DO NOT USE I repeat DO NOT USE - I called last wee...

DO NOT USE I repeat DO NOT USE - I called last week Thursday/Friday to discuss the process of receiving a refund as Emirates and a number of other connecting airlines had cancelled my booking. I spoke with someone named "Carry" who said he is happy to process my refund but one of my four flights is not yet showing as cancelled so he advised waiting until next month by which time it will be confirmed as cancelled and he can then process my entire refund rather than refund me for only three of my four flights.

Prior to this I had e-mailed them the same query and was told that the first of my four flights I was querying was still confirmed as going ahead. I then replied with a copy of the e-mail confirming the cancellation of the first of my four flights; however, I didn't receive a response, hence why I then followed up with a call.

Luckily I was travelling with someone else but they booked via alternative travel agents and had received confirmation that the flight Carry said was still confirmed as going ahead was actually cancelled. So I called after 8am this morning and was put through to a "Nimi" who after speaking with her said she would call me back in 10 minutes. Thirty minutes later and no call back so I called again and when she realised who she was speaking to she cut me off. I then called her straight back and she answered and repeatedly said "hello" as though she couldn't hear me. When I called again, straight after for the third and final time a colleague of hers answered and said she was on another call - YEAH RIGHT!

I've seen and heard enough to know that this is a very UNTRUSTWORTHY company. Bearing in mind some if not most of the positive reviews could be due to bookings that were straightforward and don't really expose just how good or how bad they are in those instances. Furthermore, they might be FAKE?......... My advice would be to avoid them at any cost.

UPDATE: 2nd September 2020
I was contacted by an agent of this company asking me to reply to an e-mail confirming a refund of just over two-thirds of the amount they acgually owe me. After 30 minutes he called me again asking me to respond to the e-mail. Now given these people have not been very responsive before now, I did think it was weird how insistent he was that I reply to the e-mail.

I did reply but clearly stating I want a full refund and not for the amount that they offered. Needless to say I didn't get a response to that as the same e-mail I was responding to stated I would be sent additional paperwork.

It later transpires that around the same time they contacted me is around the same time my credit card company contacted them. My credit card company then contacted me for more info as at the time of my original dispute I didn't have access to a printer (Covid restrictions). Recently I was able to provide copies of e-mail correspondence between myself and the travel agent and also the airline company, which I forwarded to my credit card company.

I know people have commented on having a good service from this company but its easy to provide angood service when nothing goes wrong or the issues that arise are easy to resolve. The true test of their values is in times like this and their behaviour has proven them to be untrustworthy.