My friend and I had to cancel the flights because we could not fly. After the flights were cancelled we were upgraded to business classs and charged for this!!!! It took us 10 telephone calls, around 50 emails and 1.5 months of chasing to get our money back. The customer support in the UK on the phone spoke bad English and could not explain anything propertly. We got confusing messages on emails, were sent from one department to another and faced with numerous delays. Customer service is non existent like in the Sovient Union back in 1980s. the refund system is confusing and requires you to fill a form for each ticket. one department of the airline does not talk to another. we ended up complaining to their customer support team (we were given their detials after weeks of requesting them!) however we still faced delayes and only got the money back after 45 days of constant chasing.
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