My stepfather was due to fly to Australia but sadly passed away before the flight. He paid £1500 for the flight. We were told last October that we would be refunded and still waiting. The last email we received stated they have received the refund from the airline but to receive the refund we have to travel to London to their office to collect it in cash. They state they cannot do bank transfer or send a cheque. We live a 6 hour drive away from their office. Do not use this company. Service is absolutely shocking. I have never heard of a company that makes you travel to the office for a cash refund.