Standard story, took 11 months to get my refund. I'm still in disbelief at the quality of their customer service. The approach that finally worked to get my refund - one morning I sent the same email every five minutes to every email address I could find for companies under the Travix umbrella (Budget Air UK Cheap Tickets NL, Cheap Tickets DE etc.). Each time I changed the email title very slightly e.g. Refund Enquiry 1, Refund Enquiry 2 etc. This approach must have caused havoc to their inboxes because within half an hour (approx 20 emails) I received my official PDF cancellation invoice. And two days later the amount was in my account. I'm never using this company again in the future. Good luck! Tom P.s they also have an additional customer service number they don't tell you about. First you want an O. Then you want that number two. After that the O again. Next a big old 8. Now another O. For our next number we're a one. What's that a 6! After that numero 2. Then you're after double 3. Lastly a peachy 5. - sorry I've had to put it like that, website being annoying and removing the post otherwise.