I booked a return flight to and from Russia from England. The price was good and it was easy enough to use. Unfortunately I received notification that my return flight had been cancelled about a week before I was due to set off. I had booked the tickets about a month in advance. So then I had to find a new ticket (with a different company) The return flight was with the airline Atlas Global. When I checked on the Atlas Global website it said that there was no such flight. I don't know if it never existed or if the airline simply changed their mind. I was never able to find out. I would not particularly have been bothered by this as it worked out okay and I just paid for a new return ticket. HOWEVER, Gotogate said that they will give me a refund for the return flight and that it will take 2-8 weeks due to administrative reasons. Now if you are not going to deliver what the person paid for you should simply give the money back right away. There is no logical reason it should take so long. It has been 4 weeks now and I have not got the money back yet... I hope I do. In regards to customer service. I get quite exasperated that every time I e-mail them I get a response from some completely new person. The answers also seem quite "cut and paste". I did also call the company and got through very quickly to an Indian gentleman who was kind and polite and answered my questions. I should add that I got on the outbound flight without any problems and this was totally fine.