PLEASE SEE THEIR GENERIC REPLY WHICH CONFIRMS BY THEIR OWN HAND MY CASE REVIEW HERE HOLIDAY EXTRAS YOU HAVE BEEN REPORTED FOR DECEPTION TO THE GOVERNMENT! THERE WAS NO REFUND VOUCHERS SENT - ONLY A MENTION OF THEM IN ONE OF YOUR OTHER GENERIC E-MAILS . YOU WILL NOT WIN THIS CASE ITS BORDERING FRAUD NOW! I HAVE THE CONFIRMATION PROOF YOU SENT I HAD BEEN REFUNDED AND BARCLAYCARD CAN PROVE I HAVE NOT . So, is it the case whereby the left hand of your staff don’t know what the right hand are doing or are you simply intending to continue to capitalise on the vulnerability of my elderly self and Companion having sent you my NHS 111 letter proof of disability :- Theft Act 1968 - Wikipedia The definition of theft under the Theft Act 1968 is 'A person is guilty of theft if he dishonestly appropriates property belonging to another with intention to permanently deprive the other of it' BE ASHAMED . Companies such as Holiday Inn have provided instantaneous refunds to us for a higher value booking during this COVID 19. There is no excuse whatsoever for now a blatant refusal to refund when it’s clear from Facebook you are picking and choosing who to refund. Even those whose bookings are not due to travel yet - the majority sadly are like me and receiving the same deceitful responses! Utterly atrocious conduct on HE part! WARNING ⚠️ I ADVISE - DO NOT USE THIS COMPANY IN FUTURE! We have used this company for many years and always had a good service In the past . However since the covid-19 situation they have been appalling to say the least! My companion and I booked 2 reservations on 01/02/2020 for April 14 BMCYMV and BMCYWC totalling a considerable sum. These bookings were on a flexible-basis i.e so whatever the situation if it was cancelled you would get full refund paid back to card used and I have since received confirmation from the hotel our money HE took from us was never paid to them! However, 6 weeks on from being told this verbally by HE customers service representative on 27/3/20 and receiving a refund confirmation e-mail I have still not been refunded and upon writing to them further am just being totally fobbed off with them only referring to vouchers in a pathetic generic e-mail response! We are in the elderly vulnerable NHS 111 category and can never know when we can travel again if at all . HE have been sent proof of this! They are blatantly ignoring e-mail requests, have shut their phones down and illegally holding on to our monies with just a generic e-mail responses! If I don’t hear back within 7 day and that will have given them a full 6 weeks I am seeking legal action in accordance with our statutory rights and within the provisions of the consumer credit act. What they are attempting to do is illegal and I will never ever use or trust them again . This has left a bad taste in my mouth so to speak ! Despicable way to treat loyal valuable customers in my honest opinion . Edit Delete Share Reply from Holiday Extras 6 hours ago Thank you for your review, we are sorry that your holiday plans have been impacted by the Covid-19 pandemic. We apologise that your experience with Holiday Extras has been disappointing and that you are unhappy with the resolution that we have offered, The ongoing situation is a difficult time for everyone, we would like to reassure you that we value all of our customers and take your feedback seriously. Like many other travel businesses, these exceptional circumstances require us to change our usual approach to refunds to ensure that we are best placed to help customers enjoy travel in the future. We have converted 100% of the value of cancelled booking into a voucher (including any fees) which can be used in full or part against any Holiday Extras booking made in the future. Our booking terms and conditions have always allowed us to adjust our refund policy in events beyond our control and we have chosen to take this alternative approach. We are reviewing our position in light of the changing situation continuously and will update our support page accordingly. The voucher is valid for bookings and stays in the 3 years after the date of issue and you will be able to view the balance and check the validity of your voucher here: https://www.holidayextras.co.uk/vouchers.html. Vouchers do not have to be used all at once; partial payments are accepted and any unused amount on your voucher will remain and can be used against other bookings within the validity period. The voucher can be redeemed against any Holiday Extras product: airport parking, airport hotels, lounges, fast track, travel insurance, airport transfers, car hire and even UK theme parks and London Theatre breaks. We thank you for your understanding and look forward to helping you with your travel plans very soon. The Holiday Extras Team