I have been awaiting a refund for over 3 weeks which has yet to be processed, each time I contact them they tell me the refund is in a queue or a ticket has been raised with the most recent comments that, ''my booking is in the automation queue'' and with no reference to any concerns raised. I am not so much frustrated with not yet receiving a refund but the way this has been handled by them and the continuous use of internal phrasing when speaking to customers I find to be very poor from a customer service perspective. Each time a concern is raised through their portal it is closed their end by an advisor who replies without any further update simply reiterating what I have been previously told. I will be hesitant to use them again to book a further holiday as this would have been my intention once travelling is again an option. It is a shame that during a turbulent time for this industry that they haven't set a better example of putting their customers first instead choosing to withhold funds due to the cancellations they are receiving.