Unquestionably the worst company I have ever dealt with. I have been passed from pillar to post by this firm trying to get a refund for a ticket for which I paid an extra fee to be able to change. I have been waiting a whole month for the refund, and the amount is far less than what I paid. The extra money that I paid in order to have a flexible booking is not due to be refunded, in spite of the fact that it's been a whole month and I still haven't got my money back. The customer service is dreadful; one often has to spend over an hour on the phone and no resolution is possible. I think their incompetence is intentional in the hope that customers eventually give up and the money is kept. I seriously doubt the authenticity of the positive reviews. Avoid this sham of a business.