I’ve been waiting for a refund for two tickets since December (now Feb). Refund was due to strike. One of the tickets did get refunded in late January, but a month on and the second yet to be refunded. Customer service also have two key issues. The first is that the detail in an email thread is cut off after a few exchanges, so you have to keep writing (or copying and pasting) the history back in. The second is that they seem to deliberately misunderstand a conversation for their benefit. At certain points in their saga I was told I was not owed a refund l, until I brought up points from previous emails and then, lo and behold, it will be processed. Except the second one hasn’t been. Grave situation, would avoid all bookings with this company in the future.