We booked a return trip to Japan in late May 2025. We requested window seats when paying for our tickets When we started our journeys, we did not have window seats. I emailed them the day of our journey (16 May) to complain and requested a refund for the seat selection fee we paid. I sent a follow-up email on 22 May as I had not received a response. I FINALLY received a response, 7 weeks later on 3 July saying that the seat selection via TravelUp is subject to availability and that they won't process a refund because we didn't pay for seat selection. The worst part of this service is the fact that we received a response from their customer support after 7 weeks. Terrible customer service.