Emailflights Reviews 3,479

Chatted with Pia over the phone, she was very helpful and reassuring.

I booked two tickets for me and my mother to go to Japan in October, due to Covid I cancelled the flights and was told it would cost £75, which then changed to £75pp. I was not happy but continued. I was then told I would need to wait 12-14 weeks for the refund, I understand that it is unprecedented times so I waited the months asked. After this time frame (and a little bit longer due to Christmas and New year) I hadn't received my funds, I emailed and was told they had just heard back from the airline, which I don't believe, but was then asked to wait another 12-14 days. Again, understanding the difficult times we are in, I waited and still NO MONEY. I sent an email yesterday to which I got no reply and I have sent another today (the last day I should have received my funds) informing them that I will be going to the travel ombudsman, action fraud and Harrow Council. It is disgusting that they are holding my money like this and from other reviews I can see I am not the only one. If I could give this company no stars I would. Absolutely horrific. I will not stop until I get my money. DO NOT USE THIS "COMPANY".

Booked flights back in Feb 2020 to fly in December 2020. Due to the pandemic flights were cancelled a number of times and emailflights were really helpful, responding to queries promptly, making alternative flight proposals and meeting our requirements. It all worked and was lucky enough to get away for our honeymoon in that small window between lockdowns.

Terrible company. After having our return flights to UK cancelled by the airline due to the pandemic, leaving us stranded in Australia, every email for assistance I sent, had an automated response and they were not answering telephones, a message stated due to call volumes calls were not being taken this was to allow staff to assist stranded passengers, there was no assistance for us. We had to pay another airline who were still flying to get us back home. No contact came until a week after we got back home. Then they blame airline for £75.00pp fee for refund when it's them who charge the fee, nearly 9 months since refund process started and not 1 email from them. I urge anyone to go elsewhere, I will never book with this company again.

Terrible experience with this company. We never received our requested refund due to the flight being cancelled last April. We reluctantly agreed to pay £75 each but even then didn’t receive our refund.
Eventually because we were receiving the same generated email in response to our concerns we contacted our credit card company for help.
Email flights then lied to say we had to be refunded and I had to prove we hadn’t received any refund.
This process took eight months.
Avoid this company at all costs.

Scam company charging innocent customers £75 per person to refund a flight cancelled by the airline due to Coronavirus that was booked before the pandemic. They now have shady terms and conditions on their website but no evidence these were presented to and agreed by customers at time of booking. I do understand that companies are struggling at this time, but £75 per person is extortionate!!! If they had said £25pp I probably would have paid it as a good deed, but very disappointed that there are companies that operate in this fashion.
As other reviews on here have said, I have well and truly learned my lesson. Book directly with the airline in future.

THE WAY TO DO CUSTOMER SERVICE

I had the great fortune to have Pia in Customer Services take my call today. She was so helpful and professional by doing her best to offer me a solution to the problem I was ringing about. She put my concerns at ease and we ended the call on a very positive note, which I was not expecting. What helped a lot too was her lovely manner in dealing with me a Customer, which is not always the case.
She is an asset to your Company.

Many thanks Pia.
Anne in Belfast

Shockingly poor response to refund application due to covid flight cancellation. Will never use again and classic case of you get what you pay for. Am now taking legal advice to recover costs.

Called this morning to discuss the status of my refund as I had been waiting at least 3months, spoke with Pia who was very helpful with my call and lovely to speak to! Only issue I have had is with the refund, however I can understand the delay of my refund with the current COVID situation but would have preferred more communication from them.

Super helpful, especially Fabian.

It took 25 weeks until I finally got a refund for 2 tickets and also they charged £150(£75 x 2) as a handling charge. When I contacted them they always replied we are only travel agency so it's not in our hand for refund it depends on the airline company but it was not true. The airline which I was booked with had full refund to this company. It was a nightmare until I got my refund back. I am still not happy for £150 handling charge for this refund. They charge too much! Anyway avoid this company.

I admit that ive had a few problems but nothing like what some on here have experianced, my flight to Thailand was cancelled by the Airline in August, at first a very nice man called Austin delt with me. then a few hick ups with customer service but basically all has been fine.2 days ago i phoned and got through straight away to Fabian, he is very helpfull, i told him that i had waited the 12 weeks as i had been advised. he took my details and bank acc, told me he would deal with it that morning.. cant fault the man, money in bank that afternoon. i know a lot of others have had a bad time but i cant complain, i just wish RYANAIR would deal with a february cancelled flight the same as this company, i have not heard a single thing from ryanair, even though i have made many many calls to their non existent customer service.
well done Fabian, emailflights, 5 star to you.

Fabian was great and deserves 5 stars. He explained himself clearly, was easy to understand (unlike some customer service representatives I’ve spoken to) and quickly helped me with my request. He spoke to another team quickly (which has not always happened when i’ve called other representatives) and contacted me back to let me know he had done so (which again has not always been the case).

I have given a 2 star rating because the overall experience has been terrible. My emails never get responded to. Call waiting times are very long. I have waited 6 months for a refund. When I have sent emails and more information was needed no one contacted me to say this so I waited for months and eventually had to call.

I was also charged an admin fee for the cancellation which is ridiculous - especially when the admin (customer service) was generally very poor.

It has not been six months since my flight was cancelled. The customer service from this company is beyond appealing. They have very little interest in trying to get the refund sorted. They merely come up with every excuse under the sun as to why it hasn’t come through. For two months now, they have simply told me that the refund has been sent and for me to contact my bank. I have spoken to my bank numerous times who have no evidence the refund has been sent. When I email them, they take weeks to get back to me. They also no longer answer the phone to me. I have sent them my bank statement to prove nothing has been received but they’re merely reply with “talk to your bank”. They never listen to what you tell them and refuse to show any interest in trying to resolve the problem.

Genuinely, the worst company I have ever had to deal with.

It took forever to receive the refund, but we finally received it after 6 months, but we had to chase and be on the case. I understand they were probably swamped dealing with customers and the airlines. I had two very efficient persons who have been extremely helpful: Pia and Manish so a massive thank you to them both. Overall this pandemic is making everyone nervous and anxious, I can only praise the patience on both sides: customer and travel agent. Thank you

Worst service I have ever experienced. Flights to Australia were cancelled in September due to COVID. Like many others here, I've been told I need to pay a £75 admin fee for the return of my money. Excuses include the flight company not returning funds, needing my bank details and the refund team being busy. Most disreputable company I have ever used

I am now escalating my complaint through ATOL. Hopefully my decision to take out the ATOL insurance at the time of my booking will help me get my refund back which I have been waiting for over 8 weeks now. The charged an extortionate cancellation fee for customer service but there is no service, no response and I'm beginning to think this company has no intention of releasing the funds???

flight cancelled 23 July 2020 still no refund and no reply or contact from them for the last 17 weeks.

Unfortunately my experience is much the same as everyone below.
Booked flights to Vegas 12 months ago which were cancelled due to Covid. Took weeks for them to even send me the refund request form. Eventually in Aug I got it and returned it. Still no refund. When I chased I was told they now don’t have my bank details as they “don’t keep them on record.” Weeks ago I gave them again and still no refund or communication.

I think the £150 admin fee is outrageous but wouldn’t mind as much if you were paying for a smooth transaction. The experience I’ve had has been extremely poor, frustrating and stressful.

I believe this company is operating in a completely underhand and immoral way - holding money passed from airlines. Disgusting!!

Rubbish service definitely wouldn’t recommend this company been calling never picks up emailed them still no respond booked 3 tickets in March 2020 still haven’t received refund which should take 12-14 weeks also saying they will cut £75 each for admin fee