After booking flights with Bravo fly we had an email asking us to send our bank details for a refund. After calling the help line I was told that our flights had gone up in price since the booking and we needed to pay an extra £90 to secure them. I was unhappy with this. My friend had also booked at the same time and hers had been cancelled completely. I declined to pay the extra and was told that our flights had been cancelled. I was to wait for a refund phone call shortly.
The phone call never came and following a delay and several phone calls, emails and a lots of wasted time we were told our flights were actually really booked and despite having now booked more(because of what was said) I could not have a refund.
Despair! The phone system they use means nobody can be passed to a manager or someone of higher level - you are told to email them (nobody ever replied)
Enter firstname.lastname@example.org. I found her using their facebook page. I read the terms of the page and understood there were to be no complaints listed and if I had one to email her. From that moment on I felt reassured that someone could see the errors that were made and that everything was safe in her hands. Just over a month later I have a full refund in my hands. Not a great story about their phone line support but excellent service from email@example.com, reassuring to know that if all doessn't tgo to plan there is someone you can go to for help!
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