KS

Paid £99 for a Haven holiday and paid extra for cancellation protection but only received £39 back after cancelling months in advance because £60 was treated as a non-refundable ‘deposit’ even though the booking was paid in full and no reference was made to a deposit when I booked. They hid it in the terms and conditions that part of the booking is a deposit even if paid in full. Never come across this before. Worth checking the terms very, very carefully.

Firstly - all of their flights are marked up ridiculously high compared to booking directly. They say that 'differences can occasionally occur' as though it is an exception when in fact it is the norm. Prices are ALWAYS higher with them. Rip off.

Secondly - their customer service is abysmal. You can not speak to anyone on the phone - they only allow chat (limited hours) or email but responses take a long time. I don't think they have a complaints procedure I am just repeatedly given the standard support email.

Thirdly - my flights were cancelled with my agreement by the airline and a full refund was issued back to flightgift.com as the third party who said this would then be returned to me. The refund was issued and completed by the airline but flightgift.com have not returned it to me/gift card and are saying there are 'no new updates' repeatedly. I believe they are unlawfully witholding my money/gift card credit now and will be escalating the matter.

Other online reviews also highlight what a scam this company is. Perhaps if you don't know the flight prices are inflated and have no customer service needs then it is a smooth experience. However for myself and many others it is definitely not.

I feel robbed of 250GBP wedding present and 100GBP personal money top up. Would never recomend this company.

Update - their response below is inaccurate regarding issuing refunds, it has been two months since the airline issued. All they do is direct me to this email address but then reply saying no updates. They haven't provided complaints process. Also shocking that they can't find my communications when I have literally been on chat and emails all morning. Unbelievable.

--- I HAVE MADE TWO COMPLAINTS TO TERRAVISION AND HAD NO RESPONSE---

I would like to make a formal complaint about the no service received from terravision.

I was booked on the 11.05am from Fiumicino to Rome. I arrived early by 10.20am. I followed all instructions and saw a very long queue. I advised staff that I had an advance reservation and needed to get that bus due to having a very important appointment at 1pm. Staff told me to just wait in the very long line. My bus came and went with no room for me. I asked when the next one would be and was told they didn't know. I waited until 11.30am then had to make the hard decision to get a taxi at a flat rate cost of 50euro otherwise I would have missed my appointment.

I am very upset this happened and that terravision did not provide the service that I purchased and left me having to pay for a taxi.

On my return to the airport I was so worried about your queues and poor management that I came 4 hours early.