Pathetic Pathetic. Impossible to find someone to talk to and even if you do they don’t listen. The tier benefits of the past are gone and unused ‘mid tier benefits’ are worthless

Do not use them for any bookings Do not use them for any bookings; they took my points and canceled my flight. Never refund points back. When I called them, they said we are investigating you, and your points will not be refunded. This is absurd. I worked four years to earn those points, and they are just rubbing you. Horrible company, please be aware they don't care about customers.

Trying to give this company cash for an… Trying to give this company cash for an upgrade is impossible. Have 9 seats booked for august 24 from London to Vietnam. We want to upgrade to premium economy or business class and have tried every way possible to do this without using the bidding function for the last leg of our journey. Have tried the whats app function that says to do it online, online says to call or message. Messaging takes forever and eventually they hang up. Finally got to speak to someone who quoted wrongly (£2100.10 for 9 passengers to upgrade to business class) clearly that was wrong which i had to call out, they checked and it was. They then didnt know how to check for upgrades as part of our flight is operated by hong king air, but ended up saying it wasnt possible but they themselves didnt know why and they couldnt get hold of a manager to help. So far wasted 7-8 hours of my time trying to sort this, would be cancelling if i wouldnt lose the money as im really not looking to the flight given the pre-experience so far.

Useless website booking system Been trying to book a multi city flight fir weeks now and every time I get to the final stages of paying, I get the same error message. Wasted so much time changing the dates etc. Their website is absolute rubbish. Contacted customer services and they are as useless and incompetent. Will have to find their senior directors on LinkedIn and Facebook to escalate this now. EDIT - THIS HAS NOW BEEN RESOLVED BY ERICA AND FIONA WHO WERE AMAZING AND EXTREMELY HELPFUL.

They don’t follow their own policies on… They don’t follow their own policies on refunds.I cancelled a booking within hours but they didn’t refund the miles used - only the tax. Their policy says they offer a full refund for members when they cancel within 24 hours.