budgetair.co.uk

Steer Clear of This Service – Deceptive Voucher, Lack of Communication, and Poor Experience

Steer Clear of This Service – Deceptive Voucher, Lack of Communication, and Poor Experience I had an incredibly frustrating and distressing experience with this service and would strongly recommend others to avoid them. On 17/09/2024, I booked a flight to Pakistan through the company. I was assured by a representative that my e-tickets would be emailed within a couple of hours. Despite waiting over 12 hours, no e-ticket or confirmation arrived. At that time, my mother was seriously ill and I was scheduled to travel the next day. Repeated attempts to reach the agency went unanswered. With no confirmation and no communication, I had to book another flight through a different agency. The following day—just before the original flight time—the representative finally answered, claiming he was about to send the e-ticket, stating he had forgotten. Since I had already arranged alternative travel, I requested a refund. Instead of refunding my money, the company issued a £1200 voucher, assuring us it was valid for two years. We accepted this only based on their promise. Throughout this ordeal, customer service was rude, dismissive, and unprofessional. On 16/02/2025, I tried to use the voucher due to another family emergency, but again no one answered the phone. I had no choice but to book through another agency. When I called again on 01/03/2025, a different staff member claimed the previous representative had left and stated that he had our money. After lengthy discussions, we were told that if we paid an additional £600, the voucher would be reactivated and both the £600 and £1200 would later be refunded. Considering the amount already lost, this was an unreasonable and risky demand, which I declined. Most recently, on 26/12/2025, I contacted them again to use the voucher for a cheaper flight. This time, the voucher terms had changed again. A representative claimed the voucher was only valid for one year, despite it clearly stating “Valid until 17/09/2026.” He was rude, refused to listen, and told me to either book a new ticket or end the call. Changing terms after the fact is entirely unacceptable. This experience highlights misleading practices, poor communication, and a lack of accountability. I am still seeking a full £1200 refund, not a voucher with constantly changing conditions. I strongly advise against using this service.

Date of experience: Dec 26, 2025