This company unfortunately managed to ruin the start of a very expensive long haul holiday for us - with our fit to fly test results arriving six hours after our scheduled departure! Plus they sent us a damaged lateral flow test for our return and put at us risk of not complying with legal travelling requirementsFacts as follows:On 29th December we took two pcr tests at 1045 for a flight departing 1815 on 1st JanuaryWe posted the tests at a priority post office at (1151) on 29thTheir postal service was 24 hour tracked, but we can see from tracking the tests did not arrive at their testing centre for 46 hours (they were finally delivered at 0913 on 31st)When we looked at their website we found they had announced Xmas and New Year opening hours with customer service and testing shut from 1400 onwards on 31st, and test results only open 1000-1400 on 1st with no customer service open. Basically, Flysurance had decided to disappear off on holiday themselves in the critical 28 hours leading up to our scheduled departure !!!!Even if their customer service had been open we wouldn’t have been able to contact them because since we ordered and received our tests they also decided to shut down their customer contact to email only - Note: their website still refers to multiple routes to contact them which isn’t true. On the three occasions we emailed them we got a standard “we will reply inside 48 hours” but we have never received any replies to any of our emailsBack to our flight - It departed as per schedule evening of 1stThey sent us our test results at 1203 on 2nd – 6 hours after the flight scheduled departure and 39 hours after their test centre received the testsClearly, if they had told us:Their postal service could fail;Plus they wouldn’t achieve their long stop testing level of 36 hours;Plus they wouldn’t take a blind bit of notice of our departure time for a fit to fly test we had paid fully for;Plus they would shut down all customer service contacts and only leave email which they didn’t then respond to;Plus disappear themselves on holiday in the critical 28 hours in a busy holiday period leading up to our departure..we would never have used them in the first place In addition, we also had problems with our 2 day lateral flow tests on the same order for our return. One of the tests had leaked in transition in the box and was unusable. Luckily, we had invested in back-up tests so were able to use the test liquid from this test. Without this we would have had problems on our return around complying with government legislation
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