4 stars because of their excellent customer service once I could get a hold of them, which redeemed their review. I had a positive experience purchasing the pre-departure LFT before I left for the USA. While I was there, the UK gov't no longer required them, so I requested to convert it to a 2-day test. Filled out an online form a week before my flight and got confirmation saying they would prioritise requests by departure date. Day before departure and no email. All my attempts to email, using their listed email address (verified multiple times) were rejected by their server. The website does not explain that the chat is not a bot but is their primary customer service vehicle and the Contact Us only showed the email address, no phone number. So, I did not have the code necessary to fill in the passenger locator form. If the airline hadn't helped me, I would have had to purchase a new test. Further attempts to email were rejected by their server. Finally, on Day 2, I tried again without my confirmation number in the subject - only my plea for immediate attention. They responded very quickly. The code she gave me was incorrect, though. I did try the chat, and Stacey helped me get the correct number, including the URC, which I should have had on the PLF at the airport. She went above and beyond to ensure my results submission was correct and received - and thus, redeemed my embarrassing experience at the airport and garnered the company 4 stars instead of 1 or 2.
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