Stealing our money and trying to make us give up after we tried to support during covid.
We booked tickets in February 2020 and when COVID hit we agreed to the extension to rebook once lockdown lifted. Before that extension was done we confirmed in writing that the tickets would be valid for 729 days. We agreed to this rather than taking a refund. Once the embassy finally returned this April we attempted to use the tickets only to be told that we were supposed to rebook then cancel at least once in that time and because nobody had ever told us (and the embassy wasn't issuing visas anyway) the tickets had expired. So we began the marathon of trying to get a refund. We hear nothing for weeks at a time, then we are told that the transaction needs 3 days,  weeks pass again, it took logging a ticket with the call centre just to get a reply to our follow ups. Then as the card I used to book one of the tickets had expired apparently the bank insists on a special letter - interesting that 4 different bank employees have never heard of this letter and they really don't care about the card, they care about my identity. While this goes on there is constant new paperwork, forms we should have had in the first place, with fine print that hints on extra requirements that are still going to come. Meanwhile my partner's refund has gone silent (no card expiry so I assume they are trying to wear him down with delays).

We went to a branch to try and get answers only to be told that nobody can help us. They offered the call centre, to only to be told that only the person handling the ticket (who no longer answers us) can see any details. This feels like a company stalling and hoping we will give up. We have already booked replacements with another company, and will never touch flight Centre again (except in the inevitable legal proceedings to get our money back).