I urge anyone looking for a low cost holiday to avoid Netflights. Obviously no one books a holiday with the intention of cancelling it, but unfortunately sometimes these situations arise. Netflights are the most incompassionate company on the face of this earth and should you find yourself in an unfortunate situation you stand to lose your money. I hope that people can learn from my experience, here's my account.

My booking was for a flight to Mexico City (return). The intention was to meet a friend who lives out there, but due to unforeseen circumstances this became impossible. It was my desire to cancel the flight. I wasn't silly enough to believe I would get a 100% refund but I didn't believe that I would loose my total £696.

I contacted the company to discuss my options, as the paperwork was in no way whatsoever clear about my ticket, cancellations or refunds. I had been sent two emails, each with a different set of Ts&Cs. One set had NO information about cancellations, and the other so vague it may as well not be there, simply "contact the company". I was informed that my ticket was non refundable and basically I could only change the dates, but not past 2015, for an additional charge. Although to complicate matters further I was informed that I was eligible to receive a total tax refund of £86.32. How can this be after they tell me verbally that I can have £0 refund? Not to mention that total tax on the flight was £347.22, but I could only get back a small fraction? After mulling this over I became quite upset that this company was keeping my money, but had actually failed to send me any of this information regarding my "non-refundable ticket".

Several phone calls later I was still no further forward, and Netflight's only defense seemed to be that I had accepted the Terms and Conditions and therefore my argument is void. Many have mentioned my "contract" (which I have seen no evidence of, and have requested but not received) that apparently clearly states that my ticket is non-refundable.
As of yesterday I have been contacted by the "Customer Contact Centre Manager" who has pointed out where I can find the terms that i accepted, and upon review even these don't support their claims, There is nothing in black and white which states that MY ticket is non-refundable. There are two small sections that mention "potential charges" which applies to everyone who buys with Netflights, and therefore there is nothing to separate my refund terms from someone else who IS entitled to a refund. These answers are incredibly vague and I feel as though I have been mis sold a ticket, especially as Lufthansa (the company I am flying with) WOULD offer a refund had I bought through them.
I then called this manager who was possibly the most snotty woman I have ever dealt with, why she has a career in Customer Service is beyond me. She repeated these same claims over and over and ignored my questions about the reasoning behind them. Especially as I was quoting the website's "potential charges". I recorded the call as evidence so that I can take this claim further to which she replied that she is uncomfortable with and will terminate my call. However she seems happy to accept that I was being recorded by them for THEIR protected, but when it comes to mine, that's off limits.

I am taking my complaint through ABTA and further if I can. To summarise I feel it important that people are aware that this company is not one of compassion and that should you be unfortunate enough to have to cancel your holiday they will be NO help whatsoever to you. My advice is to take your money and business elsewhere to a company that has good customer service and doesn't try to hide fee's from you, because if the worst does happen you don't want to loose your money!