Have been using Airtickets in the past but this will be the last time we ever do business with them.. After booking a trip to Africa and paying the extra service that covers changes or cancellations, I received an email two months before the flight that the airline has changed the flights and we had to spend extra hours on what is already considered a long flight. The very same email from Airtickets was giving us the option to either agree with the changes or they would ask for a full refund from Qatar on our behalf. We decided to cancel our trip and immediately cancelled our accommodation (with 0 cancellation fees) and standby for refund from Airtickets.. This is when the issue with their customer service arised.. the customer service team would not reply on emails for days in a row and then got back to me with generalisations and vague answers just to gain time.. also they were claiming that we should contact Qatar and that they are not responsible to give us an answer.. After several back and forth emails I have called Qatar where a lovely lady at their efficient customer support has informed me that there will be a cancellation cost of 220USD per ticket to cancel our flights or we could amend our destination and dates according to the new flight we choose. This was the only thing I was asking from the beginning ...! Also, she made it clear that I shouldn't be calling them but the agent has an obligation to help us out with the procedure.. I am still now after two weeks trying to get in touch with Airtickets and solve this but they are just so hard to contact and so difficult to assist, they just take your money and then can't be bothered. I'm on hold for more than 20mins (international call to UK) after having the line dropped once before this.. It's a disgrace ..