I used to be a FI believer but I find that in recent years, customer service has gone completely down the drain. Had HUGE problems trying to get a refund for my allegedly fully refundable fare earlier this year and so I would really advise others to steer clear. Totally unresponsive on social media, call centres have been shifted overseas, 5-6 weeks to get a response by email and even those tend to be useless. No idea what changed over the last 5 years but it really feels like a totally different airline.

The hard product is fine but is a far cry from transatlantic J with major airlines (e.g., no bed).