I gave this 1 star as no 0 option.
NEVER go near this company, I will never use this company again to book a holiday and would NOT RECOMMEND it to anyone.
The following is the sorry saga of my holiday booking experience with this company over a period of 7 months.
I booked a holiday on 26/11/2019 to Halkidiki Grece, for 6 May 2020, paid deposit with further 5 monthly payments to follow.
In mid March FCO/Government announced travel restrictions on all foreign travel, this was the trigger required to cancel all non essential travel and holidays abroad till further notice.
I contacted Broadway travel regarding the last two payments and they advised me to make the payments, otherwise I would effectively be cancelling my holiday and would not be entitled to a refund. They issued a voucher which I immediately refused and said I would only accept a full cash refund.
A further 16 emails were sent by me between 10 April 2020 and 29 June 2020, some of which were not even acknowledged !! but in every case I demanded my full refund be paid within 14 days, as per travel regulations governing travel providers.
Of the ones answered, it was a different person dealing with my claim every time !! one email said I would receive a refund after 31 July 2020, then 2 emails later they said my refund would be considered after 30 September 2020, both random and unexplained dates seemingly just plucked out of thin air !!!
During our email exchanges, Broadway travel used many different excuses to NOT refund my money, one of which was to blame the flight operator and the hotel for not returning the funds paid to them and Broadway Travel could not refund me until they received their funds back. I smell a rat here ! ....... so I contacted the hotel direct and they told me that they do not receive any money from the travel company until after I have booked into the hotel on holiday, they say this is more or less industry standard.
I contacted the carrier airline who told me all monies for all holidays booked up to 15 May 2020 had been repaid to travel companies by that date.
I contacted Broadway Travel on 25 June and again on 29 June 2020 to advise them that I was fully aware of the financial situation regarding Broadway Travel having received their money back from the airline company and never having paid the hotel and they were withholding my money illegally.
Then Finally on 1 July 2020 I received confirmation of my refund and it was paid into my bank account on 2 July 2020.
I do appreciate the unprecedented situation that COVID19 brought and to some degree the turmoil that the company faced, but they could have employed extra staff to cope (other travel companies coped perfectly well).
The problem I have is the inconsistencies of reply (or lies) they gave and the negative attitude generally, if I have a problem, I look for a way to solve it, not an excuse to delay.
Finally, Broadway Travel held almost £1000 of my money in their bank account for almost 7 months, if they did that for every holiday booked over this period, even in these days of low interest, just imagine how much money they have made ... you do the maths !!!
This is a shocking way for any company to behave.