Due to COVID, our package holiday to Japan was cancelled. This was in March 2020, and we have yet to receive a refund for this. It is quite distressing to have had barely any human communication besides standard email responses when you hold over £5000 of my money which would have been invaluable during the turmoil of 2020 / 2021. Instead, you have withheld it and have caused me a great deal of anxiety in an uncertain, stressful time. You offered a voucher, which we have made it clear that we do not accept these vouchers and require, as stated by the law, that we are owed a full refund. Your company has confirmed to ABTA that you would be returning it to us. Yet still, here we are, waiting for it. This has not stopped you from sending us marketing emails, so you clearly know we exist, but with these inappropriate marketing emails this we are unclear as to if you will honour your promise to ABTA. We will not be using Tucan Travel for any future holidays and will only be in contact to continue to request that our money is rightfully returned us. I advise that all other travellers choose to follow our example, lest you too have your money stolen.