I booked a flight to Seoul with Etihad Airways through Flightcatchers on the 4th of July 2021. The same evening, I realised that the flight passed through Abu Dhabi, which was on the UK red list, and that if I had taken that flight, I would have to have quarantined in a government facility upon returning to the UK, which I simply could not afford to do. Therefore, I contacted Flightcatchers via their website chat service to enquire about cancelling the flight. I was informed that a cancellation would be subject to a £200 cancellation fee, but that if I paid that, it could be cancelled for me. I agreed, and was told that my request was being processed. I never received a formal confirmation of my flight being cancelled for me, so I contacted Flightcatchers many more times via their chat service, email, and the telephone. Every time I phoned, I was told to email, but my emails rarely received proper responses. I made it explicit in all of my correspondence that I wanted Flightcatchers to process the booking cancellation for me. On the 13th of July, the day upon which the flight was supposed to leave, I received an email telling me that the actual flight, not my booking, had been cancelled, and that I needed to contact Flightcatchers ASAP about receiving a refund. However, when I contacted them, I was told that I was not entitled to a refund as I had been marked by the airline as a 'no show'. Of course, I was a no show because I was under the illusion that Flightcatchers had done their job correctly and cancelled my flight, as had been repeatedly requested and I had been repeatedly assured would happen. Now, Flightcatchers will not accept their incredible mistake and instead continue to tell me that I am not entitled to the refund they told me I would receive. If they are not reiterating this ludicrous spiel, they are entirely ignoring me. It is by far the worst customer service I have ever received, and I am sure that Flightcatchers purposely put off my request knowing that it would result in me being marked as a 'no show'. I know that I am entitled to a refund, and I do not intend to let them get away with their sly and downright crafty tricks. I was deceived, and I demand that this company admit to their mistakes and give me my refund.