I am writing in regards to our flight cancellation. My girlfriend Nia Butrimas and I Francis Allareba have emailed several times but have not yet had a reply regarding our expense claim. We were assured all costs would be reimbursed and we are deeply disappointed with the level of customer service we have received in resolving this issue. In relation to our cancelled flight, we were informed when both rearranging our flight over the telephone and at the airport on the 31st August 2019 that we would be able to claim back any expenses incurred during the period in which we were required to stay in Barcelona before flying home. Vueling advisors stated that this included loss of earnings, costs of telephone calls to the airline and travel expenses. We were also told at the hotel that as vueling were not supplying airport transfers on the date our flight was changed to that we should take a taxi and we would be reimbursed for this cost. We are hihgly disappointed in the way Vueling as a company have handled this situation. I have never experienced such terrible customer service in all my years of flying. Following Vueling's email I immediately contacted Vueling telephone customer services in order to discuss their demands for a document proving that the airline agreed to refund our expenses. We were met with, once again, constant disregard to our frustration that this has not yet been resolved and they stated that there was nothing that could be done if we are unable to provide such a document. This call handler stated that it was in fact the company's policy that they refund expenses for tour customers (a telephone conversation we have recorded as it seems Vueling do not accept the advice their staff give verbally) - leaving us baffled as to why you persist to make refunding our money nearly impossible! During this telephone call the advisor also told us that we were unable to speak to a manager as there was no English speaking manager present and that we should just hang up as there was nothing he could do to help us and that the call would already cost us a lot as we were calling a Spanish number from the UK! In my opinion this is extremely unprofessional of your staff and a negative representation of Vueling as a whole. I would like to add that it has now been over two months since we have submitted our claim - and we have cooperated fully with yourselves when we have been asked to show receipts for our incurred expenses as a result of our cancelled flight.