We booked a flight to Amsterdam, unfortunately my partner made a mistake and we had to change some futures of the flights, we contacted bravofly customer services and they advise us to cancel the flight as we booked it same day and we get the full refund and we did request the cancellation, 45min later we had a phone call from them that they won't refund it back to us as it's the budget airline, we contacted customer services again and this time again advisor said yes we will get everything refunded when I questioned why we got a phone call telling us they won't refund it she put me on hold for a while then told me she didn't know about this and both have made a mistake and we will lose our money? Why they told us we cancel the flight and book a new one if they told me right procedure I would pay some penalty and do the amendment instead of loosing hundreds of pounds and now we have 4 seats booked on this flight! How can we complaint? To whom we can complaint?? Watchdog? Or consumer act or something?