absolutely pathetic. hotels booked very below average.had to follow up for everything. did a big screw-up in malaysian visa -passport no. captured wrong and not checked by them. changed trip to 9 days after committing on 10 days last moment.we spent 3 hours at airport and spent another 8 k to get a new emergency visa. the agency after multiple followup after that also did not refund the money. have asked my lawyer to explore legal options for consumer forum complaint and also iata if available.