Citrus refuse to give our money back, when our holiday was cancelled 5 months ago.I am now forced to take further action and initiate a complaints procedure. Do not use this firm. You have been warned!!! Citrus and in particular, Jay! I hope you read this! Reply to your reply. I have now contacted you twice and emailed you, since your last reply on trust pilot. You keep promising to refund my money but still have not. When I called you last, it was the same response "we are giving your money back, in a week or so". I want my money back now! Perhaps you can respond to this complaint with "here is your money" You are clearly not to be trusted. Give me my £4869 back, as promised in email dated 04/09/20 from Jay. I do not want excuses from Mel or Victor at Citrus. I just want my money back. I will now ring 02030 113451, and let's see what happens!!!

OVER A YEAR LATER. CITRUS CANCELLED JUNE 2020 AND TODAY IS AUGUST 13, 2021. STILL NO REFUND. DO NOT TRUST THESE THIEFS. ALL WE GET IS LIES OF WHEN THEY WILL REFUND. THEY HAVE STOLEN OVER $27,000.00 Citrus are thieves. Trip to Europe was cancelled by Citrus in June, 2020. The hotel and airlines have refunded Citrus our money. Citrus refuses to reimburse us for over $27,000 although they keep promising to pay us. It is almost February, 2021 and still no refund.

My holiday to Peru was booked at the beginning of February 2020 but was cancelled in early September 2020 due to the COVID pandemic. I am still waiting for my cash refund of £2900 despite repeated promises from Citrus. Its now coming to the end of January 2021 and no cash refund. Be warned I hope this doesn't happen to you.

Finally, after moving our holiday from March to November last year then have it cancelled in October we were promised a full refund. Eventually after three months of badgering, some social media review posts my money arrived in my account yesterday. Thankyou Citrus Holidays, my faith has been restored.

We enjoyed our first trip with this company .so very disappointed when our trip to Brazil was cancelled twice due to COVID.,once only when we arrived at the airport and without any contact from them. They then continued to ignore our contacts regarding this which was very upsetting, although eventually they promise a full refund. We are now being constantly told we are still in a queue without any idea of payment dates or where we are in this so called queue.! Also their attitude seems to be take or leave it, so very frustrating as it’s now over three months since our re-booked trip from March to the October was cancelled. We used to recommend them to friends, so feel very disillusioned with lack of communication and broken promises.

We had a trip to Peru booked for May/20 which of course was cancelled and like everyone else we’ve been waiting for our promised refund ever since. While I do understand the challenges this past year has put on companies like Citrus I haven’t felt much sympathy from them on our situation. A little bit of concrete information would go a long way in keeping people patient. Assuming the first cancelled trips were to have taken place in March, why are there people with March trips still waiting for their refund? Would they not have been the first people refunded? Who have they been paying for the last 9 months? Anyone? Why can’t they tell me where I am the queue?

We also are "in the queue". Very hard to get through on phone. We were offered a full credit but only for a year.What happens if we still cant travel because of covid? Will the credit be renewed.We will still be out over $700.00 which insurance does not cover. Question is can we now opt for full credit or is it too late?

Always very helpful customer service.

We travelled on a package holiday to Brazil through Citrus in March. Partway through the holiday our hotel told us they were closing as were all hotels in Brazil. Unable to contact Citrus, our calls and messages went unanswered. We were stuck in Brazil and had to arrange our own way home which proved to be difficult and expensive. No response from Citrus even after a number of emails on our return. Our travel insurance said as it was a package holiday it was up to Citrus. I would not recommend anyone to travel with them. Beware Update after my post on here, Citrus got in touch via email and asked us to follow a link to let them know the problem. No link provided and I could not reply to the email. Still no response

We booked a holiday to travel in October to Sri Lanka and India. We made the final payment in July although I strongly suspected we would not be able to go. Citrus cancelled out holiday in September and I accepted a credit not for a full cash refund which I would receive at the end of January. I have contacted Citrus on many occasion to discuss this but they have not replied to any of my e mails. I am very disappointed in Citrus and intend to take legal action if I do not hear from the soon

Still waiting for my refund. Holiday was unable to go ahead to Cyprus been told x amount of weeks yet since...nothing.

We are still waiting for a refund from Citrus for our trip to Kerala. It was initially booked to depart in March and was understandably cancelled. We moved it until October 31st and it was cancelled again. They have offered to move the trip again but we want our money back. They’ve admitted they don’t have the money to give us a refund but hope to after the 31st jan 2021. We are worried this may not happen.

Always very happy with the correspondence and advice received from Victor at Citrus. The only disappointment is that we’ve had to pay almost £100 per person to move our holiday a year forward which we weren’t allowed to go on due to the pandemic. We feel the extra charge is unfair.

Ravi is very helpful dispite I changed my dates several times. He is resilient and kind. I also ask for extra nights and different flights and he was accommodating on the offers.

Dave and Mel have been very supportive and kept us up to date regarding our trip to Venice this Christmas which has now been cancelled. We settled for a voucher and will rebook later this year. Well mannered and polite; I cannot thank them enough and will recommend in the future. Kind Regards

Like most here... been waiting a fair amount of time to get a “so called refund”. We reach out every couple of months - same generic reply “not yet” even though our claim as a status of “processed”. I think the status is used to keep the regulators “happy”. They say they are paying them back... they say in the order of the trip cancellation... Hmmm... time to do some math here people. Anyone in March been repaid (like ANYONE)... Anyone for April trips... How about May, etc. Are they “really” paying people back. Citrus — in the interest of transparency.... how many booking did you have for March, April, May etc, and how many have you repaid in those months... Can’t wait for the “generic” response to this one.

Excellent , professional service delivery. Things well explained and handled quite well.

We were forced to cancel our trip in March due to covid and FCO travel restrictions and have been refused our refund. We could not claim through insurers as it was a package holiday and down to Citrus to refund they refused to pay. Went to credit cards and they too refused, went back to Citrus to advise last letter of action before the legal route and they haven't even acknowledged my email so now it's the legal route!! I'll never use this company again and will advise everyone the same 😢 Ok just an update....a solicitors letter was sent 14 days ago (08/01/21) and still no money, citrus haven't even acknowledged the letter, so now citrus have got to state why they are not going to pay and if that is not satisfactory it will be court.....

One should always give credit where credit is due , further to my recent post re refund l today received my monies due from Citrus Holidays and would like to thank those involved at said company who made this possible . l admit l was told l would get my money eventually and this proved to be the case . I am glad the matter is resolved and yes with certain guarantees would use the company again .

Very good reliable company that booked my flights for me in a professional and friendly manner.