This agency is completely inadequate in doing any sort of legwork to get a refund.
Our flight got cancelled due to nature, and the airline sent half of the refund, however there was a glitch in the system that delayed the second refund.
I did all the legwork in reaching people at the airline (while going through the hurdles of the airline telling me that the agency is supposed to contact them not me).
At one point, the woman ""helping' me at Picasso Travel told me that she received an email from the airline telling them that they could only contact them once every 6 weeks. Once every 6 weeks, serious?! I had been waiting for my refund for 6 months at that point.
I ignored her and the email and continued doing the legwork MYSELF. and it was because of MY LEGWORK that we finally got our refund.
However, once the airline confirmed they sent the refund to Picasso Travel, I contacted them to see if they had received it and they told me could not locate the refund. Furious. After another day of emailing and calling, the woman at Picasso Travel wrote me an email telling me they had found the refund and processed it. (How about that?)
They are inadequate at refunds and need to be bugged every few days and held by the hand every step of the way.