Complaints and refunds: how to get companies to listen

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Coronavirus exacerbates problem of getting hold of customer service by email or phone

If it feels as if every company you have contacted in recent months has done everything it could not to talk to you, that may be right.

Airlines, holiday firms, online retailers – and even the big supermarkets – have all been accused of removing customer “contact us” options from websites or failing to answer phones during the Covid-19 pandemic.

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