With our bag on the scales at the airport we were told that due to Italian air traffic control strikes that all flights were cancelled and we could not get another flight. We were unable to rebook and unfortunately Florence will have to wait. I was immediately in direct contact with Iris about the situation and she was brilliant! So kind, understanding, compassionate and went over an beyond. We were only due a partial refund by this point but as a gesture of goodwill Iris agreed to refund the whole amount. This was such great news and shows the brilliant service that she provides to anyone that may book with her. We will get back there one day and hope to see Iris soon!