My complaint:
I have made three reservations for me and my wife and two other couples.
the reservation numbers:
All the reservations include:
– a flight from TLV-CPH with Pegasus on 10/12/2023.
– 5 nights staying in a standard room at Copenhagen at Scandic Palace Copenhagen.
– a flight from CPH-TLV back with Turkish Airlines on 15/12/2023.
due to the Pegasus flight change, we asked to cancel the flight for all reservations and indeed received a refund and we found an alternative flight with Norwegian Air Shuttle.
Until this point, there was no problem.
As you know, Israel has been at war since 7 October.
Because of this, All our flights were cancelled by the airlines.
I contacted the hotel and asked them as an act of consideration of the difficult situation here, to cancel our reservation and fully refund us, and they agreed immediately.
I contacted you and requested a refund for the hotel and flights.
After all the chats and calls, I have received a refund for the hotel only on my reservation: 12390466932.
I made the last call on Friday, 8 October 2023. I was promised by your agent on that call for the fifth time that my request would be escalated to your refund team and I would receive an answer in 72 hours…
Until writing these words, I didn’t receive any answer or refunds!!!
problem left without handling:
1) 12390537903 – waiting for a refund for the hotel and Turkish Airlines flight back
2) 12390466932 – waiting for a refund for the Turkish Airlines flight back.
3) 12390388901 – waiting for a refund for the hotel and Turkish Airlines flight back
Didn’t get the refund while writing these words
Suggested solution:
Make a full refund for all three reservations as I detailed in my complaint.
We are entitled to a refund.
