My complaint:
I booked a flight on the 7Nov2023 from Porto to Reikiavik from 25Nov to 3Dec and paid through paypal. I got a ation, saying it was almost done that I would soon get my tickets in my email box. The tickets didn’t arrive and on the app the ation was the same as in the beggining, that it was almost done.
I asked why I didn’t get the tickets in the help section of the app and I was told the trip was cancelled because it wasn’t paid. I sent the paypal invoice and they replied that the trip was cancelled and that I should receive my money back, but it should take a bit longer because it was through paypal.
Today, 17nov2023, I asked again why haven’t receive my money and why would they not respond on paypal, on the dispute I opened and I was told that according to the invoice I sent, everything was ok with the trip. They added that the info I got earlier was regarding another reservation not paid for (I didn’t make another reservation).
In the meantime, I booked another trip and asked again for a refund, as I was wrongly informed (after I send the invoice, they continued to say it was cancelled). They said it is not possible to get a refund, that as courtesy they will reimburse me with €20. I paid €943,44.
I asked how I can make a complaint and the pages they direct me show error 404. So it is impossible to do it through their page and they say they don’t have a direct link for that purpose.
Suggested solution:
They should refund me.
