My complaint:
I Bought a fully refundable business class ticket in Decembre 29th 2022 for my elderly parents and their carer
Firstly, my parents were not allowed to fly due to age and disability discrimination, even though my father had a doctor’s fit to fly certificate and I had requested the highest level of care prior to flying.
I requested a refund on the 6th of January for the return ticket for a flight that was meant to happen on the 12th of January. This was a fully refundable ticket.
The money was meant to have been transferred to my credit card on the same day 05/01/2023 but it never arrived.
I called multiple times to find out why the money never made it to my credit card and they asked me to send the credit card statement of multiple months to proof that the money was not transferred
I did send my credit card statements for January, February, March to show that no transfer had been made
After this, they told me a transfer to the credit card was not possible and they asked me for a bank account to transfer the money, and I provided those details on the 22nd of April
I provided those details the following day 23rd of April 2023
I have been making multiple calls since then as the money never made it to my account nor the credit card.
On the 13th of June they promised to send me proof of transfer so I could talk to my bank
Still waiting. Called again on the 14th of July and they say they will email a copy of the authorisation of payment over the weekend so I can talk to my bank.
More than 6 months waiting and no refund
Suggested solution:
By refunding the full amount of the ticket to my bank account
