My complaint:
January 16, 2023: I purchased 2 tickets from Mytrip in Upsala, Sweden, to travel from Cordoba, Argentina to Stockholm, Sweden, on June 29; approx. cost USD 2,000, paid in crowns from my daughter’s account in Sweden. (See Invoice and TAP flight itinerary in PDF file).
June 4: I received an email from Mytrip informing me that the flight had been cancelled by the airline and that my only option was to request a refund, which I did immediately.
June 5: I received an email from Mytrip ing receipt of my refund request, and informing me that it normally took between 5 and 15 days to process.
(We travelled to Europe by Air France with tickets purchased on June 6 from another agency.)
June 27: I received emails from TAP offering to upgrade the ticket of the flight cancelled by the airline and an invitation to check in to the flight cancelled by the airline (we were already in Europe). I contacted Mytrip by chat and was told that I had to be patient, that the process of refunding me took time. The representative avoided answering my questions regarding why I was receiving these emails from TAP.
June 29 through July 18: a long series of calls, chats and emails with the same result; many evasive responses.
July 19: I received an email from Mytrip informing me that the tickets were non-refundable as per the policies of the airlines and that the airline had marked us as “No Show.”
July 20 to the present day: one telephone call, many emails and several online chats in which I asked:
1. How can a passenger appear as NOSHOW (or even show up) for a flight that has been cancelled by the airline?
2. How can a flight cancelled by the airline be non-refundable?
Upon finding themselves cornered by my questions, the representatives answered that I was right, that yes I was entitled to a full refund, and that yes, it appeared to be a scam or swindle. (I have the transcripts of the chats)
August 12: In a 1.5 hour chat (I have the transcript) I threatened to report the maneuver of what appeared to be fraud and embezzlement to the Police. The representative promised to raise the issue immediately to a higher level and agreed that yes, I was entitled to a full refund.
August 20: I received another email from Mytrip with virtually the same content as the emails of June 4 and 5.
I am still waiting for the refund. Please see uploaded copy of cancellation. All significant documentation, emails and chats are in a 20-page PDF file (which cannot be uploaded here).
Suggested solution:
Minimally by making a full refund immediately. (The one-star rating is excessive, but I am unable to remove the star and leave 0 stars).
