Mytrip.com complaint: refund

Hi,

On May 24, 2020, I purchased an air ticket from Mytrip’s official website for a transfer from Perth to Townsville via Darwin on June 4, 2020. The order number is L3YX0D, Booking Reference: PMGYW4.

On May 25th, I want to change my ticket to May 29th. I contacted the customer service of Mytrip many times to the transfer plan. A customer service agent told me I could change my reservation to May 29th. When I decided to change, I called again, but another customer service officer told me there was no transfer ticket for May 29. I couldn’t change my booking.

Later, I contacted the customer service of Northern Airlines, and she told me that there are tickets departing Perth on May 29 and arriving in Townsville via Darwin on May 30. I did find tickets for May 29th on the official website of Northern Airlines.

I don’t know why Mytrip customer service couldn’t find this plan. They kept telling me that I couldn’t change my ticket. If you saved my phone calls, you can also recheck them. So I had to apply for a full refund on MyTrip. Then I booked my flight to Townsville on May 29th on GOTOGATE.

But the most ridiculous thing is that Gotogate is the company of Mytrip, and it said so in the emails you sent me. The invoice I received for order NO. L3YX0D was issued by Gotogate! But the customer service staff told me several times that there was no transfer ticket, so I had to cancel my booking and order it on Gotogate! !where is the trouble?

It has been one and a half years since I applied for the refund, I have called Northern Airlines and Mytrip several times to negotiate my refund. Northern airlines said they didn’t receive the money for the tickets, and I should ask refund from MyTrip. Northern Airlines has also sent you many emails urging you to complete the refund process as soon as possible.

I received my refund status email every month in the last year. I saw the last status update on December 17, 2020.

I am asking for a full refund. I don’t think this cancellation is due to my reasons, but more to your customer service system. I’ve been waiting for my refund. I think the refund process is flawed. You said the refund would normally be completed within 14 days, but you thought it might be delayed due to the epidemic. More than a year later, why the long delay? What have you done to complete my refund from 17 December 2020? When can I receive my refund? You have to come up with a solution.

If I do not hear from you within 5 working days, I will tell some of my Australian media friends and some news publishers about this ridiculous thing and report my issue to the ACCC.

Thank you for your assistance in this matter.

Regards

Hanbin WANG