My complaint:
Dear Sir or Madam
I am writing to you for advise and help to resolve a problem with mytrip.com, who is an online travel agency. I have purchased a flight ticket from them on the 24.01.2020 (Booking number: VCNWAK, Order number: L2LG8L) and it was cancelled in February 2020 due to COVID-19. I have requested for a refund in February 2020 which was going to take place within 3-5 weeks . It is now more than 11 months after, and my claim has not been completed.
I have made multiple attempts contacting customer service over the months and I have followed MyTrips complains procedure. However, it was not enough. I have learnt that company has a very unclear structure and they seems to do everything they can, to delay or to avoid my claim.
I have learnt that MyTrips marketing and selling is done by Gotogate,Inc. but they are actually owed by Etraveli Group AB. Etraveli are based in Sweden and according to TCs, they are dealing with all MyTrip complaints and claims.
I have tried to resolve my problem with both MyTrip and Etraveli but without success. Their answer to my complaint was inconclusive and every attempt to follow up on those complaints was dismissed. MyTrip for 11 months was claiming that there is a delay with all claims and together with Etraveli they stated that my case was handed over to the right department. Neither would share any additional information on how to contact complaints, claims or refunds department to follow up on my case (case number : 47944757, refund application number : 0400764603) . Every email I have sent was answered with a ation of receiving it or reassurance that the case is being handled. It clearly was not.
Today, when making yet another follow up call to customer service, I was notified that my refund request was cancelled. It happened without my consent, without giving me any notice, any communication, any reasons at all.
Strangely, only 10 days ago I have received an email from MyTrip saying that my refund request has been processed. I really do not understand why my refund was cancelled and they would not share any information with me regarding this.
I wonder if you could help and approach MyTrip or Etraveli on my behalf and mediate this process at all. Unless you would recommend me to start looking for a legal advice.
Yours sincerely
Jozsef Toth
Suggested solution:
A full refund or a credit note.