My complaint:
We booked tickets through Opodo for separate flights tofrom Fiji . My husband contracted a mild Covid case and we had 2 positive PCR tests.The first time we just changed the booking. THe second time we wanted them to contact the airline to explain that we had a positive PCR test. They failed to do so and so we were marked as a No show when we had emailed documentation to them and called them on March 28th explaining the situation. We had purchesed cocid cancelation insurance through their website and now we are being told that we did not cancel so we are not eligible for a refund or to apply for the insurance. (we were told that we need documentation of the flight cancellation.) This is highly upsetting as we have had to talk to multiple people including the airlines directly to exlain the PCR situation. ANA policies state that their tickets can be changed if it is Covid related but in our case we did not have anyone get back to us from Opopdo for 9 days despite our follow up calls. We also were told by ANA they can only deal with the agent so we were in a catch 22 trying to explain the situation to the airline and to Opodo and getting no help from either.
More evidence can be provided
Suggested solution:
by refunding the cost of the ticket that we could not re-book due to their negligence in reporting the PCR test to ANA. (a new flight cost us 82,200 yen)
