My complaint:
On Tuesday 23rd May 2023 I used Opodo’s ‘flight freeze’ offer product to book a flight take advantage of their ‘Prime 30 day free trial’.
I immediately went to pay flight in full via the app (which is a requirement of the booking), however the Opodo app could not ‘import’ my booking.
I contacted Opodo via Chat email and they could not resolve this. However the person on the Chat (Harshit Khanna) did that I would receive a full refund (image attached as evidence – I have the screenshots of the full conversation on Chat).
Since then I’ve contacted Opodo several times for my refund but they take no action at all and just fob me off.
Following various communications and reviews I’ve added on Trustpilot, I have been given at least 4 case numbers for the same issue (3327007, 3317009, 3316640 3309846).
I’ve been told by a person on the phone (Mohamed Arif) that they would personally come back to me the next day, but they didn’t contact me at all.
I’ve been told countless times on the phone and on email that my ‘case has been escalated’ but nothing more.
I’ve been told on email that I would receive an update within 48 -72 hours but again heard nothing.
I’ve been told on the phone by one person that I would receive my refund but I haven’t received my refund or an email refund ation.
I’ve chased Opodo on email to only receive generic replies advising they’ll provide an update shortly.
Over 2.5 weeks have passed.
In this scenario, I am legally entitled to a full refund of my ‘flight freeze’ deposit as the booking was never available in the app for me to despite my attempts (I tried several times each day right up until the 29th May which was the last day the ‘flight freeze’ price would be in place).
In addition to actually being fully entitled to a refund, as mentioned above, I was told in writing on Opodo Chat and on the phone with a customer service representative that I would be refunded.
It should not take this long to issue my refund and I should not have to waste so much of my personal time following up and worrying about this which has been very stressful.
FYI Opodo have already conducted an audit of the Chat conversation to verify my claim that I was told I would receive a refund (this took place during WK/C 22nd May 2023)
The Opodo online help desk option does not recognize the booking reference I was given so I’m not even able to chase up on my refund via this option.
I will go through a small claims court if necessary as Opodo have no right to hold on to my money or to treat other consumers in this way.
Please can you help me?
Kindest regards
Lenora Daniel
Suggested solution:
Opodo need to refund me in full.
