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Oman Air Refund Query - Please Help

Hello all, apologies if I have posted this in the wrong section!

On 20/03/20, I booked a one way ticket with Oman Air to get back to the UK from Thailand. When I was making the booking, their system kept crashing. Each time I entered my card details on the payment page and submitted, I got an error message saying, "session expired, start again". I did that twice then gave up.

An hour later, when checking my email, I had 2 bookings under my name. Several calls were made to Oman Air and I was advised to send an email to their Refund team, which was done. This was mentioned at check in as well at the airport in Thailand and the same advice was to email their refund team. My bank also advised to contact them as payment had already been taken. I proceeded to travel on one of the bookings to get back to the UK.

I went ahead and made several more calls and email inquiries and finally got a reply over 2 weeks later. It read like one of those automated emails and they offered to extend my ticket for a year, which is not the outcome I am after at all. This duplicate occurred due to an error on their system and I had followed all procedures so I told them I want a refund not an extended ticket.

The next (seeimingly automated) reply was a link to their website to fill in a feedback/complaint form. I filled in all the info, which was the very same details I had already provided the refund team via their specific contact email, and I also explained what had happened. I included both of the tickets, screen captures of the error message and I then clicked send and got a reference number. There was also a message on that web page after submitting my complaint/feedback stating that any refund queries should go to the "refund team" at the same email address I had already contacted. I went back and replied to them including a print screen shot of the feedback page they had asked me to fill in stating that they are the ones who should be dealing with refunds. I also requested for them to issue my refund without further delay. A few days later, it's another automated response directing me to the same website link to provide feedback. My query and request for a refund has been completely ignored. At this point I now have multiple reference numbers for the same request for a simple refund that I initially requested and all avenues seem to be leading me in circles.

I have read that I can log a complaint with Aviation Dispute Resolution, but that I have to wait 8 weeks from the date of my complaint. Is there an alternative route I can go through to get this resolved and my money back? So far Oman Air are not indicating that they will give me a refund let alone a direct response to my request.


  • Alan_Bowen
    Alan_Bowen Forumite Posts: 4,794
    Part of the Furniture 1,000 Posts Name Dropper
    I suspect your issue has got caught up with the hundreds of thousands of people whose flights were cancelled and are looking for a refund, which is a different issue to yours entirely. If you have exhausted Oman Air, the easiest way forward is to call your credit card issuer and explain the situation of double charging and ask for a section 75 claim. The other lesson to learn is to wait a few hours after trying to make a booking and see if there is a booking before starting again
  • EstellaH
    EstellaH Forumite Posts: 3
    First Post
    Thank you so much for your reply Alan. Much appreciated. I will contact the bank and refer to the section 75 claim as advised as I'm definetly not getting any where with Oman Air. Today I've had the same automated response for the third time - All in one email trail.
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