Skyscanner not responding for a Refund

zayn

Hi All
Had a flight with LOT airlines booked via Skyscanner for 15.03.2020 which was cancelled by LOT.  I have been chasing SkyScanner who did not respond then went to LOT for a refund and they have replied with below.  I understand that this should now be for SkyScanner to refund me fully and respond to me but they just ignore all my messages. How do i escalate and get a refund should i go to my Credit Card Company .

thank you for your message.
We can refund only tickets bought on www.lot.com or on our Contact Center. Since you bought this ticket through travel agency if you wish to receive such refund, please contact CTRIP AIR TICKETING (UK) LIMITED directly.
We kindly ask you to keep all previous messages. Maintaining correspondence history will help us accelerate our processing of your case.
Best regards
LOT Polish Airlines

 

Streaky_Bacon

Your claim will be against the travel agent, rather than the airline.

I believe that Skyscanner do not act as the travel agent, and it seems that the company mentioned by LOT will be the actual agent. Check the paperwork you have to confirm this. This appears to be the company:

https://beta.companieshouse.gov.uk/company/10811048

You should try to contact them directly, either using an address from your paperwork and/or their registered office in the link. Also put something in writing with Skyscanner to request their involvement.

You should also involve your card provider at the earliest opportunity. Contact them to request a chargeback and also begin a s75 claim with them.

Some info here:

https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/

If she paid by credit card she should also consider beginning a s75 claim.

https://www.moneysavingexpert.com/shopping/section75-protect-your-purchases/

zayn

Streaky_Bacon said:

Your claim will be against the travel agent, rather than the airline.

I believe that Skyscanner do not act as the travel agent, and it seems that the company mentioned by LOT will be the actual agent. Check the paperwork you have to confirm this. This appears to be the company:

https://beta.companieshouse.gov.uk/company/10811048

You should try to contact them directly, either using an address from your paperwork and/or their registered office in the link. Also put something in writing with Skyscanner to request their involvement.

You should also involve your card provider at the earliest opportunity. Contact them to request a chargeback and also begin a s75 claim with them.

Some info here:

https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/

If she paid by credit card she should also consider beginning a s75 claim.

https://www.moneysavingexpert.com/shopping/section75-protect-your-purchases/

ctrip is skyscanner 
https://www.ft.com/content/c3fc9e80-8353-11e8-96dd-fa565ec55929
mentions they purchased skyscanner in 2018. As I purchased my ticket directly through skyscanner and made the payment to them. They should be responsible to provide me a full refund but despite my 100 messages to there helpdesk I am ignored 

Caz3121

zayn said:

I purchased my ticket directly through skyscanner and made the payment to them. They should be responsible to provide me a full refund but despite my 100 messages to there helpdesk I am ignored 

I would suspect Trip.com are your agent. Skyscanner are a comparison site but, due to the relationships, flights for trip.com show "Book on Skyscanner"
If you search your route and dates for next year, you should be able to replicate what you saw when you originally booked. 
if you make a dummy booking it you should see, under "customer support"

Trip.com will provide the customer support for this booking.

• en_flight@trip.com
• Trip.com support website
• Call (+44) 808 196 9996

zayn

Just had a reply from en_flight@trip.com , trying to fob me off with below

Dear Customer,

Thank you for contacting Trip.com.

Regarding your flight reservation from XX , we would like to inform you that if you wish to cancel this booking voluntary, the refund amount is around 27 GBP per person since it already passed the original departure date.

bagand96

Yes they are fobbing you off.  Tell them that as the airline have cancelled the flight, you are entitled to a refund, and as your agent they have to action it on your behalf with LOT.

zayn

this is ctrip's response after i asked are you refusing to provide me a full refund 

Regarding your flight reservation from XX , as per the airline policy we are unable to proceed with full refund after departure. If you still want to cancel this booking voluntarily the refundable amount is only GBP 27/person.

 Kindly understand that we as a travel agency could not commit to any confirmation and will need to abide to the policy provided by the airline company as per our agreement with them. Any changes, cancellation, related or non-related requests are always subjected to the decision and ruling of the airline.

zayn

this is there final response 

Regarding your flight reservation from XX, as per the airline policy we are unable to proceed with full refund after departure. As per the attachment the airline did not mention full refund d is possible and they did not mention the policy clearly. As per the ticket policy. if you would like to refund due to flight cancellation it still has to be done before the scheduled flight departure time/date.

Kindly understand that we as a travel agency could not commit to any confirmation and will need to abide to the policy provided by the airline company as per our agreement with them. Any changes, cancellation, related or non-related requests are always subjected to the decision and ruling of the airline.

Sounds like they are refusing to give me a full refund which i am entitled to for a cancelled flight by the airline under EU Law

Life__Goes__On

zayn said:

this is there final response 

Regarding your flight reservation from XX, as per the airline policy we are unable to proceed with full refund after departure. As per the attachment the airline did not mention full refund d is possible and they did not mention the policy clearly. As per the ticket policy. if you would like to refund due to flight cancellation it still has to be done before the scheduled flight departure time/date.

Kindly understand that we as a travel agency could not commit to any confirmation and will need to abide to the policy provided by the airline company as per our agreement with them. Any changes, cancellation, related or non-related requests are always subjected to the decision and ruling of the airline.

Sounds like they are refusing to give me a full refund which i am entitled to for a cancelled flight by the airline under EU Law

I doubt they actually believe the rubbish they are spouting.
What method of payment did you use?

Streaky_Bacon

It would have been better if they'd refunded you, but at least you can now show that you have requested a refund and been refused.

If you paid by card then start the chargeback process, if by credit card then put in a s75 claim also.

Westin

bagand96 said:

Yes they are fobbing you off.  Tell them that as the airline have cancelled the flight, you are entitled to a refund, and as your agent they have to action it on your behalf with LOT.

Agree. Might be someone their end not understanding what you are asking or just pressing the incorrect auto-block text response in an email.

Was the flight definitely cancelled by LOT? I though they still had services running on 15th March.  If cancelled by the airline then emphasis this to the agent and perhaps send them the airline cancellation notification message that you probably received.