BYOJET refusing refund after agreeing refund..
Apologies for the long post, but I'm After a bit of advice if possible, I think our travel agent is trying it on..
We booked return flights to Tokyo with an online company called BYOJET (who are part of Flightcentre in the UK) on 2nd May 2019 for our wedding anniversary to travel 27 March 2020, returning 2 weeks later.
Obviously due to the pandemic we couldn’t travel , in the meantime BA changed the flight destination from Narita airport to Haneda airport, saying I could request a refund if this was not acceptable. and I tried to contact Byojet for advice on a refund only to be met with a constant ringtone, before being cut off.. I tried BA, no answer. they eventually replied to my email on 4th April saying I had to go through Byojet as the contract was with them.
Last resort, I completed the byojet credit shell form on 5th April, then.. nothing until 12th May when I received an email from Byojet saying they had received the request and were working through them. Ok I thought, its all in hand itll take time, but we will get there..
12th June I receive an email from Byojet asking me to contact them to discuss the options I had.
I rang and managed to get through discussed the fact that BA had changed the destination and I would like a refund. I was put on hold for 10 minutes, before being told the refund had been agreed and I would get a refund of the full amount, £3,300 within 12 weeks. I asked for an email conformation which then agent said would be sent. All good then, just a bit of a wait. Well, not quite...
This morning I wake up to the following email-
'Greetings from BYOjet Travel!
I have sent this email in regards to your booking. We are sorry to inform you that the refund request for this booking ha been rejected by our accounts team due to ticket already expired more than 01 year from date of issued. Ticket valid from the date of the ticket issuance. Where in, your ticket issued last 02nd of May 2019, once the refund request after the ticket issued it was not permitted anymore and the ticket will be forefeited.
We will not process any refund anymore and no amount to be credit back on your end.
Please be advised this email is monitored between 7am to 7pm AEST (Australian Eastern Standard Time) Monday to Friday only.
Obviously, a little bit of shock sets in.
I rang them only to be told its been more than a year I had forfeited the money. No refund.
I tried to explain that I had tried to resolve it well within a year only to be told, no, end of story we will not refund, goodbye, phone disconnected.
As you can imagine, I’m a bit upset by this. I understand we are in unprecedented times, but surely this isnt correct?
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It was on Credit card.
Alan_Bowen said: yep, thats the next step i think.
Ive just had an interesting conversation with BA, it appears BYOJET contacted them on the 7th May, a month after I sent the form to them, and advised BA I would be getting a credit shell. news to me. to add insult to injury, because of this BA closed the booking, We had also used 35,000 AVIOS points to prebook the seat spaces, which i thought would be an easy refund. BA have said because BYOJET told them they were going to credit shell us, we cannot reclaim the points now..!
this is all getting very stinky!
Did you pay by AVIOS as well??
no, after the initial booking, we prebooked the seats via BA with the avois points. Completely seperate transaction not involving byojet at all, but According to BA byojet contacted BA Saying they were going to credit shell us, so BA closed the booking and the avois points have disappeared into the ether, which considering the value of them, doesn’t seem right.
This article may (or may not) be relevant.
I'd certainly chase BA for the Avios back
yea, BA.. very sneaky what they’ve done, no doubt, I’ll get onto them this week. Regardless of the outcome, they will not be used by me When we rebook the Japan trip. Or ever, to be honest.
We have checked our latest statement and can see that we have not yet received your funds from the airline. We are currently receiving over 2000 refunds per week that we are processing back to our Customers.
well, the moneys been credited back to us from visa, so we’ll keep that, thankyou. Good luck getting your money back from BA, byojet.
I hate to think how many people who don’t need the mental stress of sorting this out are undeservedly out of pocket having just accepted the initial response from companies like this.