Agent and airline are not communicating and there's little I can do

[Deleted User]

Hi everyone,

First off I'd like to offer thanks in advance to the people sharing their knowledge and wisdom on here, and putting aside their time to help others. I really appreciate that a community such as this exists!

OK - so here's my problem. I booked a flight through Opodo with Philippine Airlines in February, and it was due to depart in April. Of course, it was cancelled. I've since learned that Opodo are a terribly unhelpful company and I certainly won't be using them again, so no need to bring this to my attention!

Anyway, I started off the refund process with Opodo, and I was very careful to specify that I wanted a refund and NOT a voucher or re-booking. Anyway, about 2 months later I received an e-mail from Opodo, containing my brand new flight voucher which can ONLY be used with Philippine Air. I then called them up and was told that cash refund was never an option - not true. So, I called Philippine Air to ask them about it and they say that Opodo never even tried to get a cash refund from them at all.

So ... yeah - I'm stuck in limbo with an agent who, despite multiple calls asking them to rectify the problem, are refusing to communicate with the airline, and an airline who say they can't help me further since the booking was done through an agent.

Is there anything at all I can do to get my cash back? I booked with a visa debit card, and I didn't have travel insurance at the time of cancellation.
Thanks for any help you can offer 

Etch

Search for "Opodo chargeback" in this board (category). But you are approaching the 120 day limit for a chargeback, so need to act quickly

Nick212010

I’m in a similar situation with Opodo and Etihad. Etihad won’t deal with me, and communication with Opodo has ceased from their end. 

I will be issuing a chargeback via my credit card provider, but your contract is between yourself and Opodo, who will no doubt claim that they have technically done nothing wrong and refuse the refund via this method. My airline cancelled the flight on this occasion, so it’s that company that have failed to honour their end of the agreement and not the travel agent, unfortunately.

Westin

Etch said:

Search for "Opodo chargeback" in this board (category). But you are approaching the 120 day limit for a chargeback, so need to act quickly

I am not sure that will work.  From previous reports is seems credit card companies and insurers are viewing a credit voucher offer as being a satisfactory ‘refund’.

OP, it might be worth researching more as to whether the airline was actually giving refunds. Many at the time were pushing out credit vouchers. Possible that Opodo got you the only option offered at the time by Philippine Airlines. Some are now offering the option to convert the voucher into a refund.  

Thrugelmir

george7378 said:

So, I called Philippine Air to ask them about it and they say that Opodo never even tried to get a cash refund from them at all.

Which seems an easy way of passing the buck. Effectively no interest in your complaint. They regard the matter as closed. 

[Deleted User]

Thanks for replies so far - I actually just filled in a dispute form with my bank (Nationwide) and sent what evidence I have of the problem. Didn't even know this was an option for debit payments. Now I'm waiting for a reply. I'll update you all if something comes through, but it'll probably be a few weeks. Thanks for your valuable suggestions 

[Deleted User]

...oh yeah, bonus question!

I also paid separately for a visa application for my destination - New Zealand. This was done through the NZ immigration site. It was a £140 payment for a Working Holiday Visa, which is only valid for 1 year after grant. NZ closed their borders, and it looks like they're going to remain closed until my visa expires.

I could try charging back for this too, but maybe someone here has been able to extend a visa or get a direct refund?

Cheers 

Etch

The answer to the bonus question appears to be "You cannot get a refund if your application has been completed, even if it was declined. This is because the fee you pay covers the costs of assessing your application.":
https://www.immigration.govt.nz/new-zealand-visas/already-have-a-visa/my-situation-has-changed/visit/can-i-get-a-refund-for-my-application-fee