OPODO Stole my money

Alice55

Hi all I am looking advice and guidance on this query

I booked two flights for myself and my father to travel to Japan in 2020.  Covid hit the world and all flights cancelled.  On the OPODO app It showed I had flight credits as British Airways refunded OPODO.  I cannot remember asking for credit however I let it go.  Over the next two years I made  over 150 calls/online chats and WhatsApp messages to try and rebook flights because the voucher would not work online or on app.  I have many many print outs of chats with different OPODO staff and call records to prove this.  I have spoken to British Airways who state they have no responsibility as they refunded OPODO.  I asked Opodo for a full refund before the voucher was due to expire at end of April, I contacted them again and was told it was being dealt with.  Today I contacted OPODO to asked what stage refund was at to be told Voucher expired and not entitled to refund.  This is over £1000, I am an essential worker and this amount of money is huge for me.  I paid by debit card at the time.  Who can help me.  This is wrong on so many counts.  

Anyone else have similar problem and got it sorted.  At wits end here  

silvercar

I feel for you. I’ve lost a BA upgrade voucher and a 2-4-1 because they expired before they could have been used, not for the want of trying.
I would try making a formal complaint to opodo. Also how did you pay for the flights originally? If credit card they may be willing to help.

eskbanker

silvercar said:

Also how did you pay for the flights originally? If credit card they may be willing to help.

From OP:

Alice55 said:

I paid by debit card at the time.

which unfortunately eliminates any assistance from the card company.

Alice55 said:

Over the next two years I made  over 150 calls/online chats and WhatsApp messages to try and rebook flights because the voucher would not work online or on app.  I have many many print outs of chats with different OPODO staff and call records to prove this.  I have spoken to British Airways who state they have no responsibility as they refunded OPODO.  I asked Opodo for a full refund before the voucher was due to expire at end of April, I contacted them again and was told it was being dealt with.  Today I contacted OPODO to asked what stage refund was at to be told Voucher expired and not entitled to refund.

You wouldn't normally be entitled to any refund on the expiry of a voucher, but if you're looking to hold them financially accountable for the inability to rebook during its validity period then that does sound like it'll be tricky, unless they clearly accepted liability for this in writing at any point, e.g. in what way did they say your request "was being dealt with"?

silvercar

eskbanker said:

silvercar said:

Also how did you pay for the flights originally? If credit card they may be willing to help.

From OP:

Alice55 said:

I paid by debit card at the time.

which unfortunately eliminates any assistance from the card company.

Alice55 said:

Over the next two years I made  over 150 calls/online chats and WhatsApp messages to try and rebook flights because the voucher would not work online or on app.  I have many many print outs of chats with different OPODO staff and call records to prove this.  I have spoken to British Airways who state they have no responsibility as they refunded OPODO.  I asked Opodo for a full refund before the voucher was due to expire at end of April, I contacted them again and was told it was being dealt with.  Today I contacted OPODO to asked what stage refund was at to be told Voucher expired and not entitled to refund.

You wouldn't normally be entitled to any refund on the expiry of a voucher, but if you're looking to hold them financially accountable for the inability to rebook during its validity period then that does sound like it'll be tricky, unless they clearly accepted liability for this in writing at any point, e.g. in what way did they say your request "was being dealt with"?

In my experience, the message that your request is being dealt with just means that they are looking into your request for a refund. This then takes a long time and if they decide not to grant the request, they eventually let you know. The problem is that during the wait your voucher has expired, so all you get back is the now expired voucher that you wanted to cash in.

If BA did refund Opodo then you should be entitled to your refund.

Alice55

I contacted BA a few times who clearly stated that Opodo holds my money. I have print outs from Months ago telling them the online booking with voucher and App does not work. I thrn asked before the voucher expired for a full refund due to not being able to book flights and I got the same response to every query..your request has been escalated, one of our team will contact you with 24 hrs or 48 hrs..sometimes they said 5 working days..Not once did anyone call or reply. Surely this is illegal. How can a multi million pound company get away with stealing the money off a customer..  Robbers wear masks..Opodo do it in plain sight. 

eskbanker

Alice55 said:

I contacted BA a few times who clearly stated that Opodo holds my money.
But if you accepted this refund from Opodo in credit voucher form then that's no longer relevant.

I have print outs from Months ago telling them the online booking with voucher and App does not work.
You telling them you couldn't make a booking is one thing, but have they accepted liability for this anywhere in writing?

I thrn asked before the voucher expired for a full refund due to not being able to book flights
But have they at any point indicated that they were willing to refund the voucher's value, or extend its validity?

and I got the same response to every query..your request has been escalated, one of our team will contact you with 24 hrs or 48 hrs..sometimes they said 5 working days..Not once did anyone call or reply. Surely this is illegal. How can a multi million pound company get away with stealing the money off a customer..  Robbers wear masks..Opodo do it in plain sight.
There's no excuse for such poor service, but in itself it's not illegal, and likewise it's not theft.

It's an unfortunate situation but based on what you've posted it's still not clear that they've actually breached their contract with you?

CKhalvashi

eskbanker said:

Alice55 said:

I contacted BA a few times who clearly stated that Opodo holds my money.
But if you accepted this refund from Opodo in credit voucher form then that's no longer relevant.

I have print outs from Months ago telling them the online booking with voucher and App does not work.
You telling them you couldn't make a booking is one thing, but have they accepted liability for this anywhere in writing?

I thrn asked before the voucher expired for a full refund due to not being able to book flights
But have they at any point indicated that they were willing to refund the voucher's value, or extend its validity?

and I got the same response to every query..your request has been escalated, one of our team will contact you with 24 hrs or 48 hrs..sometimes they said 5 working days..Not once did anyone call or reply. Surely this is illegal. How can a multi million pound company get away with stealing the money off a customer..  Robbers wear masks..Opodo do it in plain sight.
There's no excuse for such poor service, but in itself it's not illegal, and likewise it's not theft.

It's an unfortunate situation but based on what you've posted it's still not clear that they've actually breached their contract with you?

I have to agree.

I see this as the following;

Booked flights through Opodo (why? Just why?)
Flights cancelled, refund to Opodo given
Voucher given to you at your request
Voucher has expired
Refund has been applied for on the basis of an expired voucher.

An expired voucher will likely have a £0 value.

I have the same questions as Eskbanker above.