Aeromexico: Cancelled flight: Refund difficulty

Alex_Anna

Hi all! I hope I am posting this in the right section. I really appreciate any help/guidance!

In 2019, I purchased flights from London to Mexico for October 2020 through the site Travelgenio for an Aeromexico flight.
In September 2020, the flight was cancelled.
In October 2020, I got a voucher for the cancelled flight from Aeromexico.
In January 2021, I purchased flights from London to Mexico for October 2021 using the voucher.
In August 2021, the flight was cancelled.
I requested a refund but was refused a refund. Aeromexico claim that since I paid using a voucher I can't get a refund (but only a replacement voucher).
I filed a complaint with the Civil Aviation Authority.
The Civil Aviation Authority responded saying that they had not received a response from Aeromexico. The CAA provided the following response:
"I am sorry to tell you that we have not received a response from Aeromexico that contains further information required to resolve your complaint, despite our reminders.
In general, under UK (EU) Regulation 261/2004, it is the airline which must prove that they do not need to offer you a refund of your ticket. In the absence of any information from the airline to justify their position, we have proceeded to consider your complaint based on the information provided by you. Based on that information provided by you and the lack of information provided by the airline, the CAA's opinion is that a full refund of your original ticket cost would be payable in your case."

I'm nervous about going to claims court, but not sure I have any other option. Have others been in a similar situation? It's a huge amount of money, that I can't risk losing. What would you recommend?

Any help greatly appreciated!

Alex_Anna

(Apologies, I realised that I posted this in the wrong thread.. and now I have no idea how to delete! Sorry)