Cancelled Flight Booked Through EU-Based Travel Agent - How/Who Do I Chase for Refund?

sniffydog

I was gifted flights through Flightgift who are a Netherlands based Travel Agent specialising in gifted/vouchers. In the end I needed to cancel the flights and the agent said that the airline (Etihad) had agreed to refund it to my voucher balance. 8 months later Etihad finally refunded only 20% of the fare with no explanation. Flightgift say they have queried it but have no response from Etihad in 2 months. I've had enough and want to escalate things but don't know who or how to go after the refund. Etihad have said they will only deal with the agent but Flightgift say it's the airline's issue and they are 'still trying'...

Any advice appreciated! Thanks.  

Westin

Have you looked over the fare conditions of the Etihad reservation (look on the original e-ticket).  Generally the flights advertised and sold by these OTA's are the restrictive, often non-changeable/non-refundable ones.  Your original fare purchase may only allow for a small refund/credit, if any.    I would also look over the Flightgift terms as they may also have deducted a fee for their services (cancellation and application for a credit).

CKhalvashi

Westin said:

Have you looked over the fare conditions of the Etihad reservation (look on the original e-ticket).  Generally the flights advertised and sold by these OTA's are the restrictive, often non-changeable/non-refundable ones.  Your original fare purchase may only allow for a small refund/credit, if any.    I would also look over the Flightgift terms as they may also have deducted a fee for their services (cancellation and application for a credit).

I can second this.

We have had access to fares on scheduled services that were not publicly available, even to other agents, in the past. These were negotiated directly with the airline Chief Executive and Operations department (it's a small but traditionally reliable airline and was negotiated as part of a wider deal). These were not refundable or changeable in any way and were HBO fares only, which that airline at the time didn't offer. Agencies will in general get different conditions to regular travellers although won't generally be negotiated on this level.

The agent may or may not have fees in addition to the refund given, as per your contract with that agent.

sheramber

Could they have refunded the taxes only?

sniffydog

Thanks for the replies. It looks like something like that has happened. There was a £20 admin fee but that's all from the agent. When the agent emailed to say that the airline had 'agreed to a refund' they may have meant agreed to a partial refund but they certainly didn't stipulate that. If I had have known I'd only get a pittance back I would have still used the flight. But if that is the case, what recourse do I have? 

CKhalvashi

sniffydog said:

Thanks for the replies. It looks like something like that has happened. There was a £20 admin fee but that's all from the agent. When the agent emailed to say that the airline had 'agreed to a refund' they may have meant agreed to a partial refund but they certainly didn't stipulate that. If I had have known I'd only get a pittance back I would have still used the flight. But if that is the case, what recourse do I have? 

None.

You have asked to cancel the flight and receive the refund detailed in the terms you freely could have rejected before booking.

The agent acted on your instructions.