Booking.Com / GotoGate.com Refund

helloworld_1

Hi, 
I booked flights on 23rd November 2023 to Munich through Booking.Com, and received an email on 26th January this year that there had been a schedule change so I could either accept that or request a refund.

I requested a refund immediately and 5 months later I am still waiting for it. I've been on the phone to booking/gotogate (it seems that all flights through booking.com are actually through gotogate), numerous times and they still claim that they are waiting on KLM (who the flight was actually with) to refund them the money before they can refund me. I've tried to do credit card chargeback (as was booked on my Lloyds Mastercard) but have been told it's too late for them to do anything now.

I've obviously learned my lesson and will book directly with airlines from now on, but does anyone have any usable advice for me to get my money back now? It's about £1.4k I'm owed which is a significant amount to me. GotoGate keep saying my money is safe and I will get my money back as soon as KLM refund them but I'm becoming increasingly sceptical and concerned.

Caz3121

have you spoken to KLM to find out whether a refund has been requested and whether they have paid it?

eskbanker

helloworld_1 said:

I've tried to do credit card chargeback (as was booked on my Lloyds Mastercard) but have been told it's too late for them to do anything now.

When was the flight originally scheduled to operate?

helloworld_1

eskbanker said:

helloworld_1 said:

I've tried to do credit card chargeback (as was booked on my Lloyds Mastercard) but have been told it's too late for them to do anything now.

When was the flight originally scheduled to operate?

It's now gone - it was departing 16th June, the reschedule was for the same date but a later time.

eskbanker

helloworld_1 said:

eskbanker said:

helloworld_1 said:

I've tried to do credit card chargeback (as was booked on my Lloyds Mastercard) but have been told it's too late for them to do anything now.

When was the flight originally scheduled to operate?

It's now gone - it was departing 16th June, the reschedule was for the same date but a later time.

In which case a chargeback claim shouldn't be timebarred - you can invoke this up to 120 days from date of scheduled service provision, provided the claim is also within 540 days of the date of payment, so you have until October.

helloworld_1

eskbanker said:

helloworld_1 said:

eskbanker said:

helloworld_1 said:

I've tried to do credit card chargeback (as was booked on my Lloyds Mastercard) but have been told it's too late for them to do anything now.

When was the flight originally scheduled to operate?

It's now gone - it was departing 16th June, the reschedule was for the same date but a later time.

In which case a chargeback claim shouldn't be timebarred - you can invoke this up to 120 days from date of scheduled service provision, provided the claim is also within 540 days of the date of payment, so you have until October.

Thanks, I appreciate your help. I'll try back with Lloyds. 

Westin

Caz3121 said:

have you spoken to KLM to find out whether a refund has been requested and whether they have paid it?

Yes, do this. Ask KLM if a refund request was received from G2G. If so, ask if/when KLM actioned it.  If you can show that KLM have refunded G2G then your argument is on firmer ground.

helloworld_1

Westin said:

Caz3121 said:

have you spoken to KLM to find out whether a refund has been requested and whether they have paid it?

Yes, do this. Ask KLM if a refund request was received from G2G. If so, ask if/when KLM actioned it.  If you can show that KLM have refunded G2G then your argument is on firmer ground.

Thanks, unfortunately KLM seem to refuse to speak to me about it at all either on the phone or through the live chat and just tell me to speak to the travel agent.

Westin

helloworld_1 said:

Westin said:

Caz3121 said:

have you spoken to KLM to find out whether a refund has been requested and whether they have paid it?

Yes, do this. Ask KLM if a refund request was received from G2G. If so, ask if/when KLM actioned it.  If you can show that KLM have refunded G2G then your argument is on firmer ground.

Thanks, unfortunately KLM seem to refuse to speak to me about it at all either on the phone or through the live chat and just tell me to speak to the travel agent.

Is this even after giving your KLM reference (PNR) and asking them just to confirm if the airline has processed a refund?