Booking.com refund issue

kahocking

Hi,
Can anyone give me any advice on what to do please?

On 9th November I booked 4 flights from London to Tokyo via Cairo with Eygptair with Booking.com for 18th July and paid 2,269.99.

On 19th June I received an email from Go to Gate / Bookings to say my flight had been changed and that the 2nd leg was 2 days later and that I could either agree to take the new flight or get a refund.

I booked alternative flights (with go to gate) with Thai air (at an increased cost).

I then completed the form with Booking.com to request a refund for my flight.

I received an email from Booking.com to thank me for making my selection and to say that once my cancellation had been processed I would receive a refund.

On 28th June, I noticed that my flight was still showing as confirmed on the Booking.com app and so I contact Bookings via their chat to ask why this was and ask when I would be receiving my refund.

Because the chat timed out Booking emailed me a response which said that my case for refund was under process of approval with the airline, that my case had been escalated and that once they received the authorisation I would get a refund.

I contacted Bookings.com on 1st July and was told the refund authorisation had been sent to their ‘concern’ team and that I needed to wait.  I have a copy of this conversation.

I contacted Booking.com on 5th July (yesterday) and was told that rather than processing a refund that the flight alternative had been selected and that once the selection had been made the cancellation goes according to the airline policy.  I sent a copy of my email confirming my refund and was told that my case had been escalated to a higher management team and I would receive a response via email.  I have a copy of this conversation (photo).

I haven’t heard back from Booking.com and the flight is in less than 2 weeks.  It’s such a lot of money that I am feeling really quite stressed out!

Caz3121

Sounds like they have messed up. Whilst Booking.com is fine for hotel bookings, I would never book a flight with them as their suppliers like gotogate have poor reputation.
What does the Egyptair website show as the flights? (they only appear to fly from Cairo to Tokyo once a week on a Saturday)
Are gotogate saying you accepted the revised flight schedule when you actually requested refund? are they saying that you requested refund and they accepted revised flight in error?

kahocking

The Egyptair website is showing the booking as confirmed.  Maybe I should contact them and see if they can do anything.