Budget air refunded flights

Mwj1985

Hi everyone, 

I booked flights with Budget Air in autumn 2024, to fly this summer. The flights are with Malaysia Airlines. 

A week after booking, Budget air emailed to notify me my refund request had been processed and the funds would go back on my credit card 

I contacted budget air immediately to tell them I didn't request a refund nor did I want to cancel the booking. They told me it appeared to be an error and to ignore it. 

A few days later, the full refund hit the credit card. 

The booking with budget air shows the refund, but Malaysia Airlines have issued tickets and we've paid an additional fee to select seats. I checked as recently as yesterday and the tickets remain valid. 

I've tried constantly since the refund to resolve this with budget air but it's like talking to the wall. 

They eventually stated the refund was their mistake and asked me to transfer it back. I said I'd pay them back, but only via the original payment method, the credit card. I also asked for some form of deduction for the stress and anxiety they'd caused. 

I'm yet to receive any form of reasonable resolution from them. I'm aware this appears to be a Dutch company using an Indian processing centre for their emails and web chat. 

Does anyone know if budget air retain the ability to cancel our flights with Malaysia? I must be utterly clear I am not trying to avoid payment and do not want to leave it as it is and turn up at the airport in the summer and be told my ticket is not valid. 

I just want some realistic agreement on what to pay and for it to be via credit card but they've simply ignored all my recent correspondence. 

I know some might say I've for free flights what's the issue, but this is not about avoiding payment, I want to do the right thing but I am more interested in whether they have the ability as a travel agent so to speak to cancel my tickets. 

Thanks to anyone who's read this. 

Caz3121

BudgetAir will own the booking until 24 hours before departure at which point ownership will pass to the airline. While they own it they can change or cancel it.
What they may do will probably depend on what has been done regarding paying for the ticket. If they have bought non-refundable flights from the airline with their own funds and refunded you in error then they are out of pocket to the cost of the flights. If they cancel the flights then the airline will refund them as per the fare rules which may be some taxes or a refund less a fee. They may decide that cancelling and getting something back is better than losing the whole amount. I expect the longer this goes on the higher the likelihood of losing your tickets.
Personally I would pay for the flight cost (same amount as was refunded in error) and treat the complaint as a separate matter...you may end up with a voucher off a future booking - although you probably wouldn't want to use them again

Voyager2002

Caz3121 said:

BudgetAir will own the booking until 24 hours before departure at which point ownership will pass to the airline. While they own it they can change or cancel it.
What they may do will probably depend on what has been done regarding paying for the ticket. If they have bought non-refundable flights from the airline with their own funds and refunded you in error then they are out of pocket to the cost of the flights. If they cancel the flights then the airline will refund them as per the fare rules which may be some taxes or a refund less a fee. They may decide that cancelling and getting something back is better than losing the whole amount. I expect the longer this goes on the higher the likelihood of losing your tickets.
Personally I would pay for the flight cost (same amount as was refunded in error) and treat the complaint as a separate matter...you may end up with a voucher off a future booking - although you probably wouldn't want to use them again

Agreed.

It is unlikely that they still hold your credit card details, so probably you will need to telephone them to make the payment.

Emmia

Personally I'd always book direct rather than with a third party, the fewer people/companies involved with flight booking the better.

Presumably you've looked at booking the same flights directly, and they're substantially more expensive? If not, (and as you have a refund) I'd be tempted to just rebook with the airline directly and tell budget air that's what you're doing.

Mwj1985

Voyager2002 said:

Caz3121 said:

BudgetAir will own the booking until 24 hours before departure at which point ownership will pass to the airline. While they own it they can change or cancel it.
What they may do will probably depend on what has been done regarding paying for the ticket. If they have bought non-refundable flights from the airline with their own funds and refunded you in error then they are out of pocket to the cost of the flights. If they cancel the flights then the airline will refund them as per the fare rules which may be some taxes or a refund less a fee. They may decide that cancelling and getting something back is better than losing the whole amount. I expect the longer this goes on the higher the likelihood of losing your tickets.
Personally I would pay for the flight cost (same amount as was refunded in error) and treat the complaint as a separate matter...you may end up with a voucher off a future booking - although you probably wouldn't want to use them again

Agreed.

It is unlikely that they still hold your credit card details, so probably you will need to telephone them to make the payment.

I get your point but this company does not have a single telephone number! 

heatherw_01

The flights won't be "free" btw. If you don't pay it back, the flights won't be there when you turn up at the airport as they will cancel them nearer to the date.

You could try to ask via chat for a payment link as their FAQ mentions a payment link.
https://www.budgetair.co.uk/customer-service/faq/payment/how-will-i-receive-the-payment-link

For future, it is always best to book direct, even if it is a little more expensive.
Companies like this one have lots of red flags.