The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Bravofly / Bravonext SAmy flight was cancelled or not? I want my refund conditions!

B
This review was posted by
a verified customer
Verified customer

Hello, I called last Saturday to your Contact Centre from Chile in order to ask the cancellation and the refund of two air tickets that I bought during last June. Your agent told me that he would contact the airlines (LATAM and Iberia) with the purpose of requesting the refund conditions in detail so that I could be in complete knowledge of them. Naturally, he also asked me to confirm the cancellation of my two flights (Bologna-Madrid, Madrid-Santiago, both for the for the 28th of February) and to confirm my e-mail address, in which I would supposedly receive the confirmation of the cancellation and the refund conditions (how much time it will take, how much money will keep BravoFly, etcetera). Nevertheless, until now, I have not received that information.

I have tried to call again to your Contact Centre but without success, so I kindly ask you to confirm this procedure that I requested last weekend and to send me all the details of the refund to my e-mail. Thank you very much.

Regards,

Benjamín Figueroa L.

P.S. My ID booking is [protected], my PNR codes are GSSYYB and UEQGFZ, and my e-mail is benjamin.[protected]@ug.uchile.cl

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Bravofly's response · Dec 05, 2016

    Dear Benjamín Figueroa,

    Thank you for providing us with your valuable feedback. We are extremely sorry to read that you have had cause to complain regardin our services and the long time taken to accomodate your request.

    We see that you were already in communication with a Customer Care agent. We will liaise with that agent to ensure that the proper care and attention is given to your inquiry.

    We will notify you once the validation process has been completed.

    Kind regards,
    Sofia

  • Updated by Benjamín Figueroa · Dec 16, 2016

    Hello, I have had to call again to BravoFly today because I never received the confirmation of my cancellation and the refund conditions. They wrongly registered my e-mail adress, so that mail was never sent to me (in fact, they took about TWO WEEKS to complete all the procedure). And finally, today, after calling to the Contact Centre, I read the confirmation e-mail, but this it was not the kind of information that I expected: it was, distinctly, an e-mail with some instructions to apply a discount voucher (for only 36 euros, versus the USD 976, 71 that my booking originally cost) in any purchase made through BravoFly's website.

    I do not want any discount voucher, I want my money back!

    Comments

  • Bravofly's response · Dec 19, 2016

    Dear Benjamín Figueroa,

    Thank you for contacting us.
    With reference to your request, we have asked our accountancy to cancel the voucher and proceed with the refund on your credit card.
    Once this will be processed, you will receive a confirmation email.

    Kind regards
    Sofia

  • Updated by Benjamín Figueroa · Dec 19, 2016

    Dear Sofia,

    Again, why BravoFly is refunding me only 17, 85 USD, when I originally booked my flights for 976, 71 USD (and a fair restitution should be of about 400 USD)? This seems to be a fraud because BravoFly never ever told me about the refund conditions (even I asked explicitly for them, as I have pointed out here in my first complaint, and also during my first call to the Contact Centre) and, if indeed your company has that kind of conditions, they are clearly unfair for the customer.

    So, I do not want this small alms as refund: I want a real and fair restitution of my money. Thanks you very much in advance.

    Comments

  • Bravofly's response · Dec 19, 2016

    Dear Benjamín Figueroa,

    Thank you for providing us with your valuable feedback and I am sorry you have had cause to complain regarding your booking with us. In our role as an intermediary between the airline and the client we are subject to all the airline's decisions regarding schedule changes, cancellation and refunds.

    With reference to your request for refund, the waiting time for your refund depends unfortunately on the airline which is responsible for the refund.
    I kindly remind you about our position as a travel agency; we can't process you more refund than what the fare rule of your tickets prevents as the latter is completely depending on the airline.

    According to the fare rule applied onto your ticket, just part of the taxes are refundable: here the notes from the GDS's airline system:
    16.PENALTIES
    CANCELLATIONS

    ANY TIME
    TICKET IS NON-REFUNDABLE.

    RLA‡[protected]/ 0.00/0.00/38.09/ONE/CCCAXXXXXXXXXXXX8955
    1.1FIGUEROALACKINGTON BENJAMIN/1/12/F/F/E

    Therefore if you are not fine with the refund amount offered by the airline, we kindly suggest you to forward your feedback directly to the operating airline.

    Please do not hesitate to contact us if you need any further assistance.

    Kind regards,
    Sofia

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