Travelgenio / flight cancellation refund
I had cancelled a Brussels Airlines booking through the booking agent Travelgenio 3 weeks before flight with
Ticket No.- [protected]
Travelgenio Booking Code- PQWR68
Travelgenio claim that flight is not cancellable since base fare is less than cancellation penalty. On being asked for refund of taxes which are more than 400 euros they claim Brussels airlines claim taxes are also not refundable.
Brussels airlines claim only penalty of 190 euros plus service charge and YR tax would be deducted and balance 320 euros has been refunded to Travelgenio. On being asked for email certificate they sent an email with all details and amount to be refunded.
After forwarding this email not once but twice to Travelgenio still have not received a response or refund or proof saying airline has refused to refund taxes.
On numerous occasion calls were made to customer care. They make you wait 20-30 mins each time (sometimes even cut the calls) and say they will take 3-5 days to contact the airline.
Its been 2 weeks and still no proof of what Travelgenio claims. The airline has repeatedly given email certificates to prove their claim
TravelGenio Customer Care's Response, Sep 29, 2017
Hi Anuj 89Shah. You will receive a reply by email within the next few hours. Thank you for your collaboration.
Updated by Anuj 89Shah, Oct 03, 2017
After posting this complaint travelgenio sent me an email saying the YQ tax is not refundable. Their reason was that the airline would not refund the tax. After forwarding this email to the airline their response was that is not true and the YQ tax is refundable. Travelgenio still hasnt provided any proof of their communication with the airline. Awaiting any proof since the airline is still contradicting what travelgenio claims. This is the third such instance for 2 & a half weeks. No resolution on this matter still.
Alll emails attached
Updated by Anuj 89Shah, Oct 03, 2017
In response to the previous comment I spoke to Travelgenio again. I requested any proof that an agreement exists that shows YQ tax is not refundable to the travel agent.
Carlota - the customer care agent mentioned that she spoke to the airline herself and that the agreement exists but cant share. After requesting any proof she said another department would reply and that she cant do anything further. She said the airline might say that the tax is refundable to the passenger directly and not to the travel agent.
After this I spoke to the airline again (this is the eight time). The airline again said that there is no such agreement with Travelgenio or any other travel agent that the YQ tax is not refundable. They have always shared email proof of the refund charges and ticket rules. They said that the money has already been refunded to the travel agent and to contact them for the refund.
Expect a response on this
Updated by Anuj 89Shah, Oct 16, 2017
its been a month and still travelgenio hasnt provided proof of communication with Brussels airline or disbursed the refund amount. They keep on saying airline has not yet processed the refund whereas the airline has said full refund amount was refunded 1 month back itself.
More Travelgenio Complaints & Reviews
- [Resolved] Travelgenio - travelgenio do not respond to refund and credits for flights 
- [Resolved] Travelgenio - change of date for ticket 
- [Resolved] Travelgenio - this company is a fraud. don't book with them 
- [Resolved] Travelgenio - refunded money
- Travelgenio - incorrect price 
- [Resolved] Travelgenio - payment method unavailable
- [Resolved] Travelgenio - customer service 
- [Resolved] Travelgenio - flights 
- [Resolved] Travelgenio - charged higher on credit card, unethical behaviour, lack of information
- [Resolved] Travelgenio - flight cancelled, no refund received - it has been almost 3 months