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Travelgenio / flight cancellation refund

India Review updated:

I had cancelled a Brussels Airlines booking through the booking agent Travelgenio 3 weeks before flight with
PNR- KXSY85
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
Travelgenio
Travelgenio
Travelgenio

  • 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

    flight cancellation refund
    flight cancellation refund
  • 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.

An
Sep 29, 2017
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Comments

  •   May 13, 2018

    You are entitled on full refund plus more, if you the issuing agent had provided the attached documents only.
    aryan(at)vivaldi.net

    0 Votes
  • Su
      May 18, 2019

    Dear sir,
    I've just booked the flight MU 2071 from Beijing to Bangkok on May 24, 2019 for Mrs.Kamornwan Daoprakaimongkol. But there was some problems that make she cannot fly as the schedule. Can we refund the ticket? What should we do to refund the ticket? If it is possible, how much we will receive the refund money?

    0 Votes
  •   May 18, 2019

    @suwanna pipitpornsirikul To Mrs Suwanna Pipitpornsirikul

    You can cancell the booking at any time, but reguarding the refund, the certain rules must be stated in the text of the ticket or in the message, which you got along with primary ticket.

    I do not see anything due to the poor quality of the attached image .
    Do as follwos:-
    1. Prepare copy of (1) the ticket (2)the primary message of the trader - the site, whwere you had ordered PNR,
    in the high quality format, perefarbly .PDF (see windows print in your win10 laptop )
    2. Send the ticket and the porimary message to my email address:-
    aryan @ vivaldii.net // no spaces in the address field
    along with your
    1. full name
    2. your city, country
    3. copy of your above message in .TXT

    3. I will reply within 24 hours.
    Exeption: If the receved image will of the same pure quality, I will not consider it and wull not reply.

    Regards,
    Oleg G
    sr manager for ICAO and IATA irregulations
    aryan engineers ltd.
    aryan @ vivaldii.net // remove spaces in the address field

    0 Votes
  •   May 18, 2019

    @suwanna pipitpornsirikul To Mrs Suwanna Pipitpornsirikul

    You can cancell the booking at any time, but regarding the refund,
    the certain rules must be stated in the text of the ticket or in the message, which you had got
    along with primary ticket (PNR).

    I do not see anything due to the poor quality of the attached image .
    Do as follwos:-
    1. Prepare copy of (1) ticket (2)primary message of the trader - the site, where you had ordered PNR,
    in the high quality format preferably .PDF. See print in your windows 10 laptop .
    2. Send the ticket and the primary message of the trader to my email address:-
    aryan @ vivaldi.net // NO SPACES in the address field
    along with your
    1. full name
    2. your city, country
    3. copy of your above message or your exact request in .TXT

    3. I will reply within 24 hours.
    Exeption: If the received your images will of the same pure quality, I will not consider it and will not reply.

    Note, we do not answer on anonymous message.

    Regards,
    Oleg G
    sr manager for ICAO and IATA irregulations
    aryan engineers ltd.
    aryan @ vivaldi.net // remove spaces in the address field

    0 Votes
  •   May 18, 2019

    CORRECT ADDRESS: ARYAN @ VIVALDI.NET // remove spaces in the address field of email program
    The above is the only one exeption .
    For futture, we do not serve the users free of charge, the users which had paid for their ticket to others previosly.

    0 Votes

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