The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
JetabroadStolen my refund from the airline

R Nov 02, 2020
This review was posted by
a verified customer
Verified customer

I booked two flights scheduled in March 2020, one with Ryanair and one with Wizz air. They refunded 60% of the latter flight after deducting fees. They claimed Ryanair hadn't refunded them for the other flight but I have had confirmation from Ryanair refunded £74.75 to a Visa card belonging to JetAbroad ending in 8150 on 24/8/20. Transaction ID 719421017.

Since emailing Jetabroad about this multiple times over the last two months, they have stopped responding, having previously done so. This can only suggest that they have stolen my refund from the airline.

Many thanks for your help - further details below,

Rhys Williams

Mar 26, 7:35 PM-10:55 PM
Take-off
Mar 26, 7:35 PM
Landing
Mar 26, 10:55 PM
Flight duration
2 hr, 20 min
Passenger name
Rhys Llewellyn Williams
Seat
-
Confirmation number
JZ562HD

This is the last correspondence I had from them:

Fare Details (GBP)
Wizz Air LGW-KRK: Fare 17.10, Taxes 0.25, Price per passenger 17.35 * 1 Adult = 17.35
Ryanair KRK-LTN: Fare 74.75, Taxes 0.00, Price per passenger 74.75 * 1 Adult = 74.75

So for the Wizz Air booking you had paid GBP 17.35.

Wizz Air only processed a Partial refund of AUD 28.12 (GBP 14.60) on the booking (they do not give us a breakdown but usually they deduct a fee).

Jetabroad's usual fee for refunds was reduced down to GBP 3.00 for you, making the refund GBP 11.60.

RESOLVED

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

  • Jetabroad's response · Nov 05, 2020

    When airlines refund us, they refund in batches, usually monthly and we have millions of dollars worth of refunds to then manually reconcile and then refund each passenger. The airlines do not individually send us one refund. All of this takes time yet for many, no matter how much we advise, people still continue to chase instead of waiting as we request. We did not "steal" your refund as you suggest...and you have now been refunded your GBP £68.75.

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