Our booking was canceled, and we were notified by email the day before, only to be moved to an unsuitable flight without any prior consultation. We were offered a full refund, so I completed the online form, as they charge extra to speak with someone directly. Since we had to book with another airline, we’ve now paid for two sets of flights.
I reached out to customer service via their online chat. From what I gathered during the conversation, the refund hadn't even been processed. The agent assured me they would handle it immediately.
Meanwhile, the flights they reassigned us to without our consent are still showing as active. We are now seriously considering legal action.
Rachael 27/12/2024