Agency or Airline for refund

targus

Last year I booked flights through an online travel agency which were subsequently cancelled due to Covid. The airline extended the tickets use to 31/12/21.

I have now contacted the airline to use these tickets only to be told that the agency refunded me in January of this year, which they did not.

The agency have a recorded message on their phone saying Customer service cannot deal with refunds and directs you to there website where the refunds link is mysteriously broken. They are not answering my emails not did they contact me at the time they allegedly refunded me.

Their website indicates it's the airlines responsibility to refund me as they cancelled the flights. Other information contradicts this.

The airline are steadfast in their refusal to engage as they say the flights have been refunded.

So the online agency appears to be based in Finland (I don't know if I can mention their name) and have less than favourable reviews online but are still trading.

Has anybody had similar experiences with online agencies and if so is there any EU protection for consumers. I'm at a loss what to do next as the agency are pretty much ignoring me and the alleged refund occured over 6 months ago.

endofrainbow

Your contract is with the agency, not the airline. Keep at them and ask them for proof of refund.

Always better to deal direct with the airline as it cuts out the middlemen in circumstances like this.