Failing to honour promise of a refund

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Cariad20's review of Vueling Airlines

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“Failing to honour promise of a refund”

Written on: 08/06/2020 by Cariad20 (1 review written)

Vueling Airlines notified us by emails in March 2020 that our return flights to Mallorca in the first week of April 2020 had been cancelled as a consequence of the Covid-19 outbreak. We immediately logged on to our online account and requested that their full cost be refunded back to the credit card from which they had been deducted.

As the only confirmation of this refund request that we possessed was a screenshot, it was decided to telephone Customer Services to ensure that this decision had been accurately recorded. In the course of a conversation with a Vueling representative on 29 March she confirmed that our refund application was to be processed but that, because of staff shortages, it might take up to eight weeks.

As stipulated eight weeks had passed, felt that our patience had run out, particularly bearing in mind that the airline had a legal obligation to refund us within seven days in accordance with articles 5(1)(a) and 8(1)(a) of EC Regulation No.261/2004, so decided to chase it. Numerous attempts to contact the company by telephone came to naught as, after holding for a while, the automated system cut us off.

Further emails sent this week to Customer Services and the company CEO have been met, almost laughably, with a standard acknowledgement which asks that we telephone their offices if we wish to request a refund! As previously, attempts to contact this company fail with calls being cut off.

Whilst appreciating the problems currently besetting the airline industry the facts in this matter are that monies held by Vueling since we booked in January were legally repayable long ago since this is a clear breach of contract with no flights having been provided.

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