Problema con reembolso

Good day. I have the problem with the refund. I am writing regarding flight tickets purchased through your platform on June 17, 2025. Order Details: * Order Number: 1070-832-466 The itinerary included two Wizz Air flights: 1. Budapest (BUD) to Dubai (DXB) on July 7, 2025 (Flight: SKEY7Z) 2. Dubai (DXB) to Budapest (BUD) on June 27, 2025 (Flight: JG2CWY) Issue: On June 19, 2025, I received notification from Wizz Air directly that flight SKEY7Z (BUD-DXB on 07/07/2025) was cancelled. Subsequently, on June 24, 2025, I received notification that flight JG2CWY (DXB-BUD on 27/06/2025) was also cancelled. Due to significant difficulties reaching Gotogate support and the urgent nature of these cancellations, I contacted wizzAir support directly. Wizz Air processed a refund for the cancelled flights on June 25, 2025. However, as of today (July 7, 2025), Gotogate has not processed the refund for the two cancelled flights. My attempts to clarify this with Gotogate support have been unsuccessful, and I have received no clear information regarding the status of this refund or the expected timeline. I request that Gotogate immediately process the full refund for the cancelled flights back to the original payment method (card in the name of Hanna Kyrylova). I trust you will resolve this matter promptly. I look forward to your confirmation of the refund processing. Sincerely, Hanna Kyrylova

Dear MsKyrylova, We acknowledge your claim 13020832 concerning your reservation1070-832-466. Upon investigating your booking, we note that you contacted us following the cancelation of Wizzair for your flights from Budapest to Dubai to request a refund. We can see that the concerned department took over the case and is monitoring the reimbursement case. Unfortunately, we regret to inform you that the refund is still pending from the airline side, as the funds do not reflect in our account to mediate the transaction to the original form of payment. If you have any answer from the airline that confirms that the refund has been processed to our account, kindly revert to us and send it in your next reply. Rest assured that the order is being continuously monitored, awaiting a response from the airline or the funds in our account, but we cannot provide a time-frame for the airlines handling time, as it is out of our control. If received however, you will be updated accordingly, without undue delay. Although we understand this does not resolve the customers complaint, we hope it clarified the situation and assure you that it is not the case that your request had been forgotten and that once the airline provides us with the customers funds, we will fulfill our end of the contract and mediate the transaction. For more details, we refer to the relevant section of our travel conditions, 9.3.3. If you have any additional questions or require an update on the case, we will remain at your disposal. Best regards Chiara G Customer Relations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Mon, 7 Jul 2025 at 19:45, reclamar@ocu.org wrote: ‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌

Dear GOTOGATE Customer Support Team, I am writing to you once again regarding the unresolved matter of my refund for reservations **SKEY7Z** and **JG2CWY**. In Response to my request to Wizzair I was provided with an official reply that the refund was processed on **June 25, 2025**, and allegedly transferred to the provided bank details (Visa 1543 06.28 529 aed Visa 6592 06.28 51090 florines húngaros). However, I confirm that the funds have not been received in the specified account to date. You told me that you requested a refund from the company. However, they informed me that this wasn’t necessary because the money had already been transferred I kindly request you to: 1. Recheck the transaction details and provide proof of the refund (e.g., bank transfer confirmation, transaction ID). 2. Should there be an error in the process, initiate an immediate reprocessing or investigation with your payment department. For reference, I attach copies of previous communications. Please treat this matter with priority. Sincerely, Hanna Kyrylova

Wizzair confirms that the refund money had already been transferred to provided bank's detail. If I understand correctly these are your company’s bank cards:: Visa 1543 with validation date 06.28- transferred 529 dirhams and Visa 6592 with validation date 06.28 transferred 51090 Hungarian forints)