Problema Reembolso Esky

Hola, buenos días, Compramos 4 billetes de ida y vuelta Madrid-Lanzarote con eSky (Reserva 5670547120). El día anterior al vuelo recibimos un email en el que nos cambian los horarios tanto de ida como de vuelta: Le informamos que la aerolínea ha modificado los horarios de sus vuelos. Por favor, familiaricese con los detalles de los vuelos siguientes: 14:00, 29 Oct Madrid, MAD, Spain (MAD)15:45, 29 Oct Arrecife, ACE, Spain (ACE) 9:30, 01 Nov Arrecife, ACE, Spain (ACE)13:10, 01 Nov Madrid, MAD, Spain (MAD) Confirme si acepta la propuesta de cambio de horario. Una vez confirmado le será enviado el billete electrónico actualizado. Si no acepta el cambio es posible solicitar el reembolso. A lo que contestamos que queriamos el reembolso ese mismo día (29/10/2020). Un mes despues contactamos a través del mismo email con ellos para preguntar por el reembolso y desde entonces cada vez que les enviamos un email su respuesta es la misma: Nos gustaría informarle que la aerolínea todavía está revisando su solicitud de reembolso por la reserva no utilizada. Por favor, tenga en cuenta que por la situación debido a la pandemia del COVID-19 estamos experimentando tiempos de espera más largos. Al mismo tiempo, le aseguramos que estamos siguiendo su caso de manera continua, por lo tanto, se le informará en caso de cualquier actualización de la aerolínea.Lo que queremos es recibir el reembolso de los 4 billetes tal y como acordamos (550€ total, 137,5€/persona x 4 personas). ¡Muchas gracias!

Dear Customer,we would like to inform you that due to the current situation and the high volume of requests, the processing time for cash refunds are taking way longer than usual. Please be advised that Ryanair has not yet notified us of the exact date of refund for the canceled flight.However, as you already know, we are doing all our best to find solutions that will help you receive as soon as possible the refund for your canceled flight.In connection with the Ryanair's action, which in the first place processes refunds reported directly on their website and in order to speed up the process, we would like to ask you to personally submit on the airline's website a refund application by following the below steps:1. Access the refund link: s:onlineform.ryanair.com/gb/en/contact-us-ota(This link is available only in English. Please do not change the language.)2. Fill in your e-mail address, your full name and surname, and your booking reference (PNR: R6NB7M ).3. Download the Customer Verification Form and provide all the requested information with BLOCK CAPITAL LETTERS and attach them to the refund form.4. Attach also a copy of your official passportavel identity card which contains your signature, a proof of home address (ex. utility bill), and a copy of the booking confirmation received from our travel agency.5. Submit your form in order to receive a refund.After receiving Ryanair's official answer, you will be able to send them a reply with your bank details so that the airline can process the refund directly into your account.It is also important to know that our agency will not intervene in your future correspondence with the airline.At the same time please be informed that other products or services purchased along with the ticket may not be refundable, in accordance with accepted Terms and conditions. In your booing the serviceansaction fee and the insurance is non-refundable according to the conditions that you accepted at the time of the booking.We trust that your future travels will be entirely to your satisfaction.Best regards,[s:s3-eu-west-1.amazonaws.com/alfavox/esky.jpg]Complaints Team[s:s3-eu-west-1.amazonaws.com/alfavox/footer_eSky_eDestinos_v1.jpg]eSky.pl S.A., 14A Murckowska, '‹40-265 Katowice, PolandKRS: 0000383663 NIP 948-19-87-199 REGON 670140736 Initial capital of 1.019.525,60 PLN fully paid-upConfidentiality:This e-mail is intended only for the named recipient(s) and may contain information that is privileged, confidential and/or exempt from disclosure under applicable law. Any unauthorized use, dissemination or copying is strictly prohibited. If you have received this e-mail in error, or are not named as a recipient, please immediately notify the sender and destroy all copies of this e-mail.

Buenos días. Nosotras confiamos en ustedes como comercializadora y el contrato de compra es con ustedes por lo que sois vosotros quienes deben solventarnos el reembolso, ya que desde octubre nos decis que lo habéis gestionado y ahora nos dais los pasos para reclamarlo nosotros. Además ambos billetes (ida y vuelta) lo compramos con vosotros y cada vez que llamamos a la aerolinea no somos capaces de gestionar nada porque el email de la compra fue vuestro y no lo tenemos. Entendemos la situación y por eso hemos sido pacientes pero fue en octubre y fue por cambios de horarios de los vuelos, no fue causa directa el coronavirus. Gracias!

Dear Customer,thank you for your answer.Please be informed that eSky acts as an agent, intermediary. Therefore we have to follow the airline's guidelines.Due to the new policy of Ryanair, the airline requires the contact directly from the passengers. In this situation unfortunately we can't apply again on your behalf for the refund.Please follow the instructions from the previous message in order to apply for the refund directly from the airline:1. Access the refund link: s:onlineform.ryanair.com/gb/en/contact-us-ota(This link is available only in English. Please do not change the language.)2. Fill in your e-mail address, your full name and surname, and your booking reference (PNR: R6NB7M ).3. Download the Customer Verification Form and provide all the requested information with BLOCK CAPITAL LETTERS and attach them to the refund form.4. Attach also a copy of your official passportavel identity card which contains your signature, a proof of home address (ex. utility bill), and a copy of the booking confirmation received from our travel agency.5. Submit your form in order to receive a refund.If you cannot fill the form due to some error message, please download the Customer Verification form from the previous website, print it and fill out with the necessary details, scan it back and attach it to s:onlineform.ryanair.com/ie/en/contact-us'‹ , category 'Other', with the following documents:- Customer Verification Form- Copy of your ID and signature e.g. passport or driving license- Proof of address e.g. household bill- Original booking confirmation from the Online Travel Agency (OTA)'‹In the Comments section please mention that you booked a ticket with an online travel agency and you want to be refunded but the Customer verification website did not work.Thank you for your understanding.Best regards,[s:s3-eu-west-1.amazonaws.com/alfavox/esky.jpg]Complaints Team[s:s3-eu-west-1.amazonaws.com/alfavox/footer_eSky_eDestinos_v1.jpg]eSky.pl S.A., 14A Murckowska, '‹40-265 Katowice, PolandKRS: 0000383663 NIP 948-19-87-199 REGON 670140736 Initial capital of 1.019.525,60 PLN fully paid-upConfidentiality:This e-mail is intended only for the named recipient(s) and may contain information that is privileged, confidential and/or exempt from disclosure under applicable law. Any unauthorized use, dissemination or copying is strictly prohibited. If you have received this e-mail in error, or are not named as a recipient, please immediately notify the sender and destroy all copies of this e-mail.

Buenos días, El vuelo lo compramos a través de vuestra web y el contrato de compra es con vosotros, quien nos informó del cambio de horarios y nos ofreció el reembolso, por eso decidimos no ir al llegar a un acuerdo. Han pasado más de 5 meses y vuestra gestión es tan nefasta que repercutir al cliente vuestras funciones como es el caso. Hemos intentado hacer la reclamación en el formulario que nos enviáis onlineform.ryanair.com/gb/en/contact-us-ota, que es directamente la aerolínea, es decir, estamos intentado hacer vuestro trabajo al ver que no sois capaces de resolverlo. Qué ocurre? al rellenar el formulario para el que nos piden adjuntar hasta una factura para comprobar el domicilio (curioso cuando para realizar la compra se pide poco más que un DNI y una tarjeta del banco) nos encontramos con que por más que hacemos no es posible 1. no coincide el número de reserva y 2. el email con el que se compró es privado de ESKY por lo que es imposible llegar a enviar el formulario. Qué pena de gestión, por nuestra parte llegaremos hasta el final porque eso solo tiene un nombre y es ESTAFAR al consumidor.

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