Problemas con el reembolso

Buenos días: Me comunican ustedes después de varios meses, que no tengo derecho al reembolso de mi vuelo porque no contesté al cambio que me comunicaron dentro de los cinco días siguientes a su correo. En primer lugar, estuve intentando adaptar mi viaje al nuevo horario que me proponían. Cuando vi que no era posible, decidí solicitar el reembolso. En segundo lugar, me puse en contacto con la propia aerolínea ( Air Senegal), que me confirmó dicho reembolso a través de un correo que les envié a ustedes como prueba. Por todo esto, les vuelvo a solicitar que hagan efectivo el reembolso que me corresponda, para lo que vuelvo a reiterar mi consentimiento para que actúen en mi nombre como ya hice cuando me lo solicitaron. Y les ruego que dejen de indicar cada vez un motivo diferente para no hacer efectiva mi reclamación. Espero no tener que esperar otra vez varios meses para que me respondan. Ángeles S.

Subject: RE: Dispute Resolution Review – Ref: 15245855 – María Ángeles Sandino Carreño (Booking: 40-781122111) Greetings, Thank you for contacting us regarding the complaint lodged by Ms. María Ángeles Sandino Carreño concerning her flight booking under reference 40-781122111. We have completed a review of the booking history and communication logs to provide an objective overview of the case, as well as our current action plan to assist the customer. On 19 January 2026, the operating carrier, Air Senegal, implemented a schedule modification affecting Ms. Sandino Carreño’s itinerary. On the very same day, our automated systems proactively dispatched an email notification to the contractually registered email address. Per standard industry guidelines and airline policy, the notification requested that the passenger contact us within five (5) days if the new flight times were unsui, so that an involuntary alternative or full refund waiver could be requested. Our records indicate that this initial notification was not actioned within the specified timeframe, and our team was first contacted regarding a refund on 5 February 2026—after the airline's standard waiver window had long closed. Consequently, the automated system restricted the cancellation to standard, non-refundable fare rules. Ms. Sandino Carreño notes in her correspondence that she contacted Air Senegal directly and obtained written confirmation that a full refund would be permitted via BSPlink. While we welcome this development, we have audited the active communication files and have been unable to locate the specific attachment or forwarded email containing the airline’s official waiver authorization. To ensure we have a complete case file, we kindly request that the customer resend this official written proof from Air Senegal to us. Having the physical waiver copy or an authorization code is vital, as travel intermediaries cannot bypass standard fare restrictions on a carrier's ticket without it. Gotogate remains entirely committed to achieving a positive outcome for the customer. To resolve the current deadlock, we have initiated a direct, manual inquiry with Air Senegal to formally request a full refund waiver, citing the assurances the customer received from their representatives. If or when the airline responds and grants us the official authorization to bypass the standard fare rules, we will immediately lodge the full refund application. The moment those funds are subsequently cleared and released by the airline to our accounts, we will be more than glad to process and return the full amount to Ms. Sandino Carreño's original form of payment.We thank you and the customer for your patience and collaboration while we work to secure the necessary carrier approvals. -- Best regards, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Sat, 27 Jun 2026 at 20:30, reclamar@ocu.org wrote: