REEMBOLSO POR ENFERMEDAD GRABE

COMPRE UN VUELO PARA DOS PERSONAS A ESTAMBUL, POR ENFERMEDAD GRABE NECESITO CANCELAR, EN LAS POLITICAS DE LA EMPRESA PONIA QUE SI SE REEMBOLSABA, GOTOGATE LA PRIMERA VEZ QUE LLAME TAMBIEN ME LO DIJO, YA QUE HE LLAMADO 4 VECES, Y CADA VEZ ME3 DICEN UNA COSA. LA ULTIMA QUE NO ES REEMBOLSABLE EL BILLETE CUANDO LAS OTRAS VECES SI LO IBAN A GESTIONAR, TENGO CERTIFICADO MEDICO DONDE PONE LA GRABEDAD DE LA OPERACION EN LA CABEZA Y QUE NO PUEDO VOLAR POR LA PRESION. Y NO ES SUFICIENTE. CASI ME MUERO Y ENCIMA ESTA GENTE NO ME QUIERE DEVOLVER 700 EU, AUN FALTA MAS DE UN MES PARA EL VIAJE. NECESITO AYUDA, GRACIAS.

Subject: Information Request to Identify Booking – Customer Complaint (Istanbul Trip) Case Reference: 14903285 Dear OCU Representative, We have received the complaint regarding a refund request for a trip to Istanbul due to a serious medical condition. We are more than willing to investigate this case immediately and review the interactions the customer had with our help desk. However, we have been unable to identify the specific booking in our system. We attempted to retrieve the records using the customer’s name, but no booking to Istanbul could be located under that information. To proceed with the investigation and assist the customer as quickly as possible, we kindly request the following details: Booking Number (Order reference) Customer’s Email Address (Used at the time of booking) Phone Number (Provided during the purchase or used to contact our support) Once we have this information, we will be able to locate the booking, verify the fare rules, and review the medical documentation provided to determine the best possible resolution. We look forward to your prompt response so we can address this matter. Sincerely, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Wed, 29 Apr 2026 at 20:15, reclamar@ocu.org wrote:

Reserva a nombre de Aurora Espinosa trapero. 1108-435-691. livetotravel.ana@gmail.com Telf.651744254

Dear Ms. Ana Lloret, Thank you for the details. We located the booking and are able now to respond to your complaint. Please be informed that unfortunately, Turkish Airlines does not allow full refund for medical reasons. Please find below the screenshot proving this: We are bound to strictly comply with the airline’s rules and cannot overrule them. We noticed, however, that you purchased a medical insurance. You can claim to be indemnified according to this insurance by sending the documents to the following address: claimsES@intana-assist.com. Subject to your consent, we can cancel the booking and recover the refundable amount. For the balance, please contact the insurer. We remain at your disposal for any other information. -- Best regards, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Wed, 13 May 2026 at 14:45, reclamar@ocu.org wrote:

ok de acuerdo cancelen y hagan el retorno de la parte que se pueda. procedo a reclamar al seguro. gracias

De todas formas ya llame al seguro y me dijeron que no lo cubria. No entiendo que tipos de seguros ofrecen que luego mo cubren nada. Se supone segun pone en sus politicas que ese seguro que se realiza con la reserva cubre dichos problemas medicos. Y luego te dicen que no.

Hola como sigue este tema?? se ha cancelado? y que cantidad es la reembolsable? gracias

Hello Ms. Lloret, We can only assist you, as mentioned in our previous correspondence, with the refund according to the fare rules. This means: If you agree with this solution, we are more than glad to cancel the booking and refund you immediately the amount, without waiting for the airline to refund to us. Please let us know how you wish to proceed. Best regards, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Tue, 19 May 2026 at 21:45, reclamar@ocu.org wrote:

ok cancelamos si no se puede hacer nada mas.

Dear Ms. Lloret, Just to clarify, since you are not a passenger in this booking, are you authorized by the passengers to cancel the booking? And for our records, could you please confirm that the cancellation is for both passengers, not only for Ms. Trapero? -- Best regards, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Wed, 20 May 2026 at 20:46, reclamar@ocu.org wrote:

Yo soy la agente que reservo, estoy autorizada a la cancelacion. Y si es para ambas pasajeras. gracias

Dear Ms. Ana, Please be informed that we processed the refund of 70.48 EUR into the initial method of payment. It normally takes two to three business days for the amount to reach the account of the customer. Do let us know if you need anything else from our side. -- Best regards, Magda Customer Legal Escalations Specialist www.etraveligroup.com Etraveli Group, Dragarbrunnsgatan 46, P.O Box 1340, S-751 43 Uppsala, Sweden On Thu, 21 May 2026 at 13:15, reclamar@ocu.org wrote: