They said yes. Nothing arrived.

This is the case this whole site was built from — and the bottleneck is almost never the airline.

Read this first

Find out who is actually holding your money

When you book through an agent, the airline usually refunds the agent, and the agent then owes you. Airlines will tell you they have released it; agents will tell you the airline has not. Ask the airline one precise question in writing — has the refund been released, and on what date — and the answer becomes the lever you use on the agent. That single question is what broke the case behind this site after thirteen months.

What you are owed

The refund itself, to the original payment method

Once a refund is due it is money, not credit. A voucher you did not accept does not discharge the obligation.

It back within a reasonable time

Refund rules generally require prompt payment rather than an open-ended wait. Months of silence is not a processing time, it is a refusal wearing a disguise.

Anything else the original disruption owed

A refund does not extinguish compensation or duty-of-care reimbursement. If those were owed, claim them alongside.

How they will refuse, and what answers it

“It is with our finance team.”

Ask for the date it was released and the reference. A department is not a date. If they cannot give one, say so in the next letter and put it on a deadline.

“The airline has not sent us the funds.”

Get the airline's written statement that it has, and quote it back verbatim. Once both parties are on one thread with a dated deadline, the passing stops.

“Refunds are taking twelve weeks.”

Note the date they said it, hold them to it, and state what happens the day after it expires. A stated timescale is a commitment you can enforce.

Gather this before you write

□The airline's written confirmation that a refund is due or released, and its date
□Every message from the agent, with timestamps
□Your original booking and the amount paid
□Your card statement showing the charge and the absence of any credit
□A dated timeline of who told you what

Now make them answer.

Tell us what happened in your own words. We write the claim, set the deadlines, and email each escalation on the day it is due — and we will not demand money the rules do not owe, because a claim that overreaches gets a one-line refusal.