Performance da Marca
54.3
/100
Razoável
Razoável
Índice de Satisfação nos últimos 12 meses.
Taxa de Resposta
96,8%
Tempo Médio de Resposta
89,6%
Taxa de Solução
43,5%
Média das Avaliações
37,6%
Taxa de Retenção de Clientes
38%
Ranking na categoria
Travelgenio SL.

Tripmonster - Estou desde junho à espera do meu reembolso

Resolvida
Ana Silva
Ana Silva apresentou a reclamação
2 de dezembro 2020
Desde Junho a espera do reembolso, os ultimos e-mails foram a 24-09 com uma resposta automatica de que o reembolso seria entre 6 a 8 semanas. A mesma resposta foi me dado em Junho.
Enviei novo email a 17/11 a resposta que obtive foi que o email já não está em funcionamento.
Não há outro e-mail nem atendem as chamadas nem há forma de contato.
Data de ocorrência: 2 de dezembro 2020
Tripmonster
2 de dezembro 2020
Dear customer,

Thank you for sharing your experience with us and providing your booking details.

We are aware that some refunds are being delayed longer than usual, due to airlines taking a long time to approve refunds. The approval of the refund by the airline is an essential step so that, later, the travel agency can make the refund of the corresponding amounts.

One of our agents is going to have a look at your case, contact the airline (if necessary) to ask for an update, and come back to you with further details.

Should you have any further requests, please don´t hesitate to contact us by answering the e-mail thread with our colleagues.

Thanks
Ana Silva
3 de dezembro 2020
I already contacted the airline "Binter" and they told me this is from tripmonster, they don't have any to o with the refund, they already gave the authorization for refunds.
So I would like you to be honest with me and don't play games.
When I paid my trip next day the money went out from my account. So I don't see why I have to wait more than 3 months for a refunds.
I would like your email address due to the tripmonster email address is not longer available.
I think is absolutely ridiculous and no respect for your clients.
Tripmonster
4 de dezembro 2020
Dear customer,

Thank you for sending us your case.

We are aware that some refunds are being delayed longer than usual, due to airlines taking a long time to approve refunds. The approval of the refund by the airline is an essential step so that, later, the travel agency can make the refund of the corresponding amounts.

In any case, one of our agents has checked your case with the airline, and confirmed that the refund is pending to be approved by the airline. As soon as it gets approved, we will proceed with the refund in a matter of days, but unfortunately we don´t know how long the process on the airline side will take.

You must have received an e-mail with all the details (this e-mail has been sent to the same address you indicated in the purchase process). Please don´t hesitate to follow up through this e-mail thread with our colleagues from Advanced Customer Support team, if you need it.

Thanks for your patience.

Regards
Tripmonster
9 de janeiro 2021
Dear customer,

One of our agents will contact back the airline in order to try to get their feedback about your refund, and will contact you back by e-mail on this.

Regards
Tripmonster
10 de janeiro 2021
Dear customer,

One of our agents has been checking the status of your refund and we would like to inform you that it is still pending to be approved by the airline.

As soon as it gets approved, we will proceed with the repayment to the same payment method you used in the booking process.

We are very sorry for the inconveniences that this situation might be causing you, and we are working to try to get the airline approval as soon as possible.

Regards
Ana Silva
11 de janeiro 2021
Thank you for you answer but doesn't help at all.
You keep given the same answer and excuses.

In next month it will be 1year since I bought the tickets. Since June waiting for a refund.
Absolutely ridiculous
Tripmonster
11 de janeiro 2021
Hi Ana

I can understand, in fact it is a long time since you are waiting for the refund.

Unfortunately many airlines are having big delays in approving refunds, and we as a travel agency cannot do much on that.

If you want, we can send you the refund ID so that you can contact the airline and confirm with them.

We are very sorry for the delay.

Regards
Tripmonster
9 de fevereiro 2021
Dear customer,

We have been informed that the refund of your tickets was successfully made last January 28th, could you please check with your bank?.

Regards
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