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 - Reembolso

Resolvida
Cristina Tomás
Cristina Tomás apresentou a reclamação
5 de dezembro 2020
Boa tarde, Exmos Srs.

Venho por este meio expor a minha situação.

Eu e o meu noivo planeamos a nossa lua de mel para o Cuba (19/07 a 27/07) e México (27/07 a 02/08) não recorremos a nenhuma agência.

Passo a explicar:
- No dia 19 de Julho de 2020 íamos sair de Lisboa com escala em Madrid e com destino para Cuba, apesar da companhia aérea ser a air Europa, compramos através da empresa tripmoster.
Referência:17560009

- No dia 27 de Julho tínhamos viagem marcada de Cuba para o México, sendo que a companhia aérea é a interjet mas a empresa a que compramos os bilhetes é a Rumbo.
Referência:1601766782

- No dia 2 de Agosto regressariamos a Lisboa (México - Lisboa) a companhia aérea é a orbest mas a empresa a que compramos os bilhetes é a opodo.
Referência: 601441133 ou op:4998224999

Todas as companhias aéreas cancelaram os seus voos.
Tinha interesse em agendar nova viagem para Julho 2021 mas só me deixavam reagendar até final de Janeiro portanto vi me. Obrigada a pedir o meu dinheiro de volta.
E estou há 4 meses a espera! Tenho cerca de 3mil euros empatados com isto.

Não respondem aos clientes. Estou horas em linha de espera. É quando atendem dizem que vão mandar email porque a companhia é que tem de responder.

Inadmissível!
Data de ocorrência: 5 de dezembro 2020
Tripmonster
10 de dezembro 2020
Dear Cristina Catarina,

Thank you for sharing your experience with us and providing your booking details.
We are sorry to hear that your plans had to be cancelled.

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
Cristina Tomás
10 de dezembro 2020
i just want you make the refund!
Tripmonster
18 de dezembro 2020
Dear Cristina Catarina,

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
22 de janeiro 2021
Dear Cristina Catarina

One of our agents will contact the airline and ask for an update.

Regards
Tripmonster
23 de janeiro 2021
Dear Cristina Catarina,

Thank you for sending us your case.

One of our agents has checked your case with the airline, and confirmed that the refund is still pending to be approved by them.

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.

Thanks for your patience.

Regards
Cristina Tomás
1 de fevereiro 2021
I don't understand why it's taking so long.
Tripmonster
1 de fevereiro 2021
Dear Cristina

Thanks for your message.

Whenever a booking is cancelled, there are several steps that have to be made so that the customer gets his money back.

The first step is that the agency (Tripmonster) cancells the tickets, and this was done at the very beginning of the process.

Then, the airline has to approve the refund of those tickets, and this is the step in which we are now, waiting for the airline to approve the refund. There are some airlines that are having big delays in this approval, unfortunately.

As soon as the airline approves the refund, we Tripmonster can do the repayment to the customer. It usually takes us maximum 2 weeks to make the repayment.

We on our side are monitoring closely your booking, so that as soon as the airline makes its part, we will make the repayment.

We are very sorry for the inconveniences.

Regards
Cristina Tomás
15 de fevereiro 2021
still waiting....
Tripmonster
30 de março 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
Cristina Tomás
13 de abril 2021
continuo a aguardar!
Tripmonster
13 de abril 2021
Dear customer,

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

One of our agents is going to have a look at your case and come back to you with further details.

Should you have any further requests, you can follow up by e-mail with our colleagues from Advanced Customer Support team.

Thanks
Cristina Tomás
13 de abril 2021
Recebi esta informação... mas continuo À espera....

"Eles foram solicitados em 12 de junho com os números de referência 0005557538 e 0005557539."
Tripmonster
13 de abril 2021
Dear Customer,

We have been informed that our colleagues on the Advanced Customer Service team have contacted you. All the information has been sent by email to the same address that you indicated in the purchase process.

We kindly ask you to contact them via the email thread that is already open with the email address used in the reservation process.

Thanks and regards
Cristina Tomás
28 de abril 2021
Os colegas contactam e indicam que tenho de aguardar pela agencia. a minha questão é até quando?
Tripmonster
28 de abril 2021
Dear Cristina,

Thank you for sending us your case.

One of our agents has checked your case with the airline, and confirmed that the refund is still pending to be approved by them.

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.

Thanks for your patience.

Regards
Cristina Tomás
5 de maio 2021
still waiting.
Tripmonster
5 de maio 2021
Dear Cristina,

Thank you for sending us your case.

One of our agents has checked your case with the airline, and confirmed that the refund is still pending to be approved by them.

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.

Thanks for your patience.

Regards
Tripmonster
18 de maio 2021
Dear customer,

We have been informed that the refund of your booking has been authorized by the airline, so we are going to give your money back in the payment method indicate by you. During the next few days (max 2 weeks) you will see the value reflected in your bank account.

In any case, you must have received an e-mail from our Advanced Support team with all the details. This e-mail has been sent to the same address you indicated in the purchase process.

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

Kind regards
Cristina Tomás
18 de maio 2021
obrigada pela atenção e disponibilidade! já recebi um email com essa informação, ficarei a aguardar o pagamento.
Esta reclamação foi considerada resolvida
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