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 por voo cancelado e não comunicado

Sem resolução
Dalila de Braganca
Dalila Braganca apresentou a reclamação
16 de novembro 2020
Bom Dia,

Reservei dois bilhetes em Fevereiro de Portugal para a Índia, e quando cheguei ao aeroporto o voo não existia. No dia do voo cheguei ao aeroporto no balcão da TAP Air Portugal e ao ser informado dos dados do voo no balcão não havia voo nessa altura.

A TAP e a Air India fazem parte do Star Aliance Group, e ambas as empresas veriam o meu voo de Lisboa para Goa.

Solicitei o reembolso porque tive que comprar um novo voo no dia seguinte. No site da Trip Monster, o estado do Reembolso indica "A aprovar aprovação da companhia aérea". Já se passaram 8 meses. Não recebemos nenhuma resposta, ou ninguém atendeu às inúmeras ligações que fiz durante os meses do mês. Tenho telefonado da Índia e agora de Portugal.

Por favor aconselhe o que fazer. Claramente houve um erro do TripMonster.

Somos idosos e para nós é uma grande soma de dinheiro envolvida. Este é um problema que não foi criado por nós. Solicitamos o apoio da TripMonster como fornecedora deste serviço.

Atenciosamente,
Dalila de Bragança
Esta reclamação tem um anexo privado
Data de ocorrência: 16 de novembro 2020
Tripmonster
17 de novembro 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 already opened with our colleagues.

Thanks
Tripmonster
21 de novembro 2020
Dear Dalila,

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
Dalila Braganca
9 de dezembro 2020
Dear Customer Service,


Due to the lack of response from Trip Monster in the past months, I have put a legal entity to address this case.

The legal entity has contacted the airlines (TAP Portugal), and have received a communication indicating that TAP has reject the claim, due to have communicated to Trip Monster the cancelation of the flight [LIS to FCO], on the 04th of November 2019, 3 months in advance from the start day of the flight.

TAP will not refund as Trip Monster states (previous message communication) because they have rejected any fault - email in attachment.

As Trip Monster did not notify us of the cancelation of the first flight [LIS to FCO], and did not reschedule a new flight to accommodate for the remaining flights from FCO to GOA and back to LIS, all the tickets and money was lost.

As an agency, I assume Trip Monster is responsible for the management of our money and flights.

Regards,
Dalila
Tripmonster
10 de dezembro 2020
Dear Dalila,

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, 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
Tripmonster
12 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
Dalila Braganca
14 de dezembro 2020
You just sent an automatic reply stating the same words from the previous reply, and not addressing what I stated.
The airline (TAP) has informed me that Tripmoster received a communication of the cancelation of my flight 3 months in advance. Tripmoster did not address the change and I lost 2 flight tickets from Lisbon(Portugal) to Goa (India).
If anyone reads this claim, is clear that Tripmonster does not care for the costumers complains, mainly if it is the Tripmonster’s fault.

Dalila
Tripmonster
15 de dezembro 2020
Hi Dalila

Thanks for your e-mail.

We are sorry to hear this from you.

We are going to ask our colleagues from customer team to check also about that specific point, so that they can come back to you on that.

Regards
Tripmonster
16 de dezembro 2020
Dear Dalila,

Our colleagues from Advanced Customer Support have informed that at this stage we need to wait for the airline refund, as this is the only option so far.

They have answered your e-mail with all the information regarding the status of your booking and its refund.

Kind regards
Dalila Braganca
18 de dezembro 2020
The airline (TAP) has informed me that Tripmoster received a communication of the cancelation of my flight 3 months in advance - communication from TAP in attachment. Tripmoster did not address the change and I lost 2 flight tickets from Lisbon(Portugal) to Goa (India).

The ball is in Tripmoster court. What is your reeaction?

Best
Dalila
Tripmonster
18 de dezembro 2020
Thanks for your e-mail Dalila.

I have forwarded your e-mail, which is very useful, to my colleagues, who will claim for your refund.

We will get back to you as soon as there are any news.

Regards
Tripmonster
18 de dezembro 2020
Dear Dalila

Our agents have seen your feedback and contacted the airline.
They are waiting for airline feedback and will come back to you as soon as there are any updates.

Regards
Tripmonster
29 de dezembro 2020
Dear Dalila,

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
Dalila Braganca
21 de janeiro 2021
Dear TripMonster support,

Have you had any advances in this process? Has the airlines Air India or TAP replied to your claim request?

Best regards,
Dalila
Tripmonster
22 de janeiro 2021
Dear Dalila

One of our agents will contact the airline to ask for an update and come back to you as soon as possible.

Regards
Tripmonster
23 de janeiro 2021
Dear Dalila,

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
Dalila Braganca
9 de fevereiro 2021
Thanks for the feedback.

Does the request for refund have a legal time line?

Regards,
Dalila
Tripmonster
12 de fevereiro 2021
Hi Dalila

Thanks for your message.

Unfortunately we cannot give you a deadline as it depends on the airline, we are in any case pushing them so as to try to have a solution as soon as possible.

Regards
Dalila Braganca
26 de fevereiro 2021
Its not a deadline for a response from the airline. Its a legal time period in which the claim process will or could expire.

Sincerely,
Dalila
Dalila Braganca
6 de abril 2021
Do you an answer regarding my question?

Dalila
Tripmonster
10 de abril 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
Tripmonster
10 de maio 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
Dalila Braganca
18 de maio 2021
Dear Tripmonster,

is there updates on my case?

BRs
Dalila
Tripmonster
18 de maio 2021
Dear customer,

Thanks for sending your case over.

One of our agents has checked your case in detail with the airline, and confirmed that the refund request is registered and pending to be approved by the airline. As soon as it gets approved, we will proceed with the refund in a matter of maximum 2 weeks. Unfortunately we cannot give you a deadline as it depends on the airline timelines and procedures.

In any case, you must have received an e-mail from our Advanced Customer Support department with all the details. This e-mail is 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 if you need it.

Thanks for your patience.

Regards
Dalila Braganca
7 de junho 2021
This email is an automated response?
I have received the same feedback and content in the email.

Regards,
Dalila
Tripmonster
7 de junho 2021
Dear Dalila,

We have confirmed that the refund request is registered and pending to be approved by the airline. As soon as it gets approved, we will proceed with the refund in a matter of maximum 2 weeks. Unfortunately we cannot give you a deadline as it depends on the airline timelines and procedures.

In any case, you must have received an e-mail from our Advanced Customer Support department with all the details. This e-mail is 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 if you need it.

Thanks for your patience.

Regards
Dalila Braganca
15 de julho 2021
Is it correct to say that i might never get my reemburstment?

Dalila
Tripmonster
15 de julho 2021
Dear Dalila

We are very sorry for the inconvenience.

As we have indicated previously, the settlement and authorization times for reimbursements have been extremely delayed due to the situation generated by the pandemic. Remember that this last step of the process depends entirely on the airline that owns your ticket.

Our colleagues 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).

We kindly ask you to follow up with them through the e-mail thread that is already opened with the e-mail address used in the booking process.

Thanks for your patience.
Dalila Braganca
27 de julho 2021
Sure.

Is there a deadline for a response from the airline. Its a legal time period in which the claim process will or could expire.

Sincerely,
Dalila
Tripmonster
28 de julho 2021
Dear Dalila

We inform you that the refund is still pending of approval of the airline company.

Please be aware that due a high volume of refund requests, the airlines companies are taking more than usual to authorise refunds.

Unfortunately we cannot tell you an stimated date or how much longer, the refund may take, as this does not depend on us.

As previously informed, the refund process may be quite long and the amount must be refunded by the airline first, and then once we receive it we can process to refund, but until then we need to wait.

Please believe us that as soon as we get their resolution, we will let you know.

Thank you for your patience and comprehension.

Best regards,
Dalila Braganca
17 de agosto 2021
Thank you.

Dalila
Esta reclamação foi considerada sem resolução
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