Online trip planning service OneTwoTrip has warned customers about increased processing times for refund requests for tickets purchased through its website.
Since March 2022, users have been complaining about the long wait for a refund after canceling flights by airlines or returning tickets on their own.
“The processing time for air ticket refund requests is now really longer and can be up to several months. As an agent, we act within the framework of airline regulations: each return request of a service customer is sent to the airline for approval, and only after its authorization can it be carried out ”, Elena Shelekhova, head of the service OneTwoTrip press said in response to a request from RB.RU.
A correspondent for RB.RU found several hundred complaints in the comments of “Priemnaya” on vc.ru after he also faced a delay in the return of funds (the standard time for crediting a refund to a card is 30 days). .
Some users have been waiting for a refund for more than four months.
OneTwoTrip points out that the difficult geopolitical situation has caused airlines to process applications for a long time. “We can’t do anything with a passenger’s ticket without approval,” the company explains.
Meanwhile, some users report that there are no delays from the airlines.
OneTwoTrip tech support in the comments to the discussion post also notes that operators receive “thousands” of hits. At the same time, OneTwoTrip will not increase the number of employees who would be involved in returning customer funds.
“As for working with requests on the OneTwoTrip side, only certified experts who go through training that lasts for several months can perform actions with tickets in airline reservation systems; a robot or a temporarily hired support service specialist will not be able to do this,” explained the head of the press service Shelekhov.
To speed up request processing time, OneTwoTrip recommends that customers submit a return or exchange request using only one communication channel, such as email.
“By duplicating letters in the couriers and media field, the same client generates several requests on the same topic, creates a long chain and increases the time to receive a response to his question,” the press service explained.
The service claims that it “does its best” to meet customer requests.
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