We booked a flight from London to Marrakech via Bravofly. Bravofly informed us that the return leg was cancelled and, without consulting us, booked us on an alternative return flight which arrived in London a day before we were due to leave for Morocco! We have requested a refund, which it is refusing. We are now facing having to pay for alternative flights home. SC, London
The fact that it’s physically impossible to return from a country before you’ve arrived is a nicety lost on Bravofly, the Swiss agency that has just bought Lastminute.com. It also appears uninterested in the fact that, under air travel regulations, you are entitled to a refund if a flight is cancelled.
Bravofly tells me that, ordinarily, customers are given the option of declining an unsuitable alternative booking but that, in this case, the airline “automatically” reissued the tickets. “Operational reasons” prevented Bravofly from amending this rebooked flight, even though this was two weeks before your departure. Why, then, were you refused a refund? Because, explains this sterling agency, “a communication problem between our operator and the airline did not allow us to visualise the ticket properly in the system …”
Luckily, an email from the Guardian miraculously unblocked this communication channel and Bravofly’s systems suddenly allowed it to realise that you are due the £160 you’d shelled out for a more feasible return flight. I’m told that you’ve been promised the money plus a voucher so you can experience the adventure of booking with Bravofly again. Let’s hope it buys a new system before expanding its unique business model to Lastminute customers.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
