Melanie Rees complaint against Vueling Airlines - Flights UB4RYP I am writing to complain about an issue with a refund for changed flights. Case Details Melanie Rees Bryneglwys, Pyle Road, Bridgend, Mid Glamorgan, CF336HS Company: Vueling Airlines Service: Flights - departure cardiff (rescheduled) Date Raised with Vueling: May 10th, 2018 08:55 Booking reference / flight number: UB4RYP I have already raised my issue with Vueling a number of times, but my issue is still unresolved, hence my need to involve you in helping to resolve this problem. Here is what happened: I booked flights for 5 people, the flight was rescheduled and I chose option to refund - The refund from Vuelling is over £600 less than the amount I paid for the booking. May 1st, 2018 Due to to illness I was unable to enter all passenger details within 72 hours, I asked Vueling if I can keep the flights based on mitigating circumstances and sent a copy of my Dr's sick paper, they have said they are not able to honour my request - the flights were £179 each. Vueling then changed the flight departure so I selected the ‘regund' option however, the credit from Vuelling is over £600 less than the amount I paid for the booking: I paid £718.88 Vueling refunded £89.68 The last response I received from Vueling customer services states: "our company has complied at all times with our Conditions of Carriage and the current European air travel regulation. Once again, we regret not being able to honor your request. We remain at your disposal for any other doubts or questions" On 5th June I emailed Vueling customer services again and received no response. This is a group booking, currently we are unable to go on our holiday because of this issue and, in addition to the flights we have paid a deposit on accommodation, therefore we loose £1200. Your support in resolving this matter would be greatly appreciated and we only request that Vueling allow us to rebook the flights we have already paid for. Yours sincerely, Melanie Rees When it happened: May 1st, 2018 I booked flights for 5 people and paid for the option to enter details of 4 passengers. Due to to illness I did not enter the details within 72 hours, I have asked Vueling if I can keep the flights based on mitigating circumstances and sent a copy of my Dr's sick paper, they have said they are not able to honour my request and won't refund any of the money I paid - the flights were £179 each. I would like to keep the booking for 5 and will pay admin fee as necessary email on 10/5/18: On 10/4/18 I booked flights for 5 passengers and paid for the option to enter details of 4 passengers at a later time. Due to to illness I did not go online to enter the details for the 4passengers until 17/4/18 and I was unable to enter any details. I contacted Vueling on 18/4/18 and was advised that the details needed to be entered within 72 hours. I explained that the delay was due to illness and requested Vueling allow me to keep the booking. I sent a copy of my Dr's sick paper (see attached) to confirm the mitigating circumstance was illness but Vueling have said they are not able to honour my request to keep the booking for 5 and won't refund any of the money I paid - the flights were £179 each! It occurred on: 10/4/18 to 18/4/18 There are available seats on these flights (see attached) therefore, I would prefer to keep the booking for 5 and pay administration fees as necessary please however, if Vueling are not prepared to honour my booking then I ask that the money I have paid is refunded, ie 5 x £179e = £895. I look forward to your prompt response on this matter. Yours faithfully, Melanie Rees