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I feel like I've been robbed!

In January I booked two return flights with Flybe to travel from Southampton to Manchester to attend a wedding in May and paid about £200. This is a short flight, 60 minutes in duration. Less than two weeks later I received notification by email that the scheduled time for the outward flights had been put back by 70 minutes and that unless I contacted them within 48 hours they would assume the change was acceptable. Since arriving at Manchester airport 70 minutes later would be too late to get to the wedding on time, I contacted Bravofly the same day and told them the revised travel time was not acceptable, I wanted to cancel the flights and have my money refunded.

I was told my request would be processed in due course. Several weeks later I had heard nothing, rang again and was told my application for refund hadn't been processed yet. It was very hard to deal with the customer service department since the line is very poor and the agents mostly don't speak good English. They said they would prioritise my application. I phoned a couple of weeks later when I was told that I wasn't entitled to a refund since I hadn't accepted the alternative flight times. When I disputed this I was told to email Bravofly's customer service, which I did and months later am still waiting for a reply.

It seems obvious to me that if a supplier cannot provide the thing that I originally bought i.e. a flight at the advertised time, I should get a full and prompt refund. A situation where Bravofly still have my money and I have no idea how I can recover it seems little short of theft. I will never ever deal with this company again.

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Tim Stanbrook´s profile

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Tim Stanbrook
United States