I bought a return ticket for my mother last year, she came to Canada in November and was planning to go back to Romania in April 2020. Due to covid-19, I cancelled the flight when I heard that Edmonton international airport was closing. On Jun 23,2020 I received an email from Cheapoair stating:
"You have a credit of $689.46, valid only for flying on KLM, only. You will have to call us and get the tickets reissued on/before 6/30/2021 in order to utilize your credit and your travel must be completed by 6/30/2021".
I tried to book a one way flight to send my mother back to Romania. I got in touch with 4 different agents through Cheapoair online chat. They asked me to pay between $650 and $1000 difference for a ticket whose price was about 1050 on their website and other websites including KLM. I asked them why would I have to pay so much as ignoring the "credit" it would be much cheaper. They kept telling me that my ticket is "discounted" without explaining anything else. However, they said I could book the flight using the "credit" through KLM directly. Yesterday I approached KLM on their facebook page and I told I was having a "credit of $689.46". KLM said to me:
"If the travel voucher was issued by us, you may use it to book new flights with us, Air France, Delta Airlines, Virgin Atlantic, and Kenya Airways. The validity of our vouchers has also been extended until 31 December 2021. You would also have been issued a voucher number. We did not find one issued in your name.
We also do not just advise clients that the have received a "credit of $xxx. Xx, valid only for flying on KLM, only" This may be an internal policy of your travel agency. We therefore advise you to contact your travel agent and seek clarification from them."
I got in touch again with Cheapoair and after going in circles and "apologizing for any inconvenience" they finally sent me a "Refund confirmation" such as "Please note that funds can take 1 to 2 billing cycles to show up in your account depending on your bank or credit card company."
This proves that Cheapoair was holding my money, trying to fool me to buy an overpriced flight ticket! Now I am curious to see if they will ever refund me, otherwise I will go to BBB. However, after buying plane tickets for my mom who is been coming to Canada every 6 months over the last 11 years, I am done dealing with Cheapoair.ca. I have just bought the return ticket now directly through KLM website and I am very happy with the deal! Learned my lesson in an "expensive" hard way!