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It depends. If you have booking from point A to point B and airline not cancelling or altering your flight - happy days. Had flight booked via Travelgenio with SAS and everything was fine.
Bad luck came when I booked Cathay Pacific flight and airline cancelled it. Now it's 2 months trying to get a refund from Travelgenio. Started with ignoring requests, now they answering my emails but with the same automated message - refund takes up to 90 days. Contacted with Cathay Pacific and they told me that Travelgenio never requested my refund from them! And in case of refund from airline - it takes max 14 days. Not 90 days as Travelgenio telling. Very akward situation. I will wait another 30 days, as automated message saying and in case of no refund - I will open a claim to my bank/ mastercard - for A FRAUD TRANSACTION from Travelgenio.
I think legal action from EU regulator against this agency should be taken as soon as possible. Can't believe they operating from Madrid center under EU laws.
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Hello Andy, thank you for contacting us. Of course we can help you with your refund. Bear in mind that the refund times depend on the airlines. As soon as the airline processes it, you will receive your refund via the form of payment you used to make your booking. Anyway, please send us an e-mail to customer.service@travelgenio.com stating your booking reference and we will check the status of your refund and will give you an approximate time for its processing. Regards.