Annoyed C.

I booked a flight which was cancelled due to the pandemic. It took days to get through to them (all they have is a useless chat bot or phone line). After 4 days I finally got through to a real person, and then a few more hours to get through on the phone, and they said I'd be refunded within 30 days (though not the full amount I paid!). I t was bout £70 short what I paid, but that was better than losing the whole amount.

Three months later I still have no money back, no updates (the only thing I could find in the app said the refund was requested... not processing, or complete). No way to get in contact with them. Their chat bot either says the English customer service is not available. Or sticks you in a queue for an hour, kicks you off for timing out, and makes you restart all over again. No luck with phones either. Just look at their twitter comments - NOBODY can get through to them. Or if they do, they're spending 7+ hours on the phone to them. Some spending £100's just on the phone (tip - use Skype to call as it's free or cheaper).

I understand it's a difficult and busy time. But going months without being able to contact them, get any updates or get my money refunded is not acceptable. They are literally ignoring their customers who they owe lots of money to. I had 2 other flights cancelled (not booked through Opodo) and those were automatically refunded within a few days after requesting it. So why is it taking them months?

Gave up on getting my refund from them and put a claim in with my bank to reverse the charge. That was done within a few days after providing the evidence they requested, and refunded me the full amount that I'd paid (and was entitled to - even according to Opodo's terms).

Avoid at all costs. I will never use them ever again, and will go out my way to make sure others don't either.