Andrew Robinson of Sheffield Beach writes:
In January this year, we booked flights from Durban to Milan for departure on September 7.
When the coronavirus pandemic took hold we knew it was very unlikely we would be able to travel.
Our flights on Qatar Airways booked through ebucks were officially cancelled only a few days before our departure date.
I applied for a refund but was informed by ebucks that the airline would only provide a voucher for future travel, or we could move our booking.
I challenged this, as I had read on Qatar’s website that they would give refunds for cancelled flights.
After lodging a formal complaint with ebucks, they came back with the news that Qatar had agreed to a refund, but that it would take 3 – 4 months to process!
I again challenged this and received a reply several days later that the refund would be processed in approximately 5 working days.
I am happy to report that both ebucks and cash were credited to my accounts within 4 days.
So, the moral of the story is to stick up for your rights, and in cases where international flights have been cancelled by the airline, you are entitled to a full refund within a reasonable time frame.
I hope the above may be of help to anyone else in the same situation as us.
Letter shortened – Editor.
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