Short story: I booked long-haul flights for a holiday with my partner. She got seriously ill (now fully recovered), and we had to ask if we could change our dates or cancel and get a refund.
Our Irish-based agency (or the Irish branch of an international agency ) told us that it wasn't for them to decide, and we would have to contact the airline directly. The airline were very good and said they would 'hold the value' of our tickets for almost a year -- this in spite of the fact that the tickets stipulated no-cancellation allowed. They confirmed that the value was being held, more than once in subsequent discussions.
A couple of months passed, and I reverted to the airline to book new tickets. They said the value of the tickets was no longer held, because the agency had been on to cancel them and to claim back taxes. They refused to discuss it further.
The agent admitted their action, claiming they hadn't been instructed not to cancel. They refunded me a tiny sum, representing the taxes. When I made a fuss, they very reluctantly and after many exchanges, culminating in a threat of legal proceedings, agreed to give me a credit (not refund) of a little more than a third of the fare.
The upshot is that we are almost €1,000 out of pocket. My question: is this a matter for the Small Claims Court, and if not what other means can I use to get my money back.
PS: I thought the Irish Aviation Authority might have a role. They told me (extremely rudely, as it happens) that they don't.
Our Irish-based agency (or the Irish branch of an international agency ) told us that it wasn't for them to decide, and we would have to contact the airline directly. The airline were very good and said they would 'hold the value' of our tickets for almost a year -- this in spite of the fact that the tickets stipulated no-cancellation allowed. They confirmed that the value was being held, more than once in subsequent discussions.
A couple of months passed, and I reverted to the airline to book new tickets. They said the value of the tickets was no longer held, because the agency had been on to cancel them and to claim back taxes. They refused to discuss it further.
The agent admitted their action, claiming they hadn't been instructed not to cancel. They refunded me a tiny sum, representing the taxes. When I made a fuss, they very reluctantly and after many exchanges, culminating in a threat of legal proceedings, agreed to give me a credit (not refund) of a little more than a third of the fare.
The upshot is that we are almost €1,000 out of pocket. My question: is this a matter for the Small Claims Court, and if not what other means can I use to get my money back.
PS: I thought the Irish Aviation Authority might have a role. They told me (extremely rudely, as it happens) that they don't.