Pensioner Bruno Mueri is upset with the chaos when booking on Booking.com: “We’ve now paid for our flight twice and can’t get the money back!”

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A dream holiday far away: Bruno Mueri (70) and his wife had been looking forward to a week-long trip to Asia for a long time. After spending three and a half weeks in Vietnam, two people from Aargau wanted to finish their dream holiday in Thailand. But then something went wrong when booking the flight.

The couple from Brugg AG booked a flight from Ho Chi Minh City (Vietnam) to Phuket (Thailand) for December 15 through Booking.com on November 10. “The next day I received a message from Booking.com saying that the flight reservation could not be made and the amount withdrawn would be refunded within five days,” says Mueri. The relevant email is available to Blick.

Paid twice via Booking.com

So far, so good. The couple then booked a new, more expensive flight through another booking platform for a several-day stay in Phuket. Then came an unpleasant surprise: “Booking.com still charged the flight fee to the credit card statement and has yet to refund it at a price different from the confirmation given when the booking was attempted.” According to the statement, Booking.com deducted exactly 288.76 francs from his account.

Mueri believed there was an error and contacted the booking platform via email and phone. “I was repeatedly delayed, ignored, transferred to someone else, or the call was interrupted,” Mueri says. Even though we contacted him many times, he could not get the money back.

Here’s what Booking.com says about the accusation:

In response to Blick’s question, Booking.com confirmed that “the reservation was unsuccessful.” No payment was made by customer Mueri. Email stating that the amount will be refunded is the standard statement regardless of whether the payment has been made or not.

Booking.com nevertheless debited Mueri’s account – and rightly so, as the media spokesperson wrote: “A second booking was subsequently made through Booking.com and the amount was debited. Therefore, based on the information provided, we do not owe any refund.”

Mueri wants to stay away from Booking.com in the future

Mueri does not accept Booking.com’s actions. “I did not make or confirm a second reservation through Booking.com.” He said he never paid the corresponding fee on his credit card, adding: “I booked Vietjet Air’s new flight on November 11 through Trip.com.” Blick has reservation confirmation. “We’ve now paid for the flight twice and we can’t get the money back,” the Aargau native said.

He cannot understand the chaos on Booking.com and is frustrated: “We have been customers of the booking platform for many years and often book hotels there.” One word against another.

Mueri resigned and said he had heard nothing from Booking.com after weeks of back-and-forth talks. “If we do not get the money back, we will be booking flights and hotels elsewhere in the future with other providers.” He continues to hope for a solution. However, the couple will not forget their dream holiday anytime soon.

Source :Blick