Finally cleared for take-off after refund

Sophia Andrews felt very lost amid the layers of agents involved in the £1,253 transaction and, having been told several times that payment had been made to another party in the chain. “I’ve been informed again and again that my case has been escalated but nothing happens and I’m on the brink of giving up. You are my last resort,” she admitted to Crusader.
Sophia had planned to fly with JetBlue in July 2023 and made the reservation through Booking.com. When needing to cancel, she made sure she did it within the time limit and did so directly with the airline.
JetBlue responded quickly, confirming the refund had been made through Booking.com’s flights partner GotoGate. Nothing however materialised.
Sophia battled on, spending time in long exchanges with the respective customer services and in April last year she received £427.90 from Booking.com.
Paid as a goodwill gesture, it underlined correctly that as the agent, Booking.com was not directly responsible. Although pleased with the payment, there was still a shortfall and when Sophia explained what had gone on, we realised she risked never getting to the bottom of what had happened or be fully recompensed.
After ...