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My friend went to Tokyo earlier this year, booking through getaflight.co.uk

However, due to an emergency, he wasn't able to use the second leg of his return trip - as such he is legally entitled to a refund of the airport taxes of that leg.

However, despite lots of e-mails (which I have saved), they haven't requested the refund from Alitalia in 3 months, and once when I called to ask them, they outright lied by saying that, because one leg of the return trip was used, my friend isn't entitled to a refund of the unused leg.

To clarify, it is not stated in their T&C that a fee is charged for tax refunds.

I sent them an E-Mail with high priority just now, and decided that if they don't respond within the next week, I will take legal action against them if possible.

Is there any legal action at all to be taken against an agency refusing to perform a refund the passenger is legally entitled to?

UPATE: Okaayy, so now I called Getaflight (they don't seem keen on answering e-mails) who said the refund request had been rejected by Alitalia. I then called Alitalia and got a tax refund "specialist" who said taxes are always refundable but that Alitalia never got a request.

I just sent a high-priority message to getaflight, and a copy to Alitalia, confronting them about the fact that once again they're outright lying about this whole thing.

closed as off-topic by JonathanReez Oct 13 '17 at 8:34

  • This question does not appear to be about traveling within the scope defined in the help center.
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    1) do you have a source for 'legally entitled to'? 2) laws don't have to be stated in the T&Cs to still be true (not saying they're right, just pointing it out) 3) Highly recommend tweeting them. It's still in writing, and because it's public I've had much better response from many companies than going through other communication channels. – Mark Mayo Sep 18 '17 at 1:16
  • @MarkMayo Airport taxes are paid to an airport for each passenger boarding a given flight. As my friend didn't board the last flight (which the agency acknowledged), the tax for him isn't actually paid to the airport. As such Alitalia is keeping the money for themselves, which is legal as long as a refund isn't requested. However, despite Alitalia agreeing that my friend can get a refund, they're also adamant that it's the agency's job to request it. – Crazydre Sep 18 '17 at 1:22
  • @MarkMayo Getaflight doesn't have Twitter btw – Crazydre Sep 18 '17 at 1:23
  • Maybe a technicality, but you should make sure the actual ticket (not just the reservation) is cancelled or voided with AZ. – Johns-305 Sep 18 '17 at 14:22
  • What makes you believe you're entitled to the airport taxes unless the airline specifically allows it? Whatever their expenses are is not your concern as a consumer (by default). – JonathanReez Sep 19 '17 at 7:37