Help with reclaiming flight money | Legal aid centre

Questioner

Last month my boyfriend and I were supposed to fly to Brno, Czech Republic from Eindhoven. After an expensive train ride (40 euros one way for two people) from Amsterdam we checked in and dropped off our luggage. Just before we were to board the information board suddenly said 'cancelled' behind our flight. We were not given any information. Later it became clear that there was too much fog and we would not fly. There were no other flights and no alternatives were offered. The only thing we were given was a phone number. We had to pick up our luggage and could go home again. At home I called the number, but it didn't work. After some searching I found the number of the customer service of the company and I got a Hungarian lady on the line who spoke bad English. I told my story and she told me that they would handle our case and if everything was correct we would get our money back. I didn't hear anything and didn't get any money in my account. I emailed customer service with the same story. Then I got a reply that the money had already been transferred after my phone call. We waited a week, we thought the transfer might have been delayed. When we still didn't receive any money I emailed again. Then I got an email with proof of payment. It shows that money (not even the entire amount) was transferred to a Mastercard and that is their proof and that we should go to our own bank if we haven't received the money. So far we haven't received our flight money back and I don't know what to do about it anymore. Can you help me further?

Lawyer

Often a letter or email from a lawyer can get the case moving, so that you get your money back quickly. If desired, you can contact me directly and free of charge for further consultation.