lol.travel Possible Fraud
Tried searching, no hits.. so creating a new thread.
I am dealing with lol.travel on behalf of my friend and seeking your guidance on what the next steps should be.
There were flights booked via lol.travel website (company owned by Easy Market SpA, Strada Consolare 51/c Rimini, 47900 Italy) and additional service 'Flexible ticket guarantee' was purchased for 30 EUR. Couple weeks later concerned party under the 'Flexible ticket guarantee' service requested to change the flights and paid additional 55 EUR service fee. Flights were changed as expected however refund which is due to the fare differences was not issued.
lol.travel is stating that they are not issuing refunds while the rules state the opposite (exact quote) 'The FLEXIBLE TICKET GUARANTEE does not reimburse the cost of the original booking, but only the difference in cost between the first booking and the rebooking.'.
The language is pretty straight forward but the agency is repeating their response that refunds are not issued, or in some cases responding with some statement that is not relevant (e.g. they do not support downgrades in class).
At this point it seems that there are two options:
1. Since all parties involved are EU entities, reporting a possible fraud to the Consumer Protection Agency under the European Commission.
2. Credit card charge-back.
Any additional avenues to explore?
Thanks in advance