Hi FT gang,

This is my first post. I am putting it out here as I've run out of ideas.

On March 31st, 2020 I booked a flight for 12 Dec 2020 via Bravofly (part of Last Minute group). This was a flexible, refundable ticket. In November it became clear that the trip wouldn't be possible so I called in the refund, which Bravofly said they were processing.

I know these take time lately so I did not follow up until last week, after 2 months had gone by.

On my Bravofly account it said they were still waiting on the airline. I contacted the airline, who told me that had sent the money back to Bravofly on 16 November, 2020. So they've been sitting on it for over 2 months with no update.

The problem is that it is literally impossible to speak to anyone at Bravofly. All of the phone numbers listed have automated messages, you cannot get anyone on the phone. Even their customer service email has an autoresponder that says "we are not reading these mails and will not reply to you".

I bought it via PayPal, so I tried to push it via that route but PayPal will not do anything about transactions that are greater than 180 days old (which triggered a big debate on my side).

Short of picketing outside their offices, I don't know what else to do. Has anyone successfully gotten through to them?

Appreciate any advice...

Thanks