Your wins: Traveller gets money back at last

Alejandra Hernandez has been refunded $637 from online travel agent eDreams after 11 months.

“I cannot believe I finally got the money!” Alejandra said.

In June, we reported on problems customers had with the travel agency, including Alejandra who had been waiting nine months for a refund for a cancelled flight.

We had tried several times to contact eDreams to ask why there was such a delay in getting a refund, but got no response.

However, in July eDreams got in touch with Consumer and confirmed a refund was on the way.

“We truly regret” not refunding Alejandra in a timely manner, eDreams said. It blamed the delay on a rejected bank transfer. It has reviewed its processes to make sure it doesn’t happen again.

Alejandra finally got the money in her bank account this week.

The company also responded to claims it had left other customers in the lurch.

John Tew had contacted us over a problem getting a refund from eDreams for a cancelled flight. eDreams said that the airline had changed its refund policy allowing for more flexibility with the booking, but eDreams did not “successfully alert Mr Tew of this option”.

Alesha Canham had spent several weeks trying to correct the spelling of her son’s name on a ticket. Alesha was flying to Ireland with her terminally ill partner so they could spend precious time with family.

“We sincerely regret the inconvenience this has [caused] Ms Canham and her family,” an eDreams spokesperson said.