After encouraging us to proceed to get…
After encouraging us to proceed to get a refund, sent all info to them, they reviewed, went ahead with solving" the claim, everything turned into silence and there was no response for months, even when politely asking for a resolution. The two flights were a nightmare from many points of view, each of them and the two together - delay, re-routing, flight change - and then technical problems that lead to another delay, each flight just minutes short of the legal penalties but the total delay very substantial - so not an easy case that might have been resolved directly with the Air Company by anyone, enough reason to hope that this firm would be able to do more than a direct approach. Here are a couple of e-mail extracts: Dated October 2025: "Hello ...., I hope we are in good hands, we just read some positive comments about your work with the company that you represent. Please give us an update on our file, it’s been a while now and an update would make the wait easier. Regards" - Dated February 2026: "Hello X..., Please let us know the status of our claim. Short response. Just to make sure you are handling our claim and respond to our e-mails, regardless of the resolution at this time. Looking forward to your response," All of the above made me publish this with the hope of getting a resolution (and possibly help others). This is a follow up and a clarification about the above review, following their latest recent email from of a person from the Legal Department, attempting to change the reality of the facts, saying: "In this particular case, the main issue appears to have been communication-related, as some of our emails ended up in your spam folder. This was beyond our direct control"; I quoted them again directly from what they wrote to me X... said: "Unfortunately, your recent emails were directed to my spam folder, and for that reason I was not able to respond to you in a timely manner" I wrote back to them: The difference between the two realities above makes it sound like I would be responsible for not checking my spam folder and not your company's representative. X... stated clearly that my e-mails were directed in her spam folder. She admits that and then apologizes for not seeing my e-mails, saying that my e-mails ended up in her spam folder, and now you are saying that X...'s e-mails were directed in my spam folder and this is simply not true. Here is a new "communication" problem indeed, my review is exactly about that, now reinforced by the latest email from the Legal Department that simply stated that I was the one not checking my spam folder. Even worse than the initial communication" problem. Communication is not dissociated from the general experience with a company, it is an essential part of it.