DEGUATE.com

Nuestro enfoque es potenciar la presencia online de nuestros clientes, impulsando ventas y resultados

[DEGUATE.com @deguate]

@superior_hombre Bank

[DEGUATE.com @deguate]

@Joe_maxpayne @iraninarabic_ir The account name is literally Iran in Arabic, maybe there's an Iran in English account publishing the same posts in English

[DEGUATE.com @deguate]

@grok @Sardar1975 @AsifAli_Haider It doesn't say Policía de Valencia, it says Balenciaga which is a clothing brand

[DEGUATE.com @deguate]

@Afzalgital @Megatron_ron Greenland is in North America so no, WW3 would start in North America by an American power attacking a European ally.

[DEGUATE.com @deguate]

@volotea

Thanks for finally reviewing the case and issuing the refund. I hope the technical issues affecting access from outside Europe can be addressed so other customers don’t face the same problem.

***
Gracias por finalmente revisar el caso y emitir el reembolso. Espero que los problemas técnicos que afectan a personas que se conectan a su sitio web desde fuera de Europa sean corregidos para que otros clientes no tengan el mismo problema.

***
Merci d’avoir finalement examiné le dossier et effectué le remboursement. J’espère que les problèmes techniques affectant l’accès depuis l’extérieur de l’Europe pourront être corrigés afin que d’autres clients ne rencontrent pas la même situation.

[DEGUATE.com @deguate]

@volotea I'm still waiting for a proper solution regarding my son’s duplicate booking QGGWFE.

Your website does not work correctly from Guatemala, among the problems I experienced while trying to book his flight without a VPN:

– The site doesn’t always load fully
– Many links redirect back to “search flights”
– The chat never opens
– Even with a VPN, the chat never connects to an agent
– Payments fail unless a VPN is used

I have now created a new case (#9945175) on my son’s behalf. I received the Accusé de Réception, but the case does NOT appear in his account. His previous case (#9941824), where everything was explained in detail, appears as “Solved,” yet he never received a reply — and your system does not allow customers to open the case to read it, making it unusable.

These technical issues are what caused the accidental payment of the January 5th flight. This was not a duplicate booking under your policy, but a direct consequence of your system malfunctioning.

My son does not live in Europe, so Volotea credits are not usable. We request a refund to the original credit card and that the case be escalated to a supervisor who can properly review the technical issues involved.

We appreciate your help.

[DEGUATE.com @deguate]

@volotea

Thanks for finally reviewing the case and issuing the refund.

I hope the technical issues affecting access from outside Europe can be addressed so other customers don’t face the same problem.

***
Gracias por finalmente revisar el caso y emitir el reembolso.

Espero que los problemas técnicos que afectan a personas que se conectan a su sitio web desde fuera de Europa sean corregidos para que otros clientes no tengan el mismo problema.

***
Merci d’avoir finalement examiné le dossier et effectué le remboursement.

J’espère que les problèmes techniques affectant l’accès depuis l’extérieur de l’Europe pourront être corrigés afin que d’autres clients ne rencontrent pas la même situation.

[DEGUATE.com @deguate]

@volotea I need help regarding my son’s booking QGGWFE.

From Guatemala, your website did not work properly: the payment system kept failing, the chat never opened, and even the first support message I sent was never received. I could only complete the purchase after using a VPN.

Because of these technical issues, my son was shown a “confirm your return flight” alert and, thinking it was his real flight, he accidentally paid for a second return flight (Jan 5). His actual return is Jan 2.

Customer service is offering credits, but my son does not live in Europe, so credits are useless to him. The mistake happened because your system was not working, not because of anything he did.

Please escalate this case (#9941824). We need a refund to the credit card, not credits.

Thank you.

[DEGUATE.com @deguate]

Hi, I received your email from your support desk but I have no way to know if you received my answer, so I am posting it here:

*****
Hi Chiara, thank you for your reply.

Yes, the reservation for which I am asking a refund is QGGWFE from January 5th.

Thank you
*****
And this is the message I received by mail:

Chiara (Volotea)

Dec 18, 2025, 11:08 GMT+1

Dear Nicolas,

Thank you for contacting our customer service.

In response to your query, is the reservation for which you are requesting the refund QGGWFE from January 5th?

We remain at your disposal for any further information you may need.

Regards,

Volotea Client Team

[DEGUATE.com @deguate]

@volotea Since private channels are clearly not resolving this, we will now proceed through other formal consumer channels to seek a fair review.

You say you replied by email, but no new email was received.

The only message we received is the same template response ignoring:

• the technical failure of your website outside Europe
• the video evidence we provided showing the site does not work without VPN
• the fact that messages sent within 24h were not delivered by your system

We have already sent you twice VIDEO PROOF of the bugs on your site, here is one such video from December 13th. The most recent case we created (#9962070), where this video was also included, never appeared registered on your site, despite receiving the Accusé de Réception.

Repeating “this is not a duplicate” does not address the issue. This booking happened because your system malfunctioned, and the proof has been shared.

We have tried DMs, email, and your case system, which currently does not register or display cases correctly.

We are still open to a proper escalation and resolution.

@EU_Consumer
@YourEurope
@ECCNet
@dgccrf

[DEGUATE.com @deguate]

@volotea I have already sent multiple DMs and created several cases on your website.

Your DM channel is not resolving anything, and your own system is failing:

Cases cannot be replied to, forcing users to open new ones

Cases are often not registered at all

Right now, no open or closed cases appear in the account

You claim emails were sent, but nothing was received

This is not a privacy issue.

It is a system failure that prevents communication and resolution.

Please escalate this to a supervisor. Repeating “send a DM” does not solve the problem. If there is any extra information you need me to send via DM please be more specific, as you haven't requested anythin in particular but I have shared with you all the pertinent details.

@EU_Consumer
@YourEurope
@ECCNet
@dgccrf

[DEGUATE.com @deguate]

Good afternoon,

Thank you for your reply. Unfortunately, your response still overlooks the core facts of this case.

1. Contact WAS made within 24 hours.

I contacted Volotea via your contact form approximately two hours after the accidental payment, immediately after my son informed me. The reason you “do not find” this contact is not because it did not exist, but because your website failed to register and deliver messages sent from Guatemala.

•Message sent without VPN never appeared
•Even some messages sent with VPN only generated an “Accusé de Réception” but never appeared in the case list
•Cases were marked as “solved” without any visible reply (bug? Employees ignoring our support requests?)
•The system does not allow customers to view or respond to case replies (with or without VPN)
You cannot claim “no contact within 24 hours” when your own system fails to receive and display messages.

2. This was not a voluntary booking nor a policy-based duplicate.

We are not disputing your definition of “duplicate booking” in abstract terms.
We are stating that the second payment occurred because your website malfunctioned:

•The site did not load correctly
•Links redirected incorrectly
•Payment failed repeatedly
•Chat did not work without VPN, and even with VPN no agent was reachable on your supposed hours of operation
•Support messages were not delivered

The January 5th booking originated from a test fare freeze, used only to verify whether your payment system would finally accept a credit card. The accidental payment was triggered by a misleading “confirm your return flight” alert generated by your system that my son received, unaware that I had made that test fare freeze and thinking it was the return flight I had booked for him.

3. FLEX is irrelevant and credits are unusable.

This is not a case of flexibility or change of plans. It is a case of technical failure leading to an unintended purchase. Additionally, my son does not live in Europe, so Volotea credits are not a viable or reasonable solution.

4. Requesting screenshots is not reasonable in this case BUT here is a VIDEO.

The issue is precisely that your system didn’t load correctly and didn’t register messages. Sometimes it does, sometimes it doesn’t.

A failure to display content, redirecting links, missing cases, and undelivered messages cannot always be captured meaningfully by screenshots, especially when the malfunction is intermittent and regional. But here is a link to a video with proofs:

https://t.co/T4TjfJfVSz

1) without a VPN, your cases page doesn’t load. As soon as the VPN is activated from a country like France, the cases page finally loads

2) Cases are submitted and are NOT registered on your system, even when using a VPN (we received the accusé réception in this video but the case was not recorded, on my first message we didn’t even receive the accusé de reception)

IMPORTANT NOTE: I just sent this same message via your contact form and it was NOT registered on your site, but I have the case number via the accusé de réception: 9962070

This further prooves that your messaging system sometimes works, sometimes doesn't.

We expect a substantive review, not a policy template. Referring again to credits or airport-tax-only refunds does not address the cause of the problem.

Due to these documented technical errors directly inducing the accidental charge and preventing reliable contact, we insist on a full refund to the original card (fair application of your 24h policy in fault cases).

Please escalate immediately to a supervisor for review.

Thank you.

@EU_Consumer @YourEurope @ECCNet

#Volotea #DerechosPasajeros"

[DEGUATE.com @deguate]

@volotea

Han pasado días sin solución real al caso QGGWFE.
Anteayer respondieron en uno de mis comentarios pidiendo 'préciser la requête', lo cual hice indicando que todo está detallado aquí y en casos #9945175 / #9941824.

Reserva accidental por fallos técnicos en web (VPN necesario, chat inexistente, casos no registrados).

Cancelación <24h, NO FLEX.

Créditos inútiles fuera de Europa.

Por favor, escalen y reembolsen completo a tarjeta ya.

@EU_Consumer @YourEurope @ECCNet

¿Ayuda con derechos UE cuando bugs técnicos causan cobros indebidos?

#Volotea #DerechosPasajeros

[DEGUATE.com @deguate]

Bonjour une autr fois Khalil @volotea,

Merci pour votre réponse. Voici les détails précis de ma requête (déjà expliqués dans le thread principal) :

Réservation accidentelle QGGWFE causée par des bugs sur votre site depuis le Guatemala : besoin de VPN pour charger/payer, chat qui ne s'ouvre jamais, cas qui ne s'enregistrent pas (même avec VPN), alertes confuses sur fare freeze de test.

Annulation demandée en moins de 24h (premier cas #9941824, nouveau #9945175).

Ce n'est PAS FLEX ni volontaire : erreur directe de votre système.

Mon fils n'habite pas en Europe → crédits inutiles.

Nous demandons remboursement intégral sur carte originale + escalade à un superviseur.

Thread complet : https://t.co/WTt6bTwLFY

Prière de traiter cela maintenant!

Merci.

@EU_Consumer @YourEurope @ECCNet #Volotea #DroitsDesPassagersAériens

[DEGUATE.com @deguate]

@volotea I'm still waiting for a proper solution regarding my son’s duplicate booking QGGWFE.

Your website does not work correctly from Guatemala, among the problems I experienced while trying to book his flight without a VPN:

– The site doesn’t always load fully
– Many links redirect back to “search flights”
– The chat never opens
– Even with a VPN, the chat never connects to an agent
– Payments fail unless a VPN is used

I have now created a new case (#9945175) on my son’s behalf. I received the Accusé de Réception, but the case does NOT appear in his account. His previous case (#9941824), where everything was explained in detail, appears as “Solved,” yet he never received a reply — and your system does not allow customers to open the case to read it, making it unusable.

These technical issues are what caused the accidental payment of the January 5th flight. This was not a duplicate booking under your policy, but a direct consequence of your system malfunctioning.

My son does not live in Europe, so Volotea credits are not usable. We request a refund to the original credit card and that the case be escalated to a supervisor who can properly review the technical issues involved.

We appreciate your help.

[DEGUATE.com @deguate]

@volotea Another one? It seems you are mocking me as all you do is ask again and again for DMs (which I already did) instead of READING and understanding the problem caused by your full of bugs website.

[DEGUATE.com @deguate]

@volotea I already sent several DMs, you can see the issue here:

https://t.co/RGSNRIsGS1

[DEGUATE.com @deguate]

@volotea I need help regarding my son’s booking QGGWFE.

From Guatemala, your website did not work properly: the payment system kept failing, the chat never opened, and even the first support message I sent was never received. I could only complete the purchase after using a VPN.

Because of these technical issues, my son was shown a “confirm your return flight” alert and, thinking it was his real flight, he accidentally paid for a second return flight (Jan 5). His actual return is Jan 2.

Customer service is offering credits, but my son does not live in Europe, so credits are useless to him. The mistake happened because your system was not working, not because of anything he did.

Please escalate this case (#9941824). We need a refund to the credit card, not credits.

Thank you.

[DEGUATE.com @deguate]

@volotea @denisrichard32 Bonjour, vous pouvez voir mon cas ici:

https://t.co/RGSNRIsGS1

[DEGUATE.com @deguate]

@volotea I need help regarding my son’s booking QGGWFE.

From Guatemala, your website did not work properly: the payment system kept failing, the chat never opened, and even the first support message I sent was never received. I could only complete the purchase after using a VPN.

Because of these technical issues, my son was shown a “confirm your return flight” alert and, thinking it was his real flight, he accidentally paid for a second return flight (Jan 5). His actual return is Jan 2.

Customer service is offering credits, but my son does not live in Europe, so credits are useless to him. The mistake happened because your system was not working, not because of anything he did.

Please escalate this case (#9941824). We need a refund to the credit card, not credits.

Thank you.

[DEGUATE.com @deguate]

@wallyrashid Powerful song! Thanks for sharing

[DEGUATE.com @deguate]

¡Totalmente de acuerdo! @volotea, pagar por Megavolotea y no poder añadir pasajeros a una reserva existente es frustrante, sobre todo cuando viajas por trabajo y las cosas cambian. Sería una mejora enorme permitirlo (como hacen otras aerolíneas).

Y ya que hablamos de mejorar el servicio: otra sugerencia importante → cuando vuestros fallos técnicos en la web (no carga sin VPN desde algunos paises, pagos rechazan, chat no conecta, casos no se registran, alertas confusas) causan cobros accidentales o indebidos, asumid responsabilidad y reembolsad completo automáticamente. Los clientes no deberíamos pagar por bugs de vuestro sistema.

En mi caso, eso generó una reserva no deseada (cancelada en <24h) y solo ofrecen taxes/créditos. No es justo.

Mira mi caso aqui:
https://t.co/ScnFo1NALG

¿Más gente con problemas similares para añadir pasajeros o por errores técnicos? #Volotea #DerechosPasajeros

[DEGUATE.com @deguate]

@volotea I need help regarding my son’s booking QGGWFE.

From Guatemala, your website did not work properly: the payment system kept failing, the chat never opened, and even the first support message I sent was never received. I could only complete the purchase after using a VPN.

Because of these technical issues, my son was shown a “confirm your return flight” alert and, thinking it was his real flight, he accidentally paid for a second return flight (Jan 5). His actual return is Jan 2.

Customer service is offering credits, but my son does not live in Europe, so credits are useless to him. The mistake happened because your system was not working, not because of anything he did.

Please escalate this case (#9941824). We need a refund to the credit card, not credits.

Thank you.

[DEGUATE.com @deguate]

¡Aburrido es lo de menos! La web de @volotea es un calvario: no carga bien sin VPN desde fuera de Europa, pagos fallan, chat nunca conecta, casos no se registran... y eso llevó a una reserva accidental que se niegan a reembolsar. 

Mira mi caso aquí: https://t.co/ScnFo1NALG

#Volotea, ¿cuándo mejoran la experiencia online?

[DEGUATE.com @deguate]

@volotea I need help regarding my son’s booking QGGWFE.

From Guatemala, your website did not work properly: the payment system kept failing, the chat never opened, and even the first support message I sent was never received. I could only complete the purchase after using a VPN.

Because of these technical issues, my son was shown a “confirm your return flight” alert and, thinking it was his real flight, he accidentally paid for a second return flight (Jan 5). His actual return is Jan 2.

Customer service is offering credits, but my son does not live in Europe, so credits are useless to him. The mistake happened because your system was not working, not because of anything he did.

Please escalate this case (#9941824). We need a refund to the credit card, not credits.

Thank you.

[DEGUATE.com @deguate]

¡Aburrido es lo de menos! La web de @volotea es un calvario: no carga bien sin VPN desde fuera de Europa, pagos fallan, chat nunca conecta, casos no se registran... y eso llevó a una reserva accidental que se niegan a reembolsar. 

Mira mi caso aquí: https://t.co/ScnFo1NALG

#Volotea, ¿cuándo mejoran la experiencia online?

[DEGUATE.com @deguate]

@volotea I need help regarding my son’s booking QGGWFE.

From Guatemala, your website did not work properly: the payment system kept failing, the chat never opened, and even the first support message I sent was never received. I could only complete the purchase after using a VPN.

Because of these technical issues, my son was shown a “confirm your return flight” alert and, thinking it was his real flight, he accidentally paid for a second return flight (Jan 5). His actual return is Jan 2.

Customer service is offering credits, but my son does not live in Europe, so credits are useless to him. The mistake happened because your system was not working, not because of anything he did.

Please escalate this case (#9941824). We need a refund to the credit card, not credits.

Thank you.