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[Ask Review Department @voloteachats]

@CreatisJ24318 @CreatisJ24318
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[Creatis Jaune @CreatisJ24318]

@volotea Le problème persiste ... je ne souhaite pas un remboursement mais une validation de ma reservation s il vous plait

[Ask Review Department @voloteachats]

@deguate @deguate
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[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"

[Ask Review Department @voloteachats]

@deguate Hello did you get thismatter sorted, it's unfortunate for the challenge encountered. We would like to closely look at the concern raised.Kindly share with us your;
•Full name
•WhatsApp number
•Email Address

[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.

[Ask Review Department @voloteachats]

@igghera Thanks for messaging with Us!
I'll be happy to assist you! Please share the following information via DM :
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[Andrea Gherardi @igghera]

trying to get in touch with @volotea there is no way to speak to a human. I got charged for a booking and never received my confirmation and now I'm left on my own

[Ask Review Department @voloteachats]

@cookdielito @cookdielito
Hello, I'm sorry to hear this and would like to have a better understanding of the situation. Please share the additional details of your complaint via DM so that I can help you further. Thank you.

[Cook Phantomhive @cookdielito]

@volotea Bonjour, un prélèvement de 159 € pour l’abonnement Megavolotea Plus a été tenté puis bloqué par ma banque pour suspicion de fraude, mais le montant semble quand même impacter mon compte. L’abonnement n’était pas souhaité et le renouvellement a été désactivé

[Ask Review Department @voloteachats]

@ogcnissa31 @ogcnissa31
Hello, I'm sorry to hear this and would like to have a better understanding of the situation. Please share the additional details of your complaint via DM so that I can help you further. Thank you.

[boughera @ogcnissa31]

@volotea_com @volotea vous êtes vraiment des voleurs !!!!

[Ask Review Department @voloteachats]

@gallidabinoEF @gallidabinoEF
Hello did you get thismatter sorted, it's unfortunate for the challenge encountered. We would like to closely look at the concern raised.Kindly share with us your;
•Full name
•WhatsApp number
•Email Address

[Camilla Galli da Bino 🇪🇺 @gallidabinoEF]

@volotea Buonasera. Ho cancellato la richiesta di assistenza che avevo fatto al momento della prenotazione ma non mi e' possibile fare il check in online. Volo Roma-Olbia V71135 domani. Vi ho mandato un DM. Grazie!

[Nicolas Crocfer @ncrocfer]

@volotea @volotea BTW be careful of @ChatvoloteaHeIp and @Calcentreunit who seems to be scammers and asked me private information for a "refund"... Please contact your security team to inform them about that.

[Ask Review Department @voloteachats]

@aurel3834 @aurel3834
Hello did you get thismatter sorted, it's unfortunate for the challenge encountered. We would like to closely look at the concern raised.Kindly share with us your;
•Full name
•WhatsApp number
•Email Address

[aurel34 @aurel3834]

@antoinedebx @volotea Sinon @slpng_giants_fr un truc plus utile, une petite fille de 2 ans a perdu sa poussette dont elle a grand besoin ca serait bien de faire pression pour ca auprès de @volotea. Plus utile et important. @courbet_julien

[Ask Review Department @voloteachats]

@aiezenberg_ @antoinedebx @volotea @aiezenberg_
Bonjour, avez-vous pu régler ce problème ? Nous sommes désolés des difficultés rencontrées. Nous souhaiterions examiner de plus près le problème soulevé. Veuillez nous communiquer :

• Votre nom complet
• Votre numéro WhatsApp
• Votre adresse e-mail

[Ask Review Department @voloteachats]

@aiezenberg_ @aiezenberg_
Hello did you get thismatter sorted, it's unfortunate for the challenge encountered. We would like to closely look at the concern raised.Kindly share with us your;
•Full name
•WhatsApp number
•Email Address