Confusion Over Ticket Cancellation Between eDreams and Ajet – No Resolution for Refund

On 31-07-2024, my spouse and I purchased flight tickets to Belgrade with Ajet Airlines through eDreams, for departure on 8 September 2024 and return on 13 September 2024. We are both doctors. Seventeen days before the trip, we found out that my spouse had been reassigned to Tunceli State Hospital by the Ministry of Health for public service, making it impossible for us to travel. Due to these unforeseen circumstances, we contacted Ajet to cancel and refund the tickets, but they informed us that the tickets were purchased through an intermediary, and the cancellation and refund process should be handled by the agency and insurance company. Ajet, as the carrier, said they couldn’t do anything. However, when I contacted the agency (eDreams) via email, they told me that cancellation and refunds could only be handled by Ajet. We are stuck without a point of contact for the cancellation, and we feel unfairly treated by both eDreams and Ajet.