Enuygun Refund Controversy: High Deductions Despite Comfort-Flex Option
I bought a ticket from Enuygun for an Istanbul - Dubai flight. Since there was a possibility I might cancel, I paid extra for Comfort-Flex, which allows for a refund. Before buying, I called customer service to ensure there wouldn't be deductions if I canceled. The customer representative said if I bought from that group, there would only be a very small deduction. When I asked about the price, they said at most 500-600 TL would be deducted, not more. Trusting this, I bought 2 tickets. Another friend with us also bought one ticket for the same flight. We had to cancel all 3. My friend who bought 1 ticket was only charged around 300 TL. They deducted 2000 TL from me. Customer service wasn't helpful either. I won't use this site again and I don't recommend it to you either. Despite paying extra, they charged me an absurd amount.
Hello, First of all, we are sorry for the experience you had. Your feedback is being reviewed by us. We will be in touch with you as soon as possible. Thank you for your valuable contributions and interest in our services. Best regards, The Enuygun Team
The customer representative who got back to me had no idea about anything. They responded without even listening to the voice recordings. Not only did they fail to solve my problem, but they also acted superior. It is highly recommended to think 100 times before purchasing anything from Enuygun. They do not stand behind their services. Customer satisfaction is also not valued.
Hello again Ms. Gurbet, As Enuygun.com, we provide our passengers with information about the rules of ticket classes during the ticket selection process and before any payment is made on our website. We present the rules of all the tickets we sell on our website to our users on our screens. Change, cancellation, refund, and penalty fees are determined by the airline and can change instantly. As an intermediary institution, unfortunately, we do not have any initiative regarding the transaction fees set by the airline. Not only do we not have the authority to determine this, but we also cannot make any changes later on. If you wish, you can directly convey your objection on this matter to the airline. We would like to reiterate that the situation you experienced is not due to Enuygun, and we wish you a good day. Best regards, The Enuygun Team
