Enuygun Refused Refund After Child’s Medical Emergency

When our son was six months old, he underwent a liver transplant. After a long and challenging recovery, he has finally turned three. We thought we could finally take a vacation, so about 3–4 months ago we booked flights through Enuygun.com from Istanbul to Cairo, Cairo to Sharm El Sheikh, and Sharm El Sheikh back to Istanbul. We also booked four nights at Rixos Sharm El Sheikh and two nights at the Radisson in Cairo, all through Enuygun.com.

Before traveling, we took our son for a routine check-up, and unfortunately his liver enzyme levels came back high. We repeated the tests two or three more times, but the values didn’t improve. His doctor informed us that traveling abroad would pose a life-threatening risk, and therefore did not allow it. To report this situation to Enuygun.com, we obtained a signed and stamped medical report from the doctor as well as a hospital report. Despite submitting all documents stating that international travel would be dangerous for our 3-year-old son, we were unable to cancel our tickets and hotel reservations.

We have been speaking with Enuygun.com customer service for about a week, but all they have done is “message the partner companies and wait for a response.” They did not offer any help or take any initiative. Even though this is clearly a medical emergency — a legitimate force majeure situation — no exceptions were made, and our problem was not resolved beyond standard procedures.

We are requesting a full refund for all flight tickets and hotel reservations, with no deductions, directly back to our credit cards. As two teachers who have spent two of our child’s three years in hospitals, this overseas trip was supposed to be a reward for everything we had been through. Instead, our plan through Enuygun.com has only brought us more stress, anxiety, and the loss of $2,596 USD, which we worked very hard to save. We will do everything in our power to pursue this matter. This money is extremely important to us, and this trip was meant to be a reward for surviving these past three years. Unfortunately, you turned it into a nightmare. Thank you.