Fly Dubai Fails to Honor Refund Promise for Business Class Upgrade

I travelled with Flydubai on flight FZ159 on 28 January 2026, with booking reference IGSHHU, seated in seat 2A. At check-in, the staff member in charge clearly informed me that if Flydubai did not change the aircraft and the in-flight entertainment remained unavailable, my entire business-class upgrade fee would be refunded. Based on this assurance, I proceeded with the upgrade and paid AED 1,061.26. Unfortunately, the aircraft was not changed and, as warned, the entertainment system was not working. In addition, during the flight, I discovered further problems with my seat and immediately informed the cabin crew about these issues. Despite this, Flydubai’s business team later claimed that there was no problem with the seat, which makes it seem as if I am not telling the truth, even though the problems were clear and can still be checked on seat 2A. I raised this issue under reference number 16909444, but the resolution I received was not in line with the clear verbal confirmation I had been given at the airport. I request that Flydubai honour the commitment made by its staff at check-in and refund the full upgrade fee of AED 1,061.26 that I paid for this flight, as the promised service and conditions were not provided.