Formal Complaint Against MyTrip (Etraveli) – Refund Delay

My experience with MyTrip regarding my flight booking with reference 1119-857-681 has been absolutely unacceptable. I booked my flight via Skyscanner, which redirected me to MyTrip, and later had to request a refund. Since my refund request in February, I have faced constant delays, vague responses and extremely poor customer service, even though I paid MyTrip directly and am still waiting for around 1,200 USD to be returned. MyTrip and its entity Gotogate International AB have already confirmed that the cancellation and refund process was initiated, yet after approximately five months I still have not received any payment. Instead of providing a clear solution, the company keeps repeating the same excuse that they are “waiting for the airline” as if their internal arrangements should somehow become the customer’s problem. Customer support has been one of the worst parts of this process. The Live Chat is practically useless; after waiting a long time to reach an agent, the chat disconnects automatically and forces you to start all over again. There is no reliable email support and no practical phone support, which means there is almost no effective way to resolve urgent issues or get concrete information about the status of the refund. A company that handles customers’ money should provide transparent communication and timely refunds, yet MyTrip has failed to do both in my case. I have now escalated my case to the relevant consumer protection authorities in Sweden and I am pursuing every available legal and financial channel to recover my money. I request that MyTrip immediately processes and pays out my full refund of approximately 1,200 USD for booking 1119-857-681 without any further delay and provides a clear written confirmation of the transaction.