I purchased two airline tickets through Obilet on behalf of two Syrian citizens for an AJet flight from Istanbul to Beirut on March 15, 2026, with PNR code 3R4QUN. The total amount paid was $244. Due to the war, this flight was canceled by AJet, meaning the cancellation was entirely beyond our control and caused by force majeure.
After the flight was canceled, we contacted Obilet multiple times. Initially, they claimed that the tickets were not visible in their system. We then contacted AJet directly, and they clearly confirmed that the tickets were indeed visible in their system and that Obilet’s claim was incorrect. When we relayed this information back to Obilet, they suddenly stated that they could now see the tickets.
During a call with an Obilet representative, Ms. Y******, we were told that even though the tickets were visible, if we proceeded with a refund, approximately $108 out of the $244 ticket cost would be deducted—meaning we would lose nearly the entire amount we paid. When we pointed out that such a deduction had no logical, legal, or ethical basis, the call was abruptly ended. This behavior made us feel that, because the passengers are Syrian citizens, it was assumed they would not pursue their rights. We find this attitude extremely disturbing and discriminatory.
A flight cancellation due to war is clearly not the fault of the customer, and demanding such a high deduction under these circumstances—while also providing inconsistent and misleading information—is completely unacceptable. In our most recent communication with AJet, a representative expressed willingness to assist, showing that a resolution is possible directly with the airline. This further highlights the unfair and unjust approach taken by Obilet as an intermediary.
We request that Obilet issue a full refund of the $244 we paid for these tickets without any deductions due to the force majeure cancellation. Additionally, we demand an internal review of the representative’s misleading statements, excessive deduction demands, and unprofessional behavior, to ensure that similar issues do not happen to other customers.
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