Trip.com Shows $0 Refund Even Though AJet Confirmed I Can Get $82

I purchased a non-refundable Basic fare ticket through Trip.com for an AJet flight from Stuttgart to Istanbul on September 2. In addition to the ticket, I also purchased an extra 20 kg baggage allowance. Later, I realized that I had booked the ticket for the wrong date and contacted Trip.com to ask whether at least a partial refund or a refund of the baggage fee would be possible.

When I called Trip.com customer service, the representative told me that I could not receive any refund. They also said that, if I wanted, they could update my contact information on the ticket so I could speak directly with AJet, but that doing so would remove the agency from the process. I approved this, and my contact information on the ticket was updated.

After that, I called AJet and submitted my cancellation request. AJet representatives stated that because the flight had not yet taken place, I could receive an $82 refund if the ticket was canceled. They also told me that the extra 20 kg baggage allowance I purchased would be refunded 100%. However, they specifically explained that they could not process the cancellation themselves, that the cancellation had to be completed through Trip.com as the agency, and that the payment information for the refund was held by the agency.

I then tried to contact Trip.com again, but I could not reach customer service. When I attempted to cancel through the mobile app, the refund amount was shown as $0. This is unacceptable because AJet clearly stated that I am eligible for an $82 refund plus a full refund of my extra baggage fee, yet Trip.com does not reflect this amount and cannot be reached properly.

My request from Trip.com is that the $82 refund confirmed by AJet, along with the full refund of the 20 kg extra baggage fee I purchased, be paid to me without any deduction. My reservation PNR code is 49BE0G, and I have been trying to resolve this refund issue since June 10. I request that my grievance be resolved as soon as possible.