Turna Denying 5 Air Ticket Refund

I booked five Smartavia tickets via Turna.com on 11 August 2026 for a family trip in Russia. The flights were St. Petersburg–Murmansk on 8 September 2026 (ticket no. 316 6112462304) and Murmansk–Moscow on 11 September 2026 (ticket no. 316 6112462394). On 3 September 2026, Moscow airspace was closed because of Ukraine drone attack threats. Due to this security situation, which was completely beyond our control, we decided to cancel our Russia trip, including our hotel and flight reservations. I cancelled the 8 September flight tickets on 5 September and the 11 September flight tickets on 8 September, well before the flight dates. I first contacted Turna.com regarding the 8 September flight, and they informed me that Smartavia offered two options, ticket exchange or refund. I clearly chose the full refund option because we were no longer able to travel due to the war-related security risk. I also submitted a refund request directly to Smartavia and received a confirmation message showing that my refund request was received under the number CZV-56812. Despite this, instead of resolving my refund request, I received an email from Turna.com stating: “Dear MASROOR A***, kindly be informed that your reissue request has been rejected since the airline changed the schedule of the flight you selected. You can view your flight details on Bookings page if you are a Turna.com member, otherwise click on ‘Booking Control’ link on Turna.com and enter your PNR along with your surname. Kind regards, Turna.com Team.” This reply refers to a reissue request and a schedule change, which is not relevant to my situation, as I had already cancelled the tickets in advance due to the closure of Moscow airspace and serious security concerns. On 16 September I received another email from Turna.com which said: “Dear MASROOR A***, kindly be informed that the refund offer for ticket 3166112462304 has been rejected due to the changes made in the refund policy by the airline. You can view your flight details on Bookings page if you are a Turna.com member, otherwise click on ‘Booking Control’ link on Turna.com and enter your PNR along with your surname. Kind regards, Turna.com Team.” This answer again does not address that my cancellation was made before the flight date because of an official airspace closure and a serious security threat that was beyond my control. In total I paid 1,234.37 for these five tickets, and I have not received any refund so far from either Smartavia or Turna.com. My money has been held for a long time without any meaningful explanation or solution, even though the cancellation was made in good faith and in advance because of an official security-related airspace closure. I request that the full amount of 1,234.37 for these tickets, which were cancelled in advance due to the closure of Moscow airspace and serious security concerns, be refunded without any further delay to my original payment method, and that a clear written explanation be provided as to why my previous refund requests were rejected or left unresolved.