Ezee Flights review: Refund for flights booked by Ezee Flights but unable to be taken on Turkish Airlines

On 13 September, my partner used my credit card (with my permission) to book a return flight from London to Melbourne through Ezee flight. The cost was $AUD10,491.10.

The flight 1998 was to leave Gatwick on 11 January 2023. When he arrived at the airport, he was asked for the last four digits of the credit card that paid for the flight. He rang me in Australia, and I gave him my credit card number, but he was told that this was not the number attached to the booking. I checked that the amount had indeed gone through to Ezee Flight and re checked the number. Turkish Airline staff said that my credit card number was not even close to the one that had paid for the flight and refused to allow my partner TERENCE KELLY to board, despite him having all the paperwork, being an 87-year-old man alone at the airport and being disabled by profound deafness. He had to return home.

When I contacted Ezee flight, the nightmare really began. After several phone calls to someone called 'ALMA' we were told that, on January 17, Turkish Airlines had refunded the money to Ezee Flight and that the money would appear in my credit card account within 5-7 working days. We waited for the required time and when the money did not appear, we called again. Alma said that several refunds had bounced back and that she would action the new refund immediately. Nothing. After another wait we contacted her again and she put us on to her supervisor, 'DARRY' who apparently had to approve the refund. He gave us the same spiel that it would appear in 5-7 working days, and of course, it did not.

When I called again, I was told that DARRY was off sick. In subsequent calls to ALMA and DARRY we were told neither was available and I was finally passed to someone who called himself RONALD, and claimed to be head of the refunds department. He told us that he could see the problem and that we should wait the usual 5-7 working days and we would have the money. Nothing.

We began to wonder whether the problem lay with the fact that while the ticket was in my partner's name, the credit card was in mine: DIANE M MORRISSEY. We tried to call on my phone, but it appeared that it had been blocked, so I called on my partner's phone. I reached another woman, who told me that neither Darry, nor Alma were available and didn't seem to know who Ronald was - she also seemed somewhar confused about whether there actually is a 'refunds department'.

It is now 70 days since Turkish Airline sent Ezee Flights our refund and I can only imagine that the company had no intention of refunding it to us - which is clearly unethical and borderline, criminal.