Due to unforeseen circumstances, I had to cancel my tickets booked directly through the app. The total cost for two tickets to Jeddah was AED 2700. I contacted the customer service team to clarify the penalties for a refund, and they informed me it would be 75 USD per ticket, totaling AED 540, resulting in a refund of AED 2,230. I accepted this and submitted the refund request. However, the next day, I received an email detailing a much lower refund amount of AED 1,085. The breakdown was confusing: Fare refundable value: AED 680.00, Taxes and Surcharges refundable: AED 685.00, Total refundable amount: AED 1,365.00, Less refund charges: AED 280.00, leaving a residual refund value of AED 1,085. This lack of clear communication from the sales team is disappointing, especially considering the company's reputation for professionalism. It’s frustrating to receive such service after paying a significant amount.
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