travala.com

Content This complaint concerns booking HJGC2TDW. This was an international flight booking for a V

Content

This complaint concerns booking HJGC2TDW.

This was an international flight booking for a Vietnamese passport holder. A fully English e-ticket / flight confirmation is mandatory for immigration clearance and boarding.

From the very beginning, I repeatedly and urgently requested Travala to provide a pure English version of the e-ticket confirmation, clearly stating that:
• The passenger is Vietnamese
• Immigration authorities require English documentation
• Departure date was very close (12 February)

However, despite multiple follow-ups over several days, Travala continuously sent Chinese-only confirmations and failed to provide the English version in time.

Travala only provided the English e-ticket on 9 February, after several days of repeated urgent requests.
By that time, due to the high risk of being denied boarding or immigration clearance, I had no choice but to rebook the same flight on another platform, resulting in duplicate payment for the same journey.

This cancellation was not voluntary.
It was directly caused by Travala’s failure to provide mandatory English documentation in a timely manner.

Despite this, Travala now claims the cancellation is “voluntary” and refuses to refund the ticket fare, only offering tax refunds or extremely delayed processing of up to 90 days, which is completely unacceptable.

I hereby formally demand:
1. Full refund of the ticket fare
2. Refund to be processed within 7 working days
3. Not tax-only refund
4. No 90-day delay

If this issue is not resolved fairly and promptly, I will escalate this case through:
• Trustpilot
• Consumer protection authorities
• Payment dispute channels
• Public exposure on major platforms

Travala’s handling of this matter has caused serious financial loss, stress, and travel disruption. I strongly advise travelers to exercise extreme caution when booking through this platform.

Date of experience: Feb 09, 2026