2023年11-12月規劃了一趟歐洲自由行，過程中遇到了人生第一次訂機票後立刻被取消的情況，於是想分享自己申請退款的經驗，希望對和我遭遇相同情況的人有幫助。
事情始末---從我看了很久，終於決定下訂，一覺睡醒就是惡夢的開始 XD
◉ 2023/9/17在eDreams官網訂了兩張WizzAir機票（因為比價後eDreams最便宜，加上eDreams是歐洲最大的訂票網站，網友評價也不差）
Reykjavik - London (2023/12/6 11:15-14:15) 和 London - Budapest (2023/12/6 15:20-18:50)
訂好機票的隔2天就是噩夢的開始，因為陸續於9/19、9/20收到WizzAir Mail “Schedule change notification”，真的是晴天霹靂，信件中會有新的航班日期時間，最後會給您選擇同意變更還是申請退款，
We regret to inform you that there has been a schedule change that affects your flight(s) under confirmation code AMXXXX. Please accept our sincere apologies for the inconvenience this change may cause.
You have been automatically re-booked to another flight. In case you have been re-accommodated to a flight which operates outside of the original country of arrival or departure, you will still be able to choose original routes to re-book to (subject to availability of seats) when choosing re-booking option below.
The new flight details are:
Reykjavik - London (2023/12/7 10:10-13:10) 和 London - Budapest (2023/12/6 19:55-23:25)
行程根本接不上，於是9/23選擇了取消，申請退款。申請退款過程，因為eDreams的消極服務，真的是令人火冒三丈。
WizzAir 9/19、9/20就信件通知航班取消或異動，但eDreams一直到10/3才通知，而且只有其中一段，另一段呢??
We’ve received an update from Wizz Air:
Your flight(s) have been cancelled or have a significant change. You can see what options are available to you in Manage My Booking
Your original itinerary：Wed, 6 Dec, London - Budapest (with Wizz Air)
◉ 10/3 立刻到WizzAir官網寫信給客服詢問退款狀況，當天晚上就立即收到Wizz的回覆(超級迅速的)，答覆內容也都是想要的答案，要給Wizz大鼓勵，光是客服效率就值得再向這家公司訂票。
(Wizz Air客服 https://wizzair.com/en-gb/information-and-services/compliments-and-complaints/)
Thank you for contacting Wizz Air Customer Service Department.
Please accept our apologies for all inconveniences caused by the disruption of the flight. We assure you that we make every effort to operate flights according to the original schedule, but sometimes, like all other airlines, we are compelled to readjust our previously set schedule.
Regarding your request, we kindly inform you that we refund XX.XX GBP to the original payment method that was used for the booking. Funds will be available within 7-10 working days. A refund was initiated on the 3rd of October 2023. (另一個是 A refund was initiated on the 15th of October 2023. )
Also, I have double-checked the reservation and seen that you booked tickets via a travel agency or third-party website (not directly with Wizz Air). Due to our policy, we can refund money only to the original payment method (the card has been used). >>WizzAir是退回給eDreams，由eDreams那邊再退款給我
In this case, please contact your travel agency to get your money back. >>我要自己聯絡eDreams那邊，請eDreams退款給我 XD，這就是非直接透過航空公司官網訂票，從第三方網站訂票的麻煩
◉ 10/11 撥打eDreams客服電話(02-77249368)，超級難打，好不容易接通了一次，客服是中國人，要了訂位編號(10碼)，核對相關訂票資料，給了我一個信箱 <airlinecontact-bcn@contact.edreams.com>，要求我提供退款證明 ，意思就是自己去向航空公司聯繫，請提出航空公司給我證明，通常會是email
◉ 10/12 寄出WizzAir給的退款證明至eDreams提供的信箱後，至11/12就一直都沒回信給我了 (中間3次寫信至eDreasm詢問退款進度，都無回應，已做好要不回的準備了)
◉ 11/12 再度寫信至eDreasm線上客服 https://webportal.edreams.com/ 非電話客服提供的信箱
◉ 11/13 eDreasm回覆
We regret for any inconvenience this issue may have caused.
In order to process your request, we would need you to provide us with the following documents by sending them, in PDF format, to our dedicated team:
Bank Document. >> 我根本沒有歐洲的銀行帳號
Account holder name:
IBAN number: >> 不知道這是什麼
Swift code: >> 不知道這是什麼
Once we receive this information, we will send your request to the airline, we will contact you.
We remain at your complete disposal should you require further assistance.
◉ 11/15 我回：當初我是用信用卡刷的，我沒有銀行帳號
◉ 11/15 eDreasm回：沒收到WizzAir的退款......，
We sincerely apologize for the inconvenience and delay this may have caused you.
As per your email, we have checked and we have not received the refund from the airline yet. Therefore, once we receive the refund from the airline, we will proceed with the same amount back to you as soon as possible.
Please be advised, on average, Wizz Air UK takes up to 30 days from the date of the refund request to deliver the funds.
At the meantime you may also get in touch with the airline to speed up the refund.
We remain at your complete disposal should you require further assistance.
此時我已怒了，Wizz/eDreams到底是哪一方在說謊，我自己也想知道，於是我決定把雙方給我的MAIL寄給他們彼此看
◉ 11/17 寫信至Wizz Air客服，標題寫得很嚴重，附上eDreams說沒收到退款的信件內容
◉ 11/24 Wizz回：他們早在10/16就退款給我，並附上正式的文件
........之後，我就出國了，暫時沒空處理
◉ 11/30、12/5 在旅途中，意外收到eDreams 退款信件 “Refund processed eDreams” >> 最後退款成功
We are pleased to confirm that your refund has been processed.
The amount of XX.XX EUR. has been refunded to the same payment method* used in the original booking and should appear on your statement within 5 to 7 days, depending on your card issuer or bank.
此次購票經驗心得 >> 死纏爛打，要到退款機率大 XD （我覺得我是死纏爛打才要到退款的）
1. 整個過程很累，花了很多時間精力看網路文章，也做好要不回機票錢的準備，因為我買的機票非常便宜，所以打算當成一次經驗。這次飛了7個地方，機票都是分段買，相較於一次把7個地方的機票買完，當然有比較貴，但也因為這樣幸運的沒有多花冤望錢。朋友的CASE是從第一站一次買到最後一站，但他中間這兩段被取消或更改，聯繫第三方訂票平台，對方說要取消只能一次把全部的機票都取消，但這樣其他段的機票相對地跟著取消，就要賠錢了，因為買的是廉價機票，所以最後那兩段他認賠，又重新訂了這兩段的機票。 從這個事件，讓我們省思，以後是否訂機票要為了省錢而一起買齊，或是向第三方平台訂票呢？還是要直接向航空公司訂機票呢？有沒有達人可以分享看法呢？真的很好奇，到底什麼方式會是最好的。
2. WizzAir 客服真的非常棒，回覆的速度也很快，這次購票是因為卡在第三方平台，若是直接向航空公司買機票的話，我想很快就會拿到退款了。
3. eDreams App/客服真的糟透了，從一開始航空公司已信件通知班機取消或異動，eDreams的反應也太慢，過了2個星期才通知取消班機。Ｗizz退款了，edreams卻說沒收到航空公司退款，客服爛透了，打電話、email多次，
國內旅遊 (1)
您好～ 我想詢問關於客訴的部分您是填寫他們的客訴單，還是直接寫email給他們呢