On May 11th, I made the mistake of buying a ticket to go to the Nonick in Bilbao through the Best2fly website. I then had to cancel it due to a personal issue and asked them for a refund. They told me that with the locator number, they would send the money back to my account.

90 days passed, the legal period for a refund, and they did not process it. I sent them a total of about 5 emails claiming the debt, and they still have not replied, other than asking me to send my IBAN and SWIFT for the refund. After these emails, I realized there is a Facebook page for issues related to Best2fly.

Reproducing the problem

Ticket purchase, May 11th

Cancellation in writing and by phone, May 15th:

Following our conversation this morning, I am sending you a request for ticket cancellation with purchase number 729XXX and reservation ID: RJXXX. Please refund the amount XXXX

They remained silent for 2 months; the responses to calls were absurd, and I finally decided there was no point in continuing to call.

I send an email, they reply asking for IBAN and SWIFT.

I reply to the email with the requested details, and silence ensues for another 2 weeks.

I call them, and they say they are not receiving my emails, telling me to send it to best2fly@hotmail.com, which is incredible, not even a corporate email.

I send the details and ask them to reply automatically, stating when they will make the deposit and to send me an email with a copy of the deposit.

Still waiting for a response…

Just so you know, I am still waiting for them to reply, but like me, hundreds of people are currently organized in forums and on the Facebook page, but if they don’t reply within the 3-day deadline I gave them, it’s clear that they will be reported, and not just to the OCU.