I booked a flight via BudgetAir (through Skyscanner).

Before I agreed to cancel my booking, BudgetAir customer support explicitly confirmed in writing that:

the booking would be cancelled by them, and
I would receive a full refund within 8–10 weeks.

Based on this clear assurance, I proceeded with the cancellation.

After cancellation, I was informed that the airline had rejected the refund and that no refund would be issued. This directly contradicts what was communicated to me before I agreed to cancel.

The amount involved is €316.86 (Booking reference: BA-21083982).

My complaint is not about airline fare rules after cancellation, but about the incorrect and misleading pre-cancellation information provided by the support agent, which influenced my decision.

I have raised this issue with:

ACM ConsuWijzer (Netherlands Consumer Authority)
Skyscanner Partner Support team

I am requesting BudgetAir/Travix to review the case based on the pre-cancellation communication and provide a fair resolution.

I am sharing this experience to ensure customers receive accurate information before making irreversible cancellation decisions.