Why this answer
What actually matters
- Identify the operating carrier and contracting parties.
- Ask whether the dispute concerns ticket money, flight operation or agent conduct.
- Do not allow each business simply to refer to the other.
- Send linked claims to the correct party in parallel where needed.
Important nuance
When the statement may have a point
- The agent may be responsible for its own fees, advice or failure to pass on money.
- Some refund chains must be reconciled through the ticketing agent.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Booking confirmation, itinerary and passenger details
- Scheduled and actual departure and arrival times
- Cancellation or delay notices and stated reason
- Receipts for necessary and reasonable replacement costs
If they still refuse
Move the dispute forward.
- Identify whether you are claiming a refund, rerouting, care expenses, fixed compensation or a package remedy.
- Put the claim to the airline, organiser or other contracting party with an itemised calculation.
- Use approved ADR, the CAA route, card protection or court action where the particular dispute permits it.
Read the full rules
Go deeper before escalating.
Official sources