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| Our flight was cancelled in March 2020 due to the Corona outbreak. At the time, Air Europa had no technical infrastructure for handling refunds. There was no option to request a refund online. I called customer service and was told I could only have a voucher. I asked for a manager and noted that this is against the law in the EU. She said yes yes, you can get a refund, but the only way is to send an email to this address with your ticket information. I sent the email in March 2020, but received no confirmation or receipt acknowledgement. Since I received no refund confirmation, I believed no one would ever read my email. I initiated a dispute with my credit card in May 2020. Chase refunded me temporarily while they investigated. After a month, Chase denied my request and rebilled me in July 2020. They said it is not their job to enforce EU law, and the voucher offer was good enough. To get a cash refund, I had to get it directly from the airline. I reapplied for a refund with Air Europa in August 2020. Ever since then, they deny my requests because they say that their records show my dispute was successful and I need to get the money from my credit card. I have submitted to them the Chase denial letter, my credit card statements showing the rebill, and the date that my bank says they transferred the money to Air Europa. The denial letter from Chase very plainly states I was not successful. The customer service individuals refuse to properly communicate with accounting to find the money and confirm that my dispute was denied. They also lose my case information constantly, and I have to explain everything every time in an effort to get them to find records of when payments moved between Chase and Air Europa. I have two consumer complaints I am waiting for someone to help with. I am beyond upset as the tickets for my family were $2,500. This is the first time I've ever reviewed a company, because I'm not that passionate about the quality of services. I've likely wasted 30+ hours in the past year on the phone with them trying to get to the bottom of this.