Hi everyone! As you read VICTORY!, yes, for some of us...My case was solved and I will get refund soon by the travel agency. I heard some other cases where people also get refund, but in the other hand I found thousands of people still waiting, frustrated and confused. That means this petition is open and will be close the day that most of us get refund. Please notice that we have modify some details in the petition in favour of the people that have signed. The message is the same and is clear, We request a total refund to all the passengers affected by COVID-19.

I have an important information to tell you, so we understand how the refund process work. 

FIRST: It is important to understand that the Airlines are involved in every refund. They have the passengers/customers money and must refund the travel agency so that the travel agency can refund the customer. The travel agency is an intermediary and is bound by contract to follow the airlines decision. According to EU law (EU Regulation 261/2004) it is the airline(s) legal obligation to offer you a re-booking or refund if your flight is canceled. The travel agencies are not involved in the cancellation of the flights and can only mediate the customers requests to the airline. Therefore the customer has the right to contact the airline if they would like them to change the decision about their refund application. 

How the refund process work:

According to the contracts between airlines and travel agencies the airlines make the decision about all refunds.

-The customers pay on the travel agents website.
At this point two binding contracts are made. One with the intermediary (travel agent) for facilitating the contact with the airline, and one between the customer and the airline(s) for the delivery of the service. This is important because this stipulates who is later responsible for what. If the airline does not deliver the service the customer has bought from them, it is their responsibility to rebook or refund the customer according to EU regulations.
-The travel agency transfers customers' payment to the airline(s) immediately. 
-The customers contact the travel agency about a refund.
-The travel agency forwards the customer refund application to the airline.
-The airline makes a decision and  replies to the travel agency
-The travel agency forwards the airline's decision to  the customer.
If a customer requests a refund even though the airline does not offer that option, the customer needs to contact the airline and try to get them to make an exception, which is extremely rare. Unfortunately, we are not able, contractually or technically, to help the customers with any options that are not offered by the airline.

So please make sure to contact the airlines as well in order to get refund.

Thanks to all of you! Be patient, your refund will come.

PS: Feel free to contact me if any doubt. @fernandoevOK on Twitter