Flight ticket refund part 2- UK

Hello everyone,

I previously posted regarding a refund issue for a flight ticket, and many of you advised me to contact my bank. As the £900 ticket was paid via instalments, the bank directed me to Klarna instead.

Current situation:

I have contacted the airline multiple times, and they have now provided written confirmation and evidence that the refund was successfully processed and sent to the booking agent, Booking.com.

However, every time I contact Booking.com, I receive the same response: “Please wait.”

No timeframe is provided, no investigation appears to be taking place, and my emails are effectively ignored. I informed them that I am prepared to take legal action, to which their response was simply, “Okay, carry on.”

I also requested to escalate the matter to a supervisor or manager, but was told this is not possible.

Frankly, this has been one of the worst customer service experiences I have encountered. Given the lack of cooperation and accountability, I am now considering legal action.

Could anyone please advise:

•	Where should I begin if I decide to pursue this legally?

•	Are there any final steps I should take before going down the legal route?

Any guidance would be greatly appreciated.

Thank you in advance.