Our flights were cancelled because of Iran conflict but travel agent Opodo won't refund our £2,675: CRANE ON THE CASE

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At the beginning of this year, my husband and I booked flights to Islamabad to deal with some family matters, after our son sadly died aged 33. 

The flights were booked using the online travel agent Opodo and cost £2,674.94.

We were both departing on Emirates flights from Manchester via Dubai on 25 March. I was due to return on 12 April, with my husband following on 19 April. 

On 14 March, we both received emails saying the first outbound flight had been changed due to the conflict in Iran, but the new time would mean we missed our connection. 

We called Emirates but were told to go to Opodo instead. After speaking to Opodo, I decided not to travel and requested a refund, but my husband attempted to change his flights and still make the trip.

Disruption: This family's flights to Pakistan were cancelled due to the conflict in Iran

Opodo confirmed my flights were cancelled, but they still appeared to be live in the Emirates app. 

I contacted Emirates, which said I was still booked on the flights. Opodo simply said the flights were cancelled and to await a refund.

Meanwhile, my husband never received details of his new flights. Opodo told him it couldn't reschedule them, and to contact Emirates directly. However, Emirates said it couldn't help and to contact Opodo.

A few days later, he decided to cancel his booking due to all the difficulty. On 23 March, he was promised a refund but this hasn't arrived.

My booking is still showing as live on the Emirates app, and we are both without refunds totalling £2,674.94. S.R, Bradford

Helen Crane of This is Money replies: The situation in the Middle East has thrown millions of people's travel plans into disarray. 

This included my own, as I found myself stuck in Australia when the conflict broke out at the end of February and unable to board a connecting flight home via Doha, Qatar. 

It especially sad to hear that you missed out on your important family time, following your son's death. 

When your flight was cancelled in mid-March, you were hoping it would be safe to travel by the time your booking arrived. 

As it stands, the Foreign Office is still advising against all travel to several parts of Pakistan and sadly it looks as if you and your husband won't be able to make your trip for some time. 

So what are airlines' obligations in this situation? 

If your flight was supposed to leave from the UK, and it is cancelled by the airline, you should receive a refund within seven days, or an alternative flight. 

If you choose a refund, the airline should offer cash and not just vouchers. 

For flights back into the UK, the same rules apply if you are flying with a carrier covered by UK or European Union travel regulations. 

If you're flying with one that isn't, such as the Middle Eastern airlines, what you'll be offered depends on their home country's rules and terms and conditions. 

However, many are making concessions given the current situation. Emirates is offering a rebooking or refund on all flights departing between 28 February and 31 May.

The rules are different if you cancel the ticket yourself before the flight is cancelled, or in the case that the flight still travels. 

In this case, airlines do not need to provide a refund, unless you were travelling on a refundable ticket.

And things can become even more complicated if you book with a third-party travel agent. It is tempting to use them, because they often pop up with the lowest fares when you are browsing on flight comparison websites such as Skyscanner.

However, doing so adds infuriating extra hurdle if something goes wrong and you need to get your money back. 

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Agents will often refuse to pay back their customers until their own costs have been reimbursed by the airline, and many readers over the years have told me how this has dragged out their refund claims.

I've also been told how agents and airlines ping customers back and forth, each trying to push responsibility on to the other - which Opodo seemed to be guilty of in your case. 

In your situation, still grieving for your son, this stress was the last thing you needed.  

As in most areas of consumer law, it's the company you paid your money to, in this case the agent, who needs to help. 

In my mind, Emirates didn't do anything wrong here - it was Opodo who messed up cancelling the flights, and who gave you the run-around when it came to a refund.  

I contacted the company and within days, your money was back in your bank account. 

A spokesman for Edreams, the parent company of Opodo said: 'As a result of the situation in the Middle East, [S.R and her husband's] outbound flights were cancelled by the airline. 

'As no suitable alternative flights were available, a refund was requested. We are pleased to say that the refund has since been successfully processed. [They] will receive it within 5-7 working days.'

I'm pleased to draw a line under this, and hope you get to visit your family as soon as possible.