I had to write to easyjet’s Customer services director at his home address before my EU261 compensation was paid. That was after 9 months of being fobbed off. Ever tried getting it out if Ryanair? I’m not saying any of this is right, but Prinera are not alone.
though claiming one of their pilots ripping a wing tip if is ‘out if there control’ is a bit much...
What did you expect? You're dealing with unprofessional companies who only care about their purses and don't give a flying fig about customer service yet alone refunds. They'll always blame someone something else in order not to pay out claims. A bit like insurance companies.
A colleague of mine is still waiting for a refund from Primera after a cancellation at EWR back in the early days.