Comments on: I’m still waiting for my refund … and waiting … and waiting http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: David Z http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19370 David Z Mon, 11 May 2009 10:55:57 +0000 http://www.elliott.org/?p=6388#comment-19370 Lufthansa finally refunded: <a href="http://www.dallasnews.com/sharedcontent/dws/fea/travel/columnists/celliott/stories/DN-trouble_0510tra.ART.State.Edition1.4d06693.html" rel="nofollow">http://www.dallasnews.com/sharedcontent/dws/fea/travel/columnists/celliott/stories/DN-trouble_0510tra.ART.State.Edition1.4d06693.html</a> Lufthansa finally refunded:

http://www.dallasnews.com/sharedcontent/dws/fea/travel/columnists/celliott/stories/DN-trouble_0510tra.ART.State.Edition1.4d06693.html

]]> By: Carver http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19352 Carver Sun, 10 May 2009 01:03:03 +0000 http://www.elliott.org/?p=6388#comment-19352 @Lynn Sorry to hear about what Continental put you through. However, I cannot agree about using a travel agency. The one my firm used cost $25 per ticket. I make about 20 trips per flights. That's about 500 annually as insurance against something bad happening. At least for me that way too much money. @Lynn

Sorry to hear about what Continental put you through. However, I cannot agree about using a travel agency. The one my firm used cost $25 per ticket. I make about 20 trips per flights. That’s about 500 annually as insurance against something bad happening. At least for me that way too much money.

]]> By: Lynn Ryan http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19346 Lynn Ryan Sat, 09 May 2009 21:47:04 +0000 http://www.elliott.org/?p=6388#comment-19346 Several years ago I bought a fully refundable paper ticket on Continental Airlines using my American Express card. I missed my flight when I got stuck in a hotel elevator (true!) and later sent my ticket to Continental for a refund. I did everything right, kept copies, sent all the required documentation by Airborne Express signiture required, and reported the dispute to American Express. Over the next year and a half, American Express asked me to resend the documentation three times, but I never received any acknowledgement, communication or refund from Continental or the card company. At that point American Express told me they had nothing more to do with the problem and it was now between me and Continental. I then called directly to the refund department of Continental Airlines. They said as long as the ticket hadn't been used (it hadn't) I was indeed entitled to a refund. It came through the next morning. I told American Express what I had done and cancelled my card. I am sure they didn't care, but I never missed the $75 a year I was paying for zero customer support. As for Continental, even having one of their management as a friend didn't help; they just were not going to refund my $600 until I went to the guy who actually does it, someone the travelling public usually does not have access to. This experience just confirms that buying a ticket through a travel agency, even for a small fee, can be well worth it for the back up they can provide in a dispute. They have all the right phone numbers! Several years ago I bought a fully refundable paper ticket on Continental Airlines using my American Express card. I missed my flight when I got stuck in a hotel elevator (true!) and later sent my ticket to Continental for a refund.
I did everything right, kept copies, sent all the required documentation by Airborne Express signiture required, and reported the dispute to American Express. Over the next year and a half, American Express asked me to resend the documentation three times, but I never received any acknowledgement, communication or refund from Continental or the card company. At that point American Express told me they had nothing more to do with the problem and it was now between me and Continental.
I then called directly to the refund department of Continental Airlines. They said as long as the ticket hadn’t been used (it hadn’t) I was indeed entitled to a refund. It came through the next morning. I told American Express what I had done and cancelled my card. I am sure they didn’t care, but I never missed the $75 a year I was paying for zero customer support. As for Continental, even having one of their management as a friend didn’t help; they just were not going to refund my $600 until I went to the guy who actually does it, someone the travelling public usually does not have access to. This experience just confirms that buying a ticket through a travel agency, even for a small fee, can be well worth it for the back up they can provide in a dispute. They have all the right phone numbers!

]]> By: Eva http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19254 Eva Wed, 06 May 2009 05:08:15 +0000 http://www.elliott.org/?p=6388#comment-19254 I have worked for a travel company with offices around the globe for 9 years. My job is to process the refunds our retail agents sell to the public. Let me tell you, Lufthansa is one of the WORST when it comes to paying out-most of the refunds I forward to them for processing take a year to come back. Its ridiculous! Airlines HATE to part with their money. I regularly have to chase cases where 4 or 5 different airline employees have assured me a refund has been processed when, in fact, it hasn't. My advice: Keep all correspondence, receipts, boarding passes, luggage check tickets-everything! Don't give up and don't give in! I have worked for a travel company with offices around the globe for 9 years. My job is to process the refunds our retail agents sell to the public. Let me tell you, Lufthansa is one of the WORST when it comes to paying out-most of the refunds I forward to them for processing take a year to come back. Its ridiculous! Airlines HATE to part with their money. I regularly have to chase cases where 4 or 5 different airline employees have assured me a refund has been processed when, in fact, it hasn’t. My advice: Keep all correspondence, receipts, boarding passes, luggage check tickets-everything! Don’t give up and don’t give in!

]]> By: David Z http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19221 David Z Tue, 05 May 2009 08:18:04 +0000 http://www.elliott.org/?p=6388#comment-19221 <blockquote>How and where can we find these addresses?</blockquote> Chris actually posted those of Expedia on this very blog: http://www.elliott.org/help/expedia/ If you get a bounceback after trying to email any of those listed there, tell Chris so he can update.

How and where can we find these addresses?

Chris actually posted those of Expedia on this very blog:

http://www.elliott.org/help/expedia/

If you get a bounceback after trying to email any of those listed there, tell Chris so he can update.

]]> By: Michael Lemire http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19211 Michael Lemire Mon, 04 May 2009 20:37:05 +0000 http://www.elliott.org/?p=6388#comment-19211 Robert, You can do a search for stories on the offending party at the consumerist.com. They have lots of info on how to get in touch with executives. Robert,

You can do a search for stories on the offending party at the consumerist.com. They have lots of info on how to get in touch with executives.

]]> By: Robert Knox http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19172 Robert Knox Sun, 03 May 2009 02:38:32 +0000 http://www.elliott.org/?p=6388#comment-19172 Elliott, You recommend emailing directly to an Expedia or Lufthansa manager, and say their addresses are not hard to find. How and where can we find these addresses? My experience is that these businesses will not give out management names and email addresses. A clerk will take your request and promise to send it forward, but they never do. RK Elliott,
You recommend emailing directly to an Expedia or Lufthansa manager, and say their addresses are not hard to find. How and where can we find these addresses? My experience is that these businesses will not give out management names and email addresses. A clerk will take your request and promise to send it forward, but they never do.
RK

]]> By: Carver http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19168 Carver Sat, 02 May 2009 19:56:15 +0000 http://www.elliott.org/?p=6388#comment-19168 I agree with Beth insofar as I don't deal with 3rd party booking agents as a rule. I believe in dealing directly with the travel provider. I agree with Beth insofar as I don’t deal with 3rd party booking agents as a rule. I believe in dealing directly with the travel provider.

]]> By: Beth http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19162 Beth Sat, 02 May 2009 14:23:55 +0000 http://www.elliott.org/?p=6388#comment-19162 This is why I rarely buy anything from an online, third-party booking company for either myself or my travel clients. I'd rather pay a little more and deal directly with the air carrier, the hotel, etc. To call Expedia a "travel agent" is sort of insulting to the true travel professionals who provide excellent, personalized services and go to bat for their customers in difficult situations such as this. This is why I rarely buy anything from an online, third-party booking company for either myself or my travel clients. I’d rather pay a little more and deal directly with the air carrier, the hotel, etc. To call Expedia a “travel agent” is sort of insulting to the true travel professionals who provide excellent, personalized services and go to bat for their customers in difficult situations such as this.

]]> By: Martin Smith http://www.elliott.org/the-troubleshooter/im-still-waiting-for-my-refund-and-waiting-and-waiting/comment-page-1/#comment-19161 Martin Smith Sat, 02 May 2009 13:20:36 +0000 http://www.elliott.org/?p=6388#comment-19161 I have written to you several times about the ridiculous involuntary forfeiture of more than $3,000 for a ticket PRG-CDG-EZE and return. Because of missing the first leg PRG-CDG the entire ticket was cancelled and we couldn't even use the return. AirFrance/KLM and Expedia all say there is no recourse. Surely this is theft. Just because the flight from PRG-CDG was missed because of a horrendous auto accident very near the airport surely should not mean that the entire sum is forfeit and then we had to buy other tickets. We have written Air France/KLM four times now and not even received a response. Help! I have written to you several times about the ridiculous involuntary forfeiture of more than $3,000 for a ticket PRG-CDG-EZE and return. Because of missing the first leg PRG-CDG the entire ticket was cancelled and we couldn’t even use the return. AirFrance/KLM and Expedia all say there is no recourse. Surely this is theft. Just because the flight from PRG-CDG was missed because of a horrendous auto accident very near the airport surely should not mean that the entire sum is forfeit and then we had to buy other tickets. We have written Air France/KLM four times now and not even received a response. Help!

]]>