Comments on: Two years later, still no refund http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/ 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 http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/comment-page-1/#comment-19529 David Sun, 17 May 2009 18:47:52 +0000 http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/#comment-19529 I also waited 2 years for a refund from United from a cancelled flight due to a death in the family. When I first called their refund desk - operated out of India - they agreed to refund the cost of the tickets after I faxed a copy of my father's obituary. But the refund never came. 6 months or more later, I recontacted them to see what happened and they denied any knowledge of my previous inquiry. They also informed me that even if I were eligible for the refund, since it was an aged ticket (now a year old) they would deduct $100 per ticket or so. After 6 more months of e-mailing and calling, and reporting UA to the Better Business Bureau and the Department of Transportation, I received a refund for about half the value of the original tickets. This behavior on the part of UA is shameless and simply exemplifies the state of the airline industry today and UA's standing within that industry. I am now using up my remaining miles at UA and will not fly them again when I can possibly avoid them. I also waited 2 years for a refund from United from a cancelled flight due to a death in the family. When I first called their refund desk – operated out of India – they agreed to refund the cost of the tickets after I faxed a copy of my father’s obituary. But the refund never came. 6 months or more later, I recontacted them to see what happened and they denied any knowledge of my previous inquiry. They also informed me that even if I were eligible for the refund, since it was an aged ticket (now a year old) they would deduct $100 per ticket or so. After 6 more months of e-mailing and calling, and reporting UA to the Better Business Bureau and the Department of Transportation, I received a refund for about half the value of the original tickets. This behavior on the part of UA is shameless and simply exemplifies the state of the airline industry today and UA’s standing within that industry. I am now using up my remaining miles at UA and will not fly them again when I can possibly avoid them.

]]> By: Wayne C http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/comment-page-1/#comment-11511 Wayne C Fri, 25 Apr 2008 08:17:39 +0000 http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/#comment-11511 While there's a number of problems getting money back from airlines, not everything is their fault as this article shows. While the customer thought the airline wasn't doing it's part they never made sure the agency had done it's part. A simple call to them should have made both aware the paperwork hadn't been sent to the airline. As for refunds taking time to show up on a credit card statement there's more involved then just the airline. As carver stated in can take up to two statements to show up, but that's NOT because of the airline, but of the nature of how banks process credits. I agree the airlines should have a timeline to issue the credit, but the banks also need a time limit for posting it. I had a client one time that kept calling insisting I didn't issue a refund because it hadn't shown up. I provided the paperwork, but he couldn't understand that I had done all I could do to get the money refunded. In the end the problem was that his bank only processed credits at the end of each months statement date for each customer (but on the statements just showed the transaction date, and not the posting date, thus making the customer think everything was instant). Federal law governs these transactions, but right now doesn't require anything close to what any reasonable person would expect for timelines. While there’s a number of problems getting money back from airlines, not everything is their fault as this article shows. While the customer thought the airline wasn’t doing it’s part they never made sure the agency had done it’s part. A simple call to them should have made both aware the paperwork hadn’t been sent to the airline.

As for refunds taking time to show up on a credit card statement there’s more involved then just the airline. As carver stated in can take up to two statements to show up, but that’s NOT because of the airline, but of the nature of how banks process credits. I agree the airlines should have a timeline to issue the credit, but the banks also need a time limit for posting it. I had a client one time that kept calling insisting I didn’t issue a refund because it hadn’t shown up. I provided the paperwork, but he couldn’t understand that I had done all I could do to get the money refunded. In the end the problem was that his bank only processed credits at the end of each months statement date for each customer (but on the statements just showed the transaction date, and not the posting date, thus making the customer think everything was instant). Federal law governs these transactions, but right now doesn’t require anything close to what any reasonable person would expect for timelines.

]]> By: Carver Farrow http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/comment-page-1/#comment-7913 Carver Farrow Tue, 15 Jan 2008 11:29:59 +0000 http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/#comment-7913 It amazes me that the airlines can take my money in minutes, but it takes forever to get refunds. For example, if you cancel a fully refundable ticket on AA.com, for some strange reason, the system believes that you don't want a refund. You have to actually call the airline to get a refund, which can take up to two billing cycles. I'd add that into the passenger's bill of rights. Refunds must be processed within 7 days. It amazes me that the airlines can take my money in minutes, but it takes forever to get refunds. For example, if you cancel a fully refundable ticket on AA.com, for some strange reason, the system believes that you don’t want a refund. You have to actually call the airline to get a refund, which can take up to two billing cycles. I’d add that into the passenger’s bill of rights. Refunds must be processed within 7 days.

]]> By: Ann, CTC http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/comment-page-1/#comment-7855 Ann, CTC Sun, 13 Jan 2008 15:27:17 +0000 http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/#comment-7855 As an agent I see that there was not proper follow-up on either the agency's part or the traveler (unless there is something not stated here). The agency, when the original agent left, should have made sure someone took over the refund process from the original. That the original agent left is no excuse (and perhaps I can see why the original agent left, it should not have taken a month to prepare a refund request). But too, the traveler should have hounded the agency once the refund was taking longer than about 3 months. (That's about how long I let things lie before starting the inquiries - as noted, the airlines take your $$ in the blink of an eye, but are very poor in returning it; 8-12 weeks is pretty standard). It shouldn't have taken 2 years and Chris's intervention under the circumstances. The original fault was the agency's, but the traveler should have been more insistent with them. Suggestion. I always copy in the client on any refund request so that they can see when I requested the refund. If you do not know when a request was made, ask the agency for a copy of the original request. Copying in the client keeps me on my toes (I can't procrastinate), and the client has part of the paper trail. Do not feel bad about following up with an agent. As Chris said, the client paid a fee which implies the agent will follow-up on things like this. At the same time, take into consideration the fact that we (both client and agent) are at the mercy of the airlines!! As an agent I see that there was not proper follow-up on either the agency’s part or the traveler (unless there is something not stated here). The agency, when the original agent left, should have made sure someone took over the refund process from the original. That the original agent left is no excuse (and perhaps I can see why the original agent left, it should not have taken a month to prepare a refund request). But too, the traveler should have hounded the agency once the refund was taking longer than about 3 months. (That’s about how long I let things lie before starting the inquiries – as noted, the airlines take your $$ in the blink of an eye, but are very poor in returning it; 8-12 weeks is pretty standard). It shouldn’t have taken 2 years and Chris’s intervention under the circumstances. The original fault was the agency’s, but the traveler should have been more insistent with them.

Suggestion. I always copy in the client on any refund request so that they can see when I requested the refund. If you do not know when a request was made, ask the agency for a copy of the original request. Copying in the client keeps me on my toes (I can’t procrastinate), and the client has part of the paper trail. Do not feel bad about following up with an agent. As Chris said, the client paid a fee which implies the agent will follow-up on things like this. At the same time, take into consideration the fact that we (both client and agent) are at the mercy of the airlines!!

]]> By: Richard http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/comment-page-1/#comment-7819 Richard Sat, 12 Jan 2008 16:22:07 +0000 http://www.elliott.org/the-troubleshooter/two-years-later-still-no-refund/#comment-7819 I can relate to this problem. Back in June 2007, I flew Amman to Bahrain with Royal Jordanian, code share with Gulf Air. I was booked Business class, which as you know, is a little more expense than coach. There was a problem with the airplanr and it was switched with an all-coach configured aircraft. I was assured by the staff of a partial refund due to the downgrade. I applied for a refund via my travel agent in Tel Aviv to the Royal Jordanian offices. Only after continual and constant nagging on my part and a letter of complaint, did I receive the refund at the end of December, a full 6 months later. The airlines are all too quick to demand money upfront for any change the client wants to make but slower than a snail in making a refund. Richard I can relate to this problem. Back in June 2007, I flew Amman to Bahrain with Royal Jordanian, code share with Gulf Air. I was booked Business class, which as you know, is a little more expense than coach. There was a problem with the airplanr and it was switched with an all-coach configured aircraft. I was assured by the staff of a partial refund due to the downgrade. I applied for a refund via my travel agent in Tel Aviv to the Royal Jordanian offices. Only after continual and constant nagging on my part and a letter of complaint, did I receive the refund at the end of December, a full 6 months later. The airlines are all too quick to demand money upfront for any change the client wants to make but slower than a snail in making a refund.

Richard

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