Aegean Airlines refunds one ticket but not the other. What’s going on?

Photo of author

By Christopher Elliott

When Benn Karne’s flight gets canceled after the COVID outbreak, Aegean Airlines eventually refunds one of his tickets. But what about the other one? And why is it taking so long to resolve his case?

Question

I bought two tickets from Aegean Airlines just before the COVID shutdown. The airline offered vouchers for credit, redeemable for cash after a year.  

After the year ended, I received a refund for one of the tickets. But Aegean shows the other as “already redeemed,” even though it hasn’t been. To add confusion, the refund for the one ticket does not indicate which one was refunded. — Benn Karne, Oakland, Calif.

Answer

You should have received that second ticket refund by now.

Aegean Airlines’ refund policy, while not perfect, is better than most. Many European airlines canceled their flights and forced customers to accept a voucher that expired after a year. If they couldn’t use the flight credit within a year, the airline got to keep the money. 

Your credit worked the other way. If you couldn’t use the voucher, you received a full refund. (What’s the ideal resolution, you ask? A full refund after the cancellation. But we don’t live in an ideal world.)

I’m not surprised that refund cases like yours are dragging on for years, literally. Airlines and other travel companies would rather forget the beginning of the outbreak, and they are more focused on the future than on a few painful months in 2020 when it looked like the sky was falling. But you can’t let them forget. (Here’s our guide to resolving your consumer problem.)

I publish the names, numbers and email addresses of the customer service managers at Aegean Airlines on my consumer advocacy site, Elliott.org. But a review of your case suggests those names were only enough to get you the first refund. 

Berkshire Hathaway Travel Protection covers consumers and their travel dreams, backed by Berkshire Hathaway Specialty Insurance Company’s financial strength and security. Choose travel insurance designed specifically to your trip and travelers, plus the fastest claims payments in the travel insurance industry. Get more information at Berkshire Hathaway Travel Protection.

In fact, you sent numerous emails and a polite letter to the CEO using our online contacts. Then the airline refunded your first ticket. But Aegean’s site showed it had refunded both ticket. (Related: Aegean Airlines refunds one ticket but not the other. What’s going on here?)

So what was the problem? My advocacy team and I contacted the airline on your behalf. A representative said the airline had tried to send the second refund to your bank, but it seems the transfer failed. That can happen when the account number is incorrect. But you had supplied the right bank account number. I think it’s possible someone on the other end didn’t type your bank account information in correctly on the second ticket.

You re-sent the account number. This time, the refund went through.

Photo of author

Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter. He is based in Panamá City.

Related Posts