Can an airline refuse to refund my credit card and wire the money instead?

Some carriers do insist on a bank transfer rather than reversing the original charge. There is rarely a good reason for it, and it introduces risk, because a wire depends on routing details being exactly right and is far harder to trace or unwind than a card reversal. If a company insists, ask in writing why and keep the response.

Do US federal refund rules apply to a flight between two cities in Mexico?

No. US Department of Transportation refund rules cover scheduled flights to, from, or within the United States. A flight entirely inside Mexico falls outside that scope, even if the passenger is American. Mexican aviation law governs instead, and Mexico's consumer protection agency, PROFECO, is the body with authority over carriers operating there.

Why should I never look up my bank's SWIFT code online?

Because the code you find may not be the one your institution actually uses, and some do not use the SWIFT system at all. Many US credit unions have no SWIFT code of their own and receive international wires through a correspondent bank. Always ask your bank directly for written wire instructions.

What happens if a wire transfer is sent to the wrong bank?

When funds arrive at an institution where the named beneficiary holds no account, the transfer is normally rejected and returned to the sending bank. That process can take time, and the money often sits in limbo while the institutions reconcile the error. The sender is usually the party that must initiate a trace or recall.

Who is responsible when a refund wire goes to the wrong institution?

It depends on where the error entered the chain. If the customer supplied incorrect details, responsibility may sit with them. If the sender transmitted a different code than the one it was given, the sender caused the misdirection. Keep every message showing exactly which details you provided and when, because that record decides the question.

What is PROFECO and when should I use it?

PROFECO is Mexico's federal consumer protection agency, and it has regulatory authority over airlines operating in Mexico. For a dispute with a Mexican carrier it is often the most effective route, because it can compel a response in a way that emails to customer service cannot.

Why did the airline stop replying after I filed a complaint?

Once a regulator is involved, a case is often reassigned to a department that handles government complaints, and the company may route all further contact through that official channel. Silence can look like being ignored when the file has simply moved. Continue following the regulatory complaint rather than restarting with customer service.

Airline refund sent to the wrong bank. Now what?

Viva Aerobus cancels Carol Bartell’s flight to Mexico and insists on wiring her refund to a U.S. bank account. But the money disappears after a SWIFT code error sends the cash to the wrong credit union.

Question

I booked flights with Viva Aerobus from Tijuana to Hermosillo, Mexico. The airline canceled the flights, and I requested a refund. Viva Aerobus would not refund to my American Express card. Instead, it said it had to wire the money to my U.S. bank account.

I sent the airline the details for an international transfer. My bank is Northrop Grumman Federal Credit Union. I found a SWIFT code for the bank online and included it in the forms.

It turns out my bank does not use a SWIFT code or an intermediary bank. To make matters worse, Viva Aerobus performed the transfer but used a different SWIFT code than the one I provided. It sent the money to Navy Federal Credit Union. I am not a member there, so that bank will not help me.

I have sent several emails to customer service and the CEO, but nobody will reply. I also filed a formal complaint with PROFECO, Mexico’s consumer protection agency. Can you help me get my $844 refund?— Carol Bartell, Carlsbad, Calif.

Answer

When an airline cancels a flight, it’s required under federal rules to refund you if you decide not to travel. But what we have here is a comedy (or maybe a tragedy) of banking errors, and it is difficult to know who gets the blame.

Let’s start with the refund itself. Viva Aerobus should have simply reversed the charge on your American Express card. It is unclear why the airline insisted on a wire transfer, but that requirement set the stage for the confusion that followed.

You admitted in your correspondence that you searched for your bank’s SWIFT code online. That is dangerous. You should always contact your bank to verify wire instructions. As you found out, your credit union does not use the SWIFT system.

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However, Viva Aerobus made a significant error as well. You provided a specific code, but the airline’s records show it sent the money to a different one. As you correctly point out, it directed your refund to Navy Federal Credit Union instead of Northrop Grumman.

When a wire transfer hits a bank where the beneficiary has no account, the funds are typically rejected and returned to the sender. This process can take time, and money often sits in limbo while banks reconcile the error.

You did the right thing by escalating your complaint. You contacted the airline’s executives (I list the names and numbers for Viva Aerobus executives on my consumer advocacy site, Elliott.org). You also filed a complaint with PROFECO, Mexico’s consumer protection agency. For Mexican airlines, PROFECO is often the most effective route to a resolution because it has regulatory authority over carriers like Viva Aerobus.

Since the airline stopped responding to you, it may have been ignoring you. When a consumer protection agency gets involved, your case may get transferred to a different department that handles government complaints. Unfortunately, that often freezes direct communication with the customer to instead handle the issue through official legal channels.

I contacted Viva Aerobus several times on your behalf. Finally, Viva Aerobus responded to you via your PROFECO complaint. It processed a new refund for $844, the full amount of your ticket.

Should an airline have to refund you the same way you paid, rather than by bank transfer?

Yes

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.

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