Getting full refund for air tickets
March 27, 2020 8:50 AM Subscribe
We were supposed to go on a big trip and it is now cancelled. We want the money, not the credit. What can we do?
This was a trip to Australia on Air Canada. It was a work trip for me but 3 family members were going to come. My husband would have been on paternity leave, which is the only reason we did the trip.
We booked through a travel agent (I'm on maternity leave and didn't want to have to deal).
First the conference cancelled. Now the flights have been cancelled.
The travel agent and Air Canada say we can get a credit to go on the exact same trip in the next 2 years. That would be impossible because we won't have the time off at that point.
Yes I posted about this on Twitter and Air Canada got into my DMs but wasn't helpful.
We have travel insurance but getting through to them is very tough right now. We didn't get cancel for any reason. Is the airline canceling the flight going to likely get us a refund via travel insurance? Like is it worth spending the energy on this route?
This was a trip to Australia on Air Canada. It was a work trip for me but 3 family members were going to come. My husband would have been on paternity leave, which is the only reason we did the trip.
We booked through a travel agent (I'm on maternity leave and didn't want to have to deal).
First the conference cancelled. Now the flights have been cancelled.
The travel agent and Air Canada say we can get a credit to go on the exact same trip in the next 2 years. That would be impossible because we won't have the time off at that point.
Yes I posted about this on Twitter and Air Canada got into my DMs but wasn't helpful.
We have travel insurance but getting through to them is very tough right now. We didn't get cancel for any reason. Is the airline canceling the flight going to likely get us a refund via travel insurance? Like is it worth spending the energy on this route?
I found this random article while googling, it sounds like this is a Canadian policy and people are unhappy: Federal agency supports move by airlines to give vouchers, not refunds, amid pandemic. You could try contacting Air Passenger Rights Canada mentioned in the article
I think you may have misunderstood how the voucher works, vouchers are airline-specific credit in the total of the flight that must be used within 2 years, and you can usually split it up across multiple flights. I've never heard of a voucher being restricted to the same destination or exact time frame as there's no guarantee that flight will even exist in 2 years. My best guess is they meant "Credit to go on a trip of the same cost within 2 years", so you might be able to get confirmation on that. It's also possible your travel agency is doing something weird and lying to you to try and get you to use them again, but the voucher is actually a generic one
In my experience travel insurance companies are usually a scam and very hard to get money from even when there isn't a global pandemic, so I wouldn't waste my time unless there's something specific in the policy to cover this case. This depends on the exact legal language in your policy
posted by JZig at 9:20 AM on March 27, 2020 [3 favorites]
I think you may have misunderstood how the voucher works, vouchers are airline-specific credit in the total of the flight that must be used within 2 years, and you can usually split it up across multiple flights. I've never heard of a voucher being restricted to the same destination or exact time frame as there's no guarantee that flight will even exist in 2 years. My best guess is they meant "Credit to go on a trip of the same cost within 2 years", so you might be able to get confirmation on that. It's also possible your travel agency is doing something weird and lying to you to try and get you to use them again, but the voucher is actually a generic one
In my experience travel insurance companies are usually a scam and very hard to get money from even when there isn't a global pandemic, so I wouldn't waste my time unless there's something specific in the policy to cover this case. This depends on the exact legal language in your policy
posted by JZig at 9:20 AM on March 27, 2020 [3 favorites]
It depends on your travel insurance policy. Did they send you a copy? I am in the same boat, trying to get a refund for a trip to France a month from now, and my insurance policy does offer refunds if the airline cancels the flight. I filed a claim with them yesterday online. It only took a few minutes.
posted by something something at 9:24 AM on March 27, 2020 [1 favorite]
posted by something something at 9:24 AM on March 27, 2020 [1 favorite]
I had a similar issue with American Airlines, so I emailed every single one of their top level people (CEO, etc.) and enclosed screen shots of me blowing up their Twitter and Instagrams with saying "American Airlines is refusing to give a college student a $200 refund during a global pandemic, and THEY'RE getting a government bailout. SHAME ON YOU."
I got 5 form letters apologizing and offering a voucher; after the 5th email I got a refund. Persistence pays off.
posted by yes I said yes I will Yes at 10:32 AM on March 27, 2020 [5 favorites]
I got 5 form letters apologizing and offering a voucher; after the 5th email I got a refund. Persistence pays off.
posted by yes I said yes I will Yes at 10:32 AM on March 27, 2020 [5 favorites]
I'm scheduled for an American Airlines flight to Italy in late April. I spoke to a (surprisingly civil, given how harried they surely are) customer service rep who explained that, yes, after the flight was canceled, as it most likely would be, they'd have to give me a refund (Air Canada probably has similar terms in their Contract of Carriage), but until then all they can offer is a voucher reusable within one year (your 2 year term seems generous by comparison!). They suggested that I wait until the cancellation and then invoke that clause. I don't know if there's a near-certainty your flight will be canceled, but if there is you can probably get a refund later if you don't get the vouccher now.
posted by jackbishop at 10:55 AM on March 27, 2020
posted by jackbishop at 10:55 AM on March 27, 2020
IANAL, but the relevant parts of Air Canada's International Tariff seem to be as follows (emphasis mine)
Rule 80B(3)(a): In the event of a Schedule Irregularity that is within Air Canada’s control: Air Canada will provide alternate travel arrangements as set out in APPR. If the passenger refuses such arrangements because they do not accommodate their travel needs and chooses to no longer travel, the carrier will provide a refund and compensation in accordance with RULE 100 - REFUNDS.
Rule 100D(1): 1) For the purpose of this paragraph, the term "Involuntary Refund" shall mean any refund that is made if, due to reasons within Air Canada’s control or required for safety purposes, the passenger experiences a delay of three hours or more, a denial of boarding or cancellation, and refuses alternate travel arrangements offered because they do not accommodate their travel needs.
Rule 100D(2): The amount of the Involuntary Refund will be as follows, unless otherwise provided elsewhere in this tariff and subject to applicable law: Air Canada will refund the unused portion of the ticket
Alas, nothing specifically says the refund is back to the original means of payment, so I'm not sure if this allows them to issue a voucher, and say that it's a refund, but I'd think it's at least something where you have a good argument that you're entitled to a negotiable financial instrument.
posted by jackbishop at 11:55 AM on March 27, 2020
Rule 80B(3)(a): In the event of a Schedule Irregularity that is within Air Canada’s control: Air Canada will provide alternate travel arrangements as set out in APPR. If the passenger refuses such arrangements because they do not accommodate their travel needs and chooses to no longer travel, the carrier will provide a refund and compensation in accordance with RULE 100 - REFUNDS.
Rule 100D(1): 1) For the purpose of this paragraph, the term "Involuntary Refund" shall mean any refund that is made if, due to reasons within Air Canada’s control or required for safety purposes, the passenger experiences a delay of three hours or more, a denial of boarding or cancellation, and refuses alternate travel arrangements offered because they do not accommodate their travel needs.
Rule 100D(2): The amount of the Involuntary Refund will be as follows, unless otherwise provided elsewhere in this tariff and subject to applicable law: Air Canada will refund the unused portion of the ticket
Alas, nothing specifically says the refund is back to the original means of payment, so I'm not sure if this allows them to issue a voucher, and say that it's a refund, but I'd think it's at least something where you have a good argument that you're entitled to a negotiable financial instrument.
posted by jackbishop at 11:55 AM on March 27, 2020
If it was purchased with a credit card, they may have travel insurance coverage that applies.
posted by spindrifter at 12:33 PM on March 27, 2020
posted by spindrifter at 12:33 PM on March 27, 2020
This thread is closed to new comments.
posted by k8t at 8:54 AM on March 27, 2020