Airlines: credit voucher vs. full refund?
#21
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Lufthansa though Ovago
Our flight was canceled and we tried to get a refund but we had to wait until 72 hours before. Now they seemed to have changed their policies to vouchers. We don't want a voucher because we have teens and next year we need to focus on college tours. AND we bought the ticket through Ovago! Some people are suggesting calling the credit card companies? I am not sure what makes sense.
#22
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RubyTwins So, what I've discovered is below. If THEY cancelled the flight, they MUST give you a refund. No vouchers if you don't want them. If they are not complying, I would start a credit card dispute/chargeback. Keep all documentation that THEY cancelled the flight, not you.
EU 261 - according to this regulation, if the airline cancels the flight, they MUST refund you the money. The airlines have asked for some leeway in this unprecedented time and were told no. (18 March 2020 ruling)
c20201830.pdf
In the case of a flight cancellation by the airlines (no matter what the cause is), Article 5 obliges the operating air carrier to offer the passengers the choice among: a) reimbursement (refund); b) re-routing at the earliest opportunity, or c) re-routing at a later date at the passenger's convenience.
DOT (US) - same rules
assengers are often entitled to a refund of the ticket price and associated fees when the airline is at fault.
EU 261 - according to this regulation, if the airline cancels the flight, they MUST refund you the money. The airlines have asked for some leeway in this unprecedented time and were told no. (18 March 2020 ruling)
c20201830.pdf
In the case of a flight cancellation by the airlines (no matter what the cause is), Article 5 obliges the operating air carrier to offer the passengers the choice among: a) reimbursement (refund); b) re-routing at the earliest opportunity, or c) re-routing at a later date at the passenger's convenience.
DOT (US) - same rules

- Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to be rebooked on a new flight on that airline.
#23
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#24
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Unless you bought an expensive refundable ticket you'll likely only get the tax back if you cancel. If the government extends the lockdown the airline might not have a choice but to cancel.
The way I see it you cancel and accept the taxes back.
Wait hope they cancel and get a full refund.
The way I see it you cancel and accept the taxes back.
Wait hope they cancel and get a full refund.
#25
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Unless you bought an expensive refundable ticket you'll likely only get the tax back if you cancel. If the government extends the lockdown the airline might not have a choice but to cancel.
The way I see it you cancel and accept the taxes back.
Wait hope they cancel and get a full refund.
The way I see it you cancel and accept the taxes back.
Wait hope they cancel and get a full refund.
#26
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If it was refundable then you will get a full refund when you cancel but it might take days to appear as a credit in your online credit card account. Maybe that was the credit info you received that it would go to the card. But if it said it was an airline credit then that might be a bug in their website. You might have gotten a reply that assumed that it was non-refundable (which is what we assumed).
#28
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My friend recently had this happen, the flight in question was linked to another long haul flight with a different airline. She received notification of flight change which would not connect to the long haul sector. She asked for refund, only got the offer of 'credit voucher' for later use went back to CC company who paid out. Airline in question was Qantas.
#29
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If it was refundable then you will get a full refund when you cancel but it might take days to appear as a credit in your online credit card account. Maybe that was the credit info you received that it would go to the card. But if it said it was an airline credit then that might be a bug in their website. You might have gotten a reply that assumed that it was non-refundable (which is what we assumed).
#30
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You could wait to see if your new flights are cancelled. The airlines (US anyway) are having cash flow issues now. That could get worse but it could get better when they get funds or financing from the government. Or business could pick up.
Some policies differ by airline. A change from nonstop to connecting flight is good grounds for a refund. Same for big schedule changes.
Here is an article that should give you an idea of what to expect (it is from 2018):
https://thepointsguy.com/2018/01/max...edule-changes/
#31
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If you want to change the date(s) of travel then you should go to 'manage itineraries' and select the existing one and look for a change option.
Another way is to start a new booking and go on to the payment page. Look for a payment option to use a voucher or e-ticket. You could see an option to enter your existing confirmation number. (Spirit has this option but I had already cancelled my reservation, so it didn't work)
Not all airlines have an online way to use the funds from a cancelled ticket. That is, they might not have a way to use the credit online. I think I have to call Spririt to use the credit. Same for an AA cancellation, I think.
Another way is to start a new booking and go on to the payment page. Look for a payment option to use a voucher or e-ticket. You could see an option to enter your existing confirmation number. (Spirit has this option but I had already cancelled my reservation, so it didn't work)
Not all airlines have an online way to use the funds from a cancelled ticket. That is, they might not have a way to use the credit online. I think I have to call Spririt to use the credit. Same for an AA cancellation, I think.
#32
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I"d like to tag on here if you don't mind. I was supposed to head to Vancouver in May for a conference. Conference cancelled, all Airbnb's refunded. My Delta flight was booked in mid-Feb., before this thing blew up. I just went to My Trips to see a red message that Delta had retooled my flight, adding a stop which would land me at LAX at 12:45 p.m., although my flight LAX to Vancouver leaves at 12:15 p.m.! First of all, I have no plans to go. I don't think the border will be open nor will travel be happening.
But what kind of idiotic re-routing is this? Do they really think someone should have to deal with that? How would I get to Vancouver?
ANYWAY - should I be contacting them or should I wait this out to see if they will cancel the flight? I mean, they have to cancel, right? <sigh>
Thanks for any insight.
But what kind of idiotic re-routing is this? Do they really think someone should have to deal with that? How would I get to Vancouver?
ANYWAY - should I be contacting them or should I wait this out to see if they will cancel the flight? I mean, they have to cancel, right? <sigh>
Thanks for any insight.
#33
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I am not sure I understand. Your LAX departure is 12:15 and your return from YVR arrives LAX 12:45 on the same day? That is what it sounds like you are describing but given that you had an AirBnB res you were planning an overnight. They added a stop - was your original itinerary a nonstop?
You should check the Delta website for their cancellation and refund policies. Whatever it says I would not take it as the final word. I think you are due a refund. You might be able to initiate that online. For a cancel with an airline credit, you would want to know if you could use it online or if you have to call to use it.
The airline did not "think" (I think) it was a computer program that came up with the new itinerary. Same with other automated replies.
You should check the Delta website for their cancellation and refund policies. Whatever it says I would not take it as the final word. I think you are due a refund. You might be able to initiate that online. For a cancel with an airline credit, you would want to know if you could use it online or if you have to call to use it.
The airline did not "think" (I think) it was a computer program that came up with the new itinerary. Same with other automated replies.
#34
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I am not sure I understand. Your LAX departure is 12:15 and your return from YVR arrives LAX 12:45 on the same day? That is what it sounds like you are describing but given that you had an AirBnB res you were planning an overnight. They added a stop - was your original itinerary a nonstop?
You should check the Delta website for their cancellation and refund policies. Whatever it says I would not take it as the final word. I think you are due a refund. You might be able to initiate that online. For a cancel with an airline credit, you would want to know if you could use it online or if you have to call to use it.
The airline did not "think" (I think) it was a computer program that came up with the new itinerary. Same with other automated replies.
You should check the Delta website for their cancellation and refund policies. Whatever it says I would not take it as the final word. I think you are due a refund. You might be able to initiate that online. For a cancel with an airline credit, you would want to know if you could use it online or if you have to call to use it.
The airline did not "think" (I think) it was a computer program that came up with the new itinerary. Same with other automated replies.

Last edited by Rocket79; Apr 13th, 2020 at 02:06 PM.
#35
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The airlines are doing everything they can to avoid refunds, including playing with you. We had a trip planned to Paris/Corsica at the end of this month: We had separate Delta flights to get the best deal, RDU to JFK and then JFK to CDG. Return on Delta CDG to JFK mid-May and then Jet Blue JFK to RDU.
It started with Jet Blue (the last leg of our tripO. They first changed the evening flight a couple hours and then switched us to a flight early in the morning (even though we were not due back to JFK until mid-afternoon). Notice of changes often came days after we saw flight cancellations online. We emailed a demand for a refund and filed a chargeback request with our credit card, based on our flight being canceled by them. Today, we got two emails, one responding to our email of a couple weeks ago, promising us a refund in 7-10 days. And, the other one sent us a notice of cancelling all four flights they apparently tried to put us on.
Delta keeps encouraging us to consider an e-credit, but, until yesterday, were still selling tickets on our flights to and from Paris. At one point the non-stop flight from JFK to CDG was changed to JFK, ATL, AMS, CDG. Our flight RDU to JFK was changed to include a trip south to ATL with a very short layover before going to JFK, but it required an early morning departure that was not convenient. The biggest problem is that (if we were to go) we arrive in ATL three hours AFTER we depart for JFK. The JFK to Paris round trip flights today have been deleted. Yet a day later, zero notice to us..
We have three more airlines for flights within France. Easyjet to Corsica, which grounded their fleet and cancelled the flight a couple weeks ago, but still with no notice to us. Volotea from Corsica, is still showing as scheduled but inevitably it will be cancelled. And, Air France back to CDG, is also still scheduled as of today.
On he positive side, airbnb refunded three non-refundable deposits. Booking.com convinced one hotel to refund a non-refundable payment. Oddly, our one refundable payment, weeks later, still has not been forthcoming. ×
It started with Jet Blue (the last leg of our tripO. They first changed the evening flight a couple hours and then switched us to a flight early in the morning (even though we were not due back to JFK until mid-afternoon). Notice of changes often came days after we saw flight cancellations online. We emailed a demand for a refund and filed a chargeback request with our credit card, based on our flight being canceled by them. Today, we got two emails, one responding to our email of a couple weeks ago, promising us a refund in 7-10 days. And, the other one sent us a notice of cancelling all four flights they apparently tried to put us on.
Delta keeps encouraging us to consider an e-credit, but, until yesterday, were still selling tickets on our flights to and from Paris. At one point the non-stop flight from JFK to CDG was changed to JFK, ATL, AMS, CDG. Our flight RDU to JFK was changed to include a trip south to ATL with a very short layover before going to JFK, but it required an early morning departure that was not convenient. The biggest problem is that (if we were to go) we arrive in ATL three hours AFTER we depart for JFK. The JFK to Paris round trip flights today have been deleted. Yet a day later, zero notice to us..
We have three more airlines for flights within France. Easyjet to Corsica, which grounded their fleet and cancelled the flight a couple weeks ago, but still with no notice to us. Volotea from Corsica, is still showing as scheduled but inevitably it will be cancelled. And, Air France back to CDG, is also still scheduled as of today.
On he positive side, airbnb refunded three non-refundable deposits. Booking.com convinced one hotel to refund a non-refundable payment. Oddly, our one refundable payment, weeks later, still has not been forthcoming. ×
#36
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Wow. Crazy, crazy stuff. I would be inclined to just accept the voucher and be done with it, if I could choose where and when to travel. And if they were just honest and up front about it instead of making all of these screwy changes that are literally impossible to accommodate. Yes, I've been very impressed with Airbnb. Even a loft that had a strict cancellation policy gave me a full refund.
They've just officially announced that the Tour de France is cancelled, so your other France flights will mosts likely be cancelled, too. Good luck to us all!
They've just officially announced that the Tour de France is cancelled, so your other France flights will mosts likely be cancelled, too. Good luck to us all!
#37
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whitehall What I found is that I would see on-line the flights were cancelled before I got the official email. Many times, I got the official email within 2 days of travel, but the flights had been cancelled for 2 weeks.
I should edit my post and add the dates of my refund requests... many of them are about a month old at this point. I don't want to start a bunch of credit card disputes, I'm hoping I don't have to go that far, but if we get close to the '60 day' rule, then I will.
no updates here.
I should edit my post and add the dates of my refund requests... many of them are about a month old at this point. I don't want to start a bunch of credit card disputes, I'm hoping I don't have to go that far, but if we get close to the '60 day' rule, then I will.
no updates here.

#38
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Just curious - My departure date was May 21 - how soon before this "might" I see notification of cancellation? I mean, the borders are closed! Are they allowing flights in? It's kind of confusing. Thanks...
#40
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