Can anybody guide on where to go with this? NWA say they followed correct procedure, VISA say NWA obviously had a processing error.

I'm now out $200. And, due to the comedy of errors and blunders on NWA's end with this whole issue, my gut is saying NWA are the culprits here. I really don't feel like flying with them now BTW.

Thanks for any advice!

bluesdude (who's off to the Labatt's International Blues Festival!)

Call NW, insist on talking to a supervisor and ask them if they will re-submit the refund.

I worked for UAL until shortly after 9/11. I'm surprised they didn't do an actual exchange with a additional collection reflecting the penalty and any additional fare.

Good luck!

I don't know if the dispute resolution procedures many of us discuss apply to you, as a Canadian (I assume), but I would guess that there is some sort of recourse for you similar to ours.

Ours specifies that we must dispute an erroneous charge within 60 days of receiving notice of the charge. If we submit a written notice (many institutions will accept a phone notice), the institution will credit your account and contact the merchant; if the merchant can substantiate the charge, you are notified, and the charge is put back on your account. If the merchant cannot substantiate the charge, you are off the hook.

I know it says 60 days, but I have heard of instances where a transaction is not actually completed until after the 60 days, and the period has been accordingly extended. An example might be where you purchase a cruise for next summer, and your account is billed and payment made now, but then the cruise is cancelled; on cancellation, which may very well be after the original 60 day period, you can generally dispute the original charge and get your money back.

Assuming Canadian contracts contain similar provisions, I would be inclined to write your bank, setting out how that original transaction had not actually been completed until recently when the refund was not received, and dispute the original debt. One would hope the bank would recognize this as an extended transaction, refund your money, and make the airline document the validity of the charge, and during that validation, they should find their error.

I think, as do you, that the error is with the airline, and I would be very surprised if any bank would refund your money without more documentation than you apparently have.

I also observe that, like many of us, you have been calling and emailing. Certainly that often saves time, but it leaves no documentation. Once there is a real problem, I think written communication is much better; not only does it make you organize your case, it provides documentation, and it also often results in a more thorough review of your complaint, since someone is going to have to sign it.

It would be to your advantage to keep one item on one thread, by posting follow-ups as replies to the original.

Thanks for the responses!

Unfortunately my initial post was cut off therefore I had to create Part 2.

Tomorrow I contact NWA's 'Refunds' department (on my own coin which is complete BS) and I'll take the next step from there.

Hi Bluesdude,

Another interpretation of Jed's suggestion, and now knowing your side, too ...

when the initial post is too long for one post .. post as much as you can and then continue your train of thought with replies to that post .. voila! .. one thread but with all your information.

Cheers.

I just got off the phone with NWA's 'Refunds' and they informed me that they received the credit request from 'Reservations' on August 23 so I can expect to see the credit on my VISA within a week. She explained that it takes 3-4 weeks to see the credit applied from the intitial ticket booking/refund/credit from 'Reservations' end.

Now, why couldn't the Reservations agent(s) explain this to me? They were made well aware of my concern two weeks ago but turned this into a bit of a cat and mouse game.

I'm quite relieved (won't be totally releived until I see it on my VISA statement) but thanks again for your responses!

Good luck!

I can't imagine what takes 3-4 weeks in the electronic age. At least being able to view your account online is better than only seeing your statement once a month.