fairy_catcher

1) Purchased a ticket while physically in Hong Kong but in the US website.
2) Requested a refund within 24 hours.
3) When I check the Country of Purchase for my ticket, it says United States.

Am I eligible for a full refund according to Avianca's Cancellations Policy?

Also, their system says my ticket was purchased in El Salvador. But when I check their website, it is United States.

What do I do now?

UpgradeMe

This belongs in the Avianca forum. A moderator has been notified.

P.S. Have you requested a refund? Has that request been rejected?

beckoa

Welcome to Flyertalk fairy_catcher.

As this is specific to a carrier (AV) we'll move this to the AV forum.

~beckoa, co-moderator Information Desk

SK AAR

If the only connection to the US is the fact that the OP booked (non-US flights) on the US webpage of Avianca, I fail to see how the 24-hour reservation requirement set by the US Department of Transportation should apply.

Tokyoite

ticket touching the US?

ohiosux

I was denied a refund on an award ticket that I was trying to cancel within 24 hours of booking. Phone told me to e-mail support. Support told me to call phone. It's a joke.

Tokyoite

Why assume the 24h grace period?

oneworld82

Had a ticket booked in my name instead of my wife's name (mix up over the phone)... trying to have that fixed now (literally 1 hour after ticketing).

Update: was able to cancel the ticket without any fee within 24 hours. Itinerary was LAX-VIE-IST, o/w. Miles refunded instantly, tax within 6-10 days.

dval44

I am on the phone with them now trying to cancel LifeMiles award ticket booked less than 24 hours ago. They are saying no way do they waive the cancellation fee. Hmmm.

dval44

Update. I HUCAd and got someone who said yes, there may be no fee.

She put in a ticket and said the miles should be back in my account in 10 days and the credit card fees should be refunded in 30-90 (!) days.

But then she gave me a ticket # and said to call back if miles weren't back within 10 days. So that didn't inspire a lot of confidence.

Why oh why do I do this to myself.

bradcc

Any update on this? It's been 2 weeks since I requested a refund within 24 hours of booking, still nothing. Followed up with email a few times and got the canned response of they're working on it..

Redwood839

Here's the thing with AV, and by all means it's not a bad airline, they just suck at CS.

They're call center is in El Salvador (or last time I checked it was). A good percentage of those that book are from latin american countries. Either the agents are told to play dumb with the 24 hour rule in the US or they just outright are never told.

I had an issue in October when I tried to cancel only 4 hours after I booked, saying that because I was going to a Central American country I couldn't cancel although I was originating and was in the US when I booked, using their US website. I literally had to tell the agent where on their website it was and how it's a mandatory thing.

It took 2 months and a lot of calls to get it refunded. I honestly don't like AV's CS one bit, they're onboard product is ok and FA's are ok, but Copa's CS and website are much much better. I just hate going down to PTY just to back around to SJO.

Tokyoite

Hi,
Just did the 24h cancellation. Booked and ticketed while in Japan, website region selected to "Rest of the world".
Just called in after an hour, mentioned I booked by mistake, and wanted a free cancel within 24 hours. (actually wrong date, I realized when I was choosing seats on the operating airline website)
No fuss, or push-back.
Miles got back to me in a week, the taxes etc. still being processed by my CC.
So, 24h cancellation still works.

bradcc

Did they have to open a case for you to have it cancelled? Or was the agent able to cancel the ticket for you on the spot?

They opened a case for me a month ago, every follow up attempt yielded the response "an analyst is working on it" ..

Often1

This is covered by the US DOT rules because it is a departure from the US. Whether booked through the US website or with a US POS is irrelevant.

The DOT rule on this is very clear and applies to non-US carriers only as to tickets containing segments to or from the US.