yosithezet

Don't be mistaken. I am rooting for you to be successful and then some!

Ditto

It's ok that they haven't replied, I was just thinking, that if you e-mailed them within the 24hrs window, you could use that to either get them to refund you the money, or with the CC company.

soliloquy

I don't think it's okay that 10 days later they still haven't replied (not even to say there was a fee). I wanted them to issue the refund (which already takes awhile) so I could book another flight. But, hindsight is 20/20 for me. I have never had to contact an airline by email so that didn't even cross my mind until I was past the 24 hours.

soliloquy

Thanks! If I had never checked out this subforum, I would not have wanted to cancel.

Ditto

lol, it's not that unusual for airlines to take loooong time to reply to e-mails

joshwex90

This is how AF deals with 24 hour cancelations, and they take care of it within 2 days.

simba8

I do think the CC will reverse the airline charge. When the payment was made, the airline and consumer enter into a contract- which, the consumer has stated- included an option to cancel within 24hours. If the party doesn't make itself available, during the 24hrs, as noted in the contract, then from the issuer of the credit card, the airline has not provided the services provided as they said they would (the ability to cancel within 24hours), and therefore, the consumer is entitled to their funds.

Its almost like fraudulent marketing- they tell you that you could cancel and receive your money back during the 24 hours, but you can't- b/c really its only a 8 hour window due to business hours.
The DOC has every right to examine such practices in terms of what the airline markets to the consumers and what really can be accomplished.

soliloquy

Thank you.

https://www.transportation.gov/airco...ur-reservation

soliloquy

Update:

Dear Mrs. REDACTED

Following our correspondence, we conducted a thorough investigation into the nature of your complaint with all relevant of offices.

Firstly, we do want to convey our sincere apologies for your experience.

Our sales and service line 1-800-223-6700 is open 24 hours / 7 days a week. During the weekdays MON-THU 9AM to 5PM and Friday 9AM-3PM, all incoming calls are directed to our New York office. When the NY office is closed, including Saturdays and Sundays all calls are directed to our main office in Tel Aviv. Our management team will ensure that indeed telephone calls are being forwarded correctly and to why you were not assisted by our Tel Aviv office.

We understand that your three tickets were sent for refund processing minus cancellation penalty of $250 per ticket. Since you initially contacted El Al within the 24 hours period of creating the booking, we have instructed our accounts department to refund the cancellation penalty of $250 per ticket (total of $750). The refund will be made to the credit card used.

We thank you for bringing this matter to our attention. Despite your experience we look forward welcoming you and your family on board our future flights to your complete satisfaction.

Sincerely,

(REDACTED)

princeville

Thanks for the update. I'm glad they were reasonable, even if it took a while!

Yoshi212

It took over a month? That's unacceptable if so but glad you got what you were entitled to in the end.

soliloquy

Yeah, it took much longer than I thought it would. Two rounds of disputes...and received a response today. But, happy it's over.

awayIgo

While a month is annoying, I do not think it is unreasonable. They needed to verify the reason the change was made in over 24 hours. Unfortunately many people will easily lie to get fees removed. I would guess that verification involved pulling and examining phone records.

I will not back El Al when they mess up, but sometimes they do things correctly. This is one, IMO of those instances.

simba8

Really glad this worked out.
What do you think triggered the response? The credit card company or the DOT?

joshwex90

Definitely the DOT