I filed a Complaint with DOT against EL AL
#17
Join Date: Mar 2016
Location: CPT,AMS
Posts: 4,410
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.
#18
Original Poster
Join Date: Oct 2016
Programs: Several...
Posts: 175
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.
#20
Join Date: Mar 2016
Location: CPT,AMS
Posts: 4,410
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.
#21
FlyerTalk Evangelist
Join Date: Dec 2009
Location: HaMerkaz/Exit 145
Programs: UA, LY, BA, AA
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#22
Join Date: Jan 2011
Location: YYZ
Posts: 765
I don't think you are likely to get help from the credit card company. The policy violated is that of the US DOT and the credit card company won't make a decision based on US DOT regulations but rather on their contract with EL AL, which it doesn't seem EL AL violated.
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.
#23
Original Poster
Join Date: Oct 2016
Programs: Several...
Posts: 175
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.
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.
https://www.transportation.gov/airco...ur-reservation
#24
Original Poster
Join Date: Oct 2016
Programs: Several...
Posts: 175
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)
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)
Last edited by soliloquy; Feb 21, 2017 at 5:29 pm
#26
Join Date: Dec 2009
Location: New York, NY
Programs: AA Gold. UA Silver, Marriott Gold, Hilton Diamond, Hyatt (Lifetime Diamond downgraded to Explorist)
Posts: 6,776
It took over a month? That's unacceptable if so but glad you got what you were entitled to in the end.
#28
Join Date: Mar 2008
Location: Israel/United States
Posts: 1,234
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.
I will not back El Al when they mess up, but sometimes they do things correctly. This is one, IMO of those instances.