Hi everyone, this is the first time that I post on the US airways board. I probably don't know the rules here very well, so please point me out if I say anything inappropriate.
About one month ago, I purchased a BOS-MSP one-way ticket on US airways website. However, after a few hours, I decided to go with AA on another routing and cancelled my ticket on US airways website. At that time, I thought I would be entitled to a full refund since I made the cancellation within the 24-hour cancellation rule (I admit that I should have taken the time to read the fine print).
Two weeks later, when I didn't find any refund on my cc, I called the customer service. To my surprise, both the agent and the supervisor were very rude and told me that a cancellation doesn't necessarily result in a refund. In order to get the refund, I have to call them to make a request. Now, I can only use the remaining value of this ticket when I make another purchase in the future.
I understand that this is all my fault due to not reading the fine prints, but doesn't the whole process sound a little absurd?
Programs: US Airways Gold Preferred, Hertz #1 Club Gold, Marriott Rewards Silver
Posts: 440
Quote:
Originally Posted by lifesimply
Hi everyone, this is the first time that I post on the US airways board. I probably don't know the rules here very well, so please point me out if I say anything inappropriate.
About one month ago, I purchased a BOS-MSP one-way ticket on US airways website. However, after a few hours, I decided to go with AA on another routing and cancelled my ticket on US airways website. At that time, I thought I would be entitled to a full refund since I made the cancellation within the 24-hour cancellation rule (I admit that I should have taken the time to read the fine print).
Two weeks later, when I didn't find any refund on my cc, I called the customer service. To my surprise, both the agent and the supervisor were very rude and told me that a cancellation doesn't necessarily result in a refund. In order to get the refund, I have to call them to make a request. Now, I can only use the remaining value of this ticket when I make another purchase in the future.
I understand that this is all my fault due to not reading the fine prints, but doesn't the whole process sound a little absurd?
It might be absurd, but lesson learned. Never make any assumptions. If nothing on the site mentioned anything about getting a refund, that should raise red flags to investigate further. Assuming that everything will work out smoothly with a refund like this is never a good idea. Think of it as just an expensive lesson learned.
Programs: US Airways Gold Preferred, Hertz #1 Club Gold, Marriott Rewards Silver
Posts: 440
Let me also add, as per US Law now, all airlines are required to give a customer a refund if a ticket is cancelled within 24 hours of purchase. You should try to escalate this at US Airways, and also copy the DOT so that they are aware of the issue.
Thanks for your reply. I have already checked the law related to getting full refund within the 24-hour refund window. The agent over the phone told me that the reason why I could not get the refund was that I did not make the refund request within 24 hours. As per law, it is the cancellation time that matters. I don't know if I can use that point to get any attention from US airways.
Even if it really is a violation of the law, they will probably use the point that I can use the remaining value of this cancelled ticket to make another purchase. So basically, it serves as an US airways voucher now.
Programs: US Airways Gold Preferred, Hertz #1 Club Gold, Marriott Rewards Silver
Posts: 440
Quote:
Originally Posted by lifesimply
Thanks for your reply. I have already checked the law related to getting full refund within the 24-hour refund window. The agent over the phone told me that the reason why I could not get the refund was that I did not make the refund request within 24 hours. As per law, it is the cancellation time that matters. I don't know if I can use that point to get any attention from US airways.
Even if it really is a violation of the law, they will probably use the point that I can use the remaining value of this cancelled ticket to make another purchase. So basically, it serves as an US airways voucher now.
Did they charge you any $150 change fees? As long as they didn't do that and you'd use the voucher within the next year, then it should be no big deal for you. However, if not, then it's something you may want to pursue with the DOT.
The fine print on the confirmation email says that you can cancel within 24 hours for full refund, by calling them, and it provides the 800 number.
It does not explicitly say that you cannot achieve same if you cancel online though. One would think a cancellation is just that, regardless of whether you call or do it online. But when I asked the person I spoke with when I cancelled a ticket a while back, I was told their systems cannot do a refund for an online cancellation. Now whether they're supposed to facilitate a refund online in the future I wouldn't know and I don't know if their inability to do so now is in violation of the law. My guess is that the law is probably written such that they can do it this way and be in compliance.
The fine print on the confirmation email says that you can cancel within 24 hours for full refund, by calling them, and it provides the 800 number.
It does not explicitly say that you cannot achieve same if you cancel online though. One would think a cancellation is just that, regardless of whether you call or do it online. But when I asked the person I spoke with when I cancelled a ticket a while back, I was told their systems cannot do a refund for an online cancellation. Now whether they're supposed to facilitate a refund online in the future I wouldn't know and I don't know if their inability to do so now is in violation of the law. My guess is that the law is probably written such that they can do it this way and be in compliance.
Did their online system permit you to cancel the reservation within the required 24 hours? If so, telling you that you should have done it with a phone call is nonsense.
I realize that it might be comparing apples to oranges, but DL has always permitted me to cancel online and get a full refund, so long it falls within the 24 hour period.
"Fine print" binds both US and the customer. That's why there are contracts. So that there are no misunderstandings.
You must call within 24 hours to request a refund. If you do, you may have a full refund to your original form of payment without penalty as required by the DOT rule.
If you do not call, you will nonetheless have a penalty-free credit which you may use within a year. That is entirely permissible under the rule.
Complaint to DOT will do nothing. The carriers paid a lot of money to very good lawyers to develop their cancellation policies and make certain that those policies comply with the law.
As others note, this really only matters if you don't intend to fly again within the year. If you do, you use the credit.
Programs: US Airways Gold Preferred, Hertz #1 Club Gold, Marriott Rewards Silver
Posts: 440
Quote:
Originally Posted by Often1
Complaint to DOT will do nothing. The carriers paid a lot of money to very good lawyers to develop their cancellation policies and make certain that those policies comply with the law.
One thing to keep in mind, and I don't about this specific law, but there are plenty of companies around this country that pay lawyers lots of money for this and still don't comply with laws. All you need to do is turn on a news channel any given day and you'll see a story about some American company not complying with a law or having policies that directly breaks a law. No one ever goes to jail over this...sometimes there are fines involved, although many times companies make more money by keeping their illegal policies in place and just paying the fines.
In this particular case, if the DOT regulation states that if a customer cancels within 24 hours they are entitled to a refund, then the OP is entitled to a refund, regardless of whether he did the cancellation online, over the phone or in person. I highly doubt the regulation states that "purchaser must cancel over the phone and any other means do not apply". US Airways just isn't set up to handle it online and that is not just cause for them to deny a refund if the DOT regulation states they should.
Yes, but if the purchaser cancelled within 24 hours (as the OP said he did), then no money should be owed to US Airways. If they did charge his/her credit card, then they need to refund the money.
Yes, but if the purchaser cancelled within 24 hours (as the OP said he did), then no money should be owed to US Airways. If they did charge his/her credit card, then they need to refund the money.
No where does it say the airline cant require that the cancellation/refund request be done to be done via phone. Its not as if they hide the fact that the cancellation/refund request has to be done by phone.
DOT doesn't require that the refund be in the same form of payment as the purchase. So having a refund in the form of a travel credit, as long as it's for the entire amount, meets the letter of the rule.
There is also an exception for tickets purchased 7 or fewer days prior to the flight - no refund for those on non-refundable tickets, just a voucher carrying a change fee.
24-hour window cancellation
