Originally Posted by
timstravel
OK, I have a situation where the schedule change has impacted the passenger as in case 1 - she now arrives almost four hours earlier than originally scheduled.
Problem is, she is connecting to another airline (on a separate ticket) at the CO destination and now faces a six-hour layover. She wants to take option #4 (refund and rebook on CO or another airline.)
One CO agent has told her that she can't get a refund because she's getting in earlier than originally scheduled. I'd guess their argument was that CO has chosen option #1, and that's that. A second apparently refused because the schedule change was made four months or so ago, and said basically that it's too late to do anything about it.
Any chance of getting a refund from CO? If so, what's the best way to try (besides calling?)
Is she having to depart earlier? If they get her in earlier that's usually fine, but that's not a good argument if she also has to leave hours earlier. Just say she can't make it.
As for when the schedule change happened, you will need to counter with the fact that she never accepted the change, regardless of when it happened.
The phrase to request is "INVOL REFUND" and escalate to a supervisor or WE CARE until you get what you want.
Once they realize you will continue to waste their time until they do what they're supposed to, they will do what they're supposed to.