Originally Posted by
edfisher
The lawsuit comment was just a vent but i do get tired of big business taking advantage of regular folks who save and plan and look forward d to special trips only to have it taken away and not be made whole with the proper refund. It just seems strange that the VP of customer relations could not have pointed me in the right direction a week ago when I contacted him. Why make the process of getting an EC refund so elusive? What skin is it off them to not do the right thing and refund the proper miles?
I won't attempt to read the exec's mind, but a lot of airline people believe that EU 261 is unfair, and are therefore reluctant to help customers do the legwork. Furthermore, mispeaking (e.g. admitting fault) could be used against them.