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Old May 7, 20, 6:48 am
A FlyerTalk Posting Legend
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 48,052
For those who have already booked and who have a situation where the flight they booked is not operating, do not give up if you are issued a credit by UA. The April 3, DOT Enforcement Warning to carriers is manifestly clear that if the flight is cancelled OR there is a significant change, a refund is due. People who want a refund absolutely ought to both file a DOT complaint and also initiate a chargeback with their credit card issuer (bank).

DOT does not enforce individual consumer complaints, but it does require carriers to answer the complaint and it does track what they say. Your complaint should make clear that your flight was cancelled (if it does not operate, it is cancelled), that you exercised your right under DOT rules as most recently made clear (April 3 letter) and were denied.

Your chargeback should include a copy of your e-ticket receipt, a screenshot showing the absence of the flight (or a cancellation if there is one), your request for a refund, and the UA response (or a note that your received one) or that you were issued a credit and did not want one.

"Carriers have a longstanding obligation to provide a prompt refund to a ticketed passenger when the carrier cancels the passenger’s flight or makes a significant change in the flight schedule and the passenger chooses not to accept the alternative offered by the carrier."

UA may well back down and issue a refund or it may choose to fight DOT should DOT pursue the matter. But, if you do not pursue your claims, you are stuck.
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