Hello all. First time FT post here. I've learned a lot by reading posts on this forum so I want to share some information I've gathered about getting a refund from Icelandair.
My Saga Class tickets originally booked Jan. 12, 2020 for travel March 26, 2020 were cancelled by Icelandair on Mar. 22. I was rebooked on an flight one day earlier but only for the first leg meaning my wife and I would have to find accommodations in Iceland for an extra day. Needless to say with that change and the whole pandemic thing going on I elected to receive a refund. Two weeks after asking for that refund I still had not heard a thing from Icelandair so I contacted them on the phone. I was informed that due to the circumstances the refunds were taking longer than usual and to expect processing to be anywhere from 2 to 4 weeks. I waited another two weeks and called again. This time I'm told 6-8 weeks. I call back at the 6 week mark and am given the same line, '6-8 weeks for processing'. I call after 8 weeks and guess what...'8-12 weeks for processing'.
Obviously at this point I'm concerned I'm never going to see my refund. I initiated chargeback proceedings with my credit card but at the same time I dug deeper into my options under EU regulations. I found this site - [xttps]://europa[dot]eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm. This led me to the list of national regulators. [xttps]://ec[dot]europa[dot]eu/transport/sites/transport/files/2004_261_national_enforcement_bodies.pdf
I then contacted [xttps]://www[dot]icetra[dot]is/, the Icelandic Transportation Authority (found on the list above). They have a section on passenger rights I found very informative. I ended up contacting them via email to which they replied by sending me a link I could use to submit a complaint which they would investigate - [xttps]://eydublod[dot]samgongustofa[dot]is/12636092677931202378
The day after I submitted the form they replied saying they would investigate. That was June 3. On June 5th I received an email from Icelandair saying my refund had been processed! Then, on June 8 the regulating body even followed up with me to confirm the refund. I've told them I'm waiting to see it returned to my CC but I did get an email from Icelandair which significantly more progress than I was getting by dealing with them directly.
So to anyone that's having a problem with Icelandair getting their refund processed I highly recommend putting in a formal complaint if you're still waiting after 8 weeks. I think I read somewhere that it has to have been at least 2 months before they'll intervene. Anyone having issues with other EU airlines you should try contacting the regulating bodies for that country.
Good luck to all!
P.S. Sorry for the obfuscated links but I'm not allowed to post links yet...
