I think that this subject warrants a new thread, but if mods think otherwise, feel free to merge.

I disputed the cost of a series of flights cancelled by Malaysian Airlines at the end of April. Amex put the money back in my account almost immediately but said it may be redebited if Malaysian came up with valid reasons for refusing a refund.

Last week the money was redebited, and a couple of days later I received from Amex copies of Malaysian's submission to them. This was fairly incoherent, but stressed that the ticket was non-refundable, and that I had known that when I purchased the ticket. It also said that the cancellation was due to exceptional circumstances so they were not obliged to issue a refund. Of course I knew the ticket was non-refundable, but that means if I cancelled the ticket there would be no refund. It does not mean that if the airline cancels the ticket they do not have to issue a refund! As well as various, largely spurious, screenshots, one of which purported to show that my ticket was still open, they also included a transcript of my contacts with Malaysian about these flights taken from Amadeus. Most of what they included in their submission does not seem very relevant to the matter at hand, but clearly they believe that if they present enough lines of text and a few screen shots including the words non and refundable they will have made their point.

I have redisputed the charge, this time giving more information, and pointing out that Malaysian had not demonstrated that if they cancelled the ticket they had no liability to refund, and that the voucher they were offering was not of the same value as the cancelled flights, since it could only be used by booking through a call centre, and call centres are not able to access the lowest fare categories, thus the voucher could not be used to re-buy the original flights.

I shall provide an update as and when there are further developments, but it would be good to hear the experience of others in their dispute/chargeback procedures against Malaysian Airlines