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Master thread Air Canada Refunds vs credits; Class action lawsuit filed

Old Dec 10, 20, 7:55 pm
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As of April 13, 2021 (in conjunction with the federal government bailout), AC is providing refunds for flights cancelled due to COVID, which applies to tickets with travel after February 1, 2020, and purchased before April 13, 2021. This includes flights cancelled by customers rather than AC.

Going forward (i.e. tickets purchased on or after April 13, 2021), cancelled flights will be refunded if AC does not offer a re-booking option with departure +/- 3 hours from the original time.

AC refund portal

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Master thread Air Canada Refunds vs credits; Class action lawsuit filed

Old Apr 10, 20, 7:45 pm
  #166  
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Originally Posted by eigenvector
For what it's worth, I think AC pulled a brilliant move by sending out the "confirm your travel plans" emails - they got a huge number of people to cancel voluntarily and likely exclude themselves from benefiting in any future regulatory action on involuntary cancellations. I bet the US3 wish they had thought of that before April 3.
To be fair and accurate, both AA and DL are refunding as per their respective policies prior to COVID-19 (schedule change of 60 minutes and 90 minutes respectively). They never played games like UA.

AA has issued new notice that for tickets issued on/after April 8 2020, schedule change needs to be >4 hours. Tickets issued prior to April 8 are still eligible for refund on changes > 60 minutes. None of this retroactive change UA put in place.
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Old Apr 10, 20, 9:23 pm
  #167  
 
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Originally Posted by ABG
at least you have stopped suggesting the Class Action Lawsuit as the salvation for people hoping for refunds over credits
I'm not saying class action lawsuits are the only way to get a refund.

Any recourse that can help get a rightful refund is good in my book: contacting politicians, journalists and airline executives, petitions, social media, chargebacks, small claims courts, as well as class action lawsuits.

Last edited by hoipolloi; Apr 10, 20 at 10:55 pm
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Old Apr 10, 20, 9:33 pm
  #168  
 
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Originally Posted by eigenvector
For what it's worth, I think AC pulled a brilliant move by sending out the "confirm your travel plans" emails - they got a huge number of people to cancel voluntarily and likely exclude themselves from benefiting in any future regulatory action on involuntary cancellations. I bet the US3 wish they had thought of that before April 3.
I wonder what AC would do if pushed to the corner about refunding. Could they maintain flights as scheduled even though they know full well they will be cancelled, as a ruse to get most people to cancel first or no show, and only cancel the flights 1 hour before departure ?

EDIT: More media coverage:
La Presse: Avant de voler au secours de lindustrie du voyage
Global News: Canadian air travellers angry at federal government for not ordering refunds
Global News: Coronavirus: Travel companies not issuing refunds

Last edited by hoipolloi; Apr 11, 20 at 8:27 am
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Old Apr 17, 20, 11:40 am
  #169  
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So a short while ago I cancelled my flights, and got a refund less the $500/ticket penalty, because I was told that was the only option other than a credit that expires April 2021 (which was useless to me). Now I see that all cancellations, whether initiated by the customer or by the airline is now valid for 24 months, which I would have been fine with. Any thoughts as to a solution? If I write to AC is there any chance they will give me that $500/ticket as a credit?
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Old Apr 17, 20, 11:58 am
  #170  
 
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Originally Posted by emma69
So a short while ago I cancelled my flights, and got a refund less the $500/ticket penalty, because I was told that was the only option other than a credit that expires April 2021 (which was useless to me). Now I see that all cancellations, whether initiated by the customer or by the airline is now valid for 24 months, which I would have been fine with. Any thoughts as to a solution? If I write to AC is there any chance they will give me that $500/ticket as a credit?
The page says the 24 month credit is for tickets purchased on or after March 1, 2020...does that apply to you?
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Old Apr 17, 20, 2:13 pm
  #171  
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Originally Posted by ChrisA330
The page says the 24 month credit is for tickets purchased on or after March 1, 2020...does that apply to you?
This is the new language on the website, which used to say credit valid until April 2021:

"If you made a flight booking for travel on or after March 1, 2020, and you want to cancel it, you can. The cancellation fee will be waived and you will receive full credit, which you can use towards future travel that must be completed within 24 months of the cancellation date. If you purchased a refundable fare and wish to refund it, a cancellation fee may still apply."

It is not for bookings made on or after March 1, it is the travel that was on or after March 1. It is clumsily worded, but given there is no alternate language for flights booked before March 1 I believe my read of this to be correct. Plus further down in the conditions it reads:

"Tickets must have been purchased directly from Air Canada, Kayak, Google Flights, Skyscanner or through your travel agent for travel on or after March 1, 2020."
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Old Apr 17, 20, 3:11 pm
  #172  
 
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Originally Posted by emma69
This is the new language on the website, which used to say credit valid until April 2021:

"If you made a flight booking for travel on or after March 1, 2020, and you want to cancel it, you can. The cancellation fee will be waived and you will receive full credit, which you can use towards future travel that must be completed within 24 months of the cancellation date. If you purchased a refundable fare and wish to refund it, a cancellation fee may still apply."

It is not for bookings made on or after March 1, it is the travel that was on or after March 1. It is clumsily worded, but given there is no alternate language for flights booked before March 1 I believe my read of this to be correct. Plus further down in the conditions it reads:

"Tickets must have been purchased directly from Air Canada, Kayak, Google Flights, Skyscanner or through your travel agent for travel on or after March 1, 2020."
Yes, you're right...6 weeks of being stuck at home has impacted my reading comprehension!

I don't think there's anyone here that can really say what AC will do. My only recommendation is to write to Customer Relations - but I can't even imagine what their turnaround time is these days.
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Old Apr 17, 20, 3:11 pm
  #173  
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Hi All,

A bit annoyed with AC. i have posted in here previously that i have had an AC flight get cancelled, but i booked through Expedia.
Expedia just called AC to see if they will refund, but the Expedia rep said AC will only give 24-month Credit.

I shared the DOT ruling link with Expedia, but they said there is nothing they can do, as they need the "Refund Waiver Code" from AC.

if i get a hold of AC, will they be able to notate a refund waiver code in the record locator? apparently, Expedia needs to hear it from them on a recorded line, and I'm sure they will get another bad answer when they call back...

i don't have the patience to have Expedia HUCA.

If i cant get AC to provide the code, i think i will just call my CC and do a charge off...

I realize this is a crazy time, but its just not right for AC to play games
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Old Apr 17, 20, 3:16 pm
  #174  
 
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Originally Posted by heelntoe
Hi All,

A bit annoyed with AC. i have posted in here previously that i have had an AC flight get cancelled, but i booked through Expedia.
Expedia just called AC to see if they will refund, but the Expedia rep said AC will only give 24-month Credit.

I shared the DOT ruling link with Expedia, but they said there is nothing they can do, as they need the "Refund Waiver Code" from AC.

if i get a hold of AC, will they be able to notate a refund waiver code in the record locator? apparently, Expedia needs to hear it from them on a recorded line, and I'm sure they will get another bad answer when they call back...

i don't have the patience to have Expedia HUCA.

If i cant get AC to provide the code, i think i will just call my CC and do a charge off...

I realize this is a crazy time, but its just not right for AC to play games
Yes, we know - that's the majority of the discussion in this thread. AC is not offering refunds, unless you have a refundable fare, and you pay the necessary fee if applicable.

They don't seem to care that it's contrary to DOT or EC261 regulations.
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Old Apr 17, 20, 3:37 pm
  #175  
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Originally Posted by ChrisA330
Yes, we know - that's the majority of the discussion in this thread. AC is not offering refunds, unless you have a refundable fare, and you pay the necessary fee if applicable.

They don't seem to care that it's contrary to DOT or EC261 regulations.

Sorry i was venting! just a long day with an Expedia chat box.....
is the consensus then to just charge off with Credit Card?
at the end of the day, arnt they legally obligated to provide a refund, given DOT ruling? Maybe they answer the door when Chase Bank knocks?

I'm not even going to bother asking about what to do with paid seat selection.....
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Old Apr 17, 20, 3:42 pm
  #176  
 
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Originally Posted by heelntoe
Sorry i was venting! just a long day with an Expedia chat box.....
is the consensus then to just charge off with Credit Card?
at the end of the day, arnt they legally obligated to provide a refund, given DOT ruling? Maybe they answer the door when Chase Bank knocks?

I'm not even going to bother asking about what to do with paid seat selection.....
You have two options - DOT complaint, or a chargeback.

People have reported getting their paid seat selection refunded if they cancel (which you aren't - since you're looking at a chargeback).
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Old Apr 17, 20, 3:51 pm
  #177  
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Originally Posted by ChrisA330
You have two options - DOT complaint, or a chargeback.

People have reported getting their paid seat selection refunded if they cancel (which you aren't - since you're looking at a chargeback).
Thank you for the info. Much appreciated.

my last question is that my return flight on 6/1 is still scheduled.
Is AC offering waived changed fees? can i cancel for credit to use in 24months? or am i stuck with the flight until (if) they cancel?

Again, thank you for your help!
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Old Apr 17, 20, 5:08 pm
  #178  
 
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Originally Posted by heelntoe
Thank you for the info. Much appreciated.

my last question is that my return flight on 6/1 is still scheduled.
Is AC offering waived changed fees? can i cancel for credit to use in 24months? or am i stuck with the flight until (if) they cancel?

Again, thank you for your help!
https://www.aircanada.com/ca/en/aco/.../covid-19.html
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Old Apr 17, 20, 6:42 pm
  #179  
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Originally Posted by ChrisA330
You have two options - DOT complaint, or a chargeback.

People have reported getting their paid seat selection refunded if they cancel (which you aren't - since you're looking at a chargeback).
It's not an OR. It's an AND. DoT compliant will help with the chargeback. Airlines like AC are operating a "let's see how many customers we can fool because they don't know their rights" model. While they may be publicly saying voucher only, those with a DoT compliant would be treated differently away from public eye. A DoT compliant associated with a chargeback may help loosen the purse strings.
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Old Apr 17, 20, 8:49 pm
  #180  
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Originally Posted by seawolf
It's not an OR. It's an AND. DoT compliant will help with the chargeback. Airlines like AC are operating a "let's see how many customers we can fool because they don't know their rights" model. While they may be publicly saying voucher only, those with a DoT compliant would be treated differently away from public eye. A DoT compliant associated with a chargeback may help loosen the purse strings.
Actually it is an "or". "And" means you have to do both.

Personally, I'd start with the DOT, because AC will have to respond to them and you. And if they're actually in violation of DOT rules (and they very clearly are), that's a fight you're better off staying out of.
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