I recently canceled a Comfort fare booking (domestic so refundable). The charges to the credit card were back on the account within 72 hours. A week later, the Air Canada GiftGard that was partly used has not yet been restored. I've found that takes the balance of a month.

I refunded a comfort fare last Saturday to my Canadian amex card, I checked my amex app last night (Wednesday) and the refund had posted.

Intl B fare cancelled May 8 (Monday). Refund posted to credit card on May 10 (Wednesday).

It's always between 48 and 96 hours

Refund not processed after > 2 months… anything I can do?
 

Hi,

I booked a YUL - YYZ round trip with a refundable fare on May 25th for June 8th-9th.

I cancelled the fare the same day as I realized Inhad messed up the dates and received the traditional confirmation e-mail “Your booking has been cancelled, please allow a minimum of three weeks… you’ll receive an e-mail confirmation once it’s been processed…”

One June 8th and 9th, I received e-mail telling me to check-in. Obviously the PNR didn’t work anymore but I still found it weird.

On June 28th, I still hadn’t received a refund or confirmation e-mail so I used a form on AC website Customer Care section and requested a follow-up.

On July 26th, I finally received an answer saying “Sorry, it wasn’t processed, I’ll put in a request, please wait another two months.” I asked to escalate and speed things up and haven’t received an answer.

At this point, it’s already been > 2 months since the flight was cancelled and I already find it unacceptable.

What’s my best course of action to NOT wait for my money for another 2 months?

I’m 50k on my way to 75k and the only way I can think of at this point is to open a case with my credit card for the amount which wouldn’t be ideal I assume for my status with AC…

Any thoughts welcome!

I assume that you are 100% that it was charged to your card. Just odd as when I’ve cancelled within 24 hours in the past the charge never even showed up on the card. I would have followed up immediately after the charge appeared if it was cancelled the same day it was made.

You said you have the original email from when it was cancelled, you should ensure you keep that. Oddly later in your post you said you hadn’t received a confirmation email, but I assume you mean after the initial confirmation.

I would have certainly followed up when you got the email to check in. You say that the PNR didn’t work, but you did verify to make sure the trip still didn’t show up in your my bookings?

Also at no point have you called? With time being of the essence starting with the web form probably wasn’t the best course of action.

I would call them and lay out the story and see what they can verify from their end.

Thanks and sorry for any confusion caused by wording on my original message.

Yes, I confirmed the charges showed up on my card!

I received the confirmation my booking was cancelled and I should expect a refund. I’ve never received the second e-mail stating the refund had been processed.

PNR didn’t show in my bookings.

My experience with calling AC for anything isn’t great so I figured I’d use the e-mail route as I’ve gotten better, and less time consuming, results this way. I’ll give them a call and see.

Cheers,

If you paid with a TD credit card, TD likes to backdate AC refunds to the purchase date. I don't know why but I've missed them when they've posted because they were not dated to the current date.

Thanks for the tip, used an Amex though! I’ve taken a look at the original booking date just in case but I really don’t see it. Amex is pretty thorough as well, going as far as displaying the itinerary and ticket number on the statement so there’s no mistaking it!

I'd just call them. If it was a refundable booking that hasn't been refunded, they can process it instantly on the phone.

I agree. Had an issue that was somewhat similar. Complained after 6 weeks. The lead got it done manually with credit appearing less than 24 hrs later. Explanation, “sitting on someone’s desk”.

fyi, Amex has become much less helpful with these sorts of things.

Well, this got sorted out over the phone, not without frustration…

The first agent I spoke to told me “There’s nothing I can do, and even speaking to a supervisor won’t help” so I hung up and called back.

The second agent I spoke had the issue fixed within 10minutes. Didn’t understand what had happened but saw that the refund wasn’t processed and called ticketing who processed the refund on the spot. I didn’t see it on my card yet but I did receive the e-mail confirming it was processed.

Thanks for the pointers everyone!

That pretty much matches my experience. I even had a personal email from the lead the next day assuring me it was done (from his personal email). Great service.