AS Online Cancellation still charging a fee
Mar 25, 2020, 7:08 pm
#1
Original Poster
Join Date: Mar 2020
Programs: AS
Posts: 2
AS Online Cancellation still charging a fee
I am attempting to cancel and up coming trip in April due to the Covid-19 outbreak. But notice that the cancellation fees are still being charged for the fares? Anybody else experienced the same thing and saw a charge when they attempted to cancel an upcoming trip via online?
For the details: I purchased two mixed-cabin round trip fares back on Jan 20th for a trip on April 23rd. I used 70,000 miles to pay for the trip minus any tax and fee charges. For the refund, I selected to have the miles redeposited back into my account. But notice the alleged waived cancellation fee is still showing up as a $250 charge for the two tickets. Is this something I should call into customer support to correct or trust Alaska's online cancellation process?
Mar 25, 2020, 7:25 pm
#2
Join Date: Jan 2020
Location: Eastern Shore of Lake Michigan; Formerly SEA
Programs: AS MVPG | oneworld Sapphire
Posts: 578
I would call. I've canceled several flights in the last 48 hours and the website has always shown me that no fee would be charged.
None of them were mixed-cabin on miles, and I don't know of any policy exception that would encompass that, but I'd wager on a code bug over a policy exception at this point. Give'em a call.
None of them were mixed-cabin on miles, and I don't know of any policy exception that would encompass that, but I'd wager on a code bug over a policy exception at this point. Give'em a call.
Mar 25, 2020, 7:56 pm
#3
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Guidance is here:
The "Please Don't Call Reservations" Master Thread
AS is asking to not call unless travel is within 72 hours of departure. I'd avoid calling until then. Also, by then, the online systems might be fixed, and will allow a fee-free cancellation.
The "Please Don't Call Reservations" Master Thread
AS is asking to not call unless travel is within 72 hours of departure. I'd avoid calling until then. Also, by then, the online systems might be fixed, and will allow a fee-free cancellation.
Mar 25, 2020, 8:01 pm
#4
Original Poster
Join Date: Mar 2020
Programs: AS
Posts: 2
Thank you TheStrangerIN29K,
I called into AS customer service and my rep was able to take care of it quickly. She "Hana" indicated that they were experiencing many issues with the mileage tickets and the no cancellation fee waiver via the online process was not working properly. Nonetheless, I was in and out in under a minute. Very impressed with Alaska's customer service.
I called into AS customer service and my rep was able to take care of it quickly. She "Hana" indicated that they were experiencing many issues with the mileage tickets and the no cancellation fee waiver via the online process was not working properly. Nonetheless, I was in and out in under a minute. Very impressed with Alaska's customer service.
Mar 25, 2020, 8:08 pm
#5
Join Date: Jan 2020
Location: Eastern Shore of Lake Michigan; Formerly SEA
Programs: AS MVPG | oneworld Sapphire
Posts: 578
Guidance is here:
The "Please Don't Call Reservations" Master Thread
AS is asking to not call unless travel is within 72 hours of departure. I'd avoid calling until then. Also, by then, the online systems might be fixed, and will allow a fee-free cancellation.
The "Please Don't Call Reservations" Master Thread
AS is asking to not call unless travel is within 72 hours of departure. I'd avoid calling until then. Also, by then, the online systems might be fixed, and will allow a fee-free cancellation.
Mar 26, 2020, 2:30 pm
#6
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,719
Thank you TheStrangerIN29K,
I called into AS customer service and my rep was able to take care of it quickly. She "Hana" indicated that they were experiencing many issues with the mileage tickets and the no cancellation fee waiver via the online process was not working properly.
I called into AS customer service and my rep was able to take care of it quickly. She "Hana" indicated that they were experiencing many issues with the mileage tickets and the no cancellation fee waiver via the online process was not working properly.
Mar 26, 2020, 6:30 pm
#7
Join Date: Sep 2012
Location: IAD/DCA
Programs: Bunch of mid-tiers
Posts: 1,034
Tried to cancel mileage tickets (booked mid-March, flights next week) online and it wanted to charge the re-deposit fee. I called in to see how long the wait was, chose callback, and got called back in maybe 15 seconds. Agent cancelled and re-deposited miles with no fee. Quick and efficient. I had thought about changing but couldn’t get the date locked, so refund worked best.
Tip - when I called, the reason I gave at the voice prompt was “flight change.” The system told me callback in 1-3 minutes. My wife tried to call a few minutes later but gave the reason as “flight cancel” and it told her ~30 minute wait.
Tip - when I called, the reason I gave at the voice prompt was “flight change.” The system told me callback in 1-3 minutes. My wife tried to call a few minutes later but gave the reason as “flight cancel” and it told her ~30 minute wait.
Mar 26, 2020, 6:38 pm
#8
Join Date: Jul 2015
Location: San Francisco
Programs: UA MM Plat, UA 1MM, Hilton Lifetime Gold, Marriott Gold, Hertz Gold, CLEAR, AS MVP Gold
Posts: 3,620
Customer service was pretty good but had some glitches over the past several weeks. I did get hit with a couple of $125 change fees for changing one flight twice and the second was for a similar deal. I also was going to get hit with another change fee but huca'ed and second agent let it go. My Wallet is now stuffed with cash so I only hope AS can stay afloat, I am optimistic they will fwiw.
Mar 26, 2020, 8:14 pm
#9
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Tried to cancel mileage tickets (booked mid-March, flights next week) online and it wanted to charge the re-deposit fee. I called in to see how long the wait was, chose callback, and got called back in maybe 15 seconds. Agent cancelled and re-deposited miles with no fee. Quick and efficient. I had thought about changing but couldn’t get the date locked, so refund worked best.
Tip - when I called, the reason I gave at the voice prompt was “flight change.” The system told me callback in 1-3 minutes. My wife tried to call a few minutes later but gave the reason as “flight cancel” and it told her ~30 minute wait.
Tip - when I called, the reason I gave at the voice prompt was “flight change.” The system told me callback in 1-3 minutes. My wife tried to call a few minutes later but gave the reason as “flight cancel” and it told her ~30 minute wait.
Mar 27, 2020, 12:53 pm
#10
Join Date: Sep 2012
Location: IAD/DCA
Programs: Bunch of mid-tiers
Posts: 1,034