CX refund--System always down
#1
Original Poster
Join Date: Jan 2006
Posts: 781
CX refund--System always down
I purchased a ticket in Nov 2018 for an itin from the US to be flown in Feb-Mar 2019. I canceled the booking myself and tried to to use their online refund form. Every time I used it, it said there's a system error. ALso, I called and called for months, and got an agent to answer once. Then, she said then system was down. Calling this airline has almost become a part-time job. I was on hold for than >45 minutes for every single call.
I am fed up and really want to see my refund. In addition to filing a complaint to CX, I want to file complaint to DOT and a lawsuit. I am thinking that CX probably doesn't care about the DOT, but the lawsuit.
Which is the legal entity that has to be served for a lawsuit?
I had a similar issue with CX about 12 years ago. The agents kept saying that the refund was processed, but later admitted that they credited the wrong account. It took me almost 8 months.
What was your experience in a similar situation with CX?
I am fed up and really want to see my refund. In addition to filing a complaint to CX, I want to file complaint to DOT and a lawsuit. I am thinking that CX probably doesn't care about the DOT, but the lawsuit.
Which is the legal entity that has to be served for a lawsuit?
I had a similar issue with CX about 12 years ago. The agents kept saying that the refund was processed, but later admitted that they credited the wrong account. It took me almost 8 months.
What was your experience in a similar situation with CX?
#5
Join Date: Jun 2000
Location: Oxford, UK
Posts: 93
CX701
I was booked on CX701 HKG-BBK (Business) . I was connecting from London on BA 31.
I eventually got re-routed on TK639, got in 3hrs late. Spent over 2hrs at transfer desk waiting for TG to find my bags and issue boarding pass.
Can I claim compensation
I eventually got re-routed on TK639, got in 3hrs late. Spent over 2hrs at transfer desk waiting for TG to find my bags and issue boarding pass.
Can I claim compensation
#6
Join Date: Aug 2017
Location: New York, NY - USA
Programs: CX Diamond (DM)
Posts: 343
Topic drifting a little bit, but I'll bite: Were you connecting via the same itinerary as your flight from London or is it a separate booking?
#8
Join Date: Aug 2017
Location: New York, NY - USA
Programs: CX Diamond (DM)
Posts: 343
If you were delayed at your destination by 3 hours or more, then it seems like you would be due compensation under EU Flight Compensation Regulation 261/2004... start by contact your booking agent and reading the treaty I guess? Idk.
#9
Original Poster
Join Date: Jan 2006
Posts: 781
I called their HK number and asked for English CS. I was put on hold for 45-60 min each time. After then, I just hung up. CX thinks this is their strategy to avoid issuing a refund...maybe...
#10
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,755
#11
Original Poster
Join Date: Jan 2006
Posts: 781
#12
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
OP - Was this a refundable fare basis?
If so, why haven't you simply initiated a chargeback through your credit card issuer (bank(? This should all have taken 5 minutes:
1. Call and ask.
2. Wait 3-4 days.
3. Initiate chargeback
4, See credit appear on your statement.
Depending on your issuer / bank this may still be available to you. Legally, you only have 60 days and you have let that run. But, some issuers permit more.
As a general matter, this is faster & more effective than a lawsuit because it takes less time and the funds are yours sooner.
If so, why haven't you simply initiated a chargeback through your credit card issuer (bank(? This should all have taken 5 minutes:
1. Call and ask.
2. Wait 3-4 days.
3. Initiate chargeback
4, See credit appear on your statement.
Depending on your issuer / bank this may still be available to you. Legally, you only have 60 days and you have let that run. But, some issuers permit more.
As a general matter, this is faster & more effective than a lawsuit because it takes less time and the funds are yours sooner.
#13
Original Poster
Join Date: Jan 2006
Posts: 781
#14
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,803
OP - Was this a refundable fare basis?
If so, why haven't you simply initiated a chargeback through your credit card issuer (bank(? This should all have taken 5 minutes:
1. Call and ask.
2. Wait 3-4 days.
3. Initiate chargeback
4, See credit appear on your statement.
Depending on your issuer / bank this may still be available to you. Legally, you only have 60 days and you have let that run. But, some issuers permit more.
As a general matter, this is faster & more effective than a lawsuit because it takes less time and the funds are yours sooner.
If so, why haven't you simply initiated a chargeback through your credit card issuer (bank(? This should all have taken 5 minutes:
1. Call and ask.
2. Wait 3-4 days.
3. Initiate chargeback
4, See credit appear on your statement.
Depending on your issuer / bank this may still be available to you. Legally, you only have 60 days and you have let that run. But, some issuers permit more.
As a general matter, this is faster & more effective than a lawsuit because it takes less time and the funds are yours sooner.
#15
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Hong Kong, France
Programs: FB , BA Gold
Posts: 15,564
It is hard to understand what happened. First, you probably mean TG639 not TK639. Second, it is hard to understand what happened and where. If it is BA31 that flew in 3 hours late and this was on a single ticket issued by BA,, BA should have been waiting for you at the door with BP and arranged the bag transfer. Apparently they sent you to the transfer desk instead.
In any case, this has nothing to do with CX but only BA. As mentioned above, you should claim EC261 compensation from BA