Originally Posted by NZZO

Unfortunately I was overly optimistic and probably naïve when I thought that my refund issue was resolved back in May. I have been exchanging correspondence with CO since then culminating in the email below (received yesterday - 2 months down the track).
This certainly does not satisfy me and is not in keeping with what I have been told thus far. Basically everyone I have spoken to and/or corresponded with has said a refund would be forthcoming – it was just taking a while to process as it was an offshore purchase and needed to be actioned in Guam. The fact I booked through Expedia was dismissed as not important by the initial agent who accepted the claim.

I have continually pointed out to CO that:
• The original telephone agent in the Refunds Department unequivocally accepted that a refund was warranted due to a flight cancellation/schedule change that made the travel I had booked unusable. She then proceeded to cancel my booking (my first mistake after using Expedia).
• I only authorised the cancellation of the reservation on the basis that a refund would be forthcoming.
• I do not wish to reopen this booking as based on the fact that CO cancelled my reservation, and said a refund would be forthcoming, I have booked alternative travel (probably my second mistake – a UA codeshare on CO metal).
• Various other correspondence with CO representatives indicates that multiple agents consider a refund is warranted in my circumstances.
• From my perspective as soon as the reservation was cancelled by Continental’s agent Continental had accepted the validity of my claim and a refund is therefore now due. As such, I do not expect to continually have to re-litigate this matter and enter into any further discussion regarding whether a refund is due or not.

I have reluctantly said that if it is the only way to resolve this I will accept the refund as a credit to use for future travel on CO although I do not believe that I should have to accept anything other than a refund to my credit card as this all results from a flight cancellation.

I’m at a loss regarding what I can do next except keep trying to talk/correspond directly with a supervisor or manager. Luckily I did find a very helpful frontline agent who has replied to every email I have sent and has been very helpful, although she is not in a position to sign off on this.

My initially very positive view of CO is fast deteriorating.

Originally Posted by Bonehead

I think that if you have a legitimate case, the airline will do the right thing. That's what keeps me flying CO.

Originally Posted by channa

I think they did right by you. They've done right by me at times, they've also left me hanging at times.

I got a nice one for you that I'll only tell FTers over a beer. It involves CO refusing to reroute a connecting point and what happened as a result. And if we meet in the RCC, drink chits are on me.