Delta: Refund/Mileage Redeposit/Cancellation/Rebooking During COVID19
Oct 7, 2020, 5:34 pm
#1876
Join Date: Jul 2003
Location: Atlanta
Posts: 5,181
Booked an award ticket in the beginning of June. Due to flight cancelations (the reservation was changed for different days, yet those flights were cancelled as well) , DL canceled reservation in the beginning of August. Miles were refunded right away, but the tax part is still not. Called multiple times, got responses from "that department doesn`t know where to put the funds because it was even exchange from the initial charge, and they don`t see the original credit card" to being yelled (literally!). Also a couple of nice reps told me that they asked supervisors to push it for faster refund within 7 days - yet it`s been at least 3 weeks already.
Paid four months ago, Delta cancelled over two months ago. Seems like dead end.
Paid four months ago, Delta cancelled over two months ago. Seems like dead end.
Oct 7, 2020, 5:41 pm
#1877
Join Date: Dec 2013
Posts: 256
How long did you have to wait? Most reps were escalating this issue to supervisors, I called more than a dozen times, an hour hold on average - sometimes two hours - before getting connected and while the reps were researching - still nothing is solved.
Oct 7, 2020, 5:44 pm
#1878
Join Date: Apr 2015
Location: RDU
Programs: DL DM
Posts: 179
Happened to me for >10 award tickets I cancelled during the last 6 months. The ticket in DL system is technically not cancelled, instead it is “suspended”. It will remain in that limbo forever unless someone takes manual intervention. I’ve also been told to wait for the system to process it eventually. Out of curiosity, I wait once just to see what would happen. Nothing happened after two months. So I called in again and told the agent how to get it done correctly: It has to be done by the Skymiles department. They need to get someone in that department to manually push the tax refund through. It worked every time
Oct 7, 2020, 5:55 pm
#1879
Join Date: Dec 2013
Posts: 256
Happened to me for >10 award tickets I cancelled during the last 6 months. The ticket in DL system is technically not cancelled, instead it is “suspended”. It will remain in that limbo forever unless someone takes manual intervention. I’ve also been told to wait for the system to process it eventually. Out of curiosity, I wait once just to see what would happen. Nothing happened after two months. So I called in again and told the agent how to get it done correctly: It has to be done by the Skymiles department. They need to get someone in that department to manually push the tax refund through. It worked every time
Oct 7, 2020, 5:56 pm
#1880
Join Date: Dec 2013
Posts: 256
Happened to me for >10 award tickets I cancelled during the last 6 months. The ticket in DL system is technically not cancelled, instead it is “suspended”. It will remain in that limbo forever unless someone takes manual intervention. I’ve also been told to wait for the system to process it eventually. Out of curiosity, I wait once just to see what would happen. Nothing happened after two months. So I called in again and told the agent how to get it done correctly: It has to be done by the Skymiles department. They need to get someone in that department to manually push the tax refund through. It worked every time
Oct 7, 2020, 6:35 pm
#1881
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
For taxes/fees, they go to the government when ticket is issued. DL keeps nothing even if it never refunds the ticket. This is why on paid tickets that expired you couldn't get a refund of them. You only get a refund of government taxes and government fees if the ticket itself is refunded. For the vast majority anyway, there are some fees in some countries that can be refunded even if ticket isn't.
Oct 7, 2020, 6:37 pm
#1882
Join Date: Apr 2015
Location: RDU
Programs: DL DM
Posts: 179
Just ask them to check whether the ticket is “suspended” or not. If yes, tell the phone agent to get help from the Skymiles department. This is an award ticket issue, therefore whatever the culprit is seems only fixable by the Skymiles department.
Oct 7, 2020, 7:30 pm
#1883
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Don't waste a second more on this. Initiate a chargeback with your credit card issuer (bank).
DOT rules require that when a carrier cancels a flight, you are due a refund and that refund must be initiated within 7 days of your request. On the 8th day, file a chargeback. Make certain that you properly document your chargeback with a copy of the cancellation notice and the date (or screen shot) of your refund request.
It is not your job to tell DL how to do its job and it is not your job to make repeated calls.
You will likely have a temporary credit within 1-2 business days and that will become final in short order.
This, by the way, is true for both cash & redemption tickets.
DOT rules require that when a carrier cancels a flight, you are due a refund and that refund must be initiated within 7 days of your request. On the 8th day, file a chargeback. Make certain that you properly document your chargeback with a copy of the cancellation notice and the date (or screen shot) of your refund request.
It is not your job to tell DL how to do its job and it is not your job to make repeated calls.
You will likely have a temporary credit within 1-2 business days and that will become final in short order.
This, by the way, is true for both cash & redemption tickets.
Oct 7, 2020, 7:52 pm
#1884
Join Date: Dec 2013
Posts: 256
Don't waste a second more on this. Initiate a chargeback with your credit card issuer (bank).
DOT rules require that when a carrier cancels a flight, you are due a refund and that refund must be initiated within 7 days of your request. On the 8th day, file a chargeback. Make certain that you properly document your chargeback with a copy of the cancellation notice and the date (or screen shot) of your refund request.
It is not your job to tell DL how to do its job and it is not your job to make repeated calls.
You will likely have a temporary credit within 1-2 business days and that will become final in short order.
This, by the way, is true for both cash & redemption tickets.
DOT rules require that when a carrier cancels a flight, you are due a refund and that refund must be initiated within 7 days of your request. On the 8th day, file a chargeback. Make certain that you properly document your chargeback with a copy of the cancellation notice and the date (or screen shot) of your refund request.
It is not your job to tell DL how to do its job and it is not your job to make repeated calls.
You will likely have a temporary credit within 1-2 business days and that will become final in short order.
This, by the way, is true for both cash & redemption tickets.
Oct 7, 2020, 11:47 pm
#1885
Join Date: Jul 2009
Location: IAH
Programs: Delta Platinum & 2MM, Marriott Lifetime TIT, Hertz Pres Club, IHG Gold, *A Gold
Posts: 1,253
I've had two award tickets canceled by Delta in the past two months. Neither miles nor taxes were refunded without me calling to ask them to do it. Once I called, the redeposit and refunds were issued promptly. Why did I have to call???
Oct 8, 2020, 4:16 am
#1886
Join Date: Jul 2003
Location: Atlanta
Posts: 5,181
Don't waste a second more on this. Initiate a chargeback with your credit card issuer (bank).
DOT rules require that when a carrier cancels a flight, you are due a refund and that refund must be initiated within 7 days of your request. On the 8th day, file a chargeback. Make certain that you properly document your chargeback with a copy of the cancellation notice and the date (or screen shot) of your refund request.
It is not your job to tell DL how to do its job and it is not your job to make repeated calls.
You will likely have a temporary credit within 1-2 business days and that will become final in short order.
This, by the way, is true for both cash & redemption tickets.
DOT rules require that when a carrier cancels a flight, you are due a refund and that refund must be initiated within 7 days of your request. On the 8th day, file a chargeback. Make certain that you properly document your chargeback with a copy of the cancellation notice and the date (or screen shot) of your refund request.
It is not your job to tell DL how to do its job and it is not your job to make repeated calls.
You will likely have a temporary credit within 1-2 business days and that will become final in short order.
This, by the way, is true for both cash & redemption tickets.
Oct 8, 2020, 7:20 am
#1887
Join Date: Feb 2012
Location: STL
Programs: DL DM; HH gold
Posts: 554
Four months is not atypical at the moment - that is what it took for my refunds (cash portion) to come back. Since then still have had to call twice to have them get the voucher portion reinstated (we actually want to use them to book new travel). This morning finally got an email (with an apology) that they are being reinstated, almost 5 months after initial cancellation.
Oct 8, 2020, 10:32 am
#1888
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
US law requires DL to have initiated the refund within 7 days of the request. When it is not done, both a chargeback and a DOT complaint are absolutely in order.
There will be no adverse consequence to the passenger for exercising his specific statutory rights (to a chargeback) and regulatory right (to a refund).
Oct 8, 2020, 11:05 am
#1889
Original Member and FlyerTalk Evangelist
Join Date: May 1998
Location: Kansas City, MO, USA
Programs: DL PM/MM, AA ExPlat, Hyatt Glob, HH Dia, National ECE, Hertz PC
Posts: 16,579
Delta cancelled our flights for a trip to SXM, I called in and asked for a refund and they said it was being processing around August 24th or so. I noticed that the ticket is sitting as an Ecredit in my account, does this mean they didn't do it correctly or is that possibly an intermediate step before they get around to the actual refund?
Oct 8, 2020, 12:32 pm
#1890
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
Delta cancelled our flights for a trip to SXM, I called in and asked for a refund and they said it was being processing around August 24th or so. I noticed that the ticket is sitting as an Ecredit in my account, does this mean they didn't do it correctly or is that possibly an intermediate step before they get around to the actual refund?