nologic

Delta cancelled a flight due to weather and says I can't get a refund for my first class otherwise non-refundable $950 transcon ticket??? Never heard of such a thing.

LoganFlyer

How are you trying to get the refund? The on-line system doesn't always get this right, but a phone call should take care of it. If the first agent says no, call again.

Adam1222

You'll need to provide more information about what you mean that "Delta" "says [you] can't get a refund." If, as suggested by the above response, you simply can't get it automatically online, that is different than a person telling you that.

nologic

I tried to get my refunds by calling in immediately after the cancellation and the agent said “you cannot get a refund due to the weather because it’s not our responsibility and you have a nonrefundable ticket.” I was upset and said I didn’t agree with that, but there was nothing I could do with this agent so that call ended unsatisfactorily.

Later that day or the next day, I called in and I spoke to someone else and complained that I didn’t think this was fair and that agent said she would process the refund requests, and that occurred for my companion on my PNR, and the two kids on another PNR… But not for me.

Fast forward two weeks and the refunds were processed and credited for three out of the four people… So today, I called in to inquire about my refund and this agent read the notes out loud to me, which were entered by the first agent that said “passenger advised not entitled to refund due to weather cancellation.” (Meanwhile, I also never received an e-credit). In response, I said that while that agent did say that, I did not accept it and I didn’t think she was properly interpreting the policy, and I that I had called back spoken to a different agent, who indeed did process three out of four of the refunds, just not my refund.

This agent, then confirmed that nothing has been done in terms of a refund for my ticket, and she said she would submit a refund request, which is now pending. But she added this is now out of her control, and is subject to review by the refund review team (up to approx 7 business days) and may or may not ultimately be processed.

At least, now on the Delta refund website, it actually shows the ticket refund request exists and the status says pending, where, until today, there was no record of any refund or refund request.

So, at this point, I am hopeful, but worried…Especially given the original agent’s comments in the record that she advised me that no refund would occur because of a cancellation due to weather out of Delta’s control.

ijgordon

Are you new here? Of course you can get a refund.

KDCAflyer

Email Delta and threaten to file a DOT complaint.

They'll process the refund.

rylan

First agent was so wrong they should not be an agent at DL any longer. If the DL cancels your flight for any reason, you are entitled to a either refund or rebooking if the alternate options are acceptable to you.

guv1976

OP:

Here's the U.S. DOT regulation for refunds on cancelled flights:

"Am I Entitled to a Refund?


"In the following situations, consumers are entitled to a refund of the ticket price and/or associated fees.


"Cancelled Flight – A consumer is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the consumer chooses not to travel."

Source:

https://www.transportation.gov/indiv...ection/refunds

mbluecpa

This is one time that an agent documenting a denial in the record is beneficial. Hopefully he/she can get some refresher training.

nologic

Thank you!

xliioper

Just to be clear, did DL rebook you on another carrier or did DL book you on alternate DL flights? You are certainly entitled to a refund if you rebook on another carrier on your own or simply don't take the trip. But if DL rebooks you on another carrier or other DL flights, you would not be eligible for refund. Ultimately, agents can interpret policy wrong and it's best not to get in an argument with them as they can add a notation to the record. If they tell you no, the best choice is generally to simply say "Thanks", hang up, and then call again.

nologic

No rebooking. No flights avail for days.

Kacee

I'd just skip straight to the DOT complaint. OP has tried with DL several times already. The DOT webform complaint is very easy: https://airconsumer.dot.gov/escompla...nsumerForm.cfm

1120

Agreed on going straight to DOT. I had a similar situation a few years ago with UA with a refundable ticket. UA jerked me around on getting a refund and the DOT complaint saved the day.

guv1976

I disagree. Although DL did not handle this properly, it now appears that things are on track for the OP to receive the final refund to which he is entitled. I would give DL the seven business days they said might be needed to review the refund request before investing the time and effort to prepare a DOT complaint. If the OP does not get the last refund within a couple of weeks, there will be time enough then to file a DOT complaint.