dhuey

If airlines made a firm commitment to process refunds within 28 days, that would be one thing -- even though 28 days is 21 more than EU law requires. But that's not what we're seeing. More typical is easyJet's "don't pester us for 90 days" (my interpretation) bit. I have some sympathy for airlines trying to survive, but not that much sympathy. At some point your credit card issuer will reject a disputed charge on the ground that you waited too long, so this isn't just a matter of being patient for the return of your money. It might determine whether you ever get your money back at all.

warakorn

Yes, I agree with you. Many airlines hope that a fraction of affected passengers will forget about it.

WilcoRoger

All the more reasons to decline any vouchers offered and demand cash refund. What good is a voucher of a bankrupt airline? Think airberlin - would you be happy holding €€€€ in their vouchers?

lehovec

This is my experience of dealing with easyJet. I had over 15 bookings cancelled most of which I was happy to move to other dates as I personally think they are quite generous in allowing (if the flight was cancelled) to change your booking to any destination and any date with no additional cost at all (not even fare difference).

3 flights I asked for refund:
1) online refund button was still available so clicked that and got my money back within 3 days
2) no online refund button, made my way through the labyrinth of links to find the refund form, submitted, received "do bot bother us" email. 10 days ago I went into the booking again (which should still be available, not through manage my account but through manage my booking - without login in) and voila refund button was there again, clicked onto it, money in the account within two days ago.
3) called their call center, managed to get through quite quickly (well 35 minutes) and the agent arranged refund which was in my account in about 10 days.

So if you asked for the refund via the form and still waiting for your money, try step 2, worked for me. Good luck.

wingnuthead

All true, and its unfortunate that we are all suspicious of airline management behavior these days after years of their generally terrible behavior.

Yes, the whole voucher thing really turned into somewhat of a joke, not just in the EU, but also in the US. It really showed that the airlines draconian accumulated policies over the past decades around refunds/fees/penalties really created serious trust issues with their customers, without whom, the airlines simply wouldn't exist, which is exactly what we're seeing with the whole covid driven demand vanishing.....

I actually wonder if there will be any long term positive benefit to the actual customers, or will the airlines simply go back to their arrogant ways of dealing with their customers money and time.

On another note though, all my EZ flights have now been cancelled. So applied for refunds for all. Will absolutely do as dhuey did, and give them a bit of time, but then will contact Chase for refunds. Funny too, as badly maligned as Norwegian gets here on flyertalk, I found their entire customer experience dealing with the whole covid thing to be simple, straightforward and clear. EZ did seem to go out of their way to make refunds hard to find and obtuse to chase down.

WilcoRoger

Just for the heck of it I checked and no luck of any kind. After plugging in name and booking number -> "Your details are invalid" So it seems they scrubbed the whole booking from their system.

DYKWIA

I think that was reported before. If you've started a chargeback, then they delete your booking. Saying that, my booking is still showing.

wingnuthead

I just tried this also, and no joy here either. I actually tried going in through a different browser also, and it automatically logged me in when I put in my booking number and name, so back to the exact same "Manage Disruption" option.

Travelling Inspector

Not directly related to refund - though I'm still waiting, 35 days after requesting it online - but I also had the recent confirmation that my booking details had been compromised in the data breach. As my flight was one way from Italy, it's not surprising that I've started having phishing emails from scammers masquerading as Italian banks wanting me to 'confirm' my details. As all they include is my email address (they should know my name too but don't use it), these are easy to spot - but confusing as I'm also awaiting refunds from Trenitalia and a ferry company.

aapee

One datapoint: my flight got cancelled and I requested a refund on 17.3. Got the first confirmation email of the request. Got another confirmation mail on 28.5. that was slightly confusing :

The refund was paid on my credit card 29.5. and posted 1.6. by my credit card company. The voucher part on there looked a bit strange, maybe part of the method they use for the refunds.

Small amount so wasn't too bothered about the waiting.

DYKWIA

Well, well....

Amex have closed my dispute. Not our problem guv' :-

wingnuthead

So it took about 2 1/2 months from beginning to end... I wonder if it will move faster now as things return to some version of normal. I guess my early May requests won't come in until mid summer....

Now that totally sucks. Do you still have the refund requests with EZ? Their wording (Amex) is totally bizarre though. The "documentation couldn't be used to contact"????

DYKWIA

As far as I know, the EZ request is still ongoing.

I was doing an online chat with Amex. They said it was to the merchant to provide the refund, and that they are sorry if I'm not happy with the merchant response!

James91

I just don't understand that response. If you claim a chargeback because of " goods or services not received" BECAUSE YOU HAVEN'T RECEIVED THE SERVICE - their response doesn't make any sense. Can you make the claim again?

dhuey

I too am confused. "Thank you for providing us supporting documents. Due to nature of the claim, unfortunately the documentation received could not be used to contact the Merchant and therefore, we are unable to proceed with the investigation." The nature of your claim is easyJet didn't provide the service you paid for (they cancelled the flight). I assumed you provided documentation to show the itinerary you purchased, and the easyJet cancellation of that itinerary. I don't know why they can't relay that documentation to easyJet, or why that is in any way insufficient to establish that you are entitled to a chargeback.