AY Cancelling "most" Flights April 1 onwards. Refunds?
Apr 19, 2020, 7:07 pm
#136
Join Date: Mar 2010
Location: Indianapolis, IN
Programs: AA Gold
Posts: 27
Refund Update: I had an AY-booked itinerary (ORD-LHR-ARN on BA, HEL-ORD on AY) that I submitted a Refund Request for back on 12-Mar. At the time of submission the website & confirmation email informed the processing time was 1 month, but 5 weeks later and the refund as not yet been processed. I just chatted with customer service and was told the processing time is now 2 months.
Apr 20, 2020, 12:55 am
#137
FlyerTalk Evangelist
Join Date: Jan 2008
Location: HEL
Programs: lots of shiny metal cards
Posts: 14,105
Refund Update: I had an AY-booked itinerary (ORD-LHR-ARN on BA, HEL-ORD on AY) that I submitted a Refund Request for back on 12-Mar. At the time of submission the website & confirmation email informed the processing time was 1 month, but 5 weeks later and the refund as not yet been processed. I just chatted with customer service and was told the processing time is now 2 months.
Apr 20, 2020, 2:55 am
#138
Join Date: Oct 2010
Location: Switzerland
Programs: AY+ Platinum, SK Gold, BAEC Silver, airbaltic VIP, Radisson VIP
Posts: 6,529
Apr 20, 2020, 9:00 am
#139
Join Date: Sep 2005
Location: HEL
Programs: AY Platinum, TK Elite, BT VIP, AA, BA, SK, DL, NT, WB + hotels
Posts: 8,749
Apr 20, 2020, 10:14 am
#140
Join Date: Jan 2006
Location: Helsinki-Vantaa APT, Finland
Programs: AY LUMO
Posts: 6,055
AY still has over 100.000 refunds in process.
https://www.hs.fi/talous/art-2000006481235.html?ref=rss
https://www.hs.fi/talous/art-2000006481235.html?ref=rss
Apr 20, 2020, 11:37 am
#142
Join Date: Oct 2010
Location: Switzerland
Programs: AY+ Platinum, SK Gold, BAEC Silver, airbaltic VIP, Radisson VIP
Posts: 6,529
AY still has over 100.000 refunds in process.
https://www.hs.fi/talous/art-2000006481235.html?ref=rss
https://www.hs.fi/talous/art-2000006481235.html?ref=rss
100k refunds take 8 weeks.
12.5k refunds per week
1785 refunds per day
74 refunds per hour
Surely their capacity must be higher than issuing 74 refunds per hour only?
Apr 20, 2020, 11:03 pm
#144
Join Date: Aug 2015
Location: Helsinki, Finland
Programs: Finnair (AY) Platinum, Air France Silver, Tallink Club One Silver :)
Posts: 1,655
As an interesting data point: CX has on its website as a "non-war time" refund timeframe of 21 days for tickets not involving USA. Cancelled one ticket with them on 24 March and refund was back on my credit card on 2 April, way before the end of the 3 weeks. Clearly, the guys in HKG have a better level of automation.
Apr 22, 2020, 2:50 am
#145
Join Date: Mar 2005
Location: HHQ
Programs: EBG
Posts: 46
They invited me to cancelled on Mar 18 for Mar 24 travel DUB-HEL-BKK-HEL-DUB because of Covid and I received a refund and cancellation acknowledgement on Mar 18 but five weels later no sign of a refund. Has anyone else experienced such a delay?
Apr 22, 2020, 2:53 am
#146
Join Date: May 2013
Location: HEL
Programs: AY Plat (OWE), SK EBG (*A Gold), KQ Plat (STE+), Accor Plat
Posts: 3,157
It’s up to eight weeks now, so yes.
Apr 22, 2020, 3:09 am
#147
Join Date: Mar 2005
Location: HHQ
Programs: EBG
Posts: 46
I was wondering about their gift voucher offer instead of a refund. What worries me is if they go bankrupt, which presumably make gift voucher holders one of many creditors who may receive nothing, whereas a refund of ticket purchases directly would no doubt be covered by ones credit card company.
Apr 22, 2020, 3:14 am
#148
Join Date: Mar 2005
Location: HHQ
Programs: EBG
Posts: 46
It was actually 'an average of up to four weeks' when their first acknowledgement came through, now its 8 weeks, and an 8 weeks what will it be? 16 weeks? I'm getting an uncomfortable feeling that a refund may never materialize particularly as their chat no longer functions. Despite being 'number 1 in the queue' it keeps signing off with no agent available. Really disappointing after 12 years of business class travel with them.
Apr 22, 2020, 4:02 am
#149
Join Date: Jun 2014
Location: HEL
Programs: AY+ Gold (OWS)
Posts: 528
It was actually 'an average of up to four weeks' when their first acknowledgement came through, now its 8 weeks, and an 8 weeks what will it be? 16 weeks? I'm getting an uncomfortable feeling that a refund may never materialize particularly as their chat no longer functions. Despite being 'number 1 in the queue' it keeps signing off with no agent available. Really disappointing after 12 years of business class travel with them.
Apr 22, 2020, 4:11 am
#150
Join Date: Mar 2005
Location: HHQ
Programs: EBG
Posts: 46
I understand and share your frustration, but the AY waiting time of 2 months (or more?) is certainly much better than what e.g. AFKLM is doing right now. They are not offering refunds at all, but instead hand out vouchers that can only be exchanged for a cash refund after a 12 month period. This is directly in contradiction with EC261.