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AY Cancelling "most" Flights April 1 onwards. Refunds?

AY Cancelling "most" Flights April 1 onwards. Refunds?

Old May 9, 20, 6:55 pm
  #211  
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Originally Posted by fakecd View Post
which amex jurisdiction was it? I have AY cancel/issue refund on 29March but as of 10May i do not see it (HKG based, for ticket ex HK) and waiting for 5K USD. i called Amex Plat line and asked lightly how chargeback procees can be initiated buT Amex was very hesitant and suggested i should simply wait. i wasnt very pushy but got a feeling they dont want me using chargeback.
I just explained the situation. My bill was due that day, so I was asking what I should do, since the refund had not come in. He suggested issuing the chargeback. He said, "oh, we'll just issue a temporary credit while you wait for the refund!" The dispute reason is officially:

Dispute Reason
Cancelled / Returned / Refused Delivery for Goods or Services / Expected credit not received

This was USA Amex line, by the way. Not sure if the attitude is different elsewhere.
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Old May 10, 20, 12:01 am
  #212  
 
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Originally Posted by BlooJoo View Post
:

This was USA Amex line, by the way. Not sure if the attitude is different elsewhere.
thx BlooJoo

as others noted AY seems honest with refund so i will give them benefit of doubt and wait till end of month. i think calling amex on saturday night didnt help i assume it was some junior staff.

i report back when/if AY actually refunds it. they told me all is in order .. so..
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Old May 10, 20, 1:42 pm
  #213  
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Originally Posted by BlooJoo View Post
This was USA Amex line, by the way. Not sure if the attitude is different elsewhere.
Based on experience and hearsay - very much different.
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Old May 11, 20, 8:48 am
  #214  
 
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Refund request made on 25 March for cancelled easter flights. The refund appeared on my Amex today.

I need to try and use my Amex more. I'll end up with a fair bit of money deposited on my account with all the cancellations and not much shopping.
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Old May 11, 20, 4:01 pm
  #215  
 
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Originally Posted by kt74 View Post
I have ARN-HKG booked via them in May, rather than booking direct. Now that AY has officially cancelled all my flights and absolutely nothing is showing on my PNR, I think it's fair to call in a refund. Now, if you try to self-serve on the eBookers (and presumably also Expedia) website, you get lots of warnings about the fare being non-refundable and losing all your money

Can't get through to eBookers, obviously. So is it time to call in a chargeback? Any issue from Amex, or are they sending you back to eBookers/Finnair?
To answer my own question in case anyone else booked via ebookers or Expedia. I sat tight, and waited till just before departure to call them about a refund. I got through within a few mins, agent said he would check Finnair policy, and subsequently authorised a full refund - a painless 15 minute call. Admittedly he said 8-12 weeks for refund, but at least it's in progress. Hope this helps anyone who still has bookings outstanding...
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Old May 11, 20, 11:26 pm
  #216  
 
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I still have money sitting with Ebookers for an old booking. Finally managed to speak to someone yesterday. They claimed they hadn’t yet initiated the process of getting the money from AY. This is odd, as I called myself AY almost two months ago, and they said they would return the money to Ebookers, who then should return it to me. If this is from now 8-12 weeks, then it is just a joke. Fully refundable Y booking-class Pro tickets.

I will never, ever use Ebookers again.
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Old May 11, 20, 11:58 pm
  #217  
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Well, if AY is as slow refunding OTAs as passangers, there’s a good chance ebookers haven’t received anything yet. Still it’s strange, because IME AY charges the pax directly, so they should refund the pax directly.
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Old May 12, 20, 12:28 am
  #218  
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Old May 12, 20, 6:49 am
  #219  
 
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The "refund department" seems to be all kinds of messed up, and seemingly was already before the COVID overload. I have an open refund request that has its four-month anniversary today. The email from January confirms that I am entitled to a refund and says it will be processed in seven days. This was related to a missed connection and an involuntary downgrade on the rebooking, so figuring out the exact refund amount won't be completely straightforward, but one would hope there's a process for that and someone just need to plug in the numbers.

Any ideas about what (if anything) I could do to get this to a conclusion, other than keep emailing them? Chargeback is obviously not an option as this is not a straight up cancellation case.
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Old May 12, 20, 11:32 pm
  #220  
 
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Refund Request Update: After 8 weeks I contacted Finnair via phone and spoke with an incredibly helpful customer service representative. I informed him of the refund request and the age (8 weeks, 2 days), and he immediately stepped up and escalated the request to the Finnair home office and confirmed so by email to me during our call. He even followed up the next day by email to confirm that the refund would be processed ASAP and the funds available sometime later this week.

It's been 3+ days since I called and have not yet seen a refund post to my credit card account, so I started a chat session with a CSR online. The representative confirmed that my refund was processed the day after my phone call but could take 2-3 days to post.


Originally Posted by _ra_ View Post
The "refund department" seems to be all kinds of messed up, and seemingly was already before the COVID overload. I have an open refund request that has its four-month anniversary today. The email from January confirms that I am entitled to a refund and says it will be processed in seven days. This was related to a missed connection and an involuntary downgrade on the rebooking, so figuring out the exact refund amount won't be completely straightforward, but one would hope there's a process for that and someone just need to plug in the numbers.

Any ideas about what (if anything) I could do to get this to a conclusion, other than keep emailing them? Chargeback is obviously not an option as this is not a straight up cancellation case.
_ra_: I would recommend that you call them directly to discuss the situation and note the delay of the refund request. If you or your flight were based in the US the Department of Transportation has said that "prompt refunds" should typically take 7 days but are giving some relief due to the unprecedented volume of refunds being processed. A complaint can be files with the US DOT, and enforcement action can take place if they deem the issue to warrant such action.
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Old May 14, 20, 7:55 am
  #221  
 
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I have a pending refund, too, now waiting for more than 8 weeks.
I called AY two days ago and the agent said he would "escalate and confirm via mail".
Well, not really surprised but the email never showed up so far...
Will maybe try again next week.
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Old May 14, 20, 10:44 am
  #222  
 
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Refund request made on 20 March
Refund received 11 May
Did not contact in between. It comes, just have to wait (if it is possible to wait).
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Old May 15, 20, 7:45 am
  #223  
 
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Refund Request Update: Refund finally processed! My CC account shows that the refund was processed on the day after my call, but did not post to my CC until 4 days later.

So, for those playing at home:
Refund Request Submitted: 12-March
Refund Request Processed: 10-May
Refund Credit on CC Acct.: 14-May (9 weeks from submission date)
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Old May 15, 20, 8:11 am
  #224  
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I had $7K worth of tickets that I booked back in February for a trip starting on 5/2 (refundable biz fare FWIW). Finnair cancelled the flights and I waited until I got an email from them informing me that the flight has been cancelled. I got the email the last week of March and filed a refund request online on 3/28 or 3/29. I received a confirmation email shortly after informing me that the refund will take up to 8 weeks to be processed and if I prefer to receive a travel voucher with a 10% bonus that will be processed within four weeks. We chose to continue with the cash refund. On 5/12 the refund posted to my AMEX.

The Finnair FAQs indicates that refund is taking 8-10 weeks so give them time and avoid doing chargebacks if possible unless the airline explicitly refuses to provide a refund like AF/KLM.
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Old May 15, 20, 8:21 am
  #225  
 
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Let me give you an example of a 5/5 refund request, not with AY, though.

I booked a non-refundable hotel with Agoda for a trip to Yangon in June. All flights are cancelled and the country is not accepting visitors, but I didn't bother doing anything about the hotel just yet. Well, this week I finally went online to check what I could do. On day 1, cancelled this non-refundable booking and was awarded a full refund. On day 2, the refund appeared on my SEB AY MC statement. That's fast!
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