Trying to get an Avios Booking Refunded

Old Jul 18, 19, 3:05 pm
  #1  
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Join Date: Nov 2007
Location: PHX
Posts: 4,539
Trying to get an Avios Booking Refunded

Three weeks ago.

Me: Hello, I booked a flight for two passengers with Avios that I need to cancel and I'd like to have the Avios refunded.

IB: Sorry, this is not the right department. You need the Iberia Plus service center.

[Lots of back and forth until he transfers me.]

IB: Ok, no problem. It is 25 euros per ticket and it will be deducted from the taxes that get refuned.

Me: Ok, I would like to use the avios, how long do you think it will take?

IB: Could be tomorrow, maybe three days.

Me: Ok, thank you.

[Two weeks later.]

Me: Hello, I cancelled tickets booked with avios two weeks ago but the avios are not yet back in my account.

[Long delay while my information is confirmed. Then long hold.]

IB: Yes, sir, I see that my partner informed you that the refund price would be 25 dollars, but it is actually 40 dollars, so do you agree to 40 dollars?

Me: Actually, your colleague told me it was 25 euros, and that's what it should be, because that's what it says on my ticket receipt.

IB: Yes, but in this case it is 40 dollars.

Me: [Deciding that a fight over 24 dollars is not worth it and that I probably missed the fine print somewhere.] Ok, I agree.

IB: Ok, I will put it back in the queue.

Me: Ok, but I would like to use the avios for a different booking. How long do you think it will be.

IB: Two days.

[A week and half later . . which is today.]

Me: Hello, I am waiting for a refund of avios for tickets that I cancelled.

[Very long and difficult period where we could not seem to communicate the letters in my PNR.]

IB: Ahh, I see the problem. It seems my partner informed you that the the fee would be 25 euros, but the actual fee is 40 dollars per ticket.

Me: Yes, I was told that last week, and that is ok.

IB: So, you agree?

Me: Yes. Yes.

IB: Ok, please hold. [Long hold follows.] Ok, it is all set. I have sent it off.

Me: How long do you think it will take?

IB: Tomorrow. Or maybe Saturday, but then Monday.

Me: Ok.
lkar is offline  
Old Jul 19, 19, 3:25 pm
  #2  
 
Join Date: Apr 2016
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Originally Posted by lkar View Post
Three weeks ago.

Me: Hello, I booked a flight for two passengers with Avios that I need to cancel and I'd like to have the Avios refunded.

IB: Sorry, this is not the right department. You need the Iberia Plus service center.

[Lots of back and forth until he transfers me.]

IB: Ok, no problem. It is 25 euros per ticket and it will be deducted from the taxes that get refuned.

Me: Ok, I would like to use the avios, how long do you think it will take?

IB: Could be tomorrow, maybe three days.

Me: Ok, thank you.

[Two weeks later.]

Me: Hello, I cancelled tickets booked with avios two weeks ago but the avios are not yet back in my account.

[Long delay while my information is confirmed. Then long hold.]

IB: Yes, sir, I see that my partner informed you that the refund price would be 25 dollars, but it is actually 40 dollars, so do you agree to 40 dollars?

Me: Actually, your colleague told me it was 25 euros, and that's what it should be, because that's what it says on my ticket receipt.

IB: Yes, but in this case it is 40 dollars.

Me: [Deciding that a fight over 24 dollars is not worth it and that I probably missed the fine print somewhere.] Ok, I agree.

IB: Ok, I will put it back in the queue.

Me: Ok, but I would like to use the avios for a different booking. How long do you think it will be.

IB: Two days.

[A week and half later . . which is today.]

Me: Hello, I am waiting for a refund of avios for tickets that I cancelled.

[Very long and difficult period where we could not seem to communicate the letters in my PNR.]

IB: Ahh, I see the problem. It seems my partner informed you that the the fee would be 25 euros, but the actual fee is 40 dollars per ticket.

Me: Yes, I was told that last week, and that is ok.

IB: So, you agree?

Me: Yes. Yes.

IB: Ok, please hold. [Long hold follows.] Ok, it is all set. I have sent it off.

Me: How long do you think it will take?

IB: Tomorrow. Or maybe Saturday, but then Monday.

Me: Ok.
I have spent hours on the phone with them, including related to this very issue. It took an extra week for me after they fixed this one. Best of luck...
flyingislove is offline  
Old Jul 20, 19, 11:33 am
  #3  
 
Join Date: Feb 2012
Location: PVG
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Originally Posted by lkar View Post
Three weeks ago.

Me: Hello, I booked a flight for two passengers with Avios that I need to cancel and I'd like to have the Avios refunded.

IB: Sorry, this is not the right department. You need the Iberia Plus service center.

[Lots of back and forth until he transfers me.]

IB: Ok, no problem. It is 25 euros per ticket and it will be deducted from the taxes that get refuned.

Me: Ok, I would like to use the avios, how long do you think it will take?

IB: Could be tomorrow, maybe three days.

Me: Ok, thank you.

[Two weeks later.]

Me: Hello, I cancelled tickets booked with avios two weeks ago but the avios are not yet back in my account.

[Long delay while my information is confirmed. Then long hold.]

IB: Yes, sir, I see that my partner informed you that the refund price would be 25 dollars, but it is actually 40 dollars, so do you agree to 40 dollars?

Me: Actually, your colleague told me it was 25 euros, and that's what it should be, because that's what it says on my ticket receipt.

IB: Yes, but in this case it is 40 dollars.

Me: [Deciding that a fight over 24 dollars is not worth it and that I probably missed the fine print somewhere.] Ok, I agree.

IB: Ok, I will put it back in the queue.

Me: Ok, but I would like to use the avios for a different booking. How long do you think it will be.

IB: Two days.

[A week and half later . . which is today.]

Me: Hello, I am waiting for a refund of avios for tickets that I cancelled.

[Very long and difficult period where we could not seem to communicate the letters in my PNR.]

IB: Ahh, I see the problem. It seems my partner informed you that the the fee would be 25 euros, but the actual fee is 40 dollars per ticket.

Me: Yes, I was told that last week, and that is ok.

IB: So, you agree?

Me: Yes. Yes.

IB: Ok, please hold. [Long hold follows.] Ok, it is all set. I have sent it off.

Me: How long do you think it will take?

IB: Tomorrow. Or maybe Saturday, but then Monday.

Me: Ok.
2 Weeks and counting for me, simple cancellation, 1 lego on Iberia MAD-PVGm called 4 times, I am being told every-time that the adios will show up in 2 business days, they don't,,,

Today they say they have had issues (no kidding), but that things are back to normal, I still haven't received the email confirming the cancellation,

I am calling the Spanish line and my Spanish level is near native (no accent) yet it doesn't change anything, they invite me to put a complain online (like it will change anything)

Iberia... Some people say its Spain but I have been living there and even the government service are better run!
pvgman is offline  
Old Jul 21, 19, 4:44 am
  #4  
 
Join Date: Jun 2006
Posts: 5,022
Refunds are a real pain with Iberia sadly. You have to send multiple emails and make multiple phone calls to eventually get anything back. It is harder in Peak season also due to the volume.
DELLAS is offline  
Old Jul 21, 19, 1:18 pm
  #5  
 
Join Date: Jan 2013
Posts: 370
try facebook page and instant message feature(or something like that)
theplayer is offline  
Old Jul 21, 19, 1:19 pm
  #6  
 
Join Date: Jun 2009
Location: London, United Kingdom
Programs: British Airways Gold
Posts: 2,567
Yup it takes forever. They show up eventually
ajeleonard is offline  
Old Jul 21, 19, 4:48 pm
  #7  
Original Poster
 
Join Date: Nov 2007
Location: PHX
Posts: 4,539
And the answer is Sunday! Not one of the choices given but I will not complain.

No taxes yet but I was anxious for the miles. So a little over 3 weeks and just two follow up calls.
flyingislove likes this.
lkar is offline  

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