[prem fare gone]: IB/LA Business: BUD - GRU/SDU €400 RT
Oct 13, 2020, 10:55 am
#226
Join Date: Aug 2019
Location: BER
Programs: OW Sapphire, *A Gold
Posts: 988
If you have a case number and you say it was created on the 26th, don't wait. Go straight to chargeback as you now have the written proof that you requested the refund and you have not heard back from them for more than 2 weeks.
Oct 13, 2020, 10:58 am
#227
Join Date: Jan 2011
Programs: BA Silver, Hyatt Discoverist, Hilton Gold, Mariott Gold
Posts: 83
Update: One Twitter conversation, two support tickets, one more Twitter conversation later with LATAM, no movement. I requested and successfully received a chargeback from my bank within a week of submission, having supplied all documentation alongside. Too bad LATAM expended my goodwill, despite good results from other posters earlier.
Last edited by toonomadic; Oct 21, 2020 at 3:21 am
Oct 15, 2020, 3:49 am
#228
Join Date: Jul 2010
Location: TLV/ATH/LON/EZE/NYC/UIP
Programs: BA*GGL, A3*G, AF*P, VS*S
Posts: 1,011
Result!
Prepare to be amazed...
I suspect there might be the unique factor at play of me having called (dumb luck that my credit card didn't work online) and their agent having processed it manually, which voided their argument of manifest error that their own staff didn't spot but somehow Joe Public should...
Dear frb98mf
Firstly, I would like to apologise for the delay to return to you and I also would like to confirm with you, if you have been able to check if the refund concluded by LATAM Airlines has been received.
As mentioned on my previous reply to you, your claim has been escalated internally for further evaluation and I have now a conclusion.
After a very careful review, with the aim of regaining your trust on our services and minimising the distress caused, due to the involuntary software error, we would like to offer you, additionally to the the refund already concluded, a travel voucher to be exchanged by LATAM Airlines services, valid until 31st of December 2021, on the amount of US$ 687 (Six hundred and eighty seven US dollars).
If you accept this offer, I kindly ask you to provide your passport number and nationality and I will proceed with the issuance of the travel voucher and send the confirmation to you.
I hope this would be a suitable alternative solution to you and I remain available should you require any further assistance.
Yours sincerely,
Customer relations
Firstly, I would like to apologise for the delay to return to you and I also would like to confirm with you, if you have been able to check if the refund concluded by LATAM Airlines has been received.
As mentioned on my previous reply to you, your claim has been escalated internally for further evaluation and I have now a conclusion.
After a very careful review, with the aim of regaining your trust on our services and minimising the distress caused, due to the involuntary software error, we would like to offer you, additionally to the the refund already concluded, a travel voucher to be exchanged by LATAM Airlines services, valid until 31st of December 2021, on the amount of US$ 687 (Six hundred and eighty seven US dollars).
If you accept this offer, I kindly ask you to provide your passport number and nationality and I will proceed with the issuance of the travel voucher and send the confirmation to you.
I hope this would be a suitable alternative solution to you and I remain available should you require any further assistance.
Yours sincerely,
Customer relations
Last edited by frb98mf; Oct 15, 2020 at 3:52 am Reason: brevity
Oct 17, 2020, 2:14 am
#229
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,853
The refund from Exp appeared om my cc statement a couple of days ago. All tickets (Exp and LATAM direct) refunded now. Not bad.
To the previous poster: Nice result (LATAM agreeing to issue a complimentary voucher in addition to the refund) but I doubt LATAM will be prepared to grant vouchers for all/other similar tickets issued and cancelled.
To the previous poster: Nice result (LATAM agreeing to issue a complimentary voucher in addition to the refund) but I doubt LATAM will be prepared to grant vouchers for all/other similar tickets issued and cancelled.
Nov 4, 2020, 2:54 am
#232
Join Date: Jul 2015
Location: SRQ, AMS, AGP
Posts: 200
I have a dispute open with AMEX, however LATAM is fighting it saying that they have sold me a ticket, and provided AMEX with some internal document which does show the initial purchase.
So -- on one hand LATAM is adamant that they have sold me a ticket, but on the other they have yet to provide me any proof, and the PNR does not show the correct details.
To be fair, I may just request the cancellation of the booking. It is more likely that I may not go anyhow.
Nov 4, 2020, 4:35 am
#233
Join Date: Jan 2011
Programs: BA Silver, Hyatt Discoverist, Hilton Gold, Mariott Gold
Posts: 83
Never ticketed. Bank immediately provided temporary funds in my account after chargeback (see my story above). Latam responded to my second support case 1 month after (Oct 25) by email and told me they were going to give me a voucher, then 3 minutes later wrote another email saying a full refund is in order. Received in bank next day and lost 3.24 euros in the currency conversion, haha but saga is closed and done.
Nov 11, 2020, 9:45 am
#234
Join Date: Jan 2019
Location: VIE/PRG
Programs: FB Platinum, Marriott Platinum Elite
Posts: 1,592
I was only refunded one reservation (promptly) and two which "failed" like I never got confirmation nor saw PNR but they took money were to be handled in 30 days. Today it is 48 days since the case was open and money nowhere. Just filled chbc form with my bank so we will see.
Nov 29, 2020, 4:40 pm
#235
Join Date: Nov 2020
Location: DE
Programs: SK*G, BA Gold, Flyingblue Silver
Posts: 1
Fun fact: Booked this with two different OTAs for different dates. One was cancelled and refunded a few days later without further ado, the other one was just cancelled (with an e-mail roughly saying: “Your flight details have changed. If this is inconvenient for you, get in touch.”). Didn’t react for a few weeks because I couldn’t be bothered to spend hours on the phone. Then I called the OTA and the agent told me I could only get a LATAM flight voucher valid for a year, no refund (as if). Called LATAM a few times and got the ticket reinstated; took a few agents, though.