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Oneworld flight cancelled during trip no refund.

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Oneworld flight cancelled during trip no refund.

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Old Apr 7, 2020, 10:09 am
  #16  
 
Join Date: Sep 2005
Location: TPE / HSZ
Programs: CX GO (=SPH), IHG Diamond Amb, Hertz 5*, Accor, Hilton, National
Posts: 6,437
Originally Posted by southlondonphil
I think the most logical reading of what has been posted is that at some point in the past bedelman had a RTW ticket booked through CX that s/he sought to get partially refunded due to one or more sector being cancelled, CX refused it and claimed DOT rules did not apply when they were pointed out to them. The implication (not confirmed) from bedelman's post is that s/he then raised a complaint with the DOT which was upheld, and CX were compelled to pay the pro-rata refund, the suggestion being that this (a formal DOT complaint) was an avenue george.steel might take in seeking satisfaction of a similar partial refund from AA.

CX would never explcitly publish anything saying that (e.g. because they're Hong Kong based) they had no responsibility to refund under US DOT regulations in the appropriate circumstances because it's not true and they know it. They (in common with many carriers) will just fob passengers off with such untruths (see also EC261) in the hope that people are insufficiently versed in the intricacies of international aviation agreements to challenge what they're told.

Whether this behaviour is down to ill-informed customer service agents or a corporate 'first line of defence' in minimising cash outflows due to refunds, who knows? I'm more inclined to believe the latter.
Thanks for the explanation. It makes sense and I agree that this is the most likely scenario.

I would like to point out that CX currently publishes the prorated refund for partially used as part of their policy and similar policies have been seen before COVID-19 for cancellations due to inclement weather. See FAQs for Travel Agents For Passengers traveling on Cathay Pacific Airways & Cathay Dragon | Cathay Pacific Airways Limited

3. How do I compute a partial refund?
For partial refund calculation under current situation, please refund the un-used ticket coupons base on the calculation example below:
Below example applies to ticket with same booking class only.
  • Refund the un-used portion base on Ticketed Point Mileage (TPM) proportion.
    e.g. SIN-HKG-NRT-HKG-SIN at SGD 3146 (Published fares equal gross fares/ Market fares equal net fares)
  • TPM on SIN-HKG = 1594 (system entry: FQMSINHKG)
  • TPM on HKG-NRT =1823 (system entry: FQMHKGNRT)
  • TPM on NRT-HKG =1823 (system entry: FQMNRTHKG)
  • TPM on HKG-SIN = 1594 (system entry: FQMHKGSIN) Total TPM = 6834
Un-used ticket coupons = HKG-NRT-HKG Refund = SGD 3146 x (3646/6834) = SGD 1678 (Un-used tax and surcharges can be refunded)
I wasn't specifically referring to any US DoT policy but rather just the prorated refund part.
ernestnywang is offline  
Old Apr 8, 2020, 9:06 am
  #17  
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Join Date: Jan 2005
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Sorry for the delay, I have been ill since coming back(Thankfully not Corona)
The starting point was EDI.
It was with a real travel agent based in London.
The extra paid to go home was because they offered a flight through DOH -EDI we were scared of getting stuck in DOH and asked if we could go with British Airways and the extra payment was for "Taxes"
Many Thanks
George
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george.steel is offline  
Old Apr 8, 2020, 10:53 am
  #18  
 
Join Date: Sep 2005
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Originally Posted by george.steel
Sorry for the delay, I have been ill since coming back(Thankfully not Corona)
The starting point was EDI.
It was with a real travel agent based in London.
The extra paid to go home was because they offered a flight through DOH -EDI we were scared of getting stuck in DOH and asked if we could go with British Airways and the extra payment was for "Taxes"
Many Thanks
George
It seems you agreed to an involuntary reroute that took you back to the EDI, which I assume is the last ticketed point of your RTW. I'm not sure why extra taxes were charged, but the extra taxes aside, I believe in this case you are not due any refund. You could have opted for partial refund prorated to mileage should you buy yourself a separate ticket home, but not if you exchanged the remainder of your existing ticket. Regarding the extra taxes part, if the QR option was presented to you and no extra taxes would have been collected had you taken this option, I guess it was your own decision then.

In any case, thanks for coming back and clarifying the situation.
ernestnywang is offline  
Old Apr 9, 2020, 1:56 am
  #19  
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Posts: 21,015
Originally Posted by george.steel
Sorry for the delay, I have been ill since coming back(Thankfully not Corona)
The starting point was EDI.
It was with a real travel agent based in London.
The extra paid to go home was because they offered a flight through DOH -EDI we were scared of getting stuck in DOH and asked if we could go with British Airways and the extra payment was for "Taxes"
What was the full route as booked?
The "taxes" may have been BA infamous "carrier imposed surcharge" . Real taxes are usually 10's of dollars. The UK APD, paid on departures only is an exception.
It may have been a reissue fee ($125?) as per the *ONE* rules or a service charge (not in the *ONE* rules?)
But at least you got home
Mwenenzi is offline  
Old Apr 9, 2020, 12:01 pm
  #20  
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Join Date: Jan 2005
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EDI to GYE via LHR and MIA then GYE to HNL via DFW HNL to SYD SYD to AKL AKL to MEL MEL to NRT HND to ICN which was cancelled and we opted to stay in Japan. NRT to HKG and HKG to HAN Han to EDI via DOH.
The NRT to HKG was cancelled and we were advised to go home.
Al flights were business Clas except SYD to AKL
We recently got an invoice from travle agent and on it was :-
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We were told it was taxes that is all.
"Sometimes education can be expensive."
Many Thanks for all your help.
Regards
George
george.steel is offline  
Old May 5, 2020, 10:33 pm
  #21  
 
Join Date: Mar 2011
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Posts: 4,093
Originally Posted by bedelman
Any cancellation of any portion of a RTW ticket entitles the passenger to discontinue all future travel and receive a pro rata refund based on miles flown -- that's the position I took when facing these problems a few years ago, and DOT agree with me (over Cathay's protestations to the contrary). Sounds like that would be a reasonable resolution for you.
How long ago was this? I just asked AA about this in booking a ticket and they said I would be refunded a pro-rated refund based on the cash value of the ticket after subtracting the cash value of the already-flown segments - is this a oneworld-wide policy for RTWs?
steveholt is offline  
Old May 6, 2020, 12:46 am
  #22  
 
Join Date: Sep 2005
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Posts: 6,437
Originally Posted by steveholt
How long ago was this? I just asked AA about this in booking a ticket and they said I would be refunded a pro-rated refund based on the cash value of the ticket after subtracting the cash value of the already-flown segments - is this a oneworld-wide policy for RTWs?
How can a prorated refund be calculated based on subtracting the cash value of the already-flown segments? That's counterintuitive I'd say. I believe there's a general IATA rule that explains how to handle voluntary (deducting the value of flown segments as if a ticket was bought as such) vs. involuntary refund (by fare component first, and prorated to mileage if only part of the fare component is flown). I saw it somewhere before but am unable to find the exact rule again. If anyone has it, that would be great.

xONEx has only one fare component for the entire trip, so if flights are cancelled and you are eligible for an involuntary refund (which AA still provides if no alternative within 4 hours I believe), the refund would be the fare will be prorated to mileage + unused taxes.
ernestnywang is offline  
Old May 6, 2020, 2:18 pm
  #23  
 
Join Date: Mar 2011
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Posts: 4,093
Originally Posted by ernestnywang
How can a prorated refund be calculated based on subtracting the cash value of the already-flown segments? That's counterintuitive I'd say. I believe there's a general IATA rule that explains how to handle voluntary (deducting the value of flown segments as if a ticket was bought as such) vs. involuntary refund (by fare component first, and prorated to mileage if only part of the fare component is flown). I saw it somewhere before but am unable to find the exact rule again. If anyone has it, that would be great.

xONEx has only one fare component for the entire trip, so if flights are cancelled and you are eligible for an involuntary refund (which AA still provides if no alternative within 4 hours I believe), the refund would be the fare will be prorated to mileage + unused taxes.
The fare rules say the following:

"For partially used transportation the refund if any will be the difference between the fare paid and the fare for the transportation used less the fee specified in (1) above."

Last edited by steveholt; May 6, 2020 at 2:40 pm Reason: updated
steveholt is offline  
Old May 7, 2020, 12:28 am
  #24  
 
Join Date: Sep 2005
Location: TPE / HSZ
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Posts: 6,437
Originally Posted by steveholt
The fare rules say the following:

"For partially used transportation the refund if any will be the difference between the fare paid and the fare for the transportation used less the fee specified in (1) above."
Yes, and that's for voluntary refund.
ernestnywang is offline  
Old May 7, 2020, 12:34 am
  #25  
 
Join Date: Jul 2006
Location: MIA
Programs: AAdvantage Exec Plat SPG Platinum
Posts: 308
Yes, the correct refund rule for these tickets is as quoted. As mentioned many times in various threads over the years, this method as applied does not use the lowest segment fare on the day of booking, but instead uses a full fare, for the segments flown at the time the refund is claimed. As a practical matter this means that the refund (plus relevant taxes) is often very little, both absolutely and relative to the number of segments remaining. For this reason most people prefer to find some other workaround. rather than claim a refund.
It would be nice, but wishful thinking, if the refund was proportional to the mileage not flown. This would open a great opportunity to book the ticket with ultra long mileage segments at the end and then claim a disproportionately favorable refund.
RTW ticket policies are notorious for inconsistent interpretation among member airlines, between agents in even the same airline, and over time. So it is possible that someone, sometime and someplace received a refund pro rata based on mileage flown. But this is not the way it should be (and usually) is done..
.
rens is offline  


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