Swiss refund fiasco
Jan 10, 2019, 4:56 pm
#1
Original Poster
Join Date: Jun 2017
Programs: IHG, Delta
Posts: 4
Swiss refund fiasco
Apologies if this is the wrong forum but I'm looking for advice on how to resolve a dispute with Swissair about a ticket refund I am owed.
On Sunday, Dec 23, 2018 at 4:50pm, I confirmed purchase of a round-trip ticket for business class airfare (JFK - ZRH on Feb 20, 2019, returning Feb 28, 2019). I was billed $2,114.76 for the ticket and a $27.00 secure booking fee. WITHIN 24 HOURS, on Mon, 24 December, 2018 at 8:20am, I cancelled the ticket. Per the terms of the original purchase agreement, I was informed that I would be entitled to a refund of the $2,114.76 ticket price, (but not the $27.00 booking fee, which is fine).
[Statement from email confirmation: Customers who make a reservation may cancel their reservation without penalty up to 24 hours after the reservation is made, if the reservation was made seven days or more prior to the flight’s departure.]
I called Swissair customer service the day after Christmas to ask how to process the refund. I was told by the agent that I am entitled to a refund of the ticket and to submit a ticket cancellation request online. I submitted a refund request and shortly after received notification that I was only being refunded $62.16. Since then, I have called customer service multiple times and sent multiple emails to Swissair to request a refund of the remaining $2,052.60. (Original ticket price of $2,114.76 minus $62.16 refund already issued.)
I've filed a complaint with my credit card. Any other suggestions on how to get this resolved? It's very frustrating and seems very sloppy, if not illegal. It sickens me to think that they have my $2,000 and I may never get it back.
Thank you!
On Sunday, Dec 23, 2018 at 4:50pm, I confirmed purchase of a round-trip ticket for business class airfare (JFK - ZRH on Feb 20, 2019, returning Feb 28, 2019). I was billed $2,114.76 for the ticket and a $27.00 secure booking fee. WITHIN 24 HOURS, on Mon, 24 December, 2018 at 8:20am, I cancelled the ticket. Per the terms of the original purchase agreement, I was informed that I would be entitled to a refund of the $2,114.76 ticket price, (but not the $27.00 booking fee, which is fine).
[Statement from email confirmation: Customers who make a reservation may cancel their reservation without penalty up to 24 hours after the reservation is made, if the reservation was made seven days or more prior to the flight’s departure.]
I called Swissair customer service the day after Christmas to ask how to process the refund. I was told by the agent that I am entitled to a refund of the ticket and to submit a ticket cancellation request online. I submitted a refund request and shortly after received notification that I was only being refunded $62.16. Since then, I have called customer service multiple times and sent multiple emails to Swissair to request a refund of the remaining $2,052.60. (Original ticket price of $2,114.76 minus $62.16 refund already issued.)
I've filed a complaint with my credit card. Any other suggestions on how to get this resolved? It's very frustrating and seems very sloppy, if not illegal. It sickens me to think that they have my $2,000 and I may never get it back.
Thank you!
Last edited by jhoffmansf; Jan 11, 2019 at 2:11 pm
Jan 11, 2019, 11:55 am
#3
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
On the one hand not that much time has passed, but on the other, this was a departure from the US and DOT's enforcement guidance is that a refund should be made within no more than 7 business days.
Forget about complaining to your card issuer and file a formal chargeback. That will force LX to either not respond (in which case you prevail), concede (in which case you prevail) or explain why you are only due what LX says is due.
If a US-based card, the filing of the chargeback will also stop all interest from accruing until the matter is resolved and will also typically result in a temporary credit so that your credit limit is unaffected.
You may also file a DOT complaint, but not likely worth the effort at this stage.
Forget about complaining to your card issuer and file a formal chargeback. That will force LX to either not respond (in which case you prevail), concede (in which case you prevail) or explain why you are only due what LX says is due.
If a US-based card, the filing of the chargeback will also stop all interest from accruing until the matter is resolved and will also typically result in a temporary credit so that your credit limit is unaffected.
You may also file a DOT complaint, but not likely worth the effort at this stage.
Jan 15, 2019, 8:56 am
#4
Join Date: Jun 2008
Programs: TK*G (E+), IHG Plat Ambassador
Posts: 7,884
1. It is Swiss International Air Lines - Swissair went bankrupt in 2002
2. Send them the last e-mail that you are complaining to DOT
3. Give them 48 hours and really complain to DOT - they are breaking the law
4. Checking with the CC issuer, if you are eligible to chargeback the transaction might also be a good idea
2. Send them the last e-mail that you are complaining to DOT
3. Give them 48 hours and really complain to DOT - they are breaking the law
4. Checking with the CC issuer, if you are eligible to chargeback the transaction might also be a good idea
Feb 2, 2020, 4:49 am
#5
Join Date: Aug 2007
Location: AMS
Programs: KL PFL; BA Gold; A3 Silver; EY Silver; SU Silver
Posts: 2,488
I cancelled a ticket booked via Orbitz within 24 hours window on 4 January 2020 and still (02 February) did not get a refund. The charge got posted successfully. I did not expect Swiss to be so stingy, even Alitalia refunds faster... The reservation is showing cancelled on swiss.com.
Update: thanks to Swiss Twitter team i rechecked and there was no charge at all, it was my confusion (there was another charge for nearly same amount which I mistaken for LX charge). So the above is not valid, apoligies!
Update: thanks to Swiss Twitter team i rechecked and there was no charge at all, it was my confusion (there was another charge for nearly same amount which I mistaken for LX charge). So the above is not valid, apoligies!
Last edited by Keter; Apr 2, 2020 at 5:05 am
Feb 2, 2020, 6:52 am
#6
FlyerTalk Evangelist
Join Date: Nov 2006
Location: Stoke on Trent, UK (MAN ), BUE, BKK, DBV
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Posts: 11,636
I cancelled a ticket booked via Orbitz within 24 hours window on 4 January 2020 and still (02 February) did not get a refund. The charge got posted successfully. I did not expect Swiss to be so stingy, even Alitalia refunds faster... The reservation is showing cancelled on swiss.com.
Feb 3, 2020, 9:52 am
#7
Join Date: Aug 2007
Location: AMS
Programs: KL PFL; BA Gold; A3 Silver; EY Silver; SU Silver
Posts: 2,488
With Expedia/ Orbitz charges are directly from the airlines. It does not mean the ticket is booked directly with the airlines though. I will wait a bit then investigate, not urgent for me.
Feb 5, 2020, 8:10 am
#8
Join Date: Aug 2004
Location: my heart is on the shores of the north Italian lakes
Programs: LX Senator Lifetime, Relais&Chateaux Club5C, ex ! "Amanjunkie", ex LHW LC, hate chain hotels
Posts: 2,515
1. It is Swiss International Air Lines - Swissair went bankrupt in 2002
2. Send them the last e-mail that you are complaining to DOT
3. Give them 48 hours and really complain to DOT - they are breaking the law
4. Checking with the CC issuer, if you are eligible to chargeback the transaction might also be a good idea
2. Send them the last e-mail that you are complaining to DOT
3. Give them 48 hours and really complain to DOT - they are breaking the law
4. Checking with the CC issuer, if you are eligible to chargeback the transaction might also be a good idea
(like SEN lifetime, award waiting list, you name it....)Chill, it takes 6 to 8 weeks for a refund.
Feb 5, 2020, 11:38 am
#9
Join Date: Oct 2018
Location: YYZ, but wish I was in CGN
Programs: Anything and everything
Posts: 128
How come? They hate you for cancelling a flight and getting a refund? Or they hate everyone who is not a "pay, show up and fly, do not complain" customer?
Feb 8, 2020, 7:45 am
#11
Join Date: Aug 2004
Location: my heart is on the shores of the north Italian lakes
Programs: LX Senator Lifetime, Relais&Chateaux Club5C, ex ! "Amanjunkie", ex LHW LC, hate chain hotels
Posts: 2,515
Apr 2, 2020, 5:06 am
#14
Join Date: Aug 2007
Location: AMS
Programs: KL PFL; BA Gold; A3 Silver; EY Silver; SU Silver
Posts: 2,488
I cancelled a ticket booked via Orbitz within 24 hours window on 4 January 2020 and still (02 February) did not get a refund. The charge got posted successfully. I did not expect Swiss to be so stingy, even Alitalia refunds faster... The reservation is showing cancelled on swiss.com.
Update: thanks to Swiss Twitter team i rechecked and there was no charge at all, it was my confusion (there was another charge for nearly same amount which I mistaken for LX charge). So the above is not valid, apoligies!
Update: thanks to Swiss Twitter team i rechecked and there was no charge at all, it was my confusion (there was another charge for nearly same amount which I mistaken for LX charge). So the above is not valid, apoligies!