Does US have a 24 Hour Penalty Free Cancellation/Refund Policy?
Dec 2, 2010, 9:21 pm
#76
Join Date: May 2002
Location: Arizona
Posts: 5,690
Learn something new from flyertalk all the time
Just canceled some award reservations made yesterday.
Just canceled some award reservations made yesterday.
Dec 2, 2010, 10:02 pm
#77
FlyerTalk Evangelist
Join Date: Mar 2006
Location: DFW
Programs: AA 1M
Posts: 31,475
Dec 3, 2010, 5:17 pm
#78
Join Date: May 2002
Location: Arizona
Posts: 5,690
No grief yet...They did charge me $35. additonal on each ticket besides taxes...Not sure if this is last minute ticketing fee or fee for phone service yet. Tickets were international so not sure if that counts for 21 day window early ticket fee. Also I was forced to ticket via phone because online would not complete the purchase window for some reason.
Jan 19, 2011, 12:46 am
#79
Join Date: Nov 2004
Location: Los Angeles, CA; Philadelphia, PA
Programs: OZ Diamond
Posts: 6,140
Warning! US Air denied a refund for my reservation, which was canceled less than 24 hours after booking.
After waiting a week for the refund to show up, I contacted US Airways to check on the posting date for the refund. Ann from the refund department informed me that while I had indeed canceled within 24 hours, I was not eligible for a refund because I did not fill out a separate refund request form within 24 hours of the reservation. That procedure is not what is written on their website.
Clearly, their customer service plan only states canceling for a refund and nothing about submitting a separate request for a refund. It seems like they may be making up the rules as they go. So I will have to contest the charge with my credit card... who knows how that will turn out. This is a hassle for traveler who has status on other airlines and was looking to resume flying US Airways again since I am to start flying into a new city.
After waiting a week for the refund to show up, I contacted US Airways to check on the posting date for the refund. Ann from the refund department informed me that while I had indeed canceled within 24 hours, I was not eligible for a refund because I did not fill out a separate refund request form within 24 hours of the reservation. That procedure is not what is written on their website.
Clearly, their customer service plan only states canceling for a refund and nothing about submitting a separate request for a refund. It seems like they may be making up the rules as they go. So I will have to contest the charge with my credit card... who knows how that will turn out. This is a hassle for traveler who has status on other airlines and was looking to resume flying US Airways again since I am to start flying into a new city.
LAX
Jan 19, 2011, 6:46 am
#80
Suspended
Join Date: Sep 2010
Posts: 889
Anyone else with more recent experience? I am contemplating booking a US flight and trying to decide whether I should book directly via US vs. 3rd party sites such as Orbitz. If I get the run around with US should I need to cancel within 24 hrs, I might as well book with someone else and forgo the potential 24-hour cancellation policy.
LAX
LAX
Jan 19, 2011, 10:14 pm
#81
Join Date: Nov 2004
Location: Los Angeles, CA; Philadelphia, PA
Programs: OZ Diamond
Posts: 6,140
If you call and cancel your reservation (assuming its booked directly via US), you will have no issue. They will cancel and refund your reservation on the call. However if you cancel on the website and then do not complete the refund request form (or call immediately for the refund), then you may have a problem. So your easiest solution is just to call and take care of it.
LAX
Mar 27, 2011, 12:13 pm
#82
Join Date: Sep 2002
Location: Laguna Niguel, CA
Posts: 3,780
If you call and cancel your reservation (assuming its booked directly via US), you will have no issue. They will cancel and refund your reservation on the call. However if you cancel on the website and then do not complete the refund request form (or call immediately for the refund), then you may have a problem. So your easiest solution is just to call and take care of it.
I searched and saw their 24 hour refund policy and thought you 'buy online' and you 'cancel online'. So I did that and was waiting for my refund to credit. Obviously it did not. Now I am guessing I'm stuck with two 'credits' and will not be able to get the refund that seemed guaranteed 
How do I redeem these credits towards a new reservation? Can it be done online? Thanks.
Mar 27, 2011, 6:05 pm
#83
Join Date: Feb 2011
Location: DC
Programs: AA,UA
Posts: 71
Neither was I and I purchased a ticket w/a voucher I received to position myself for the SEA-South America deal a few weeks ago. There was about a $70 balance (which I know isn't a lot) that I paid and before purchasing, I asked the rep for refund/cancellation terms & conditions and she was not clear that I would get a credit and not the refund directly to my card. When I called back less than 30 mins later, I was told again that I'd get the refund to my card. The customer services reps seem just as confused and throughout the process I received not one email confirmation. I've learned my lesson. 
May 30, 2011, 7:39 am
#84
Join Date: Jun 2008
Posts: 73
I cancelled on line before 24 hours this morning and then I called to make sure I would get a refund, the guy did not have a good command of English and seemed hesitant to refund. I told him twice (nicely) it says within 24hours on the site, and finally he said he would process the request - he said it would take 7-10days to go through. He gave me my ticket numbers (already had them) to check refund on line. Hopefully this goes through and I don't have to hassle around again with them.
Jun 1, 2011, 8:55 pm
#85
Join Date: Jun 2008
Posts: 73
I got an email today that my refund is in process, "may take 2 billing cycles" - happy I am getting it without a hassle
Nov 17, 2011, 4:12 am
#86
Join Date: Jul 2010
Location: PHL
Programs: Hyatt Globalist, Hilton Diamond, AA Gold, FB Gold, ITA Volare Executive
Posts: 3,294
Yup. It changed around July 7 as part of their new customer care policy in, I think, response to recent DOT urgings. My understanding is that they have made a corresponding change making some restrictions with respect to 24 hour holds.
I was able to cancel a reservation and seek a full refund without a problem a few days ago.
I was able to cancel a reservation and seek a full refund without a problem a few days ago.
Warning! US Air denied a refund for my reservation, which was canceled less than 24 hours after booking.
After waiting a week for the refund to show up, I contacted US Airways to check on the posting date for the refund. Ann from the refund department informed me that while I had indeed canceled within 24 hours, I was not eligible for a refund because I did not fill out a separate refund request form within 24 hours of the reservation. That procedure is not what is written on their website.
Clearly, their customer service plan only states canceling for a refund and nothing about submitting a separate request for a refund. It seems like they may be making up the rules as they go. So I will have to contest the charge with my credit card... who knows how that will turn out. This is a hassle for traveler who has status on other airlines and was looking to resume flying US Airways again since I am to start flying into a new city.
After waiting a week for the refund to show up, I contacted US Airways to check on the posting date for the refund. Ann from the refund department informed me that while I had indeed canceled within 24 hours, I was not eligible for a refund because I did not fill out a separate refund request form within 24 hours of the reservation. That procedure is not what is written on their website.
Clearly, their customer service plan only states canceling for a refund and nothing about submitting a separate request for a refund. It seems like they may be making up the rules as they go. So I will have to contest the charge with my credit card... who knows how that will turn out. This is a hassle for traveler who has status on other airlines and was looking to resume flying US Airways again since I am to start flying into a new city.
If you call and cancel your reservation (assuming its booked directly via US), you will have no issue. They will cancel and refund your reservation on the call. However if you cancel on the website and then do not complete the refund request form (or call immediately for the refund), then you may have a problem. So your easiest solution is just to call and take care of it.
But color me anxious. There is nothing on the cancellation that shows that I did it within 24 hours of booking. The kind and knowledgeable agent acknowledged that there is no cancellation number that accompanies the interchange (I did get her name) and ... I don't know ... complex system ... things fall through the cracks. The limited data above suggest (dog that does not bark, and all that...) that no one on this board has had trouble when scrupulously following the rule (telephonic cancellation). But has anyone come up with a way to "validate" or otherwise "memorialize" the occurrence of this oral interchange pending the credit card refund?
(It was/is a "big ticket" item, hence would be painful to chalk up to experience in the event of miscue....)
Nov 17, 2011, 1:21 pm
#87
Join Date: Dec 2010
Location: PHX
Programs: AA PRO
Posts: 352
I did a 24 hour cancellation about 2 weeks ago. Booked online, called CP desk a couple hours later to cancel. Was told it would take 7-10 business days to process, and the refund appeared on my credit card activity in exactly that timeframe.
FWIW, I rebooked the same city pairs etc with different number of pax. Both reservations still appear in my online profile, but as you note the one does say "cancelled".
My advice is to wait patiently - but nervously - for a week, and check your credit card activity each day. If its not there in the right time frame, start calling again. I'm sure it'll be fine though.
FWIW, I rebooked the same city pairs etc with different number of pax. Both reservations still appear in my online profile, but as you note the one does say "cancelled".
My advice is to wait patiently - but nervously - for a week, and check your credit card activity each day. If its not there in the right time frame, start calling again. I'm sure it'll be fine though.
Nov 17, 2011, 2:43 pm
#88
Join Date: Jul 2010
Location: PHL
Programs: Hyatt Globalist, Hilton Diamond, AA Gold, FB Gold, ITA Volare Executive
Posts: 3,294
I did a 24 hour cancellation about 2 weeks ago. Booked online, called CP desk a couple hours later to cancel. Was told it would take 7-10 business days to process, and the refund appeared on my credit card activity in exactly that timeframe.
FWIW, I rebooked the same city pairs etc with different number of pax. Both reservations still appear in my online profile, but as you note the one does say "cancelled".
My advice is to wait patiently - but nervously - for a week, and check your credit card activity each day. If its not there in the right time frame, start calling again. I'm sure it'll be fine though.
FWIW, I rebooked the same city pairs etc with different number of pax. Both reservations still appear in my online profile, but as you note the one does say "cancelled".
My advice is to wait patiently - but nervously - for a week, and check your credit card activity each day. If its not there in the right time frame, start calling again. I'm sure it'll be fine though.
Nov 17, 2011, 4:42 pm
#89
Join Date: Oct 2005
Location: ORD, MDW or MKE
Programs: American and Southwest. Hilton and Marriott hotels primarily.
Posts: 6,462
This is not uncommon. I just don't understand what is happening for 7-10 business days.This is straightforward and should be completely automated.
Nov 18, 2011, 4:21 pm
#90
Join Date: Dec 2010
Location: PHX
Programs: AA PRO
Posts: 352
You're right - doesn't take them 7-10 days to charge my card on the purchase side! Haha