Hi,

I would appreciate some feedback from members who went through a similar situation.

On May 28th I bought a one-way Main Cabin tkt from SFO-SAN. I carefully read the rules and it said that it was fully refundable to the original form of payment.

I checked in for the flight and about 1 hr. before dept. I get a family emergency and had to cancel the trip. I called reservations and the agt. advised me that the credit card will be refunded within 7-10 days. Furthermore, I stopped by the tkt counter to make sure that the reservation is cancelled and agent said that refund will be processed as I have been told. Well, as of today it's been almost 2 1/2 weeks and still no credit on my card. Two days ago I sent an email through their site and I have not heard anything yet. I called res. and the agent told me to request Guest Service but they are only open from 8-5P. I requested to talk to a supervisor but to no avail. I understand that Guest Service might be open during certain times but would it be too much trouble to acknowledge an email? Is getting a refund from a "fully refundable" fare this difficult with VX? Should I just call the credit card company and challenge this charge instead of trying to resolve it through VX?

Thanks.

Let us know what Guest Services said. They are the only ones who can help.

Quick update - Spoke to res. and agent asked for record locator. She did not have to transfer me to Guest Services and explained that refund was processed back on Jun. 8th and it will take about 7-10 days for the credit to show since the processing date. She apologized for the misinformation and handled it very professionally. On top of that, VX reimbursed me for the VS lounge access fee of $35. That was really appreciated and came as a surprise.

In practice, I've never seen refunds take that long from "processing". If you've looked online at your credit card activity and don't see it, I would assume something is wrong, or it hasn't really been "processed" yet. But anyway, it's almost 10 days...

Aviator99 - yes, you are correct. It shouldn't take this long. VX needs to set up a process to handle this type of call better. Why couldn't the agent who took my call yesterday ask for my record locator and inform me that the refund was processed instead of asking me to call back later and have me transferred to Guest Services? That would have diffused my anger and would have been a more efficient approach to handle this situation. Now I have to check with my credit card to make sure the credit is posted.

My thinking (which I admit may be completely wrong, although it's from past experience) is that you really do need to speak with guest services in order to get this question really answered. I think that the *2nd* agent you spoke with did what she could to diffuse your anger, and that *she* is the one who screwed up. The first agent was likely correct in saying that (s)he could not help you. I would not trust anything the 2nd agent said. You *really need* to speak with guest services for anything having to do with past flights. You should have followed the first agent's advice (and now it's too late to call again for today).

Checked my credit card account online today and finally amount is refunded. However, the 2nd agent yesterday made a mistake in quoting me the total amt. refunded. She included the tkt price plus the $35 entrance fee to the lounge as the credit when in reality only the tkt price was refunded. Fair enough.

Thanks for your input aviators99.