Full Refund vs Credit to Travel Bank amid COVID crisis
Jun 17, 2020, 8:40 pm
#286
Join Date: Feb 2020
Posts: 1,203
I'm surprised they processed the refund without you having received the e-mail. I had a cancelled transborder flight in March 2020. Despite calling on two occasions, both agents refused to process the refund until I receive the email in question. Even after checking and telling me I should qualify for a refund.
Jun 17, 2020, 9:10 pm
#287
Original Poster
Join Date: May 2003
Location: Sun Peaks, Taupo.
Programs: NZ Elite, AC SE100K, Westjet Teal, Marriott Bonvoy Gold Elite, Nexus, Global Entry
Posts: 6,129
I'm surprised they processed the refund without you having received the e-mail. I had a cancelled transborder flight in March 2020. Despite calling on two occasions, both agents refused to process the refund until I receive the email in question. Even after checking and telling me I should qualify for a refund.
Needless to say, very happy it is all done.
Westjet will likely see money from me in September for a flight YLW-LGW-YLW if the COVID stars align.Keen to try out their new business class.
Jun 18, 2020, 3:01 pm
#289
Join Date: Sep 2011
Location: YEG
Programs: Marriott TE, AC75K
Posts: 53
At the request of the Department of Transportation, we have reviewed your recent Swoop experience. We appreciate you allowing us the opportunity to respond to your concerns.
In response to US DOT case number PC202005XXXX, which Swoop received on 5/25/2020, we have an important update regarding your transborder flight cancellation. Swoop has determined your booking is entitled to a refund to original form of payment.
Your refund of XXX.XX has been processed to the original form of payment, please allow three to five business days for the refund to be reflected on your credit card statement.
Kind regards,
Crystal Traveller Support Swoop Inc. | FlySwoop.com
Jun 19, 2020, 10:40 am
#290
Join Date: Aug 2003
Location: Canada
Programs: Marriott Plat; Air Canada E75K; Westjet Platinum
Posts: 1,161
I filed a DOT complaint for a May flight to LAS and a June flight to AZA. Both filed on the same day, I received an email from Swoop for the LAS flight that they are processing a refund to original form of payment. Haven't heard anything back about my June AZA flight yet....
At the request of the Department of Transportation, we have reviewed your recent Swoop experience. We appreciate you allowing us the opportunity to respond to your concerns.
In response to US DOT case number PC202005XXXX, which Swoop received on 5/25/2020, we have an important update regarding your transborder flight cancellation. Swoop has determined your booking is entitled to a refund to original form of payment.
Your refund of XXX.XX has been processed to the original form of payment, please allow three to five business days for the refund to be reflected on your credit card statement.
Kind regards,
Crystal Traveller Support Swoop Inc. | FlySwoop.com
At the request of the Department of Transportation, we have reviewed your recent Swoop experience. We appreciate you allowing us the opportunity to respond to your concerns.
In response to US DOT case number PC202005XXXX, which Swoop received on 5/25/2020, we have an important update regarding your transborder flight cancellation. Swoop has determined your booking is entitled to a refund to original form of payment.
Your refund of XXX.XX has been processed to the original form of payment, please allow three to five business days for the refund to be reflected on your credit card statement.
Kind regards,
Crystal Traveller Support Swoop Inc. | FlySwoop.com
Jun 21, 2020, 11:14 am
#291
Join Date: Sep 2011
Location: YEG
Programs: Marriott TE, AC75K
Posts: 53
I did a chargeback with AMEX, alongside the DOT complaint. AMEX temporarily credited both charges back. One of them got charged again to my credit card about 10 days ago (meaning Swoop challenged it and AMEX ruled in their favour). Luckily I just received my 2nd response from the DOT and Swoop has now agreed to provide a refund. So while the AMEX chargeback will give you temporary relief, the DOT complaint for transborder Swoop flights is definitely the way to go.
Jun 22, 2020, 12:55 pm
#292
Join Date: Jun 2020
Posts: 1
I cancelled flights for family members I had booked using RBC Avion points on WestJet flights to the US. The values have been credited to WestJet travel banks (cancellation through RBC Rewards). I have the flyer's names and ticket numbers, but none of them were WestJet Rewards members. Does anyone know how I can access these? Ideally I would transfer it all into my own travel bank, since I'm a member and can easily rebook for them in the future.
Jun 22, 2020, 6:16 pm
#293
Join Date: Dec 2017
Posts: 4
I cancelled flights for family members I had booked using RBC Avion points on WestJet flights to the US. The values have been credited to WestJet travel banks (cancellation through RBC Rewards). I have the flyer's names and ticket numbers, but none of them were WestJet Rewards members. Does anyone know how I can access these? Ideally I would transfer it all into my own travel bank, since I'm a member and can easily rebook for them in the future.
Jun 23, 2020, 6:45 am
#294
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,767
Had my first conversation with WS about a refund the other day - was supposed to be in YLW for a wedding last weekend. The woman I spoke to was very pleasant and sympathetic, and even seemed to acknowledge that the tariff did probably entitle me to a refund, yet was firm that they were not allowed to process any refunds for domestic flight cancellations.
But what really irked me is that, multiple times, she cited the CTA as the reason for WS not providing refunds. Worse than that, it wasn't even done honestly, e.g. "the CTA has said we don't have to provide refunds", it was done in a very weaselly fashion: "the CTA hasn't told us what we're doing on refunds" and "we're waiting on the CTA", implying that WS would like to refund customers but is somehow hostage to the whims of the CTA.
Nothing the CTA has said or done prevents WS (or any other airline) from offering a refund.
What a disgrace.
But what really irked me is that, multiple times, she cited the CTA as the reason for WS not providing refunds. Worse than that, it wasn't even done honestly, e.g. "the CTA has said we don't have to provide refunds", it was done in a very weaselly fashion: "the CTA hasn't told us what we're doing on refunds" and "we're waiting on the CTA", implying that WS would like to refund customers but is somehow hostage to the whims of the CTA.
Nothing the CTA has said or done prevents WS (or any other airline) from offering a refund.
What a disgrace.
Jun 23, 2020, 5:24 pm
#295
Join Date: Jul 2014
Location: YVR
Programs: WS Nothing, AC Something, AS Gold. Too big for 737Max washrooms
Posts: 893
I had exactly the same experience with Garneau. I e-mailed his parliamentary address and got the auto response that told me that for TC issues I should e-mail the other address - which I did. No response after three weeks. I'm not surprised, it's more or less what I expected.
I realize that we all have to do our little bit to get Mr. Garneau his seat on the AC board of directors one day.
I realize that we all have to do our little bit to get Mr. Garneau his seat on the AC board of directors one day.
Zero response from Mr. Garneau or any of his minions after more than 5 weeks.
Jun 24, 2020, 5:17 pm
#296
Join Date: Apr 2019
Location: Copenhagen
Programs: skyteam
Posts: 575
Conservative health critic Matt Jeneroux said the lack of refunds was “unfathomable,” while Bloc Quebecois member Luc Theriault highlighted the $2.61 billion in advance ticket sales Air Canada reported in its quarterly results last month.
“It’s not your money — there’s been no transaction. Where are the funds being kept? Where are the funds?” Theriault asked a company executive.
And on the other hand
The existing tariff never contemplated an event of this kind,” he added. “Obviously the immediate forward picture does not look particularly great…so to suddenly require paying the refunds all at once, which would be in the billions of dollars, could obviously have significant economic consequences for airlines.”
Airline revenue streams have shrunk to five per cent of pre-pandemic levels, with fleets parked and border shutdowns ongoing even as domestic travel demand gradually starts to pick up.
https://www.travelweek.ca/news/air-c...und-questions/
It is not an easy answer, and quite a dilemma.
Last edited by cirrusdragoon; Jun 25, 2020 at 1:52 am
Jun 25, 2020, 9:56 am
#297
Join Date: Jul 2014
Location: YVR
Programs: WS Nothing, AC Something, AS Gold. Too big for 737Max washrooms
Posts: 893
There are so many implications from both sides of the equation. Parliamentarians from the three main opposition parties demanded to know why Canadians who paid for a service that was never delivered have yet to get their money back.
Conservative health critic Matt Jeneroux said the lack of refunds was “unfathomable,” while Bloc Quebecois member Luc Theriault highlighted the $2.61 billion in advance ticket sales Air Canada reported in its quarterly results last month.
“It’s not your money — there’s been no transaction. Where are the funds being kept? Where are the funds?” Theriault asked a company executive.
And on the other hand
The existing tariff never contemplated an event of this kind,” he added. “Obviously the immediate forward picture does not look particularly great…so to suddenly require paying the refunds all at once, which would be in the billions of dollars, could obviously have significant economic consequences for airlines.”
Airline revenue streams have shrunk to five per cent of pre-pandemic levels, with fleets parked and border shutdowns ongoing even as domestic travel demand gradually starts to pick up.
https://www.travelweek.ca/news/air-c...und-questions/
It is not an easy answer, and quite a dilemma.
Conservative health critic Matt Jeneroux said the lack of refunds was “unfathomable,” while Bloc Quebecois member Luc Theriault highlighted the $2.61 billion in advance ticket sales Air Canada reported in its quarterly results last month.
“It’s not your money — there’s been no transaction. Where are the funds being kept? Where are the funds?” Theriault asked a company executive.
And on the other hand
The existing tariff never contemplated an event of this kind,” he added. “Obviously the immediate forward picture does not look particularly great…so to suddenly require paying the refunds all at once, which would be in the billions of dollars, could obviously have significant economic consequences for airlines.”
Airline revenue streams have shrunk to five per cent of pre-pandemic levels, with fleets parked and border shutdowns ongoing even as domestic travel demand gradually starts to pick up.
https://www.travelweek.ca/news/air-c...und-questions/
It is not an easy answer, and quite a dilemma.
What's also 100% true is I didn't receive a reply from Garneas' office. That was my point.
I would be good to have someone in government clearly state what their position on passenger rights is. If we don't have any in this case, then tell us and we can move on. If we do, then tell us how they will be enforced.
Of course. No-one is going to come out and say one way or the other.
Jun 25, 2020, 6:08 pm
#298
Join Date: Jul 2014
Location: YVR
Programs: WS Nothing, AC Something, AS Gold. Too big for 737Max washrooms
Posts: 893
Just received the following e-mail from WS:
"Updated refund information.
As of June 25, 2020 we are processing refunds to original form of payment for guests holding United Kingdom itineraries for travel commencing April 13th to 30th, 2020 and your flight was cancelled due to COVID-19.
You have already been provided a full travel credit to Travel Bank, which can be redeemed at any time in the next 24 months.
If you would prefer a refund to your original form of payment, please call us at 1-888-937-8538 and have the booking confirmation number below on hand to discuss your refund options.
Eligible booking confirmation number: XXXXX
If you have another flight outside of this date range, you may be contacted via email at a later date.
If you booked through a Travel Agent (online or directly), Corporate Travel arranger, or another airline, please contact them directly to discuss refund options.
The situation around COVID-19 has and continues to be fluid and we thank you for your support and patience as we navigate through these unprecedented times."
So, I'll be calling in....
"Updated refund information.
As of June 25, 2020 we are processing refunds to original form of payment for guests holding United Kingdom itineraries for travel commencing April 13th to 30th, 2020 and your flight was cancelled due to COVID-19.
You have already been provided a full travel credit to Travel Bank, which can be redeemed at any time in the next 24 months.
If you would prefer a refund to your original form of payment, please call us at 1-888-937-8538 and have the booking confirmation number below on hand to discuss your refund options.
Eligible booking confirmation number: XXXXX
If you have another flight outside of this date range, you may be contacted via email at a later date.
If you booked through a Travel Agent (online or directly), Corporate Travel arranger, or another airline, please contact them directly to discuss refund options.
The situation around COVID-19 has and continues to be fluid and we thank you for your support and patience as we navigate through these unprecedented times."
So, I'll be calling in....
Jun 25, 2020, 6:20 pm
#299
Join Date: Feb 2020
Posts: 1,203
Just received the following e-mail from WS:
"Updated refund information.
As of June 25, 2020 we are processing refunds to original form of payment for guests holding United Kingdom itineraries for travel commencing April 13th to 30th, 2020 and your flight was cancelled due to COVID-19.
You have already been provided a full travel credit to Travel Bank, which can be redeemed at any time in the next 24 months.
If you would prefer a refund to your original form of payment, please call us at 1-888-937-8538 and have the booking confirmation number below on hand to discuss your refund options.
Eligible booking confirmation number: XXXXX
If you have another flight outside of this date range, you may be contacted via email at a later date.
If you booked through a Travel Agent (online or directly), Corporate Travel arranger, or another airline, please contact them directly to discuss refund options.
The situation around COVID-19 has and continues to be fluid and we thank you for your support and patience as we navigate through these unprecedented times."
So, I'll be calling in....
"Updated refund information.
As of June 25, 2020 we are processing refunds to original form of payment for guests holding United Kingdom itineraries for travel commencing April 13th to 30th, 2020 and your flight was cancelled due to COVID-19.
You have already been provided a full travel credit to Travel Bank, which can be redeemed at any time in the next 24 months.
If you would prefer a refund to your original form of payment, please call us at 1-888-937-8538 and have the booking confirmation number below on hand to discuss your refund options.
Eligible booking confirmation number: XXXXX
If you have another flight outside of this date range, you may be contacted via email at a later date.
If you booked through a Travel Agent (online or directly), Corporate Travel arranger, or another airline, please contact them directly to discuss refund options.
The situation around COVID-19 has and continues to be fluid and we thank you for your support and patience as we navigate through these unprecedented times."
So, I'll be calling in....
Jun 26, 2020, 5:46 am
#300
Join Date: Apr 2014
Posts: 117
Question for those far more experienced than I...
We had a ticket booked from Halifax to West Palm Beach, Florida for March 13-22, which we canceled the week before. I contacted Westjet and was told that because we cancelled the flight, we were not entitled to a refund even though the other parameters were met.This confuses me because the dates on the chart someone previously posted began on March 1 when flights were not yet cancelled by the airlines. Has anyone had a similar experience? Thanks
We had a ticket booked from Halifax to West Palm Beach, Florida for March 13-22, which we canceled the week before. I contacted Westjet and was told that because we cancelled the flight, we were not entitled to a refund even though the other parameters were met.This confuses me because the dates on the chart someone previously posted began on March 1 when flights were not yet cancelled by the airlines. Has anyone had a similar experience? Thanks