Febs
Established Member
- Joined
- Aug 15, 2006
- Posts
- 1,671
Rant time (I know airlines are notorious for slow refunds and poor customer service, but this is ridiculous.)
In September 08 I took a DONE4, and I won't go into details, but I had to purchase an additional airfare on AA for ~$1,300AUD. I ended up not using this, and as it was a Business-class fare, it was fully-refundable.
My TA chased it up with AA, and after weeks of no response, finally received word that they would refund the full amount.
That was in October. November and December pass - no word and no refund.
January - I ask my TA to chase it up again. The same customer relations officer replies to the TA saying "sincere apologies" etc... and she would ensure the refund is processed ASAP.
February - still nothing.
I'm over in the US at the moment so I decide to call the refund line (+1 918-254-3777). After being cut off 4 times, I get through (apparently to a "supervisor") and get told that, despite her actually working in the refunds department, she's unable to tell me anymore about the status of my claim other than "it's in progress". :shock: She also can't put me through to the people who can tell me more about my refund, nor can she put me through to a complaints line...because they don't have one. :shock::shock::shock: She advises I fax in all prior correspondence (i.e. e-mails from Oct and Feb saying "Yes we'll refund your money") and they will investigate. How long will this take? A month she says.
One month...after 4 months have already gone by.
I know getting a refund from an airline can be like getting blood from a stone, but this is a joke. I had a refund from VirginBlue come within 2 days recently...surely it can't be that hard.
(To make matters even more complicated, my AMEX card number is changing at the end of this month. I'll advise them the new one, but hopefully that doesn't further delay things.)
Actually, on that note...is there any chance at all that I can call AMEX and request a refund from them due to an incorrect charge? I'm no doubt clutching at straws here, given the original charge was in September...
Thanks for listening to my rant.
Cheers,
- Febs.
In September 08 I took a DONE4, and I won't go into details, but I had to purchase an additional airfare on AA for ~$1,300AUD. I ended up not using this, and as it was a Business-class fare, it was fully-refundable.
My TA chased it up with AA, and after weeks of no response, finally received word that they would refund the full amount.
That was in October. November and December pass - no word and no refund.
January - I ask my TA to chase it up again. The same customer relations officer replies to the TA saying "sincere apologies" etc... and she would ensure the refund is processed ASAP.
February - still nothing.
I'm over in the US at the moment so I decide to call the refund line (+1 918-254-3777). After being cut off 4 times, I get through (apparently to a "supervisor") and get told that, despite her actually working in the refunds department, she's unable to tell me anymore about the status of my claim other than "it's in progress". :shock: She also can't put me through to the people who can tell me more about my refund, nor can she put me through to a complaints line...because they don't have one. :shock::shock::shock: She advises I fax in all prior correspondence (i.e. e-mails from Oct and Feb saying "Yes we'll refund your money") and they will investigate. How long will this take? A month she says.
One month...after 4 months have already gone by.
I know getting a refund from an airline can be like getting blood from a stone, but this is a joke. I had a refund from VirginBlue come within 2 days recently...surely it can't be that hard.
(To make matters even more complicated, my AMEX card number is changing at the end of this month. I'll advise them the new one, but hopefully that doesn't further delay things.)
Actually, on that note...is there any chance at all that I can call AMEX and request a refund from them due to an incorrect charge? I'm no doubt clutching at straws here, given the original charge was in September...
Thanks for listening to my rant.
Cheers,
- Febs.
