Dear Travel TROUBLESHOOTER: I booked 4 airline tickets from Seattle to Lisbon from Ovago, an on line travel company, in December 2019. As our vacation day approached final Might, I grew to become anxious about our flights, so I contacted our airways (Air Canada and Lufthansa). A representative told us that our flights had been canceled and that I needed to discuss to Ovago about a refund.
I contacted Ovago, and a representative told me they were being in the process of identifying refunds, and that we would likely receive a refund, less a “processing cost.” An Ovago agent promised to get hold of us.
No a person named or attained out, so I named Ovago. An agent told me they ended up operating on it and that they would get again to me as quickly as they heard from the airline. Ovago never ever identified as us.
I submitted an unsuccessful credit score card dispute and an unsuccessful complaint with the Buyer Security Division of the Washington State Lawyer General’s office. While that complaint was in process, nonetheless, we received an e mail from Ovago that reported that a full refund is authorized. We have mountains of documentation about our striving to get a refund from Ovago in compliance with their said plan of “a complete refund if the flight is canceled.” Can you assistance us get our $4,722 again?
— Daniel Quinn-Shea, Seattle
Reply: If your airways canceled your flights, you should really get a rapidly and full refund. I can not believe that your credit score card business didn’t see it that way and sided with the on the net travel agency.
Yours was a complex circumstance. For starters, Ovago preferred speaking by telephone. That usually means you under no circumstances acquired just about anything in producing to ensure your refund request previous yr. The only published reaction seems to be Ovago’s rebuttal to your credit history card dispute and a quick acknowledgment that it would process a refund before this 12 months. That’s unlucky.
It seems to be as if your on the internet company produced some statements about your tickets that you say ended up untrue. That further clouded the concern, and it may perhaps have bewildered your credit history card issuer. An additional unfortunate point: Filing a credit card dispute can additional gradual a refund. I believe that may well have occurred in your situation.
In a perfect globe, both equally your on-line journey agency and credit card company would be on your facet, preventing to guarantee you acquire a timely refund from an airline.
Keep in mind, underneath Section of Transportation rules, if an airline cancels your flight, you are entitled to a refund inside seven small business days if you paid by credit history card and 20 company times if you paid by hard cash or look at. The airline can’t pressure you to settle for a ticket credit score.
I think Ovago just needed a nudge. It had by now agreed in composing to give you a entire refund. I contacted the enterprise, and you been given your $4,722 again.