Pricey Journey TROUBLESHOOTER: I booked 4 airline tickets from Seattle to Lisbon from Ovago, an online journey agency, in December 2019. As our journey date approached previous May perhaps, I became concerned about our flights, so I contacted our airlines (Air Canada and Lufthansa). A agent instructed us that our flights had been canceled and that I desired to talk to Ovago about a refund.
I contacted Ovago, and a consultant told me they were in the process of analyzing refunds, and that we would probable get a refund, less a “processing payment.” An Ovago consultant promised to get in touch with us.
No 1 called or arrived at out, so I called Ovago. An agent explained to me they had been working on it and that they would get back to me as before long as they read from the airline. Ovago hardly ever known as us.
I filed an unsuccessful credit rating card dispute and an unsuccessful complaint with the Buyer Defense Division of the Washington Point out Attorney General’s workplace. Though that grievance was in approach, even so, we acquired an electronic mail from Ovago that claimed that a comprehensive refund is authorized. We have mountains of documentation about our hoping to get a refund from Ovago in compliance with their mentioned policy of “a comprehensive refund if the flight is canceled.” Can you aid us get our $4,722 back again?
— Daniel Quinn-Shea, Seattle
Reply: If your airways canceled your flights, you should get a rapid and total refund. I cannot think your credit rating card corporation did not see it that way and sided with the on the net journey company.
Yours was a challenging situation. For starters, Ovago chosen speaking by mobile phone. That usually means you never ever been given everything in crafting to ensure your refund request previous yr. The only prepared reaction appears to be Ovago’s rebuttal to your credit card dispute and a transient acknowledgment that it would procedure a refund previously this year. That is unlucky.
It seems to be as if your on the net agency built some promises about your tickets that you say were untrue. That even further clouded the challenge, and it may have bewildered your credit score card issuer. A different unfortunate actuality: Filing a credit rating card dispute can more gradual a refund. I imagine that might have transpired in your situation.
In a ideal world, both equally your on-line journey company and credit score card organization would be on your aspect, battling to assure you get a timely refund from an airline.
Don’t forget, beneath Department of Transportation regulations, if an airline cancels your flight, you’re entitled to a refund inside 7 small business days if you compensated by credit history card and 20 business times if you paid by income or look at. The airline simply cannot power you to accept a ticket credit.
I consider Ovago just essential a nudge. It experienced by now agreed in crafting to give you a entire refund. I contacted the organization, and you obtained your $4,722 back.