Last week I wrote about how Avianca had canceled our flight in Ecuador from Guayaqil to the Galapagos.
When I found out that our flight was canceled (we would’ve canceled if the airline didn’t), Avianca stated that the ticket would remain valid until we had a new travel date.
When an airline cancels a flight, I think it’s fair for us to expect a refund not the opportunity to pick a new future travel date.
Prior to finding out about the flight cancelation, I tried filling out an online refund form without success. Calls to reach the airline were also unsuccessful.
After I received the cancelation e-mail, I again tried filling out the online refund form and also tried calling. Both attempts have been a waste of time. I also sent a direct message to Avianca through Twitter. No, they have not responded…
Reaching out to the credit card company:
Kim charged the flight to her new Capital One credit card so we decided to reach out to them to dispute the charge (which hasn’t yet been paid).
The representative understood our argument and took down some details related to the flight and the cancelation. We clearly stated that the airline canceled the flight and would not be fulfilling their services.
As of now, the credit card company said they will be reaching out to Avianca and the bill has been charged back (or something like that).
I guess we’ll see if Capital One can get through to Avianca.
Filing a DOT Complaint:
I was debating whether or not we should file a complaint with the DOT. A comment from a reader on my previous post convinced me to do so.
I received a response Alexander A. Taday III, the Director of Civil Rights Advocacy Aviation Consumer Protection Division US Department of Transportation that my complaint was being forward to the airline. The e-mail mentioned that they ask the airline to respond to me directly with a response within 60 days.
We’re sill going to try to call Avianca but we don’t expect to get through due to how calls have went previously. However, between the credit card company dispute and DOT complaint, I feel confident that we’ll be to get this settled and be refunded for the flight.
Is it just me… I find it extremely ridiculous how an airline thinks it’s fair to keep a customer’s money for a flight THEY CANCELED! Did they provide the service the customer booked? NO! So how can can they tell us that we can rebook the flight in the future and not refund us? It just doesn’t make sense.