Over Spring Break, the Michael W Travels family was supposed to head to Ecuador and the Galapagos Islands but COVID-19 had other plans.
We were supposed to fly from New York to Guayaquil, Ecuador on JetBlue. That flight was canceled and we received a refund of our miles and taxes paid. Soon after, Avianca canceled our flight from Guayaquil to the Galapagos.
The charge to our Capital One card hadn’t yet been paid and we hoped it would just be a simple refund of some sort. It didn’t make sense that we’d have to pay for a service an airline didn’t provide.
Based on e-mails we received from Avianca, they said we could reschedule our flight for the future. This isn’t like rescheduling a flight for an hour or a day later, who knows when travel will be back to normal again!
We tried reaching out to the airline to request a refund but had no luck. We also failed in filling out an online refund. For more details, check out my post REFUND Us: Avianca Cancels Flight, Says We Can Rebook Until 3/21.
The following week, I posted a follow-up regarding where we stand with getting a refund from Avianca.
We reached out to the credit card company which was of little help. They contacted Avianca and the airline sent them documentation of the flight booking we had made. There was no disputing that we booked the flight, our dispute is regarding why we should pay for a flight they canceled!
A month later the charge reappeared on our credit card. We contacted Capital One and they were able to email us a unique link to a site to upload our statement and documents of proof. The charge has not been paid and we are waiting for another response from Capital One.
We also filed a DOT complaint. We’ve since received a response from a legal analyst from Avianca. We were told to either reschedule our flight in the future or put in for a refund online. Initially, I responded to the e-mail with some questions but never got another response!
This led me to reach out to the DOT representative who was dealing with my case. I got a response within a day that my complaint would be sent to Avianca again.
In the meantime, I was finally able to apply for a refund on Avianca.com. Besides getting a confirmation, I’ve heard nothing about this since.
Less than a week ago, I got a response from a different Avianca legal analyst. I was told, “We have received your complaint; we are analyzing your case here in Ecuador, and will answer you back as soon as possible.”
While all of this has transpired, Avianca has filed for Chapter 11 bankruptcy. I’m not thinking that an opportunity to get a flight credit or rebook looks like a great option.
Regardless, I am now waiting on three things.
- What will Capital One rule on our dispute? Will they actually look at the evidence we provided or accept the fact that we did book a flight?
- Will Avianca respond to a refund request or will we be left to wait?
- When will I hear back from our second DOT complaint from Avianca? How long will this case analysis being done in Ecuador take to complete?
If you’re having similar issues with a canceled Avianca flight, let us know where you’re at in terms of trying to get a refund.