Right around a month ago I had one of the most frustrating calls (actually, set of calls) I’ve ever made to a travel provider. My United itinerary scheduled to return from Denmark on March 31 had both additional and canceled flight segments on the itinerary. Given that Air New Zealand wasn’t going to be operating the LHR-LAX fifth freedom long-haul, I figured this would surely entitle me to a complete refund per DOT policy.
Except it didn’t. At least that’s what United kept saying. Until they filled their coffers with taxpayer cash, that is. Now everyone gets a refund for a canceled award ticket. While I’m happy about the policy change, it shouldn’t have taken these lengths to get them to budge.
With that experience in the rear-view mirror, I drug my feet for weeks to make a second call.
Trying to Cancel a Ticket Booked Through Chase
One of the reasons I try not to use third-party travel providers is the finger-pointing that tends to happen. It’s easy to get caught in the trap of each one telling you talk to the other. Booking through Chase Travel has this risk, as you end up speaking with Expedia agents on the back end.
This was the situation in which I found myself after British Airways canceled my outbound flight. I suspected that the flight would not operate, so I waited as long as possible to call. The day after scheduled departure, I finally gave Chase Travel a call.
Their response was a bit frustrating. Yes, they saw that British Airways canceled the flight. However, I would need to call Finnair to ask for a refund for the British Airways cancellation, as it was sold as a codeshare. Then I’d need to call Chase/Expedia to process the refund. Okay then. More time investment ahead.
Calling Finnair
Tired of phone calls with airlines and hotels, I procrastinated calling Finnair. Fast-forward to yesterday, over three weeks later, when I finally called them up. Hopefully the enormous volume of phone calls would be a thing of the past and I’d be able to quickly speak with an agent.
This was a good assumption, as I was connected in under 5 minutes. And boy, was it an easy phone call. The agent saw that the flight had been canceled, and he added a note to the reservation detailing that it is eligible for a full refund. I received the confirmation email a few minutes later. Easy peasy.
Now it was time to call Chase Travel again.
Back to Chase I Go
The Chase agent asked for all the same information as the first time: credit card number I used to book the ticket, itinerary confirmation number, etc. I then explained the situation and the notes in the reservation. The agent placed me on hold to look into the issue.
The hold lasted about 10 minutes, longer than I’d expected. She said that she had the ticket number and itinerary, but was “having trouble accessing the information” on the reservation. Okay. She said she needed to reach out to Finnair directly. Which meant another, extended hold.
I just didn’t know how extended it would be. The 2-hour mark came and went on the phone, and I was still listening to the hold music. Finally, just about when I was going to throw in the towel, she came back on the line and apologized for the insane wait.
The result: bad and confusing news. Finnair could see the ticket, but they couldn’t pull up the amount of the refund. This ticket is half flown, so Chase couldn’t just fill in the total paid, I guess. Finnair is entirely willing to offer a refund, yet they can’t tell me how much. And Chase won’t issue it until Finnair does.
Which will take “up to 8 weeks” to resolve. Yikes. This might be Finnair’s way of holding onto cash as long as possible. Lufthansa is flat out asking to break EU regulations and not issue refunds. Other airlines have been given similar concessions, including Brazilian companies (even beyond airlines) that let them hold onto people’s money for a full year.
Edit: It appears that the sheer number of backlogged refund requests is the reason for the 8-week lag.
Will This Saga Conclude?
The Chase rep gave me her assurances that they would follow up and have things resolved as soon as possible, sending me an email once they could process the refund. I put the odds of that actually happening somewhere between 0 and nil, given the 8-week lag time. I’ll certainly need to call again.
Even though the pandemic situation is out of their control, the airlines are still not providing the promised service, and I’m glad Finnair didn’t push back at my refund request. Yet it’s simultaneously frustrating that they won’t/can’t provide it promptly.
The European Union did make it very clear to carriers that passengers are entitled to refunds for COVID-19 cancellations. This may just be as much of a “game” as Finnair is willing to play with passengers, or there is some other arcane reason why they honestly can’t calculate the refund amount. I’m not going to miss the ~$200 I’m owed, at least not over the course of two months.
Anyone else have an interesting cancellation experience with a European airline?
You really should have checked the Finnair web site on the wait time – it’s been listed as eight weeks since the end of March (it was previously four weeks). It just seems they don’t have enough resources for refund processing. I’ll let you know when mine comes through if you like, as it looks like we both requested a refund around the same time. My refund e-mail issued from Finnair on 27 March.
That would have been helpful for sure! 😉 I caught that bit of info after running this post. I’m glad it is just a lag time due to volume instead of Finnair trying to get out of issuing refunds.
I feel your pain 🙁 I’m going through the same thing right now with a cancelled Delta flight, booked through the Chase Travel portal using 55k Ultimate Rewards points.
* Round 1: 1.5 hours on the phone with a Clueless Magoo Expedia agent who insisted that my ONLY option was to accept an $861 Delta credit for use on a future Delta ONLY flight. Nope, nope, nope.
* Round 2: This was a week later, and was going MUCH better, as the lovely “Michelle” agreed that I was, indeed, entitled to a refund to my original form of payment (i.e., UR points), and she worked doggedly for an hour to make that happen … but alas, her computer refused to cooperate 🙁 She finally took my number, said she’d reboot and call me back when she was up and running, which she did … but still couldn’t make it happen 🙁 So she gave me another Chase Travel number to call, hoping that another agent’s computer would work.
* Round 3: I immediately called the number she’d given me, and was connected to a very nice, but very SSLLLOOOOWWWW agent; it took him three tries to get my name and card number correct, another three tries to get the PRN correct, and then many, many “two or three minutes on hold” while he went to “look into the informtion.” (Not sure what more information he could possibly find, as I’d fed it all to him already.)
It took my slow-talkin’ friend another hour or so (actual phone time interspersed with many holds) to finally reveal the secret to getting the URs back: I would have to visit the Delta web site, find the “refunds” form, and fill that out. Then Delta would scrutinize it, decide whether it fit their criteria for a “refund to original form of payment,” and if so, they would give me a “waiver code,” which I would then present to Chase in order to get my 55k URs back. He didn’t even venture a guess as to how long this might all take, and I didn’t ask, because I didn’t have enough wine in the house.
Translation: Let’s make this so horrifically convoluted that people will just give up and accept vouchers, because it’s easier :-/
But 55k can get me a comfy Business-class seat from here to Europe, which I’m not likely to find using $861 on Delta, where even coach seats from BOS-DUB are currently priced at $1,200–$1,500. So I’ll hold out for the 55k, thanksverymuch, even though the Delta “refund” form warns that it will take up to 30 days for them to “review” my request.
What the heck … I’m not going anywhere in the next 30 days, so review away, Delta. Enjoy.
Man….that sounds horrible! The long wait and hold times are unfortunately par for the course. I hope you eventually get everything back!
Your experience makes me feel better about my decision to transfer Chase UR points to Southwest to book tickets to Hawaii in the fall, rather than using the UR points to book flights directly on Hawaiian Air. It means I won’t earn any miles/points. But who knows what will be flying in October, so this way I only have to deal with Southwest. Simplicity is king right now, so Southwest may get a lot of my business.
So true! I love booking flights for free through the Chase portal when there are fantastic deals, but the headache after the fact in dealing with Expedia is so frustrating.
I will never use any OTA, including Amex, Citi, or Chase after trying to get a refund as well. Adding a 3rd party to the hassle of getting a refund just isn’t worth it.
Ditto, Steven — I don’t care how tempting the prices look. I don’t ever want to go through this again. Fighting with Expedia is like having a part-time job, only it doesn’t pay very well :-/
Interesting. I also had/have a FinnAir codeshare operated by BA; Return ticket from ARN to LAX- that said, i never had the opportunity to fly any segment of my April flights will all segments cancelled by BA. Hoping this goes a lot more smoothly and quickly than your experience…
I hope so! but if it is Finnair who needs to process the refund, I bet it’s the same 8 weeks. 🙁
Had 26 segments impacted personally. Requires a lot of patience and humility. I’m working to get back 400,000+ points and maybe $5k in cash for all them.
As much as Chase and Amex travel has been a pain for this… it’s part of the game.
Doesn’t bother me, and it’s a cost of getting the massive value I get from them normally.
I also wouldn’t blame them at all. Blame your fellow humans for panicking first, they started this mess.
So, I’m not sure it’s worth complaining about, especially publicly. Do the work, get your points back, be patient 8-12 weeks, and come back to us after you’ve exercised patience to follow their protocols for a refund.
This, really, isn’t news…
I can totally be patient. I’m fine with this timeline as they are offering complete refunds, rather than the “we’ll only refund you if you pay us” answer that United gave me.
Not news, but I did want to offer my experience. With multiple canceled tickets now, I can’t wait to get traveling again!