Question: I’ve been having trouble getting a refund from a flight that was canceled. I bought a ticket through CheapOair for a nonstop flight from Chicago to Milan for $670. A few months later, I got an email from them that the flight had been canceled.
They offered a substitute flight that was in no way comparable, so I called them and requested a refund. They said I had to take it up with the airline, which was Air One out of Italy, so I called them and they said no, that I must request the refund through CheapOair.
I then spent about an hour on the phone with CheapOair, explaining my situation over and over again with different agents that I was transferred to. Finally I spoke with someone who confidently said, yes, it would be no problem for me to get a refund, but that it might take up to 12 weeks.
More than three months later, I still hadn’t received my money, so I called the CheapOair agent I had spoken to before and no one seemed to know who she was. I spent another hour being transferred from person to person at CheapOair and the consensus with them was, “What refund? You need to request that through the airline.”
So I spoke with someone at Air One again and they very firmly repeated what they had said before — that they would definitely provide a refund but that the proper channel was through CheapOair. Many phone calls and many hours later I still had gotten nowhere with CheapOair.
It’s now been almost a year since I first asked for a refund. Help! — Dani Lind, Soldiers Grove, Wis.
Answer: CheapOair should have helped you get a quick refund from Air One. As your travel agent, CheapOair should have advocated for you, rather than sending you directly to the airline for help.