airline refund

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Jun 30, 2020
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We booked flights from Chicago to Johannesburg, South Africa on Feb 27th 2020 via ASAP tickets (company) to fly on KLM.
The airline cancelled our flights. We were to fly May 25th 2020.
I understand from my initial contact with the Help desk that airlines that fly in and out of the USA must comply with the US Department of Transportation rules - airline cancels flight then they must refund.
I have contacted the travel agent several times about getting a refund. I also called KLM and spoke with Franchesca (agent id 9725) on 4/24/20 and was told that I had to go through the agent. The agent said it would be about 2 months to get the refund. I recently contacted them again to ask the progress since the 2 month mark is approaching.
Now the agent tells me that the airlines are only giving vouchers, despite me pointing out that since the flight originated in the USA they must provide a refund.
Do I have that correct? or because it is a "foreign" airline they don't have to follow the law?
We have over $6800. in tickets. I am not interested in the vouchers, I need the money.
Thank you for your help.
 

Neil Maley

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www.promalvacations.com
Wrong. The airline has to comply with DOT regulations. BUT- and this is a big but- because you booked through third party and not directly through the airline, the agency doesn’t have to adhere to those rules.

What I would suggest is to go back to the agency and tell them they are mistaken- even foreign airlines have to comply if the flight lands or takes off from the US. And tell them you will be filing a complaint with the DOT.

Here is the requirement:


Here is where you can and should file the complaint.

 
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Jun 30, 2020
7
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Wrong. The airline has to comply with DOT regulations. BUT- and this is a big but- because you booked through third party and not directly through the airline, the agency doesn’t have to adhere to those rules.

What I would suggest is to go back to the agency and tell them they are mistaken- even foreign airlines have to comply if the flight lands or takes off from the US. And tell them you will be filing a complaint with the DOT.

Here is the requirement:


Here is where you can and should file the complaint.

I did tell them of the requirement and said it was the law. please see the following:
Diane Rohan <[email protected]>
Fri, Jun 26, 5:51 PM (4 days ago)
to Jairo

Hi Jairo,
I'm sorry to hear you were ill.
There has been a lot of information published about the rules and laws governing refunds.
I reached out to a help desk on travel through the Minneapolis Star and Tribune and was directed to the following:
https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
By law, since the airline cancelled our flights, they MUST provide a refund.
Even if the ticket was "non- refundable"
I expect our refund.
Please reply
Diane
Am I Entitled to a Refund?
In the following situations, passengers are entitled to a refund of the ticket price and/or associated fees.
  • Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel.
  • Non-refundable tickets - Passengers who purchase non-refundable tickets are not entitled to a refund unless the airline makes a promise to provide a refund or the airline cancels a flight or makes a significant schedule change.

Jairo C
Fri, Jun 26, 9:46 PM (4 days ago)
to me

Hi Diane, I understand what you are saying, but I'm just letting you know what the airline told us. Apart from that, I don't know what else to tell you to be honest, because we move according to the airline policies. I'm sorry.


Note: Edited by a moderator to remove personal email address
 
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