The on-line booking company Ovago owes Daniel Quinn-Shea a refund for tickets to Lisbon that the airline canceled last 12 months. That fact is not in dispute. So why is it taking so extensive for the firm to process the payment?
In December 2019, I booked 4 airline tickets from Seattle to Lisbon from Ovago, an on the internet journey agency. As our journey day approached final Might, I turned anxious about our flights, so I contacted our airways (Air Canada and Lufthansa). A agent explained to us that the airline experienced canceled our flights and that I necessary to discuss to Ovago about a refund.
I contacted Ovago and a agent explained to me they were being in the approach of determining refunds, and that we would possible obtain a refund, significantly less a “processing fee”. An Ovago consultant promised to get hold of us with further more details.
No a single identified as or arrived at out, so I known as Ovago. An agent explained to me they were functioning on it and that they would get back to me as before long as they heard from the airline. I under no circumstances heard from anybody at the business.
I submitted an unsuccessful credit history card dispute and an unsuccessful criticism with the Buyer Safety Division of the Washington State Lawyer General’s office. Although that grievance was in process, having said that, we gained an e-mail from Ovago which mentioned a total refund is permitted. We have mountains of documentation demonstrating our efforts to get our refund from Ovago in compliance with their stated plan of “a whole refund if the flight is canceled”. Can you aid us get our $4,722 back? — Daniel Quinn-Shea, Seattle
If your airways canceled your flights, you need to get a quickly and total refund. I cannot think your credit score card company didn’t see it that way and sided with the on the internet journey company.
Yours was a complex case. For starters, Ovago preferred communicating by cellphone. That usually means you never gained something in writing to confirm your refund request very last yr. The only penned reaction seems to be Ovago’s rebuttal to your credit rating card dispute and a transient acknowledgment that it would procedure a refund previously this calendar year. Which is unlucky.
It appears to be as if your on line company made some claims about your tickets that you say have been untrue. That even further clouded the challenge, and it may well have puzzled your credit rating card issuer. A different unlucky point: Filing a credit score card dispute can even more slow a refund. I believe that may well have transpired in your situation.
Just a small nudge, and here’s your refund from Ovago!
In a great world, the two your on the net vacation agency and credit history card business would be on your side, preventing to make sure you receive a well timed refund from an airline.
Don’t forget, beneath Division of Transportation restrictions, if an airline cancels your flight, you’re entitled to a refund inside 7 business days if you paid out by credit rating card and 20 organization times if you compensated by hard cash or verify. The airline can’t drive you to accept a ticket credit history.
I feel Ovago just needed a nudge. It had currently agreed in crafting to give you a whole refund. I contacted the company, and you been given your $4,722 back.