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COVID When an airline cancels your flight and refuses refund

jfairclough

New Member
Camino(s) past & future
Primitivo planned for 2020
Hello everyone
I'm just curious if anyone bumped into the situation where your airline cancelled your flight to get to Spain and refused the refund? I had a flight on June 28 to Madrid via Lisbon and a return on the 20th of July. Was not surprised that TAP Portugal cancelled my flights but was dismayed to hear they don't issue refunds and only gave me a credit until Oct. 30, 2020 - which will not work for me to travel because of my job schedule. I have thoughts on how to see if I can get my money back but wondering if anyone else experienced this and if they have any advice. I know being out $700 will not change mylife but it would be nice. Thanks all.
 
Camino(s) past & future
Lycra tribe.
CF (2017/8), VF (2018/9), Old Way (2020), VFnS (2020), CP (rebooked) (2021), VdT (ToDo)
Check this site. It's ADR - the formal consumer dispute resolution system for airlines. TAP will be covered

https://www.aviationadr.eu/

There is a pre-ADR list of things to do. If you still are not happy after 8 weeks then you can use the system. There may be a local, Portuguese, reason for not following the normal refund rules. For example, I had a ferry booking and the local Greek laws were changed to make the credit compulsory but a refund if the credit was not used after 18 months. There may be something similar but the ADR is there to clarify the issues.
 
Camino(s) past & future
Frances (2014), Camino Inca (2015), Primitivo (2017), Portugues (2018), Finisterre (2018)
Hello everyone
I'm just curious if anyone bumped into the situation where your airline cancelled your flight to get to Spain and refused the refund? I had a flight on June 28 to Madrid via Lisbon and a return on the 20th of July. Was not surprised that TAP Portugal cancelled my flights but was dismayed to hear they don't issue refunds and only gave me a credit until Oct. 30, 2020 - which will not work for me to travel because of my job schedule. I have thoughts on how to see if I can get my money back but wondering if anyone else experienced this and if they have any advice. I know being out $700 will not change mylife but it would be nice. Thanks all.
Every one of the airlines that I was using (Westjet, Air Canada, Aer Lingus, Vueling) cancelled my flights, and at first said that my only options were to change my date of travel or to receive a "credit". I found that by phoning and insisting on a refund, as is my right, I have been able to get a guarantee of a refund from all of them. Granted, I am still waiting for the Aer Lingus refund to be put into my credit card account as they indicated that it would take up to 8 weeks. Unfortunately it seems that all the airlines are playing a game of "chicken" with us - who will blink first? If they make it difficult, and time-consuming, they may get people to agree to a credit rather than a refund.
 

wayfarer

Moderator
Staff member
Camino(s) past & future
SJPP-Santiago-Finistera-Muxia. April/May 2012
Sarria-Santiago Sept. 2013
SJPP - Almost Orrison April 2014

trecile

Camino Addict
Camino(s) past & future
Francés (2016 & 2017), Norte (2018), Francés-Salvador-Norte (2019), Portuguese (2019)
Hello everyone
I'm just curious if anyone bumped into the situation where your airline cancelled your flight to get to Spain and refused the refund? I had a flight on June 28 to Madrid via Lisbon and a return on the 20th of July. Was not surprised that TAP Portugal cancelled my flights but was dismayed to hear they don't issue refunds and only gave me a credit until Oct. 30, 2020 - which will not work for me to travel because of my job schedule. I have thoughts on how to see if I can get my money back but wondering if anyone else experienced this and if they have any advice. I know being out $700 will not change mylife but it would be nice. Thanks all.
If you have already accepted the credit I don't know it it's too late to insist on a refund.
 

Camino Chrissy

Take one step forward...then keep on walking..
Camino(s) past & future
Frances 2015;
Norte/Primitivo 2016;
Frances 2017;
Le Puy 2018;
Portuguese/FishermanTr. 2019
I had to make six phone calls over almost a two month period to get my refunds from Expedia and Orbitz. It was rewarding to finally see the amounts posted back to my credit card....a long and grueling process as I was often on hold for over an hour, but it finally worked out as I refused the vouchers and credits they kept offering.
 

Garry Collins

New Member
Camino(s) past & future
2014 Frances to Santiago de Compostella
Hello everyone
I'm just curious if anyone bumped into the situation where your airline cancelled your flight to get to Spain and refused the refund? I had a flight on June 28 to Madrid via Lisbon and a return on the 20th of July. Was not surprised that TAP Portugal cancelled my flights but was dismayed to hear they don't issue refunds and only gave me a credit until Oct. 30, 2020 - which will not work for me to travel because of my job schedule. I have thoughts on how to see if I can get my money back but wondering if anyone else experienced this and if they have any advice. I know being out $700 will not change mylife but it would be nice. Thanks all.
 

Garry Collins

New Member
Camino(s) past & future
2014 Frances to Santiago de Compostella
Hello fellow Camino . I booked for my wife and her2 sisters Air Portugal some $900 and have had the same redponse as you . Three other airlines are refunding money to me but not Air Portugal . Im in Australia and will now phone them direct insistingon a refund as it appesrs we wont be able to travel to 2031 . At this time the best they offer is a credit till late 2020 which is unacceptable . Can you also make a call to them ...regards Garry from Newcastle.
 

Garry Collins

New Member
Camino(s) past & future
2014 Frances to Santiago de Compostella
Hello fellow Camino . I booked for my wife and her2 sisters Air Portugal some $900 and have had the same redponse as you . Three other airlines are refunding money to me but not Air Portugal . Im in Australia and will now phone them direct insistingon a refund as it appesrs we wont be able to travel to 2031 . At this time the best they offer is a credit till late 2020 which is unacceptable . Can you also make a call to them ...regards Garry from Newcastle. Sorry that should read 2021 nor 31.
S
 

JanelMcB

Active Member
Camino(s) past & future
CF (2018)
Hello everyone
I'm just curious if anyone bumped into the situation where your airline cancelled your flight to get to Spain and refused the refund? I had a flight on June 28 to Madrid via Lisbon and a return on the 20th of July. Was not surprised that TAP Portugal cancelled my flights but was dismayed to hear they don't issue refunds and only gave me a credit until Oct. 30, 2020 - which will not work for me to travel because of my job schedule. I have thoughts on how to see if I can get my money back but wondering if anyone else experienced this and if they have any advice. I know being out $700 will not change mylife but it would be nice. Thanks all.
Have you tried disputing the charge with your credit card company? Reason for dispute is services not received. Insist on the need for a monetary credit and not a flight credit.
 

sillydoll

Veteran Member
Camino(s) past & future
2002 CF: 2004 from Paris: 2006 VF: 2007 CF: 2009 Aragones, Ingles, Finisterre: 2011 X 2 on CF: 2013 'Caracoles': 2014 CF and Ingles 'Caracoles":2015 Logrono-Burgos (Hospitalero San Anton): 2016 La Douay to Aosta/San Gimignano to Rome:
What airlines are doing is against the law. Here is a copy of the EU regulations and also what Ryanair is sending out, and they must rate as the stickiest of airlines! Tell them legal action will follow which will be more expensive. (I am still fighting with Vueling for a refund of 5 tickets at end of June)

Dear Customer,
We sincerely regret to advise you that due to the impact of COVID-19, Ryanair has been forced to cancel your flight(s) FR8378 from London (Stansted) to Santiago Comp. on 21May20. Please advise any other customers who may be travelling in your party.
We are notifying customers today to inform you that you can choose between a full refund of the cost of your ticket, or the option of re-routing as well as reasonable care (as detailed below).

1. Apply for a refund
If you wish to cancel your reservation and claim a full refund of the unused flight(s) click https://schdchng.ryanair.com//Refund?i=4008BB317H00248679-FR8378K5JD05STNSCQG15-FR837916J030SCQSTNA356MLGTABC&lg=en&p=2 and enter your booking details. Refunds will be processed within 20 working days back to the form of payment used for the original booking.
2. Change your cancelled flight (for free)
You have the right to re-routing to your final destination, under comparable transport conditions, either at the earliest opportunity or at a later date at your convenience subject to seats being available.
If you wish to avail of re-routing on another Ryanair flight to the same or an alternative destination airport on the same day or an alternative date (before or after your scheduled departure date), please contact our Customer Care Team (subject to opening hours) or go to the airport ticket desk. Our Customer Care Team can also assist if you require other re-routing options, such as earlier re-routing on an alternative airline, train, bus or car hire.
If you avail of re-routing at the earliest opportunity, you will be entitled to (and where applicable provided with) reasonable meals and refreshments, hotel accommodation, transport between the airport and your place of accommodation (hotel or other) as well as transport to or from an alternative airport, as applicable.
If care is nevertheless not offered even though it should have been, please keep all itemised receipts for reasonable expenses you may incur, as you will need to submit these to Ryanair to claim back your expenses.
Please find attached a full text of your rights under EU Regulation 261/2004.
For more information on Flight Cancellations or Delays, please click here.
We again sincerely apologize for the inconvenience caused.
Yours sincerely,
Ryanair Customer Service
 

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  • EU261 14 2 Notice.pdf
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JanelMcB

Active Member
Camino(s) past & future
CF (2018)
Hello everyone
I'm just curious if anyone bumped into the situation where your airline cancelled your flight to get to Spain and refused the refund? I had a flight on June 28 to Madrid via Lisbon and a return on the 20th of July. Was not surprised that TAP Portugal cancelled my flights but was dismayed to hear they don't issue refunds and only gave me a credit until Oct. 30, 2020 - which will not work for me to travel because of my job schedule. I have thoughts on how to see if I can get my money back but wondering if anyone else experienced this and if they have any advice. I know being out $700 will not change mylife but it would be nice. Thanks all.
I contacted the credit card company and filed a dispute for services not received. Received a credit a few days ago for the full cost of my TAP Portugal flight.
 

Kathar1na

Member
Camino(s) past & future
To Santiago and back (no name; Tours; Francés; sea; no name)
What airlines are doing is against the law. Here is a copy of the EU regulations
A number of EU countries have passed their own national legislation about the question of Covid-19 related refunds and travel vouchers in place of refunds. It is a disputed and well known issue at the moment.

I guess that these airlines and other travel operators put their faith in their national legislation and not in a EU Regulation 261/2004 as the situation is so exceptional and even threatening for their very existence in a number of cases. We have yet to see how many of our airlines with be flying in a few months time or have gone bankrupt.
 
Camino(s) past & future
Lycra tribe.
CF (2017/8), VF (2018/9), Old Way (2020), VFnS (2020), CP (rebooked) (2021), VdT (ToDo)
I've just buckled and switched from a cash refund to a voucher for Easyjet. The refund request was made nearly 2 months ago and never came. The voucher arrived within 1 minute of switching from the cash refund.

Now going to book my flight to Lisbon.
 

Mary Doll

Donating Member
Camino(s) past & future
Camino Frances Sarria to Santiago (2018)
Camino Francés SJPDP to Finisterre planned for June 2020
I've just buckled and switched from a cash refund to a voucher for Easyjet. The refund request was made nearly 2 months ago and never came. The voucher arrived within 1 minute of switching from the cash refund.

Now going to book my flight to Lisbon.

I got a refund from EasyJet after cancelled flight. It probably took around 5 or 6 weeks after requesting it. I’m still awaiting refund for another flight but it was only requested about 4 weeks ago so not worried.
 
Camino(s) past & future
Camino Frances (2015, 2017, 2019) and plans for 2021 (Sept, Oct)
Here's a positive experience I just had with American Airlines. My wife and I purchased air tickets round trip Indianaolis - Madrid with departure mid-Sept and return late October. Based on lots of helpful advice from this forum I plan to wait until late August and I expect American to cancel the flight due to travel restrictions and at that point I will receive a full refund.

By coincidence, I also purchased round trip airfare from Indianapolis to Billings, Montana in August to visit my brother. I purchased the tickets through Expedia so looked into their COVID-19 refund policy. I was told that refunds will not be made, but I would receive a voucher. Then I learned the voucher was only available for 9 months - so I'd have to travel to Montana before February, 2021. Not much help! So I checked with American Airlines on line. I was informed I could apply for a voucher and this would be valid until the end of December, 2021. Much better than Expedia! Then I saw a notice on their website that I could apply for a full refund. The voucher had already been approved, so I thought I would be ineligible. I applied anyway. To my surprise, I received an email saying that I was approved for full reimbursement - and a credit will be applied to my credit card. Great news !

Since I got a full refund on a flight that had not been cancelled, I am optimistic that American will follow the same approach on our round trip to Spain. That said, I'll not initiate action now; I'll wait until late August / early September, then seek a refund then.
 
Camino(s) past & future
Camino Frances (2015, 2017, 2019) and plans for 2021 (Sept, Oct)
My wife and I still have air tickets leaving the US on Sept 14, so just one month away. I received notice of a change to our flight so traded messages with their on line help service. There was a minor time change to one of the flights. I asked if the flight was still valid since it originates in the US and flies to Madrid. I was told the flight has not been cancelled. I said I was skeptical since Spain is not allowing US citizens to enter their country. The agent told me that there are cases in which a Spanish citizen that has a US green card can still enter the country. Does not make sense to me. So I'll continue to wait a few more weeks to see if the flight is cancelled then I will get a refund. Otherwise, I'll at least get a voucher and will use for our Camino next Sept-Oct. Bob
 
Camino(s) past & future
SJPP2Santiago completed (Sept.15, 2018).
My wife and I still have air tickets leaving the US on Sept 14, so just one month away. I received notice of a change to our flight so traded messages with their on line help service. There was a minor time change to one of the flights. I asked if the flight was still valid since it originates in the US and flies to Madrid. I was told the flight has not been cancelled. I said I was skeptical since Spain is not allowing US citizens to enter their country. The agent told me that there are cases in which a Spanish citizen that has a US green card can still enter the country. Does not make sense to me. So I'll continue to wait a few more weeks to see if the flight is cancelled then I will get a refund. Otherwise, I'll at least get a voucher and will use for our Camino next Sept-Oct. Bob
Thanks Bob for the update. I am in similar circumstance....American tickets to Madrid Sept 10 return Oct. 13. I received American airlines email update today as well w/ a minor schedule change but I anticipate the flights to be camceled. Would like to get refund first, but if not then hopefully a voucher for next year. I wish us (and othe pilgrims in similar circumstances) well. Buen Camino! Mary
 

trecile

Camino Addict
Camino(s) past & future
Francés (2016 & 2017), Norte (2018), Francés-Salvador-Norte (2019), Portuguese (2019)
I said I was skeptical since Spain is not allowing US citizens to enter their country. The agent told me that there are cases in which a Spanish citizen that has a US green card can still enter the country. Does not make sense to me.
Makes perfect sense to me. There are people who are allowed to fly to Spain from the US, including Spanish citizens who have been living in the US.
 
Camino(s) past & future
2017 2018
Aer Lingus cancelled my sept 15th flight to sdc ,gave me 3 options: money back,gift voucher or rebook another flight. I rebooked for sept 25th fingers crossed
Sorry for your situation,that is really mean from that airline,you have to have consumer rights on this .
 

Kathar1na

Member
Camino(s) past & future
To Santiago and back (no name; Tours; Francés; sea; no name)
I asked if the flight was still valid since it originates in the US and flies to Madrid. I was told the flight has not been cancelled. I said I was skeptical since Spain is not allowing US citizens to enter their country. The agent told me that there are cases in which a Spanish citizen that has a US green card can still enter the country. Does not make sense to me
There are various categories of people who are not subject to incoming EU travel restrictions. As @trecile said, Spanish citizens who are residents in the USA (have a green card etc) are allowed to fly from the USA to Spain; also any other EU passport holder who is currently a resident in the USA; any USA national who holds dual nationality where the second nationality is Spanish or from another EU country; and their family members. There are daily flights from the USA to Madrid. Today, Friday, a flight from Dallas and two different flights from Miami are scheduled to arrive at Madrid airport.

Which means that there are scheduled flights from the USA to Spain that do not get cancelled.
 
Last edited:
Aer Lingus cancelled my sept 15th flight to sdc ,gave me 3 options: money back,gift voucher or rebook another flight. I rebooked for sept 25th fingers crossed
Sorry for your situation,that is really mean from that airline,you have to have consumer rights on this .
Aer Lingus cancelled my sept 15th flight to sdc ,gave me 3 options: money back,gift voucher or rebook another flight. I rebooked for sept 25th fingers crossed
Sorry for your situation,that is really mean from that airline,you have to have consumer rights on this .
If I were you I would check your flight details.
I have friends flying with Aer Lingus from Dublin on the 26/9 to Santiago de Compostela.The Aer Lingus app shows no flights to Santiago on the 25/9 from Dublin.
Buen Camino
 

ShaLaw

Active Member
Camino(s) past & future
Camino Frances, Sept./Oct. 2015. Future Camino Portuguese in 2022.
I’m sure some airlines would go bankrupt if they issued refunds to everyone. Air Transat has issued me a credit that I have two years to use, so I’m okay with that.
 
Camino(s) past & future
Camino Frances (2015, 2017, 2019) and plans for 2021 (Sept, Oct)
With less than a month ago to my scheduled flight I contacted American Airlines today. They said the flight has not been cancelled. They offered me a voucher that is valid to travel before yearend 2021. I asked if I can apply for a full refund and she said this was an option. So I pulled the trigger. I should get a credit on my credit card within 7 to 10 days. Unlike past caminos, we did not get bargain prices on the flights, so I welcome the $2450 refund and am hopeful airlines will offer incentives / low fairs for travel the fall of 2021. Bob
 

Alan Pearce

Veteran Member
Camino(s) past & future
Aragones 2008, del Norte 2009, VdlP 2011, Ingles 2014, Camino de Madri 2015, Frances 2017
I have so far received refunds from Korean Air for a flight to Spain in May, and from Qatar for a flight to Ireland in September. I was pleasantly surprised to get refunds for the travel insurance as well. Also Aer Lingus have just contacted me and offered a refund for the flight from Dublin to Santiago de Compostela. Waiting is not a problem, as I'm not going anywhere - along with other Australians I am not allowed out of the country.
 
Camino(s) past & future
Camino Frances (2015, 2017, 2019) and plans for 2021 (Sept, Oct)
Great news. Today I received email messages from American Airlines that they have processed a refund / credit to our credit card for the full amount of both round trip tickets for my wife and myself. For our first three caminos, we got airfares at bargain prices. This time we paid $2454, so no bargain, and these were non-refundable. Great that American Airlines is stepping up and giving us a full refund. In part this is due to the support AA received from the US govt. Today American announced they are cutting 19,000 employees in October when the federal aid expires.

Bob
 

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