I spent hours—literally hours—planning five flights for spring travel. The first one was for a dream trip to Hawaii with my family, then I had a flight to New York and I booked my dad a flight from Florida to New York. It was a good experience—not exactly good in a fun way but more of an educational way, which is why I took notes and thought I would share them with you. Here’s my experience calling five different airlines for refunds:
Hawaiian Airlines
We were flying Hawaiian Airlines from LAX to Honolulu because they fly a wide-body plane (A330), which I prefer over American’s narrow-body A321. I secured row 11, which is a premium economy seat in a section with just 1.5 rows. The reason I put 1.5 is because there’s only one row of two window seats on both sides but the middle has two rows of 4 seats across. We had the two seats on the window and I was across the aisle in the bulkhead. Hawaiian emailed me to tell me the flight canceled and I filled out a form online and I’m waiting for my full refund. If it goes through, which it should, it was pretty painless.
UPDATE: On Saturday, May 9 at 9:35pm, I finally got around to calling Hawaiian Airlines to tell them that they’d only refunded me for the tickets and not the $240 in extra legroom seats. The automated system said hold time would be over an hour but I could text so I chose that option and it worked great. The agent issued the refund and then sent me a text survey after which I gave high remarks. Although, I’m not sure why Hawaiian didn’t refund the seats in the first place? I purchased them at the same time and when I asked for a refund originally via their website, I referenced them. I wonder if airlines just try to make you jump through hoops so you finally give up.
RELATED: Coronavirus Resource Page
American Airlines
American Airlines (AA) emailed to inform me that our Maui-LAX flight was canceled for April 15th. I booked with AA because I have elite status and the flight from Hawaii to L.A. is an hour shorter so it’s doable on the A321. And since I’m Executive Platinum, I get Main Cabin Extra (5″ more legroom) seats and luggage for free. I called AA’s Executive Platinum desk on Thursday at 8:25am on April 2. No hold time. The call took two minutes and the agent canceled and gave a full refund with no questions asked.
Update: I called again a couple of days ago (Wednesday, April 8 at 5:40pmPT) to cancel another reservation after I received an email from them stating my Toronto to New Orleans (via Charlotte) flight for May 6 was changed by several hours. I called their Exec Plat line and had no wait and the agent refunded it in full with no questions asked. Easy as can be. Total call time: 5 minutes and that’s only because we made small talk about what’s going in the world. American Airlines (AA) so far is really shining and I’ve been hearing the same from other AA passengers. Kudos to them.
Southwest Airlines
Southwest Airlines (SWA). I called at 820pm PT and the hold time was nine minutes. When they said they could do a callback, the wait time changed it to 11 minutes. They called back in about that time.
Backstory: I booked us Honolulu-to-Maui tickets since they were cheaper than with Hawaiian, it’s a brand-new route for Southwest, they offer two free checked bags, and they fly a 737, which is bigger than Hawaiian’s 717s. Yesterday, they sent me a text letting me know that they had canceled our flight but an hour later they sent me an email trying to upsell me to book a car rental for our flight. WTH?
I called the 800-number but the agent couldn’t find my confirmation number because I was giving her a JetBlue one! That was the next airline I needed to call. We figured it out when I asked if she was working from home because I thought many JetBlue agents do. She said, “This is SWA!” Doh!
RELATED: Try the Airline’s International Call Center If You Can’t Get Through
Once I gave her the right confirmation code, she offered to rebook us or give us a travel credit good for a year. I asked for the refund and she said no problem. She said the refund could take up to 30 days to go through. Then she said they won’t be able to refund me because my credit card expired, which it had, but that’s ridiculous. I told her that my new card had the same number, just a different expiration date. She said she was sorry but that she could only issue a travel credit good until 2021. I politely held firm. She put me on hold and then came back when it went through. The total call time was 20 minutes.
JetBlue
I called JetBlue at 8:55pm on Friday, April 3, 2020. The hold time was 25+ minutes. They didn’t give me the option to text them like the last time I had called. The hold took 35 minutes for them to answer and the agent sounded tired. I was told that even though my 91-year-old father’s PBI-LGA flight had been changed to PBI-BOS-LGA, they could only give me a credit good for 18 months in either my name or my dad’s name. I kindly told her about the DOT rule (read about that here) and she said she was well aware of it but that this is JetBlue’s stance. Even though the flight was only $63.40 (I bought it when it went on sale), I asked to speak to a supervisor because they’re flagrantly breaking the law. She quickly put me on hold, which took about seven minutes. The agent was nice and working from home. I asked why I had to escalate this to a supervisor to get a refund and was told that basically, the agent didn’t know the directive had changed yesterday from management. Ridiculous. He agreed to refund it. It will take 7-10 days to go through. Total call time: 51 minutes.
Air Canada
My last call of the night was Air Canada (AC) at 9:48pm on Friday, April 3, 2020 for our Toronto to New York flight in May. (FYI: You need to press 1 for “English,” 2 for “Reservations,” then 4 for “Other.”) It took three minutes just to go through their repatriation flight info (there was no way to bypass it) and then I was informed that the wait time would be 20-25 minutes. The actual hold time was 15 minutes. I spoke to a nice agent at an overseas call center (sounded like India but I didn’t ask for some reason). He said that Air Canada’s policy is not to give a refund even if the flight cancels. I told him about the DOT rule but he didn’t care. This Air Canada flight falls under the DOT’s rules, which apply to flights flying to, from or within the United States, regardless of airline. I didn’t put up a stink since I was tired and my flight wasn’t canceled. It was just changed by three hours, and they offered a 24-month credit, which was generous. I’ll wait to see what happens. Total call time: 18 minutes.
Update: Air Canada sent me an email yesterday stating they changed my flight again so I reached out to them in a direct message via Twitter. They replied within 10 minutes then they went silent. See below:
Hi. I called and spoke to your Int’l call center last week. The rep said they could only offer a credit but according to the DOT you’re supposed to offer a full refund when you cancel or significantly delay the flight. Our flight was canceled and they put us on a new one but we just want to stay home. Here’s our conf #XXXXXX. Thanks for your help.
Air Canada (April 9, 2020; 4:01pmPT)
Hello Johnny,
Air Canada Social Media /Charlie
Thanks for the prompt reply! Just to be clear so Air Canada isn’t going to abide by the D.O.T.’s rules? “U.S. and foreign airlines remain obligated to provide a prompt refund to passengers for flights to, within, or from the United States when the carrier cancels the passenger’s scheduled flight or makes a significant schedule change and the passenger chooses not to accept the alternative offered by the carrier.” https://www.transportation.gov/briefing-room/us-department-transportation-issues-enforcement-notice-clarifying-air-carrier-refund… We appreciate the two year offer but we’re not planning on flying AC in the next couple of years.
Never heard back so I might have to play hardball. What would you do?UPDATE (May 12, 2020): I took matters into my own hands and this is what I did to get my money back from Air Canada.
There you have it: My experience with five different airlines, dealing with flight cancellations due to coronavirus.
What has your experience calling airlines for refunds been like?
Have you been calling airlines for refunds? Have you had any particularly easy or difficult experiences? Leave a comment below!
I booked 2 one-way tickets on Norwegian Air Shuttle from CPH to MCO via LGW back in January for a flight on 5 May. On 4/7, Norwegian cancelled our itinerary and offered Future Flight Credit with a bonus Or Refund to Credit Card. I chose the Refund on that same day, and Norwegian e-mailed a Confirmation to me, but gave no date when they would issue that refund. After 7 business days, I filed a DOT dispute. I also reached out the my Credit Card issuer. The DOT said they forwarded the complaint to the Airline, and tge Airline has 60 days to respond to me. My Credit Card issuer said I had to wait until after tge flight was to depart, even though the airline has confirmed the cancellation and refund request in writing. Then I could dispute it for “Non-Receipt of Goods or Services”. Now I have just noted that Norwegian Air Shuttle has filed for Bankruptcy for four of their Contract Subsidiaries. The airline codes preceding the flight numbers were D8 for CPH-LGW and DI for LGW-MCO. How is my refund effected by this latest development? Are my flights included in the Bankruptcy, or is my claim still against the parent Company Norwegian Air Shuttle who I purchased the tickets from in January on their online reservations system from here in the USA. The parent company did not file Bankruptcy, and my DOT complaint was forwarded to the parent company.
Called AA to request a refund for changing my direct roundtrip flight to Paris to connecting roundtrip flight itinerary. I asked the agent if that qualified for a refund and if so I would like one. She said she’d give me the ticket number and I’d have to do it online. I went online and I noticed it was only giving me credit for $139 of a $480 fare. So I hit cancel. Well, it had already canceled my flight and the email stated I’ll get full CREDIT for my fare. I am calling AA back to understand why it was only showing a partial refund?
I have no idea. The fare might’ve been just $139 and the other were taxes but all should be returned. Keep us posted
Delta cancelled our premium economy March 30 flights to Sicily on March 21 and automatically put the value into a wallet. I called on March 22 to request refunds on both tickets and the agent was very helpful but had to process the refund requests “by hand” as the system was apparently not working. Received confirmations of refund requests that same day. Then nothing. No refunds. No $ in my “wallet”. Called April 21 after 21 business days (the amount of time Delta said it was taking for refunds as of last week). Delta had no record of the refund request, so passed it on to a supervisor who is supposed to investigate and email me with more info. Was on the line with agent for about 40 minutes. Not sure if I will have to wait for another 30 days or not. The airline agents have been very pleasant, but the system is obviously bogged down. Or they want to hold on to our money longer.
Thanks for sharing. Let us know if they don’t refund you
Air Canada yesterday – 120 minutes on hold…i live in Canada and my flight was to London. Notice if you take the 24 mo credit and you rebook the same destination later, any $ increase you pay, and $ decrease, they keep. Thankfully I purchased trip cancellation but the paperwork had a 24 hr response requirement or else your refund would be invalid.
ETIHAD : BANGKOK / MADRID : Airline canx flight. Offered free transfer or credit etc etc. Requested a refund via Etihad website, received conf email from airline. Refund received. Many thanks Etihad
EASYJET : ALICANTE / LONDON / ALICANTE : Airline canx flight. Offered free transfer or credit etc etc. Called airline to request refund. Very helpful assistant ” refund in 5 – 7 days “. Refund received. Excellent service, many thanks EasyJet.
AIR ASIA : BANGKOK / HANOI / BANGKOCK, A month ago, following the airline’s cancellation, I requested a refund both at Air Asia’s office in Bangkok and via the website. Since then I have received various emails offering free change, credit etc. I have replied to each one repeating my request for a refund. On the weekend I received a further email, this time from the airline’s CEO, ” strongly recommending ” I accept the credit offer and going on to say that refunds were only offered on a ” case by case ” basis and may take ” up to 12 = 16 weeks “. I absolutely understand, from a commercial standpoint, why airlines are reluctant to refunds however, I was wondering if Air Asia are within their rights to judge ” case by case ” and also take ” up to 12 – 16 weeks ” for something that other airlines can do in days ?!
I was supposed to fly China Eastern aitlines from Shanghai to Beijing as part of a cruise in Royal Caribbean in August. . I booked thru Orbitz .i have tried numerois times to get thru on phone to cancel and they have recording do not bother us unless 3 days ftom airline departure .What the F. Anybody who books with Orbit in future is out of their mind. Then they also tell you as alternative to cancel with a virtual travel agent and of course that does not work. It Keeps telling you to start all over or speak to agent whuch is back to Square one which is recorded message to not bother us until 3 days before flight.. I tried calling China Eastern and they also say do not bother us and get in touch with Orbitz which is impossible. I hope your readers see this and do not book Orbitz ever again costing them many clients . Maybe thet will change their policies and phone message
AIR CANADA: Our family of 4 had a flight from LA to Geneva on April 23 which was cancelled due to COVID-19. The total amount is $3,200. I have not been able to connect with AC at all. Johnny, a couple questions. 1) If i go with the option of getting a credit… do you know if i can use it on multiple flights over the next 24 months? The reason i ask, is because the website says “Any fare difference will apply and if the future travel costs less, you will lose the difference.” This leads me to believe i can only use this credit on one flight and if i don’t us the full amount it will be lost. I should just be able to use it like a gift card over the next 24 months. I have tried to ask AC but not able to connect with them. Do you know? 2) I would prefer to get a full refund per the DOT regulation, but again there is no option to do this and no one to speak with. Have you heard anymore from AC regarding the refund of your flight? Thanks in advance for your help.
I had a terrible experience with Volaris Airlines. I have tried numerous times calling and tried multiple platforms for nearly two weeks and I have not been able to get in touch with anyone. My flight was on April 10th and returned April 15th. I am now $1,000. out of pocket thanks to Volaris.
My wife and I should be in Raratonaga now, but our rtw-trip got cancelled due to Corona. It included 9 flight bookings on 7 different airlines, some of them booked through OTAs: TXL-MEL-AKL-RAR-AIT-RAR-PPT-BOB-PPT-SFO-FRA. (I live in Germany.) So far, all but the return flight (in mid May) have been cancelled by the airlines. Right now, I am in the middle of fighting to get my money back, so to say “in real time”. Here your advice was helpful so far. I also read your article on SmarterTravel. So far I received only one refund. Air Tahiti was exemplary! (Thank you!) Scoot offered the choice of refund in 14 weeks or a voucher for 120% in 2 to 3 weeks, which I consider fair. The worst was my experience with the OTA Opodo, through whom I booked the Emirates flight from MEL to AKL. On the phone I couldn’t reach them. The booking reference was “not found” and a message through their contact form was acknowledged but not answered in a week. The OTAs seem to be a general problem, because the airlines say you should adress them and they simply don’t answer. My next challenge will be the flight RAR-PPT, booked on Air Rarotonga through Opodo. What puzzels me now is a statement on the Air Rarotonga web site: “For Reservations you made with a Travel Agent or online travel agent (…) please contact the agent that issued your tickets as they are holding your funds until after you have flown.” Is that true? The OTAs mostly say on their web sites, that they cannot refund you because the airlines don’t give refunds any more. Do you know who is right?
I could keep you updated about the next experiences. Can you recommend where?
Had a flight from San Diego to New York on april 17. Spend the night in New York and then fly to Amterdam. Delta cancelled flight to Amsterdam . Called Delta had a very pleasant experience, requested a full refund. We had the refund credit back to our card in less than a week. Our trip to New York has been re-routed to Detroit and then to New York. Waiting to see if delta is going to cancel this part.
I am still trying to obtain a refund or voucher from Emirates for a flight from Singapore to Orlando on March 19 made through Ovago. Cruise line cancelled our ports in Thailand and Singapore.
Emirates will not talk to me and told me to handle this through Ovago. Ovago said because it was a round trip ticket from Orlando to Dubai and return from Singapore and because we used the
portion from Orlando to Dubai we are not entitled to a refund.
Do you think this is true? Can you suggest any recourse?
I’ve never even heard of Ovago. You should get a refund for half but it depends on your fare rules. Lesson here is don’t ever book via a third party and use a good travel agent.
We had AA tickets on March 12-16 , Chicago to Phoenix. The plan was to attend MLB spring training games.
The games were cancelled , flights had been purchased 12/2019 .
The flights were not cancelled at the time the games were , AA would only give vouchers .
They said they had to be used by 12/2020. No refunds.
I’m fairly certain we will not be able to use them by that time and they total over $900.
Was your flight canceled? If yes, call them back up and ask for a refund and cite the DOT rules