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AquaGirl
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Joined: 06/12/07
Posts: 168
Loc: Virginia suburbs of DC
Update on refund for AA flights
      #1749192 - 10/11/17 03:33 PM (100.36.141.231)

In case others are in this same situation, I wanted to provide an update on getting a refund for our non-refundable AA tickets. Thanks to input from this forum and specifically Carol, we were able to get a refund from AA.

Our trip to the islands was supposed to start yesterday :( Of course, getting a refund is a tiny thing compared to the challenges faced by the islandsí residents. We felt it was too soon to go on the trip and wanted to cancel our flights. We bought our tickets in March 2016, and the cancellation policy for non-refundable tickets is to use it by 1 year from date of purchase. We are not able to travel after the 1st week of Jan through March, and this fall/winter seems too soon for us to go back to the islands. Soon after Maria, I started asking AA for a refund by calling Customer Service, but soon realized that approach may not work.

I took the advice from the TTOL St Martin forum. Someone said to write a letter to AA on their Compliments/Complaints page. I did so and explained why we couldn't use the ticket before Mar 2018. I received a response fairly quickly and the answer was yes! We were very thankful because technically they didn't have to give us a refund for non-refundable tickets. We got the refund today, so it took about 10 days for it to show up on our credit card.

Our original flight from MIA to STT did go on time yesterday and looked to be about 1/2 full when I checked on Mon.

We also received a complete refund from Peter Island Resort.

Looking forward to returning to the islands...maybe next fall/winter. I think I will buy trip insurance next time, although I realize I need to read the fine print on exactly what situations are covered.

Thanks so much for your input.

http://www.traveltalkonline.com/forums/s...e=5#Post1747519


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GeorgeC1
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Joined: 04/24/02
Posts: 4732
Loc: GA/NC
Re: Update on refund for AA flights [Re: AquaGirl]
      #1749193 - 10/11/17 03:41 PM (108.213.0.118)

My brother and two friends had tickets booked for 2 Dec from LAX to STT. They explained that the Moorings will not reopen until 9 Dec and American fully refunded their tickets. They were not required to do so.
G


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Carol_HillAdministrator
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Joined: 08/01/00
Posts: 63318
Loc: Central Florida!
Re: Update on refund for AA flights [Re: AquaGirl]
      #1749194 - 10/11/17 03:44 PM (73.255.141.246)

Glad it worked out for you. Overall, I think the airlines have done a decent job in this situation of doing the right thing for their customers.

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captmoby
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Joined: 10/12/00
Posts: 697
Loc: Kansas
Re: Update on refund for AA flights [Re: GeorgeC1]
      #1749208 - 10/11/17 07:16 PM (70.169.111.33)

Has anybody had any luck with Delta? Or tickets purchased through Orbitz?

--------------------
Jim
Sailmoby


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Carol_HillAdministrator
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Loc: Central Florida!
Re: Update on refund for AA flights [Re: captmoby]
      #1749216 - 10/11/17 08:10 PM (107.77.253.5)

Again, check out the posts on the SXM forum...

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Sailorric
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Joined: 11/28/06
Posts: 128
Loc: Freelton, Ontario
Re: Update on refund for AA flights [Re: captmoby]
      #1749219 - 10/11/17 09:03 PM (184.148.32.89)

We had tickets booked on Delta (booked with Delta not a third party) for Nov 3rd and they called us last week and offered us a full refund!!

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aarpskier
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Joined: 04/09/14
Posts: 207
Loc: Rockford, Michigan
Re: Update on refund for AA / Delta flights [Re: captmoby]
      #1749224 - 10/11/17 09:32 PM (97.91.61.135)

Quote:

captmoby said:
Has anybody had any luck with Delta?




Yes. We were scheduled for an SVI charter from 25 Oct to 04 Nov, 2017, flying into STT on Delta with non-refundable tickets. It took about an hour, but Delta re-issued those tickets with no change fee and no fare differential for Apr 18 to Apr 28, 2018.

The hangup is that we had purchased our tickets direct from Delta (no travel agent) in early Feb 2017, and the official hurricane policy for such tickets is that (1) only re-booking fees will be waived (any fare increase must be paid) and (2) travel must be completed within one year of the ticket issue date. I was able to convince Delta to waive both restrictions for two reasons. First, it is fundamentally unfair to punish with a short travel deadling those customers whose money Delta has held the longest. Second, the hurricane policy applicable to tickets issued by professional travel agents contains neither restriction. Here is a Dropbox link to that policy.
Delta Professional Advisory: 2017-09-23

Act quickly, because both the lay and professional policies have a re-ticketing deadline of Oct 31, 2017.


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ski2play
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Joined: 08/26/13
Posts: 288
Re: Update on refund for AA / Delta flights [Re: aarpskier]
      #1749243 - 10/12/17 09:59 AM (128.151.71.21)

Another yes for Delta. They were very helpful with us in transferring our 2 weeks in November to 10 days in January. No increase in fare, no fees. Sweet!

We still have a shorter trip planned for Nov to Jost to assess, regroup, and stabilize. Fingers crossed all legs of the journey are uneventful!

--------------------


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chriskat
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Joined: 04/24/06
Posts: 83
Loc: Alexandria, Virginia
Re: Update on refund for AA / Delta flights [Re: ski2play]
      #1749251 - 10/12/17 10:42 AM (50.202.107.38)

Imagine that, companies doing good by their customers under unusual circumstances. Seems like a smart approach - take a short-term loss but generate goodwill and positive buzz, and ideally increased business long-term.

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tradewinds
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Joined: 09/21/06
Posts: 5047
Loc: An island state of mind
Re: Update on refund for AA / Delta flights [Re: chriskat]
      #1749258 - 10/12/17 11:19 AM (99.82.249.196)

We changed our flight for next week and AA gave us a travel voucher for the fare difference. I noticed they charged us a change fee, so I called them and they gave us another voucher for $400 for the refunded fees.

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Carol_HillAdministrator
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Re: Update on refund for AA / Delta flights [Re: tradewinds]
      #1749264 - 10/12/17 11:50 AM (73.255.141.246)

Was this flight booked AFTER the hurricane?

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tradewinds
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Joined: 09/21/06
Posts: 5047
Loc: An island state of mind
Re: Update on refund for AA / Delta flights [Re: Carol_Hill]
      #1749266 - 10/12/17 11:57 AM (99.82.249.196)

Quote:

Carol_Hill said:
Was this flight booked AFTER the hurricane?




I booked the original a couple of months ago and changed it last week.


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Carol_HillAdministrator
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Re: Update on refund for AA / Delta flights [Re: tradewinds]
      #1749267 - 10/12/17 12:18 PM (73.255.141.246)

I still think you should have gotten a REFUND. That's what others have gotten..

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tradewinds
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Joined: 09/21/06
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Re: Update on refund for AA / Delta flights [Re: Carol_Hill]
      #1749268 - 10/12/17 12:52 PM (99.82.249.196)

I could have pressed for a refund, but we were cool just changing to a future flight.

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Carol_HillAdministrator
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Re: Update on refund for AA / Delta flights [Re: tradewinds]
      #1749276 - 10/12/17 01:53 PM (73.255.141.246)

OK, I would have demanded my money back. No reason for them to keep your money for free for that time..

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connie
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Joined: 04/25/05
Posts: 126
Re: Update on refund for AA / Delta flights [Re: Carol_Hill]
      #1749297 - 10/12/17 05:13 PM (174.54.59.12)

You were luckier than us. We were flying Southwest on Sept 16 from BWI to SJU and then Air Sunshine from SJU to Virgin Gorda. (our return was Sept 26.) We asked SW for a refund or credit (our credit had to be used within a year-Feb 2018.) We asked for the credit to be extended due to this HORRIBLE hurricane. NOTHING! I called, emailed, and used Messenger on Facebook. NOTHING! We cancelled Air Sunshine and they charged us a $50 fee per person per segment so $200 total. They said the rest of the ticket could be used next year (less the $200!) We then went to the Azores and saw the news about Puerto Rico....Horrible devastation! We again asked SW about a refund or extended credit and they said no! We returned at the end of September and AGAIN approached SW. This time they said they would forward my request for exception! They finally credited our CC for the return flight as it turned out...it was cancelled! Yesterday in the mail we received four drink coupons per person!!! Guess they know we needed them!! Now....what to do about Air Sunshine.....

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maytrix
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Joined: 09/18/10
Posts: 5409
Loc: Massachusetts
Re: Update on refund for AA / Delta flights [Re: connie]
      #1749299 - 10/12/17 05:36 PM (24.91.86.214)

Hoping Cape Air can come through for us.. we were set to go down Dec 10-20th, but it looks like our boat may stay up here this winter instead of making the trip down there.

--------------------
Matt


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NWA4Sail
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Joined: 05/26/17
Posts: 39
Loc: Fayetteville, Ar
Re: Update on refund for AA / Delta flights [Re: maytrix]
      #1749313 - 10/12/17 08:03 PM (72.204.16.27)

We had a charter thru Sunsail and nonrefundable airfare thru Delta and both refunded trouble free. Vacation was schuduled for Oct. 20th. Wishing everyone the best. Look forward to seeing the beautiful Bvi's in 2018!

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crazycrab955
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Joined: 02/06/14
Posts: 7
Loc: Singapore
Re: Update on refund for AA / Delta flights [Re: NWA4Sail]
      #1749317 - 10/12/17 10:19 PM (101.100.163.153)

We had an almost identical situation but unfortunately I did not have much luck with AA. I followed the exact same protocol, and explained our situation very carefully; we even have mitigating circumstances that will make rescheduling to later in the year or next year impossible. But no dice from AA.

All I was "offered" was a travel voucher for the value of the flights (which is standard procedure when you cancel a non-refundable reservation anyway). I also got a condescending reminder from them that "non-refundable means non-refundable." Yes, that's a quote from AA's response.

So it seems like it may depend on whom you get answering the email.


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GeorgeC1
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Joined: 04/24/02
Posts: 4732
Loc: GA/NC
Re: Update on refund for AA / Delta flights [Re: crazycrab955]
      #1749318 - 10/12/17 10:24 PM (166.137.139.109)

What time frame were you trying to cancel the flights?
G


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crazycrab955
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Joined: 02/06/14
Posts: 7
Loc: Singapore
Re: Update on refund for AA / Delta flights [Re: GeorgeC1]
      #1749322 - 10/13/17 12:46 AM (101.100.163.153)

Last week of October.

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aarpskier
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Joined: 04/09/14
Posts: 207
Loc: Rockford, Michigan
Re: Update on refund for AA / Delta flights [Re: crazycrab955]
      #1749337 - 10/13/17 08:43 AM (97.91.61.135)

Quote:

crazycrab955 said:
So it seems like it may depend on whom you get answering the email.



Personal contact, not e-mail, is the preferred method of contact. I talked to three different people at Delta, on two different occasions, for a total of an hour. On the second call, I asked to talk to a supervisor. She apologetically put me on hold several times, as she had to get authority from an internal "help desk" apparently accessible only to frontline Delta agents.


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zhawk
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Joined: 05/02/03
Posts: 185
Re: Update on refund for AA / Delta flights [Re: aarpskier]
      #1749338 - 10/13/17 09:00 AM (72.196.26.201)

We have had good luck with most everything. We got our deposit back in full from Mark (Orion, TMM) and got flights (Delta...super helpful agents) switched to Antigua without a change fee. Also the folks at Horizon base in Antigua have been great to work with too.

Easy enough to cancel post sail room on STT, but no word yet back from Sandra at Mongoose Apartments on that deposit for pre sail lodging. Given what I saw of CGB, may be awhile before I hear from her.


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crazycrab955
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Joined: 02/06/14
Posts: 7
Loc: Singapore
Re: Update on refund for AA / Delta flights [Re: aarpskier]
      #1749415 - 10/14/17 03:40 AM (101.100.163.153)

Quote:

aarpskier said:

Personal contact, not e-mail, is the preferred method of contact.




I tend to agree with you, but the OP specifically laid out a method of sending an email as a supposedly better way to get action from the airline. I did call AA and got nowhere, so I figured an email might in this case work better (as others have been reporting).

I also got nowhere with trip insurance paying us back for the flights, since they said that the airline has offered a change of dates and therefore the trip is not technically "cancelled." This is why, in my estimation, trip insurance is generally a rip-off. They will always find some loophole to avoid paying a claim.

Glad your interaction with Delta worked out...it seems it may depend on airline, status with that airline, and even which agent handles the case.


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Carol_HillAdministrator
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Joined: 08/01/00
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Loc: Central Florida!
Re: Update on refund for AA / Delta flights [Re: crazycrab955]
      #1749423 - 10/14/17 08:51 AM (107.77.253.5)

As reported on the SXM board, try this website for AA anyway.

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