@TheEastAfrican

Eight things to know on air ticket refunds

11 months ago, 13 Jan 13:06

By: Michael Otieno

Recently, I received a long e-mail from a reader. Coming right at the beginning of the year, her e-mail was loaded with frustration and not so kind words directed at airlines. In her words, she has had it with airlines dodging and always finding reasons not to refund her for services not rendered. And when they are not playing dodge, the process is bureaucratic, layered in inefficiency and at best, tedious. On more than one occasion, she has threatened legal action to aloof airlines, whose staff seemed to find her threats laughable. She ended her e-mail by stating that in the instances she has succeeded in getting a refund, it was because of her tenacity. To a large extent I agreed with her. It takes less than three minutes to buy a ticket on any of the airlines’ websites but you are lucky if it will take three or even 30 days to get a refund. Do airlines make it deliberately difficult to get refunds? Here are a few things to understand about airlines, cancellations and refunds. First, airlines like any other commercial concern have refund policy guidelines derived from their terms and conditions of services, in this case the Conditions of Carriage. Second, these conditions of carriage — which act as a binding contract the moment money is exchanged for a ticket — clearly indicate that tickets are sold subject to tariff or fare regulations. Spare some time to ask and understand the conditions around a fare before paying for it. It always starts with the marketed fare which many travellers buy without reading and understanding the full conditions. Each fare has its conditions which inform in the case of cancellation —  for whatever reasons —  whether one is eligible for a partial, full or no refund at all. Third, keep in mind that there might be cancellation with the aim of changing the flight or travel date commonly referred to as change of reservation or ticket change, for which one is not necessarily looking for a refund. The fact that a cancellation is allowed does not automatically imply that a refund is in the offing. It is advisable to always buy the fare that offers at least one free change or change at a fee but not the cheaper highly restricted fare that offers nil refund possibilities. Fourth, the specific fare rules on a ticket even where refunds are allowed often have restrictions on amount refundable if any, based on how far or close to travel date the cancellation has been made. Fifth, where you cannot make it for your flight due to circumstances beyond your control like sudden illness, accidents or bereavement, some airlines will provide a credit note upon demonstration of strict proof. Otherwise most of them consider “no show” tickets non-refundable. Sixth, understand that the cause of conflict around this subject is not whether there will be a refund or not, but rather even after explicitly accepting to refund, the process is lengthy and can ...
Read More


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@TheEastAfrican

Eight things to know on air ticket refunds

11 months ago, 13 Jan 13:06

By: Michael Otieno
Recently, I received a long e-mail from a reader. Coming right at the beginning of the year, her e-mail was loaded with frustration and not so kind words directed at airlines. In her words, she has had it with airlines dodging and always finding reasons not to refund her for services not rendered. And when they are not playing dodge, the process is bureaucratic, layered in inefficiency and at best, tedious. On more than one occasion, she has threatened legal action to aloof airlines, whose staff seemed to find her threats laughable. She ended her e-mail by stating that in the instances she has succeeded in getting a refund, it was because of her tenacity. To a large extent I agreed with her. It takes less than three minutes to buy a ticket on any of the airlines’ websites but you are lucky if it will take three or even 30 days to get a refund. Do airlines make it deliberately difficult to get refunds? Here are a few things to understand about airlines, cancellations and refunds. First, airlines like any other commercial concern have refund policy guidelines derived from their terms and conditions of services, in this case the Conditions of Carriage. Second, these conditions of carriage — which act as a binding contract the moment money is exchanged for a ticket — clearly indicate that tickets are sold subject to tariff or fare regulations. Spare some time to ask and understand the conditions around a fare before paying for it. It always starts with the marketed fare which many travellers buy without reading and understanding the full conditions. Each fare has its conditions which inform in the case of cancellation —  for whatever reasons —  whether one is eligible for a partial, full or no refund at all. Third, keep in mind that there might be cancellation with the aim of changing the flight or travel date commonly referred to as change of reservation or ticket change, for which one is not necessarily looking for a refund. The fact that a cancellation is allowed does not automatically imply that a refund is in the offing. It is advisable to always buy the fare that offers at least one free change or change at a fee but not the cheaper highly restricted fare that offers nil refund possibilities. Fourth, the specific fare rules on a ticket even where refunds are allowed often have restrictions on amount refundable if any, based on how far or close to travel date the cancellation has been made. Fifth, where you cannot make it for your flight due to circumstances beyond your control like sudden illness, accidents or bereavement, some airlines will provide a credit note upon demonstration of strict proof. Otherwise most of them consider “no show” tickets non-refundable. Sixth, understand that the cause of conflict around this subject is not whether there will be a refund or not, but rather even after explicitly accepting to refund, the process is lengthy and can ...
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