How do I get the refund they promised?
Discussion
I'm an adult and a big boy, so I can look after my own affairs but this one has me stumped. I'm trying to work out what leverage I have, if any, or do I just put it down to experience?
Short version - Qatar Airways owe me £2,300 and can't be bothered to pay it back.
Long version - In April 2020 I was booked on a return trip to Manila with Qatar Airways. I paid out £2.5k for the privilege on my Amex, but of course the flight was cancelled due to Covid, and I was offered a travel voucher for 110% of the ticket cost. I accepted because like everyone I figured it would all blow over and I could on on my trip later in the year. The voucher was valid until early May 2022.
Roll forward to said date, in an attempt to use the voucher before it expired I tried to book a trip and the system said no. Called Qatar who said there was a system error, and instead could they just give me a refund for the original ticket price - I wasn't fussed (I was only using the voucher up rather than actually wanting to travel anywhere specific), so accepted and they promised me the refund direct to my card in 28 days. We confirmed the card number was the one I still have, so all good although not sure why it takes that long. A nice man from the payments team in Doha even called me next day and confirmed they were processing the payment. Two weeks later, £193 refund appeared on my card, which I thought was odd but I left it thinking the rest would come through.
Of course 28 days comes and goes, I leave it another week and then call them. Apologise etc. and tell me there is an issue processing the refund and they have to do it 'manually' - I ask what that means and get a nondescript answer but assume someone has to punch the card details into a machine or something. No update two weeks later so I call them again and they promise me a call back, and again at the end of June when I got a bit pissy with them and demanded the call. Again, nothing.
Yesterday I sent them an email complaint, but I am wondering what else I can do? It's 'only' £2.5k (well £2.3k if you net off the part refund) but I had that money earmarked for a few things and it is rather annoying.
Is this an ABTA thing, Trading Standards maybe? Amex chargeback?
Just trying to work through my options, it's gone on long enough and I have no expectation of success with my current asking nicely routine.
Short version - Qatar Airways owe me £2,300 and can't be bothered to pay it back.
Long version - In April 2020 I was booked on a return trip to Manila with Qatar Airways. I paid out £2.5k for the privilege on my Amex, but of course the flight was cancelled due to Covid, and I was offered a travel voucher for 110% of the ticket cost. I accepted because like everyone I figured it would all blow over and I could on on my trip later in the year. The voucher was valid until early May 2022.
Roll forward to said date, in an attempt to use the voucher before it expired I tried to book a trip and the system said no. Called Qatar who said there was a system error, and instead could they just give me a refund for the original ticket price - I wasn't fussed (I was only using the voucher up rather than actually wanting to travel anywhere specific), so accepted and they promised me the refund direct to my card in 28 days. We confirmed the card number was the one I still have, so all good although not sure why it takes that long. A nice man from the payments team in Doha even called me next day and confirmed they were processing the payment. Two weeks later, £193 refund appeared on my card, which I thought was odd but I left it thinking the rest would come through.
Of course 28 days comes and goes, I leave it another week and then call them. Apologise etc. and tell me there is an issue processing the refund and they have to do it 'manually' - I ask what that means and get a nondescript answer but assume someone has to punch the card details into a machine or something. No update two weeks later so I call them again and they promise me a call back, and again at the end of June when I got a bit pissy with them and demanded the call. Again, nothing.
Yesterday I sent them an email complaint, but I am wondering what else I can do? It's 'only' £2.5k (well £2.3k if you net off the part refund) but I had that money earmarked for a few things and it is rather annoying.
Is this an ABTA thing, Trading Standards maybe? Amex chargeback?
Just trying to work through my options, it's gone on long enough and I have no expectation of success with my current asking nicely routine.
I'd try Amex chargeback as a first step. I had to do something similar at the start of lockdown and the refund was processed pretty quickly by my CC provider when I provided the email chain of them confirming (numerous times) that they owed me a refund.
A side benefit of doing a chargeback was that they couldn't deduct the £50 "admin charge" for processing a refund
A side benefit of doing a chargeback was that they couldn't deduct the £50 "admin charge" for processing a refund
Thanks, after typing that post I figured why not call Amex and see what they say - they did indeed offer to manage a dispute for me, I just need to find all of the emails on this that have been flying around.
I did a dispute a while ago and they refused it for being out of the time limit, so was pleasantly surprised they've taken this on. The guy said Covid-related issues have no specific limit.
I did a dispute a while ago and they refused it for being out of the time limit, so was pleasantly surprised they've taken this on. The guy said Covid-related issues have no specific limit.
Similar experience with a holiday that was cancelled due to covid and all requests for refund unanswered.
I’d paid with Debit Card but used the Bank online dispute process and within a month got the money recredited to my account.
In this case you’re very lucky they agreed a refund AFTER you accepted the voucher. They could just as easy extended the voucher period for another year like the t
ts at Eurotunnel who refused point blank to give refunds.
I’d paid with Debit Card but used the Bank online dispute process and within a month got the money recredited to my account.
In this case you’re very lucky they agreed a refund AFTER you accepted the voucher. They could just as easy extended the voucher period for another year like the t
ts at Eurotunnel who refused point blank to give refunds. Gassing Station | Finance | Top of Page | What's New | My Stuff