U.S. based American Express customers can still dispute airline-related charges…at least for now. These chargebacks provide an essential extra layer of consumer protection.
That’s newsworthy for two reasons.
First, American Express has not been consistent around the world. French customers continue to experience roadblocks in trying to dispute charges from Air France/KLM. Many instances have been reported like this one, where Air France will charge your card, cancel your flight, then refuse to refund the money. This even though the European Union has been painstakingly clear that such conduct is forbidden.
> Read More: American Express Conspires With Air France To Rip Off Consumers, Break Law
Second, American Express USA has a new option when you call customer service to dispute a charge. I called American Express on an unrelated matter to dispute a charge the other day and my heart skipped a beat when I heart, “If this is a dispute for an airline ticket, say airline.”
After taking care of my issue, I called back and chose that option. A pre-recoded message tried to dissuade me from initiating a chargeback, noting that refunds are generally not offered on non-refundable tickets and that all refunds may be delayed during COVID-19.
Still, at the end of the recording the voice prompt asked me if I was finished or if I still wanted to speak with an agent. I did speak with an agent, just to confirm, and he verified that airline tickets can still be deputed by American Express customers. I was relieved to hear that.
If The Voucher Doesn’t Suit, You Must Dispute
Both U.S. and European lawmakers have reaffirmed that airlines must promptly (within seven days) refund your money if your flight is cancelled and you do not wish to accept a travel voucher or other forms of future flight credit.
While some airlines have been worse than others, it is important to know your rights. I’ve detailed the issue here, but in short, use your credit card chargeback protection to seek your refund if the airline is dragging its feet.
> Read More: Didn’t Receive Your Airline Refund? Time To Dispute.
CONCLUSION
In an ideal world, credit card disputes would never be needed. But since we do not live in an ideal world filled with honesty and integrity, sometimes consumers are left with no choice but to ask their credit card companies to step in when merchants take advantage of them. If you are an American Express cardholder, you can continue to initiate airline chargebacks…at least for now.
One thing which seems to have gone un-noticed during the COVID pandemic is the surge in the number of fraudulent refund claims. People are submitting claims for flights already flown, flights in other people’s names, etc.. at a significantly higher rate than before – adding even more pressure to an overloaded refund system.
Good point. Do you have any stats for your airline that you would be willing to share? I’ll do a story on this.
I didn’t chargeback my VS flight booked with Amex. I accepted a voucher. My concern was whether the substantial six-figure points accrual I have with Virgin may be at risk should I have done so.
the german amex- branch tends to close reclamation- cases againts airlines as soon as the airlines offer their clients vouchers – argueing that a voucher is as good as the money of the refund….
Icelandair canceled my flight from MSP to KEF. Luckily, I had booked it through AmEx. A delightful agent spent over an hour with me and with Icelandair, and he managed to get them to opt to refund my money rather than get a voucher. I mean, I know overseas flights should be refunded, but the airlines are bucking it every step of the way.
I am absolutely thrilled with AmEx—it was nice not to have to fight and let someone else fight for me!
“If The Voucher Doesn’t Suit, You Must Dispute”
Yay!
3 months later I’m still waiting for my refund from Brussels Airlines … they actually tell you how many times you have called .. as of last week I had called 12 times … and still nothing ..
I have disputed the card with Chase Saphire and I received a letter saying it will take 2 billing cycles for a decision … that date is June 14 …
2 Business class from Budapest to Brussels a bit over 600 Euros … not exactly pocket change