Q: I booked a flight from Tampa, Fla., to San Diego on American Airlines. The day before my flight, I received a notification that it had been canceled due to Hurricane Milton. I requested a refund, but American Airlines just issued a flight credit that expires in one year.
I only booked the ticket the day before, so I feel I should get a full refund. Can you help me get my $321 back?
A: You should have received a full refund for your canceled flight. When an airline cancels your flight, it owes you a refund regardless of the reason for the cancellation. It doesn’t matter if your ticket was nonrefundable. You should get a refund. Full stop.
Interestingly, your flight cancellation happened just before a new government regulation went into effect. The rule mandates automatic cash refunds when an airline cancels its flight. If the hurricane had waited a few weeks, then you wouldn’t have had this problem.
But your case is important because hurricane season is just starting, and airlines are only getting used to this rule. Who knows, they might forget!
If an airline doesn’t offer you an immediate refund, you should request it in writing. And it looks like you did, which is great. Copies of emails and screenshots of any online chats or messages can be helpful if you’re trying to get a fair resolution. If you have to make a call, note the date and time as well as the names of any representatives you speak with.
So, what happened? A look at your itinerary suggests that American only canceled one leg of your flight, from Tampa to Dallas. I guess this doesn’t count as a fully canceled flight. I’m kidding! It certainly does.
You filled out forms and pleaded your case with American Airlines, to no avail. As a last resort, you could have appealed to a manager or executive. I publish the names, numbers and email addresses of the American Airlines customer service managers on my consumer advocacy site, elliott.org. A brief, polite email to one of them might have resolved your problem.
