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In my experience, you can get the attention of an airline by complaining about them to the DOT (in the US). I had an airline change my ticket from refundable/c

In my experience, you can get the attention of an airline by complaining about them to the DOT (in the US). I had an airline change my ticket from refundable/changeable to non-refundable/non-changeable. The airline refused to acknowledge our original contract. A complaint to the DOT got their attention quickly and I was refunded quickly. https://www.transportation.gov/airconsumer/complaint-process https://www.transportation.gov/airconsumer/complaint-process

andrewmunsell 4y ago
Same experience for me. I had tickets booked under Aeromexico and cancelled them (they had a waiver that provided a cash refund in 12 months after the request, yes that's already ridiculous). I had an email confirmation they would refund the tickets. After the 12 month period, I spent 2 months calling, email-escalating, and eventually filing a DOT complaint. Aeromexico responded within 2 days of the DOT complaint being received and theoretically is in the process of actually refunding me this time (knock on wood). $7m is nothing for them. The fines need to be bigger, quicker, and more aggressive to stop this behavior. They are screwing customers because they can get away with it. EU regulations around customer refunds are significantly better than in the US, and we should be heading in that direction to hold these companies accountable. Side note: my sister actually had tickets on the same route but for an itinerary the week before me and got the refund with no issues, so I have no clue why I had to do the DOT song and dance.