Right to a refund?

smog_2

Hi everyone

Was just wondering if anyone knows anything about my consumer rights in this instance.

KLM cancelled one leg of a flight I had booked to new york and thus changes all my travel times making them unsuitable to me.

So I cancelled my flights with them for a full refund and booked with BA, costing me £100 more than the KLM flights but at better times.

KLM are now saying my refund will take 6-8 weeks to come through - argh!! Have now got a grand off my card to pay for the BA flights.

Can they do this? Am I entitled to protest and get my refund sooner?

thanks
xxxx

garethpaul

To the best of my knowledge, in consumer law they are allowed a reasonable amount of time to process refunds, but they must normally be done within 28 days. Anyone who takes anywhere near this long to refund is surely dragging it out on purpose.

Me thinks you need to speak to someone with more authority/knowledge.

Gareth

smog_2

Ok thanks garthpaul

They are proving to be a bit of a nightmare, but shall phone them (again) tomorrow!!

If anyone else happens to know of any laws about this sort of thing that I could quote let me know - that would be fab!!

xxxx

Quackers

smog wrote:

KLM are now saying my refund will take 6-8 weeks to come through - argh!! Have now got a grand off my card to pay for the BA flights.

Did it take them 6-8 weeks to take the money in the first place? I imagine it went out of your account the same day or a day or 2 later at the most.

I'm afraid I dont know anything about the legal side of this but it is absurd for them to suggest it is going to take that long.

I would definately ask to speak to a manager to get this resolved. I imagine they have cancelled your flights already as they wish to sell them on again so there should be no reason why the money can not be put back onto your card with immediate effect.

Good luck & dont back down

smog_2

Hi Quackers

I was thinking the exact same thing - it's not as if I could have booked and then said 'right, my payment will be with you within two months'.

OK I'm not very good at standing up for myself with this sort of thing, but it's over the phone, how bad can it be?

Quackers

smog wrote:

OK I'm not very good at standing up for myself with this sort of thing, but it's over the phone, how bad can it be?

Its easier if its over the phone.

If you dont feel very confident then how about you make some notes and have them with you so you dont forget all the things you want to say.

It might be worth asking to speak to a manager as soon as you get through - this will save you having to repeat your story over and over.

Be brave - its your money and you're entitled to it back asap.

smog_2

Thanks quackers

I know you are totally right

Am working tomorrow so have to get up early anyway - a good excuse to phone thier helpline before it gets busy I suppose!!

Will let you know how it goes.

xx