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LATAM refusing to pay agreed refund amount
calcito
Posts: 1 Newbie
Hi everyone,
LATAM are refusing to pay out the refund amount we had verbally agreed over the phone for a flight cancellation.
I had a flight booked to Brazil at the start of July, but due to unforeseen circumstances I had to change the dates of my travel to later in the month.
I called LATAM and asked about prices etc for the dates I wanted, and it was only £150-200 to make the change. But then I took a day to think about it and of course when I called up again they were quoting me over a grand to make the change to that date, despite the fact that a new ticket could be bought for less than that!
I pointed this out to the customer advisor and she said yes I can cancel the ticket and that I would be charged a cancellation fee which I believe was £150-200 although I cannot remember the exact amount. As it worked out cheaper to cancel and then book a new ticket I did that.
However when it came to claiming the refund, LATAM actually took 3.5 months to pay it back and I had to chase them up a lot. However far worse than this they only paid me a refund of 128 Euros from a £950 ticket!
I complained over the phone and once again they took 3 weeks or so to get back to me, but I've just had an email saying that is the correct amount and that they only have to refund taxes because the ticket was non-refundable.
I replied asking them to find a recording of the call in which I cancelled the ticket but am not holding out much hope. Do I have a leg to stand on or any recourse here? Arguably I should have checked whether the ticket was refundable, but of course I just assumed the advisor knew what she was talking about. And of course I would never have cancelled the ticket if I had known I'd lose almost the whole price, I'd have just chosen different dates to change it to instead!
If anyone can advise me on where to go from here I'd be very grateful!
Cheers
LATAM are refusing to pay out the refund amount we had verbally agreed over the phone for a flight cancellation.
I had a flight booked to Brazil at the start of July, but due to unforeseen circumstances I had to change the dates of my travel to later in the month.
I called LATAM and asked about prices etc for the dates I wanted, and it was only £150-200 to make the change. But then I took a day to think about it and of course when I called up again they were quoting me over a grand to make the change to that date, despite the fact that a new ticket could be bought for less than that!
I pointed this out to the customer advisor and she said yes I can cancel the ticket and that I would be charged a cancellation fee which I believe was £150-200 although I cannot remember the exact amount. As it worked out cheaper to cancel and then book a new ticket I did that.
However when it came to claiming the refund, LATAM actually took 3.5 months to pay it back and I had to chase them up a lot. However far worse than this they only paid me a refund of 128 Euros from a £950 ticket!
I complained over the phone and once again they took 3 weeks or so to get back to me, but I've just had an email saying that is the correct amount and that they only have to refund taxes because the ticket was non-refundable.
I replied asking them to find a recording of the call in which I cancelled the ticket but am not holding out much hope. Do I have a leg to stand on or any recourse here? Arguably I should have checked whether the ticket was refundable, but of course I just assumed the advisor knew what she was talking about. And of course I would never have cancelled the ticket if I had known I'd lose almost the whole price, I'd have just chosen different dates to change it to instead!
If anyone can advise me on where to go from here I'd be very grateful!
Cheers
0
Comments
-
Hi everyone,
LATAM are refusing to pay out the refund amount we had verbally agreed over the phone for a flight cancellation.
If anyone can advise me on where to go from here I'd be very grateful!
Cheers
Might be a better option to post this in Flyertalk LATAM threads0
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