Flight refunds - how long is too long? (SAS)

Smortime

So I've just had the most interesting chat with an SAS agent online, as we try to figure out when on earth we might see our refund. 
We were due to fly to the US with SAS in August. About a month before, we got confirmation the flight was cancelled. They made the voucher offer prominent, but we managed to find a fairly painless route to confirming we wanted the full refund. 

However, 2 months have passed since then (and 1 month since we should have flown) and no further information beyond the automated confirmation. Somewhat alarmingly, our booking reference now just returns error messages on the website.

So in a online chat today, their agent initially refused to give any information on timescales for refunds etc being processed. Merely that ours was 'in the queue'. And apparently that they were investing in robotics(??!?!) to speed up the refund process (cue mental images of robots at computers hitting refund buttons...) 

I pressed further and said that without any reassurance of when the refund might be paid - frankly, to reassure the growing feeling that it wasn't going to be - I would need to make a formal complaint with themselves or the CAA. At that point, I got an immediate reply stating refunds were currently taking 4-5months to be processed. So, at least I know to pick this up in another 2 months!

I wondered what time frames other people were experiencing, and how long is too long? Should I wait another 2 months to see what happens? And, what then, if still nothing tangible in terms of progress?

Butts

Forget the CAA or any other body other than your Card Provider.
Go straight for a chargeback - they are taking the pissy !!
Any longer than 7 Days and that is your legal right.

bagand96

I'd agree with the above reading the CAA... sending a postcard to the Queen will be about as effective.

Chargeback - by all means is an avenue open to you and can be quite effective.  My own experience is that it caused me more hassle in the long run than just waiting for the airline.  If you are going to claim from your card, and it's a credit card, then insist on a Section 75 claim - far more black and white.

I waited 3 and a half months for Germany's flag carrier, but I did get my cash in the end.

Smortime

Thanks, I'm going to wait out the next 2months, but will pick up this thread or otherwise if in two months there is still no progress.

Butts

Smortime said:

Thanks, I'm going to wait out the next 2months, but will pick up this thread or otherwise if in two months there is still no progress.

You do realise if you start a chargeback that does not negate your right to a refund from the Company ?

Often it acts as a catalyst to get things moving.

Still your prerogative if you are prepared to wait another two months rather than getting the money back as quickly as a week after a chargeback application.

DCFC79

Smortime said:

Thanks, I'm going to wait out the next 2months, but will pick up this thread or otherwise if in two months there is still no progress.

Just get it done now.

NITARILHAM13

We were due to fly to the US with SAS in August. About a month before, we got confirmation the flight was cancelled. They made the voucher offer prominent, but we managed to find a fairly painless route to confirming we wanted the full refund. 

missile

Plus 1 vote, for start your charge back now. Credit card company may take 6-8 weeks to process a claim

elsien

I was told 3 months elsewhere. Which then started to stretch when they “forgot” to action the refund for 6 weeks.
A call to them to advise that if it was getting close to the 120 days I’d be making a chargeback. Refund came shortly after. You need to make a chargeback within a specified time limit so bear that in mind, 

Waywardmike

I had a flight cancelled in early April with Oman Air.  They're stating 12 months for refunds.
I booked with an OTA though, not direct with the airline which complicated things a little. 

I started a Chargeback almost immediately.  It took 6 weeks for the bank to action it, the OTA challenged it on day 43 of the 45 day period they have to disagree.  My bank didn't agree with them and reapplied the chargeback, I've now just finished the second 45 day period unchallenged so now finally have my money back.  6 months later!  As far as I'm aware the Airline still haven't refunded, so I'd be waiting several more months at least.

Contact your bank ASAP!

NITARILHAM13

NITARILHAM13 said:

We were due to fly to the US with SAS in August. About a month before, we got confirmation the flight was cancelled. They made the voucher offer prominent, but we managed to find a fairly painless route to confirming we wanted the full refund. 

 I’d be making a chargeback. Refund came shortly after.speed