What’s a Delta SkyMile worth in the case of a refund?

Q. My wife, Judy, and I booked a cruise on American Queen Voyages two years ago. The trip was scheduled to depart from Chattanooga, Tenn., last fall on the American Countess. Four days before our departure, we received a notice from American Queen that it had changed our final destination from Memphis to Louisville, Ky., because of low water levels in the Mississippi River.

I found it hard to believe that they did not know about the low water levels more than four days before our departure, but we were able to change our return flight. Since we had made our original flights on Delta using SkyMiles, we did the same for the flight change.

American Queen asked us to submit documentation for the flight change costs, and I sent them on Oct. 27, 2022. Two months went by with nothing but an automated reply, so I attempted to reach someone at American Queen by telephone. But it’s impossible to contact anyone there regarding refunds by telephone. I reached out to one of the executive contacts that you publish on your site, and a few weeks later, I got a reply from a woman in sales who promised a refund. But she said that it would take approximately 60 days for it to process.

It has now been over one year since I submitted the requested documentation, and they no longer answer my emails. Can you help me get the $930 back that American Queen promised us? TERRANCE HARDY,

Escondido, Calif. A. American Queen should have paid you promptly for the rescheduled flight. You were more than patient with the company. You made polite inquiries by phone and email, but nothing seemed to work.