Britrail pass refund request has gone off the rails

ehar TRAVHL TROUELHSHOOTHR >> I bought a fully refundable Britrail pass, which gives you the ability to travel across the entire national rail network of Great Britain, for a trip last spring. I had to cancel my vacation after the COVID-19 outbreak.

Under the terms of my purchase, I could get a full refund if I was within 11 months of my purchase date (which I was). I asked my travel agent for a refund. A representative said that the company was experiencing delays and suggested that I call back in a few weeks. I did.

Despite repeated assurances that I would receive a refund, I have not. I understand the reason why there might have been some delays. But it’s been three months since the agency has returned to full staffing and six months since my original request. Processing a refund is hardly a complicated process. Can you help me get my $244 back?

— Stephen Wilkes, Chagrin Falls, Ohio

ANSWHR >> Wow, your Britrail refund request really went off the rails. Of course, your travel agent should have processed a quick refund. So why didn’t it?

First, you are absolutely correct. Under the terms of your purchase, you should be able to get a full refund. Britrail notes that it will refund your purchase if “the unvalidated Pass or original exchange coupon or voucher is returned to the office from which it was purchased within 11 months from the date of issue (unless a different time period is specified by your travel agent). Passes or tickets must bear no evidence of having been tampered with in any way.”

You definitely qualified. But you made your purchase through ACPRAIL International, a travel agency that specializes in air/ rail bookings. So, as you already noted, you had to wait for the agency to return to its offices after the outbreak. But then the agency had to ask Britrail to return your money. And it, too, was experiencing a slowdown — everyone was.

I think you could have appealed this first to the agency and then to Britrail. Our research team could have helped you find the right person at both companies. (Our services are free.)

If neither of the parties responded, you could have disputed your credit card charges under the Fair Credit Billing Act. Your bank should have processed a swift refund.

If it’s any consolation, a lot of people are experiencing similar delays. And you’re correct — processing a refund isn’t complicated and there should be a better way. If there’s anything this pandemic has taught us, it’s that there’s room for improving the refund process. Lots of room.

I contacted ACPRAIL International on your behalf. It finally refunded your purchase eight months after you returned your Britrail pass. Better late thannever. ehar TRAVHL TROUELHSHOOTHR >> I booked a flight from Cairo to New York via Rome on Alitalia. When I tried to check in for my flight to Italy, an airline representative denied me boarding, because my visa was rejected. My visa doesn’t allow me to enter Europe en route to the U.S., according to Alitalia.

Fortunately, my ticket was refundable. I sent an email to Alitalia before the flight departed, requesting a refund. I enclosed the ticket receipt, which shows that the ticket is refundable, as long as I cancel before departure, and is subject to fees.

Alitalia replied that my ticket had “no value,” and it denied a refund. Instead, it offered me a ticket credit and a refund of the taxes. They’ve stopped answering my emails. I’ve also called them, but I’ve gotten nowhere. Can you help me get my $700 back, please?

— Ahmed Seloma, Giza, Egypt

ANSWHR >> If your airline ticket was refundable, you should be able to get a full refund. Unfortunately, airlines have taken their time during the pandemic. They were slow before, and they’re even slower now. Your case is instructive for anyone planning an international trip in 2021. Passports and visas are your responsibility, not your airline’s. Had Alitalia allowed you to board your flight with the wrong visa, it could have faced government fines. So make sure you have permission to enter the country before you book your ticket.

What paperwork do you need? If you live in the U.S., check the U.S. Department of State site at travel.state.gov. Also, visit the International Air Transport Association site at www.iatatravelcentre.com, which keeps the most up-to-date visa information.

You kept a great paper trail of the correspondence between you and Alitalia. It would have been good if you also sent the information to an executive contact at the airline, asking for their assistance. I list the names, numbers and email addresses of all the Alitalia managers on my consumer advocacy site at www. elliott.org/company-contacts/alitalia.

Looking at your case, I think part of the delay was related to COVID-19. Another part was just normal airline shenanigans. Alitalia appears to have misread the terms of your ticket, falsely claiming that they owe you a ticket credit. By the way, if they’d persisted, you could have filed a credit card chargeback. In the U.S., the Fair Credit Billing Act protects you against charges for products or services not delivered, which this certainlywas.

Calling Alitalia wouldn’t have done you much good. Phone or online chats are great for making a quick change to a reservation or asking a question about an upcoming flight, but not for refunds. You’re better off keeping everything in writing.

I contacted Alitalia on your behalf. It issued a $700 refund.