I canceled my ticket — where’s my refund?
QWhy should an airline offer a refund within 24 hours? It’s the right thing to do. Most tickets are completely nonrefundable, so once that day has passed, you’re stuck with your ticket. What’s more, I’m unaware of any credible evidence that the 24-hour rule has cost the airline industry a dollar — or a dirham. The 24-hour rule is just common courtesy, which is why it surprises me that Emirates, an airline with a great reputation for customer service, is denying you a full refund.
The resolution to your case involved a multipronged approach. First, you were relentless with your refund request, which is always important when a company says “no.” You called, you wrote and you appealed. By the way, I list the names, numbers and email addresses of the Emirates customer service managers on my consumer advocacy site. After I reviewed your
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I recently booked a flight from Kathmandu to New York via Dubai on Emirates through the U.S. Emirates site. I canceled the flight within 24 hours and requested a refund.
Under U.S. regulations, Emirates owes me a full refund. But Emirates is claiming that the Department of Transportation’s 24-hour rule applies only to flights departing the U.S. The airline points to its policy on the website as “proof ” that it doesn’t qualify.
I contend upon reviewing the policy that it applies to all scheduled U.S. airlines; and foreign airlines with flights departing or arriving in the U.S., when the flights are booked directly on their U.S. website and the flights are booked more than seven days out. The only exclusion for flight departures outside the U.S. is for charter airlines.
Thus, my flight is due a full refund under this regulation, and Emirates’ refusal to provide it constitutes an unfair and deceptive practice under the DOT guidance. paper trail, my advocacy team and I thought you should get the DOT involved. You can learn how to file a complaint with the DOT at www.transportation.gov/ airconsumer/fileconsumer-complaint.
The DOT reached out to Emirates on your behalf. Initially, the airline turned it down. The DOT then clarified its policy with Emirates, which resulted in Emirates issuing the full refund. I think you’ve just set an important precedent for other air travelers. If an airline sells tickets from a U.S. site — even if the flight doesn’t originate in the U.S. — it is bound by the 24-hour rule.