Travel solutions: Aegean Airlines reimburses one ticket but not the other | Travel
Q: I bought two Aegean Airlines tickets just before the COVID-19 shutdown. The airline offered credit vouchers, redeemable for cash after one year.
After the end of the year, I received a refund for one of the tickets. But Aegean shows the other as “already redeemed”, even though he has not been. To add to the confusion, a refund for a ticket does not indicate which one has been refunded. — Benn Karne, Oakland, CA
A: You should have already received this second ticket refund.
Aegean Airlines’ refund policy, while imperfect, is better than most. Many European airlines canceled flights and forced customers to accept a voucher that expired after a year. If they couldn’t use the flight credit within a year, the airline had to keep the money.
Your credit has worked the other way. If you couldn’t use the voucher, you received a full refund. (What’s the ideal resolution, you ask? A full refund after cancellation. But we don’t live in an ideal world.)
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I’m not surprised that refund cases like yours drag on for years, literally. Airlines and other travel companies prefer to forget the start of the epidemic, and they are more focused on the future than on a few painful months in 2020 when it seemed like the sky was falling. But you can’t let them forget.
I publish the names, numbers and email addresses of Aegean Airlineas customer service managers on my consumer advocacy site at www.elliott.org/company-contacts/aegean-airlines/. But a review of your case suggests those names were enough to get you the first refund.
In fact, you sent many emails and a polite letter to the CEO using our online contacts. Then the airline refunded your first ticket. But Aegean’s website showed he had refunded both tickets.
So what was the problem? I contacted the airline on your behalf. A rep said the airline tried to send the second refund to your bank, but it appears the transfer failed. This can happen when the account number is incorrect. But you provided the correct bank account number. I think it’s possible that someone on the other end of the line mistyped your bank account information on the second ticket.
You returned the account number. This time the refund was made.