JACKSONVILLE, Fla — Airlines are canceling flights left and right because of the ongoing pandemic and customers are frustrated not only because trips are postponed, but because they also aren’t getting their money back.
As a local travel agent and owner of Riverside Tours and Travel, Mary Fowler has been in daily battles with airline companies for her clients.
“It’s been pretty bad,” Fowler said. She's been trying to get her client's money back after multiple canceled flights.
In April, the Department of Transportation issued an order requiring airlines to provide refunds to passengers if the airline canceled or significantly changed flights because of coronavirus.
“If the airline cancels, then the client is due a refund,” she said. "(If) you chose to cancel your flight, you would get a travel voucher.”
But when airlines cancel flights, they haven’t been complying with refunds because they prefer to give vouchers.
“So they will come back and say ‘I’m sorry we’re only allowed to issue a voucher,” Fowler said.
She also says when that happens that’s the time to file a claim with the Department of Transportation.
But not everyone has been unsuccessful with the airlines.
One woman on Facebook said after her husband disputed against a voucher, he was able to get a refund from United.
Fowler’s advice is to first contact your airline and if they continue to deny a refund based on their cancellation or change, contact the Department of Transportation.
“Be diligent, that’s what you have to do...Don’t give up it’s your money,” she said.
First Coast News reached out to several major airlines. When asked why customers are being denied the option of a refund, Delta, United, and JetBlue said in statements they have all implemented flexible travel policies and provide refunds to eligible customers during the pandemic.