How to get a refund on a nonrefundable ticket after the coronavirus outbreak

The coronavirus crisis is quickly turning into an airline ticket refund crisis.  Travelers have slammed our help desk with questions about how to get a refund on a nonrefundable ticket.

The coronavirus crisis is quickly turning into an airline ticket refund crisis.  Travelers have slammed our help desk with questions about how to get a refund on a nonrefundable ticket.

You can sometimes get a full refund, even if your ticket is nonrefundable. But it’s often complicated.

This is how to get an airline ticket refund

  1. If your airline cancels your flight, you will receive a full and immediate refund within seven business days. You don’t have to ask for it; it’s automatic.
  2. If your airline doesn’t cancel your flight, you can cancel and ask for a ticket credit. Most airlines will also charge a ticket change fee.
  3. If you want a full refund, you can either wait until the day of your flight, hoping the airline will cancel, or you can ask the airline for an exception. I’ll tell you more about that in a moment.

A twist in the airline refund policies

So what’s new? After everyone asked for a refund for their plane tickets, airlines stopped issuing automatic refunds. Instead, they only offered an option for a ticket credit. I asked the Department of Transportation about these new policies and last week it issued an enforcement notice that required airlines to refund their canceled flights.

Note that this doesn’t apply to flights you cancel. You’ll still get a credit for them.

Meantime, airlines have asked the government for permission to keep their customers’ money, even when they cancel their flights. Stay tuned for the outcome of that one.

More people are asking for refunds on nonrefundable tickets

There’s a reason more people are asking for a refund on a nonrefundable ticket: More people are buying them.

“Booking nonrefundable flights can be an excellent way to save money,” says Stan Sandberg, co-founder of TravelInsurance.com, a travel insurance site. “But in the event that something goes wrong and you can no longer take your planned vacation, it can be heartbreaking to lose that money.”

Maybe you should have bought a refundable ticket, but the cost is double or triple the amount of a nonrefundable ticket. Realistically, only corporate travelers on an expense account can afford them. Maybe you should have purchased a travel insurance policy, but now it’s too late.

Relax.

Even though airlines like to tell you that nonrefundable means nonrefundable, it doesn’t. It just means less refundable. A few kind words, the right circumstances and a little persistence can score you a full refund.

How one passenger negotiated a refund

One way to get a full refund is to show you can’t travel. It’s a particular concern during the coronavirus outbreak.

That’s what happened to Yelena Shuster. She had a one-way, nonrefundable airline ticket from New York to Los Angeles on United Airlines – and she wanted a refund.

“I got sick, which turned into a terrible sinus infection,” says Shuster, a college counselor who lives in New York. “My doctor advised me to cancel the trip.”

Just like other airlines with nonrefundable tickets, United would have turned down Shuster’s refund in a New York minute. But she had a secret weapon. In addition to a doctor’s note, she had a way with words. So much so that Shuster has turned her skill into a business that coaches prospective college students on writing better application essays.

“I wrote the nicest, most gracious note I could think of,” she says. “I figured the employees reading these are drowning in accusations and negativity, so I made sure to lift them up and acknowledge how hard they worked and how much I love flying United.”

It worked.

“We’re sorry to hear your travel plans changed due to a medical condition,” United wrote in an email. “We can certainly understand your concerns, and we wish you and your family well. We’ve processed the refund.”

Time and again, I see passengers talking themselves into refunds. It’s an art, not a science. If you approach the airline politely and sincerely, and with a valid and verifiable reason, you might get your money back.

When do you deserve a refund on a nonrefundable ticket?

When your flight’s canceled after the coronavirus outbreak, an airline can’t always keep your money. For example, if the airline cancels your flight, it owes you a fast, no-questions-asked refund. Airlines sometimes also offer refunds when there’s a significant schedule change, if you have a change in military orders, a valid medical reason or if your travel companion dies. If you die, an airline will always refund your ticket to your next of kin, as long as your next of kin remembers to ask.

“If you encounter any of these special circumstances, check with your travel provider or contact the airline directly to find out what information or documentation is required for a refund,” says Angela Zade, a spokeswoman for Trondent Development Corp., which develops software for the travel industry.

Just because you can – or could – get a refund on a nonrefundable ticket doesn’t mean you will. Airlines sometimes say “no” for no good reason. They ask for the same documents, such as death certificates or jury duty, over and over until you give up.

Why? Because they can.

All the more reason to go back to my first piece of advice: Use kind words. It isn’t that you’re feeling kind but that the employees considering your request are so beaten down by the complaints and cruelty of disaffected passengers that your request might seem like a bright shiny beacon of hope. They just might do your bidding.

Want a refund on a nonrefundable airline ticket? Be persistent

The final and maybe the most important trick to negotiating a successful refund is persistence. I’ve seen so many cases that started like Jeanette Franz’s. She was flying from Austin, Texas, to Moline, Illinois, on American Airlines for her grandmother’s funeral and experienced a lengthy delay in Dallas that made her miss the event.

“I was supposed to sing at the funeral, and my husband was going to be a pallbearer,” she says.

She contacted the airline and asked for a refund, but it refused, offering flight vouchers instead. She appealed to an executive but received the same answer. Franz didn’t give up. She kept replying to the appeals, arguing that she’d made a trip in vain and should receive a full refund. Eventually, with a little nudge from yours truly, American agreed with her and refunded her tickets.

There’s no secret formula for getting a refund on a nonrefundable ticket. But with a few kind words, some insider knowledge and diligence, you could get your money back. It’s always worth a try.

More refund tricks for nonrefundable tickets

Remember the 24-hour rule. If you’re flying domestically, you can cancel most tickets within 24 hours of booking them. Airlines will try to offer a flight credit, but if you cite the 24-hour rule, you should get an immediate refund.

Use a travel agent – and get travel insurance. A travel professional often has insider contacts at an airline and can help negotiate a refund if necessary. Some larger online agencies even have entire departments dedicated to processing “waivers and favors” for customers who want an exception to the refund rules.

“Use a travel agent when possible,” advises Julian House, founder of a discount promotional codes website. Also, ask your agent about an insurance policy that may cover you if you have to cancel your flight.

If you can’t get a refund on a nonrefundable ticket, salvage the credit. “Your odds are much better of changing the date or repurposing the ticket,” says Andrew Weinberger, a frequent air traveler who works for a real estate company in New York. He’s managed to change his ticket to a different destination and dates, paying a change fee. It’s far better than throwing the ticket away.

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Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can’t. He’s the author of numerous books on consumer advocacy and writes weekly columns for King Features Syndicate, USA Today, and the Washington Post. If you have a consumer problem you can’t solve, contact him directly through his advocacy website. You can also follow him on Twitter, Facebook, and LinkedIn, or sign up for his daily newsletter.

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