Frustrated Travelers Still Waiting For COVID Airlines Refunds

CINCINNATI – Still waiting for a refund from an airline for a flight canceled last year? You’re not alone.

The US Department of Transportation said it was investigating the reimbursement policies of 10 domestic airlines after receiving more than 30,000 complaints from travelers awaiting reimbursement.

Among them are two women from the Cincinnati area.

Ashley Edwards and her active-duty military husband had booked a trip to the island for June 2020. But the pandemic canceled the couple’s trip, from Sharonville, and they are still awaiting refunds.

“Finally, they said they would give us some of the money back, but they wanted to charge a penalty of $ 400,” their travel agent, Lisa McDaniel, told WCPO.

The Edwards say they had very little trouble getting reimbursed for most of their trip, including the resort they booked, but as far as the airline goes, they couldn’t get $ 400 back. $.

Meanwhile, Kim Ellman says she is awaiting a refund of $ 200, for a flight to Florida canceled when a crew member tested positive for COVID-19.

“It was 2am when we were all asleep, we received a text … flight canceled. No other alternative was offered.”

So they had to pay hundreds of dollars for new return flights on another airline, and months later they are still waiting for refunds.

“I tried calling them, I emailed three or four times, no response,” Ellman said.

We contacted both airlines and asked them to expedite reimbursements to the two women.

The government is now involved

But there is new hope for them, and for thousands of other travelers: The US Department of Transportation says it is investigating 10 airlines for failing to reimburse cancellations on time during the pandemic.

Some provided vouchers, but in many cases these expired within a year, before travelers could use them.

The government now says it is not enough if the pandemic was responsible for the trip cancellation.

Ashley Edwards and Kim Ellman just want their money back.

If you’re still waiting for a refund from the airline, email them and ask for an update.

If you do not get a satisfactory answer, file a complaint with the DOT as well as the Better Business Bureau, so you don’t waste your money.

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