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| Version 2 | Version 3 |
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| Help! My Flight Was Canceled and I Still Can’t Get a Refund | Help! My Flight Was Canceled and I Still Can’t Get a Refund |
| (14 days later) | |
| Travel and travel planning are being disrupted by the worldwide spread of the coronavirus. For the latest updates, read The New York Times’s Covid-19 coverage here. | Travel and travel planning are being disrupted by the worldwide spread of the coronavirus. For the latest updates, read The New York Times’s Covid-19 coverage here. |
| In September 2019 B.C. — “before coronavirus” — my family and I booked a round-trip flight from Tampa, Fla., to London with British Airways, scheduled to depart in March. Then the coronavirus hit and our flight was canceled by the airline. We contacted British Airways to request a refund, but they have refused, stating they will only provide a voucher for future use. Philip | In September 2019 B.C. — “before coronavirus” — my family and I booked a round-trip flight from Tampa, Fla., to London with British Airways, scheduled to depart in March. Then the coronavirus hit and our flight was canceled by the airline. We contacted British Airways to request a refund, but they have refused, stating they will only provide a voucher for future use. Philip |
| By now, you’ve probably read a number of coronavirus-related stories about refunds for canceled travel plans — I’ve written a handful myself. But there’s a reason we’re deliberately pounding the topic into the ground: It’s a big deal and there’s lots of confusion and contradictory information out there. | By now, you’ve probably read a number of coronavirus-related stories about refunds for canceled travel plans — I’ve written a handful myself. But there’s a reason we’re deliberately pounding the topic into the ground: It’s a big deal and there’s lots of confusion and contradictory information out there. |
| To begin, airlines are required to issue cash refunds when they cancel (or significantly delay) flights because of the coronavirus pandemic. That applies to domestic airlines as well as international airlines for canceled flights to, within or from the United States. | To begin, airlines are required to issue cash refunds when they cancel (or significantly delay) flights because of the coronavirus pandemic. That applies to domestic airlines as well as international airlines for canceled flights to, within or from the United States. |
| As you know, travel restrictions and closed borders have asphyxiated commercial aviation; airlines have slashed routes and schedules. As of last month, airlines still owed passengers $35 billion for flights that could not or cannot take place, according to the International Air Transport Association, an industry group. | As you know, travel restrictions and closed borders have asphyxiated commercial aviation; airlines have slashed routes and schedules. As of last month, airlines still owed passengers $35 billion for flights that could not or cannot take place, according to the International Air Transport Association, an industry group. |
| In an emailed statement, a British Airways spokeswoman said that you are, in fact, entitled to a refund; the airline’s customer service team has reached out to you to resolve the issue. “If a customer’s flight has been canceled, they should call us to discuss their options. They can rebook, refund or choose to take a voucher to fly at a later date,” she said. | In an emailed statement, a British Airways spokeswoman said that you are, in fact, entitled to a refund; the airline’s customer service team has reached out to you to resolve the issue. “If a customer’s flight has been canceled, they should call us to discuss their options. They can rebook, refund or choose to take a voucher to fly at a later date,” she said. |
| The fact that you called and were initially told the exact opposite tracks with scores of other readers who feel that refunds have been turned into an all-out game of Frogger. | The fact that you called and were initially told the exact opposite tracks with scores of other readers who feel that refunds have been turned into an all-out game of Frogger. |
| “At best, airlines are just hiding the fact that customers are owed refunds if they want one,” said Scott Keyes, an aviation industry expert and the founder of the website Scott’s Cheap Flights. “At worst, they’re actively not giving those refunds even when they’re asked. The thinking is: Right now we are in such a cash crunch that we want to maintain as much cash as possible — we can deal with the reputation ramifications and legal ramifications down the road.” | “At best, airlines are just hiding the fact that customers are owed refunds if they want one,” said Scott Keyes, an aviation industry expert and the founder of the website Scott’s Cheap Flights. “At worst, they’re actively not giving those refunds even when they’re asked. The thinking is: Right now we are in such a cash crunch that we want to maintain as much cash as possible — we can deal with the reputation ramifications and legal ramifications down the road.” |
| Micky, another reader, got an email from Delta Air Lines with the subject line: “Your Trip Has Been Canceled.” The body of the message stated that a canceled plane ticket had been turned into an eCredit; there were zero mentions of refunds. | Micky, another reader, got an email from Delta Air Lines with the subject line: “Your Trip Has Been Canceled.” The body of the message stated that a canceled plane ticket had been turned into an eCredit; there were zero mentions of refunds. |
| I reached out to Delta (which just posted its first quarterly loss in five years) and was able to get Micky a refund. I also got the direct link to the refund form (here it is), which is otherwise buried in the FAQs on Delta’s coronavirus landing page. | I reached out to Delta (which just posted its first quarterly loss in five years) and was able to get Micky a refund. I also got the direct link to the refund form (here it is), which is otherwise buried in the FAQs on Delta’s coronavirus landing page. |
| “To save customers time, we proactively issued eCredits so they could easily reschedule without having to wait further. That said, customers whose flights have been canceled or significantly delayed by Delta are absolutely eligible for refunds upon request, in keeping with our longstanding policy. We’ll evaluate opportunities to clarify this in future correspondence,” said a company spokeswoman. | “To save customers time, we proactively issued eCredits so they could easily reschedule without having to wait further. That said, customers whose flights have been canceled or significantly delayed by Delta are absolutely eligible for refunds upon request, in keeping with our longstanding policy. We’ll evaluate opportunities to clarify this in future correspondence,” said a company spokeswoman. |
| Last month, fueled by a surge in passenger complaints, the United States Department of Transportation issued a statement reminding airlines of their duty to issue refunds for canceled flights. But enforcement has been less than straightforward. | Last month, fueled by a surge in passenger complaints, the United States Department of Transportation issued a statement reminding airlines of their duty to issue refunds for canceled flights. But enforcement has been less than straightforward. |
| Class-action lawsuits against several major airlines, including Delta, Southwest Airlines and United Airlines, are certain to crank up the pressure. In the meantime, there are three concrete things one can try that don’t involve hiring a lawyer. | Class-action lawsuits against several major airlines, including Delta, Southwest Airlines and United Airlines, are certain to crank up the pressure. In the meantime, there are three concrete things one can try that don’t involve hiring a lawyer. |
| First, send the airline a direct message on social media. It may sound sophomoric, but several industry players have told me (anecdotally) that this can be a consistently reliable tactic. One reader also shared her luck with this approach. | First, send the airline a direct message on social media. It may sound sophomoric, but several industry players have told me (anecdotally) that this can be a consistently reliable tactic. One reader also shared her luck with this approach. |
| Updated July 15, 2020 | |
| The coronavirus can stay aloft for hours in tiny droplets in stagnant air, infecting people as they inhale, mounting scientific evidence suggests. This risk is highest in crowded indoor spaces with poor ventilation, and may help explain super-spreading events reported in meatpacking plants, churches and restaurants. It’s unclear how often the virus is spread via these tiny droplets, or aerosols, compared with larger droplets that are expelled when a sick person coughs or sneezes, or transmitted through contact with contaminated surfaces, said Linsey Marr, an aerosol expert at Virginia Tech. Aerosols are released even when a person without symptoms exhales, talks or sings, according to Dr. Marr and more than 200 other experts, who have outlined the evidence in an open letter to the World Health Organization. | |
| Common symptoms include fever, a dry cough, fatigue and difficulty breathing or shortness of breath. Some of these symptoms overlap with those of the flu, making detection difficult, but runny noses and stuffy sinuses are less common. The C.D.C. has also added chills, muscle pain, sore throat, headache and a new loss of the sense of taste or smell as symptoms to look out for. Most people fall ill five to seven days after exposure, but symptoms may appear in as few as two days or as many as 14 days. | |
| Scientists around the country have tried to identify everyday materials that do a good job of filtering microscopic particles. In recent tests, HEPA furnace filters scored high, as did vacuum cleaner bags, fabric similar to flannel pajamas and those of 600-count pillowcases. Other materials tested included layered coffee filters and scarves and bandannas. These scored lower, but still captured a small percentage of particles. | |
| A commentary published this month on the website of the British Journal of Sports Medicine points out that covering your face during exercise “comes with issues of potential breathing restriction and discomfort” and requires “balancing benefits versus possible adverse events.” Masks do alter exercise, says Cedric X. Bryant, the president and chief science officer of the American Council on Exercise, a nonprofit organization that funds exercise research and certifies fitness professionals. “In my personal experience,” he says, “heart rates are higher at the same relative intensity when you wear a mask.” Some people also could experience lightheadedness during familiar workouts while masked, says Len Kravitz, a professor of exercise science at the University of New Mexico. | |
| The steroid, dexamethasone, is the first treatment shown to reduce mortality in severely ill patients, according to scientists in Britain. The drug appears to reduce inflammation caused by the immune system, protecting the tissues. In the study, dexamethasone reduced deaths of patients on ventilators by one-third, and deaths of patients on oxygen by one-fifth. | |
| The coronavirus emergency relief package gives many American workers paid leave if they need to take time off because of the virus. It gives qualified workers two weeks of paid sick leave if they are ill, quarantined or seeking diagnosis or preventive care for coronavirus, or if they are caring for sick family members. It gives 12 weeks of paid leave to people caring for children whose schools are closed or whose child care provider is unavailable because of the coronavirus. It is the first time the United States has had widespread federally mandated paid leave, and includes people who don’t typically get such benefits, like part-time and gig economy workers. But the measure excludes at least half of private-sector workers, including those at the country’s largest employers, and gives small employers significant leeway to deny leave. | |
| So far, the evidence seems to show it does. A widely cited paper published in April suggests that people are most infectious about two days before the onset of coronavirus symptoms and estimated that 44 percent of new infections were a result of transmission from people who were not yet showing symptoms. Recently, a top expert at the World Health Organization stated that transmission of the coronavirus by people who did not have symptoms was “very rare,” but she later walked back that statement. | |
| Touching contaminated objects and then infecting ourselves with the germs is not typically how the virus spreads. But it can happen. A number of studies of flu, rhinovirus, coronavirus and other microbes have shown that respiratory illnesses, including the new coronavirus, can spread by touching contaminated surfaces, particularly in places like day care centers, offices and hospitals. But a long chain of events has to happen for the disease to spread that way. The best way to protect yourself from coronavirus — whether it’s surface transmission or close human contact — is still social distancing, washing your hands, not touching your face and wearing masks. | |
| A study by European scientists is the first to document a strong statistical link between genetic variations and Covid-19, the illness caused by the coronavirus. Having Type A blood was linked to a 50 percent increase in the likelihood that a patient would need to get oxygen or to go on a ventilator, according to the new study. | |
| If air travel is unavoidable, there are some steps you can take to protect yourself. Most important: Wash your hands often, and stop touching your face. If possible, choose a window seat. A study from Emory University found that during flu season, the safest place to sit on a plane is by a window, as people sitting in window seats had less contact with potentially sick people. Disinfect hard surfaces. When you get to your seat and your hands are clean, use disinfecting wipes to clean the hard surfaces at your seat like the head and arm rest, the seatbelt buckle, the remote, screen, seat back pocket and the tray table. If the seat is hard and nonporous or leather or pleather, you can wipe that down, too. (Using wipes on upholstered seats could lead to a wet seat and spreading of germs rather than killing them.) | |
| If you’ve been exposed to the coronavirus or think you have, and have a fever or symptoms like a cough or difficulty breathing, call a doctor. They should give you advice on whether you should be tested, how to get tested, and how to seek medical treatment without potentially infecting or exposing others. | |
| “Delta did not notify us, but I saw online that the flights were canceled,” Linda wrote. “No emails. No phone calls. Nothing got a refund confirmation. Well, until I sent a private instant message through Facebook. Almost immediate reply. Asked for our names and confirmation number. Bingo. Refund confirmation received.” | “Delta did not notify us, but I saw online that the flights were canceled,” Linda wrote. “No emails. No phone calls. Nothing got a refund confirmation. Well, until I sent a private instant message through Facebook. Almost immediate reply. Asked for our names and confirmation number. Bingo. Refund confirmation received.” |
| The second course of action is to file a complaint with the transportation department. The federal agency tracks complaints by airline and releases them monthly; March complaints will be released in May and April complaints will be released in June. That data will be used by the department’s Aviation Enforcement Office to monitor airlines’ compliance with the refund policy, according to an agency spokeswoman. | The second course of action is to file a complaint with the transportation department. The federal agency tracks complaints by airline and releases them monthly; March complaints will be released in May and April complaints will be released in June. That data will be used by the department’s Aviation Enforcement Office to monitor airlines’ compliance with the refund policy, according to an agency spokeswoman. |
| Last tip: If you do manage to get an airline representative on the phone, do everything you can to get yourself passed around to another agent if the initial point of contact is unwilling to budge. That may mean asking to speak with a manager or asking to be transferred to a different department (then asking to be transferred back). Be patient; you’ll need a good chunk of time in order to let your options play out. | Last tip: If you do manage to get an airline representative on the phone, do everything you can to get yourself passed around to another agent if the initial point of contact is unwilling to budge. That may mean asking to speak with a manager or asking to be transferred to a different department (then asking to be transferred back). Be patient; you’ll need a good chunk of time in order to let your options play out. |
| Or, as Mr. Keyes recently put it on Twitter: “When a parent says ‘no’ what’s the #1 thing every kid knows to do? Go ask the other parent.” | Or, as Mr. Keyes recently put it on Twitter: “When a parent says ‘no’ what’s the #1 thing every kid knows to do? Go ask the other parent.” |
| Sarah Firshein is a Brooklyn-based writer. If you need advice about a best-laid travel plan that went awry, send an email to travel@nytimes.com. | Sarah Firshein is a Brooklyn-based writer. If you need advice about a best-laid travel plan that went awry, send an email to travel@nytimes.com. |
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