Flight cancellation with ticket refund
from Armin Trojer
Due to the flight cancellation from Vienna to Athens, the passenger was offered the choice between an alternative flight or a refund of the ticket price by the airline. The passenger opted for a refund of the ticket price, as the planned trip had become pointless for him due to the cancellation. He submitted the application directly to the airline at the airport.
After three months, he still had not received payment on his current account and contacted apf. In addition to the ticket refund of around 98 euros, apf demanded a compensation payment of 250 euros in accordance with Regulation (EC) 261/2004.
The airline then informed us that the refund had already been made in February and that the ticket costs had been transferred to the traveler's credit card account. As a general rule, refunds are always made in the same way as the original payment was made (credit card, travel agency, etc.). In our case today, the money was therefore not refunded to the current account but to the credit card used to pay for the flight ticket.
The compensation payment was initially rejected on the grounds that the passengers had been informed of the cancellation in good time. According to the Passenger Rights Regulation, the burden of proof lies with the operating airline as to whether and when a passenger was informed. As no proof could be provided by the airline in today's case, apf finally obtained the compensation payment for the complainant.
If you are also affected by a flight delay or cancellation, you can find out here what rights you have and what the airline must offer or pay you.
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How does the apf go about mediating between the passenger and the airline?
Mediation is carried out by apf contacting the company after we have received your complaint. The airline will be given a brief description of the situation, the legal claims and informed that an arbitration procedure will be opened for clarification. The airline then has three weeks to respond to the apf. If both parties, i.e. you and the airline, accept the solution proposed by apf, they agree to a so-called effective out-of-court settlement. We have already established a very good working relationship with many airlines. This is the reason why in most cases apf achieves a quick solution within a few days.
We have summarized all information about the arbitration procedure for you on the apf website