[mquamar]

PASSENGER: QAMAR/MUHAMMADS
TICKET(S): 005 2173 194 079
REFUND REQUEST ID:12240975

I purchased a fully refundable ticket (FARERULE: REFUNDABLE) from Continental Airlines on October 9, 2009 in the amount of $1866.50.
I decided to travel with another airline and requested Continental to refund. They told me that it was going to be refunded to my credit card. My credit card did not get any refunds for months so I called back and made another request. I did not hear from them for months again. I then called a few more times but no luck.
Finally, on April 11, 2010, I received an email from Continental's Refund Department that the ticket was purchased over a year ago and has no monetary value therefore a refund could not be issued.

[jimworcs]

What date did you first request the refund?

[mquamar]

October 10, 2008

[jimworcs]

That date doesn't make sense.. how could request a refund before you bought the ticket?

[mquamar]

The ticket was bought on October 9, 2008

[mquamar]

The purchase date October 9, 2009 in the original post is a type; it is actually October 9, 2008. thanks

[jimworcs]

I am still confused:

If you bought the ticket on the 9th October 2008 and you requested a refund on the 10th October 2008, then you are clearly entitled to a full refund. I suspect you bought the ticket on the 9th October 2008 and requested the refund on the 10th October 2009. That is one year and 1 day. The maximum validity of all CO tickets is 12 months.

These are the rules:

B) Refunds - Voluntary
For tickets eligible for refunds, unless it is an involuntary refund as stated in Paragraph (A) above, CO will upon the Passenger’s surrender of the unused portion of a CO issued ticket or voided eTicket, refund to the Passenger as follows:

1. 1. 1. If no portion of the Ticket has been used, in accordance with these rules, the refund will be an amount equal to the total fare and charges paid.

1. 1. 1. If a portion of the Ticket has been used, in accordance with these rules, the refund will be an amount equal to the positive difference if any, between the fare and charges applicable to the Ticket issued to the Passenger, and the fare and charges applicable to the transportation of the Passenger covered by the used portion of the Ticket.
         
      2. Refund will be made, provided application for such refund has been made not later than the expiration date of the Ticket.
         
      3. CO assumes no obligation to issue a voluntary refund unless such Ticket was issued by CO as a CO Ticket. The term "CO Ticket" means Tickets printed, imprinted or issued electronically with the CO carrier code (005) as part of the Ticket serial number.
         
      4. Any applicable administrative service charge or cancellation fee included as part of the published fare rule for the Ticket in question will be deducted from the amount to be refunded under 1) and 2) above.
         
      5. CO will issue refunds for eligible tickets within seven (7) business days for credit card purchases and 20 business days for cash purchases.

The highlighted section details the relevant point. However, I think you have a valid point. A fully refundable ticket implies you could get a refund at any time. What possible justification is there for Continental to keep your money? What service have they offered for this money? It is outrageous, however, I suspect it is also legal.

[mquamar]

My first call to Continental was on October 10, 2008, a day after I bought the ticket because I bought a cheaper ticket from Northwest Airlines on the same day. I mentioned to Continental's representative about the purchase of Nortwest ticket and wanted my money back
I made numerous request for the refund throughout the year 2008; my phone record will as well as Continental's recorded call should verify it.

Initially, they were going to credit it back to my American Express that never happened. In March 2009; they told me that they weren't able to credit my credit card because the last four numbers on the card did not match with with the number they had on file. I explained that my card was replaced and it was the same card with different number but the representative told me that the refund would be in the form of a check and the check never arrived. I called again in July 2009, September 2009, November 2009, January 2010, February 2010, March 2010, April 2010.

This complain has been filed with local BBB and the Department of Transportation's Aviation Consumer Protection Division.

[Gromit801]

File a complaint with your own state's consumer affairs office as well. If an airline does business in a state, they do have to abide by that state's business laws as well.

[jimworcs]

You have an open and shut case.. if you requested the refund the following day and have waited this long, I think you have the patience of a saint. I would long ago have filed suit in small claims court... Continental do not have a leg to stand on in this issue.

[mquamar]

I've already filed a complaint with the consumer affairs.
If I don't hear from Continental within the next few days with a positive response to my BBB complaint then my next step is to file a suit with Small Claims Court.