[Dave Bastin]

Early August I had a Premium Economy booking for two from Rio de Janeiro Brazil to Santiago Chile. This was to then transit to Auckland New Zealand business class. The flight from Rio de Janeiro to Santiago on 7 August (homebound) we issued you a premium economy flight. Unfortunately there has been a schedule change and the flight will not be offering premium economy now on this 5 hour flight. It will be economy only.
I have been battling ever since to try and get a refund and so has my travel agent. They are refusing to refund anything.

[jimworcs]

On what basis are they refusing?

[Dave Bastin]

Hi Jim
They are just refusing with no reason at this stage.

[jimworcs]

That s ridiculous. You paid for a service, and they until provide it. It's a slam dunk if you take them to court. What jurisdiction do you live in?

[Dave Bastin]

I originally complained through my travel agent who went to the NZ LAN rep all with no result. Then I joined this web site and suggested legal action to my travel agent and complained directly with LAN complaints through their web site and at last a result. They will give a voucher for use on their airline for $US1400 to be used in a year.
A good result just a shame it had to be so difficult to get a satisfactory result.

[stonecold_1981]

Dave - If I were you, I would ask for a cash refund (vs. a voucher) -- unless, the voucher value is significantly above the cash refund they owe you.
As Jim mentioned, you paid for a service and you did not get that service. There is no way they can get away with just a voucher!

[jimworcs]

I agree.. If the voucher is a higher value than the actual amount paid and you were going to travel with them anyway, take it. If not, you are legally entitled to a refund and you should demand this. These vouchers are often more trouble than they are worth, hard to redeem, expire and can't be combined with other offers. Demand cash.