The wait for your Air Europa refund seems endless…
You have initiated a refund request due to a flight cancellation, but you haven’t received the refund yet. Perhaps you have received a communication from Air Europa explaining the circumstances, or maybe they have yet to respond. Every situation is unique, but there is one essential point to remember. In the EU there are strict regulations in place. According to these, your Air Europa refund should be processed within 7 days.
But what if the wait extends beyond this?
Air Europa Refund Is Taking Forever: Step-By-Step Plan
What are your entitlements when it comes to an Air Europa refund?
When an airline cancels a flight, they are obligated to offer you a refund.
For instance, in the European Union, if Air Europa cancels a flight, they are required to give you an option between a full refund and an alternate flight. Understand that sometimes it’s just a refund, but at other times — refund and flight cancellation compensation.
Step 1: Reach Out to Air Europa
Contact Air Europa customer service through their website.
Unless there’s a significant and critical occurrence, like a global pandemic, they should respond in under a week. If a week passes without any communication, send additional messages. Continue doing this every few days if necessary to get their attention.
Step 2: Contact Air Europa via Social Media
If Air Europa doesn’t respond, use social media.
After a few weeks of unanswered emails and messages, turn to Facebook and Twitter to reach Air Europa. Emphasise the 7-day deadline.
Cite the Regulation (EC) No 261/2004, Articles 5 and 8.
Step 3: Don’t Agree to Air Europa Vouchers
Your Air Europa refund should be credited to your bank account.
You are not obligated to accept Air Europa vouchers or coupons.
Step 4: Reach Out to the National Enforcement Body (NEB)
Every member state of the EU has such an establishment.
Contact the NEB of the country your flight originated from. If your flight commenced from Germany, reach out to the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If it’s a flight from a country outside the EU, get in touch with the NEB of the destination country. You can find all the contact information of these organizations here on this page.
Find out more about this here.
Although the fourth option is the most promising, it’s also the most time-consuming. Typically, it’s around 2 months before the respective NEB makes a decision. Then, there’s additional waiting time until Air Europa executes the payment. For the best results, persistently remind them about your case on Air Europa’s social media pages and other communication channels.
Air Europa Refund: When Are You Entitled to It?
Under the EU rules, you are entitled to a full refund if Air Europa cancels your flight.
In case of a flight cancellation, Air Europa must offer you an option between re-routing (free replacement flight) or refunding the total cost of your ticket. This regulation applies regardless of the reason for the cancellation, including in the event of extraordinary circumstances.
The Air Europa refund for cancellation should be processed within seven days.
Any delay by the airline in processing refunds contravenes EU regulations, and passengers have the right to pursue further action.
What If You Cancel the Flight Yourself?
If you are the one to cancel the flight, the refund process becomes a bit complex. Here are some factors to consider:
- Flexible tickets. If you’ve bought a flexible ticket, you will probably be able to get a refund, but always verify the airline’s terms and conditions to be sure.
- Non-refundable tickets. Typically, with non-refundable tickets, you can’t get a complete refund. However, airlines might offer to refund the taxes you paid as part of your ticket price.
- Travel insurance. If your travel insurance includes cancellations, you might be able to get the full cost of your ticket refunded.
- Cancellation within 24 hours of booking. Some airlines will offer a full refund if you cancel your flight within 24 hours of booking, as long as the booking was made at least 7 days before the flight’s departure.
- Exceptional circumstances. If you have to cancel due to a family emergency or health issue, the airline may offer you a refund.
Flight Cancellation Due to Extraordinary Circumstances: Can You Get a Refund?
When unforeseen events such as severe weather, airport staff strikes (excluding airline staff strikes), or safety issues arise, it’s standard practice for airlines to not be held accountable for flight cancellations.
However, as per European Union laws (Regulation (EC) No 261/2004), when a flight is cancelled by an airline, passengers must be given the choice between a complete refund and an alternative route.
Thus, even if the cancellation is due to extraordinary circumstances, you’re still eligible for a refund when flying with Air Europa.
Take note that the refund should be made within seven days. If your refund is delayed, it is advised to follow the outlined step-by-step plan mentioned above.
What is your experience with Air Europa refunds? Have you ever received a refund from Air Europa? Share your experience in the comments!