Solving Problem 7: Airline Refund Runaround – Boston News, Weather, Sports

ASHLAND, MASS. (WHDH) – Key West, Fla. doesn’t seem like the worst place to be stranded due to a canceled flight. But a local couple say their airline has promised to reimburse their expenses. Instead, they got a refund. So they called Solve It 7. Brandon Gunnoe has the story.

Diane and her husband spent five fun-filled days in Key West this winter.

“We loved our vacation, but it was time to go home,” Diane said.

But the Ashland couple received bad news at the airport: their airline has canceled their flight home. The first flight they could catch was in two days.

“We were stuck,” Diane said.

And things got worse.

“She came over the loudspeaker and announced that there were no hotels or rental cars available in Key West. I freaked out,” Diane said.

Diane started calling hotels. She was not looking for extravagant accommodation.

“We would have stayed anywhere. We didn’t want to be stuck at the airport. We didn’t want to sleep on the airport floor,” Diane said.

She found a hotel and says an airline representative told her she would be reimbursed for her room, taxis and meals.

“She told us that they would mark our accounts. So when we return, deposit our refunds. We would be reimbursed. No questions asked,” Diane said.

When Diane returned home, she sent the airline her receipts which amounted to approximately $1,300.

“I got a response that they would give me a $300 refund for my trips. And clearly, that was not acceptable. If I’m missing $1,300, I won’t accept $300,” Diane said.

She argued with the airline.

“Key West just isn’t a cheap place to be stuck for two days,” Diane said.

Sensing she was getting a refund, she called Solve It 7.

“I know you got a resolution for people,” Diane said.

We contacted the airline who said, “After reviewing this case in more detail, we have determined that the expenses submitted were reasonable based on the location. We apologize to our customer for the inconvenience caused.”

Two days later, Diane got her refund and was flying high.

“It was a long process. It was very stressful, it took a lot of time. So, I’m very grateful for all of your efforts,” Diane said.

Do you have a problem that makes you feel stuck? Email [email protected] or call us at 617-367-7777.

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