My partner was supposed to fly with Brussels Airlines (BA) with SN3617 (17 November).
She received an email from BA the 22nd October saying the flight has been re-scheduled. In the email, there was the option to agree with the proposed change or not, and a link to request a refund.
The message was: “In case you no longer wish to fly, you can request a refund [here](https://www.brusselsairlines.com/en-be/contact-us/cancel-refund/default.aspx?utm_source=sn&utm_medium=email&utm_campaign=schedulechange&utm_content=refund).”
She requested a refund twice via the website form (a few days after the email, then a week later) but she never received any answer, not even to acknowledge that BA received the request.
From the [BA FAQ](https://faq.brusselsairlines.com/l/en/change-cancel-and-refund/my-cancelled-flight-has-been-rescheduled-to-a-new-travel-date-can-i-still-change-this), she should be able to be refunded in this case.
I also found [on the European Commission website](https://ec.europa.eu/commission/presscorner/detail/en/IP_21_4944) that airlines are supposed to refund passengers within 7 days.
What should we do? We don’t even have a proof that we requested a refund because we don’t have any answer from BA. I fear that they could say later that they never received any demand for a refund.
Is there an email we could use to contact them which doesn’t use the forms on their website ?
3 comments
Contact them on twitter with your booking reference, i did it few month ago and they told me the refund process failed and they fixed it. I received my money shortly after that
Keep on sending messages through social media.
I had a similar request pending for a refund, they kept on asking me to be patient and saying that their department is handling it. It took several months, but in the end I got the refund.
They were having a lot of issues with delayed repayments but I don’t think they will deny having received the request for a refund.
https://www.luchtvaartnieuws.nl/nieuws/categorie/2/airlines/brussels-airlines-zet-vaart-achter-terugbetaling-geannuleerde-tickets
For the record, the two letter code for Brussels Airlines is not BA, it’s SN. BA is reserved for British Airlines.
Doesn’t matter much here, but it’s probably good to be aware of if you’re ever going to do any official communication about them.