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Travel Troubleshooter: Refund still missing six months after seats were downgraded

DEAR TRAVEL TROUBLESHOOTER: I recently flew from Miami to Rome on ITA Airways with my wife. I paid an extra $160 for two upgraded seats. ITA Airways changed the type of aircraft, so we were downgraded to economy class. When we checked in, an ITA Airways representative promised that we would get a refund. He gave us a name and number at ITA Airways to contact. I called but got no answer. I emailed but got no response.

On our flight back, I visited the ITA Airways counter in Rome, and a representative gave me a different name and email address. But the result was the same: No response. (This time, the email address was invalid.)

Thinking that there might be a language barrier with the Italian speakers at ITA Airways, I then tried the ITA Airways ticket counter in Miami when we landed. A representative there gave me yet another set of numbers and addresses to contact for our refund.

I reached a representative by phone, who gave me instructions and an email address for submitting refund paperwork. I completed and submitted the paperwork promptly, but I haven’t gotten any response to my repeated requests for an updated status.

I have never received a refund, and it has been six months! Can you help me?

— Rocco De Mella, Boca Raton, Florida

ANSWER: You experienced what’s called an equipment change. This is when the airline switches the type of aircraft, then reassigns everyone to different seats. In your case, you and your wife were sent back to economy class, meaning you were involuntarily downgraded.

But before we unravel your case, let’s talk about why you spent $160 to get better seats. Airlines like ITA Airways moved the seats in economy class closer together, then tried to sell you the room they took away. And in your case, they sent you to the back of the plane anyway, but still kept your money.

ITA traces its lineage to Alitalia, the troubled Italian flag carrier that used to be an endless source of complaints for my advocacy team. I guess some things never change.

According to the Department of Transportation, you’re entitled to a refund of fees that are paid for an optional service, including baggage fees, seat upgrades or in-flight Wi-Fi, if you can’t use those services because of a flight cancellation, delay or schedule change. Also, ITA Airways was required to process your refund within seven days.

Your refund should have been automatic. No sending you to several ticket counters. No empty promises. No six-month wait.

I publish the names, numbers and email addresses of the ITA Airways customer service executives on my consumer advocacy site, Elliott.org. A brief, polite email to one of them might have made the process move along faster. You also could have complained to the DOT if this didn’t work or filed a credit card dispute.

I contacted ITA Airways on your behalf. A week later, the airline refunded your $160 seat-upgrade fee.

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.(c) 2024 Christopher ElliottDistributed by King Features Syndicate, Inc.