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Q: My ancestors and I canceled our airline tickets aftermost year because of COVID-19. Singapore Airlines promised to acquittance the tickets but said it would booty 16 weeks.

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I filed a acclaim agenda altercation with Citibank. Citibank issued a acting acclaim for the tickets. A ages later, Singapore Airlines refunded one of the bristles tickets. But then, in October, Citibank bankrupt the affirmation and answerable us afresh for all the tickets.

Our acclaim agenda aggregation said Singapore Airlines accomplished a chargeback in September, and we absent the claim. Singapore said they “allowed the chargeback” for the added four tickets in summer and accordingly they won’t acquittance the money again, but the acclaim agenda aggregation said it’s Singapore Airlines who we charge to accord with. Can you advice us?

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A: If Singapore Airlines promised you a refund, you should accept accustomed one. But this case looks a little upside-down.

Normally, you would not get a acquittance for tickets you canceled during the pandemic. Airlines are alone appropriate to acquittance tickets aback they cancel. Otherwise, you get an expiring admission credit. I don’t accede with that, by the way. I anticipate if the government warns you adjoin traveling, or if there’s no way you can cautiously or accurately biking somewhere, afresh you should additionally get a refund. But that’s a altercation for addition time, and it’s article legislators and customer advocates are arguing about at the moment.

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Anyway, it looks like you complicated things by filing a acclaim agenda dispute. I’m not absolutely abiding why you approved to barb your money aback afterwards Singapore Airlines promised you a refund. A acclaim agenda altercation is a nuclear option. Under the Fair Acclaim Billing Act, you about accept 90 canicule to altercation a purchase. Afterwards that, your abutting footfall would be baby claims court.

I’m additionally not abiding why Citibank accustomed you to book a acclaim agenda dispute. Someone from Citi should accept brash you to delay for Singapore to accomplish acceptable on its promise. But alike so, a accounting affiance to acquittance the money is like a debit memo. If you appearance it to your acclaim agenda issuer, it’s an about automated acquittance — unless things get as alloyed up as they did in this case.

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I consistently acclaim contacting the aggregation directly. I account contacts for all the admiral at Singapore Airlines on my site, elliott.org.

This case took some untangling. It turns out the fractional acquittance you accustomed was for an upgrade. Singapore anticipation Citi had your money. Citi anticipation Singapore had your money. My aggregation and I spent some time tracking bottomward the refund. Singapore assuredly refunded all bristles tickets, as promised.

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