Airline cancelled the WRONG flight, I'm on the hook for hundreds!
I'm wondering if anyone would be able to provide some advice to help me get a refund from Flair Airlines, who cancelled the wrong flight of mine without my consent.
Back in December, I booked two flights with Flair Airlines: one on January 30th, and one on March 12th. I had full intention of cancelling one within 24 hours, because I wasn't sure which date would work best at the time of booking but wanted to take advantage of the Boxing Day deal.
Within a couple hours of booking, I submited an online request to cancel the January 30th flight. A few hours later, I get an email from Flair telling me for whatever reason, my flight wasn't eligible for a refund. I asked the customer service agent to double check that and sent him the details of the flight I wanted to cancel on January 30th. While I was waiting for a response, I also called into Flair's customer service department and made the same request, explicitly noting to make sure that the March 12th flight is left intact and not cancelled. The customer service agent then responded to me by apologizing and noting that he had made a mistake and was able to refund the flight after all. He confirmed the flight had been refunded. Problem solved!
Fast forward to yesterday, March 11th, and I went to check into my flight for the 12th. I realized it had been cancelled! I called Flair's customer service line, and the agent told me I had requested that flight on the 12th to be cancelled. I told him I certainly had not, and I had the email record to prove it. However he said the only thing I could do, as he didn't have the authority to rebook flights, would be to book a new fare for the next day at full cost and submit a request for a refund to Flair's "head office". He then issued a refund for the January 30th flight that I'd initially requested to cancel many months ago. So, I followed his advice – booking a $460 next day flight and submitting a refund request for approximately $330, the difference between the cost of the new flight and the old flight.
Now, I've been waiting for a response from Flair, but they've stopped responding to my 66顺彩票地址 messages, aren't answering me via email, and have pretty much fallen off the face of the earth. I feel like I'm owed my $330 since the cancellation was an error on Flair's part, but they're not issuing me the refund.
I need some advice – should I be reporting this to the CTA and hoping they can help resolve the issue? Should I be taking this directly to small claims court, and if I do, is there any chance I'd win or at least have Flair settle and pay me back? This mistake was their fault and I have the full paper trail to back it up.
TL;DR: Flair cancelled the wrong flight of mine after I explicitly told them to cancel the other one I had booked. I have a paper trail to back up the fact that this was their mistake. But they've stopped responding to my messages and email, and aren't compensating me for the much more expensive last-minute fare I was forced to book with them instead. What should I do?