How to Complain About a Refund That's Being Delayed or Refused
When a travel company owes you a refund but keeps stalling — or pushes a credit instead of cash — a firm written demand with a deadline usually works far better than calling. If they still refuse, a credit-card chargeback is often the fastest way to get your money back.
Quick answer
What this problem means
A delayed refund is money the company already agreed (or is legally required) to return but hasn't. Common tactics include 'processing' delays, offering credit instead of cash, or bouncing you between departments. Most card networks let you dispute a charge for services not provided or not as described — and that deadline is usually measured from the transaction or expected delivery date, so don't wait too long.
What evidence to gather
What to ask for
- The full refund in cash to your original payment method
- A specific date by which it will be processed
- Confirmation in writing, not just over the phone
- Interest or compensation for an unreasonable delay, where applicable
Sample complaint wording
On [date] you agreed I am owed a refund of [amount] for [booking ref]. To date it has not been paid despite [number] requests. I require the full amount refunded to my original payment method within 14 days, failing which I will dispute the charge with my card issuer and complain to [regulator].
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When to escalate
If the deadline passes, file a credit-card chargeback immediately (it's the most effective route for refused travel refunds), complain to your consumer-protection regulator, and use small claims court for larger amounts.