Can You Dispute a Flight Charge? Here’s How

Disputing a charge for air travel is a necessary step when issues arise with a flight purchase, especially if service was not rendered or an error occurred. Understanding this process is important for consumers protecting their financial interests. It can involve direct communication with the airline or, if necessary, initiating a formal dispute with your credit card issuer.

Grounds for Disputing a Flight Charge

Several specific situations allow for the dispute of a flight charge. These include unauthorized activity on an account, such as a fraudulent charge for a ticket not purchased by the cardholder. Charges with an incorrect amount, or duplicate billing for a single transaction, also provide a basis for dispute.

Consumers may dispute charges when a flight is canceled by the airline and a refund is not issued, particularly if ticket terms or regulations entitle the passenger to one. This also extends to situations where significant services are not rendered, such as involuntary denied boarding. For example, if a passenger is “bumped” from an oversold flight, they may be entitled to compensation under US Department of Transportation (DOT) rules.

Under DOT regulations, airlines must provide minimum compensation to passengers involuntarily denied boarding due to oversales, based on the ticket price and the length of delay in reaching their destination. Disputes can also arise from services not being as described, such as significant changes to flight details without adequate notification or compensation.

Essential Information for Your Dispute

Before initiating any dispute, gathering comprehensive documentation is important to substantiate your claim. Begin by collecting all booking confirmations, which typically include your flight itinerary, ticket numbers, and passenger details. These documents serve as primary evidence of your purchase and the agreed-upon travel terms.

Maintaining detailed records of all communication with the airline is also important. This should include dates, times, names of airline representatives, and a summary of each conversation, whether by phone, email, or online chat. Any emails confirming changes, cancellations, or promises of refunds should be retained. Additionally, bank or credit card statements clearly showing the disputed charge, along with any relevant receipts or screenshots, should be collected.

Disputing with the Airline

The initial step in challenging a flight charge involves direct engagement with the airline. Most airlines provide specific channels for customer complaints and refund requests, often through their customer service departments, dedicated online forms, or written correspondence. Identify the appropriate contact method and department.

When contacting the airline, clearly and concisely present your issue, referencing the documentation you have already gathered. The US Department of Transportation (DOT) requires airlines to acknowledge consumer complaints within 30 days and to provide a written response within 60 days. The airline’s response may include an offer of a refund, a travel credit, or a denial of your claim, which will influence your next steps.

Initiating a Credit Card Chargeback

If direct resolution with the airline is unsuccessful, initiating a chargeback with your credit card company or bank is another option. The Fair Credit Billing Act (FCBA) provides consumers with rights concerning billing errors on credit card statements. Under the FCBA, you generally have 60 days from the date your credit card statement was issued to dispute a charge in writing.

When filing a chargeback, contact your card issuer to explain the situation. The issuer will request details of the transaction and supporting documentation you have prepared. While the FCBA sets a minimum of 60 days, major card networks like Visa and Mastercard often allow up to 120 days from the transaction date to initiate a dispute, depending on the reason code. Your card issuer will investigate the claim, which can take up to 90 days, and may issue a provisional credit to your account during this period.