What Happens If You Dispute an Airline Charge?

Disputing an airline charge involves formally questioning a transaction on your credit card statement with your credit card issuer. This process allows consumers to seek recourse when they believe an airline has incorrectly billed them or failed to provide the services purchased. The right to dispute charges is a protection for consumers, particularly when services are not rendered as agreed or when billing errors occur.

Preparing Your Dispute

Before initiating a formal dispute with your credit card company, gather comprehensive information and attempt direct resolution with the airline. Begin by collecting all relevant transaction details, including the date of the charge, the exact amount, the airline’s name, and any flight numbers or booking references.

Document all communications with the airline regarding your issue, noting the date, time, and the name of the representative spoken to, along with a summary of the conversation. Maintain copies of all correspondence, such as emails, chat transcripts, and any formal letters. This record demonstrates your effort to resolve the matter directly.

Assemble all supporting documentation that validates your claim. This may include flight confirmations, tickets, cancellation notices, or proof that the service was not provided, such as evidence of a missed flight due to airline fault or a denied boarding despite a valid ticket. If you incurred additional expenses as a direct result of the airline’s actions, like new flight tickets or hotel receipts, include these as well.

Clearly define the precise reason for your dispute, whether it is for services not rendered, a duplicate charge, an incorrect amount, or an unauthorized transaction. Presenting a well-supported and specific reason strengthens your position.

The Chargeback Process

Once you have prepared your documentation and attempted direct resolution, initiate the chargeback process with your credit card company. You can typically contact your credit card issuer by phone, through their online portal, or by mail to report the disputed charge. Be ready to provide all transaction details and supporting documentation.

Under the Fair Credit Billing Act (FCBA), consumers generally have 60 days from the date the first statement containing the error was mailed to dispute a charge. Prompt action is advisable to ensure your dispute falls within this timeframe. Your credit card company will require specific information, such as the merchant’s name, the transaction date, and the reason for the dispute.

Upon receiving your dispute, the credit card company typically places a temporary credit on your account for the disputed amount while they investigate. This immediate action helps protect you from paying for a charge under review. The credit card company then notifies the airline about the chargeback request.

This notification initiates a formal communication and documentation exchange between you and your credit card company. The credit card issuer acts as an intermediary, collecting necessary information from you to present to the airline.

Investigation and Resolution

After the chargeback has been initiated, the credit card company begins a formal investigation, acting as a neutral third party to review the evidence presented by both the consumer and the airline. During this phase, the airline is given an opportunity to respond to the chargeback. They will typically submit their own documentation and justification for the charge, attempting to refute your claim.

The credit card company may request additional information or documentation from you to strengthen your case or to address specific points raised by the airline. Responding promptly and thoroughly to these requests is important for the successful progression of your dispute. The entire investigation process can vary in length, often taking several weeks to a few months to reach a definitive conclusion.

There are several possible outcomes for a disputed airline charge. If the credit card company rules in your favor, the temporary credit previously applied to your account becomes permanent, and the airline is held responsible for the charge. Conversely, if the chargeback is denied, the credit card company determines that the airline’s charge was valid, and any temporary credit issued will be reversed.

Denials can occur due to insufficient evidence from the consumer or strong counter-evidence provided by the airline. In some situations, a partial resolution might be reached, where a partial refund or credit is issued. Should you disagree with the credit card company’s final decision, you may have limited options for appeal directly with the credit card company, typically requiring new compelling evidence.