Passengers Scratch Their Heads at Small Checks Compensating for Big Mistakes
The anger travelers feel after a canceled flight can flare up all over again when the refund from the airline that arrives is only a fraction of the original ticket price.
United canceled Bill McCanne's connecting flight from Denver to Eagle County Airport near Vail, Colo.—the last leg of a $1,414 trip to Northern Ireland—because of crew problems. United offered Mr. McCanne and his wife Deb the choice of waiting 24 hours for another flight or getting a refund on the canceled flight and taking ground transportation home at their own expense. They drove and waited for the refund. United sent $27 for each ticket, even though the off-season fare between Denver and Vail is more than $200 each way.
"I think it's completely unfair," Mr. McCanne said, adding that United didn't explain how they reached that number. "No matter how they did it, it is ridiculous."
United now says the refund represents the portion of the total fare that it attributed to the Denver-to-Vail leg of the trip: $20.04, plus $7 in related government taxes and fees. When a fare is offered for a connecting itinerary, the airline internally prices each segment of the trip.
But passengers point out that if they miss a flight or change plans, they're the ones who typically pay a hefty penalty: a $200 fee to change a domestic nonrefundable ticket, plus any difference in published fares, for example.
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