Experiencing a delay with your Smartwings refund?
You’ve claimed a complete refund for a cancelled flight and find yourself waiting. You may have received a communication from the airline or are still awaiting a response. No matter the situation, EU regulations dictate that your Smartwings refund should be processed within 7 days as required by law.
Wondering what to do if the refund is taking longer than that?
Smartwings Refund Delays: Your Action Plan
When are you entitled to Smartwings refund?
Whenever a flight is cancelled by an airline, they are obligated to offer you a refund.
For instance, in the European Union, if Smartwings cancels a flight, they must provide you with an option between a complete refund and another flight. It’s crucial to note that there are times when your only option is to request a refund, but sometimes — refund and flight cancellation compensation.
But what to do if your Smartwings refund is delayed?
Step 1: Reach Out to Smartwings
Get in touch with Smartwings customer service through their website.
They should respond within a week, unless there are major unforeseen circumstances, such as a global pandemic. If you don’t hear from them after a week, send follow-up messages. If needed, repeat this process after a few days to get their attention.
Step 2: Connect with Smartwings via Social Media
If Smartwings doesn’t respond, leverage the power of social media.
If emails and messages have gone unanswered for a few weeks, it’s time to engage Smartwings on platforms like Facebook and Twitter. Recall the 7-day timeframe and allude to Regulation (EC) No 261/2004, Articles 5 and 8.
Step 3: Decline Voucher Offers
Your Smartwings refund should be directly credited to your bank account.
You are not obliged to accept Smartwings vouchers or coupons.
Step 4: Reach out to the National Enforcement Body (NEB)
Every member state of the EU has such an institution.
The NEB of the country where your flight departs from should be your point of contact.
For instance, if your flight departs from Germany, your contact would be the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If your flight originates from a country outside the EU, reach out to the NEB of the country of destination. All contact information for these organizations can be found at this link.
You can get additional information here.
However, this process may require some patience on your part. The NEB usually takes about 2 months to make a decision, followed by a waiting period for Smartwings to process the payment. To ensure your case is not forgotten, consider posting reminders on Smartwings’ social media pages and utilizing other communication channels.
When Are You Entitled to a Smartwings Refund?
As per EU regulations, you are entitled to a full refund if Smartwings cancels your flight.
If Smartwings cancels your flight, you have two options: reschedule for free or get a full refund. This applies regardless of the reason for cancellation, even in exceptional circumstances. Refunds for cancelled flights should be processed within seven days.
Any delays in processing refunds by the airline are considered a breach of EU regulations, and passengers are entitled to consider proceeding with further actions.
How About If You’re The One Who Cancels The Flight?
Can you get a Smartwings refund if you cancel your Smartwings flight?
If you decide to cancel the flight, the refund procedure can become slightly more convoluted. Here are a few points to consider:
- Flexible tickets. If you’ve opted for a flexible ticket, chances are you’ll receive a refund, but it’s always advisable to review the airline’s terms and conditions to confirm.
- Non-refundable tickets. For non-refundable tickets, getting a full refund isn’t typically an option. Nonetheless, airlines might offer to refund the taxes you paid along with your ticket price.
- Travel insurance. If you are covered by travel insurance that includes cancellations, you may be able to secure a refund through your insurance provider, conditional on the reason for cancellation.
- Cancellation within 24 hours of booking. Some airlines offer a full refund if you cancel your flight within 24 hours of booking, provided the booking was made a minimum of 7 days before the scheduled flight.
- Family emergencies and serious illnesses. In case you need to cancel due to unforeseen events, such as an illness or death in the family, the airline may offer a refund or credit for future travel, subject to the airline’s policy.
Flight Cancellation Due to Extraordinary Circumstances: Can You Get a Refund?
In extraordinary circumstances like extreme weather conditions, strikes by airport staff (excluding airline staff), or safety concerns, airlines are exempt from paying flight compensation.
However, according to EU regulations (Regulation (EC) No 261/2004), if an airline cancels a flight, they must offer passengers a choice between a full refund or a new flight. This means that even if the cancellation is due to extraordinary circumstances, you still have the right to a refund.
Please be aware that the refund should be processed within one week. If you encounter any delays in receiving your refund, you are encouraged to follow the detailed plan provided above.
What is your experience with Smartwings refunds? Have you ever received a refund from Smartwings? Share your experience in the comments!