To help! Skylux Travel has kept my Delta refund

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DEAR TRAVEL TROUBLESHOOTING: My wife and I had made reservations through Skylux Travel for a Delta Air Lines flight from San Francisco to Paris and Athens for October 2020. Delta canceled the flight due to COVID-19. I requested a refund.

Christopher Elliott, the travel convenience store

Delta refunded my ticket to Skylux Travel last November. Since then, despite many calls and emails, I have not been able to get them to reimburse me. I’m told it happens, but it never happens. Can you help me get my $ 7,399 back?

– Alan Rubin, Tiburon, CA

REPLY: Skylux Travel should have returned the money to you as soon as it received the refund from Delta. Under federal regulations, when an airline cancels a flight, you owe an almost immediate refund to your credit card.

So what happened? Like so many other reimbursement cases that have crossed my office over the past year, I can only blame this on the COVID-19 effect. The companies dragged their feet with refunds – in your case, it wasn’t the airline but the travel agent.

You dealt with this one by the book. You have kept your correspondence in writing, both with Delta and Skylux Travel. You had case numbers and emails that you could forward to me, which you did. Good work!

This is one of the disadvantages of working with a third party such as a travel agency. Your airline’s reimbursement must go through another company, which creates a potential for delay. Why has Skylux Travel kept your money for almost a year? Maybe he was having an IT issue handling all COVID-19 reimbursements? Or maybe he wanted to keep the money as a kind of microcredit. Who knows?

I often wonder what would happen if the tables were turned. How would travel agencies react if customers decided to take their time paying for their plane tickets? What if we could take months or years to pay for our trip, long after we have made our trips? Of course, the travel industry would sink into anarchy. So why is it OK if travel agencies do it to us?

When I checked your case, it looked like Delta was looking for who had the money. But a few months later, it looked like your refund was still on. I share the Skylux executive contacts on elliott.org/company-contacts/skylux-travel-customer-service-contacts/ and have contacted them on your behalf.

“At first we couldn’t see any funds coming in from the carrier for this ticket,” a Sklux representative told me. “We contacted the help desk of the carrier’s travel agency to clarify this. We are happy to confirm that the funds will be received by us next week, and once that happens the refund will be processed immediately. We sincerely apologize for any inconvenience caused in connection with this request. ”

You have received every penny of your ticket.


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