Non-rev refunds

Hello all. Hoping some LH staff may be able to help. I requested a refund for an unused refund for a LH segment. Nearly two months later I still have not received my money back. I had emailed the MYID team at LH and they say there was an IT issue and it is being looked into. However it has been nearly two months, and not they will not reply to my emails (which have been 100% polite and not pushy). I’m reluctant to raise a dispute with my credit card company. Does anyone else have any experience with refunds on LH taking a very long time?

I’ve requested refund many times and it all has been very fast. Are you refunding from mytravelid? I would mess with that listing first then call to escalate. I’m not sure if I would bring the credit card company into this unless you are willing to burn a bridge.

Hi. Thanks for the reply. I canx the segment in MyID and got a confirmation of canx but the ‘refund’ button is greyed out and will not let me press. When I go back into the ticket the coupon shows again as open but now I can’t do anything. The PNR and etkt number both show as invalid if I try to load ticket in LH system or MyID hence I had to contact the team. They quite quickly replied and say they are looking into it but it’s been two months now and they still haven’t refunded and they aren’t answering emails. As you say I do not want to cause an issue by raising with my credit card but at the same time I’m out quite a bit of money.

Sorry for the late reply. If you are unable to cancel the ticket or click the refund button the only suggestion left is to email frequently. I don't believe there's a number although there is a "helpdesk" referred in the id agreement page so perhaps there is one floating out there. Sorry I can't be anymore of help. Good luck.

Thanks, I have tried this email from ID Agreements but for last month I get no reply. I will keep trying.

Hopefully you’ll get through soon. I think I had the same problem with a TK segment. It wouldn’t let me cancel or refund because the link was redundant/grayed out. They emailed me back after a few days to fix. Not sure if they did something on their end but you can at least try what they replied back. Good luck!

This was my email to them:
Hello,

I am trying to access PNR xxxxx so I can cancel and proceed with a refund request. However, I have been getting an error when I try to access PNR. I can access the ticket but not the PNR. Please advise.


We would like to cancel the tickets and request a refund.

This was their reply:
Please click flight list - click ticket number- click retrieve ticket - click refund.
If you have an error, please send screenshot about failure.
Thanks and Kind regards,