I was downgraded on my ITA Airways flight. Why can’t I get a refund?

When ITA Airways changes Rocco De Mella’s plane from Miami to Rome, he loses the seat upgrade he had purchased. An airline representative promises him a quick refund. But six months later, the airline still has his money.

Question

I recently flew from Miami to Rome with ITA Airways with my wife. I paid $160 extra for two upgraded seats. ITA Airways changed the plane type, so we were downgraded to economy.

When we checked in, an ITA Airways representative promised us a refund. He gave us a name and phone number to contact at ITA Airways. I called but got no answer. I sent an email but got no answer.

On the return flight, I went to the ITA Airways counter in Rome and a representative gave me a different name and email address. But the result was the same: no response. (This time, the email address was invalid.)

Thinking there might be a language barrier with the Italian speakers at ITA Airways in Italy, I then tried the ITA Airways ticket counter in Miami when we landed. A representative there gave me another another set of numbers and addresses to contact for our reimbursement.

I contacted a representative by phone, who gave me instructions and an email address to submit the refund documents, which I completed and sent promptly. I have received no response to my repeated requests for status updates and have never received a refund. It’s been six months! Can you help me get a refund? — Rocco De Mella, Boca Raton, Florida

Answer

You have undergone what is called a re-equipment. That is, the airline changes the type of aircraft and then reassigns each passenger to different seats. In your case, you and your wife were bumped to economy class, which means you were involuntarily downgraded.

How does an equipment change work?

Equipment changes can occur for a variety of reasons, including maintenance issues, operational efficiency issues, or changes in passenger demand. While these changes are often necessary for airlines to maintain their schedules, they can have significant implications for passengers, particularly with respect to seat assignments.

Many travelers are caught off guard by airline equipment changes. Here’s what you need to know about this common issue and how it can affect your seat:

• Differences in seating arrangement. Different aircraft models have different seat configurations. Your carefully selected aisle seat may become a middle seat, or your extra legroom seat may no longer exist.
• Class of service changes. In some cases, an equipment change may result in an upgrade, but it is much more likely to result in a downgrade of your class of service, especially if the new aircraft has a different cabin configuration.
• Separate travel groups. Families or groups traveling together may find themselves seated separately due to the seating layout of the new aircraft.

Airlines have pretty advanced seat-changing algorithms that make sure you get a comparable seat. But they’re not perfect, and there’s a good chance you won’t get the seat you paid for (if, indeed, you paid for an assigned seat).

The best way to avoid a problem with an equipment change is to check your booking before you fly. If you notice a change that affects your seat, contact the airline as soon as possible to discuss alternatives.

Note: Airlines are not required to compensate for equipment changes, but they must make reasonable efforts to accommodate your original seat preferences. If they are unable to do so, you should receive a refund of your seat reservation fee.

What happened to your ITA seat reservations?

Before we break down your case, let’s talk about why you spent $160 to get better seats. Airlines like ITA Airways moved economy seats closer together and then tried to sell you the seat they took away from you. And in your case, they still sent you to the back of the plane but then kept your money.

The ITA’s roots go back to Alitalia, the troubled Italian national airline that was once an endless source of complaints for my advocacy team. I guess some things never change.

According to the Department of Transportation, you are entitled to a refund for fees paid for an optional service, including baggage fees, seat upgrades or in-flight Wi-Fi, if you are unable to use these services due to a flight cancellation, delay or schedule change. Additionally, ITA Airways was required to process your refund within seven days.

Your refund should have been automatic. No need to send you to multiple ATMs. No empty promises. No six-month wait.

I publish the names, numbers and email addresses of ITA Airways customer service representatives on my consumer advocacy site, Elliott.org. A brief, polite email to one of them might have expedited the process. You could also have complained to the Department of Transportation if that didn’t work, or filed a credit card complaint.

I contacted ITA Airways on your behalf. A week later, the airline refunded your $160 seat upgrade fee.