Refunds inhibited due to covid-19 airline policy changes

1st April 2020

As you are aware, future airline travel has been radically inhibited due to the Worldwide COVID-19 pandemic. Many flights have been cancelled, and in such cases the airlines typically would allow agents to refund these tickets on behalf of their clients.

Unfortunately, due to the massive amount of refunds pending, most airlines have changed their policies, and have unilaterally inhibited refunds even if the tickets by rule are fully refundable such as Marine Fares.

Furthermore, the normal process of refund processing through the airline reservation system has been shut down. Most airlines are alternately requiring agents to submit manual refund requests through web portals. Some airlines are rejecting refunds altogether in lieu of a future travel credit. A few carriers have ceased operations entirely and are not providing any information on pending refunds. We expect that this is a temporary situation, but of course each airline policy is unique and changes hourly.

GMT has processed hundreds of refunds over the past weeks and will continue to work within the new guidelines to obtain refunds for our customers. We ask for your patience and understanding that we are doing all we can to obtain customer’s funds back from the airlines.

Unfortunately, GMT has no control over airline policies, acting as agents only to facilitate the sale of their tickets to our customers. We will continue to work through this on your behalf to obtain refunds, although we cannot guarantee a refund will be forthcoming if the carrier changes their policy.

Our hope is that ultimately all funds paid for unused tickets will be refunded to our customers.

Thank you for your understanding.