Lufthansa refund/rebook

We are in the same predicament for our flights for our Best of the Adriatic tour which we are canceling. I called Luftansa and was told there is a $300 per ticket fee and the remainder could be used to rebook a ticket before a year from the day our flight was scheduled to depart. The rebooked ticket can be anywhere Luftansa flies. We are waiting until a couple of days before our flight is scheduled to depart in case Luftansa cancels the flight in which case we should get a full refund.

Carol thanks for your reply. I was on the phone for two hours with travel guard hoping I would hear good news, but didn’t. Do you know if you have to rebook right away? I would try to rebook for Athens once again next spring, but won’t know dates until late summer. Did they indicate if you would have to do it right away? I will keep fingers crossed for both of us that our flights are canceled! Unfortunately I read that they’re going to continue the route from Frankfurt to Chicago which is what I am on.🙁

It looks as if the free rebooking is good for flights leaving before April 30, which mine is not. You can only rebook through December 2020. We are booked on flight from LAX to Salzburg on May 22 so probably have a few weeks to wait until we can rebook.

Hope that folks do not mind my asking a related question: We booked on United, using mostly miles, flights that United offered both operated by United and by "their partner" Lufthansa. I have rejoiced with the fact that Rick Steves cancelled our trip to Greece and has offered to refund in full our payments. I have also rejoiced that I was able with ease to cancel and not lose any $ for reservations at hotels for extra nights prior to and after the RS trip. When I try to use the United website on-line to cancel our flights, it appears that I may be able to cancel only the United flights, not the flights that United set up for us on Lufthansa? I have phoned United to confirm this or see if they can do it but, so far, the wait-times are so long that I have not yet been able to speak with a United representative.

Based on the threads above I think that it sounds as though, while I can cancel the United flights & the change fees will be waived, the costs associated with cancellations to the Lufthansa flights may be prohibitive and that it might be better to "rebook" them instead of cancelling them? However, it also sounds as if flights can be rebooked only through December 2020? Do my assumptions comport with your understanding? If so, please confirm. If not, please clarify. And, a BIG thank you to anyone who replies or sheds any light on this topic. Thanks!

I still haven't sat down to wait hours on the phone, but from what I can glean from the things I've read is that you need to rebook and fly by Dec. 31, 2020. I don't know how they figure that helps anyone. It also seems that you have to have the same itinerary. My first flight is through Lufthansa but operated by United. I can do all rebooking through Lufthansa. I am not able to vacaon in Europe before December, so my best option is to wait as long as possible and hope for cancellation. If they don't cancel, I'll cancel and at least get my taxes. If I am misunderstanding please comment. Again, I have not spoken to an agent yet, and I do think you have to call to get no fees. Mine all showed a rebook fee because of the type of ticket I purchased.

We have a flight on Lufthansa on April 14, so we fit w/in the rebooking w/o fee window. Today Lufthansa added another option, which seems to allow cancellation and then rebooking before June 1, again for travel through December 31. (https://www.lufthansa.com/xx/en/flight-information)
We were thinking of rebooking in the Fall, but today Lufthansa cancelled one of the 4 legs of our trip, and put us on a flight that leaves 5+ hours later. So I'm hoping that enables us to cancel and get a full refund.

Oooo I'll keep my fingers crossed for you that you are able to cancel. That will be my only option really. We were supposed to fly out on March 21 from Chicago. Unfortunately that is a route they are continuing. If things continue to deteriorate, maybe they will cancel.

This is an update re: Lufthansa flights that were booked by United, using United miles & dollars. This morning I called United again and waited for what may have been two hours. (We kept the phone on speaker & proceeded to leisurely make & eat a Saturday morning breakfast.) We spoke to someone! She cancelled all 4 flights (IAD > MUN > ATH & ATH > MUN > IAD) for two persons and waived all the fees, including "change fees" and a "re-deposit of miles fee" that if we had opted to use the website to cancel the flights would have cost us $75 per passenger, or $150. So, my suggestion or recommendation is that if anyone is trying to get refunds for Lufthansa flights that were booked through United, call United. I am wishing that others have the same success that we did. Patience sometimes is rewarded!

re Luftansa - if you are going to cancel and pay the $300 change fee you will get a credit for the remainder of the ticket cost that is good for 1 year from the time your flight was supposed to depart. So for us, since our flight was to depart May 30, 2020, I need to rebook before May 30, 2021, in order to use the credit. We do not have to fly before May 30, 2021, but we must have bought tickets before then.

Just a word of caution regarding the new flight dates, when taking the opportunity to rebook without a change fee: the airline may require that the new flight be taken within the time limit imposed during the original booking. This can be within one year of the date that the original reservation was made, rather than within one year from the date of the original flight. This may be what Lufthansa means by "original ticket validity."

Thanks Carol. That was my main question. Do you have to fly by that date or book by that date? I figure I’ll wait until next week to call since I’m sure the weekend is going to be crazy with people who usually work. Still crossing my fingers that they cancel. I saw that someone had a good experience with United, so even though I booked with Lufthansa, I noticed that my mileage number through United gives me 3/4 of my entire booking. I’ll try to work through them first. Lots of good information on this thread. thanks everyone!

This may be what Lufthansa means by "original ticket validity."

Thanks SteveM. I was wondering what that meant. I'll have to see whether that affects my tickets and possible future travel.

Any thoughts?

Lufthansa canceled my upcoming nonrefundable flights. Does anyone have experience with this? Will they refund the flights since they canceled? The website is vague. I think it states that I'll still need to rebook. Of course, I can't get through on the phone to ask.

Kristen

Kristin, what were your flight dates? I’m still waiting hopefully for a cancellation. If they cancel you should be getting a full refund. If you canceled then you’d have to follow those rules. Part of my flight was through United and part through Lufthansa. I spent an hour and 15 minutes on the phone waiting for United because I heard they had a friendlier policy. When I got through she told me unfortunately I had booked through Lufthansa and would have to talk to them. I can’t even find a contact number. Please post when you find out. My flight was supposed to leave Saturday the 21st and I still have not heard from them. I tried to pretend book a flight for my itinerary and it said there are no flights available for that day. It makes me hopeful that the cancellation is in the works but hasn’t been emailed to all the passengers.

Anne,

My flights were booked through Lufthansa. The number is 800-645-3880, but it won't even put you on hold right now. Just a message to try again later.

My flights just got canceled today (March 27 - April 5) - Chicago to Paris, connecting in Munich. All four segments are showing canceled online.

In theory, I think I should get a full refund. The "Coronavirus" info section says something like they'll work with the passenger to rebook. Of course, I don't want to rebook. I don't think anything will be better this summer. I'm a teacher and cannot travel in the fall.

Finger crossed.

Kristen

Thanks for the info. Your Paris leg is probably what made them cancel. Germany still has not shut its borders to everyone. My flight is Chicago Frankfurt Athens. I think their rebook schedule is a little wonky. Not everyone can just pick another two weeks to travel during the year. You often have to sign up for that months in advance. Hopefully it’ll work out for both of us!

Anne, keep checking online. I didn’t get an email about the cancellation.

After several tries I finally got through to an operator. All four of my flights have been canceled so I was given the choice between a full refund for the opportunity to rebook. Took the refund. Life is good! Stay healthy everyone.

I got through to Lufthansa as well. My flights were canceled by them. Full refund - including seat fees.

Glad to hear it! It’s such a relief knowing you didn’t lose all that money.

After several tries I finally got through to an operator.

Anne, how long were you on hold? I haven't even made an attempt yet to contact Lufthansa. Our flights are mid-April; return early May. So far, 2 of the 4 legs have been cancelled.

Robert, The first four times I tried I was on hold for about 34 minutes and then got cut off in the line went to a busy signal. The fifth time I tried I got to 37 minutes and got an operator. I was wearing a headset and listening to the music so I almost missed it when she started talking to me. None of my flights showed they were canceled online. However she told me all four had been canceled. Even though you only see two canceled they might all be by this time. Good luck!

Hello all -
Anne & Kristen, great to hear you got refunds! I booked my trip (March 18-27) through a third party. My flight from Newark, NJ to Athens on Austrian Airlines, 2 flights within the EU, and return flight from Malta to Newark were all cancelled by Luftansa. Are refunds only for customers who booked directly with the airlines? The travel company said they requested a refund on my behalf. I have followed up with calls but there has been no updates. Should I call the airlines directly? Any thoughts? Thanks in advance.

Steinwaygal,

It couldn't hurt to call directly; however, I have read that the airlines will just tell you to go through the third party.

While I stated I was getting a refund on 3/18, I haven't received it. Initially, they said it would be 15 business days to process. Then I heard from others that Lufthansa is saying 10 weeks to process. I read somewhere else that United said the refunds will come next year (I don't remember where I saw that though). I honestly don't have much hope for this refund which is disappointing.

Good luck to you! Let us know if you learn anything new.

Kristen

I’ve now called Lufthansa twice to check on my refund. I requested it on March 17 and was told I would get a full refund including my seats. She told me to call back in a month. One guy told me it could take up to 10 weeks to get the refund. After reading some articles about the German government and Lufthansa, I’m not 100% confident I will actually see a refund to my credit card. So, I’ll just keep checking every month to make sure somethings happening. The last person I spoke to said it hadn’t yet been processed processed but I would be getting the refund. The last phone calls I have made have been answered very promptly. When I started this process I was on hold for 30 minutes or more. Good luck to us all! Hope you are doing well

Then I heard from others that Lufthansa is saying 10 weeks to process.

When I cancelled with Lufthansa a couple of weeks ago, the agent told me a month. Then again, her German accent was fairly strong; maybe she said "months." I just check my credit card account on-line occasionally.

For those who were able to get through on the phone and actually heard from Lufthansa that they would be getting a full refund, did you supposedly have a "non-refundable" ticket? I had a ticket to Greece May 3rd, all legs cancelled by Lufthansa. My ticket cost $784.73. When I clicked the refund button online the refund amount was $88.43. I don't think so! I have an Economy Class K ticket which they say is non-refundable but both US and EU laws are saying we deserve a full refund. I'm not sure if my group tour to Greece is even happening next year and if it does, I won't know the dates until probably December so don't really want to rebook. Any insight would be helpful. Thank you.

Yes I did speak to somebody on the phone for exactly that reason. I don’t think the online refund was changed to reflect the situation. When I saw that I would only get my tax money back I did not process my refund online. You might want to talk to someone on the phone. I called on March 17 and was told that I would get a full refund including seat reservations. At that time I was waiting a half hour or more and being disconnected until I finally got through. I called just a few days ago and was connected within five minutes. Unfortunately I was also told it could take up to 10 weeks to get the refund, so I am anxiously awaiting that deposit to my credit card.

Ok, I am in the same predicament as many of you. Our trip was cancelled and we have moved our trip monies to another trip in June 2021. So none of the Lufthansa fixes work for us. Our original trip was June 6 to 17, 2020 and the new trip is June 11 to 21, 2021 so we will be past the year time frame for rebooking and past the voucher date. Has anyone gone to a Lufthansa ticket counter at an airport and received any help? Or, has anyone filed a claim with Travel Guard and got any results from that venue? Our trip insurance is separate from flight insurance, trip insurance is moving to new trip so no problem just filing on flight insurance. Any suggestions as of how to proceed? Just looked flights are not cancelled as of today.

I wouldn’t make any changes to your flight until it is closer. I was very anxious because up until a week before my flight it’s still showed that it was scheduled. However, when I called, they told me all four of my flights had been canceled. You could even call now and see what the status currently is but not take any action. If they have been canceled and you’re already on the line and you can cancel them. Otherwise wait until it’s closer to your departure date.

I'm still waiting for a refund for my Lufthansa flight's that were cancelled on March 10, 2020. I called Lufthansa again today and they said that my refund is in the que, but not yet processed. When I asked what date I could expect the refund, the agent said she didn't know. She was not even able to give me a rough estimate.

Has anyone received their Lufthansa refund yet?

I basically got the same information. My flights were canceled on March 17. I called about a week ago and the person I spoke to said it could take up to 10 weeks to receive my refund. I was in the queue but had not yet been processed. I am concerned because I’ve read articles how Germany may say that Lufthansa is not responsible for all of those refunds. I’m not sure how they can possibly charge you for something they did not provide. Fingers crossed.

Our flights were cancelled on 10 March. We are still waiting for the refund. The CS agents said that we have been placed in queue for the refunds but gave no confirmed time frame for the refund.

So has anyone received a refund from Lufthansa yet? I just talked to them and they said they would refund my flight in full that was cancelled to Italy (from U.S.)- including baggage and extras. This was a non-refundable ticket, but according to the U.S. Department of Transportation, I am entitled to a full refund even on non-refundable tickets for cancelled flights (https://www.transportation.gov/individuals/aviation-consumer-protection/flight-delays-cancellations). She couldn't tell me the amount to be refunded on the phone, said it was private, and she said it could take weeks to process. We received an email stating the cancellation was made, but it mentioned nothing of the refund. I'm just wondering if anyone has seen the refund because I don't have the best feeling about their customer service.

I actually called again yesterday. They had record of my call two weeks previously and told me that I’m still in the queue to be processed. Again I asked I will be getting the refund correct? She assured me that I was but because of staffing and the sheer amount of refund it was going to take two months to 10 weeks. I just keep my fingers crossed and hope they’re going to come through for me. I can’t imagine they won’t refund since they never supplied the service. We didn’t cancel they did.

I finally just called Lufthansa for my cancelled flight for tomorrow. I was only on hold for about 30 minutes. I was told I would receive a full refund to my original form of payment but they don't have a set timeline for refunds, but I was in the queue. She said I could call back in 3 - 6 weeks for an update but that was no guarantee for prompt refund, just an update. I think I'll put a note on my calendar to check in 10 weeks. Thanks all.

My refund just showed up on my on-line credit card record today. The refund was processed via phone on April 1, and I was given a 1 month estimate, so that was pretty good. The refund was for both our tickets, plus the seat fees that I had paid separately. I'm hoping I can fly Lufthansa on our next flight to France, whether it be this fall (unlikely) or next spring.

Robert, I’m just curious did you book through a travel agency or through Lufthansa directly? I just spoke to Lufthansa, and they said it was very unusual that you got the refund on April 1 and have already seen it. They suggested that possibly it’s because you went through a third-party. I called to ask because I was canceled on March 17 and was told 10 weeks at least.

Anne, I booked directly. I was told on March 1 that it would be about a month, and it was.

I'm still waiting for my refund from Lufthansa. My flight was cancelled on March 9, 2020. 2 months now!

Robert Good to hear that you got your refund! Was your ticket a fully refundable ticket or a nonrefundable on a cancelled flight?

My flight scheduled to leave on 5/12 was canceled. I called Lufthansa and asked for a refund, they told me it would take some time because of the volume. I had business class tickets so they are not cheap and I see that folks are waiting 2 months and still no refund which does not sit well with me. EU regulations state that if the flight canceled the airline has to offer a refund but I read recently that the EU is trying to change this due to the dire straits the airlines are in; not good news. I booked a one night stay at the Hilton in Frankfort so I could catch and early flight home, that refund came in a few days.

Christine, it was a nonrefundable ticket on a cancelled flight.

jduras1, I agree I’m a little bit nervous about getting my refund. I was shocked when Robert posted that his is showing up on his credit account. I’ve been assured that I am in line and all of my information is ready to go as soon as it gets processed, but I was cancelled on the 17th and still have not seen the refund. I’ve also heard the rumors that Germany is trying to excuse the airlines. However, I can’t believe they won’t be required to refund us for a service they never performed. Just keep your fingers crossed and check in with them every once in a while. I’m calling about every two weeks.

Thank you, Robert, for reporting back. Your experience is encouraging.

Anybody else get a refund for a cancelled flight from Lufthansa?

Still no refund here. (Canceled by Lufthansa March 17th)

We had a June booking, which on Apr 14th our reason for going was cancelled completely, and I looked up our reservation on Lufthansa's site. To my surprise, the text on the site indicated that due to COVID we could cancel or get a voucher. I chose to cancel given the circumstances. Just checked on my refund by calling today. And because now all mention of refunds has been removed from the LH site, I asked what I would be receiving. The agent informed me that we'd only get tax back (pretty lame on our business class tickets). I was forced to withdraw from the refund Q so that I could take the "voucher" option. Given the history of LH to be pretty strict, and I stupidly didn't record their verbiage when I initiated what I thought was a full refund, I took the voucher.

My suggestion to anyone reading this is: call and double check your refund amount AND wait to the last moment (as they will probably have to cancel most flights while the ban is in place.

Super irritating (but I am glad I didn't get $100 back nonetheless).

Hi gang,

I have a LH business class ticket for July 11th. The purpose of my trip was an opera festival in Munich that was cancelled.
A few scenarios:

Should I wait a few days before my flight to ask to either get a full refund or try to re-book? Based on what their website is telling me, I'd need to travel by end of April 2021.

Even if my July 11 flight isn't cancelled, would Americans even be permitted to fly into Germany?

Alternately, if they won't give me a full refund (ticket was non-refundable), I would rather rebook and try and travel to Paris in February.

Thanks!

Todd

Follow up to my post: just got email from Lufthansa that travel can be revoked through Dec 2021. I think I will just rebook for next summer’s festival.

Thanks all!

Our flights for June cancelled. There is now a link to cancel and request at refund online. I did request a refund but it says parts might not be refunded and it would be reviewed as to how much my refund would be. We moved our trip to June 2021 but the voucher had to be used by April 2021. I like using the online link as it does give me a paper trail. Wondering how much if any of our money will be returned. I like Lufthansa's service on their flights, however, if money is not refunded I will not be flying with them next June or ever. I will post when, if ever, my refund comes through.

We moved our trip to June 2021 but the voucher had to be used by April 2021.

Are you sure about that. Being in a similar situation I have looked up the LH web site, which states:

"If your flight has been cancelled: You can rebook your flight once free of charge, regardless of the terms and conditions of the originally purchased ticket. Start of travel must be latest by 31 December 2021 and the rebooking has to be done before the original start of travel.
Your ticket will remain valid and you can use it towards a future flight. Latest start of travel is 31 December 2021. If you would like to choose this option, please get in touch with us, latest by 31 January 2021. You can also change your destination and your travel class."

So I hope to postpone my trip until autumn 2021.

My question is whether one has to wait until 365 days or less out? Their website would not let me rebook beyond May 2021 (I.e. 12 mos fro now.). Anything later was shaded and not accessible.

I don't know of any airline that publishes flight schedules more than one year in advance. Personally, I have taken the voucher and can wait until the end of the year to rebook. If your flight has been cancelled (mine hasn't been yet), you are of course entitled to a refund.

Question for sla019 and others- If you take the voucher aren't you at the mercy of any fare increase imposed by Lufthansa? As I understand it, you should be able to book the same flight(s) ( as the original ones ) for a later date with no change in the fare. Of course the airlines do not publish schedules more than a year in advance ...

Thanks for your insights into this subject...

@Kenneth: You are, of course, right. But the situation would not be different if I had applied for the refund. Accepting the voucher just saved me an hour or so waiting time on the phone. I'd love to be able to rebook for exactly the same fare, but my long time experience with LH regrettably doesn't suggest that they are considering themselves a department of the Salvation Army. :)

Thanks sla019-

I'm going to ride it out until September and see what happens...

Auusta Vindelicum.....yes you are correct. LH has changed their rebook dates to December 31, 2021. Unfortunately when we requested our refund the date at that time was April 2021. We are going to call them again and see if they will change refund to rebook for June 2021. I am thinking they would much rather us rebook than refund since I am guessing they are out of money to refund!

Just curious if anyone has yet seen an actual refund for their Lufthansa tickets. I don’t mean that they said they’re going to give you a refund, but that you actually have seen the money refunded. I put in my cancellation on March 17 and I am still patiently waiting. I did get an email from them offering for a longer rebooking period with a €50 incentive, but I just want the refund. Robert you had said you saw a refund credited. Did you actually get it?

I have been following this thread as I also had Lufthansa flights booked for a trip I was unable to take. I finally got my refund on 5/28. My timeline went like this: I found out that Luftansa had cancelled my outbound flight somewhere around 4/11 or 4/12. I immediately requested a refund for my entire ticket and heard nothing back. My flights would have been 5/2 and 5/16. I had just about given up on ever seeing my $1155 again when the credit suddenly appeared on my credit card on 5/28. So there may still be hope for you.

Anne, when i wrote that my refund was credited, that meant that I got it. It was almost exactly 1 month after I talked with Lufthansa and they said they would process it. Yours seems excessively long. On the other hand, from what I just read on another thread, refunds can take longer if they're not straightforward. Such as involving code shares or only parts of an itinerary.

Thanks for your reply Robert. After seeing that last person’s post, I called Lufthansa again and explained that I have heard of people getting their refunds in four weeks. I have now been waiting 11 weeks. He was also a bit surprised and said he would put in a request to check out why the process was taking so long. After your reply I realized that I have a split between United and Lufthansa, but I was booked through Lufthansa. Hopefully I’ll see something soon.

I have been waiting for the refund since I was told by Lufthansa I was getting one on March 17th, my sister and her husband too. When I called three weeks ago, they said it hadn’t been processed yet and is still in the queue. I received the same email as Anne did about a week ago offering an extension to rebook. The email said that if you still want a refund, you don’t need to do anything (but wait). My trip was booked thru Lufthansa and canceled by Lufthansa for a trip in late March. It makes no sense that it hasn’t been credited back yet.

I agree Kristen (and Anne) that it seems like an inordinate amount of time. In my case, I never called, and then one day the credits appeared in my credit card account. But it was w/in the time period I was told, so I wan't overly worried. At least you've been told that your refund is in the queue (must be a long queue!), and I don't think that Lufthansa is in any danger of going bankrupt at this point.

I finally got my refund on May 29 after waiting 11 weeks 4 days from the date Lufthansa cancelled my flight. Interesting, that the refund showed up on my credit card just 3 days after Germany announced that they are bailing out Lufthansa.

Yet, my husband is still waiting for his. He received the same email as Anne and Kristen did about a week ago offering an extension to rebook. I didn't get that email.

FYI - my sister and her husband's refund posted on their Paypal account today. Their cancellation date was the same as mine, March 17th. Hopefully, everyone who is waiting will get that refund soon! I'm still waiting too.

Kristen

Our Lufthansa flight was canceled May 3 and I was told I would get a refund. I'm still waiting.

I am pleased to say that after my flights being canceled on March 17, being told that my refund has been processed on May 30, my entire refund dropped into my credit card today June 11. So for those of you who are still waiting, there is hope!

Hi Anne-

Good to hear that everything worked out. Did you get the whole $1400 or just the taxes?

Be Safe...

Kenneth I got a full refund including seat reservations. Mine was a nonrefundable flight, but they cancelled the flight. It took just under 12 weeks from the cancellation. A bit slow, but I got it!

Anne-
Thanks for replying. It gives me a little hope...

Be safe

Lufthansa refund granted on May 3. I've been checking our credit card fairly often and I see it today 6/12 with a refund date of May 27 but still pending. This is odd that on 6/12 a refund dated 5/27 is pending.

I've been following this thread while anxiously awaiting a refund from Lufthansa. They cancelled our April 29th flight to Spain on April 5th. I called and requested a refund on April 7th. We were put in a refund processing que and remained there until they supposedly processed our refund on May 27th. Almost 2 weeks later, the refund had not shown up on our credit card. The credit card company (VISA) could see no indication of a refund so I initiated a dispute and the credit card company issued a provisional credit. Within about 2 days of initiating the dispute, the credit from Lufthansa FINALLY appeared on our credit card. I/we suspect pressure from the credit card company did the trick but maybe this sort of thing normally takes such a ridiculous amount of time?? Anyway, we have received a full refund for non-refundable tickets that were purchased last August. If you are still waiting for Lufthansa and are frustrated, you might consider letting your credit card help.

Actually, when I called my credit card company they advised me to wait a little bit longer. Even though it wasn’t showing pending at the credit card company, the credit dropped in the next day. It took from May 30 when the credit was issued until June 11 or 12th for it to drop in. I guess patience is the key word.

vwpick -- as mentioned in a prior comment, my Lufthansa refund took 1 month, and that apparently was quicker than others. So yours was fine.

Requested refund the first of May. Refund issued May 29th. Took about 10 business days for it to show up refunded on credit card. Now to hoping we can travel next June!

Lufthansa cancelled our flight from Frankfurt to Rome in late April. I immediately went online to the website indicated in my cancellation letter and requested a refund. Several weeks later, I called their Customer Service number here in the US to ensure that I was in their queue for a refund. Finally, just last week (July 28, 2020) I noted that they had refunded my credit card for every cent I paid. It took a while, but try to imagine what they are going through with this COVID-19 Pandemic and travelers from the USA not being able to travel to Europe.

I just received my full refund........it took some work but I got it. I booked my ticket last September for my family to fly back to the UK from Vancouver, Canada. My tickets were classed as Non Refundable however I dug my heels in and finally got my refund.

I suggest to push back hard on the credit they offer and don't get off the phone until you have them agree to refund. After several calls and some negotiating they agreed. They start by offering you the credit, then a partial refund, then a little more until they give in. I cancelled my flight mid march obviously due to COVID, they argued hard that they in-fact didn't cancel the flight and that I chose to. I explained that it was my civic duty not to fly as advised by my goverment....this was my main argument. Something to note is that when I checked my card they credited me back per ticket. (4 credits in total)

Don't give up....Most of all don't loose your temper with the call center person; just be polite, patient and nice. All the best with getting your refunds....Hope this gives a little hope.

I’m about to do this too. We were told to call back 48 hours before the flight was to leave. I’m going to call earlier though.