Many airlines, notably American and Delta, have call back hold systems that make your wait time virtual instead of having to listen to smooth jazz hold music for hours on end. Phone waits are extremely long as you would expect. The airlines are asking that you not contact them until 72 hours before the flight would have taken place. If the airline has cancelled your flight and you’re due a refund, the next thing you need to do is make a good faith effort to contact the airline and request it. That’s why it’s almost never in your best interest to cancel before the airline does. This is true whether or not the airline offers “flexible cancellation policies”. If you make the change before they actually cancel the flight, you are not. There’s one basic rule regarding airline cancellation policies: if the airline makes the change, you’re due a refund. Or worse, they’re refusing to honor their contractual obligations. They know perfectly well in which cases customers are due a refund, but are making it difficult to get one. However, some airlines aren’t being good actors.
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