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Your SmartLynx Refund Is Taking Forever. What To Do?

Your SmartLynx refund seems to be taking forever.

You requested a refund for a cancelled flight and are currently waiting for it. You may have received an email from SmartLynx explaining the situation, or you’re still waiting for their response. But one thing is certain – in the EU, there are regulations in place for such processes. According to the law, your SmartLynx refund should ideally be processed within 7 days.

So, what if the refund process exceeds this duration?

SmartLynx Refund Is Taking Forever: A Detailed Action Plan

Every European airline that cancels a flight is legally obliged to provide a refund.

This obligation is governed by Regulation (EC) No 261/2004, which establishes rules concerning compensation, refunds, and assistance for air passengers in specific situations.

For instance, if SmartLynx cancels a flight, they are required to present you with an option between a complete refund and a replacement flight. It’s crucial to know that at times you are entitled to only a refund, but at other times — refund and flight cancellation compensation.

But what to do if your SmartLynx refund is taking forever?

Step 1: Reach out to SmartLynx

Establish communication with SmartLynx customer support through their website.

Unless there is a significant unforeseen event, such as a global pandemic, they are expected to respond within a week. If a week goes by without a response, send a few more messages. Repeat this process every few days to ensure your message is acknowledged.

Step 2: Connect with SmartLynx through Social Media

If SmartLynx remains unresponsive, resort to social media.

If several weeks pass with no response to your emails and messages, it’s time to utilise Facebook and Twitter to reach out to SmartLynx. Remind them about the 7-day refund deadline. Mention Regulation (EC) No 261/2004, Articles 5 and 8.

Step 3: Refrain from Accepting Vouchers

Your SmartLynx refund should be credited directly to your bank account.

You are not obliged to accept SmartLynx vouchers or coupons.

Step 4: Contact the National Enforcement Body (NEB)

Each EU member state has a dedicated institution for this.

You should get in touch with the NEB of the country your flight departs from. For a flight departing from Germany, for example, you would need to contact the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If your flight originates from a country outside the EU, reach out to the NEB of the country you are flying to. The contact information for these organisations can be found on this page.

For more information, click here.

However, this step can take a considerable amount of time. Typically, it takes around two months for the relevant NEB to make a decision. After that, you’ll need to wait for SmartLynx to process the payment. To speed up the process, it’s recommended to regularly remind them about your case on their social media pages and other communication channels.

Airplane in the air

SmartLynx Refund: When Are You Entitled to One?

According to EU regulations, you are entitled to a full refund if SmartLynx cancels your flight.

If SmartLynx cancels your flight, they must give you two options: a new flight at no extra cost or a refund of the ticket price. This applies even if the cancellation is due to exceptional circumstances, or if the flight was cancelled last minute.

Refunds for cancelled flights should be processed within seven days.

If the airline delays the refund process, it constitutes a breach of EU regulations, and passengers may contemplate further action.

What If You Cancel the Flight Yourself?

Can you get a SmartLynx refund if you cancel the flight yourself?

In the event that you cancel the flight, the refund scenario can become a bit more complex. Here are some points to ponder:

  • Flexible tickets. If you’ve purchased a flexible ticket, you will likely be able to get a refund, but always check the airline’s terms and conditions to make sure.
  • Non-refundable tickets. In the case of non-refundable tickets, you usually won’t be able to get a full refund. However, airlines may offer to refund the taxes you paid as part of your ticket price.
  • Travel insurance. If you have travel insurance that covers cancellations, you may be able to claim a refund through your insurance provider, depending on the reason for cancellation.
  • Cancellation within 24 hours of booking. Some airlines will offer a full refund if you cancel your flight within 24 hours of booking, as long as the booking was made at least 7 days before the flight’s departure.
  • Unforeseeable incidents and family emergencies. If you have to cancel due to an unforeseeable incident, such as illness or a death in the family, the airline may offer a refund or credit for future travel; again, this depends on the airline’s policy.

Refunds for Flight Cancellations Under Extraordinary Circumstances: What are Your Rights?

Extraordinary circumstances are unforeseen events the airline can’t control.

In situations classified as extraordinary, including severe weather, strikes by airport personnel (but not airline staff strikes), or security risks, airlines are ordinarily not accountable for the cancellation. Thus, you are not entitled to flight compensation.

However, according to EU regulations (Regulation (EC) No 261/2004), if an airline like SmartLynx cancels a flight, passengers must be offered a full refund or the option to be re-routed (i.e., a new flight). This rule applies even if the flight cancellation is due to extraordinary circumstances. In other words, you have the right to a refund.

Please note that the refund is expected to be processed within a seven-day period. If you experience any delays in obtaining your refund, feel free to utilise the step-by-step guide previously mentioned.

What is your experience with SmartLynx refunds? Have you ever received a refund from SmartLynx? Share your experience in the comments!