Travel Troubleshooter: Refund still missing six months after seats were downgraded

DEAR TRAVEL TROUBLESHOOTER: I recently flew from Miami to Rome on ITA Airways with my wife. I paid an extra $160 for two upgraded seats. ITA Airways changed the type of aircraft, so we were downgraded to economy class. When we checked in, an ITA Airways representative promised that we would get a refund. He gave us a name and number at ITA Airways to contact. I called but got no answer. I emailed but got no response.

On our flight back, I visited 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 that there might be a language barrier with the Italian speakers at ITA Airways, I then tried the ITA Airways ticket counter in Miami when we landed. A representative there gave me yet another set of numbers and addresses to contact for our refund.

I reached a representative by phone, who gave me instructions and an email address for submitting refund paperwork. I completed and submitted the paperwork promptly, but I haven’t gotten any response to my repeated requests for an updated status.

I have never received a refund, and it has been six months! Can you help me?

— Rocco De Mella, Boca Raton, Florida

ANSWER: You experienced what’s called an equipment change. This is when the airline switches the type of aircraft, then reassigns everyone to different seats. In your case, you and your wife were sent back to economy class, meaning you were involuntarily downgraded.