Travel Troubleshooter: The last ever pandemic refund case — we hope

Q: In February 2020, I bought two Britrail England Flexi Passes through ACP Rail, a travel agency. A year later, it became clear that we would not use the rail passes. Since they were refundable, I asked ACP for a refund. It agreed to take the tickets back, and in February 2021, I mailed the tickets back to the company.

I never got the money. I checked with ACP multiple times. It would send me e-mails that said "due to government restrictions" its offices were closed. "We will follow up and confirm as soon as possible," they promised. But I never received a confirmation.

As I write this, it is almost two years after I bought my Britrail passes — and I still haven't received the $558 that ACP Rail promised me. I read your column about another ACP case and was hoping you could help me get a refund.

A: Did you say ACP Rail had your money for almost two years? That's got to be some kind of record. In case you're just joining us, a refund should take no more than a week. The best companies can do it in a few minutes. Two years? Where's that number for Guinness?

l want to acknowledge the many e-mails I've received from readers about pandemic refund cases. You are done with them, you say — and I hear you. So am I! I think this may be our last one. We have a lot of other problems to solve for travelers, don't we?

You were way too patient with your online agency and Britrail. I list the Britrail executive contacts at elliott.org. I would have reached out to them — politely — and asked them for a refund. Alternatively, you could have contacted your credit card issuer to see if they would allow you to dispute the charge.

I don't know why it took ACP Rail so long. It looks as if your Britrail passes were refundable. According to the terms, you had 11 months from the date of issue to request a full refund. Maybe ACP's offices were closed for a while during the initial outbreak, but it was still accepting reservations, which means it was still in business. And if it's in business, it can issue a timely refund.

I contacted ACP Rail on your behalf. A representative responded that it had "already" issued your refund, suggesting that it would have returned your money without me asking. The next day, the money landed in your account.

Whatever. I'm just glad you have your refund, finally.

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit consumer organization. Contact him at elliott.org/help or chris@elliott.org.