Chargeback Dispute Letter Template for Airline Refusals (Visa, Mastercard, Amex)

This is a chargeback dispute letter template for airline refund denials, pre-written for Visa, Mastercard, and Amex dispute teams, with the reason code language each network requires to win the dispute.

For Visa: Reason Code 13.1 (Merchandise/Services Not Received) or 13.6 (Credit Not Processed). For Mastercard: Reason Code 4853 (Cardholder Dispute). For Amex: Reason Code C08 (Goods/Services Not Received) or C31 (Goods/Services Not as Described). The safest choice for airline refund refusals is 'Credit Not Processed' (Visa 13.6) or 'Services Not as Described' (Mastercard 4853). Use these when the airline cancelled your flight but refused to issue the legally required cash refund.

Important: Your bank's online portal may not ask you to select a reason code directly. You describe the situation and the bank assigns the code. The language below is written to match the description that triggers the correct code for each network.

To: [BANK NAME] Disputes Department Account: [CARD NUMBER LAST 4] Date: [DATE] I am requesting a chargeback for a charge from [AIRLINE NAME] in the amount of $[AMOUNT] posted on [CHARGE DATE] (Reference: [TRANSACTION REFERENCE]). Reason: The airline cancelled my flight [FLIGHT NUMBER] on [DATE] and failed to issue the cash refund I am legally entitled to under the US Department of Transportation final refund rule (Docket DOT-OST-2022-0089, effective October 28, 2024). The DOT rule requires airlines to refund the purchase price to the original payment method. I requested a refund on [DATE] and was denied / received no response. I am attaching: (1) my booking confirmation, (2) the flight cancellation notification, (3) my written refund request dated [DATE], (4) the airline's denial or lack of response, (5) my DOT complaint filed on [DATE] (reference [DOT COMPLAINT NUMBER]). I am requesting a provisional credit of $[AMOUNT] while the dispute is resolved. [YOUR NAME] [DATE]

Amex disputes can typically be initiated through the Amex app or website with a description field. Use this narrative: "American Express Dispute: I am disputing a charge of $[AMOUNT] from [AIRLINE] dated [DATE]. The airline cancelled my flight [FLIGHT NUMBER] and refused to issue the cash refund required by the DOT final refund rule (Docket DOT-OST-2022-0089, effective October 28, 2024). I requested the refund in writing on [DATE] (attached) and received [a denial / no response]. DOT complaint filed on [DATE], reference [NUMBER]. Requesting full chargeback of $[AMOUNT] to my account." Amex has a strong track record of siding with cardholders in airline disputes when documentation is complete. Include all five evidence documents listed in the next section.

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  Booking confirmation showing the exact amount charged to your card

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  Flight cancellation or delay notification from the airline (email or push notification screenshot)

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  Your written refund request to the airline (email or online form submission screenshot)

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  The airline's denial email or a screenshot showing their account portal only offers travel credit

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  Your DOT complaint confirmation email showing the reference number (if filed)

Organize these as numbered attachments and reference them by number in your dispute narrative. Card networks process thousands of disputes daily. A clearly numbered, complete evidence package is resolved faster than a disorganized submission.

Submit through your bank's online dispute portal (fastest) or by mail to the disputes address printed on the back of your card. Visa and Mastercard disputes must be filed within 120 days of the original transaction date. Amex also has a 120-day window in most circumstances. You will receive a provisional credit within 3 to 10 business days. The dispute resolves in 45 to 90 days.

For the complete chargeback strategy including what to do if the airline fights back, see the credit card chargeback guide. For the full refund rights overview, see /rights/us-dot.

Airlines respond to chargebacks by submitting their contract of carriage as evidence, arguing that the fare was non-refundable or that their voucher offer was a sufficient remedy. Counter both arguments by citing the DOT rule explicitly: federal regulation overrides airline contract terms for cancellations and significant delays. The DOT final refund rule does not contain an exception for non-refundable fares when the airline cancels.

If the airline's rebuttal includes evidence that you accepted a travel credit, and you did not knowingly accept one, submit a declaration clarifying that you never agreed to accept a voucher in place of your legal right to a cash refund.

The strongest counter-argument: 'The airline's contract of carriage cannot override 14 CFR 259.5, a federal regulation. The DOT final refund rule expressly prohibits airlines from imposing conditions on cash refunds for cancellations and significant delays. Federal law supersedes the contract terms the airline has cited.'