Consumers who bought airline tickets on Aloha or ATA airlines may still be able to get their money back for the unusable tickets, but it depends how they bought them. And ticket holders need to act promptly, authorities say.

Generally, you have a better chance of getting your money back if you charged the purchase of the tickets on a credit card, said Stephen Levins, executive director of the state Office of Consumer Protection.

While the sudden shutdown of two airlines that served Hawai'i came as a shock, Levins said it's important to plan now to file a claim.

Levins advises travelers to start with the company that processed the credit card transaction, whether it's an online travel agent or the airline and document the claim.

Once the claim is documented, travelers can seek a refund from the travel agent or the credit card company.

If you are seeking a refund from the credit card company you need to file your claim within 60 days of getting the billing statement. "You shouldn't dawdle," Levins said. "You should get it out as soon as possible, while it's still on your mind."

When your billing statement arrives, call the bank that issued the card to see what information you need to provide and where to send it. It's the same process you would use to dispute a charge because of poor quality of product or services. In the case of Aloha and ATA, customers must notify the credit card company that the airline is no longer operating and you want a refund.

The Federal Trade Commission Web site (see box) also provides similar advice and a sample form. The agency recommends you send your claim via registered mail or return receipt requested so you have some proof that you actually sent the request.

Mastercard spokesman Brian Greehan suggested travelers who purchased their ticket from a travel agent using a Mastercard first contact that merchant to request a refund.

People who paid by cash or check are going to have a more difficult time. But both Bank of Hawaii and First Hawaiian Bank said they are helping customers who used a debit card.

"It's worth your while to check with the financial institution," Levins said.

Those who used cash or checks usually find themselves low on the list of creditors filing claims in the wake of a bankruptcy. "You may get a few pennies on the dollar back," he said. Forms are available at: www.uscourts.gov/bankform/formb10new.pdf. They must be filed with the courts in the cities where the airlines filed for bankruptcy: Honolulu in the case of Aloha and Indianapolis in the case of ATA.

Teacher Russell Menenberg and his girlfriend flew to Hawai'i on vacation from Portland, Ore., after buying tickets through Expedia and then traveling here on Southwest and ATA Airlines, which have a code-sharing agreement.

When ATA abruptly shut down, Menenberg said they had to scramble to try to find a way back to their jobs. So they ended up spending another $835 each to get home.

Menenberg thought he had some protection on the original purchase when he called his credit card company but was frustrated when his initial call just got him a pitch to buy a monthly monitoring service.

"That's a lot of money; we're teachers," Menenberg said.

Reach Robbie Dingeman at rdingeman@honoluluadvertiser.com or 535-2429.