Expensive Vacation TROUBLESHOOTER: In 2019, I booked flights through Travelocity to fly from Kauai to Minneapolis in April, 2020. The 1st two legs of my flight, from Lihue to Honolulu to Los Angeles, have been on Hawaiian Airlines. The very last leg, from Los Angeles to Minneapolis, was on Delta Air Lines.
In late March, Hawaiian canceled our flights due to the fact of COVID-19. Travelocity contacted us and promised we would hear from them soon about acquiring a ticket credit rating or refund. But we in no way read a different phrase from them.
I contacted Hawaiian, and it despatched us a be aware stating we wanted to operate with Travelocity. I experimented with calling Travelocity on quite a few events, and it would routinely disconnect mainly because my flight was not within 72 hrs.
I tried using to “chat” on the net with a representative who explained we could only get a credit to use by Dec. 31. I insisted on talking to a supervisor, and they gave me a variety to simply call, but you could not get a reside human being. I’m trying to get my $1,100 refund. Can you enable me?
— Jacquelin Heinen, Lakeville, Minn.
Remedy: If Hawaiian Airlines canceled your flights, you should really have acquired an rapid refund. The reps at Hawaiian and Travelocity have been erroneous. Underneath Division of Transportation rules (www.transportation.gov/airconsumer), you were being entitled to a total refund within seven company times if you paid out by credit score card. The rule also applies to tickets booked as a result of an on-line company like Travelocity.
Hawaiian was accurate about one particular detail. You necessary to go by way of your vacation agent for a refund. That suggests reaching out to Travelocity. The business really should have an automatic system in position that asks you if you want a refund or ticket credit. But it appears like that notification process was not operating for the duration of the pandemic, at minimum for you.
Travelocity was not totally straightforward with you. I reviewed the email messages it sent you and it gave you only a single option: to assert your airline credit. This gave the appearance that Travelocity was doing work with the airways to continue to keep your money.
I wouldn’t have termed Travelocity for a refund. Sending an electronic mail operates far better, because you can preserve a copy for your records. Until you file the simply call, there is no evidence of it. You could have also appealed your scenario to an executive at Travelocity. I checklist the names, quantities and e-mail addresses of important Travelocity executives on my client advocacy site at www.elliott.org/firm-contacts (Expedia owns Travelocity).
Your case is a reminder of the significance of holding a paper trail and recognizing your legal rights as a purchaser. I’m happy you questioned the Travelocity representative who advised you that your only solution was to accept a ticket credit rating. That was untrue.
I checked with Travelocity, which reviewed your scenario. It turns out you have been suitable for a entire refund after all. “Our brokers are processing her refund,” a Travelocity consultant advised me.