Expensive Journey TROUBLESHOOTER: In 2019, I booked flights by Travelocity to fly from Kauai to Minneapolis in April, 2020. The to start with two legs of my flight, from Lihue to Honolulu to Los Angeles, were being on Hawaiian Airways. The final leg, from Los Angeles to Minneapolis, was on Delta Air Strains.
In late March, Hawaiian canceled our flights for the reason that of COVID-19. Travelocity contacted us and promised we would listen to from them soon about obtaining a ticket credit or refund. But we by no means heard a further word from them.
I contacted Hawaiian, and it sent us a take note saying we essential to do the job with Travelocity. I tried out contacting Travelocity on numerous instances, and it would automatically disconnect because my flight was not in 72 hrs.
I tried to “chat” on the net with a agent who stated we could only get a credit history to use by Dec. 31. I insisted on talking to a supervisor, and they gave me a variety to phone, but you could not get a dwell human being. I’m attempting to get my $1,100 refund. Can you assistance me?
— Jacquelin Heinen, Lakeville, Minn.
Reply: If Hawaiian Airlines canceled your flights, you really should have acquired an fast refund. The reps at Hawaiian and Travelocity had been wrong. Under Office of Transportation procedures (www.transportation.gov/airconsumer), you ended up entitled to a comprehensive refund in just seven business enterprise days if you paid out by credit rating card. The rule also applies to tickets booked through an on-line company like Travelocity.
Hawaiian was proper about 1 point. You desired to go by means of your journey agent for a refund. That indicates achieving out to Travelocity. The corporation should have an automatic method in area that asks you if you want a refund or ticket credit. But it looks like that notification technique was not functioning in the course of the pandemic, at the very least for you.
Travelocity was not fully sincere with you. I reviewed the e-mails it sent you and it gave you only one particular choice: to claim your airline credit score. This gave the overall look that Travelocity was performing with the airlines to preserve your cash.
I would not have called Travelocity for a refund. Sending an e-mail is effective superior, due to the fact you can retain a copy for your records. Unless of course you document the call, there’s no proof of it. You could have also appealed your scenario to an government at Travelocity. I listing the names, quantities and email addresses of key Travelocity executives on my consumer advocacy web site at www.elliott.org/organization-contacts (Expedia owns Travelocity).
Your case is a reminder of the value of preserving a paper path and being aware of your rights as a customer. I’m glad you questioned the Travelocity agent who advised you that your only option was to acknowledge a ticket credit history. That was untrue.
I checked with Travelocity, which reviewed your situation. It turns out you ended up suitable for a complete refund following all. “Our agents are processing her refund,” a Travelocity representative informed me.