September 27, 2022

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It's time to think about Travel.

No refund for canceled Hawaii flights?

Pricey Journey TROUBLESHOOTER: In 2019, I booked flights via Travelocity to fly from Kauai to Minneapolis in April, 2020. The initially two legs of my flight, from Lihue to Honolulu to Los Angeles, were being on Hawaiian Airways. The previous leg, from Los Angeles to Minneapolis, was on Delta Air Lines.

Christopher Elliott, the Travel Troubleshooter ...
Christopher Elliott, the Journey Troubleshooter 

In late March, Hawaiian canceled our flights simply because of COVID-19. Travelocity contacted us and promised we would listen to from them soon about acquiring a ticket credit score or refund. But we never read a further word from them.

I contacted Hawaiian, and it sent us a take note expressing we essential to do the job with Travelocity. I experimented with calling Travelocity on numerous situations, and it would immediately disconnect mainly because my flight was not inside of 72 several hours.

I attempted to “chat” online with a consultant who said we could only get a credit history to use by Dec. 31. I insisted on talking to a supervisor, and they gave me a amount to simply call, but you could not get a reside particular person. I’m hoping to get my $1,100 refund. Can you aid me?

— Jacquelin Heinen, Lakeville, Minn.

Response: If Hawaiian Airways canceled your flights, you really should have received an rapid refund. The associates at Hawaiian and Travelocity have been erroneous. Less than Section of Transportation principles (www.transportation.gov/airconsumer), you had been entitled to a full refund within just 7 business enterprise times if you paid by credit card. The rule also applies to tickets booked through an on the net agency like Travelocity.

Hawaiian was right about a single detail. You necessary to go through your travel agent for a refund. That indicates reaching out to Travelocity. The business need to have an automatic program in position that asks you if you want a refund or ticket credit score. But it appears to be like like that notification process wasn’t doing the job during the pandemic, at the very least for you.

Travelocity was not fully trustworthy with you. I reviewed the emails it sent you and it gave you only one possibility: to declare your airline credit rating. This gave the appearance that Travelocity was functioning with the airways to maintain your income.

I would not have referred to as Travelocity for a refund. Sending an email works greater, simply because you can hold a duplicate for your records. Except if you document the phone, there’s no proof of it. You could have also appealed your scenario to an executive at Travelocity. I checklist the names, figures and email addresses of critical Travelocity executives on my shopper advocacy internet site at www.elliott.org/organization-contacts (Expedia owns Travelocity).