Dear Travel TROUBLESHOOTER: In 2019, I booked flights by Travelocity to fly from Kauai to Minneapolis in April, 2020. The 1st two legs of my flight, from Lihue to Honolulu to Los Angeles, ended up on Hawaiian Airlines. The previous leg, from Los Angeles to Minneapolis, was on Delta Air Traces.
In late March, Hawaiian canceled our flights mainly because of COVID-19. Travelocity contacted us and promised we would hear from them shortly about getting a ticket credit rating or refund. But we under no circumstances read a further word from them.
I contacted Hawaiian, and it sent us a note stating we needed to work with Travelocity. I tried contacting Travelocity on many situations, and it would instantly disconnect due to the fact my flight was not in just 72 hrs.
I tried to “chat” on line with a representative who stated we could only get a credit to use by Dec. 31. I insisted on talking to a supervisor, and they gave me a range to call, but you could not get a stay particular person. I’m hoping to get my $1,100 refund. Can you assist me?
— Jacquelin Heinen, Lakeville, Minn.
Reply: If Hawaiian Airlines canceled your flights, you need to have gained an immediate refund. The representatives at Hawaiian and Travelocity were incorrect. Less than Section of Transportation procedures (www.transportation.gov/airconsumer), you were being entitled to a entire refund within seven company times if you paid out by credit history card. The rule also applies to tickets booked by means of an online agency like Travelocity.
Hawaiian was proper about just one detail. You required to go by way of your vacation agent for a refund. That suggests achieving out to Travelocity. The business really should have an computerized program in location that asks you if you want a refund or ticket credit score. But it seems like that notification program was not performing for the duration of the pandemic, at minimum for you.
Travelocity wasn’t fully genuine with you. I reviewed the emails it sent you and it gave you only a single selection: to assert your airline credit rating. This gave the look that Travelocity was working with the airlines to hold your revenue.
I wouldn’t have known as Travelocity for a refund. Sending an electronic mail is effective far better, due to the fact you can retain a copy for your data. Unless you report the phone, there’s no proof of it. You could have also appealed your situation to an executive at Travelocity. I record the names, figures and e-mail addresses of key Travelocity executives on my customer advocacy web site at www.elliott.org/corporation-contacts (Expedia owns Travelocity).
Your situation is a reminder of the value of trying to keep a paper path and being aware of your rights as a customer. I’m glad you questioned the Travelocity representative who instructed you that your only option was to settle for a ticket credit history. That was untrue.
I checked with Travelocity, which reviewed your case. It turns out you had been eligible for a complete refund following all. “Our brokers are processing her refund,” a Travelocity agent advised me.