Dear Travel TROUBLESHOOTER: In 2019, I booked flights as a result of 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, had been on Hawaiian Airlines. The past leg, from Los Angeles to Minneapolis, was on Delta Air Lines.
In late March, Hawaiian canceled our flights simply because of COVID-19. Travelocity contacted us and promised we would hear from them soon about obtaining a ticket credit score or refund. But we never ever listened to yet another term from them.
I contacted Hawaiian, and it sent us a take note declaring we necessary to operate with Travelocity. I experimented with contacting Travelocity on various instances, and it would instantly disconnect since my flight was not inside 72 hrs.
I attempted to “chat” on-line with a consultant who said we could only get a credit score to use by Dec. 31. I insisted on speaking to a supervisor, and they gave me a amount to simply call, but you could not get a are living man or woman. I’m attempting to get my $1,100 refund. Can you aid me?
— Jacquelin Heinen, Lakeville, Minn.
Response: If Hawaiian Airways canceled your flights, you must have gained an speedy refund. The representatives at Hawaiian and Travelocity were being completely wrong. Less than Section of Transportation rules (www.transportation.gov/airconsumer), you were entitled to a entire refund inside 7 small business times if you paid by credit card. The rule also applies to tickets booked as a result of an online company like Travelocity.
Hawaiian was correct about a single factor. You desired to go by means of your journey agent for a refund. That usually means achieving out to Travelocity. The corporation should really have an automated method in position that asks you if you want a refund or ticket credit rating. But it appears to be like that notification system wasn’t operating during the pandemic, at the very least for you.
Travelocity wasn’t entirely straightforward with you. I reviewed the emails it sent you and it gave you only one possibility: to assert your airline credit. This gave the visual appearance that Travelocity was operating with the airways to retain your cash.
I would not have identified as Travelocity for a refund. Sending an e-mail works better, because you can retain a duplicate for your information. Until you file the simply call, there is no proof of it. You could have also appealed your case to an government at Travelocity. I record the names, quantities and email addresses of critical Travelocity executives on my purchaser advocacy internet site at www.elliott.org/corporation-contacts (Expedia owns Travelocity).
Your circumstance is a reminder of the relevance of preserving a paper trail and knowing your rights as a shopper. I’m happy you questioned the Travelocity representative who advised you that your only option was to accept a ticket credit history. That was untrue.
I checked with Travelocity, which reviewed your situation. It turns out you were being eligible for a complete refund right after all. “Our brokers are processing her refund,” a Travelocity consultant instructed me.