Expedia refund problem
Jun 9th 2003, 3:46 am
#1
Guest
Posts: n/a
Expedia refund problem
I have used Expedia.com sucessfully for many flight bookings over the last
several years, but never had to deal with a cancellation.
In Feburary, my girlfriend booked 2 RT's from Boston non-stop to Rome Via
Alitalia for this August using Expedia. Paymant was by Credit Card. Last
week Alitalia notified her that the flight was cancelled. The Only other
Alitalia flights were multistop, long duration at higher prices. Expedia
gives no cancellation refund info on the website. When she called them, she
was bounced to Alitalia which bounced her back to Expedia. Expedia then
told her that she could only get a credit good for Alitalia and no others,
then they told her she would have to apply for a refund in writing by
regular mail.
Expedia policy on refunds seems really arcane. Operators you speak to give
conflicting information. Has anyone else had this situation where it was
the airline that cancelled the flight and Expedia made it difficult to get a
refund??? Any info appreciated!!
David
several years, but never had to deal with a cancellation.
In Feburary, my girlfriend booked 2 RT's from Boston non-stop to Rome Via
Alitalia for this August using Expedia. Paymant was by Credit Card. Last
week Alitalia notified her that the flight was cancelled. The Only other
Alitalia flights were multistop, long duration at higher prices. Expedia
gives no cancellation refund info on the website. When she called them, she
was bounced to Alitalia which bounced her back to Expedia. Expedia then
told her that she could only get a credit good for Alitalia and no others,
then they told her she would have to apply for a refund in writing by
regular mail.
Expedia policy on refunds seems really arcane. Operators you speak to give
conflicting information. Has anyone else had this situation where it was
the airline that cancelled the flight and Expedia made it difficult to get a
refund??? Any info appreciated!!
David
Jun 9th 2003, 4:37 am
#2
Guest
Posts: n/a
Re: Expedia refund problem
On Mon, 09 Jun 2003 11:46:18 +0000, David wrote:
> I have used Expedia.com sucessfully for many flight bookings over the last
> several years, but never had to deal with a cancellation.
> In Feburary, my girlfriend booked 2 RT's from Boston non-stop to Rome Via
> Alitalia for this August using Expedia. Paymant was by Credit Card. Last
> week Alitalia notified her that the flight was cancelled. The Only other
> Alitalia flights were multistop, long duration at higher prices. Expedia
> gives no cancellation refund info on the website. When she called them, she
> was bounced to Alitalia which bounced her back to Expedia. Expedia then
> told her that she could only get a credit good for Alitalia and no others,
> then they told her she would have to apply for a refund in writing by
> regular mail.
> Expedia policy on refunds seems really arcane. Operators you speak to give
> conflicting information. Has anyone else had this situation where it was
> the airline that cancelled the flight and Expedia made it difficult to get a
> refund??? Any info appreciated!!
Two possibilities if you go nowhere with them:
1. Complain with your credit card, on the basis that they are not
delivering the goods.
2. File a small claims court. That will get their attention.
> I have used Expedia.com sucessfully for many flight bookings over the last
> several years, but never had to deal with a cancellation.
> In Feburary, my girlfriend booked 2 RT's from Boston non-stop to Rome Via
> Alitalia for this August using Expedia. Paymant was by Credit Card. Last
> week Alitalia notified her that the flight was cancelled. The Only other
> Alitalia flights were multistop, long duration at higher prices. Expedia
> gives no cancellation refund info on the website. When she called them, she
> was bounced to Alitalia which bounced her back to Expedia. Expedia then
> told her that she could only get a credit good for Alitalia and no others,
> then they told her she would have to apply for a refund in writing by
> regular mail.
> Expedia policy on refunds seems really arcane. Operators you speak to give
> conflicting information. Has anyone else had this situation where it was
> the airline that cancelled the flight and Expedia made it difficult to get a
> refund??? Any info appreciated!!
Two possibilities if you go nowhere with them:
1. Complain with your credit card, on the basis that they are not
delivering the goods.
2. File a small claims court. That will get their attention.
Jun 9th 2003, 7:00 am
#3
Guest
Posts: n/a
Re: Expedia refund problem
David wrote:
>
> I have used Expedia.com sucessfully for many flight bookings over the last
> several years, but never had to deal with a cancellation.
> In Feburary, my girlfriend booked 2 RT's from Boston non-stop to Rome Via
> Alitalia for this August using Expedia. Paymant was by Credit Card. Last
> week Alitalia notified her that the flight was cancelled. The Only other
> Alitalia flights were multistop, long duration at higher prices. Expedia
> gives no cancellation refund info on the website. When she called them, she
> was bounced to Alitalia which bounced her back to Expedia. Expedia then
> told her that she could only get a credit good for Alitalia and no others,
> then they told her she would have to apply for a refund in writing by
> regular mail.
> Expedia policy on refunds seems really arcane. Operators you speak to give
> conflicting information. Has anyone else had this situation where it was
> the airline that cancelled the flight and Expedia made it difficult to get a
> refund??? Any info appreciated!!
Tell her to try again - she may get a different customer service
person. My first trip to Paris, I booked a hotel through Expedia,
because the description said it was "near the opera". I then discovered
that it was "near" the WRONG opera (I had tickets to the Bastille, the
hotel was near the Garnier) and wanted to cancel the reservation. The
first person I spoke with told me I would still have to pay for the
period I had booked (it was one of their special deals, with payment in
advance). After hanging up (NOT gently), I called again, spoke with a
different person (different part of the U.S., too, I think - the first
one had a Southern accent, the second did not). This time there was no
problem about cancelling the reservation, but I did have to pay a
"cancellation fee" ($10, IIRC). Since I was making reservations in July
for the second week in January, even that seemed a bit unreasonable, but
I wasn't about to argue, since it was a lot less than their price for a
week's stay.
Because I had bought my ticket so far in advance, I did have my return
flight re-routed for me (American had cancelled their direct flight from
CDG to LAX, effective 1 January, 2001). They had initially rerouted me
through Dallas (with all the attendant hassle involved in clearing US
customs there, instead of at LAX), but I had no problem RE-rerouting
through LHR, although I had to go to an American Airlines ticket office
to have my ticket re-written. (However, come to think of it, I had
booked my flight through American Express, because Expedia's on-line
page didn't allow enough enough room for all my "multi-city" itinerary,
so I guess that doesn't count.)
>
> I have used Expedia.com sucessfully for many flight bookings over the last
> several years, but never had to deal with a cancellation.
> In Feburary, my girlfriend booked 2 RT's from Boston non-stop to Rome Via
> Alitalia for this August using Expedia. Paymant was by Credit Card. Last
> week Alitalia notified her that the flight was cancelled. The Only other
> Alitalia flights were multistop, long duration at higher prices. Expedia
> gives no cancellation refund info on the website. When she called them, she
> was bounced to Alitalia which bounced her back to Expedia. Expedia then
> told her that she could only get a credit good for Alitalia and no others,
> then they told her she would have to apply for a refund in writing by
> regular mail.
> Expedia policy on refunds seems really arcane. Operators you speak to give
> conflicting information. Has anyone else had this situation where it was
> the airline that cancelled the flight and Expedia made it difficult to get a
> refund??? Any info appreciated!!
Tell her to try again - she may get a different customer service
person. My first trip to Paris, I booked a hotel through Expedia,
because the description said it was "near the opera". I then discovered
that it was "near" the WRONG opera (I had tickets to the Bastille, the
hotel was near the Garnier) and wanted to cancel the reservation. The
first person I spoke with told me I would still have to pay for the
period I had booked (it was one of their special deals, with payment in
advance). After hanging up (NOT gently), I called again, spoke with a
different person (different part of the U.S., too, I think - the first
one had a Southern accent, the second did not). This time there was no
problem about cancelling the reservation, but I did have to pay a
"cancellation fee" ($10, IIRC). Since I was making reservations in July
for the second week in January, even that seemed a bit unreasonable, but
I wasn't about to argue, since it was a lot less than their price for a
week's stay.
Because I had bought my ticket so far in advance, I did have my return
flight re-routed for me (American had cancelled their direct flight from
CDG to LAX, effective 1 January, 2001). They had initially rerouted me
through Dallas (with all the attendant hassle involved in clearing US
customs there, instead of at LAX), but I had no problem RE-rerouting
through LHR, although I had to go to an American Airlines ticket office
to have my ticket re-written. (However, come to think of it, I had
booked my flight through American Express, because Expedia's on-line
page didn't allow enough enough room for all my "multi-city" itinerary,
so I guess that doesn't count.)
Jun 9th 2003, 5:56 pm
#4
Guest
Posts: n/a
Re: Expedia refund problem
David wrote in message news:[email protected]...
> I have used Expedia.com sucessfully for many flight bookings over the last
> several years, but never had to deal with a cancellation.
> In Feburary, my girlfriend booked 2 RT's from Boston non-stop to Rome Via
> Alitalia for this August using Expedia. Paymant was by Credit Card. Last
> week Alitalia notified her that the flight was cancelled. The Only other
> Alitalia flights were multistop, long duration at higher prices. Expedia
> gives no cancellation refund info on the website. When she called them,
she
> was bounced to Alitalia which bounced her back to Expedia. Expedia then
> told her that she could only get a credit good for Alitalia and no others,
> then they told her she would have to apply for a refund in writing by
> regular mail.
> Expedia policy on refunds seems really arcane. Operators you speak to give
> conflicting information. Has anyone else had this situation where it was
> the airline that cancelled the flight and Expedia made it difficult to get
a
> refund??? Any info appreciated!!
> David
At expedia.co.uk, they say that they are responsible for refunds if the
ticket is a special expedia fare, otherwise you have to get the refund (if
you're entitled) from the airline. In general refunds are only available
for expedia special fares under exceptional circumstances (like the flight
is cancelled or the airline goies out of business)
> I have used Expedia.com sucessfully for many flight bookings over the last
> several years, but never had to deal with a cancellation.
> In Feburary, my girlfriend booked 2 RT's from Boston non-stop to Rome Via
> Alitalia for this August using Expedia. Paymant was by Credit Card. Last
> week Alitalia notified her that the flight was cancelled. The Only other
> Alitalia flights were multistop, long duration at higher prices. Expedia
> gives no cancellation refund info on the website. When she called them,
she
> was bounced to Alitalia which bounced her back to Expedia. Expedia then
> told her that she could only get a credit good for Alitalia and no others,
> then they told her she would have to apply for a refund in writing by
> regular mail.
> Expedia policy on refunds seems really arcane. Operators you speak to give
> conflicting information. Has anyone else had this situation where it was
> the airline that cancelled the flight and Expedia made it difficult to get
a
> refund??? Any info appreciated!!
> David
At expedia.co.uk, they say that they are responsible for refunds if the
ticket is a special expedia fare, otherwise you have to get the refund (if
you're entitled) from the airline. In general refunds are only available
for expedia special fares under exceptional circumstances (like the flight
is cancelled or the airline goies out of business)
Jun 10th 2003, 2:51 am
#5
Guest
Posts: n/a
Re: Expedia refund problem
>At expedia.co.uk, they say that they are responsible for refunds if the
>ticket is a special expedia fare, otherwise you have to get the refund (if
>you're entitled) from the airline. In general refunds are only available
>for expedia special fares under exceptional circumstances (like the flight
>is cancelled or the airline goies out of business)
Hmmm that's not how IATA works though! If you buy a ticket through an agent
then they alone can apply for a refund on your behalf. They get the money
from the airline, deduct any charges as they see fit, and return the balance
to you. Airlines generally refuse to deal with customers directly if they
bought from an agent.
phil
>ticket is a special expedia fare, otherwise you have to get the refund (if
>you're entitled) from the airline. In general refunds are only available
>for expedia special fares under exceptional circumstances (like the flight
>is cancelled or the airline goies out of business)
Hmmm that's not how IATA works though! If you buy a ticket through an agent
then they alone can apply for a refund on your behalf. They get the money
from the airline, deduct any charges as they see fit, and return the balance
to you. Airlines generally refuse to deal with customers directly if they
bought from an agent.
phil
