Q. In 2019, I booked flights through Travelocity to fly from Kauai to Minneapolis in April. The to start with two legs of my flight, from Lihue to Honolulu to Los Angeles, were on Hawaiian Airways. The last leg, from Los Angeles to Minneapolis, was on Delta Air Lines.
In late March, Hawaiian canceled our flights because of COVID-19. Travelocity contacted us and promised we would listen to from them soon about getting a ticket credit score or refund. But we in no way read an additional phrase from them.
I contacted Hawaiian, and it despatched us a note indicating we desired to operate with Travelocity. I tried using calling Travelocity on several events, and it would automatically disconnect because my flight was not inside 72 hrs.
I tried using to “chat” on the internet with a consultant who stated we could only get a credit score to use by Dec. 31. I insisted on talking to a supervisor, and they gave me a selection to connect with, but you could not get a dwell individual. I’m trying to get my $1,100 refund. Can you enable me?
JACQUELIN HEINEN, Lakeville, Minn.
A. If Hawaiian Airways canceled your flights, you need to have been given an speedy refund. The associates at Hawaiian and Travelocity have been wrong. Less than Division of Transportation guidelines (www.transportation.gov/airconsumer), you ended up entitled to a whole refund in 7 business times if you paid out by credit rating card. The rule also applies to tickets booked through an on line agency like Travelocity.
Hawaiian was proper about just one thing: You required to go by means of your vacation agent for a refund. That implies reaching out to Travelocity. The corporation should have an automatic program in position that asks you if you want a refund or ticket credit. But it appears like that notification technique was not performing during the pandemic, at least for you.
Travelocity wasn’t entirely straightforward with you. I reviewed the e-mails it despatched you and it gave you only one option: to declare your airline credit. This gave the physical appearance that Travelocity was working with the airways to hold your funds.
I would not have called Travelocity for a refund. Sending an e-mail works far better, mainly because you can preserve a duplicate for your information. Until you file the phone, there’s no evidence of it. You could have also appealed your circumstance to an government at Travelocity. I record the names, figures, and e-mail addresses of critical Travelocity executives on my consumer advocacy website at www.elliott.org/corporation-contacts/expedia-client-services-contacts/ (Expedia owns Travelocity).
Your scenario is a reminder of the value of preserving a paper path and knowing your rights as a purchaser. I’m glad you questioned the Travelocity consultant who told you that your only selection was to accept a ticket credit rating. That was untrue.
I checked with Travelocity, which reviewed your case. It turns out you have been suitable for a complete refund just after all. “Our agents are processing her refund,” a Travelocity representative told me.
Christopher Elliott is the main advocacy officer of Elliott Advocacy, a nonprofit corporation that will help people resolve their issues. Get in touch with him at elliott.org/help or [email protected].