Can she get a refund, not just credit score, for canceled flights?

Q: In 2019, I booked flights by means of Travelocity to fly from Kauai to Minneapolis in April. The initially two legs of my flight, from Lihue to Honolulu to Los Angeles, had been on Hawaiian Airways. The previous leg, from Los Angeles to Minneapolis, was on Delta Air Traces.

In late March, Hawaiian canceled our flights due to the fact of COVID-19. Travelocity contacted us and promised we would hear from them quickly about obtaining a ticket credit score or refund. But we by no means read a different phrase from them.

I contacted Hawaiian, and it despatched us a notice stating we essential to perform with Travelocity. I tried calling Travelocity on a lot of instances, and it would quickly disconnect mainly because my flight was not within just 72 hrs.

I tried to “chat” on the internet with a agent who said we could only get a credit score 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 live man or woman. I’m trying to get my $1,100 refund. Can you assistance me?

— Jacquelin Heinen, Lakeville, Minnesota

A: If Hawaiian Airways canceled your flights, you should have been given an instant refund. The associates at Hawaiian and Travelocity were being incorrect. Under Department of Transportation policies (www.transportation.gov/airconsumer), you were entitled to a comprehensive refund in 7 business times if you paid by credit rating card. The rule also applies to tickets booked as a result of an on the web agency like Travelocity.

Hawaiian was accurate about one thing. You necessary to go by means of your journey agent for a refund. That suggests reaching out to Travelocity. The organization must have an automated technique in place that asks you if you want a refund or ticket credit rating. But it appears to be like like that notification procedure was not performing during the pandemic, at the very least for you.

Travelocity wasn’t absolutely honest with you. I reviewed the email messages it sent you and it gave you only a single choice: to claim your airline credit. This gave the visual appearance that Travelocity was functioning with the airlines to retain your cash.

I would not have named Travelocity for a refund. Sending an electronic mail functions greater, because you can keep a duplicate for your records. Except if you document the contact, there’s no proof of it. You could have also appealed your situation to an executive at Travelocity. I checklist the names, figures and e-mail addresses of important Travelocity executives on my consumer advocacy internet site at www.elliott.org/enterprise-contacts/expedia-buyer-provider-contacts (Expedia owns Travelocity).

Your circumstance is a reminder of the great importance of trying to keep a paper path and being aware of your legal rights as a consumer. I’m glad you questioned the Travelocity consultant who advised you that your only alternative was to take a ticket credit history. That was untrue.

I checked with Travelocity, which reviewed your circumstance. It turns out you were eligible for a whole refund immediately after all. “Our agents are processing her refund,” a Travelocity representative advised me.

Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that aids customers solve their complications. Call him at elliott.org/enable or [email protected].