The Vacation Troubleshooter: Can I get a refund for my canceled Hawaii flights? |

When Hawaiian Airlines cancels Jacquelin Heinen’s flight from Lihue to Los Angeles, she asks for a refund. But the airline will only provide a credit for her canceled Hawaii flights. Is that suitable?

Issue: In 2019, I booked flights through Travelocity to fly from Kauai to Minneapolis in April. The first two legs of my flight, from Lihue to Honolulu to Los Angeles, were on Hawaiian Airlines. The very last leg, from Los Angeles to Minneapolis, was on Delta Air Traces.

In late March, Hawaiian canceled our flights since of COVID-19. Travelocity contacted us and promised we would hear from them soon about acquiring a ticket credit rating or refund. But we by no means heard one more phrase from them.

I contacted Hawaiian, and it despatched us a notice saying we desired to get the job done with Travelocity. I tried contacting Travelocity on various situations, and it would routinely disconnect for the reason that my flight was not within just 72 hours.

I attempted to “chat” on the web with a representative who claimed we could only get a credit to use by Dec. 31. I insisted on talking to a supervisor, and they gave me a selection to simply call, but you could not get a dwell person. I’m attempting to get my $1,100 refund. Can you support me? — Jacquelin Heinen, Lakeville, Minn.

Reply: If Hawaiian Airlines canceled your flights, you ought to have obtained an instant refund. The representatives at Hawaiian and Travelocity were being completely wrong. Underneath Office of Transportation procedures (www.transportation.gov/airconsumer), you have been entitled to a full refund in just seven enterprise times if you paid by credit score card. The rule also applies to tickets booked through an on the net agency like Travelocity.

Hawaiian was correct about a person factor. You required to go by way of your travel agent for a refund. That suggests achieving out to Travelocity. The organization ought to have an automatic system in spot that asks you if you want a refund or ticket credit score. But it looks like that notification method wasn’t doing work in the course of the pandemic, at least for you.

Travelocity wasn’t completely straightforward with you. I reviewed the emails it despatched you and it gave you only a person choice: to claim your airline credit. This gave the appearance that Travelocity was doing the job with the airways to keep your income.

I would not have termed Travelocity for a refund. Sending an e mail functions much better, due to the fact you can retain a copy for your records. Except if you document the get in touch with, there is no proof of it. You could have also appealed your circumstance to an government at Travelocity. I checklist the names, numbers and e-mail addresses of key Travelocity executives on my purchaser advocacy website at www.elliott.org/business-contacts/expedia-shopper-assistance-contacts/ (Expedia owns Travelocity).

Your scenario is a reminder of the worth of trying to keep a paper path and knowing your rights as a buyer. I’m happy you questioned the Travelocity agent who advised you that your only solution was to settle for a ticket credit history. That was untrue.

I checked with Travelocity, which reviewed your scenario. It turns out you were being eligible for a entire refund soon after all. “Our agents are processing her refund,” a Travelocity consultant told me.

Christopher Elliott is the main advocacy officer of Elliott Advocacy, a nonprofit group that aids people solve their challenges. Get hold of him at elliott.org/assistance or [email protected].