Expedia is currently refusing to offer customers a cash refund for flights that have been cancelled and are instead offering travel credit. This seems to be affecting Expedia & Expedia group owned online travel agencies (e.g Travelocity & Orbitz) according to WCVB. In May the DoT clarified online travel agencies responsibilities when it comes to cancelled flights:
What rights do passengers have if they purchased their airline ticket from an online travel agency?
Ticket agents are required to make “proper” refunds when service cannot be performed as contracted on a flight to, within, or from the United States. The Department interprets the requirement for ticket agents to provide “proper” refunds to include providing refunds in any instance when the following conditions are met: (i) an airline cancels or significantly changes a flight, (ii) an airline acknowledges that a consumer is entitled to a refund, and (iii) passenger funds are possessed by a ticket agent. In enforcing the requirement for ticket agents to make “proper” refunds, the Aviation Enforcement Office will focus on the totality of the circumstances.
This was the second enforcement notice that the DoT issued. At some stage the DoT needs to start issuing enforcement action rather than just warning corporations that frankly already know the laws of their obligations. It seems that customers involved were able to receive a refund, but only after NewsCenter 5 contacted Expedia and the airlines directly.
Hat tip to sexy_kitten7
