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
I bought a ticket for IAD-CAI but the flight schedule was cancelled due to COVID. First complained directly to them and then file a dispute from the credit card company, and provided evidence of involuntary cancellation as well as DOT rules. The money was credit back in one day and the dispute was closed within 2 weeks. Finger crossed.
I made a pledge, I will never use 3rd party travel agents again in my life, no matter what the price difference is.I realized it’s not worth it.
I am cashing out all my 400000URs with CSR for grocery store credit at 1.5 and no more third party bookings.
Make a pledge #boycotttravelagents
I was worried what might happen with my flight I booked with UR points, but I waited until the flight was 10 days out, called Chase UR CSR, 5 minute call, and had a full refund of UR points back in my account that day. That said, I am cashing out as many UR points as possible with the pay yourself back promo. It just makes sense.
I had a different experience. They didn’t want to give me points back but instead offered a 2-year travel voucher.
Although you supposed to attempt to get the refund first before filing a charge back, now a days it is SO difficult to get a hold of the carriers and OTAs, so in my opinion it is justified to just file a charge back, and let the OTA respond if they want to keep the money. Merchant services do not loose much, they just take the funds back from the merchant. I know that Amex refunds quickly and easily.
Good luck.
I stopped doing business with Expedia, Travelocity, and Hotels.com about twelve years ago. My motto became “no more third party travel agents.” When Chase switched their travel portal to Expedia a few years back, I resolved never to use the portal, and I always transferred my points out to the airlines even when the portal had a lower price.
Smart decision, I’m stuck with Chase Travel credits right now, fighting it through DOT and BBB complaints.
I booked a trip in may to vegas they didn’t give me my money back for my flight but gave me my money for my room they cancel not me so when will i get my money back
Air Canada refused to give cash refunds even if they cancel/delay flights by more than 3+ hours as stated on the website. Been going back and forth between US Bank Travel Agency (used points) and Air Canada. I don’t think I am getting a refund even after submitting a complaint to DOT. They just refuse and I have no recourse
In the same boat with Citi.
charge back request. Canadians are fighting them on it too. In the mean time, file a charge back!
I’ve had two international trips booked -one on Expedia, one with Priceline. Both flights were cancelled. Priceline has refunded the next day after cancellation. Expedia only offered a credit. Contacted them three times over a month and they kept saying airline is not responding to them. I filed a charge back (Citi Prestige card) a couple of weeks ago. I got a provisional credit but they still have till middle of July to respond.
Had very similar thing happen. Citi sided with merchant first round. Appealed. Waiting.
Can’t people just file a dispute with there credit card company? I don’t see the big deal here.
I filed 3 chargebacks and Chase sided with me. They give you temporary credits when you file chargebacks and they send you a letter about their decision about one or two months later and the credits become final if you win.
Steven got lucky.
If you lose first round, you can appeal, which gives a merchant an interest free loan for another 90 days (until they inevitably go bankrupt once that Cares Act/PPP money runs out…)
The real issue is impartiality. Many of the points redemptions for travel involve a credit card issuer’s preferred service provider (for Chase UR, it’s Expedia, etc.)
Card issuers are quick to side with their service providers… “Oh, look you bought a nonrefundable ticket, you lose!”
But, wait.. the DOT says even nonrefundable tickets are to be refunded when the airline cancels. *crickets*
The little guy is getting screwed.
You’re supposed to try and resolve the issue before filing a chargeback. You also shouldn’t need to do it when a company is literally breaking the law.
not if the airlines are Canadian-based. I’m Canadian and I am ashamed of what those companies do.
I got the Citibank/Expedia credit card last year during a Black Friday promotion, which gave me gold status with Expedia.
I had four international trips for 2020 cancelled due to Covid-19, and Expedia’s dedicated Gold Customer Service Group was amazing. I was refunded promptly for all my bookings, and with no issues.
Dan, you’re one of the lucky ones. I too am Gold with Expedia, yet one of my cancelled bookings has taken months to resolve (since March). The hotel keeps claiming an issue with their bank, and Expedia just tells me to be patient. I’m assuming they’ll go bankrupt before I see a penny back from my deposit.
similar issue with Priceline for Air Canada tickets, whom are refusing me a refund despite me sending them the DOT statement. they state that all they can do is follow airline policy – in this case Air Canada; and its AC that is refusing the refund. “Priceline is just the middle-person”.
DOT needs to do some enforcement actions on Airlines breaking the rules
Unfortunately, current admin not really a fan of enforcement… unless it’s against nonviolent protestors.
Will try contacting my congressman….doubt it will get anywher