July 28, 2021


Poppin Fresh Travel

The Journey 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 present a credit rating for her canceled Hawaii flights. Is that correct?

Concern: In 2019, I booked flights by way of Travelocity to fly from Kauai to Minneapolis in April. The initial two legs of my flight, from Lihue to Honolulu to Los Angeles, had been on Hawaiian Airways. The last leg, from Los Angeles to Minneapolis, was on Delta Air Strains.

In late March, Hawaiian canceled our flights mainly because of COVID-19. Travelocity contacted us and promised we would listen to from them quickly about obtaining a ticket credit score or refund. But we never heard another word from them.

I contacted Hawaiian, and it despatched us a be aware expressing we required to function with Travelocity. I tried using contacting Travelocity on numerous occasions, and it would instantly disconnect for the reason that my flight was not in just 72 several hours.

I experimented with to “chat” on the net with a consultant who explained we could only get a credit to use by Dec. 31. I insisted on talking to a supervisor, and they gave me a variety to get in touch with, but you could not get a dwell person. I’m trying to get my $1,100 refund. Can you assistance me? — Jacquelin Heinen, Lakeville, Minn.

Respond to: If Hawaiian Airways canceled your flights, you should have been given an speedy refund. The representatives at Hawaiian and Travelocity have been incorrect. Beneath Section of Transportation policies (www.transportation.gov/airconsumer), you had been entitled to a comprehensive refund within seven small business times if you compensated by credit score card. The rule also applies to tickets booked through an on line agency like Travelocity.

Hawaiian was accurate about one particular factor. You required to go through your journey agent for a refund. That implies reaching out to Travelocity. The organization should really have an automated technique in place that asks you if you want a refund or ticket credit history. But it seems like that notification system was not doing work during the pandemic, at least for you.

Travelocity was not totally straightforward with you. I reviewed the emails it despatched you and it gave you only a single alternative: to claim your airline credit rating. This gave the visual appearance that Travelocity was performing with the airlines to hold your revenue.

I would not have identified as Travelocity for a refund. Sending an email operates far better, because you can retain a copy for your data. Unless you file the connect with, there is no proof of it. You could have also appealed your scenario to an executive at Travelocity. I listing the names, quantities and e-mail addresses of crucial Travelocity executives on my client advocacy internet site at www.elliott.org/business-contacts/expedia-purchaser-service-contacts/ (Expedia owns Travelocity).

Your circumstance is a reminder of the great importance of maintaining a paper trail and understanding your legal rights as a buyer. I’m glad you questioned the Travelocity consultant who advised you that your only selection was to settle for a ticket credit rating. That was untrue.

I checked with Travelocity, which reviewed your case. It turns out you had been eligible for a whole refund soon after all. “Our brokers are processing her refund,” a Travelocity consultant instructed me.

Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit firm that allows individuals resolve their complications. Get in touch with him at elliott.org/assist or [email protected]