No refund for canceled Hawaii flights?
Pricey Vacation TROUBLESHOOTER: In 2019, I booked flights by way of Travelocity to fly from Kauai to Minneapolis in April, 2020. The very first two legs of my flight, from Lihue to Honolulu to Los Angeles, ended up on Hawaiian Airways. The previous leg, from Los Angeles to Minneapolis, was on Delta Air Traces.

In late March, Hawaiian canceled our flights simply because of COVID-19. Travelocity contacted us and promised we would listen to from them before long about obtaining a ticket credit rating or refund. But we in no way heard a different term from them.
I contacted Hawaiian, and it despatched us a notice stating we necessary to work with Travelocity. I tried calling Travelocity on quite a few events, and it would routinely disconnect for the reason that my flight was not within just 72 several hours.
I attempted to “chat” on the net with a representative who reported we could only get a credit score 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 stay particular person. I’m making an attempt to get my $1,100 refund. Can you assistance me?
— Jacquelin Heinen, Lakeville, Minn.
Solution: If Hawaiian Airways canceled your flights, you should really have received an rapid refund. The representatives at Hawaiian and Travelocity were incorrect. Underneath Division of Transportation procedures (www.transportation.gov/airconsumer), you ended up entitled to a total refund in seven enterprise days if you paid out by credit score card. The rule also applies to tickets booked by way of an on the web company like Travelocity.
Hawaiian was right about 1 issue. You desired to go by means of your travel agent for a refund. That usually means reaching out to Travelocity. The company must have an computerized process in location that asks you if you want a refund or ticket credit score. But it appears like that notification technique wasn’t operating throughout the pandemic, at least for you.
Travelocity was not entirely trustworthy with you. I reviewed the email messages it sent you and it gave you only one option: to declare your airline credit rating. This gave the appearance that Travelocity was doing work with the airlines to continue to keep your cash.
I wouldn’t have named Travelocity for a refund. Sending an electronic mail will work superior, for the reason that you can hold a copy for your documents. Until you file the connect with, there’s no evidence of it. You could have also appealed your situation to an executive at Travelocity. I record the names, figures and email addresses of essential Travelocity executives on my shopper advocacy web page at www.elliott.org/company-contacts (Expedia owns Travelocity).
Your case is a reminder of the significance of trying to keep a paper path and recognizing your rights as a client. I’m glad you questioned the Travelocity agent who told you that your only alternative was to settle for a ticket credit score. That was untrue.
I checked with Travelocity, which reviewed your circumstance. It turns out you were being suitable for a entire refund following all. “Our brokers are processing her refund,” a Travelocity agent advised me.