DEAR TRAVEL TROUBLESHOOTER: I booked a KLM flight by Expedia last yr. KLM canceled the flight because of COVID in October. Expedia informed me to attend 12 weeks for a refund. When no refund arrived, I contacted Expedia.
Expedia claims KLM refunded me, although I paid Expedia. KLM claims they refunded Expedia, which then ought to have refunded me.
After some forwards and backwards, Expedia informed me to contact my financial institution. I contacted Chase, my bank card firm, to dispute the fees, but it was too late.
Expedia has stopped responding to my requests for a refund. I’ve proof of all communications. I need Expedia to refund me for the quantity of the flight. I’m out of choices since Expedia, KLM and Chase stated they can not do something. Can you assist me get my $427 again?
— Eric Aird, Zurich, Switzerland
ANSWER: You ought to have obtained a immediate refund. Department of Transportation laws govern your ticket when you used Expedia within the United States. The guidelines require the airline to situation a refund inside seven enterprise days when you paid by bank card, and 20 days when you paid by money or verify. Europe has comparable guidelines.
I’ve reviewed the paper path between you and the varied events — Expedia, Chase and KLM. What a tangled net. You’re proper, they’re blaming one another.
So, who is in the end chargeable for your refund? Your on-line journey company, Expedia. It took your cash and agreed to behave as your agent in buying the flight. After KLM canceled your flight, Expedia ought to have ensured that you just had a lightning-fast refund. It should not have handed you off to KLM.
And, what about your bank card? A Chase consultant informed you that an excessive amount of time had handed between your buy and your charge-back request. That’s nonsense. Credit card firms will help their clients if they need, but they select to chop off all requests after 60 days. They declare that the Fair Credit Billing Act, the legislation that protects bank card clients, will not permit them to dispute claims greater than two months outdated. But, the legislation does not stop banks from dealing with older disputes.
A quick, well mannered e mail to Expedia may need accomplished the trick for you. I might have forwarded your entire correspondence together with a well mannered cowl letter to one of many Expedia govt contacts who I listing on my shopper advocacy web site at www.elliott.org/company-contacts/expedia-customer-service-contacts/. If that did not work, you would have reached out to KLM. I publish their govt contacts, too, at www.elliott.org/company-contacts/klm-airlines/.
I contacted Expedia in your behalf. “My brokers confirmed the refund has now been processed, and the client has been notified,” an Expedia consultant informed me. “It sounds just like the delay was because of an agent error, so we have apologized to the client and added a $100 voucher to the traveler’s Expedia account for the inconvenience.”
Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit group that helps customers resolve their issues. Elliott’s newest e-book is “How To Be The World’s Smartest Traveler” (National Geographic). Contact him at elliott.org/assist or email@example.com.
(c) 2022 Christopher Elliott
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