Go back and forth Troubleshooter: Expedia promised a reimbursement closing October, however the place is it?

DEAR TRAVEL TROUBLESHOOTER: I booked a KLM flight via Expedia closing yr. KLM canceled the flight on account of COVID in October. Expedia informed me to attend 12 weeks for a reimbursement. When no refund arrived, I contacted Expedia.

Christopher Elliott, the Go back and forth Troubleshooter 

Expedia claims KLM refunded me, although I paid Expedia. KLM claims they refunded Expedia, which then will have to have refunded me.

After some from side to side, Expedia informed me to touch my financial institution. I contacted Chase, my bank card corporation, to dispute the fees, but it surely used to be too overdue.

Expedia has stopped responding to my requests for a reimbursement. I’ve evidence of all communications. I would like Expedia to refund me for the volume of the flight. I’m out of choices since Expedia, KLM and Chase mentioned they may be able to’t do the rest. Are you able to lend a hand me get my $427 again?

— Eric Aird, Zurich, Switzerland

ANSWER: You will have won a recommended refund. Division of Transportation rules govern your price tag if you happen to used Expedia in the US. The principles require the airline to factor a reimbursement inside of seven industry days if you happen to paid by way of bank card, and 20 days if you happen to paid by way of money or test. Europe has identical regulations.

I’ve reviewed the paper path between you and the quite a lot of events — Expedia, Chase and KLM. What a tangled internet. You’re proper, they’re blaming each and every different.

So, who’s in the end liable for your refund? Your on-line shuttle company, Expedia. It took your cash and agreed to behave as your agent in buying the flight. After KLM canceled your flight, Expedia will have to have ensured that you simply had a lightning-fast refund. It shouldn’t have handed you off to KLM.

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And, what about your bank card? A Chase consultant informed you that an excessive amount of time had handed between your acquire and your charge-back request. That’s nonsense. Bank card corporations can lend a hand their shoppers if they would like, however they select to bring to an end all requests after 60 days. They declare that the Honest Credit score Billing Act, the regulation that protects bank card shoppers, gained’t let them dispute claims greater than two months previous. However, the regulation doesn’t save you banks from dealing with older disputes.

A temporary, well mannered electronic mail to Expedia would possibly have carried out the trick for you. I might have forwarded your whole correspondence in conjunction with a well mannered duvet letter to some of the Expedia govt contacts who I checklist on my shopper advocacy web site at www.elliott.org/company-contacts/expedia-customer-service-contacts/. If that didn’t paintings, it’s essential to have reached out to KLM. I post their govt contacts, too, at www.elliott.org/company-contacts/klm-airlines/.

I contacted Expedia to your behalf. “My brokers showed the refund has now been processed, and the client has been notified,” an Expedia consultant informed me. “It sounds just like the lengthen used to be because of an agent error, so we’ve apologized to the client and added a $100 voucher to the traveler’s Expedia account for the inconvenience.”


Christopher Elliott is the manager advocacy officer of Elliott Advocacy, a nonprofit group that is helping shoppers get to the bottom of their issues. Elliott’s newest e-book is “How To Be The Global’s Smartest Traveler” (Nationwide Geographic). Touch him at elliott.org/lend a hand or [email protected]

(c) 2022 Christopher ElliottAllotted by way of King Options Syndicate, Inc.