Why does Air France not reimburse the canceled flight? – .

Why does Air France not reimburse the canceled flight? – .

DEAR TRAVEL TROUBLESHOOTING: I’ve been trying for months to get a refund from Expedia for flights canceled during the pandemic. Although Expedia politely responded to all of my refund requests, I still don’t have my money back.

Christopher Elliott, the travel convenience store

I used Expedia to book return tickets from Boston to Paris on Air France last March. Just before the departure date, I received an SMS from Air France. He said he canceled my flight from Boston to Paris because of the virus and booked me a Delta flight instead. Air France transferred my flight without my knowledge or without my consent. Of course, Delta also canceled their flight.

Since that time, I have made several refund requests for $ 568. Each time, Expedia has politely replied that the request is on its way, but there are delays because Air France is “overwhelmed” with cancellation requests. An Expedia representative said it could take up to 12 weeks, but it’s been much longer. Can you help me get a refund for the canceled Air France flight?

— Liga Aldins, Westwood, Massachusetts

REPLY: Air France owes you a quick refund. If an airline cancels your flight, you are entitled to an immediate refund. If you accept a rescheduled flight, the same cancellation conditions apply as before. That is, if the airline cancels, you can get a full refund; if you cancel, you get ticket credit. But you never accepted the new flight.

I see the back and forth between you and Expedia in the paper trail you provided. You were right to rely on your online travel agent for a refund, but it appears the site is powerless to advance your refund. We didn’t even know who had your money. Was it Air France, Delta or Expedia? (Answer: it was Air France.)

I understand that repayments are slower during the pandemic, but this is ridiculous. Working with Expedia should speed up the process, because technically an online travel agent is your advocate.

You could have contacted an Expedia executive. I post the names, numbers and email addresses of Expedia officials on my consumer advocacy site at www.elliott.org/company-contacts/expedia-customer-service-contacts/. If that didn’t work, you could also have contacted Air France (www.elliott.org/company-contacts/air-france/) or Delta (www.elliott.org/company-contacts/delta-air-lines -contacts- customer service/). Many readers have used leaders’ contacts for help securing reimbursements during the pandemic, and those leaders have been very responsive.

I love that you have kept all of your communications with Expedia in writing. This is great if you have to prove that you have done your due diligence (which you certainly have). But at some point you will have to level up.

By the way, if that doesn’t work, you can always file a dispute with your credit card company. It has also worked for many travelers seeking reimbursements for flights in the event of a pandemic.


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