Dear Journey TROUBLESHOOTER: I booked a resort remain at the Opus XVI in Bergen, Norway, in 2020 through Expedia. The resort was section of a offer. I experienced to cancel the journey since of COVID-19.
Expedia refunded our airfare and issued a $1,875 credit history for Opus XVI that expires in December 2021. Norway has been closed to U.S. travelers, so we have been not able to use the credit rating.
I identified as and asked for an extension or refund from Expedia. A agent advised me that they would get hold of the resort on our behalf, but we needed to offer specifically with the lodge for a resolution. Expedia mentioned it experienced already sent the $1,875 to the Opus XVI.
I emailed the hotel past summer season, and I received an e-mail reply that it denied my ask for. Instead, the resort available a 50% price cut if we booked a future remain directly.
I have emailed Expedia, sharing the hotel’s denial of our request, and questioned for their enable in securing an extension. We have not acquired any reaction from Expedia. I realize that this was a nonrefundable reservation, nonetheless since our keep was canceled via no fault of our possess, and we just can’t stop by Norway, we consider our credit rating really should be extended. It is unfair to pay back for a stay we are unable to choose. Can you aid?
— Kent York, St. Paul, Minnesota
Answer: The Opus XVI shouldn’t pocket your cash. Expedia really should have helped you get either a refund or an extension.
Your journey to Norway was component of a tour offer that included airline tickets and accommodations. Technically, that would make Expedia your tour operator, and it bears some responsibility in generating positive all the components are in buy and usable. Expedia is also your travel agent and, as this sort of, really should be using treatment of you — especially throughout a challenging time like this.
Telling you that you had to offer instantly with the Opus XVI was merely completely wrong. A great journey agent and tour operator can take obligation for the merchandise it sells. Expedia fell quick of that.
I realize that Expedia had already paid the hotel, but that’s not your issue. And I also know that the guidelines say you just cannot get a refund. But these are uncommon situations, and providers like Expedia and its resort companions have invoked that time and once more throughout the pandemic. You can, as well.
I would have despatched a temporary, polite email to an executive at Expedia. I list the names, quantities and electronic mail addresses of the Expedia customer services supervisors on my buyer advocacy website, Elliott.org. Contacting does not make a lot of perception due to the fact you won’t have a history of the dialogue. You need to have penned evidence that you have attempted to resolve this via the ideal channels.
Providers should really not be ready to pocket your money at a time like this. You could want to give your enterprise to a journey agent or a tour operator — as opposed to an on-line company — that will fight for you in the course of an extraordinary circumstance.
I contacted Expedia on your behalf. The corporation agreed to lengthen your hotel voucher by a year.