KLM/Expedia Issues - Help me!

emmaslesser

Hi there. I booked a flight through Expedia that is with KLM that has been cancelled by KLM for June to Istanbul (my return was with BA and a refund is being processed for that). Because my flight was cancelled before a certain date, KLM policy for those flights is no refund and you can get a voucher or a flight change. I am ok with this. However, Expedia say their KLM policy is different. Firstly, I have to book a new flight using my voucher by November this year. Secondly I have to choose a flight before June next year. KLM's own policy on their website that is you have rebook within a year of receiving the voucher and you can book a flight that is leaving after the voucher expiration. This seems like quite a contrasting policies to me and I don't understand why. At this point, I dont even want a refund. All I want is a voucher that I can under KLMs terms. This would allow me to book a flight next year and I could book a flight in June 2021 which is when I was due to fly this year. 
I am a university student so I will not be able to fly before June next year so it is looking like I wont be able to use my voucher which is really frustrating. 
i also dont actually get a voucher emailed to me ...it is credit with them and I have to phone and book my future flight. 
They also will not clarify if I can only use the voucher for Istanbul or if i can use it on any KLM flight. 
I have been communicating with Expedia via twitter. They told me two weeks ago they would look into this and have not come back. 
I booked via debit card last December. 
Any suggestions on what my next steps are would be appreciated! 

EDITED UPDATED - Spoke to Expedia and they said this time its not end of may its end of april i need to fly by...just gets worse!

Life__Goes__On

Expedia are being a nightmare, I have seen many complain of the last few weeks.
You can try and keep battling it out with Expedia if you want the voucher, or try a Chargeback for a cash refund.

emmaslesser

Life__Goes__On said:

Expedia are being a nightmare, I have seen many complain of the last few weeks.
You can try and keep battling it out with Expedia if you want the voucher, or try a Chargeback for a cash refund.

Thank you. My bank website says "If it happened within the last 4 months, we should be able to help. In some cases though we can look into older transactions." My transaction was before 4 months ago so I dont think I will be successful but i guess its worth a shot. 
It just seems so unfair that their policy is totally different to the airlines actual policy! How are we meant to know by November when we want to fly given the current conditions?! 

Voyager2002

I suggest that you contact your bank/card provider about chargeback.

Life__Goes__On

emmaslesser said:

Thank you. My bank website says "If it happened within the last 4 months, we should be able to help. In some cases though we can look into older transactions." My transaction was before 4 months ago so I dont think I will be successful but i guess its worth a shot. 
It just seems so unfair that their policy is totally different to the airlines actual policy! How are we meant to know by November when we want to fly given the current conditions?! 

Your Chargeback will fall into the  "In some cases though we can look into older transactions"
A Chargeback needs to be filed within 120 days (4 months) of either the date purchased or the date the problem started.

In you case the problem started when the flight was cancelled,  so have 120 days  from then.

emmaslesser

Life__Goes__On said:

emmaslesser said:

Thank you. My bank website says "If it happened within the last 4 months, we should be able to help. In some cases though we can look into older transactions." My transaction was before 4 months ago so I dont think I will be successful but i guess its worth a shot. 
It just seems so unfair that their policy is totally different to the airlines actual policy! How are we meant to know by November when we want to fly given the current conditions?! 

Your Chargeback will fall into the  "In some cases though we can look into older transactions"
A Chargeback needs to be filed within 120 days (4 months) of either the date purchased or the date the problem started.

In you case the problem started when the flight was cancelled,  so have 120 days  from then.

Oh that is interesting thank you! I didn't realise it could be when the problem started too. I will look into this! I'm sad to have to go down this road but feel I have no other option. Expedia certainly wont be getting my business again. 

emmaslesser

UPDATE!
Spoken to Expedia now on their live chat on the website. turns out the twitter team were wrong. its even worse! I dont have until may 30th, i have until april 30th and they say there is nothing they can do about it.they have said the concern team will contact me within 72 hours but they wont be able to help much more.

Also, I looked into chargeback. When i started it asked if i had made an ATOL claim. I have requested my ATOL certificate from expedia and the concern team will get me this. has anyone had success with ATOL claims? Sounds like I need to try it before my bank will look at it. 

Life__Goes__On

emmaslesser said:

Also, I looked into chargeback. When i started it asked if i had made an ATOL claim

I am still amazed at the moronic questions some banks ask,  I do wonder if they are just trying to mislead their customers, or they really are that thick in their legal department.

You do not need a ATOL cert,  that is for when a travel company fails,  you are not claiming it's failed,  you are claiming that they owe you a refund and they haven't refunded you.

Please name and shame the bank

emmaslesser

Life__Goes__On said:

emmaslesser said:

Also, I looked into chargeback. When i started it asked if i had made an ATOL claim

I am still amazed at the moronic questions some banks ask,  I do wonder if they are just trying to mislead their customers, or they really are that thick in their legal department.

You do not need a ATOL cert,  that is for when a travel company fails,  you are not claiming it's failed,  you are claiming that they owe you a refund and they haven't refunded you.

Please name and shame the bank

ok thanks, i m going to send images and perhaps you can tell me if  im selecting the right options and understanding it correctly? it will be over 2 posts. its RBS. here is first image 

emmaslesser

this is the second image 

Life__Goes__On

If you put "yes" in first time try "no"

It's the IT department, that's the issue, it's not just  a yes or no question, you should be able to skip it.
You can make a Chargeback / S75 claim without going down the route in the second image.