Flight Cancelled no refunds offered.

knightsaber

Hi, I booked a flight and hotel together through expedia in october last year for a trip to Iceland departing 18th July. 
I have been in touch with expedia on and off about the covid 19 situation but have just been told to wait till closer to departure for info. 

Anyway last week iceland air got in touch to say my flight on the 18th was cancelled and to rebook me on a flight 24 hours later. I had the options to cancel or accept. I wasn't sure were I stood in regards to refunds for lost accomodation or cancelling the whole trip (I didn't really want to lose a day) so I called expedia. The customer services said as the hotel was on a non refund booking they could do little. Thry said they would send a request to the hotel and see what comes of it however. Fast forward a few days. I receive a call from expedia. At this point I still have not accepted or cancelled the flight and this call is about that. I ask the lady if I am to cancel the flight would I be entitled to a refund of the holiday she says yes as the new flight is over 12 hours different post the original and that as it is a package booking I am protected and can get a refund. I ask her to double check this as I am hesitent based on my previous call. She checks with a supervisor and confirms to me yes. She says I will need to call the refunds department to arrange this and gives me a number. She cancels the flight. 

I attempt to use the number to call refunds, it doesnt work. I call back customer support and they tell me that I am not entitled to a refund of the hotel as it is on a jon refund policy. Totally contradicting the other expedia staff member. Now after.multiple calls and online chats I am told I am only entitled to airline credit and possibly won't even be able to rebook a later date with the hotel. 

Who should I talk to about this. I am so lost and going in circles now with expedia. 

Thank you for any help

bagand96

I think the main problem with Expedia is the left hand often does not know what the right hand is doing.  They are a huge multi-national company with most customer services based offshore.  I think a lot of the customer services are unaware of the rules and regulations in many of the different countries and the ins and outs of what they sell. 

You booked a flight and hotel together therefore you have a package holiday.  You should have an ATOL certificate to go with this.  Your flight was cancelled and the alternative not acceptable, so you should be entitled to a refund of the package.  It seems at least a couple of people you've spoken to understand that.  I'm not sure what to advise other than keep trying!  Perhaps find a way to put it in writing to them.  The relevant UK legislation is the Package and Linked Travel Regulations 2018.

macman

As above: check the ATOL certificate you were sent. 

knightsaber

ATOL cert says if expedia stops trading I am entitled to a refund or to complete the holiday as outlined. 

It doesn't say anything about flight cancellations. 

Yet expedia are the ones thwt called me and advised that if I accepted the flight cancellatiin I would receive a refund. So I agreed to the cancellation over the rebooking to a later date. 

bagand96

ATOL won't actually cover you or help you in this case. It's just that having an ATOL certificate proves Expedia have sold you a package.

So now back to Expedia to ask for your refund in accordance with the Package Regulations 2018. 

[Deleted User]

No consolation but you are definitely not the only one who is caught up in this totally confusing situation!  Personally, I don't think you will get anywhere until your holiday date has arrived.    Expedia should have been in touch with you to tell you about the flight changes in first place (daughter in same situation but with Love Holidays; advised flights cancelled, tried to get in touch with LH....like you, zilch)   So I have advised her to wait it out until her date of travel (which is 12th July).   She can't go (as flights cancelled).   Don't know if hotel open or not (they don't respond either).   

 It is just a huge huge mess but hopefully one that will turn out right eventually either by them (agents)  rebooking or giving you a refund?   And don't forget there is always possibility of charge back (or S75) if Expedia cannot deliver all they promised (which includes flights) or maybe even your insurance would cover you?    Might be worth checking that too.

Good luck.   (if this has taught me anything it is just how careful I will be when booking future holidays - everything will have to be scrutinised and water tight from now on   )

knightsaber

Having chatted with expedia customer services again today. They agree I am ATOL protected. But are still saying it is up to the hotel to agree to a waiver to allow me to receive a refund. But as the hotel policy is non refund basis that I am not definitely going to get one. This is despite the fact that an expedia staff member told me I would when I was told the flight had been cancelled. 

The options at the time wwre flight cancelled and accept that or a rebooking to a flight 24 hours later. Expedia staff member told me because the rebooking was over 12 hours later I would be able to accept the cancellation and would be entitled to a full package refund because the holiday is protected. Now they day they must wait for the hotel and abide by it's policies. 

I don't get it and no matter how hard I press they just say they must wait for the hotel.