Expedia and Aeroflot - advice needed

DonRoddy

Hi all,
I had booked a flight last year via expedia to fly with Aeroflot Russian Airlines to fly to Japan on 5th April 2020. Obviously this was cancelled due to the pandemic.
Prior to the lockdown and travel advice, I had tried contacting expedia and aeroflot to cancel the flight, with no luck (as there was no FCO travel restrictions in place). They mentioned to contact them again if restrictions come in.

On March 19th, as soon as the FCO advised against all travel, I emailed expedia stating that due to the travel advice, I would like to cancel my flight with a full refund. There was no reply to this email and any phone calls were either not answered or disconnected. The live chat was also not working. 

On March 29th, I received an email from expedia stating that I will be receiving airline credit for my flight, but no further details. I was not happy with this, and I wanted a refund instead, but all my attempts to contact them fell on deaf ears. Any attempts to contact Aeroflot just advised me that they can't do anything and it's in Expedia's hands. 

On May 5th, I received another email, confirming the value of my flight credit (£348.22 per passenger with Aeroflot Russian Airlines). In the email, it was stated that further details, including credit validity period, will be provided at a later date. 

I waited until July for further details, but nothing came so I requested a refund via their online service. The request for the refund was submitted on 9th July, as confirmed by their email, and also on the email it was stated it could take up to 12 weeks for a refund.

12 weeks pass, hearing nothing I decided to give expedia a call last week, no luck getting through. Then this morning I spoke to them on the chat, and they have told me that the airline is not issuing refunds to those who booked with agencies and I will have to stick with flight credit instead. They knew this for 4 weeks! I asked them when the credit is valid until (as they never emailed me this information as promised), and they have said I need to complete travel by the end of April! Aeroflot in the mean time want nothing to do with me and tell me to go to Expedia.

This is ridiculous and I am really frustrated with them right now. They have not contacted me with any useful information and now I am stuck using flight credit with aeroflot on overprice flights before April (I would rather not travel) or risk losing out on almost £700. Is there anything I can do about this?

Should also note that I spoke to my travel insurance and they have said they can't do anything as a credit is a valid form of compensation.

eskbanker

Sounds like Expedia's communications have been poor, but that still doesn't mean that you're entitled to a refund if you chose to cancel (albeit based on government advice), thereby having to accept whatever the cancellation policy stated - presumably a £348 ticket to Japan would have been a non-refundable fare, so you probably weren't even entitled to a credit?

Caz3121

From your post, at the time you contacted them to cancel the flight was still scheduled to operate so, unless you had purchased a refundable ticket there would be no refund due
From the Aeroflot site the options for those that choose to cancel, rebooking or e-voucher - not refund (refunds should be given if the airline cancels the flight - otherwise any refund would be calculated based on the fare rules of the ticket purchased)
According to the Aeroflot website the voucher is valid for 3 years
https://www.aeroflot.ru/ru-en/evoucher/regulation

DonRoddy

Thank you - contacted aeroflot to confirm that the voucher is valid for 3 years and that I can use it to book directly with them in future. Thankfully never have to deal with Expedia again, and have a longer time to book somewhere. 

[Deleted User]

Agree with previous- sorry to say.  Sounds like you went ahead and cancelled on FCO advice which didn’t automatically entitle you to a refund from the airline.  If the airline had cancelled flights at the time and advised you it would be a different story.   I think I would accept the credit/vouchers as you could have lost the lot.  

elvinskiman

I booked with Expedia a flight to China for my girlfriend and s flight to Finland, both March of this year. These were both cancelled by the airline, I was told by Expedia I would get a credit on both flights and they would be in touch, they never contacted me again. I tried there chat bot which is a deliberate scam to stop anyone claiming, I wrote to the office in London, no response, I also spoke to an advisor 3 weeks ago who said he would look into it and email back within 5 days, guess what nothing. Does anyone know how I can claim a refund, two flights circa 750 pounds. Should I take Expedia to s small claims court as I can not interact with the airlines as I booked through expedia. Can someone advise.

Expedia are deliberately making it impossible for me to get my money back
Reg
Gary

Butts

elvinskiman said:

I booked with Expedia a flight to China for my girlfriend and s flight to Finland, both March of this year. These were both cancelled by the airline, I was told by Expedia I would get a credit on both flights and they would be in touch, they never contacted me again. I tried there chat bot which is a deliberate scam to stop anyone claiming, I wrote to the office in London, no response, I also spoke to an advisor 3 weeks ago who said he would look into it and email back within 5 days, guess what nothing. Does anyone know how I can claim a refund, two flights circa 750 pounds. Should I take Expedia to s small claims court as I can not interact with the airlines as I booked through expedia. Can someone advise.

Expedia are deliberately making it impossible for me to get my money back
Reg
Gary

Did you pay be Credit Card ?

elvinskiman

Expedia UK

I booked 2 flights through Expedia, they wrote to me when they were cancelled due to Corona on march saying I would get s credit, since then no contact. I wrote to them, I tried their chat bot(deliberate tactic to avoid payback). I got hold of a representative last week and explained, he said they would contact me within 5 days, guess what, yes nothing.

Can anyone advise how I get my money back from Expedia, what do I do as I can't interact with the airlines as I booked through expedia.

Presumably my contract is with Expedia and not the airlines. Can I take Expedia to court.

Reg

Gary

Voyager2002

elvinskiman said:

Expedia UK

I booked 2 flights through Expedia, they wrote to me when they were cancelled due to Corona on march saying I would get s credit, since then no contact. I wrote to them, I tried their chat bot(deliberate tactic to avoid payback). I got hold of a representative last week and explained, he said they would contact me within 5 days, guess what, yes nothing.

Can anyone advise how I get my money back from Expedia, what do I do as I can't interact with the airlines as I booked through expedia.

Presumably my contract is with Expedia and not the airlines. Can I take Expedia to court.

Reg

Gary

Did you pay by credit card?

eskbanker

Butts said:

Did you pay be Credit Card ?

Voyager2002 said:

Did you pay by credit card?

Credit card payment wouldn't open any additional avenues - it's too late for chargeback and section 75 won't apply when using an intermediary that breaks the debtor-creditor-supplier chain.