Expedia not refunding package holiday

Helpholiday

Hi,

i was wondering if anyone else have had issues requesting a refund back from Expedia under travel and package regulations. I have booked to go abu dhabi on the 3rd june as a package from expedia (flights + hotels) before the FCDO changed their advice to essential travel only. I have requested a full refund from expedia but they are saying this regulation doesn’t apply as the flights are still operational.

elsien

Fromthe gov.uk page - If you’ve booked a package holiday, your travel company must follow the Package Travel and Linked Travel Arrangements Regulations 2018. Your travel company must give you a refund if there has been a significant change at your destination or in its immediate vicinity after you book and before you travel.

Can’t see how they can argue that hasn’t been a significant change.
Quote the regulations at them again, escalate and suggest you will look at the chargeback or S75 rights option if they don’t meet their obligations.

I am cancelling this booking under Regulation 12(7) of the Package Travel and Linked Travel Arrangements Regulations 2018 due to the FCDO advising against travel to my destination. As a package holiday provider, you are legally required to issue a full refund within 14 days, regardless of the airline's independent flight schedule." [1, 2]

Don’t hold your breath about it happening within 14 days though – Expedia were pretty awful with the Covid refunds. Mine took months.

Helpholiday

https://forums.moneysavingexpert.com/discussion/comment/82018658#Comment_82018658

they are fully ignoring the regulations and it doesnt help that all their call centres are based abroad

heatherw_01

Strange they aren't listening as they mention it on their own website:

https://www.expedia.co.uk/helpcenter/?%20Charges=&product=Travel%20Alerts&productId=travel-alerts&articleId=386726

They could be misunderstanding and assuming you are asking to cancel voluntarily perhaps? Can't see why they would think that though!

Maybe try again and perhaps link the UK governments website that clearly states do not travel: https://www.gov.uk/foreign-travel-advice/united-arab-emirates

I have never had issues with them myself, other than very slow support. Very surprised they aren't listening. I guess their customer service has gone downhill since I used it last.

bagand96

I think ultimately Expedia will meet their legal obligations. Problem is they are a huge multi-national organisation with overseas call centres who's frontline customer service agents are unlikely to be up to speed with the regulations in each market they operate.

Try notifying them in writing ASAP (by chat or email if you can find a way to) that you wish to cancel the package due to FCDO advice and receive a full refund as per the PTR's. At least that way you have proof for the forthcoming battle to get your money back

Ontime

I have had a similar issue with eDreams.

They took my money and when I arrived at the hotel, the hotel did not recognise the booking conformation.

EDreams refuse to give me my money back and say the hotel won't talk to them. Which is untrue as eDreams still has the hotel on their website. My contract is with eDreams and they did not provide what I paid for.