Airline cancels route – but what about my credits?

Bruce Leibowitz/Shutterstock
Bruce Leibowitz/Shutterstock
Nancy Palmer cancels her flight from Seattle to Baltimore. Then her airline stops flying from Seattle to Baltimore. So what happens with the ticket credit she was offered? Is her ticket really nonrefundable?

Question: I’m writing about a recent issue I had with AirTran Airways and Southwest Airlines and am wondering if you can help. Last April, I booked a flight through Expedia from Seattle, where I live, to Baltimore, to see my parents. I had to cancel the flight, scheduled for June of last year, and Expedia sent me an email saying I had $399 in flight credits through AirTran, to use within one year.

Just recently, I tried to book the same flight — Seattle to Baltimore — and called Expedia to use my flight credits. Expedia got AirTran to release the tickets back to them, but then Expedia staff told me they found out that AirTran no longer flies from Seattle to Baltimore, or from Seattle to anywhere.
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What are airline ticket credits really worth?

Songquan Deng / Shutterstock.com
Songquan Deng / Shutterstock.com
Bethany Tully might have been forgiven for her confusion. After canceling an upcoming flight from San Francisco to Boston under unhappy circumstances, she discovered that her ticket credit on United Airlines was worth about half what she expected — an increasingly common complaint among air travelers.

Earlier this year, Tully, a chef based in San Francisco, had booked three tickets on Hotwire.com to visit a close friend. “Tragedy struck just before the trip,” she says. “He committed suicide.”

A Hotwire representative assured the grief-stricken customer that she didn’t need to worry. “I was told that I could cancel the tickets and Hotwire would issue a full credit to be used within 12 months,” says Tully. “But I have tried numerous times to use the credits — one being for his funeral service — with no luck.”
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