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Can my tour operator pocket my airline refund?

Donald Kne's British Airways flight is canceled, and the carrier refunds the money to his tour operator. So why isn't the company refunding the money back to him?

“This isn’t the right time for people to be going to Thailand”

Agnes Levy is scheduled to take a Thailand tour with Overseas Adventure Travel. But she doesn't want to go. It might have something to do with the State Department warnings or the recent reports of violence.