Oh no! They lost my ticket refund

Question: I recently lost a paper airline ticket to Spain that I booked through Travelocity. I was told to fill out a lost ticket refund application through Iberia Airlines, which I did. Both Travelocity and Iberia assured me that I would receive a refund for the second ticket I had to buy, minus a $100 fee.

Since my return, I have contacted Iberia numerous times to get the status of my refund, but they said they were not able to help me directly. I asked Travelocity to contact Iberia, which they did. I also provided Travelocity with background information and sent them the original paper tickets (which were subsequently found).

Travelocity contacted Iberia to request a refund on my behalf, but I have not heard anything since then. It’s been four months. I requested that Travelocity follow up, but they told me to contact Iberia directly. When I contact Iberia directly, they tell me they will only speak to my travel agent. What should I do? — Karen Smith, Stamford, Conn.

Answer: Did you say you had a paper ticket? I thought those were obsolete. Travelocity and Iberia should have issued an electronic ticket. (In fairness, this case was brought to my attention a few months ago, but still — paper tickets were supposed to go the way of the dodo in 2008.)

Of course, you should have paid closer attention to the envelope you received from Travelocity. If you had, then you would have noticed that you had a paper ticket and taken care not to lose it.

Lost ticket applications, like refunds, can take months or even years, so I’m not surprised by the lengthy wait. Adding to the frustration is the fact that Iberia referred you to your online travel agent, and Travelocity only referred you back to the airline. They should have both been falling all over themselves to help you.

I mean, they’re more than happy to take your money instantly when you want to buy an airline ticket. Is it unreasonable to expect them to show just half the enthusiasm when you deserve a refund?

Sadly, that’s not how it works.

If a refund takes more than two to three billing cycles and the company that owes you the money isn’t responding, you may want to ask your credit card company to get involved. A bank with a competent dispute department can help you reverse the charges and secure a fast refund, if you can show a company is holding on to your money.

I note that most of your contacts with the airline and online travel agency appear to be by phone. This is not an efficient way of tracking the progress of a refund. A brief, polite email will do the trick.

I sent one to Travelocity, and you had a full refund within a few weeks.

(Photo: marc p moz/Flickr Creative Commons)

  • Arizona Road Warrior

    Karen Smith: “I requested that Travelocity follow up, but they told me to contact Iberia directly. When I contact Iberia directly, they tell me they will only speak to my travel agent.”

    Chris Elliott: “They should have both been falling all over themselves to help you.”
    - – - – - — – - – - – - — – - –
    Another example of poor customer service from an online booking site.

    It is my understanding that when you use an online booking site (i.e. Travelocity, Expedia, Hotwire, Priceline, etc.) or a traditional brick & mortar travel agent to book an airline reservation, a traveler must deal with that “agent” to make changes to the reservations, refunds, cancellations, etc. I can understand why airlines don’t want to make changes, etc. to a reservation booked by travel agents because they don’t want to upset the relationship between the agent and the traveler.

    Personally, I book my tickets directly with the airlines so that if I have to make a change, etc. I can call the airline directly.

  • Bill

    I agree with Road Warrior.
    If these travel agencies aren’t going to help when there are problems of what use are they?
    Check prices on these sites then book direct, one less call center you have to deal with.

  • blackie

    I almost always book direct with the airlines. I only booked with Expedia/Travelocity a few times. Once was when Expedia was $160 when United was over $800. I bought 2 tickets.

    If there are any glitches, I rather deal direct with the airline.

  • http://www.mynetdude.com Shannon

    I noticed the paper ticket dealie too, Iberia isn’t the only one, how about Alaska Airlines (US). I was shocked to see that travelocity would not issue e-ticket for Alaska Airlines, but Alaska Air themselves will issue etickets all the time.

    I had thought ALL airlines on travelocity were all paperless, that doesn’t seem to be true anymore after seeing this article. The paper tickets are $30-$50 more just to have it delivered to you, that’s a bit pricey if you’re paying full fare or regular Y class fare unless you’re getting a $25 ticket that normally costs you $200 having the $50 mailing fee added on is still not a big deal because you’re still well under $100 (as an example)

    So far every site except Travelocity has been more than what the airline charges, on occasions I have seen travelocity be the same as the airline in that case I will book with the airline unless I am getting a hotel package.

  • Joe Farrell

    A few [more] WEEKS? It took Travelocity a few more WEEKS after you got involved to post a refund?

    Ugh.

  • David Z

    Chris E,

    From the numerous cases you’ve wrote about this, this especially happens with third party booking sites or travel agencies. It depends how or what they worked out with the airline/s in question, but it’s still a rather long way to go before “everybody” can do e-ticketing like IATA members can.

    The travel company I worked with (until I turned a new leaf recently) handled lost paper ticket applications for clients because we (or they) believe clients expect them to handle that stuff. Didn’t always produce positive results, of course, but we did what we can.

    Regrettably not all third party travel companies see it that way since it is time-consuming on their part, such that such effort can be better “invested” elsewhere.

  • BucksterSF

    Bad customer service from Travelocity. I wish I could add something helpful or even snarky but in my mind this is just the way they do business. Make your money on volume and ignore the service issues and most will simply get tired and give up. I have no idea why people spend money with these companies.

    ““You can never underestimate the stupidity of the general public.”
    – Scott Adams.

  • http://www.foxstudio.biz Reynard

    I recently had to cancel a trip to Kenya that I had booked on United and a couple of their Star Alliance partners through Expedia. Since my husband is a Premier Exec., he called United and did the cancellation (for whatever leverage and extra consideration that would be worth). I went to my Expedia account and saw that only the United leg was gone. The other legs were still there, so I called them. Got a very nice woman who took the time to confirm that the whole itinerary was, in fact, canceled and made sure that I understood that although the miles were banked, since it was a non-refundable ticket (learn to gamble, learn to lose, at least a little), there would be a $250 fee when I booked a new trip. Polite, professional and conscientious. How to win a loyal customer.

    When I was planning the trip, I couldn’t even get a flight itinerary on Travelocity, which has happened to me before for international trips. I have only been using them for domestic car rentals. After the account above and other similar stories, I won’t be patronizing them again. I’ll stick with Expedia, at least until they do something to piss me off ;0)

  • http://gottogovacationrentals.com Marvin Lewis

    Having gone through the same thing a while back, I completely agree with our advice. Always communicate in writing (email prefereed). And get your credit card company involved as soon as possible. Don’t drop the ball. Set yourself a reminder in your computer to follow up with email, and always remain polite and professional, but insist upon an updated status of our refund. Good luck.

  • DAN

    Wait two or three billing cycles? That lets all of your credit card protections expire! I would say wait two or three weeks, then dispute that charge.