Cancelled Trip

  • Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.
May 25, 2020
7
0
1
73
I booked a trip through Online Vacation Center that included air, hotel, transfers and cruise. OVc booked the air, hotel and transfers through a consolidator. OVC sent us vouchers for the hotel and transfers (unacceptable) and they are working withe the air consolidator ($ 3400) and we are told we will probably not get the total cost back.Is OVC responsible to refund us for the total air, hotel and transfers?
 

Patina

Verified Member
Dec 22, 2015
1,907
3,493
113
What are the terms that you agreed to when you purchased the travel package?
 
  • Like
Reactions: jsn55
May 25, 2020
7
0
1
73
Not sure what you are asking. We booked Vacation Price including hotels and transfers for 6400., taxes 410, air 3400, for a total of 10,210 . The cost for air was 500, we upgraded for an additional 29000
 
May 25, 2020
7
0
1
73
Travel insurance did not cover Covid 19. We did not cancel the trip, the trip was cancelled by the cruise line and the airline. The agency did not offer anything yet.
 
May 25, 2020
7
0
1
73
We did not know they were using Consolidators. I received a letter from British Air stating I would get a full refund, but I had to go through the travel agency. As far as the hotels and transfers, we were told we would get a refund for them. we only received a voucher. The agency also told us we would receive a voucher for what the consolidator returns in airfare.
 

justlisa

Feb 12, 2019
532
1,032
93
34
It sounds like the cruise was canceled and because of that the other things needed to be canceled. If that's the case then it's you canceling the hotel, air, etc and subject to cancellation terms.

Consolidators often work under different T&Cs than you normally would get booking directly. Most often those terms are more restrictive. This likely explains the vouchers you already got.

As Neil & Patina mentioned you'll need to read what T&Cs you agreed to and what they say about cancellations.
 
Jun 27, 2017
169
343
63
It would be very helpful for you to disclose the terms of your travel package that you agreed to when you made your purchase. Online Vacation Center must have emailed or mailed to you documents detailing your purchase of Air, Hotels, Transfers, Cruise, etc. when you booked in June 2019. Those docs are very important when seeking a refund. Can you attach those docs so the Forum Advocates can review them for you?
 

jsn55

Verified Member
Dec 26, 2014
9,697
10,486
113
San Francisco
What governs your refund is a listing of the relevant topics pertaining to a full vacation covering flights, hotels, the cruise. This information should be available for you to read on the booking service's website. I assume you booked this all on the internet, right? The "Terms and Conditions" to which we refer are always part of a package deal such as you purchased. Before you bought the package, did you check on the cancellation policy? What would happen if you miss a flight? If the hotel is full and you are turned away? If there's a documentation problem and you are denied boarding? If you become too ill to continue, what happens then?

If you don't have a written confirmation that covers all the details, you're in a position to accept whatever they offer. You might try a dummy booking to see if you can view the terms for this trip. Good luck, and please let us know how it goes.
 

Dwayne Coward

Administrator
Staff Member
Director
Apr 13, 2016
842
1,325
93
St. Louis
You can find a general copy of their terms at this link:


This is the part that may pertain to your question:

LIMITATIONS OF RESPONSIBILITY
OVC sells vacation travel provided by third parties (each, a "Travel Supplier") that OVC does not control. OVC is not liable or responsible in any respect for breach of contract, any action or inaction, commission or omission whether intentional, negligent or otherwise, on the part of such third party suppliers resulting in any loss, damage, delay or injury to you or your travel companions. Vacation itineraries, including changes after the sale which may include missed ports of call, are the sole responsibility of the supplier. Furthermore, OVC assumes no responsibility for overbooking, cancellation or delays by hotels, airlines, cruise lines, tour operators or ground transportation or other providers of service. In the event that a travel supplier declares bankruptcy, OVC will not be held responsible. The travel vendor may or may not be required to refund paid fares. OVC cannot be held financially responsible for any vendor that declares bankruptcy. You agree that OVC is not responsible for any potential risks and hazards associated with travel. Assessed government or quasi-government fees and taxes are subject to change without notice at any time, and suppliers reserve the right to add a surcharge for these fees and taxes even if you have a confirmed booking under deposit or have made final payment. All surcharges will be automatically charged to your credit card or in the event of payment by check, you will be asked to immediately remit additional funds.​
You would need to consult with an attorney who can advise you if this would stand up legally.

The issue with booking through these companies is they are basically the middle person in the transaction between you and the supplier. The booking company normally has a contract with suppliers to provide specific products to their customers at a specific price, the booking company then resells that to the consumer at a slightly higher price, or by a commission (usually, but not always at a cheaper price than going direct to the suppliers). The majority of the funds you paid to the booking company is usually passed on to the various suppliers.

Due to the financial issues that this crisis has created in the travel industry, many suppliers are not operating and/or do not have sufficient funds to provide refunds back to the booking company, nor does the booking company. This situation may change later when and if the industry can restart and return to some sense of normalcy. At best, right now, many companies in the travel industry are only able to provide credit for your booking, in hopes they can survive this, otherwise, they may go insolvent or bankrupt. The latter will potentially be a loss to both the companies involved and especially the consumer, as it could result in loss of both the credit and any potential refund to the consumer.

At this point, we recommend you write the company that you understand that they are only providing credit at this time, but that you expect a refund when possible. You should also consider filing a complaint with your State's Attorney General, as we have received some reports from consumers that companies have provided refunds as a result of such complaints. Also, if the number of complaints is significant and the company is later in a financial state that refunds can be paid, the AGs may be able to take further action to try to compel them to do so, in this case, your complaint will already be on file.