Croatia Airlines cancelled flight booked on Expedia and Expedia will not refund

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Apr 27, 2020
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I purchased 3 roundtrip tickets from Expedia to fly Croatia Air from Barcelona(BCN) to Zagreb (ZAG).

Croatia Air cancelled the flight on April 22 per email from Expedia.

I have asked for a refund and Expedia has refused to refund. Expedia is offering a travel voucher good for one year from date of purchase.

I searched the Croatia Air website for passenger rights.

Website says if they cancel the flight a refund is due.

https://www.croatiaairlines.com/Legal-information/Passengers-rights
Cancellation
If your flight, for which you hold a valid reservation, has been cancelled, you are also entitled to re-routing, care, refund and compensation as laid out here above. If the flight cancellation is due to extraordinary circumstances, which could not have been avoided, even if all reasonable measures had been taken, you are not entitled to financial compensation, but you retain all other above mentioned rights.

Equally, there is no right to compensation when the passenger has been informed of the cancellation:
  • at least 14 days before the schedule time of departure
  • between 14 and 7 days before the schedule time of departure and the alternative flight departs no mores than 2 hours before the originally schedule time of departure and reaches final destination less than 4 hours after the scheduled time of arrival
  • less than 7 days before schedule time of departure and the alternative flight departs no more than 1 hour before the originally schedule time of departure and reaches final destination less than 2 hours after the schedule time of arrival.
I also purchased flight insurance through Expedia. They are no longer insuring anything.

The insurance agency Travel Guard indicates there is no coverage for Coronavirus travel interruptions.

The flight is over 30 days out.

The insurance has no exposure since trip cancelled.

Why is the insurance not refundable?
 

weihlac

Verified Member
Jun 30, 2017
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Maui Hawaii
Here are the Expedia contacts: https://www.elliott.org/company-contacts/expedia/

Email the first level on the customer service list and move to the next if no/negative results after 1-2 weeks. The response may be slow due to the overwhelming number of similar requests.

Do not include any attachments but do include the link to the Croatia Air web page saying you are due a full refund, not a voucher.
 

Patina

Verified Member
Dec 22, 2015
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First off, trip insurance starts the day you purchase it so you have been 'covered'. In other words, you have been using the benefit of the insurance this whole time, even though you haven't needed to file a claim for a covered reason.

Rather than look at the terms from Croatia Air, you need to look at the terms from Expedia. Does it spell out in those terms what happens if the airline cancels the flight? Your agreement is with Expedia, not Croatia Air. Expedia is your "travel agent".
 
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Dwayne Coward

Administrator
Staff Member
Director
Apr 13, 2016
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Who actually applied the charge to your credit card? If it was Croatia Air, then the above would apply since they charged you directly. If it was Expedia, then this would indicate it was a contracted fare and you paid Expedia, and the terms of the booking would apply as to how this would be handled (refund, credit...)

In either case, the refund request would need to be routed through Expedia. The following post will explain how to escalate your request to the company executives using our company contacts.


If the airline charged your credit card rather than Expedia, once you have a denial for a refund, you can use the EC261 procedures outlined in the following post to appeal to the National Enforcement Board in Spain.


In general, travel insurance is not refundable after the initial 10-14 day lookover period. The reason for that is that you are covered under the cancellation portion from the moment that you purchase the policy. Whether or not you ultimately use it doesn't activate a refund. We have seen some companies become a bit flexible during this crisis by allowing their customers to apply the travel insurance to a new trip. In some cases, the company has even offered a refund, but these are normally goodwill gestures on part of the company.

You can use the same process to escalate your request for consideration of a refund and/or moving the policy to cover a future trip.
 

jsn55

Verified Member
Dec 26, 2014
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San Francisco
You booked through an online booking service, so you're under their rules, not Croatia Air. We have seen some travel insurance companies agree to transfer insurance for a cancelled trip to the new trip. That might be applicable to your case.
 
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