Expedia and Delta stalemate with cancellation fees refund

  • 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.
Jun 2, 2020
6
1
3
71
I have been requesting a refund of $400 cancellation fees from Expedia for a flight on Delta. I’ve been shuffled back and forth between them for months. I appear to be at a stalemate now. What can I do? If I've given too much detail or anything, I'm a first time writer and not sure what to do.

October 11, 2019: We paid $3136.81 for a travel package with Expedia to go to Panama on March 3, 2020 through March 12, 2020.

January 11, 2020: My wife, Caron, fell and broke her kneecap.

January 22: Caron was told by her doctor that because of her progress that he did not believe she would be able to travel on March 3, 2020. We decided to cancel our trip.

January 27: Received a full refund from the resort for $1462.19 leaving a balance of $1674.62.

January 29: Received a refund of $1,274.62 from Expedia for our flight with Delta leaving a balance of $400 because of cancellation fees charged.

February 19: Called Delta Airlines about a medical exception for the cancellation fees. Received follow-up email in which Delta seemed to say that they refunded the $400 cancellation fees to Expedia on the same day and I would have to contact Expedia about getting the money.

February 29: Sent email to Expedia and got response that I needed to contact Delta to “verify the refund”.

March 3: Called Expedia to check on the refund. They “did not know anything about it”. Sent email to Delta requesting their assistance.

March 8: Received email from Delta telling me to go back to Expedia. Gave me case number 33049332.

March 15: No further response from Expedia or Delta. Sent email to Expedia saying the trip was cancelled because of medical conditions and I was requesting refund for the $400 cancellation fees that Delta said they already sent to Expedia. Because of the type of ticket, Delta said they had to refund the fees to Expedia and then Expedia would give a refund.

March 16: Received email from Expedia saying that they already sent the refund but they refer only to the original refund from January 29. The email includes the statement: “We have received the email you have sent to us with the information about the refund that the airline has processed. We verified that we have processed the same refund amount provided by the airline.”

April 3: Received email from Expedia. They acknowledge that I am requesting a refund for the $400 cancellation fees and asked for a letter from Caron’s doctor stating that she could not travel on March 3. Sent the letter the same day.

April 7: Received email from Expedia with case number S-205322733. Said I should wait 45 days to see if the refund was approved.

May 19: Sent email to Delta and Expedia checking on the status of the refund.

May 20: Received email from Expedia which was just another copy of the original email from January 29 with the original refund amount $1247.62. We are right back at the beginning again.

May 22: Sent email to Expedia trying to explain about refund of cancellation fees. Same day received email saying that they “have sent an email to Delta to confirm the refund that was processed.”

May 31: Email from Expedia – “We regret to inform you that we cannot process your refund as requested.” No explanation. Said to go back to Delta. Email to Delta.

June 2: Called Delta. They say they refunded $1247.62 (still leaving a balance of $400) and they cannot do anything. Go back to Expedia. Email to Expedia asking for a reason why they cannot give a refund.


June 3: Email from Delta “Executive office in Atlanta” new case number 03668572. “It appears that we refunded everything back to Expedia”. “Call Expedia as they are responsible in this matter.”
 

Patina

Verified Member
Dec 22, 2015
1,907
3,493
113
Use the company contacts for Expedia found in the link at the top of the forum. Write to the first exec waiting two weeks for a reply before escalating to the next name on the list.

But, it appears from your last communication with Delta, they did NOT refund Expedia the $400.

In the future, book directly with the airline, these OTAs are proving to be more difficult to work with than any savings you may have gotten.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
22,899
22,850
113
New York
www.promalvacations.com
Did you have travel insurance? That’s what would cover those fees. The airline is under no obligation to provide a refund at all for a nonrefundable ticket if you get sick and can’t travel. That is why travel insurance is sold.

You were lucky to receive a courtesy refund but they are entitled to the fee.

If you didn’t have travel insurance, contact the credit card company you bought the tickets with and see if they offer any type of travel insurance - you may be able to file a claim for the fees.
 
  • Like
Reactions: krisseye and Skippy
Jun 2, 2020
6
1
3
71
Use the company contacts for Expedia found in the link at the top of the forum. Write to the first exec waiting two weeks for a reply before escalating to the next name on the list.

But, it appears from your last communication with Delta, they did NOT refund Expedia the $400.
I have included all addresses listed for Expedia in various emails and all for Delta except the CEO. You are right. I thought Delta had refunded the $400 to Expedia on February 19 but it appears they lied to me.
 
Jun 2, 2020
6
1
3
71
Did you have travel insurance?

If you didn’t have travel insurance, contact the credit card company you bought the tickets with and see if they offer any type of travel insurance - you may be able to file a claim for the fees.
No, I did not have insurance. This is because when I have paid for insurance I've had one similar problem with getting the insurance to pay out and finally gave up. I have not tried the credit card company due to their stated two month limit on claims. I guess I can try it.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
22,899
22,850
113
New York
www.promalvacations.com
Unfortunately while you may have had a bad experience in the past, this is a fairly simple claim- she could not travel with a broken kneecap and thus should have been covered by insurance.

You can’t ask for the benefits you would have received if you had paid for insurance. That’s why the airline has already done more than they need to do by refunding whatever they did refund.

If you had a claim denied in the past, did you appeal the denial? As travel advisors, we help clients all the time and it is usually a simply paperwork error or a doctor may not have worded something correctly that an appeal could fix.

I hope your credit cards might have a policy that would help.
 

Patina

Verified Member
Dec 22, 2015
1,907
3,493
113
I have included all addresses listed for Expedia in various emails and all for Delta except the CEO. You are right. I thought Delta had refunded the $400 to Expedia on February 19 but it appears they lied to me.
So, essentially, you have written to all the execs and have not received a reply or they have denied your request? If that is the case, there really is nothing more that can be done. I am sorry that is the case but I would count your blessings that you received the refunds you did considering you did not have trip insurance. Please consider trip insurance for future travel. You never know when you'll need medical coverage or cancellation coverage with regards to travel.
 
  • Like
Reactions: Neil Maley

jsn55

Verified Member
Dec 26, 2014
9,691
10,485
113
San Francisco
Good grief, what a time you've had. I have a great deal of faith in Delta's customer service, but you booked through an online service, so hotels and airlines don't want to play that game.

Since you've already invested 5 billion hours in this project, I suggest that you wait until life gets back to normal ... August maybe. Then send Delta a concise, polite request for an exception to their policy and the refund of your $400. Be very appreciative of anything they can do. If Customer Service says no or doesn't respond after two weeks, use our Company Contacts and escalate, waiting two weeks between each. It's worth a try.
 
  • Like
Reactions: ETruss60 and Patina
Jun 2, 2020
6
1
3
71
I've filed a claim with our credit card company. It looks like this is promising but I really don't like taking this route. I think that Expedia or Delta should have done something more than they did. It is especially galling that communication has been so crappy with both of them but even worse with Expedia. Almost all of my communication with them has been like they search for a few words and send out an email that seems somewhat appropriate. I know they did not even read some of my emails and I kept getting the same answers. My last email to them just asked why they will not give me a refund. No one has bothered to answer that question.
 

Patina

Verified Member
Dec 22, 2015
1,907
3,493
113
Eeeek! I am not sure you are due a refund. You cancelled. The terms of the ticket state that if you cancel there is a charge. The fact that Delta gave an exception to the fare rules by refunding the cost of the tickets (minus the change fee) was very generous of them and should be commended. Some tough love.......you should have bought trip insurance. The problem was not the airline's fault and there was an avenue available to you to make you whole. Do not be surprised if the credit card company denies your claim.
 

jsn55

Verified Member
Dec 26, 2014
9,691
10,485
113
San Francisco
I've filed a claim with our credit card company. It looks like this is promising but I really don't like taking this route. I think that Expedia or Delta should have done something more than they did. It is especially galling that communication has been so crappy with both of them but even worse with Expedia. Almost all of my communication with them has been like they search for a few words and send out an email that seems somewhat appropriate. I know they did not even read some of my emails and I kept getting the same answers. My last email to them just asked why they will not give me a refund. No one has bothered to answer that question.
Filing a credit card dispute will stop all communication. You have nothing to dispute. I'm sorry you did this. Asking them why they will not give you a refund when their cancellation policies are very clear is amazing. I hope your dispute does not appear to be fraud.
 
Jun 2, 2020
6
1
3
71
I did not file a dispute with the credit card company. Paying for a trip with my credit card gives me insurance against trip interruption or cancellation. I filed a claim against that and got the payment today. I should have just started there instead of wasting all that time with Expedia and Delta.
 
  • Like
Reactions: Patina

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
22,899
22,850
113
New York
www.promalvacations.com
I did not file a dispute with the credit card company. Paying for a trip with my credit card gives me insurance against trip interruption or cancellation. I filed a claim against that and got the payment today. I should have just started there instead of wasting all that time with Expedia and Delta.
That’s exactly what I suggested in post 3. In the future, this is why you need travel insurance. Glad your card had the insurance you needed.

The airlines aren’t going to refund you for something they sell insurance for if you can’t travel.
 
  • Like
Reactions: Skippy
Jun 2, 2020
6
1
3
71
The plot thickens. Got this email today from Delta.


Delta Air Lines <email]>
Mon 6/22/2020 12:47 PM
To:
You


Hello Earl,

RE: Case Number XXXXXXX

I appreciate the opportunity to further review your request.

The cancellation fees were refunded to Expedia Feb 21 2020 for $200.00 each.
Here are the check numbers XXXXXXX and XXXXXX.

We appreciate your business and hope you'll continue to choose Delta, our Connection Carriers and our SkyTeam partners for your future air travel needs.

Regards,

Linda Ramey
Refunds Solutions Specialist
FORTUNE 2019 “World’s Most Admired Companies®”

Edited by moderator to remove case and check numbers and email address.
 
Last edited by a moderator:

jsn55

Verified Member
Dec 26, 2014
9,691
10,485
113
San Francisco
I did not file a dispute with the credit card company. Paying for a trip with my credit card gives me insurance against trip interruption or cancellation. I filed a claim against that and got the payment today. I should have just started there instead of wasting all that time with Expedia and Delta.
Here's what you posted June 6: "I've filed a claim with our credit card company " So you meant that you filed a claim with the travel insurance that comes with your credit card, no?