Expedia & Icelandair flights

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Apr 23, 2020
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Hello - A flight booked for 4/9 - 4/20 to Stockholm on Icelandair was cancelled by Icelandair. Prior to the cancellation, Expedia repeatedly emailed me asking if I would accept the offered voucher from Icelandair. I did not accept the voucher and called 48 hours before the departure date to request a refund. After 3.5 hours on hold, I was told that an email would be sent to Icelandair requesting a refund. The Expedia agent didn't say I was entitled to a refund, but also didn't disagree when I pointed out that my flight was cancelled by the airline and I was therefore entitled to a refund. I've called several times since to follow-up and Expedia has not heard back from Icelandair. My question is, should I continue to call weekly and check or escalate my enquiries as to the status of my refund? I did purchase travel insurance for this trip, but have not pursued that option yet. Thank you for any suggestions!
 
Last edited:

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
Don't call weekly. Expedia has to wait for ARC to give them the credit, then they can refund you. It may take weeks - there are millions of travelers in the same boat and they usually work in date order. Please read this story on how long refunds are taking:

 
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Patina

Verified Member
Dec 22, 2015
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I would bypass Expedia and call Iceland Air directly. This is NOT the normal procedure we recommend but we are finding Expedia is dropping the ball and leaving their customers in a lurch. Personally, I wouldn't wait for Expedia to notify you....just my opinion.
 
Apr 23, 2020
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Thank you, I've been on a long text thread with Expedia this morning - apparently they are on hold with Icelandair, but have been disconnected twice. The agent tells me they cannot refund me unless the airline refunds them, which seems a bit strange given the US DOT policy. I've made it clear in my text messages that I am only willing to accept a refund, not a travel voucher. I don't want to begin the process of filing a claim with Travelguard if it may impact resolving this directly with the airline or Expedia. Thanks for all the information - very helpful!
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
23,366
23,327
113
New York
www.promalvacations.com
Expedia is correct - they can't refund you until the airline refunds them. It might take awhile so you need to be patient. Please read the story I linked to in post 2 - it tells you how long refunds are taking.