My missed flight is the result of an Expedia mistake. I want a refund!

Did an Expedia mistake lead to this missed flight?

Sheena Wendt finds out too late that an Expedia mistake has led to the cancellation of her trip home from Italy. Now she wants to know who will pay the financial penalties of this missed flight. Can we help?

Question

I need your help getting reimbursement for a missed flight that was a result of an Expedia mistake. I purchased a ticket from Expedia.it (the Italian branch of the website) in April to fly on TAP Air Portugal from Venice to New York. That flight cost me $406. I received a confirmation for my ticket that same day. Expedia claims that I later refused to pay the airline a mandatory charge of $11. As a result, the airline blocked my ticket.

I contacted TAP 24 hours prior to my flight to confirm. At that time, TAP did not give me any indication of a problem. Then I showed up at the counter the next day and TAP said my ticket wasn’t valid.

Then I called TAP’s customer service number. A representative told me that my ticket was valid but referred me to Expedia for clarification. I couldn’t reach any English-speaking agents at Expedia.it. No one could help me rebook my missed flight or explain what was going on with my ticket.

Having no other options, I then booked a new ticket with Delta Air Lines.

While boarding my new flight to New York, I finally received a call from an English-speaking Expedia agent. The agent would only offer to reimburse me the taxes on my unusable ticket. Since I believe this fiasco is a result of an Expedia mistake, I refused to accept that offer.

A couple of weeks later, I used the company contact information for Expedia, located on your website, to write to the executives. This time I did receive a reply blaming TAP for the problem.

They also told me that my missed flight was because I refused to pay the $11 fee at the airport. Then Expedia offered to refund me the $406 I paid Expedia.it for the ticket.

At this point, it feels like I am in a pinball machine being bounced to the bottom only to lose $1,600 plus. Can you help me? – Sheena Wendt,  Austin, Texas

Answer

TAP or Expedia should have notified you about your ticket problem before this mishap ended in your missed flight home. Once you were at the airport, the agents for TAP should have been able to resolve your problem. Instead, the employees sent you to a frustrating game of phone tag with both TAP and Expedia for a resolution, which never happened.

A review of your paper trail shows that Expedia issued a ticket for $406. There’s no mention of the mysterious $11 charge anywhere on your confirmation.

What really led to this missed flight — an Expedia mistake or a TAP error?

The response from Expedia states that when you contacted the company you had already missed your flight. Expedia contacted the airline but TAP said since you refused to pay the extra charge, you were denied boarding. At this point, Expedia.it was only willing to refund you the taxes on your ticket.

You requested reimbursement for both tickets for all the trouble you had encountered. While this would definitely be a nice gesture on the part of the company, in our experience it would be rare for them to approve this type of resolution.

A resolution for this missed flight

I contacted Expedia on your behalf.

Their executive resolution team investigated your complaint and agreed that this situation was “obviously less than ideal.” Although the company does not agree that your missed flight was the result of an Expedia mistake, our contacts worked hard to reach a positive resolution for you.

“I can assure you we’ll be following up with the carrier partner to determine how we can work together to avoid issues like this in the future,” a representative told me.

Expedia issued a refund for the amount of the original tickets, as well as the difference of the new ticket. As of the writing of this story, Expedia hasn’t been able to determine the reason for the airline’s mysterious charge that caused your missed flight and so much aggravation.

While you were disappointed that they would not refund both tickets, you were willing to accept this resolution.

Should Expedia refund both of Wendt's tickets?

View Results

Loading ... Loading ...
Share this story
Share on Twitter Share on LinkedIn Share on Facebook

Underwritten by

This site is underwritten by Sodexo North America

Sodexo North America Sodexo North America is part of a global, Fortune 500 company with a presence in 80 countries. Sodexo is a leading provider of integrated food, facilities management and other services that enhance organizational performance, contribute to local communities and improve quality of life for millions of customers in corporate, education, healthcare, senior living, sports and leisure, government and other environments daily. Learn more at Sodexoinsights.com.

This site is underwritten by Travelex Insurance Services

Travelex Insurance Services is a leading travel insurance provider in the United States with over 55 years combined industry expertise of helping people dream, explore and travel with confidence. We offer comprehensive travel insurance plans with optional upgrades allowing travelers to customize the plans to fit their needs. Compare plans, get a quote and buy online at Travelexinsurance.com.

This site is underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

This site is underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

This site is underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

This site is underwritten by Enterprise Holdings

A family-owned, world-class portfolio of brands. A global network that spans across more than 85 countries. Some 97,000 dedicated team members sharing common values. And more than 1.9 million vehicles taking our customers wherever they need to go.

This site is underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

This site is underwritten by Insuremyrentalcar.com

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

This site is underwritten by InsureMyTrip

It’s simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. Rated A+ for travel insurance by the Better Business Bureau. All travelers that purchase a policy through  InsureMyTrip have access to Anytime Advocates® for claims assistance.

This site is underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at  Mediacomcable.com.

This site is underwritten by SCOTTeVEST

An innovative apparel brand for people who want easy access to everything they need. For those who live for every second, SCOTTeVEST lets you maximize your life. Ditch the carry-on bag and pick up a  SCOTTeVEST.

This site is underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit  Virtuoso.com.

This site is underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

This site is underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. Elliott.org readers enjoy discounted rates. Travel safer with  MedjetAssist.

This site is underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

This site is underwritten by Sungard Availability Services

Leveraging more than 35 years of experience, Sungard AS designs, builds and runs critical IT services that help businesses manage complex IT, adapt quickly and build resiliency and availability. A leading provider of critical production and recovery services, Sungard AS partners with customers across the globe, delivering resilient IT systems, infrastructure and recovery services tailored to achieving desired business outcomes.

This site is underwritten by TravelInsurance.com

TravelInsurance.com makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at  TravelInsurance.com.

This site is underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on  Squaremouth.com to save over 70 percent on your next purchase.

This site is underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International, SinglesCruise.com, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

This site is underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.