Marilyn Kinniry booked a one-way ticket on Icelandair from Reykjavik to Philadelphia for $299 through Priceline, an online ticket agency. Two weeks before her flight departed she discovered that her reservation had been canceled.
She purchased a ticket directly from Icelandair for double the cost of her original ticket and waited for Priceline to refund her money.
Two weeks after her flight, she received another cancellation email, but no refund, so she contacted Priceline to ask about her refund. It told her she had not been charged for the ticket so she wasn’t owed anything.
Strangely, the cancellation email she received after her flight was from Orbitz, and it claimed she was a no-show for her flight. But Kinniry did board that flight.
Confused? So were we.
Our advocates asked Kinniry for the portion of her credit card statement that showed the charge and noticed that there were two charges for a one-way ticket on Icelandair — with two different ticket numbers.
Kinniry says she bought two tickets, but the second one was the ticket she purchased directly from Icelandair for $589 only two weeks before her flight, immediately after she learned that her original ticket had been canceled.
Kinniry’s cancellation confirmation from Priceline shows that she was never charged and that the flight was canceled on the same day that it was originally booked.
Our advocates contacted Icelandair and learned that a ticket was also purchased through Orbitz, but that ticket was never canceled. Since Kinniry checked in for her flight with the ticket she purchased directly from Icelandair, she was listed as a no-show on her Orbitz ticket, and this is why she received the email after her trip. No-show tickets are nonrefundable.
Kinniry seems to have confused Priceline and Orbitz, and we believe she may have thought they were the same company, which, of course they are not.
In the end, we couldn’t help Kinniry and had to dismiss her case. Our best advice to travelers who choose to purchase tickets online: Save your confirmations and receipts in a place where you can easily find them, and be sure you know what company you’ve used to purchase your tickets.