Vicky Cordes is trying to use a $3,157 airline ticket credit from the pandemic. But her travel advisor, wholesaler and airline are all pointing fingers at each other. Who’s got her money?
Question
I’m trying to use a $3,157 credit for a Virgin Atlantic flight canceled during the pandemic. But I’m not sure who has the money.
I booked the flight through a travel agency called GBV Travel Services, and the payment went through Expedia.
I’ve tried everything. Just last month, I logged 40 hours on the phone trying to get this resolved. I’ve been transferred from one department to another, but there’s no resolution in sight.
Each party claims the tickets are owned by the other and must be rebooked on their site. But here’s the problem: I have until the end of the year before the credits expire. So the clock is ticking. Can you help? — Vicky Cordes, Miromar Lakes, Fla.
Answer
Your case is easy — and hard. Very hard.
The easy part is who is responsible. You worked with a travel advisor, who is ultimately on the hook for your ticket and your flight credit. (Related: Pandemic refund: Is it too late to get my $23,577 back for these Air France tickets?)
The hard part? Getting everyone on the same page and finding your $3,157 airline ticket credit.
And I have to warn you, this one is messy. (Related: Avoiding travel fees: Here are the shocking ways people are doing it!)
It looks like GBV Travel Services is a travel agency that sells annual memberships. It appears you could not reach GBV Travel Services because you had not paid $199 to renew your membership fee.
Should you pay for a travel agency membership?
There are travel agencies or travel clubs that charge an annual membership fee. I discuss these in more detail in my complete guide to travel clubs.
Typically, a travel club will promise you discounts and other perks in exchange for your annual fee. But generally, the drawbacks heavily outweigh the benefits. (Related: Expedia said it refunded my airline tickets, but it didn’t. What should I do?)
- Limited value for money. The travel information you’re buying is almost always freely available online.
- Potential for conflicts of interest. A pay-for-play agency may prioritize partners or high-commission options over your best interests. (Related: This is how to fix an Expedia booking mistake.)
- Lack of flexibility. Membership fees can lock you into using a single agency. No shopping around for you!
- Hidden price increases. Some travel clubs use membership fees to offset lower upfront prices. You may end up paying as much — or more — than if you shopped for the best rate online. (Here’s our guide with the best travel tips.)
Bottom line: You’re better off working with a qualified travel agent rather than joining a travel club.
Will you get your $3,157 refunded?
I’m deeply skeptical of any company that offers discounts on travel in exchange for a membership fee. I’ve just seen too many scams involving expensive memberships in exchange for discounts. (Most legitimate travel advisors charge a consulting fee for booking a trip, but do not sell memberships.)
My advocacy team tracked down someone at GBV and asked about your credits. It was not easy, and this took some insider knowledge and tenacity, but my colleague Dwayne Coward alerted GBV to the issue. (Related: I want a refund from Expedia but it just wants me to leave a bad review for the hotel.)
GBV contacted you and said your $3,157 was alive and well and that you could contact the company to use it.
Your case raises an interesting question: Can a business simply claim your ticket credit if you don’t pay your membership fees? I don’t think that’s right. But it looks as if some travel advisors believe otherwise.
In the future, I would look for a professional travel advisor through the American Society of Travel Advisors (ASTA). I also have a free guide on how to find a travel advisor on this site.
And one more piece of advice: I would use your ticket credit as soon as possible.
