Expedia can’t find my airline’s phone number — can you help with a refund?

Maybe I should change the name of this feature to “Help Me Get a Refund, Chris!”

Here’s Eileen Rees’ problem with Expedia. She’s trying to get a refund for a flight to Patagonia — a refund to which she is entitled.

Elliott Advocacy 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.

Expedia says it can’t reach the airline.

Should I step in and act as a broker between the two?

This is the time of the week when I ask if I should take the case. And I would love to help Rees, but as is so often the case, I’m not sure if the needle is in the red yet.

Here’s how the trouble started: Expedia sent Rees a form letter a few weeks ago saying the flight it had booked to Patagonia had been changed. It was departing a day later.

“I told them we couldn’t fly a day later, as we are going on a tour with a group and have to be certain places on certain days,” she explains. “We have called them at least seven times, spoken with seven different people, so-called supervisors — and no resolution.”

If an airline cancels a flight, it must refund the ticket immediately. No questions about it. So what’s the trouble?

“Expedia keeps telling us they can’t get in touch with the airline we booked our reservation with, called Sky Airline, and that until they do, we can’t get a refund,” she says.

That excuse doesn’t fly with her.

We booked on Expedia, and they represented that this airline had the flight we needed on the day we needed. We paid for it, and now we don’t have a flight the day we need a flight.

Can you help us get a refund? We are out over $600 otherwise. We had to book another flight on LAN to be sure we had a flight on the right day for our tour.

Here’s the thing: Expedia and Sky Airline can’t just pocket the money for a canceled flight. This shouldn’t even be a negotiation. If Sky doesn’t cough up the money, Rees should dispute the charge on her credit card. Expedia may not have a phone number for Sky, but I guarantee you Visa and MasterCard do.

Incidentally, I’m highly skeptical that Expedia doesn’t know how to contact Sky. It somehow managed to complete Rees’ booking and to take her money. So how hard can it be to get the airline on the phone and ask for her money back? Aren’t there automated systems in place that can do that without having to call or email someone?

This is one of those cases where I’d like to jump in, but experience tells me that a little patience can take Rees a long way. She may want to give these Expedia corporate contacts a little nudge by email, but otherwise, my best advice is to sit tight and let the process work.

Then again, maybe I’m being naive. Maybe I should step in now and fix this.

Should I take Eileen Rees' case?

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11 thoughts on “Expedia can’t find my airline’s phone number — can you help with a refund?

  1. Please tell Expedia to contact APG. In the US, our customer service team is available 8:30am – 8:30pm* Mon – Fri /
    Phone 877-764-9354 or [email protected]
    Sky Airlines is not an ARC participant and therefore uses a company like APG IET to issue tickets in the USA.
    APG will process the refund in case of cancellations.

    1. How sad that a huge OTA needs to obtain instructions from Elliott to process a refund. How can these people look at themselves in the mirror every morning? I think Chris’ instincts are good here … the refund will eventually get processed as long as she keeps the pressure on.

        1. they do not have the money to refund, the airlines does. But not able to contact them? Really? I work as an agent, and have these issues resolved as quickly as possible (in fact, on hold doing so as we speak!) 🙂

  2. Whose name is on the credit card bill? If it’s Expedia, then Expedia is on the hook for the refund. If it’s XYZ Corp., the credit card bank will have contact information. If that doesn’t work, I imagine most banks will have no problem with a dispute for that charge; merchants are supposed to have valid contact information on file.

    1. There must be. Sky’s phone is right on most (every?) pages of the URL in the story above:

      “Need help?
      Phone 600 600 2828
      Cellphone (56) 22352 5600”

      And barring that, the US general agent, bank, etc.

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