Edward Alvarez is all set for his trip to the airport. The only problem? The car service he had booked never shows up. Now, the company refuses to give him his money back. Can we help Alvarez get an explanation and a refund for the no-show?
Question: We booked a trip to San Antonio in March through AARP, and, at checkout, they offered to have a private car from Carmel Limousine pick us up and take us to and from the airport for an additional $120, which I chose.
Unfortunately, the driver did not show up for the return trip from the hotel to the airport, even though I called them four hours earlier to make sure they didn’t forget. After waiting a half hour for them to show up, we ended up taking a taxi to the airport at a cost of $26.
When we got home, I emailed AARP with my concerns, to which they replied that Carmel denied our request for a refund and that “they hope we understand regarding this matter.”
I feel if AARP offered this service and collected our money for it, they should also take some responsibility in the matter. The right thing would have been to refund our money themselves and then slug it out with Carmel.
Could you please help me get back the $60 they kept? — Edward Alvarez, Cedar Lake, Ind.
Answer: You most certainly should have gotten a refund and an explanation from Carmel — and, when they failed to deliver, from AARP, with which you booked your trip. You used the outbound portion of your limo service and never received the return, which is strange.
I often use a car service for business, and they constantly are updating me with the car and driver’s status before pickup. You should have been picked up on time, and, when the driver failed to show, been given an explanation and alternative travel options.
You booked your trip through AARP Travel, whose travel services are “Powered by Expedia.” You reached out to them on your own, but you were rebuffed in your attempt for a refund. The refusal was puzzling, and they left you without an explanation or your money back.
You could have escalated your complaint by sending a polite letter and explanation to one of the many executives at Expedia whose contact information we list on our website.
Instead, you reached out to our advocates, who contacted the company on your behalf. While we were unsuccessful in getting you an explanation for the no-show and the initial refusal of a refund, we were happy to learn soon after that you had received an email from Expedia that stated you would be getting the money back from your unused trip.