Thank you to everyone who has written me with your questions and problems regarding travel and the coronavirus pandemic. If you have a question and don’t see it answered in one of my rounds, e-mail me at peter@petergreenberg.com.
EMAIL: Linda Halley
Hi Peter,
I am writing to you once again…. Our friends booked a United light from EWR to Nashville on May 8, 2020. We were to go on a Globus bus trip. We cancelled the Globus trip at the beginning of the Covid-19 shutdown, so we get no refund of our deposit nor insurance reimbursement since we didn’t wait until Globus cancelled the trip.
We paid a lot for the airfare since we would be returning from New Orleans to EWR. We did not get flight insurance. You recommended waiting to see if United will give us a REFUND vs allowing us to rebook another flight. We are now down to two weeks. When we called to check, United says we are still good to go. Do you still recommend waiting?
Thank you,
Linda Halley
Peter Says: Linda, it’s getting down to the wire for United to cancel. In many cases, the airlines might rebook you on another flight with other connections. but even if they rebook your flight, that still constituted a cancellation of your original flight. I’d still wait until May 6th or 7th. Preserve your options so you can preserve your rights if the airline has not canceled your original flight and still hasn’t canceled, then you are in the world of vouchers.
EMAIL: Ellen Krinsky
Thank you for posting my question if Round 7 on April 24th. In answer to your questions:
The tickets were purchased on Disneyland Paris’ website and it was purchased with a credit card. It has been indicated to me that I Disneyland Paris operates separately from the USA locations and have to be contacted directly
Thank you for your initial response and I look forward to hearing from you soon with any advice as to how get our refund. With granddaughter beginning college in the fall the chances of going to Paris anytime soon is remote.
Ellen
Peter Says: Ellen, Disneyland may operate differently, but if they won’t cooperate on the refund, then you must dispute the charges on your credit card statement. As soon as possible.
EMAIL: Brigitta Perez
Hi Peter,
I have been listening to your travel podcast a while and always enjoy your reviews. Recently I have heard that we can contact you for help?
Was wondering if you would have any recommendations to solve my issue?? Please??
First time (and think will be the last) used Hopper as an app back in January to book my flight from Europe to the US in April. It was booked with Lufthansa and was confirmed. Even had a seat selection that I have paid separately. ( I know this fee will not be refunded)
When the Corona Virus started going viral I have contacted Hopper via the app chat (this is the ONLY way to contact them) and was sent a message to wait.
A week before my trip I was directed to LH website. I have canceled my trip on LH site and got a confirmation that I am eligible for a refund, but since I have purchased the ticket via Hopper I need to contact them for refund. That’s fair.
Went back to Hopper app site and filled out a refund request form. Have received an automatic reply that they are working on the case, they are overwhelmed and they need time.
Since then my departure date have passed 10 days ago, Tried to follow up with them several times, but they are NOT replying to any of my chats. There is no email, NOR phone contact for their customer service that I could find. This is very frustrating. I know they are busy, but would love to get a feedback even via the app, or email ( they have my email address since I am a registered user of the app) that they need more time. Never had this many difficulties contacting a company before!
PLEASE, help me to figure out whom can I contact?? Is there a better business bureau for apps like that?? What shall I do? Is there a website that I could look for phone number contact or email for this company?? I would really love to get a status report from them. VERY POOR Customer Service. This is an issue for others, I would also like to warn other travelers about booking through their app.
Thank you so much for reading my email, and looking forward hearing back from you soon. Sincerely,
Brigitta Perez
Peter Says: Brigitta, you — and thousands of others — have now experienced the downside of using third party OTA (online travel agencies) websites. But as long as you received a written notification that you will get a refund (and not a credit voucher) you’re in much better shape. If you still haven’t heard back from them by May 18th (in about two weeks) or received confirmation that a credit has been issued to your credit card in the full amount, then you should then dispute the charge directly with your credit card.
EMAIL: Russell Gish
Dear Peter,
We have bene in touch over the years and have met at various trade shows including Virtuoso travel week.
I have a quick question which maybe your readers may want to also hear…
My home land is England and with ailing parents a concern ….I was thinking should something serious happen to them how does one leave the USA in times of emergency to our homelands?…..Is there a way out during these difficult times …I.E to leave the USA to England?
I would appreciate your thoughts and perspective on who is still flying internationally?
Be safe and thanks you also you’re your great insights within our industry
Kind regards
Russell Gish, Owner
Global Hospitality Services, Inc.
Peter Says: Russell, thanks for your email. There is still limited flight service to the UK on Delta and United from the U.S. — probably just one flight per day. Just be advised that when you arrive in the UK (and this would constitute a family emergency flight) under current rules you would be required to quarantine in the UK for 14 days.
EMAIL: Nell Starr
We have travel plans for New York City for mid September 2020. Airlines have offered to credit tickets until April 30. I understand the game of chicken and would take a credit if a refund is not possible. With the NYC experience greatly diminished by the pandemic, we are assuming tourist sights, Broadway, museums etc. will not be fully available to us. Should we just push the whole trip back until 2021, or take a chance that NYC will be accessible for tourists? It will be a sad place to visit I am sure.
Thank you
Nell Starr
Peter Says: Nell, everything is still quite fluid in New York and it’s likely that Broadway won’t return until September, among many other NY attractions. But my hope is that by mid September things will begin to get back to normal. If you want to play it safe, aim for 2021.
EMAIL: John Vorperian
Peter-
I went to your web site and read the e-mail rounds. If I missed this scenario, forgive me.
On January 30, 2020, I purchased through a local travel agent, 2 (two) LOT airline tickets for NY to Berlin and return Munich to NY (April 26, 2020-May 9, 2020).
On April 9th LOT canceled the flight. The agent (not I), was sent notice of the cancellation.
The travel agent stated and continues to state she can only obtain a travel voucher, but no refund.
I reviewed LOT’s customer web page and have spoken with a LOT service representative. Both indicated that I am entitled to a refund but must go back to the point of purchase for that option.
Agent is stating she can’t get the refund only travel vouchers.
Does it matter that the tickets were purchased thru the agency?
Any suggestions or thoughts?
Stay safe and peace,
John Vorperian
Peter Says: John, the agent is wrong. LOT is grounded for the moment. The airline canceled. And under existing U.S. DOT regulations, any airline (including International airlines flying from or to the U.S.) is required to give. you a full refund for your ticket if the airline canceled your flight. Many airlines these days are forcing people to take vouchers when in fact the DOT rules are clear. If your agent won’t help you need to dispute the charge with your credit card company.
EMAIL: Jonathan
Hi Peter,
Wow, what a service you have shared with us in answering these questions!! I wanted to add one to your list, as it involves a refundable fare booked through a third-party agent, in my case, Expedia thought the Chase travel portal.
The issue can be summarized as follows:
1) Booked a refundable ticket on Chase Portal (which uses Expedia). The ticket is an international trip originating in the US.
2) Tried to cancel and refund said refundable ticket within the standard refund period both with Chase/Expedia and the airline
3) Chase/Expedia says only the airline can cancel it; they have no control
4) Airline (Turkish Air) says only Chase can cancel it; they have no control
5) The customer (me) is stuck in the middle of Chase/Expedia and the airline, each of which is pointing fingers at the other and won’t budge on refunding a refundable fare
The flight has not yet been cancelled, but as a refundable fare (with a premium price to make it refundable), I’d like to know what options I have if any.
Thanks so much for your consideration,
Jonathan
Peter Says: Chase/Expedia is correct. You need to wait for the airline to cancel to be able to preserve your rights. This amounts to a game of chicken in which you should not blink first. You’re not stuck here. Turkish has to cancel first. It is my understanding that Turkish has grounded all its flights through the end of this month, so if you were planning to fly in May the airline has in effect canceled your flight already.
EMAIL: Bob Spallone
My daughter’s Washington DC trip for eighth grade was canceled. The city of Chicago and Chicago public schools are supposed to get a refund of $275 which was a cancellation fee from the company I believe it’s called Educational adventures. They would not refund the cancellation fee because it was in the contract. I don’t know how many kids in Chicago we’re going to go on the trip but if it is say 1000 kids that’s $275,000 to that company for doing nothing. Can you read this and help me figure out what to do if the city of Chicago in Chicago public schools can’t get the money back.
Bob
Peter Says: Bob, I need to see the contract and get more details and particulars before I can effectively respond. can you get me that information? Thanks, Peter
EMAIL: Helen Cooke
Hi Peter,
I heard your radio show today & I hope you can help.
My daughter Emma Cooke & I booked a trip on United (Confirmation #G9EZW3) to Charlottesville, VA (departing ORD) 4/3. Our flight got cancelled 3/30 & United is only giving us a credit.
Can u help?
Thanks!
Helen Cooke
Helen, if United canceled the flight you are entitled under U.S. DOT rules to a full refund back to your original form of payment. If they still refuse, then dispute the charge on your credit card statement.
EMAIL: Sandra Molyneaux
Future travel is one thing – which you have covered thoroughly, one might say exhaustively – but It might be helpful to let people who are stuck overseas know about alternative ways to get home. We are American citizens and Spanish residents now stuck in Australia. The U.S. Embassy sent a notice about several United repatriation flights from Australia to USA (no, thank you), and we just missed out on a special Iberia flight Sydney to Madrid. These flights do not show up on airline web sites. How do people stuck anywhere know about options? Our return flights have been cancelled so many times we have lost track. Latest quote is 20 May, but doubtful.
We enjoyed a wonderful flight from Brisbane (since mid-March) to Sydney in order to be in a better position to get home. No two people sat next to each other on a 2-4-2 configured plane. No way will this seating remain in place after the virus ends.
Sandra Molyneaux
Valencia, Spain
Peter Says: Sandra, in a very fluid situation like this you should NEVER depend on the internet for information. Work the phones directly with the U.S. Embassy, or….even better, since you are in Sydney, check out the nearest U.S. consulate. (The embassy is in Canberra). One piece of good news. Australia and New Zealand may be the first two countries to open up, and when that happens, airspace opens up and more flights. will be added to the schedule.
EMAIL: Ron Lewis
Hi Peter,
I was supposed to attend a language class in Spain May 21 for two weeks. I booked my air through Expedia as rate was so very much less. They added one hotel night which I did not need to call it a bundled fare. No one is traveling to Spain. I am over 65 age group, high risk with diabetes. I can cancel Airbnb with full refund.
Should I first wait for airline to cancel the PSP to DEN to FRA to MAD on United/Lufthansa? Do I need to first call Expedia to be my intermediary? Are they only going to get me a voucher??
EXPEDIA LOOKS UP YOUR EXPEDIA RESERVATION NUMBER AND HANGS UP IF NOT WITHIN 7 DAYS.
Thanks so much.
Ron Lewis
Peter Says: Ron, you must wait for the airline to cancel first or you will only be offered a voucher.
EMAIL: Lynne Steinbach Tepper
Hi Peter,
We planned a two week trip to Australia this April, but when corona virus hit, and there was also quarantine in Australia we decided not to take the trip. We have some other issues with the flights for the trip but this is the most pressing. As part of the trip, we bought two tickets to fly from Hamilton Island to Sydney, Australia on April 16, 2020 back on October 8, 2019 and charged the $430. fare to our AmEx Platinum card. I received notice that Virgin Australia was cancelling these flights from a newsletter from executivetraveller.com. After staying on hold for hours the evening of March 22, 2020 (West Coast US), I got through to a Virgin Australia agent. She admitted that the flights were cancelled but Virgin Australia would only give us money in their travel bank (one of the travel bank credit notices is included in this email) rather than a refund. We even got travel insurance, which I believe does not cover this type of problem, but let me know if that is not true. All of that info is in the attachments. I hear that Virgin Australia is now in bankruptcy. Are we out this money or is there any recourse?
Thank you for your advice through the years.
Lynne Steinbach Tepper
Tiburon, CA
Peter Says: Virgin Australia is now in “reorganization” (bankruptcy). Your flight was essentially canceled. Dispute all the airfare charges through your credit card company. You are not out of money. You contracted for a service you did not receive and under U.S. credit laws you can — and should dispute the charge.
EMAIL: Denny Stafl
Good afternoon Peter,
My wife and I are avid skiers.
We have the long time Epic Pass season ticket holders. This is the ski pass through Vail Associates that lets you ski a variety of ski resorts in North America.
Due to the virus Vail Associates close all their ski resorts far earlier than normal.
Is there any recourse my wife and I would have of getting either some money refunded or a discount on next year’s past since we were not able to use our past to it’s full use.
I heard there may be a possible class action lawsuit in regards to this.
Your Insight would be greatly helpful. Thank you.
Denny Stafl – REDCO Foodservice Equipment
Peter Says: Denny, my guess here is no refund, but either a pro-rated deal for next season or a discount for next season. Initiate this conversation. on the phone, NOT online. Explain your situation with the folks at Vail Associates and let me know what happens.
EMAIL: Joe Merigold
Peter,
I can usually only listen on breaks because phones and radios are not allowed in the control tower. So you very well may have already answered this. We rented thru VRBO, who then set us up with the Summit County Mountain Rentals in Colorado. Obviously we could not go. VRBO stated it was up to the owners for a refund. SCMR only offered a 50% refund. We either agreed to that, or we would wind up with nothing. Of course, I did not, nor sign anything. VRBO then sent us an email with a cancellation notice. We never cancelled. We disputed with the credit card company, included the email with our paperwork. Pretty big b…s to try and keep half after cancelling. Did we take the right course of action.
Thank you,
Joe Merigold
Peter Says: Joe, it may be up to the owners for the refunds but my guess is that since they cancelled you are entitled to a full refund and you did the right thing by disputing the charge with the credit card company. Let me know their response.
EMAIL: William Grady
We had a long European trip planned, including a cruise from Rome to Barcelona. That entire trip has been refunded. But, we had booked a flight from Barcelona to East Midlands on June 8th. Since we’re not going to Europe, we don’t need that flight. It is on RyanAir. They tell us all flights on that airline are considered final sales and no refunds are given. Is there anything we can do?
Planning to get to central England on the 8th, we booked two hotels thru Travelocity. We can’t remember why the first one was to be paid upon arrival while the second one, in London, required upfront payment to Travelocity. We had no problem cancelling the first hotel in Leceister. The hotel in London advised they would charge no penalty but we must request the refund thru Travelocity. We tried that but their automated system indicates we will be charged an unspecified penalty and the automated system says our booking (June 12-16) is too far out for us to speak with a rep. This one is for more than $800. What else can we do?
We heard you on WGN. Thanks for your guidance.
Peter Says: Here’s a new concept: one on one conversation with Travelocity. Do NOT attempt to do this online. And make sure you confirm that conversation with the name and title of the person at Travelocity so you have a paper trail in case they change their mind later. You also have recourse with your credit card (disputing the charge) or if need be, small claims court. But June 12 is more than a month away, so first things first. Have that conversation.
EMAIL: Diane VanNest
Hi Mr. Greenberg,
I have a question about getting a refund on a ticket.
In Jan I bought a one way ticket from Denver to Chicago on American for $136.00, departing May 27.
On March 25 the price went down to $28.00 for the same flight.
I called American and they reissued the ticket and issued me a $108 voucher to use in a year.
Now the flight is canceled.
Can I get the whole $136 refunded or does the voucher issued in March stay and is only the $28 eligible for a refund on my credit card?
Any advice you can give would be great.
I enjoy listening to you on WGN.
Thank you,
Diane VanNest
Peter Says: Diane, at this point, be happy for small favors. Hold that voucher and I am sure you can use it within the next 12 months! You can certainly ask for the full $136 back, but will that be worth the effort in time and stress?
EMAIL: Nancy Keyes
Hi Peter I listen to your programs religiously in Minnesota and admire all of your Travel information. My sister and I are currently scheduled to fly to Milan then board a Viking river
Cruise the end of August in Basil…our understanding at the time of booking earlier this year is that if they cancel 48 hours prior to departure we are able to get a refund but only if they cancel… have they now changed the rules where there is no refund available but only credit for a future cruise?
Thank you for any insight you have.
Nancy Keyes
Peter Says: Nancy, all the cruise lines have tried to hold on to their cash and steer travelers towards a credit or vouchers. That doesn’t mean they’re off the hook in providing full refunds. Because your cruise doesn’t start until the end of August, my guess is that they haven’t canceled yet. The key here is for the cruise line to cancel FIRST, so that your rights are preserved. Sadly, it’s like a game of chicken in which you should not blink first. So, please continue to be patient and wait. Monitor the Viking announcements as the date draws closer. And then we can revisit this if — and when — Viking cancels.
EMAIL: Marcia Tipton
Peter,
I just found out that a flight I have scheduled on May 15 has me leaving Pittsburgh at 7AM, DL #544 & the connection through Atlanta DL #1868 cannot be made because the flight from Atlanta to Austin will have already left. The schedule indicates I will miss my connection on the return. The outbound flight from Austin to Pittsburgh on May 11, did not change.
Am I entitled to a refund, even though Delta did not cancel the flight they have altered it to the point I cannot get home as scheduled?
Thank you,
Marcia
Peter Says: When an airline reschedules your flight, that means they HAVE canceled your original flight, and as such you were entitled to a full refund under current U.S. DOT rules.
EMAIL: Geormine D. Stanyard, CIA, CTA, DS
Hello Mr. Greenberg,
Great webinar!!! I am the Washington DC Club member that asked the question what foreign destinations do you anticipate will be safest to travel to first or in the near future that is safe to travel to & from the US. Your answer – New Zealand and Australia sounds great! We have several clients interested in that destination (including me). Thank YOU!!!
Let, me apologize for the long message. Please know that I have followed your insights over the years. Your updates today were quite eye-opening. We have a very small travel agency that also does meeting and special events — almost 26 years now. The cancellations and re-bookings are devastating. I personally am looking to return to other work now as I must continue to provide care for my Mother still fighting the fight to be 92 next week. Plus, I am also President of the DC Chapter for PTANA – Professional Travel Agents of North America. Thanks to Zoom – we are doing our best to keep agents and clients informed.
Background:
For our agency, almost everything is cancelled for 2020 or re-booked for September onward. However, I still have a cruise group on-hold for Athens, Greece for a 60th birthday celebration at the beginning of August — including my 60th too. The goal was to be in Santorini for 2 days to cover the birthdays. Some of the group have cancelled and to your point the refunds have been slow to non-existent to date. The cruise line did extend the cancellation date with full refund to 6/1. Not sure how much that helps right now. I think most of the cruise lines are hoping for a major miracle. I wish they make a decision about June-August sooner than later.
Question:
I did ask the question of the cruise line, when did they believe that airlift will be restored to Athens, Greece from USA. I am still waiting for the answer unfortunately. Do you have any intelligence on what’s going on in Greece as far as tourism and airlift?
Thank you for your time, insights and for doing the webinar today. Warm Regards, “Ge”
Geormine D. Stanyard, CIA, CTA, DS
Managing Director
Peter Says: My understanding is that the EU will more or less act in unison. Cross border rules may ease first, before intercontinental rules of travel and immigration. But I would. be surprised if Greece opens up before July or August, so you should act or prepare accordingly. In the meantime, as you navigate and try to survive the world of debit memos, please hang in there!
EMAIL: Abby Mcafee
Peter,
Thank you for taking the time to read this email.
I had planned a trip to Great Britain on June 15th for my immediate family, parents, and aunt. I booked everything myself through airbnb and Icelandair. From reading the emails you answered it sounds like waiting is the best course of action now, but I would appreciate your insight.
Also I had submitted my passport at the end of March. Should I just assume that the passport office would start processing again if travel was miraculously opened up ?
Thank you, Abby
Peter Says: Passport offices are, for the most part, currently closed. They should reopen soon. But June 15th seems to me a date that will be too early for the UK to open. Even if the country does open by then, there’s a strong chance there may be a 14 day quarantine rule in effect. So let’s hope you get your passport soon, but in the meantime, I’d wait until there’s an official cancelation so you can then process a refund and plan a trip later in the year.
