Peter is answering your latest emails with travel questions during the coronavirus pandemic. Email peter@petergreenberg.com if you don’t see your email answered in one of the rounds.
EMAIL: Jason Weidenfeld
Hi, and thank you for all of your columns and for attending travel shows in the past. I am wondering if you have any suggestions for three sets of already-booked flights from the US to Athens to Tbilisi and back to the US. We bought separate open-jaw tickets through United Airlines to Athens with a return from Tbilisi to the US (IAD). Our college-age daughter is currently in Paros, Greece through the start of June; she already used the first part of her open jaw. I have a ticket to Athens at the end of May. My wife is a teacher and has a ticket to Athens in early June, after school ends. The plan was for the three of us to travel together briefly in Greece and then fly to Tbilisi, so we also bought one-way tickets from Aegean Airlines.
Of course, we’d love to go on the trip, but we know that’s about 95% unlikely. To complicate matters, our passports expire in January, so a trip later this year might not be in the cards if you need 6 months before it expires. Any suggestions for the best way to approach sorting through this mess? I’m guessing we may end up getting credit for the United tickets and eating the Aegean tickets, which would not be a huge deal, especially in the overall scheme of COVID-19 issues.
Best regards,
Jason Weidenfeld
Peter Says: Jason, your passport expiration is not an issue here. The passports can be easily. renewed. But your ticket conundrum is a complicated one. You should be entitled to a full refund for the unused portion of your united ticket, since united canceled that flight. The Aegean tickets come under European Union rules, which normally would entitle you to full refund. as well, but many foreign airlines are only offering credit vouchers against future flights and opting to. fight the EU later in court. At this point, take the Aegean vouchers.
EMAIL: Ruth Farber
My husband and I were booked on an Air Canada flight from Hartford Ct to Vancouver. We were to fly out on 6/4/20 to cruise on 6/7/20.
Cruise cancelled by Celebrity with the hope of no problem of getting our money back, but the airlines still insist we take vouchers. We had booked with Flights by Celebrity and they say it is for me to fight for my money. How can I fix this and get my money?
We are senior citizens and want to decide by ourselves if we want to go to Canada after this.
Thank you so much for your informative webcasts and help. It is very much appreciated.
Ruth Farber
Peter Says: Hi Ruth, and thanks for your email and apologies for my late response. Since the airline cancelled your flight first, you are entitled to full refund. It falls under a long existing U.S. Department of Transportation rule. Please remind the airline of this (and if Celebrity booked your airline ticket, they already KNOW the rules). And when writing them, copy me.
EMAIL:Sharon Gallas
Hi Peter
I’m a travel consultant and have enjoyed watching your weekly updates on Coronavirus.
You mentioned that if an international carrier has service from/to USA, that they must follow DOT rules stating airlines must refund passengers if their flights are canceled by the airlines.
Air Canada has it stated on their website that they will not refund due to virus as it is not within the airline’s control. I have also come across several articles stating that the CTA
decided that their airlines no longer have to provide refunds if flights are canceled. But is it not true if they fly to/from USA they are subject to DOT rules?
Also, I am trying to clarify Icelandair’s policy as well, but I believe they are not refunding if flights are canceled. They sent out a notice that stated
passengers can use their tickets for future travel only.
I am wondering if you have received any similar feedback regarding these carriers.
Regards
Sharon Gallas
Peter Says: Air Canada is trying to claim that Canadian government policy prevails (which allows them to issue credit vouchers) even though they are under U.S. Department of Transportation rules if flying to or from the U.S. This is now being held up in Canadian courts and may be stuck there for a while until the issue is resolved. So, for the moment, you may be stuck with a voucher until the U.S. Department of Transportation takes an enforcement action against Air Canada.
EMAIL: Linda Marshall
HI Peter,
Even a travel agent needs help in these difficult times! I purchased a United business class ticket from Charlotte to Amsterdam roundtrip to join a Scenic river cruise which was chartered by my agency, Travel Experts. The cruise was cancelled in March and the next day I cancelled my airline ticket. The flights were canceled by United at a later date.
United is telling me that the DOT refund rule you talked about today does not apply since I cancelled before United did. I do not want a travel credit as my business is non-existent and I need a refund. My record locator was JTJYRM.Is there any way you can help me with this? I would be very grateful.
Thank you in advance for your assistance.
All the best,
Linda Marshall
Peter Says: Linda, I am afraid United is right. If they cancel the flight first, then your rights are preserved for a full refund. If you blink first and cancel, then they can offer a voucher/future credit instead.
EMAIL: Susan Weiner
Hi Peter
We have a question regarding money that’s being held for a tour. We were scheduled to go to Japan with Overseas Adventure Travel in early May. They have postponed all trips to Asia including Japan for the remainder of 2020. However, they informed us that they have rescheduled us for the Japan trip for next year at the same time with a 10% discount. At this time we are not interested in rebooking for next year, not knowing what the near future will bring. They have informed us that they will not refund the money but will give us travel credit toward any trip. We booked everything through them including airfare and travel insurance. Are we entitled to a full refund of our money?
Thank you for your time.
Susan
Peter Says: Susan, at this point you have two courses of action. Dispute the charge on your credit card, and if that fails, go to small claims court and file against them. In either case, you must have full documentation and a paper trail of all your correspondence with OAT. Under the Federal Credit Act, you contracted for a product or service you did not receive, so the creditcard company should issue an interim credit to your account. If that dispute fails, then it’s off to small claims court.
EMAIL: Kathleen Nelson
Peter:
Given that no one has a crystal ball, should I cancel my reservations for my trip to Italy in late September? And when now or late summer?
Because my airline ticket was purchased before all of this (early Feb.)
what are the chances that Delta will refund my money or at least give me a 2 year window to use my credit. The ticket was a non refundable flight.
Thank you and be well.
Kathleen
Peter Says: Whether the ticket was nonrefundable is not relevant. If the airline cancels your flight, then you are entitled to full refund, no matter what the type of ticket. As to your question about Italy, it appears now that Italy should be reopened by then, barring. another wave of Covid-19.
EMAIL: Lynne Thomsen Rinkoski
Dear Peter
What are the airlines doing about thei Frequent Flier programs – is AA Gold going to be the new Ex Platinum of 2021?
Thanks. Enjoy your updates.
Lynne Thomsen Rinkoski
Peter Says: Most major airlines have extended the. status of their frequent fliers through 2022. So if you are already AA Gold, you will stay at that level.
EMAIL: Nancy Kivlen
Hi Peter,
I’m a travel advisor in San Diego.
My clients are booked on a Uniworld river cruise in France in May. Uniworld will only offer future cruise credit, even if they cancel the cruise (which undoubtedly they will). Is there anything I can do to help the clients get a refund?
It seems most of the cruise lines are offering money back for cruises they cancelled, but for some reason Uniworld is not.
Would suggesting they do a chargeback through their credit card company be the only option?
Thanks,
Nancy
Peter Says: Nancy, my understanding is that Uniworld is now offering refunds, if they have not changed their policy again! And if by some chance they are still refusing, it’s time to dispute the charge on the credit card statement.
EMAIL: Marla Greenman
Hello Peter:
First a sincere thank you for all the great information you have shared with us for many years. I am a dedicated follower though I cannot say that I spend enough time reading when I am working normally. However now things are not normal and the time is significantly more available. I have a follow-up and an unrelated question for you that I wonder if you could share in a response and/or a future post. Here they are:
- Today’s “Good News” post is indeed helpful. However ours is a slightly different scenario. Our flight was not cancelled but our ability to transit through Manila was. In other words as far as we were told, the flight left Singapore for Manila but only with passengers prepared to stay there. The airport was closed to anyone needing to be in transit which included us as we were connecting with a flight to Los Angeles about six hours after arrival. The transit desk in Singapore after contacting PAL for us (their desk was outside of the SIN transit area), reported that they could not issue us a boarding pass. This was about 3 hours before we were due to leave Singapore. We ended up booking a very costly business class ticket on Singapore Airlines to fly nonstop to Los Angeles in order to get home before we were to be required to quarantine in Singapore.
- PAL has said they will only issue a voucher and it will only be good for one year from the date it was booked. Since they only fly to Asian countries at this point, that means we would need to plan a trip back to Asia before next February which is possible but not currently aligned with upcoming travel plans.
- We paid for this ticket with “Black Card” points and a refund of our points is all that we have asked them to do. Of course there is the complication that we used half of the ticket-the outbound portion from LA-Manila-Singapore, a month earlier. In addition I wonder if as a regional airline in the Philippines whether they are even subject to our NTB rules.
A second question is whether there is any way you know of that our ticket home which cost $3500/pp should come under our credit card travel insurance. We have applied but not heard back from them yet.
Finally, I have a totally unrelated question. We have noticed inexpensive tickets available on United Air to Belize for dates after September 2020. Our daughter is supposed to be living there (with the Peace Corps) and she is due to be deployed some time after Sept/Oct time frame. I thought we should book a ticket for November to go see her. They said they would allow free reschedules if the date is currently unknow. But I assume that means no change fee but that we’ll still have to pay the difference in the ticket cost. And isn’t that likely to be back up to normal pricing by the time we know when we can go? What are your thoughts about “investing” in future travel during these uncertain times?
Thanking you again and in advance of your replies,
Marla Greenman
Peter Says: Marla, for flights that didn’t originate in the U.S. (or terminate there), most airlines can justify offering vouchers, because they don’t then fall under U.S. DOT rules. As for the Belize flights in September, barring another wave of Covid-19, Belize plans to be open by then.
EMAIL: Mark Mecord
First of all, thank you for all you have done for us (the traveling public) both during this “time” and before.
I had a trip planned to Europe, flying Delta and used Booking.com for my hotels. The hotels were easy to cancel and didn’t have any problems. When Delta canceled my flight, I told them that I wasn’t going back and wanted a refund per their Rule 20. Refund was issued and credit card was reimbursed in three days. I also purchased a trip insurance policy and can not find anywhere in it where a pandemic is spelled out. This is the policy
Did I miss something and can I request a refund since the trip is not going to happen?
Regards,
Mark
Peter Says: Mark, yes, you should request refund. And if that is denied, dispute the charge with your credit card company.
EMAIL: Denise Johnson
GM Mr. Greenberg:
I hope you saw my previous email. After watching your latest update last night 4/10/20 I called Emirates airline again around 10:30pm ET. I was informed that Emirates could keep my ticket open for 2 years. The info the DOT gave out was for US airlines.
Can you help me get my refund?
Thanks
Denise Johnson
Peter Says: Denise, if any part of your flight on Emirates originates in the U.S., then the airline DOES come under jurisdiction of the US Department of Transportation rule, and if they cancelled the flight first then you are entitled to a full refund back to your original form of payment.
EMAIL: Lee Bond
We booked two condos in Kauai for June 20th, (approx. $10K) with full refunds if canceled before April 20th and booked airfare with American in March for 17 family members flying from 4 different cities (over $17K). Since we have no idea whether American will be flying then or Hawaii will be open, we have decided to cancel our condo and get the refund. Since we will no longer have Kauai lodging, what is the probability if American is flying again in June that we will be able to either get vouchers for later or a refund?
I have been watching you for years, including on CBS, and treasure your travel advice. We are international travelers.
Lee Bond
Peter Says: Lee, thanks for your email, and apologies for my late response. My guess is that American HAS canceled these flights and under the U.S. DOT rule, you are entitled to a full refund back to your original form of payment.
EMAIL: Fred Godett
If an airline changes your flight because they have changed their schedule is this considered a CANCELLATION and am I entitled to a refund?
Fred Godett
Peter Says: Fred…in a word… yes.
EMAIL: Geraldine Furuzawa
Hi Peter
My husband and I were planning a trip to Sicily with Overseas Adventure Travel April 19,2020. Trip got canceled and we were offered a full refund On March 23,2020. A recent email OAT changed their policy and are not giving us a refund. We have to take a future trip with them this year or next year or we can give the trip to friend/family member. We want our refund because we don’t know what the future holds for us at our age (77 & 78). What action can I take with OAT? This is not right.
Geraldine Furuzawa
Peter Says: Geraldine, you have a strong legal case here for a full refund. Do you have the original contract wording at the time you purchased your travel from OAT? That is the language that must prevail here. Let me know.
EMAIL: J V
Good Morning Peter,
Thank you for your very informative email updates.
I have reservations on United for six people from Newark NJ to Ft. Lauderdale on May 10th, and returning from Tampa on May 18th.
I would prefer a refund rather than a voucher, but United cancels all flights daily from Newark to Ft. Lauderdale daily except the one that we are scheduled to fly.
Since I can’t wait for them to cancel, I am going to try to cancel based on medical reasons (recent heart surgery). What do you think? I also bought the insurance thru United (AIG). Does that afford me a better chance of a refund?
Thanks for your help,
JV
Peter Says: Thanks for your email and apologies for my late response. I’ve been swamped with emails and slowly digging out. The important thing to remember is how the US. Department of Transportation rules work. If the airline cancels first, you’re entitled to a full refund. But if YOU cancel first, they can issue a credit voucher.
EMAIL: Carol Hoose
My husband and I along with another couple booked a September 2020 Pearl Seas Fall Foliage Cruise from New England to Quebec Canada in August 2018 while on an American Cruise Line cruise in Alaska. Each couple posted an $1800 deposit labeled as 100% refundable. In looking at the fine print there is a $425 per person cancellation fee if done 91 days before cruise date. With the current state of pandemic, and June rapidly approaching, we wrote to cancel and asked that we be refunded in full due to these extenuating circumstances, and that airlines and other cruise lines are waiving these fees. We received a check for $950 without any explanation. Do you feel we have any recourse? We are all in our late 60’s, and although in decent health, don’t feel comfortable in traveling at this time or the near future.
Thank you
Carol Hoose
Peter Says: Carol, you need to dispute the original charge on your credit card statement first. Then, if your claim is later denied, your only recourse is a small claims court filing.
EMAIL: Meri Piliouras
Dear Mr. Greenberg,
I hope that you can help. I made a reservation for my husband and myself with Holland America. We were supposed to sail on the Rotterdam through the Panama Canal, March 11-27. Our children were concerned and convinced us to cancel the cruise about 2-3 days prior to the sailing. Thank goodness we did because everyone had to get off that ship on March 15 so that the Rotterdam could help the Zaandam.
HAL allowed us to cancel, but they would not give us our money back. So, they are holding about $10,000+ of our money. Is there anything I can do? I actually booked it through another agency that we use – CDT Travel (long story).
Thank you in advance.
Meri
Peter Says: Meri, your best recourse here is to dispute the charge on your credit card statement ASAP. And in that dispute, enclose all relevant documents to support your case. Please let me know what happens
EMAIL: Ted David
Peter,
Greetings from Ted David, former anchor at CNBC and at CBS Radio in NY/ 1010WINS. We are great fans of your work.
My wife booked a trip to the Pacific Northwest to include a ride on The Rocky Mountaineer. At the time she booked this for herself and friend, $953.86 USD (including the amount paid for the deposit and Allianz travel insurance) was given to the Company. Later, when my wife, decided she did not wish to travel in the midst of this epidemic called the Company, they permitted a one time deferral at no charge. At that time, March 25, the Company had yet to cancel the scheduled train.
However, the Company has since cancelled all trips and is now refusing a refund,. My wife no longer wishes to make this trip AT ALL! EVER! The Company seems to think that the original payment is now theirs to be kept whether the trip is re-booked or not. The fact is, they took the money on deposit for a specific trip which they now cannot provide. The contract is materially breached, the deposit must be returned.
It is unfortunate that we cannot negotiate a refund by ourselves as the Company is intransigent, refuses a refund and imposes onerous penalties. Thus we need YOUR intervention.
Attached is the last change of their rules, which keep changing and never allow a FULL cancellation with refund. Also attached is an email reply from the Company in which they INSIST on a rebooking and by a specific date! SInce then the train itself has been cancelled. My wife NO LONGER wishes to make this trip. EVER!
Please step in on her behalf and we will cooperate with you fully on any further information you may need.
Best regards,
Ted David
Peter Says: Ted, great to hear from you and thanks for the kind words. At this point your best recourse is to dispute the charges on your credit card statement directly with the credit card company. In your dispute letters enclose all relevant documents, reservation numbers, dates, et. al, and be sure to copy me: peter@petergreenberg.com…Then let me also take it up directly with the train folks and sending all best.
EMAIL: Eve Niimi
Peter:
I am a senior 79 years of age. I am currently holding a credit (breakdown see below) from AA for a May 30, 2020 Chicago/Prague Flight 242 departure, June 12, 2020 return Budapest/Chicago Flight 131 booked 10/23/19. I canceled this reservation on March 1, 2020 on the advice of my physician in an abundance of caution due the impending threat of Covid-19 as a result of my age and underlying health conditions. I have a letter from my doctor to this effect.
I have been in touch with Customer Relations via email on recommendation of agent while cancelling to appeal the change fee including the letter from my physician addressing the cancellation and requesting a waiver of the $275 change fee fully intending to rebook prior to deadline of 10/23/20. To date I have been granted waiving of the fee and instructions when rebooking using my ticket number to mention VCR remarks.
However, as it looks travel will most likely not be advisable until a vaccine is available as I could not chance contracting Covid-19 while traveling alone abroad.
The airlines are being ordered to refund ticket cost if they have canceled as you have emphasized on your blogs. I did not wait until notice that my flights were canceled but acted first. Until the world is a safer place to move around in I am going to stay put at home in Highland Park, Il. In your opinion is there any hope or advice you might offer involving an appeal for a refund which at this point might be considered. Who knows when normal travel will resume? I hope I’m not ga-ga by that time. 🙂
Economy Plus: $1479.95
Business class outgoing upgrade: $350 plus 25,000 FF miles
Total: $1829.95
In addition, a fee of $150 would be imposed should I wish to re-deposit the 25,000 miles back to my FF account, a hefty and grossly unfair penalty IMHO.
I’m between a rock and a hard place here and hope you can address my quandary.
Thank you and looking forward to your next blog installment which I enjoy so very much.
Eve Niimi
Peter Says: Eve, thanks for your email. It’s now my understanding that AA has waived any redeposit fees. So, that’s a start. But as for a full refund, because you canceled first, AA is within their rights to only offer a credit voucher.
EMAIL: Vishy M.
Hi Peter,
We were supposed to travel to Italy May 10-24. Air Canada just announced flight suspensions till June 1. Should AC be refunding us the money for our flight? Why are they only offering future travel credits. Looking forward to your response, Vishy
Peter Says: Vishy, Air Canada SHOULD be refunding your money, but the airline is claiming that Canadian rules prevail when it is abundantly clear that U.S. Department of Transportation rules govern this, since Air Canada flies to the U.S. The U.S. DOT has not yet taken any enforcement action, and the case is also being argued in the Canadian courts. And, sadly, I don’t expect a speedy resolution here. Stay tuned!
EMAIL: Jill Altman
Hi Peter.
Maybe you can help steer me in the right direction. I had round trip air reservation on Turkish Airlines departing from JFK to IST on May 18, returning 6/3.
They just cancelled all flights thru May 20. I called today and was told I could only get a credit… OR get this….
I have to send them $200 first in order for them to send me a full refund since I was on a non refundable ticket.
I had many years when I was younger in the Airline business on a ticket counter. This is impossible to accept.
What can I do since they are not an American airline??? I cannot even believe that they want me to send them $ 200 first, before they will send my a refund. Utterly mind boggling,
Any advice. Thanks in advance.
Best regards,
Jill Altman
Peter Says: Under NO circumstances should you send them ANY money. This flight is governed under US Department of Transportation rules that state that any airline (including international) that flies to or within the U.S that cancels a flight must refund your purchase price in full, even if you bought a nonrefundable ticket!
EMAIL: Toni
Peter…
With all the craziness happening in the world…Major attractions closing for the first time in existence… I went back to last fall and planned and paid for a River Cruise in Europe…Frankfort to Zurich…scheduled for the week before Christmas… I figured things should be back to “normal”…. what are your thoughts?…am I going to start to worry about it not happening?…should I start to look for alternative plans?….
Any suggestions would be appreciated…
Thanks so much in advance for your help
Toni
Peter Says: Toni, “normal” is certainly a relative term these days. But I would think that a calculated risk here might work before Christmas. If you’re paying with a credit card and the cruise line is giving you the opportunity to cancel within 48 hours of departure and will offer a full refund, then you lose nothing by making that reservation.
EMAIL: Maggy Graham
Peter, many thanks for all of your information. It’s much appreciated as are your travel tidbits and recommendations. I have a couple questions surrounding canceled travel amid the coronavirus crisis.
I was supposed to take a trip to Greece starting this coming Monday. I’ve gotten refunds from Delta, most tours and hotels. So far I haven’t been able to get refunds from Aegean Air for flights within the European Union. I haven’t gotten a refund for a deposit on a small hotel on Santorini or full payment for an Athens hotel and airport transfers in Athens, the latter two organized by Avanti, an American agency. I haven’t gotten a refund for trip insurance from Travel Insured International, an American company! The cancellations weren’t of my accord. They all are keeping my money while they have no cost or liability at all on their part. For any of these situations, do you have any suggestions on what I can do, what recourse I might have? I’m sure I’m not alone in wondering about situations like this. It involves over a thousand dollars per person in total.
Thanks for your help!
Maggy
Peter Says: Maggy, Aegean air comes under European Union rules, and while they are also required to issue refunds, they have chosen to ignore the rules and issue vouchers instead. It may take some time for the EU to resolve this, which I know puts you in a bad position. One tactic in the meantime — dispute these charges on your credit card statement.
EMAIL: Gary Garfield
We are booked on a small ship Polar expedition at the end of June. I inquired with the company (Quark) if they will refund the cost if THEY cancel the cruise. They informed me that they would only give me a future travel credit. When I went on the website, the terms and conditions page was no longer there. A few days later it was up again stating that only a future travel credit would be given. I found a copy of the original Terms and Conditions at the time I booked and paid for our trip and it was a different document from the current one on the web site. MY QUESTION: Isn’t the company legally bound to follow the Terms and Conditions at the time of signing? Those clearly state that the company would refund costs if THEY cancel the cruise. I have contacted the company, but at this time they only say they will provide a future travel credit, not a refund. What are my options? Thank you very much.
Gary Garfield
Peter Says: Gary, this is a home run for you. The contract conditions at the time of your purchase govern your rights, not an after-the-fact word change. I’m not a lawyer and don’t play one on TV, but you have a very strong position here.
