AIBU to ask if anyone here works as a travel agent - I need some help!

[JemimaPyjamas]

Posting here, quite blatantly, for traffic.

Expedia told us our flight times had changed, and did we want to cancel and get a refund or book onto others. We said cancel and refund. This was the start of January, the total is £398 so not a fortune but too much to lose.

I have since called countless times, often for over an hour and a half. Emails are initiated from them but then ignored. I have been hung up on when I ask for names, or to speak to a manager. I have been hung up on for asking for a postal address. I cannot use the complaints form because it won't accept the itinerary number.

I cannot claim via my credit card because the original transaction was more than 120 days ago.

Hence, I finally went via small claims. This worked for a smaller sum from lastminute.com who I'd had similar issues with (this from a flight from 2020.)

Expedia have 'defended the claim' and said that...

At all times Expedia acted as an Agent for a disclosed Principal, that being Thai Airways International.

1. Expedia accepts and understands that the customer was unable to use the flights as planned, due to Thai Airways cancelling the Flights.
2. However, it is denied that Expedia are liable in this matter – any question of liability to pay a refund in this case falls to Thai Airways International, as Principal, not Expedia as their Agent. In their role as Agent Expedia has requested a refund of the Flights on the Claimant’s behalf but understands that Thai Airways has not yet actioned the refund.
3. As such, it is denied that the Claimant is entitled to such relief as sought in the Schedule of Claim or at all, and it is respectfully submitted that the Claim should be dismissed and judgement entered for the Defendant.

So, in short, while we paid Expedia, they are now not able to refund because they are not liable. Is this right?

I am running out of ideas and possibly options. However, we have been treated so badly and, a quick Google reveals, that Expedia have a long history of this so I am not sure whether it actually would be worth it going to court? I can back up everything, including the time trying to chase it on the phone, and we have it in writing that they were going to refund us 'within 8 weeks.'

Have a look on money saving expert website

Go and ask on Headforpoints under todays chat

www.headforpoints.com/2021/08/06/the-hfp-chat-thread-friday-6th-august/

I’m not a travel agent but my first thought is to email Thai Airways and ask them to confirm they have refunded Expedia. If Expedia has the refund their argument fails.

Thanks - I'll look at that link and email Thai Airways too, that's an excellent idea.

I am not normally neurotic but I just can't trust them after how it has been so far - absolutely awful! And the countless stories I've since found, many pre 2020, aren't helping either.

@Alpinechalet Bollocks.

Please note that if you booked your original ticket through a travel agent, you must contact them for assistance with extending the validity of your ticket, rebooking, obtaining a travel voucher or cancellations and refunds.

You are not asking for a refund just confirmation they have refunded Expedia.