US Airways pockets traveler’s rightful refund

  • By Christopher Elliott
  • Wednesday, October 29, 2014 8:18am
  • Life

Q: I’ve been trying to get a refund for my US Airways vacation since this summer. I hope you can help me.

Earlier this year, I booked a stay in St. Maarten for my 45th anniversary. It was supposed to be a second honeymoon. I made my reservation through US Airways Vacations.

Conditions at our hotel, the Sonesta Great Bay Beach Resort, were deplorable. The hotel agreed to credit us $887, which it sent to US Airways Vacations.

I waited to get the money back through US Airways, but it never came. I called, and a representative suggested that I send an email to US Airways Vacations. But all I’m getting is an automated reply.

The lack of cooperation from US Airways customer relations is making us regret that we ever heard of US Airways Vacations.

I’ve been a loyal customer to US Airways. My wife is a Silver Preferred member of its loyalty program, and I have used US Airways Vacations before to book my travel plans. But the way it’s handling this complaint — or should I say, not handling it — leaves me wondering what is going to happen when American Airlines and US Airways complete their merger.

If this is the way they’ll treat passengers after the merger, it may be time for my wife and me to find a new airline. — Stanley Kubacki, Philadelphia

A: US Airways Vacations should have processed your refund as soon as it received the money from Sonesta. And when it didn’t, it should have explained why it was keeping your $887.

US Airways Vacations may have been imposing its own restrictive refund policy on your vacation package. (You can read its rules online at http://www.usairwaysvacations.com/customerservice/generalterms.html). The policy notes that some vacation components are nonrefundable and that your right to a refund “is limited if changes are made to travel plans, travel dates, hotels, hotel categories, hotel configurations, changes in origination or destination.”

In other words, it’s possible that even though Sonesta agreed to refund you $887, US Airways Vacations’ refund rules prohibited the return of the money. I’ve seen that happen a few times. Technically, US Airways Vacations would have been within its rights to keep the money.

But let’s not get mired down in technicalities. That was your money, and the refund policy of your tour operator is irrelevant. It had no right to pocket the $887.

Regarding the merger between American and US Airways, I, too, am skeptical of the “benefits” the airline promised. Interestingly, while this merger may reduce competition and drive ticket prices higher, it is one of the smoothest corporate combinations I’ve seen in recent history. Something tells me that your problem would have happened regardless of the deal.

I contacted US Airways Vacations on your behalf, and it promptly sent you the refund.

Christopher Elliott is the ombudsman for National Geographic Traveler magazine and the author of “How To Be The World’s Smartest Traveler.” You can read more travel tips on his blog, elliott.org, or email him at celliott@ngs.org

(c) 2014 Christopher Elliott. Distributed by King Features Syndicate, Inc.

Talk to us

> Give us your news tips.

> Send us a letter to the editor.

> More Herald contact information.

More in Life

Brandon Hailey of Cytrus, center, plays the saxophone during a headlining show at Madam Lou’s on Friday, Dec. 29, 2023 in Seattle, Washington. (Olivia Vanni / The Herald)
Lynnwood-based funk octet Cytrus has the juice

Resilience and brotherhood take center stage with ‘friends-first’ band.

FILE - In this April 11, 2014 file photo, Neko Case performs at the Coachella Music and Arts Festival in Indio, Calif. Fire investigators are looking for the cause of a fire on Monday, Sept. 18, 2017, that heavily damaged Case’s 225-year-old Vermont home. There were no injuries, though a barn was destroyed. It took firefighters two hours to extinguish the blaze. (Photo by Scott Roth/Invision/AP, File)
Music, theater and more: What’s happening in Snohomish County

Singer-songwriter Neko Case, an indie music icon from Tacoma, performs Sunday in Edmonds.

Sarah Jean Muncey-Gordon puts on some BITCHSTIX lip oil at Bandbox Beauty Supply on Tuesday, Jan. 9, 2024, in Langley, Washington. (Ryan Berry / The Herald)
Bandbox Beauty was made for Whidbey Island locals, by an island local

Founder Sarah Muncey-Gordon said Langley is in a renaissance, and she’s proud to be a part of it.

Dominic Arizona Bonuccelli
Tangier’s market boasts piles of fruits, veggies, and olives, countless varieties of bread, and nonperishables, like clothing and electronics.
Rick Steves on the cultural kaleidoscope of Tangier in Morocco

Walking through the city, I think to myself, “How could anyone be in southern Spain — so close — and not hop over to experience this wonderland?”

chris elliott.
Vrbo promised to cover her rental bill in Hawaii, so why won’t it?

When Cheryl Mander’s Vrbo rental in Hawaii is uninhabitable, the rental platform agrees to cover her new accommodations. But then it backs out. What happened?

Byrds co-founder Roger McGuinn, seen here in 2013, will perform April 20 in Edmonds. (Associated Press)
Music, theater and more: What’s happening in Snohomish County

R0ck ‘n’ Roll Hall of Famer Roger McGuinn, frontman of The Byrds, plans a gig in Edmonds in April.

Mother giving in to the manipulation her daughter fake crying for candy
Can children be bribed into good behavior?

Only in the short term. What we want to do is promote good habits over the course of the child’s life.

Speech Bubble Puzzle and Discussion
When conflict flares, keep calm and stand your ground

Most adults don’t like dissension. They avoid it, try to get around it, under it, or over it.

The colorful Nyhavn neighborhood is the place to moor on a sunny day in Copenhagen. (Cameron Hewitt)
Rick Steves: Embrace hygge and save cash in Copenhagen

Where else would Hans Christian Andersen, a mermaid statue and lovingly decorated open-face sandwiches be the icons of a major capital?

Last Call is a festured artist at the 2024 DeMiero Jazz Festival: in Edmonds. (Photo provided by DeMiero Jazz Festival)
Music, theater and more: What’s happening in Snohomish County

Jazz ensemble Last Call is one of the featured artists at the DeMiero Jazz Festival on March 7-9 in Edmonds.

Kim Helleren
Local children’s author to read at Edmonds Bookshop

Kim Helleren will read from one of her books for kids at the next monthly Story Time at Edmonds Bookshop on March 29.

Chris Elliott
Lyft surprises traveler with a $150 cleaning charge

Jared Hakimi finds a $150 charge on his credit card after a Lyft ride. Is that allowed? And will the charge stick?

Support local journalism

If you value local news, make a gift now to support the trusted journalism you get in The Daily Herald. Donations processed in this system are not tax deductible.