TAP Air Portugal promised refund— Orbitz won’t help
A: You’re right. IfTAP Air Portugal canceled your flight, you should get a full refund within aweek. The DOTrule (www.transportation.gov/individuals/ aviation-consumer-protection/refunds) applies not only to airlines but also to online travel agencies such as Orbitz.
So, what happened? Well, after the outbreak, the European airlines petitioned theEUto allow them to keep the money for canceled flights and offer ticket credits. They said their survivalwas at stake, and they may have been correct about that. At the same time, a variety of European carriers began to slowdown the refund process. Again, that’s totally understandable. Theywanted to keep the money to pay their bills. This included creating newbarriers to refunds. CouldTAPAir Portugal have given you a refund for your flightwhen you asked? Without a doubt. Were they using Orbitz to slowdownthe process? Without a doubt.
Q: Ibookeda ticket through Orbitzon TAPAirPortugal toflyfromWashington, D.C., toMilan inMay. The flightwas canceled inApril because ofCOVID-19.
Ihavebeen having an extremely difficult time getting Orbitz to helpme. They have insisted repeatedly that I amnot due a refund even though I amaware of the Department ofTransportation notice that all ticketsmustbe refunded if the ticket was canceledby the airline duringCOVID19, if the customerdesires a refund. Ihave alsoconfirmedwithTAPdirectly that I am due a refund. But they insist Orbitzmust request it for me.
Aftermanyhoursonthephonewith Orbitz overmultipleweeks, Ifinally got Orbitz toemailTAPto requestarefund inMay. Asof today, Ihaveheardnothing further fromneitherTAPnorOrbitz and feel Ineed help toeffectively get this refund I amowed.—AlexandraRose, Washington, D.C.
Orbitzwas awilling accomplice. When it helps youget arefund, it loses any commissions and incentives the airline paid it. So you might say it is equally unmotivated, and in all likelihood, overwhelmed by other refund requests.
Although I understand the positions of both your airline and online travel agency, it’s also helpful to appreciate your position. TAPAir Portugal canceled your flight, and youwere owed a refund. Youweren’t getting it. If the tableswere turned— if you canceled your flight because of a circumstance beyond your control— I’m not sure if TAPAir Portugal or Orbitz would be as patient as you’ve been, or as understanding.
Butwhose faultwas this? I contacted Orbitz, and it says it contacted TAPAir Portugal several times regarding your case, beginning inMay.
“During this time, TAP Portugal notified us that they are no longer allowing Orbitz agents access
to process refunds via our system,” a representative toldme. “We are only able to process refunds ifwe have been granted that right by the airline.”
Instead, TAPPortugal issued a policy that only allows Orbitz to offer a voucherwith the airline that is valid for two years fromthe date of issuance. But you had a refund offer fromTAPAir Portugal. Yet despite its best efforts, Orbitz couldn’t reach anyone at the airline to confirm your refund.
“Sincewe’ve passed a reasonable timeframe to expect a response from TAP, we have authorized an exception to our agents to process a refund for this flight fromOrbitz,” the representative added.
You should have a full refund of $1,499 by now.