Another credit vs. refund dispute, this time over a tour to Spain and Morocco | Travel Troubleshooter

When Anita Alexander’s tour operator cancels her vacation to Spain and Morocco, she desires a refund. But the business needs her to acknowledge a credit rating. Who’s correct? 

Q: A group of good friends and I booked a tour to Spain and Morocco by Tripmasters, a tour operator, in 2019. Our flights were being on Delta Air Traces

In March 2020, Delta rescheduled our return flights to Minneapolis since of COVID-19. This revised itinerary stopped in Boston with no return flight to Minneapolis. Delta issued a travel waiver provided to reschedule the flights without having penalty. 

In April, I canceled our hotel reservations by way of e-mail, spoke with Delta to cancel our flights and identified out the tour operator made the flight reservations and owned the scheduling. Tripmasters also notified us that our accommodations and the flight amongst Spain and Morocco ended up typically nonrefundable.  

I’ve contacted Tripmasters a lot of occasions to request a full refund. A Tripmasters representative states we can only reschedule. In late April 2020, with COVID-19 raging in Spain, vacation constraints imposed and continued closing of lodges and vacationer destinations, we knew this excursion was unachievable.

Can you help us get our $5,565 back again? — Anita Alexander, Arden Hills, Minnesota

A: I’m sorry to listen to about your canceled excursion. Yours was one particular of hundreds of thousands of very similar tours canceled during the pandemic — with just one exception. Delta experienced improved your timetable, which signifies your flight was fully refundable. Beneath Section of Transportation policies, if an airline makes a significant agenda modify or cancels your flight, you get a refund. So your tour operator’s later declare that you could only reuse your ticket credit history may well not have been solely exact.

You have some selections. You could speak to the airline immediately to talk to about your refund — I listing the names, figures and email addresses of the Delta Air Strains executives on my consumer advocacy website, You could have also contacted your credit card corporation to see if a chargeback was a possibility. Sometimes it is. And you could have attained out to your condition legal professional general or the Division of Transportation for assistance.

I shared all the contacts for these businesses with you and also advised that you put all the things in composing with the tour operator — no mobile phone phone calls. Owning your communication in composing reveals that you gave Tripmasters an option to fix the difficulty just before interesting it to someone else.

You followed my tips, and following some correspondence with Tripmasters, you contacted your state legal professional basic. Independently, you also sent email messages to the Section of Transportation and the Federal Trade Commission. Wow — that is what I simply call perseverance! 

It took another 8 months, but you eventually acquired a whole refund from the tour operator. Congratulations on your productive self-advocacy.