We bought 4 tickets to travel from Albuquerque, NM to the UK back in March of 2018 from Travelocity. I paid for these tickets in full at that time. May 25th we were due to leave on our 7 week trip to the UK. We arrived at the airport after car trouble an hour before our flight was due to take off. We were dropped off and went directly into the Albuquerque airport strait to the AA counter, which was just inside the door. We were obviously later than ideal but getting to the counters is quick from drop off and I walked strait to the check in Kiosk while my husband settled the kids in line. We were still in the zone of on time. The kiosk was not working and so we had to wait in line. When we got to the counter the chatty AA agent scanned our passports then said she couldn't check our bags. She never really gave us more info than that, just that now it was too late (the flight had not left and we had arrived at check in before their cut-off.) Said we were welcome to call AA right there, who also told us they couldn't help us. We still had time to get to the flight but upon calling Travelocity and British Airways we found they had cancelled all our flights including our return 7 weeks later. They were not helpful in trying to get us to the UK at that time, although I appreciated how long the Travelocity customer service agent tried to help us she said it was out of their hands and all flights were cancelled.
It was recommended that I try to resolve this situation through Capitol One, the card on which I'd bought the tickets. I initiated the process and was given the return money while they disputed. We decided to take the risk of paying twice and drive 8 hours to a bigger airport, incurring more expense from car rentals, hotel to save on the flight to the UK. Our original flights cost 2-3 times as much now from our airport.
Upon trying to handle the dispute from overseas I received British Airways version of events in which they said "we cancelled the flights" and were "no shows" at the airport, and that we are "trying to get out of paying a fee". Nobody at any time even offered for us to pay a fee, which we gladly would've to keep our flights etc. I responded to these lies with truths and Visa decided in our favor. Capitol One refunded us the money. I thought it was over. Suddenly I start getting emails from Travelocity saying that we did not fulfill our commitment to pay them for our tickets to the UK and they would be sending it to a collection agency. I had several email correspondences with them in which I explained the situation and that this case had been decided by Visa in our favor AND that I had paid Travelocity already when I bought the tickets from them originally. They decided we still need to pay and sent it to collections. I have tried to get help locally from a lawyer but can't seem to find the right help. I feel that British Airways is way out of line here and in speaking to other people that this is not right, but have no clue about a next step. Im so frustrated as Ive never had anything sent to collections, and especially that we had to buy our second round of tickets from BA as well was a real slap. I really hope to resolve this in a fair way but feel powerless against these big companies.
It was recommended that I try to resolve this situation through Capitol One, the card on which I'd bought the tickets. I initiated the process and was given the return money while they disputed. We decided to take the risk of paying twice and drive 8 hours to a bigger airport, incurring more expense from car rentals, hotel to save on the flight to the UK. Our original flights cost 2-3 times as much now from our airport.
Upon trying to handle the dispute from overseas I received British Airways version of events in which they said "we cancelled the flights" and were "no shows" at the airport, and that we are "trying to get out of paying a fee". Nobody at any time even offered for us to pay a fee, which we gladly would've to keep our flights etc. I responded to these lies with truths and Visa decided in our favor. Capitol One refunded us the money. I thought it was over. Suddenly I start getting emails from Travelocity saying that we did not fulfill our commitment to pay them for our tickets to the UK and they would be sending it to a collection agency. I had several email correspondences with them in which I explained the situation and that this case had been decided by Visa in our favor AND that I had paid Travelocity already when I bought the tickets from them originally. They decided we still need to pay and sent it to collections. I have tried to get help locally from a lawyer but can't seem to find the right help. I feel that British Airways is way out of line here and in speaking to other people that this is not right, but have no clue about a next step. Im so frustrated as Ive never had anything sent to collections, and especially that we had to buy our second round of tickets from BA as well was a real slap. I really hope to resolve this in a fair way but feel powerless against these big companies.