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Aug 28, 2015
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#1
Hi,

I booked a ticket on CHina Eastern Airlines through Travelocity in July. The airlines recently rescheduled the flight so that there is insufficient connection time between subsequent flights. My flight from Shanghai leaves 2 hours earlier than when my flight lands in Shanghai! I tried contacting Travelocity and canceling the flight and they are demanding a cancellation fee of 160$, which I feel is unreasonable even though the ticket is non-refundable. Please advise me on what I should do.

Any help will be appreciated.
Thanks,
Sukanya
 

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Aug 28, 2015
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#3
Yes, I tried. Travelocity needs to contact China Eastern to finalize/offer any schedule change. I have been on hold for nearly an hour for 3 days while Travelocity tried to contact China Eastern on my behalf, after which I gave up and thought just canceling the ticket would be better for me at this point.
 

jsn55

Verified Member
Dec 26, 2014
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#4
Besseya is right, Sukanya, if you cancel the tix, you'll be subject to a change/cancel fee before you can rebook. You don't state the dates of your trip, but I would advise staying off the phone and contacting Travelocity via email. They are an online travel agency, so they should not have any trouble changing your flights online with China Eastern. If they don't know how to do that, they will need to call the airline, but you should not have to hang on the phone for hours, it's their duty to correct the problem.

I would send them a short, polite email stating what has happened and asking them to rebook you on another flight. Have a look at CE's schedule so that you can suggest which flight would be best for you. You could also familarize yourself with other airlines' schedules to get you there the day you want to arrive.

It also occurs to me that you are now holding an illegal ticket, so perhaps you could dispute the entire charge with your credit card company ... my more experienced colleagues can give their opinion here.
 
Likes: besseya
Mar 4, 2015
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#5
Sukanya, If you're having trouble tracking down an email address to write to Travelocity, note that they are now owned by Expedia. Our contact page for them is here:

http://elliott.org/company-contacts/expedia/

Unfortunately, our site recently had an outage and the page above currently shows the state of our contacts as of March 2015, and I know that these contacts have changed significantly since that time in the case of Expedia (see here for some background).

For now, try the info@expedia.com address and perhaps social media. Allow a week and if you don't get a response, I believe the current primary executive contact is now Sarah Gavin (sgavin@expedia.com). Check back to verify and hopefully we will have the contacts page updated soon.

In your correspondence, let them know that you are invoking your right to an Involuntary Refund per article 11.4 of CEAIR's contract, because CEAIR is no longer operating your flight according to schedule, and because of a failure to catch a connecting flight, per articles 3.3.1.3 and 3.3.1.4 of their contract.

http://us.ceair.com/muovc/main/en_US/Static_pages/GeneralConditions.html#11
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#6
Travelocity needs to find you new flights that work. They are your agency. Did you look at schedules to see if you can find other flights on the same airline that work? You may have to consider flying in a day early to make the connection.

You can also tell them since the flight has changed significantly you are legally permitted to cancel for a full refund if that is what you want to do and they should not be charging you a fee. This is the problem you run into when booking through an OTA. Had you booked directly with the airline they would be required to give you a full refund with a change like that.
 
Jan 17, 2015
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#7
You've got some time. Do as Judy and Promal suggest and write to Travelocity and dump it back into their laps to fix. They sold you the tickets, so they are the ones that need to untangle the mess.

If you'd bought the tickets directly from China Eastern, you'd have to do the work yourself, but because you used a travel agency (Travelocity), they're the ones that need to fix it for you, by getting you flights that work for you, or if you're convinced that nothing but a refund will do, getting you that refund. But I would let them fix it for you if at all possible.

Remember, if you cancel now, you'll lose the fees AND you'll have to buy new tickets at a (probably) higher price.

For what it's worth, I've had much better luck working with real travel agencies rather than online ones. Something about having the customer sit there across from you at your desk and wait seems to help motivate.

Many agencies specialize in travel to just a certain country or region, or for a certain group of people, like students or retired people. These specialists are often quite efficient in fixing things like this.
 

jsn55

Verified Member
Dec 26, 2014
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#8
ADVOCATE ADVICE:
  • Book directly with the airlines and hotels.
  • For anything complex, use a REAL travel agent.
  • I know that sometimes you experience substantial savings using an OTA.
  • Decide what that $ savings is worth in time and frustration.
  • If there are problems, you can solve them much more quickly by dealing direct.
  • We just see this over and over and over. So frustrating for the traveller.
 
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Jan 17, 2015
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#9
Judy, I'd agree with you on most of the above, except when you're dealing with going to a country whose language you don't speak. In that case, I've seen travel agents who specialize in that country (and usually speak the language) work miracles when there's a snafu.
 

jsn55

Verified Member
Dec 26, 2014
8,210
8,124
113
San Francisco
#10
Judy, I'd agree with you on most of the above, except when you're dealing with going to a country whose language you don't speak. In that case, I've seen travel agents who specialize in that country (and usually speak the language) work miracles when there's a snafu.
Thank you, my dear, I'm so used to doing it all myself that I forget about the great real TAs out there. I edited my post to include 'real travel agents'. BTW, love your butterscotch sundae cat.
 
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