DEAR TRAVEL TROUBLESHOOTER: Earlier than the pandemic, I booked a Hawaii cruise for my daughter and myself on Norwegian Cruise Line. Once I checked in for my outbound flight on United Airways, an airline consultant instructed me that NCL had not paid for my ticket.
I bought a one-way ticket to make my connection. On the ship, I checked with visitor relations, they usually assured me that all the pieces was right for my return flight. However once more, after I went to board my return flight, they mentioned my ticket was not paid.
My daughter bought my return flight ticket utilizing her bank card. I’ve requested NCL for proof of fee to United Airways on three separate events. A United Airways consultant mentioned I couldn’t get a refund for my new tickets as a result of I had used them.
Are you able to assist me? I’d like a refund of $2,557 from both NCL or United Airways.
— Ruby Tyson, Richmond Heights, Ohio
ANSWER: NCL ought to have paid in your flights. And since this occurred just a few months earlier than the pandemic began, there’s no excuse for this oversight.
Right here’s what ought to have occurred: Whenever you let visitor relations learn about your flight issues, a consultant ought to have helped you. NCL ought to have refunded you for the additional flight instantly, however extra importantly, ensured that you just had a confirmed flight again dwelling. It did neither.
I reviewed the correspondence between you, the cruise line and your journey advisor. It painstakingly particulars the months you spent making an attempt to resolve this. You went by means of all of the channels and nonetheless got here up empty-handed. A part of the explanation: Shortly after your cruise, the pandemic began. It decimated not simply the cruise business but in addition airways and journey brokers. Nobody was prepared that will help you.
The strangest a part of this case is that you just had what gave the impression to be a paid ticket. United Airways couldn’t affirm that the ticket hadn’t been paid, leaving your journey advisor and NCL to hash it out. They weren’t making progress.
I beneficial that you just enchantment your case to somebody increased up at United. I record the names, numbers and e-mail addresses of key United Airways executives on my client advocacy web site at www.elliott.org/company-contacts/united-airlines/.
After a number of emails to the executives, you reported that United contacted you to apologize for the confusion. The airline issued a full refund.