Search Travel Market Report

cruise planners
ALG Sponsored
ALG Sponsored
mainlogo
www.travelmarketreport.com
  • News
  • Tours & Packages
  • Cruise
  • Hotels & Resorts
  • Destinations
  • Retail Strategies
  • Niche & Luxury
  • Well-Being Travel
  • Training & Events
  • Who We Are
    • Anne Marie Moebes
    • Brian Israel
    • Dan McCarthy
    • Denise Caiazzo
    • Marilee Crocker
    • Paul M. Ruden
    • Dori Saltzman
ALG sponsored
Great to Share with Your Clients

OTAs Rack Up Complaints over COVID-19 Travel Cancellations

by Jessica Montevago / March 08, 2021
OTAs Rack Up Complaints over COVID-19 Travel Cancellations

OTAs, including Expedia, CheapoAir, and JustFly, received 14,604 complaints from January to December 2020. Photo: http://ii.studio//Shutterstock.com. 


As millions of travel plans have had to be canceled, consumers have had the added problem of trying to secure refunds through online travel agencies (OTA).

Those who made a reservation through a third-party site, including online travel agencies (OTAs) like Expedia or Priceline, are finding just how difficult it can be to get their cash back.

This is evident in the upswing in consumers lodging formal complaints with the U.S. Department of Transportation. OTAs, including Expedia, CheapoAir, and JustFly, received 14,604 complaints from January to December 2020. Of those, 94% were about obtaining refunds for unused or lost tickets, fare adjustments, or bankruptcies.

Expedia, which received the most complaints in December 2020, was the subject of a class-action lawsuit for refusing refunds for flights canceled over the coronavirus outbreak last year.

The data was published in last month’s Air Travel Consumer Report, which contains information about the number of complaints. Overall, the DOT received 102,550 complaints against airlines, travel agencies, and tour operators last year, compared with 15,342 in 2019 – an increase of more than 500%.

Daniel Mahoney filed a lawsuit in July against Expedia, claiming the travel booking service violated the Washington Consumer Protection Act by refusing to refund the price of his airline ticket.

"Despite its role as middleman or broker in its customers’ purchase of air travel on these airlines, Expedia did not intervene or take steps to ensure that its customers were given the right to receive a refund on pandemic canceled flights," the lawsuit reads.

This underscores why travel advisors are the unsung heroes of the pandemic, who fought on behalf of their clients to secure those refunds, spending hours on hold to do so. It’s also why travel advisors are going to be in higher demand as travel recovers. Consumers burned are going to make sure they have an advocate on their behalf, and time and time again, advisors have proved they’re the ones to so do.

Consumer Reports has urged new DOT officials, headed by Secretary Pete Buttigieg, to better protect consumers in regards to refund policies.

“The administration should strengthen and expand existing DOT rules on passenger flight refunds, particularly during 'force majeure' situations such as a global pandemic,” Consumer Reports said in a letter to the agency last month. “In addition, the DOT must vigorously enforce these refund regulations with US airlines, foreign airlines, and other ticket sellers, including resolving outstanding claims that have not been settled, in some cases since March 2020.”

  106
  0
ALG Sponsored

MOST VIEWED

Brought To You By
  1. European Union Will Drop Its Mask Mandate for Travel Next Week
  2. 5 Client Types You Can Immediately Disqualify for a Virgin Voyages Cruise
  3. CDC Moves Four Destinations Into “High” Risk COVID-19 Level
  4. Trivago Hit With Massive Fine from Australian Federal Court Because of “Misleading” Conduct
  5. How Is the War in Ukraine Affecting the European River Cruise 2022 Season?
  6. American Express Confirms End to its Franchise Program

MOST EMAILED

Brought To You By
  1. European Union Will Drop Its Mask Mandate for Travel Next Week
  2. Japan Could Reopen to North Americans Next Month
  3. Japan Confirms Plan to Start Its Travel Reopening This Month
  4. 5 Client Types You Can Immediately Disqualify for a Virgin Voyages Cruise
  5. CDC Moves Four Destinations Into “High” Risk COVID-19 Level
  6. Greece’s Vaccination Requirement for Inbound Travelers Ends Next Week
ALG sponsored
TMR Subscription

Subscribe today to receive daily in-depth coverage, analysis of industry news, trends and issues that affect how you do business. Subscribe now for free.

Subscribe to TMR

TMR Recommendations
Daniel Zim
Zim Travel Law, PLLC. Demystifying Complexity with Down to Earth Advice. Attorney Advertising.
hbar
Rodney Gould
Rodney E. Gould concentrates in travel and tour-operator litigation and regularly counsels travel-related entities worldwide.
hbar
Tom Carpenter
Carpenter Law Office - Representing clients in the travel and tourism industries. Attorney Advertising.
hbar
Top Stories
Travel A.L.L.I.E.S. Society Launches Advisor Mentorship Program
Travel A.L.L.I.E.S. Society Launches Advisor Mentorship Program

The six-month program is designed to develop, promote and inspire young travel professionals.

Read...
MasterAdvisor 51: What's Trending In The Cruise Industry?
MasterAdvisor 51: What's Trending In The Cruise Industry?

What are clients asking about before they sail away?

Read...
ASTA’s Legislative Day Is Just Weeks Away
ASTA’s Legislative Day Is Just Weeks Away

Scholarships are still available for U.S. advisors interested in attending in D.C. next month. 

Read...
More Consumers Interested in Travel Insurance than Pre-Pandemic
More Consumers Interested in Travel Insurance than Pre-Pandemic

Online searches for travel insurance have increased by 70% since 2019.

Read...
ALG Vacations Shows Its Amped-Up Appreciation to Travel Advisors
ALG Vacations Shows Its Amped-Up Appreciation to Travel Advisors

For the entire month of May during Travel Advisor Appreciation Month, ALG Vacations® is showing its appreciation to its travel advisor partners with “amped-up gratitude.”

Read...
Headquarter Happenings: Avenue Two Travel's First-Ever Collective
Headquarter Happenings: Avenue Two Travel's First-Ever Collective

“We have long dreamed about hosting an event like this. It's so incredible to think the dream has come true on the heels of some of the most devastating times of our lifetimes." 

Read...
TMR Outlooks
Multi-Gen Outlook
Distribution Outlook (1)
New to Cruise Outlook
Expedition 2020
Wellness Outlook
River Cruise Outlook 2019
View All
Advertiser's Voice
https://img.youtube.com/vi/87ira8MA_b8/0.jpg
MasterAdvisor: What's Trending in the Cruise Industry?
About Travel Market Report Mission Editorial Staff Advisory Board Advertise
TMR Resources Webinars Calendar of Events
Subscribe to TMR
Select Language
Do You Have an Idea Email
editor@travelmarketreport.com
Give Us a Call
1-(516) 730-3097
Drop Us a Note
Travel Market Report
71 Audrey Ave, Oyster Bay, NY 11771
News|Leisure Travel|Land Vacations|Cruise|Canada Retail Strategies|Well-Being|Luxury|Training
© 2005 - 2022 Travel Market Report, an American Marketing Group Inc. Company All Rights Reserved | 243 South Street, Oyster Bay, NY, 11771 USA | Telephone (516) 730-3097| Terms and Conditions
Cookie Policy Privacy Policy