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Advice if at all possible please. In May I booked RJA flights from FCO to CMB through Expedia departing December 28; it`s a convoluted route but was very cheap. There have been multiple flight changes over the last 6 months and my booking is now showing as non existent with RJA and Expedia has told me that my account has been “flagged” – there is no possibility that there is anything wrong with it from my side. Expedia has told me to contact them in 72 hours time.
Other than never doing this again, which is already a certainty, does anyone have any suggestions or experience of these issues please?
Have you accepted the flight changes as they have occurred and/or made permitted changes on notification of those flight changes? Although people here sometimes advise holding off accepting changes to maximise the advantages conferred by a change, it’s generally terrible advice as it can lead to cancellations. I would speak to RJ to see if they can tell you what has happened to the booking – whether it has been cancelled and if so, by whom. Obviously you need to speak to Expedia urgently and if you get fobbed off keep escalating it, almost hourly until writing to their US head office given that your departure is next week.
This is excellent, thank you JDB. Yes, I responded to the most recent option of flight change that I was offered and shall take your advice and become increasingly proactive. Thank you for your time.
This has just arrived – they haven`t emailed or called as stated. I have hotels and transport in Sri Lanka booked, of course but cancellations would not cost me a fortune.
What can I reasonably expect from Expedia here? Should I be following up with RJ? Is it their responsibility to rearrange my flights? Thank you, I’m a bit lost now……..
We wanted to follow up about a recent change Royal Jordanian made to your itinerary. Unfortunately, your flight from Colombo to Rome is no longer available. We apologize for this change in plans; sometimes airlines have to adjust bookings unexpectedly.
We’ve reached out a few times over email, and to the phone number you included in your account, to help with an alternate arrangement.
We can help you find another flight, or if you like, you can cancel your booking. Please give us a call at 0203 564 0872 or +44 (0) 203 564 0872 from outside the UK. You can reach us 24 hours a day, 7 days a week.
Please accept our apologies on behalf of Royal Jordanian for the change to your original flight. We know life is busy and want to help sort out your travel plans after this unexpected change.
Sincerely,
Expedia Travel Team
As you have discovered, interposing Expedia creates some difficulties however, all is not lost as you do have EC261 rights (not UK261) and Expedia acting as an agent may actually assist you in enforcing those rights, ie pressing RJ to reroute you. You need to check what reasonable options have availability and propose them to Expedia. Initially try calling the numbers they have given but if you get a load of nonsense, ask them to escalate internally and simultaneously write to the CEO’s office (Peter Kern) and the Head of Operations (David McAughan) in a proper letter format by email to pkern and damcaughan bkth at expediagroup.com
It’s worth mentioning that you book with a big name rather than cheaper/lesser agents precisely because you expect them to offer customers support if anything goes wrong as it has here and you expect them to use their market power to ensure airlines and hotels treat Expedia companies properly. Obviously you need to reference Expedia’s apparent failure to date to advise you of your EC261 rights which they should be helping you to enforce.
Once properly pressed, I think you will find them very helpful.
Thank you so much, once again, for these sage words JDB. I have decided to learn from my mistake, have taken a refund and booked QR flights with a couple of hours in Doha each way which gives me an extra day in Sri Lanka and 560 tier points for a few hundred pounds more. There are times when life is too short but I greatly appreciate your input.
Thank you so much, once again, for these sage words JDB. I have decided to learn from my mistake, have taken a refund and booked QR flights with a couple of hours in Doha each way which gives me an extra day in Sri Lanka and 560 tier points for a few hundred pounds more. There are times when life is too short but I greatly appreciate your input.
Sometimes cutting your losses and taking a refund is the best option. Have a great trip!
Indeed….at my age it was starting to become very dull! Thanks again – your observations were a huge help.
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