Expedia promised a full airline ticket refund – but never delivered

Expedia simply says ‘The airline doesn’t want to pay’ even though we had insurance against cancellation

In June I booked a £230 return airline ticket via Expedia for my mother from Stockholm to London. I took out cancellation insurance and did, indeed, have to cancel due to my mother’s medical condition. I sent Expedia a medical certificate and was promised a full refund but have only been sent £56 because, Expedia says, “the airline doesn’t want to pay”. LVF, London

Your contract is with the airline, not the booking agent, but whether the airline wants to pay or not, the insurance company owes you, assuming that your mother’s illness complies with its terms and conditions. Expedia blames “agent error”, a culpability it seemed curiously unable to admit until the press office got involved. It has now refunded the full sum plus the cost of your many phone calls and a magnificent £25 to soothe your feelings.

If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.

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