Expert: Roberto Gomes - 5/19/2008

Question
Due to an unfortunate incident, 6 airline tickets were urgently required.  Travelspan, a travel agency in Richmond Hill, NY, advised that they were not able to book the required tickets except first class and restricted dates.  Due to the circumstances, the passengers booked the available flights.  Passengers then became aware of non-restricted flights available on Expedia.  The travel agency has advised that there is a $100.00 / ticket cancellation policy and the refund can only be applied towards future travel for same person/destination.  Difference in cost is over $3600 and unnecessary length of stay.  Tickets were booked on Delta on 05/17 and attempt to cancel 05/19.  Agency was not open on 05/18.

Please advise if there is anything the passengers can do regarding travel agency policy.

Answer
Dear Nirmala,

The initial conditions set for the tickets are the ones that applies in this case. By conditions, I mean all the fare regulations and restrictions involved in ticket purchase.

You'll need to check those regulations (maybe the fare it is not a full first class fare)since they are referred to the airline's policy and not the travel agency's policy.

Best Regards,
R. Gomes