Expedia.com Complaint - Caveat Needed For Expedia Airfare Credit
CALIFORNIA -- I'm currently going back and forth with Expedia regarding how a credit for airfare with Mexicana Airlines can be used.
If you purchase airfare through Expedia, airfare may be issued for your travel route by an "issuing airline". This means that one airline is paid for booking your whole route even if more than one carrier is used.
(Example:Flight booked by Mexicana to Cabo San Lucas from U.S. city. Return flight from Cabo San Lucas is on U.S. Airways to U.S. city) Mexicana is the "issuing airline".
If you cancel your airfare, you will receive a credit with Mexicana Airlines. Mexicana Airlines only flys to Mexico and South America. If you want to fly anywhere within the U.S. you are told you can not. That even though Mexicana may have booked your flight home on a partner carrier airline, your credit is only good where they (Mexicana) fly.
When you purchase travel through Expedia, be very careful about who is the "issuing/ticketing airline". If you want flexibility where you are able to use your airline credit.
Expedia needs to explain this in simple, clear terms so customers understand they will be restricted in where their credit is used. Their current policy does not explain this clearly. Most customers, I believe, like myself think they will get an airline credit to be used to buy another airline ticket. That they will not be restricted to where their "issuing airline" flys.
I contacted Expedia Corporate Offices and received a call regarding this. I was first told by Expedia that the problem was with Mexicana rules and regulations and Expedia could do nothing. After much discussion, I was told Expedia would contact Mexicana to see what they could do.
All I have asked is that Mexicana use my credit to book me a flight on one of their partner carriers, as they did for the second leg of my trip to Cabo. Only, this time I want a flight from a U.S. city to Washington, D.C.. Mexicana says they can't because they can't book a trip within the U.S.
This is a very sutble and hidden rule that will possibly not allow me to use $800 in airfare credit to my preferred destination. I'm hoping that Expedia will do the right thing, along with their partnered Mexicana Airlines. I don't think it is right, to set a system up that puts customers in a position to have to fly to somewhere they do not want to fly. My family decided not to go to Mexico because of many negative comments we received about our vacation destination. We also will not be planning another trip to the area within the next required 12 months you get to use your airline credit.
I will repost when I know how this is resolved, or if it isn't.