Estimated read time: 2-3 minutes
- A Utah couple faced rebooking issues with British Airways via Expedia.
- They missed their flight due to lack of notification about changes.
- Expedia confirmed a $1,300 refund after KSL Investigators intervened.
WEST JORDAN — As honeymoons go, it's awfully hard to beat Greece. Camille and Seth Losser will tell you that. Well, except for the "getting there" part.
"From here to there, they decided to change up the airlines on us," Seth Losser said.
The couple booked their honeymoon trip on Expedia. But when they showed up on time at Salt Lake City International, uh oh!
"She couldn't check in," Seth Losser said about Camille Losser's attempts to get boarding passes.
It turned out that somehow, they got rebooked on a different flight on a different airline and at a different time. In fact, their new flight departed just as they arrived at the airport.
Rebooked without notice
The couple say they didn't receive any calls, emails, or text messages from the airline or from the travel agency. It led to a messy and expensive domino effect of booking and rebooking. They did eventually make it to Greece, but they wound up paying British Airways for a flight they couldn't possibly make.
So, they called Expedia.
"They said it was British Airways' fault," Camille Losser said. "British Airways changed the flight – didn't let them know, didn't let us know."
When the couple contacted British Airways, they say they were told they needed to go through Expedia for their refund.
"These guys just didn't want to take any of the blame," Seth Losser said.
Tired of the finger-pointing, they decided to call the KSL Investigators.
"If we would have known that it was that early, we would have planned accordingly," Seth Losser said.
The KSL Investigators contacted both Expedia and British Airways on the couple's behalf. We didn't hear back from the airline, but after some back-and-forth, we got a happy response from Expedia.
A spokesperson didn't explain how the Lossers were not notified of the rebooking but they wrote, "We reached out to British Airways on the couple's behalf and confirmed they were issued a refund."
And indeed, the Lossers confirmed they were refunded $1,300 for the tickets. Though it might not make up for the lost time.
"We got there a day late to our honeymoon," Seth Losser said.
What you should know
Airlines sometimes change flight times, aircraft, or routes due to operational needs, weather, or cancellations. They might even rebook you on a different airline. While they're supposed to notify passengers, that might not always happen if the flight is booked through a third-party travel agency. So, travel experts advise flyers to keep track of their flights directly on the airline's app.
