Tour operator hijacked our refund Earlier this year, I booked a stay in St. Maarten for my 45th anniversary. The hotel agreed to credit us $887, which it sent to US Airways Vacations. The lack of cooperation from US Airways customer relations is making us regret that we ever heard of US Airways Vacations. [...] the way it’s handling this complaint — or should I say, not handling it — leaves me wondering what is going to happen when American Airlines and US Airways complete their merger. If this is the way they’ll treat passengers after the merger, it may be time for my wife and me to find a new airline. The policy notes that some vacation components are nonrefundable and that your right to a refund “is limited if changes are made to travel plans, travel dates, hotels, hotel categories, hotel configurations, changes in origination or destination.” In other words, it’s possible that even though Sonesta agreed to refund you $887, US Airways Vacations’ refund rules prohibited the return of the money. Technically, US Airways Vacations would have been within its rights to keep the money. Regarding the merger between American and US Airways, I, too, am skeptical of the “benefits” the airline promised. Interestingly, while this merger may reduce competition and drive ticket prices higher, it is one of the smoothest corporate combinations I’ve seen in recent history.

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