Calendar An icon of a desk calendar. Cancel An icon of a circle with a diagonal line across. Caret An icon of a block arrow pointing to the right. Email An icon of a paper envelope. Facebook An icon of the Facebook "f" mark. Google An icon of the Google "G" mark. Linked In An icon of the Linked In "in" mark. Logout An icon representing logout. Profile An icon that resembles human head and shoulders. Telephone An icon of a traditional telephone receiver. Tick An icon of a tick mark. Is Public An icon of a human eye and eyelashes. Is Not Public An icon of a human eye and eyelashes with a diagonal line through it. Pause Icon A two-lined pause icon for stopping interactions. Quote Mark A opening quote mark. Quote Mark A closing quote mark. Arrow An icon of an arrow. Folder An icon of a paper folder. Breaking An icon of an exclamation mark on a circular background. Camera An icon of a digital camera. Caret An icon of a caret arrow. Clock An icon of a clock face. Close An icon of the an X shape. Close Icon An icon used to represent where to interact to collapse or dismiss a component Comment An icon of a speech bubble. Comments An icon of a speech bubble, denoting user comments. Ellipsis An icon of 3 horizontal dots. Envelope An icon of a paper envelope. Facebook An icon of a facebook f logo. Camera An icon of a digital camera. Home An icon of a house. Instagram An icon of the Instagram logo. LinkedIn An icon of the LinkedIn logo. Magnifying Glass An icon of a magnifying glass. Search Icon A magnifying glass icon that is used to represent the function of searching. Menu An icon of 3 horizontal lines. Hamburger Menu Icon An icon used to represent a collapsed menu. Next An icon of an arrow pointing to the right. Notice An explanation mark centred inside a circle. Previous An icon of an arrow pointing to the left. Rating An icon of a star. Tag An icon of a tag. Twitter An icon of the Twitter logo. Video Camera An icon of a video camera shape. Speech Bubble Icon A icon displaying a speech bubble WhatsApp An icon of the WhatsApp logo. Information An icon of an information logo. Plus A mathematical 'plus' symbol. Duration An icon indicating Time. Success Tick An icon of a green tick. Success Tick Timeout An icon of a greyed out success tick. Loading Spinner An icon of a loading spinner.

Raw Deal: Refund refused for a flight that never flew

Paul Cox from Sunderland disputed non-payment of his refund via Raw Deal (Paul Vicente /Sunday Post)
Paul Cox from Sunderland disputed non-payment of his refund via Raw Deal (Paul Vicente /Sunday Post)

Paul Cox, from Sunderland, had booked the trip through Expedia and on October 27 last year the Coxes headed across the Atlantic to enjoy a great time in the city that never sleeps.

The same could not be said when they headed back across the Pond. They arrived into London’s Heathrow from New York on November 2, only to discover their onward flight to Newcastle had been cancelled due to fog.

They were transported to Newcastle by bus – getting there some 16 hours after arriving at Heathrow – and were assured they’d get a refund by airline ground staff.

But that is where Paul’s real problems began.

For three months he has been trying to claim a refund for the flight that never flew.

Paul was told by the airline that Expedia would deal with the refund. But Expedia stated the airline needed to authorise any refund before they could act.

Having spoken to Expedia on several occasions, Paul was promised a refund within seven days on all but one of those contacts. The other time he was told he’d have the refund within 24 hours.

None of these promises were ever fulfilled.

Paul thought he’d try speaking to the airline again. But this time all they said was that this was Expedia’s fault and there was no way they’d delay a refund for as long.

So Paul emailed Raw Deal. We contacted Expedia on his behalf and things started moving.

However, not before one final hiccup.

Expedia contacted Paul and went through all his flights with him, ending with the flight from Heathrow to Newcastle.

It was stated that as he had been reconnected to an alternative flight and flew into Newcastle he’d receive no refund.

Paul explained he was offered a flight the following day but this was unacceptable. Due to the number of passengers going to Newcastle a bus would be put on and anyone who transferred by bus would have their flight refunded.

He had to explain this three times before being told the information would be passed on.

Thankfully this prompted the breakthrough.

A spokesperson told us: “Thank you for raising Mr Cox’s issue with us.

“We have investigated this case and would like to sincerely apologise for the delay in issuing Mr Cox’s refund.

“Our customer service team have resolved the issue with Mr Cox’s airline and can confirm that the refund was successfully processed along with a gesture of goodwill from Expedia.”

A delighted Paul said: “Thanks to your intervention, Expedia contacted me to say they now had confirmation that I did not take the flight.

“Along with my refund they are also issuing me with a £100 Expedia voucher towards any future trips.

“Once again thanks for your help. You do a great job.”


Big-name airlines slated for dodging flight delay pay-outs

Christmas holiday booking nightmare finally ends as single mum Chris gets flights refund