Travel questions relating to a death
Discussion
As some of you may have seen on a couple of other posts, my father suddenly died this week, natural causes. I am starting to go through some things and two items related to travel have come up that perhaps someone has some experience on.
1) He had just booked a flight with a well known UK travel/flight agency to fly business class on Royal Brunei Airlines from LHR to MEL. He paid with his debit card. I called Royal Brunei Airlines and they told me he booked via the agency and I would have to go through them. I called the agency to tell them the flight needed to be cancelled and is a refund in order. Apparently not, only taxes and fees. The ticket did not include options like changing dates or cancellation. I don't have the T&Cs available to me, but does this sound legit? I don't know if he has taken out travel insurance at the moment to see if that includes a refund in the event of a death.
2) He was a Booking.com host. I spent a good hour trying to contact Booking.com and discuss the procedure to close his account. The call centre operative was clueless and simply couldn't help, would not put me through to a supervisor or manager and when I asked what is Booking.coms policy for host deaths, she said they don't have one! I had to hang up in frustration. I tried the customer service email but they have simply not grasped what I am telling them and tell me to log into my host account and send and message! Duh. Anyone know anyone who's got through this or has a reliable contact number or email or mailing address I can use?
1) He had just booked a flight with a well known UK travel/flight agency to fly business class on Royal Brunei Airlines from LHR to MEL. He paid with his debit card. I called Royal Brunei Airlines and they told me he booked via the agency and I would have to go through them. I called the agency to tell them the flight needed to be cancelled and is a refund in order. Apparently not, only taxes and fees. The ticket did not include options like changing dates or cancellation. I don't have the T&Cs available to me, but does this sound legit? I don't know if he has taken out travel insurance at the moment to see if that includes a refund in the event of a death.
2) He was a Booking.com host. I spent a good hour trying to contact Booking.com and discuss the procedure to close his account. The call centre operative was clueless and simply couldn't help, would not put me through to a supervisor or manager and when I asked what is Booking.coms policy for host deaths, she said they don't have one! I had to hang up in frustration. I tried the customer service email but they have simply not grasped what I am telling them and tell me to log into my host account and send and message! Duh. Anyone know anyone who's got through this or has a reliable contact number or email or mailing address I can use?
1) I think taxes and the like are refundable but the actual ticket cost normally isn’t - that being down to Travel Insurance to claim on ?
However I would email them formally and tell them the exact circumstances then see.
2) If you cannot get through to customer services then try emailing their CEO.
Tell him the circumstances and your distress and ask his executive team to look into -
glenn.fogel@bookingholdings.com glenn.fogel@booking.com.
Hopefully one of those email addresses will work !
However I would email them formally and tell them the exact circumstances then see.
2) If you cannot get through to customer services then try emailing their CEO.
Tell him the circumstances and your distress and ask his executive team to look into -
glenn.fogel@bookingholdings.com glenn.fogel@booking.com.
Hopefully one of those email addresses will work !
For 2) one to try is calling back/contacting them on social media and ask to be put through to their bereavement service. If they have one they should know how to help - and if they don't the person on the front line will often just side-step and just escallate your call.
Front line customer service staff are often given a script and forced to stick to it so even if they want to help you, you need to give them an approved reason to escallate/pass you on.
In general we found bereavement services at companies to be very good - once you knew to ask for them/got past the helpdesk slaves.
Front line customer service staff are often given a script and forced to stick to it so even if they want to help you, you need to give them an approved reason to escallate/pass you on.
In general we found bereavement services at companies to be very good - once you knew to ask for them/got past the helpdesk slaves.
Sorry to hear about your dad.
Most airlines will have a grace and favour policy regarding death of travellers. Often they will extend this to anyone else in the group too but IIRC it does depend on their relationship etc I presume in this case its just 1 ticket. Sometimes they might issue credit or allow a non flex ticket to become a full flex. IYSWIM.
Usually they ask for a death certificate and will give a full refund. However your only issue might be the flight was not booked direct. So might be more difficult.
In that case, then yes normally upon cancellation of a non flex ticket you are only due any unpaid taxes.
Most airlines will have a grace and favour policy regarding death of travellers. Often they will extend this to anyone else in the group too but IIRC it does depend on their relationship etc I presume in this case its just 1 ticket. Sometimes they might issue credit or allow a non flex ticket to become a full flex. IYSWIM.
Usually they ask for a death certificate and will give a full refund. However your only issue might be the flight was not booked direct. So might be more difficult.
In that case, then yes normally upon cancellation of a non flex ticket you are only due any unpaid taxes.
Update
1) An email from RBA says the ticket is refundable. This was sent to the travel agent and they will get in touch and we need to send a death cert. Fingers crossed.
2) Thanks for the CEO email info. That seems to have got their attention. A head office rep from Amsterdam called for more details. They’re still very hung up on security and don’t appear to have a process for this sort of think. More comms to follow with them. They’d better get their act together because pre-booked guests arrived today per the neighbour and were turned away. Even giving them the actual address they seem to struggle and have asked for the property name but I have no idea what that is.
1) An email from RBA says the ticket is refundable. This was sent to the travel agent and they will get in touch and we need to send a death cert. Fingers crossed.
2) Thanks for the CEO email info. That seems to have got their attention. A head office rep from Amsterdam called for more details. They’re still very hung up on security and don’t appear to have a process for this sort of think. More comms to follow with them. They’d better get their act together because pre-booked guests arrived today per the neighbour and were turned away. Even giving them the actual address they seem to struggle and have asked for the property name but I have no idea what that is.
Can you find the property on Bookings site if you do a search? Use the map.
Do you have access to the computer / log in info? If yes, then there is usually a way to cancel bookings if you go into each booking.
I would say as guests are being turned away then booking.com will get to know about this problem very soon!! And I expect his account will then be closed and all bookings cancelled. But would be better for customers given the time of year to know asap. IYSWIm
Do you have access to the computer / log in info? If yes, then there is usually a way to cancel bookings if you go into each booking.
I would say as guests are being turned away then booking.com will get to know about this problem very soon!! And I expect his account will then be closed and all bookings cancelled. But would be better for customers given the time of year to know asap. IYSWIm
Sorry for your loss.
In general, the bereavement services folks have rather more ability and latitude to act than the usual front line response who just follow the script.
I had an unpleasant day making many many phone calls to people following the loss of my father and I only snapped at one person who absolutely insisted on speaking to the account holder.
“You cannot I’m afraid. Ever again. This is why I’m calling. Shall we try again?”
In general, the bereavement services folks have rather more ability and latitude to act than the usual front line response who just follow the script.
I had an unpleasant day making many many phone calls to people following the loss of my father and I only snapped at one person who absolutely insisted on speaking to the account holder.
“You cannot I’m afraid. Ever again. This is why I’m calling. Shall we try again?”
When my dad was alive I found that for most institutions trying to use a Lasting Power of Attorney a painful and drawn out affair which was usually short circuited by getting my dad to at least speak to them confirm his existence and consent.
When my dad died I found the bereavement teams of the companies and institutions to be quite helpful and efficient and so much so that I sometimes feel tempted to contact that team to resolve my own issues with those companies.
In dealing with my dads affairs I found that having access to his email and mobile phone was essential as in this day age there is no paper trail to even know what needs dealing with.
When my dad died I found the bereavement teams of the companies and institutions to be quite helpful and efficient and so much so that I sometimes feel tempted to contact that team to resolve my own issues with those companies.
In dealing with my dads affairs I found that having access to his email and mobile phone was essential as in this day age there is no paper trail to even know what needs dealing with.
Gassing Station | Holidays & Travel | Top of Page | What's New | My Stuff