Her brother was on his deathbed. Should Expedia refund her flight?

Illustration by Dustin Elliott

Brenda Stopay rushes home from a cruise after learning her brother is critically ill, but a booking error caused her to miss her flight. Despite months of back-and-forth between Orbitz and Aer Lingus — including submitting her brother’s death certificate repeatedly — neither company will approve her $715 refund. Can she cut through the red tape and get a resolution?

Question

I was on a 16-night cruise when my niece called to say my brother was dying. I booked a flight home through Orbitz but accidentally chose the wrong airport. By the time I reached the correct airport, my Aer Lingus flight had left. I panicked and rebooked for the next day, but missed precious days with my brother before he passed.

Since December, I’ve been trapped in a loop: Aer Lingus says Orbitz must issue the refund, while Orbitz claims Aer Lingus needs to approve it. I’ve sent my brother’s death certificate five times, but Orbitz keeps asking for “clearer” copies or more documents. Aer Lingus finally told me Orbitz must handle it, but Orbitz still won’t do anything.

All I want is a final answer — or the $715 refund — after five months of stress during my grief. What can I do? — Brenda Stopay, Northampton, Pa.

Answer