Madison, Wis. (WKOW) - Kris Risch and her 18 month old son will be staying behind on an important trip. Her family planned to fly to San Francisco in May for a sister's wedding. They booked the tickets on Travelocity last year in September. But just a few weeks ago, they learned that flight had been canceled.
"After probably four hours of being placed on hold and kinda being a ping pong ball between Travelocity and US Airways, they finally told us there was nothing they could do for us ," said Risch.
She says neither the airlines or Travelocity could re-book a new flight at the same price. Kris says Travelocity suggested she ask for a refund.
"We said 'well if there is no other option I guess that's what we have to do," said Risch. "So we requested a refund."
Problem was, back in September her whole family could fly for just over $900. Now, 8 months later, tickets would be more than $1,500. Plus, Travelocity only refunded part of her money. It kept about $60 she spent on travel insurance.
"I don't know why we have to pay travel insurance when we don't have tickets to begin with," said Risch. "I've sent several letters, wrote emails, everything and no body will work with me."
But Travelocity did respond to us. That day, company officials decided to give Kris her full refund. In a statement, a spokesperson said "It is our policy, that if a customer receives a full refund on their ticket due to an unacceptable schedule change, that we will refund the cost of the travel protection."
But in regards to the flight cancellation and the price increase - that's forcing Kris and her son to miss the wedding - that's not its fault.
It said, "Regardless of where an airline ticket is purchased there's always a chance that it could be later canceled by the airline."
Travelocity says Kris should be getting her money back within 7 to 10 business days and as a token of good will, the company also gave Kris' family $150 to use towards a future trip.
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