Road Scholar downgrades traveler from business to economy

While booking Maureen Kelleher on a different airline, British Airways also downgraded her. Is she entitled to a refund?

  • By Wire Service
  • Saturday, May 11, 2024 1:30am
  • Life

Q: I just completed a Road Scholar trip to Egypt, but on the trip home, British Airways canceled my flight four hours before its scheduled departure. My ticket on British Airways was in business class, but British Airways rebooked me on Egyptair in a leftover seat at the back of the plane in economy class. The ticket cost British Airways $416.

I spent $3,000 on business-class airfare. I’d like to get a refund for the fare difference. But so far, both Road Scholar and British Airways have refused. Can you help?

— Maureen Kelleher, Simsbury, Connecticut

A: Flight cancellations happen. But when they do, you should receive a refund for your downgrade from business class to economy.

British Airways’ general conditions of carriage — the legal agreement between you and the airline — addresses a change of schedule like the one you experienced. It explicitly says that you will get a refund when there is a fare difference and you use the ticket. Road Scholar’s terms and conditions don’t address an involuntary downgrade like the one you suffered.

There are also Department of Transportation rules that have to be followed. It says that you’re entitled to a refund if you’re involuntarily moved to a lower class of service. For example, if you buy a first-class ticket and get downgraded to economy class because of an aircraft change, the airline must refund the fare difference. If your flight had originated in the United States, DOT rules would have applied.

I think you have a strong case for a refund. So, what’s going on here? I reviewed the paper trail between you and Road Scholar. Since the tour operator had booked your flights, it was responsible for getting you your refund, so you went to the right place. But after four months, you weren’t getting anywhere. It was time to call my advocacy team.

I could see no reason for the delay in your refund. In fact, two other members of your party had already filed successful credit card disputes to recover their money. By the way, I don’t recommend doing that as a first step to recovering your money. It’s always better to ask the company for a refund first. You can find the executive contacts for Road Scholar on my consumer advocacy site, Elliott.org.

I contacted Road Scholar on your behalf. A representative responded to me shortly after that.

“I’m happy to report that we have resolved the situation with Maureen and are issuing her a refund,” she said. “Her previous complaints had gotten caught up in the wrong department. Thanks for the nudge to escalate so we could get her talking to the right people to resolve her issue.”

Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help.

Talk to us

> Give us your news tips.

> Send us a letter to the editor.

> More Herald contact information.

More in Life

Everett P. Fog, 15, in front of an Everett mural along Colby Avenue on Wednesday, Jan. 22, 2025 in Everett, Washington. (Olivia Vanni / The Herald)
Hello, Everett! No escape when your name is same as the town

Everett P. Fog, 15, sees and hears his first name wherever he goes. His middle name is also epic.

Jared Meads takes a breath after dunking in an ice bath in his back yard while his son Fallen, 5, reads off the water temperature on Tuesday, Oct. 15, 2024 in Everett, Washington. (Olivia Vanni / The Herald)
Chill out: Dive into the cold plunge craze

Plungers say they get mental clarity and relief for ails in icy water in tubs, troughs and clubs.

Schack exhibit to highlight Camano Island watercolorists

“Four Decades of Friendship: John Ebner & John Ringen” will be on display Jan. 16 through Feb. 9.

XRT Trim Adds Rugged Features Designed For Light Off-Roading
Hyundai Introduces Smarter, More Capable Tucson Compact SUV For 2025

Innovative New Convenience And Safety Features Add Value

Sequoia photo provided by Toyota USA Newsroom
If Big Is Better, 2024 Toyota Sequoia Is Best

4WD Pro Hybrid With 3-Rows Elevates Full-Size

2025 Toyota Land Cruiser (Provided by Toyota).
2025 Toyota Land Cruiser revives its roots

After a 3-year hiatus, the go-anywhere SUV returns with a more adventurous vibe.

Enjoy the wilderness in the CX-50. Photo provided by Mazda USA Newsroom
2025 Mazda CX-50 Adds Hybrid Capability to Turbo Options

Line-Up Receives More Robust List Of Standard Equipment

Practical And Functional bZ4X basks in sunshine. Photo provided by Toyota Newsroom.
2024 bZ4X Puts Toyota Twist On All-Electric SUV’s

Modern Styling, Tech & All-Wheel Drive Highlight

Photo provided by Mazda USA Newsroom
2025 Mazda3 Turbo Premium Plus Hatch Delivers Value

Plus Functionality of AWD And G-Vectoring

2025 Mazda CX-90 Turbo SUV (Provided by Mazda)
2025 CX-90 Turbo models get Mazda’s most powerful engine

Mazda’s largest-ever SUV is equipped to handle the weight, with fuel efficiency kept in check.

Provided by Bridges Pets, Gifts, & Water Gardens.
Discover where to find the best pet supplies in town

Need the perfect store to spoil your furry friends? Herald readers have you covered.

VW Jetta SEL is a sedan that passes for a coupe. Photo provided by Volkswagen U.S. Media.
2025 VW Jetta Offers Greater Refinement, Technology And Value

A Perfect Choice For Small Families And Commuters

Support local journalism

If you value local news, make a gift now to support the trusted journalism you get in The Daily Herald. Donations processed in this system are not tax deductible.