My Nonprofit Reviews

We bought $4,722 of plane tickets to Portugal January 25, 2020 for a June 23rd family trip. We very were excited, but as the pandemic grew, became nervous about whether the flight would happen, and then what about our fares?

Though the flight had been cancelled, Ovago, our travel agency with which we booked our flights, only notified us after our contacting them. This did not bode well for us. Our concern about the money and tickets grew as they became more evasive, never followed through on any of their promises for information or resolution.

After over a month of calling to get information and hoping our credit card company would judge Ovago's dodge of responsibility for refunding our tickets, even though its website promised a full refund for airline-cancelled tickets, we disputed the charge. After over 2 months and many hours of gathering and forwarding information to Capital One, they said their hands were tied by Federal Department of Transportation regulations and denied our dispute.

I wrote the Washington State Attorney General's Consumer Protection Division to file a complaint. After a month, it responded that its hands were tied because Ovago did not respond.

Ovago set up a portal for Covid related refund requests. Though I suspected that would go nowhere, I applied.

Finally, I saw an article by Elliott Advocacy in the Seattle Times. The traveler's situation and its resolution was similar to our situation and so heartening. I completed Elliott's form and sent our information to them January 13. January 18th, Ovago wrote to say they were going to send us a full refund. What?!! After all this? I don't know what shook this loose; Elliot's contact, Ovago's portal, the Washington AG, a combination of all 3?

But then Ovago started its familiar pattern of promising to send the money, and when it didn't happen, making a new promise. Fortunately, for the first time, we had an email chain from Ovago which Elliott suggested we keep, which I forwarded it to Michelle, Elliott's Executive Director. She forwarded it to Ovago and finally, we received our money in our bank today!

I am so grateful for Michelle's and other's work on our behalf and the reputation Elliott Advocacy has. I couldn't be happier. Thank you.

Daniel Quinn-Shea