N12 Travel Boston Sunday Globe AUGUST 23, 2020 The Concierge TIPS FOR TOURING HERE AND ABROAD

TROUBLESHOOTER David Josef was Hawaiian supposed to be Airlines canceled in Italy right my flight but it now, but he’s won’t give me a making masks refund. instead Why not?

By Christopher Elliott rules for ticket refunds. altham-based fashion designer extraordinaire GLOBE CORRESPONDENT Agent after agent repeated David Josef has always incorporated philanthropy Q. Hawaiian Airlines can- the same line: “We can’t re- into his work, but the COVID-19 pandemic has led celed my flight from San Jo- fund your ticket, but we’ll him to take that segment of his business to a new se, Calif., to Honolulu in give you a credit.” level through his creation of unique, often se- June. The airline rebooked Iunderstandwhyair- quin-embellishedW face masks. The Providence native has swapped me on another flight to a lines want to keep your out wedding dresses and ball gowns for face coverings he donates different airport at a differ- money at a time like this. to hospitals, nursing homes, and first responders. He also sells ent time. I spoke with an But rules are rules. And you masks to customers, who he said can’t get enough of his Ruth Bad- agent, who confirmed the know that if the tables were er Ginsberg design, or his seemingly innocent floral pattern that, change, but said the airline turned and you were asking upon closer inspection, has verbiage warning people (in very direct could not refund my money. for an exception to the language) to keep their distance. “I remember the day everything Instead, Hawaiian Airlines rules, most airlines came to a halt: March 15. In one day I received 25 texts/e-mails offered a travel credit I wouldn’t hesitate to say from clients saying their events had been canceled,” said Josef, 62. could use until 2022. I de- “no.” They can’t have it both “I didn’t see things going in this direction, but this is [where we clined the change and re- ways. are], and we’re having a blast making the masks. Let’s face it, they quested a refund. Ipublishthenames, are the must-have fashion accessory.” Josef creates the masks with Doesn’t the Department numbers, and e-mail ad- his husband, Daniel Forrester (“It’s a real team effort,” he main- of Transportation require a dresses of Hawaiian’s execu- tained), with whom he lives in Waltham. We caught up with Josef refund if a flight is can- tives on my consumer advo- (near right, with Forrester) to talk about all things travel. celed? If so, can you help me get my $268 back? Favorite vacation destination? meetings, etc., regarding my designs. That was back in the day of DOREEN SHEW, Doesn’t the DOT Being a moon child and a big queen, I have different places in the Delta shuttle. I was a very nervous flyer [and] found that El Cerrito, Calif. require a refund the world that I love (depending on my mood). When I need to looking out the window was soothing. Now, or shall I say before stop, relax, and rejuvenate, it’s Nantucket. When it’s going to be a the pandemic, I would be on planes once a month going here and A. Yes, the Department of if a flight is lovely two-week vacation, my favorite place is Paris. But New York there and everywhere for my work. It’s amazing how our bodies Transportation (DOT) re- City gives me everything I need. I can hibernate in a hotel room, become used to any situation. Now I sleep through every takeoff. quires that airlines refund a canceled? fabric shop, and see all of my friends and their Broadway shows. ticket when they cancel the New York is simply the greatest city in the world. Favorite childhood travel memory? flight. The Hawaiian Air- cacy site, Elliott.org. A brief, It’s kind of funny how life comes full circle. When I was about lines agents you spoke to polite e-mail to one of them Favorite food or drink while vacationing? 12 years old, before my parents divorced, my mother, father, me, were flat wrong. might have helped your This is a loaded question. Currently, I am weighing in at an even and my two brothers took a trip to New York City. I remember it This is a common prob- case. ton, so eating and drinking is something I thoroughly enjoy — any- like it was yesterday. We stayed at the City Square Hotel on Sixth lem in the airline industry. But this is a case where where. From the hot dog stand in New York City to the most fabu- Avenue and a rock ’n’ roll band, the Buckinghams, were staying on Airlines know the DOT Hawaiian wasn’t following lous five-course meal in Paris . . . I’m happy eating and drinking the same floor as us. I got a taste of what it was like to be famous rules, and they know the federal rules, so I recom- anywhere in the world. by watching these guys navigate the endless crowds that were wait- rules are clear. If they cancel mended that you contact ing for them on [our floor] and in the lobby of the hotel. It was aflight,theyhavetorefund the DOT and fill out its Where would you like to travel to but haven’t? cool. the tickets within a week. complaint form. You did. IamembarrassedtosaythatIamfull-bloodedItalian,butI’ve For you, the refund made The DOT agreed with my still not yet traveled to Italy. In fact, we were supposed to be in Ita- Guilty pleasure when traveling? sense on another level: Ha- assessment and contacted ly right now, in this moment. But the pandemic rules and, instead, Iamaverystrangetraveler.Iamnot[someonewhois]gung waii had a mandatory 14- Hawaiian Airlines on your we are home, making and shipping thousands of masks. ho, let’s get out of the plane and go shopping or sightseeing. My day quarantine, which behalf. The airline agreed to guilty pleasure when traveling is as follows: Check into the hotel made a vacation impracti- refund your $268 immedi- One item you can’t leave home without? and go to bed! I’m a real jerk with hotels, too. I like all the upgrades cal. Even if there weren’t a ately. Ican’tleavemyhusband,Danny,homewhenItravel.Other and the amenities, as anyone would. I like to relax in my hotel for DOT, Hawaiian should have than that, I’m a very, very light packer. No matter where we’re go- the first day and a half to get my bearings, get my footing, and then considered a refund. Christopher Elliott is the ing, I am a light packer. However, my husband travels like Eliza- Iwillventureouttosightsee,ordowhateveritisthatneedstobe You kept a terrific paper chief advocacy officer of beth Taylor ...withsteamer trunks if we’re going to New York City done. trail and detailed phone Elliott Advocacy, a overnight. logs after Hawaiian can- nonprofit organization that Best travel tip? celed your flight. If I didn’t helps consumers resolve Aisle or window? Danny and I have rediscovered Amtrak and train travel. It’s tru- know any better, I would their problems. Contact him Always aisle. In the very early days of my career, when I was about ly glorious and incredibly relaxing. say your airline is intention- at elliott.org/help or 19 years old, I would have to fly to New York City for fabrics, JULIET PENNINGTON ally misreading the DOT [email protected].

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