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 May 14, 2005
Booking reservations online?
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Whether you book hotel, car or airfare reservations online, nothing beats the convenience and often times the price. But as one woman found, not knowing all the facts before you press enter may end up costing you big time. Flying off somewhere soon? Before you sign on, listen to this woman's story.  Patti Hnat booked airfare, hotel and car reservations online with Expedia.


Patricia Hnat


οΏ½We never have left our children before, so we decided to go for a 3 day trip.οΏ½


But leary of leaving the kids for the first time, Patti bought cancellation insurance just in case.


Patricia Hnat


οΏ½I just felt because I was a bit apprehensive about leaving my children, I should opt for it."


Good thing, because days later, Patti decided to cancel and called Expedia.


Patricia Hnat


οΏ½I was informed that my MasterCard would be credited for the hotel and rental car, but airfare was not covered."


According to Patti, an Expedia customer service rep told her she had 1 year to rebook with American Airlines and even noted it in her file... With 700 dollars on the line, Patti says she definitely didn't misunderstand that a few months later when Patti was ready to use those tickets.  They were useless.


Patricia Hnat


οΏ½I called and was informed that the tickets had no value.οΏ½


In fact she learned from American Airlines that their cancellation policy states that you have to rebook a new flight by midnight on the day you cancel.


Patricia Hnat


οΏ½It was very frustrating.οΏ½


But Patti says, the Expedia rep left out that vital piece of information.


Patricia Hnat


οΏ½I just feel consumers need to be aware making these supposed flights, and thinking you're getting a deal, when in fact in hindsight I should have just gone to American Airlines and then I would have been aware of their practice."


Call for action contacted Expedia.  They denied that the customer service rep told Patti the wrong information and they refuse to refund her money. We also contacted American Airlines.  Because of our call, they will be sending out a memo to all online companies reminding them of their cancellation policy.


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