Sponsor Message:
Civil Aviation Forum
My Starred Topics | Profile | New Topic | Forum Index | Help | Search 
Need Help With Expedia/CO/AA  
User currently offlineJhooper From United States of America, joined Dec 2001, 6199 posts, RR: 12
Posted (5 years 3 days ago) and read 2681 times:

My cousin just called me from the San Antonio airport. She's booked with an Expedia "vacation package" including flights, cars, and hotels in Key West. Her itinerary is San Antonio-Houston-Miami-Key West. The SAT-IAH flight is on Continental and the rest of the itinerary is on American. The problem is that the SAT-IAH flight is delayed and she won't make her AA connection in Houston. I called expedia on her behalf, and they said AA would be obligated to reaccomondate her in Houston. Is this true, or is Expedia trying to pass the buck? I told her there was little I could do about it from here, and that she should just wait in line to talk to the CO agent on her departing SAT flight. What are her options? Thanks.


Last year 1,944 New Yorkers saw something and said something.
9 replies: All unread, jump to last
 
User currently offlineCoewraatysaz From United States of America, joined Jun 2006, 196 posts, RR: 0
Reply 1, posted (5 years 3 days ago) and read 2660 times:

It is a tricky situation. Don't expect anything from Expedia. They will not do it. When I worked in customer service for CO, if someone came to us late from another airline technically it is the other airline's responsibility to reaccomodate you (especially if they were delayed for maintenance or something in their control). However, 99% of us overlooked that and would reaccomodate the customer on our next flight. However, there were plenty of times when we would get customers late to their connecting flight on another airline and the other airline would send them right back to us at CO... quite frustrating when on a daily basis we would overlook it if the opposite happened. Best bet is to try w/ AA and see if they can reaccomodate, if not go to CO.


Continental Airlines: Trabajar con empe�?��?�±o, Volar con Pasi�?��?�³n
User currently offlineJhooper From United States of America, joined Dec 2001, 6199 posts, RR: 12
Reply 2, posted (5 years 2 days 19 hours ago) and read 2560 times:

Thanks Coewraatysaz. Yea, when I went to expedia.com, I looked up the fine print and here's what it says: (will make me think twice about using them in the future, especially when multiple airlines are involved)

THE CARRIERS, HOTELS AND OTHER SUPPLIERS PROVIDING TRAVEL OR OTHER SERVICES ON THIS WEBSITE ARE INDEPENDENT CONTRACTORS AND NOT AGENTS OR EMPLOYEES OF THE EXPEDIA COMPANIES OR THE EXPEDIA AFFILIATES. THE EXPEDIA COMPANIES AND THE EXPEDIA AFFILIATES ARE NOT LIABLE FOR THE ACTS, ERRORS, OMISSIONS, REPRESENTATIONS, WARRANTIES, BREACHES OR NEGLIGENCE OF ANY SUCH SUPPLIERS OR FOR ANY PERSONAL INJURIES, DEATH, PROPERTY DAMAGE, OR OTHER DAMAGES OR EXPENSES RESULTING THEREFROM. THE EXPEDIA COMPANIES AND THE EXPEDIA AFFILIATES HAVE NO LIABILITY AND WILL MAKE NO REFUND IN THE EVENT OF ANY DELAY, CANCELLATION, OVERBOOKING, STRIKE, FORCE MAJEURE OR OTHER CAUSES BEYOND THEIR DIRECT CONTROL, AND THEY HAVE NO RESPONSIBILITY FOR ANY ADDITIONAL EXPENSE, OMISSIONS, DELAYS, RE-ROUTING OR ACTS OF ANY GOVERNMENT OR AUTHORITY.

Anyway, I think CO was able to get them out of Houston and on to one of their flights to MIA; I'll know for sure when they call me from Miami.



Last year 1,944 New Yorkers saw something and said something.
User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 3, posted (5 years 2 days 18 hours ago) and read 2514 times:



Quoting Jhooper (Reply 2):
will make me think twice about using them in the future, especially when multiple airlines are involved

Why? That's standard "fine print", it's nothing unusual... and, eventually, if an airline screws up, why should Expedia have to pay the bill for it?  Confused

If that scares you away from using expedia, then I suggest you never have a closer look at what some airlines have in their CoC...



Smile - it confuses people!
User currently offlineEghansen From , joined Dec 1969, posts, RR:
Reply 4, posted (5 years 2 days 17 hours ago) and read 2481 times:



Quoting Coewraatysaz (Reply 1):
Don't expect anything from Expedia. They will not do it.

It is not that Expedia will not do anything about the situation, but they can't. Expedia is a travel agent. They sell tickets for which they collect payment. They cannot book her on another flight unless she is willing to pay for the flight. Only the airlines, either CO or AA can place her on another flight at no additional cost.

Quoting Jhooper (Reply 2):
I looked up the fine print and here's what it says: (will make me think twice about using them in the future, especially when multiple airlines are involved)

It is nothing specific to Expedia. The same applies to Travelocity, Orbitz, Carnival Cruise Lines, Cheapflights, Hotwire or any other travel agent booking tickets on your behalf.

Quoting Coewraatysaz (Reply 1):
However, 99% of us overlooked that and would reaccomodate the customer on our next flight.

There is probably little that CO or AA can do to help her anyway. The AA flight to MIA leaves at 18:10 and the last CO flight to MIA leaves at 18:50. Unless the delay is such that she can connect in the 40 minute window to CO, but not AA, then she will have to spend the night in IAH.


User currently offlineJhooper From United States of America, joined Dec 2001, 6199 posts, RR: 12
Reply 5, posted (5 years 2 days 10 hours ago) and read 2390 times:



Quoting Eghansen (Reply 4):
There is probably little that CO or AA can do to help her anyway. The AA flight to MIA leaves at 18:10 and the last CO flight to MIA leaves at 18:50. Unless the delay is such that she can connect in the 40 minute window to CO, but not AA, then she will have to spend the night in IAH.

In the end of the day, Continental stepped up and helped my cousin out, so kudos goes out to them. The original AA flight out of IAH left at 10:20am, but my cousin didn't arrive into IAH until 11:45am (so obviously she missed her scheduled AA flight). CO put her on their flight 1790 leaving IAH at 12:48pm. Not sure if they had to or not, but this silver elite customer of their's (me) certainly appreciates it.

Quoting Leskova (Reply 3):
Why? That's standard "fine print", it's nothing unusual... and, eventually, if an airline screws up, why should Expedia have to pay the bill for it?

My concern is with doing business with three independent entities (Expedia, Continental, and American) who each have the ability to shift blame to the others, and my naive cousin who has flown maybe twice in her life. From her point of view, she just spent $900 in good faith on a five-day vacation in Florida including a plane ticket to Key West, hotels, and a rental car (and for a young layperson not well versed in complicated fare restrictions and contracts, all she expects is to show up at the airport, check in, and fly to Florida--for no small bit of change). No, this wasn't the way I would have set it up, but of course she never asks my opinion until she's already in trouble. American could easily claim it's not their problem if Continental is late (I don't believe there is a codeshare agreement between the two, but I could be wrong), Continental could easily claim that their responsibility ends in Houston, and Expedia could easily claim that they aren't operating the flights and don't have any responsibility regardless. So in the end, you have a customer left with a worthless ticket because one of the pieces of the pie didn't come together at the right moment, and they're the ones who have to pony up the additional fares and penalties. Is that really fair either? I told her I always use sites like Expedia, Hotwire, and Travelocity to compare prices, but I always book the actual ticket on the airline's website. Despite the airline's "fine print", a transaction directly with the airline reduces the number of parties involved and more clearly defines the roles and responsibilities of the carrier and the customer. I called my aunt (other side of the family) whose best friend is a ticket agent for CO in BNA; according to her, tickets bought through third party sites open themselves up to a huge can of worms, especially when more than one airline is involved and things start to go nonstandard, and really end up being at the mercy of the agents at the airport. The agents frequently refer customers to Expedia, and then Expedia refers customers back to the airlines.

Maybe my concern is unfounded, because it all worked out in the end? Lot of extra trouble for her, just so she could save a hundred bucks or so. Hope she learned her lesson.



Last year 1,944 New Yorkers saw something and said something.
User currently offlineDoug_or From United States of America, joined Mar 2000, 3381 posts, RR: 3
Reply 6, posted (5 years 2 days 8 hours ago) and read 2369 times:



Quoting Jhooper (Reply 5):

Maybe my concern is unfounded, because it all worked out in the end? Lot of extra trouble for her, just so she could save a hundred bucks or so. Hope she learned her lesson.

No, your concerns are not unfounded. Those kinds of sites, as you said, are great search engines, but dangerous for booking tickets. They shirk responsibility and have no customer service once they have your money. You are definitely smart to book with the airlines directly.



When in doubt, one B pump off
User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 7, posted (5 years 1 day 17 hours ago) and read 2289 times:



Quoting Jhooper (Reply 5):
whose best friend is a ticket agent for CO in BNA; according to her, tickets bought through third party sites open themselves up to a huge can of worms, especially when more than one airline is involved and things start to go nonstandard, and really end up being at the mercy of the agents at the airport.

Typical airliner-speak, but it's nonsense nonetheless. An airline has EXACTLY the same responsibility in the case of a ticket purchased on a site like Expedia as they have if the ticket was purchased through the airline's own website.

Expedia (or any other non-airline travel website) does not sell transportation, but the service of finding, booking and ticketing the flight you want, the contract for transportation is between you and the airline, not between you and Expedia.

Which, as it happens to be, is exactly the same contractual relationshop (in regards to the transportation) that you get if you buy on the airline's own website.

Quoting Jhooper (Reply 5):
The agents frequently refer customers to Expedia, and then Expedia refers customers back to the airlines.

Unfortunately, airlines routinely try to push their obligations resulting from IATA resolutions onto travel agencies, who then end up doing the airline's job for them...

Quoting Doug_or (Reply 6):
Those kinds of sites, as you said, are great search engines, but dangerous for booking tickets.

That must be some of the biggest nonsense that I've read on a.net since I've joined... "dangerous for booking tickets"??? Sorry, but that's just plain dumb.

Quoting Doug_or (Reply 6):
They shirk responsibility and have no customer service once they have your money. You are definitely smart to book with the airlines directly.

 rotfl   rotfl   rotfl 



Smile - it confuses people!
User currently offlineAAAL From United States of America, joined Apr 2009, 125 posts, RR: 0
Reply 8, posted (5 years 1 day 17 hours ago) and read 2252 times:

Expedia, Priceline and Travelocity tickets are a big pain. Most of these tickets say NO to changes, standby, miles or to anything. At AA we could not changed these tickets due to the fact that they hide the amount payed for them. Since we don't know, they can't be changed. Software issue. These tickets are the first to go to NOGO as well. To try to cheat we basically printed them out to paper and hope the airlines didn't catch it and let them on. Some do and Some don't.

User currently offlineEghansen From , joined Dec 1969, posts, RR:
Reply 9, posted (5 years 1 day 16 hours ago) and read 2230 times:



Quoting Doug_or (Reply 6):
You are definitely smart to book with the airlines directly.

If you don't want to use Expedia or the others, don't use them. I have used them before in the past because their fares were much cheaper than the airline's website and I have never had any problems with them. If you want to pay more, then pay more.

Expedia also seems to have cheaper hotel rooms than on the hotel chain's websites and you can prepay it before you leave so you don't have to worry if your wallet gets stolen in a foreign city.


Top Of Page
Forum Index

This topic is archived and can not be replied to any more.

Printer friendly format

Similar topics:More similar topics...
Need Help With AA Reg AA1901 MIA-SDQ 2/9 posted Wed Feb 11 2009 13:37:25 by LVTMB
Need Help With CO 757 Registration... posted Sat Dec 20 2008 13:37:25 by FRAspotter
Need Help With A CO Baggage Problem posted Sat Jul 26 2008 20:01:22 by 102IAHexpress
I Need Help With An AA Flight Cancelation posted Sat Dec 23 2006 01:58:21 by Legacytravel
Need Help With AA Seating! posted Wed May 24 2006 17:52:22 by Sflaflight
Need Help With A USAirways Tail Number! posted Sat Nov 15 2008 08:32:44 by Boeing4ever
Help With DL & AA Registrations posted Tue Oct 28 2008 11:27:05 by Yendig
Need Help With Big Sky Airlines posted Tue Aug 19 2008 13:20:55 by Cathay191
Need Help With Flight ID Out Of SEA posted Fri Jul 18 2008 08:34:40 by ER757
Need Help With Baggage Fees And Codeshares posted Wed May 28 2008 23:47:18 by FlyingNanook