I wish I had read all the issues and complaints with Hotwire before using their service. I was booking some flights and due to the way the flight calender is set, I made a mistake on my time and date of booking.
Unfortunately, I did not catch the mistake until a few days later and called Hotwire to ask for a change or refund. They told me that since I did not make the corrections within 24 hours, they would not change my flight dates. They also claimed that their terms state that they will NOT give any refunds.
Wow, talk about bad customer service, I called the 1-866-hotwire number and spoke to Kaylie. Definately not someone I would want to talk to again, what a nightmare talking to someone who not only sounded condescending and rude, she also pretty much told me that I was not going to get my money back and that is that (paraphrased of course.) Terms of service is one thing, customer service for repeat business is another.
If you really want your money back, talk to these people:
VP of Customer Service, Barbara Messing, bmessing(at)hotwire.com
Director of Customer Service, Marie Sanders,msanders(at)hotwire.com
1-408-835-0636
Director of Customer Service, Marie Matheson, mmatheson(at)hotwire.com
1-415-343-8551
2 Updates & Rebuttals
kance_s
United States of AmericaIt's too bad businesses work this way.
#3Author of original report
Fri, March 12, 2010
It's too bad that they REFUSE to change a simple error which is easily beyond their ability to do so just because they don't wish to bother with it.
Robert
Irvine,California,
U.S.A.
24 Hours?
#3Consumer Comment
Thu, March 11, 2010
Why is it their fault that it took you until a few days later to realize this?
They give you 24 Hours to correct any mistakes, that actually sounds like a pretty reasonable time. Just how long should they allow you to make changes on what is probably a non-refundable/non-changeable ticket? 2 Days, 5 Days, until the day before your fight, or perhaps even up to the time of your flight.