Poor customer service
Written: Aug 10 '11
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Booked a trip to Los Angeles via Hotwire. The car reservation had incorrect pick up and drop off times (had the default noon to noon). Now this was probably my mistake, certainly in not double-checking it before hitting the final accept button. But trying to resolve this through Hotwire's customer service proved impossible. I needed to move the pick up time to 9:30 am. First couple calls to Hotwire resulted in being on hold for 15+ minutes, then disconnected. I got through the next morning, was told they could make the change for $50.25. I said, "OK," and they said they'd send out an updated itinerary. When I recieved that I found that they hadn't made the change. Called in that morning, was told they could move the reservation to another company to make the change for $41.45, but was disconnected before I could confirm. Called in again, and this time she found a new reservation with Avis for $23.34 additional fee. And again, I told them to make the change, but she couldn't. Their system was temporarily down. I called back just an hour later, and at that time the change was going to cost me $97. Supervisor was no help. Problems on their end were going to cost me an extra $50 or so to make a change that should have already been done.
Recommended:
No
What product did you purchase or try to purchase? Hotel and car package
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