My wife & I and 2 boys lost our flights today when we were told that we had to have passports. Hotwire routed our flight home from Chicago to Honolulu through Vancouver. I was under the mistaken understanding that since we were not clearing customs that we would not need passports. I was VERY WRONG!
Why doesn't Hotwire make this abundantly clear to travelers? I understand that it's my responsibility to read ALL the fine print of the tickets. But doesn't this important fact qualify for more attention? Wouldn't you want your customers to have the best chance for success in their travel? Isn't this a perfect opportunity for a bold print warning to customers before they click 'Purchase' or 'Confirm'??
To add insult to injury, when I called Hotwire from the airport to get help in finding replacement flight options, they blew me off and told me there was nothing they could do...'it is out of our hands' was the actual words the representative told me. Not apology was offered for the confusion.instead I was simply told that 'You have to work with the airlines'.
Well I'll follow your suggestion Hotwire! I'll take my future business and the business of my family elsewhere... Forever!
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