Expedia.com
Refused Boarding

My son was flying from the Johannesburg to Moncton in Canada on the 2nd July and booked his return ticket with Expedia. He lives and works in the Congo and did his booking on line there. On arriving to check in he was told he could not board as he did not have an Esta Visa, he travels on a British Passport and was only landing in New York to then get the flight for Toronto. We do realise now that an Esta Visa is required but none of us were aware of this as we have never needed a Visa for the States and especially if you are in transit through the States why would you think to even look at the US Visa policy. All this has been explained to Expedia after he got the Esta Visa and tried to rebook, in a two hour conversation my son had with Expedia from a hotel in Johannesburg which he had to pay for at no time did they offer the reverse charge they advertise, but they said he had to forego that ticket and book another at full price. I do not believe that this is fair a penalty at the very most I feel should have applied. His trip was an urgent one as his girlfriend's daughter had died but there was absolutely no offer of help from Expedia. My husband and I have always used Expedia in fact the whole family DID NEVER AGAIN!!!

Company: Expedia.com
Country: USA

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