Trouble showed up for a Utah couple visiting Hawaii when they checked on their boarding passes for the return flight home. 'I couldn't get them, and I couldn't understand why,' said Linda Pearson.
SANDY – Paradise: A word many people use to describe Hawaii, especially super fans Linda and David Pearson. Nearly every corner of their Sandy home is adorned with something that just screams Hawaii.
"They said, 'Well, we have that flight, yep, but you're not on it,'" Linda Pearson recalled. "'Somebody else is in the seats you just told me.'""They said, 'No, nope, there's nothing we can do,'" Linda Pearson said of Orbitz's response. "'You'll just have to go back to American and maybe they can refund it.'"
"They said, 'Oh, well, we've closed last year's books. We can't talk to you anymore because I have no idea,'" said Linda Pearson.This time we reached out to Orbitz on Linda and David Pearson's behalf – not through customer service but through the company's corporate communications team. They told us they would need some time to investigate.In the meantime, we took their case to travel expert Scott Keyes of the website, Going.
"They ought to be making us whole for the replacement flight that we had to get, especially considering how expensive it was last minute," Keyes said. "So, the ticket provider in this case ought to be the one to make sure that the travelers are not incurring out of pocket expenses and that they get that replacement ticket reimbursed at the end of the day."
"Our agent assisted her in changing the date," Orbitz told us, "but regrettably made an error while re-issuing the tickets and the roundtrip ticket was exchanged to a one-way ticket."
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