Help! AAA abandoned us at an airport in India

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By | January 4th, 2017

Since I’m usually the first person to recommend the services of a knowledgeable travel agent, I knew I had to take Kay Kindice’s case when it came in.

Kindice and her daughter traveled to India for a wedding last summer, and after a series of events, they found themselves abandoned in a foreign country. Their story and its sort-of resolution underscore the importance of finding an agent you trust, not just someone who will find you the cheapest ticket.

The Kindices had used a AAA-affiliated travel agency to book their tickets to Hyderabad to attend a wedding, followed by a tour of Delhi and a reception in Kashmir.

“While we were in Hyderabad we learned of civil unrest in Kashmir,” says Kindice. “Over 33 people were killed in riots.”

There were also travel advisories warning against travel to Kashmir. The reception was canceled, and Kindice tried to book her flight home.

AAA referred Kindice to her travel insurance company.

“I did so, and they informed me that the tickets would have to be changed with our original booking agent at AAA,” she says. “There was no emergency or after-hours phone number for AAA for international travel.”

The agent “did not have time to help us,” she says, so she referred them to another agent in a different AAA office.

May I interrupt this story, Kay? If you’re stuck in a war zone and your agent doesn’t have the time to help you, maybe you have the wrong agent.

The new agent changed their tickets, confirmed the change with an email stating that the change fees of approximately $350 would be charged at the airport, and asked them to “check with United for a waiver code to change from Air India to United without penalties per UA.” The agent also told them to directly cancel their Air India flights to Kashmir.

Related story:   JetBlue passenger removed from flight after medical overshare with flight crew

And you can probably guess what happened next, right?

I’ll let Kindice talk:

We arrived three hours early at the airport to leave India to return home, and learned that while we had reservations on the United flight, the tickets were never issued.


United told us that AAA said they needed a waiver from Air India to issue the tickets. We contacted our agent, who stated that we needed to go to the Air India office at the airport and obtain the waiver or code.

We did so, while on the phone with AAA, but Air India seemed to not have a clue in this situation. We went back and forth between United and Air India with heavy luggage while on the phone with AAA, but none of the hands seemed to know what the other was doing.

We spent two hours accomplishing nothing, and finally went to the United desk to ask what we had to do to get on the flight.

Please remember — we had sent our driver away, checked out of our hotel, and were at the New Delhi airport at midnight.

The United staff was very helpful, and a representative finally suggested that we purchase our tickets and “deal with it on the other end.” We did so: $7,226 worth of return airfare.

Wow.

I can see how Kindice felt abandoned by her agent. Clearly, she should have ensured that the tickets were taken care of before her client showed up at the airport at midnight.

Efforts to file a travel insurance claim were unsuccessful and her agent couldn’t obtain a refund for her on the other end, either. (At the time of this writing, a partial refund has been promised, but not received.) United Airlines, which took her $7,266, has told her AAA agent that it’s “not their problem,” according to the agent. And around and around we go.

“I’m not a travel agent, therefore I do not understand the jargon or process involved with a trip of this nature,” she added. “My daughter and I did everything exactly as we were instructed, and are sitting with a $7,226 bill on a credit card, and a very messy situation. Can you help us?”

Our advocacy team tried. Kindice even hired an attorney who contacted AAA on her behalf. After weeks of back-and-forth, AAA agreed to settle her claim for $4,516, which is $2,750 less than what she paid. Kindice isn’t happy with that settlement and wants to be fully compensated. Then again, something is better than nothing.

There’s only one way forward for her and her daughter: If they want all the money, they’ll have to go to court. They’ve already lawyered up, which means our advocacy team has to step aside.

Is $4,516 enough compensation for Kay Kindice's flight debacle?

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  • Jeff W.

    Not enough compensation, for sure.

    Certainly a failure on the AAA affiliated travel agent. And for whatever reason, the travel insurance policy was not adequate (surprisingly no snarky comments in the article about that), and then Air India not forwarding the proper documentation to United.

    But it seemed UA wanted the proper paperwork in order to issue the tickets without the various penalties. UA isn’t going to chase this down for the customer — remember it already has the money — but that is the job of Air India or AAA to secure the requested documentation.

    With a lawyer involved and a settlement agreed upon, she is unlikely to be made whole.

  • Rebecca

    Here’s the key:

    “The new agent changed their tickets, confirmed the change with an email stating that the change fees of approximately $350 would be charged at the airport…”

    Their agent put this in writing. I feel terrible for the OP. They did everything right and are now stuck out a significant sum. If they’ve already consulted an attorney, I’d suggest they follow the advice of said attorney. Apparently, the agency offered to settle. The amount is higher than any small claims jurisdiction; they’re not going to be able to recover much more without an attorney.

    One thing I don’t see mentioned here. The OP needs to file formal complaints with both AAA corporate and with ASTA, if nothing else so they can have their accreditation reviewed. I don’t see what state they live in, but they may have recourse in that area. In some states, like CA, they may be able to recover through travel agency accreditation groups. That is probably an avenue worth exploring.

    Also, I don’t necessarily see this as UA’s fault. This is squarely on the TA. They promised something, in writing, and didn’t deliver it. United simply charged them walk up fares because they walked up at the last minute. I don’t think their agents can be faulted for not accepting a ticket on a different airline on a different day, from a different place.

  • IGoEverywhere

    I have been through war, weather, strikes, and 100 other emergencies from all over the world, but I have never left the client hanging. You are indeed correct that they need a NEW agent. One that has 24 / 7 communication, one that cares. I assure you that any agency with 300-3000 agents working at
    the same place have no care in the world accept to get you off of chat or the phone. They generally are paid per the completed reservation and credit card input, so moving you along is really important.
    There is an issue that I fear is going to backfire on Kindice. There was no emergency in New Delhi. Unless there insurance has a trip interruption clause and there was a US declared State of Emergency declared, most insurance companies are going to bulk on a refund.
    Back to base of the complaint. A good agent has it all taken care of and ready at the airport. A great agent gets everything taken care of and delivered with “ticket Numbers” directly to the client. It won’t be free as I see nothing in this story that suggests that the airlines owe any money for the change, but it surely would not be $7200.00.
    Find a nice ASTA / ARTA / agent and ask for recommendations!

  • The Original Joe S

    then charge back, and go to quart.

  • jim6555

    She should also file a claim under her travel insurance coverage. She did contact them from the New Delhi airport and they referred her back to AAA. Without seeing the policy, we don’t know whether she was covered for the incident, but if she was, the insurer have the responsibility to pay her claim.

  • Mark

    “an email stating that the change fees of approximately $350 would be charged at the airport, and asked them to “check with United for a waiver code to change from Air India to United without penalties per UA.” The agent also told them to directly cancel their Air India flights to Kashmir.”

    Sorry, but this is not good enough from AAA, not by a long stretch. It’s their responsibility as TA to get the waiver codes. and sort out payment. Had they done this, then the flight would have presumably been ticketed correctly.

    It’s also not clear whether the Kashmir flights were on the same PNR or not. It’s part of the same alliance as United, so in theory it could have all been on the same ticket. If so, cancelling the Kashmir legs could have also led to the final return flights being voided,

  • cscasi

    Is that one quart low? ;-)

  • DepartureLevel

    I don’t understand what a waiver code is, never heard of such a thing. The “travel agent” completely fell short of responsibility to make sure the ticket was ENDORSED over from Air India to United Airlines. Once again, the ball is dropped and the “hot potato” is tossed all over the place while the passengers (who have paid for a service/tickets) are left holding the ball or are burned by the hot potato. No one ever wants to take ownership or responsibility for errors – all could have been avoided if the “travel” agent did that — followed up with Air India that they did indeed endorse the tickets over to United.
    How anyone can call themselves travel agents is beyond me.

  • cscasi

    I haven’t had any experience in this for a number of years; back in the paper ticket days. But, I had occasions where I asked one airline I was flying on to endorse the ticket to allow me to fly on a competitor; i.e. something happened where there was a delay or cancellation of the flight I was ticketed for and another flight on a different airline was available. Back then, it was usually, not always, not hard to get that done.
    Example, I had a ticket to fly from Scotland to the USA and back on Northwest Airlines. I told the Northwest agent I wanted to fly on a different airline and she endorsed the ticket over to British Caledonian. As I was making a couple more flights inside the USA before returning to Scotland, British Caledonian ticketed me for the international flights and then endorsed what value was left and I went to the Delta Airlines desk and it ticketed the in the USA flights for me. It is probably hard to do these days, I am sure.
    Anyway, when she went to the Air India desk and asked for a waiver, I am not sure if Air India did not know what she wanted/needed (even though AAA was on the line with her at that time) or if Air India did not want to grant the waiver or endorse the value of the tickets over to United.
    As was mentioned by “IGoEverywhere” in the post, if there was not a state of emergency declared where she and her daughter were traveling to Delhi, but in Kashmir, I don’t see why she couldn’t have flown into Delhi and just not have gone to the reception in Kashmir. The travel insurance company would not normally allow payment for that.
    After all this, I believe the AAA agent that was helping them is the one at fault and should stand good for failing to help them. That is what they are paid to do and it is obvious that did not happen. I hope AAA will take the proper action against the agent and I believe AAA should do its best to make her whole. This is an embarrassment as well as a black eye to the integrity of AAA.
    I wish these folks well in getting made whole. Chris and his group did their best and got some relief for her but had to stop when she hired an attorney to sue.

  • Alan Gore

    The AAA travel service advertises itself as being the kind of flesh-and-blood travel agent you can’t find in your town any more, and as such has to start behaving like one. This means being contactable when an emergency occurs, and being able to contact the agent who set up your trip by the next Stateside business day.

  • The Original Joe S

    Yeah. SMALL clams quart!

  • sirwired

    They can’t do a charge-back… everything charged to the card will be with the two airlines, neither of which did anything wrong. The airlines will likely contest the chargeback, and win. (Or, if they don’t win, pursue in collections.)

    The agency is wholly at fault, and their name doesn’t appear anywhere on the credit card statements.

  • Michael__K

    What insurance company/policy covers civil disorders or riots?

    Unless it was a Terrorist Incident (and every policy I’m aware of specifically excludes civil disorder and riots in their definition), then I don’t know of any.

  • AAGK

    If I was on the phone with my travel agent and they provided me a list of travel agent tasks, I would tell them to do it while I waited on hold.

    Did the OP qualify for a waiver of some sort that would allow her to make the change without repurchasing tickets? If so, she deserves the $7k. If the agent tried but the fare rules, etc did not permit another solution, then that would be different.

  • The Original Joe S

    sure they can. Then the airlines have to try to get it from you, rather than you from them. Everybody points at the other guy, and nobody helps the OP. So, charge back, subpoena everybody to court, and let the judge decide.

  • sirwired

    Issuing a chargeback to a party that everybody agrees wasn’t at fault is not what the chrageback system is for. United sold a one-way walk-up ticket. The customer paid. The fact that it’s her travel agent’s fault for not ticketing the reservation, and that Air India didn’t write it over and/or issue a waiver is not United’s problem.

    And this tactic can horribly backfire; if the airline lost the chargeback, they can (and have been known to) send it to collections instead. For that sum, a lawsuit if you keep refusing to pay isn’t out of the question. (A lawsuit that the consumer would lose. And since neither Air India nor AAA would be a party to that suit, the damages (plus costs and interest) would come from the customer, not the party at fault.)

  • sirwired

    The thing is, perhaps another (cheaper) solution could have been tried if the agent hadn’t just made the reservation, failed to ticket it, and then disappeared.

  • AAGK

    There was either a cheaper solution or there wasn’t. Whether the agent knew about it or couldn’t figure out how to implement doesn’t matter and the agent should be on the hook for all. If the agent misspoke and there was no cheaper solution, then I wouldn’t use agent again and be very happy about the $4k. This turns on whether a cheaper option objectively existed for this pax.

  • sirwired

    Well, we’ll never know if there was a cheaper solution months ago… but I can say that if the agent made a reservation and then washed his/her hands of it without verifying it was ticketed, then that narrowed the options down to whatever the pax could arrange at the last second while standing in the airport terminal. (For instance, the agent could have kept working with Air India/United the whole time, instead of the thread being dropped and picked up at the airport.)

  • The Original Joe S

    make ’em a party. Drag everybody in. when they default, pursue. be vicious!

  • Barthel

    After reading so many of these horror stories, I’m glad I’ve never travelled outside the US except to Canada, and I never will.

  • Rebecca

    On top of this, the credit card company will absolutely close your account, probably report you to the credit bureau, and definitely report you to other banks (yes – they absolutely do that). You don’t want to file a $7k+ chargeback when the merchant is clearly not at fault.

  • Bill___A

    There are good travel agents, bad travel agents, and then absolutely horrible ones. Agents like this are why i very seldom use a travel agent. They need to find a way to separate these really bad ones from the rest.

  • Bill___A

    It took me about 10 seconds to find an emergency after hours AAA Travel number in a search engine….

  • Bill___A

    I am sure that most or all travel providers have some steps in place to deal with illegitimate chargebacks – and this would be one. A person walks up to an airline ticket counter, buys tickets, flies….no issue at all there. And the credit card company didn’t do anything wrong either, so you’d be causing trouble to two innocent parties that actually helped them get home…

  • jsn55

    AAA let these people down hard. She should be pursuing this matter all the way up the beanstalk at AAA corporate. Essentially the message is: “They can’t do that!” A travel agent cannot accept payment and do half a job, then let the clients solve their own problems halfway around the world. I think that AAA corporate will be very interested in hearing how this office is tarnishing their reputation.

  • BubbaJoe123

    That’s very sad. Your loss.

  • DepartureLevel

    There’s no such thing as a “waiver”. One airline has to ENDORSE the ticket over to the other THROUGH THE WIRES (COMPUTER) – they don’t just verbally “waive” something or hand the person a new booking number on a piece of paper and send them off like that’s okay. That stupid piece of paper or lack of correct procedure is not going to pay that other airline – They want their money ! …..This happened because of a “travel agent” that didn’t know their rear from their elbow about what is the correct procedure. These passengers need to go to the top of the AAA chain to complain and get their money back.

  • AAGK

    I just your first sentence and stopped for the same reason. If I have a travel agent, I don’t care about whatever waiver/endorsement/codeshare, etc. I just want her to take care of it and not bother me with it.

  • sirwired

    Errr… not only would this be abuse of the court system, defendants don’t get to add other parties to a lawsuit. Only plaintiffs get to do that. They are welcome, of course, to try and sue anybody they want (which is why a lawyer was involved), but that won’t get them off the hook for paying United for the tickets they bought and used.

  • jim6555

    I will be taking a cruise in Europe this May and have a travel policy purchased through tripinsurance.com and underwritten by the Fireman’s Fund Insurance Co. One of the covered reasons for non-medical evacuation is “We will pay for Non-Medical Emergency Evacuation Benefits listed above if, while on your trip, a formal declaration in the form of a Travel Advisory or Travel Warning from the US State Department is issued for you to leave a country you are visiting on your trip due to:
    1. a natural disaster
    2. civil, military or political unrest or
    3. Your being expelled…”

    I believe that the LW’s situation in India would have been covered under this insurance policy.

  • Annie M

    Has she reported her agent to AAA? This agent should have been fired.

    She absolutely should sue AAA. And go up the corporate ladder to AAA ‘s executives but I guess you have done that already.?

  • Annie M

    And that’s what the agent should have done- they needed to stay on the line with the two airlines and fix it. The consumer was stuck when the agent refused to do anything. It seems she got avgreen agent that didn’t know what they were doing. The blame lies straight in the shoulders of the travel agent and the executives at AAA should know this happened.

  • Annie M

    Trying to find this in India with wifi might not have unearthed that so easily

  • Altosk

    Please publish the name of this “travel agent.” I don’t see why s/he is being protected when they are clearly in the wrong here.

  • Michael__K

    Kashmir is not a country and the US State Department never issued a formal declaration for Americans to leave either India or Pakistan (it’s not clear which part of Kashmir she was scheduled to visit).

    So, no, she would not have been covered under this insurance policy and this is actually a classic lesson demonstrating how insurance terms are not as useful as they may appear to be at first glance.

  • She’s out $2,750, plus her attorney fees yada-yada.

    Yada-yada adds up!

    AAA needs to pony up.

  • SierraRose 49

    This is the part that made my jaw drop: The agent “did not have time to help us,” she says, so she referred them to another agent in a different AAA office.

    May I interrupt this story, Kay? If you’re stuck in a war zone and your agent doesn’t have the time to help you, maybe you have the wrong agent.

    You bet Kay has the wrong agent. We’ve been AAA members for years and thank goodness never experienced anything this horrendous. Like may other comments stated here, Kay needs to let the AAA President/CEO in her state know what happened as well as the AAA parent organization. And I hope she names all involved.

  • Zarkov505

    You have missed out.

    I just got home from ten days in Bangkok, Thailand. While I had no particular plans, I found myself having the time of my life, spending 8 hours in a flight simulator, learning to fly the Boeing 737. That is an opportunity that simply does not exist stateside.

  • Lindabator

    AAA FAILED her — as an agent, I smelled this a mile away. IF she was supposed to change the ticket, and needed a waiver to do so, the AGENT was supposed to retrieve that from their Air India sales rep, make the changes in their system, and issue the new ticket. Then she should have applied for an insurance claim based on the additional costs. But I have said for years AAA is good for some things, but travel is not one of them.

  • Lindabator

    charge back who? United was not in error here – and they did actually use the tickets. AAA is squarely to blame, and that is who they need to go after

  • Lindabator

    amen – that is called FRAUD

  • Lindabator

    correct – my clients know we are always there for them 24/7, and NEVER would put them in such a situation!

  • Lindabator

    there are a few, but if she purchased thru AAA, they usually offer their own insurance, which is why the insurance sent them back to the agent to make the flight changes

  • Lindabator

    the waiver code is what we put in the record to get that ticket endorsed over to another carrier per the issuing vendor. You are correct – the AGENT should have done this!

  • Lindabator

    there is such a thing as a waiver – to the agent making the change! We have to do this often, and it is how the airline allows us to issue a ticket on another carrier, waive change fees for various reasons, etc. and no way in hades we would have sent these clients off without a proper ticket – and neither should have AAA

  • Lindabator

    you need to sit down face to face and speak with one – I have over 90% of my business by repeat and referral, not much new business that wasn’t referred. not every agent is the same, and not every one specializes in what you need — but I can guarantee there is one out there for you (just not THIS one!)

  • Michael__K

    AAA re-sells Allianz.

    Why wouldn’t you provide one specific example of a policy which would cover this?

  • Lee

    If I caught it correctly, nothing she was told by the travel agent was in writing? If not, I would never have moved from the phone until actual actions had been taken by the agent or I had an email in hand from the agent outlining what was to be done – not that that would have necessarily made it all less convoluted and absurd in the extreme but having something in writing with the agent’s name on it, may have helped her case with AAA early on.

    Definitely this should be detailed (without a bunch of hyperbole) clearly with names/dates/times of the conversations and that should be sent to corporate. (I write down to the minute who I speak to in customer service for anything; what’s nice is that cell phones keep that info in the log of calls so easy to refer to) –

    Hope she gets the full amount because that is what she is rightfully owed.

  • Lindabator

    NOT all AAA – I worked there and it was a private underwriter, and NOT Allianz. So when simple airfare exchange, they went back to US the agents

  • Michael__K

    You’re in Michigan, right? Michigan AAA’s website (like all the other AAA websites I checked):

    AAA Travel Agency’s travel insurance partner, Allianz Global Assistance, has been protecting vacation investments for over 20 years with an award-winning reputation for service.

    https://michigan.aaa.com/Travel/travel_insurance.aspx?zip=48201

    So who offers a policy that covers civil disorder or riots without an emergency evacuation advisory for the entire country, if you claim this exists?

  • Lindabator

    Travelsafe covers delays due to quarantines, hijackings, strikes, natural disasters, terrorism or riots, …. and the insurance with AAA they offer is NOT a standard Allianz program, but one which AAA negotiated and underwrites a portion of, so a bit different on how these claims are handled – which is WHY the agent was responsible – just too lazy to do her job. SHE has to make any travel changes required, then turn in the claim to the insurance carrier, rather than the client doing it all with the insurance carrier — and AAA does have a 24 hour service, so not sure WHY this was such a cluster – agent should be canned

  • Michael__K

    Ok, I’m looking at TravelSafe Classic (their most expensive plan) for Michigan here:
    https://agent.travelsafe.com/doc/certificate/MI/6061

    It does cover overnight hotel for a Travel Delay because of riots. And if the Travel Delay results in a Missed Connection that is covered.

    But none of these provisions would have helped this passenger. She would have needed Trip Interruption coverage that allowed her to change her itinerary to avoid riots. And, like every other policy I’ve seen, TravelSafe excludes riots and civil disorder from that coverage.

  • JewelEyed

    I had an odd thought. What airport were they supposed to leave from? One in Kashmir? If not, I wonder why they went to all this trouble, actually. Lodging for a few more days even in a major city couldn’t have cost as much as amount they weren’t refunded, let alone the $7000+ dollars they almost had to eat. I suppose I just have difficulty understanding why someone would rather go home early when they’ve budgeted time to be abroad. I don’t think for a second that she shouldn’t have been helped by the people she specifically paid to assist her in case anything went wrong, I’m just not sure what made them opt to change their tickets and go home early.

  • Michael__K

    Hyderabad to Kashmir is about 1200 miles. Clearly they were flying there and missing one leg of their itinerary would invalidate the rest.

  • Lindabator

    they offer multiple policies, and some are only accessible by travel agents, and the premium ones all offer the coeverage

  • DepartureLevel

    Are you talking about a travel agent or an airline agent ? If you’re talking about an airline agent it’s called a FIM (but rarely used) so…… Since this passenger was conveniently dumped by her travel agent, now it was in the hands of the airline TO ENDORSE = ISSUE A NEW TICKET AGAINST THE OLD TICKET and send the passengers over to the new carrier they would be flying on – with the new ticket number in hand. How airline staff are not trained to do this (like it could never happen in a million years), is beyond me.

  • Michael__K

    Their Travel Agent Guide details the exact same three policies that they present to the general public (Basic, Classic, Classic Plus)…
    https://travelsafe.r.worldssl.net/wp-content/uploads/2016/11/TravelSafe-Travel-Agent-Guide.pdf

    Can you share the other policy name(s) or plan #’s that you have access to?

  • GG

    Actually it is unclear how the whole arrangement was done. If the tickets were on single itinerary then there would be a problem. However if the trip was done on two different itineraries then cancelling the domestic leg would not have been an issue. The fact that the agent told them to cancel the ticket with AI directly makes me believe that it was a single itinerary. In that case they should have never let the agent get away with “cancel with AI directly”. No, it is not a cancellation but a modified itinerary. The agent should have modified it; not the passenger.

    One cannot fly international directly from Kashmir. Given their original carrier was Air India they would most likely be flying out of New Delhi in their original itinerary.

    The best course of action would have been to go directly to the AI office in Hyderabad and get the changes done and get a revised ticket issued.

    Also looks like nobody did their homework. J&K has always been a trouble spot. If you decide to go there the smartest thing would have been to buy a domestic ticket in India, separately.

    Generally most US travel agents are of little or no help when traveling to India. You need someone who is from India or has traveled there a LOT.

  • Bill___A

    I understand, but I don’t have time to weed through all the bad ones. The last time I “had” to deal through a travel agent was when my mother booked an expensive family trip to Disneyworld in Florida. Having been there before, I knew very well how the magic bands and passes worked. However, my mother insisted the travel agent “knew what she was doing” as dates passed where we could begin booking fast passes in advance (we were staying at a Disney resort). I had to convince them all to build Disney accounts since of course that hadn’t been done. Once we got through this, they tried to “hide” from me her other mistakes, such as booking my adult nephew as a child on the airline (she had taken ID information as it was for Disney and even knew the ages) and other such things. The trip cost tens of thousands of dollars and the absolute incompetence of this “mature and experienced” travel agent with a big travel agency caused enough angst that almost two years later, it still causes annoyance to think about it. Some time before that, I had gone into another travel agency, a major firm, and the travel agent (who also was the branch manager) berated me for actually wanting a non smoking hotel room in London, England. She said “maybe” they could do something about it if I got a letter concerning a medical condition requiring smoke free rooms. I’m sure you and others could tell me many times when a travel agent has saved the day, and I fully understand that, but my experience with travel agents has resulted in nothing but problems, increased costs, and annoyance. I am actually in the city right now where the “incompetent” agent that booked Disney is located. Something needs to be done to get these types of people out of the industry. I am doing quite well myself booking things on my own in the meantime. Happy New Year.

  • Bill___A

    Are you saying India does not have internet? Or mobile phones do not work in India? It might have taken a few seconds longer, but It costs me $6.50 a day to use my mobile phone in India (max $65 per billing month) to use my mobile in India with an IP address similar to my home. I would have come up with the same information and made the call within these cost parameters – and the cost of the call would be included in the aforementioned fees. There is absolutely no excuse for how this went down. Yes, the OP was making a change that would have cost money, but it should have been doable for a reasonable amount.

  • Annie M

    Not at all. I said that sometimes wi fi doesn’t work well in different areas or may be very slow and sometimes when you are on a cell phone you cannot access the full website of what you are looking at. Everyone doesn’t have the same phones or plans.

  • Bill___A

    Having bad internet connectivity could be anywhere, including the United States. The point is that the agency, although not defending their abhorrent service, does in fact have a 24 hour number AND I found it very quickly. Saying that the internet “could be bad” – maybe she got a cold and couldn’t talk on the phone, or maybe her glasses broke and she couldn’t read the ticket conditions. My point is that the discussion is not about internet connectivity or phones, it is about the bad service that the travel agency gave, and I was correcting one thing and one thing only, which is that they did in fact have a 24 hour number to call.