Daphne T.

My husband crashed his foot after I've purchased an unrefundable 5-star resort. Although I knew it's unrefundable, I tried to explain our misfortune to Expedia. My phone call was answered in a few seconds. The representative Joe was sympathetic and told me to hold on line while he was making a phone call to the hotel. Few minutes later he told me the hotel was willing to fully refund me. Then he sent me a cancellation confirmation to me. Right away. Next day I found a full refund was credited back to my account. It's a big relief, especially in a stressful period. I appreciate Joe's thoughtful and capable services. And I will be a loyalty to Expedia.

My husband crashed his foot few days after I've purchased 2 air tickets from Flighthub. I called them to cancel our booking and explained our misfortunes. They told me to pay $150 each ticket to them for "modification fee" and air line would charge me another $200 each ticket for penalty. Thus I paid $300 to Flighthub for cancellation before getting the refund. But they didn't send me any confirmation about the cancellation or invoice of "modification fee" until 8 days after I made 2 more phone calls to urge them.

After contacting with airline, I was told the airline provides full refund for the cancellation due to medical issue, if Flighthub keyed in a code at first. They suggested me to ask Flighthub to fix their mistake. Later on, I made several phone calls to Flighthub and talked with different representatives each time. But they just stalled me off and let airline charge me another $400 for the penalty. They are unwilling to correct their mistake which caused additional $400 penalty fee from airline.

Although all the Flighthub representatives have made excuses and done nothing for me, I was still asked to provide a medical certificate and a marriage certificate to prove the relationship between me and my husband. By topping up the stresses from our misfortune, I made more efforts to get the "proofs" they asked. Then I scanned and emailed to them as told. I also made a couple of phone calls and spent several hours to follow up the case. Nothing was done. They just spited me.

By the way, according to my experiences, nobody will answer the line on "option 2" for changing or "option 3" for cancellation. I've waited on the phone for more than 30 minutes before hanging up hopelessly every single time. Only the line for new booking, option 1, got answered.

I realized I was on a PIRATE BOAT by mistake.