Nicole L.

I am going on a trip from Texas to Minnesota to visit my ailing mother. I booked a flight through Hotwire for a Delta Flight and an Ace Car Rental to faciliate my trip. Everything was okay and I was pleased with the service. Then, due to COVID-19 "Precautions" I was notified that the Delta flight schedule was changing from 1.5 hours on the orignal flight and then 3.5 hours on the return flight. Sadly, these details are very important.

Let me explain: Delta's change of the flights shortened my trip 29 hours, through no fault of my own, due to COVID, also through no fault of my own. I had paid for a 5 day car rental, but now only needed a 4 day rental, and the cost was $100 refund I was seeking. Then it got worse.

Having called them 3 times, and hung up on 3 times each at 30 minutes, I tried one last time to get a refund, since most companies in this time of the COVID pandemic are being extra generous with cancellations and refunds because of changes happening to customers that are beyond their control.

Not so with Hotwire. I just spent 93 minutes calling them, reaching them, being put on hold for 30 minutes, and getting railroaded back and forth between operators. I explained my situation in a calm manner, and the bottom line was that due to the polilcy of Hotwire, I would not receive a refund because one of my changed flight times did not exceed 4 hours. Let me say that again: both my flights shorted my trip 29 hours, and of the flight changes, one flight was shortened 1.5 hours, the other 3.5 hours, thus being short 30 minutes to qualify for a refund.

I have read the other reviews here, especially Angella R.'s 5 star review (sounds like she is employed there). Her review is faulty, because no matter how long I waited (All my calls amounted to 3 hours, which I did wait), and no matter that it was a Hotwire HotDeal (it is), there was NO OPTION for a car refund or credit, no assurances were given. The fact that this site gives Hotwire less than an overall 2 stars doesn't surprise me now.

Please, do not patronize this company. Don't believe the guarantees. Don't be suckered in by their flashy television commercials. I was scammed. I didn't need to pay an extra $100 dollars to a company that shows an uncaring and uncompassionate response. My family isn't rich and during these UNPRECENDENTED TIMES, what's $100 to a company that probably makes over a million dollars a day? To me, $100 dollars is the price of loyalty that they squandered to tightly hold that money in their business account. No amount of calling, getting assurances or guarantees, or any amount of patience will get you anywhere with them. Having traveled to more than 50% of the USA, I could not recommend Hotwire any less than I just did. If you have been through my experience, I am sorry for you. If you considering Hotwire, please, for your own sake, go somewhere else.

I truly hope this post helps. Stay safe, stay healthy and God bless the USA!