Expedia, Americam Airlines, Caribbean Airlines

On November 6, 2007 I booked flights from Dallas, Texas to Tampa, Florida (AA1430) to Miami, Florida (AA1530) to Port of Spain, Trinidad & Tobago (BW483) for December 30, 2007 on Expedia. The purpose of this flight was to return to my residence after a week of visiting family near Dallas for Christmas. This was almost two months in advance of the flight. At no time did I receive any information that there was anything wrong with these flights.

On December 30, 2007 I arrived at 6:30 am for the 9:05 am flight. When I got to the American Airlines ticket counter, I was told that I could not go on the flight because there was supposed to be a 90 minute time between flights in Tampa and the booking had only 55 minutes; this was not enough time for my luggage to be transferred. The woman at the counter would not take my bag and would not put me on the flight. I called for a supervisor and a person named Bonita Frentzel came and simply repeated what the woman at the counter had told me. I stated that it was alright with me if the luggage didn�t make it, as I was going home and there was nothing in it I needed immediately. She dropped the argument regarding not enough time to transfer luggage and became adamant that I would not be allowed on the flight. I told her that I had never heard of such a thing and had never experienced such a thing. Then she told me that it cost the airline $235 US to have to deal with baggage that was late. So, I told her I would pay it. She dropped this argument and became adamant once again that I would not be allowed on the flight. At no time did anyone offer to re-route me. So I said, �What am I supposed to do?� Ms. Frentzel stated that I would have to call Expedia and get them to fix it. I can�t recall ever encountering someone who was so rigid, inflexible and downright nasty as Ms. Frentzel. I got the distinct impression that Ms. Frentzel felt I deserved all the trouble I was having because I had used Expedia and had not booked through the airline. After several tries I finally got her to give me Expedia�s number as 877-397-3342. This was not a correct number and the phone booths across from the ticket counter would not even accept such a number..

I eventually got through to Expedia on my own. The first time I was on hold for so long I hung up and called again. The second time I was cut off. The third time a woman who gave her name as Bemi did help me. She ascertained that the problem was not with the time in Tampa. The problem was that, since I had a one-way ticket, the airline would take me only if I bought a round-trip or could provide proof of residency in Trinidad. She assured me that I was good to go with either solution. I went to the ticket counter again and explained to a new person behind the counter what was needed and provided her with my proof of residency. She said the computer would not accept that � and went to get Ms. Frentzel. Again I encountered a brick wall � no offer to help or re-book. I told her it had been cleared by the main office and to call them. She refused. I had no choice but to call Expedia again.

Explaining all that had occurred so far, each time I got a new person at Expedia, was problematic � and time consuming. I was told there was no way I could talk to anyone with whom I had already spoken. This time a gentleman, whose name I did not catch, worked with me extensively. He told me that both the transfer times were fine and that the airlines had booked them that way. He then discovered that American Airlines who ran the first two flights and Caribbean Airlines who ran the third flight were each blaming the other and taking no responsibility. In fact he told me he thought they were both lying. So, he finally got in touch with the American main office, and someone there told him they would allow me on the plane; to simply go to the ticket counter.

I went to the ticket counter. Unfortunately the flight had left two minutes prior to this. I had spent 2-and-a half hours on this � and Ms. Trentzel had gotten her way (she had a hard time suppressing her smile). She was delighted to state that all of their other flights were full; I would have to make arrangements with Expedia to get home. I went to call Expedia again. I was told by the woman I connected with there that the airline had to do the re-booking, not Expedia.

I was so frustrated at this point, that I simply went to Continental Airlines and paid full price (for which the woman behind the counter apologized!) for a flight home. Continental Airlines were my saviors. They treated me with respect, helped me out, got me good seats, and never once told me they would not, or could not, do something. Continental clearly understands customer service. They even gave me a voucher for reduced hotel rate because I had gotten to them so late they could not book me in one day.

I have never heard of anyone being treated in such a manner as I was, nor has anyone else I have told about this.

Items that need to be resolved:

1. I paid for a service through Expedia on American Airlines and Caribbean Airlines which was not provided.

2. I paid $76 for a hotel at which I should not have had to stay.

3. I paid $300 more for the flight on Continental than the flight I had booked through Expedia.

4. Expedia, American Airlines, and Caribbean Airlines need to resolve their issues as related above.

5. American Airlines needs to train the Dallas staff how to provide customer service and be less rigid and unpleasant.

6. Expedia needs to set up their phone center to accommodate repeat calls.