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Nelson Woman Fights for Answers After Hotwire/United Airlines Is - NBC29 WVIR Charlottesville, VA News, Sports and Weather

Nelson Woman Fights for Answers After Hotwire/United Airlines Issues

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Hosed by Hotwire - that's exactly what one Nelson County woman says happened to her, and now she's telling her story to make sure it doesn't happen to anyone else.

Karen Asher's Thanksgiving plans went out the window when she showed up to the Charlottesville Albemarle Airport to find out the plane she booked would not be on the tarmac.

Asher has been trying to get a straight answer for weeks, but says neither United Airlines nor Hotwire want to accept responsibility. She says it's not so much about the money, but getting some real customer service.

Asher booked a trip through Hotwire.com last July to travel from Charlottesville to Dulles and from there to Colorado Springs on Thanksgiving Day.

"And when we got to Charlottesville we were informed there was no such flight from Dulles to Colorado Springs,” said Asher.

Concerned that she and her husband wouldn't get to see their family at all, Asher settled for a flight to Denver driving the rest of the way.

“If we came back the next day, there were no flights, everything was booked, so it was either go to Denver on Thanksgiving Day or not at all,” said Asher.

Frustrated she contacted Hotwire in search of answers.

"And finally he said, we need to research this. And at that point I kind of lost it. And I said, what's to research,” said Asher.

Asher says instead of getting answers she got caught in the middle of a Hotwire-United Airlines blame game.

“And they keep pointing their fingers at each other and no one is taking any responsibility,” said Asher.

That went on for weeks, until finally United Airlines produced an email showing Asher's flight changed back in August. Hotwire failed to notify her of the change and in fact, sent an confirmation email nine days before the flight.

"What has happened, Hotwire sold it to the individual, but used the airline inventory,” said Jane Dorrier, owner of Globe Travel. 

Dorrier says the rule of thumb is the seller of the ticket owns it, making it Hotwire's responsibility. She says it's best for people to travel through agents - someone who can step in and fix things.

"And we are here for the client. We often give our cellphones out, so we are there along the way. They are not traveling alone,” said Dorrier. 

Asher also missed an evening of work because her new flight forced her to return to Charlottesville later.

"I will not deal with Hotwire again," said Asher. 

NBC29 did contact Hotwire's media representatives for comment. While they did not answer our specific questions, they said Hotwire would look into the case further.

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