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    by mkataoka Fodor's Editor | Posted on Nov 28, 16 at 01:31 PM
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Who's responsible Delta or Expedia? Please Help!

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2 of my girlfriends and I booked a 4 day 3 night trip package from Ottawa to Manhattan through Expedia on a Delta flight leaving at 6am Thursday morning for my girlfriends birthday on the 15th. When we arrived at the ticket counter to check in with Delta at 4:20am, we were told that 1 of the members of our party was not allowed to board because she was flying with a portugese passport and did not have an ESTA visa. This was the first time that we had heard of this particular visa. We were informed that there was a pay internet terminal in the airport, so we went and were able to get an ESTA number immediately.

We arrived back at the counter at 4:40-45am. When we arrived there we discovered that the flight was overbooked. The guy helping us was originally going to book us into seats 2abc, as only seats 6b&d were available. The other woman at the counter, who I am guessing was his superior, told him to put us into the 6 series seats and that she would release the other seat for us. They finally had our boarding passes issued to us at 5:12am, 25-30 min AFTER we got back to the counter.

While we were in line and going through security and waiting to go through customs, the ticket attendants realized that they had bypassed my girlfriends ESTA visa number which caused it to be flagged for secondary screening at customs. 2 of us cleared customs at 5:45ish. When we realized that our girlfriend was not with us, I went ahead to try to find out what gate we were to go to for boarding. The ticket attendent who had been helping us, was just outside customs looking for us. I went ahead to the boarding gate, and informed them that our friend was held up at customs, and we didnt know what was going on. They told me that they were going to have to pull my bag and that they would put us on the next flight. This is where I need to know where the blame lies.

When the Delta attendent attempted to reissue the tickets, apparently we had booked supersaver bulk tickets through expedia. Delta then claims that they were unable to reissue them because of this reason. They said that Expedia had to reissue the tickets. They put a waiver on the record locator for our file, but Expedia told us that once the flight had left, they could do nothing for us from their end, unless we bought entirely new tickets. Delta spent 4 hrs trying to say that Expedia was to blame for not informing us that we needed the ESTA visa, and that is what caused us to miss the flight. In actuality it was DELTA who spent 20-30 min trying to assign us seats, and not entering the ESTA visa number correctly that caused us to miss the flight.

Delta tried to even rebook us onto a direct flight with Air Canada at 2:00pm but for some reason the tickets were never reissued. Delta has already offered to send us a $100.00 travel voucher each, which was supposed to be sent to my e-mail last night which has yet to arrive.

If there is anybody out there who knows how Expedia deals with the airline companies and who I should be going after for compensation for the flights please help me!

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