marți, 4 iulie 2017

lastminute.com "fake" direct flights

http://tidd.ly/1a84db0 Last minute ticket page at Getmein
A few weeks ago I booked a direct flight from London Heathrow (LHR) to Dallas Fortworth (DFW) through lastminute.com and operated by American Airlines. I got a confirmation email showing the details of my direct flights and everything seemed fine. 24 hours before my flight (scheduled for Friday 25th of March) I visited American Airline's website to check in, only to find out that my flight was not direct as per my booking but had a stopover in Chicago (ORD) for 2 hours. I visited again both sites and found out that although lastminute.com showed my flight (AA0091) as direct flight from LHR to DFW, American Airlines showed it as two flights. One from LHR to ORD and one from ORD to DFW. I called lastminute.com and explained what happened and they said that it looks as a direct flight to them which means I won't have any problems. Later that day, through the American Airlines app I found out that I was arriving at Terminal 5 in Chicago, but leaving from Terminal 3. I checked the airport map and saw that in order to move between terminals I had to go from secure the area through border control into public area, take a shuttle and then go through security again. I immediately called lastminute.com again explaining that there is no chance I can manage all that within 2 hours and I demanded to be transferred to a direct flight as I have booked and paid for at no extra cost (price difference between indirect and direct when I booked the flights was more than £300). I asked to speak with a manager and he reassured that none of these will happen and that the airline will transfer me to the terminal through secure area. I got them to send this to me by email as a proof and so they did. On Friday the 25th I went to Heathrow on time for my flight but when I arrived at the departure gate the American Airlines stuff told me that since the flight was delayed there was no chance I would make it on time for the second flight. While boarding I called lastminute.com again to complain. The representative claimed that the flight is direct -implying that I am lying. I suggested he could speak to a member of the crew as I was already in the aircraft but he refused. I then asked them to get me into a later flight from Chicago to Dallas the same night. As we were about to take off I asked them to sort it out and let me know when I arrive in Chicago. They did nothing, resulting in me spending the night in Chicago, although I paid for a direct flight to Dallas. As you can see on the video, they still sell this flight as a direct flight.

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