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Written on: 15/01/2018 by JB310 (0 reviews written)

What a nightmare! NEVER use Expedia for international travel. And NEVER, EVER accept and book a flight with Hahn Air Systems. THERE IS NO HAHN AIR SYSTEMS – as I learned while trying to board my “Hahn Air Systems” flight recently in Vietnam. Luckily, I had asked my hotel to confirm my flight and departure status the morning of my flight to Phu Quoc (PQC). That’s when I knew something was wrong. After making the request, my family left for our tour of Saigon. Midway through the morning, our guide got a call from the hotel saying they couldn’t find any Hahn Air Systems flying out of SGN, that no airline recognized the confirmation number or ticket number assigned by “Hahn Air Systems,” that there were no flights with the flight # I was provided, and that no airline had any record of a passenger with my name traveling that day. Well, that didn’t sound good, so I left our tour early and took a cab back to the hotel to try to figure all of this out. We were set to leave the hotel around 1:30 p.m.; I had a few hours left to set things straight. Only, none of this is easy when you are in a foreign country with no cell phone – and are dealing with Expedia. I had to use the hotel’s cell phone to call the member service line, where I was told that for any flight questions, I had to contact the airline directly. So, I go on my phone and use the WiFi to find out a contact number for “Hahn Air Systems.” This took a while, as they aren’t really an airline, but another air travel booking company, based in Germany. 20 minutes later, I find a phone number on their Web site – it’s not toll-free, somewhere in Europe, presumably Germany. The hotel is gracious enough to place the call for me. On the third try, the call actually goes through, and I after some explaining with multiple personnel, I am connected with someone who tells me that they do not have any more details on my flights, but that I am booked on VietJet, and that Expedia should have provided me those details. Well, they didn’t. We call VietJet directly again at SGN, and they have no record of my family traveling that day. Back to Square 1 – an hour later and starting to sweat. The hotel, a little less patiently now, allows me to try to call Expedia again. Remember, while it is toll-free in the U.S., the hotel is still being charged for an international call. Again, this is Vietnam (I am dealing with all of this in Vietnam, Expedia!), and the call doesn’t go through the first few times. When it finally does, the person on the other end assures me that “Hahn Air Systems” should have sent me all the information I needed – that Expedia was not responsible for the actual flight confirmation itself (even though as you can see below their confirmation with me clearly states: “Booked – No need to confirm” and that my itinerary can be used as an e-ticket: “Before traveling, print a copy of your itinerary and take it with you!”). Ha!!

Now we’re up against the clock. The tour guide brings the rest of my family back to the hotel, and it’s time to leave for the airport. With no other solution, I impose upon our tour guide to ride with us to the airport, and use her cell phone to once again try to call Expedia and see if someone can make this right. Our tour guide could not have been more gracious and helpful – bless her – she even had to go around the corner to buy International air time for her cell phone coverage to help out.

Finally, in the cab, as her cell charge is dying and we have to ask the taxi driver to borrow his charger, I get through to someone at Expedia who is helpful. (I wish I had gotten his name – was a little flustered at the time.) He agrees to put me on hold and call “Hahn Air Systems” himself to get the actually flight confirmation numbers I will need and that VietJet will recognize. He does, and as we are now in the airport, he says he needs to speak to the airline directly when we check in. We wait in line, he stays with me on hold, and when we finally get to check in, of course the woman behind the counter does not speak English. She stares blankly at the “Confirmation” and “Ticket Numbers” I have from Expedia and “Hahn Air Systems,” and shakes her head. Expedia guy, who I know was really trying, ultimately could not help.

Again, thank goodness for our tour guide. She finds out where the VietJet help desk is and takes our plight over to them, where five minutes later, she has the whole thing straightened out! I still don’t know what she did, but she finally had the VietJet booking numbers for my family and we sailed through check-in and Security shortly thereafter. Huge thanks to the overwhelming friendliness and helpfulness of the Vietnamese people throughout this process. I gave our tour guide a large additional tip for her afternoon airport efforts and repaid her for the international phone charges of course. No thanks to “Hahn Air Systems” and Expedia. When the one helpful guy realized I had failed, I asked to speak with a “manager” to express my frustration and point out what was obviously a major flaw in their booking process. The woman who then got on the phone with me was less than sympathetic and borderline rude. She kept insisting this was all “Hahn Air Systems’” fault, and that they should have sent me all the information I needed. They obviously hadn’t. Imagine I am dealing with all of this in Vietnam – I do not speak the language, I can not read any of the signs, and I don’t have cell phone coverage to deal with any of this on my own. What was Expedia expecting me to do?! Without a LOT of hard work on my part and the kindness of strangers, the four of us would never have made the flight. I thought Expedia was supposed to make travel easy. You know, “expedite”?? I am talking to this Expedia woman on someone else’s phone, in the middle of a crowded, noisy airport, and she’s making excuses. Finally she asks to put me on hold, comes back and tells me she can offer me a $200 voucher toward future travel booked through Expedia for my troubles. Well, that’s something I guess, but in my mind comes nowhere near the panic and aggravation caused by this ridiculously inept booking process, especially since we could have easily missed this flight as a result of Expedia.

In fact, we had another flight booked on “Hahn Air Systems” later that week. For that flight, I actually did receive one email from Expedia saying my flight time had changed and naming VietJet as the carrier. However, again the flight # that was provided was wrong, the confirmation # provided was not one that VietJet would recognize (I now knew how their numbering system worked) and the INFORMATION EXPEDIA PROVIDED ME ABOUT THE FLIGHT CHANGE WAS WRONG! Having received the real confirmation numbers from VietJet, we doulble checked our flight out of Phu Quoc and indeed were still on the earlier flight as originally scheduled. IF WE HAD GONE BY THE EXPEDIA GUIDANCE, WE WOULD HAVE MISSED THAT FLIGHT TOO!

Way to go Expedia and "Hahn Air Systems," without you, I would have had a flawless travel experience. Instead, I’m wasting my time writing this cautionary review for other travelers and spending hours with your support staff to track down the token remuneration you promised. Thanks for nothing!

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