Need ideas on how to handle this-airline related

We have an 18 year old that lives with us when she is not in college. She is the sister of a very dear friend of mine.

Said friend lives on Sicily and K was leaving to go there today, direct flight from JFK to Rome. So, just before she is to leave, I look at her and say "You have your passport?" and she said "OMG It is in the desk at school"

So, she calls school, no one can get it to her (basically the dorms are closed up) there is a SLIM chance that an RD may be able to get it Monday and Fed Ex it to her for Tuesday delivery. Then she spends the entire afternoon on the phone with Al Italia and Orbitz (she booked thru Orbitz and had travel insurance with them) finally to be told at 5.30pm (after being on hold with Orbitz for 75 minutes) that since it was past the time of the flight, she was a no show and was out the $1500 that the ticket cost her and Christmas with ehr family

So, I think she should complain to Orbitz she spoke to them around 2pm (after an hour wait) and they told her to call Al Italia (she had spoken to them and they said call Orbitz) but is there anything else we can do?? I feel so bad for her!!

If you go this far, thanks and

Re: Need ideas on how to handle this-airline related

Omg...that's awful

But they are going to say it's her fault for not having her passport :( I am so sad for her....

Re: Need ideas on how to handle this-airline related

Re: Need ideas on how to handle this-airline related

How awful!

Message edited 12/19/2009 8:13:03 PM.

Re: Need ideas on how to handle this-airline related

Kate you definitely should try again with Orbitz,and escalate the matter if the customer rep can't help you; that's a lot of money!!!!!!!!!!!!!!!!!! Here's a msg they posted on Twitter:

Winter Storm Impacting Travel in the Northeast and Mid-Atlantic States

A winter storm in the Northeast and Mid-Atlantic states is expected to impact travel over the next few days. Travelers are advised to check the status of their flights before leaving for the airport.
If your travel plans are impacted by the storm, Orbitz will waive our change fees and work with our travel partners to get you reaccommodated.

Re: Need ideas on how to handle this-airline related

Re: Need ideas on how to handle this-airline related

Both flights to Rome out of JFK are currently delayed. She has that in her favor as well as the fact that there is a blizzard.

She can and should fight this to get her money back or perhaps rebooked later if she's able to get her passport.

Make sure you guys document EVERY person you talk to and thing you discuss.

I am so sorry for you guys- what a stressful thing to be dealing with.

Re: Need ideas on how to handle this-airline related

Posted by Porrruss

Both flights to Rome out of JFK are currently delayed. She has that in her favor as well as the fact that there is a blizzard.

She can and should fight this to get her money back or perhaps rebooked later if she's able to get her passport.

Make sure you guys document EVERY person you talk to and thing you discuss.

I am so sorry for you guys- what a stressful thing to be dealing with.

Re: Need ideas on how to handle this-airline related

I feel so bad for her! Hope everything works out!!

Re: Need ideas on how to handle this-airline related

Awwwww...poor thing and your mom is so sweet....I hope it all works out

Re: Need ideas on how to handle this-airline related

I hope it all works out! I feel so bad.
Definitley have her try and fight it.

Re: Need ideas on how to handle this-airline related

My cousin's flight from Miami was cancelled tonight. If her flight was cancelled then I would think she would be able to rebook. But the passport issue is another problem in of itself!