Good show! Hotwire bends refund rules for sick customer

Everyone knows there are exceptions to the travel industry’s strict refund rules. Unless you’re dealing with one of the so-called “opaque” Web sites, where all sales are final, and the only thing missing from its terms and conditions are, “Abandon hope all ye who enter here.” At least that’s the conventional wisdom. But maybe the conventional wisdom is wrong.

Robert Stringer thinks so. Last August, he rented a car for a week through Hotwire in Washington. “My wife and I planned to visit our son who lives in Virginia,” he says. “About a week later my wife became extremely ill and had to make several visits to our local hospital for a series of tests. Her physician ultimately restricted her travel for at least six weeks. The physician also issued a very detailed letter explaining her restrictions and stating her specific illness.”

Hotwire’s rules are clear about Stringer’s options. Simply put, he has none. He must pay for the car, whether he uses it or not.

Or maybe not.

I called Hotwire customer service and explained our situation, acknowledged that I understood their rules. However, would they entertain my request based on my wife’s condition?

The customer service representative was extremely courteous and asked if I had any documentation from her physician attesting to her condition and travel restrictions. When I said I did, he said no problem. He sent me an e-mail with a specific address and instructions to either mail the documentation or to send it via facsimile. I sent the fax later that evening.

The next day, I received another e-mail informing me that I was approved for a refund minus a $25 fee due to my wife’s medical condition and that my next credit card statement would reflect the credit. How’s that for good customer service?

I am comfortable with paying the service fee versus the initial $197 for the rental. I might add that I have used Hotwire at least five times in the past to rent cars and have never experienced any difficulties or problems whatsoever. It is my site of choice for my car rental ventures.

Hotwire deserves credit for doing the right thing. They have made a friend for life with me.

There are a few important takeaways from Stringer’s case. First, it doesn’t hurt to ask about a refund, even when you aren’t entitled to one. Second, Stringer’s approach was highly effective because he didn’t demand anything based on his wife’s conditions. Being aggressive is a big turn-off to customer service agents.

And finally, no rules are written in stone. Travel companies can bend them — if you give them a good enough reason.

Nice work, Hotwire.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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