Gerry Schwartz reserved a Advantage car when he booked his Hawaiian Airlines tickets online. It just took a few extra clicks and the weekly rental cost only $270. So why did he end up spending an extra $707 for his car?
The answer is not just interesting, but it also raises questions about an Web site’s responsibility when something goes wrong.
When Schwartz and his wife landed in Maui recently, they discovered the Advantage location was closed.
We were informed by a Hawaiian Airlines employee to go to Dollar Rent-A-Car and they would honor my reservation.
We went to Dollar Rent-A-Car office and they told me that they had no arrangement with Advantage Rent-A-Car and that we would have to rent a car from them and pay for the rental with them and settle with Advantage ourselves. That rental with Dollar cost my wife and I an additional $707 for the week.
Schwartz called Hawaiian and was told the airline was “in no way responsible for the car rental that we reserved.”
Even after I informed them that the credit card payment went to Hawaiian Airlines they emphatically stated that they had no responsibility and to call the car rental office. The person on the phone provided me with the 800 number, which I called but of course this number was no longer in service.
When we returned home, we called Advantage and spoke with two people. The first person I spoke with stated that I should have received an email stating that “certain offices” were being closed and who in Maui would handle our reservation. I mentioned that I never received any email informing me of this and requested to speak with a manager.
I was transferred to another person who rather rudely informed me that Advantage was “bankrupt” and they had no ability to return my rental payment. When I requested the state that they declared bankruptcy in so I could file a claim she merely stated she had no idea and probably I could find it on their Web site.
I couldn’t find any reference to the “not my problem” attitude expressed by the Hawaiian employee to whom Schwartz spoke. Quite the contrary. The airline’s code of business ethics and conduct (PDF) suggests it shouldn’t have abandoned a paying customer.
The Company’s directors, officers and employees shall conduct themselves in a fair, ethical, legal and honest manner. In conducting the Company’s business, trust and integrity must be a cornerstone in all of the business dealings and relationships these individuals establish with stockholders, customers, vendors, competitors, governmental officials, communities, the media and the general public, as well as each other.
The Company’s directors, officers and employees shall not engage in conduct or activity that could raise questions as to the Company’s honesty or reputation or otherwise cause embarrassment to the Company or its stakeholders. There should be careful observance of laws and regulations, as well as high regard for appropriate standards of conduct and personal integrity.
Schwartz decided to put his complaint in writing. And something finally clicked at Hawaiian. Here’s its final answer:
Please extend my apologies to the client for any inconvenience they experienced. The client was given a vehicle. However, he was charged locally. I have applied the voucher and issued a credit to his credit card in the amount of $668.34. The remaining balance is $38.66 for the taxes and fees.
I trust this resolves this matter.
It does, but there’s a broader lesson here: A travel company has to stand by the product it sells through its site. If it doesn’t, then what’s the point of buying anything through a third party? Hawaiian Airlines did the right thing when it helped Schwartz recover his money — eventually.
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.
Elliott is consumer advocate 
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