Hotwire Expensive Typo San Francisco California Nationwide

I made a typo mistake on the spelling of my son's last name on his airline ticket.  I left off 1 letter.  I only noticed this a week before our international flight when I printed up the itinery.  Our flight leaves July 4.  I called hotwire, where I purchased the ticket, immediately on June 27.  I was told it was not a problem and that they would email the airlines (XL Airways) and Hotwire would get back to me within 24 hours.  After I had not heard anything in 24 hours I called again.  I was told they had no record of my calling the first time, but again, this was not a problem and I would hear back within 24 hours.  Again, June 29 I had not heard anything and I start to panic.  I called and eventually reached a supervisor and was told that the initial email for some reason had never been sent.  Again, to wait for 24 hours for a confirmation that the correction had been made.  But July 1 I still had not heard anything.  Again I called.  Waited on hold with a supervisor over an hour who never got back to me. 

So here I am July 2 calling again.  This time I reach a supervisor who has now informed me that the service decsk they need to reach at XL Airways is closed for the weekend and now there is no longer anything they could do.  She said the email went out to the airlines late on July 1.  When she eventually hung up on me, several hours later, I called again and reached yet another supervisor.  She then informed me that the email went out of July 1, but when I informed her that I had been calling since June 27 and now the airline service desk was closed for the weekend, she changed her story and said the email went out june 30 and it was all the airlines fault for not getting back sooner.  I was also informed that there are no managers for the supervisors.  I talked to several supervisors, some in the Phillippines and others in South America.  I thought maybe Hotwire woudl issue a "credit" for my flight and then I would repurchase the ticket and not make a typo!  She said she could not authorise this and that the only person who could lived in Las Vegas.  So her only manager was in Las Vegas while she was in the Phillippines.  I asked if she needed to take a sick day was she obligated to call the Las Vegas manager for approval before she took off sick and she said yes.  I do not believe this. 

In the end, in order to be sure to leave on our international flight, I was obligated to purchase my son another ticket directly from the airline.  I would fully ecpect Hotwire to reimburse the cost of the initial ticket (which was for some reason $200 more than when I bought it directly from airline).  I feel their customer service representatives are incompetent and some have a limited grasp in English.  Quite frankliy, I am not sure what is the difference between a simple customer service respresentative and a supervisor, as the supervisors have absolutely no knowledge or authority to do anything helpful other than to repeat again and again that they are very sorry and that they undertand, when clearly they do not.