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expedia.com Complaint - Expedia telephone service lousy - Airfare
expedia.com Complaint

expedia.com Complaint


Expedia telephone service lousy - Airfare

I am very dissatisfied with the phone service I received from Expedia. It was not a particular agent but connection to the agents and wait times involved to get problem resolved as well as visibility to the changes made on the phone on the website.
1. I called to cancel a flight to Philadelphia (Itenary#110770029873) the day after it was made. I was CUTOFF as we were cancelling this on the phone. I received no call back, no e-mail, nothing. I looked at the website and it said cancelled on the website (The expedia manager that I spoke to two weeks later disputed this fact). I saw 2 weeks later that this flight was not cancelled. I called to cancel but now there was a $200.00 change fee. I was on the phone for MORE THAN 3 hours trying to resolve this and again I was CUTOFF and had to call back myself. There was no callback, no e-mail, nothing. I talked to an agent and his manager who said ‘He did not believe me’ about seeing the flight cancelled on the website.

2. I was eventually able to get this flight cancelled(I was given NO instructions or references on how to use this credit). I used the credit to rebook but ended up loosing $345.00 because of differences in flight costs. I had to do it by phone with expedia. I was tranfered to 3 different agents and it took over an hour! – I could have waited longer for a more comparable flight in cost but after spending hours on the phone with expedia and getting cut off 2X I wanted to get this overwith. I cannot afford to spend hours on the phone, get transferred 3X, and cutoff with no callbacks.

UPDATE ******Now I look under ‘My trips” on Epedia under my login and I DO NOT SEE MY FLIGHT RESERVATION THAT I EXCHANGED FOR MY CREDIT!!!!******
How can I get this to show up!! Is there no duplication from the phone to the website? Did someone forget? This is unacceptable!!
I have enjoyed using Expedia for over 10 years and would like to continue to but this type of customer service is inexcusable. I need assurances and some kind of remediation to these issues: 1. Money- $345.00 by not contacting me about the cancelled flight. 2. Time - cutoff 2x and then transferred 3x to different agents.3. Time- Again I spent over 4 hours on the phone trying to cancel this flight and rebook with the credit and 4. Now the website does not show what I spent hours on the phone trying to fix!!!! If I do not get a satisfactory resolution I will report this to the Better Business Bureau.

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