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expedia Complaint - Horrible Customer Service Experience - Airplane ticket
expedia Complaint

expedia Complaint


Horrible Customer Service Experience - Airplane ticket

below is the copy of my complaint sent to Expedia ! Someone just replied to me. There is a glimpse of hope that this issue might get resolved! I'll put update on this site as I go.

RE: Other:Payment - Case ID : [REQ:M-10149796]

Hello Chester. Thank you for your reply regarding my complaint! I%u2019m resending the full version of it (since your website has a character limitations I think you only got the second half) from the email associated with the account, as you requested.
Also please feel free to write back to this email: a*******@yahoo.com

From: one VERY disappointed customer who had a truly HORRIBLE experience with Expedia!
We've been trying to get a refund for the airplane ticket, because the passenger was unable to fly the last moment! We called on April 12th around 3 am Pacific Time (literally within an hour of the incident) and spoke with the Expedia representative. He named himself John and gave us his extension #, which was 7919. He put us on hold for HALF AN HOUR while talking to resolve this issue with the Airlines. He told us that the case was escalated to the supervisor and that it was a matter of approval for us to get a refund. He also gave us a confirmation number pertaining to this case (#2QBHMB) and said that we'd hear from the Airlines over the email the next day.

When we did not hear from the Airlines Company, we contacted them ourselves. We explained the situation and they told us to contact the place from which the ticket was purchased %u2013 i.e. Expedia - for a refund! We called Expedia again (on April 19th, 2015 between 10pm and 11pm). After being put on hold for 20 minutes, a female rep actually disconnected on us after NOT being able to locate the info. Then we called back again, and this time asked for a supervisor in hopes that we'll get some competent help. When we asked him to give us his extension number, he refused to do so and only reluctantly shared his first name (Marc).

We explained the situation to him. We were SHOCKED when we heard what he told us. He basically told us that there was NO such confirmation number associated with the case, NO notes on our account about the phone call and actually NO phone call registered with John on April 12th, 2015! Then he told us that it does not even count what John said because he was in another country.
It%u2019s beyond my comprehension on what difference it makes in which country your representative is? Isn't it all under one COMPANY of EXPEDIA??? And how can you NOT locate your own representative and your customer's phone calls with all the info that is provided to you with the names, extensions, and confirmation #s??
I thought Expedia was a reputable company that could be trusted! Boy was I wrong!!! That's not to say that the supervisor was extremely rude, kept interrupting and saying that there was NOTHING he could help us with.

It looks like no one wants to take responsibility for what is happening!
I don't know who resolves this sort of matters and I don't know if it's considered ACCEPTABLE to treat customers this way! But before I take any further steps with this complaint, I sincerely hope someone will have integrity and professionalism to RESOLVE this matter and give us at least a partial refund for the ticket AS WE WERE PROMISED. The flight was missed because of circumstances BEYOND our control and we BOOKED another ticket AGAIN through Expedia for April 25th!

By the way. When we asked Marc for his supervisor, he told us that he was the supervisor and didn't transfer us to anyone. Now we're stuck with NO ONE to call to find out the status of our refund! Needless to say, beyond frustrated.

PS. I wanted to email my complaint to Expedia, but the site doesn't even provide an email address. So, I had to send the complaint through the website in TWO parts, as there was a character limitation.

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