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expedia Complaint - Horrible experience - Airplane ticket
expedia Complaint

expedia Complaint


Horrible experience - Airplane ticket

Truly HORRIBLE experience with Expedia !
From one VERY disappointed customer.
We've been trying to get a refund for the airplane ticket because the passenger could not fly as he got sick! We called on April 12th around 3 am Pacific Time (literally within an hour of the incident) and spoke with the Expedia representative John at the extension #7919. He put us on hold for HALF AN HOUR while talking to the Transaero Air lines. 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 the case (#2QBHMB). He told us we'd hear from Transaero over the email the next day.
When we did not hear from Tranasaero, we contacted them ourselves. We explained the situation and they told us to contact the place from which the ticket was purchased - Expedia - for a refund! We called Expedia again last night (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. His name was Marc. He refused to give his extension # and only reluctantly shared his first name.
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, 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.
What difference does it make 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??
I thought Expedia was a reputable company that could be trusted! Boy were we 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 complain to Expedia, but they don't even provide an email address. So, I had to send the complaint through their website in TWO parts, as there was a character limitation.

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