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expedia Support Ticket - Service

expedia Support Ticket

Service - Expedia

Created By: bill9571's Picture bill9571 Last Reply: bill9571's Picture bill9571
Priority Level: [High] Status: [Open]
Created: 4 years ago Last Updated: 4 years ago
Department: N/A Replies: 0
Product: Expedia

Hello, I am writing to you about my recent experience with your service. It was very disappointing and terrible. I am writing to tell you that I will wait for 48 hours, and

if don’t hear anything from you I will Post this entire travesty on Facebook, Twitter, Travel Review Sites, and Yelp. Big deal right. I will also file a complaint with the Better Business Bureau and Dispute all charges with my credit card company.

I booked itinerary 171974896691, on March 19. That night after I saw a flight time change I checked the cost again and the same itinerary on your site fell from $2673 to $2263. I called your site and got a woman who had no idea what she was doing, she tried to get me to take advantage of your lowest price guarantee. I kept telling her I couldn’t enter your itinerary number in the guarantee but she just kept saying the same thing over and over again. She put me on hold for 20 minutes so I hung up and called back.

Next, I got a woman who said I could cancel the above itinerary, get a full refund and book the new one. We did that and I got the refunds.

However, when I checked in at the Venetian on the 27th, the desk said I was booked for
5 nights, checking out and flying back on April 1. So when I cancelled the first itinerary from March 27 to March 31, your service agent booked me the wrong date coming back!

This is where the nightmare began. I then called your cust service, waited 20 minutes, said I had to change my reservations. They transferred me and I got disconnected. It took me another 30 minutes to get to the right area. I got an employee named Josh who said he changed my flight but I had to pay a charge of $1084 (he said he changed the flights but never finished, see later) and he said he spoke to Heather at the Hotel and it was taken care of, I could check out the 31st and be refunded one nights stay.

I didn’t get an email about the hotel, so on the morning of the 28th, I went to the front desk and they said they received no confirmation from Expedia authorizing the change. So if I hadn’t checked I would have went down to check out the morning of the 31st and wouldn’t have been able to with out paying for 5 nights!

So it took me another two calls and a disconnect to get someone again in support. One time I called I was put on QUICK HOLD. This QUICK HOLD was over 25 minutes long so I had to hang up and call again. He did call me back 3 times saying an email was going over to the Hotel authorizing the change.

So on Saturday back I went to the front desk and still nothing!! So while I stood there for 20 minutes the front desk called Expedia and said they just told her they would fax

the change to Heather at Wholesale Job Duties. This was 1130 am. At 3pm I went back to the front desk, still nothing!!!! So I told the Hotel Manager that if someone didnt straighten this out, I would dispute and refuse to pay all charges, even their amenities.

So again I called your area and was on phone with your supervisor for half hour and waited while she emailed the hotel. Finally on Sat night the Hotel notified me Expedia

had sent the change in and I have a receipt from you for one nights credit.

So now for the fun part. I received my check in email from Delta for the new flight on Monday 31st, the night before. But when I tried to check in it said the ticket couldnt be validated. So I had to call Delta. Delta told me that YOUR employee never finished the Reservation H6L5AY!!!!! I told Delta I had two charges pending of $542 each, he said they will drop off, the reservation was changed on their end but not finalized with Delta. So instead of paying $1084 I now had to pay $1184 and Delta fixed it.

So I spent over half a day of my vacation doing your work. First, you change my itinerary to the wrong dates costing me an extra $1084, then another $100 because you

didnt do that right, though your service rep said, “your all ok your flights are changed”
Then it took me 4 hours of phone calls, pleading to your reps to change my hotel, when

your first employee said, “its all taken care of you can check out on the 31st.

Not to mention 25 minute hold times, quick holds of over 25 minutes, two disconnects.

How do you tell customers all is ok and then leave them with unauthorized changes and incomplete flight changes? What if the flight was sold out or fare was even higher?

So as I said above I will wait for 24-48 hours to hear some explanation. If not I will file a complaint with the Better Business Bureau, dispute All charges with my credit card co. and I will post this every day on Facebook, Yelp, Travel Review sites. By the time I’m done I’ll make it a crusade that you won’t be able to sell a Greyhound ticket.

Thanks


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