Written on: 24/11/2013
In trying to book travel with Expedia.com, I had to reenter traveler info that the system had stored from prior flights and had pulled up on the screen before requiring edits to the existing traveler info, then I selected seats and paid. The web page then froze and said the itinerary was not available . I called to make sure the reservation had gone through and my charge card was charged. I was put on hold several times and the rep said that many times card were charged twice. She did not seem at all surprised by my difficulties. It took over 30 minutes for her to confirm my card had been charged once and the reservation was made. I then asked why the seats I had selected were not showing on the confirmation. She said that they did not reserve seats even THOUGH I SELECTED THE SEATS PRIOR TO PAYMENT. I would never have booked through Expedia if I could not have a seat assignment. I asked to have the transaction ( $1500 ) cancelled and she said I would be charged a fee - this is after I have wasted 1 and 1/2 hours. I asked to speak to her supervisor and after holding, he was no help and said again that Expedia did not assign seats even though you select the seats prior to completing and paying for the transaction. He said seats were not assigned until 24 hours before the flight and I could take up the issue with the airlines. I asked to speak to his supervisor and he said I would be on hold for " quite a long time". I asked if this is how Expedia discouraged customers from complaining and he again said I would wait a long time. He was correct. It is now 2 1/2 hours since I started the process and 1 1/2 hours since the payment page froze. The "manager" read the same script , was no help at all BUT did say I could cancel without a charge if I did so by a certain time. The first rep had threatened a charge if I cancelled when she retrieved the reservation and I initially inquired about why my seats were not listed. I asked the manager why the rep had told me a fee would be charged and she was silent and then said the rep was not correct. So, a mix of arrogance, stupidity, poor training, intimidation and the absolute inability to truly help a customer. I am appalled by this process, the waste of my time, the lack of customer service, intimidation , inaccurate information and the misleading and functionally challenged web site and process. I have used Expedia many times and always had a seat assignment at reservations . I have never had to wait until 24 hours before the flight.