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- dilliwalli's review
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| Customer Service | 1.4/10   |
|---|---|
| Value for Money | 2.8/10 |
| Reviewer Rating | 1.6/10 |
| Overall Rating | 1.8/10 |
By dilliwalli on 13th Mar 2008
| Have you booked through this tour operator before? | Yes |
|---|---|
| Customer Service | 0/10 |
| Value for money | 5/10 |
| Overall value | 1/10 |
 dilliwalli's recommendation | |
Easy to book flights quickly
No customer service if anything goes wrong with your booking
Last November, I booked and paid for airline tickets on Expedia.ca for my husband and I to travel to Beijing for the Olympics. The tickets were issued and sent to us.
One leg of our flight had us traveling from New Delhi to Beijing on Air China. In December, Expedia sent us an auto e-mail to advise that our flight was confirmed, but that the itinerary had been updated.
This is the last time Expedia contacted us.
In early February, my husband called the Expedia call centre to enquire about whether it would be possible to cancel his ticket to Beijing, without canceling mine. To his surprise, the agent advised him that the airline had already canceled both our tickets, because the Air China flight had never actually existed. We were asked to return our paper tickets to Expedia for a refund.
The next day, I checked my online itinerary on Expedia.ca and discovered that the Delhi-Beijing leg of our flight had disappeared. No acknowledgement or explanation of this change was provided online.
I was angered by this turn of events because we were not offered an alternate flight, only cancellation and refund. Further, purchasing replacement tickets to the Olympics had become considerably more expensive in the almost 3 months since we had originally booked them. I had already made arrangements for the trip, such as requesting leave from work, booking accommodation, and buying events tickets. Would I have to cancel the whole trip?
So I called Expedia again for clarification. The agent I spoke to was not able to provide me with any answers or options. I then wrote to Expedia by e-mail to ask for an explanation in writing for what had happened, and a statement of Expedia's policy on redress to customers when there is a booking error, or an airline cancels a flight or changes an itinerary.
A few days later, having received no substantive reply, I decided to check online to see if, by chance, the same flight could still be booked on the same date. To my astonishment, it turned out that, not only did the flight still exist, I could still book it on Expedia.ca and on the Air China website - only at considerably greater expense. What story was the Expedia agent telling us, then, about the flight never existing? So I wrote again to Expedia to advise them what I had discovered. And again. And I called again. And again. Still no substantive response, no explanation, no policy statement, and no refund.
I've never encountered problems booking flights with Expedia before. But the lack of customer service offered by Expedia when something does go wrong is appalling.
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