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| Customer Service | 1.3/10   |
|---|---|
| Value for Money | 2.5/10 |
| Reviewer Rating | 1.5/10 |
| Overall Rating | 1.6/10 |
By Guest. on 24th Apr 2008
| Have you booked through this tour operator before? | Yes |
|---|---|
| Customer Service | 0/10 |
| Value for money | 0/10 |
| Overall value | 0/10 |
 Guest.'s recommendation | |
You will benefit from my misfortune if you take heed.
Poor customer service. Takes too long to change flights. They dropped the ball and failed to make a change. Couldn't even make the change after I alerted them. Read the comments below and see why I will never use Expedia again.
If you have to change a flight expect to spend at least an hour of your time on the phone. This happened twice.
My third miserable experience with them (1 hour 12 min.) went like this. I called Airtran to get seats assigned. They said I had no reservations for the changed flight. When I went to the Airtran website it showed that my trip was completed and past. However on the Expedia site, my reservation was showing confirmed with the new travel date for the same record locator. I called Expedia and the agent confirmed that I had called previously and made the changes. She investigated and then got Airtran on the phone. Airtran said I was a no show on the flight so I could not get a refund for the flight or use it as a credit toward a new one. (I was a no show because I had changed the flight- why would I show up for a flight that I changed?)
I went back and forth with the Airtran agent and finally said that I expected Expedia to pay any additional expenses (more than $300) for the new fare to rebook the flight. Expedia said that I needed to pay and they would not. I told the agent that I was not going to pay for it because she admitted that I had made the changes. I said that I originally called Airtran to make the changes and they would not because it was not within 24 hours of the flight. Airtran said I had to call Expedia. I told her (Expedia) that I went by Expedia rules to make the change and while their website showed that the change was made, in fact, it was not. I did my part. Expedia dropped the ball. She finally caved and agreed to do it at no charge. So she and Airtran tried at least 3 times to make the change but failed. So I had to rebook the flight directly on the Airtran site and pay for it with my credit card. I was issued a case id and told to fax my receipt to Airtran for a full refund of the rebooked flight. We will see what happens.
I made screen shots of the Expedia website showing the confirmed itinerary just in case they try to go back on what they have agreed. I would suggest anyone do the same and record the phone conversation. I have the proof!
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