Expedia Complaint - EXTREMELY rude customer service
Recently, I had booked a flight through Expedia for the day that Hurricane Irene was predicted to hit my departure airport. As soon as the airline I was on announced that they would change flight schedules free of charge, I called Expedia to change my flight. I was on hold for OVER 2 HOURS. When I finally reached an agent, he was very nice, but could not speak understandable English. Despite having to repeat myself (and ask him to repeat himself) over and over, we finally established that I needed to change my flight. I asked for a flight a day earlier than the one I had booked. I was on hold for 20 minutes while he looked for a flight and he came back on to offer me one later on the same day I had booked. I explained again and even told him flight numbers I was interested in. He put me on hold repeatedly for 10 or 20 minutes at a time and never returned with any useful information. He 'could not tell' if there was room on several flights. By this time it had been more than three hours since I had placed the call. My cell phone was running out of batteries. He asked if an agent could call me back later. When I complained and said my phone was running out of batteries, he said he would connect me to a manager immediately. I held for more than 35 more minutes until my phone ran out of batteries. I purchased a car charger and a manager did eventually call me back. He said that there were no flights available to which I could change and said they would credit the purchase price of my flight. I said I also had a return flight I needed credited back. He told me that was not possible since it was on a different airline than the first leg of my trip. This was not clear at all when I booked my flight. When I complained, he snidely said "well, you booked the flight, What did you expect?" When I expressed that my biggest frustration was Expedia's poor customer service and long wait time to speak with a representative, he said "Well it's not our fault there's a hurricane you know." I said "I'm not upset about the hurricane. I'm upset about your customer service," with which he continued to argue that the hurricane was not their fault. When I stated my complaint once again and said "Let's be clear, I'm upset with your service, not about the weather," he ended the call by saying "Is there anything else I can help you with today?"
Aside from unclear policies, Expedia's customer service is absolutely unacceptable. I will NEVER use them again and will advise everyone else I know to avoid Expedia.