Expedia.com - Disappointed Customer Service
I booked flight tickets for my friends from Expedia.com. I put first name as last name and last name as first name. I found the error and called Expedia.com customer service. Below is my experience:
1. Representative tried to contact with airline to fix the issue and could not find the airline help person, then she created a ticket and said her manager would deal with airline for the change. the process would take 24 to 72 hours.
2. I received an email after 2 days of 1st talk with Expedia.com representative I was asked to call back. I called back, the reason they called is because they want to confirm the person's info to be changed. (What a basic skill it was missed to create customer service ticket! I waited for days then they need confirm what to be changed!) The representative tried to contact with airline again but could not. so the same ticket was updated and I was told that manager would deal with it within Another 24 to 72 hours.
3. I waited another 72 hours, no email, no any contact, so I called Expedia.com customer service again. The 3rd representative tried to contact airline again but did not succeed. Then she told me, they sent notification to airline for the change. when traveler check-in at time to travel, airline will fix the problem.
Every time, when I called, they tried to show me that they really did great job (calling airline, manager involving) to help me out. I felt that only thing they did was to send notification to airline and then that was done. After 3rd time worked with Expedia.com customer service, I did not trust them anymore, I call airline service line. Very friendly airline service person helped me out. I can talk to airline customer service but Expedia can not. what is joke they claimed what they tried.
Another bad experience is 2 of 3 customer representative I talked with has very strong accent and it's not easy to communicate with them.
I am very disappointed for the way Expedia services their customer. I really hesitate to use Expedia again.