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Expedia - Took 90 Minutes on the Phone to Cancel a Reservation

Complaint
Review by spamcan on 2012-10-04
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
PALO ALTO, CALIFORNIA -- I had to cancel a flight I booked with Expedia. So I tried calling Expedia on the phone. Waited an hour. Could not get through. Called again. Got through. But the person who answered spoke English with a very heavy accent. Couldn't understand half of what he said. Turned out this Expedia call-center is in the Philippines! After some difficulty communicating, he said he was not able to cancel my flight. Said he had to transfer me to a 'flight specialist'. So now I'm waiting on hold for a second hour.

20 minutes into the second hour someone comes on the line. This time it's a Filipino woman. She was able to cancel my flight. Gave me flight credit. Answered all my questions. I believe I was lucky to get a competent agent. Still, Expedia wasted more than an hour of my time. Customer service of any quality is obviously a low priority for Expedia.
Comments:
Posted by Old Timer on 2012-10-04:
Always best to book direct. You're very lucky you got your money refunded or at least a flight credit. Most of these 3rd party booking sites find some minor reason to steal your money. Priceline is the worst of the worst. Expedia is not far behind.

The really sad part is the airlines are no better when it comes to customer service anymore. They will take your call on the first ring to sell you a ticket. But, if you're in need of customer service be ready to wait. At least when dealing direct with the airline you have a better shot at getting refunds and flight changes.

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