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