Expedia - Terrible and Rude and Incompetent Service to Change Dates on Tickets
EXPEDIA.COM -- COMPLAINT TO EXPEDIA MANAGEMENT
I have had one of the most terrible and worst service experiences ever.
I called about my itinerary to make a simple date change to my tickets Tokyo to London with Aeroflot from 25 July to 24 July. They are fully changeable (Date change with no fee D/Z) business class fares.
I called at about 1AM Tokyo time on July 14th. When I first called I was on hold for more than 30 minutes. Then an agent answered me and took about 20 minutes and then said I will be connected to a supervisor. The supervisor said they must contact the airline. Then my call was dropped (I did not hang up).
I called back and was put onto another operator. This operator was on the phone with me for 60 minutes and still could not change my tickets. The operator said to wait until the service desk calls me. After another wait, the service desk called me and said the flight did not have seats any more at my fare to change. However there definitely were seats earlier when I called. I also checked while I was on the call on-line using ExpertFlyer to confirm there were enough Z fares during the long call. Basically because all the Expedia agents took so incredibly long and keep passing me from one agent to another the seats were not available by the end of the three hour call.
When I said I have waited three hours. Because the Expedia operators took so long then the seat was not available at the end. He did not even apologize, and simply said the standard line about airline policies.
After three hours on the phone from 1am to 4am in the morning in Tokyo I was so upset and frustrated and worse, that the operator did not try to apologize properly.
I am very upset and disappointed. I bought full fare business class tickets and have spent many thousands of dollars over the years on Expedia.
This morning I called to Expedia and asked to speak to a manager. I voiced my complaint and was simply told to wait to speak to a manager again. I was told to speak to a manager called Barbera. But after again a 30 minute wait the call was dropped instead of transferred! It was incredibly frustrating.
This is one of the worst customer service I ever had. I have also spent more than $100 USD on international calls today for this matter to call from Japan, and no result.
I want proper and formal compensation and an apology from Expedia.