Expedia.com Complaint - Expedia NO HELP - One way ticket
DALLAS, TEXAS -- This is the letter I wrote Expedia.
My son Kevin, who was on leave from the US Air Force, was coming home from Texas, so we bought a ticket two weeks early through Expedia. The details are as follows:
Airline ticket # 366712337534
ATA confirmation Code: GECDB
When he arrived at the airport in Dallas on April 9 and attempted to claim his ticket, he discovered that ATA had gone bankrupt on April 3. I called Expedia for help and was told that you couldn’t help because my son was already at the airport. Kevin was left with no option but to buy a ticket from Delta at the ridiculously overinflated price of $933.00. This is $801 more than the price originally quoted by your service.
I called Expedia to ask why we hadn’t been notified of the itinerary change, and was told that because the closing of an airline doesn’t technically qualify as an itinerary change Expedia isn’t required to inform its customers. The customer service representative added that Expedia hadn’t been officially apprised of the closure until April 8. When I asked whether Expedia had received phone calls on April 3 from customers who weren’t able to board their flights, the representative confirmed that yes, you had.
Why, then, was it decided that your customers didn’t need to know that their flights had been canceled? A mass e-mail would have solved this problem easily. If we had received warning a week ahead of time - when Expedia was first made aware that their customers weren’t getting the tickets they had paid for - we could have rebooked the flight at a lower cost. You had seven days to notify us of the closure and neglected to do so. The representative then said that these alerts are a noncompulsory service, something that Expedia isn’t required to do. But because you advertise these alerts as part of your service, it’s no longer optional. It is expected. If I’d known ahead of time that you put so little value on your customers that you don’t feel obligated to let them know when their flights have been canceled, I wouldn’t have elected to use your service.
I find this lack of consideration outrageous. I am also offended that Expedia refused to help rebook a flight when we discovered the problem. The least you could have done is attempt to perform some damage control by offering us some assistance in resolving the problem caused by your negligence. I’m not unreasonable; I realize it’s not Expedia’s fault that ATA canceled its flights. But because Expedia’s purpose is to act as a liaison between the airlines and their customers, I expect to be notified when our flights are canceled - especially when you were warned a week in advance. In fact, if you pull up the itinerary on Expedia’s website, it shows that nothing is wrong and that the flight is still confirmed.
Kevin is due some compensation. While Expedia’s negligence cost him $801, I think it would be fair if he and Expedia were to split the difference. If a $400 credit is something you are unwilling to provide, I will have no choice but to file a claim in small claims court.
Chris E. P.