Expedia.co.uk Complaint - Bad manners
UK -- I tried to change my return flight back to london to an earlier date whilst I was still in Istanbul. I tried to click on the link in the email they sent me but for some reason it didn't work. I tried to log into my account but I had forgotton my password, so I clicked the 'forgot password' button but nothing happened and I didn't receive an email sending me a new password. Great...now I had to call the 0871 number...using my UK simcard which will probably cost me about 3 quid a minute. So I phone the 0871 number but the number is not in use! After hours of not knowing what to do my friend suggested I go on a website that gives alternative numbers, I went on it and found an 0207 number for expedia which I called.
The lady who answered sounded stoned. I couldn't understand a word she said and every time I asked her to repeat herself, she would reply in the same tired manner...just louder. She told me that to change my return flight there would be a charge of 50 quid, plus an extra fee if my seat class was different. I argued that in my itinery it said 30 quid. She just continued with 'no it's 50' Then I asked about this 'class change' and did it mean if there were no more seats in economy would I have to pay more for business etc. She said no, it meant if my seat number was L12 and there were no more seats in L and I had to change to another letter, that would be an extra fee! I couldn't believe it! I asked to speak to the supervisor and she told me to hold, at that point the phone went dead.
I phoned back again, yet another woman with the same kind of accent where all the words merge together and I couldn't understand a thing. She continuously talked over me then told me to not talk over her! Went through the whole conversation again, asked to speak to someone, she says 'you're speaking to me' urm....obviously I meant the supervisor. She says he's on the phone, I said I'll hold and asked the supervisors name, she says 'I'm not allowed to say'...I don't want his bank details! Just a first name will do! I was put on hold for another 10 minutes, at that point I hung up as I had already spent an hour calling them...from Istanbul, and it was clear the supervisor was not going to come to the phone!
Is this supposed to be customer service? They couldn't even explain to me why the email said 30 quid when really it was 50, and when I asked to speak to someone who could explain it to me, they didn't seem too happy about that! What a shame, I used to do a lot of business with expedia.co.uk but after experiencing their customer service, I doubt I will use them again.