expedia.com Complaint - Flights - customer service
NEW YORK, NEW YORK -- Just a warning out there to anyone considering using expedia for flight booking - DONT!!!
NEVER, I REPEAT, NEVER, USE THIS SERVICE. I am learning that they really are an unnecessary and hindering intermediary. The night before my flight from New York JFK to San Jose, Costa Rica, I logged on to expedia to check the flight status. There was a message posted asking me to contact them at the 1-800 number as the status of my flight had been changed. I called and spoke to Agent #EH, by the name of 'JC', who proceeded to tell me that my return flight to New York, had been changed. I spent approximately 1.5 hours on the phone with JC and his manager, Heidi, trying to change the return flight to another time, as the change was unacceptable. After 1.5 hours, they were not able to accomodate me and told me I would have to take it up directly with the airline when I arrived at the airport ticketing counter. This confused me as I thought that the role of expedia is to act as an agent on my behalf with the airline. If this is not the case, what value/service do they provide? I repeatedly asked JC to verify that this was the only change to my itinerary. He confirmed this. I asked him a second time to confirm all flight details on my itinerary, he did this, and it matched up with my printed tickets with the exception to the change in the return flight time. I then arrived at the airport the following morning two hours before my departure only to find that the departure out of NY had been changed also, to an earlier time, causing me to miss my flight. My boyfriend and I then spent just short of 2.5 hours on the phone with expedia trying to get on another flight, not including the two times they dropped our call completely and we had to call back and start over again with a new agent. Finally, we gave up and contacted American Express travel services and booked another flight at my expense. I am eating $600 and a lost day of vacation, thanks to the incompetence of this service. They have a standard call center check sheet that they use to check off the procedure with each call, ie., did they inform the customer of an itinerary change. Problem is, it doesn't delineate which itinerary changes have been relayed to the customer, so something could be missed. So we are now trying to get a transcript of the call to prove their error and get reimbursement for the ticket.
NEVER, I REPEAT, NEVER, USE THIS SERVICE. Use it to find available airlines/flights, and then contact the airline directly to purchase the ticket. They are powerless, unhelpful, incompetent, and restrictive.