Expedia / customer service, website - conflicting information
On May 4 I spent 25 minutes on hold, in Mexico at 5.00 per min., canceling reservation. This is after multiple attempts to make cancellation via website but was unsuccessful. After 30 min. received cancellation number and was informed of cancellation fee of $119.00, $100.00 of which would be deposited in an expedia account to be used as a coupon for future reservations.
Return from trip, check e-mail, no reference to cancellation which is a concern.
On May 16 begin calling Expedia at 9:45 a.m. On hold 10 min., customer service rep. returns me to main menu and then I was disconnected. I call back, new customer service rep., on hold 10 min., after giving her itinerary number, cancellation number etc. etc. She informs me that I need to call back in 1 hour as the hotel manager is unavailable. I express concern that no progress would be made 1 hour later and need to speak with supervisor.
On hold 27 minutes for supervisor. Supervisor had been apprised of situation, informed me that I would pay cancellation fee of 196.00 NOT 119.00 as previously agreed. This was unsatisfactory. She informed me that I would need to call back in 4 hours to speak with hotel manager that previous customer service rep. said would return in 1 hour. Another red flag.
I asked this supervisor what documentation she had. She confirmed that I had been told 119.00 cancellation fee and recited a hotel cancellation number but today, this has all changed.
I requested to speak with someone else in a more senior position and she informed that this would be the "help desk"... really, what a crook! She also informed me that there are no other phone numbers to use to get satisfaction such as corporate, etc. etc. She repeated that I needed to call back in 4 hours and reinvent the wheel.
UNBELIEVABLY POOR CUSTOMER SERVICE. The notoriously bad phone company gives me quicker, more accurate information and follow up. With all of the alternative on-line travel companies to do business with, I will NEVER work with Expedia again.
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