Expedia - Terrible customer serviceTonight we had one of the worst customer service experiences that we can remember, with expedia and united airlines . I've been a longtime customer of both, but after this, will avoid using either again.
Our family missed our flight this evening for a quick family vacation to san diego. We'd booked a relatively inexpensive, 1 hour flight thru expedia, with alaska on the outbound and united for the return flight.
When calling expedia to try to rebook our outbound, we were put on hold for a while. Then spoke to an agent who said we needed to call alaska to rebook, they couldn't do it for us. First of all that is not what i expected from the 'expedia promise - we're here for you every step of the way', at all. What a pain.
Then we called alaska , and were told they couldn't rebook us. United owns our tickets so we'd have to go thru united, or thru expedia.
We called united, hold again, then they said they couldn't help us and we needed to call expedia. We then called expedia again, hold again. When we finally got to an agent she said our record is locked because we missed the flight so they can't help us!!
We finally convinced the agent to call alaska and try and coordinate. We got alaska, but they couldn't confirm anything because united owned the ticket. Then we had to conference call with united. Even with united and expedia on the phone, the agent could not figure out how to rebook our flight. We decided to hang up and call back again to see if another agent could help us.
We finally gave up trying to get expedia to help us. We spoke to 4 different agents on 4 different calls. On the 4th call i asked to be elevated to a supervisor but after 20 minutes on hold i hung up.
Then i spent over an hour on the phone with united. The first agent told us they can't help and we need to call expedia. We finally found someone from united who said they could help us rebook. He said he could put us on a united flight tomorrow afternoon. We'd been hoping to fly out earlier if flights were available, since this is a short family vacation and we were traveling with others already in san diego.
We checked expedia online, and saw an early am alaska flight available to book. It cost $150 one way, about what we paid for our original alaska outbound flight - so it shouldn't be a cost problem for either united or expedia to book us on this flight.
But the united agents told us they couldn't book us on the flight. When we pressed, they put us on hold. Then they said they could but we would have to wait 12 hours to find out if the reservation is confirmed. Hello, the flight is in 11 hours. The agent hears this but says that's the policy, we have to wait 12 hours, sorry.
We asked to talk to a supervisor. Longer hold. When we finally talked to her, she was able to book us on the early am alaska flight. After 2 hours of being on the phone.
To top it all off, the agent also said there would be a $100 change fee and other fees, so a total of $150 per person fees. All this to fly on a flight which clearly has availability, 11 hours from now. Yes we screwed up and missed our flight, but do they really need to put the screws to us so badly? The flight only cost $150 per person, now plus $150 in fees!
Ps we checked online, and found southwest flies first thing tomorrow morning to san diego $130 each way. After the pain of being given the run around and being put on hold repeatedly, we considered just ditching the outbound and booking on southwest. But we wanted to check with the agent to make sure our return flight would still be valid. And of course, we were told if we did not rebook the outbound and pay the fees, the return flight would be cancelled, even though it's paid for. Extortion - $150 in change fees per ticket, for a ticket which cost $150 to begin with.
As my mother said - no wonder united is almost bankrupt and expedia is having such a hard time. If they would just pay a little more for better customer service training, train them to elevate certain situations to someone with more skill and authority, give them the ability to actually fix things, not screw their customers in fees - they would be come out ahead profit wise, imho. They wasted not only 2 hours of their service agents' time, they wasted 2 hours of mine. And frustrated me to the point of wanting to tell everyone i know - plus go online and rant about my terrible experience. Which can't be good for their reputations or businesses.