Complaint Review: Expedia.com

On April 14, 2007 my husband and I booked a trip to Miami using expedia.com. In November my husband and I separated and I did not go on the trip which was scheduled for December. My husband called to find out what we could do about the ticket and a Customer Service agent issued us a "voucher", complete with confirmation number, saying that we had to book a new trip by April 14, 2008.

On March 18, 2008 I called expedia.com to confirm that I had correct information. At first the gentleman that I spoke with said no, that I actually had to take the trip by April 14, 2008, but then he put me on hold to confirm this, and when he returned he said that I was right - that I only had to book the trip by April 14, 2008.

On April 8, 2008 I went online and built my itinerary for my new trip. When it came time to pay for the trip there was nowhere to put the voucher number that I had been given so I called Customer Service. That's when the nightmare began - throughout the week I spent over five hours on hold. I was passed from agent to agent, from supervisor to supervisor. I received emails in broken English saying that my issue had been resolved and that I only needed to call in and give my case number to learn of my resolution - it took me three 90 minute long phone calls to finally realize this was untrue - every time I called in, the agent said there was nothing noted on my account about a resolution.

At one point in time I emailed expedia.com while on hold and they emailed back saying that they were in the process of noting my account if I could just hold on a little longer - after 1 hour and 55 minutes I gave up.

I should note that each customer service agent saw on my account that I had, in fact, been given the incorrect information by two of their agents telling me that I only had to book the trip before April 14th, but this did not change things. They continued to apologize and put me on hold.

Heidi
Ocean City, Maryland
U.S.A.