Complaint Review: Expedia

Our Flight MX0903 and MX0578 on Mexicana Airlines were both cancelled out of LAX at 4:00 a.m. on October 25, 2007. We called customer service three times to see if Expedia could help us at Mexicana Airlines. The Mexicana ticket agents told us that they did not know when or if they would be able to help us and finally, after 45 minutes of nothing from Expedia, sent us with a voucher to Alaska Airlines out of LAX and AeroMexico out of Mexico City. Sadly, we were stranded in Mexico City because Mexicana did not confirm our seats on either Alaska Airlines not AeroMexico. In the end, we lost the first day of our vacation having to stay in Mexico City for a day with our 3 year old toddler.

The expedia employees repeatedly told us there was nothing they could do to help us. We spoke with four separate employees and got the response to go back to the airline and "take whatever they give you."

At 6:21 a.m. on October 25, 2007, we received an email from Expedia letting us know our flights to Mexico City and Puerto Vallarta were cancelled. Mind you, we told four Expedia Employees the same thing at 4:00 a.m. and our flight was scheduled for 7:00 a.m. so a 6:21 a.m. notificaiton meant nothing to us.

We usually use Travelocity but gave Expedia a shot a few times; however, this is the second time Expedia has left us dangling so the Expedia promise is meaningless. We just booked a December trip with Travelocity because we cannot be left with no assistance like the Expedia Employees did.

We have booked our own travel on line for years but never have we needed an actual travel agent like October 25, 2007, when Mexicana Airlines and Expedia left us and our three year old stranded. In the end, we lost a full day off of our seven day vacation.

We are not spreading the word that travel agents are not obsolete. Travel Agents are indispensible if you run into problems in the midst of your travels. The Expedia Promise is nothing more than marketing.

Michele
Long Beach, California
U.S.A.