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Abandoned/ignored: victims of EXPEDIA's incompetence
"HLE" wrote in message ... Oceania's cruise from Buenos Aires to Valparaiso was excellent, of course, but Expedia made the end of our wonderful vacation into something quite miserable. Yesterday, we returned from Chile, where the earthquake created chaos in Concepcion and points north. Though Santiago seemed to be nearly untouched, the (relatively new) airport was grievously damaged and most processes moved to outside tents. Our original flight from Chile to Buenos Aires was canceled (with no notice from Expedia), and our concierge said the only other flight would give us 30 minutes if everything worked perfectly. We wrote to Expedia, confident that we'd get help. More than a dozen emails went back and forth, of which most from Expedia were automated attempts to terminate the dialog. We have one that says something like "we will help but only via email" and another that says "call us on our 404 number". Finally, after we spent almost $20 calling Expedia (there was, of course, a long and frustrating wait), they shrugged us off with "Please call United and they will help you." We discovered that United has no office in Chile, so we called the U.S. number. Another $20. No help, as they don't fly out of Santiago and have only one flight per day into and out of BA. I again asked Expedia for help, but it was clear that none was forthcoming. We were on our own. We gave up a day, and visited the LAN office in downtown Santiago, where a manager took pity on us and shifted us to a flight that gave us eight hours of waiting, but at least we got out and eventually got home. I wrote to Expedia to file a complaint, but it appears that they have no mechanism for such correspondence. The automated response included this self-inflicted wound: "...there are some instances that (sic) we are unable to meet our guaranteed excellent customer service..." Guaranteed? GUARANTEED? Expedia's incompetence cost us a day of vacation, and added more than ten hours to our transit time to make an uncomfortable trip into a grim and painful one. Never again. Another perfect example of why to use a REAL travel agent. |
#2
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Abandoned/ignored: victims of EXPEDIA's incompetence
June wrote:
"HLE" wrote in message ... Oceania's cruise from Buenos Aires to Valparaiso was excellent, of course, but Expedia made the end of our wonderful vacation into something quite miserable. Yesterday, we returned from Chile, where the earthquake created chaos in Concepcion and points north. Though Santiago seemed to be nearly untouched, the (relatively new) airport was grievously damaged and most processes moved to outside tents. Our original flight from Chile to Buenos Aires was canceled (with no notice from Expedia), and our concierge said the only other flight would give us 30 minutes if everything worked perfectly. We wrote to Expedia, confident that we'd get help. More than a dozen emails went back and forth, of which most from Expedia were automated attempts to terminate the dialog. We have one that says something like "we will help but only via email" and another that says "call us on our 404 number". Finally, after we spent almost $20 calling Expedia (there was, of course, a long and frustrating wait), they shrugged us off with "Please call United and they will help you." We discovered that United has no office in Chile, so we called the U.S. number. Another $20. No help, as they don't fly out of Santiago and have only one flight per day into and out of BA. I again asked Expedia for help, but it was clear that none was forthcoming. We were on our own. We gave up a day, and visited the LAN office in downtown Santiago, where a manager took pity on us and shifted us to a flight that gave us eight hours of waiting, but at least we got out and eventually got home. I wrote to Expedia to file a complaint, but it appears that they have no mechanism for such correspondence. The automated response included this self-inflicted wound: "...there are some instances that (sic) we are unable to meet our guaranteed excellent customer service..." Guaranteed? GUARANTEED? Expedia's incompetence cost us a day of vacation, and added more than ten hours to our transit time to make an uncomfortable trip into a grim and painful one. Never again. Another perfect example of why to use a REAL travel agent. Or even better, buy tickets directly from the airline. Using TAs real or otherwise mean you miss out on all sorts of features that airlines offer with online booking - like been able to rebook your flight from anywhere in the world, reserve a seat online, reserve a meal or assistance... |
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Abandoned/ignored: victims of EXPEDIA's incompetence
In article , peter
wrote: BTW: please provide evidence that anyone has ever successfully sued Expedia because they wouldn't assist a customer whose flight was canceled but told him to go to the airline counter in front of him. No one said anything about suing them dumb ass. HLE wanted to get support and service from Expedia. HLE is simply making it known that Expedia failed in HLE's opinion to live up to it's promise of support. Despite your idiotic claim that Expedia has no responsibility there is 'The Expedia Promise" right on their web site: "The Expedia Promise" "Wešre committed to helping you create and enjoy the best trip possible, from the moment you come to Expedia until you return home at the end of your trip. Wešll support you every step of the wayso you can shop, book, and go with confidence. Itšs our promise to you." -- Charles |
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