Usacomplaints.com » Miscellaneous » Complaint / Review: Expedia.com - You don t want to book your travel with Expedia. #317358

Complaint / Review
Expedia.com
You don't want to book your travel with Expedia

I booked a ticket for a trip for me and my husband, traveling Orlando to Vancouver and back to Orlando via Anchorage. We are traveling to meet a cruise ship to celebrate our 30 year anniversary with some good friends of ours. This trip for us is the trip we wanted to take all our lives. We wanted to look back and say what a great time we had and what a fabulous opportunity.

Last week - 1st week of March (6th), I was notified by Expedia via email that there was a schedule change to my ticket. I called them up that nite.

Note: Expedia's system had made me book a paper ticket instead of an electronic ticket when I booked the ticket originally online. I had to pay an extra $20.00 for the booking.

I had received my tickets in the mail from Expedia before the schedule change. When I called them they told me that they had to connect me over to Frontier airlines who handled the trip from Orlando to Vancouver. While waiting to be transferred, I was disconnected, called back, disconnected again, and called back for the third time and finally transferred to Frontier who told me that they had to book me on United because Frontier could not accomodate me. They proceeded to book the ticket. Then, they (Frontier) told me that I would have to take my Expedia ticket to the airport and have it revalidated. Frontier also said I had to do this within one week.

On Sunday, before traveling to the airport to get this straightened out, I thought I would call Expedia one more time to make sure this was the right thing to do. They said at first that I could just wait until the day of my trip to get the new ticket booked. I told them that made me nervous to wait until the day of departure to get this cleared up. They put me on hold and they came back to me and said no... That wasn't right... That I would have to go to the Orlando airport (originating airport of my trip) and get the ticket revalidated. Because I live closer to the Tampa airport and Frontier had told me I could just go there, I asked Expedia, could I just go there... They replied no you have to go to Orlando airport because it is your originating airport for the trip. I called Frontier back and told them what Expedia said and they said I could go to the Tampa airport. So, on Sunday, March 9th (same day I talked to them), I went to the Tampa airport and went to the United counter. A guy told me there that Expedia should rebook my ticket because they were the originating booker. I walked over to the Frontier counter just to make sure they couldn't help me and they were closed and wouldn't open their counter until 4 hours later.

I left the airport and went home and called Expedia back. I asked them why couldn't I just send the ticket back to them and have it rebooked instead of me running all over creation... I had paid them for the ticket. I thought it was bad customer service for me to handle the schedule changes driving everywhere. They stated that I could NOT send the ticket back and that because the Frontier had booked the ticket, I had to go to (again) the originating airport to get the ticket rebooked. I asked to speak to a supervisor. I was put on hold for one hour and 16 minutes... Before I finally just hung up. I wrote them a letter on expedia.com at their site. Their site stated that a reply would be sent within 4 hours... No reply to my email has been received to this date and it has been 5 days since I sent the email.

On Thursday, March 13th, I called Frontier again and they said to go back to the Tampa airport and get my ticket revalidated. I called Expedia

And asked to speak to a supervisor. Dara got on the phone and I questioned her as to why I could not simply return the ticket for them to rebook.

She stated no I had to go to the Orlando airport and have the ticket booked there... Expedia could not help me with it. I told her it did not sound right for me to go to Orlando... What if I had booked the ticket to originate out of Atlanta... Would I have to drive to Atlanta for a schedule change? I also told her that I would never book a ticket with Expedia again...

On Friday, March 14th, I took off work and went to the Tampa Airport again...
Because Frontier had said I could go there and that made more sense to me than Expedia saying I had to go to Orlando...

I got to the airport and went to the Frontier counter. The agent there called United and they reprinted my tickets. I asked the agent if I could book my seats and she said I had to go to the United counter to get that done. On the walk over there, I was looking at the tickets to make sure they were accurately booked. Both tickets for me and my husband had my name on it. I went ahead and went to United and asked the agent there if she could fix it and could I get my seat assignments. She said I had to go back to Frontier to get the tickets fixed. I went back to Frontier and the agent called United and United reported that they had system problem and couldn't print the tickets. After about an hour, the agent told me after her discussion with United, and Expedia, that they could not reprint the tickets at the airport... Because my trip was not until June (72 hours away), and that meant that it was Expedia's responsibility to rebook the ticket. Expedia told them I would have to return the tickets to them for rebooking. I called Expedia before I left the airport and I explained my frustration to the rep who said I must have gotten a bad customer rep... I told her no... I got a bad supervisor. She was shocked.

Consequencies... Next actions

Now I have to send my ticket back to Expedia (I'm sending it express because this trip is really important to me and now I'm extremely nervous about it), I've had to pay for gas to for two trips to the airport (which is about an hour from my house) parking fees. Not to mention my time off work from my job I had to take to get to the airport when a Frontier agent would be available at the counter.

At this point, I'm scared I won't get my ticket back... Expedia does not know what it is doing apparently. I talked to people there on several occasions and they always seem to place responsibility for handling these things in the airlines hands.

Why did it take so long and so much of my time and money to get this taken care of... When I brought it to Expedia's attention that they should be able to handle this? Ultimately, they have to rebook the ticket anyway... This is not right!


Offender: Expedia.com

Country: USA

Category: Miscellaneous

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