Here's a copy of what I have sent to Expedia via email and registered letter, and have repeated for them on the phone numerous times.
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This is to follow up in writing my instructions to your service reps on your toll free line on January 31st at approximately 10h00 MST. Actually, I spoke to 3 different agents as your phone system repeatedly dropped the calls after I was holding for over 45 minutes.
The flight as it is being displayed is NOT what I purchased. The itinerary at time of the booking was clearly displayed as business class. I have attempted to have this matter dealt with since last Tuesday but your organization has been unable to provide any reasonable feedback or indication of resolution.
I wish to cancel this reservation immediately and I expect to be fully refunded all charges. The flight you have provided is not what was sold to me.
I have asked the customer service rep to add this comment to my account — the last one I spoke to has said he will call me back with the resolution.
Below is a copy of the communication history and feedback I have provided to you previously.
There is/was clearly a problem with YOUR system. I did not appreciate that the initial response from the escalation department that I had not clicked the correct choices during the search and booking process.
I have the email which was sent by Expedia for the itinerary which clearly shows the flights as business class for the price. The final booking shows it as economy. At no time during the booking or payment process did it show as economy.
I also have screen shots (which I have provided to you, in addition to the itinerary email) showing the exact same routing, dates, and airlines and it is shown as Business class. Returning to this saved itinerary the next day - the class was now shown as economy. I was able on the prior day to have your rep (Sarah) see the same thing on her end.
Today Sarah was not available (despite giving the impression she would be and that I didn't need more than her first name as she was the only Sarah at the escalation dept - upon calling today I was asked which Sarah as there were two, and then the Sarah I had been dealing with was not available) and I dealt with Aya. Both women were pleasant and helpful but there appears no path for them to take to resolve the issue..
Aya was able to receive my email documentation but now it has been left (again) with the escalation dept.
Time is of the essence to resolve this issue as some of our routes have limited availability and while this issues remains outstanding we are constrained financially from making a separate booking.
All three reps that I have had in depth dealings with on this matter have been professional and willing to help. Unfortunately it appears that your policies or lack of staffing doesn't allow them to directly deal with an issue like mine.
I would like to reiterate that there appears to be a problem with your system in this case. I would never have booked economy for almost $9000 when there is an equivalent at $5800. The system showed business class for the $9000 which, while not cheap, was a very good price. I trusted that Expedia was showing me a bona fide deal - however I now find myself in a situation where I am not receiving the services/goods which were offered to me.
I look forward to having Expedia restore my trust in their business.
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