Here is a copy of the letter I wrote to customer relations;
I can not believe the HORRIBLE service I have received from Expedia.ca Customer Service!! I am absolutely appalled! Not only does Expedia needmore phone agents BUT IT IS ABOUT TIME THEY BETTER TRAIN THE STAFF!
I waited on hold for 2 hours on Friday November 16 2007 after receiving an urgent email regarding a flight cancellation. I was told the system had crashed and a Debra promise me that someone would call me back on Saturday Nov 17 2007 between 9am pst-12pm pst - I waited and no call-backs!! On
Sunday Nov 18 2007 I called again and spoke to a male rep who told me that he couldn't help me and I would need to be transferred again - when I asked about the wait time - he told me he didn't know!! I also told him I was to get a call back on Saturday and no one called - He said that is not Expedia
policy - they do no make outbound calls - I was extremely frustrated - I asked for his name he refused and then I asked for his Supervisor's name -he had the nerve to tell me for PRIVACY ISSUES HE COULDN'T TELL ME!!! Ok -I have called many call centres and I have never heard of any such
NONSENSE!! Again after waiting 2 hours I finally spoke to a Cordell. She told she couldn't help me either since Frontier
Airlines was closed and she could call me back on Tuesday Nov 20 2007 - I told her I don't have time to wait for calls anymore - I was just told by the previous rep no outgoing calls were made & I have to believe him since no one called me on Saturday - she said she would issue a full refund - I said ok - I also told her I wanted my Expedia booking fee back and she said no! I told her it was not in my control that the airlines cancelled - she
said the booking fee in non-refundable - I said if I went on the trip or re-booked - I would have to pay however I am not the one who is cancelling the flight - Frontier Airlines did - collect the money from them not from me - she said no! I am taking this to media and BBB in Ontario... I am also going to BLOG this entire complaint on my site and Facebook for everyone to
know what a rip off Expedia is!!! I have been a long time customer of Expedia - a very loyal customer and I can't believe Expedia values $27 more than a Customer - what a shame!
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