jenncsw
jennifer
- Joined
- Feb 15, 2006
- Messages
- 45
My two children and I are flying to Disney World later this month. My two kiddos have Down Syndrome, and flying can be challenging in the best of times. This was our experience this week with Expedia and our flights. It cost me over $500 and almost ruined our on-site Disney vacation.
I recently purchased a RT flight (United and Delta) through Expedia. When I received confirmation several days later, my name was not listed, but another family member's who was not traveling. I also had purchased two tickets for my children, who have Down Syndrome, and cannot travel alone. When I noticed the error, I contacted them immediately. It seems that although I had entered the proper name, the site automatically removed my name as the adult and put my husband's name, which was on our Expedia account but NOT listed for that trip. I had checked and rechecked prior to booking, to make sure the proper names were listed, and they were. No confirmation was sent at that time, and after 2 weeks I went hunting for it. They had also sent the confirmation to my husband's email. I also had double checked that mine was listed, not his. When I contacted Expedia, every single person I had contact with spoke broken English to the point that I had to ask them to repeat over and over, and I had to keep correcting what I had said to them. They told me they could not change the name on the ticket, which I was aware of, as we travel frequently and understand TSA guidelines. I was requesting a refund so that I could purchase a new flight via the airline so there would be no more mistakes. The operator argued with me and refused to discuss their culpability in making the mistake and kept defaulting back to blaming it on TSA. The supervisor (I am not convinced that it was an actual supervisor, as his English was even worse than the first operator.) was equally unhelpful and told me it was not Expedia's problem. I explained that I would be losing the children's tickets as well, and they said that they weren't responsible for them, either- their names were listed properly. My husband called the next day, and Expedia's operator was even more rude to him and essentially accused of of attempting some kind of scam. They have the ability to access all of our keystrokes on the site, and, had they followed up with this, they would see we were telling the truth. However, when I went back to do that myself, they had deleted the entire thing. It had been there the day before, and hadn't been removed until I requested they review the info themselves. Ultimately, I had to go directly to the airlines and purchase the exact same flight at higher prices, so as to not lose my children's tickets as well. The entire fiasco cost me over $500, and plenty of anxiety. I have dealt with many travel sites a year, I write travel reviews, and my husband does as well for work related travel. We were treated with complete disrespect, were lied to, and fleeced for $500. We were also told we have no recourse to continue to pursue this. I will never use Expedia again. At the absolute least, Expedia needs to train their customer service department in how to do their job - and not outsource to people whose English is so terrible, it ceases to be useful in resolving isssues. They were clearly reading a script. Avoid Expedia.
I recently purchased a RT flight (United and Delta) through Expedia. When I received confirmation several days later, my name was not listed, but another family member's who was not traveling. I also had purchased two tickets for my children, who have Down Syndrome, and cannot travel alone. When I noticed the error, I contacted them immediately. It seems that although I had entered the proper name, the site automatically removed my name as the adult and put my husband's name, which was on our Expedia account but NOT listed for that trip. I had checked and rechecked prior to booking, to make sure the proper names were listed, and they were. No confirmation was sent at that time, and after 2 weeks I went hunting for it. They had also sent the confirmation to my husband's email. I also had double checked that mine was listed, not his. When I contacted Expedia, every single person I had contact with spoke broken English to the point that I had to ask them to repeat over and over, and I had to keep correcting what I had said to them. They told me they could not change the name on the ticket, which I was aware of, as we travel frequently and understand TSA guidelines. I was requesting a refund so that I could purchase a new flight via the airline so there would be no more mistakes. The operator argued with me and refused to discuss their culpability in making the mistake and kept defaulting back to blaming it on TSA. The supervisor (I am not convinced that it was an actual supervisor, as his English was even worse than the first operator.) was equally unhelpful and told me it was not Expedia's problem. I explained that I would be losing the children's tickets as well, and they said that they weren't responsible for them, either- their names were listed properly. My husband called the next day, and Expedia's operator was even more rude to him and essentially accused of of attempting some kind of scam. They have the ability to access all of our keystrokes on the site, and, had they followed up with this, they would see we were telling the truth. However, when I went back to do that myself, they had deleted the entire thing. It had been there the day before, and hadn't been removed until I requested they review the info themselves. Ultimately, I had to go directly to the airlines and purchase the exact same flight at higher prices, so as to not lose my children's tickets as well. The entire fiasco cost me over $500, and plenty of anxiety. I have dealt with many travel sites a year, I write travel reviews, and my husband does as well for work related travel. We were treated with complete disrespect, were lied to, and fleeced for $500. We were also told we have no recourse to continue to pursue this. I will never use Expedia again. At the absolute least, Expedia needs to train their customer service department in how to do their job - and not outsource to people whose English is so terrible, it ceases to be useful in resolving isssues. They were clearly reading a script. Avoid Expedia.
That really sucks for you. This just confirms my need to book directly through the airline. I actually find that the prices are generally as good directly through the airline so I have never felt the need to risk the third party site for airfare. Hotels, that's a different story. If a third party flubs up a hotel ressie, that's much easier to change.
