EXPEDIA SUCKS (Bad experience with Expedia)
So I recently came back from Las Vegas/ Los Angeles. I had work at 1PM and Alaska Airline didn't have anything in the morning, so I had to go to LA to take the flight to San Francisco and take flight from San Francisco to Seattle. Now, Ill explain exactly what happened.
My flight was at 7:05 AM departure and according to the confirmation E-Mail, my flight was with Alaska Airline. I like to stay cautious so I left the house at 5 AM and got to LAX at 5:40AM. I went to Alaska Airline kiosk to print out my boarding pass; however, it said my reservation was not found. No biggie; I decided to talk to the customer service to get this problem fixed. They informed me that there is NO Alaska Airline flight was departing to San Francisco at that time. They told me to go to Delta, so I did. Now, remember that boarding time is different from departure time. I waited in a line for Delta and when I reached the customer service representative, they told me they also DO NOT have a flight leaving to San Francisco and confirmation clearly shows that it's with Alaska Airline. So I ran back to Alaska Airline help desk and said that they need to do something about it. They realized that it was with American Airline and the check - in station for American Airline is at a different terminal which was next one over. Little pissed off from running around, I made it to another terminal roughly around 6:20 and this time, I found my reservation but no sitting number, so I had to ask for my seat at the gate. It was little problem but I was glad that I was on the plane. So that was the first mistake Expedia made.
After boarding, it was good. But back of my mind, I had another concern; what is going to happen at San Francisco when I do not have the boarding pass to get on the next flight. Luckly, next one had a signed seating so I was sure I'll be on the flight.....but what about boarding pass.
After an hour, my flight landed to San Francisco airport at 8: 27 and my next flight was at 9:20 departure. So I quickly ran out and asked where is Alaska Airline check - in desk. Now, if you didn't get my big problem, here it is; to obtain the boarding pass, you have to go to Check-in, which is outside the gates. I ran out, I had to go to the next terminal by monorail, and when I got to the Check - In, they told me the flight that I was suppose to be in, closed the doors already and it was 8: 45. This task was impossible even if I ran fast as I could and there was NO possible way I could have got on the plane with me switching over to different terminal to obtain my boarding pass and go through the security check with when doors closed at 8: 45 AM. So they offered to put me on "Stand By" for 10:10 flight which was over sold by Expedia, so I might not even be on that flight but next one after 10: 10 flight which was also over sold. Now, I'm pissed.
I called Expedia to either, guarantee my seating on 10:10 Alaska Airline flight or put on other company flight to get me to Seattle by latest 12 PM because I had work at 1PM. I spoke to Meg who was courteous and she really wanted to help but from my experience in customer service, I knew she couldn't do much, so I asked to talk to her supervisor. Of course, I will be speaking to a guy name "Billy"(Employer ID # 45 Region BMD) with an Indian accent (Nothing against Indian people, but don't F#@king act like I am an idiot) and that point, I just loaded all my anger and complain to "Billy" because, also knowing from working customer service, I knew this Asshole aren't going to tell me except "Oh, Im so sorry to hear that. But.." and tell me some lame ass excuse like there isn't a thing he can do and it was actually my fault that I missed the flight. When this asshole told me it was my fault, now it's no more Mr. Nice guy who try to reason with the guy and now Paul Park who hung with some bad seeds. I started to cuss(which I hate to do because I always like to control my temper) and told him that if Expedia is going to impact my pay, they SURELY had a law suit on their hand. He panicked and did not know where to go from that point so I told him "Fuck it, let me speak to your supervisor". He told me to hold for 3 - 5 minutes and I hold for 20 during the time of me doing a security check. before it was my turn to go through the scanner, "Billy" told me he has "Day -Yun" on the phone. Diane answered and I had to ask her to be on hold for me to go through the security check. The boarding time was at 9: 40 and it was 9: 45 so once again, I was running while being on the phone with Diane, screaming at her. She replies with technical term of the policy for ALL Expedia customers that "If the transfer is within 55 minutes, it's really on the customer that they couldn't make it", which simply put "It's your fault". So I got pissed again start yelling at her which made Alaska Airline people to tell me to go to the corner to talk to. It wasn't Diane's fault but I really hated how UNPROFESSIONAL Expedia handle their clients. I used Expedia before and this was the first time I ran into a situation such as this. HOWEVER, if company is not willing to help the customer who needs the most help and handle situation such as this by 1) Blaming the customer 2) Blame the Airlines 3) Try to protect themselves with technical term of their policy; that's when companies are judged and get hated on. Luckily, the flight had a seat for me and even the Alaska Airline employees said "Hang up, they are not going to help you. You aren't the first and surely won't be the last to deal with bad service from Expedia". I made to Seattle at 12 PM and made it to my work on time.
To sum everything up, Expedia really showed that when they have made a mistake, they will blame the customers and try to protect their own neck. What happened to customer service? I work at a hospitality business so I know about the Online Travel Agencies work and today, they surely proved that they are horrible. They are nothing but the bridge; they will never take fault for their mistake or error and when they do they will blame the other end. My advice as a traveler is that, if you are going to travel, it's better to deal with providing companies directly. If you need to fly, call the airline. If you need hotel, call the hotel. If you need to rent a car, call the car rental place. It might be little more work but at least if something goes wrong, these companies will do their best to accommodate you, where when you deal with Online Travel Agencies, they will blame the others or even YOU. I know your concern is money. You believe that when you bundle or use Online Travel Agencies, you will save money. Here is a secret from a person who works at a hotel; it's cheaper to use the providing companies directly than using Online Travel Agencies. They will give you a deal, work with you, and they will do their best to accommodate you. Why would they do it if Expedia or Online Travel Agencies don't? Because it's their profession and their job where Expedia or OTA's main motive is to get you book with them. They don't care if you end up in a motel where 13 murders has happened, that is not their job to care for your accommodation, they just want you to book with them.
So, I will end this buy saying DON'T USE EXPEDIA.
My flight was at 7:05 AM departure and according to the confirmation E-Mail, my flight was with Alaska Airline. I like to stay cautious so I left the house at 5 AM and got to LAX at 5:40AM. I went to Alaska Airline kiosk to print out my boarding pass; however, it said my reservation was not found. No biggie; I decided to talk to the customer service to get this problem fixed. They informed me that there is NO Alaska Airline flight was departing to San Francisco at that time. They told me to go to Delta, so I did. Now, remember that boarding time is different from departure time. I waited in a line for Delta and when I reached the customer service representative, they told me they also DO NOT have a flight leaving to San Francisco and confirmation clearly shows that it's with Alaska Airline. So I ran back to Alaska Airline help desk and said that they need to do something about it. They realized that it was with American Airline and the check - in station for American Airline is at a different terminal which was next one over. Little pissed off from running around, I made it to another terminal roughly around 6:20 and this time, I found my reservation but no sitting number, so I had to ask for my seat at the gate. It was little problem but I was glad that I was on the plane. So that was the first mistake Expedia made.
After boarding, it was good. But back of my mind, I had another concern; what is going to happen at San Francisco when I do not have the boarding pass to get on the next flight. Luckly, next one had a signed seating so I was sure I'll be on the flight.....but what about boarding pass.
After an hour, my flight landed to San Francisco airport at 8: 27 and my next flight was at 9:20 departure. So I quickly ran out and asked where is Alaska Airline check - in desk. Now, if you didn't get my big problem, here it is; to obtain the boarding pass, you have to go to Check-in, which is outside the gates. I ran out, I had to go to the next terminal by monorail, and when I got to the Check - In, they told me the flight that I was suppose to be in, closed the doors already and it was 8: 45. This task was impossible even if I ran fast as I could and there was NO possible way I could have got on the plane with me switching over to different terminal to obtain my boarding pass and go through the security check with when doors closed at 8: 45 AM. So they offered to put me on "Stand By" for 10:10 flight which was over sold by Expedia, so I might not even be on that flight but next one after 10: 10 flight which was also over sold. Now, I'm pissed.
I called Expedia to either, guarantee my seating on 10:10 Alaska Airline flight or put on other company flight to get me to Seattle by latest 12 PM because I had work at 1PM. I spoke to Meg who was courteous and she really wanted to help but from my experience in customer service, I knew she couldn't do much, so I asked to talk to her supervisor. Of course, I will be speaking to a guy name "Billy"(Employer ID # 45 Region BMD) with an Indian accent (Nothing against Indian people, but don't F#@king act like I am an idiot) and that point, I just loaded all my anger and complain to "Billy" because, also knowing from working customer service, I knew this Asshole aren't going to tell me except "Oh, Im so sorry to hear that. But.." and tell me some lame ass excuse like there isn't a thing he can do and it was actually my fault that I missed the flight. When this asshole told me it was my fault, now it's no more Mr. Nice guy who try to reason with the guy and now Paul Park who hung with some bad seeds. I started to cuss(which I hate to do because I always like to control my temper) and told him that if Expedia is going to impact my pay, they SURELY had a law suit on their hand. He panicked and did not know where to go from that point so I told him "Fuck it, let me speak to your supervisor". He told me to hold for 3 - 5 minutes and I hold for 20 during the time of me doing a security check. before it was my turn to go through the scanner, "Billy" told me he has "Day -Yun" on the phone. Diane answered and I had to ask her to be on hold for me to go through the security check. The boarding time was at 9: 40 and it was 9: 45 so once again, I was running while being on the phone with Diane, screaming at her. She replies with technical term of the policy for ALL Expedia customers that "If the transfer is within 55 minutes, it's really on the customer that they couldn't make it", which simply put "It's your fault". So I got pissed again start yelling at her which made Alaska Airline people to tell me to go to the corner to talk to. It wasn't Diane's fault but I really hated how UNPROFESSIONAL Expedia handle their clients. I used Expedia before and this was the first time I ran into a situation such as this. HOWEVER, if company is not willing to help the customer who needs the most help and handle situation such as this by 1) Blaming the customer 2) Blame the Airlines 3) Try to protect themselves with technical term of their policy; that's when companies are judged and get hated on. Luckily, the flight had a seat for me and even the Alaska Airline employees said "Hang up, they are not going to help you. You aren't the first and surely won't be the last to deal with bad service from Expedia". I made to Seattle at 12 PM and made it to my work on time.
To sum everything up, Expedia really showed that when they have made a mistake, they will blame the customers and try to protect their own neck. What happened to customer service? I work at a hospitality business so I know about the Online Travel Agencies work and today, they surely proved that they are horrible. They are nothing but the bridge; they will never take fault for their mistake or error and when they do they will blame the other end. My advice as a traveler is that, if you are going to travel, it's better to deal with providing companies directly. If you need to fly, call the airline. If you need hotel, call the hotel. If you need to rent a car, call the car rental place. It might be little more work but at least if something goes wrong, these companies will do their best to accommodate you, where when you deal with Online Travel Agencies, they will blame the others or even YOU. I know your concern is money. You believe that when you bundle or use Online Travel Agencies, you will save money. Here is a secret from a person who works at a hotel; it's cheaper to use the providing companies directly than using Online Travel Agencies. They will give you a deal, work with you, and they will do their best to accommodate you. Why would they do it if Expedia or Online Travel Agencies don't? Because it's their profession and their job where Expedia or OTA's main motive is to get you book with them. They don't care if you end up in a motel where 13 murders has happened, that is not their job to care for your accommodation, they just want you to book with them.
So, I will end this buy saying DON'T USE EXPEDIA.
EXPEDIA SUCKS ! THEY DO NOT HONOR THEIR LOW PRICE GUARANTEE !
ReplyDeleteI too had an experience with the Expedia operators concerning their lowest price guarantee. I booked a room in Las Vegas Nv. at the Golden Nugget with Expedia for a price of $161.37, and then seen it on the Golden Nugget website for $128.91.
I filed my low price guarantee within 1 hour of booking through Expedia, (your required to do it within 24 hours) and it gave me a response saying “Thank you for your email, you will receive a response within 48 hours”. Since I did not get a follow up e-mail in my inbox, I waited for a few hours, and refilled my complaint to make sure they got it. I again never received an e-mail response so I thought I would wait for the 48 hours and see what happens. After I waited the 48 hours and never received any communication from Expedia, I e-mailed them to see what was going on with my filing. Again waited another day or two with no response, so I called them to ask what was going on. (actually you put in your number they call you back) I talked with the operator, (very hard to understand) and they told me that I never filed anything with them. I explained that I not only filed it once, but I filed it again to make sure, and followed up with a e-mail. After waiting on hold for another 30 minutes, they came back and said that they found it and they had Good News, they were going to give me the $50.00 credit, and $8.00 for the difference between the two prices, I said that was great, but the difference was not $8.00 but it was $32.46, and I requested that they refund the proper amount, when I was put on Hold again…for another 15 minute. They returned to the line, and told me that he was wrong, and that they have my filing but that they have not yet made a decision on it as of yet..(so the story changed again) That I would receive a response within 24 hours, so I got a case number, and waited. After 2 more days with no response at all from them, I called them again, telling them that I was not happy, and expected that they straighten out this situation while I was on the phone, and they assured me that they would, then put me on hold. After waiting on hold for 15 minutes, she came back and said…”Brian, Brian?” and I responded twice, then she hung up. I got back on the phone with them yet again, and they said please hold, and hung up again !! This went on for about 4 more phone calls, continuing to hang up on me, when finally I just ask for a supervisor. On hold again for another 10 minutes, she finally came to the phone, and proceeded to tell me that I never filed a claim, and that they could not help me. I proceeded to tell her that I not only filed it once but twice, and she continued with her story about me not filing a claim. I gave her my “Case Number” to show her that I have been on the phone with them many times, and she put me on hold again, and after another 10 minutes, she came back and said that she actually did find my claim but that it was too late since it was now a week later. I told her I filed it within 1 hour of booking with them and insisted she do more research on the matter, then back on hold. After another 15 minutes, she returned and said that I indeed filed it in a timely manner, but more bad news, I used a $50.00 credit that I had with them (Expedia) and that made the price cheaper, so there would be NO REFUND OR $50.00 COUPON. I was pretty upset, telling her that they cannot punish me for using MY CREDIT (that belong to me !) to help pay for the trip to their advantage to make the price lower, virtually punishing me for using my credit, and she insisted that the price was lower, no matter how it got there, so no low price guarantee. I kept on insisting for another 5 minutes that they had to honor their policy, and she finally said that they would give me the $50.00 coupon but would not be issuing a price match refund. Having been on the phone with them many many times for hours, I had enough (their whole plan to begin with) and accepted the coupon, without the refund price difference.
DO NOT USE THEM !