The Consumer Complaints Blog

On June 16th I had to cancel a flight from Winnipeg to Toronto for my husband due to a death in the family. I called Expedia and they said no problem – they would issue a credit for the flight. They sent me an email confirming credit $262.63 and credit booking procedures.

I called the following day to rebook my husband’s flight as per their procedures which required that I book through their customer service department. I was connected to an agent named Chaza. I gave her the flight info but for some reason she could not find it on her screen even though it was on Expedia’s website screen. She tried to offer alternative flights. Suggestion 1. Fly to Toronto from Winnipeg via Calgary. Told her not acceptable when there are 3 direct flights on line. Suggestion 2. Direct flight leaving Winnipeg 9 am arriving 5 pm. Not acceptable again as flight is 2H15m. She told me the flight required 7 hours for refueling. After I explained that her website showed at least 3 direct flights leaving the following morning she finally located the info. She said she could book the flight however the cost would be $235.26+my credit+cancellation fee = $544.89. I told her this was unacceptable as I could book it on line with her company for $298.23. Could she explain why my price was double from what is offered to everyone else. She said she would look into it. I was put on hold for 3 HOURS! After 3 hours I told her I had to go to work and she promised me she would call me back and have everything resolved. I waited until 8 that evening. I called customer service and was told that she had left for the day. I asked to speak with a supervisor. I was put on hold – after 25 minutes I hung up and booked a flight directly with the carrier.

I called back the following morning and asked to speak with a supervisor. After being on hold for ½ an hour I was connected to a Ms. Nesson who told me that she would look into the matter and call me back. I never heard back for her either. I have also sent two emails to Expedia. No reply or acknowledgement.

Your assistance most greatly appreciated.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.