It took only one bad service to ruin one reputation. That’s exactly my experience with Expedia. Though it wasn’t recently – talking about 4 months ago -, still, it is worth sharing the unfortunate experience.
I used their service a lot while in New Zealand. Never once I had an issue, though I read lots of comments regarding the agent online.
Last Christmas, I made a last minute plan with my cousin and her daughter to travel to Krabi, Thailand. As usual, I logged on to Expedia website to look for the best deal. Considering myself lucky, we locked on the deal – travelling to Krabi via Phuket. All was sorted, we got our booking confirmation.
On the travelling day itself, we decided to stay overnight at KLIA since our flight was scheduled at 4.45 am. We departed from home early, around 3pm, went to KL Sentral to take KLIA Express to the airport.
Upon check-in, the lady at the counter told us that there were problems with my cousin’s and her daughter’s names. For some reason, Expedia wrote their name wrongly in the system. We checked out the online confirmation, all names were correctly written. I didn’t know how did Expedia screw up, but they did it big time.
Unlike my cousin, whose name was missing one character, her daughter’s name was completely shortened to 4 characters only (out of 3 word-name). She called Expedia to sort out this problem, the agent said he could not do anything so she demanded to talk to the manager.
After a few moments of debating, — he even blamed us for not telling us earlier. Duh! Are you retarded? The problem occured upon check-in, how could we tell you sooner??? — the manager said he would need two hours to fix the issues (like seriously?). So we headed to KLIA, hoping that the matter would be resolved once we’ve arrived at the airport.
Not even half an hour after we boarded the train, the manager called, saying that he could not do it within 24 hours. There were procedures they have to follow yada yada. Again, seriously? You screwed up and you could not even fix it.
The solution he gave? We had to purchase new tickets and guaranteed for a refund.
As a travel agent, he should know better that that was Christmas time, definitely the plane to Phuket (everybody loves to go to Phuket!) was fully booked. At least, what he could do was to explain the situation to MAS, purchased the tickets on behalf of us and not leave us handling the problem ourselves with 1001 uncertainties.
Fortunately, the MAS agents were really helpful, assisting us to solve this problem. It wasn’t smooth, they had to make a lot of calls in between, but they did their best to help.
Expedia? Didn’t even try to assist.
According to the MAS agent, our case wasn’t the first. There were a lot of other angry customers having issues with Expedia.
After experiencing their bad service first hand, that would be the last time used them as an online agent. Not gonna give them a second chance. Nada. Ziltch.
And I’m not gonna put out a nice word about them either. Full stop.