"We're not here to help you," says Expedia Manager
Was scheduled to travel from Seattle to Toronto via Las Vegas yesterday but storms in NV got in the way. The flight was delayed, naturally, not something Alaska Air has a lot of control over. The connecting flight departure gave us only the slimmest margins for catching it.
I called Expedia to see what they knew. After explaining the situation to the "Customer Service" representative I was put on hold. For 48 minutes by the timer on my cell phone. I called back and waited for another fifteen minutes before hanging up.
The wife and I were literally standing at the gate, boarding passes in hand, waiting for any information regarding our connecting flight. Alaska knew nothing, the US Air phone system said it was on time, and Expedia was stonewalling.
If we got on board we could very easily get stuck in Las Vegas with no way home. No the world's worst scenario but not what was planned. The gate agent said they had to close the doors so I had to decide. I thanked them and said we weren't going. It was the right call. That flight ended up missing the connector by three hours.
I called Expedia for some resolution. I asked to speak to a manager and was connected with "John" (not his real name, I'm sure, but that's what he said). I was far more upset over the lack of service from Expedia than anything else. John explained that Expedia doesn't have any information about flights, that they, "are only an online booking service" to quote him exactly.
Helping customers who are stuck at the airport isn't part of their job. Finding customers another way to their destination is just absurd. Once you pay them money they are not interested in your problems, especially if the flight is non-refundable. Free money!
Why, then, I asked him, didn't the reps just say so? Either time? I explained to John that in this situation "I don't know" is a perfectly suitable response and one I could easily deal with but his people were incapable of such honesty so instead they left me hanging on the line for an hour. Then he said, "Nobody told you to stay on the line." I guess next time I hear the words "please hold" I should ask, "How long"?
No refund forthcoming from the assholes at Expedia, either. Thankfully, US Airways was completely understanding. I should be getting my refund from them later. Marriott was equally cooperative, although the pleasant clerk I spoke with informed me that I would have to go through the morons (my words) at Expedia for my money back. Can you say "fat chance"?
I should add that the geniuses at Expedia took down their entire system for half a day for an "upgrade" so I will have "a better experience". Well, it will take more than a pretty UI for that wish to come true. What kind of idiots take their entire business offline for 12 hours? No doubt people at Amazon would just laugh at the idea.
Any guesses when I might use Expedia again? When Frosty and Lucifer play together.