Airlines
Expedia Employee Cancels Reservation After Bad Review
This sounds like a nightmare situation. After filling out the online survey about her disappointing customer service experience, an Expedia customer found that her reservation had been cancelled and a personal message left in her account by the customer service representative.
Apparently she had called in to complain about being charged travel insurance for her lap infant. Based on the CBS interview it sounds like the woman was unhappy but not abusive while talking to customer service, and candid in her subsequent review.
A few days later her reservation had been cancelled and the nasty note left on her account. When she followed up about the issue she was informed it was her fault and she’d have to pay $200 to rebook her flights!?
Sounds like it has been addressed since it hit the news, but yet another data point for why it pays to be nice to customer service agents, though apparently you’re out of luck when it comes to follow up surveys.
Has anyone else encountered this kind of situation? Fortunately I haven’t yet…
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J
October 20, 2016 at 1:30 am
One sided story… who knows how she really was to the CSR and whether or not her survey was actually legit and not some made up crap.
Mike L
October 20, 2016 at 1:43 am
It doesn’t really matter though, as a representative of the company the rep was wrong either way. This is coming from someone who worked in a call center. They will probably lose their job over this.
Harry
October 21, 2016 at 5:46 am
Sometimes Customer Service really is atrocious. The CS agent doesn’t understand what the issue nor is he or she capable of explaining themselves in a coherent way. A bad CS survey report is begged for. Despite the “we need your help to make our service better” message, I never respond. The worse the CS rep is the more likely you are to find yourself in this situation. I hope Expedia eat the re-booking fee. When they messed up a booking of mine once, they were very quick to make it right.
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Straker
October 22, 2016 at 10:27 pm
Why did you mosaic the word FUCK, Keri. Go fuck yourself too.
Jack
October 23, 2016 at 9:51 am
I have had numerous bad experience with Expedia and Hotels.com CS people from India. I just book directly with the hotel these days.
SJ
October 23, 2016 at 3:32 pm
Sometimes when I am forced to use Expedia and something goes wrong, I have been told by the CSR that they have been trained to not give any latitude to members unless really pushed hard. For example, last time I called to cancel a ticket, but it wasn’t really cancelled and I figured all of this after I got an an email from the airline that I hadn’t shown up. Took 2 hours of holding on the phone for them to refund it. It seems like they have no power to really do more than what the website allows. I guess they must get really upset when pushed to do a lot of things, since they can’t do it. Their managers yell at them if they allow anything big. Probably the system is designed this way.
PS: I am an expedia gold member.