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.

Read the whole story here.

Has anyone else encountered this kind of situation? Fortunately I haven’t yet…

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