Good web service, poor customer service
Written: Jun 12 '00
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I've been an expedia user since it was announced. It is, and always has been, one of the most powerful web-based travel sites.
I especially like to be able to see all my options, and Expedia does this well. Even though I'm about to pan their lack of customer service, I will probably continue to use Expedia if not to book flights, to at least reserve them or be aware of options and availability.
But the competition has caught up, technologically. I'm nearly as happy with Travelocity as I am with Expedia.
But twice in the last month I've had to call Expedia. Once because my travelling partner arrived at the airport without a ticket (I had requested E-tickets) and Expedia had issued paper tickets unbeknownst to me. And now because they sent me a message asking me to call because my itinerary had changed to something impossible (my connecting flight now leaves before my arrival at an intermediate airport)!
Both times the hold times have been way too long: 15 minutes or more. This is unacceptable and rude. They could have tried to call me, they have my number. But instead they put the cost and inconvenience on me.
C'mon Expedia, I expect much better than this!
You are getting a "terrible" customer service rating, but only because your hold times really frustrated me more than the original problem did. Once I reached someone, they've always been both polite and highly informed. They have hired good employees to handle the phones, but not enough to keep the hold times down.
Recommended:
Yes
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Epinions.com ID:
topolski
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Member: Robert Topolski
Location: Hillsboro, OR
Reviews written: 23
Trusted by: 12 members
About Me:
I sing baritone in a barbershop quartet!
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