I have been very disappointed with the customer service of Expedia. I tried to change my holiday flight for the 11th of August to the 4th of August due to a unexpected business trip.
The first disappointment was that it took a long time to actually change the flight. Every time they need to "check something" or "bring up the details" you are put on hold for 5 minutes. Even as simple as bringing up the booking details or other flights. This results in that every phone call will take at least 30 minutes to get anything done. In the current age, this is not good enough as general internet users can do it in less than 30 seconds from each request. After half an hour of this, I was told that to change my flight would costs about £280 (£200 fee + £80 for change in flight fair). I was okay with this but I needed to asked approval from my manager so I hung up the phone.
Second disappointment, the next day when I got the approval I rang them back to book the change. After the standard 30 minutes, I got told that it would costs £890 instead of the £280. As you can imagine, I was very very surprised by this especially when a new flight would cost £750. After speaking to the manager for about an hour, he told me I got lucky because the "airline just released a seat on the flight for £280"! Lucky me! If only I knew...
So I booked the change in flight and the manager told me that the original credit card would be charged with the costs. Good. I checked a few days later and the booked was changed. I requested a booking confirmation as well just to make sure. I even checked with the airline whether they had the booking. Yes, we were all good, ready to go!
Third disappointing (major one), came on the train on the way to the airport. The night before, after my bedtime, they've sent me an email that the change of flight was cancelled and I got back my original flight for the 11th! This was < 3 hrs for departure. Due to the reception on the train I tried to ring them but couldn't complete any of the phone calls due to the length of the calls (5 min for each on hold period).
I asked my wife to take over as she could call them through a landline. She manage to get a shower during an on hold period and still be on time to answer them on time. (Complete phone call lasted 75 minute to change a flight!) Less than an hour before boarding she managed to have them change the flight (£550) however the ticket was not issued yet. Meanwhile as a desperate move because I had to get a flight, I booked another flight through my work because I could see this happening.
Fourth disappointment, my wife tried to get some money back originally and they could give me £70. There I was with in total £2100 spent on a flight which originally costs £680.
During holiday, they were prepared to return a "generous" £780 pounds because the customer service guy listened to my conversation and I supposed to not have booked the flight (even though I got the confirmation...? No sense!)
All in all not a good experience and a lot of money lost for nothing.
Thank you Expedia,