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This is the horrible ONGOING story
of: Warren
(XXXX = data containing personal
information from Warren, ZZZZZZ=personal (probably fake names form
EXPEDIA's representative)
THIS IS ABSOLUTELY UNACCEPTABLE. I contacted the Embassy Suites hotel
directly on Tuesday and canceled the reservation myself. This was
only after I called Expedia 4 different times to speak with someone
about the situation and was disconnected each time while waiting on
hold to speak with a representative. The hotel made it clear to me
that they would be happy to provide a refund, but that I would need to
coordinate with Expedia. Again, I called and again I was
disconnected. So, I wrote an email. As you know, Expedia failed to
respond to that email in the promised time frame of 4 hours requiring
me to follow up myself with yet another disconnected call and an
email. Had Expedia followed up on the request in a timely manner then
we could have resolved this prior to the reservation itself.
I am deeply disappointed in several aspects of this exchange:
- You are obviously using a form letter to respond to a customer
issue. As a business owner myself, I am shocked that this is
considered acceptable and would be considered customer friendly. I
can only imagine the vast amount of customer service issues you must
deal with, but as a customer the impersonal nature of these exchanges
is a turn off. Since this is the first time I have ever needed to use
the customer service at Expedia
- I was treated far more professionally and more rapidly by the
hotel staff than I have received from Expedia. They even went so far
as to say "I am so sorry for your family. I hope everything is ok.
When things settle down with your family emergency, we hope you will
consider staying with us in the future." And then they canceled the
reservation. Now, that is customer service that goes above and
beyond.
- Due to your lack of solid systems, poor customer service, and lack
of follow up you are asking me to take a $239 charge. Do you really
think a $50 certificate, that requires me to use you again, is really
the best course of action. What can you buy for $50? Can you please
point me to a list of hotels in
London that I can safely stay in during my trip next month?
What about the 3 trips I need to book in June, can you identify how
$50 will encourage me to use your service after this?
- I am rather shocked that you would say that you contacted the
Embassy Suites in Walnut Creek given that I spoke to them on Tuesday.
Did you ask if I had canceled the reservation? Did you really speak
with them or was this merely a statement meant to make it appear you
did something?
My initial, and ongoing request, is that I be offered a refund due to
a family emergency that caused me to cancel a trip. I understand that
you have a business to run and there are financial costs associated
with that. However, if we have been able to speak on Tuesday or you
had responded to my email this all could have been avoided. I am
disgusted that you have elected to treat a customer in this manner.
If you will view my profile you will see rather quickly that I have
been using Expedia for years. And you want to alienate me, my future
business, and anyone I speak with over a poor customer service
experience on your part?
I would like to receive a reply from a Director level within Expedia.
I am not looking for another canned reply, but something that
specifically addresses these concerns. I would also like to
understand what you are going to do to improve your customer service
processes that would entice me to continue using your service rather
than move to one of the many competitors that exist today.
Sincerely,
Warren XXXXX
Dear Warren,
Thank you for contacting
Expedia.com
regarding your Embassy Suites Walnut Creek reservation.
We would like to apologize for the inconvenience. Unfortunately, we
can no longer issue you a refund for the hotel cost. We have contacted
the reservations department of the property and was advised that they
can no longer authorize the refund.
In lieu of this, we will be depositing a $50 Expedia Travel Coupon to
your account. I understand this is nothing compared to the
inconvenience and frustration you may have encountered. However, I
wish this would make up for whatever shortcomings we have shown you.
You may use this coupon for a future Expedia Special Rate hotel
reservation or Vacation Package. We sincerely hope that you will
consider using
Expedia.com again for your
future reservations.
You can view and use your coupon by following the guidelines below:
1. While in your account, click on the link "My Account", after
signing in.
2. After clicking on "My Account" scroll down to the bottom of the
page.
3. Click on the link "View your coupons". A page will automatically
show the coupon/s that you have earned.
4. Click on the link "Learn how to redeem coupons".
Please be advised that the coupon is valid for up to a year from the
time it has been deposited and may be used as a guaranteed $50
discount towards a future Expedia Special Rate (ESR) hotel or vacation
package reservation. The coupon will be made available in your account
within 24 to 48 hours from the time this e-mail has been sent.
If you have further questions, feel free to reply to this e-mail or
contact Expedia customer services at
1-800-397-3342 and reference case ID -----. You can also visit
the
Expedia.com "Customer Support"
page (<http://www.expedia.com/daily/service/default.asp>)
for more customer service information.
Thank you for choosing
Expedia.com.
Jania
Expedia.com Customer Support
Team
-----Original Message-----
From: Warren XXXX
Sent: 4/20/2007 7:25:21 AM
To: Expedia Travel Support <
Travel@customercare.expedia.com>
Subject: Re: Where is my refund? - Case ID: [REQ:-------]
Following is the information requested to review this issue. The
booking was for The Embassy Suites in
Walnut Creek, CA. Following are the key numbers:
*Expedia.com
itinerary number: --------
*Hotel confirmation number: --------
Thank you for your expedient attention.
Warren
On 4/19/07, Expedia Travel Support > wrote:
Dear Warren,
Thank you for contacting
Expedia.com about your
refund.
We apologize for the long wait time. We have been receiving a high
volume of e-mails and calls for the past days due to customers whose
trips were disrupted by the recent spring storm.
We have received your e-mail request, but we are unable to determine
the hotel in question or issue. We would like to assist you but need
some additional information such as itinerary number and/or booking
id.
You may contact us through our toll free number at 1(800) Expedia (1
800
3973342) or
1 404 728 8787 for callers outside the U.S. and
Canada. A
customer service representative would be happy to assist you on this
matter.
If you have further questions, feel free to reply to this e-mail or
contact Expedia customer services at
1-800-397-3342 and reference case
ID ------------. You can also visit the
Expedia.com
"Customer Support" page ( >) for more customer
service information.
Thank you for choosing
Expedia.com.
Regine
Expedia.com Customer Support Team
-----Original Message-----
From:
Sent: 4/19/2007 4:01:42 PM
To:
travel@customercare.expedia.com
Subject: Where is my refund? - Case ID: [REQ:-----------------]
* TPID: 1
* EAP: 0
* Name: Warren XXXXx
* TUID: -----
* E-mail Address:
XXXX@gmail.com
* Phone Numbers:
+1
(---) ----6---
* Itinerary Number:
* Subject: Where is my refund?
--------------------------------
* Comment:
According to your website you respond to all inquiries within 4 hours.
It has been 3 days and still I have no response to my request for a
refund. Can you please address my initial request for refund which
was
made before the hotel reservation as a result of a family emergency.
On a side note, I am deeply disappointed in the customer service
provided. I called your 800# 4 different times and was disconnected
or
hung up on each time. This combined with the lack of response to my
inquiry is causing me to consider abandoning use of your service going
forward.
Sincerely,
Warren XXXX
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