VICTIMS OF EXPEDIA: Rebuttal to EXPEDIA's informative note
It seems that one of EXPEDIA's employee is talking on behalf of its company
(see original text submitted to www.my3cents.com
(note: the original letter was removed this morning from my3cents)
(my responses are written in red)
"Hi im from expedia. i would like to share my experiences
with customers like you.
1. PLEASE READ THE RULES AND RESTRICTIONS of any reservation you made, and
if you make a reservation it is automatically understood you agreed on these
RULES so PLEASE FOLLOW THEM if your not happy with the rules then dont buy
it... Be Responsible on knowing what you are buying ONLINE.
Response: We agree in
the rules that are written. These rules do not mention that EXPEDIA can keep
the money for services EXPEDIA failed to provide.
2.
If you want "us" to help you on your concerns PLEASE DONT Yell on our ears
bec we are not deaf.
if you approach us professionally we will deal with you with the same
manner, treat us like s*** and we will not exahust all options your choice.
Response: EXPEDIA is not deaf for sure. But Why don’t you respond e-mails
that are sent you in a polite way asking for documentation proving that
EXPEDIA did the right thing.
3.PLEASE REVIEW all the bookings you made at the RATE and
DETAILS page and before putting your credit card information PLEASE REVIEW
them again so as not to BLAME US on YOUR MISTAKES.
Response: this
point is probably irrelevant in my case
4. i know there is no perfect system but res assured if you request for a
supervisor/manager we will be more than happy to escalate the call.
Response: I agree with this point and but I had contacted agents,
supervisors and customers specialist advisors. Almost all of them lied to me.
5. PLEASE READ the trip cancelation waiver and flight
insurance PROPERLY and DONT TAKE IT FOR GRANTED. BE a Responsible CUSTOMER.
Response: probably irrelevant in my case
6.Please be Responsible in reading the coupon rules and restriction when we
deposit it on your account if your bussy you can email us or call us so that
we can EDUCATE you on the process. Please dont blame us if your didnt READ
the RULES of COUPON when you use it. We do send emails re this and IT IS
STATED THERE.
Response: irrelevant in my case. But again, EXPEDIA is treating customer as
“ignorant”.
7.Please dont make us waive the procesing fees bec it will be
deducted on our salary. we are underpaid.
response: I can sense that EXPEDIA’s employees might have to lie to
customers to keep their job. I solidarize with you but that is not an
excuse. If you have to lie or cheat customers because you are “underpaid”
find another job. If you feel so competent to treat customers as “computer
illiterates” (see point 10), you can find a better paid job.
Customers can start suing EXPEDIA’s employees for the lies you are forced to make. Is EXPEDIA going to pay for your lawyers if somebody decides to sue you?
Expedias’s employees are doing unethical things such as cheating customers ignoring customers complaints in order to make EXPEDIA get money in a fraudulent way. When the time comes, EXPEDIA probably will fire the employee instead of assuming its responsibility.
In my case, I’m studying the possibility to sue two customer advisors. Is EXPEDIA going to protect them?
The argument to sue employees is the same argument courts use to treat war criminals. Even if you have the “order” to do the wrong or bad thing you have the moral duty to refuse such orders.
8. If you are planning to exchange your ticket please be SURE
on when you are planning to move the dates, dont treat us like fortune
tellers to know whast the best price on the best hour to travel. we are not
super humans. its not easy to use airline systems to check prices you know.
response: probably irrelevant in my case
9.PRICES AND AVAILABILITES ARE NOT GUARANTEED UNLESS
PURCHASED. as much as we want to provide the correct price information
please be advised that we work with REAL TIME with the airline and hotel,
they access our system every minuet and every second of the day.
response: probably irrelevant in my case
10. if you dont know how to use the computer please call the
800 number, dont experiment on your own and BLAME US for your mistake and
expect us to take consideration on your lack of computer skill to waive pen.
Bec for airlines we cant and the htl it depends.
response:
this is so rude. Don’t treat customers as “computer illiterate”
11. IF you LOOSE YOUR paper tickets DONT BLAME US and TAKE RESPONSIBILITY
for any penaltys that you have to take.
Response: In my case, I did not loose my paper ticket. I
cannot loose anything I never had because EXPEDIA failed to deliver twice by
regular mail and later failed to put the information into the airline. I had
sent documentation to EXPEDIA proving these issues but EXPEDIA blames the
airline and refuse to provide me with documentation in order I can claim to
the airline.
12. we maybe
you travel agency but we are not your NANNY.
Response: right, my nanny will not steal my money. But as a travel agency you have to provide the service you charged in the credit card or if you fail to do that, reimburse all the money you charged and pay the right compensation the customer deserve for all the troubles EXPEDIA caused.