Expedia: Not All That Expedient
by Leo Notenboom
Expedia just lost me as a customer. And it really hurts me to walk away. Unlike most customers, who'd probably have walked away long ago, I have an emotional attachment. I was one of the engineers who helped create Expedia.
When it first went live, I was the guy who installed the "final bits" in the MSN datacenter where it was housed at the time. My account is one of the first on Expedia. Somewhere within the bowels of Expedia, it's quite possible that some of my code remains.
And yet, no matter how hard I try, Expedia refuses to take my money.
Here's the story. Last week I finally decided to book a trip my wife, a friend and I would be taking to Austin in September. Very simple: three adults, Seattle to Austin, and a car at the destination. I laid out my itinerary and went to purchase it. Several screens later, Expedia finally responded with "We are unable to authorize this credit card. Please use a different credit card."
And for the record, it's a Visa, and very valid. I had used that day for other things and no, I'm nowhere near my credit limit.
Fine, I try again. I reenter the credit card information, make sure the expiration date is current, and so on.
"We are unable to authorize this credit card. Please use a different credit card."
OK, fine: I'll use my American Express card. In fact I even have another trip already booked and paid for on Expedia using it, so that should work, right? Wrong.
"We are unable to authorize this credit card. Please use a different credit card."
Same story, I double check all the information, reenter the number and expiration date.
"We are unable to authorize this credit card. Please use a different credit card."
OK, ok... I "get" software. I even understand credit card processing can be a pain in the behind at times. I'll let it sit a couple of days so any transient problems can work themselves out. If it's a widespread issue, you know they'll be all over it.
Days later I go to try again. You can guess where I'm headed:
"We are unable to authorize this credit card. Please use a different credit card."
So I call customer service. To their credit, it was relatively easy to get to a real person, with whom we repeated the process -- and got the same results.
OK, we'll try the other (Amex) card again. This time she put me on hold when it failed, presumably to get help from someone.
She came back, and indicated that perhaps one of the flights in my itinerary wasn't available anymore, so she wanted to rebuild it from scratch. Why an unavailable flight would manifest as a denied credit card is beyond me, but what the hey. Like I said, I'm patient, and wanted to cut my beloved Expedia some slack. Sure enough the return trip was no longer available, so she booked a different flight.
Cool? No. You know where this is headed....
Back on hold I went.
Actually I waited longer. Three or four hours.
"We are unable to authorize this credit card. Please use a different credit card."
Two different credit cards, that I know are good, work elsewhere, and use different back-end processes.
Apparently Expedia doesn't like me anymore, and doesn't want my business.
Sigh. I feel so ... rejected. And as silly as it sounds, sad. Expedia was one of my "kids".
Maybe that roaming gnome will have me? Yep, the gnome likes me. First time, without a hitch. A double pain for me, since Travelocity was "the competition" when we were building out Expedia. Sigh.
>:-(
Leo Notenboom runs the popular tech support site, Ask Leo.
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Comments
Get this folks: check out investor relations at Expedia at http://investors.expediainc.com/phoenix.zhtml?c=190013&p=irol-irhome
You will learn that this company had a net income (after all expenses) of $99 Million in the last QUARTER. Are you telling me they can’t afford more people on the phones…?!
Their Nasdaq symbol is EXPE and the President / CEO’s name is Dara Khosrowshahi. He (or she) ought to be ashamed. The top of their quarterly report conveniently lists all their affiliated companies you should avoid.
Here are some phone numbers that I’m guessing DON’T have the violins playing:
Investor Relations: 425-679-3555
Communications: 425-679-4317
Posted by: Randy, Alberta Canada | November 20, 2007 11:32 PM
BE AWARE OF EXPEDIA'S NONREFUNDABLE POLICY
I spent countless hours w/ an Expedia customer Rep. When I couldn't get anywhere w/ her, I requested the supervisor. Why even bother: he too claimed he couldn't help me.
My dilemma started when I booked a hotel and car package with Expedia. After booking my reservation I did additional search on the hotel I was staying. Silly me I should've done that prior to booking. To my amazement the hotel in Plantation FL was not a desirable hotel. There was a blog online about this hotel and the comments were undesirable about it. I became a little concerned.
I decided to call expedia and request another hotel and was was told by both customer service and supervisor that they cannot switch the hotel and will not issue a refund because of the agreement they have w/ the hotel. She suggested that I pay for another hotel. I was livid! I was also informed that since I checked that legally binding agreement online (as if i had any other choice) I cannot and will not get a refund/credit to my credit card. I contacted my credit card company and started a dispute -- I wasn't going to allow them to take charge my account for a hotel stay that was not going to take place.
I contacted the hotel and the night clerk was more than happy to cancel my reservation. However she was unable to do so because I didn't make the reservation with the hotel itself. She instructed me to contact expedia. I called them again and got another customer service rep who did more than the other two incompetent employees were able to do. I felt as if I was dealing with a totally different company. She contacted the hotel, confirmed that they were willing to cancel the reservation and she then issued me a credit.
The bottom line is don't take no for an answer. Go the extra mile and try to accomplish that goal. I WILL NOT book another reservation with expedia again. I will be reporting them to the BBB because the consumers should not be treated in this manner. I should not have to make multiple phone calls to get a credit/refund.
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I'm amazed you actually got a refund. Congratulations! But lesson learned: do you homework BEFORE you book, no matter who you book with. -rc
Posted by: Lbuck | November 21, 2007 9:42 PM
Please use caution when booking through Expedia.
I cancelled a flight, the Expedia rep advised I had one year to redeem the credit. When I called back to rebook the flight (within the year) expedia refused to redeem the credit. The airline would not give the credit either, it was not their policy. Now I'm out over $600.
It's MUCH easier to deal with the airlines direct.
Posted by: Melissa | December 21, 2007 1:43 PM