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Praise for Expedia 4
Brammeldi
Posts: 41 Forumite
Hi all.
A lot of the time we only post on here with grumbles about companies (I'm as guilty) but I thought I would buck that trend and share with you a pleasant experience...or at least a not-so-pleasant experience, with a happy ending and wonderful customer service.
I had booked a two-day break in Edinburgh, flight included with FlyBe from Birmingham. I booked and paid for it on Expedia.co.uk which I have used before to book flights. I have found Expedia very good with customer communication with updating you on itinerary alterations and the like. However, when I went to check in at the airport, I'd discovered that all wasn't paid for and there were extra baggage costs when flying with FlyBe.
Had Expedia informed me during booking process, I could have paid £8.99 each way for baggage, instead of the one-the-day price of £13 each way. I had to pay it anyway but at the time it took a third out of the amount I had budgeted for the trip. As a result, I wasn't able to afford to visit the castle and dungeons as planned. This put a slight dampener on my trip.
Anyway, when I got back, I penned a letter to Expedia customer services, enclosing a copy of my receipt for the baggage payment. As well as explaining the issue of not informing the customer about extra costs (which I backed up with a quote from Consumer Direct website), I suggested that they make it clear that there might be extra charges. I also mentioned that I have been impressed with their ease of use and good communication in the past but that I would like to be refunded the £26. I sent the letter recorded and by day two I'd received an email telling me that they'd received my letter and that someone would deal with it soon.
Today, I received an email apologising for not informing customers about the costs and that it is now rectified. They are also crediting my credit card with the £26 that I was out of pocket and have credited my Expedia account with a £25 voucher.
The downside is that I have to use the voucher before end of December 2009 with travel taken before June 2010. To be honest, I'm not too bothered about that as I had just requested a refund, which is what I got and the voucher was just a lovely gesture I thought.
So, Expedia...thank you! I will be using you again!
:money:
A lot of the time we only post on here with grumbles about companies (I'm as guilty) but I thought I would buck that trend and share with you a pleasant experience...or at least a not-so-pleasant experience, with a happy ending and wonderful customer service.
I had booked a two-day break in Edinburgh, flight included with FlyBe from Birmingham. I booked and paid for it on Expedia.co.uk which I have used before to book flights. I have found Expedia very good with customer communication with updating you on itinerary alterations and the like. However, when I went to check in at the airport, I'd discovered that all wasn't paid for and there were extra baggage costs when flying with FlyBe.
Had Expedia informed me during booking process, I could have paid £8.99 each way for baggage, instead of the one-the-day price of £13 each way. I had to pay it anyway but at the time it took a third out of the amount I had budgeted for the trip. As a result, I wasn't able to afford to visit the castle and dungeons as planned. This put a slight dampener on my trip.
Anyway, when I got back, I penned a letter to Expedia customer services, enclosing a copy of my receipt for the baggage payment. As well as explaining the issue of not informing the customer about extra costs (which I backed up with a quote from Consumer Direct website), I suggested that they make it clear that there might be extra charges. I also mentioned that I have been impressed with their ease of use and good communication in the past but that I would like to be refunded the £26. I sent the letter recorded and by day two I'd received an email telling me that they'd received my letter and that someone would deal with it soon.
Today, I received an email apologising for not informing customers about the costs and that it is now rectified. They are also crediting my credit card with the £26 that I was out of pocket and have credited my Expedia account with a £25 voucher.
The downside is that I have to use the voucher before end of December 2009 with travel taken before June 2010. To be honest, I'm not too bothered about that as I had just requested a refund, which is what I got and the voucher was just a lovely gesture I thought.
So, Expedia...thank you! I will be using you again!
:money:
2010 wins
22" LCD TV, Cadbury's Creme Egg Keyring
22" LCD TV, Cadbury's Creme Egg Keyring
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