Problems with Expedia.

ejrich

In 2019 we flew to Siem Reap having booked a package with Expedia. The flights were with China Southern Airlines via Amsterdam and Ghuangzhou. The London Amsterdam leg was with KLM on behalf of CSA. The first leg was delayed and we missed the connection. We were re-booked onto the next available flight, 24 hours later. We contacted Expedia at the time to check the hotel booking. When we went to the airport for our return flights, we were told they had been cancelled as we had not taken the outward flights. We contacted Expedia, expecting some assistance and got none. I arranged and paid for a hotel for that night. Several phone calls and hours later, we asked for the flights to be re-booked, as we needed to get home, which we had to pay for.
On our return, I complained to CSA, KLM and Expedia. CSA say it is the fault of KLM. KLM say it is the fault of CSA. Expedia initially said they were not responsible for changes to flight schedules, then that they are not a travel agency, and are now not responding to any emails I send them. KLM have paid us E600 each for the delayed flights, but not for any other expenses we needed to make as a result of the delay.
I really don't know where to go next. Any help would be appreciated.

jpsartre

Did you not contact the hotel at any point?

Voyager2002

jpsartre said:

Did you not contact the hotel at any point?

This (totally irrelevant) response shows the importance of asking questions clearly.

Voyager2002

ejrich said:

In 2019 we flew to Siem Reap having booked a package with Expedia. The flights were with China Southern Airlines via Amsterdam and Ghuangzhou. The London Amsterdam leg was with KLM on behalf of CSA. The first leg was delayed and we missed the connection. We were re-booked onto the next available flight, 24 hours later. We contacted Expedia at the time to check the hotel booking. When we went to the airport for our return flights, we were told they had been cancelled as we had not taken the outward flights. We contacted Expedia, expecting some assistance and got none. I arranged and paid for a hotel for that night. Several phone calls and hours later, we asked for the flights to be re-booked, as we needed to get home, which we had to pay for.
SNIP

Who issued your air tickets, KLM or China Southern?
And the flights home on your original ticket: was the carrier from Siem Reap China Southern, KLM or some other airline?

As I understand your rather complicated question: you missed the flights you had booked between Amsterdam and Siem Reap because the first leg of your journey was delayed. China Southern put you on their next available departure to your destination, but failed to amend the notes to your booking in their system to say what had happened. This meant that you were recorded as a 'no show' for your original flight from Amsterdam and so the return part of your ticket was cancelled, as is normal procedure.

This was clearly an error that China Southern made. Evidently they misunderstood you when you first contacted them after your return, perhaps because you used the word "compensation". The original delay was the fault of KLM for which you eventually received compensation, but this is irrelevant to the mistake that China Southern made with their record-keeping, meaning that you were wrongly denied boarding for your flight home.

I suggest that you contact China Southern and make it very clear what the issue is, and ask them to put matters right.