Billion Dollar Corp that looks for cheapest Customer Service Call-Centers
The following is a letter I sent after my experience, and never received a response from them.
Dear Mrs/Mr,
I had purchased a hotel reservation from expedia.ca as a christmas present for my girlfriend hoping our experience would be flawless and wonderful. Unfortunately, we realized on January 2nd that the date we had made reservations for was inconvenient for the both of us so we called expedia (english) and changed our 2-night reservation check in date from 19/01/12 to 02/02/12. This took me one hour!
The agent must have made a mistake because he changed the reservation date to 02/01/12 instead!!!
I called expedia to fix this mistake yesterday and spoke to an agent whom was completely incomprehensible! I know that you guys outsource your call centres but please have some consideration for your costumers.
I called expedia back shortly, this time entering through your french call centre to see if I could better communicate in french. I was on the phone for one hour waiting for Mahmoud (#2837) so that he could verify the mistake and help me. Why did it take so long to verify the mistake? Shouldn't it be clear enough, considering the call for a reservation-date-change was made on the day of the call (i called on Jan 2nd and the change was made for Jan 2nd)! How is it even possible?
After Mahmoud admit they had made the mistake, he asked me to call back this morning to verify if I would get my money back, or if they will be able to reschedule my reservation.
Frankly I want nothing to do with you company anymore, I feel that I deserve much more than this. I have been a great customer for you guys, purchasing several hotel reservations and flights over the years for both myself, family and friends and expect to not do so anymore!
Bad news has a tendency to spread much faster than good and I do not intend to let this go lightly.
.... I still haven't received my money
Date of experience: January 24, 2012
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