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April 29, 2006 12:03 AM
Broken: Expedia customer service
James Callan writes:
My wife and I wanted to travel to Chicago from Seattle with our new daughter. I visited Expedia, picked the dates I wanted, chose Alaska as the carrier I wanted to use, and then selected my departure flight, Alaska flight 28.
After I selected my departure flight, I selected my return flight, Alaska flight 23.
After I picked my return flight, Alaska 23, this screen showed up: "Flights Cannot Be Ticketed Together."
I didn't understand why the flights I selected couldn't be ticketed together. The two flights I selected were operated by the same airline. Both were Alaska Airlines flights, which I even confirmed on Alaskaair.com.
So, I called Expedia's customer service line.
Second thing broken: I ended spending half an hour on the phone.
Third thing broken: when the agent offered to sell me these tickets, I was told "the price just changed," the tickets were now $50 more than they were on Expedia's website. When I asked to talk to a supervisor, he said the same thing. He also mentioned, (in passing), that the reason for the "Flights Cannot be Ticketed Together" error message was because we were trying to buy a seat for my infant daughter, along with our tickets.
Does "Flights Cannot be Ticketed Together" give any clue that the infant ticket is preventing us from buying our tickets together?
Does the error message urge you to call customer service?
Expedia's customer service agent basically said I could buy tickets from them or from someone else. They also said they couldn't sell me tickets for the price on the website because "the price is not confirmed until you purchase the tickets."
I asked the supervisor, "What about the fact that Expedia's own website wouldn't sell me the tickets?" The supervisor's response to my question was, "Not my problem."
My opinion of Expedia during this experience went from highly favorable to probably never doing business with them again.
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