Jacks´ profile

Reviews (1)


Customer service let's this company down

We have been using Expedia for a number of years to book our holidays and the only problem experienced until last year was flights with one stop in USA where not enough time was allowed for retrieving luggage, security etc. Last year we unfortunately had to cancel our holiday to Sarasota, as my mother died. We contacted Expedia immediately and thought they were very helpful and sympathetic. A few days later we received an email advising Expedia had contacted the airline and we would receive our refund within three cycles of our credit card. No mention of the hotel or car hire so we contacted them again. This had been overlooked and it was duly processed and we received a refund for this part of the bill within a few days. In November, while we were in Sarasota having re-booked, we received a refund for the original flights, one quarter of the actual cost after being told we would receive a full refund. We contacted Expedia while in US and after much discussion we were advised the matter was closed as we had received a refund. After speaking to a senior member of staff, we were informed the airline disputed the original claim as there was a name difference, the booking was made in my married name which I have had for 38 years. On our return to UK, we sent a copy of our marraige certificate to Expedia who informed us they had sent it on to Virgin Atlantic. We still haven't received our refund and its almost six months since we cancelled the holiday.

Jacks´ profile

profile image of Jacks
Female, 1953
Birmingham, United Kingdom