I’ve been traveling way too much lately and I often use
Expedia for my airline reservations. After my experience with them this week I’m abandoning them and
switching to Orbitz. Why?…
I made reservations for one flight and subsequently had to
make a change to the return flight. I
knew there would be a penalty and was totally fine having to pay it. Once I made this change, Expedia showed my
final total was $542.60, or $286 more than the original fare. They also made it clear that my credit card
would be charged $542.60, nothing more, nothing less. Sounds right to me…then my AMEX bill shows up. Now there’s an additional $105 for the
trip, with no explanation. I
re-checked my itinerary on Expedia and it still shows $542.60 with no indication
whatsoever of any further charges pending.
I called them about it and was told “it’s our policy to add
on the $105 fee and it doesn’t show up on your receipt” Huh?! Rather than saying “oops, we forgot to put that $105 fee on your
receipt, we apologize and will get it corrected today”, here’s what I got:
I will report this to our billing department and they’ll
send you an e-mail with the details of the charges within 72 hours.
72 hours?! Can’t
a business built around online reservations manage to send me a detailed
summary e-mail that same day?
Wow. That was an
eye-opener. Again, I have no
problem paying whatever fees are involved in the switch, but it’s sloppy
bookkeeping and receipt generation on Expedia’s part to hide this sort of thing
till the credit card statement arrives.
Orbitz, here I come!