The customer is always wrong

Update 1: I submitted my tale of woe to the venerable Elliot. He’s going to contact Expedia. We’ll see what happens.

CHANGE-100.00 USD BEFORE/AFTER DEPART SEE TEXT RULE

CHANGES ANY TIME CHARGE USD 100.00 FOR REISSUE/REVALIDATION. CHANGES ARE PERMITTED PRIOR TO THE TICKETED DEPARTURE TIME OF EACH FLIGHT.

Pulled from the ‘Rules and Restrictions’ portion of my ticket. Emphasis is mine.

I purchased my British Airways ticket on Expedia in late summer. All fine, decent fare, reasonable terms, yadda yadda. I always buy a ticket that permits changes, my bicontinental lifestyle requires it. Fast forward to last week, when I accepted a two month contract at Sony in Salzburg and attempted to change my ticket.

  1. I take my intinerary to the travel agent. The agent calls British. British says they won’t do business with an agent as it’s an individual purchase.
  2. I call British. British tells me my ticket can not be changed. I quote them the terms you see above and they disagree with my interpretation of the text. They tell me changes are not permitted after my outbound flight. They tell me I may apply for a waiver by faxing the above terms to British. I ask them if they are kidding me. Faxing? What? I ask for a supervisor.
  3. The supervisor tells me I must settle the deal with Expedia and that the ticket as seen by British is not changeable. They say Expedia must pay for any changes.
  4. I call Expedia. The agent says, “Sure, I can go ahead and make that change,” but is then unable to do so. I ask if she sees anything that tells me I can not make the change and then, she says no, but British must make the change because travel has already started. She connects me with British and leaves me there. Lather, rinse, repeat.
  5. I call Expedia. The agent says, “Sure, I can go ahead and make that change,” but is then unable to do so. She does some further research and says that my ticket has “two fare rules and that they are required to apply the most restrictive rule.” I ask, rather politely, I think, where that information is available to me and she concedes that it is not. I ask for a supervisor.
  6. The supervisor tells me, repeatedly, that the terms of the ticket are clear and that changes are not permitted after my initial outbound flight. I ask, repeatedly, where where that information is available to me and she concedes that it is not. She finally says she can contact British to apply for a waiver.
  7. I call Expedia. The agent reviews my case but says that the British has not yet been contacted and asks me to hold. I refuse. The agent, who is actually trying to be helpful, agrees to contact British and request the waiver and tells me to call back.
  8. I call Expedia. The agent says “Sure, I can go ahead and help you with that. Changes are 75 dollars.” (What? Huh?) I explain, again. The agent, who is actually trying to be helpful, reviews my case and sees that the request has been made, but has been denied by British. The agent has a suggestion for me, however. She says that the flight schedule has been changed and it’s my right as a passenger to refuse that change and ask for a different flight. She suggests I try that route with British. She then offers me a 75 dollar credit on my Expedia account. I say, rather politely, that is insufficient to cover my expenses and time, and if British refuses again, I will incur additional hassle and expense. I say that Expedia is responsible for all this hassle and that I want them to resolve the issue. The agent concedes that it’s a drag, but says that if she contacts British, they will resist because “they know she knows the rules.” She says it’s really best for me to do it and insist upon my rights as a passenger. The change which allows me this loophole? A delay in an outbound departure.
  9. I call British. British tells me that, yup, I’m correct about the rule, but the schedule change has to be a two hour minimum. My flight change? 20 minutes. (Still, good to know. Fliers, keep that in your pocket should you ever need it.)
  10. I call Expedia. Luckily, I get the same agent again. She asks me what I want her to do. I tell her that Expedia needs to either compensate me for the half of the ticket that I can not use or provide me with a new flight. She connects me with a supervisor.
  11. The supervisor says that because I was informed that the ticket was not changeable, there is nothing she can do and she offers me a 100 dollar voucher. I tell her that actually, I was informed that the ticket was changeable by several Expedia agents, who happened to also be wrong. The conversation devolves, I kid you not, in to a “no you didn’t” – “yes you did” sort of thing. I suggest she review the tapes of the conversation, but she insists that I was never told that the ticket was changeable.I ask to speak with her supervisor. She puts me on hold after stonewalling me about how her supervisor will tell me the same thing. Worn out for now, I hang up.

I do actually undertand that I’m in the wrong about the terms of my ticket. But so were several Expedia agents, so it’s not really surprising that I didn’t get it riight. The terms as stated are not clear – it does not say anywhere that changes are not permitted after travel has commenced. Are the terms intentionally obfuscated? I can’t help but wonder.

Do you know anyone at Expedia? I’d like to, um, get in touch with them.

6 thoughts on “The customer is always wrong”

  1. Yes. Yes they are. Rules, it seems to me, are ALWAYS intentionally obfuscated. I would imagine that if you were to try and haul Expedia into small claims court, they would maybe cough up. Sure it’s more of your time, but it’s a wee $20 filing fee…

    Reply
  2. Thanks for the warning. I had always assume that “prior” meant “prior” and “each” meant “each”. I guess it all hangs on the meaning of “are”?

    Reply
  3. Sorry about the hassles and that you are ill. Gesundheit! The most annoying thing to me about your tale of woe is that the agent at BA is perfectly capable of making the adjustment without incurring a cost.

    Reply
  4. Thanks for the sympathy, comrades. God knows, I loved Bill Clinton as president (moment of silence) but there’s something Clintonian about the denial here. And I really was breathing fire when the “supervisor” said “No one ever told you you could change that ticket.” Because they did. Three times, I believe, though I’ll concede the third one because unlike some, I’m willing to admit that mistakes may have been made.

    I sent some email to Expedia and received two autoreplies suggesting that if I needed more assistance, I should call. As if. The last email I sent used strong enough language – no profanity, though – to warrant a more human, though still unsatisfactory response.

    Court, maybe. We’ll see. I’m not above writing to every single member of the board of directors of Expedia until I get satisfaction. Hell hath no fury like a woman with a high speed internet connection scorned. Once I got a letter from Bernard Ebbers’ personal assistant along with a decent block of credit with MCI – I believe Mr. Ebbers is now serving jail time. Coincidence? You decide.

    Reply
  5. Hah, I feel for you. If only I had a woman with a fast internet connection to help me out in my gripes. All I’m about to get is a web customer feedback form. Somehow, that doesn’t quite do it.

    Reply
  6. Good friggin’ grief. Good info to know…sorry it had to be at your expense. I use Expedia and did have a bit of a goofy go-round with them the last time I think… I just don’t see (reading that text from your itinerary) how they think they have a leg to stand on. Bizarre.

    Reply

Leave a Comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.