Are you going to let EXPEDIA scam your friends or relatives? Alert them before is too late
These are gruesome details of tricks and strategies EXPEDIA used when they tried to scam me (http://www.victimsofexpedia.com/mycase.htm )
1) HOW EXPEDIA FALSELY PROMOTE THEIR SERVICES
In their web page EXPEDIA claims:
“Send us an e-mail. Aside from credit card transactions and some types of exchanges, we can handle most inquiries via e-mail. Send us your question and we’ll get back to you within four hours.”
I had sent several e-mail to this “web-based e- mail” for customer support asking real support since EXPEDIA failed to provide me a ticket they charged in my credit card:
I never get any response from them when they failed to arrange my trip. THIS IS A FORM OF FALSELY PROMOTE THEIR SERVICE
2) HOW EXPEDIA USES AUTOMATIC RESPONSES TO LIE TO CUSTOMERS
When you complain, EXPEDIA use automated response to make you believe they are taking care of you.
LOOK AT THIS:
I had sent the same message twice to EXPEDIA’s web based e-mail address and here are their automated response:
Dear Mr. XXXXX,
Thank you for your reply.
We apologize for the delay in regards to your case. As per your email, I was able to verify that your case is being investigated by the appropriate department; we will be contacting you as soon as a resolution is met. We appreciate your patience regarding this matter.
If you have further questions, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 24817800. You can also visit the Expedia.com “Customer Support” page (http://www.expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com
Joe Expedia.com Customer Support Team
—–Original Message—–
From:
Sent: 3/22/2006 1:20:26 PM
To: travel@customercare.expedia.com
Subject: Where is my refund? - Case ID: [REQ:24817800]
Another example:
Dear Expedia Customer,
Thank you for contacting us about your refund request.
We apologize for the delay in regards to your case. As per your email, I was able to verify that the appropriate department is investigating your case; we will be contacting you as soon as a resolution is met. We appreciate your patience regarding this matter.
If you have further questions regarding this issue, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 21826350. You can also visit the Expedia.com “Customer Support” page (http://www.expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com.
Dorian
Expedia.com Customer Support Team
—–Original Message—–
From: XXXXX
Sent: 3/22/2006 1:24:35 PM
To: travel@customercare.expedia.com
Subject: Expedia Promise questions or comments - Case ID: [REQ:24817927]
After this automated responses I never received any other messages
THIS IS A PROOF THAT EXPEDIA GENERATES AUTOMATED RESPONSE TO MAKE CUSTOMERS BELIEVE THEY ARE TAKING CARE OF YOUR CASE.
3) HOW EXPEDIA CHEATS USING CREDIT CARDS
One of the ticket I bought from expedia was for 1,254.95 U$D + 35 U$D for an insurance of this trip
Ticket price including taxes and fee = 1,229.96, Booking fee = 5.00, Dlivery fee = 19,99, Insurance = 35.00
EXPEDIA charged my credit card for 2 transactions one of 1,229.96 U$D and the other for 59.99 U$D. See the details:
SERVICE
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Description: |
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Tam 9571276932460 Atlanta Ga |
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Transaction Date: |
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09/09/05 |
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Posting Date: |
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09/12/05 |
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Amount: |
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$1,229.96 |
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Reference Number: |
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24717055253582533314406 |
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Expedia*travel 800-367-3476 Nv |
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Transaction Date: |
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09/10/05 |
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Posting Date: |
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09/12/05 |
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Amount: |
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$59.99 |
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Reference Number: |
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24692165253000341304556 |
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This ticket was never delivered in a timely manner. So, I lost my trip and I had no chance to use the insurance associated with this trip.
After a long dispute EXPEDIA reimbursed me 800 U$D and my credit credit card could only reimbursed me 429.96 U$D.
THAT MEANS THAT EXPEDIA STOLE from my credit card 59.99 U$D for a service that was never provided.
Only after a long dispute with my credit card. VISA forced EXPEDIA to reimburse me that 59.99 U$D that EXPEDIA attempted to steal from my credit card.
Lesson : Check how EXPEDIA charge you credit card. EXPEDIA might “mistakenly” keep money.
4) HOW EXPEDIA LIE (Part 1)
My case is regarding two tickets I bought from EXPEDIA (see detail here)
EXPEDIA never delivered one of them in a timely manner, but they advised me to make the first trip because they would take care of the second trip by contacting KLM (ROYAL DUTCH AIRLINES) in Europe in order to make possible my second trip. However, when I arrived to Europe, KLM was never contacted. I immediately sent an e-mail to EXPEDIA but they never answered my e-mail. I talk by phone but they couldn’t fix the problem. So, I was abandoned by EXPEDIA in Europe.
Below are partial transcripts of late e-mail from expedia and KLM showing how EXPEDIA lies to customers.
“An e-mail was received from you on October 4 requesting information to be sent to KLM. Our agent released the record to KLM and sent an e-mail confirming this information.”
This was the e-mail EXPEDIA claim they sent to me:
| Dear XXXXXX,
I have released the information over to the airline. If you contact them now, they should have all they need to issue you another ticket.
If you have further questions, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 21791114. You can also visit the Expedia.com “Customer Support” page for more customer service information.
Thank you for choosing Expedia.com.
Melonie
Expedia.com Customer Support Team |
HOWEVER, I NEVER RECEIVED THIS E-MAIL. MOREOVER, WHEN I CONTACTED KLM (The airline) one of their agents sent me this E-MAIL:
| Dear Mr. XXXXX,
We thank you for your emails regarding your journey with KLM and we apologize for any inconvenience caused.
First we would like to apologize for the late replay due to the wait of the historical search regarding your case.We can inform you that on the 3rd of October 2005 KLM contacted your travel agent (EXPEDIA) (to insert all applicable information to your booking number to be able to issue a new ticket. KLM also adviced that a fee of EUR 65.00 would be charged. According to our historical search we can not see any response back from your travel agent (“EXPEDIA”). We advice you to take your claim to your travel agent (“EXPEDIA”) and they are welcome to contact us. We sincerely hope that your experiences will not deter you from flying with our company in the future.
Yours sincerely,
KLM ROYAL DUTCH AIRLINES
(KLM agent)
Customer Care
North Europe |
This is a proof that EXPEDIA did not gave the information to KLM, in other word they charged my credit card for a trip that I never had a chance to take.
Until now (June-2007), EXPEDIA does not want to accept their responsibility.
My credit card reimbursed me part me part of the money, but EXPEDIA still took part in a fraudulent way. Later on (6-7 month), I could recover the full amount of that ticket.
5) HOW EXPEDIA LIE (Part 2)
Here are some letters you can use as models if you want to lie to a customer that is complaining about something that your company was never delivered to him/her or about poor customer support or if she/he is asking for some information. They are real letters EXPEDIA sent to me. They are pretty neat, well written and the customer will believe that you are a honest company with a great customer support team. Of course they only work for a while but it will give you time to steal money or attempt to steal money for several months. You can replace anything highlighted in yellow for you convenience. Sentences highlighted in pink makes the letters really believable.
November 8, 2005
Re: case number 21826350
Dear Mr.XXXXX,
Your case has been forwarded to me for further research I understand that there were some issues with regards to the delivery of your paper tickets. I am researching all the documentation and the fax that was sent to my department. I will contact you directly after completing my investigation. If you have any further questions or comments, please feel free to reply to this e-mail.
Sincerely,
zzzzzzzzzz
Sr. Research Specialist
Customer Advisory Department
Expedia, Inc.
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Comment: after this letter you can ignore the customer for several weeks then you can write others like this:
Date: Apr 19, 2006 5:59 PM
Dear Expedia Customer (You can even ignore the name of the customer),
Thank you for contacting us about your concern.
Your case has been worked by the appropriate department and they will respond to you as soon as possible.
If you have further questions regarding this issue, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 21826350. You can also visit the Expedia.com “Customer Support” page (http://www.expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com.
Jyla (the name you put here does not matter, the customer will never be able to contact Jyla again)
Expedia.com Customer Support Team
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Date: Apr 20, 2006 2:49 AM
Dear Expedia.com Customer,
Thank you for contacting Expedia.com with feedback on your recent experience using our services.
Your comments are important to us, and we regret that your experience using Expedia.com was not to your
satisfaction. Please be assured that the entire team at Expedia.com is dedicated to not only providing the most efficient, user friendly, and accurate travel application, but also to the highest standards of support for
our members.
If you have further questions, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID: 25408694. You can also visit the Expedia.com “Customer Support” page (<http://www.expedia.com/daily/service/default.asp>) for more customer service information.
Thank you for choosing Expedia.com.
Patricia (the name you put here does not matter, the customer will never be able to contact Patricia again)
Expedia.com Customer Support Team
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Date: Apr 24, 2006 12:19 PM (please note the date five months later and the customer is still complaining )
Dear Mr. XXXXX,
Thank you for contacting Expedia.com regarding your request.
We have forwarded your concerns to the appropriate department and will respond to you as soon as possible.
If you have further questions, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 21826350. You can also visit the Expedia.com “Customer Support” page (http://www.expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com.
Alcina (or choose another friendly first name, the customer will not know anyway)
Expedia.com Customer Support Team
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Date: Apr 28, 2006 6:13 AM (please note the date is now almost six months later and the customer is still complaining )
Dear Expedia (you can put your company name here) Customer,
Thank you for contacting us about your request.
As previously advised to you, this case is being handled by the appropriate department and will respond to you as soon as possible. Again, we apologize for the any inconvenience you have experienced and we appreciate your patience regarding this matter.
If you have further questions regarding this issue, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 25577274. You can also visit the Expedia.com “Customer Support” page (<http://www.expedia.com/daily/service/default.asp>) for more customer service information.
Thank you for choosing Expedia.com.
Wendy (as usual choose another friendly first name, the customer will not know anyway)
Expedia.com Customer Support Team
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Use small variation of this letters:
Date: Apr 19, 2006 6:21 PM
Dear Expedia Customer,
Thank you for contacting us about your flight tickets.
We apologize for any inconvenience this may have caused you.
We have checked on the documentations of your record and verified that your concern has been escalated to the appropriate department for review.
You will be updated with the details either via email or through a phone call. Expedia Customer Support is available 24 hours a day, seven days a week at 1-800-EXPEDIA (1-800-397-3342) or 1-404-728-8787. Kindly have your itinerary number 114034295485 and Case ID 21826350 ready when you call us.
If you have further questions regarding this issue, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference Case ID 25403497. You can also visit the Expedia.com “Customer Support” page (http://www.expedia.com/daily/service/default.asp) for more Customer Service information.
Thank you for choosing Expedia.com.
Cindy
Expedia.com Customer Support Team
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Date: Apr 20, 2006 5:11 AM
Dear Expedia Customer,
Thank you for contacting us about your concern.
Your case is already being worked by the appropriate department and they will respond to you as soon as possible. We have been able to verify that this matter is being researched by a member of our Customer Advisory Department. (I highlighted this part because it will really make the customer believe that this particular agent look at your case)
If you have further questions regarding this issue, feel free to reply to this e-mail or contact Expedia customer services at 1-800-397-3342 and reference case ID 21826350. You can also visit the Expedia.com “Customer Support” page (http://www.expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com.
———————————————————————————————————————————Date: Jul 19, 2006 10:34 AM
Dear XXXXX
Thank you for contacting Expedia.com
I wish to apologize for the fact that you have not been contacted. I have once again forwarded your request to the appropriate department and have earmarked it with high priority, within 72 hours you should have a response.
If you have further questions regarding this concern, feel free to reply to this e-mail or contact Expedia.com customer services at 1-800-397-3342 and reference case ID 26607842. You can also visit the Expedia.com “Customer Support” page (http://www.Expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com.
Melody
Of course, after all this letters your company can simply ignore the customer and keep all the money you can take from him/her and NEVER, NEVER, NEVER reimburse a penny as compensation
This case proves EXPEDIA tried to scam me.
