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“I was flabbergasted, but they said there was nothing they can do”

July 15, 2009

errorWhen it comes to online booking horror stories, Lisa O’Brien deserves an award. The online agency and airline that tried to help her does not.

O’Brien recently bought a trip for her family from San Francisco to San Jose Del Cabo through Expedia. Her elderly parents in New York wanted to join her in Mexico to celebrate their 50th wedding anniversary, so she suggested that her father book his trip on Expedia, too.

And that’s when the trouble started.

Three days later, my dad phoned to say that it didn’t look like his trip was confirmed, so he asked me to check on his itinerary. I looked it up and it did not appear to be confirmed. I called Expedia and they suggested my parents call their credit card company to see if their account had been charged. If it not, we would need to re-enter the credit card information. My parents called their credit card company and were told that a charge had not posted.

But a few days later, US Airways charged her parents’ account again, essentially buying two more non-refundable tickets for the couple.

I contacted Expedia thinking it was a simple mistake and after spending no less than three hours on the phone with their customer service rep, was advised that US Airways was unwilling to remove the additional booking. As it stands now, my 80-year-old parents, who are living on a fixed income, are being asked to pay both charges. I explained to the Expedia rep that they had advised me to re-enter the credit card number. I was flabbergasted, but they said there was nothing they can do.

Not quite. I contacted Expedia, and it investigated O’Brien’s case. A representative contacted me with the following results:

The Expedia customer service team researched this issue, and it appears that Ms. O’Brien mistakenly provided Expedia with an incorrect itinerary number when she first called to confirm her parents’ reservation. Therefore, the customer service representative advised Ms. O’Brien to re-purchase the trip resulting in a duplicate booking.

Expedia customer service has worked with US Airways on Ms. O’Brien’s behalf, and has confirmed that US Airways has issued the requested refund and the case has been resolved.

That’s good news. So I looped back with O’Brien to see what happened, and whether she was happy with the outcome.

I only wish it were as easy at that.

Just an FYI… neither U.S. Airways or Expedia would budge on removing the inadvertent double booking until I contacted the U.S. Department of Transportation and an attorney took up my cause. Within three hours of my speaking with an attorney at the D.O.T., the U.S. Airways liaison to the Department of Transportation was calling, as was a Tier 3 Customer Service Rep at Expedia. I got lucky in that the U.S. Department of Transportation was willing to take them on.

Expedia was difficult to deal with throughout the process, U.S. Airways slightly more pleasant. They canceled the less expensive set of tickets and I think my parents are stuck paying a $50 change fee, but it sure beats them having to pay for a duplicate set of tickets!

I’ve learned a valuable lesson: either use an actual travel agent or book directly with the airline.

Yes, a travel agent could have easily prevented this from happening. When you’re dealing with a user who isn’t used to booking online, like your 80-year-old parents, a travel counselor is a good bet. And for future reference, I list contacts for the Department of Transportation on my site. Contacting the government is another great way to ensure your case gets priority treatment.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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15 comments

  • http://EndlessRentals david

    I do not agree with the conclusion of this consumer, condemning all online travel website because of the actions of one is short sighted. Online Travel Companies can offer great deals.

  • Robert Davis

    Again, why does anyone not book directly with the airline? Is the discount that big?

  • Dave

    I’ve heard this sort of horror story way too many times. The moral: Never use Expedia, never use Travelocity. Use Kayak (&/or search Southwest), then book directly with the airline.

  • http://www.ffocus.org Bruce InCharlotte

    It went downhill with “it appears that Ms. O’Brien mistakenly provided Expedia with an incorrect itinerary number when she first called to confirm her parents’ reservation”. If she had not made this (honest) mistake, much of the trouble could have been avoided.

    Sadly, Expedia and US Airways should not have needed to be threatened by a DOT attorney for them to do the right thing. That’s plain wrong.

  • Linda

    It would never occur to me to get the Department of Transportation involved with a dispute like this. Is that really the best use of the government’s time and money?

  • Judy

    I read this story and was shocked really, because I use Expedia all the time for years now and never had a problem with them ever. Sorry that this elderly couple had to go through this, but if the daughter did give the wrong booking number then it would be her fault, also sometimes it takes a few days to see charges on your credit card account. Glad to see that things turned out ok.

  • http://www.alaskatravelgram.com Scott McMurren

    I was in a similar situation–having to book my wife and son on different itineraries and different dates to oddball airports….hooking up in Pigeon Creek, Alabama.

    After a couple of hours….WORK got in the way. I called my travel agent. She helped me redeem the miles on TWO separate frequent flyer accounts, arrange for adjacent seats and cross-referenced the itineraries so the carriers would know they were traveling together. FF numbers. Done. Car rentals. Done. Peace of mind=$38 fee. Forget Kayak–I hate that site. And Expedia and Travelocity are fine travel merchants, although I’ve had unsolvable problems with both.

    The assistance of the live travel agent has saved my bacon time and time again. I know it’s regarded as “old school”, but I’m impressed at how quickly they solve problems that I did not even know existed.

  • Bill

    i find this whole episode troubling.

    You know, I just finished reading an article how the travel industry needs people to “come back” and start travelling again- how they are giving out perks and the like.

    Here’s a piece of advice for them (particularly airlines) – stop being such absolute jerks about fixing mistakes such as double bookings, name changes when it is spelled incorrectly and the like.

    They’ve all been using computerized systems for decades, so the old story about how this or that “can’t” be changed is far from believable.

    What did Expedia and US Airways expect could be gained by having a couple pay for two tickets on the same flight? Since they don’t allow name changes, it is obvious that one set of tickets simply could not be used.

    Although it was regrettable that the itinerary number given was wrong, they could have searched the flight and names.

    I’m glad the DOT lawyer got US Airways and Expedia to straighten it out. They should have also made them pay for everyone’s time that they wasted in being so foolishly stubborn.

    A story like this creates a lot of negative publicity for the travel industry in general and US Air/ Expedia in particular. They should know better. Most people have a good sense of right and wrong, these companies should too.

  • acproductions

    @Robert Davis
    It is always worth checking the various 3rd-party sites, and then the airlines’ and car sites, because sometimes you DO get a large discount from a 3rd-party site. I especially find that true with booking cars through Travelocity (plus the price is guaranteed), although I do cross-check. I’m one of the lucky ones – have never had a problem with either Travelocity or Expedia, despite lots of traveling for pleasure each year. For a complicated itinierary, I would definitely talk w/ a travel agent, but for the run-of-the-mill R/T flight, car and maybe hotel, or a quick vacation package, no problem with a 3rd-party site. What I caution the most care with re a 3rd-party site is a tightly time-budgeted flight, as it is easier to talk directly with an airline if there is a change of flight that you’re not willing to accept, and that tends to works better if you have booked directly through the airlines’ website.

  • Frank Wergin

    Book Expedia at your own risk. I booked and paid for a hotel in Durban So. Africa. I received a confirmation/voucher from Expedia which looked “odd”.

    The confirmation said “roomnotconfirmed”. I called expedia and was informed that I indeed had a confirmed/prepaid room. I followed up with the hotel by fax and was informed that I was waitlisted for a room. When I called expedia, I was told (after arguing with the agent) that I would be refunded less a charge of $14.00 and would not budge on that charge.
    I consider myself lucky to get out of this with only a $14.00 charge. BOOK EXPEDIA AT YOUR OWN RISK – I sure won’t use them again.

  • Joel Wechsler

    While I sympathize with Ms. O’Brien, as a travel agent I love stories like this,as they underscore the value of our services. I do agree, however, with Mr. Davis when he says that a run-of-the-mill R/T flight does not need the help of an agent unless there are multiple options that would require a traveler to go to many different sites.

  • ed

    If you’re just going to be flying as a single or couple to a simple location, then yeah, one of the online travel services are just fine…I use Orbitz since they are affiliated with the timeshare organization I use most…
    But the more complicated your itinerary gets, the more you should consider using an agent. This is what I did about a year ago when my wife and I invited my family to join us on a two island, two week vacation to Hawaii. My parents were departing from one location in the united states and my wife, me and my sister from a different location…we were to all arrive at around the same time in Oahu on different airplanes. A feat unto it’s self! Then the hotels were booked and inter-island flights were also booked and we all left from seperate islands…Oh, and my wife and I had our airfare paid for through frequent flyer miles…that that made things even more complicated! This mess went flawlessly! and made for a wonderful Hawaiian family vacation…Oh, and our agent had a bottle of champagne waiting for us in our room with chocolates because it was my anniversary! that’s service!
    Sometimes, agents are your best bet!
    Ed

  • Jason

    I think most people are missing one gigantic clue.

    If Ms. O. had given the agent the wrong reservation number how would the agent know that the charge didn’t clear?

    Did the agent ask Ms. O. to repeat the number when she couldn’t find the parents booking?

    How did Expedia know she gave the wrong booking number? Did they comment Ms. O’s booking that said she gave the wrong number?

    Too many questions for me. I think Expedia was 100% wrong and was looking for ANY dopey excuse to get out of it.

  • http://www.cockam.com ajaynejr

    It never occurred to me that I could have the U.S. Dept. of Transportation help me out but now I know of such a valuable resource.

    If businesses are not going to do the right thing because they think they can get away with it then it is fully worthwhile to have the government use its resources to help the consumer.

  • patathomas

    I’m amazed that everyone just automaticall believes that Ms. O’Brien mistakenly provided Expedia with an incorrect itinerary number. More likely, the representative wrote down or keyed in the wrong number, but blaming the victim is more Expedia-nt than taking responsibility for the mistake.

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