“I called them and told them to cancel everything”

Jim Stewart’s trip was a disaster before he even left for the airport. When he tried to reserve a package vacation through Expedia, the price mysteriously went up. He made another reservation, tried to cancel it, rebooked another one and — you guessed it — ended up with two reservations for the same trip.

He explains,

I booked a flight, hotel and auto with Expedia for $872. Three days later they informed me the “new” price was $1,091. I called them and told them to cancel everything.

I then booked flights, etc., on my own for the exact dates that Expedia had originally booked. They went ahead and billed us for the $872 [for the first trip]. When we called them, they said I did not cancel the original flight.

I’ve talked to at least four different people who seemed trained in talking in circles. I finally wrote the general counsel on Aug. 3 and again on Aug. 17, but haven’t heard anything.

There’s so much to learn from this case, it’s hard to know where to begin.
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