Expedia — Customer Service/Reservations

Website:

www.expedia.co.in/

Hi Expedia Team, Greetings for the day Note- If you seriously bothered about feedback/Customer satisfaction, then read this till bottom . The reason I am writing this review/feedback late is, it took time for me to get settled from your pathetic/ useless customer service which we experienced . Now, let me retaliate the whole scenario what exactly you and your non sense team has done to our vacation plan. We booked a room on for 1st of Oct (Ref# [protected]- Hope now at least you have this ref no., though I am attaching for your reference) and traveled all the way from Bangalore to Mysore(almost 3 hours journey). At 6 pm IST approx, we thought to confirm with the hotel that, we would be reaching by 8-8:30 (just to give a heads up) but to our dismay, the hotel has no idea about this and then the feature film started : Here you go... Scene 1 We called up ZO rooms, as it was booking for ZO room mysore palce, and they confirmed they have no clue about our bookings and advised us to speak to Expedia so that they could immediately pass on some voucher for confirmation. Scene 2 We called up Expedia and they said they would be sending the voucher to Zo rooms asap ( here your first tag line fails that, we need not to confirm the booking just carry the itinerary and everything else would be taken care). The CSE kept me hold for more than 20 mins and later, when she didn't respond, we had to disconnect the call. Scene 3 We moved thinking now at least the voucher would be forwarded and things would be in shape, but thanks to our 6th sense, after moving little way, we thought to again confirm and we called. Scene 4 CSE picked the call and we narrated, what happened 2nd time and warned him not to keep me on hold for more than 2 mins( and in case he doing then should inform and then continue), but later he did't and again 20 mins on call. Scene 5 We again dropped off and later when we called, we straight away asked for a senior/team lead. we got our Mr. Rakesh and from his voice itself I could make out that, he was not in a mood to help us, infact he was sounding as if he is doing a favor to us. He confirmed me that he will get something done for us. Scene 6 We requested him to give a callback, once the things are sorted out as we were out of patience calling again and again and giving the whole scenario to first POC and then reaching to Rakesh. Scene 7 No call from your senior executive ( I seriously don't understand, when a person just plans for a vacation and gives a call to you guys, you all keeping on bugging him/her till the time he get the reservation done, but where your, that customer service goes, when a person puts a concern, whose reservation is already confirmed). Ultimately, we had to call and he said he is on call with Zo rooms and kept us on hold for almost 15-20 mins again. Later he confirmed that we are getting a new hotel that is Rajmahal inn which is almost 6-7 km far from previous one, having no other option, we had to agree. Scene 8 We reached there and asked reception to check for our bookings and again to our dismay, this hotel has no intimation from either zo or expedia on our reservation and, the story continues ...we called up multiple times almost 2 our on call and later looking us in problem the hotel guy( not sure about his name) came forward to help us. But, point here is our reservation partner, didn't help us a bit. Mr. Rakesh being senior there, not even bothered to get back to us to give a moral support also. At last we got the room at 11 PM IST. So basically, after almost 5 hours of struggle, we got the room and you guys save best travel agency( not sure how and why) Me and my friend would not be ever in dreams also, going to think for EXPEDIA again and would make sure that the awful experience we had, we could get to our friends, colleagues and on social forums as well. I am seriously going to put this instance on all social websites and will make sure everyone should know the reality of your bogus customer service. Few things which you should train your team( you may consider or may not) 1) How to talk to customer..specially your Senior associates(i.e Rakesh to whom we spoke to) . 2) If the call is going to be on hold on more than 2 mins, they should inform customer for the delay. Check out the call logs of mine, I spent almost 4 hours in total calling you. 3) The customer goes for vacation on a good note and when such instances happens, it is pretty natural that he will blast and you being the host/vendor should try to understand what pain he is going through and act appropriately but your senior associate tone was vice-versa( please check the call logs, if you seriously record it). 4) Please remove the starting line- booking via Expedia need not to be confirmed( if I would have followed that, then we would have spent that day on Road) 4) I spoke to almost half of your evening shift folks on that day only among them one guy Rajat made me feel that still there is someone who could help( so three cheers for him). Please revert, in case you have any other queries. The reason, I bothered to take time out from my busy schedule and get this big email is, just to highlight your pathetic customer service and so that, you could work and get something better for your other customers. Regards, Simant