Expedia Uses The F Word In Response To Unhappy Customer

Photo: Vimeo

We all know that online travel agencies receive low scores for service and produce a trail of unhappy customers. But it seems Expedia reached a new low, according to a report by CBS-TV in Los Angeles.

While retail travel professionals like you bend over backwards to make your clients’ dreams come true, make changes to their trips, and look out for them when things go wrong, the OTA showed teacher Cara Viramontes it’s more than a machine by sending her a personal note when she logged in to check on a trip, Unfortunately, the message began with, “F*** you.” In bold type.

Viramontes told CBS that the response came after she complained she had been wrongly charged for travel insurance for her eight-month-old son, who was going to sit on her lap for a planned flight. She said that the Expedia rep with whom she spoke refused to let her speak to a supervisor, so she filled in a customer survey detailing her interaction with the unhelpful CSR.

Two days later she received an e-mail that her entire trip had been cancelled, and when she checked the website, she saw the expletive. She contacted CBS after Expedia did not respond, even though she sent them a screenshot. In fact, before CBS intervened, Expedia demanded a $200 fee to book new flights.