expedia.com / Expedia, Inc.

expedia.com / Expedia, Inc.

www.expedia.com Expedia, Inc.

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Bellevue, WA 98005 I reserved airline tickets through Expedia.com using my Visa credit card, on June 13, 2005 for a round trip from St. Louis, MO to Atlanta, GA. The trip (Expedia.com itinerary number: 113195895944) was scheduled for June 23, 2005 to return on June 24, 2005 and the total cost was $470.41. After that time, some personal events required a change in plans so I called Expedia to cancel my trip. My phone call was on June 16, 2005. The operator went through the cancellation process with me. The operator gave me the details about the cancellation, including the fact that I now had a credit that I would have to use within a year and that there would be $130.00 in fees. When she explained the fees associated with the change, I inquired about the possibility of waiving the fees. She said I would need to call American Airlines directly to negotiate fees.

She gave me a confirmation code at the end of our call to give to American if I decided to call. I called Expedia.com again on June 27, 2005 to inquire about how to apply my credit to a new trip and to get the phone number for American Airlines to finally negotiate the fees associated with the change. At that point, the representative for Expedia informed me that the ticket had never been cancelled and that the status was now listed as a "no show." I explained the situation and eventually asked to speak with a supervisor. The supervisor claimed that when I asked about negotiating fees that the operator ASSUMED I was going to complete any cancellations with American Airlines. I told her that the operator had already told me about my credit and given me a confirmation code. In the end, the supervisor only referred me to American Airlines explaining that they were the only ones who would be able to reinstate any credit for the ticket at this point and that I would have to use the extenuating circumstances to even have a chance at salvaging any kind of credit.

When I contacted American Airlines, they said that Expedia is the only one who can refund the money since they are the ones who received payment. Nonetheless, I did send American Airlines an email to their refunds department, but have not heard back. Expedia is at fault for not cancelling the ticket when I made the request. Any assumptions made by the operator were not expressed and it was never communicated to me in any way overtly or implicitly that the ticket had not been cancelled. The operator did not at any point even imply that it was essential that I call American Airlines to complete the cancellation - - or I most certainly would have! I am a single mom who works full-time; this trip was very much expensive for me. I had every motivation to ensure that it had been cancelled. If I even had been given the slightest reason to think that it had not been cancelled I would have called anyone to complete it. Expedia is at fault. The operator did not complete the request for cancellation, therefore Expedia needs to provide a voucher or some other means of credit for my ticket. I request precisely what I would have had if the operator would have completed the cancellation at the time I made that request (June 16, 2005), which would have been a voucher or some kind of credit for the $470.41 (in addition to any applicable fees for the change).

Jennifer Click this link to e-mail the message author: Email User