Tuesday, September 04, 2007

Expedia Booked All The Hotels I Browsed [SECURITY]

I was recently passing through Lawrence, Kansas, on a road trip and needed overnight accomodation. After browsing Expedia for various hotels, I booked 1 and only received confirmation for one hotel. I proceeded with the booking only to find out that Expedia had booked all the hotels I had browsed, without every informing me. Full Story here.

Customer Service Sucks

Here is an email audit trail from Expedia, they just don't bother responding anymore:


IS ANYONE GOING TO GET BACK TO ME?????????


- Hide quoted text -

On 9/2/07, Gene> wrote:
IS ANYONE GOING TO GET BACK TO ME?????????

http://digg.com/tech_news/Expedia_error_in_booking_system_sends_your_credit_card_details_to_all



http://thinkjones.blogspot.com/2007/09/expedia-sends-credit-card-details-to.html

Gene




On 8/30/07, Gene  > wrote:
IS ANYONE GOING TO GET BACK TO ME?????????

  • The hotel have got back in contact with me and are refusing to refund the credit card transaction.
  • Please rectify this situation! I use Expedia a lot and do not want to have to swith my business to another travel provider.
  • Can someone get in contact with me using a less generic email address so I have one point of contact in rectifying this situation.
  • If this is not resoved by the end of this week I will be contacting the BBC's Watchdog program, and posting my story to www.digg.com.




On 8/29/07, Gene  > wrote:
Hi,


Can someone get back to me on this?


I asked for an update 7 days ago.


Regards
Gene



On 8/23/07, Gene > wrote:
Hi,


Can someone get back to me by the end of Friday on this please.


Regards
Dr Gene 



On 8/22/07, Gene > wrote:
Alannah,


  • The hotel have got back in contact with me and are refusing to refund the credit card transaction.
  • Please rectify this situation! I use Expedia a lot and do not want to have to swith my business to another travel provider.
  • Can someone get in contact with me using a less generic email address so I have one point of contact in rectifying this situation.
  • If this is not resoved by the end of this week I will be contacting the BBC's Watchdog program, and posting my story to www.digg.com.


Thanks
Dr Gene




On 8/20/07, Gene > wrote:
Alannah,


Please can you give me an update on this transaction, the item has still not been refunded!


Thanks
Gene



On 8/16/07, Gene > wrote:
Alannah,


Thanks for the reply.


I presume this is an admittance of a mistake on Expedia's part, given that my credit card details were supplied to the hotel in the first place, without ever a booking being made. It is quite worrying that I can view various hotels online, and when I come to choose the hotel I want, my credit card, if this mistake happens again, would be charged for the all the hotels I had been viewing. It was only through my vigilance that this mistake was spotted.


As an active member of one of the largest user submitted news websites in the USA (www.digg.com), what can Expedia do to show that this mistake will not happen again; and to compensate me for the time I have wasted chasing this matter up.


Thanks
Gene




On 8/16/07, travel@support.expedia.co.uk < travel@support.expedia.co.uk> wrote:
Dear Ms 


Thank you for contacting Expedia.co.uk with a copy of your statement.


We have contacted the hotel in regards to your query.


We have requested a refund for the amount deducted on your statement.


We will be in contact with any further information.


We apologise for any inconvenience and appreciate your patience in this matter


Thank you for using Expedia.co.uk


Yours sincerely


Alannah
Expedia.co.uk



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