AIBU to think this is actually Expedia's business model...?

[JemimaPyjamas]

Flights cancelled in January, by the airline, so we are waiting for the refund. £845.

Every time I call - often waiting well over an hour to speak to a human - I go through the details and then nothing happens.

Nobody calls back when they say, some say they can't call, some send a formatted email asking for details and then go quiet. Some say it's been 'escalated' and then, when I call yet again, have no idea what I am talking about. I have been calling every few weeks since January, more so recently.

I have tried to fill in a complaint form but now it won't recognise the itinerary number and, so, the form won't send. I can't get an email address to complain to either.

Am I not BU to think this is deliberate to make it such hard work that they hope customers will abandon the idea or am I just paranoid and frustrated...?

(I can't claim via Visa as they won't reclaim money more than 120 days after the initial transaction, making it pretty useless - I already tried that!)

Is there an ombudsman you can go to? That’s how I got an answer out of an electricity company who owed me money.

Have you tried tweeting them?

I've tried tweeting (it turns out there are lots of similar tweets!) but not an ombudsman

I put a review on Trust Pilot they responded pretty quickly. I only ever book flights with the airline after the bad Expedia experience.

Can you go on online chat with them? That’s how I eventually got mine sorted 13 months later……

(I can't claim via Visa as they won't reclaim money more than 120 days after the initial transaction, making it pretty useless - I already tried that!)

In the case of a service bought that will be provided in future, such as a plane ticket, it's 120 days after the service was scheduled.

All further communication in writing. I'd make one complaint and request for a refund. Then either a letter before action and the small claims court route, or if it was a credit card you could do a Section 75 claim. However it's possible going through Expedia will be regarded as "breaking" the S75 protection.

Tbh this is pretty much the service I have received with every company I’ve dealt with over the last 18 months.
But of course working from home is so effective

@Fairyliz

Tbh this is pretty much the service I have received with every company I’ve dealt with over the last 18 months. But of course working from home is so effective

Yep. So MN keeps telling us.

I remember getting (finally) some poor bugger at Alitalia for vouchers who was surrounded by screaming kids.

I've never had an issue with Expedia in fairness, but I've never booked flights with them, only hotels.

I’ve never had this problem with Expedia and have found refunds for cancelled flights easy. I think I’d tweet them on repeat and copy in the Twitter addresses of every consumer journalist out there (including money saving expert etc).

Small claims court. All online and assuming you win, you get the £70 court fees back too.

@safariboot I tried to do the online complaint form and won't send as it says the itinerary number is wrong - trust me, I've tried every bloody thing!

It looks like it's easier said than done but find an address to write to.

Or there's Twitter. Which seems to work because it's complaining in public so the company can't assuming it won't become bad publicity.