Scott

When buying tickets via Expedia.com for a long Labor Day weekend in Seattle, I got to the final "purchase" page. That page did not list all of the necessary info, so I clicked on the "back" button a few times so I could double-check the dates, flight times, etc. Everything was as I wanted, so I clicked forward to the final "purchase" page, and made my purchase. Little did I know that if one uses the "back" button on Expedia.com, it is programmed to set your departure date to a default date (which is 2 weeks from "today").

When I eventually received my confirmation email, I noticed the departure date was incorrect. I immediately called Expedia, and was told that it was not their fault, and that it would cost $100/ticket to change any information (I bought 4 tickets). They said it was a penalty imposed by American Airlines, and could not be avoided.

I called American Airlines. I was told that Expedia.com charges the change fee, and the fees are pure profit. American Airlines claimed they, too, could do nothing.

I called my credit card company. I was told that anytime anyone purchases a "non-refundable ticket" for ANYTHING, be it an airline ticket, a theatre ticket, a sporting event ticket, a concert ticket, etc., no credit card dispute can be made, no matter WHAT. The credit card company said it was federal law, so they, too, could do nothing.

One week later, I called American Airlines to change the tickets. I told the rep. the story, and said I knew I had to pay the $400 (more than the price of one ticket!). She asked if I had spoken to an American Airlines supervisor. I said I had. She said "if you don't mind holding, I'll speak with my supervisor." I said "OK." One minute later, the rep. came back on the line and told me she had bad news. I laughed... She said "my supervisor said we'll split the difference with you; we'll eat half, and you pay half." Shocked, I said "That's amazing!" She said, "I'm sorry, sir. I know, but that's the best we can do." I explained to her that I had been on the phone for close to 12 hours, over the course of 3 days, and always hit a dead end, with everyone telling me their hands were tied, passing the buck, and in 1 minute, you DID SOMETHING about it!

I was lied to by Expedia.com repeatedly, on more than one issue. The customer service reps. were cold, unprofessional, uncaring liars, and I politely dealt with 3 of them. When I asked to speak to a supervisor, I was told that they don't have supervisors; they have a "customer relations desk," which, basically, is where they send people who ask to speak with a supervisor. Also, they know the issue with the "back" button, but have "no plan" to change it. (I didn't ask why; I knew the answer: it's a cash cow.)

Did American Airlines lie to me, too? It seems as such. How can one supervisor say they have no control over those fees, and another offer to cut the fee in half?

Moral of the story: (1) don't use Expedia.com; (2) if you have a problem with flight tickets, and you don't get the help you need on the first call, call back a few days later--you may get a more caring person who will be happy to help. (3) Find the best price online, then CALL THAT AIRLINE. They should be able to match that price for the same flight(s), and if there's a problem, it's better to deal with them than a reseller.

Good luck...

Laurie

I have a few commments. First of all, I have found on a couple of different airlines that the change fee (which is what you are referring to) can be changed if you get the right person. I have even had the change fee waived by someone that isn't even a supervisor. You just need to be nice and see what happens. I guess it is the luck of the draw. I also would like to say that I was booking airfare for my supervisor and immediately after I hit the send button I realized I had the wrong return date. I had the date out a month further than it should have been. If the date was correct, the ticket would have been over $1000 but with the date I had the ticket was only $200. I called expedia immediately and they voided the ticket - no questions asked. I thought I was going to be SOL but I guess I was lucky. Of course, my boss had to buy the $1000 ticket but we couldn't believe the ticket was only $200 anyway. What I don't understand is: when you went back and then forward again, didn't it give you one last chance to check your order before you hit the purchase button?? Usually, it does and maybe that is why they would not exchange the tickets without a fee. I guess this was a very expensive lesson. I know I felt pretty dumb when I made my mistake but expedia handled the situation fine that time.

Faina

I guess I have to share my habit with everybody: BEFORE you hit the final button print the screen and read each line on the paper page. Helps to notice mistakes if there are any.

xx

I have also found that the airline service varied. If you are not having luck getting done what you want. Call back, you are likely to get someone else to help you.

liz

How about just using that calendar. I know that they show the year first then the month. It has scared me to, last year I was doing the exact same thing, but Il earned just to use that claendar to pick the dats you want. But they are right, if you don't get one nice person then call back and reinforce the situation and they will be more understanding and look at how much business you are sending,so ask them and tell them it was a honest mistake and you did not intend to stay that long. And see what they say. Good luck too. Let us know how it works out.

Liz

Rich

I used to be a telephone reservations agent with American Airlines, and though I don't remember anybody (supervisors included) ever being able to waive change fees, I totally agree with what other people have been saying about calling back if you don't like what you're being told. These jobs are -- or at least *were* in the mid-90s when I worked there -- very low-paying, with poor benefits, high-stress jobs, and the turnover rate is really high. Many (most?) of the agents are pretty new, and frequently aren't totally sure of what they're doing. So if you don't like what you're hearing, hang up and call back and talk to somebody else.

Once I called Canadian Airlines (R.I.P.) and the agent was 100% adamant that the lowest RDU-Toronto fare was $1000 when I knew that there was one for about $150, so I hung up, called right back, and the next agent I got immediately offered me the $150 fare.

The agents at the airport also can be a lot better than the ones on the phone. I think it's a combination of their having more power (they can do a lot more than the phone people) and the fact that it's harder to be callous to somebody's face than to a disembodied voice on the phone. A couple of months ago I had a supervisor at Delta telling me on the phone that they couldn't get me on a flight until about 8 hours later because they'd cancelled my original flight. I went to the airport at the original time anyway and explained the case to the agent there, who immediately offered to rebook me at no charge on a USAir flight that was just about to leave.

The moral of the story: If at first you don't succeed, try, try again.

Meredith

Interesting tale about Expedia - I certainly believe it, but wanted to share my story of better luck. My (not-very-internet-savvy) mom booked a ticket with them to fly Chicago - Detroit, but after it was ticketed called me in tears indicating she realized once the deal was done and she printed that she had selected the wrong Chicago airport (Midway vs. OHare) - I told her there was probably nothing that could be done but to pacify her I called Expedia anyway and explained the situation. To my GREAT surprise they immediately offered to void the ticket and said they hoped we would consider re-booking through them online. I certainly did (OHare this time) and was very grateful - albeit surprised they would do this so easily, no questions asked!
Bottom line, as others have said - a lot of "set-in-stone" rules vary greatly by whom you're dealing with, so if you don't like one agent's response, hang up and call another.

joesorce

When Expedia, or any airline for that matter, gives you a confirmation number, you should call back with 24 hours, stating your confirmation number, and have them read you the entire itinerary to make certain that everything is exactly as you want it. With these non-refundable tickets, you CAN change your mind if you notify the credit card company within TWENTY FOUR HOURS.

Nancy

Thanks for sharing your story. I can totally understand how this could happen. I've pressed back buttons many times just for the same type of thing.

Last month we had a nice American Airlines story I'll share. We were booked on a flight, with a change of planes, then on to catch a cruise. American Airlines called with a flight time change. It was only a 10 minute change but concerned me because we already had a tight connection to begin with and knowing the cruise ship would not wait for anyone. Although it was still what the airlines considered ample time to change planes, I paniced and explained our situation with the cruise etc. There was not one moment of delay built in. They TOTALLY REFUNDED my non-refundable ticket and the agent even offered another competitor's airline schedule which would allow time so there's no chance of missing our cruise. Now to me, this was so nice and AA really went above and beyond the call of duty to be helpful. After such helpfulness and understanding, I will chose to fly AA again. Nancy

mercy

Nancy, AA wasn't just being nice. It is in their contract of carriage (rule 240) that they HAVE to refund your ticket if there is a misconnect or schedule change NOT to your liking. At least they owned up to it without your having to push. Often the airlines pretend that it's just too bad, so sad if you don't know the rules as well as they do. Heads up folks...remember Rule 240.

Ben

Interesting about rule 240. Does this apply even with only a 10 minute schedule change that still allows a legal connection time as in Nancy's case? Thanks for the info...good to know! Ben

Betsy

Rule 240 is useless if your airline declares that the delay is due to weather (Force Majeure Event), which I encountered on a trip from San Jose to Seattle. Alaska
Air said weather in Seattle delayed the arrival of the flight in SJ which was going to turn around and fly back to Seattle. When we arrived in Seattle, eight hours late, the weather had been clear all day in CA and WA. Same scenario on the return flight. Unbelievable. Haven't flown Alaska since and don't plan to anytime soon.

Rich

Technically I believe the airline is required to refund your non-refundable ticket if they make ANY change that you don't like. I remember when I worked for American we were told we had to refund a customer's ticket if they so demanded if the airline had changed something as minor as the flight number. I don't know whether this is still the case or not (I worked for AA in 1995).

Mercy's point is valid, though -- it WAS good of AA to volunteer to Nancy that she could get a refund if she wanted it. Most airlines (and probably most AA agents) would not have volunteered this info, so it was pretty classy of them to let Nancy know that she had that out.

Nancy

This is interesting to me...I did have a legal connection time by airline law. In my mind however, it was leaving no room for any delay whatsoever or the ship goes bye bye without us. The nice AA agent certainly did see my point and after spending thousands for our cruise, knew that this was a one shot deal...no cruise leaving an hour later!
They were very nice and never tried to enforce the legal connecting time (tight as it was), they let their common sense dictate my justified concern.
Such a good business decision by AA...they'll get that airfare back many times over from me I'm sure.
Nancy

mare

I don't think Expedia was just being nice to Meredith, either. I think there is a new rule with credit card purchases that you can get a refund within 24 hours. Some of the airlines even tell you this when you buy your ticket with a CC over the phone. If Meredith had called Expedia after 24 hours had passed, I worry that she would have gotten a much different response.

credit guy

Your credit card company lied to you. You can dispute anything on your card that you did not authorize. You can only be held liable for up to $50 for purchases you did not authorize.It's federal law. Expedia and the airline company have to prove you authorized the purchase. Much easier for them to refund your money than to fight you in court. Their attorneys would charge them $1,000 just to review the case.

I'd take your credit card company to task on this one.

Alice

Does this 240 rule apply to someone like the Nancy post or did she just get lucky with a nice AA agent?? She does have a point but on the otherhand, the airlines may hold to the "legal connecting time" rule..?? Any current airline employees out there. I'd imagine that all the biggies follow the same criteria. Alice