Gadling

Wow. I'm sorry for your ordeal. To be honest, I'm surprised that this is the first time you've run into this sort of thing since you travel so much. I probably travel less and experience this sort of thing on a very regular basis.

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I recently tried to change an overseas airline ticket w/Expedia. Nightmare is not the word for what that company is. After 5 one hour phone calls (each time I called I had to re-explain the story) they sent me to the AIRPORT (JFK) to change my reservation, which like a dope I did. $9 for parking - & Northwest said no, they couldn't do anything, I had to contact Expedia because they acted as my travel agent. Back & forth like this (went on for weeks). Expedia said I had to mail the paper tickets back to them. Why paper tickets were issued I have no idea. When I called to see why they hadn't changed the flight they said the tix were never received. I had a tracking # from the post office and told them to go on the US Postal Service website with my tracking number & explain how the US POSTAL SERVICE DELIVERED A PACKAGE TO THEM FROM ME that wasn't my tickets? The experience honestly turned me into a raging lunatic, which I promise I am not. And I was willing to pay $300 more than the original ticket! I WILL NEVER EVER EVER USE EXPEDIA AGAIN. I would rather walk to my next travel destination.

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I had a similar problem over the holidays and learned my lesson. Have now booked car rental for next trip North in February, for the day I plan to arrive and the day after I plan to arrive, just to be covered. If I arrive on the day planned, I'll cancel the next days reservation. I go direct to rental websites now, no more third party booking

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I totally agree with how your sister handled the situation. Being rude and angry can definately get you an answer, depending on the situation. It just sucks to have to take that route. You can't be too nice with customer service people anymore because it doesn't seem to be that they are there to actually service their customers. They are more concerned with pawning the problem on someone else and not accepting the blame.

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I'm sure every travel company has their share of horror stories. I do believe your story.

I must say that I use Expedia a lot. In fact I am a frequent traveler and have had expedia customer service change reservations several times with no problems.

I am a person that tends to get visibly upset when things don't go well because of what I feel is the fault/responsibility of the airline/car rental/hotel agent. Sometimes this does not pay off, I can tell you. Just recently I flew with my wife and young son in-tow. Although I bought tickets well in advance they overbooked the flight. As I helplessly watched my obviously not-well-trained agent fiddle with the computer I saw 5 people get seats. I then pointed this out to him and nearly was denied boarding when a volunteer gave up her seat for me.

Be carefull.

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this is why you should use a reputable travel agent to take care of all of your travel plans, i never use the internet and am very well taken care of by my travel agent:)!

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Good for you.

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Whoever can get you what you want is who you go after. Ali chose right. Great job!

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I have never used expedia, but have tried another discount company and have learned that it is just better to make all the reservations yourself, you can get just as many deals without the middleman. I have used several different rental car companies and have found that Avis is the most reliable with the best staff at every stop.

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Expedia and all travel businesses should have a backup plan.

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I'm ahead of their game. Many years ago I rented a car in Hawaii, and decided to drive it a mile to a secluded beach. Over lava.

The bottom of the car was wrecked, the sides were scratched, and the oil pan got caved in. I fixed the oil pan with a rock, and sprayed the mascerated underside with flat-black spray paint. I plugged the punctured gas tank with an apple. I returned the car expecting to get billed for over $1,000 in damage. It was bad. But they didn't check the car! I left and never looked back. Never heard from them. So, there!

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...proving once again that Expedia, Orbitz, etc. "lowest price" is bullshit. Get yourself a good travel consultant - your only advocate.
Mine is FROSCH.

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As a longtime frequent traveler, my first thought was "You were held up and called Expedia instead of dialing up the rental car company yourself?" Hey, I use Orbitz for my business travel because that's what my company requires, but if there's a problem anywhere, Orbitz might as well be my 14-years-dead Uncle Donald (may he RIP). I'm not throwing another layer between me, the customer, and them, the service provider whom I need to solve the problem.

Which kind of goes back to the point someone else made previously -- sometimes, it's just worth the time to go through the airline, car rental company or hotel company's website or make the res. by phone.

Screaming at people sometimes gets the job done and sometimes just gets them angry enough that they not only don't want to help you, they'd be happy if you fell into a bubbling pool of simmering dog drool. Leo Durocher might have believed "Nice guys finish last," but it's been my experience that if you start calmly and build anger slowly, you usually get your problem solved by the time you get to screaming.

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YOU GET WHAT YOU PAY FOR!!!!!!! If you want good service and quality than expect to pay for it......

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I have booked through Orbitz several times in the last year on-line, and have never had a problem. I always get the seats I want and have never even had a delayed flight. I don't know about Expedia, but Orbitz is great.

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If someone used a brand name service and company this kind of thing is less likely to happen...

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I use a Travel Agent.

All I have to do is call them when I'm delayed (if they don't already know). They call Airlines, Hotels, Car Rental Companies and even family, when I'm delayed. They find me back-up flights, hotels where I'm grounded if flights are canceled overnight.
They don't charge me for this service.

I've tried doing the Travelocity, Expedia, Orbitz. They charge the same or more then my Travel Agent for the same trips.

I want to talk to someone who can and will help me, when I need it.

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Mr. Thomas,
I don't usually do this and I am sorry, but you are an idiot. And a dangerous one at that. Regardless of whether or not the company charged you for the damages, you should have fessed up. Instead, you blatanly disregarded the health and safety of the poor person or people who rented the car after you. It astounds me that you would put another life in jeopardy and then have the audacity to gleefully regale us with yet another story of stupidity. No one is proud of you, and you should be ashamed of yourself. Your stupid decision to drive over lava, coupled with your "repairs" fully illustrate why some people should not be given a license. And why the state has labels for "special people" such as your self. Your incompetence astounds me, and I can only hope that the person or family who rented the car after you did not suffer for your egregious mistake. You are despicable.

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This past Christmas eve, I had a trip planned from Alabama to texas. I booked a reservation for a rental car about a week ahead of time. The day of my reservation, I was supposed to arrive at 12:00 to pick up my car. When I got to the rental car agency at exactly noon like they said, they informed me that they were out of cars and my reservation had been made after they were altready out! But it was booked through the companies site and it said cars were available! Anyway, they informed me that another location of Enterprise had plenty of cars and they would transfer my reservation there. I drove 10 miles to that location and when I went inside, I was informed that they closed at noon and had no cars available. I explained why my reservation was transferred to them so they called another location. I was told that the only location that had any cars was inside the local airport and the only form of payment they take is Visa or Mastercard. I had planned on paying cash but had a Visa debit card I could use. I asked the attendant if that would work and he said as long as it has the Visa logo, its fine. So, I battled the holiday airport traffice, parking nightmare, etc. I finally made my way into the airport terminal to the Enterprise desk. The clerk said that they have plenty of cars and she just needed to see my license and major credit card. I handed her my visa debit card and she informed me that they do not take debit cards. Only major cards. By this time, I was fuming! My family was waiting on me in Texas and I had been running around all afternoon trying to get a car! I started crying. Partially out of fury and partially out of stress. The clerk developed soem pity and said ' I am not allowed to do this but this time, I will take your debit card". She ran my card, finished my paperwork and handed me my key. The clock said 4 P.M. I was FINALLY on my way after 4 hours of rental car hell!!!! I could go on to tell you about the miserable car they gave me ( Toyota Hybrid). It keps stalling out on me, wouldnt idle, etc.. but that would be a whole nother post! Just wanted to share my rental agency nightmare! My Christmas holiday did turn out nice. Just a little behind schedule..

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See, the problem with this approach is that sometimes they really CAN'T do anything.
I work at a hotel front desk, and nothing makes me angrier than when holier-than-thou people assume that just because they scream their heads off, it's going to change something. Here's a real-world fact: when we tell you there isn't anything we can do, it generally means "there isn't anything I can do."
Broadcasting that your sister treated someone this way definitely doesn't get you kudos. Yeah, it sucks that someone misinformed you, but in the same token it probably wasn't THAT representative's fault. The answer should have been to call Enterprise yourselves, get a car arranged, and then discuss refunds through Expedia for the car portion, not be a hateful witch. So congratulations to her on being one of the nasty people that every single person in our industry wishes simply wouldn't travel at all.
People who treat customer service reps this way should have to be one for a week. I guarantee you that you wouldn't raise your voice at another one.

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