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Avoid Expedia For Cruise Booking

Saving Money on Your Cruise - Tips & Advice - boards.cruisecritic.com
Hello,

First I have used Expedia since 1993, I was amazed at how poorly they handled my situation and will never use them again.

Just got back from a 11 night med cruise aboard celebrity reflection. I booked through Expedia, bad idea. They had a promotion for an onboard credit which they failed to provide. I spoke to representative before booking to ask how credit worked, they indicated it just shows up after you book. I booked, no credit was received.

After cruise I call Expedia to ask about it. First it is nearly impossible to find anyone in customer service. All calls somehow end up with foreign sales associate. I had to make several phone calls before finally finding someone who tells me that I had to fill out a form and it was clearly stated on my invoice. I finally clarify that by invoice they mean the email receipt. They were correct it was there, at the bottom and not very clear if you ask me, but it was there. I tell them I spoke to a rep before booking who never mentioned this, Expedia couldn't care less.

Rep at Expedia cruises named Gary is almost proud in offering me nothing for what is their fault as far as I'm concerned. Gary also haughtily tells me he is the end of the line and there is no one above him to speak to. He, of course, is wrong. I call back and after a few more phone calls one of the flight people gives me a number of corporate customer service.

Corporate Customer Service is pretty funny, can't get a person have to leave a voicemail. They call you back and if you don't answer they leave a voicemail saying they hope your problem has been resolved, which is of course not possible since you haven't spoke to them yet. After calling and leaving voicemails 4 times, once after every missed call back (Call back came 6 to 12 hours after voicemails) I finally answered and got a live person who was equally unimpressed that their agent gave me bad information and they refuse to offer any kind of compensation. She also indicated she is the end of the line.

So in short no $175 credit, and now I believe Expedia has the worst customer service of any travel group I have used. I also believe Expedia is purposely making it difficult for customers to get promotions by hiding conditions and lying to customers when asked in person about promotion pre-booking.

My advice is to never use Expedia. They rarely have the lowest price anyway and if you have any problem, regardless of how loyal a customer you have been, they will leave you in the cold.

Thank you Expedia for revealing how useless you are for only $175. If I needed real help and had to count on you it could have been a lot worse so I consider myself lucky to have only spent $175 to learn to never use Expedia.
Date: Oct 16, 2013   


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