Expedia.com abandoned us

[The horse lady]

What is the name of your state? Colorado

We purchased a vacation through Expedia.com along with the travel protection plan. When we arrived at the airport, we were told we needed tickets. We never received tickets from Expedia. We did have the emails that were sent to us with our intinerary thinking we were flying e-ticket. I even called the morning of our trip to verify that everything was ok, and nothing was said about tickets. We tried to call Expedia three times at the airport for help, and we got nothing. We paid an additional $500.00 to fly to Phoenix where ATA could book the rest of our trip as an e-ticket. That was a $200.00 charge. We paid $158.00 for the protection plan and got nothing. Expedia won't give out manager names or let you talk to one. What recourse do we have?

Thank you.

 

[Zigner]

I'm a little confused - how did you expect to get on a plane without tickets?

 

[The horse lady]

Expedia.com

Good point. We had emails from Expedia that looked like we were flying e-ticket.

 

[The horse lady]

I'm a little confused - how did you expect to get on a plane without tickets?

Good point. Thought we were flying e-ticket.

 

[Zigner]

Did you have a confirmation number or a printout of a confirmation?

 

[The horse lady]

Yes, we had an ininerary number and a confirmation number. The airlines had us in the computer. Once we paid for another ticket to Phoenix (where we changed planes to go to Hawaii) , the airline was able to put the whole trip on e-ticket for a ticket change fee. Interestingly enough, the Frontier ticket people did say that they see a lot of that with Expedia. Sounded like they are notorious for not sending tickets and abandoning their passengers.

 

[JETX]

What recourse do we have?

Gee... I would start by NOT relying on the phone to file your 'complaint'. Put it in writing and give them 10 days to respond. Send it certified RRR.
Then, take step 2 based on whatever response you get... or don't get.

http://www.expedia.com/daily/highlights/Expedia-Promise/default.asp

 

[Zigner]

Gee... I would start by NOT relying on the phone to file your 'complaint'. Put it in writing and give them 10 days to respond. Send it certified RRR.
Then, take step 2 based on whatever response you get... or don't get.

http://www.expedia.com/daily/highlights/Expedia-Promise/default.asp

Agreed - per their (somewhat vague) guarantee, you should be able to recover any extra costs you incurred.

 

[The horse lady]

Thank you. We have the letter in the mail already. We did receive an email response from their customer support department. It was pretty much an "oh well" response. I would think that this would be a "no brainer" because we did purchase the travel protection plan.