Pathetic service

Even though it was their mistake. I still had to pay to get issue resolved. They only effectively garnished an apology, which is hardly a solution. See email proof below:

Dear David,

Itinerary Number: ***

Thank you for getting in touch about your Thai AirAsia in regards to change.

We are sorry we didn’t meet your expectations.

We appreciate you taking the time to document your recent experience. We have passed your feedback to the dedicated team for review and actioning. Your feedback is a valuable source of insight and helps us drive ongoing improvement of the experience across the organization. It also helps us prevent our future customers from having a similar experience.

We are aware that your opinion of our service has been affected by this incident and hope you will not judge us solely by this experience, as we certainly do appreciate your ongoing support with Expedia.

Therefore, I would like to inform you again that you have booked the flight reservation with Thai AirAsia airlines which is a Low Cost Carrier. Therefore, we are unable to change & cancel as airline has complete control over the booking.I would request you to call the airline directly at *** to change so that they will assist you accordingly.

Thanks for writing to us.

I hope we can assist you with your future travel.

Kind regards, Chandan Expedia.co.th Customer Support

-----Original Message----- From: Sent: Jul 18, 2019 7:57:07 AM To: *** Additional Recipients: Subject: Re: Complaints:File a complaint - Case ID : [REQ:M-***5]

Hi,

Thank you for your reply. Just to make sure we are on the same page, Expedia website displayed the upcoming flights and times available, in AM instead of PM, EXACTLY the same flight time that you just mentioned receiving a confirmation ticket of 12 hours after my intended time (please see attached for reference)

Since the company you are working for should offer services that rely extremely on information accuracy and yet still somehow made such a careless mistake, I cannot see why an agent from the Customer Support team would not have time to be more thorough. Had you given this case a bit of time, you might have spotted the discrepancy between the actual departure time via Air Asia and the time displayed on Expedia website.

The “low-cost” carrier in fact went above and beyond to see what they could do to minimize the damage made by Expedia. It is important to me speak up and point out to you why seemingly small issues like mine, that you might have dealt with everyday? Can easily be fixed by finding out, why this “glitch” occurred.

I have not been able to reproduce it from my side, but just like you I am aware of booking for 12:05 am, so that I would not miss my appointment. The sad part is that I had to fork out an additional 1855 baht to rebook for the day before. Two support agents offered no other support than booking on another day and paying the penalty. Right before confirming the payment, I got a pop up on my iPhone, congratulating me on a lower fee of 2800 baht. I clicked on that and paid. The rest as they say, is history.

The whole thing has left a bad taste in my mouth and I feel Expedia is to blame as I took care to ensure at the time I clicked on the correct flight time. I would suggest you get your web development team involved for a further explanation of why this occurred, and how you intend to fix this by me, as I am the one who is out of pocket. For a first time Expedia experience, I am more than disappointed. I eagerly await your response before I share my experience on a wider platform. Kind regards David

Sent from my iPhone

>> On 18 Jul 2019, at 16:09, *** wrote: > > Dear David, > > Itinerary Number: *** > > Thank you for getting in touch about your Thai AirAsia in regards to change. > > I can see that you have created a booking for 25th Jul midnight 12:05, as after 12:00 date becomes 26th Jul. In case you meant to booking it for a different date please call the airline directly. > > I see that you have booked the flight reservation with Thai AirAsia airlines which is a Low Cost Carrier. Therefore, we are unable to (change/cancel) as airline has complete control over the booking. > > I would request you to call the airline directly to (change/cancel). > > I hope you have an enjoyable holiday. > > Kind regards, > Akash > Expedia.co.th Customer Support > > -----Original Message----- > From: > Sent: Jul 17, 2019 10:01:19 PM > To: *** > Additional Recipients: > Subject: Complaints:File a complaint > > Name: David > Itinerary Number: *** > Message: On first website booked for 25 july. Then on check out this site is 26 july. So wrong date, have appointment 26 July. Need to amend please. Urgent