fuming-customerOne member is furious that online travel agent Expedia downgraded their business class ticket to economy without explanation. Having booked a business class trip to Europe, Expedia now says the member will need to pay $1,200 to “upgrade” the ticket back to business class. When our member then threatened to cancel the ticket, Expedia demanded a $200 cancellation fee. To add insult to injury, they even imposed an arbitrary service fee just for talking to them.

Our members are not impressed with the appalling service from Expedia. The site refuses to accept responsibility and blames the airline for the forced downgrade. But it seems that Expedia is not the only booking website with its share of problems. A number of members have horror stories about other online travel agents. Many avoid booking with online agents altogether because they find them very difficult to deal with if there is a problem. Instead, our members suggest booking directly with the airline or a proper travel agent.

Some helpful members suggest our member contacts the operating airline directly, bypassing Expedia. Others suggest putting through a credit card chargeback, as the services that were originally paid for – flights in business class – are no longer being provided. Alternatively, our member could take the matter up with a consumer authority if they are unhappy with the response from Expedia.

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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can contact Matt at [email protected]