SAY WHAT Expedia agent needs a word about customer service

Posted on 10/20/2016

A southern California woman is outraged after she recently received a shocking email from popular travel site Expedia.com. Cara Viramontes couldn’t believe what she saw when she opened a recent email from the company. “I thought it was a joke,” she recalled. “No way this could have happened.”

Viramontes, who is a high school teacher and a coach, was online to check the itinerary of a trip she booked on Expedia's website and she logged in last week to find an expletive written in bold text.
An employee with the company apparently left her a message: 'F*** You!'
Viramontes was also shocked to see that New Year travel reservations booked for her family had been cancelled without her consent.
“I thought it was a joke,” she told CBS LA. “No way this could have happened.
“Everyone I show, they laugh and think it's a joke. No one can believe a company as credible as Expedia would ever do something like this.”
Prior to receiving the email, Viramontes had called the company to question why she was being charged for travel insurance for her eight-month-old son.
The infant does not require an airline ticket and will sit on her lap during the flight, so she found it odd that she was additionally billed for him.
After the call ended, she took an online survey that Expedia sent to her about her call experience.
“I was honest,” she said. “I said, 'You know what, the lady wasn't helpful. I asked to speak to a supervisor and she wouldn't let me speak to a supervisor.''
Two days later she received the email cancelling her trip and with the expletive very much undeleted.
She quickly called Expedia's customer service and was told she was to blame for the cancelled reservation.
Viramontes then sent the supervisor a screenshot of the 'F*** You!' message that was at the top of her cancelled itinerary.
“It's clear as day what was written and I haven't received a response,” she said. “Nothing.”
She said Tuesday that Expedia did not offer to compensate her for the US $600 she paid for the plane tickets and a supervisor told her she would have to pay a US $200 fee to book another flight.
In a statement to CBS LA, Expedia said, “We take this matter very seriously and have opened up an investigation analyzing every click and action made by our customer service agents.”
They company said they will re-book her flights and refund her money as well as provide her a $500 voucher.