Maybe other travel companies can learn from Expedia’s mistakes and make an unfortunate situation into a positive experience for the customer. Instead of bashing the company, I’m going to lay out what happened and point out where there was major room for improvement. But in the travel industry, is satisfactory what companies should be shooting for? Apparently the hotel was overbooked and had to bump me, leaving me to scramble less than 24 hours before I was due to arrive.Īfter Expedia cancelled my hotel reservation, did they resolve the situation? Yes, they did a satisfactory job if I’m being generous. In French (imagine if I’d already been on my plane or didn’t speak French). I recently booked a three-star hotel room in Paris for a weekend trip a little while back using (the US site) - a company I’d used several times before and had positive experiences with - and the day before, Expedia cancels the reservation. So Expedia cancelled my hotel reservation. This Expedia cancel hotel situation was not cool. Outdated technology, representatives that have no authority, long hold times and poor conflict resolution are the downfall of many good companies and proved that to me recently after cancelling my hotel reservation in Paris less than 24 hours before arrival. A company is nothing without effective customer service that actually works to serve the customer.
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