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Why I Book Direct
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She had a problem with Expedia allegedly charging her for flight insurance for her baby, who didn't need a ticket, so she put that in a review when they sent her a survey asking how happy she was with their travel service. And she says she then got an email from a company representative saying F-ck You, your flight is cancelled. And after several calls to find out what happened, another representative allegedly told her she was lying and that she'd cancelled the trip herself. So she did what anyone would do, posted the whole thing on Facebook, whereupon the company CEO ordered that it all be made right and they rebooked her at their expense. But if this happened the way she says it did -- and what reason would she have to make it up? -- it's an example of some companies' customer service (I'm thinking cable TV, for example) that doesn't care if they lose your business. It's either indicative of hiring bad people or treating employees so badly that they're fine with sabotaging business. (KABC-TV/Los Angeles)
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