The other morning I received an email from Expedia saying they changed the return date on my flight, what! Airlines often make little changes to flight times but completely changing my return date for no reason, I couldn’t believe it. Which is pretty much what I said when I called. Expedia blamed it on Lufthansa airlines saying they had made a schedule change but that wasn’t a schedule change it seemed more like a cancellation.
I let Expedia know this date change was not acceptable and I needed them to move me back to my original return date. They put me on another flight however they downgraded me from premium economy to economy. When I pointed this out to the agent he said that there were no premium seats on this flight so I would just have to do with economy. When I asked if I would be getting a refund for the difference in the price of the two tickets I was told no, I would just have to eat the loss and Expedia would just have to benefit from it apparently. I called Lufthansa to see if they could help me. They informed me that since the reservation was made through Expedia I had to go through them for any changes but they did tell me that I lost my premium economy seat on my original return flight because Expedia never confirmed my seats not because of a schedule change or the flight being cancelled.
I called Expedia back and spent 3 ½ hours on the phone with them. Eventually I reached a manager named Ryan who told me I just had to accept my downgrade because there were no other flights with premium economy san told me he wasn’t seats available on them. When I once again asked about getting a refund for the difference in ticket price Ryan told me he was going to give me any refund and that’s how it was. I explained to him you can’t sell someone an iPhone 6 and then tell them sorry we’re all out of the 6’s but I have an iPhone 5you can have instead but we’re going to keep the extra money you paid for the better model. But Ryan couldn’t care less and stood his ground that he was keeping my money.
For the next six days I called Expedia demanding that they find me a premium economy flight or refund the difference in price of the tickets. I let them know that I had called the airlines and knew that it was Expedia’s error that caused me to lose my seats in premium economy in the first place and if they couldn’t get me back onto a Lufthansa flight they could put me on a partner airline.
Finally after speaking to a third manager, I was rebooked onto a new flight in premium economy class. Funny how a flight suddenly became available.
It took several days and many hours but I finally got Expedia to fix what they messed up in the first place. It can be a long, hard process and even though you may get a hundred no’s you just need one person to say yes and if you let them know your not going to just take your lumps and walk away and your not going to let them bully you, you have a better chance of getting your issue resolved. Remember, be firm but keep your cool. Screaming won’t help even though you may want to rip somebody’s head off.