CB Travel Agencies and Tour Operators Expedia Cancelled flight with no refund or company credit

Expedia review: Cancelled flight with no refund or company credit

Will from PDX of NEWBERG, US

Sep 26, 2023 5:43 pm EDT

Verified customer

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I booked a flight from Portland, Oregon to Florence Italy on Expedia. The purpose of the trip was to attend my friends wedding. The itinerary of the trip was as follows: first leg of the flight was through Alaska Airlines to LAX, and then from LAX to Frankfurt Germany on Condor airlines. Then from Frankfurt to Florence. (Round trip back to Portland after the wedding).

After my first leg, I landed in LAX on 9/24. However, the Condor flight to Germany was abruptly delayed for over 24 hours (to the evening of 9/25) and Condor couldn't release my bags in a timely manner so that I could rebook with another airline. I spent more than 24 hours in LA and ended up missing the wedding. I told the gate agent to cancel the rest of my trip because I was going back to Portland since I was going to miss the wedding due to the delay. The gate agent said that he cancelled my booking. I asked if I would get my money back and he nodded his head. I called Expedia on 9/25 and they still showed that my booking was active. I asked to cancel and get a refund. The agent said they couldn't do that and to call condor. If Condor refused, then I could appeal to Expedia for a refund. I called Condor, they said my flight itinerary had not be cancelled and that I would be charged a $390 fine for cancelling my booking. I explained I was cancelling because they delayed by flight for more than 25 hours and caused me to miss a wedding. They didn't care and hung up on me after I refused to accept a fine. I called Expedia again. The customer service rep said there is nothing they could do because it was up to Condor to make that decision. I told her that I (and my business and family) had used Expedia for 15 years and that one of their subcontractors had delayed my flight so badly that I had to miss a wedding, lose my hotel booking, my car rental, and I had to book a new flight back from LAX to Portland and that all I wanted was a refund or a voucher. She just apologized and said that she couldn't help me because it was up to Condor. I later learned that Condor has a history of TERRIBLE customer service. If this is who Expedia does business with and then leaves customers high and dry, I just can't justify continuing to use them or promote them to friends and family. The whole experience was very eye opening because Expedia takes no ownership of the failure of their subcontractees.

Desired outcome: I want a full refund, or the equivalent amount in company credit for a future flight.

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