My complaint:
Omschrijving klacht
In chronological order the following things happened.
1. After booking and paying online I received an e-mail confirming my actions. The e-mail was sent 20 January 2010 at 11:36:46 by Expedia US (travel@expediamail.com). The contents of this e-mail were conform my booking and payment. The flight was from Mataram to Amsterdam via CGK and KUL. Price US$ 1403, –
2. However. At 20 January 2010 22:00:13 -0500 (21st, 03:00), I received another e-mail, this time from no-reply@expedia.com. Subject: Flight change for MYNAME. “We have received notice from Garuda Indonesia that they have: *Made changes to your itinerary. (There were no differences between the flights, status and classes between the first and the second e-mail. Even the confirmation numbers were the same.)
3. The 21st of January 2010, at about 17:20 local time at Lombok, I received a call from a woman who said she was calling from Manilla. Phone number 188772470153. ID number 57055102. She told me there were no seats in coach/economy available on the flight from Mataram to Jakarta. My only option was to buy a FIRST CLASS seat. Needing to go to AMS I agreed. The deal and payment were concluded at about 18:00 local time. The new price was now a total of US$ 4059, – A difference of US$ 2656!!!! Payment was done via VISA.
4. Arriving at Mataram the 22nd of January 2010 for my flight to Jakarta there was some confusion as to whether I had paid for the flight. This was however sorted out by telephone with expedia.com (14047288787). When I received my boarding pass I noticed I was placed in Economy (seat 9D, I still have part of the boarding pass). I pointed this out to the local official, because I had paid for First class. I was nevertheless put in Economy class. I also noticed there were still several other empty seats in Economy. (As planned I travelled Economy the whole way to AMS).
5. Arriving in the Netherlands the 23rd, we sought contact with expedia.com and explained the whole situation. This intercontinental phone-call lasted 54 minutes. We were helped in a very friendly and professional way by a man calling himself “Dwain”. At the end of this conversation we were told to contact Expedia 1-800-EXPEDIA during office hours the next week, because refunds were not possible in the weekend. Case ID reference number 57118632.
6. Calling Expedia on Monday we were told that “all was in order” for I had gotten a “First Class Economy Ticket”, by a woman called Riona and her supervisor. THIS IS COMPLETELY REDICULOUS. I was told there were only First Class seats available to get from Mataram to Jakarta. I paid 2656 US$ extra for a small part of a flight that I had originally bought at expedia.com for 1403 US$.
In short, after I bought tickets at expedia.com, changes were made that I didn’t ask for. I paid a huge amount of money for something I didn’t ask for and didn’t get, so I think I should get a refund.
Regards
Gewenste oplossing
Refund
