Hi John

Thanks for your e-mail.  We really appreciate your help.  By all means put our e-mail on your website. Like you say it is the only way to stop them.  I wish I had
checked Expedia out on the internet before going to them as your site would have stopped me.  Your site has been a real help though (lots of helpful info) so thanks
again and keep up the good work.
 
I have also contacted my VISA card and reported this to them and they are looking into this now. 

I still cannot believe that they get away with this.  I really thought they were a big reliable firm!!!  (my bad!)

Kind regards

Kim :-)

-----Original Message-----
From: webmaster@victimsofexpedia.com [mailto:webmaster@victimsofexpedia.com]
Sent: 04 June 2009 20:45
To: travel@customercare.expedia.com
Cc: darakh@expedia.com; darakh@expedia.com; ir@expedia.com; press@expedia.com; Kim
Cogley
Subject: [Fwd: Urgent - Reply requested. COMPLAINT]

Dear  Kim Cogley and Kayleigh

I'm forwarding your e-mail (Complaint) about EXPEDIA to several expedia's addresses as you requested. Unfortunately, EXPEDIA is a scam and there is no much you can do
about it.
In the past I tried to contact Dara Khosrowshahi and Paul Brown (he is now at Hilton but he was supporting the expedia scam) and I never get ny answer from them. In
fact, both are supportting the expedia scam since I gave them evidence of how EXPEDIA representatives at all level lied to try to scma me.

I will also put your case online at www.victimsofexpedia.com and www.expedianews.com (after i delete your personal info)

Spread the word. it is the only way we can stop this huge scam and contact your credit card. It is the only way you can get your money back. My credit card (VISA)
helped me to recover 1254,95 U$D when EXPEDIA tried to scam me.

Sicerely
John


---------------------------- Original Message ----------------------------
Subject: Urgent - Reply requested. COMPLAINT
From:    "Kim Cogley" <Kim.Cogley@Polkacrest.co.uk>
Date:    Thu, June 4, 2009 12:22 pm
To:      travel@customercare.expedia.com
         darakh@expedia.com
         paulbr@expedia.com
Cc:      kim.cogley@ntlworld.com
         advice@caa.co.uk
         watchdog@bbc.co.uk
         secretariat@bgtw.org
         kayleigh.clarke@indiefield.co.uk
--------------------------------------------------------------------------



PLEASE ADDRESS THIS E-MAIL TO:



1.        Dara Khosrowshahi, CEO, Expedia UK(
2.        Paul Brown, President, Expedia UK
3.        Customer Services - Expedia UK



Itinerary no.: 12001577711.  In the names of Kim Cogley and Kayleigh Clarke.



Dear Sir / Madam

I am writing to you in hope that you can help me and my friend with our travel arrangements.  We have tried to sort this out with your Customer Services Teams but
have found them extremely and surprisingly unhelpful. I am sorry to need to include so many names in my e-mail addresses but I am hoping that someone will help.  I have
been on the internet searching for any advice but am now even more disillusioned and worried that I will never get the holiday and / or our money back. Please please can
someone help us?

In summary, on Friday 22 May 2009 my friend and I went onto Google and searched for 7 day breaks in Tenerife or Majorca.  It eventually linked us to the Expedia website
and a 7 day break in Tenerife. We entered the actual dates we wanted.  We double checked the dates on my diary.  When we entered our credit card details, the first
card we tried to use would not work so we tried another (even though I know money was available on the first card).  The second card was accepted (along with my
friend's credit card that is travelling with me) and payment was taken.  When we completed the transaction and looked at the itinerary again it had changed from a
seven day break to a four day break.  We would never want to fly to Tenerife for 4 days (especially as the flights had stop off's in Madrid).

The booking was made after 10pm. We tried to call your number that night but were unable to get through to anyone. The very next morning (before
10am) I called and spoke to someone saying I needed to either cancel my booking completely and start again or I needed someone to help us book the original holiday
we wanted. At this point we would have wanted to still travel with Expedia and go on this holiday (the seven day break we wanted though)

Initially, I spoke to Emma in the customer services team.  I was advised that we would need to pay a charge to change the hotels and the flights.
She could add on the extra days to bring the four day break to a seven day break.  (We would be charged approx £50 each for the flights and £99 for the hotel to bring
back to a 7 days break).  This means that we would be paying an extra £199.00 on top of what we have already paid. I said I was not willing or able to pay anything more.
 The holiday was not what I asked for and that there must be a problem with your website.  Emma kept reiterating the above points and the procedure for changing /
cancelling a booking. She would not contemplate that there may have been a problem with the site. I then asked to speak with someone else and Emma put me onto her
manager Kelly.  Kelly said the same thing but she did say if we paid the extra money now and Expedia found it to be their own mistake we would be reimbursed.  My friend
and I used our last money and were going to be saving spending money untill we go on the holiday so we have no spare money at all. Why should a multimillion pound
company such as Expedia make the smaller consumer pay while they look into this?  It is simply not fair.  Kelly said it may have been that we made a mistake when
entering the dates we wanted.  We kept referring to my diary to ensure our dates were correct. Even if there was some sort of system error we did call your offices
no more than 12 hours later (the very next morning) so are Expedia saying that we now need to pay £199.00 for a system or typing mistake?
Kelly said she would ask your department that look after your website to look into our transaction and would come back to us. Kelly said it may be after the bank
holiday weekend as she did not know if France had the same bank holiday!  I asked Kelly to make a note on our file that we were not happy with having to wait all the
long weekend to find out if we had a holiday at all this year.  Any extra payment will mean we will not be able to afford to go at all. I did get a call from Simon
from Expedia that same day.  He said the same thing as Kelly but was just letting me know he was taking over dealing with this query. He said we would get a call back
after the bank holiday weekend.

My friend Kayleigh (the other person travelling with me on this trip), called on the following Wednesday, as no calls were received from Expedia.
 Kayleigh spoke to Lindsey as Simon was not in on that day. First of all Lindsey said they hadn't had the info back from France yet, and we would have to wait
another day or 2. Kayleigh said she was not happy with this, we had already had nearly a week of not knowing whether we had a holiday or not.  Lindsey put Kayleigh
on hold for a few minutes and then came back to say they had in fact had the information from France and it showed that they were the exact dates that we had
entered.  We know it was not. Kayliegh asked if we could get some kind of proof and also if it could be investigated further.  Lindsey said we could not get any proof as it was on an
internal system.  I just cannot believe how unhelpful and uncooperative all the people we have spoken to at Expedia have been, surely we are entitled to some sort
of proof?

Lindsey advised Kayleigh that you have up until 9.30pm on the day of booking to cancel/amend your booking without any charge. We asked what the procedure was if you
book your holiday after 10pm at night?  Lindsey said we would have until midnight but we could not get through on your lines when we tried at approx 10.30.  All very
conflicting information.  We are still no clearer on what your policy is here.

To make matters even worse, we then received two e-mails from Expedia. The first e-mail states 'We have received from the airline a schedule change concerning your
forthcoming flight. These changes will be reflected in your itinerary when you next access the Expedia.co.uk web site and are summarised below.'  The second e-mail
states 'We note that your return flight leaves in the early hours of the morning and we would like to draw your attention to the fact that you are booked to stay in your
hotel until after your flight leaves.  Expedia has taken this precaution as a courtesy so you can use all the facilities of your room right up until you leave for
the airport.'  So we have had our holiday moved to a three day break now!  Are Expedia going to compensate us nearly £200.00 as we have been asked to pay?  There
is no mention of this in your e-mails...not even a sorry for cutting our break short again.

I am a seasoned traveller.  My parents have lived in Australia for 7 years now so I go there at least every year. I always get quotes from Expedia and have travelled
with your company before.  I am totally disillusioned by Expedia now and want nothing more to do with your company.  I feel we have been treated so very badly. In
this current climate not everyone can even afford a holiday abroad.  We were both looking forward so much to this holiday but now it has been marred with this
terrible customer service and we still do not know if we can have a holiday at all this year.

I have called my credit card company (as has Kayleigh).  We have been advised to raise the issue in writing with Expedia and if we are not happy after 27 May 2009
then we can dispute the payment officially.  We will be doing this. My credit card company have advised me that 2 payments came out of my account that night.  One was
Expedia and one was 'Travel Company'?  We were not told that 2 payments would be taken and why was it taken by 2 different companies?  (Kayleigh also paid 20% on her
credit card).

Expedia's payment system can get authorisation in an instant from the banks but then Expedia have no means to unauthorise the money when it goes wrong?  This is unfair
to the consumer.  If Expedia did not take the money all that would happen is that the authorisation code expires after 3 days.



Expedia are ATOL registered (not ABTA unfortunately) and I believe that Expedia are in breach of our Data Protection Act rights (Article 1- ), my Human Rights Act
rights (Article 1) and the 'Unfair Terms in Contracts' act because we didn't get provided with enough information to make a sound and proper decision. The Unfair Terms in Consumer Contracts Regulations 1999 (SI 1999 No 2083). Data Protection Act 1998, Principal 1: Personal data shall be processed fairly and lawfully, any further information which is necessary, having
regard to the specific circumstances in which the data are or are to be processed, to enable processing in respect of the data subject to be fair. Human Rights Act
1998, Article 1: "Every natural or legal person is entitled to the peaceful enjoyment of his possessions. No one shall be deprived of his possessions except in the public interest and
subject to the conditions provided for by law and by the general principles of international law. Everything about this booking is in breach of the law in
particular, the Supply of Goods and Services Act 1982.

I have been on the internet and searched to see if this type of thing happens often with your company.  Unfortunately I see it does.  In most of the stories an
acceptable outcome has only been reached when consumers are forced to write 'long winded' letters / e-mails to the CEO of the company.
 I am hoping that you will reply to my letter / e-mail and stop us from having any further upset.  I would request that all monies be reimbursed to our accounts. If I
get any charges on my account I will be asking that Expedia pay them. I will also be sending a copy of this correspondence to BBC Watchdog and eventually our credit
card companies.

Just as a foot note. I just called your number on Tuesday 2 June 09 and asked what the current CEO's name and contact details were. From the internet I have read that
Caroline Cartellieri is very good at replying to all letters and helping people but I understand she has now left the company. I also asked for the latest update on
this query and was told that they had not heard back from France yet.  When I said we were told you had heard back already, the reply was 'oh well they have replied to
us but it did not make sense what they have put so we need to chase them up'! I asked to speak with this person's supervisor and was put onto Beverly.
More confusion and Expedia still have our money in their account. I was also on hold for 5 minutes as I waited for Beverly.  Beverly listened to me but could not help
until they had heard back from France. I asked Beverly for the CEO's contact details and she placed me on hold while she tried to find this information out. She said she
may need to 'google it'.  

Beverly could not find out the information I needed and has now said she will need to e-mail someone internally for the CEO's details and so will call me back. It is
now Thursday 4 June 09 and no one has called me back with this information. This means that I will need to chase up Expedia yet again and I feel this will be a waste
of my time.

I would appreciate a response from all this e-mail / letter has been addressed to if
possible.

We look forward to your response


Yours sincerely

Kim Cogley

Kayleigh Clarke

Copies of this letter also sent to following recipients asking for their
feedback:

            -    Paul Browne

-          Customer Services - Expedia

-          Barclaycard VISA

-          ATOL

-          BBC Watchdog

-          British Guild of Travel Writers



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