re: The last thing I need is to ever deal with Expedia again

[Dave Farber <dave () farber net>]

Begin forwarded message:

> From: Dennis Allison <drallison () gmail com>
> Date: December 9, 2009 5:41:40 PM EST
> To: travel () customercare expedia com
> Cc: dave () farber net
> Subject: Fwd: [IP] The last thing I need is to ever deal with  
> Expedia again

> *** FOR IP OR NOT, YOUR CHOICE***
>
> I found Expedia's behavior described in the post below to be  
> outrageous.   Dave Farber is a long-time friend of mine and a myriad  
> of others.  This message was posted to the "Interesting-People"  
> mailing list which has tens of thousands of members, mostly  
> scientists, journalists, and policy makers, each influential in  
> their own right and most frequent travellers.  It is, for Expedia, a  
> public relations disaster.
>
> I was so angered  that I took it upon myself to call Expedia  
> customer service and see what could be done help to resolve the  
> situation,  I read the posting to the woman I spoke to, she  
> indicated she was sorry but she could not do anything.  I am not  
> privy to the details of Dr. Farber's problem with the gift  
> reservations he gave his son for at trip which must be rescheduled  
> because his son's mother (and Dave's wife) is dying and in  
> hospice.   I suggested that she take a proactive role and call Dr.  
> Farber and try to resolve the issues directly.  She said that she  
> could not do that.   She could not provide a telephone number for  
> Expedia's offices where I could talk with someone who could resolve  
> the issues, whatever they may be.  She recommended that I send the  
> posting with a cover letter  to travel () customercare expedia com and  
> that it would be addressed promptly.  So, that is what I am doing.
>
> I am requesting that someone with the appropriate level of authority  
> call Dr. Farber and facilitate the resolution of this problem.  You  
> will need to be responsive Dave's situation: it is a major stress to  
> have a life partner in Hospice and likely to die in the near term  
> and, at that point, need to deal with this kind of situation.  If  
> you take this kind of proactive action and resolve things to Dave's  
> satisfaction (he is a reasonable guy), I am sure he will report that  
> on Farber's list (as Interesting-People is known) and you'll recover  
> some of your credibility with the readership.
>
> Please confirm to me by email that a call has been made and that you  
> are working to resolve Dave's problem.  I am anxious to learn  
> whether Expedia can step up to a situation of this sort and behave  
> in a supportive fashion.
>
> Dennis Allison
> Computer Systems Laboratory
> Stanford
> allison () stanford edu
> sent from my gmail account: drallison () gmail com
>
>
>
> ---------- Forwarded message ----------
> From: David Farber <dave () farber net>
> Date: Wed, Dec 9, 2009 at 1:00 PM
> Subject: [IP] The last thing I need is to ever deal with Expedia again
> To: ip <ip () v2 listbox com>
>
>
>  A month or so ago, my son Manny  finally took me up on my offer to  
> provide a honeymoon trip for him and his wife to  Hawaii to stay at  
> Kona Village resort's. As you know my wife is most likely terminally  
> ill and my son needed to reschedule his trip. I phoned Kona Village  
> and they were perfectly happy to allow him to reschedule without  
> charge due to the situation. United Airlines was also willing to  
> reschedule.
>
> However interactions with Expedia, which were necessary since they  
> hold the money until the trip was taken, yielded a complete refusal  
> to do anything. I find this. to put mildly, shocking.
>
> I've tried to reach out to see people at  Expedia but they seem not  
> to be reachable.
>
> I need this like a hole in the head right now. It's become an issue  
> not of the money but of a company that seems to have no heart.
>
> At this time I would strongly recommend any other travel agency  
> other than Expedia.
>
> Dave
> 412 726 9889 will
>
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