Expedia - An Update
It seems that persistence and politeness pays off.
I posted about my refund saga with Expedia here a week ago, detailing how infuriating it was to get cut-n-paste responses from customer services. The final email I received was from someone a bit higher up, and finished on a more positive note, but I had heard nothing for a few days.
Just now, I had a phone call from an unknown number. I picked up, and it was a guy from Expedia. After a minute or so of explaining the situation, he told me that Expedia was giving me a full, unequivocal refund of all baggage charges that I incurred, straight to my credit card.
Hurrah!
I would like to think that the tone of my emails and communications to Expedia helped the situation, in that I was completely calm and clear. Even though I was seriously pissed off, both in the airport (as the girlfriend will testify) and while emailing them back and forth. I doubt that this guy got a refund.
So score one for the consumer! I don’t take back what I said about Expedia, although I note that they have changed the booking process to include a paragraph regarding baggage costs:
The booking made with the low cost airline will not include any extras such as: checked baggage or priority boarding. If you wish to purchase these items or if you need to change or cancel your flight, please contact us at … [their emphasis]
I think I made a difference!