Monday, May 05, 2008 is sorry that the wait was so long

In fact...they were so sorry, the folks at waited about seven months or so to finally get back to me with an apology.

That seems a tad long, given the nature of my original complaint.

First, a little background. Back in October, 2007, I wrote about my issues with Expedia's call centre. The gist of it was that I was on hold for hours over the course of a few days without ever getting through to anyone who could help me.

You can read the original post here.

In the days that followed the original post, I added a couple of updates to the story, but the end result was that I never did hear back from anyone at the company.

Until today.

Here's what showed up in my inbox this morning:
Dear Traveller,

At, we value your business and want you to know we're committed to providing you with quality service. We are contacting you because our records show that you contacted our customer support centre and may have experienced a longer than acceptable wait time.

We sincerely regret any inconvenience you experienced. A number of events contributed to long wait times including administrative and system changes compounded by much higher than expected call volumes.

While we know the reasons for the issues will be of little comfort to you, we hope you will accept our apologies. Please be assured that our customer support centre is once again operating to the standards you require and have come to expect from

As a way of showing our appreciation for your business, we are offering you a $50.00 electronic voucher to be used for a future travel booking. This voucher can be used on any flight, Expedia Special Rate hotel, or Build Your Own Package on The voucher is valid until March 31, 2009 and can be used for travel completed by December 31, 2009. Full Voucher Rules can be viewed by clicking here.

To deposit this electronic voucher into your account, click on the link below; you may need to sign in before you can save the voucher to your account.

We look forward to helping you with your future travel plans.


Sean Shannon
Managing Director
Note the "Dear Traveller" opening. I suppose it's a step up from "To Whom It May Concern" but I can't say it makes me all warm and fuzzy. You know there must have been a big problem (although they haven't mentioned it to me) when you have to send out form letters to disgruntled customers.

Sorry Sean. I appreciate that you're a fellow traveller, and the original problem was probably not your fault, but lost this customer quite awhile ago.

Since the fiasco last year, I've used several times, with no problems. I haven't had to call them with a problem, since everything has worked fine. But just for fun, I called their customer service centre and my call was picked up right away. Just like it should be.

Technorati Tags:
, ,


Anonymous said...

I got the same email, but I don't remember having any problems with Wondering if it's a phish.

Anonymous said...

Expedia use a company called hrg for call center but hrg was making major mistakes. Expedia pulled out around Oct 07. Call center is now done inhouse.