Emailing Expedia

Do company executives have the right to keep their e-mail addresses secret? If you’re talking about a defense contractor — or if the “company” is the C.I.A. — then the answer might be “yes.” But if you’re in the customer service business, your e-mail address should be a matter of public record.

Unless, of course, you’re Expedia.

A company representative contacted me yesterday to dispute my assertion in its file that Expedia intentionally makes its e-mail addresses difficult to find.

I changed the wording in Expedia’s file to say that its e-mail naming convention “seemed” to make it more difficult for people to contact an executive. I also offered to completely remove the offending paragraph if Expedia would provide me with working addresses for Angie Blackburn, Steven McArthur and Dara Khosrowshahi.

I’m waiting for an answer.

Christopher Elliott

Christopher Elliott is an author, journalist and consumer advocate. You can read more about him on his personal website or contact him at Got a question or comment? You can post it on the new forum.

More Posts - Website - Twitter - Facebook - LinkedIn - Google Plus

  • Expd_Rat

    Just spend 90 minutes waiting on customer support line for Expedia. The issue is not yet resolved since they never picked up the phone on the line.

    The reservations will answer the phone in a minute, ensure you have no more business to give them and then transfer you to customer support line that plays bad music on a bad line. No one answers.

    When specifically asked to talk to manager at the reservations line (which invariably answers in less than a minute after you dial), the coward managers will NOT come to the phone.

    There are blogs from 2006 about the same issue, hence they have no intent of doing anything about this. I gave them $1500 business in last 24 hours. Now on Expedia will not a get a penny more from me.

  • K Mayne

    I can’t even tell you how mad this makes me!  I have spent in excess of 7 hours the past 4 days trying to get an error fixed on my ticket.  Needless to say…they have their money so they could car less about the customer service!  I have tried to talk to a (very elusive) manager or supervisor or get an email response to no avail.  I WILL NEVER USE EXPEDIA AGAIN and will continue to spread the word of caution to others.