Question: I recently booked a trip for my family of five to travel from San Francisco to San Jose del Cabo through Expedia.
My 80-year-old parents, who live in New York, planned to join us to celebrate their 50th wedding anniversary. I suggested that my dad book through Expedia as well. My father called and said that he was having some trouble getting through the prompts and he asked if I could help him book the trip. So, I booked the trip for my parents and requested that Expedia forward all confirmations to my dad’s e-mail address.
Three days later my dad phoned to say that it didn’t look like his trip was confirmed, so he asked me to check on his itinerary. I looked it up and it did not appear to be confirmed. I called Expedia and they suggested my parents call their credit card company to see if their account had been charged. If it had not, we would need to re-enter the credit card information. My parents called their credit card company and were told that a charge had not posted. I then re-entered the credit card information and saw that the tickets were showing “confirmed.”
Three days later, my mother called to say that she contacted her credit card company to double-check that the charge went through and was told that US Airways had placed two charges on her account. My parents immediately called for help. I contacted Expedia, thinking it was a simple mistake and after spending no less than three hours on the phone with their customer service rep, was advised that US Airways was unwilling to remove the additional booking. Can you help us? — Lisa O’Brien, Novato, Calif.
Answer: Expedia should have only made one reservation for your parents. When it became clear that there were two, the online travel agency should have issued a quick refund.