Originally Posted by iahphx
If I had to guess what is going on in that poorly run company, you seem to have the customer service dep't -- perhaps directed by some relatively low-level supervisor in that department -- confirming customer's reservations because they think that is corporate policy.
At the same time, you have the big shots setting a policy that such reservations will not be honored past November.
And because of the poor management, the big shots don't know that the customer service dep't is sending out confirmatory emails!
What a mess. And what a poor reflection on their outfit. Isn't anybody over there at least reading flyertalk?
That's certainly a possibility. It is also possible that the big shots set a policy of honoring the reservations, and communicated it to Customer Service, and that USA caught a low-level PR type, David Dennis, who was out of the loop, and he repeated what he thought was the company's policy. Since there has now been time for the USA today story to be picked up by news services in the UK, they might be relying on it as Expedia's policy, and trying to conform to it. When you have two different areas of a company giving out contradictory information, it seems unreasonable for that company to expect us to decide which is their real policy, just as unreasonable as it is for them to expect us to decide which are their real rates and which are phony.
