Here is a copy of the letter I mailed to the president of Expedia. Never heard back from anyone.

(It might interest you to know that Expedia owns hotels.com®, Hotwire®, Expedia® Corporate Travel, TripAdvisor® and Classic Vacations®. <http://overview.expediainc.com/phoenix.zhtml?c=190013&p=overview>)

Dara Khosrowshahi
President, Expedia Inc
3150 139 Ave SE #500
Bellevue, WA 98005 Nov 6, 2007

Dear Mr Khosrowshahi:

I would like to bring to your attention a problem I had doing business with Expedia.ca. I emailed the following message to customer service via expedia.ca site Sept 25/07, and never received a response.

I am very unhappy with the service I received from Expedia yesterday. I booked a flight Sept 23 eve and on Sept 24 am I called to change my ticket. I was put on hold for over 2 HOURS. When an agent finally took my call, she said she'd have to check about fines for changing the ticket. Then I was cut off. She didn't call me back, and I have yet to receive a response from the email I sent yesterday.

I called Expedia corp and they connected to me to an agent from expedia.com. She said she couldn't change my ticket because it was from Expedia.ca. I wasn't willing to be put on hold for another 2 hours and was desperate to get my flight re-booked so she told me to call American Airlines and make changes through them. They answered the phone quickly and re-wrote my ticket. However they charges me 53.00 $ to change the ticket, and a15$ booking fee. I don't think that is fair and I request compensation. Also want to make sure I am not being charged twice for my ticket.

There are several problems here. 1) Expedia promises to reply to email requests within 24 hours. 2) The agent should have called me back. 3) I made a change in less than 24 hours and should have been given a courtesy reprieve from fines. 4) It is unacceptable to be put on hold for over two hours.

This unfortunate series of events will influence my future buying decisions when it comes to booking flights online. I do hope you can find a way to resolve these problems.