America West and Expedia Experience

june 26, 2005

On our way home from Las Vegas, my wife and I had a flight out of Las Vegas on America West and a connection in Orange County to San Jose on American. The American West flight was delayed an hour, so we would have missed our American flight. The obvious thing for anyone to do in that situation is to call their travel agent. So, I called Expedia and they were just as useful as tits on a bull. Basically, the guy told me that he couldn't do anything for me, but was happy to "sell us tickets" if we could not get home. Now that is just plain bad customer service. I approached the America West counter and they were more than happy to help my wife and me out. They went out of their way to get us on new flights home -- the flights eventually were delayed also, so they again helped us get a new flight into San Francisco with a shuttle back to San Jose. I applaud America West's commitment to their customers (even when they have connecting flights with other airlines). I criticize and denounce Expedia for their terrible customer service -- sure they are a low-cost travel agency, but they should do much better when their customers are stranded. Next time, my wife and I will try Yahoo! Travel, Travelocity or one of the other travel sites.