Pre-cancellation
When I booked my trip through Expedia to London and Amsterdam in October I didn’t think we’d end up canceling. Three days before my trip I didn’t think I’d cancel. It started with receiving an email from my superintendent letting staff and parents know that if we planned on traveling to a level 2/3 country we would have to quarantine for the CDC recommended time of 14 days.
The day before my trip the president announced a ban was being placed for travel to Europe and while the UK would not be affected as a group my husband, parents, and I decided to postpone our current plans.
Canceling travel, and dealing with Expedia agents
I booked through Expedia and tried calling as soon as the announcement was made. Their phone lines were down and so was their website. It sucked. I sat there wondering when I would finally get a ring and be moved from being told that they were experiencing technical difficulties. The first phone call dropped after an hour and twenty minutes. The second phone call took about an hour and forty minutes to get an agent. Both of the agents that I spoke to in my 4 hour+ call were extremely nice and understanding.
When I tried the chat option 
Too many visitors on their site and phone lines
Dealing with the unknown
It can be tough not knowing what to do, and I can only imagine the number of phone calls they were receiving, not just from people who’s travel was the next day like me, but from people who would be traveling in the coming weeks. I’ve seen a lot of posts of people complaining about how long it’s taken for them to get through. Was I happy to wait for hours? No, however, we have to understand that no one was prepared for this, they are experiencing high call volumes.
I know not everyone’s experience with Expedia has been the same as with me. I’ve been very happy with their service the two times I’ve had issues.
When Island air shut down Expedia worked with me in refunding me the price for that ticket and booking me a different flight with Hawaiian airlines for $0. Most recently with Covid-19, they issued me vouchers for my travel so we can schedule it at a later time. I understand it’s a hard time for us to deal with cancellations and long wait times but patience is key.
Be kind, Show compassion
When I ended my phone call with the agent I thanked him for his time and told him I hoped things would get better. I apologized on behalf of others that may not be thinking rationally and told him I hoped this would all get resolved soon. He thanked me and said I was the most understanding conversation he had that day. He ended up giving me a $200 credit just for being kind.
We have to be better at understanding that none of this is the agents’ fault they are there to help and are dealing with thousands if not more phone calls. Please be kind to those working at stores, call lines, medical facilities, etc. all of this is out of their control and not their faults.
I look forward to replanning my trip to London & Amsterdam later this year. Am I bummed? Of course, but better safe than sorry.
Check out my favorite travel moments that I’ve had so far. Hopefully, they inspire some positivity. I will also still be posting what I packed for London & Amsterdam, so be on the lookout for that soon!
Wow, that is such a long time! I would have hung up after an hour and called my travel insurance instead! But, it goes to show that being kind and patient pays! You got a $200 credit! woop! woop!
I think we all need this reminder to be kind! Although we are in the midst of disaster, the people that are trying to help us are human as well and deserve compassion and kindness. I’m sure all travel companies are extremely overwhelmed at the moment and are just trying to do the best that they can.
I had a similar experience with a Canadian airline and also managed to get vouchers to use in the future which is great!
Yes! I feel so bad for a lot of the employees they are dealing with a lot right now.
Love this reminder to be kind! I know these times can be frustrating but It’s important to remember it’s not their fault.
It’s been so crazy these past few weeks. Clients have been calling me daily to talk about their options. I’m a travel agent, and that is one of the perks of using an agent -you don’t have to deal with the cancellation/rescheduling- they do it all for you! 🙂
Good for you for being so sweet! I imagine some people would be reeeeally mad after waiting so long to speak to someone. It sounds like kama worked in your favour. 😀
I’m sorry your trip had to cancelled though. I guess there are people all over the world dealing with this, as well as a lot of small businesses hurting. 🙁
Yes, I worry a lot about small businesses. My husband’s family actually had to close their family business temporarily. Hopefully, all this goes away soon and people stay safe. While I was not initially happy that my trip was canceled, and I am still upset I’m glad we decided not to go.