Reda Mithany

Extremely Disappointed with the Lack of Empathy and Support – A Booking Mistake Met with Zero Flexibility

I am deeply disappointed with my recent experience with Expedia, and feel compelled to share the unempathetic, rigid, and unsupportive customer service I encountered.

I made an honest mistake while booking a ticket — I intended to book a flight from London to Cairo, but due to a simple and very human error, the itinerary was accidentally reversed to Cairo to London. I realized the mistake shortly after booking and reached out immediately to Expedia, hoping for a basic level of understanding and flexibility.

What followed was an extremely frustrating experience. I spent over two hours on the phone, being passed back and forth between junior and senior team members, repeatedly explaining the situation. Despite my polite approach and willingness to pay any fare differences or processing fees, Expedia flatly refused to amend the ticket or provide any form of assistance. Their representatives cited rigid policy constraints without even attempting to explore options or show a shred of empathy.

What upset me the most wasn’t just the financial loss of having to book a new ticket entirely at my own expense, but the lack of human compassion. This was not a no-show, a last-minute cancellation, or an attempt to change plans whimsically — it was a straightforward and clear booking error that could have been easily resolved, especially if any effort had been made.

I expected better from organizations that claim to prioritize customer care. Mistakes happen — and while policies exist for a reason, a good customer service team knows how to navigate exceptional circumstances with empathy and discretion. Sadly, that was entirely absent from my interaction.

I am sharing this experience not just out of personal frustration, but to caution other travelers: if you make an honest mistake, don’t count on any support or understanding from this team. You’ll be met with cold scripts, robotic replies, and a wall of bureaucracy that leaves no room for grace or good customer service.

I have been a loyal user for years, but this experience has seriously shaken my trust. I sincerely hope the management reads this and takes it as an opportunity to reflect on how a little compassion can go a long way in customer loyalty and reputation.

very unfortunate that I subscribed Shayn gave me his number and promised to help after I paid her declined to help

Initially, I requested a one-year property lease and provided you with my job letter, which clearly outlined the probationary terms applicable to NHS Surgeons. You agreed to these terms. However, instead of waiting for me to sign the contract, you signed it without my consent. This situation leaves me vulnerable to potential contract termination by Northampton Hospital, which could result in my inability to meet rent obligations.

In January 2023, I terminated the contract as previously discussed, and you acknowledged my intention to vacate by initiating the property's marketing. Nevertheless, you later denied having commenced this marketing effort. Evidence on Zoopla clearly indicated the property's availability for rent, and in accordance with our agreement, I planned to leave on July 21st. I also observed that approximately eight prospective tenants had viewed the property before our departure. You have been consistently sending me emails that threaten legal action and falsely accuse me of damaging the property, despite my leaving it in the same condition as when I moved in, with the same furniture. I have repeatedly explained that I work as an emergency NHS surgeon, and these recurrent, threatening emails have adversely affected my ability to deliver medical services.

Furthermore, when I expressed my concerns to you, your responses remained unchanged.

Consequently, I am now seeking action from the court and the ombudsman to address this matter.

very bad customer service
they wanted to change my flight
by simply paying again

hassan qureshi is great experienced banker

Awful company
Awful customer care team
I was on a contract with pay monthly SIM with note 20’ultra

I paid 1100£

Then they canceled my contract as I just delayed the payment once

I tried with Khalid he said he is manager
But actually he said we will refund you 10£ this is the only solution

I laughed and I regretted that I have had this deal with Tesco ......$@((@

Awful company
Awful customer care service
I called them to get my SIM back
After paying 1000£ with a complete contract

Then they cancelled

Really I don’t recommend
Them

Very excellent