Do I have a case?

[luvthesun]

Hi again!

I know this sounds like a sly way for everyone to read the end of my trip report, but I'd really like your feedback on whether or not you think I got a raw deal.

When you have time, (it's a little long) please read my last installment on page 3, and please let me know what you think.

thanks, and sorry... I'm too impatient to wait for everyone to check back to the trip reports.

http://tulum.info/showthread.php?t=1912

[kimba]

FWIW: I *always* try to get a refund, or a free ticket, or an upgrade if something weird happens that wasn't my fault. Of course, always flying USAir helps!

The thing to do is to start with 'it says 1255PM here and this is what I used as my itinerary'. When they say 'but we sent you 3 emails ...' you interrupt and say, 'but this is what I printed out as my itinerary ...' and then stick to your one line. If you let yourself be manipulated into wandering off of your target, you'll lose.

Start with Jet Blue and if that fails go to Expedia. Expedia is only the broker for the ticket, so I would not expect much, but well worth a try.

[minniemex]

I guess I differ slightly in opinion, I would go to Expedia first - they are the ones who printed the itinerary wrong. I do agree however to not get put off track about other emails. (by the way, do they show AM instead of PM??) - I guess what I see first always sticks in my mind, and I hardly ever look at what time I arrive home at. Our Sunday newspaper has a column that helps travelers who believe they have been wronged and also has a web site that offers advise on how to pursue problems. I will look later today and add it here.

[FITZ]

This sounds like you had quite an interesting last day! At least it didn't start off like that!
I would contact everyone involved in this mess and demand compensation-plus. I would also make it clear that you belong to travel forums. I have e-mailed sveral of my complaints. I found that my reponses were answered faster when I sent my complaint through the mail. Do both, and do not give up. Don't ask for a satisfactory response, demand it!

[luvthesun]

I think I will call Expedia first, (or e-mail them )because they are the ones that sent me the wrong itinerary and, when I picked my departing flight, gave me the wrong choice.
We called our credit card company, and they said there is nothing we can to about the charges on the car... Theft isn't covered...which makes sense in a way. A dishonest person could get away with a lot if that was the case.

Minniemex... the other e-mails DO say AM, I am embarrassed to say. I guess I was so excited about my trip that I didn't check twice. I had printed out my itinerary and I thought I was good to go.

I'm glad I kept the first e-mail as proof.

[longbeach]

The least I would do is write a letter to the President (CEO) of both JetBlue and Expedia...it is a mistake they would want to retify in the future. You may not get compensated, but you may prevent future aggravation for other travelers.
BTW, thanks for sharing this...I will certainly pay attention to flight times in the future. Just a hint for the future, try to book directly with the airlines.

[mariposa]

Call them and keep calling back til you get a person who's sympathetic. If that doesn't work write letters to both Jet blue and Expedia CEOs. And luv, I didn't know when we were telling you about the gas station scam at dinner that it had happened to you guys! That SUCKS. Good for you though for not letting your bit of bad luck affect your love for Tulum. We were lucky that weswitched to a better car from our crummy chevy comfort..That wouldn't have helped with the theft though..and that's scary because we kept all kinds of stuff in our trunk!

[luvthesun]

yea... I can't let those kind of things ruin my vacation.

But you made a good point...EVERYONE leaves all kinds of things in their trunk. We just didn't have anything in there at the time I guess, and we have no idea where or when it happened because the lock was put back so cleanly. You would never know what happened unless something was missing. I have heard that trunks are actually very easy to break into, and that it's probably better to leave things under your front seat if you can.

[beachreader]

Yes, I didn't think the car thing would be covered, and since you just discovered it at the end of the trip, that's tough.

The guy at Continental told me that it was really important to call as soon as you discover damage, so I wonder if you had called them as soon as you discovered the popped lock, that might have covered them on their insurance? I don't know. Might be something for one of us to bring up next time we rent. You know, "a friend of mine had X happen, how can we handle it if it happens to us?"

[AdGuy]

Originally, I had posted this response after your final installment of your trip report:

Typically, I lean more on the side of a business than a consumer. Owning my business for over a decade and helping major companies with their customer loyalty and client generation efforts, I see just how http://smileys.smileycentral.com/cat/23/23_4_113.gif (http://www.tulum.info/redirector.php?url=http%3A%2F%2Fwww.smileycentral. com%2F%3Fpartner%3DZSzeb001_ZNxmk762YYUS) some folks can be.


That said, you've definitely got a case against Expedia and I would not take no for an answer. Start with their customer service BUT put everything in writing. They'll take you much more seriously than if you deal with "Shirley" in India on the phone. Clearly (and calmly) state the problem, the costs this problem caused you (both tangible and intangible) and quantify what you are looking for in compensation. Make no threats and don't get snarky (no horn blowing either, hubby)...allow them the chance to make this right...you may be pleasantly surprised!
__________________


Then, you shared this additional information this morning:


Minniemex... the other e-mails DO say AM, I am embarrassed to say. I guess I was so excited about my trip that I didn't check twice. I had printed out my itinerary and I thought I was good to go. I'm glad I kept the first e-mail as proof.

With that latest piece of information, I'm going to change my "you definitely have a case" response to a "if you're really lucky they may throw you a bone" response. Yes, Expedia made a mistake on the initial email...BUT they corrected that error on the following communications. As long as that information was shared with you on a timely basis (not five minutes before your flight down) it is your responsibility to review and respond to their communications. It's kinda like if I were to book a flight that left at 10:30AM and the airline, two weeks later, lets me know they've changed the time to 10:00AM due to some rescheduling needs. I have to adjust my arrival time for the flight or cancel that ticket and get a refund. I can't just show up at the gate at 10:15AM and expect the plane to be there. Bottom line...you had a contract with the airline, they changed the contract, you didn't notify them that you were no longer interested in the revised contract, so the new contract stands. That said, if they were smart marketers they'd offer you something to win some goodwill. Let's keep our fingers crossed.

[kimba]

I agree with AdGuy 100%. I only said to go to JetBlue first because I'm so used to dealing directly with airlines. And most of my 'problems' (not really problems because I travel on flex time) are due to overbooking or mis-management of a situation.

[AdGuy]

I agree with AdGuy 100%.


I just never get tired of hearing that! http://smileys.smileycentral.com/cat/36/36_1_21.gif (http://www.smileycentral.com/?partner=ZSzeb001_ZNxmk762YYUS)

[minniemex]

Here is what I found -

http://www.elliott.org/help/expedia/

It gives the names of people - might be of some help......

[luvthesun]

WOW!!! Thanks Minniemex! That's perfect! Thank you so much!