The anatomy of Expedia's Best Rate Guarantee failure

Filed under: Business, Budget Travel, Consumer Activism

Shortly into my third week in the battle to get over $1000 refunded by Expedia's Best Rate Guarantee program, despair sets in. The thin, smooth glass on the surface of my smartphone is caked with layers of sweat and the anytime and rollover weekend minutes that I once cherished are now memories long lost. I've started telling the agents in the call center which options they need to be choosing on their local screens before they ask and preparing for long waits, taking 20 minutes here and there to leave my phone at my desk and go for a stroll or get a sandwich. It finally occurs to me that perhaps this is part of Expedia's strategy: frustrate the users so much, make them so physically angry and emotionally drained that they give up the fight for their refunds and just give up in disgust.

This is now how the Best Rate Guarantee program should work. A feature used by many Online Travel Agencies (OTAs), a Best Rate Guarantee is a tool that creates equilibrium in the travel pricing market. Say, for example, you run a search on your favorite airline website and find an itinerary that costs $500 in a certain fare bucket at a certain time. If you find that exact same ticket for a higher price on Expedia, all that you need to do is book the higher ticket, call their agents and ask to be refunded the amount of the difference. As a reward, Expedia also offers a $50 coupon for later travel. The refund, on the other hand, should be issued within 5-7 days. In theory.

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The anatomy of Expedia's Best Rate Guarantee failure originally appeared on Gadling on Tue, 31 May 2011 09:30:00 EST. Please see our terms for use of feeds.

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