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Archive for December 23rd, 2009

I thought I booked a flight Sunday to Ottawa, Canada, on Expedia.

I learned in a half-hour phone call with Expedia Tuesday that the travel service that invites you to “find your perfect trip” online doesn’t honor the reservations that it purports to make. So I won’t be flying to Ottawa on an Expedia reservation. Or anywhere. Ever again. I can’t understand a business that doesn’t honor its commitments.

My experience with Expedia underscores three important principles of doing business in the digital age: (more…)

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