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…)