Travelmole.com has recently followed a story where a couple with a long-running customer service complaint against hotels.com had to resort to tracking down the company’s vice president on LinkedIn and emailing her direct in their desperate bid to get the money they were owed.
They took the last resort after a two-month battle with the Expedia-owned hotel reservations site over a series of problems with a booking for a week’s accommodation in Tenerife.
Marieke Flament, VP Europe, ME and Africa replied “We (are) taking another look into your case and will get back to you as soon as possible. Many thanks for your patience.”
This is totally insane! Instead of challenging the complaint, the VP should look into the company’s customer service as it is evident from the inconvenience that it caused to their paying customers, that something is wrong!