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Get a quote today., expedia travel insurance: plans, costs, reputation, & services.

Expedia markets itself as “the world’s travel platform.”

In business since 1996, the company has grown to be one of the biggest travel insurance providers in the world.

It has several plans with different coverage levels suitable for a variety of travelers, helping keep its spot as a leading travel insurance company in the industry.

Expedia’s plans can be customized with a variety of add-ons and extra benefits that let travelers make sure they get the best travel insurance for their needs and budget.

Travelers can find out more about the costs of an Expedia travel insurance plan by visiting its website and inputting their personal information, with the details of their planned trip.

The company routinely provides flights and hotels, bundling travel insurance as part of this main offering.

Expedia’s travel insurance is only available for purchase when you book your trip and accommodation with the company.

Aon Affinity Travel Practice, who administers Expedia’s travel insurance policies, has a rating of A+ from the Better Business Bureau (BBB).

This is an indicator of the efficient way this company deals with complaints that are filed against it.

While it had 49 logged complaints within the last 12 months, according to the BBB, the company’s prompt response time is reflected in its A+ rating.

Expedia provides a mobile app which gives its customers the ability to file a claim from anywhere in the world.

It also offers 24/7 telephone support.

While this is a pretty standard offering in the travel insurance industry, it’s a great relief knowing that if you need to talk to your travel insurance provider from a different time zone, you’ll be able to.

An insurance company’s financial stability is regularly overlooked by potential customers, but can often be just as important as analyzing travel insurance reviews.

Expedia’s underwriting company, Stonebridge Casualty, has received a rating of “A” by A. M. Best through its parent organization Transamerica Casualty.

Financial stability should always be something to consider when you’re looking at travel insurance providers .

Expedia Travel Insurance Coverage & Plans

Expedia travel insurance offers a wide variety of coverage plans to ensure protection across a variety of situations.

Each offering has several available levels of coverage, so there’s a big chance you can find something that’s right for you to protect you when you’re away from home.

Expedia travel insurance provides the following types of coverage:

• Comprehensive
• Trip Cancellation/ Interruption
• Accidental Death

Expedia Package Protection

This plan provides trip cancellation and interruption coverage.

It also includes reimbursement for any expenses incurred if your travel is delayed due to mechanical failure, strike, or adverse weather conditions.

This plan also protects you in the event of medical emergencies and can help with the costs of medical expenses and medical transportation.

Baggage and personal property is covered, so any lost, stolen, or damaged items during travel can be replaced.

If a hurricane warning has been issued and you need to change the specifics of your trip, the company may waive cancellation fees and liaise with its partnering companies to waive its associated fees as well.

You can also receive assistance with re-booking the entirety of your trip, including your flight and any activities you may have booked.

Though Expedia only offers one travel insurance plan, the company has a wide range of add-ons.

These include coverage for lost passport and document assistance, emergency cash, translation services, medical case management, and concierge services such as restaurant or event referrals and reservations.

While these add-ons may understandably increase the cost of your travel insurance, they also provide you with a greater degree of protection and offer added value.

Expedia Travel Insurance Costs

Travel insurance generally costs between 4 and 8 percent of the total trip.

While this is the industry standard, the actual costs of your travel insurance usually depend on the level of coverage you select and how comprehensive your plan is.

Travel insurance companies base their actuarial math on several factors.

The length of the trip is a significant determiner, as the longer you’re traveling, the more likely adverse calamities could occur. Destination dramatically impacts the price as well.

If you’re visiting an area with a high crime rates, political unrest, or poor infrastructure, to name just a few, insurance providers may view you as a higher risk. The age of the policyholder can also influence the price of the premium.

Generally, consumers aged 70 or over can expect to pay considerably more for their travel insurance.

The price of travel insurance is calculated based on risk, and the older you are, the more your risk increases in the eyes of the insurance providers.

Travelers can get a quote from Expedia by visiting its website and providing precise details of the trip that they plan on making.

Expedia doesn’t have annual options available, so it may not be possible to get a standard rate year in year out.

There’s no minimum age limit for insuring children via this company, though dependents are covered under their parents’ policy.

Expedia only refunds policies purchased ten days before the trip, provided no claims have been made.

Customer Reviews & Reputation

Before purchasing any travel insurance policy, it’s important to look at the insurer’s reviews, to gain insight into the company should you need its services on your trip.

Expedia (through Aon Affinity) has been awarded the Better Business Bureau’s highest rating of A+.

Though this rating is not uncommon, it is noteworthy that Aon Affinity has closed 49 complaints in the past 12 months.

This high volume of complaints can be attributed to the fact that this company is quite a large insurance provider.

Customer Assistance Services

When you take out a travel insurance plan with Expedia, you benefit from 24/7 support and access to its mobile app, with paperless claim filing available.

Choosing a travel insurance company that has modern interfaces is always a good choice, as instant access can significantly reduce your stress should something go wrong on your trip.

Another critical aspect to consider, and one which may not initially cross your mind, is whether the insurance company you choose has 24/7 support available.

This is particularly important for travel to far removed time zones from your own.

Expedia also provides additional concierge services such as ground transportation, up to the minute travel advice, and event or restaurant referrals and bookings.

Expedia Travel Insurance Financial Stability

Financial stability is an essential factor to consider when choosing an insurance company.

Dedicated credit rating agencies such as A.M Best, Standard and Poor’s, and Moody’s analyze insurance companies and report their findings, publishing results regularly.

Good ratings with any of these are generally indicative of a company’s ability to meet its obligations.

Expedia is underwritten by Stonebridge Casualty, a subsidiary of Transamerica Casualty, which has received a rating of A from A. M. Best.

This high rating shows that the backing company can meet its ongoing insurance obligations.

If there were any concerns with the quality of the coverage offered by this company, or of its ability to make good on claims, A. M. Best would have a lower rating.

Expedia Travel Insurance Phone Number & Contact Information

• Homepage URL : https://www.expedia.com/
• Provider Phone : (877) 227-7481
• Headquarters Address : 333 108th Ave NE Ste 300, Bellevue, WA 98004-5736
• Year Founded : 1996

Best Alternatives to Expedia Travel Insurance

Not satisfied with what Expedia has to offer? These companies provide great travel insurance alternatives:

Additional Providers

There are several other travel insurance providers that deserve consideration as well which you can see in our Best Travel Insurance Companies article.

These companies didn’t make our list of top providers but we have created some more detailed reviews  that you can view below:

• Allianz Travel Insurance Review
• Aon Travel Insurance Review
• Carnival Travel Insurance Review
• Chubb Travel Insurance Review
• CSA Travel Insurance Review
• Expedia Travel Insurance Review
• Hotwire Travel Insurance Review
• IMG Travel Insurance Review
• InsureMyTrip Travel Insurance Review
• JetBlue Travel Insurance Review
• John Hancock Travel Insurance Review
• Medjet Medical Transport Insurance Review
• Orbitz Travel Insurance Review
• Patriot Travel Insurance Review
• Priceline Travel Insurance Review
• Progressive Travel Insurance Review
• Red Sky Travel Insurance Review
• Ripcord Travel Insurance Review
• Travel Insured International
• Travelex Travel Insurance Review
• USAA Travel Insurance Review
• USI Affinity Travel Insurance Review 
• World Nomads Travel Insurance Review

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Home » Online Shopping » Flights / Hotels » Expedia Course » Expedia Customer Service Info and Tips

Expedia Customer Service Info and Tips

Hopefully, nothing goes wrong with your trip when you book through Expedia, and everything’s smooth sailing. However, since Expedia is only a middleman between you and the travel service companies, there is a greater chance that a mix-up will occur than if you book things directly with a hotel, airline, car rental company, or cruise line. This is the unfortunate trade-off for getting better deals on your trips.

Just a heads-up that some of the services we’re reviewing here have affiliate partnerships with us, so we may earn a commission if you visit one of them and buy something. You can read more about how this works at https://techboomers.com/how-to-support-techboomers .

In the event that you need to correct something, you can call Expedia’s customer service hotline at:

• 1-866-310-5768 (inside the U.S.)
• 1-404-728-8787 (international)

Tips for Dealing with Expedia Customer Service

Unfortunately, there are many stories on the Internet about people who feel that Expedia’s customer service department hasn’t treated them very fairly. Regardless of how many of those stories are true or not, the fact of the matter is that we don’t work for Expedia, so we can’t change how their customer service department or their policies work.

The best that we can do for you is give you a set of general pointers so that you’re prepared to deal with Expedia’s customer service department, or one of their partnered travel company’s customer service departments, in case the worst should happen.

Read the fine print . Though we realize this is something that a lot of people don’t like or bother to do, it can save you some frustration when it comes to understanding why Expedia or a travel company isn’t doing much to help you. On the flip side, it can also be a source of evidence for you if you don’t think either of these groups is following their own policies.

Be patient, but persistent . Like most customer service departments of large companies, Expedia’s is very busy, and you should be prepared to be put on hold at points from times ranging from 10 minutes to 30 minutes, or even an hour. Do your best to keep calm and stay on the line for as long as you can. It’s the only way that you’ll make progress in solving the problem on Expedia’s end.

Ask for a supervisor or manager . Generally, the higher up the customer service ladder you go, the better the chance you’ll find someone who has the authority to act on your problem. Again, it may take some patience to get in touch with them, so be prepared for that.

Make physical/written copies of important information . This includes things like booking confirmations or any other special requests that you make through Expedia, such as specific seats on an airplane or a certain number of beds in a hotel room. This way, you have evidence on your side if there’s a problem.

Double-check your bookings with the actual travel companies . These companies are ultimately the ones you’re doing business with and providing the accommodations for your trip. Therefore, they have the final say when it comes to what you get. Plus, they’ll probably be more worried about having their public reputations damaged than Expedia will be.  After you book, call each travel company involved in your trip and ask for a written confirmation of anything specific that you’ve asked for through Expedia, such as a certain hotel room type or seat on an airplane. Or, better yet, record your phone call (and tell them you’re doing so for verification purposes) and ask for verbal confirmation that you’ll be getting exactly what you asked for. This puts the burden on them to back up their word.

Act early and often . The sooner you act and the more you work to resolve a problem, the greater the chance that you’ll be able to get a full refund, or at least some form of compensation. Plus, the problem will be off your mind and you’ll save yourself a nasty surprise.

Ask for physical records… or make your own! A good idea is to always ask for the name and employee ID number of any customer service representative whom you deal with. Also try asking the customer service representative to send you an email saying that they will fix the problem, and stay on the line until you receive it.  Or better yet, record the phone call, and tell the representative on the other end that you’re doing so for verification purposes. Again, this is so that you’ll have evidence to back up your claims if you’re having trouble solving the problem.

If all else fails, consider bringing in a third party . If neither Expedia nor the travel service at the heart of the problem is proving to be much help, consider going to a third party. Call your bank or credit card company and let them know what’s going on, and they may help you recover your money or stop Expedia or one of their partnered travel companies from charging you for anything that you shouldn’t have to pay for.  You may also want to file a complaint with a consumer advocacy group, such as the Better Business Bureau, and see if they will step in to help resolve the problem.

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Coverage available to residents of U.S. states and the District of Columbia only. These plans provide insurance coverage that only applies during the covered trip. You may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coverages. You may wish to compare the terms of each policy with your existing life, health, home, and automobile insurance policies, as well as any other coverage which you may already have or is available to you, including through other insurers, as a member of an organization, or through your credit card program(s). If you have any questions about your current coverage, call your insurer or insurance agent or broker. Coverage is offered by Travel Guard Group, Inc .(Travel Guard). California lic. no. 0B93606, 3300 Business Park Drive, Stevens Point, WI 54482,  www.travelguard.com.  CA DOI toll free number: 800-927-HELP.

This is only a brief description of the coverage(s) available. The policy will contain reductions, limitations, exclusions and termination provisions. Insurance underwritten by National Union Fire Insurance Company of Pittsburgh, Pa., a Pennsylvania insurance company, with its principal place of business at 1271 Ave of the Americas, Floor 41, New York, NY, 10020-1304. It is currently authorized to transact business in all states and the District of Columbia. NAIC No. 19445. Coverage may not be available in all states.

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Does Expedia Have 24-Hour Customer Service? Everything You Need to Know

Traveling can be an incredibly exciting experience, but it can also be stressful when things don’t go according to plan. That’s where customer service comes in, and when it comes to booking travel, you want to make sure the company you choose has reliable and efficient customer service. Expedia is one of the largest online travel agencies in the world, but does it have 24-hour customer service? In this blog post, we’ll explore the ins and outs of Expedia’s customer service, including whether or not they offer 24-hour support, how to contact them, and the pros and cons of using their customer service. Whether you’re a frequent traveler or just planning your next vacation, this post will provide you with the information you need to make an informed decision about using Expedia.

What is Expedia?

Expedia is an online travel agency that was founded in 1996 as a division of Microsoft. In 2001, it became a standalone company and has since grown to become one of the largest online travel companies in the world. Expedia operates in over 70 countries, offering travelers the ability to book flights, hotels, rental cars, cruises, and vacation packages. The company has a vast network of travel partners, including airlines, hotels, and car rental companies, which allows them to offer customers a wide range of travel options at competitive prices.

Expedia’s website is user-friendly and easy to navigate, with a variety of search filters that make it easy to find the perfect travel options for your needs. The website also offers travel guides and reviews, so you can get a better idea of what to expect from your trip. Expedia has also developed mobile apps for iOS and Android, making it easy for travelers to book their trips on the go.

One of the unique features of Expedia is the Expedia Rewards program. This program allows customers to earn points on their bookings, which can then be redeemed for discounts on future travel. Expedia Rewards members also have access to exclusive deals and promotions.

Expedia’s Customer Service

Expedia has a reputation for providing excellent customer service, and they offer a variety of ways for customers to get in touch with them. Customers can contact Expedia’s customer service team via phone, email, or live chat. The company also has a dedicated customer service Twitter account (@ExpediaHelp) where customers can ask for help or get support.

Expedia’s customer service team is available 24 hours a day, seven days a week, to assist customers with any questions or issues they may have. The company has customer service teams located around the world, which allows them to provide support in multiple languages.

In addition to traditional customer service, Expedia has developed a self-service platform called Expedia Partner Central. This platform allows hotel partners to manage their inventory, rates, and availability, as well as access analytics and reports. This system streamlines the booking process, making it easier for customers to find the right hotel at the right price.

Expedia’s customer service team is known for being responsive and helpful, with a focus on resolving customer issues quickly and efficiently. The company also offers a satisfaction guarantee, promising to work with customers to resolve any issues and make things right.

24-Hour Customer Service

One of the most significant benefits of using Expedia is its 24-hour customer service. This means that no matter what time of day or night it is, customers can get in touch with Expedia’s customer service team for assistance.

24-hour customer service is particularly important for travelers, as issues can arise at any time. Whether it’s a flight delay or a problem with a hotel reservation, having access to 24-hour customer service can help alleviate stress and ensure that issues are resolved quickly.

Expedia’s 24-hour customer service is available via phone, email, or live chat. The company’s phone support is available around the clock, with separate phone numbers for customers located in the United States and Canada, as well as international numbers for customers located in other countries.

Email support is also available 24 hours a day, and customers can expect a response within 24 hours of sending their message. Live chat support is another option for customers who prefer to communicate via chat rather than phone or email. The live chat feature is available on Expedia’s website and mobile app, making it easy for customers to get help on the go.

In addition to traditional customer service channels, Expedia also has a robust help center on its website. This help center includes a variety of articles and guides on topics like booking, cancellations, refunds, and more. Customers can also use the search function to find answers to specific questions or issues they may be experiencing.

One of the potential downsides of Expedia’s 24-hour customer service is that wait times can vary depending on the time of day and the volume of customers seeking assistance. During peak travel times, such as holidays or the summer vacation season, wait times may be longer than usual. However, the company is known for prioritizing urgent issues and working quickly to resolve them.

How to Contact Expedia’s Customer Service

There are several ways to get in touch with Expedia’s customer service team. The easiest and most convenient way is to use the live chat feature on the company’s website or mobile app. This allows customers to get help quickly and easily without having to wait on hold or navigate through a complex phone tree.

Another option is to call Expedia’s customer service hotline. The phone number is available on the company’s website and varies depending on the customer’s location. Customers in the United States and Canada can call 1-800-319-4834, while international customers can find their specific country’s phone number on Expedia’s website.

Email support is also available 24 hours a day, and customers can expect a response within 24 hours of sending their message. To send an email, customers can fill out the contact form on Expedia’s website or send an email directly to [email protected].

Finally, customers can also reach out to Expedia’s customer service team via social media. The company has accounts on Facebook, Twitter, and Instagram, and customers can send direct messages to the accounts to get help or ask questions.

Pros and Cons of Expedia’s Customer Service

Expedia’s customer service has several benefits, including its 24-hour availability, multiple channels of communication, and knowledgeable representatives. The company’s customer service team is known for being responsive and helpful, with a focus on resolving issues quickly and efficiently. Additionally, the help center on Expedia’s website provides a wealth of information and resources for customers to use.

However, there are also some potential downsides to Expedia’s customer service. Wait times can be long during peak travel times, and some customers have reported difficulty in getting their issues resolved. Additionally, while the company’s representatives are knowledgeable, there have been some complaints about their level of empathy and willingness to go above and beyond for customers.

Alternatives to Expedia’s Customer Service

While Expedia’s customer service is generally reliable and efficient, there are some alternatives for customers who prefer a different approach. One option is to book travel directly through the airline or hotel’s website, which often has its own customer service team available for assistance.

Another option is to use a travel agency or booking service that specializes in personalized service and support. These agencies often have dedicated travel advisors who can assist with everything from booking flights to planning itineraries and recommending activities.

Finally, some credit card companies offer travel concierge services as a perk of their premium cards. These services provide personalized assistance with travel booking and planning, including access to dedicated customer service representatives who are available 24/7 to help with any issues or questions.

Frequently Asked Questions (FAQs)

Here are some frequently asked questions about Expedia’s 24-hour customer service:

• Does Expedia have 24-hour customer service? Yes, Expedia offers 24-hour customer service through various channels including live chat, phone, email, and social media.
• What kind of issues can Expedia’s customer service help with? Expedia’s customer service team can assist with a range of issues including booking changes, cancellations, refunds, and general travel questions.
• Is Expedia’s customer service available in all languages? Expedia’s customer service is available in several languages, although the availability may vary depending on the customer’s location.
• How long does it typically take to get a response from Expedia’s customer service team? Expedia aims to respond to all customer inquiries within 24 hours of receipt. However, wait times may vary depending on the volume of requests.
• Can I cancel my reservation through Expedia’s customer service? Yes, customers can cancel their reservations through Expedia’s customer service team. However, cancellation policies may vary depending on the specific booking and provider.

Tips for Getting the Best Customer Service Experience

To get the best customer service experience with Expedia, there are several tips and tricks that customers can follow:

• Be clear and specific about your issue: When contacting Expedia’s customer service team, be as specific as possible about your issue or question. This will help the representative understand your needs and provide a more targeted solution.
• Use the most convenient channel: Expedia offers multiple channels of communication for customer service, including live chat, phone, email, and social media. Choose the channel that is most convenient for you and provides the quickest response time.
• Keep all relevant information handy: When contacting Expedia’s customer service team, make sure to have all relevant information about your booking or issue on hand. This includes your reservation number, travel dates, and any other relevant details.
• Stay polite and patient: While customer service representatives are there to help, they can only do so much within their given parameters. Staying polite and patient can go a long way in getting your issue resolved in a timely and satisfactory manner.
• Follow up if necessary: If your issue is not resolved to your satisfaction, don’t hesitate to follow up with Expedia’s customer service team. Escalating the issue may result in a more favorable outcome.

Overall, Expedia’s customer service is reliable, efficient, and available 24 hours a day, seven days a week. The company offers a variety of channels for customers to get in touch, including phone, email, live chat, and social media. Expedia’s customer service team is known for being responsive and helpful, with a focus on resolving issues quickly and efficiently. 24-hour customer service is particularly beneficial for travelers, as it allows them to get help at any time of day or night. While wait times may vary depending on the volume of customers seeking assistance, Expedia’s commitment to providing excellent customer service makes it a reliable choice for booking travel.

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AI, self-service are taking over travel. Will everything become a DIY experience?

Annette Johnson thinks the travel industry is taking self-service too far. She has watched airlines drop their phone support and add fees for airport check-ins that use a human agent. Some air carriers are even tearing out their kiosks and prodding passengers into using a phone app at the airport.

"It feels like you're being punished if you need a little help," said Johnson, a travel adviser based in Colorado Springs, Colorado. "I hate that."

The trend started earlier this year when Frontier transitioned to "fully digital" communications by eliminating its phone center. Last month, Alaska Airlines removed check-in kiosks at nine airports and told customers to use Alaska's app to download boarding passes or print them at home. It's part of Alaska's $2.5 billion plan for "a more seamless" travel experience.

Check out  Elliott Confidential , the newsletter the travel industry doesn't want you to read. Each issue is filled with breaking news, deep insights, and exclusive strategies for becoming a better traveler. But don't tell anyone!

All this is happening against the backdrop of the artificial intelligence revolution, which is spreading quickly in the travel industry. Expedia last month announced a new in-app travel planning experience powered by ChatGPT , which allows users to get travel recommendations from AI. Kayak also said it would begin using ChatGPT to help customers plan trips. These developments promise to remove human advisers from travel planning almost completely.

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Travelers are lukewarm to the idea of automation. A recent study by travel technology company Travelport shows most travelers (77%) have already interacted with a chatbot, although it doesn't specify if the exchange was positive or negative. It's not hard to guess: Three-quarters of respondents still want the option of talking to a person.

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So what's getting automated in travel?

There's no question about it: Travel is becoming more of a "do it yourself" experience. Here's what's getting automated:

• Booking. Artificial intelligence powered by technology like ChatGPT is slowly replacing human agents. Expedia's foray into AI is just one of what will be many announcements. AI is clearly the future of booking.
• Check-in. Airlines and hotels have introduced mobile check-in options that allow you to check in for flights or rooms using your smartphone. In some cases, this is replacing the self-service kiosks at the airport.
• Customer service. Many travel companies have added chatbots to their sites that can answer common customer questions and help with booking and other tasks. The technology uses AI and natural language processing to understand customer queries.

By the way, I asked ChatGPT to tell me what the travel industry was automating. It got two out of three right. (Hey, ChatGPT, scan this story.)

I'm not even including all of the automation that isn't customer-facing, like back office and revenue management systems that use AI. And I skipped the novelty items like robots serving meals – although at the rate things are going, those will soon be common.

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Why travelers don't like self-service

Travelers don't hate the whole do-it-yourself movement – just parts of it. 

Johnson, the travel adviser from Colorado Springs, said she likes the convenience of self check-in and uses it herself. But her agency, which specializes in theme park vacations , works with passengers who aren't as comfortable with it, so she has to coach them through the self-service check-in process.

"Frontier has recently started asking if you will need assistance at the counter," Johnson said. "If so, then you pay an extra $20 per person (in) each direction." 

When her daughter tried to check in online for a recent Frontier flight from Denver, the system blocked her and directed her to talk to the agent.

"She was afraid this would mean she would have to pay an extra $20," Johnson said. 

Fortunately, the agent checked her in without asking for more money. But Johnson wonders who is really benefiting from the automation – passengers or the airline?

Frontier says it's passengers.

"Automating our processes for check-in, bag tagging and generating a boarding pass are designed to help customers breeze through their travel experience and avoid waiting in line," Frontier Airlines spokesperson Jennifer de la Cruz said. "Automation also helps us keep our costs down, which ultimately benefits consumers in the form of lower fares."

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What's good about self-service in travel?

The travel industry likes to frame automation as a "win-win." Customers benefit by getting faster service and maybe even lower prices, and companies save on staffing.

Sometimes it is. Adam Harris, CEO of the hospitality management software company Cloudbeds , said he just spoke with a customer who loves automation. Installing a virtual check-in at her hotel group has saved her about 16 hours a week in staff time.

"In checking in guests, there's a lot of standing around and waiting for your guest to arrive, and delays happen all the time," he said. "After switching to virtual check-ins, she turned the former receptionist position into a guest experience manager, whose job now is to curate local experiences for the guests."

The results? Guests loved the new experience manager, leading to an increase in positive ratings. But win-wins are rare.

What the critics think of travel industry automation

As you can probably imagine, the travel industry also has mixed feelings about self-service. Airlines and hotels love the potential money savings. But travel advisers are not thrilled.

Mitch Krayton, a travel adviser and owner of Krayton Travel in Denver, says the trend benefits only the companies. The businesses have no intention of passing the savings along to their customers. Bottom line: There's no substitute for a professional ticket agent or hotel receptionist.

"Self-service only gives you false expectations that you will be as successful as a professional," he said. "It doesn’t – and you won't."

Automation may support basic travel bookings, but observers say it has yet to prove itself when it comes to fixing some of the problems that are likely to emerge this summer. Those include rebooking complex itineraries o r taking care of a passenger with special needs .

"Self-service bookings and check-in facilities can be problematic enough," said Bill McGee, a senior fellow for aviation and travel at the American Economic Liberties Project . "But self-service troubleshooting never works."

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Is self-service here to stay in travel?

Still, self-service is a thing in travel, and the trend is only accelerating. That means it's just a matter of time before you find yourself at an airport without even a check-in kiosk, fumbling for your phone. Or at a hotel with no check-in desk. Or talking to ChatGPT when you contact a company.

"To introduce automation effectively, you must lead with a human-centered approach," said Mario Matulich, president of Customer Management Practice . 

Customer service experts tell me there's a silver lining. In a self-service, AI-enabled travel industry, it'll be easier to find quality airlines, car rental companies and hotels.

"The human element is crucial, and personal service can be a major differentiator," said Mike Taylor, managing director for travel, hospitality and retail at JD Power . The best companies will refuse to outsource important customer service functions to an AI or force their customers to use a self-service app. And over time, that will become increasingly clear.

Maybe that's a good thing. I see a future where travel companies that don't care about customer service go completely self-service. ChatGPT answers the phones. You're basically on your own. Figuring out which companies are worth booking shouldn't be that difficult.

Elliott's tips for dealing with self-service travel

• Learn the shortcuts to a human. If you're stuck talking to an AI, there's almost always a way out. Words like "operator" or "agent" will usually get you to a human. And if not, you can always hang up the phone or discontinue the chat and try again. Many companies have apps with a "chat with us" function that can connect you to a human being.
• Make arrangements before you leave. If you don't have a cellphone or can't use technology, you can usually call an airline's special services desk to find out how to check in manually with a human agent. At a hotel, politely ask for help if you can't check in with your phone. 
• Avoid extreme DIY. It will soon be obvious which airlines are aspiring to be the Ikea of the skies, where you have to check yourself in and tag your own bags. If you'd rather avoid that experience, now is the time to steer clear of the worst offenders.

Christopher Elliott  is an author, consumer advocate, and journalist. He founded  Elliott Advocacy , a nonprofit organization that helps solve consumer problems. He publishes  Elliott Confidential , a travel newsletter, and the  Elliott Report , a news site about customer service. If you need help with a consumer problem, you can  reach him here  or email him at  [email protected] .

Travel | Travel Troubleshooter: Expedia said it would…

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Travel | hustle and effort help magic earn game 7 shot in cleveland, things to do, travel | travel troubleshooter: expedia said it would refund my tickets four years ago. help.

I waited a few months, but the refund never showed up on my credit card. I contacted Expedia in early 2022, and they told me to contact Air Transat for my refund. I did, and an Air Transat representative said the airline had already sent my refund to Expedia.

I’ve contacted both Expedia and Air Transat on numerous occasions since then, and I’ve also asked my credit card company for help. It says that there’s no record of a refund from Expedia or Air Transat.I would love to get my refund. Can you help me?

— Keith Dawe, Toronto

ANSWER: Expedia should have refunded your money four years ago. I believe this is a new record for the longest airline refund case. (Congratulations, Expedia!)

Air Transat is a relatively small charter airline, so that might explain the initial delay. But at some point, Expedia should have taken ownership of this problem and helped you get a refund. Instead, it looks as if you bounced between Expedia, Air Transat and your credit card company for years. Literally, years. You must be exhausted.

What happened? It looks as if Air Transat refunded part of your purchase with a check, which appears to only cover taxes and fees. This left an outstanding balance of about $1,002. Air Transat claims it sent the money to Expedia, but Expedia said it never received the money.

Here’s the thing: When you buy an airline ticket through an online travel agency, it is responsible for the refund. It doesn’t matter if the airline refunds it or not. So, if Expedia says that you’re entitled to a refund, and it promises to process a refund in a few weeks, it’s on Expedia.

You were way too patient with your airline and online agency. You should have received the promised refund promptly, and if you didn’t, you should have filed a credit card dispute to recover your funds.

I list the names, numbers and email addresses of the Expedia executives on my consumer advocacy site, Elliott.org . A brief but firm email to one of them might have motivated Expedia to find your missing money.

I contacted Expedia on your behalf. In response, the company apologized and admitted that there was “an error with the refund.””The refund has been processed,” a representative said. Expedia also added $200 worth of points to your loyalty account as an apology for the delay.

Christopher Elliott is the founder of Elliott Advocacy , a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him at elliottadvocacy.org/help/ . (c) 2024 Christopher Elliott Distributed by King Features Syndicate, Inc.

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