An Expedia customer in Los Angeles was surprised to find that her New Year’s travel reservation had suddenly been canceled — and, adding insult to injury, a nasty message from an employee on her itinerary.

The woman logged into her account on Expedia’s website last week after she received an email alerting her that the trip had been canceled — without her consent, CBS Los Angeles reports. That’s when she says she found the message, “F—k you!” in her itinerary.

“I thought it was a joke,” she said. “No way this could have happened.”

She says the trouble started two days earlier when she complained that she’d been charged for travel insurance for her eight-month-old son, despite the fact that he didn’t need a ticket, and would be sitting in her lap. Afterwards, she responded to an online survey about her customer service experience.

“I was honest,” she said. “I said, ‘You know what, the lady wasn’t helpful. I asked to speak to a supervisor and she wouldn’t let me speak to a supervisor.’”

After receiving the cancellation notice and nasty message, she called customer service, and says she was blamed for the canceled reservation. So she sent the supervisor a screen shot of the message on her itinerary — and didn’t hear a thing from the company. Not only that, she was told she wouldn’t be refunded the $600 she’d spent on the canceled tickets, and would be charged $200 to rebook her flights.

Expedia responded to a request for comment from CBS Los Angeles by apologizing for the incident, and saying it would rebook the woman’s flights, refund her money, and give her a $500 voucher.

“We take this matter very seriously and have opened up an investigation analyzing every click and action made by our customer service agents,” the company said.

Southland Woman Shocked By ‘F— You’ Message From Expedia Employee [CBS Los Angeles]

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