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Posted by Doe3001 on 02/25/2006
I'm running a site (http://www.victimsofexpedia.com) to alert as many people as I can about how EXPEDIA lies and cheat to customers. Check my site regularly for updates. Read the current status about my case at: http://victimsofexpedia.com/status.htm

My bad experience with EXPEDIA

I have to use also "attempt to commit fraud" because after almost 7 month, with the help of my credit card VISA" I was able at least to recover 1,294.95 U$S that EXPEDIA tried to keep for services that EXPEDIA never provided.

The rest of the document remains the same


This is my personal HORRIBLE experience with EXPEDIA (I'll make it short):
If you have a similar case, send me your story at: webmaster@victimsofexpedia.com

I bought (online from USA) a roundtrip from Europe to Southamerica. For this trip I needed a paper ticket thar EXPEDIA failed to deliver to me(one ticket was lost and the second they sent me to a wrong address). Anyway, one of their representative, adviced me by phone to go to Europe and they will arrange with the airline I get a ticket at the airport. They never did it. I called to EXPEDIA many times from Europe and the airline that I was supposed to travel with also contacted EXPEDIA. EXPEDIA never did anything to solve that problem that EXPEDIA generated and they didn't give me another solution. I had to buy (in Europe)another ticket from a different travel agency and I had to spend 15 extra days in Europe plus one extra week in Southamerica. I've also lost many days at my job. I had lost a lot of money and my trips were useless because I had to use the money I had to solve this problem instead of enjoying my trips. TO MAKE IT SHORT, I WAS ABANDONED IN EUROPE BY EXPEDIA AFTER THEY FAILED TO PROVIDE ME A TICKET I HAD ALREADY PAID WITH MY CREDIT CARD.

Now, after more that 5 months EXPEDIA claims that it was smy fault. EXPEDIA claims that they had put all the information in the airlane system. But when i asked where and when they cannot give me that information. I have documentations showing how many times I called them (and copies of e-mails I sent to them), I also have an e-mail from the airline telling me that EXPEDIA never contacted them and never put on their system the information necessary to issue me new ticket from Europe
This is what EXPEDIA claims in their webpage.
1) If you need support, we're here Expedia.com customer service agents are ready to help you with any Expedia.com travel concerns 24 hours a day, seven days a week. When you need help, use our support and feedback form. All e-mail receives a response within 4 hours. You may speak to a representative personally by calling us 24 hours a day at 1 (800) EXPEDIA [ 1 (800) 397-3342] or 1 (404) 728-8787. Agents will address any questions or concerns you may have about your Expedia.com travel planning or purchases.
Well, this was what I get from EXPEDIA

1) EXPEDIA’S supervisors repeatedly gave me wrong information and/or lied to me:
I asked many times by phone for a complete addresses where I could send my case. They promise me three times they will send that information by e-mail but I have never received that information. My e-mail address is working properly, so there was no excuse in that sense.

2) EXPEDIA lies about the product they are selling online
: EXPEDIA promises customer support including fast response by e-mail (within 4 hrs). During the duration of my trip, I had send e-mails to three different addresses (travel@customercare.expedia.com, travel@expedia.com, as well as to a web based e-mail at EXPEDIA’S customer support web page) but I never received any answer. This is a form of ONLINE FRAUD.

3) EXPEDIA selectively (and repeatedly) ignored my e-mails
when I was complaining about my ticket and all the problems I had. but they send and answer if I was asking for information about a trip. SO, IF YOU ARE GOING TO TO BUY SOMETHING, THEY WILL ANSWER YOU.

4) EXPEDIA abuses the EXPEDIA-customer relationship:
the continuous silence of EXPEDIA about my case during the duration of my trip was a clear abuse of EXPEDIA’S power since EXPEDIA’s supervisors knew that when I was abroad, I could not do anything else than calling to their customer support or send e-mails to different EXPEDIA’s addresses. In any of the cases, EXPEDIA never tried to solve my problems. EXPEDIA was always asking for things I cannot do from abroad. EXPEDIA knew I’m was in a foreign country with limited possibility to send information and still did not take care of my case using the e-mail addresses I provided to them.


6) Irresponsible behavior:
My problems originated by EXPEDIA that were originally easy (and cheap) to solve were and are still getting worse because EXPEDIA did not do to stop. I WAS IN A FOREIGN COUNTRY. ANYTHING COULD HAVE HAPPEN TO ME. I’m still loosing money for all these troubles. This was an irresponsible behavior.

everytime I called, I had to talk to a new agent. He or She had to retrieve all the information about my case everytime I call EXPEDIA. This cost me considerable expenses in international calls. More important it is probably the reason why different agents are never able to give me right information and fix the original problem generated by loosing the first ticket. Nobody has to pay for this inefficient customer support system.


One of the customer specialist at the "Customer Advisory Department" told me if I wanted to pursue this issue I should write to EXPEDIA's "Legal Department". I did it. But I never received any response from the "Legal Department". FInally, this Customer specialist told me later that "Any letters addressed to our legal department, that do not involve pending litigation, are transferred and are replied to by members of our department".

After that last letter EXPEDIA's never responded my e-mails. So, if you are planning to buy something from EXPEDIA, cross your finger if something goes wrong.

Some advices if you are buying something from EXPEDIA:

- Never believe what EXPEDIA's representative tells to you.
- Record all phone conversations: they say they record the conversations for "quality purposes". They will probably use that recording against you, but If the recordings are for your benefit they would say "Well, we random record conversations" and you will not have any proof of what the agent told to you.

- If you cannot record the conversation, ask them to send an e-mail. In that case you will have later something that can save you from their lies.
- Never send a message using their web based e-mail system. YOU WILL NOT HAVE ANY COPY THE MESSAGE YOU SENT TO THEM. Always use your personal e-mail account that allows you to save a copy of the message you have sent to EXPEDIA.

- If you have a similar case or if you are unsatisfied with EXPEDIA's service send me your case. I'm collecting many cases to initiate a legal demand against EXPEDIA.COM

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Posted by Sparticus on 2006-02-25:
What I can stand about expedia.com is the fact that they show you one set of prices while choosing your departure flight, and then whala! They show you a whole new set of prices while choosing your return flight! Why can't you just show me one price for a round trip... Don't make me go back and forth changing the price each time. This is the sole reason why I use Orbitz.com instead.
Posted by traveller2000 on 2006-03-23:
every online travel agency is working on a real time basis that is being provided of the real time inventory by the partner airline.
paper tickets... if you have not received your paper ticket, there are ways to resolve it.
1. if expedia is at fault, they will file for a lost ticket application for you via the airline itself.
2 if it is the couriers fault, they will get in touch with the courier and expect a refund from the courier itself.

i have been travelling a lot and got the same problem but they never leave me in the dark.
Posted by familytravel on 2006-07-09:
I book everything seperate....and I always use the actual airlines website. Might be more expensive....but a lot less headache, usually.
Posted by caryjw on 2006-08-08:
Thank you for your helpful comments. I will make sure to stay away. I've also had a similar experience. Please read below:

Priceline.com also really sucks!!! Buyer beware, do not book anything with
these crooks! The Management won't return calls. The tickets you buy
are worthless. They are not transferable, non refundable. Policy
sucks. I'd like to start a class action suit against Priceline. Anyone
interested? Email me please. The no refund policy is questionable.
Consumers should be protected here. In anycase, I will make sure to
promote Priceline.com in the worst possible way for the rest of my
life! Caren, good posting, I am with you 100% of the way!

Consumers and Priceline.com shareholders please read below:

The simple math of Priceline.com's business model.

1 screwed customer = $1,200. (average airline ticket) X 500 = $600,000
net profit for Priceline.com

In addition to this, Priceline.com resells your unused seat as
standby for major money! so add an extra $400,000.

They just profited a cool million by pissing off 500 people. Nice
business eh?

I'm going to bring this to the attention of the Priceline.com
shareholders meeting.
Posted by caryjw on 2006-08-08:
Thank you for your helpful comments. I will make sure to stay away. I've also had a similar experience. Please read below:

Priceline.com also really sucks!!! Buyer beware, do not book anything with
these crooks! The Management won't return calls. The tickets you buy
are worthless. They are not transferable, non refundable. Policy
sucks. I'd like to start a class action suit against Priceline. Anyone
interested? Email me please. The no refund policy is questionable.
Consumers should be protected here. In anycase, I will make sure to
promote Priceline.com in the worst possible way for the rest of my
life! Caren, good posting, I am with you 100% of the way!

Consumers and Priceline.com shareholders please read below:

The simple math of Priceline.com's business model.

1 screwed customer = $1,200. (average airline ticket) X 500 = $600,000
net profit for Priceline.com

In addition to this, Priceline.com resells your unused seat as
standby for major money! so add an extra $400,000.

They just profited a cool million by pissing off 500 people. Nice
business eh?

I'm going to bring this to the attention of the Priceline.com
shareholders meeting.
Posted by lennyk1313 on 2007-06-25:

They've done it again!

Priceline has not changed and never will!!!

I have named my own price on a hotel in a specific location at Myrtle Beach, SC (you can make a selection when you place a bid), and they accepted. Once I looked at the location of the hotel that they gave me it was no where near the location that I selected. After fighting with them for an hour over the phone and not being able to talk to a supervisor, because they are there only for administrative purposes, I was told to write an e-mail, which I did. Here is what I got back:

"This reservation is truly non refundable, non changeable, and non transferable. "

They do not guarantee the location yet there is a selection for it. Well once again another unsatisfied customer. Buyers be ware!!!
Posted by Wes on 2013-01-08:
The liars at Expedia did it to me today! I wish I saw this first. After booking everything I get to a page that says they cannot process my order and to contact them. So I did and at the same time noticed on my bank statement that they had already taken 1800 out of my credit card. No itinerary or flight details. no hotel bookings, nothing!
So I am furious with them and after waiting 2 hours on the phone as their idiots supposedly tried to call the airline, the hotels etc to see if it was booked they come back and say that it wasn't booked. I escalate it and want to speak to their manager..... more waiting. In the end he says they didn't speak to the hotel yet and want to confirm. I demand my money back since what the hell is it useful if I have a hotel booking with no flights. He assures me he will call me shortly as soon as he confirms. So I wait. He calls back and says no bookings have been made. SO I said ok, refund my money now. His reply was it will take up to 3 days. I go off my head because I have online businesses and know that is not true. When a customer is not happy I refund his money instantly! It goes into his account nearly overnight. Anyway, I call my bank as a double measure and tell them that it is a fraudulent transaction. We have very strict policies with credit cards and banks in Australia and it will be as good as redeemed no thanks to Expedia. I will keep all informed but I will never use these crooks again. It seems they can run this scam over and over again, earn interest on the huge amounts of money resting in their accounts and make a living off that alone. F@!k Expedia.
Posted by Rani on 2014-03-30:
I had a death in the family and had to book a flight ASAP using Expedia. I booked a round-trip ticket from Miami to Montreal March 17 in the am returning that same evening just enough time to go to the funeral. I made the reservation march 15 at 9 pm, but I never received the immediate confirmation, which I always do, so I went to bed. I woke at 3 am and tried to check in for the flight or choose my seat, I do not recall. When I finally received the confirmation I realized what the problem was. I booked the ticket departing Montreal to Miami, so the opposite considering I was in Miami.

Please keep in mind that this was just 6 hours after I booked my ticket. I called Expedia at 3:30 am because I was sure that they would refund or credit me the ticket. I am a long time customer of Expedia and spend at least $10000 a year with them so I was very confident. Wow was I mistaken. The initial call didn’t take very long as they would only give me a credit on a FUTURE travel because they would not change the routing of the ticket. They said it HAS to be the same ticket so Montreal Miami round-trip. I told her about the death in the family and she said to send the death certificate. I told her there was no way that I would ask my brother in law who just lost his son for a death certificate and that I would just pay the penalty. Very simply no penalty they said I had to buy a ticket all over and that they would credit be the 2100 $ for future travel. Being that it was 4 am at that point I dropped it and went to bed. When I woke up I called my travel agent and told her what happened. She said what they did was completely illegal and that I could use the credit towards any destination. I took her advice and called them. After a one-hour wait time and back and forth with the agent he finally agreed to give me a full refund and said that the email confirmation would be in my inbox shortly. He also said that it would take 3 to 5 business days for the credit to appear to my bank. One week went by and no email. I checked my credit card statement and sure enough a charge of $2,159.19 CAD
was processed. I called Expedia to make an official complaint on march 24 th and they told me that the phone conversations had to be reviewed and that they would get back to me in 72 hours. Five days went by with no call back so I called them once again to speak to another supervisor and this is what they replied to me.

“Dear Rani Zantout, Kindly note that this E-mail is a reply to your escalation request about cancelling your American Airlines ticket. Kindly note that we listened to your call with our agent and here is what we found: - Agent contacted her help desk and was advised ticket is non-refundable only eligible for future travel credit with American Airlines. - Agent went for the extra mile and called the Airlines directly to get you an exception but was adviced the same. Only exception is that they can waive the change fees in case there is a death certificate. - Agent in the end advised you the option for the future travel credit in which you agreed about. She processed cancelation and sent you the confirmation E-mail. We understand that you claimed that you called again in the same day and was advised with a refund, however we tried to locate such a call but was not able to find any record, plus no record of any agent accessed your account on the same date and no documentation found. So we are quite sure that the was no call initiated to Expedia for TD on this day except your call with the agent above. Findal resolution is that we were not able to find any agent error from our end. Please feel free to contact us if you have any further questions. Our Customer Support Representatives are available to assist you 24 hours a day, 7 days a week. Thank you for choosing Expedia For TD.”

I mean more unethical than that I have never seen. To go as far as to claim that I made up a one hour conversation with one of their reps is just disgusting!!!

Can you help me

Warmest regards
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Risks of Booking Air Tickets with Expedia
Posted by Jrt88 on 08/20/2007
Last month I booked tickets for me and my wife on Expedia for air travel later this week as follows: Continental First Class (refundable) EWR-DEN/ Frontier Coach (non-refundable) DEN-LAS / Continental First Class (refundable) LAS-EWR for later this week. My wife injured her back so I called Expedia today to cancel the reservation. They told me that I would have a credit of $3,063.78 on Frontier Airlines, since they are the “validating carrier” (carrier who issued the tickets) and that my refundable first class tickets had become non-refundable.

I would have assumed that Continental would have issued my tickets since they were the originating carrier and made up the majority of the cost and the travel – and since I live on the East Coast, a Frontier credit doesn’t really do me any good. A supervisor stated that the choice of validating carrier is “up to the airlines” and not something that Expedia had anything to do with. She said that there was no way to know ahead of time (before tickets were issued) which carrier would be the one who issues the ticket. And that hidden in their rules and regulations it states that when you book through Expedia, the entire itinerary is subject to the most restrictive ticket’s restrictions, so since my coach Frontier tickets were non-refundable, so was the whole itinerary.

I then called Expedia Corporate HQ and they gave me the number of the Corporate (as opposed to outsourced) Customer Service Department (800 615 1053). I ended up speaking with a friendly rep who explained that Expedia chooses the validating carrier based on the carrier’s commission structure and that Frontier’s commissions to travel agents are higher than Continental’s, so that’s why Frontier issued the tickets. So apparently Expedia not only knows who the validating carrier will be but chooses the validating carrier. When I pointed out that they should inform consumers that this was going on when booking their itineraries, the rep agreed and made vague promises to explore the issue, but couldn’t (wouldn’t) give me a refund or provide any other satisfactory solution. One footnote: Expedia said I could book travel through Frontier on Continental or another airline that has an electronic ticketing agreement with Frontier but the itinerary would have to have a Frontier leg.

Consumers should consider this when booking with Expedia. I don’t know if the other online travel sites do the same thing, but be careful.

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Posted by Anonymous on 2007-08-20:
Whenever you dump that much cash on travel it's a great idea to spend another $100.00 and buy travel insurance.
Posted by jrt88 on 2007-08-21:
With the exception of the Frontier portion (about $150), they were refundable tickets - so I had no need for travel insurance, or so I thought. Because Expedia chose to use Frontier as the validating carrier and Frontier's tickets were non-refundable, Expedia is now saying that the whole itinerary was non-refundable.
Posted by be on 2007-08-29:
the agent should have called frontier for you to refund the tickets. though the continental part is non refundable the frontier is the validating carrier, it is their ticket and besides you have to cancel the tkt due to medical issues. there is a 80-90% possibility to refund the tickets. it is how would the agent address the issue to frontier or manage the call. I also work for a travel agency. if i receive this type of call, yes the reservation is a non refundable but it is how we are to insist to frontier that it is a refundable ticket.
Posted by E.piphany on 2007-09-05:
i agree with you, expedia does need to inform customers who the validating carrier is before they book a ticket. and i'll tell you, honestly, a regular agent can't see who the validating carrier is until after it's booked. the people who put things on the website can see that...but they don't offer to list that on the website. however..the agent should have called frontier for you...they're not required to do that...but they should have done it out of curtosy. it wouldn't have guaranteed that you would've gotten it..but they should've exhausted all options. and it does state in all flight rules that the most restrictive rules apply..unfortunately, most people don't take time to read the fine print in terms and conditions (before i worked for a travel agency i never did) but next time...no matter who you book with...if you spend a decent amount of money on anything...well if you spend any amount of money that you'll be pissed if you don't get it back...read the fine print.
Posted by Anonymous on 2007-09-22:
Frontier Airlines Medical Policy:
Frontier will issue a refund upon receipt of supporting documentation.
Medical extenuating circumstance is defined as hospitalization, cancer, terminal illness etc.
Unacceptable medical situations include but not limited to cold, flu, broken bones, knee surgery etc.
In short, no refund. But the airlines could waive the change fee for rebooking.As the agent had said, it is the airlines discretion.

LEt me ask you jrt88, did you read the FLIGHT RULES in your itinerary? Because if you did, you would CLEARLY see if it is refundable or not (regardless of whether one airline is refundable and one is not). If you had READ THE RULES after booking and are not okay with it being non-refundable, you still have 24hours to VOID the itinerary.

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Expedia Cancellation Waiver Ripoff
Posted by M.tretter on 03/10/2006
When you book a vacation package with Expedia they flash an offer for a total cancellation waiver for a mere $35. What you find out later is that it does not cover airfare except under very rare circumstances (if you are a lawyer you may be able to interpret what those circumstances are). Granted you do get to reuse the airfare usually for an extra $100 charge from the airline (you don't need Expedia to get that offer). My suggestion is to skip the waiver because all it covers is hotel cancellation which can usually be changed or refunded if you go directly to the hotel.

My other suggestion is to use Expedia search to find hotels and airline schedules and then go directly to the hotel and airline. You will save money. Never buy the cancellation waiver or non refundable hotel rooms as this is a ripoff.

These agencies count on overwhelming you with lawyer made clauses that insure they make a profit no matter what.
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Posted by Anonymous on 2007-09-25:
Cancellation waiver for packages covers cancellations for everything--HOTELS,CARS and ACTIVITIES-- (shows,events etc) except published airfares. That is because expedia follows the airlines policy and expedia earns only five dollars per passenger for flight bookings.(even none for packages)Rest of the amount goes to----- THE AIRLINES.
You can actually save money by booking packages because it's highly discounted compared to individual booking.Try to compare and you will see. Plus you have more flight choices because you can combine airlines. It will also save you time because you won't have to contact different people.
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Expedia Made My Wife Cry
Posted by Expedia Experience on 10/31/2010
Expedia screwed me and my wife on her 40th birthday plans to Cancun. They didn't bother to tell us that Mexicana Airlines WENT OUT OF BUSINESS. We would have shown up at the airport if my wife hadn't tried to confirm everything was good prior to leaving. Expedia has done NOTHING to try to make this right. My wife keeps crying and we are both just SICK about it all...
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Posted by James_236 on 2010-10-31:
Mexicana Airlines filed for bankruptcy on 3rd August 2010. It was reported that they continued to honour their tickets for some time. If Expedia accepted your payment after that date, without telling you that Mexicana had filed for bankruptcy, Expedia owes you a full refund. Expedia is an agent and an agent needs to take care where it is sending your money. Paying your money to an airline that has filed for bankruptcy is not discharging its duty of care. If you had booked before 3rd August 2010, then your claim would be against Mexicana. Unfortunately, you would have to stand in line with Mexicana's other creditors.
Posted by getoverit on 2010-10-31:
Should be fairly easy to get a refund with a credit card dispute.
Posted by IhateExpedia on 2010-11-01:
I would like to have know how this story panned out, but I can guess: Expedia will state that it was the customers obligation to find out if the airlines will be functioning as of the date set. Expedia is under none of this said obligation, and it's in their fine print (Capitalization is from their website, not me):

So they are saying that there is a "risk" to using any service, and that Expedia is not responsible. It's such a broad way of saying it, that they can mean practically anything, oh, such as the airline not existing. Yeah, you can read it as a risk to travel to places unknown, I see it as as Expedia using words to make sure the customer never sees their money if Expedia screws up.

God, I hate you Expedia, with all my heart.
Posted by getoverit on 2010-11-01:
My read of that disclaimer is that there are things like plane crashes, hijackings, or even flight cancellations and re-schedulings that can severely impact people's lives. IMHO, that Expedia does not take responsibility for things like that is perfectly reasonable.

You should be able to get a refund but, as unfortunate as the circumstances might be, that's going to be as good as it gets.
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Expedia Travel Insurance (Berkley) Does NOT Cover Military Order Changes
Posted by Representing ALL Military on 10/27/2009
I am an officer in the military. I made flight reservations through Expedia.com two months out from the flight date, and I also purchase their travel insurance for $32. I thought I would be covered if I needed to change my itinerary.
A month out from flying, I received military orders that forced me to shorten my vacation and change my flight itinerary. I called Expedia and had my itinerary changed. However, Expedia referred me to the Berkley insurance company to get a refund for the switching fee of $150.00, thus wiping their hands clean of me.
I called Berkley and the customer service agent told me their policy does NOT cover military who have orders changing that would change their flight itinerary. I was shocked that a reputable company like Expedia would support an insurance company that did NOT support the military. Considering how much the military and their families actually fly, I wanted to make sure that NO MILITARY MEMBERS SHOULD PURCHASE TRAVEL INSURANCE FROM EXPEDIA IF THEY EXPECT TO HAVE ORDERS CHANGING THEIR ITINERARY, BECAUSE THEY WILL NOT BE REFUNDED.
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Posted by Ben There on 2009-10-27:
You should never make assumptions with insurance of any kind. Remember, insurance companies are taking the bet that something bad or unexpected won't happen to you - if it does you get a pay out. Because some things are much more likely to happen than others, those get excluded from the list. For example, travel insurance will take the bet that your house will not burn down before your trip... if it does they will cover your trip. However, there is a good chance that someone might have to change your schedule for work, so that is not covered. In the case of deployments, being in the military is a huge pre-existing condition and insuring a trip for that case is definitely not worth it to them.
Posted by JR in Orlando on 2009-10-27:
Excellent post Mr. Ben There.
Posted by godofwar on 2009-11-01:
and to add, to the point by mr ben, virtually no online travel site does provide an insurance that covers changes in military orders.
Posted by godofwar on 2009-11-01:
and to add to the point, virtually no online travel site does provide insurance that covers changes in military orders. so, might as well avoid travelling.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Expedia: Losing Faith in Customer Service
Posted by Annajwidman on 07/02/2013
Expedia: Losing Faith in Customer Relations

Today after an hour of arguing and being placed on hold I gave up. Tomorrow would have been one month of attempting to attain compensation for faulty information that will put me out at least a stack of cash.

For the past month I have been told repeatedly that this situation is my fault however, today I was told that the situation is my fault because I did not know that in some cases Expedia customer service representatives tell customers things to make them happy. Translation: a representative lied to me to make me happy?

I was also told that the only compensation the company could give me was a $50 voucher for a hotel (no flights). Unfortunately, that voucher would mean using Expedia again for something I don't usually use a third party to book. No Thanks.

*I was told over 72 hours ago that within the next 72 hours I would receive a callback concerning multiple ongoing inquires pertaining to my flight change. I have also been told the following:

*It is possible to only take only the second leg of my flight however I would not be refunded. (This e-mail prompted me to buy tickets to stay in Europe and not take the first leg of my flight)
(Protyasha 6/3 via e-mail)
*That the airlines were the ones that were charging Expedia to change the tickets --_Justine 6/20 (After calling the airlines I was told Expedia was the only one who could change a booking)
*I could change my reservation for a fee and would be able to conference call with the third booking party -Justine 6/21 (This never happened even when I called at the time we discussed on the phone)
*I can not change my reservation at all and will get a call back within 72 hours to talk about compensation for hours on the phone and miss information from Expedia --Faizan 6/25 (I NEVER received this call back after waiting almost a week)
* My case had been moved to high priority and I would receive a call back in 24 hours. (This never happened either)

This serves as a written record of the slew of miss-information I was fed. Apparently customer service agents at Expedia and Expedia UK are taught to appease customers by telling blatant lies or to hang up if they do not know what to do. When I finally talked to someone who could give me a straight answer (Either buy a 1,400 pound one way ticket or revert to your former plan eating whatever cost I put into the other tickets.....and P. S. there is NOTHING Expedia will do to compensate you for the money and time they have put you out) there was nothing I could do. Why would a company lead me in circles by telling me I could have conference calls and that they were looking into my case when that is all they needed to do. I talked to as many supervisors as I could and was told different things by each.
I will never use Expedia again.
The End
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Don't Book With Expedia. They Hold Money for Services Not Provided!
Posted by Tearls5 on 06/06/2012
COUNCIL BLUFFS, IOWA -- If you book through Expedia, and there is any problem at all with your transaction, you will have a hold on your account for the amount of the transaction even though it did not go through. DO NOT try again!!! You will end up with multiple holds on your account. I tried to book a flight on June 4th. I chose the flight, gave the credit card information, chose seats and then Expedia said the flight was unavailable and to try again. As they had already taken my credit card info, I DID NOT try again. Instead, I called the airline directly (spoke with a real person) who had the flight I had just looked at on Expedia for the same exact price and there were seats available.

I booked through the airline. I then looked at my bank account and found a pending charge from Expedia for $584.20. Thank God I did not try again! I called Expedia who told me the hold would be dropped in 24 hours. It didn't. According to my bank, it will drop tomorrow, June 7th. How can they even hold money for a service that they aren't providing? They can temporarily tie up your money because of problems they are having with their website. Never again will I use them. Book through an actual person at the airlines.
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Posted by Alain on 2012-06-07:
Thank you for your review which once again reminds me why I book directly!
Posted by Janet Lee on 2012-08-19:
This same situation happened to me on Friday. I wish I had read these reviews before I used Expedia. Never again. They need to be investigated.
Posted by Billiejeanb on 2013-02-28:
I also wish i would have seen this. I have to postpone my trip because my internet is spotty and now expedia is holding all my cash. If anything i learned not to try for last minute deals.
Posted by Almir on 2013-06-06:
Used Expidia before with no problems. There is serious issue with their booking site now. Advertised one price and while going through booking process and submitting my credit card info they hiked price. Never completed reservation after several attempts. There was 17 charges on my credit card made by Expidia. Spent hours with their Customer Service Department to be told they will issue refunds within 48 hours. Huge inconvenience and waste of time.
Posted by Julia on 2013-09-28:
sometimes this error happens due to credit cards errors, credit cards do not match the website, however this is not an amount they are holding, it's an amount hold inside your credit card and they did not take it.
The thing is taking an authorization is the step before being charged, as long as it is still held in your credit card so they did not take it, but the reservation didn't go through. Most probably authorization drop within 72 hours.
Posted by Sandy on 2014-02-18:
Very upset. I've booked thru expedia for over 10 years. I just had the same thing happen to me and now I am $150 overcharged by my bank the bank would not refund all of it and expedia says they can't do anything. I will call them again
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No discounts
Posted by Tripadvisorbull on 06/16/2010
When using Expedia one should always go to the hotels web page to check on the real price. What you will find is that you are paying the same room rate if you booked with hotel directly. The only difference is that Expedia gets 25-30% commission from hotel. Expedia orders get the worst rooms because the hotel makes way less money than if you booked directly.
You loose nothing by booking directly and usually get a way better room for the same $ and you have a better relationship with the hotel rather than showing up as a discount seeker. That is why Expedia dose not post the hotels web page. Just enter name of hotel as a keywork along with the city and you will find the hotels web pages. Makes a difference and remember if there is a problem with your room the hotel can make changes where they can not with Expedia because Expedia has your funds not the hotel. The hotel does not get $ for weeks. So who would you give your best room to. A person that is paying 70% and will not be paid for weeks or to a person that paid 100% on the spot. Expedia also owns Tripadvisor and manipulates the reveiws so that they get the best commissions. Try it you will see what I am talking about!
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Posted by Weedwhacked on 2010-06-16:
Finally, someone who knows how these online travel agencies work!
Posted by Anonymous on 2010-06-16:
Interestingly enough, I usually go through Travelocity to find the deals, then bypass them and call the hotel, vacation destination, etc...directly. I too have found that it is just as cheap.
Posted by Anonymous on 2010-06-16:
Posted by Ben There on 2010-06-16:
I have saved a decent amount with Expedia compared to directly with the hotels. For example, I have a room next week that cost $179 through Expedia and the hotel wanted $260 directly. I guess you have to shop around.

I have noticed that they tend to have cheaper rates in larger cities like NYC, Miami and LA where there is a lot of competition and lots of choices. Smaller hotels in smaller cities probably don't need the extra help selling rooms.

I have no problems with Expedia making commission on my bookings. I assume all companies I purchase goods from have some sort of commission or mark up on their products. I know I don't work for free.
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Expedia: Deception, Stupidity and the Philippines
Posted by Ricky Rufus on 04/21/2008
I went on a trip to Las Vegas with some buddies from work. A friends wife booked the trip through Expedia on their credit card and we all forked over the cash. There were seven of us leaving from the East Coast to Vegas and we were staying at the MGM Grand.

We had booked two rooms for the seven of us. Each room had the usual two beds and we were told one room would have 2 extra pullout beds and the other room would have 1 extra bed to solve the problem of having an odd number of people ( 7 ).

We land in Vegas and go to check in. The front desk clerk explains they only can have one pullout bed per room due to Las Vegas fire codes and that Expedia was aware of it. So basically one of us is screwed.

I call Expedia and explained what happened. To basically sum up the 45 min conversation with the customer service whore, I was told that I can either sleep on the floor or in one of the other beds with one of the other guys. I didn't go to Vegas to sleep with another guy.

The MGM Grand manager was very nice but explained to me when you use a middleman type of company to book a trip, there is nothing really the hotel can do for you, it's Expedia's job to deal with it. All he said he could do is give the odd man out another room for a good deal. But a room was paid for already, not a spot on the floor.

Being from New York I ended up stealing another pullout bed from a room down the hall while the lady was cleaning it. I guess Vegas still isn't ready for the East Coast people yet.

Both our rooms managed to complain to the front desk for the 5 days we were there and we scammed free meals for each of the nights.

Now a week later and back home. I called Expedia back and explained my story to customer service. They offered no help and probably had the IQ of a houseplant. The man told me they can't book a trip to vegas and have 4 beds in one room due to the fire code. I gave him the itinerary number and said look they did book one. He transfered me to another genius and I had to start all over and explain everything to this mastermind.

I asked why did they book a trip, take our money and then offer no resolution to the problem in knowing that you cant have 2 pullout beds in one room. And why was I told to sleep on the floor or in another bed with a guy by one of their representatives? No answer.

I hung up and called back and I pretended to book a trip to Vegas. I told them it's a seven person trip and we want to stay at the MGM Grand. I want 4 people in one room with 2 pullout beds and 3 people in the other with 1 pullout bed. " No problem sir, we can do that".

I told the representative I want to reserve this trip and call my friends and give them the price and then call back to pay for it. She had no problem with that, she was more than happy to take $3200 from me knowing that you can only have 1 pullout bed in each room and that when we actually get there one of us is screwed.

I called them back and asked to speak to a supervisor. I eventually got someone claiming to be one and explained to him the entire situation and about the trip I just booked. He was so stupid or just pretended to be that I had to explain it all over again to him. He said he was going to transfer me over to customer care. I thought thats who I was already talked to. I was transferred and the ringing of the line was a weird ring and didn't sound right. I was waiting to get hung up on.

A woman answered the phone and I could barely hear her. She had a thick accent and could not understand a word I said. I explained to her I was transferred to her and told her the whole story. She couldn't comprehend anything I said to her.

She told me she was sorry and she was tired and that she had been working all day. It was 10:30 am where I was and the customer service hero from before told me he was in Florida so I assumed so was this rocket scientist.

I asked her was she located and her answer was..... Manila, Philippines. So Expedia outsources to other countries just like AOL does. I basically told her where to go and what do with it when she gets there and hung up.

I did some investigating online that day and tracked down the company that owns Expedia. They are called Expedia Inc. The own other companies and are located in Washington state.

I called them and got some secretary and explained to her what happened. She couldn't believe it. She transferred me to a gentleman and I talked to him for a bit. I think he was in Investor Relations or something more because when I gave him my full name he read back to me all the names of the people on the trip. He wasn't some schmuck that I have been dealing with since this all started.
He told me he was sorry and I explained to him I will never use Expedia again due to this experience. He credited the money back of all the people who stayed in my room for the cost of the hotel. We had to still pay for airfare which was fine. I said my thanks and within 2 weeks my friend got some money back ad gave it back to us.

I will never use any booking company again. You can get better deals through the actual hotel itself and through the airlines. And if there is ever a problem, the hotel or airline has to fix it. When a middleman such as Expedia, Hotels.com, Orbitz or anyone pretending to be a real company screws up, they don't have to do anything to fix it. They just tell you to sleep on the floor on your vacation or transfer you to the other side of the world and forget about you all for your hard earned money.

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Posted by spiderman2 on 2008-04-21:
You have a very valid complaint, but your namecalling really takes away from the validity of your complaint. I am glad you got reimbursed. This is a reminder that using a real live travel agent is the better way to go. Look what these people got for trying to save a few bucks.
Posted by Anonymous on 2008-04-21:
The manager was 100% correct. Using an online travel service is very chancy especially when there are problems.

You scammed them for free meals for 5 days yet continue to complain?
Posted by Ponie on 2008-04-21:
I'd like to say this sounds like a typical New Yorker, but that would be insulting my NY friends. So, I have one word instead: Kharma.

Scamming meals and you actually admit it on a public forum? Sheesh...
Posted by DBone on 2008-04-21:
So you scammed, stole a bed and had a great time. What the hell is the problem. Who cares who sleeps where in Vegas. Take a shower, and hit the Blackjack table. Your a tool for sleeping while you were there. You should have stayed at the New York New York hotel. They would have let you sleep in the Casino, and probably called you a prop.
Posted by GothicSmurf on 2008-04-21:
I live on the East Coast and I would NEVER EVER behave in the manner you did. Please don't give the rest of us true east coasters a bad name.
Posted by bargod on 2008-04-21:
"I didn't go to Vegas to sleep with another guy" hey what happen is Vegas stays in Vegas...
Posted by MSCANTBEWRONG on 2008-04-21:
I originally thought your post has some validity but as I read through the entire thing, it appears that you were out to scam everyone and everything...you stole a bed from another room, complained enough to "scam" free meals for each day and then got reimbursed for your hotel stay???? Karma's gonna get ya!
Posted by Anonymous on 2008-04-23:
thats pretty harsh^^^^
Posted by DJC on 2012-07-09:
He "stole" the bed because there wasn't enough beds in the room he was in--do try to read the whole thing carefully before posting.
Posted by denise pataleon on 2013-08-09:
what an experience, better for you
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Quit Complaining!!
Posted by E.piphany on 09/06/2007
OHIO -- Ok..So I've read a lot about this on this webpage and I have to put this out there. People complaint about Expedia all the time..Usually for things like..They wouldn't refund my ticket...They changed my flights...And true..Some are valid arguments with Expedia. But some are just plain stupid. Come on people...Don't get mad at Expedia because you didn't read the rules and restrictions and find out exactly what you could and couldn't do and what you will and won't be charged for. If you would just read the rules and restrictions you wouldn't have the kind of problem. This is not just with Expedia either...Every time you buy something from anywhere there is always fine print. Read it!!!!

I can't stress this enough..For the love of god read it! If you are willing to spend $3000 on something you'd think that you wanted to know exactly where you money was going and everything about it! If you don't...You're a freaking idiot. And speaking of where you're money is going...Please realize something. When you look at your credit card statement after purchasing airfare from Expedia what does it say right beside it? That's right...Airline fee. Therefore the airline took your money. And naturally Expedia cannot refund your money for your flight...Because Expedia does not have your money for your flight! Pay attention to exactly where your money goes would ya? No..You wouldn't. So be careful of what you're getting into..Read the rules and restrictions..And watch where your money is going..

That's all I have to say. And quit complaint about things that are most likely your fault because you didn't pay attention to what you were agreeing to!!
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Posted by trumania on 2007-09-06:
I remember Expedia had to call me to have several debit holds removed because the idiot customer pressed "Submit" literally 10 times! *shakes head*.

I also hated when people would call the bank and say "I want my money back" uh... we don't have your money, the company you gave permission to take the money has your money, duh? LOL.

People in this nation are not that bright, probably explains why 1/5 of Americans can't find America on the map.
Posted by chris513 on 2007-09-06:
amen!!! you should post this under each individual airline, as well. score one for common sense!
Posted by Anonymous on 2007-09-07:
The OP says it right on the nose. Like many others and myself in the forum have said - READ THE TERMS before hitting the order button.
Posted by Anonymous on 2007-09-07:
I read the terms and then take my business elsewhere. Plans change so it's not economically feasible to use any of these on-line booking sites. Why would you when you can book with the airlines/hotels/rental car places directly for less? Once you read the terms, you should run for your life (money).
Posted by be on 2007-09-07:
Finally, there are people who will not blame travel websites. Well we are responsible for what we purchase over the internet. We are the ones who type all the information and we have to read the rules before purchasing anything.
Posted by Ponie on 2007-09-07:
Right, dianec. I've never booked a trip online. I admit I occasionally peruse the sites just to see what they're offering. But after doing so, I do my reservations direct. Even being extra careful, once you hit the wrong 'button,' you're stuck.
Posted by Anonymous on 2007-09-07:
Yeah, Ponie. I think these web sites are a valuable resource when it comes to seeing what your options are. Then, do your purchase on the airline/at the hotel site directly. You will always save money. Even if you don't save a dime initially, you will have the peace-of-mind of knowing that if your plans change, you won't be out every penny you put into it.
Posted by E.piphany on 2007-09-10:
well that's not nesicarily true with travel sites either. like i mentioned in the review...when you change a flight with a travel agency..you're paying the airlines price..literally. and if you change a hotel that you booked with us..you're going by the rules and the hotel has with us..what the hotel wanted our rules to be for them. that's why it's different with every hotel that you book. you just have to read the rules.
Posted by Anonymous on 2007-09-22:
I agree with you E.piphany, it's not expedia (or any other travel sites for that matter) who do the change- it's the AIRLINES.Even if you book direct, you will still encounter the same changes! And yes, expedia and the hotel does have an "agreement" and it is the HOTEL who makes the rules- expedia just follows them.

Why book with travel agencies?
1.) You get a lot of good deals, especially with packages.
2.) Travel agencies have the ability to let you book with different carriers in one trip.Therefore you have more options (time) and would save more. With airlines (direct)you sometimes need to have multiple bookings to go to different places (bec this airline doesnt fly here so you book another flight there).
3.) It's more convenient because it's like a one-stop shop. You don't have to go through the hassle of calling the airlines, the hotel, the car company etc...

4.) The expedia website is very user-friendly.It is easy to navigate and has special features that are very helpful to first-time (and confused) travellers.
(driving directions, airport infos, maps, weather reports,etc)

5.) Expedia offers "BEST PRICE GUARANTEE". If you see the exact same reservation for a lesser price on other sites (within 24 hrs) , you will be refunded the difference and given a 50usd coupon.
Posted by be on 2007-09-23:
I work with one of these travel websites, unfortunately under the scrutiny of customers, here in my3cents. I remember one of my customer says 'I know its my fault, but you should be responsible for my mistake. Refund my money, or else I'll call BBB!!!' Yeah right. The truth is, I feel sorry for these people, they are justifying their stupidity. Again, we are resposible for what we purchase online, I maybe working with these travel websites but, Im also a consumer, a customer doing online transactions.
Posted by jktshff1 on 2007-09-23:
Looks like a lot of reasons to book flights yourself.
Posted by Anonymous on 2007-09-24:
Right on, be! :)
Posted by El Jefe on 2007-10-16:
You are an idiot.If you think Expedia cannot stop this horsecr... you are a bigger dumb ass than I am for using them.
Posted by El Jefe on 2007-10-16:
You are an idiot if you believe Expedia can do nothing but screw you around .It isn't the airlines that doing it,it is Expedia.They do it because we let them.Stop buying their B.S. and watch how accontable the airlines become.Hurt the pocketbook and see how they love to kiss you where the sun never shines.Stand up for yourself and they will either go the way of a thousand other companies in the past;to the dustpan of history.Customer service begins with one customer at a time.Anyone who believes this jerks' unmitigated crap deserves to loose their money.Not me.f um.I'll win!
Posted by El Jefe on 2007-10-16:
You are an idiot if you believe Expedia can do nothing but screw you around .It isn't the airlines that doing it,it is Expedia.They do it because we let them.Stop buying their B.S. and watch how accontable the airlines become.Hurt the pocketbook and see how they love to kiss you where the sun never shines.Stand up for yourself and they will either go the way of a thousand other companies in the past;to the dustpan of history.Customer service begins with one customer at a time.Anyone who believes this jerks' unmitigated crap deserves to loose their money.Not me.f um.I'll win!Screw E piphany most work for Expedia to hand feed you this bundle of manure.
Posted by El Jefe on 2007-10-16:
You are an idiot if you believe Expedia can do nothing but screw you around .It isn't the airlines that doing it,it is Expedia.They do it because we let them.Stop buying their B.S. and watch how accontable the airlines become.Hurt the pocketbook and see how they love to kiss you where the sun never shines.Stand up for yourself and they will either go the way of a thousand other companies in the past;to the dustpan of history.Customer service begins with one customer at a time.Anyone who believes this jerks' unmitigated crap deserves to loose their money.Not me.f um.I'll win!Screw E piphany ! It most work for Expedia to hand feed you this bundle of manure.
Posted by E.piphany on 2007-10-16:
ok....first of all....if you're going to make a comment..learn how to type, spell, and use correct english ignorant person. second...just make one! no need to spred your ignorance more than once! customer service does start with one person..and it's not expedias fault if you're an freakin idiot! i don't blame them for not being nice to you or not helping you!! i'm sure you were a jerk on the phone just like you are now! again...if you are an IDIOT please..do us all a favor..DO NOT USE EXPEDIA.COM!
Posted by BurtReynolds on 2007-10-16:
Expedia does NOT make flight changes. let me ask all of you educated travelers this... have you ever seen a plane with the Expedia logo on the tail? Didn't think so... The airline has complete control over the schedules of THEIR flights. Expedia makes NO decisions in changing a flight schedule. The majority of flights booked on Expedia are charged by the AIRLINE. I love that so many people believe that there are Expedia executives sitting in a board room somewhere plotting how to 'cheat' them out of their $200 flight. If Expedia really DID want to steal money, I think they would do it on a larger scale; First class flights. multiple traveler business trips, etc.
Posted by Anonymous on 2007-10-16:
Stay away from third party re-sellers like Expedia. Call airlines direct, you will get better prices most of the time also.

Check out Farecast.com, you can compare direct to the re-sellers.
Posted by jktshff1 on 2007-10-16:
agree with super..don't need no stinkin 3rd party.
super..we're following each other around here today.
Posted by Anonymous on 2007-10-16:
I hear the footsteps...
Posted by Anonymous on 2007-10-20:
El Jefe, your ignorance is amusing. Really. Please do us all a favor and read some travel books. :)
Posted by traveler10 on 2008-05-06:
Do you work for Expedia? Or jsut a PR person. Perhaps a reputable company should not have so many exclusions in the fine print. I've booked with other travel agencies, none nearly as shoddy as Expedia.
On hold for an hour from a foreign country because they don't do callbacks? Nearly every other agency does. To save long distance charges, you call them back at an allotted time, on hold again, to find out the problem was not resolved and they have no record of the previous call?
My problems with this company were not a matter of reading fine print. They are deceptive and incompetent.
Posted by Blu_Belle on 2008-07-06:
Excuse me? "Expedia doesn't make flight changes"? Really? When you book a trip on their web site, and it says you're flying Alaska, then you get an e-mail a week before the trip (FROM Expedia) saying you're now flying Continental, that's the airline's doing? Really? Also, what's with $135/ticket in "processing fees" when you had to change your flight due to medical conditions? AND if the trip was booked flying one airline depart, and another return, why is it that I can only use my "vouchers" with the more expensive of the two airlines now? Riddle me THAT, geniuses. I've been the idiot who booked vacations with Expedia for the past 10 years. In other words, a loyal customer, and now I get treated like crap? May they sink like a stone in the sea of publicly traded stocks. And, yes, I did file a written complaint, and I doubt if I ever hear back from them. Creeps!
Posted by IhateExpedia on 2010-09-08:
If I were Expedia, this is exactly what I would post. But the customer has every right to get mad at Expedia, even if they have lousy wording in the fine print, and it still would be Expedia's fault. Why? Because companies like Expedia do this all the time. They sucker people into thinking one thing, and then get them because they signed a contract dooming them. It's called scamming. Expedia is navigating a thin line in that gray area between illegal and legal by manipulating the wording, and having some powerful associates on their side.

If I started a business that gave you information on where to go to buy power drills, and you pay me, but later found out that when I got there, the power drills were actually bad quality, fakes, or non-existent, a customer would want their money back from me. But then I show them that they signed a contract that shows I have every right to lead you to buy shoddy, broken down or non-existent equipment, does that make it right? No. People get upset. And when enough people start doing these so called "customer mistakes", they start to never go back to that company. In fact, some will rally and wind up filing lawsuits. That's why Expedia has been in legal dispute with both customers and other companies like Ryanair, and why Expedia faced continuing litigation related to sales tax. Its because they want to continue to cheat not only the customers, companies and partners, but also the government. There are 175 municipalities that filed suits in Texas, Georgia, heck, it went all the way around the world to Rome, against Expedia.

So it doesn't matter to me that there a few upset customers that should have paid attention to what they were doing. Expedia is an evil company, so to me, the worst thing these customers ever did was not complain that Expedia took their money, but signed up with Expedia in the first place.
Posted by IhateExpedia on 2010-09-08:
People will continue to complain, have a right to complain, and you have a right to complain about the people complaining. So don't tell them to quit, they won't, but I'm sure you will. Just look at this site, and other ones like it like Ripoff Report. Expedia is usually on the top of the list with complaints. If you, as a company, have that many people against you, you're doing something wrong.
Posted by getoverit on 2010-09-08:
I haven't used Expedia all that much but it's probably the first place I go when I want to at least see what's available. Like others, I've used their pricing to compare against airline sites, hotel sites, etc. In my experience prices are about the same, unless one is refundable and the other is not, or something like that.

I'm sure that people have had issues with Expedia. But I csn tell you horror stories about other travel agents. I've run into some really sleazy ones.

I've also had the experience of getting an e-mail from an airline that I booked a flight directly with telling me that the flight is re-scheduled and I had to call in to re-book...then having to wait on hold nearly two hours just to get an agent. (No options for re-booking online.) I've also had the experience of booking a fight to London directly with an airline and finding out when I got to Heathrow to take the return flight that it had been cancelled. No, not rescheduled, not delayed, just flat out cancelled.

The travel buisiness can be crazy and Expedia is no hero of mine. But I do not find it evil and I do not believe that they disrupt bookings that they've made (which is what they get their money from) when there are no extenuating circumstances, like an airline making schedule changes or cancelling out fights.
Posted by IhateExpedia on 2010-09-09:
No, they are actually very evil, getoverit. Cheating the customer is one thing, and if you think people are overreacting, that's opinion. So how about facts? How about when the legal system gets involved :"$184 million in a consumer class-action suit for breach of contract related to the company's terms of use"


I know that there's a fight out for what's online taxes for businesses, and that Expedia doesn't pay for room rental upkeep, but the truth is, they are not paying anything, and should be. They pocket everything from our dollars, and get richer without paying not a fraction in taxes. I wish I could run a semi-virtual business without paying taxes.

Posted by ILOVEEXPEDIA on 2011-07-08:
Posted by Sean on 2013-08-13:
I work at a hotel and you are absolutely correct-people are idiots. Half the people don't even know they booked through expedia (etc.). They don't understand that all of these sights are not booking you the deluxe suites for that rate, they book the cheapest rooms they can find. These company's are essentially ticket scalpers and as a hotel employee I have no idea what YOU paid. Expedia buys a room and resells it to you at an increased rate. I do not have your Credit Card info, and we did not charge YOU anything for the room. The reason you need to talk to Expedia to cancel is that THEY already charged you. I know from experience that Expedia lies! They tell you what you want to hear in order to sell you a room, and then leave people like me to deal with angry guests, because they didn't get what they wanted. PLEASE, I beg you, TALK directly to the Hotel and get what you need.
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