We have used Expedia a half dozen times over the past 3 years and will never use them again. The reasons fall into three categories:
Additional charges levied after reservation by the service provider that were not disclosed by Expedia. a. Hotel in San Francisco charged an addition room costs per night plus fees over the Expedia payment we made. b. Airline charges for carry on and checked baggage associated with Expedia fares.
Difficulty in making changes to bookings once they have been made. a. Manage booking feature doesn't always show current bookings nor enable cancellations directly. You have to talk with a service agent. It took 30 minutes on the phone with an agent to make a change to a hotel reservation.
Being treated as a lower importance guest at hotels. a. We were provided with substandard rooms at two different hotels and told by the staff that was what they gave to people who booked through Expedia. b. Breakfast included? Not with Expedia bookings.
GEORGIA -- Buyer beware. I booked a flight to Nassau Bahamas for the second week in September. Due to Hurricane Irma and Jose I called Expedia to change my travel plans. I waited over 90 minutes for a representative (John). Who basically told me that my travel insurance did not cover the free cancellation for any reason that is advertised. He placed me on a brief hold of an hour to come back and tell me that he needed to ask a supervisor about the price of the flights that he was just telling me about. Long story short I have been on the hold with Expedia for 4 hours and have not had a resolution.
ARIZONA -- I had to cancel a hotel and flight reservation made on Expedia and found out the dark side of booking online. After two tries to contact customer service and long wait times, I was informed in hard to decipher English that they would be kind enough to return the hotel money over 2 credit card cycles??? And I could have sworn the website said you reserve and pay when you get there. TAKE A SCREENSHOT of the website rules.
Also I bought the flight insurance because my dad is 90 and I didn't know if I could leave when the time came. When the time came, my dad was having a bad week where he couldn't remember my name so I decided I better not go. After more really long waits I found out that the insurance is by a third party with more long waits and finally a super extensive claim form which I was supposed to bother my dad's VA doctor with.
Apparently the criteria is very limited for getting your fare back. Oh and of course, American's change fee is $200 for my $184 ticket. Oh my gawd... So very sick of unethical, cruel, scammy business practices when I do all I possibly can to run my own small business in an ethical manner. Long story short, I'm out the fare, and I am more jaded than ever regarding online interactions. Just wanted to rejuvenate a little from intense elder care and ended up even more stressed out. Will NEVER use Expedia again.
I booked a flight with Expedia & purchased the cancellation insurance, which they highly recommended. I had to cancel, now they are telling me that because it was a bargain fare, cancellation insurance did not apply. Why did they take my money. When they knew it wouldn't be covered. This is a scam. I will never use Expedia again & I will tell everyone I know who uses Expedia to not use them. They are stealing their customer's money.
SAN PEDRO, CALIFORNIA -- If zero stars was an option that's what I would have chose instead. I booked a trip 6 months in advance to Puerto Vallarta with my fiance… airfare, hotel and activities for ~$5000 USD. They were supposed to have a penthouse with private Jacuzzi, snorkeling trip on secluded beach with reef and a zip line tour.
First problem with them is they never allowed us to choose our seats on the plane, and sat us very far apart. The airline said to take it up with Expedia they just did what they were told (annoyed not ruined yet). Second problem, they gave us a Jacuzzi suite instead of penthouse and when I looked online again at the hotel from Expedia's website they changed all the names and categories of the rooms and the hotel blamed it on Expedia (a little more annoyed, not yet ruined).
Third problem, I followed all directions on Expedia's site and paperwork to take boat to secluded beach. We were already checked in and arrived 30 min early just like we were informed to and the boat was already a couple hundred yards down the channel and was not going to come back (aggravated).
Fourth Problem, showed up for our Zipline adventure and found out they didn't run that tour that day even though it was already booked for that day and I was already checked in according to Expedia (very aggravated, trip almost completely ruined).
Fifth Problem was the hotels, our Jacuzzi overflowed and flooded our room and the hotel didn't do anything to remedy the situation, even knowing that my fiance slipped on the water above mirror finish granite floors. (MAD! Ruined!)
Sixth problem again on the flight home Expedia put us on two different areas of the plane despite booking months in advance (ANGRY, that despite our best efforts to continually make the best of this trip all our plans were ruined by a company that could care less… they got their money!!!). After we got back I spent about twelve hours on the phone with them talking to supervisors managers and their corporate office, all I got for all my wasted efforts was a $200 credit for use at a hotel (still mad, but at least I got $200 back lol).
I booked a trip using this credit, then found out my father passed away and had to cancel this trip to go to the funeral out of state during the same time period, and was told I would get the $200 credit refunded to my account. While booking the funeral arrangements I realized I never got the credit refunded back to my account.
When I called to complete the booking using the missing credit, I was very rudely told that they do not refund credits and since I cancelled the reservation with it that it's gone now. I asked to speak to another supervisor and after being on hold for an hour and twenty minutes I was hung up on. I HAVE HAD IT WITH THIS COMPANY!!! I will never use again and will avidly go out of my way to tarnish their name and reputation because in my eyes they have neither.
I booked a hotel room in Manor, TX through Expedia for May 22nd. When we arrived at around 10pm, the hotel first told us they didn't have any rooms with a King bed, then they said there were not vacancies at all. To make it worse, we were then told there was no record of the reservation. We called Expedia and waited on the phone for over 20 minutes (the hold message stated it would be 15 minutes) before getting a representative to help us. She asked us to hold while she called the "hotel."
While we were on hold, the hotel manager/worker told us their phone didn't work (which made sense because I had called earlier as we were having trouble finding it). When she came back on the line, I told her the situation. She asked to speak with the hotel worker, who then refused to speak with her to verify that they did not have a room or record of our reservation. He then called his manager/the owner and began speaking in a foreign tongue as I relayed this information to the Expedia representative
He handed me his cell phone and I told the owner to please tell his employee to talk with the lady from Expedia and let her know that she needed to give us a refund as something was very wrong here. He agreed, I handed the phone back to the worker and the worker verified the information with the Expedia Rep. When I got back on the phone with her, she said she hadn't understood his English (she was not native either, so the entire thing - if I had not been so tired - had become a Monty Python episode).
I told her that I heard him verify that she needed to refund us the money. She then asked for his name, so I turned to ask him and he had disappeared. I asked his wife his name, but she wouldn't answer me. We yelled until he came back in and told us his name, which I then spelled for the representative. She then gave me the really great news, I would receive a refund in "two weeks." I asked her to see if she could book us into another hotel, but she said there were no vacancies.
I really think Expedia should have found something in nearby Austin for us then paid for it even though it would have been more than the "hotel" in Manor was booked at. Seriously? We had to drive another hour to stay with a friend who graciously stayed awake until we finally arrived at a bed at midnight.
The ENTIRE point of getting a hotel was to be closer to town as I had an appointment in the morning at 9am. As it was, I had less than 8 hours of sleep and I'm still waiting for the refund to credit to my account - hasn't been two weeks yet. I have NEVER had this kind of experience with other travel sites. USE EXPEDIA AT YOUR OWN RISK!
BELLEVUE, WASHINGTON -- We planned a vacation using Expedia, for travel to and stay at a resort in Montego Bay, Jamaica, Dec. 18-26 at a cost of $8,898.32. We got to DFW on the 18th and the airplane broke. I called Expedia four times and was on hold at one time for an hour. Expedia refused to help us get to Montego Bay, as promised in our package. On the 18th AA could take us to Miami, Florida but there was no way to get to Jamaica that day. We lost the first night at our resort. We had to return to the ticket AA ourselves to resolve the issue and were offered a ticket for the next day. In the meantime, our luggage could not be located or returned to us. Again, Expedia wouldn't help.
We were forced to stay in a hotel in Dallas ($200) and spend money for food. We also squandered a $50 Admirals Club reservation intended for the long layover in Miami, Florida. The next day AA told us our bags had been at DFW all along and would be delivered to Jamaica that day. They weren't delivered until late the next evening. We lost two days of our beach vacation because we didn't even have a swimsuit -- all we had were the dirty winter clothes we wore from Tulsa on the 18th. We paid a courier $100 to bring the bags to us at our hotel.
We contacted Expedia at the resort to ask for an extension of our trip. We were on hold for hours and paid 833 Jamaican dollars in long distance charges. When we returned home, we were once again stuck at DFW, due to weather. Expedia did not help. We paid $100 to ride with two ladies also stuck at DFW. We paid Expedia for an unused flight to Tulsa. Expedia wrecked our trip. Expedia took payment for 3 days at our resort, $200 for extra hotel fees in Dallas, $100 to get our bags, $150 in food, and $100 for a car ride back to Tulsa, though we paid for a flight. Expedia offered a package and didn't deliver, and we lost 3 days due to its refusal to help us.
MIAMI, FLORIDA -- I recently booked a business trip to Japan through Expedia. My trip had three legs: Fort Lauderdale -> Tokyo (NRT) -> Fukuoka (FUK) (by train back to Tokyo) -> Fort Lauderdale. I purchased the Total Protection Plan option that Expedia presented to me upon booking my tickets, in case I had to change or cancel any of my flights between now and the business trip in late October.
Sure enough, our client's itinerary changed, requiring me to change my flight from Tokyo to Fukuoka to a different date. When I called Expedia to make the change, they told me I would be incurring a charge of $426.30 from the airline. I explained that I had purchased the Total Protection Plan, which (according to Expedia's website) covers one cancellation or change made prior to take-off. They explained to me that I'd need to file a claim with the insurance company, and I wasn't guaranteed to get a refund.
So I switched gears. I told them to leave my trip as is, and that I would purchase a new ticket through the airline (the ticket I needed from Tokyo to Fukuoka was only $96.00). Expedia told me that if I failed to show up to my original flight, Expedia would have to cancel all my return flights. They also told me they could not cancel one leg of the trip without cancelling the entire trip because I had booked it as a multi-leg trip. Are you kidding me? I ended up having to pay quadruple what the $96.00 ticket would have cost me or risk getting stranded in Japan.
I called the insurance company (www.travelclaim.com) and explained the situation to them. They explained to me that I was only entitle to a refund if the change or cancellation was a result of the death of an immediate family member or a serious medical injury - both would need to be supported by documents. I tried arguing that Expedia's travel protection plan includes one free change or cancellation, no matter that reason.
The woman told me that technically that is only for people who book their trip as a "vacation," which means I would have had to have booked a hotel room or a rental car at the time of booking my flight. I told her I couldn't possibly have booked my hotel at that time as I needed confirmation from my clients as to what areas we'd be meeting at. Too bad, apparently - since I didn't book my trip as a "vacation" I'm subject to this ridiculous charge.
It's an absurd loophole hidden from customers for this exact purpose - to scam out of money. The woman told me my best bet was to contact the airline, which I did. The airline told me since I booked the trip through Expedia and paid them directly, there was little they could do. I will never book through Expedia again, and I will be disputing this crazy charge to American Express.
My daughter's first flight, of two, was delayed due to a mechanical issue with the plane. This delay would cause her to miss her connecting flight. When I called Expedia to see if we could get her on a later 2nd flight, they all but laughed at me. I was actually told that it was not their issue, and that it was 'a minor issue' and of 'no concern'. They said if my daughter got stuck at the airport where she was to lay over until her 2nd flight, and she actually missed the flight, we would just need to drive the 5 hours to pick her up and bring her home, or we could pay a horrible fee to attempt to change her ticket. I said I was not paying a fee for something I did not cause/choose.
After the 17th time of 'reviewing my itinerary' she said I could pay an astronomical fee (more than the cost of the ticket to begin with) or keep my preferred flight. I asked to speak to a supervisor. I was put on hold. Every few minutes, they would pick up the phone to check and see if I was still there, and then put me back on hold. Once, I actually heard them say (very sarcastically) "put it back on hold - she is waiting for a supervisor (laughter)". After 55 minutes of being on hold, they picked up the phone, said "she is still there" and hung up.
We called the carrier directly, and were told that because we booked through Expedia, they were not supposed to change our flight. Expedia makes tons of money when people are forced to change a flight (due to no fault of the passenger), and they have to ask us to go through Expedia. I told them what Expedia did, and they went in and changed her flight for free - and did it quickly. NEVER USE EXPEDIA!
WASHINGTON -- Just took my kids to Disneyland. Booked the trip on Expedia (first time) including three - 4 day Disneyland Park Hopper passes ($900). Got to park the first day (July 25) and they had no record of the tickets being reserved (even though I had the vouchers printed off from Expedia & my ID). Spent about 30 minutes at the ticket booth. Disneyland was nice enough to give us complimentary passes for one day but said I needed to call Expedia and have them put my reservation into their system.
While my kids went on rides without me I spent over TWO HOURS on the phone with Expedia (which by the way it's SUPER loud in Disneyland so very hard to hear & talk to a person with a thick accent). When all was said and done, Expedia said they would send a fax to Disney showing that I had the reservations and an email to me confirming and would send me a $50 voucher for my inconvenience.
After a couple hours I dragged my family back to the Disney ticket booth where they still had not received anything from Expedia but after another half hour of standing there talking to a manager, Disney gave us the rest of our Park Hopper passes. Disney never received a fax from Expedia but lucky for us Disney honored my vouchers.
It has now been 8 days since I spent over 3 hours dealing with that crap at the Happiest Place on Earth and I have NEVER received an email OR a $50 voucher from Expedia (but plenty of their email advertisements). Oh and by the way. The ground transportation I had from airport to hotel ALSO had no record of us in their system, but luckily I called them beforehand to confirm and they put us in their system.
UPDATE: After numerous emails back & forth with their customer service dept. I called Expedia yesterday to get some kind of compensation for the inconvenience. On hold for 1 hour & told I would receive a credit to my credit card within 5 days. Got an email from Expedia tonight saying that Disney denied my request for a refund, therefore the case is closed. I never wanted a refund from Disney! They probably never even received the $900 Expedia charged me. What a joke. Do NOT book with Expedia if you want your trip to go smoothly.