Wedding plans changed so I had to change two flight days and times - same airlines. Shouldn't be a challenge for Expedia, right? 3 phone calls, repeatedly put on hold for long waits, 2 disconnections, 2 agents, 3 supervisors, 5 different stories and never told the same change/cancellation fees. I had no idea who was telling the truth. I gave up. I'll never use them again.
They made travel errors on flight times. 9 hrs on phone... Christmas Day! It's India you are dealing with. They disconnected several times. After complete frustration I paid double for ticket going directly thru airline for an error on Expedia's end. This is their non existing customer service. Don't use their site. Book thru airline.
I first discovered and started using Expedia in 2009. I used to go to a local travel agency for all my flights and hotel reservations but I much preferred being able to see all my options laid out for me and doing the looking myself. My family and I booked several round trips going to Florida, Las Vegas, Los Angeles, China, and Taiwan.
In a year my cousins would travel to Canada two-three times and to China at least once so I would say that my family and I were pretty frequent users of Expedia. We'd book the flight and hotel, receive confirmation e-mails and when the time came we would check in using our passport.
My cousins came to visit me in Canada in the winter of 2011 (December) but had to cut their trip short because of a family emergency in China. We immediately called Expedia and got them on the next flight back to Los Angeles. They knew they would probably be gone for a while this time so they had to return home to pack and take care of some things first. We made flight reservations to China leaving in two days. The payment went through and as per usual, we received e-mails confirming that we made reservations.
However, when they arrived at the LAX airport and tried to check-in they were informed that there were no such reservations. They were puzzled but thought it was probably a misunderstanding. I quickly called Expedia and explained the situation to their Customer Service agents.
After asking us to speak to the people at the airline counter and putting us on hold several times they finally informed me that Expedia never actually secured seats for my cousins. I did not understand how that could be possible and they explained that there was most likely a communication error between them and the airline so they weren't able to reserve our seats. We were panicking at this point.
I was upset and flustered and asked the agent what they could do for us to remedy the situation and she said to ask to speak to an individual at the counters by the name of ** because that individual understood our situation and would do their best to help us. I thanked the agent for her help and asked for her name. Then I went to look for said person.
There was no such person working there. I called Expedia again, explained the situation and asked if I could speak to ** who had previously helped me before. They told me that they could not transfer calls and this agent said that they were unable to help me with the predicament (that they put me in). I asked to speak to a supervisor/manager and was put on hold.
When the supervisor picked up he told me that he could assist us in booking another flight leaving in the next day or two. Now this is a family emergency and we needed to get on that plane or the next plane out of there. He told us there was nothing they could do and that it was our fault because even though they had sent us confirmation e-mails they did not ever e-mailed us the e-ticket numbers so we should have called to inquire about it rather than assume that we had seats.
Aside from being no help whatsoever he basically told me that it was my fault. I asked for his name and he gave me his first name and refused to give me any further information. We ended the call and spoke to the airline again and luckily were able to get a spot on a flight leaving in a few hours (at a steeper price than our original ticket).
I'm generally not a person to hold a grudge and am pretty silent about my complaints but this infuriated me so much that I still remember the experience to this day. Since then we have traveled to Europe, Hawaii, Asia (a few times) and within North America a few times too and if I could help it I would not book with Expedia because they're unreliable and irresponsible. I'm finally sharing this with everyone out there. Please be aware and triple check everything if you ever decide to book with Expedia because they honestly don't give a rats ass about their customers.
NANAIMO -- I just got off the phone with Expedia trying to cancel a ticket. It was well within the 24 hrs. but I was informed that it had to be in the same calendar day (not what I had read from people on the net that had cancelled). I bought the ticket last night before 9:00 and I called them back just before 9:00. They informed me their 'system' was 'down' and I should call back in an hour which I did.
Their system was still down just before 10:00. I was told to call back in an hour at which time the system was still down so I called back until I got hold of someone and the system was finally working. I thought I would l just change the ticket but they wanted 200.00- this was midnight so I decided to cancel the ticket in the morning only to find that the 24hr. cancellation period had expired because it is not really a 24 hr. but a calendar day period (when the calendar date changes you are out of luck so never book with them in the evening).
So while their system was not working and I was waiting, my 'grace' period had passed. When I explained this to the individual they were not willing to make any kind of concession and when I asked to speak to the manager I was told that unless it concerned something not covered in their policy I could not speak to the manager.
What I wound up getting was a 200.00 penalty and a credit for the balance although they put a different spin on it - I was getting a full refund but would have to pay 200.00 to use it. I have spent three or four hours working on this as well. The girl I spoke to had a strong accent and seemed to struggle when reasoning which probably didn't help either.
We bought a ticket through Expedia, we were prompt to buy the Total Insurance and I did it. Key Benefits: Coverage for trip cancellation or interruption, Reimbursement for lost luggage. We had one stop at London
due to the airplane delay in Huston, we missed our airplane and therefore we had to wait around 9 hours in London Airport. When we arrived to our final destination, the bag was delayed to the next day (total delay of 2 days), we went back to the airport and they gave us the bag but it was broken and the airline refused to file a claim even though we were at the airport.
So in summary we had: Travel delay, Baggage delay, Baggage damage. Surprisingly, we called Aon Insurance and after a 45 international call (they refused to get the info by Mail!), they asked us to give them: Full names, Addresses, Phone number, Email, Letter by letter (g like georges, e like earth...). After submitting the claim with the necessary documents (claim ref: Travel Protection Plan **), they said: Travel delay: Not covered by Policy! Baggage delay: Not covered by Policy! Baggage damage: Not Covered since we are a secondary insurance!
What kind of Total Protection insurance tell you that you are covered for trip cancellation or interruption, reimbursement for lost luggage, and doesn't cover my Travel delay, Baggage delay, Baggage damage?! This is an insurance that Cover Nothing! Expedia said: "This concern AON insurance company, not us!!!" I will be sure that I will get my right by Media, Law. Any help is highly appreciated TO FIGHT THIS FRAUD.
ONLINE, ALASKA -- My family has been a customer of Expedia for years. I booked a flight/hotel package to London which I need to change as my father passed away yesterday. Well, I've talked to several people, the last person is "talking" to Virgin Atlantic supposedly, but I'm sure she's gone to dinner and has left me on line. They want to charge me DOUBLE. And I guess this is a tactic to wear me down. Unbelievably terrible service - I'm so surprised. I've always thought highly of Expedia. And Virgin won't help me directly because I booked thru Expedia. Screwed either way.
I was booking flight online through Expedia when I noticed a warning that only two tickets remained for my chosen flights. I also noticed a number for Expedia, so I called it to ask if my wife and I would be able to sit together on our flights. Instead of answering my question (btw, they referred me to Delta to get the answer), the Expedia representative spent about 20 minutes with me taking down all of my information so she could set me up with an Expedia account. I assume she must get compensated based on how many accounts she sets up and how many flights she books.
When she got done, she quoted me a rate that was $72 higher than the one I found online. Her delay in answering my question resulted in a rate increase. I wasn't very happy about that, but to make matters worse she grilled me about changing my flights, changing my travel dates, etc. to the point where I got concerned that she would proceed to screw up my itinerary altogether.
Finally, after nearly having to hang up on her, I ended the call and booked online myself. Based on my experience with the Expedia rep, I was concerned about Expedia's ability to get my trip booked correctly, and I opted to select the travel insurance for another $45. But, after thinking about it for about an hour, I got progressively ticked off about paying $117 extra between the increased airfare and travel insurance. That was roughly 12% of the total online package price. So I called back to attempt to at least cancel the $45 insurance plan. I got the door closed on me at every turn. What a tacky approach to doing business. Never again.
NAPERVILLE, ILLINOIS -- Booked 2 return overseas tickets online with Expedia. They added a package insurance of $88.00. I called next day to cancel the insurance, the answer was no way to cancel, it is the policy. Tried to explain to everyone I talked to that the insurance is optional and it has nothing to do with the ticket fare or the booking but the answer was one - sorry, bad luck. No way to opt out. Either you cancel your flight or live with the charge.
One of the supervisors tested the idea to cancel flight and do new booking without insurance. The fare came back even higher. I am very disappointed from the insurance scam and the stupidity in dealing with frequent fliers. One more thing you need to know about customer service at Expedia if you need to contact them, you will talk first to someone probably from India, then move you to another supervisor also in India, then if you are lucky you speak to Nicole in Expedia corporate in the US and none of all was helpful and of course you need to do that in a weekend to have enough time for the call. Bad experience overall.
BELLEVUE, WASHINGTON -- I booked a trip to Brazil for myself and my wife 3 months prior to departure. 6 days prior to departure, I received a phone call from Expedia saying that the airline had made a schedule change, and Expedia couldn't do anything about it but cancel my flight with a full refund and try to help me rebook.
Working with them, I cancelled my existing flight and arranged a new flight (costing $600 more) that more or less met our needs. Luckily we had the flexibility to stay an extra day in Brazil, although this was not ideal. I was upset about this turn of events, but Expedia passed the buck and said if I wanted to call (US AIRLINE HERE) directly with a complaint, they may do something about the additional fare.
When I did call the airline, they said that the schedule change had been sent to Expedia 1 and a half months earlier and therefore the fault lie with Expedia. They also said that they get lots of angry calls from Expedia customers, and overall they feel like if you want good customer service from the airline, you should book with the Airline. (After this experience, I tend to agree).
So I called Expedia back and asked about this schedule change. Did they really sit on it for 1 and half months before calling me only to cancel my flight? It turns out yes, and they weren't culpable because they sent me a *single* e-mail at the time of the schedule change which asked me to call them, and therefore it was my fault that the schedule change didn't occur.
I could go into detail into why this email got overlooked at the time (I did call Expedia about a schedule change in the time frame and thought there was a single schedule change where there were two), but I don't think it this is important. More important, in my opinion, are the following points:
Expedia made no effort to contact me after the original single e-mail, over the course of 1.5 months, about this issue. I think this is unacceptable and irresponsible for a company that claims to be in the business of arranging travel.
Expedia sent me on a wild goose chase to contact the Airline, when they could have informed me right away that this schedule change came in a month and a half earlier and nothing was done about it.
When dealing with customer service, I was hung up on once. I was told they would call me back after looking into it once (they never did). It took me repeated attempts to finally reached someone who told me that they understood what had happened, and no they didn't take any responsibility and could do nothing for me.
Did I have zero culpability in this situation? No. This tempers my anger with Expedia a bit. At the same time, I feel that their policy in this regard is very odd and irresponsible. It seems to be a policy that holds the customer in very low regard. I doubt that I am the first or last customer to have a last minute surprise.
Is it right that the travel agency charge you with a “reschedule fee” when your flight is canceled and you have to reschedule your flight because you can't make the time of new flight? Is it right to hold up the “good” flights and only release crappy flights with very late/early/sleepover in the airport flights to customers who reschedule flights? Is it right to reject the customer's request to cancel a flight leg? If your answers are “NO,” read on.
I am a student in Texas A&M University and will attend an academic conference in Boise, ID in October 2009. I have been ordering tickets for my personal trips with Expedia for a couple years so I still trust their service this time. In the first place, I booked my flight to leave College Station, TX on October 4 and return on October 9. The outbound flight is basically following the order of “College Station, TX – Houston, TX – Boise, ID” and the return flight is in the reversed order.
Four days later, I received an automatic email, telling me that my flight is canceled by Continental and a new schedule is provided in the email. I wasn't given a chance to reject or accept the new flight schedule. I scrutinized my new schedule and found out that my return flight (Boise, ID – Houston, TX – College Station, TX) was put forward to depart in 11:35 AM in Boise, almost four hours earlier than my original plan (3:04 PM) and I definitely cannot make it.
I called their customer service to reschedule my flight. I told them clearly what has happened. The first representative told me that she needs to call Continental to confirm my information and will call me back. I waited for a whole day and no one called. I called again. This time Expedia insisted that I have to pay the reschedule fee of $150, or they cannot reschedule the flight for me. It is totally not right because the whole situation is caused by the airline company. But finally I succumbed and agreed to pay the reschedule fee.
The interesting part follows. When I asked to choose a flight I saw on their website, I was told that I am not allowed to choose that flight. The only flight that is available to me is in a bad time: I will fly to Houston at late night and the final leg (Houston – College Station) is in the next morning. I asked if I can cancel my final leg since no one likes to sleep over in the airport. My request was rejected.
In the end, I lost $150 for no reason and was put in a flight with worst schedule. I have to spend another $30 to take bus from Houston to College Station on that night because like I said, no one wants to sleep in the airport. No compensation of any kind is provided by Expedia.
I sent them a complaint letter, and this is their response: “…We are more than willing to assist our customers in any way commercially possible. We, at Expedia, are dedicated to providing knowledgeable service and support to our customers. But we are constrained by the policies of the vendors whose services we provide on our website. When a flight itinerary or hotel itinerary is purchased on Expedia, we act as the agent between the client and the vendor. Any transactions are governed by the rules and restrictions put in place by the vendor providing the service.”
Even though they have their own “secret rules” with vendors, what about consumer rights? This is the worst service I have ever experienced. If anyone is interested, I have kept all correspondences for future references.