Expedia Fails to Deliver
CHICAGO, ILLINOIS -- My wife and I booked a vacation package to Las Vegas on Expedia on 5/5/05 and received a confirmation itinerary by email on 5/6/05. When we arrived at the airport on 7/22/05 we were informed that the airline, United, did not have us in their system. A call to Expedia and a 30 minute hold resulted in being told that, although they had our vacation package in the system it was never completed. We were leaving to attend a wedding on Saturday 7/23/05 and planned to vacation until our return on 7/26/05. The Expedia customer service representative told us it was our fault for not checking the trip status on a regular basis and offered no help or sympathy. The trip included air fare from Chicago ORD, lodging at the Billaigo, and a Hertz rental for approximately $1550. The United representative told us we could purchase tickets at a cost of $785 each but we would have to take care of our own lodging and car rental. Based on the cost of airfare and uncertainty of lodging we returned home. We checked the Expedia web site and found our itinerary but now it had a note saying the trip was changed and we were to call Expedia. We called Expedia customer service again and the response was similar to the one at the airport – Sorry your problem, your credit card was not billed so you lost nothing, we can’t help. When we pressed to talk to a supervisor we were transferred and explained our story. She was unable to explain why our trip was not processed but did say there was a glitch within 5 minutes of processing our credit card on 5/5/05. When we asked why we received an itinerary with airline flight information, hotel information and car rental information the next day she was at a loss to explain. When asked why we were not informed of any problems since they had our email and phone number, she again was at a loss for words. We offered to fax a copy of our confirmed itinerary showing the detail information but she was not interested. We asked her to fax a copy of any information they may have sent telling us there was a problem and although she agreed we have not received a fax.
Only after using the word “lawyer” did she offer to find us another package. The new package included airfare on America West & lodging at the Renaissance for $1905, a Hertz rental was another $299. When we complained she offered a $200 coupon of the airfare/hotel package. We had planned this trip for months. The son of my wife’s best friend was getting married and attending was important to her. When we booked the trip the package for the Renaissance was $1000, we decided to spend the extra to make this a special vacation. We even booked two shows and paid $346 for non-refundable tickets. Expedia is so big they just don’t care, I hope others read this and save themselves the disappointment we have had with Expedia and its employees.
This is the reply we received from Expedia after we emailed this complaint.
"Thank you for contacting Expedia.com regarding your unconfirmed itinerary.
Unfortunately, the itinerary requested was not confirmed and hence, the purchase was unsuccessful. Please note that your credit card was not charged for the transaction. Each time a member supplies credit card information, the Expedia.com system validates the credit card number, cardholder’s name, and billing address. At the time of purchase, Expedia.com also notifies the card issuer of the purchase.
Unfortunately, we are unable to process your request for a refund of your show ticket and cab fare. We regret any inconvenience this may have caused you and would like to assure you that every reservation is important to us."