My first experience booking an entire vacation with Expedia will absolutely be my last. I have spent over $6700 with them in booking a vacation to Atlantis and they screwed up the entire reservation so many times, and given me bad information, like I don't need passports for my young children. Now, I have to pay expedited fees to get passports in time and I may be in trouble. It took me 7 phone calls after my initial booking to get my trip booked from Denver to Nassau, and a hotel stay. They would not get me flight seats and said I had to take it up with the airline.
The representative who booked my Atlantis hotel reservation told me we could have 2 adults and 3 small children in one hotel room there, and when we called them for other details, they said we could not and that they no longer had any other rooms available, so essentially we had no place to stay, but flights paid for. I then spoke with their customer service department (again!) and we were on the phone for over 5 hours, trying to get their mistake figured out, and get flight seats so our small children were guaranteed to sit with us. They eventually had to move us off property to the only thing they could find, a 1 bedroom villa for more money and not as we wanted.
They are the worst travel advisors I have ever dealt with and I will absolutely warn anyone I know never to use them. It has been a horrible experience and I am still dealing with the repercussions of their lack of attention to detail as I rush to a passport office and hope I can get passports in time for an April travel date.
I booked a 5-night cruise with Carnival Cruise Line through Expedia on Dec. 22 for a surprise Christmas gift for my wife. Somehow we were double charged and my bank notified me immediately so I was able to contact Expedia hoping to get the charge taken off as fast as it went on but that did not happen. I was assured the charges would be reversed before they cleared the bank and that too did not happen.
On Dec. 24 the charge went through my bank and cleaned out my account on Christmas Eve. When I called Expedia they said there was nothing they could do and when I suggested that they give me some kind of compensation for what had happened the representative said that she would not authorize any money on this issue. I was not nasty but clearly upset and she said to me, that it does not affect her, she would be getting off soon finishing up her shopping and enjoy the Holiday. This only made this worse for the fact I no longer had money in my account to do the same.
I then called Carnival and my bank and after a great time on the phone fixed it on my own. I at that time called an Expedia supervisor to lodge a complaint. She was very nice and researched it but made no effort to do anything to compensate. I was not asking for a lot just something to let me know they were sorry for what happened and wanted my return business.
My conclusion is this: There is no benefit to book with Expedia, they are not cheaper, they do not stand up for their customers, they do not back their promises and they do not care if you do business with them again.
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.
HOUSTON, TEXAS -- Stay away from Expedia. I tried booking an international flight and ended up with no booked flight and a pending balance of nearly $8000 on our credit card. The travel agent was 'helping' book the flight and processed the amount of $3920 three times instead of one. The first two transactions are now pending. The agent thought that the card did not go through so she kept on reprocessing until the transaction declined the third time!!!! What happened to our flight? That was not even booked!!
I spend 7 to 8 hours on the phone yesterday trying to call the call center several times, talking to different people each time as I was disconnected many times. My credit card co said that Expedia has to call their merchant department, confirm the charges and have them reimburse us. Most Expedia employees that I talked to deny those charges and won't call my credit card co. Even though I conference both Expedia and Amex in that did not solve the issue.
So today is Saturday I have to drop a lot of things on my schedule and make calls to both Expedia and Amex. This disrupted my husband's schedule. This is a horrible mess. Expedia agents are simply not properly trained in handling reservations and charging credit cards. They simply do not know what they are doing. They should make sure that their employees adhere to a certain protocol and not disconnect the customer when they mess up a booking and the charges associated with it. They need to have a decent level of training.
Also be aware that their travel agents refuse to provide their employee ID so they can't be tracked down. And by the way I had to reserve by phone because I had problems booking the flight online. Frankly, too many issues with this company. We still have to get those charges reimbursed. Also also a few days prior I booked a flight and after I paid for it I realized that the agent put the wrong return date in the reservation. That cost about $3780 that we had to cancel but the amount was still posted on the credit card as of yesterday... So nearly $11000 in charges to be reversed!!!!!! And no reservation.
Long, long story short: after trying to cancel a flight within 24 of making the reservation with Expedia, they never issued a refund and we never received a confirmation email. When we called the company to check that our flights had been canceled, they said they had no record of the cancellation because we did not cancel it properly through their very misleading phone system which tells you to simply "Hang up" if they verified your flight.
In total, I was on the phone with Expedia for over 4.5 hours (most of which was spent on hold) changing my flights, speaking with different managers, supervisors etc. each of which had a condescending attitude. In the end, I still had to pay the change of flight fee, despite the fact that the flaws in their system are what caused the confusion in the first place. In this process I was told all of the following by different employees: my flight could be changed for a $200 fee per ticket with no change in the price of the ticket, we could not change the ticket at all, that the fee would be over $700 dollars and that the fee would be $200 with a change in rate.
Finally, when we made our change we asked them to send us a receipt confirming the price of the change. We were told "no", but upon asking multiple times, they were able to send us a confirmation of the money that they had charged to our credit card. Why this is not standard procedure only further confirms that this company intends to mess with their clients.
Honestly, I feel as though this company does everything they can to mislead their customers, keep them on hold for as long as possible to wear them down as not to fight their rules, and confuse them with differences in prices. If you use this company please do so cautiously and get EVERYTHING in writing.
Last night we booked a vacation package through Expedia.com (room + flight). We selected our room and thought we had a great deal. This morning we realized the room was wrong. I spent 7 hours on the phone with Expedia representatives. I was hung up on 8-12 different times. I was on hold for hours at a time, and I have the phone records to prove it. I was told by 2 different guys that there was an issue with the site - when you select your room and book everything... then the room actually changes on you. Thus, it was not our fault.
These 2 guys said they would make the switch and not charge us for it. However, I got disconnected from these guys. I had to keep calling. Eventually I was sent to corporate. These guys were the most unprofessional and rude! One guy tried to help but wasn't sure what he could do. He was still confused on what I was saying. I was then sent to his supervisor, **.
** spent an hour telling me how this was my fault and there was nothing he could do. ** had said he would cancel the reservation and give me $200 for my time, but he was still going to transfer me to help answer my questions on how this could happen. ** said we did not deserve compensation, and he would "honor the reps offer and give us the $200 if we ONLY kept the booking."
That was not ** words, but he said he did not like dealing with people that complain and didn't see any reason to do anything. His argument is that it is entirely our fault. He was very rude and disrespectful with the fact he could do stuff but didn't want to. This was our honeymoon we had to cancel, and I have never dealt with such unprofessional and rude employees. He didn't even act like I was a person.
I work 12-hour shifts and deal with customers all day. I understand people who complain, but there is a professional way to deal with things. I was also told there was no one else I could ask about this. He also did nothing to change the booking error! Had I not noticed it, I would have gone on my honeymoon being put in the wrong location at this resort all together. Since no one seemed to care, I can only imagine how many other people they are charging the expensive rooms and downgrading them without anyone noticing. This is the perfect way for them to make money!
N/A -- As an infrequent but long time user of Expedia, I have always had a pleasant experience with their services. However, my most recent trip to Cancun, Mexico is a shining example of how one simply cannot trust this company. Expedia has a very convenient and (usually) accurate option to search for deals on all-inclusive vacation packages. Using this option my spouse and I recently booked a 10 night stay at the Marriott Casa Magna in Cancun. The price for the whole package was very reasonable due to, I suspect, the fact that this was the off-season for travel to Cancun.
The flight was reasonable and upon arrival to the hotel, we learned – to our surprise – that there is no “All-Inclusive” option at this particular establishment. We immediately called Expedia and after three hours of being put on hold, bounced around, dropped we finally talked to a Customer Service Representative. After explaining the situation to the CSR and his supervisor, it was agreed that Expedia had made a mistake and would reimburse us for any food or beverages we ordered from the hotel during our stay (we were to treat this stay as an all-inclusive).
As neither of us are big drinkers nor big eaters, we averaged about 2 meals and 2 drinks per day each. At the end of the trip we had incurred $921 (CAD) in additional charges for food and beverages. Considering that the stay was for 10 days and there were 2 of us, that works out to $46/day each for food and drinks. I think this is a very reasonable amount.
When we returned home after the trip, we emailed Expedia a copy of the receipt showing the breakdown of the $921 in extra expenses incurred because of the “All-Inclusive” mistake. Then after spending over seven hours on the phone with them over the next two weeks they only agreed to reimburse us for $300 of it. Without giving us any reasons, they threatened that it was to be $300 or nothing.
In then end I'm glad that they only “stole” $621. Reading some other peoples' reviews of Expedia's services have shown me that it could have been a far, far worse experience costing me far more money. Needless to say I will never book another flight/hotel/vacation with Expedia ever again. I sincerely hope that people react to this kind of business practice and join me in boycotting Expedia.
TLDNR: Do not use Expedia as you will have to pay for any mistake that they make – they will not do the reasonable thing of reimbursing you.
I am extremely disappointed in my experience with Expedia and its customer service. After calling no less than 5 times and being hung up on/disconnected each time after relaying my issue, it seems that the hang up treatment is an intentional ploy to not deal with the issue. Finally, after waiting on hold for upwards of an hour on my 6th attempt, I was able to finally speak to a supervisor. The supervisor was rude, her accent was so heavy it was difficult to understand, and she was unwilling to make a minor issue right.
Here is the issue: I booked a trip from San Diego to Cabo from December 29 - January 2. Flight was on Spirit Airlines and the hotel was the Hyatt Ziva. The recent hurricane in Cabo affected the hotel. The Hyatt Ziva is closed until April. So I needed a new hotel. I called Expedia and explained the situation and booked the Pueblo Bonito Sunset Beach. No change to the flight on Spirit Airlines.
I was told that the refund on my initial purchase left the flight at $1776.60. My new hotel was $3484.24 for a total trip cost of $5,260.84. All seemed ok, until I looked at the Expedia site and, on the same date I booked, the exact same flight and hotel is priced at $4908.00.
Either I wasn't refunded enough from the first booking or I was overcharged for the second booking. Regardless, I am due a credit of $352.84. I am still doing a package, why would I pay more for the exact same hotel and flight than what is listed on the Expedia site? I simply have substituted hotels in my package due to the unforeseen event of the hotel closure due to the hurricane.
Nonetheless, Expedia is refusing to credit back the $352.84. They can't give a rational explanation for why I should be charged more than it costs on the website, but Wendy the supervisor is refusing to budge. I will never use Expedia again and I would not recommend anyone else use the site either. So disappointing.