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.
Terrible service. The worst service I have ever received in my life, (restaurant, shopping, vacation booking, etc.). The only reason I am giving them 1 star is because I am not able to give them 0. I booked a trip for two airplane tickets at $133.80 each + tax, and a car rental without insurance. I later checked my bank statement and found out that I was charged $257 per ticket, and the car insurance price of $35 was added, and was charged two days after I submitted the request.
I never got an initial itinerary number, and after a couple of weeks of emails, no response. I searched their website for a phone number to call and they do not offer that, you have to put in an email and phone number and wait until they call you back. Personally, I would rather wait on hold because I at least know that I am in line waiting to speak to someone.
After a couple of weeks of no responses, finally came across a phone number to call. When my fiance was finally able to talk to someone, their reasoning to getting charged the $257 per ticket is that when my account got charged. Two days later, the price had gone up for those tickets and that is the price that we have to pay.
After my fiance was on the phone with three different representatives for over an hour long, nothing was resolved. They said that we could not get a refund for the plane tickets, only a credit for a future flight but we could get a refund for the car rental. We could have gotten a full refund had we canceled the trip within 24 hours of booking, although the account didn't get charged until two days after. Overall the worst service I have ever received and I definitely will never use this website again and I strongly advise everyone else do the same.
I made a Cancun reservation for 3. They charged airline tickets twice which are $1711 each time. I called and spoke to American Airlines and AMEX and confirmed that they charged twice and only Expedia can reverse this reservation because they made it.
I spoke with 13 Expedia representatives and supervisors. None of these people helped me and kept saying they did not charge on my credit card. I replied "Wow, you did not charge and I still have itinerary. Then, it is free vacation?" and he said "Congratulations!" and showed me attitude. Since he could not find the transaction with my credit card number, he told me to call banker to check. Why I need to call my credit card company and whether I paid with right credit card?
Anyway, I called AMEX and we did conference call and confirmed that my credit card was right and they charged twice. Then, Expedia representative hung up. What a nice service??? Both of AMEX representative and I was shocked. Anyway, I'm still calling to Expedia and on hold over 6 hours. Finally, The supervisor, ** told me that they made only 3 tickets on the system and I begged her to go to ** and check how much they charged. I told her "please" 3 times and she replied that ever she wants to say and hung up.
I called American Airline again and explained what they did and how much I tried to fix. After the representative heard my story and sympathized me, she decided to call Expedia and confirmed there's 6 fright tickets were purchased.
After AA representative explained and hung up, Expedia representative turned back to the way they were. She refused what they double-charged and kept telling me that they charged only 3 tickets on her system. Now, I called my credit card company and disputed charges. That was the only way I could resolve the issue. Expedia should issue a trouble ticket and tried to find why this happened. Damn Expedia. What a nice company!!!
EXPEDIA.COM -- COMPLAINT TO EXPEDIA MANAGEMENT. I have had one of the most terrible and worst service experiences ever. I called about my itinerary to make a simple date change to my tickets Tokyo to London with Aeroflot from 25 July to 24 July. They are fully changeable (Date change with no fee D/Z) business class fares). I called at about 1AM Tokyo time on July 14th. When I first called I was on hold for more than 30 minutes. Then an agent answered me and took about 20 minutes and then said I will be connected to a supervisor. The supervisor said they must contact the airline. Then my call was dropped (I did not hang up).
I called back and was put onto another operator. This operator was on the phone with me for 60 minutes and still could not change my tickets. The operator said to wait until the service desk calls me. After another wait, the service desk called me and said the flight did not have seats any more at my fare to change. However there definitely were seats earlier when I called. I also checked while I was on the call on-line using ExpertFlyer to confirm there were enough Z fares during the long call. Basically because all the Expedia agents took so incredibly long and keep passing me from one agent to another the seats were not available by the end of the three hour call.
When I said I have waited three hours. Because the Expedia operators took so long then the seat was not available at the end. He did not even apologize, and simply said the standard line about airline policies. After three hours on the phone from 1am to 4am in the morning in Tokyo I was so upset and frustrated and worse, that the operator did not try to apologize properly. I am very upset and disappointed. I bought full fare business class tickets and have spent many thousands of dollars over the years on Expedia.
This morning I called to Expedia and asked to speak to a manager. I voiced my complaint and was simply told to wait to speak to a manager again. I was told to speak to a manager called **. But after again a 30 minute wait the call was dropped instead of transferred! It was incredibly frustrating. This is one of the worst customer services I ever had. I have also spent more than $100 USD on international calls today for this matter to call from Japan, and no result. I want proper and formal compensation and an apology from Expedia.
BELLEVUE, WASHINGTON -- I scheduled a flight and hotel with Expedia in May 2012. By late May I realized that I couldn't use the reservation that I had scheduled through Expedia and so I cancelled it. Rather than immediately issuing me a refund, the employees at the call center in India proceeded to require me to go through some completely unnecessary steps. I repeatedly called them (using the office phone, as I didn't have one at the time) and through long wait times and dropped calls, nothing came of it. Then when I was able to get through, I found out the amount that I was owed (about $411), but again through disconnects and dropped calls, my refund was never issued.
I then called again and found that the employees instead of using my email address, which Expedia had, they had closed my file completely, so no one could help me. Again, instead of being apologetic about the whole affair and issuing a refund the legal team for Expedia demanded that I sign a “Motion to Dismiss With Prejudice,” which means that if I don't get my money I would have no legal recourse to get my refund.
So, I obviously won't sign such a document. They then dropped that requirement and asked that I lie to the court and say that the matter has been settled BEFORE they'd send me my money. I took them to small claims/conciliation court and won my case--STILL no refund! And guess what?!? They didn't require me to talk with them on the phone to get the money that the court had ordered!
Expedia is also hoping that you won't know how the law works. You are allowed to recover not only the cost of the reservation, but also the filing fee with the court AND costs; for instance, to notify Expedia of the lawsuit you have them served, which means that you have to send a copy of the suit to the server and use a money order to pay the server--so you have the cost of the server, the money order fee and postage. When you are in conciliation or small claims court, make sure that the judge/referee awards you all of those costs.
Expedia is hoping that you'll find the work and expense of getting your money back to be just too much--and then they get to keep your money! DON'T LET THEM! If you take your case to conciliation or small claims court and you win, but not all your costs as you are allowed to claim, check to see if you can appeal to District Court.
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.
I booked flight tickets for my friends from Expedia.com. I put first name as last name and last name as first name. I found the error and called Expedia.com customer service. Below is my experience. Representative tried to contact with airline to fix the issue and could not find the airline help person, then she created a ticket and said her manager would deal with airline for the change. The process would take 24 to 72 hours.
I received an email after 2 days of 1st talk with Expedia.com representative I was asked to call back. I called back. The reason they called is because they want to confirm the person's info to be changed. (What a basic skill it was missed to create customer service ticket! I waited for days then they need confirm what to be changed!) The representative tried to contact with airline again but could not. so the same ticket was updated and I was told that manager would deal with it within Another 24 to 72 hours.
I waited another 72 hours, no email, no any contact, so I called Expedia.com customer service again. The 3rd representative tried to contact airline again but did not succeed. Then she told me, they sent notification to airline for the change. when traveler check-in at time to travel, airline will fix the problem.
Every time, when I called, they tried to show me that they really did great job (calling airline, manager involving) to help me out. I felt that only thing they did was to send notification to airline and then that was done. After 3rd time worked with Expedia.com customer service, I did not trust them anymore, I call airline service line. Very friendly airline service person helped me out. I can talk to airline customer service but Expedia can not. What is joke they claimed that they tried.
Another bad experience is 2 of 3 customer representative I talked with has very strong accent and it's not easy to communicate with them. I am very disappointed for the way Expedia services their customer. I really hesitate to use Expedia again.
My wife books a flight through Expedia. She finds out that there's a cheaper flight online. When she calls within 24hrs, they tell her that they will cancel the older tickets, and apply the new one. After a month, it didn't seem like they had refunded the older tickets. We then find out, after months of fighting with Expedia, Delta and the bank, that she was given misinformation from Expedia.
They say they had refunded the first ticket purchased, which apparently they did, but neglected to tell us that we were manipulated into buying a mysterious third ticket. At no time were we ever told or wanted to buy another flight that we wouldn't be using, and couldn't use. It was from one day to the next in less than 24 hours, requiring us to somehow magically teleport back home, be on time for this mysterious flight.
Silly. But there it was. Turns out, the website allowed us to double purchase, and through the generous help of a sneaky agent, got us to get tickets through both our own account and through a guest account. It wasn't something that we were aware of, and also they didn't tell us about until 4 months later. And the mistakes continued. They booked our 1 year old daughter as a 4 year old, creating yet another comedy of errors. They blamed us, but when my wife pulled up the information, found that she had typed in her birthday perfectly.
Expedia wouldn't budge. They would not refund our tickets, and they would not admit to their mistakes. They kept pinning the errors on Delta, us, and even our bank. Oh, and the tickets that were supposed to be cheaper on the website? They weren't. The agent made a mistake and it turned out the tickets were exactly the same price.
After calling, asking for supervisors and being a squeaky wheel, they wanted to give us a partial credit to use their service, which was almost half of what the amount was. But it was very restrictive, and would only be good for the next several months. In order to use it, we would have to use it quickly, & we would still have to pay them. Sneaky, and certainly not good enough.
So to sum it up: They made a mistake on pricing, they neglected to tell us that we had "accidentally" purchased separate tickets with the help of one of their sales techs, they added years to my young daughter, they squarely pointed a finger at Delta saying it was their fault, then they didn't want to refund us, instead giving us a partial credit to use their services only in a very restrictive manner.
You know what Expedia? Stay classy. You can keep the money you stole from me. Because from this day on, every opportunity I get and for the rest of your company's life, I will live so that I can tell my friends, families, neighbors, strangers, community & social gatherings, Facebook, blogs, & everything else I can think of on how you really deal with customers. I bet you will lose the money you kept from me many, many times over. Judging from the mountain of people who are dissatisfied with your service, your days as a company are numbered.
Expedia has the worst customer service imaginable -- in fact I would never have imagined that customer service could be so bad before dealing with Expedia. In short, dealing with Expedia is a TOTAL NIGHTMARE!!! Here's what I experienced when trying to book a Legoland “Expedia Extras” deal on July 13, 2009. The following offer came up when I was booking a San Diego hotel reservation:
"Buy Adult 2-day LEGOLAND/SEA LIFE Park Hopper Ticket, get Child 2-day Hopper ticket FREE. This offer is effective for admission on the Two Day Hopper ticket from 7/1/09 - 9/30/09, with a discount on additional child tickets when you book by 7/31/09. Must purchase LEGOLAND® + SEA LIFE˙ Park 2-Day Combo Ticket on the Customize Your Trip page to qualify."
I completed my hotel reservation, but I was never taken to the “Customize Your Trip” page to get the Legoland offer. So I called Expedia's customer service number. This was the beginning of a total of six hours of phone calls to Expedia, by myself and by management and staff of the hotel I booked through Expedia, who also tried to help.
The main problem is that the customer service phone staff seem to be making up information as they go along. Over the course of these multiple phone calls, I received a plethora of different answers as to why I could not access this offer, most of which contradicted each other or the text of the offer above. Here is a summary of the explanations I received over the course of these numerous phone calls:
“This offer has expired.” (Me: “but it says it doesn't expire until July 31." Agent: “We haven't updated our web page yet.”) “The hotel has decided to discontinue this offer.” “Legoland has decided to discontinue this offer.” “I don't see any such offer anywhere on our site.” (Two different agents told me this). “You have to cancel your hotel reservation and re-book it again for a later date to be eligible for this offer.”
“You have to book this offer at the same time you make your hotel reservation – it cannot be booked separately.” “You can get this offer by visiting the ‘Activities' tab, it does not have to be booked in conjunction with a hotel.” “You have to visit Legoland on the same date as your hotel check-in date.”
“This offer is only available with a two-day advance purchase.” “This offer is only available with a five-day advance purchase.” “There is no reason why you should not be eligible for this offer, and I will transfer you to customer service.” (I was then disconnected after a 20-minute hold). “You are not eligible for this offer because it only applies to children ages two and under.” (Two different agents told me this, even though the page says ages 0-12.)
The only reason I was finally able to get the promised offer was through the combined efforts of the hotel management and the Legoland Guest Services office – because both knew that Expedia's incompetence might reflect poorly on them. Ironically, the only party that never came through was Expedia – and it was their offer that created this problem in the first place.