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.
NEVER NEVER EXPEDIA. Already start telling my friends NOT to go through Expedia. Made 4 Phone Flight Tickets booking, All flight seats are scattered, not sitting together. Worst Nightmare is a Name Spelling Mistake to 1 ticket. Upon receipt of email, called Expedia immediately on this mistake, they ignored. So I called Air Canada (AC) + CX on this. AC v helpful, called Expedia + emailed on this Mistake + Not to Issue Ticket. Expedia Issued ticket. Now asked me to cancel ticket, to rebook at much higher fare.
Expedia REFUSED to take up responsibilities and it is more > 1 month, still refused to amend Mistake. V frustrating, as air fare is getting more higher and also hardly any seat left. HIGH HANDED. Just want to Close Sale. NO SERVICE. This is FIRST and LAST through Expedia.
Expedia: Losing Faith in Customer Relations. Today after an hour of arguing and being placed on hold I gave up. Tomorrow would have been one month of attempting to attain compensation for faulty information that will put me out at least a stack of cash.
For the past month I have been told repeatedly that this situation is my fault however, today I was told that the situation is my fault because I did not know that in some cases Expedia customer service representatives tell customers things to make them happy. Translation: a representative lied to me to make me happy?
I was also told that the only compensation the company could give me was a $50 voucher for a hotel (no flights). Unfortunately, that voucher would mean using Expedia again for something I don't usually use a third party to book. No Thanks. I was told over 72 hours ago that within the next 72 hours I would receive a callback concerning multiple ongoing inquires pertaining to my flight change. I have also been told the following:
* It is possible to only take only the second leg of my flight however I would not be refunded. (This e-mail prompted me to buy tickets to stay in Europe and not take the first leg of my flight). ** 6/3 via e-mail.
* That the airlines were the ones that were charging Expedia to change the tickets --** 6/20. (After calling the airlines I was told Expedia was the only one who could change a booking).
* I could change my reservation for a fee and would be able to conference call with the third booking party -** 6/21 (This never happened even when I called at the time we discussed on the phone).
* I can not change my reservation at all and will get a call back within 72 hours to talk about compensation for hours on the phone and miss information from Expedia --** 6/25. (I NEVER received this call back after waiting almost a week).
* My case had been moved to high priority and I would receive a call back in 24 hours. (This never happened either).
This serves as a written record of the slew of misinformation I was fed. Apparently customer service agents at Expedia and Expedia UK are taught to appease customers by telling blatant lies or to hang up if they do not know what to do. When I finally talked to someone who could give me a straight answer (Either buy a 1,400 pound one way ticket or revert to your former plan eating whatever cost I put into the other tickets).
And P. S. there is NOTHING Expedia will do to compensate you for the money and time they have put you out) there was nothing I could do. Why would a company lead me in circles by telling me I could have conference calls and that they were looking into my case when that is all they needed to do? I talked to as many supervisors as I could and was told different things by each. I will never use Expedia again.
I went on a trip to Las Vegas with some buddies from work. A friend's wife booked the trip through Expedia on their credit card and we all forked over the cash. There were seven of us leaving from the East Coast to Vegas and we were staying at the MGM Grand.
We had booked two rooms for the seven of us. Each room had the usual two beds and we were told one room would have 2 extra pullout beds and the other room would have 1 extra bed to solve the problem of having an odd number of people (7).
We land in Vegas and go to check in. The front desk clerk explains they only can have one pullout bed per room due to Las Vegas fire codes and that Expedia was aware of it. So basically one of us is screwed. I call Expedia and explained what happened. To basically sum up the 45 min conversation with the customer service **, I was told that I can either sleep on the floor or in one of the other beds with one of the other guys. I didn't go to Vegas to sleep with another guy.
The MGM Grand manager was very nice but explained to me when you use a middleman type of company to book a trip, there is nothing really the hotel can do for you, it's Expedia's job to deal with it. All he said he could do is give the odd man out another room for a good deal. But a room was paid for already, not a spot on the floor.
Being from New York I ended up stealing another pullout bed from a room down the hall while the lady was cleaning it. I guess Vegas still isn't ready for the East Coast people yet. Both our rooms managed to complain to the front desk for the 5 days we were there and we scammed free meals for each of the nights.
Now a week later and back home. I called Expedia back and explained my story to customer service. They offered no help and probably had the IQ of a houseplant. The man told me they can't book a trip to Vegas and have 4 beds in one room due to the fire code. I gave him the itinerary number and said look they did book one. He transferred me to another genius and I had to start all over and explain everything to this mastermind.
I asked why did they book a trip, take our money and then offer no resolution to the problem in knowing that you cannot have 2 pullout beds in one room. And why was I told to sleep on the floor or in another bed with a guy by one of their representatives? No answer.
I hung up and called back and I pretended to book a trip to Vegas. I told them it's a seven person trip and we want to stay at the MGM Grand. I want 4 people in one room with 2 pullout beds and 3 people in the other with 1 pullout bed. "No problem sir, we can do that".
I told the representative I want to reserve this trip and call my friends and give them the price and then call back to pay for it. She had no problem with that, she was more than happy to take $3200 from me knowing that you can only have 1 pullout bed in each room and that when we actually get there one of us is screwed.
I called them back and asked to speak to a supervisor. I eventually got someone claiming to be one and explained to him the entire situation and about the trip I just booked. He was so stupid or just pretended to be that I had to explain it all over again to him. He said he was going to transfer me over to customer care. I thought that's who I was already talked to. I was transferred and the ringing of the line was a weird ring and didn't sound right. I was waiting to get hung up on.
A woman answered the phone and I could barely hear her. She had a thick accent and could not understand a word I said. I explained to her I was transferred to her and told her the whole story. She couldn't comprehend anything I said to her. She told me she was sorry and she was tired and that she had been working all day. It was 10:30 am where I was and the customer service hero from before told me he was in Florida so I assumed so was this rocket scientist. I asked her was she located and her answer was... Manila, Philippines. So Expedia outsources to other countries just like AOL does. I basically told her where to go and what do with it when she gets there and hung up.
I did some investigating online that day and tracked down the company that owns Expedia. They are called Expedia Inc. They own other companies and are located in Washington state. I called them and got some secretary and explained to her what happened. She couldn't believe it. She transferred me to a gentleman and I talked to him for a bit. I think he was in Investor Relations or something more because when I gave him my full name he read back to me all the names of the people on the trip. He wasn't some schmuck that I have been dealing with since this all started.
He told me he was sorry and I explained to him I will never use Expedia again due to this experience. He credited the money back of all the people who stayed in my room for the cost of the hotel. We had to still pay for airfare which was fine. I said my thanks and within 2 weeks my friend got some money back and gave it back to us.
I will never use any booking company again. You can get better deals through the actual hotel itself and through the airlines. And if there is ever a problem, the hotel or airline has to fix it. When a middleman such as Expedia, Hotels.com, Orbitz or anyone pretending to be a real company screws up, they don't have to do anything to fix it. They just tell you to sleep on the floor on your vacation or transfer you to the other side of the world and forget about you all for your hard earned money.
BELLEVUE, WASHINGTON -- Run!!! I have paid and confirmed the E-ticket. After a week by accident I looked through my bank account and found out that they charged me DOUBLE than the original invoice! Immediately after customer service "assumed" I was the one in fault and not their system. You have to physically save the invoice or take a snapshot of your screen or you will have no way to fight it. The customer service was HORRIBLE. They transferred me for hours to India, transferring me from one "salesman" to another.
Poor English, lack of knowledge, and absolutely no desire to actually really help and solve anything. They will put you on hold just to get rid of you! What an insult to the injury! Do not use their service if you can. But if you do, beware that mistakes or flaws in your booking may not come from you, but from them. Check your bank account and fight the charge through Credit Card company you have.
REDMOND, WASHINGTON -- I am not happy with Expedia. The price changed to a lower price and the company denied the claim stating I have 24 hours to file a claim. Booked on 7/1/16 and found the same trip cheaper, 7/6/16. Spent a long time on the phone filing the claim of $65. Then denied the claim on 7/7/16.
Expedia's best price guarantee means nothing. I promised to take Expedia's denial of claim and post it on the internet so others are not scammed by Expedia's statement that they have a low price guarantee. It's the same as a warranty that you cannot collect on unless you go to court. Senior management needs to be notified of their lack of customer service. If they already know then your whole company is in trouble.
CALIFORNIA -- Worst customer service. I purchased a flight and hotel "Package" for a Fri to Sun. Didn't notice that only 1 hotel night was on the itinerary until a few days before our trip. I called Expedia and kept getting the run around. Was on the phone for almost 2 hours. Wanted to see why there was only 1 night booked when I purchased a package for the full time I was there. All the people I talked to on the phone said this was a glitch but they couldn't do anything about it.
Finally got sent to someone who is supposedly upper management with a name of Mallory (Probably isn't even her real name). Very rude and kept saying it was my fault and that I must have clicked different dates. I got a damn package deal!!! Why would I only get a room for 1 of the nights that I'm there. She said they would not do any type of compensation because it wasn't their fault. She really didn't seem to care about how bad her customer service was and how she was representing her company.
I recommend to stay away from them, but if you do use them and have to call to have something fixed, do not deal with Mallory. You will not get anywhere because she has no power to do anything to help you. Hang up and hope that you get someone else on the line.