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.
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.
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.
Expedia Customer Service is anything but. I have been trying for 3 weeks to work with them about correcting a mistake I made on their rewards program. I redeemed points for a coupon for a VIP access hotel and they will not help me in anyway to correct the problem. I asked for a switch to their "regular" hotel coupon which is the same points value. It took me YEARS to get enough points for any kind of reward since the minimum is 3500 points to get even a $25 hotel coupon. I can't believe they would rather lose a customer than help make the exchange. I will be finding some other booking system from here on out.
Called Expedia to book two rooms at a hotel in Florence, Italy. After taking all my information and charging my credit card, I was informed only one room was available. I told the representative we needed two rooms and to cancel my order. She transferred me to a representative who would take care of it. After being on hold for 30 min, I was told that my "refundable' room would be refunded, but that it could take weeks.
If the rooms were not available, the order should not have been processed. Any online retailer will let you know if merchandise is available prior to placing an order. Does Expedia not have the capability to do this? Never use Expedia I learned my lesson.
After being guaranteed a price match over the phone with two separate reps, I decided to move forward with the booking. My company uses Egencia, so I thought Expedia (same umbrella) would be reputable. I did exactly as the sales agent told me and took a screen shot of the ORBITZ lower price and added that into my submission for the price match guarantee and then confirmed my nonrefundable booking over the phone with a nice gentlemen.
Later that day I received an email stating my "price match" was denied because that rate was no longer on ORBITZ. Never was I told that price had to stay up for a prolonged period of time... I was just told it needed to be that lower price when I booked and guaranteed I would get the lower price along with $50 GC. So as you might imagine I was a bit shocked to see DENIED to something I thought was a done deal.
I tried calling and was passed around to numerous people who couldn't help me for over an hour. Then finally I received a manager, who advised he couldn't assist and the price match team wasn't able to be reached by phone. I would have to submit an email to them and just wait for them to get back to me.
What a bait and switch tactic... get you to confirm a nonrefundable ticket with promises and then make it impossible to get in touch with anyone in regards to your refund. Needless to say I will never use this company again.
AMITYVILLE, NEW YORK -- This will be somewhat long but if anyone reading this is going to use it to base their decision to book with Expedia please be patient. The first thing I want to say is that I'm someone who travels a fair amount of time. I consider that taking at least 3 trips a year through flight to both domestic and international locations. I've been doing this since 2010. I have booked all of my flights through Expedia. The reason for this is because I find their website to be very easy to navigate and great prices.
I have to commend them on having an amazing website with a very easy interface. One would think that with such a great website that their human interaction is just as good. I want to say this without any exaggeration at all, as I know many people exaggerate when writing reviews. Expedia has THE WORST customer service out of any company I have ever dealt with. That of course is a personal opinion but let me give some personal background.
I've work in customer service for several years and as a professional, trained, created, and ran an entire customer service department for a call center on two different fronts. Both internally as well as outsourced. I felt I did that with at an extremely high level so when I deal with other customer service departments for other businesses I give them the benefit of the doubt and try to make their jobs as easy as possible since I know the ins and outs of the business.
The sad thing is with Expedia, I truly believe that 90% of the agents are either incompetent, which I know can be awfully mean to say, or they have 5 minutes of training and then are expected to handle live customers. I've had 3 absolutely awful experiences where on the 3rd I had a friend of mine on 3-way just to witness how bad they are so we could laugh after. The #1 question anyone could ask is "If they're that bad why continue to book through them?" Fair question so here are the answers.
I don't need to rely on their customer service to complete my bookings. If I've taken 20 trips I've probably spoken to their customer service 4 times. As I mentioned before the website and prices are excellent. I'm a huge fan of rewards points and I earned several through my years of booking with them. After this last interaction I'm going to redeem my rewards points and never booking with them again. So let's get to it.
I'm going to Israel for Good Friday to have an amazing religious experience. In doing that, I wanted to book a tour that takes me through Jerusalem and Bethlehem. There are several that Expedia offers and the one in particular I wanted to book says it's going to one of the sites I really want to go to, the Wailing Wall. The thing is, the main description says that's one of the sites you get to go to but in the detailed description it says you only see it from a distance. So my one and only question for Expedia is do I actually get to go to the Wailing Wall or do I see it from a distance.
I call Expedia and it literally takes about 3 minutes to speak to someone. I tell them the tour I want and then my question. The person I speak with tells me that they need to transfer me to customer service. OK fine. I'm then transferred and have to wait 20 minutes to speak to someone. Finally I get someone. She says her name and asks me for my name and how she can help me. I tell her and then out comes the question.
Me: I'm trying to book a tour and had a question about it. It's the Full Day Tour to Jerusalem and Bethlehem. It says in the description that I go to the Wailing Wall but it also says I just view it from a distance.
Representative: Is this the Rome tour?
Me: No. I said Jerusalem and Bethlehem. This is a tour in Israel. It's called the Full Day Tour to Jerusalem and Bethlehem.
I hear her typing and then reading very silently. This let's me know she's simply looking at the website. She has the same exact access I have. I could literally help her with her next customer if they had a question the same way she's helping me. I'm on hold for about 3 minutes.
Representative: OK Sir, is this the Full Day Rome tour with entrance to the Coliseum??
Me: ....... Ma'am. Can you please get me someone who can help me. I've been on the phone for 40 minutes. Maybe it's just been 13 with you but it's been a total of 40.
I got off the phone with a slight headache.