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.
REDMOND, WASHINGTON -- I recently took a trip to Amsterdam and booked a flight/hotel package through Expedia. I spent almost $30 extra per day for a "room with a view". I also called the hotel 6 weeks before the trip and they were very vague and offered no promises. The view was an ugly air conditioning equipment and other hotel rooms! Expedia was nothing short of deceptive, and I was ripped off! For the second time, Expedia did not respond to an e-mail complaint. I plan to contact the Better Business Bureau. I will never again book a hotel through this company!
CANCUN -- We used Expedia to book a car rental in Cancun, Mexico. It was a VERY BAD experience, and cost us about $150 more than if we had booked straight through National Car Rental. The Cancun agency offered to rebate us $150 to $200 -- IF, we would spend 3 hours listening to a time share sales pitch. I can only say that we will NEVER use Expedia again, and we will tell our friends, etc., about our rotten experience.
LOS ANGELES, CALIFORNIA -- Hung up on multiple times, 90 minute wait for a supervisor to change a FC flight I told them was changeable, but moron agent tells me was not. Supervisor makes the changes for me then never sends me the updated itinerary. Spent 3 hours and 45 minutes in total on the phone with the worst customer service experience I have ever had. Will NEVER use this service EVER AGAIN nor should anyone else... And I don't want them contacting me with any type of apology or even consideration. I want them to die.
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.
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.
I had a death in the family and had to book a flight ASAP using Expedia. I booked a round-trip ticket from Miami to Montreal March 17 in the am returning that same evening just enough time to go to the funeral. I made the reservation March 15 at 9 pm, but I never received the immediate confirmation, which I always do, so I went to bed. I woke at 3 am and tried to check in for the flight or choose my seat, I do not recall. When I finally received the confirmation I realized what the problem was. I booked the ticket departing Montreal to Miami, so the opposite considering I was in Miami.
Please keep in mind that this was just 6 hours after I booked my ticket. I called Expedia at 3:30 am because I was sure that they would refund or credit me the ticket. I am a long time customer of Expedia and spend at least $10000 a year with them so I was very confident. Wow was I mistaken.
The initial call didn't take very long as they would only give me a credit on a FUTURE travel because they would not change the routing of the ticket. They said it HAS to be the same ticket so Montreal Miami round-trip. I told her about the death in the family and she said to send the death certificate. I told her there was no way that I would ask my brother in law who just lost his son for a death certificate and that I would just pay the penalty. Very simply no penalty they said I had to buy a ticket all over and that they would credit me the 2100$ for future travel. Being that it was 4 am at that point I dropped it and went to bed.
When I woke up I called my travel agent and told her what happened. She said what they did was completely illegal and that I could use the credit towards any destination. I took her advice and called them. After a one-hour wait time and back and forth with the agent he finally agreed to give me a full refund and said that the email confirmation would be in my inbox shortly. He also said that it would take 3 to 5 business days for the credit to appear to my bank.
One week went by and no email. I checked my credit card statement and sure enough a charge of $2,159.19 CAD was processed. I called Expedia to make an official complaint on March 24th and they told me that the phone conversations had to be reviewed and that they would get back to me in 72 hours. Five days went by with no call back so I called them once again to speak to another supervisor. ** I mean more unethical than that I have never seen. To go as far as to claim that I made up a one hour conversation with one of their reps is just disgusting!! Can you help me?
NEWARK, CALIFORNIA -- Here is my story of a rental car that I booked through Expedia. I believe that it is very important to check the customer service like Orbitz is doing prior to put them in your list as clients. (Itin# **). It is the first time that I am using Advantage Rent a Car and for sure the last time. From the beginning the reservation went wrong by not specifying where the offices are, not at the airport but at a hotel that you have to use the shuttle.
Upon my arrival there were two gentlemen at the desk, I was dealing with the agent **. From the beginning he was pushy about the full coverage insurance and the gas. He was not trying to sell. He was demanding to sell. I was using my debit card, and he told me that they would do credit check because it is their policy and they would take $350 deposit. I had just left a car in NY that I had rented from All Rental Car and two weeks prior had rented again from Enterprise Paramus New Jersey as I am here often on business and that was not the case with both locations. I asked to talk to a manager.
A “gentleman” showed up who told me “Madame do you see the sign?” pointing at the Advantage sign, “this company said that the customers who use debit card will have to go under a credit check and deposit $350. Now listen there are other 8 car rental locations at the Newark Airport.” I was so surprised by his behavior. Could not believe it. I asked his name and he said “** you spell it”. Obviously that “manager” did not even think of giving a business card or a last name.
After that he disappeared back to his office. Meantime the system was down and it took almost 30 minutes for the procedure to finish. The two gentlemen ** and the other young man on the counter were putting efforts to excuse themselves about the system by joking around which was very silly. After my encounter with the “manager”, agent ** started asking about my first name and laughing about it because it is hard to pronounce which was rather offensive. After that agent ** asked me to sign the car inspection while still at the office without bothering doing a walk through with me around the car. I was so surprised but did not want to stay there anymore.
On my way out after signing everything he run after me to make sure that he gave me the car that I asked for. What if it was not the right car, I would have to do all this all over again? I am in the customer service industry as well and travel a lot. I was under the impression that by trying a different company it would be a good experience. Advantage provided the worst experience I ever had as a customer at Rental Car Services. I am sure that it is not the company but those that you put to represent it...
Could not be worse. I cannot complain too much about the agent when his manager himself has worse attitude. It is my first day I have rented the car and honestly do not even want to go back to that location to return it! It is too bad I have taken so much of my time to write such an awful experience instead of being happy by customer service and saying to everyone to hear it...
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.