Expedia - Page 2

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1.1 out of 5, based on 37 ratings and
108 reviews & complaints.
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Trying to cheat me out of my refund
Posted by on
Rating: 1/51
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 resrevation, but also the filing fee with the court AND costs; for instance, to notify Expedia of the lawsuit you have 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.
     
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Don't Book With Expedia. They Hold Money for Services Not Provided!
Posted by on
Rating: 1/51
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.
     
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Alain on 06/07/2012:
Thank you for your review which once again reminds me why I book directly!
Janet Lee on 08/19/2012:
This same situation happened to me on Friday. I wish I had read these reviews before I used Expedia. Never again. They need to be investigated.
Billiejeanb on 02/28/2013:
I also wish I would have seen this. I have to postpone my trip because my internet is spotty and now Expedia is holding all my cash. If anything I learned not to try for last minute deals.
Almir on 06/06/2013:
Used Expidia before with no problems. There is serious issue with their booking site now. Advertised one price and while going through booking process and submitting my credit card info they hiked price. Never completed reservation after several attempts. There was 17 charges on my credit card made by Expidia. Spent hours with their Customer Service Department to be told they will issue refunds within 48 hours. Huge inconvenience and waste of time.
Julia on 09/28/2013:
sometimes this error happens due to credit cards errors, credit cards do not match the website, however this is not an amount they are holding, it's an amount hold inside your credit card and they did not take it.
The thing is taking an authorization is the step before being charged, as long as it is still held in your credit card so they did not take it, but the reservation didn't go through. Most probably authorization drop within 72 hours.
Sandy on 02/18/2014:
Very upset. I've booked through Expedia for over 10 years. I just had the same thing happen to me and now I am $150 overcharged by my bank the bank would not refund all of it and Expedia says they can't do anything. I will call them again
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Disappointed Customer Service
Posted by on
Rating: 1/51
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:
1. 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.

2. 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.

3. 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 what 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.


     
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dan gordon on 04/01/2012:
you didn't need to change anything. Since your name is the same the order listed makes little difference.
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Bad Service After Booking Air Ticket
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DOVER, DELAWARE -- My father passed away on 11/15/2011. I book my ticket through Expedia going from jfk dt 11/16/2011 to Bombay and coming back on 11/27/2011.

When I cancel my return flight due to funeral process gulf air charge me
$ 197.00 Try to call from Bombay to Expedia 1800 number have to wait more than 30/40 minutes no one answer, try to talk to gulf air personal in their office they don't want to listen to any thing in Bombay office, if have to change ticket date they will just charge.

Secondly from jfk to London flight we specially order Indian non veg food but in American airline they don't had veg food at all.? Our total trip travel time was 30hrs from jfk to London-behrin-Bombay.

Same thing with gulf air too don't know what kind of food they were giving
but in short when we complain the same to gulf air they said they carry only this food?

And air line don't provide any extra water for waiting period of more than 4 hrs. They only provide any food if hold is for more than 12 hrs.

So my friend brother and sister please make sure before booking through Expedia please check that they give right cont info and tel no in case of problem like me what happened.

Also when I came back I lost my baggage till now have not received the same call Expedia to complain for the same and the representative told me they can't do any thing about this issue is with airline have to talk to them I came back to usa on sat 12/03/2011.Lodge complain to American airline. Call them on 12/04/2011.The operator told me that I am supposed to come in Air France where ticket was booked for aa. And surprising that I had 2 bags and I got 1 at the time of arrival and 2 one is still missing.

The funny thing is operator don't look into any problem and just without looking any problem give answer which has no value. Don't know how airline company appoint this kind of staff.
     
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Alain on 12/07/2011:
Since Expedia, the third party contractor, bought the space from the airlines and then resold the tickets to you, they are are the customer in the eyes of the airlines. That doesn't give the airlines a lot of incentive to work with you. I assume you've filed a report with the airline about your missing luggage. Hopefully, they'll find it. Regardless, you can file an official complaint at http://www.ftc.gov/bcp/index.shtml and http://airconsumer.ost.dot.gov/problems.htm
If nothing else, this will add to a data base that people can look at when they chose an airline.
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Expedia hides info, won't admit mistakes, doesn't give refunds
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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.
     
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Anonymous on 09/08/2010:
The more I hear about Expedia, Travelocity, Priceline, etc., the more I am aware that is best to make reservations with the airlines/hotels directly. The only time these third-party booking companies may work is for a last minute reservation for a weekend. Otherwise, I've heard enough to convince me that there is really no savings to speak of.
saj80 on 09/08/2010:
The time to research prices is before booking, not after. While I agree 100% with singsing, when a consumer makes a reservation prior to checking prices, it's their fault.
Anonymous on 09/08/2010:
saj, I think the point is Expedia advertises that if you call within 24 hours of making your reservation and find a cheaper price, they will refund the difference. Sounds like they screwed up on that promise. I would always research before too, but maybe they actually thought Expedia would live up to their promise.
IhateExpedia on 09/08/2010:
Believe me, we did research prices before booking. But when we spotted the better price and called, we were even told that it was perfectly fine to get the new price, especially since the lower price was from Expedia themselves! But as you've read, the lower price was an error, even the sales tech didn't catch it.
getoverit on 09/15/2010:
You definitely can save money with Expedia, as compared to booking stuff directly. But there's no guarantee you will, unless you make the comparisons. But I would make the comparisons first, book the deal, then forget about it.

I went to the Expedia website, read the "Best Price Guarantee Terms and Conditions", and now I have a headache.

But that doesn't alter the fact that the PO went through quite a real nightmare. I've been through much the same with conventional travel agents, too.
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Expedia.com Has Nightmarishly Horrible Customer Service
Posted by on
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.
     
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Eloise on 07/18/2009:
It was a free trip they couldn't do it. What did this cost you? Nothing!
godofwar on 07/18/2009:
was the booking for the same day? because with Expedia, same-day booking will not have you through the activities or "customize your trip" page. if it was not the same day, you definitely have skipped the "customize your trip" page; and there is no way for you to go back and add that ticket to the itinerary. the agent who said it should have been booked together with the hotel was right. the offer is not available anymore after completing the booking for the hotel, if you skipped it. don't blame somebody for something that may be your own mistake.
godofwar on 07/18/2009:
and by the way, I did see that "customize your trip page" when I went through the booking process. it did say that the child who gets free tickets should be 12 years old and below. and then again, you should have picked it along the way as there is no way to add it later. I do agree with you that some of their agents can be a bit dumb. I verified that some promotional offers can just pop up on the website without the agents, even supervisors, being informed or educated about it. I used to hate Expedia myself, but after I have learned to be in sync with how their system worked, I have had no problems since then.
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Bad manners
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UK -- I tried to change my return flight back to london to an earlier date whilst I was still in Istanbul. I tried to click on the link in the email they sent me but for some reason it didn't work. I tried to log into my account but I had forgotton my password, so I clicked the 'forgot password' button but nothing happened and I didn't receive an email sending me a new password. Great...now I had to call the 0871 number...using my UK simcard which will probably cost me about 3 quid a minute. So I phone the 0871 number but the number is not in use! After hours of not knowing what to do my friend suggested I go on a website that gives alternative numbers, I went on it and found an 0207 number for Expedia which I called.

The lady who answered sounded stoned. I couldn't understand a word she said and every time I asked her to repeat herself, she would reply in the same tired manner...just louder. She told me that to change my return flight there would be a charge of 50 quid, plus an extra fee if my seat class was different. I argued that in my itinery it said 30 quid. She just continued with 'no it's 50' Then I asked about this 'class change' and did it mean if there were no more seats in economy would I have to pay more for business etc. She said no, it meant if my seat number was L12 and there were no more seats in L and I had to change to another letter, that would be an extra fee! I couldn't believe it! I asked to speak to the supervisor and she told me to hold, at that point the phone went dead.

I phoned back again, yet another woman with the same kind of accent where all the words merge together and I couldn't understand a thing. She continuously talked over me then told me to not talk over her! Went through the whole conversation again, asked to speak to someone, she says 'you're speaking to me' urm....obviously I meant the supervisor. She says he's on the phone, I said I'll hold and asked the supervisors name, she says 'I'm not allowed to say'...I don't want his bank details! Just a first name will do! I was put on hold for another 10 minutes, at that point I hung up as I had already spent an hour calling them...from Istanbul, and it was clear the supervisor was not going to come to the phone!

Is this supposed to be customer service? They couldn't even explain to me why the email said 30 quid when really it was 50, and when I asked to speak to someone who could explain it to me, they didn't seem too happy about that! What a shame, I used to do a lot of business with Expedia.co.uk but after experiencing their customer service, I doubt I will use them again.
     
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Expedia NO HELP
Posted by on
DALLAS, TEXAS -- This is the letter I wrote Expedia.

My son Kevin, who was on leave from the US Air Force, was coming home from Texas, so we bought a ticket two weeks early through Expedia. The details are as follows:

Itinerary# 12317574003
Airline ticket # 366712337534
ATA confirmation Code: GECDB

When he arrived at the airport in Dallas on April 9 and attempted to claim his ticket, he discovered that ATA had gone bankrupt on April 3. I called Expedia for help and was told that you couldn’t help because my son was already at the airport. Kevin was left with no option but to buy a ticket from Delta at the ridiculously overinflated price of $933.00. This is $801 more than the price originally quoted by your service.

I called Expedia to ask why we hadn’t been notified of the itinerary change, and was told that because the closing of an airline doesn’t technically qualify as an itinerary change Expedia isn’t required to inform its customers. The customer service representative added that Expedia hadn’t been officially apprised of the closure until April 8. When I asked whether Expedia had received phone calls on April 3 from customers who weren’t able to board their flights, the representative confirmed that yes, you had.

Why, then, was it decided that your customers didn’t need to know that their flights had been canceled? A mass e-mail would have solved this problem easily. If we had received warning a week ahead of time - when Expedia was first made aware that their customers weren’t getting the tickets they had paid for - we could have rebooked the flight at a lower cost. You had seven days to notify us of the closure and neglected to do so. The representative then said that these alerts are a noncompulsory service, something that Expedia isn’t required to do. But because you advertise these alerts as part of your service, it’s no longer optional. It is expected. If I’d known ahead of time that you put so little value on your customers that you don’t feel obligated to let them know when their flights have been canceled, I wouldn’t have elected to use your service.

I find this lack of consideration outrageous. I am also offended that Expedia refused to help rebook a flight when we discovered the problem. The least you could have done is attempt to perform some damage control by offering us some assistance in resolving the problem caused by your negligence. I’m not unreasonable; I realize it’s not Expedia’s fault that ATA canceled its flights. But because Expedia’s purpose is to act as a liaison between the airlines and their customers, I expect to be notified when our flights are canceled - especially when you were warned a week in advance. In fact, if you pull up the itinerary on Expedia’s website, it shows that nothing is wrong and that the flight is still confirmed.

Kevin is due some compensation. While Expedia’s negligence cost him $801, I think it would be fair if he and Expedia were to split the difference. If a $400 credit is something you are unwilling to provide, I will have no choice but to file a claim in small claims court.

Chris E. P.
     
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Buyer Beware - Your Seats Are Not Guaranteed
Posted by on
Rating: 2/51
Your seat assignments are a "request" only that Expedia takes no responsibility for and now tells me they were never more than a request that the airline could ignore or honor at their whim. The seat assignments I selected when I booked flights 6 months in advance through Expedia disappeared when the airline changed the flight times (but not the flight number or itinerary). I'm writing this the day I was notified of the time change after spending one hour and twenty minutes on the phone with Expedia. Now the seats I selected and that appeared to be assigned to me are no longer available and similar seats come with an additional $60 per seat up-charge. The only thing Expedia offered me were seats in the center section of the middle of the plane for the 5 hour flight, and even those are now understood to be only a "request." This may not seem like such a big deal, but to me it is.

I want others to know they are much better off booking directly with the airline because the airline is more obliged to honor their booking details than booking with Expedia which claims to be only able to accept my money and mask my "requests" as the real deal, but with no obligation to try to work with the airline on my behalf. I have been a frequent flier for the past 25 years, and have almost always booked directly with the airlines. Lesson learned: I will not book through Expedia again.
     
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Expedia ripoff
Posted by on
Rating: 1/51
BELLEVUE, CALIFORNIA -- I can only assume that Expedia is in financial straits, so you may want to think twice before you give them your credit card. They have a 24 hour cancellation guarantee on their website...what they do NOT tell you is if you cancel within the 24 hours, they will still charge your card for the trip and when you call weeks later because it has not been refunded, they will tell you it will be 8 weeks before a refund can be issued...so they are essentially "using" your money for over 2 months. Does that sound like a financially viable company to you? Sounds like a racket to me. Guess who pays credit card interest on this charge while you are waiting over 2 months? Goodbye Expedia, it wasn't nice to know you.
     
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