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.
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.
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.
I had a return ticket from Norway to Angola and I needed to change the return date. I had paid $500 extra for the ticket so that it was changeable for a fee. After calling Expedia for 4 days in a row being on the phone with them for 1 hour at the time to try to change the ticket they told me "sorry" it can not be done even though it was written on the ticket that it was changeable.
In the end I had to buy a new ticket costing me $2000. The "we are so sorry" from Expedia is really offensive since in the end it was I as a customer that took a huge loss and the cost for Expedia was zero. I WILL NEVER BOOK WITH THEM AGAIN!!!
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.