Expedia - Page 3

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1.1 out of 5, based on 40 ratings and
111 reviews & complaints.
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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 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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Will Never Trust or Use Expedia for Travel Services Again.
Posted by on
Rating: 1/51
OSWEGO, NEW YORK -- I was never notified of a departure time change and my family missed their flight. After being on hold, disconnected, being on hold again for two phone calls amounting to 75 minutes, a "level two" supervisor indicated that Expedia had not gotten any notification from Delta about a time change. Therefore, they did not notify me. I asked for compensation, as my family had a TWELVE HOUR layover in Atlanta(with a 6 year old, no less). They supervisor, "Ange", was sarcastic. She offered my a $100. voucher and later offered a $50. voucher. When I asked about the change, she told me "I can give you the $50. voucher, if that is what you want." Then explained to me, TWICE, that $100. was more than $50. Very condescending, and, took no responsibility for the problem.
I will only use Expedia to see what flights are out there, and then book with the airline. Delta emails, calls, etc. to make sure you are aware of changes. Expedia did not and I won't take that risk again with them.
     
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Horrendous Customer Service and No Accountability
Posted by on
Rating: 1/51
I called into Expedia about a car rental I had booked for my mother in law who was coming to visit us for our children's birthday. I booked online through the Expedia for TD site to take advantage of my TD rewards points. My rental was a reservation only and still required me to go to the airport and pay the car rental company which was not communicated to me until after my mother in law landed and went to the car rental agency. I contacted Expedia and was met with an extremely unhelpful agent that showed no empathy in our situation. We then spoke to a supposed Supervisor who continued to recite the same policy over and over and was unwilling to empathize or come to middle ground. We asked for our points to be put back onto our credit card as we were unable to complete our reservation and pay the car rental company as our mother in law already provided her license and credit card for the reservation. The Expedia "Supervisor" advised they couldn't put the points back and had to escalate to TD rewards. We then asked for his agent ID# to hold him accountable for ensuring this escalation takes place and he refused. We asked to speak with his superior and who he reports to and he advised he doesn't have a boss. This was an awful customer experience and am completely disgusted at the treatment of their customers and lack of accountability. I will never deal with Expedia again and will be sharing my poor experience and lack of resolution with anyone that will listen.
     
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Specific Seats Selected Are Only requests...not Guaranteed
Posted by on
Rating: 1/51
Be forewarned. I have used Expedia for many, many years, but I have finally had it. I booked return flights from LAX to Portland for my wife and 2 kids under age 7. I picked the flights, because Expedia specifically had the seat finder, so that I could pick specific available seats, which I did. It ends up that is complete false advertising. Because Expedia is an agency, anything you input, seat, food..etc. is only considered a request and the operating airline can completely refuse to honor it like they did with me. Next time even if it is a bit more expensive, if all legs of trip are with one airline, I will book directly through the airline website.
     
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Peter on 04/19/2014:
I always book directly with the airlines and have only once found a cheaper price through an online 3rd party. Even the airlines can switch seats or change equipment that has different seating but (it is supposed to be a secret) the airlines, hotels, etc do treat 'cheap' (read online agency bookings) passengers as steerage class.
rbjr on 04/22/2014:
I've worked for an airline and a travel agency. Seats selections are only requests even if you book directly with the airline.
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Left To Hang In The Wind
Posted by on
Rating: 1/51
SEATTLE -- Expedia exploited the situation they created for me and charged me for a ticket I had already paid for. So I had to pay an extra $3000 or be stranded in the Far East for days.

I have never experienced such a useless and unhelpful group of people. I cannot put this too strongly: Do not use this company unless your travel needs are short and uncomplicated. For example, a short trip on a bus might be something they could deal with. The carrier airline that Expedia used for my tickets was SAS and they were extremely honest with me about my chances of getting any help from Expedia, and they were absolutely correct.

Expedia lied about what had happened and then tried to cover it up by forcing me to buy a new ticket. And that is just part of a long and horrible story. Go direct to the airline if you are traveling internationally, avoid these people.
     
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Paul on 03/19/2014:
I don't know about other people, but I can't act on a complaint where someone says "Don't use company X - I got burnt" but doesn't tell what actually happened. You are alleging mistreatment, but without details I can't independently confirm for myself that you were wronged, and if so how badly.
Ralph on 03/20/2014:
Agree with Paul. What happened?
Weedwhacked on 03/21/2014:
There's always two sides to a story. Having in the past worked at both a travel agency and and airline, I've noticed that it is the customer who is usually wrong with these types of situation.
Iwa Tulip on 03/21/2014:
The review process expressly asks reviewers to be succinct. But if you want the whole story here it is and please, try to make the fair play reasonable guy thing not so obvious for what it is: playing back any negative comments for pay.
My wife bought me a couple of tickets from Expedia one from Richmond VA to London in the UK and the other from London to Krabi in Thailand. The first ticket was premium class and the second was business class. I normally buy direct from the airline sites but in this case my wife wanted the Expedia points and the price difference was small for the business class section but it did not matter. I was the one flying, she reserved the tickets.
The e-tickets and confirmations all worked out and I set off for England, and then 8 days later for Thailand. When I was in Krabi I had a request to take part in a Bangkok meeting. I looked at the Expedia rules on ticket changes, possible but they charge a penalty that is raised by the airlines, apparently even for business class tickets. I rang Expedia, explained I needed to get to Bangkok two days earlier and then fly on to London as booked on the 19th March at 0025 in the morning. It was a difficult call, it took about 40 minutes but in the end the Expedia rep who was in the Philippines, confirmed the change, confirmed that my return flight was now from Bangkok and that the penalty for the change was $322 which I paid by credit card over the phone. Later that day I received an email confirming the change and my Expedia ticket on the web stated NOW RETURNING FROM BANGKOK.
When I arrived at Krabi air port to take my flight to Bangkok I was told I did not have a ticket to travel to Bangkok. Nothing was recorded in the computer. I showed them the email but they said it made no difference, there was no ticket in the system. Since I was travelling with a local Thai official he offered to fix the problem. We went to the ticket office of SAS's partner in Thailand, (Royal Thai) and were met with great courtesy and confusion. Yes, they understood I had a confirmation but this was from Expedia, they had nothing from SAS requiring a ticket change or re-issue. This was on a Sunday the SAS office in Europe were closed and they have no 24 hour support so the people in the ticket office had no solution. I had to buy the last (economy) ticket on the plane and fly to Bangkok to fix it there. To help me they provided me with a complete printout of all transactions to do with my SAS London-Krabi-London ticket from Amadeus/Zeus systems, receipts and a lot of apologies.
I arrived in Bangkok and rang Expedia, in all about 11 times and spent a total of nearly 13 hours on the phone with them over the next two days. At first they assured me on Sunday that everything was fine, my ticket was valid from Bangkok to London on Wednesday at 12.25 in the morning, SAS flight no problem. On Monday I rang SAS in Stockholm. They said that Expedia had used the wrong entry protocols on the ticket re-issue request. There was no ticket for me in their system and the only way to solve the problem was to talk to Expedia. For Monday afternoon until Tuesday afternoon I was ringing Expedia about once an hour. Several people shared the conversations listening on the speaker phone and all were amazed at the inability of the Expedia staff to solve the problem. I had one simple question: Would my ticket be valid on Wednesday morning for the Bangkok - London journey. Out of 7 staff and 3 supervisors only one actually told the truth or did anything to solve the problem. Her name was Kiri and I spoke to her Tuesday 18th for about 2 hours in the afternoon 8 hours before my flight departed.
She told me that my ticket was cancelled because I had already flown to Bangkok and my journey was booked from Krabi - London - Bangkok. I told her that I had paid the $323 penalty and re-booked the Krabi - Bangkok but despite a confirmation no ticket had been issued. In addition all her colleagues had said to me, in front of witnesses that the ticket was now from Bangkok - London as per the original, in fact on the Expedia site the confirmation clearly stated that it was from Bangkok to London. Kiri then told me that this was not true. There never had been a change confirmation, I had cancelled my Expedia booking by flying to Bangkok and they could not be responsible for the onward journey. There never had been any re-issue or change of tickets and the ticket I had was worthless. All she could due to help was to reserve a new business class ticket for London from Bangkok but there was only one left so if I gave my credit card details she might be able to hold it until she had a decision from Expedia head office.
When I arrived to check in at Bangkok airport the SAS manager was called because I was trying to check in on my original ticket confirmation number. She explained that this ticket was valid but had not been confirmed by Expedia as paid for ("O" status). However a new ticket had been purchased by Expedia for $3000 in my name and I could use that. When I checked my credit card account it stated that 1850 English pounds had been taken by SAS about 4 hours ago, about when I had been talking to the Kiri lady about getting Expedia to revalidate the ticket I had paid for. The SAS manager was extremely apologetic
Lori on 05/13/2014:
I also experienced problems with Expedia double charging me for a hotel. Your story were very helpful. I went back and forth with them for hours, ending with me calling the hotel manager in which they told me could not refund my money. Well the hotel manager had a totally different story, they told her that they were going to refund me the money. They hung up on me twice, and lied to me. Just wish I could warn others of their unethical doings.
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Customer Service Still Not Satisfying
Posted by on
Rating: 3/51
BELLEVUE, WASHINGTON -- There is no question Expedia is one of the top voyage booking websites. It includes numerous advantages that made it the initial pick in any traveler's listing. Even if basically useful, the site's customer service is not as quick to respond because it should be. It decays it's popularity as one of the leaders whilst competing with competitors. I confronted problems for my bookings with buyer service, and also certain information didn't look like to be suitable as told via the organization agent over the phone.

In case you're concerned I like better using theholidayHotels.com because they offer the same deals/hotels/flights etc as Expedia, nonetheless on the site there could be found some extra listings of hotels, that are not listed on top of the habitual sites. Those hotels in their system has been a great support for me, because they are not only reasonable, however also equipped with the nicest facilities.
     
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Switcheroo: Booked 2 Doubles/given 3 Per Bed
Posted by on
Rating: 1/51
ST. LOUIS, MISSOURI -- I made a reservation for 3 using Expedia. I was supposed to get 2 double beds, but when I checked in they, by their own admission, had overbooked. The lady at the desk apologized and told me that all they had were king sized beds. When I decided to check into another hotel where I wouldn't have to pay to share a bed with my teenager and my "jackie-chan-wild-sleeping-son," Expedia refused to refund my money. I ended up paying for two hotel rooms that night and I am not very happy about that. Unless you're okay with sleeping 3 per bed, don't use Expedia to make hotel reservations!!! Even if they initially tell you that they will give you 2 beds, they have the power to renege on their part of the agreement and take your money!
rip off!! Unfair!! Ridiculous people per bed calculation formula!!!!
     
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Free Cancellation Policy Not Honored
Posted by on
Rating: 1/51
I used Expedia.com for years, not any more. For the Christmas eve made a reservation in a hotel in San Diego. Expedia advertised free cancellation policy. When I decided to cancel 3 days advance and my refund came to zero. So called Expedia customer service. She was nice but after contacting the hotel she said she can not Refund my money because hotel will not refund the Expedia. So basically Expedia says We Do not charge for cancellation but if the hotel policy is not to return money We can not refund you. But remember Expedia advertises on the same hotel free cancellation policy. That is false advertisement.
     
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