Expedia - Page 3

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1.2 out of 5, based on 59 ratings and
130 reviews & complaints.
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4200 150th Ave. NE
Redmond, WA 98052
425-705-5161 (ph)
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Terrible and Rude and Incompetent Service to Change Dates on Tickets
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Rating: 1/51

EXPEDIA.COM -- COMPLAINT TO EXPEDIA MANAGEMENT. I have had one of the most terrible and worst service experiences ever. I called about my itinerary to make a simple date change to my tickets Tokyo to London with Aeroflot from 25 July to 24 July. They are fully changeable (Date change with no fee D/Z) business class fares). I called at about 1AM Tokyo time on July 14th. When I first called I was on hold for more than 30 minutes. Then an agent answered me and took about 20 minutes and then said I will be connected to a supervisor. The supervisor said they must contact the airline. Then my call was dropped (I did not hang up).

I called back and was put onto another operator. This operator was on the phone with me for 60 minutes and still could not change my tickets. The operator said to wait until the service desk calls me. After another wait, the service desk called me and said the flight did not have seats anymore at my fare to change. However there definitely were seats earlier when I called. I also checked while I was on the call on-line using ExpertFlyer to confirm there were enough Z fares during the long call. Basically because all the Expedia agents took so incredibly long and keep passing me from one agent to another the seats were not available by the end of the three hour call.

When I said I have waited three hours. Because the Expedia operators took so long then the seat was not available at the end. He did not even apologize, and simply said the standard line about airline policies. After three hours on the phone from 1am to 4am in the morning in Tokyo I was so upset and frustrated and worse, that the operator did not try to apologize properly. I am very upset and disappointed. I bought full fare business class tickets and have spent many thousands of dollars over the years on Expedia.

This morning I called to Expedia and asked to speak to a manager. I voiced my complaint and was simply told to wait to speak to a manager again. I was told to speak to a manager called **. But after again a 30 minute wait the call was dropped instead of transferred! It was incredibly frustrating. This is one of the worst customer services I ever had. I have also spent more than $100 USD on international calls today for this matter to call from Japan, and no result. I want proper and formal compensation and an apology from Expedia.

Trying to cheat me out of my refund
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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 reservation, but also the filing fee with the court AND costs; for instance, to notify Expedia of the lawsuit you 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.

Don't Book With Expedia. They Hold Money for Services Not Provided!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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.

Disappointed Customer Service
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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.

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. 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. 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 that 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.

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.

Expedia.com Has Nightmarishly Horrible Customer Service
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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:

  1. "This offer has expired.” (Me: “but it says it doesn't expire until July 31." Agent: “We haven't updated our web page yet.”)
  2. "The hotel has decided to discontinue this offer.”
  3. “Legoland has decided to discontinue this offer.”
  4. “I don't see any such offer anywhere on our site.” (Two different agents told me this).
  5. “You have to cancel your hotel reservation and re-book it again for a later date to be eligible for this offer.”
  6. “You have to book this offer at the same time you make your hotel reservation – it cannot be booked separately.”
  7. “You can get this offer by visiting the ‘Activities' tab, it does not have to be booked in conjunction with a hotel.”
  8. “You have to visit Legoland on the same date as your hotel check-in date.”
  9. “This offer is only available with a two-day advance purchase.”
  10. “This offer is only available with a five-day advance purchase.”
  11. “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).
  12. “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.

Never Expedia Again, High Handed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Worst Customer Service.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Rewards Program Would Rather Lose a Customer Than Help
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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.

Charged My Credit Cards for Rooms Not Available
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Rating: 1/51

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.

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