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.
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.
We bought a ticket through Expedia, we were prompt to buy the Total Insurance and I did it
Coverage for trip cancellation or interruption
Reimbursement for lost luggage
We had one stop at London
Due to the airplane delay in Huston, we missed our airplane and therefore we had to wait around 9 hours in London Airport. When we arrived to our final destination, the bag was delayed to the next day (total delay of 2 days), we went back to the airport and they gave us the bag but it was broken and the airline refused to file a claim even though we were at the airport.
So in summary we had:
Surprisingly, we called Aon Insurance and after a 45 international call (they refused to get the info by Mail! they asked us to give them :
Letter by letter ( g like georges, e like earth … !!!!!!!!)
After submitting the claim with the necessary documents (claim ref: Travel Protection Plan 15EXC08784),
Travel delay :Not covered by Policy !
Baggage delay : Not covered by Policy !
Baggage damage : Not Covered since we are a secondary insurance !
What kind of Total Protection insurance tell you that you are covered for :
trip cancellation or interruption
Reimbursement for lost luggage
And doesn't cover my Travel delay, Baggage delay, Baggage damage !
This is an insurance that Cover Nothing !
EXPEDIA SAID: THIS CONCERN AON INSURANCE COMPANY NOT US !!!
I will be sure that I will get my right by :
Any help is highly appreciated TO FIGHT THIS FRAUD
MY EMAIL IS GEORGES_TOUMA@HOTMAIL.COM and I am ready for any clarification
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.
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.
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). Their supervisor, **, was sarcastic. She offered me 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.
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.
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.
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.