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1.1 out of 5, based on 33 ratings and
104 reviews & complaints.
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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 2014-03-19:
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 2014-03-20:
Agree with Paul. What happened?
Weedwhacked on 2014-03-21:
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 2014-03-21:
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 2014-05-13:
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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Expedia Provides a Horrible Customer Experience
Posted by on
Rating: 1/51
I was booking flight online through Expedia when I noticed a warning that only two tickets remained for my chosen flights. I also noticed a number for Expedia, so I called it to ask if my wife and I would be able to sit together on our flights. Instead of answering my question (btw, they referred me to Delta to get the answer), the Expedia representative spent about 20 minutes with me taking down all of my information so she could set me up with an Expedia account. I assume she must get compensated based on how many accounts she sets up and how many flights she books. When she got done, she quoted me a rate that was $72 higher than the one I found online. Her delay in answering my question resulted in a rate increase. I wasn't very happy about that, but to make matters worse she grilled me about changing my flights, changing my travel dates, etc. to the point where I got concerned that she would proceed to screw up my itinerary altogether.

Finally, after nearly having to hang up on her, I ended the call and booked online myself. Based on my experience with the Expedia rep, I was concerned about Expedia's ability to get my trip booked correctly, and I opted to select the travel insurance for another $45. But, after thinking about it for about an hour, I got progressively ticked off about paying $117 extra between the increased airfare and travel insurance. That was roughly 12% of the total online package price. So I called back to attempt to at least cancel the $45 insurance plan. I got the door closed on me at every turn. What a tacky approach to doing business. Never again.
     
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King Size Disappointment
Posted by on
Rating: 1/51
TRAVERSE CITY, MICHIGAN -- We reserved a king size room, but after a 6 hour drive, the West Beach Resort Holiday Inn in Traverse City MI did not hold our room, even though we paid for it a month in advance. We pleaded with them to give us the room that we paid for, but they said they could not help us. We called Expedia, through which we booked the reservation, but their customer service said that they could not help us either. We ended up staying in a less comfortable room for the price we paid for a king size room. Do not stay at the West Beach Resort Holiday Inn Traverse City, and do NOT book with Expedia.
     
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Expedia System Changed Reservation Date
Posted by on
Rating: 1/51
Booked a room in the afternoon for that very evening with a departure date of the next day. There is no chance whatsoever the wrong dates were selected on my end and this is the first weekend of the month. The dates selected on the site were apparent and obvious.

Saw that my reservation confirmation came across email. thought nothing of it. Went to the hotel and the reservation was not found in the hotel system. I retrieved my computer and she saw the header of the email and she said " oh, you booked with Expedia, I'll bet they changed the date. This happens all the time. Closer review of the email confirmed this. Expedia would not cancel and refund the payment.
     
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Weedwhacked on 2013-11-04:
More than likely you chose the wrong date as computer systems don't just change dates on a reservation (even if the hotel clerk thinks it does). Closer review of the email just confirmed what you actually booked instead of what you think you booked.
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Expedia Worst Customer Service and Scam Policy!
Posted by on
Rating: 1/51
NAPERVILLE, ILLINOIS -- Booked 2 return overseas tickets online with Expedia. They added a package insurance of $88.00. I called next day to cancel the insurance the answer was no way to cancel, it is the policy, tried to explain to every one I talked to that the insurance is optional and it has nothing to do with the ticket fare or the booking but the answer was one, sorry bad luck no way to opt out either you cancel your flight or live with the charge.

One of the supervisors tested the idea to cancel flight and do new booking without insurance the fare came back even higher. I am very disappointed from the insurance scam and the stupidity in dealing with frequent fliers.

One more thing you need to know about customer service at Expedia if you need to contact them, you will talk first to someone probably from India, then move you to another supervisor also in India, then if you are lucky you speak to Nicole in Expedia corporate in the US and none of all was helpful and of course you need to do that in a weekend to have enough time for the call.

Bad experience overall
     
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Pete on 2013-09-22:
The sites precheck the insurance box so you have to uncheck to avoid insurance.
nikalseyn on 2013-09-22:
You have to be very careful and proof-read the entire page before you click "book it" or similar. Otherwise, many sites like to pre-check these add-ons like insurance in the hope that the customer doesn't notice---as I assume you did. Then, of course they make it impossible to correct after the fact. Best bet is to never book anything with Expedia, Orbitz, etc. They all appear to be extremely difficult to deal with and will scam you if at all possible. All airlines have websites. Use them, not Expedia, etc. This is how we learn.
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Never Use Them!
Posted by on
Rating: 2/51
I needed to cancel a reservation and the hotel stated that we could only do this through Expedia, as we had booked through them. They were impossible to deal with. Emails were never replied to. When I spoke to a customer services representative (4 times) I was told to ring other numbers.

When I actually got someone who said they could help they cut me off on the first call and left me on hold for 25 minutes on the second call. As I was calling from New Zealand, the phone calls have cost almost as much as the cancellation fee I was trying to save.
     
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Weedwhacked on 2013-07-25:
If you actually read the terms and conditions that you agreed to upon booking you would have known that it was pointless to call them. Their reservations are non-refundable. In other words, they are final transactions.
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Awful in Every Way
Posted by on
Rating: 1/51
Awful in every way. THEIR RATES ARE HIGHER THAN THE TRUE COST! I booked a hotel that had 2.5 stars at $46.00 per night. Upon arrival the hotel was beyond unbearable. It shouldn't of even received a single star. So beware of false portrayals of hotels. Based on the fact that I specified a non-smoking room without bugs and received a room that wreaked of smoke and had bugs in the bathroom, I checked in for about 15 min and then quickly checked back out. I then requested a refund. After 2 phone calls and 4 agents I got my refund but it was only for $31 a night which apparently is the true rate for this nasty hotel. I also got the $9 car insurance which come to find out the rental car agency knew nothing about and doesn't honor outside insurance anyway. I had to fight for that refund as well. I also found out at the car check out counter that Expedia over charged me $11 a day on the car rental. So I could have saved money simply by booking each item myself and would've saved some aggravation
     
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Weedwhacked on 2013-05-13:
I can understand the hotel fiasco but the car rental is another issue. Expedia is in business to make money. How would they make money if they charged you what the hotel charges them for a car?
trmn8r on 2013-05-13:
They have an option for choosing a room without bugs? That's amazing.

As to these agencies, personally I would never use one. I have always booked directly. Being suspicious, I suspected from the git-go that third party places offering savings were up to no good.
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