Expedia.com Complaint - Expedia - Worst Travel Experience Ever!
BIRMINGHAM, ALABAMA -- I booked a vacation package to New York through Expedia that included airfare, hotel accommodations, and transportation to and from the airport. It was by far the worst travel experience I have ever had. My flight was scheduled to leave on Thursday morning at 6:30 am. When I booked the vacation package, I had a business meeting in New York on Thursday afternoon. The meeting was rescheduled for Thursday morning, so I attempted to reschedule my departing flight to Wednesday. Prior to booking the vacation package, I read Expedia's Rules and Regulations, which indicated that I could change my flight times for a $100 fee plus the difference in airfare, if any.
When I contacted Expedia to make the change, I originally was told I would have to make the change with Delta. I contacted Delta and was told Expedia would have to make the change, so I contacted Expedia again. This time I was told that I could only change my departing flight if there was another flight offering the same "class of service." I purchased direct flights to and from New York, and there were many direct flights still available through Expedia. However, I was told by Expedia that these flights were not the same "class of service," so I was out of luck. After speaking to several supervisors, I was told that I may be able to reschedule my flight to Wednesday if I was willing to take a connecting flight instead of a direct flight. I was also told that I would have to change my returning flight on Sunday even though I had no desire to do so. I told Expedia I would do whatever it took to get to New York on Wednesday.
One supervisor told me I would have to call back periodically to see if any additional flights had opened up. I did so, many times, and was given a different answer by Expedia each time I called. The last Expedia representative I spoke to finally told me she could put me on a Wednesday flight to New York that connected in Orlando. Although the travel time involved with this flight was much longer than the flight I had originally booked, I agreed to this flight. I was told my returning flight on Sunday would not be affected by the change. On Tuesday night, I contacted Expedia to confirm my flight arrangements for Wednesday. At that time, I was advised that my Wednesday flight was a "one-way" flight, and that I would not be able to return to Birmingham on Sunday unless I took my original flight to New York on Thursday. I explained to Expedia that this was impossible since I needed to be in New York on Wednesday. Ultimately, I had to make my own travel arrangements directly through the airline (not Expedia) on Tuesday night. The flight cost me $800.00. Expedia would not refund my money for the useless flight that I had purchased, or make any other accommodations for me. Now, I have to deal with Expedia to get a refund for the one-way ticket its representative sold to me after misrepresenting that I would be able to return to Birmingham on Sunday.
There is no way I can convey through an email the level of frustration I experienced with Expedia. I kept a log of the Expedia representatives I spoke to, as well as the time I spent handling this fiasco. The log is extensive and it would take more than Expedia's "5,000 character limit" to list each person I dealt with in attempting to change my travel arrangements. Amazingly, each Expedia representative I spoke to would give me a different answer. Not only was this "class of service" restriction not clear in Expedia's Rules and Regulations, but the Expedia representatives were not clear in conveying this information to me.
I had never purchased a vacation package from Expedia prior to this trip. When I did purchase this vacation package, it was approximately $100.00 less expensive than making arrangements directly with the airline and hotel. Needless to say, this "savings" certainly was not worth the stress and time spent trying to make changes with Expedia, nor does it compare to the additional $800.00 I had to spend to purchase a ticket directly from an airline.
I plan to let as many people as possible know about my horrible travel experience with Expedia so they don't make the same mistake I did.