Expedia.com Complaint - Expedia is incompetent at best and fraudulent at worst.
My parents, who live in the United Kingdom, booked a package vacation (air and lodging) to Malta through Expedia. co. uk with a scheduled departure on April 20 from Manchester airport. Because of the volcanic eruption in Iceland the airport was closed and their departure flight was canceled. They contacted Expedia by email to notify them that they could not travel as planned. Subsequently, they tried many times to contact Expedia by phone (at significant expense, since phone calls to the customer service line are charged at 10p per minute) but were not able to get through. Numerous emails to Expedia have not been responded to.
However, the following irrelevant emails have been received:
(i) an automated offer of a #50 discount on any package booked before the end of May - no way Expedia is getting any further business!
(ii) an automated email welcoming my mother back from her vacation and asking her to rate her stay at the hotel in Malta.
(iii) an email addressed to "Emma Childs" regarding her claim. This is not my mother's name or the name of anyone related to her or her travel!
I appreciate that the company is overwhelmed with the number of claims and queries, but clearly they are INCOMPETENT. Their website contains minimal and outdated information and if they have hired extra staff to handle their overload, it appears they have hired IDIOTS. They obviously don't have a plan to prioritize their efforts so as to deal with customers in a timely and relevant manner and their communications SUCK. Their customer service is actually worse than non-existent.
While they may be waiting to receive money back from the airline for the flight, they are holding money paid for a hotel stay that didn't occur and that they have not had to pay for. In this regard they may be fraudulent.
There is no way that my parents will EVER book travel through Expedia again. After their experience, neither will I. I know that we are not alone. I just hope that we don't have to take legal action.