PALM BEACH, FLORIDA -- Urged by Expedia we purchased insurance In case of emergencies for our airline tickets. Two days before flight had to cancel due to medical reasons. They would not refund our tickets even with the insurance. They were rude and wanted a complete personal medical report from my doctors then wait for a review. We will never use this company again.
We have used Expedia a half dozen times over the past 3 years and will never use them again. The reasons fall into three categories:
Additional charges levied after reservation by the service provider that were not disclosed by Expedia. a. Hotel in San Francisco charged an addition room costs per night plus fees over the Expedia payment we made. b. Airline charges for carry on and checked baggage associated with Expedia fares.
Difficulty in making changes to bookings once they have been made. a. Manage booking feature doesn't always show current bookings nor enable cancellations directly. You have to talk with a service agent. It took 30 minutes on the phone with an agent to make a change to a hotel reservation.
Being treated as a lower importance guest at hotels. a. We were provided with substandard rooms at two different hotels and told by the staff that was what they gave to people who booked through Expedia. b. Breakfast included? Not with Expedia bookings.
SAN PEDRO, CALIFORNIA -- If zero stars was an option that's what I would have chose instead. I booked a trip 6 months in advance to Puerto Vallarta with my fiance… airfare, hotel and activities for ~$5000 USD. They were supposed to have a penthouse with private Jacuzzi, snorkeling trip on secluded beach with reef and a zip line tour.
First problem with them is they never allowed us to choose our seats on the plane, and sat us very far apart. The airline said to take it up with Expedia they just did what they were told (annoyed not ruined yet). Second problem, they gave us a Jacuzzi suite instead of penthouse and when I looked online again at the hotel from Expedia's website they changed all the names and categories of the rooms and the hotel blamed it on Expedia (a little more annoyed, not yet ruined).
Third problem, I followed all directions on Expedia's site and paperwork to take boat to secluded beach. We were already checked in and arrived 30 min early just like we were informed to and the boat was already a couple hundred yards down the channel and was not going to come back (aggravated).
Fourth Problem, showed up for our Zipline adventure and found out they didn't run that tour that day even though it was already booked for that day and I was already checked in according to Expedia (very aggravated, trip almost completely ruined).
Fifth Problem was the hotels, our Jacuzzi overflowed and flooded our room and the hotel didn't do anything to remedy the situation, even knowing that my fiance slipped on the water above mirror finish granite floors. (MAD! Ruined!)
Sixth problem again on the flight home Expedia put us on two different areas of the plane despite booking months in advance (ANGRY, that despite our best efforts to continually make the best of this trip all our plans were ruined by a company that could care less… they got their money!!!). After we got back I spent about twelve hours on the phone with them talking to supervisors managers and their corporate office, all I got for all my wasted efforts was a $200 credit for use at a hotel (still mad, but at least I got $200 back lol).
I booked a trip using this credit, then found out my father passed away and had to cancel this trip to go to the funeral out of state during the same time period, and was told I would get the $200 credit refunded to my account. While booking the funeral arrangements I realized I never got the credit refunded back to my account.
When I called to complete the booking using the missing credit, I was very rudely told that they do not refund credits and since I cancelled the reservation with it that it's gone now. I asked to speak to another supervisor and after being on hold for an hour and twenty minutes I was hung up on. I HAVE HAD IT WITH THIS COMPANY!!! I will never use again and will avidly go out of my way to tarnish their name and reputation because in my eyes they have neither.
I booked a hotel room in Manor, TX through Expedia for May 22nd. When we arrived at around 10pm, the hotel first told us they didn't have any rooms with a King bed, then they said there were not vacancies at all. To make it worse, we were then told there was no record of the reservation. We called Expedia and waited on the phone for over 20 minutes (the hold message stated it would be 15 minutes) before getting a representative to help us. She asked us to hold while she called the "hotel."
While we were on hold, the hotel manager/worker told us their phone didn't work (which made sense because I had called earlier as we were having trouble finding it). When she came back on the line, I told her the situation. She asked to speak with the hotel worker, who then refused to speak with her to verify that they did not have a room or record of our reservation. He then called his manager/the owner and began speaking in a foreign tongue as I relayed this information to the Expedia representative
He handed me his cell phone and I told the owner to please tell his employee to talk with the lady from Expedia and let her know that she needed to give us a refund as something was very wrong here. He agreed, I handed the phone back to the worker and the worker verified the information with the Expedia Rep. When I got back on the phone with her, she said she hadn't understood his English (she was not native either, so the entire thing - if I had not been so tired - had become a Monty Python episode).
I told her that I heard him verify that she needed to refund us the money. She then asked for his name, so I turned to ask him and he had disappeared. I asked his wife his name, but she wouldn't answer me. We yelled until he came back in and told us his name, which I then spelled for the representative. She then gave me the really great news, I would receive a refund in "two weeks." I asked her to see if she could book us into another hotel, but she said there were no vacancies.
I really think Expedia should have found something in nearby Austin for us then paid for it even though it would have been more than the "hotel" in Manor was booked at. Seriously? We had to drive another hour to stay with a friend who graciously stayed awake until we finally arrived at a bed at midnight.
The ENTIRE point of getting a hotel was to be closer to town as I had an appointment in the morning at 9am. As it was, I had less than 8 hours of sleep and I'm still waiting for the refund to credit to my account - hasn't been two weeks yet. I have NEVER had this kind of experience with other travel sites. USE EXPEDIA AT YOUR OWN RISK!
AMITYVILLE, NEW YORK -- This will be somewhat long but if anyone reading this is going to use it to base their decision to book with Expedia please be patient. The first thing I want to say is that I'm someone who travels a fair amount of time. I consider that taking at least 3 trips a year through flight to both domestic and international locations. I've been doing this since 2010. I have booked all of my flights through Expedia. The reason for this is because I find their website to be very easy to navigate and great prices.
I have to commend them on having an amazing website with a very easy interface. One would think that with such a great website that their human interaction is just as good. I want to say this without any exaggeration at all, as I know many people exaggerate when writing reviews. Expedia has THE WORST customer service out of any company I have ever dealt with. That of course is a personal opinion but let me give some personal background.
I've work in customer service for several years and as a professional, trained, created, and ran an entire customer service department for a call center on two different fronts. Both internally as well as outsourced. I felt I did that with at an extremely high level so when I deal with other customer service departments for other businesses I give them the benefit of the doubt and try to make their jobs as easy as possible since I know the ins and outs of the business.
The sad thing is with Expedia, I truly believe that 90% of the agents are either incompetent, which I know can be awfully mean to say, or they have 5 minutes of training and then are expected to handle live customers. I've had 3 absolutely awful experiences where on the 3rd I had a friend of mine on 3-way just to witness how bad they are so we could laugh after. The #1 question anyone could ask is "If they're that bad why continue to book through them?" Fair question so here are the answers.
I don't need to rely on their customer service to complete my bookings. If I've taken 20 trips I've probably spoken to their customer service 4 times. As I mentioned before the website and prices are excellent. I'm a huge fan of rewards points and I earned several through my years of booking with them. After this last interaction I'm going to redeem my rewards points and never booking with them again. So let's get to it.
I'm going to Israel for Good Friday to have an amazing religious experience. In doing that, I wanted to book a tour that takes me through Jerusalem and Bethlehem. There are several that Expedia offers and the one in particular I wanted to book says it's going to one of the sites I really want to go to, the Wailing Wall. The thing is, the main description says that's one of the sites you get to go to but in the detailed description it says you only see it from a distance. So my one and only question for Expedia is do I actually get to go to the Wailing Wall or do I see it from a distance.
I call Expedia and it literally takes about 3 minutes to speak to someone. I tell them the tour I want and then my question. The person I speak with tells me that they need to transfer me to customer service. OK fine. I'm then transferred and have to wait 20 minutes to speak to someone. Finally I get someone. She says her name and asks me for my name and how she can help me. I tell her and then out comes the question.
Me: I'm trying to book a tour and had a question about it. It's the Full Day Tour to Jerusalem and Bethlehem. It says in the description that I go to the Wailing Wall but it also says I just view it from a distance.
Representative: Is this the Rome tour?
Me: No. I said Jerusalem and Bethlehem. This is a tour in Israel. It's called the Full Day Tour to Jerusalem and Bethlehem.
I hear her typing and then reading very silently. This let's me know she's simply looking at the website. She has the same exact access I have. I could literally help her with her next customer if they had a question the same way she's helping me. I'm on hold for about 3 minutes.
Representative: OK Sir, is this the Full Day Rome tour with entrance to the Coliseum??
Me: ....... Ma'am. Can you please get me someone who can help me. I've been on the phone for 40 minutes. Maybe it's just been 13 with you but it's been a total of 40.
I got off the phone with a slight headache.
I had a death in the family and had to book a flight ASAP using Expedia. I booked a round-trip ticket from Miami to Montreal March 17 in the am returning that same evening just enough time to go to the funeral. I made the reservation March 15 at 9 pm, but I never received the immediate confirmation, which I always do, so I went to bed. I woke at 3 am and tried to check in for the flight or choose my seat, I do not recall. When I finally received the confirmation I realized what the problem was. I booked the ticket departing Montreal to Miami, so the opposite considering I was in Miami.
Please keep in mind that this was just 6 hours after I booked my ticket. I called Expedia at 3:30 am because I was sure that they would refund or credit me the ticket. I am a long time customer of Expedia and spend at least $10000 a year with them so I was very confident. Wow was I mistaken.
The initial call didn't take very long as they would only give me a credit on a FUTURE travel because they would not change the routing of the ticket. They said it HAS to be the same ticket so Montreal Miami round-trip. I told her about the death in the family and she said to send the death certificate. I told her there was no way that I would ask my brother in law who just lost his son for a death certificate and that I would just pay the penalty. Very simply no penalty they said I had to buy a ticket all over and that they would credit me the 2100$ for future travel. Being that it was 4 am at that point I dropped it and went to bed.
When I woke up I called my travel agent and told her what happened. She said what they did was completely illegal and that I could use the credit towards any destination. I took her advice and called them. After a one-hour wait time and back and forth with the agent he finally agreed to give me a full refund and said that the email confirmation would be in my inbox shortly. He also said that it would take 3 to 5 business days for the credit to appear to my bank.
One week went by and no email. I checked my credit card statement and sure enough a charge of $2,159.19 CAD was processed. I called Expedia to make an official complaint on March 24th and they told me that the phone conversations had to be reviewed and that they would get back to me in 72 hours. Five days went by with no call back so I called them once again to speak to another supervisor. ** I mean more unethical than that I have never seen. To go as far as to claim that I made up a one hour conversation with one of their reps is just disgusting!! Can you help me?
NEWARK, CALIFORNIA -- Here is my story of a rental car that I booked through Expedia. I believe that it is very important to check the customer service like Orbitz is doing prior to put them in your list as clients. (Itin# **). It is the first time that I am using Advantage Rent a Car and for sure the last time. From the beginning the reservation went wrong by not specifying where the offices are, not at the airport but at a hotel that you have to use the shuttle.
Upon my arrival there were two gentlemen at the desk, I was dealing with the agent **. From the beginning he was pushy about the full coverage insurance and the gas. He was not trying to sell. He was demanding to sell. I was using my debit card, and he told me that they would do credit check because it is their policy and they would take $350 deposit. I had just left a car in NY that I had rented from All Rental Car and two weeks prior had rented again from Enterprise Paramus New Jersey as I am here often on business and that was not the case with both locations. I asked to talk to a manager.
A “gentleman” showed up who told me “Madame do you see the sign?” pointing at the Advantage sign, “this company said that the customers who use debit card will have to go under a credit check and deposit $350. Now listen there are other 8 car rental locations at the Newark Airport.” I was so surprised by his behavior. Could not believe it. I asked his name and he said “** you spell it”. Obviously that “manager” did not even think of giving a business card or a last name.
After that he disappeared back to his office. Meantime the system was down and it took almost 30 minutes for the procedure to finish. The two gentlemen ** and the other young man on the counter were putting efforts to excuse themselves about the system by joking around which was very silly. After my encounter with the “manager”, agent ** started asking about my first name and laughing about it because it is hard to pronounce which was rather offensive. After that agent ** asked me to sign the car inspection while still at the office without bothering doing a walk through with me around the car. I was so surprised but did not want to stay there anymore.
On my way out after signing everything he run after me to make sure that he gave me the car that I asked for. What if it was not the right car, I would have to do all this all over again? I am in the customer service industry as well and travel a lot. I was under the impression that by trying a different company it would be a good experience. Advantage provided the worst experience I ever had as a customer at Rental Car Services. I am sure that it is not the company but those that you put to represent it...
Could not be worse. I cannot complain too much about the agent when his manager himself has worse attitude. It is my first day I have rented the car and honestly do not even want to go back to that location to return it! It is too bad I have taken so much of my time to write such an awful experience instead of being happy by customer service and saying to everyone to hear it...
Expedia: Losing Faith in Customer Relations. Today after an hour of arguing and being placed on hold I gave up. Tomorrow would have been one month of attempting to attain compensation for faulty information that will put me out at least a stack of cash.
For the past month I have been told repeatedly that this situation is my fault however, today I was told that the situation is my fault because I did not know that in some cases Expedia customer service representatives tell customers things to make them happy. Translation: a representative lied to me to make me happy?
I was also told that the only compensation the company could give me was a $50 voucher for a hotel (no flights). Unfortunately, that voucher would mean using Expedia again for something I don't usually use a third party to book. No Thanks. I was told over 72 hours ago that within the next 72 hours I would receive a callback concerning multiple ongoing inquires pertaining to my flight change. I have also been told the following:
* It is possible to only take only the second leg of my flight however I would not be refunded. (This e-mail prompted me to buy tickets to stay in Europe and not take the first leg of my flight). ** 6/3 via e-mail.
* That the airlines were the ones that were charging Expedia to change the tickets --** 6/20. (After calling the airlines I was told Expedia was the only one who could change a booking).
* I could change my reservation for a fee and would be able to conference call with the third booking party -** 6/21 (This never happened even when I called at the time we discussed on the phone).
* I can not change my reservation at all and will get a call back within 72 hours to talk about compensation for hours on the phone and miss information from Expedia --** 6/25. (I NEVER received this call back after waiting almost a week).
* My case had been moved to high priority and I would receive a call back in 24 hours. (This never happened either).
This serves as a written record of the slew of misinformation I was fed. Apparently customer service agents at Expedia and Expedia UK are taught to appease customers by telling blatant lies or to hang up if they do not know what to do. When I finally talked to someone who could give me a straight answer (Either buy a 1,400 pound one way ticket or revert to your former plan eating whatever cost I put into the other tickets).
And P. S. there is NOTHING Expedia will do to compensate you for the money and time they have put you out) there was nothing I could do. Why would a company lead me in circles by telling me I could have conference calls and that they were looking into my case when that is all they needed to do? I talked to as many supervisors as I could and was told different things by each. I will never use Expedia again.
SPRING, TEXAS -- We had a credit the company gave us and it was completely worthless! So many conditions, complicated, and cheaper to not even use it! We have used many times in the past and will now take our business elsewhere. They SUCK!!! Pathetic company. The only thing their manager said was - " I understand" - "I understand". I hope they understand that they will lose a good customer. They have horrible reviews from so many people - go figure!