Expedia redefine unacceptable. How these people sleep at night is beyond me. For anyone reading the good reviews, ignore them as they are most likely fake.
Here's just a few reasons that they should burn in hell:
1. Paid more for the booking than the actual hotel walk in cost. 2. The pictured looked amazing - the reality was flies, bed bugs, hair and uncleared rooms - at three times the price of a motel. 3. I booked a non smoking room. Instead of saying there were non left they booked me into a smoking room. The bellhop said this was common and gave me some disinfectant spray. WTF! 4. Once booked the refundable booking instantly became un-refundable.
I don't usually rate anything, but I had to have my vengance from this company. They forgot to do the reservation, the price they gave me was exactly the same as if I had checked directly with the hotel, as i walk into the hotel and they tell me there's no reservation in the hotel, I got to antiher hotel and after me vacations I call Expedia to ask for my money back.... They say it is impossible.
Made a reservation through Expedia for Hilton in Las Vegas 1 week ago, when I tired to check in with Hilton there was no record of my booking because Expedia hadn't notified Hilton. Had to wait more than 1 hour at the front desk while the poor receptionist had to call 3 different people at Expedia to confirm our booking and confirm the payment. Since the first just hanged up after explaining the case and the second couldn't confirm the payment. Never ever using Expedia Again!
I made a hotel reservation via Expedia for a night stay in Mercur Hotel Manchester, however, on my arrival I was told by the hotel no such a reservation and they couldn't give me a room to stay. When I phoned the customer services of Expedia about his, they were very unhelpful, after more than three hours waiting and many phone calls to them until the battery of my mobile run out, I was still not given a room either in that hotel or in an alternative one. In the end, I had to find another hotel myself for the night after all these exhausting phone calls. When I got back home, I phoned Expedia again for a refund of my reservation, I was told that I had to write to their customer services to make a complain for the refund, which I did..... It took more than a month for their customer services to issue the refund, bad still, I did not see any apologetic words from their response for my ordeal. The best words I could find were "I am glad that your correspondence was brought to my attention....". I can't understand at all why he/she was so glad.....
My daughter and I were due to fly to Barcelona for her 18th B'day and although our package had been confirmed at time of booking online (weeks previously) - when querying the absence of an email confirming the flight and hotel vouchers a few days prior to departure, we were told by Expedia's call centre that the booking had not 'gone through' (some rubbish along the lines the card had been declined) and that we'd have to re-book our holiday. We were not informed either at the point of booking/paying nor by email afterwards that there was an issue processing the payment and that the holiday was not, as a result, booked. Unsurprisingly, with the bank holiday weekend imminent, the hotel we'd chosen (and many others we were now forced to look at) was fully booked! Our holiday has ended up costing us double the initial price as we have been forced to pay up for a more expensive room/hotel. Expedia took absolutely no responsibility for their mistake and barely apologised. They literally blamed us for not having noticed Expedia had failed to send a confirmation by email. Appalling service - never ever again!
My main problem with Expedia is that everytime we have wanted to book flights at the time of payment they come up with 'fare not longer available' and they increase the price. It happened once and thought it was a one off. Then again and I decided to book with someone else. I tried it one last time to book my Easter holidays. Not only the website was not working but we were on the phone for an hour and had given all info when at the moment of payment the operator said 'oh, that fare is no longer available' it would be 300 pounds more now. So, terrible customer service and overpriced. My solution,use a search engine like the brilliant momondo.
Problems with shuttle from airport to hotel. Expedia told me I might have to wait 3 hours. Attitude was very much not their problem. Further compounded by response when I asked them to check out the return shuttle that they tried to contact the local,office, could not get through, and so have just dumped the problem back with me. Appalling customer care.
I missed a flight from London to Brazil. The airline initially told me I would have to buy a new flight, but then they saw that I'd booked through an agent so told me to call them.
When I spoke to Expedia, I was told that as the flight hadn't been used (this is before take-off), I could just change the flight to the next day. It cost me around £15. I had to wait for the customer service person to call me back and confirm, which took maybe 30 minutes, but it was all sorted within about an hour or so.
I must admit I'm really disappointed with Expedia, I used them for two holidays I've yet to go on with and they've already upset me big time. I wanted to change our flight home from Vietnam next March and was told I could do this for a price. I said fine gave my card details over the phone then received a email saying it was fine. The next day I was contacted by them to say could I phone up and pay again the payment hadn't gone through. I phoned again was put on hold for 35minutes then gave my card details.
Only a few days later did I notice they'd taken £100 more than they should've done. I've spoken to them several times and they say on my account there isn't even evidence of a signal payment being taken. I've sent them my screenshot of bank balance showing details where it says Expedia/airline took payments and no reply. I've emailed several different email addresses and even went on their Facebook page but my post was deleted. I honestly feel like I've been stolen from and now being ignored. On top of that my dream holiday is now slightly tarnished. Their seriously stupid as well as I had more holidays, transfers etc I was going to book with them and won't now!!
I won't stop until I get MY money back but I feel it'll be a very stressful and annoying process. Really really awful to treat people this way.
It was not clear whether or not I had paid for the hotel and, as it was a long haul holiday, I did not have time to check this out. Consequently, when I was presented with a much larger bill than I had expected, there were problems at the hotel (Nu House, Quito). They had had so many problems with Expedia before that they stopped their association with them immediately. Would not recommend to anyone.
I've used Expedia a lot over the years and until recently I'd fallen into the habit of not even checking elsewhere when booking flights. But I wouldn't recommend them anymore and am looking at the alternatives.
They do quote some very attractive prices, but watch out for messages such as "Your ticket price changed from £329.35 to £491.15. The airline could not confirm the original price due to pricing or availability changes that occurred after we posted the latest prices on our site. Continue booking or look for a different flight". I could understand that if the prices were back into sync a few hours later. But it seems to be systematic, trying to book again after a few hours or even on another day and the same problem comes up - a very attractive price that then goes up by about 50%.
There is supposedly a phone option, but it switched from asking me to wait one minute to telling me that all their operators were busy, then repeated the "all our operators are busy" message without any gaps in until I just had to put the phone down.
Then when you try and complain by email whenever you try to click on the email option it takes you through a menu of standard faqs rather than actually letting you send them an email.
Booked a flight to Amsterdam to meet up with friends in May this year. Had to change outgoing flight to a later one. Was too expensive to change with existing provider having spoke to Expedia customer service, so said don't worry I'll book a separate outgoing flight with someone else as cheaper and return on my existing inbound flight.
At no point did they tell me that if you do not check-in to existing outbound flight, even if you are not going to take it, do they cancel the WHOLE booking. Turns out I had no flight home.
I found this out just before i was fly out and had to book another separate inbound flight. Ended up being a very expensive trip.
Nowhere did it say anything about this issue, nor did they advise me of the implications. The last customer service person I spoke to on 03.05.13 I asked to escalate the compliant, which he said he would do and that I should expect a response within 7-10 days as they have to review the telephone calls.
I have yet to hear.
I have filled in TWO customer feedback questionnaires with Expedia - both explaining the issue - no feedback.
They really are not concerned about customers. Unfortunately I booked another holiday with them prior to this, but have since had to book another flight (frequent traveller) and I paid more to go through someone else than use Expedia - I will not use them again.
Customer service = terrible Systems = terrible compensation = terrible I CAN NOT RECOMMEND LOWCOSTHOLIDAYS ENOUGH - UK CALL CENTRES AND EXCELLENT SERVICE - SWITCH YOU WON'T REGRET IT!
I first booked a holiday with Expedia 3 years ago to L.A. and I had problems when they charged my credit card and debit card (saying the former had failed so I paid again). I was charged by my bank interest on the expensive holiday until it was all sorted. The 6 weeks it carried on was very stressful and instead of sending me compensation for the bank charges they sent me £150 voucher for Expedia - who I would never go with again! Suffice to say I never used it.
3 years later and I messed up and stupidly thought it might be a one off (from looking at other online reviews I can see it is not!). I got sent an email to say I needed to add baggage to my flight (already done) I emailed three times (no response), I then called the customer service (call centre in India, very, very rude and unhelpful). They told me I needed to speak to Easyjet. I explained I had paid expedia and booked through them so I needed them to look into.
The holiday was very expensive and adding baggage is only £30 per person, you'd think they would say so sorry about this. We've called easyjet and modified your booking and you'll get an email confirmation later today.
Instead all I've had is an email from easyjet - again saying I have no baggage. I will now have to email them direct.
They make what should be something to look forward to really stressful. Don't book with them. For the sake of £100-200 use someone else. Hate to say it but when you have a UK call centre they listen to the problem and sort it for you.
I have booked flights and hotels all over Europe using Expedia.co.uk. In 2002 an online payment problem for a hotel in Italy was resolved when they called me and I was impressed.
Recently a hotel in Portugal I was booked into shut down. I received an email asking me to contact Expedia Lodging Operations to confirm a change of hotel choice they were proposing. They gave two numbers, one in the US and an international one. Neither would connect from Skype. I rang their UK number and was told there was a problem and that they would call me back to save me hanging on the phone. Ten minutes later I received a call to my Russian mobile from the UK, was thanked for my patience and then transfered to the Lodging guys in the US who then ran through some options and left me with an appropriate alternative. The email confirmation arrived before I had finished the call.
It seemed a bit long winded and at first I was a bit put out, as the reference number in the Lodging Ops email was different to the ref number in my booking from Expedia. Also, the contact numbers were not familiar. In the end though it was all genuine, the staff were, importantly, able to provide solutions at every step and were very polite.
Over more than ten years, these are the only problems I can think of. Some flight options in Eastern Europe are not covered I've noticed and the same goes for hotels which are not so western facing. I wish they'd connect up trains as well.
Overall, a good place to start at the very least and of the most trust worthy I've encountered.
I went to buy return flights to Vienna through Expedia. Simple you might think? I found the flights (via Munich with Lufthansa) and tried to book...got a message that my credit card had been refused. No booking notice, no tickets...since the credit card had been refused, I used another and booked the flights direct with Swiss. Job done - didn't think any more of it. Well, didn't think any more until I looked at my credit card statement. Invoice for £305.25 from Lufthansa - what for I thought? Phone Lufthansa and they can't help me becuase I don't have a ticket or booking reference...because Expedia hadn't sent me anything. Call to my credit card company and I have to pay the amount and dispute it unless Expedia refund it... So, two calls to Expedia. First call reveals that they know about these flights but claim there were no charges and it is isn't them. Having done a full circuit of parties involved, I went back to Expedia armed with the reference from Lufthansa which was the e-ticket number. Suddenly Expedia can match those numbers up. The man on the end of the phone said "I suppose we should refund you"...SUPPOSE?? As I stated, without pointing fingers, they were the party who enabled Lufthansa to take the money, so they have to be the company who will refund it. He found the exact amount, the exact date and then said that he would have to refer this to his manager and another team. Expect results within 48 hrs? So far, at 48 hrs...nothing at all. I hope for the best (refund) but have started the dispute process with credit card company. UPDATE - 23-5-13 Thanks to Stuart Newman, this issue got escalated and the transaction was identified, reviewed and a refund is now being processed. The refund is split between Lufthansa and Expedia, so the lion's share has been processed - a good start. Thank you to Stuart for picking up the review, and making contact - great service!
Have used Expedia literally hundreds of times occasionally with problems - largely of my own doing. They have always managed to sort the problems usually at no cost to me. The only reason not to use them is they don't have availability for hotels or flights I want.