Expedia.co.uk reviews

Bookings going well

All Expedia bookings going well this year. Flights and hotels all competitive and efficient. Always like he extra 10% off voucher codes so keep em coming!

when it's good it's very good but when it's bad it leaves wanting to kill yourself!!!!!

One star due to customer service mainly.

Positives. Really good prices and easy to navigate website, but double check hotels with a variety of customer review sites. Easy to book, although the site sometimes seems to crash between taking payment and confirmation. Check for the itinerary and it usually has gone through.
Negatives. Customer service is a total nightmare. It costs a fortune to use, you need loads of spare time to hold on, and then you tend to get rude staff who clearly don't care about your problems and do little to fix them. They are often more interested in selling you stuff. Lying seems to be common - they promise to take an action which does not happen.
I am certain they are losing customers hand over fist as word about this issue spreads. I know several people who won't use Expedia anymore due to this, and I am seriously thinking about joining them.
Nectar points. I know you don't get much from Nectar points as you need hundreds to get anything decent, but this makes it more important that you get them when you are entitled to them. EVERY time I have made a booking with Expedia I have had to call up to tell them that my request for points has failed on the booking page. Sometimes the points have been added, sometimes they haven't. Do not let Nectar points be an incentive to use this site as you stand a good chance of not getting them.

Customer found this review useful

03 December 2012

Reply from Expedia.co.uk

Tessa,

I apologise that you've had issues collecting Nectar points with some of your bookings. If you could drop me an email with details of the Itinerary numbers where you've missed Nectar points I'll raise these with our escalations team to investigate.

Kind Regards
Stuart Newman
Director of Customer Experience, Expedia EMEA
email - stnewman@expedia.com

Would be 1st class if they made a few tweaks.

I use Expedia a lot for both booking, trip planning and browsing prices. They are in my opinion the best site around, but I have grief over planning multi stop trips ( say like a road trips with multi hotel bookings and also flights). If the geeks who run the web site read this ( and I have asked them before) they could create a category on the front page that could handle multi flight/hotel bookings in a progressive manner. Now would't that be cool!!!

useful website - good comparisons

The Expedia website is helpful when you want to compare options.

Don't touch

I was on a trip to Moscow and needed to change my return date changed, I rand expedia and they arranged my new travel dates and emailed me with the confirmation. So far so good ! As business goes I had to change the flight again, so I contacted expedia arranged the new date PAID the fee (for the second time) and again was rewarded with a confirmation email. On the day of departure I turned up to the Swiss Air desk and tried to check in only to be told I had no reservation !! So having to get home my only chance was to go to another air line and re book which cost me £320.
I am not blaming Swiss Air, they can only go off bookings, it was Expedia that didn't make the booking even though they charged me !! On contacting Expedia when I got home I did receive an email to say they would pay towards the cost of the new flight...
That was the last I have heard from them despite more attempts to contact them.
Not a good company!

Customer found this review useful

03 December 2012

Reply from Expedia.co.uk

Dear Mr Gilbert,

I do apologise that you've experienced some issues. If you could please send me an email with the full details (including your Itinerary Number), I'll have our escalations team investigate.

Kind Regards
Stuart Newman
Director of Customer Experience, Expedia EMEA
email - stnewman@expedia.com

go the extra mile

I always shop around but always come back to book with Expedia I have always found Expedia very easy to book my holidays to the USA, giving the best price consistently they will organise car, accomodation and flights at the best price. you can book on line but for extra security and peace of mind you can speak to a person not an automated service. the call handler even called me back when I got cut off. They email all the details and update you when the airline makes changes and always make things clear and easy to understand. I even got nectar points... like I said they go the extra mile to make sure you can.......

Spot On!

great website , easy and great prices

Almost excellent

Have used Expedia for 3 holidays to USA and the first 2 went off without a hitch. The third however was more problematic. When the airline altered their scheduling and we had to alter our plans they e-mailed asking me to contact them to discuss our options. The lady who I spoke to sounded less than interested in helping us and indeed offered alternatives that were not very satisfactory. On calling the airline direct it was confirmed that they were offering their customers a different option which sounded much better suited to our planned trip. On calling expedia to tell them this, they were able to offer the same alternative flights despite the first lady saying she couldn't. We felt annoyed that we had to try so hard to get a satisfactory outcome but maybe it was just this one person who was not very good at their job. Overall this wouldn't put us off using expedia in the future if we could save money on a holiday.

Awful!

Booked car hire and paid for through expedia! What a joke! Voucher not honoured and charged three times the amount by car hire firm. 3 month dispute with expedia over this and result was for them to refund me half the orginal booking cost. Pathetic, beware all!! Do not book with expedia. Much better to book direct with airline, hotel and car hire companies seperately.

Customer found this review useful

03 December 2012

Reply from Expedia.co.uk

Mr Renton,

I apologise that in these circumstances we've failed to deliver the exceptional experience that we pride ourselves on. If you could please drop me an email with the full details of your complaint (including Itinerary Number) I'll have our escalations team investigate.

Kind Regards
Stuart Newman
Director of Customer Experience, Expedia EMEA
email - stnewman@expedia.com

Excellent company who really do care about their customers.

I recently had to cancel a holiday due to a family death. Expedia were brilliant when it came to refunding the cost of my holiday. They were very understanding, helpful and made the whole claim process as painless as possible.

Excellent, Exciting, Efficient, Expedia!

I always make Expedia my first stop when looking to book a holiday. Having all the options to build your trip in the one place is convenient and hassle-free. And the prices are always really competitive. My only criticism was with the bundled insurance cover. I was stranded overseas alone when the volcanic ash disruption hit in 2010 and I was disappointed that there was no support offered to me. As a single female traveller with my flight home cancelled and my accommodation expired, I was very dismayed at being left alone to sort things out. I would never buy the insurance again.

It's makes organising travel easy!

I travel regularly for my job and this site means I don't have to spend ages going through different airline and hotel websites trying to find the best deals. With Expedia it can all be done in one place.

PAINLESS HOLIDAY MAKER'S

Where would you like to go?Don't know..ask your personal holiday guy's..they done it for me, when I say they done it,I mean they done the lot! painless,1st class service thank you EXPEDIA!!

A great one stop travel shop

Have always had good service from them, they were really helpful when I had to cancel some parts of a trip a while back, unlike some of the other companies I had booked with too. They have some pretty good deals although I find if I'm booking a package holiday they are not always the cheapest.

excellent , an overall pleasant experience .

I have used your service aprox. 8 times in the past 2 yrs. flying from Glasgow to LAX , if I could offer one thing , offer an account for people to pay into two or three payments monthly ,or weekly ,this would allow people to book more holidays with your service .

Value for money but customer service could be better

I agree with a number of reviewers. The booking process is very easy and the fact that you can save your trips is a valuable tool. However, on one occasion, when I was trying to book a flight, I found that the price quoted was what I expected but when I finally went to submit the booking, the price had changed considerably. All this in a matter of minutes.

When I rang customer services, they could not offer an explanation. In a nutshell, if you do not have a problem with online booking, it is easy but god forbid if you have to contact customer services.

Woeful

Expedia used to be really good but lately I've noticed they care more about profits than good customer service. I was forced to complain about a rip-off hotel booking and they totally disregarded the complaint. Once they've got your money, they don't care. Sad really. They used to be amongst the best out there.

Customer found this review useful

30 November 2012

Reply from Expedia.co.uk

Leo,

Apologies you've had issues with your complaint. Please can you email me details including your Itinerary number and I'll have our escalation team investigate.

Kind Regards
Stuart Newman
Director of Customer Experience, Expedia EMEA
Email - stnewman@expedia.com

always worth checking before booking

Not always the cheapest but nonetheless some good deals. I use other travel websites but always find myself coming here because the site is easy to use and billing is clear. Trouble free use of the site for the last 10 years and will use again. Would benefit from better targeted offers and some flights are overpriced in comparison with airline websites. Flight and hotel deals are sometimes very good. 8 out of 10.

Nectar points, sir? Sorry, you're not eleigible even though it's our (Expedia's) fault.

Tried to pay for a £3000 holiday online but the site kept refusing transaction and would instead crash, providing a helpline to make the reservation. Duly completed I asked for the £3000 Nectar points to be added to my account - details of which they already have from past holidays.
After refusing, then saying maybe, then saying will try to contact Nectar, I receive an email which says & I quote" We have submitted the request to Nectar to add 1000 points to your Nectar account for itinerary XXXX. Please allow 28 business days for points to be applied and reflect in your account."
How do I think of missing out on 2000 points? Hmmm.......

30 November 2012

Reply from Expedia.co.uk

Mr Baker,

Apologies that you've been having issues with reclaiming Nectar points. Please can you email me details of the Itinerary numbers that the Nectar points are missing for and I'll have our escalation team investigate for you.

Kind Regards

Stuart Newman
Director of Customer Experience, Expedia EMEA
email - stnewman@expedia.com

Finds the deals that others don't offer

Quite often Expedia has deals that other booking websites do not have, which means that I opt for them. Nectar points are always a swinger, as Expedia offers them, if there is a "draw" between booking sites.

Full marks for excellent service and value for money

I would be happy to recomment this company to anyone. I have used them to book short breaks and flights and am more than satisfied with the service I received.

Helpful for my travel needs .

have been using Expedia for some time now , I find it easy and helpful, for my needs.

Best way to book travel

I have used Expedia for many years now for flights and hotels. Can always find a good deal and never had any problems.

I have used Expedia for years and every booking has been perfect.

My latest booking involved Monarch Airlines. I needed assistance from a live Expedia support rep because the Monarch details were misleading. He sorted it out for me as far as he could. One niggle remained. The Expedia rep explained that Expedia is required by Monarch to charge a £20+ surcharge for debit card usage yet on the Monarch web site in big bold print, they say debit cards are free of any charges. Either Expedia has it wrong or Monarch are being very unfair to Expedia customers. I would like to see this resolved (refund please!)

Simply the best

I have used Expedia on numerous occasions to book UK and Overseas Flights/Hotels etc. for just the two of us, as well as groups, and have found they have never let me down - and it's always great to get the Nectar and Frequent Flyer rewards as well as great prices. Keep up the good work!!

Always a pleasure

I always book through expedia, I do look at the other sites, and compare prices, but always end up booking a holiday through expedia. I usually go on city breaks, and I have never had a bad one. I can book all I need and more. Being able to read the other reviews about the area and hotel is also a great help, and we have used lots of the suggestions from other people. I always recommend expedia to others, and am confidant in booking with them that I will always get exactly what I want at a great price.

Excellent way of building your own holidays

I've used Expedia to create my own trips to New York, Milan and Copenhagen over the last few years.

There are so many options for flights and accommodation that it is almost impossible not to find the perfect holiday.

The site also runs regular promotions and offers discounted rates. Always my first port of call.

EXpedia is what you EXpect

It is reliable and good value

Efficient easy-to-use service

I have used Expedia several times and everything has always worked out fine. Pricing is fair and sometimes very good indeed. No hesitation in recommending.

pretty good, have never let us down

We have used this site many times without problems, and have found them helpful when we had to change booking dates once.
Hotel details are good, and we use this only as a guide as everybody has a different idea of what to expect.
Would be happy to use them again

Stuart Newman found this review useful

Book with Expedia - they're good

I've booked several times and found them generally very helpful. However, I have also experienced pushiness by staff when I've just rung to get some information. They do seem to be too keen to make the sale. Most of the time they have been really, really good but on one particular occasion the sales clerk booked completely the wrong type of room for myself and my husband. However, when I spoke to another member of staff she managed to amend the booking and also sent an email to confirm when it had been resolved. Thank you so much - it will make all the difference to our stay in Prague later this month (December). So please keep up the good work Expedia but ask your staff to be less pushy as it's really very off-putting!

Stuart Newman found this review useful

Great website, bargain flights and nice hotels

I have used Expedia several times, most recently to book a hotel in Paris and flight to the US. The search and book experience gets better every time and there is a great choice of flights and hotels. When there has been a problem it has been dealt with as soon as I called customer service. I would recommend to anyone.

Stuart Newman found this review useful

Thank you Expedia

Based on a recent booking through Expedia which went terribly wrong we have finally been issued a refund after excellent assistance from the Director of Customer Services - EMEA .

THANK YOU EXPEDIA :)

Pushy sales people on phone even if just making a query!

I phoned up regarding a query and the man on the phone was very pushy in trying to get me to book there and then. Tried tactics like last room left, free cancellation. When I told him I had to run it past my husband who was at work kept on saying he would hold or just book it and cancel later! I would appreciate being able to book in my own time, I was going to make a booking on the expedia website once I made a decision on the hotel anyway but their pushy sales tactics have made me think twice. The customer services rep was soo annoyed I didn't book he didn't even bother saying bye and hang up! Bad customer service!

Horrible customer service!

We booked a dolphin swim at the Atlantis in the Bahamas and Expedia never contacted the company to schedule the swim or verify that we had paid. I had to call them from a foreign country only to be put on hold for 20 minutes. When someone finally answered, thy hung up on me after 10 seconds. I called the next day and was told that they had done nothing wrong because going between the companies was "my responsibility." They would not even offer me a coupon for my trouble. HORRIBLE service. DO NOT book excursions through them!!!

Warning - we were scammed by fake hotel listing (Expedia took no action)

We were ripped off by Expedia. The photos of the hotel turned out to be fake. When we told Expedia (3 times) - they failed to take any action.

*See the proof from other angry customers: http://goo.gl/I8RYG

We booked Paris Hotel Tonic Du Louvre. When we arrived we noticed the reception/rooms were NOT the same as the picture. The rooms were filthy and run down with obnoxious staff.

Expedia ARE STILL allowing people to book based on this wrong info. You can find reviews from unhappy customers all over the web.

Dave Naylor found this review useful

Do not touch Expedia

Booket one week accommodation in Rio de Janeiro through Expedia.co.uk. The write-up and information on the accommodation was excellent so we felt confident of an excellent time in Rio de Janeiro. My wife as pregnant at the time, so we wanted somewhere close to amenities and her Portuguese school in Ipanema.

We arrived at the hotel to find that it was, in fact, a flat with two rooms that were let out to paying guests (and all this through Expedia!). Many of the hotel descriptions were false. There was no double bed, only a day bed with a pull out bed. No safe, dirt all around, no en suit facilities - had to share communal bathroom. Made a complaint to Expedia by phone shortly after arriving at the "hotel". They spoke to the owner while I was on the phone with them and advised that I should find alternativa accommodation in the middle of the night and with a pregnant wife!

As we had chosen the "hotel" due to its location and convenience, we decided to stay there and await for our complaint to do the rounds inside Expedia and in hope of a refund.

After over 30 days waiting, this is what we received from Expedia:

' Reference Number: X114784111

Thank you for choosing Expedia.co.uk

Since receiving your complaint regarding the Ipanema Copa Rooms, I have contacted the property with regards to the issues you have raised.

They have offered to change the rooms but you have declined this.

With regards to this particular hotel, unlike our Expedia Special Rate Hotels, we do not have a room contract with the property and our website is used as a portal by the hotel to facilitate booking. This is why payment is taken by the hotel directly upon check-in/out.

I regret that my response cannot be more favourable and hope that, despite your recent experience, you will continue to use Expedia.co.uk for your future travel arrangements, hereby allowing us the opportunity to restore your faith in our company.

I trust our position in this regard has now been clarified.


Regards,

Edgar Gorospe Jr.
Tier 3 Senior Research Specialist
Customer Relations Department for the U.K. and Ireland '

I am a very regular business traveller to Brazil and have almost always booked both hotel and flights through Expedia.co.uk, but I won't touch them again even with a barg pole. They are very happy to take your money, but will abandon and leave you high and dry and the first sign of problems. They are not to be trusted.

You have been warned.

Regards,

George

Have one problem and you'll never come back

Booked a ticket which they couldn't deliver wile telling me refund will be no problems. 6 weeks later, I am still waiting for the refund. Their customer service is appalling: long wait, no clue, busy lines, the left hand doesn't know what the right hand does. I had booked tickets before with them and had never a problem but once you have to get in touch with the customer services.... it turns into a nightmare. I did an online search and they have an appalling reputation for customer services. Apparently, they have a 90 days refund policy.... I wish I has known before hand and that is why I take the time to write reviews. And I still have no clue when I will get a refund.

Ridiculously BAD customer service

Whilst I can't argue that Expedia give you the best value for money by far, you better just hope and pray that you don't have any issues booking online! I have spent a disgusting amount of time on hold over the last THREE DAYS trying to get an issue sorted out around payments going through and bookings not going through....right now I've been charged twice, have a non-refundable flight booked and NO accommodation! Still waiting, waiting, waiting for someone to HELP ME! Treat your customers with a little respect and CALL THEM BACK when you say you will!

Excellent Website

I have used Expedia several times and found it a very user friendly website. I would definitely use in the future and have told my friends about it.