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.
Have had a few trips with Expedia over the years which have gone to plan, but a on recent trip to Berlin we missed the outgoing flight as we were not informed of schedule changes. We were told at the airport that the same thing had happened to Expedia customers the day before. We rang Expedia & were passed around different people who promised to ring back but never did. Luckily the airline staff sorted us out another flight, no thanks to Expedia. I can accept honest mistakes but the fobbing off & abject lack of responsibility means that I am not willing to take the chance of booking a holiday with them again.
booked a secret saver hotel in Paris, 4 stars. The hotel I got was more expensive than booked with the hotel, and its not a 4 star hotel. Expedia promises at least 40 % discount, when in fact it is more expensive! Its a hotel that they can not sell by naming the hotel on their website, because it is not 4 star and has very bad reviews, even on their own website. There customer service in India ist total useless, the hang up on you when you phone them, contact them an Facebook and they refer the complaint to India, who are absolutely useless. Would never book again with Expedia.
Shocking. They claim any enquiries will be answered within 48 hrs. After my third enquiry, a week after my original enquiry, I received a completely unhelpful reply, telling me to call their number instead, which no doubt will cost.
My experience is obviously tiny and unimportant compared to those whose tickets are cancelled, replaced etc, but I think it's very symptomatic of how this company runs and treats its customers.
I have often used Expedia before but after the latest hassle I will never use them again. I needed to change my booking for four people travelling to U.S.A. as my grandchildren could not go. It proved impossible to do this on their website and attempts to contact Customer services by phone were all futile. There were numerous hang ups by their staff, promises by them to call back which they never once fulfilled ,and refusals to refund even the tax on our flights, never mind unused air tickets. They did not register my complaint ass promised. These were non refundable but a check on the airline website showed that they were already sold. They ought to refund us in these circumstances. I do not think anyone should ever use them again. I certainly wont
Two months after buying Walt Disney World tickets (with my holiday package, hotel & plane), expieda conntacted me and said they were cancelling my attraction tickets and refunding me the money. It turns out that the ticket price has now gone up £20 on their website and I can rebook at the higher price. Re-booked direct with disney for around original price I got from Expedia. I only booked with expedia as they had the whole package together. Having them cancel my tickets with less than 2 months before holiday, and prices have gone up on all other sites now is discusting. Won't trust buying tickets off these guys again. They should honour package all together and not be able to cancel part of package with you having nothing more than money back for part of the package.
Booked a week holiday hotel in Italy from uk. On contacting hotel to book taxi from airport, hotel informed be not booked. Expedia never informed me it was cancelled and I had booking confirmation e mail. On spending fortune for one hour on phone to Expedia, they could not explain why and did not care at all. Avoid Expedia like the plague, I am putting this review on every site I can find
I like the ease with which multiple destination flights can be booked. Everything has always gone well, bar once. A hotel went out of business. Then it was a struggle to correct matters, such a stuggle that I was given a voucher. then the terms of the voucher were so awkwardly expressed that I thought that it had to be used before the date from which it became effective. So full marks for many successful trips, but work needed on back up when things go wrong. I believe that Expedia is related to the awful, misleading Tripadviser. Expedia's character would be embellished by terminating the connection.
Stayed at Doubletree by Hilton at Marble Arch , London.
Price offered was a "discounted, exclusive price" however the price was also available on Hiltons website. After cashback, from quidco, it made the price alot more competitive anyway so I was happy.
I don't have anything negative to say about the website and would recommend to people. Just remember to search around for the best price, rather than just assuming the price on the site is the best available.
I booked flights to Belfast from Leeds, and hotel, with Expedia. The price for the flights was far more than I needed to pay, as I discovered later after looking at the FLYBE website. FLYBE allows other companies to screen swipe their logo, but say they are not in partnership with Expedia. What I take exception to is Expedia saying they offer “the best available fare”. Clearly that is untrue. A random check today of a package deal with Expedia will probably show up similar discrepancies on flight costs.
Having been fobbed off by two people at Expedia I decided to post my experience here. I have used Expedia for foreign travel 12 times in the last 12 years. I now no longer trust them to give me value for money in future, so they have lost a long-standing customer.
Great website, lots of decent info, pictures etc etc. And good prices also, I really do like the company and use them all the time.
On a lot of the much discounted rates on 5* hotels particularly, if you book these with Expedia at their discount prices, from my experience anyway, I always find I end up in the 1 room overlooking the brick wall of the kitchen or toilet area. I think that all the rooms offered at these prices are going to be the hotels weakest rooms, BUT once at the hotel you can always ask for a different room and be moved to one of the normal rooms offered at normal rates overcoming this slight niggle.
Also, a lot of the mega prices you might see on the Expedia site really do not hang around for long, so I would urge you to book immediately at that great price to avoid disappointment.
Maybe I am paranoid. I used expedia for years for all business travel. Then I see a pattern that more and more trips are re-priced at the last minute after you have filled in everything and can't be bothered to start again. I don't mean where you hold a reservation for days but literally if it takes a minute to fill in the details. It feels like they quote a lower fee to beat a search engine and then adjust the fees according to the historic price sensitivity of the user. Works a few times but now I use ebookers. Moral is don't rip off your loyal customers.
Went to New York as a 50th Birthday celebration over New Year with family. All went well apart from our return trip back to the UK. We were flying Air France from JFK to Manchester via Paris. On the eve of our return back we attempted to check in on the online system for Air France only to find the code that Expedia had given us was incorrect. As the flight was a Delta flight we tried to check in with Delta, also unsuccessfully. This resulted in several e-mails and telephone calls with various people, only to be told that we had the wrong code. Finally on the morning of our flight we were able to check in on the Delta website with a totally different code than Expedia had given us. We wasted about 2 to 3 hours doing this and it wasn't how we had expected to spend our final hours in New York
I paid for a 6 day booking.for a hotel in Dubai for a lady with a 3 year old child. When they reached the hotel with the conformation number, the hotel told them they that they never received the conformation. The Lady had to wait 7 hours in the lobby. Then when child started crying, the women was ushered out of the hotel.
When I contacted Expedia the told me, that it was the hotel's fault that they never received the conformation. Now the hotel has got no rooms, so we have to book for another hotel and which will cost twice the amount as the prices have gone up.
I have spoken to different people from their very very uncooperative call centres based in India. They put you in a hold for ages. They never call back when the promise. They just accept that it is not my fault but theirs. Their complainants centre doesn't even have a telephone number.
My mum booked me a holiday to Barcelona for my birthday. It ha been nothing but hassle since then, she has been pestered by call centres in India trying to tell her they are rearranging the flight as the one we booked onto is cancelled. We are desperately trying to resolve this, as we work full time and have booked our leave around this and now we are going to have to change everything. The flight times have changed to ones we are really not happy with- initially we would fly home late and get the most time away but now flying back early so losing a whole day of our holiday. Still no resolution and a lot of time being wasted bounced from office to office. Definitely go with Expedia, if you like nothing to remain as you booked it and have days to spare talking to useless idiots in Delhi. What a joke!