I just got off the phone very frustrated. In a nutshell, I booked my trip back in January. I chose my seats on the plane. Expedia says the seats are not guaranteed. But since I booked my trip I got several CONFIRMED emails saying my seats are confirmed. So, today, 12 hours before my trip, I went to check in my flight and all of a sudden MY seat was moved and I was no longer sitting next to my boyfriend on the flight. I called Expedia right away but there was an hour and half wait. I noticed there were only a couple seats left so I panicked and called Delta. Delta's supervisor told me basically that Expedia only confirmed my boyfriend's seat and not mine. The only seats left were "comfort" seats for an extra $60 each! So I was forced to purchase these seats to guarantee my seats so we could sit together. After that, I called Expedia again to try to get credited back at least some of the money since their emails misled me thinking everything was confirmed and fine. I remind you, the emails from Expedia stated that I was going to be in the seats I originally requested and said in capital letters CONFIRMED. While this was going on (12 hours before my flight) an email came in from Expedia stating my seat request wasn't confirmed. So, while on the phone with Expedia, after talking to 3 people, finally got the higher up in charge, she was very rude with me from the beginning. NOT at all understanding or sympathetic to the fact that 12 hours before my flight I was being told I can not sit next to my boyfriend. All she did was repeat that they do not guarantee seats and that I will not be credited for any money. She was nasty and not helpful at all. I will NEVER use them again. Neither will anyone I talk to, family and friends and all of the clients I get to tell this story to. Do NOT use Expedia unless you do not care if you sit with the other travelers on your trip! They give you a half days notice that what you requested wasn't fulfilled, meanwhile sending very misleading confirmation emails making you think everything is as expected. HORRIBLE CUSTOMER SERVICE.
Spent 2 hours on the phone trying to get a flight refund that was due me. Expedia came up with an excuse (scam), wherein, I was issued a credit; i would have to use the credit with Expedia, and I could not use the credit to change an existing flight reservation. What a scam company!! My advice to everyone reading this post is, don't book through Expedia.
After hours of trying to talk to the Expedia customer service representatives who do not speak English as their first language, it was a long and complicated call. They don't listen and put you on hold constantly. Horrible customer service and expedia should be ashamed. They don't understand the English language nor speak it fluently and they don't care either. I needed to change my return flight and they wouldn't help me. They were insisting they needed to charge me a 600.00 fee for change of flights for my 2 kids and I as they claimed it was an airline fee and that the money would go to the airline and not expedia. I would never recommend using expedia unless you want aggravation and enjoy being scammed. As far as finding anyone who speaks English well in this expedia corporation....good luck!
Imagine your 75 year old mom was not provided of a wheelchair assistance that expedia.com representative promised you on the phone and told you its confirmed. If there's a zero star that's what i will give this company. They didn't tell the airline that a wheelchair assistance was needed. My mom was in tears when I talked to her on the phone from an international flight. Don't ever try this company to save a dollar, it's definitely not worth it!!!
Be careful with Expedia - once they sell you a ticket, they can't do much if you have any problems ! If you try to talk to them with a problem - you will face corporate robots who only know how to repeat their default built-in phrases (from their corporate manuals). I personally bought 2 tickets for 4 friends of mine and I simply made the mistake to skip the travel protection for 1 of the 2 tickets. When I called later wanting to add it (to match my other friends' ticket) - all of their employees, from the agents to the managers, kept saying "impossible". They simply do not have the desire to help even their loyal clients (I've been using them for years). They could've called their 3rd party insurance provider and asked them for 1 exception. But they didn't. Instead their manager, Nicole, told me to google insurance companies and try to get an insurance from them. I asked if there's anyone, anyone, in their company who can simply add the travel protection, even the CEO. She said that there's no one who can do it. NO ONE. What a parody of a business :) As of now, I never had the "pleasure" of dealing with a flight cancellation and having to deal with this 3rd party booking website. Honestly, after today's experience, I hope I never will. If you need more info - you can call 907-799-4568.
I have no way of providing my feedback directly to the company which I would love to do. However, I have spent well over 8-10 hours on the phone trying to resolve various issues. Most of which were started on Expedia's end. The representatives are all nice, but extremely unhelpful. They put you on hold to "look into things" without ever explaining why and coming back on the phone to ask questions they have already asked with no progress. The phone gets disconnected several times and you never know if the representative will actually call you back or not. So then you are left to start all over again, or just pay for a flight you will never use. There is so much more I could document, but frankly I do not think it is worth my energy. The point is, I will not be using expedia again for my travel needs. I would recommend using one of the 3 other sites reviewed on this website that all seem to have 4 out of 5 stars!
My wife and I wanted to visit Sarasota overnight, and to bring our dog, We searched for hotels/motels that accepted dogs and settled on Hyatt Place, which came up when we set pet-friendly as a selection criterion. We checked all the terms & conditions and hotel policies, and the only reference to pets under hotel policies/pets was that we were limited to a small dog. We booked and paid a non refundable fare. Only when we received final confirmation - and could not cancel - did we learn the hotel imposed a $75 charge for a dog. We were outraged and called the hotel, which confirmed this was a non-negotiable hotel policy. They advised us to take it up with Expedia. We spoke to three different people at Expedia call centres over two days to no avail. (The $75 surcharge is good even for a week, so it's not a rip-off if one stays long terms, but it's more than a 50% surcharge to the Expedia rate for a single night; even a baby as 3rd person costs only $10 more!) The $75 surcharge is mentioned under a section other than pet policies, which is not where you expect it to be. Very disappointing.
I just registered an trustpilot account, and spend my time to tell you guys my stories with booking with expedia.com. I used to book with expedia.com, orbitz.com a lot, since they are kind of intuitive and easy, but from now I will never book from an agent company, unless airline company doesn't sell ticket themself.
Around Oct 2013, I tried to change the return date of a international around trip flight ticket. I called expedia.com customer service, the rep helped me to check the price, it was over $900 to change the returning date, and it was almost the same price as my round trip ticket. The rep told me that's the price the airline charge on changing ticket date. I trusted them since I always think it's not easy to make changes on flight tickets. But I still called the airline customer service(maybe ticketing department). A big surprise, airline rep told me the cost to change the returning date is only $70. Same flight, same date and time. That's more than $800 difference. Where does the difference go to?
After that I think it's maybe some miscommunications or policy difference between expedia.com and airlines. And I totally affirm that expedia.com is scam my money after my second surprise.
I tried to book 2 airline tickets on expedia.com in Mar 2014, one adult and one 22 months old baby. As my experience, any child under 2 years old can book an on-lap ticket, which is usually less than 10% of the adult price. I then entered expedia.com, and filled all the information. At passenger information page, I put 22 months for the child age. And then click "next" button, an error message with red words came out "on-lap ticket can only be booked by child with age under 2, please make changes then go to next step". Tried a few times, still getting the errors. I then think this might be a website glitch. Then I called their customer service. And told the rep I'm getting the error when I book an on-lap ticket for a 22 months old child. After a few minutes waiting for the rep to check on her side. She told me that because the child is already almost 2 year old, and they can not let her sit on the lap, she must have a special seat some like that. And the price is $1200 something as the price for an adult is around $1400. I argued a little bit with her, but she was just repeating the same thing with a hesitating tone.
After hang up the phone, I think this might be the recent adjustment on airline policy. But I still want to try to call airline directly to confirm this. Then I did, another big surprise. The rep from airline helped my booked the tickets with no problem, child under 2 year old still charge less than 10% of the adult price. Which was $90. The adult price I got was about $80 cheaper than expedia.com too. Double wins.
I don't know other companies do the same like expedia.com or just expedia.com. But I think expedia.com is very untrustable and scamming my money with their nonsense reasons. Hope this will help. Sorry for my bad English.
I was unable to board my flights due to a booking error through expedia. Not only did they refuse to help me get any flights changed but also refused to refund me. As an active duty military service member yrying to get home to see family obviously I was unable to do so.
I have posted below a copy of my last e-mail to Expedia, sent 6th. April 2014. I think this says it all. ------------ Dear Sirs I have been writing to you since February to try and obtain a refund for two flights and two hire cars. Whilst you have now refunded the cost of the flights, if you take the trouble to read through the numerous emails which I have sent, you will see that you have not bothered to respond to my requests for a refund for the hire cars. This refund was agreed verbally by a member of your team several weeks ago but has still not been actioned. I am reluctant to telephone you again as I have already incurred massive costs in trying to resolve this problem by telephone with Expedia with no satisfactory outcome.
Can you please give this matter your urgent attention and issue my refund immediately. This situation is beyond ridiculous and is the worst example of customer service I have ever encountered. ----------- I would not advise anybody to use this company. Although, when things works as they should they are fine, when things go wrong you really are up against it. There are better companies out there.
We booked a flight for our son and his return flight was cancelled by e mail a day prior .( He was simply kicked off the passenger list but the flight was still going). I called and had a person on the phone who I could barely understand because of the heavy accent. This person was trying to help me and contacted the airline help desk and after 45 min. on the phone just told me to call the airline myself. Well that was not what the airline told her to do. They gave her options but she never gave me the options. The next expedia agent had a very heavy accent also, again which was very hard to understand. Then I spoke with the supervisor after 30 min. She told me that she would call me back or send an e- mail. Well , that never happened. The third expedia agent finally rebooked the flight which took 1.5 hrs. to do and then I got the wrong confirmation number we needed at the airport. The flight was then overbooked. Really? So, all in all I spend 3.5 hrs. on the phone, most of that time was spent waiting. This was the last time booking through expedia.
I booked my holiday on line but when it came to pay I was being charged a credit card fee for paying with a debit card. I phoned customer service for help (big mistake.) The agent I spoke to couldn't understand me nor I him and a very long frustrating call followed. As he was redoing my booking he mentioned the wrong date for my return journey and I corrected him, but despite this he booked the wrong date. When I called to correct this I had to pay a further £104 to change the date. I complained to customer service and they replied that they couldn't find my booking and I should take this up with my travel agent. I booked with Expedia alone not any other travel agent. I have replied with all my booking details but have had no further response.
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 THEE 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.
#1. 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.
#2. As I mentioned before the website and prices are excellent.
#3. 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. Can I give you the name of the tour so you can look it up? Representative: Yes Sir. That's fine. Me: 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: Ummm, can you hold on for a second sir...............................(about 1 minute and a half passes)..............Is this the Rome tour? Me: I"m sorry? Representative: Is this the Rome tour sir? Me: Did you say Rome? Representative: Yes sir. Me: No. I said Jerusalem and Bethlehem. This is a tour in Israel. It's called the Full Day Tour to Jerusalem and Bethlehem. Representative: Oh ok. I'm sorry about that. Hold on one moment. 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 Colisseum?? Me:..........................................................................................................................................................Ma'am. Can you please get me someone who can help me. I've been on the phone for 40 minutes. Representative: I see 13 on my phone. Me: Ma'am, 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. Representative: Oh. Because I see 13. Hold on please and let me transfer you to someone who can help you. Me: (Click)
I wrote them a letter stating my complaints and they wrote back saying they were glad I was happy with the hotel they booked for me. HELLOOOOO Expedia can you read?......... The booking rep was in a non English speaking country in North Africa. Dare I say customer service is there too and could care less about us.
Traveling with two young kids we were very specific about the flight seat assignments. We got our seats assigned by Expedia. I checked online a couple of weeks later and no seat assignments showed. I called Expedia who claimed to have called the airline and again got my seat assignments. Today, 5 days before the trip, I again check and again find that there are no seats assigned (and none available). Expedia claims they will be assigned at the gate (whatever might be left). According to American Airlines, they have no record of Expedia ever having contacted them about seat assignments and we are stuck! This is the last time I will ever use Expedia for anything.
Shame on me for giving Expedia anther chance after they they already screwed me once on a travel plan, i booked myself and for other couples for a trip to Mexico last week, they claimed over the phone they were takin a 50%deposit on our trip,them charged full price to all credit cards, then lied about what we said on recorded phone call, i will never never use Expedia again, don't ever use Expedia again!
Not going to bore you with the details. Just know that I signed up for this site just to sign the "petition" that Expedia sucks and I will never use them again. I would rather stay home then use them - NEVER EVER AGAIN!