To start, I have a $604.70 credit on Expedia with Delta. I understand a $200 change fee would apply when I use it, so that leaves what should have been a $404.70 reduction from a recent flight I tried to book.
Thursday, February 13 –
· Placed flight on hold and called Expedia as directed to do so. Cost of flight $589
· Called Expedia to complete booking. Message said due to storms, call volume was large and recommended calling back later.
Friday, February 14 (approximately 11:50 am CST) –
· Reviewed Expedia website flight options. Cost of flight published on website at that time was $589.
· Called Expedia to complete booking of flight placed on hold evening before.
· Put on hold multiple times by service representative. She was friendly but extremely hard to understand.
· When she went to complete booking, she said the flight had increased to over $700. Since I was online, I pulled up Expedia and the flight was published at $589. I explained that to her.
· Put on hold again, and when she came back she asked for my credit card number to complete booking. I told her I needed to know the charge amount first. She gave me the price based on the $700+ flight minus my credit, + the change fee. I again told her the flight is currently on Expedia’s website at $589. She put me on hold while she located a supervisor.
· Supervisor came on and I had to explain everything again. He put me on hold, came back on, and said the flight was over $700 even though the website said $589. I told him I would have to call back and deal with this later, I had no more time to spend.
· The call lasted over 55 minutes with no resolution. Keep in mind, I was at work, and had never expected the call to last more than 5-10 minutes so this was a huge waste of time for me and my employer.
· Shortly after I hung up, I received two emails. One booking the Itinerary I had in hold, the other for the same flight. Both showed a rate of $589. I immediately went to “My Trips” on Expedia’s website and the flights were not there.
Friday evening, February 14 – checked Expedia’s website and same flight was available for $589 (with only two seats left that price) Saturday, February 15 - checked Expedia’s website and same flight was available for $589 (with only one seat left that price)
Sunday, February 15 (approximately 5:00 pm CST)
· Checked Expedia’s website. Preferred flight that best met my schedule was no longer available but I located an alternate that would work.
· Placed flight on hold and called Expedia as directed to do so. Cost of flight $557 Delta;
· Called Expedia to complete booking. Due to high call volume, the message advised an hour and 15 minute wait. I elected the call back option.
· Received call back at approximately 6:15. Explained the situation AGAIN and told the representative immediately that I did not have 55 minutes to spend on the phone. All I needed was the booking completed using the credit.
· Again, put on hold multiple times by service representative. She was friendly but extremely hard to understand.
· She went to book it and said she regretted to inform me that the cost of the flight had just went up and was approximately $100 more than the published rate. I immediately pulled up the online rate and it showed $557. I was speechless at this point.
· She put me on hold again while she talked with her “help desk”. Someone else got one and I had to explain everything AGAIN. In the middle of explaining, I was hung up on. Of course, I couldn’t call that number back as it doesn’t accept inbound calls. I called the general number and the message stated it would be over an hour wait.
· The call lasted approximately 45 minutes with no resolution.
Just spent 2 hours on the phone with 5 different people for a relatively simple Yes or No question!!!!!!!!!!!!!!!!!! Each time the customer service cant answer a question (which is literally every single time), they say they will transfer you to a supervisor, so you are on hold for at least 20 minutes, and then they hang up! And if you want to express your concern or actually talk to someone about customer service --welll good luck! Even the people on the phone don't know how to get you to talk to someone who actually cares. NEVER again using Expedia and am disgusted at how much time i spent and not even ONE person could care to answer a question!!!!!!!!!!!!
Thank you for contacting Expedia about feedback on our customer service agents.
We are truly sorry that we have not lived up to your expectations of "excellent customer service". We, at Expedia, try as much as possible to provide not only excellent customer service but we try to exceed what is expected of us. However, we know that there are some instances that our guaranteed excellent customer service is not met and we would like to apologize for that.
The feedback that you have provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptions. When you book on Expedia, we hope and expect that your travel will be a flawless event. Should unforeseen circumstances arise, we anticipate that our travel partners will step in to fix whatever difficulties occur; we apologize that you were made to feel that this could not, or would not happen.
We hope that this occurrence will not reflect poorly on the Expedia experience, and that you will give us another chance to prove our excellent customer service. Expedia values your business and we hope to retain you as a customer.
For immediate assistance you may call our customer service agents at the numbers below.
If this does not answer your question or solve your problem, feel free to reply to this message or call us at 1-800-EXPEDIA (1-800-397-3342) or 1-404-7288787 (for callers outside U.S. and Canada) and reference case ID: M-6699619.
Thank you for choosing Expedia.
Perry Expedia Customer Service Team
Please, please, interview that agent, my call and the damage she did to your reputation!!! I was very pleasant to her and believed she was helping me, for 45 minutes!!! I was alright with paying $80.00 MORE for a new ticket. Then , after 45 minutes, she asks me for $180.00, did not tell me about the rebooking fee. I was serious, if that is the best one of your people can do, she should be FIRED !!!! I have not taken to the web, until I hear your explanation!!
This business (Expedia) has horrible ratings. I couldn't agree more. I wish I knew that before I bought anything through them. The guy on the phone for CS was hard to understand since he was from another country. He couldn't answer any of my simple questions. I asked if I could receive points for my latest booking and he said I could not and he couldn't tell me why due to confidentiality. Which made no sense and he couldn't even explain why. He offered me a 25$ coupon for next time booking. I asked why I received that and all he could say it was from an agent's error but he refused to pull up the paperwork/file to give me info on it. Expedia is nuts!
I booked my honeymoon trip here to BORA BORA. I specifically told the lady I wanted to stay over the water villas. She booked me a garden view room. Hadn't I carefully reviewed the itinerary sent to my email. I would have never known. Then she misspelled my middle initial so another agent had to call me and rebook me another flight cuz they couldn't change it. Then when I went to cancel the flight because I was extremely upset they cancelled it but did not cancel the flight they rebooked. Finally after being on the phone with them for hours and agents leaving me on hold and hanging up on me. They granted me the refund but they deducted $150, which I feel expedia should've covered that because it was there mistake when I told them to cancel everything.... Then I realized a lot of discrepancies on my online credit card statement so I called them and they stated they would refund me the money but never did so I just called my credit card company and disputed the charges. I'm soooo done with expedia. They completely disappointed me especially because I usually book my trips here but this takes the cake. They left me with a nasty taste in my mouth and I will boycott this travel agency for the rest of my life and I have told all my friends and family of my horrible experience so they will do the same as well.
I purchased a ticket last month and they modified my flight tickets without notifying me, and when i tried to have them change it back to the date i scheduled it for they said sorry it is no longer available. So i had them transferred to the supervisor and he did not help me out!!!! Just simply said sorry we can't do anything!! Worst service. never going to purchase ticket from them again!
We booked flights and 1 night hotel accommodation online. We wanted to change that 1 night hotel accommodation to another night (the next night) as the hotel booking had no booking change fees attached to the Expedia booking. I spent about 30 minutes with one agent yesterday morning (FEB-17-2014) who couldn't figure out how to make this change and kept putting me on hold until eventually the call was cut off. I called later in the day to try my luck again and ended up with an abrupt agent who wasn't friendly either and wanted to change the hotel booking to a pre-paid non-refundable booking and refund us just over $20. My wife had the same package [live quote] open on a separate computer screen and it should have been closer to $50 difference and the hotel should have remained with a flexible cancellation policy. We felt the agent was trying it on by imposing a "hidden" change fee, as well as wanted to make the whole booking non-refundable (not just the flights). We ended up leaving the night "as-is" and booked through an alternate channel as we were concerned the Expedia agents would mess up our bookings altogether. As a travel agency owner, I am simply astonished by how a relatively simple change (within 24 hours of making the reservation) could cause such confusion and incur additional "hidden" costs even though the cancellation policy clearly stated there would be no change fees for the hotel. Very disappointing experience and a waste of time for nothing. We feel we are close to $50 out due to a lack of agent training.
Be warned, any changes to your reservation (even within 24 hours of making the reservation) are an absolute nightmare and don't trust the "no cancellation fees" - they always find a way by making it incredible difficult to change or rebook.
I had booked a flight with expedia.com.AU - the flight schedule has ben changed without notify me...I was lucky I found it my self, Asking for refund due Airline schedule change...had to make more than 20 calls & NO respond on emails..be careful the call centre is in India...NOT in AUSTRALIA...
We arrived at 8 pm at our hotel in Miami to find that our reservation had been canceled by Expedia that afternoon without any notice to us. The reason was that the credit card used to guarantee the stay had been canceled a couple of weeks before due to fraudulent use. I suppose I can understand this cancellation, but to do it without notice or giving us a chance to provide a valid card in its place was infuriating. The hotel was fully booked by then, as were most others nearby. We eventually did get a room - but at the rack rate which was well over $300 for the night - almost twice the price for the Expedia-booked room. The whole experience was scary, inconvenient and expensive. There are many alternatives for Expedia these days; hopefully the alternatives will show better customer service and concern.
After a horrible experience with both the Expedia site (website malfunction) and customer service, I decided to cancel the reservation. I was within the first 24 hours, so according to Expedia Policy I was able to cancel with no fees. The customer service rep confirmed this, and then confirmed the refund amount, which was explained would be credited in two amounts (one for hotel, one for flight).
Total Refund: $2,312.52 Refund Pt. 1:$1,282.20 Refund Pt. 2: $1,030.32
Thinking everything was resolved, I later received an odd voice mail from Expedia. The woman on the phone said they were sorry they couldn't get in touch with me, and she was calling about my refund amount. Then, without providing any instructions about if I need to call back and without leaving a call back number, she hung up. So, I checked my credit card statement, and I noticed that my refund was incorrect. I received two refund amounts: $1,182.20 & $1,030.32. Anyone with any basic concept of addition and subtraction could figure out that $1,182.20 + $1,030.32 does NOT equal $2,312.52.
So, I checked my emails again, and sure enough the confirmation email for my cancellation indicated the incorrect amount. Back to the customer service line. The woman I spoke to was nice enough, but after explaining my issue, she kept repeating that "the refund has been processed". Ok. Yes. I know. It took over an hour of waiting on hold while she consulted a supervisor for her to come back and say, "you used a coupon". Yes. I did use a coupon, but as ALL coupons work, the amount is deducted BEFORE the amount you are charged. I even have the email confirmation from when I booked that reads:
"Flight + Hotel $2,412.52 Coupon Applied -$100.00 Total Price $2,312.52"
Which I explained again, and the woman was nice enough to forward me the cancellation receipt she had on her screen:
"Subject: Expedia refund receipt
Here are the details of your refund: Date of refund: 2/5/2014 Total refund: $2,312.52
Amount: $1,282.20 $1,030.32"
Ok. Now we are getting somewhere....I thought. I explained again how what she sent me is correct information, however, those are not the amounts I received as a refund. So, she transferred me to the supervisor, who at first suffered from the same....lack of elementary math education....but then noticed..."there was a glitch"...AHA! So, after a few minutes of waiting for their system to load (which he also said was very slow), it seemed like my issue was resolved. I thanked him and hung up.
3 days later...I notice my $100 credit is still not posted. So, I call back. The first call says there is an hour wait, so I request a call back. When I answer, it is static air, so I hang up. I get called back again, and press 1 to speak to a representative, wait for a few minutes only to be hung up on. Sigh.
I call back, but now the wait is 2 hours. Fine. Request a call back. Same thing happens. Dead air on the first attempt, then on the second attempt I miraculously get connected to a person. Yay. I tell her I want to check on the status of my refund. She goes through the same lines again. How she sees I was refunded $2,312.52 on 2/5/2014. Sigh. I explain again. Again, she brings up this coupon. So, I explain again, and mention I spoke to a supervisor 3 days ago and was assured it had been resolved. She says she has to put me on hold for possibly 30 mins to an hour due to the weather causing a large volume of calls, so she can consult with a supervisor, but she can't do a call back, so I don't have to sit and wait again to resolve something that should have already been handled. Fine. I wait.
After 30 minutes I am abruptly greeted by a man (Albert), who says "you requested to speak to a supervisor for clarification about our refund policy". Now, I am beginning to lose my cool. I tell him, "No, I am calling to resolve an error regarding a refund I should have received." So, again he mentions this freaking coupon. I explain again that the coupon is not the issue. The issue is that I was supposed to receive a refund for the amount I paid, $2,312.52, but I only received $2,212.52, so I am missing $100. I also mentioned my conversation with the other supervisor from 3 days prior, as well as all of the emails I have, which detail the amount I should have received and the amount I was actually refunded. He then in a very condescending tone says, "Fine I will give you the $100. Is that what you want?"
Have you ever seen a movie, where they briefly show a picture of an atomic bomb exploding to visually symbolize how angry someone in the movie became? That was me. I couldn't take it anymore. Not only did EVERY customer service rep I spoke to confirm what I was trying to explain (without actually understanding it), this man then tried to go and make me feel guilty for asking him to do his job, accept responsibility for Expedia's error and FIX IT.
In a raised voice (but without defamation or profanity), I told him that is not what I want. I want Expedia to fix their error, and I don't appreciate being accused of seeking something, to which I was not entitled. Expedia is at fault, not me. If the person who processed my refund originally made a mistake (i.e. subtracting a coupon of $100 from my refund), that is OK, just fix it now.
This level of incompetence and unprofessionalism that I encountered with Expedia is unparalleled. I even told Albert that I have already written about my experience on Consumer Affairs, and I would be writing to Expedia's president and would be mentioning him by name. (By the way I have never tried to escalate an issue this far, and I don't even normally write reviews online.) He said "Thank you" in a facetious tone. No wonder Expedia hasn't responded to the email I sent about my issue, or to the responses I gave in the Customer Satisfaction survey. From top to bottom, it is clearly ingrained in their corporate culture to NOT care about their customers. I don't believe the saying "The customer is always right", but when the customer IS right it is the expectation of the customer that you will fix the problem.
If a class action could be started for the abysmal customer service that Expedia puts out there, I would have no qualms about being rewarded .46 cents (or whatever it is class members get these days) just so Expedia could be exposed for their complete and utter disregard of properly treating customers.
(Side Note: I am still waiting for my $100. I have a receipt from Expedia that I should be getting it. In the meantime, I have let my credit card company know, so one way or another I will not rest until this is resolved.)
This has been, without a doubt, the worst customer service experience I've ever had. Expedia has been showing their incompetence repeatedly. They've run my credit card 24 TIMES. Obviously, the bank put a fraud hold on my card. Now, Expedia has a hold on my (ironically enough,) Expedia MasterCard and I can't get them to release it. Basically, I now can't afford to go with anyone else because there's an authorized hold on that card. Oh, and I've been on hold for a total of 8 hours and 17 minutes since Monday...
Expedia comes to my mind when I think of booking a hotel through a third party. But I would run far from this website if I were you. I booked a trip through them, pre-paid and then when I got to the hotel (in another country) the hotel had given away my room. I called Expedia when I got back home and completely got the run around. They wouldn't even let me talk to a supervisor. They told me I had to submit a claim to the hotel and then call Expedia back periodically to follow up on my claim. WHAT HORRIBLE customer service!!!!!
Holding $4,600 on my account and no trip booked. Called to have the funds released after being transferred twice and waiting 3 hours on hold "sorry that department is closed". Nice, bet they were open an hour ago. Can you take my information and forward it to the correct department so they can call me back (you know so I don't grow old on hold)...."ummm we only take calls" The top travel agent company can't send emails??? Really??? Sounds legit. Best line ever "we understand your frustration and want to resolve this for you but we can't". Wow!! Thanks for your awesome help today! Seriously hope me or my family don't have an emergency because we have no access to our account until these funds are released... Pretty great feeling!
My flight was cancelled so I called to reschedule. First call: waited 4 hours to be told that their computers were down and to call back in 2 hours. Second call: waited 2 hours to be told that I have to call the vacation package number, transferred and then the next rep dropped the call. Third call: waited 2 hours again, after I told the rep my issue she dropped the call. 4th call: currently waiting to talk to someone. I will NEVER use Expedia again!
As I am writing this, I have been on hold for Expedia for one hour 23 minutes. Yesterday I was on hold for 38 minutes, when a person answered and said their system was down and could I call back in two hours. I called back in three hours and received a message saying the wait time was one hour 44 minutes and if I left my phone number they would call me back in one hour 44 minutes. I did. They called me back in 5 hours!!!!!!! AND they said they couldn't reach the airlines to cancel my flights so could I call back the next day???? I need to cancel a reservation and receive credit which apparently I can't do with the airline??? I will NEVER. I repeat NEVER use Expedia again for ANYTHING.
I reserved Sheraton Charlotte for 3 nights for a business trip. Expedia took my money in full for 3 nights at Sheraton Charlotte way in advance, but when I called to confirm my reservation at Sheraton, I found out expedia only paid Sheraton 1 night out of 3. When I called expedia and after spent for 2 hours on the phone, they said they paid Sheraton. I called Sheraton to confirm and found out expedia canceled my reservation, and i lost my 1 night reserved, and on top of that, expedia kept my money. I am calling expedia now and ask them to resolve it. I found out this mess 24 hrs before I fly out on business... talk about stressful...
I booked a flight from Buffalo to New York because it is cheaper than flying from Toronto… however things ended up changing, so I needed to fly from Toronto to New York instead…. I booked with JetBlue..which everyone knows DOES NOT FLY TO TORONTO. I called to see if there was anyway I could switch airlines or come up with some way to change the tickets. I spend about 20 mins on the phone with this women because first she could not find the flight, not under my e-mail itinerary number..nothing!!! Then she all of a sudden finds it after asking me my name about 100 times….then starts telling me she is searching flights and she comes back to tell me she can’t find any that will fly to Toronto, I said yes thats because they don’t fly there which is what I told you when I first called, can I please be transferred to someone who actually knows a little about their job….she then says yes and puts me on “hold” but not actually hold she just had me there I could hear everyone in the background talking to other customers! I then Hang up and call back, and immediately ask to speak to a manager so I can sort this mess out. Guess what, I am still on hold… an hour later and iv’e had time to write this entire review of their complete lack of professionalism and terrible customer service. I might as well go take a nap, watch a movie, eat some lunch… Expedia is a waste of time and money. This is what being cheap gets me… never again.
My experience with Expedia is my first and last. I normally wouldn't spend any time writing a negative review, but dummy me ended up reading the reviews after doing business with them and now it has gotten my blood boiling! I booked a hotel with them a week or so ago and was looking through my bank statement and noticed I was billed twice for the same stay? I contacted their customer support and after being disconnected once and spending almost an hour on the phone, a supervisor explains that they bill twice and one billing will go off in a couple of days? I contacted my bank and they are telling me I need to come fill out paperwork to dispute one of the billings. After reading all the other reviews, I honestly can't believe this company has been doing business as long as they have and investing in as many commercials as they do! Again, DO NOT USE EXPEDIA!
I have made so many reservations through Expedia and have never had a problem, but this very misleading transaction has left me feeling cheated! I had booked a hotel online for a friend for 4 nights and was quoted $132 in total. Unfortunately I had to change the dates and add an extra night, which meant I had to call customer service. I know there's always a chance that the hotel might charge you for changing the reservation so I made sure to check that I wouldn't be charged. When I called customer service the lady who was helping me said that there would be no charge and she would go ahead and change the dates. Everything was fine except the rates per night had changed, and she very quickly went through how much each night would cost. At the end she gave me a new price of $188, and seeing as it wasn't an insane amount more I said that this was fine. This is where it all went horribly wrong..when I checked my bank account there was a charge of $321 from Expedia (what??). I called customer service again, told them what happened and asked if it was a mistake. The man who was "helping" me explained that because of the price change per night, that the $321 was the actual total of the stay altogether. So in summary, I was told that I would pay $188 for the stay, NOT that it was an additional fee to the $132 I had already gotten!! Not once did the lady say that it would be $321 for the new charge, only that it would be $188!! Be very very careful with Expedia!! They are some shady and slick liars!!