I have been trying for over 3 weeks to change one of my flights booked though Expedia. I know the change I need to make and the alternative flight that I want, all I need is someone to make the change which should take a matter of minutes. I phone the customer service line and get put on hold for for so long I cannot take it anymore. I finally got through to someone last week in their Indian call centre. The line was terrible I could barely hear what he was saying which didn't really matter because he could barely speak English. He then put me on hold again and 30 minutes later I gave up waiting as he clearly couldn't be bothered to come back and help me.
I have tried again and again to phone their help line and no-one answers. In the mean time the flight I want is getting more and more expensive and soon it will be fully booked and my holiday ruined.
My options are to continue phoning this helpline which is costing me a fortune in phone bills or cancel the flight I already have booked (losing the money I spent on it) and rebook through the airline direct. The airline won't change the flight I have because I booked through the awful Expedia website.
This is the first time I have used Expedia and I will NEVER use them again. Their customer service just spits in your face.
Please please please do not take the risk of using Expedia. They will rip you off, take your money and run.
Update 1 April 2014: Yes it is April fools day and like a fool I again tried phoning the Expedia helpline. The recorded message said I had a 3 minute waiting time. After 5 minutes the line went dead!!! I phoned back straight away and finally got through to someone. He said he would phone the airline and put me on hold AGAIN! Just like last time I waited and waited and suddenly the phone went dead again!! I am now so desperate and fatigued I do not know what to do. I tried to phone the airline and beg for help but they refused saying because I booked though Expedia they will not help me or offer any advice.
The only way I can describe Expedia is a disgusting, criminal company. If you book through them you are taking a massive risk. It is not a risk worth taking. I cannot stress enough that you should NEVER use these 3rd party websites. This is the first time I have used one and I regret it. My bank balance also regrets it as it will cost me £400 to rebook the flight through the airline and it has already cost me nearly £30 in phone calls.
Hotel reneged on confirmed booking made through Expedia - hotel claimed they never had it despite a confirmation # generated by their system. Pushed me back to Expedia as reservation was made through them. Phoned Expedia who tried to reconfirm with hotel and were not successful - told me there was nothing they could do and then said if i stayed further away from my destination (at a lower price hotel), the price difference would offset the price of the taxi necessary to get back to my destination. What a joke. Lesson learned: compare prices on the agency web sites to property/airline site and then book directly - always. Expedia will NOT stand behind it reservations.
I was trying to book a hotel using the mobile app because of the coupon Expedia provided through their website, which was $25 off any purchase over $100 before taxes, exclusions apply; my order came out to 176 or so before taxes and the Days Inn Hotels were not excluded, therefore i was eligible.
However when i entered the coupon code it would not work so i called customer service and the first person i spoke to understood my situation as he even tried to use the coupon and it wasn't working for him. I was told by him that I would have to make my purchase and then he would transfer me to another line where they would refund me the $25, deducting from my purchase...and then provide me with a $25 dollar coupon for the future, due to the inconvenience.
Once i was transferred i was told they could not do that, it is not their policy and that they could only provide me with Expedia Points, so i was transferred to the Hotel Management line where they were no help as well.
I was told that they could not deduct the 25 from my order, as it was already purchased and that they could not provide me with a $25 dollar coupon for the future so i spoke to a supervisor, after being on hold for 25 minutes, and when i explained my situation he refunded me $25 from my purchase and ignored me when I told him that i was also supposed to receive a $25 dollar coupon for the future, his response was "have a good day"
Unprofessional, i was told 3 different policies, get your stories straight don't tell someone false information.
We booked a whole family trip to cancun and printed our itinerary out just in case of any confusion or internet problems. The itinerary stated that our plane was supposed to leave at 7:00 am to Atlanta, so we got here early around 5:30 just in case of any problems. We go to check-in and it says that we are "too late" to check in, because apparently the flight is actually at 6:00 am. Naturally, we call expedia and explain to them the situation and hope that they could understand the situation and admit to their fault, and book us the next flight out. Instead they tell us it is our fault and that we have to pay another $250 per person (family trip of 5) in order to book the next flight to Atlanta. We received no help and it felt like they intentionally do these tricks just so that people will pay more money. It was a rip off, I have never been treated so rudely with customer service, constantly telling me it was my fault...but why would the itinerary even say 7:00 am, when apparently their Atlanta flight always leaves at 6:00 am. Even the lady at check-in was upset and asked to speak to the customer service to vouch for what was on paper. It just all felt like a huge scam. I do not recommend expedia to anybody, terrible service in general.
Why not just send the actual flight details to my email address? Sending me an email with a link to an online itinerary is a complete joke. You usually need it just as you are getting to the airport. Want to know where you have no wifi access? The airport! If it had downloaded previously in my email, I could just open it for my flight details. Frankly, the system isn't even working for me when I am connected. Huge step backwards Expedia.
You can make a reservation without signing up for an account. But they don't tell you, once made, you can't change it. The, "I made my reservation signed is as a guest" link takes you to the airline or hotel. THEY can't change the reservation because it's an Expedia reservation. Expedia "Customer Service" requires you to leave a number where you can be called back, "so you won't be inconvenienced on hold." IF they call you back, THEN you're on hold. And if your cell phone is dead or you're out of range, well then you can... Hmmm. Oh, I know, go back to the website and sign up for an account! Nope, that doesn't work either. Because when you made the reservation you didn't have an account. You're stuck with the reservation you made. Because we ain't got no customer service.
PS: It's two hours later. I finally talked to "Henry" who took 15 minutes to move my hotel reservation ahead 1 day. Now it's three hours later, and both the hotel and Expedia websites are still showing the original rate for the room. But Henry bumped me up $17. Whatever. Just let me put this behind me.
PPS: On arrival at the hotel I discovered the date change that was so difficult to make and cost $17, was not in fact made! Fortunately there was a room.
I book a trip with expedia I cancel the trip and they promise to refund the money after few days they send a email and they say that is going to be a credit when I tried to use the credit I have to way for 3 hours finally the hang out the phone and was a supervisor please don't book any trip with this people book with another company
No rude contact, just an unacceptable experience. The phone agent was nice, but I couldn't help feeling sorry for her having to catch flak for this company.
I repeatedly tried to contact Expedia over concerns about possible compromise of my account security, but couldn't get through their phone tree, which kept asking for an itinerary number, which I didn't have because I was not asking about a booking. In the course of my correspondence with their robo-help system, I was sent a response written for a completely different customer. Finally, when I tried to cancel my account online, the response was "no access to that functionality." I finally faked my way through the phone tree with a fake itinerary number, asked to have my account canceled, and was told it would take 72 hours for that request to go through.
Avoid this company. They have plenty of competition.
I fly often and have never needed to have a visa for a transit 2hr stop. Apparently with my nationality if i am flying to anywhere to Europe and transit in Heathrow, I require a visa to London. I was shocked to find this out when I was refused the right to travel at the airport. This was mentioned NOWHERE before or during the purchase of the ticket. London heathrow is the only airport in the world that requires transit visas for SOME destinations only. I have flown transit through there to the USA and required no visa. How was I supposed to know that things were different if you are doing a transit before flying to Madrid. I called expedia and asked them why there was no note of this made, as it is very easy to give a warning about this. They simply said that their job is providing the ticket and not explaining about how it can or cannot be used. i had to call 4 times, min 30 min spent on each phonecall, every time getting no help whatsoever. $500 on their balance sheet is nothing, but it is 2 weeks worth of busting my arse off at the office and i cannot simply let it go and not complain when the company that claims to be the best travel site in the world sell me a product that i potentially might not be able to use!! What they did is equivalent to selling a TV to a blind man! Had they refunded me/ given me an upgrade on my next ticket/ made it up to me in any way they would have lost 0.000000000001% of their revenue and gained a customer for life....unfortunately and I feel comfortable saying this, they are idiots when it come to customer service. Things went from we cant help you...but please help me, its not my fault that i couldnt use the ticket, I am sure this happened before you should have put a warning...to ok we will contact british airways but they will reject the refund, to comeon please help me out here...to no sorry its not our problem...to yes it is your problem because you took my money and gave me no value whatsoever...to no it is not our problem...to yes it is your problem because i will call daily and pester you about this and will post once online about your incompetence...to sorry still cant do anything...to i will not get off this phone call until you treat me fairly.. to we are treating you fairly..to not in my opinion reimburse me or i will get my lawyer to make a big deal out of this that you can avoid with a little reimbursement. In the end they agreed to give me a $200 voucher for hotels/packages....doesn't even cover the hotel booking i lost...let alone the stress they put me through and the ticket price. NEVER book with these guys.
I booked my flight on 3/10. I look today 3/19 and the flight is $60 cheaper. I called expedia (which took awhile to get a live person) and told me their price match guarantee was only good for 24 hours after I booked my flight. So because it is 9 days later, I am too late to get the better price. I asked to speak to a supervisor and was told it would be at least 15 minutes before one could become available. So I got a $60 dollar lesson to use Orbitz from now on. Not only do they price match, but they do it automatically. And they even give you "Or bucks" to use toward future books. I will NEVER use Expedia again!
I tried to search for a hotel using Expedia.com. I entered the zip code and click on search... the program told me that something is missing... it asked me to enter the name of the street... If their program couldn't even search a hotel by zip code, I don't know what else can they do... I switched to other travel site right away.
I know there are a lot of careless programmers out there these days... however, it seems that none of the Expedia's employees ever used their own program either. otherwise, obvious glitches like that should be reported & fixed long ago.
Recently my husband was booking a hotel for our Anniversary through Expedia and they charged our credit card not a "deposit", but the entire weekends stay. That said my trip is not for two more weeks and we found a better deal elsewhere. I understand hotels will put an amount on "hold", but they don't usually charge you until you've checked out. When he cancelled the reservation, no one told him that if you cancel with Expedia they charge you a one night stay anyway. But they didn't even do that, they charged him for 2 nights $483 dollars later.. In their defense, they "claim" we will be reimbursed which remains to be seen. Either way I will NEVER book through EXPEDIA again!!
While searching for a flight for an upcoming vacation Expedia quoted several very low rates. When I went to book them they went from $288 to this flight is no longer available, $346 to $1072, and $436 to $780. Please quote me the correct price initially. Don't do a Bait and Switch!!!!!
I will never be booking with expedia again. I found a cheaper price for a hotel on a different website immediately after booking with expedia. They did not allow me to receive their best rate guarantee that they claim to offer. Terrible company, I will be going elsewhere for my travel needs.
I ran into big time booking trouble with Eastern China they are the worst airline ever…you will never get anybody to help you.
The key to great service is to contact them thru Twitter you will get an American and they are much more helpful. Unless it is something small calling them is useless.
I was within a day of my flight to Manila that I had paid almost 4 months ago but since expedia couldn't get much help from Eastern China to fix my ticket issues Expedia paid near 7k to get me new tickets for my flight.
This is really the first time I ran into such troubles using expedia and it wasn't really it appeared their fault but the airline but they stepped up to the plate big time to help salvage my vacation.
My husband is in the military and we decided to book a vacation since we hadn't had one in a few years. We were very excited to book our tickets. We also purchase the insurance/waiver. My husband had an unexpected problem that he had to attend to at work and now this company says I have to pay them $200 per change fee even though it will be refunded to me the same day PLUS $400 extra for our hotel. They blamed it on the hotel and said they had nothing to do with the increase in price. Yet, I checked the hotel myself and actually the date we were moving it to was CHEAPER than the price we purchased the ticket for. They are crooks and we will NEVER book with them again. It is a total scam.
I booked air/hotel package to Las Vegas which was to include 2 show tickets. My confirmation stated "book show within 72 hours". I took that to mean 72 hours before arrival. I was wrong. In the "fine" print, it stated 72 hours after booking. It also did not give clear instructions on even how to book these tickets. Do I call them? Do I call the hotel? Do I call anyone in Vegas? NOTHING... I called them to tell them the mistake I had made and asked if they would still honor the tickets. Most companies would do this for an honest mistake. After being put on hold for an HOUR, they finally told me no. They cannot and will not honor it. Crappy customer service, if you ask me!
Overall I am extremely dissatisfied with Expedia and their entire "customer service" department.
The initial issue was my flights got changed because American Airlines switched a flight time... that's fine, but to get my flight path fixed was a nightmare! The 1st (of 10) service reps said he had to talk to the airline and would get back to me... well he never did. 2nd call: this guy seemed very helpful and said he could do it all on the phone with me right there, which he did. Except then I got my new itinerary and it was completely missing a flight! Do you expect me to walk from one city to the next?
The next call was over 2 hours as the Expedia rep then the supervisor then the manager and even Expedia Legal all realized that it was completely their stupid fault for messing up my itinerary. And yes they tried to pin it on me the entire time, even though if you even glance at the itinerary it was a blatant error on the part of Expedia! After an extremely long and painful process of them coming to the realization it was completely their fault, they finally corrected the problem by paying for a new separate flight on a second itinerary. Supposedly all was finally fixed.
Then when I go to check in, the airlines look at my horrendous flight path and notes and their system rejects it. 2 hours later on the phone with US Airways (they covered the first route) they cleaned it up so that it would make sense, but then they came to the roadblock that Expedia had to approve and put it in Sync... well that took another hours to get through to a rep then another hour to get to a manager and then another hour on the phone with no response. Finally they said they would call me back... yeah right, just like the last guy! No call back. (MY FLIGHT IS TOMORROW!) So finally I call in again and the last rep call directly over to US Airways and tells me to just go early and it should be good to go and finalize at the airport.
All in all I am somewhere between 8-10 hours completely wasted on something that should have only take 30 minutes at most. I would like to know where to send in the bill/invoice for all the wasted hours I put into this. I bill my clients a bare minimum of $27.5 so I would like my check for $275 if you would ever like to see me using your pitiful service again!