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.
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