Expedia.com

My Uncle and I booked two flights to Prague from the U.S. and a hotel for 6 days through Expedia. We had some problems at O'Hare airport in Chicago as the kiosk would not let us check-in as our flight could not be found, but one of the agents eventually figured it out and got us on our scheduled and booked flights. We did not have any problems with our connecting flight or our hotel stay, but let me tell you...once we go the airport to fly home all the issues and nightmare stories I have heard from my friends and family about going through Expedia were all dropped on us at once. We went to check-in and the guest-service agent tells us our flights cannot be found as neither of our tickets for the specific flight we booked existed. A "KLM" manager then came over beings that was the airline we were suppose to fly and still didn't know what to do. She then went over to the main desk to find out what we were to do and came back with "Sorry, it is not our problem that your ticket does not exist it's Expedia's beings that's who you booked it through." I actually understood that statement because I did believe it was Expedia's fault beings we booked our entire trip using their services. We then go to the main desk ourselves and are told that my flight was "supposedly" scheduled for the day before at the same time and my Uncle's flight had been all dropped together and that they could not help us and we were to stop asking them what to do and call Expedia. Mind you...we are in Prague and do not have cellphones, however, we did have a computer where we did not receive any information from Expedia saying my flight was moved, nor did we get anything saying my Uncle's flight had been dropped/non-existent. Finally, after a long discussion, the KLM desk let us use their main phone to call Expedia. My uncle called first and the women said that it was not Expedia's problem and that indeed it was KLMs problem as Expedia still had our flights scheduled for the times we had on our print outs. The lady put us on hold so she could call KLM, but when she came back she had nothing for us and insisted that we keep holding. We were on hold for over a hour and a half and then our call was instantly dropped. Please keep in mind that by this time our flight that we were suppose to be on and booked had just taken off. I then got on the phone and called Expedia back and got a man who literally put us on the same run around and said he would call me back on KLMs phone once he got an answer but there was nothing he/nor Expedia could do. We then fought back and forth with KLM and eventually they told we had no choice but to go to last minute flights and buy two completely new tickets and figure it out once we got back to the United States because they needed their phone and we couldn't tie it up...so that's what we did. We each bought a new one way ticket for almost $1,000 each so we could get home and not miss work. Right when we got home we called Expedia and asked to speak to a manager and they initially told us it was not their fault yet again and kept giving us the run around. We then wrote a letter and after hearing that it was not their problem, it was KLMs, and then were told we were lying and actually were on the flight we booked through them when in reality we have documentation to prove we were on the flights we had to book at last minute. All we asked for was our money back for the last minute flights each of us had to re-book for the time, frustration, and inconvenience (financially and otherwise) this caused. We got the run around in a foreign country, got passed off, and passed off again because no one knew how to handle the problem correctly or who dropped the ball. We said we would even take the amount we spent on the flights in air travel, but they only would agree to give us back the price we paid for their tickets originally and told us to get a lawyer if that was not good enough. Some customer service that is. We are two regular people who just love to travel, and up until this point we have never encountered any problems or issues with any airlines or travel sites, such as Expedia, besides the typical bag loss, or flight delay...things we can handle, but to drop a flight, and supposedly re-schedule another flight and never notify your customer, if that's even really what happened, and then accuse them of trying to get something that isn't lawfully theirs...please, re-evaluate the situation. I can barely illustrate and express the situation clearly as that's how unexpected, and poorly handled and explained it actually was. My honest suggestions to everyone...do not use Expedia to book anything!!! Their customer service is extremely poor, lack of knowledge is apparent, and the overall respect for the customer is dis-satisfying to say the least. Wish you all the best in your future travels and may they be as fun, educational, and care-free as they should be. :)

I used to be a travel agent and let me tell you, Expedia is NOT what it once used to be. You book a reservation and often times it can be overbookes or lost. It's apalling that such a thing could happen with such a large company as Expedia but it did. Next, the customer service agents are RUDE. I try not to rate an entire company badly based on one grumpy CSR having a bad hair day, but EVERY time I have called in to them, they've given me the attitude of "You're wasting my time," and "I've got better things to do than talk to you." One woman went so far as to ask me if that was all because she had other calls to take that might be more important! I would rather book direct myself.

jetradar.com is the only place I go to search flights now, after consistently finding them to find the best deals. They don't 'promote' any particular airline, but are totally transparent, plus they include the extra fees and taxes that you know you have to pay but many other 'comparison' sites leave off. This is helpful, as you can make a fair assessment of which is the best price.

As a frequent user of Expedia I want to give it higher than 3 stars but cannot justify the rating. I would use it in a clutch but their are much better services out there one of them being Hipmunk. Hopefully they get their customer service act together soon.

Usability: the website is so godawful cluttered they could really use a full redesign.

I would rate expedia a "0"!!! We booked a hotel through them, ended up not staying at the hotel, and expedia would not reimburse us our money. So I paid $64 for a room that I never even entered. Customer service was bullshit as well. I was on the phone with them for an hour, and they wouldn't reimburse me. Take my advice and don't use expedia or cheaphotels.com

The last 2 times I booked with Expedia they switched my flights blaming the airlines for over booking. I called the airlines and they said thats not correct, and I believe them since one of these times expedia actually switchted me back after I switched all my travel plans OMG! I have cancer I really needed to be at the hospitol on time for my chemo treatment but expedia was cold and non caring. I found out they switch flights and sale tickets to other airlines (group all the tixs into the same airline) to save money even if it's not what the customer needs with timing. 5 hour layovers and arrived after my treatment.

One of the hotels was rated 3 stars but it was a dive and I could not move hotels uness I paid for the new hotel and would lose the cost of the dive (springs were poking me in the bed!!) Expedia stated they do not control the hotel ratings, the hotels rate themselves?! Whats the use of the rating system, hell I own a 5 star hotel lol

I'll never use expedia again, total scam artist!

Terrible customer service. Website was something I used for 10 years. This time, had to make a change. Good luck with their customer service. I will never use this service again. To many out there that you can get better service. I bet money this is common, and will also short their stock.

Expedia travel is terrible both online or the telephone. I don't know which is worse. I have used them several times & need to promise myself never to do that again. Last year I booked a trip to Fla. to watch one of the last shuttle launches. I know that these tend to get delayed so I bought the trip cancellation plan, (75.00 each was 150.00). Well after the 1st delay we decided not to go and cancelled. I was told that the hotel had been free, they would refund the car rental but the airfare was not refundable but I could use it within the year. We just planned out a trip for this Feb. & called Expedia to use our credit & after 3 hours back n forth on the phone I was told that we had already used our credit. Which by the way was 1088.20. So be prepared for disasters if you use expedia.

Terrible and NO COMMENT!!!!!!!!

Old story, you find a reservation online, immediately call their number on the site, process your trip, give them your card, and presto, they come back and say the trip is $100 more.
Scumbags!

Ref:itinerary number 137472455380: DO NOT USED EXPEDIA.COM to book any extra tours or airport travel vouchers. They partner only with the lowest and cheapest travel vendors. I paid $198.00 for a Moster tour in Punta Cana, Dominican Republic, they (Expedia) sent me a travel voucher for a Monster Safari Tour in Purto Plata (2,500) miles away or 6 hours drive time. They were unable to change the tour, because after two days of trying and listening to music, I had to come home. Now I have come home and have been asking for a refund since 7/11/11, only to have 3 or 4 persons hang up on me. The 3 airport vouchers I paid for, to be picked up and transported to the airport $42.00, I am fighting with them to have my money refunded, as the vendor they deal with did not show up at all. When they were called by the Public Relations manager (Claudia) at the Grand Palladium Palace, she was told they were running late 3-5 minutes. 20 minutes later when they called back, they told her to tell me to take a cab, as they came by and could not find me. Expedia sold me a $22.00 auto insurance for auto rental. All the rental companies, told me I would have to get their insurance before I could rent a car. In all Expedia owes me $262.00 for services, sold and not rendered, and for the last 8 days, they have refused to return my money. I feel Expedia is only stealing my money.

PATRICK TAYLOR 7/18/11

Expedia is such a bad company that I am genuinely astounded that it exists! If only I had bothered to check their rating of ONE-POINT-SEVEN STARS before booking a whole damned vacation with them, it might be ALMOST funny. As it is, I have spent dozens of hours of my life over the last two weeks:
1) On hold (every call seems to come with a complimentary 60 minutes of elevator music in between 5 minute hair-pulling sessions).
2) Being repeatedly shuffled to yet more people-who's-fault-it-definitely-isn't-and-can't-do-anything-about-it.
3) Otherwise bloodying my knuckles to be scammed out of only hundreds of dollars rather than thousands.
4) Filing a complaint with the FTC Consumer Protection Agency.

So, what could possibly go wrong with a much-anticipated family vacation to Italy, you ask?

First, I bought one first class plane ticket for myself because I have a bad back and flying all the way to Italy in a normal airplane seat would be the equivalent of spending a week in an iron maiden. Somehow, this got lost in translation but not in the bill, and I wound up paying the full price of the ticket and receiving a coach seat. This took a week of constant phone calls featuring numerous hour-long holds often followed by *CLICK!* Finally, I threatened them with a law-suite, was transferred to some shady executive, and my issue was resolved, but not before kissing a good 16 hours of my life goodbye.

After that, I got wise and double checked my reservations online, only to find out that a hotel they had billed as a "four star sea-side villa" was actually a trashy dump that, according to satisfied customers, had a habit of sending people home with courtesy scabies and lice thanks to conveniently unwashed bedsheets. I successfully canceled that registration with Expedia, only to wind up with a $600 credit card bill a day later. I read through the terms and conditions carefully, and the hotel said they would hold the card number but not bill anything until check-in. It seems they left out "check-in OR CANCELLATION." After another 10 hours of calls to Expedia, the hotel, and finally my credit card company to report billing fraud, the charge is still unresolved.

Next, I find out that the hotel company behind the second "sea-side villa" took the liberty of instead making reservations in a more scenic factory town 30 minutes inland. At this point, I just want out. I call Expedia to have them cancel all my lodging reservations and just leave me the damned plane tickets. That was the result of an uncharacteristically brief hour-long phone call today. I'm just hoping against hope this doesn't result in a few thousands of dollars of "cancellation fees" showing up on my credit card bill tomorrow.

Booking my trip online was simple and quick. We got a great package deal for flight & hotel in Las Vegas.

Expedia was able to rebook us on a flight home after United Airlines left us stranded in the Denver airport for over 24 hours and their ``customer service`` agents refused to do anything but push us from one standby list to the next. Thank you, Expedia for getting us home from that nightmare!

I recently booked a trip to Honolulu from Los Angeles. I have used Expedia many times in the past to book trips and was generally satisfied with the service and results. However, this recent experience changed all that for the worst. Due to circumstances beyond my control I arrived at LAX 50 minutes before my scheduled flight and rushed to the United counter to check-in but unfortunately they told me that they could no longer give me a boarding pass since we were past their 45 minute policy (we were maybe a minute or two past this deadline, they also were very rude but that's another story for another post). They told me to call Expedia since they booked the flight so I waited on hold for 30 minutes and spoke to a customer rep from Expedia who told me that she couldn't do anything to help me and that I had to forfeit the cost of my flight and purchase a new one. Needless to say this was unacceptable to me and I spoke to a supervisor who was very rude and told me basically I was out of luck, even after explaining to her my situation and that I was a loyal Expedia customer. She was apathetic about my situation and told me to try my luck talking to the airlines even though I booked the trip through Expedia. So now not only did I waste an hour of my time on the phone with a rude and unhelpful rep but now I had to rush to find another airline and pay an extra $1500 out of my pocket to book a flight to Honolulu later in the day which was also almost the same cost of my entire trip booking with Expedia!! It was a horrible way to start my vacation with my fiance and left a very bitter taste in my mouth of how Expedia treats their customers. I understand it was my responsibility to get to the airport earlier, but the way their customer reps treated me was very unprofessional and left me feeling like they really didn't care. I wrote them an email explaining my experience and when I received a reply they told me they would "work hard to regain my trust and business" by offering me a $50 discount for a future booking. That felt very insulting, basically they wanted me to forget my past experience and be OK to book another trip now that they're offering me a lousy $50 discount are you kidding me??. This just provides further evidence that Expedia is no longer a trustworthy company that you can rely on to provide proper support if any problems arise from a trip booking and frankly I believe they no longer genuinely care about the concerns and needs of their customers if they ever did to begin with. I strongly suggest using a competitor like Travelocity which I've never had a problem with or booking through the airline directly. You might have to spend a few more dollars but the piece of mind of knowing you won't get screwed by inadequate and incompetent customer support is worth it.

Disappointed and former customer,
Mike

DO NOT USE EXPEDIA!!! There price match is BS they will tell you at first that you will get the price match best price with in 24 hour but you must book it first. Then when you push them for the price match they come up with some crazy non-sense. I found my vacation $300 dollars cheaper on Priceline.com when I called before I booked to make sure that they would price match the first person I talked looked at up (for 30mins) and told me yes that if I booked it she would transfer me to customer service and they would refund the difference plus $50 vacation credit ( wow great so I thought ) and I booked it and she transfered me. This is the part where the wheels feel if the wagon. The next person that I talked to was very hard to understand and after another 15-20 mins of looking up the same thing the first lady looked up she tells me now after it is all booked that I can not get the price match. After going round and round with the person that I could hardly understand I asked for a supervisor. She put me on hold for 10 mins. Then she asks if the supervisor can call me back I said no that I would hold she pushed for the call back and still I said no and then click she hung up. I will say that about 3-5 mins later the supervisor did call me back. By now I am very angry! So this guy tells me that it does not qualify for there price match because it is not the same room. WHAT I got the standard / economy room he tells me that Priceline offers a less than standard room I tell him that I have talked to the Hotel it self before I ever booked and that there standard room is the lowest room they have. He tell me that they could put me in a less than stardard room ( I'm think like what the broom closet ) this is total BS they are just screwing you out of what they advertise. Hey Expedia here's an idea hire have call centers here in America and hire Americans and maybe stand behind what you advertise.

I'm giving 1 star because I have to. They deserve NEGATIVE stars!! This has been the worst customer service experience of my entire life. I'm telling everyone I know including online reviews and the BBB. We purchased their Package Protection Plan which boasts a "cancel for any reason" gaurantee for a full refund. Well, that is just a flat our LIE. These people are THIEVES. We tried to cancel for a medical reason. Called multiple times, going in circles with one "Agent" after another. We get nowhere and are on hold for hours or get disconnected. They "Can't" send us documentation that they cancelled our flights. They claim it takes a few days for the email to go through. Really???? It's 2011. Emails take mere nanoseconds to go through. It is our belief that they give you the runaround and flat out lie until it's too late to cancel anything with the airline direct so you are just screwed out of your money. How do these people look at themselves in the mirror??? NEVER EVER AGAIN will I use Expedia. They should be put out of business.

I've never had a problem with expedia. I am talking about flights within the USA. Also their customer servise is friendly and helpful. Maybe there's some trouble when it comes to international flights and hotels - I've never gone that far yet :) It's good idea to search expedia alike about a month ahead because they always change their rates and you may end up with reasonable price because they always have discounts and packages.

I'm not an expedia agent:) Before i booked my tickets to Kazakhstan from NYC i thoroughly read all the reviews and i was ready to deal with the most awful company. The thing is i had to cancel my flight twice. First time they returned money within 48 hours, the 2nd time they promised to return money within 2-3 weeks, i had no hope to receive it but got it back in 2 weeks. You may believe it or not, but I'm happy. Employees were polite. The flight was cheap but it was what i was looking for after all and i suffered no illusion about comfort... Had bad experience with singapore airlines and connection flight in borispol airport though but there ain't expedia fault.

ZERO!!! No stars. They misrepresent what they claim. I booked a hotel through expedia because they provided me with a $50 coupon....DONT FALL FOR IT. I also did a price match because they are suppose to give you another $50 dollar coupon, but they misrepresent what they promise. I booked my hotel the day before I was suppose to check in...nothing unusual. I am a bargain hunter and found a great price match with a 5 star hotel that included breakfast, free internet and free convenient self parking. I arrive the next day to the hotel I was price matched and confirmed over the phone...guess what I was not booked. Luckily i did not pay and figure I would clean up the mess later with a refund...been there done that with expedia. Instead I had to call and verify all was okay...luckily I did because they booked me in one of there own same priced hotel. This was not the agreement. Furthermore, the hotel they booked me in did not have all the extras (free breakfast, free self parking, free internet). So in the long run I was booked in a "price match" hotel that was not the hotel I was suppose to be in...they did not honor our verbal agreement....No free breakfast, no free internet, it was further from the desired location (next to a noisy airport and business area)...I feel sorry for any vendor that does business with them because i did not only loose out but the hotel that had the deal is loosing on clients being intercepted by expedia and booking at their own free will. This is not better business practices. Very unethical and major false advertisement. To add to this i called them the same day and request a refund, however the agent that had me on the phone for more then an hour and was clicking away on their computer, as per what they reported, promised instead of a refund that I would receive major coupons for my next stay and that a follow up email would confirm this. Guess what...the promised coupons have disappeared and are not there and the refund is long gone. The representatives use their foreign language as an excuse to delay remediation as they never understand complaints but they understand you owe and collection of money and data to complete that task. I've had two interactions with expedia, all of which have had major issues. NEVER AGAIN EXPEDIA!!! Its no wonder the airlines have had problems with your site. I will be booking directly and really saving money. EXPEDIA IS NOT A SAVINGS OR A GUARANTEE OF YOUR REQUEST. BUYER BEWARE!!!!

Just awful! They booked my February trip for MARCH.. and then said it wasn't their fault because I didn't catch their mistake within 24 hours. My family vacation -which we planned so carefully so my son wouldn't miss school- was ruined because we couldn't afford the over $1,000 change fee incurred by their mistake. Then the customer service agent was rude and kept saying she couldn't understand what I was trying to say.. even though she's the one who spoke terrible English. I explained it as simply and calmly as possible.. and she didn't Understand. I asked to speak to someone else, and she said, "For why?" I will never use Expedia again. Ever.

On January 31, 2011 I booked on business class, got economy class. I was about to pay then there was a message: Price Change: The total price for your trip has changed from $1,636.00 to $736.00. Why did this happen? Your card has not been charged and your booking was not completed. To complete this booking, please re-enter your Card. I rechecked if the flights were still the same, with the same class, they were! So I thought I struck a luck and proceeded. I got email minutes later saying that I was booked on economy class!

I called the 1-800 number, got to talk to Manila-based "New Reservation" Call Center, talked to Blair on reservation who said she was not authorized to make any changes and then transfer me on hold for 20 min to try to reach a CSR. Got disconnected and then talked to Randall, another "new reservation" guy who tried to find me another flight on business but failed. He tried to connect me to CSR for canceling the trip, and I was on hold for 30 minutes, only to get hung up again. Six hours later I was still on hold still no CSR (I am pretty persistent, I would not pay $200 per person for cancellation which was not my fault)

I am quite disappointed. I was calling from Manila, Philippines, to the US, and waited for this long for nothing. I did not want to just click 'cancel this itinerary' on Expedia.com website because of the penalty it incurs. So I emailed Expedia and got a reply 18 hours later at 7.59 PM Feb 1, 2011 saying that I could cancel but cutting date is Feb 1 at 9 PM (!) and that I should call CSR with a reference number they provided me. I opened the email at 9.30 PM but still attempted to resolve this, so I called and was put on hold for 25 minutes with no pick-ups, so I gave up.

I have been purchasing airline tickets and hotel rooms from Expedia in the past with no problems. My family and I are quite frequent travelers and we know how these things work. Have their CSR service declined tremendously? This incident made me think twice of purchasing anything from them in the future. Horrible!

Expedia is UNRELIABLE. We spent hours on the phone with expedia trying to change our trip to Hawaii. After three hours and $1400 later we finally thought we were set. We flew out of Seattle with our 4 year old and 2 year old. Expedia had our seats all spread out on the plane. I guess they thought our two toddlers could take of themselves for a six hour flight. When we arrived in Honolulu completed exhausted from the flight we had NOWHERE to stay. Expedia "forgot" to send our hotel reservations to the hotel so we did not have a room. We paid expedia a large amount of money, $4,000 to be exact, to make simple travel arrangements. I mean, that's their business, right? Anyways, after three more painful hours on the phone with their very unhelpful customer service we finally decided to take care of the hotel reservation ourselves. I guess that was just too difficult of a task for expedia to handle. After putting us through all this agony they "awarded" us with a $200 voucher to use towards our next expedia package purchase. First of all, that was quite insulting. I felt they owed us more than that. Not to mention I will NEVER EVER book my trips though expedia again.

$575 I was charged more than quoted and this was on $10,000. worth of tickets....I kept asking Teresa....the price of the ticket and she kept assuring me....she lied and I am out $575 which adds $82 more to each of the 7 tickets I bought to go to France. Hours spent on talking to folks that all give different info and cannot help undo the mistake. One gal told me Expedia cannot refund the money because it is the airlines that charge the price. Another gal told me the price changes while you are making the arrangements....REALLY...$125 more for the last three tickets than the first 4 I made.Don't make the mistake I did....NO MORE EXPEDIA

Come on! Do I even have to give it one star? Expedia shouldn't even get 1 star. As I look over eveyone's reviews, it is clear that Expedia really sucks! How in the world have they managed to keep their business going? By not refunding people their cash. So it would seem. I tried Expedia for the 1st time this last week. I booked a hotel room for one night and called back a few days later to cancel. They told me my money could not be refunded. Blank that! I made a stink and then finally they told me that I had to call the hotel itself, get an approval from them that it was "ok" for Expedia to refund me MY money. Why would Expedia need ME to call the hotel to get permission??? And, what are we, in kindergarten??? So, I got the "permission" and called Expedia back with the girl's name at the hotel. So then, Expedia had to put me on hold for close to 5 minutes while they called the hotel themselves and confirmed that they had their permission to reimburse me! What the?? Why couldn't Expedia just have done that in the 1st place? I really think they are shady!!Maybe they hope some people that are a nieve will just give up on the 1st call and not make a stink about it. Not this chick! I will never use them again!! I will book straight from the source from now on! Thanks for your time in reading this. It makes me feel better to rant!

EXTREMELY DECEPTIVE PRACTICES. I have always clicked around on Expedia to look at package prices but in the end usually book through a real live local travel agency and continue to do so!! Just ONCE I actually called Expedia to ask a question about an itinerary I had looked up and "saved" on my account for reference. The person on the phone answered my question (vaguely and unconvincingly) then did the hard sell to get me to book it. I declined, said I might call back and ended the conversation. About 3 minutes later an email popped up saying "Your car rental reservation has been made at National". WHAT???? I never even mentioned a car rental - was talking flights and hotels only, but sure enough it was a real reservation on the dates I was considering to travel, in the place I was considering going. Luckily I was able to cancel the reservation but when I called Expedia to question how this happened I got a COMPLETE run around for 35 minutes!! I was furious. Still no legitimate response as to who made that reservation, why it was made or what would have happened if I didn't catch it and cancel it. UNBELIEVABLE. Dishonest, tricky, awful. Don't book anything with these people. They won't even allow me to close my account! I'm STILL working on that.

Went to book two flights. By the time i finished filling out the application and hit accept charges it bumped up the price $60.. Scam? To make sure it wasn't a scam I called up customer service only to talk to a women with a bunch of um's and o's..20 minutes later "um it looks like theres nothing we could do." Clearly they didn't care for our business. well, take care expedia, dont see your business lasting long.

Bottom Line Up Front: Tricked me into spending an extra $300 by never delivering promised refund for a cancelled flight in my itinerary. Slow and unresponsive customer service that required hours of arguing, badgering, and waiting on hold before making any progress.

I used Expedia to book an itinerary from Atlanta-Casablanca-Beirut-Atlanta. I booked the Casablanca-Beirut leg so I would arrive in Beirut on the evening of the 31st, in time to celebrate New Year's Eve with friends there.

Air France cancelled the Casablanca-Beirut flight and the Expedia representative I spoke to told me, in nearly unintelligible English, that Expedia could replace it with any other Air France flight. Unfortunately, the only remaining available Air France flights would either force me to miss New Year's Eve or to leave Morocco so early that it would seriously disrupt my travel plans there. Other airlines had flights that fit my schedule, but the man on the phone insisted that I could only get an Air France flight.

I demanded to be given a new ticket that fit my schedule, since my itinerary was Expedia's responsibility. I got to the first representative's supervisor after over an hour of arguing and waiting on hold. She told me the same thing - Expedia would not give me a new flight that fit my schedule because it would not be on the same airline - and after another hour of arguing and holding I finally got to HER supervisor in Expedia's corporate office.

After a SECOND day of lengthy negotiations I finally got Expedia to agree to pay for a replacement flight on a different airline - except they said they couldn't buy me the ticket, but rather give me a refund 48 hours after I bought it. Several days later, and still no refund.

They were unhelpful, refused to take responsibility for cancellation of a flight booked through them, and ate up about half a day of my life without producing any satisfactory solutions.

DO NOT use Expedia - but if you do have to deal with their customer service, never take no for an answer and continually demand to speak to the supervisor until you are 3 or 4 levels up.

I called this morning to check my policy to see if I could cancel my hotel without cancelling my airfare. They confirmed that I could indeed cancel my hotel and get a $220 refund without disrupting my flight arrangements.
So I booked an apartment in another area through another agency, received the confirmation, and then called Expedia to cancel the hotel. It was at that point that a new Expedia agent told me that I couldn't cancel the hotel without cancelling the airfare, and the airfare was non-refundable! The subsequent chain of customer service reps were completely unhelpful, and the supervisor at the Corporate office was condescending and discourteous. If the package is nonrefundable, then make sure your customer service representatives communicate that information to consumers. If your agents misinform the buyer, don’t be surprised when they are a bit frustrated that they are now forced to pay for another person’s oversight.

expedia is terrible published a hotel and said it was by the airport it was no where near. Terrible company terrible management and i just found out they overbilled me.. terrible terrible experience do not use this company will be reporting them to the attorney general and BBB. not willing to provide any customer satisfaction

Switched my flight on me and tried to charge me $150 to switch it back! I will never use them again!

I have to agree a negative number of stars is in order. 20 emails and 3 phone calls (with 30+ minutes on hold per call) and they still haven't sent me a current copy of my itinerary. That's all I need! They changed it, they called and told me they changed it (in english so bad I could understand about 20% of it, they reading from a long script... and then they read my ENTIRE itinerary to me, not just the part that changed. Then they failed to answer ANY questions and were unable to transfer me to a supervisor). So they will call and tell you your trip has changed... but they won't actually email you proof of that. Nor does their website actually show my updated itinerary. The only responses I have gotten to my 20 emails? An ocean of form letters, and 3 copies of my original wrong itinerary. Thanks!! Seriously do yourself a huge favor and learn from our mistakes and run to some other travel website. The service here is WORSE than the IRS or Verizon!!!

THIS IS THE WORST TRAVEL AGENCY EVER!!! THEY DESERVE A NEGATIVE, NOT ONE STAR, NOT A ZERO. All they do is LIE so they can make the sale!!! TOTAL FRAUD!!! I've been traveling for more than 15 years and I have never had a case like this. I purchased an international airline ticket for a round trip. I called before paying and I specifically asked if this exact ticket is exchangeable. I was assured that it is and I bought it. What a surprise later when I had to postpone my trip and I needed to move my flight for a later date - the ticket ended up being very restricted, not refundable and not exchangeable. The funnies thing is that when I called last night they assured me again that there is no problem, the ticket can be exchanged and there is no fee to that. Because it's international flight and I have already used part of my ticket I needed to call the airline company which I was traveling with to make the change. So they gave me the news and when I called Expedia back to ask why I was lied and lied again and how they intend to fix that their supervisor tried to show me how stupid I am, that I don't understand the rules and I have no other choice, but to spend another $700 for a new ticket on top of the $900 I already spent and of course they are giving me the best price /:))))/ they can if I buy the ticket from them again. Are you kidding me!!!!???!!! NEVER EVER purchase or book anything from Expedia, because what you think you're buying it's not what they say it is!!! It's just going to cost you a lot of TROUBLES and DOUBLE THE MONEY in the end!!!!

I used Expedia to book a short excursion to Palm Desert for my wife and I. At the time, they were offering a special of a creit towards my next hotel stay as well as double THank You points. But when I booked the reservation on line I noticed that these perks did not show up credited to my account. So I called Expoedia immediately to rectify the situation. After being passes around from Expedia to Citi Bank (this is who runs the Thank You Points for Expedia) and then back to Expedia, I was told that it would take 4-6 weeks for the perks to show up. Needless to say, this did not happen. And when i cdontacted them they refused to do anything about it. For now on I will book my destinations directly with the hotel and / or airline whenever possible. And if I need to use a travel site to make reservations I will use another site other than Expedia as they are all very similarly priced.

We are the customers and deserve to be respected and treated with courtesy. Expedia is the WORSE travel site I ever tried. Never travel overseas booking with Expedia. They don't know what flys are operated by whom or which gate you need to go. They sell you the ticket with one information and then when you call they can't find the information neither provide information of what to do. A complete nightmare. Not to mention the SO POOOOOOOOOOOOORRRRRRRRRRRRR Customer services the CSR provides. They laugh at you, put you on hold until you need to hang up because no body assist you. EXPEDIA IS NOT WORTH IT THE MONEY. SO POOR SERVICE THAT IT DOESN'T DESERVE NEITHER A ONE STAR.

if u book ur flight on expedia , and if u cant travel for some reason u ll loose all ur money , isnt that amazing, they dont ve their refund policy visible when ubook ur flight , best way too book a flight is travel agent.

0 stars if I could - No contact by phone or email pre-flight for check-in - which might have alerted me to the wrong flight date - missed my flight - no contact by phone or email to alert me to that fact - I learned on my failed attempt to check-in that my booking was canceled - horrific customer service - was eventually transferred to airline (AA) - who were "helping" me by not "canceling" my reservation but re-booking me at full current day-of retail price PLUS change-of-flight fees ON TOP of my original ticket price - my $400 flight is now a $1300 flight - the real kicker... found out after the re-booking that the same flight is currently available online for $450!

I would have been better off canceling altogether and buying a new ticket online! SCAM RIP-OFF Never Ever Ever Ever booking anything with Expedia or American Airlines again EVER!

Filed a complaint with my credit card company. I'll be filing a complaint with the BBB as well.

If there was a no star rating I would have picked that....booked a hotel for 1 night, checked in and was given a reciept for $38.00 less than what I was charged by expeidia, so if I had just called the hotel I could have saved close to $50.00 including tax. Expedia would not give me a refund. I will always call the hotel before I book on any web site!!! Lowest prices??? What a joke

Unfortunately I booked a 4-star hotel in Kelavik Iceland on 03Sep10. Upon arrival at midnight, I was told by the hotel that they were full and I was sent to a 0-star hotel with a bed (and no other furniture) on the 4th floor without an elevator. Expedia said that I was transferred to another 4-star hotel and could not get a refund.

Stay away from Expedia

Against my better judgment, I elected to use Expedia.com because the website was more user
friendly than Air Canada. However, in recent months, I have begun to realize that there is basically no price savings with many of the on line discount agents. The exception is Priceline (where you can take a chance on submitting your own price). I have gotten several great deals on renting-a-car
by submitting my own price.

Also, Bookit.com is great for booking all inclusive trips & has really helpful agents (who speak English & are based in Florida) who are very knowledgeable about the services & trips offered. At least this was my experience when booking to Cancun this year.

Once you book on line with Expedia.com, just hope you do not need to call them. The call center obviously is located in another country, so you endure the painful accents &, more than likely, be given erroneous info--as was I. I finally resorted to calling the airline directly; Expedia call center
seemed vague as to query. Had I not called the airline directly, the flight would have been missed due to wrong info supplied by Expedia.

Dear Expedia,

On July 2, 2010, I began the first of four legs of a round-trip flight from Dnepropetrovsk, Ukraine to Des Moines, Iowa. My first flight arrived 40 minutes late at Kiev Borispol. I had a narrow window of time to get on the international flight to Amsterdam, the next leg in my journey. Astoundingly, my slug through security and passport control caused me to miss my flight.

There was no one available at any counter to help me reschedule my flight. As soon as I could reach an internet telephone, I called Expedia. Bottom Line: I was told this ticket was now invalid. I was told that it was worthless. I was told there was no way to reschedule, even by paying a penalty. To add insult to injury, I was additionally told that my RETURN TICKET would now be invalidated. This was explained to me in the coldest possible way by the Expedia representative.

I did not have the funds to buy a new ticket. I was in an awful mess - stuck with all my baggage in a strange city with no way to even get back to my original point of departure. I lived at the airport while i tried to find a way out of this, and was subsequently robbed and assaulted.

I have missed international flights before. I rescheduled with no problems. I would have gladly paid a penalty to reschedule this flight, even though there was no fault of my own.

I will never use your service again, and will discourage others to the best of my ablility with the details of my horror story.

I used Expedia for the first time this summer to book an all-inclusive package to ensure we got home if the ash cloud flared up. Never again. I found all my own hotels, flights, car rental, etc, finding their web site more expensive that booking directly myself, but thought the difference might be worth it for the ATOL protection. I checked the car rental company's terms and conditions confirming that there was NO additional payment for my spouse to drive =20 the car. However, the person booking said he had never heard that. I asked him to check with the rental company, and he said he would.When the car confirmation came through, it said that "additional charges would be payable on-site". As this was not true, I rang their customer service (who after many tries were helpful and understandable) and a girl said she would check with the rental company in America. They agreed there was no charge payable for extra =20 drivers or anything else. I asked that she send me a new confirmation document without the "additional charges" wording, and see that the A350 charge was removed from my bill. She sent the new confirmation, and I assumed she had also removed the erroneous A350 from my bill. However, the day my credit card bill came through (29 days later) I found that A350 overcharge for the extra driver had not been removed, and the hotel charges were also higher than the web site.Again I rang customer services (many times) who said that to make the refund they had to listen to the recording of my booking, to which I =20 heartily agreed, (though it was not actually necessary as it was clearly their mistake and could be seen in the car company's terms and conditions.) However, they said it was now day 29, and they only kept the recordings for 28 days. When I protested that this was their factual error and not a misunderstanding, she insisted (supported by a "manager") that they needed 5 pieces of information to make a refund, and the recording was essential as one of them. She said the most they could offer was a A325 ex gratia payment. I have never received this or any other payment. I have, however, had several leading-question type customer satisfaction surveys to complete! I shall never book with them again. It took me daily phone calls to them from the date of booking, plus additional do-it-yourself time to put the holiday together from their website, which was not the best value. It was the most expensive holiday we have ever had to this area. Never again!

Booked two nights for a family vacation and needed to make a change. Called the hotel which told me since I booked through Expedia I needed to contact them. Went online just under a week from the date and the cancellation link would not allow me to modify. Only cancel the whole reservation which since I was 1 day inside the supposed limit I would forfeit 1/2 my total cost! So I called the 800 number and explained the situation and they said it was UP TO THE HOTEL MANAGER to allow a variance in my "cancellation" which was not a "cancellation but a change of dates... then as I waited the person who claimed to go by the name "Lily Bell" but was obviously in India, pretended to call the hotel manager, and told me they would not alter the 1 week penalty policy. I called the hotel back and the manager told me he never spoke to expedia and he had no recourse since expedia arbitrarily sets the cancellation policy to charge people as much as they can.

So now I have cancelled the whole trip and have to start with a credit card dispute to fight these lying people.

Horrible experience on tickets cancellation and refund. Do not buy air tickets of foreign airlines on Expedia!

Here is the story
1. I’ve bought tickets on www.expedia.com for the flight from Moscow to Novosibirsk scheduled for 06/19/ 2010 ( within Russia). The only reason I’ve bought tickets on expedia is that I did not want to deal with airline directly.
2. Expedia’s failure N1 – tickets cancellation. On May 26 my plans changed and I called to Expedia to cancel my tickets. On May 26th I was assured that my flight was cancelled and I will get refund within 1-2 weeks. After 2 weeks I still did not get refund and called Expedia on June 10th again to find out what is going on. They assured me about cancellation and advised to call airline. Even though the whole point of doing business with Expedia was to avoid dealing with airline directly , I made this international call to Russia’s local S7 airline to find out that my flight was not cancelled at all. Only after my 3rd call to Expedia on June 10th they actually cancelled my flight and told me that refund will be issued within 1-2 weeks.
3. Expedia’s failure N2 – refund. After a month of waiting for refund I called to Expedia on July 5th to find out where is my money? Expedia’s customer representatives assured me that refund already have been made on June 10th and blamed my Credit Card institution for Delay. Only with help of my Credit card institution I received refund ( which never was issued) back.
4. Expedia’s failure N3 – airline charged money for the cancelled and refunded flight again on 07/15/2010 !!! After my call and email Expedia’s representative assured me that ‘in their system’ status of my flight is ‘fully refunded’ and there is nothing they can help me with. They do not even bother to call airline directly and find out why airline charged me twice for the same tickets.
5. It’s appears to be that Expedia’s system does not reflect actions taken/not taken in reality ( cancellation, refund, other charges) . Only third party institutions (like credit card issuer) can resolve problems created by expedia , but not Expedia itself. I spent more time dealing with expedia’s failures then I would do with airline directly. I would not recommend to buy air tickets of foreign airlines through Expedia, because of the obvious disconnect between Expedia and vendors.

I have been an Expedia customer for many years, but this was such a horrible experience with Expedia customer support.

At the end of March 2010, I tried to book a reservation in Klamath Falls, OR for 1 night at the end of April. However, while trying to confirm the reservation, the website returned with a message that the reservation was unsuccessful and to try again later. I tried again 15 minutes later but had the same result. I gave up and booked the room through Orbitz.com.

A few days later, I saw that the hotel had charged my credit card for 3 rooms for the same night – the 2 from Expedia that should NOT have gone through, and the actual valid room from Orbitz. The 2 rooms from Expedia didn’t even show up under "My Itineraries" in my Expedia account, most likely due to Expedia’s glitch that said the rooms could not be confirmed. I called Expedia and they referred me to the hotel since it was the hotel that charged me. I called and the hotel said it was because Expedia had sent over 2 room requests. This was a hotel where the hotel charges the credit card, not Expedia. The hotel even had confirmation numbers from Expedia. To cancel the rooms that Expedia booked incorrectly, Expedia needed to fax a cancellation request. This started MANY calls to Expedia customer service, and I had to explain this situation over and over to a new person every time. The Expedia representatives did not ever understand because they would only look at my active itineraries, and as I stated earlier, these 2 rooms did NOT show up under my itineraries screen, and had NO itinerary numbers assigned to them. For some reason Expedia just could not understand this! They seemed to barely understand English other than the scripts from which they would read. They would always assume I would be talking about my OTHER reservations that had NOTHING to do with this one.

I called Expedia again immediately after talking to the hotel. They said they would fax it that afternoon. After 1 week and I still had no refund on my credit card, I called Expedia again to check the status. I had to explain the whole situation to a new person. That person claimed she needed to contact the help desk and put me on hold. After 10 minutes on hold the person hung up on me. I called back and explained once again to another rep who could not understand. Finally after a long time, that person said that he would fax the cancellation within an hour and call me back to confirm. However, he never faxed it nor did he call back.

A few days later I once again contacted Expedia and explained again. After much frustration the representative claimed to understand. She called the hotel and told them they needed to fax a request to cancel the holds first. She would then fax the cancellation request to the hotel. The next day I called the hotel to see if they had received the fax from Expedia. They had faxed the necessary request to Expedia, but Expedia never faxed back. I called Expedia, and once again had to explain to a person who just couldn’t understand. The representative claimed it had been refunded by Expedia already, but that was not possible because Expedia didn’t even make the charge; the hotel did. Then the rep said that it was not even a valid reservation just because it didn’t appear under my itineraries. I’ve heard that so many times from Expedia already! After explaining more, she said she would get a supervisor and put me on hold. Then she hung up on me. I called back and asked for a supervisor immediately. I was put on hold for over 30 minutes! Finally, a supervisor came to the phone, and I explained everything once more. He said he would fax right away. After getting off the phone, he called me right back and said he was unable to contact the hotel, and put me on hold for an entire 35 minutes while he attempted to contact the hotel. During this time, I called the hotel and got through the first try. After waiting the entire time on hold, he finally came back and told me everything was complete.

Overall, I cannot believe the trouble I had to go through, and it wasn’t even my fault that Expedia booked the rooms in the first place when the site told me that it was not booked. The hours I spent on the phone explaining to customer service was even more costly to me than the reservations. It just doesn’t make sense how Expedia cannot correct the situation. This was the worst customer service experience I had. I should stick to Orbitz from now on!

We booked a room thru Expedia for 4th July at Clear Lake. In the words of Sinfeld " You don't have a problem booking the reservation. You have a problem HOLDING THE RESERVATION"
We got to the hotel to find that there was NO room for us. We called their help line, & got the run around. After about 25 minutes on hold several times, we were transferred to a person who said they were NOT customer care, and he could NOT help us. I asked him for his name and he would NOT give any operator ID or last name so I could refer to him in my follow up. All other hotels were booked, so we drove 1 hour toward home and booked a Best Western. When I explained what happened to the Best Western manager, she said that Expedia does this all the time, and although you might spend 5$ more to call directly , it is worth it when you KNOW YOU WILL HAVE A ROOM.
I now HATE EXPEDIA due to their MISERABLE CUSTOMER SERVICE (along with the fact that they ruined my 4th July). I will go out of my way to now share my experience with all that the new tag should be EXPEDIA NOT COM instead of expedia.com
or maybe ExSpitOnYa.com
I can't share how unhappy I am at myself for thinking that a 2bit online company has me covered when I travel. THEY DON'T CARE ABOUT YOU!! Yes, you may save a few $$ when booking, but WHEN YOUR ROOM is NOT there and you are far from home, you will surely regret using Expedia.com

The best lessons in life are the painful ones! DON'T rely on EXPEDIA.COM IF you want to have a good travel experience!!!

EXPEDIA.COM == fast, cheep, and MISERY

Doug Wilson
[:-(

This was my first time booking a trip with Expedia.com. They charged my credit card 3 times, the staff was unreliable & had no idea what they were talking about. ALSO, we booked a Virgin America flight & hotel to NYC. First of all, Expedia probably has great deals because they only buy the very last row of seats on the airplane. The trip TO and FROM NYC, we had the very last row each time, next to the laboratory. The smell was awful. Secondly, Virgin Airlines RAN OUT OF DINNER/FOOD an hour into the flight. We couldn't buy anything to eat on the plane!!! Thirdly, the hotel we booked was a piece of crap. The paint in the bathrooms were peeling off, everything was dirty.

I will never book through Expedia.com ever again...unless you want to sit directly next to the bathrooms because those are the only seats contracted by Expedia!!!!!

While booking my travel, I was asked if I wanted car insurance for my rental car. I assumed this would be handled through the rental
company. I then agreed to the better insurance with the rental
company and called expedia to cancel. I was told that the term and conditions said I couldn't cancel. Yet on the voucher it said no such thing in the terms and conditions. They lied. I was told that to cancel I would need to fax a copy of my bill to expedia. Why? I then tried to cancel one night at the hole in a wall motel their website promised as at least 3 stars. I called a day beore and was told they couldn't cancel because the hotel company didn't allow it. I called the hotel and was told expedia set the rules and that there was
nothing to cancel and that I'd have to do that through expedia. Lie #2 from expedia. Now I'm out $150

I booked a room on Expedia.com and was charged $62 on my credit card before my trip. When I checked in the hotel, clerk gave me a receipt for $49. I then called Expedia and requested a refund since they always guarantee lower price for booking thru them and I don't see why I should pay them $13 fee for a $45 hotel room.


Customer representative not only refused to refund citing that Expedia doesn't have a refund policy, but also told me to feel free to file a complaint. But when I asked him if Expedia is a BBB member, he said no. Gladly I found out that Expedia is a BBB member and I will file a complaint there as well. All in all, will never book anything from them again. I checked the hotel I stayed in and in fact, it costs a lot less to book directly with the hotel.

Expedia.com is simply horrible! Not only does the website contain blatant misrepresentations, its customer service is totally incompetent. I just spent an hour with a represenative that didn't even understand English. The website had stated that the it was providing an "Expedia Extra" of "No additional hotel-imposed fees at check-in or check-out" if I booked a certain hotel for a certain range of days. However, when I tried to book it, it gave me a total based on the room rates and stated that there will be additional hotel fees of $20/day added on. So, I called customer service about it, and all they told me was that the hotel fees were mandatory. So, I asked what's with this "Expedia Extra?" The customer service rep could not provide an answer. He simply repeated that the hotel fees are mandatory even though Expedia.com plainly states "Expedia Extra! - This hotel has no additional fees imposed at check-in or check-out." At one point the customer service rep tried to pretend he didn't see that written on the website. When I called him out on in (I had the website open as I was talking to him), he backtracked and again repeated, "the hotel fees are mandatory." So finally, I asked to be transferred to someone more knowledgeable about what this "Expedia Extra" is supposed to mean, he hung up on me!! Even if Expedia.com had the lowest price on the website, I'll never use it again. The people behind it seem to have no integrity and do not appear to treat their customers with even a hint of honesty or decency. Never again!!

Using Expedia cost me time and money. The hotel I booked through them, chosen at the recommendation of their representative, was under construction; the rooms damp, dark and moldy. It was not suitable or safe. The neighborhood was worse.

I spoke to the hotel manager: he understood (since I was traveling alone with my three children) and released me from my reservations. Before I left the hotel, I got Expedia on the phone and let them speak to the manager as well. All was clear, my refund would be issued quickly, and I was free from these reservations that totaled over $400.00 for two rooms for two nights.

Needless to say, I never got my refund.

I spent the next year trying.

Expedia is impossible to deal with and is criminal in their business practices.

AMS