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Malcolm of Chicago IL (07/03/08)
I purchased a fully refundable flight and then proceeded to cancel the flight. I was told that the refund would take 30 days. Now I'm being told that it could take 2 months.
The flight cost $2500, why do I need to wait 2 months to get my money back?
Chanelle of London OTHER (06/24/08)
I was late to check in for my flight by 10 minutes. I was told I was unable to board the plane due to being late. I called Expedia who were very dismissive and unhelpful. I was later told by my insurance that I was entitled to financila assistance to purchase a new ticket as my return ticket was still valid. I was not told this information both in the airport or by the Expedia staff member I spoke to.
I was quite emotional and very upset that I was not advised earlier before cancelling my ticket.
Nazeena of Hercules CA (06/20/08)
I purchased a roundtrip flight from Oakland to Fort Lauderdale. Delta cancelled the flight and changed the itinerary. I don't know if they notified Expedia or not, but I (as the paying customer) was NOT notified. So I get to the airport and Delta claims I missed my flight and I kept showing them the expedia print out saying my flight is at 10pm and then I found out my flight was changed and I did in fact miss it. I of course remain calm assuming that Delta or Expedia would accommodate me considering I was not aware of these changes.
Delta weaseled out of it by claiming it was Expedia's responsibility, and tried to charge me $800 for the next available flight OR a $1000 reissuing fee for a new ticket to another destination. Expedia weaseled out of it stating it was either Delta's or my responsibility. I spent over 2.5 hours on the phone with both companies crying my eyes out at the terminal in Oakland airport explaining that I had a cruise booked and I had family I was meeting in Florida and I had to be there. Neither of them was even slightly concerned with my problem.
Due to my desperation I was forced to purchase a brand new flight! On the day of my return I get to the airport and the man at the check in counter informs me that Expedia cancelled my entire trip because I did not get on the very first flight, meaning I had no return flight home. I had no money (due to the extra $400 I had to use to purchase a brand new flight getting there) and I had no way home. I was so frustrated and once again after about an hour on the phone with Expedia I was forced to over charge my ATM card for a seat on the flight that was already mine! The man kept telling me how lucky I was since I had gotten the last seat, and I was so angry considering that the last seat was only open because Expedia has zero customer communication skills!! I was once forced to purchase another ticket, on a flight that I had already paid for and had a seat available for me!!
Both companies refused refunds claiming I should have known my flight was cancelled. I have spoken to so many people concerning this matter and ALL have vented their angry and similar incidences with Expedia. I feel I should get reimbursed by Expedia or Delta for the new flights I had to purchase. Flying is a huge risk the consumer takes for many reasons: we are trusting their aircrafts, their pilots, etc. These companies should be appreciative that they even have customers in the first place. Its as if airline and travel agency staff have never themselves travelled or dealt with the grievances caused by travelling.
Brenda of Leamington OTHER (06/17/08)
We booked and paid for a flight that was then cancelled by expedia because the flight was overbooked. When alternative flights could not be arranged it was agreed that we would be given a refund. Dispite many, many calls and emails 6 months later we have not received a refund. They do not reply to any of our emails asking where our money is. Expedia are the worst firm I have ever dealt with
We have had to pay twice for our flights which has left us severly out of pocket plus we are now paying interest on our credit card as a consequence.
Diana of Los Angeles CO (05/27/08)
It was necessary for me re-book air plan ticket for other day and I have called in service have given all my information and have confirmed info of my credit card having agreed with conditions of the company of loss of a certain sum from cost of the ticket after re-booking.Automatically they have charged this sum and I have hanged up, as in some minutes I have found out that the remained money have been removed from my bank account all. I was out of state and it is the saved sum for some days was for my hotel accommodation and food.
I called them back on customer service and I ask: on what basis they have removed without my sanction at me money from the account? They have answered that it has occurred wrongly then I have asked them to return instantly back on my bank account as this all my money taken with myself in a trip, they have answered that cannot so urgently to return and it is necessary to wait for 7-10 days.
I was on hold more than 1 hour for make them decision with supervisor what's going on, after that I got roaming charge bill statement for my cell phone when i was called them and I should asked to borrowed and send me money by Western Union which was cost extra charge for transfer too.
Peggy of Calera, OK (05/25/08)
I tried to cancel a refundable airline ticket. Becky told me that there would be a $100.00 charge. That charge was hidded in a rules and regulations link that I believe no one goes to.
The $25.00 hotel charge is written in the simple rules and regs that your get with your ticket the fee for the airline is not. Iinformed her tht it was false advertising and led consumers astray. I spent 1 hour on the phone not once did I raise my voice or use dirty language.
I did get $50.00 back but feel that is wrong and would like the whole amount recovered.
Jane of Wichita KS (05/14/08)
purchased an airline ticket that i didn't use. was told i had a year to rebook flight over 500.00. they say they delivered a ticket, it was never signed for and i never got it. Delta says the ticket was never used, but it is archived now and i cannot fill out a lost ticket application. have explained this to expedia and spent 8-10 hours of this. always the same thing.
I get put on hold for a supervisior. they never come back after a long long time i get cut off. all i want is credit on delta for another flight. Delta people were very helpful, but they can do nothing else. very frustrating and i will never use this company again. i believe they understand the ticket was never used, but made almost 600.00 after tax and booking fees for NO SERVICE.
Angela of Richmond VA (04/30/08)
I placed a call to the Expedia 800 on 4/26/08 around 3pm to make a reservation. First, let me explain I called the 800# because the website was too difficult to understand. So I make a reservation and I am told that since I purchased trip insurance I could cancel at any time if I needed and that was the base of the conversation. On Monday, I called around 9am and emailed your company about if I saw a lower price on another website or yours would you honor the rate and was told that I had 24 hrs to call back to do that, now mind you none of that was mentioned when I initially booked my trip on Saturday. So I asked about cancellation policy and was told that I could cancel and that if I did I would receive a credit back to my card within 7 to 10 days, for everything except the booking fee, once again because of the trip insurance.
So on Tuesday, April 29, 2008 I go your website and see where the same trip is now $251.00 so again I call the 800# and ask again about cancelling and I was told sure of course you can cancel so I asked about credit again told 7 to 10 days and the rep was like wow I can see why you would want to cancel the trip is so much lower, so I asked him could he cancel the other one first and then make the new reservation he was like no let me make the new one first and connect you to cancel, so he gives me an Itinerary number and transfers me to cancel.
I then called and got a rep who then begins to tell me that no credit can be issued to my card and that I can only get an airline credit, for the trip I want to cancel and that if she cancelled the new itinerary I would only receive and airline credit for that one also. This was April 29, 2008 at 4:13pm, now why would I book two trips for the exact same thing. So I ask to speak with a supervisor and I was placed on hold for about 30 minutes without a supervisor coming to the phone. I then called back and got another rep named Otis who cancelled the second itinerary and said I would receive a refund back to my card.
I am very upset, because the correct cancellation policy was not explained to me during the initial call nor was the price guarantee. I am the customer I do not work for Expedia so the only way I can know your policy is that the rep that gets the call explains it to me, I feel that they need to provide all details accurately, I was under the impression that I could cancel and the refund would go back to my card minus the $7.00 booking fee. Honestly, knowing this information up front I may have made other decisions about booking. At this time I feel I was misled and inconvenienced, and want something to be done about it.
Pat of Niagara Falls NY (04/30/08)
Return flight was a nightmare. My flight was overbooked. Airline(United) claimed a reservation was no guarantee of a seat. Ended up renting a car and driving from D.C. to Buffalo,NY for $266. Wanted credit on unused portion of flight. Put on hold for 2 hours before disconnected. Lady kept coming on line to make sure I was still there. reassuring me that she was trying to complete a conference call with the airlines to secure me a credit. Then she stopped checking to see if I was still there.....after 2 hours I hung up.
Unused portion of 3 tickets on United ($387). Rental car plus gas and tolls $300. Speeding ticket at 3 am in Pennsylvania $166. Grand Total:$853
Felicia of Dorchester MA (04/26/08)
i booked a trip through expedia and did a package of hotel and airfare. The hotel that I stayed at was the Serelago in Orlando, Florida. I arrived at about two in the morning on Tuesday and went right to sleep. the following day my family left out to enjoy the amusement parks and did not come back to the hotel until 1 a.m. on Wednasday. As we settled in for the night, we noticed roaches of various sizes. We called the front desk and told them about our problem and they offered us a room change. When I spoke to the person at the front desk , he told me that that was typical to see roaches around due to the warm climate. I informed him that that was unacceptable,
My family is from a hot tropical island and I never once stayed inn a roach infested environment nor room. This was not my first time staying at a hotel in Florida and the places that I stayed at previously did not have this problem. He gave me a new room number and access card for it and I went to place my children in bed in the new room after having to leave out so abruptly. The next day my family and I set out to the amusement parks again and arrived back at the hotel half past midnight.
The next morning I awoke to get myself situated to catch my flight at eight and was again disturbed by roaches. I was very upset and appalled by the situation and quickly left the hotel with my family and belongings to catch my flight. The next day I called expedia to complain and they told me that there was not anything much that they could do for me because my vacation was over. I informed them that their affiliation with the serelago hotel is what ruined my trip due to their inhabited pests and they said that they was sorry and offered me $25. I was insulted and asked to speak to a manager who got on the line and only offered me a $50 credit back onto the credit card on which I booked the trip. I am utterly disgusted with their customer service and inability to do a better job at rectifying this situation especially after I told them that I was traVELING with small children, one of whom was only 15 months. I think that there should be a better way for them to deal with and help their customers after such a bad travel experience through their company.
My family vacation became memorable for the wrong reasons. Instead of enjoying our accomidations we were on edge and noited due to the pest problem/roach festation at the Serelago Hotel in Orlando. someone should do a check on this hotels ammenities if there are roaches in the hotel rooms, imagine what is lurking in their dining room and kitchen areas. I did not enjoy my trip because I constantly was worried and looking for roaches.
John of Burnaby OTHER (03/10/08)
Two emails I have now received from Expedia telling me of airline flight changes, and it's URGENT to contact them by telephone. When I FINALLY get through to Expedia's CSR, she is curt with me..no..rude. She tells me to contact the airlines THEY booked and that is not expedia's problem, I need to deal with the airline. This will be the last time I will ever use Expedia and the if word of mouth helps save other travelers from their ineptness I will do my part. Checked web reviews on Expedia, I am horrified. Perhaps this explains the lack of service I am receiving. Is it not possible to send me the arrival change details by email?
I am now on hold AGAIN with the Expedia customer service department, got a answer after waiting 27 minutes. Now I am getting transferred to yet another department within expedia. The wait times to reach an operator and locate help with expedia are ridiculous, and friends tell me that they have had the same experiences with Expedia. How do they remain competitive with this horrendous {Lack of} service? I also do private company evaluations, wish I was doing one pertaining to my Expedia experiences.
They owe me 4 1/2 hours of my life for placing me on hold for an unreasonable amount of time.
Salisha of Chaguanas OTHER (02/08/08)
In May 2007 I purchased a ticket. The ticket was canceled and returned to expedia. It was received on the 5th of June 2007. I have called expedia several times, but I am only getting promises of refund in two billing cycles. I live out of USA & the calls are costing a lot.
This is money that I need.
Joshua of Seattle WA (01/17/08)
My mother had a heart attack and I had to leave to England to see her. This was in August. I called expedia and spoke to a representative asked her if she could find me a price on airline ticket to New Castle, England. I informed her that I wanted to get a UK Visa and I might need at least more then a week to get my visa. But the ticket she could only find were like 1500 USD. So I told her that let me see if I some different website may have a better deal. She told me that there was a cheaper ticket which would be 2 or 3 days from the day I had called. I told her that there was no way that I could go on those days. She said that I could pay an extra 30 dollars and get insurance and I could change that date next day after I had booked. I don't usually travel though airlines, so I wasn't sure as to if this could be done. I asked her again and she said that she was telling the truth. So I did as she said.
I called the next day and I spoke to another customer associate and told him that I wanted to change my date and he said that my ticket was nontransferable and cannot cancel it. I thought maybe he didn't know as to what he was saying. I've been doing this for almost 4 months and finally gave up thinking that I might just use it when I have to go to Sri Lanka this May. I called them today to book my ticket and today they tell me something new, that I have to go only through Northwest airlines and that Northwest airlines doesn't fly to Sri Lanka directly, but they have a connecting flight but I cannot use this. I only can use Northwest airlines for my trip .
This is really frustrating. I spent 1030 USD which I am losing for no reason. I have a feeling that the customer service associate doesn't have a single idea as to what they are selling or else they are giving false information to make commision. I would like to inform people it is better to go directly thorugh airlines then through this website.
Debbie of Draper UT (01/06/08)
We re-booked a flight with them. They sent us a confirmation email. Apparently it was a ghost booking (whatever that means) and it only got partially booked. We showed up at the airport the day of our flight (with our Expedia confirmation email and number). We were told we were not booked on the flight (our honeymoon!). Expedia told us we should have 1. Checked our credit card for the re-booking fees 2. Made sure we got both emails (apparently one confirmation is not enough - you are supposed to get 2 from Expedia) 3. Called the day before our flight. As you may assume, we will not use them again. For the 50 dollars you save, it is not worth this!
We had to buy a new ticket the day of our flight. It cost us a little over $1000 - so we have so far paid twice for a ticket to Cancun
Erin of Rosemount MN (12/27/07)
I am college student planning to study abroad. I called Expedia to book my flights. I didn't receive the standard email confirmation, so I called Expedia to inquire and found they had spelled my email address incorrectly. Once the itinerary was sent to me, I discovered that the booking agent had also spelled my name incorrectly. Again I called Expedia to report the error. I spent over nearly ten hours on the phone with various customer service agents. I was put on hold for upwards of 45 minutes multiple times and repeatedly hung up on. As a result I had to call Expedia over 13 different times over the course of multiple days, each time speaking with someone who was not any help. I was told repeatedly that supervisors would be calling me back, and I never received a call from anyone. I was told that the airline did not allow name changes so there was nothing I could do. Even though there was only one letter incorrect in my name, Expedia refused to change the name or book me a new flight at no additional cost. The airline told me that the booking agent needed to correct the mistake because I would not be able to board the aircraft if my passport and tickets did not match. The Expedia Promise which can be found on the Expedia website states "We take responsibility- at no additional cost to you- if we make a mistake booking your travel.' They have not kept this promise. Finally I spoke with an agent who emailed me the note they claim to have forwarded to the airlines explaining what the correct spelling of my name is. The airline (South African Airways), however can not confirm that I will be able to get onto the flight because of their strict security regulations. Additionally I have over $200 in cell phone overages charges because I was told by Expedia that I needed to call during my peak hours because that's when supervisors would be available. I have filed a complaint with the Better Business Bureau. This company is playing it fast and loose with the term customer service and I have been nothing but frustrated with the experience. I strongly urge you to seriously reconsider before making travel arrangements with Expedia.com
Ada of Waukesha WI (11/26/07)
I was told the Expedia airline tickets I booked would cost $1060.90; the e-mail confirmation came through while I was still on the phone with the rep, and I noticed the charge was $1365.90. I told him that was incorrect, and I do not want the tickets. He transferred me to cancellation dept., and I was disconnected. I called back and was told I could only get a credit and not a refund. I asked for a supervisor and was transferred to Air Tran instead. Called back again and asked for a supervisor right away; was on hold for 15 minutes and was disconnected again. Called back again and so far am on hold for 36 minutes and still holding. The ticket is $320 higher than what I was told.
Paul of Maple Valley WA (11/13/07)
Expedia charged me $1053 extra after verifying with me twice that I would only pay the difference between $911 & $1053 for a changed ticket, not the two added together. I called customer service, and they tried to charge me $200 cancellation fee for their mistake and put me on hold for over 1 1/2hr for supervisor approval.
I had to change the flight due to unexpected surgery. Expedia caused undue stress and lack of sleep the day of surgery due to their poor customer service.
Christa Prato of Langley, Canada (10/12/07)
As many other travelers in the world, I booked my vacation on-line with Expedia.ca. Previously booking with iTravel2000 and having a great experience, I thought I would be adventurous and try Expedia.ca. Well, I will never do that again! The on-line booking was fairly quick & easy. But the customer service on the other hand was non-existent! Like most travelers, I have to make changes to my itinerary. I've tried calling at all hours (including midnight) and get the same response, put on hold for HOURS! As I write this letter, I have been on hold for 2 1/2 hours! As for e-mails, they will not accept changes thru e-mail. So I am in a pickle! I feel totally lost & alone!
Mark of Santa Rosa CA (10/03/07)
I was told I needed paper tickets to take an 'open leg' flight and paid an extra $30 to have them sent to me. Then Expedia changed my itinerary to say it would be an eticket. And then they sent me paper tickets that arrived the day after I left (sent 2 day air on Thursday for a Saturday flight: oops). I had to buy new tickets at the airport. I contacted Expedia and returned the tickets to them at the address they told me to use. They can't find the tickets (there is a tracking record that shows they received them) and won't issue a refund because they 'haven't received the tickets'. Totally clueless. I am assuming it will all be taken care of via American Express, but I have still spent an inordinate amouont of time trying to straighten this out and recommend avoiding the company. I know I will.
Albert of Rosemead CA (10/02/07)
I booked a airline ticket($1002.99) on 09/05/07 from Expedia.com. From LAX to Yingchuan China(09/29-10/7/07)for a business trip. However, since personal emergency, I tried to cancle this flying, and re-booked in some time next year. on 09/26/07 I called 1800 numbers to Expedia.com, and their representive told me there would have $200 charge,and ticket will vaild for one year priod,and she said will call me back after 2 hours for confirmation. 5 hours passed, no one called me back, then I tried to call them in second times. Other representive picked phone in this time, goodness, she said the ticket was not canceled. what??? . Then I asked her to cancel it, also carefully ask can I re-book that fly for Feb 08, she said no problem. However, the story wasnt finished and I called Air China in Oct 1 07 for inforamation. And people work in Air China, told me the ticket only valid to 3 months instead of one year. also , they told me why you get the ticket so expensive. that was a promotion ticket, had limitation on it. hang out the phone,and I quickly to call Expedia.com, Guess What? story was changed by them. One of unfriendly Lady said ticket only good for re-schedule to Oct 10,07. I told her , can i aske your supervisor or manager , because if only valid for that 3 months, I rather fly on Sept.29. However, the supervisor never showed out, and the same lady yelled if you have any issue, I have to hang out . I am really mad because why they treat customer so differenely before & after the business.
Christina of New York NY (08/09/07)
I booked a ticket online on 8/3/07, for travel 8/12/07 internationally. i paid an additional fee for expidited delivery of paper tickets. called on 8/7 to get a tracking # they said not to worry but they didnt have one. emailed asking for a tracking # on 8/8 and they didnt respond back. on 8/9 i called again, only for them to explain that the tickets hadnt been mailed out yet. not only did they give me a hard time with refunding my flight (they didnt even get the tickets yet, and wouldnt have them to me prior to departure) - but it took a long list of people to get the shipping refunded for tickets that werent even mailed out yet.
Dana of Portland OR (06/18/07)
I tried to change a flight, was put on hold for 2+ hours, told several different things (all mutually exclusive), was hung up on twice. Finally after another frustrating series of holds, misinformation, and hang ups, I asked to speak to a supervisor to cancel the itinerary completely. I was put n hold again, an then hung up on again. I wrote an e-mail, and got a form letter in response.
I did not go on the trip and when I finally decided to deal with the wait, I called expedia, they told me I could not cancel because the out bound flight had already left. I was on hold another two hours, waiting for supervisor. This is the worst service I have ever received.
M H of Portland ME (06/11/07)
Original itinerary included a connection that was impossible to make. Was contacted to make change. We made the change and it was confirmed. Checked itinerary everyday. Was never alerted to any change or problem. At airport check in Mexico, was told had no ticket for us. Expedia should have notified us. Luckily were able to go out on original flight out of Mexico and rerouted ourselves. Expedia extremely terrible customer service. Actually hung up on once and disconnected twice. Supervisor unwilling to resolve issue. Go to any length not to accept responsibility or any wrong doing.
Barbara of Wilmington DE (05/21/07)
Expedia – Never again!!! I booked a Business Class ticket through Expedia for travel from the US to India then on to China and back home. About one week prior to departure, one of my flights between India and China was cancelled. Expedia rebooked me on a flight that would not work (i.e., it would get me to the connecting city about 10 hours AFTER my next flight would have departed) and sent an email with this new flight information and to let me know that no action was required on my part. So this was the first screw-up. They rebooked me into a broken itinerary. I did some research first myself to determine what my options were for connecting between my desired cities and I came up with only one option that would fit my schedule of meetings. Then I started the long, dark, painful process of working with Expedia customer service. I was essentially on the phone or on hold with Expedia for 16 hours one day and 5 hours the next day before I encountered someone with the knowledge to handle my problem. Prior to that, I spoke to TEN agents, two supervisors, and was dropped during transfers to two managers. Each agent insisted on going through all of the details and the worthless exercise of trying to find flight alternatives with the original airline. Every time we came to a point where they somehow lost me and I had to call back and start the whole process again. Some of the agents were so clueless that they should NEVER be answering a phone. One couldn’t understand that my flight departed one day and arrived the next! Most of them couldn’t understand that rebooking me two days later was not an option! Hello! I had business meetings in Beijing on Thursday and Friday. Arriving on Saturday wouldn’t be very helpful! Each one put me on hold for approximately an hour at a time and then came back to tell me things that I had already told them (e.g., there are no flights on that airline on that day). I gave each of them the information on the new flights I wanted and told them that there should be no problem with changing the booking because this is a Business Class ticket with no penalty and the airlines had already independently agreed (yes, I had to call them myself too) that the change would be ok because they had interline agreements with each other and they were part of the Star Alliance. The agent would take this information, go away and then come back to tell me yet again that they couldn’t get a flight on my original airline until 2 days later. So then I would ask for a supervisor or manager, and then get dropped in the transfer or while on hold. One time I got through to a supervisor who promised to take care of it and was going to call me back in about an hour. After three hours I called back and found that she had done nothing more than rebook me on that flight 2 days later! When I finally reached the supervisor with a brain, she quickly recognized that this should not be a problem for the same reasons that I had explained to the previous ELEVEN people. I didn’t know whether to celebrate the victory or mourn the days I had lost from my life. She made the changes, but THEN I had to return the paper tickets for new ones. It was already too late on Saturday to get an overnight package dispatched, so I had to wait until Monday to send it. This started phase two of Expedia incompetence. She promised to have the tickets run immediately upon receipt of the originals and then to have them expressed back to me by overnight courier. I tracked them all the way through and called to check on them several times. This wonderful supervisor called me on Tuesday as soon as they were run and assured me that she had transmitted instructions to the distribution department for them to be sent overnight. Later that night, I received an email from Expedia saying that they were sent normal delivery [2-3 business days]. That put delivery on Friday and I was departing on Saturday. No room for errors there! I was very distressed because I did not want to miss this trip. I called customer service again and they tried to convince me that it was really going by overnight because the supervisor had left those instructions, and that the information I received in email was there because the original delivery of my tickets a month ago was by that method. Well, after many phone calls and no help from Expedia, I finally received the tickets on Friday afternoon by NORMAL delivery.
So what have I learned? Use these services to find flights, but book directly with the airlines, even if you need to book 3 or 4 different tickets for a single trip. If paper tickets are required, always pay extra for overnight service even if the trip is weeks away. That way the “system� will not overwrite new instructions with old information. If you have a problem, politely insist on speaking with a supervisor immediately. I have tried to give front-line agents a chance, but I have already wasted too much of my life to take that chance again.
Oh, and they also need to change their hold music periodically. The scratchy recording of “Canon in D� has too many broken spots where folks may think the line has dropped. But maybe that’s another tactic to get people to give up?
Sorry this version isn’t so short. If you lasted this long, I thank you for sharing my pain. I just hope this can help others from similar experiences.
This was a physically and emotionally draining experience. I am a strong woman, but they drove me into the ground by about day 5 when I seriously doubted that I would have the tickets in time for the trip. It could have been very devastating for me professionally (canceling on a key client) and financially if I had to cancel the trip or book additional tickets. I wasted valuable working time (~ $4000) while trying to resolve this problem.
Vicki of New York NY (05/21/07)
Expedia is horrible. They do not believe in customer service. Expedia's computer system made a mistake in my arrangements. I called to get it resolved. I called over six times, waited online for hours, each time I got hung up on by managers (Emerald, Paris and Maud Lupo respectively). Each time no one made an attempt to make things better or offer me a solution that worked or accept responsibility for their mistake. I tried contacting them through their online system and they would simply refer you back to the 1-800 number. The last two times I called they told me that the manager was too busy to speak to me and hung up on me again. When I got upset about this the customer representative told me to shut up!
Walter of Tampa FL (03/19/07)
Expedia customer service is a joke... On hold for over 2 hours trying to use a ticket reimbursement.
Jennifer of Edgewater CO (03/17/07)
I booked a trip to go to Oaxaca Mexico, on June 1st, 2006 for travel in late October of '06. Expedia contacted me on October 7th to tell me that the airline had changed the flight around and that the layover time I was given would be impossible to make, so they offered a cancellation with full refund. I was originally told this would only take 7 to 30 days to post to my account. I went ahead and rebooked another trip for those same dates. When I got back from the trip I found that there had been no refund posted and so I called Expedia to find out why.
They told me the first person I spoke with was wrong and that it would take 2 to 3 billing cycles to post the refund. So I waited two to three billing cycles and received my refund for the hotel portion of the trip, but still no refund for the airfare. I called Expedia again to now be told that they were sure the refund would be on the next credit card statement. It wasn't so I called back. This time they told me that it was now up to Mexicana to give me the refund and that they have already done their part by sending the request for the refund to Mexicana and they have nothing more to do with it.
I then called Mexicana only to find out that Mexicana has spoken with Expedia twice and advised them that it was up to Expedia to refund my money. It has now been six months since I cancelled my trip and I still have no idea where my $1487.78 is being held or if I will ever get it back.
Darla Sof Kingsburg CA (03/03/07)
My son booked a ticket from Milan to Romania with Expedia.com. The airline was Tarom Romania. Expedia emailed him and said the flight had been cancelled so they booked him another flight from Milan to Romania with Alitalia. Then, that flight was cancelled . It was actually the same flight, just operated under different airline name. They knew there was only 1 flight per day from Milan to Romania. The Alitalia ticket said operated by Tarom Romania. In essence, they sold him the same cancelled flight under a different airline name.
We had to completely change my son's flight from California to Milan. He as to fly to Amsterdam to connect with KLM to Romania. Had to pay $235.00 change fee and still have not gotten refund for the cancelled Alitalia flight ($642.00).
Karen of Mobile AL (02/12/07)
I was in the process of booking a flight on 31 January 2007. As the booking process progressed I was told that I could not receive an e-ticket, but a paper one. So I called the company I told them that I was in Iraq and had to fly to another destination in order to catch my flight and the e-ticket would be better for me. They told me to either call the airlines I wanted to fly with to see if they could accommodate me as they could not do it. So I did as they suggested and still I could not get an e-ticket. So I called expedia back because in the past you have been helpful. I asked if they could expedite my ticket to my APO address in Iraq. I was told yes, but I have to book the ticket first.
I went back on line and paid nearly $5,000.00 for my ticket and called back for the expedite service. 12 days have past and I have yet to receive my ticket, they said I would receive it in 10 days. They provided me with an 800 number to get further information on the tracking. I called the number and it was for UPS. The ticket was not being shipped UPS as I am in Iraq. Another indication that the customer service rep was not even paying attention to my dilemma.
So, I called again, mind you all of this is from Iraq which is difficult to get a line out. I talked to yet another rep and they kept me on hold for 20 minutes while I waited for a supervisor who never came to the phone. They took my number and said that they would call me back. Never happened. And I still do not have the ticket. I would have to purchase another ticket and file a claim for the lost ticket. A multi million dollar company is incapable of giving me a refund? They have been giving me the run around for days, they have not been on the same page when providing information. Why can't I get on the plane without a paper ticket if all is paid for?
Feng of Nashville TN (11/01/06)
I booked a fight to London in the end of 2005 and postponed it to this January. Expedia told me that my credit was valid for a year. However, this was wrong and the Air Lingus airline charged me again to my credit card. I have beening calling Expedia more than 30 times to request my money back. They promised me that I will get my refund in 3-4 billing cycles. But look, now is already November in 2006, and I haven't heard of anything from them. What a cheater!!!
I have been waiting for $354.53 back for a long long time!
Michael of Rembert SC (06/15/06)
After hours of research for the right flight I called expedia to ensure the process; this is when I was told there was only a few tickets. The lady on the phone was very nice and said; go ahead and register with expedia then start the process you will have to go through several screens. Once you select the flight you want as the screens come up get to the process as quick as you can so you will get one of the few flights remaining. We did exactly that and this is how we got a ticket that is the worst we could have every gotten, it was like this flight just vanished, here's why.
After completeing everything and ensuring our VISA was processed we were excited; we bought our first ticket on line and it was easy. Thursday afternoon we pulled the itinerary and low and behold we got the worst ticket possible. To make this worse I called expedia and was told by the customer service member and her manager Barbra that it is basically my fault and to fix the probly it would cost me another $130.00 dollars and I still could not get the flight I wanted. I got the vanishing act just as discribed in the Washington Post and expedia would not do anything to help and was told I did not know what I was doing when I processed the ticket.
This flight is costing me a night in a Motel at the Houstn Airport Money I just don't have, and one less day my family will be able to spend with my son who has been away from home 14 weeks and will be living in Florida after his short stay at home with his family.
Annette of Denver CO (04/24/06)
While my husband and I were on vacation in Germany, my father died on March 30th. I called United Airlines first to get the next available flight out. The next flight was days out. The respresentative at United recommened that I call other airlines in order to get out sooner. With no results with United and other airlines, I call EXPEDIA and got 2 flights scheduled for the next day, March 31st. Unfortunately, each ticket cost us $4,288.00 - total of $8,729.56 including taxes and booking fees. I was deeply depressed and at the moment, didn't care how much the tickets were. Sadly, we just wanted to get home.
On April 8th, I buried my father. But now I am wondering why our plane tickets cost as much as my father's casket? and why we didn't receive a bereavement fare? I called Expedia today, April 24th. I presented these questions to Angel. She stated that Expedia does not give bereavement fares and depending on the time of year, the tickets cost more and for last minute reservations, the tickets are more expensive. The airlines maybe within their legal rights to do this, but I'm so disgusted with how much my husband and I paid for a one way ticket to Denver, CO on a bereavement case. Because of vaction reservation, we now have unused RETURN tickets to Denver FROM Frankfurt, Germany through our reservations with United that we were unable to use because of short notice.
Rita of Chappaqua, NY (02/17/06)
We booked a trip to Florida for one adult and one teenager and paid $70.00 to ensure that costs of cancellation would be covered. We were forced to cancel, and then learned from Expedia that small print in the contract excluded our air fair from the insurance. In fact, the small print --several layers down in dense explanations and instructions -- stated that "published airfares" would be excluded from cancellation "insurance", but did not define what was meant by "published airfares."
We were lay-people, using a website intended for the general public, and did not realize that the gobbedly gook and undefined terms purported to render our cancellation "insurance" ineffective with respect to our $1341 airfare. Mr. Potsford offered my husband a "credit" -- big deal, we could obtain this from Delta, and don't want to use tickets that we don't need to take a vacation that we don't want -- and half our money back. We don't want half the money back; we want the refund that we had every reason to expect when we paid $70.00 to ensure a "worry free" (their words) reservation.
We understand that, in some cases, tickets are labeled "nonrefundable" -- that's why you buy insurance. No one would bother with insurance for items that would be refunded. We believe that the Expedia website is deliberately misleading, luring people into purchasing virtually worthless cancellation protection and obscuring through inpenetrable language, undefined terms, and a complicated layered website the fact that consumers will not obtain coverage regarding their airfares.
Thomas of Greene ME (01/27/06)
On 1/25/06 I purchased airline tickets, on Expedia.com, from Boston to Managua, Nicaragua. Later that evening I found the flight for less on Expedia.com. I called customer service within two hours of my original pourchase and asked if they could help me get the lower price. The service rep verified thast I had found a lower prove. He told me that it would cost $130 a ticket and a $15 transaction fee if I wanted to do this. It turned out that after exchanging the tickets and paying the fees I would wind up paying about the same. So I decided to do nothing.
Two days later a friend told me that Expedia has a low price guarantee. So I called back and was told that I had to call within 24 hours so I was now out of luck. After hanging up I thought a little and I had called within 24 hours so I called back. I talked to a new rep and then to a supervisor. The super told me that it was "too late to do anything", that since I did not "specifically mention" that I wanted to take advantage of the low price gaurantee I was inelligible. She stated that Expedia had no obligation to honor my request for a lower fare because I didn't mention it. Further because I didn't send in a screen shot of the lower fare I could not get it.
I gave up but for only a short time. I read the price guarantee and it states "How do I take advantage of the Best Price Guarantee? That part is pretty simple, too. Just call 1-800-EXPEDIA (1-800-397-3342) within 24 hours of booking and tell our customer support representative where you found the lower price." - I did this." "If you find a lower rate on Expedia.com or on another US-based website within twenty-four (24) hours of your booking, and Expedia verifies that your request qualifies for the Best Price Guarantee, we will discount your balance to match that rate, or we will refund the difference if you have already paid in full. In addition, we will give you a $50 coupon good on a future booking of an Expedia Special Rate hotel or air plus hotel package on Expedia.com. " - I did this.
"All requests, including receipts, are subject to Expedia's verification. Expedia's decisions are final, and, by submitting a request, you fully and unconditionally agree that you are bound by them. Expedia will not accept screenshots or other purported evidence of a lower price. Nor will Expedia verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made in bad faith. " - they don't allow screen shots as evidence. I am still trying to get a refund for the difference between the two fares in question. So far I have been on hold for 1 hour and 15 minutes trying to resolve this.
Florence of New York NY (01/27/06)
After being granted a full refund for airline tickets on 11/10/05, I have yet to see this refund appear on my credit card. The tickets were returned to Expedia, as requested, on 11/14/05. I was told that it would take 1-2 billing cycles for the credit to issued. What follows are the E-mails which I sent to Expedia regarding the refund which has yet to be credited to my card.My last contact was with a supervisor, William, who told me that the airlines were not sent the tickets until 1/12/06. Expedia has not tried to correct their errors and expedite the refund as quickly as possible.
Their handling of this has been inept and unprofessional. Had I not been aggressive tracking down the status of my refund, it would still be buried underneath papers on someone's desk.
Elizabeth of Niskayuna NY (12/23/05)
My son booked a roundtrip ticket through Expedia in October on Delta from SNA to ALB for Christmas. He was informed that changes had been made to his flights home, resulting in a 20 minute difference between his anticipated arrival in Atlanta and his next flight to Albany, NY. When he called Expedia, he was told that there would be no problem - the arrival and departure gates were virtually next to one another. He called tonight to say that he ran "about 2 miles" and missed his flight. So, instead of being home with his family, he's in a Holiday Inn in Atlanta....and has to catch a 6:00 AM flight, through Cincinatti, to get home tomorrow morning. (6:00 AM for him is 3:00 AM at home in California -- guess he'll spend Christmas Eve day sleeping) I think Expedia should give him a free roundtrip ticket - but of course, they'll give him nothing.
Allyson of San Francisco CA (12/12/05)
Flight booked through Expedia July 5, 2005 with Delta as carrier was cancelled November 5, 2005 (carrier claims hurricane Katrina, rather than latest financial woes). Expedia notified me via email December 10, 2005 to call their 800 number immediately regarding changes to my flight. I called and the customer service rep said the flight was cancelled but they could not help me at that time because Delta was not open on the weekends and to call back Monday anytime after 9:30am EDT. I called today 12/12/05 to then be routed to Delta to get a completely different travel itinerary which now includes a red eye flight.
My issue consists of these complaints:
1) Expedia did not notify me until Dec. 10 when they had the cancelled information from Delta Nov. 5th.
2) Expedia provided incorrect information that Delta was not available to change the itinerary until Monday, when Delta informed me that they are available 24/7.
3) I found Brandon, the supervisor at Expedia disrespectful and dismissive of my situation; even claimed that Delta lied to me.
I will never use Expedia for my travel plans ever again after this experience of spending 2 hours on the phone resulting in difficult changes to my flight and a very rude interaction with their customer support.
Gwendolyn of San Antonio TX (11/16/05)
On 2 November I purchased airline tickets through expedia.com for a family vacation. I found out that the tickets had been supposedly delivered to my home address. I spoke with UPS and they confirmed that they delivered the tickets. The company rep talked with the delivery guy and he said he put the tickets in the screendoor. I knew immediatley that he was lying because I don't have a screen door. UPS has launched an investigation pending an outcome.
Meanwhile expedia had me fill out a lost ticket application and said that hey could not fly us from San Antonio which is where we were leaving from. We are trying to get in touch with the company to resolve this issue but it is very difficult. Reservations are already booked in Jamaica and will not be refunded to us. I am in the military and I cannot change my leave dates. I stand to lose over $600.00 if they don't act quickly.
Barbara of Rome Italy (08/30/05)
I bought a ticket on Expedia for my son to travel to Kenya this summer. He needs to change his departure date, and the ticket rules and regulations when I purchased the ticket said that changes are possible, on outbound and inbound flights (with penalties, which we agree are okay). Expedia refuses now to let us change the date of travel, and says that the rules apply ONLY to the London-Nairobi leg, the rules applying to the Nairobi-London leg cannot be accessed but do not permit changes.
I cannot fathom that rules can be applied that the purchaser cannot access; on the website, it is stated that one can "See an overview of all the rules and restrictions applicable for this fare." and "View the complete penalty rules for changes and cancellations associated with this fare."\ yet this is not possible, and we have been led to spend a lot of money that we now forfeit. We will bring a lawsuit against Expedia for this..we would be interested to hear if others have experienced similar difficulties.
Jim of Green Oaks IL (07/22/05)
Booked with Expedia on 5/5/05, received confirmation on 5/6/05. Did not follow up unit we arrived at the airport on 7/22/05 only to find that Expedia did not follow through and we had NO flight, hotel or rental car. A call to Expedia customer service was no little help. This was a wedding & vacation which had been planned long in advance. Price of last minute tickets and hotel made it impossible for us to take the trip. We were traveling to Las Vegas and had purchased show tickets which we can not use at a loss of $400. Cost to and from airport was $100. We are out $500 and haven't gone anywhere. As far as Expedia was concerned it was our fault for not constantly checking their web site to make sure we still had a trip. My advise - stay away.
Lisa of Strasburg VA (06/27/05)
We were misinformed on what identification we would need to go to the bahamas. We were told ( more than once) our son would need a birth certificate and we would need two forms of id. We got to the airport to find out that was not true, everyone needs a birth certificate. We could not take our prepaid vacation. The Air Trans ticket counter people told us they see lots of problems with expedia, people are given the wrong information, people are sent to the airport without their tickets and on and on.
When I called them I was put throuh to about five different people all read the same statement it is the travelers responsibility to know the requirements for out of the country travel. That would be true if I had not asked the people at Expedia and that had not given me answers that made me think they knew what they were talking about.
Jonah of New York NY (06/13/05)
I exchanged a ticket about 2 months ago when i was told i would receive a travel "voucher" for the difference of the two airline tickets of approximately $220. I called after about 2 weeks and spoke to an agent who told me that it takes about 10 business days to send out the voucher, with no explanation why. I called back three weeks later after I still hadn't received the voucher or any correspondance from expedia and spoke with a supervisor. She apologized profusely and told me that it was never sent out and that she would personally do it at that time.
Well, it's been two weeks and still nothing. My credit card has already been charged this money for a ticket i returned, not to mention the processing fees and exchange fees that expedia charged me in addition to get a different ticket. Those fees were an additional $80.
Harry of Atlanta MI (06/03/05)
They booked my trip. the airline cancelled my return trip and Expedia refused to assist me even though they took a service (booking) fee and they didn't care that I spent 8 hours on the phone trying to reach someone at their company to help me.
Cyndy of Apex NC (7/20/04):
I made a mistake with purchasing my ticket by one day. I called the day after booking and was rudely told that there would be fees in access of 200.00. Expedia has a 24-hour ticket change policy, but even though I called within 24 hours, there was no record of my call so there was nothing I could do. My husband had to fly on our original date and I had to fly one day later...which took two days away from our vacation.
Pamela of Dumfries VA (4/21/04):
I purchased two round-trip tickets to Las Vegas. Expedia said they only do paper tickets because they split the trip on two different airlines, America West and Air Tran. Paper tickets never arrived. When Expedia checked with UPS they said they put the tickets on the porch; however, my house doesn't have a porch. I have never seen the tickets.
On the designated travel day I went to Dulles airport 3 hours early to the America West ticket counter and told them I didn't receive my tickets. Bella, the America West agent, called Expedia. The three of us talked with April, customer service rep, for two hours. Expedia would not issue a paper ticket or give America West authorization to allow us to fly. In order to get any type of refund Expedia said we needed to fill out lost tickets forms with both America West and AirTran. Air Tran said don't do it, Expedia just wants you to incur a $50.00 per person per ticket.
Both agents said Expedia could have given permission and we could have completed our trip. As it was, I cancelled the tickets and went home, missing my niece's wedding. I also lost the cost of the hotel -- $132.00 -- that I booked in Las Vegas. I want a refund of $693.59. Air Tran says this occurs all the time and they have many customers that are upset with Expedia. I would have been willing to pay a fee to get the tickets reissued but that wasn't even an option. I've traveled thousands of miles and have never been so frustrated in my life.
Ramesh of Fremont CA (10/18/03):
I was trying to purchase a ticket from OAKLAND to TORONTO On July the 28th, 2003. The quote was for $789.60. I went ahead and clicked the "confirm" button. The website said that the ticket couldn't be purchased. I went to www.orbitz.com and bought the ticket.
Expedia.com charged me $769.60 for the ticket that was never purchased. I didn't get any confirmation, and the itinerary says "unconfirmed". I have called them 6 times since and they have confirmed that the credit card was charged erroneously but they havent credited my account yet! Its been 2.5 months now.
Ramesh should have immediately contacted his credit card company to dispute the charge. Now that 60 days have elapsed, he should write a letter to Expedia explaining what happened and requesting an immediate refund.
Joe of City Island NY (7/19/03):
I chose to change the itinerary for my trip. One Expedia.com agent told me that the revised flight I wanted would actually save me $100 on the cost of my whole trip which would offset the $100 revision fee. She said she couldn't handle the change herself but would switch me to someone who could. After being switched they told me that the new price with fare increase and penalty would be $215 additional. They denied that I could make the revision change for the same money as I had paid.
When I looked on-line myself there was a $110 ticket available. They failed to tell me that I could buy a one-way ticket on line for the new revised leg of the itinerary for $110 on their very own web site. The agent even told me they were looking for the least expensive flight for me. I feel they deliberately attempted to overcharge me for the flight revision. It was only because I had access to a computer and the internet and their very own website that I saw through their attempt to overcharge me.
Don of Raymond MS (7/2/02):
On June 19, 2002 I attempted to book a flight for my daughter on these peoples' website. I filled out all information requested to book the flight. My daughter is considered a minor by airline standards. There was one field that I was trying to complete but when I entered that she was a minor it kicked out the request. I called Expedia and was told to book her as an adult and the reservation would go thru.
I did what they told me to do and completed the reservation. This morning I took my daughter to the airport to catch the flight, the airline was Continental in Jackson, Ms. When we checked in at the desk they would not let her fly by herself without paying them an additional $75.00 for minor-assisted service. I told them we booked the flight thru expedia.com and showed them the confirmation number. I told them that expedia told me to book my daughter as an adult and that way she could fly unassisted, as she has several times before. The airline told me it was illegal to book a minor as an adult.
I had to pay an additional $ 75.00 for her ticket, I'm not upset about the money, but I am upset about the misinformation I received from these people.
Lisa of Concord CA (10/24/01):
Dear American Express, I want to tell you about my experience with Expidia.com. I must say I am so angry about this I can hardly believe it. Friends and business associates warned me about using any on-line travel service. I made a decision to use Expidia.com because American Express uses them.
I purchased on my American Express Card through my employer, three airline tickets to Japan for Christmas to see my oldest son. He is in the Navy on the USS Kitty Hawk and we’ve not been together in 4 years for Christmas. Unfortunately after the purchase of the tickets, my youngest son’s employer informed him that he would not be able to travel during the Christmas season. I called to cancel his ticket and obtain my refund. Big joke! I do not like, or understand the $200.00 penalty for cancellation and I am so very angry about is the fact they will not refund my money to my American Express account for 120 days.
This is not acceptable but I've no recourse, according to them. I asked where it was disclosed that it would take that long, they said it is not disclosed anywhere. They were happy to charge my card within seconds, but will not return my money to my account. Are you aware of this? Do you agree? The Customer service woman, Mary Beth, explained to me that I had no other options but to wait for my refund. This to me is poor customer service. I will make sure everyone I know or come into contact with is made aware of this company and its procedures.
I did contact Japan Air who was apologetic but explained they could not help me due to the fact I used Expedia.com, I would have to work it out with them. Because of the September 11th disaster and my son being on the USS Kitty Hawk, it is very likely I will have to cancel my other two tickets. This would be out of my control and to have to leave this company with now $600.00 in cancellation fees but then to wait for another 120 days for that refund, infuriates me.
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