|
Stefan of Marina Del Rey CA (08/25/08)
Expedia offered hotel on the Expedia website which is under reconstruction. There was (and probably still is) no note on the website indicating that the hotel is under reconstruction. Expedia employees were unable or unwilling to provide an appropriate alternative to the hotel initially booked. Following a telephone conversation with Expedia I was offered an alternative hotel.
There was a substantial difference in standards between the hotel initially booked (Fontainebleau, Miami Beach) and the alternative hotel offered (Miami Beach Spa and Resort), probably best reflected in a price difference on the Expedia website at the time of the trip of 249$ (Fontainebleau) versus 79$ (Miami Beach Spa and Resort) per night. Based on a 5 night stay I should have received a refund of approximately 850$. However, the received refund was only 255.98 US$.
I have still not received any of the 100$ coupons as promised by various Expedia agents I talked to as a compensation for the trouble I went through. Expedia employees were unwilling to provide support with trip cancellation, flight change, etc. On the third day (after requesting an appropriate alternative) I was checked out of the hotel without notification and without my approval. Only by talking to the reception desk I was able to reverse the check-out.
I sent a letter of complaint on July 15, 2008. I have still received no response.
Paula of Little Rock AR (07/04/08)
Purchased a vacation package through Expedia and also purchased the Vacation Waiver (not the Vacaction Package insurance). I cancelled the airline portion of the package and was told, through emails, that the airline tickets were nonrefundable but I could use the airline credit at a later date, I would be charged an airline re-issue fee but since I had the vacation waiver, those fees would be refunded.
Well, I bought airline tickets, through the original airlines and was charged $200 per ticket re-issue fees and $30 per ticket service charge fee. Now Expedia is saying that the re-issue fees are refundable.
I'm out $460 because Expedia assured me the re-issue fees would be refunded because I had purchased the Vacation Waiver that states if you change or canel 2 days prior to the start of your trip, all fees and penalties will be waived/reimbursed. If they had not reassured me that the penalties/fees would be reimbursed, I would not have cancelled the airline tickets.
Mark of Irondequoit NY (06/20/08)
I booked my honeymoon promotion package via telephone through Expedia to Paradisus Punta Cana in the Dominican Republic. The promotion was that I would be upgraded to their Spa Promotion for Two which included, among other things, a room upgrade to Ocean View (instead of the standard Garden View). This was confirmed by the customer service representative who booked this for me over the phone. I was also talked into getting the insurance plan which I was told would provide a full refund for cancellations of any kind made at least 24 hours beforehand.
I called the hotel and Expedia to confirm that the promotion package was being honored several days later and was hung up on, sent to erroneous phone numbers, and promised callbacks which never happened. They never honored the Spa Promotion for Two package the customer service representative ensured me I had booked; furthermore, the hotel said they had no reservation for me at all in their system! Naturally I cancelled the vacation package immediately. Now Expedia is holding the funds for the airfare and insurance price and refuses to provide full monetary refund; even though I had no confirmations from the hotel, or airline. Bottom line is, I was either lied to by their customer service personnel through the booking process and/or somebody dropped the ball on booking my $4000+ vacation package and I am left with only a partial refund.
Jeremy of Los Angeles CA (04/22/08)
I booked a vacation package for my girlfriend and me to Oahu, Hawaii through Expedia. The trip was for 4 nights and 5 days and it cost $955.81 total. One day I decided to call Expedia to see if I could change the dates and also to find out how much it would cost me extra. The travel agent told me that in order to change the dates it would cost me an extra $911.25 - basically, another trip more. So I told her it was too much and I'd like to just leave it as it was. She said that was alright and next asked me if there was anything else she could help me with. I said no and we said goodbyes. A couple of days later I called again. This time around I knew that I really couldn't make the trip and wanted to cancel the trip altogether.
While talking to a travel agent, I found out that my trip dates have been changed. I asked the travel agent about it and she told me that a couple of days ago I had called in and agreed to make the change that I never did. In disbelief, I told her that there must have been a mistake and that I needed to speak to a supervisor. To this time, I had no doubt that the problem will be resolved right away. I couldn't have been more wrong. The supervisor basically said that in front of her there's a documentation (filed by the travel agent whom I had talked to) that said basically that I had agreed to make the change and to pay $911.25 more. Furthermore it said that I immediately changed my mind during the course of the phone call after she had already made the change to my trip. The documentation read that the travel agent told me that she had already made the change and it was too late. Then it said that the phone was hung up abruptly in the middle of the conversation from my end, providing no way for her to verify... I told the supervisor that I never agreed to the exchange and it was not how it happened. However, she insisted that I did agree to the exchange because the paper said so right in front of her. She said that no compensation will be provided, and told me that even if I were to cancel now, there won't be any refund, but cost me $225 for the cancellation. She was basically calling me a liar.
So in the end, I paid double for the trip because one of the travel agents had screwed it up and falsified the documentation on purpose to cover up her mistake. I don't know what extortion is if this isn't it.
Kishan of Vancouver OTHER (03/23/08)
I booked through expedia for at trip to cancun mexico for a friend and I and everything was going good. I called back one day to find that my itinerary had been booked on a different account, under a different email, without my permission. This new account which I also did not have the password to, had created incorrect booking information as well. I called expedia back to ask for the account logins but they would not give it to me even though I gave all my credit card information. I decided to call back on the 22nd and they finally gave me my information. I found out that I had been given e-tickets but one of the other names had been misspelled. To make matters worse I was then told that their tickets were non refundable and that they were not allowed to make name changes.
Basically now I have spent $1000 for airline tickets and have no use for them because one of the names are incorrectly spelled due to expedia's agents, who receive poor training and customer service, I am never booking with expedia again.
Rohangiz of Ladera Ranch CA (10/10/07)
I made a vacation package reservation to Maui with expedia for July 2007 for 9 nights.
We (2 adults, 2 kids) arrived at 10PM, the resort office we had reservations (Kahana Reef) for was closed, just a phone number (800/841-9776) to call for emergency and for new guests.
We called five times and waited; no one called or came to help us.
It started raining; it was very dark and we were in the parking lot, tired, hungry, cold, and cranky, very disappointed and did not know where to go and what to do.
We called Expedia's (800/397-3342), it connected us somewhere in Philippines.
I explained the situation and asked for help, they kept us waiting on the phone for over 30 minutes each time we called. When asked to talk to a supervisor, we were told that the supervisor was not available and not taking calls? and hung up on us.
A security patrol officer saw us waiting for a while and felt bad, so he tried to help us by calling his manager for help and then calling other hotels, and every hotel was full.
At 3AM we found a hotel (Lahaina Shores), just for one night, and the security officer asked us to follow him, the drive was 20 mints to the new hotel. We got to the rest @ 4 AM.
EXPEDIA's extreme, uncaring and poor customer service created such an unpleasant vacation for us, it felt like we were in a horror movie.
We planned months in advance and made full payments to have a fun vacation but EXPIDEA made our vacation a nightmare. Since then, no one from Expedia has called us to apologize or to give us an explanation. We were able to stay longer in Lahaina Shores and paid $ 2,375.77 with Citi credit card, on top of all.
I called and faxed the invoice to expedia and called later to fallow-up, I was told the higher management has to decide if they can reimburse us.
Expedia gave the worst service I've ever come across in my life.
Brian of Hoboken NJ (08/08/07)
I was lured by a homepage ad on expedia.com to a vacation package they were offering. I selected a beach vacation and entered the dates for my trip (8/6/07 to 8/10/07) and chose the Pelican Bay Yacht Club in the Bahamas as my destination/resort. I picked my flights, and all seemed well in order.
I'm not at all familiar with any of the Caribbean Islans, so i trusted expedia to put me on a plane that would take me to the bahamas, where i had chosen my resort. Little did i know they had put me and my girlfriend on a flight to grand cayman island. Remember, this was a vacation PACKAGE (so you'd think expedia would appropriately match airfare and hotel, right?) WRONG. their customer service was a joke. they cancelled my reservation at pelican bay and booked a new hotel for us in Grand Cayman, a Marriott Courtyard. It is most definitely not the hotel i would have chosen if i had chosen to visit the caymans, but it's all they could do and all they did was give us $100 off our trip, and another $100 credit towards a future expedia trip. Will i ever use that credit? Maybe - to book a room and never show up just for spite. The credit they gave us doesn't even cover the exchange rates, which we didn't think we'd have to deal with b/c we were never planning on going to the caymans. They sent us to the wrong country!! and they claimed it was my fault since i booked it online and if i had booked it through a representative they would have been able to do more... but is expedia an online company? or a company you have to call to make travel arrangements? doesn't make sense, the company is a joke all around. absolutely PATHETIC. i'm too frustrated for words, and i need to book another vacation to get away from this one.
Joseph of Brooklyn NY (03/01/07)
I booked an air/hotel package through Expedia.com for two people to go to Aruba on 2/9/07 for a total package price of $2479.94. After looking on 2/28/07 at expedia.com for the same EXACT itinerary the price had dropped to $1918.34 a difference of $561.60. When I called Expedia to try and refund the difference I was told there is no way to refund the money since my trip was paid in full. I asked what about canceling the trip and rebooking it and I was told that came with numerous penalties and it couldn't be done with my package. They there was nothing they could do there are no refunds.
Fred of Fairfax CA (03/16/06)
I was quoted a price of $834, per person for a trip to Ixtapa Mexico on 3/14/06. While I was in the process of paying on line, the price jumped to $894. Finished the transaction. Called Expia customer support and was told the price had increased to $894 since I started the reservation. I checked the following morning and the price was quoted me was the original $834. I contacted them sevral times by Email and was told that prices had gone up and then they had no control over it, but finally admitted that it was a problem, but would not refund the additonal increase of $120, $60 per per person. Feels like a bait and switch
Ju New York NY (03/03/06)
On 2/6/06, I booked a vacation package (air + hotel to Philipsburg, Sint Maarten) through Expedia.com for the dates of 2/11/06 - 2/18/06. On 2/8/06, Expedia.com contacted me to tell me that my hotel, the Pelican Resort Club, was overbooked and that I would have to relocate to another hotel. I was adamant that I be placed in a similar facility - that is, a resort - with comparable amenities, such as a pool, gym, spa, etc. I had chosen the Pelican Resort Club because I had read that it was located on a very nice beach in Sint Maarten. Moreover, I was paying over $2,000 for two people for airfare and hotel, and I knew those prices reflected a stay in a full-fledged resort.
However, their website did not offer any other comparable options. Other resorts were either not located on a beach or did not offer comparable amenities. The last thing I wanted to do was to spend extra money for cab or car rental fees in trying to get to other beaches. I spent over three hours on the phone with various customer service representatives, trying to explain to them that their other options did not merit what I had paid for and that if they were going to place me in a simple hotel without resort amenities, as they were trying to do, then they would have to refund me a significant amount of money to match the difference or refund my vacation entirely.
They were unsympathetic, unhelpful, and unprofessional. They claimed that they would not be able to refund the airfare portion of my package; they best they could do was give me a credit balance with the airline, which was no refund at all. They also claimed that they could not place me in the alternative resort that I had chosen because it exceeded Expedia’s $400 match-in-difference policy. In essence, they forced me to accept the only hotel that had a mediocre beach on location, the Holland House Beach Hotel, and refused to pay for any car rental costs I would incur by renting a car to visit the beach at the Pelican Resort Club, my original choice. In addition, they only offered an insignificant $200 refund and promised me a free upgrade to a beach-view room, but then proceeded to make me pay for the upgrade by deducting the difference from the $200 refund.
I was then credited only $150, a paltry amount.
Thomas of Eustis FL (06/01/05)
Expedia strikes again. I made the mistake of booking flights and hotels thru Expedia. They require full payment at time of booking Then do not paythe merchant. When I arrived at the hotel they had no rooms Expedia had me on hold for 90 minutes until I gave up and book another hotel myself. They never paid for the airline tickets leaving me stranded at the airport. Customer service is a joke. They put you no hold while your flight (that you showed up for 2 hours early) departs. They will not return calls, refuse to give refunds and are rude.
Orlando of Vineland NJ (05/18/05)
On May 11,05 at about 11 pm I purchased online a vacation package (flight, hotel and car)for the amount of $762.00 then I was told by the system that the price had increased by $50.78. I accepted the offer but the system was charging a delivery fee of $29.99 and a $10.00 booking fee which I accepted again. After the purchase was confirmed by the system I went to verified my flight, but there was no indication that I had purchased anything. I desided to call the company 800 (Expedia Inc) number and the lady asked me for the information again and assured me that everything was ok.
I went again to the web site to learn more about my flight, and again, it appeared no flight reservation. I called 3 more time and was told that the credit card was not being accepted, so I called my bank and asked them what was going on. I was told by Keisha (bank customer service) that the company made some charges totaling the amount of $854.54 I tried again calling Expedia and was told again that they did not made charges to the account. While in my house phone I call on my cellular the bank and confronted them (Expedia).
Expedia said that the system was down that I had to wait an hour so I did. But then,10 minutes later, I called saying I wanted to make reservation and the system was working fine thats when I told them who I was and explained again what was the problem. They kept on saying that they did not withdraw money from my account and I decided to call my bank and my bank called them. They wanted me to wait 96 hours for them to put the credit back.
My bank (Commerce Bank) stood 1 hour on the phone with them and demanded to put the money back or to give me the vacation package. Expedia desided to give me back the credit(Still waiting). The next day I called my bank and they told me that Expedia sent a Fax stating that any purchase was canceled ad that I was'nt going to be charged. Supposedly they gave me credit, so I purchased another airline ticket on the 13th of May with Hotwired. On the 14th I went to get some groceries and when paying my balance was $0.00 so I called the bank. They told me that my balance was overdrawn -$400.00. I had $300.00 on the account to get a Hotel and was gone. I asked Why? and they said I had 2 airline companies withdraw money from the acount.
Thats when I found out that Expedia resubmited the order and when Hotwired withdraw the money my balance went -$400.00. I had tryied to get remborse my money but Expedia is refusing. The confirmation e-mail for the tickets they assigned went to a person named Orlando Tirado in atlanta Georgia besause Expedia used a wrong e-mail address with my phone #. This peron contacted us thinking that there was an identity thef. we asked him to fowared the e-mail witch he did. My trip is the 20th of May and I have no money instead I owe $400.00+ to my bank.
Joellen of Fallon NV (04/09/05)
I purchased a vacation package from Expedia.com for four to Cozumel (air/hotel) on 3/19. On 4/8 I received an email informing me there was a problem with the flight portion. After over two hours on the phone with customer service the vacation was cancelled. The options Expedia offered me were to spend a night in Houston at my expense and lose a day of vacation or to pay over $500 more for a different flight. I am completely disgusted with this company and will never book another vacation through them. A company with good customer relations would have tried to make this right not the customers problem. They get an F- in my vacation book.
Sandra of Augusta GA (8/1/03):
I booked a vacation package with Expedia. The itinerary they mailed me listed the wrong hotel and listed the return as midnight of the third night. I was shortchanged an entire night and was booked in a hotel at the wrong end of the strip. The original price was $421 per person. I upgraded from the (wrong) Stratosphere to the Imperial Palace for only $26 more. Harrah's would have been $57 more. The trip started on Monday, August 18. the (wrong) Delta flight home started at midnight on Wednesday. To clear security, I would have to be at the airport at 10PM Wednesday. I would not get my third night that I booked and was billed for.
To correct Expedia's error with Delta required $175+175+50+50=450 more in change fees and airfare difference. I have been completely blameless in this comedy of errors by Expedia. I do not think that I should have to pay for their 2 major mistakes. Expedia bills my account separately for the hotel and airline. I know that Delta will not hurry up any refund, but Expedia should refund their charge ASAP. The entire refund is $868.
I would like the trip that I purchased and confirmed over the phone on July 28. When I tried to use the goodwill(?) coupon for $50 for a new booking on July 30, the Expedia rep would not let me. Monica said that Wendy would contact Delta abouy their part of the refund. However, as of today, the entire charge is still on my credit card.
I took time off from work, I ordered show tickets. I got my seat asssignments from Delta when I called in my frequent flyer numbers. I want what I ordered and paid for. If not, a refund ASAP.
Lena of Belleville MI (2/13/03):
I went online to purchase a flight/hotel/car package to Orlando. A page appeared with 5, 6, and 7-day hopper passes to Disney and a Cancellation Waiver. At the bottom of the page, there was a button to click if you had made any changes on that page. I did not want passes, so I did not click the button and proceeded. Imagine my surprise to learn that the 5-day hopper pass and cancellation waiver had been preselected. I immediately called Expedia to explain my mistake, but was told there was nothing they could do. I was stuck with them.
Instead of $1,568, this package cost me $2,458.
Arnold of Mission Viejo CA (3/27/02):
I booked a flight and hotel vacation package on www.expedia.com for travel March 25-March 29 from Orange County to Denver, CO. There were no rental cars available during this time, so I decided to postpone the trip. Expedia said that if I postpone the trip that I lose the $523.88 that I paid for the trip. I told them that I would take a credit with Delta Air and that I was planning to travel/vacation on April 15.
The loss is $523.88 and time in dealing with trying to recover the paid cost for services not rendered. it is not fair for a company to take money without rendering a service.
Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
|
