Expedia Reviews

After getting to the next hotel, we were told no they didn't accept Expedia pay. We are now 3 hours into it in the cold at 3:00 am and still no room. We were made to pay an extra 10 dollars that we had to borrow so we could at least get warm (it's freezing here). We don't know anyone here and no money so we will be sleeping in the car.... no blankets, now no gas. Expedia has all our money and we are in a car in the ghetto for the night.

While looking at different sites I noticed the price had gone down, so called Expedia to see if we could get the lower rate. The customer service rep had an accent and was a little difficult to understand. He told me he would save me $90. Sounded good to me and would send an email confirmation. In about 5 minutes I received the confirmation. He had changed one of my rooms to non refundable. I called back immediately but was met with refusal to fix. I asked to speak to managers and went up the ladder 3 times to still be denied my original package. As it turns out the weather is going to be bad this weekend and now I am out over $400. Who gets that money? Expedia, the hotel??? I will never use their service again and they should be reported to the Better Business Bureau.

I called 72 hours later, got through and rep told me no changes can be made because its past the deadline? - what deadline I asked, previous rep told me no deadline - this rep says there's a deadline AND NO such thing as 10 dollar change fee - must be same as airline. I ended the call to consider other options, and called airline - who told me they would waive the change fee, just need to ask Expedia to escalate and call airline directly on my behalf.

I called new rep at Expedia, took 2 more DAYS to get through - finally on Feb 7th on line with rep for 2 hours 15 minutes, he alleges he is looking at telephone records but can't find any evidencing any of my calls, then we talk about the airline's recommendation - puts me on hold and alleges he is calling the airline, I asked him to be sure that the rep at airline notes on my file so I can confirm later. Back on line says he called airline and they wouldn't do it - I asked if he specifically asked to note the file, he confirmed. Rep checks the itinerary and tells me he can match the flights I want to take, but will be $4,150 dollars for change fee, I ask why this amount, he replies $200 per ticket change fee = $1000.00 + change in flight costs.

Later I look on Expedia, I can re-book the same flights for $500 more than my original $3500 itinerary. My signal goes weak - drop call and rep never calls me back. I try again on Monday Feb 9th, all day no ability to connect due to tech difficulty (5 attempts), I call Tuesday Feb 10th, 44 minutes on hold during morning drive and call goes dead - call back and 35 minutes on hold, finally answer - explain situation to rep, they have 'half' accurate notes from previous attempts and rep tells me 'sorry, nothing we can do'. I'm on the 3rd week, 11th call to Expedia, aggregate time of 6 hours and 35 minutes trying to hold them accountable to doing what they said - and it's a game of Teflon. ***if at all possible, DON'T USE EXPEDIA*** this is the 2nd of 3 Expedia experiences gone bad.

I sent several emails to processing@expedia.com asking for an explanation, but no reply and no call from them. I still have not received a reply, 3 emails later. The email also said: "Please do not call Expedia Customer Service for assistance with this matter. They will instruct you to e-mail process@expedia.com." I had no choice but then to book on another site, Travelstart, as prices were going up, and seats were getting scarce on the Lufthansa flight I, and I was afraid of losing the fare. This morning I received a call from ABSA's VISA card fraud division, saying the transaction had gone through and they won't refund me. Can you please help me asap.

I would of gotten better service and cooperation IF I WENT DIRECTLY TO THE HOTEL ITSELF with my reservation. If a company like Expedia cannot help their customers correct a simple mistake then they don't believe in putting their customers first and given this I will NEVER use them again. In addition I will inform my friends and business partners not to use Expedia given their poor customer service and business practices.

The Story: In December 2014 , I started checking but everything on the website was the same, saying that it will open on late November. On Tripadvisor, I saw one review on Dec for RIU and I thought it was open but on re-reading carefully, I saw the person stayed there in April. I never received any information from Expedia or the hotel about the status.

Around February 5, I started getting antsy and called the hotel's 1 305 673 5333 no. but it was always busy. I called 1 888 RIU 4990 and they told me to send an email to RIU hotel. I never got any answer. Then on Sunday, I called Expedia and apparently they did not know and opened a ticket saying that they will answer in 24 hours. By this time, I knew something was wrong and posed a question on TripAdvisor and someone answered and I knew I have to get back on the phone to Expedia. Calling them is like pulling teeth. You will be on a queue and on hold in between.

I am already on phone for 4 hrs and then at around 8 pm, someone Expedia person told me that it is indeed closed and they can find me another hotel but I have to pay the difference. At this time, I came to know that I am being charged about $372 a night at RIU. When I inquired what my travel insurance covers, they said they are LodgeOps and they know nothing about insurance. They told me to call another dept for insurance and the queue was 1 hr 35 mins long.

At this time, I am getting desperate because this is a busy week in Florida and maybe I will not have a place to stay. I stayed in RIU before and I knew what type of a hotel that is. Expedia started offering me hotels way out in North Beach in 6000 Collins or some hotels without Oceanview like in Washington Ave. Finally, some supervisor found Marriott Courtyard with Oceanview , pool etc on 3900 Collins. It will have two double beds. Expedia sent me mail and the description says 1 king bed.

By this time it is 10:30 pm and I called again. I got someone, I had to retell the story and they said they will check and send me a mail. At 12 midnight, I get a mail from LodgeOps that they checked RIU and I have two double beds. It is already early monday morning, I gave up.... Buy Why RIU, they rechecked me in Mariott. Apparently, for all these troubles I have got some coupon which I can use on my next travel package. Moral: Probably, I should book hotels and flights directly without travel agency.

Where is the logic in this. After numerous phone calls and explaining the situation over and over again I had an agent named Yarmi who kept answering my calls and kept promising a manager will get back to me. I was promised I would get £75.00 in voucher in my account and my sale call would be listened to, and verify if the sales staff mention that the Best price warranty is void if I use the coupon towards my booking (I am certain this was not mentioned). If this was the case I would be refunded the price difference, again another promise. It is four days later now and still no response from their managers.

I will never use Expedia again and advise others to avoid them at all cost. Expedia is full of promises but not ready to fulfill. They are liars and total scam. Expedia needs to be investigated and sent out of business. I am really hurt and feel they have stolen from me so I will look at having them investigated as I have all the case numbers and names of staff I have spoken to.

This feels like a bait and switch scam and is outrageous. Our vacation is ruined and their customer service is dismal. We thought Expedia was more professional than this. Expedia should have called us as soon as they knew the hotel that we booked was out of service! I feel obligated to tell others about our experience with Expedia. The other comparable hotels are booked at this late date. Expedia's only other offer is $250 toward our next Expedia vacation. This offer seems totally inadequate and an insult and it is not likely that we will ever book with Expedia again.

After 1 hour and 15 minutes, I finally received the refund for the insurance but when I asked about why the airline didn't refund me in full, they suggested to call my bank because maybe they took the money (I swear this was actually suggested). When I explained to them the obvious, I was put on hold for 15 minutes (with no one to check in with me) and when the supervisor (Alex) returned, he informed me that I have to call the following day because the LAN Help Desk is closed. I asked him why it took him 15 minutes to find this out and he didn't answer. He stayed silent. I'm not kidding.

I called the following day (today - February 6) and was put on hold for a total of 1 hour and 15 minutes JUST TO BE HUNG UP ON. I could hear her periodically taking me off hold for a second and put back on hold repeatedly. Being that they "can't do a three way call because it's not possible" this obviously means that I'm just being put on hold and they're not actually talking to anyone at LAN airlines.

So overall, my refund was not given to me in full as was promised. Getting through to customer service is only possible through the sales extension. They frequently put you on hold, up to an hour each time, just to come back without any answers or get hung up on. The exchange rate they use is through the roof absurd. All in all, never again. With such a low overall review, I'm surprised this company is still in business. I genuinely wish I had looked up their review before dealing with them. It's pretty obvious that they put you on hold for long periods of time just to see if you'll stay on because not once have they come back with anything actually fixed.

If you have had or heard of good experiences, please let that be it because you were obviously lucky.

The man helping me informed me that that flight was no longer available which is why I was unable to book it online. Then he tried to book another flight for me over the phone with a similar price and that one did not go through either because the airline no longer offered that flight. I started getting frustrated and was about to hang up but then he found me a deal for a round trip flight with Japan Airlines for $1280, which sounded too good to be true considering JAL is one of the more expensive airlines and reg prices for them were around 1900 from Miami. He told me he can get that price as a deal vacation package if I booked a hotel in Tokyo with it as well. I decided to just book a hotel so I can get that price even though I won't be needing it since I'm staying with family while out there. After he booked it I received a confirmation email with the flight/hotel details.

I was pretty skeptical since I got such a low price and all the negative reviews I've seen online, so I called Expedia back later that night to reconfirm the booking. They assured me there would be no price change and the flight is confirmed. I then called Japan Airlines and they confirmed the flight with me as well and helped me pick my seat assignment for my flights over the phone. I think as long as you call and confirm with them and with the airline itself once you book your flight, you should be fine.

As a hotelier (I'm the partner of Prestige Hotel Istanbul and Boutique Saint Sophia Istanbul), I know that if Expedia reached the hotel and tell about this situation of the guest, hotel can waive any charges, and reschedule our stay and in exchange Expedia doesn't receive any commission for the unused nights and hotel doesn't receive the charge for the unused nights. However, I was really disappointed at Expedia. They did not support me, call me or try to contact the hotel or me whatsoever, so I was forced to pay for 7 nights in total and stay for 4 nights. This is the first time I used Expedia as a customer and this seems to be last time.

Till this time, which is February 6, 2015 by the way, I have sent several emails to customer care and got the response that "they will contact the hotel manager and get back to me." By the way, some of mails left unreplied as well. Is hotel managers that unreachable??? Is it this hard to get a response from a hotel and defend your customer?? I am so frustrated and disappointed at Expedia.

However, we did not worry immediately as we had booked through a reputable online travel company (that we had used many times) and were sure that there had been some mistake on their part that could be rectified. Long story short, after 3 weeks of lengthy phone calls where they promised to return our calls but never did, they eventually decided that they could not refund or reduce the cost of the flights and proceeded to explain that there had been A LAST MINUTE PRICE CHANGE which they blamed Lufthansa for.

They also said that there would have been a pop-up which would not allow us to proceed to finish the transaction. Of course there was no pop-up which they then went to admit. They also said the transaction screen would've changed the price before we hit the pay button so we should've been more observant and seen that. However of course we did not recheck the transaction screen as you do not expect prices to change within two minutes. I tried to argue that if this was the case then the transaction should not go through unless the customer consents to a price change.

The customer service supervisor Naveen said he would pass on this feedback and we would hear from them and then he cut the line short!! Of course since then we have heard nothing. They are blatantly tricking you into purchasing more expensive tickets by hoping that the customer does not keep rechecking the flight price. Anyhow, afterwards I did research on dissatisfaction by other customers and found a lot of different cases. So this is one more to add. The name of the scamming online travel company: EXPEDIA!!! Thanks for reading and beware ;-).

Ok so I call Expedia back. Rene picks up this time she tells me I need to go through the same process I just went through not 5 minutes ago. NOTHING BUT ROBOTS!! I EXPLAINED again the situation for mistake booked not more than 5 minutes ago. She tells me she has to call it's procedure. Ok I wait 5 minutes on hold. She comes back on the phone and tells me comfort inn will not let me cancel the reservation because it's been reserved for over 24 hours. I cant get a refund.

I'm losing it at this point because I had already called comfort inn and talked to Jazz who again tells me it's not up to them it's on Expedia. Any cancellation fees are from Expedia. As long as a cancellation is made within 24 hours they waive the fee. I was extremely irate that a customer service rep for the company would bold as you please lie to me! So I requested to speak to a supervisor. After waiting 18 minutes, I get to speak with Jareb (I had to ask twice to which he replied "I already told you my name once") nice management skills.

He proceeds to tell me that comfort inn is mandating policy. I listen to him try and fabricate and spin a reason I'm going to be charge for a room made in error and attempted to cancel once I got the confirmation email. The management of Expedia leaves a lot to be desired. Rude condescending belittling. What I liked best was his tone. That and the comments that he didn't understand my irate.

He was following "comfort inns" policy. Lies! Serious! I already called the hotel myself and knew "policy" this was a bold and in my face attempt to charge me. This manager didn't even know their policy. I read them. Expedia doesn't change a cancellation but hotels might. Comfort already said they needed Expedia to fax over the cancellation and they would process without a penalty.

So who was going to keep the $129 for a night when the room had been books @ $87. I'm becoming more irate. Jareb finally says the magic words. He doesn't like my tone. And he was prepared to refund me my full charge but now he wont. BLACKMAIL- EXTORTION? BECAUSE HE DIDN'T LIKE HOW UPSET I WAS ABOUT BEING LIED TO BECAUSE I CONFRONTED HIM ABOUT POLICY. HE WAS NOT INCLINED TO HELP ME OR REFUND MY MONEY. DOES EXPEDIA KNOW THIS IS GOING ON? TOP NOTCH EXPEDIA!

I was allowed to speak to a very-rude supervisor who began to warn me ("this is your first warning") as I complained, telling me that not only would she not help me but that any hint of anger or frustration in my voice would result in her hanging up. She gave me "two good options," according to her: they would be happy to "do nothing for me" (option one) or my infant could take a trip later in the year (as infants so often do). When I pointed out that neither option really helped me in any way she became very angry with me. I thought it was unfair that she should be able to be angry with me so I ended the call. Will never use expedia again.

When I wrote to Expedia customer support, they wrote that Expedia does not have a Sri Lankan site and it automatically goes to the Indian site. They also wrote that the Rps was clearly that of India, but this is not true since the country of the currency was not indicated. I would therefore like to put my case into dispute and make a complaint about this treatment which seems more like cheating to me.

I have been purchasing tickets from Expedia for many years and have NEVER been placed in such a situation. I believe this is shameful for a company that claims to provide the best services. Furthermore, I spoke with your representative Shiv ** who basically told me that it was my fault that I had not paid attention that the computer was on the Indian rather than the Sri Lankan site. This is a very bad excuse, especially given that many who do not speak the language and/or are not computer savvy could have been easily fooled.

I had bought travel insurance through Expedia to cover situations like this, but Expedia said "since Etihad declared me to be a no show" the travel insurance that I purchased from Expedia was void. So I had a rather expensive trip from Mumbai to Paris and basically wasted my money buying trip insurance through Expedia. I also had to pay extra taxes on my room in Paris by booking it through Expedia, which I didn't have to pay when using www.booking.com. Etihad said they were unable to allow me to fly out on my next flight because I had booked my tickets through Expedia. That sounded like a weak excuse to me, but the bottom line was, neither Etihad or Expedia were willing to provide any assistance through customer service.

Details: We are a group of 5 families trying to book a vacation to a resort in Mexico. On 1/25/2014 at midnight we called Expedia to make the reservation. After spending 2 hours on the phone to complete the reservation, when the final confirmation email came through we found that there were several errors in the reservation. Even though the service was for group booking instead of having one consolidated booking the service agent made 3 separate bookings for 6, 6, and 5 (it appears the agent was also running into the unusual 6 person per booking issue).

More egregiously, the total number of folks in our party are 17, however total guests in the rooms totaled to 12. Since it was a All-Inclusive resort, it was even more important that all guests show on the hotel room reservation. Some rooms should have had 2 adults and 2 kids, but the representative only booked for 1 adult and 1 kid. Not only that, kids of some parents were booked with different parents.

The next morning we kept trying to contact Expedia phone customer service and facing the following problems: 1. The call to the customer service consistently disconnected abruptly while talking or while being on hold for hours. And then we have to repeat the whole process all over again. Multiple folks in our group have experienced this issue. We tried calling through land line and different mobiles to rule out an issue on the phone on our side. 2. On one instance the customer service claimed that the hotel's reservation office is closed on Sunday and they would follow-up the next day. However, after that I called the hotel directly and confirmed that their reservations is in fact open. 3. On another instance while discussing it with one of the supervisor, we sent an email to travel@customercare.expedia.com and got a case number back. On some of our future calls to customer service, they couldn't even find our issue by the case id number.

We were on the phone for more than 6 hours to try to get the issue resolved, however no solution. It felt that Expedia charged us $21,000 and once they had the money they do not care about their customers. Finally we called Expedia to cancel our booking, and since it was booked on Alaska Airlines and within 24 hour we were able to cancel the booking. That itself took 2 hours!

In totality we were on the phone for close to 10 hours at least including booking, trying to get the issue resolved and cancelling. We are all surprised at the response that we have received from Expedia on this issue. An error that was introduced by an Expedia representative, costed us several hours of stress, and spoiled a Sunday for several of us that we would have rather spent with my family. For a lack of a better term, this experience with Expedia has been traumatic.

For us a vacation that was supposed to be relaxing and energizing, Expedia caused us enough anguish that we considered dropping the vacation plan. We wrote an email to Expedia leadership explaining this whole incident and haven't since heard from them either. I understand that errors can happen while making reservations, however I expect that for a company like Expedia to correct such errors promptly and not subject their customers to such a painful process.

Since Expedia caused us the inconvenience, they agreed to pay for a little extra expenses. My husband spoke to them enormous times before our departure to Punta Cana. According to Expedia, everything was all set. We would get 2 one bedroom suites at Alsol and everything was all paid for. When we arrived at the Alsol Christmas Eve, the receptionist told us that there was only one bedroom paid for. They wanted our credit to pay for it then. This was about 10 p.m. Christmas Eve, we just traveled from Connecticut to Punta Cana, we did not want to argue too much. My husband gave them our credit card and decided to talk to Expedia afterwards.

A few days after, my husband talked to Expedia, they said they would credit us for the extra bedroom. So everything was alright again. We returned to Connecticut on December 31, my husband had continued to talk to Expedia to get us refunded as they promised. Talking to Expedia is very difficult. They constantly put you on hold. They gave all sorts of excuses, such as they were calling the hotel right now, they were calling the lodging department, Alsol manager is going for the day. Every time my husband talked to them, it was a two Hours event. They promised to get us refunded which has never come.

We booked our first hotel in August. The hotel was already booked by another party. They should have told us from the beginning. And tried to find us another hotel. But they waited on December 4 to tell us. Then they said they should solve the problem by finding us another hotel and pay for it. We did everything right and according to the rules. Throughout the whole thing, Expedia is very dishonest. They have tricked us from the very beginning. And they continue to deceive us. Future travelers, be careful with Expedia's tactics.

So here I am, in a foreign country, where I don't speak the language, with my luggage and no hotel room thanks to Expedia’s gross negligence! Once I found a room, I immediately emailed expedia and received their robot reply of "here's your case #. Someone will get back to you within 24 hours". Well, it is still FOUR DAYS LATER, and I still haven't heard from them!!!

I called them only to be repeatedly told it's not their fault. Then they told me they had sent me an email, which is a lie, and when I asked them to prove it and forward me the email. They went back to the "it's not their fault" lie!!! I had been using expedia for about 15 years, but after leaving me stranded in a foreign country, I will NEVER EVER use them again!!! DO NOT USE EXPEDIA FOR YOUR TRAVEL PLANS!!!

Yesterday I got an emergency email stating that my flight from Houston to Philadelphia had to be changed as it did not give me enough time to make my connection. The only option now was for my wife and I to take a 6:20 am flight to Philly in order to make the flight with my sister. They have not traveled overseas and would not travel unless we were with them and this was told to Expedia at the time of booking. I was assured it would be ok. I called yesterday, was on hold for a long time, spoke to IZA, who told me it was my only option. Asked to talk to supervisor and was put on hold for over 20 minutes only to get the same answer, take it or cancel.

Fortunately, my sister's flights have not changed, at least not yet. I called this morning and was hung up on both times. Called corporate office and was told the only option was to leave voice mail and someone "should" get back to me with 72 hours. My wife and I are senior citizens and getting up at 3:00 am to get to airport in time for a 6:20 am flight, to sit in Philly for eight hours prior to boarding to fly for 9.5 hours to Rome does not seem like something we can tolerate. Calling corporate seems to be a waste of time. I have made many trips to Europe using Expedia with not problems at all. What has happened this company?

Calling their customer service line in Manila is a joke. High background level of clapping, laughter and bells going off is very distracting. Last conversation with Iza was rude and did not try to help, just kept telling me that was the only option I have. After reading all of these complaints I see a constant pattern of very poor customer service with no caring to help at all. Once you book, you are stuck. I don't know where to turn... maybe the WA state Attorney General...

I ended up contacting Delta Airlines, explained the situation and also explained that I had become very ill and had to seek medical attention... I did receive a one way flight for $300.00 to get home. I am still out hundreds of dollars. I did finally contact Expedia customer service... what a joke. The woman mispronounced my name multiple times. And before I could explain my situation, told me there was nothing that could be done... then click. I will never use their business again and will tell everyone I know not to either. Poor service, 100% of their reviews are bad, no satisfied customers. Wish I would have read them before I booked my flights..

Now I have 4 tickets for 3 people, with one passenger double-booked and another passenger with no ticket. When I asked for resolution, I was informed that I have to resolve it myself by seeking a refund directly with the airline company and that there is no way for me to speak with them - I would have to log it on their website. I am now sitting on another $90.14 ticket that needs to be cancelled and spend more than that amount to get the fourth person booked on the same flight. My expectations of a more seamless and stress-free booking process with Expedia is the opposite of what I experienced. Instead, I ended up wasting my time, resources and then having no support to resolve the issues that came up. This is extremely frustrating and very disappointing.

On January 5, 2015 I contacted Expedia by phone and they said that my last e-mail including the TAP authorization was corrupted and requested that I forward it to them again and that somebody was assigned to my case and would get back to me within 3 business days. Today, January 30, 2015 I still have not heard back from Expedia. TAP insists that it is Expedia’s responsibility to refund me the airport taxes not used directly and without the TAP authorization.

I told her I was looking at the exact flights on the Internet and there were 50 different itineraries available for my destinations, and none of them costs more than $890. She put me on hold, and eventually a recording from US Air picked up telling me about the merger with American!!! The third call finally resolved my issue after another 47 minutes. I will NEVER EVER TRY THIS AGAIN and it will be long time before I ever buy anything on Expedia. Their people are in the Philippines. I want to talk to someone who knows the difference between Nashville and Nassau!

Moreover I had to pay $430 for an extra night at the hotel after paying you over $2100 including travel insurance!!!! I’m extremely disappointed at the way things were handled and I don’t know if this is the way you guys go about your business but I don’t think I’ll ever risk booking any packages with you. I hope you do better with your future customers.

My fiance attempted two times as well, with the same results (increased ticket price at the very end of checkout). He then called Expedia's customer service line where it took him altogether an hour to book my flight to San Diego. Altogether we spent a total of 3 hours collectively attempting to book this flight. I received my confirmation email from Expedia notifying me of round trip flight to San Diego had been successfully completed (for the same price it was listed online at!). My tale does not end there. Upon completion of transaction I noticed my bank account had 6 "pending transactions" from Expedia. At that point in time I was not concerned because the transactions were pending.

Fast forward to four days later. I am checking my bank account online and notice that Expedia had charged me TWICE for my ticket and the money had been taken out of my bank account. I immediately called their customer service department to figure out what had happened! Well at first she was only able to see that I had one flight. She tried telling me I only had been charged one flight. I responded "Well if I was only charged one flight, how come I have been charged twice?!" She then did some further information and alluded to the fact that another flight had been processed with my card on the same day to the same city with the same card but the confirmation went to a different email address than mine.

She also alluded to the fact that the transaction had been fraudulent. Well I demanded what Expedia was going to do to refund me. She mentioned that there was nothing she could do because American Airlines was closed on Saturday but would leave this for her supervisor to handle on Monday. In the meantime she would change the flight information to mine to make sure the person who had purchased the flight couldn't cancel, refund or actually use the flight. Total call time: 45 minutes.

Yesterday I checked to see if I had been refunded and noticed that I had not been. I called Expedia customer service again. Three hours later I had talked to a representative and "supervisor", both who spoke fragmented English, and they informed me that they would have to charge me a $75.00 cancellation fee. I informed them that I never purchased the second flight! They stated that I did because it had my information on it. I told them to look in their customer service records and case file and the THEIR EMPLOYEE had suggested changing the fraudulent flight to my information. I even stated that, "As you can see, this flight is not even on my Expedia account!"

Well 3 hours later we got nowhere. I called American Airlines and they stated there was nothing they could do as I purchased the ticket through Expedia (30 minutes). So after a grand total 7 hours and 15 minutes I called my bank and have filed fraud charges against Expedia. Here goes to an attempt to get my $400.00 back. Wish me luck.

I had read Expedia's policy. I knew seat selection was at the discretion of the airline, however Expedia falsely showed seat 25 D as available at the price of the ticket I was purchasing through Expedia when I was doing the transaction. Had it not been posted as such, I would not have gone through with the transaction since my son needs an aisle seat for his height. My credit card was charged immediately by Expedia. After my credit card was charged, I got an email from Expedia and the email said the seat was not accepted by American Airlines. I called American Airlines and the American Airline representative (who was very polite and professional), told me that the seat that Expedia had shown was NOT EVEN AVAILABLE at the price of the ticket I was charged, and that it was an "Elite'" seat not even available as Expedia had shown during my transaction.

The American Airlines representative politely explained to me that If I wanted to have a seat with extra legroom, the only available seats were 'middle seats' with extra leg room and I would have to pay almost $90.00 more for it. Even 'middle seats' with extra leg room do not work for my son since he needs an aisle seat and those were an additional $90 from the price Expedia had displayed.

I totally understood the policy of Expedia and I had read it beforehand, however, I feel that EXPEDIA WAS VERY DISHONEST in displaying that specific seat that was only available to 'Elite' members of American Airlines. Expedia had allowed me to select that seat only to find it was not only, "not available" for me to purchase, but that the only seats available with extra leg room were an extra $90 fee.

I called EXPEDIA immediately after I spoke with the American Airlines agent and spoke to the first Expedia representative (who was very polite) and when I asked to speak to her supervisor, she promptly and courteously told me she would put me on 'hold' and connect me to her supervisor which she did. Her supervisor (a male who I will not name) again explained the same policy (which I was totally familiar with). I told him I totally understood the policy of EXPEDIA and American Airlines, however EXPEDIA WAS VERY DISHONEST and had not only displayed but allowed me to select a specific aisle seat that was not available except to 'elite' members. I then explained to him that the only other option American Airlines told me that I had was to purchase a middle seat at an additional $90 more. (Expedia had not displayed that information at all during my transaction.)

I explained to the Expedia supervisor that I felt EXPEDIA not only displayed that seat as available but they allowed me to choose that seat (25D) and had immediately charged my credit card. As I spoke with this supervisor in a very calm manner, he kept repeating the same information over and over and over even though I told him I fully understood what he was saying and he had repeated that same information multiple times.

With the constant repetition of the same information to me, I felt that he was now speaking very condescendingly to me by repeating information multiple times that I told him "I already knew." I then requested to speak to His Supervisor. In total, I ASKED HIM 5 TIMES TO TRANSFER ME TO SPEAK TO HIS SUPERVISOR AND HE WOULD NOT TRANSFER ME! (Again, I won't disclose his name in a public forum, but I have all the specific details including names of all representatives, times etc etc.)

As I continued to be very patient with this supervisor and again request to speak to HIS SUPERVISOR, he again was very unprofessional and condescending and told me that his supervisor would just tell me the same thing as he was telling me! When he kept repeating the same information to me, I told him, I felt he was now treating me in a very, very condescending and (I felt) arrogant manner. I told him that I read the policy before the purchase and I re-read it after the purchase, I heard the information from the first Expedia representative, and I had now heard that same information in total at least 8 times! I ASKED HIM 5 TIMES TO BE TRANSFERRED AND HE WOULD NOT TRANSFER ME TO SPEAK TO ANOTHER SUPERVISOR! When he started to repeat the policy information again, I calmly told him "our conversation is now ended, I've asked you to transfer me 5 times and you wont, I'm hanging up now." I then hung up.

I hung up and I went to the EXPEDIA website and I CANCELED MY EXPEDIA RESERVATION! (Free cancellation if within 24 hours), however those funds are now tied up for approximately 5 -7 days. I am currently pursuing this matter through the Better Business Bureau, and the responses I have received from Expedia representatives are exactly the same response I received from the representative I spoke with. EXPEDIA IS NOT ATTEMPTING TO RESOLVE THE PROBLEM IN ANY WAY. What I do recommend based on my personal experience in dealing with Expedia is: DO NOT BOOK AIRLINE TICKETS THROUGH EXPEDIA!

I would recommend booking directly through the airline where you know the truthful information right at the time of purchase regarding seat selection and all of the airline's policies. I feel that Expedia gave false information on what seat was available based on the cost of the seat I was purchasing through Expedia's website. EXPEDIA QUICKLY CHARGED MY CREDIT CARD and then I spent almost 2 more hours finding out the 'truth' about the seat I thought I was purchasing through Expedia. Even though I was able to cancel my reservation through Expedia, my funds charged by Expedia were not available for 5 -7 business days.

Because I do not have additional funds to purchase a ticket since my money is tied up with Expedia, I am not able to purchase my "CHRISTMAS GIFT TO MY SON" that was to be 'A SURPRISE CHRISTMAS GIFT" of a plane ticket to come home for Christmas and spend with his family. I hope that through my personal experience, I can alert others to what I experienced to be FALSE ADVERTISING BY EXPEDIA IN BOOKING AN AIRLINE RESERVATION. I hope that others will consider the information I have presented. Until Expedia is truthful in their advertising of seat selection on their website, I personally would never book through Expedia again. Also please consider, that once booked, even though a consumer is able to cancel the transaction within 24 hours, the funds will not be credited for approximately 5-7 BUSINESS DAYS to the credit card it was charged to.

On 31/12/14 we flew back to NZ with Air NZ as our airline Virgin Aus was not flying to Auckland for another 2 days. The day after we landed (1/1/15), I called Expedia to cancel the unused VA flight. They were in the middle of a party when I called but the guy I spoke to explained there was no problem cancelling the flight, called VA and told me there would be a full refund issued within 15 business days. Great I thought!!!! After 10 days I called to check the status (10/1/15) and was told it was coming and would be with me in a further 5 business days. 15 business days came and went and I called them on Sunday past 25/1/15. I spoke to a guy who put me on hold for 30 mins while he read the case file. He then came back and said he needed to call Virgin and put me on hold for a further 20 minutes then I was cut off.

I called back immediately and got the same man again as soon as I explained who I was, I was cut off again. He blamed a system error. I called back after this immediately again, but got a different person, a lady this time. She informed me that the refund was process and I just needed to speak to Expedia billing department to arrange the transfer. I didn't have to do any of this to cancel and refund the hotel booking. The billing department would not be open for another 2 hours so I would have to call back later.

I called back the following morning 26/1/15. This is where things got really bad. I was put through to a gentleman called Naveen. I told him straight off I would like to talk to billing. He told me he could help. And put me on hold for 10 mins. He returned to inform me that there was no refund on my account and that my return flight had been forfeit. I explained that all the previous people I had told me I was being refunded in full and that I just needed to speak to billing. He didn't apologies once for his colleagues mistakes as he put it himself. But he said he would call VA to confirm the flights were forfeit and placed me on hold for 35 minutes.

After this he came back and said that the flights were definitely forfeit. As if we had read the fine print in VA's Ts & Cs, we would have seen that if you travel part way on a return ticket, the 2nd half of the ticket cannot be refunded. I explained that the itinerary said all tickets were refundable, he said that it didn't matter. I explained that the flight was cancelled well in advance of the trip, he said it didn't matter and kept saying it is the airlines fault. I had been on the phone for over an hour at this point and getting fed up of going in circles. So I accepted what he was saying and asked to get it in writing so I could submit a claim to my travel insurance.

This where things get very suspicious. He then asked, would I hold another few minutes as he would need to speak to the airline. After another 15 mins on hold, he came back to tell me that the airline would in fact refund my flights in full???? I asked how long this would take and he mumbled something that sounded like 15-19 business days. I asked him to repeat and what he had said was 40-90 business days!!!!!! I asked how it could take so long and once again he blamed the airline. Despite all the previous people telling me it would take 10-15 working days. He also mentioned that I should call back in 2 weeks to confirm the refund has been processed. I agreed and we ended the call.

Then this morning as I arrive in work, I get a call from Naveen to inform me that he was just processing my refund and had noticed there was a mistake and the amount I would be getting back was some $200 less than he had told me the day before!!!! I asked since he was processing it now would it come through any quicker to which he told me 40-90 business days. The other interesting thing here was he was able to call me something all the reps had claimed could not be done if the call was dropped.

Terrible company, terrible service. AVOID AVOID AVOID. How more people don't know about these fools, I don't understand? I called back 2 hours late to be immediately placed on hold for 35 mins. I gave up and tried calling back after another hour. Again I was straight on hold for 45 mins until I was once again cut off!!! This was midnight NZ time. I called again the next morning.

Earlier calls to Expedia are unrecorded but I have since spoken to Muriel on 20 October, Jules on 28 October, Caroline on 5 November, Princess on 12 November, Angel on 10 December, Mark on 30 December and Cece on 2 January. It's become clear that Expedia have no intention of refunding me and are just "wasting my time" until I give up. If you book with Expedia then hope everything goes well, because they don't refund, even when they say they will.

Upon finding this error, today, I tried to get it corrected. Expedia said I would have to pay $200 per ticket and the difference in flight cost but that they would immediately refund the $200 per ticket as I had purchased trip insurance. They then employed even more deceptive practices because they wanted to charge me a $273.10 difference in ticket price above what I paid in Nov 2014, but I could purchase the same ticket at full price for $262 on Expedia. Some tickets that day are as low as $202. So Expedia changes my flight details without my consent then refuses to give me the tickets I originally paid for; wants me to pay $473.10 per ticket to fix their mistake then wait up to 2 weeks to get $200 per ticket refunded. This is a highly deceptive practice that needs to be stopped.

After some back and forth a VERY nasty supervisor named Esie comes onto the line and admitted no fault to the false advertising or slow system updates. When I explained, the agent the day before told me I was good. The long story short, told me tough luck. Now getting someone to expedite the refund is a nightmare as EVERYONE keeps hanging up on me... I WILL NEVER AGAIN USE EXPEDIA.COM, they DO NOT believe in CUSTOMER SERVICE and I am now left watching airfares disappear before my eyes.

I get a reply back stating that the vacation I found for $364 cheaper is not "apples to apples". However, all things were identical, except for the price. In speaking with the customer service representatives, first it took 72 minutes to find someone who was able to discuss the phony guarantee, then they kept saying "sorry sir, it's not apples to apples". This guarantee is a scam!

I didn't pay for the rental of course, and I am in the process of getting a refund for the mandatory car rental "insurance" that they force you to buy while driving a car in Mexico, but that you pay for "in advance" through Expedia. I had to go back to the airport from the rental car company and find another company to rent a car from. I actually ended up renting from Dollar, who gave a great deal for the week. $280 everything included! (Tax and "mandatory insurance"). So BEWARE of reserving cars out of the country from Expedia (probably with any car company).

They also messed up a later flight - booking a wrong flight. They said - either have a $200 coupon or we will have to escalate the problem to 'Corporate' - but if you go to corporate we won't give you the voucher. Having been on the phone for 2 hours - I was happy with the voucher. Guess what - they now claim it can't be used on flights. What is more... If you try to redeem the voucher they increase the cost of the flight. I've just tried to use the voucher again and they have put me on hold for another 1 hour 30 mins and cut me off twice. This is only a sample of the last 3 weeks. I WILL NEVER USE EXPEDIA AGAIN - and I think they should be investigated.

But then I was told my hotel was a loss because I did not change the hotel at the same time as the flight. This was due to the fact that the Expedia agent could not get in contact with the proper person at the resort to change the cancelation to the new dates. The agent was supposed to contact a supervisor at the resort the following morning and call me back and never did. In the end, after fighting with several agents and waiting for return calls that never happened, I demanded to speak with a supervisor at Expedia. She finally changed the hotel reservation and I'm hoping when I get there I'm not sleeping on the beach for 8 nights.

I want to be compensated. I'm so upset right now and furious that they think they can just bully people, tell them its their fault and they'll just go away. Expedia, I'm not going away and you will compensate me for my loss due to the time the other reps wasted. I could have made my flights had your staff put me through to Corporate from the get go.

When I called other agencies they stated that Expedia still held the tickets. This was a deflection, as Expedia was unaware of how to resolve this situation. When asked to speak with a manager a female identified herself a a manager named "NICOLE," placed me on hold longer, and they asked if she could call me back. (It was already 10 pm in the evening). "Nicole" never called me back. December 19th 2014 - I speak with a more competent manager at Expedia the following day. When relayed the situation from the previous night, he snickered and was surprised that about my dealing with "NICOLE" alluding that she was not a manager with the agency. This gentleman told me that he could assist me in changing the return ticket but I would have to land at my final destination and THEN call EXPEDIA. This gentleman quoted me at $300.00 to change the ticket for my return flight, which I was happy to pay.

The validity of this is still in question and due to the fact that all customer service personnel reside in Manila, Philippines language barriers interfered with any resolution. This made things exponentially more difficult because when I did reach my final destination and tried to change my ticket, I was told it would cost the same amount as purchasing a brand new ticket. December 23, 2014 - at George Bush Airport we discover that Expedia failed to send emails on our updated flight information and our plane had left. We checked our flight information and believed we were on time, but Expedia had emailed up the wrong confirmation number to a flight that did not correspond to the one we were supposed to board. Luckily, we had a helpful ticket agent at Aero Mexico who was able to help us.

Simultaneously, we called Expedia from the airport to see if they could assist with our troubles and the manager I spoke with, "Justin" was outright demeaning, rude, and a deplorable representation of Expedia or any customer service professional. I let him know of the litany of troubles from the flight leaving, no email communication from Expedia, and he said it was "my responsibility". This is what we pay Expedia for - to handle the simple details of our flight.

When I advised him we were being helped by a ticketing agent he incredulously said "she is helping you without a fee!?" This furthers the contention that Expedia is solely interested in profit - cutting customer service by placing in the a third world country of the Philippines where your paying customers cannot communicate and reach resolutions on their requests, and the fact that Justin was upset that Aero Mexico was helping a pregnant woman and her husband because it was the right thing to do. Three months pregnant, the failures of Expedia at providing baseline customer service do not meet their mark.

I was transferred to the supervisor that stated she was aware that I was upset with the airline canceling my flight. I told her that the cancellation did not upset me; I wanted to know why I wasn't informed of this change, and what I can do to fix this, as I am unable to take a day off of work, book another hotel room, etc. for this trip that we have already invested thousands of dollars. I was again told that I was notified of this change. We reviewed the emails I received in September about the change in time, but again no notification of date change. I was then put on hold for a long period of time. When the supervisor returned, she said "yes, you were informed of the date change". I asked for the date of that notification, and the response was "it was sent on..." and then the line was disconnected.

I called customer service for a third time, immediately asking to speak to a supervisor. Once connected, I explained the issue and was again met with the response that I was notified by email about the change in time. I then asked to speak to a manager. After a long period of time on hold, I was transferred to a corporate manager. I explained the situation in detail, and was then told that I had received notification. When I started to disagree about the extent of notification, I was reprimanded for being "extremely rude" and told that I was not to interrupt. I was then read the list of communication that I had received concerning the change of time of the flight. I agreed that I had received that notification, but again stated that I had never been notified of the change in date.

I was then told that it was my fault for not checking my itinerary. When I asked how I would know to check for date changes, I was told that I should always be checking my itinerary. Again, I asked how I should know that, and I was told this was my fault - I should have been checking my itinerary. I was confused why I would receive notification of changes in time, but not dates, and again she stated that it was my fault for not checking my itinerary. All I wanted to know was why I wasn't notified and how to solve this; the manager quickly told me that I was wrong and made me feel at fault. I then asked for a refund. I was placed on hold for nearly an hour. When the manager returned, she stated that the airline will issue a refund in 7-10 days. I hope this is true and I will be following up.

During the 3 hours on the phone with your company, not once was I offered an apology or a solution. The focus of the phone call was more on how I was incorrect as they attempted to make me at fault. I do not blame Expedia for the flight being cancelled; I understand that this happens. I just do not understand why I was not notified of the cancellation, and why the entire phone conversation was built around trying to prove I was wrong about being notified? I do not understand why someone up the chain of command did not simply say "I apologize for this confusion, let's see if we can find another flight". Instead, I was met with more aggression as I moved up the command.

I called Expedia and shared this information. After various calls, transfers, and being on hold for an hour, an Expedia supervisor stated that the only way I could get what I was looking for was to pay an additional $1,000. If I would have known this back in September I would have budgeted for this and gotten what I looking for. Expedia did not take responsibility for their customer service rep’s miscommunication. Expedia, this is all documented in my itinerary, shame on you!

On 1/10/2015 at 3:20pm CST - I called Expedia 1-866-327-8682 and selected option #3 (notified by Expedia that airline changed flight schedule). I spoke with "Annabelle". I explained my concern and she explained that US Airways had "already processed the tickets and therefore they had control of the tickets" and therefore she would transfer me to US Airways.

At 3:32pm CST - "Annabelle" with Expedia transferred me to Stacey with US Airways and she explained that her records indicated the tickets were "issued by Expedia" and therefore Expedia would need to do the change. She was very pleasant and suggested that I do a three way conversation with Expedia and US Airways. Stacey also said she would notate our conversation in her "remarks" section indicating Expedia had accepted the change and therefore they were responsible for making the adjustments.

At 3:56pm CST - I called Expedia again and spoke with "Mark" at the same phone number mentioned above. I explained all of the same plus the information Stacey at US Airways had shared with me including the three way conversation option and her notes in the "remarks" section, etc, etc. Mark with Expedia put me on hold multiple times as he discussed the information with his "help desk" then his "support team" then his "Supervisor, Diego".

At 5pm I was still on hold with Expedia and nothing was resolved. "Mark" said his "support team" recommended that he call US Airways. Mark told me he spoke with Mary at US Airways and that Mary told him "I had authorized the flights and therefore the tickets had been reissued" so there was nothing he could do to assist. I asked Mark why he didn't do a three way conversation to include me (his customer). He replied "I don't have the ability to do a three way conversation". I questioned his answer and Mary’s conversation with him. I was completely confused since the conversation I had with Stacey at US Airways wasn't at all what Mark with Expedia was telling me. He insisted he could do nothing, and I requested to speak to his supervisor.

At 5:10pm CST - I was greeted by a very angry loud man yelling at me through the phone asking me what I wanted and why was I bothering him. I tried to explain but he kept yelling. As I started to cry I asked if I could be put on hold for a minute so I could compose myself. He complied for a few seconds then started yelling again saying he did not have time for this conversation and he wouldn't allow me another minute and he could do nothing to rectify the situation. He said he could offer me a different set of flights for a fee of $200.00 each (x6) and that was it - he told me to make a decision immediately or he would hang up.

At 5:14pm CST - while I was on hold with Expedia I quickly dialed US Airways - I wanted to know for myself if indeed US Airways had spoken with Mark at Expedia and if US Airways had told him "I authorized the changes and the tickets had been reissued". I spoke with Debbie at US Airways - at this point I'm completely bawling and flustered at what has taken place and that a supervisor with the travel agency Expedia was yelling at me on the other line. Debbie was so pleasant and so comforting and understanding and patient. She read the remarks and explained that Mark was not being completely honest about his conversation with US Airways. I asked Debbie if I needed to keep Diego, the supervisor with Expedia on the other line and she said she would handle it - she probably could hear him yelling at me. She said I had endured enough ridicule, bullying and run-around by Expedia and she would handle everything without them.

At this point I had been on the phone since 3:20pm CST, I was suppose to be at work at 4:30pm but I was still on the phone until 6:26pm. All because Expedia tried to pass the buck and the blame and the cost onto US Airways. I understand changes occur in flight schedules but I think Expedia handled it terribly. I will never do business with Expedia again. I was their customer and I got treated like I had done something wrong. The supervisor tried to scare me and succeeded. He threatened me saying I had to make a decision or that was it. He threatened to hang up on me and continued to yell into the phone although I'm sure he could hear me crying. Terrible customer service to say the least! The bottom line is Expedia accepted a change on my behalf and didn't want to accept the responsibility to correct the change in order for our party to reach our connecting flight. Expedia did not want to lose $1,200.00 so they continued to blame someone else. Expedia would have lost far less in the long run if they had handled the situation differently.

After 2-3 hours speaking to representative and getting no assistance I was told by a rep to contact the Best Price Guarantee and notify them of a lower rate that the rep was seeing, and notify them of my own rate. I submitted to them 3 more times, I submitted to the bpgreview@expedia.com. After receiving a letter, I contacted customer service again. I was told I had to wait 2-3 for a resolution not based on the fare or prices I was quoted, but based on the hotel and what they wanted to do. I was told they may or may not cancel my hotel so I may be stuck with a fraudulent charge or I maybe traveling without a place to stay.

I feel like they are putting me in two very uncomfortable situations and one where I may be stranded in some foreign country. I think they are ill-equipped and unable to handle the customer service aspect of customer service. They were unable to give any resolutions prior to my departure time in less than 24 hours.

At this point I had already ran to the bank to put money in the account so we do not overdraft that account, they let me know that they are not sure why I got an invoice for $1510 because they show that my charge was for $1160. Felicia called me back and says that she sees it was my fault and I clicked on the wrong day, so there is nothing she is going to do. She then says "well you're all set for March", I told her I do not need March - we cannot travel on those dates, we needed 2/14, what we booked. Not sure how I made the mistake but somehow I get a mixed up invoice and wrong price.

So now I tell her I need to cancel that because we cannot go and she now puts me on another hold and I wait about 30 minutes for her to come back and say "ok it is all cancel." And I ask how long will it take to get the refund, and then she says "I have to ask the cruise line." Now I am confused, I booked through Expedia but the cruise line charged us? So now the cruise line tells her 7-10 business days. Great, so now we are now stuck with no cruise and our money is now tied up for about 2 weeks and we are planning on leaving in a month.

So I call back to try and speak with another supervisor there and get a guy named Jonathon. He goes over with me, that he sees it is my fault but sees I was looking at 2/14 on 3 different parts and then when I went to book it switched to 3/14, but can't tell me how I got to that since I chose cruises in February. I look at your website and see that if you pick February as the month you want to leave, it might put a few dates in March on there as well, so why have you pick a month then?

I am also confused how you see I was booking for 2/14 the whole time and then it moved to 3/14 when I chose a different cabin. I asked him about customer service and said is not the first thing to apologize and try to make the customer happy whether it is there fault or not? He agreed and then I asked, "so we see that there are mistakes on both sides, you say I picked the wrong date but you sent me an invoice that shows wrong info and pricing". He also agreed to that so then I asked why they never tried to resolve the issue, offer to see about other cruises or other trips, maybe apologize for the inconvenience of having to run around after thinking you over charged me. Nope he response was "so you want us to hold your hand and find another trip - that's not my job - that is what the cruise agents are for".

Now I am a hotel manager of a 4-diamond property that has account with Expedia, I asked Jonathan if he felt that telling a customer that "you want me to hold your hand through the booking process" was an appropriate thing to say. He responded with "yes you're asking me to hold your hand through the booking cause you made a mistake on booking". I said I never asked for that, I asked why as a supervisor of a cruise customer service department, that no one there wanted to even try to find a resolution to the issue.

I also asked why they don't have on the website that you are having the cruise ship process the payment and not Expedia, and does he think that maybe that is now an inconvenience for a customer 'cause now they have to wait 7-10 days without being told. He agreed and stuck with "you booked wrong and there is nothing were going to do". In all my years in the service industry, I have never come across such awful customer service and the worst part is that it is your supervisor telling your customers this. This has really made me rethink having your company as part of my resort.

On 1/9/15, at 8:00am, I contacted Expedia and spoke to Carla. She confirmed with me there was a system error that appear to have occurred in that the "Urgent" email had incorrect information, was received late, referenced another name on the booking, and that my correct booking number ** did not carry over my husbands name on the reservation. Carla later advised me that unfortunately the cruise was now sold out and Expedia would be unable to correct this mistake. I immediately asked to speak to a supervisor and was transferred to Brian. Brian stated that I am my own travel agent and that I must have input something incorrectly. I tried to explain to Brian that my information was input accurately. My credit card information was correct and I confirmed with Citi card that Expedia never attempted to charge my card, and that the email sent to me included an incorrect booking number, incorrect total, and was received on 1/8/15 after the deadline of 1/7/2015 to contact Expedia for resolution.

Brian stated that he didn't know why that occurred, but that my booking ** was cancelled and there was nothing that can be done to fix it. I expressed my concern, frustration, and aggravation with Brian as I did nothing wrong and as Carla confirmed, there seemed to have been a system issue on Expedia or MSC's end and that I, as the customer, should not be penalized for Expedia's negligence. I asked why someone didn't call me versus sending an email the following day, and Brian stated he didn't know. Brian spoke in a monotone voice, offered no apology, or resolution to remedy this situation. Our vacation has been completely ruined. We were cruising with my husband's colleagues and believed that the confirmation email from Expedia received after our booking online was just that a confirmation of our cruise vacation. I am so disgusted with the lack of empathy and customer service by Brian.

When I called up Expedia Call Center, they had no explanation of the charges applied and they kept arguing with me. I eventually got frustrated and cancelled my booking with Expedia. I had to even shell out $225 + 5% tax as the cancellation charges for no fault of mine. It was an extremely frustrating experience for me which led to just a monetary loss for me.

Our car rental company was SIXT. When I approached the SIXT representative waiting at the airport terminal, I was informed there was no car for me. SIXT had oversold their cars and my confirmation was invalid. I was stranded on Christmas eve at the mercy of other car rental sharks who instantly surrounded us with car rental rates of close to $200 per day. No other options were available. To top the whole experience off, I was informed by our new, expensive car rental agency that the insurance I had purchased was invalid and a scam, as no car rental organization in Los Cabos or Mexico would honor an "international insurance", with no local offices. This is the second and last time I will be left stranded by EXPEDIA.

Original Review: Jan. 7, 2015

Please save yourself a lot of hassle and do not use Expedia. We have spent almost four hours trying to cancel one night of our hotel reservation within the 48 hours required. Beware, you are not allowed to make any changes once you have checked in even if it is 48 hours before. This was never explained to us and there is nothing we can do. Horrible company.

I then called right away informing Expedia that there is a mistake on number of people on my reservation. Expedia said not to worry that they are now putting a request to the hotel for 4. Expedia assured me that everything will be fine. I asked that they will resend me a new confirmation which they did. The new confirmation came stated as CONFIRMED 2 adults, request 2 double beds, non-smoking room. "This Reservation is for 3 Adults and 1 child age 15". I then called again to make sure that I will not have any problem checking in since it stated 2 CONFIRMED (but not for 4). I was once again reassured that everything will be fine because on the request line reads 'This Reservation is for 3 Adults and 1 child age 15'.

Fast forward, on the day of checking in, after traveling over 10 hours to our destination, my worries were confirmed. The hotel did not take the request into account, only the number of CONFIRMED guests did matter. I explained to the hotel manager the scenario with Expedia. The hotel understood our frustration but they were working strictly by the book, and the book said 2 CONFIRMED adults. The hotel helped us get in touch with Expedia on the phone right then and there. Expedia at the time seemed very accommodating, again they reassured me that everything will be fine and that they were fixing this problem and there will not be additional cost to us (all of this conversation was on the speaker phone so all parties involved were aware of the conversation including the hotel front desk manager).

Expedia then told me, for now, in order to check my family in I needed to pay the difference to the hotel, while from their end they (Expedia) were fixing their mistake and will be sending the hotel the corrected reservation. And once the hotel has received the corrected reconfirmation (in two business days at the latest) the hotel will refund the extra charge back to our credit card. Needless to say the hotel had never received a corrected reconfirmation from Expedia and we did not get our refund back.

Today 1/06/15, I contacted Expedia by phone about the status of our refund. After 1 hour and 6 minutes of Expedia reviewing the recorded phone conversations (so they said), the booking records and of me repeating myself over and over again, Expedia still came back denying their mistake, and informed us that we will not get any refund because we only booked for 2 guests. It is now very obvious Expedia ignored any notes, conversations and promises and completely WASHED their hands. We are out of $3552.

We want to take this a step further with the legal help, but it might cost us more aggravation and money. Big company like Expedia knows this very well. It is too often these big companies get away with tricks and deceptions robbing consumers of irreplaceable valuable time, trust and resources and causing much aggravation and stress. My personal advice is please DO STAY AWAY from EXPEDIA. They don't stand by their mistakes! They make you pay for their mistakes!!!!

When we asked if there was any other way to get to our trip the Expedia agent informed us that we would forfeit our flight home if we did not book this extra flight. Minutes after booking, I went to the manager of the AirCanada airline and asked if there was something they could do. David, the manager, informed us that people miss their flights everyday and they could put us on the next available flight out, also that our original flight was delayed for an hour and they were not sure why we weren't put on it. He said to call Expedia and get our money back. When we tried to do this, Expedia refused to give the money back even when it was only moments later. They also booked us a round trip flight and used our same return flight from the first tickets, making us pay more for a second return flight we already had.

My boyfriend and I have called multiple customer service representatives only to be not called back or hung up on by one woman who told me "there is nothing I can do for you and we will not reach a resolution." EXPEDIA IS THE WORST COMPANY. Please save yourself the stress and horror and pay the extra $200 for booking through an airline. I will ensure I tell as many media outlets about Expedia and that I inform as many people as possible to save them from the absolutely horrible experience of using Expedia.

09.12.2014 - E-mailed expedia stating the issue that has not been resolved. They required me to call the customer care for security reasons. I made the call and I was told that the refund has been approved and will reflect in my account in 4 days maximum. 5.01.2015 - It has been a month and I have still not received any refund or any mail notifying me that my refund is under process. This is my second experience dealing with Expedia and I'm very disappointed with their service this time.

Then, due to absolutely atrocious customer service, we tried to cancel an upcoming trip booked through Expedia (also with travel insurance). After being hung up on and then put on hold for 40 minutes again, we were told that the travel insurance only covers the fees incurred through expedia and does not cover any of the airfare or airline fees. The supervisor stated "What it (the plan) does not state is that it does not cover any airfare or fees". Then why have insurance???? I read the insurance plan prior to purchase and multiple times while waiting on hold. It NEVER once states that it does not cover the airfare or airline fees. It CLEARLY states that "We will reimburse you, up to the amount in the Schedule for the amount of prepaid, non-refundable and unused Payments or Deposits that you paid for your Covered Trip."

In addition to the many other fraudulent claims, I found that the insurance only provides coverage in the continental U.S. Our trip is to the Bahamas. So, on top of all of the fraudulent claims made in the insurance explanation, they knowingly sell insurance that doesn't cover anything outside of the U.S. to travelers traveling outside of the U.S. This company is extremely fraudulent and deceptive. Absolutely no attempt was made on their end to rectify any of the situation and the only thing each representative could tell me was "I'm very sorry for your inconvenience".

It's important to say that my reservation was not refundable without any option to cancel. What made it worst is that Agoda.com were still offering the same hotel but with much higher price that the one I paid 3 months ahead, and when I arrived I discovered that the hotel I was moved to is under the ownership of my original hotel and they are simply making use of it's reviews and simply overbooking.

Bottom line I was stuck in a much worst and cheaper hotel that I would have never booked by myself. I ordered a beach hotel of the top 10 in Phuket; I received an uphill hotel in a different location. My recommendation, never book with Expedia, especially if you don not have the option to cancel your reservation. They are not taking any liability. When you need them, they are not there. Very bad experience that ruined my vacation.

I waited for about an hour under the rain at the hotel in hopes that they would find a resolution to this unprofessional and unethical mistake on their behalf. They let me know that they are able to give me a room but it has no air-conditioned which was unacceptable. I asked that they arrange accommodations for me at a nearby hotel as my room was already prepaid and reserved through the package I purchased through Expedia which means they had already collected my money. They let me know that they were not able to do this, that I would need to look for other accommodations and then put through a claim to Expedia to obtain a refund for the amount I had paid for my stay at Santa Barbara Hotel, which they were not able to honor because they purposely overbooked.

I went ahead and tried to find another place to stay but to no avail due to the Art Basel event going on at this time. After I waited for another 20 minutes they let me know that they were able to give me a room. I should have known better by now, I should have known the type of business they ran. The room they provided me with was the most disgusting, unsanitary, repulsing thing I have ever seen. I have traveled many places around the world and never have I come across something like this. I am sure that if the health department was to walk into this room, the hotel would no longer be operating. The room reeked of cigarettes, it was dirty, there were no curtains, and the bed was just the mattress. Unfortunately I had no other place to go as I was here for meetings and it was either take that room or sleep on the streets. In addition to the items listed above, there was no toilet paper, towels or soap provided. The bar of soap that they provided me with in the bathroom was used. I went out and purchased toilet paper and Lysol disinfectant spray.

During my stay I had unknown people knocking on my door during the wee hours of the morning 3:00AM, 4:00AM looking for people who apparently are regulars renting at this hotel and this is an assigned room for them. Although I asked again to be moved to another room the next morning because now I was not only concerned for my health, I was also concerned for my safety. They once again advised that they had nothing else available.

As mentioned before I have stayed at many hotels around the world and I myself worked in the hotel industry for many years and I have never in my life seen anything as appalling as this. I cannot understand how Expedia, being the reputable company they are, would promote this type of hotel and expose their loyal customers to a health and safety hazard as the Santa Barbara Hotel is. I send this to Expedia and I’m still waiting for a response, I think they don't care.

I called the hotel to see if I could deal with them directly and potentially cancel the order and then rebook directly with them for the posted amount I had confirmed on Expedia, or just cancel the reservation completely. They stated that there was a different amount posted on my reservation records on their side (that they could see) and after being on hold for a considerable time they stated that I would have to call Expedia directly, that they were powerless to make a change.

My issue with Expedia is twofold: Hidden fees that are not shown before hitting confirm should not occur, and if it was a glitch on the website it would be nice to be able to get in contact with Expedia quickly. Instead, I had to call Expedia several times and still haven't received a phone call. This is ridiculous. Secondly, the hotel that I booked with should have some power to deal directly with customers.

In PRINT it STATED that it INCLUDED: "UNLIMITED ALL DAY ACCESS" TO XCARET PARK for the "DURATION OF THE STAY". When we arrived at Occidental Grand Flamenco, myself and the front desk person looked at the "confirmation" email that was sent to me. It ONLY stated 2 Adults/2 Children, 7 nights. NOTHING ELSE... BLANK otherwise. The front desk informed me that the Resort's Max Capacity Policy was "2 Adults/1 Child" per room and once Children were older than 12, they were considered Adults. NOWHERE, I mean NOWHERE did it say on the Expedia website that kids are kids ONLY until age 12! Expedia ACTUALLY stated that a room could accommodate up to 3 ADULTS/3 CHILDREN, NO AGE LIMIT. So, they told me that I was out of luck basically. I panicked and was understandably upset. We were stranded there, in a foreign country, AT THEIR MERCY. I asked them if there was anything we could do because I was NOT going to have my daughters stay in a separate room. I thought, maybe they'll charge me an couple extra hundred bucks or something? Which I was totally willing to do.

NOPE! They told me that it would be an EXTRA 1000+ dollars in order for them to let her stay in my room! I was ABSOLUTELY FLABBERGASTED! But WHAT COULD I DO??? I KNOW that Expedia AND this Resort have some kind of agreement in place to benefit the BOTH OF THEM! I HAD TO PAY... I then overheard them say that they WE'RE GOING CHARGE MY HUSBAND 600 MORE DOLLARS, when he finally arrived! I KNOW for a fact I was being taken because I asked a different front desk person what their Capacity was per room and guess what? It suddenly CHANGED to 3 ADULTS/1 CHILD!!! Oh REALLY??? I wonder what went on there?! THIS HAS GOT TO BE CRIMINAL BEHAVIOR and DOWN RIGHT APPALLING that they can take FULL ADVANTAGE of people once they are stuck there out of their Country! SO SAD, REALLY SAD... If they think for 1 minute that we are people who just take things lying down, they've got another thing coming! Any advice anyone can offer us would be welcomed. Feel free to email us. Thank You.

I was put on hold, when he came back on he said that they could change the name and asked me what name we needed to change to. I kept saying it but he said he couldn't hear me, I tried shouting, check to see if I was on mute, put it on speaker phone, everything (I had full service where I was at as well). Not even 2 minutes he said he would be hanging up if I didn't respond. I was furious, and pretty sure he could hear me because he would wait till I stop saying anything to say he couldn't hear me. The call ended.

I called back again, I got another foreigner this time a lady. She said that there was no way to change the names, even though the previous agent said he could. I pointed this out, she had no response for it. She stated that since there were 3 airlines involved nothing could be done. She stated that we could just re-buy new tickets. I told her that I would not be purchasing over 2,000 dollars worth of airline tickets again when I have already paid that much. Also, our flights were totally full so there was no option of purchasing even one ticket with the correct name. She stated that I could maybe call the airlines myself. I decided that I would do so, but first I wanted to call Expedia one more time and talk to another agent since the first one said it was possible.

My third call I got another guy, he stated that it wasn't possible because of it being 3 airlines. If it was 2 airlines they could do it, but with 3 they couldn't (what kind of logic is that?). He also suggested calling the airlines. I called United first, they stated that the tickets were all issued by American airlines so I would have to call them. I called them. The lady there was shocked that Expedia wouldn't make the change. She stated for me to get to the airport early and with my marriage license and that they should be able to change it at the desk.

So the next day, we went to MCI and to the American desk early. The attendant had to call a manager to see what they could do. She stated that she couldn't do it because Expedia was the one that has to change it due to one of the flights being Liat (which is a Caribbean airline). I called Expedia, I got another foreign guy, he said he would have to put me on hold and call American to confirm. I was on hold for over 25 minutes and then the line went dead.

I called right back and got another man, this time he sounded like he was from the United States. I explained the situation and that the line was cut when I was on hold. He looked for any notes on the account. He stated that they couldn't change the name due to there being 3 airlines the only thing I could do is cancel the flights. He stated I could try to make a claim since I had bought the flight insurance. He told me that I would get flight credit back. I asked if the flight credit would be out all in my name or if the flight credit for my husband would still be listed under the wrong name. He stated the credit for my husband's ticket would be under the wrong name with the maiden as his last. I asked how I could change that, he stated I couldn't that my husband could just change his name to use it. I lost it when he stated that.

So, in the end we have lost over 1,000 dollars for my husband's ticket, since he can't use the credit nor can I get a refund. My credit is in limbo since I have to change my name to my married name, and they state they can't change names on credit. I have to change my maiden to my married since my educator's licenses are due for renewal and I need to do that in my married. Expedia customer service is the worst! They ruined our honeymoon and Thanksgiving, I will never use them again and I warn everybody else to stay way from such a horrible company. Book through a travel agency... You will have better luck!

That didn't seem right so I went back and ran through the booking steps again and sure enough, with the All Inclusive option checked again, the page refreshed and when I selected the same dates and same hotel, I was presented with the same 4 prices again.

And then I saw it at the bottom of the page. A tiny blue link saying "Show all rooms and rates" which really should be made larger and renamed to "Show what I actually asked for." And after clicking on it, there it was. An extra $99.16 a night for all inclusive. The price I paid at booking was not unrealistic either. I had checked on selloffvacations.com for a month earlier at the same destination and was presented with an all inclusive package at only $33 more than I actually paid for the non inclusive package with Expedia. It was not one of those cases where I should have thought, this price is too good to be true. If it had of been, I would have been more suspicious before booking it.

Surely if I filter by all inclusive, that's what I am asking to be shown. Just as when I am booking flights, if I filter by non stop only flights, I do not expect to only be presented with flights with stops and have to click through further to see only non stop ones. Expedia actually confirmed this on the phone. It was my fault because I did not understand the difference the way the filters behaved on their website between flight options and vacation packages. In other words, it was for me to know that if I filter by non stop flights, that is what I will be shown but if I filter by All Inclusive vacation packages, I will be shown anything but.

An hour and a half later on the phone after speaking with 2 reps that thought the same as me - if you search by All Inclusive, that's what you expect to get and they thought it was a website error and was trying to get an explanation of why it happened. Well, I finally got put through to Carla only to be told the entire mistake was my fault and took great delight in telling me what she was not going to do for me. I had to accept a full refund there and then and a call back within 72 hours. If I did not accept the refund before the call back, the refund would not be available by the time I got a call back. Also, I should have known how the website worked and that I would only be presented with non all inclusive pricing despite asking for all inclusive packages. And Carla has a special customer service skill in that she is grade A in shouting over you while you are talking to drown out anything you are trying to say.

In all, I have booked all of my travel with Expedia over the past 10 years. Countless flights, hotels through the Expedia and Expedia owned hotels.com and never have I experienced what the true face of this company is like until now. They could not care less that their website is misleading and dishonest in what it presented to me, Carla was one of the rudest customer service managers I have ever spoken to and customer care is completely non existent. I will be submitting a complaint to the Quebec consumer protection board concerning this company, will never do business with them again and would advise anyone else to do the same. Please ensure you book with a reputable company that has some customer service ethics, unlike Expedia which, from my personal experience, has absolutely no shred of.

I spoke with managers at Expedia and the Hotel and both parties referred me to the other. I recently found another hotel on Expedia which also stated that the resort fees were excluded. I wrote Expedia and this was their reply: "We do understand your frustration regarding this matter. This is the reason why, before we ask our customers to complete their purchase, we are requesting them to review the summary of their reservation." What is stated on their website is not what is included in the reservation. Please stay away from Expedia to avoid being overcharged. I am closing down my account and telling others to stay away.

I asked if I could cancel the first trip and book the same one at the lower price, and that wasn't possible, either! The flight was non-refundable. A couple of people I spoke to previously had suggested I use their travel agents, but I said I'd always gotten a good deal with expedia.com. Well, now I know NOT to use expedia unless I have no choice. Thus, I start my New Year feeling gypped, and sore at a company that's large enough that they should be able to extend even a bit of leeway to their faithful customers.

"I refer to documentation ID # ** made by phone to Ankett on the 22/10/14 and the promise to receive a confirmation e-mail within 24-48 hours and a refund within 7-15 business days. After 8 phone calls made since the 21/10 to the 8/12/14, I have yet to receive either confirmation e-mail nor the refund of my reservation. Please deal with this without any further delays."

I have also tried to lodge a complaint with Expedia.com (USA) but they got out of it by claiming they have nothing to do with Expedia - Australia. In short Expedia Customer Service was such a bad experience - NEVER AGAIN!!!

When I called to fix it they said the cruise was FULL and there was nothing that could be done and I also could not get a refund. NEVER EVER, EVER, EVER USE EXPEDIA TO BOOK YOUR CRUISE!!!!! They were not helpful AT ALL and basically said tough **! Don't ever book through them - especially if you need more than one cabin within the same vicinity. ALSO they ended up being $300 MORE PER CABIN than Vacationstogo.com and they would not give us credit for the difference either. Horrible Customer Service, more expensive than other sites and dishonest representatives, that is what you can expect.

She arrived at San Francisco airport 3 hours before the flight. Tried to get a boarding pass through machine, her request was denied. She called me in Saudi Arabia and told me what happened, I called Expedia to find out if there is a problem. They said, "No problem just tell your daughter to wait in line and go to the check-in counter." She waited one hour and it was her turn, the check in counter told her that her name is not on the reservation for 12:25 and that her original flight was cancelled. She broke into tears and my wife in Saudi Arabia was having a nervous breakdown. I called the corporate manager at Expedia after waiting and waiting on the line to get connected to her what seemed like eternity. I explained the situation to her and she said she would fix the situation and call me back. I was calling my daughter long distance every 15 minutes. American Airlines said they could not do anything. The flight took off and my daughter was still waiting in shock and tears. I tried to reach the corporate manager, they told me she was working on the case. Then I called my daughter and she said Expedia (corporate manager) told her she might have to wait 3-4 days before they could get her a flight. That was disastrous news. Then I gave up and called the Etihad Airways.

They looked into the situation and said it might take 4-5 days before my daughter could get a replacement flight. I said that is NOT acceptable. They told me that Expedia is responsible for this situation and that the only thing that can be done is to request a refund. What about my daughter's trip. She was collapsing with frustration and despair at the airport having been there for more than 6 hours.

I finally reached the corporate manager and she said there was nothing they could do further and that since I discussed the issue of refund with Etihad they assumed that was it. I was shocked. I said, "I called Etihad because for two hours I was waiting for you to call me but you did not." She said she was working on the case. I said, "Listen I want my daughter here with us for the Holidays and it was Expedia's problem and obligation to find the earliest and best flight to offer to my daughter not 3-5 days later. Since you can't come up with a better solution, I am going to look for a flight myself." I ended up buying my daughter a one-way ticket business class for $8,100. That was the only option that would bring her to Saudi Arabia within 2 days. She had to go back to Davis for one night, then catch the flight from Sacramento to Seattle to Dubai and then to Saudi Arabia. I spend all night dealing with this problem. Both my wife and my daughter were having a nervous breakdown while in different continents and I was dealing with all the stress calling different airlines until I found this flight.

Today I called Expedia and I asked for some compensation (other than the standard refund of the unused return ticket). I said this whole thing is Expedia's fault. They did not notify us of any flight cancellation or schedule changes; on the contrary they confirmed the day before and on the morning of the flight and on their website and on my mobile phone that the flight was at 12:25 with NO changes. I told them if I had purchased the ticket from the airline itself and I faced such a problem, they would fix the problem immediately even if they had to fly my daughter first class. If my daughter had to wait another day or two in the process the airline would also pay for hotel and other expenses. So, since this whole issue is Expedia's fault, they should at lead share part of the cost of the ticket that I purchased for my daughter (never mind 7-8 hours of longer distance phone calls and extreme stress that we endured). Their answer was ridiculous and shameful. They said they don't have a mechanism to compensate for such cases. I said "so if this is your answer to one of your best customers, you must be treating your regular customers in worse way."

I told the corporate manager that they have lost my business and I would never buy anything from them. If their business model is to just collect commission on sales and bear no consequences related to their system problems or operational problems that cause serious stress, financial loss and complications to their customers, then what value are they adding. Nobody needs such a lousy business. I am so disappointed at Expedia and I will never buy anything from them ever again.

I asked to speak to a supervisor explaining that I was not supposed to be assessed any fees. The supervisor came on and told me that I would have to pay the $200/person fee and then they would petition Delta to refund the fee and that it should come through in 3-4 weeks. I told him that was not explained previously and that Expedia needed to honor the process laid out by the employee who canceled the original tickets. To which he explained that he would turn it over to the Corporate office and ask them to review the tapes and that it would take 72 hours minimum for them to start the process. I asked him for his name, which he gave, and for the name of the person who originally canceled the tickets. It took 10 requests to get him to provide the individual's name and he kept insisting that I was threatening him and that he was trying to resolve the issue. I will never deal with Expedia again and I recommend that no one book any tickets with them unless they are certain they won't need to change anything and whatever you do, do not purchase insurance -- it is a complete scam!

I finally paid significantly more for the change to be made. But they then got this wrong as well and made changes to my wife's flights rather than my own. All in all - The staff is incompetent and rude to say the least. They will lie and drop your calls to save their own skin. There is no one to turn to in UK or US, so you're left with just the Indian staff. I was extremely Angry with the service as they wasted so much of my time and money for a small admin change. They bring bad name to the Airline (in this case Emirates) and I will never book with Expedia again!

Based on this, I did not use expedia for my booking and I ended up finding a different hotel which was great however, I have placed seven international phone calls to expedia and they have not refunded my money. My last conversation was with this "supervisor" called "Marcus" whom was disrespectful and patronizing me throughout the call basically letting me know I was not going to receive my refund. I could not understand due to his accent plus I was already angry so I ended up disconnecting the call since I knew I wasn't gonna get anywhere but this will be the first and last time I use expedia for anything. I lost my money, that's fine, but I am taking the time to write this so that you do not lose your money either. Do use this hotel or expedia. P.S. If you end up using expedia and for some reason need a refund of your money, be ready to be put on hold for a prolonged amount of time.

DEC. 24, 2014 UPDATE: I had to cancel a flight on America Airlines booked thru Expedia. I tried to re-book another flight thru Expedia with AA and was told that it could only be done directly with AA. AA told me that they could not apply any credit because of the way the flight was booked by Expedia. After spending approximately 2 hours on the phone with American Airlines and then Expedia, I finally got a supervisor at Expedia on the line. This person stated that he would book my flight with the credit I had from the last canceled flight with American Airlines. The problem was that the flight was $80 more than the posted price on the American Airlines website. I questioned him about this and he said that prices change every minute and that this was the lowest price for the flight I wanted to take. I declined to book the more expensive flight with him and went onto the American Airlines website and booked of the same flight for $80 less than the Expedia supervisor gave me as the lowest fare for my flight. I will never use Expedia again.

So I called Expedia and explained the situation and told them that the hotel said it would be no problem. I even stated that I wanted to cancel the one night because I did not know if we were going to be going to Houston at all. It would depend on health of my husband. She put me on hold and said that she called the hotel. I have my doubts that she even did that. After a good while, she got back on the phone and said the right person at the hotel was not there to take care of it because it was late but that she would contact them in the morning and have it taken care of. She told me that I would get an email regarding a refund.

What a relief having that taken care of with the worry about my husband. I did tell her that I wasn't sure if we could go at all and she said to just cancel one night and if we could not go to call and cancel the other two. We were able to go to Houston a day late but I never received that email or a refund. So I called Expedia and was put on hold. After quite a while, he got back on the phone and told me the hotel had my money and that I would have to contact them for a refund. So I contacted the hotel and she told me that Expedia had my money and that I had to contact them. I told them that Expedia told me they had my money and she put me on hold and said she would check. After quite a wait, she got back on the phone and said she would have to check with an accountant who wasn't there right then. She told me that she would call me the next day. I never received a phone call.

I went online and saw all the other customers who had received the same run around that I did. Expedia blames hotel and hotel blames Expedia and there is no honest outcome. This type of business should not be allowed. I have since mentioned this to a few people and have discovered a couple who have had this same type of experience. They never reported it. I have to wonder just how many people have called for their money and never received it and just did not know where to go with their complaint. I will never ever book through them for anything and I am going to write to the Sheraton and let them know that I will never book anywhere through a Sheraton again. Expedia I do not think will care at all but the hotel chain might. That might be wishful thinking on my part. My itinerary # **.

3rd call: This agent is better. She told me she wasn't able to apply the coupon on my booking. She didn't know what was wrong and had to transfer me to customer service. Okay. The gentleman in customer service put me on hold for a couple of times and then told me he didn't know why the coupon cannot be applied while it was still valid. He suggested that I paid the booking in full while the company would refund me 100 dollar (coupon value) on my booking. However, he can't help me finish the booking and had to transfer me to another agent to finish it. I agreed and then I was transferred. The agent whose name is Karen as I remembered was very slow and unprofessional. After I have given her my trip specifics, she said the hotel I would like to book is not included in the VIP hotel list and does not qualify for coupon. I told her it was as it had a VIP logo on the Expedia website. She was like "oh okay, let me check" and after 5 seconds, I GOT DISCONNECTED AGAIN!!!!

4th call: I spoke to the agent again about what happened and got transferred to customer service. The agent in customer service said she would like me to hold while she was going to look into my problem. There again, I GOT DISCONNECTED. 5th call: I was really frustrated and I call booking again and told them to transfer me to customer service as they can't retrieve the note on my previous phone calls. While I was waiting to be transferred, the line got DISCONNECTED!!!

OVERALL EXPERIENCE IS REALLY BAD AND DISAPPOINTING. It is a very simple problem and it seemed there was no way to resolve it with their customer services. First of all, there is no communication or notes regarding customer's previous phone calls. I have to repeat my problem every time I called and while I was transferred from one agent to another. Second of all, I was hung up all the time and it seemed there was no way to finish the conversation when a problem emerged. I have never encountered such an ineffective team! I have made the worse assumption that I would not be able to use my coupon. I don't think I would book with them ever again until they give proper training to their agents in customer service.

In total, I was on the phone with Expedia for over 4.5 hours (most of which was spent on hold) changing my flights, speaking with different managers, supervisors etc. each of which had a condescending attitude. In the end, I still had to pay the change of flight fee, despite the fact that the flaws in their system are what caused the confusion in the first place. In this process I was told all of the following by different employees: My flight could be changed for a $200 fee per ticket with no change in the price of the ticket; we could not change the ticket at all; that the fee would be over $700 dollars; and that the fee would be $200 with a change in rate.

Finally, when we made our change we asked them to send us a receipt confirming the price of the change. We were told "no", but upon asking multiple times, they were able to send us a confirmation of the money that they had charged to our credit card. Why this is not standard procedure only further confirms that this company intends to mess with their clients. Honestly, I feel as though this company does everything they can to mislead their customers, keep them on hold for as long as possible to wear them down as not to fight their rules, and confuse them with differences in prices. If you use this company please do so cautiously and get EVERYTHING in writing.

No one cleaned the room on 11/24 or 11/25. The “do not disturb” sign was taken off the door around noon each day. We let the first day go, but when no one cleaned the second day, we placed a call to the front desk around 3:30pm on 11/25. We were told housekeeping went home for the day. The toilet was slow to flush and the sink was slow to drain - although they fixed the problem on the day we reported it. The sliding metal lock on the sliding glass door was not installed properly. It took us almost three days to get it to lock, and we only got it to lock by using all our weight to pull on the door and then pushing the sliding lock in. I cannot imagine that this lock on the sliding glass door is acceptable to Holiday Inn audit standards. The TV programming and sound was completely messed up. For example, if we watched Anthony Bourdain “Parts Unknown,” the sound was for a completely different program on another channel. This occurred the entire time we were there. We did not report this to the front desk until the last day we were there because we assumed it was a problem throughout the hotel (e.g. cable related).

When we checked out on 11/27/2014, we gave a list of all the problems to Porshia, the front desk clerk. She advised us that she would have been happy to give us a discount if we had not booked through Expedia, but because we directly booked through them, she had no access to adjust our bill. Therefore, we took the problem up with Expedia when we arrived home.

On 12/01/2014, we spoke to Lauren at Expedia. She stated they would phone the hotel on 12/02 at 10pm when Porshia arrived for her normal work day, and they would contact us about the discount. On 12/02, we received an e-mail from Expedia stating that the Holiday Inn was refusing to give us a discount despite the numerous problems we had and despite what we had been told upon checkout on 12/27. We called the Holiday Inn and spoke to Porshia. She stated she would have to get a manager involved and that we should have booked directly with them. She stated they never recommend Expedia due to problems like this.

To put it bluntly, we were more than dissatisfied with the problems we experienced at the hotel. Finally, Porshia should have never offered a discount, period, if she was not authorized to do so. As a result, we have filed a BBB report, an Attorney General report with the state of Washington where Expedia is based, another one with our own state, as well as complaints against Holiday Inn. If you have experienced similar problems, I would suggest you file your own reports.

Capital One's extremely kind and professional representative told us that we now have a fraudulent block on our card due to TWO prior authorization charges on our card from Expedia. We ask her if prior to the block if there was an issue with our card and she said, "No, but we have had to block your card due to the same charge twice on your credit card from Expedia." We explained to her that this would ruin our chances of getting the trip at the price we were booking and was there anything she could do to help. She told us that she would be glad to call Expedia and see if she couldn't help find a resolution. This is when things went down hill, quickly.

In 30 minutes my husband spoke to 3 separate Expedia Customer Service representatives that each told him they did not have the authorization to do anything to help the situation. They were each difficult to understand, but did provide adequate customer service, however could not provide any assistance which is what we called for. After much frustration I ask my husband to hand me the phone and told the representative that I would like to speak to someone that could authorize anything to help the situation. We were loyal customers and as far as I was aware this was not the way you treated loyal customers. After 15 minutes of waiting, Karla **, a manager answered the line. She started with a calm tone and explained that there was nothing Expedia could do because we needed a credit card to book the trip. I again explained that it was Expedia's website that caused our credit card to be blocked by sending us an error message and placing prior authorization charges on our card causing a fraudulent block on our credit card. She told me there was nothing she could do about it and offered no solution as her tone became condescending and demeaning towards me.

She rudely explained that flights and rates fluctuate so they could not guarantee our trip price and we needed a credit card to book the trip. Yes, I had a very stern voice but not one time did I use any inappropriate language I just told her the facts that it was Expedia's website that caused us not to have a credit card and how could they tell us they could not use our card, put place 2 prior authorization holds on our credit card when we did not receive a confirmation, we received an error message. I also told Ms. ** that she was NOT what customer service was about especially to a loyal customer. At this time, our Capital One representative, that was also still on the phone, tried to come to a resolution so we could still book our trip. She was also told that was not possible so our Capital One representative ask if there were any vouchers we could receive for our trouble and after 1 hour and 45 minutes and 4 customer service representatives (1 being extremely rude) we were offered a $50 voucher and told that was all Expedia could do for us.

Our representative from Capital One tried to explain the Expedia website was what caused the issue on our credit card and asked if Expedia could place a hold on our trip (the way they placed 2 prior authorizations on our credit card that had a combined total greater than the trip) and she was told no. The Capital One rep then asked if Ms. ** could authorize the cancellations of the prior authorizations from Expedia and proceeded to remove these holds from our credit card. I then ask Ms. ** if I may speak to someone above her and in her same condescending tone, she told me that I would have wait 72 hours to hear from her Manager as that is Expedia's policies. That she could not promise me 24 hours because I would be madder if someone didn't return my call in 24 hours. I did tell her that Expedia might want to review these policies because I know if we didn't call our customers back in a more timely manner that we would lose business.

It is interesting to me that Expedia can place 2 holds on our credit card costing more than the trip, but will not work to hold our trip while we receive a new credit card because Expedia's website caused a fraudulent block on our credit card. It is even more interesting that Expedia would not want to bend over backwards to a loyal customer for years that has spent thousands of dollars using their booking site to book multiple vacations. Not once were we even offered ANY compensation for our troubles until another company asked if this was a possibility and then we were offered a $50 voucher and told, that is all she can do!

As I stated to Ms. **, I provide customer service training for the company I work for and I know we would not have a 4.4 rating on Facebook if we provided the same customer service we received from Expedia. I also noticed when I went to Expedia's Facebook page the ratings were not visible and the post I posted was not accessible (in fact there were not any outside posts on Expedia's page). Facebook is to correspond with your consumer; two-way interaction. I also manage the Facebook page for the business I work for.

Additionally, I know that when a customer receives positive customer service they are likely to maybe tell one person, but when they receive a negative customer service experience they are more likely to tell on average 11 people. In my case, I have shared it with my over 750 Facebook friends, many asking what happened because they also use Expedia. I have also shared the wonderful customer service I received from Capital One. I will continue sharing this story with any outlet I can find until there is an adequate resolution from Expedia. I have emailed multiple email accounts at Expedia. If you don't believe this works, please visit the following website to show what happened when ONE customer received negative customer service relations from United Airways. I also make the commitment to tell the positive story on the way Expedia handled and corrected this situation.

Unfortunately, my husband and I spent 10 minutes booking the trip, 30 minutes on call #1 with Capital One to find what has caused fraudulent activity on our credit card, 30 minutes with 3 Expedia customer service representatives that were not authorized to help the situation, 15 minutes with Ms. Karla ** the manager with a condescending tone and 20 minutes compiling the information to write the letter to get this issue resolved. I am extremely disappointed in Expedia. I should not be inconvenienced, to this extent, for an error on Expedia's behalf.

I ended my email with two comments to Expedia execs:

#1: Just as a reminder one of Expedia Inc.s strategies is, We are aggressive. We will grow and take share from our competitors. Looks like you could be losing a very loyal customer rather than taking share from competitors.

#2: I leave your company with this thought from Charles Swindoll, 10% is what happens in a situation and 90% is how you deal with the situation. I hope Expedia does what is right for their customers and deals with this situation appropriately.

After a very lengthy conversation (approximately 2 hours ... on my cellphone at my cost!) and back and forth with Expedia (including the hotel staff speaking with them), Expedia finally informed me that I would be refunded for the accommodation booking. This was on the 23 October 2014 and I have been chasing Expedia up for the refund which they keep saying will take up to 14 days to process. It has now been almost six weeks (today is 1 December 2014) and I have not seen any refund, nor have I had any communication from them to explain the delay. I would not recommend booking with Expedia, nor will I be using them again due to this experience. I just want my refund!

Yes, here comes the credit card bill, and I am charged for 2 nights. Called Expedia back today, and surprise, with Jeremia I got "disconnected" when he was going to call the hotel (why do they ask for your phone number when they can't call you back if you get "disconnected"). The next person said I had to explain via e-mail. Being old enough to recognize a goose chase when confronted by one I told the representative to please keep the money, if they were not going to honor their promise then that was the prerogative. While I travel a lot for work, this is about the first time I have used Expedia I believe. "Kick me once... shame on you", but Expedia will not be given to chance for a second kick. We had a deal, but it was verbal, and it turned out to be worthless. Disappointing.

Over the course of the 3 days we were offered: 2 days car hire, spa treatments, dinner for 6, all of which we declined due to our tight schedule. I enquired about the wifi and was given this as a goodwill gesture, yet when I asked for tea & coffee making facilities which our friends enjoyed in their hotel, our hotel wanted to charge 5 euros a day. I contacted Expedia as soon as I discovered we had been allocated single rooms and I have now e-mailed them and contacted them several times. Last week, I was offered a total refund of £62.50 + a voucher for £25 which clearly didn't cover the overpayment of the rooms by two of us, nor compensated us for the time wasted with the hotel staff on our short break. I was given an e-mail address at Expedia to complain to, but have not received an acknowledgement of my e-mail and have spent hours on the phone so far.

They told us that we were not allowed to stay there since it was a private residence and we had to leave!! We couldn't find any other accommodations so after spending over an hour talking to the manager, he agreed to let us stay. We contacted the man who had let us into the apartment the night before and he told us "just don't use the toilet and go buy new towels! " They had only given us four towels for four people for five days. It was insane. We were on hold with Expedia for over four hours and called back twice because they hung up on us. We ran out of our one roll of toilet paper on the first day and had to get our own. Then before we left, we were told that we had to clean everything ourselves and take out all of the garbage. It really ruined our vacation! The whole experience was so awful and I cannot believe that Expedia did nothing!!! We booked the room through them trusting their name and what a massive error that was. Hopefully you are reading these reviews before you choose Expedia!!!

The $2200 that I had paid would be refunded at some time in the future. That was 22 days ago and still I have not received any money back. However they have charged my credit card a further $230 for God knows what. I can't get that money back either. I have now spent over 10 hours on the phone in the last month trying to get my money back and are made the same false promises each time. Never use this company!!! What do I do??

Not only is the mistake on Expedia's end, it took the company 3 weeks to identify its own pricing mistake - which had been advertised on its site for more than 5 days making it very difficult to believe it was a computer glitch. During the more than 3 hours that I spent on the telephone with Expedia (2.5 of them on hold), I was continuously repeated the same disingenuous apology from several of Expedia's representatives. Furthermore, the same line was repeated ad nauseam we have a policy in our terms and conditions which allow us to cancel and/or reimburse the customer if the advertising pricing is not correct. Allow me to reiterate this was Expedia's mistake. For the record, booking the same room will now cost $839 more, which is not an option I would have considered in the first place. I find it appalling and unpleasantly surprising that a company, like yours, has shown such obvious disregard for its clients. I would certainly appreciate a real answer - with substance and arguments - from your team.

No one want to admit & take the responsibility, even some RUDE agents just dropped the call many times. Finally we've agreed that Expedia will cover the cancellation fees of 2 of 3 passengers and will book on the same flight covering rate difference, so I just agreed here the agent asks me for payment, I just told him, "you should hold the refund process and re-book the flight then make re-fund for rest of amount," but the seem to be robotic, refund process takes from 5 to 15 working days and my credit card wasn't ready at that time so he just keep telling me they can't guarantee the flight availability until the refund appears on my credit card. bla bla bla bla. 6 hours of bla bla bla. on last call the RUDE agent just dropped the call after connected me with Delta agent!

Anyway, Expedia may offer some good deals, but if you make simple google search you'll find tons of alternatives, plans not always go right, so I recommend to stay away from Expedia, specially if you're leaving outside US, Expedia's customer service is worse than ever worst customer service in poor developing countries in Middle-East or Asia.

Here is a short version of what happen. My girlfriend and I had been saving for over a year to take a trip to Jamaica. Unfortunately when we got to the resort we were transferred from room to room, given the cleanliness was an issue. When did find a clean room, one without condoms in the sheets, there was cockroaches in the room. Again we moved but room after room had issues, we even had a ceiling cave in on us. We found rat poop and rats in the dining rooms. To say the least it was not very much fun but we were smart and took photos of everything, though Expedia didn't care if I took stool samples as it was just my looney word over theirs...

When we got back to the state I immediately called Expedia and explained the issue and told them we had proof and would like a refund for the hotel in hopes we could start to save for another trip. They said time after time there was nothing they could do. Some claimed I was supposed to call while in Jamaica even though we did not have internet access nor a working phone due to the fact it was "broken" at the hotel, along with everything else.

After 3 days of dealing with this I finally got a hold of an employee named Herbert that was able to help us. He explained that in order to get any type of refund he needed to confirm these issues with the hotel, regardless of the photos we took and our work as consumers. He tried countless time to call the hotel and speak to a manager. But after him calling over a dozen times over the course of 4 days he got nowhere. He was apologetic and tried to make things right by offering us $200, even though it was nowhere near what we deserved. We accepted in the thoughts that something was better than nothing. He told us this was a credit that could be used at anytime through my Expedia account.

Well today we attempted to use the coupon. After 2+hrs on the phone and after being transferred to over 4 different employees repeating the same thing over and over, a woman named Mary told us that she could only use the coupon if he got a hotel. We explained this is not what we were told and referenced the case number we were given. She said there was nothing she could do and forced us to buy a hotel stay onto the flight in order to apply to coupon given we could not afford the flight by itself, a hotel we did not need given we were going to see my mother in Idaho.

This has been issue after issue and we have spent literally thousands of dollars through Expedia with my family. They treat you like kings when you spend money but the second you questions anything or complain you get the robotic, "I am sorry for for concerns" reply. I felt used, mistreated, and disrespected with the utmost horror. I do not understand how a multi-million dollar company can't help rectify the situation for us, and not only NOT helping us by making us pay more just to use the offer they gave us in the first place. I will continue to post this story within all sources of public media and any corporate email I find until I as a consumer am heard. Please help me and thank you for your time.

I called the Hotel directly and they verbally told me they will reverse the charge. The issue for me - why was a charge made against my credit card when it was presented as just "holding" the reservation? Needless to say, I am very concerned about this. I also was not able to find a Phone number at Expedia to call about this. All the pages seem designed to avoid having customers call them. I have sent an email and am waiting to hear what their explanation is. I have called the Hotel - Club Quarters World Trade Center, New York and cancelled the reservation and they said they would reverse the charge. Who should one complain to?

A few hours later I get a email from Expedia.com saying my reservation was now confirmed and I need not doing anything else. To my surprise I couldn't believe they went ahead and processed a reservation they had said couldn't or wouldn't be processed. I checked my account and my account had not been charged by them up to that point. I emailed their customer service and informed them they were not authorized to bill my debit card and the reservation was not needed nor authorized due to there own web site technical problems.

The next day I checked my account to find they had gone ahead and taken $114.49 cash out of my checking account. They sent me a email with a track case # to acknowledge my email and directed me to a phone 1800 # to resolve my complaint. I called and talked to a foreign customer svs agent for 45 min only to be hung up on without any resolution. I find that Expedia has THE WORST CUSTOMER SVS and ABSOLUTE WORST contact abilities in business I have ever seen. I am going to file a fraud charge with my bank to get my money back in my account as I have EMAIL PROOF directing them NOT to authorized this billing.

After 45 days of continuous calls with Expedia and LAN, nothing has happened: my last name is still wrong and I cannot take that flight. I've made more than 10 calls to Expedia and 5 to LAN. Every time I spent at least one hour on the phone. Most of the time the Expedia customer service reps hung up on me after making me wait between 30 and 50mins. Their customer service supervisors are even worse.

I received 10 different answers from 10 different customer service reps and 10 different supervisors. The last one has just told me "Buy a new ticket" as his solutions to the problem. And all this for a stupid name mismatch for a flight which will leave in 40 days, and could be easily fixed by somebody using the Expedia or LAN software. This has been my worst traveling experience ever, and my travel has not even start. I take flights every week for work and I had never experienced anything similar. Expedia is pure SCAM. Their Customer Service is the worst I have ever seen in my life. I will never use their service again and I will join any class action that any consumer wants to start against them (please, advice). The CEO of this company should be ashamed of his coworkers and of himself.

At around an hour and fifteen minutes of holding, the call was disconnected. The woman I was speaking to NEVER asked for my contact number should we get disconnected, so I reluctantly had to call them back. I redialed and spoke to someone new, informing them of my situation and asking to be redirected to the person who was previously assisting me. After 30 minutes of holding they informed me that they had no notes on my account or record of my previous call and I had to start all over. As frustrated as I was, I was pleasantly surprised when they told me 'There is no need to call back as they I have your phone number and will call you should we get disconnected.' One hour later, I was again disconnected and they NEVER called back.

Fed up with them, I called the airline directly. They happily told me the name change shouldn't be a problem on their end and that this sort of thing happens all the time. They assured me it would be honored and just asked that I get Expedia to update the e-ticket. I called Expedia back once again, was put on hold for a combined 2 hours, and ended up speaking with an extremely rude "supervisor" who told me that despite the airline's policy they would not honor the name change. Their reasoning was idiotic and lacking any reasoning. Not only that, they told me that despite having flight insurance, the tickets were non-refundable. When I said 'So you're telling me I'm losing over $1000,' he just snidely remarked 'That is sad for you.' I will NEVER EVER EVER do business with them again, and I encourage you all to stay as far away from this terrible site as possible.

However, my credit card says (and shows, attached) that Melia charged me on February 24th the amount of USD 3.950,89 and refunded me on the 26th of February the amount of UDS 3.371,55 neither amount which compare to the cost of USD 4,125.38 of the hotel. Expedia still says that they charged and refunded this full amount but my bank extracts read differently. The bank was unable to solve this dispute with Expedia and is forcing me to pay the difference with interest! It's been almost a year! I need help asap!

There is apparently an attachment with the details. So, I argued, if I didn't book it, then they can refund the money. Not so... I have booked it from Expedia, but I haven't booked it (or reconfirmed it from Alpha tours) so even though no one was inconvenienced at all, I don't get my money back. Absolutely appalling service. I would have called them had anyone told me so at the booking or even in the email confirmation I was sent. I can't believe they are allowed to con people like this.

When I called the airlines, they advised me my departure and return date were the same! I said that was impossible....but it was correct. I called Expedia very calmly and explained "clearly there was a mistake made...could we please correct it." Well, that was one agent, 2 supervisors (when I was disconnected) and one "Manager," who were all pleasant but told me the only thing they could do was modify the reservation for another $4-5000! So in essence, I was paying for the trip all over again. I asked why would we book 10 tickets simultaneously for this much money and have half the party come home the same day. I pleaded, implored...explained how this was ruining a much-anticipated family vacation...but absolutely nothing was offered... They all went into repetitive robot mode when they explained it was $200 each ticket to make any changes...and then the difference in price for every ticket.

One manager was extremely nice and seemed compassionate. He even said he would continue looking to find a solution and would call me back but never did. When I called him back from the number he used, it was a non-working number. The bottom line is, it is a very obvious mistake. We are not asking for a refund of $4370, we are just asking for the proper return flights! At this point, although I feel it is very unfair, I am willing to pay the $1000 to modify the tickets, but that is just not good enough for Expedia. This has been a complete nightmare and we will NEVER use this company again. Buyer Beware!

The alternatives were to change my plans - other days, or cut my vacation shorter by leaving later or coming home earlier. No acceptable options were provided after wasting 2 hours of my time and becoming quite rude on the phone. I asked why I had been bumped and they blamed the airline. I said my flights existed, I knew they did and they said the airline changed things because of equipment issues or air traffic control issues. When I said, "that didn't make any sense" when my trip wasn't for 2 months and they couldn't possibly predict either of those things, they became rude and said "they were examples". I will NEVER use Expedia again. They either have no control over what they are offering or they intentionally bait and switch; does't matter, they can't be trusted to deliver what you pay for.

I walked out to my taxi and phoned Expedia to be put on hold forever so I had to hang up as it's an international costly call. I asked the taxi driver to find me another hotel. Driving for couple of hours with driver phoning hotels and offering me crazy prices with taxi meter ticking, so I told him to drop me off on this random street with my cases in a cold night and phoned my daughter back in the UK and asked her to book me a hotel online asap. So she did using Booking.com. Finally got place to stay although it's more expensive than what I planned for but it was worth and still cheaper than the taxi driver's offers.

When returned to the UK I tried to file a complaint to Expedia but I discovered they are nothing but a bunch of robbers. The email to send a complaint does not work, so I phoned. The person answered the phone after a long hold tried to say it's not their responsibility. So I got angry with him then he put me on hold so he can phone the hotel. I was on hold listening to their music for about 30 minute so I had no option but hang up. I wonder why these criminals are allowed to operate and continue robbing travellers.