Expedia Reviews

At the airport, I was forced to pay GBP 18 for one bag of checked baggage. Expedia denied any responsibility, as they cannot/will not find a reference to the phone call and refuse to take any action on it. Poorest customer service. In a sense, the onus is on the customer to prove that he is not lying. Unacceptable.

So I booked another hotel through another agency, received confirmation from them and then called Expedia to cancel the hotel. It was at that point that they told me that I couldn't cancel the hotel without canceling the airfare and the airfare was non-refundable! The customer service representatives were completely unhelpful and the supervisor at the corporate office was condescending and flat out rude. She told me that I should have read the terms and conditions, however, it would have been a lot more helpful if I wasn't misinformed by one of their agents!

Due to the late hour, I had to wait until the next day. I was told by the company that they could not sell me the insurance through that office and to call Expedia back and ask for a supervisor. When I called back I was told to call another number again, which is Travel Guard. They could not help me either.

Expedia once again gave me another number (after again waiting on hold forever), which is Berkley Care. An actual English speaking American answered and told me that I had to purchase the insurance with the purchase of the ticket. Once I explained that I had not been offered it over the phone by the ticket agent, he offered to conference call Expedia to see if they could cancel out all 6 flights for both me and my husband and re-book them without a penalty.

This has taken hours of my time on the phone with confused people at Expedia that seem to find it all they can manage to carry on a conversation in English. I will never use them again and will tell everyone I know not to use them either. I have experienced anger and great frustration and have a lot of apprehension that we may suffer a loss of over $5,000 if one of us is too sick to travel.

On October 7th, I received an email from Expedia telling me I needed to take urgent action in providing more information about the five of us. New TSA regulations (Secure Flight Program), which went into effect after I made the reservations with Expedia, requires the passengers name on the boarding passes to match the name on their government issued photo ID exactly (first and last name). I responded to the email immediately and followed the link Expedia provided for me. My Dad goes by his middle name, so I corrected the information for his boarding pass so it would read his full name, most importantly that his first name would be first on the ticket as required by TSA. Later, I logged back in to my Expedia account to make sure my changes had been saved. Everything appeared to be in order.

On the evening of 11/20 (the night before we were scheduled to depart), I went on to the Airtran airline website to check us all in and print out our boarding passes. When the names of the passengers appeared on Airtran's website, my Dad's name was incorrect. I called Expedia right away. The person I spoke with acted like I was the one who made the mistake and informed me it was difficult to impossible to change names on boarding passes with an airline. I tried to explain time and time again that I was asked to correct any information about our names in the October 7th email and that the information has been sitting there, saved on their website for over a month.

As a matter of fact, I had it pulled up on the computer and was looking at it while I was talking to them on the phone. Why would I be asked to update information if it is impossible to correct it? I was placed on hold for 15 minutes at a time while Expedia contacted Airtran to try to work this out. I was told to hang up and call the airline, who would in turn tell me to hang up and call Expedia. This went back and forth for over two hours!

I was finally told by Expedia that my Dad's name had been corrected, and when I logged in to the airline's website again, I saw they had put my Dad's first and middle name on the boarding pass (even though Expedia ran all the letters together to form one word). I was finally able to print out the boarding passes and prayed all the worries were over.

At 5 a.m. the following morning (day of departure), my family and I were preparing to make the one-hour drive to the airport when I received a call from Expedia. The representative said she was calling to inform me that the name change on my Dad's airline ticket was denied by the airline and his ticket was no good. I explained that I was able to print out the boarding pass with the corrected name the night before, but she assured me it did not matter and I would have to purchase another ticket for my Dad!

Words can not describe how distraught my family and I were at this moment. I asked the Expedia representative, "What about the ticket I paid for back in September? Do I get credited for it or refunded the money?" She replied, "Well, this will have to be investigated, and if the investigation proves this was our fault, then we will 'see' about refunding you for this ticket".

This did not sit well with me. I had done everything I was asked to do on October 7th. Why wasn't this taken care of? I hung up and called Airtran. By now over half an hour had passed and we were beginning to run late. Airtran (who was very polite and accommodating) pulled up the information and told me the ticket was good. The Airtran representative was puzzled as to why I was told differently by Expedia. We were all a nervous wreck as we rushed to the airport. My father was able to board the plane without any problems, but for the rest of our trip we worried about our return flight. Would there be any more hassles?

The day before we were scheduled to depart for home, I logged on to Airtran's website to print out our return flight boarding passes. My heart sunk when everyone's boarding passes appeared on the screen except for my Dad's. He was not listed as a passenger under our confirmation code. Once again, I am on the phone calling Expedia and waiting on hold. Expedia tells me that due to the name change five days prior, my Dad's boarding pass was issued a different confirmation number than the rest of us. I received no updates nor emails from Expedia notifying me of this very important information (I have email on my phone), no phone call, no warning at all. By the time they gave me the confirmation number for my Dad and after I waited on hold for an eternity, there were only 2-3 more expensive seats left on the plane, causing me to pay extra so my Dad could have a place to sit!

We booked a flight at the lower cost with another company. We found, a week later, that my credit card has been charged. On the statement were only ticket numbers and the Airlines (Delta and US Air). We called the airlines and we called the company we did book flights with, CheapOair, who sent us several copies of the flight confirmations, the same hour we booked. We found out that Expedia is charging us. We spent several hours talking with Expedia, explaining, but were told that we can cancel, spend another $300 and use the tickets anytime within a year. It is Expedia's responsibility to refund the money. Expedia canceled the flights we did not book, but will not return the money. They claimed that they are Delta's and US Air's non-refundable tickets. Expedia did not send us a confirmation or an itinerary. We have been scammed by them.

While on hold, I reviewed the booking terms and conditions, and understood that I had 24 hours to cancel. Having to go out for the evening, and again being on hold for over an hour, I decided to try again the next morning, as it seemed clear from the policy that I had that opportunity available to me. Finally getting through to customer support this morning, I was informed that I would have to pay $300 to change the flight, as the 24 hour cancellation policy had expired.

Although it was (and still is) less than 24 hours from the original booking, mysteriously the 24 hour cancellation/change policy only applies to the same day. If you think about this for even a nanosecond, I am sure it will sound as ridiculous to you, as it does to me. Ironically, had there been any customer support available yesterday when I called, I likely would not be in the position of expressing my extreme dissatisfaction here and now. I would love to hear from someone at Expedia, to better understand how I could have been treated in this manner. Hopefully I will be able to deal with Continental, on Monday morning, and hope they have more customer focus than what I've experienced with Expedia.

The special surprise I had planned for my wife's 50th birthday, is now going to cost me $300 more, largely due to Expedia's poor customer service, and dubious/conflicting policies.

I have done business with Expedia in the past and knew they once sent confirmation emails after one used their services. At 2 PM November 20 (18 hours later) I still had received no email from Expedia, so I called customer service. I reached some guy in the Philippines, very difficult to understand due to his accent, but did figure out that my flights were not booked and that he could book them now for an additional $100. I then spoke with a lady named Hugo, Agent AA6. She was also difficult to understand and she was quite rude. I was told the additional charge was because we were now working within tight time constraints (I guess that was because we were with the 72 hour period prior to flying, though she didn't say that.)

I asked for her supervisor and she said she could not give out that information. I told her that was okay but she should know that I would be writing the head of Expedia, whoever that was. She then said she would put me on hold and connect me with her supervisor. Some 36 minutes later I was connected with a man in Las Vegas. He said that I should have known when I didn't receive an immediate email that there was a problem.

I mentioned my frustration with the language on my print out directing me to take my "Itinerary" and government-issued photo ID to the ticket agent at the time of my flight. He was most unsympathetic and said Expedia had done nothing wrong, that I must have received an "error message" (which I didn't) and said again that he could book my flight but I would be charged the additional fee.

Had I never used Expedia, I would probably have driven 350 miles to Kansas City on November 23 and approached a ticket agent with my printed Itinerary and my passport and found out I had no e-tickets in process. I believe this is grossly misleading and very, very poor business practice, and also believe it is merely doublespeak for the graft they are perpetuating. The seats were still available for all four legs of our flight; I was doing the prudent thing in double checking my reservation; because I didn't do it immediately after submitting my Expedia order, I was penalized at the rate of 25% of the cost of the transaction. I want everyone to know Expedia is unethical and unjust and I will never do business with them again. For $100, they lost this customer forever, and likely will lose others as well because I plan to not only register my complaint with you, but I shall tell everyone I know of this experience. Thank you.

and I have to talk to to the AA airline once I get to NY. I was confused but on same time believe that it was normal till I get to NY. After more than 20 phone calls and three days in NY, I end up paying another ticket with Jetblue airway to get back home because no one between expedia, China Eastern Airline or AA airline wants to take responsibility to take me home.

Now I want justice. I need a full refund.

When I called Expedia, I was asked to call back in six hours because it was midnight at that time in Cambodia. The person said that Expedia will call the hotel and correct the situation for me. When I called back later, a person called Mohamed answered and started basically yelling at me that I should be quiet and listen to him until he's finished talking. He said there is nothing he can do, and that my son should go ahead paying $20/day. I spoke to two more people after that and, finally, the hotel was called and hopefully the situation got resolved. I don't know yet at this point. The whole problem is due to lousy customer service, that's been farmed out overseas. Even to countries that are potential adversaries to the US, like Egypt.

Needless to say, when I called 10/21, I was told the hotel is sold-out (I called the San Miguel in Spain to confirm, it was not sold out). Expedia told me there would be no refund. I was misled and extremely disappointed as I was disconnected 2 times prior after a substantial hold time (1/2 hour, 2 calls = 1 hour wasted hold time). Total cost of hotel stay including taxes was 1,162.71 for 5 nights, expected credit should have been $232.54.

Then I was told by their employee that it was AirTran’s fault and to call them, which I did and they said it was the fault of Expedia.com. I also was kept on the phone for at least 1 hour and a half getting moved from one person to another without any results. They should not be allowed to practice business this way. When we, the consumer, make changes for anything, we’re changed greatly and expected to pay it.

I have cancer and this change has been very stressful to me. My daughters were paying for my husband and I to fly there for Thanksgiving to spend time with my new grandson and other family members plus this year I wouldn’t" have to cook as I always have. Also, this flight was scheduled so my husband would only miss one day of work.

Anyway, several hours after receiving the confirmation, they called and stated they could no longer give us the tickets at the confirmed price. Since then the tickets have gone up significantly in cost. I have called several times trying to get them to do the right thing and fix this problem. However, in so many words have been told tough luck lady.

I have used their web site to book many things from air to hotel to all inclusive vacations. However, will never do business with them again. This company false advertises and does not practice good business policies. I want all travelers to be aware of this. Thank You.

I called AirTrans and they said that no such flight existed. I told them I purchased the flights months ago through Expedia and she suggested I contact Expedia. Guess what? The flight had been completely changed and the new flight was leaving earlier in the day than we could make. I had to make and pay for new flights immediately.

Two months later, no refund has arrived on my charge card and I was paying interest on the balance of the refund. I called Expedia, who said to call AirTrans, who said to call Expedia, who said since it was their fault, AirTran would be the ones to refund the fare. AirTrans said they have refunded the dollars to Expedia. Expedia said they did not know anything about the refund.

I talked to a supervisor at AirTran who confirmed that they had given Expedia the OK to refund my fare two months ago. Expedia disconnected my call 3 times! I spoke to Thomas twice and on my last call, I used two phones at the same time to see if my number was what was forecasting the hangups/disconnects I received. Well at long last I got a real supervisor who said it would take an additional 1 or 2 billing cycles to get the refund from AirTrans through Expedia. I am still waiting on the refund and I am paying interest charges on the amount that was owed me.

I received a confirmation notice by email. When I tried to download my itinerary, it would not permit me to do so. Therefore I called the 800 number once more. After waiting 15 minutes, I was dropped. The next evening, I tried the 800 number again and after an hour and ten minutes of waiting, I finally gave up. The next day I called again. The initial contact always asks for my Expedia number and kept insisting that there was no such number even after I had checked it with the agent.

This time I got through after 20 minutes and they assured me that they would send to my email address a copy of my itinerary and how as a "guest" I could secure it on line. These items were never sent. They were promised to me twice. I finally got my itinerary by calling again and having the agent work me through the program.

It has been a very unhappy experience and I certainly would not be recommending Expedia to anyone. I hope someone reads this.

I received a confirmation notice by email. When I tried to download my itinerary, it would not permit me to do so. Therefore, I called the 800 number once more. After waiting 15 minutes, I was dropped. The next evening, I tried the 800 number again and after an hour and ten minutes of waiting, I finally gave up. The next day I called again. The initial contact always asks for my Expedia number and kept insisting that there was no such number even after I had checked it with the agent.

This time, I got through after 20 minutes and they assured me that they would send to my email address a copy of my itinerary and how as a "guest" I could secure it online. These items were never sent. They were promised to me twice. I finally got my itinerary by calling again and having the agent work me through the program. It has been a very unhappy experience and I certainly would not be recommending Expedia to anyone. I hope someone reads this.

Within seconds I had a confirmation number, displaying the full price with taxes added. The reservation could not be canceled because it was within 24 hours of the travel date. Minutes later, I received an email thanking me for the reservation, providing me once again the confirmation number and full amount charged to my credit card. Because I knew there was a convention in town, and sometimes hotels overbook, I took the extra step of calling Expedia on the phone to verify that my reservation was valid. I felt more comfortable talking to a live person instead of relying on the website. The person looked at my record, and confirmed everything was set.

On my way to the airport, I called another time, to verify once again in case anything changed over the last few hours. The Expedia person on the line reassured me everything was fine; there was nothing to worry about. They could see it all there online, the reservation was active, the credit card had been charged, and the hotel had confirmed. I asked what would happen if I showed up and the hotel was overbooked and couldn't honor it, they said not to worry; I was under Expedia's care and had full assurance. Good thing the calls were recorded. I landed in Chicago 2,000 miles away from home, arrived at the hotel, where I was told they did not have me in the system; and they were completely booked. As I showed them my printed confirmation, the agent behind the desk told me that the issue was with Expedia, not them, the confirmation was with Expedia, not the hotel.

Apparently they never accepted the reservation as their system was full, they even contacted Expedia to inform them when they saw the reservation request crossed their desk, and Expedia replied to have the traveler call them when they would check in. This at the same time as I had been calling repeatedly to reconfirm my reservation. This was where things started to look bleak. I am 2,000 miles away from home, there was a convention in town, all hotels were full, and I was visualizing myself sleeping on a park bench or the floor at the airport. I told the hotel agent I would not move from the front desk until I got a room and the issue was resolved. He brought his manager who went to great length to tell me it was not the hotel's problem, and started explaining how that their system was not accepting reservation, Expedia shouldn't have booked it, it was simply not their fault, there was nothing they can do.

I refused to leave, I stood there and spent the next hour on the phone with Expedia where when I was not being put on hold, I was waiting for someone to pass me over to someone else. Of course they told me it is the hotel's fault as there is no way for Expedia to make a reservation without the hotel accepting it. I finally ended up at the special desk with someone who was there to resolve issues. He asked for my phone number and said he would call me when he had a solution. He apparently would call hotels to see if they have rooms, something I knew would not work because the town was fully booked up. By now it was getting dark outside and I have been standing there a long time. It turned out the hotel manager had a manager, who came in, introduced himself as the general manager, and said he made an executive decision to give me a room, even though the hotel was fully booked and he had no obligation to do it. How he did that, I don't know.

Of course the Expedia reservation will not be honored, they needed my credit card to recharge me for the room, and it was up to me to go through Expedia for the refund. He said I should have no issue with that, and offered to help if I do. He gave me his name and said Expedia could call him directly. The agent behind the desk said that the hotel was fully booked, and long after the general manager went home for the night, they will have to deal with the poor traveler who checked in and cannot get his room. He apologized for the trouble, explained that reserving through Expedia is not the same as going through the hotel directly, and gave me a coupon for a free glass of wine on them. I proceeded to my room, ordered room service, where I was told the coupon was not valid for room service. After pleading with the person to call the front desk manager, explained who I was and what I just went through, and asked for an exception, she said nothing can be done because it's a different department. I gave up.

Then I called Expedia and spent the next hour and a half dealing to extract a refund from them. At this stage, getting my money back was just not enough, I have gone through hell. I wanted multiple times what I paid for the ordeal; I wanted them to pay a penalty. After holding for a long time, I talked to a person who has no authority, explained my story and the aggravation I have gone through, asked about my bill of rights as a traveler, and asked what it means to have a confirmation number and my credit card charged. Then I asked to be transferred to a supervisor. And then another one. I was angry. First I was told that their notes showed that my problem had been solved so it shouldn't be an issue. Forget that Expedia did nothing to solve my problem; it was solved by me making a pest of myself at the check-in counter, and through pure perseverance.

Then I was told that not only I would receive a refund but also, guess what, they will even waive the cancellation fees! I started laughing hysterically. They will waive cancellation fees for a reservation they completely screwed up, isn't that nice? Then the conversation shifted to this being my fault because I made the reservation on the same day, and the Expedia agent with the thick Indian accent explaining how their systems work, with me interrupting to tell him I couldn't care less about their systems, they are his responsibility, not mine. But he now insisted we have shared responsibility because it took reservation systems 24 hours to reconcile. I reminded him that there was no mention of this when the website charged my card, no warning stating that the reservation may not be valid and full assurance when I called to confirm and reconfirm.

Maybe it was my fault, perhaps I was negligent in not calling their I.T department to better understand their systems and personally assessing the chances of a reservation being valid? Perhaps as a traveler, it is my responsibility to become more acquainted with reservation systems? I spent the next hour on the phone asking to talk to someone with the authority to compensate me for the aggravation I have gone through, and let them know I will take legal action if they don't. I was offered a $50 coupon for future travel for my trouble, then 15 minutes later another person increased it to $100 but told me I must accept this one-time offer immediately. A coupon toward future business was a penalty on me, not Expedia, because they get me to spend more money with them again, and I put myself at risk once more. I declined, told him it was an insult, he was not getting the point; I will not reward their incompetence with future business.

After insisting to speak to someone with authority, I finally got transferred to a supervisor in corporate who told me she was hanging up because I mentioned legal action. So that's the difference between Expedia and airlines, where passengers have at least a bill of rights. If Expedia leaves you stranded, they barely feel obligated to refund your money and actually think they are doing you a favor by not charging cancellation fees for a reservation they botched.

When Swiss Airlines canceled my flight from Zurich to Johannesburg, they not only put me up in a hotel in Zurich, took care of all meals, drinks, and transport back and forth, they also paid for my stay in a 5-star hotel in Johannesburg, because the delay caused me to lose my connection to Botswana. They weren't responsible for the Botswana leg because it was on a different airline, but they just did it because they are Swiss Airlines, and it was the right thing to do. They even paid for my wife's massage treatment at the hotel!

I am expecting that Expedia will investigate this thoroughly and inform me of the outcomes as to how and why this happened. I also expect to be refunded for the flight that I paid for as Expedia didn't honor the booking that I had paid for which caused me considerable duress.

On 15.03.10, I booked a flight from London to Mytilene via Athens with Expedia in order to attend a wedding. The initial booking was made for the following itinerary:

27th May 2010 - London to Athens, Departing 22:15;

28th May 2010 - Athens to Mytilene, Departing 04:00;

01st June 2010 - Mytilene to Athens, Departing 07:10;

01st June 2010 - Athens to Mytilene, Departing 09:15.

On 13.04.10, I received a barely understandable voicemail informing me to call Expedia, urgently regarding my flights. I called back the number that they had requested but I could not provide the reference number as the message had been poor (English and call quality). I found my original booking reference and called back immediately due to the apparent urgency at a time really inconvenient to me. The man that I spoke to didn't listen to me at all. He explained that I had to change my flight times and kept repeatedly saying, "Maam, I have a great solution for you." He didn't once ask what a good solution would look like. I explained that I was attending a wedding on the day that I arrived and that his great solution didn't work for me on that basis. This is interesting as I later found out that there was no need to change my flights at all. Six great solutions and about 20 minutes (on my phone bill) later, he booked me onto suitable flights. I then received a confirmation email of my new flights.

One 27th of May 2010, I checked in at LHR on my flight to Mytilene via Athens (along with my luggage). When I arrived in Athens, I went to the Aegen desk in order to check-in to my onward flight (as requested) and was informed that they could see my booking but the agent (Expedia) had neither confirmed nor paid for the flight. They requested that I check with the Olympic desk (as per my original booking in just case). I checked and there was no booking with them. I then returned to the Aegen desk. They told me that this was not a rare situation with Expedia and that I needed to call you. The only number that they could get was a number in the United States. I had less than an hour to rectify this. It was the middle of the night. Firstly, I was calling from my UK mobile to the United States office as it was the only number that they had from Athens and secondly, the voice recognition would not recognize my British accent so I had to speak in a false American accent which was embarrassing. After circa 10 minutes on hold, I spoke to a lady who was very apologetic but unable to help.

I explained that I was in the company Aegen staff who could see my booking and that it had not been confirmed. Once again, your agent did not speak good English and time was of the essence. Expedia could not identify me using any of the following: my name, my booking ref, my passport number, my email address (x3), or my bank details. After just under one hour on the phone, your representative informed me that I needed to speak to a supervisor. I requested not to be put on hold at all and that I would wait on the line. I was sure that I would now miss the flight and not make it to the wedding.

I was tired, frustrated and anxious. I am a regular traveler (also in developing countries) and have never experienced such frustration and incompetence. I was kept waiting as there was no supervisor available to take my call and no acknowledgement was made of the urgency. I was then put on hold. Eventually, I had to hang up as I was feeling very anxious and was clearly going to get no support and miss the flight. Then Aegen informed me that I would not make it on to the flight. They also expressed that there should never have been a modification made to my flight as there was space on my originally booked flight (which I had also now missed). This only fueled my frustration.

I eventually gave up and purchased a new ticket on a later flight. Both Aegen and Olympic Air have insisted that I push for further compensation for the stress caused. Catching the later flight resulted in a 75 taxi to my final destination on top of the flights. I had the additional inconvenience of having to trawl through lost luggage to retrieve my case.

The knock-on effect meant that I did not have a holiday. I did not know whether my return flights were confirmed. I spent my free time that weekend waiting in places where I had a phone signal in order to remedy this debacle cause by Expedia. I had to forsake activities that I had paid for in order to ensure that I could get my return flights that would. My holiday was entirely ruined. I spent hours alone in a hotel making and receiving calls at my cost. To add insult to injury, I was then informed that I had never checked-in and LHR and that I was effectively a no-show. This was not true. I was on the flight. I have the boarding card. The final day and night of my 3-day holiday was spent alone in a hotel (that I wasn't staying in) waiting for Expedia's calls (who were still struggling to resolve the situation). At approximately 11:00 pm the night before I was due to fly back on an early morning flight, I received a call to say that they had found my details and provided a new booking reference number. I then had to pay another 75 taxi to the airport as I had missed the last bus.

I was informed that Expedia would follow up on this issue and resolve my complaints. I have still not hear from Expedia months later and cannot wait any longer. I will not hesitate in taking action against Expedia through formal channels and share my experiences with relevant online spaces/blogs or with my network of frequent flyers.

I called back the next evening and spent three hours on the phone from Ireland to the USA. I was again put on hold for up to 40 minutes at a time. Becoming increasingly irate, I insisted that I speak to a supervisor. I was told that the supervisor would call me back immediately but she did not. She called half an hour later and informed me that British Airways policy was to cancel the entire booking and rebook again but because one of the flights on the original booking was no longer available I could not do this. I was of course angry as I had spoken to three British Airways agents in Ireland and they informed me that yes the name could be changed on the ticket for a fee but it would have to be changed by expedia.com. This was in complete contrast to what the Expedia agents told me.

Further two hours of communication at first resulted in Expedia's continued denial of making the charges on my credit card to finally stating they would remove the charges by submitting a credit to my credit card. After waiting for over a week for this credit to occur, I am now disputing the charge with my credit card company because Expedia still has not submitted a credit to my credit card company for the transaction which they canceled. I have spent multiple hours dealing with people who blatantly lie about this charge on my credit card for almost $400. I should not have to go through this situation of disputing through my credit card company. The outcome is still to be decided.

On 4/26/10, the plane ticket was canceled. On 4/27/10, I had my surgery. I submitted proof of hospitalization and a letter from my doctor that certify that I cannot travel during 8 weeks . On 5/06/10, I received an email from Expedia writing me to let me know that my request for my refund was approved by the airline that I had to wait 1 to 2 billing cycles for the credit appear on my credit card statement. I waited and I have not received refund. I called Expedia and I was told that the airline decline my refund. I don't understand why? I met the criteria for your policies of cancellation and I sent the proper documentation.

I called the airline(s) to ask if there was any price change. There was none. Apparently, Expedia wanted $200 more. They gave me an option to cancel it and after 4 long waiting "very important calls" (you will know what I mean if you listen to their call waiting message), I decided to cancel. They said they would refund the $3500+ in 72 hours. It's been 5 days now and I am still waiting for my refund. I think I have spent over 5 hours (and counting) on the phone trying to resolve this problem and wish there was a better way of doing this.

So, I call Expedia and because I am in Mexico, I get someone who is in Mexico. I was put on hold and hung up on twice. I'd love to report that Expedia took responsibility and dealt with the problem in a reasonable professional manner. I have used them before without incident.

We called the hotel to try to reschedule to a later date or cancel the reservation and they were very sympathetic and willing to help, but we were advised that the reservation was booked under Expedia and we would have to contact them in order to gain approval from them. Upon contacting Expedia, they refused to do anything about it and insisted on charging us the full amount even though we did not stay at the hotel. Because they were unwilling to do anything, we filed a dispute with our credit card company. Visa investigated the issue and sent a notice to Expedia.com for mediation. Expedia was given a full 45 days to respond to the dispute but according to Visa, they received no response from Expedia.com and the case was then closed. We received a notice from Visa stating that our account had been credited the full amount and the case solved.

The case was closed and there was no problem until on June 21, over 6 months later, we received a notice from Expedia's collections agency, RMS, billing us for $131.75. Upon receiving this notice, we sent RMS a letter stating that we do not accept this charge and that it had already been disputed and solved. We also send a handwritten letter to Expedia regarding the matter. Both letters were met with zero response from either company. RMS simply sent another 2 collection notices with zero explanation and Expedia ignored our correspondence.

On July 27, 2010, we received the third collection notice from RMS that read, "You have not responded to our previous request for payment of this account which was placed with us for collection." In fact, we had responded via certified mail on July 7, 2010. Due to the lack of response from both RMS and Expedia, we called Visa to help us track down someone from Expedia. Shelly with Visa helped us get Edwin **, customer service from Expedia, on the phone. When asked why Expedia was sending Collections Notices despite the case already being closed, Edwin responded that the hotel had charged Expedia, and so Expedia is charging us. Shelly and I asked to get the collections notices to stop as the dispute had already been settled and Expedia had sent no response to our dispute. Edwin stated that he was only able to process reservations in the past 6 months and since this dated back to 2009, he was unable to change anything. Expedia did nothing to respond to this issue until 6 months later. Ironic, since their customer representatives are "unable" to process anything past 6 months.

Edwin connected us with Mario, his supervisor. Mario gave us the same response and said that it was out of his hands and he was unable to address the matter, so he patched us over to Expedia's corporate branch. At corporate we spoke to Daria. We have been loyal Expedia customers for years and years and have heard many horrible stories regarding their customer service, but I didn't believe it until today. When asked why a collections agency was sending us notices and harassing us, she said that Expedia needs to get paid. When I told her that no services were rendered and we did not stay at the hotel, she insisted that they did everything they could to advocate a refund from the hotel on our behalf.

To this date, we still have no proof of this and furthermore, the hotel was willing to help us as individuals but refused Expedia? It makes no sense. When questioned about their lack of response to Visa, Daria curtly responded that the people who handle those claims are in a completely different department and that she can't speak for them. Being a part of corporate means that you're responsible for all departments of your company, including those that deal with credit card claims. In no universe is zero response acceptable whether it's to another business or a customer.

On both accounts, Expedia has proven their lack of professionalism. They failed to respond to Visa, the most widely accepted credit card agency in the world and a loyal customer. Daria offered no apology and no real answer, just that it wasn't her fault. When I asked her to address the issue, she said that it was out of her hands and that there is nothing that Expedia can do about it. If Expedia is the one who issued the account to RMS then it's their doing and they can do something about it. I did not appreciate being lied to and being patronized.

She then suggested that I contact the collections agency to address the matter. I then advised her that I had already done so in written form through certified mail and only received another bill with no explanation other than I "didn't" respond. At this point she had interrupted me several times on top of being rude so I then asked her if there was someone else at Expedia that I could talk to since the collections agency and Expedia at large don't respond to written letters and there was nothing she could do about it. All I got was excuses and finger pointing at other departments with no apology. When I insisted that if she couldn't help me resolve the matter that I would like to speak with someone else, she hung up on me.

It's a laughing joke that Expedia says they offer great customer service. I thought they were a great company, but I'm just disappointed in their response, or lack thereof. They've offered zero help on all accounts and have ignored our written letters. They did nothing when the account was disputed and waited 6 months to send a collection agency to harass us. Not only have they wasted countless hours of our time, they've also lost this family's business. If a written letter of complaint doesn't get through to them, I'm not sure what will.

Frankly, I'm just disappointed with Expedia and I will no longer book through them. Not only do they not care about their customers, they have zero accountability. We were unable to keep our reservations due to impossible weather conditions and received no help from Expedia. This really goes to show that Expedia doesn't care about its customers’ interest at all. We would have been happy to reschedule our stay to another date or even a credit to our account but it seems Expedia cares more about making a dollar than customer service. Daria was rude and I'm appalled that Expedia would hire someone like her to work at corporate.

It is completely unprofessional to ignore all correspondences from both Visa and their customers and then wait 6 months to send a collections agency after us, after which time they supposedly have no control over the issue. Their business practices are questionable, at best, and this family will no longer be using their services. Their slogan says, "Where you book matters." Yes, I agree, anywhere but Expedia. The service industry thrives on customer service first. Obviously, this company has got it backwards.

Thank you for your time and consideration. I hope that this letter and our negative experiences with Expedia will one day get them to change their habits of poor customer service.

Once we arrived in Ireland, Hertz told me they did not accept the Expedia car rental insurance. I had to pay an additional 465.40 euros for their insurance or they would hold 3,000 euros on my card until the car was returned, so I had to pay the 465.40 euros to avoid all of my spending money being held. Then they proceeded to tell me that I would have to pay an additional 30 euros a day to get the BMW that Expedia told me I would get. They gave me a Mitsubishi Lancer. The difference between the 2 cars was that the BMW had 18.4 cubic feet of trunk space and the Lancer had 12.3 cubic feet, nothing similar about those 2 cars.

They also had 3 of the BMWs sitting on the lot not rented. When we saw the Lancer, it had missing car parts: side mirror, piece off the roof, major scratches and dents from the front all the way to the rear. The car was a joke. The BMWs were had no scratch. We couldn't fit, not one, medium suitcase in the trunk, only 3 small carry-on items would fit. So my parents and my 2 daughters had to hold their suitcases in their laps for 3-hour drives each way. As soon as I reached my destination, I tried to call Expedia and found out that you cannot call 1-800 numbers from overseas. So I emailed them. A week later I received a reply stating that they only handle these matters by phone. So I waited until I returned home. I called and they were very apologetic and said that they would take care of this.

It's not a month later and the matter is still not resolved. Every week, I've contacted them for 4-to-5-hour phone calls. The last supervisor I talked to named "Waldo" said that he would refund the $209 for the aggravation while they still worked on the additional 465.40 euros. Today I called and was told that I would not receive any refund. I feel I should seek legal advice because not one item on our contract was fulfilled. Do you have any suggestions? I paid an additional 465.40 euros for the insurance and they downgraded my car with a difference of 30 euros extra a day for the car I rented and didn't receive, for a total of 19 days.

After some time on the phone, and discussion with a supervisor, they refused to do the refund, and referred me to the IRS. I will never book again on their web site.

On our return, we would have a similar itinerary, except for the last leg of the trip, Mexico to San Francisco, which would be with American Airlines (AA) flight 8244 operated by Mexicana Airlines. On May 4. I received an e-mail from Expedia notifying me of changes made to my itinerary by United Airlines. Before calling Expedia, I called United which said that there had been no changes at all.

Next, I called Expedia for an explanation, and they said that it was AA which had made a change in its departure time for the MEX-SFO flight on July 9. You can see that its e-mail information was inaccurate. AA's original departure time from Mexico was 09:25 pm which gave us enough time since LAN from Lima would be arriving in Mexico at 07:00 pm.

Unfortunately, AA had changed its departure time to 08:55 pm, and this was considered an invalid connecting time (less than 2 hours), because it would give us only 1 hour and 55 minutes to change planes in Mexico. Even though a passenger is in transit in Mexico, he/she still has to go through immigration and customs and move from one terminal to another by taking an air train.

I talked with an Expedia supervisor, so that we could be booked for a new MEX-SFO flight. After almost an hour, the supervisor said that she had asked LAN for assistance but "LAN was not willing to help," and that since LAN was the ticketing or validating airline, it was the only one allowed to do it. I called LAN immediately and talked to a supervisor who said that she had to deal directly with Expedia, the agency owner of the tickets.

I called Expedia again, and after hours on hold, I was able to talk to a supervisor. She said that AA had agreed to help by contacting Mexicana and getting us seats for its flight 970 leaving from Mexico the following day at 08:00 am. I insisted that Expedia try to get us on an earlier flight, because we would be arriving in Mexico from Lima at 07:00 pm, July 8 and would have to wait for 13 hours to catch the Mexicana flight on July 9.

By the way, LAN staff said that it would be more than happy to get us on any convenient flight as long as Expedia contact them directly. I repeated this to Expedia and waited long on the phone to no avail. Finally, I was forced to accept this connecting flight from Mexico to San Francisco. I am a very organized and careful person, and after a few days, I noticed that my Expedia itinerary still showed the old American flight of July 8 (the one that had been changed to Mexicana for July 9).

I called LAN and AA to inquire, and they all said that only Expedia could fix this change, since it was still the owner of my tickets. During the month of May and first part of June, I called Expedia several times to insist on its fixing this problem. Customer agents and supervisors alike told me lies after lies; they said these things took some time to be updated, that they had called LAN and already fixed this.

I called LAN many more times just to hear that Expedia had never contacted them. I also checked my reservation on their websites, and they all had the old itinerary, except for Mexicana which did have my "real" flight 970 on July 9. In the meantime, Expedia would keep reassuring me by saying that somehow the information could not have been updated, but it did not matter since I had my three seats on Mexicana 970 on July 9 all booked and confirmed and I should not worry. Curious thing, even Expedia's itinerary showed American flight 8244 and not Mexicana flight 970, but it did show the correct date.

On June 17, my trip started and 3 days before my return, I called Mexicana in Mexico to reconfirm my flight. They said that our three seats were reconfirmed. We arrived in Mexico (terminal 2) one hour and a half later than scheduled (LAN 626 was delayed due to technical issues). We were not worried since our flight to San Francisco would leave the following day; however, we moved to terminal 1 and found the Mexicana counter, so we would know where to check in later.

The following day at 5:30 am when we approached the counter, we were told that we could not be embarked, because Expedia had not fixed or reissued tickets for that particular flight. We were sent across the counter to a Mexicana office that deals with ticketing issues. The agent there said that we had to contact Expedia which at the same time needed to contact LAN. Also, she said that Expedia had not finalized the transaction when making the flight change from AA to Mexicana.

At 5:30 am and from a foreign country, how could one waste time and money to call an incompetent agency which was not able to fix this problem before our trip? We were under time pressure, because that flight would be closed soon, and we could not afford missing it; we had to be back for work in the USA. I offered to pay any penalties, although they were not my responsibility. The Mexicana lady checked with an AA agent who said that AA could not do anything because the tickets were LAN's and could only be fixed between LAN and Expedia. They also said that we would have to go back to terminal 2 to LAN offices. This would have taken at least one hour if it could have been solved, who knows.

Time was running out, and I finally had to come up with the idea of paying for 3 full fare Mexico-San Francisco tickets. Mexicana gladly accepted this idea and issued 3 new tickets for the amount of $1,538.36 plus $45.91 for bank international transaction fees. I was compelled to do this just to be embarked on our scheduled flight leaving at 08:00 am.

We were the last ones to be checked in. Back in USA, I had hoped that Expedia acknowledge its incompetence and dishonesty and issue the refund of these unexpected and unfair expenses on my part. Of course, an Expedia supervisor said that the agency would not accept its responsibility and stated that it is AA which should give me the refund. If this fails, they said I might consider disputing the charges to Mexicana! How can I dispute charges that I myself authorized, although I was forced just to be able to come back home?

Now, who is going to pay me back my $1.538.36 plus $45.91? I consider Expedia responsible, since it is the agency I bought my tickets from, the agency that took my money, and the one supposed to take care of all of the important details of the trip. Is this the way it treats its customers? There must be a way to recover this money. I had to spend $1,538.36 on 3 new Mexico-San Francisco tickets plus $45.91 for bank international transaction. This unexpected event totally ruined my tight budget and has put me in a very difficult financial situation. I ask for help. Thank you.

Today, the 14th, I contacted Expedia again to try and book a flight again to Toronto. This time, by phone and not online, the same problem occurred where Expedia has frozen the transaction. Now in total, I have £1445.45 stuck in pending transaction which Expedia is now denying, though this as my bank can confirm is the case. My bank is RBS and they are considering taking action as there was defamation of subject. The staff of Expedia has been incompetent as during the past few days, they have been taking my account details and then getting confused about the actual flights I was trying to purchase.

For this reason my wife would have to leave international zone in Frankfurt am Main to pick her luggage up and then come back for the flight to Minsk, thus (the most interesting part of the story), she needed a valid Shengen visa. The luggage person went to talk to her manager to verify that and was missing about 20 minutes, and when she came back, she said that they cannot let my wife go because of visa issues, but her tickets are still valid and she could use them later when she gets her visa. Well, she went back home and our trouble started.

To make sure everything was okay with the delayed flight, I called United Airlines. They assured me that the tickets were valid for one year from the date that we bought them and sent me to Lufthansa to get all the details. Lufthansa operator and then his manager were far from trying to be friendly and did not look to be willing to help us at all. The only thing I understood from their explanations was that tickets were not refundable and not changeable and that we lost all the money and had to buy another set of tickets.

For the next two days, I was busy making different calls to German Consulate, Expedia, United, Lufthansa and San Francisco International Airport. The German Consulate replied that to leave international zone, one must have a visitor's visa, but to know all the details we needed to call airline company. Expedia was sending me to United and Lufthansa, and United kept telling me that Lufthansa was wrong and tickets were valid, Lufthansa was sending me far away and forever saying with German pedantism that tickets were not refundable and not changeable and that in order to go through Frankfurt am Main, everybody, even a citizen on the United States, has to have Shengen visa.

My questions about lack of proper information of visa issues on their sites and information letters were simply not noticed or answered in the way: Visa issues are problems, which passenger takes care about himself and alone. Hurray, now I feel like 30 years ago in an old and good Soviet Union empire, where every fault was a customer's fault. 1. $2,500 worth tickets and a ride to the airport. 2. A couple of billion of nerve cells worth $1 each. Contact me please I'm not greedy, but I don't have money.

6. It could have been very funny if it wasn't so sad. My wife's dad is becoming 85 in July and she hasn't seen him for 11 years by now. I'm looking for a wall to start heat my head against it to chill myself down a bit.

While driving from Chicago to Kenosha with my husband and children Sunday, July 4th, I decided to call US Airways to discuss seating. I gave the US Airways representative my departure date, name and itinerary number. Evidently, he thought I gave him the wrong itinerary number because he named a family with my last name and they were departing on the same flight I and my family was scheduled to depart on, however that was my brother's family. After telling the US Airways representative that was not me, he said your flight was canceled. He asked me who did I book the flight through and I told him Expedia. He told me to call Expedia.

I called Expedia and spoke to Representative Mark. He told me he did not know why the flight had been canceled because the reservations were purchased May 4th. He in turn transferred me to Matthew and after speaking to Matthew, he had me to speak to his Supervisor Rhonda. By this time, I am devastated. Rhonda told me according to the representative's documentation I canceled the flight and not the hotel reservation. She insisted that I had done so, in spite of me telling her I never authorized a change. She indirectly called me a liar.

I told her that would have been stupid of me to cancel a flight and not have a way to get to the hotel in Myrtle Beach. I asked her what was I to do, she said I would have to pay the current fare. I told her there was no need for the hotel. Expedia had destroyed my family's vacation. I told her to cancel my hotel reservation because I could not afford the trip. She told me there would be a cancellation fee. I requested to speak to a manager, she gave me a difficult time. Once again she placed me on hold, after returning to the phone she said I would be refunded for my hotel. Expedia never tried to accommodate me!

I am mentally anguished I, husband and and children will miss my family's annual trip with my siblings and elderly parents. Unnecessary vacation time was taken. My children will miss out on their out of state summer trip before returning to school.

I couldn't believe what I was hearing. I booked the flight, paid for it, and now they wanted more money? Was this really Expedia or some two-bit outfit I was dealing with? I told them what they were doing was tantamount to my going into a store buying a DVD Player, paying for it, and getting home only to have the store call me and tell me I owed $100 more because the distributor increased their prices.

There was no sympathy, empathy, or understanding about my situation from Michael. They blamed the airline and took no responsibility for what they had done. They were making their mistake my problem. I was furious and told by Michael to contact Customer Care (talk about an oxymoron). I did and spoke to an even less sympathetic manager named Chelsea who took an even harder stance telling me the amount had not been charged to my card, merely authorized.

When I pointed out that the $3,200 amount was blocked from my card, she told me to call my bank and have it unauthorized, which I had already done, and the bank told me they needed to have the unauthorization notice come from Expedia or Delta. I told her this and she said I should give the bank a code for this. That really set me off. I said to her that my mother and my daughter were traveling in less than a week and if I had to wait three days to get this amount unblocked, I would be paying for two very expensive, very last minute tickets, if I could get them at all! She couldn't care less. There wasn't anything she would do about it and that was that. I even told her that I had planned a $10,000+ vacation for them once they arrived in Europe and was in jeopardy of losing this money as it was all pre-booked. Nothing from Chelsea.

So, there is the state of Expedia.com. Now, fortunately, I have very good connections in the media business (and journalists) as this is my business. During my conversation with Chelsea, I had colleagues listening in and they couldn't believe their ears. One of them happens to have a syndicated consumer affairs show which he is now going to champion a crusade against Expedia. He is going to expose this particular case (and others). For my own part, I am going to every and all business affairs outlets to report this travesty. And I'm going to demand at least the cost of my vacation plus some.

In Rome, we checked in to the hotel and found out that there is no restaurant and we have no phone and no internet and were not allowed to have visitors in the room. We are 60 years old so my son had called 20 times looking for us and the hotel do not take messages. We had to leave this dump because they did not clean the room or pick up garbage or change sheets so now it has to cost me another 841 euros for another hotel. I want to be refunded for all the expenses- 4,392.97+ 1,023= 5,415.97 and please reply immediately. I have legal counsel awaiting your decision for further action. You are selling false packages and accepting money for this. My email is **

On May 20th, I emailed them again, but still did not receive any response. I called again on June 15th and someone told me that China Eastern Airlines could not correct my name and that the only way was to cancel my order and re-order the ticket. The ticket is now currently $1,103.90 which has risen from the initial $748.90 In addition, China Eastern Airlines has a $100.00 penalty fee. Expedia made the mistake with my name on the airline ticket, but they refuse to take responsibility for anything.

I felt it was unfair and I asked Expedia to refund the difference $455 because the incorrect name was their mistake. I did not receive any response with my multiple calls regarding the situation, and I was never informed by them that the name could not be changed. If they had informed me of the inability to change the name on the ticket, I could have at least ordered another ticket before the price had jumped more than twice the original price I paid.

This is poor customer service and a rude, disrespectful, and irresponsible way to treat customers. This cost me $1,103.90 to reorder and a penalty fee of $100 (Expedia itinerary number: **), instead of the original price of $748.90.

I only found out about the breakfast when I went to have breakfast in the morning. It was frustrating ringing Expedia because they put me on hold and the agent said to me that it was not included. I was furious because I could not even go out the hotel and find a breakfast restaurant in the surroundings because I needed a shuttle to take me there. Outside the hotel there was a highway and of course, I had to pay for that myself.

This is the exact message that was shown on my Expedia itinerary: "Although this itinerary doesn't qualify for ThankYou Points, you can still earn points if you add a hotel booking today or any time before you travel. Learn more about how to earn points for future bookings."

So after booking the flights, I booked a hotel as well. After the trip, I called the Expedia customer service. The customer service representative told me that I wasn't qualified for ThankYou Points because I booked the flights and the hotel on separate itineraries. But I told her that the message on my itinerary was very ambiguous because it wasn't clear to me whether the hotel has to be booked on the same itinerary. The customer service representative rebuked and said that the message clearly stated that I had to book a hotel on the same itinerary.

All the message said was "you (I) can still earn points if you add a hotel booking today or any time before you travel", something which I did. The message said nothing about booking the hotel on the same itinerary. The fact of the matter is I did not expect it would make it a difference using different itineraries for the same trip. The worst thing is the customer service representative wasn't nice. My phone got cut off (or hung up).

If she misses her flight because of changes that we don't know about, it may be a week or longer before I can get her on another flight. Due to all the people that have been stranded for the last several weeks. In addition to getting her a new flight ticket which will be close to a thousand dollars, it will cost several thousand to find her some place to stay depending on how long before we can get her a flight.

I didn't know I needed to prepare "China visa for Taiwanese" just for connecting the flight; no agents even told me. The information above didn't provide the relevant information at all either. (Click "CIBT" and "Proof of Citizenship" for no information provided). When I arrived at the airport, I just found out I needed another China visa to fly away. Nobody at the airport could help me; they just said it was interesting that Delta was behind sold this ticket. No company counters in Taiwan airport could help.

I keep calling Expedia for almost 8 hours whole day from Taiwan to U.S.A. and they all said I needed to pay USD $160 for changing the date and there might be fee added for the different seat. All of the seats left at that moment were only double the price of my original flight, which means I needed to pay double my original cost to fly away. They don't allow refunding the tickets either. Expedia even asked me to call Delta in United States by myself because they bought the ticket from them. I bought the ticket from Expedia. How should I know it is Delta?

Finally, I found a cheaper flight at the last moment the next day that the price was cheaper than my original flight. But I still needed to pay USD $75.38 and I needed to take the taxi to catch up to the airport in very limited time. Also, I lost one day in Madrid. They didn't even allow changing the returning date unless I pay another USD $160 and the different seat fee. I didn't have time to change the returning date because it was very urgent.

They want to get rid of Visa issue by using some few wordings and you wouldn't find helpful information there at all. There is no warning message in advance which is useful. And they wouldn't pay the cost the customers would face. Please expedia.com pay me back the following: telephone call fee to call Expedia.com (USD $35), the cost of changing the flight (USD $75.38), the cost I dealt with the flight all day (countless, say USD $55), and the transportation fee I went to the airport twice and taxi (USD $37). The total amount would be USD $203.

I decided to go ahead and book and then get the payment transferred to the Citibank card. Expedia refused to do this. It was bait and switch. I never should have used Expedia, their customer service is awful. I never should have taken out the Citibank card, it was a lie they did not give you the $100 credit. I will never use Expedia again. I cancelled the Citibank card. Expedia will never help you, they are horrible you have to call them 10 to 15 times to get through when you need them they will not help you. Citibank and Expedia made the offer and it was a scam. My reservations are not cancel able and they screwed me. Do not let them screw you. Lost the $100 deal, lost my good flight reservation and price.

However, 10 days back, we decided to cancel the trip due to some personal health issues. As such on 20th of April 2010, I again called Expedia to cancel my tickets. To my surprise he mentioned that the tickets are non-refundable and no refund will be made in case of cancellation. After I told him that we were informed only $250 per passenger, he suggested that I wait until 23/24 of April to check the status of Alitalia flight due to volcanic eruptions. It may be possible that Alitalia will cancel the flight and I will get a refund. I again confirmed that the maximum deductions will be $250 per passenger. The Expedia guy confirmed again this, although initially he denied the same. However, for last two days, when I called them to cancel my tickets, they have been telling the same lies; no refund as those were non-refundable tickets.

On the 24th, I made many international calls to Expedia, but they always moved me from one guy to another. In those calls I repeated my story to everyone but without any help. One of the supervisor, "Jose", called me back and informed me that someone from Expedia will call me to resolve the issue. But no call was made to me. As a result, I lost $3100 for no reason. I have recorded all the conversation that happened between Expedia and myself on the 24th and the 25th of April, but the only thing we can note is my waiting time on the phone. Another lie Expedia told is about refunds. I specifically asked them whatever money I can get refunded would be fine with me. Initially, they denied, however, when I asked about my taxes I paid on tickets, they said Alitalia is closed now and I would need to call them again. Ultimately, I gave up on Expedia and realized that I am just a common man and USA is run by corporate people who really don’t care for individuals. I would like to take up this case further into court, but again that’s a waste of time on my part. I lost $3100.00 altogether just because of a lie from Expedia.

The flight to HNL was delayed, so they missed the last connection to ITO; and Island Air booked them a room and rescheduled the flight with Hawaiian for 6:30am the next day, tsunami Saturday. When they arrived at the airport at 4:45 the next morning, they were told that a tsunami was generated in the Pacific and flights to ITO were cancelled until after the all clear expected after 1:00pm. Being that this was not good for the seniors, they caught the next flight back home.

I began the communication with Expedia and got reimbursed for the hotel and rental car. I had to call the hotel and car rental agent to do this, and Brennan at Expedia said that I would have to wait until Monday so their agent could call Hawaiian Airlines (HA) while I was on the phone to process the refund.

On Monday, I was told by Jangoe and then Michaela at Expedia that there would be no refund because a portion of the trip had been used. I called and talked to Hawaiian consumer advocate line at HA and spoke to Genie on March 3, 2010 who said that Hawaiian was offering refunds but because I booked through Expedia, they would have to initiate the request and so I called Expedia again.

Each time I called Expedia, I had to go through the whole process and story because I always get a new agent in the Philippines. I finally got a supervisor on the 4th, Alexa, who followed up with HA and talked to Genie. Alexa gave me a case number and said she would process the case. I called back on the 5th and got Kelly, who even with a case number, told me there would be no refund. I was transferred to another supervisor, Karen, who apologized and offered me a $100 voucher for my frustration but said I would have to call back because the HA office was closed.

I called back on Monday, the 8th, and talked to Harold at Expedia, who now with HA, said that he would fax the request and that it would take about 30 days to process. I never saw a refund to the account, and when I called Expedia and spent another two hours, about average, on the phone today, Thea stated that she talked to Irene at HA and Irene said that I was supposed to have faxed HA to get the refund. I confirmed what she said and then called Irene. Irene told me that because 30 days had passed, Expedia can no longer request a refund and that I have to fax documentation to HA consumer affairs. I called Expedia back and Thea would not take my call. I will now follow up with HA.

And now, I have problem; they can't give me a refund. I will contact Consumer Affairs and my credit Card and complain all over the online complaint site if I don't receive 2 of my airline refund. This so weird what Expedia did to me.

I finally managed to get through to a supervisor who said there was nothing he could do and that the ticket had been changed, not canceled and I needed to talk to the airline directly. I called Iberia and after arguing with the agent for half an hour, I was finally transferred to a supervisor. She confirmed the airline rule that if a passenger is a no-show, they lose the entire ticket and that it was Expedia's responsibility to inform their clients of the airline's rules and regulations. Furthermore, I was informed there was indeed a change to my mom's ticket: Expedia had changed the name on my mom's ticket and gave it to another traveler. Expedia essentially wiped their hands of the issue and placed blame on the airline who in turn did the same thing.

When asked for help to get my mom back from Spain, Expedia simply said they were abiding by airline's rules and refused to do anything. Iberia at least offered to search for their lowest ticket back but did not do much more. I went back to Expedia's webpage and looked up the rules and regulations regarding my mom's flight and found this: "We have not received rules or restriction information for this flight. In most cases, the following rules and restrictions may apply: Most fares are non-refundable, but in many cases, the value of a ticket may be applied to a change in travel dates if the change is made prior to the departure date of the originally scheduled outbound flight. Rules and restrictions are imposed by the airlines and are subject to change. Expedia must abide by these rules. Any changes to your flight reservations may incur additional charges. Airline tickets are non-transferable."

"We have not received rules or restriction information for this flight", so why is Expedia unwilling to help? I'm not asking for a refund, simply asking Expedia to put my mom back on the flight so she can travel with my in-laws. Like many have said, my family and I have been loyal Expedia customers for many years until today. My family and I have also been flying Iberia to Spain for several years and now will reconsider next time I need to purchase airfare.

Maria told me that I was contacted via email, so I will have to pay more money in order to rebook that cruise. I asked her why wasn't I contacted via phone, because my contact number is on the invoice. She said that they do not contact the customer, and that it is my responsibility to contact them by the final payment date. I informed her the date past by and I didn't think about the date until I called today to pay the balance on the cruise.

I would have not paid a deposit on a cruise to lose my money. I believe it should be Carnival Cruise Line's responsibility also to contact the customer via contact number on the invoice to verify that the customer is no longer interested in going on the cruise. Rather, they didn't care if the customer (myself) had for some reason forgot the final date, unless this is their intention to let the date pass so they can take advantage of the customer by keeping their deposit. If I would not have contacted them to pay the balance today, I still would not have been notified.

This is considered very poor customer service. I would like this information shared with the news media and reviewed by an attorney at no cost to me because I already have lost money and wouldn't want Carnival Cruise Line to take advantage of any other person that put their deposit down to take a cruise. I will never book a cruise with Carnival again. It's probably a good thing considering people are coming back from cruises sick with airborne illnesses. Thank you.

After requesting a Johannesburg/Seattle flight, your system spewed out a variety of options and I was asked to select one. After selecting the one that suited me, it showed the routing and times of three sectors, i.e. Johannesburg/London, London/Chicago, Chicago/Seattle. Remember, at this stage of the booking process, no choice is offered to the traveler in selecting connecting flights or times between the cities presented to them. I then selected the above and was asked to select the return sector, which I duly did. Thereafter, I went through the process and was issued a confirmation.

After forwarding the Itinerary to my hosts in the USA, I was advised that since my USA entry point would be Chicago, I would have to go through customs there and that the 75 minute connection time to Seattle is totally inadequate. Considering that the London/Chicago route is an international sector and that all passengers have to go through customs here, what are the chances that anyone could make a connecting flight to anywhere within 75 minutes?

It appears that there is a serious flaw in the booking system of both Expedia and AA in allowing inadequate connecting times and it is against this background that I am looking for positive answers and not excuses as to who is at fault. From my side, I called Sandra at the American Airlines call center in the USA and she explained that although the system shows the connection times as valid, she agrees that the connection time should have been a minimum of 90 minutes. She advised that to change the Chicago/Seattle sector will cost USD250 p.m. plus any difference on the ticket price.

I thought that this is extremely unfair, as on the one hand while the system shows the connection as valid, she agrees that it is inadequate. After much discussion, she advised that we speak to Expedia. I then called Expedia and spoke to a Conrad, who after listening to my query and the comments that I received from my call to AA, passed this onto a supervisor, Clifford.

Clifford agreed that the connection time was inadequate and mentioned that if Expedia were in the wrong, they would compensate for any costs incurred. He then asked me to hold while he called AA. After a short while, he advised me that though AA says the connection appears valid on their system, they also have doubts as to whether we would make the Chicago/Seattle connection. He further stated that AA would carry the cost should we be delayed by either landing later or being slow through customs. It was also mentioned that the standard connection times are normally 90 minutes while our connection time shows as 75 minutes.

We were pleased with Clifford's response and asked him to send me an email confirming the gist of our discussion, which he faithfully promised to do within the next 30 minutes. An hour later, after no email was received, I called Expedia again and spoke to Jack, who after checking the case no. said the matter was on hand and I would receive a response within 24 hours. When no response was received, I sent an email this morning to your customer care with my case no. and received a generic response with a new Case ID (REQ: xxxx). A short while later, a response was received to this mornings email under case ID (REQ: xxxx), not under yesterday's complaint case ID: xxxx. I was extremely disappointed at the response as the email definitely did not encapsulate the Expedia and AA response that Clifford verbally gave us last night.

Today, I called the South African office of AA and spoke to one Maria. She also agreed that the connection times between Chicago/Seattle were inadequate and mentioned that Expedia should be held wholly responsible for the error as it was their system that provided the connections and not AA. She further stated that as travel agents, they normally allow a minimum of 90 minutes for connecting flights. She further mentioned that discussion between Expedia and AA appears on the AA system and that I await a formal response from Expedia.

From the above commentary and statements from both AA and Expedia staff in relation to the short connection times provided in the booking system, it is a given that there is something seriously wrong with both the AA and Expedia systems. If this is so, why should I or for that matter any traveler be forced to pay for errors not of their own making?

The bottom line is that I require an undertaking that Expedia or AA will indemnify me for any costs incurred in the event of me and my wife missing the connection flights between Chicago and Seattle due to the lack of providing us with an adequate connection time. The alternative is to change the Chicago/ Seattle flight to a later time at no cost to myself.

If all the parties agree that the connection time is inadequate in Chicago, then it is obvious that I will suffer financial losses if I am delayed in customs, transfer to different terminal and miss the connection flight. American Airlines and Expedia both, via their booking sites, request passengers to be 90 minutes early for their flights. All I am requesting is that either Expedia or American Airlines take responsibility for a flaw in their booking system by either providing me with an undertaking to reimburse me in cash, not in kind or change my flight to Seattle to a later time in the day.

During that time, business class ticket cost for our new itinerary was USD6,627.80 but I told the CSR that we were willing to pay for the ticket cost difference plus any applicable fees for the change made. The CSR advised me that my credit card will be charged $408 for the changes made. I fully understood the policy and told her to go ahead and perform the requested change. The CSR reminded me to check my email for the flight confirmation which I did right after I hang down the phone. To my surprise, Expedia downgraded our flight from business class to economy. What more, they also charged us the entire cost of the new flight itinerary.

I called up Expedia right away and talked with a CSR named Jasmine. I related to her the whole story and she did acknowledge that the CSR who previously attended to my concern made a mistake. What blew my head away was when Jasmine repeatedly told me, with emphasis, that I just lost a lot of money. I asked her to repeat what she just said and again, she told me, "I'm sorry but you just lost that amount." I argued by telling her that as far as I'm concerned, it was their loss not mine because it was incurred due to their own mistake.

I demanded that they refund me the original ticket cost less any applicable cancellation charges or upgrade our flight to business class as originally intended and we are willing to pay for the difference. She told me that she will consult her internal support helpdesk and that they will try to contact me within 24-72 hours. Your guess is right. I did not receive any call from them. Given the amount involved, I had no choice but make all the follow up calls myself.

During my (8th) follow up call, I was able to talk to Rona, a supervisor. She promised to call Qatar Airways for my upgrade or refund and instructed me to call after 9 hours. I made my 9th follow up call as told. I asked for Rona but I was told that she was currently engaged on the other line. The CSR then offered to assist me. As usual, she told me that she will try to consult her internal support helpdesk.

I had been hearing this remark all the time. It came to my mind that these people were not taking my problem seriously because up to this time, they have not made any progress yet. I always end up where I last left. I was beginning to suspect that they were not serious about finding a solution to my problem. They don't seem to care. And would you believe, my suspicion was affirmed when another CSR supervisor I talked to admitted that Rona (the other supervisor) did not make any call to Qatar.

At that point, I lost my cool. The CSR tried to appease me by saying, yes, you guess it right again, "Let me discuss this with my internal support helpdesk. I will put you on hold if you don't mind." I thought, "Do I have a choice? " For the nth time, there I was again put on hold and this time for almost an hour. I gave up! I burst into tears and just broke down.

Expedia is an extremely, almost impossible entity to deal with. I was feeling hopeless and desperate. I decided to google "Expedia Complaint" and realized that I am not alone. So here I am sharing with you my anguish, all of a sudden, a solution came to my mind. I decided to call my credit card company and related to them the whole story. Amexco (oh I love them) told me that they will put the payment to the merchants (Qatar/Expedia) on hold and that I don't have to pay for said amount until my case is resolved. Isn't that wonderful?

Right after talking with Amexco, Expedia called informing me that they are reviewing my case in the corporate level. They requested that I lift my dispute. I shot back, "No way! " I told them that I will only retract my dispute once they gave me an acceptable solution to my problem. I suffered stress and anxiety all through out my ordeal with Expedia. I also lost a lot of time/productivity attending to my problem with them while making all those follow up calls and being put on hold on the phone very long. It's traumatic.

Being this is our wedding, we needed to get on the on the earlier flight, to get our wedding license. Wes got us to the supervisor who charged us a $200.00 change fee for something Expedia did. I worked 3 yrs for the airline and know what good customer service is, and this was not it. I hope we can get the change fee back as this was not our fault. Even Wes was appalled at the supervisor’s decision.

One week prior to the trip, I found out that my husband was laid off. I called Expedia to cancel the trip. They refunded the hotel with no difficulties; however, they stated that the airfare was non-refundable. They specifically stated that my insurance (underwrited by Berkeley Insurance) would not cover the cost of the airfare. They stated that the only option I had was to rebook the airfare for up to one year. They informed me that the only thing that my insurance was good for was to refund the $150 per ticket change fee that would result from Delta when I changed the dates of my airfare.

I waited until March when I booked the airfare to another destination. I then called Expedia numerous times to figure out how to re-book the airfare and how to receive the refund for the $300 in change fees. Finally, Expedia transferred me to the Berkeley Insurance Company who informed me that under the terms of my insurance, I could have gotten the entire cost of the non-refundable airfare reimbursed due to the fact that my husband lost his employment.

Originally, Expedia told me on numerous occasions that the insurance would not reimburse me for the non-refundable airfare at no time and they gave me contact information for the insurance company. I was simply placated; not only was I not reimbursed for the airfare originally $1300. However, for the past year, I have been paying interest on this amount as due to the financial stress of my husband losing his job along with my status as a graduate student, we could not attempt to pay off this vacation.

In addition, we recently re-booked the airfare as we thought we had no other choice other than to let the tickets go to waste. Booking the tickets includes spending money on hotel and a vacation which we still do not have the money to do as my husband is still unemployed and I am still a poor graduate student. Obviously, I am not as upset about getting to go on vacation; however, we would definitely not be spending any additional money if the airfare had been refunded through insurance as should have originally been done.

I experienced two separate issues with Expedia, one was a vacation that was totally ruined. There was an error with my booking and their online system did not provide me with the necessary information I needed to remedy the error, alas a vacation that was ruined. I got stranded in one location with a reservation in another. Expedia did not offer to assist, I too, suffered lengthy wait times on the phone and dead lines. I had to buy a return ticket on my own, my costs averaged $600 to $700 on top of my original reservation.

Expedia would not assist in any way. They would not refund my hotel reservation in full. My airline ticket on Jet Blue was destroyed, they changed the return date, over-billed me for the one way ticket. It was horrible. Please note that their Customer Service Department made such a mess of my reservation, that Jet Blue intervened on my behalf and pulled my ticket from expedia.com. And in another case, I believe they are over-taxing customers. This is all part of a 48-hour nightmare I went through on February 28th to March 1st 2010.

In the meanwhile, the transactions will set there for four days. I will have 10 checks bouncing as my vacation was a budget of $900 and Expedia has taken $1200 out of my account causing my very small checks to bounce. So in essence, I have spent $1200 plus $400 in bounced check for nothing, really nothing! I am completely screwed out of my vacation now due to the extra expense of all the bounced checks. Expedia is the worst corporate company I have ever dealt with. After five hours of calls, I finally reached tier 3 customer service where they were all a little nicer but I still was told sorry about my luck. Expedia is the worst.

When it was time to board, they announced that due to a mechanical problem, our flight would be delayed an hour and the monitor made notice of this. We were given new boarding passes after this. At approximately 5:30, we were informed that the aircraft was being tested to check for departure. We decided to grab dinner at their Burger King for $13.90 (I still have receipt). Arriving back to our gate, we were informed that it would be a bit longer and the departure schedule on the monitor changed to 9:30pm with a different aircraft or flight number. We were instructed to line up and get our passes and hotel info.

I explained to A.A this was unacceptable, to arrive in Cancun the next day due to their mechanical failure and not having a back up. That we could not accept an overnight hotel after being flown to Dallas, arriving at 11pm. From the airport, my husband called Expedia and spoke to Mike A. (he was given a reference #58045476). He explained that we purchased insurance for this trip and due to A.A. fault, our 4-day vacation is being stripped of 19 hours and was unacceptable. We would like to get a refund and book at a later time. We explained the same thing to airlines at the counter.

On February 25, 2010, Thursday at 11pm, I am now at home calling Expedia. We talked for at least 1 hour. After being put on eternal hold, I found out that nothing could be done to call back because the hotel reservations and A.A. have business hours of Monday to Friday. Sigourney was the guys name, he also explained that we would be given a $50.00 voucher for our inconvenience.Saturday, we notified our credit card company to dispute these charges. I also emailed Expedia and American Airlines about this nightmare. Friday and Saturday, we spoke to Vicky and Bryce (again given a reference# 58052572) at Expedia we continuously got put on eternal hold they would get back on the lines and state that they are sorry and to please call back.

Sunday morning at 9:30am, I called Expedia and spoke to Ludwig I have finally gotten 3 nights of 4 credited and the Cancun transportation voucher refunded in the amount of $867.78. We were informed that we would have to pay the first night Hotel in Cancun because we did not cancel 24hrs in advance and that was the hotel's policy. I was also informed that I have to call A.Airlines and get my refund and that A.Airlines informed Expedia that they could get us to Cancun but it was just delayed.

I was again given a reference #58104105. I was told to call American Airlines to get my refund and to wait until Monday when during business hours, they gave the me 1-800- for A.A. I am still holding a balance of $945.63 at this time, completely drained, and emotionally exhausted. I get up today, Monday, March1,2010 to check my emails from Expedia and American Airlines. They both explained to me that this could not be handled via email and to call. Once again, I am on the phone with both. With American Airlines, I spoke to Pat ** at 8:31am, when they first opened. She informed me to email **, which I immediately did.

I have copies of the letters for TIC refund for myself and my husband. Shortly after, I checked my email to find a letter saying that they were sorry for the delay and that as a result we cancelled our vacation. They sent an e-voucher good towards $100.00 off for our next ticket purchase. They also explained that because we purchased through bulk fare (email/vendor/wholesale) that we must pursue our request with our vendor/travel agent, I assumed they meant Expedia. I am completely exhausted.

I then called Expedia again this evening, I spoke with Briana at 4:40pm, she could not authorize the refund but would fax American Airlines Tulsa Office requesting for the refund once again. I had Briana send this email to me also so I could keep it in file. She did, and like all other information, I have copies, dates, names, and times. We were still out half the money, have not left St. Louis, been passed around in circles, lost 1 vacation day at the airport for 10.5 hours on Thursday, the 25th of Feb, and still being charged for 1 night hotel in Cancun.

My husband is 53 years old and been on his job for 32 years, his corporation only allows vacation days to be scheduled and approved or denied prior to the pay period asking off. We couldn't just call to get our vacation extended. We have not asked anyone to absorb the amount we lost at the airport, we only ask that Expedia and American Airlines absorb their portion. We only ask for the money we are out less the insurance plan purchased. I am desperate to find help with this matter.

Three weeks ago, Feb 1, 2010, I did use one of the tickets to book a flight for our son. I immediately contacted Expedia to ask for the $150.00 credit for the change fee. After three weeks time, hours on hold with one representative or another who cannot do anything for me, a conversation with the insurance company and 5 different faxes to three different "supervisors", I still cannot get any resolution to this problem. After reading the other complaints here regarding Expedia, I see I'm not the only frustrated consumer. So why is Expedia one of your advertisements on your webpage?

It took me 55 minutes (as recorded by Skype) before Adelyn finally agreed to make a refund to me but required me to call back after I check out. I do not appreciate Expedia's policy of: Refusing to refund for the night even though ten days' notice was given. Requiring customers to call back for refunds even if it has been agreed upon. Expedia is a travel giant and dominates the travel market in the US today. It is an extremely bureaucratic company. Their policy towards customers should be investigated into carefully. They are bullying customers.

I would really appreciate it if they could give us credit for those tickets. My father and mother are planning on traveling in April to California. I am sure they get requests for this type of thing all the time. I just wanted to ask so we did not lose the money that was spent for the tickets. I have attached the itinerary information as well. Any assistance would be greatly appreciated. I am just trying to help my parents see the Giant Redwoods in California.

This flight credit was a substantial amount of money and had we not talked to Jean we would have happily traveled over the last couple weekends to ensure that it was used up. I don't expect that everyone at a call center will be fully versed in all airlines policies, etc., but I do expect that they will follow up with the airline and verify the information they are telling me (especially when I ask specifically for them to do so). I've been told by Expedia and American Airlines that there's nothing that I can do.

Finally, after numerous times of me asking her to just simply go on their website and look at the price, which she never did, she told me to just change it through Delta, which I did and the process with Delta took me less than 5 minutes and for only the $150.00 change fee. I think they are lying just to make a quick $50 on people who need to change tickets. The consequences are just time and frustration.

We will loose over $500 in credits with Expedia and my son, the ring bearer, and myself, the maid of honor, will not be able to afford to fly to my sister's wedding. I am not only ruining her wedding but we are losing money that could easily pay a car payment!

I contacted Expedia multiple times - Victor, Bernice, Anita, Jocelyn, George, Gabby - listened to a lot of music and each time was told that there is nothing they can do. Anita offered a ray of hope and told me the issue could be resolved if I would call back between 1 and 5pm; but when I called back at 2:30pm, Jocelyn said they could not do anything. Jocelyn's supervisor, George, said the same thing; as did George's manager, Gabby. So I guess Anita just wanted to get me off the phone. That was the low point - to be told that there could be a resolution, being hopeful from 5am until 2:30pm and then calling back and hitting a brick wall.

I would like to take this trip. I purchased the ticket for myself and would like to use it -- I am not trying to transfer the ticket to someone else and I did not ask for a refund. I have been advised by both Expedia and the airlines that the ticket cannot be used by me or anyone. And that -- even though it is a month until the departure date - the error cannot be corrected. Thus, no one can use this ticket and I paid $684.35 for something that has zero value. Please advise your readers to be very, very careful when booking flights online with Expedia and to double check every letter and number.

I hope that others will not have the same experience that I have had. Please be careful.

The girl there, Ruth, looked into the problem and told me the Expedia website system was not accepting the authorization code for my card and was timing it out each time I tried to use it. So I called Renee at Expedia back and was told by Louise that Renee was unavailable but would call me. Fair enough, I thought, they are busy and the girls were friendly on the phone. Four hours later, Renee still hadn't called back so I phoned the 0800 number and got Louise again.

I explained the situation to her including what Ruth at my bank had told me. She doubted what my bank had said about the Expedia system not accepting the authorization code but said she would have a look at my itinerary. She did this and then told me the problem was with Air China who won't let people pay by credit card. She said I would have to go direct to a retailer to get my air ticket.

When I asked why their website advertised so many flights through Air China, she claimed she had told her supervisors to take that information off but they hadn't yet, even though lots of people were trying to book tickets on Air China. I said, "so I have wasted several hours trying to do this, all because of your company's false representation. Does this mean I will have to pay a full retail price to get to see my son?". She said it looked like it and did apologize. I told her that because of her company's incompetence, I would be denied the trip to see my son as I couldn't afford the full retail fares advertised. Then I hung up.

Now, I booked a standard refundable room with two queen beds at $104 a night. At the bottom of that page, it told me my total would be $240 and some change. I clicked "continue with booking" and when all was said and done, and I had put in all my information, the total somehow jumped to $253. I just figured it was for taxes and such. Excited that I finally had a hotel booked, and that this trip was becoming real, I closed out of the website, after double checking everything of course and clearly making sure I only had to be 18 to check in.

A half hour later, I checked my email, and had a confirmation email. Just scrolling through it, I clicked on the rules link, and discovered I had to be 21 to check in! Now I knew something wasn't right. Going back to my email to look more closely, I realized I had somehow booked a standard non-refundable room at the Hilton Garden Inn for $110 a night! I was so confused and very upset because it said non-refundable, and this clearly was not the hotel I booked. I had never even heard of this hotel.

The lady at the hotel was very nice, and told us they had not yet received a reservation for me. But, Expedia had already charged my account for the $253. So I called Expedia back, argued with the lady to talk to a supervisor. I argued with this foreign guy for 45 minutes! At this point, I had decided the Hilton looked better than the Holiday Inn anyways, and I did only have to be 18, even though Expedia's website says 21.

All I wanted from Expedia was an apology, admit that they went wrong, and that they would help fix the situation. Maybe put me in a hotel for a free night, or compensate me somehow. No! Instead, we argued for 45 minutes! I told him he must be an idiot for not knowing his own website, and that it was clearly their mistake, and that I did not book a room for that hotel!

In the end, Expedia did nothing to help me. He just kept repeating the same information like a damn robot. And now I'm stuck at a different hotel, thanks to the foreign idiots at Expedia.com. Consumers beware. Do not use Expedia!

This is an abuse. I wont use Expedia.com anymore in the future.

After having our corporate travel agent change the flight with Cayman Airways, I was directed by Cayman Airways to contact Expedia as they had control of the ticket to pay the $100.00 charged to change the ticket. I contact Expedia who has been on hold on and off for the past 2 hours trying to contact Cayman Airways to see if they can accept the $100.00 change fee.

I have explained that the my company is paying for this client's trip, hotel, etc., and do not want the client to be charged the $100.00 change fee at the airport. My job is on the line. I will never use Expedia for anything.

While waiting for all of this to go down, I cancelled itn #130512097150 cancellation # 200577705 (after being on the phone over an hour with Expedia and Hotel) and the confirmation says no cancellation penalty fee but the hotel says there will be one. So I am penalized for trying to do the right thing? Then on itin # 130512010407, no way to change. I just have to show up and call Expedia from the hotel to tell them I am checking out early where I will be refunded, we'll see if that happens. I am doubtful.

I will not be using Expedia for personal or business again. This is a ridiculous process in the internet age we live in. If you had told me that was the process 20 years ago, I would have believed you but now it is just pathetic. It is yours to change.

I tried to change it for my father and they said they could not. When I asked what did I spend money on, they said it protects me if I need to change or cancel the reservation. I said you just said I can't change or cancel the reservation. They told me, "yes you are right." So I asked what did I pay for if not to change or cancel my reservation. Again, they said to change or cancel my reservation.

I asked where he was located and he was in the Philippines. Figured there must be a language barrier so I asked to speak to an American. After arguing with him, he finally complied. A half an hour later, he finally connected me when he realized I wasn't going to hang up.

The rude corporate person started reading her little script the representative did earlier. You can't cancel or change your reservation. I ask what did I pay for then when I bought the insurance. The ability to cancel or change your reservation. Next time I will use Orbitz.

These telephone conversations were within the 24-hour period that the trip which had not been confirmed could have been cancelled. I also called my credit card company and put the total amount of the trip into dispute. I checked online at 11:30 pm and called again and spoke to a supervisor named Annibell. She told me that when I called, I had only made an inquiry. I had made an inquiry and that the reservation was not cancelled and that the plane reservation would also have penalties. This company deliberately booked this with no confirmation and did not cancel so that I would incur penalties. Their supervisors and reps lied so that I could be charged. This company used deceitful business practices and I believe this was fraud.

As I scheduled a week off of work and determined to travel to the Caribbean with my family, which was supposed to be a Christmas gift for my parents and my wife, I decided foolishly to purchase a completely separate vacation package again from Expedia.com for $3,148.46. My family was to depart for New York to Cancun, Mexico on December 21, 2009. Prior to departing, I called to confirm my flight via an Expedia representative and was told we were confirmed, and we can go directly to the airport terminal.

After arriving at American Airlines with my 3 month old twins, the wife and my parents, I was informed via their manager, **, who will testify on my behalf, that Expedia issued my family a ticket number but failed to issue a flight reservation. Therefore, the seats were not held and the flight was overbooked. As I called Expedia, the agent told me the flight was cancelled due to weather conditions, which is not true as an American Airline manager will confirm that no flights on December 21, 2009 were cancelled. I am requesting a full refund at the least!

I felt this was unethical and bad business practice as I feel like I reserve the right to be able to cancel the booking w/o penalties, especially as this is like one year away. I called their customer service to cancel my reservation and explain my situation as I also found another site that gave me a cheaper rate on the same hotel. This was one week after booking. I had to explain, and be on hold, still getting an answer of no, and that I would be getting a penalty if I cancel. They even asked me to dispute the charge with the credit card company.

If this is how Expedia is going to do business, they have just lost me as a future customer. I have been loyal to them for the past 5 years and I'm very disappointed in their handling of my situation. Doing this hidden fine print of new policies and penalties to trick ordinary customers, they are evil, and their customer service is horrible and very unhelpful. I will never ever recommend Expedia to anyone who wants to reserve a hotel in advance or shop for cheap rates because they give you no way of backing out even if your trip is canceled by unforeseen circumstances. This is a very bad mistake on the behalf of Expedia. I am sure more complaints similar to this will soon come. I wouldn't even be surprised if a class action suit is filed against their practice.

When I called Expedia to notify them of the cancellation, they expressed no previous knowledge of it. When I called Alitalia, they notified me that Expedia had been contacted about the cancellation on the same day I checked Alitalia's website. Alitalia told me that it was Expedia's problem and the reason I had not been informed of the cancellation was because the only contact information they had about this was Expedia's. However, seeing as Expedia had not been contacted until I informed them (though I know that a service number for Expedia was in Alitalia's records), I'm not sure who's at fault, though both companies firmly blame one another and neither is willing to fix the problem.

I continued my conversation with Alitalia to find that the flight (AZ 7680) had been canceled on October 8th. What's interesting is that Expedia contacted me on October 8th to inform me that my flight time had been changed from a 1 pm departure to a 10 pm departure. Expedia contacted me again to call them, and when I did (November 11th), they confirmed my booking on the new flight in a three-way phone conversation I held with Alitalia and Expedia. Alitalia said there is no record of this, though I have a document from Expedia dated November 11th proving my booking. Alitalia will not grant me any further information, has put me on hold, will not allow me to speak with a supervisor, and has hung up on me after not allowing me to explain my self. I have filed a complaint with their claims group and have received no further communication.

The only thing being offered in return for this is a full refund from Expedia. At the date of finding out about this change on my own, without communication between the airline and Expedia, I cannot find even a one-way flight to my destination for the price refunded. Both parties refused to put me on any other flights because there is not one of "equitable service" from Alitalia or its partner airlines at this time. Neither party is claiming responsibility.

Air France confirmed that this was a refundable ticket but further advised that that we needed to talk to Expedia as the booking was with them. In the period of intense grief, as we were scrambling to make alternate arrangements for the visa, my husband called Expedia around 8:00 am, much before the flight left. He spoke to the Expedia agent that we needed to cancel the travel. The agent put us on hold for about 30 min., came back and said that they would issue a credit. My husband told him that Air France confirmed it was a refundable ticket.

At this point, the call got dropped. My husband called 4 times that day and to his dismay, he was told that the agent had made a note that we "only inquired about cancellation" and did not actually cancel. As the flight had already departed, the ticket is forfeited. He spent over 5 hours talking to many people and they all gave shifting explanations. He finally managed to get a refund of a paltry $163.00 in taxes as opposed to a ticket of about $2000.

What Expedia did was callous and bereft of any humanity. We lost more than $1800 due to this deliberate error on the part of Expedia. My husband spent many hours on this, but in addition to the hours of work lost, it has been one of the most traumatic experiences of our life at a time of intense grief and bereavement for our family.

I am a student in Texas A&M University and will attend an academic conference in Boise, ID in October 2009. I have been ordering tickets for my personal trips with Expedia for a couple years, so I still trust their service this time. In the first place, I booked my flight to leave College Station, TX on October 4 and return on October 9. The outbound flight is basically following the order of College Station TX, Houston TX, Boise ID and the return flight is in the reversed order. Four days later, I received an automatic email, telling me that my flight is canceled by Continental and a new schedule is provided in the email. I wasn't given a chance to reject or accept the new flight schedule. I scrutinized my new schedule and found out that my return flight (Boise ID, Houston TX, College Station TX) was put forward to depart in 11:35 am in Boise, almost four hours earlier than my original plan (3:04 pm) and I definitely cannot make it.

I called their customer service to reschedule my flight. I told them clearly what has happened. The first representative told me that she needs to call Continental to confirm my information and will call me back. I waited for a whole day and no one called. I called again. This time, Expedia insisted that I have to pay the reschedule fee of $150, or they cannot reschedule the flight for me. It is totally not right because the whole situation is caused by the airline company. But, finally, I succumbed and agreed to pay the reschedule fee.

The interesting part follows. When I asked to choose a flight I saw on their website, I was told that I am not allowed to choose that flight. The only flight that is available to me is in a bad time: I will fly to Houston at late night and the final leg (Houston College Station) is in the next morning. I asked if I can cancel my final leg since no one likes to sleep over in the airport. My request was rejected. In the end, I lost $150 for no reason and was put in a flight with a worse schedule. I have to spend another $30 to take the bus from Houston to College Station on that night because like I said, no one wants to sleep in the airport. No compensation of any kind is provided by Expedia.

I sent them a complaint letter, and this is their response: We are more than willing to assist our customers in any way commercially possible. We, at Expedia, are dedicated to providing knowledgeable service and support to our customers. But we are constrained by the policies of the vendors whose services we provide on our website. When a flight itinerary or hotel itinerary is purchased on Expedia, we act as the agent between the client and the vendor. Any transactions are governed by the rules and restrictions put in place by the vendor providing the service. Even though they have their own secret rules, what about consumer rights? This is the worst service I have ever experienced. If anyone is interested, I have kept all correspondences for future references.

After I had not received my refund within the 10 business days, I called Expedia again. That time they told me that it was processed but that it would take the airline 60-90 days to refund my ticket costs to me. After the 90 days had gone by and I still did not have the refund, I called Expedia yet again. Then, they told me that the refund was never processed at all. I had been waiting for 3 months for $1,100, only to find out that I now have to wait another 30-60 days for it to be credited back to my credit card. This is absolutely ridiculous! They cannot even give me a confirmation number to prove that they had processed my refund. How do I know that I will get that money back? They are an unorganized business and I will never order anything from them again.

I called back and spoke to Al. He was not helpful. He asked me why my bank didn't call them! Excuse me?! I booked with your company and your company has committed fraud. You are going to deal with it. I was then put on hold for about 30 minutes, while he asked his help desk. The help desk said they cannot do anything unless I send in my bank statement showing the additional charge. Why can't they just call the airline and ask them?!

It is now 20 days since that call and I called to check on the status of that $154 credit. Lo and behold, I was told by Oscar, a supervisor, that I was not going to get that $154 because whomever I spoke with did not have that on record. My dismay is after all that time, my valuable time, spent here on earth dealing with Jane and Tezra, what?! I asked Oscar to give me a name, an address, anything so that I could speak to someone further about this. He told me that there is no one else besides himself that I can deal with. Hmm, is this another way to scam the public?

He said that due to the availability and flights, prices change. I understood that but he would not even provide me the $100 coupon that Expedia is offering until the end of August 2009 when booking a 2 or 3 night hotel and flight package. I called back, this time, a woman (overseas headquarters) says she is unable to hear me, cannot help me and hangs up. I called the last time and I have been placed on hold for 15 minutes because the representative is unable to understand. I spoke to the manager and it's ridiculous. I just gave up.

I called again after that to confirm once more, everything was still good so I called the hotel and they told me the same thing, just come to the booth and you'll have your tickets. In addition, I called once more to the hotel and asked and once again they confirmed that the tickets were waiting for me. Once I got to the hotel and waited for about 45 minutes on the ticket line, I encountered problems. Initially the advisor told me everything looked good, I just have to make one call to the front desk to sign off on it. However, as I asked him multiple times and explained to them the situation he reassured me that all will be well and ultimately wasn't. The front desk stated that they had to get in contact with Expedia and we were on hold for about 10-15 minutes and finally I was rejected. The advisor at the hotel even told me exactly where my seats were supposed to be (Row KK) and said that he saw everything in the computer. However, I never received my tickets.

The next 5 hours was littered with me calling both sides and each side treating me rather unfavorably and discourteously to which point I could take no longer of getting the runaround and the lack of compassion, so I raised my tone and got rather lucid on the phone about my displeasure. The rep did little more than say that there's nothing she can do but that is a lie as later on in the conversation, a "solution" was brought to me that I promptly rejected because of the ludicrous style in which it was proposed and the nature of the future credit towards another Expedia purchase. However, to take advantage of the purchase I once again ran the risk of dealing with this disturbing level of "customer service" if I had again run into any issues with a vacation package after having this horrible experience this time around. In addition, to take advantage of this "solution" I would have to spend a lot more out of pocket to get that minimal credit towards a future package, which once again, would mean that I would get the shaft.

Throughout the calls that I had made I was repeatedly told that I could go and buy the tickets for full retail price, as if permission was needed for me to go and buy the tickets. The tickets were not the topic of debate any longer it was the customer service experience that drained me and caused me to lose the first day of my (W-Sunday) 5 day vacation.

Once again, I was the one that felt the burn and burden of this horrible experience as Expedia and the hotel already had my money and I was left on the proverbial outside looking in. I lost the first day of my vacation. I did not get the tickets (although that is not the point of the complaint any longer as I cannot use them anymore).

On July 27th at 8:00 am, I went online to check in for my 6:00 pm return flight, and what do you know? There was none! My card had not been charged; Expedia still showed reservation only, and Frontier was unable to do anything with a flight confirmation code. I was on the phone with Expedia, then Frontier, then Expedia, then Frontier and then Expedia again. The third Expedia call was dropped. My 4th call I made while walking to the capitol for an 11 am tour. My family went through security and because I was going to have to hang up before going through security, I went back outside, and waited 30 minutes more (no one ever spoke to me) in order not to lose my place on hold and have to start all over again. I gave up and dialed again in order to speak to someone. I got in line to enter the capitol, called Expedia, and explained that I was only able to talk until I reached security, so I was going to have to hang up shortly and when I called back, I was hopeful that they could help me get on that 6pm flight home.

After the tour, I got back on the phone at 2:00 pm and walked to the Smithsonian American Indian Museum and went through the whole process again while my family toured the museum. Each new person I spoke to could only repeat the same answer; none was able to offer satisfactory help. I persisted in speaking to a supervisor and then another before finally speaking to Oscar ** in El Salvador. He, too, had no authority to do anything other than book me a different flight home at the day's price, but I did ascertain from him that the notes they had for my July 14th phone conversation where I received a verbal confirmation only says that an inquiry was made. There was no description of the inquiry or the resolution. So, it was true that Expedia had no record of my flight reservation because whoever I spoke to that day (before I started asking for names) did not document it.

Before hanging up with Oscar at 4:30 pm on the 27th, I Informed him I would be pursuing this upon my return. He said he would be too. Imagine my complete surprise at home on July 30th when I opened an email from Expedia confirming my DCA to LAX flight, complete with a flight confirmation code that I would have given to Frontier the morning of the 27th: **! Unbelievable.

At 10:30 am, I just hung up with Christy, one level above Gabby (who's above Mia). She first offered me a $100 Expedia flight coupon. I explained that was not satisfactory to me. After a little more conversation, she offered $200 Expedia flight coupon good for one year and credit my card with $60 to cover the extra hotel expense. She cannot refund a flight, but she can credit my card with $60. Go figure. I don't like the idea of having to go on a trip as a form of reimbursement, and I don't like the idea of having to do it through Expedia. Christy also said in regards to the July 14th call, "You were told you did not have a reservation," which I found disturbing. I asked her if she had a name for the person I spoke with, and she said no, but that can't be right either, because in my conversation with Oscar, he gave me the name of someone I had spoken to earlier that day.

I persisted with Christy that it made no sense for me to book a flight on the 6th, make an email inquiry on the 12th and a phone inquiry on the 14th and still leave for a trip without a final confirmed reservation. Her answer was that the Expedia homepage shows I had no confirmation, even though the subject line from Expedia's email says "Expedia Travel Confirmation," and the email says "Here are the itinerary and confirmation numbers for your trip. For more specific details, see the My Itineraries in your Expedia Account." According to Christy, that is not a true confirmation. So why did Expedia send an email July 23rd with the Frontier confirmation code that they were not able to refer to on the 27th when I called?

When I looked at Expedia's website for alternative flights on the same dates, there were no longer nonstop flights and the prices were almost double what I had paid. I asked to speak with a supervisor. His name is Brian and he listened to my story, then gave me a reference number and said that he needed to call Mexicana directly to see if they would put me on another flight perhaps the following Saturday. Ironically, the following Saturday is still an October date. He never mentioned anything about the swine flu restriction. He promised to call me back in ten minutes. After an hour and a half, I called Expedia again. I spoke with someone who said her name is Erica. I gave her my reference number and asked to speak with Brian. She said that she could not guarantee that I would speak with the same supervisor and so she placed me on hold.

Fifteen minutes later, she returned to say that perhaps they could get me on a flight later in the afternoon on my original departure date. Ironically, while I was holding, I called Mexicana and was told there is no travel restriction due to the swine flu and my canceled flight was still a scheduled flight on Mexicana's website, at a much higher price. OK. Holding... Holding... Here comes Joe the manager. His story is that Mexicana did give Expedia the swine flu excuse for canceling the trip. He said that Mexicana has been offering re-protection. When I asked him what re-protection means, he said that Mexicana is offering to rebook us on a different airline. In his opinion, he suggested that the airline may be going bankrupt. I asked him if that was the case, why wouldn't they re-protect us for our return flight too and rebook that flight. He said they would only do it for the flight that had been canceled.

He asked me to hold while he tried to set up a conference call with the airline to get this straightened out once and for all. Guess what? Yup, you guessed it. I was disconnected. It's been a two-hour battle. I will take this up again in the morning. I wonder if there is legal merit for all these complaints about Expedia and Mexicana that I have been reading on the internet.

This is a very unethical business practice. You should not state one policy at the top of the itinerary and then have a contradictory clause hidden at the bottom, especially since they now have TV commercials in the Boston, MA area that proclaim, among other things, that one can cancel the hotel section of a reservation without penalty.

I contacted both Expedia and Flybe (the airline provider) about this issue and was advised by Flybe that I had to contact Expedia. Expedia's response was that I needed to contact Flybe. Both companies appeared to have passed the blame. So I contacted Expedia once more to inform them that this response was not good enough. The representative there explained fully the costs incurred and the refunds given. It occurred to me in this e-mail that there was a problem with their refund process as she admitted in the e-mail that I was not refunded the correct amount for the hotel costs. This money was put back into my account. However, she has said in her e-mail that I am not entitled to a refund for the flights.

My main issue with this is that I was not informed over the phone that I would lose 286.10 pounds for cancelling the flights. If I had been told this, I would have certainly paid an extra 90 pounds to change the flights to another date or passenger name. I would prefer to pay the money and go on holiday over paying 286.10 pounds and having no holiday.

Late in April, the US government issued a travel advisory for Mexico due to the H1N1 flu. With great effort and confusion, we were able to rebook for June 26, 2009 ($3,488.62 at the time of re-booking). I was told by Expedia that we would be issued paper tickets, to be sent to me in Colorado, because Expedia did not want the liability of sending the tickets directly to China. When they did not arrive after 10 days, I called Expedia and the tickets were eventually reissued. However, on May 12, 2009, the price changed to $3,515.80. The tickets were issued at the new price, including fees which I should not have incurred.

I was told this itinerary was definitely confirmed, and there was no need to reconfirm 72 hours in advance. I did call Expedia to reconfirm anyways, and I was reassured that we were good to go. Then my son called Air China for seat assignment and was told the ticket he had was invalid. It was the same ticket number as was issued for the first trip and had not been given a new number. Three days of scrambling and dozens of hours on the phone with Expedia and Air China, finally produced a new ticket number, just a few hours before the departure time.

According to Expedia, Air China owned the itinerary (was the validating carrier), which had changed some over the ordeal, but the outbound flights were always Nanjing to Beijing to LA to Mexico City to Ixtapa. On June 26, 2009, Air China reviewed my son’s and his wife’s tickets, passports and visas and allowed them to board the flight to Beijing. In Beijing, Air China advised them not to board the plane from Beijing to LA, because my son’s wife did not have a US transit visa for which is required for Chinese citizens even to change planes in the US (Had Air China stopped the couple in Nanjing, these tickets would have been refundable or rebook-able).

Frantic calls to various embassies and consulates were unsuccessful. So at this point, they were effectively stranded in Beijing. Expedia would not rebook or reroute since their travel had already begun. I purchased an entirely new outbound itinerary routing them through Europe. Meanwhile, I called Air China to confirm that we still held the return tickets (which went through Europe). Air China said the return itinerary was still set. Expedia denied this, saying the entire itinerary was cancelled when the couple did not board the plane from Beijing to LA. Furthermore, the refund policy for the original June 26 itinerary (through LA) was governed by the airline with the strictest policy, which was Mexicana’s. The itinerary included a short, cheap Mexicana hopper from Mexico City to Ixtapa, which was non-refundable.

Result: Entire amount of our purchase was deemed nonrefundable by Expedia. Air China was willing to refund 2000 RMB (~$300US), but they said they could only do so through Expedia. I did not contact Lufthansa regarding their refund policy on the scheduled return.

Consequences: I am out the original $3,515.80. Plus, I had to buy last minute tickets for $4,935.28 for my son and daughter-in-law to join us in Mexico where their room at the resort was nonrefundable. This fare got them to our family vacation 2.5 days late; anything earlier was a lot more expensive. They were stranded in Beijing for two nights and had to pay for a hotel and meals (I have asked for the receipts).

On 6/29/09, I traveled to that destination from my residence in Carbondale Colorado, only to find an extremely run-down facility with dirty bedding, rooms, hallways and outside premises. The pool was under construction of some sort because the paint was peeling and I did see a cockroach in front of the elevator as I made my departure. I immediately called Expedia and informed them of the condition of the hotel and to find a nicer hotel. They called the manager while I was on hold to request a refund and returned to the line to inform me that the manager was only willing to move me to a cleaner room. I tried repeatedly to book another hotel with Expedia which had parking and airport shuttle service and they recommended a number of places near the downtown Denver area, despite my request for an Airport hotel. I drove towards the airport, turned off on Tower Rd and pulled into the one of the first hotels I saw which was the Courtyard Marriott. It was getting late and I had my 7-year old son with me. I just want my money back from the filthy hotel.

My complaint to Expedia was responded by asking me to call their US number. I refused. When I checked out, the hotel said they never got any payment from Expedia, so they charged me. The manager said that I was not the first case and showed me the document from previous cases. To help solving the cases, the hotel issues a letter confirming that no payment has ever been paid by Expedia and usually the money will be credited back in one or two days. I got the same letter, signed by the hotel's financial controller; and the hotel helped me send the letter to Expedia by fax.

My complaint to Expedia was, again, answered by requesting me to call to their US number. I did make the call, only to be redirected to the hotel after 16 minutes in waiting. Now, I'm worried that Expedia won't return my money back. $1,853.30 was credited from my credit card by Expedia, and it was never paid to the hotel. I want it back.

We should have been called to be informed of this change because we have a 2 year old and a 2 month old and we now have to wait an additional 6 hours in the airport because some [rep] at Expedia did not pick up the phone and call us. We also had to call Expedia 2 weeks prior to inform them of the birth date of our 2 month old because we initially estimated his birthday because he was not born yet. My wife confirmed with the agent whom she spoke with that the flight was ok, and they said yes. And of course, Expedia has no record of this communication.

Delta also let us know that they would have called us but they were not given any contact information, which means that Expedia did not give our full information to the airline that we planned on taking. The supervisor for Expedia refused to let us put in a complaint because their "records" show that we were contacted. They should not rely on e-mail to report such a huge change in someone's travel plans. My wife was also on hold for the greater part of an hour so that she could speak to a supervisor, to no avail. I think that this is ridiculous and violates all sorts of ethical ideals.

At that time, I was provided a reference number. I just received notice that my credit card was billed for both trips. I immediately contacted Expedia and again, after a disconnection and ridiculous amount of time on hold, I was advised they had a record of the cancellation and the charges would be reversed in 7-10 business days, but it might take "1-2 billing cycles" before the amount was credited. I asked for clarification whether it would take 7-10 business days or 30-60 days. The response was unintelligible.

On June 8, 2009, I received a call from my bank telling me my card has been put on hold due to insufficient funds. Expedia proceeded with the booking without my confirmation and took $907 from my account. I did not have the sufficient funds to cover that amount. Therefore the bank froze my entire account. I have spoken with the staff in Expedia whom were very apologetic. However, the funds could not be transferred back into my account for another 72 hours.

This has caused my family and I a great deal of stress. I had to borrow money, waiting for the transfer and have now missed out on seeing my family in NY. The flights are now too expensive. I have sent a complaint using the Expedia complaint procedure. Which is an email contact only with no number. However, I sent the complaint three days ago and have received no correspondence from Expedia. Expedia has no regard for my situation and the whole ordeal is very stressful and depressing. The flights are far too expensive now and my holiday was ruined.

Later, we were told there wasn't anything they could do because now weather was playing a part as well as being overbooked. We had purchased a waiver insurance and contacted Expedia for assistance but since US Airways had already began processing our passage, the waiver wouldn't apply and we would have to deal with the airlines directly. We went to the ticket counter and tried again to find another flight to Buffalo (we had hotel and car rentals purchased) but again nothing could or would be done. At this time, our luggage was either in Charlotte or on the way to Buffalo. If they knew they couldn't get us on the flight due to being overbooked, then please tell me why they shipped our luggage on the flight? Now we are at home and can't go anywhere else for our 40th anniversary because US Airways took our money for a flight but would not provide a flight and our luggage is in Buffalo, NY which we had to file a baggage claim for (all or our medicine, toiletries, and other important necessities are packed in the luggage).

I have never experience this kind of service with any other airlines in all the years I have purchased flights. They don't even try to assist customers or offer vouchers for another flight. Never in my wildest imagination would I have guessed we would have encountered such a disservice and negative attitude among an airline staff and Expedia. No matter whom I complained to at the airport, I received the same response, "We hear this all the time and can't do anything about it." The airline is ran by poor management if this is the service they provide. We have tried to follow procedure as directed online and by phone (which we never could get a live person) and to no prevail have we received any response from anyone. I hope no one else ever has to experience the expensive service or lack of that we have received from Expedia or US Airlines since it cost us a flight that we weren't able to utilize or given a voucher in return. We have used Expedia before but due to the service we received this time we'll probably never use them again.

I told them that both options were unacceptable. I also told Expedia that breakfast was not included with the room as they had represented. I further informed them that they had made fraudulent misrepresentations and that I would be filing a complaint and taking all appropriate actions against them. I had to find boarding for the dog and the trip has many restrictions surrounding the dog's boarding. And to top it all off, I found out that the room rate would have been considerably less if I had dealt directly with the hotel.

Contacting customer service is a joke. They say the same thing over and over and never listen to the problem. I would never recommend this company to anyone for any reason. Use someone else, anyone else to purchase a room or travel items.

I phoned Expedia within 48 hours of the cancellation. Amanda hung up on me, before confirming the refund. I emailed my request from Expedia’s website. I received an automated response, with a case ID number, but 3 days later, there was still no sign of a refund. I phoned and asked for a supervisor. Ms. ** said, “no refund”, despite my documented facts and policy statements on Expedia.com. I lost $307.58 unless/until I collect in a court of law, which I do intend to pursue through a small claims court, since Expedia does business in my home state of Nevada. I will also gladly participate in any class action lawsuits being filed against Expedia.

On May 6, I checked out and left the hotel and on May 7, I called Expedia again. A lady from Expedia received my call, and after a long wait and discussion, she told me after checking with the hotel, that Expedia would find whether to refund and said her manager wasn't available and this issue could be decided by the manager, requesting me to call again tomorrow. On May 8, I called again. Another lady got my call. After a long wait, she told me that I couldn't get a refund and she couldn't give a clear explanation. I had informed Expedia early and just wanted to get a refund of two nights not using the hotel. It has totally changed my impression of Expedia. I will inform all the people I know to not use Expedia! I was a new user.

After spending an hour on the phone with an Expedia.com representative, I was told that they attempted to deliver the tickets and there was nobody at the address (I explained that it was a UPS store and there is somebody at the address from 9 a.m. until 9 p.m. daily. When I called back later, I was told that the tickets had arrived and were signed for by the US Post Office. I'm not sure why they just can't say, "Oops, we made a mistake."). The only option given to me by Expedia.com was to either not fly or pay for a new ticket.

So, when faced with the choice to fly home and see my wife and three children who I'd been separated from for over a year ... or save $800 and not fly, I obviously re-bought my tickets. Expedia is claiming that they cannot refund any money as it is now a problem for United Airlines. United Airlines won't hear the problem because the tickets are purchased and sent through the "travel agency." After speaking with two representatives at Expedia.com, I've come to find out that their Customer Service Agents are not Expedia employees, but work for a multi-business call center.

Therefore, I cannot get any competent authority to hear my complaints. Further, when emailing Expedia.com (hoping that it was the actual company) with my problem, I received a form letter response stating, "Thank you for your feedback. We strive to deliver the best customer service..." etc, etc. Basically, there was no response. Expedia.com charged me approximately $800 for services in which they made no attempt to fulfill. Lastly, when returning from my military leave 30 days later, the paper tickets still had not arrived. Thanks for taking the time to read this.

I was livid and called so many times only to be told 10 different things, from "Oops," to "We will take care of it" to hanging up on me. I came home and on Monday, April 13th. I once again called Expedia expressing my frustration and adding there were hundreds of dollars in phone calls. We had to book a more expensive room because they did not have our names on the manifest and we did not get our fourth night free. So she again told me she will call my credit card company and take the charges off. Hours later, no call was made. This Mona did no such thing. I did end up getting the charges off by threatening my credit card company and I am still worried they will appear again. Expedia has access to two different accounts! Something has to be done. I refuse to sit quietly.

In the summer, I called Expedia and I told them that I would like to use my credits and book another flight. They said okay but I need to fly with Brussels Airlines because American Airlines couldn't afford to buy the electronic ticket. I was with them more than 3 hours on the phone numerous times to explain to me why I should fly with Brussels when 90% of the trip was with American Airlines? At the end, after talking with managers and supervisors and explaining to them that I was told that I need to use AA, they told me that they were sorry for the misinformation that I received. I asked them to find me a flight with BRU from NY to Bucharest, because now I was in NY and they came back with a flight that cost $8000, a usual flight cost of $900-$1000. I asked them if this was a private jet for this money and ask again to talk with a supervisor that he found a flight for $1600.

So I needed to come back with $1750 plus my credits to buy 2 tickets that normally cost $1,800 with another airline. Now, I still have my credits and I would like to file a lawsuit against Expedia, because what they did looks like a fraud and I feel that they stole my money and other people's money and it is time to stop this kind of company.

All was well until a week before our departure, at which time I made arrangements with the Tuscany directly for the services mentioned above, and was asked for my reservation confirmation number, which I provided, given to me by Expedia. Representatives of the Tuscany (Terria, Manager, and Edward, Asst. Manager, both most pleasant and helpful) informed me that the reservation number was not in their system and further, they could not honor the rate of $175 per night, but would offer me the rate of $500 per night. At that point, I agreed to the higher rate because all arrangements had been made for travel, special services, etc., and it was a special occasion, a surprise 40th anniversary celebration for my wife.

With only days left before departure, I contacted Expedia and was told that the reservation was accepted by the Tuscany as confirmed in their system. I contacted the Tuscany and explained what I was told by Expedia. They spoke with Expedia at that point and told them that the reservation was not in their system. Expedia then told me I had reservations at another resort, the Sibonne, or Le Deck, as it is sometimes referred to. Expedia at first said that the Tuscany changed its name to the Sibonne, then recanted and said their automated reservation system must have had a glitch and, although they had sent me confirmation for the Tuscany, and assured me the Tuscany agreed to the reservation, I should instead go to the Sibonne - a much older, less desirable, and less expensive resort. With time growing short for departure, I told Expedia that was not acceptable, and that I would deal with the Tuscany directly, and that Expedia should clean up its system of offering reservations, and that I did not appreciate the bait and switch method they used to place me in a difficult position with only hours to go before departure.

Expedia representatives were indifferent, closed minded and rude during our contact and refused to give a phone number of their executive offices where I might have talked to someone with a more business-like and customer service-oriented manner. With only hours to go before our special surprise trip, I was told to write a letter to the executive offices - a really a good customer service response to my dilemma caused by their incompetence.

In the final analysis, we had a great trip thanks to the Tuscany and its personnel. Of course, as expected, Expedia did nothing to correct their mistake, and the Sibonne or Le Deck, depending on the day, charged us for not keeping the reservation that Expedia gave them. Much like the Expedia, the Sibonne or Le Deck declined to remove the charge after hearing the details - really not customer-friendly folks. Of course, we will request removal of the charges from our credit card company, who really do appreciate our business.