Expedia Reviews

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.

4. Expedia will not give me an itemized expense receipt for the vacation package. They will only tell me the air fare expense. The hotel and event expenses are lumped together.

Day 4: phone in, after 25 minutes and being told the same thing (they apparently don't read notes), I asked to speak to the same supervisor as before. He asked again for my patience and said that the rep can call me back! However, the airline now says take the 8-hour connection or pay a rescheduling fee - I'M TRAVELLING WITH A CHILD - does paying for a service not count anymore? I booked about 2 months ago. There is no way I can get another flight for that price now and I can't wait 30 days to be refunded - having already lost the money for Zoom too. Not impressed with Expedia, or BMI.

They informed me that since I took the extened insurance ageerment that I had credit with NWA and that they have a $150 rebooking fee. This was an inconveince to me to pay for a $150 fee since they admitted guilt! Which I have in writing(email) from them. We Came to an ageement that I had 1 year to use my $366.00 (Credit) and that they would wave the rebooking fee ,Processing fee.

I rescheduled a flight for 9-23 thru 9-28 i was charged the rebooking fee. They refused to deal with me on good faith. Also I have a written statment from them (email) explaining the agreement in detail of their guily and repayment of their mistakes . Extremly unprofessional bussiness practices, rude consumer realtions with timely manner.

When I said I had never received an email confirmation, she said that if I did not receive an expedia email confirming my reservation, it was because my email had a block. I have received two emails from expedia this week on other matters, so it is confusing to me how that could be the case. I pointed this out to Vida to no avail. Moreover, I have received numerous emails from expedia over the years. She stated that expedia had no ability to retreive email confirmations. Is this true? She also stated that there was no direct # to call to make a complaint. Is this true? And if so why?

She then stated rather cooly that my call was being recorded. While I was somewhat frustrated and disappointed (and it may of showed in my tone), I was not making threats or being abusive. I was only expressing my frustration and disappointmet. I not sure what her point was in making stating that the call was being recorded, but her tone implied that it was me who was in the wrong. I am confident that I booked the flight for 9/13/08. I am estimating that I have booked nearly 100 flights with expedia over the last seven to eight years. As such, I hope that my frequent business and clearness on this booking wil result in a prompt response from expedia. Please see the consequence section for more detail.

Several hundred dollars to pay for a changing a reservation, but more importantly, my mother in law has a new litter of kiittens that are not in good shape and she is very worried about getting back to attend to their needs.

Upon speaking with the representitive who would cancel my reservation I was given information that the entire cost of the trip would not be refunded instead I would be sent a $25 coupon for my next reservation should I choose to use Expedia again. Explaining this to the agent he advised me to view my itenerary which ironically at that moment I had been trying to access on line and even had him verify my itenerary number incase I had it wrong. Surprise, it had been deleted.

The agent began refering to ESR hotels and other information that obviously a consumer would not have any knowledge of but he refused to refund the full purchase price. If the company can afford to send a $25 coupon why can I not be refunded the full purchase price. Mind you I'm canceling this trip 3 weeks in advance.

Unsatisfied with the outcome I called back immediately and explained the situation to another agent who stated it would be difficult to determine what the hotel rules were in regards to the refund policy because the itenerary had been deleted. She then placed me on hold for about 35 minuets and another agent answered who had no idea what was going on so I explained to her the situation. She then said she would speak with her supervisor.

After holding for an additional 20 minuets she came back on the line and apologized. She stated that the terms of the hotel state that I would be charged $25 for cancelation. I advised her this is not what I was advised and also refered her to the company's web site which also advises there would be no $25 penalty for hotel cancelations if they are made 72 hours prior to the check in date. She too refered me to my itenerary which had already been deleted by the agent there. When I advised her of this and asked her where she was getting her information she told me that it is in the documentation so I asked her where I could find this documentation since I have no itenerary. I even offered her to send me a copy of it. She began to stumble over her words so I asked to be forwarded to her supervisor whom she placed me on hold to speak with.

After a hole HOUR of holding the same agent came back on the line and advised me her supervisor has ok'd the refund and I should be receiving an email shortly confirming the transaction. I work in customer service and sometimes handle difficult supervisor calls and I am absolutely appauled!!! I really hope that they follow through with what I was told today. I will keep you posted!

We have been attempting to do this, but every time the wait time is excessive and we give up - there is never an indication of anticipated call time. We have sent emails and just get no explanation of the problem, no alternative suggestion how to resolve the issue and no alternative direct phone number to call.

Interestingly, I called their new booking phone line and was connected almost immediately. Initially, the person was polite but totally unresponsive because we can only handle new bookings on this number. After some pressure they took details and agreed to contact Customer Service and have them phone our home within 24hours or email details of a solution. As I write - 5 days and several more aborted call later - I'm still waiting for a response. I suggest this experience is illustrative of a company where woeful customer service is endemic.

I have been the victim of fraudulent advertising. I have had to spend time online and on the phone trying to make these people accountable.

We drove over two hours to our hotel, at a cost of $81, only to be told that we had no reservation. (try finding a hotel at the coast in the last week of summer)

There was a substantial difference in standards between the hotel initially booked (Fontainebleau, Miami Beach) and the alternative hotel offered (Miami Beach Spa and Resort), probably best reflected in a price difference on the Expedia website at the time of the trip of 249$ (Fontainebleau) versus 79$ (Miami Beach Spa and Resort) per night. Based on a 5 night stay I should have received a refund of approximately 850$. However, the received refund was only 255.98 US$.

I have still not received any of the 100$ coupons as promised by various Expedia agents I talked to as a compensation for the trouble I went through. Expedia employees were unwilling to provide support with trip cancellation, flight change, etc. On the third day (after requesting an appropriate alternative) I was checked out of the hotel without notification and without my approval. Only by talking to the reception desk I was able to reverse the check-out.

I sent a letter of complaint on July 15, 2008. I have still received no response.

I was promised results from 3 different supervisors. So far, two of them never called me back as promised or even called Hyatt corporate. I had to search for the number and call myself. Hyatt's hands are tied because they didn't charge the cancellation fee to Expedia. I am now waiting on a return phone call from another supervisor. They have no accountability at all and have failed to realize that the last 3 days have costed them more in man hours than the $435 refund.

I would sure love to have one of their senior manager's e-mail address or phone number. I have yet to get rude or raise my voice. I have been nothing but cooperative hoping they would follow through. Anyone got suggestions on what to do?? I wonder if a group of people could sue them?

$435 dollar fee from Expedia when Hyatt is not charging them the cancel fee. They have basically stole the $435 from me...

However, when I went all the way through the booking steps, none of the package details came up nor were confirmed on the final page (before submitting payment). That's when I called customer service again and spend 3 (!) hours on the phone talking to several supervisors and receiving multiple explanations anywhere from "the credit will be issued by the hotel after check in" to "the air credit is already applied; yet our system cannot show it by line item" to "this is a Barbados Tourist Biro promotion; Expedia is not responsible for it" etc.

Three hours later with Cindy, Brian B. & Dan B. on the phone (by than 10PM CST), we could not resolve and I was told someone would get back to me today as I was still very much interested in receiving this promotional deal; however, which did not happen. I strongly belief their advertising is wrong and misleading. That said, I got told during the conversation that the air credits per Person and the first complimentary night had already been budgeted in when prizing this package together. Yet, when sample booking air and hotel individually; I received the exact same quote per line item and total when adding it up?

I was than told the air listed in the package was a special deal and the actual credit had been applied towards the room rate? So, if I would book the hotel by itself and receive the exact same room rate, I would qualify for an air credit even though I wouldn't fly nor book air with Expedia at all? Again, this also did not make any sense. All in all, this tells me that the offered promotion is NOT applied towards the vacation package quote.

To add on to this, another confirmation that the promotion and credits were not applied was that the total Expedia discount shown also did not add up to come even close to the promo (min $600 for two air credits plus $165 for 1st hotel night); however it showed only $487. The supervisor could not explain this neither. Neither could they answer why I would not get the free breakfast or free car confirmation when booking--they told me I should book anyway and the hotel would honor once I get there--honor what? There is no package mentioned anywhere on the booking confirmation.

I did take screen shoots of all websites including the promotion offer and detailed rules & restrictions, the actual package as prized, the individual hotel and air bookings coming up with the exact same package rates etc.; none of which support the information of the supervisors nor website price that the offer is already included in the total package price or that someone else would honor instead. I am more than happy to submit all these backup information as I think this misleading practice has to be stopped. I am looking forward to your response and addressing this misleading marketing practice.

So, I called their costumer service (international calls from France) and had me on hold for hours. They told me I could catch my flight with no problems but had to go to the airport 4 hours prior to my flight and file a Lost Ticket Application. My flight was supposed to leave at 6am so acording to Expedia I had to be at the airport at 2am. So I left for the airport at night so I did what Expedia told me to do. The airport was closed so I had to pay for a hotel and be there in the morning.

The Lufthansa lady at the counter told me I wasn't on the system, Expedia didn't book my flight.They said the only way to get in that flight was paying them over 500 euros! I called Expedia's costumer service AGAIN and they said I had to pay AGAIN and they would do the refund later on.

I called them when I was finally in Mexico City and they said I had to send them the receipts,letters and a fax. So, I did and called them several times and sent it about 3 times. They told me I had to wait 6-12 months for the refund. I've called them about 100 times to check on my case now a year later and they told me they won't pay me anything since Lufthansa hasn't payed them. They hang up on me and make fun of me over the fun treating me in disrespectful ways. It is no longer about the money but th way they treat me.

Not only I payed for a flight ticket twice but payed a hotel and numerous international calls to Expedia. I've spent so much effort and time in this case and I am tired.

$300 spent for a fleabag hotel, rated 2 1/2 stars, should have been 1/2

After several calls, we found that there were no other rooms available at any other hotels in the area and we were forced to stay in the smoking rooms. Several of us are sensitive to tobacco smoke and woke up the next morning ill. When I complained to Expedia, it declined to accept any responsibility and pushed the balme onto the hotel, even though I had already seen the computer trail that showed that Expedia made the mistake. This is the last time I will use Expedia.

We paid $240 for hotel rooms that made us sick.

Well, I bought airline tickets, through the original airlines and was charged $200 per ticket re-issue fees and $30 per ticket service charge fee. Now Expedia is saying that the re-issue fees are refundable.

I'm out $460 because Expedia assured me the re-issue fees would be refunded because I had purchased the Vacation Waiver that states if you change or canel 2 days prior to the start of your trip, all fees and penalties will be waived/reimbursed. If they had not reassured me that the penalties/fees would be reimbursed, I would not have cancelled the airline tickets.

The flight cost $2500, why do I need to wait 2 months to get my money back?

I was quite emotional and very upset that I was not advised earlier before cancelling my ticket.

Delta weaseled out of it by claiming it was Expedia's responsibility, and tried to charge me $800 for the next available flight OR a $1000 reissuing fee for a new ticket to another destination. Expedia weaseled out of it stating it was either Delta's or my responsibility. I spent over 2.5 hours on the phone with both companies crying my eyes out at the terminal in Oakland airport explaining that I had a cruise booked and I had family I was meeting in Florida and I had to be there. Neither of them was even slightly concerned with my problem.

Due to my desperation I was forced to purchase a brand new flight! On the day of my return I get to the airport and the man at the check in counter informs me that Expedia cancelled my entire trip because I did not get on the very first flight, meaning I had no return flight home. I had no money (due to the extra $400 I had to use to purchase a brand new flight getting there) and I had no way home. I was so frustrated and once again after about an hour on the phone with Expedia I was forced to over charge my ATM card for a seat on the flight that was already mine! The man kept telling me how lucky I was since I had gotten the last seat, and I was so angry considering that the last seat was only open because Expedia has zero customer communication skills!! I was once forced to purchase another ticket, on a flight that I had already paid for and had a seat available for me!!

Both companies refused refunds claiming I should have known my flight was cancelled. I have spoken to so many people concerning this matter and ALL have vented their angry and similar incidences with Expedia. I feel I should get reimbursed by Expedia or Delta for the new flights I had to purchase. Flying is a huge risk the consumer takes for many reasons: we are trusting their aircrafts, their pilots, etc. These companies should be appreciative that they even have customers in the first place. Its as if airline and travel agency staff have never themselves travelled or dealt with the grievances caused by travelling.

I called the hotel and Expedia to confirm that the promotion package was being honored several days later and was hung up on, sent to erroneous phone numbers, and promised callbacks which never happened. They never honored the Spa Promotion for Two package the customer service representative ensured me I had booked; furthermore, the hotel said they had no reservation for me at all in their system! Naturally I cancelled the vacation package immediately. Now Expedia is holding the funds for the airfare and insurance price and refuses to provide full monetary refund; even though I had no confirmations from the hotel, or airline. Bottom line is, I was either lied to by their customer service personnel through the booking process and/or somebody dropped the ball on booking my $4000+ vacation package and I am left with only a partial refund.

We have had to pay twice for our flights which has left us severly out of pocket plus we are now paying interest on our credit card as a consequence.

Thank you for contacting us about your hotel reservation.

This is highly unethical for Expedia to make the reservation for a set amount and allow the customer to be charged more. They could have charged me anything for cleaning and I would have to pay or loose my $240.00 for cancelling the reservation.

I called them back on customer service and I ask: on what basis they have removed without my sanction at me money from the account? They have answered that it has occurred wrongly then I have asked them to return instantly back on my bank account as this all my money taken with myself in a trip, they have answered that cannot so urgently to return and it is necessary to wait for 7-10 days.

I was on hold more than 1 hour for make them decision with supervisor what's going on, after that I got roaming charge bill statement for my cell phone when i was called them and I should asked to borrowed and send me money by Western Union which was cost extra charge for transfer too.

I called them back on customer service and I ask: on what basis they have removed without my sanction at me money from the account? They have answered that it has occurred wrongly then I have asked them to return instantly back on my bank account as this all my money taken with myself in a trip, they have answered that cannot so urgently to return and it is necessary to wait for 7-10 days.

I was on hold more than 1 hour for make them decision with supervisor what's going on, after that I got roaming charge bill statement for my cell phone when i was called them and I should asked to borrowed and send me money by Western Union which was cost extra charge for transfer too.

The $25.00 hotel charge is written in the simple rules and regs that your get with your ticket the fee for the airline is not. Iinformed her tht it was false advertising and led consumers astray. I spent 1 hour on the phone not once did I raise my voice or use dirty language.

I did get $50.00 back but feel that is wrong and would like the whole amount recovered.

I get put on hold for a supervisior. they never come back after a long long time i get cut off. all i want is credit on delta for another flight. Delta people were very helpful, but they can do nothing else. very frustrating and i will never use this company again. i believe they understand the ticket was never used, but made almost 600.00 after tax and booking fees for NO SERVICE.

So on Tuesday, April 29, 2008 I go your website and see where the same trip is now $251.00 so again I call the 800# and ask again about cancelling and I was told sure of course you can cancel so I asked about credit again told 7 to 10 days and the rep was like wow I can see why you would want to cancel the trip is so much lower, so I asked him could he cancel the other one first and then make the new reservation he was like no let me make the new one first and connect you to cancel, so he gives me an Itinerary number and transfers me to cancel.

I then called and got a rep who then begins to tell me that no credit can be issued to my card and that I can only get an airline credit, for the trip I want to cancel and that if she cancelled the new itinerary I would only receive and airline credit for that one also. This was April 29, 2008 at 4:13pm, now why would I book two trips for the exact same thing. So I ask to speak with a supervisor and I was placed on hold for about 30 minutes without a supervisor coming to the phone. I then called back and got another rep named Otis who cancelled the second itinerary and said I would receive a refund back to my card.

I am very upset, because the correct cancellation policy was not explained to me during the initial call nor was the price guarantee. I am the customer I do not work for Expedia so the only way I can know your policy is that the rep that gets the call explains it to me, I feel that they need to provide all details accurately, I was under the impression that I could cancel and the refund would go back to my card minus the $7.00 booking fee. Honestly, knowing this information up front I may have made other decisions about booking. At this time I feel I was misled and inconvenienced, and want something to be done about it.

Unused portion of 3 tickets on United ($387). Rental car plus gas and tolls $300. Speeding ticket at 3 am in Pennsylvania $166. Grand Total:$853

My family is from a hot tropical island and I never once stayed inn a roach infested environment nor room. This was not my first time staying at a hotel in Florida and the places that I stayed at previously did not have this problem. He gave me a new room number and access card for it and I went to place my children in bed in the new room after having to leave out so abruptly. The next day my family and I set out to the amusement parks again and arrived back at the hotel half past midnight.

The next morning I awoke to get myself situated to catch my flight at eight and was again disturbed by roaches. I was very upset and appalled by the situation and quickly left the hotel with my family and belongings to catch my flight. The next day I called expedia to complain and they told me that there was not anything much that they could do for me because my vacation was over. I informed them that their affiliation with the serelago hotel is what ruined my trip due to their inhabited pests and they said that they was sorry and offered me $25. I was insulted and asked to speak to a manager who got on the line and only offered me a $50 credit back onto the credit card on which I booked the trip. I am utterly disgusted with their customer service and inability to do a better job at rectifying this situation especially after I told them that I was traVELING with small children, one of whom was only 15 months. I think that there should be a better way for them to deal with and help their customers after such a bad travel experience through their company.

My family vacation became memorable for the wrong reasons. Instead of enjoying our accomidations we were on edge and noited due to the pest problem/roach festation at the Serelago Hotel in Orlando. someone should do a check on this hotels ammenities if there are roaches in the hotel rooms, imagine what is lurking in their dining room and kitchen areas. I did not enjoy my trip because I constantly was worried and looking for roaches.

While talking to a travel agent, I found out that my trip dates have been changed. I asked the travel agent about it and she told me that a couple of days ago I had called in and agreed to make the change that I never did. In disbelief, I told her that there must have been a mistake and that I needed to speak to a supervisor. To this time, I had no doubt that the problem will be resolved right away. I couldn't have been more wrong. The supervisor basically said that in front of her there's a documentation (filed by the travel agent whom I had talked to) that said basically that I had agreed to make the change and to pay $911.25 more. Furthermore it said that I immediately changed my mind during the course of the phone call after she had already made the change to my trip. The documentation read that the travel agent told me that she had already made the change and it was too late. Then it said that the phone was hung up abruptly in the middle of the conversation from my end, providing no way for her to verify... I told the supervisor that I never agreed to the exchange and it was not how it happened. However, she insisted that I did agree to the exchange because the paper said so right in front of her. She said that no compensation will be provided, and told me that even if I were to cancel now, there won't be any refund, but cost me $225 for the cancellation. She was basically calling me a liar.

So in the end, I paid double for the trip because one of the travel agents had screwed it up and falsified the documentation on purpose to cover up her mistake. I don't know what extortion is if this isn't it.

I have now spent nearly three hours on terminal hold over a several days with Expedia. I get nothing but the run around from Expedia customer service. I have told my story to 6 different representatives and sent two e-mails. I was disconnected by expedia three times today after talking to representatives who said they would take care of me and they had to put me on hold for a few minutes. Three different times I was cut off and then had to explain my story all over again only to be told I would be put on hold again.

I believe it is a total scam and I eventually did what they wanted me to and that was to give up on trying to get my refund. I was literally in tears after two hours of being run around in circles this afternoon. I called the hotel manager again today and was told one simple phone call from Expedia to them could clear it all up and they would refund the money, but Expedia just puts me on hold and disconnects me. Their policy does not allow them to call the customer back or take care of the problem by mail or e-mail, so they hold all the cards. You either stay on hold with them forever and keep calling them until you have grey hair or just give up. Their plan is that you just give up!

I will never, ever, ever use Expedia again. I am also going to protest my charge with the credit card company. At this point I am so frustrated and feel beaten down, but I want to point out that Expedia really doesn't have a customer service department.

Basically now I have spent $1000 for airline tickets and have no use for them because one of the names are incorrectly spelled due to expedia's agents, who receive poor training and customer service, I am never booking with expedia again.

I am now on hold AGAIN with the Expedia customer service department, got a answer after waiting 27 minutes. Now I am getting transferred to yet another department within expedia. The wait times to reach an operator and locate help with expedia are ridiculous, and friends tell me that they have had the same experiences with Expedia. How do they remain competitive with this horrendous {Lack of} service? I also do private company evaluations, wish I was doing one pertaining to my Expedia experiences.

They owe me 4 1/2 hours of my life for placing me on hold for an unreasonable amount of time.

I was told that she would need to talk to her manager and would call me back within 15 minutes rather than keep me on hold. After 90 minutes I called again and talked to yet another person and had to explain yet again the problem. She said that the refund was given five days after the cancellation was done over the phone and it was all refunded to one card. One card? The entire transaction was split down the middle on TWO CARDS so I asked why it was not refunded the same way. Her answer, Sorry, Ma'am, it's been refunded to one card and the transaction is closed. Anything else I can help you with? Expedia is full of it when they say they can easily refund-we had to call over and over again-then they didn't even refund the money correctly. They don't give a hoot about the customer-I'm never using them again as there are quite a few really good travel places with better deals, 24 hour customer service and people who know what they are doing and who speak English! I haven't had a single friend or family member who has had an absolutely flawless experience with Expedia. Get it right or get out of the business!



Expedia claims that this is the extent of their guarantee: they will give you a refund if the room is not available. ChoiceHotels and Comfort Inn claim they do not honor the 'guarantee for late arrival' when a room is booked through Expedia. Expedia, Choice Hotels and Comfort Inn should all be willing to honor the 'guarantee for late arrival' and reimburse the cost of the room at Quality Inn, $100.85, not to mention the intangible 'inconvenience' costs.

This is money that I need.

We have had to dispute the charges with our Visa card so that we can get a full refund. What a nightmare this has been!

I called the next day and I spoke to another customer associate and told him that I wanted to change my date and he said that my ticket was nontransferable and cannot cancel it. I thought maybe he didn't know as to what he was saying. I've been doing this for almost 4 months and finally gave up thinking that I might just use it when I have to go to Sri Lanka this May. I called them today to book my ticket and today they tell me something new, that I have to go only through Northwest airlines and that Northwest airlines doesn't fly to Sri Lanka directly, but they have a connecting flight but I cannot use this. I only can use Northwest airlines for my trip .

We had to buy a new ticket the day of our flight. It cost us a little over $1000 - so we have so far paid twice for a ticket to Cancun

I am out 70.00 dollars.

As a result I had to call Expedia over 13 different times over the course of multiple days, each time speaking with someone who was not any help. I was told repeatedly that supervisors would be calling me back, and I never received a call from anyone. I was told that the airline did not allow name changes so there was nothing I could do. Even though there was only one letter incorrect in my name, Expedia refused to change the name or book me a new flight at no additional cost. The airline told me that the booking agent needed to correct the mistake because I would not be able to board the aircraft if my passport and tickets did not match.

The Expedia Promise which can be found on the Expedia website states "We take responsibility- at no additional cost to you- if we make a mistake booking your travel.' They have not kept this promise. Finally I spoke with an agent who emailed me the note they claim to have forwarded to the airlines explaining what the correct spelling of my name is. The airline (South African Airways), however can not confirm that I will be able to get onto the flight because of their strict security regulations.

Additionally I have over $200 in cell phone overages charges because I was told by Expedia that I needed to call during my peak hours because that's when supervisors would be available. I have filed a complaint with the Better Business Bureau. This company is playing it fast and loose with the term customer service and I have been nothing but frustrated with the experience. I strongly urge you to seriously reconsider before making travel arrangements with Expedia.com

I had to change the flight due to unexpected surgery. Expedia caused undue stress and lack of sleep the day of surgery due to their poor customer service.

I am owed $673.94.

I paid $220.00 for a hotel room that I did not use.

We called five times and waited; no one called or came to help us.

It started raining; it was very dark and we were in the parking lot, tired, hungry, cold, and cranky, very disappointed and did not know where to go and what to do.

We called Expedia's (800/397-3342), it connected us somewhere in Philippines.

I explained the situation and asked for help, they kept us waiting on the phone for over 30 minutes each time we called. When asked to talk to a supervisor, we were told that the supervisor was not available and not taking calls? and hung up on us.

A security patrol officer saw us waiting for a while and felt bad, so he tried to help us by calling his manager for help and then calling other hotels, and every hotel was full.

At 3AM we found a hotel (Lahaina Shores), just for one night, and the security officer asked us to follow him, the drive was 20 mints to the new hotel. We got to the rest @ 4 AM.

EXPEDIA's extreme, uncaring and poor customer service created such an unpleasant vacation for us, it felt like we were in a horror movie.

We planned months in advance and made full payments to have a fun vacation but EXPIDEA made our vacation a nightmare. Since then, no one from Expedia has called us to apologize or to give us an explanation. We were able to stay longer in Lahaina Shores and paid $ 2,375.77 with Citi credit card, on top of all.

I called and faxed the invoice to expedia and called later to fallow-up, I was told the higher management has to decide if they can reimburse us.

I checked into the hotel and checked out the next day as per my booking.

On my return I discovered that the hotel has also charged 138.05 USD on my credit card without my permission.

The hotel room was already paid for and the hotel should not have charged me.

I have been calling the customer support for 3 months now and have wriiten to them so many times but without any response.

138.05 USD come sto around 6000 Indian Rupees which is a huge loss for me.

I am assuming it will all be taken care of via American Express, but I have still spent an inordinate amouont of time trying to straighten this out and recommend avoiding the company. I know I will.

However, the story wasnt finished and I called Air China in Oct 1 07 for inforamation. And people work in Air China, told me the ticket only valid to 3 months instead of one year. also , they told me why you get the ticket so expensive. that was a promotion ticket, had limitation on it. hang out the phone,and I quickly to call Expedia.com, Guess What? story was changed by them. One of unfriendly Lady said ticket only good for re-schedule to Oct 10,07. I told her , can i aske your supervisor or manager , because if only valid for that 3 months, I rather fly on Sept.29. However, the supervisor never showed out, and the same lady yelled if you have any issue, I have to hang out . I am really mad because why they treat customer so differenely before & after the business.

I'm not at all familiar with any of the Caribbean Islans, so i trusted expedia to put me on a plane that would take me to the bahamas, where i had chosen my resort. Little did i know they had put me and my girlfriend on a flight to grand cayman island. Remember, this was a vacation PACKAGE (so you'd think expedia would appropriately match airfare and hotel, right?) WRONG. their customer service was a joke. they cancelled my reservation at pelican bay and booked a new hotel for us in Grand Cayman, a Marriott Courtyard. It is most definitely not the hotel i would have chosen if i had chosen to visit the caymans, but it's all they could do and all they did was give us $100 off our trip, and another $100 credit towards a future expedia trip.

Will i ever use that credit? Maybe - to book a room and never show up just for spite. The credit they gave us doesn't even cover the exchange rates, which we didn't think we'd have to deal with b/c we were never planning on going to the caymans.

They sent us to the wrong country!! and they claimed it was my fault since i booked it online and if i had booked it through a representative they would have been able to do more... but is expedia an online company? or a company you have to call to make travel arrangements? doesn't make sense, the company is a joke all around. absolutely PATHETIC. i'm too frustrated for words, and i need to book another vacation to get away from this one.

I did not go on the trip and when I finally decided to deal with the wait, I called expedia, they told me I could not cancel because the out bound flight had already left. I was on hold another two hours, waiting for supervisor. This is the worst service I have ever received.

So this was the first screw-up. They rebooked me into a broken itinerary. I did some research first myself to determine what my options were for connecting between my desired cities and I came up with only one option that would fit my schedule of meetings. Then I started the long, dark, painful process of working with Expedia customer service.

I was essentially on the phone or on hold with Expedia for 16 hours one day and 5 hours the next day before I encountered someone with the knowledge to handle my problem. Prior to that, I spoke to TEN agents, two supervisors, and was dropped during transfers to two managers.

Each agent insisted on going through all of the details and the worthless exercise of trying to find flight alternatives with the original airline. Every time we came to a point where they somehow lost me and I had to call back and start the whole process again. Some of the agents were so clueless that they should NEVER be answering a phone. One couldnt understand that my flight departed one day and arrived the next! Most of them couldnt understand that rebooking me two days later was not an option! Hello!

I had business meetings in Beijing on Thursday and Friday. Arriving on Saturday wouldnt be very helpful! Each one put me on hold for approximately an hour at a time and then came back to tell me things that I had already told them (e.g., there are no flights on that airline on that day). I gave each of them the information on the new flights I wanted and told them that there should be no problem with changing the booking because this is a Business Class ticket with no penalty and the airlines had already independently agreed (yes, I had to call them myself too) that the change would be ok because they had interline agreements with each other and they were part of the Star Alliance.

The agent would take this information, go away and then come back to tell me yet again that they couldnt get a flight on my original airline until 2 days later. So then I would ask for a supervisor or manager, and then get dropped in the transfer or while on hold. One time I got through to a supervisor who promised to take care of it and was going to call me back in about an hour. After three hours I called back and found that she had done nothing more than rebook me on that flight 2 days later!

When I finally reached the supervisor with a brain, she quickly recognized that this should not be a problem for the same reasons that I had explained to the previous ELEVEN people. I didnt know whether to celebrate the victory or mourn the days I had lost from my life. She made the changes, but THEN I had to return the paper tickets for new ones. It was already too late on Saturday to get an overnight package dispatched, so I had to wait until Monday to send it.

This started phase two of Expedia incompetence. She promised to have the tickets run immediately upon receipt of the originals and then to have them expressed back to me by overnight courier. I tracked them all the way through and called to check on them several times. This wonderful supervisor called me on Tuesday as soon as they were run and assured me that she had transmitted instructions to the distribution department for them to be sent overnight. Later that night, I received an email from Expedia saying that they were sent normal delivery [2-3 business days]. That put delivery on Friday and I was departing on Saturday. No room for errors there! I was very distressed because I did not want to miss this trip.

I called customer service again and they tried to convince me that it was really going by overnight because the supervisor had left those instructions, and that the information I received in email was there because the original delivery of my tickets a month ago was by that method. Well, after many phone calls and no help from Expedia, I finally received the tickets on Friday afternoon by NORMAL delivery.

So what have I learned? Use these services to find flights, but book directly with the airlines, even if you need to book 3 or 4 different tickets for a single trip. If paper tickets are required, always pay extra for overnight service even if the trip is weeks away. That way the system? will not overwrite new instructions with old information. If you have a problem, politely insist on speaking with a supervisor immediately. I have tried to give front-line agents a chance, but I have already wasted too much of my life to take that chance again.

Oh, and they also need to change their hold music periodically. The scratchy recording of Canon in D? has too many broken spots where folks may think the line has dropped. But maybe thats another tactic to get people to give up?

Sorry this version isnt so short. If you lasted this long, I thank you for sharing my pain. I just hope this can help others from similar experiences.

This was a physically and emotionally draining experience. I am a strong woman, but they drove me into the ground by about day 5 when I seriously doubted that I would have the tickets in time for the trip. It could have been very devastating for me professionally (canceling on a key client) and financially if I had to cancel the trip or book additional tickets. I wasted valuable working time (~ $4000) while trying to resolve this problem.

I tried contacting them through their online system and they would simply refer you back to the 1-800 number. The last two times I called they told me that the manager was too busy to speak to me and hung up on me again. When I got upset about this the customer representative told me to shut up!

They told me the first person I spoke with was wrong and that it would take 2 to 3 billing cycles to post the refund. So I waited two to three billing cycles and received my refund for the hotel portion of the trip, but still no refund for the airfare. I called Expedia again to now be told that they were sure the refund would be on the next credit card statement. It wasn't so I called back. This time they told me that it was now up to Mexicana to give me the refund and that they have already done their part by sending the request for the refund to Mexicana and they have nothing more to do with it.

I then called Mexicana only to find out that Mexicana has spoken with Expedia twice and advised them that it was up to Expedia to refund my money. It has now been six months since I cancelled my trip and I still have no idea where my $1487.78 is being held or if I will ever get it back.

I went back on line and paid nearly $5,000.00 for my ticket and called back for the expedite service. 12 days have past and I have yet to receive my ticket, they said I would receive it in 10 days. They provided me with an 800 number to get further information on the tracking. I called the number and it was for UPS. The ticket was not being shipped UPS as I am in Iraq. Another indication that the customer service rep was not even paying attention to my dilemma.

I have been waiting for $354.53 back for a long long time!

After completeing everything and ensuring our VISA was processed we were excited; we bought our first ticket on line and it was easy. Thursday afternoon we pulled the itinerary and low and behold we got the worst ticket possible. To make this worse I called expedia and was told by the customer service member and her manager Barbra that it is basically my fault and to fix the probly it would cost me another $130.00 dollars and I still could not get the flight I wanted. I got the vanishing act just as discribed in the Washington Post and expedia would not do anything to help and was told I did not know what I was doing when I processed the ticket.

This flight is costing me a night in a Motel at the Houstn Airport Money I just don't have, and one less day my family will be able to spend with my son who has been away from home 14 weeks and will be living in Florida after his short stay at home with his family.

On April 8th, I buried my father. But now I am wondering why our plane tickets cost as much as my father's casket? and why we didn't receive a bereavement fare? I called Expedia today, April 24th. I presented these questions to Angel. She stated that Expedia does not give bereavement fares and depending on the time of year, the tickets cost more and for last minute reservations, the tickets are more expensive. The airlines maybe within their legal rights to do this, but I'm so disgusted with how much my husband and I paid for a one way ticket to Denver, CO on a bereavement case. Because of vaction reservation, we now have unused RETURN tickets to Denver FROM Frankfurt, Germany through our reservations with United that we were unable to use because of short notice.

However, their website did not offer any other comparable options. Other resorts were either not located on a beach or did not offer comparable amenities. The last thing I wanted to do was to spend extra money for cab or car rental fees in trying to get to other beaches. I spent over three hours on the phone with various customer service representatives, trying to explain to them that their other options did not merit what I had paid for and that if they were going to place me in a simple hotel without resort amenities, as they were trying to do, then they would have to refund me a significant amount of money to match the difference or refund my vacation entirely.

They were unsympathetic, unhelpful, and unprofessional. They claimed that they would not be able to refund the airfare portion of my package; they best they could do was give me a credit balance with the airline, which was no refund at all. They also claimed that they could not place me in the alternative resort that I had chosen because it exceeded Expedia’s $400 match-in-difference policy. In essence, they forced me to accept the only hotel that had a mediocre beach on location, the Holland House Beach Hotel, and refused to pay for any car rental costs I would incur by renting a car to visit the beach at the Pelican Resort Club, my original choice. In addition, they only offered an insignificant $200 refund and promised me a free upgrade to a beach-view room, but then proceeded to make me pay for the upgrade by deducting the difference from the $200 refund.

I was then credited only $150, a paltry amount.

We were lay-people, using a website intended for the general public, and did not realize that the gobbedly gook and undefined terms purported to render our cancellation "insurance" ineffective with respect to our $1341 airfare. Mr. Potsford offered my husband a "credit" -- big deal, we could obtain this from Delta, and don't want to use tickets that we don't need to take a vacation that we don't want -- and half our money back. We don't want half the money back; we want the refund that we had every reason to expect when we paid $70.00 to ensure a "worry free" (their words) reservation.

We understand that, in some cases, tickets are labeled "nonrefundable" -- that's why you buy insurance. No one would bother with insurance for items that would be refunded. We believe that the Expedia website is deliberately misleading, luring people into purchasing virtually worthless cancellation protection and obscuring through inpenetrable language, undefined terms, and a complicated layered website the fact that consumers will not obtain coverage regarding their airfares.

The next day we went to a public phone to try to phone expedia again and got hung up on or transfered until we couldnt get through at all. We then went back to the first hotel and used their phone and phone expedia, which we were on the phone with for 65 minutes and a bill of 300US from the hotel. They managed to put us up in a third hotel, this hotel was 45 minutes away from civilization, a time share, and a retirement home(practically). I didnt not picture my first time to Mexico to be this way. When we arrived at this third hotel we were told by the front desk that expedia had not given the ok for us to get all inclusive(even though that is what we originally paid for).

We ended up spending another almost 2000us on expenses. All I can say is thank god my sister had the money because I didnt and I would have been sleeping on the beach. We in the end, I think, managed to get about 1 1/2 days of our vacation for us and the rest trying to figure out where and how we were going to survive. I will never forget this trip and not becuase it was good. Thank you Expedia for making this the worst vacation ever. I will definately make sure that no one I know EVER books with them.

Two days later a friend told me that Expedia has a low price guarantee. So I called back and was told that I had to call within 24 hours so I was now out of luck. After hanging up I thought a little and I had called within 24 hours so I called back. I talked to a new rep and then to a supervisor. The super told me that it was "too late to do anything", that since I did not "specifically mention" that I wanted to take advantage of the low price gaurantee I was inelligible. She stated that Expedia had no obligation to honor my request for a lower fare because I didn't mention it. Further because I didn't send in a screen shot of the lower fare I could not get it.

I gave up but for only a short time. I read the price guarantee and it states "How do I take advantage of the Best Price Guarantee? That part is pretty simple, too. Just call 1-800-EXPEDIA (1-800-397-3342) within 24 hours of booking and tell our customer support representative where you found the lower price." - I did this." "If you find a lower rate on Expedia.com or on another US-based website within twenty-four (24) hours of your booking, and Expedia verifies that your request qualifies for the Best Price Guarantee, we will discount your balance to match that rate, or we will refund the difference if you have already paid in full. In addition, we will give you a $50 coupon good on a future booking of an Expedia Special Rate hotel or air plus hotel package on Expedia.com. " - I did this.

"All requests, including receipts, are subject to Expedia's verification. Expedia's decisions are final, and, by submitting a request, you fully and unconditionally agree that you are bound by them. Expedia will not accept screenshots or other purported evidence of a lower price. Nor will Expedia verify any request that it believes, in its sole discretion, is the result of a printing or other error or is made in bad faith. " - they don't allow screen shots as evidence. I am still trying to get a refund for the difference between the two fares in question. So far I have been on hold for 1 hour and 15 minutes trying to resolve this.

Their handling of this has been inept and unprofessional. Had I not been aggressive tracking down the status of my refund, it would still be buried underneath papers on someone's desk.

My issue consists of these complaints:

1) Expedia did not notify me until Dec. 10 when they had the cancelled information from Delta Nov. 5th.

3) I found Brandon, the supervisor at Expedia disrespectful and dismissive of my situation; even claimed that Delta lied to me.

I will never use Expedia for my travel plans ever again after this experience of spending 2 hours on the phone resulting in difficult changes to my flight and a very rude interaction with their customer support.

Meanwhile expedia had me fill out a lost ticket application and said that hey could not fly us from San Antonio which is where we were leaving from. We are trying to get in touch with the company to resolve this issue but it is very difficult. Reservations are already booked in Jamaica and will not be refunded to us. I am in the military and I cannot change my leave dates. I stand to lose over $600.00 if they don't act quickly.

I cannot fathom that rules can be applied that the purchaser cannot access; on the website, it is stated that one can "See an overview of all the rules and restrictions applicable for this fare." and "View the complete penalty rules for changes and cancellations associated with this fare." yet this is not possible, and we have been led to spend a lot of money that we now forfeit. We will bring a lawsuit against Expedia for this..we would be interested to hear if others have experienced similar difficulties.

I said that I needed three rooms. So the agent put me on hold and booked rooms then put me on hold again only to come back and say that the booking was not good since she called the hotel and was told they (the second hotel) was fully booked. I was back on hold. After almost two hours the manager at the Ramada, who had pity on me, found me and my group rooms at a Best Western a mile away. I was still on the phone with Expedia and I told the agent ("Cynthia") to forget the whole thing, that I would take the $200.00 credit but to reverse any charges on my Mastercard. She said OK.

When I returned to Philly I found that I had several email confirmatioons for three hotels and on the Expedia site on my account, it showed that I still had a reservation at a hotel in Hanover Maryland. I called Expedia customer support and they told me they had to stand by their "documentation" and charge me for 3 rooms. They say that every thing happened as I said with the exception of cancelling the final room reservations.

I said, let's call "Cynthia" she can clear this up. They put me on hold. When the guy got back on he said, Cynthia is off today. So let's do this tomorrow or when she gets back. The reply was, we have a policy to stick to what our documentation shows and we have to charge you $309.00. I said wait the guy at the Ramada can confirm my story let's call him. I asked to speak to a supervisor. I got Roger. Roger agreed to call the Ramada. The manager at the Ramada confirmed that in fact he had found us rooms at the Best Western and recalled my saying to Cynthia to forget the whole thing. Roger said I have to follow our documentation Mr. Smith.

Then he asked me if I had any other questions. I asked, how do you stay in business?

The customer service rep from Expedia advised me that its not the company's problem and that no assistance would be offered to me. I was basically charged a fine for having two reservations that I was not aware of. Best Western made no effort to contact me regarding the two reservations made under my name.

I immediately called Expedia and explained the situation- and they wanted to charge me for a day there since I didnt give 24 hours notice... I finally got someone to realize it wasn't a 2 star hotel and since the hotel wasn't charging me- why should they? - I would recommend a lot of research before I would trust Expedia again.. It took about an hour on the phone to get my money back...

When I called them I was put throuh to about five different people all read the same statement it is the travelers responsibility to know the requirements for out of the country travel. That would be true if I had not asked the people at Expedia and that had not given me answers that made me think they knew what they were talking about.

Well, it's been two weeks and still nothing. My credit card has already been charged this money for a ticket i returned, not to mention the processing fees and exchange fees that expedia charged me in addition to get a different ticket. Those fees were an additional $80.

I went again to the web site to learn more about my flight, and again, it appeared no flight reservation. I called 3 more time and was told that the credit card was not being accepted, so I called my bank and asked them what was going on. I was told by Keisha (bank customer service) that the company made some charges totaling the amount of $854.54 I tried again calling Expedia and was told again that they did not made charges to the account. While in my house phone I call on my cellular the bank and confronted them (Expedia).

Expedia said that the system was down that I had to wait an hour so I did. But then,10 minutes later, I called saying I wanted to make reservation and the system was working fine thats when I told them who I was and explained again what was the problem. They kept on saying that they did not withdraw money from my account and I decided to call my bank and my bank called them. They wanted me to wait 96 hours for them to put the credit back.

My bank (Commerce Bank) stood 1 hour on the phone with them and demanded to put the money back or to give me the vacation package. Expedia desided to give me back the credit(Still waiting). The next day I called my bank and they told me that Expedia sent a Fax stating that any purchase was canceled ad that I was'nt going to be charged. Supposedly they gave me credit, so I purchased another airline ticket on the 13th of May with Hotwired. On the 14th I went to get some groceries and when paying my balance was $0.00 so I called the bank. They told me that my balance was overdrawn -$400.00. I had $300.00 on the account to get a Hotel and was gone. I asked Why? and they said I had 2 airline companies withdraw money from the acount.

Thats when I found out that Expedia resubmited the order and when Hotwired withdraw the money my balance went -$400.00. I had tryied to get remborse my money but Expedia is refusing. The confirmation e-mail for the tickets they assigned went to a person named Orlando Tirado in atlanta Georgia besause Expedia used a wrong e-mail address with my phone #. This peron contacted us thinking that there was an identity thef. we asked him to fowared the e-mail witch he did. My trip is the 20th of May and I have no money instead I owe $400.00+ to my bank.

The Expedia agent asked for the full names of the couple. I read the information as they appeared on the passports: Arduino ** with Italian Passport reading Arduino ** and his wife also with Italian passport reading Elda **. She asked the date of births of each, which I provided as follows: Arduino, **, and Elda, **.

I then asked the woman if she would book another reservation for me and my wife. We proceeded to make a booking in the same fashion that I did the first booking, reading the names from the passports, Octavio ** with USA passport reading Octavio ** and my wife with a USA passport reading Maria **, and provided date of births: Mine, **, and my wife, **. Soon after, the booking agent requested the information regarding our form of payment, to which I provided the credit card information for both couples. She then informed me that we would be receiving an e-mail confirmation.

On January 2, 2003, upon receipt of our faxed confirmation, we became aware that due to a deadline we had been sold a ticket with no possibility to review and revise other than at the Port of Departure. Our booking had been made late December 30, 2002; the next day was New Year's Eve, and consequently the following was the first day of the New Year. Hence, I was not surprised that I had not received any form of written confirmation during that lapse of time. On January 2, 2003, I contacted Expedia to advise them that I had not, as of yet, received a confirmation nor itinerary, etc. An Expedia woman told me she would proceed to fax the information to me. At about 1:00 P.M. I received a fax containing solely my wife and my booking information, without any reference to the other booking confirmation.

It was then that I noticed the name of my wife was incorrect and an annotation indicating that any error was to be notified and corrected immediately. Again I telephoned Expedia stating this discrepancy as well as informing that we still were missing one additional faxed confirmation. The Expedia representative apologized and informed me that she could not effect any changes whatsoever regarding any discrepancies appearing in the confirmation as she no longer had computer access to that voyage and that this would have to be addressed directly at point of departure. She foresaw no problem and proceeded to E-mail the additional confirmation to me.

On January 3, 2003 at 12:00 P.M. we arrived to the Galveston, Texas Pier but were informed that our names did not appear anywhere in the Manifest. Not foreseeing a problem, our wives remained with the luggage while Arduino and I proceeded to the ticketing booth. Not finding our names on the Manifest, our wives were finally able to get our luggage tagged for boarding when they presented our faxed Confirmations from Expedia, which listed both our assigned room numbers.

Arduino ** and I then proceeded immediately to the reception/ticket control area and filled in the required documents. After standing in line, we were greeted by a lady named Diane, who indicated we should be patient with her as she was new and in training. After a long while, Diane informed us she could not find Mr. ** nor my booking reservation. I showed her both the faxed confirmation as well as the e-mail confirmation and suggested she check by assigned Cabin numbers as we were confirmed on Rooms 6108 and 6106. An agent assisting Diane informed us that our confirmations from Expedia did not mean anything to the Cruise ticketing agents.

She proceeded to add that our names did not appear in the computer manifest and consequently would not be allowed to board. Finally, after a very long wait and extensive searching and telephone calls to the booking agent, the Cruise Agent finally located Mr. ** name, which apparently did appear on the Manifest appearing as Mr. Arduino. The same was true in each of our cases, where there was an obvious confusion of first name/last name. Our ticketing agent, Diane, reviewed our documentation and proceeded to assign boarding cards for each of us. She gave Mr. ** and me our boarding cards and proceeded to print and set aside the cards for our wives, indicating she needed to personally hand deliver them to our wives who were still out at the dock confirming the ticketing of the luggage. It was now 1:30 PM and we went to call our wives to inform them all was in order and they should proceed to the ticketing desk to personally collect their boarding passes. They proceeded to inform us the luggage had been documented and en route to our cabins, further informing the luggage manifest had finally been located but appeared not by passenger name but by cabin number.

I walked them back to the passenger ticketing agent and introduced them, confident that we were ready to board as all passes were printed. I left them with her and departed to drive our car to the parking lot. Upon my return, I found the ** couple and my wife had been pulled to the side and not allowed to board. They informed me that yet another ticketing agent had appeared informing of complications with the boarding cards for both women. Once again, we had returned to Point A!!

Notwithstanding all our documentation, passports, marriage certificates, driver's licenses, nothing was enough to satisfy the cruise agents which seriously lead us to believe they had overbooked and were looking for a reason to eliminate us. The ** informed that we had been explained that any discrepancy, regarding first name/ last name confusion, could not be corrected by Expedia due to a voyage deadline which blocked Expedia's computer access to effect corrections but this would be corrected directly at the Pier. In addition, Mr. and Mrs. ** had their traveling documents confirming their recent entry into the USA, and explained that Italian passports are issued with maiden names. In our particular case, the agent again insisted my wife's did not appear in the booking reservation exactly as written in the passport. We reiterated that we attempted to correct this error and were told to address this at boarding. Notwithstanding, my wife presented her American Passport, her Texas Driver's License and our Texas Marriage Certificate to prove her identity, again all to no avail.

Linda **, Pier Supervisor, aware of the lengthy time that it was taking to document our wives and knowing that Diane was new in the job, tried to speed our boarding process, only to find a reluctant attitude from the person in charge of documents. Finally, another cruise agent by the name of Gustavo ** approached us. He spoke fluent Italian and Spanish and informed us he could not foresee a problem, but he needed to get approval from a higher ranking officer and this would be within a matter of time. It was 2:15 when we inquired on our situation. We were now told we must wait for authorization forthcoming from Miami, Florida. We proceeded to wait and kept on standby in the Pier for several hours. Impatient with the wait, as minutes had turned into hours, and the uncertainty of our travel plans, we tried several times to inquire on our status but were shunned.

Finally, around 3:30 P.M. we were informed by yet another agent that Mr. Michael **, Chief Purser, had ultimately determined we would not board the vessel. We were returned a portion of the documents that were taken from us. We asked to talk to him personally. After yet another hour, the opportunity was finally allowed us and Mr. **, in gross display of arrogance and abuse of power, informed us that Mrs. ** was not to come on board due to last name confusion and blatantly stated that my wife's passport was invalid on account her signature was not shielded (whatever that meant!). We informed the man that in the USA, passports are received via mail. Hence, one signs them after receipt; there is no possible way to seal or laminate a signature.

At that time we realized that no matter how strong an argument or which document we produced, Mr. ** was set on his negative response. At this point, we requested the delivery of our luggage, as well as the missing envelope containing our marriage certificates. He told us that our luggage would be retrieved as soon as possible. After an additional hour had lapsed, we approached Mr. ** again who curtly informed us he was not the one to be bothered with that issue, that we were to wait as long as needed, warning us firmly to not attempt to come near the boarding area.

I stated that we deserved a courteous response as we had not been the cause of this confusion. I further informed we were not beggars, but were clients, that the reason he had a job was because of tourists such as us. That we demanded to be treated courteously and not like common criminals. My wife approached the desk again inquiring about our marriage certificates. A Mr. Paul **, the Security Officer, in the presence of Mr. Paul **, Guest Relations Officer, told Mr. Gustavo ** laughingly to go and search for it on his desk after several requests that it be returned to us. It was not until 5:50 PM when our luggage was finally unloaded and placed on the platform at the point of embarquement. We were then told to proceed to collect it from there.

Mr. ** refused to have it sent to the area where we had delivered it for ticketing. Aware of this, it was Mr. Paul **, Guest Relations, who displayed common courtesy and personally assisted the four of us by hand carrying our luggage from point of embarquement to our vehicle, by then retrieved from the parking lot.

***********

Due to an agent booking error, we were prohibited from boarding our planned Cruise on January 3, 2003. The Original Booking Numbers were ** and **. Upon refusal to reimburse us by either EXPEDIA, THE BOOKING AGENT OR ROYAL CARIBBEAN, the actual Cruise Line, we were forced to accept "Cruise Certificates (Numbers ** and **)", and falsely led to believe by both EXPEDIA and ROYAL CARIBBEAN would be honored as valid for future travel.