Stay away from Expedia!! I called customer service to ask a simple question about my recent purchase. Apparently, there are 2-3 tiers you have to go through just to speak to a supervisor. While attempting to speak to someone to answer an infantile question; I was disconnected 3-4 times after waiting 30 minutes each call. In the course of two days I have been on the phone with Expedia for (7) hours. Meanwhile, their calls are all outsourced and it is extremely difficult to understand the vernacular of any one person affiliated with Expedia. Before officially booking my trip I had spoken with a Customer service rep who was forcefully trying to have me purchase my trips through her, and telling me that the prices were only going to increase from that point. I booked the trip 10 minutes later for a cheaper price. To my astonishment, I randomly saw that the price for my trip decreased $150 per person. Moreover, I booked over 7 separate itineraries, and spent between $4,500-$5,000. I called today to have a supervisor adjust the price of each itinerary, bc after all their website does say "best price guaranteed "! Once again I waited on the phone for an hour, then Audrie, the rep, said that she was transferring me to her supervisor. Unbelievably, I was transferred back to tier one to wait through the process again!
After speaking to over 10 different reps in the last week I have found that these reps appear to be trained to lie and deceive. Nothing about Expedia is honest or easy. The saying "you get what you pay for" pertains exactly to the dishonest business.
I will make certain that every review site knows about the scandalous business of this company. I'm a manager of a wellness company and this is not the way you do business! I will make certain that my sister who is in the entertainment business ( who has well over 15,000 followers at the moment)posts on all of her social media sites about this retched business.
I have never been treated so poorly in my life by customer service reps! They are completely outrageous! I tried to book 2 roundtrip tickets and a car rental. The website kept telling me it couldn't book it, so I needed to call the customer service line. After spending 2 hours on hold, I finally got through to someone. My package deal was $2,090 when I was booking online. By the time I got through to the lady, it had gone up to $2,440. She told me that they couldn't honor the price on my screen since I hadn't booked before it went up. The only reason I HADN'T booked was because the website was glitching and wouldn't let me. After her going back and forth with me for 15 minutes about how she couldn't honor the price, I asked for a manager. She kept telling me that I couldn't talk to one until I insisted about 6 times. Finally she said I still couldn't talk to one but that she would honor the price. She was going through the booking process of getting me on the flights and told me she was going to put me on hold. After 10 minutes of being on hold, I was transferred to another person completely! That person said they couldn't transfer me back to the original person and I had to re-explain my situation with them. They refused to honor the price and this time the flight had gone up another $16! By this point I had been on the phone for 3 hours and 40 minutes. I eventually agreed to pay the higher price, so we were going through the book process and then the lady told me that none of my flights worked together. And I asked her to explain, and she said that I just needed to pick new flights completely! She said I wouldn't be able to make any of the planes between my layovers. My layovers were between 2-4 hours and they were in SMALL airports. It would not have been a problem. I've flown several hundred times and have rarely had problems with making connecting flights. So I told them that they had horrible customer service and that I would go somewhere else. Completely ridiculous. Not helpful at all! Oh! And they charged my credit card 10 times! Do not use them. It's not worth it.
Expedia is the worst company I have ever had to deal with. After the flight was cancelled and moved two days ahead, spent four hours waiting on phone (website gives a phone # to cancel) on the first day, finally on the second day got hold of a real person who was very hard to understand. They notified me of the cancelled flight by email. Tried to cancel hotel & car the first day was told it had to be done by Expedia. The total trip was charged to credit card the day of booking. Still waiting for removal, will have to file dispute through the credit card company. Expedia finally took partial payment off credit card, still waiting for air fare to be credited.
I made a reservation for 3 friends coming to visit US on March 03, when I entered all the credit card information then click submit, the error page showed, clicked again, same things happened, I then called the company, over 28 minutes waiting, so I really have to give up and made alternative solution, when I checked my visa bill the very next day, 4168$ was charged from Expedia, I immediately phoned Expedia, after waiting over 2 hours, finally talked to a lady who was the supervisor, she was rude and not listen my talking, then just told me they could change the result. I was very angry and want to tell everyone about this horrible experience. The lesson is "do not use Expedia".
I tried to book a hotel on the Las Vegas strip. I decided to try to get a deal and choose their UNNAMED hotels for great deal. The hotel selection was The Strip - North. BUT, when I booked our hotel is 1/2 mile away from the strip. MIS-ADVERTISING. I called immediately and tried to get my money exchanged - not refunded - for another hotel. 3 and 1/2 hours later...no refund and we are stuck with a hotel that doesn't even have a casino!!!! They screwed us
There is no uncertainty Expedia is one of the chief tour booking internet sites. It contains a variety of benefits that made it the initial pick in any traveler's list. Even if ultimately valuable, the site's purchaser service is not because responsive seeing that it be supposed to be. It decays its reputation as one of the leaders while competing with rivals. I faced complications for my bookings with buyer service, and also certain information didn't seem to be appropriate as told by the company rep over the phone.
In case you're interested I have a preference making use of www.theholidayhotels.com for the reason that they offer the equal deals/hotels/flights etc as Expedia, nevertheless on the site there can be found particular extra listings of hotels, that are not listed on the usual sites. Those hotels in their network has been a huge help for me, for the reason that they are not just affordable, yet also equipped with the nicest facilities.
That site includes all the offers and results as on hotels.com and extra offers, low-priced rate, hotels as well. Additionally, low-priced flights and car hire on the top menu could be genuine lifesavers!
My father was on hospice and I received that phone call to come home now from California to Wisconsin. My husband was away on business and could not come at the same time. I booked a flight through American Airlines and had excellent caring, compassionate customer service, not so for my husband. When my husband went to book his flight the American website was down, so since the flight costs were comparable through Expedia he booked his flight through them. NEVER AGAIN. My Dad's last days extended longer than anticipated. It was a deeply stressful and emotional time. My husband had to change his flight. He had paid over $800 for this ticket. He began a three hour process of dealing with Expedia to make the change. After being on hold for a lengthy time, he was finally answered by a series of inept phone personnel. He remained calm and professional. He asked for the change, they told him it would be an additional $200, he said fine, they put him on hold for over 20 minutes then the call timed out and disconnected. This happened to him 6 times! If he asked for a supervisor, the same thing happened. This was a $1000 transaction and they could not make it happen. Finally after 3 hours they told him his flight was cancelled for his Monday flight and booked for Tuesday. Monday morning, the day of the funeral, he receives a notice that "American Airlines has cancelled your flight" that is all. So he began the process again with Expedia, the same cycle happened for an additional hour and a half, with repeated assurance that he would not be cut off and/or a supervisor would call him back if it did happen. They never did. I was losing it, he remained calm. He was a pallbearer so we had to get going. He finally just called American Airlines again (They had earlier told him they could not make the change as Expedia was the broker) They took compassion on him and made the change so he was able to fly out on Tuesday. No one should be treated this way regardless of the situation. WE WILL NEVER USE EXPEDIA AGAIN and will tell anyone who will listen about this horrible company.
I recently purchased an airline ticket through EXPEDIA. I have to say that it was an absolute disaster and I found their support after the sale to be the worst customer service that I have ever experienced from any company.
My wife called to change out original flight, since there was an impending storm on the East Coast. The customer service representative that she spoke to seemed to have a hard time understanding what we wanted to do. Finally, she agreed to change the flights since the airlines that we were flying on were offering to change flights due to the weather. However, somewhere in the system the change was never finalized.
We arrived at Logan airport early on the morning of our flight, only to find that we didn't have a ticket on the airline. (They showed us the reservation, but no accompanying ticket.) We spent the entire day at Logan attempting to resolve our problem. We called Expedia's customer service line dozens of times, but the wait time was 3 HOURS!!!!!!!!! When we finally got a call back, the agent put us on hold and then we were disconnected. We were stranded at the airport with absolutely no support. EXPEDIA NEEDS TO HAVE AN EMERGENCY HOTLINE THAT CUSTOMERS CAN CALL FOR IMMEDIATE HELP! We weren't flying out for a vacation, we were flying to attend my father-in-law's memorial service.
Overall, because we bought through your service, no airline felt obligated to help us. We finally convinced American Airlines to refund our ticket after we shed many tears at their customer service desk.
I will never, ever use Expedia again and will recommend the same to anyone who asks.
EXPEDIA'S CUSTOMER SERVICE LACK RESPECT FOR YOUR CUSTOMERS. THIS WILL BE THE LAST TIME I EVER USE EXPEDIA EVER AGAIN. THE REPRESENTATIVES NEED MORE TRAINING ESPECIALLY THE SUPERVISORS. THEY 1. PUT YOU ON HOLD, DISCONNECT YOU AND NEVER CALL YOU BACK 2. DO NOT DOCUMENT ANYTHING AS THEY DON'T WANT TO TAKE RESPONSIBILITIES 3. HAVE ABSOLUTELY NO RESOLUTIONS TO RESOLVE PROBLEMS. EXPEDIA UTTERLY SUCKS!!!!! I HAVE BEEN TRYING TO GET A SITUATION RESOLVED FOR OVER A WEEK. TODAY I WAS ON HOLD FOR A TOTAL OF 4 HOURS SO FAR (IT'S NOT EVEN NOON YET) AND HAVE BEEN DISCONNECTED BY 5 SUPERVISORS!!!!!!! HORRIBLE HORRIBLE HORRIBLE!!!!!
A year ago I would have told you Expedia was an excellent and dependable company. In the past three months, my opinion has completly changed. The only reason to book flights through Expedia instead of the airline was their best price guarantee. You could call and learn in 30 minutes if it was honored, which is was if the flights were the same. Now they don't honor prices if it isn't the same fare rate (they may both be economy but one is an E and the other a W) which makes it impossible because that is the whole reason for price differences. And you need to take time to email the request only to recieve an email in 72 hourse, which means you have lost the ability to cancel and get the better fare.
You cannot find a phone number on the site; they will only call you back after you search for their contact us info. Their call centers are overseas so that if you do talk to someone, it is difficult to understand them. CS reps are pleasant but ineffective, they hide behind their inablity to help you. The web site went down last night as I submitted a purchase. There was a phone # on the trouble screen but there was a 1 hour 45 minute wait.To see if purchase had gone through, I waited an hour before I gave up. Today I called to see if the purchase had gone through. CS saw it on my account but it didn't go through and they would not honor the rate.
Something is very wrong with the mangagement practices this year. It is not worth the aggravation and there is no benefit to using them rather than booking through the airline.
I booked a flight with Delta through Expedia. Delta of course cancelled on of the flights. We were rebooked on another flight that was unsatisfactory. When Expedia sent me the notice, I said the selection was unsatisfactory and expedia's website stated a customer service rep would contact me in 24 hours. Never happened. When I called Expedia, my experience was as pitiful as many of the other comments I've read. After waiting 27 minutes, the first rep hung up on me. The next rep was completely confused by my request even though I found a return flight that was acceptable. She put me on hold at least three times then transferred me to someone else. The entire saga had to be retold. I was told the wait time to talk to Delta was very long, so they would call me back. No return call; however, I received an email that the flight was rebooked-on the WRONG day!! So, I tried to call them again that evening and max wait time was 12 minutes. 37 minutes later- no rep. Called on my home phone simultaneously and would likely still be on hold on both lines but I decided to call Delta. After a brief phone call with delta, problem was fixed without any drama. Difficult to know what the issue is with Expedia; I guess I feel some relief knowing I'm not the only person disgusted with their incompetence.
We reserved a hotel in Orlando using expedia for two nights. Paid in full over two months in advance. Due to the storm in Atlanta our flight was cancelled until the second day of reservations. I contacted Expedia to let them know we could not check in until Friday due to storms. We could not find a number for our hotel and they would not give us one. I wanted to make sure they did not give our room away for the second night because of our late check in. Expedia outsources to India and there is DEF. a language barrier After being put on hold numerous times for up to 20 minutes I was told in broken English that on top f my prepaid rooms I would be charged $159.00 for my late check in.....why did they want to do this? Because "prices have changed" on a room already paid for two months previous. I asked to speak to a supervisor and was put on hold AGAIN for 20 minutes. I never spoke to a supervisor. Took our chances and did get our reserved room and have contacted our credit card company, complained to the BBB. Lesson learned. NEVER deal with this company. I will tell everyone I know, and everyone who will listen how horrible this company is. Wish I'd of found this review page before wasting my time and money.
I used the cancel flight option, paid for it, and was unable to make the trip. I cancelled and was credited $241.00 for my flight (the hotel was credited back to my charge card). Was told I had 6 months to book a new flight, which I tried 6 weeks later....first call, on hold 25 minutes before I got someone, then told I had wrong department. Second call, I opted for the return call, another 20 minute wait, but they did call back. They couldn't find my return flight, which I had pulled up on my screen and was ready to pay and book, just needed to know how to apply my credit. While I was waiting my reservation went up by $31.00! I told him, book it before the price changes! That guy left me on hold for over 30 minutes and I finally hung up. I made new reservations and found an airfare a little less than my first itinerary, called back and explained to the girl to just check in with me, which she did, thankfully, but also said she couldn't find my return flight info. After another 40 minutes of her saying she's still waiting for an agent, she finally said she would transfer me...while I was on the phone with her, another call came in, which I didn't take and it turns out that was the supervisor calling me...she still hasn't called back. I booked my trip at full fare and will NEVER use Expedia again! VERY bad business practice to make it so difficult and annoying to get your credit you have to hang up. I spent over 3 hours on this...Not how I wanted to spend my Saturday afternoon. If they had less than 1 star I would have used that option.
I booked 2 tickets to a Tang Dynasty dinner and show during a recent holiday to Xi'an, China. As the day grew closer I became concerned that no cantact had been made for our hotel pickup, and there was no answer from the phone number provided. I tried calling Expedia, was put on hold and then transferred to an overseas call centre, draining all the credit on my Chinese pre-paid phone in the process. No response.
On returning to Australia I have called Expedia no less than 4 times, the first three times I was told I would receive my refund in 5-15 days, but nothing happened. I have been put on hold for lengthy periods to an Indian call centre (at my expense, of course); yesterday's call to India went on for 48 minutes, and I am still no closer to getting my $208.00 refund.
I didn't think things could get any worse, but the email I received today from Expedia takes the cake:
"Thank you for contacting Expedia.com.au regarding refund of the activity booked.
I apologise for the inconvenience caused.
Your words carry a lot of weight with us, and I am concerned to hear that your experience with Expedia is not to your satisfaction.
I surely value your feedback and completely understand that apologies would not solve the purpose however, on our end Expedia will make sure that this does not happen again.
I have tried contacting the vendor however, they are not picking up the call due to non-business hours. I have sent an email to the vendor for the refund. However, it is not guaranteed as it depends upon vendor discretion. As soon as we will receive response from the vendor we will revert accordingly.
I appreciate your patience in this matter.
Thank you for choosing Expedia.com.au.
Kind regards, Rahul Manchanda"
"IT IS NOT GUARANTEED AS IT DEPENDS ON VENDOR DISCRETION"?!?
In other words, I paid my money to Expedia, and they use the excuse of the non-responsive tour operator, (the exact problem I encountered) as an excuse to not refund my money? Are you kidding me?
To start, I have a $604.70 credit on Expedia with Delta. I understand a $200 change fee would apply when I use it, so that leaves what should have been a $404.70 reduction from a recent flight I tried to book.
Thursday, February 13 –
· Placed flight on hold and called Expedia as directed to do so. Cost of flight $589
· Called Expedia to complete booking. Message said due to storms, call volume was large and recommended calling back later.
Friday, February 14 (approximately 11:50 am CST) –
· Reviewed Expedia website flight options. Cost of flight published on website at that time was $589.
· Called Expedia to complete booking of flight placed on hold evening before.
· Put on hold multiple times by service representative. She was friendly but extremely hard to understand.
· When she went to complete booking, she said the flight had increased to over $700. Since I was online, I pulled up Expedia and the flight was published at $589. I explained that to her.
· Put on hold again, and when she came back she asked for my credit card number to complete booking. I told her I needed to know the charge amount first. She gave me the price based on the $700+ flight minus my credit, + the change fee. I again told her the flight is currently on Expedia’s website at $589. She put me on hold while she located a supervisor.
· Supervisor came on and I had to explain everything again. He put me on hold, came back on, and said the flight was over $700 even though the website said $589. I told him I would have to call back and deal with this later, I had no more time to spend.
· The call lasted over 55 minutes with no resolution. Keep in mind, I was at work, and had never expected the call to last more than 5-10 minutes so this was a huge waste of time for me and my employer.
· Shortly after I hung up, I received two emails. One booking the Itinerary I had in hold, the other for the same flight. Both showed a rate of $589. I immediately went to “My Trips” on Expedia’s website and the flights were not there.
Friday evening, February 14 – checked Expedia’s website and same flight was available for $589 (with only two seats left that price) Saturday, February 15 - checked Expedia’s website and same flight was available for $589 (with only one seat left that price)
Sunday, February 15 (approximately 5:00 pm CST)
· Checked Expedia’s website. Preferred flight that best met my schedule was no longer available but I located an alternate that would work.
· Placed flight on hold and called Expedia as directed to do so. Cost of flight $557 Delta;
· Called Expedia to complete booking. Due to high call volume, the message advised an hour and 15 minute wait. I elected the call back option.
· Received call back at approximately 6:15. Explained the situation AGAIN and told the representative immediately that I did not have 55 minutes to spend on the phone. All I needed was the booking completed using the credit.
· Again, put on hold multiple times by service representative. She was friendly but extremely hard to understand.
· She went to book it and said she regretted to inform me that the cost of the flight had just went up and was approximately $100 more than the published rate. I immediately pulled up the online rate and it showed $557. I was speechless at this point.
· She put me on hold again while she talked with her “help desk”. Someone else got one and I had to explain everything AGAIN. In the middle of explaining, I was hung up on. Of course, I couldn’t call that number back as it doesn’t accept inbound calls. I called the general number and the message stated it would be over an hour wait.
· The call lasted approximately 45 minutes with no resolution.
Just spent 2 hours on the phone with 5 different people for a relatively simple Yes or No question!!!!!!!!!!!!!!!!!! Each time the customer service cant answer a question (which is literally every single time), they say they will transfer you to a supervisor, so you are on hold for at least 20 minutes, and then they hang up! And if you want to express your concern or actually talk to someone about customer service --welll good luck! Even the people on the phone don't know how to get you to talk to someone who actually cares. NEVER again using Expedia and am disgusted at how much time i spent and not even ONE person could care to answer a question!!!!!!!!!!!!
Thank you for contacting Expedia about feedback on our customer service agents.
We are truly sorry that we have not lived up to your expectations of "excellent customer service". We, at Expedia, try as much as possible to provide not only excellent customer service but we try to exceed what is expected of us. However, we know that there are some instances that our guaranteed excellent customer service is not met and we would like to apologize for that.
The feedback that you have provided to us will be helpful in looking at our vendor's customer service, and gauging our customers' satisfaction and perceptions. When you book on Expedia, we hope and expect that your travel will be a flawless event. Should unforeseen circumstances arise, we anticipate that our travel partners will step in to fix whatever difficulties occur; we apologize that you were made to feel that this could not, or would not happen.
We hope that this occurrence will not reflect poorly on the Expedia experience, and that you will give us another chance to prove our excellent customer service. Expedia values your business and we hope to retain you as a customer.
For immediate assistance you may call our customer service agents at the numbers below.
If this does not answer your question or solve your problem, feel free to reply to this message or call us at 1-800-EXPEDIA (1-800-397-3342) or 1-404-7288787 (for callers outside U.S. and Canada) and reference case ID: M-6699619.
Thank you for choosing Expedia.
Perry Expedia Customer Service Team
Please, please, interview that agent, my call and the damage she did to your reputation!!! I was very pleasant to her and believed she was helping me, for 45 minutes!!! I was alright with paying $80.00 MORE for a new ticket. Then , after 45 minutes, she asks me for $180.00, did not tell me about the rebooking fee. I was serious, if that is the best one of your people can do, she should be FIRED !!!! I have not taken to the web, until I hear your explanation!!
This business (Expedia) has horrible ratings. I couldn't agree more. I wish I knew that before I bought anything through them. The guy on the phone for CS was hard to understand since he was from another country. He couldn't answer any of my simple questions. I asked if I could receive points for my latest booking and he said I could not and he couldn't tell me why due to confidentiality. Which made no sense and he couldn't even explain why. He offered me a 25$ coupon for next time booking. I asked why I received that and all he could say it was from an agent's error but he refused to pull up the paperwork/file to give me info on it. Expedia is nuts!