Expedia reviews

Expedia reviews

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Expedia fails to disclose outrageous pet surcharge

My wife and I wanted to visit Sarasota overnight, and to bring our dog, We searched for hotels/motels that accepted dogs and settled on Hyatt Place, which came up when we set pet-friendly as a selection criterion. We checked all the terms & conditions and hotel policies, and the only reference to pets under hotel policies/pets was that we were limited to a small dog. We booked and paid a non refundable fare. Only when we received final confirmation - and could not cancel - did we learn the hotel imposed a $75 charge for a dog. We were outraged and called the hotel, which confirmed this was a non-negotiable hotel policy. They advised us to take it up with Expedia. We spoke to three different people at Expedia call centres over two days to no avail. (The $75 surcharge is good even for a week, so it's not a rip-off if one stays long terms, but it's more than a 50% surcharge to the Expedia rate for a single night; even a baby as 3rd person costs only $10 more!) The $75 surcharge is mentioned under a section other than pet policies, which is not where you expect it to be. Very disappointing.
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Scam, they kite

I just registered an trustpilot account, and spend my time to tell you guys my stories with booking with expedia.com. I used to book with expedia.com, orbitz.com a lot, since they are kind of intuitive and easy, but from now I will never book from an agent company, unless airline company doesn't sell ticket themself.

Around Oct 2013, I tried to change the return date of a international around trip flight ticket. I called expedia.com customer service, the rep helped me to check the price, it was over $900 to change the returning date, and it was almost the same price as my round trip ticket. The rep told me that's the price the airline charge on changing ticket date. I trusted them since I always think it's not easy to make changes on flight tickets. But I still called the airline customer service(maybe ticketing department). A big surprise, airline rep told me the cost to change the returning date is only $70. Same flight, same date and time. That's more than $800 difference. Where does the difference go to?

After that I think it's maybe some miscommunications or policy difference between expedia.com and airlines. And I totally affirm that expedia.com is scam my money after my second surprise.

I tried to book 2 airline tickets on expedia.com in Mar 2014, one adult and one 22 months old baby. As my experience, any child under 2 years old can book an on-lap ticket, which is usually less than 10% of the adult price. I then entered expedia.com, and filled all the information. At passenger information page, I put 22 months for the child age. And then click "next" button, an error message with red words came out "on-lap ticket can only be booked by child with age under 2, please make changes then go to next step". Tried a few times, still getting the errors. I then think this might be a website glitch. Then I called their customer service. And told the rep I'm getting the error when I book an on-lap ticket for a 22 months old child. After a few minutes waiting for the rep to check on her side. She told me that because the child is already almost 2 year old, and they can not let her sit on the lap, she must have a special seat some like that. And the price is $1200 something as the price for an adult is around $1400. I argued a little bit with her, but she was just repeating the same thing with a hesitating tone.

After hang up the phone, I think this might be the recent adjustment on airline policy. But I still want to try to call airline directly to confirm this. Then I did, another big surprise. The rep from airline helped my booked the tickets with no problem, child under 2 year old still charge less than 10% of the adult price. Which was $90. The adult price I got was about $80 cheaper than expedia.com too. Double wins.

I don't know other companies do the same like expedia.com or just expedia.com. But I think expedia.com is very untrustable and scamming my money with their nonsense reasons. Hope this will help. Sorry for my bad English.
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dishonoring active duty military

I was unable to board my flights due to a booking error through expedia. Not only did they refuse to help me get any flights changed but also refused to refund me. As an active duty military service member yrying to get home to see family obviously I was unable to do so.
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A Complete Shambles

I have posted below a copy of my last e-mail to Expedia, sent 6th. April 2014. I think this says it all.
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Dear Sirs
I have been writing to you since February to try and obtain a refund for two flights and two hire cars. Whilst you have now refunded the cost of the flights, if you take the trouble to read through the numerous emails which I have sent, you will see that you have not bothered to respond to my requests for a refund for the hire cars. This refund was agreed verbally by a member of your team several weeks ago but has still not been actioned. I am reluctant to telephone you again as I have already incurred massive costs in trying to resolve this problem by telephone with Expedia with no satisfactory outcome.

Can you please give this matter your urgent attention and issue my refund immediately. This situation is beyond ridiculous and is the worst example of customer service I have ever encountered.
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I would not advise anybody to use this company. Although, when things works as they should they are fine, when things go wrong you really are up against it. There are better companies out there.
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Never again

We booked a flight for our son and his return flight was cancelled by e mail a day prior .( He was simply kicked off the passenger list but the flight was still going). I called and had a person on the phone who I could barely understand because of the heavy accent. This person was trying to help me and contacted the airline help desk and after 45 min. on the phone just told me to call the airline myself. Well that was not what the airline told her to do. They gave her options but she never gave me the options. The next expedia agent had a very heavy accent also, again which was very hard to understand. Then I spoke with the supervisor after 30 min. She told me that she would call me back or send an e- mail. Well , that never happened. The third expedia agent finally rebooked the flight which took 1.5 hrs. to do and then I got the wrong confirmation number we needed at the airport. The flight was then overbooked. Really? So, all in all I spend 3.5 hrs. on the phone, most of that time was spent waiting. This was the last time booking through expedia.
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NOT EVEN 1 STAR

don't use.
they will take your money and give you no product.

I made a booking
cancelled

then months later they charge me and said i did not cancel.
they say it is my job to PROVE to them that I cancelled it.


BE WARNED

DON"T USE THIS COMPANY
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Expedia's customer service is a total nightmare.

I booked my holiday on line but when it came to pay I was being charged a credit card fee for paying with a debit card. I phoned customer service for help (big mistake.) The agent I spoke to couldn't understand me nor I him and a very long frustrating call followed. As he was redoing my booking he mentioned the wrong date for my return journey and I corrected him, but despite this he booked the wrong date. When I called to correct this I had to pay a further £104 to change the date. I complained to customer service and they replied that they couldn't find my booking and I should take this up with my travel agent. I booked with Expedia alone not any other travel agent. I have replied with all my booking details but have had no further response.
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The worst customer service I've ever experienced

This will be somewhat long but if anyone reading this is going to use it to base their decision to book with Expedia please be patient.

The first thing I want to say is that I'm someone who travels a fair amount of time. I consider that taking at least 3 trips a year through flight to both domestic and international locations. I've been doing this since 2010. I have booked all of my flights through Expedia. The reason for this is because I find their website to be very easy to navigate and great prices. I have to commend them on having an amazing website with a very easy interface. One would think that with such a great website that their human interaction is just as good. I want to say this without any exaggeration at all, as I know many people exaggerate when writing reviews. Expedia has THEE WORST customer service out of any company I have ever dealt with.

That of course is a personal opinion but let me give some personal background. I've work in customer service for several years and as a professional, trained, created, and ran an entire customer service department for a call center on two different fronts. Both internally as well as outsourced. I felt I did that with at an extremely high level so when I deal with other customer service departments for other businesses I give them the benefit of the doubt and try to make their jobs as easy as possible since I know the ins and outs of the business. The sad thing is with Expedia, I truly believe that 90% of the agents are either incompetent, which I know can be awfully mean to say, or they have 5 minutes of training and then are expected to handle live customers. I've had 3 absolutely awful experiences where on the 3rd I had a friend of mine on 3-way just to witness how bad they are so we could laugh after. The #1 question anyone could ask is "If they're that bad why continue to book through them?" Fair question so here are the answers.

#1. I don't need to rely on their customer service to complete my bookings. If I've taken 20 trips I've probably spoken to their customer service 4 times.

#2. As I mentioned before the website and prices are excellent.

#3. I'm a huge fan of rewards points and I earned several through my years of booking with them.

After this last interaction I'm going to redeem my rewards points and never booking with them again. So let's get to it.

I'm going to Israel for Good Friday to have an amazing religious experience. In doing that, I wanted to book a tour that takes me through Jerusalem and Bethlehem. There are several that Expedia offers and the one in particular I wanted to book says it's going to one of the sites I really want to go to, the Wailing Wall. The thing is, the main description says that's one of the sites you get to go to but in the detailed description it says you only see it from a distance. So my one and only question for Expedia is do I actually get to go to the Wailing Wall or do I see it from a distance.

I call Expedia and it literally takes about 3 minutes to speak to someone. I tell them the tour I want and then my question. The person I speak with tells me that they need to transfer me to customer service. Ok fine. I'm then transferred and have to wait 20 minutes to speak to someone. Finally I get someone. She says her name and asks me for my name and how she can help me. I tell her and then out comes the question.

Me: I'm trying to book a tour and had a question about it. Can I give you the name of the tour so you can look it up?
Representative: Yes Sir. That's fine.
Me: It's the Full Day Tour to Jerusalem and Bethlehem. It says in the description that I go to the Wailing Wall but it also says I just view it from a distance.
Representative: Ummm, can you hold on for a second sir...............................(about 1 minute and a half passes)..............Is this the Rome tour?
Me: I"m sorry?
Representative: Is this the Rome tour sir?
Me: Did you say Rome?
Representative: Yes sir.
Me: No. I said Jerusalem and Bethlehem. This is a tour in Israel. It's called the Full Day Tour to Jerusalem and Bethlehem.
Representative: Oh ok. I'm sorry about that. Hold on one moment.
I hear her typing and then reading very silently. This let's me know she's simply looking at the website. She has the same exact access I have. I could literally help her with her next customer if they had a question the same way she's helping me. I'm on hold for about 3 minutes.
Representative: Ok Sir, is this the Full Day Rome tour with entrance to the Colisseum??
Me:..........................................................................................................................................................Ma'am. Can you please get me someone who can help me. I've been on the phone for 40 minutes.
Representative: I see 13 on my phone.
Me: Ma'am, I've been on the phone for 40 minutes. Maybe it's just been 13 with you but it's been a total of 40.
Representative: Oh. Because I see 13. Hold on please and let me transfer you to someone who can help you.
Me: (Click)

I got off the phone with a slight headache.
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NEVER EVER AGAIN

I wrote them a letter stating my complaints and they wrote back saying they were glad I was happy with the hotel they booked for me. HELLOOOOO Expedia can you read?......... The booking rep was in a non English speaking country in North Africa. Dare I say customer service is there too and could care less about us.
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Totally dissatisfied with their untruthful, non-caring service

Traveling with two young kids we were very specific about the flight seat assignments. We got our seats assigned by Expedia. I checked online a couple of weeks later and no seat assignments showed. I called Expedia who claimed to have called the airline and again got my seat assignments. Today, 5 days before the trip, I again check and again find that there are no seats assigned (and none available). Expedia claims they will be assigned at the gate (whatever might be left). According to American Airlines, they have no record of Expedia ever having contacted them about seat assignments and we are stuck! This is the last time I will ever use Expedia for anything.
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Never use Expedia again!

Shame on me for giving Expedia anther chance after they they already screwed me once on a travel plan, i booked myself and for other couples for a trip to Mexico last week, they claimed over the phone they were takin a 50%deposit on our trip,them charged full price to all credit cards, then lied about what we said on recorded phone call, i will never never use Expedia again, don't ever use Expedia again!
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NEVER AGAIN!! THE MOST UNNACEPTABLE SUPPORT EVER!

Not going to bore you with the details. Just know that I signed up for this site just to sign the "petition" that Expedia sucks and I will never use them again. I would rather stay home then use them - NEVER EVER AGAIN!
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Worst ever service!

Booked a room and paid the extra 10.00 so I could make changes. Made a mistake on the booking and called right back and was told I had to pay for an extra night and that it was the hotel policy and not expedia. Went to hotel website and found their policy is free changes and cancellation up to 2 days of the reservation. I'll never use Expedia again in my life. Terrible service with false claims and advertising. Book direct with hotels and airlines to get the best price and service.
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Never will book with them

Cheap prices, WORST customer service EVER! I could not even book with because of how rude their reps were. I'm still flabbergasted on how rude these people are, even before you have booked with them. Expedia, please change your reps or at least retrain them in customer service. They need it desparately!
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Expedia terms suck

I tried to book a hotel through Expedia, and boy, was I happy to have read their terms. Guess what, cancellations are not accepted. I am like, whaat? This is unheard of. The hotels usually allow cancellations before 6 pm but not Expedia. I was about through with the reservation through them when I read the terms and backed off. Made my reservation through the hotel website and accumulated my Wyndham points by doing so. The price was the same as through Expedia. Wyndham also gave me a $50 gift card to one of the retailers on their site; I picked Best Buy.
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NO STAR, MONEY LOST

In Feb 2014, contacted Expedia to cancel two flights. Operator explained no refund, Expedia will hold the $1400, (two tickets at $700 each) there will be a $200 penalty per ticket when booking new flight, plus the difference between the cost of the old fair and the cost of the new fair .
In Mar 2014, rebooked one new flight. Operator 1 confirmed the $1,400 balance was to be divided equally, $700 being held, new fair $900. Calculation 200 penalty + 196.26 difference between old and new fair, giving a total of $396, agreed to pay new ticket price, took my cell number to call back if disconnected, then transferred to Operator 2 (explained everything again) but disconnected after 1hour 12 minutes.
Called back. Operator 3 (explained everything again) evasive and transferred to Operator 4 (explained everything again) who claimed there was only 256 in credit not 700, and the new price was now $860. Informed him of his error, price was $396 as per Operator 1, however Operator 4 kept with new ticket price. Asked Operator 4 where the money went, explaining I can buy a new fair for $900 online (visited Kayak and Delta while put on hold) without using Expedia. After making a number of attempts to obtain an explanation (English is clearly not Expedia operators first Language) Operator 4 clarified my choices - take the fair or don't take the fair. Asked to speak with manager , but was warned by Operator 4 the manager will say the same thing.
Manager (explained everything again) confirmed only $250 left in account, could not explain where it went. Agreed to investigate initial conversation with Operator 1, to confirm $700 in account (half the original $1,400) and that I was in fact quoted $396, but that would take 72 hours - which is 48 hours later than I needed to book the flight. I then realized I would have to go through all this @$%$%.... again when booking the second ticket in April.
Explained to the manager I have spent over $50,000 in five years with Expedia, $10,000 in the last six months, and that in a short period Expedia lied to me - they did not call back, Expedia hung up on me, Expedia stole money- $1,400 reduced to $490 in 90 min, was disrespected by Operator 4, my integrity was challenged by the manager - he will check recorded messages, and like an epiphany realized that after 2 hours 30 minutes discussing it was a lost cause.
Informed the manager to keep the $1,400, Expedia need it more than me, its worth it not dealing with Expedia.
Went online booked new tickets with Delta.
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Screwed us monitarily and ruined most of our vacation

I won't go into full details, however they promised us two rooms that were adjoined, even saying they called the hotel specifically (which they didnt) and we were out on the streets of Las Vegas with two little girls at 9:00 at night with no rooms. They then said they wouldn't credit us towards another room for our stay and further more said that they couldn't give us a refund because the original hotel had the money. They said 3 different times (even getting off the phone as if they were calling) that they had spoke with the hotel and the hotel wouldn't give us a refund. We then went down to the hotel and they said that no one from Expedia had called and further more they couldn't give us back the money because they don't even have our card information rather they are paid by Expedia and they weren't holding any money. We had the manager at the hotel call Expedia and they then said they would give a full refund with in 24 hours. I had them e-mail me in which they stated that they would give me a refund within 24 hours. It is now 16 days past with no money refunded and I have to wait on if their merchant says that they will refund the money within the next 90 days to my account. They are awful and I can't believe these crooks can get away with this in America. I feel like I'm dealing with a shady country from far away!!! DON"T EVER USE THEM - AND SPREAD THE MESSAGE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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Disgusting customer service.

I have been trying for over 3 weeks to change one of my flights booked though Expedia. I know the change I need to make and the alternative flight that I want, all I need is someone to make the change which should take a matter of minutes. I phone the customer service line and get put on hold for for so long I cannot take it anymore. I finally got through to someone last week in their Indian call centre. The line was terrible I could barely hear what he was saying which didn't really matter because he could barely speak English. He then put me on hold again and 30 minutes later I gave up waiting as he clearly couldn't be bothered to come back and help me.

I have tried again and again to phone their help line and no-one answers. In the mean time the flight I want is getting more and more expensive and soon it will be fully booked and my holiday ruined.

My options are to continue phoning this helpline which is costing me a fortune in phone bills or cancel the flight I already have booked (losing the money I spent on it) and rebook through the airline direct. The airline won't change the flight I have because I booked through the awful Expedia website.

This is the first time I have used Expedia and I will NEVER use them again. Their customer service just spits in your face.

Please please please do not take the risk of using Expedia. They will rip you off, take your money and run.

Update 1 April 2014: Yes it is April fools day and like a fool I again tried phoning the Expedia helpline. The recorded message said I had a 3 minute waiting time. After 5 minutes the line went dead!!! I phoned back straight away and finally got through to someone. He said he would phone the airline and put me on hold AGAIN! Just like last time I waited and waited and suddenly the phone went dead again!! I am now so desperate and fatigued I do not know what to do. I tried to phone the airline and beg for help but they refused saying because I booked though Expedia they will not help me or offer any advice.

The only way I can describe Expedia is a disgusting, criminal company. If you book through them you are taking a massive risk. It is not a risk worth taking. I cannot stress enough that you should NEVER use these 3rd party websites. This is the first time I have used one and I regret it. My bank balance also regrets it as it will cost me £400 to rebook the flight through the airline and it has already cost me nearly £30 in phone calls.
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Never ever book through Expedia (or any other third party)

Hotel reneged on confirmed booking made through Expedia - hotel claimed they never had it despite a confirmation # generated by their system. Pushed me back to Expedia as reservation was made through them. Phoned Expedia who tried to reconfirm with hotel and were not successful - told me there was nothing they could do and then said if i stayed further away from my destination (at a lower price hotel), the price difference would offset the price of the taxi necessary to get back to my destination. What a joke. Lesson learned: compare prices on the agency web sites to property/airline site and then book directly - always. Expedia will NOT stand behind it reservations.
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Completely disregarded by customer service

I was trying to book a hotel using the mobile app because of the coupon Expedia provided through their website, which was $25 off any purchase over $100 before taxes, exclusions apply; my order came out to 176 or so before taxes and the Days Inn Hotels were not excluded, therefore i was eligible.

However when i entered the coupon code it would not work so i called customer service and the first person i spoke to understood my situation as he even tried to use the coupon and it wasn't working for him. I was told by him that I would have to make my purchase and then he would transfer me to another line where they would refund me the $25, deducting from my purchase...and then provide me with a $25 dollar coupon for the future, due to the inconvenience.

Once i was transferred i was told they could not do that, it is not their policy and that they could only provide me with Expedia Points, so i was transferred to the Hotel Management line where they were no help as well.

I was told that they could not deduct the 25 from my order, as it was already purchased and that they could not provide me with a $25 dollar coupon for the future so i spoke to a supervisor, after being on hold for 25 minutes, and when i explained my situation he refunded me $25 from my purchase and ignored me when I told him that i was also supposed to receive a $25 dollar coupon for the future, his response was "have a good day"

Unprofessional, i was told 3 different policies, get your stories straight don't tell someone false information.

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