Complaint Rating:

My fiancee booked our honeymoon to Jamaica via expedia. She was quoted approx. $4,700. When billed, the charge was for approx $5,100. Nearly a 10% increase.

When questioned as to why, Expedia's reply was that the charge was placed on hold by the credit card company (fraud prevention) and as a result, the rates increased. Mind you that the hold duration fell between 24-48 hours. There was no admonishment of possible rate increases and no prior notification or request of our authorization for the difference. And, the card was rejected at first try by Expedia, however when run through a second time shortly thereafter, the charge was approved.

Above all, their customer service during the inquiry was absolutely lacking. In no uncertain terms, it was horrible. Their phone etiquette left much to be desired. Transfers to supervisors turned out to be 45 min. hold delays, only to then be hung up on with no provocation or without a response on their end.

In their trip confirmation notice sent via email, they include a statement alluding to the fact that they made a mistake, however when a supervisor was reached, the supervisor stated that we should not put any blame on them since their staff advisers are all well trained and make it a point to review the itinerary and other charges which may occur. Not this time. They did not!

Well, in the end, we just received notice that they intend to credit back the difference, which we believe we are 100% entitled to. As for using Expedia again, let's just say it's been a lesson learned. Next time, we'll use a travel agent!