|
|
Recently Discussed Complaints
Consumer Tips & Tricks
|
Latest News & Stories
Latest Questions
|
|
|
Expedia.ca Complaints & Reviews - Worst of all, very rude customer service people! |
| Review all Expedia.ca complaints |
Expedia.ca |
|
|
|
|
|
Worst of all, very rude customer service people!
Complaint Rating: 
|
|
|
I have recently booked a vacation with Expedia.ca to Disney world, figuring that I got a good deal and how hard could it be? Boy was I WRONG!! There have been nothing but miscommunication, delayed responses and worst of all very RUDE customer service people. I have been treated and spoken to by a "customer service person" like I did not have any comprehension of the English language and helping me was a waste of her time. I have lodged an e-mail complaint and have spoken to a Manager, only to hear nothing... Not even a SORRY.
I have been told different things about my package, i.e... Yes, I have the park Passes included, no, you do not. And when you e-mail then about a problem do not be in a hurry to hear back from them if you ever do. It is not that I am a picky person, nor do I need to be coddled, but I don't wish for anything to go wrong with my $4,000.00, week vacation either.
So my advice, be very cautious when booking with expedia... I will NEVER do it again.
Karen.
|
 Comments |
 United States |
 Travel & Vacations |
|
|
|
|
More Expedia.ca complaints
|
Comments |
Sort by:
 Date |
Rating
|
|
|
|
| WE were told our two young daughters would get free park passes and they didn't - we were totally out of pocket and my pensioner dad had to wire us the extra money several phone calls to expedia from Paris and we were even more out of pocket. Still waiting for the problem to be resolved... Somehow I get the impression Expedia don't care... |
|
|
Hello,
I do not expect a company of your size to do much about this and will probably be lost in the mix, but I needed to get this off my chest for my own well being. Last night, (July 24/07) at 7:55pm I called Expedia.ca to book a trip for my family of 5 that I had found on your website. This was a trip to Barcelo Maya Caribe and represented about a $6000.00 purchase on my behalf. To start, when I called I was instantly put on hold and told that my business was very important and that I would be serviced by the next available rep. Then I was forced to listen to classical music. This would not have been too bad, but I had to listen to this for 1 hour and 7 minutes. (I have a timer on my phone)Finaly, a lady answered the phone, unfortunately I did not get her name. I started to book the trip through her when she stopped me and asked if she could put me on hold for a minute. I said "I guess so..." She left me on hold for 12 minutes. She returned and apologised for the delay, (Maybe she went for a smoke break???)I was frustrated at this time, but still very cordial with the lady, we again started to book my trip. She then asked if she could put me on hold for another time. I told her that I wanted to get this done. She apologised and said that she would just be a second. She placed me on hold... and then hung up on me. Needless to say I was very upset at this time. I immediately called "sell-off vacation dot com and was treated with a sense of urgency, with respect and my complete trip was booked in a very timely fashion. I actually saved $1.25 per ticket by going with them.
Again, I'm sure you have more important things to do than to respond to me, but I had to let someone know that I was extremely discouraged at the treatment I received from what I though was a reputable company.
Thanks,
Steve Bunyon |
|
|
I have been trying for days to contact someone at Expedia.ca. Their toll-free number is a joke. I've hung up twice now in frustration, once after 30 minutes waiting, the other after 50 minutes. I might have waited longer, but after the first time of someone saying "your call is important to us, blah blah" you never hear anything again except classical music making you wonder if you really are on hold or not.
I've been hung up on repeatedly by their crappy automatic system, been told they're closed (site says 24 hour service) and been told by the same terrible quality voice message that they're "experiencing a large volume of calls" even when I called at 4am!
Their website says they'll contact you via email within 24 hours, but that's an absolute lie. Expedia.ca is the worst I have ever experienced and will tell everyone I can about this over and over.
Stay far away from this joke of a business. |
|
|
I agree with you people 100%. Expedia.ca is terrible, and they don't give a s**t about their customers. I am presently employed by them for customer service. Initially, they weren't bad to work for, but they seem to get worse by the day. Don't ever book anything with them unless you plan on losing time/money. We are trained to lie,cheat and steal from customers. What makes it even worse is that there is only 2 call centres, both of which are massively under staffed. Both call centres are 3rd party, meaning Expedia is just a "client". Management doesn't give a s**t, and good luck if you need to speak with a supervisor. They will do everything in their power to avoid getting on a phone and do something for someone. Expedia actually rewards management for saving our company money, or "cheating" customer out of money. Can we say free vacations for the best scam artist managers? I sure can.
So next time you speak with a customer service agent, try not to be mad with us. For the wages were paid and how were treated, it's no wonder were so understaffed! To put it quite simply, 75% of people employed quit within the month!
Bottom line: Avoid expedia.ca, com or any of its partner sites. Go with travelocity or itravel. |
|
|
The Expedia Company from Canada has the worse customer service from all online travel agencies that are there. We needed to wait two (2) hours for a representative to answer the phone plus he/she will transfer the call to another department because he/she doesn’t know how to help us. The simple problem we had was to schedule our flight to one day earlier.
I used to order all of my business trips from them (over $10,000 a year) but no more business for them for good.
DO NOT DO BUSINESS WITH THEM IT'S A WASTE FOR TIME AND MONEY!! |
|
|
I am currently facing the "call-waiting" issue with Expedia.ca.
Lesson learnt: Never again purchase travel tickets from them!
Below is the link to file a formal complaint with your respective provinces.
http://www.cta-otc.gc.ca/cta-otc2000/faqs/travel-registrar_e.html |
|
|
How could I not agree? Over the last two days I've spent 6 hours of my life on hold with Expedia.ca. I haven't even spoken to a live person who can remotely help me and all I want to do is cancel a ticket due to a death in the family.
I finally had to call the airline directly. They're willing to change my ticket for me, but would rather I try to resolve it through Expedia so I don't get charged a service fee by the airline. The airline representative I spoke with was horrified at how long I'd been on hold. (I was still on hold while I spoke with him.)
I work for a financial services company with a very large call center. We have service level standards that the phone be answered in a number of seconds or less. Seconds. Not minutes. Not HOURS.
I will never book my travel through them or their American counterparts again. I will tell everyone I know to avoid them. |
|
|
Update: Oct 16, needed to cancel flights booked on Expedia due to sudden family illness. On hold for 2 1/2 hours, started to read complaints... called airline directly, and received assistance within minutes.
Have placed 'expedia' on 'suspension' with respect to our travel needs, and will not book through the service again without testing their customer service line first. |
|
|
We booked through Expedia Canada for an up coming return flight from Victoria to San Juan for a cruise in 2008 . What a horrendous mistake.
A change in one international airport only gave us a half hour to switch from a local to an international flight, collect our baggage and go through customs. We had to contact the airline directly to re-book, Expedia did not notify us of a problem, we just happened to notice. The next change in itinerary would leave us stranded partway back and a loss of our non-refundable tickets. Expedia said too bad, it was not their problem.
Thank god for reputable airline service people. After many calls and e-mails to Expedia, only to get rude people and too bad so sad responses, on our third try to one of the airlines involved with our air package, one of the airline reservation agents set up a conference call with agents from all the 4 airlines involved with our trip and solved our problems, one of the airlines stepped up to the plate and offered an overnight stay at their expense in order to get us to our destination. They also said that Expedia should have made that request on our behalf. |
|
|
| I write this as I am on my third hour on hold with Expedia - 3 hours and still waiting with no indication as to how many more hours I might be facing.. Apparently the airline cancelled one of my flight legs and now I have to call Expedia to rebook the flight. Absolutely unacceptable to be unable to service customers - how can they expect repeat customers?? My only other option is to go directly to the airline and try to work it out with them I guess. Lesson learned! |
|
|
I will never book thru Expedia.ca and I will tell everyone I know not to book thru them either.
I was inform a flight change but have to be put on hold for fours and then the line drop on Saturday, called back again and they said nothing they can do. So I try again today and I am on hold for the third hour still counting. How can they charge $9 per person for the service charge and no service provide. |
|
|
I work at one of the three, soon to be two call centers that receives all the calls regarding Expedia.ca. They are in Kitchener, Scarborough and Ottawa. The Ottawa location has a handful of people that take calls to clear up any credits received before August, 2007. The location in Kitchener is where most of the calls are taken and about 90% of the calls are because customers want to make changes and have been notified that their schedule has changed and need to confirm their flight again. As a result, all of those calls are directed to the "flight change" department. That department consists of about 15 people and hold times in the afternoon start at two and a half hours and by midnight can be as high as six hours. By midnight, only three people are taking calls from fifty or so people and each of those calls takes between twenty and thirty minutes. Some nights, no one wants to work past 11PM and as a result the flight change department is doing "system upgrades." Why can't the company hire more people in their flight change department? Because the system used to communicate with airlines is command line driven. Not everyone is computer savvy, and those who are, will not work for $10.50 per hour.
The best thing you can do is not make any voluntary changes to your flight. If the airline forces something, than wait within a day or two of departure and call the airline or have Expedia call the airline on your behalf and make them do the change. Expedia might refuse so they don't lose any money on giving you up to the airline before your flight departs.
Good luck. |
|
|
Most interesting here were the posts from Expedia employees. Surely there is something illegal about what is going on here. What else can we do to save other unsuspecting suckers the grief that we have gone through with this company?
I'm speaking with my credit card company about reversing the charges back to Expedia for my non-refundable ticket due to fraudulent actions. It wouldn't take too many successful reversals for them to either do something about this, or go out of business. I vote for the latter. |
|
|
Get this folks: check out investor relations at Expedia at http://investors.expediainc.com/phoenix.zhtml?c=190013&p=irol-irhome
You will learn that this company had a net income (after all expenses) of $99 Million in the last QUARTER. Are you telling me they can’t afford more people on the phones…?!
Their Nasdaq symbol is EXPE and the President / CEO’s name is Dara Khosrowshahi. He (or she) ought to be ashamed. The top of their quarterly report conveniently lists all their affiliated companies you should avoid.
Here are some phone numbers that I’m guessing DON’T have the violins playing:
Investor Relations: 425-679-3555
Communications: 425-679-4317 |
|
|
7 hours on Monday night. 3 hours yesterday morning. 4 hours yesterday afternoon. 3 hours again this morning and I *finally* got a hold of someone.
Never again. |
|
|
Everyone will be glad to hear that more people will be joining me in taking calls in the flight change department. The past couple overnights, we have been waiting for customers to call, instead of customers waiting for us to take the call. I may have even spoken to some of you.
Randy, there is nothing illegal about the Expedia Canada operation. However, a stupid decision and lack of foresight created a huge problem. This past summer, Expedia Inc. changed outsourcing companies and as a result one center closed and another opened with very few people who understood or knew how to use the Sabre travel system. The same system airlines, travel agencies and Expedia uses to process the changes. This resulted in a huge number of calls being routed to the new understaffed outsourcing company, where callers (the ones above this post) were waiting a combined 12+ hours over 3 or 4 days or 7+ hours in one sitting as I have heard from several callers. |
|
|
I too work for the outsourcing company. It is NOT Expedia's fault really.
I see two big problems.
1) Give people a computer and the choice to make their travel arrangements and they think they are travel agents. We get endless calls because they make mistakes in their dates, the spelling of their names, etc. People have to realize that THEY are responsible for the information they enter on the website. Once a name is misspelled, it cannot be changed. This is NOT an Expedia rule, this is an IATA rule dating back to prior 9/11 even. This is also why we are not allowed to book the trips for the clients, THEY have to do it themselves and take full responsibility for their mistakes and not blame them on an agent who was trying to be helpful.
2) Changing a flight date/hour can take a long time, esp. if we have to call the airline and some airlines are almost impossible to reach!!! I am not talking of the big N.A. and European airlines, but any S.A. or Mexican airline... good luck! The penalties for changing flights are NOT Expedia's decision either, but the airlines'.
The only reason why Expedia does not like losing control of the ticket back to the airline is because the Expedia website cannot be updated and the customers complain they do not know their new flights. We do tell them to check with the airline as we are out of the loop!! And no, we do not lose money if the airline takes control. The only money Expedia makes on an airline booking is the $9.00 booking fee. Call us and we spend one hour with you... still for only that $9.00 already paid!!
The email department has caught up their backlog as I have heard. You do get replies very quickly now.
There are more and more people being trained to make those flight changes, but many of them are, I feel, rushed through the training... to make the customers happier...
I give a lot of credit to the Operation Manager for getting things set up and finally working in a logical manner, with different depts./supervisors responsible for different things. At least, now we do not get 10 different answers to the same question!! She has done a tremendous job.
But I agree, the pay sucks, the outsourcing co. does not give a rat's ass about its staff!!! that's why there is such a high turnover, but that is true of ANY call centre! |
|
|
I have used expedia on several occasions and did not
face any problems with them. I did find some savings
booking through expedia. Parvez. |
|
|
| My husband and I booked a two-week vacation through Expedia from December 22, 2007 to January 5, 2008. The holiday was to Puerto Vallarta. The French Canadian "gentleman" whom I telephoned to book the holiday (and I use the term, "gentleman" loosely) was abrupt and rude. I was excited to book the trip and after speaking to him, I was very upset. The itinerary came and it had an incorrect flight departure and arrival city. I telephoned and the error was corrected. The revised information was emailed and I noticed that the "ocean view" part of the package was not included. I telephoned and they could not find my travel package. They had no information for the travel package at all. After days of telephone calls, I was told that everything was fine. Two weeks prior to departure, the tickets had not been emailed to us. I telephoned and I was transferred to three different people. I waited on the line for FOUR hours before talking to a customer service representative! She said that there was confusion because our names had been spelled incorrectly, the telephone contact number was incorrect, and there was no email address for us!? The tickets were finally emailed. When we arrived at our hotel, we were informed that we had not booked an ocean view room!!!! We spent two nights in a room looking into the wall of another hotel until the Transat representative came to our rescue. She checked our original package information and she informed us that the ocean view room had been "checked off" but that we had not paid for it!? We were upgraded to the ocean view room, but we had to pay an additional $140. Without her assistance, it would have cost us an additional $150 on top of what we paid. This has been a horrendous experience and an unexpected one. I am quite sure that I will hear nothing from Expedia regarding this holiday!!! Be smart and book through a travel agent! |
|
|
| i too work for the company and i can say with full respect to what every one has said that we do our best to help you the customer and i do apologize for any problems but can asure you just as others have that now we have taken proper action and now we have the staff and nolage that we need to further help you in the way that is fit. i can also say that we do think of the customers that have had problems and do reconize that some times rules can be unfare . and like Dani said we have to go by the rules that are layed out for us. by the air line, hotel or other we can not go against they're rules or regulations they set. but yes we are now running at alot better standered and are more then glad to give you as much help as we can. |
|
|
|
|
Videos
|
Latest Groups
|
Today's Mess-Up Photo
|
|
|
14th of Jul, 2007 by Lesley Ross 
25th of Jul, 2007 by Steve Bunyon 
2nd of Jan, 2008 by Parvez Jaffer 
