Complaint Rating:

On 10-18-07 I attempted to book a vacation package at Expedia.com. It generated an error with the flight. After 3 attempts I called their customer service. The rep got the same error and told me that usually meant the flight was full or the fare was being changed. She said it would be updated and available for booking shortly. Over the next 48 hours I attempted to book this vacation numerous times with the same error. Finally on 10-20-07 the airfare rate increased.

I am not satisfied with my entire experience with Expedia. First it should not take 48 hours for the fare to change. It wasn't just in my itinerary, I did new searches for the same trip many times during the 48 hours and continued to get the same low price, it just wasn't possible to book the trip at that price. During that 48 hours I sent 2 emails to their customer service, which claims to respond within 4 hours. I have yet to receive a response.

After the fare increase I called their customer service to complain. The first rep I spoke with first tried to blame it on using a debit card. I hadn't used a debit card, I used a credit card. Then he said I should call the airline because they are responsible for the fares. When I asked to speak with a supervisor he put me on hold then I was disconnected. I called back and spoke with a female. When I asked for a supervisor she also put me on hold. After being on hold for 15 minutes I was disconnected again. The 3rd time a female rep (Tracy) refused to put me through to a supervisor without my itinerary number.

I am extremely disappointed in my experience. It should not take 48 hours for a fare to change. The fare that is listed when you are trying to book should be the fare you receive unless the flight fills up while you are booking. And obviously Expedia customer service leaves a lot to be desired.

After originally typing this complaint I called Expedia 3 more times. 2 of the 3 times I was put on hold, one of those times I was on hold for 40 minutes prior to being disconnected. On the 6th call a rep said he would speak with the airline help desk and see if my package could be booked at the lower price. He said he would call me back in 30 minutes. Needless to say it is over 24 hours later and he has yet to call. And I never did get a supervisor on the phone.