Complaint Rating:

Company information:
Expedia.ca
United States
expedia.ca

I've just had a huge problem with an on-line booking with Expedia.ca and their customer support. Beware if you choose the split payment option if you're trying to use it for travel insurance from your credit card company. There's no guarantee on how the split will be made and I ended up with 2 airfares charged to my visa by the Airline, and a small additional charge from Expedia, making up my share of the cost. My friend had a lump sum charge from Expedia giving her 100% coverage. Credit card companies will only cover what's actually charged to you, and if you need to use the insurance they'll call the company that posted the charge. I called the Customer Service line at Expedia right away and was told that this was normal, not to worry and that the 2 air charges were my flights, a charge for each direction. I argued that wasn't possible because it didn't cost that much. She insisted that I not worry and it was supposed to charge like that but I was sure that one was my friend's flight. After checking with my credit card company I was told that I would only be covered for one airfare charge and whatever amount Expedia charged me. I would not be covered for the 2nd flight amount unless I could prove that it was mine. I tried calling Expedia several more times to straighten it out and could never get through. I finally spoke to someone 5 days before my trip and was passed to 4 different people, having to constantly repeat my problem, to finally have the last person tell me they would call back by the afternoon. I didn't receive a call back. I called the next day and was put on hold for 5 minutes after again explaining my problem. Then I was hung up on. I had to call again, and once again I got passed to 4 different people, having to explain my problem to each one. The last was a Supervisor who informed that there was nothing they could do and it seemed obvious to her that the split would have to be the way it was and I told her it may be obvious to someone in the travel industry but not to everyone else- nor is it explained on their website. I also informed her that I wanted Expedia to cover my lost travel insurance and she said that wasn't possible because my trip was in less than 5 days and their insurer wouldn't cover it. She was trying to insist that Expedia was not at fault at all but yet there was nothing anywhere to say that the airfare would not be split and I was given the wrong information the first time I called, well before the 5 day timeframe. The most she could do was offer me a $100 voucher against a future trip but I told her that if I need to cancel or interrupt my trip that Expedia would have to cover it even if it became a legal issue. Only then did she say that she would see if she could do anything else and get back to me. If anyone is planning to book this route, double check everything before you pay.