Complaint Rating:

Company information:
Expedia.com
United States
expedia.com

Recently, my boyfriend and I booked a trip to Jamaica through Expedia.com. Unfortunately, due to Hurricane Gustav, we had to change our itinerary at the last minute (the day before we were scheduled to leave). After 8 long hours talking to Expedia representatives on the phone, my boyfriend and I decided to change our itinerary to going to Los Cabos, Mexico. I spent several hours on the phone with a rep trying to change our itinerary last minute. I was informed that the hotel in Cabo was $418 more than the hotel in Jamaica. We also had to change our Continental flights. The rep informed me that the new flights and old flights were the same price, so we did not have to pay any extra money for the flights. We also were informed that we would be receiving a $300 refund for cancellation fees (we had the full insurance package). So, all in all, we would be paying $118 more for the trip to Cabo. This past Wednesday, my boyfriend came across something VERY unsettling. There was a $765 charge on his credit card bill from Expedia. I called to figure out where this was coming from. One of the reps told me that it was $418 for the hotel + $382 per person for the new flights - $300 refund = $765. I was NEVER told by the representative that the new flights were $382 more a person! In fact, she told me that the new/old flights were the same amount of money. I spoke with a supervisor in hopes that they would accommodate me in this matter, keeping in consideration that this situation is THEIR fault. She was INCREDIBLY rude to me - she even raised her voice. I am so disgusted by the lack of respect and class demonstrated by Expedia. We have filed a formal dispute with our credit card company and we are filing a complaint with the Better Business Bureau. Please reconsider your choice of online travel agencies - I do not want this to happen to anyone else. It was one of the most incredibly frustrating and upsetting situations I have ever experienced in my life. What was supposed to be remembered as a romantic getaway with my boyfriend has now turned into a nightmare.