Expedia’s earns a 1.4-star rating from 49 reviews and 1411 complaints, showing that the majority of travelers are dissatisfied with booking experience.
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Horrible customer service
I have recently spent over 5 hours today waiting to speak to a customer service representative. In the last 3 days in total my family has spent over 13 hours waiting to speak to a customer service rep. No one has talked to a human being in that time. The fact that you have to listen to elevator music during this time is bad enough however given the fact that I am spending my hard earned money on this company I would have thought that within 5 hours someone would have talked to me. I laugh when I read on their site for "immediate assistance" call 1-888-expedia. I thinkthey need to change that statement to "if you feel like wasting your time and listening to horrible repeative music call"... I would just like to put out there that I am never using this company again and would recommend the same for anyone else. The fact that they can not meet the demands of the company does not speak highly for them. I have definitely learned my lesson and am putting the word out to many people not to use expedia. All I can say is thank god for speaker phones!
No customer service!
Through Expedia.ca, we booked return flights for my family from Toronto to San Juan. They're all fine except the connecting flight from Montreal to Toronto. The flight to Toronto leaves Montreal 22 minutes before the flight from San Juan lands in Montreal. We have not been able to contact anyone after multiple 3 hour sessions waiting on the phone for one of the Expedia customer service reps and multiple emails. We will never call them again. By the way, isn't false advertising against the law because their Customer Support page is far from the truth!
phone calls are more important then emails. emails can wait if it regarding a flight change you should call. If your house was on fire you would call the fire department you would mail a letter. Same goes with emails. a phone call always get the job done!
Yep expedia sucks .. . you saved yourself maybe $50 compared to using a travel agent, then you would have had a face to go back to, a company that has visible presence in real communities. You brought it on yourself though . . . online travel agencies . . . caveat emptor.
Ok Mike from toronto your turn. it wasn't expedia that changed your flight it was the air line that changed it and expedia just got notice that it changed and is the one to tell you. expedia is not able to change flights out of no where it is the air line that does that not expedia. so befor you go yelling at some one know what your talking about.
dear Amida Dana i saw your "story" and must say that you have not looked at all the facts you say you shouldn't have payed any extra to change your flight. ok so you booked the day befor now the reason why you didn't get any thing like that was because it has to be the same day then if you called expedia they would have done a same day void but it was not the same day. so to call American Airlines when you booked throught expedia the reason they charged you was because your flights were through expedia and they had to then take over rights to the ticket. and about the e-mail i don't remember seeing any where that it says e-mals will be answerd in 24 hours where the hell does it say that? any way all iun all the air line had full rights to charge you what they did sorry
I want to add my story : I had a problem with Expedia and no one ever ever responded. Not even when I wrote to the president:
Dara Khosrowshahi
President, Expedia Inc
3150 139 Ave SE #500
Bellevue, WA 98005 Nov 6, 2007
Dear Mr Khosrowshahi:
I would like to bring to your attention a problem I had doing business with Expedia.ca. I emailed the following message to customer service via expedia.ca site Sept 25/07, and never received a response.
I am very unhappy with the service I received from Expedia yesterday. I booked a flight Sept 23 eve and on Sept 24 am I called to change my ticket. I was put on hold for over 2 HOURS. When an agent finally took my call, she said she'd have to check about fines for changing the ticket. Then I was cut off. She didn't call me back, and I have yet to receive a response from the email I sent yesterday.
I called Expedia corp and they connected to me to an agent from expedia.com. She said she couldn't change my ticket because it was from Expedia.ca. I wasn't willing to be put on hold for another 2 hours and was desperate to get my flight re-booked so she told me to call American Airlines and make changes through them. They answered the phone quickly and re-wrote my ticket. However they charges me 53.00 $ to change the ticket, and a15$ booking fee. I don't think that is fair and I request compensation. Also want to make sure I am not being charged twice for my ticket.
There are several problems here. 1) Expedia promises to reply to email requests within 24 hours. 2) The agent should have called me back. 3) I made a change in less than 24 hours and should have been given a courtesy reprieve from fines. 4) It is unacceptable to be put on hold for over two hours.
This unfortunate series of events will influence my future buying decisions when it comes to booking flights online. I do hope you can find a way to resolve these problems.
Expedia.ca = Bait and switch.
These people are LIARS and SCAMMERS and SWINDLERS!
They changed my flight time from a 12:30PM arrival to a 9:50PM - what a joke and they won't switch it back. I will cancel at this point for any penalty.
I hate expedia! I will never use them again and I will be sure to tell everyone I know every chance I get about how crooked these rip off artists are!
I write this while I am on hold for hr #3.
Expedia.ca is unbelievable. They won't deal with problems via email (only to tell you there is a problem, but not what it is) only by phone. The problem is you can't get any one on the phone to help you. If you're "lucky" you'll get someone who'll put you through to the supposed person you need, but I have no idea how long you'd have to wait to speak to this person and if they will actually be able to help you. We waited on hold several times, the longest being 2 1/2 hours, before giving up. I've now contacted the airline directly hoping to find out what the problem is. Never again!
Don't believe ratings!
Do not believe hotel ratings and traveler reviews posted in expedia!
For 6 month my husband and I were preparing for a vacation in europe, a trip of a lifetime. We booked all the details of our trip (Hotels, plane tickets, etc) via a travel agency based in us and everything was organized perfect by my agent. However, our last stop of the eurotrip was vienna, austria, and as our agent told us she did not work with hotels in austria, I decided to choose a hotel via expedia. It was my first and last time to have business with them! I picked hotel ambassador in vienna that was listed as a 4 star hotel, and had a very high rating based on the published customer reviews in the expedia website.
My experience in the hotel was horrible and after I came back in us (Aug 5, 2007) I wrote my customer review about the hotel. I have sent them several reviews and they refuse to publish them on the web, I talked several times to their customer service. Their response was that expedia has the final decision which customer reviews to publish and which to reject. They did not want to explain the reason for rejecting my review. I guess they did not want to publish the review because it was totally negative.
The hotel review I sent to expedia is attached below:
Hotel ambassador, vienna
This hotel is hardly even a 3 star!
Expedia refers this hotel as a 4 star, others refer it as a five star. However, the only high star thing in this hotel is its price! Once we entered the room it had a bad smell that made us immediately open the window to just hear the noise of the construction going on across the street. There was an ashtray on the table but the staff confirmed this was a non-smoking room. The room looked exactly like the single room of the expedia virtual tour. We have paid for a double room. The double bed consisted of two single mattresses put next to each other; so do not plan a honeymoon in this hotel! The carpet looked old and not that clean, same for the bathrobes. The bathroom was very small, and we had doubts if the fan was working. It had a shower cabin only, a curtain around the shower actually. The curtain was couple of inches shorter than it was supposed to be, so while my husband was taking a 5 min shower the whole bathroom floor was getting wet. Not to mention that when my husband tried to take shower for the first time the drain was clogged and we had to call for a technician. Also, the shower gel bottle was not renewed like it is done in the other hotels, the "ambassador" staff apparently thought that a single 1 oz bottle is enough for 2 people for 3 days. The breakfast was not included in the price like in the most of the other hotels. Also, it did not have a concierge desk and the receptionist was having these functions as well. I definitely do not recommend this hotel!
Damage resulting = consequences:
I do feel discriminated when my review was being rejected multiple times. If you look on the expedia web page and the traveler reviews about hotel ambassador in vienna, you will see 14 out 15 positive reviews.
It seems to me that in order to sell a hotel better expedia publishes the positive reviews, and rejects the reviews of the unhappy customers.
The damage was:
I paid a 4/5 star price for a hotel that could hardly be rated 3 and the last 3 days of my "dream vacation in europe" left me with a bad taste in my mouth for the whole trip, as vienna was supposed to be "the grand finale"... It was... In a way... But not the way we thought!
Damage for the other potential expedia customers:
By carefully picking which review to be published expedia creates false image of the travel destinations and misleads customers!
I also feel very much hurt from their customer service attitude. I was told expedia decides which reviews to publish and which to delete even without informing the customer who wrote the review.
The complaint has been investigated and resolved to the customer’s satisfaction.
I had exactly the same bad experience with expedia, they have refused to publish my bad review of a hotel in Rome.They said they have the right to publish or not to publish my review. I feel discriminated as well. Not working with expedia never again.
Worst moving company!
I am writing this letter to tell about my experience with Expediant Van Lines during my move from MA to PA.
I would not want anyone to go through the experiences I have gone through, during a process already difficult per se, i.e., moving. I think it is a total rip-off because not only they quote a different price and you end up paying (37%) more than the quoted price, but most importantly they impose so much economic and emotional costs on you that you get a horrible and traumatic experience in return for your payment.
First of all, company does a very poor job of informing you what to expect in terms of costs, not only their documentation is written very poorly to deceive the eye so that you would not see the small fonts, but they never tell you in person on the phone, even though you ask them. Second, and may be most important, they do not send the confirmation e-mail which includes such information, till the last minute, i.e., one day before the move, which is too late to cancel the service, and say, “oh there was something wrong with their e-mail”.
Third, the movers were never on time. And different people in the company tell different and inconsistent stories in regards to why.
Fourth, wait it only gets worse! They charge extra: the company tried to charge me for the extra pick-up, which I had already settled with the company earlier.
Fifth, one of the staff members got $200 from me to carry my stuff to and from the stairs (apparently they charge extra) and for the long haul way from the door to the truck, and said he would also do the stairs on the other end, in PA. Once my stuff came, he denied that I paid him for stairs, and did not want to do it. He said “ I do not remember you paying me anything” I had to remind him that I wrote him a check, and can ask for a copy from my bank to prove it if need be, then he unwillingly did it.
May be most importantly, the attitude of the moving team was unacceptably unprofessional, and almost to a degree of sexual harassment, such as asking if I am single, what is my phone number, and etc. Despite my warnings to the staff, that I do not feel comfortable with such comments, they had continued to keep at it, and even respond in a way that made it worse, such as “why not, you will never see us again you can feel comfortable”. Some of the staff members even offered to give me a discount if I had smiled in return, and won’t be charging me extra. This is unacceptable behavior, and I am sure you can understand that on the day of the move, it is very hard for someone to fire the company (but I wish I had) so I did my best to deal with them, which is basically keeping mostly silent, and praying they would do their job and leave. This was one of my most frustrating experiences in this country. But unfortunately these are not the only things that caused my frustration with the staff and company, these were only the harbinger of worse news in the days to come.
Unfortunately, last but not least, when they deliver your stuff, you are lucky if you get it on time, and actually all of it. When the truck arrived to my new destination in PA most everything in the truck was a mess; they had changed trucks and unloaded my stuff and loaded back again into another truck.
I have had many missing, and broken items, among them my bed, sofa, a nice leather office chair, kitchen items, lamps. Some of the furniture is so neatly broken that it made me think they might have done it on purpose so that it would fit the truck better. Also, they had disassembled my furniture but lost the screws.
In my complaint and claim process, they NEVER return my calls; whenever I call them, I can never get through a person of responsibility, and they never call/ contact when they say they would.
As you can imagine, moving is already a stressful process per se, and no one, but no one needs these extra frustrations. NEVER EVER HIRE EXPEDIANT VANLINES, NEVER!
Well,
Of course you work with "very professional people", who first of all, try to do things under the table, and charged me an extra of $200 for stairs, and denied that later in PA such a payment was made. If you know your worker with the name Alfred Taylor, ask him, I can provide you the copy of the check that I wrote to him! And what is more, this company is already in the blacklist for movers for everyone's information, please check to see that similar complaints were made before, I wish I had checked that web-site before: http://www.movingscam.com/blackList.shtml
People, stay away from this company, I am yet to hear anything about my "insurance" for the items they have broken and lost during the move! Stay away from Expediant Van Lines!
Contact:
Contact: Kristin Schrader, Tel.: [protected] or
[protected]
Consumers can help identify noncompliant household goods movers by calling FMCSA's nationwide complaint hotline,
[protected] DOT-SAFT) or by visiting http://nccdb.fmcsa.dot.gov. Prior to selecting a household goods carrier, consumers should also visit FMCSA’s www.protectyourmove.gov for information on planning a successful move and to search movers and their complaint history.
For a list of companies cited during the strike force, see http://www.fmcsa.dot.gov/hhg-2008-05-results.
The strike force targeted states that received the most complaints in the National Household Goods Consumer Complaint database (http://nccdb.fmcsa.dot.gov).
Household Goods Complaint Disclaimer:
http://nccdb.fmcsa.dot.gov/hc_disclaimer.asp
Fines for violations of Federal Motor Carrier Safety Regulations are set by Federal statute. Examples of the violations discovered include: holding shippers' household goods hostage, operating without proper legal authority, failing to follow tariff requirements, failing to provide shipper information, and failing to keep proper records:
http://www.fmcsa.dot.gov/about/news/news-releases/2008/hhg-strike-force-results-08-05.htm
I had to deal with this very issue during May 2008. We paid in full for a move, the 'brokered' mover showed up in a Penske truck. Friends stayed in our home during this ordeal.
The driver showed up with a man who claimed to be a hitch hiker, and was intoxicated.
When the driver arrived at our new home, he had another worker with him, who told us he was from Mexico and was given $150.00 to help the driver unload the Penske truck.
Needless to day, our items did not arrive in the *an*lines truck that we were told was going to be picking up and delivering our household items.
File a complaint, when the fines hit these brokers and moving companies in their pockets, maybe, just maybe they'll get the picture.
Expediant Van Lines is AWFUL - STAY FAR AWAY!
These people are jerks. Basically they tell you everything you want to hear over the phone, then when they show up it's a completely different story.
First of all, Anthony Joseph is a sales rep, but told me he was the owner of the company to assure me that I should book with them. HE also told me they do not hire sub-contractors, although a contractor delivered my items, that my items would NEVER switch hands, and that the same person picking my items up would be the one delivering them. None of the above was true. The problem is that these were only phone calls and I do not have any of it in writing, however, I do have a witness since I spoke with him on speaker phone.
The day the movers arrive the estimate that Anthony provided jumped from $1100 to an OUTRAGEOUS $2100! The movers even tried to charge me for wrapping my furniture, which says a free service on the website. When I told him I didn't want his service for $2100 the price dropped to $1750. I still wasn't comfortable, but at that point, I needed my things to arrive and it was too late to book someone else. Then they have the nerve to tell you they need another $120 in gratuity to ensure the "safe handling of your items." They basically bully you into giving them more cash and make you feel as though if you don't they will intentionally damage your items. I also had a similar experience in the girl above in that Albert Taylor was asking me what size I wore and told me he bought some nice things at Frederick's of Hollywood that were my size and would look good. I am waiting for my things to arrive before contacting an attorney about what I can do about being sexually harassed by an employee of this company.
The timing explained above is also correct. Anthony guaranteed my items would be delivered the following Thursday after they were picked up. They are over one week late and I need to take an unpaid day off from my new job and had to go buy all new clothes to wear to work since my things weren't there. I also arranged for friends to be here to help me unpack. Now they have wasted a trip.
I am sure that if we all get together we can do something about this company. The only thing they excel at is not putting things in writing so that it makes it hard to take action against them. If customers could all get together then I am sure we could find resolution. I am currently working on information such as what percentage more over the estimate a company can actually charge, since mine was 50% higher than the estimate, as well as what I can do about their website claiming to have been in business over 10 years, when they recently formed this company less than one year ago, after being black listed under their other name and having to change, as well as what I can do about being sexually harassed by their employees. If anyone would like to join me please contact me. In the meantime STAY FAR AWAY FROM EXPEDIENT VAN LINES.
Booked a hotel room that was not available!
I recently made the mistake of booking a hotel room for my wife and daughter through Expedia.ca. I received two confirmation #s from Expedia and my wife verbally confirmed the room. When they arrived at the hotel they were told that the room was never booked. Luckily the hotel took it upon themselves to find other accommodation for my wife and daughter as well as three other guests that had booked fictitious rooms through Expedia.ca.
I have used lots of other services to book Hotels and Airline tickets and never had a problem. This was the first and last time I will use Expedia.ca
It would be nice to hear that people can have a bad experience and not be abused by people who are just bored and want to swear at people. Like any corporation Expedia is very strategic and know very well that they are ripping people off daily. I booked a trip and the expedia person took it upon themselves to book the wrong dates and I have called every few days for over a month and they still take no responsability for the mistake on there part. then they charged us twice on our credit card for the same trip and still take no responsability. We continue to not hear back from them and they shift the owness on to the next supervisor which then you half to explain again. I have no way of knowing how to deal with this as they keep not responding. Customer service is hearing and making the appropriate decisions based on that information, but they will have no part in this. Good luck to the next poor sole that is stolen from. Theft of money and false information you would think is a crime.
Ever heard of "overbooking" by hotels? It happens too... they sometimes have deals going with other hotels in their own group. I overbook here so I can send customers your way... Never mind, they send us a confirmation number...
That way they can again play the game and we cannot then ask for a refund on your behalf because "they supplied you with a room after all".
Airlines and hotels do it all the time...
there is nothing Expedia can do about it... we book, you pay, you have the confirmation number and the hotel oversells... just like airlines do.
hey guys you all ###ing suck monkey dick ok you dono the process it takes to do the ### they do so why don't you all site in your own stupid ### from your mouth and stick your fingures up each others ###'s k. oh and expedia is the best because you slap nut ###s say its not hahaha you all smell like dry donky ### hahaha oh and umm sorry for your bad times with expedia i am sorry it wasn't werse hahaha your heads are empty arn't they cuz there is no intelagent talk on here thats why i am here to bash you dumb ###s who wine about life all day and have nothing better to do but feel sorry for your selves and feel the world or in this case expedia owes you something ... like ### they do you owe your self a good kick in the ### for being retarted
I work for expedia and you're passing the blame to the wrong people. If you're room had confirmation codes, then it was booked. Expedia does not just pull these codes from their ###, the reservation is sent to the hotel and the hotel then sends us THOSE codes.
If you don't want to use expedia, that is definatly your choice, but at least know before you go passing blame.
FYI: In view of all the complaints against Expedia, when planning your next trip , know that Expedia also owns hotels.com, Hotwire, TripAdvisor and Classic Vacations
It seem that EXPEDIA is bad everywhere. This is a list of recent complaints about EXPEDIA (including my case that proves EXPEDIA is a scammer). http://www.expedianews.com.
Worst of all, very rude customer service people!
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.
I will never use this company again because you cannot get a hold of anybody in customer service and all I wanted was request information so I can print my bill. All the bogus 800 numbers they give you will not connect to a live person whatsoever. On top of that they gave me a rate that was $30 higher per night than what the hotel I stayed at would’ve offered me if I had to call them directly. Expedia is a company rip off don’t use it
Expedia screwed me again. I prepayed and then they won't refund the whole reservation. So don't use them for travel plans. Buyer beware. Expedia sucks.
I will never book with Expedia again. I bought tickets with travel insurance. Latter stated clearly 100% refundable through Travel Guard. When I had to cancel I found out that the “small print” limited cancellation to medical emergencies. Lesson learned.
I booked a reservation using Expedia for a hotel room at the Holiday Inn Express in Pocomoke City. I was told I would receive an email confirmation with the hotel information. I never received an email from Expedia. When we arrived to the hotel, we found that Expedia had gotten our arrival date incorrect and we had already been charged $189 for two rooms. We had to pay again for the correct dates. When I contacted Expedia about their mistake, they would only give a refund of $33. Please don't use Expedia - call the Hotel directly if at all possible. This has been the worse experience ever. I will never use an outside company again to book any type of reservations.
Expedia sent me a notice that my flight had changed, which was fine. However, I have been receiving copies of this message for the past 5 hours every 6 minutes! I have called twice, and written their support staff several times and so far nothing has been done and all I am getting is the run around. My e-mail is getting flooded with this repeated message and they have not yet fixed it. I will never use them again. So yes, I am a very pissed off consumer. This seems like it would be an easy problem to fix yet no one has.
I purchased a ticket for my daughter from expedia. It is a round trip ticket from Beijing, China to JFK and then to Baltimore Washington airport for January 25th with a return flight on March 17th. I sent the ticket registered mail. It went out on Dec. 5th and according to the USPS arrived in Beijing on Dec. 13th at 8:26 a.m. My daughter has yet to receive her ticket. She actually called and went to the post office where they told her NO SUCH CLAIM/TICKET NUMBER EXISTED AND THAT NOTHING WAS EVER SENT OR RECEIVED. I have contacted the USPS and after 5 1/2 hours of being jerked around, have filed for a international investigation. I was told it would take 60 days before I would hear anything. I called EXPEDIA and asked if they could confirm the ticket for Air China/American airlines and convert it to an E-TICKET. They refused. The only person who can use that ticket is my daughter, with her passport, her visa, her identification. Air china has confirmed that there is a s eat, her name, etc. EXPEDIA tells me to file for a lost ticket application with air china. AIR CHINA says I must pay for a second ticket, which is really the first ticket, and then WHO? is going to reimburse me? I am so fed up with the run around. EXPEDIA says NOT I; Air china says NOT I... and the USPS? who knows. I need help immediately. I must do something to get my daughter home. Any help or suggestions?
Be aware that expedia.com does not truthfully tell you everything about this certain booking at this Hotel. WE spent most of the night trying to straight this out with expedia.com only to be hung up on, and told their was nothing they could do. They did after everything was said and done gave us a 25 dollar voucher when we use expedia.com again. Like that will happen. Everything they told me was a embellished except for the location. I had to pay extra for everything. So really, I could of stayed at a 4 star hotel on my own booking, not using them. Don't trust them. Don't know how they swing this, but they tell you exactly what you want to hear and make you think they are doing you a favor. I just stayed at the worst Hotel/motel what ever in my entire experience dealing with accomadations, and I am a professional traverler. But this was an emergency and had to get to a loved one that was very ill. Expedia.com and the hotel seems to be together on the ongoings of overchargin for this one night stay, Expedia.com you should be ashamed. Working people look for help from sites like yours, and to treat anyone like the stay we had in terrible to say the least. People look elsewhere before thinging about this one.
I purchased a ticket yesterday for my husband to come home from seeing family outta state. After getting my confirmation code that the transaction was approved they gave me his itinerary #. This morning he went to the airport to check in and was told that Expedia.com had canceled the trip. After calling expedia and holding several times including over a half hour for a supervisor I was told if I have a complaint then go to the website and email my complaint. They could no longer help unless I want to buy another ticket. WHY WOULD I DO THAT WHEN THEY CHARGED ME FOR ONE ALREADY! Now I am outta the money and he is still outta state.
Going to NM in July. Booked plane and car t hrough Priceline Apr 28 and hotels through EX. Four nights at three DIFFERENT hotels. Got confirms and because i had neer had trouble and because we weren't traveling til Ju, i didn't open them immediately. Few days later when i was to print them, I opened them and I had been booked for eleven nights at one hotel, six nights at another and one night (wrong date) at another----ALLl int he wrong month and overlapping.. La quinta and Ex DID refund the six night reserve, but Best West in Taos and Expedia are refusing to refund the 1200.00 I have been billed for the eleven nights . BW says it's up to Ex and Ex says if BW won't budge they won't. There WAS a computer malfunction because the Priceline reserves made at the same time went through just fine, and having done this a lot, I DO know how to make reserves..
We made reservations for a hotel that was supposed to have 2 queen sized beds. We paid $166 expecting that we would have two beds. When we got to the hotel they said our room only had one queen bed. Expedia's code that they used was for a one queen room. After we got back from our trip I called and complained to Expedia. They tried getting out of it by saying that it was some issue with the room description. That isn't my problem, I shouldn't have to pay for someone else's mistake. Expedia finally agreed to put a $25 credit on our account. I believe we should have got money off of our room and then some for this inconvenience.
Nightmare in Cancun!
To: Expedia Support Staff,
I have made numerous attempts to get some type of response from Expedia only to be told that my last submission was sent as an attachment which could not be opened for security reasons.
In August of 2006 I booked reservations for a trip to Cancun. My itinerary # was [protected] departing Hartford, CT on 19-Feb-2007, returning on 26-Feb-2007.
My package was to include the "senior Program/ Senior Upgrade.
I was under the impression that "all inclusive" included travel to and from the airport which it did not. Upon arrival at the "Oasis Cancun Resort Hotel" we were escorted to room # 2449. The "upgraded" room appeared to be a room under construction. Part of the room floor was bare cement, cover plates on electrical outlets were broken or missing, the room was dirty and the entry door had a 1/4 inch split down the middle. It was supposed to be a non-smoking room but there were ashtrays in the room.
This was just the beginning of our problems. As we entered the room we realized how cold it was and the air conditioner vents were putting more cold air in the room. I attempted to call the front desk and discovered the phone was broken. My daughter wanted to take a shower and found that there was no hot water.
I went to the lobby to file a complaint to the staff at the "Welcome Desk" only to be told that there was nothing they could do and I would have to take my complaint to the hotel manager who was out to dinner and wasn't expected to return for fifteen minutes. I came back in fifteen minutes to be told she would be out for another 1/2 hour. Frustrated, I came back in 1/2 hour to be told she'd be back in 45 minutes.
When the manager finally returned I had to wait in line for other parties who were experiencing problems similar to mine. I told the manager I wanted the upgraded room I had contracted for and was told that there were none available but they would have someone sent to our room to take care of the hot water, cold air and phone problems. This was at approximately 5PM so our day was just about shot so I decided to take my daughter to dinner, hoping they could make the room in a livable condition in the meantime. We returned from dinner and no one had come to take care of the situation. The room was so cold that I decided to open the slider door since it was warmer outside but when I tried to do that the door handle broke off in my hand.
I made six or more trips to the front desk to attempting to get someone to take care of the problems. My last trip was around 9:45 PM and again I was promised someone would be up to take care of the problem. At around 10:15 PM we got a knock on the door and a young man with a plunger came in. Yes, he had a plumbers helper and went into the bath room and came out in 5 minutes to tell us he had taken care of every thing. He had done nothing! We still had no heat, hot water or phone.
The next day after waiting an hour for the manager to show up and we were given another room, not an upgrade but at least it had tile on the floor and about 11 AM we finally were able to take showers. ( I found out later that many rooms in the hotel didn't have hot water.) The room we were given had a TV that didn't work. I made numerous calls and trips to the front desk and it was around 10 PM that night when a staff member arrived to confirm that the TV didn't work and get a replacement for us.
The trip was a nightmare and we tried to make the best of it but you can understand our dissatisfaction. While in Cancun I tried to get the emergency assistance number only to get a message in Spanish and a hang up. I tried to get some satisfaction on my return only to be told that I had to file the complaint by E Mail and then told that I had submitted it to the wrong addresses several times.
I am hoping that Expedia or Oasis Cancun can offer some reasonable resolution to my nightmare in Cancun.
Sincerely
Paul E Jonas
22 North Rd
Bolton, CT
Customer service, website - conflicting information
On May 4 I spent 25 minutes on hold, in Mexico at 5.00 per min., canceling reservation. This is after multiple attempts to make cancellation via website but was unsuccessful. After 30 min. received cancellation number and was informed of cancellation fee of $119.00, $100.00 of which would be deposited in an expedia account to be used as a coupon for future reservations.
Return from trip, check e-mail, no reference to cancellation which is a concern.
On May 16 begin calling Expedia at 9:45 a.m. On hold 10 min., customer service rep. returns me to main menu and then I was disconnected. I call back, new customer service rep., on hold 10 min., after giving her itinerary number, cancellation number etc. etc. She informs me that I need to call back in 1 hour as the hotel manager is unavailable. I express concern that no progress would be made 1 hour later and need to speak with supervisor.
On hold 27 minutes for supervisor. Supervisor had been apprised of situation, informed me that I would pay cancellation fee of 196.00 NOT 119.00 as previously agreed. This was unsatisfactory. She informed me that I would need to call back in 4 hours to speak with hotel manager that previous customer service rep. said would return in 1 hour. Another red flag.
I asked this supervisor what documentation she had. She confirmed that I had been told 119.00 cancellation fee and recited a hotel cancellation number but today, this has all changed.
I requested to speak with someone else in a more senior position and she informed that this would be the "help desk"... really, what a crook! She also informed me that there are no other phone numbers to use to get satisfaction such as corporate, etc. etc. She repeated that I needed to call back in 4 hours and reinvent the wheel.
UNBELIEVABLY POOR CUSTOMER SERVICE. The notoriously bad phone company gives me quicker, more accurate information and follow up. With all of the alternative on-line travel companies to do business with, I will NEVER work with Expedia again.
Their customer service department is nasty and unhelpful. I won't be using them again.
Booked an all inclusive with Expedia. The resort does not charge for 3 and under however Expedia charged us for our 1 year old. Spoke to customer service at Expedia and they advised us after many phone calls later that the charge is justified because of the reduced room rate with Expedia. The difference was only $19/day, we were charged $65.33/day. Would of been cheaper to book directly with the hotel. For those of you with young children, don't put them down on the registration form on line, if there is a charge then you can deal with the hotel directly.
I looked at the customer comments on Expedia and there was a couple that did not like the place but the more recent ones indicated that the problems were worked out. We arrived at the motel and were treated more like suspected thieves than expected guests. I had been required to pay up front so was therefore at the mercy of the manager. I went to my room which was musty but I thought I could live with it. When I entered my daughters room I could smell the mildew from outside. The room smelled of mildew and vomit and the carpet was wet and visibly mildewed. This would be bad in a normal circumstance but with my daughter and her friend having asthma it made it a case of life and death. I went back to the office to complain to the manager who told me All of the rooms smell the same, I will spray some perfume if you would like. I tried to explain about asthma and how that would make it worse but he walked away. It was not like the motel was even full, the parking lot was empty and the rooms were empty all night. I spent the rest of the evening on the phone with Expedia talking to one No Customer Service representative after another with no help. One representative told me They supplied you a room, they met their contract, you should be happy. I was told to take the chance with my daughters life or lose the money and go somewhere else to pay for new rooms. When we were leaving my husband went down and talked to the Manager one more time (I had spoken to him twice before) and he moved the girls to a room that did not stink as bad. We were able to stay but I ended up with a sinus infection from the mildew in my room. When I returned home I attempted to put a customer comment on Expediaa website but they did not post it. I called them to complain but they have just said they have the right to not post. They have not even addressed my other complaints. Using Expedia is not worth it, you cannot trust their customer comments and they do not care what happens to you after they charge your credit card. The HoJos in Norcross is a death trap for those with any sort of respiratory problem. Spend your money with those who deserve it, not these people. I did not even mention the cloudy pool, the lack of pillows, the scant (horrible) breakfast and the rude manner.
Here is Expedia's policy **Expedia Unpublished Rate hotel - hotel partners have unsold rooms, we can offer them at incredible values in order to fill them. Hotels prefer not to publicize rates this low, so we hide the name until after booking.**
Don't be fooled, this is a SCAM. They don't give you a low rate and they pick a crappy hotel.
January 15.2010 - I agree with the compliants that i've read about Expeadia, not because of what i read but what me and my wife exsperenc . we are presently trying to buy tickets for our flight and hotel with our debt card and each time expeadia sends the information, the bank will hold one dollar until the transaction go'se through. Our problem is thier system keeps saying that my adress is wrong. we thought it may be our APO since we live overseas. APO is a milatary address that we use to receve our mail here. we called the bank changing the address to our home adress thinking it would fix this problem, this did not work and all this time being patient talking with coustermer service did not work, my wife called three time on the 13th of JAN. talked for 3hrs, long distance and they still could not resolve this problem they would ask her the same questions and get the same information just to transfer her to another person to ask the same questions again, since we change the address we called the next day the same situation, both times we asked them to call our bank to resolve this problem, they said they would, in two days my wife talked with them almost six hours total and one person did not wanted to be bothered and hung up the phone. a aparentently expedia has thier own problems to deal with than to deal with a customer that has always purchaced thier vacation package through Expeadia .
i think its just that for every reservation, they're not all that guaranteed considering special requests. that would depend on hotel availability and considering that they're special requests those are subject to a fee. just to be a keen consumer, check for the policies with regards to cancellling and changing on reservation, so you can have something valid to dispute.
I Think one of worst service provider company is expedia.
My Name Martha Contreras, I am a very good client of expedida . I book a hotel in Vergina, the hotel name
was Alexandria suits. I booked a handicap room and they give me a regular room. which was very uncomteraaable. because i am in a wheel chair
so i hope it won;t happen again
sincerely
Martha Contreras
I booked a room with Carlos from Expedia (hotel.com) in Atlanta, GA on the 19th of November 2008. He told me the hotel had a pool, fitness center and a pet fee of 20.00 for the 3 day stay (not each day), which I requested. Now, I traveled from Virginia to GA (drove by car) 9 hours. When I got to the hotel they had no fitness center, no pool, and the fee for pet was 25.00 a day. I was truly upset and definitely didn't have 25.00 a day. It was 4pm when I arrived in GA, left 6:30 am that morning from Va. You can imagine I was tired from the long drive. I didn't know much about that area.
I called hotel.com (which I found out they are Expedia) and explain my issues with the wrong information Carlos gave me. I told them I am not calling to get a free room but to commendate me for the pet fee because I was given wrong information. I spoke with a rep Vincent. Vincent said he would place me on hold for 2 mins while he called the hotel room to confirm they had no pool, fitness center, and the pet fee. Vincent called the hotel (which I was standing at the front desk) and cancelled my reservation with the hotel. Now I was even more upset, because I was given the wrong information and they cancelled my stay. So I request to speak with a supervisor. Mary (the supervisor) came on the phone, kept apologizing saying she understood (but truly didn't). Said she would put in a req to credit me the 75.00 but I had to pay first, which I didn't have the extra monies.
I asked her to put me in a hotel that accept pets, had a fitness center, and a pool and she waive the pet fee and the hotel has to be clean. Mary found me a hotel and agreed to my request. When I got to the other hotel, I found out I had to pay 10.00 a night (which I did but still upset), the person gave me a key to the room, I went to check out the room. Oh my God, that room was horrible. It smell like cigarettes and drugs you smoke. The mattress had urine stains on hit, the dress had cigarettes burns on it. At this time I was screaming and couldn't breathe.
I called Mary back and she refuse to put me in another hotel. She said I would have to pay the cancellation fee of 75.00 and refuse to waive it. After fussing with Mary for another 30 mins, I agreed to keep the same agreement she offered me 74.09 refund.
The story goes on and on. The hotel personel at the other hotel gave me another room that was much better. I finally got a room at 7pm that night.
I would not recommend anyone to use hotel.com or expedia. This was not a good experience. Mary was not professional and her customer service and management skills were horrible. As I explained to Mary I am not seeking anything free just compensate me on the misinformation you gave me from the beginning (just waive the pet fee). These people are very unprofessional and they would not give you the human resourse number or a higher supervisor to complain about. Even the hotel people said you have to be very firm with them and they hate dealing with them. They get customers who go through this all the time when dealing with hotel.com and expedia.
Wow, glad i know this!
Attempt to commit fraud!
THis case is too gruesome in details i'm running a website: http://www.victimsofexpedia.com to alert people.
I bought (online from USA) a roundtrip from Europe to South America. For this trip I needed a paper ticket (not e-ticket) that EXPEDIA failed to deliver to me (one ticket was lost and the second was sent me to a wrong address - I provided the right address- ). I have proof of this (tracking number from UPS). Anyway, one of their representative advised me by phone to go to Europe and they will arrange with the airline I get a ticket at the airport. They never did it. I called to EXPEDIA many times from Europe and the airline that I was supposed to travel with (KLM) also contacted EXPEDIA. EXPEDIA never did anything to solve that problem that EXPEDIA generated and they didn't give me another solution. I had to buy (in Europe) another ticket from a different travel agency and I had to spend 15 extra days in Europe plus one extra week in South America. I've also lost many days at my job. I had lost a lot of money and my trips were useless because I had to use the money I had to solve this problem instead of enjoying my trips. TO MAKE IT SHORT, I WAS ABANDONED IN EUROPE BY EXPEDIA AFTER THEY FAILED TO PROVIDE ME A TICKET I HAD ALREADY PAID WITH MY CREDIT CARD.
EXPEDIA claims that it was my fault (It is a lie because I have e-mails from the airline telling me that EXPEDIA never arranged my trip). EXPEDIA claims that they had put all the information in the airline system. But when I asked where and when they cannot give me that information. I have documentations showing how many times I called them (and copies of e-mails I sent to them), I also have an e-mail from the airline telling me that EXPEDIA never contacted them and never put on their system the information necessary to issue me new ticket from Europe. I showed that documentation to EXPEDIA but EXPEDIA just ignore it and never made an attempt to contact the airline. Why? because EXPEDIA can lie to customers but it cannot lie to the airline.
In summary, EXPEDIA charged my credit card for 1,254.96 U$D for a ticket that was never delivered. They advised me to go to EUROPE. Once I was in Europe, EXPEDIA abandoned me there at my own with no ticket. I had to re-schedule my trips by my own and I had to buy a new ticket from another travel agency in Europe to complete my trips. EXPEDIA ignored my complaints when I was abroad. After I came back to USA, EXPEDIA tried to keep the money EXPEDIA charged in my credit card for that ticket I never had a chance to use. EXPEDIA lied to me many times and tried to keep money from my credit card in a fraudulent way. Thanks to my credit card I could recover (after almost 7 month) the full amount of that ticket but I suffered huge monetary loss due to that trouble that EXPEDIA generated.
This was EXPEDIA's official response to my case:
During my trip (before returning to USA). One of EXPEDIA's supervisor "admitted" that it was EXPEDIA's fault and told me to submit all the receipts I had for "extra expenses" . This was done by phone, however he also sent me an e-mail confirming the address where I had to send it. (read that e-mail). I sent to EXPEDIA all my receipts and a detailed amount of all my expenses. But it was another lie, EXPEDIA's "customer advisor team" (a higher level than supervisors) denied all responsibilities.
1) First, EXPEDIA try make it look as if it was my fault and they reimbursed me part of the ticket (800 U$D) they never delivered (read the e-mail EXPEDIA sent to me). Is this fair? Does it make sense? Why EXPEDIA will reimburse money if it they are sure it was my fault? They just tried to make me happy with 800 U$D and actually steal part of my money (> 400 U$D) because EXPEDIA actually never provided the service (this is simply fraud).
2) EXPEDIA tried to steal the rest of the money. It didn’t work: With the help of my credit card (VISA) I recovered another 429.99 U$D.
3) At this point, EXPEDIA still kept 59.99 because EXPEDIA charged my credit card in a way to cheat me and my credit card (see details). It didn’t work again. With the help of my credit card I recovered the rest 59.99 U$D. This was after almost 7 months. Does an honest company keep customers money for seven months? This long delay only showed that EXPEDIA tried to steal (and failed) my money no matter what. I could recover that money because my credit card fought for me and because I showed them overwhelming evidence of EXPEDIA’s lies.
4) EXPEDIA claims that I could not use the ticket I bought because the airline gave me wrong information. If this is true, EXPEDIA can provide me with names and dates when EXPEDIA contacted the airline to arrange for my trip. If I have that information I can stop bothering EXPEDIA and complain to the airline. Moreover, EXPEDIA can show that is an honest organization that care about their customers. I asked many times for this information but EXPEDIA was not able or did not want to give that information. Why? Because in fact, EXPEDIA never arranged my trip, thus, EXPEDIA has no proof of what they claim. EXPEDIA can contact the airline and clear this point with them: EXPEDIA never attempted to contact KLM.
5) I forwarded to EXPEDIA e-mails from the airline where the airline tells me that they tried to contact EXPEDIA and EXPEDIA never responded (Read the e-mail from KLM). EXPEDIA responses were several “automated” responses (since early april-2006) telling me that someone “in the appropriate department” is working on my case. But no one from EXPEDIA called me or e-mailed me after that. Even after showing them another letter from KLM telling me that EXPEDIA never attempted to arrange my trip EXPEDIA ignore my complaints.
6) When I asked for proof that EXPEDIA indeed contact KLM to arrange my trip I received THIS E-MAIL (more lies)
7) The last thing EXPEDIA did was to disable my account I had with them (and I used to send e-mail to them) and completely ignore my e-mails I sent using another e-mail address.
This was the very last message from EXPEDIA:
From: Expedia Travel Support
Mailed-By: customercare.expedia.com
To: [protected]@z2mail.com
Date: Jul 19, 2006 10:34 AM
Subject: Re: Other questions, comments, or feedback - Case ID: [REQ:[protected]]
Dear XXXX
Thank you for contacting Expedia.com.
I wish to apologize for the fact that you have not been contacted. I have once again forwarded your request to the appropriate department and have earmarked it with high priority, within 72 hours you should have a response.
If you have further questions regarding this concern, feel free to reply to this e-mail or contact Expedia.com customer services at [protected] and reference case ID [protected]. You can also visit the Expedia.com "Customer Support" page (http://www.Expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com.
Melody
Expedia.com Customer Support Team
In response to my message: :
From: xxx < [protected]@zmail.com>
Mailed-By: zmail.com
To: Expedia Travel Support
Date: Jul 19, 2006 10:23 AM
Subject: Re: Other questions, comments, or feedback - Case ID: [REQ:[protected]]2
Dear Sir/Madam
(Case ID: [REQ:[protected]]
It has been around one month since I received this e-mail from you regarding the e-mail address or postal address of your CEOs and regarding documentation proving that EXPEDIA indeed provided the information to KLM (as you claim).
Why are you denying me that information?
Comment: I was updating my web site: (http://www.victimsofexpedia.com), as usual I'm asking you to tell me if something I put there is wrong. Please visit the site regularly and just tell me if you find something that is wrong or untrue.
Sincerely
XXXXXX
Of course, they never contacted me again.
I If you that think that what I'm writing here is not true. Ask EXPEDIA by yourself ([protected]@customercare.expedia.com, [protected]@expedia.com) and/or read carefully all the documentation in related websites.
We made our travel arrangements through Expedia.com. They booked us on a flight from Los Angeles, CA to Portland, OR with a connection through Sacramento, CA on 8/6/07. I was contacted by Expedia a week before our flight stating that there was a schedule change from Delta and that I needed to contact them ASAP. I did and they said that I needed to change my return flight. I agreed to change it, but when the agent told me that we would have to pay additional fees, I asked her why I had to pay when we were being re-booked by the agency. She put me on hold and when she came back on the phone, she told me that she spoke with a Delta airline agent and that our original flight was just fine. We had a connection time of 28 minutes, which I later found out was an illegal connection time. We arrived to Sacramento, CA on time, but because we had to change terminals and did not have enough connection time, we missed our connecting flight. The Delta agent told us that there was documentation showing that they contacted Expedia regarding the illegal connection time. Also she told me that when there is a terminal change, the connection time needs to be at least an hour. I spoke with an Expedia agent right away. They apologized for their error. The agent told me, after much discussion, that they would compensate us for the last leg of the flight, $110. Although I didn't feel that was adequate compensation for them intentionally deceiving us and making a reservation with an illegal connection time, we took what we could get at that moment. We were already going to miss our plans and I didn't want to "discuss" it any longer with the agent. A month later, after not seeing the refund on our credit card account, I called expedia again only to be told that there would be no refund. The agent said there was no documentation of the refund and that since we were able to be re-booked onto another flight back to Portland, they would not be able to compensate us as they had already paid Delta for the flight. I believe it is highly unethical for a travel agent to use deceptive practices to obtain business from clients who are unaware of airline regulations. Expedia made an illegal reservation, we paid the price and they refused to compensate us for our inconvenience. This is my complaint.
I definitely agree, expedia is insane. It generated so much stress and such unnecessary chaos when something simple could have been done. Everyone that i've spoken to through expedia has no idea how to do their job... Its ridiculous. I been trying to speak to supervisors and they keep hanging up on me. I need to do something about what i have gone through. Please someone get back to me. Thx
Made a change to my e-mail address
Yep, I agree... been there done that with Expedia. Their Customer Service SUCK! I've spent tons of money on telephone calls from outside the states trying to resolve a simple issue with flight schedule changes. They outsource their operators from god only knows what country. Half can't speak English or even understand it and will tell you everything is confirmed when it's not. Expedia needs to get it's act together, until then I will never use them again!
What a terrible way to run a company!
Had booked 4 nights at the Essex House through Hotels.com (Expedia). My stay there was very unsatisfactory. The hotel room was worn and dirty, the staff was rude and unpleasant, the mechanics of the building kept falling apart, I had to make several phone calls and wait 4 hours to get a mini bar opened. All of this for $700 a night! I finally had had enough and checked out on the second to last day of my stay. I called Expedia to tell them I would not be using the 4th night and didn't want to be charged for it.
It my horror I discovered that when you book through Expedia or Hotels.com there is NO POSSIBILITY OF EARLY CHECKOUT no matter how terrible it is. You are charged whether you stay there or not. They didn't care about how unsatisfactory the hotel had been, or my experience. I'm still charged $700 for a room I'm not using. The "customer care" representative at Expedia told me I should have called THEM to fix the problem. First of all, no one ever told me I should go through Expedia for all hotel related complaints, and second of all, I don't know what they could have done about the shoddy condition of the hotel and the rudeness of the staff.
What a terrible way to run a company. They care nothing about customer happiness or loyalty. It's just all about the numbers. The personal experience is inconsequential.
This is my first and last time to use expedia.Booked 2 nights and was finished in the first day I had NO IDEA that i would charged anyway My money is hard to came up with .I told the guy at hes front desk and he cave me a phone number it cal What a waste of my time .First I was told I would get $100.oo in coupons then the longer i talked i wanted to supervisos she told that i could get $50.OO.iI IS BIG RIP OFF I am calling the BBB tomorrow .The motel was nasty no service had me put in the very back of the building.doors wouldn 't lock So if yoe are going to book a room DON"T USE EXPEAD WHAT EVER YOU DO!I will not ever again! Julia McClain
sorry about the ook at the top
wat do u think u are doin givin us the wrong address to the hotel(residhome hotel in france)so we get lost u little idiots at this rate U WOULDN'T EVEN BE ABLE TO RUN A CAR! WE CHOSE TO OOK THE HOTEL FROM U BECAUSE U GAVE US A CHEAP DEAL!
Has anybody noticed that on the Hotels.com web page, they say that if you want to make a complaint, email Hotelreviews@hotels.com
The shocking thing is that that email doesn't work.
Hotels.com is definitely not to be trusted.
As I have read above, my case is similar to that of many customers. I had booked a hotel in Egypt, hotels.com had taken the money straight away from my card, they canceled the booking, and now they are giving me problems to get a refund, and they refuse to re-book it.
I will never trust hotels.com ever again.
Anybody has any ideas where to get legal help for problem?
Expedia is a do it yourself travel site, and they do actually post all of their conditions and policies in plain sight. Many people simply aren't qualified to do their own travel arrangements - they simply can't be bothered to read the conditions and policies and then complain about gthe stuff Expedia really tries to make you read before you book. I use them all the time and have no problems - but I make sure I know what I'm getting before I book. For instance I know that I can get far better pricing on airport transportation at the airport than by adding it on to an Expedia itenerary, so I don't book limos and shuttles through Expedia.
BE A HAPPY CAMPER!
IF YOUR BOOKING ONLINE. TRY TO "READ...READ...& READ" THE TERMS & CONDITIONS, CANCELLATION POLICY, HOTEL REVIEWS & ROOM DESCRIPTION BEFORE YOU MAKE THE RESERVATION. IF YOUR BOOKING IT ONLINE, YOU HAVE ALL THE INFORMATION AVAILABLE IN FRONT OF YOU (ON THE SCREEN) BY SPENDING SOME TIME TO READ. DON'T BE HASTY ON BOOKING A RESERVATION. IT WOULD BE BEST IF YOU WILL CALL THE HOTEL & INQUIRE ABOUT THE ROOM DESCRIPTION BEFORE YOU BOOK IT. AND IF YOU ALREADY HAVE A RESERVATON & YOU WANT TO MAKE A CHANGE OR CANCEL IT, IT IS BEST FOR YOU TO CALL CUSTOMER CARE WERE YOU HAVE BOOKED THAT ROOM (E.G. EXPEDIA/HOTELS.COM)
IF YOU BOOKED IT THRU AN AGENT E.G. EXPEDIA/HOTELS.COM OVER THE PHONE. SIMPLY "PAY ATTENTION". IT IS STANDARD FOR THEM TO SUMMARIZE THE RESERVATION BEFORE CONFIRMING THE BOOKING. YOU WILL BE ADVISED OF THE CANCELLATION POLICY & TERMS & CONDITIONS.
BE A HAPPY CAMPER!...FOLLOW THESE SIMPLE STEPS. PROVEN EFFECTIVE. Ü
That is not ture I worked for expedia I am aware expedia has strict policies although there are way to check out early and if a stay is complete ridiculous refunds are given although a refund can take 3 months to process first month you call and an expedia agent submits a refund claim the refund will take a full 30 day to be look at due to the volume of customers then a refund agent must contact the hotel and the hotel will take another 30 day to have a refund claim done on their end once both the hotel and expedia agree the customers complaint is valid a refund or partial refund will be granted although it will take 30 days a total of 90 days for the money to appear on your credit card with is not good but when you make a purchase on expedia it is non refundable (read the fine print!) when you call you must be firm but nice make the agent think you deserve a refund many of expedia’s customers lie and this is why the refund process must be scruples. If expedia refunded every time someone called about a minor detail like the carper in the hotel was the wrong color expedia would be out of business (business are in the business of making money) one of biggest problems customer call with an emotional issue because the service from the hotel has been awful and feel the need to take his or her anger out on an expedia agent where at many the agent makes less money then you and doesn’t care if you get a refund or not because your yelling at them most expedia agents are being paid to be yelled at and when someone is polite they are so happy to be treated as a human they gladly do everything in their power to assist you many of expedia customer support centers are 3 party meaning they are contracts with expeda but the agent does not work for expedia the reasoning behind this is it keeps the cost down to run expedia, is that bs maybe but it’s the way it works? when changing a booking on a hotel once it is bought and paid for the change needs to be doe well in advance because the hotel room’s that expedia resells sell-out and are not available to book on the day of your arrival so the agent can not check you out and check you into another hotel with out at least one days grace but you could have the hotel agree with the expedia agent to wave the penalty charge and then book 1 night with hotel directly at the hotels rate then for the rest of the stay your booking would be through expedia because the agent adjusted your day providing the 1 day grace whether that be at a new hotel or not (it’s a numbers game) to focus on the 3 party issue if a 3 party give too many refund then the company can loose its contract so the agents are motivated not to give refunds or he or she can be fired because the bookings are non refundable which motivates the agent not to give refunds this is why call centers have high turn over rate because of the high stress due to aggressive customers over reacting and taking the issue at hand out on someone why has their hands tied managers also have their hands tied many of times worse then agents all the calls are recorded but if a manager need to find a call they need to know that date and time you called the calls can not be looked up by your name or account numbers etc. calls are only ever looked into if an emergency has risen hope this helps some people but all in all non refundable means non refundable do not impulse buy read up on the hotel you are booking you are the travel agent the web site is the tool this how expedia can afford to discount rooms they don’t have to pay someone to book trips forwarding the saving on to you
I booked a room from the US on a US credit card at the Hotels.com website. The charge was made to the card immediately for a room booked in Canada at 20 percent discount rate. When I got the credit card statement I had been charged $700 when the website had said it would be less than $400. I was first told that only the smaller amount would be refunded, because I would have to prove to them that $700 had been charged, but after I spoke to two other people I was told that the I had reserved the room in British Pounds. I did not change the currency, and saw on another consumer reporting website that the same thing has hapened to others. Hotels.com finally offered a $200 discount off of an even higher current rate. Instead, I booked the room through the hotel, which matched the price of the lowest web booking agency price and I was not charged in advance by going through the hotel. I also have discovered that the Hotels.com uber-company, which includes several other popular sites, has some other consumer issues that can be read about in the San Francisco Chronicles Lazarus at Large article "New Way to Make You Pay."
I agree with the last comment that you should have brought this up to the hotel management. Furthermore, the rules the Expedia was quoting you is that of the hotel, not Expedia, and it is not unusual for hotel reservations to be non-refundable after check-in. and did you not even realize that it was the hotel where your money went to?
I am still waiting for the refund
On september 30/2005 I bought two tickets from expedia to travel on december 29 2005 to madrid. On october 2005 my husband had an accident with cerebral hemorrhage. I call expedia to cancel the trip and they told me that I have a year to use the tickets due to the situation. My mistake was that I believe what they told me.
When I asked again for the refund they ask me for a doctors letter. I sent all the papers they ask me for via fax [protected]. On june 7 I ask again for the refund and they said to me that it takes 2 or 3 billings periods to be reimbursed to my credit card. I am still waiting for the refund. When yesterday I sent an e-mail to them asking for the refund. They told me that I have to talked to iberia at [protected]. Then I call iberia and they told me that I bought the ticket thru expedia and they are the one who has to gave me the refund. I think that they are playing pi-pon with my situation.
If anyone can help me with this I will appreciated very much. We are a retired couple. If you have any questions please contact me via e-mail or telephone
305-984-7sss. Thank you.
Iberia sent me an email saying they could not process my details, that I should contact the airline or make a new reservation. So I contacted the airline and the sales lady told me I had not successfully purchased the reservation. I had to get a flight out on the date I had intended to travel, and so went ahead and made a new reservation. Now my credit card has been charged twice.
I still have the email but I think that airlines are very hard to obtain a refund from. Has anyone else been in a similar situation? What should I do? I'm so annoyed.
Helou
i'm from Slovenia and i have problems with Iberia too...
Can you help me and tell me what did you do... i write to iberia and they said to me i don't get a refund. But i have a ticket which says that flight was oversoled... what is my next move...
thank you
It has been almost 2 years since i was garuanteed a refund from Iberia airlines. After claiming they had "sent the refund" it took them more than a year and a half to admit that it was never put into my account...and then I was told that I would recieve it immediately...that still has not happend 6 months later... believe me I have tried everything i could think of to get it back. Before I take it to court please let me know if you have any suggestions...
Carlierae24@hotmail.com
First of all...look at who charged you for what..then if you read the rules before you buy your trip...clearly states that they only charged you 5 dollars...no offense...but they just work between us and the airline. when i bought my flight..it was through expedia..but on my credit card it showed 5$ to expedia.com and the rest went for delta airlines. Besides... you can always dispute this as well.
I also had a bad experience on an Iberia flight, IB 3166, 29th June 2007, 16:30.
We had already spent 2 days traveling back from Peru and were on our last flight from Madrid to London Heathrow.
We were on the tail end of the queue for boarding, so when we climbed aboard the plane we discovered our designated seats had been filled with other passengers. We looked about in economy for empty seats, but there were none.
We decided to walk to business class and sit at the very back. A few moments later the air stewardess in business class came over to us and asked to look at our tickets. We explained our seats had been taken in economy and these were the only seats empty. She then very rudely asked 'Do you want ME to find you a seat?!' Jana replied, 'Yes please.'
We followed the air stewardess back into economy where, of course, there were no empty seats, and then left us stood in the gangway in front of all the other economy passengers and went back to tend to the business class passengers. After 5 minutes I started to get quite angry at the way we were being treated. After all, we were fare paying passengers and had originally been given a designated seat number. I asked an air steward if we could take a seat as we had paid for one on the flight, and if we sat in business class they did not need to serve us any drinks or food. He said very little and went up to business class.
Finally the air stewardess came back into economy and moved a lady in the front row of economy into business class and seated Jana in her seat. I was then split from my friend and placed in business class on my own. Bizarre.
Why give passengers a boarding pass with a designated seat number, only for it to mean nothing when boarding the plane? No apology was given at the lack of seats and we were made to feel unnecessarily awkward for no reason.
Also, why split myself and my friend up for no apparent reason, by moving another lady from her seat? I did look for the air stewardess as we disembarked from the plane at Heathrow so I could ask for her name, but she was nowhere to be seen. She was not even there to say goodbye to her business class passengers.
When I arrived inside the terminal, I then discovered my luggage had been lost. I then queued with many others whose luggage had been lost on the flight at the Iberia desk which had only one member of staff dealing with us all. Nobody else was there to help, and therefore it took well over an hour.
Sara Challice.
I am in a similar situation and I've called once already but I've seem to have lost the address of where I'm supposed to send the doctor's papers. Could you email the address to me at latina0206@gmail.com ? I'd greatly appreciate it.
Need help with bookings or customer support? Contact Expedia at 1-866-310-5768 or 1-800-469-1793. Their dedicated team is ready to assist you with all your travel needs.
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During the chaos that ensued during Hurrican Irene my wife and I were stuck in Spain. We had traveled to San Sebastian from Barcelona and were informed that we needed to cut our vacation short due to the storm and not knowing what the conditions of all airports would be in the following days. Panick erupted thousands of people flooded the telephone lines of Expedia. Being on hold for way over an hour without any update of how much longer I'd be on hold, my phone died. My hotel attempted to call the airline directly to book us new tickets a day earlier and see what our options were. After nobody picked up, we decided to book a new flight and worry about the details when we got back to the states.
When I called Expedia (who is acting as our travel agent) I had two 1+ our long conversations with customer support located in the Phillipines. They had told me that the only thing they can do is try to contact the airlines directly. After a 25+ minute hold time I received the same response that they weren't able to get through. I have written Expedia multiple emails detailing my frustrations and situations with them. The automated response I received was nothing short of inhumane. I will not ever use this travel site again and encourage others to find alternate ways of booking travel because if something goes wrong you won't be able to talk to a human for over 2 weeks.
Exepdia.ca has the worst Customer Service skills ever. Their agents are supposed to be "trained" for all the information with their company. However, agents give out WRONG information to customers and company doesn't want to be responsible for it.
I called in to ask for information about my future credits on my account and asked for the expiry date. Then later I called in to book a trip, the agent told me I DON"T have any credits. I told them when I called early your agent told me there's credit doesn't expiries till 1 year. They told me the agent gave out the wrong information and too bad, there's not they can do. The company is not willing to help customer solve problem, they don't want to lose money or use their brains so they told me there's nothing they can do! They won't let me speak to their manager. This is horrible services!
I agree with every word said, I have been trying to talk to a human being about our flights to Bangkok for over a week, even sent emails (got no reply)