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4.4 8242 Reviews

Expedia Complaints Summary

108 Resolved
1273 Unresolved
Our verdict: If considering services from Expedia with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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11:04 am EDT
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Expedia I mean really!!

— original message —
From:
Sent: 4/16/2009 1:51:04 pm
To: [protected]@customercare. expedia.com
Subject: refunds questions or comments - case id: [req:[protected]]

* tpid: 1
* eap: 0
* name: marc
* tuid: guest
* e-mail address:
* phone numbers:

* itinerary number:

* subject: refunds questions or comments


* comment:
Customer: marc
Reference #: [protected]

I spoke with a representative earlier today about an issue I noticed in my itinerary this morning. it was brought to my attention when I handed in my expense report for the business travel I had booked through your website on april 3rd, I noticed an incorrect departure date for may 8th from louisville, ky. to orlando, fl on my credit card statement when the date should have been for april 23rd. I immediately called expedia to straighten out the error only to find that I am now being charged $150 per passenger to correct the error. this is for a business trip booking where I was to leave orlando on april 22nd in the afternoon, conduct a meeting the following day in louisville and then head back the same day as the meeting on the 23rd (thursday) of april. instead I found while submitting my expense report that the date I was to return is may 8th (friday).

Now I have used your website religiously for over 8 years at least and am fully competent in maneuvering around your website and booking travel. I have never had an issue in the past using your website. obviously some technical issue took place while booking for this trip. I would understand accidentally choosing the wrong month (maybe) but in no way would I have mistakenly booked for not only the wrong month but also the wrong day and date. especially considering the 8th is not even close to the 23rd. I explained the situation initially to a customer service rep who was kind enough through the conversation; she said she would first need to check with technical support and then came after a few moments on hold. she then said I needed to speak with a supervisor and passed me off.

Malik the supervisor proceeded to tell me that there was no error in the system and that I had made the mistake. I realized from the start of the conversation that malik was going to be the right one and I was just completely wrong and that I was getting nowhere in having the issue resolved. it is a business trip and obviously there was no way that I was to spend the next two weeks in louisville and had to make the necessary changes to what was originally suppose to be my itinerary.

I am still steaming from my conversation this morning with malik. I have been a repeat customer for over 9 years with expedia and you have been my default website in booking any kind of travel arrangements. I am extremely technically savvy with a degree in computer networking and I have been a manager with an it staffing firm for over 2 years if that can help explain a bit more at the ease I have with navigating through your website. if I could see the possibility of this being my error I would have no problem swallowing the $300 being charged to me but this is in no way a user error and obviously a technical glitch.

I would like to have the $300 charge waived for this issue and I will continue to do whatever necessary until it has been resolved. I expect prompt feedback and please provide me with proper contact information of who I need to speak with at the next level if need be.

I understand that you give ample time to review the full details of the itinerary before completing the purchase and I took the time to confirm that the details were correct before finalizing my purchase. the details were correct at that point yet the technical issue seems to have taken place immediately after completing the transaction. I will admit I didn't check my email thoroughly since I knew it was a confirmation email of my purchase and not the actual itinerary that usually comes days after purchase. which I might add, I never did receive any additional email past the 3rd of april with my itinerary information.

I spoke to us airways prior to even giving expedia a call yesterday and explained the situation. us airways said they would love to assist me in this matter but since I purchased through expedia, they were not able to move forward with any course of action. so seeing that us airways was willing to work with me directly if I had purchased through their website tells me that though you are bound by these rules and policies, certain situations should be no problem to override. I cannot tell you how easy it is for a company's initial response to say "sorry there is nothing we can do!", yet after persistence from the customer something is done to rectify.

Again I am done with conversing with customer service over this issue and want this matter taken to the next level within expedia's management.

— original message —
From: expedia travel support [mailto:[protected]@customercare. expedia.com]
Sent: thursday, april 16, 2009 9:59 pm
To: marc
Subject: re: refunds questions or comments - case id: [req:[protected]]

Dear expedia customer,

Thank you for contacting us about your refund request.

Please accept our apologies for any lack of service you received while trying to resolve your situation. it is never expedia.com's intent to mislead or to inconvenience our clients, and we are sorry that you feel expedia has done so. it is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.

We at expedia are dedicated to providing knowledgeable service and support to our clients, but we are constrained by the policies of the vendors whose services we provide on our web site. when a flight or hotel itinerary is purchased on expedia.com, we act as the agent between the client and the vendor. any transactions are governed by the rules and regulations put in place by the vendor providing the service.

We regret any inconvenience this may have caused and would like to assure you that every reservation is important to us.

If this does not answer your question or solve your problem, feel free to reply to this message or call us at 1-800-expedia [protected]) and reference case id: [protected].

Thank you for choosing expedia.

Rachelle
Expedia customer service team

— original message —
From: marc
Sent: 4/17/2009 6:32:30 am
To: expedia travel support
Subject: re: refunds questions or comments - case id: [req:[protected]]

I mean you didn't really just copy/paste me some standard rhetoric as a response to my serious issue. first I don't have a question that I need answered and second; no your response is not even close to solving my problem. I obviously need this taken to the next level above a customer service representative. I will once again post my initial email below for reference and if there are any more details needed in rectifying and removing the $300 charge on my credit card, I can provide that.

— original message —
From: expedia travel support [mailto:[protected]@customercare. expedia.com]
Sent: friday, april 17, 2009 10:04 am
To: marc
Subject: re: refunds questions or comments - case id: [req:[protected]]

Dear marc,

Thank you for contacting expedia about your refund request.

There are no reports that indicate problems with the site. our website is equipped with recapping the details of the itinerary twice throughout the purchase path. all guests are given ample time to review the full details of the itinerary before completing the purchase.

Kindly take note that each of our airline partners established their own rules and policies for canceling or changing reservations. we are bound by these rules and policies and must adhere to them.

Please accept our apologies for any inconvenience this may have caused you. please be assured that the entire team at expedia.com is dedicated to not only providing the most efficient, user friendly, and accurate travel application, but also to the highest standards of support for our members.

Comments such as yours are read by numerous people within expedia and help shape our policies and practices as we learn and grow.

Unfortunately, we cannot handle refund requests through email. however, we would be happy to assist you over the phone. please give our customer service desk a call at the number provided below or [protected] for callers outside the u. s. and canada.

If possible, have your itinerary number and/or booking id available when you call.

If this does not answer your question or solve your problem, please call us at 1-800-expedia [protected]) and reference case id: 4976737.

Thank you for choosing expedia.

Jardine
Expedia customer service team

— original message —
From: marc
Sent: 4/17/2009 10:38:30 am
To: expedia travel support
Subject: re: refunds questions or comments - case id: [req:4976737]

I understand that you give ample time to review the full details of the itinerary before completing the purchase and I took the time to confirm that the details were correct before finalizing my purchase. the details were correct at that point yet the technical issue seems to have taken place immediately after completing the transaction. I will admit I didn't check my email thoroughly since I knew it was a confirmation email of my purchase and not the actual itinerary that usually comes days after purchase. which I might add, I never did receive any additional email past the 3rd of april with my itinerary information.

I spoke to us airways prior to even giving expedia a call yesterday and explained the situation. us airways said they would love to assist me in this matter but since I purchased through expedia, they were not able to move forward with any course of action. so seeing that us airways was willing to work with me directly if I had purchased through their website tells me that though you are bound by these rules and policies, certain situations should be no problem to override. I cannot tell you how easy it is for a company's initial response to say "sorry there is nothing we can do!", yet after persistence from the customer something is done to rectify.

Again I am done with conversing with customer service over this issue and want this matter taken to the next level within expedia's management.

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3:52 pm EDT
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Expedia scam

We have tried to book a flight with Expedia and we ended up getting charged by Expedia and Ebookers when we did not even visit Ebookers. Now after cancelling and getting a conformation, we are still getting charged by Visa, and the interest is piling up.

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11:42 am EST
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Expedia best price guarantee scam

I was going to book a hotel with Expedia at Lakeside Inn Hotel/Casino in Stateline, NV. The quote on Expedia.com was about $199 + tax and fees for check in and check out dates 2/15/09-2/16/09. But I found a better price at priceline.com which was $109 for the same room type and same dates at the same hotel.

Since I am a long time Expedia.com customer and I had booked a lot of vacations with Expedia.com in tha past, I called and asked for the price difference. The representative told me that they can match the price and offer a $50 coupon to be used in future purchases. However she said I needed to book the hotel first with the Expedia.com listed price and then she would transfer me to another representative for price matching. I agreed and she booked the hotel for me.

After she transferred me to the representative (which I had to wait for 30 minutes to talk to), first, the representative confirmed the price on priceline.com. However he claimed that the hotels were not the same because the addresses were listed slightly different on priceline.com and expedia.com. Later he agreed that the hotel in question was actually the same.

Later on, he said he could not accept priceline.com's price for the price guarantee and said the terms of use for the price guarantee explicitly indicates that. During the time I opened the terms and conditions for the price guarantee on expedia.com and did not find any explicit exemptions about priceline.com prices. I asked him to e-mail me the information about the policy for priceline.com prices for price guarantee program. He said he is going to mail it to me right away and hung up. However as you might have guessed I haven't received any information.

I asked him that I only booked this because of the representative told me you would match the price and he said he could cancel it and that was what he did.

Later on I e-mailed the customer care department. I received a few unrelated replies and after those they started me giving reasons like "the itinerary is not purchased" and here's a quote from the e-mail reply I received:

"Thorough review of our records and verification through the Priceline.com web site, we found a difference in room type description. Please note the following:

Expedia.com web site - Standard Room Two Double Beds room type

Priceline.com web site - Superior Room 2 Double Beds Satellite Tvsmoking Or Nonsmoking Upon Request "

As it is clear from the quote, the two rooms are completely different. For example one room has "TWO" double beds while the other one has "2" as well as a smoking tv.

I asked them in my e-mails about getting to the bottom of this because that agent was bluntly lied to my face and canceled my reservation. Of course they never did and I think it is their policy to lie to customers to save a few bucks. I don't think I will ever deal with their false advertising and impeccable implemented cover-ups. I have already filed complaints by BBB.

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vigo99
, US
Mar 15, 2017 7:44 am EDT

Expedia price guarantee is a total fraud. Customer Service agent told me file the guarantee claim via website and said someone will get back in 24 hours. On filing the claim, website said 48 hour response time. Now comes the third part - email that request has been submitted, That email says 72 hours response time. It has been more than a week now but there has not been a single response from Expedia - even after reminder emails/calls. If Expedia - an Internet Company - cannot get the response time correct at 2 places (ignoring Agent's reply), how can we expect them to do anything right. I used Expedia for few years now but not anymore. Total fraud.

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5:32 am EST
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Expedia fraudulent activity

My son purchased an airline ticket through Expedia for me in March of 2008 so that I could come to see him graduate from College. The graduation was scheduled for June the same year and the ticket was to be my mother's day gift.

Unfortunately and sadly, my son passed away suddenly in May. A few days after he died, I called Expedia to cancel the trip and was told that I would most definitely receive a refund for this ticket, since I would no longer be attending a graduation in Denver. It was in a timely manner, more than 4 weeks before the scheduled flight.

I was told to send them a certified letter along with a death certificate and the refund would arrive promptly. I received a death certificate from Denver in July and that day sent it to Expedia along with my pertinent numbers they had assigned to the case. I never heard back from them.

Since that time, I have sent countless letters, made many phone called, several emails, each time I was told that it was 'pending' and I would receive compensation no later than 6 weeks. It has now been nearly 9 months.

When I call, they put me on hold and then disconnect me. They refuse to refund the money or give me a voucher for future travel. Once I was even told that they would credit my son's credit card. Strange, since he is deceased now and does not have a credit card anymore, so this is totally unacceptable to me. I cannot seem to get any resolution in this matter. I am heart-broken at the loss of my 22 yr old son, but this incident is making it worse, they are taking advantage of a death for their own pockets. Any help or information would be greatly appreciated. Thank you.

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2:17 pm EST
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Expedia best price guarantee

Last Saturday, my friend booked a flight ticket and hotel from
Expedia. Just today I've realized that the hotel she booked was out of
the way so we called Expedia to cancel the original hotel, pay the $27
cancellation fee, and booked another hotel within the city of
Barcelona. After booking the new hotel we discovered a better price
offer from the actual hotel itself, so we told Expedia customer
service. Here's Expedia's "Best Price Guarantee":

"Expedia guarantees you're getting the best price. If you should find
a better price online for the same trip within 24 hours, Expedia will
refund the difference—and give you a travel coupon worth $50."

And here are the reasons they provided for not following-thru:

• Apparently $7.43 price difference is too low; therefore they refused
to honor it. Customer service is not able to provide me with the
"MINIMUM" required price difference or anywhere on their legal policy
where this was stated. After I insists on seeing the legal document
that state this, she finally told me she's going to talk with her
supervisor to get his sign-off to approve the difference.
• A few minutes later, she came back with a new reason. Apparently, I
"changed" my itinerary instead of "cancelled" the previous hotel and
booked a new one. The 24hrs policy is only valid based on the original
reservation, not "changed" reservation. Understood, so what's the
problem? When we called Expedia, we specifically asked to cancel the
previous hotel reservation, paid the cancellation fee of $27, and paid
a higher price for a new reservation at another hotel. So, I guess
according to Expedia, the customer has to paid for their customer
services' screwed up.

I asked to speak with the supervisor, but the supervisor never got on
the phone. So instead I asked for Expedia corporate information so I
could contact them directly and here's what I've got (They wouldn't
give me a direct contact person):

[protected]@customercare.expedia.com

Expedia Travel
PMB 290
2897 North Druidhills Rd
Atlanta, George 30329
800.397.3342

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Expedia - Fraud and cheating

I booked a trip to CA and took the trip in September. I intentionally booked the motel I used because of the $50 gas card offer. I have emailed with Expedia several times concerning not having received the card. Expedia wanted the confirmation number indicating that I actually filled out the form to get the $50 card. Thank God I kept a hard copy! I have...

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Expedia the worst moving company online

These people are only curtious when taking your money as an initial deposit, after that they are horrific. They refuse to return my calls when I tried to get my furniture delivered. They promised a delivery date and did not deliver till almost 4 weeks later. They are rude and have no sense of what customer service means. In addition, they destroyed my furniture and property, not only were my glassware broken, clothes and furniture were water soaked with mildew and severe water damage. They refuse to honor their claims for repayment of damged property, and they hide from the Better Business Bureau. I would not reccommend them to my worse enemy. Save yourself some headache and money and get a real moving company that won't treat your property like garbage!

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,
Aug 11, 2008 6:38 am EDT

When I book the vanlines, I had the impression that the total cost would be $630.00 including everything. The representative (Edwin) never mentioned about the new cost to me before booking. If I were told I would not have booked this vanlines. I don't think this is a good business practice when the customer is not aware of the total cost during the booking. In addition, Edwin was talking to me acrimoniously about the issue when I called immediately after seeing my email from Expediant. I was shocked. Finally, he hung up on me. I have not experienced any such behavior in my life from a vendor.

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Expedia stranding customers

I patronized expedias service and was appauled by the horrible experience I had with them. I urge everyone that if you plan on using them "don't".

I booked my flight and rental car through them and ended up stranded at chicago airport christmas eve 2008.

My flight was fine, san francisco to chicago. I was then instructed to wait outside in the freezing cold for a shuttle to pick me up and take me to advantage rental car office offsite. I waited forty five minutes and still no shuttle, so I call info and get the phone number to advantage because the one on my paperwork doesn't work. So I call and get a recording that puts me on hold for over a half an hour and eventually hangs up.In the mean time my friend whom i'm traveling with calls expedia and is put on hold the entire time i'm trying to get a hold of advantage.

Finally we get a customer service rep from expedia and she puts us back on hold while she trys to get a hold of advantage. Another half an hour later she gets comes back and tells us that there is nothing she can do. I told her that was unacceptable and I wanted to talk to a supervisor, so she puts me on hold. Half an hour later my friend starts calling other rental car companies to see if we can get a car some how, and we are told that there is not a car to be had. Its christmas eve and we have now been at the airport three hours and still have nothing.

After an hour and twenty minutes on hold waiting for a supervisor she finally gets on the phone and informs me that advantage went bankrupt a couple months ago, and there is nothing expedia can do. So we were stuck in chicago even though we were suppose to drive to detroit that day for christmas. I told the supervisor that was not acceptable and she needed to find another rental car for us. She then told me that they knew they went bankrupt two months ago and it wasn't there responsibility to notify their customers. She told me that it was my responsibility to confirm all reservations. I then reminded her that I had a confirmation from expedia two days prior saying every thing was fine. She then told me that she could do nothing and hung up on me.

So please please please pass this along to anybody looking to use expedia...
Don't use them...

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Expedia no service

I have tried for many hours to contact Expedia by phone at 13 pence per minute and no one answers. I have written 7 e-mails and they reply telling me to phone. I have sent them my number and no one calls.
I now face a loss of business because I cannot change a flight. I normally never use Expedia for my monthly intercontinental flight. I never will again. It is the absolute worse service I have ever encountered.
A call to Expedia USA did result in a reply but they cannot enter the same system and cannot contact them on other numbers.
ADVICE DO NOT USE EXPEDIA.

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Expedia excessive charges

EXPEDIA RIP OFF

Folks I don't normally go off on a subject like this, but my experience with Expedia is a slap in the face. They must view their customers like cattle, just dumb enough to fall for anything. When you book a hotel with Expedia, beware. While any hotel will allow you to cancel your reservation, with varied time clauses from 48 to 72 hours, not Expedia. They charged me $25, 99 for a cancelation that I made, six weeks prior to staying at the hotel. When I questioned them on this, this was Expedia's explanation.

"Expedia negotiates special arrangements with our partner hotels to guarantee the lowest prices available. In order to continue offering these great rates, we need to charge a $25 change/cancellation fee. But that fee allows us to bring you the best possible hotel rates in your future travel."

Germaine

Expedia.com Customer Service Team

Well, I thought I would see what kind of savings that the expert negation team at Expedia had achieved to justify this claim. This is what I found. I compared a booking for December 18th, with the Marriott in Budapest. Going directly through the Marriot web site, my rate was $165.39, or 130.00 Euros. Through Expedia

Expedia itinerary number: [protected]

Hotel confirmation number: [protected]

Reserved for:

Dennis Maroney Hotel: 2 adults Deluxe Room 12/18: $164.81 per night

Hmm, now I really feel validated, and assured that the expert negotiation team of Expedia has actually saved me .58 cents! Folks, please get the word out, under no circumstances use Expedia for hotel bookings. We have been a very active customer of Expedia for the past three years. They do not give any customer appreciation points and will jump at the change to gouge you for any nickel or dime they can get away with.

Expedia's response to my .58 cents savings was:

"Unfortunately, we are unable to process your request for a refund on the cancellation fee. We regret any inconvenience this may have caused you and would like to assure you that every reservation is important to us".

Meredith

Expedia.com Customer Service Team

Hmm, what is important to Expedia is squeezing every cent from your wallet!

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2:19 pm EST

Expedia fruads, cheaters, and ripoff

Expedia is a rip off and a fraud. they told that there were no hidden charges and if you booked a hotel room from them before a certain date, they would give us $50 dollar gas card and in the hotel bill it said, "extras, 0.00. when we came back from our trip we got a bill from Expedia that we had to pay extra $30 per room for nothing and we had booked two rooms, so they charged us extra $60. we didn't even use there extras that they offered us. and about the gas card, its like they dont know anything about it. when we call them and ask them about the gas card, they disconnect the phone .

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10:01 pm EST

Expedia coupon scam

Expedia is heavily advertising a $200 coupon they promise to give you if you "book and travel by January 3 2009" .

They set January 3 as the deadline, which is of course the Saturday of the New Year's weekend. Does this sound like you have to take the first leg of a round-trip by January 3, or you have to complete your whole trip by January 3? The ad doesn't specify. I called customer service and wrote emails to clarify, after I spent over $2000 on my ticket. Well, they meant, "complete travel by January 3." I thought it seemed preposterous to say "book and travel by January 3"--how could you travel by Jan. 3 if you hadn't also booked by January 3? And how could you book on January 3 for travel that day, considering it's the last Saturday of the holiday season?

I think Expedia is purposely obfuscating the travel deadline, and purposely set the deadline for travel a day early so they don't have to give coupons to people who can't get a flight on Saturday and have to travel on Sunday; and they still get the sales to people, like me, who thought if they meant "complete travel by Jan. 3" they would have said so.

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Leung
, US
Feb 11, 2009 1:03 pm EST

Expedia falsely advertises the deal as "Receive a $200 travel coupon now." I booked a trip, but still have not received the $200 coupon. I called twice and and spoke to a "supervisor, " but was told that the $200 coupon would be sent when Expedia decided it was time to do so. This is mid-February already. The $200 coupon would only apply to travel completed by March 30. I suspect that even if Expedia eventually sends me the coupon, I will have little time to make travel plans and the coupon may be useless. Expedia is a fraud.

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J
John Doe
,
Nov 24, 2008 3:43 pm EST

Expedia is a scam. Source: http://www.victimsofexpedia.com

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Expedia - beware & expedia vacation waiver&

I have purchased a vacation package with Expedia Vacation Waiver option. It tells you “You can change or cancel your trip for any reason prior to the scheduled start of your trip”. Even if you read the fine-print it gives a first impression that you can cancel or change your package without losing money. However, when I called them to cancel the package...

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2:18 pm EST

Expedia double booking

Sometime prior to August 22, 2008 I booked a room at the Salmon Arm, B.C. Travelodge. Prior to my scheduled arrival and certainly within 24 hours of that date, I cancelled my reservation. The reason was that I was attending a funeral and determined that my friend, whose wife passed away, invited me to stay with him. I called the Travelodge and thought that I cancelled my trip. I was informed that I only cancelled one reservation and that I had made two. I certainly had no reason to book two rooms for two of us (husband and wife) to stay overnight. I have been charged for this stay and futile efforts to recover my expenses have met with no results. I went through Travelodge and Visa. Is there some means that you can assist me to recover my lost funds ($98.95). Thank you.

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Cheryl Ann
,
Nov 07, 2008 8:26 pm EST

I am an employee at a hotel and i will say this much... Third Party reservations is a bad idea. 90% percent of the time if you call the hotel and tell them that expedia has a different price the hotel will match that rate if you book it through the hotel.

Another MAJOR problem is, you have already paid for the room by the time you get to the hotel. So, what if you have problems IE: the wireless internet isnt working, the pool heater is broken, the elevator is out of service? Guess what? the hotel cant give you a discount for your stay... We have no control over the price once you pay for the room.

THINK ABOUT IT?

Is few dollars worth the risk? (most of the hotels rates are same as as a third party anyways WE ARE GETTING SMART!)

So, Call us FIRST!

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11:25 am EDT

Expedia failure to refund

I purchased an airline ticket online through Expedia.com. The airline made several changes to flights that I could not accomodate so Expedia told me that I could get a refund for the ticket. I made my original call to request the refund on August 4, 2008 and at that time I was told it would take a "Billing cycle or two to receive the refund.

After more than a month I contacted Expedia since I had not received the refund. At that time I was told it wuld take two to three billing cycles to receive the refund. As of today, October 30, 2008 I still have not received the refund. I called today and was told it would be three to four billing cycles to receive the refund.

This is completely unacceptable to take three or more months to receive an electronic refund. I discourage everyone from using Expedia.com to purchase tickets.

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tyler
,
Nov 10, 2008 11:03 pm EST

It's a huge hassle dealing with expedia. I've been waiting almost 2 months now for a refund of $2300 of which Im getting charged interest on. I'm going to call my credit card company, this is stupid.

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Gene
,
Nov 05, 2008 2:33 pm EST

I had a similar problem that I am still trying to resolve with Expedia. I cancelled my refundable flights July 5th and I am now on hold with Expedia (four supervisors later) and have been for 78 minutes. I was originally tol everything was being processed and that I should expect a refund in 2-3 billing cycles. the latest is that they never processed the refund because "they have been very busy in the refunds department and did not get to it until October 15th and now expect me to wait another 2-3 billing cycles. I strongly recommend avoiding Expedia. I will never book through them again.

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7:46 am EDT

Expedia hidden fees - poor customer service

I had a very bad experience with expedia.ca customer service regarding a "airline hidden fee issue"

Long story short we booked an all inclusive trip but on the way home were informed we couldn't check our baggage (1 bag per person - All under weight) unless we paid $15.00 USD per bag.

We expressed our displeasure to expedia.ca about there lack of communication regarding these fee's and the fact there was no mention of it in our booking confirmations etc...

The customer support person was rude and basically said tough luck and there is nothing we are willing to do to help you.

They lost 4 customers already and hopfully other will read this and come to the same concusion.

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alexandra
Kitchener, CA
Feb 12, 2009 9:52 pm EST

I work in the Expedia.ca call centre, and would just like to mention that, when you book on the Expedia.ca website, YOU ARE YOUR OWN TRAVEL AGENT. We are simply an online booking tool. The baggage charge is not a hidden fee...it is simply something that is unique to each airline. Some airlines charge for the first piece of checked baggage, while others do not. As a responsible traveller, you should be checking the airline's website to see what, if any, fees are charged for baggage, as these charges vary from airline to airline. A little research on your end prior to booking your trip will prevent headaches during travel.

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8:08 am EDT

Expedia cancellation of flight/refund

We booked flights for Christmas from Anchorage to Acapulco in June, 2008. The credit card was charged about $5, 100.00. On August 14, 2008 they called and said that the flight was cancelled. They said we would get a refund "within 3 billing cycles." On October 24, 2008, I called the airlines (Delta)directly about this. I was informed that Expedia never requested the refund for us, even though we were entitled to it. Now we will get our money back in 7 to 10 days (hopefully). Bottom line is that they sat on $5, 100.00 for 5 months.

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sha77777
43 rosemont ave, US
Oct 05, 2009 4:58 pm EDT

I made a reservation for Cancun for my two children and I back in May of 2009 for July 2009. Expedia called and informed that the airline had cancelled that flight. They said it would take a month or two to receive the refund. It is now October 2009 and I have still not received the refund. I have called so many times. Today, they told me that the airline had issued the refund to them back in May! Even American Express was unable to help.

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3:20 pm EDT

Expedia stole my credit card

I booked a hotel room through expedia. 2 days later i found out my card number had been stolen, and over 1000 dollars put on my account, on top of the hotel charge that was 233.00.
When i got to the hotel, they had NO RESERVATION for me. Expedia had never booked it for me, and the hotel was full.
I've never had such a horrible experience while traveling before. I'm trying to figure out now how to get a refund on the hotel room that they never booked for me. I've already called the fraud dept of my credit card company for the other charges that i did not authorize.
DO NOT USE EXPEDIA.COM!

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anonyMiss
San Diego, US
Jul 23, 2009 4:51 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

You can chargeback on the original charge under 'Non receipt of goods/services.'

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2:44 pm EDT

Expedia refund policy

I changed in my Hotel reservation over a week before traveling to Kinsale, Ireland -- to delay my arrival from 29Sep to 02Oct08 -- as required by your cancellation policy. The confirmation #123467 was not reflected in the travel itinerary sent to my email 6 days before my new departure. I immediately responded by email on 25Sep that the itinerary information was wrong and that I had to postpone my arrive until 02Oct08.

All other attempts to obtain clear contractual information have not provided any indication that would alter your existing refund policy following 72 hours notice. Instead, the only information I received was after it was too late to change. Such as no breakfast would be included because of expedia prepayment and, when my normal reservation ended on 09Oct08, that I had to call expedia to confirm my stay had ended because expedia had extended my dates rather than provide the add-on rate normally used by the hotel. These latent revelations became impossible to resolve because the 800-expedia number was not functional from Ireland. Hotel assurances that my abbreviated hotel stay could be confirmed by a later call to expedia have been dishonored.

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8:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Expedia Unauthorized billing

I booked a trip to Arizona thru Expedia. I later found out that the hotel I reserved was a long way from where I was going. I called Expedia to change hotel locations. The CSR from West Virginia quoted me $124. TOTAL to change from one hotel to another. I told him to check with his manager, because it needed to be the TOTAL amount, not the DAILY amount. He put me on hold, came back laughing, & said he checked w/his Manager and it was $124 TOTAL. for the 7 night stay. I changed hotels.

Later that day I checked my bank account, and he took out $800 from my account. I called back right away and got that same West Virginia office. I told them what happened, repeated my conversation & told him to check with the Manager, since the other CSR did too. He said there was a note in the system that said I KNEW there was an $800. additional charge, & that I agreed to it! I told him they quoted me $124 for the ENTIRE change, and he told me it was my word against theirs. I asked to speak to the Manager, and I could hear all 3 people talking to each other in the background. She told me the same thing, saying that I could NEVER prove what they did, & I would NEVER get my money back!

You know — THEY WERE RIGHT! I have sent hundreds of emails, & made hundreds of calls, and NO ONE CARES! They are ripping people off left & right, with no one to answer to! I am so pissed! That West Virginia Office is up to NO GOOD! I keep telling the CSR's that I speak to about what happened, & all they do is send me a "form letter apology" saying they strive to maintain excellent customer service, and then go into a sales pitch trying to get me to go on vacation again — and USE THEM! They are all NUTS! They have no corporate office that will take your calls, and no line staff will forward your emails to management!

Be Careful! I never did get my $800 back, and I had to borrow rent money because they stole that $800 from my account!

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Expedia Customer Reviews Overview

Expedia is a popular online travel booking platform that offers a wide range of travel services, including flights, hotels, car rentals, cruises, and vacation packages. The website has received a significant number of positive reviews from customers who have used its services.

One of the most appreciated features of Expedia is its user-friendly interface, which makes it easy for customers to search and book their travel arrangements. The website also offers a variety of filters and sorting options to help customers find the best deals and options that suit their preferences.

Another positive aspect of Expedia is its competitive pricing. Many customers have reported finding great deals on flights, hotels, and vacation packages through the website. Additionally, Expedia offers a rewards program that allows customers to earn points for their bookings, which can be redeemed for discounts on future travel.

Expedia's customer service has also received praise from many customers. The website offers a 24/7 customer support team that can assist with any issues or questions that customers may have. Many customers have reported receiving prompt and helpful responses from the support team.

Overall, Expedia is a highly recommended travel booking platform that offers a wide range of services, competitive pricing, and excellent customer service. Whether you're planning a quick weekend getaway or a long-term vacation, Expedia is a great option to consider.

Expedia In-depth Review

Website Design and User Experience: The website design of Expedia is clean and user-friendly, making it easy to navigate and find the information you need. The search bar is prominently displayed, allowing users to quickly search for flights, hotels, and car rentals. The layout is intuitive, with clear categories and filters to refine your search results.

Booking Process and Ease of Use: The booking process on Expedia is straightforward and hassle-free. Once you have selected your travel options, the website guides you through the booking process step by step. The checkout process is seamless, and you can easily review and modify your booking details before finalizing your purchase.

Range of Travel Options: Expedia offers a wide range of travel options, including flights, hotels, car rentals, vacation packages, and activities. Whether you're looking for a budget-friendly option or a luxury getaway, Expedia has something for everyone. The website also provides detailed information about each option, helping you make an informed decision.

Pricing and Discounts: Expedia offers competitive pricing and frequently provides discounts and deals on various travel options. The website allows you to compare prices from different airlines and hotels, ensuring that you get the best value for your money. Additionally, Expedia's loyalty program offers exclusive discounts and benefits to its members.

Customer Service and Support: Expedia provides excellent customer service and support. Their customer service team is available 24/7 to assist you with any queries or issues you may have. The website also has a comprehensive FAQ section and a live chat feature, making it easy to get the help you need.

Loyalty Program and Rewards: Expedia's loyalty program, Expedia Rewards, allows members to earn points on their bookings, which can be redeemed for future travel. The program offers additional benefits, such as exclusive discounts, free upgrades, and access to VIP amenities. Joining the loyalty program is free and easy.

Mobile App Functionality: Expedia's mobile app is user-friendly and offers the same functionality as the website. You can easily search and book flights, hotels, and car rentals on the go. The app also provides real-time updates on your travel itinerary and allows you to manage your bookings conveniently.

Trustworthiness and Security: Expedia is a trusted and reputable travel website. They have been in the industry for many years and have established partnerships with major airlines and hotel chains. The website uses secure encryption technology to protect your personal and payment information, ensuring a safe and secure booking experience.

Travel Insurance Options: Expedia offers travel insurance options to provide peace of mind during your trip. You can easily add travel insurance to your booking during the checkout process. The website provides detailed information about the coverage and benefits of each insurance option, allowing you to choose the one that best suits your needs.

Cancellation and Refund Policies: Expedia's cancellation and refund policies vary depending on the travel option you have booked. The website provides clear information about the cancellation and refund policies for each booking, allowing you to make an informed decision. It is recommended to review the policies before making a booking.

Additional Services and Features: In addition to flights, hotels, and car rentals, Expedia offers various additional services and features. These include airport transfers, travel guides, and activities. The website also provides helpful travel tips and recommendations to enhance your travel experience.

Overall Rating and Recommendation: Expedia is a reliable and user-friendly travel website that offers a wide range of travel options at competitive prices. The website design and user experience are excellent, making it easy to find and book your desired travel options. The customer service and support are top-notch, ensuring a smooth and enjoyable booking experience. With its loyalty program and mobile app functionality, Expedia provides added benefits and convenience to its users. Overall, Expedia is highly recommended for all your travel needs.

How to file a complaint about Expedia?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button located at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Expedia. Make it specific and clear, such as "Incorrect Billing on Hotel Booking" or "Cancellation Policy Not Honored".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Expedia. Include key areas such as:

  • The nature of the service or product you used.
  • Specific details about any transactions, including dates, amounts, and confirmation numbers.
  • A clear description of the problem and how it has affected you.
  • Any communication you've had with Expedia's customer service, including their response or lack thereof.
  • Steps you have taken to resolve the issue and the outcomes.
  • The personal impact, such as inconvenience, financial loss, or stress.

Be as factual and chronological as possible to paint a clear picture of the events.

5. Attaching supporting documents: Attach any relevant documents or evidence that supports your complaint. This could include receipts, emails, screenshots, or confirmation numbers. Do not include sensitive personal information such as credit card numbers or passwords.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, describe what resolution you are seeking from Expedia, whether it's a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, keep an eye on your ComplaintsBoard.com account for any responses or updates. You may receive feedback from other users or from Expedia through the platform, so it's important to monitor the progress of your complaint.

Frequently asked questions (FAQ) about Expedia

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How can I contact Expedia, a leading online travel agency, for booking assistance or customer support?

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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Phone numbers

1866 310 5768 1800 469 1793 More phone numbers

Website

www.expedia.com

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