Expedia
reviews and complaints

I made a reservation for my mom 76 year-old Spanish woman, for a round trip from Bogotá, Colombia to Calgary, Canada. For the return, there was a change in the air Canada flight that would depart from Calgary to Houston departing 5:25 pm and arriving to Houston at 10:16 pm and there was a flight connection with United airlines departing 11:54 pm and arriving to Bogotá at 4:54 am next day. It seems Air Canada changed the fight. You sent an email that I had urgently to contact you. I did. You gave options that I didn't like because my mom is and old person and she can't stay overnight in a foreign airport on her own. She needs wheel chair assistance and only speaks Spanish. So I said no to those options. The agent said she will call me back but she never did. Now, the change Air Canada made was a flight departing 7 pm sept 13 and arriving to Houston at 12:11 pm. But there was no change in united flight which departure was 11:50 pm! Of course my mom missed the flight. I paid Expedia for an intinerary and it was changed and set for fail! Expedia didn't do anything. My mom got stuck in Houston, alone and now I tried to call Expedia. 3 hours back and forth trasfered call to united and then air Canada and then back to Expedia! E hours. Nobody wanted to take responsibility. Expedia wanted to charge extra for putting my mom in other flight to Bogotá, because conveniently, she appeared as if she had not showed up for the flight to Bogotá! How could she have showed up in 2 diferent places at the same time? She is old, scared and getting sick. This is abuse to elderly people. How do you think she has to pay for hotel and another flight because she was set to fail and it was Expedia's fault? This is abuse and people needs to know about this.

Me and my friends booked a return transfer from Washington dulles to Hilton hotel and back and few days later. On arrival to airport we called them and they said they would send someone to get us. We went and waited at the door we agreed with them. They did not turn up. Called them again they said they sent someone and we werent there. Asked them to send it again they agreed and hung up on me. We waited again and no one came. Called them back multiple times after this and it just went to answer phone. Had already paid for service and didn't get it. Want to cancel return from hotel to airport with them but they will not answer.

The expedia agents misled me to cost more on airline booking on Sept 4, 2018.
On August 27, 2017, I canceled my Westjet flight from London to Toronto and got a flight credit voucher as below:

CANCELED FLIGHT CREDIT VOUCHER
Important:
Please retain a copy of this email, as it serves as your flight credit voucher.
Dear Hong Yu Niu,

Per your request, we canceled your flight reservation.
You have a credit voucher with WestJet for $750.60.

To use your credit voucher for a new Expedia travel itinerary, please do the following:

1. Search for alternative flights at Expedia.com/flights, with the following in mind:
a. At least one leg of your flight must be on WestJet.
b. Your airline credit expires 01-October-2018. To redeem your credit, you must book your travel by calling Expedia by 01-October-2018.
c. Credits are issued for each traveler and are non-transferable.
2. Call 1-800-237-1078 to book your new itinerary. Please provide the itinerary number [protected]) and airline confirmation code (GKOBLX) to the representative.

*A note about airline rebooking fees:

The airline collects a rebooking fee when you redeem your credit voucher. This fee varies, typically ranging between $100 and $300 per person. Many airlines will not allow a credit to be applied towards the rebooking fee.

Your total rebooking fee applicable to this itinerary is $80.12.

If you have any questions about this credit voucher, or you are ready to book a new itinerary, please call 1-800-237-1078 to speak to an Expedia Customer Service representative.
Canceled Trip Details
Thursday, August 31, 2017
WestJet Flight 4
London - LGW 1:15 PM
Toronto, ON - YYZ 4:25 PM
Expedia Itinerary No.: [protected]
Airline confirmation code: GKOBLX
Traveler Information:
Hong Yu Niu
Ren Xiang Gao

On Sept. 4, 2018, I would like to use this credit to book a flight from Toronto to Paris. I double-confirmed with an expedia agent that I can redeem the credit to book a Westjet flight . So I booked the flight from YYZ to CDG under the iItinerary #
[protected] in order to take the flight credit, even though I can buy another better and cheaper flight. After I finished the reservation, the agent said he would transfer me to the refund process, but I waited on phone more than 45 minutes and nothing happened. I kept calling until a supervisor agreed to refund me USD$259.30 taking away USD$116 rebooking fee since my son had taken his credit and my total credit was USD$375.30. He sent me an email for confirmation as below:

CustomerServiceTier2.[protected]@expedia.com
Tue, Sep 4, 3:34 AM (8 days ago)
to me

Dear Hongyu,

This email will serve as confirmation that we will process a refund for your west jet ticket under itinerary [protected], the total refund is 259.30USD. The refund will be forwarded to the original form of payment and it will reflect with in 7 days but the timing is based on how fast your bank to process.

Thank you for choosing Expedia!
Customer service support.

After reading the email, you may confused the itinerary [protected]. Me too. I questioned him about this, it should be [protected]. But he said it doesn't matter with whatever intention.

Until now I did not receive this refund. Today I called Expedia, an agent told me that I could not get USD$ 259.0 refund.

I feel frustrated and angry now because expedia agents are not professional and unintentionally or intentionally deceived causing extra money cost. At first, I didn't benefit from the flight credit (USD$375.30). Second, I can book a cheaper and direct flight with another airline.

I hope the issue could be fairly addressed.

I have a flight from delhi to Toronto tomorrow i called on 6 august and asked customer service representatives about last name because i filled n.a because i have no last name and that time he said its not a problem because it means not applicable but when i called today they said you will not go with this name so now you have to book other flight and pay mote 780 more because your flight is tomorrow . I said why you people did not tell me before when i called he said may be that customer service representative made mistakes . Please help me what can i do next?

We planned and booked our holiday in February 2018 through Expedia including car hire and hotels from Calgary, Canada. On arriving at Heathrow the car hire company did not have a depot and said to use Europcar. We had paid the Cad$209. 86 collision damage waiver up front as required and been quoted Cad$695.00 for our car rental by the company. We took the bus to Europcar. The collision damage waiver was not recognized by Europcar and neither was the car rate. The insurance was £777.00 (Cad$1300.00). The total car hire bill was Cad$2800.00. This totally blew our holiday budget out the window and we had to cancel our hotel reservation and sleep on sofas as we hadn't budgeted for this. This is total misrepresentation and a rip off. We are trying to get back our 209.86 but would ask why a car hire company are even advertising services when they obviously dont even have such services available. Do Expedia even check potential vendors?

ok - last week i tried to book an online flight but could not complete the booking without purchasing the flight protection insurance that i did not want - this, after many expensive phone calls and a lovely lady called Anne (who called me back to save me money) resolved the issue and refunded the insurance money.
Today with the same card i have the same problem when booking four flights. You want the insurance purchased and i dont want it. Again you have cost me a fortune in phone calls and sadly this time i got a newbie customer services who said she would not/could not call me back. It costs me £1.50 per minute to call you. So with the same card i cannot pruchase my flights unless i check the box for flight protection - thats fraudulent ...But the worst part is trying to get anyone to talk toyou . Twitter facebook - i gave you a second chance after last week and you have dragged me through this stressful malaise...

Hello,
I recently booked a RT flight to Jacksonville, NC from Knoxville through expedia. I was glad to find a flight for 206.00 with Delta.

What Expedia failed to provide with ANY clarity was the pertinent information that 1. I could not choose my seat until check-in and 2. that there would be a 25.00 baggage fee on the flight out and the return flight. Making it a total of 50.00 extra.

Because of this arrangement I was placed in window seats all 4 flights, and since I am a very tall person, had lower back pain for 2-3 days afterwards. ALSO, on my flight from OAJ to ATL I was placed beside a very intoxicated man who was talking inappropriately and extremely loud the entire hr and a half. These are very small planes with even tighter quarters. So I ended up getting off the plane smelling like a night in a club.

I am respectfully asking for a 50.00 service recovery fee for the lack of clarity about hidden and extra fees, and being unable to select a more suitable seat. For these reasons it has really put a damper on using Expedia again for my travel needs.

Thank you,
Maryanne Wazny (trip confirmation # HBWIZU

Hi,

I booked a car rental with Expedia. On my arrival at Mallorca Airport, I traveled to Expedia's OKRentACar partner to pick up my car hire vehicle.

I was unaware of a rule that did not allow customers to hire cars with less than 1 year's experience on their valid UK licence. I made a request for a refund to Expedia who refused my refund even though I was not allowed to use it.

Eventually I had to hire with another company and forked out £600.

KInd Regards,
Abel

I reserved a room in Murdo, SD through Expedia with a cancellation deadline of 4pm of the day of arrival. Approximately two weeks before that day I cancelled the room through Expedia and have confirmation of that cancellation. To date, Sept.5, 2018, the charge for that nights room is on my credit card bill and I cannot get Expedia to take care of the matter. The motel says it's up to Expedia to call them to cancel and Expedia says it's up to the motel chain--Super 8.
I would never use Expedia again for any reason whatsoever. I have filed a complaint with my credit card company but have not heard back from them yet.

I am disgusted with the customer service from the office at bangalore and delhi. Agents are constantly saying different things and constantly making eachother seem as if they are lying. I got through finally to the corporate office after they had told me from india it would not be possible. I have never dealt with such a disappointing group of customer service representatives and from both their offices is highly concerning. I am severely dissatisfied with the customer service offices in india, seriously need to have it in australia or USA or even in a respectful country because they were all talking over the top of me, all eight reps and two of the three supervisors i spoke with. Disgrace, i will make sure no one in my family or community recommends or uses your company because of the disgusting customer service and i will be more than happy to sound it over the media.

My name is Madison Woodworth and I booked a flight with Holly Wilson MT231 28/09/2018 but unable to use this flight as all communication with this person has ended on holiday in Turkey. Holly is lead passenger, so in sheer panic I booked another flight for 6th September. However this has left me without money, so a person offered to use my flight booked for 28th and to help me with money.
However solution from Expedia after a week of phone calls snails etc was to refund Holly and book a new flight for new passenger.
If I'm not speaking with Holly how do I get this money back and have lost all chance of this new person talking my original flight
I understand this may be general company policy, but these are exceptional curcumstsnce and I feel Expedia have done little to help in this very difficult situation
I'm left in Turkey no friends no money and found Expedia treatment has made this matter more stressful
Since I had a week of phone calls which have cost money I don't really have
[protected] Itinerary
Case ID : [REQ:S-[protected]]

Hi, I booked my flights to from Melbourne to Hobart - for one I was in the US version not the Australian version which was upsetting, as I didn't realise this till the end of my booking so I paid double of the amount for my flights. So I thought my flights cost me a total of $400, however was changed $600 AU!

When booking our flights, it wasn't in 24hr time, which meant I booked an 8:45pm flight not a am flight.

With the stress over this I called Expedia and they were quickly to admit this wasn't their fault and I would have to go to directly to Jetstar, which frustrated me more.

Jetstar was going to charge me an extra $300 AU to change my flight to an earlier time - which is ridiculous! I was so upset over it I ended paying an extra $210 AU as Jetstar was considerate that it was a human mistake, however was very clear the Expedia are not the best site to go through an many of their customers have had the same issue and I should go through the airline website directly.

In relation to my experience with Expedia it was not helpful in terms of their website and customer service. I would like to have compensation of the $300 AU, due to the stress and unsatisfactory call I had with your team - the upsetting part was no one wanted to help me and no one wanted to take accountability.

Kind regards
Amanda

RE: CONFIRMATION NBWRNQ / SECURITY COMPLAINT

My name is Derrick Aldinger, I booked a roundtrip vacation to attend a family members wedding from Phoenix AZ to Myrtle Beach SC. The trip included airfare, hotel and a rental car. The total paid was $1, 488.18

I was concerned that a 3rd party was going to try and cancel my trip without my permission. The 3rd party would know my email ([protected]@gmail.com) and cell number [protected]) which would have allowed the 3rd party to confirm my account and make changes to my trip. On 8/24/18 at 6:10pm PST I called customer service and explained my concern asking for advice as to how to prevent this from happening. The representative suggested that I create a new email address and change the phone number on my account to prevent a 3rd party from verifying my account (thus preventing them from making any changes). The representative sat on the phone with me as I created and provided him with a new email and phone number. I was assured that this would protect me and did receive email confirmation from Expedia that the email had been changed (see attached)

About an hour later the 3rd party did call Expedia and without being asked to verify the new phone number or email address ([protected]@gmail.com / [protected]) was able to cancel my entire trip with the representative that she spoke to. This representative also provided that 3rd party with my new email that I had just changed on my account; I received an email from the 3rd party on the newly made email just after (see attached screenshot). The 3rd party also sent me a text message while on the phone with Expedia customer service telling me that she was going to cancel my trip; I felt protected and didn't think much of it. Moments later I got an email from Expedia showing that my rental car indeed had been canceled (see screenshot) and this email was sent to my old email: [protected]@gmail.com. I immediately called customer service for a 2nd time at 7:20pm PST on the same day.

I did not authorize this cancellation and want my entire trip reinstated. In this case a refund and new booking would not solve my problem even if it were price matched because I no longer have access to the card and payment method used to book this trip; it would be a loss for me. Expedia violated my privacy in making these changes with an unverified and unauthorized 3rd party.

On 8/27/18 I called and spoke to customer service just to find out the status of the fraud investigation and was informed by the representative that "after corporate review there was no fraud and the trip would not be re-instated".

If someone were to pull the calls made to Expedia on 8/24/18 starting with my initial call to where I updated the account information and the call from the 3rd party it would be clear to see that a mistake was made in canceling this trip. The 3rd party called in from her cell phone [protected]) and was not asked to verify the email address or phone number on the account. I had a conversation with the 3rd party today (see screenshot) via text, she was not asked to verify any of the required security information (booking number, email address or phone number) prior to being allowed to make changes to the account. Furthermore the customer service representive shared my personal information (email address) with the 3rd party on this call.

This trip should not have been canceled and I would like Expedia to stand behind their mistake and fix the problem.

Attachments: A - Email confirming change of email, B - Text messages from 3rd party (notice phone number), C - Email from 3rd party to new email that was just created, D - Email to old email (after email change confirmation email) showing cancelation (to old email) E - My identification.

. B. C. D.

E.

You may contact me via telephone [protected], email: [protected]@gmail.com / [protected]@gmail.com or via mail: 5306 W Jessica Ln. Laveen, AZ 85339

Looking forward to your response,

I want to file a complaint against Expedia. I booked a round trip from Detroit, MI (DTW) to Cairo, Egypt (CAI) and I was supposed to fly back to Detroit today Aug 27th, but I faced a big issue when I arrived at the airport. When I reached the counter to check in, the agent informed me that I am not allowed to have a transit in Canada as an Egyptian citizen and that I am not eligible for an e-Visa. When I explained to him that neither did the airline nor Expedia inform me and I have NOT gotten any error message or been notified at all. He told me that I would have to talk to expedia customer service. I had to make an international call that lasted for 2 hours, but the agent was not being helpful! I asked her to change the route of my flight so that I do not have a transit in Canada or if she could reserve the next available flight. She put me on hold for so long and as the time was passing I was trying to get the issue resolved with the airline office at the airport and trying to explain to them that it was not my fault not being notified about this and that I should get a compensation. The agent hung up! and I had to call back to speak with another agent who told me, after checking, that I would only get a refund for the amount of taxes ($234), which is totally UNFAIR. I ended up in a situation where I had to leave the airport, book a new expensive ticket from another agency for $1, 619 on September 3rd (7days later), which has messed up my whole work and study schedule!, missed my flight, and not getting any compensation or a refund! The first day of classes is September 4th and I should arrive the night before, which is definitely inconvenient for an international student! I am filing this complaint and I am requesting a full refund or at least 50% of the ticket value for the inconvenience, poor customer service, and not flying on time!
Below are the flight info and attached is the printed ticket from Expedia website.
Name: Mohamed Tarek Abdelhakam Hamed Elaswad
Passport: Egypt
Ticket# [protected]
itinerary# [protected]
airline: Turkish Airlines

The airline company cancelled the flight and Expedia didn't told us on time so now our family is stucked in Turkey and Expedia is not helping us with other flight.
Unaceptable
They offer us £173 with is nothing for 6 people!
How can they make this? How unprofessional company which if something happen they don't care. But they care taking the money of the booking.

I attempted to book a hotel room through the Expedia website. The site showed one price but when it came time to enter my credit card information, the price jumped up. I refreshed the website a few times just to make sure and then called Expedia. I asked them to honor the price that was on their website. Thats all I wanted. After spending SEVERAL minutes being put on hold by the FIRST person I talked to, I was "offered" a lower star, more expensive hotel. I said that I would not accept that and expected them to honor their web price. I was put on hold a few more times while they "tried to come up with a solution". After getting the same "offers" over and over again, I asked for a manager. I was told that the manager would say the same thing to me and, after asking several times to speak to a manager, I was still givwn the same "let me see if I can find another room for you" crap. I hung up and called back.

The SECOND person I talked to seemed to want to help but I continued to get the same responses and continued to be put on hold. Again I asked for a manager and again I was not transferred to one. I hung up and called a third time.

At this point, I was more than pissed because I had spent over an hour on the phone and had gotten nowhere. I decided that not only did I want the website price to be honored but, after all of this crap, deserved a credit with Expedia.

When I called the THIRD time, I cut straight to the chase with my complaints and asked for a manager from the beginning. The person I talked to this time was more apologetic and, after "having to get more information" by asking me the same questions, put me on hold to talk to his supervisor.

When the FOURTH person got on the phone, I asked if she was the manager and she said that she was not the manager but a supervisor and that she would transfer me if she couldnt help me. Same crap. I asked her to transfer me and she put me on hold for several minutes again. SHE, NOT A MANAGER, came back to say that the manager said that, if I used my points ($39 worth)- which I had planned to do in the very beginning when I first tried to book, that they would pay the difference (was only $9-12 after taxes that they would be paying). I again said that I wanted a credit and she again put me on hold, coming back minutes later saying that her manager said he would give me $25 credit. I said that was unnacceptable and I wanted to talk to him.

Again I was put on hold for several minutes- making this OVER 2 HOURS that I had been on the phone with them- and the manager finally got on the phone. He was nasty and said "I think we can agree that we both see the same thing", still quoting a price other that what I was seeing. I said that I did not agree to seeing what he saw and he basically accused me of lying when he responded "Mhmm". I told him that after all of this time and inconvenience when all I wanted 2 hrs and 4 people ago was a price honor, that I SHOULD be getting a free room or something but that all I was asking for at this point was the price to be honored and a $50 credit. He responded that he would not be giving me anything free and that they do not compensate for time spent dealing with them and are not obligated to do anything for people who have not yet booked the room or put in their payment information and that he was making an exception for me by payong the difference AFTER I used my points.

I finally said never mind and that, even though he wouldnt give a crap because it wouldnt affect him, I was done with Expedia and hung up.

I have been a faithful Expedia customer for years and havent had problems before. I hate confrontation and this is only the 3rd time in my ENTIRE life that I have made any kind of complaint- the other 2 were at restaurants, where I even apologized for complaining. This is NOT me and I dont like the fact that I was forced to do this over something as petty as $40-50. In the end it was about the principle and the inconvenience.

I am really hoping that someone from Expedia will be calling with a sincere apology and an incentive to bring me back as a customer!

I called to discuss my options but struggled with the Agent and the language barrier. He cancelled our flights at a cost of £3, 14.38 without a refund. I was then told in a further phone call that it was company policy.
I feel aggrieved and at my wits end. Who in their right mind would cancel flights without a refund? We have worked hard for this holiday so I now have 3 very upset children as well as my daughter and her partner who are also very upset.
A simple solution would be for Expedia to reinstate our flights but they've did due to their policies it's out of their control?

I am writing this post to express my disappointment with #Expedia.
I reserved a villa in #RoyalChalet in Elgouna, Egypt through their website before arriving in Egypt. When I called the hotel on the day of our arriving, we were told that this hotel had canceled the contract with #Expedia and we don't have a reservation! Expedia staff did not handle that in a professional manner, they were not able to get me a similar reservation after spending 2-3 hours online (I spend a fortune on international phone calls that kept discounting) and on top of that, they asked me to pay more money to cover for the difference in prices!? I trusted #expedia but they failed big time.
I also think the #RoryalChalet in #Elgouna carries some responsibility, they should follow up with Expedia to make sure that they don't post any vacancies on their website.

Either way, I was the "victim" and had to search for 3 hours for a place to spend the Eid with my family, as all the options given to me by Expedia were not acceptable (low rating and not a good location)
My husband and I managed to get to #MarriotHurghada, it is one of ower personal favorite places. Happy Eid

I was staying at the Holiday Inn Express in New Haven Indiana, arriving on Friday 8/17/18 and planning on checking out on Sunday, 8/19/18. A work emergency arose on Friday evening that was likely to necessitate my return home on Saturday. I checked with the desk clerk on Friday evening and he advised that there would be no problem cancelling my room for Saturday night, and that I would not be charged. I did end up having to leave on Saturday. When checking out, a different clerk advised that I would still be charges for the room on Saturday due to the reservation being made through Expedia. I am being charges for a room I did not use due to an emergency circumstance. It cost me over $115.00

This is simply not right; I respectfully request that the charge for my room for Saturday 8/18/18 be refunded to my credit card. Please feel free to call me ith any additional questions at [protected].

Thank you,

Matthew Fruchey

I just spent a full hour on the phone trying to use a flight credit voucher with you. First, I am told the flight must fully be with JetBlue eventhough the voucher clearly states only one leg of the flight must be with JetBlue. I asked for your legal dept but told Expedia does not have a legal dept. When we finally agree that I only want to book a 1 way flight with the voucher, I'm then told I must speak with another rep: Jenny. Jenny puts me on hold multiple times to then tell me the flight that is on Expedia for a total of $103 will cost me 156.20 for no explanation. Jenny then says I will pay 100 for the rebooking (that's on the voucher) BUT, I have to actually pay that on a credit card and get another credit for $123.76 that I would have to go through all of this with Expedia AGAIN in the future. Really? my entire R/T flight will cost me $119 so basically, I have just lost this money. To make matters worse, when I told Jenny I was not interested and would just file my complaint, she called me back and basically argued with me to try and get me to confirm my account with her. I asked to speak with her supervisor. Jenny states she is the supervisor and there is no one else to speak with? When I kept repeating that I did not wish to speak with her but someone above her, Jenny states she's ending the call (after an hour of my time) since I will not give her my telephone number (the one she called me back on when she dropped the call!). The absolute worst customer service and experience. I definitely will need to re-evaluate booking anything through Expedia with this type of poor service and non service. Totally unacceptable. What will actually be done about this? Anything? That is really the question. I'm guessing I have to just accept that I have lost the full 279.96 to your awful service. I did not need to hear Jenny tell me her entire process of entering new data, etc. However, when I told her that, she proceeded to say she didn't know why the "level 1 agent" stayed on the phone so long? Awful customer service from start to finish!