United States - 98004
I called expedia directly for a vacation package to two Hawaiian Islands. We were to spend 4 days on the Big Island from April 21 to 25, 2008 and Maui on April 25 to 29. Well needless to say, for some reason, the agent, Dennis, booked out inter-island flight for June 25, 2008.
I am currently on hold with an expedia agent, Eda, she said we can still get our inter-island flight for the 25th of April, but I will have to pay the change fee of $25 per person plus whatever the airline fee is for the flight (increase or difference), which is my only option.
They set up the package for me, but I have to pay for their screw up. She said for me to get credited or for them to clear the matter without any further cost will be a very very long process. Only a manager or higher level will be able to make the decision.
I am now on hold for over 61 minutes and counting for a manager. She never once got back on the phone. In the meantime, I'm still stuck without an inter-island flight while Eda finds a manager for me.
I booked a trip on-line with Expedia.ca. After going through each screen and entering our information, including my VISA number, the expedia web site went completely off my computer, (please note that MY computer was fine and that it was just the web site that went down). When I brought the website back up, the trip that we had booked was no longer available. We figured that being March Break that we had received the last 2 seats. When I still had not received any type of confirmation or E-ticket from Expedia I contacted Expedia.ca. When I told them that I was concerned at not having received confirmation of a trip that we had bought, I was asked for my "Expedia" e-mail address and after being on hold he came back and told me that no trip had been booked! I was very upset as we were supposed to be leaving on the Monday. He then asked me for any other "account" e-mail that it could possibly be under (maybe by mistake). I gave him my husbands e-mail as well. He came back again and said that there DEFINATELY was no trip booked. He asked if I had looked at the VISA to make sure that there was no charge. I confirmed with him that I had indeed checked and there was no charge at that time. When I asked how this could happen, he said that sometimes the "website" will do this (go down & not book a trip) when a trip is no longer available. After getting very upset, he asked if I would like to book another trip only through him instead of the website. I figured if Expedia's own agent is saying I haven't a trip booked, then I might as well book again. So, I booked another trip for exactly the same destination (different resort - as the original wasn't available), the exact same dates from the exact same airport and same flight times. It did however cost $200.00 more.
So after going on a lovely trip, we received our VISA bill...there it was, the original trip that I was told didn't exist and the trip we actually went on. I called Expedia immediately and the agent could not find any evidence that I had booked this trip that I was talking about. I told him that it was indeed on my VISA!!! After putting me on hold to confer with "somebody" he asked me to fax a letter with the details of what happened, a copy of my VISA, and the confirmation (E-ticket) of the trip that we actually took. I was given a Case#. I did as he asked on that same afternoon.
They never called. I had to call back again on the Visa due date.
After many agents someone finally called back She told me there was nothing more they could do for me and that I had to pay the amount. I was furious. I asked what it was that they had done for me already. I told her this was unacceptable. She said that she listened to the taped conversation between myself and the agent and that there was nothing mentioned about the original trip. I told her that it was lie and requested to speak with a manager or get their number and was refused. I also asked for a transcript of my conversation with that agent and was refused! (Very fishy) She told me she also talked with Sunquest and that they had us down as a no show. I told her that was obvious that we were a no show as we were told there was “NO TRIP BOOKED”. I was told to call Sunquest. I am STILL in limbo with this case and will NEVER BOOK ON LINE WITH THESE PEOPLE AGAIN.
This is the worst travel my wife & I had. I called Expedia and logged a complaint regarding my flight from Mexico City to Cancun where we were denied boarding the Mexicana flight. I bought the ticket with Expedia.ca and we started the flight with United Airlines with connecting flight with Mexicana to our final destination. United Airlines did not give us all the boarding passes we need. Our Friday night connecting flight were moved to Monday morning. We were stucked in Mexico City. Mexicana is pushing back the problem to UA saying they should give you the boarding pass, we are only carrier of them. UA claimed that we should check-in with Mexicana. My luggage arrive with Mexicana flight on time at our final destination. We were left behind, one flight away.
Expedia should have take care of my complaints. They simply gave me the Airline phone number and let me logged my own complaint. WORST customer service! We are expecting more than that as our Airline agent.
On Feb 22nd I booked a 2 day stay at a local travel lodge through Expedia over the phone. I was taking my dog with me and wanted a speedy result. The booking agent was very helpful and nice and gave me quick accommodations at a cost of () per day. I went to the hotel and checked in. When I got to my room, it was horrible. I t had cockroaches, tv didnt work, had no towels, toilet paper or even water cups. Now their website says in room coffee, but when I called teh front desk was told no coffee forget it. I informed the manager that night I would be checking out 1st thing the next morning and NOT to charge me for the 2nd day since it was deplorable there, and he said fine. I called Expedia and talked to them and was told if I checked out before 11 am in the morning I would only be charged for 1 day. I checked my statement online and found I was charged for both days. When I called Expedia, the girl (anne) said she called the hotel and they were charging me for both days anyway so she wouldn't refund. She did however, offer me an 80 dollar certificate to stay at the SAME COCKROACH HOTEL! She said I didnt have a recourse, they had my cc info and could charge what they wanted! She also refused to get me a manager to speak with. I ended up calling the bank and filing a dispute about the charge and was told they get disputes from Expedia all the time because they pull this stuff alot! Dont EVER use Expedia EVER!
In 2/08, I booked a trip to Arizona, stayed at a hotel for 7 days. I was promised the lowest and best rate available with no refund. I was billed for $105.00 per night and hotel was not very nice, but I didn't really care about that. I checked with the desk clerk to see if my room was prepaid and was told it was for $634.00 and I would not owe anything on checkout. That comes to $89.00 per night. I was told they don't have rooms for $105 a night and the $89 is the regular rate, even during Super Bowl week.
I emailed Expedia about this, return email told me the hotel was not authorized to tell me rooms were $89 and they would not refund the difference. The $89 rate was for the general public and not for me, I think I am part of the general public.
Expedia's answer didn't make any sense and I hope there is a lawyer somewhere who is exploring a possible civil suit against the company.
We booked a one week vacation through expedia.ca at The Beach House Barbuda in November for travel on February 14,2008. While browsing a travel forum yesterday, I discovered that the Beach House has been closed since September. I contacted expedia customer relations and spoke to a rep. The rep called the hotel while I was on hold and then came back to me and said there was no answer and that he would give me the number to call. I pointed out that I shouldn't incur the long distance charges and that it was Expedia's responsibility. I repeatedly asked to speak to a supervisor and was refused. I arranged for the rep to call me back and let me know. A few hours later he reported that the resort was closed and they would refund the money. I asked whether I would have been notified ahead of time and got no response. Given that we had also booked a helicopter to get there and had non refundable airline tickets to Antigua, this has been a nightmare. As of today, you can still purchase a package to the Beach House through expedia.
I bought an air ticket a week ago for Montreal to Geneva via Expedia.ca. Departure 4 February and return the 15 of June 2008 with Swiss. Unhappily I have to come back earlier for professional reason and I needed to change my return date.
Till to day, I did not have any confirmation of this flight: " Your ticket purchase has not been confirmed by the airline. Please check back in 24 hours for ticket confirmation information." but they get my money as I had to pay more than $1000 for this flight.
I called to Expedia and they told me that it is impossible to change the return date and I have to contact Swiss to do so. Then I called Swiss and they said they can't do anything and only Expedia can do it. Then I called Expedia again and they confirm it is impossible for them to change the return as they have to follow the Swiss rules about that. Then I called Swiss again and spoke with a manager that she told me Expedia should do the job and she put a note on my file via their computer and I just have to call back Expedia. So I called back Expedia and still the same story, it is the worst customer services I never seen in my life. Those people take the money very quickly but after that you are dead meat. My travel is not in a high season period. It cost nothing to change a return date. Anyway, I called back to Swiss to understand what is happening and they told me that they have signed an agreement with Expedia and they can not go against it. Only Expedia can change something.
So At Expedia people are lying to customers and they just try to find the best way to steal customers and make them lost a lot of time calling around and I am sure you know what I mean. On an other way, Swiss do not have any more power as they are subject to Expedia, so Expedia is the new boss of Swiss if you did not know.
When I read on the net that Expedia is so great, I think instead there are a lot of people disappointed about the methods used by them, and those people do not have always the courage to speak loud! When I was younger, I was professional helicopter pilot so I know a lot about what you can do and what you can't do. At that time, traveling by air was always a nice experience. To day it is the place for dumb... I am a frequent traveler too, last time with Swiss, last time with Expedia but it is not the end of the story.
Everything can happen in life to anybody in any company. The only rule that must be applied till the end, is CUSTOMER SERVICE. They know absolutely nothing about it! There is plenty other method to buy air ticket, do not use Expedia. Sorry for bad English, it's not my mother tong.
Here is a copy of the letter I wrote to customer relations;
I can not believe the horrible service I have received from expedia. Ca customer service!! I am absolutely appalled! Not only does expedia needmore phone agents but it is about time they better train the staff!
I waited on hold for 2 hours on friday november 16 2007 after receiving an urgent email regarding a flight cancellation. I was told the system had crashed and a debra promise me that someone would call me back on saturday nov 17 2007 between 9am pst-12pm pst - I waited and no call-backs!! On
Sunday nov 18 2007 I called again and spoke to a male rep who told me that he couldn't help me and I would need to be transferred again - when I asked about the wait time - he told me he didn't know!! I also told him I was to get a call back on saturday and no one called - he said that is not expedia
Policy - they do no make outbound calls - I was extremely frustrated - I asked for his name he refused and then I asked for his supervisor's name - he had the nerve to tell me for privacy issues he couldn't tell me!!! Ok - I have called many call centres and I have never heard of any such
Nonsense!! Again after waiting 2 hours I finally spoke to a cordell. She told she couldn't help me either since frontier
Airlines was closed and she could call me back on tuesday nov 20 2007 - I told her I don't have time to wait for calls anymore - I was just told by the previous rep no outgoing calls were made & I have to believe him since no one called me on saturday - she said she would issue a full refund - I said ok - I also told her I wanted my expedia booking fee back and she said no! I told her it was not in my control that the airlines cancelled - she
Said the booking fee in non-refundable - I said if I went on the trip or re-booked - I would have to pay however I am not the one who is cancelling the flight - frontier airlines did - collect the money from them not from me - she said no! I am taking this to media and bbb in ontario... I am also going to blog this entire complaint on my site and facebook for everyone to
Know what a rip off expedia is!!! I have been a long time customer of expedia - a very loyal customer and I can't believe expedia values $27 more than a customer - what a shame!
I made reservations to go to New York and thought I had a great deal. I was wrong!!! I chose to stay at a hotel in NJ, right outside of NY because Expedia said that it was only 8 miles from NY. They lied. It was about 14 miles. That's not the worse part.
I made the reservations on 11/12 and charged it to my bank card. Some one came in the next morning and recharged my card which meant I got hit with a double charge. When I contacted Expedia about this they claimed they didn't know anything about it until multiple phone calls later along with complete anger, that they finally got that part straight. While in the process of getting that straight previous charges came in and hit on my account and I was charged 5 overdraft fees. When Expedia and I contacted the bank to verify if the funds were available, Expedia didn't want to return the overdraft fees and told me I had to share in the responsibility of the charges. Are they crazy. The bank was nice enough to return 3 and Expedia doesn't want to return the addl. $68. They thought that they were doing something by giving me a $100 as a courtesy for my inconvenience but still doesn't want to pay my two overdraft fees. It was made clear that one had nothing to do with the other. I cancelled my reservations for the two nights and they only refunded my back for one night. What is wrong with these people?
Be aware of expedia's nonrefeundalbe policy I spent countless hours w/ an expedia custormer rep,when i...
We tried to cancel our trip to San Diego , CA for Dec 27-31, 2007 due to unexpected personal reasons. Here is our nightmare experience: We called expedia.ca Customer service on November 12, 2007 to cancel our trip. We were put on hold to listen to music for 2-3 hours. We called at least 3 times that day, but each time we got the same problem: waited to listen to music when they transfered us to their flight department to cancel our flight. We gave up! We called them again on November 13, November 14, November 15... Same thing happened. We were put on hold & listening music when transfered to flight department.
The worst happened on November 15. It seemed There is nobody working @ your flight department After your support representative transfered our call to flight department and we were put on hold and listening the music through the night for 8 hours from 22:30 pm November 14 to 6:30 am in the morning of November 15 and we fed up to hang up the phone because we had to go to work!
We have continued to call their customer support rep @ [protected] and continued to be put on hold and continued to listen to music "hours to hours" since Nov 15 until November 16 , I got hold of a manager. We request her to cancel our trip and get our refund. She promised to send our request to her head Office to check. We continued to call the manager November 19, 20 but no news... of decision!!!
We wonder the people working @ customer service expedia.ca are playing the game with their customers! We wonder the fight cancellation department is a"phantom" or "Ghost" department??? try to fool their customers?? As of today November 22, We have not been able to cancel our airline flight and get a full refund or full credit for use on future flight
This is a nightmare experience we want to share with all of you. Please do not use expedia.ca to book your travel vacation.
I was looking for flights on expedia in oct/07 and couldn't book due to a "technical error" when confirming the flight at ~$200. I phoned expedia and they tried to book over the phone without success and told me to try later.. Later the price increased to $630 and i did not attempt to book.
A week later i get a call from continental to tell me i need to check into nwa at the airport. I again did not book anything, phoned expedia and they said nothing is booked and my credit card won't be charged.. 2 days before the flight my credit card gets charged $630. I phone continental and they say it was booked through expedia, i phone expedia and they say it shows up as "not booked". I phone my credit card company and they say there is nothing they can do.
After several late phone calls and waiting hours on hold i get a csr in expedia that i convince to call continental to see my credit card is charged... They do and offer me credit for future flying, but then look into it more and offer me a refund of $620 in 7-10 business days to my credit card...
It has been 15 business days and no credit back... Soon i will be charged interest...
Don't use expedia website! It may charge your card for no reason whatsoever on itineraries you saved and did not book!
I received an urgent e-mail from Expedia that an airline had cancelled 2 of my flights and I should call immediately to discuss alternatives. The first time I called I was put on hold for 1.5 hrs. I decided to call back in the middle of the night. Surely it couldn't be as busy then. This time I sat on hold for 3 hrs. befor finally giving up! There is not even a recorded message occasionally to let you know they haven't just gone home and forgotten you, and the worst part is the elevator music that just keeps repeating over and over hour after hour like some cruel form of torture! I will have to see if I have better luck calling the airline itself. I will never use Expedia again and will pass the message on to everyone I know!
Originally I chose Expediant because they were nicer on the phone and gave me a lower initial estimate than...
I booked a flight and everything was confirmed then I get an email to call [protected], I did this yesterday, waited on hold for an hr then had to leave. Today have been on hold for OVER 2 AND 1/2 hrs.
It is crazy ,my neck is sore and that music is enough to drive a person crazy. When you ask that I call re a flight change have some why do I need to wait for hrs. Waiting is one thing but over up to 3 hrs is not right.
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!
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!
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.
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!
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