Expedia
reviews and complaints

10/7/20203

9:30pm - using a virtual assistant I was attempting to see the change and cancellation options for my reservation. I clicked a button that said 'Cancellation Options' the next prompt I received said 'Flights only, hotel only, both'

I selected 'hotel only' The next message I saw was reservation cancelled. In between the prompts I had selected was new information not previously visible, stating that the reservation was non-refundable would I like to proceed in cancelling. I then asked to be connected to an agent as I had no intention of cancelling the reservation. They informed me I needed to contact the hotel directly and provided a phone number.

9:40pm - called the hotel directly spoke with Joanna in reception she informed me that the reservation was in her system and no cancelation request had been received. I followed up with an email directly to the hotel to have this report in writing.

10:48pm - received a response from the hotel stating the reservation had been cancelled by the third party Expedia

11/7/23

7:30am - located a contact number for Expedia and spoke with a staff member for approximately 40minutes, they informed me that they would contact the hotel directly to see if they could reinstate the booking and indicated the price may differ, I would receive an email or call by the end of the day.

5pm - contacted the hotel to see if they received the request, they asked for some time to look through their emails.

9pm - received and email from the hotel stating they had not received any correspondence from Expedia.

Called Expedia to find out why they had not contacted the hotel. The customer service operator was at a lose as to why they had not contacted the hotel. I was transfer to a supervisor, who called the hotel while I was on the line.

She then informed me that it was too late to rectify the situation as the cancellation was processed yesterday. I informed her that I spoke with an agent immediately asking for the cancelation not to be processed, spoke with the hotel immediately asking for the cancelation not to be processed and spoke with one of their team members earlier that day.

She insisted that as soon as the website received the cancelation request, the booking was cancelled, which is untrue as I spoke to the Hotel immediately and it had not been.

To summarise my complaint I believe that the Virtual Assistant glitched not providing me with the correct information, I do not believe I provided consent, I believe that the first Customer Service assistant provided me with incorrect information and failed to contact the Hotel on my behalf. \

As a result of the actions of the Expedia team and website it was deemed to late to resolve and I was left with no accommodation and out of pocket $1980.

I bought a United Airlines economy class ticket from Expedia (second option after the non-refundable basic economy). I made sure to pay extra for it, and the Expedia site confirmed I was purchasing a ticket with NO FEES for chaging the ticket.

One month later, when modifying the ticket I get a message on Expedia saying the airline may charge $99 for changing it. So I check the United Airlines website and states they no longer charge fees for changes if the ticket is Economy or above. My ticket IS economy.

Nonetheless, I still get charged $99 when I proceed.

I contact customer service and the person from the overseas chat center states it's United Airlines' policy to charge $99. Moreover, I purchased the lowest type of non-refundable ticket, which I did NOT.

I mention that United has no longer change fees, and I did NOT purchase a non-refundable ticket.

I ask him to send me the link where he sees the $99 listed in the United website. He sends me a typed message that looks made up or from somwhere else.

I insist that he sends me an official website link. Then the agent tells me to look it up myself, and keeps insisting he cannot help and is sorry. This conversation plays over and over again until I give up because there's no point in talking to a wall.

On June 12th I made a reservation at the Double Tree Suites by Hilton Nashville Airport. I received a confirmation from Expedia shortly after. it was for June 23 and 24 for 5 people, deluxe suite with multiple beds. When we arrived I was told by the hotel that they never received payment and they had no vacancy. I immediately started looking for a way to contact expedia. This was around 8:30. I finally found a number to call which was answered by a virtual agent and I was placed on hold. While on hold, I continued to search for information on y ipad and finally found a chat line. It was also a virtual response, but eventually connected me to a real person who eventually connected me to an agent. She was able to find accommodations at a hotel nearby. It was a studio (one room) but we couldn't be choosy at that point. It was after 10PM and we were travelling with our 3 grandchildren. It was small and crowded, but we didn't have much of a choice. It was nice but not as nice as the place where we were supposed to stay. I would like to be reimbursed for the money I paid, All they will tell me is the hotel would have to approve. The hotel did not make the error, Expedia did. Customer service is pathetic. they offered me a $150 gift card. I told them they could keep it since I don't ever intend to use them again.

I reserved a room for 3 nights with Expedia. I did not know about this $159.26 cancellation fee. They charged me which the cancellation fee was more than the price of the room a night. I seen the charge and contacted the hotel, the lady stated that she can see that I booked through a third party and that’s who I would need to contact. I contacted Expedia and they said it was charged by the hotel and that’s their policy and I will not get a refund. I then contacted the hotel back and they said that’s not true. Expedia is responsible for my refund. Expedia will not give my money back and I will let all my friends and family know never use them. They are not customer service oriented. All they are worried about is getting there fee regardless.

I booked a roundtrip flight leaving Toronto to Moncton June 29 at 3:10 pm and return Moncton to Toronto July 4, I talked to virtual assistant that I am not going to make it on the departure flight because my Flair flight to Toronto was delayed for 6 hours, they told me that I will not be credited for anything and asked me to pay for adjusting the flight to a one way which does not make sense because technically, they will not spend more money if I didn't show up for the flight, the opposite of that will happen because they would be able to sell it to another passenger that is willing to pay for the higher price, I stood my ground not to pay for anything and the virtual assistant advised me that I still have the flight since I paid for it. Then today July 4, i was trying to check in for my flight and I was told that it was cancelled, it is still active even on my Expedia app and I did not even get any email that my flight was cancelled, I was told it was automatically cancelled by the system, I asked them where can I find that document that say that if I did not show up on my departure they will automatically cancel the return, the expedia representative that I am talking over the phone put me on hold and send me an email instead saying that they cancel the flight because of the no show same time when I was with her over the phone, they said Air Canada cancelled it and Air Canada was saying Expedia cancelled it, so I am left with paying for flights that I have not used. I don't know if this is the trend of business now getting money that you did not worked for, knowing that you will earn revenue double on that seat or maybe triple too, since I already paid for it then another passenger is willing to pay a higher price for it, I am just sad about where is justice and compassion about this matter.

Travel from STX to DUJ on 8/25/22. In total I've lost count of how many flights got cancelled on this leg. Travel was for my wife Brandy Carrier. I was messaged 5 times that "flight specialists will anser directly to me" I never got a call or message back ever. I keep poking this with a stick looking for somone to respond and at least make effort to resolve this. Each time I reach out I'm given no timeline but told someone will message me back and I never hear back,. I'm beyond annoyed by this. I've used expedia to book numerous travels in the past 10 years. I'm about done. I have new travel to book but there's no way I'm using Expedia if I don't get this resolved. Period. This is Expedia's last chance and I'll just use a competitor and spend the balance of my travel years bashing the blunt reluctance if not intentional ignoring that we've gone through. I have all the emails that have occured up to this point. A perfect outcome would be to assist us with travel credits of some type to compensate for the mishandling of all of this including the complete lack of effort to even discuss what happened since last year.

I booked a reservation for my niece and nephew that has a disability. They flew in from Jamaica on the twenty-third of May and I flew in on the twenty-fourth of may Open arrived at the hotel here the principal Bobby Buchanan who was in charge of the 3 children checked in however it was late he explained to me of a. Few things that he had issues and concerns with however I was already enrolled head in there and I told him I would address them.

There was an infant a child that had autism, one autism, and a physical disability. Would the mold? Being in the room the doorway was so narrow the tiles were slippery and unleveled When Maxine walks she drags her feet because of her physical disability she’s also deaf and has autism she almost tripped the bed was uncomfortable because the mattress was not sufficient her back hearted

I arrived at the hotel and went into the room it was very musky. I have asthma and immediately my eye started itching and I started sneezing. I then went to a reservation checked in explained to the lady what was going on asked if there were any other accommodations to machine for me no. Asked for a supervisor she told me there was none so I then asked where the privileged apartment was because I was also a privileged member but not. Knowing that I could have gotten a reservation. I went to the privilege section of my hair principle and I spoke with Stefania who was able to help me to locate better rooms bigger rooms and rooms. That he was more spacious, more comfortable, and suited because they did not have any accommodation for kids with disabilities, most importantly, I contacted Expedia. And I explained to them what was going on. They then told me that I needed to have the travel agency party call them they are more than willing to do the refund, but the third party had to call.

Mr. Stephania was able to get us into a room. We agreed on one price and after going over to the privilege section. The gentleman that made the reservation then indicated that I needed to pay an additional $107 to whom I did not have after paying 2354.00 an additional $215 because he made an error with the dates. I should not have paid for his error or his mistake and for that we went back and forth. I had to find someone to use a card with. We got to the hotel room I settled down when to dinner. There were a few issues and concerns and some of them are just bypassed. I still do not understand how to use the privileged club membership. But I just said that there was just so much prejudice that was present even with the room service. One of the nights the kids were so sick because of coming from the other room. And when I called for room service all day had been pastries and Burger one of them had a sensory problem and I needed. Mashed potatoes for the baby or even her and they told me they could not. The room across from us was able to order and get something else audit and Burger. They had pasta and meat and different things that I see them bring in delivered.

It was time for me to check out and come home called and was told that as a privileged member first. I was informed c that I would get a free shuttle to the airport. Then I was told by Alberto that I needed to pay $29 for a cab to take me to the airport. I paid Alberto using my card and he said it would not work. Then he said I should send cash; I send cash paying $29 for a pick asked the concierge for a wakeup call for 5 AM and for my luggage to Be picked up no one came so I called the privilege number no 1 answered that number I called a concierge. Christopher answered the phone and I explained to him that I needed to come to the lobby by six to go to the airport. He said he was going to send someone and then came out into the room with the kids. I stood where I could be able to see the cart because sometimes when the cart guys come, they go the opposite way. So, I stood around to be able to see them at all angles. No one came. I went back to the room to call the concierge no one picked up the phone, so I had to pull me. Luggage all the way up to the front of the lobby open arrival. The gentleman at the front desk Disney had on his name tag and explained to him he said no cab came and there was no cab even though I was trying to explain to Him what had happened, he said he didn’t speak English and then I asked for a supervisor he told me there was no supervisor or manager he told me there was no manager after he called a number and was on phone the person he was on phone.

Disney said “I called the room and no answer:, I said I was outside waiting for a tram to pick me up how was I supposed to answer?

I started crying and the other guest that he insisted on helping after I was there first finally stepped away. After I asked I asked her politely to please allow me to finish my transaction because I was there before her, when another guest showed up and that’s when he called for someone

When the person arrived he did not talk to me he spoke directly to Disney I asked what was the solution and the manager then walked away without even talking to me I had to call an agent to get me a cab which cost me an additional $50.

I believe that for an establishment this big there needs to be better communication and interpreters, especially in your front reception area, because almost everyone that I talk to doesn't speak English or understood English, and if you are black you get treated differently.

There need to be better accommodations for a disability. I had a challenging time with even room service that refused to make accommodations for a child with autism and sensory problems

I am requesting a refund of the taxi fare that I paid to your establishment due to no one picking up. up on time and I had to walk and drag my luggage to the lobby the taxi left

I need you to release reservation numbers [protected] and [protected] from Expedia. The rooms were not equipped for children with disabilities, they got sick, there was mold in the bathroom, and they had a hard time getting around

As a privileged club member, I was not privileged or had privileged treatment a lot and most definitely didn't experience that privilege of hospitality.

After being quoted a price and made payment o was still held up and verbally abused to pay an additional $107 because your reservation specialists made a mistake and then have to borrow money after I gave up other rooms and had nowhere else to go and I was in the office from 1 pm and didn’t get to settle until after 6 pm. Maxine was crying from her back hurting, the baby was hungry so was I but because the bands were already taken we could not go anywhere on the property.

So I was inconvenienced. Humiliated, embarrassed verbally abused, we were not listened to, had to make extra payments

Mrs. Stephania, who assisted with the membership check worked even after her clock-out time

[protected]

To whom it may concern:

On July 9th 2022 I booked a flight to Memphis through Expedia for 2 people. I purchased insurance for both of these flights. The tickets alone were over $1800. no more than 48 hours later I tried to cancel the trip. Between Expedia and the Insurance company which was offered on Expedias website I began to get the run around. I was put on hold for hours at a time. After many tries to be reimbursed I was told that the tickets could not be cancelled and I would have with American airlines through Expedia. My insurance money was lost which was basically worthless anyway because Expedia refused to help resolve that issue as well even though it was offered on their website. I was told that I needed to read the fine print. Months later I tried to book another flight through Expedia using these credits. I was put on hold for hours during this process only to be told that I could not change the names on the ticket purchased. The tickets were purchased on my company credit card. I was told by Expedia that the fault lied with American airlines. I was also told I had until July 9th of 2023 to book another flight. When I went back to Expedia to book another flight I was told that the whole trip had to be concluded by July 10th 2023. I was not told this. If I had been told this I could have scheduled for it. Although the employees of Expedia were trying to be helpful it seemed the buck was passed again to Expedias policy makers. Now it looks like I will be taking a significant financial set back ($1800+) . I feel like since the minute I have been dealing with Expedia I have been pushed aside without regard. Since losing money with the insurance company that Expedia offers on their website I have not asked for my money back but only to have proper restitution with credits or vouchers. The insurance policy should have taken care of this but I had no help from Expedia in helping me and as I said was put on hold for hours when I tried only to be told it was somebody elses fault.

Booked a car through Expedia around 11:15 pm on 24 June 2023 for July 25th. Tried to change my car type from Compact to a Midsize SUV 2 hours later, but am not able to change the booking whether I use the Expedia website or the Sixt website. Was advised to cancel the booking for $100 (even though I had just booked it) and rebook what I wanted or show up to the car rental desk and ask if they have the Midsize SUV available that day. It is absolutely ridiculous that I am unable to modify the booking in any way and am required to pay a $100 cancellation fee even though I had just booked it or I can just show up and hope that the car is still available.

I booked online and cancelled within 24 hours as per Expedia policy for full refund. I received no refund after one month. Expedia agents now tell me to contact the airline Iberia. I contacted Iberia and they told me to contact Expedia for the refund. Expedia refuses to refund me. Itinerary #[protected].

I followed all policies and procedures. Expedia owns me $936.20 for the full refund. The onus is on Expedia to honor their 24 hours full refund policy.

I am currently on a trip in Ponta Delgada and have encountered an issue regarding my car rental. I would like to bring to your attention the matter concerning the charges from Ilha Verde, which is the car rental company utilized by Avis, the provider of my Expedia package. As per my itinerary #[protected], I have already made payment for the car rental services through Expedia.

During my interaction with the store clerk at Ilha Verde, I was informed that I need to obtain the reference voucher from Avis. However, despite checking my email, including the spam folder, I have not received the voucher. As a result, I have been billed twice for the same service - once by Expedia ($367 USD) and once by Ilha Verde ($367).

Considering the urgency of the situation, as I am scheduled to depart on Monday morning, I am concerned that there may not be sufficient time for resolution and a refund. It is unreasonable to expect me to pay twice for a vehicle I have only used once. Despite my efforts, I have not been able to locate the email voucher from Avis, despite thorough searches in both my spam folder and other email folders.

Regrettably, this experience has been far from satisfactory, causing significant stress and inconvenience. Furthermore, I had opted for insurance coverage, assuming that it would provide additional protection through the package protection plan. I have contacted customer support on three to four occasions, but they have been unable to establish contact with Avis, particularly due to the unavailability of Avis customer support on Sundays. Consequently, my refund request was canceled, which I find unjustifiable. Had proper investigation been conducted, it would have been evident that Avis customer support does not operate on Sundays but rather on Mondays. It is disheartening to have my request dismissed after only one attempt.

I kindly request your immediate attention and intervention in this matter. I trust that you will rectify the situation promptly, ensuring that I receive the refund for the duplicate charge from Ilha Verde. Additionally, I kindly urge you to look into the issue of the missing email voucher from Avis and provide a solution to prevent such inconveniences for future customers.

On May 28th I booked The Palace Casino for 5 nights, a handicapped room for September 10 - 15. I paid in full, $646.24. I checked prices again on 6/23/23 and the new price was $597.56. My itinerary #[protected]. I got the Expedia App so I could get the price difference, they want screen shots of where I saw the new price/ I took the pictures but couldn't find the right place so I called instead. I got a man who was very hard to understand but he said to cancel my reservation and rebook. I don't want to because I have already called the hotel to make sure I get a handicapped room. I am in a wheelchair. The man said if I cancel, I probably won't get my handicapped room so I should stay with the original reservation. The man on the phone wasn't cooperative at all. If you can get the price difference on the App, why can't the agent give me the difference? I am thinking of canceling my reservation and going with another company but they all seem to be the same and don't give a damn. Thank you,

Jessica Lehnert

6/22/23. Made reservation ( thought with quality inn reservation but it was Reservation Counter which then tacks on fee and books through Expedia). I booked ( with real person) 1 room ( 3 persons) 1 night 6/25-6/26 at Quality Inn S.Dale Mabry in Tampa for 2queen beds park and cruise. I was billed 172.60 and told parking for cruise included and was given number to call for shuttle to cruise port. Upon receiving email confirmation reservation was for twin beds. No mention parking or shuttle. Told reservationist reservation was not correct... He put me on hold for over hour before being disconnected. I called hotel directly who said I had reservation for twin bed 1 night... No cruise parking and no shuttle. Told reservation was booked by Expedia. What was booked was not what I made reservation for nor what I was told I was being charged for. Please cancel this reservation and reverse my charges itinerary number [protected]. I have always held your company in high regard, but feel this has been a switch and bait and your association with Reservation Counter has left me with a very uneasy feeling

Mary Starling [protected]. [protected]@comcast.net

I tried to cancel a booking Holiday Inn - Birmingham Airport. Althought wrote down these numbers [protected] and [protected] when I made the booking, they were not recognized in your system. I didnt find an email. I called 5 different numbers, two days in a row only to receive the same automated service, giving the same prompts. It didnt recognize the number input, nor did it recognize the last 4 digits of card used. There was a prompt on the website that lets you get a passcode instead of registering, but I never got one when I clicked the option. I called the hotel directly and they didnt even show I was booked and did not have a number for Expedia that I could call. Since they didnt have me booked they assumed the booking wasnt place. Nevertheless I see a $300+ charge on my credit card. My name: Cynthia Jones My email address is: [protected]@comcast.net. I checked junk/spam and did not find anything. I would like to speak with a live person. This is so unfair. Please provide me a phone number to call or call me at [protected]

I spoke to two Expedia reservation agents on the night of June 17th looking for a one night stay at a hotel. Expedia agents take all personal and credit card info before finalizing a reservation and giving a rate.

When I was told the cost of the OYO hotel for one night, $142.96, I told the booking agent to cancel the reservation. I was told by the agent it was cancelled. I did not get a reservation or cancellation confirmation.

I called another time that night and unknown to me it was for the same hotel, OYO, and this time the agent said the rate for one night was $274.09. I told the agent to cancel the reservation. I was told by the agent it was cancelled. I did not get a reservation or cancellation confirmation.

So, how can they charge me if no confirmation of either a reservation or a cancellation was sent? They can, and they do. Beware.

Expedia called the OYO hotel and they refused to issue a refund.

I have tried to book online Expedia for a flight and was charged $240.20 ( singapore dollars ) with no confirmation or ticket at all , i tried to contact Expedia but there is no way of reaching out to them which they keep asking for interbinary which in the first place my money was deducted and nothing was given to me , this is like a scam to me and it is totally unacceptable to me , please do something about it .My name is Chua Mung Ian , mobile: +65 [protected] , email : [protected]@yahoo.com.sg.

I recently had a terrible experience with Expedia.com and I would not recommend using their services. I had an account on both expedia.com and expedia.co.jp, using the same email address. As I am not living in the US, I wanted to delete my account on expedia.com. I knew that if I used the same email address for both expedia.com and expedia.co.jp, both accounts would be deleted. So, I changed the email address for expedia.com and asked for my account to be closed. However, to my surprise, my account on not only expedia.com but also expedia.co.jp was closed.

I got logged out of Expedia.co.jp and when I tried to log in again, it said that my password or email address was wrong. So, I clicked "Forgot password" and typed in my email address, but it said "this email doesn't exist". I had a hotel reservation and I wanted to make sure that at least my reservation still existed. I called expedia.co.jp and explained my situation, but the customer support told me that they had nothing they could do and I had to call expedia.com because they deleted my account.

I called expedia.com and the customer support was terrible. The woman I spoke to kept interrupting me and said "You have to talk to expedia Japan. YOUR ACCOUNT DOESN'T BELONG TO US!" She literally yelled at me. I was like, "Hey, I just want to explain my situation. Why do you have to get upset?" I had no idea why she never gave me a chance to explain what was happening to me, and why expedia.co.jp told me that I had to call expedia.com. But she just said "I DON'T SEE YOUR ACCOUNT HERE! CALL EXPEDIA JAPAN!" Yeah, I requested to close my account. Of course you don't see my account.

Why couldn't she just be a little nicer and listen to my issue and just say "I can't help you. I know that Expedia Japan told you to call us, but I recommend you call Expedia Japan again. Sorry." She didn't want to understand me or spend time explaining to me. Isn't customer support supposed to at least understand the issue even though they can't help us?

I emailed Expedia.com again, and they said that they saw that my account on Expedia.co.jp still existed. I tried to log in to my account on Expedia.co.jp, but it still wasn't working. However, I requested to reset my password and I received a reset password email. I logged back in, but now I had no points, was not a member of expedia+, and had no reservation either. I called Expedia.co.jp again, and they said that my account existed, but they didn't see my reservation. Now I lost my reservation and everything.

I will never use Expedia ever again. Even if I have to pay a little more, I will use other agents that provide better service. It was a frustrating experience and I hope that others can avoid it.

I found some flights that I really wanted to take on Expedia, and the price seemed pretty good at around ?620 per ticket. I went through the booking process and made sure that all of my details were correct before submitting my order. However, when I got to the confirmation page, I was shocked to see that I had been charged ?1340 or ?670 per ticket! I had no idea that the price had changed during my booking, and I was really upset about it. I decided to call Expedia to see if they could help me out.

When I spoke to a representative, I explained what had happened and asked if they could refund the difference in fare, which was about ?100. However, I was told that I had to cancel my booking within the next 20 minutes and then rebook at the higher price. The woman I spoke to even suggested that I should just agree to pay the higher price of ?670 per ticket, which seemed like a total scam to me. I decided to cancel my booking altogether.

About an hour later, I decided to try again and rebook the flights at the original price of ?620 per ticket. However, two days later, I noticed that I had been charged ?618 x2 for the tickets I wanted, as well as ?665 x2 for the flights I had cancelled! I was really upset about this, and I called Expedia to ask for a refund. They assured me that they would refund the ?665 x2 within 5 working days.

However, a week later, I still hadn't received my refund. When I called Expedia again, they said that they needed to listen to the recorded conversation to confirm that I had been promised a refund before they could process it. The following day, they called me back to say that they had contacted Lufthansa to request the refund, but Lufthansa was only willing to repay the taxes of ?205. Expedia said that they would refund the rest within 7 calendar days, but it might take 12 weeks for Lufthansa to refund the rest of my money.

Two days later, Expedia refunded their share and offered me a ?50 credit to spend with them. I wasn't too happy about this, but they agreed to increase it to ?75. However, the voucher is only valid for a year and has to be used with them, which I'm not likely to do after this experience. It might be March before Lufthansa returns the rest of my money, which is just ridiculous.

Overall, my experience with Expedia was pretty terrible. I travel quite often and have never had any problems booking directly with airlines. I only tried Expedia because they offered the best price for the itinerary I wanted, but it was a huge mistake. I wouldn't recommend using them to anyone.

I had a recent experience with Expedia that left me feeling frustrated and disappointed. I needed to cancel a flight reservation due to an upcoming snow storm and wanted to ensure that my new seats were together. However, when I called their customer service line, I was met with a series of voice prompts that made it difficult to connect with a representative. After two minutes of struggling, I finally reached an agent named Alex in the Philippines.

Alex seemed to take an unusually long time to look up the JetBlue policy on change/cancellation, which should have been readily available. It took him over five minutes to find the information, and he kept telling me he was still looking it up despite my repeated prompts. Once he finally found the policy, he informed me that they only offered an Expedia credit that had to be used within a year and with the same airline and person. I asked to speak to a supervisor about the credit, but Alex refused to cancel the flight and told me I would have to wait another 15-20 minutes to speak to one.

At this point, I had already been on the phone for almost 20 minutes and was frustrated with the lack of progress. I told Alex that he wasn't managing my expectations well and eventually spoke to his supervisor, Ed, who took another 5-10 minutes to explain the inflexibility of the cancellation rules. I kept interrupting him to ask him to cancel the flight first, but it took him another 2 minutes to do so.

As a long-time Expedia user, I was disappointed with the lack of empowerment given to their customer service agents and supervisors. Instead of solving problems, they seemed to delay the conversation in the hopes that the customer would give up and keep their money. This experience wasted half an hour of my vacation time and guaranteed that I will never use Expedia again.

I would strongly advise against using Expedia for any travel needs. They do not support their customers and seem more interested in keeping their money than providing quality service. If I could give them zero stars, I would.

Me and my fiancee, we booked our dream wedding travel arrangements through Expedia. We planned and paid for flights to Italy, hotels, and return flights back to Pittsburgh in July 2019. Our trip was supposed to be from May 2 through May 15 2020. But, as we all know, Covid-19 travel restrictions happened and our plans were canceled. We did not initiate any of the cancelations. We were really disappointed as this was supposed to be our dream wedding and we were naively optimistic that we would still be able to go.

We attempted to call over a month ago to discuss options for rescheduling or getting refunds. On our initial call we were told that they are only handling customers with travel plans within 72 hours and we would have to call back at a later date. While we were not satisfied with their response, we understood the unique situation we were dealing with and remained patient and waited until April 30th to call back.

We called on April 30th, per their instructions, and were told by customer service that our trip was non refundable and there is nothing they can do. After a 3 hours on the phone with 2 different customer service representatives and 1 supervisor the best option they provided was to reschedule for July 2020. We asked what would happen if we are still unable to travel in July and the response was "We don't know." As this trip is for our wedding we are unable to commit to a date until we know if/when travel restrictions are limited. We asked if they could be a little more flexible with rescheduling and were told they cannot offer anything else at this time.

We spent over 11 hours over the past few days calling back, getting different answers each time but no sensible options were provided. We finally got a helpful employee that was able to refund our hotel cost but unable to do anything about the flights as Tap Air did not allow refunds without a $175 fee per ticket. Our flight was cancelled by the airline but they still charge the fee per their policy.

We feel that this is an unacceptable resolution and are still attempting to get a full refund but are getting no where. Our wedding plans were cancelled due to a global pandemic and strict travel restrictions but we are expected to incur $700 worth of fees on flights that we paid nearly $2,200 for. Expedia has told us several times now that they have attempted to contact the airline to request a full refund but have been unable to get a response for 5 days now. We contacted the airline directly and were told that the refund has to be processed by the booking company.

As it stands today, we have been told by multiple employees they they will follow up with us. No one has. Expedia has told us we have to deal with Tap Air to request a full refund while Tap Air has told us we have to deal with Expedia. Neither has provided any option other than pay $700 worth of fees for a flight that was cancelled by the airline, not us. We are really disappointed with the way things have turned out and hope that Expedia can find a way to help us out.