Expedia
Reviews and Complaints

To: Expedia Support Staff,

I have made numerous attempts to get some type of response from Expedia only to be told that my last submission was sent as an attachment which could not be opened for security reasons.

In August of 2006 I booked reservations for a trip to Cancun. My itinerary # was [protected] departing Hartford, CT on 19-Feb-2007, returning on 26-Feb-2007.

My package was to include the "senior Program/ Senior Upgrade.

I was under the impression that "all inclusive" included travel to and from the airport which it did not. Upon arrival at the "Oasis Cancun Resort Hotel" we were escorted to room # 2449. The "upgraded" room appeared to be a room under construction. Part of the room floor was bare cement, cover plates on electrical outlets were broken or missing, the room was dirty and the entry door had a 1/4 inch split down the middle. It was supposed to be a non-smoking room but there were ashtrays in the room.

This was just the beginning of our problems. As we entered the room we realized how cold it was and the air conditioner vents were putting more cold air in the room. I attempted to call the front desk and discovered the phone was broken. My daughter wanted to take a shower and found that there was no hot water.

I went to the lobby to file a complaint to the staff at the "Welcome Desk" only to be told that there was nothing they could do and I would have to take my complaint to the hotel manager who was out to dinner and wasn't expected to return for fifteen minutes. I came back in fifteen minutes to be told she would be out for another 1/2 hour. Frustrated, I came back in 1/2 hour to be told she'd be back in 45 minutes.

When the manager finally returned I had to wait in line for other parties who were experiencing problems similar to mine. I told the manager I wanted the upgraded room I had contracted for and was told that there were none available but they would have someone sent to our room to take care of the hot water, cold air and phone problems. This was at approximately 5PM so our day was just about shot so I decided to take my daughter to dinner, hoping they could make the room in a livable condition in the meantime. We returned from dinner and no one had come to take care of the situation. The room was so cold that I decided to open the slider door since it was warmer outside but when I tried to do that the door handle broke off in my hand.

I made six or more trips to the front desk to attempting to get someone to take care of the problems. My last trip was around 9:45 PM and again I was promised someone would be up to take care of the problem. At around 10:15 PM we got a knock on the door and a young man with a plunger came in. Yes, he had a plumbers helper and went into the bath room and came out in 5 minutes to tell us he had taken care of every thing. He had done nothing! We still had no heat, hot water or phone.

The next day after waiting an hour for the manager to show up and we were given another room, not an upgrade but at least it had tile on the floor and about 11 AM we finally were able to take showers. ( I found out later that many rooms in the hotel didn't have hot water.) The room we were given had a TV that didn't work. I made numerous calls and trips to the front desk and it was around 10 PM that night when a staff member arrived to confirm that the TV didn't work and get a replacement for us.

The trip was a nightmare and we tried to make the best of it but you can understand our dissatisfaction. While in Cancun I tried to get the emergency assistance number only to get a message in Spanish and a hang up. I tried to get some satisfaction on my return only to be told that I had to file the complaint by E Mail and then told that I had submitted it to the wrong addresses several times.

I am hoping that Expedia or Oasis Cancun can offer some reasonable resolution to my nightmare in Cancun.

Sincerely
Paul E Jonas
22 North Rd
Bolton, CT

THis case is too gruesome in details i'm running a website: http://www.victimsofexpedia.com to alert people.

I bought (online from USA) a roundtrip from Europe to South America. For this trip I needed a paper ticket (not e-ticket) that EXPEDIA failed to deliver to me (one ticket was lost and the second was sent me to a wrong address - I provided the right address- ). I have proof of this (tracking number from UPS). Anyway, one of their representative advised me by phone to go to Europe and they will arrange with the airline I get a ticket at the airport. They never did it. I called to EXPEDIA many times from Europe and the airline that I was supposed to travel with (KLM) also contacted EXPEDIA. EXPEDIA never did anything to solve that problem that EXPEDIA generated and they didn't give me another solution. I had to buy (in Europe) another ticket from a different travel agency and I had to spend 15 extra days in Europe plus one extra week in South America. I've also lost many days at my job. I had lost a lot of money and my trips were useless because I had to use the money I had to solve this problem instead of enjoying my trips. TO MAKE IT SHORT, I WAS ABANDONED IN EUROPE BY EXPEDIA AFTER THEY FAILED TO PROVIDE ME A TICKET I HAD ALREADY PAID WITH MY CREDIT CARD.

EXPEDIA claims that it was my fault (It is a lie because I have e-mails from the airline telling me that EXPEDIA never arranged my trip). EXPEDIA claims that they had put all the information in the airline system. But when I asked where and when they cannot give me that information. I have documentations showing how many times I called them (and copies of e-mails I sent to them), I also have an e-mail from the airline telling me that EXPEDIA never contacted them and never put on their system the information necessary to issue me new ticket from Europe. I showed that documentation to EXPEDIA but EXPEDIA just ignore it and never made an attempt to contact the airline. Why? because EXPEDIA can lie to customers but it cannot lie to the airline.

In summary, EXPEDIA charged my credit card for 1,254.96 U$D for a ticket that was never delivered. They advised me to go to EUROPE. Once I was in Europe, EXPEDIA abandoned me there at my own with no ticket. I had to re-schedule my trips by my own and I had to buy a new ticket from another travel agency in Europe to complete my trips. EXPEDIA ignored my complaints when I was abroad. After I came back to USA, EXPEDIA tried to keep the money EXPEDIA charged in my credit card for that ticket I never had a chance to use. EXPEDIA lied to me many times and tried to keep money from my credit card in a fraudulent way. Thanks to my credit card I could recover (after almost 7 month) the full amount of that ticket but I suffered huge monetary loss due to that trouble that EXPEDIA generated.

This was EXPEDIA's official response to my case:

During my trip (before returning to USA). One of EXPEDIA's supervisor "admitted" that it was EXPEDIA's fault and told me to submit all the receipts I had for "extra expenses" . This was done by phone, however he also sent me an e-mail confirming the address where I had to send it. (read that e-mail). I sent to EXPEDIA all my receipts and a detailed amount of all my expenses. But it was another lie, EXPEDIA's "customer advisor team" (a higher level than supervisors) denied all responsibilities.

1) First, EXPEDIA try make it look as if it was my fault and they reimbursed me part of the ticket (800 U$D) they never delivered (read the e-mail EXPEDIA sent to me). Is this fair? Does it make sense? Why EXPEDIA will reimburse money if it they are sure it was my fault? They just tried to make me happy with 800 U$D and actually steal part of my money (> 400 U$D) because EXPEDIA actually never provided the service (this is simply fraud).

2) EXPEDIA tried to steal the rest of the money. It didn’t work: With the help of my credit card (VISA) I recovered another 429.99 U$D.

3) At this point, EXPEDIA still kept 59.99 because EXPEDIA charged my credit card in a way to cheat me and my credit card (see details). It didn’t work again. With the help of my credit card I recovered the rest 59.99 U$D. This was after almost 7 months. Does an honest company keep customers money for seven months? This long delay only showed that EXPEDIA tried to steal (and failed) my money no matter what. I could recover that money because my credit card fought for me and because I showed them overwhelming evidence of EXPEDIA’s lies.

4) EXPEDIA claims that I could not use the ticket I bought because the airline gave me wrong information. If this is true, EXPEDIA can provide me with names and dates when EXPEDIA contacted the airline to arrange for my trip. If I have that information I can stop bothering EXPEDIA and complain to the airline. Moreover, EXPEDIA can show that is an honest organization that care about their customers. I asked many times for this information but EXPEDIA was not able or did not want to give that information. Why? Because in fact, EXPEDIA never arranged my trip, thus, EXPEDIA has no proof of what they claim. EXPEDIA can contact the airline and clear this point with them: EXPEDIA never attempted to contact KLM.

5) I forwarded to EXPEDIA e-mails from the airline where the airline tells me that they tried to contact EXPEDIA and EXPEDIA never responded (Read the e-mail from KLM). EXPEDIA responses were several “automated” responses (since early april-2006) telling me that someone “in the appropriate department” is working on my case. But no one from EXPEDIA called me or e-mailed me after that. Even after showing them another letter from KLM telling me that EXPEDIA never attempted to arrange my trip EXPEDIA ignore my complaints.

6) When I asked for proof that EXPEDIA indeed contact KLM to arrange my trip I received THIS E-MAIL (more lies)
7) The last thing EXPEDIA did was to disable my account I had with them (and I used to send e-mail to them) and completely ignore my e-mails I sent using another e-mail address.

This was the very last message from EXPEDIA:
From: Expedia Travel Support
Mailed-By: customercare.expedia.com
To: [protected]@z2mail.com
Date: Jul 19, 2006 10:34 AM
Subject: Re: Other questions, comments, or feedback - Case ID: [REQ:[protected]]
Dear XXXX
Thank you for contacting Expedia.com.
I wish to apologize for the fact that you have not been contacted. I have once again forwarded your request to the appropriate department and have earmarked it with high priority, within 72 hours you should have a response.

If you have further questions regarding this concern, feel free to reply to this e-mail or contact Expedia.com customer services at [protected] and reference case ID [protected]. You can also visit the Expedia.com "Customer Support" page (http://www.Expedia.com/daily/service/default.asp) for more customer service information.
Thank you for choosing Expedia.com.
Melody
Expedia.com Customer Support Team

In response to my message: :
From: xxx < [protected]@zmail.com>
Mailed-By: zmail.com
To: Expedia Travel Support
Date: Jul 19, 2006 10:23 AM
Subject: Re: Other questions, comments, or feedback - Case ID: [REQ:[protected]]2
Dear Sir/Madam

(Case ID: [REQ:[protected]]
It has been around one month since I received this e-mail from you regarding the e-mail address or postal address of your CEOs and regarding documentation proving that EXPEDIA indeed provided the information to KLM (as you claim).

Why are you denying me that information?

Comment: I was updating my web site: (http://www.victimsofexpedia.com), as usual I'm asking you to tell me if something I put there is wrong. Please visit the site regularly and just tell me if you find something that is wrong or untrue.

Sincerely
XXXXXX

Of course, they never contacted me again.
I If you that think that what I'm writing here is not true. Ask EXPEDIA by yourself ([protected]@customercare.expedia.com, [protected]@expedia.com) and/or read carefully all the documentation in related websites.

On september 30/2005 I bought two tickets from expedia to travel on december 29 2005 to madrid. On october 2005 my husband had an accident with cerebral hemorrhage. I call expedia to cancel the trip and they told me that I have a year to use the tickets due to the situation. My mistake was that I believe what they told me.

When I asked again for the refund they ask me for a doctors letter. I sent all the papers they ask me for via fax [protected]. On june 7 I ask again for the refund and they said to me that it takes 2 or 3 billings periods to be reimbursed to my credit card. I am still waiting for the refund. When yesterday I sent an e-mail to them asking for the refund. They told me that I have to talked to iberia at [protected]. Then I call iberia and they told me that I bought the ticket thru expedia and they are the one who has to gave me the refund. I think that they are playing pi-pon with my situation.

If anyone can help me with this I will appreciated very much. We are a retired couple. If you have any questions please contact me via e-mail or telephone
305-984-7sss. Thank you.