The complaint has been investigated and
resolved to the customer's satisfactionResolved Expedia.ca — dishonest & misleading web site
resolved to the customer's satisfaction
Expedia sent promo deal everyday to my email and advertised Europe trip as low as C$850 per person so I booked a Montreal to Prague vacation package flight + 6 nights hotel. The lowest price flight option was British Airway. I do not like to fly with British Airway because of the risk of potential strike. At the time I booked on line, the price was even lower than the advertising. It was at C$756 avg/person included selected items, taxes and service fee. Because of the strange low price, I read thoroughly terms & condition to see if there was any hidden fee. After I read the rules and restrictions, I accepted the price the total trip cost was C$1537.46 . This total was shown right above the payment option. I entered my credit card info and completed the booking. The instant on line confirmation cost is $2259.12. That was totally untrue as advertising if book together discount of + C$700. Then I made a trial booking right away to see if it was a mistake. The price is slightly higher than my accepted price. Therefore, I figured out this might be a computer system error and can be fixed. But I wrote to Expedia immediately to notify them regarding the overcharge. Customer support team replied a few hours later informed me that Expedia is a real time database and the rates and availability are constantly changing. Once the credit card information had been entered and accepted the price is fixed. Therefore Expedia refused to offer refunds or compensation for price increases. Expedia explained the rate was given to them directly from the airline and thus non-negotiable. I was very up-set and made several calls. I spoke to the first agent I wanted to cancel the transaction because it was not my accepted price, but she told me I could cancel the flight but it is non-refundable and subject to the airline penalty. She told me I have to take all the responsibility if I book on line. I was unable to spend time arguing with her on the phone in the workplace. So I called during lunch time, the 2nd agent kept saying 'can't hear you'. Give up. I called after work, the 3rd agent told me if I called the same day, transaction can be canceled without penalty. I completed my purchase at 10:30 p.m. I did call within 24 hours. After telling the story over again, he gave a case number and a supervisor will review. Every time I called to follow up, I have to repeat to tell the same story and then the agents started put me on hold for 20 minutes and refused to transfer me to the supervisor. Since then I made several trial booking on the site. The price was a little bit more, but the same package never cost more than C$1900. After a week, a supervisor finally sent e-mail to me with a very disappointed reply. They said their internal tracking logs advise of price change on the top of the page just before I completed my purchase. Expedia assured they had not overcharged. At the moment I completed my purchase, I did not see any alert. If this alert really exists, it should be displayed beside and right on top of the payment option, not on top of the page as Expedia supervisor said. This is to fool the customer and misleading the customer to proceed with an incorrect amount. I made several trial to check what is the current price, I don't believe the price went up at the second I completed my booking and went down immediately when I made another trial booking . This is a false advertising of low price and a trap to customer. Now Unite announced go on strike on my departure date, may be at that time I can get a full refund from the Airline. Because I made several trial booking, Expedia send e-mail to me and offer help for my trip. No thanks. I will never do business with Expedia and assure friends & family beware of this dishonest and unfair business game.
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