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The good, the bad, and the ugly - discover what customers are saying about Expedia.com

Welcome to our customer reviews and complaints page for Expedia.com. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with Expedia.com.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used Expedia.com's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

Whether you're considering doing business with Expedia.com, or you've already had an experience with them, our community's reviews and complaints will give you a valuable perspective on what to expect. Our goal is to help you make informed decisions about where to invest your time and money, and we hope that our platform will be a valuable resource for you.

Please feel free to browse our reviews and complaints and share your own experience with Expedia.com. Your feedback is an important part of our community and will help others make informed decisions.

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6:31 am EST
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Expedia.com false advertising-misleading advertisement

Expedia promises 50% discount for hotel bookings on the condition that names of hotels will not be disclosed untill after booking and purchase is unrefundable. Well, for a $123 room, Expedia charges $111. What a fraud. Do the math. 50%? Expedia should shut the misleading advert and make refunds. When you call customer service, you get threatened. Yes, Sky Chan made the threat when asked for a superior..."go to court if you are not satisfied...you'll loose." Expedia did not keep their side of the bargin, we should hold them accountable. You better beware before believing Expedian. Go anywhere but Expedia.

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rod71
, AU
Sep 30, 2019 4:00 pm EDT
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EXPEDIA = FRAUD.
We booked a self contained unit for a week from Expedia at IKON, Melbourne. Arriving from Brisbane we found the biggest lie was that we payed extra and get a sound proof unit. We knew the unit was near Glen Waverley train station and on arrival found a construction site across the road.
The receptionist informed us that they have no sound proof rooms. Hard to believe that IKON do not proof read what is advertise about them from payed companies like Expedia.
All parties blame each other, but no refunds or discounts from either of them.

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Laurel Anderson
, US
Sep 27, 2018 8:37 am EDT

I made a reservation on Expedia due to the information provided which turned out to be false. Expedia asked the hotel to refund my money and they said no so Expedia says, " sorry, no refund." they take no responsibility for false advertising on their website.

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8:37 pm EDT
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Expedia.com fraud

I recently reserved 3 king size rooms at Expedia.com for vacation in Statesville, NC. After driving 4 hours and arriving at the assigned motel, I was told that I only had one room reserved and they didn't supply guest with King size rooms. After calling Expedia on my cell and waiting for 25 minutes for a rep to answer, the hotel manager mysteriously found the other two reservations, but said that none of the rooms were ready and for me to come back within an hour. When we got back after an hour, he said he could only supply us with two rooms and they were in separate buildings separated by a huge parking lot on opposite sides. They refused a refund, after calling Expedia again and waiting for 25 minutes to speak to a rep who said that she couldn't help and after waiting another 30 minutes to speak to a supervisor who said that they would offer me $50 off on my next stay with them, I filed a complaint with the BBB, after several emails back and forth the BBB finally agreed to take Expedia's side and closed my complaint. This is totally unacceptable behavior from the company and from the BBB.

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7:15 am EDT

Expedia.com expedia is an unprofessional organization that needs lessons in costumer service

Expedia is an unprofessional organization that needs lessons in costumer service. Recently I booked a four night hotel stay and had to shorten the stay to three nights, two weeks before the arrival day. I called expedia and they said they would have to cancel the booking before changing it, but I would have lost the space since the hotel was sold out with a wait list. I received a confirmation number for when I was to callexpedia back when I checked out of the hotel to get a refund of the last night. When I checked out and called expedia, they would not refund the last night because I checked out at 11:10am, ten minutes after their checkout time. Even with a tier two supervisor she would not back down, saying we had not freed up the room in time. The hotel was at 50% occupancy that day--it was not an issue. Because of this, I will not book anything with them again and do not reccommend them for hotel bookings.

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Seeyoujimmy
Blairgowrie, GB
Dec 16, 2010 9:29 pm EST
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Expedia has a business relationship with Diamond Resorts International. Have they, Expedia, reviewed the blogs on this website regarding Diamond Resorts International and if yes are they happy with their Customer Relations Management vis a vis this business relationship.

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Really?
San Diego, US
Jun 13, 2010 1:29 pm EDT

What is "costumer" service? Did you buy a halloween costume?

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8:58 am EDT

Expedia.com very bad and unacceptable business practice

I used Expedia for many years and everything was more or less ok. There prices were rather competitive (not always though). They stored mine and my family members’ info, so it helped to expedite the booking. Several times prices jumped when I tried to book a flight but it used to happen during the booking process before I hit the "Buy" button and I had a choice either to go with a higher price or just drop the whole thing. But yesterday I had a really bad experience. A day before I booked a flight for $922 and received email with travel confirmation from Expedia that included a receipt for that amount. When the next day I went to the Expedia site to print out my itinerary I was astounded to see that the booking price was $1172 ($250 increase). When I contacted their customer service they gave me some strange explanation that included something about the airline, the ticket pricing, etc. What they failed to explain to me is how can I rely on their advertized prices that make my decision to buy from them if they can change prices after booking. Very bad and unacceptable business practice.

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3:43 am EDT
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Expedia.com visa issue

I am a citizen of Taiwan travelling from Taipei to Madrid. I bought the ticket from expedia.com that the itinerary was Taipei to ShangHai (in China), ShangHai to Amsterdam, and Amsterdam to Madrid (in Spain).

Expedia.com only provides the information below to get rid of any possible VISA issue.

“ Proof of citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connecting through. To learn more, or to purchase a passport or visa, visit the CIBT VISA Service Website. “

I didn’t know I needed to prepare “China visa for Taiwanese” just for connecting the flight; no any agents even told me. The information above didn’t provide the relevant information at all either. (Click “CIBT” and “Proof of Citizenship” for no information provided)

When I arrived at the airport, I just found out I needed another China visa to fly away. Nobody at the airport could help me; they just said it was interesting that Delta was behind sold this ticket. No company counters in Taiwan airport could help. I keep calling Expedia.com for almost 8 hours whole day from Taiwan to U.S.A. and they all said I needed to pay USD 160 for changing the date and there might be fee added for the different seat. All of the seats left at that moment were only double price of my original flight, which means I needed to pay double my original cost to fly away. They don’t allow refunding the tickets either. Expedia even asked me to call Delta in United States by myself because they bought the ticket from them. I bought the ticket from Expedia. How should I know it is Delta?

Finally, I found a cheaper flight at the last moment the next day that the price was cheaper than my original flight. But I still needed to pay USD 75.38 and I needed to take the taxi to catch up to the airport in very limit time. Also, I lost one day in Madrid. They didn’t even allow changing the returning date unless I pay another USD 160 and the different seat fee. I didn’t have time to change the returning date because it was very urgent.

They want to get rid of Visa issue by using some few wordings and you wouldn’t find helpful information there at all. There is no warning message in advance which is useful. And they wouldn’t pay the cost the customers would face.

Please expedia.com pays back me:

Telephone call fee to call Expedia.com: USD 35
The cost of changing the flight: USD 75.38
The cost I dealt with the flight all day: Countless, say USD 55
The transportation fee I went to the airport twice and taxi: US 37

The total amount would be USD 203

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5:09 pm EDT

Expedia.com glitched system gave me show tickets for the wrong day

I ordered tickets for Cirque du Soleil's Ka through expedia along with flight and hotel accommodations. I am scheduled to arrive in Vegas on the 22nd of May, 2010 around five thirty pm. The tickets that I purchased for Ka were supposed to be for the 26th of May, which is a Wednesday. However, the tickets that they reserved for me were for the 22nd at 7pm. It's obvious that there's no way I have the time to get from the airport, to my hotel, and then to the show by 7pm and I'd have never ordered tickets on the day I was arriving. Somewhere, something got screwed up.

I called to get them changed or canceled, but all I was told was that they don't refund or cancel these kinds of shows. They didn't seem to get the point that I wouldn't have had to call to ask them to fix the problem if they hadn't made the mistake in the first place. Those tickets aren't cheap and this is the first vacation I have been able to afford to take in about six years. I want my money back as I have already gotten the right tickets from somewhere else after their refusal to simply give me the right night for my tickets.

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3:20 pm EST
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Expedia.com stole my money

I purchased a return plane ticket from Expedia.com. The ticket was never issued. I called Expedia while trying to check-in, they admitted the mistake and advise to buy 2 new tickets and contact them upon return. That was 5 weeks ago, in the meanwhile I contacted them 7 times, waited on the phone for over 40 min average each time, sent 3 faxed and still did not get any refund. We are still waiting for the "resolution". It is impossible, they practically stole my money. I considered to file a police report, but dont have time for this so I am giving up at this point: I have paid four plane tickets, spent hours on the phone with terrible, non-existing service. I just want to warn everyone who is interested: stay away from Expedia! The company is now so big that is not functional any more, the service centers are all over the world and help desk barely speak English. I have use Expedia now and then for 3 years and had some bad experience before, but this is over the top. Stay away from Expedia for your own good!

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7:17 pm EST
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Expedia.com coupon scam

In October on 2009 I booked a flight on Expedia.com from San Jose, Costa Rica to Boston, MA. The add said that I would receive a $200 coupon that I could use during my next trip. This was the first deception. I tried using that coupon in November of 2009 and was told that the coupon would not be available for use until after January 11, 2010. This was the second deception. On January 12, 2010, I called Expedia and attempted to use the coupon and was told that I could use it, but the total booking would have to be at least $1, 000. This was the third deception. This was never told to me when I initially booked the flight, but if I had done some research I would have found it in the fine print. I learned my lesson. I will never use this web site again. Consumer beware!

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Really?
San Diego, US
Jan 14, 2010 10:25 pm EST

None of this is deception! I saw the same offer and took the time to read the small print. It didn't look like it would work for me so I didn't book.

Why didn't you do the same? Now you go online and complain? I'm sorry but this makes you look very stupid.

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5:35 pm EST
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Expedia.com no change fees

Advertising is misleading. Claims to not charge change fees. Also said I did not have to call the airline. . Below is the misleading text from their website. Both claims are misleading. I was referred to the airline, so there is a big fee for the change.

How do I change a flight reservation?
If you need to change your flight arrangements, call Expedia at 1-800-EXPEDIA [protected]). Expedia Customer Support is available 24 hours a day, 7 days a week.

If your travel plans change and you need a different flight, Expedia Customer Support can change your flight times, dates, and/or destination. Note that most airlines do not allow changes to traveler names on a ticket.

Typical fees
Most fares have an airline-imposed fee per passenger for changes and cancellations ($150 for domestic tickets, $200 for international tickets, plus the difference in fare). Expedia does not charge any fee for changes and cancellations. We will provide a comprehensive summary of all charges before you change or cancel your flight.

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Update by Jim O
Nov 21, 2009 5:42 pm EST

Forgot to mention, I spoke with person who said I would have to call the airline. I then said, what is your name or identification.. he could not tell me, I then asked for supervisor.. three times he went away and came back that no supervisor available.
Very disappointed with expedia.com.

very misleading advertising.. no change fees.. malarky.

Jim O

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latxak
, ES
Jan 17, 2011 6:24 pm EST

same thing happened to me, ridiculous!

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9:22 pm EDT
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Expedia.com coupon fraud

I made a reservation with Expedia for Flight from St.Petersburg/Russa to Ottawa. I was talked into the deal: Flight+Hotel+ if I pay with MC and I get 300$ coupons. Coupons were deposited 1 month after the commencement of the travel, but (!) here's Expedia's catch - along with coupons they posted Terms and Conditions about 2 pages long which totally negate the whole idea of Bonus-coupons: The coupons are split into 100$ and 200$ and each is for every single traveler and with combined Hotel reservation ONLY of no less than 4 nights. It sent me laughing at these US masters of fraud and concoction. Emailed them tonnes of times: mostly they responded "We are sorry that we didn't meet your expectations" and other N.American bs. Spoke to them several times explaining how was it possible to seal the deal end of June and receiving coupons WITH SOME RULES and REGULATIONS (limiting their use) in the end of July ? And why is so such ridiculous split 100 x 200 and not 150 x 150 ? Lots of other questions. - They couldn't give me any reasonable explanation. Wrote them letter to their HOffice - still no response after 1 month of waiting. I seem to get the idea of ugly US business. Grab the $, pull some BS if client is kinda wonky for the deal and wash the hands. Would join class-action suit if somebody more close to their HOffice would challenge their dishonest practices. Paid for ticket and hotel which in fact I didn't need almost 1700$. Unfortunately, US arrogance and ### service still prevails. Watch of Expedia ! [protected]@gmail.com

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1:00 pm EDT
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Expedia.com false advertising

I just received an email from Expedia.com advertising a one way fare from Los Angeles to New York at $115+, book before July 28, fly before Dec 16th, one person. I clicked on the links to be led to their booking site and the tickets are all around $300. The Expedia.com rep said someone got there before me, "they go fast", which is also what appears on the upper right hand corner of the advert. This is a cover so when we call and complain they say the flights have been all booked up because "They go fast." I told the rep it was false advertising and would make a complaint. so here I am. The BBB is next...

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Expedia.com bad customer service

Dealing with Expedia.com was unbelievably wretched customer service nightmare, and by the time it was over I still had a hard time believing how horribly run Expedia is.

This is what I experienced when trying to book a Legoland “Expedia Extras” deal on July 13, 2009.

The following offer came up when I was booking a San Diego hotel reservation:

"Buy Adult 2-day LEGOLAND/SEA LIFE Park Hopper Ticket, get Child 2-day Hopper ticket FREE. This offer is effective for admission on the Two Day Hopper ticket from 7/1/09 - 9/30/09, with a discount on additional child tickets when you book by 7/31/09. Must purchase LEGOLAND® + SEA LIFE˙ Park 2-Day Combo Ticket on the Customize Your Trip page to qualify."

Below that, there was also an “Expedia Extras” offer for a $50.00 Visa gas card.

I completed my hotel reservation, and was taken to the offer page for the Visa gas card, which I also completed, but I was never taken to the “Customize Your Trip” page to get the Legoland offer. So I called Expedia’s customer service number.

This was the beginning of a total of six hours of phone calls to Expedia.com, by myself and by management and staff of the hotel I booked through Expedia, who also tried to help.

The main problem is that their customer service phone staff seem to be making up information as they go along. Over the course of these multiple phone calls, I received a plethora of different answers as to why I could not access this offer, most of which contradicted each other or the text of the offer above. Here is a summary of the explanations I received over the course of these numerous phone calls:

· “This offer has expired.” (Me: “but it says it doesn’t expire until July 31.” Agent: “We haven’t updated our web page yet.”)

· “The hotel has decided to discontinue this offer.”

· “Legoland has decided to discontinue this offer.”

· “I don’t see any such offer anywhere on our site.” (Two different agents told me this.)

· “You have to cancel your hotel reservation and re-book it again for a later date to be eligible for this offer.”

· “You have to book this offer at the same time you make your hotel reservation – it cannot be booked separately.”

· “You can get this offer by visiting the ‘Activities’ tab, it does not have to be booked in conjunction with a hotel.”

· “You have to visit Legoland on the same date as your hotel check-in date.”

· “This offer is only available with a two-day advance purchase.”

· “This offer is only available with a five-day advance purchase.”

· “There is no reason why you should not be eligible for this offer, and I will transfer you to customer service.” (I was then disconnected after a 20-minute hold.)

· “You are not eligible for this offer because it only applies to children ages two and under.” (Two different agents told me this.)

The only reason I was finally able to get the promised offer was through the combined efforts of the hotel management and the Legoland Guest Services office – because both knew that Expedia’s incompetence reflected poorly on them. Ironically, the only party that never came through was Expedia – and it was their company’s offer that created this problem in the first place.

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shmittycox
, US
Aug 31, 2011 3:21 pm EDT

Expedia is an unprofessional organization that needs lessons in costumer service. Recently I booked a four night hotel stay and had to shorten the stay to three nights, two weeks before the arrival day. I called expedia and they said they would have to cancel the booking before changing it, but I would have lost the space since the hotel was sold out with a wait list. I received a confirmation number for when I was to callexpedia back when I checked out of the hotel to get a refund of the last night. When I checked out and called expedia, they would not refund the last night because I checked out at 11:10am, ten minutes after their checkout time. Even with a tier two supervisor she would not back down, saying we had not freed up the room in time. The hotel was at 50% occupancy that day--it was not an issue. Because of this, I will not book anything with them again and do not reccommend them for hotel bookings.

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madmaxnmidnight
Chicago, US
Feb 12, 2010 12:21 pm EST

I also was rip off by Expedia. Call the call center in India and was quoted a price for a package trip. I went ahead and booked the trip. Next day I found out that they over charged me $125. No Customer Service Center refused to even try to help me, saying that it was my fault and would not help. And because it was over 24 hours I could not cancel trip. TOTAL RIP OFF COMPANY DO NOT USE.

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6:19 pm EDT
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Expedia.com unauthorized charges

My wife put together and booked a flight to Spain. Expedia emailed me saying that we had not paid for the flight and solicited another payment. When I recieved my Amex bill, there were $6000 in charges from Expedia. After getting lied to and charged twice, we researched the flight to find the actual price for the trip should have been less than $1500 thus we were overcharged for the trip by $1500 which is a complete rip off and just another addition to their fraudulent acts. This is the second time they had double charged me for a flight and I accepted the first as a mistake, but this is clearly an unfair and deceptive practice.

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Expedia.com unresponsible stuffs about credit card fraud

When I travel to Southeast Asia from Jakarta to Singapore, somebody used my credit card, it's purely a fraud; but expedia crews kept denying that fact and point the finger at me. They put me too long on hold to speak to their supervisor, it's totally NOT professional at all! For the price maybe expedia will give you a good deal but for such consequences, I rather go for other travel agent and have piece of mind.

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Expedia.com non refundable hotel

I booked 4 hotel rooms in Rio De Janeiro for the new year's holiday (12/26 - 1/1) at the Tulip Inn Copacabana. I had to book them with four separate itineraries because there was no way to specify the different bed configurations for multiple rooms in one booking. I read all the details of the first booking and simply repeated the process four times to book the four rooms.

Since making the reservations, our plans have changed, and we needed to cancel the reservations. Three of them cancelled with only a $25.00 cancellation penalty. However, the fourth reservation showed a cancellation penalty equal to the entire reservation -- $1, 472.50! After 90 minutes of time on the phone, I discover that one of the four reservations had a non-refundable / non-cancellation clause. This clause did not show on the confirmation screen (I'm told it was hidden behind a link called "Property Policies" on that screen.) Nor did it appear on the e-mailed confirmation that I received immediately after purchase.

When I look at my itinerary online today, you have to go through two links to find the non-refundable clause. First click on "Show Hotel Rules" and then click on "See Tulip Inn Copacabana change and cancellation policies".

I can't understand why 4 reservations, done the same way, in the same browser session for the same hotel and the same dates would have different terms of service. I also don't understand why Expedia refuses to try to help by at least making a request of the hotel. This time frame always books all available rooms in Rio, and the hotel stands to make more money by getting someone in that room who will purchase additional services while they are there, as opposed to keeping my money and having an empty room.

My company will not be using Expedia again for any corporate travel -- nor will I ever use them again for personal travel. I strongly recommend that you not use Expedia for hotel bookings.

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Weary-Traveler
, US
Jun 10, 2011 9:08 pm EDT
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I have just had an identical experience with a reservation through Expedia for the Austin TX Airport Hilton. When booking the room, several rates were shown as available. The REFUNDABLE rate actually showed lower than the posted NONREFUNDABLE rate, so clearly I booked the refundable rate. Like the post above, I spent about an hour on the phone with people in India before giving up and requesting a reversal of the charge through American Express.

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Expedia.com updating itinerary

Staggeringly incompetent customer service ! I'd booked a hotel reservation in Paris, France using Expedia.com for myself and my fiancee. To apply for our respective schengen visas to travel to France, we needed to submit the hotel reservation along with the schengen visa application. Since I'd booked it the itinerary only had my name on it under "Traveler Name" and I wanted to add my fiancee's name so she could submit the same itinerary for her schengen visa application.

Obviously the website didnt have any features to allow such changes so I decided to call Expedia customer support. I spent 20 minutes trying to explain what I wanted to someone with a weird accent who didnt understand what I was asking for despite me speaking slowly and clearly. For 20 minutes he kept saying that to CHANGE the name of the person he'll need to cancel and re-book while I kept telling him I did not want to CHANGE but I wanted to ADD the name of the second traveler.

Finally he got it, then he went off to talk to his supervisor and came back and said I should call the hotel so they could do it. I asked if that would make it show up on Expedia and he said no ! He didnt seem to understand that the whole purpose of me calling was to have a second person's name show up on the Expedia confirmation. And finally he said he couldnt do that in his "system".

It was extremely frustrating to get a simple request communicated. I am shocked that the most critical function of any business - customer care would have such incompetence. Expedia has horrendous customer support. I'm scared to think how it'll be if I am stranded during my travel on an Expedia itinerary and need their help. Hell with Expedia and the others (I'm sure they're all lousy) I'm going back to my travel agent. Atleast they have competent people I can talk with.

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11:42 am EST
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Expedia.com fraud and cheating

I received a $200 Expedia coupon from Expedia.com for travel taken in Q4 2008. It is good for a travel packaged of 5 nights+ air/hotel - must be booked and taken by end of February.

The coupon appears in 'My Account' but there is no way to redeem it. I've sent emails to customer service who refer me to the [protected] number. I've spoken with 3 people at Expedia.com who also couldn't apply it. I've held for supervisors more than 90 minutes on cell phone.

The policy is 'no one will call you back - you have to hold'. When I'm put on hold - I'm told 2-3 minutes. No one ever comes back.

There is no way to reach the CEO or other executives. The only number that Expedia seems to have is there standard 800 number.

I have to believe at this point that this was a fraudulent marketing promotion. I assume I could book a trip and then take them to small claims court for the $200 - but do I really want to do business again with a company that will not let you speak with supervisors, promotes a fraudulent coupon, and has essentially 'no' customer service.

I have never found a CEO that hides like this before. Obviously there is a known customer sat problem and he doesn't want to go near it.

A company with these business policies really should not be in business in my opinion.

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Jim O
rockwall, US
Nov 21, 2009 5:54 pm EST

How to reach expedia.com
On google, search expedia.com 10-k 12/31/2008 and you will find all officers listed on about the last page.

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1. Expedia inflated event ticket prices. Prior to booking my vacation package, expenses looked reasonable. My total bill added up to an enormous price after taxes and service fees. The event vendor site was selling the same tickets for the same event $15 less per ticket--without the service fees. 2. Expedia gave me tickets(vouchers which have to be...

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Expedia.com think twice before you buy an e-ticket from them

On April 18, 2008, I purchased two return e-tickets for travel to and from Hong Kong with my son during the summer time.

The first trip to Hong Kong was fine. But on the day of my returning to Vancouver on August 29, 2008, the airline (Air Canada)refused to check in for us because the travel agent (expedia.ca) had not fully paid for what they reserved the tickets for me. I had to pay them a difference of HKD2660 in order to get the flight as scheduled.

I have made a complaint to expedia.ca to ask for a refund of that money after I returned to Vancouver. Their responses were very poor. Yet I have not received the refund or any positive reply since I filed the complaint on July 29, 2008.

You know, I did not make any change to my flight scheduled.

I think they just want to deny their responsibility.

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Expedia.com My hotel was not booked, but I was charged

As I went to check into my hotel, in which I had previously booked one week in advance with Expedia, the hotel never received my reservation from Expedia and they had no vacancies. In fact, no one within 20 miles had any vacancies! When trying to phone Expedia, we ended up with someone in another country who could barely speak English, and could not understand my problem.

The next day I finally got a hold of someone who spoke English, but it took forever for them to understand the problem. They said they would credit my credit card, but could not tell me when except that it might take a couple of months!

Next time, I'll call a hotel directly instead of using Expedia!

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