Expedia
Reviews and Complaints

My wife and I spent two weeks in Florence Italy recently (Sep 2-16 2022), celebrating our 50th anniversary. Prior to the trip to Florence, my wife booked an excursion advertised on Expedia's website as "Tuscany by E-Bike from Florence" for which we paid CA $341.78. Unfortunately, the information subsequently provided by Expedia, describing when and where to meet our excursion guide, was completely misleading and caused us to miss the excursion. We contacted both Expedia and the excursion operator more than once to try to get our money back, but neither was willing to take responsibility for misleading us. To be clear, we feel that Expedia is responsible, as it was Expedia that advertised the excursion (as "from Florence"), received our money (CA $341.78) and provided the excursion confirmation and tickets ("vouchers"), the latter including misleading instructions for when and where to meet our guide to start the excursion. We are attaching copies of 7 pages of related documents (in JPEG format) that clearly show that we were misled:

* Pages 1-2 are copies of Expedia's website ad which attracted us to book the excursion ("Tuscany by E-Bike from Florence"). With that title, we naturally assumed the excursion would begin in Florence. If the ad had stated that the excursion would begin anywhere else (e.g., in Badesse, nearly 70 km south of Florence, as in this case), we would NOT have booked this excursion.

* Pages 3-5 are copies of the excursion confirmation, including date (Sep 7 2022), start time (9:30 AM), instructions for where to meet our guide ("Stazione Leopolda", a well-known bus stop in Florence), vouchers/tickets (see pages 6-7 attached below) and total price paid (CA $341.78).

* Pages 6-7 are copies of the vouchers/tickets which clearly instructed us to meet our guide at Stazione Leopolda in Florence (no reference to Badesse where, as we learned later, the excursion operator My Tour SRL was expecting us to show up).

In summary, we were at the specified Stazione Leopolda meeting place in Florence, from well before until well after 9:30 AM on Sep 7 2022, but no guide ever showed up. So far, Expedia has rejected our repeated requests for reimbursement, arguing that the excursion operator is unwilling to refund our money because they consider us "no shows". As far as we are concerned, the contractual relationship between Expedia and My Tour SRL is not relevant in this case. It was Expedia, not My Tour SRL, that provided the information that misled us and caused us to miss the excursion. Based on our several phone and email interactions with Expedia, it appears to us that Expedia staff were either unable (due to language and/or time limitations) or unwilling (policy or training factors?) to fully listen to or read our complaint explanations. They don't even seem to be aware that their website ad and vouchers for the excursion in question include misleading information. It is for these reasons that we decided to post our complaint through this Complaint Registration process.

We have been Expedia customers for many years and have never before had any reason to complain. This is most definitely and exception!

Here we are on Sunday trying to make changes to an existing book. Of course, it's the weekend and the office is closed. Contacted Expedia 1 800 to try to assist me with my concerns. The switchboard agent, as he referred to himself was not able to assist me with my concerns. I asked to be transferred, needless to say he had a bit of an attitude. Once I reached the Customer Service Supervisor, he didn't appear to have been provided the correct information. I proceed to explain what I was looking for. I complete understand it's the weekend, however, Expedia is available 24 hours to help customers. I was not able to get the help I was looking for and my trip will cost $1,500+ extra as a result of not being able to assist me.

The best part was when I asked to speak to a complaints officer or the ombudsman, the supervisor Jerry Morrison proceed to advise me, he did do not have that information and he would send an email. From a compliance perspective you are required to have that information available an provide it to a customer. Being a call center, this should be available and not expected a customer to search for the information.

Hoping to hear back from you.

First stay: No extra toilet paper, no tissues. The bottom sheet did not fit the king size mattress. It kept

pulling up.

Second stay: The drain in the bathroom would not let the water release we had to hold it up to release the water. This time we had extra toilet tissues and also a tissue box.

We have stay at many Hampton Inns in many states. We were totally surprised as to the stay we had. We understand the Lobby was getting work done. But it should have no paring with the rooms. Yes, we could have told the hotel about this. But someone was in the room all day.

We expect to continue to stay at Hampton Inn hotels. Just had to pass this on only because we were somewhat disappointed in this trip.

Thank you,

Helen McLiverty

Confirmation # [protected]/20 -1022 Thursday to Saturday

Confirmation # R376 [protected]/29 -10/31 Saturday to Monday

Passagier(s): DE LANGE/NATHALIE

Expedia.nl Reisplannummer : [protected]

Bevestigingscode van KLM: PQCUR2

Bevestigingscode van Virgin Atlantic: DSUIOW

Bevestigingscode van Expedia.nl: PQCUR2

Beste, ik heb wellicht geen commmunicatie gehad met Expedia. Maar ik heb via jullie een ticket geboekt bij Virgin Airlines en dit is een ramp gebleken. IK had een ticket op LHR met een vervolg naar JBG. Op schiphol kreeg ik geen boarding ticket voor de connecting flight naar JBG, geen idee waarom. IK vlieg dit traject al 20 jaar, geen idee waarom geen vervolg boerding pass, terwijl mijn bagage3 wel was door-gelabled.

I wrote to VA

Dear sir, madam

I wish to make a complaint about my flight.

KL1033, AMD to LHR on 3 Oct, 20.30

Connecting to JBG, VS 449 at 22.10

When checking in Amsterdam they only gave me a boarding pass for the first stretch.

No reason was given, but they told me I would get a boarding pass for the stretch to JBG in London.

My Amsterdam to Heathrow flight had a slight delay, but I made it in time to the gate.

I was told to wait before they'd issue my boarding pass.

Then, when it was time for me to board, I was told they would not let me on the flight.

I have no idea why, no reason was given.

And as it was late, there was no one there to assist me with what I was to do next.

They did secure me a seat on the flight to JBG for 4 Oct and told me my lugage could be collected at the conveyer belt.

There I waited for over an hour but no bags came.

And still there was no one to assist me on what I was supposed to do.

I Just got blank stares from anyone I asked for assistance, like it was quite normal that you Just get refused onto yr connecting flight and one should Just sit in the airport , around midnight, no lugage and wait 24 hr till the next departure.

I then went through immigration and organised me

an hotel for the night, close to the airport.

The cheapest option was the Sheraton at £ 200.

I also made expenses for transport to and from the airport. £30+£37+£7

And I paid £ 15 to store some hand lugage.

On the morning of 4 Oct I went back to the airport, to the service desk and again was met with the same blank stare, no assistance whatsoever. No one said, " sorry for the inconvenience, this is what happened, how can I help you...,"

Still no idea where my bagage was and no one advised me how to proceed and that I should contact you to claim damages.

So in all, it would have made a big difference that when something goes wrong with yr flight, you at least get an explantion as well as assistance.

I would now like you to advise me on how to get reimbursted for my expenses and compensation on the flight itself.

I now arrived 24 hr later and this greatly affected my itinerary.

Hope to hear from you soon.

Nathalie de Lange

Burg vd Werffstraat 12581SL

The Hague

The Nethetland

van VA\Dear Ms. De Lange 

------

Shokking reply

Thank you for your email regarding your recent flight.

I was sorry to read about the disruption caused by your KLM flight delay causing you to miss your onward flight with Virgin Atlantic to Johannesburg.

I was also disappointed to hear that there was nobody willing to assist you with what you were supposed to do next. I can completely understand how this would have left you feeling stressed and upset.

I can confirm that you were denied boarding for the flight to Johannesburg because you were late to the gate. I’m sorry if nobody explained this to you at the time.

Please be assured that your comments will be fed back to the relevant teams, so that we can make positive changes for the future.

As your flight disruption was caused by the KLM flight delay, it would be their responsibility to get you to your destination as soon as possible. They would also be responsible for any out-of-pocket expenses incurred due to the delay. Therefore, I would have to refer you directly to KLM.

Once again, I’m so sorry for what happened. I really hope this experience hasn’t deterred you from travelling with us again as we would love to welcome you back onboard in the future.

Kind regards,

Chloe Chapman 

Customer Care

Virgin Atlantic Airways Ltd

The VHQ, Fleming Way

Crawley

RH10 9DF, UK

http://www.virginatlantic.com

----------

My response

.\\Dear Cloe Chapman,

No, no, no, no.

You are sending me a very polite and understanding email, but at the same time you are telling me……..[censored] happens.

Go elsewhere with yr complaint.

I will not be send from pillar to post.

I made my booking with Virgin, From ADM to LHR to JBG.

If the lay over in London was too short, not my mistake.

I did make it in time to the gate, I was there. I have text messages on my phone communicating, proving I was there.

Funny thing is that In AMD they would not issue me a boarding pass for the connecting flight to JBG. No explanation given.

I have flown this stretch at least 20 times, never had this before.

Up to you to find out why.

It is true that no one explained what the problem was nor was offered any assistance.

It resulted in me waiting a long time for bags that never came and having to spend the night in an expensive hotel + transfer costs.

Even the next day, when I returned to the airport to the help desk, no help was offered.

Virgin sold me this ticket and is responsible for the whole journey.

If the lay over was too tight ( my delay was maybe 20/30 min), than there was something wrong with your planning.

Do not send me to another airline.

I booked with you.

And I was left with no explanation ( by Virgin), no help ( bij Virgin) and with costs of an expensive hotel, taxi fares and a messed up ititnerary in JBG.

YOU SORT ME OUT.

Regards, Nathalie de Lange

--------

as U see they are trhowing it back to me to sort out.

I booked with VA and it they made a mistake in the schedule of the lay over, not my problem. I was on time at the time and can even prove that with what's app messages I sent at the time.

I want restitution, for my expensice hotel, taxi fares, mising my itinerarru

and general inconvenience as all this happend after midnight.,

Hope you can help.

Nathalie de Lange

PS, I did reschedule my return flight.

On October 19, 2022, I purchased an airline ticket through Expedia (only because I had a credit and couldn’t book it directly through the airline). The credit was several hundred dollars but the final price of the ticket far exceeded the credit by several thousand dollars. I cancelled the ticket well within the airlines 24 hour full refund policy because I made a mistake in booking it. I called Expedia and spoke to a person. I never received a confirmation email of any sort from them at any time. I only found out that my card had been charged the full price of the ticket 6 business days after I cancelled the ticket. The airline issued me a credit the same day I cancelled the ticket but I can’t retrieve any information from them about the amount or anything else because it was booked through Expedia. I have called numerous times and have been told that I agreed to a credit for the full amount of the ticket which is not true. They refuse to issue a refund for the cash value of the ticket which was posted to my account 6 days after I cancelled it. (within 24 hours of purchase)

I was traveling to Turkey, I had booked a car hire through Expedia.com. My flight was arriving in the 4th of October. I did not see that the car hire company has store hours closing at 22:00. I contacted Expedia the 3rd of October asking if I could change my reservation, Expedia said they would get back to me. My rental agreement was through the company Sur Price Rentals (Antalya INT airport). When I arrived the noticed that the company hours were indeed closed. I had a two hour taxi ride to my hotel which I needed to pay for from the airport. I tried contacting the rental company the next day with no answer. This had me contacting Expedia asking if it was possible to cancel my booking altogether, again they said they would get back to me. I travelled back to Antalya airport while calling the Car company numerous times and finally got connected the 6th of October when I was coming to pick up the Rental Car. A man on the phone said he canceled my booking and I don't have a vehicle to pick up. This made me have to find a whole other booking and ask Expedia and Sur Price rentals for a refund of the money the was deducted from my account. About 3 weeks of hardly a reply I finally got an email from Sur Price Rentals saying Expedia must issue a refund and they have not taken any money from me. However, Expedia is saying they must get an approval from Surprice Rentals to issue a refund. This all seems like a scam. I notified them that I would not be able to pick up my vehicle inside store hours. I asked to change and cancel my reservation. I am now asking for a full refund for a service which I have not used. Please can we get some kind of accountability and customer service.

Avoid Expedia or it will cost you time and money. They trick you via their website into making a second reservation in order to pocket the $50 cancellation fee. It is just wrong.

As well, the customer service team via call or online read from a script of standard responses, repeat themselves at nauseam, really do not care about the customer and just wait for you to end the dialogue.

Again...Avoid Expedia!

I've booked with Expedia the last 10 years and never realized they were charging higher fees then the actual service your paying for. 10/22/2022 I looked for a hotel room at Staybridge Suites in Lafayette, Louisiana. One that is pet friendly. I find one on their site, that says Pet friendly. Booked a room for $161. 94. Called the hotel while I'm on my way, ask if there is an extra fee for pets, the gentleman said "we do not take pets here" I explained I booked through Expedia and it said Pet Friendly. He said "no, we do not take pets" So I then have to call and find a location where my pet can stay for the night. The cost was $50.00. When I get to the room, the signs say pet friendly. I asked and was told yes they take pets. I explained the call I made. Evidently the phone number that was listed with the room I reserved on Expedia website was to another hotel. I had no way of knowing that. Three days later I see a charge from the hotel I was at for $137.17. They accidentally charged me for the stay. My problem with that was Expedia always states they get the best prices. They charged an additional $24.77. I called Expedia to find out about the extra charge for the room and got hung up on twice. I was on the website for approximately 2 hours before I got a response. After I explained everything in detail, he stated he contacted the hotel and they were giving me credit for $137.17. I asked numerous times about the extra charge, he would not respond. Told me I could talk to a supervisor online, but he was going to say the same thing. Then I told him I was going to file a complaint about it all so I didn't need his time any longer. And I will never book with them again. The hotel was actually an awesome place to stay and I will be back, just booking my own room instead of using Expedia.

Airline confirmation: CCNDPW (Silver Airways)

Economy / Coach (L)

October 23, 2022

My daughter and her newlywed had fight return tickets and when they got to the gate.. 10 minutes from flight time.. the gate was closed and plane pulling out! Plane was supposed to leave at 110 pm, but already closed gates by 1 pm in Orlando, Fl! No one at the gate period to accommodate them. Had to buy two more tickets from Expedia for 400 dollars Plus a hotel room for , another $150! Tried to talk to ticket desk and no help there! Extremely dissatisfied with poor service!

I booked my entire trip to Lisbon & Spain through expedia.com. But my flight from SFO to LHR was delayed 17 hours so I would not be there to check in for my first night hotel. I called expedia immediately. They said they had to call the hotel for manager's approval. Now I am back from the trip & calling expedia again. They refused to refund me for the one night hotel which I did not stay.

Here is my annoyance w expedia. I paid them, they could have chose to refund me but they chose to be on the hotel side & refuse to refund me.

I work for a state government agency that is state tax exempt.

I have a person that stayed at the Motel 6 hotel in Jennings, Louisiana.

The Hotel would not credit the taxes. They said Expedia would have to do it. It is hard to contact Expedia by phone. I tried to call you several times at several different numbers. I tried to go online to their website but i get constant questions to prove that i am a human and not a bod. it never ends. I emailed them also at [protected]@expedia.com but I never got a response.

We are prohibited from paying taxes. Please tell me how I can get the taxes credited by responding as soon as possible, and PLEASE respond with a valid phone number so if this happens again, (I hope that it does not), it will be easier to reach you.

I purchased tickets on American airlines through Expedia months ago. When it came time to check-in I see that flights were changed, and I could not make those flights and when speaking to customer service with Expedia she told me I could be refunded for those flights because the airline changed things.

Flight was RDU - Nashville TN the 6th of Oct

But our return flight I cancelled as well because we ended up not going.

Flight was Nashville TN- RDU the 10th of Oct @ 2pm

I purchased the insurance on these flights because my husband is in the military and thing change so much and I would like my money back not these airline credits.

Itinerary # [protected]

Thank you for your help!

Reference: Reservation for RC Hengl

Comfort Inn Ft Collins North

Expedia Itinerary #[protected]

Comfort Inn Cancellation # [protected]

A room was books thru Expedia for a one-night stay, on Oct. 10 2022, at the Comfort Inn North in Ft Collins CO. Expedia posted a charge of $93.35 to my credit card on Oct. 7th at the time of booking for the full amount quoted on their web site for the room. On Expedia’s web site the room was listed as pet friendly.

Upon arriving in Ft. Collins and attempting to check in I was informed that I would be required to pay a $25.00 Pet Fee and an additional $25.00 because my dog was over 25 pounds. When I informed that that that was not listed on the Expedia site; I was informed that I could pay it or my reservation would be canceled I refused and they cancelled the room, Ref: Cancellation # [protected]. I requested a refund for the room and was informed that was not their problem and to take it up with my ”Third Party Vendor” Expedia. Nice way to tell you to go pound sand and don’t book thru Expedia.

I dispute the validity of the charge and request an immediate refund to my account. The la Quinta motel next door was the most pet friendly I have had the pleasure of staying at.

I purchased a ticket (booking number [protected]) during the afternoon of October 10th and paid by my VISA debit card. The ticket was to fly from Maputo, Mozambique to Lusaka, Zambia return - leaving early morning on the 11th and returning on the 18th.

I did not receive the confirmation or invoice before leaving for the airport early in the morning. Once there I was told there was no booking for me. I then had to purchase another ticket directly with Airlink, South Africa.

I have since received the confirmation mail and invoice and would very much appreciate you refunding my US$ 814.00 without delay.

Thank you,

Dinah Haslimann

We had booked a trip to Las Vegas from Athens, Greece through Expedia. The trip itinerary was Athens-New York, New York-Las Vegas and the same for the return. When arrived in New York we received a text message to check our emails as there is a change in our flights and a response is requested. We checked our emails and saw an email from Expedia (only) that said that the airlines changed our flights and in order to get to Las Vegas we had to go through Salt Lake City and travel in couch (instead of business that we had booked for the whole trip)! The email was clear that we only had two options. Either go to Salt Lake City or cancel the trip! And all this 1 hour before boarding to our original flight from NY straight to LV! We panicked of course and got really confused and frustrated! What the hell was that and why they made this terrible last-minute change? In the meantime, we receive an email directly from the airline that informed us that our (original) flight will be delayed for about an hour. Just that. No changes. Nothing else! So, we had to rush to the airline's counter to see what is going on! The airline knew nothing of this Salt Lake stopover and said they did no such thing. Our original flight was still on and we were still its passengers! So, you understand our confusion... As we needed time to clear all this up, then, we had to run to our gate in order not to miss our flight! All this made our travel experience just terrible and never wanting to book via Expedia ever again! What a misleading email, they sent! And when I talked to Expedia, they said that this email was just a proposal as our flight was delayed! So, they propose to arrive in our final destination 2 hours later than the original flight (with the delay)! I told them this does not make sense and additionally, the email mentions nothing of just a suggestion! It was very clear that we had no choice! The admitted in the end, after my insisting, that yes, the email is not as clear as it should be, but still, it is not their fault! I've asked for a compensation for all this trouble. No reply yet, but I do not believe I will get any...

I cancelled a reservation weeks before I would have owed some of my deposit per the "contract language" on the Expedia web site. Upon cancellation I immediately received an Expedia email stating my full deposit would be returned. Next day I get a partial return from the property owners. I ask Expedia to investigate, and they call the property owners who they charged me an administrative fee and do not do 100% deposit refunds at any time. Expediate told me too bad, I need to argue with the property owners. Expedia brings zero value added, they are just a middleman - con man front for customer service. I was put on hold for 90 minutes when I asked to talk to a supervisor, and I hung up after being on hold for 90minutes (yea stupid me thinking there is someone there who helps the traveler. From now on I will never use Expedia

i made a reservation for a king bed double room (not 2 king beds - but 1 king bed, and a couch/sitting area) at quality inn & suites for the dates 9/30 - 10/2. i paid in full.

when i got to the hotel i discovered that i was given a double queen room. i called john at the front desk who told me the only thing he could offer was a king smoking room. this was unacceptable. i showed him the reservation on my account page at expedia and he said expedia messed up, they do not offer the room expedia shows in the quality inn room choices that i reserved, and he was not in a position to offer a refund. (expedia uses the term double room - quality inn uses the term efficiency room from their website) i contacted expedia immediately - of the 2 agents i spoke to both used the same scripted answer to say that the hotel was firm on its cancellation policy and that i could not receive a refund. and “sorry”. it is obvious that expedia does not have customer protections in place when hotels fail to fulfil a reservation. this was clearly a bait and switch type of situation and i have been ripped off.

We rented a car through the Expedia website, using Sixt car rental; we booked on Mon, Sep 26 - Thu, Sep 29. The amount that was given to us by Expedia was $224.94. Unfortunately, when we arrived to pick up the car on Sixt, they said they didn't have this car available and weren't responsible for Expedia's mistake. The only vehicle they had was a Cadillac Xt6 that went for $447.63, which we had to take because it was almost midnight, and my whole family had to leave because of Hurricane Ian, and we had no choice.

I want the difference in the amount paid because Sixt Rent a car said they are not responsible for Expedia's error.

I tried contacting Expedia customer care to refund me my money back, but I can't talk to them.

Confirmation #[protected] and the Itinerary # [protected]

On September 30 we arrived by car at the Barrington Hotel in Halifax. The road was under construction.

Expedia sent a message from the hotel about how to navigate the streets but I did not receive it until we were here. The Expedia ad for this place said it had valet parking. Apparently they haven't for 3 years and Expedia had been informed.

Parking was in a separate building with a complex path to return to the hotel lobby involving stairs as well as concrete floors and an elevator. John has COPD and had to use his rescue inhaler twice getting to the lobby. I have had knee problems for years but, as long as I don't lift and carry anything too heavy I'm fine.

Today we are still recovering.

I did phone from the parking garage but the young woman at the front desk did nothing to help us.

However it was misleading advertising from Expedia that caused the situition.

This situation was caused by Expedia according to the Hotel manager