Expedia
Reviews and Complaints

Tonight--June 18, 2018, Just seconds after my reservation went through I called Expedia to inform them the dates were wrong. I did not plug in the dates that were entered as my reservation--the screen refreshed or to today's date. When I called I spoke with someone who called the hotel to change the reservation. After waiting several minutes, the expedia employee told me the hotel wouldn't change the dates and I would be charged $79? fee but they could cancel the reservation made minutes before. The hotel didn't even have the reservation yet! I told Expedia, if they cancel this and charge me when it I believe it was the system's error--I won't pay it and I won't use Expedia. This is terrible customer service.

I have booked flight or trip with Expedia so many times before. I do not use Expedia any more because if something went wrong, it did not go anywhere to get it resolved.

I booked a flight from TPE to KMT in Feb, 2018 for flight on Sept 10, I specially spell out my name for booking the flight but Expedia somehow using my wife name which I did not provide, for the flight ticket. I did not know until I got a phone called from Expedia and give me an email address to sent a copy of my passport to get name corrected. I did as what Expedia said and did not get any status of the name correction. I emailed again go ask for the status of name correction and still no answer and the problem still not resolved. I called and email Expedia, what they did is provide me a phone number of airline to call. I called the number and airline said they are unable to do the correction and provide me another number in Philippine . When I called that number, it is an answer machine keep repeating the message.

I emailed Expedia again but they don't response anymore. The flight ticket still with wrong name.

Expedia is the worst. I had a trip to Miami for my fiancé birthday and decided to order a car. Once getting to the Hertz rental agency we decided not to get the car since we didn't need it. I called customer service and canceled the car which prompted in a return of 30 dollars. In mid conversation I informed the rep that I no longer had the card on file and asked could the funds be processed to another card. She replied no but I can note the account to have a check issued. Then the next day I received an email stating expedia processing the funds to same card that I told them I no longer had.

When speaking to the manager he informed us that she never noted the account and told us wrong information. This company records calls and want to play the secrete game when it comes to their reps giving wrong information. I will never come back and will tell everyone to shop other places for travel. Your company needs to provide training to your employees to stop them from providing wrong information. Would explain why you have a lot of dissatisfied customer.

To whom it may concern,

As per our previous tele-conservation, I believe the booking make from my credit card end with 0495 is miss-use by someone. I have not make any booking through the mentioned credit card. It supposed to provide the otp which bank send in to my phone. why can expedia accept this transaction without my otp. Have also report to the credit card issue bank to suspend the transaction. Hence, I hope your end can also pay attention to this case if the bank unable/late to block the transaction.

Booking reference # [protected]

My husband booked emergency flight plans due to the sudden death of his sister through Expedia. The itinerary on the screen wasn't what was booked, it changed when he made the payment AND he paid the "change" fee as well. When he contacted Expedia he was informed there would be a $200 per person change fee. We ended up booking the flight through an airline AND loosing the Expedia booked flight! When I attempted to contact Expedia about this issue, the itinerary number and login info doesn't exist! What a SCAM! I'll be contacting their legal department to have them email me the actual disclosures, but every time I've called the call hasn't gone through. In the mean time, I'll be posting this on the BBB, Yelp, FB, Instagram and any other platform I can, including the media. To prevent one other person from going through this horrible experience with Expedia will be a win! Expedia, you are unethical and a scam!

I booked a hotel and rental car through Expedia. My plans changed and I needed to cancel the hotel, so I called Expedia who then proceeded to cancel the rental car in error. When I called back to have this corrected, I was told the rental car would be $4000 from the original $300. Expedia was supposed to change the hotel date as I could not cancel. Did not call me back, put me on hold numerous times and hung up on me.

My family and I took a vacation from March 29, 2018 through April 5, 2018 to the Bahamas and stayed at the Royal Towers at the Atlantis. The hotel offered pretty much every amenity we could ask for. However, when I received an email from Expedia a couple of weeks before our trip with a list of different excursions, we noticed that the "Blue Lagoon Beach Day" through Dolphin Encounters, Ltd. offered something that my kids always wanted to try and that was an inflatable waterpark. My kids couldn't wait, so I paid the $245 extra dollars to book it. I am attaching a photo and description from their website.

On April 2, 2018, we arrived at the boat to go to the island, and got our passes and boarded the boat. Upon arriving to the island, my kids faces fell as there was NO waterpark. As soon as I got off the boat, I immediately went up to a worker on the island and asked her where the waterpark was and she proceeded to tell me it was down for "safety purposes". Naturally, I immediately complained to her and told her I wanted a refund. She had a handheld radio and told me she would see what she could do (I figured she was calling someone) and walked away with it and never came back. I stood there for 20 minutes waiting for her and I asked another employee and he told me he couldn't help me. There were about 200 people on the island and I could not find her.

When I returned back home, I called Expedia on April 6th explaining the issue and they said they would look into it and get back to me. They never called me back, so about 4 days later I called again asking to speak with a supervisor who after one hour of waiting got on the phone, empathized with my situation and said I should be expecting a refund. Of course, I never got the refund, so I contacted Expedia again for the third time about a week later and they stated they spoke with Dolphin Encounters who admitted the inflatable park was down and that we were given other options prior to the excursion which is a complete, blatant lie. If that was the case, we would have opted to cancel. We were not advised either orally or in writing prior to this excursion about the waterpark being down, nor could they prove anything. Expedia, for some reason, was not standing by their customer, but rather this lying, deceitful company! Of course, they denied my refund request. They want to keep my money without any basis. Do you know how much money this company saves by not operating this waterpark? In any case, I am attaching emails back and forth between Expedia and myself saying that I was "assisted with my refund".

Bottom line is we were not offered the goods and services as advertisted that we paid for! The inflatable water park was THE ONLY reason we booked this trip. Everything else that was at this island, we had at our hotel and I would have saved $245!

I have gone back and forth with Expedia and to date, they have not refunded my money. I want a refund in full!

Hi there
I wanted to file a complaint regarding my overall experience with expedia. I used you guys for the first time and booked a hotel and flight package thinking it would be a good deal but did not think I would ever have to experience such horrible customer service. I booked a connecting flight with you to vegas from vancouver roundtrip. Our first flight was delayed and no one at the airport was helpful or even notified us of what was going to happen, our delay caused us to miss our second flight to vegas which in turn caused our two night accommodation to become really one. I had asked if there was anything could be done to reduce my hotel costs but hotel couldn't do much but keep our reservation. I then asked if you guys could do anything for the like a voucher or something to compensate for the loss of the hotel night I didn't even get to stay in. The answer I was given to me was "well the airline looses money if they are delayed so they can't hold your flight for you and we wont want the hotel to lose money because your night has changed so we cant do anything for you" is the answer I got. How is any of this my fault? So instead of caring about your customers you'd rather make airlines and hotels happier who already, make money buts alright if your customers loose all the money they invested in you. I get delays aren't your fault but if your selling an airline you should take into factor whether they are even helpful and the lack of care and compassion from you guys was horrible. I was on the phone with customer service I got no help from first two calls they went to transfer me then the phone went blank. The third call was also no help and told me nothing could be done fourth time I got hug up on by the supervisor. I am highly frustrated and all I want is a little compensation with the amount of money I invested in. Based on what I heard about past experience versus what I experienced is very different and very disappointing and I don't feel like expedia should be recommend if this is whats going to happen for first time bookers. I'm sure you make money all year long it baffles me as how you can't even provide some sort of compensation to customers.

Using Expedia.com website, I have booked a cruise trip Itinerary #[protected] dated Jun 16, 2018 - Jun 23, 2018 (7-night Mediterranean Cruise from Genoa (Roundtrip)) Travel Guard Policy # [protected] and Booking # [protected].

Booking time: June 5, 2018 @ 17:40
Cancellation time: June 6, 2018 @ 00:39

Cancellation Req: Cruise:Change & Cancel - Case ID : [REQ:M-[protected]]
as per auto-reply received from [protected]@customercare. expedia.com, my request shall be processed within 24-hours. However, no action was taken.

I made a call on June 7, 2018 to follow-up with the request. Two calls lasted for more than 40 minutes with no progress.

today, I called the same number, spoke to the supervisor who told me that 100-penalty will be charged due to the fact that the cancellation request was not processed within the 24-hours!

So I am expect this message can clarify my position with supporting documents attached. Using Expedia.com payment and cancellation done in less than 10 hours and in this case full amount should be refunded.

Thx
Munasif
muh. [protected]@gmail.com

+[protected]

We booked a hill side resort through Expedia.com on the 16th of April 2018 before peak summer season for my mother's 58th birthday. We were charged immediately at the time of reservation the amount of $1165. The price was for an executive cottage at the hiil side resort in Pakistan. Closer to the time of departure on the 7th of June we inquired from the hotel about the rooms and the manager of the resort categorically expressed that "There was no reservation made by expedia", and the hotel was fully booked for a corporate conference in the days we had booked. Upon relying that to the Expedia helpline, we have received no update on the matter. Not a word in their email except an automated reply.

I was at the air canada count at 2:25 and got the boarding pass.

I was at the airport at 1:20 pm but at the wrong terminal as air canada online check-in ticket dint specify which terminal it was.

I had all the options to take the alternative flights to reach india but expedia india has blocked its tickets and was not available at the time as your operating time is 8 am to 12 am ist.

Air canda could have arranged me to take alternative flight but they could not make any changes to this ticket as expedia has blocked it.

Ideally speaking "expedia india" should be termed as "no show" when needed to make any changes.

I spoke to lufthansa and they could have arranged a direct flight to frankfurt and continue my flight back to india as I had 6 hrs of lay off at frankfurt.

Lufthansa again mentioned that I need to speak to my travel agent to make any changes. I was at the airport until 6 pm trying to get this sorted but since you were not available to make any changes I could not make it to india.

We booked a flight on Air Asia on Jan 18 2018 from Bangkok to Luang Prabang. We were charged $70 for an insurance fee that we did not request. We immediately contacted Expedia and you sent us an email stating that you would refund us a credit of $70.
We have never received this $70 refund.
The refund receipt # [protected].
Our email address is [protected]@HOTMAIL.COM
The credit should have gone to our visa act ending in 9282
Please find copy of your email below:
Please resubmit this refund.
Thank You
Robert Klein

Expedia.com
Sun 4/8/2018, 5:12 AM
You;

We're writing to let you know that we've processed your refund.

Refund amount: USD 70.00

How you'll get your refund:
We'll apply your refund to
Visa ending in 9282
Cardholder Name: Judith E Klein

When you'll get your refund:
We processed your refund on January 14, 2018.
Financial institutions may take up to 15 days to post the credit to your account.
Please contact your credit card company or bank to check on your refund status.

We look forward to helping you with future travel plans.

Sincerely,
Expedia

Please do not reply to this message. This email was sent from a notification-only email address that cannot accept incoming email.

I booked a hotel on April 27, 2018 through Expedia.
Hotel overview

Econo Lodge Malden
321 Broadway, Malden, MA, 02148 United States of America
Reservation dates
Apr 27, 2018 - Apr 30, 2018
Itinerary #
[protected]

I was also charged by the hotel. I contacted them when I discovered this and got the run around how they could not see that I paid through Expedia and to call back. I called back and they said someone would get back to me. No one did. I called back a couple more times I got nowhere. I tried Expedia and got a recording and could not talk to a person to explain the situation. I called my credit card to get it straightened out and they were requiring more and more information because they could not believe this would happen, I guess. I had to spend hours on the phone and lose time from work to handle this situation. I tried Expedia again and finally figured out how to talk to a person and after being on hold for over an hour and a half and getting to talk to July, Ann, C.J. I had to continue to ask for a manager and got the run around and was put on hold. Finally I got Regina, she offered me $100.00 credit back to my card. I do not think this is enough for all the time and aggravation this issue, that has been going on for over a month, has caused me but I was told that is the most she could offer and I could not spend any more time on the phone dealing with this terrible experience. Dealing with this has wasted a lot of my time that I can't get back and work I had to make up and stress and aggravation by the poor customer service, I was provided. I think management at the company should be aware of this and should do something about it if they value customers like myself. I hope this gets to someone that cares enough to do something about it.

Paul Ceruolo

Dear Expedia,

Thank you for your help. Unfortunately we have had a very bad experience with Wow Air having booked our flight and car with yourselves.

This is the email we have sent them and would appreciate your assistance or advice as we did make the booking through Expedia, as we usually do.

Best wishes,
Kellie Williams

Dear Wow,

Thank you for finally booking us onto this flight .

As a result of these unacceptable circumstances we will miss a wedding that we have traveled around the world to be at. We have already lost two nights of our dream holiday that we have saved a great deal for and are so upset.

This is the worst traveling experience we have ever known .We were sent from London Gatwick to Iceland and then on to St Louis having been assured of a flight to San Fran last night. As it was we arrived in this part of America and nobody was expecting us or could access the Wow systems -All the new Wow rep could do was give us a customer service card to ring . Us, along with many others, were up and on hold all night without success. We were shuffled off to a hotel without any food options, having been traveling for around 30 hours (with no food on either of the WOW planes ) and once again being wrongly assured we could eat at this hotel while on hold to Wow.

We have had to cancel a hotel last night, in Sacramento and will not make tonight's hotel either, and are currently trying to change our car hire as they have cancelled our booking as we failed to turn up in San Fran. Even worse We will also miss a wedding that we have flown around the world for (I am chief bridesmaid) and spent a year saving for.

Further to this, the journey is not even over and we do not trust that these new plans will be successful such is our experience with Wow so far.

We will be vehemently pursuing on an ongoing basis until we are satisfied that suitable compensation will be given for a dream that has turned into a horrific experience because of WOW .

Please log this as the start of a formal complaint and reply giving us a complaint reference so we can continue the dialogue. As an absolute minimum we will be seeking a full refund for all flights and other financial losses .

Kellie Williams and Paul Stanton

On Fri, 1 Jun 2018 at 07:44, WOW air wrote:
##- Please type your reply above this line -##
A request nr. 451406 has been created for you.
Please respond to this email if you have any additional comments.
Best wishes,
the WOW air service team

Ak[censored] Sharma (WOW air)
Jun 1, 12:44 UTC

Dear Guest,

This is to inform you that your flight from STL-SFO has been booked with SOUTH WEST AIR LINES.

Please find below the details for your flight,

Booking No : JJNMET
Departure Time : 16:10 PM
Arrival Time : 20:15 PM
Flight No : WN1768/1783

Once again we would like to apologize for this inconvenience.

Kind regards
Alk[censored] Sharma
WOW air

[8DZE8Q-V4EO]

Sent from my iPhone

I have used expedia for my travel company for years and I am very disappointed in you now that I need your support. Everyone knows about the volcanic activity in hawaii and the terrible air quality. I no longer want to travel to hawaii because of a risk to my health. Expedia is refusing to give me a full refund without penalty. I will take legal action if needed. I refuse to travel to a place that will put my health and safety in jeopardy. Expedia itinerary number: [protected].

On May 28, 2018, I made my first call to Expedia in response to Expedia's email that I/my husband should call expedia's 1-[protected] due to some expedia-initiated changes in our flights to & from Seattle (WA) to Whitehorse (CA from Nov.4th to 9th, 2019.
My first call was suddenly cut off, so I called again, and a rep named "Troy" took my call. He was clear in explaining to me the changes and the options that we could consider. He was also patient in listening to & clarifying my questions until we both came to an aggreable option. He then put me on hold so he could confer with his team about the option or new itinerary that we he and I agreed upon. After conferring with his team, he told me the new itinerary we came up with was okay. I asked if I will get a confirmation via email. He said, "of course. Please give me the address you want me to send it". I give him both my email address as well as my husband's which is on the account. Two (2) days passed, and no confirmation on my email. So, I called same Expedia #. This time, "Nora" took my call. We went through the same conversation. After she clarified what "Troy" and I agreed upon, she put me hold to confirm if the new itinerary is ok. When she came back, she said that it's ok, so she will transfer me to someone who will do the confirmation. At that rpoint, I was upset because I'll be talking to another person and rehash the same conversation, Nora said she has to pass me on to another rep wo will take care of the confirmation. What the heck! Anyway, this guy "Ben" comes on the phone and tells me that he needs this & that so he could cofirm my itinerary. I gave him the information he needed, we clarified the new itinerary again in order to be on the same page, then he said he will put me on hold while he checks the itinerary. For heaven's sake, again. But, I waited and still waiting ow, an hour long already, but tis has to stop. All I want now is a confirmation from Expedia that our original flights from Whitehorse to Seattle is changed (as aggreed upon by me & Troy & confirmed by Nora to be reconfirmed by disappreared-Ben) to: departing Whitehorse on Nov. 9 at 5:30pm (Air Canada) for Vancouver, then connecting to a flight for Seattle from Vancouver on Nov. 10th at 1:00pm. We are willing to pay our overnight accommodation in Vancouver on Nov. 9th. The other option offered by Troy was for us to stay one more night in Whitehorse, then depart very early in the morning for Vancouver and catch the Seattle bound flight at 1:oopm.
This is all that I'm asking now: a confirmation of our revised itinerary via email
I cannot understand why this has caused me a lot of time and frustrations when clearly, the need for revising the itinerary was not our fault.

Hello my name is Ata Calli, ı am from Turkey and came to La for holiday. On 17th August 2018 ı wanted rent a car from HERTZ company which is located in 2830 W Olympic Blvd, Los Angeles, CA 90006 via EXPEDİA. Itenary number is [protected]. And confirmation number is H66908926B0... And ı thought ı did it. I stay in Marina Del Rey and got a taxi and spend like 100 dollars to reach that hertz corner. When ı arrived there ı welcomed very badly and rudely that they dont have any car in their stock and they told me to wait till anytime they dont know. When ı asked them why they answered me like go and ask expedia why (the manager told me exactly like that!) Then I immediately called so called Expedia Customer service. I tried to reach a person and ı talked on the phone more than 120 mins uncut! At the End they told me Sorry and they immediately send my 900 dollars back for insurance payment and will give me 200 dollars stay in for their mistake! But NON of them happened! I spend 100 dollars for taxi and 650 dollara international phone bill! And my all they to take that stupid car! And plus they took my 900 dollars for nothing! And plus they didnt give any free stay in! Can ask u a question? What are u guys after?!

On Friday, May 25th, 2018 at approximately 8:48 am [Jamaica time] I called Expedia.com to book a new flight and have a credit applied to that purchase [ Credit was obtain from a rescheduled flight from last year September 16th - 24th, 2017], Expedia.com had me on the phone for over 4 hours trying to meet my request, at the end of the 4 hours long conversation I was told to pay US$243.59 after the credit was applied. My card information was communicated to the Supervisor and my visa card was then charged.
On Sunday morning, May 27th, 2018, I was checking my email for a specific email when I saw that Expedia.com send me a email. The email advised that my ticket was cancelled, I did not request a cancellation or cancel the ticket myself. Expedia.com was contacted again [at 7:38 am] and this time I spend 44 minutes where I was placed on hold and then disconnected, no one called back to advise on the status of my ticket request.
Later in the day of Sunday, May 27th, 2018 I had to call back Expedia.com to get an update on my ticket update, the young lady on the other end of the line charge me another US$243.59 after a 2 hour call, however 1 hour later another email cancellation was received from Expedia.com.
Another call was made to Expedia.com and at 9:51 pm [Jamaica time], I have been on the phone holding for 1 hour and 35 minutes to get my ticket corrected, I'm still waiting while this complaint is being logged.

We just had a terrible experience with expedia on may 19 2018.

We booked and paid for la quinta near philadelphia international airport ten days before through expedia mobile app. However, when we tried to check in at 11pm, we were told that the room was double-booked by expedia.com and not available. The hotel staff claimed that since we paid the money to expedia instead of the hotel, it was not their responsibility, so we called expedia for help. Spent more than an hour over the phone, the staff of expedia helped us to book a nearby hotel called hampton inn but when we drove there we were told that the hotel was double booked again and not available either. I called expedia again, after fumbling for another 30 minutes, the guy on the other end of phone line told me that he did find another one and would cost $8, 000 per night. Is this a joke or an insult?

By then, it was already 1:30am. I searched expedia myself, and found winsor suite had 2 rooms left, so I booked it. However, having been burned twice, I called them before I drove over. I was told that there was no room left, so I cancelled it 10 minutes after I booked it. Expedia told me that there was no refund.

As a result, we spent over two hours calling expedia staff back and forth, but they couldn't find a hotel for us. Finally we had to sleep in our car for a night.

We still cannot believe what happened to us until today. We have been using expedia for more than 10 years. Expedia failed us and treated us badly this time. I wrote an email to ceo and some managers. I have not heard from anyone.

Now we really question about expedia's business model. It feels like a fraud. If a customer booked and paid a hotel room or flight ten days ago, and he could be denied when he arrived at hotel or airport, what is the value of using the service? Refund does not solve the problem. What about the damages caused to customer's business or even physical health? If it were winter and we had to stay in car for eight hours, we would sue expedia.

Unless this is properly explained and resolved, we will not use expedia service in the future. When other people hear this story, I am sure they will come to the same conclusion.

Never again!... Will I use expedia. However, I will be sure to inform everyone I ever speak to that they should permanently avoid expedia. I recently booked a nice hotel on a private beach in huatulco mexico. After a 2 hour taxi ride, I arrived at the hotel only to find it closed, locked, and unresponsive to phone calls. I called expedia who was also unable to reach the hotel via phone. The only option expedia gave me was to cancel the reservation and request a refund. After a week or so, expedia emailed me and said my request was denied and "due to their contract with the hotel" they could not assist me any further (I fail to see how they assisted me at all). I asked if they would, at the very least, remove this hotel from their website. They said they might?
Obviously, expedia is not on your side. They are far concerned with a few dollars booking fee then actually helping customers who have legitimate concerns. I'm still shaking my head on how a hotel can a) close down when they have pre-paid reservations and b) not inform the guests or answer their phone. Best of all, refuse to refund the fee?
In the end I simply disputed the charge and was given a full refund by by credit card company.
The motto of my story, expedia is ok for possibly finding a decent price, but do not expect any help if things go wrong.
I highly suggest booking.com who i've had great experiences with.