Expedia
Reviews and Complaints

July 7th 2017
To: Expedia,
Formal complaint regarding lengthy delays and poor customer service – Alitalia flight

My name is Eran Bineth. My family and I (3 members all together, one of which is a 3 year old baby) have traveled with Alitalia to New York via Rome and back. I must state that I have never encountered such a poorly planned, executed and inhumane return trip – and hereby submit my detailed complaint.
1. The July 7th AZ 603 flight was scheduled to leave at 18:05. We arrived to the airport 3 hours before flight, waited on queue for over an hour just to learn that the flight is delayed to 21:30, and further again to 22:30. We were finally admitted and re-assigned new transit tickets – AZ 803 flight from Rome to Tel-Aviv (scheduled to leave at 14:35) instead of the original AZ 806 flight (scheduled to leave at 09:30)
2. Nobody has informed us of the delayed flight even though staff was aware of it more than 3 hours before take-off. Furthermore, the aircraft stayed on track on its passengers for another two hours before taking off, amounting the delay to over 6 hours!
3. The flight finally landed July 7th 13:55 Rome time. Due to the later arrival, we hurried to our gate to catch the AZ 803 flight, arriving just before final boarding and witnessing more than 10 passengers boarding the flight, while we were refused! We later learned that our seating assignments were resold, and while 11 seats were still unassigned in the aircraft, we were denied boarding and referred to transit gate.
4. At transit gate we were offered the AZ 814 22:30 flight to Tel-Aviv, which implied 13:30 hours after the scheduled flight and 08:30 hours waiting time in the airport. Nobody was open to hear about the waiting time we have endured in NY or care that we are traveling with a baby that could not endure this additional delay, and thus we were refused a hotel or even a lounge (I am a Sky-team member), despite the strict IATA customer service regulations. The staff was rude and also not willing to assign us to the Arkia IZ 5390 17:55 flight from Rome to Tel-Aviv !
5. The flight was further delayed and left only around 23:10, amounting a total late arriving of 13:40 hours and overall waiting time in airports of 14:30 hours!
In light of the poor service and the extremely long delay, I believe your response and the maximum compensation defined by airline regulations is in order.
Eran Bineth.

I booked a trip on Expedia, a few hours later Expedia showed the exact same trip $200 lower. I applied to get the difference using Expedias Price Matching link.
It was rejected as follows, "Thank you for contacting Expedia regarding a Price Guarantee claim on itinerary . Our records show that you booked your package reservation on June 14, 2017 and you submitted your claim on the same day We are unable to process your price match request since you did not submit your claim within 24 hours of booking."

I found the lower price within only a few hours and reported it shortly thereafter!
If I have to report it within 24 hours, reporting it on the same day is certainly within that time frame.

Requests to Expedia to review their rejection have gone unanswered.

I booked a 7 days stay for 4. When we arrived we were placed in a room that had strong mold smell. I went back to the front desk and requested to be tranfered to a different hotel. They offer me another room which I asked to see before acept. The first room was 0136 and the second, and without mold smell, was 3085. I decide to stay. Second day saw a croakroach, third day I kill 6 and went back to complain. The front desk send staff to put a roach speay what forced us to stay out of the room for purs because we two small children and a senior. Roachs still shieing up.
My 68 years old mom started with stomach cramps snd diarrhea on 3rd night, mine started on the next night. We had just arrived back in US and my 5 years old had same symptoms.
Rooms didn't have robs, pool towels were ofter stained. The specialty restaurants, beside the Japanese one, were way under a 5 star hotel. The main restaurant only have a few decent food choices, with a lot of low quality food. Desert were plenty but most has no taste or a sout taste.

We didn't leave the resort. I never seen anyone vleaning the pools. The animation underdeliver during the day compared to other Caribean resort I gsbe stay. Last day the beach was with at least 50 feet of continous seaweed that was only cleaned the next day, knowing it has been a problem the resort should be prepared to clean right away. Last it was first All inclusive beavh resort that did not have becah service for refreshemnts and light snacks at the beach.

Very disappointed in my first stay at a RiU hotel, worried with our health and hopping we didn't get anything worst than diarrhea.

I have booked a flight itinerary number [protected] on May 20 and cancelled the flight on May 21st. I was supposed to receive a total refund of my tickets as the cancellation was during 24 hours. The airline has refunded my money but Expedite charged me almost $150 that never came back. I have sent emails many times and each time they would say that the money should be refunded but that never happened.

I reserved a reservation at a Super 8 motel in Wichita, Kansas for 2 nights and paid for it through expedia.com. However, when I went to the place to check in they then told me they required a $50 deposit on a credit card that would be refunded upon check out. Not having the money to do this I told the front desk person that I would have to go get it and would be back. Finally after spending a few hours finding the money I returned to the hotel to find out they had cancelled due to taking to long to return and check in. I then called expedia who informed me it was a non refundable booking and would not help me. So the hotel gets to keep the $90 for the 2 night stay that I didn't get and had no say it the cancelation.

On Sunday 4th of June 2017 around 10am we (me and my partner) went down to Alpine Motel in Cooke City to inform the manager that we would arrive at the motel around midnight, and to ask if we could already make an early check-in. She assured us that we would be able to enter our room with a key deposited in an envelope in the post box.
When we arrived that night, we found no key in the post box (I have a picture of the empty box as proof). No one was there at the reception. We had to look for almost an hour to find a place to sleep since most motels and hotels were already closed by that time. This was most inconvenient. We eventually found a motel nearby where we could stay after we woke up the receptionist.
The day after, I went complaining at Alpine Motel, demanding the reimbursement of our booking and the payment of our room in the other motel. The first employee explained that I had to contact the online agency to authorize the restitution. Subsequently, the manager appeared and paid for the room in the other motel. She also promised to take care of the restitution of the booking ([protected]).
Given the previous examples of erratic management, I have sent this email to make sure that she delivers on this promise and I hope that I can hereby help to authorize the reimbursement of the prepaid 115€.

I was billed for a reservation booking for which I never received confirmation. I was billed by the Best Western in Silicon Valley located in Sunnyvale, CA for a night on June 16th/2017.

I received an email on the 15th of june regarding this reservation, itinerary # [protected], that I never made. My trip began on the 13th of june so I was not able to see this email on the 15th of june.

When was this reservation booked? Why did I never receive a confirmation email of this reservation? If I would have received a confirmation I would have been aware of this reservation.

I request a refund for this error.

I bought a multi-destination ticket on Expedia, and I wanted to change some of the dates. They insisted that they weren't charging me anything that Air Canada wasn't charging, but in order to change the dates, the ticket price went up by about $600. I thought, well, then I will just cancel part of the itinerary, and was told then that I would need to 'reprice' the ticket for that day. They did so and once again, with that one ticket now GONE... not buying a new ticket on a different day, but literally cancelling one ticket, the price went up by... you guessed it, about $600. I called Air Canada to see if there was any way they would let me just forfeit the ticket without losing my entire itinerary -- they said no, but that I should be able to 'reprice' it today without that ticket and it was actually cheaper than when I originally bought it... cheaper by about $200, but they couldn't do it because it was bought through a travel agent. I called Expedia back and they once again said that it was $600, and that the person at Air Canada had basically lied to me (which... i actually spoke to two different people at Air Canada who gave me the same price). I asked to speak to a person above the person I was speaking with, and ... I have now been on hold for an hour. The music turned off. It went to beeping, and then silence and now the music is back. They are ignoring me.

I brought a tickets from the Expedia and then I cancelled it!
And I asked for the refund on the date I was cancelling it and the service agent told me to wait for three months and
The agent also promised me that they had talked to the airline for the refund of the full amount...

After I waited for three months and I didn't receive any refund and when I called again to the Expedia and another agent told me that they didn't do the job and the previous agent lied to me!

Please help me with this!
How can the Expedia agent like this?

Iterniary number- [protected].
I Made a booking for the grand burtstin the images looked amazing. We arrived and it wa horrendous. Trivago changed us to a best western hotel for an additional cost of £15.
There has been two payments taken from my bank on for £69 and the other for £89 I am confused to why this has been done.

We arrived at the second hotel after speaking to Trivago for over 2 hours at this time it was around 8pm we checked in. This hotel didn't look much better scaffolding outside but we just wanted a bath to then go out. Well we go to the room folded back the sheets and there was short and long hairs. I brushed these off before my partner see as he was already (picture was taken)demanding to make the trip home. I was desperate for this not to ruin the trip however when we visited the bathroom it was grim black dirt in the bath. Mould on the soap holder and hair in the plug.
We did not have a shower or bath despite are long journey. The door would not shut propelry and the curtains was to small for the window.
Please recommend what I shall do

Dear Sir, Madam,

My name is Emilie Ghio, I live in Cork, Ireland. I am contacting you regarding a mishap that happened in Galway in the night of Friday June 16 after I booked a hotel via Expedia.ie.
(Itinerary #[protected])

My mother was visiting me and we decided to tour around the Atlantic coast of Ireland. Our last stop was in Galway and we booked an accommodation through Expedia.ie. We payed €80, 00 for a double room, breakfast included for 2 people. The payment had already been processed, we did not have to pay upon arrival. The B&B is Corrib View, 12 Woodhaven, Merlin Park, Galway.

However, when we arrived at 7pm, the lady who owned the B&B told us that there had been a mistake, that she had gone out shopping and that her son who was tending the B&B in her absence had given our room away to a lady who had arrived in the meantime and who introduced herself as Emily. He thought that it was me and gave her the room.

The lady told us that she had arranged for us to stay with her friend and neighbour who also owned a B&B two houses down her own, at Grange House 15 Woodhaven, Merlin Park, Galway. She affirmed that the standard of the room was the exact same as the one we would have had in the room we had booked with her.

However, when we were given our room in Grange House, we noticed that the room was extremely dilapidated and run-down and more importantly, quite dirty, with hair in the shower and dust pretty much everywhere. The towels given to us were not clean either. We decided to leave and drive back to Cork immediately (where I have been living for 6 years) but not before telling the lady who owned Grange House that we were not happy with the quality of her room and the lady who owns Corrib View that we were very unhappy with the situation and that the arrangement did not provide us with a room that was worth €80.

The Grange House's owner was not happy with our comments about her room and called me a liar for telling her there was dust, and the Corrib View's owner explained that she could not refund us because the money had been processed through Expedia.

I decided to leave a comment regarding both B&Bs online and noticed on Booking.com that such a similar situation had happened already (see attached picture).

I am very dissatisfied with this situation as I lost €80 and had to drive down to Cork in the middle of the night after a already very long day driving down from Letterkenny. I also feel that the explanation that the Corrib View's lady gave us regarding another person named Emily coming just before we arrived is a bit odd, especially considering that this seems to have happened to other customers already.

Finally, when I looked online on Expedia.ie to look at reviews, I noticed that the Grange House's reviews were quite negative, commenting on the dirtiness of the room. I also noticed that Corrib View had great reviews generally (that is why I booked a room there) yet the few negative comments I found regarding that B&B were answered by the owners saying that the people who left the comments were drunks or had never showed up. The lady who owns Corrib View also told me after she told me she would put us with her neighbour that she would mark me as "no show" on Expedia, since I would never actually stay in that room.

I am now afraid that if I post online, she will either answer back that I showed up drunk or that I did not show up at all. There is proof that we arrived in the estate since we signed the guest book in Grange House.

I am therefore writing to you to raise my concern that this may not be a one-time occurrence and that people should be made aware. If you would not mind investigating this matter, it would be highly beneficial for future tourists.

Let me know if I can be of futher assistance.

Thank you so much.

Kind regards,

Emilie

I booked a flight through ebookers on 26 March, itinerary number [protected]. The money left my account immediately. A few days later this flight was cancelled and I was not able to take up any of the alternative flights. Since then ebookers have been first been pretending not to understand what my issue was, then suggesting that the refund had to be signed off, culminating in me receiving a confirmation of refund stating that "Dear Ebookers.com Traveller, We're happy to confirm that we have processed your refund application today." This was on 24 April 2017 and was supposed to take 6-10 days. The money was not refunded and on 16 June I spent over an hour being sent from one person to another. At the end I was told that the refund was processed, however, the agent refused to tell me into which account. On 23 June I called again and was told that no refund was ever processes and I had been basically lied to on the previous occasions.
How can this company still operate? Shame on them stealing from people. I have never made a complaint before but this is unbearable. I am writing this 42 minutes into the current call, after I have been told that the agent is trying to get a line manager to authorise the refund. I have difficulty believing this.

We booked the Westgate hotel in Las Vegas with you and were shocked and angry on arrival. Other hotels we looked at on your site stated 'excludes resort fee of $29.95.'
We found the westgate and it DID NOT state anything about a resort fee. Infact it said 'includes taxes and fees'
I paid for the hotel straight away online so as to secure my booking. On arrival after a long drive, we were told by reception that we would have to pay an extra $101 for the resort fee.
I would not have booked this had I been aware of the extra fee - which you DID NOT STATE.
We have used your website many times before and are extremely upset by the way this transaction has been handled. I would like refund of the 'hidden' resort fee of $101.
You have to clearly state any added fees. You did not. Very disappointed.
I look forward to your response ASAP
Thank you

If you can find a deal on a ticket through Expedia then that's cool, good for you. But be well warned, if you have any issue that requires their support you may find yourself very disappointed.

I made the mistake of buying a couple plane tickets that I needed changed. I contacted the airline and they had a policy that allowed tickets to be fully refunded within 24 hours, and were also happy to make the requested changed.

However they could not because the ticket had been purchased through Expedia and they directed me to speak with them.

And for the record Expedia clearly states their policy is that they will not add any charges for any changes to tickets, and will defer to the policy of the airline.

I called Expedia's support line, explained the issue, and then was put on hold while they tried to call the airline. After waiting a while I was advised the airline (that I'd just spoken with) weren't answering the phone.

Okay.. A little odd..

I was advised that "offline support" would take over resolving my case and I should expect to hear back from them within 24 hours.

I never heard back from them.

I sent Expedia a couple more messages requesting an update and support.

I submitted the form to escalate the issue. According to their site they "review it and contact you within 72 hours".

I never heard back from anyone at Expedia. I have no idea if they tried anything but they certainly never tried to assist me.

We bought a second pair of plane tickets from another airline directly and had to leave our tickets unused. Complete waste of money.

Do not use Expedia if you can help it. You will be far better off going directly to the airlines and hotels. It may be a bit more work to research, but the cost is the same if not better. And most importantly the customer service is worlds better.

Expedia didn't just fail us with their customer service, they abandoned us altogether. We were their customer, we paid them for a product that could not be used. They completely disregarded their policies.

There is no excuse for that.

Expedia booking # [protected] for magnuson grand memphis airport - graceland 1471 e. brooks rd, memphis, tn 38116. check in 5/26/17 out 5/29/17.

Desirable resolution: refund

The description of the magnuson grand memphis airport hotel is extremely misleading. images on website indicate extremely different than actuality. very poor.

The website describes it as:
"the new magnuson grand hotel offers upscale service at an affordable rate our clean, and charming 240 room property offers more amenities than any average lower priced hotel, join us for our complimentary group welcome reception, free wifi, complimentary breakfast, great customer service, free airport shuttle and a garden poolside party atmosphere. not only are we centrally located to all the fun things to do in memphis but, we are only 5 minutes from the beautiful graceland. guest rooms – boasting 249 non-smoking guest rooms of various floor plans including standard doubles, king, and queen, the memphis plaza hotel/airport offers the following amenities to those who select the hotel for their memphis visit: cable tv, free local calls, voice mail, hair dryers, complimentary toiletries/bath items, coffee makers, clock radios, air conditioning, irons/ironing boards, high-speed internet access, wake-up calls, and housekeeping services."

This is very misleading and untrue. the free parking is surrounded by armed security who do not appear qualified to be armed. there are prostitutes and pimps roaming the lobby and parking areas. the "free" wifi did not work what-so-ever. we did not even have a phone in our room - although they list it on the website. they also list a hairdryer. the hairdryer was there however, it did not work. air conditioning is also listed. no, we did not have air conditioning. we had a box fan. the elevator was not in working condition. we were staying on 2nd floor and had to use stairs. my husband is 20% disabled due to knee injuries so this made it very difficult. the pool that is listed on the site is not in working condition. they list this hotel as 249 non-smoking guest rooms. not only were the halls filled with cigarette smoke, the amount of marijuana through the halls provided a thick hazy cloud of smoke. images of the rooms online show nice accommodations. our bathroom tub and counter were stained in filth. our comforter was extremely outdated and stained. the carpet was musty and damp. the website also listed two bars and dining areas. these areas were not open and were listed for lease. the fact they list it as "upscale service and affordable rate for clean and charming property" added to our upset. when we arrived they told us they did not have a reservation for us even though we provided all the documentation stating otherwise. we had to wait in the dirty, unsafe lobby for nearly 2 hours trying to get our room.

I booked three rooms for one night at Days Inn Levis Quebec. I accidentally inserted the arrival date as July 12 instead of August 12th. I immediately realized my mistake and called Expedia. They contacted the hotel and were unable to reach the manager. I followed up this morning, they called manager and said there was nothing that could be done and I have to pay the $380.00 for a room I will never use. I also followed up with the manager and she confirmed there was nothing they could do as I booked through Expedia. I understand that there is a non-refundable policy however there should be more flexibility for a cancellation within five to ten minutes. It was obvious that this was just a simple mistake.

Confirmed booking references/booking details were issued to me by expedia in september 2016 for hotel rooms in makkah, saudi arabia.

Booking agent:expedia.com (The well known online travel agent).

Expedia.com, for the past ten months, have refused to resolve my above denied reservations at hotel makkah rroyal dar al eiman+ other hotels.

Six months ago, and after long struggle plus endless communications, expedia did 2 relocations to hotel makkah hilton towers.

Regrettably, today monday 6th june 2017 (Ten months after the reservations were made), I received email cancellations for ten of my confirmed reservations.
The cancellations have included one of the two confirmed relocations the stay period is june 13-15.

I immediately sent many emails to expedia (To all concerned including the ceo), called expedia's relocation and reservation department many times but to no avail.

According to the rules of hotel bookings, when such situation occurs the booking agent (Expedia.com) is fully responsible for :

1- immediate relocation, at no extra cost to the guest, at a higher grade prominent brand hotel, opposite kaabah in makkah.
2- compensate the guest (In this case me at least $ 3000, 00000) for all the hassles and inconveniences created/caused by the agent (Expedia).
3- discipline the property that denies the reservations and its owners
4- remove and abandon all properties that denied reservations from expedia's search engine.

Hello,
I stayed at Hometel in St. John’s Nfld from May 15 to the 21st, 2017 where I encountered housekeeping problems. I was informed by Norma the hotel manager that I should contact Expedia re an adjustment to my charges(refund). I was told this had been arranged but have not been credited. If this is not resolved quickly I will not be using Expedia in the future.
Please look into this for me. My itinerary # is [protected]

My name is David Arruda, I work with IAVGO Community Legal Clinic, a legal aid funded clinic that helps to resolve WSIB issues for low income workers. I am complaining in regards to a ticket we purchased for our client M. C (Itinerary #: [protected]). We booked a flight because we have a client from Jamaica who has a hearing. We purchased insurance because there was concern that the temporary VISA we had applied for would be denied. The application was denied and our client was unable to make his flight. I called the insurance company(Allianz) and I was informed by an agent there that I would have to cancel with Expedia before I could make a claim. I called Expedia and the agent that answered told me that I could not cancel through them, but I would have to cancel with the Insurance company (Allianz). I informed him that this did not make sense and I was hung up on. After confirming with Allianz that I do have to cancel with Expedia. I once again called and the agent who answered this time helped me process my cancellation. However, before processing the cancellation she informed me that there would be a refund credit applied. I informed her that I could not accept the credit because the flight was for the client and as a legal aid clinic our resources our limited and we would be unable to use the credit. They informed me that they spoke to their superiors and that the refund would not be applied. I asked for a confirmation email and they said that they sent it, but I did not receive anything and expressed this to them. They informed me that I should receive it before the next day and that if I wanted to look to confirm the cancellation I could go on the website, which when I did visit the website it did show me that the flight had been cancelled.

I checked my email the next morning (May 30/2017) and I had not received anything. I called Expedia again and they sent the confirmation of the cancellation, but not a statement that the refund would not be given. Later I was disappointed to see that the refund had been processed. I called again to speak with an agent and explain the issue. I was informed that the agent should not have promised that the refund would not be applied because it is an airlines policy. I told them I understood this and explained the sensitivity of our situation as a legal aid clinic. I also asked that if they could not assist me that I would like to speak to someone that could help me, whether it be with them or the airlines. The agent stated that they would transfer me to the airlines, but instead hung up.

Our clinic as a Legal Aid clinic has incredibly limited resources and having this credit, which is a substantial amount of money, that is impossible to use is an unnecessary strain on our resources. On top of this issue, the way I was dealt with my the Expedia agents was unacceptable, to hang up on a customer who is not being rude and is trying to resolve the situation in a cooperative manner is not an appropriate way to handle business. We have used this service in the past and after the events that have transpired these last couple of days it is a service that we do not plan on using in the future.

If someone could contact me to resolve this issue our clinic phone number is [protected] and my email is: [protected]@lao.on.ca

Hi, I have a reservation with itinerary number [protected], the price of which went down because I booked a flight from expedia as well. However, I failed to enjoy this discount because I booked flight after booking a hotel. Therefore, I called expedia to ask them what they can do in order to reduce my loss. One of your agent gave me a coupon nicely, but when I tried to use this, I found it only works for flights or some other bundle deals which is useless to me and will expire in one year. I called back to ask that whether expedia can change another one works for hotel only for me, but they refused to do so. You can see that if I don't buy any deals the coupon can be applied, I don't reduce my loss at all. I just want to get one useful for me, I just want to change that, not add a new one, this can be declined by your agent either. I really really don't know what to say about this. It's really speechless. If a person don't need to buy a bed in a year, the coupon for this is just a waste.
My name is Fangfei Ge, my account number is [protected]@qq.com, you can check my identity and see my reservations.

I had several reservations from expedia, but what you have done to me makes me rather disappointed.