Expedia
Reviews and Complaints

On November 18, I used the Expedia website to book a hotel room for November 20, 2012. To do so, there's a start date calendar one clicks to select the date. I selected November 20, 2012 and the end date field automatically set to November 21. I confirmed this and my card was charged.

I got an email confirmation indicating that I'd booked a smoking room, which I had not. I contacted the hotel and they said there are no smoking rooms, so I disregarded the email.

My friend and I arrived November 20 and was told there was no reservation. Expedia had booked the reservation for the date of purchase rather than the date I had carefully selected and confirmed on their website. I contacted Expedia and was told they had no manager available, but they would submit the refund request. I called Friday, November 23 and was told that my refund had been approved and was in a queue for Monday, November 26. Then the customer service nightmare began.

I checked with my bank December 2 and was told the refund had not been processed. I called Expedia again and explained the situation. The first agent transferred my call to http://Hotels.com (?) who obviously had no record of the transaction. I called Expedia again and the next representative first said she had no notes about any of my calls. She then contradicted herself and said there was a note saying my refund had been denied.

I called to dispute the call with my bank, and she connected us for a conference call. The next Expedia representative also said there were no notes and asked why I didn't contact Expedia about the smoking room. I said I contacted the hotel directly to switch rooms and they had advised me that there were no non-smoking rooms, so I immediately realized the Expedia email was not credible, so I disregarded it.

The representative put me an hold and came back and said he could find no problem with the web site and could only offer me a coupon for $50. I would never do business with Expedia again, so that's pretty insulting. I want my full refund of $77.90. Expedia's coding problems are not my fault.

The supervisor I next spoke with told me that because the email listed the check in date as November 18, 2012, it was a contract which she must uphold. I then pointed out that since they booked me for a smoking room (I didn't want) and it was a room which *didn't even exist*, that they failed to uphold their end of that contract as well. It was a ridiculous and patronizing argument. Their email already had no credibility.

the short version: Stay away from doing business with these people. Their website is flawed, their customer service people switch stories, and they don't even keep notes about customer contacts or disputes.

I realized that I never received my discount from Expedia. I booked hotel and airfare for two at the same time. They overcharged me $120 - basically charging me like I booked each individually. I asked customer service to look it up. Try to book just like I did, once individually booking just hotel room and then air. Then to book the hotel and air together. There was a $120 difference. They refused to even humor me to see that I was right. They just kept saying, "I'm sorry you would have needed to catch that mistake within 24 hours." I then asked for a supervisor who politely repeated the same thing. It was like talking to a parrot! Very annoying - he kept saying maybe the flight costs changed. I pointed out no, all the same, I just never got credit for booking flight and hotel together. He refused to even look at it. NEVER USE EXPEDIA!

I scheduled a flight and hotel with Expedia in May 2012. By late May I realized that I couldn't use the reservation that I had scheduled through Expedia and so I cancelled it. Rather than immediately issuing me a refund, the employees at the call center in India proceeded to require me to go through some completely unnecessary steps. I repeatedly called them (using the office phone, as I didn't have one at the time) and through long wait times and dropped calls, nothing came of it. Then when I was able to get through, I found out the amount that I was owed (about $411), but again through disconnects and dropped calls, my refund was never issued. I then called again and found that the employees instead of using my email address, which Expedia had, they had closed my file completely, so no one could help me. Again, instead of being apologetic about the whole affair and issuing a refund the legal team for Expedia demanded that I sign a “Motion to Dismiss With Prejudice, ” which means that if I don’t get my money I would have no legal recourse to get my refund. So, I obviously won’t sign such a document. They then dropped that requirement and asked that I lie to the court and say that the matter has been settled BEFORE they’d send me my money. I took them to small claims/conciliation court and won my case--STILL no refund! And guess what?!? They didn't require me to talk with them on the phone to get the money that the court had ordered!

Expedia is also hoping that you won't know how the law works. You are allowed to recover not only the cost of the resrevation, but also the filing fee with the court AND costs; for instance, to notify Expedia of the lawsuit you have have them served, which means that you have to send a copy of the suit to the server and use a money order to pay the server--so you have the cost of the server, the money order fee and postage. When you are in conciliation or small claims court, make sure that the judge/referee awards you all of those costs.

Expedia is hoping that you'll find the work and expense of getting your money back to be just too much--and then they get to keep your money! DON'T LET THEM!

If you take your case to conciliation or small claims court and you win, but not all your costs as you are allowed to claim, check to see if you can appeal to District Court.

We booked a flight with Expedia.ca to portugal via Sata and they forgot to book us with Sata, we called back with our booking number and they told us it will cost another 250$ on top of the 750$ that they were charging us. The supervisor at Expedia.ca Is as St***d as a box of rocks. They haven't a clue what's going on!?!. I have been with them for years and have planned many vacations with them. I will never use them ever again and will let the world know for as long as I live. All this because they made a mistake and want me to pay for it! NO WAY!, my advertizing will cost them more than 250$...bet on it!

I was booking a hotel for seattle and decided that I would try the un-plubished rate option... What a mistake! I selected the "downtown - pike place" area and looked at all the hotel that came up when I did a regular search. All hotels were within walking distance of pike place. So I selected the un-published rate for this area... I ended up out by safeco field, a 30-40 minute walk to pike place! When I called the hotel they said they are not in the downtown pike place area, but in the stadium area, and they have a shuttle into town as its a bit to far to walk.

I called to complain and asked to be moved to a hotel that was actually in the area I had selected. After 2+ hours on the phone I got no where. The only response they gave me was "well you are in a neighbourhood close to the area you selected. I didnt ask to be in an area"close"to pike place, I had selected"pike place"

After several rude and useless customer service people and"escalations" people, I asked to speak directly with a manager. The manger lived in seattle and even said he agreed that I was not in the pike place area, but agin he could care less about helping me out. This is a horrible case of false advertising, and as such is completely illegal. And I am not sure what country expedia cs agents are located, as it is clearly not canada... But they could care less.

I will never use expedia again, and I will make sure that everyone I know is aware of how horrible their service is.

We have had no reply to the following complaint, which we made to Expedia both electronically and (by regular mail) to their customer complaints department:

I write to register a complaint at the extraordinarily poor treatment that we have received from Expedia during the past month. Because the circumstances are complex, I will begin by outlining, in bullet-point form, the series of events that precipitated the mess in which we (and you) now find ourselves. Then I will outline our extreme dissatisfaction with the way that your call centre has handled our effort to try to get this mess straightened out.
• On February 6, we booked flights to Washington D.C. for our family of four, through Expedia. Because my wife was to fly out two days later than the rest of the family, this involved two itineraries: [protected] (for Elizabeth Davies) and [protected] (for Gareth, Peter, and Rhys Davies).
• On February 24, I learned that I would have to stay in the United States for a day later than I had previously thought, and that I would need to fly back from New York instead of Washington. My wife phoned Expedia to inquire whether it would be possible to change my ticket, and was told that it would, but that the request would have to be made by me, rather than by her. Expedia emailed me later that day, asking me to get in touch to confirm that I wished this change in my reservation to be made.
• I duly phoned Expedia and asked for my reservation to be changed, so that I came back from New York on 15 April, on BA 174. Because our booking was complex, involving those two itineraries, I was conscious of the possibility of confusion, and therefore made it particularly clear in our conversation that this change was only for me, Gareth Davies. Expedia explained that this could be done, at a cost of just under £400. The amount surprised us, since my wife had been quoted a much lower rate just hours before. Still, this was less than the cost of purchasing a new return ticket, so I authorised Expedia to make this change.
• Expedia then changed my wife’s ticket rather than mine. At a cost of £494 (£394 for the difference in flight cost + £100 for making the change), it thereby succeeded in ruining our entire travel arrangements: (i) I still didn’t have a flight back from New York: (ii) my children, age 12 and 8, were still on their flight back from Washington, but would no longer be accompanied by an adult, since I would be in New York on business, while their mother had been rerouted from New York.
• I discovered this error some two weeks later (Expedia had not sent me electronic confirmation of the change, so I went to the website just to check that all was in order). I assumed that Expedia would acknowledge the error swiftly, restore my wife’s initial reservation, and book me on the flight that I requested, and that there would be no additional cost to us.

Since that point, my wife and I must have had fifteen or more phone conversations with the Expedia call centre in India in an effort to get this mess straightened out. Each conversation has been with a different person, each has involved being placed on hold for extended periods, and each has begun with us having to explain the entire saga afresh. At no stage have we had the sense that any one person had taken charge of our case and was taking it seriously. Sometimes, the people to whom we spoke were polite, but on other occasions they seemed impatient with us and discourteous. They were often self-righteous in their manner, unwilling to acknowledge any possibility of error on Expedia’s part, and neither did they evince any interest in winning our goodwill by trying to find a solution to the extraordinary and extraordinarily costly mess that they had created. Repeatedly, we would be promised that our case would be investigated, and that we would receive a call back ‘within an hour’, or ‘within two hours’, but this never happened—not even once. On other occasions, we would be told that our case was to be handled ‘within seven to ten working days’, even though it was by then only a week or so before we were due to travel.
Some two weeks ago, during one of these endless, frustrating, interminable, and entirely fruitless conversations, your representative informed us that the tapes of earlier conversations had been reviewed, and that no evidence had been uncovered of Expedia’s culpability—that the mistake was all ours. I was baffled and amazed by this incomprehensible finding. She mentioned that it would be possible to send us the tape of the crucial February 14 conversation that had resulted in our reservations being so disastrously disrupted. Later that same day, I called back and arranged for this to be done: I was told that my credit card would be debited £10, and the tape sent via email. This has not happened. More than that, in a subsequent conversation yet another Expedia official informed us that such a request would have to be made in writing, to an Expedia office in Lancashire, and made some further, confused reference to photo identification.
On various occasions during this protracted and endlessly frustrating experience, we have been assured that our case was being considered by ‘the duty manager’, or by ‘the escalations department’, and have been given specific commitments for when they would be contacting us. As already mentioned, none of these commitments have been met. What is more, on at least one occasion a particularly sententious and hectoring Expedia representative told us that the case was closed because the mistake had been entirely our own.
Because time was running short, we were by now desperate to get our return travel arrangements straightened out, but Expedia was unable and seemingly uninterested in helping us to do so. In these circumstances, we had no alternative but to book new return flights from New York for myself and my children. We did this through Orbitz, at a cost of $1, 957.81, or about £1, 300. By my calculation, Expedia’s error, and its subsequent lack of commitment to getting it straightened out, has now cost us £1, 800 in additional flight costs.

my daughter booked a flight from vietnam to ireland with expedia and paid for it by visa debit.
The money has left her account and cannot be recalled.
When she went to the check in she was told her booking had been cancelled. No explanation was offered by Etihad.
There were many phone calls to expedia in total nearly 4 hrs.
Eventualy they admitted to an administrative error.
They could get my daughter on to the next flight 24 hrs later, but I would have to pay for the new flight.
So this was done, new flight paid for and my daughter is home.
But now we have paid for two flights and expedia are being patronising and pedantic.
They were unhelpful and rude in the first series of phone calls.

BUYER BEWARE - Unless you do not care about cost, price guarantees, or perks, stay as far away as you can from any Expedia or its affiliate companies. Since August 2011 to March 2012, we spoke to no less than 15 -25 representatives and supervisors. They are as pleasant as can be and offer a world of guarantees to get your booking. It makes no difference if you have the reps name, extension, date, taping of the conversation, etc. You will be ripped off big time! We have NEVER had such poor quality customer service as we have with Expedia and their employees. They do not return calls, they do not honor their promises or guarantees (you will be referred to the "terms & conditions", which naturally comes after you have placed your deposit and received your confirmation. So, if you see a lower price, upgrade or perk, it will most likely state "new bookings only".Not one document we received matched another.
We were provided different information each time we called and asked for detailed breakdown of invoices or information we received. Personal information was wrong, and a hassle to get corrected. Information for 1 member of our group continued to come to us, not them. When we tried to correct that, we were told they had no means of doing so. The other party booked individually, with their own e-mail address and credit card.
Their supervisory level reps are worse than the customer service representatives. They are disrespectful and uncaring.
Several months before the actual cruise, I wrote a 9 page letter to their headquarters, the cruise line, and the affiliate partner they represented, of which only summarized our issues and situation at that time. We could now add another 8 pages. The cruise line said they could not speak with us because we booked through a travel agency. The affiliate partner responded to us that their board of directors review all such complaints about their affiliations. To date we have not heard one word from Expedia headquarters. They are extremely unprofessional..

One response from a supervisor was so off course, it was pitiful. Although there were more than 10 in our group, only a few of us used Expedia. Needless to say, after our experience, Expedia, its affiliates and the cruise lines have lost, not only our business, but those who traveled with us.

I had booked a week long trip with my boyfriend. It was to France for our anniversary. On our way to France our plane gets some mechanical issues and we had to stop at another airport until it was fixed. We had to miss our first night in France because of this.

I had called Expedia while waiting for our plane to let them know our situation and that I would like a refund because it wasn’t our fault we didn’t get there in time! So I was told that everything would be taken care of. They lied!

We had an amazing trip and I figured I would worry about all that when I got back to the States. Since our trip I have been trying to get in touch with Customer Service to figure out what happened. I usually get the run around then when asked to speak with a supervisor everyone knows how to help you. Another lie!

I finally get to a supervisor that sounds credible and I was promised a refund. Well it has now been 4 months since our trip and I still have yet to have that refund in my bank account! I don’t understand how a company like this would be so irresponsible. I have always used Expedia because of their great deals and the service I’ve received. Well I will no longer use Expedia ever again because of all this. All I want is a simple refund because circumstances were out of my control.

I called Expedia on Dec. 3, 2011 (New Zealand time which is Dec. 2nd USA time) to cancel my upcoming flight Dec. 4, 2011. I explained that I am extending my stay out of the country and do not have a definite return date due to waiting on visa extension approval, therefore I inquired about a credit on my account. The representative stated that the airline's policy was to issue a refund and not a credit and put me on hold while she got information from the support office. She came back a few minutes later and stated that the airline was unavailable, but gave me the amount of the cancellation fee in Chinese currency and also quoted the (China Southern Air) equivalent amount of $157USD. She stated that since the flight was the next day, that I had to call China Southern Air to cancel.

I called China Southern Air and discovered that they were closed for the weekend, and would reopen on Monday, Dec. 5th, 2011. I immediately called Expedia back because I was concerned due to the fact that the flight was scheduled the next day (Dec. 4th). The person I spoke to pulled up the information I gave him and was able to confirm that I had called in to cancel. I inquired about China Southern's offices being closed and worried that my flight would not be cancelled in time. The Expedia rep. assured me that everything would be fine and that Expedia has documented that I cancelled my flight on Dec. 3, 2011. He said to not worry, that it is cancelled and just to call on Monday. I asked if I call China Southern as I was instructed to do, and he said, "no. just call the customer service number at Expedia. He assured me that there wouldn't be any problems.

I felt as though everything was ok and today, Dec. 7 (NZT time, Dec. 6 in the USA) I called Expedia to find out the refund information and was told that the flight was a no-show and that I did not cancel the flight. I was concerned and gave the rep. the names, time, and information that I was given on Dec. 3 by the two reps. that I spoke to on Dec. 3. The told me that they don't have that I cancelled and I became very upset because I explained that I verified the cancellation and procedure twice on Dec. 3, 2011.

The rep. said she needed to check with support about the fee and refund and put me on hold. When she came back, she told me that the cancellation fee would be $313 USD. I told her that is not what I was told and quoted the $157USD that I was quoted by the two agents on Dec. 3. She immediately transferred me to a supervisor.

The supervisor told me that I didn't cancel and even had the nerve to say that I didn't call in to cancel and had only called in to get check on things. BS! I told her that I had no choice but to cancel as I was awaiting a visa approval and had no definite date to change it to...and had explained this to the rep. therefore the flight was cancelled. She then proceeded to raise her voice and argue about the $313 fee as I wanted to know why two different agents told me the same figure of $157, but now it is double the amount I was quoted. I wanted to know why it was different. She said the $313 was the most restrictive rate and I asked if I was given an inaccurate fee and she said it wasn't inaccurate. I continued to question why I was given one fee and why is it different.

She said, "because of a combination of their rules & regulations they have to apply the most restrictive amount." I asked her to tell me what rules and regulations and she told me that I needed to read Expedia's cancellation policy (which I did...and I told her I did so before calling on Dec. 3). I asked her to tell me why the amount is double or where can I find this information and she kept saying the same thing over and over.

Then, she told me the remaining balance of my ticket and said that she would process the refund minus the $313. I told her NO... I have to make some calls and check this out because I don't understand why the fee has doubled...as it seems as though Expedia is charging me for not canceling my flight, when I did cancel it.
Therefore, I will call back after I find out all the information I need.

I tried to call China Southern Air, but they are closed until the morning. So, I called back to Expedia to get the phone number of a place to lodge a complaint as well as information so that I can file a formal complaint elsewhere-as I feel they are being deceptive in the refund practices and are charging me more because they didn't document my cancelled flight even though two reps. confirmed that they did so.

I spoke to Victor, a supervisor and he said he has to call the airline (I guess China Southern) to see what can be done. Then he said, "It's not that I don't believe you, but I have to check with them." After hearing him say this... I think that Expedia didn't cancel as they said they would and now are trying to charge me additional fees or I am being charged additional fees because of it.

I will NOT use Expedia again and will make sure I document this experience in my travel blog as I have been a loyal customer for years, but not anymore!

Last night was the first night that I have used Expedia and it was the worst experience I have ever had with any company. I was on the phone for 4.5 hours to purchase a flight, hotel, and car rental with a telephone representative. I had to call in because the website would not allow me to purchase for some reason. Not to mention, the website provided me with incorrect information. Much of the 4.5 hour wait, I was on hold. The representatives did not even have the common courtesy to jump back on the line every 5-10 minutes to say "Sorry, it will just be a while longer". I say representatives because I spoke with multiple people. This is because I was hung up on 3 times. Unacceptable! I know you have my phone number and email address; I should have been contacted shortly after the hang up. The price of my package also kept going up without any changes to my original itinerary. $5 here, $15 there. By the end of the night, my credit card was charged 6 times! I have a picture of my bank statement if you care to see it. Now, my bank is holding $3, 000 (the cost of 6 $500 packages) until this situation is resolved, which I do not forsee in the near future. I have written quite a few letters since this has happened last night and I will continue to write more complaints until I hear back from upper management. I was told that I will also be receiving a survey after my purchase and, of course, I have yet to receive one.

I leaving in USA, decided to use this website to book tickets for my sister and family, which leaves in UK, to come to my weeding in December. Month after I book the tickets got a e-mail informing flights was change and my options: Full refund or take the new times proposal. Just for the records, the new flight times would be after my wedding.

I find Expedia's pricing a little hard to trust. I've noticed a number of times they will be advertising a great flight price and when you click on the ticket you want to by inevitably you will get a warning noting we're sorry but the cost of this flight has increased. This happened again the other day. There was a flight for $657 which was a great deal so I clicked on it and to my amazement they requoted the price at close to $1700. Funny thing is, if you booked through the same airline they were noting you could get the ticket for close to the original $657 amount. I had asked them about this last summer when trying to book a ticket and they said they have no control of when the airlines up their prices. To me, this is false advertising or just bad site maintenance. I save just as much booking all aspects of my trip on my own. It isn't difficult to do. I will avoid Expedia in the future.

I called them at Cheapostay.com within 5-10 minutes after booking, to cancel my reservation.
They advertised a price of "$37.81", the upon booking presented 4 different amounts, then their rip off fees of $55 additionally. I realized the $55 total was actually $78.71, double the price theyeir ad sadi it was.
Cheapostay is a con, a big fat rip off. The price at the Super 8 when you call is $39 + tax, and the tax is not $55. What a joke! To tell a customer "no cancellation and no refund" within 10 minutes is absurd. The fellow at Super 8 said he was glad to cancel the reservation, but he doesn't refund my money, they have to at Cheapostay/Expedia. I had to resort to calling my bank and filing a complaint to retreive my funds.
The young agent first said I should call the hotel directly, another ruse, because she finally admitted when I pressed her that that was not true, but kept insisting I try it. YOU charge my card, not Super 8! She finally, finally admitted this was the case, then offered to cancel it and refund "MAYBE $15", or that she could cancel my reservation, but could not guarantee" I "would be refunded Anything."

What kind of business is that? They can't get away with this sort of scamming. Word spreads fast and I for one will make sure to let anyone I know, never to book through their no/low integrity business scams.

I have worked in the hotel industry for many years, and this is completely unprofessional. Their policy has a complete lack of good business ethics.

I bought an entertainment book and was looking for coupons for my sons birthday - planning to stay overnight in a hotel.
I found the hotels.com coupon and it said refund $20 for two nights.

Rules
You must book and confirm a Special Internet Rate to be eligible for offer. No call in or faxed rebates will be accepted.
The online coupon is only valid for reservations on Special Internet Rates, booked and prepaid through Entertainment.
Rebate Levels are as follows:
1-800-50-Hotel call reservations only 2 Nights- $10 Rebate, 3 or 4 Nights- $20 Rebate, 5, 6, or 7 Nights- $30 Rebate, 8 or 9 Nights- $50 Rebate, 10 Nights- $100 Rebate
Online reservation rebates only 2 Nights- $20 Rebate, 3 or 4 Nights- $40 Rebate, 5, 6, or 7 Nights- $60 Rebate, 8 or 9 Nights- $100 Rebate, 10 Nights- $200 Rebate.
Print out this coupon, write in your name, hotel and date of stay and mail after your completed stay.
After Check Out, please send this coupon to:
Rebate
2201 E. Lamar Blvd.
Arlington, TX 76006
Not valid with any other offer, including, but not limited to, frequent flyer miles.
For faster processing time, rebates will be credited back to your credit card within 3 weeks of receipt of this form.
One rebate per customer or household.
Rebate does not apply to vacation package hotel stays.
Coupon valid for reservations booked online through Jun 30, 2008 for travel through Aug 31, 2008.
"Booking" means a completed stay booked on one Calendar day.
Offer may be revoked without notice at any time.
Our interpretation of the rules of this offer is final.
Obtain your online booking confirmation via email for the link to your free online coupons.
Mail in your rebate certificate below within 60 days of completing your hotel stay.

The page was not clear enough, so I called the number listed on there and asked about the rebate program and they went through the process with me. Advised me to book it over the phone or online. Whatever they confirmed that's what I did. They taught me how to fill up the coupons as well.So to sum it up, I got two roms for 2 nights and mailed out the coupon as soon as I received the email receipt.
That was June 1. Come August 25, they email me stating the ff:

Dear Entertainment Rebate Customer,

This email is to inform you that our rebate department is unable to process the entertainment rebate coupon that was mailed to us for processing. Unfortunately, your current booking does not qualify for the program. To be eligible to receive the entertainment rebate reservations need to be made either online at: entertainment .com/travel or by calling 1-800-50-HOTEL. Since your booking was made by other means we are unable to process the rebate to you.
When booking future reservations if you have any questions you can refer to the rebate rules and guaranteed best rate program rules located in the entertainment book and by using the website or phone number listed above.

Sincerely,
Customer Service This is an unmonitored e-mail box. Please do not reply to this e-mail. If you have further questions, please contact Expedia Customer Service at 1-800-EXPEDIA [protected]) or [protected] and reference Customer Case ID: S-[protected] . You can also visit the Expedia.com "Customer Support" page (http://www.expedia.com/daily/service/default.asp) for more customer service information.

I tried calling the number listed above 3x! Expedia.com answers and the first person put me on hold for 1n hour and a half and I practically lost my phone battery. This morning I called again and told them the same thing expressed about being put on hold for over an hour and she promised to get back on the phone with me in 2 minutes and left me there for over half an hour again. I am calling themm right now and expressed concern about being put on hold for a very long time and she promised me again that they will connect me within 5 minutes and I it's close to half an hour and I am still holding fro someone. Everyone wants to duck this query from me about the rebate thing. It is not much, but it's the motive... why scam people to try to book with you by offering deals like this and then try to get away with it?

The coupon clearly stated hotels.com... I could've gotten and booked those rooms somewhere else... I think the entertainment bok coupon is a scam! And I want Expedia/ hotels.com to call me or send me my rebate!

Not only does the book version not mention the one rebate limit, it seems to imply in fact no limit: "For additional rebate certificates go to www.entertainment.com/travel" with two certificates already printed on the page. the offer is "affiliated with Hotels.com".

Here is the letter I wrote to Expedia and their PR person. Have yet to receive a response (6 days and counting...):

Dear Erik Blachford,

I am writing in regards to my pre-package vacation/honeymoon (confirmation number XXXXXXXX), which was canceled on May 29, 2011. The reason for the cancelation was due to my fiancée having a medical emergency.
After shopping around, Ian and I decided to go through Expedia to book our honeymoon, and we had looked forward to traveling to Costa Rica. A friend recommended Expedia, after using it herself, and it seemed to have great rates and good service. Unfortunately, in late April Ian fell ill. We were advised by a doctor to postpone our trip. Since we were not sure when Ian could travel again, we decided on May 29th, 2011 that we needed to cancel our honeymoon. At the time, I spoke with a woman on the phone (I believe her name was Dianne). She advised that she would process the cancellation of our trip. She then explained that it could take up to four weeks to receive the refund. She also informed us that there would be a $500.00 penalty, which we were able to claim through the Travel Insurance.

I called in around June 12, 2011 to see if there was any additional action needed to be taken, but was assured by the person on the phone, that everything was processed and “taken care of”.

I was a bit anxious to receive the money back, considering it was collecting interest on our credit card, and we were (and still are) in the midst of planning and paying for a July 16, 2011 wedding ourselves. I called again to check up on the process of this case today, Friday June 24, 2011. This time, the gentleman with whom I spoke, did a little investigating and found out that there was an error; a miscommunication between Expedia and Air Canada (the air service provider), and that the refund had not been processed. He also informed me that it could take an additional 2-4 weeks from June 24, 2011 for the money to be returned to us, which at this point would now be up to 7 weeks of interest paid on a trip that we cannot even take, and had canceled on our end on May 29, 2011.

At this point in time, the stress was overwhelming, and I could no longer process my thoughts clearly. I ended my phone call with the Expedia employee, and decided to call my sister. She took over and called back to explain the situation again. Eventually she spoke with Jodie at the pre-package department, who not only could clearly explain the situation but also provide some exceptional customer service.

I understand that there was some miscommunication between Air Canada and their policy to not release a refund until the commission that they paid to Expedia, is paid back. I also now know that procedures may be changed because of my case, as Expedia now knows that Air Canada will not process a refund until Expedia pays back the commission they received from Air Canada, as explained by Jodie. She also explained that I could potentially have the refund sitting on my card well before the additional 2-4 weeks as originally quoted.

I just want to express that I find it unacceptable to have a customer, who did everything correctly, wait and pay interest on a service that we are unable to use. Had I not called today, I would still be waiting as no one followed up on the delay in the processing of my refund.

The refund we are still waiting on is worth over $3000.00, which when planning a wedding is a considerable amount of money. We were hoping to do a ‘staycation’/honeymoon in Canada sometime in August, and were planning on booking through Expedia again, once Ian knew his medical schedule. Unfortunately until we receive this refund we are not able to book anything.

The customer service that we have received has been mediocre at best, until Jodie. At one point, at approximately 1 PM today (June 24), I called to ask for the president’s or Ombudsman’s name & contact information, only to be put on hold while the gentleman who answered the phone looked up this information. After waiting 7 minutes, which I timed, I was disconnected by someone on Expedia’s end, without receiving any contact information. I also tried to email and ask for the contact information for the CEO or Ombudsman, but the reply I got back was “ Dear Megan Triebe,

Thank you for contacting Expedia.ca

Unfortunately, we are not allowed to provide you with such information. If you have any concerns regarding an itinerary, please send us an Email through "[protected]@service.Expedia.ca"

Please feel free to contact us if you have any further questions. Our Customer Support Representatives are available to assist you 24 hours a day, 7 days a week. “

The only reason I have some of this information now is because of Google.

After this experience, let me assure you that you have not only lost my business for good but I will be letting people know of the difficulties that we faced, in a period in our life that has not been easy. When planning a wedding, the honeymoon is supposed to be the easy part – something to look forward to. Unfortunately, this has not been true for myself or for Ian. The trip was not canceled because of something Expedia did, but in a time when we were facing enough stress as it was, Expedia just added to it.

I look forward to eventually receiving my refund.

Megan

Here's a copy of what I have sent to Expedia via email and registered letter, and have repeated for them on the phone numerous times.

This is to follow up in writing my instructions to your service reps on your toll free line on January 31st at approximately 10h00 MST. Actually, I spoke to 3 different agents as your phone system repeatedly dropped the calls after I was holding for over 45 minutes.

The flight as it is being displayed is NOT what I purchased. The itinerary at time of the booking was clearly displayed as business class. I have attempted to have this matter dealt with since last Tuesday but your organization has been unable to provide any reasonable feedback or indication of resolution.

I wish to cancel this reservation immediately and I expect to be fully refunded all charges. The flight you have provided is not what was sold to me.

I have asked the customer service rep to add this comment to my account -- the last one I spoke to has said he will call me back with the resolution.

Below is a copy of the communication history and feedback I have provided to you previously.

There is/was clearly a problem with YOUR system. I did not appreciate that the initial response from the escalation department that I had not clicked the correct choices during the search and booking process.

I have the email which was sent by Expedia for the itinerary which clearly shows the flights as business class for the price. The final booking shows it as economy. At no time during the booking or payment process did it show as economy.

I also have screen shots (which I have provided to you, in addition to the itinerary email) showing the exact same routing, dates, and airlines and it is shown as Business class. Returning to this saved itinerary the next day - the class was now shown as economy. I was able on the prior day to have your rep (Sarah) see the same thing on her end.

Today Sarah was not available (despite giving the impression she would be and that I didn't need more than her first name as she was the only Sarah at the escalation dept - upon calling today I was asked which Sarah as there were two, and then the Sarah I had been dealing with was not available) and I dealt with Aya. Both women were pleasant and helpful but there appears no path for them to take to resolve the issue..

Aya was able to receive my email documentation but now it has been left (again) with the escalation dept.

Time is of the essence to resolve this issue as some of our routes have limited availability and while this issues remains outstanding we are constrained financially from making a separate booking.

All three reps that I have had in depth dealings with on this matter have been professional and willing to help. Unfortunately it appears that your policies or lack of staffing doesn't allow them to directly deal with an issue like mine.

I would like to reiterate that there appears to be a problem with your system in this case. I would never have booked economy for almost $9000 when there is an equivalent at $5800. The system showed business class for the $9000 which, while not cheap, was a very good price. I trusted that Expedia was showing me a bona fide deal - however I now find myself in a situation where I am not receiving the services/goods which were offered to me.

I look forward to having Expedia restore my trust in their business.

Worst company ever!

will never book vacations thru them, booked vacation return on one day they just rebooked another return day for me, transport from airport to hotel was not included or offered during the booking, but gladly charged to my visa over the phone when was calling about other problem.

spent 4-5 hours on the phone with Indian guys twice customer rep hang up on me during the conversation, one of them started to laugh i was pissed as *** was not able to speak with manager or supervisor, i think i know all of them now by name

Booked my shuttle, while was calling to make sure they did, found out they didn't! but charged me for that .

Plus it says on the site no charge for 1st bag at the airport(clearly stated) couple of hours later i figured out there was charge of 25 $ for a 1st bag imagine !

WORST COMPANY EVER WILL TAKE LEGAL ACTION AGAINST THEM

Expedia charge £4.95 booking fees for any flight. If the flight is cancelled the airline will return your money but Expedia will keep their booking fee. To void hassle and wasting money, find what you want on the expedia site and then book directly with the airline or car rental company. In the event your flight is cancelled or you need to make a change - you will save yourself unprecedented amounts of time by not having to talk to a 3rd party company like Expedia who will not refund 100% of your money.