Expedia
Reviews and Complaints

Never used expedia.com before. Wanted to go away for a romantic weekend in New York City to see a play - booked hotel reservations through Expedia.com. Hotel was rated as 3 starts got there and it was a horrble hotel ... horrible small cheap looked like a hotel you rent by the hour. I coiuld notsleep there even for a night. Left the hotel, front desk manager said I would get arefund if I call Expedia. I called expedia right after I leftthey said call back their manager was not around. I called back 5times got the run around then finally they said no refund.I went around the block got a great hotel room in a classy hotel for $50 a night cheaperthan the expedia hotel. DO NOT USE EXPEDIA -VERY VERY FRUSTRATING.

I was booking flight reservations on April 20th when I was about to pay for my tickets a screen pops up saying your rate can change from $482 to $382 apply now. I applied for the Citibank credit card to get this offer and it approved me right away and then told me to pay for my reservations another way and I would get my credit card in 10 days. I was then kicked out of the reservation screen and had to start over trying to reserve my tickets. I repeatedly called Citibank to get the credit card number and they said I would have to wait. I repeated ly caLLED eXPEDIA AND THEY REPEATEDLY LOST MY CALL HUNG ON ME AND WERE UNABLE TO HELP ME. I decided to go ahead and book and then get the payment transferred to the citibank card. Expedia refused to do this. It was bait and switch. I never should have used Expedia their customer service is awful. I never should have taken out the Citibank card it was a lie they did not give you the $100 credit. I will never use expedia again. I cancelled the Citibank card. EXPEDIA will never help you they are horrible you have to call them 10 to 15 times to get through when you need them they will not help you. Citibank and Expedia made the offer and it was a scam. My reservations are not cancellable and they screwed me. Do not let them screw you.

My name is Mark Mearin and I went to visit a family member who resides in a group home. Due to the Bay Bridge being out I was unable to get to the airport on time to come home. I called exspedia and told them my name was Mark Mearin and gave them my confirmation info and the situation with Bay Bridge being out. They would not honor the tickets I had already bought and basically told me I could rent a car, take a bus or buy another plane ticket. Had to purchase 2 one way tickets just to get home when I had already purchased round trip tickets. Good job, expedia.

Expedia.ca made my vacation a nightmare canceling my flight, and holding money from my credit card, owning me $7, 000.00.
I booked Vacation to Rome as a gift for my dad's 60-th birthday, taking days of vacation at work going me and my two parents. Expedia canceled my flights because of British Airways strike, charge my card trying to replace me with other more expensive flights without my authorization, I asked them to cancel new flights, they hold money on my credit card for second canceled flights, Expedia absolutely helpless and careless stuff and managers.
It's been a week since this been going on, I unable to purchase any vacation now, even with available money on my card Master Card put everything on hold. Now we unable to purchase vacation, it's too late for us my available days are gone and I spend them fighting with Expedia.ca, I never been more stressed in my live. Me and my parents horrified what Expedia.ca still doing for us holding our money. I need a lawyer, I want this company out of business, they must pay for this!

Blog against Expedia.ca http://www.myexpediaexperience.com

Expedia sent promo deal everyday to my email and advertised Europe trip as low as C$850 per person so I booked a Montreal to Prague vacation package flight + 6 nights hotel. The lowest price flight option was British Airway. I do not like to fly with British Airway because of the risk of potential strike. At the time I booked on line, the price was even lower than the advertising. It was at C$756 avg/person included selected items, taxes and service fee. Because of the strange low price, I read thoroughly terms & condition to see if there was any hidden fee. After I read the rules and restrictions, I accepted the price the total trip cost was C$1537.46 . This total was shown right above the payment option. I entered my credit card info and completed the booking. The instant on line confirmation cost is $2259.12. That was totally untrue as advertising if book together discount of + C$700. Then I made a trial booking right away to see if it was a mistake. The price is slightly higher than my accepted price. Therefore, I figured out this might be a computer system error and can be fixed. But I wrote to Expedia immediately to notify them regarding the overcharge. Customer support team replied a few hours later informed me that Expedia is a real time database and the rates and availability are constantly changing. Once the credit card information had been entered and accepted the price is fixed. Therefore Expedia refused to offer refunds or compensation for price increases. Expedia explained the rate was given to them directly from the airline and thus non-negotiable. I was very up-set and made several calls. I spoke to the first agent I wanted to cancel the transaction because it was not my accepted price, but she told me I could cancel the flight but it is non-refundable and subject to the airline penalty. She told me I have to take all the responsibility if I book on line. I was unable to spend time arguing with her on the phone in the workplace. So I called during lunch time, the 2nd agent kept saying 'can't hear you'. Give up. I called after work, the 3rd agent told me if I called the same day, transaction can be canceled without penalty. I completed my purchase at 10:30 p.m. I did call within 24 hours. After telling the story over again, he gave a case number and a supervisor will review. Every time I called to follow up, I have to repeat to tell the same story and then the agents started put me on hold for 20 minutes and refused to transfer me to the supervisor. Since then I made several trial booking on the site. The price was a little bit more, but the same package never cost more than C$1900. After a week, a supervisor finally sent e-mail to me with a very disappointed reply. They said their internal tracking logs advise of price change on the top of the page just before I completed my purchase. Expedia assured they had not overcharged. At the moment I completed my purchase, I did not see any alert. If this alert really exists, it should be displayed beside and right on top of the payment option, not on top of the page as Expedia supervisor said. This is to fool the customer and misleading the customer to proceed with an incorrect amount. I made several trial to check what is the current price, I don't believe the price went up at the second I completed my booking and went down immediately when I made another trial booking . This is a false advertising of low price and a trap to customer. Now Unite announced go on strike on my departure date, may be at that time I can get a full refund from the Airline. Because I made several trial booking, Expedia send e-mail to me and offer help for my trip. No thanks. I will never do business with Expedia and assure friends & family beware of this dishonest and unfair business game.

I recently purchased a hotel, air, and car rental from Expedia, I made a mistake on the return date which was my error (which was not seen until arriving at the airport for my return from Las Vegas) somehow I had a return date of March 27 instead of the intended Feb 27 Upon arriving at the WestJet counter for check in this was brought to my attention I asked to have it changed and the agent even admitted that it was a common mistake...however due to the fact I had purchased the ticket from Expedia the change could only be made by them, there where 4 seats still available so the agent kindly reserved two seats ...then after 45 minutes on the line with Expedia was told they could not make a change in under 6 hours and that there where no seats available on subsequent flights for several days...I was forced to purchase the tickets directly from WestJet as I was due back to work on the Monday. On the 28th of Feb I phoned Expedia got an agent on the line finally, who gave me a cancellation confirmation number a amount of$774.23 refund less cancellation fees etc. and while it was quite a bit short of what the WestJet tickets cost I figured it was my error and live and learn and be more careful next time...March 8 I got a call from and agent who said there was not going to be a refund as it had been denied by the refund department, I pointed out the other agents committment and was told she should not have done that...on the 9th I called again and got to speak with a well spoken (english) agent who listened to my situation said all I had said was on the previous record and after quite along wait on the telephone said she and her supervisor would review it and get back to me...March 13 still no reponse! Called again explained my story again...supervisor not available but will look into it? THIS COMPANY IS A JOKE...CUSTOMER SERVICE IS NON EXISTENT...FRUSTRATED

On 2-Feb I booked an all-inclusive 4 star holiday in Jamaica with Expedia for one week from 12-Feb to 19 Feb at the Grand Palladium hotel, Montego Bay. Expedia debited my credit card upfront for the full amount of $1, 801 and then confirmed the booking with both Expedia and hotel confirmation numbers. On 11-Feb while I was travelling to Jamaica Expedia sent me an email saying there was a problem and that I should call them. I did not receive the email until I arrived at Montego Bay airport. I tried several times to call them but because of the snowbound weather in the US an automated response told me they were overloaded with calls from travellers. I sent various urgent emails but did not get a response. I went on to the hotel where I was told that I should contact Expedia - after a lot of discussion I was told that Expedia had cancelled the reservation on the previous day! (11-Feb) and that the hotel was now fully booked and they did not have a room for me. We were forced to look elsewhere and had to take a last minute self catering condo. It was our St Valentines holiday and my wife who would now have to cook was furious. When I finally got email responses from Expedia all they said was to call Expedia for help. From Jamaica calling the US Expedia toll free lines costs $4.30 per minute from my cell phone. Over the following week I spent over 45 minutes ($250) just getting refunded with no apolgy or even an explanation from Expedia. I did not get any kind of answer by email, I was just told to call an operator. I was finally told I was being re-imbursed only $1, 635. After several more calls I was then told they were re-imbursing the total amount. I asked Expedia to reimburse my $250 cell phone charges but they did not even reply to this request. To this day I do not know why they cancelled the hotel one day before I was due to arrive.

Dear Sir/Madam,

Recently, I have met a very unfair incidence on my air-flight travelling. The thing is that I have tried to change my flight schedule for a air-flight I suppose to take on mid-March 2010. I have called the travel agency to change the schedule more than a month before the flight time; and I was not purchasing one of those cheap airline ticket.

But, according to them, by changing the flight-time, all my ticket payment will be forfeited, and I have no choice but to cancel my travel with them. However, I found it ridiculously unreasonable.

Could you advice me to which association or council should I complain to about this issue?

Many thanks.

Regards,
Jaan

They don't know what they are talking about! One person says to you we will match the price and give a fifty dollar discount on your next booking, so i will transfer you to somebody else to make sure, and after transfer, the new person says you are actually not eligble for this discount because the starting price is the same! Then when you ask why, they say yeah this is why, and then you say I have been waiting for a long time, but they have already HUNG UP ON YOU!

I was headed to NYC to for a few days at the end of '09. A business trip and to be with friends as the ball dropped. In checking flights only a week and a half in advance, I came across a fairly good deal from Expedia: 332.00 rt, but with a flight only $200 coupon to apply to my next flight booked with them. I have a trip to LA coming up in a couple of weeks, so I called Expedia to confirm those terms. Not only were they confirmed, but the rep also forwarded me a link (no longer working) that showed this to be a flight only coupon. I was told that the coupon would be held in reference to my account. I need do is call to book the flight. The Expedia ticket was a little more expensive than some others, but I'd save $150.00 in the long run so I went ahead and booked.

This morning, at about 8:30AM EST on Jan.13th, I got an email alert telling me that the coupon had been deposited to my account. When I checked the details, it turns out they have deposited a coupon that refunds $200.00, but only with a contingent 5 night stay in a hotel (booked through them) at that location. ###. Seeing the classic bait-and-switch, I called to have the terms changed back to our original agreement. Magically, they can find no evidence of an original agreement, but have extended this new coupon to me for being a "holiday customer." They also claim that they could give me nothing, and I should be happy about what I've gotten. After 1.5 hours on the phone trying to get someone who speaks legit English (Please note that I've had some excellent customer service experiences with caring operators in India, but one could not carry on a conversation with these Latin operators because they simply didn't speak the language beyond their memorized scripts.), I'm forced to move on. Btw, I bought the coupon on Dec. 18th, but one of the operators told me that the terms and conditions of the coupon weren't published online until January 8th of this year. Then he said Jan. 8th of 2008. Then he said October of last year. Without consistency in the conversation, though, it's hard to know what he even meant.

I wanted others to know, however, about this latest twist in Expedia's long history of bait-and-switch practices (http://www.elliott.org/the-travel-critic/unfair-fares-5-secrets-for-avoiding-the-bait-and-switch/). To me, these sort of thing is criminal. Expedia's decision to shuffle us off to communicative parts unknown when filing complaints is also part of their business model. I will never use them again, and I say this on principle. I hope that others, if they have similar experiences, will follow suit.

One speculation: this may be a ploy for Expedia to get around their price assurance guarantee. They may be using aggregate price cost (which factors-in bait-and-switch coupons) instead of actual price cost to calculate their reimbursements.

Either way, I'm done with them.

I saw a flight for cheaper in another website but I thought I'd book with Expedia as it is BBB's Business of the Years for 3 years. Expedia said they have a Best Fares Guaranteed policy and told me they would match the fare and issue a $50 coupon however I had to book my flight at Expedia's rate first. Then they transfered ne to customer service who will credit/refund the difference. Well after 3+ hours talking to 6 different customer service reps (because they "accidentally" hung up on me), and sending numerous emails to Expedia's customer service (which they claim they never recieved even one of my emails), and 4 days later I still have not heard from them nor have I received my Expedia "Best Fares Guaranteed" credit to my account...it's a scam! Don't fall for it. I will never book with Expedia again and I will make sure I tell all my coworkers, family and friends to never trust Expedia.

After arriving in Paris, I find out the hotel reservation that I booked and confirmed on expedia.ca did not exist. By then, the hotel was fully booked.

I e-mailed expedia and they would not explain or admit to their mistake. After a few exchanges, they began to blame the hotel and assured me that they stive for 100% customer satisfaction. However, I have a copy of the reservation records from the hotel of customers booked through expedia.ca and my name isn't on the list. Moreover, the hotel has done more to help me by finding me another hotel and settling me in there, while the expedia.ca rep did more to aggravate me by talking around in circles and ignoring my comments.

I now make sure everyone I know does not use expedia.

I booked a hotel with expedia.ca in Paris and find out when I arrive that the hotel reservation did not exist. The hotel was fully booked but they were very nice and found me a room at their sister hotel and also provided me assistance in going there. They recommended that I e-mailed expedia.ca because I had provided my credit card information to book the hotel and also to inquire as to why the hotel failed to receive my reservation.

Expedia.ca was not helpful at all and spent the bulk of the e-mail exchanges between the company and I, apologizing for my frustration (and not their mistake) and blaming the hotel. They also told me that they usually strive for 100% customer satisfaction. Then, I explained to them that I am clearly not satisfied as they have done nothing to help my situation and that the hotel had provided me a list of guests that have booked through Expedia.ca with my name failing to appear. The customer service representative replied by ignoring everything I said, and basically copy and pasted paragraphs from previous e-mails such as:

"Thank you for contacting Expedia.ca...

As stated previously, we do show a reservation in our system and the notification may simply not have been received by the hotel.

We apologize for your frustration...

If you have questions regarding this matter or require further assistance..."

Their customer service rep did nothing to make me feel better and has instead turned me away. In the future, I will find my business elsewhere and will ensure that all of my friends are turned off Expedia as well.

Expedia is supposed to be competitive and yet I've just paid $747 for a flight that I've just seen on Zuji for $450 (same plane, same time.) If it had been only something like $50 dollars difference then I would have shrugged my shoulders, caveat emptor and all that, and moved on.
As it is, the difference is a rip off to all of those using Expedia.com. I tried to complain the day after getting confirmation and they tried to invoke small print that said I hadn’t complained in time. I phoned them and they tried to fob me off with an Expedia voucher. I refused and told them I wished my complaint to go higher.
My emails requesting a report status on my complaint are now just ignored. So I am making sure everyone knows about it.

My husband and I booked a trip to Las Vegas over the new year. The whole trip was arranged with Expedia.co.uk. They sorted out the flights and the hotel for us. They could not offer any direct flights so we were booked via Washington on the way out and via Los Angeles on the way back. On the way out they only allowed us an hour and a half transfer time between flights. We have since discovered that this is an extremely busy airport for international flights and we queued for 2 hours just to get through immigration. As a result we missed our connecting flight to Vegas and there were no more flights that day. United Airlines said it was not their fault and we had to book into (and pay) for a hotel in Washington and try a stand by flight the next morning. We also had to contact Expedia and change our hotel booking in Vegas. In addition our luggage had been taken from us and we did not know where it was.

After this stressful start to the holiday we managed to get on a flight the next day and carry on with our trip.

Then on the way home we were on the plane in Vegas to take our flight to Los Angeles when there was a problem with engine. We were taken back to the terminal and told they would try to fix it. After 2 hours or so they then said they could not do so and the flight was cancelled. We then had to queue for a further 2 hours to try and get another flight. Again there were none that day so we were put up in a motel off the strip and put on a flight the next day. We were told we would get compensation but got nothing. The flight the next day was early in the morning and the international flight back to London from LA was not until the evening so we had to sit for 9 hours at LA airport.

As a consequence we were a day late getting home and had to pay additional car park charges and our son was late returning to school.

We tried complainint to United when we returned but go no response so went to Expedia (as the agents). They said it was nothing to do with them but did, eventually, agree to contact United for us. After months of tooing and froing we finally got an offer of $100 dollars flight from United. However, this could only be used on an internal flight in the USA so is worthless. We have been in touch with another couple who were on the same flight as us coming back and they got $800 each with no such restrictions.

We maintain that Expedia should have firstly made sure we had enough connection time on the outward journey and also, as agents, should sort out our compensation and they claim it back from United.

They have withdrawn £300 from our credit card without authorisation. There is no explanation for what it is for. We have an invoice saying that we have paid more than is due, yet they are now refusing to refund it. They have given us the run around for 2 weeks, and given us a multitude of excuses. Ranging from we owe them money, to we agreed that amount(we have no reference and there are records of what the amount is for)When we send them the receipt of what is owed they then deny receiving it, they also say they have no record of them owing money yet they have sent us an email to this effect.

I purchased an airline ticket through Expedia and was unable to use it when the time came for me to fly. I contacted them and asked for a credit and inquired about the possibility of transferring it to someone else and was told that I could. When I called a few months later to ask to transfer the ticket to my brother in another state so that he could come to see our terminally ill brother, I was told NO. This company does nto care about anything but taking your money. Once they have it, you are out of luck if you need to make any changes. They also are NOT customer friendly! I was on the line for 20 minutes with someone from another country trying to explain my need to get my brother here to see our terminally ill brother before he passes away and they DID NOT CARE! I WILL NEVER EVER PURCHASE A TICKET THROUGH EXPEDIA AGAIN AND I RECOMMEND EVERYONE ELSE THINK TWICE ABOUT BUYING AN AIRLINE TICKET THROUGH THIS COMPANY!

Warning to vacationers who book local tours and excursions in Maui through the Expedia Kiosks...they offer $100 off your tour package if you go to a Timeshare presentation and spent at least 90 minutes of your time. But first you must sign a pre-authorization to charge $100 to your credit card. DON'T DO IT!

I went to the presentation near the Papakea resort I stayed, spent 2 hours, which is well over the required time. I got the chit/note that said I attended and I turned it in at the Kiosk at Papakea. They still charged my card and trying to deal with it from home, I was given the run around and a bogus phone number of the manager. They think you're rich because you can go to Maui and you won't fight over $100 once you're home.

The credit card company won't handle it because I did sign the pre-auth even though the conditons are listed, saying Expedia needs to issue the credit. I met those conditions but I have nobody left to deal with.

I have photos of attending the presentation.

On our return trip from the Sturgis motorcycle rally, we booked three rooms using Expedia. Upon our arrival we were quoted a rate at the hotel that was 28 percent cheeper than the rate book at Expedia. The hotel said that they could not refund the difference and we would have to contact Expedia. Well Expedia gave me the biggest run around. I spoke to a customer service rep, then a supervisor and finally a manager. It boiled down to "to bad so sad". I told Expedia that I will do everything I can to let people know not to use their services. So here I am. Needless to say I will never use Expedia again.