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Expedia

Customer Service Ratings and Comments

Expedia is ranked #63 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 54.45 out of a possible 200. This score rates Expedia customer service and customer support as Disappointing.

NEGATIVE Comments

30 Negative Comments out of 38 Total Comments is 78.95%.

POSITIVE Comments

8 Positive Comments out of 38 Total Comments is 21.05%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • I booked a trip six months ago via a phone agent at Expedia. He spelled the names incorrectly for our international flights. Expedia cancelled that trip and rebooked with the names spelled correctly. However, both packages were charged to my credit card. After spending several multi-hour phone calls and faxing copies of my credit card statements (4-5 months into trying to secure a refund they claimed the original charge never went through). Six months later and they still owe me over $1600.00. They apparently won't care until I hire a lawyer.

    readteachtravel 3/9/10 7:42PM

  • My last time with Expedia, I vow.
    Customer service can't be reached, even though my call is supposedly very important to them. Not important enough to be answered though.
    I used to like Expedia. No longer. I leave them to their corner-cutting bad practices.

    John 3/1/10 9:54AM

  • Bottom line = I will never use Expedia again! AirTran cancelled my flight to New Orleans due to weather; I asked for a thought I had received a refund; when I tried to reserve another trip,Expedia told me that the refund had been used and was no longer valid. Cost me $280. I spent over two hours talking to people in the Philippines who spoke very little English and refused to transfer me to someone in the US whom I could understand.

    Anonymous 2/23/10 7:06AM

  • Expedia failed to book my first leg with Delta for a trip to China although it was listed on my itinerary. When I called Expedia an agent said she would cancel the WHOLE trip and refund my money (it turned out she did NOT cancel my trip at all). Since it was a family emergency I decided to buy tickets as I went. So I bought the first leg and got to JFK. There from my second leg carrier I found my trip was not cancelled so I decided to use the rest of the trip.

    Now I'm asking them to refund the amount I spent on my first leg, which is only $200+ out of a $3700+ trip. They say since China Eastern was the main carrier for my trip, I have to wait on line while they spoke to China Eastern. I waited for more than an hour only to hear the agent tell me she could not effectively communicate to the carrier (China Eastern is good with in flight service but terrible with customer service over the phone). At least this agent was very polite and patient.

    At that time I was transferred to a supervisor. She again asked me to wait while she spoke to China Eastern. At that time, I had enough. I said, if I buy a car and a part fails, the car company will fix the car for me right away and resolve the issue with the part supplier later. They will not hold me online until they get money from the part company. As far as I'm concerned I'm Expedia's customer. Suppose Expedia can't get money from China Eastern (if they can't, nobody can), am I still entitled a refund? The supervisor interrupted me many times and refused to answer my question. I had no choice but end the phone call.

    Poor customer 2/18/10 11:20AM

  • Worst customer service ever... I was on hold for literally hours!!! Claimed they would call me back, and on several occasions they suggested I call them back in 15-30 minutes as if something would change. I needed to change then cancel a flight due to two separate Blizzards on the East Coast... despite the weather advisory Expedia claimed that I needed to forfeit $400 to rebook the same flight 7 days later. After 7 days a new storm canceled travel... Expedia didn't care that it wasn't my fault. I will never use them again.

    Anonymous 2/10/10 12:38PM

  • What an experience, never again!!
    They put may e-mail address down wrong and when I tried to call them it was 3 days and alot of time waiting on the phone and I still didn't get that resolved. I had to just call the hotel myself and make sure the reservation was made and I wouldn't be left out in the cold. I wouldn't recommend anyone to this company.

    very dissayisfied customer

    Anonymous 2/10/10 12:34PM

  • I guess weather/snow make the customers stupid and incapable of reading... Expedia is crooked and people should not use this service. The take your money if a flight is canceled due to weather, reminds me of the movie Goodfellas... "f-you pay me".

    Anonymous 2/10/10 12:33PM

  • This is the worst company in america they don't care about their customers if you want real travel service use priceline they answer the phone.

    Anonymous 2/10/10 11:05AM

  • This is the worst company in america they don't care about their customers if you want real travel service use pricline the answer the phone

    Anonymous 2/10/10 11:03AM

  • Expedia owed us credits just over $500, when we went to use them, OUT CAME THE HIDDEN FEES! When I raised a stink, they got a "supervisor" to help me who wound up charging an extra $375 to my card when they were supposed to give me credits. This put my account in the negative and I was charge with over $200 in fees from the bank due to Expedia and THEY DON'T CARE! The REFUSE to reverse the charges and say I am out of luck! You can NOT trust them! Go to Orbitz or someone else, they are horrible and will steal you blind!

    Lmaralin 2/4/10 9:43AM

  • Never use Expedia. Learn from my experience.
    Their customer service (what service?) representatives leave you on hold and just hope you will hang up.
    They lie -- "I will call you back in one hour" and never call back.
    They mislead -- "If you will call back between 1 and 5, we can resolve your issue." but when you call back they tell you - there is nothing we can do and we can not help what the other representative said.

    NEVER, NEVER use EXPEDIA.

    Never Use Expedia 1/27/10 2:08PM

  • My wife and I are long time Expedia users. We recently booked flights using Expedia for $797 per person. This morning I checked the flights again and found that the price on Expedia was the same, I also checked Flightnetwork and found the same flight, same date, same carrier for $429 pers person. I called the Expedia Customer support line and spoke with Nidha. She told me this was the Expedia price, I asked to speak with a manager and she refused, she became quite rude and abrubt, I requested numerous times that I be allowed to speak with her supervisor or manager and she raised her voice with me. I was told that this was the price and that was the right answer so I could not speak with a manager. After long periods of being put on hold and requesting numerous times that I speak with a supervisor she took my number and said someone would call me. That never happend. I am shocked at this behavior on a "Customer Support" line. I wanted to discuss the huge price discrepency. I don't have an issue with small differences which could be due to adminsitration however a difference of $736. is offensive to me.

    I did get several "canned" email responses but no one was willing to speak with me about the conduct of this employee or the price discrepency.

    I will not use Expedia again.

    Jim 1/5/10 12:33PM

  • I NEVER THOUGHT THIS WOULD HAPPEN TO ME--IT CAN HAPPEN TO YOU TOO...PLEASE READ. The worst thing imaginable happened. I booked our Mexican vacation with Expedia via phone using our credit card. Several days later, additional non-authorized purchases were made for round trip tickets on JETBLUE between San Juan and Orlando. EXPEDIA left me on hold and kept transferring me around for about 1-1/2 hours. They suggested that I take it up with my bank--DUH!!! I asked for compensation due to the inconvenience and security breach of my personal information and they were NO HELP AT ALL. JETBLUE and EXPEDIA did a great job of protecting the name(s) of the persons that stole my credit card. Ironic that your personal information can be stolen, but the theives information remains protected. There is absolutely ZERO ACCOUNTABILITY with EXPEDIA. They do not protect your information and personal financial information--AVOID THEM AT ALL COSTS. USE KAYAK INSTEAD.

    scammedincolumbus 12/7/09 11:19AM





  • Your complete lack of sensetivity to my concern boggles my mind. I am a disabled Korea vet. I wanted to bring my family from Denver to Billings for an early birthday/christmas celebration. I booked 4 tickets on Monday, $400 each. Today the tickets on line, same flight, same days, are $120 ea. My converation with your customer service rep to see if there can be any monetary consideration made for a change leaves me complety exhausted with the continual monotone voice" SORRY SIR, THERE IS NOTHING I CAN DO". even your manager with the same diatribe. You can rest assured I will not use your services again and will do what I can to discourage others. You certainly do not live up to your mission statement,"TO BE THE LARGEST AND MOST INTELLIGENT TRAVEL MARKET". bah humbug.. BEING RETIRED, I COULD USE A $1000.00 REFUND ON TICKETS CONSIDERING THE PLANE IS COMING THIS WAY ANYWAY. I am confident this whole note will again fall on deaf ears.

    Ziggy 12/3/09 7:03PM

  • I made a booking through expedia 2 months ago and I noticed that one of the flights confirmed does not exist anymore. I called expedia and they told me to call the airline. The airline has no details of our reservation at all! They told me to call expedia. I sent 2 e-mails and made 3 phone calls to the USA. NOBODY can help!! DON'T USE EXPEDIA EVER!
    I still don't know if I can travel as expedia tells me I am booked and the airline tells me I am not.

    Anonymous 10/29/09 4:02AM

  • I could not be more disappointed in Expedia. we booked our flight over 6 months prior to the date of departure only to get an email from expedia about 2 weeks before the flight to find out our selected seating was bumped to the very rear of the plane (row 29). I called the carrier and was told expedia had been informed the day I booked the flight that the selected seats were reserved for medallion members- only expedia never told us. Expedia claimed they could not reserve any other seats on the plane for us- they were all held by the airline. So much for booking early. This is my second and LAST bad experience with Expedia...fool me twice shame on me!

    Anonymous 10/27/09 7:29AM

  • I booked a trip for Feb 2010. I received and email that my return flight was cancelled. I called customer support. I was on the phone for 40 minutes and was disconnected. Each time I call back I get a different country and the reps are difficult to understand. I still do not have a return flight. Their customer service is horrible. I will never book another trip with Expedia.

    df0403 10/1/09 6:39AM

  • Basically, Expedia considered me to be a "lair" until they "reviewed" the tapes of the conversation I had with one of their agents. Gee, guess what? I had not fabricated the promised travel package as they assumed I had. No apology. Begrudgingly , they offered to honour the original price, but in a very convoluted method.***** I would never deal with them again and I would suggest you take great precautions when arranging anything through them.**** Atrocious customer service. They seem to forget who is paying their wages.

    Barry 9/21/09 10:56AM

  • Expedia does not stand by their Travel Insurance. Not only I was NEVER refunded my money for air travel but I was charged four hundred dollars extra for trying to use my Expedia "credit".

    Folks, NEVER use Expedia. They will use any chance to rip you off.

    GregP 9/18/09 7:51AM

  • I needed to change my itinerary and called Expedia 3 days prior to cancel my hotel. They said they could not cancel because certain hotels will not allow cancellations and mine was one of them. I called the Days Inn and told them and they noted that they always allow cancellations. Then i waited 20 minutes on hold for a supervisor, Lex Escudero, who said our hotel would not allow cancellations...When i told him I called the Days Inn and they allowed it , he replied well the website said it was non-refundable. I enclosed the website info and mailed it to my credit card Company to show them that it did not note non-refundable. They still REFUSED to pay me back my 2 nights hotel refund! Expedia are rip off crooks and non customer service orientated at all.

    ddevore 9/15/09 4:15PM

  • took 4 hours to get someone - went through Central America, 2 supervisors. finally got someone who AGREED TO REFUND. still waiting...

    sheila 9/14/09 8:35AM

  • Oh hell.
    Very VERY bad customer service! You speak to three persons and get five different answers! Even when you note their names as reference it really doesn't matter.

    I'm really frustrated. I just spent too much money and definitely was awaiting a better service!

    Elmstreet_Hunt 7/31/09 5:16PM

  • Never again Expedia.com they sell uncomplete tickets. The traveller does not know and if they have to fly there is missing an important amount. You are obliged to pay the difference otherwise you will not fly... horrible experience never again..... the customer care center lets you waiting for a long time you spend a lots of money and the hang you down the phone or telling you that they can not do anything....be careful

    boracay 7/29/09 4:39AM

  • The only thing worse than the promises of Expedia for the last 11 months is the fact I'm still trying to resolve my ticket for the last 11 months. DUH! Every phone call is "just one more fax" away from resolution. DUH, again. (me)

    If I could afford better, it wouldn't matter but since we (customers) use Expedia for reduced fare and customer service- it's what we expect. NOT WORTH IT . I could have flown to INDIA, printed the paperwork out, eaten at McDinialds, flown home, walked to the bank and cashed a check myself and still saved money over the cost they have wasted going over my refund AGAIN and AGAIN...

    I like the fact that there is only ONE ingoing phone number.... People don't have names, there is no continuity with customers and feigned ignorance is equal to .... you guessed it "DUH".

    Expedia own/operated more than the Expedia company, so check it out before you use a travel company.... and whatever company you use, ALWAYS call the hotel, etc. Personally and VERIFY your reservations have been RECEIVED!!!

    Myself, I'm off to schedule my next trip... airfare, car, hotel, etc......... not through Expedia! The name alone is an oxymoron.

    Annon. 7/24/09 1:53AM

  • I will never book another vacation through Expedia. All of the people you talk with are located in the Phillipines. They have no authority to do anything for you. It is the worst service and pricing. I advise to use someone else.

    Anonymous 7/14/09 1:27PM

  • I was unable to contact the company by telephone and was advised that the number had been disconected. My email queries haven't had a response. I can't locate this itinery on line. I haven't received the documentation promised within 4 days for Itin# 128278967 19.

    Bank records indicate that funds have been paid from my account.

    Anonymous 7/2/09 1:18PM

  • 3+ hours on the phone with no resolution... I am surprised anyone here is smart enough to tie their shoe.

    Anonymous 7/2/09 10:45AM

  • This company is absolutely awful to deal with. They refunded the wrong card and to date I have spent hours upon hours attempting to get someone on the phone who can help me and I still do not have my money. I am convinced that they are trained to argue with customers. Nobody has a clue. And I despise being told that managers are "busy dealing with other customers". Now I know why--because so many people have problems!!

    macycat 5/15/09 3:32PM

  • WORST SERVICE I EVER HAD. ONE PERSON WILL TELL ME SOMETHING ELSE AND WHEN I CALL BACK NEXT DAY ON SAME REF# THEN THE WHOLE STORY CHANGES AND THEY TELL ME TOTALY DIFFERENT THING.

    I AM SO UPSET WITH THIS WHOLE EXPEDIA.COM CUSTOMER SERVICE. THEY HAVE NO MANNERS AND THEY LIES ON EVERY THING YOU ASK THEM.....

    WHEN I FINALY ASK TO SPEAK TO THE MANAGER THE REP. TOLD ME THAT THE MANAGERS ARE NOT ON THE FLOOR AND THEY ARE VERY BUSY TO TAKE MY CALL.

    ITS NOT WORTH BOOKING THRU EXPEDIA.COM
    WORST....

    NB

    MAX 4/24/09 12:09PM

  • Worst customer service I have ever seen. My call was transfered from US to India, then to Canada, then to France and nobody fixed the problem (which is only about changing a ticket). Yes, it might be a couple of dollars cheaper but it is really not worth it when you see the customer service.

    A.D.

    arno 1/29/09 12:30PM

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  • I have been happy with Expedia. Definitely check back if you do not get your e mail confirmation within a day- dont wait like some posters did...(duh). It has not been my experience that they "select seats", although I have not pursued that- I do that at the airline. They are not a Travel Agency, for heavens sake. I have booked quite a number of flights including overseas and with different airlines, happy with my service and any related customer service has been attentive.

    Marin 12/9/09 8:45AM

  • I like the people working with this company. They are very friendly and polite. They also take a lot of effort in contacting me by either email or voicemail about updates on my reservations. Operators i talk to are always helpful and friendly either in US of Philippines. Most of my friends and family members use expedia for travel.

    CG 11/22/09 12:01PM

  • Used the number and got a person immediately who was polite, helpful and resolved my problem

    Anonymous 10/20/09 7:21AM

  • I was on the brink of confirming my booking, and then I started experiencing problems connecting to their website. After making several further attempts to connect for the next hour, I decided to call them. The woman I spoke with was very polite and made sure my hotel reservation was completed. Excellent!

    Anonymous 9/6/09 10:21AM

  • I just finish placing a call regarding 3 international tickets I purchased. They answered the phone and my questions!

    I'm shocked to see how many complains there are about them. I hope I don't get in trouble...
    I only purchase airline tickets. I have used them 15 different times and never had a problem...

    Pettit 8/20/09 1:10PM

  • mavie,the customer service representative was very helpful,she provides me with all the information i need patiently,i would highly recommend expedia to all my friends.thanks a lot mavie. from regina and resty of las vegas ,nv.

    Anonymous 7/31/09 2:57AM

  • EXpedia is absolutely great! the representatives i spoke with, they are friendly and nice. i would recommend expedia.com

    candice_nyc 7/20/09 4:40PM

  • When I called Expedia the gentlemen was very helpful and listened to the problem I was having booking my flight. In no time at all he found the flights and was ready to resolve my problem!
    Thank you Expedia!

    Anonymous 3/27/09 7:16PM

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  • Some of the Expedia customers are really good. They understand the policies and they are happy with Expedia. But there are a lot of stupied customers, who don't understand the policies and they keep complaining on Expedia. Even though the customers make mistakes, and are liable for a charge, they put the blame on Expedia. When we listen to the calls, we come to know that it is the customer who made the mistake and they are not willing to accept it. If the customers are not happy with the hotel or the flight, they shout at the agents, and mark them down.

    Anonymous 12/9/09 10:31AM

  • then why would you comment on it when you dont even have direct experience with the company. i am so amused at the stupidity of some customers. they dont read, they make up stories, and keeps on shouting, blaming on whoever they can. i dont know but a lot are just plain stupid. we do have recordings. we know what transpired in a call so we'll stand by it.

    expedia agent 9/3/09 11:35PM

  • I've never booked for Expedia, but I do work for a The Hilton Garden Inn and we occasionally have resevervations made by Expedia. What Expedia does is just request a room for you. They tell you that you've got a king bed or a room with 2 beds; in reality, they just request the room. they don't guarantee it. I would never ever make any reservations with Expedia!!

    Anonymous 5/2/09 3:47PM



  Contact Information  
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Complete Expedia customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete Expedia customer service phone numbers and contact information at ContactHelp.com
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