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Expedia

Customer Service Ratings and Comments

Expedia is ranked #170 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 35.28 out of a possible 200. This score rates Expedia customer service and customer support as Disappointing.

NEGATIVE Comments

84 Negative Comments out of 93 Total Comments is 90.32%.

POSITIVE Comments

9 Positive Comments out of 93 Total Comments is 9.68%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • We had booked Vilnius, hotel and airlines with Expedia for 2/6/11 and suddenly received an email asking me to contact them as flights had been cancelled. I, too, was pushed from pillar to post and lost the will to live, having to hold on for about an hour, having made 6 calls. Whilst I was holding Expedia Schedule Team left another message asking me to call and yet again when I rang I had to hold on. Eventually I was told that I would receive a refund but to call customer support for rebooking. Schedule team could not rebook hotel either but customer services would. Customer services could not book hotel, at least the part to which I was connected. There is no communication, no assistance and the frustration level is 100%. I was left in tears and whilst I was trying to sort it all out some (unpronouncable) person came back to me assuring that I would receive a call within 20 minutes. This was just after 12 and it is now nearly 2 pm so the whole experience has not been exactly pleasant. In fact the only positive to have come out of all this is that I now know never, ever to book with such an inefficient company again. Disgustedly yours.

    kara 9/2/10 5:47AM

  • Don't bother calling their customer service. They'll put you on hold forever! If you're lucky your call gets connected to some Asian country. They still won't be able to help you out, no matter how small the problem may seem. They don't have any authority to do anything. They are not Customer Service Support, they are merely switchboard operators. All they do is put you on hold, tell you some BS and then put you on hold again until your ears bleed or you get a heart attack. Expedia, ever again!

    pissed@expedia 9/1/10 8:12AM

  • I booked transcontinental travel on Expedia, and had to change travel dates. I checked my itinerary for rules and restrictions, but when I clicked on the link to check the rules and restrictions for my fare, it said that the Rules and Restrictions had not been received. In July, I called Expedia customer service to ask if it would be possible to change tickets, they said it would be possible to change against a fee and the difference in cost in the flights. I went ahead and made personal and financial commitments including changing another flight on the basis of that information and then called back in August to change the flights, at which point I was told that the tickets were "use it or lose it" and that they could not be changed. The end result is that Expedia, by first failing to inform of the rules and restrictions on my flight, and then subsequently misinforming me, cost me almost $4,000. The practice of failing to inform customers on the rules and restrictions on their flights is negligent at best, and perhaps fraudulent.

    disappointed 8/30/10 3:12AM

  • the worst customer service ever.expedia made mistake with hotel(sold room in 2* hotel as 4* hotel-misrepresented everything on their webside)booking and wouldn't help at all.they couldn't even find hotel in paris for elite plus member.will never use them again.had to find my own hotel at 3am!!!!!!!!
    stay away from them!!!!!!!

    jj 8/23/10 7:26AM

  • Expedia is a complete scam. They outsource their call center to Manila and do not have competent help in case your are stranded with no reservation out of the country. Can you imagine that they assume no responsibility or liability for their errors? DO NOT ever even think about patronizing these rip off artists. Unless,of course,you want a lot of grief and want to hand over your hard-earned cash for a lot of suffering.

    strandedinpanama 8/17/10 7:52AM

  • I reserved a hotel room for an extremely busy weekend in the Santa Fe, N.M. area. Expedia confirmed the reservation by e-mail and assigned it a 12-number itinerary code. I then alerted the hotel that I planned on arriving around 11:00 p.m. The hotel informed me that it had no record of my reservation and that the hotel had been fully booked for weeks for the dates in question.
    I called Expedia, which looked into it, and confirmed that the hotel was booked. In short, Expedia reserved me a non-existant room. Had I not called the hotel when I did, I faced having to search for lodging late at night during the busiest weekend in the area. When I expressed dismay to the Expedia agent that Expedia could confirm a booking to a non-existant room, the reply was, to paraphrase: "It's common practice in the industry to overbook. Oh, well. We can give you a $25 coupon for your next booking with Expedia and help you look for another room."
    For more of the same? No thanks.

    Travel veteran 8/16/10 10:04AM

  • After being on hold for 10 minutes literally I was told they could not help me get a refund on an overcharge to our member. I am finding expedia does't seem to care once they have received thier monies. I personally will not use expedia again and will discuss it with my co-workers.
    We book hundreds of hotels a week.

    Anonymous 8/14/10 9:50AM

  • i too have also been put on hold 3 times for over an hour and disconnected. I dont usually book anything through these web sites I always go back to the actually airline or hotel website site and then make booking through them and this one time I didnt. I decided to book through expedia I will never make that mistake again they are the biggest joke of a company out there. I hope this helps anyone else. DO NOT BOOK THROUGH THEM !!!!!!!!!!!!!!!!!!!!!!!!!!!! Oh and Im still on hold with two different phone lines.

    Anonymous 8/11/10 6:30AM

  • I was trying to reach Expedia customer support to book a flight using credit on my account from previously canceled flight.

    I was put on hold for more than an hour, and then the line simply disconnected! That happened twice on the same day. Tried again today, and it's the same story: I've been on hold for one hour as I type this listening to their recorded message about how valuable my call is.

    Worst experience ever. Next time, I'm booking with a real live travel agent, somebody I know I can reach.

    Vad 8/10/10 11:22AM

  • Making a reservation for a car rental with Expedia s about as pointless as NOT making one!! In fact, it is worse because I actually showed up thinking I had the economy car I reserved ready to go. You can imagine my surprise when they did not have an economy car but a Mini Van or SUV (which I am not capable of driving) and could not afford.

    I was under the impression that I would only be paying $261 for some type of economy car with Alamo, and instead had to spend an extra hour waiting in lines and asking all the other car companies if they had a small size car I could rent and ended up paying well over the price I was expecting.

    What a mockery of the whole idea behind the term "reservation".



    mudeyes234 8/10/10 9:34AM

  • i tried to book a flight online and when i completed the purchase i got and error stating the transaction did not go through. after trying 2 more times getting the same error i called customer support. all they could tell me is the booking didnt go through. after contacting my bank, the money was taken from my account. now im stuck minus the cash and no airline ticket.

    italianospeed 7/30/10 11:23AM

  • Expedia is a scam. Their business practice is down right fraudulent. The prices they post on their website are completely false and then they try to get you to agree to a much higher package price. If you do not agree to such pricing tactics, you will NOT get your refund back. I've been on the phone for three days with incompetent and idiotic customer representatives from India who can't speak English and do not have a single clue about my trip. They kept on agreeing to refund the full amount, but never did so. After countless follow-ups, they only refunded $500 out of $3200 that we paid them. The stress and the headache with Expedia is beyond appalling. I advise all travelers to never book with them!!!!

    tangja 7/29/10 8:38PM

  • I am a Marriott employee...boy do we hate getting these types of calls...The calls where the guest says "I want to cxl my reservation and expedia/hotel/orbitz.com told me to call you guys."
    -First off...they don't like to cxl and will not cxl without a penalty
    -most of the time with them you will be charged in full without refund
    -then we have expedia call us asking us to cancel knowing it's on them! True!

    Hospitality queen 7/19/10 9:14AM

  • I booked a hotel through Eurostar. What I didn't know was that Expedia have the contract for booking hotels. On arrival at the hotel in Brussels Novotel didn't have a room. They sent me to an awful 3* hotel 200m down the road. It took them nearly a month to look at my complaint and gave me £40 back on a hotel that should cost £150. They are now ignoring me as I have said that I am not happy with their compensation or excuse. I love the line. 'We hope this does not a affect your view of our company. 1 Do not book hotels through Eurostar. Do not use Expedia. I will tell 10 friends etc etc

    Ian F 7/16/10 3:34AM

  • I recently booked a reservation with expedia. I didn't sign up as a member because I didn't know much about using this company being this is my first time. So I booked my reservation as a guest and they offered me a dining card and a $300 discount coupon book. Upon arrival, I received the card but the discount coupons were no where to be found. So as my husband and I returned from our trip we called customer support to advise them. The CSR informed us that that promotion wasn't available to me and made me feel as if I was making things up. Then he went on to say that it was only offered to people who reserved a trip to the Bahamas. I advised him that that was not the information that was given to me at the time I booked my stay. He placed me on hold and contacted the help desk. Which they verified that I was telling the truth except they said It was for members of expedia only. Which was not listed no where when we were booking the reservation. It told me that I was eligible. The CSR kept on and on and his story kept changing. It was one lie after another. He didn't offer anything to provide customer satisfaction, only way he could was if I would become a member then they would put $50 to my account. But after the lies and false advertising I do not want to be a part of this so called organization. The only thing they are good for is scamming people. From now on I will never use this company for any traveling needs.

    Anonymous 7/12/10 7:46PM

  • Ridiculous company for contacting - had to wait for over an hour when I called from Canada to the Uk to rearrange a flight - cost me £80. This is the ony way to rearrange flights with them.. Would never use them again.

    Jon 7/11/10 11:18AM

  • I think that calling customers "stupid" rather illustrates the point that a lot of people on this site are making about the compnay, does it not?

    Anonymous 7/9/10 10:16AM

  • We tried to purchase a package booking (airfare, car and hotel) through Expedia and it has been the worst experience! First of all... the package cost $1047....which is a great deal!! However, there were some problems that arose on the website when we were trying to book it. It kept saying that the car reservation wouldn't go through. Because of this... we were unable to purchase the entire package. We went online to look at our account and Expedia had charged us $1257... and we hadn't even purchased our package. In other words... Expedia charged us more than the price of the package... and we didn't even have the package b/c it wouldn't go through due to some difficulties on their end with the car rental. We are now in the process of trying to get the charges removed b/c we were charged for something that we never received!! Their customer service kept on saying it was our fault and we need to speak with our bank... well guess what... it wasn't our fault... it was Expedia's fault... and our bank is now disputing the charges! Expedia couldn't even own up to their own mistake!! We will NEVER use Expedia again... and we definitely won't recommend them to anyone!

    Courtney 6/28/10 8:01AM

  • We were on vacations and we stop for the night at Days Inn in Mobile, Al. we called Expedia/hotels and got a room there. When we got there they had no info. on us coming so I called they back and it tooks us over an hour to get a room, they did want to cancel when we finally got a room. The Days Inn was real dirty the beds had bed bugs the halls were dirty and the room stunk. They wouldn't give us another room. I feel I should of been able to cancel my room and go somewhere else.

    Sarah Torres 6/26/10 5:38PM

  • Expedia charged me for a car rental in advance & the car rental charged me again when I delivered the car!!!!!!!!!!!!!!!! My husband contacted Expedia & got nothing, but a headache!!!!!!!!!!!

    In Austin 6/26/10 2:00PM

  • Spoke with Ryan and April, then 'floor-manager' Andrea, finally 'corporate supervisor' Don Neeley. Got conflicting reasons why my itinerary could not be booked and no resolution. Was very surprised when Don told me that I "shouldn't trust a company I had never used..." Seems like the worst business model ever... oh well.

    Anonymous 6/16/10 8:32AM

  • I booked a trip to disney world this morning 6/10/10 at first it would not take my check debit card. then it would not take my credit card. it finally took my visa card and printed my recipet for $1274.91. i checked debit card that was declined and they billed $640.00 to this card and $637.00, 640.00 and 634.00 to the visa card. for a total of $2552.87 for a $ 1274.91 disney trip. I have been on hold for voer 40 min and they keep try to tell me that they are trying to reach the supervisor. They have some stupid asses working the phone and aparently there is only one supervisor who is MIA. this is a cluster fxxx of a company and i will never, never, never use this company ever, ever ever again.

    expediasucks 6/10/10 5:13PM

  • I've tried to reach them a total of five times now in a 5 day period, 4 promises for a return call, spent 45 minutes on hold trying to speak to a supervisor. I went on vacation and arrived at a roach infested hotel, I've used expedia for YEARS -- I had to find another hotel, and EXPEDIA will not refund me for the roach motel they booked me with. Absolutely horrible. I will NEVER EVER USE THEM AGAIN!!! I am also filing a lawsuit in small claims to get my money back.

    Lisa 6/5/10 2:00PM

  • ITS PHONE LINE CONTACT NUMBER IS BASED OFFSHORE,THIS IN TURN MAKES EVERYTHING DIFFICULT FROM THE OFF ,THEY WILL NOT GIVE ME A REFUND ON MY CANCELLED FLIGHT,SO WHO GETS TO KEEP MY MONEY

    Anonymous 6/1/10 1:40PM

  • I finally got through to the cust. service rep. and then he hung up.
    I don't think I will use Expedia anymore.
    Leo Schneider STL

    Leojandj@aol.com 5/27/10 9:57AM

  • the hotel expedia found had bed bugs and they said it did not matter there were no refunds. Also you can never reach a person who fully understands English and so you spend a ton of time just trying to help the "customer service person" understand what the problem is. I will never use expedia again.

    Anonymous 5/27/10 7:48AM

  • The service with Expedia was disappointing. I have an existing Expedia account and was told the Thank You Network account was inactivated because there was no use for 90 days. Does Expedia and Thank You Network expect people to travel every 90 days? Seriously?? I asked if I could reactivate my TYN account and get credit for the two itineraries I currently have with Expedia.

    To solve the issue, the reps at Expedia told me to contact TYN and TYN told me to contact Expedia. After I played the call-the-other-company-merry-go-round I finally received confirmation that TYN can not do anything because Expedia owns the account. TYN is a redemption department which makes sense. Expedia created the account therefore, they own the account. After I opened a NEW Expedia account and received a NEW Thank You Network number, I was still told I was unable to receive the credit, and there was NOTHING they could do. After asking to speak to a manager, Kristy the last Expedia rep I spoke to, not only sounded like she was in a hurry, but she said (verbatim) "they will tell you the same answer" and disconnected me.

    I went into my old Expedia account, and found a link to change my old Thank You Network number to my new one and supposedly that is now the new tracking system for my new points associated with my itineraries. Why would the rep or anyone from Expedia NOT understand how to navigate through the site and offer this solution? No efficient solution was offered, no way to simplify matters.

    I too, will definitely share this experience and moving forward, I will not be using Expedia. Even if it means booking travels separately and paying more. The deals are NOT worth THIS horrible service.

    Anonymous 5/26/10 5:13PM

  • Expedia is one shameful, but unfortunately a true picture of an organization that just wants to take peoples money but does not care at all about the overall satisfaction of the customer. Unqualified people are working the phones, that cant even count 1+1. I've been trying to solve a simple overcharge that Expedia did on my itinerary and still 4 days later and over an hour of phone chatting the "idiot" behind the phone that spoke to me did the same mistake on the charge, that we've been trying to solve for 4 days. When i tried to call the Corporate office i was on hold for over an hour so i quit. What a shame.
    Never again will you get a penny from me or anyone of the people i know. I will be writing an article on this when i return, back from serving my country, for WHO?? Idiots like this!!!!!!
    No more, i can promise you that. No more

    seal9160 5/21/10 9:12AM

  • Just received a reply from Expedia re my car hire fiasco:

    "I apologise for the delay in responding to your email.

    Thank you for your comments and feedback. I have forwarded them on to our head office for them to take on board."

    Seems to me their complaints dept is trained to empathize at a superficial level rather than to take complaints seriously.

    Anonymous 5/18/10 1:42AM

  • Booked car hire with Expedia.com.au and when I arrived in the UK I was told by the car hire company that the final cost was more than 125% greater than my confirmed quote from Expedia. The car hire firm told me that Expedia does not include taxes, vat and basic insurance in their quotes. Upon returning to Australia I have complained to Expedia about their misleading quotes..was assigned a query number and they promised to get back to me in 24 hours. That was almost 3 weeks ago and they have not replied to my further requests for information. Draw your own conclusions.

    Anonymous 5/17/10 5:29PM

  • I am really angry with expedia! I chose business class the first step I booked my ticket and followed the options and come to the end of the booking and then I found out I paid 7000 dollars for economy class which supposed to be 2000 only! They changed my ticket to economy class without special noticing me! I called them from australia and waiting on a international call in 4 hrs and the only answer they gave me is I had agree with the ticket and the condition when I select pay for the ticket! i told them I can buy economy ticket with 2000 dollars or buy business class with 7000 dollars but not buy an economy ticket with 7000 dollars. I asked them if anything they can do to reverse this. The only answer is NO! They ask me to contact the airline. Then I spent anther 2 hours getting through the airline, the answer I got was the airline company cant even open my ticket file because it was booked with expedia. The airline company asked me to contact Expedia and that s the only one who can help me! Then I called Epedia again and they said they cant upgrade the ticket and they asked me to look for help with the airline company! Then I said I want to cancle the ticket, they said they can do this for me, then they said please hold the line, and then, my line was transfered to "EXPEDIA CANADA" and the operator asked me to choose english or french!!!
    IS THERE ANYONE WHO CAN KILL THE AGENT LIKE THIS? A TICKET AGENT WHO CAN ONLY SAY NO AFTER YOU PURCHASING THE TICKET!!!

    AODY 5/16/10 7:49PM

  • My parents, who live in the United Kingdom, booked a package vacation (air and lodging) to Malta through Expedia.co.uk with a scheduled departure on April 20 from Manchester airport. Because of the volcanic eruption in Iceland the airport was closed and their departure flight was canceled. They contacted Expedia by email to notify them that they could not travel as planned.

    Subsequently, they tried many times to contact Expedia by phone (at significant expense, since phone calls to the customer service line are charged at 10p per minute) but were not able to get through. Numerous emails to Expedia have not been responded to.

    However, the following irrelevant emails have been received:
    (i) an automated offer of a #50 discount on any package booked before the end of May - no way Expedia is getting any further business!
    (ii) an automated email welcoming my mother back from her vacation and asking her to rate her stay at the hotel in Malta.
    (iii) an email addressed to "Emma Childs" regarding her claim. This is not my mother's name or the name of anyone related to her or her travel!

    I appreciate that the company was overwhelmed with the number of claims and queries, but clearly they are INCOMPETENT. Their website continues to contain minimal and outdated information and if they have hired extra staff to handle their overload, it appears they have hired IDIOTS. They obviously don't have a plan to prioritize their efforts so as to deal with customers in a timely and relevant manner and their communications SUCK. Their customer service is actually worse than non-existent.

    While they may be waiting to receive money back from the airline for the flight, they are holding money paid for a hotel stay that didn't occur and that they have not had to pay for. In this regard they may be fraudulent.

    There is no way that my parents will EVER book travel through Expedia again. After their experience, neither will I. I know that we are not alone. I just hope that we don't have to take legal action.

    UtterlyFrustrated 5/12/10 2:16PM

  • Trying to get a refund...My god, I've spent hours listening to the automated message of the woman saying 'I'm SORRY all of our agents are busy' while the steel drums tinkle merrily in the background.

    I'm SORRY Expedia but I'll never ever use you again.

    Jules Evans 5/7/10 2:01AM

  • This is embarrassing. I have been trying to contact EXPEDIA for the last two weeks by phone and it is impossible to reach them. The ashes are not more a good excuse!

    I am going to lose my tickets if I cannot contact them? In addition, I have sent several e-mails with no response.

    JT Ibarra



    Sincerely, Jose Tomas Ibarra

    JT Ibarra 5/1/10 1:26AM

  • i booked airfare, and the itinerary was changed. i had to cancel and rebook because i needed to be back before a certain time. it has been 2 months and i still havent gotten my refund. i dont understand there explanation for why its taking so long for my refund. i am tired of dealing with this company , and of the runaround they keep giving me. they lost a customer for life, and if i dont get my money back soon, then i will look for information on a class action suit, because it seems like expedia is screwing a lot of people over!

    anonymous 4/27/10 9:44PM

  • We recently used Expedia for our reservations to Europe which occurred during the volcanic ash problems. As a result, we had our plans substantially affected. Expedia's resulting support was basically nonexistent and they were impossible to reach due to extremely long hold times at international cell rates. They did not respond to emails. We are still trying to get reimbursed for itineraries that were cancelled and it appears Expedia will be nonsupportive there as well. Never use these clowns if you don't have to!!

    rochester.mn 4/27/10 3:40PM

  • Horrible Horrible service... Been on the phone for hours and they wont give me my refund! Will never book through Expedia ever again!

    Anonymous 4/26/10 5:53PM

  • The same here guys. No assistance at all. Emails not replied. Hours on the phone without answer. Want to claim for a refund, impossible mission.

    Anonymous 4/25/10 8:43AM

  • I have never ever had such terrible customer expeience as I have with Expedia. I am considered a VIP customer bc of the amount of travel I do for work. Not only are the customer representatatives rude, they hang up on you if you question them. I am trying to get refunded for a ticket I bought with insurance(which is a scam) and no one will help. DO NOT USE EXPEDIA- I will never use them or recommend them again.

    Anonymous 4/21/10 6:44AM

  • If everything goes smoothly, Expedia is good. However, when there is a slight change of event, Expedia will expose bad customer service almost immediately. Hence, no more Expedia for me.

    Due to recent volcanic ash event that affects almost all travel in and out of EU, my flight to the States was also affected, and cancelled twice. It is understood that this is an unprecendented event that would cause inevitable inconvenience. However, Expedia who claim itself to care for their customers must do much better than they are now before all customers lose their faiths and trust in the company.

    Expensive Calls to Customer Care - Sadly, it seems like a common and acceptable practice among all the companies to cunningly post 087XX premimum rate numbers as the only obvios route to talk to their representatives, even in the event to report a company's error or unexpected recent volcanic ash event. To add insult to injury, calls were put on hold for more than an hour like others had also experienced lisetning to the pre-recorded message. There are some UK local numbers available, for people to make new bookings or oversea callers (out of UK), only if one does make an effort to find out. This isn't a good customer service at all to take advantage at the expense of others' inconveniences, with time waste and phone bills going up.

    No pro-active follow up - If there is an unprecendented event, unprecented actions must be taken if one wants to be a TOP company. Despite a flurry of volcanic ash and flights disruptions related news publishes almost everywhere, there is very little update on Expedia website, and my itinerary still appeared business as usual without disruption, i.e. flight Confirmed when it was cancelled in reality. It would be comforting for customers if Expedia makes pro-active actions to update Expedia home page on the company's position and details to assist their customer to alleviate the inconveniece, as well as update the customers' itineraries with latest status. It is bad customer service to expect customer to call the company and to be put on hold forever.
    P.S. Just noticed this morning that the Company has put a travel information link related to Iceland Volcano eruption, which didn't seem to appear before today.

    Refund policy - Does anyone know what is the typical leghth of period to refund for event like this from the Airlines and Expedia?

    Anonymous 4/21/10 2:14AM

  • I wont be using Expedia again after this. Spent a couple of hours over the weekend on hold and getting cut off after an hour. And now the phone number has been dead for over 48 hours. Totally unacceptable. They don't even put any comments on their website to explain the problems.

    Anonymous 4/20/10 8:40AM

  • Same problem - I've tried to reach them a total of five times now since Friday and have yet to get through to anyone. Spent 45 minutes on hold Saturday 45 minutes on hold Sunday trying to get through to someone. No one has answered any emails. Absolutely terrible.

    MJ37 4/20/10 1:44AM

  • after having our flights canceled because of the ash, we were instructed by our airline that we needed to go via expedia. we've probably spent about £30 trying to get through now - even when you're on hold for half an hour they cut you off. if there is no one to man the phones after a certain time, or you don't have enough staff, at least have the decency to tell us in your prerecorded message. i understand this is a difficult time but expedia phone lines are making a lot of money even though they're not on hand to help.

    silverlining 4/20/10 1:06AM

  • Like a few others I have waited on the phone for far too long during the current 'crisis'. First I waited for just over an hour during the day then decided to call at night. Nearly an hour into the call listening to that awful tune and I got a standard message from the phone network saying there was a problem with the line. Going to give them one more try tomorrow and then it will be Chargeback time from the credit card company.

    SuperKJ 4/19/10 3:51PM

  • Yes there is an issue with the volcano ash - however on day 4 of the misery Expedia could have reacted with more staff on the phones.
    Twice we have waited for an hour - £12 and they keep on earning with their 10 pence/minute premium rate.
    Still no answer.

    locari 4/19/10 2:27PM

  • suck big time. no information on what to do because of the volcano on the website apart from contacting customer service, which you cant get through to, absolute garbage or other word. stuck in tokyo without any information from expedia

    vic and bob 4/19/10 4:25AM

  • My brother and pregnant girlfriend are stranded in Italy because of the volcano. Telephone number on Itinery wont connect from Italy. Booked new flight which has now been cancelled. As they couldnt get through to expedia customer services, I rang as it was 10p per minute from UK - 12 quid later it was finally answered... i got told they wouldnt speak to me and that my brother had to ring a different number. The kids are not being given any information in Italy either... I have never had such bad customer services in my life and I have dealt with some crap companies. Expedia Sucks! Big Time!!!

    Very Disgruntled with Expedia! 4/17/10 2:46PM

  • It's impossible to get through to Expedia and when we do finally get through after 30 minutes or more wait their phone systems consistently cut you off.

    We wre moved to a hotel miles away from where we booked and tried to talk to expedia via our mobiles but @ £1 a minute we ran up nearly £100 bill but kept getting cut off and none of the representatives ever called back!

    Safora 4/16/10 6:20AM

  • the worst ever!

    Anonymous 4/15/10 1:50PM

  • definately useless customer service not answering calls at all today.not stating what the problem is we are frustrated waiting to book are cancelled flight!

    Anonymous 4/15/10 1:45PM

  • Recently I tried to cancel bookings via hotels and could not. My husband was diagnosied with a urgent medical problem and we need to return to Australia. The hotels would not take my cancelation call and I was directed to ExPEDIA 1800 number. After waiting on the phone for 30 mins I was given a 1300 number to which I found disconnected.In a state of shock and stress I found this frustrating and not at all considerate.There must be a system or pathway that hotels can follow and direct cancellations to Expedia so that clients do not need to have undue stress. Aussie travler. I certainly will not be using expedia in the future. i will go thro a travle agent.
    r

    Anonymous 3/23/10 11:09PM

  • You should always try to call the hotel directly to book your rooms. Compare prices online and then give them a opportunity to beat the online price. I have had great success with this as they do not wish to have Expedia and Hotels.com take a big commission. It is much harder to get a refund or cancel when you book with someone other then the actual hotel. I don't really believe the hype of they have the lowest price after working in a hotel. Hotels offer the same rate on their own website and all internet websites. The only difference is how they all display the rates before fees and taxes. Stick with booking directly with the hotel.

    Anonymous 3/15/10 5:17PM

  • Expedia messed up big time. They booked a trip for seven 18 year olds to miami in a hotel that needed 21 year olds to be checked into. They are refusing to refund the trip and we have no where to stay. I say screw expedia book through travelocity.

    Anonymous 3/14/10 8:57AM

  • Unable to understand my request, which was to check into a possible refund and booking on a different airline in the event of a BA strike. Tried to explain this simple situation 3 times, including to a "supervisor"...no luck. Will look elsewhere for better customer service next time.

    mark61 3/13/10 2:11PM

  • 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

  • Submit your comment >>
  • I'd like to give my positive comments and appreciation, particulary to the operator in the Athens call center, Mr. SAVERIO, who helped me in a troubleb case of hotel cancellation, demonstrating high professionality, patient and efficiency.
    I'll appreciate and be gratefull if you could pass my personal thanks to him , since I cannot reach Mr. Saverio by e-mail.
    EP

    Anonymous 7/23/10 6:51AM

  • 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

  • Submit your comment >>
  • 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



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