Drove 6Hrs from London to get to hotel in lake district, was told we don't have any booking. apparently central reserv system of expedia screqed up. called them from lake dist, no help in arranging alternate accom. Lodged a complaint to customer care, who i guess are based in India but still no response its been more than 2 months, will never use again. still awaiting refund of original as paid in advance.
For all people who give this company four and five stars beware ,they will get you in the end. Sometimes the room selections in hotels offer meals etc. but after you have selected, and payed they suddenly dis-appear from your itinerary. Have used them over the last 4 years and any problems have been sorted out quickly, usually by a pleasant lady somewhere in London.But now when things go wrong, you need to speak with an agent somewhere in Asia who can speak English, but can't understand it, and just tells you to wait for 10 days for a further reply. Yes this poor customer care will cost you in the end.
Send me a voucher offering £20 off my first booking through the iPhone app. Downloaded it, entered voucher code only to be told it wasn't accepted.
Contacted 'customer service' to be told minimum spend was £100.
Asked where on the email it said this and was told it says so in the terms and conditions.
Sadly the email didn't include either the terms and conditions or a link to them.
Pointless waste of time as although it got me to download the app I have now deleted it and not only did I not book, I will not use them in the future. Oh, I booked with the hotel direct and it was £4 cheaper anyway.
Way to go expedia marketing guys - epic fail
Expedia are the worst agent. I booked a convertible car through them but when I went to collect the car it was not available. I called Expedia to get a refund but they would not help. I had to call them 4 times, each time having to wait 30 minutes in a queue and then they would hang up on me. When I did finally get to speak to someone they would not give me a refund and said that I had to write a letter of complaint. I will now be taking legal action.
Expedia redefine unacceptable. How these people sleep at night is beyond me. For anyone reading the good reviews, ignore them as they are most likely fake.
Here's just a few reasons that they should burn in hell:
1. Paid more for the booking than the actual hotel walk in cost.
2. The pictured looked amazing - the reality was flies, bed bugs, hair and uncleared rooms - at three times the price of a motel.
3. I booked a non smoking room. Instead of saying there were non left they booked me into a smoking room. The bellhop said this was common and gave me some disinfectant spray. WTF!
4. Once booked the refundable booking instantly became un-refundable.
I want to shoot them all in the head.
I don't usually rate anything, but I had to have my vengance from this company. They forgot to do the reservation, the price they gave me was exactly the same as if I had checked directly with the hotel, as i walk into the hotel and they tell me there's no reservation in the hotel, I got to antiher hotel and after me vacations I call Expedia to ask for my money back.... They say it is impossible.
Made a reservation through Expedia for Hilton in Las Vegas 1 week ago, when I tired to check in with Hilton there was no record of my booking because Expedia hadn't notified Hilton. Had to wait more than 1 hour at the front desk while the poor receptionist had to call 3 different people at Expedia to confirm our booking and confirm the payment. Since the first just hanged up after explaining the case and the second couldn't confirm the payment. Never ever using Expedia Again!
I made a hotel reservation via Expedia for a night stay in Mercur Hotel Manchester, however, on my arrival I was told by the hotel no such a reservation and they couldn't give me a room to stay. When I phoned the customer services of Expedia about his, they were very unhelpful, after more than three hours waiting and many phone calls to them until the battery of my mobile run out, I was still not given a room either in that hotel or in an alternative one. In the end, I had to find another hotel myself for the night after all these exhausting phone calls. When I got back home, I phoned Expedia again for a refund of my reservation, I was told that I had to write to their customer services to make a complain for the refund, which I did..... It took more than a month for their customer services to issue the refund, bad still, I did not see any apologetic words from their response for my ordeal. The best words I could find were "I am glad that your correspondence was brought to my attention....". I can't understand at all why he/she was so glad.....
My daughter and I were due to fly to Barcelona for her 18th B'day and although our package had been confirmed at time of booking online (weeks previously) - when querying the absence of an email confirming the flight and hotel vouchers a few days prior to departure, we were told by Expedia's call centre that the booking had not 'gone through' (some rubbish along the lines the card had been declined) and that we'd have to re-book our holiday. We were not informed either at the point of booking/paying nor by email afterwards that there was an issue processing the payment and that the holiday was not, as a result, booked.
Unsurprisingly, with the bank holiday weekend imminent, the hotel we'd chosen (and many others we were now forced to look at) was fully booked!
Our holiday has ended up costing us double the initial price as we have been forced to pay up for a more expensive room/hotel.
Expedia took absolutely no responsibility for their mistake and barely apologised. They literally blamed us for not having noticed Expedia had failed to send a confirmation by email.
Appalling service - never ever again!
My main problem with Expedia is that everytime we have wanted to book flights at the time of payment they come up with 'fare not longer available' and they increase the price.
It happened once and thought it was a one off. Then again and I decided to book with someone else. I tried it one last time to book my Easter holidays. Not only the website was not working but we were on the phone for an hour and had given all info when at the moment of payment the operator said 'oh, that fare is no longer available' it would be 300 pounds more now.
So, terrible customer service and overpriced.
My solution,use a search engine like the brilliant momondo.
Problems with shuttle from airport to hotel. Expedia told me I might have to wait 3 hours. Attitude was very much not their problem. Further compounded by response when I asked them to check out the return shuttle that they tried to contact the local,office, could not get through, and so have just dumped the problem back with me. Appalling customer care.
I missed a flight from London to Brazil. The airline initially told me I would have to buy a new flight, but then they saw that I'd booked through an agent so told me to call them.
When I spoke to Expedia, I was told that as the flight hadn't been used (this is before take-off), I could just change the flight to the next day. It cost me around £15. I had to wait for the customer service person to call me back and confirm, which took maybe 30 minutes, but it was all sorted within about an hour or so.
I must admit I'm really disappointed with Expedia, I used them for two holidays I've yet to go on with and they've already upset me big time. I wanted to change our flight home from Vietnam next March and was told I could do this for a price. I said fine gave my card details over the phone then received a email saying it was fine. The next day I was contacted by them to say could I phone up and pay again the payment hadn't gone through. I phoned again was put on hold for 35minutes then gave my card details.
Only a few days later did I notice they'd taken £100 more than they should've done. I've spoken to them several times and they say on my account there isn't even evidence of a signal payment being taken. I've sent them my screenshot of bank balance showing details where it says Expedia/airline took payments and no reply. I've emailed several different email addresses and even went on their Facebook page but my post was deleted. I honestly feel like I've been stolen from and now being ignored. On top of that my dream holiday is now slightly tarnished. Their seriously stupid as well as I had more holidays, transfers etc I was going to book with them and won't now!!
I won't stop until I get MY money back but I feel it'll be a very stressful and annoying process. Really really awful to treat people this way.
It was not clear whether or not I had paid for the hotel and, as it was a long haul holiday, I did not have time to check this out. Consequently, when I was presented with a much larger bill than I had expected, there were problems at the hotel (Nu House, Quito). They had had so many problems with Expedia before that they stopped their association with them immediately. Would not recommend to anyone.
I've used Expedia a lot over the years and until recently I'd fallen into the habit of not even checking elsewhere when booking flights. But I wouldn't recommend them anymore and am looking at the alternatives.
They do quote some very attractive prices, but watch out for messages such as "Your ticket price changed from £329.35 to £491.15. The airline could not confirm the original price due to pricing or availability changes that occurred after we posted the latest prices on our site. Continue booking or look for a different flight". I could understand that if the prices were back into sync a few hours later. But it seems to be systematic, trying to book again after a few hours or even on another day and the same problem comes up - a very attractive price that then goes up by about 50%.
There is supposedly a phone option, but it switched from asking me to wait one minute to telling me that all their operators were busy, then repeated the "all our operators are busy" message without any gaps in until I just had to put the phone down.
Then when you try and complain by email whenever you try to click on the email option it takes you through a menu of standard faqs rather than actually letting you send them an email.
Booked a flight to Amsterdam to meet up with friends in May this year. Had to change outgoing flight to a later one. Was too expensive to change with existing provider having spoke to Expedia customer service, so said don't worry I'll book a separate outgoing flight with someone else as cheaper and return on my existing inbound flight.
At no point did they tell me that if you do not check-in to existing outbound flight, even if you are not going to take it, do they cancel the WHOLE booking. Turns out I had no flight home.
I found this out just before i was fly out and had to book another separate inbound flight. Ended up being a very expensive trip.
Nowhere did it say anything about this issue, nor did they advise me of the implications. The last customer service person I spoke to on 03.05.13 I asked to escalate the compliant, which he said he would do and that I should expect a response within 7-10 days as they have to review the telephone calls.
I have yet to hear.
I have filled in TWO customer feedback questionnaires with Expedia - both explaining the issue - no feedback.
They really are not concerned about customers. Unfortunately I booked another holiday with them prior to this, but have since had to book another flight (frequent traveller) and I paid more to go through someone else than use Expedia - I will not use them again.
Customer service = terrible
Systems = terrible
compensation = terrible
I CAN NOT RECOMMEND LOWCOSTHOLIDAYS ENOUGH - UK CALL CENTRES AND EXCELLENT SERVICE - SWITCH YOU WON'T REGRET IT!
I first booked a holiday with Expedia 3 years ago to L.A. and I had problems when they charged my credit card and debit card (saying the former had failed so I paid again). I was charged by my bank interest on the expensive holiday until it was all sorted. The 6 weeks it carried on was very stressful and instead of sending me compensation for the bank charges they sent me £150 voucher for Expedia - who I would never go with again! Suffice to say I never used it.
3 years later and I messed up and stupidly thought it might be a one off (from looking at other online reviews I can see it is not!). I got sent an email to say I needed to add baggage to my flight (already done) I emailed three times (no response), I then called the customer service (call centre in India, very, very rude and unhelpful). They told me I needed to speak to Easyjet. I explained I had paid expedia and booked through them so I needed them to look into.
The holiday was very expensive and adding baggage is only £30 per person, you'd think they would say so sorry about this. We've called easyjet and modified your booking and you'll get an email confirmation later today.
Instead all I've had is an email from easyjet - again saying I have no baggage. I will now have to email them direct.
They make what should be something to look forward to really stressful. Don't book with them. For the sake of £100-200 use someone else. Hate to say it but when you have a UK call centre they listen to the problem and sort it for you.
I have booked flights and hotels all over Europe using Expedia.co.uk. In 2002 an online payment problem for a hotel in Italy was resolved when they called me and I was impressed.
Recently a hotel in Portugal I was booked into shut down. I received an email asking me to contact Expedia Lodging Operations to confirm a change of hotel choice they were proposing. They gave two numbers, one in the US and an international one. Neither would connect from Skype. I rang their UK number and was told there was a problem and that they would call me back to save me hanging on the phone. Ten minutes later I received a call to my Russian mobile from the UK, was thanked for my patience and then transfered to the Lodging guys in the US who then ran through some options and left me with an appropriate alternative. The email confirmation arrived before I had finished the call.
It seemed a bit long winded and at first I was a bit put out, as the reference number in the Lodging Ops email was different to the ref number in my booking from Expedia. Also, the contact numbers were not familiar. In the end though it was all genuine, the staff were, importantly, able to provide solutions at every step and were very polite.
Over more than ten years, these are the only problems I can think of. Some flight options in Eastern Europe are not covered I've noticed and the same goes for hotels which are not so western facing. I wish they'd connect up trains as well.
Overall, a good place to start at the very least and of the most trust worthy I've encountered.
I went to buy return flights to Vienna through Expedia. Simple you might think? I found the flights (via Munich with Lufthansa) and tried to book...got a message that my credit card had been refused. No booking notice, no tickets...since the credit card had been refused, I used another and booked the flights direct with Swiss. Job done - didn't think any more of it.
Well, didn't think any more until I looked at my credit card statement. Invoice for £305.25 from Lufthansa - what for I thought? Phone Lufthansa and they can't help me becuase I don't have a ticket or booking reference...because Expedia hadn't sent me anything. Call to my credit card company and I have to pay the amount and dispute it unless Expedia refund it...
So, two calls to Expedia. First call reveals that they know about these flights but claim there were no charges and it is isn't them. Having done a full circuit of parties involved, I went back to Expedia armed with the reference from Lufthansa which was the e-ticket number. Suddenly Expedia can match those numbers up. The man on the end of the phone said "I suppose we should refund you"...SUPPOSE?? As I stated, without pointing fingers, they were the party who enabled Lufthansa to take the money, so they have to be the company who will refund it. He found the exact amount, the exact date and then said that he would have to refer this to his manager and another team. Expect results within 48 hrs? So far, at 48 hrs...nothing at all. I hope for the best (refund) but have started the dispute process with credit card company.
UPDATE - 23-5-13
Thanks to Stuart Newman, this issue got escalated and the transaction was identified, reviewed and a refund is now being processed. The refund is split between Lufthansa and Expedia, so the lion's share has been processed - a good start. Thank you to Stuart for picking up the review, and making contact - great service!
Have used Expedia literally hundreds of times occasionally with problems - largely of my own doing. They have always managed to sort the problems usually at no cost to me. The only reason not to use them is they don't have availability for hotels or flights I want.
Have had a few trips with Expedia over the years which have gone to plan, but a on recent trip to Berlin we missed the outgoing flight as we were not informed of schedule changes. We were told at the airport that the same thing had happened to Expedia customers the day before. We rang Expedia & were passed around different people who promised to ring back but never did. Luckily the airline staff sorted us out another flight, no thanks to Expedia. I can accept honest mistakes but the fobbing off & abject lack of responsibility means that I am not willing to take the chance of booking a holiday with them again.
booked a secret saver hotel in Paris, 4 stars.
The hotel I got was more expensive than booked with the hotel, and its not a 4 star hotel. Expedia promises at least 40 % discount, when in fact it is more expensive!
Its a hotel that they can not sell by naming the hotel on their website, because it is not 4 star and has very bad reviews, even on their own website.
There customer service in India ist total useless, the hang up on you when you phone them, contact them an Facebook and they refer the complaint to India, who are absolutely useless.
Would never book again with Expedia.
Shocking. They claim any enquiries will be answered within 48 hrs. After my third enquiry, a week after my original enquiry, I received a completely unhelpful reply, telling me to call their number instead, which no doubt will cost.
My experience is obviously tiny and unimportant compared to those whose tickets are cancelled, replaced etc, but I think it's very symptomatic of how this company runs and treats its customers.
I have often used Expedia before but after the latest hassle I will never use them again. I needed to change my booking for four people travelling to U.S.A. as my grandchildren could not go. It proved impossible to do this on their website and attempts to contact Customer services by phone were all futile. There were numerous hang ups by their staff, promises by them to call back which they never once fulfilled ,and refusals to refund even the tax on our flights, never mind unused air tickets. They did not register my complaint ass promised. These were non refundable but a check on the airline website showed that they were already sold. They ought to refund us in these circumstances. I do not think anyone should ever use them again. I certainly wont
Two months after buying Walt Disney World tickets (with my holiday package, hotel & plane), expieda conntacted me and said they were cancelling my attraction tickets and refunding me the money.
It turns out that the ticket price has now gone up £20 on their website and I can rebook at the higher price. Re-booked direct with disney for around original price I got from Expedia.
I only booked with expedia as they had the whole package together. Having them cancel my tickets with less than 2 months before holiday, and prices have gone up on all other sites now is discusting.
Won't trust buying tickets off these guys again. They should honour package all together and not be able to cancel part of package with you having nothing more than money back for part of the package.
Booked a week holiday hotel in Italy from uk. On contacting hotel to book taxi from airport, hotel informed be not booked. Expedia never informed me it was cancelled and I had booking confirmation e mail. On spending fortune for one hour on phone to Expedia, they could not explain why and did not care at all. Avoid Expedia like the plague, I am putting this review on every site I can find
I like the ease with which multiple destination flights can be booked. Everything has always gone well, bar once. A hotel went out of business. Then it was a struggle to correct matters, such a stuggle that I was given a voucher. then the terms of the voucher were so awkwardly expressed that I thought that it had to be used before the date from which it became effective. So full marks for many successful trips, but work needed on back up when things go wrong.
I believe that Expedia is related to the awful, misleading Tripadviser. Expedia's character would be embellished by terminating the connection.
Stayed at Doubletree by Hilton at Marble Arch , London.
Price offered was a "discounted, exclusive price" however the price was also available on Hiltons website. After cashback, from quidco, it made the price alot more competitive anyway so I was happy.
I don't have anything negative to say about the website and would recommend to people. Just remember to search around for the best price, rather than just assuming the price on the site is the best available.
I booked flights to Belfast from Leeds, and hotel, with Expedia. The price for the flights was far more than I needed to pay, as I discovered later after looking at the FLYBE website. FLYBE allows other companies to screen swipe their logo, but say they are not in partnership with Expedia. What I take exception to is Expedia saying they offer “the best available fare”. Clearly that is untrue. A random check today of a package deal with Expedia will probably show up similar discrepancies on flight costs.
Having been fobbed off by two people at Expedia I decided to post my experience here. I have used Expedia for foreign travel 12 times in the last 12 years. I now no longer trust them to give me value for money in future, so they have lost a long-standing customer.
Great website, lots of decent info, pictures etc etc. And good prices also, I really do like the company and use them all the time.
On a lot of the much discounted rates on 5* hotels particularly, if you book these with Expedia at their discount prices, from my experience anyway, I always find I end up in the 1 room overlooking the brick wall of the kitchen or toilet area. I think that all the rooms offered at these prices are going to be the hotels weakest rooms, BUT once at the hotel you can always ask for a different room and be moved to one of the normal rooms offered at normal rates overcoming this slight niggle.
Also, a lot of the mega prices you might see on the Expedia site really do not hang around for long, so I would urge you to book immediately at that great price to avoid disappointment.
Otherwise, all round great business.
Maybe I am paranoid. I used expedia for years for all business travel. Then I see a pattern that more and more trips are re-priced at the last minute after you have filled in everything and can't be bothered to start again. I don't mean where you hold a reservation for days but literally if it takes a minute to fill in the details. It feels like they quote a lower fee to beat a search engine and then adjust the fees according to the historic price sensitivity of the user. Works a few times but now I use ebookers. Moral is don't rip off your loyal customers.
Went to New York as a 50th Birthday celebration over New Year with family. All went well apart from our return trip back to the UK. We were flying Air France from JFK to Manchester via Paris. On the eve of our return back we attempted to check in on the online system for Air France only to find the code that Expedia had given us was incorrect. As the flight was a Delta flight we tried to check in with Delta, also unsuccessfully. This resulted in several e-mails and telephone calls with various people, only to be told that we had the wrong code. Finally on the morning of our flight we were able to check in on the Delta website with a totally different code than Expedia had given us. We wasted about 2 to 3 hours doing this and it wasn't how we had expected to spend our final hours in New York
I paid for a 6 day booking.for a hotel in Dubai for a lady with a 3 year old child. When they reached the hotel with the conformation number, the hotel told them they that they never received the conformation. The Lady had to wait 7 hours in the lobby.
Then when child started crying, the women was ushered out of the hotel.
When I contacted Expedia the told me, that it was the hotel's fault that they never received the conformation. Now the hotel has got no rooms, so we have to book for another hotel and which will cost twice the amount as the prices have gone up.
I have spoken to different people from their very very uncooperative call centres based in India. They put you in a hold for ages. They never call back when the promise. They just accept that it is not my fault but theirs. Their complainants centre doesn't even have a telephone number.
NEVER TRUST THEM.
THEY ARE LIARS, CHEATS AND totally Incompetent.
Please stay away.
My mum booked me a holiday to Barcelona for my birthday. It ha been nothing but hassle since then, she has been pestered by call centres in India trying to tell her they are rearranging the flight as the one we booked onto is cancelled. We are desperately trying to resolve this, as we work full time and have booked our leave around this and now we are going to have to change everything. The flight times have changed to ones we are really not happy with- initially we would fly home late and get the most time away but now flying back early so losing a whole day of our holiday. Still no resolution and a lot of time being wasted bounced from office to office. Definitely go with Expedia, if you like nothing to remain as you booked it and have days to spare talking to useless idiots in Delhi. What a joke!
My flight got cancelled so I needed to contact the hotel so that they wont cancel our booking, the phone number on the expedia receipt didn't work so we called expedia customer service to see what they can do, spent 40-50 minutes on the phone with expedia and in the end they told us they couldn't even contact the hotel themself and nothing could be done for us....
Later on I went home to do my own research, a quick 5 minutes research and everything was done! Managed to reach the hotel and told them that we would be one day late...
A mere 5 minute job couldn't even be done in 50 minutes?? If i had internet access at the airport I could've saved myself 50 minutes on the phone all for nothing!
Thanks alot expedia! :S
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