Expedia

We highly recommend NOT using Expedia for booking flights in the event that something out of your control goes wrong. We've learned to buy directly through the airlines now so they can have the power to correct any issues. We will never use Expedia again. Here's why:

We booked our flights to Brazil through Expedia last year. Two months before our trip, we noticed our mistake of booking my ticket in my married name as opposed to my maiden name, which was on my passport. We called Expedia multiple times per week in the weeks leading up to our trip to resolve the matter and followed all of their directions for changing my name on the ticket. Almost every time we called, we spoke with someone who had a strong accent, we experienced many dropped calls, and then we constantly had to bring the new person up to speed. In addition, the calls that went through to completion resulted in Expedia telling us to call the airlines as the tickets did not belong to them. When we called the airlines involved, they directed us to call Expedia since they did not have access to the tickets to make the change - they said Expedia had to change the name.

Long story shorter, the day of our trip, the airline told us they had two reservations for me: one with my married name, and one with my maiden name. The airline said that neither of the tickets had been paid for, when we knew full well that the money had been debited from our account by Expedia months earlier. I had to use emergency funds to buy a new ticket at the gate.

When we returned from Brazil, we tried calling Expedia to get a refund. They said they could only give us a voucher to use for a future trip within the next year. When we tried to use the ticket to travel within the US 6 months later, Expedia said we could only use the ticket to go to Brazil. When we tried to buy my ticket for Brazil a few months after that, Expedia said they had no flights going to Brazil for which we could use the voucher.

We requested a refund, and Expedia kept us on hold and soon said they would call us back (which they never have done for us over the past year when they said they would), saying they needed to contact the airlines first. We called back three weeks later, only to be told our tickets were non-refundable.

So, do NOT use Expedia. They are very difficult to work with and they have often given us conflicting information. We are writing these complaints in hopes they will respond and return our money, and if not, we plan to sue.

I've been buying plane tickets, hotels & rental cars from Expedia for years, until now I've had no issues because I hadn't needed to change or cancel my flights.
Recently, I had a medical issue with a cancer diagnosis in the family which renders my trip impossible. I called in to cancel the ticket for the affected traveler in my family and Expedia's outsourced CS has given me the run-around ever since. They asked for documentation from a doctor which supports the cancer diagnosis and I provided it within seconds to the agent. They insisted that they couldn't open images from links within the email so they'd need the images within the email.
I immediately pasted the images as attachments into the email and resent. Then they told me that they jpegs weren't good and that they'd need pdfs. Again, I handled it on-the-fly and resent. They said, "ok great now we need to wait 4-5 days for the airline's response."
A week later, I'd heard nothing from them so I called and they started from the beginning. Except this time I was able to skip the first 3 traps and pasted pdfs directly into the email as attachements. This time the agent said they'd be contacting the airline's customer support via email, cause clearly they hadn't the first time.
5 days later nothing. I call back in and another useless individual highly specialized in the art of time-wasting went through the account history and told me multiple times that he'd be calling the airline by phone.
Expedia's CS policies and website UI are literally designed to make it impossible for travelers to make any changes or cancel their flights even if they are within their rights to do so.
This will be the last time I purchase tickets through any 3rd party - go directly to the airlines!

On Dec 27, I flew to Tampa, Florida to then drive to Clearwater to visit a sick family member. After taking a cab to the Hertz location at 6037 N Dale Mabry Hwy, I arrived at 7:30am. I was told that even though I had booked a rental car well in advance through Expedia, and that my reservation was confirmed by Hertz, they had zero cars available. They let me know that they had no clue when they would get more rental cars and that my options were to wait at the rental facility or leave my contact and credit card information for them to call me when a car became available. Because I had no where to go, I had to wait at the facility.
I sat in that rental facility, unsure that I would get a car at all and horrified that I was unable to get to my sick family member, where the only bathroom was for "staff only," for over 2 hours before being told that cars were on their way. When a car for me finally arrived, I was shocked to see the employee driving the car was smoking a cigarette as she got out of the car.
Once my car was cleaned and fueled, I entered the car and was immediately hit with an extremely potent smell of cigarette smoke. When I brought it up to the employee, she pointed out the fact that it was the only car available and that if I didn't want it, they would give it to the next customers waiting. I left in the disgusting car at 9:50am.
To make all of this worse, I was on the phone with Expedia customer service for 1 hour 45 minutes. During this time I was hung up on twice as employees tried to transfer me to supervisors. When I finally talked to a supervisor (after finally getting my car) their response was that they were sorry and they asked if there was any other issues I could help with.
I just talked to Expedia corporate and they told me that Hertz's response was an adequate resolution to this situation.
I have always booked my travels through Expedia and I am so disappointed in the response of their customer service.

Book the flight With Expedia and it was canceled. They rebooked another flight but added another 3rd layover That was 13 and a 1/2 hours overnight in California Even though I was going to the Midwest and my 1st flight originally had the layover in Dallas Texas going from Japan and then charge me another $89, for some reason was never notified that our Bookings had been canceled, With no notification or email from them I happened to find out because i happen to look up our flights on my trip app. So for a 3rd time I got on the phone with them for 3 hours With the agent trying to tell me the money was never taken out of my account which had had been $2500 for 3 tickets After I got ahold of a second agent online while talking to the 1st age on the phone was finally able to straighten it outAnd reboot new flights and I also specifically told the agents which seats We desired after confirming myself with the American Airlines app that those seats were available. Because I have a 7 year old and and a 5 year old daughter that has never flown and wanted to sit by a window. Which at that time the agent assured me we would have the same seats as before... and of course. We did not! And to top it off we got stuck in a middle Isle for the whole 24 hour flight From Southeast Asia to the United States. I'm so disappointed because my children's 1st trip and and they Literally lied to us about everything possible the whole trip from From the purchase of the tickets to the time we sit down in our seat nothing we were told was the truth from Expedia agents, I will never do business with them again. It was the worst nightmare of traveling I have ever experienced and I have been On numerous flights. If you decide to give them your money. Then remember at the end. You been warned.

Recently I tried to book several hotels for 2 weeks trip. My credit card has a promotion coupon 15% at Expedia and yet I found it was very difficult to find out which hotels I can apply the coupon after I follow the instructions completely. Expedia website behaves weirdly as sometimes it has the option to key in coupon and sometimes the option is not given. And even if I can key in coupon, it works sometimes but not all the times. After I sent the emails to ask them how to find the qualified hotels for the coupon, it was such a nightmare. Expedia customer service seems have a hard time to understand my question. They reply my email once per day. And every day they just kept telling me different things and kept asking me to provide this and that information. Until their manager called me and suddenly Simeone could communicate and understand my questions. The manager admitted their system has some issue and promised to give me refund for any hotel I book.

Yet this is not the end. After One week I made the bookings, I sent a msg to ask about refund. Expedia replied they didn't see any notes and had no clue on 15% discount. So I had go back and forth to explain what's going on again. Since Expedia only read and replied my email once per day so usually after one week I still struggling to make customer service understand what's going on. The customer service does not bother to check my account and just stated no such coupon and no notes from manager and kept asking me sending coupon codes (I sent more than three times). After I sent the coupon code, keep telling me the coupon code is used. I had to explain it was not applied and you can check on my transactions. It was due to your system error as I was told the coupon was used even before I made the booking. In the end, they finally found the note and said this coupon can only be applied on one hotel which is a new restriction not posting on terms and conditions.

The whole experience shows that 1 don't try to use a coupon in Expedia. Really not worth the effort. 2 expedia customer service is not smarter than my Siri. They don't have an ability to understand the entire conversation. 3 Expedia customer service tend to make up a lot of excuses. They are not trying to help clients but trying to save them from work. For example, they don't bother to check my account and just claim they didn't see any notes.

I will never use Expedia anymore.

I booked a flight for my mother through Expedia from the U.S. to Europe. A day before the flight I received a message from one of the airlines that the flight has been cancelled due to a strike in Germany. I called Expedia and after being placed on hold for about 45 minutes the Expedia agent simply hung up. After reaching Expedia again I was informed that all flights are confirmed and still valid.

Several hours later I received a call from my family in Europe asking if I have rebooked my moms flight since all the Lufthansa flights have been cancelled. I called Expedia and the agent was completely unaware of the cancelled flights and insisted that the flight would go on. In a meantime I have reached the airline and the airline confirmed that the flight has been officially cancelled more than a day earlier due to a strike. Upon my insistence, the Expedia agent went on Lufthansas website to confirm the information. Minutes later I was placed on hold for another 40 minutes. The call was disconnected by Expedia while I was on hold. All in all I had to call Expedia five times and the last time I was told that the flight was valid and that my mother should proceed with her travel. Have I trusted Expedia, my 80-year-old mom wouldve ended up stranded in Frankfurt.

Eventually I called the airline directly and the agent immediately informed me that the flight from Frankfurt has been cancelled. The airline rebooked the flight within minutes.

How was it possible that Expedias customer service didnt know about a massive Lufthansa strike that has been prominent in the news already for days? Expedias own system was showing flights as valid even a day after they were cancelled by the airline. Expedias gross incompetence and complete lack of customer support makes it perhaps the worst travel booking agency in the world.

Booked 1 night transit in HK and everything was good.

My family and I arrived at the resort very excited for the week ahead of us. Upon arrival when checking in, we were told our reservations (made through Expedia by the way), only had 2 of us listed. I explained to the resort that I booked this room for 4 people and showed the guy checking us in where I had requested that AND Expedia confirmed that. The resort would not listen and advised we would have pay MORE than double what we already had to even get in. Later we found out that the additional cost they said it would be to get in, was actually even HIGHER, once we checked our statements to later prove we were even charged. That's how the vacation started. Lucky we could even come up with the extra money. I'm sure not everyone would be able to do that right on the spot. Very rough start. The next day we went to our concierge desk to set up our dinners. We were told that every dinner needed a reservation and we can only eat at the a la carte restaurants for 2-3 nights if we are staying for 6 nights. So, the idea of this resort being truly ‘All-Inclusive' is really not the total truth. We then had to compromise and pick a couple restaurants and have the buffet for the other nights. We couldn't even get into the restaurants we wanted because they said they were full. Another not so pleasant surprise. The buffets didn't blow me away by any means and didn't always have all the food when you went. One area of the pool near the bathrooms always smelt horrible. Hard to find seats at the pool and beach. You have to get up around 5 AM and go claim seats if you want good seats at the pool. We were also told by our concierge that we had a $100 credit and could use that in the gift shop. So, we took the kids, picked out some souvenirs and charged it to our room as they said. When we went to check out, guess what, there was no credit. We had to pay out of pocket. And finally, our departing gift was food poisoning. On the last night we were there, we ate at the Italian restaurant and my daughter and I suffered with vomiting and diarrhea for a couple days after. Now we are trying to work out the additional surprise charges when we checked in with both Expedia and the resort. The resort is telling Expedia they cannot find the additional charges, which we sent them proof including the receipts and statements. No response to date. Go figure. Hopefully, I will be able to work this out with the resort and Expedia without using others means like the Better Business Bureau or additional social media platforms. And hopefully no one else has to go through this.

This is easily a 0 star company. I have used Expedia for years. Gold member actually. Never had to many issues, but since this Covid epidemic they seem to be doing nothing. Maybe their company is struggling and they are trying to steal from as many customers as they can that don't stick out with complaints. I booked a large Europe trip at the beginning of 2020. Over 5000 for 3 people for over a month. Covid hit later and the troubles began with this company. Granted I did get some refunds BUT, these are not the hard labor result of Expedia. This was due to the original company's canceling flights, shutting down hotels or allowing people to reschedule their trip, a pretty ethical solution. For example, my hotel in London noted that since the ban on Americans occurred they cancelled all booking and gave out refunds, you could rebook and all rebookings came with a no charge booking change for further issues. Expedia may take credit for those results but don't be fooled, its 100% at the ethics of the hotel or flight company.

I had 3 bookings where, after hours with a damn robot answering my questions I got an automated answer of sorry, not within the hotels policies to change or refund. Obviously in January those are normal bookings, the world has crumbled since, America in particular as well as the EU set a ban on Americans from entering the EU, still the EU has no say of the decision of a hotel I suppose.

I have left multiple reviews on multiple sites including several complaints on BBB. I hope Expedia takes a hit financial as the free market should dictate crappy companies get crappy results. Somehow with a monstrous decline in travel all throughout the world, their stock fell to 45$ to currently today 84$. Either inflated or bailed out. I don't see how a company can add billions to their company in a few month with no a fraction of the business.

Rich Barton, Barry Diller and some random guy buying them coffee, I hope you have a sincerely terrible year full of lawsuits, fines and a papercut.

I'm not the type to write reviews, but this situation need to be discussed.

I booked a flight back in 2021 and had to canceled it because of covid issues. I was confirmed that I would have a travel credit that would work with Air Canada only. That credit was supposed to be seen in my app.

I was looking for a new flight for the summer but I couldn't find my credit on the app, so I called the French customer service. A very respectful men (I don't know his name because they don't present themself to you when you call) answered all my questions and said that he would send me an email to collect my travel credit. Nothing... I didn't receive that email... so I called back the next day and I talk to a young lady (again, I don't know her name). She said that it was not true that my credit was only available to use by phone with them, but first this is not what I was told before, second, I know what I have consent with the term and condition, no need to yell at me by the phone while I was trying to understand why the other two persons said the exact opposite of what she said to me. I felt very disrespected by her attitude that I decided to end this conversation and hung up the phone... I always use Expedia for my trip since I'm young with my family but this type of attitude is note something I want to encourage.

Also, I would like an explanation on why the flight I see on the web site are not available for my travel credit. She said they had a different system than the web site or something like that. I did not feel like it was trustable. I asked if I could have a visual support of what she was seeing and she refused...

I really want to use my credit to not lose that money but this bad experience do not place me in a confortable position anymore.