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JenniferSS

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i have always said this about the internet sites...if something goes wrong, who are you going to contact? how are you going to get the proper resolution?

 

this type of thing is not uncommon:

 

Quote:
I had been a loyal Expedia user for years until just recently. I had a flight booked through Expedia to see my parents over the holidays. They live out east and I am on the west coast, so the flight was over $900.00. The flight was cancelled, and the Expedia rep said I would have my money back in 7-10 business days. I checked my account after a couple weeks, and no money. I called Expedia back and the rep said that it takes them 7-10 business days to get the money back from the airline, then it takes 2-3 "billing cycles" to be posted to my account. I said that that made no sense because I had used a debit card (goes straight to checking - there are no "billing cycles"). That rep said then that I should have my money as soon as their refund department processed it and it should be "any day now." I even booked the replacement flight to see my parents using Expedia in good faith that Expedia was being honest.

 

That was a month ago, I called again this morning and I have been on hold for over an hour after a verbal battle with a rep who insisted that it was the responsibility of my credit card processor to post the money to my account. I bank at a local credit union, and they have said that the money will post in real time as soon as they actually get the posting file from Expedia. I explained this to her; three times - she kept insisting that I was wrong and asking "Really? Are you sure? You actually talked to them" The rep then said she would talk to their refund department and put me on hold.

 

I wrote the above 15 minutes ago then waited. The rep just came back on. She said that the refund department told her that it actually takes 4-8 weeks for them to process a refund and then asked that I please be patient. I think that I have been extraordinarily patient. I have been out of work since June of last year; I cannot afford to have some scammers working under the guise of a legitimate business hold on to my money for an indefinite period of time. That money does not belong to Expedia; it belongs to me. If I told my landlord that it takes me 4-8 weeks to process a rental payment, and asked them to please be patient, I would quickly find myself homeless. This is completely ridiculous.

 

I asked for contact information to be able to lodge a complaint. The rep said that she has documented the call and to call back after 4-8 weeks if I do not have my money, then whoever answered the phone would file a complaint for me. It has been six weeks since the flight was cancelled.

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I booked a hotel in Vegas with Expedia a few months ago and it was THE most frustrating experience ever! At every step something went wrong. And this was just a few nights hotel - I couldn't imagine what could happen with a whole vacation booking! Very very poor customer service, and no accountability whatsoever.

 

Honestly I will never use them again.

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This is quite disturbing. I never heard complaints about Expedia b4. I thought that they were a reputable co...... Hmmmm...... If you can't trust huge companies like Expedia and Hotels.com what should we do?

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wow i also thought Expedia would be great to use....do you travel agents think this is common problem with most travel companies? or is this an case where it is extremely out of the ordinary? sorry if those questions sound ignorant, I have just never travelled where i book the travel myself so I am not aware of companies reputations...

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I've never used expedia for any of my travels. They always tend to be a bit more expensive,but a lot of people still use this site.

It's a pretty huge company and I suppose there are always unhappy people.

Even with the resorts. You read the reviews and and there are always those who are unhappy with the food and customer service. Then you go there and it's all perfect...

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I never book my vacations without checking multiple sites first, including the actual hotel or airline. I do blame some of that on the customer for not doing their research. Obviously falsely advertising a place is not the customer's fault, but we need to do our part to protect ourselves.

 

Expedia is great for last minute weekend getaways. I've actually had some wonderful experiences with them.

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Quote:
Originally Posted by uspoiledme View Post
This is quite disturbing. I never heard complaints about Expedia b4. I thought that they were a reputable co...... Hmmmm...... If you can't trust huge companies like Expedia and Hotels.com what should we do?
the thing with big companies is that they put so much $$ in advertising and very little in training and customer service.

Quote:
Originally Posted by CaboBride2010 View Post
wow i also thought Expedia would be great to use....do you travel agents think this is common problem with most travel companies? or is this an case where it is extremely out of the ordinary? sorry if those questions sound ignorant, I have just never travelled where i book the travel myself so I am not aware of companies reputations...
when a problem occurs with my clients, they know how to reach me...i am def. not going to put them on hold for an hour then hang up on them.

there are actually 3 websites dedicated to expedia and their issues so this is not an isolated event. their are also complaint sites that have hundreds on complaints against expedia/orbitz/etc....if you do a search they will come up.

these are actually big complaints, like being charged for a trip they did not book, paying for a package that they did not get...

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