Complain about a product or service

Expedia

Expedia • Air travel • Hotels • Vacation packages

Expedia is one of the grizzled veterans of the online travel business. Considering the scope of its operations, we don't hear too many complaints about them ... but be careful: once made, a reservation may be expensive to change.

Mandy of Grand Rapids MI (10/7/04):
I was just on the phone over an hour, with a customer service representative. I originally called because I had a problem finding my itinerary under my trips. I told her this and she looked up the number. After, she put me on hold for about 10 minutes (off and on), she came back on and told me that she couldn't verify my email address and that is why it was taking her so long. I told her my other email address, and she was able to discuss my itinerary with me then. I asked if I could possibly have another account and she said no, she only had one in her system.

After another 35 - 40 minutes she finally had her supervisor send me an email. When I looked at the username and password information, I instantly knew that I had two accounts. I told her and she told me that I was wrong. I then asked her how I could log in with two different usernames if I had only one account (both accounts had a different email address also). She said I only had one account, and she is 'not sure what I am doing on my end.' Then, I asked her if she was trying to tell me that this was a user error, and she said yes. I find this very unprofessional. I work in the IT area of a Fortune 500 Website and our Technical and Customer Support would NEVER treat a user in this fashion.

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