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Expedia - Air Travel

• Air travel • Hotels • Vacation packages --- News • Expedia Ordered to Reimburse Extra Tax Charged to Consumers

Henry of New Caney, TX June 12, 2009

We purchased our tickets through Expedia with a vacation package and informed our seats would be assigned at check-in. Due to circumstances, we arrived at the ticket desk one hour before our flight but due to the shortage of staff and the long lines, it was 30 minutes before our flight and we could not get our tickets through e-tickets and had to wait for the next available agent. At this time, it was 20 minutes before the flight and was told that they couldn't get us on the flight because it was overbooked and no seats were available.

Their only solution was to issue us a standby ticket for a flight to Charlotte (our original flight was to Philadelphia and then to Buffalo, NY); unfortunately, we were not able to make that flight due to overbooking and no seats available and the saga went on for almost 12 hours (5:30 a.m. to 3:35 p.m.) at which time we were told we would not be able to fly out that day and it would be Sunday before any seats were available. We asked for assistance in helping us obtain a flight somewhere and was willing to pay extra even with another airlines but told no one could help us.

Later we were told there wasn't anything they could do because now weather was playing a part as well as being overbooked. We had purchased a waiver insurance and contacted Expedia for assistance but since U S Airways had already began processing our passage, the waiver wouldn't apply and we would have to deal with the airlines directly. We went to the ticket counter and tried again to find another flight to Buffalo (we had hotel and car rentals purchased) but again nothing could or would be done.

At this time, our luggage was either in Charlotte or on the way to Buffalo. If they knew they couldn't get us on the flight due to being overbooked, then, please tell me why they shipped our luggage on the flight. Now we are at home and can't go anywhere else for our 40th anniversary because US Airways took our money for a flight but would not provide a flight and our luggage is in Buffalo, NY which we had to file a baggage claim for (all or our medicine, toiletries, and other important necessities are packed in the luggage).

I have never experience this kind of service with any other airlines in all the years I have purchased flights. They don't even try to assist customers or offer vouchers for another flight. Never in my wildness imagination would I have guessed we would have encountered such a disservice and negative attitude among an airline staff and Expedia. No matter whom I complained to at the airport, I received the same response "we hear this all the time and can't do anything about it. The airline is ran by poor management if this is the service they provide. We have tried to follow procedure as directed online and by phone (which we never could get a live person) and to no prevail have we received any response from anyone. I hope no one else ever has to experience the expensive service or lack of that we have received from Expedia or US Airlines since it cost us a flight that we weren't able to utilize or given a voucher in return. We have use Expedia before but due to the service we received this time will probably never use them again.

Francis of wyoming, MI June 23, 2009

I was getting a ticket home to see my wife and had to change the travel date, due to orders, ok no problem. The agent on the phone repeats the right date july 22 2009 and then later I find out they marked it for the 20th. I was informed that even though it was their error, after repeating the proper date originally. I would have to fork over another 200 to get a flight at all. Even united is disgusted with them.

Cathy of Duvall, WA June 19, 2009

I booked a trip through Expedia for my husband and I under one itinerary number, and my son and his girlfriend under a separate itinerary. I elected to pay half of each itinerary and have the other half billed to my credit card 30 days before the trip. Ultimately, my son and girlfriend could not go and I cancelled their trip.

It took 4 phone calls and an hour and a half because I was continually put on hold and then disconnected. Finally I obtained a confirmation number and assumed the matter was concluded.

On June 15th I received an email advising me Expedia had received "approval" for both itineraries to be charged to my credit card. I contacted Expedia immediately and, after several disconnections and being on hold for nearly an hour, I was assured the trip had indeed been cancelled and my credit card would not be billed for the cancelled trip. At that time I was provided a "reference" number.

I just received notice that my credit card was billed for both trips. I immediately contacted Expedia and, again, after a disconnection and ridiculous amount of time on hold, I was advised they had a record of the cancellation and the charges would be reversed in 7-10 business days, but it might take "1-2 billing cycles" before the amount was credited. I asked for clarification, i.e., whether it would take 7-10 business days, or 30-60 days. The response was unintelligble.

Paul of Palo Alto, CA June 1, 2009

For me, elelectronic airline tickets were not made though Expedia collected the money. Very poor service. I have never complained about any company before but this is so bad I took the time to do it. hours stranded trying to get tickets honored.

Angela of Point Cook, AL May 29, 2009

I booked a flight from Melbourne to Glasgow Scotland, full price shown was 1352.90 when I checked my Visa it was showing 1767, I called to check this and was told it was American dollars and not Australian dollers. I called Expedia to cancel the very next morning. As I have not seen my mum in 2yrs. my husband told me to just book it even though it was 300 extra, so I called back to reinstate to be told it was now 2,682 I explained I could not afford that and to refund my money.

I have now spoken to 11 different advisors, 3 team leaders and a manager, I was told my refund would be 72hrs and has passed the deadline, now i am being told it could be 7-10 days and that it is the airlines fault, when i asked the manager to put me through to her manager she said no problem and I was put on hold for a few min and then she hung up on me, the evening before the same thing happened to my husband. he also got cut off. I am very stressed with all of this, I also cannot book another flight until my money is released, also I cannot understand why customers are treated like this and passed around. I have also told my work that I need 2wks off work due to my visit that may not happen now.

lois of winger, MN June 1, 2009

On a trip to Turkey and Greece this past April I booked and paid for -- through Expedia.com -- all the flights including the middle flight from Rhodes to Athens. Got to the Athens airport and had to pay for it again (127.32), and have been fighting ever since. Then looked up this site. All the complaints! My health has been compromised due to all the stress of trying to deal with this company. Now my Northwest Airlines VISA is going to bat for me -- at least not charging me until this is resolved.

Bhavna of Brandon, MS May 8, 2009

I am disputing the charge of 250.77 levied by Delta airline on a ticket that was booked by me using expedia. This is because expedia never sent me a confirmation or an e-ticket but charged me for it. I booked a ticket to travel from Laguardia, NY to Jackson (JAN) via Detroit (DTW) on the expedia website on 23 March. The amount was 250.77. I did not get a booking confirmation after entering credit card details and completing transaction. The website stated your booking has not been confirmed by the airline. I did not get any email from expedia following this transaction for about 48 hours. I checked my accountby signing into expedia.com. It showed the above itinerary but offered no confirmation that the ticket had been confirmed and purchased. Instead, it said that tickets have been either booked or purchased (I do not remember the exact words). Since a booking can be made without using a credit/debit card whereas purchase requires payment, I understood this to mean that my ticket had not been purchased and that the credit card had not been charged. Assuming that something was wrong with the website I booked another ticket for the same journey (same flights for same days departing New York, LaGuardia on 29 April and returning on 5 May). Again, I got no confirmation and only got the message "your booking has not been confirmed by the airline". I then called expedia.com for help. I was then told that my earlier booking had been confirmed and tickets had been issued. Of course, I had received no email from expedia. It thus meant that I had booked (ie purchased) two separate tickets for one passenger (me) on the same flight, same itinerary, on the same day. It is patently self-evident that one person will not book two tickets for herself on the same flight. Due to expedia's failure to send me a confirmation, I inadvertently ended up buying two tickets, and am wrongfully being charged 250.77 for the additional ticket. I am disputing this charge. Expedia.com refused to take any responsibility for not having sent any email confirming the purchase (the agent carelessly told me that something must have been wrong with my email, and he had absolutely no way of proving that this was the case). There was nothing wrong with my email bd4@soas.ac.uk (SOAS, Univ of London is the email provider) as I had been receiving all my emails. Expedia.com told me that Delta airlines had already issued the tickets and that I should settle the matter with them. They said that Delta will issue me flight vouchers after deducting a certain amount. This is clearly a lapse on part of expedia.com and I am being penalised. I do not want to deal with Delta as Delta will not reimburse me for this flight. It is Expedia’s responsibility to reimburse me.

John of laird, TX May 8, 2009

Worst experience from Expedia, leave you on hold for 30 minutes offer nothing for their mistake

Emily of Germantown, WI May 7, 2009

On January 27 I booked travel with expedia to Miami Florida for March 1 - 7. There were four travelers in our group. We were not able to take the trip so we cancelled in mid February. We received a credit from Expedia for the hotel portion of the trip and were issued vouchers for the airfar in the amount of 274.90 and advised there would be a 75 rebooking fee. I was advised that when I wanted to rebook that I should call 800-367-3476 and that each passenger would be able to do the same as long as they had the reference number.

I have attempted to rebook three times. The information is vague as to why I cannot. They are now claiming that all four passengers need to travel together and rebook together and that the reservation is needs to be made through the airlines. They offer to call the airlines but never come back on the phone. I have called the airlines, but they say that Expedia has been credited and the booking needs to happen through them. The customer service center at Expedia is very unprofessional, seemingly uneducated on the process, and difficult to understand. Usually there was a bad connection and the call was cutting in and out also. Just want to rebook my travel or receive a refund.

Mike of Tualatin, OR May 7, 2009

If I were you United Airlines...I would dump Expedia ...They "Suck" as bad as the William Shatner tv spots do! This will never happen again to me because I will never book another trip from Expedia or United Airlines. I am also telling everyone I know and on my face book to do the same.

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