Comments on: Expedia Delivers Worst Customer Phone Experience

By: Caliente McDoogle

Caliente McDoogle — Sun, 28 Aug 2011 01:11:18 +0000

I’ve been on hold for nearly 2 hours thus far and as I wait, I thought I would Google “hold time on expedia” to see if other people have complained and this site I stumbled upon. Wow I’m sitting here reading other posts saying their hold time is 5 hours and 10 hours! Companies cut corners when it comes to customer service and who suffers? Us consumers, the consumers that everyone tells to spend our money to stimulate the economy. Booo!

By: Anthony

Anthony — Fri, 26 Aug 2011 07:22:08 +0000

I came across this after my second hour on hold. Who knew around 11pm – 1 am is prime time for expedia?

I am trying to get a small reimbursement back for their best price guarantee. After booking a trip Tuesday night less than 7 hours later I get an email from them saying they are having a one day sale and sure enough I take a look and my exact same trip is less money (same hotel, flight, everything). I email and call them. Their email back to me 2 days later said that I must contact them within 24 hour repls…i reply saying I did and their reply was after 24 hours, they then reply back saying to call them. Over an hour on hold, I get someone who goes through allt he info and says he needs 2 minutes to confirm a couple things, 10 minutes later he hangs up on me. I call back and now 30 minutes later still on hold and I’m sure I have much longer to go.

By: nar sam

nar sam — Mon, 13 Jun 2011 16:16:59 +0000

Normal reservation answered in 2 minutes and after ensuring i did not want to spend more money with them asked me if i minded waiting on customer service line for a minute. waiting now for an hour. previously after 15 minutes, they cut me off.

they have no intent to improve this aspect, obviously, if they have not changed for last 5 years.

By: Courtney

Courtney — Sat, 02 Apr 2011 00:19:16 +0000

My story of on-hold hell is here: http://halfpassgirl.blogspot.com/2011/02/hey-expedia-you-suck.html

Is there a class-action suit here? What if everyone got together and sued Expedia for time spent waiting on hold? Our time is valuable.

By: James

James — Mon, 21 Feb 2011 05:55:38 +0000

Sounds familiar. Hours upon hours on the phone and the problem never got solved. Finally got resolution to a airfare credit issue, from the airline and not from Expedia. The story is at http://james.wanless.info/2011/02/expedia-provides-customer-experience-from-hell/

By: angry customer

angry customer — Tue, 01 Feb 2011 01:19:48 +0000

I am hold now waiting to change a flight and it’s been nearly an hour. Expedia blows hard! Never again.

This site is awful.

By: Linda

Linda — Mon, 27 Dec 2010 01:19:24 +0000

As I type I have been holding for a mere hour from Spain (international charges!)… the airline has us in limbo because of the weather and we are stranded. Worse, our losses on flights and hotels missed because of weather and airlines stranding us exceed $2K and continue to rise. This has been an expensive lesson but we will make the best of it by advising friends and families.

By: Sarah

Sarah — Sun, 26 Sep 2010 05:24:26 +0000

Two days ago I purchased a flight on expedia, I still have not received a confirmation e-mail. I tried to call their help line the afternoon after I booked my ticket but since I was on break at work, I couldn’t be put on hold more than 20 minutes. The next day, I was on hold for an hour, when I was finally transferred to a specialist I was then hung up on. I only have so many minutes on my phone and I can’t afford to be wasting them being put on hold. No level of customer service justifies being put on hold this long, it shows a basic lack of respect for their customer’s time.

By: Christine

Christine — Thu, 08 Jul 2010 16:00:04 +0000

Stay away from Expedia! I purchased a refundable ticket on Expedia.com and have been waiting for over a year to get my refund. The reason? They have the incorrect email linked to my Expedia account. Apparently, that’s their level of “security” and will refuse to help me until I figure out that email address. The weird part is that they even sent me a travel confirmation… to my correct email address, not the incorrect one they have listed. They are still refusing to help me even though I have all of the other information, the credit card with which it was purchased, the airline ticket number, the passport number, billing address, flight information, etc. I still have the email they sent to the address they claim they never had!
I spoke to a “supervisor” today and was told that I was S.O.L and that nobody would be able to help me until I figure out that email address that they have listed… you know, that email address that isn’t even mine.
Had I known about these issues earlier, I would have disputed the credit card charge with my bank and let them deal with it. Unfortunately, too much time has passed for the charge to be reversed by the bank. I live in Seattle, so I am going to pay a visit to their corporate headquarters today so talk to a person, since I have gotten nowhere on the phone. I don’t have great expectations, however.
I am a flight attendant for a major U.S. airline and will NEVER recommend Expedia to any of my passengers, in fact, I will tell everybody to stay as far away as possible from them and their horrific customer service.

By: Heather

Heather — Fri, 14 May 2010 00:32:01 +0000

I’m upset with expedia as well only from a different angle. I’m a new general manager for a hotel listed on their site. When I visited our hotel listing I found wrong rates, wrong information including shopping on site and to my surprise found out we are in a city center. Considering we are in a rural area this was kind of amusing to me, but would not be to a travellor to our community. What really disturbed me was when I was putting in dates and seeing it come up no vacancy when I know we have vacancies to fill on those dates. So I called and I waited and waited and waited. Finally got a customer care representative and I asked her who I should speak to sort things out with. She had no clue, in fact she didn’t even know how it worked. She thought they might buy so many rooms from us which I know is not how it works. When I asked to speak to or be given direction to someone who could fix things up so expedia customers would get true information. I was told they didn’t know, and I’d have to find someone in Nova Scotia as they were in Ontario. That was it! So I’ve searched for a marketing rep from nova Scotia who works for expedia to no avail and ended up here.

For many years I worked as a front desk agent and I’ve had customers many times come into the hotel thinking they had a reservation when they did not, thinking it was a certain rate that we never had, and thinking our hotel either had or didn’t have various amenities. My advise to everyone out there booking rooms…go directly to the hotel website…and better yet call the toll free number and speak to an actual person on site to get the truth and no what you are really booking. I personally would never book thru these online travel places.

Good luck to everyone…If I can ever track down someone who knows something in the expedia company I’ll have the information for the hotel I manage corrected. Until then…people arriving thinking they are gonna shop in the hotel, while in a busy city center will be understandably surprised to find themselves in a largely agricultural area.