QuickTopic free message boards logo
NOTICE: QuickTopic is shutting down soon. Learn more.
Skip to Messages


I will never do business with Expedia again

(not accepting new messages due to QuickTopic shutdown)
12:04 AM ET (US)
Everyone give up on Expedia?? Haven't seen a post here in like forever!!
nathan customer
01:23 PM ET (US)
they changed our itinerary so they said we ARE eligible for a refund ($3500.00!!!) so they say we have to cancel by writing to air france, so we do. Air france says its canceled, call expedia to get your money. expedia says air france was supposed to give our money. Then expedia says it was never canceled with air france or expedia. and we are still waiting on our 1 hour long phone calls for days and days. its like having another job calling them everyday for hours and hours. DO NOT USE EXPEDIA!
01:30 AM ET (US)
If you don't wanna use Expedia, then don't. Simple as that. This is the first blog I've ever visited and dang! I guess blogs are for whiners that can no longer find anyone to whine to. As for the Expedia employees, if they don't wanna use Expedia, that's less work for you, right? So what are you complaining about?
EXPbadmanPerson was signed in when posted
09:03 AM ET (US)

It brings me to tears to think that e.piph... has the limited information they do.

Yes Expedia does hire outside locations to assist with their support calls. I have no problem stating this. This is actually common knowledge if you look up Expedia.

There were and are at least five persons entering information on this message board that I know are with Expedia and not another company. To be honest with you there are only two persons here "claiming" to be agents that I do not know. Also, TRX and People Support are considered Expedia as this is the only calls they take, so how is that bad.

The fact of the matter is that Expedia is by statistics the most widely used and popular online travel source on the net. Just because a hand full of people complain about Expedia does not make it bad.

If you have not worked for Expedia you can not know the pressure put on the agents because we can not do more than we are allowed. I do work for Expedia and will be there until they tell me they don't tell me to leave

As far as handle time. Expedia is not a stone-sold company in regards to it's employees. You do have time periods in which you need to improve on your stats and in my employ at Expedia I have only seen two (2) employees let go. This was because of their attendance. Expedia does not have the reputation of letting you go if you do not make the 7 minute time cut. If you are as knowledgable as you state then you know that 7 minutes is the goal for a person who has been exmployed at Expedia for at least 1 year.

Give Expedia employees a break. We do the best we can. If you have problems with the system then use the feedback form on the site. That's where you can make the most difference.
  Messages 59-58 deleted by author between 10-22-2002 12:57 AM and 10-22-2002 12:58 AM
splibbbmanPerson was signed in when posted
11:07 PM ET (US)
Oh and P.S.

ROCK ON EXPGoodAgent, Traveler, CntryKitti, EXPCRSAGENT and PhoneGUy.

Jocelyn. Hey ! Speaking about ROCK, go crawl back under yours !!

The Splibbbman
splibbbmanPerson was signed in when posted
10:45 PM ET (US)
First of all let me say......I am the Splibbbman.....defender of the faith.....protector of the weak and innocent !

Second, most people seem to be upset about the lack of flexibility to change travel plans or cancel and get a refund (even if an emergency happens). People typically buy from Expedia because they are looking for the lowest price. Do we have the lowest price all the time? No, but with the hundreds of thousands of fare changes daily by the airlines, nobody does. Independent surveys have shown that we do most of the time. When it comes to travel, low prices and flexibility cannot be used in the same sentence. We state very clearly the costs to make changes BEFORE anyone can make a purchase. Unfortunately sometimes something unexpected effects travel plans and people call in for a refund and get upset when we cannot give one.

Airline seats, hotel rooms and car rentals are a commodity that has a "spoilage" date. If the customer does not use their booking, the seats and rooms are empty. If they cancel a day or two before departure it is difficult for the airlines, hotels and Expedia to resell the space. For someone to ask for a refund if their travel plans change at the last minute is kinda like someone planning a wedding, ordering an ice sculpture and carrying a bucket of water back to the caterer the day after the wedding wanting a refund because the bride got stood up at the alter and the wedding canceled. It's too late. At least the bucket of water has more residual value than the empty airline seat!If you want flexibility buy the higher priced items. Full-fare tickets are fully refundable. I personally work very hard to get our customers exceptions to these airline imposed rules, but the airlines are becoming more and more inflexible. For the most part everyone I know at Expedia works very hard to provide the best possible service to our customers. But please, read the terms and conditions before you purchase because they are very clear, especially the points highlighted. I too have worked for other internet companies and worked in other customer service centers and I see the integrity of our managment and product every single day

Third, there are obviously a few people out here "posing" as current Expedia employees, especially the idiot that says they are a Supervisor. Most likely they are disgruntled former employees that were shown the door for providing poor customer service. We have all worked places where we see idiots and ask "what are they doing here, how did they ever get hired." Yes even Expedia has a few (that have slipped through our hiring process). I have worked here for several years and I've seen them come and go, but they are few and far between. Why would a "poser" like this "supervisor" say use another service when in the same breath they say the only reason why they stay is because they need a check? Give me a break !!! We all can see right through you. My supervisor isn't like this nor do I know of any. We have a lot of great people here working hard to be the best in the business. Quick Topic provides a great forum for these people to hide behind slimey rocks and make irresponsble statements.

Thank God for America where even idiots can express their feelings and show the rest of the world in just a few keystrokes just how intelligent they really are.

And, Don't Just Travel, Travel Right !
StormyNightsPerson was signed in when posted
03:07 PM ET (US)
I used to do technical support for one of the biggest Internet companies in the world (I think it IS the biggest Internet company right now). I quit the job because it was just AWFUL working for that company. You can't imagine how horrible they treat their employees and how lowly they give regard for their customers' problems. They made the customers go through incredibly stupid procedures just to update records and technical support people like myself have such limited access to tools that would have otherwise made the customers' lives (and ours, subsequently) much, much easier.

I've been with Expedia for 4 months now. I've spoken to really difficult people and had gotten into sticky situations but rarely do i ever feel that it was Expedia's fault that I am in a rut with a bad call. I guess coming from a horrible company made me appreciate how smooth Expedia runs its operations, how sincere they are with their intentions - to sell the lowest priced tickets there are out there. But most of all , I have gotten to appreciate how very professionally they deal with their employees. They trust us with their business - the customers - and that's something the all employees - at least the not-so-emotionally disturbed ones - realize and respond to.
EXPGoodAgentPerson was signed in when posted
01:42 PM ET (US)

It's quite obvious that some of the employees on this website are only out to badmouth the company they work for.

Too bad. Personally, I like my job. I HAVE spent hours on the phone assisting customers when that's what it's come down to. Funny, how you can make a two hour call to a Cancun hotel but still make the handle time quota.

I came here to try to clear the air. Other employees came here to slander the people that write their checks. I apologize to anyone on this site that has gotten a bad impression of our company from the few baddies out there.

I won't be posting here anymore...besides, I've got work to do.
E.piphany.ha.haPerson was signed in when posted
03:36 AM ET (US)
Oh yeah... Expedia is however, the best laid-out easiest travel site to use. I've tested the competition and am confident in that statement.
E.piphany.ha.haPerson was signed in when posted
03:22 AM ET (US)
Posted by Expgoodagent: (make me puke)

In fact, many agents that will never post here spend hours attempting to reaccomodate passengers or find ways to help. I personally have spent hours with airlines, working out ways to get customers on flights.

Another lie. If you spent that much time trying to assist them, you would no longer be working for Expedia. There are handle times to be met. Under 7 minutes, to be exact, and if you think I'm going to believe you spend hours helping people, you are an even bigger moron than I thought.
E.piphany.ha.haPerson was signed in when posted
03:17 AM ET (US)
Expedia has an another company do the legwork for them. Anyone ever here of TRX? More than likely, you're actually talking to a TRX employee and not an Expedia employee.

If the employees of either TRX or Expedia can sit here and honestly think that Expedia's website is so great and flawless, they are full of horse#$%#! If you use Netscape or AOL's browser w/the site, you are in for a world of trouble. I've seen an Expedia Bargain Fare claim that the passenger was to get etkts... no option to get paper, therefore no option to have the paper tickets routed to anywhere but the billing address (expedia's lovely default)... So the guy thinks he's getting etkts... then it sticks him w/paper tickets (which he didn't want) and routed them to his billing address (another thing he didn't want). I was on the same page with him, because I was walking him through the purch process, (EXP agents cannot purch EBF for customers.) That's just one example of the many things that the site does and we are expected to sit there and come up w/lies to cover Expedia's ass. Unexpected shunts... another wonderful thing that blessed Expedia does to their employees without so much of an email warning. :(

Bottom line, I symphathize with the customers for the most part and feel like hell each day I have to sit there and lie to someone just to make Expedia look good. These 'agents' that think Expedia is so great are just filling us all w/more lies... apparently, they lie so much during the workday, it is beginning to become second nature to them.

And yes, I am there for a paycheck.
Dave123Person was signed in when posted
12:37 AM ET (US)
DO NOT USE WWTE from Alaskaair.com or American Airlines Website. Way too many problems, bad wedsite, lost reservations, incorrect quotes on prices. CUT OUT THE MIDDLE MAN. Go directly to the Rental car websites only.
EXample. Got a good rate on a car for CANCUN. UPON arrival, Thrifty wanted a $900.00 deposit on a piece of shit car. There was no information on the WWTE website that states this. They release their liability and tell you to contact the rental car agency for details. GIve me ^*&^*&^ break.
Trust me do not use them. You will get ripped off.
Happy Vacations.
CatherineTheGrandPerson was signed in when posted
09:23 PM ET (US)
Traveler and ExpgoodAgent:
As mentioned, when I called to make changes I had no net access/ could not go to your site. And I should also say that while now I sound bitter (ok "am"), then I was not. Yes, teary-voiced and slow with the brainfog of stress, but polite. Traveler- you made assumptions about following rules, but you've run off rather than asking me. I did read the rules, albeit without memorizing them. (reading far more than most people- I read licences at web sites. I cross out sentences in paper contracts. Long ago I rolled a "lawful good/neutral" (a gneutral?) in the game of life.)

Its just that death and dying put people on an orthogonal set of rules. My grandmother went from 'same as she always was for the past 7+ years' to dead within one week. If we'd had any idea of what would happen of course we'd have gone with fully flexible SouthWest tix or similar. And as non-rich people we're glad that companies like Expedia exist so we can fly 1/10th around the world for centicents per mile.

But the Expedia agents could have immediately said "We really cannot change this. No one you talk to can change this." They didn't. By blaming AC they created delay as I went back and forth between Expedia's and AC's agents. In the end it *was* Expedia's rules, not AC's, and I wish Expedia had just said so.

And of course Expedia's agents don't have any special obligations to a caller whose emergency is unrelated to air travel itself. Perhaps they have stricter penalties for calls that go beyond whatever time limits the call-center imposes. But the sympathetic creativity shown by other companies' agents made for much faster phone calls. Their "here are some suggestions, and let me bring another experienced agent into this call, she also might have ideas" and "we don't have anything for her, but you can call Competitor at this #" helped. Much more help than the answers and transfers around the call center I got at Expedia. (And is it the case that "supervisor" transfers often aren't to an actual supervisor with additional authority? Is that comment inaccurate?)
Deleted by author 10-22-2002 12:58 AM
tattooednerdPerson was signed in when posted
02:51 PM ET (US)
SO as I understand it, no one at Expedia.com was able to facilitate a one-day extension on a ticket. The reason for said extension being that the reason for the flight, a mother being visited, had taken ill and was on her deathbed. Well, kudos to the insensitive, buck-passing microcephalics at Expedia! I am a receptionist in a Doctor's office, and deal with the public on a constant basis, and let me tell you, the patients and businesses that call here are often not pleasant in the slightest. Does it bother me that I become the target of nasty attitude and emotional venting? Hell, yes! However, the point is, THIS IS MY JOB. I am the interface between the patient/business/individual and the doctor, so it behooves me to expedite things like appointments, responses to qeustions, prescription changes, etc. And I do, I don't always like it, but that's how I earn my bread. If I am swamped and someone calls with an emergency, well, I have to buckle-down and help them out. Perhaps the employees of Expedia.com should receive not only some instruction on how to deal with the public in a decent, civilized, compassionate manner, but also some remedial English instruction because not only was some of the grammar and spelling of these people atrocious, but they perhaps need to be reminded that the name Expedia comes from the root word expedite (to accelerate the progress or process of).
EXPGoodAgentPerson was signed in when posted
01:49 PM ET (US)
Like I stated previously, not ALL Expedia agents are on the same level as some of those that have posted on this site.

In fact, many agents that will never post here spend hours attempting to reaccomodate passengers or find ways to help. I personally have spent hours with airlines, working out ways to get customers on flights.

The best tip I can give to disgruntled passengers is to ALWAYS read all rules and restrictions before you purchase. If you don't agree with these rules, you are under no obligation to use our site.

Like I have also stated previously, I am truly sorry for any problems that our customers have run across. However, I do not believe that Expedia is doing anything illegal. I will continue to work here because this is a good company and we do good business.
CatherineTheGrandPerson was signed in when posted
07:16 AM ET (US)
--start rant with crumbly facade of politeness---

I'd still like to see an Expedia-promoter talk about the problems I wrote about: The Expedia agents I spoke with would not, or could not, give a straight "No, *WE* cannot and will not change the ticket, *WE* cannot help you and your mom at all (except would you like to buy a $2000 1-way fare for her if she won't take her original return flight?)." They said-- they insisted-- that all restrictions were due to Air Canada.

While phoning them *I wasn't at my computer- I had to take the agents' statements at face value*. I could only take them at their word, not their web page. And their word, as I now view it, was "lie through our hollow teeth until the customer's cell phone battery runs out."

Yes, the ticket had significant restrictions. But my mom's simple 'go up for the weekend to Toronto to visit her mom' trip had become a 'stay at the hospital bed of her dying mom' trip. I could give the Expedia agent(s) the doctors' and hospital's names- they'd confirm the sudden switch of health state. Within a few days I could give absolute proof of her illness via the funeral home's name.

I wish Expedia had told the truth right away- I certainly had better things to do than be transfered from (evidently fake?) supervisor to supervisor to supervisor. (then calling AC, then calling Expedia again based on what AC had said...) For example, I could have been talking with an airtravel related company that allows its reps to show sympathy and flexibility. In all this, I was going through the fearful-sharp pain of upcoming grief(1) and being unable to fly up there myself. Air Canada, United, Southwest- each had reps going out of their way to help, even offering ways to get me up to Toronto myself (but I was taking care of a sick relative and couldn't leave). Their reps didn't mention how long we'd been on the phone. Their reps thought of possibilities and contingencies at a time I wasn't much able to think of them myself. Expedia? I can only imagine their hyaenaish laughs once they hung up their phones and went back to their kickkittens cubicle game.

My Grandmother would have had sharp words for me for not using a travel agent. She had started a travel agency in Ontario, it had grown to 10 offices before she retired. [and now how I wish I had a recording of an angry "Ekatharin..." from her. The voice memories are fading (CSLewis's snow on a statue analogy, but this is snow in an audio memory)]

-----end rant, start other----
(1) this my first experience of death of a person you didn't think would die. I'd assume most people feel this of siblings and parents, but not necessarily grandparents. Yes, she was 80 and in a nursing home, but wake me up midsleep and administer an effective lie-detector test I didn't believe she'd be gone now. She radiated a pure stubborn that seemed to preserve her in an slow fade that could've lasted decades. In retrospect we think she chose her death's day (a common action of many female relatives on that side. For now, I choose February 30 in some year after they've needed such for a while) waiting until all close relatives could make their last visits (I choose to have relatives visiting from Triangulum/M33).

She and her family escaped Russia on the last train before the Red army trains arrived. They rebuilt in Manchuria. She moved to Hong Kong, met and married an also stateless Russian and joined him in becoming British. He signed up with the HK Air Defense on Dec 6, 1941. HK fell on Christmas, that year. They both spent 4 years in POW camps, rebuilt their lives in HK, then moved to Canada. She remained an optimist.
Deleted by author 10-22-2002 01:00 AM
Ward ParkwayPerson was signed in when posted
07:14 PM ET (US)
If one is to believe that the self-proclaimed employees and ex-employees of Expedia in this forum, then it's safe to say that this is one company that truly _despises_ the customer, and is rotten from the very top to the very bottom.

It's also abundantly clear that these respondents have not the slightest clue as to the _actual_ issue here, which is public relations.

They may fail to realize that the people who began this discussion, and have posted horror stories regarding transactions through Expedia, have firmly established reputations, and are well known and respected both on and off the Internet.

This is the crux of this customer relations meltdown. Alleged employees of Expedia _continue_ to defensively obfuscate the real issue with repeated lambastings of their very customers! Anyone who's spent any time at all designing, developing, and maintaining customer relationship management systems understands all too well that it's the height of folly to place the onus of understanding ostensibly hidden details on the customer. This customer, after all, has chosen to conduct a transaction via the Internet precisely because of the ability to save time, and streamline the entire transaction.

Customers that don't understand, or take the time to familiarize themselves with the confusing and anti-customer minutae (in red, purported Expedia employees proudly point out, for the 10% of the population which is colorblind), are essentially shite outta luck. And what's more, screw 'em! they add with despicable disdain.

Expedia, if it truly is peopled by such foul and arrogantly spiteful miscreants as have spoken here, is in deep, deep trouble as a company.

I would expect that someone responsible, if there is any such soul at Expedia, would take the time to post here forthwith and head off any additional damage to its reputation, so unarguably damaged by those claiming employment there in response to trustworthy tales of customer disastisfaction.
SixDifferentWaysPerson was signed in when posted
03:28 PM ET (US)
No company has got the online travel biz right yet - especially in customer service. I also travel a lot. I've used all the sites - Expedia, The TRIP, Travelocity, Orbitz . . (I believe these four are different companies. I know Orbitz is owned by SABRE here in Dallas.) I have gotten some good deals with Expedia, but you really have to read the fine print. Travelocity is consistently the best - but they are still screw-ups.
I was "upgraded" to a "preferred" or "gold" membership or whatever Travelocity calls it - they sent a letter saying this was a free upgrade since I used them a lot. A few months later, they charged my credit card $20 for this "membership." This was not something I signed up for or asked for - apparently it was a "free trial" membership that they stuck you with unless you explicitly called and cancelled it. Despicable!
On a recent trip, I had to reschedule a flight. I called the "Preferred Customer" Gold number, or whatever - thinking, well, maybe I'll get a little more help than normal at least. Nope. They were stupid clueless robots. All they would do was quote me the damn rack rate for a ticket change. I didn't need a travel service for that, thank you, Expedia did the same. "That's all there is, that's all we can do..." I heard.
Well, I ended up just calling the airline direct. Explained my situation and got a new ticket from them for several hundred dollars less than these travel "service" companies were quoting. Anyone can log onto SABRE and look at the rack rate, people. Service means you would have called BA on behalf of your customer, talked to them about what they could do, called me back and booked me a new ticket.
I would say Expedia is the worst though. I've had countless hotel reservations that simply "didn't exist" when I tried to check into the hotel. Even upon presenting my confirmation number and a printout of my Expedia, I've been told that this is just an internal number for their system, and means nothing to the hotel. I've called Expedia on such occasions and I was given such oh-so-intelligent responses such as "they must not have received your reservation" or "it must not have been in their system." Then - they sometimes offer to find me another hotel room in the city. No thanks. I want the hotel room I booked, the one which your company confirmed for me. I don't need your service to "look around" - I can do that myself. The reason I pay you is convenience - to help remove some hassle. One rep told me I should have "called the hotel yourself to confirm." Hello? Isn't that the point of your sending me a confirmation number - isn't that your job?
WhompPerson was signed in when posted
08:04 AM ET (US)
Traveler: you'd better not involve yourself with anything involving statistics. Your premise that you can count 'satisfied customers' by the negative call rates is fundamentally flawed, I wouldn't be surprised if you were management at Expedia.
EXagentPerson was signed in when posted
05:36 AM ET (US)
well id first like to say that i no longer work for expedia and i want to admit that i hated the job....infact i know that maybe 1 in 5 agents really like their job....during our breaks we used to share our "war stories" with other agents in the office....telling about how we talked a customer down or how we saved a customer some money....but all in all we mostly grumbled about those dumb passengers who call up and expect for us to be able to do everything under the sun for them...and then of course they complain once we tell them that that isn't possible...o well though...then u get those lovely customers who don't read the rules and then call up and when we advise them of the pens to cancel their res they get really offended that we would have the audacity to want to charge them money!!! LMAO...hmmm...we get quite alot of those calls and I'd just like to say to all of you dumb people out their that want to purchase ANYTHING online to read the full rules and restrictions....cuz beleive it or not!!! it costs the company money everytime someone tries to purchase anything online...link up fees to Credit Card verification sites...transmission fees...faxes...all sorts of fun stuff so you know every business has to stay in business...and im so sorry to the customer that calls up complaining about they booked the wrong dates or some crap like that!!! well too damn bad isnt it? what we only showed the dates in the purchase path like 3 times and u mean to tell me u didnt read them to make sure???!!! well damn....that was just about a 200 dollar mistake wasn't it? so all in all id like to say that Expedia is making bank from very dumb passengers and that id suggest to any and all customers....face it...in the travel world u r going to get screwed by anyone and everyone....so in picking your travel agency make sure that they give u the vaseline first....atleast that way it will be easier on you!!!
Deleted by author 10-22-2002 12:59 AM
Ward ParkwayPerson was signed in when posted
04:55 PM ET (US)
Clearly, there's a serious and unarguable customer relations problem with Expedia.

Those of us on the customer side of such transactions have no way to verify whether the accounts given by the employees of such a business are legitimate or not. Some self-proclaimed Expedia employees here have alleged that they're trained to utilize customer-unfriendly tactics, and shameful, if not specifically illegal practices.

Still other self-proclaimed Expedia employees have emerged to, get a load of this - BLAME THE CUSTOMERS.

This would be laughable were it not for the fact that nothing any employee at the lowly, non-policy-setting level of such an organization might say, one way or another, has any real impact on this very real situation. Employees, the good and the bad, merely carry out and embody the policies and philosophy of the company leaders. It is the leaders that set in place the rules, and establish the guidelines and values by which a company proceeds.

This nightmare of customer relations lies squarely at the feet of upper management, not the lackies who man the phones or their tin-star supervisors. There may well be heroic efforts on the part of some of them some of the time, but that has little bearing upon the overall company image to *US*, their customers or potential customers.

When someone reads the heartbreaking story of the person whose grandmother took ill and had to contend with a beastly go-around with Expedia and the airline, the taint will last a long time. Though, as stated above, the sentiments of among the workers are inconsequential, and even understandable, given their lack of altitude and perspective within the company, the fact of where the fault lies - Expedia or the Airlines - IS NOT THE POINT!

The point is, of course, that the public, in going through Expedia, sees them as their representative, their advocate, their agent in this transaction. If they'd wanted to deal with the airlines directly, they certainly could have done that. But they chose, perhaps unwisely in retrospect, to use the services of Expedia to arrange their travel plans.

It would be far, far more financially expedient, if you'll excuse my pun, for Expedia to just eat the cost of resolving one of these problems, and then trumpet their unflagging service, than to attempt to justify their shamefully niggardly actions through fine print, red or otherwise, that everyone agrees is almost never read by anybody.

Shame on Expedia. Shame on the people at the top of that organization that have created an atmosphere and attitude that allows their employees to blame their customers and feel completely justified about it.

Expedia is only hurting its own bottom line if it ignores the only voice that matters - the customers'.
Mark FrauenfelderPerson was signed in when posted
10:21 AM ET (US)
Here's the original link: http://boingboing.net/2002_05_01_archive.html#85126946
cntrykittiPerson was signed in when posted
12:03 AM ET (US)
just wanted to send ya a thumbs up phone guy; i try to go out of my way and do what i can to help those that are sent to my queue; i must say i have learned to greatly appreciate ppl that work in call centers since i started here and especially those agents that answer the questions i don't know the answers too or assist me to helping resolve an issue that best resolves the problems the customer may be having...so to all of those agent who assist us agent... i as an new csr would like to say thank you!!!
cntrykittiPerson was signed in when posted
11:55 PM ET (US)
note to mark.... those odious fine print rules are not the ones that i am talking about actually. the rules that i am speaking about are the ones in RED writing that pp just tend to passover when clicking that button that clearly states "purchase this ______; i agree and accept the rules and restrictions"... i do understand about the fine print rules that most all businesses have which i admit i don't always read myself. "depending on what it is i may be agreeing to"
RodMcGuirePerson was signed in when posted
11:24 PM ET (US)
NOTE TO BOING BOING WEBMASTERS: If you are going to post a link to a quick topic discussion that was started long ago, maybe somehow you could have the discussion include a backpointer to what started the whole thing off.
Mark FrauenfelderPerson was signed in when posted
11:08 PM ET (US)
> if people are just trying to get a good deal and fly thru > the rules without reading them, then i'm sorry it is your > tough luck.

You're right. But most people don't read the terms. They do business with Expedia expecting them to be a good company, not one that hides behind its truly odious fine print legal crap.

You're lucky nobody reads the terms. If potential customers read and understood Expedia's terms, Expedia would probably go out of business.
EXPCSRAGENTPerson was signed in when posted
10:56 PM ET (US)
cntrykittiPerson was signed in when posted
10:53 PM ET (US)
i have only been working for expedia a short time, however i have learned alot. i have realized those people that complain about customer service being so bad, prices being to expensive and rules not visible to read are all just pissed off because they didn't get there way. just like any business, expedia has rules it has to follow from the merchants we do business with. if people are just trying to get a good deal and fly thru the rules without reading them, then i'm sorry it is your tough luck. if you are going to take the time to b*** then take that same amount of time to read the d*** rules that are put in front of you for YOUR benefit!!!!!
Deleted by author 10-14-2002 04:02 AM
PhoneGUyPerson was signed in when posted
09:32 PM ET (US)
This is just wrong. I work for Expedia as well, and to the two people that also work there, well if you are only there for the check no wonder you don't care about what you do all day. In dealing with other offices if you are a surevisor no wonder the agents under you call me alday to actually get an answer to a question so they can help someone, rather then ask you.
TO GoodAgent...I hear ya' man.
I try to go above and beyond for my customers when they call in, when I have to ask about rules I try to see it fromt he customer's angle adn ask all the questions about possiblities for the customers. And I call the airline to get things done for people. I spent an hour on the phone with Air Canada trying to get a custoemr taken care of when they gave her a misconnect for a flt, every flight they were trying to get me to put her on was sold out. I finally got them to get serious about the order adn got the lady taken care of.
I had a woman tonight that was getting the run around from Delta because she was not able to fly due to medical resons. I gave it to her straight as to what we could do about a refund for her tickets. I gave her no guarantees because the airline can say no if they want to, and I find it almost offensive when people place the blame on us when it is the airlines rules we are ordered to follow.
I take my job, and the people I deal with on a daily basis seriouly. I like to feel like I have accomplished something with my day, not screwed someone over.
Deleted by author 10-14-2002 04:03 AM
EXPGoodAgentPerson was signed in when posted
06:59 PM ET (US)
Well, I too work for Expedia.

In fact, I'm one of those "other agents posing as supervisors" and quite frankly, I'm insulted that you have so little respect for your co-workers that you would lump five offices of customer care agents into one category.

Personally, it sounds like the two of you need to find new jobs. "Like it or lump it baby," that's my motto.

For the record, most problems arise because customers fail to read through the full rules and restrictions regarding their reservations. All rules and penalties are listed BEFORE booking. Do you think we could legally get away with just springing them on you later?

To the people who have had bad experiences, on behalf of my company, I am sincerely sorry. Despite how my co-workers actions have demonstrated on this website, most Expedia agents are courteous, helpful, and make sure to get your needs right the first time.

cberkoPerson was signed in when posted
04:39 AM ET (US)
I too work for Expedia.

Jocelyn, you are right. Expedia is a joke... Expert (Expedia's documentation tool) is even funnier.

After reading some of the complaints, I do have a few things to say in Expedia's defense....

Why anyone would pay hundreds of dollars for an ESR hotel sight unseen is beyond me. If you get ripped off, tough s*#@! As for the cancelation penalties... they are posted in RED letters right on the intinerary... Well, almost all itns... (the site is full of bugs)

About the woman who was pushed back and forth between EXP and Air Canada... It was Air Canada's responsibilty to do your return exchange. If you are enroute, the carrier has contol over the record... unless it was an Expedia merchant fare... Expedia Bargain Fare, Flight Price Matcher, or Airline Branded Net Fare... in which you can make absolutely *no changes* (non-changeable, non-tranferrable, non-refundable)... it is stated on the rules and restrictions for the ticket which you agree to when you click.... 'Purchase this flight... I have read and accept the rules and restrictions...'

I get calls from people all day who don't read the rules or don't understand the rules... and want to complain about how deceiving the site is.

I wouldn't purchase from Expedia. Not just because I know the site is full of bugs, but because I refuse to fly. The airlines are greedy I refuse to give them any of my money.

Never fly Air France or ATA... You will be sorry.
JocelynPerson was signed in when posted
08:15 PM ET (US)
JocelynPerson was signed in when posted
08:11 PM ET (US)
I will never ever look at Expedia the same way....I work for them. I am a Supervisor at Expedia. I still work for this company and they burn people everyday. In order to make money we charge stupid fees and no one cares for the customer. They give you cases to make you wait for nothing. In the end we keep your money. Cases sit in queues for weeks, and all agents are trained to give you the runaround. The managers and director are paid to sit in meetings on wednesdays and do nothing to help. They often talk of other call centers doing better in calls, they only care about calls answered not helping the customer. Managers do nothing, answer no calls, and render no solutions. The director is a fat guy who scratches his back on doors and brags about his chili beans!
The company is a joke. They sell rooms when the hotels are over booked and will use any excuse in the book to not refund you. All supervisors are no help, we are purposely paid to send calls to other agents posing as supervisors, they call themselves customer care. Our customer advocate team is a joke, all day they email each other and do not resolve cases....but I need the money so I stay....sad but true. Expedia is a joke, please use travelocity.
jlouisPerson was signed in when posted
08:59 PM ET (US)
Why Expedia sucks? I'll tell you why, here's my story, sad but true.

Made a reservation with expedia for a hotel room. Made the reservation on the 19th for the 20th.

1) "special Expedia Rate" , turns out to be two whole dollars cheaper than the rack rate.

2)my travel plans changed and I called the afternoon of the 20th to see if I could change to another hotel without penalty. They told me that the reservation couldn't be changed, I said that sucked and this was the last time I would do business with expedia.

3)got to hotel and was told that expedia cancelled my reservation afterall - now I'm out a room, had to find another hotel.

4) get home to find an e-mail informing me that they cancelled my reservation and charged me the full price as a cancellation fee.

 called to explain all this and ask for a refund; they told me that there was no refund , that their clerk said I requested a cancellation.
calumniatePerson was signed in when posted
02:48 PM ET (US)
Isn't expedia a extension of Microsoft? I think that puts the nail in the coffin, customer service issues aside!


Allan J. HeimPerson was signed in when posted
10:02 PM ET (US)
I've sent this to Expedia via their feedback form (which won't accept Konqueror, lamely enough):

Hello! My friend, Cory Doctorow, runs a website at http://boingboing.net/ , wherein he describes the troubles he's been having with your customer service.

I just wanted to let you know that, after reading his account and those of other people who've used Expedia, I won't be using it for my travel arrangements any time soon. Having worked in customer support, I take good service seriously, and it appears that your company doesn't. Sorry!
Edited 05-30-2002 10:03 PM
CatherineTheGrandPerson was signed in when posted
08:59 PM ET (US)
Agreed! Agreed! And an additional annoyance is that they lie about who is responsible, rather than simply saying "hey, our rules, live with it" right away.

I used expedia to get a ticket for my mom to visit my grandmother- San Francisco to Toronto, Air Canada flight. While there, my grandmother was suddenly hospitalized, and my mom wanted to extend the stay. I Called Expedia: "Its entirely up to Air Canada." AC: "No, Expedia decides." Exp:"Air Canada is lying." AC:"Sorry, not us..."

After several back and forths, Expedia finally admitted: "Sucks to be you and your grandmother. It *is* our choice and we won't do anything. Unless you'd like to buy a $2000 one way ticket?"

I wish they'd said that much earlier. AC offered to let my mom fly standby- I appreciated it, as they didn't have to. We ended up using miles to buy a ticket on United.

My mom did stay extra days, no thanks to Expedia, and those extra days were important: my grandmother died less than a week after that.
Eli the BeardedPerson was signed in when posted
12:04 PM ET (US)
I haven't used them in a few years, as I've been flying
less, but I used to use Equitable Travel (at the obvious
.com). They worked out some hairy travel schedules for
me, and they are a 'big brother' of the New York Perl

perl -e 's Y Yreverse q N ny pm srekcah lrep kroy wen emosNYex and s Pmp ynP
P and s MsMjust sMx and print and s NYPM MPYN Nis or reverse and print q qq'
SongdogPerson was signed in when posted
11:35 AM ET (US)
I don't travel very often, but I also prefer to search with Expedia/Travelocity, and book directly with the airline. Although I have had very good experiences with Carlson Wagonlit through a previous employer who used them.
Erik V. OlsonPerson was signed in when posted
09:00 AM ET (US)
A good travel agent is a joy to behold. My travel, being mostly personal weekend trips for cons, isn't something that TA's can really do any better than I can on, so I don't use them -- I book directly with American and Hilton, whenever possible. (If the TA can't save you at least $50, it's not worth it, since the fees eat the savings.)

But if you are travelling frequently on business, you need to find a *good* TA. Not only will they make your life easier -- they're *much* better arguing with the airlines/hotels than you are.
wbuthodPerson was signed in when posted
01:33 AM ET (US)
I'm sure the EFF has enough folk traveling on the legal/business/punditry/PR circuits to get favorable deals with one of the big agencies, like Carlson Wagonlit or Rosenbluth. Having the option of talking to a carbon lifeform who knows their shit is a shameful luxury that the frequent traveler owes themself. Most have 24/7 hotlines for unexpected travel requirements.

[disclosure: I used to use C/W, and now use Rosenbluth, because my employer insists upon it. If they didn't require it, I'd probably use them anyway.]
PaulHoffmanPerson was signed in when posted
10:21 PM ET (US)
At her own insistence, I compared the prices my travel agent got me the last few trips against "the web" (which for me means Expedia and Orbitz). Even after factoring in her $30 ticket charge (since the airlines no longer give travel agents essentially anything), I found that typical $500 round trips were about $50 more through my agent. And she consistently busts ass for me on during-the-trip changes and so on. I don't even consider doing it online any more, and Cory's story just confirms that.
gorgarPerson was signed in when posted
10:11 PM ET (US)
So can we look forward to a Power Point presentation of your ordeal?
Charlie StrossPerson was signed in when posted
08:00 PM ET (US)
I go direct to an airline's web site to book tickets if it's a simple trip. If it isn't ... well, there's a small hole-in-the-wall travel agent I discovered by way of a previous employer nearly ten years ago. I phone Paul and tell him what I want to do and he Makes Headaches Go Away. He also works out cheaper than any online system I've tried because he actually cares about his [regular] customers and tries to get you onto the cheapest/best flight, according to what you ask for.

Here's a clue: he knows I'll keep coming back as long as he does right by me. This is called Customer Relations, and it's something that no amount of corporate branding or marketing will ever replace.
Erik V. OlsonPerson was signed in when posted
07:32 PM ET (US)
They once booked me with a 5 minute layover in Dallas on a non-refundable ticket for example.

That's not incompetence. That's malice. Both the major booking services (Worldspan and SABRE) have rulesets built in to prevent such things from happening, and you need to enter override codes to allow the booking to proceed otherwise. AA mandates 35 minutes minimum at DFW for domestic connects, 55 minutes for international.

(Five minutes? In DFW? That's not even wrong. I've got, oh, 90 minutes for the turn on Sunday -- and if the weather's bad, well, I might need it.)
foobarbarPerson was signed in when posted
06:46 PM ET (US)
I travel frequently for work and almost always use Yahoo Travel (Travelocity). I've had about 15% fantastic, 80% good, and 10% no-so-good experiences with them when I've needed to make a change or do something funky.

They haven't always been able to give me what I want (i.e. for free) but they've almost always been helpful, friendly, and courteous. They've helped me with lost paper tickets, changes to weird international flights, and re-routing due to cancellations.

We have a real travel agent that we can use if we don't want to book our own tickets. Those guys have screwed up my reservations more times than I want to count. They once booked me with a 5 minute layover in Dallas on a non-refundable ticket for example. All in all I'm a reasonably big fan of Yahoo travel.
FloridaStevePerson was signed in when posted
06:01 PM ET (US)
I had a terrible time with Expedia trying to modify a rental car reservation. It came down to me losing money if I tried to deviate in the slightest fashion from the reservation. Problem is, is Travelocity any better?
Paul SchreiberPerson was signed in when posted
05:29 PM ET (US)
eBay's "customer service" sucks, too. See Darryl's ordeal.

The site's currently down for me. Try the google cache.
John BeimlerPerson was signed in when posted
04:48 PM ET (US)
I ran into problems with Expedia earlier this week. I've switched to using Mozilla for my daily browsing needs, and ended up in an endless loop trying to confirm a hotel reservation. I ended up with three rooms, luckily the hotel chain helped me cancel the two extra rooms, because Expedia wouldn't.
Erik V. OlsonPerson was signed in when posted
04:05 PM ET (US)
Although they should have done more about PNH's bags. But that was TWA as AA, not AA. Sigh.
Erik V. OlsonPerson was signed in when posted
04:04 PM ET (US)
Agreed. I book directly with the airlines, where the ability to change my ticket depends soley on the fare class, (translation, how much I paid for it) and when those rules can be read beforehand.

Hell, American even waved a change fee when I, Erik V. Olson, put the wrong departure date in on a discount fare. I called them up, admitted wrongdoing, credit card in hand, since there was a $100 change fee on the ticket. They made the change and waived the fee.

I'll use itasoftware's fare search (same one that drives orbitz, but I don't do orbitz because of all the popunders they have), and unless the fare is really cheaper, I go ahead and book American anyway.
Mark FrauenfelderPerson was signed in when posted
03:44 PM ET (US)
Expedia sucks beyond belief. In my Playboy column, wrote about a horrific experience I had with Expedia a couple of years ago. I use them for comparison air fare shopping, but always book the reservations with an agent or directly with the airlines. DO NOT USE EXPEDIA OR YOU WILL GET BURNED.
Jerry KindallPerson was signed in when posted
03:43 PM ET (US)
Trying to change your travel plans is going to cause you a hellacious amount of annoyance no matter where you bought your tickets. You will almost certainly have better results taking up any changes directly with the separate companies involved (airline, car rental company, hotel, etc.).
pixelgeekPerson was signed in when posted
03:33 PM ET (US)
Sorry if this sounds pedantic...

As well Expedia doesn't pay taxes in your city/province. Your local travel agent may also be available only during business hours but they pay taxes and fees that help develop and maintain the infrastructure in your area.

I try to limit my online purchases to items that I can't get locally or items that I need (critically) in a timeline that a local provider can't deliver.
mrmPerson was signed in when posted
03:16 PM ET (US)
I agree, Expedia = bad. I travelled extensively for 7 years until I gave up travel this year for stable home life. My experiences with them were bad. My best experieinces were with local travel agents affiliated with a chain (like Carlson, etc.) - I suggest that because then you have 24 hour support when a problem comes up.

The future doesn't look good though, with airlines cutting travel agents out of the picture this past year. Now many of them are forced to tack on service fees to accomodate the lost revenue from commissions. $17 billion and all that extra commission expense gone, and the airlines are still rude, unpleasant, and impossible to deal. If I had broadband out here in the mountains I'd be able to stay home all the time and never think about airlines.
funklordPerson was signed in when posted
03:06 PM ET (US)
Agreed. One particularly deceptive thing about Expedia is in their rental car listings. They'll list a weekend rate for you (usually very low) but if your stay goes on past the weekend, you are charged a vastly higher rate for the week days you have the rental car, and no advance indication of this is given by Expedia.

Orbitz isn't much better, as I've had major issues with reservations that they've lost, or cancelled with no notification.

What I tend to do these days is use Orbitz or Expedia to find rates for flights or cars, then I'll go directly to the website for the airline or car rental company and book there. You get the same rates, but cut out the middleman, while still getting the convenience of searching multiple suppliers at once.