Expedia (Canada) Customer Service Issues

We are currently in Vancouver, staying 25 minutes South of Playa Del Carmen, and have rented 4 cars from Alamo this trip. We booked the first 4 through Expedia.ca at a great price. Last week, we booked another car for pickup today, Sunday. However, upon arrival, we were told we had to pay insurance charges on top of the rental, even though we have worldwide insurance on our credit card. We had printed out the terms of our credit card insurance, but Alamo insisted Mexico needed to be covered. It seems due to spring break, prices have increased, and mandatory insurance purchase is required. When speaking to an Expedia phone representative, we were assured we only needed to pay the amount on our confirmation. This miscommunication led to us paying $[redacted] US for 1 week instead of $44 Canadian for 18 days. We had to rent the car due to our commitments, but we need clarification on this issue. Looking forward to your response. Thank you. - Rick Mattson, Expedia member

Hello, I am following up on my itinerary # [redacted][redacted] and the Expedia Case ID # E-[redacted]. I spoke with Supervisor Mr. Omar, and he assured me a refund for my booking. Originally, I scheduled a flight from April 1 - 11 with Itinerary # [redacted][redacted]. Due to concerns about visa processing time, I utilized the "Change Reservation" feature in the Expedia app to adjust my flight to Oct 18 - 28. However, after making the change, both booking dates remained active, resulting in unintentionally booking two flights for this year. This issue was a result of unclear instructions on the app, which did not warn about keeping the original booking. Now, I am in need of assistance to cancel the Oct 18 - 28 flight under Itinerary # [redacted][redacted] due to financial constraints. I have attached pictures as proof that the Expedia app allowed me to change the reservation. Thank you for your understanding. YanYan

We recently had booked flights with WestJet from Winnipeg to Toronto and then to New York on Feb. 20, [redacted], returning on March 3. On Feb. 20, our flight from Toronto to New York got canceled due to a snowstorm, and we were rerouted to Montreal to catch a Delta flight to New York. Surprisingly, our Montreal flight last minute was canceled, making us stay at a hotel overnight. Returning, our New York flight was delayed over an hour, causing us to miss our connection in Toronto. Despite our luggage making it, we were considered too late to board. To claim travel interruption expenses, we need proof of both flight cancellations. WestJet advised contacting you for this, so please provide the necessary information for our claim. Our itinerary number was [redacted][redacted]. Thank you. Byron Doyle

I have a flight booked from Victoria, BC to Charlottetown on April 6, returning on April 26. Unfortunately, my school changed the final exam date to the 26th, and I need to modify my return flight to the 27th. After contacting Expedia and Air Canada, I encountered difficulties due to the booking class of one leg being 'Basic Economy'. Expedia referred me to Air Canada, who couldn't assist with the changes. Expedia's customer service advised me to use my Credit Card insurance, as they were unable to modify the reservation. Despite promises for assistance, I have yet to receive a call back from Expedia's corporate office and still need to change my return flights for two passengers from Charlottetown to Victoria.

Subject: Issue with Hotel Cancellation via Expedia Hello, I made a hotel reservation through Expedia with a non-refundable room. Due to a change in plans, I needed to cancel my booking. I carefully read the cancellation policy outlined in the confirmation email before requesting a cancellation directly with the hotel. The hotel, however, informed me that they could not cancel the reservation since it was made through Expedia. I found this discrepancy frustrating and wanted to highlight this issue to Expedia for future clarity. The hotel specified that only reservations made directly with them could be canceled by 4 pm the day before check-in, contrasting with the Expedia booking. I am hesitant, but if I am charged, I may need to explore a chargeback through Mastercard. Before proceeding, I wanted to reach out to you to explore any available options or assistance. Thank you, B.

I had originally planned to visit my daughter in Vancouver on April 22nd, but due to her unexpected work commitments, she will be too busy to spend time with me during that period. I kindly request to reschedule my flights to a different date, preferably in the first two weeks of June. For my travel details, I have a confirmed Air Canada flight, K6FGPA, booked for April 22nd from London ON to Vancouver, with a return WestJet flight, LAAKVF, scheduled for April 29th. My Air Canada ticket number is [redacted][redacted], and the WestJet ticket number is [redacted][redacted]. These flights were originally booked on November 20, [redacted]. I believe the information provided is adequate for you to assist me with this request. Please let me know the available options for rescheduling. Thank you, J. Sammut

Subject: Update on Expedia Rewards - Case ID: [REQ:M-[redacted]8] Dear Ingrid, Thank you for contacting Expedia about your reward points inquiry. We noticed your reservation was made with Expedia Canada, and unfortunately, as part of the Expedia US team, we are unable to access the account details due to system restrictions. Kindly reach out to expedia.ca directly for assistance at 1-[redacted]-EXPEDIA ([redacted]) or through www.expedia.ca. We appreciate you choosing Expedia for your travel needs. Best regards, Gene Expedia Customer Service Team

My daughter and I had a disappointing experience at The Bahia Principe Coba due to the overwhelming amount of seaweed on all three beaches. The workers were clearing it with machinery, making it difficult to enjoy the beach. Even the pool area lacked proper seating and shade. Our room wasn't ready until late, and the front desk service was rude. Unfortunately, my daughter fell ill from heat stroke, cutting our beach time short. We were confined to our room and had to rely on room service for meals. The vacation was ruined by these unexpected challenges. We are requesting a full refund and hope for a prompt response to resolve this issue. We have evidence of the beach conditions and seek a satisfactory resolution. Thank you for your attention to this matter.

I made a reservation at 'Centro Motel' in Calgary, Canada, based on online reviews and photos. However, upon arrival, the cab driver warned me that it was not a safe place, describing it as a rundown area known for drug activities. The reality of the motel was far from the portrayed images; it was dirty and unpleasant. When I requested to cancel my booking due to the discrepancy, the front desk staff insisted I pay for all nights. Despite the advertisement mentioning a complimentary breakfast, the reality was disappointing with limited space to eat. Feeling uncomfortable and misled, I implored for a refund for the remaining nights as the current accommodation was unacceptable. Thankfully, the cab driver assisted me in finding an alternative at the Holiday Inn. I urgently seek assistance in obtaining my money back as I am attending a conference and cannot afford this unexpected financial burden, including the $70 spent on the cab. My confirmation number for Centro is [redacted][redacted]. Your help in resolving this issue would be greatly appreciated as I am feeling distressed.

Currently at Heathrow airport, I had a terrible experience with Expedia while trying to board my British Airways flight to Rome. Despite making a ticket change a week ago, British Airways informed me that Expedia failed to issue the ticket. After a lengthy call with an agent and being told the flight was oversold, I was left to pay over a thousand dollars for a first-class seat, missing my original flight. The Expedia representative was extremely disrespectful and unhelpful, leaving me to cover the costs on my credit card. My daughter is waiting for me in Rome, and the thought of reclaiming $[redacted] upon my return seems daunting. This ordeal has been distressing, especially considering I am a single mom embarking on my first trip in 15 years. The inefficiency and rudeness encountered have led me to vow never to use Expedia again, and I plan to inform TD Bank of this distressing experience. I strongly urge others to avoid booking through Expedia to spare themselves from similar difficulties. - Colette L.

I attempted to book a return trip for 2 adults from Vancouver, B.C. to Providence, Rhode Island with a car rental. Initially, we booked flights with Air Canada departing on Sept. 12, [redacted] and returning on Sept. 16, [redacted]. While adding the car rental, we encountered an issue as the initially chosen car wasn't available. After attempting to book another car, we received a confirmation number which was only for the car and had the wrong date. Consequently, we had to cancel the car reservation. However, we did not receive any confirmation for the flights. To rectify this, we re-booked the flights and added a different car. We are hesitant to confirm the new bookings for fear of double-booking the flights. Your assistance in resolving this matter would be greatly appreciated. Thank you. - PK & JM.

Dear Expedia, I trusted you with my credit card information to book a trip to Jamaica. Casa Alexandria, the hotel involved, contacted me on January 17, [redacted]. I have records of the call on my phone. They informed me that due to overbooking, I couldn't stay and promised a refund. I hold Expedia accountable as I entrusted them with my details. The $[redacted] charge appears fraudulent, as I paid for a service that was canceled by the provider, causing me a loss. I have evidence of being in Jamaica on the booked dates, with receipts from a hotel in Kingston on January 18, [redacted]. Despite Casa Alexandria denying the cancellation call, I expect Expedia to pursue the refund on my behalf. I did not willingly pay twice for accommodation. While I could have ensured the refund by going to the hotel, I was unaware it was fully paid. I urge Expedia to rectify this situation promptly. Thank you, Kerone Vanloo

I am Kerone Andrea Vanloo, a private investigator, and I traveled solo to Kingston, Jamaica for a wedding using Expedia to book my flight from Toronto on January 18, [redacted]. It was my first time reserving a hotel room through Expedia for a 16-night stay. To my surprise, payment was made to Casa Alexandra without my knowledge, charging $[redacted] to my BMO credit card for the plane tickets in April [redacted]. A representative from Casa Alexandria called me indicating an overbooking, which seemed plausible as he had my details. With limited time to secure an alternative accommodation in a country known for high crime rates, I am concerned about how Expedia will handle this matter. I have documentation of the phone call and text messages for reference. Your prompt response to resolve this issue is appreciated. Thank you. Best, Kerone Vanloo

Subject: Request for Review Removal - Itinerary #[redacted][redacted] To the relevant party, I am writing in relation to Itinerary #[redacted][redacted] and my previous communication with Expedia in early April [redacted]. I had contacted Expedia requesting the removal of a review I had mistakenly written. Although I was informed that the review would be reviewed within 3 days and subsequently removed, it still remains visible to date. I would like to emphasize that my stay at Hotel Lisboa Plaza was thoroughly enjoyable. My husband and I were both appreciative of the exceptional service provided by the staff. Their professionalism and friendliness were outstanding, and the hotel's proximity to old Lisboa with a variety of dining options made our experience even more delightful. The cleanliness of the hotel and the quality of the breakfast further contributed to our positive experience. I kindly request the prompt removal of the incorrect review to uphold the excellent reputation of Hotel Lisboa Plaza. Your attention to this matter would be greatly appreciated. Thank you, Gilda B.

Itinerary # [redacted][redacted] for Manzanillo from March 1st to April 1st, [redacted]. I, J.S., a senior citizen from [redacted]-[redacted] Burnhamthorpe Road East, Mississauga, ON, L5A 4L4, Canada, missed my return flight from Mexico City to Toronto. At 12:30 am on April 1st, I presented my documents to the flight attendant, who sent me back to Immigration to get the required form. Despite asking for assistance due to limited time, I wasn't helped, causing me to miss the flight. Aeromexico staff failed to check my documents beforehand. Language barriers, currency issues, and lack of cooperation further complicated the situation. I had to buy a first-class ticket for MXN [redacted], CAD [redacted].65 for the next available flight. I've filled out surveys and complaints but haven't received a response. I seek compensation for the inconvenience and extra costs incurred. Thank you for your attention.

Hello, I am reaching out on behalf of my client who recently booked a cruise through Expedia and is entitled to Expedia Rewards. Despite having an Expedia Rewards account, my client is having difficulty accessing her reward points due to password issues. Despite attempting to reset the password, her account is not displaying the correct information, leading to her frustration. I have attempted to contact various phone numbers without success, so I am now reaching out via email for assistance. Could you kindly provide me with the appropriate phone number to rectify this matter for my client? Any help in this regard would be greatly appreciated. Thank you. Best regards, Thomas Olafson, Expedia CruiseShipCenters Prince George. Contact information: Office phone number: [redacted]; Email: [redacted]

We are seeking a refund. The hotel was unacceptable, and it should be removed from your site to avoid future problems. We couldn't move to another place due to my partner's recent surgery. The hotel was extremely noisy with people yelling and doors slamming all night. The room had torn curtains, a shaky TV, a burnt table, and a missing lampshade. They claimed breakfast was unavailable due to renovations, which we didn't see happening. I asked for a $10 refund for breakfast but was told to contact Expedia. We are now requesting a full refund or credit. The Internet was also problematic, and after a long wait for help, I had to go to the front desk myself. Overall, it was a disappointing and sketchy experience.

Hello, While staying at Breathless Punta Cana, we are not satisfied with the hotel. We're looking to change to a different hotel due to uncomfortable beds, dirty rooms, and loud air conditioning. We've checked out the availability of rooms at Now Onyx next door and would like to transfer there instead. We urge a prompt response since we've been unable to reach Expedia by phone. You can reach us at [redacted]. Thank you.

I rented a car from Green Motion in Glasgow today. I called for the shuttle bus and was advised it would take 10 minutes. After calling again and waiting for 40 minutes with no response, I ended up taking a taxi to the office. I had to wait for 2 hours at the office, and they refused to accept my Visa rental car insurance with worldwide coverage. I was forced to pay an additional $[redacted] Canadian to get the car. As seniors on a budget, we were shocked by how we were treated. Another customer left in tears, experiencing a similar situation. I look forward to hearing from you. - H.K. [redacted]

I made a reservation and payment online on April 9 for a full-day bus tour for 4 people to North Wales from Chester with Mountain Goat Tours on April 28th. Arriving at the pickup point, we discovered the tour does not operate on Sundays, only Saturdays. This was our sole opportunity to visit Northern Wales during our trip, as we had other scheduled activities. The mistake disrupted our plan to take the train to Manchester that evening after the tour. We had to reorganize transportation and also lost the value of 4 non-refundable train tickets ($45.23 Canadian each). The total loss amounts to $[redacted].20 for tour expenses and $45.23 for the train tickets. I am requesting a full refund of $[redacted].20, reimbursement for the train tickets, and a goodwill credit with Expedia for the inconvenience caused. I appreciate a prompt response. Thank you.