Expedia (Canada) Customer Service Issues

Dear Expedia, I am a long-time customer and had booked a summer trip with itinerary number [redacted][redacted]. My pregnant wife fell ill during the trip, prompting our early return to Montreal for medical treatment. We have been trying to modify our return since May 16th, facing long wait times on the phone. Despite booking an earlier flight for some travelers with itinerary [redacted][redacted], we still need assistance with the other ticket. I seek a partial refund for the remaining trip legs. I hope to avoid cancellation fees as it is more beneficial for Expedia to resell the spot. Your prompt assistance would be greatly appreciated. Thank you.

I contacted Expedia at 4:46 p.m. on Wednesday, May 22nd to request changes to my itinerary. I explained to an agent that I needed to modify my wife's flight, book a flight for myself, and reserve a hotel. After a 20-minute hold, the agent returned to assist with changing my wife's flight to October 1st. However, upon trying to book my own flight, we couldn't find seats together. Gabriel transferred me to his supervisor, Andrew, who informed me of a $[redacted]+ charge for the unauthorized change to my wife's flight. Andrew then said he would escalate the issue to his supervisor and placed me on hold for a total of 1 hour and 44 minutes. It's now 7:30 p.m., and I'm still waiting for a resolution. I am disappointed with the situation and need help. Please contact me at [redacted] or email at [redacted] The last interaction I had on the call was almost 40 minutes ago, and it's becoming frustrating.

We made a reservation at Pioneer Hostel in Prince Rupert, BC for two guests for one night. However, upon arrival, we were informed that the price quoted on Expedia was for a single guest only. Having to pay the full hostel rate of $40.25 each, we're wondering if a refund for the price difference could be arranged from the $80.50 we paid. Here are the booking details for reference: Reservation: PIONEER GUEST HOUSE [redacted] 3rd Ave East, Prince Rupert, BC, V8J 1K4, Canada Dates: May 18, [redacted] - May 19, [redacted] Itinerary #: [redacted][redacted] Check-in: 1 PM Check-out: 11 AM Check-in Instructions: 9 AM - 9 PM Contact for late check-in Room: Guests: Esha Minchin + 1 Shared Dormitory, Mixed Dorm, Shared Bathroom Room requests: 8 Twin Beds Non-smoking room

I have been a loyal Expedia customer for a long time. I would like to request a correction for my booking at Genting Highlands First World Hotel with itinerary number [redacted][redacted]. There seems to have been a mistake as I did not intend to book this hotel for 3 days. I have already made a booking for the correct date and I am unsure how this error occurred without my knowledge until now. I am currently out of the country and unreachable by phone, so please update me once this issue is resolved. Thank you for your assistance.

I have been dealing with an issue since booking this morning at 8:29 am. Itinerary number #[redacted][redacted]. I have experienced being placed on hold for extended periods, transferred between representatives without successful resolution. The call center operator misspelled my daughter's name as Sheryl instead of Cheryl. Despite my attempts, the issue remains unresolved, and I have been informed it may take over 24 hours to rectify, which I find unacceptable. Despite Expedia confirming the reservation and receiving payment, I have been advised to either cancel and rebook or wait the 24 hours and face another lengthy wait. As someone with over 25 years of experience as a Customer Service Supervisor, I find this level of service unsatisfactory. Despite multiple calls, including one where I was on hold for over an hour, the error remains unaddressed. Requests to speak with a Supervisor have been denied. Please contact me at 1 [redacted] to resolve this promptly. Thank you.

Upon arriving late at e-z car rental due to a time change and delayed flight, we were made to feel like a big inconvenience. The car we received was not the full-size one we reserved, making it impossible for my 6"5 boyfriend to drive comfortably. Although the reservation was in my name, we used his credit card for the transaction. We were then informed he had to be the primary driver, which was not feasible due to his height. Adding me as a secondary driver incurred an unexpected fee that was not disclosed to us. Opting for extra insurance ended up costing us over $65 a day, significantly increasing our total rental cost to $[redacted]. The lack of transparency and poor customer service left us extremely dissatisfied, especially when we found garbage in the car. This experience significantly impacted our trip budget and overall enjoyment as a young family.

On May 18, I made a reservation at the Quality Inn Grand Suites in Bellingham. However, upon confirming the dates that same day, I discovered it was booked for June 8-9 instead of May 18-19. Considering the urgency, I promptly called the hotel to rectify my error. I requested a complete cancellation as I needed the room for the intended dates, only to find out the hotel was fully booked. The staff assured me the booking was canceled, but unfortunately, I found the charge on my credit card statement later on. Despite informing the hotel immediately, they claimed they couldn't cancel it as it was booked through a third party. After two lengthy calls with Expedia, they attempted to address the issue with the hotel, but to no avail. The hotel's refusal for a refund was disappointing, especially after their initial misleading assurance. I am seeking a full refund, compensation, and an apology for the inconvenience caused. This level of customer service is unacceptable, and I hope for a swift resolution.

Hello, I have been on the phone for over 2.5 hours, mostly on hold. I booked a trip to Disneyland for my daughters with Itinerary #[redacted][redacted]. The hotel is very dirty, and the beds are awful. I want to cancel the hotel and move them to another. Your customer service representatives called the hotel and claimed they were with my daughter, but she is in Disneyland. They also said they spoke to the manager, but the manager isn't present. Based on the terms and conditions, I believe we would only lose one night if we canceled the reservation to move to another hotel. The experience we are having does not match what was advertised. I am frustrated as I was supposed to be transferred to another supervisor, but the call got disconnected after 45 minutes. I am extremely unhappy and willing to pay more to switch to a different hotel. I have expressed this multiple times and really need this matter resolved.

Itinerary # [redacted][redacted] Hotel Booking Review - Case ID : [REQ:M-[redacted]7 I am writing regarding my recent experience with Rembrandt hotel booked through Expedia. Despite confirmation indicating an additional charge of 31 Pounds per day for a young adult, I was charged 40 Pounds per day by the hotel, which they refused to adjust even after showing them the Expedia confirmation. Throughout my stay, I received multiple emails from Expedia promising to follow up with the hotel within 24 hours, but no resolution was reached. Since returning home, I have only received feedback requests from Expedia with no actual progress. I have been trying to contact Expedia by phone without success. I am seeking a refund of 54 Pounds plus tax as promised by Expedia due to the discrepancy in charges. Thank you, Michael H.

Dear Expedia representative, I purchased tickets from Expedia approximately 2 months ago for a trip from Calgary to Novosibirsk and back. My itinerary number is #[redacted][redacted], and my confirmation code is KZS56P. My journey began on May 27 from Calgary with layovers in Amsterdam and Moscow, and I was supposed to return one month later through the same cities. When planning my return trip, I relied on the email header indicating a departure from Novosibirsk on the 29th at 15:17. However, on June 28 around 13:00, I discovered at the bottom of the email that the departure was actually on June 28th at 15:25. Despite the confusion between May and June dates, I trusted the body of the email and hastily packed my bags, attempting to reach the airport in time but missed my flight. After desperately trying for 3 hours to reach Expedia to modify my flight with no success, I reluctantly purchased new tickets from Novosibirsk to Calgary via Orbitz for 1,[redacted] CAD. As a loyal customer of Expedia for 13 years, I have booked numerous trips but was extremely frustrated this time due to email discrepancies and lack of timely support. I am seeking compensation for the inconvenience caused. Warm regards, Alex

I encountered an issue while trying to book my flights. I used my card and received an error message regarding payment. I later discovered that $[redacted].89 was charged by Westjet, which seems to be a partial fare. I did not receive an itinerary number. After contacting my bank, they confirmed the transaction to WestJet. However, Westjet claims they have no record of it as it was a third-party booking. They suggested reaching out to you for assistance. Please help me resolve this situation. Thank you.

Itinerary #[redacted][redacted] - I would like to cancel my 2-room accommodation at Marlborough Hotel in Winnipeg for Aug 22-23. I attempted to reach out within 24 hours of booking due to safety concerns after learning about the dangerous reputation of this hotel. Despite initially booking based on your recommendation, my colleagues residing in the city warned me against staying there due to incidents like murders, robberies, and vandalism occurring frequently. With a major sporting event coinciding with our stay, the risk of trouble is high. I have been told by the hotel to contact you for the cancellation. Although I have tried to cancel via the email confirmation, I have not received a response from you yet. Please get in touch with me promptly. Thank you.

Dear Concerned Party, I am reaching out regarding my recent travel experience to Athens. My itinerary number is [redacted][redacted]. I encountered a significant issue at Madrid airport, where there are four terminals, which was not specified on my itinerary. Upon arrival at terminal 4, where I assumed my flight was departing, I was directed to different counters and ultimately informed by Iberia agents that I needed to be at terminal 2 for my Aegean flight to Athens. Unfortunately, the lack of clear information led to a missed flight, despite our efforts to reach the correct terminal using a taxi at an additional cost of 20 Euros. Currently, I am at the airport awaiting the next available flight to Athens at 12:00 p.m. I seek a prompt resolution and appreciate your attention to this matter. Sincerely, M. Villalobos

I am looking to schedule a meeting at a Vancouver Expedia branch to discuss a potential trip to Hawaii in January, which includes visits to both Maui and the Big Island. I recently received a quote from another agency that seemed overly expensive compared to my previous month-long trip to Greece. A friend mentioned that the agent might have been booking separate components, possibly earning a high commission while driving up the overall cost. I had a positive experience with Expedia back in [redacted] and I am considering giving them another chance.

Hotel Reservation: Extended Stay America on July 6, [redacted], under the name Mark Normand. I was very disappointed with the room. It was not clean, had a bad smell, and the faucet in the bathtub leaked all night. The window with a screen doesn't open, only the other one without a screen. The curtains have blood stains, and the carpets are stained too. There were no washcloths. The room had a fridge and microwave that seemed they hadn't been cleaned for a while. We spoke to Manager Giovanni Castillo at [redacted]. He mentioned he would refund the room, but we need to request it through Expedia. Angelina is the front desk manager, and her number is [redacted]. Thank you.

I have not received a response from Expedia regarding the issue I am facing. I would like to provide additional information about the situation. My friend and I unintentionally made duplicate bookings for 4 tickets to Capilano Suspension Bridge for August 5, [redacted]. I used my HSBC Signature Credit Card for the payment, which went through without requiring the final One Time Password (OTP). My friend decided to keep her booking, and I attempted to cancel mine shortly after booking, realizing the error, but it was past 23:00 on August 4, less than an hour before the admission date. Despite sending multiple emails to Expedia at "[redacted]" referencing Itinerary # [redacted][redacted], explaining the situation and questioning the payment without OTP verification, I have not received any response or assistance. I shared my friend’s e-tickets for 4 people, scheduled for admission on August 5 like mine, to request a cancellation and refund for my booking. I am seeking your help in following up with Expedia to resolve this matter promptly.

I need to modify the checkout date of my hotel reservation. I spoke to Expedia agents last night, and unfortunately, I encountered call transfers and long wait times. The hotel has approved changing the booking date. However, I received an email from Expedia stating that the hotel can't make changes directly and to contact Expedia Customer Service. Despite following the instructions in the email, I am currently on hold, waiting for assistance. I aim to adjust the departure date to Oct. 29 instead of 30 and request the promised refund of $[redacted] from the hotel. The booking Itinerary number is [redacted][redacted]. The reference numbers between the hotel and Expedia seem mismatched, adding to the confusion. I'm currently on hold again after speaking with an agent who mentioned transferring me to another representative.

I am disappointed by Expedia's trip cancellation policy. I scheduled a business trip through Expedia to attend a conference in Orlando, Florida, but due to unforeseen circumstances with my business, I am unable to make it. When I tried to cancel the flight, I was informed that I couldn't. Despite regularly buying cancellation insurance and booking numerous trips through Expedia, I find it frustrating that I can't cancel this flight when I truly need to. I am kindly asking for an exception to be made, as all I want is a credit on my Expedia account. This credit would be beneficial for my monthly business trips from Calgary to Winnipeg in the upcoming months. Itin# [redacted][redacted], Policy# [redacted]82.

I made a reservation at the Coast hotel in Lethbridge for Tuesday, September 3, [redacted], for a medical appointment. I usually receive a receipt from them upon booking, but this time I need one for insurance purposes. I have tried reaching out via email but have not received a response. Could you please provide me with a receipt for the transaction? Thank you for your assistance. I am in need of a receipt for my recent stay. I have already sent 14 emails regarding this matter. Have the issues been addressed? My only request is to receive a receipt for the charges made to my credit card. I appreciate your prompt attention to this matter.

My name is Louise G. My itinerary number is [redacted][redacted]. I had a reservation at L'Auberge La Rocaille in Shawinigan from Sept 6 to Sept 8. I canceled my booking on August 24 and 26. I have spoken to the hotel regarding the cancellation. Despite sending multiple emails, about 6 in total, the reservation was not canceled, and I was charged on my Visa which made me upset. The amount charged was over $[redacted]. Please promptly refund this amount back to my account. I have all the email correspondence saved. Kindly confirm once the refund has been processed. If you expect me to consider using your services again and recommend them, please take appropriate action. Thank you.