Expedia Customer Service Issues

I made a reservation at Host Inn All Suites in Wilkes-Barre, Pennsylvania for June 15, [redacted], through Expedia with itinerary number [redacted][redacted]. However, upon arrival, I found the hotel to be occupied by undesirable individuals and unclean with trash in the parking lot and lobby. The front desk experience was unpleasant, and I did not feel safe staying there. Despite the description mentioning enhanced cleaning and social distancing measures, these were not evident during my visit. I used a voucher and credit card for the booking and now request a refund of my credit card payment and restoration of the voucher. I had to find alternative accommodation due to the unacceptable conditions and long wait times for assistance. This experience has left me disappointed, and I seek assurance from Expedia before making future reservations. I await a prompt response regarding my refund request. - P.V.

I am experiencing difficulty obtaining details about my refund for two airline tickets purchased in December. Despite canceling the tickets within 24 hours, as promised, there has been no refund yet. I have reached out to Expedia multiple times, with a response on May 17, [redacted], stating they need to request the refund from the airline, taking possibly a month. Unfortunately, no progress has been made, and Expedia is unable to locate my Itinerary number. Any assistance would be greatly appreciated. Jay Kim.

On Friday, June 18th, while staying in Boise, Idaho, I attempted to book a room on Expedia.com for the following night (June 19th) in Victor, Idaho. I mistakenly reserved a room at the Best Western Palmyra Inn in Palmyra, New York, instead of Victor, Idaho. This was clearly an oversight on my part, but I was surprised to see New York hotels displayed when I was searching for Idaho accommodations. I have evidence of my stays in Boise on June 18th and Riverton, Wyoming on June 19th. I kindly request a refund of $[redacted].92 charged to my MasterCard ending in [redacted]. Thank you.

I would like to request that Expedia review the promotion of the "Motel-Hotel" Americas Best Value Inn Oakland Lake Merritt located at [redacted] East 12th Street, Oakland, CA, [redacted] United States of America. My stay was extremely disappointing. The room had dirty surfaces including heavily stained carpets, broken AC, and black mold in the shower. The bedding had various stains, gum, and hairs. The surrounding area is known for criminal activity and homeless camps, although the staff was kind. However, this doesn't negate the issues. Despite being marketed as ADA-friendly, there was no handicap accessibility. Expedia should reconsider promoting this property due to its deceptive practices. I have photos as evidence. Travelers from out of state may be unaware of the true conditions. Safety should be a priority, especially considering the high crime rates in the SF/OAK/ALAMEDA areas.

I purchased a ticket from Expedia in [redacted], intending to travel on October 9, [redacted], which I had to cancel due to COVID-19 restrictions preventing me from leaving the island where I reside. Despite canceling my flight on October 7, [redacted], and requesting a voucher, I have yet to receive it. I have been in contact with the airline office in Tacloben and have sent numerous emails since last October, supplying the requested itinerary copy. When I visited Tacloben on June 18, [redacted], I was advised to contact the Philippines Airlines office in Manila, which I did, but have experienced difficulty reaching them. I seek Expedia's assistance in resolving this matter, as the airline has not been responsive via phone or email. My reference numbers are Ref # MSPOXV or ETKT [redacted][redacted]. I hope to rebook my flight using the voucher once received.

A few days ago I booked a flight to Ohio for myself and my three-year-old daughter. Unfortunately, I mistakenly used my last name as her last name. Customer support mentioned it's not possible to change her last name without canceling the flight. Due to her being a minor, both tickets had to be canceled. I was informed a refund would take 1-3 days but it hasn't been processed yet. Rather than a refund, I want to rebook the flight for July 15, [redacted], as I only need to correct her name. The site indicates it will take 12 weeks for the refund. I'm hoping for an immediate credit to rebook as my debit card doesn't have more funds, and banks are currently closed. The initial ticket price was $[redacted] per person, and now it's $[redacted]; I'd like to rebook before prices rise further. I appreciate your prompt assistance.

Dear Elliott Koreman, We are delighted to welcome you for a total of 5 nights from Friday, June 11, [redacted], to Wednesday, June 16, [redacted]. Please note that check-in is available from 4:00 PM to 12:00 AM. The total price for your stay amounts to USD [redacted].25. For added safety, we encourage the use of contactless check-in for your convenience. Kindly reach out to Hampton Inn & Suites Rockland prior to your arrival for further instructions and access to your room key via your phone. Please be aware that certain hotels might still require guests to visit the front desk before going to their rooms due to changing COVID-related regulations. As per CDC guidelines, face coverings are mandatory in all indoor public areas of our U.S. hotels for both guests and Team Members. Moreover, we advise using face coverings at our hotels worldwide. We thank you for your cooperation and eagerly anticipate your stay. Warm regards, Hampton Inn & Suites Rockland WE CANCELLED THIS RESERVATION

I visited the Expedita website to book travel from LAX to Cabo San Lucas in August. After finding a suitable flight, I entered my information for payment, but the system indicated that my credit card details were incorrect. I attempted to make the payment twice with the same results. Surprisingly, when I contacted American Express, I was informed that I had been charged three times for the flight, insurance, and fees, even though I only received a charge for the return flight by Delta, not the outgoing flight by Spirit from LAX. Expedia provided me with an itinerary number, but when I tried contacting customer service, none of the numbers worked, and the system wouldn't let me speak to a representative as it claimed my itinerary number was incorrect. Upon checking my online status, I couldn't find my itinerary number or any upcoming flights, but Delta had indeed charged me $[redacted].00 for each of the three flights. Delta couldn't assist as the booking was made through Expedia, but I couldn't reach anyone at Expedia for help.

I made a reservation for the Hyatt in Chandler to meet my stepdaughter after not seeing her for seven years. However, I accidentally booked at the wrong hotel through Expedia. When trying to switch to the correct one, I ended up with two bookings and payments on my card for the same hotel for two nights. Despite initiating a dispute weeks ago, I haven't been able to reach anyone for help and resolve this issue. It's frustrating to have double the charges when I couldn't even afford it in the first place. I hope to speak with a real person soon to sort out the double booking problem with the Hyatt.

I recently had a reservation at Hyatt Regency Orlando on 6/28 through Expedia. When attempting to check in, I realized I had booked the wrong Hyatt Regency property by mistake and needed to switch to Hyatt Regency Orlando International Airport. Despite both Hyatt locations being willing to accommodate the change, as it involved the same hotel chain, Expedia was required to make the adjustment. After contacting Expedia customer support and facing a 3-hour wait, I was informed that they couldn't make the change I requested. Frustrated with the lack of assistance, I ultimately had to book a new room at the correct location. Despite the unresolved issue and lack of communication from Expedia, I am hoping for a refund of my original booking or a satisfactory resolution. This experience has left me disappointed and considering not using the service in the future. Thank you, A. Connington

After facing endless dead-end virtual agent chats, long hours on hold, and a series of emails to Expedia, I am yet to find a solution to my issue. We had booked a trip to Denmark and Iceland shortly before the Covid-19 pandemic was declared. We received flight credits via an email from Expedia dated 7/28/20, mentioning that our flights were canceled due to Covid-19, and the credits were valid until 7/10/21. However, upon checking my Expedia account, I noticed that the credits appear expired in March [redacted], which conflicts with the stated date. As international travel still poses concerns and our son is not eligible for vaccination yet, we are unable to travel by the July [redacted] deadline. Additionally, we lack the time off work and finances to cover any required quarantine periods upon arrival in Iceland or Denmark. Icelandair has extended all Covid-related flight credits by three years for direct purchases. I am hopeful that Expedia can provide a similar fair extension, at least two years from the original travel date, as we aim to go in the summer of [redacted]. A full refund is also acceptable as we had travel insurance. I understand that this period has been challenging for Expedia, but losing over $2,[redacted] is not an option after saving for years for this dream trip. I cannot settle for a response claiming there is nothing that can be done. I tried contacting Icelandair as advised by the virtual agent, but they were unable to assist since I booked through Expedia. Who should I reach out to for help? What should I communicate? Is pursuing legal action or filing a complaint with BBB worth it? Your assistance is greatly valued.

During our stay, the first room had a broken AC and a TV with a punch hole. When we were moved to another room, it was in poor condition with non-functional AC, food on the floor, various stains, missing light bulbs, wall holes, and graffiti on the bathroom door. We decided to leave due to these issues and heard sirens in the surrounding area. We've been trying to contact Expedia for a refund but have been facing difficulties reaching them for over a week. We have evidence in pictures of the hotel's unacceptable conditions. The hotel did not disclose that their pool was closed, which was a deciding factor for booking. Our stay was at the Days Inn in Fresno on June 19th under the name Wreath Opp and our itinerary number is [redacted]-[redacted].

I am Orisya Nyvchik, a customer of Expedia facing troubles with a flight issue. Despite reaching out to Expedia for help, we encountered unhelpful behavior and endless phone calls. We needed a simple letter change on our ticket for our honeymoon savings to go smoothly; however, the runaround between Expedia, Alaska Airlines, and Qatar Airways proved fruitless. Expedia promised a resolution within 6 hours, but after waiting, no progress was made, not even a call back from Jason, one of the agents. Eventually, a supervisor named Fernando offered unhelpful solutions like paying extra money or getting a partial refund. Despite efforts to resolve the issue before the departure day, no satisfactory outcome was achieved. The supervisor's lack of care and ineffective assistance only added to our stress. Requesting the call recordings as evidence of our frustrating experience, we hope for a resolution to this ongoing ordeal.

Hello, I need assistance with a flight cancellation related to American Airlines itinerary #[redacted][redacted] for 4 tickets worth $[redacted].52. My American Advantage number is OYC5A06. My husband was informed he could receive a credit for the same amount and use it for future flights without mentioning the need for rebooking 1st class tickets at a higher cost. We are seeking assistance to resolve this matter promptly and without escalation. The receipt indicates a potential refund option with a $[redacted] penalty, and we would like to explore that possibility to receive a refund of $[redacted].52. Thank you for your prompt attention to this matter. Best, DM

I have a reservation at the Crowne Plaza Darling Harbour in Sydney for July 3rd to July 4th, with Itinerary number [redacted][redacted]. Due to the Central Coast lockdown until July 9th, I need to reschedule my stay. Although the hotel is accommodating, I booked through a third party and was advised to contact them for changes. It has been challenging as I prefer to speak to a person rather than interact with automated systems. My email is [redacted] and my phone number is [redacted]. I am not looking to cancel but to reschedule to July 17th due to the uncontrollable covid situation. Thank you, Kylie J.

I had a frustrating experience with Expedia's Virtual Agent when trying to cancel my flight and activate Flight Protection. Despite my clear request, the Virtual Agent mistakenly guided me to cancel the Flight Protection. After realizing the mistake, I called customer service and waited for over two hours to speak with a representative who refused to rectify the situation. It is disappointing that Expedia does not have a system in place to address errors made by their Virtual Agent. Instead of taking responsibility, Expedia blamed the misunderstanding on the automated system and the customer's lack of computer skills. It is unjust that Expedia benefited from the elderly customer's error rather than making a simple correction.

My elderly mother mistakenly canceled her flight protection instead of her flight when guided by Expedia's "Virtual Assistant." She bought the protection foreseeing a need to cancel due to caring for my father, but the system led her astray. Despite waiting two hours for a human agent, the response was unsatisfactory. Expedia should improve their website to prevent such confusion in the future, especially for users in need of assistance when live agents are not accessible.

In November, I made a booking for a flight and car to Spokane, WA on Expedia. Due to a change in my son's college interview date, I needed to modify the reservation. When I tried to change the flight dates, I was informed of a fare difference, resulting in a credit with Expedia. Now, I am attempting to utilize this credit to book a car in Jacksonville, FL for late July. Despite my efforts to contact customer service via phone, "Live Agent" chat, and email to the corporate office, I have been unable to get assistance. Providing the old itinerary number over the phone has not helped me obtain information on the amount of my credit. I am seeking help to resolve this issue promptly.

I was in the process of purchasing two economy tickets via Expedia. I had filled in all the necessary information for myself and the other passenger, selected seats for all four flights including layovers, and proceeded to payment. Upon hitting submit, I encountered an error message instructing me to retry in a minute. Given that I recently opened a new bank account, I suspected the charge might have been flagged for verification. However, upon checking my bank app, I noticed the full amount had been deducted without a corresponding booked trip. Contacting customer service by phone proved challenging as I was unable to bypass the automated system without an itinerary number, which I did not have. Even after exploring other options, no bookings were found under my details. Resorting to messaging Expedia on Facebook, I detailed my issue and awaited a response. After several exchanges and insistence on providing an itinerary number, the representative informed me that no booking existed under my information and assured me of a refund. To expedite the process, I initiated a dispute with my bank, and the funds were promptly returned while the investigation continues with Expedia.

I have contacted Expedia multiple times, most recently on July 1, [redacted]. During my last call, I spoke with a representative named Princess. Unfortunately, she was unable to assist me and mentioned that a supervisor would reach out to me promptly, but I have not received any follow-up yet. The issue arose when I booked two hotel rooms in Athens, TN for June 19, [redacted], totaling $[redacted].74. I later realized that the reservation was mistakenly made for July 19. I called and interacted with an individual who identified as Julio. Despite explaining that I only needed to correct the date to June 19, not cancel the reservation, the process became complicated. Julio mentioned additional charges and insisted I had to pay for the rooms twice due to the change. Despite my concerns, the situation was not resolved as promised, and I ended up being charged twice for the rooms. I was anticipating a nominal change fee, not the hefty sum I observed on my credit card statement. I reached out to the hotel directly, and they confirmed they could waive the change fee. My itinerary number is #[redacted][redacted], and you can reach me at [redacted]. I have always had positive experiences with Expedia in the past and seek a prompt resolution. Thank you, Cynthia McWright.