Complaint Review: Expedia.com

I personally have used Expedia.com for numerous vacations, trips, etc. I have booked airline tickets, hotels, and car rentals without ever a problem. In addition to the great experiences, I have also felt that each time I have received a great deal.

An incident, in the defense of the customer service reps of Expedia, is this..

On one occasion, I was toying with a few different dates and times of flights. I thought I had what I wanted and purchased the tickets - accepting the no changes/no refunds/you better make sure this is correct disclosures. Well, stupid me, as I usually do, just kept clicking "ok - ok" assuming that I had what I wanted and didn't need to re-read all the mumbo jumbo. To my surprise, after I clicked the final "ok" and the final screen appeared - I realized that the ticket times I had purchased were for a PM flight when I actually wanted an AM flight. In a frenzied panic I called Expedia.com's toll free number and immediately got a service rep. I explained my error and without any pleading or tears from me, the wonderful gentleman advised me that since I called right away and the charges had not actually been sent to the airline, he could void that itinerary and I can immediately rebook the flight of my choice. I was so grateful for his understanding - even though they actually had full right to deny my cries because I fully accepted the terms and did not verify the info as I was told to do.

All in all I give Expedia.com an "A". I am sure they are not perfect and that some if not all the negative posting and experiences are true - but I would suggest that you give them a shot. Hopefully, you will have the same professionalism, understanding, and great values I have received.

I currently work for Expedia.com in a well educated capacity. I work very closely with Expedia consumer complaints on a daily basis as well as with outside agencies.

I don't normally post my personal comments on websites like these; however, I feel very strongly that Expedia is a very respectable and reputable company and wanted to voice my opinion.

Expedia, as with every other business in the world, runs into situations where consumers are unhappy with a product or a service. There is not a company anywhere in the world that can honestly claim that every customer that purchases a product or service is going to be satisfied. When using the Internet to purchase travel, a customer is taking on the responsibility of acting as their own travel agent and run the risk of making errors. A large majority of customer complaints are the result of the consumer's error in inputting information online. Don't get me wrong, Expedia makes mistakes just like any other company. Agents sometimes quote policies incorrectly and there are the occasional glitches in the online system which can result in problems with the customer's reservation.

The key to being a successful company is in the way that the complaint is handled. I myself have been witness to many complaints that were handled professionally and the customer felt satisfied and continued using Expedia.com to plan their future travel arrangements. Expedia.com's policies are all geared to customer retention and keeping our position as the #1 online travel company. We would not be the #1 online agency if our policies were anti-consumer.

My main point is this: Don't let a few bad apples spoil the bunch. Every company has dissatisfied customers. If you quit using every company that had complaints lodged against them, you would end up sitting at home with all of your income and nothing to spend it on!

I currently work for Expedia.com in a well educated capacity. I work very closely with Expedia consumer complaints on a daily basis as well as with outside agencies.

I don't normally post my personal comments on websites like these; however, I feel very strongly that Expedia is a very respectable and reputable company and wanted to voice my opinion.

Expedia, as with every other business in the world, runs into situations where consumers are unhappy with a product or a service. There is not a company anywhere in the world that can honestly claim that every customer that purchases a product or service is going to be satisfied. When using the Internet to purchase travel, a customer is taking on the responsibility of acting as their own travel agent and run the risk of making errors. A large majority of customer complaints are the result of the consumer's error in inputting information online. Don't get me wrong, Expedia makes mistakes just like any other company. Agents sometimes quote policies incorrectly and there are the occasional glitches in the online system which can result in problems with the customer's reservation.

The key to being a successful company is in the way that the complaint is handled. I myself have been witness to many complaints that were handled professionally and the customer felt satisfied and continued using Expedia.com to plan their future travel arrangements. Expedia.com's policies are all geared to customer retention and keeping our position as the #1 online travel company. We would not be the #1 online agency if our policies were anti-consumer.

My main point is this: Don't let a few bad apples spoil the bunch. Every company has dissatisfied customers. If you quit using every company that had complaints lodged against them, you would end up sitting at home with all of your income and nothing to spend it on!

You obviously no longer work there and haven't in a long time. There is a call center in Manila and has been for at least 6 months. As for user error. 5000 complaints can't be wrong and they all cannot be user error.

I used to work for TRX Fulfilment Services that do all od the customer service and ticketing for Expedia.com.

After reading the compaint about the incorect return date. I'm sure that it was user error while purchasing the tickets. Expedia.com does not mess up tickets because they are bored, tickets are messed up because the puchaser is not paying attention to what they are doing.

ps. There are no CS in the Phillipines for Expedia.com.

I used to work for expedia. They are constantly getting in trouble for standing their customers. They sell too many tickets to customers then refuse to help them. I have even heard supposed lead operators cussing at and even yelling customers.

When you call the 800 number, you just a likely to get a customer service rep in Manila the Philipines than a us rep. These reps tell customers they are in St Louis, but they are in manila and have access to your Credit card and address information. My advice, don't use them.

Your problem is due to the fact that you purchased your tickets thru a CONSOLIDATOR. These agencies BUY blocks of UNUSED seats for pennies on the dollar and then RESELL them to consumers.

What they tell you in the fine print is that EVERYTHING IS FINAL AND ALL CHANGES ARE SUBJECT TO FARE DIFFERENCES & SERVICE FEES. I have worked for a MAJOR AIRLINE for several years and the way these tickets are sold is not to you, but to the consolidator with lots of RESTRICTIONS.

Unfortunately for you when the Airline sells these seats, their contract is with the CONSOLIDATOR and most times they are unable to help you as YOU HAVENT PURCHASED ANYTHING FROM THEM. The Consolidator BOUGHT the ticket with all the restrictions and the RESOLD it to you. Your problem is with EXPEDIA or whoever sold you the ticket.

Everyone needs to realize that just because it has the AIRLINES name on it doesnt mean they can help you. They SOLD THE TICKET to the agency you purchased it from with the FULL UNDERSTANDING of the restrictions on it.

Just because EXPEDIA or PRICELINE or whoever didnt convey that information to you the consumer isnt the Airlines Fault. I have had to tell MANY PASSENGERS "Sorry, but you arent going due to the fact you are on a HIGHLY RESTRICTED ticket".

Just remember the old ADAGE, YOU GET WHAT YOU PAY FOR. If you dont want any problems, buy your TICKETS DIRECT from the Airlines Web Site. This way your contract is DIRECTLY with the AIRLINE and no one else.