Complaint Review: Expedia -

I had ordered airline tickets thru Expedia at the end of March 2020.  Got a really good price for my mother to fly out to Utah.  The prices had dropped because of this Covid-19.  I received and email from Expedia stating that her flight had a conflict and we needed to contact the airlines.  So, I spent 3 days trying to get ahold of the airline.  Over 25 hours of hold time mainly on the phone and some time with the chat feature.  The airline helped us out and rerouted her flights for the same days. 

The airline was extremely helpful when I was able to get ahold of someone.  Now the bad part.  Received another email from Expedia (June 6th 2020 twenty day before flight) stating the airline canceled the flight and they were refunding our money.  Well as mentioned above the airline did not cancel, they had changed her itinerary.  I contacted the airline again with more hold time.  They told me that Expedia had requested a refund for the flight. 

They said that they have no choice but to refund the money to Expedia.  So, I got back on the phone contacting Expedia.  First attempt on hold for 50 minutes and then they disconnected. Appeared the representative didn’t know how to properly connect the call.  Got back on the phone to wait on hold.  I also went online using the Expedia chat.  While on hold on the phone a chat agent connected (after 2 hours waiting for her) and she starting working the issue after about 30 minutes typing, she must have felt like she could not handle the Error by Expedia so she disconnected the session without any notification. 

I stayed on the there waiting for her to get back and 1.5 hours later it asked me if I wanted to start over.  So finally, after 3.5 hours on phone hold, I was connected with an agent.  He realized about 20 minutes into the call, I needed to get to a supervisor.  He said he would connect me but the wait was long.  Supervisor finally connected and was being very helpful.  She said that Expedia had wrongly requested the refund, because a passenger did not request it.  She stated she needed to contact corporate office to get approval to get a new itinerary/Flights.  This because it was going to cost Expedia in excess of $600 above the original cost out of their pocket to correct their error.

 She requested my phone number twice just in case we were disconnect, because she knew I had been on hold for so long.  She stated she would call me back if that happened.  Well after 30 minutes she got back on the line and said she was still waiting for an answer.  Put me back on hold.  Now it was getting to be after 5pm Mountain time and low and behold disconnected.  I was on the phone over 5 hours.  I waited for a call, never happened.  I hoped that I would get a call back Sunday morning.  Nothing.  Now I was getting concerned, do I go on and get a ticket.  There were only 2 left for the days needed.  Got on Expedia chat at 7am waited just 20 minutes. 

Chatted with agent and he said that there were notes from the corporate office saying that since the monies was refunded there was nothing that could be done.  I request to be connected with a supervisor.  He asked for my number and called me.  He stated that the supervisor would not be able to do anything different.  Hold again.  Talked to a so-called corporate manager.  She said again that since the refund was initiated that nothing could be done.  She was apologetic and wished there was something she could do.  Now over 25 hours on phone with airline and over 6.5 hours on phone with Expedia.  Had to make new reservations and cost us an additional $600 to get a flight. 

Expedia never offered and compensation, credit, or any apology.  I will not use Expedia again to book my travels.  I’m veteran and my mother a spouse of a veteran and to be treated so poorly for a mistake made by Expedia.