SORRY I KNOW ITS A LONG READ.............So I have always been a "book myself online" guru. Proudly booking 20 to 30 trips at least down south online for ourselves and others for friends without issue. I would frequently encourage clients to do the same. NEVER AGAIN. I have booked with Expedia many times without issue. Well this last time was it. I booked a flight in May to go to Oklahoma to visit our best friends. Air Canada had a 2 day seat sale on and I wanted to get some airmiles so I booked through Expedia. AC changed our itinerary 4 times which was bad enough but each time I had to speak to Expedia which usually involved being put on hold ........not usually less than an hour for something that should take 20mins max. I then found out that if an airline changes your time within "x" amount of a time difference that you are entitled to some options. I spoke to AC that could not do anything because our ticketing agent was Expedia but they told me that Expedia should take care of it although it was obvious through the AC rep that they had nothing good to say about Expedia. So I called Expedia and they said "I agreed to the changes" so no I didn't have any options. My response " Agreed to the changes? I didn't have a choice! You told my my original flight was cancelled so this is your only choice, so you should be able to do something for me" Their response...yes they could do something for me for an extra fee. I was so fed up I just left it. So 2 nights before we we left I thought F*&k it I'm gonna have a couple glasses of wine and tackle this again. Sooooo 3 HOURS later and several "holds" and arguments the guy comes on and says "ok what flights would you like?". I picked my itinerary and thought I was good to go. WRONG! I went to check in the next day online only to find out I couldn't for the last leg of our trip. So I called AC who suggested to call United (their partner) NEITHER airline had any record of us on that last flight even though I had the itinerary and confirmation codes. They suggested I call Expedia, I begged with the AC and she felt sorry for me after everything (thankfully) and went ahead and rebooked us directly on the last flight we were supposed to be on. The total time on this call? 3 HOURS between everything. So we flew down to OKlahoma no issue. Time to come back home go to do the online check in again. Guess WHAT! WE WEREN'T ON THE FLIGHT LEAVING OKLAHOMA! Big surprise. On the phone again!!!!!! AC & United neither had any record of us on that plane and suggested I call Expedia. ARRRGGGG!!!!!. First time I asked to speak to a supervisor on hold for 45mins. Hung up and called back on hold for 35mins then argued until I was blue in the face with a guy who insisted we were on that plane could see it on our itinerary. I argued that was what I saw too but the airlines said otherwise. He assured me we were on that flight. After 3 HOURS on the phone I couldn't take it anymore and hung up. NExt day our friends drop us off at the airport and we head to the United counter.....SURPRISE! We are NOT ON THE FLIGHT! After showing them our itinerary and telling them our story they said. Never book with Expedia. They did a lot of scrambling between the 2 agents. It was a 3 seater plane and GOD BLESS UNITED STAFF. They got us on. It had to be the last 2 seats cause the plane was full. So lesson learned I will never book through Expedia again. Most travel agents will match anything you find online. So DO IT! And have the reassurance that a person with your best interest in mind will take care of you. I'm sorry, I have better things to do when I'm planning my vacation and while I'm on vacation than spend useless hours on the phone with frustration and people from Expedia who don't give a shit about you other than that you are a number and a percentage for their commission. Oh and by the way Expedia's head office is in Cancun, we drive by it everytime we go to and from TTR
That sucks big time nothing like getting to the airport and finding there's been a huge disconnect between the airline and the agency you booked through
Sounds bad ,( sorry) but do you honestly think , others would be better ?? Sounds like there was a computer glich somewhere. Did they offer any compensation when you got back ?
We've used Expedia for many trips and never had a problem. If we stopped using a service or company every time one person had an issue with it we'd be living off grid in a shack in the mountains.
Sorry for the issue you're having. I've used Expedia many times and fortunately, never had a problem with them.
Suggestion... I have had great success using social media to make a complaint. Go on Expedia's Facebook page and make a public comment about your dissatisfaction and see what happens.
It is more than a glitch to me. Expedia had info on my file of everything that happened and yet again at the very last time before coming home the agent argued with me extensively even after I told him both airlines had no record of us. At the very least there should have been some empathy after knowing what our history was and explore my concern? He did neither and no, there was no compensation. I will book directly with the airlines or a local travel agent in the future.
Sorry to hear about your experience. That must have been horrible and good on you to see everything through! I have to say that I'm a little nervous about our upcoming trip after reading your post.
