• Report: #189724

Complaint Review: Expedia

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  • Submitted: Tue, May 02, 2006
  • Updated: Fri, October 13, 2006

  • Reported By:rochester Minnesota
Expedia
expedia.com Internet U.S.A.

Expedia.com "If it's not in writing, if it's not in our computer, then the customer is always wrong (or lying to us)." Internet

*Consumer Suggestion: Try refusing credit card charge

*Author of original report: Just so we're clear Chip...

*Author of original report: I response to last rebuttal...

*Consumer Suggestion: C'mon, Laura...

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Expedia:

"If it's not in writing, if it's not in our computer, then the customer is always wrong (or lying to us)."

I first called an Expedia agent when I accidently entered the wrong departure date (it was either prefilled based on a previous vacation search, confused with a duplicate account or I just plain entered it wrong) and stupidly booked it online before I realized what I had done. I called 1-800-expedia and spoke with an agent within two minutes of booking the wrong date. The agent told me that trip would be voided; I would not be charged, and I could rebook my trip immediately. Just in case, I called my credit card company to ask their advice, and thank goodness they they recommended I wait to rebook. I called Expedia back to find out how long to wait, and they said my card wouldn't be charged and I would see the void in 7 days...

Within three days (1 business day since I booked on Saturday), it was clear to me that the agent I had spoken with had never voided my trip because it has already posted to my Visa. And, well, according to Shaun #U9 (supervisor in Expedia customer service), as far as he cared, since Expedia's computer had no record of my conversation with their agent the night before, then of course, that conversation never happened. I was faced with penalty fees--$109 per airline ticket $25 more for the hotel ($20 more from the airline for using Expedia and not calling thme in the first place)...and yada yada yada, Shaun #U9 sounded more than happy to tell me how much money Expedia was going to charge me for MY mistake.


p.s. I called Expedia today to ask if maybe they had troubles with duplicate files causing booking problems (since I was told by an agent that Expedia had 2 files/accounts under my name), and the agent said, "No, duplicate files don't cause problems because the customer chooses whether or not to confirm their itinerary. If you choose to confirm the itinerary, then it is your fault if it is wrong..." And what I didn't wait to hear was what I already had the pleasure of experiencing firsthand:

"Expedia and Expedia agents never make mistakes, if something goes wrong when you do business with Expedia, well it's your fault. Oh, and if this conversation is not in writing, then it never happened!"

Laura
rochester, Minnesota
U.S.A.

This report was posted on Ripoff Report on 05/02/2006 10:29 PM and is a permanent record located here: http://www.ripoffreport.com/r/Expedia/internet/Expediacom-If-its-not-in-writing-if-its-not-in-our-computer-then-the-customer-is-alw-189724. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Consumer Suggestion

Try refusing credit card charge

AUTHOR: Leonard - (U.S.A.)

Have you considered advising the credit card company that the charge was not authorized? I have gotten great assistance from credit card companies with similar instances where merchants did not honor their agreements, especially if I have dates, times, and names to document.
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#2 Author of original report

Just so we're clear Chip...

AUTHOR: Laura - (U.S.A.)

Maybe I didn't stress this enough:

Expedia made a mistake when an agent of Expedia told me she would VOID my transaction, but never did. That said, I called Expedia to express my dismay (to say the least) at being charged for this trip when I had been PROMISED it would be VOIDED. I expected someone to understand what I was going through, but instead, I was treated very rudely and all but accused of lying (telling me things like, if anyone promised to void your vacation, it would be in our computer ma'am, AND this isn't the first time someone like you changed her mind and tried to get out of paying, etc. etc).

I was treated horribly by Expedia. Their agent made a false promise to me that cost me alot of money, and they refused to even acknowledge a possible error on their part. Yes, I know it is the airline's policy that changes must be made within 24 hours-BUT-I reported my mistake within 1 minute to Expedia, and, even though they told me they would, they did nothing about it. Northwest Airlines, on the other hand, took over where Expedia left off and really saved this vacation for me (airline fees and all)!

Please, Chip, call 1-800-expedia the next time you have a problem with your Expedia vacation(make sure they already have your money, of course, or they just might treat you like a human being). Please, write back and tell me how things went for you!
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#3 Author of original report

I response to last rebuttal...

AUTHOR: Laura - (U.S.A.)

I think I understand what you're saying. I was neglegent in not checking and double checking my intinerary. I relied on a prefilled date, which might well have been on the website because I had searched so many times for best deal, but I did follow the Expedia rules. I called within 24 hours (acutally less than one minute after I booked the trip) to cancel the reservation and report my mistake. The agent told me she would void the transaction. I was so relieved that Expedia would do that for me--it was more than I had expected. I called to double check that a void was actually going to take place and was told by an agent that the void might not appear on my card for seven days, and I called my credit card company to find out what to expect since I had never had to void a large transaction like this before.

My complaint was perhaps not clear. I am disappointed because the company did not in any way honor what their representative told me over the phone. They pretended like it never happened. I would have been happy if Expedia had at least split the difference with me, but they refused to do anything.

I work in retail. I work for a company that believes in trying to find a win-win situation for both the customers and the corporation. Really, is it too much to ask that people do what they say they are going to do? Or at least try to meet in the middle when it appears that a mistake has been made by both parties?

Furthermore, I feel like Expedia was not honest with me when their agent said the transaction would be voided and did nothing. I feel there was some kind of mistake made on Expedia's part. I also strongly believe the fact that they had two accounts under my name might be partly responsible for the void not showing up on the account where I booked the trip. In fact, when I later called to cancel this now infamous trip, the agent pulled up the wrong account and said my trip hadn't even been booked yet (this was a duplicate file with the CORRECT dates and travel times)...

Tell me plaes, do you at all understand how an honest consumer would be frustrated by this situation?
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#4 Consumer Suggestion

C'mon, Laura...

AUTHOR: Chip - (U.S.A.)

I don't mean to sound mean, but a lot of posts on this site really come down to personal responsibility.

I frequesntly use Expedia. You have ample opportunities to confirm and re-confirm your itinerary BEFORE you book. You should have caught your mistake, and the fact you didn't isn't Expedia's fault.

That said, people do make mistakes, but you need to know that the fees imposed for mistakes customers make are charged by the airlines and the hotels, NOT Expedia.

You should've caught your mistake prior to hitting the "book now" button. The fact that you didn't isn't anyone else's fault but your own, and I fail to see how you are bieing ripped off by Expedia.

BTW, I DO NOT work, and have never worked, for Expedia.
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