Is Expedia the worst online travel agency to deal with?

[Old Dynamite]

Shouting is like using indiscriminate CAPITAL LETTERS. It gets their back up! But both work!

 

[Cool Cat Phil]

Some airlines use them as their booking portal

Indeed!

Many bookings I've made on the Qantas Hotels website, when it comes to checking in at the hotel, I'm greeted with " so you booked with Expedia".

 

[MEL_Traveller]

I would never book a QF FF reward ticket except through the QF call centre even if it costs me $50.

While that's a great idea to check availability via the call centre... once they've found the flights you simply write them down and book them yourself on line and save the assistance fee!

Alternatively, if it is availability only they can see, you're either getting a good deal for your $50, or should be asking nicely if they can waive the fee

 

[ozbeachbabe]

While that's a great idea to check availability via the call centre... once they've found the flights you simply write them down and book them yourself on line and save the assistance fee!

Alternatively, if it is availability only they can see, you're either getting a good deal for your $50, or should be asking nicely if they can waive the fee

Assuming you can get the website to price the flights for the same amount as the call centre.

If the CSR in res can't get the website to price the same fare that they get uisng their GDS you could always ask them to waive the phone assistance fee.

 

[robd]

I have minimal knowledge of how airlines/hotels release their fares to 3rd party booking sites and fortunately, I have never had a problem arise which has required me to contact them to arrange alternate plans. I do admit though, having been on this site for a few years now, that I am very aware that issues seem not to be easily resolved, particularly if the booking was made via an o/s site and I have always taken this risk into consideration when booking.

My most recent 3rd party booking was last year, where the HA site would not let me book a flight stating a problem with MCT, but the MCT was valid and I was able to book it online with Expedia and Orbitz at a saving of ~$230.

As long as there aren't any problems, you win.

 

[Cambodia7]

I'd have to wholeheartedly agree with the OP. Expedia is the worst online travel agency based on my recent experience from Wednesday 2 days ago.

I booked a multi part QF flight through Kayak for my Son, which took me to Expedia USA for the booking. But then the plans changed. I thought i could just 'click' on the booking email link to cancel. Boy was I wrong.

I rang Expedia on 133810 (call centre in India?) and quoted the itinerary number but they said the booking was with Expedia USA, a 'totally different company'. They said I would have to call Expedia USA but the +1 1800 something number they quoted isn't able to be called from where I work so I called 133810 again and then they surprisingly put me through to Expedia USA anyway! After being on hold for 33 minutes the TA there said that QF policy prevented them from giving me credit for the flight and that if I cancelled, QF would charge me $68 as a change fee. I suspected this was BS so I said I was going to ring QF to confirm. I rang QF and they confirmed this was utter nonsense and I would 'definitely' be given credit. QF rep said she couldn't cancel as I would have to do that with Expedia USA.

I rang Expedia Australia back and after several attempts found someone to put me through to Expedia USA (call centre in Philippines I think) who then proceeded to put me on hold for another 30 minutes before I got busy with work and had to hang up. The reason for being on hold, I was told, was that cancellations are done by the office in Delhi, not by Expedia USA and they were just a bit busy. I tried again later, same process, but this time got an automated message saying I would get QF credit and if all I wanted to do was cancel then I could 'hang up now'. So I did.

The booking reference still shows up today on the QF web site, so I'm not sure if it's really cancelled or not. I have no idea what else to do. I wasted 4 hours, mostly on hold while trying to do other work.

I will never book with Expedia again, or any of the companies associated with them.

 

[ozbeachbabe]

I tried again later, same process, but this time got an automated message saying I would get QF credit and if all I wanted to do was cancel then I could 'hang up now'. So I did.

The booking reference still shows up today on the QF web site, so I'm not sure if it's really cancelled or not. I have no idea what else to do. I wasted 4 hours, mostly on hold while trying to do other work.

I will never book with Expedia again, or any of the companies associated with them.

I don't know how hanging up the phone will sonehow generate a credit with Expedia.

It sounds like you've still got a confirmed booking and if you are still booked and confirmed on a flight and sybsequently no show that could have further implications as most econony tickets need 24 hours notice to put into credit or refund to avoid forfeiting the ticket.

Any refunds/credits need to go back through the travel agent as they are the ones who are holding your money.

What does the charge on your credit card say - Kayak or Expedia?

I would try tweeting or sending a pm via Facebook to which ever TA it is & tell them you want a phone number and name of the person to speak to and what country they're in.

 

[MEL_Traveller]

I don't know how hanging up the phone will sonehow generate a credit with Expedia.

It sounds like you've still got a confirmed booking and if you are still booked and confirmed on a flight and sybsequently no show that could have further implications as most econony tickets need 24 hours notice to put into credit or refund to avoid forfeiting the ticket.

Any refunds/credits need to go back through the travel agent as they are the ones who are holding your money.

What does the charge on your credit card say - Kayak or Expedia?

I would try tweeting or sending a pm via Facebook to which ever TA it is & tell them you want a phone number and name of the person to speak to and what country they're in.

I would follow it up with Qantas to see if the booking has been cancelled or not. that being said, it's not uncommon for cancelled bookings to stay in a profile as a historical record.

 

[tm.smile]

I booked a multi part QF flight through Kayak for my Son, which took me to Expedia USA for the booking. But then the plans changed. I thought i could just 'click' on the booking email link to cancel. Boy was I wrong.

Is the ticket even fully refundable?

 

[Cambodia7]

This is the line from the credit card statement

QANTAS AIR 75978704290 LOS ANGELES US USD 404.50

It doesn't say Expedia or Kayak, but Qantas!

 

[ozbeachbabe]

This is the line from the credit card statement

QANTAS AIR 75978704290 LOS ANGELES US USD 404.50

It doesn't say Expedia or Kayak, but Qantas!

That's not uncommom for Expedia to use the airline merchant number so the TA avoids the cc fees. Aussies who did Expedia Brazil bookings had charges from "Qantas Sao Paolo."

 

[whatmeworry]

I wonder which OTA is worse, Webjet or Expedia?

Interesting on Expedia's FB page.
https://www.facebook.com/expedia.com.au?brand_redir=64067037679

 

[Cynicor]

Use Skype to call Expedia US. 1800 numbers are free!

 

[Cambodia7]

Use Skype to call Expedia US. 1800 numbers are free!

I'll try that....one last time LOL. I really hate speaking with these call centres.

 

[dajop]

One thing I learnt (and others did as well) during the expedia.com.br bonanza was that you need to speak to the country where you bought the ticket from. Skype is your friend. At least you don't have to negotiate menus and agents speaking Portuguese!

As far as flight bookings go, Expedia effectively operates a portfolio of independent travel agents in different countries, that only share a brand and ownership of the parent, they are more or less independent travel agents, perhaps sharing back office functions. Which is not too different to my experience in the corporate market with a large global full service agent (that shall remain nameless but does share a three letter acronym with Cowra Airport).

 

[Cambodia7]

I'll try that....one last time LOL. I really hate speaking with these call centres.

Rang using Skype direct to USA and cancelled. Thank you Cynicor. Expedia took forever to "ring Qantas" to confirm the credit. "Emile from Cape Town" advised that the credit is only for 3 months, which is contrary to the advice on the terms and conditions of the ticket which says 12 months. But i can't be bothered arguing with these guys any longer.

-------------------------------------------------- THE FOLLOWING PROCESSES MUST BE APPLIED FOR ALL CHANGES. 1. THE FARE VALUE OF THE TICKET MAY BE USED TOWARDS PAYMENT OF A NEW TICKET OF EQUAL OR HIGHER FARE VALUE PROVIDED THE CONDITIONS OF THE NEW FARE ARE MET. 2. A CHARGE OF AUD80.00 PLUS AUD8.00 GST - WHERE APPLICABLE - MUST BE CHARGED PER PERSON PER TICKET. THE CHANGE FEE MUST BE SHOWN IN THE TAX CODE BOX AS 80.00/ UO8.00 AND IS COLLECTED VIA EMD-S USING RFIC CODE REIS. 3. THE VALUE OF THE TICKET MAY BE HELD IN CREDIT FOR FUTURE PAYMENT OF A NEW TICKET OF EQUAL OR HIGHER VALUE. ALL DOMESTIC TICKETS -PRIME OR REISSUED- ARE VALID FOR TRAVEL WITHIN 12 MONTHS FROM THE DATE OF ORIGINAL ISSUE. THE CHANGE FEE APPLIES WHEN THE TICKET IS REISSUED. ---

 

[MEL_Traveller]

Rang using Skype direct to USA and cancelled. Thank you Cynicor. Expedia took forever to "ring Qantas" to confirm the credit. "Emile from Cape Town" advised that the credit is only for 3 months, which is contrary to the advice on the terms and conditions of the ticket which says 12 months. But i can't be bothered arguing with these guys any longer.

-------------------------------------------------- THE FOLLOWING PROCESSES MUST BE APPLIED FOR ALL CHANGES. 1. THE FARE VALUE OF THE TICKET MAY BE USED TOWARDS PAYMENT OF A NEW TICKET OF EQUAL OR HIGHER FARE VALUE PROVIDED THE CONDITIONS OF THE NEW FARE ARE MET. 2. A CHARGE OF AUD80.00 PLUS AUD8.00 GST - WHERE APPLICABLE - MUST BE CHARGED PER PERSON PER TICKET. THE CHANGE FEE MUST BE SHOWN IN THE TAX CODE BOX AS 80.00/ UO8.00 AND IS COLLECTED VIA EMD-S USING RFIC CODE REIS. 3. THE VALUE OF THE TICKET MAY BE HELD IN CREDIT FOR FUTURE PAYMENT OF A NEW TICKET OF EQUAL OR HIGHER VALUE. ALL DOMESTIC TICKETS -PRIME OR REISSUED- ARE VALID FOR TRAVEL WITHIN 12 MONTHS FROM THE DATE OF ORIGINAL ISSUE. THE CHANGE FEE APPLIES WHEN THE TICKET IS REISSUED. ---

Once you have the credit you can follow it up directly with Qantas - ask them why it's only valid for three months. Is the credit somehow tied to Expedia? If not, it should be within the domain of QF to rectify any timing issues.

 

[Cambodia7]

Thanks, I'll do that. Sorry to hijack the thread!

 

[Ambo]

Just a query but no one has mentioned that some airlines offer a price match, has anyone tried this and had any success? I would post the link to the QANTAS price match guarantee but I'm still <10 posts on this forum.

 

[MEL_Traveller]

Just a query but no one has mentioned that some airlines offer a price match, has anyone tried this and had any success? I would post the link to the QANTAS price match guarantee but I'm still <10 posts on this forum.

That's a good point! I forgot all about the price match when I was discussing the benefits of STA earlier.

I've used it with jetstar and it was fantastic. Two sets of friends tried to use it with Qantas and both times they were unsuccessful. First time because Qantas said 'fees and charges' can't be taken into account (namely the $30 credit card fee), and the second time Qantas was fixing the booking (there was some problem) and then denied the price match because 'it's now outside 24 hours'.

Speaking of price matches... while expedia is not the worst (I think that belongs to IHG)... I had a lot of trouble dealing with Expedia a few years ago when they refused to honour '$50 off' coupons which were in my account because of a couple of 'lowest price guarantee' claims. They kept making up the rules like 'oh, you have to spend $350 or more before you can apply the coupon', or 'oh, you have to stay more than two nights'. None of these conditions were in the terms and conditions of the coupons when issued.