Is Expedia the worst online travel agency to deal with?

[Sprucegoose]

If you need a decent TA pm me. Happy to assist

 

[csugowdz]

I had an awful experience with Expedia when American Airlines changed the time of a flight I had booked. It was an 89 minute change which meant I was not entitled to a refund! Very sneaky of AA and the new time just didn't work for me.
After hours on the phone with Expedia I got on to American Airlines here in Sydney who were remarkably helpful. It ended up costing another A$285 to rebook but the person at Expedia was trying to charge me that plus another $790 as he maintained the ticket was a special and I'd have to buy the new one at a different price. At his rates I would have been better just buying a new ticket. I was on the phone for hours and quite frankly Expedia did not seem to have a clue. Their price was good to start with but with all the hassle I went through I'd say never again Expedia.

 

[Tamerton]

You have to keep in mind to that a lot of these discount sites are based overseas. If they are Australian law has no jurisdiction and consumer affairs can't help you. I work for NSW Fair Trading and this is a common complaint.

 

[bullerdude]

I booked a return BUSINESS class flight from Brisbane (BNE) to FRANKFURT (FRA) on Etihad for the velocity points )

I paid and got confirmation.

About four days later I receive this email from Expedia https://www.dropbox.com/s/q01f68wpuaoocc6/Ask for change.JPG?dl=0 asking if I'll accept a K (economy) class flight for one segment, 6.5 hrs from Frankfurt to Abu Dhabi(AUH). Of course the answer is HELL NO!.(I note they don't have a "Don't Accept" button.

So I ring Expedia and they tell me I actually booked K class when I bought my ticket. I showed them that the confirmation says "D" class (I'm guessing Discount Business). I also send them the email asking me to accept the "K" class flight.

They tell me that it is Etihad's fault and that they have "dumped" me from "D" class to "K" class and that there is nothing I can do. I tell them to go and find out what is wrong with their system as I booked a Business Class flight the whole way and back (AUD$7750.00)

It takes them 3 days to get back to me about what they are going to do.

They ring me and tell me that I will have to pay AUD$1200.00 more if I want to do that leg in Business and that I better hurry up as there is only one seat left.

I tell them that I want to cancel the booking.

They tell me that there is a $200 cancellation fee as well as a $50 fee for talking to them.

I tell them they are dreaming as the Airline/Expedia didn't honour the Business Class booking I made with them and tried to palm off a Economy seat for one leg.

They tell me that they will get back to the Airline and ask.

I wait another three days... no call.

I ring expedia (they don't appear to have any way to contact them via email....)

By this time i'm completely frustrated so I try and Cancel via their phone service which mysteriously can't find my Itinerary number, so I eventually get to talk to a real person.

Go through the whole rigmarole again. Again I'm told that they will have to speak to the airline. I tell them I will hold.

They eventually (20 mins later) come back and say that thy won't budge and that they WILL be charging me a $200 cancellation fee.

I tell them I'll see them in court (which I fully intend to do).

They then tell me that they will cancel the flight and deduct the $200 fee.

They tell me that they will send a confirmation email for the cancelled flight.

24 hours later, no cancellation email so I ring them again.

They tell me the flight is cancelled and that I can expect my refund within 8 WEEKS!!!! WTF???

Let me tell you that I am normally a very mild-mannered person, but this company really takes the cake.

I will follow through with legal action (anyone want to donate some pro-bono time??)

They are nothing but scam merchants.

I subsequently booked the exact same flights (but returning straight to BNE rather than through MEL) for $8010 with a reputable local travel agent.

MORAL OF THE STORY, DON'T EVER DEAL WITH EXPEDIA.COM.AU (or EXPEDIA in general). IMHO THEY ARE SCUM.

Wow that is a shocker - I do hope you sorted it out!

This business practice is illegal under Australia consumer law, plain and simple.

 

[pugwombat]

I've booked a heap of hotels with Expedia, and a couple of flights. I've never had any problems (but then again they never changed any of my bookings). They are often cheaper than the other OTAs. I did have flights changed when I booked with BravoFly, but eventually they were able to change them back to something usable. Sometimes you win, sometimes not. BUT, if Expedia had dudded my like they did to the OP, I would be apoplectic with rage.

 

[jmillard]

This is why I (almost) exclusively go direct to the source for flights and hotels - I feel for you r0bs - it is not only the money, it is the time wasted

The one exception is that I use C-Trip to book internal flights in China - have done for years with no problems

 

[justin23]

I have a similar aversion to these online agents. I'm looking at some Y flights to SEAsia at xmas/NY time. Found a too cheap to be true flight through an OTA... Not sure whether I should just do it or not. Its a saving of $500 and looks to me that they haven't updated their pricing for the xmas/NY period. Or I can fly Malaysian airlines, which I think is probably safer than using a little know OTA.

 

[dajop]

For the last 6 months I've been booking flights and most accommodation through Expedia Singapore or one of several other Asian based Expedia sites. No issues with either flights or accommodation, and usually same as lowest prices elsewhere (and sometimes for hotels cheaper). But nothing complicated or that has involved changes. Has been hard to go past when a current CC promo means 6 krisflyer miles per dollar spent with them. Alas that promo ends next month and it will back to normal booking channels.

 

[farmboy]

A few years ago I bought business class tickets to London from Sydney with an online travel agent. Not Expedia. I was specifically told, "no confirmation necessary" and I had a paper ticket. Upon checking in I was told that the agent had not completed some procedure and there were no business class seats physically available. Despite a confirmed valid business class ticket in hand, which was not disputed by the airline. So we sat at the back of economy, where we would never sit anyway. It was horrible.

That was the last time I have ever used an online agent. They offered me $700 compensation, which was an insult.

The ONLY way to avoid the possibility is to book directly with the airlines, because then what you see on your screen is what is in the airline's own computer. I have yet to see an agent offer a cheaper fare than the airlines in any event.

I have travelled the world since then, South America, Africa, Europe, and the US, booking all tickets from home online with the airlines. Including a rather obscure flight from Iguassu Falls Brazil to Santiago Chile with Pluna Airlines. I have not had one problem or issue of any kind..

Its a mystery to me why so many people use agents?

 

[MEL_Traveller]

This is why I (almost) exclusively go direct to the source for flights and hotels - I feel for you r0bs - it is not only the money, it is the time wasted

I used to agree with you - until a friend needed an urgent trip to the USA last week (leaving within 5 days). Qantas/United/Virgin were all charging in the $1670-$1894 range. STA however... same flights (or in some cases a couple hours longer connecting via SYD) were $1320-$1350. A massive saving... (and there were fares for 'adults'... no restrictions).

Wow that is a shocker - I do hope you sorted it out!

This business practice is illegal under Australia consumer law, plain and simple.

Knowing you rights is important... but so is how to enforce them (before you get to having to call consumer affairs!)

It's often the case that call centre staff or customer care staff aren't across consumer legislation. And that's understandable... they aren't necessarily trained, or authorised, for example, to offer a full refund where one might be due.

A good starting point with emails to/from customer care (that don't come back in your favour) is to reply and ask 'can you please refer this to your legal department, as I feel this is covered by my consumer rights because [insert reason]'.

That will often get the complaint to the right person, or at least someone who has an understanding of the legal issues involved. I had a 10 year old dishwasher that broke down - of course way outside the warranty given by the company. Customer care, call centre... all responded there was nothing they could do. Referral to legal department and full cost of repairs and home visit covered!

 

[MEL_Traveller]

...

The ONLY way to avoid the possibility is to book directly with the airlines, because then what you see on your screen is what is in the airline's own computer. I have yet to see an agent offer a cheaper fare than the airlines in any event.

...

Its a mystery to me why so many people use agents?

Because agents can sometimes be cheaper on point-to-point fares (as I explained above with STA - absolutely amazing!), and at other times, they can combine carriers, or offer other routings, which a visit to an airline website can't.

In your case, had you gone to the airline website to select/confirm seats, you would have seen you were not in the cabin you thought you were. While you shouldn't have to (theoretically), it's always a good idea.

Even when an airline books something for you, there are no 100% guarantees, as many will confirm when it comes to booking award flights. It is rare... but not unheard of... for airlines to fail to push ticket numbers, and passenger have no seats on a flight... even if it shows confirmed.

 

[pugwombat]

Its a mystery to me why so many people use agents?

Well, I booked a Y class seat SYD - YYV for late January next year. Cost on the Air Canada web site $6891: cost from an OTA - $2925.84. If I hadn't gone with the cheaper fare, I would have been up the back of the plane.

 

[justin23]

The ONLY way to avoid the possibility is to book directly with the airlines, because then what you see on your screen is what is in the airline's own computer. I have yet to see an agent offer a cheaper fare than the airlines in any event.

I have travelled the world since then, South America, Africa, Europe, and the US, booking all tickets from home online with the airlines. Including a rather obscure flight from Iguassu Falls Brazil to Santiago Chile with Pluna Airlines. I have not had one problem or issue of any kind..

Its a mystery to me why so many people use agents?

Simple, On multi city flights the itinerary is often not possible on many search engines. My most recent trip had 11 flights and an agent got me those 11 flights to and from Morocco via a few places for $3k in Y. I couldn't get close to this because I couldn't book the same fare classes that combine flights from multiple airlines. They were all OW airlines, but it was surprisingly difficult to do online and direct with the airlines websites.

I'm also trying to book a return flight to Rangon. I can't get anything too cheap ex-CBR, yet ex-MEL or ex-SYD I save quite a lot. I'll ask a TA and see what they can do as often booking those connecting flights can be done much cheaper than I seem to be able to get them for.

I do book a lot directly online, but sometimes when it looks expensive, or I can see cheaper flight but can't combine them, I get a TA to take a look. To be honest, I'd never go to a TA without having done significant work myself.

 

[Renato1]

Basically, when I have had strange incidents and companies try to fob me off in the manner that you have, I either ring them (ask to speak to someone senior and ask for the full name of who I am talking to) or email them (requesting confirmation of receipt) or write to them with registered mail.

I advise them that my contract is with them and not with their subcontractor. I advise them that regardless of any fine print giving them an out (which would include an ability for them to charge me for their non-delivery of the service), that they are subject to Australian Consumer and Competition law which over rides their fine print, and that if they do not immediately fix the problem in a satisfactory manner, that I will be referring the issue to the ACCC.

One thing most big companies most definitely do not want is to be investigated by the ACCC. It has never gone further than that with me, the issue was always subsequently resolved. But if they do not play ball - ring up the ACCC and discuss the matter, and lodge a formail complaint.
Regards,
Renato

 

[MEL_Traveller]

Basically, when I have had strange incidents and companies try to fob me off in the manner that you have, I either ring them (ask to speak to someone senior and ask for the full name of who I am talking to) or email them (requesting confirmation of receipt) or write to them with registered mail.

I advise them that my contract is with them and not with their subcontractor. I advise them that regardless of any fine print giving them an out (which would include an ability for them to charge me for their non-delivery of the service), that they are subject to Australian Consumer and Competition law which over rides their fine print, and that if they do not immediately fix the problem in a satisfactory manner, that I will be referring the issue to the ACCC.

One thing most big companies most definitely do not want is to be investigated by the ACCC. It has never gone further than that with me, the issue was always subsequently resolved. But if they do not play ball - ring up the ACCC and discuss the matter, and lodge a formail complaint.
Regards,
Renato

Except if you get it wrong!

In some cases your contract is not with the party you paid, but directly with the service provider. Airline tickets are an example. If you book Qantas through Flight Centre, your contract for travel isn't with Flight Centre, it's with Qantas.

In plenty of cases the fine print is perfectly legal.

Local consumer affairs offices in each state offer free advice. While the ACCC may have its use, Consumer Affairs is a great starting place to help you understand if you actually have a case.

 

[Franky]

Dead right there, nearly made a booking until I thought this is too good to be true and read everything again, to find that the longest leg of the journey was economy when I was quoting on a business fare.

 

[razors_girl23]

You should take this to The Checkout. It's a show on the ABC run by the Chaser boys and it deals with exactly these types of issues.

 

[Renato1]

Except if you get it wrong!

In some cases your contract is not with the party you paid, but directly with the service provider. Airline tickets are an example. If you book Qantas through Flight Centre, your contract for travel isn't with Flight Centre, it's with Qantas.

In plenty of cases the fine print is perfectly legal.

Local consumer affairs offices in each state offer free advice. While the ACCC may have its use, Consumer Affairs is a great starting place to help you understand if you actually have a case.

If it was legal to go on-line, order a BMW, be delivered a Ford, and then be told you had to pay more for the BMW or pay more to exit the contract, and no one is responsible - well, that would be wild west stuff, they'd all be doing it, and the law would be a joke.

I get the impression the Consumer Affairs try to sort things out so that everybody is happy. I also get the impression that the ACCC like taking people to court and getting millions of dollars of fines out of them.

Go to the guy with the big stick.
Regards,
Renato

 

[MEL_Traveller]

Recreating the itinerary now on expedia (for a variety of dates) shows these fares as mixed class... with Economy (K) for the legs AUH-FRA and return... although the fare is lower than the that paid by the OP.

Given the OP paid about $1000 more than currently advertised, that might explain why business class is showing on the outbound AUH-FRA sector, but not the return.

It is also possible there was an error in the booking engine, or the way the it was displayed in expedia's system (although this seems to have been corrected now).

Hard to say what happened, was it an airline error or expedia error? What was the other information on the screen at the time of booking?

 

[lastrow]

On a trip to London not so long ago I chose a hotel in Earls Court from a list on the Expedia web site. I then tried to book this hotel through Expedia only to be told there were no vacancies in the date span I requested and they suggested a number of alternative places most of which were more expensive.
So I phoned the chosen hotel direct and I was told they had vacancies for the dates I wanted and they would gladly accept my booking. Very polite and most cooperative.
I have since found out that these agencies usually only have a block of rooms allocated to them and once they are booked then the 'sold out' sign goes up. However IMHO agencies like Expedia play the commission game when dealing with a 'valued' customer.
One comment on using on line flight booking, I find this ok for domestic flights as long as they are one leg. However for OS flights I always use the airline's call centre because these guys have all the information at their finger tips including often cheaper variations which the TA doesn't see on their screens. I would never book a QF FF reward ticket except through the QF call centre even if it costs me $50.