Terrible customer experience with Expedia

Expedia Customer Service Sucks!

I am a heavy user of Expedia. Actually, I used to book all my flights and hotels with them, for work or vacation. This made me a GOLD member. Unfortunately, I had a terrible experience with them, I called their customer service department and they have been unable to solve my problem. Here is the letter I sent them with my story, which has not been solved until this publication.

Dear Sirs:

Please scale this complaint to the highest manager or Corporate Office, otherwise I will have no other choice that to use social media to call your attention to my case, which you have not been able to solve.

My name is Mario Morales Rodriguez, Expedia GOLD Member. My registered e-mail is XXX and my phone is XXX

My case numbers are E12584955 and E12592750

I have decided to write in detail my complaint as a last resource since I have been trying to solve my problem over your customer service phone, without success and after many long calls explaining everything every time I call. I use Expedia to book all my flights and I am really disappointed that you have not been able to solve my problem.

My Problem

On January 22, I tried to book a travel from San Jose, Costa Rica (SJO) to Medellin, Colombia (MDE), leaving February 01 and returning February 03, with AVIANCA airlines.

Unfortunately, your website said that it was not possible to make the reservation. I thought it was a problem with the first credit card I used, so I decided to try again with a second credit card. Nevertheless, the system said again that it was not possible to book the flight.

To my surprise, Expedia charged the cost of the flight to each my credit cards: $852.89, but never confirmed the flight or itinerary.

I called my bank and they confirmed both charges under the following transaction numbers:

America Express, ending XXX7, valid thru 01/18, on the name of Mario Morales Rodriguez Transaction 577907

American Express, ending XXX3, valid thru 04/19, on the name of Mario Morales Rodriguez Transaction 565871

My Bank is Bac Credomatic, located in San Jose, Costa Rica, phone: +506 2295–9797 and fax: +506 2295–9142 (www.bac.net)

On January 24, I tried to book the flight again because I really needed to travel on these dates and this time the flight booking worked correctly.

The Itinerary confirmation I received was: # 1126144091522 with a cost of $852.89

When I call Expedia Customer Service to complaint about the two incorrect charges on my attempt on January 22, all your customer service representatives tell me the same:

a) They don’t see any transaction charged to my credit cards on January 22

b) They don’t see any additional itinerary numbers or flight reservations on my Expedia account, except the one I did on January 24.

c) They tell me the charges on January 22 were temporary charges for $3 and that they usually disappear after 72 hours

d) They tell me they can not help me because there is nothing on the system, and that I should call the bank.

Unfortunately, I call my bank and they confirm the charges from Expedia on January 22 and they say these are not temporary charges, these are actual transactions with the transactions numbers mentioned above. On my credit card statement the charges are clearly labeled as Expedia charges.

22/01/2016 EXPEDIA INC BELLEVUE $852.89

22/01/2016 EXPEDIA INC BELLEVUE $852.89

To make things more strange, the day before my trip, to my surprise, I received automatic upgrades for 3 reservations for my trip from San Jose, Costa Rica (SJO) to Medellin, Colombia (MDE), confirming that Expedia had made 3 reservations on AVIANCA on my name for the same flight, nevertheless you only have one in your system.

The reservations are:

Airline Code — Ticket Number

YISSDF 134 7746559987

YG6DVE 134 7746139173

YGSLBS 134 7746144913

After a 2 hour long call the day before my trip with many of your agents, where they confirmed with AVIANCA that I really had 3 trips booked by Expedia, I received the promise that Expedia will refund the extra charges for the two extra reservations. Unfortunately, on the day of my trip I received an e-mail saying:

— — -

Dear Mario,

We are unable to cancel your flight with full refund. Please call us back before your trip start to avoid losing the value of the ticket. For us to be able to cancel your flight we will be needing your authorisation.

Expedia Travel

— — -

Today I called again to Expedia Customer Service, but I am exhausted of explaining my situation to every representative and supervisor, and receiving the same answer like starting from scratch:

a) They don’t see any transaction charged to my credit cards on January 22

b) They don’t see any additional itinerary numbers or flight reservations on my Expedia account, except the one I did on January 24.

c) They tell me they can not help me because there is nothing on the system, and that I should call the bank.

I beg you to help me solve this problem otherwise I will not use Expedia anymore on my life and will tell all the world on social media how bad is your customer service and how you charged my twice $852.89, confirmed by my bank and confirmed by AVIANCA airline, and are unable to solve my problem, leaving me hopeless in trying to solve this situation.

I understand this is a strange situation since the transactions do not appear on your system, but please verify with the airline, the bank and your finance department to discover that the charges to my credit cards are real and the reservations on the airline are real.

With all respect,

Mario Morales