We had a flight to New Orleans, with a layover in Memphis booked through Expedia. The airline changed the first flight so that our layover was literally one minute. We flew into Memphis at 1:39 and our next flight flew out at 1:40.
We did notice this until we were about to board the plane, because according to Expedia we had a 45 minute layover. They had never updated the itinerary with the correct flight times, although we received a 'confirmation' email three days before the flight and logged into our expedia to print the itinerary off the morning of the flight.
Needless to say we did not make our connecting flight and the airlines could not get us on another flight to New Orleans until the next day at noon, because of a NFL playoff game in New Orleans.in order to get to New Orleans the day we had paid to get there we had to fly into Biloxi, Mississippi and take a taxi from Biloxi to New Orleans. Which is by the way, an hour and fifteen minutes and $170.
We talked to the airline and they said when the flight times were changed they notify whoever made the reservations.in this case it was Expedia, so it was Expedia who was responsible for notifying us.
I have spent over 5 hours on the phone with expedia. If you have ever called Expedia you will know the first thing you hear, no matter what day or time you call, will be "we are experiencing an unusually high volume of calls right now" and will be put on hold for at least 15 minutes before ever speaking to a human.
Once you do talk to someone, if you have the patience to hold that long, you will most likely be put on hold another five times throughout the call while the person you are talking ask permission for everything they do from a supervisor. No matter how many supervisors you ask to speak to they still have to ask someone else for permission or to confirm anything.
The customer service if you even want to call it that is absolutely HORRIBLE!!! At one point while speaking to a rep I was yelled at. Literally yelled at by someone in customer service and told that I was wrong. First what happened to "the customer is always right" and second how am i wrong because i couldnt make the flight because of their error? That makes no sense at all.
Anyway after much frustration and complaining they agreed that if I faxed the taxi receipt they would CONSIDER reimbursing that. I thought I would finally get compensation, boy was i wrong! The fax was constantly busy. I sent a fax to them several times a day, at all hours, for over a week before it finally went through.
I waited a few days then called to see if they had processed it. After holding for another HOUR they find my fax and tell me that it hasnt been given to the correct person but once it is given to him then they can process it. Basically with this phone call I ended up spending over an hour on the phone to get the fax i sent a week before handed to the correct person.
I mean it is absolutely ridiculous. Getting a fax that says Attention: and the persons name to that person is something that should done automatically. No customer should have to spend an hour on the phone for that and all they could tell me was i'm sorry we will now give the fax to the correct person and get back to you. Who knows if I will ever be compensated in anyway for my troubles and the 170$ taxi ride. The only thing I do know is that
I will NEVER book with Expedia again.
Had I booked my flight with an airline directly this would have never happened. And I understand mistakes happen but a good company would admit to their mistakes and make up for it. Airlines do this by giving free tickets. Expedia does nothing!!!
I have booked with them several times before and things were fine. But if something goes wrong and you dont get what you paid for, its basically too bad, your loss. Don't get screwed like I did.
Do not book with expedia!!!
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