Expedia.com
Money back please

A couple of months ago I purchased a ticket through expedia.com. The dates on my travel changed unexpectedly and so I canceled the ticket and booked another ticket. At that time, I was assured by the customer service agent that I could use the credit for a future flight and that, providing my ticket was cheap enough, it would cover the airline's rebooking fee as well.

This morning I went to purchase another ticket that turned out to be $151 cheaper than the credit with the airline. I was told by the expedia customer service agent that the credit should cover the costo of the ticket and the $150 re-booking fee. Toward the end of the call the agent changed his story and told me that they would charge my card and that I could claim that fee from the insurance company. I argued with him for a few minutes and then after he assured me that it would not be a problem, so I reluctantly agreed.

Turns out that the circumstances under which I had to change my flight didn't qualify for a refund (shocker) and so I called expedia back to complain. The agent told me that my file said I had agreed to a $151 dollar loss. I did no such thing. After trying to communicate my frustration for 15 minutes to an apparently deaf customer service agent, I asked to be transferred to a manager, and after waiting on hold for 20 minutes, was dropped when he answered the phone.

In the end, I have no doubt expedia will get to keep the $150 extra dollars on the account. Even if I stop-payment on my credit card it is the airline who gets the shaft, not expedia. This is FRAUD because I was not aware of what I was agreeing to when I agreed to allow the credit card payment.

This is by far the worst experience I have ever had with any booking service (and I have been flying for 25 years).

Company: Expedia.com
Country: USA

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