Expedia trips up in handling clients' complaints

Claudio Totino was going to Florida last November. He booked his flights, hotel and rental car through Expedia.ca. A death in the family just before his departure date meant he had to reschedule the trip.

[John]

Expedia is indeed awful. I was scammed once. Read my case and hundreds more at: http://www.expedianews.com

[Randal]

We are trying to rebook a trip we had scheduled in August, last year due to a death in the family. We took out the trip insurance and were told we would get a credit.

Tonight is our 3rd attempt to get through to someone and re-schedule, 1st 2 times gave up after being on hold for 2 hrs. Can't afford to wait any longer and now on hold with the customer services gurus of Expedia for 4 hrs and counting. I am on another line trying to get a supervisor and was told it would be 20 minutes. Coming up on that time in 2 minutes.

We've been given the excuse that the system our original tickets and hotel were booked on is different than current system. What is frustrating is that they put you on hold and never get back to you. My wife has now been on hold listening to "chamber music" for two hours now!!!!!!!!!! I've never seen such poor customer service. I can't believe they can stay in business. Now 3 minutes past 20 minutes, "Vinny" not from US came on and said would be several more minutes before the supervisor could speak to me.

Supervisor "Paula" again not from US comes on line, says that system different, needs to call another department and will be a "few" minutes. Wife, still has not heard back from her "customer service rep", going on 1 hr, no contact.

I believe they are simply trying to wait us out, If I ran my business like this, I would be out of business and would need to be!! I will not give in, will continue to stay on line. Even though it's 12:36 am over here, I know it's late in the morning in India, so they haven't gone to bed or left for home yet.

Never again will I use Expedia. This is the worst customer service I have ever been subjected to.