Think twice before you spend money with Expedia.
If a problem occurs, one that they created, they either will not, or can't help you.
In Sept. of 05 we bought two tickets to London Gatwick for travel on December 26th of 05. The return was scheduled for Jan. 4th of 06.
The flight was advertised as British Airways, originating in Tulsa, Oklahoma, near our home, with a connection in Dallas. The Tulsa - Dallas leg of the flight had a foot note "operated by American Airlines" but carried a BA flight number.
About a week before the trip we called and confirmed with Expedia. They told us of a five minute change in flight times, and assured us our reservations were confirmed.
When we arrived at the AA ticket counter on Dec. 26th., three hours before the scheduled departure, we were told that we had no Tulsa - Dallas reservation. The AA counter agent could see our reservation on her screen, but for reasons unknown, Expedia never confirmed our reservation and AA had us on standby. And the agent assured me we would not get to Dallas on their plane that day. It was full and they had standbys ahead of us. The AA agent wanted to help. She stood and talked with us for over an hour.
We called Expedia from our cell phone. There was plenty of time to do something, including putting us on another London flight. At that point we had time to DRIVE to Dallas, and offered to do so, but Expedia KEPT US ON THE PHONE FOR NEARLY SIX HOURS! Most of that time on hold.
We were given a case numbers, and told to call back in an hour. When we did, it was like starting from scratch. Often, after being on hold for 30 min or more, we would be cut off. Sometimes the customer service reps. spoke English well enough that you could understand them, sometimes they didn't. We were given supervisor names and asked to call back. When we did, they said that person did not exist. We were given another Case number, and told to use it. Then told we used the wrong case number.
When it became clear we would not leave until the next day, we asked them to re-book us on that flight. The AA agent said they had seats available. Expedia seemed reluctant to make this decision, and it looked as though the whole trip was going to be an abort. My wife was in tears, she had worked double shifts for most of last year to help pay for this trip.
At about four o'clock Expedia told us they had re-booked us for the next day and the reservations were confirmed. We called AA and BA and were told Expedia had put a hold on the seats, but had not confirmed. This went back and forth for another two hours.
Finally around six o'clock CST on Monday Dec. 26th, after the last Expedia rep SWORE they had confirmed our reservation. We drove back to the Tulsa airport, I wanted them to issue the tickets so there was no question. Guess what, the same counter agents who helped us earlier in the day, told us Expedia had done nothing to fix the problem. But at this point they took pity on us and issued us tickets for the next day, but said it really wasn't something they should do.
The AA agents blamed Expedia and BA for the screw ups. Expedia blamed AA, saying they had a "computer glitch." They service rep at BA, of course, blamed Expedia and AA.
We did get on the plane the next day in Tulsa, but upon arrival in Dallas, and after AA gave us the wrong gate number, we made it to the BA gate as the flight was boarding. Guess what, we were not confirmed on this flight. But again, the gate agent took pity, and found us some seats. She even up-graded us to World Club. And of course, AA did not get our bags on the right plane, and we were without our luggage in London for the first two days.
All of these various ticket agents could look at their screens and see we had bought tickets. But, if I understand what we were told by the agents, Expedia lacked the knowledge to know how to confirm the reservation.
I can understand making a mistake. The real test of any company is how they handle it. Expedia, obviously, does not have the customer service depth to fix a mistake once they have made it. It seems they must issue their phone reps a "problem flow chart", and if your problem does not fit into this cart, you get put on hold while they consult their "customer service team". And, as already stated, you could be on hold for hours. Can you imagine the frustration?
Expedia, in the end, seemed to acknowledge their mistake, and gave me a $150 credit towards a stay in one of their "selected" hotels. I don't give a damn about their $150 hotel credit.
Obviously, I am done with Expedia. And if you have airline tickets booked with Expedia, I would advise to call the AIRLINE and see if they actually held your seat.