I recently tried to book a hotel and a flight package, this should have totalled £540 for both the flight and the hotel. After entering my payment details the app said 'Your booking is now being processed. Click here to view your itinerary'. Clicked it and nothing. No itinerary, no booking confirmation, no confirmation order etc. It took me to the homepage. I left it for a while as I thought it may take a while to process however after checking again, still nothing. I checked my bank account and £80 had been taken by Ryanair for the flights. I rang and emailed customer service and both representatives ensured me that absolutely nothing had been booked and that I would be refunded the £80 within 72 hours.72 hours passed and nothing. I rang customer service again, after being on the phone for 45 minutes, the representative said that she can see the package I originally tried to book and that for some reason there was an error wit their system so I need to book the hotel separately. To book the hotel separately it would cost £600 meaning due to their 'faulty' app I am out of pocket by £140. The customer service representative said if I booked the hotel separately they would refund me the £140. At the time I did not have the money to book it separately and the representative told me if i do not book it now I may lose out on the chance of the refund. A week later I rang back to book the hotel and I was put though to a different representative who told me there was nothing anyone could do for me. A few days later I got an email from customer service saying if I would like to book the hotel they would refund me the different for what I originally should have paid for the package. At this point I had lost all trust in the website and misleading customer service team. I have read other peoples reviews who have had similar experiences and I decided I do not want my holiday to be booked through them anymore as who knows what other problems would arise. I do not trust that they would refund me the full difference if any so I decided o book directly through the hotels website as I did not want any more hassle or involvement with Expedia. After explaining this to them on an email, they send me a £50 voucher.
2 years ago
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Expedia has a 2.22 average rating from 133 reviews

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Alice, Customer Support

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