⚠️ STAY AWAY FROM EXPEDIA
⚠️ STAY AWAY FROM EXPEDIA. DO NOT BOOK THROUGH THEM. Based on my experience, I will never use Expedia again, and I strongly urge others to think very carefully before trusting them with their travel plans. I booked a United Airlines flight through Expedia with a 2-hour layover in Chicago the weekend before Thanksgiving. Knowing how busy Chicago is during one of the busiest travel weekends of the year, I contacted Expedia to change my connecting flight to a later one that was still showing as available to book. After spending around THREE HOURS on the phone, I was repeatedly told that the later flight wasn't available, despite it still being available to book online. I was told my only options were to keep an itinerary that I believed put me at a very high risk of missing my connection or cancel the booking for airline credit. Before agreeing to cancel, I asked FOUR SEPARATE TIMES exactly how the airline credit would work. I specifically explained that I no longer wanted to deal with Expedia and asked whether I could use the credit directly on the United Airlines website. I was assured four separate times that the credit could be used directly with United Airlines. That information turned out to be completely wrong. When I tried to book my replacement flights directly with United, the credit couldn't be applied. I called United and was told that because my original booking had been issued as a bulk fare through Expedia, the credit could only be managed and redeemed through Expedia. I then contacted Expedia again, only to be told the exact opposite—that the credit could only be used directly with United. So now I'm stuck with Expedia telling me to contact United, and United telling me to contact Expedia. Because I needed to secure flights, I had no choice but to pay for a new booking myself. As a result, I am now more than £900 out of pocket, while the airline credit I was repeatedly told I could use remains inaccessible. I've wasted hours on the phone, been given incorrect information that directly influenced my decision to cancel my original booking, and have been left caught between two companies, each telling me it's the other's responsibility. In my opinion, this is completely unacceptable customer service. I'm sharing my experience to warn others before they choose to book through Expedia. If you've had a similar experience, please share it. The more people who speak up, the harder it is for companies to ignore these issues.