I hope more people will see my review…
I hope more people see my review, as well as the many similar reviews here, and proceed with caution when using Expedia. I booked a flight through Expedia. When I reached the payment stage, their system froze and then informed me that the transaction had not been successful, prompting me to repeat the booking. I did so and received my ticket on the second attempt. A few days later, when the transactions appeared on my bank account, I discovered that Expedia had charged me for both attempts. To be clear, I never received a confirmation, itinerary or ticket for the first booking attempt. I only became aware that Expedia had processed it when I saw the charge on my bank statement. I have since made several calls to Expedia’s contact centre. I was repeatedly placed on hold, calls were disconnected, and I then had to call back and explain the entire situation again. I eventually resorted to written communication, both because the calls were so frustrating and because I wanted a clear record of what Expedia was telling me. Unfortunately, the written responses have been equally frustrating. Different customer service agents have given me contradictory information about the same refund. Expedia has also repeatedly tried to frame this as an issue between Air France and me, despite the fact that I made the booking through Expedia and my bank statement clearly shows Expedia as the merchant that charged my card. At one point, I was told that Air France had agreed to refund the first ticket but would deduct a cancellation fee. I challenged why I should be penalised for a duplicate booking that resulted from Expedia’s own system telling me that my first transaction had failed and instructing me to book again. Another Expedia agent later contradicted the previous communication altogether, despite me providing a screenshot of their colleague’s written confirmation. That is really the heart of my complaint: this was not simply an accidental double booking on my part. I made the second booking because Expedia’s system explicitly told me that the first transaction had failed. To date, I have never received the first booking confirmation by email. Expedia has still not clearly acknowledged its role in what happened or provided me with one consistent explanation of the status and amount of my refund. The constant back-and-forth has been exhausting. I regret having to write such a negative review, but my experience of Expedia’s handling of this matter has been one of poor transparency, inconsistent communication, inadequate accountability and very little regard for the customer experience. I will update this review if and when Expedia resolves the matter satisfactorily.