Expedia: Hotels, Flights & Car 4+

Have had a lots of improvements! But....

I like this app much better than I did before so thought it was worth updating my review. But have an issue with the layout that I hope they fix. I wish I could attach a screen cap here to demonstrate with an obvious visual. I’m on my iPad...and when I go to “pick a room”...the long skinny horizontal pic of the style of room appears, with a line above and below. And with the price and select button. The problem is, as you’re scrolling, it’s not clear AT ALL which pic and room name/style goes with which price, above it or below it. Because what’s in between the 2 horizontal lines/rules is...first a price/purchase button, then the picture below. But...apparently the the price goes with the picture above, not below...so the horizontal rules making you think that that’s setting off a block of info that goes together is very misleading. And the space between the price and pictures and price and picture, etc. as you scroll is the same! So there’s no definitive of which price goes with which pic/room style/size. This is just poor design layout and I hope they change it to make it a lot more obvious. Other than that, I like it for navigating easily compared to other travel apps and sites.

App cancelled $3,000 reservation, no refund

I use Expedia pretty often, about once a month on average. I’m in a long-distance marriage because of my military deployment schedule. This month, my wife and I were finally going on our long overdue honeymoon (6 years), but the DoD has put out travel restrictions that would allow that to happen. So I went on the Expedia app to cancel/change my reservation. I managed to cancel my flights, but I didn’t cancel my hotel because there was no refund option or an option to change my reservation.

At that point I was okay with just canceling my flight and contacting Expedia to see what I could do about my hotel reservation. But as get off the app and am about to make the call to Expedia, I receive multiple emails regarding my cancellations. To my surprise, the hotel was also cancelled. This was a $3,000 resort in Aruba. I proceed to call customer service, and waited on hold for over an hour, then the call just dropped out of nowhere. Luckily, I went online earlier to schedule Expedia customer service to call me. When they did, I could hardly communicate with the agent because it seemed as if English was not their native language. The agent proceeded to transfer me to another person to help then they hung up on me.

I cannot afford another $3,000 for a vacation and now I cannot take my wife on the honeymoon I promised her. This will definitely be the last time I use Expedia or any of its sister companies.

Developer Response ,

Hi HurryUpRalph,

I am so sorry to hear that your vacation was cancelled.

We’re working as fast as we can to update our site and app with options that allow you to manage your itinerary directly. We are also redeploying agents from other parts of the business in an effort to assist those who are calling in.
 
Our teams are working around the clock to process an unprecedented number of customer requests due to COVID-19. We know that many customers have been experiencing difficulties connecting directly with agents at our call centers at this time. We appreciate your patience as we work to meet demand.

Could be improved

I have loved Expedia since I started traveling on my own and the checkout process is always easy for me. Overall the app is decent and could use a few more features. For example when searching for an all inclusive on the website you can filter that option but in the app you must scroll through all hotels, motels and resorts. Also, I wish that you didn’t have to specifically search from one airport. The app states that it’s to help you find the best deal but to me the best deal would be found by checking all available airports that I am willing to travel to without having to research and put back in all of my filters every time. Also, they claim that it is cheaper to book through the app but I have always found that the better bundles are found on the website. It would also be nice if there was an “availability calendar” like on some other sights where you can see how much cheaper it would be to stay a different night. Another feature that would interest me is being able to search an entire country as your destination to try to find new and cool places to stay in a specific country.