I booked a ticket on LOT Polish Airlines, which I had to cancel the day before departure. It was then I learned that I had to pay 50% penalty. I expected a penalty, but this was pretty outrageous. The worst part was that this information was not available when I bought the ticket. I didn't check it in advance, but when I insisted the agent find the exact wording it took her 20 minutes to dig through links and fine print. The link she used wasn't even avaailable when I purchased the ticket, so I don't know how I would have found it had I wanted to find it in advance.

When I followed up with Expedia a month after the cancelation, I learned that they hadn't processed my cancellation and therefore I wasn't going to get my 50% back. It took 6 phone calls between Expedia and the airline for me to learn this fact. Since my credit card was billed by the airline, I had no recourse against Expedia to deny the charge.

Expedia finally agreed to give me a $100 credit. The supervisor tried to convince me I was special because they "never" do this. To which I replied, "No, you're just telling me that I'm lying and they're giving me some money to get rid of me."

So, I took my $100 credit and asked the supervisor to send me a confirmation email. He said it would arrive in about 10 minutes. 24 hours later, still waiting.

It's obvious that Expedia is farming its customer service out of the country. The people were polite, but as I've noticed they are not particularly adept at problem solving.

Please note that I have ONLY used Expedia to book flights - hotels, cars etc are not included in this review.

I have used Expedia to book flights many times (probably 10ish return flights) over the past few years and every time I have been happy with it. It is a good tool to search for the cheapest light and it often has discounts you can't find from the airlines' websites. The one time I booked a trans-atlantic flight (London to NYC), they kept changing the flight times. But other than that, everything has been working brilliantly. I haven't had a single bad experience.

The search engine could be a bit user friendlier, that's all.

Booked through Expedia for our February 2010 vacation. Had no problem, even when the airline merged, Expedia kept us up to date on all the flight number changes.
They responded immediately to any queries I made & found them to be very helpful.
Found the site very easy to use & would definitely recommend them to our friends & use to book our next trip.