Search Travel Market Report

mainlogo
www.travelmarketreport.com
  • News
  • Tours & Packages
  • Cruise
  • Hotels & Resorts
  • Destinations
  • Retail Strategies
  • Niche & Luxury
  • Well-Being Travel
  • Training & Events
  • Who We Are
    • Anne Marie Moebes
    • Brian Israel
    • Dan McCarthy
    • Denise Caiazzo
    • Dori Saltzman
    • Kelly Fontenelle

Expedia Travel Clients Experience Chaos with COVID-19 Disruptions

by Jessica Montevago / March 18, 2020
Expedia Travel Clients Experience Chaos with COVID-19 Disruptions

As coronavirus causes travel to stop around the world, travelers who booked online are having a hard time getting refunds and making changes. Photo: Shutterstock


The global COVID-19 pandemic has upended the travel industry, sending customers into panic as they race to get refunds and reschedule upcoming trips. For travelers who booked their vacations with online travel agency (OTA) Expedia, the experience is compounded with frustration and anger as they struggle to get a hold of someone on the phone, and worry about potential money lost.  

On social media, customers complained of excessively long call times and being unable to get through to a representative, leading to travelers being unable to make any changes to their travel plans or start refunds. Some people said they could not get a hold of someone for as much as 24 hours and one person said they called over 30 times. At one point, Expedia said “we are currently experiencing technical difficulties and can’t take your call right now.”

While airlines and hotels are issuing refunds for bookings made through advisors, those who booked online have to have their cancellation first go through Expedia.

Tessa Zimmerman said this happened to her. “The hotel is willing to give a complete refund, but cannot until you cancel it. Tried calling to cancel trip and your system is down. Please do right by your customers & refund us.”

Expedia’s Twitter page was filled with comments similar to this, with one post from March 13 raking up nearly 700 comments of people trying to get in touch with the company.

I have asked to cancel my flight for tomorrow since March 12. Phone got disconnected & I can't get anyone on the phone for the past 24hrs. So you're not gonna give a callback & just take my money?! I ?? I've been on hold for 2 hrs at a time then disconnected!

— little bopeep (@bopeepbaby) March 14, 2020

“Been trying to call #TDforexpedia for 3 days. On hold for 3+ hours and then disconnects,” Anita Fervaha said. Yee Lan Magill, another user, said she was on hold for 10 hours.

On Expedia’s website, the company said its call centers are experiencing extremely high call volumes and long hold times with the influx of COVID-19 travel disruptions piling up.

Jennifer Greene Tweeted “In a state of emergency, across multiple countries, you @Expedia, should NOT need to have a person answer a phone to cancel a flight or hotel or trip. It should be automatic. Shame on you for adding to people’s stress about money and travelling during this time.”

The phones are not working. The virtual assistant is not working and I purchased a waiver for my trip. It's telling me that I can't cancel unless I speak with a CSR. I need HELP!!!! My trip is scheduled for this Friday!!

— JunkieXperience (@JunkieXperience) March 16, 2020

While Expedia said it has update its systems to allow customers to manage their itineraries online, some customers said they were still having a difficult time reaching a virtual agent. Eric Lancaster commented it was “still no better than it was.”

Damian Chenot said he was having a similar issue getting through, and was “afraid that we're going to get told to suck it up since we bought non-refundable tickets.”

In response to Damian, Evelyn Alarcon commented: “See what happens when you rather do all the travel plans yourself, to save paying a fee to a travel consultants. The fee would have allow you, to leave everything in the hand of your agent and enjoy the weekend.”

One of the advantages of booking with a travel advisor has always been the human connection a traveler has access to, whether it’s during the booking process or during the trip itself. While the coronavirus is unprecedented, it’s highlighting what has always been true about using a travel advisor – they provide travelers with immeasurable value.

In this case, travel advisors would be the ones rebooking trips and securing refunds, leaving the client at ease knowing someone is working on their behalf dealing with the technicalities of different company policies. It saves the traveler from confusion, panic and worry as they try and go through this process themselves.

  1
  0
Riviera

MOST VIEWED

  1. All U.S. Flights Grounded Due to FAA Computer Outage
  2. FAA Closes Three U.S. Airports Over National Security Risk
  3. Norwegian Cruise Line Brings Back COVID-19 Requirements
  4. Forbes Says ‘You Need a Travel Advisor in 2023’
  5. What’s New in Travel Agent FAM Trips
  6. U.S. Embassy Issues Security Alert for Mexico After Cancun Taxi Protests

MOST EMAILED

  1. Forbes Says ‘You Need a Travel Advisor in 2023’
  2. All U.S. Flights Grounded Due to FAA Computer Outage
  3. Visitors to the U.K. Will Soon Need to Pay an Application Fee Prior to Travel
  4. Here Are the Automatic & Suggested Gratuity Policies for Each Major Cruise Line
  5. Beverage Carry-On & Corkage Fee Policies by Cruise Line
  6. Tour Operators & Advisors Forced to Cancel Trips as Peru Shuts Down Machu Picchu
Riviera Box
TMR Subscription

Subscribe today to receive daily in-depth coverage, analysis of industry news, trends and issues that affect how you do business. Subscribe now for free.

Subscribe to TMR

Top Stories
6 Signs a New Client Might Be a Tire Kicker
6 Signs a New Client Might Be a Tire Kicker

Not all prospective clients are worth your time. Learn the signs that indicate it's time to hang up the phone. 

Read...
Another Change in the Wind for Travel Advisor Relationships
Another Change in the Wind for Travel Advisor Relationships

The FTC is now proposing banning non-compete agreements. Here's what it could mean for you. 

Read...
ASTA’s General Counsel Peter Lobasso Appointed to DOT Subcommittee
ASTA’s General Counsel Peter Lobasso Appointed to DOT Subcommittee

Lobasso will serve as the ticket agent representative on the subcommittee. 

Read...
Allianz Adds “Cancel Anytime” Coverage to OneTrip Prime and OneTrip Premier
Allianz Adds “Cancel Anytime” Coverage to OneTrip Prime and OneTrip Premier

Cancel Anytime covers the "most unforeseeable circumstances."

Read...
Consumers Want More Personalization When It Comes to Travel Planning
Consumers Want More Personalization When It Comes to Travel Planning

More than ever, travelers want the ability to customize their vacation packages. 

Read...
SEO Nets Big Results for One LGBTQ+ Travel Specialist
SEO Nets Big Results for One LGBTQ+ Travel Specialist

"SEO actually works the way they say it works," says Scott Wismont. 

Read...
TMR OUTLOOKS & WHITE PAPERS
river cruise 2022
group outlook 2022
lux cruise outlook
CP White Paper
Multi-Gen Outlook
River Cruise Outlook 2019
View All
Advertiser's Voice
Celebrate National Don’t Plan for Vacation Day with Delta Vacations
About Travel Market Report Mission Staff Advisory Board Advertise
TMR Resources Webinars Calendar of Events Outlook/Whitepapers Previous Sponsored Articles Previous This Week Articles
Subscribe to TMR
Select Language
Do You Have an Idea Email
editor@travelmarketreport.com
Give Us a Call
1-(516) 730-3097
Drop Us a Note
Travel Market Report
71 Audrey Ave, Oyster Bay, NY 11771
News |Tours & Packages |Cruise |Hotels & Resorts |Destinations |Retail Strategies |Niche & Luxury |Well-Being Travel |Training & Events |Who We Are
© 2005 - 2023 Travel Market Report, an American Marketing Group Inc. Company All Rights Reserved | 243 South Street, Oyster Bay, NY, 11771 USA | Telephone (516) 730-3097| Terms and Conditions
Cookie Policy Privacy Policy