[pingec]

My experience with Expedia support is so-so as of this month.

One of my flights was cancelled by Air France and Expedia informed me about it and offered 2 alternative flights or partial refund. To communicate my choice I had to call their support in IE or UK. This is not easy when one is in Indonesia in a remote place. They refused to communicate over email.

So I got a skype subscription and called them. I told them I wished to be refunded because none of the alternative flights offered were compatible with my schedule and they were not able to offer any other flights. They said ok but were unable to tell me how much I would get refunded. They also said I would be receiving an email confirming the refund in 2 days. I received no email, I called them back and asked if my refund choice was registered in their system and if I could get a proof of our agreement for a refund eg. via email. They assured me an email would be sent shortly. It has now been two weeks and I have so far received no refund nor any email or other proof that we have agreed on a refund nor do I know when to expect this refund or the amount.

[martinko]

To be fair their support is probably getting hammered these days because of the Coronavirus. I was trying to reschedule my trip last week, and I alone consumed several HOURS of support time (they had to call the airline several times, where there was a waiting time, and the hotel).

Nevertheless, I was able to reschedule my non-refundable non-rescheduleable trip, and the support was great.