Complaint / review text:
Expedia's flight confirmation clearly said, "Your reservation is booked and confirmed. There is no need to call us to reconfirm this reservation". But when we tried to check in for our Aug 24,2015 flight from Honolulu to Shanghai with connecting flight Shanghai to Jinan, there was no such flight at all that day! We spent HOURS and HOURS on the phone with Expedia, mostly on hold. Eventually, we were told the Honolulu to Shanghai flight was now rebooked for the following day. When we asked if the connecting flight was adjusted accordingly, we were put on hold again for hours without ever getting a clear answer. We made it to Shanghai where it turned out that Expedia had done nothing to adjust the connecting flight and we wound up spending 4 hours at the airport there trying to sort it out on our own.
We understand that flight schedule changes can happen but why were we not informed? I still don't even know if it even was a flight schedule or if Expedia sold us a non-existing flight. When I logged my complaint with Expedia I got a wishy-washy general template answer. Why was the connecting flight not adjusted? Our experience dealing with Expedia on the phone was HORRIBLE! We were put on hold for hours, once in a while a polite but incapable customer service representative with a strong Indian accent would come on, apologize for the delay, explain that he was not able to do anything about our situation and needed to talk to his supervisor whom he could not reach. The hotels we had booked through Expedia for this trip were all fabulous which is in line with our past experience with Expedia. But this was the first and last time we ever booked an international flight with Expedia.