Vacation Package to KeyWest

I booked a vacation package air car hotel for my husbands birthday on Sunday afternoon Aug. 26, 2012. The website was below standards and I inadvertently submitted one name twice on the airline reservation. I immediated called the customer service line and was told that I had to cancel the flight reservation at no charge and rebook, but the charge on my credit card would take 7-10 days. I could not cancel the trip because Expedia would not cancel the airline travel and they said they were doing me a courtesy! If I did cancel it would cost me the airfare price of $654.00 This process to change a name on a flight reservation took 1 hour and 20 minutes. I then asked to speak to a supervisor and waited an additional 14 minutes. The supervisor basically told me it was my fault not the fault of their poorly designed website. Even though I admitted to my wrong submission EXPEDIA, would not own their poor customer service, and poorly designed website. It gets better though. So when I checked my Itinery on Aug 28th my hotel and car was on the site as not booked. Confused again I called the customer service dept and again was put on hold 14 min. When I asked to be transferred to a supervisor another 20 minutes! They finally said that my hotel and car was booked and that it would take 7-10 business days for my credit card to show the deduction of the two airline charges of $654.00. Amazing that they can charge your card in less than 5 minutes but it takes 7-10 business days to credit. I also saw the exact same trip on the website for $160.00 cheaper. I then spoke with one of their corporate locations in Vegas, and they told me they take customer feedback seriously. However after little discussion I can tell you this is not the case. They wanted to credit me $50.00 toward future expedia travel? Why would I ever even consider booking with Expedia again. He told me he could not disclose any processes that Expedia has done to improve their customer service ratings and that they were the #1 travel engine,and that internet ratings mean nothing. I also asked him the company's mission statement and he told me he could not divulge internal information???? No transparency in this company, and absolutely no customer service! I told him that he could quote me in saying that the company's mission is all about money not their customers. I work for a fortune 500 company, in Healthcare and I can honestly say that our focus is customer Service! Please take heed and do not use Expedia for your travel arrangements. Sometimes a cheap price has many hidden costs and problems!