Expedia Canada Reviews (98)
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I booked a flight through Expedia.ca and also purchased the cancellation insurance through a third party company (***). Due to unforeseen circumstances, I needed to cancel or change my flight. After speaking with Expedia multiple times as well as the insurance company and the airline I was not allowed to cancel or even change the flight. They showed zero compassion to my situation. As someone who works in the hotel industry, I was shocked at the lack of care I received.
I was using the expedia for *** website to book an all inclusive vacation on Jan 07 2019. On the search page for all inclusive trips right in the center they have a big check mark about the expedia price guarantee in bold letters. It is right bellow the search box, it stands out so one can not miss it. It states that if you book and you find a lower price trip within 24 hours you will be refunded the difference. After I booked the trip, on the very next day the same trip was at a lower price on the expedia website. So I called them to get a price match and I was told that the guarantee does not apply to all inclusive trips. I asked then why have the guarantee on the search page for all inclusive trips if it does not apply for all inclusive trios? Other then to mislead the consumer into thinking they are getting a price guarantee. I asked them why they would *** advertise and I was told by manger *** that the guarantee is on all the pages, I told him that is kind sneaky of them he said no it is not. I was told that the guarantee is only for hotels and flight and hotel packages. I said well an all inclusive trip is a flight and hotel package and he said no it is not. I looked at the terms and conditions of the guarantee and nowhere does it say that all inclusive trips are not included in the guarantee and he told me that it does not say that all inclusive trips are included, but I said that it does say that flight and hotel packages are included and I was told that is different then all inclusive trips, but no it is not different it is still a flight and hotel. It comes down to *** advertising and sneaky dealings to mislead the public. If the guaranteed does not apply to all inclusive trips then it should not show in the search page it should also be listed in the terms and conditions that all inclusive trips are not included so the public is not misled with *** advertising.
I would like the price guarantee to be applied to my booking and to remove the *** advertising from the search pages of trips not included in the guarantee. Also to clarify what is included and what is not include clearly stated in the terms so that there is no confusion.
January 30, 2019
Revdex.com
Complaint Department
Re: Expedia For *** Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia for *** regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia for *** is disheartened, the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***, Revdex.com case number XXXXXXX regarding a Best Price Guarantee Claim. We understand *** is requesting "the price guarantee to be applied to his booking and to remove the *** advertising from the search pages of trips not included in the guarantee. Also to clarify what is included and what is not include clearly stated in the terms so that there is no confusion".
Our records indicate *** booked an All-inclusive package (on January 7, 2019 to Runaway Bay Jamaica from Toronto. Mr. *** paid a total cost of $3,038.38 for two (2) people. The Pre-packaged vacation included, flights, hotel, meals and roundtrip transportation from and to the airport .
*** called Expedia for *** customer service and claimed *** advertising. The agent explained to him the difference between an All-inclusive Pre-packaged vacation and a build your own flight + hotel package. Even though the website clearly differentiates the two packages in the search page ***, Mr. *** demanded to be escalated. The manager who took over the call reiterated what the agent had already explained. Furthermore, customers are prompted to "make sure their reservations qualify before submitting their claims". They can review the checklist and assure themselves that their bookings qualify to avoid any possible confusion they may have.
The Best Price Guarantee only applies to hotel or flight + hotel bookings. Claims have to be submitted online within 24 hours of booking the flight + hotel package on Expedia for *** or up to 48 hours prior to hotel check-in for standalone hotel bookings.
We thank *** for contacting us again through the Revdex.com about the Best Price Guarantee Program. However, Mr. *** did not fulfill any of the conditions required to participate in program.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Customer Service
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello I have received the reply of expedia for *** and the double speak is nice. If the price guarantee does not apply to all inclusive vacations why is the icon of the price guarantee right in the center of the search page for all inclusive vacations other than to mislead a consumer? I like how *** did not mention as to why the icon is on that page, most consumers would not click on this before booking they would assume that it applies to all inclusive vacations as well,***. Lets assume a consumer does click on it and they are taken to another page that states what the guarantee applies to. On that page it states right in the middle "flight and hotel package" well if all inclusive is not a flight and hotel package what is it? Mr. *** did not mention this as well, most people would assume that is is for all inclusive as well. ***. If a consumer does continue to search all the terms and conditions which most do not they will find at number 6 the following "Important Note Regarding Travel Packages. When you book a flight + hotel (booked together as a package on the same itinerary) with Expedia For *** the Price Guarantee applies to the cost of the travel package as a whole including all taxes and fees. " it is stating again about travel packages I would and most people would assume it includes all inclusive as well as there is no mention of it no including all inclusive. There is no place on the website where it states that all inclusive trips are not included in the price guarantee. The only time one would find out that it is not included is after one tries to put a claim and the website wont let you put a claim because it is designed to prevent one from making a claim, as no itinerary number is given. When I did try to put a claim and I could not I called expedia and that is when I found out all inclusive is not included even though the website does not mention any of this and the way it is set up is to mislead.
thank you
February 15, 2019
Revdex.com
Complaint Department
Re: Expedia For *** Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia for *** regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia for *** is disheartened, the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***, Revdex.com case number XXXXXXX regarding a Best Price Guarantee Claim. We understand *** did not accept our response to his claim regarding the price guarantee.
An All-inclusive vacation includes lodging, generally three meals a day unless specified it's European plan, soft drinks, most alcoholic drinks, gratuities, and possibly other services in the price. Non-motorized watersports and activities might also be part of it, along with the flight and transportation from and to the airport. A flight + hotel package is just that and comprise two components. Expedia for *** website clearly differentiate them and eliminates any confusion or assumption by lining them up side by side.
The Price Guarantee Icon is there like all other icon to let consumers know we do offer it. However, it does not mean that everything we sell qualifies. Just like promotional sale at a department store, unless specified, not everything in the store applies. Having the belief that something should be included is not factual. However, the products offered and the terms and conditions of the price guarantee are clearly defined.
All-inclusive vacations offer competitive prices, but Flight + hotel packages offer more flexibility to consumers. Mr. opted to book an all-inclusive vacation based on his needs and possibly assumptions regarding the price guarantee program. He's now asking Expedia to circumvent the terms and conditions of the program based on those assumptions.
We thank *** for contacting us again through the Revdex.com about the Best Price Guarantee Program. However, Mr. *** did not fulfill any of the conditions required to participate in program.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Customer Service
I was billed 278$ for a rental car, when I arrived at the airport the reservation was there but it was missing information from Expedia, the *** counter explained that this was not the first time, and that it had happened quite a few times in the past few weeksFinally contacted Expedia who refunded my payment told me to pay for a rental and they would reimburse me when I got home providing I submit proofAfter emailing, and calling several times, and being left on hold or hung up onI finally received paymentIt seems they try the frustration game and test your patience, assuming most people would just get fed up and not follow through with their gamesIt took calls, totalling over hours to finally get satisfactionI will not deal with this company again
I used Expedia Canada for a recent resort booking but found upon arrival at the resort that they had not reserved the correct suite for my partyAfter contacting Expedia Canada they say that they don't guarantee any bookings and will not discuss the issue with me
For three days I tried to book several flights, each time they quoted me at 288 per person, as soon as I clicked book, it jumped to 406 per person. Every time no mater that day or the hour.
I called them on it, I spoke to a manager named Adam and then a corporate office rep named May.
They both blamed the airlines for upping the prices at random times... coincidentally, this meant three airlines, co ordinated a dramatic spike in cost (over $600 for the 5 of us) on the exact minute I clicked "book" in the exact same increments, on different days at different times.
I waited on hold for over two hours to speak with May. Again she kept saying it was the airlines. BUT! I explained to her in the two hours I was on hold, I actually booked 15 flights, with the exact airlines and the exact flights, at the original cost.
So clearly, it was not the airlines. ***, *** (telling me there were 7 seats left but each flight had about three seats booked when I reserved my seats) ***.
I've booked with Expedia in the past and had no problems. It just goes to show, a little research goes a long way. ***.
On July 16th, 2018, I have a booked a rental car from *** Otopeni Romania through Expedia.ca.
Reservation was from 9 Nov 2018 to13 Nov 2018 for a Compact 4 or 5-Door Car, and reservation was booked and confirmed.
Itinerary #***
Confirmation # ***
The rules and restrictions stipulated in the rental contract were as follows:
The driver must present a valid driver's licence.
The renter must have held a full driving licence for a minimum of 12 months. An international driving licence is required if the renter's driver's licence is in non-*** alphabet.
Even although I was fully complying with all these conditions having a Canadian driver licence, I was refused to rent the car I paid for.
I have been told there are new company rules and without an international driver licence I cannot rent the car. When I asked why these rules were not communicated to me on time, eventually through Expedia, I did not receive any answer. Instead, I was told to go to a different company *** in the close proximity to rent a car from them. Apparently they have more relaxing rules to follow.
This is what I have done eventually; paying extra 322.47 EURO for renting a different car from ***.
On November 9th, 2018, I had called Expedia Customer support from Romania asking their support on this, was told they will call *** to solve the issue, however this did not happen.
After returning from the trip, on November 16th, 2018, I had called Expedia again to ask for refund on rental car I paid for but not received. I was told they would get in touch with *** and get back to me within the next 24 hours. This did not happen and I had called back Expedia on November 20th, 2018 inquiring on my complain. I was told there is only a note in the system about the complain, however nothing was solved.
What I am looking for is complete refund from Expedia on the money I paid for the confirmed and paid car and also purchased Collision Damage Waiver.
I am also looking for compensation for the money I paid extra to rent a car from ***, even although I was fully entitled to receive the car I paid for from ***. The miscommunication between the two companies, Expedia and ***, should be definitely dealt with. Each of these two companies has to communicate each other all changes in the contract and deliver all these changes to the clients on time.
What I am looking for is complete refund from Expedia on the money I paid for the confirmed and paid car and also purchased Collision Damage Waiver. I am also looking for compensation for the money I paid extra to rent a car from *** Rent a Car, even although I was fully entitled to receive the car I paid for from *** Otopeni.
December 5, 2018
Revdex.com
Serving Central Ontario
Complaint Department
Re: Expedia.CA #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Our records indicate that on July 16, 2018, Ms. *** or an authorized user of the account purchased three round trip flights departing November 8, 2018 from Toronto, ON, Canada, traveling to Bucharest, Romania, and returning on November 13, 2018 from Bucharest, Romania to Toronto, ON, Canada; a four day *** car rental reservation; Trip Cancellation Coverage and Collision Damage Waiver via XXXXXXXXXXXXX.
Expedia is responding to the consumer complaint from Ms., Revdex.com case XXXXXXX requesting a refund for money paid for the confirmed car reservation and the collision damage waiver. Ms. is also looking for compensation for the money paid out extra to rent a car from ***.
Upon receipt of this complaint, we investigated the issues which were brought to our attention. We can confirm that on
November 14, 2018, Ms. called our Customer Service Department to advise that *** refused to provide her with a car and advised that she needed an international driving license in order to rent. Ms. says according to the policy this is only if not Romanian. In addition, on November 30, 2018, Expedia contacted an *** representative at the Romania rental location. The representative advised that United States and Canadian customers need international driver's license to rent a car. *** advised they denied renting Ms. the vehicle but authorized Expedia to refund for the rental since she was unable to rent the vehicle.
After further investigation, Expedia was able to verify *** Rental Car policy was listed as follows:
ADDITIONAL DRIVER - SAME CONDITIONS AS THE MAIN DRIVER IN TERMS OF MINIMUM AGE. COST- EUR 4.17 PER RENTAL PLUS TAX. BREAKDOWN - PROCEDURES WILL BE ADVISED AT THE CHECK-OUT. PHONE - XXXXXX.410.70.70 - *** SUPPORT. XX XXX XXX DRIVERS LICENCE - RENTERS AND ADDITIONAL DRIVERS MUST HAVE HELD A FULL DRIVING LICENCE FOR A MINIMUM OF 12 MONTHS. INTERNATIONAL DRIVING LICENCE IS REQUIRED IF THE RENTERS OR ADDITIONAL DRIVERS LICENCE IS IN NON-ROMAN ALPHABET.
Based on the above Expedia was authorized by *** to refund the reservation in the amount of 233.06CAD. The refund shall appear with three to five business days on the card used to create the reservation.
Please accept our apologies for any inconvenience that may have been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Expedia.CA Corporate Department
(The consumer indicated he/she DID NOT accept the response from the business.)
From *** Rental Car policy:
DRIVERS LICENCE - RENTERS AND ADDITIONAL DRIVERS MUST HAVE HELD A FULL DRIVING LICENCE FOR A MINIMUM OF 12 MONTHS. INTERNATIONAL DRIVING LICENCE IS REQUIRED IF THE RENTERS OR ADDITIONAL DRIVERS LICENCE IS IN NON-ROMAN ALPHABET.
By denying renting the vehicle, it is perfectly clear that *** Rental Car VIOLATED the signed contract, for which I demand financial compensations, not to mention about the emotional ones after spending more than one hour to convince *** to respect the Contract. And this was after a flight trip of 12 hours plus an additional layover of 5 hours.
It is absolutely outrageous how such a respectful company like *** would allow representatives to act at their own discretion and not following the rules imposed by the firm contracts.
Refund the reservation in the amount of 233.06CAD won't make up for the CONTRACT VIOLATION. Because *** refused to provide myself (Mr.) with the car I have paid in full six months in advance, I was obligated to pay on the spot 322.47 EUR (equivalent of 495.59 CAD at the time of renting, bank statement can be provided, if needed for the conversion) to *** (for which invoice has been already submitted to Expedia).
With all due respect, *** has to refund in full the money I have paid to ***. Since I will receive a refund of 233.06 CAD for the reservation with *** thru Expedia (as mentioned in the answer from Expedia), the difference to 495.59CAD, which means 262.53CAD, should be also paid by ***.
Best Regards,
Mr.
Itinerary XXXXXXXXXXXXX
I bought a Flight + Hotel deal after having done so many times before. In truth I didn't realize their terms change at every single saleI was in a huge time crunch ***. I bought a bundle because it's easier to file for reimbursementbut after I bought my ticket my conference was cancelled. I am now out over a thousand dollars. Expedia and the *** Hotel, San Diego, both blame each other. I can't claim this as a work expense. I bought cancellation insurance. The insurance company Expedia uses doesn't cover cancelled events. The hotel won't allow a refundand Expedia does little to nothing. The hotel in prime season claimed the totality. It wasn't really at a discount. ***. *** promised call backs that never happened. Hours of repeating myself. And (with a previous change of flight due to the same conference another year), I'm now $1500 out to Expedia.***. And I'll never, obviously, be able to bring myself to work with them again.
Product_Or_Service: *** Hotel / Expedia
Order_Number: XXXXXXXXXXXXX
Account_Number: XXXXXXXXXXXXX
Other (requires explanation) I want the full amount refunded and an apology. After many calls I was offered $200. The total cost was over $1500, I also got a partial flight credit. There should be a warning when someone seeks to insure a non-refundable space. I was also distracted by them automatically making my work flight a flight for two and then raising the cost by 50%--in seeking to solve their *** I missed a second, *** practice.
December 18, 2018
Revdex.com
*** Ontario
Complaint Department
Re: Expedia.CA #:
Dear Revdex.com,
***
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. (Revdex.com case XXXXXXX), regarding her package booking.
Our records indicate that on November 4, 2018, Ms. ***, or an authorized user of the Expedia account, purchased a package reservation including one round trip flight departing November 14, 2018 from Toronto, ON, Canada, traveling to San Diego, CA, USA, and returning on November 18, 2018. The package also included a four-night hotel reservation at *** Hotel, San Diego, CA and Trip Cancellation Coverage, all via itinerary XXXXXXXXXXXXX.
We can confirm that on November 13, 2018, Ms. called Expedia on a couple occasions to request cancelation of her reservation. Ms. advised she was cancelling because her scheduled conference had been cancelled and she did not need to take the trip. Our agent contacted the hotel on Ms. behalf to request a waiver of their nonrefundable policy; regrettably, they did not authorize a refund. On another call, one of our agents cancelled Ms. flight per her request. The agent cancelled the itinerary in the airline's system and advised of the airline-imposed penalty fee of $200.00.
On November 14, 2018, the customer called Expedia to follow up on her request to cancel the hotel reservation. An Expedia representative contacted the hotel again and was advised the nonrefundable hotel policy applies. In addition, we were able to verify the flight and hotel vendor policies were both listed when Ms. booked her reservation online. The policies were also listed on the confirmation e-mail sent to the customer on November 4, 2018.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own, operate or otherwise run any hotels. We hope you understand we must adhere to the policies dictated by the vendors.
Based on the information provided above, Expedia is unable to honor the customer's request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
I made reservations for a 2 night stay at *** in Huntsville, Ontario starting Nov 10, 2018. I made the payment in advance for the reservation (XXXXXXXXXXXXX) to Expedia. The room (unit 21 at the hotel) had bedbugs and was unlivable. When I called Expedia to request a different room/hotel or a refund, they refused. I had to drive home at 4am in the morning to Toronto (2.5 hours away) as I did not know what else to do. This put us through a terrible ordeal. To add insult to the injury, our clothes and winter jackets have become infested with bed bugs and need to be disposed/replaced.
Please note that I made complaint XXXXXXX against the actual hotel itself for the bedbugs. However, as Expedia was the business that I paid for the booking, I feel that I should have been taken care of by them.
Would like a refund for the *** trip.
November 20, 2018
Revdex.com
Revdex.com Northwest
Complaint Department
Re: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case XXXXXXX requesting a full refund.
Our records indicate that on October 6, 2018, Mr. *** or an authorized user of the account booked a two-night hotel reservation for the ***, arriving November 10, 2018 and checking out on November 12, 2018, via itinerary XXXXXXXXXXXXX.
We understand from Mr. complaint that he is requesting a full refund due to the room not being clean and bed bugs.
Upon receipt of this complaint, we can confirm on November 11, 2018, Expedia spoke with Mr. about his concerns and tried to contact the ***. Our agent made multiple attempts to speak with a manager at the *** and were not successful.
Today, November 20, 2018, Expedia advocated on your behalf with the General Manager of the ***. Expedia is happy to advise the General Manager of the *** authorized Expedia to issue a full refund. The refund for 192.07CAD has been issued to the original card that was charged for the reservation. The refund will appear in five to seven business days.
Please accept our apologies for any inconvenience that may have been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Expedia Corporate Department
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that as a customer I wasn't taken care of on that day. I had to drive back home at 4 in the morning as I was left stranded by Expedia. Expedia has shown no steps it has taken to prevent something like this again or compensate me for the time lost and suffering on behalf of me and my wife.
On October 20th I purchase a 4 night hotel booking in Kuala Lumpur for $379.67 with Expedia canada. On November 5th I searched the same booking date and hotel seeing that the price went down to $320.98 on Expedia's site, therefore I submitted a price match cliam. However Expedia came back rejecting the claim as the $320.98 lower price had a reduction due to a "Member Pricing 33%" adjustment.
This would had been a reasonable rejection HOWEVER when I checked my original $379.57 Itinerary details, it also states the price received a "Member Pricing 33%" adjustment. This to me means the exact same discounts were apply on both dates, yet booking on November 5th is $60 dollars cheaper. I had E mail and phone conversation with agents and supervisor with no success to my claim. To me the two bookings are exactly the same except booking dates and pricing changes.
I strongly believe Expedia has wrongly rejected a valid price adjustment claim, if my original itinerary was not member pricing adjusted I would find their reason valid that I can't compare member pricing with non member pricing bookings, yet that is not the case here. Expedia failed to see substance over form that this is a "Apples to Apples" Comparison
I would like Expedia to Honour the price adjustment submitted Also review their policy in situations like this where the original booking price and new price differs yet both have the same member/discount applies.
November 19, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia Case O-XXXXXX
Dear Revdex.com,
Thank you for contacting Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number XXXXXXX) regarding a hotel. We understand *** is asking for a refund.
Our records show 20 October 2018 ***, or a person authorized for the account of ***, booked a four night hotel reservation with the *** Kuala Lumpur, Autograph Collection, checking in on 5 December 2018 for C$379.67.
On 31 October 2018 the customer requested a price match. It was approved for C$30.67. After completion of the stay the price match amount will be paid and a coupon would be provided for C$50.00.
On a later date, the customer requested a second price match from the Expedia.ca website. The rate showed as C$103 per night, with member pricing of $C69 per night. C$103 per night was the hotels rate, which was also 33% off. C$69 per night was the member pricing. Member pricing is the amount due in currency the booking is partially purchased with Expedia Reward points. Customers have the option to click a button to turn the use of points on or off on the search page when looking for hotels, or on the billing page before paying for the booking.
The amount paid for the itinerary was a lower amount than the price that was submitted on the second screen shot, and an additional amount could not be approved. However, the initial price match on 31 October 2018 that was approved is still open for action after the reservation is completed.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Customer Service
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear ***,
Thank you for your response, yes I submitted a price match on October 31st for a lower total price of $349 found on ***, which will be honoured by Expedia I appreciate that.
Expedia advise I am able to price match until midnight of check in date as I am an Exepdia rewards member. This prompted me to check Expedia again and found prices lower than $349, so I submitted a second price match resulting in the current dispute.
To make things more relevant, I searched the same hotel again as of Nov 20 2018. the C$103 hotel base rate is now C$99. The C$69 member pricing is now C$66 (See screenshot "Price Nov 20.png")
Now in response to your reasoning below
1.
"The rate showed as C$103 per night, with member pricing of $C69 per night. C$103 per night was the hotels rate, which was also 33% off."
Above response is not correct, Per screen cap "Price Nov 20.png" breakdown circled in Red. The C$99 rate is clearly BEFORE the member price 33% off the reduction states "Member price 33% off -$32.70" to bring the member pricing to C$66/night.
2.
"Member pricing is the amount due in currency the booking is partially purchased with Expedia Reward points. Customers have the option to click a button to turn the use of points on or off on the search page when looking for hotels, or on the billing page before paying for the booking."
Above again is not correct. I did not use any Expedia reward points to book Itinerary # ***
I did use all my Reward points for another booking Itinerary # ***
Refer to screen cap
"Expedia rewards point example.png"
"Expedia pt record.PNG"
It explicitly states "427 Expedia rewards points used - C$6.11" in the Itinerary details
and my Recent Expedia rewards activity shows point redeemed for Itinerary # *** ONLY.
None of the above statement or records are found for Itinerary # ***
I screen cap the entire booking process up to payment for Hotel *** Kuala Lumpur, Autograph Collection please refer to:
"Price Nov 20.png",
"Price Nov 20 (2).png"
"Price Nov 20 (3).png"
Because I already use all my reward points for Itinerary # *** on, There is no option to click a button to turn the use of Rewards points on or off on the search page or billing page.
YET member pricing STILL shows C$66/night meaning this price is without the use of Expedia reward point adjustments.
Finally please compare day by day rate screen cap between
"Original Itinerary w day breakdown.png" to
"Price Nov 20 (3).png"
The daily price back on Oct 20 range from $80.25 to $86.58, compare to $63.22 to $71.66 on Nov 20th
and again my original book was paid with member pricing 33% off WHICH IS THE SAME DISCOUNT shown in the Nov 20th pricing without the use of reward point like you initially claimed.
Yet I paid $379.67 on Oct 20 but on Nov 20 it is 308.02.
All I am asking is to be treated fairly for this price adjustment, to amend from a price match of C$30.67 to C$71.65.
I believe I have strong evidence and proof to counter your reasoning here.
1. The Hotel base price is NOT prior 33% adjusted per ("Price Nov 20.png")
2. NO reward points was ever used to book Itinerary # *** per ("Expedia pt record.PNG")
Regards
November 24, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia Case O-XXXXXX
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number XXXXXXX).
We understand with the additional comments, that *** is stating the screenshot showing member pricing was not due to points, and stated that the original reservation had member pricing.
We were able to verify that the pricing was lower on the second claim, the room was available for booking and the match was even. We apologize for the error and any inconvenience.
The original Hotel Price Guarantee request that was approved on 31 October 2018 is still active for review for after travel is completed. For the second claim, we refunded the difference between the two claims in the amount of C$23.91. The refund time frame varies based on the processing time of the credit card company.
We also provided an additional hotel voucher worth up to C$50.00 to the account that is available now. The terms and conditions, as well as the validity, may be reviewed by logging into the Expedia.ca account, going to Account and then Vouchers.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Customer Service
(The consumer indicated he/she ACCEPTED the response from the business.)
This was a frustrating experience to get Exepdia to finally understand that my price match request is completely relevant and legitimate.
I am glad Revdex.com is able to assist in this dispute, I hopes that Expedia can learn from this and ensure they investigate price matching request in proper manner.
I received a call from Expedia Canada, notifying me that our return flights from Puerto Vallarta had been cancelled by ***, citing "safety concerns"... this flight was scheduled for March 13/2019!!! What safety concerns could possibly be considered five months prior? I've since done some research and discovered that this original itinerary is being sold at 10 times the price we paid for our tickets and our "credit" will not be returned for 6-8 more weeks! I then attempted to speak to an agent to find an alternate flight home. ***.*** After several frustrating 'Can you repeat that, please"?, I finally gave up and booked a flight directly with the airline we chose. I've been a staunch supporter of Expedia Canada for the past decade but this is totally unacceptable!
I made a reservation for a cruise on ***. On the website there were 3 different rates for the cruise I was booking. I chose to book the rate which had special promotions attached to it (over $2,000 value). After I finished the reservation the confirmation email I received did not include the promotions. I called expedia and the cruise line to confirm I was receiving the promotions. They said it was a website error and the promotions should not have been included. They would not honour what the website said so I cancelled the cruise. I've tried to talk to *** about the error and no one will look into it for me. I have screen shots proving the offer was on the website including a time and date stamp and no one will even look at them as they do not want to admit an error was made.
I still want to go on the cruise and I want expedia.ca to give me the promotions the website promised for the original price I paid. Two days later the cruise is still available at the price I paid but without the special promotions which come to over $2,000 in value. Please provide an email address where I can send the proof that I have. Thank you.
November 5, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia.ca Case: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number XXXXXXX) regarding a cruise reservation. We understand that Mr. is seeking to purchase a cruise at the original rate seen on Expedia's website, with the inclusion of an extra at no additional cost.
Our records indicate that Mr., or an authorized account user, self-booked on Expedia Cruise Ship Center's website. The cruise was booked with Holland America aboard the Nieuw Amsterdam ship for a 14-night Caribbean Cruise departing on December 23, 2018, and returning on January 6, 2018.
On October 21, 2018, Mr. contacted the local Cruise Ship Center's Office regarding a discrepancy in his booking. He spoke with a Cruise Ship Center representative who explained a discrepancy in the amenities booked, associated with a price increase. After conducting further research, Mr. was provided the options to either rebook at the correct pricing of his desired cruise or cancel the cruise for a full refund. Mr. chose to cancel his cruise reservation and a full refund was issued back to the original form of payment. Expedia's Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:
LIABILITY DISCLAIMER
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, the Expedia Companies and Expedia Affiliates do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Expedia, Inc. expressly reserves the right to correct any pricing errors on our Website and/or pending reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your pending reservation at the correct price or we will cancel your reservation without penalty.
While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor his request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Expedia is not acceptable. They should be responsible for the pricing and promotions that were offered at the time of my booking. The liability waiver means nothing to me as it was written by Expedia's legal team so they can cover their mistakes. With the amount of competition there is in the travel industry right now, I was hopeful that Expedia would want to keep a very loyal customer as myself. For the past 10+ years I have booked all of my vacations (over 30) with Expedia. I am certain the commission they made off me during that time would make up for the difference in pricing. I only cancelled the vacation because the extra promotions made up for the increase in pricing during the peak travel period I booked. The discrepancy in amenities booked was an error on the Expedia website and not my error. Therefore Expedia should have listened to my concerns, asked to see my proof which I still have, including screenshots of the pricing and amenities included on the date I booked. No one at Expedia would even agree to see my proof of pricing but chose to believe a computer over a person. I still want the cruise at the original price I paid, with the Explore 4 package included and ask Expedia to contact me directly so I can show them the proof of pricing. I spoke with several people at Expedia to try and resolve this before I came to the Revdex.com but the only option they provided me was to pay more or cancel. I still do not understand how they can neglect to honour an advertised price and promotions.
I had a big disappointment using Expedia service for a car rental service in Bucharest. I lost a substantial amount of money by using Expedia.ca . Nor Expedia.ca nor *** VISA wanted to offer any support or assistance ;-). I'm one of the people defrauded by *** Otopeni (Bucharest Airport). If you want to rent a car in Romania DO NOT EVER use Expedia.ca service.
Extremely poor customer service. Very unreliable, not honoring reservations.
My complain is against Expedia.ca false price advertising practice.
In march 2018 I reserved a rental car for my summer vacation in Romania through Expedia.ca. The total cost of the car reservation was C$382.85. I declined any kind of auto insurance offered by Expedia.ca having a VISA credit card that covers that.
In August 15th 2018 I visited Romania and I rented the car already booked from the company named ***, Bucharest.
In order to get the rental car I had to authorize 2 transactions:
Transaction 1: 1,290 RON or CAD $430 - around $48 more expensive than Expedia.ca booked/agreed price but I accepted. (Exchange rate 1 $CAD =3 RON )
Transaction 2: 7,758.40 RON or CAD $2,563.13 . I asked what is this huge money amount for and I was told that is a DEPOSIT hold by car rental company till I return the car undamaged back . Being just a "DEPOSIT" I authorized the transaction. Then I was asked to sign the contract which I did having no clue that I was actually ***. I realized that way too late after I researched "***, Bucharest" on the internet. It was way too late. I called them and emailed them but there was no way to get a resolution.
***
I tried to get some help from ***, my credit card company without any success.
I also tried to get help and understanding from Expedia.ca, no success at all.
I still can not imagine that a company advertised on Expedia.ca would be able to pull such a stunt. They ruined my vacation.
I believe that Expedia.ca is responsible for hosting that kind of company on their website. I relied on Expedia's name and reputation when I made the reservation. They definitely let me down.
Sincerely
Yes, I would like to request a refund from Expedia for the difference in the estimate $382.85 and what I was really charged $2563.
October 26, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia Case #: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ca regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number XXXXXXX) about a car rental reservation. We understand Mr. is seeking a refund of additional charges assessed by *** beyond the Expedia.ca rental estimate.
Our records show that on April 29, 2018, Mr., or an authorized account user, self-booked a car rental reservation using Expedia's website, under itinerary XXXXXXXXXXXXX. The reservation was with *** in Romania, scheduled for August 15, 2018, to September 5, 2018.
We have verified that on September 21, 2018, Mr. contacted Expedia's Customer Service Center for refund assistance after *** charged additional fees. After reviewing the copy of the rental agreement provided by Mr., we were able to confirm he agreed to three additional charges upon picking up the vehicle. These charges were for optional rental insurance at 4510.48 RON, Romania sales tax at 1238.74 RON and a renter's deposit at 1290.00 RON, for a total of 7039.22 RON.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia's Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Additionally, the *** Rules and Regulations state:
ADVISORY
ADVISORY: CHARGES ASSOCIATED WITH THE BASE RATE ARE THOSE WHICH ARE APPLICABLE AT THE TIME OF BOOKING AND COULD BE SUBJECT TO CHANGE. ONLY THOSE CHARGES LISTED AS MANDATORY ARE INCLUDED IN THE TOTAL RATE FOR THE DISPLAYED RENTAL.
COLLISION DAMAGE WAIVER
LOSS DAMAGE WAIVER (DAMAGE PLUS THEFT) OR LDW IS NOT MANDATORY. LDW COST BETWEEN. 9.25USD PER DAY TO 29.95 PER DAY AND REDUCES THE RENTER FINANCIAL RESPONSABITY FOR THE RENTAL VEHICLE BETWEEN 0.00USD AND 1500USD BASED ON THE VEHICLE TYPE AND SELECTION. IN THE EVENT OF ACCIDENT ANY DAMAGE OR THEFT WHATEVER THE CAUSE OR WHO IS THE FAULT EVEN IF THE CAR WAS UN- ATTENDED THE DRIVER MUST OBTAIN THE RELEVANT REPORT FROM THE ROMANIAN POLICE. FAILURE TO DO SO OR FAILURE TO PROVIDE A CORRECTLY COMPETED POLICE REPORT TO THE RENTAL AGENT ON RETURN OF THE VEHICLE WILL VOID THE LDW INSURANCE AND THE DRIVER WILL BE LIABLE FOR THE TOTAL COST OF THE DAMAGE UP TO AND INCLUDING THE FULL VALUE OF THE VEHICLE, INCLUDING LOSS OF USE, ADMINIS- TRATIVE COST AND DEPRECIATION. TO DECLINE THE LDW, THE CUSTOMER MUST EITHER A U.S ISSUED GOLD/PLATINUM MASTER CARD OR A CANADIAN ISSUED GOLD/PLATINUM VISA CARD, AND PROVIDE WRITTEN PROOF BY THE CREDIT CARD INSURANCE COMPANY THET THE CARD HAS RELEVANT COVERAGE FOR ROMANIA.
INSURANCE
LAIBILITY INSURANCE-THIRD PARTY PRIMARY LIABILITY IS INCLUDED IN THE RENTAL RATES. HIF - IS A OPTIONAL WAIVER FOR RENTERS THAT CHOOSE TO SELF INSURE. HIF WILL COVER RENTERS RESPOSIBILITY DEPOSIT UP TO FULL VALUE OF THE VEHICLE. RENTER WILL HAVE A 1000 USD DEDUCTIBLE AND BE PROVIDED ROAD SIDE ASSISTANCE. IN CASE OF ACCIDENT RENTERS INSURANCE COMPANY WILL BE BILLED DIRECTLY FOR AMOUNTS OVER 1000 USD. (IF THE LOSS IS BIGGER THAN 1000 USD RENTER WILL BE BILLED FOR 1000 USD AND THE REMANING AMOUNT WILL BE BILLED TO HIS INSURANCE COMPANY). THIS COVERAGE IS OPTIONAL AND IS VALID ONLY FOR DRIVERS THAT RESIDE IN THE UNITED STATES AND CANADA. CANADIAN INSURANCE COVERAGE DECLARATION PAGES MUST BE IN ENGLISH. THIS COVERAGE DOES NOT COVER TIRES OR WINDSHIELD. HIF COST IS 6.95 USD PER DAY.
Expedia advocated on Mr. behalf by reaching out to *** to request a refund of the aforementioned charges. Regrettably, the car rental agency declined our request for a refund, stating that Mr. accepted the rental contract.
While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mrs. Adams,
Thank you very much for your answer.
I would like to UNDERLINE a few facts that you might have missed:
1. So far there are more than 100 people who were *** by *** Bucharest Otopeni in the last 2 years alone. ***
2. Expedia.ca is still doing business with the same *** as today November 1st 2018. The Romanian *** are still operating/*** other poor people under Expedia.ca umbrella, under a different name now: "***". ***.
(just try to book a car on Expedia.ca, location Bucharest Otopeni airport and AUTOMATIC TRANSMISSION as key words; the *** will come on right top of the search results with a ridiculous low price!).
3. "No surprises! Here's a breakdown of your price:" this is the false assurance/promise of Expedia.ca when you book the car online on the website.
4. The premium credit card I used to book the rental car offers FREE CAR RENTAL COLLISION. Why would I or anybody else buy extra/additional insurance for a thousand dollars or more?
I still believe Expedia.ca is responsible for my loss, CAD $2180. ($2563-the real cost I paid less $383-the advertised cost on Expedia= $2180)
I would like Expedia to:
1. Chip in for my loss with at least 50% of what I paid
2. Completely remove "***" from their website, now and in the future
Sincerely
November 12, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia Case #:***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response and/or resolution offered.
We acknowledge the Mr. concerns with *** in Romania and have escalated his comments to an internal department for review. In respect to Mr. request for compensation for 50% of his car rental expense, per our previous reply, Expedia is unable to provide compensation regarding this matter.
Again, we thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
On Sept 16, 2018, I was using Expedia.ca to book a Christmas Vacation from St.John's, NL to Fort Meyers Florida. I am a frequent user of Expedia and have booked many trips over the years. In this case, on my *** the trip which included 3 airline tickets, rental car and hotel for 10 days displayed at $5,303.47. I did not book at that time as I was out of town at a sporting event. On the way back to my home while stopping for lunch- I used my *** again and it now showed approx. $7400 for the same trip. I tried again on my PC a little later and it showed approx $7400. That night while leaving for Ireland for Business, I explained to my Colleague the issue and he said try his PC. I used that PC and the cost was $5303.47 again- I reviewed for accuracy, currency, etc and accordingly booked it. I did get a confirmation back from Expedia via email that indicated the following itinerary number XXXXXXXXXXXXX, but said car rental only- not the flight, hotel, etc. I left it at that and boarded a plane for Ireland. On Thursday Sept 20, 2018, I checked my Credit Card Statement and it indicated $7400 for the trip. I called Expedia and they said that price was shown to me and it is my error- wrong currency was selected. I asked the Customer Service agent for a copy of the transaction confirming that but he said he had it but could not send/share. The customer service agent offered me $200 to compensate for this issue- I did not except. On Sept 16, I also attempted to book a business trip from St.John's Nl to Deer Lake Nl via expedia but web site would not confirm and price would fluctuate on each confirm command going into a virtual loop. I left it at that. I tried again on Sept 21, 2018 to book the Deer Lake trip- same issue. I called Expedia and they indicated it was a software issue on there end, they were dealing with and she booked it for me over the phone. I suspect the same issue was present for my Florida trip leaving me out of pocket $2100 - can you help me recover these funds. The basis of my complaint is that upon booking- I was not prompted this was in US Funds and to compound matters, the email provided to me from Expedia for confirmation indicated a Car Rental Only, it did not reference the flight or hotel.
I would like to be reimbursed the $2100 I am out of pocket and proceed with the booked vacation or cancel the trip altoghther and be reimbursed the full amount, approx$7400.00
October 4, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia.ca Case: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ca regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.ca is responding to the consumer complaint from Mr. *** (Revdex.com case number XXXXXXX) regarding a package reservation. We understand that Mr. is requesting a refund for the difference between two currencies.
Our records indicate that on September 17, 2018 Mr., or an authorized account user, self-booked on Expedia.com, under itinerary XXXXXXXXXXX. The tickets were issued by *** for the outbound, traveling from St. John's, NL Canada, to Fort Myers FL, departing on December 26, 2018 and returning with *** on January 5, 2019. The package also included a hotel stay at The *** Fort Myers/at The Forum, and a car rental in Fort Myers FL, reserved with ***. both for check in/pick up on December 26, 2018 and check out/drop off on January 5, 2019.
Per Mr. case history, on September 21, 2018, he reached out to our Customer
Support Center to discuss the fact that he was charged in US dollars and not Canadian dollars. At that point Mr. was advised by our representative that he agreed to purchase his package in US currency.
After, pulling Mr. online booking session, it was determined that he booked his package on Expedia.com and not Expedia.ca. As this is a US based site, he was billed in US dollars. These specifications regarding currency are disclosed on the website before submitting payment information. Expedia is not responsible for any conversion fees assessed by Mr. banking institution.
In addition, Expedia is part of a global travel company who provides services for millions of customers around the world on a daily basis. To support every customer's needs, we utilize equally diverse websites which offer prices displayed in local currency. Our global websites can be accessed by going to the home page and scrolling to the bottom. Once a site is selected, our customer will be redirected to the website a customer wishes to book travel.
Prior to booking, Mr. was advised on these cancellation policies, see below:
Departure Flight Terms:
Tickets are nonrefundable and nontransferable. Name changes are not allowed.
Please read the complete penalty rules for changes and cancellations or charter contract (Opens in a new window.).
Please read important information regarding airline liability limitations (Opens in a new window.).
Prices may not include baggage fees or other fees charged directly by the airline.
Fares are not guaranteed until ticketed.
Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person.
Return Flight Terms:
Tickets are nonrefundable and nontransferable. A fee of $200 per ticket is charged for itinerary changes. Name changes are not allowed.
Please read the complete penalty rules for changes and cancellations or charter contract (Opens in a new window.)
Please read important information regarding airline liability limitations (Opens in a new window.)
Prices may not include baggage fees or other fees charged directly by the airline.
Fares are not guaranteed until ticketed.
Federal law forbids the carriage of hazardous materials aboard aircraft in your luggage or on your person.
Important hotel information:
The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
No refunds will be issued for late check-in or early check-out.
Important car information:
Your rental may have mandatory, local insurance requirements (Opens in a new window.) that result in additional charges at the time of rental.
Cancellations can be made free of charge up to and including the day prior to your pickup date, and your card will be refunded in full.
No refunds will be offered on unused rental days.
The total price includes all mandatory taxes and fees
In reference to the difficulties that Mr. experienced in an attempting to book a trip to Deer Lake NL, Canada through Expedia.ca, he stated that he was unable to confirm that reservation due to a price increase. Prices and inventory are subject to change at any moment during a customer's online purchase, thus causing a delay in securing a reservation. However, after the inventory and pricing of a particular product is updated, a customer should be able to complete their purchase at a later time.
While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia.ca is unable to honor his request for compensation.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi
I disagree with this assessment. I am a very frequent user of Expedia and am well aware of nuances of currency. I believe any reasonable person would have made the same mistake as I would have as I did not see any indication this was in USD. I did query a copy of the screen shots illustrating USD but expedia would not provide them and indicated I would have to subpoena them in a court of law which is very harsh as one individual with limited resources trying to right a wrong doing against a Multi-National Company bearing resources that any one individual would not be able to equitably defend it self against. The inequity and unwillingness to help or be transparent is very disturbing.
October 17, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia.ca Case: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. ***, we regret to hear he wasn't satisfied with our response and/or resolution offered.
Expedia.ca is responding to the consumer complaint from Mr. (Revdex.com case number ***).
In reference to Mr. online booking session, it was determined that he booked his package on Expedia.com and not Expedia.ca. As this is a US based site, he was billed in US dollars. These specifications regarding currency were disclosed on the website before submitting his payment information. Expedia.ca is not responsible for any conversion fees assessed by Mr. banking institution.
As Mr. has requested a copy of his online booking session for verification purposes, Expedia.ca is unable to honor his request without a subpoena of records. Based upon the following Expedia.com Privacy Policy:
We also may share consumer information: In response to subpoenas, court orders, or other legal process; to establish or exercise our legal rights; to defend against legal claims; or as otherwise required by law. In such cases we reserve the right to raise or waive any legal objection or right available to us.
When we believe it is appropriate to investigate, prevent, or take action regarding illegal or suspected illegal activities; to protect and defend the rights, property, or safety of our company or this website, our customers, or others; and in connection with our Terms of Service and other agreements.
We understand Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above, Expedia.ca is unable to honor his compensation request.
Again, we thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
Hello,
Itinerary #XXXXXXXXXXXXX
19 Sept 2018
We have booked and fully paid for 2 nights at Hotel ***, Paris. Upon our late arrival our room was sold to someone else and hotel advised us that its normal practice from Expedia if customers with paid rooms show up late that hotel is allowed to resell your room to other people.
After I spent 2 hours on the phone with Expedia they were still trying to convince me that if we do not show up on time at posted check in time the meaning of that is "changed reservation" and our booking was not allowed to be changed.
We did not wanted to change anything, we did not phoned and tried to change anything we wanted to keep our Hotel for the same days as it was paid for.
I'm a Gold member at Expedia and I spent a lot of money buying tickets and hotel using Expedia services and never ever had issues like that.
No where in the world if you have booked and fully paid for something: Product, reservation or anything it can be resold. Just because someone has created a "meaning" of changed reservation if you dont make it to check in on time your reservation is canceled and for all nights you paid for its gone.
Its just not right to pay for something and to receive it.
We end up booking another hotel and had to pay double the amount that we have already paid.
I want to get a full refund on Itinerary #XXXXXXXXXXXXX.
October 8, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia.ca Case: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ca regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.ca is responding to the consumer complaint from Ms. *** (Revdex.com case number XXXXXXX) for a hotel reservation. We understand that Ms. room was unavailable upon arrival which caused the customer to book another hotel reservation.
Our records indicate that on August 31, 2018, Ms., or an authorized account user, self-booked on Expedia.ca, under itinerary XXXXXXXXXXXXX. The hotel stay was at Hotel *** in Paris, France checking in on September 19, 2018, to checking out on September 21, 2018.
Per Ms. account history, On September 20, 2018, she contacted our Customer Support Center to inform Expedia.ca that The Hotel *** no longer had an active reservation for her. It was recorded that Ms. arrived nearly 24-hours post check-in. The customer's room at that point was no longer reserved for her since the customer arrived the following day.
If one of our customers had a delay in their trip plans, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at the time of delay. However, we do not show that Ms. communicated her issues with the hotel to Expedia.ca until September 20, 2018.
Expedia.ca serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia.ca does not own, operate or otherwise run any hotels. Additionally, Expedia.ca's Terms of Use, which were agreed to by Ms. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia.ca Companies or the Expedia .ca Partners. The Expedia.ca Companies and the Expedia.ca Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia.ca Companies and the Expedia.ca Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia.ca is unable to honor her request for a refund.
However, Expedia.ca has provided the customer with a hotel voucher of $100CAD, which can be used as a discount off of a," pay now", hotel on our website. This coupon must be redeemed within 12-months for the issue date and is available inside her Expedia.ca account for immediate use.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello ***,
Yes we understand that your company is not responsible for anything to do with our booking, but on your website and in our invoice it does not state that we must advise Expedia if we are running late or arriving late, infect our Confirmed and fully paid reservation indicates that it is Guaranteed for a late arrival. As far as I understand the definition of this term is dont need to advise that we are arriving late.
Im an Expedia's Gold Member and last time I was checking I have spent over $10000 in bookings with Expedia, possibly take into consideration at least for your loyal clients and reconsider your offer as I spent almost 2 hours with your client rep while trying to explain the unlawful act done by the hotel and we have spend more time to figure out who is right or wrong in this situation. Thank you
October 31, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia.ca Case: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Ms. *** we regret to hear she wasn't satisfied with our response and/or resolution offered.
Expedia.ca is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) for a hotel reservation. We understand that the customer is requesting a refund for the hotel reservation.
On October 31, 2018, we advocated on Ms. behalf by contacting the Hotel *** to request a full refund. That request was declined by the hotel since it was recorded that Ms. arrived nearly 24-hours post check-in.
As Ms. stated arriving slightly later than anticipated does not typically require notification to all parties involved. However, when exceeding the maximum same-day check-in time, this can cause a customer to endure penalties, without prior communication.
In consideration of Ms. account status Expedia.ca provided the customer with a hotel voucher of $100CAD, which can be used as a discount off of a," pay now", hotel on our website. This coupon must be redeemed within 12-months for the issue date and is available inside her Expedia.ca account for immediate use.
While we regret Ms. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia.ca is unable to honor her request for a refund.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team
We had a terrible experience of booking cancellation by Expedia without any notice.
I booked *** by *** at Expedia.ca with Itinerary #
XXXXXXXXXXXXX in advance for 8/2-8/3/18. But *** called Expedia directly without any notice to me to cancel my appointment on Aug 2 by breaking the contacted cancellation procedure. Expedia agreed to find another hotel for me, but I hold my phone for 2 hours calling without any result and the phone was transferred to different department only and hanged off. I could not find any accommodation in Golden and had to drive 5 hrs with the family: grandma and little daughter to another city by 3:00 am. Expedia didn't accept my complaint but just said sorry only. I am so disappointed what Expedia.ca and *** did.
My husband and I booked a surprise family vacation for our little ones to Disney, Universal, and Knottsberry farm through Expedia. CA
We have been loyal customers and always book our annual vacations with Expedia for over a decade. I booked our passes for Universal and Knottsberry farm from Aug 26-28. All of our passes came out as only valid August 26th. I spoke to a few representatives supervisor Amir, and manager Lamar. Not one would allow us to use our passes on a separate day only on the 26th.
We were not asking for a refund just a 2 day window to use our passes. I was treated with such disrespect from the manager. He told me that they are not the FBI so they cannot look into it. I requested a ticket # and the names of the representatives that I spoke to over the last few days. He informed me I would need a supenia and take them to court. We were just asking for an extra day to use our tickets as we cannot be in 2 different cities at the same time. I have never felt like my business didn't matter as much as I did after that conversation. I will never use Expedia for our travelling needs again.
We stayed at the *** Hotel in Winniepg, booked 2 nights on Expedia for $144.00/Canadian (we double checked an it definitely said CDN) but my Visa was charged the US rate ($100. more). Expedia told me to talk to my bank? I charged it to Visa, this has nothing to do with my bank. From now on, I will call the hotel directly and bypass Expedia, *** and all those agencies that are owned by the same business organization who collect fees for each booking. This is unnacceptable.
I have travelled to Europe for that last forty years almost yearly. All my flight purchases have always included luggage allowance.
Yesterday, when I began getting ready for my trip, I checked my confirmation and wanted to validate the amount of weight allowable. It did not mention anything about luggage weight.
Instead of contacting Expedia, I contacted the Airline that I'll be travelling with (***). They advised that I did not have any luggage allowance. They indicated that this was odd, but I had to deal with Expedia to get this resolved.
I called Expedia. I called a total of 3 times between 9am and 2pm. I was told that there were system updates being made, and that they could not help me. Finally I called back at 5 pm. I was put through to someone in Cairo,Egypt who indicated that I did not buy luggage allowance.
I escalated this matter to their supervisor. Upon waiting 4 hrs (and multiple calls, as my call got disconnected and they did not call me back, at which point I had to start over), I was told that this is what it was, and that I could not raise the concern to anyone any higher. ***
I indicated to the multiple people whom I spoke with that my booking did not advise me that I had to buy this separately, nor did it allow me to do so. When travelling, especially on a 7hr flight to a destination for a month with a family of five, I don't think it is a misunderstanding on our part that luggage allowance is included. It has always been included. This is not a small, discount carrier that charges for everything in addition to the flight, including using the bathroom. *** representative defended that this is not their doing, but Expedia's.
My main concern is that I feel I was deceived by their sales practice. I input into their website the dates, destination and number of people flying. I was given a final price. If I do this on their competitor's websites, I get a final price that includes luggage allowance. Their site, not only gives me the final price, but nowhere does it mention that luggage allowance is not included, nor does it even notify me that I can/should buy this in addition. The consumer is tricked by the lower price, and then faces a huge increase in their travelling bill when they have to buy the luggage allowance in addition to the flights.
I would be glad to see that they have this option, to keep costs down for those that want it. However, nearly everyone that travels carries some sort of luggage/carry on. This option should be disclosed in a very obvious manner, not in the fashion that they have it.
I have now had to spend an additonal $1100 on top of my 5 flights to purchase luggage allowance. I would like some sort of refund from Expedia for this additional charge. I would also like them to improve their sales practice to avoid having this happen to anyone else.
August 13, 2018
Revdex.com
Central Ontario
Complaint Department
RE: Expedia.ca Case: O-XXXXXX
Dear Revdex.com,
Thank you for taking the time to contact Expedia.ca regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.ca is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.ca is responding to the consumer complaint from Mr. *** (Revdex.com case number XXXXXXX) regarding a flight reservation.
Our records indicate that on December 26, 2017, Mr. self-booked a flight reservation for five travelers using Expedia.ca's Mobile App, itinerary XXXXXXXXXXXXX.
The tickets were issued by *** Portugal, traveling from Toronto, Canada to Lisbon, Portugal, departing on July 28, 2018, and returning on August 27, 2018.
We understand Mr. is requesting compensation for costs incurred due to baggage fees associated with this booking.
Our records indicate that on July 26, 2018, Mr. contacted Expedia's Customer Service Center in regard to this issue., Our representatives directed the customer to where he can locate the baggage information.
We have confirmed that during the booking process consumers are provided with estimated baggage fees by the operating carriers on their flights (in this case *** Portugal) as part of their booking details. The following is an example of the estimated fees listed under the flight details when booking a flight reservation with *** Portugal on Expedia's website:
Bag fees
Estimated baggage fees charged by *** Portugal (Please confirm with airline)
Carry on: No fee
1st checked bag: C$112.00 - C$305.00
2nd checked bag: C$112.00 - C$305.00
Baggage Information: https://www.flytap.com/en-ca/baggage
While we regret Mr. experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor his request for compensation.
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
***
Corporate Correspondence Team