In September 2019 I booked a flight through Expedia for March 2020, but the flight was completely cancelled due to the pandemic. I have since called Expedia to verify that I have a flight credit and that I can rebook a flight through them (wish they said I could). When I called them yesterday I was told that I could not book a flight because prior to the pandemic *** Airways had canceled my return flight and then issued me a new ticket (which I was not charged for). However, when I called *** Airways they told me that they cannot book my flight because I did not purchase the ticket through them and that it has to be rebooked through Expedia. *** Airways gave me a number to give to Expedia so that they can resolve the issue. My problem is that when I called months ago to verify my flight credit and make sure I would have no issue rebooking flight Expedia did not inform me of any difficulties they may have with rebooking so that they could be rectified earlier. Thanks to this, I am unable to book my flight for the dates that I had planned and may be even furthered delayed. They refuse to give me a refund, yet can't seem to use my flight credit to buy a new ticket. It does not make sense for me to try to rebook a flight to *** Airways when they did not carry out the transaction.
Expedia.com Response
• Aug 31, 2020
August 31,
2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint
Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) would like to use the credit or receive a
refund. We understand that Ms.
wants to exchange the ticket or to receive a refund of the credit.
Our records
indicate on September 13, 2019, Ms.or an authorized user of the Expedia account self-booked one roundtrip
flight on *** Airways departing on September
21, 2020 from New York, NY, USA to Prague, Czech Republic, returning on December 14, 2020,
via ***.
We
can confirm on March 3, 2020, Expedia sent the customer an email advising *** Airways had made a change to the upcoming trip and the original flight options
were no longer available. Expedia asked
the customer to choose an option or contact Expedia and cancel. The customer replied and chose option number
one.
From
June 10, 2020 through August 31, 2020, the customer called in wanting to book another reservation using the credit. Our representative reviewed the policy and
advised the customer is eligible for the credit. On of our representative advised the customer
to contact *** Airways. Another representative advised a future travel credit of $576.56
can be used to rebooking and our representative rebooked the
customer on a flight departing on September 21, 2020, returning on December 13,
2020 with the same routing.
After further review on August 29, 2020, the customer called in wanting touse the future travel credit for travel dates September 21, 2020
through December 13, 2020 with the same routing. The customer was advised there was a add
collect of $556.22 and no exchange fee, to which she agreed to. The ticket is in the process of being
exchanged.
Please note that 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. *** Airways was the operating carrier and merchant of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. Additionally, at the time of booking Ms.
accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND
RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and
conditions carefully. In particular, if you have purchased an airfare, please
ensure you read the full terms and conditions of carriage issued by the travel
supplier, which can be found on the supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Our Terms of Use further provide: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 Partners. The Expedia Companies and the Expedia
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 Companies and the Expedia 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.
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, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 31, 2020
Hello,
I filed a complaint about an issue was having with Expedia (on August 31st). The issue has now been resolved. My complaint ID is ***.
I had a trip to Paris, France scheduled for May 2020. I paid for my trip in full, as required. Expedia notified me 2 weeks before my trip it was canceled. They have since refused to issue me a refund for my hotel. I live in Dallas, Texas and have no plans to go to Paris, France anytime in the foreseeable future. They say they are able to give me a voucher only to only be used at the hotel in Paris, France I originally planned for May 2020.
This is pure theft. They are keeping my money, knowing full well I will never be able to use the voucher. I emailed the company CEO Peter Kern. He had a staff member email a voucher was the best they could offer. I paid Expedia money and expect money back.
Expedia.com Response
• Aug 30, 2020
August 30,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***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 *** (Revdex.com case number ***) regarding a refund. We understand
from Ms. complaint that she wants a
refund for her unused non-refundable hotel reservation, instead of a voucher.Our records
indicate that on July 15, 2019, Ms. or an
authorized user of the account booked a travel package, online via Expedia.com,
to Paris, France for travel May
16 to May 23 2020. The package reservation included a roundtrip flight
departing on May 16, 2020 from Dallas,
TX to Paris, France via *** Airways, and
returning May 23, 2020. The travel package booking also included a 6-night stay
at *** for check in
on May 17, 2020, checking out May 23, 2020. Total cost of the package was $4,379.98.At the time
of completing her booking on our website, Ms. agreed to
our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.The room type and rate
selected are non-refundable. Should you change or cancel this reservation for
any reason, your payment will not be refunded.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on May 14, 2020, Ms. called in to
request a refund for their flight tickets. Then assisting Expedia agent
documented that the customer declined a future flight credit and insisted in getting
a refund. The following day, May 15,
2020, Ms. called in to request a refund for her
non-refundable hotel reservation. Expedia agent attempted to contact the hotel,
but with no success. On the same day, an email was sent to Ms., advising that a hotel
voucher has been issued, for her unused non-refundable hotel reservation. On May 26,
2020, a refund follow up call was made by Ms. for her flights and non-refundable hotel reservation.
Then assisting agent documented that customer was not okay with both the future
flight credit and the hotel voucher offers.And on May 29, 2020, customer called in to
follow up on her refund request. On the same day, an Expedia agent processed a
$3,099.05 refund for the flight tickets and advised that a hotel voucher has
also been applied on the account. Follow up calls
were again received from Ms. on June 23 and
24. On both occasions, Expedia agents have advised the customer that only the
hotel voucher can be offered for her unused non-refundable hotel reservation.Additionally, on
August 26, 2020, Ms. called in to follow up on the refund. An
Expedia corporate customer service agent documented that customer was again
advised that a hotel voucher, equivalent to the value of the hotel reservation,
was already applied to the account. The customer was also advised that no
refund will be processed based on the hotel booking cancellation policy. After further review we can confirm that on August
28, 2020, another Expedia corporate service agent documented that a reply was sent,
to a complaint received regarding customer receiving a voucher instead of a
refund, stating a voucher was the only option that can be offered. Please note that 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 hope Ms. understand that we must adhere to the rules and
regulations of the air carrier, including their cancellation and refund
policies. Moreover, we are also
bound by the property's terms and conditions so we cannot process a refund for
any booking where the terms and conditions indicated no refunds would be
permitted.Based on the
above, Expedia is not able to honor Ms. refund
request. Ms. was shown and agreed to the booking cancellation
policy prior to booking. A hotel voucher, equivalent to the value of the hotel
reservation was however applied on customer’s account.
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,Rena
***Corporate
Correspondence Team
Customer Response
• Aug 31, 2020
Complaint: ***
I am rejecting this response because: I understood when I booked my trip, I would only not receive a refund if I canceled. In the instance, I DID NOT cancel. Expedia notified me the trip was canceled and there were unable to perform the trip in which I had paid.
Why should I pay for something in which they were able to perform. A voucher to a hotel I will NEVER be near or able to use is ridiculous. This is theft, pure and simple. Expedia is stealing money in this situation.
I plan to notify the attorney general's office in both my state of Texas and the state in which Expedia is based.
Purchased Tickets to Hawaii in Oct 2019 for July 2020. After the pandemic we understood that it might not happen. Expedia emailed us numerous times changing our flights (We understood). Then the hotel cancelled our reservation and refunded us right away. The airline also cancelled after the Hotel but they didn't refund because they wanted us to rebook. I called them (expedia) and asked them on June 25 if they can just refund us and they said yes because of all the changes and the hotel cancellation and that I had to wait for 8 weeks for the refund (understood with all that is going on in the world). 9 weeks later I called and was told that they had not done the refund yet because it was never submitted over to the airline. (so not the airlines fault but expedia) I am told I have to wait an additional 8 weeks. I was frustrated and asked if they can rush this since I have already been waiting 8 weeks. The gentleman told me he was not able to. Understanding this I asked to speak to someone that could possibly put a rush on it. I was transferred to his supervisor that was not overly rude but did cut me off a few times and called me Ma'am after I was upset. I have a very deep voice and I don't have a woman's name. she did apologize for it but really the level of customer service. I am told I have to wait an additional 8 weeks and that they are not able to do anything about it. She validated also that the refund was never submitted to the airlines but refused to call it an error on Expecia side. (???) This is an error on their side. Horrible to deal with.
On 8/24/2020 I’ve booked a room for one night at ***( Los Angeles area), through Expedia, my account was charged $79.14. So I’ve arrived to the hotel and the front hospitality worker had informed me that they were trying to get in contact with Expedia all day to inform them that they have been booked. He instructed me to call them. I’ve called Expedia and told the 1st agent the dilemma and she called to verify that the hotel was booked and I may have to get a refund which will take 30 days. I did get upset because it seems like she wasn’t trying to help. I informed her that I will be sleeping in the car and out of money, why not offer to book me another place. She insisted that I will have to get a refund, I asked to be transferred to supervisor. Spoke to supervisor and she tells me that the agent went to process the refund which I didn’t authorized. This supervisor was going to book me hotel but some how lines got disconnected. Called back explained previous conversation to 2 agent and she wasn’t trying to help me and stated that I won’t be able to get a refund. I got upset and asked to be transferred. Get to the second supervisor she didn’t help nor listed to me at all and she just refunded the money instead of booking me another room and hung up. I had to sleep in my car, wasn’t able to wash or sleep comfortably in a secluded area in LA.. poor customer service and non active listers with the exception of the 1st supervisor I spoke too
Expedia.com Response
• Aug 27, 2020
Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below. Findings: We can confirm our customer made a reservation on August 24, 2020 for a one-night stay checking in on August 24, 2020 at *** Los Angeles -Torrance a non-refundable change or cancel policy. Our customer arrived at the property some time close to 11:30 PM and the property had no room available. Our customer contacted our customer care to get assistance with getting accommodations. Our customer care contacted the property and was able to confirm they were sold out and the penalty was waived. The booking was cancelled, and 90.86 USD refunded to the method of payment used when booking. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. We were able to review the calls between our customer and our customer care. We appreciate our customer bringing this matter to our attention and will address the issues noted accordingly. As compensation to our customer we have issued a coupon code valued at 100.00 USD to be used on their next prepaid booking. The code has been sent to the email address associated to this booking and is valid for one year. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Customer Response
• Aug 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Booked a flight and a hotel. My flight was delayed causing me to miss my hotel reservation check in by one day. I called the hotel and was told no problem to change the reservation and they would not charge me for the night I missed due to it being out of my control. The clerk then realized I booked through Expedia and told me I had to call them. On the Expedia page it says no fees or penalties for changing the plan, however the hotel or airline may not agree. I was thinking all good I already talked to the hotel. Called Expedoa and was put on hold for 30 minutes. The man said he called the hotel but had to refer the case to his manager, he stressed to me not to call the hotel directly but to check in the next day as normal and they would handle it. Four days later I am told I will not be receiving the refund because the hotel denied it.
After driving 12 hours on August 19 I went to Expedia's site to find a room for that evening. I was very tired and may have missed the "default" date the application inserted so I ended up with a non-cancellable room reservation for August 26. I realized the mistake had happened shortly after booking the room and within a couple of hours tried to contact Expedia to correct the mistake. After an online chat, one phone conversation and multiple emails Expedia simply says its "strict contract" with the hotel prevents them from correcting the mistake and refunding the charge to my credit card. That's totally unacceptable and both Expedia and the hotel have lost a customer over this. I'm done using Expedia. I also have relatives who have had problems with Expedia when their travel plans have changed for reasons beyond their control. Use Expedia at your own risk!
Horrible company. I had to cancel a trip due to COVID. I called 43 times and could never get through. After 10 minutes on hold, I would be disconnected. I attempted to contact them through the website and phone app and those were down too. I eventually called directly to the hotel who cancelled and issued Expedia a refund. They refuse to refund me. Even though they got their money back, they claim it was not refundable and will be keeping my money.
I had purchase insurance in the case there was a problem and could not travel.
Now I am being confronted with the fact that the money I spent in the insurance it’s worthless. Why did I even pay an insurance for?
There is a global pandemic and we do not know when this will end. As of now, americans are not allowed to travel to Europe. How do they expect for me to show up anyways?
I had multiple reservations for September and had no issues with any of the rest of the hotels.
I am forced to report this to you, first for the insurance company, IAG and second Expedia. Why offer insurance if it doesn’t cover scenarios like this? GLOBAL PANDEMIC!!!
Expedia.com Response
• Aug 26, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 1, 2020 via Expedia website for arrival on September 7, 2020 and departure on September 9, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.The customer accepted these terms at booking and added the Travel Protection Hotel Booking Protection Plus provided by TravelGuard/Aon. Our customer service agents have reached out to the hotel via phone an email on several occasions requesting a waiver of the cancellation policy which, the hotel has declined. On July 18th the hotel did offer to provide the customer with a voucher for a later travel date within the next 12 months from reservation date. The customer refused the offer and requested we send her information for filing a claim with the insurance. Travel insurance is offered as a service to the customer. The customer is provided the information on the policy which is held by TravelGuard/Aon and given the opportunity to cancel the insurance within 10 days of booking should it not fit their needs or expectations.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.We suggest the customer review the insurance policy here: https://webservices.travelguard.com/*** and contact Aon Affinity at 1-855.334.3812 to discuss insurance coverage payment.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Aug 26, 2020
Complaint: ***
I am rejecting this response because:
What is the point for EXPEDIA to offer insurance WHILE you are doing the booking, if this is not going to serve the purpose of refunding the money?
US CITIZENS are NOT allowed to travel into Europe. How am I supposed to check-in into the hotel?
The only reason why I chose to PAY for insurance was to make sure I was covered in the case of cancellation. We are LIVING A WORLD PANDEMIC.
What else you need to justify my cancellation?
Why does EXPEDIA offer misleading insurance polices then?
On March 14th, 2020 I was booked for travel via Expedia.com to Ireland. This was to involve *** airlines. About 3 hours before my flight departed the Vice President of the United States of America made a national announcement that Ireland was being added to the travel ban list for Europe. I immediately began to try and contact Expedia and the airlines. The phones were so busy the line would not ring. I attempted to go to the airport and the airline said since I booked via a 3rd party that they could not do anything. I attempted to cancel my flights all the way up to my boarding time with no success. Several days later the phone lined for Expedia were still jammed up. I had no way to let them know about me not getting on that plane. It has been 6 months now with countless calls to Expedia and *** with no resolution. No credit, not refund and nobody cars. I spent $2300 on flights that I never made. Worse is that the airline points the finger at Expedia and Expedia points the finger at the airline. This must be resolved as I am not going to get robbed of $2300 due to a world wide pandemic. All I am asking for is a credit for travel.
Expedia.com Response
• Aug 27, 2020
August 27, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
We understand from Mr.’s complaint, he attempted to cancel a flight reservation before the flight departed and was unable to reach Expedia by phone. Mr. is requesting a full refund of the tickets he purchased.
After reviewing the complaint I contacted the airline which mentioned currently no refund has been authorized for the booking as they show the reservation was not canceled as Mr. mentioned. On August 12, 2020, the airline was contacted by Expedia and they suggested that the customer fill out a form on the link provided www.*** . The airline has indicated they will review the form once the customer completes it since currently they mention the ticket is considered lost value. Expedia is unable to provide any type of refund unless authorized by the airline.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter.
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 at 1-800-397-3342 for immediate service regarding this matter.
Sincerely,
Daniel *** Customer Correspondence Team
Customer Response
• Aug 29, 2020
Complaint: ***
I am rejecting this response because the issue is not resolved at this time. I did go to the *** website and submit the request for refund/credit as instructed by Expedia. But for now the issue is still not resolved so I cannot accept the response at this time. I hope the airline will do what is right and credit or refund me in full. We shall see...
I've spent over 3 hours trying to use a credit for an airline and they keep switching me to different operators that they have no idea why I was transferred. No one will give me their full name nor a badge number and all have heavy accents. THIS IS BY FAR THE WORST F'IN CUSTOMER SERVICE!!!!!!!!!!!!
Is Revdex.com even following up on these bad ratings? How are they accredited on here with an A+ rating? Their customer service sucks!!!!!!!!!!!!!!
I was planning to take my mom to Europe, but had to cancel the trip due to COVID-19, and Expedia refuses to refund, even though I can't even legally enter Europe right now. I understand that there is some risk when booking a hotel, but I contacted the hotel, and they're refunding to Expedia, and Expedia is keeping the money.
Expedia.com Response
• Aug 25, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on January 19,2020 via Expedia website for arrival on April 12, 2020 and departure on April 18, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our customer service agents were not able to authorize a refund due to the agreed upon policy of issuing a coupon for a later stay and the inability to contact the correct person at the hotel to approve a waiver and authorize a refund. We were able to get the verification to authorize a refund at this time.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $1014.32. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Customer Response
• Aug 25, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel with Expedia and a duplicate reservation was made with reservations.com. Both refused to refund my money for the duplicate room and all of my interactions with customer service representatives were completely useless and massively time consuming. I will spread the word and tell everyone I possibly can to NEVER use Expedia. This is fraud, Expedia shared my information with their sister company to collect an extra 700$.
I recently attempted to book a hotel reservation through expedia. We then needed to change our plans. When I went to cancel my reservation I found I did not have an email confirmation for my reservation, I then went into my itineraries on expedia and could not find the booking either. I then assumed my booking had not gone through. Prior to what would have been my original hotel stay I did not receive any of the usual emails regarding "my upcoming trip". This also lead me to believe my booking had not gone through. I later found my credit card was charged for a "no show" at the hotel. When I contacted expedia I was on the phone for over an hour and spoke to 3 different people. Each person was supposedly the previous persons supervisor. After explaining my story 3 times I was told there was "nothing they could do, it would be up to the hotel to reimburse me", despite the fact the hotel was in no way responsible for the mistake. Expedia also told me they had spoken to the hotel and my refund request had been denied. After later speaking to the hotel I found out this statement was not true as there had been no supervisor at the hotel that day who was authorized to approve or deny my request. Fortunately the hotel was very generous and agreed to refund my money. Will never use expedia again.
DO NOT use EXPEDIA.com! Book through the airline direct even if it costs slightly more. I booked our 20th anniversary tickets to Europe through Expedia.com. I also purchased what I thought would help in the event some issue arose, insurance for my ticket. That seems to not have helped! There is an old saying, what comes out of a person or company during a time of pressure is the truth. I paid for insurance to protect my trip for July 2020. Covid hit the US and I was forced to cancel the trip April 2020. Come to find out, Expedia's trip insurance company AIG Travel outsourced my insurance claim to AON. AON's representatives are not only rude, but seemed to be incompetent. It is now late August, AON pushed me back to AIG and AIG pushed me back to AON. No movement has occurred with AON and Expedia will do nothing to assist. For months, Expedia's customer service just hung up on me. Perfect in the time of need. My total flight cost was $1,950 that I can't seem to get back to use for a local vacation for my family! The airlines already refunded people for their trips and I have insurance on mine and cannot get the money back!!! I canceled and closed my online account with Expedia. Never again, this is for the reader, don't bother. I know this, attorney general is next if AON doesn't get this back soon.
I made a package reservation with Expedia. At the time of the reservation, I was given an opportunity to make seat assignments. I was able to do so for the outbound leg of the trip. At the time of booking, I was told that the seat assignments could not be done for the inbound flights. I contacted Expedia about two days later and after a long conversation it ended up that I could make the seat assignments but it will cost me extra money! I was advised to make the reservation 24 hours before the flight. I reminded the rep that is highly unlikely that we could get two seats together 24 hours prior to the departure. Since the extra charges were either hidden in small prints or were not provided, I gave Expedia two options, cancel the entire trip without any penalties or to pay for the seat assignments. The case was escalated for evaluation and I was promised a follow-up. I did not get an update so I contacted Expedia again and after explaining the scenario again, and more than an hour of wait I was told by the rep (Moris) that either I had to pay the cancelation or pay for the seat by myself, basically I was back at square one. He was not willing to listen and resolve the issue but firm on telling me how good he is with finding "facts". Furthermore, he refused to take my request and escalate the case, was condescending and considered his words to be final words on the case, and called the case resolved knowing well that I was not remotely satisfied with my choices. When I insisted on speaking to someone else he placed my call on a long hold. I can provide you with a screenshot.
I find Expedia practices of hiding or not disclosing all the conditions to be misleading and unethical, their customer service to be inadequate and rude.
Expedia.com Response
• Aug 27, 2020
August 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like to
cancel without penalty or have seats upgraded to Business free of charge.
Our records indicate on August 17, 2020, Ms. or an authorized user of the Expedia
account self-booked two multiple destination flights on *** departing on February
7, 2021 from Orange County, CA, USA to Geneva, Switzerland, returning on February
15, 2021, from Geneva, Switzerland to Los Angeles, CA, USA, with a seven night
stay at ***, via ***.
We can confirm on August 16,
2020, the customer communicated with our online CHAT, asked
how much it will cost to change the hotel to Hotel ***. Our representative advised there were no
available rooms for her preferred dates. The customer wanted the breakdown of the package. Our representative advised her of the package
price, the customer agreed and the reservation was unchanged.
From August 21, 2020 through
August 23, 2020,the customer called to confirm his seats. Our representative advised of the seat
selection. During one of the calls it
was escalated to a Supervisor. The
Supervisor investigated the creation of the reservation and advised the customer
during the creation of the reservation the system advised, “visit the airline's
website after you book for seat options." It was also verified that the return seat selection showed as
"any" when customer completed the booking. The Supervisor advised that
our site advised during the booking creation to visit the airline’s website for
seat options. The Supervisor advised the
customer there was no error on our behalf based on the investigation.
After further
review on August 27, 2020, Expedia
reviewed the Expedia account, *** Airline’s record and the notes on the
account. Our back office system shows
that our website advised the customer, “ visit the airline's website after you book for seat
options” and the return flight seat option
showed as “any”. The customer needed to
contact Crossair for the return seat selections. If Crossair charges the customer must pay their
charge seats.
Please note that 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. Additionally, at the time of booking Ms. accepted Expedia’s
Terms of Use, which expressly state:SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide: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 Partners.
The Expedia Companies and the Expedia 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 Companies and the Expedia
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.
Based on the above we are not able to honor the request for
cancellation without a penalty or upgrading the seats to business with a charge. 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, Di-Di
*** Corporate Correspondence Team
Customer Response
• Aug 27, 2020
Complaint: ***
I am rejecting this response because:
Some of the information provided by Expedia's representative are not correct and some of the website 'features" are deceptive and misleading. Last but not least during the escalation of the case I dealt with some the most unprofessional, disrespectful, and condescending individuals. I hope Expedia training team can listen to the conversation and learn a thing or two about horrible customer service.
Sincerely
I needed to book a car in Beit Shemesh, Israel. I used Expedia to search for the best available price, and found it at ***, at $40/day, so I made the reservation.
On arriving to collect the car, I was told that I also needed to pay for mandatory insurance, taking the price up to $67 (over 50% price hike!) which made it significantly more expensive than my other rental options.
I had no choice at this time but to accept their conditions.
While it is true that Expedia has small print indicating that the agency may add on mandatory insurance costs, it is grossly misleading for them to allow advertising a price that no human being has access to, especially when the mandatory add-on makes such a huge difference to the base price.
Expedia.com Response
• Aug 27, 2020
August 26, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservation. According to our records, on August 19, 2020, Mr. booked, the car rental reservation for pick up/drop off on August 20, 2020 to August 21, 2020, with ***. We understand that Mr. is seeking a refund for the mandatory insurance plan since the rental agency added it to the customers final bill.On August 21, 2020, Mr. contacted Expedia to discuss the insurance plan that was added to his rental agreement. We explained that the following instructions were provided within his confirmation that was emailed on August 19, 2020,
Your rental may have mandatory, local insurance requirements (Opens in a new window) that may result in additional charges at the time of rental.Expedia is a third-party intermediary, and we are subject to ***’s decisions of whose services we sell. We act only as an agent for their product and we do not have the authority to override or to change their requirements. Additionally, we did not set the car rental agencies policies and we must abide by our suppliers conditions.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
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 Partners. The Expedia Companies and the Expedia 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 Companies and the Expedia 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 that Mr.’s experience was not as we would have hoped we are unable to accommodate Mr.’s refund request. 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,
Melanie ***
Corporate Correspondence Team
Customer Response
• Aug 27, 2020
Complaint: ***
I am rejecting this response because:
I accept that according to the small print of your contract, you are technically correct and legally covered.
However, it is self-evidently a dishonest business practice to allow rental companies to advertise fake prices so that they can appear to be the cheapest offer on the market, and then bait-and-switch by adding mandatory additional costs amounting to over 50% of the quoted price. You should require the agencies to disclose the full price in the search portal, otherwise you undermine the customer's trust in the price comparison system.
I booked a trip to Bahamas through Expedia.com on January 26, 2020. The trip was booked for March 16th, 2020, until March 21st, 2020. However, due to the travel restrictions imposed in response to COVID-19, all our flights were canceled on March 15th. With travel out of the country prohibited, the hotel stay obviously had to be canceled. The total for the hotel was $2,275; however, I was only refunded $1,365 on March 16th. Since then I have had countless phone calls and emails with Expedia, the hotel (Hotel ***) and even arranged for email correspondence between Expedia's team and Riu. I was essentially playing mediator as both parties held the other responsible for the outstanding partial refund As a New York City firefighter working during a pandemic, this dragged out process was very difficult and time consuming. Although the charge on my credit card and subsequent inadequate refund are through Expedia.com, Expedia continues to claim *** is responsible while *** claims Expedia is the party responsible for the outstanding $910 refund.
Expedia.com Response
• Aug 27, 2020
August 27, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a
package reservation. We understand Mr. is requesting full refund of $910.00 due to the COVID-19.
Our records indicate that on January 26, 2020, Mr., or an authorized user of his Expedia account, self-booked a
combined one-way package reservation using Expedia’s website, under itinerary *** for two travelers.
Departure on *** Airlines from Newark, NJ, *** States, to Nassau, Bahamas on March 16, 2020 and returning on
*** Airways March 21, 2020 and travel to the *** All Inclusive - Adults Only.
When researching this matter we were able to verify that on March 15, 2020, Mr. cancelled his reservation on
the website. A refund of the hotel reservation was processed less the $910.00 penalty fee. The penalty amount was
withheld as the cancellation occurred outside of the window which was March 13, 2020.
We understood Mr. was dissatisfied with not receiving a full refund. We’ve worked incredibly hard to work with
our partners to request for a refund of the penalty fee but was regrettably denied. The hotel advised Expedia that they
are following the terms and conditions as the reservation was cancelled within 24-hours from the date of arrival. We
recognize that this may not be what Mr. was looking for but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow the vendor policies.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. 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,
Dez ***Corporate Correspondence Team
Customer Response
• Aug 27, 2020
Complaint: ***
I am rejecting this response because:my arrangements were through Expedia and not the third party vendor. I should not be held to the underlying agreements between Expedia and their third party vendors. I do not benefit from upside risk and therefore should not be forced to bear the full weight of the downside risk.
Additionally, the trip package, flight and hotel, were all arranged with Expedia as an interdependent and singular transaction. When flights were cancelled Expedia could no longer fulfill their obligation which should have triggered a full refund. Forcing the consumer to pay for undelivered services during a pandemic is immoral and akin to price gouging. Absent satisfactory resolution I will be forced to pursue all legal options available.
I purchased collision insurance on Expedia.com for a car rental on July 27th, 2020. The cost of the insurance was $140. On the day I picked up the car, the rental company, *** Car Rental, informed me that per California Law I needed to purchase the collision insurance through them for $170. While standing at the counter, I immediately went on the Expedia app to cancel the insurance I bought on Expedia. There was no option for me to do this so I sent them a message. I then purchased the new insurance through *** Rental which they required me to do, for $170. That was on August 9, 2020. Since then, up until today, I have been on multiple email relays with Expedia who continue to inform me that they will not refund the money and that they are not responsible. I disagree. Expedia sold me the insurance of which their vendor does not accept. Considering this, Expedia owes me the $140. It is unethical and dishonest for them to sell products on their platform that are not usable to their customer.
For your reference, this is my complaint number and itinerary number at Expedia: Travel Insurance - Itin: *** - Case ID : [REQ:***]
Expedia.com Response
• Aug 27, 2020
August 27, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case
number *** regarding a refund. We understand that Ms. is requesting a refund of $140.00
for the Collision Damage Plan.
Our records indicate on July 26, 2020, Ms. or an authorized user of the account self-booked a 13 day rental car
with *** Rental Cars picking up on August 9, 2020 and returning on August 22,
2020 along with the Collision Damage Plan via ***.
We can confirm from
August 9, 2020 through August 12, 2020, the customer communicated with our online CHAT, she requested a refund of the car insurance. She advised the insurance was not honored. The representative contacted *** Car Rental
and confirmed the customer purchased rental liability protection with them.
From August 11, 2020 through August 22, 2020, there were numerous email communications between
the customer and Expedia and Expedia and *** Car Rental. *** Car Rental advised the customer purchased
liability coverage which would be
different than coverage purchased for collision.
After further
review on August 27, 2020, Expedia verified an Expedia representative
refunded the Collision Damage Plan for $140.00 on August 22, 2020 to the
original card charged. The refund should
appear back on the original card charge within the next 30 days.
Please note that 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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of travel—related
goods and services that you select. Please
read these additional terms and conditions carefully. In particular, if you
have purchased an airfare, please ensure you read the full terms and conditions
of carriage issued by the travel supplier, which can be found on the supplier’s
website. You agree to abide by the terms and conditions of purchase imposed by
any supplier with whom you elect to deal, including, but not limited to,
payment of all amounts when due and compliance with the supplier's rules and
restrictions regarding availability and use of fares, products, or services.
Airfare is only guaranteed once the purchase has been completed and the tickets
have been issued. Airlines and other travel suppliers may change their prices
without notice. We reserve the right to cancel your booking if full payment is
not received in a timely fashion.Our Terms
of Use further provide: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
Partners. The Expedia Companies and the Expedia 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 Companies and the
Expedia 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.
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, Di-Di
*** Corporate
Correspondence Team
Customer Response
• Aug 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased 2 round trip business class tickets (for my husband and myself) and trip insurance from Toronto to Vienna leaving 5/6/20 and returning 5/17/20. The flight was cancelled due to Corona19. I contacted Expedia and requested a refund. They assured me the refund was credited on 5/4/20. When I didn't receive the refund within a reasonable time, I again contacted Expedia. They advised that it would take 3 months to process the refund due to Corona19 confusion. I called Expedia on 8/11/20 and was told that *** had not credited my money to Expedia, therefore Expedia couldn't issue a credit to me. I called *** and was advised that yes, I am entitled to a refund, but *** had to wait for Expedia to request it, which they had not done yet. I called Expedia again and demanded that they request the refund fro ***. On August 21, I called *** and was advised that they had issued a refund on 8/16/20. I called Expedia and was left holding for 44 minutes and then disconnected. I am waiting to receive $6,956.76. I need that money, I am entitled to it but Expedia will not give it to me. I am requesting refund of airline tickets, not trip insurance, which was $452.00
Expedia.com Response
• Aug 27, 2020
August 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a refund
for the flights.
Our records
indicate on January 17, 2020, Ms. or an authorized user of
the Expedia account self-booked two roundtrip flights on *** departing on
May 6, 2020 from Toronto, ON, Canada to Vienna, Austria, returning on May 17, 2020,
with the Flight Protection Plan via ***.
We can confirm from May 4, 2020 through August 14,
2020, the customer called and asked for a refund for the cancelled flights. Our representative verified the airline
record and noted the airline cancelled the flight. Our representative processed the refund in the
airline system. The customer made numerous
calls following up on the refund status. Our representatives would communicate with the airline and advise the
customer accordingly. Our representatives
checked *** record on August 14, 2020, called *** and confirmed the
refund was showing processed. The
representative sent the customer an email confirming the refund had been
processed.
After further review on August 27, 2020, Expedia reviewed the Expedia account and the
*** record. *** record shows
the refund was processed on August 14, 2020. The refunds were issued to the original card that was charged. Since *** processed the original charge, they’ll determine the refund timeline.
If you have questions, we’d recommend contacting them directly.
Based on the above we are not able to honor your
refund request. 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, Di-Di *** Corporate Correspondence Team
Customer Response
• Aug 27, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
It should be noted that Expedia used an old email (that I had advised was no longer used) to respond. I would also note that Expedia kept me on hold for more than 40 minutes after the credit had been issued instead of just telling me the problem was resolved. I appreciate Revdex.com’s help in communicating the information.
I made two hotel bookings with Expedia with free cancellation. I decided to cancel the bookings and requested my refund. Today I checked on the refund’s status and was told I would not get one for either booking. I booked specifically because they had free cancellation. This apparently was a lie and they refuse to help me resolve the matter.
Expedia.com Response
• Aug 21, 2020
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:We can confirm the customer secured two hotel bookings which are as follows:The first reservation was created on June 24, 2020 via Expedia mobile app for arrival on August 24, and departure on August 27, 2020. At the time of booking, the customer agreed to the following cancellation policy:Free cancellation! Deposits are fully refundable if canceled before 4:00 PM local hotel time, August 23, 2020.The customer canceled the reservation on August 12, 2020 and the property has indicated they will be refunding the charges to customer.The second reservation was created on June 24, 2020 via Expedia mobile app for arrival on August 17, and departure on August 20, 2020. At the time of booking, the customer agreed to the following cancellation policy:Free cancellation! Deposits are fully refundable if canceled before 4:00 PM local hotel time, August 16, 2020.The customer canceled the reservation on August 12, 2020 and the property has indicated they will be refunding the charges to the customer.This was a pay at hotel booking and the payment timing policy is shown as follows at the time of booking: You will be charged deposits by the property based on the following schedule. 100 percent (after booking). As the customer canceled outside the penalty window, the hotel is obligated to refund in full.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.When situations such as this arise we do our best to assist the customer in any way possible. However, as the hotel is the billing merchant for the reservation, we recommend they contact them directly for any refund timing questions. They can be reached at 1-706-320-0007.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
Customer Response
• Aug 21, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
In September 2019 I booked a flight through Expedia for March 2020, but the flight was completely cancelled due to the pandemic. I have since called Expedia to verify that I have a flight credit and that I can rebook a flight through them (wish they said I could). When I called them yesterday I was told that I could not book a flight because prior to the pandemic *** Airways had canceled my return flight and then issued me a new ticket (which I was not charged for). However, when I called *** Airways they told me that they cannot book my flight because I did not purchase the ticket through them and that it has to be rebooked through Expedia. *** Airways gave me a number to give to Expedia so that they can resolve the issue. My problem is that when I called months ago to verify my flight credit and make sure I would have no issue rebooking flight Expedia did not inform me of any difficulties they may have with rebooking so that they could be rectified earlier. Thanks to this, I am unable to book my flight for the dates that I had planned and may be even furthered delayed. They refuse to give me a refund, yet can't seem to use my flight credit to buy a new ticket. It does not make sense for me to try to rebook a flight to *** Airways when they did not carry out the transaction.
August 31,
2020
Revdex.comAlaska, Oregon & Western WashingtonComplaint
Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) would like to use the credit or receive a
refund. We understand that Ms.
wants to exchange the ticket or to receive a refund of the credit.
Our records
indicate on September 13, 2019, Ms.or an authorized user of the Expedia account self-booked one roundtrip
flight on *** Airways departing on September
21, 2020 from New York, NY, USA to Prague, Czech Republic, returning on December 14, 2020,
via ***.
We
can confirm on March 3, 2020, Expedia sent the customer an email advising *** Airways had made a change to the upcoming trip and the original flight options
were no longer available. Expedia asked
the customer to choose an option or contact Expedia and cancel. The customer replied and chose option number
one.
From
June 10, 2020 through August 31, 2020, the customer called in wanting to book another reservation using the credit. Our representative reviewed the policy and
advised the customer is eligible for the credit. On of our representative advised the customer
to contact *** Airways. Another representative advised a future travel credit of $576.56
can be used to rebooking and our representative rebooked the
customer on a flight departing on September 21, 2020, returning on December 13,
2020 with the same routing.
After further review on August 29, 2020, the customer called in wanting touse the future travel credit for travel dates September 21, 2020
through December 13, 2020 with the same routing. The customer was advised there was a add
collect of $556.22 and no exchange fee, to which she agreed to. The ticket is in the process of being
exchanged.
Please note that 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. *** Airways was the operating carrier and merchant of
record (the entity that received the funds and the company that charged the
credit card) on this itinerary. Additionally, at the time of booking Ms.
accepted Expedia’s Terms of Use, which expressly state:
SUPPLIER RULES AND
RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and
conditions carefully. In particular, if you have purchased an airfare, please
ensure you read the full terms and conditions of carriage issued by the travel
supplier, which can be found on the supplier’s website. You agree to abide by
the terms and conditions of purchase imposed by any supplier with whom you
elect to deal, including, but not limited to, payment of all amounts when due
and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.Our Terms of Use further provide: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 Partners. The Expedia Companies and the Expedia
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 Companies and the Expedia 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.
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, Di-Di *** Corporate Correspondence Team
Hello,
I filed a complaint about an issue was having with Expedia (on August 31st). The issue has now been resolved. My complaint ID is ***.
Best
I had a trip to Paris, France scheduled for May 2020. I paid for my trip in full, as required. Expedia notified me 2 weeks before my trip it was canceled. They have since refused to issue me a refund for my hotel. I live in Dallas, Texas and have no plans to go to Paris, France anytime in the foreseeable future. They say they are able to give me a voucher only to only be used at the hotel in Paris, France I originally planned for May 2020.
This is pure theft. They are keeping my money, knowing full well I will never be able to use the voucher. I emailed the company CEO Peter Kern. He had a staff member email a voucher was the best they could offer. I paid Expedia money and expect money back.
August 30,
2020Revdex.comAlaska,
Oregon and Western WashingtonComplaint
DepartmentRe: Expedia
Case #: ***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 *** (Revdex.com case number ***) regarding a refund. We understand
from Ms. complaint that she wants a
refund for her unused non-refundable hotel reservation, instead of a voucher.Our records
indicate that on July 15, 2019, Ms. or an
authorized user of the account booked a travel package, online via Expedia.com,
to Paris, France for travel May
16 to May 23 2020. The package reservation included a roundtrip flight
departing on May 16, 2020 from Dallas,
TX to Paris, France via *** Airways, and
returning May 23, 2020. The travel package booking also included a 6-night stay
at *** for check in
on May 17, 2020, checking out May 23, 2020. Total cost of the package was $4,379.98.At the time
of completing her booking on our website, Ms. agreed to
our Terms of Use, which expressly provide: Additional terms and conditions will apply to your
reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the airline or other
travel supplier, which can be found on the supplier’s website. You agree to
abide by the terms and conditions of purchase imposed by any supplier with whom
you elect to deal, including, but not limited to, payment of all amounts when
due and compliance with the supplier's rules and restrictions regarding
availability and use of fares, products, or services. Airfare is only
guaranteed once the purchase has been completed and the tickets have been
issued. Airlines and other travel suppliers may change their prices without
notice. We reserve the right to cancel your booking if full payment is not
received in a timely fashion.The room type and rate
selected are non-refundable. Should you change or cancel this reservation for
any reason, your payment will not be refunded.Upon receipt of this complaint, we
investigated the issues which were brought to our attention. We can confirm
that on May 14, 2020, Ms. called in to
request a refund for their flight tickets. Then assisting Expedia agent
documented that the customer declined a future flight credit and insisted in getting
a refund. The following day, May 15,
2020, Ms. called in to request a refund for her
non-refundable hotel reservation. Expedia agent attempted to contact the hotel,
but with no success. On the same day, an email was sent to Ms., advising that a hotel
voucher has been issued, for her unused non-refundable hotel reservation. On May 26,
2020, a refund follow up call was made by Ms. for her flights and non-refundable hotel reservation.
Then assisting agent documented that customer was not okay with both the future
flight credit and the hotel voucher offers.And on May 29, 2020, customer called in to
follow up on her refund request. On the same day, an Expedia agent processed a
$3,099.05 refund for the flight tickets and advised that a hotel voucher has
also been applied on the account. Follow up calls
were again received from Ms. on June 23 and
24. On both occasions, Expedia agents have advised the customer that only the
hotel voucher can be offered for her unused non-refundable hotel reservation.Additionally, on
August 26, 2020, Ms. called in to follow up on the refund. An
Expedia corporate customer service agent documented that customer was again
advised that a hotel voucher, equivalent to the value of the hotel reservation,
was already applied to the account. The customer was also advised that no
refund will be processed based on the hotel booking cancellation policy. After further review we can confirm that on August
28, 2020, another Expedia corporate service agent documented that a reply was sent,
to a complaint received regarding customer receiving a voucher instead of a
refund, stating a voucher was the only option that can be offered. Please note that 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 hope Ms. understand that we must adhere to the rules and
regulations of the air carrier, including their cancellation and refund
policies. Moreover, we are also
bound by the property's terms and conditions so we cannot process a refund for
any booking where the terms and conditions indicated no refunds would be
permitted.Based on the
above, Expedia is not able to honor Ms. refund
request. Ms. was shown and agreed to the booking cancellation
policy prior to booking. A hotel voucher, equivalent to the value of the hotel
reservation was however applied on customer’s account.
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,Rena
***Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: I understood when I booked my trip, I would only not receive a refund if I canceled. In the instance, I DID NOT cancel. Expedia notified me the trip was canceled and there were unable to perform the trip in which I had paid.
Why should I pay for something in which they were able to perform. A voucher to a hotel I will NEVER be near or able to use is ridiculous. This is theft, pure and simple. Expedia is stealing money in this situation.
I plan to notify the attorney general's office in both my state of Texas and the state in which Expedia is based.
Sincerely
Purchased Tickets to Hawaii in Oct 2019 for July 2020. After the pandemic we understood that it might not happen. Expedia emailed us numerous times changing our flights (We understood). Then the hotel cancelled our reservation and refunded us right away. The airline also cancelled after the Hotel but they didn't refund because they wanted us to rebook. I called them (expedia) and asked them on June 25 if they can just refund us and they said yes because of all the changes and the hotel cancellation and that I had to wait for 8 weeks for the refund (understood with all that is going on in the world). 9 weeks later I called and was told that they had not done the refund yet because it was never submitted over to the airline. (so not the airlines fault but expedia) I am told I have to wait an additional 8 weeks. I was frustrated and asked if they can rush this since I have already been waiting 8 weeks. The gentleman told me he was not able to. Understanding this I asked to speak to someone that could possibly put a rush on it. I was transferred to his supervisor that was not overly rude but did cut me off a few times and called me Ma'am after I was upset. I have a very deep voice and I don't have a woman's name. she did apologize for it but really the level of customer service. I am told I have to wait an additional 8 weeks and that they are not able to do anything about it. She validated also that the refund was never submitted to the airlines but refused to call it an error on Expecia side. (???) This is an error on their side. Horrible to deal with.
On 8/24/2020 I’ve booked a room for one night at ***( Los Angeles area), through Expedia, my account was charged $79.14. So I’ve arrived to the hotel and the front hospitality worker had informed me that they were trying to get in contact with Expedia all day to inform them that they have been booked. He instructed me to call them. I’ve called Expedia and told the 1st agent the dilemma and she called to verify that the hotel was booked and I may have to get a refund which will take 30 days. I did get upset because it seems like she wasn’t trying to help. I informed her that I will be sleeping in the car and out of money, why not offer to book me another place. She insisted that I will have to get a refund, I asked to be transferred to supervisor. Spoke to supervisor and she tells me that the agent went to process the refund which I didn’t authorized. This supervisor was going to book me hotel but some how lines got disconnected. Called back explained previous conversation to 2 agent and she wasn’t trying to help me and stated that I won’t be able to get a refund. I got upset and asked to be transferred. Get to the second supervisor she didn’t help nor listed to me at all and she just refunded the money instead of booking me another room and hung up. I had to sleep in my car, wasn’t able to wash or sleep comfortably in a secluded area in LA.. poor customer service and non active listers with the exception of the 1st supervisor I spoke too
Dear Revdex.com, It has been my pleasure to assist with Case # ***. Our findings and resolution to the case are listed below. Findings: We can confirm our customer made a reservation on August 24, 2020 for a one-night stay checking in on August 24, 2020 at *** Los Angeles -Torrance a non-refundable change or cancel policy. Our customer arrived at the property some time close to 11:30 PM and the property had no room available. Our customer contacted our customer care to get assistance with getting accommodations. Our customer care contacted the property and was able to confirm they were sold out and the penalty was waived. The booking was cancelled, and 90.86 USD refunded to the method of payment used when booking. Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer. We were able to review the calls between our customer and our customer care. We appreciate our customer bringing this matter to our attention and will address the issues noted accordingly. As compensation to our customer we have issued a coupon code valued at 100.00 USD to be used on their next prepaid booking. The code has been sent to the email address associated to this booking and is valid for one year. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards, Jeanette B.Consumer Relations RepresentativeGlobal Customer Operations | Expedia
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Booked a flight and a hotel. My flight was delayed causing me to miss my hotel reservation check in by one day. I called the hotel and was told no problem to change the reservation and they would not charge me for the night I missed due to it being out of my control. The clerk then realized I booked through Expedia and told me I had to call them. On the Expedia page it says no fees or penalties for changing the plan, however the hotel or airline may not agree. I was thinking all good I already talked to the hotel. Called Expedoa and was put on hold for 30 minutes. The man said he called the hotel but had to refer the case to his manager, he stressed to me not to call the hotel directly but to check in the next day as normal and they would handle it. Four days later I am told I will not be receiving the refund because the hotel denied it.
After driving 12 hours on August 19 I went to Expedia's site to find a room for that evening. I was very tired and may have missed the "default" date the application inserted so I ended up with a non-cancellable room reservation for August 26. I realized the mistake had happened shortly after booking the room and within a couple of hours tried to contact Expedia to correct the mistake. After an online chat, one phone conversation and multiple emails Expedia simply says its "strict contract" with the hotel prevents them from correcting the mistake and refunding the charge to my credit card. That's totally unacceptable and both Expedia and the hotel have lost a customer over this. I'm done using Expedia. I also have relatives who have had problems with Expedia when their travel plans have changed for reasons beyond their control. Use Expedia at your own risk!
Horrible company. I had to cancel a trip due to COVID. I called 43 times and could never get through. After 10 minutes on hold, I would be disconnected. I attempted to contact them through the website and phone app and those were down too. I eventually called directly to the hotel who cancelled and issued Expedia a refund. They refuse to refund me. Even though they got their money back, they claim it was not refundable and will be keeping my money.
I had purchase insurance in the case there was a problem and could not travel.
Now I am being confronted with the fact that the money I spent in the insurance it’s worthless. Why did I even pay an insurance for?
There is a global pandemic and we do not know when this will end. As of now, americans are not allowed to travel to Europe. How do they expect for me to show up anyways?
I had multiple reservations for September and had no issues with any of the rest of the hotels.
I am forced to report this to you, first for the insurance company, IAG and second Expedia. Why offer insurance if it doesn’t cover scenarios like this? GLOBAL PANDEMIC!!!
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on February 1, 2020 via Expedia website for arrival on September 7, 2020 and departure on September 9, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.The customer accepted these terms at booking and added the Travel Protection Hotel Booking Protection Plus provided by TravelGuard/Aon. Our customer service agents have reached out to the hotel via phone an email on several occasions requesting a waiver of the cancellation policy which, the hotel has declined. On July 18th the hotel did offer to provide the customer with a voucher for a later travel date within the next 12 months from reservation date. The customer refused the offer and requested we send her information for filing a claim with the insurance. Travel insurance is offered as a service to the customer. The customer is provided the information on the policy which is held by TravelGuard/Aon and given the opportunity to cancel the insurance within 10 days of booking should it not fit their needs or expectations.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.Unfortunately, we were not able to obtain approval for a refund from the property. As the hotel has declined to offer a penalty waiver we can’t proceed with a refund for this booking.We suggest the customer review the insurance policy here: https://webservices.travelguard.com/*** and contact Aon Affinity at 1-855.334.3812 to discuss insurance coverage payment.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Complaint: ***
I am rejecting this response because:
What is the point for EXPEDIA to offer insurance WHILE you are doing the booking, if this is not going to serve the purpose of refunding the money?
US CITIZENS are NOT allowed to travel into Europe. How am I supposed to check-in into the hotel?
The only reason why I chose to PAY for insurance was to make sure I was covered in the case of cancellation. We are LIVING A WORLD PANDEMIC.
What else you need to justify my cancellation?
Why does EXPEDIA offer misleading insurance polices then?
Sincerely
On March 14th, 2020 I was booked for travel via Expedia.com to Ireland. This was to involve *** airlines. About 3 hours before my flight departed the Vice President of the United States of America made a national announcement that Ireland was being added to the travel ban list for Europe. I immediately began to try and contact Expedia and the airlines. The phones were so busy the line would not ring. I attempted to go to the airport and the airline said since I booked via a 3rd party that they could not do anything. I attempted to cancel my flights all the way up to my boarding time with no success. Several days later the phone lined for Expedia were still jammed up. I had no way to let them know about me not getting on that plane. It has been 6 months now with countless calls to Expedia and *** with no resolution. No credit, not refund and nobody cars. I spent $2300 on flights that I never made. Worse is that the airline points the finger at Expedia and Expedia points the finger at the airline. This must be resolved as I am not going to get robbed of $2300 due to a world wide pandemic. All I am asking for is a credit for travel.
August 27, 2020
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
We understand from Mr.’s complaint, he attempted to cancel a flight reservation before the flight departed and was unable to reach Expedia by phone. Mr. is requesting a full refund of the tickets he purchased.
After reviewing the complaint I contacted the airline which mentioned currently no refund has been authorized for the booking as they show the reservation was not canceled as Mr. mentioned. On August 12, 2020, the airline was contacted by Expedia and they suggested that the customer fill out a form on the link provided www.*** . The airline has indicated they will review the form once the customer completes it since currently they mention the ticket is considered lost value. Expedia is unable to provide any type of refund unless authorized by the airline.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter.
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 at 1-800-397-3342 for immediate service regarding this matter.
Sincerely,
Daniel *** Customer Correspondence Team
Complaint: ***
I am rejecting this response because the issue is not resolved at this time. I did go to the *** website and submit the request for refund/credit as instructed by Expedia. But for now the issue is still not resolved so I cannot accept the response at this time. I hope the airline will do what is right and credit or refund me in full. We shall see...
Sincerely
I've spent over 3 hours trying to use a credit for an airline and they keep switching me to different operators that they have no idea why I was transferred. No one will give me their full name nor a badge number and all have heavy accents. THIS IS BY FAR THE WORST F'IN CUSTOMER SERVICE!!!!!!!!!!!!
Is Revdex.com even following up on these bad ratings? How are they accredited on here with an A+ rating? Their customer service sucks!!!!!!!!!!!!!!
I was planning to take my mom to Europe, but had to cancel the trip due to COVID-19, and Expedia refuses to refund, even though I can't even legally enter Europe right now. I understand that there is some risk when booking a hotel, but I contacted the hotel, and they're refunding to Expedia, and Expedia is keeping the money.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:I can confirm that this reservation was created on January 19,2020 via Expedia website for arrival on April 12, 2020 and departure on April 18, 2020. At the time of booking, the customer agreed to the following cancellation policy:The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Our customer service agents were not able to authorize a refund due to the agreed upon policy of issuing a coupon for a later stay and the inability to contact the correct person at the hotel to approve a waiver and authorize a refund. We were able to get the verification to authorize a refund at this time.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.We have issued a refund in the amount of $1014.32. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind regards,The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a hotel with Expedia and a duplicate reservation was made with reservations.com. Both refused to refund my money for the duplicate room and all of my interactions with customer service representatives were completely useless and massively time consuming. I will spread the word and tell everyone I possibly can to NEVER use Expedia. This is fraud, Expedia shared my information with their sister company to collect an extra 700$.
I recently attempted to book a hotel reservation through expedia. We then needed to change our plans. When I went to cancel my reservation I found I did not have an email confirmation for my reservation, I then went into my itineraries on expedia and could not find the booking either. I then assumed my booking had not gone through. Prior to what would have been my original hotel stay I did not receive any of the usual emails regarding "my upcoming trip". This also lead me to believe my booking had not gone through. I later found my credit card was charged for a "no show" at the hotel. When I contacted expedia I was on the phone for over an hour and spoke to 3 different people. Each person was supposedly the previous persons supervisor. After explaining my story 3 times I was told there was "nothing they could do, it would be up to the hotel to reimburse me", despite the fact the hotel was in no way responsible for the mistake. Expedia also told me they had spoken to the hotel and my refund request had been denied. After later speaking to the hotel I found out this statement was not true as there had been no supervisor at the hotel that day who was authorized to approve or deny my request. Fortunately the hotel was very generous and agreed to refund my money. Will never use expedia again.
DO NOT use EXPEDIA.com! Book through the airline direct even if it costs slightly more. I booked our 20th anniversary tickets to Europe through Expedia.com. I also purchased what I thought would help in the event some issue arose, insurance for my ticket. That seems to not have helped! There is an old saying, what comes out of a person or company during a time of pressure is the truth. I paid for insurance to protect my trip for July 2020. Covid hit the US and I was forced to cancel the trip April 2020. Come to find out, Expedia's trip insurance company AIG Travel outsourced my insurance claim to AON. AON's representatives are not only rude, but seemed to be incompetent. It is now late August, AON pushed me back to AIG and AIG pushed me back to AON. No movement has occurred with AON and Expedia will do nothing to assist. For months, Expedia's customer service just hung up on me. Perfect in the time of need. My total flight cost was $1,950 that I can't seem to get back to use for a local vacation for my family! The airlines already refunded people for their trips and I have insurance on mine and cannot get the money back!!! I canceled and closed my online account with Expedia. Never again, this is for the reader, don't bother. I know this, attorney general is next if AON doesn't get this back soon.
I made a package reservation with Expedia. At the time of the reservation, I was given an opportunity to make seat assignments. I was able to do so for the outbound leg of the trip. At the time of booking, I was told that the seat assignments could not be done for the inbound flights. I contacted Expedia about two days later and after a long conversation it ended up that I could make the seat assignments but it will cost me extra money! I was advised to make the reservation 24 hours before the flight. I reminded the rep that is highly unlikely that we could get two seats together 24 hours prior to the departure. Since the extra charges were either hidden in small prints or were not provided, I gave Expedia two options, cancel the entire trip without any penalties or to pay for the seat assignments. The case was escalated for evaluation and I was promised a follow-up. I did not get an update so I contacted Expedia again and after explaining the scenario again, and more than an hour of wait I was told by the rep (Moris) that either I had to pay the cancelation or pay for the seat by myself, basically I was back at square one. He was not willing to listen and resolve the issue but firm on telling me how good he is with finding "facts". Furthermore, he refused to take my request and escalate the case, was condescending and considered his words to be final words on the case, and called the case resolved knowing well that I was not remotely satisfied with my choices. When I insisted on speaking to someone else he placed my call on a long hold. I can provide you with a screenshot.
I find Expedia practices of hiding or not disclosing all the conditions to be misleading and unethical, their customer service to be inadequate and rude.
August 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like to
cancel without penalty or have seats upgraded to Business free of charge.
Our records indicate on August 17, 2020, Ms. or an authorized user of the Expedia
account self-booked two multiple destination flights on *** departing on February
7, 2021 from Orange County, CA, USA to Geneva, Switzerland, returning on February
15, 2021, from Geneva, Switzerland to Los Angeles, CA, USA, with a seven night
stay at ***, via ***.
We can confirm on August 16,
2020, the customer communicated with our online CHAT, asked
how much it will cost to change the hotel to Hotel ***. Our representative advised there were no
available rooms for her preferred dates. The customer wanted the breakdown of the package. Our representative advised her of the package
price, the customer agreed and the reservation was unchanged.
From August 21, 2020 through
August 23, 2020,the customer called to confirm his seats. Our representative advised of the seat
selection. During one of the calls it
was escalated to a Supervisor. The
Supervisor investigated the creation of the reservation and advised the customer
during the creation of the reservation the system advised, “visit the airline's
website after you book for seat options." It was also verified that the return seat selection showed as
"any" when customer completed the booking. The Supervisor advised that
our site advised during the booking creation to visit the airline’s website for
seat options. The Supervisor advised the
customer there was no error on our behalf based on the investigation.
After further
review on August 27, 2020, Expedia
reviewed the Expedia account, *** Airline’s record and the notes on the
account. Our back office system shows
that our website advised the customer, “ visit the airline's website after you book for seat
options” and the return flight seat option
showed as “any”. The customer needed to
contact Crossair for the return seat selections. If Crossair charges the customer must pay their
charge seats.
Please note that 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. Additionally, at the time of booking Ms. accepted Expedia’s
Terms of Use, which expressly state:SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of
travel—related goods and services that you select. Please read these additional terms and conditions
carefully. In particular, if you have purchased an airfare, please ensure you
read the full terms and conditions of carriage issued by the travel supplier,
which can be found on the supplier’s website. You agree to abide by the terms
and conditions of purchase imposed by any supplier with whom you elect to deal,
including, but not limited to, payment of all amounts when due and compliance
with the supplier's rules and restrictions regarding availability and use of
fares, products, or services. Airfare is only guaranteed once the purchase has
been completed and the tickets have been issued. Airlines and other travel
suppliers may change their prices without notice. We reserve the right to
cancel your booking if full payment is not received in a timely fashion.Our Terms
of Use further provide: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 Partners.
The Expedia Companies and the Expedia 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 Companies and the Expedia
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.
Based on the above we are not able to honor the request for
cancellation without a penalty or upgrading the seats to business with a charge. 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, Di-Di
*** Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Some of the information provided by Expedia's representative are not correct and some of the website 'features" are deceptive and misleading. Last but not least during the escalation of the case I dealt with some the most unprofessional, disrespectful, and condescending individuals. I hope Expedia training team can listen to the conversation and learn a thing or two about horrible customer service.
Sincerely
I needed to book a car in Beit Shemesh, Israel. I used Expedia to search for the best available price, and found it at ***, at $40/day, so I made the reservation.
On arriving to collect the car, I was told that I also needed to pay for mandatory insurance, taking the price up to $67 (over 50% price hike!) which made it significantly more expensive than my other rental options.
I had no choice at this time but to accept their conditions.
While it is true that Expedia has small print indicating that the agency may add on mandatory insurance costs, it is grossly misleading for them to allow advertising a price that no human being has access to, especially when the mandatory add-on makes such a huge difference to the base price.
August 26, 2020Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservation. According to our records, on August 19, 2020, Mr. booked, the car rental reservation for pick up/drop off on August 20, 2020 to August 21, 2020, with ***. We understand that Mr. is seeking a refund for the mandatory insurance plan since the rental agency added it to the customers final bill.On August 21, 2020, Mr. contacted Expedia to discuss the insurance plan that was added to his rental agreement. We explained that the following instructions were provided within his confirmation that was emailed on August 19, 2020,
Your rental may have mandatory, local insurance requirements (Opens in a new window) that may result in additional charges at the time of rental.Expedia is a third-party intermediary, and we are subject to ***’s decisions of whose services we sell. We act only as an agent for their product and we do not have the authority to override or to change their requirements. Additionally, we did not set the car rental agencies policies and we must abide by our suppliers conditions.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
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 Partners. The Expedia Companies and the Expedia 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 Companies and the Expedia 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 that Mr.’s experience was not as we would have hoped we are unable to accommodate Mr.’s refund request. 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,
Melanie ***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I accept that according to the small print of your contract, you are technically correct and legally covered.
However, it is self-evidently a dishonest business practice to allow rental companies to advertise fake prices so that they can appear to be the cheapest offer on the market, and then bait-and-switch by adding mandatory additional costs amounting to over 50% of the quoted price. You should require the agencies to disclose the full price in the search portal, otherwise you undermine the customer's trust in the price comparison system.
Sincerely
I booked a trip to Bahamas through Expedia.com on January 26, 2020. The trip was booked for March 16th, 2020, until March 21st, 2020. However, due to the travel restrictions imposed in response to COVID-19, all our flights were canceled on March 15th. With travel out of the country prohibited, the hotel stay obviously had to be canceled. The total for the hotel was $2,275; however, I was only refunded $1,365 on March 16th. Since then I have had countless phone calls and emails with Expedia, the hotel (Hotel ***) and even arranged for email correspondence between Expedia's team and Riu. I was essentially playing mediator as both parties held the other responsible for the outstanding partial refund As a New York City firefighter working during a pandemic, this dragged out process was very difficult and time consuming. Although the charge on my credit card and subsequent inadequate refund are through Expedia.com, Expedia continues to claim *** is responsible while *** claims Expedia is the party responsible for the outstanding $910 refund.
August 27, 2020 Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Better
Business Bureau (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a
package reservation. We understand Mr. is requesting full refund of $910.00 due to the COVID-19.
Our records indicate that on January 26, 2020, Mr., or an authorized user of his Expedia account, self-booked a
combined one-way package reservation using Expedia’s website, under itinerary *** for two travelers.
Departure on *** Airlines from Newark, NJ, *** States, to Nassau, Bahamas on March 16, 2020 and returning on
*** Airways March 21, 2020 and travel to the *** All Inclusive - Adults Only.
When researching this matter we were able to verify that on March 15, 2020, Mr. cancelled his reservation on
the website. A refund of the hotel reservation was processed less the $910.00 penalty fee. The penalty amount was
withheld as the cancellation occurred outside of the window which was March 13, 2020.
We understood Mr. was dissatisfied with not receiving a full refund. We’ve worked incredibly hard to work with
our partners to request for a refund of the penalty fee but was regrettably denied. The hotel advised Expedia that they
are following the terms and conditions as the reservation was cancelled within 24-hours from the date of arrival. We
recognize that this may not be what Mr. was looking for but know that these are extraordinary circumstances
that travel partners are trying to work through and Expedia Group must follow the vendor policies.
While we regret that Mr.’s experience was not as we would have hoped, we have resolved the request. 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,
Dez ***Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:my arrangements were through Expedia and not the third party vendor. I should not be held to the underlying agreements between Expedia and their third party vendors. I do not benefit from upside risk and therefore should not be forced to bear the full weight of the downside risk.
Additionally, the trip package, flight and hotel, were all arranged with Expedia as an interdependent and singular transaction. When flights were cancelled Expedia could no longer fulfill their obligation which should have triggered a full refund. Forcing the consumer to pay for undelivered services during a pandemic is immoral and akin to price gouging. Absent satisfactory resolution I will be forced to pursue all legal options available.
Sincerely
I purchased collision insurance on Expedia.com for a car rental on July 27th, 2020. The cost of the insurance was $140. On the day I picked up the car, the rental company, *** Car Rental, informed me that per California Law I needed to purchase the collision insurance through them for $170. While standing at the counter, I immediately went on the Expedia app to cancel the insurance I bought on Expedia. There was no option for me to do this so I sent them a message. I then purchased the new insurance through *** Rental which they required me to do, for $170. That was on August 9, 2020. Since then, up until today, I have been on multiple email relays with Expedia who continue to inform me that they will not refund the money and that they are not responsible. I disagree. Expedia sold me the insurance of which their vendor does not accept. Considering this, Expedia owes me the $140. It is unethical and dishonest for them to sell products on their platform that are not usable to their customer.
For your reference, this is my complaint number and itinerary number at Expedia: Travel Insurance - Itin: *** - Case ID : [REQ:***]
August 27, 2020
Revdex.comAlaska, Oregon & Western
WashingtonComplaint Department Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. ***, Revdex.com case
number *** regarding a refund. We understand that Ms. is requesting a refund of $140.00
for the Collision Damage Plan.
Our records indicate on July 26, 2020, Ms. or an authorized user of the account self-booked a 13 day rental car
with *** Rental Cars picking up on August 9, 2020 and returning on August 22,
2020 along with the Collision Damage Plan via ***.
We can confirm from
August 9, 2020 through August 12, 2020, the customer communicated with our online CHAT, she requested a refund of the car insurance. She advised the insurance was not honored. The representative contacted *** Car Rental
and confirmed the customer purchased rental liability protection with them.
From August 11, 2020 through August 22, 2020, there were numerous email communications between
the customer and Expedia and Expedia and *** Car Rental. *** Car Rental advised the customer purchased
liability coverage which would be
different than coverage purchased for collision.
After further
review on August 27, 2020, Expedia verified an Expedia representative
refunded the Collision Damage Plan for $140.00 on August 22, 2020 to the
original card charged. The refund should
appear back on the original card charge within the next 30 days.
Please note that 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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:
SUPPLIER RULES AND RESTRICTIONSAdditional
terms and conditions will apply to your reservation and purchase of travel—related
goods and services that you select. Please
read these additional terms and conditions carefully. In particular, if you
have purchased an airfare, please ensure you read the full terms and conditions
of carriage issued by the travel supplier, which can be found on the supplier’s
website. You agree to abide by the terms and conditions of purchase imposed by
any supplier with whom you elect to deal, including, but not limited to,
payment of all amounts when due and compliance with the supplier's rules and
restrictions regarding availability and use of fares, products, or services.
Airfare is only guaranteed once the purchase has been completed and the tickets
have been issued. Airlines and other travel suppliers may change their prices
without notice. We reserve the right to cancel your booking if full payment is
not received in a timely fashion.Our Terms
of Use further provide: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
Partners. The Expedia Companies and the Expedia 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 Companies and the
Expedia 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.
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, Di-Di
*** Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased 2 round trip business class tickets (for my husband and myself) and trip insurance from Toronto to Vienna leaving 5/6/20 and returning 5/17/20. The flight was cancelled due to Corona19. I contacted Expedia and requested a refund. They assured me the refund was credited on 5/4/20. When I didn't receive the refund within a reasonable time, I again contacted Expedia. They advised that it would take 3 months to process the refund due to Corona19 confusion. I called Expedia on 8/11/20 and was told that *** had not credited my money to Expedia, therefore Expedia couldn't issue a credit to me. I called *** and was advised that yes, I am entitled to a refund, but *** had to wait for Expedia to request it, which they had not done yet. I called Expedia again and demanded that they request the refund fro ***. On August 21, I called *** and was advised that they had issued a refund on 8/16/20. I called Expedia and was left holding for 44 minutes and then disconnected. I am waiting to receive $6,956.76. I need that money, I am entitled to it but Expedia will not give it to me. I am requesting refund of airline tickets, not trip insurance, which was $452.00
August 27, 2020
Revdex.comAlaska, Oregon
& Western WashingtonComplaint Department Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking
the time to contact Expedia regarding an issue from our customer. We appreciate
the Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) would like a refund
for the flights.
Our records
indicate on January 17, 2020, Ms. or an authorized user of
the Expedia account self-booked two roundtrip flights on *** departing on
May 6, 2020 from Toronto, ON, Canada to Vienna, Austria, returning on May 17, 2020,
with the Flight Protection Plan via ***.
We can confirm from May 4, 2020 through August 14,
2020, the customer called and asked for a refund for the cancelled flights. Our representative verified the airline
record and noted the airline cancelled the flight. Our representative processed the refund in the
airline system. The customer made numerous
calls following up on the refund status. Our representatives would communicate with the airline and advise the
customer accordingly. Our representatives
checked *** record on August 14, 2020, called *** and confirmed the
refund was showing processed. The
representative sent the customer an email confirming the refund had been
processed.
After further review on August 27, 2020, Expedia reviewed the Expedia account and the
*** record. *** record shows
the refund was processed on August 14, 2020. The refunds were issued to the original card that was charged. Since *** processed the original charge, they’ll determine the refund timeline.
If you have questions, we’d recommend contacting them directly.
Based on the above we are not able to honor your
refund request. 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, Di-Di *** Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
It should be noted that Expedia used an old email (that I had advised was no longer used) to respond. I would also note that Expedia kept me on hold for more than 40 minutes after the credit had been issued instead of just telling me the problem was resolved. I appreciate Revdex.com’s help in communicating the information.
Sincerely
I made two hotel bookings with Expedia with free cancellation. I decided to cancel the bookings and requested my refund. Today I checked on the refund’s status and was told I would not get one for either booking. I booked specifically because they had free cancellation. This apparently was a lie and they refuse to help me resolve the matter.
Dear Revdex.com,It has been my pleasure to assist with Case #***. Our findings and resolution to the case are listed below.Findings:We can confirm the customer secured two hotel bookings which are as follows:The first reservation was created on June 24, 2020 via Expedia mobile app for arrival on August 24, and departure on August 27, 2020. At the time of booking, the customer agreed to the following cancellation policy:Free cancellation! Deposits are fully refundable if canceled before 4:00 PM local hotel time, August 23, 2020.The customer canceled the reservation on August 12, 2020 and the property has indicated they will be refunding the charges to customer.The second reservation was created on June 24, 2020 via Expedia mobile app for arrival on August 17, and departure on August 20, 2020. At the time of booking, the customer agreed to the following cancellation policy:Free cancellation! Deposits are fully refundable if canceled before 4:00 PM local hotel time, August 16, 2020.The customer canceled the reservation on August 12, 2020 and the property has indicated they will be refunding the charges to the customer.This was a pay at hotel booking and the payment timing policy is shown as follows at the time of booking: You will be charged deposits by the property based on the following schedule. 100 percent (after booking). As the customer canceled outside the penalty window, the hotel is obligated to refund in full.Conclusion/Resolution:We would like to offer our apologies for any inconvenience this may have caused the customer.When situations such as this arise we do our best to assist the customer in any way possible. However, as the hotel is the billing merchant for the reservation, we recommend they contact them directly for any refund timing questions. They can be reached at 1-706-320-0007.Thank you for bringing this matter to our attention and allowing us a chance for resolution.Kind Regards,The Expedia Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely