On September 18, 2019, I made reservations and paid round trip airfare and rental car from Los Angeles, Ca. to Orlando, Florida from November 21, 2019 to December 2, 2019. The confirmed Expedia reservation #*** for a total amount of $1,074.82. On Nov 5 prior to my departure date of 21 Nov, I had to return home sooner than expected for the death and funeral of my Nephew on November 5, 2019. I did not cancel my original reservation although I bought a separate ticket to travel on the first leg of the trip. I fully intended to use the rental car and return date to Los Angeles, Ca. 02 December 2, 2019 as planned. Unbeknownst to me Expedia cancelled the entire reservation because I did not use the first leg of the trip forcing me to forfeit the entire amount paid of $1,074.82 and forced me to pay new rental car charges again and purchase a separate return ticket to Los Angeles, Ca. I think Expedia's position was unfair to cancel my reservation and added additional cost to me for this trip and I would like consideration for a refund because I was not allowed to use or enjoy any of my original reservation that was made and paid for in advance.
Expedia.com Response
• Dec 12, 2019
December 12, 2019
Revdex.comAlaska, Oregon & 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 (“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 refund. We understand that Mr. seeking a full refund for the flight that he did not take and the rental car that he did not pick up.
Our records indicate on September 18, 2019, Mr. or an authorized user of the account booked a package reservation departing on November 19, 2019 from Los Angeles, CA to Orlando, FL returning on December 2, 2019 from Orlando, FL to Los Angeles, CA; along with a 12 day Alamo car rental via ***.
On December 1, 2019, Mr. called in and advised he did not take the outbound flight and his return was cancelled. Mr. was asking for a refund. Our representative advised that per the airline policy there is no refund since he was marked as a no show.
After further review on December 12, 2019, we were able to review the United Airlines fare rules, which state if a customer no shows a flight the ticket becomes non-refundable. I also called Alamo and they advised the rental location charged $452.00 and that there was no option for a refund.
After September 11, 2001 most airlines cancel your return flight if you do not appear for the outbound. We would suggest if a passengers is not going to make their flights that they call and advised. Airlines have different rules for cancelling and to avoid being marked as a no show it is always best to advise before the departure flight time transpires. Most airlines want to be notified prior to the departure flight.
In addition , at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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. Air India 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. We hope you understand we must adhere to the policies dictated by the airlines.
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.
LIABILITY DISCLAIMERThe 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 Expedia is not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I am unable to use the points that have accumulated to my account and have contacted Expedia many times regarding this issue. I am unable to book any travel through the account.
Expedia.com Response
• Dec 16, 2019
December 16, 2019
Revdex.comAlaska, Oregon & 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 (“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 not being able to make a reservation on our site.
Our records indicate as of December 16, 2019, Ms. does not show any current attempts to book any travel under account ID, with email address ***.
Previously, Ms. filed Revdex.com *** complaint and stated she was not able to book in her account *** which was created with email address *** and stated she could not use the available points.
After further review on December 16, 2019, Expedia was able to log into account *** (***) and book a hotel on our website, there is no problem with the account and there was no problem creating a reservation. In addition, Expedia was able to log into account *** (***) and book a hotel on our website and was able to apply Expedia Reward points to the reservation. There is no problem with the account and there was no problem creating a reservation.
Expedia has not been able to identify any problem with making a reservation with either of these accounts. Ms. needs to uninstall the Expedia program and then reinstall it and she should be able to book after doing so. Ms. may contact or Customer Service Department at 877-227-7481 for making her reservation since we are not having a problem creating reservations in her account.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Re: Expedia travel confirmation - Sun, Dec 8. - (Itinerary # ***
This stay was an absolute disaster!!! Motel said because I booked through a third-party that would be Expedia It was out of their hands. Very difficult to contact Expedia customer service. Most customer service is handled by algorithms. Total nonsense. The only reason I booked this hotel was because Expedia’s app had pool and a workout area in this motel. It has neither. Not to mention the condition of the room And that extremely noisy heater. Was totally unbelievable. One star would be far too generous for this Motel as it would be for Expedia. Expedia did help me with a review of this motel ,however I believe the blame lies with Expedia. This motel was first on Expedia’s list of motels in Denver. The lesson here is read reviews!!
We Arrived at the hotel, checked in on 12/6, woke up on 12/7 to get breakfast and came back to out room at 11am and our room keys don’t work. We went back and forth to guest services to exchange keys 4 times and none of the keys worked. They called security and while we waited outside for him to arrive he came and drove right passed us and never stopped to address the issue. This has been the absolute WORSE trip and hotel stay ever. I have never been so humiliated in my life. Feeling vulnerable and helpless because all of our personal belongings and luggage was locked in the room in which we had NO access to after paying Expedia $114 and paying Seralago Hotel & Suites - Old Town (Main Gate East) a $50 deposit on top of $20.44 resort fee. You would think the keys work. And when we asked for a Manager to rectify the situation we were told no manager is on duty only a supervisor in which they could not do anything either. We will NEVER book with Expedia or Seralago Hotel & Suites - Old Town ( Main Gate East) again. This was the worse experience ever. They moved us to a different Room which was Roach infested (I have pictures and videos) and all we requested was a refund of at least one night or to be compensated with a one night stay somewhere else at a later date and all they offered us was $25. This is unacceptable!!
Expedia.com Response
• Dec 11, 2019
December 11, 2019
Revdex.comAlaska, Oregon & 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** regarding a refund. We understand that *** is seeking a refund of one night or a two-night hotel stay of their choice.
Our records indicate on December 5, 2019, ***l or an authorized user of the account booked a two-night hotel reservation at Seralago Hotel & Suites Main Gate East, checking in on December 6, 2018 and checking out on December 8, 2019 via itinerary ***.
From December 8, 2019 through December 10, 2019, ***l sent numerous emails to Expedia advising of the hotel stay, the bugs and being locked out. Expedia responded to the emails advising we were trying to communicate with the hotel and eventually advising that the hotel would not honor the request.
After further review on December 11, 2019, I called the hotel and they advised that they authorize Expedia to issue a refund for the reservation in the amount of $114.06. They advised they gave *** breakfast and did not charge her resort fee along with authorizing Expedia to issue her a refund. Expedia issued the refund of $114.06 to the original card that was charges and emailed a refund receipt to the email address on file. The refund will appear in three to seven business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
We were advised that if we purchased insurance we would be able to cancel our trip and receive a refund. When we called to cancel due to matters beyond our control we were advised that we cannot get a refund but will be issued a credit for the airline. The policy states that the flight is non-refundable therefore insurance should cover this and we should not be forced to rebook the flight.
Expedia.com Response
• Dec 17, 2019
December 17, 2019
Revdex.com
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 (“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 his vacation package.
Our records indicate on August 26, 2019, the customer, or an authorized user of the Expedia account, self-booked a packaged itinerary which included roundtrip flights to Paris, France from Newark, New Jersey, USA departing on December 21, 2019 and returning on December 28, 2019, a hotel stay at the *** in Paris, France for check in on December 22, 2019 and check out on December 28, 2019, and Travel Protection Vacation Waiver provided by Expedia, Inc. The itinerary number received for the booking was ***. We understand Mr. is requesting a refund of $1,792.47 for the value of his booking, utilizing the purchased Travel Protection.
Upon review of the customer’s concern, we found that he called in to our Customer Support several times requesting information regarding a possible change or cancellation to his trip. The customer was advised upon his initial calls to Customer Support on November 21, 2019 that the purchased protection would cover applicable change fees and that the tickets are nonrefundable, so in any instance of cancellation a refund of the airline tickets would not be processed. Additionally, at the time of booking and upon receipt of the email confirmation itinerary the customer was advised the following regarding the Travel Protection:
“First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.
We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.
Note that the full price of the new ticket may be greater than the price of your original flight.”.
Based on the information provided above, Expedia is unable to honor the customer’s request for a full refund. He has however been refunded for the hotel portion of his package, totaling $622.81, as of December 10, 2019, per the travel protection coverage. Should Mr. wish to cancel his flights he will receive airline credits for all travelers totaling $540.83 each. The cost to utilize their credits is a $275.00 airline-imposed reissuance fee, plus any applicable fare difference. If the trip is cancelled or changed in accordance to the rules of the provided protection, the customer will receive a refund of the reissuance fee. If the customer would like to proceed with the cancellation or change of his flights, our Customer Support can assist 24 hours a day, 7 days a week.
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.
On 11/22/19 morning, I purchased two (2) 3-DAY London Passes through Expedia.com for $272.28 for use by my wife and me in the UK from Mon 11/25 thru Wed 11/27 (Their itinerary # ***).They e-mailed me the appropriate paperwork (detailed receipt, appropriate QR codes for use on our smartphones, etc. which I'll gladly provide to you as a PDF). We had no problems on Monday and Tuesday. Problems began when we tried to use it Wednesday (3rd day). Passes not accepted going into St Paul's cathedral. Gentleman at St Paul's said there's a Tourist Info office across the road, maybe they can help. We head over there and I explain the situation to the lady at the desk....Sympathetic and polite, and calls London Pass Customer Service (UK). I spoke with "Suzy" at LP (tel. 44 20 7293 0972), also very sympathetic, very nice, I read off our two LP voucher numbers (***) and am told by her that they are only 2-DAY PASSES (?!?!?)...We go back to the hotel, contact Expedia (UK), read off our itinerary #'s , and am told that they can't help us and that we have to deal with Expedia (USA)....They transfer me to USA office, I explain the situation quickly and, since I didn't want to tie up the front desks's phone, told Expedia (USA) to call us back in our room. Expedia (USA) calls us back, we talk for a while about the problem, they put me on hold for about 30 minutes while they try to resolve the problem with London Pass, then they tell me they can't do anything for me due to refund policies. Since returning to the USA on 11/30, I've been going back and forth with both parties to try to get reimbursement. Each points the finger at the other. My position is that I purchased these passes from EXPEDIA, so I don't wish to hear about problems with third parties that are beyond my control. Next time (if there's a next time) I'll buy such products DIRECTLY from the vendor and AVOID the middleman (Even though I expect a big company like EXPEDIA to have our backs)
Expedia.com Response
• Dec 11, 2019
December 11, 2019
Revdex.comAlaska, Oregon & 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** regarding an activity that did not give the right amount of days on the pass. We understand that *** is requesting that we contact the vendor since he did not receive one of the days he paid for.
Upon further research, we were unable to locate an Expedia account or reservation related to your complaint. We respectfully request that you provide us with the itinerary number of the booking and the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Expedia.com Response
• Dec 17, 2019
December 17, 2019
Revdex.comAlaska, Oregon & 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** that his three days London Passes were only honored for two day passes.
Our records indicate on November 22, 2019, *** or an authorized user of the account booked a three-day London Pass for November 25-27, 2019 via itinerary ***.
On November 27, 2019, *** called in stating that they are not able to use the last day pass for their activity. He stated the vendor advised that they only booked two, two day passes. Our representative checked the details and was able to verify that it was for two days. Called vendor to ask for the details and they asked that we send an email. There were numerous emails about the passes from Expedia to the customer, the customer to Expedia and Expedia to the vendor. The vendor eventually advised they would not be able to authorize refunding since the passes had been used.
After further review on December 17, 2019, I contacted the vendor and they verified in their system the voucher numbers show the passes were for two days, not three. I was able to calculate the day that was not used should appear back to the customer as a refund for $90.76 but issued a refund for two days in the amount of $181.52. The refund was issued to the card that was originally charged and the refund should appear back on the card in three to seven business days. A refund receipt was emailed to the email address on file.
Please accept our apologies for the inconvenience that was experienced, the vendor confirmed the vouchers were in their system as two days passes, even though they showed on the reservation and in our system as three day passes.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Dec 17, 2019
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 received an e-mail from Expedia about 2 minutes before getting this one from Revdex.com. Expedia has indicated that they will reimburse me in the amount of $181.52. This, to me, is fair and equitable, and represents a reasonable amount for our loss of one day's use of 2 London Passes (and the fact that we couldn't then take the (included) train ride to go and see Windsor Castle and other interesting sites on that 3rd day as planned), plus "punitive" damages for being so greatly inconvenienced. Assuming that this goes through and processes quickly, it puts Expedia back in my good graces, and I look forward to using them for future travel-related services.
Thank you, Revdex.com, (Thank you, ***) for your vigorous pursuit of this case. All the best, Happy Holidays and Merry Christmas.
I am deeply saddened by a conversation I had with ***. I was in my account attempting to book our trip for NYE, and couldn't find my rewards from my last stay. Come to find out, there was a 5% code attached to the reservation that I supposedly used, however, when I look in my account, I do not see a code used.
I tried explaining this to the representative. I explained that I didn't use a code, that it must have automatically been applied, or perhaps I accidentally clicked on a link and it cached and ended up attaching to my account. But if that was the case, then I would have seen it during checkout and more importantly, I would see it now when I enter my past reservations and it is clearly not there.
I begged for the rep to help me, but he kept spitting policy at me. There was no critical thinking, and zero offer to speak to a supervisor. I told him I would never have used a measly 5% code to save a few bucks, like 12 dollars or something according to him and in return lose the chance of collecting 2 nights to work towards my 10 nights = 1 free night. How does that even make sense? I'm no rookie here, you can see that by looking in my account. I can't imagine anyone wanting to use that if they knew they would lose the chance to collect rewards, again, makes no sense!
They scam people out of rewards nights, automatically apply promo codes to reservations without people knowing. They charge your card immediately even though when booking it states "pay at hotel".
They have extrememly unethical business practices and it needs to stop. There should be a class-action lawsuit against these folks. The way they run their business so carelessly is disheartening.
Expedia.com Response
• Dec 11, 2019
Dear Revdex.com,
It has been my pleasure to assist with complaint case # ***. Our findings and resolution to the case are listed below.
Findings:
We can confirm that on November 13, 2019 our customer did self-service a reservation through the *** mobile app for a stay with ***. The stay was scheduled for check-in on November 13, 2019 and check-out on November 15, 2019 at the total rate of $359.38 USD, after the application of the *** promotional discount code “***,” to be paid directly through *** immediately at the time of booking.
We can also confirm that our customer is a *** Silver Rewards member and has been a member of the *** Rewards Program since 2015. Per the terms and conditions of the *** Rewards Program, as listed online and agreed to at the time of account creation:
“…you will not collect nights for the following:
1. Bookings made with an affiliate *** site
2. Bookings made before you joined the Program
3. Package bookings i.e. property + flight
4. Some bookings made using a discount coupon, voucher or code – you will need to check the terms for each of these
5. Bookings made through Group Travel Services
6. Bookings that do not cost you anything, i.e. are free”
It is important to note that all *** coupons, promotional offers, and Bonus Night credits must be manually applied by our customers at the time of booking. Even a promotional offer that utilizes a specific link does not pre-populate the promotional code at the time of booking, but rather the specific link merely opens a booking environment that allows the promotional code to be used. Additionally, each *** coupon and promotional offer has its own terms and conditions that inform customers whether or not the discount being applied renders the booking ineligible for rewards or not. It is the responsibility of our customers to fully review these terms and the booking details before applying the coupon or promotion, agreeing to the terms of the reservation and submitting the booking for confirmation.
On November 26, 2019, our customer contacted *** customer care via chat and inquired as to the reason the stay in question did not earn any *** rewards upon completion. The assisting representative advised that, due to the coupon being applied at the time of booking, the reservation was no longer eligible to earn *** rewards. Our customer did not accept this answer and requested the case be escalated to a higher department for further review. The assisting agent forwarded the case to an offline supervisor team.
On November 26, 2019, our customer also reached out to the *** Corporate Office via email requesting that the rewards credits from this booking be added to the account.
On December 09, 2019, the offline supervisor team reviewed our customer’s case and imposed the terms and conditions of the *** Rewards Program.
Also on December 09, 2019, the *** Corporate Office reviewed our customer’s case and, even though the reservation was not eligible to earn *** rewards, added the rewards from this stay to our customer’s account as a one-time courtesy and goodwill gesture.
Conclusion/Resolution:
We do apologize for any inconvenience our customer may have experienced regarding this matter.
As the rewards from this stay have already been added to our customer’s *** Rewards account, this matter has been addressed and resolved appropriately. To avoid any future confusion, we would recommend that our customer review the *** terms and conditions regarding rewards and what bookings are eligible/ineligible through the following link: https://www.***/customer_care/terms_conditions.html
Thank you for bringing this matter to our attention and allowing us the chance to review.
Best Regards,
Miles H.
Consumer Relations
***
*** LP
Customer Response
• Dec 11, 2019
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 travel using Expedia.com on Sep 14, 2019. I received two email notifications about travel time adjustments. I was concerned that this was happening more than normal and I was worried about the Airline quality. I had to change my travel plans and called Expedia on 12/2 four days before my departure date and asked about changing flights. At that time I was told by the agent that the Connecting Flight from Delhi to Coimbatore on *** was canceled and he cannot change my flights. I asked him to cancel my itinerary as I was not informed about the cancellation by the Airline nor Expedia. The agent said I was eligible for full refund and he will cancel the itinerary. (Case#-***). He confirmed that the itinerary had been canceled and I will receive email confirmation from Airlines. As I had not received a cancellation I called Expedia the next day to find out about status of refund and not reaching cancellation confirmation either from Expedia or the Airline. (***). The agent said he will escalate my case to the Special Desk and I should get a cancellation in 72 hours from the airline. I received the cancellation confirmation from Expedia but 72 hours passed and no word from the Airline and no refund. I called Expedia on 12/6 and the agent who answered said my itinerary was still active and had not been canceled. I reminded I have an email with the cancellation details from Expedia then he informed after checking with his supervisor that yes it was canceled (***) but the airline had not responded to Expedia claim and has not processed refund. he escalated the case to a Special Desk. (***). The special desk wrote to me and said claim has not been processed and to wait another 72 hours. I find this unacceptable that Expedia has collected $2163.08 and is blaming the Airline claim process to refund my money. These actions has prevented me from changing my flights and have impacted by holiday travel planning. Please help me get refund.
Expedia.com Response
• Dec 10, 2019
December 10, 2019
Revdex.comAlaska, Oregon & 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 (“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 refund. We understand that Mr.is seeking a full refund for the cancelled flight.
Our records indicate on September 14, 2019, Mr. *** or an authorized user of the Expedia account booked a roundtrip flight on *** from Memphis, TN, USA December 6, 2018, traveling to Coimbatore, India and returning on January 4, 2020, from Coimbatore, India to Memphis, TN, USA, via itinerary ***. A confirmation email was sent on the same day, it was opened and reviewed once on September 15, 2019.
On November 6, 2019, Mr. called in wanting to make changes to his flight but he was not okay with the change fee. He advised he would call back.
On December 3, 2019, Mr. called in to reconfirm if the flight have been cancelled. He advised he has not received an email from the airline to confirm the cancellation. Our representative checked the notes on the account and emailed the airline about the refund.
On December 6, 2019, Mr. called in wanting to follow-up on his refund request. Our representative was able to verify the reservation was cancelled on December 3, 2019. The cancellation was due to the unacceptable schedule change initiated by *** and Expedia had emailed *** asking for a full refund.
After further review on December 10, 2019, I have reviewed the airline account and the refund was issued on December 9, 2019 for $2,149.53. The refund was issued by *** to VISA card ending *** and the refund should be received with the next billing cycle.
In addition , at the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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. *** 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. We hope you understand we must adhere to the policies dictated by the airlines.
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.
LIABILITY DISCLAIMERThe 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 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 FCorporate Correspondence Team
Customer Response
• Dec 11, 2019
Complaint: ***
I am rejecting this response because:
Although I accept that Expedia after much delay has processed the refund, I want to highlight failure on their part on the following :
1. When my connecting flight was cancelled Expedia did not alert me about the cancellation. If I had not called to check with Expedia I will not have know that my connecting flight was cancelled.
2. When Expedia cancelled my itinerary at my request they did not send a cancellation notice and I had to call them and inform them and escalate within their teams to receive this cancellation
3. The face that consumers are booking on Expedia and Expedia is processing the payment, Expedia should take the responsibility to issue refund under right circumstances and claim the money from the airline. The fact that Expedia collects the money on behalf of airline at the time of booking but makes the customer wait on a refund to me is a spurious business practice.
I was hoping for a response with recognition of errors on part of Expedia in handling the case and causing customer a lot of concern rather than justifying their actions.
I am thankful for the prompt action by Revdex.com which has helped me collect my refund after substantial delay.
On Black Friday, I booked 2 seats for $326.60 on a non-stop flight from Minneapolis to Miami thru Expedia.com (itinerary # ***) on Sun Country SY313 (reservation ***) for 01/18/2020. I selected and purchased this flight based on a departure time stated as 6:50a, non-stop, arriving in Miami in 3hr 35min.
Today I received an email from Sun Country stating they moved my flight departure time to 5:15a, which I can not make.
I called Sun Country and explained, the agent (whom was polite) gave me 2 options of either another flight but on a different day or a refund in 7 to 10 business days.
I called Expedia and the agent though again polite, could do nothing but transfer me to a Sun Country agent.
Well already having hotel and cruise ship reservations paid for and vacation time scheduled from work, I can't just change everything so I chose the refund.
Now I have no flight to my cruise.
I am quite disappointed by the services provided by Sun Country Airlines and Expedia.com.
Expedia.com Response
• Dec 10, 2019
December 10, 2019
Revdex.comAlaska, Oregon & 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** regarding rebooking him another flight because he did not agree with Sun Country’s schedule change. We understand that *** is seeking to get a new flight booked right away to accommodate his travel needs.On December 6, 2019, *** called in to reinstate his cancelled flight. He advised that he cancelled his reservation using the website after being notified of the airline schedule change. *** did not want the flight that the airline offered. Our representative contacted the airline to see if they could reinstate on their end. The airline representative advised there was an airline schedule change and the reservation was cancelled and had already been refunded.
After further review on December 10, 2019, I was able to verify the airline had a schedule change on December 6, 2019; the departure time was change from 650am with a 1125am arrival to 515am departure with a 950 arrival. Upon reviewing Sun Country Airline website, I was able to verify that the flight information was not available because their site is showing the flight has been cancelled. Based on Sun Country’s advisement of the flight being refunded on December 6, 2019. *** has been issued a refund. The refund will appear by Sun Country on the original card that was charged.
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. Sun Country 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. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, *** agreed to our Terms of Use, which expressly provide: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.
LIABILITY DISCLAIMERThe 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.
*** can contact our Customer Service Department at 877-227-748, they will be happy to assist him with locating another flight or he can book himself online. Flights are not guaranteed until ticketed. An airline can make a minor change (less than three hours to your original ticketed times) to the flight time and we are only required to let you know about the minor schedule change. Normally, if an airline makes a major schedule change (more than three hours from the original ticketed time) Expedia is required to let you know what the airline is offering in place of your original flights. If the change is unacceptable the airline would issue a refund for the flight segment in question and you would have to locate another flight.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
We are traveling to Peru from NY and called an agent to select the airport best suited for our resort we are staying at. Upon booking I later tried to book a shuttle service. The shuttle service to the resort is outside the 40 mile radius that they would get us as it is over 3 and 1/2 hours away. I called Expedia explained the issue of receiving bad professional advice from their agent. They basically said it is my problem and I would have to cover the cancellation fee which is the full cost of the flights and then pay for the new flights because the airline does not allow to transfer or cancel. If I made the mistake I would be ok with that but I called them fir professional advice as I am traveling to another country I have no idea about. Now I am stuck with no way of getting to my resort. I am going to cancel the resort as they allow to do so but also cancelling the flight and I am looking for Expedia to reimburse me the full flight amount of around $1,100 USD.
Expedia.com Response
• Dec 11, 2019
December 11, 2019
Revdex.com
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 (“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 vacation package.
Our records show that on September 1, 2019, Mr. or an authorized account user self-booked a package on Expedia’s mobile site under itinerary ***. Travel is with *** Airlines, traveling from Lima, Peru, to Piura, Peru departing on December 15, 2019 and returning on December 20, 2019. The package included a hotel, with a stay at *** for a check in on December 15, 2019 and a check out on December 20, 2019, for a total of $3,3337.19. We understand Mr. is requesting that Expedia compensate him by refunding the airfare, based on a shuttle service distance restriction.
On December 6, 2019, Mr. contacted Expedia to add a shuttle service to transport him from the airport to the resort. Regrettably, the resort selected by Mr. at the time of booking is beyond 40 miles from the, Capita FAP Guillermo Concha Iberico international airport. Furthermore, airport shuttle services are unavailable to Mr. based on distance. We then provided contact details for a Taxi agency located in Piura, Peru.
Our records show on December 7, 2019, Mr. contacted Expedia to inquire on canceling his whole package. We informed Mr. that he may obtain a refund for the resort portion of his package. However, the flight is non-changeable and non-refundable based on the airlines policy. Therefore, Mr. cancelled the resort by accepting a refund of $2173.84, as for the flight it was left active at his discretion.
Additionally, Expedia’s Terms of Use, and package restrictions which were agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
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.
*** Restrictions:
Departure Flight Term:
•Tickets are non-refundable and non-changeable.
Return Flight Terms:
•Tickets are non-refundable and non-changeable
*** Restrictions:
Cancellations or changes made after 12:01 AM local hotel time,
Saturday, December 14, 2019 are subject to a hotel fee equal
to 1 night(s) plus taxes and fees.
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. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. *** Airlines is the operating carrier and merchant of record (the entity that received Mr.’s funds and is the company that charged his credit card). We must abide by the terms and conditions set forth by *** Airlines.
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. Expedia provides the selection details on several pages for review including the final payment screen. When acting as their own travel agent it is each customer’s responsibility to review all details of their itinerary selections prior to finalizing a reservation.
The resorts map on Expedia shows, that the property lists its closest airport as Tumbes (TBP-Capitan FAP Pedro Canga Rodriguez) being 100 miles away. Please be advised that distances provided on Expedia are calculated in a straight line from the properties location to the point of interest or airport and may not reflect actual travel distance.
Our website is designed to list properties closest to the destination preselected by a customer. Hotels maybe filtered by price, best deals, distance from airport, property class and homes. In addition, customers may specifically search by property name. In respect, to the distance between the hotel and airport. We added an attachment to this complaint giving a visual of our filters available to our consumers. Inconclusion, Mr. may consider rebooking his hotel accommodation as he was previously refunded for the Royal Decameron Punta Sal.
While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Dec 11, 2019
Complaint: ***
I am rejecting this response because: while I agree I purchased online, I did however purchase said package with the flight in consultation with an Expedia representative. A conversation I had on December 6th with a supervisor from Expedia explained to me that they would refund me if the phone records proved that one of their advisors provided me with the information to travel to that airport. Now with that said, I contacted them the next day to see about the refund. They told me that they don’t keep phone records over 3 months. I can’t be penalized or responsible for an error that they made. They acknowledged they would refund me but it is not my fault they only save messages for 3 months. In addition I live outside the country and was relying on their professional advice in order to enjoy my trip. They are a travel service company providing bad advice and I should not be penalized for said error that was clearly theirs.
I was trying to purchase a vacation package through Expedia.com. I found a package I liked, attempted to purchase and after choosing it and entering all of my options, entering all my details and clicking confirm the website refused to give me a booking reference and then asked for $1000 more dollars. I spent several hours on the phone with various customer service representatives who all refused to honor the advertised price. My credit card was charged for the trip 5 different times and none of them actually gave me a booking confirmation. The advertised deal was non existent and the customer service representatives said that it was not on the website even though I was looking at it and it managed to charge my card and I have pictures of it all step by step. They said wait and try again, I did that. They said call back if you still have trouble, I did that. They said they would call me back in 30 minutes and resolve it and never did. I still see the vacation package online and it is still not being honored.
Expedia.com Response
• Dec 10, 2019
December 10, 2019
Revdex.com
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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a vacation package. We understand that the customer is seeking a refund for the increased cost in airfare based on the inability to secure a lower rate.
Our records show that on December 9, 2019, ***, or an authorized account user, self-booked a package reservation on Expedia’s Mobile website, under itinerary ***. Travel is with American Airlines, traveling from Hartford, CT USA to Cancun, Mexico departing on January 17, 2020, and returning on January 21, 2020. The package includes a hotel accommodation with Dreams Sands Cancun Resort & Spa Cancun, Mexico for a check in on January 17, 2020 to checking out on January 21, 2020, for a total of $2,271.36.
On December 10, 2019, based on ***’s, request to honor $1639.94, as advertised for a vacation package. We used our internal tool which allows us to see the customer’s booking process, Expedia reviewed ***’s booking session which confirmed our site provided the following message, “The price of your trip has changed from $1639.94 to $2,467.36. Rates can change frequently. Book now to lock in this price”. In addition, the airlines that *** was attempting to book was a combination of Aero Mexico and Delta under their basic economy rate.
We utilize a real-time airline reservation database that contains current ticket prices and availability. That database is updated regularly as fares change and seats are sold. Please be advised airlines routinely change their prices causing some fluctuation in cost from website to website. In addition, they limit the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, the specific fare that was showing available when *** begun planning her trip became unavailable when she tried to confirm the seats. Airfares are subject to change until tickets are officially issued and a confirmation number is provided.
Furthermore, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we have no control over when, or how often, prices and availability change. Additionally, Expedia’s Terms of Use, which was agreed to by *** at the time of booking, expressly states:
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 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.
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is 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. Expedia has 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 ***’s experience was not as we would have hoped, due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
A hotel was booked through Expedia for Nov 11, 12, & 13,2019. On the evening of the 11th. it was discovered that there was no hot water. Because it was late and my daughter and I were ready for bed, we waited to report the problem until the morning of the 12th. The hotel was unable to make repairs in an expeditious manner and I needed to get to an Dr. appointment, we checked out of the hotel the morning of the 12th. After being charged for all three days, Expedia was contacted and my daughter who made the reservation for me, was told it was the policy of the hotel not to make refunds. There was nothing more they could do.
Expedia.com Response
• Dec 11, 2019
December 11, 2019
Revdex.com
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 ("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 hotel reservation. We understand Ms. is requesting a refund for unused nights at a hotel property. On December 11, 2019 we attempted to contact Ms. to acknowledge the Revdex.com complaint, but were unable to reach the customer.
Upon further research, did not locate an Expedia account related to Ms. complaint. We respectfully request that Ms. provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. concerns.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Dec 12, 2019
Revdex.com:I have reviewed the response made by the business in reference to complaint ID. Expedia has requested additional information. The reservation was made by my daughter ***. Her email is: *** The itinerary # is ***
I can be reached at ***
Sincerely
Expedia.com Response
• Dec 13, 2019
December 13, 2019
Revdex.com
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 ("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 hotel reservation. We understand that the Ms. is seeking a full refund, based on quality at the hotel.
On November 4, 2019, Ms. or an authorized account user self-booked on Expedia’s website, under itinerary ***. The hotel accommodation was with *** in Portland, OR for a check in on November 11, 2019 and check out on November 14, 2019, for a total of $588. The reservation also included a protection plan for $26.
On November 21, 2019, Ms. contacted Expedia to request a refund based on quality within her assigned room. We attempted to contact the *** to advocate for a refund as requested. Regrettably, we were unable to obtain refund authorization at that time. As it was noted, the reservation was purchased under a specific hotel cancel policy. Therefore, Expedia was unable to honor the request for a refund. See the following restrictions listed below:
Additionally, Expedia’s Terms of Use, and the cancel policy which was agreed to by Ms. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is 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. Expedia has 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.
The *** Policy:
Cancellations or changes made after 11:59 PM local hotel time, Sunday,
November 10, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Expedia typically experiences a form of verbal communication such as an inbound call into our customer service center to voice concerns during a customer’s stay giving Expedia the opportunity to assist the customer immediately. As per our research, Ms. did not contact Expedia during her stay for assistance. We have a department dedicated to relocating customers experiencing similar concerns as Ms. described after trip completion. If Expedia isn’t given the chance to assist a customer during their stay that limit’s our ability to rectify a concern as it occurs.
On December 13, 2019, Expedia contacted the *** to obtain their authorization and records surrounding Ms. early check out. In consulting with Expedia, River’s Edge permitted a two night refund in the amount of $411.60. The time it takes to receive these funds depends on how quickly Ms. bank processes refunds generally within three to seven days.
While we regret Ms. experience was not as we would have hoped due to the information provided above Expedia is unable honor her full refund request.
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.
On 12/2, I made a purchase for a hotel reservation thru hotels-delta.com. I was presented on the final page with the price of $1,529.74. When I received the confirmation email, the price changed to $2,039.40. I called customer service at 866-204-0280 to discuss the issue. I was told that they didn't know what happened. I spoke with Jake (Supervisor) regarding the change in price and he stated that I should rebook the reservation with the correct price and they would cancel the first reservation.
I asked him at that point about the cancellation policy and loosing 1 night of the original reservation. He stated that if I rebooked thru their system and they could verify the second reservation for the same dates and hotel, that they could get the cancellation fee waived on the first reservation.
I then rebooked with the correct rate displaying on the webpage and email confirmation. I called back customer service and they saw I spoke with Jake and said that the person who handles that is away on break or something to that effect, and it would take an hour before he would be back. I called back 3 hours later to find out the disposition and was told to wait 48 hours as requests of these types could take that long to resolve.
Not hearing from them, I called back today, 12/4, after the 48 hours and spoke with the first line customer service rep. He didn't see any notes on the cancellation and just reiterated the cancellation policy listed. I asked to speak with a supervisor and was transferred to Kathleen. She stated that she saw the notes and allegedly emailed me on 12/2 with the disposition. I have searched my mailbox and have found no such email. If I had, I would have called back to speak with Jake that stated the cancellation policy could be waived and find out why it was not as explained. She then stated that she doesn't see anything about the exception noted. If Jake didn't make the proper notations, then how did they ever ask for the exception.
Product_Or_Service: Hotel Reservation
Order_Number:
Expedia.com Response
• Dec 13, 2019
Hello Revdex.com,I am pleased to assist with case #***. Below are the findings and resolution to the case.Customer Complaint:The customer has claimed that they were presented a price of $1,529.74 USD at checkout. They have also stated that, upon receiving the confirmation email, a higher price of $2039.40 USD was presented in the confirmation email. The guest stated that they spoke with a supervisor named Jake whom approved a full refund of this booking once the customer created a new Reservation.The customer is requesting a full refund for this booking of $2,039.40 USD. We have already issued a refund of $1,517.76 USD leaving a remaining balance of $521.64 USD. The refund was issued due to the cancellation and change policy that was agreed to at the time of booking.Findings:According to our records, the guest called in on December 2nd of 2019 to raise the concern of being over billed for the booking that was created. The customer claims that he spoke with one of our supervisor's and was told he needed to create a new reservation for the lower rate. Once this was completed then we would waive the penalty for the original booking.Upon review, we have no record of the guest having this conversation with any supervisor. Also, we have not received any documentation showcasing the customers claims of having a lower rate before creating Itinerary ***. Due to no evidence being provided and no record of the conversation between the guest and a supervisor, we have denied the refund of $521.64 USDResolution:Due to no evidence being provided and no record of the conversation between the guest and a supervisor, we have denied the refund of $521.64 USD. The hotel has imposed the cancellation and change that was agreed to at the time of booking and billed us for the first night.Thank you for bringing this matter to our attention and allowing us a chance for resolution.
I have purchased a plane ticket for my 61 year old mother. It was the shortest possible flight from Raleigh, US to Bucharest, Romania. Raleigh to Paris, about 3 hours in Paris and then Paris to Bucharest, for a total of 12:33 hours of travel time. It was not the cheapest option, but I happily paid extra so she would be more comfortable flying. She does not speak a foreign language and she has diabetes and high blood pressure, so I wanted her to to not have to stress or lose too much sleep.
When we arrived at the airport, I was informed that the flight I bought never existed, and my mom’s ticket had been changed to Raleigh to Atlanta, Atlanta to Paris with a 7 hour layover in Paris and Paris to Bucharest, for a total travel time of 24 hours!!! She had to leave that day, because her visa would expire, so it was her only option. She arrived in Romania feeling extremely sick, she had a headache, was feeling dizzy, dehydrated and extremely tired
I have been on the phone with Expedia for over an hour that evening and another hour today trying to resolve this issue. They just hung up on me a minute ago. They have sent me from one incompetent agent to another, they all “work in silence”, “checking on my case” and they keep coming back every 20 minutes to tell me that they haven’t done anything to help. I asked for a supervisor and they said they have to call the airline and call me back. They never called me back. Their lack of customer service is extremely disrespectful.
I am asking for a full refund. According to ***, they should have never sold me that ticket because *** doesn’t fly to Paris from Raleigh on Wednesdays. They basically sold me a ticket that doesn’t exist. They replaced it with a horrible flight that I would have never purchased, let alone paid that much for. And they’re wasting even more of my time by making me wait on the phone for hours. Please help me resolve this. Thank you.
Expedia.com Response
• Dec 12, 2019
December 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns 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 flight. We understand *** is requesting a refund.
Our records indicate on April 28, 2019, ***, or a person authorized for the Expedia account, booked a roundtrip flight for a passenger, traveling from Budapest, Romania, to Raleigh, NC, USA, departing on June 5, 2019 and returning on December 4, 2019.
We understand that the flights were affected by an airline initiated schedule change. On May 25, 2019 the outbound flight for December 4, 2019, for travel from Raleigh to Paris, was canceled by the airline.
Expedia emailed the customer at the email address they provided for such contact. The email advised of the flight that was canceled and offered two flight options from *** Airlines. No reply or contact was received from the customer. The customer had a live itinerary in their Expedia account that updates with the changes.
On May 30, 2019 Expedia contacted the passenger via the phone numbers provided by the customer. One phone number did not connect, but we were able to leave a voice message. A second email was sent to the customer advising agai of the flight cancelation, and urging the customer to contact us.
The records show that the customer arrived at the airport and took the outbound flight on June 5, 2019. On December 4, 2019 the airline exchanged the return portion of the ticket to provide available flights. Flight availability may decrease as the travel date nears resulting in limited options.
Expedia does not operate flights; and, we do not have control of airline schedules or availability. We are a third party intermediary that offers items for purchase from travel suppliers. The terms and conditions for those items, including the contract of carriage, are provided by the travel supplier, and are partly provided on the airlines website.
The website Terms of Use were provided at the time of booking and include:
SUPPLIER RULES AND RESTRICTIONS
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 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.
As the ticket in question was fully used for the travel purchased, a refund is not available. Compensation is not available from Expedia for airline schedule changes.
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,
Denise S
Corporate Correspondence Team
Customer Response
• Dec 15, 2019
Complaint: ***
I am rejecting this response because:
I have not received an email or phone call from you or the airline. When I had a schedule change before, with the same airline, ***, they made sure that they reached me. They called and texted and they made sure I got that information before I got to the airport. I had a screenshot of my original ticket and that’s what I went by. The ticket that I ACTUALLY bought from you. When I got to the check in counter and they told me she was flying to Atlanta, I checked your website and the information that you had made no sense. The departure date was incorrect, it was December 5-th. The first leg said Paris to Bucharest, the second leg said Raleigh to Atlanta. It had so many errors that your own website couldn’t even calculate the total duration, it says 0 minutes. So had I checked that ahead, it wouldn’t have helped at all. I am attaching a screenshot of my original ticket and the ticket full of errors that you changed it to. Also, in your reply to this complaint, you were saying that I purchased a ticket to Budapest, Romania. Budapest in in Hungary. My ticket was for Bucharest, Romania. When you work for a company that deals with people flying to see their families, and spending A LOT of money for these flights, these little details are extremely important. Please pay attention. I had bought a ticket that gave my mom the most direct way to fly to Romania. It was supposed to be 12.5 hours. The itinerary that you changed it to took almost 24 hours!!! How in the world in that acceptable? She got to Romania extremely sick, dehydrated and tired. She had no choice because her visa expired that day.
Another thing I want to add is that the *** employee at the check in counter told me that this flight never existed and you have sold me the wrong ticket. You are saying it’s a schedule change. I have no idea what the truth is. I am asking you to partner with *** to resolve this for me, just like you partnered to receive my payment. I see that the trend is that when there is a problem, *** says I’m not their customer because I bought my ticket from you and you say you’re not responsible because I bought something from ***. That is really bad customer service. You’re both big reputable companies and I expect more from you. Please acknowledge your mistake and do something about it. I have been your customer for over 10 years and I have bought most of my tickets and my family’s tickets through you. We are a family of six and I also buy tickets for my mom, my sister and her husband and my cousins. I will absolutely never buy anything from you ever again if you don’t make this right. Again, I am asking for a full refund because my mom did not get to use the ticket I bought for her. We spent four hours at the airport trying to figure this out, she had to travel for 24 hours, it was a huge inconvenience and it affected her health. You have not addressed the poor quality of the customer service I received over the phone. I was bounced from one agent to another, everyone “checked my case” and never got back with any useful information, they said they would call me back and never did and when I asked for a supervisor I was left waiting for 20 minutes and then they hung up on me. That is unacceptable.
When I booked an international trip through Expedia.com. When I booked my flights I paid for a 4 hour layover in Seoul, South Korea. While on my vacation I got an email saying that changes were made to my flight and that my reservation couldn’t be ticketed until I responded, so I did immediately with questions because I was needing to know the new information. They never responded so I emailed the next day and also sent the email to info@ expedia.com. No response from either and I was supposed to go home in 1.5 days! It turns out my layover turned into a 14 hour layover! Which wasn’t doable due to classes, work, and thanksgiving meals. I decided to call customer service which made the inconvenience even worse! I spent 4 hours on the phone and the employee, Baljeet, kept offering solutions then would turn around and say “oh nevermind”. The only real solution he gave me was changing the flight plan for ONE of us. I said that was unacceptable and he wouldn’t transfer me to a supervisor. He then said that we could either get on the plane and deal with the layover, or request a refund which takes 2 to 3 months. I said “Baljeet I can’t stay in Thailand for 14 more hours you really think 2 to 3 months is an option.” I told him if I got on that plane I demand to have some type of compensation whether that is a partial refund or seat upgrades. He said neither of those things were doable. FOUR HOURS! And absolutely no solution or help from Expedia. I gave up with him and called the airline directly and spent an hour with them. They thankfully helped us get a different flight plan. I filled out the survey Expedia sent me hoping they would get back to me and I have yet to hear back. Worst service I’ve ever had and I’m even more upset about the call because it wasted a whole evening of my trip.
we a party of 3 that purchase a vacation stay in *** for 5 days in an adult side
because it was more accessible for handicap for my aund
in a wheel chair we purchase the higher end room instead the gave us the family are which was cheaper but we paid higher price thesent us an email at *** confirming our purchase but does not stated in was for the Adult section or family just the charges as soon as I was in the hotel we went to talk to a expidia staff took my information and the hotel manager which they were both blaming each other for the mistake the hotel was requesting even more money and expedia has had me calling them with out a resolution offering us 200 dollars and not even mentioning the hell we lived at the hotel we got sick my aunt was taken to the clinic there and I spent the day in the room sick no one has won notjing after talking to a rep stated that I never contacted expedia which I had done they are responsible for this mix up
Expedia.com Response
• Dec 10, 2019
December 10, 2019
Revdex.com
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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on August 17, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile site, under itinerary ***. The hotel stay was with ***, for a check in on November 20, 2019, and a check out on November 25, 2019. We understand Mrs. is seeking a full refund for unsatisfactory services provided during her resort stay.
On December 2, 2019, Mrs. contacted Expedia requesting compensation based on her room location and services. We reached out to *** on behalf of Mrs. to request compensation. Regrettably, the resort denied our request as Mrs. was able to utilize the full reservation. Furthermore, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
We regret to hear Mrs. was dissatisfied with services at *** If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that Mrs. communicated her issues at the resort to Expedia until December 2, 2019, post check out.
In respect to the Adult section at the resort, by using an internal tool which allows us to see the customer’s itinerary, Mrs., did not preselect the Adult side of the resort as that did not appear on her confirmation. The exact resort details, including room type, was emailed to Mrs., on August 17, 2019, for her records.
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, 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.
As a courtesy, on December 6, 2019, Expedia processed a refund of $500, back to the customer’s original form of payment. The time it takes for that refund to post depends on how quickly Mrs.’s bank processes refunds generally within three to seven days.
Additionally, Expedia offered to issue a $200 voucher to Mrs.’s Expedia account for the inconvenience of the experience. That voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. Please note that this voucher is not intended to place a value on Mrs.’s experience, but rather, it is meant to emphasize our commitment to her as a customer.
We ask that Mrs. kindly keep record of this Expedia case number (***) and contact us should she wish to accept the $200, hotel voucher. The service and support team is available 24/7 and our contact number is 1-866-310-5768. While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is unable to issue additional compensation.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Dec 10, 2019
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.
Book somewhere else. Recently went to Japan for a family emergency on a one way ticket. After getting there I purchased a return ticket, circumstances changed and thus my ticket had to change as well. I called because I purchased the flight protection/insurance and after being on hold and being transferred many times they finally booked me a flight.
During the call they mention there is a change fee of $180 charged by the airlines. Later I get a bill for $260. I contact them and after hours of hold and transferring no one can explain the additional $80 fee they charged me. They send me receipts that look like they were typed up in the Mail app without any official letterhead with the math wrong and the itemization for things charged different each time, always "escalating" me to a new "supervisor". I send them screenshots of the previous flight and new flight which are the same price therefore no additional charge other than the $180 but they still can't explain always deferring to the fact that I agreed to get charged something. $80 is not a lot but I'd like potential customers to be very wary of their customer support staff which is actually a third party company Expedia hired to deal with service support. I would avoid Expedia all together and at the very least do not buy the flight protection through them. It is worthless.
I repeat do not use Expedia to book. You will waste time and money.
My girlfriend and I had booked a hotel with Expedia,the hotel being *** in Amalfi Italy. The dates were September 7th to the 12th 2019. We also purchased travel insurance called Hotel Booking Protection Plus, thought Expedia, in the same transaction (total cost $1,058)
We had plane tickets to travel to Italy on September 4th, 2019. Our flight had to make an emergency landing due to the control display unit going on fire. The landing was in Gander, Canada. We were fortunate and grateful to be alive. Due to those circumstances me and my girlfriend were not comfortable flying with the same airline and decided to take another airline back home to New York.
We called Expedia on September 5th, the day of the emergency landing, to inform them of the situation and to cancel our hotel. We also reached out to the *** by phone and email to cancel as well. Both parties informed us that this was a non refundable purchase. We felt the circumstances would supersede that policy but it did not. We decided to put in a claim with the insurance, AIG, that we purchased thought Expedia feeling it should be covered under their policy. The insurance covers trip cancellations and trip interruptions, which this event should fall under. We were denied that as well. We then put in a dispute with my credit card, ***, which after 2 months ruled in our favor but the merchant, Expedia, refused to apply the credit back. Being that Visa has no legal authority to force Expedia to refund us, they had to apply the charge back to the credit card.
Expedia.com Response
• Dec 06, 2019
December 6, 2019
Revdex.comAlaska, Oregon & 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 (“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 full refund for his hotel reservation. We understand that Mr. is seeking a refund of $1,058.90.
Our records indicate on June 1, 2019, Mr. or an authorized user of the Expedia account purchased a five-night hotel reservation at ***, Atrani, checking in on September 7, 2019 and checking out on September 12, 2019 along with the Hotel Booking Protection Plus via ***.
On September 6, 2019, the customer called in to cancel the reservation. Our representative advised the reservation was nonrefundable but called the hotel for a waiver. The hotel asked us to send them an email with the reason for the cancellation. The customers flight had a mechanical issue and they had to make an emergency landing in Canada. The customer did not feel safe and decided to return to New York. Expedia emailed the hotel. The hotel responded back via email and denied the waiver.
After further review on December 6, 2019, Expedia reviewed the details of the reservation, the confirmation itinerary along with the Hotel Booking Protection Plus. The Hotel Booking Protection Plus allowed for the reservation to be cancelled or interrupted for covered reasons but the traveler would need to file a claim with the provider. The provider would determine if the cancellation reason was covered or not and advise the customer accordingly.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Dec 06, 2019
Complaint: ***
I am rejecting this response because:
Expedia strongly advertised the hotel booking protection plan several times when booking the hotel on their site. We did send in a claim with the Hotel Booking Protection Plan insurance broker and lost. Expedia collected our funds and advertised their vendors in this transaction. Expedia was the service that was paid, therefor they are ultimately responsible. If they have no control or authority over their vendors they should reconsider who they do business with.
I tried and failed to use my points to purchase a hotel stay. I tried to call Expedia regarding the technical issue that I was running into, and stayed on the phone for 2.5 hours to try to resolve the issue, but no one could help me. I paid $136 out of pocket for a hotel room, and demand to be reimbursed for the expense.
Expedia.com Response
• Dec 06, 2019
December 6, 2019
Revdex.comAlaska, Oregon & 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 (“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 of her Expedia points. We understand that Ms. is seeking a refund of 9600 Expedia points to replace the $135.23 payment she made for her hotel reservation.
Our records indicate on May 12, 2019, Ms. or an authorized user of the Expedia account purchased a one-night hotel reservation at ***, checking in on May 26, 2019 and checking out on May 27, 2019 via *** on account ***.
On December 4, 2019, the customer called in to get a refund for the itinerary since she was unable to use her Expedia points on her account ***. The representative noted on account *** that we do not have any documentation about issue. Ms. wants Expedia to refund her the amount paid. Ms. asked for a manager. The call was taken over, the manager reviewed the account under ***. There have been approximately 15 emails regarding the issue as well as multiple calls. Ms. was offered a refund for the reservation as a onetime courtesy. Ms. accepted and asked for compensation for time. Our manager advised we do not offer compensation for time.
After further review on December 6, 2019, I was not able to retrieve the reservation, so I contacted Ms.. She advised the itinerary number of another account. She stated she had to book through another account because she could not make a reservation on her own account. I advised her that the hotel reservation had been refunded in full on December 4, 2019. I advised her I would call her back with a resolution and respond to the Revdex.com complaint. I was able to create a reservation, the system advised that there were 13073 Expedia points equal to $93.35. I called Ms. back and left a message that a reservation could be created on our site and our system showed the available points. Advised we were not able to apply any compensation for the matter.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Expedia.com Response
• Dec 09, 2019
December 9, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the rebuttal from Ms.. We regret to hear she did not accept our response.
We have reviewed the documentation on the account and there is no new information. Ms. advises that she cannot book a reservation on her Expedia account with points.
Expedia has been able to create a reservation and select the points to be applied to the reservation. There is no problem with our system as I was able to book the reservation on our end and apply points. Ms. may contact our Customer Service Department at 877-227-7481 when she wants to make a reservation and they will be able book a reservation for her by logging into her account. It is quite possible since we are able to book on our end and Ms. cannot; she may want to uninstall the Expedia program and then reinstall it. That may clear up problem of not being able to book.
Again, we thank you for allowing us the opportunity to address Ms.’s concerns. If you have any further questions or concerns, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Dec 09, 2019
Complaint: ***
I am rejecting this response because: I still cannot make any reservations with my points on this account.
On September 18, 2019, I made reservations and paid round trip airfare and rental car from Los Angeles, Ca. to Orlando, Florida from November 21, 2019 to December 2, 2019. The confirmed Expedia reservation #*** for a total amount of $1,074.82. On Nov 5 prior to my departure date of 21 Nov, I had to return home sooner than expected for the death and funeral of my Nephew on November 5, 2019. I did not cancel my original reservation although I bought a separate ticket to travel on the first leg of the trip. I fully intended to use the rental car and return date to Los Angeles, Ca. 02 December 2, 2019 as planned. Unbeknownst to me Expedia cancelled the entire reservation because I did not use the first leg of the trip forcing me to forfeit the entire amount paid of $1,074.82 and forced me to pay new rental car charges again and purchase a separate return ticket to Los Angeles, Ca. I think Expedia's position was unfair to cancel my reservation and added additional cost to me for this trip and I would like consideration for a refund because I was not allowed to use or enjoy any of my original reservation that was made and paid for in advance.
December 12, 2019
Revdex.comAlaska, Oregon & 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 (“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 refund. We understand that Mr. seeking a full refund for the flight that he did not take and the rental car that he did not pick up.
Our records indicate on September 18, 2019, Mr. or an authorized user of the account booked a package reservation departing on November 19, 2019 from Los Angeles, CA to Orlando, FL returning on December 2, 2019 from Orlando, FL to Los Angeles, CA; along with a 12 day Alamo car rental via ***.
On December 1, 2019, Mr. called in and advised he did not take the outbound flight and his return was cancelled. Mr. was asking for a refund. Our representative advised that per the airline policy there is no refund since he was marked as a no show.
After further review on December 12, 2019, we were able to review the United Airlines fare rules, which state if a customer no shows a flight the ticket becomes non-refundable. I also called Alamo and they advised the rental location charged $452.00 and that there was no option for a refund.
After September 11, 2001 most airlines cancel your return flight if you do not appear for the outbound. We would suggest if a passengers is not going to make their flights that they call and advised. Airlines have different rules for cancelling and to avoid being marked as a no show it is always best to advise before the departure flight time transpires. Most airlines want to be notified prior to the departure flight.
In addition , at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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. Air India 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. We hope you understand we must adhere to the policies dictated by the airlines.
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.
LIABILITY DISCLAIMERThe 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 Expedia is not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
I am unable to use the points that have accumulated to my account and have contacted Expedia many times regarding this issue. I am unable to book any travel through the account.
December 16, 2019
Revdex.comAlaska, Oregon & 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 (“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 not being able to make a reservation on our site.
Our records indicate as of December 16, 2019, Ms. does not show any current attempts to book any travel under account ID, with email address ***.
Previously, Ms. filed Revdex.com *** complaint and stated she was not able to book in her account *** which was created with email address *** and stated she could not use the available points.
After further review on December 16, 2019, Expedia was able to log into account *** (***) and book a hotel on our website, there is no problem with the account and there was no problem creating a reservation. In addition, Expedia was able to log into account *** (***) and book a hotel on our website and was able to apply Expedia Reward points to the reservation. There is no problem with the account and there was no problem creating a reservation.
Expedia has not been able to identify any problem with making a reservation with either of these accounts. Ms. needs to uninstall the Expedia program and then reinstall it and she should be able to book after doing so. Ms. may contact or Customer Service Department at 877-227-7481 for making her reservation since we are not having a problem creating reservations in her account.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Re: Expedia travel confirmation - Sun, Dec 8. - (Itinerary # ***
This stay was an absolute disaster!!! Motel said because I booked through a third-party that would be Expedia It was out of their hands. Very difficult to contact Expedia customer service. Most customer service is handled by algorithms. Total nonsense. The only reason I booked this hotel was because Expedia’s app had pool and a workout area in this motel. It has neither. Not to mention the condition of the room And that extremely noisy heater. Was totally unbelievable. One star would be far too generous for this Motel as it would be for Expedia. Expedia did help me with a review of this motel ,however I believe the blame lies with Expedia. This motel was first on Expedia’s list of motels in Denver. The lesson here is read reviews!!
We Arrived at the hotel, checked in on 12/6, woke up on 12/7 to get breakfast and came back to out room at 11am and our room keys don’t work. We went back and forth to guest services to exchange keys 4 times and none of the keys worked. They called security and while we waited outside for him to arrive he came and drove right passed us and never stopped to address the issue. This has been the absolute WORSE trip and hotel stay ever. I have never been so humiliated in my life. Feeling vulnerable and helpless because all of our personal belongings and luggage was locked in the room in which we had NO access to after paying Expedia $114 and paying Seralago Hotel & Suites - Old Town (Main Gate East) a $50 deposit on top of $20.44 resort fee. You would think the keys work. And when we asked for a Manager to rectify the situation we were told no manager is on duty only a supervisor in which they could not do anything either. We will NEVER book with Expedia or Seralago Hotel & Suites - Old Town ( Main Gate East) again. This was the worse experience ever. They moved us to a different Room which was Roach infested (I have pictures and videos) and all we requested was a refund of at least one night or to be compensated with a one night stay somewhere else at a later date and all they offered us was $25. This is unacceptable!!
December 11, 2019
Revdex.comAlaska, Oregon & 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** regarding a refund. We understand that *** is seeking a refund of one night or a two-night hotel stay of their choice.
Our records indicate on December 5, 2019, ***l or an authorized user of the account booked a two-night hotel reservation at Seralago Hotel & Suites Main Gate East, checking in on December 6, 2018 and checking out on December 8, 2019 via itinerary ***.
From December 8, 2019 through December 10, 2019, ***l sent numerous emails to Expedia advising of the hotel stay, the bugs and being locked out. Expedia responded to the emails advising we were trying to communicate with the hotel and eventually advising that the hotel would not honor the request.
After further review on December 11, 2019, I called the hotel and they advised that they authorize Expedia to issue a refund for the reservation in the amount of $114.06. They advised they gave *** breakfast and did not charge her resort fee along with authorizing Expedia to issue her a refund. Expedia issued the refund of $114.06 to the original card that was charges and emailed a refund receipt to the email address on file. The refund will appear in three to seven business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
We were advised that if we purchased insurance we would be able to cancel our trip and receive a refund. When we called to cancel due to matters beyond our control we were advised that we cannot get a refund but will be issued a credit for the airline. The policy states that the flight is non-refundable therefore insurance should cover this and we should not be forced to rebook the flight.
December 17, 2019
Revdex.com
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 (“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 his vacation package.
Our records indicate on August 26, 2019, the customer, or an authorized user of the Expedia account, self-booked a packaged itinerary which included roundtrip flights to Paris, France from Newark, New Jersey, USA departing on December 21, 2019 and returning on December 28, 2019, a hotel stay at the *** in Paris, France for check in on December 22, 2019 and check out on December 28, 2019, and Travel Protection Vacation Waiver provided by Expedia, Inc. The itinerary number received for the booking was ***. We understand Mr. is requesting a refund of $1,792.47 for the value of his booking, utilizing the purchased Travel Protection.
Upon review of the customer’s concern, we found that he called in to our Customer Support several times requesting information regarding a possible change or cancellation to his trip. The customer was advised upon his initial calls to Customer Support on November 21, 2019 that the purchased protection would cover applicable change fees and that the tickets are nonrefundable, so in any instance of cancellation a refund of the airline tickets would not be processed. Additionally, at the time of booking and upon receipt of the email confirmation itinerary the customer was advised the following regarding the Travel Protection:
“First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.
We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.
Note that the full price of the new ticket may be greater than the price of your original flight.”.
Based on the information provided above, Expedia is unable to honor the customer’s request for a full refund. He has however been refunded for the hotel portion of his package, totaling $622.81, as of December 10, 2019, per the travel protection coverage. Should Mr. wish to cancel his flights he will receive airline credits for all travelers totaling $540.83 each. The cost to utilize their credits is a $275.00 airline-imposed reissuance fee, plus any applicable fare difference. If the trip is cancelled or changed in accordance to the rules of the provided protection, the customer will receive a refund of the reissuance fee. If the customer would like to proceed with the cancellation or change of his flights, our Customer Support can assist 24 hours a day, 7 days a week.
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,
Daija H
Corporate Correspondence Team
On 11/22/19 morning, I purchased two (2) 3-DAY London Passes through Expedia.com for $272.28 for use by my wife and me in the UK from Mon 11/25 thru Wed 11/27 (Their itinerary # ***).They e-mailed me the appropriate paperwork (detailed receipt, appropriate QR codes for use on our smartphones, etc. which I'll gladly provide to you as a PDF). We had no problems on Monday and Tuesday. Problems began when we tried to use it Wednesday (3rd day). Passes not accepted going into St Paul's cathedral. Gentleman at St Paul's said there's a Tourist Info office across the road, maybe they can help. We head over there and I explain the situation to the lady at the desk....Sympathetic and polite, and calls London Pass Customer Service (UK). I spoke with "Suzy" at LP (tel. 44 20 7293 0972), also very sympathetic, very nice, I read off our two LP voucher numbers (***) and am told by her that they are only 2-DAY PASSES (?!?!?)...We go back to the hotel, contact Expedia (UK), read off our itinerary #'s , and am told that they can't help us and that we have to deal with Expedia (USA)....They transfer me to USA office, I explain the situation quickly and, since I didn't want to tie up the front desks's phone, told Expedia (USA) to call us back in our room. Expedia (USA) calls us back, we talk for a while about the problem, they put me on hold for about 30 minutes while they try to resolve the problem with London Pass, then they tell me they can't do anything for me due to refund policies. Since returning to the USA on 11/30, I've been going back and forth with both parties to try to get reimbursement. Each points the finger at the other. My position is that I purchased these passes from EXPEDIA, so I don't wish to hear about problems with third parties that are beyond my control. Next time (if there's a next time) I'll buy such products DIRECTLY from the vendor and AVOID the middleman (Even though I expect a big company like EXPEDIA to have our backs)
December 11, 2019
Revdex.comAlaska, Oregon & 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** regarding an activity that did not give the right amount of days on the pass. We understand that *** is requesting that we contact the vendor since he did not receive one of the days he paid for.
Upon further research, we were unable to locate an Expedia account or reservation related to your complaint. We respectfully request that you provide us with the itinerary number of the booking and the email address used at the time of booking. The requested information will allow us to appropriately address your concerns.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
December 17, 2019
Revdex.comAlaska, Oregon & 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** that his three days London Passes were only honored for two day passes.
Our records indicate on November 22, 2019, *** or an authorized user of the account booked a three-day London Pass for November 25-27, 2019 via itinerary ***.
On November 27, 2019, *** called in stating that they are not able to use the last day pass for their activity. He stated the vendor advised that they only booked two, two day passes. Our representative checked the details and was able to verify that it was for two days. Called vendor to ask for the details and they asked that we send an email. There were numerous emails about the passes from Expedia to the customer, the customer to Expedia and Expedia to the vendor. The vendor eventually advised they would not be able to authorize refunding since the passes had been used.
After further review on December 17, 2019, I contacted the vendor and they verified in their system the voucher numbers show the passes were for two days, not three. I was able to calculate the day that was not used should appear back to the customer as a refund for $90.76 but issued a refund for two days in the amount of $181.52. The refund was issued to the card that was originally charged and the refund should appear back on the card in three to seven business days. A refund receipt was emailed to the email address on file.
Please accept our apologies for the inconvenience that was experienced, the vendor confirmed the vouchers were in their system as two days passes, even though they showed on the reservation and in our system as three day passes.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate 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.
I received an e-mail from Expedia about 2 minutes before getting this one from Revdex.com. Expedia has indicated that they will reimburse me in the amount of $181.52. This, to me, is fair and equitable, and represents a reasonable amount for our loss of one day's use of 2 London Passes (and the fact that we couldn't then take the (included) train ride to go and see Windsor Castle and other interesting sites on that 3rd day as planned), plus "punitive" damages for being so greatly inconvenienced. Assuming that this goes through and processes quickly, it puts Expedia back in my good graces, and I look forward to using them for future travel-related services.
Thank you, Revdex.com, (Thank you, ***) for your vigorous pursuit of this case. All the best, Happy Holidays and Merry Christmas.
Sincerely
I am deeply saddened by a conversation I had with ***. I was in my account attempting to book our trip for NYE, and couldn't find my rewards from my last stay. Come to find out, there was a 5% code attached to the reservation that I supposedly used, however, when I look in my account, I do not see a code used.
I tried explaining this to the representative. I explained that I didn't use a code, that it must have automatically been applied, or perhaps I accidentally clicked on a link and it cached and ended up attaching to my account. But if that was the case, then I would have seen it during checkout and more importantly, I would see it now when I enter my past reservations and it is clearly not there.
I begged for the rep to help me, but he kept spitting policy at me. There was no critical thinking, and zero offer to speak to a supervisor. I told him I would never have used a measly 5% code to save a few bucks, like 12 dollars or something according to him and in return lose the chance of collecting 2 nights to work towards my 10 nights = 1 free night. How does that even make sense? I'm no rookie here, you can see that by looking in my account. I can't imagine anyone wanting to use that if they knew they would lose the chance to collect rewards, again, makes no sense!
They scam people out of rewards nights, automatically apply promo codes to reservations without people knowing. They charge your card immediately even though when booking it states "pay at hotel".
They have extrememly unethical business practices and it needs to stop. There should be a class-action lawsuit against these folks. The way they run their business so carelessly is disheartening.
Dear Revdex.com,
It has been my pleasure to assist with complaint case # ***. Our findings and resolution to the case are listed below.
Findings:
We can confirm that on November 13, 2019 our customer did self-service a reservation through the *** mobile app for a stay with ***. The stay was scheduled for check-in on November 13, 2019 and check-out on November 15, 2019 at the total rate of $359.38 USD, after the application of the *** promotional discount code “***,” to be paid directly through *** immediately at the time of booking.
We can also confirm that our customer is a *** Silver Rewards member and has been a member of the *** Rewards Program since 2015. Per the terms and conditions of the *** Rewards Program, as listed online and agreed to at the time of account creation:
“…you will not collect nights for the following:
1. Bookings made with an affiliate *** site
2. Bookings made before you joined the Program
3. Package bookings i.e. property + flight
4. Some bookings made using a discount coupon, voucher or code – you will need to check the terms for each of these
5. Bookings made through Group Travel Services
6. Bookings that do not cost you anything, i.e. are free”
It is important to note that all *** coupons, promotional offers, and Bonus Night credits must be manually applied by our customers at the time of booking. Even a promotional offer that utilizes a specific link does not pre-populate the promotional code at the time of booking, but rather the specific link merely opens a booking environment that allows the promotional code to be used. Additionally, each *** coupon and promotional offer has its own terms and conditions that inform customers whether or not the discount being applied renders the booking ineligible for rewards or not. It is the responsibility of our customers to fully review these terms and the booking details before applying the coupon or promotion, agreeing to the terms of the reservation and submitting the booking for confirmation.
On November 26, 2019, our customer contacted *** customer care via chat and inquired as to the reason the stay in question did not earn any *** rewards upon completion. The assisting representative advised that, due to the coupon being applied at the time of booking, the reservation was no longer eligible to earn *** rewards. Our customer did not accept this answer and requested the case be escalated to a higher department for further review. The assisting agent forwarded the case to an offline supervisor team.
On November 26, 2019, our customer also reached out to the *** Corporate Office via email requesting that the rewards credits from this booking be added to the account.
On December 09, 2019, the offline supervisor team reviewed our customer’s case and imposed the terms and conditions of the *** Rewards Program.
Also on December 09, 2019, the *** Corporate Office reviewed our customer’s case and, even though the reservation was not eligible to earn *** rewards, added the rewards from this stay to our customer’s account as a one-time courtesy and goodwill gesture.
Conclusion/Resolution:
We do apologize for any inconvenience our customer may have experienced regarding this matter.
As the rewards from this stay have already been added to our customer’s *** Rewards account, this matter has been addressed and resolved appropriately. To avoid any future confusion, we would recommend that our customer review the *** terms and conditions regarding rewards and what bookings are eligible/ineligible through the following link: https://www.***/customer_care/terms_conditions.html
Thank you for bringing this matter to our attention and allowing us the chance to review.
Best Regards,
Miles H.
Consumer Relations
***
*** LP
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
Sold flight coverage then denied the claim when I had an emergency. Don’t buy their travel insurance.
I booked travel using Expedia.com on Sep 14, 2019. I received two email notifications about travel time adjustments. I was concerned that this was happening more than normal and I was worried about the Airline quality. I had to change my travel plans and called Expedia on 12/2 four days before my departure date and asked about changing flights. At that time I was told by the agent that the Connecting Flight from Delhi to Coimbatore on *** was canceled and he cannot change my flights. I asked him to cancel my itinerary as I was not informed about the cancellation by the Airline nor Expedia. The agent said I was eligible for full refund and he will cancel the itinerary. (Case#-***). He confirmed that the itinerary had been canceled and I will receive email confirmation from Airlines. As I had not received a cancellation I called Expedia the next day to find out about status of refund and not reaching cancellation confirmation either from Expedia or the Airline. (***). The agent said he will escalate my case to the Special Desk and I should get a cancellation in 72 hours from the airline. I received the cancellation confirmation from Expedia but 72 hours passed and no word from the Airline and no refund. I called Expedia on 12/6 and the agent who answered said my itinerary was still active and had not been canceled. I reminded I have an email with the cancellation details from Expedia then he informed after checking with his supervisor that yes it was canceled (***) but the airline had not responded to Expedia claim and has not processed refund. he escalated the case to a Special Desk. (***). The special desk wrote to me and said claim has not been processed and to wait another 72 hours. I find this unacceptable that Expedia has collected $2163.08 and is blaming the Airline claim process to refund my money. These actions has prevented me from changing my flights and have impacted by holiday travel planning. Please help me get refund.
December 10, 2019
Revdex.comAlaska, Oregon & 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 (“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 refund. We understand that Mr.is seeking a full refund for the cancelled flight.
Our records indicate on September 14, 2019, Mr. *** or an authorized user of the Expedia account booked a roundtrip flight on *** from Memphis, TN, USA December 6, 2018, traveling to Coimbatore, India and returning on January 4, 2020, from Coimbatore, India to Memphis, TN, USA, via itinerary ***. A confirmation email was sent on the same day, it was opened and reviewed once on September 15, 2019.
On November 6, 2019, Mr. called in wanting to make changes to his flight but he was not okay with the change fee. He advised he would call back.
On December 3, 2019, Mr. called in to reconfirm if the flight have been cancelled. He advised he has not received an email from the airline to confirm the cancellation. Our representative checked the notes on the account and emailed the airline about the refund.
On December 6, 2019, Mr. called in wanting to follow-up on his refund request. Our representative was able to verify the reservation was cancelled on December 3, 2019. The cancellation was due to the unacceptable schedule change initiated by *** and Expedia had emailed *** asking for a full refund.
After further review on December 10, 2019, I have reviewed the airline account and the refund was issued on December 9, 2019 for $2,149.53. The refund was issued by *** to VISA card ending *** and the refund should be received with the next billing cycle.
In addition , at the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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. *** 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. We hope you understand we must adhere to the policies dictated by the airlines.
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.
LIABILITY DISCLAIMERThe 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 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 FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Although I accept that Expedia after much delay has processed the refund, I want to highlight failure on their part on the following :
1. When my connecting flight was cancelled Expedia did not alert me about the cancellation. If I had not called to check with Expedia I will not have know that my connecting flight was cancelled.
2. When Expedia cancelled my itinerary at my request they did not send a cancellation notice and I had to call them and inform them and escalate within their teams to receive this cancellation
3. The face that consumers are booking on Expedia and Expedia is processing the payment, Expedia should take the responsibility to issue refund under right circumstances and claim the money from the airline. The fact that Expedia collects the money on behalf of airline at the time of booking but makes the customer wait on a refund to me is a spurious business practice.
I was hoping for a response with recognition of errors on part of Expedia in handling the case and causing customer a lot of concern rather than justifying their actions.
I am thankful for the prompt action by Revdex.com which has helped me collect my refund after substantial delay.
Sincerely
On Black Friday, I booked 2 seats for $326.60 on a non-stop flight from Minneapolis to Miami thru Expedia.com (itinerary # ***) on Sun Country SY313 (reservation ***) for 01/18/2020. I selected and purchased this flight based on a departure time stated as 6:50a, non-stop, arriving in Miami in 3hr 35min.
Today I received an email from Sun Country stating they moved my flight departure time to 5:15a, which I can not make.
I called Sun Country and explained, the agent (whom was polite) gave me 2 options of either another flight but on a different day or a refund in 7 to 10 business days.
I called Expedia and the agent though again polite, could do nothing but transfer me to a Sun Country agent.
Well already having hotel and cruise ship reservations paid for and vacation time scheduled from work, I can't just change everything so I chose the refund.
Now I have no flight to my cruise.
I am quite disappointed by the services provided by Sun Country Airlines and Expedia.com.
December 10, 2019
Revdex.comAlaska, Oregon & 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from ***, Revdex.com case number *** regarding rebooking him another flight because he did not agree with Sun Country’s schedule change. We understand that *** is seeking to get a new flight booked right away to accommodate his travel needs.On December 6, 2019, *** called in to reinstate his cancelled flight. He advised that he cancelled his reservation using the website after being notified of the airline schedule change. *** did not want the flight that the airline offered. Our representative contacted the airline to see if they could reinstate on their end. The airline representative advised there was an airline schedule change and the reservation was cancelled and had already been refunded.
After further review on December 10, 2019, I was able to verify the airline had a schedule change on December 6, 2019; the departure time was change from 650am with a 1125am arrival to 515am departure with a 950 arrival. Upon reviewing Sun Country Airline website, I was able to verify that the flight information was not available because their site is showing the flight has been cancelled. Based on Sun Country’s advisement of the flight being refunded on December 6, 2019. *** has been issued a refund. The refund will appear by Sun Country on the original card that was charged.
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. Sun Country 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. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, *** agreed to our Terms of Use, which expressly provide: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.
LIABILITY DISCLAIMERThe 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.
*** can contact our Customer Service Department at 877-227-748, they will be happy to assist him with locating another flight or he can book himself online. Flights are not guaranteed until ticketed. An airline can make a minor change (less than three hours to your original ticketed times) to the flight time and we are only required to let you know about the minor schedule change. Normally, if an airline makes a major schedule change (more than three hours from the original ticketed time) Expedia is required to let you know what the airline is offering in place of your original flights. If the change is unacceptable the airline would issue a refund for the flight segment in question and you would have to locate another flight.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
We are traveling to Peru from NY and called an agent to select the airport best suited for our resort we are staying at. Upon booking I later tried to book a shuttle service. The shuttle service to the resort is outside the 40 mile radius that they would get us as it is over 3 and 1/2 hours away. I called Expedia explained the issue of receiving bad professional advice from their agent. They basically said it is my problem and I would have to cover the cancellation fee which is the full cost of the flights and then pay for the new flights because the airline does not allow to transfer or cancel. If I made the mistake I would be ok with that but I called them fir professional advice as I am traveling to another country I have no idea about. Now I am stuck with no way of getting to my resort. I am going to cancel the resort as they allow to do so but also cancelling the flight and I am looking for Expedia to reimburse me the full flight amount of around $1,100 USD.
December 11, 2019
Revdex.com
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 (“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 vacation package.
Our records show that on September 1, 2019, Mr. or an authorized account user self-booked a package on Expedia’s mobile site under itinerary ***. Travel is with *** Airlines, traveling from Lima, Peru, to Piura, Peru departing on December 15, 2019 and returning on December 20, 2019. The package included a hotel, with a stay at *** for a check in on December 15, 2019 and a check out on December 20, 2019, for a total of $3,3337.19. We understand Mr. is requesting that Expedia compensate him by refunding the airfare, based on a shuttle service distance restriction.
On December 6, 2019, Mr. contacted Expedia to add a shuttle service to transport him from the airport to the resort. Regrettably, the resort selected by Mr. at the time of booking is beyond 40 miles from the, Capita FAP Guillermo Concha Iberico international airport. Furthermore, airport shuttle services are unavailable to Mr. based on distance. We then provided contact details for a Taxi agency located in Piura, Peru.
Our records show on December 7, 2019, Mr. contacted Expedia to inquire on canceling his whole package. We informed Mr. that he may obtain a refund for the resort portion of his package. However, the flight is non-changeable and non-refundable based on the airlines policy. Therefore, Mr. cancelled the resort by accepting a refund of $2173.84, as for the flight it was left active at his discretion.
Additionally, Expedia’s Terms of Use, and package restrictions which were agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
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.
*** Restrictions:
Departure Flight Term:
•Tickets are non-refundable and non-changeable.
Return Flight Terms:
•Tickets are non-refundable and non-changeable
*** Restrictions:
Cancellations or changes made after 12:01 AM local hotel time,
Saturday, December 14, 2019 are subject to a hotel fee equal
to 1 night(s) plus taxes and fees.
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. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. *** Airlines is the operating carrier and merchant of record (the entity that received Mr.’s funds and is the company that charged his credit card). We must abide by the terms and conditions set forth by *** Airlines.
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. Expedia provides the selection details on several pages for review including the final payment screen. When acting as their own travel agent it is each customer’s responsibility to review all details of their itinerary selections prior to finalizing a reservation.
The resorts map on Expedia shows, that the property lists its closest airport as Tumbes (TBP-Capitan FAP Pedro Canga Rodriguez) being 100 miles away. Please be advised that distances provided on Expedia are calculated in a straight line from the properties location to the point of interest or airport and may not reflect actual travel distance.
Our website is designed to list properties closest to the destination preselected by a customer. Hotels maybe filtered by price, best deals, distance from airport, property class and homes. In addition, customers may specifically search by property name. In respect, to the distance between the hotel and airport. We added an attachment to this complaint giving a visual of our filters available to our consumers. Inconclusion, Mr. may consider rebooking his hotel accommodation as he was previously refunded for the Royal Decameron Punta Sal.
While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: while I agree I purchased online, I did however purchase said package with the flight in consultation with an Expedia representative. A conversation I had on December 6th with a supervisor from Expedia explained to me that they would refund me if the phone records proved that one of their advisors provided me with the information to travel to that airport. Now with that said, I contacted them the next day to see about the refund. They told me that they don’t keep phone records over 3 months. I can’t be penalized or responsible for an error that they made. They acknowledged they would refund me but it is not my fault they only save messages for 3 months. In addition I live outside the country and was relying on their professional advice in order to enjoy my trip. They are a travel service company providing bad advice and I should not be penalized for said error that was clearly theirs.
Sincerely
I was trying to purchase a vacation package through Expedia.com. I found a package I liked, attempted to purchase and after choosing it and entering all of my options, entering all my details and clicking confirm the website refused to give me a booking reference and then asked for $1000 more dollars. I spent several hours on the phone with various customer service representatives who all refused to honor the advertised price. My credit card was charged for the trip 5 different times and none of them actually gave me a booking confirmation. The advertised deal was non existent and the customer service representatives said that it was not on the website even though I was looking at it and it managed to charge my card and I have pictures of it all step by step. They said wait and try again, I did that. They said call back if you still have trouble, I did that. They said they would call me back in 30 minutes and resolve it and never did. I still see the vacation package online and it is still not being honored.
December 10, 2019
Revdex.com
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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a vacation package. We understand that the customer is seeking a refund for the increased cost in airfare based on the inability to secure a lower rate.
Our records show that on December 9, 2019, ***, or an authorized account user, self-booked a package reservation on Expedia’s Mobile website, under itinerary ***. Travel is with American Airlines, traveling from Hartford, CT USA to Cancun, Mexico departing on January 17, 2020, and returning on January 21, 2020. The package includes a hotel accommodation with Dreams Sands Cancun Resort & Spa Cancun, Mexico for a check in on January 17, 2020 to checking out on January 21, 2020, for a total of $2,271.36.
On December 10, 2019, based on ***’s, request to honor $1639.94, as advertised for a vacation package. We used our internal tool which allows us to see the customer’s booking process, Expedia reviewed ***’s booking session which confirmed our site provided the following message, “The price of your trip has changed from $1639.94 to $2,467.36. Rates can change frequently. Book now to lock in this price”. In addition, the airlines that *** was attempting to book was a combination of Aero Mexico and Delta under their basic economy rate.
We utilize a real-time airline reservation database that contains current ticket prices and availability. That database is updated regularly as fares change and seats are sold. Please be advised airlines routinely change their prices causing some fluctuation in cost from website to website. In addition, they limit the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, the specific fare that was showing available when *** begun planning her trip became unavailable when she tried to confirm the seats. Airfares are subject to change until tickets are officially issued and a confirmation number is provided.
Furthermore, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we have no control over when, or how often, prices and availability change. Additionally, Expedia’s Terms of Use, which was agreed to by *** at the time of booking, expressly states:
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 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.
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is 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. Expedia has 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 ***’s experience was not as we would have hoped, due to the information provided above Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
A hotel was booked through Expedia for Nov 11, 12, & 13,2019. On the evening of the 11th. it was discovered that there was no hot water. Because it was late and my daughter and I were ready for bed, we waited to report the problem until the morning of the 12th. The hotel was unable to make repairs in an expeditious manner and I needed to get to an Dr. appointment, we checked out of the hotel the morning of the 12th. After being charged for all three days, Expedia was contacted and my daughter who made the reservation for me, was told it was the policy of the hotel not to make refunds. There was nothing more they could do.
December 11, 2019
Revdex.com
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 ("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 hotel reservation. We understand Ms. is requesting a refund for unused nights at a hotel property. On December 11, 2019 we attempted to contact Ms. to acknowledge the Revdex.com complaint, but were unable to reach the customer.
Upon further research, did not locate an Expedia account related to Ms. complaint. We respectfully request that Ms. provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. concerns.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Revdex.com:I have reviewed the response made by the business in reference to complaint ID. Expedia has requested additional information. The reservation was made by my daughter ***. Her email is: *** The itinerary # is ***
I can be reached at ***
Sincerely
December 13, 2019
Revdex.com
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 ("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 hotel reservation. We understand that the Ms. is seeking a full refund, based on quality at the hotel.
On November 4, 2019, Ms. or an authorized account user self-booked on Expedia’s website, under itinerary ***. The hotel accommodation was with *** in Portland, OR for a check in on November 11, 2019 and check out on November 14, 2019, for a total of $588. The reservation also included a protection plan for $26.
On November 21, 2019, Ms. contacted Expedia to request a refund based on quality within her assigned room. We attempted to contact the *** to advocate for a refund as requested. Regrettably, we were unable to obtain refund authorization at that time. As it was noted, the reservation was purchased under a specific hotel cancel policy. Therefore, Expedia was unable to honor the request for a refund. See the following restrictions listed below:
Additionally, Expedia’s Terms of Use, and the cancel policy which was agreed to by Ms. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is 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. Expedia has 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.
The *** Policy:
Cancellations or changes made after 11:59 PM local hotel time, Sunday,
November 10, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
Expedia typically experiences a form of verbal communication such as an inbound call into our customer service center to voice concerns during a customer’s stay giving Expedia the opportunity to assist the customer immediately. As per our research, Ms. did not contact Expedia during her stay for assistance. We have a department dedicated to relocating customers experiencing similar concerns as Ms. described after trip completion. If Expedia isn’t given the chance to assist a customer during their stay that limit’s our ability to rectify a concern as it occurs.
On December 13, 2019, Expedia contacted the *** to obtain their authorization and records surrounding Ms. early check out. In consulting with Expedia, River’s Edge permitted a two night refund in the amount of $411.60. The time it takes to receive these funds depends on how quickly Ms. bank processes refunds generally within three to seven days.
While we regret Ms. experience was not as we would have hoped due to the information provided above Expedia is unable honor her full refund request.
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,
Melanie A
Corporate Customer Service
On 12/2, I made a purchase for a hotel reservation thru hotels-delta.com. I was presented on the final page with the price of $1,529.74. When I received the confirmation email, the price changed to $2,039.40. I called customer service at 866-204-0280 to discuss the issue. I was told that they didn't know what happened. I spoke with Jake (Supervisor) regarding the change in price and he stated that I should rebook the reservation with the correct price and they would cancel the first reservation.
I asked him at that point about the cancellation policy and loosing 1 night of the original reservation. He stated that if I rebooked thru their system and they could verify the second reservation for the same dates and hotel, that they could get the cancellation fee waived on the first reservation.
I then rebooked with the correct rate displaying on the webpage and email confirmation. I called back customer service and they saw I spoke with Jake and said that the person who handles that is away on break or something to that effect, and it would take an hour before he would be back. I called back 3 hours later to find out the disposition and was told to wait 48 hours as requests of these types could take that long to resolve.
Not hearing from them, I called back today, 12/4, after the 48 hours and spoke with the first line customer service rep. He didn't see any notes on the cancellation and just reiterated the cancellation policy listed. I asked to speak with a supervisor and was transferred to Kathleen. She stated that she saw the notes and allegedly emailed me on 12/2 with the disposition. I have searched my mailbox and have found no such email. If I had, I would have called back to speak with Jake that stated the cancellation policy could be waived and find out why it was not as explained. She then stated that she doesn't see anything about the exception noted. If Jake didn't make the proper notations, then how did they ever ask for the exception.
Product_Or_Service: Hotel Reservation
Order_Number:
Hello Revdex.com,I am pleased to assist with case #***. Below are the findings and resolution to the case.Customer Complaint:The customer has claimed that they were presented a price of $1,529.74 USD at checkout. They have also stated that, upon receiving the confirmation email, a higher price of $2039.40 USD was presented in the confirmation email. The guest stated that they spoke with a supervisor named Jake whom approved a full refund of this booking once the customer created a new Reservation.The customer is requesting a full refund for this booking of $2,039.40 USD. We have already issued a refund of $1,517.76 USD leaving a remaining balance of $521.64 USD. The refund was issued due to the cancellation and change policy that was agreed to at the time of booking.Findings:According to our records, the guest called in on December 2nd of 2019 to raise the concern of being over billed for the booking that was created. The customer claims that he spoke with one of our supervisor's and was told he needed to create a new reservation for the lower rate. Once this was completed then we would waive the penalty for the original booking.Upon review, we have no record of the guest having this conversation with any supervisor. Also, we have not received any documentation showcasing the customers claims of having a lower rate before creating Itinerary ***. Due to no evidence being provided and no record of the conversation between the guest and a supervisor, we have denied the refund of $521.64 USDResolution:Due to no evidence being provided and no record of the conversation between the guest and a supervisor, we have denied the refund of $521.64 USD. The hotel has imposed the cancellation and change that was agreed to at the time of booking and billed us for the first night.Thank you for bringing this matter to our attention and allowing us a chance for resolution.
I have purchased a plane ticket for my 61 year old mother. It was the shortest possible flight from Raleigh, US to Bucharest, Romania. Raleigh to Paris, about 3 hours in Paris and then Paris to Bucharest, for a total of 12:33 hours of travel time. It was not the cheapest option, but I happily paid extra so she would be more comfortable flying. She does not speak a foreign language and she has diabetes and high blood pressure, so I wanted her to to not have to stress or lose too much sleep.
When we arrived at the airport, I was informed that the flight I bought never existed, and my mom’s ticket had been changed to Raleigh to Atlanta, Atlanta to Paris with a 7 hour layover in Paris and Paris to Bucharest, for a total travel time of 24 hours!!! She had to leave that day, because her visa would expire, so it was her only option. She arrived in Romania feeling extremely sick, she had a headache, was feeling dizzy, dehydrated and extremely tired
I have been on the phone with Expedia for over an hour that evening and another hour today trying to resolve this issue. They just hung up on me a minute ago. They have sent me from one incompetent agent to another, they all “work in silence”, “checking on my case” and they keep coming back every 20 minutes to tell me that they haven’t done anything to help. I asked for a supervisor and they said they have to call the airline and call me back. They never called me back. Their lack of customer service is extremely disrespectful.
I am asking for a full refund. According to ***, they should have never sold me that ticket because *** doesn’t fly to Paris from Raleigh on Wednesdays. They basically sold me a ticket that doesn’t exist. They replaced it with a horrible flight that I would have never purchased, let alone paid that much for. And they’re wasting even more of my time by making me wait on the phone for hours. Please help me resolve this. Thank you.
December 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns 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 flight. We understand *** is requesting a refund.
Our records indicate on April 28, 2019, ***, or a person authorized for the Expedia account, booked a roundtrip flight for a passenger, traveling from Budapest, Romania, to Raleigh, NC, USA, departing on June 5, 2019 and returning on December 4, 2019.
We understand that the flights were affected by an airline initiated schedule change. On May 25, 2019 the outbound flight for December 4, 2019, for travel from Raleigh to Paris, was canceled by the airline.
Expedia emailed the customer at the email address they provided for such contact. The email advised of the flight that was canceled and offered two flight options from *** Airlines. No reply or contact was received from the customer. The customer had a live itinerary in their Expedia account that updates with the changes.
On May 30, 2019 Expedia contacted the passenger via the phone numbers provided by the customer. One phone number did not connect, but we were able to leave a voice message. A second email was sent to the customer advising agai of the flight cancelation, and urging the customer to contact us.
The records show that the customer arrived at the airport and took the outbound flight on June 5, 2019. On December 4, 2019 the airline exchanged the return portion of the ticket to provide available flights. Flight availability may decrease as the travel date nears resulting in limited options.
Expedia does not operate flights; and, we do not have control of airline schedules or availability. We are a third party intermediary that offers items for purchase from travel suppliers. The terms and conditions for those items, including the contract of carriage, are provided by the travel supplier, and are partly provided on the airlines website.
The website Terms of Use were provided at the time of booking and include:
SUPPLIER RULES AND RESTRICTIONS
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 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.
As the ticket in question was fully used for the travel purchased, a refund is not available. Compensation is not available from Expedia for airline schedule changes.
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,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I have not received an email or phone call from you or the airline. When I had a schedule change before, with the same airline, ***, they made sure that they reached me. They called and texted and they made sure I got that information before I got to the airport. I had a screenshot of my original ticket and that’s what I went by. The ticket that I ACTUALLY bought from you. When I got to the check in counter and they told me she was flying to Atlanta, I checked your website and the information that you had made no sense. The departure date was incorrect, it was December 5-th. The first leg said Paris to Bucharest, the second leg said Raleigh to Atlanta. It had so many errors that your own website couldn’t even calculate the total duration, it says 0 minutes. So had I checked that ahead, it wouldn’t have helped at all. I am attaching a screenshot of my original ticket and the ticket full of errors that you changed it to. Also, in your reply to this complaint, you were saying that I purchased a ticket to Budapest, Romania. Budapest in in Hungary. My ticket was for Bucharest, Romania. When you work for a company that deals with people flying to see their families, and spending A LOT of money for these flights, these little details are extremely important. Please pay attention. I had bought a ticket that gave my mom the most direct way to fly to Romania. It was supposed to be 12.5 hours. The itinerary that you changed it to took almost 24 hours!!! How in the world in that acceptable? She got to Romania extremely sick, dehydrated and tired. She had no choice because her visa expired that day.
Another thing I want to add is that the *** employee at the check in counter told me that this flight never existed and you have sold me the wrong ticket. You are saying it’s a schedule change. I have no idea what the truth is. I am asking you to partner with *** to resolve this for me, just like you partnered to receive my payment. I see that the trend is that when there is a problem, *** says I’m not their customer because I bought my ticket from you and you say you’re not responsible because I bought something from ***. That is really bad customer service. You’re both big reputable companies and I expect more from you. Please acknowledge your mistake and do something about it. I have been your customer for over 10 years and I have bought most of my tickets and my family’s tickets through you. We are a family of six and I also buy tickets for my mom, my sister and her husband and my cousins. I will absolutely never buy anything from you ever again if you don’t make this right. Again, I am asking for a full refund because my mom did not get to use the ticket I bought for her. We spent four hours at the airport trying to figure this out, she had to travel for 24 hours, it was a huge inconvenience and it affected her health. You have not addressed the poor quality of the customer service I received over the phone. I was bounced from one agent to another, everyone “checked my case” and never got back with any useful information, they said they would call me back and never did and when I asked for a supervisor I was left waiting for 20 minutes and then they hung up on me. That is unacceptable.
Sincerely
When I booked an international trip through Expedia.com. When I booked my flights I paid for a 4 hour layover in Seoul, South Korea. While on my vacation I got an email saying that changes were made to my flight and that my reservation couldn’t be ticketed until I responded, so I did immediately with questions because I was needing to know the new information. They never responded so I emailed the next day and also sent the email to info@ expedia.com. No response from either and I was supposed to go home in 1.5 days! It turns out my layover turned into a 14 hour layover! Which wasn’t doable due to classes, work, and thanksgiving meals. I decided to call customer service which made the inconvenience even worse! I spent 4 hours on the phone and the employee, Baljeet, kept offering solutions then would turn around and say “oh nevermind”. The only real solution he gave me was changing the flight plan for ONE of us. I said that was unacceptable and he wouldn’t transfer me to a supervisor. He then said that we could either get on the plane and deal with the layover, or request a refund which takes 2 to 3 months. I said “Baljeet I can’t stay in Thailand for 14 more hours you really think 2 to 3 months is an option.” I told him if I got on that plane I demand to have some type of compensation whether that is a partial refund or seat upgrades. He said neither of those things were doable. FOUR HOURS! And absolutely no solution or help from Expedia. I gave up with him and called the airline directly and spent an hour with them. They thankfully helped us get a different flight plan. I filled out the survey Expedia sent me hoping they would get back to me and I have yet to hear back. Worst service I’ve ever had and I’m even more upset about the call because it wasted a whole evening of my trip.
we a party of 3 that purchase a vacation stay in *** for 5 days in an adult side
because it was more accessible for handicap for my aund
in a wheel chair we purchase the higher end room instead the gave us the family are which was cheaper but we paid higher price thesent us an email at *** confirming our purchase but does not stated in was for the Adult section or family just the charges as soon as I was in the hotel we went to talk to a expidia staff took my information and the hotel manager which they were both blaming each other for the mistake the hotel was requesting even more money and expedia has had me calling them with out a resolution offering us 200 dollars and not even mentioning the hell we lived at the hotel we got sick my aunt was taken to the clinic there and I spent the day in the room sick no one has won notjing after talking to a rep stated that I never contacted expedia which I had done they are responsible for this mix up
December 10, 2019
Revdex.com
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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on August 17, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s Mobile site, under itinerary ***. The hotel stay was with ***, for a check in on November 20, 2019, and a check out on November 25, 2019. We understand Mrs. is seeking a full refund for unsatisfactory services provided during her resort stay.
On December 2, 2019, Mrs. contacted Expedia requesting compensation based on her room location and services. We reached out to *** on behalf of Mrs. to request compensation. Regrettably, the resort denied our request as Mrs. was able to utilize the full reservation. Furthermore, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
We regret to hear Mrs. was dissatisfied with services at *** If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that Mrs. communicated her issues at the resort to Expedia until December 2, 2019, post check out.
In respect to the Adult section at the resort, by using an internal tool which allows us to see the customer’s itinerary, Mrs., did not preselect the Adult side of the resort as that did not appear on her confirmation. The exact resort details, including room type, was emailed to Mrs., on August 17, 2019, for her records.
Expedia’s Terms of Use, which were agreed to by Mrs. at the time of booking, 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.
As a courtesy, on December 6, 2019, Expedia processed a refund of $500, back to the customer’s original form of payment. The time it takes for that refund to post depends on how quickly Mrs.’s bank processes refunds generally within three to seven days.
Additionally, Expedia offered to issue a $200 voucher to Mrs.’s Expedia account for the inconvenience of the experience. That voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. Please note that this voucher is not intended to place a value on Mrs.’s experience, but rather, it is meant to emphasize our commitment to her as a customer.
We ask that Mrs. kindly keep record of this Expedia case number (***) and contact us should she wish to accept the $200, hotel voucher. The service and support team is available 24/7 and our contact number is 1-866-310-5768. While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is unable to issue additional compensation.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
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
Book somewhere else. Recently went to Japan for a family emergency on a one way ticket. After getting there I purchased a return ticket, circumstances changed and thus my ticket had to change as well. I called because I purchased the flight protection/insurance and after being on hold and being transferred many times they finally booked me a flight.
During the call they mention there is a change fee of $180 charged by the airlines. Later I get a bill for $260. I contact them and after hours of hold and transferring no one can explain the additional $80 fee they charged me. They send me receipts that look like they were typed up in the Mail app without any official letterhead with the math wrong and the itemization for things charged different each time, always "escalating" me to a new "supervisor". I send them screenshots of the previous flight and new flight which are the same price therefore no additional charge other than the $180 but they still can't explain always deferring to the fact that I agreed to get charged something. $80 is not a lot but I'd like potential customers to be very wary of their customer support staff which is actually a third party company Expedia hired to deal with service support. I would avoid Expedia all together and at the very least do not buy the flight protection through them. It is worthless.
I repeat do not use Expedia to book. You will waste time and money.
My girlfriend and I had booked a hotel with Expedia,the hotel being *** in Amalfi Italy. The dates were September 7th to the 12th 2019. We also purchased travel insurance called Hotel Booking Protection Plus, thought Expedia, in the same transaction (total cost $1,058)
We had plane tickets to travel to Italy on September 4th, 2019. Our flight had to make an emergency landing due to the control display unit going on fire. The landing was in Gander, Canada. We were fortunate and grateful to be alive. Due to those circumstances me and my girlfriend were not comfortable flying with the same airline and decided to take another airline back home to New York.
We called Expedia on September 5th, the day of the emergency landing, to inform them of the situation and to cancel our hotel. We also reached out to the *** by phone and email to cancel as well. Both parties informed us that this was a non refundable purchase. We felt the circumstances would supersede that policy but it did not. We decided to put in a claim with the insurance, AIG, that we purchased thought Expedia feeling it should be covered under their policy. The insurance covers trip cancellations and trip interruptions, which this event should fall under. We were denied that as well. We then put in a dispute with my credit card, ***, which after 2 months ruled in our favor but the merchant, Expedia, refused to apply the credit back. Being that Visa has no legal authority to force Expedia to refund us, they had to apply the charge back to the credit card.
December 6, 2019
Revdex.comAlaska, Oregon & 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 (“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 full refund for his hotel reservation. We understand that Mr. is seeking a refund of $1,058.90.
Our records indicate on June 1, 2019, Mr. or an authorized user of the Expedia account purchased a five-night hotel reservation at ***, Atrani, checking in on September 7, 2019 and checking out on September 12, 2019 along with the Hotel Booking Protection Plus via ***.
On September 6, 2019, the customer called in to cancel the reservation. Our representative advised the reservation was nonrefundable but called the hotel for a waiver. The hotel asked us to send them an email with the reason for the cancellation. The customers flight had a mechanical issue and they had to make an emergency landing in Canada. The customer did not feel safe and decided to return to New York. Expedia emailed the hotel. The hotel responded back via email and denied the waiver.
After further review on December 6, 2019, Expedia reviewed the details of the reservation, the confirmation itinerary along with the Hotel Booking Protection Plus. The Hotel Booking Protection Plus allowed for the reservation to be cancelled or interrupted for covered reasons but the traveler would need to file a claim with the provider. The provider would determine if the cancellation reason was covered or not and advise the customer accordingly.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
Based on the above we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia strongly advertised the hotel booking protection plan several times when booking the hotel on their site. We did send in a claim with the Hotel Booking Protection Plan insurance broker and lost. Expedia collected our funds and advertised their vendors in this transaction. Expedia was the service that was paid, therefor they are ultimately responsible. If they have no control or authority over their vendors they should reconsider who they do business with.
Sincerely
I tried and failed to use my points to purchase a hotel stay. I tried to call Expedia regarding the technical issue that I was running into, and stayed on the phone for 2.5 hours to try to resolve the issue, but no one could help me. I paid $136 out of pocket for a hotel room, and demand to be reimbursed for the expense.
December 6, 2019
Revdex.comAlaska, Oregon & 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 (“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 of her Expedia points. We understand that Ms. is seeking a refund of 9600 Expedia points to replace the $135.23 payment she made for her hotel reservation.
Our records indicate on May 12, 2019, Ms. or an authorized user of the Expedia account purchased a one-night hotel reservation at ***, checking in on May 26, 2019 and checking out on May 27, 2019 via *** on account ***.
On December 4, 2019, the customer called in to get a refund for the itinerary since she was unable to use her Expedia points on her account ***. The representative noted on account *** that we do not have any documentation about issue. Ms. wants Expedia to refund her the amount paid. Ms. asked for a manager. The call was taken over, the manager reviewed the account under ***. There have been approximately 15 emails regarding the issue as well as multiple calls. Ms. was offered a refund for the reservation as a onetime courtesy. Ms. accepted and asked for compensation for time. Our manager advised we do not offer compensation for time.
After further review on December 6, 2019, I was not able to retrieve the reservation, so I contacted Ms.. She advised the itinerary number of another account. She stated she had to book through another account because she could not make a reservation on her own account. I advised her that the hotel reservation had been refunded in full on December 4, 2019. I advised her I would call her back with a resolution and respond to the Revdex.com complaint. I was able to create a reservation, the system advised that there were 13073 Expedia points equal to $93.35. I called Ms. back and left a message that a reservation could be created on our site and our system showed the available points. Advised we were not able to apply any compensation for the matter.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
December 9, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the rebuttal from Ms.. We regret to hear she did not accept our response.
We have reviewed the documentation on the account and there is no new information. Ms. advises that she cannot book a reservation on her Expedia account with points.
Expedia has been able to create a reservation and select the points to be applied to the reservation. There is no problem with our system as I was able to book the reservation on our end and apply points. Ms. may contact our Customer Service Department at 877-227-7481 when she wants to make a reservation and they will be able book a reservation for her by logging into her account. It is quite possible since we are able to book on our end and Ms. cannot; she may want to uninstall the Expedia program and then reinstall it. That may clear up problem of not being able to book.
Again, we thank you for allowing us the opportunity to address Ms.’s concerns. If you have any further questions or concerns, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: I still cannot make any reservations with my points on this account.
Sincerely