I have bought ticket with Itinerary *** with Expedia for my family roundtrip travel. Airlines is *** with Confirmation ***. Just few days before the return trip , my mother passed away in India so me and my family have to reschedule the trip. I called expedia to reschedule and told my situation, Expedia said due to the sudden demise according to airline policy, am entitled to get the Reschule fee of $200 Per passenger (totaling $600). Process for that is to first pay the amount and later submit a claim for reimbursement with proof of the demise. They also send me an application to fill for the claim.
The charge is made on my credit card on 7/8/2019 and on 7/18/2019, I have sent the claim form filled in along with death certificate of my mother. They said they have submitted the claim and ETA to get response is 45 days. I am desperately following up through emails (I have all the emails), and they keep saying waiting on airline. On 11/13/2019 they confirmed that the *** denied the claim and if necessary I can follow up with airline. I have asked for reference claim number and denial reason, they said they don't have it, I have to use my locator number.
I called Airlines, they said they do not have any claim filed by Expedia, if they have filed they will have a claim number. I called both airlines and expedia also, tried to keep them in conference call but expedia disconnected the call.
I called *** (my credit card company) to out the charge in dispute today, they said because the purchase is more than 60 day old they cannot file a claim.
I need help in resolving this problem. Customer service of expedia is hopeless.
Why they cannot provide a claim number ? Why do they give me so much of hardship ?
Expedia.com Response
• Dec 01, 2019
December 1, 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 flight reservation.
Our records show that on May 24, 2019, Mr., or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel was with *** from Dallas, TX to Hyderabad, India departing on June 2, 2019 and returning on July 13, 2019. We understand Mr. flight was affected by an extenuating circumstance, and she is requesting a full refund in the amount of $600.00 for exchange fees.
On July 7, 2019, Mr., contacted Expedia to discuss a death in his family which directly affected the return flight departing on July 13, 2019, we then provided the “*** Extenuating Policy”, to best assist with changes to his return flight.
On July 8, 2019, Mr., called Expedia back to complete a date change altering his return flight only. Travel was with *** from Hyderabad, India to Dallas, TX USA departing on July 31, 2019, for an additional fee of $1230.00.
On July 18, 2019, we advocated on the customer’s behalf by reaching out to the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to request a refund of $1230.00, by supplying a copy of the families death certificate. However, *** delayed our request per their “Extenuating Policy”, and their Fare Restrictions”.
Additionally, *** penalties and Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly states:
Penalties:
Before Departure Charge: USD 275.00/ plus difference in fare per passenger
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.
In an effort to resolve this matter, Expedia has remained a liaison between Mr. and ***, we’ve advocated on his behalf to obtain the refund that Mr. requested. Although, we were informed by *** that,“ Due to recent disruption, their refunds team is experiencing a higher than normal volume of requests causing a major delay in processing claims.”
The services provided by Expedia to Mr. are that of a third party booking agency, the airline; in this case ***, is the merchant of record and they accepted the funds for Mr. flight exchange. The customer will also see the airlines name under the transaction found on his credit card statement. As *** was the merchant of record, they are also the party in control of processing the appropriate refund to Mr.. We maintain our position that Expedia does not have access to *** claims and we cannot process a refund request. Expedia regrets that we are unable to offer Mr. with a more satisfactory response to his inquiry; Expedia has exhausted all options and resources available to us in an effort to assist Mr.. It is our highest recommendation that Mr. continue to pursue this matter directly with *** by phone at the following number *** Regrettably Expedia is unable to offer further assistance.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Expedia.com Response
• Dec 02, 2019
December 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for your reply. We regret to hear that Mr. was unsatisfied with our response and/or resolution offered.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. flight was affected by an extenuating circumstance, and he is requesting a refund for his exchange fees.
On July 18, 2019, we advocated on the customer’s behalf by reaching out to the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to request a refund of $1230.00, by supplying a copy of the families death certificate. However, *** delayed our request per their “Extenuating Policy”, and their Fare Restrictions”.
Furthermore, on December 1, 2019, Expedia advocated on Mr. behalf by requesting an update surrounding the refund request. The airline stated that their refunds team is experiencing major delays in processing claims. Therefore, we attached proof of our refund request for Mr. records.
Additionally, Expedia does not have access to *** claims and we cannot process a refund request on *** behalf. Expedia has exhausted all options and resources available to us in an effort to assist Mr.. We kindly suggest that Mr. continue to pursue this matter directly with *** by phone at the following number ***. Regrettably, Expedia is unable to offer further assistance.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Dec 03, 2019
Complaint: ***
I am rejecting this response because: The screenshot sent DO NOT have any details of :1. When it is submitted.2. What is the associated claim number or transaction id ?3. In November 2019, Expedia said they have received a response from Airlines, that they got a claim rejection. May I see that information ? 4. When I call Airlines and providing the confirmation code they keep saying they did not receive any claim from Expedia. Any proof that Expedia submitted the claim, with a reference to me or my itinerary and the rejection details, I will greatly appreciate that and I am glad to work with Airlines from this point.
I made a reservation for a vehicle, specifically a Hyundai Santa Fe. Call the day before to confirm that everything was OK, and the customer service staff never informed me what they reported on the counter today. When I'm going to pick up The vehicle in the rent-a-car tells me that the vehicle has a limit of 150 miles per day and cannot be taken out of the state.
The reservation clearly states that the reservation is unlimited miles, and nowhere is it mentioned that the vehicle cannot be taken out of the state.
All this is happening when I have to leave my destination early in the morning.
Expedia has only indicated that I make another reservation.
Below Expedia Email:
Car details
Your Hyundai Santa Fe rental will have air conditioning and fit 2 people.
car details checkmark
Hyundai Santa Fe or similar
car details checkmark
Midsize
car details checkmark
Automatic transmission
car details checkmark
Unlimited mileage
More information available about this rental’s fuel policy.
Expedia.com Response
• Nov 29, 2019
November 29, 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 car rental reservation.
Our records indicate that on November 29, 2019, Mr., or an authorized user of the account, self-booked a Pay Later, six-day car rental with ***, picking up November 26, 2019 at Miami Florida Airport and returning December 2, 2019 to the same Airport, under itinerary number ***. We understand Mr. is seeking a full refund as he was unable to utilize the rental based on limited mileage and one-way restrictions.
On November 27, 2019, Mr. contacted Expedia to discuss the amenities associated with the car rental. We contacted *** on the customer’s behalf to determine the rental’s mileage limitations and any one-way restrictions. Regrettably, we were unable to communicate with ***s in order to discuss Mr.’s reservation.
Additionally, Expedia’s Terms of Use, which were agreed to by Mr. 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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On November 29, 2019, since *** is the merchant of record (the entity that receives the funds and is the company that charges the customer’s credit card). Expedia contacted *** for billing verification purposes. We were informed by the rental agency that Mr. didn’t incur any charges for the cancelled rental.
Therefore, Expedia respectfully requests that Mr. provide us with a complete copy of his replacement rental reflecting an increased rate above $257.43, not assessed by ***. That requested information will allow us to appropriately research Mr.’s charges. He may attach his document to the Revdex.com complaint.
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 02, 2019
Complaint: ***
I am rejecting this response because:
First I received an email from Expedia stating they're going to charge me for at least three days.
Besides you answer to my my claim is disappointing, according to "law unfair rule" your only responsability is charge the money to the customer and receive you commission
What happened with my rights:
- 2 hrs to get to the airport
- try to find another option after 9:00 pm, when I needed to departure at 2:00 am
Do you know how do I dit it. Put on my place.
What's Expedia responsability to not inform about basic things in a car rental.
I attached I will leave the consideration of the Agent of the Revdex.com, which is done in these cases.Surely there are many people with similar cases, and you just say: I'm sorry email when you says clearly:
Car detailsYour Hyundai Santa Fe rental will have air conditioning and fit 2 people.Hyundai Santa Fe or similarMidsizeAutomatic transmissionUnlimited mileage
I purchased my son flights through Expedia. I was on the Australian site, but for some reason AFTER I paid, it said that all payments were in US dollars. This did not come up before I paid. I have no idea why that happened, because I was on the Australian site. (I checked on my computer to make sure) Rang Expedia, but they were not helpful at all. I paid what I thought was $233.97 Australian, but was charged $430.32 Australian plus exchange fees of $8.93. Also another charge of $1.47 from Expedia.
Expedia.com Response
• Nov 29, 2019
November 29, 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 nonrefundable flight reservation.
Our records show that on November 21, 2019, Mrs. or an authorized account user self-booked a flight on Expedia’s website under itinerary ***. Travel is with *** with Bag, traveling from Brisbane, Australia to Mackay, Australia departing on December 23, 2019 and returning with *** on December 27, 2019. The flight reservation includes a Protection Plan, administered by Travel guard. We understand that Mrs. is requesting a currency conversion refund based on a purchase she made on a US based website under US currency.
On November 26, 2019, Mrs. contacted Expedia to confirm the point of sale under her current flight reservation. We informed Mrs. that she purchased her flight on a US based website and her purchase was billed in US currency.
The US based currency specifications were disclosed during Mrs. booking session prior to her agreeing to submit her payment and after. The following are the areas in which the USD currency was displayed for her review:
· On the top right hand corner of the Expedia.com homepage
· Once a product is selected a customer will see a Trip total (USD) both at the review before booking screen and at the, “Book Now”, screen.
· After, the finalization of payment an email confirmation was sent providing the,” USD Currency Type”.
Expedia.com is a US based site; consumers will be billed in US dollars. Expedia is not responsible for any conversion fees assessed by a banking institution. We are a part of a global travel company who provides services for millions of customers around the world on a daily basis. To support a point of sale, we offer equally diverse websites which show prices displayed in local currency. Our global websites can be accessed by going to the home page and scrolling to the bottom. Once a site is selected, our customers will be redirected to the website that a customer wishes to book travel.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.
*** with Bag flight restrictions
Tickets are nonrefundable and nontransferable. Name changes are not allowed
Please read the complete penalty rules for changes and cancellations or charter contract
Please read important information regarding airline liability limitations
*** restrictions
Tickets are nonrefundable and nontransferable
A fee of $43 per ticket is charged for itinerary changes. Name changes are not allowed
Please read the complete penalty rules for changes and cancellations or charter contract
Please read important information regarding airline liability limitations
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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Payment methods:
Booking international travel may be considered to be an international transaction by the bank or card company, since Expedia may pass on your payment to an international travel supplier. The currency exchange rate and foreign transaction fee is determined solely by your bank on the day that they process the transaction. If you have any questions about these fees or the exchange rate applied to your booking, please contact your bank.
While we regret Mrs. experience was not as we would have hoped, due to the information provided above Expedia is unable to honor her request for a currency conversion refund.
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
• Nov 29, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
***
The US currency warning did not come up until I had paid for the flights. Not before.
It’s been very frustrating dealing with Expedia. I had purchased a ticket to travel overseas in August 2019 that sadly had to be cancel due to unforeseen illness. At the beginning, one of the supervisor ( Ms. ) took my case and treated me very well to the point where I’m very satisfied with the options she gave me as of given me a full credit for the amount I paid less taxes and insurance totaling of $1,492.03 with a year validation. Comes early November , I found out I will have to be in Phuket, Thailand by Dec 9, 2019 for an important training. I called back Expedia on Nov 15 upon the confirmation that I needed to be in Thailand and try to apply my credit toward a new destination. I spoke with Bob, and after almost two hour of on hold and strategized the best way possible, he managed to found me something that required however to use all of my credit for one way ticket instead of the original round trip, plus penalty and a little bit more extra money of totaling $678 with conditions I have to travel after the thanksgiving holidays. I’m more than ok’d to pay that much extra, however since I will be late I needed to confirm with my company first. Bob mentioned as long as I travel within the dates of Dec 9,10,11 the different will not gonna be as high as if I choose to travel before or after that perimeter dates. I have the ok from my company to come two days later than our original training dates, and once again I tried to make my reservation , and this time I had Paul for another two hours trying to helped me to no avail, he can’t find me anything less than $2500 extra to book the same flight Bob’s managed to found me the other day, while in the meantime I logged on into my preferred airlines directly and surprised to found the same Itinerary sold less than my available credit with Expedia. When I mentioned this to Paul several times, I can hear his frustration and nearing the end he suggested me to call the airlines directly and see if they can match the price as listed on their website. I thank him and proceeded to call the airlines, spoke with one their supervisor , explained the situation with Expedia and just before ending our conversation I was given the booking code with intention to help Expedia to find the same price listed on their direct website, since Expedia is a third party, the airlines cannot use my available credit to rebook thru them.
I’m calling Expedia again, and this time I had Abby trying to help. With her we try a different twist, Abby looking at a brand new reservation without using my credit and managed to found me somewhat decent flight totaling of $815. Far from thousands of dollars I have to pay extra on top of using my $1,492.03 credit.
At this point , over 6-7 good hours and few days trying to figure out how if I can apply my credit that I’ve already paid to Expedia, I felt robbed.
Their business practices of ‘discounted’ airfare is not discounted to begin with, and now I feel like I’m giving away my $1600 (original ticket price I’ve paid to Expedia) and not really able to use it for another flight since it practically will resulting a higher price than just buying new ticket, given reasonable different I will be more than happy and ready to pay them.
I did have an insurance and intend to discuss this with them. As far as Expedia, I don’t think I will ever consider to use it again, ever. The worst I have dealing with so called internet travel agent. Hope people will be able to read my experience and be ware of business practice Expedia have within them. I fly a lot for job and members of few major airlines, domestic land international . Never have any issues regarding air credit because I usually bought from them direct. K
June 1, 2019 8:30pm - Contacted Expedia to reserve a room while out of town with no form of transportation. Reserved the room and was charged immediately for said room. Made travel arrangements to hotel; arrived at hotel to find the room was not available. Contacted Expedia and was on the phone with rep for over 2 hours to help locate another hotel; rep was extremely slow so each time she found a room by the time she got around to booking it, it was no longer available. After hours, another room was found and I was assured all charges would be on Expedia. Found transportation to new hotel by June 2, 2019 3:00am and checked in. Did not give attendant credit card information, only signed in when checked in.
We were out of town without transportation on the side of the road for hours due to the incompetency of the representative, furthermore we were charged FOR BOTH ROOMS! Expedia stated that due to the inconvenience they would cover all costs and I want my money back! $139.55 + $145.30 = $284.85
Expedia.com Response
• Dec 05, 2019
December 5, 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 her hotel reservation.
Our records indicate that on June 1, 2019, ***, or an authorized user of their Expedia account, contacted Expedia and booked a non-refundable hotel reservation with ***, located in Helen, GA, for four travelers. The accommodations were from June 1, 2019, to June 2, 2019, under itinerary ***. We understand Ms. is requesting a refund of $284.85, as the *** did not have the room available upon their arrival, and her group had to be relocated to a different property.
On June 1, 2019, Ms. contacted Expedia advising that *** stated they could not accommodate her. Ms. was transferred to Expedia’s Reservations Department to help with the relocation to another hotel. At this time, Ms. was charged $139.55, the original amount agreed to by ***, or an authorized user of the Expedia account, for the *** reservation. On November 26, 2019, upon receipt of the customer’s Revdex.com complaint, Expedia became aware of the additional charge of $145.30, for the new hotel reservation. This charge should have been to the Expedia card provided to the hotel, but instead was collected from the customer.
As the customer accepted the original accommodation costs of $139.55, we are unable to issue a refund for them. However, on November 29, 2019, Expedia processed a refund for the additional charge in the amount of $145.30, back to the original form of payment. The time it takes for the refund to be available in the customer’s account depends on how quickly their bank processes refunds, typically within three to five business days.
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.
I purchase travel airplane ticket with expedia.com in also purchase insurance for those tickets in case of any reason I need to cancel I was told with the travel insurance I will receive a refund. I found a claim when I had to cancel my flights and was told by expedient that I will receive a refund however the insurance company that I purchased through expedient appear to be fraudulent and my claim was denied. When I called expedient is explain to them what happened I was told that he was not their fault that the tickets were purchased through the air lines and I would have to call the assurance company in the airlines again to try to get my money back. This is not what was advertised when I purchase the insurance and when I try to track the insurance company down to continue to fall a clean it seemed very unprofessional and the reasoning for deny in my claim was very unclear.
Expedia.com Response
• Nov 27, 2019
November 27, 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 Mrs. *** , Revdex.com case number *** regarding a package reservation. We understand that Ms. is seeking a refund of $942.00.
Our records indicate on August 11, 2019, Ms. or an authorized user of the Expedia account booked two combined one-way fares departing on November 27, 2019 from Phoenix, AZ to New Orleans, LA and returning from New Orleans, LA to Phoenix, AZ on December 1, 2019; along with the Cancellation Plan via ***. A confirmation email was sent on the same date and opened once on August 12, 2019.
On October 19, 2019, the customer called in to cancel the reservation due to personal reasons. Our representative checked the policy of the Basic Economy Fare and advised the tickets were non-refundable non-changeable. The customer advised she would get in touch with the insurance company and our representative proceeded with the cancellation.
After further review on November 27, 2019, Expedia was able to verify the reservation created by Ms., the confirmation itinerary. The non-refundable, non-changeable flights were booked with the cancellation plan. The details of the cancellation plan on *** website state trip cancellation and trip interruption are covered 100%. *** also advises the customer must file a claim with them via their website or by calling them. *** will advise Mrs. based on the policy and the type of protection she chose, what she is entitled to.
See the following hyperlink and contact details for the Travel Protection Plan:***
***
***
***
***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.
In addition, at the time of completing her booking on our website, Mrs. 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 fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above Expedia is not able to honor Mrs. 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.
Fraud/ false advertising - When I book my hotel, they gave me two prices, one is non-refundable and one is free cancellation. The free cancellation price is much higher per night and I decided to take it's cause I thought I could change my mind up till at least the day prior to my travel. I was so wrong, I called a month prior wanting to cancel and found out that my booking was actually non-refundable. Money was taking from my credit card as I booked. So, I asked Expedia why was that and I was transferred to 3 different people and all three explained that on my confirmation page, I did not make the right choice. Then why do you have two prices when both are non-refundable?????? That's FRAUD!!!!! The last person wanted me to call back M-F 9-5pm so that they can talk to the manager of the hotel and see if they are willing to cancel the booking. Why??? That was Expedia's mistake, not the hotel. Why they want to put me at the mercy of the hotel's manager instead? It was over an hour on the phone with no results. I ended up going and caused me $618.00 (room/night + $64 hotel fee) which I think Expedia is responsible for paying for false advertising!!!!
Expedia.com Response
• Nov 26, 2019
November 26, 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 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 concern from Ms. ***, Revdex.com case number *** requesting Expedia to refund her for the reservation she booked and she thought it was a free cancellation.
Our records indicate, on October 5, 2019, Ms. or an authorized user of the Expedia account booked a two night hotel reservation at the *** checking in on November 19, 2019 and checking out on November 21, 2019 via itinerary ***. A confirmation email was sent on the same date, it was opened on October 6, 2019 and reviewed three times.
On October 13, 2019, Ms. called because she changed her mind about the hotel reservation and wanted to cancel. Our representative called the hotel and the hotel denied a waiver to cancel or change the reservation. Our representative advised of the hotel’s policy and she requested a Supervisor. The call was taken over by a Supervisor. Our back office system was used to verify the room was nonrefundable. The Supervisor also verified that the confirmation email was received and reviewed. The customer is claiming they selected the refundable room type and our Supervisor was able to verify the reservation was non-refundable. Ms. advised she will back tomorrow. On October 14, 2019, Ms. called in again to complain about this reservation. She advised she selected a refundable room but her reservation is showing a non-refundable room. Hotel has previously been called and they have denied any waiver for cancellation or change.
After further review on November 26, 2019, Expedia was able to review the details of the reservation, confirmation itinerary email and the back office system. The reservation that was booked was for a non-refundable hotel reservation. The confirmation email was reviewed by Ms. on October 6, 2019 and was reviewed three time in total. The property would not authorize Expedia to waive the penalty and the hotel reservation is non-refundable. Expedia can verify the reservation Ms. booked was non-refundable.
The *** cancellation and change policy were listed as follows:
Cancellations and changes
The room/unit type and rate selected are non-refundable.Should you change or cancel this reservation for any reason, your payment will not be refunded.
No refunds will be issued for late check-in or early check-out.
Stay extensions require a new reservation.
We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the property charges such fees in accordance with its own policies, the cost will be passed on to you. *** charges the following cancellation and change fees.
We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor the refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di F
Corporate Correspondence Team
I booked a hotel through Expedia. The price they charged me was different than the price on the receipt. I contacted Expedia and they said they don’t guarantee prices. So basically holiday inn charged me a lower price and they are pocketing the change. So unethical.
Expedia.com Response
• Nov 26, 2019
November 26, 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.
Our records indicate that on November 22, 2019, Ms. or an authorized account user self-booked a hotel on Expedia’s website, under itinerary ***. The reservation was for the ***, TX, checking in on November 22, 2019, and checking out on November 23, 2019 for a total of $108.80. We understand Ms. is requesting a refund of $34.80, as she was shown a lower rate on her hotel check-out receipt.
On November 23, 2019, Ms. contacted Expedia to verify the breakdown charged for the ***. We advised Ms. that lower rate of $79.90, shown to Ms. by the hotel is the rate they charged Expedia (pre-tax) for the room. In order to provide the best rates to our customers we reserve large blocks of hotel rooms far in advance, at a reduced rate. This allows us to provide our customers with some of the lowest rates available to the public. This information is disclosed on Expedia’s website under our Terms of Use, and was agreed to by Ms. at the time of booking which expressively states:
Prepaid Hotel Reservation:
You acknowledge that the Expedia Companies pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations. You also acknowledge that the Expedia Companies provide you services to facilitate such booking of reservations for a consideration (the "facilitation fee"). The room rate displayed on the Website is a combination of the pre-negotiated room rate for rooms reserved on your behalf by the Expedia Companies and the facilitation fee retained by the Expedia Companies for their services. You authorize the Expedia Companies to book reservations for the total reservation price, which includes the room rate displayed on the Website, plus tax recovery charges, service fees, and where applicable, taxes on the Expedia Companies' services. You agree that your credit card will be charged by the Expedia Companies for the total reservation price. Upon submitting your reservation request you authorize the Expedia Companies, including Travelscape, LLC, to facilitate hotel reservations on your behalf, including making payment arrangements with hotel suppliers.
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.
Nevertheless, on November 26, 2019, Expedia processed a refund of $28.90, back to the original form of payment. The time it takes to post the refund to her account depends on how quickly her credit card company processes refunds, generally within three to seven days.
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
• Nov 26, 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.
In August 2019 I booked a trip on-line through Expedia.com to Cabo San Lucas, Baja California.The next day a noticed that 2 trips had been booked. I immediately cancelled 1 of them (itinerary ***). Expedia didn't refund the Hotel portion of $1,260.73 because the hotel wouldn't allowed refund. Many times I contacted Expedia customer support, and they told me that there was NO PROBLEM with the cancellation, based on their communication with the hotel. Once in Cabos, my husband spoke with the Operations Manager, who understood the situation and assured us that there will be no charges from them to Expedia. I disputed the transaction with my credit card company, since I never heard from Expedia. My credit card refunded the money to now charge me again because I'm at fault? I'm nor responsible for paying this duplicate transaction, specially when the hotel agreed not to charge Expedia.
Expedia.com Response
• Nov 26, 2019
November 26, 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 nonrefundable hotel reservations. We understand that the Mrs. is seeking a refund of $1260.73, based on a duplicate purchase.
Our records show that on August 18, 2019, Mrs. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Los Angeles, CA, to San Jose Del Cabo, Mexico departing on September 11, 2019 and returning on September 15, 2019. The package included a hotel and shuttle service with a stay at ***t- All Inclusive for a check in on September 11, 2019 and a check out on September 15, 2019.The total cost of the package was $3121.24
Our records show that on August 18, 2019, Mrs. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Los Angeles, CA, to San Jose Del Cabo, Mexico departing on September 11, 2019 and returning on September 15, 2019. The package included a hotel and shuttle service with a stay at ***t- All Inclusive for a check in on September 11, 2019 and a check out on September 15, 2019.The total cost of the package was $3121.24.
On August 19, 2019, Mrs. contacted Expedia to request a refund under ***; since that booking was made in error. In following, the package policies, Expedia processed the 24-hour courtesy (void) for $1860.51 for the flight. Then, we cancelled and processed a refund for the shuttle service at a total of $105.00. As, for the non-refundable *** we advocated on several occasions by requesting a refund. Regrettably, on August 23, 2019; the manager denied our request citing their non-refundable policy. Therefore, Expedia was unable to issue a refund.
*** Cancellation and Change Policy:
The room type and rate selected are non-refundable.
Should you change or cancel this reservation for any reason,
Your payment will not be refunded.
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. We cannot provide a refund for the (hotel portion) unless approved by the hotel and must adhere to the hotel’s policy.
Additionally, Expedia’s Terms of Use, and 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.
On November 26, 2019, Expedia contacted *** to continue requesting a refund after final authorization; we processed a refund of $1155.73, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly her bank processes refunds generally within three to seven 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,
Melanie A
Corporate Customer Service
Customer Response
• Nov 29, 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 a hotel thru expedia.com for three nights at *** los angels. I only stayed there for one night because of the conditions of the hotel that was unacceptable. I field a complaint to front desk clerk working that night and told him I was checking out the next day due to condition of the room and parking garage. therefore I talked to manger next morning letting her know about the room were very badly maintained so I checked out 2 nights early . so the manager told me she will notify expedia about the refund for two nights . I only received $90.00 refund. instead $204.00. I emailed expedia I didn't get any response from them. thank *** itinerary #
Expedia.com Response
• Nov 27, 2019
November 27, 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 hotel reservation. We understand Mr. checked out early due to the hotel’s cleanliness and is requesting a refund of the unused two nights in the amount of $114.00.
Our records indicate that on July 25, 2019 (Pacific Standard Time), the customer or an authorized user of the Expedia account, self-booked a hotel reservation with *** LAX / LA Stadium, for October 3-4, 2019, on Expedia’s website, under itinerary ***. Mr. paid $93.50 and used 1,961 Expedia Loyalty Points for the booking. On August 5, 2019, the customer self-modified the reservation via the Expedia website, and changed the dates from October 3-4, 2019, to October 3-6, 2019. The customer paid $215.02 for the added two nights. The hotel’s policy read as follows:
Cancellations or changes made after 4:00 PM local hotel time, Wednesday, October 2, 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.
Upon review, on October 4, 2019 , Mr. contacted Expedia and advised he was going to check out early due to the hotel’s cleanliness and asked for a refund. As the hotel reservation was in penalty, Expedia contacted the property for a waiver of the now non-refundable reservation, and was advised to send an email to the hotel’s manager for authorization.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the hotel. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
“The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.”
Expedia contacted the hotel for a waiver via email multiple times and never received a response. On November 24, 2019, Expedia was able to speak with *** from the hotel’s Front Desk, who authorized a full refund to the customer as a sign of goodwill.
On November 24, 2019, Expedia issued a full refund of the hotel reservation in the amount of $322.53, along with 1,961 Expedia Loyalty Points back to the customer’s original form of payment. Expedia sent an email to the customer, advising of actions taken, refunds amounts, and processing times. The customer was also sent an auto-generated email confirmation with refund processing times.
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,
Gayana W
Corporate Correspondence Team
Customer Response
• Nov 29, 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 $250 worth of gift cards for ***. The cards indicate that they do not expire. I tried to redeem them and found that the company no longer accepts them. They had an online application to receive reimbursement which I filled out. I did so, following all the requests for copies of the front and back of the cards. I submitted the application and was told that I would be contacted to arrange reimbursement to my bank account. No one contacted me. I tried multiple times to call *** and was sent to voice mail. Each time, they hung up on me before I could leave a message. I found out a link on their website for a chat. No one chatted. I found a link to contact for help and was directed to a company called ***. They said they couldn't help but said that Expedia now owned ***m. I tried to call them without success so I sent an email to their customer service manager asking her to contact me regarding the matter and she has not. I gave both my email address and my phone number. I looked online and saw that dozens of other people were having a similar problem, many having tried for over sixth months to get their refund without success.
Expedia.com Response
• Dec 02, 2019
December 2, 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 to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***), requesting either her gift certificates to be honored, or a refund in the amount of $250.00 to be issued.
We ask that Ms. please use the following hyperlink to file a Redemption Request for her ***m gift card:
***
Ms. should enter the order and certificate number along with her contact information and our Billing Department will reach out with next steps regarding the refund.
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,
Gayana W
Corporate Correspondence Team
Customer Response
• Dec 11, 2019
The response from the company did not resolve the issue. I had already done what their response suggested over two weeks before I had filed a complaint.
I still have $250 worth of gift cards that the company no longer accepts but claims they will redeem by putting that amount in my checking account.
Thank you for the work you do on behalf of consumers and thank you for your attention to this matter.
Expedia.com Response
• Dec 18, 2019
December 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. E *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our resolution offered.
Please be advised, Expedia doesn’t have access to ***.com system, therefore we can’t redeem nor refund ***.com gift cards. We would like to offer our assistance in reaching ***.com support on behalf of Ms.. We ask that the customer replies to our response with copies of back and front of her ***.com gift cards. The customer also advised she was promised monetary compensation in the amount of $250.00 to replace the gift cards in the event she is not able to redeem them. We ask Ms. also includes a copy of correspondence where she was advised of the refund. We look forward to hearing from her.
When I booked this 3 day vacation it was to have fun and enjoy life for a short while. I booked a get away on cruise ship *** for cruise dated 11/22/2019. This is a 3 day cruise to the Bahamas leaving from Miami Florida. When this was booked no one told me about the clause that states that I need to be there 1 hour before the cruise leaves. I was there 30 minutes before the cruise left. I was not the only person there. There were 8 others in this situation. The supervisor from *** came down and gave us a phone number to call to reschedule. The phone number to call was ***. I called this phone number, I was only offered the taxes and was told that the rest which is $428.00 was forfeited to Expedia. I spoke with first an Agent and then to Josh in Cruise Resolutions department. He withheld his full last name. I am very upset at this misinformation and feel that I have been robbed. If this is not resolved I am prepared to take Expedia and *** to Court on a Tort Case and will not only request my refund but will request all court cost. I am even willing to file a Cllass Action Lawsuit.
The Booking Number is *** Stateroom 8335 Category 8D Balcony
Expedia.com Response
• Dec 06, 2019
December 6, 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 cruise reservation. We understand Mr. is requesting either a full refund of $639.28 of his cruise reservation, or an exchange for a cruise of the same monetary value.
Our records indicate that on November 9, 2019, the customer, or an authorized user of the Expedia account, self-booked a cruise to the Bahamas with *** for two guests on Expedia's website, under itinerary ***, embarking on November 22, 2019, and disembarking on November 25, 2019. The total cost of the booking was $639.28.
We can confirm that Mr. sent an email confirmation, which was opened on the day of booking, November 9, 2019. As of December 5, 2019, the email was opened a total of nine times. This email had the cruise checklist link that advised boarding is a minimum of 90 minutes prior to embarkation time. Additionally, the customer was sent an email with check in instructions that explicitly stated “it’s mandatory to be onboard the ship 90 minutes before the published sailing time [4:00 pm], or [the guests] will not be permitted to sail”, this email was opened on November 9, 2019.
Upon further review, on November 22, 2019, per the cruise line’s records, Mr. performed online check-in in their system. Later that day, the customer contacted Expedia from the port where the cruise line denied them boarding for arriving late. The guests arrived at the pier at 3:20 pm local time but the ship was due to depart at 4:00 pm local time, and due to the cruise line’s strict check in policy, the port representatives denied boarding. The guest stated he wanted a complimentary cabin to be rebooked for him; however, was advised by Expedia that it wasn’t possible as he didn’t follow the cruise line’s check in instructions. Expedia offered to assist with a new booking and advised Mr. of the cancellation penalties as the denied boarding was considered a cancellation, but the customer didn’t wish to continue and disconnected the call.
Please note that Expedia serves as a third-party intermediary with travel providers such as cruise lines, hotels, or airlines. We do not own or operate any of the cruises offered on our website and are required to follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
“The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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 information provided above, the cruise line did not authorize a full refund. However, on December 2, 2019, Expedia issued a refund of the taxes in the amount of $211.28 back to the customer’s original form of payment, as approved by ***.
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,
Gayana W
Corporate Correspondence Team
Customer Response
• Dec 06, 2019
Complaint: ***
I am rejecting this response because: I do not believe that a company that prides themselves as a customer service company, have any regards for its clients. I believe this is roberry plain and simple and I will be taking this court. Companies can not steal hard earned money from customers. I will not and do not accept this as a reply. I request that this complaint be entered as a Negative towards Expedia. This is not a way a company should operate. I am suing both expedia and ***. I will not be taken for a ride by a company that is rich. I will see to it that I have my day in court. In the long run it is going to cost your company more. than $638. I will have my day in court and I will be heard. This is the United States. This is roberry. It doesnt matter if it is written ten thousand times on ten thousand emails. If it is not legal, it can not be enforced and I will be suing for more than the $638 dollars. I will be suing for attorney fees and a tort for my mental anguish and negligence on the part of your Company. You stand warned. I am also going to get other customers. We might even start a class action lawsuit against your imfamous company.
I contacted Expedia to cancel flight reservations I had just made. As a Gold member, I have a special # to call for assistance. The man I spoke to advised he would cancel the flights on my behalf. I was placed on hold for about 45 mins (he called my cell phone for this) as he proceeded to contact *** for a Malta Malaga flight Dec 13, 2019 - Dec 13, 2019
Itinerary #*** Confirmation *** (***) Booking ID. I was advised the reservation was nonrefundable, however as a Gold member, was promised a refund. After 45 mins on hold, he explained he would contact *** to have the refund issued to my credit card in the amount of 300.22. I checked my credit card yesterday and there was no refund. I called Expedia and after 2 chat disconnects and a phone call, was told they would not honor the guarantee of cancellation and were sorry. This is not the guarantee I was offered and they made a false effort to MAYBE issue a partial refund given a few conditions I have no control over.
I have phone records, chat transcripts, etc. to verify my interactions.
DO NOT BOOK WITH THIS COMPANY SINCE THEY ARE FRAUDULENT AND LIE ABOUT THEIR GUARANTEES.
They promised a refund of 300.22 and they should deliver on it. I am also contacting my credit card, however, the fault lies with Expedia and they should be made accountable for the failure to deliver on the contract of services as promised.
Expedia.com Response
• Nov 27, 2019
November 27, 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 non-refundable flight reservation. We understand that the customer is seeking a refund of $300.22, from Expedia.
On September 27, 2019, Ms. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. Travel is with ***, traveling from Luqa, Malta, to Malaga, Spain departing on December 13, 2019.
On November 22, 2019, Ms. contacted Expedia to request assistance in canceling her flight and obtaining a full refund. It was explained to Ms. that Expedia doesn’t have access her flight reservation and she must contact *** for all service related requests. However, Ms. preferred a refund from Expedia rather than reaching out to the airline to discuss her options. Therefore, we offered to contact *** on her behalf but Ms. stated that she would rather dispute the transaction with her bank.
On November 23, 2019 Ms. called Expedia advising that we promised to honor a full refund on a non-assessable flight reservation. Regrettably, Expedia reiterated that her cancellation and refund request is not possible and she must contact *** for assistance.
Expedia’s Terms of Use and *** restrictions which were agreed to by Ms. at the time of booking, expressly state:
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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Before you go:
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page. Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
Airline rules + restrictions:
We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you.
*Tickets are nonrefundable, nontransferable and name changes are not allowed
On November 27, 2019, in order to substantiate Ms.’s claim of Expedia guaranteeing a refund all chat conversations were reviewed. We continually out-lined through-out each conversation that the airline must be contacted. Furthermore, Expedia is not the merchant of record, *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
In addition, on November 27, 2019, Expedia contacted *** to discuss a cancellation request under Ms.’s upcoming flight. The airline advised that Ms.’s flight is active and ready for use on December 13, 2019. Once again, Expedia cannot provide support on a non-assessable flight reservation.
We respectfully recommend that Ms. coordinate with airline by phone at the following number ***, *** is the merchant of record. While we regret Ms.’s experience was not as we would have hoped, due to the information provided above, Expedia is unable to honor her request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sorriest travel company out there. So many scams and hiddened crap. We bought insurance for our trip when we booked. What the *** at expedia dont tell you is that for every hotel you add it creates a different number. So they use that to weasel out of refunding money. Venice Italy was our destination and since it flooded we couldnt go.
*** Expedia and every *** that works for them.
I will be actively telling everyone I know not to use Expedia. Social media here I come.
I had cancelled a transaction before the payment could go thru on Expedia. I received zero messaging or confirmation or receipt, so it was safe to assume no payment had been processed. Several months later I receive an email from *** stating my flight leaves in 24 hours. I, of course, wonder what flight are they talking about. Immediately I began to look into the matter and it turns out Expedia did take the $585.00cdn from me and never notified me. Now they refuse to pay me back. I've had call centre agents hang up on me when they had no further excuse as to why they're keeping my money. Absolutely, the worst company I have ever dealt with. By far!
Expedia.com Response
• Nov 28, 2019
Dear Ms ***,This email is in response to the complaint filed by Mr ***. Expedia is a company that prides itself on providing the highest standards of quality customer service and we are truly sorry that this matter has escalated as it has. It is always disappointing when our customers feel that they have no other recourse.I've investigated this case and my findings are as follows:• Customer stated that while creating the booking, he cancelled a transaction before the payment could go through. Furthermore, he stated that he has not received email or text confirmation • We checked our system and found the booking confirmation email was also sent to the email address, i.e.*** which was given by the customer at the time of booking• This reservation was not cancelled and customer didn’t utilize it. Therefore supplier marked him as a no-show and has denied for any exceptional refund• Customer contacted us via Social media channel with the same concern. It was investigated by our team and we shared the same information with him. We tried to check the call records; however, unable to validate and apologise for such an instanceBasis the above facts, we are unable to honour the customer’s request for full booking refund (GBP 447.56). We regret that the outcome cannot be more favourable to this query and would appreciate if you would please mediate this to the customer.If you have any further questions or concerns, please do not hesitate to contact us.Kind Regards,Sneha KPriority Customer Escalations AgentExpedia.co.ukPlease select ‘reply all’ while responding to this email. New queries would still continue to be sent to the original email address ***@expedia.com and do not cc any other email address.Tell us why here...
Customer Response
• Nov 28, 2019
Complaint: ***
I am rejecting this response because I didn't receive confirmation of any sort of purchase with Expedia. As stated in your rules and guidelines, no receipt or confirmation means the transaction was null. Furthermore, I have raised these concerns numerous times and have been met with utter disregard. Expedia feels they can rob me and just pass me off. I did not purchase the flight tickets in question. I did not take the flight in question.
I booked a vacation with this agency over the phone. Their agent made booked the wrong flight itinerary and when I called to fix they basically put me in a waiting limbo despite the fact that the flight takes me from home to my destination and the return flight to another city.
Instead of fixing the problem and assuring that I have the right destination they want to go review recordings to see what the agent did. That is unreasonable given the fact that this is a vacation and on a very busy date. Time is of the essence and they must correct the problem. They are difficult to deal with and I rather have my money back at this time if they can not correct the problem. They still would not want to do resolution immediately and want 2-3 days. This is a problem since we have to make plans and other activities are dependent on that. Totally insensitive to the issues created and would not listen. In fact asked me to pay them 1000 to rebook and then, later on, they may return the money. This is not acceptable. They are very bad as a company and I will never use them again. They hold your money hostage and trap you in a nightmare
Expedia.com Response
• Nov 28, 2019
November 28, 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 flight reservation. We understand Mr. is requesting a refund for a new flight
reservation as the booking agent booked an incorrect itinerary.
Our records indicate that on November 10, 2019, Mr. ***, or an authorized user of her Expedia’s account, self-booked a package reservation using Expedia’s website, under itinerary
***. Traveling with *** from Houston, TX to Chicago, IL on December 31, 2019 returning on January 5, 2020, with check-in at the *** with added Travel Protection
Vacation Waiver.
Upon further review, we show that on November 22, 2019, Expedia verified that we covered the error regarding the incorrect destination by purchasing a new one-way flight totaled $1,782.93 from
Eagle, Colorado to Houston, Texas. We are requesting for Mr. to provide a copy of the new itinerary he purchased as the customer was made whole and this case was resolved.
We thank you for allowing us the opportunity to address the issue brought to our attention. Based on the information above, we are unable to honor the refund request without additional information. If
you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Dec 02, 2019
Complaint: ***
I am rejecting this response because:
They are incorrectly stating the facts in order to cover up their unprofessional and incompetent agents.
I never booked and incorrect trip. Their agent over the phone booked my trip and family's trip to the wrong destination. I made an original trip to Colorado online. then we decided to change the destination and that is when I called. The agent booked a flight leaving g houston, to vail then to Chicago. They finally accepted the error made by their agent, but it took at least three calls that lasted a total of 2.5 one to 3.5 hours another. They were full of excuses.
Yes at the end they corrected the error, but not without my constant pressure and non stop requests.
Expedia has very poor customer support and their monomopy in the travel world is truly a disservice to the travelers. they operate in a way that is totally frustrating and geared to benefit them and only them.
I do acknowledge that they corrected their own error, but it should have been a lot easier. Also as you can see they still try to blame me in this statement that demonstrates very poor PR practices and customer care. Same on them
I purchased a trip from Expedia. When I arrived at the airport I was informed by the representative that I arrived late as the flight was at 6:13am, there was a flight change. When I originally purchased the trip my flight was scheduled at 6:45am. I received no notification from Expedia and *** of the change. I spoke with *** and Expedia representatives were unwilling to assist. I purchased insurance through Expedia for no reason as Expedia is unable to provide me with a refund. Both *** and Expedia keep telling me that I need to reach out to each other for assistance but neither is willing to assist. If I do not receive a refund for my *** flights I will never purchase another trip through your company (Expedia). This level of service is unacceptable, this is the exact reason I bought travel insurance for.
Expedia.com Response
• Nov 20, 2019
November 20, 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 March 14, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including combined one way flights, traveling from El Paso, TX, USA to Cancun, Mexico, departing on November 20, 2019 with ***, and returning on November 26, 2019 with ***. The package also included six nights at an all inclusive resort, ground transportation and a vacation waiver.
Terms and conditions were provided with the items for review, and accepted at the time the purchase was completed. They included:
Flights: Basic Economy Fares: Both one way flights were nonrefundable with no changes allowed.
Vacation Waiver: Allowed for reimbursement of penalties for changes or cancelations made prior to the start of travel.
The *** flights were initially set to depart at 6:45 on the date of purchase. On August 4, 2019 the flights had a minor time change to depart at 6:25 AM. The new flight times were updated on the customers tickets, and their online itinerary in their Expedia account. An email was sent to the customer to advise of the time change.
A second time change was received from the airline on September 1, 2019. The departure time changed from 6:25 AM to 6:13 AM. The times were again updated and a second email was sent to the customer to advise.
The customer contacted Expedia regarding the missed flight after it already departed. The customer purchased a new one way flight for November 20, 2019. Compensation is not available for additional travel expenses.
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.
Good morning, my name is ***. I booked my first trip to NYC and was beyond excited to be able to see the city. However a recent job opportunity became available which conflicts with the trip which is beyond my control. I contacted Expedia to be able to receive either a full refund or to receive a voucher for credits to be used for the next trip and have been met with the most frustrating situation. No one seems to be able to assist and I’m caught in an endless loop with all parties involved blaming the other. I do not find it right to be unable to receive a refund AND lose out on a trip of a life time. I would like to receive the refund for the trip or receive travel credits on the airline to be used for a future day. I would greatly appreciate it if someone can assist me with this beyond my control situation.
Expedia.com Response
• Nov 21, 2019
November 20, 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 . We understand is requesting a refund.
Our records indicate on October 20, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including roundtrip flights with *** for travel from San Antonio, TX to Newark, NJ, departing on December 16, 2019, returning on December 19, 2019 and three nights with the ***.
The terms and conditions were provided with the items for review, and accepted at the time of purchase. They advised that the flights and hotel were nonrefundable and no changes were allowed.
On November 20, 2019 the customer advised that they wanted to cancel the items and asked for a goodwill refund. Expedia is a third party intermediary that offers items from travel suppliers. The terms and conditions come from the travel suppliers and Expedia is unable to affect change to them.
We contacted the hotel to pass on the customers goodwill request. A waiver was not provided.
The customer stated they had documentation that might make a difference to the airline with their goodwill request. An email was sent to the customer telling them how they might submit any documentation they want to provide, directly to the airline with their request. The charges for the flights were made directly by the airline. Any consideration for refund or future credit may only be offered by the airline directly.
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.
I reserved *** through Expedia with confirmation # ***. The reservation price was $238.25, excluding collision damage plan. When I picked up the car, an additional driver was added, with an additional charge of $20. So without any other charges, I expected my bill should be $238.25+20=258.25. But I was charged $264.07. I paid $5.82(=264.07-258.25) extra. I don’t know why. I called Expedia. They contacted *** but told me *** said this was the amount, without proving an explanation of where that extra $5.82 comes from. They asked me to contact *** on my own, but every time when I called ***’s billing department, the call was cut off. This was my first to rent a car through Expedia. I didn’t realize I have to deal with 2 layers of communication fix one billing error. I am very frustrated about this experience, given several calls to both parties’ customer service.
Expedia.com Response
• Nov 22, 2019
November 22, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 for $5.82.
Our records indicate on July 25, 2019, Ms. or an authorized user of the Expedia account, booked a two day *** Rental car, picking up on August 2, 2019 and returning on August 4, 2019; along with the Collision Damage Plan via itinerary ***. A confirmation email was sent on the same date, it was opened and reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 10, 2019, that the customer called in complaining about the extra cost for the taxes and fees. Our representative advised the fees/rates vary from time to time. Ms. advised she will dispute directly with the car rental. Our representative emailed Ms. a receipt showing the charges for the *** Car Rental reservation.
After further review on November 21, 2019, Expedia contacted *** Car Rental and they advised the two day car rental was $86.24 a day for a total of $172.48. Other charges include VLF tax for $1.98, additional driver of $20.00, Alaska state car rental tax for $19.45, airport concession tax for $21.60, CFC charges of $13.00, car rental tax and municipal tax at 8% for a total of $15.56. Taxes and rental amount equal $264.07. *** normally charge 33% on taxes and airline fees, the additional driver was charged 29.1% tax on $20.00, which makes up the $5.82 which is added into one of the above listed taxes.
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.
In addition , at the time of completing the booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Nov 22, 2019
Expeida tried to help me figure out during my calls, however, they failed to give me a final explanation about where each fee is from and asked me to directly contact ***. But I never succeeded in talking to representatives at ***, which made me very frustrated about the entire experience.
1. I am surprised to hear that a 29.1% tax is charged on additional driver, which is a much higher tax rate than any existing tax rate. I don't understand where this tax rate is from. I need a detailed instruction on this figure.
2. When I booked the car from Expedia, I expect a break-down tax and fees, so that I can compare each item and see which one is increased by how much. At the time of reservation, Expedia only showed a taxes & fees but no itermized numbers. I reques an itemed receipt for my origianl car-rental cost estimate from Expedia, so that I can compare each item one by one.
3. Though Expedia is a third-party platform, but customers rent car on your platform because we trust you and you will help us to coordinate with partners when we have issues. But I fail to see the support and clarification in the entire process. I had to first contact Expedia for 30min and then call *** for another 30min, every time. They two threw balls to each other, which made my experience very frustrating. Why would I rent car on Expedia in the first place? I didn't receive the convenience of service at all.
At the time of rental, Expedia didn't provide detailed information to help customers understand break-down cost and thus may mislead customers. As a loyal customer, I still insist my refund.
I rented a car through Expedia, who proceeded to refer the rental through one of its venders, *** car in Naples, Italy; from November 1, 2019 to November 10.2019 ! Upon going through the rental process, I was told that if I turned the rental in prior to the rental dates, I would get a refund for the unused rental dates ! At first, when I called Expedia, I spoke to one of their representatives named Nasir, who said " I had nothing to worry about, and that I would be refunded for the three days,since I turned the car in on November 7,2019." Three days later I received an email from Expedia saying they were not going to give me a refund contrary to what they originally told me !! After several more emails they continued to respond by not honoring the agreement.
Expedia.com Response
• Nov 20, 2019
November 20, 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 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 for $97.02.
Our records indicate June 25, 2019, Mr. or an authorized user of the Expedia account, booked a nine day car rental reservation with *** Cars, picking up on November 1, 2019 and returning on November 10, 2019 along with the Collision Damage Plan via itinerary ***. A confirmation email was sent on the same date, it was opened and reviewed three times.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on November 12, 2019, the customer called in and asked to have a refund for the insurance since he returned the vehicle two days early. Our representative advised the protection is nonrefundable. Our representative tried to contact *** to confirm but was not able to reach anyone. The representative noted for the next representative to try and contact *** and see if they would authorize refunding the reservation. From November 11, 2019 through November 16, 2019, there were numerous emails from Mr. inquiring on a refund for the two days that returned the car early. Our representatives advised via email on numerous occasions that they were attempting to communicate with *** about a possible refund. One of our representatives advised on November 14, 2019, that *** would not allow the refund even though he returned the car in early. Mr. emailed his displeasure and stated it was Expedia’s responsibility to issue him a refund since he booked with us.
After further review on November 19, 2019, Expedia was able to review the reservation and the notes on the account. The reservation was recreated and Expedia was also able to verify that *** Car policy states “No refunds are made for early vehicle returns or contract cancellations”. The policy was listed under *** Rules & Restriction/Forms of payment section. This information was available to Mr. at the time that he created his reservation online.
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
In addition, at the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Based on the above Expedia is not able to honor Mr. request for a refund. 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 F
Corporate Correspondence Team
Customer Response
• Nov 20, 2019
Complaint: ***
I am rejecting this response because: When I booked the car rental with Expedia, I explicitly asked the representative, if a refund would be given, if the vehicle was returned early, to which the representative acknowledged yes ! Upon returning to the USA, I called Expedia and spoke to a representative named Nasir, who said " You have nothing to worry about, you will get your refund". Two days later I received an email that they were contacting *** Car Rental, and were having no response from them. Expedia stated that *** Car Rental was one of their venders. I originally booked the rental through Expedia, it should be their responsibility.
I have bought ticket with Itinerary *** with Expedia for my family roundtrip travel. Airlines is *** with Confirmation ***. Just few days before the return trip , my mother passed away in India so me and my family have to reschedule the trip. I called expedia to reschedule and told my situation, Expedia said due to the sudden demise according to airline policy, am entitled to get the Reschule fee of $200 Per passenger (totaling $600). Process for that is to first pay the amount and later submit a claim for reimbursement with proof of the demise. They also send me an application to fill for the claim.
The charge is made on my credit card on 7/8/2019 and on 7/18/2019, I have sent the claim form filled in along with death certificate of my mother. They said they have submitted the claim and ETA to get response is 45 days. I am desperately following up through emails (I have all the emails), and they keep saying waiting on airline. On 11/13/2019 they confirmed that the *** denied the claim and if necessary I can follow up with airline. I have asked for reference claim number and denial reason, they said they don't have it, I have to use my locator number.
I called Airlines, they said they do not have any claim filed by Expedia, if they have filed they will have a claim number. I called both airlines and expedia also, tried to keep them in conference call but expedia disconnected the call.
I called *** (my credit card company) to out the charge in dispute today, they said because the purchase is more than 60 day old they cannot file a claim.
I need help in resolving this problem. Customer service of expedia is hopeless.
Why they cannot provide a claim number ? Why do they give me so much of hardship ?
December 1, 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 flight reservation.
Our records show that on May 24, 2019, Mr., or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel was with *** from Dallas, TX to Hyderabad, India departing on June 2, 2019 and returning on July 13, 2019. We understand Mr. flight was affected by an extenuating circumstance, and she is requesting a full refund in the amount of $600.00 for exchange fees.
On July 7, 2019, Mr., contacted Expedia to discuss a death in his family which directly affected the return flight departing on July 13, 2019, we then provided the “*** Extenuating Policy”, to best assist with changes to his return flight.
On July 8, 2019, Mr., called Expedia back to complete a date change altering his return flight only. Travel was with *** from Hyderabad, India to Dallas, TX USA departing on July 31, 2019, for an additional fee of $1230.00.
On July 18, 2019, we advocated on the customer’s behalf by reaching out to the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to request a refund of $1230.00, by supplying a copy of the families death certificate. However, *** delayed our request per their “Extenuating Policy”, and their Fare Restrictions”.
Additionally, *** penalties and Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly states:
Penalties:
Before Departure Charge: USD 275.00/ plus difference in fare per passenger
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.
In an effort to resolve this matter, Expedia has remained a liaison between Mr. and ***, we’ve advocated on his behalf to obtain the refund that Mr. requested. Although, we were informed by *** that,“ Due to recent disruption, their refunds team is experiencing a higher than normal volume of requests causing a major delay in processing claims.”
The services provided by Expedia to Mr. are that of a third party booking agency, the airline; in this case ***, is the merchant of record and they accepted the funds for Mr. flight exchange. The customer will also see the airlines name under the transaction found on his credit card statement. As *** was the merchant of record, they are also the party in control of processing the appropriate refund to Mr.. We maintain our position that Expedia does not have access to *** claims and we cannot process a refund request. Expedia regrets that we are unable to offer Mr. with a more satisfactory response to his inquiry; Expedia has exhausted all options and resources available to us in an effort to assist Mr.. It is our highest recommendation that Mr. continue to pursue this matter directly with *** by phone at the following number *** Regrettably Expedia is unable to offer further assistance.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
December 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for your reply. We regret to hear that Mr. was unsatisfied with our response and/or resolution offered.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. flight was affected by an extenuating circumstance, and he is requesting a refund for his exchange fees.
On July 18, 2019, we advocated on the customer’s behalf by reaching out to the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to request a refund of $1230.00, by supplying a copy of the families death certificate. However, *** delayed our request per their “Extenuating Policy”, and their Fare Restrictions”.
Furthermore, on December 1, 2019, Expedia advocated on Mr. behalf by requesting an update surrounding the refund request. The airline stated that their refunds team is experiencing major delays in processing claims. Therefore, we attached proof of our refund request for Mr. records.
Additionally, Expedia does not have access to *** claims and we cannot process a refund request on *** behalf. Expedia has exhausted all options and resources available to us in an effort to assist Mr.. We kindly suggest that Mr. continue to pursue this matter directly with *** by phone at the following number ***. Regrettably, Expedia is unable to offer further assistance.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: The screenshot sent DO NOT have any details of :1. When it is submitted.2. What is the associated claim number or transaction id ?3. In November 2019, Expedia said they have received a response from Airlines, that they got a claim rejection. May I see that information ? 4. When I call Airlines and providing the confirmation code they keep saying they did not receive any claim from Expedia. Any proof that Expedia submitted the claim, with a reference to me or my itinerary and the rejection details, I will greatly appreciate that and I am glad to work with Airlines from this point.
Sincerely
I made a reservation for a vehicle, specifically a Hyundai Santa Fe. Call the day before to confirm that everything was OK, and the customer service staff never informed me what they reported on the counter today. When I'm going to pick up The vehicle in the rent-a-car tells me that the vehicle has a limit of 150 miles per day and cannot be taken out of the state.
The reservation clearly states that the reservation is unlimited miles, and nowhere is it mentioned that the vehicle cannot be taken out of the state.
All this is happening when I have to leave my destination early in the morning.
Expedia has only indicated that I make another reservation.
Below Expedia Email:
Car details
Your Hyundai Santa Fe rental will have air conditioning and fit 2 people.
car details checkmark
Hyundai Santa Fe or similar
car details checkmark
Midsize
car details checkmark
Automatic transmission
car details checkmark
Unlimited mileage
More information available about this rental’s fuel policy.
November 29, 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 car rental reservation.
Our records indicate that on November 29, 2019, Mr., or an authorized user of the account, self-booked a Pay Later, six-day car rental with ***, picking up November 26, 2019 at Miami Florida Airport and returning December 2, 2019 to the same Airport, under itinerary number ***. We understand Mr. is seeking a full refund as he was unable to utilize the rental based on limited mileage and one-way restrictions.
On November 27, 2019, Mr. contacted Expedia to discuss the amenities associated with the car rental. We contacted *** on the customer’s behalf to determine the rental’s mileage limitations and any one-way restrictions. Regrettably, we were unable to communicate with ***s in order to discuss Mr.’s reservation.
Additionally, Expedia’s Terms of Use, which were agreed to by Mr. 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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On November 29, 2019, since *** is the merchant of record (the entity that receives the funds and is the company that charges the customer’s credit card). Expedia contacted *** for billing verification purposes. We were informed by the rental agency that Mr. didn’t incur any charges for the cancelled rental.
Therefore, Expedia respectfully requests that Mr. provide us with a complete copy of his replacement rental reflecting an increased rate above $257.43, not assessed by ***. That requested information will allow us to appropriately research Mr.’s charges. He may attach his document to the Revdex.com complaint.
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:
First I received an email from Expedia stating they're going to charge me for at least three days.
Besides you answer to my my claim is disappointing, according to "law unfair rule" your only responsability is charge the money to the customer and receive you commission
What happened with my rights:
- 2 hrs to get to the airport
- try to find another option after 9:00 pm, when I needed to departure at 2:00 am
Do you know how do I dit it. Put on my place.
What's Expedia responsability to not inform about basic things in a car rental.
I attached I will leave the consideration of the Agent of the Revdex.com, which is done in these cases.Surely there are many people with similar cases, and you just say: I'm sorry email when you says clearly:
Car detailsYour Hyundai Santa Fe rental will have air conditioning and fit 2 people.Hyundai Santa Fe or similarMidsizeAutomatic transmissionUnlimited mileage
Sincerely
I purchased my son flights through Expedia. I was on the Australian site, but for some reason AFTER I paid, it said that all payments were in US dollars. This did not come up before I paid. I have no idea why that happened, because I was on the Australian site. (I checked on my computer to make sure) Rang Expedia, but they were not helpful at all. I paid what I thought was $233.97 Australian, but was charged $430.32 Australian plus exchange fees of $8.93. Also another charge of $1.47 from Expedia.
November 29, 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 nonrefundable flight reservation.
Our records show that on November 21, 2019, Mrs. or an authorized account user self-booked a flight on Expedia’s website under itinerary ***. Travel is with *** with Bag, traveling from Brisbane, Australia to Mackay, Australia departing on December 23, 2019 and returning with *** on December 27, 2019. The flight reservation includes a Protection Plan, administered by Travel guard. We understand that Mrs. is requesting a currency conversion refund based on a purchase she made on a US based website under US currency.
On November 26, 2019, Mrs. contacted Expedia to confirm the point of sale under her current flight reservation. We informed Mrs. that she purchased her flight on a US based website and her purchase was billed in US currency.
The US based currency specifications were disclosed during Mrs. booking session prior to her agreeing to submit her payment and after. The following are the areas in which the USD currency was displayed for her review:
· On the top right hand corner of the Expedia.com homepage
· Once a product is selected a customer will see a Trip total (USD) both at the review before booking screen and at the, “Book Now”, screen.
· After, the finalization of payment an email confirmation was sent providing the,” USD Currency Type”.
Expedia.com is a US based site; consumers will be billed in US dollars. Expedia is not responsible for any conversion fees assessed by a banking institution. We are a part of a global travel company who provides services for millions of customers around the world on a daily basis. To support a point of sale, we offer equally diverse websites which show prices displayed in local currency. Our global websites can be accessed by going to the home page and scrolling to the bottom. Once a site is selected, our customers will be redirected to the website that a customer wishes to book travel.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.
*** with Bag flight restrictions
Tickets are nonrefundable and nontransferable. Name changes are not allowed
Please read the complete penalty rules for changes and cancellations or charter contract
Please read important information regarding airline liability limitations
*** restrictions
Tickets are nonrefundable and nontransferable
A fee of $43 per ticket is charged for itinerary changes. Name changes are not allowed
Please read the complete penalty rules for changes and cancellations or charter contract
Please read important information regarding airline liability limitations
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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Payment methods:
Booking international travel may be considered to be an international transaction by the bank or card company, since Expedia may pass on your payment to an international travel supplier. The currency exchange rate and foreign transaction fee is determined solely by your bank on the day that they process the transaction. If you have any questions about these fees or the exchange rate applied to your booking, please contact your bank.
While we regret Mrs. experience was not as we would have hoped, due to the information provided above Expedia is unable to honor her request for a currency conversion refund.
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
Complaint: ***
I am rejecting this response because:
Sincerely,
***
The US currency warning did not come up until I had paid for the flights. Not before.
It’s been very frustrating dealing with Expedia. I had purchased a ticket to travel overseas in August 2019 that sadly had to be cancel due to unforeseen illness. At the beginning, one of the supervisor ( Ms. ) took my case and treated me very well to the point where I’m very satisfied with the options she gave me as of given me a full credit for the amount I paid less taxes and insurance totaling of $1,492.03 with a year validation. Comes early November , I found out I will have to be in Phuket, Thailand by Dec 9, 2019 for an important training. I called back Expedia on Nov 15 upon the confirmation that I needed to be in Thailand and try to apply my credit toward a new destination. I spoke with Bob, and after almost two hour of on hold and strategized the best way possible, he managed to found me something that required however to use all of my credit for one way ticket instead of the original round trip, plus penalty and a little bit more extra money of totaling $678 with conditions I have to travel after the thanksgiving holidays. I’m more than ok’d to pay that much extra, however since I will be late I needed to confirm with my company first. Bob mentioned as long as I travel within the dates of Dec 9,10,11 the different will not gonna be as high as if I choose to travel before or after that perimeter dates. I have the ok from my company to come two days later than our original training dates, and once again I tried to make my reservation , and this time I had Paul for another two hours trying to helped me to no avail, he can’t find me anything less than $2500 extra to book the same flight Bob’s managed to found me the other day, while in the meantime I logged on into my preferred airlines directly and surprised to found the same Itinerary sold less than my available credit with Expedia. When I mentioned this to Paul several times, I can hear his frustration and nearing the end he suggested me to call the airlines directly and see if they can match the price as listed on their website. I thank him and proceeded to call the airlines, spoke with one their supervisor , explained the situation with Expedia and just before ending our conversation I was given the booking code with intention to help Expedia to find the same price listed on their direct website, since Expedia is a third party, the airlines cannot use my available credit to rebook thru them.
I’m calling Expedia again, and this time I had Abby trying to help. With her we try a different twist, Abby looking at a brand new reservation without using my credit and managed to found me somewhat decent flight totaling of $815. Far from thousands of dollars I have to pay extra on top of using my $1,492.03 credit.
At this point , over 6-7 good hours and few days trying to figure out how if I can apply my credit that I’ve already paid to Expedia, I felt robbed.
Their business practices of ‘discounted’ airfare is not discounted to begin with, and now I feel like I’m giving away my $1600 (original ticket price I’ve paid to Expedia) and not really able to use it for another flight since it practically will resulting a higher price than just buying new ticket, given reasonable different I will be more than happy and ready to pay them.
I did have an insurance and intend to discuss this with them. As far as Expedia, I don’t think I will ever consider to use it again, ever. The worst I have dealing with so called internet travel agent. Hope people will be able to read my experience and be ware of business practice Expedia have within them. I fly a lot for job and members of few major airlines, domestic land international . Never have any issues regarding air credit because I usually bought from them direct. K
June 1, 2019 8:30pm - Contacted Expedia to reserve a room while out of town with no form of transportation. Reserved the room and was charged immediately for said room. Made travel arrangements to hotel; arrived at hotel to find the room was not available. Contacted Expedia and was on the phone with rep for over 2 hours to help locate another hotel; rep was extremely slow so each time she found a room by the time she got around to booking it, it was no longer available. After hours, another room was found and I was assured all charges would be on Expedia. Found transportation to new hotel by June 2, 2019 3:00am and checked in. Did not give attendant credit card information, only signed in when checked in.
We were out of town without transportation on the side of the road for hours due to the incompetency of the representative, furthermore we were charged FOR BOTH ROOMS! Expedia stated that due to the inconvenience they would cover all costs and I want my money back! $139.55 + $145.30 = $284.85
December 5, 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 her hotel reservation.
Our records indicate that on June 1, 2019, ***, or an authorized user of their Expedia account, contacted Expedia and booked a non-refundable hotel reservation with ***, located in Helen, GA, for four travelers. The accommodations were from June 1, 2019, to June 2, 2019, under itinerary ***. We understand Ms. is requesting a refund of $284.85, as the *** did not have the room available upon their arrival, and her group had to be relocated to a different property.
On June 1, 2019, Ms. contacted Expedia advising that *** stated they could not accommodate her. Ms. was transferred to Expedia’s Reservations Department to help with the relocation to another hotel. At this time, Ms. was charged $139.55, the original amount agreed to by ***, or an authorized user of the Expedia account, for the *** reservation. On November 26, 2019, upon receipt of the customer’s Revdex.com complaint, Expedia became aware of the additional charge of $145.30, for the new hotel reservation. This charge should have been to the Expedia card provided to the hotel, but instead was collected from the customer.
As the customer accepted the original accommodation costs of $139.55, we are unable to issue a refund for them. However, on November 29, 2019, Expedia processed a refund for the additional charge in the amount of $145.30, back to the original form of payment. The time it takes for the refund to be available in the customer’s account depends on how quickly their bank processes refunds, typically within three to five business days.
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.
Thank you,
Michelle R
Corporate Correspondence Team
I purchase travel airplane ticket with expedia.com in also purchase insurance for those tickets in case of any reason I need to cancel I was told with the travel insurance I will receive a refund. I found a claim when I had to cancel my flights and was told by expedient that I will receive a refund however the insurance company that I purchased through expedient appear to be fraudulent and my claim was denied. When I called expedient is explain to them what happened I was told that he was not their fault that the tickets were purchased through the air lines and I would have to call the assurance company in the airlines again to try to get my money back. This is not what was advertised when I purchase the insurance and when I try to track the insurance company down to continue to fall a clean it seemed very unprofessional and the reasoning for deny in my claim was very unclear.
November 27, 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 Mrs. *** , Revdex.com case number *** regarding a package reservation. We understand that Ms. is seeking a refund of $942.00.
Our records indicate on August 11, 2019, Ms. or an authorized user of the Expedia account booked two combined one-way fares departing on November 27, 2019 from Phoenix, AZ to New Orleans, LA and returning from New Orleans, LA to Phoenix, AZ on December 1, 2019; along with the Cancellation Plan via ***. A confirmation email was sent on the same date and opened once on August 12, 2019.
On October 19, 2019, the customer called in to cancel the reservation due to personal reasons. Our representative checked the policy of the Basic Economy Fare and advised the tickets were non-refundable non-changeable. The customer advised she would get in touch with the insurance company and our representative proceeded with the cancellation.
After further review on November 27, 2019, Expedia was able to verify the reservation created by Ms., the confirmation itinerary. The non-refundable, non-changeable flights were booked with the cancellation plan. The details of the cancellation plan on *** website state trip cancellation and trip interruption are covered 100%. *** also advises the customer must file a claim with them via their website or by calling them. *** will advise Mrs. based on the policy and the type of protection she chose, what she is entitled to.
See the following hyperlink and contact details for the Travel Protection Plan:***
***
***
***
***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.
In addition, at the time of completing her booking on our website, Mrs. 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 fashionOur Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above Expedia is not able to honor Mrs. 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
Fraud/ false advertising - When I book my hotel, they gave me two prices, one is non-refundable and one is free cancellation. The free cancellation price is much higher per night and I decided to take it's cause I thought I could change my mind up till at least the day prior to my travel. I was so wrong, I called a month prior wanting to cancel and found out that my booking was actually non-refundable. Money was taking from my credit card as I booked. So, I asked Expedia why was that and I was transferred to 3 different people and all three explained that on my confirmation page, I did not make the right choice. Then why do you have two prices when both are non-refundable?????? That's FRAUD!!!!! The last person wanted me to call back M-F 9-5pm so that they can talk to the manager of the hotel and see if they are willing to cancel the booking. Why??? That was Expedia's mistake, not the hotel. Why they want to put me at the mercy of the hotel's manager instead? It was over an hour on the phone with no results. I ended up going and caused me $618.00 (room/night + $64 hotel fee) which I think Expedia is responsible for paying for false advertising!!!!
November 26, 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 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 concern from Ms. ***, Revdex.com case number *** requesting Expedia to refund her for the reservation she booked and she thought it was a free cancellation.
Our records indicate, on October 5, 2019, Ms. or an authorized user of the Expedia account booked a two night hotel reservation at the *** checking in on November 19, 2019 and checking out on November 21, 2019 via itinerary ***. A confirmation email was sent on the same date, it was opened on October 6, 2019 and reviewed three times.
On October 13, 2019, Ms. called because she changed her mind about the hotel reservation and wanted to cancel. Our representative called the hotel and the hotel denied a waiver to cancel or change the reservation. Our representative advised of the hotel’s policy and she requested a Supervisor. The call was taken over by a Supervisor. Our back office system was used to verify the room was nonrefundable. The Supervisor also verified that the confirmation email was received and reviewed. The customer is claiming they selected the refundable room type and our Supervisor was able to verify the reservation was non-refundable. Ms. advised she will back tomorrow. On October 14, 2019, Ms. called in again to complain about this reservation. She advised she selected a refundable room but her reservation is showing a non-refundable room. Hotel has previously been called and they have denied any waiver for cancellation or change.
After further review on November 26, 2019, Expedia was able to review the details of the reservation, confirmation itinerary email and the back office system. The reservation that was booked was for a non-refundable hotel reservation. The confirmation email was reviewed by Ms. on October 6, 2019 and was reviewed three time in total. The property would not authorize Expedia to waive the penalty and the hotel reservation is non-refundable. Expedia can verify the reservation Ms. booked was non-refundable.
The *** cancellation and change policy were listed as follows:
Cancellations and changes
The room/unit type and rate selected are non-refundable.Should you change or cancel this reservation for any reason, your payment will not be refunded.
No refunds will be issued for late check-in or early check-out.
Stay extensions require a new reservation.
We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the property charges such fees in accordance with its own policies, the cost will be passed on to you. *** charges the following cancellation and change fees.
We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor the refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di F
Corporate Correspondence Team
I booked a hotel through Expedia. The price they charged me was different than the price on the receipt. I contacted Expedia and they said they don’t guarantee prices. So basically holiday inn charged me a lower price and they are pocketing the change. So unethical.
November 26, 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.
Our records indicate that on November 22, 2019, Ms. or an authorized account user self-booked a hotel on Expedia’s website, under itinerary ***. The reservation was for the ***, TX, checking in on November 22, 2019, and checking out on November 23, 2019 for a total of $108.80. We understand Ms. is requesting a refund of $34.80, as she was shown a lower rate on her hotel check-out receipt.
On November 23, 2019, Ms. contacted Expedia to verify the breakdown charged for the ***. We advised Ms. that lower rate of $79.90, shown to Ms. by the hotel is the rate they charged Expedia (pre-tax) for the room. In order to provide the best rates to our customers we reserve large blocks of hotel rooms far in advance, at a reduced rate. This allows us to provide our customers with some of the lowest rates available to the public. This information is disclosed on Expedia’s website under our Terms of Use, and was agreed to by Ms. at the time of booking which expressively states:
Prepaid Hotel Reservation:
You acknowledge that the Expedia Companies pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations. You also acknowledge that the Expedia Companies provide you services to facilitate such booking of reservations for a consideration (the "facilitation fee"). The room rate displayed on the Website is a combination of the pre-negotiated room rate for rooms reserved on your behalf by the Expedia Companies and the facilitation fee retained by the Expedia Companies for their services. You authorize the Expedia Companies to book reservations for the total reservation price, which includes the room rate displayed on the Website, plus tax recovery charges, service fees, and where applicable, taxes on the Expedia Companies' services. You agree that your credit card will be charged by the Expedia Companies for the total reservation price. Upon submitting your reservation request you authorize the Expedia Companies, including Travelscape, LLC, to facilitate hotel reservations on your behalf, including making payment arrangements with hotel suppliers.
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.
Nevertheless, on November 26, 2019, Expedia processed a refund of $28.90, back to the original form of payment. The time it takes to post the refund to her account depends on how quickly her credit card company processes refunds, generally within three to seven days.
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, and find that this resolution is satisfactory to me.
Sincerely
In August 2019 I booked a trip on-line through Expedia.com to Cabo San Lucas, Baja California.The next day a noticed that 2 trips had been booked. I immediately cancelled 1 of them (itinerary ***). Expedia didn't refund the Hotel portion of $1,260.73 because the hotel wouldn't allowed refund. Many times I contacted Expedia customer support, and they told me that there was NO PROBLEM with the cancellation, based on their communication with the hotel. Once in Cabos, my husband spoke with the Operations Manager, who understood the situation and assured us that there will be no charges from them to Expedia. I disputed the transaction with my credit card company, since I never heard from Expedia. My credit card refunded the money to now charge me again because I'm at fault? I'm nor responsible for paying this duplicate transaction, specially when the hotel agreed not to charge Expedia.
November 26, 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 nonrefundable hotel reservations. We understand that the Mrs. is seeking a refund of $1260.73, based on a duplicate purchase.
Our records show that on August 18, 2019, Mrs. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Los Angeles, CA, to San Jose Del Cabo, Mexico departing on September 11, 2019 and returning on September 15, 2019. The package included a hotel and shuttle service with a stay at ***t- All Inclusive for a check in on September 11, 2019 and a check out on September 15, 2019.The total cost of the package was $3121.24
Our records show that on August 18, 2019, Mrs. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Los Angeles, CA, to San Jose Del Cabo, Mexico departing on September 11, 2019 and returning on September 15, 2019. The package included a hotel and shuttle service with a stay at ***t- All Inclusive for a check in on September 11, 2019 and a check out on September 15, 2019.The total cost of the package was $3121.24.
On August 19, 2019, Mrs. contacted Expedia to request a refund under ***; since that booking was made in error. In following, the package policies, Expedia processed the 24-hour courtesy (void) for $1860.51 for the flight. Then, we cancelled and processed a refund for the shuttle service at a total of $105.00. As, for the non-refundable *** we advocated on several occasions by requesting a refund. Regrettably, on August 23, 2019; the manager denied our request citing their non-refundable policy. Therefore, Expedia was unable to issue a refund.
*** Cancellation and Change Policy:
The room type and rate selected are non-refundable.
Should you change or cancel this reservation for any reason,
Your payment will not be refunded.
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. We cannot provide a refund for the (hotel portion) unless approved by the hotel and must adhere to the hotel’s policy.
Additionally, Expedia’s Terms of Use, and 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.
On November 26, 2019, Expedia contacted *** to continue requesting a refund after final authorization; we processed a refund of $1155.73, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly her bank processes refunds generally within three to seven 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,
Melanie A
Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a hotel thru expedia.com for three nights at *** los angels. I only stayed there for one night because of the conditions of the hotel that was unacceptable. I field a complaint to front desk clerk working that night and told him I was checking out the next day due to condition of the room and parking garage. therefore I talked to manger next morning letting her know about the room were very badly maintained so I checked out 2 nights early . so the manager told me she will notify expedia about the refund for two nights . I only received $90.00 refund. instead $204.00. I emailed expedia I didn't get any response from them. thank *** itinerary #
November 27, 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 hotel reservation. We understand Mr. checked out early due to the hotel’s cleanliness and is requesting a refund of the unused two nights in the amount of $114.00.
Our records indicate that on July 25, 2019 (Pacific Standard Time), the customer or an authorized user of the Expedia account, self-booked a hotel reservation with *** LAX / LA Stadium, for October 3-4, 2019, on Expedia’s website, under itinerary ***. Mr. paid $93.50 and used 1,961 Expedia Loyalty Points for the booking. On August 5, 2019, the customer self-modified the reservation via the Expedia website, and changed the dates from October 3-4, 2019, to October 3-6, 2019. The customer paid $215.02 for the added two nights. The hotel’s policy read as follows:
Cancellations or changes made after 4:00 PM local hotel time, Wednesday, October 2, 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.
Upon review, on October 4, 2019 , Mr. contacted Expedia and advised he was going to check out early due to the hotel’s cleanliness and asked for a refund. As the hotel reservation was in penalty, Expedia contacted the property for a waiver of the now non-refundable reservation, and was advised to send an email to the hotel’s manager for authorization.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We hope you understand we must follow the terms and conditions as dictated by the hotel. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
“The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.”
Expedia contacted the hotel for a waiver via email multiple times and never received a response. On November 24, 2019, Expedia was able to speak with *** from the hotel’s Front Desk, who authorized a full refund to the customer as a sign of goodwill.
On November 24, 2019, Expedia issued a full refund of the hotel reservation in the amount of $322.53, along with 1,961 Expedia Loyalty Points back to the customer’s original form of payment. Expedia sent an email to the customer, advising of actions taken, refunds amounts, and processing times. The customer was also sent an auto-generated email confirmation with refund processing times.
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,
Gayana W
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I received $250 worth of gift cards for ***. The cards indicate that they do not expire. I tried to redeem them and found that the company no longer accepts them. They had an online application to receive reimbursement which I filled out. I did so, following all the requests for copies of the front and back of the cards. I submitted the application and was told that I would be contacted to arrange reimbursement to my bank account. No one contacted me. I tried multiple times to call *** and was sent to voice mail. Each time, they hung up on me before I could leave a message. I found out a link on their website for a chat. No one chatted. I found a link to contact for help and was directed to a company called ***. They said they couldn't help but said that Expedia now owned ***m. I tried to call them without success so I sent an email to their customer service manager asking her to contact me regarding the matter and she has not. I gave both my email address and my phone number. I looked online and saw that dozens of other people were having a similar problem, many having tried for over sixth months to get their refund without success.
December 2, 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 to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***), requesting either her gift certificates to be honored, or a refund in the amount of $250.00 to be issued.
We ask that Ms. please use the following hyperlink to file a Redemption Request for her ***m gift card:
***
Ms. should enter the order and certificate number along with her contact information and our Billing Department will reach out with next steps regarding the refund.
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,
Gayana W
Corporate Correspondence Team
The response from the company did not resolve the issue. I had already done what their response suggested over two weeks before I had filed a complaint.
I still have $250 worth of gift cards that the company no longer accepts but claims they will redeem by putting that amount in my checking account.
Thank you for the work you do on behalf of consumers and thank you for your attention to this matter.
December 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. E *** (Revdex.com case number ***). We regret to hear Mrs. did not accept our resolution offered.
Please be advised, Expedia doesn’t have access to ***.com system, therefore we can’t redeem nor refund ***.com gift cards. We would like to offer our assistance in reaching ***.com support on behalf of Ms.. We ask that the customer replies to our response with copies of back and front of her ***.com gift cards. The customer also advised she was promised monetary compensation in the amount of $250.00 to replace the gift cards in the event she is not able to redeem them. We ask Ms. also includes a copy of correspondence where she was advised of the refund. We look forward to hearing from her.
Sincerely,
Gayana W
Corporate Correspondence Team
When I booked this 3 day vacation it was to have fun and enjoy life for a short while. I booked a get away on cruise ship *** for cruise dated 11/22/2019. This is a 3 day cruise to the Bahamas leaving from Miami Florida. When this was booked no one told me about the clause that states that I need to be there 1 hour before the cruise leaves. I was there 30 minutes before the cruise left. I was not the only person there. There were 8 others in this situation. The supervisor from *** came down and gave us a phone number to call to reschedule. The phone number to call was ***. I called this phone number, I was only offered the taxes and was told that the rest which is $428.00 was forfeited to Expedia. I spoke with first an Agent and then to Josh in Cruise Resolutions department. He withheld his full last name. I am very upset at this misinformation and feel that I have been robbed. If this is not resolved I am prepared to take Expedia and *** to Court on a Tort Case and will not only request my refund but will request all court cost. I am even willing to file a Cllass Action Lawsuit.
The Booking Number is *** Stateroom 8335 Category 8D Balcony
December 6, 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 cruise reservation. We understand Mr. is requesting either a full refund of $639.28 of his cruise reservation, or an exchange for a cruise of the same monetary value.
Our records indicate that on November 9, 2019, the customer, or an authorized user of the Expedia account, self-booked a cruise to the Bahamas with *** for two guests on Expedia's website, under itinerary ***, embarking on November 22, 2019, and disembarking on November 25, 2019. The total cost of the booking was $639.28.
We can confirm that Mr. sent an email confirmation, which was opened on the day of booking, November 9, 2019. As of December 5, 2019, the email was opened a total of nine times. This email had the cruise checklist link that advised boarding is a minimum of 90 minutes prior to embarkation time. Additionally, the customer was sent an email with check in instructions that explicitly stated “it’s mandatory to be onboard the ship 90 minutes before the published sailing time [4:00 pm], or [the guests] will not be permitted to sail”, this email was opened on November 9, 2019.
Upon further review, on November 22, 2019, per the cruise line’s records, Mr. performed online check-in in their system. Later that day, the customer contacted Expedia from the port where the cruise line denied them boarding for arriving late. The guests arrived at the pier at 3:20 pm local time but the ship was due to depart at 4:00 pm local time, and due to the cruise line’s strict check in policy, the port representatives denied boarding. The guest stated he wanted a complimentary cabin to be rebooked for him; however, was advised by Expedia that it wasn’t possible as he didn’t follow the cruise line’s check in instructions. Expedia offered to assist with a new booking and advised Mr. of the cancellation penalties as the denied boarding was considered a cancellation, but the customer didn’t wish to continue and disconnected the call.
Please note that Expedia serves as a third-party intermediary with travel providers such as cruise lines, hotels, or airlines. We do not own or operate any of the cruises offered on our website and are required to follow the terms and conditions as dictated by the vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
“The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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 information provided above, the cruise line did not authorize a full refund. However, on December 2, 2019, Expedia issued a refund of the taxes in the amount of $211.28 back to the customer’s original form of payment, as approved by ***.
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,
Gayana W
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I do not believe that a company that prides themselves as a customer service company, have any regards for its clients. I believe this is roberry plain and simple and I will be taking this court. Companies can not steal hard earned money from customers. I will not and do not accept this as a reply. I request that this complaint be entered as a Negative towards Expedia. This is not a way a company should operate. I am suing both expedia and ***. I will not be taken for a ride by a company that is rich. I will see to it that I have my day in court. In the long run it is going to cost your company more. than $638. I will have my day in court and I will be heard. This is the United States. This is roberry. It doesnt matter if it is written ten thousand times on ten thousand emails. If it is not legal, it can not be enforced and I will be suing for more than the $638 dollars. I will be suing for attorney fees and a tort for my mental anguish and negligence on the part of your Company. You stand warned. I am also going to get other customers. We might even start a class action lawsuit against your imfamous company.
It is in your best interest to issue my refund.
Please Govern yourselves accordingly,
Sincerely
I contacted Expedia to cancel flight reservations I had just made. As a Gold member, I have a special # to call for assistance. The man I spoke to advised he would cancel the flights on my behalf. I was placed on hold for about 45 mins (he called my cell phone for this) as he proceeded to contact *** for a Malta Malaga flight Dec 13, 2019 - Dec 13, 2019
Itinerary #*** Confirmation *** (***) Booking ID. I was advised the reservation was nonrefundable, however as a Gold member, was promised a refund. After 45 mins on hold, he explained he would contact *** to have the refund issued to my credit card in the amount of 300.22. I checked my credit card yesterday and there was no refund. I called Expedia and after 2 chat disconnects and a phone call, was told they would not honor the guarantee of cancellation and were sorry. This is not the guarantee I was offered and they made a false effort to MAYBE issue a partial refund given a few conditions I have no control over.
I have phone records, chat transcripts, etc. to verify my interactions.
DO NOT BOOK WITH THIS COMPANY SINCE THEY ARE FRAUDULENT AND LIE ABOUT THEIR GUARANTEES.
They promised a refund of 300.22 and they should deliver on it. I am also contacting my credit card, however, the fault lies with Expedia and they should be made accountable for the failure to deliver on the contract of services as promised.
November 27, 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 non-refundable flight reservation. We understand that the customer is seeking a refund of $300.22, from Expedia.
On September 27, 2019, Ms. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. Travel is with ***, traveling from Luqa, Malta, to Malaga, Spain departing on December 13, 2019.
On November 22, 2019, Ms. contacted Expedia to request assistance in canceling her flight and obtaining a full refund. It was explained to Ms. that Expedia doesn’t have access her flight reservation and she must contact *** for all service related requests. However, Ms. preferred a refund from Expedia rather than reaching out to the airline to discuss her options. Therefore, we offered to contact *** on her behalf but Ms. stated that she would rather dispute the transaction with her bank.
On November 23, 2019 Ms. called Expedia advising that we promised to honor a full refund on a non-assessable flight reservation. Regrettably, Expedia reiterated that her cancellation and refund request is not possible and she must contact *** for assistance.
Expedia’s Terms of Use and *** restrictions which were agreed to by Ms. at the time of booking, expressly state:
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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Before you go:
Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page. Please note that Expedia may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Expedia Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.
Airline rules + restrictions:
We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you.
*Tickets are nonrefundable, nontransferable and name changes are not allowed
On November 27, 2019, in order to substantiate Ms.’s claim of Expedia guaranteeing a refund all chat conversations were reviewed. We continually out-lined through-out each conversation that the airline must be contacted. Furthermore, Expedia is not the merchant of record, *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
In addition, on November 27, 2019, Expedia contacted *** to discuss a cancellation request under Ms.’s upcoming flight. The airline advised that Ms.’s flight is active and ready for use on December 13, 2019. Once again, Expedia cannot provide support on a non-assessable flight reservation.
We respectfully recommend that Ms. coordinate with airline by phone at the following number ***, *** is the merchant of record. While we regret Ms.’s experience was not as we would have hoped, due to the information provided above, Expedia is unable to honor her request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Sorriest travel company out there. So many scams and hiddened crap. We bought insurance for our trip when we booked. What the *** at expedia dont tell you is that for every hotel you add it creates a different number. So they use that to weasel out of refunding money. Venice Italy was our destination and since it flooded we couldnt go.
*** Expedia and every *** that works for them.
I will be actively telling everyone I know not to use Expedia. Social media here I come.
I had cancelled a transaction before the payment could go thru on Expedia. I received zero messaging or confirmation or receipt, so it was safe to assume no payment had been processed. Several months later I receive an email from *** stating my flight leaves in 24 hours. I, of course, wonder what flight are they talking about. Immediately I began to look into the matter and it turns out Expedia did take the $585.00cdn from me and never notified me. Now they refuse to pay me back. I've had call centre agents hang up on me when they had no further excuse as to why they're keeping my money. Absolutely, the worst company I have ever dealt with. By far!
Dear Ms ***,This email is in response to the complaint filed by Mr ***. Expedia is a company that prides itself on providing the highest standards of quality customer service and we are truly sorry that this matter has escalated as it has. It is always disappointing when our customers feel that they have no other recourse.I've investigated this case and my findings are as follows:• Customer stated that while creating the booking, he cancelled a transaction before the payment could go through. Furthermore, he stated that he has not received email or text confirmation • We checked our system and found the booking confirmation email was also sent to the email address, i.e.*** which was given by the customer at the time of booking• This reservation was not cancelled and customer didn’t utilize it. Therefore supplier marked him as a no-show and has denied for any exceptional refund• Customer contacted us via Social media channel with the same concern. It was investigated by our team and we shared the same information with him. We tried to check the call records; however, unable to validate and apologise for such an instanceBasis the above facts, we are unable to honour the customer’s request for full booking refund (GBP 447.56). We regret that the outcome cannot be more favourable to this query and would appreciate if you would please mediate this to the customer.If you have any further questions or concerns, please do not hesitate to contact us.Kind Regards,Sneha KPriority Customer Escalations AgentExpedia.co.ukPlease select ‘reply all’ while responding to this email. New queries would still continue to be sent to the original email address ***@expedia.com and do not cc any other email address.Tell us why here...
Complaint: ***
I am rejecting this response because I didn't receive confirmation of any sort of purchase with Expedia. As stated in your rules and guidelines, no receipt or confirmation means the transaction was null. Furthermore, I have raised these concerns numerous times and have been met with utter disregard. Expedia feels they can rob me and just pass me off. I did not purchase the flight tickets in question. I did not take the flight in question.
I booked a vacation with this agency over the phone. Their agent made booked the wrong flight itinerary and when I called to fix they basically put me in a waiting limbo despite the fact that the flight takes me from home to my destination and the return flight to another city.
Instead of fixing the problem and assuring that I have the right destination they want to go review recordings to see what the agent did. That is unreasonable given the fact that this is a vacation and on a very busy date. Time is of the essence and they must correct the problem. They are difficult to deal with and I rather have my money back at this time if they can not correct the problem. They still would not want to do resolution immediately and want 2-3 days. This is a problem since we have to make plans and other activities are dependent on that. Totally insensitive to the issues created and would not listen. In fact asked me to pay them 1000 to rebook and then, later on, they may return the money. This is not acceptable. They are very bad as a company and I will never use them again. They hold your money hostage and trap you in a nightmare
November 28, 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 flight reservation. We understand Mr. is requesting a refund for a new flight
reservation as the booking agent booked an incorrect itinerary.
Our records indicate that on November 10, 2019, Mr. ***, or an authorized user of her Expedia’s account, self-booked a package reservation using Expedia’s website, under itinerary
***. Traveling with *** from Houston, TX to Chicago, IL on December 31, 2019 returning on January 5, 2020, with check-in at the *** with added Travel Protection
Vacation Waiver.
Upon further review, we show that on November 22, 2019, Expedia verified that we covered the error regarding the incorrect destination by purchasing a new one-way flight totaled $1,782.93 from
Eagle, Colorado to Houston, Texas. We are requesting for Mr. to provide a copy of the new itinerary he purchased as the customer was made whole and this case was resolved.
We thank you for allowing us the opportunity to address the issue brought to our attention. Based on the information above, we are unable to honor the refund request without additional information. If
you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
They are incorrectly stating the facts in order to cover up their unprofessional and incompetent agents.
I never booked and incorrect trip. Their agent over the phone booked my trip and family's trip to the wrong destination. I made an original trip to Colorado online. then we decided to change the destination and that is when I called. The agent booked a flight leaving g houston, to vail then to Chicago. They finally accepted the error made by their agent, but it took at least three calls that lasted a total of 2.5 one to 3.5 hours another. They were full of excuses.
Yes at the end they corrected the error, but not without my constant pressure and non stop requests.
Expedia has very poor customer support and their monomopy in the travel world is truly a disservice to the travelers. they operate in a way that is totally frustrating and geared to benefit them and only them.
I do acknowledge that they corrected their own error, but it should have been a lot easier. Also as you can see they still try to blame me in this statement that demonstrates very poor PR practices and customer care. Same on them
Sincerely
I purchased a trip from Expedia. When I arrived at the airport I was informed by the representative that I arrived late as the flight was at 6:13am, there was a flight change. When I originally purchased the trip my flight was scheduled at 6:45am. I received no notification from Expedia and *** of the change. I spoke with *** and Expedia representatives were unwilling to assist. I purchased insurance through Expedia for no reason as Expedia is unable to provide me with a refund. Both *** and Expedia keep telling me that I need to reach out to each other for assistance but neither is willing to assist. If I do not receive a refund for my *** flights I will never purchase another trip through your company (Expedia). This level of service is unacceptable, this is the exact reason I bought travel insurance for.
November 20, 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 March 14, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including combined one way flights, traveling from El Paso, TX, USA to Cancun, Mexico, departing on November 20, 2019 with ***, and returning on November 26, 2019 with ***. The package also included six nights at an all inclusive resort, ground transportation and a vacation waiver.
Terms and conditions were provided with the items for review, and accepted at the time the purchase was completed. They included:
Flights: Basic Economy Fares: Both one way flights were nonrefundable with no changes allowed.
Vacation Waiver: Allowed for reimbursement of penalties for changes or cancelations made prior to the start of travel.
The *** flights were initially set to depart at 6:45 on the date of purchase. On August 4, 2019 the flights had a minor time change to depart at 6:25 AM. The new flight times were updated on the customers tickets, and their online itinerary in their Expedia account. An email was sent to the customer to advise of the time change.
A second time change was received from the airline on September 1, 2019. The departure time changed from 6:25 AM to 6:13 AM. The times were again updated and a second email was sent to the customer to advise.
The customer contacted Expedia regarding the missed flight after it already departed. The customer purchased a new one way flight for November 20, 2019. Compensation is not available for additional travel expenses.
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
Good morning, my name is ***. I booked my first trip to NYC and was beyond excited to be able to see the city. However a recent job opportunity became available which conflicts with the trip which is beyond my control. I contacted Expedia to be able to receive either a full refund or to receive a voucher for credits to be used for the next trip and have been met with the most frustrating situation. No one seems to be able to assist and I’m caught in an endless loop with all parties involved blaming the other. I do not find it right to be unable to receive a refund AND lose out on a trip of a life time. I would like to receive the refund for the trip or receive travel credits on the airline to be used for a future day. I would greatly appreciate it if someone can assist me with this beyond my control situation.
November 20, 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 . We understand is requesting a refund.
Our records indicate on October 20, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including roundtrip flights with *** for travel from San Antonio, TX to Newark, NJ, departing on December 16, 2019, returning on December 19, 2019 and three nights with the ***.
The terms and conditions were provided with the items for review, and accepted at the time of purchase. They advised that the flights and hotel were nonrefundable and no changes were allowed.
On November 20, 2019 the customer advised that they wanted to cancel the items and asked for a goodwill refund. Expedia is a third party intermediary that offers items from travel suppliers. The terms and conditions come from the travel suppliers and Expedia is unable to affect change to them.
We contacted the hotel to pass on the customers goodwill request. A waiver was not provided.
The customer stated they had documentation that might make a difference to the airline with their goodwill request. An email was sent to the customer telling them how they might submit any documentation they want to provide, directly to the airline with their request. The charges for the flights were made directly by the airline. Any consideration for refund or future credit may only be offered by the airline directly.
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
I reserved *** through Expedia with confirmation # ***. The reservation price was $238.25, excluding collision damage plan. When I picked up the car, an additional driver was added, with an additional charge of $20. So without any other charges, I expected my bill should be $238.25+20=258.25. But I was charged $264.07. I paid $5.82(=264.07-258.25) extra. I don’t know why. I called Expedia. They contacted *** but told me *** said this was the amount, without proving an explanation of where that extra $5.82 comes from. They asked me to contact *** on my own, but every time when I called ***’s billing department, the call was cut off. This was my first to rent a car through Expedia. I didn’t realize I have to deal with 2 layers of communication fix one billing error. I am very frustrated about this experience, given several calls to both parties’ customer service.
November 22, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 for $5.82.
Our records indicate on July 25, 2019, Ms. or an authorized user of the Expedia account, booked a two day *** Rental car, picking up on August 2, 2019 and returning on August 4, 2019; along with the Collision Damage Plan via itinerary ***. A confirmation email was sent on the same date, it was opened and reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 10, 2019, that the customer called in complaining about the extra cost for the taxes and fees. Our representative advised the fees/rates vary from time to time. Ms. advised she will dispute directly with the car rental. Our representative emailed Ms. a receipt showing the charges for the *** Car Rental reservation.
After further review on November 21, 2019, Expedia contacted *** Car Rental and they advised the two day car rental was $86.24 a day for a total of $172.48. Other charges include VLF tax for $1.98, additional driver of $20.00, Alaska state car rental tax for $19.45, airport concession tax for $21.60, CFC charges of $13.00, car rental tax and municipal tax at 8% for a total of $15.56. Taxes and rental amount equal $264.07. *** normally charge 33% on taxes and airline fees, the additional driver was charged 29.1% tax on $20.00, which makes up the $5.82 which is added into one of the above listed taxes.
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.
In addition , at the time of completing the booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Expeida tried to help me figure out during my calls, however, they failed to give me a final explanation about where each fee is from and asked me to directly contact ***. But I never succeeded in talking to representatives at ***, which made me very frustrated about the entire experience.
1. I am surprised to hear that a 29.1% tax is charged on additional driver, which is a much higher tax rate than any existing tax rate. I don't understand where this tax rate is from. I need a detailed instruction on this figure.
2. When I booked the car from Expedia, I expect a break-down tax and fees, so that I can compare each item and see which one is increased by how much. At the time of reservation, Expedia only showed a taxes & fees but no itermized numbers. I reques an itemed receipt for my origianl car-rental cost estimate from Expedia, so that I can compare each item one by one.
3. Though Expedia is a third-party platform, but customers rent car on your platform because we trust you and you will help us to coordinate with partners when we have issues. But I fail to see the support and clarification in the entire process. I had to first contact Expedia for 30min and then call *** for another 30min, every time. They two threw balls to each other, which made my experience very frustrating. Why would I rent car on Expedia in the first place? I didn't receive the convenience of service at all.
At the time of rental, Expedia didn't provide detailed information to help customers understand break-down cost and thus may mislead customers. As a loyal customer, I still insist my refund.
Complaint: ***
I am rejecting this response because:
Sincerely
I rented a car through Expedia, who proceeded to refer the rental through one of its venders, *** car in Naples, Italy; from November 1, 2019 to November 10.2019 ! Upon going through the rental process, I was told that if I turned the rental in prior to the rental dates, I would get a refund for the unused rental dates ! At first, when I called Expedia, I spoke to one of their representatives named Nasir, who said " I had nothing to worry about, and that I would be refunded for the three days,since I turned the car in on November 7,2019." Three days later I received an email from Expedia saying they were not going to give me a refund contrary to what they originally told me !! After several more emails they continued to respond by not honoring the agreement.
November 20, 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 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 for $97.02.
Our records indicate June 25, 2019, Mr. or an authorized user of the Expedia account, booked a nine day car rental reservation with *** Cars, picking up on November 1, 2019 and returning on November 10, 2019 along with the Collision Damage Plan via itinerary ***. A confirmation email was sent on the same date, it was opened and reviewed three times.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on November 12, 2019, the customer called in and asked to have a refund for the insurance since he returned the vehicle two days early. Our representative advised the protection is nonrefundable. Our representative tried to contact *** to confirm but was not able to reach anyone. The representative noted for the next representative to try and contact *** and see if they would authorize refunding the reservation. From November 11, 2019 through November 16, 2019, there were numerous emails from Mr. inquiring on a refund for the two days that returned the car early. Our representatives advised via email on numerous occasions that they were attempting to communicate with *** about a possible refund. One of our representatives advised on November 14, 2019, that *** would not allow the refund even though he returned the car in early. Mr. emailed his displeasure and stated it was Expedia’s responsibility to issue him a refund since he booked with us.
After further review on November 19, 2019, Expedia was able to review the reservation and the notes on the account. The reservation was recreated and Expedia was also able to verify that *** Car policy states “No refunds are made for early vehicle returns or contract cancellations”. The policy was listed under *** Rules & Restriction/Forms of payment section. This information was available to Mr. at the time that he created his reservation online.
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
In addition, at the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Based on the above Expedia is not able to honor Mr. request for a refund. 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 F
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: When I booked the car rental with Expedia, I explicitly asked the representative, if a refund would be given, if the vehicle was returned early, to which the representative acknowledged yes ! Upon returning to the USA, I called Expedia and spoke to a representative named Nasir, who said " You have nothing to worry about, you will get your refund". Two days later I received an email that they were contacting *** Car Rental, and were having no response from them. Expedia stated that *** Car Rental was one of their venders. I originally booked the rental through Expedia, it should be their responsibility.
Sincerely