I booked a trip to with Expedia, during this booking I was offered the chance to purchase insurance which would cover my cost in the event I had to cancel for any reason. I called to use my insurance and was told to first call the airline and go through their cancellation procedure then call expedia back to use the insurance, I did this and was charged a cancellation fee by the airline and was given a 60 day flight voucher for the remainder of the payment. I called Expedia back and gave them the cancellation information thinking I would be reimbursed, I was told I could only get a refund if I use the flight voucher first, which would not only defeat the purpose of me cancelling the trip but I would have to pay an additional $300 to have the full price of the airline ticket as the voucher is only a portion of the original ticket price. This is coming off as a scam to sell insurance that they have no intention of honoring.
Expedia.com Response
• Nov 23, 2019
November 23, 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 a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.
Our records show that on October 19, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Dallas, TX, to Las Vegas, NV departing on December 6, 2019 and returning on December 9, 2019. The package includes a hotel and package plan with stay at ***, ***r for a check in on December 6, 2019 and a check out on December 9, 2019.The total cost of the package is $827.11. We understand Mr. is requesting that Expedia compensate him by refunding the airfare based on a cancel for any reason assumption.
On November 18, 2019, Mr. contacted Expedia to cancel his hotel and obtain a full refund for his airfare credit by using his package plan. Regrettably, Expedia cannot override the package plans policies in processing a full refund. Therefore, we provided Mr. with the requirements he must follow in order to obtain a refund on future exchange fees only.
See the following terms of use disclosed to Mr. on October 19, 2019:
How do I get a refund for my flight?
First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.
We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.
Note: that the full price of the new ticket may be greater than the price of your original flight.
Additionally, 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. *** Airlines is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide an (airfare) refund unless approved by the airline and must adhere to the airline’s policy
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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 19, 2019, Mr. stated that he specifically saw that he could cancel his trip for any reason and obtain a full refund. On November 23, 2019, By using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr.’s booking session which confirmed our site advised the following; No fees for one-time flight change, cancel and use your airline (credit) later, receive 100% refund of hotels and activities. The detailed package plan, including redemption instructions, was provided to Mr. after booking through his itinerary.
Furthermore, Mr. may contact Expedia directly at the following number (877) 227-7481, after he’s completed an exchange to redeem his package plan. While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is not able to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Nov 25, 2019
Complaint: ***
I am rejecting this response because:I understand the company refunds the difference between your voucher from the airline and what you paid, the problem is I'm not using a voucher from the airline, I'm not taking a trip at all, so am I to expect of I have to cancel the trip and cant take another one then Expedia doesn't have to give the promised refund, that is at best a very underhanded and manipulative tactic if it illegal, I would still like my issue resolved by issuing my refund as it was promised.
Reserved hotel reservation for the *** for one night however the room wasn’t up to standards and not really cleaned . Due to me coming there for a wedding I was not able to fully view room until later that evening. The tub was dirty, Sheets on one of the beds had stains
Expedia.com Response
• Nov 19, 2019
November 19, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number (***) regarding a hotel reservation. We understand Mr. is requesting a refund of his hotel reservation in the amount of $85.00, as the room he received was poor quality.Our records indicate that on November 16, 2019, Mr., or an authorized user of her Expedia’s account, self-booked a hotel reservation using Expedia Mobile App, under itinerary ***, with stay at the *** by ***.
Upon further review, on November 18, 2019, we contacted the property to act on his behalf regarding the refund request, and the property denied the refund. Mr. agreed to the terms and conditions of the reservation which states: • 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.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by ***. 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.
We encourage our customers to contact our customer service team from the hotel, if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact. While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request. As customer satisfactory, we do show a $25.00 travel coupon was placed into your account for future bookings. The coupon is used towards an Expedia Rate Hotel or Vacation package reservation up to one year from the date of issue.We thank you for allowing us the opportunity to address the issue brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Booked a vacation package with Expedia. My flights (***) and hotel (***) were confirmed upon booking. After visiting the hotel's website, I found that the hotel property wasn't even going to be open yet during the dates of my scheduled stay 1/18/2020-1/25/2020. I called Expedia to report this information, spent several hours on the phone with them in which they continuously transferred me from one person to the next, all calling the property and confirming the same information - that the hotel would not yet be open during my scheduled stay. I asked to receive a refund but they said the plane tickets were non refundable. I informed them I had book the vacation as a package deal and part of that deal was no longer available. They said I could transfer to another property. I informed them that since this is a month and a half closer to the travel dates, the prices for hotels have gone up significantly and that I was not able to get a comparable rate at the same price. I have called countless times in the last several weeks but have never got a confirmation of a new booking, an option to receive a refund on the entire vacation package, or any true understanding on their part to resolve my issue. I am set to travel internationally with 2 small children and do not even know if I have a hotel, which one it is, and any of the details. There is a complete breakdown in communication between Expedia and the hotel property, each claiming the other is responsible for the rebooking and the issue of offering a comparable property and room at the same price. Loss of my personal and work time is already around 8 hours and I am only 2 months out from the expected travel dates.
I bought 2 tickets from Expedia for flights from LA to Barcelona and returning from Venice to LA. They were advertised as *** flights, but the Venice departure (connecting in Munich) was operated by ***. On our (intended) return from Venice on 8/10, the Venice-Munich flight was cancelled due to a mechanical problem. We were rerouted through Frankfurt but could not get back to LA until 8/11, so we spent a night in Frankfurt. *** representatives promised to reimburse us for our hotel and other expenses in Frankfurt. On 8/15 I submitted my hotel, taxi, and meal receipts to *** with a request for reimbursement and compensation. (Under *** rules, because we were delayed by more than 4 hours, we are due 600 euros per person as compensation for the delay.) I waited 5 weeks and was finally told by *** that *** was responsible and they had therefore forwarded my request to ***. *** would not provide a case number or any documentation of having forwarded my claim to ***, so on 10/1 I started over and submitted a new request for reimbursement/compensation to ***. I have sent inquiries to *** every 2 weeks since then (10/16, 10/30, and 11/11) and have heard nothing. Because I purchased the tickets from Expedia, I wrote to Expedia on 10/30 and asked for their help. We have exchanged several emails (I can provide copies of all correspondence) where Expedia has repeatedly refused to help and has added to the runaround I was already getting from *** and ***. Expedia's only suggestion was to call ***, and they gave me a phone number in Italy that turned out to be incorrect (it took 4 minutes for me to find that out, costing $1.99 per minute). Expedia has made clear that they will do nothing to help (and they've stopped responding), but I paid Expedia for services that were not delivered as promised, so irrespective of legal liability I feel that Expedia is obligated to help me.
Expedia.com Response
• Nov 27, 2019
Tell us why here...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 her flight reservation. We understand Ms. is requesting reimbursement in a total amount of $2,029.75 for a major delay of her returning flight, and related expenses.
Our records indicate that on April 1, 2019, the customer, or an authorized user of the Expedia account, self-booked a multi-destination flight for two passengers on Expedia's website, under itinerary ***: an outbound flight with *** from Los Angeles, CA, to Barcelona, Spain, with a connection in Frankfurt, Germany, departing on July 18, 2019, operated by ***; and a returning flight with *** from Venice, Italy, to Los Angeles, CA, with a connection in Munich, Germany, departing on August 10, 2019, operated by ***. The total cost of the booking was $8,348.26.
Upon review, on October 30, 2019, Ms. contacted Expedia and advised her returning flight with *** Airlines, operated by ***, was delayed for over four hours. The customer was advised by *** to book a hotel and wait for the next available flight. As advised, she later filed a claim with *** Airlines to be reimbursed for the delay-related expenses and to compensated in the amount of 600.00 Euros per passenger per EU Regulation 261/2004. However, after reviewing the claim for over three months, *** Airlines denied her compensation request, advising she should file a claim with ***. The customer filed a claim with *** as advised; however, the airline didn’t respond.
From time to time and for a variety of reasons, airlines issue schedule changes. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. At the time of booking Ms. 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.”
Based on the information provided above, Expedia is unable to honor Ms.’s refund request. However, the customer can file a claim with the European Commission or The UK's Civil Aviation Authority using *** and *** links respectively. We believe that the provided entities are the customer’s best option, although not a guarantee, to have her issue resolved.
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 28, 2019
Complaint: ***
I am rejecting this response because:
(1) I repeatedly asked Expedia for assistance in dealing with ***. Irrespective of the fine print absolving Expedia of responsibility to compensate me directly, I believe Expedia has an ethical obligation to at least advocate with *** on my behalf. I only requested that Expedia refund my money directly because Expedia inexplicably and repeatedly refused to even place a simple phone call or email to the airline to ask them to expedite my claim since I have now been waiting for almost 4 months to be compensated and reimbursed for the travel delay and associated expenses. Expedia's response to my Revdex.com complaint still does not explain why they will not lift a finger to help expedite my claim with their business partner, ***. I have already complained to the Italian National Enforcement Board; the other contacts that Expedia provided in their response to this complaint are incorrect and irrelevant (the UK has nothing to do with this situation as I am not a UK citizen, the airline is not located in the UK, and my travels did not take me to the UK). Unfortunately the National Enforcement Board does not really have any teeth, so it is possible that *** will never respond or compensate me, and I will have no recourse whatsoever.
(2) The fine print that Expedia's representative quoted in their response to my complaint does not absolve Expedia of responsibility for advising me to call the *** number that they erroneously provided to me. I am going to be billed $7.96 for the phone call that Expedia's representative advised me to make (there may be an additional charge for international dialing; my phone bill covering the date of my call is not yet available). I had already told Expedia in a previous email that *** did not appear to have a customer service phone number, and that the only phone number I was able to find was for ticket sales, when the Expedia representative sent me a number and advised me to call. The number Expedia provided turned out to be the same number I had seen online, which was for ticket sales only; therefore the person who answered the phone was unable to help me. Expedia's advice wasted my time and money -- it was a perfunctory gesture that was actually completely counterproductive and worse than if Expedia had refused to provide any advice at all.
I booked a return flight from expedia. Itinerary #*** the website till date states while return the baggage is free.
Baggage fees
Carry-on bag: No fee up to 7kg
1st checked bag: No fee up to 23kg
2nd checked bag: $100 up to 23kg
Estimated baggage fees charged by the airline. Please confirm with airline for fees, weight and size restrictions.
Visit *** to purchase baggage.
*** to Phoenix
Baggage fees
Carry-on bag: No fee up to 8kg
1st checked bag: No fee up to 23kg
2nd checked bag: No fee up to 23kg
but I received email from *** airlines and I also connected with expedia they say the information provided is not correct.
I booked the flight based on the information I saw. I am going to loose lot of money becuase of this mistake of theirs. I would have never booked a flight if this was the case
even the first bag checkin the *** arilines are going to charge me 25$ . why does their website state its free when its not.
Expedia.com Response
• Nov 21, 2019
November 21, 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 $500.00.
Our records indicate on October 19, 2019, Mr. or an authorized user of the Expedia account, booked a roundtrip flight departing on November 22, 2019 from Phoenix, AZ, USA to Mumbai, India and returning on December 1, 2019, from Mumbai, India to Phoenix, AZ, USA via itinerary ***. A confirmation email was sent on the same date, it was opened on October 20, 2019 and reviewed 34 times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm from October 21, 2019 through October 27, 2019, there were email communications between Mr. and Expedia. Mr. emailed Expedia advising that they clearly read that the baggage policy stated one checked bag on the departure flight and two bags per person on the return. Expedia replied with the following:
Carry-on bags:
*** accepts the following items, per customer to be carried on the aircraft at no charge:
– One carry-on bag no more than 45 linear inches or 114 linear centimeters (L+W+H) or 14 inches x 9 inches x 22 inches (22 x 35 x 56cm)
– One personal item (such as a shoulder or laptop bag)
Checked bags:
Checked bags service charges can be paid during check-in on ***.com or the *** app. You can also pay at the airport with a ticket agent, or during curbside check-in. The bag service charges below reflect bags that have a height, width and length less than or equal to 62 inches (157 centimeters).
These amounts represent an estimate of the first and second checked baggage service charges that may apply to your itinerary. If your itinerary contains multiple travelers, the service charges may vary by traveler, depending on status or memberships.
First and second baggage service charges per traveler:
Fri, Nov 22, 2019
Phoenix, AZ, US (PHX) to Mumbai, IN (BOM)
First Bag: $0 per person
Second Bag: $100 per person
Weight per bag: 50lbs (23kgs)
Sun, Dec 1, 2019
Mumbai, IN (BOM) to Phoenix, AZ, US (PHX)
First Bag: $0 per person
Second Bag: $100 per person
Weight per bag: 50lbs (23kgs
Mr. replied back advising that is not what he saw on Expedia. Expedia replied with the following: “Please be advised that since this is a round trip, normally, allowances and policies from the departure flight apply also to the return flight. You may follow the steps given by our previous agent to visit the airline website for your baggage information. For your reference, you may also review the frequently asked questions on ***’s baggage policy at "https://www.***.
After further review on November 21, 2019, of the reservation, the confirmation itinerary and *** Airlines Baggage charges, Expedia contacted *** Airlines. *** Airlines advised of their baggage charges. Expedia was able to verify the charges reflect the information that was listed on the Expedia reservation and confirmation email. Their charge are as follows:
Carry-on bag: No fee up to 7kg max 36Lin inches
1st checked bag: No fee up to 23kg 50pounds
2nd checked bag: $100 up to 23kg 50pounds
If any bags goes over 50 pounds from 51-70 pounds is $200 per bag per passenger
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing the booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier Rules
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.
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 Expedia is not able to honor the 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
Expedia.com Response
• Nov 22, 2019
November 22, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr.’s complaint regarding his refund request for baggage charges.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. On November 22, 2019, there are no other notes on the case other than the ones from the original Revdex.com complaint. As an advocate for Mr. Expedia was able to review our back-office system for the details of the creation of the reservation. Initially when the itinerary was being created for departure on November 23, 2019, the cost of the reservation showed at $1585.55 per ticket for a total of $3186.10. The airline baggage rule stated, bring a carry-on bag and bring a checked bag for free. During the creation of the reservation the flights and price changed but the baggage information remained the same. Based on the system error Mr. should have been able to take a carry-on for free and bring a checked bag for free. Mr. will need to contact our Customer Service Department at 877-227-7481 and email in the baggage receipt. He should reference case *** when he calls in. The baggage information appeared as follows when the reservation was being created:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
After further review on November 22, 2019, Expedia was able to verify the carry on should have been free and the first checked bag should have also been free. Expedia shall issue a refund for the baggage charges related to the first carry on and the first checked bag, upon receipt of a valid airline baggage receipt. Expedia has applied a $100.00 voucher to your Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until December 31, 2021. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.Please accept our apologies for any inconvenience this may have caused. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
On Sat, Jun 15, 2019 at 4:00 PM, I purchased a roundtrip ticket from Expedia Itinerary: *** for my mother, a US permanent resident traveling from Nairobi to Houston and ck. The airline was *** (). The flights were scheduled for July 3rd, 2019 returning November 14th, 2019. However, my elderly mother was turned away from boarding the flight at the airport. Expedia and *** have told me that the ticket was cancelled due to a "no show" which is untrue and have refused to refund the $940.43 paid for the airline ticket.
At first, in July and later August of 2019, I was bounced back and forth between customer service at Expedia and , and was finally advised to file a complaint with *** Customer relations. I patiently waited for a response which arrived today November 18th, 2019 in the form of an email from . It states.
"Thanks for getting in touch with us about the refund for Ms *** booking. I apologise for the delay in my response.
From looking at the details we hold, I can see Ms *** was denied boarding as she had overstayed outside of the UK. For any refunds of this as the reservation wasn't made via ***, we're not responsible for processing any refund. We didn't take the initial payment for this, so its' not possible for us to process your request. Please contact Expedia directly as they took the payment and are responsible for the refund. I'm sorry if you have been passed around, however, this isn't something we can help with"
I have made several attempts to bring this to the attention of reps at Expedia and I feel that I am not getting anywhere. I just want a refund especially now that I am unemployed, in college and struggling to get by on veterans benefits. Thank you
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 $940.43.
Our records indicate on June 15, 2019, Mr. or an authorized user of the Expedia account, booked a roundtrip flight departing on July 3, 2019 from Nairobi, Kenya to Houston, TX, USA and returning on November 14, 2019, from Houston, TX, USA to Nairobi, Kenya via itinerary ***. A confirmation email was sent on the same date, it was opened and reviewed three times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on July 3, 2019, the customer called in requesting a refund. Our representative advised that he needed to call ***. Mr. called back on behalf of his mother’s ticket. He had been referred to *** but *** referred him back to Expedia for processing. Our representative called *** and they advised the ticket is nonrefundable, non-changeable and a lost value. Customer can file a claim on airline website. Mr. was advised that he needed to file a claim on *** website. On July 17, 2019 and July 18, 2019 the customer called in to follow up on the refund request. Upon checking the ticket policy is nonrefundable. He advised he received an email from *** stating that Expedia was responsible for the refund. Our representative called the airline and they advised the email was advising the customer to call Expedia, Expedia is to follow the fare rule. The customer was marked as a no show which makes the ticket a lost value. On November 19, 2019, Expedia emailed Mr. advising that Expedia cannot process a refund for the ticket based on *** policies. Mr. replied asking how could it be marked as a no show when the passenger was turned away at the gate. He also included the email he received from ***.
After further review on November 20, 2019, Expedia contacted *** and they stated, even though our system shows the final segment is listed as refunded, it is not actually refunded because they marked the passenger as a no show. Their check in policy was applied. the ticket is non-refundable and changes not permitted since they marked the passenger as a no show.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition , at the time of completing the booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier Rules
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.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On 11/14/19, I spoke with an Expedia representative to purchase a vacation from Houston to NYC specifying that I needed a first class flight. She quoted me a trip including 2 first class seats and billed my card $1,090.01 for a hotel package. When the confirmation was emailed to me, I saw that my tickets were coach and not the first class seats I requested.
I called back and I was told that I needed to wait for them to listen to the call recording and if I was promised a first class flight that Expedia would pay the difference.
I was told to call back into Expedia as they listened to the recording. After several hours of holding and explaining myself to several people, I was finally told that if I wanted the first-class tickets, they would have to void my initial charge and recharge me $893. I did not have very much money in my account as I was still waiting for the initial funds to release, but I agreed to letting them charge me again anyway and not only did they charge me the $893, they also charged an additional $446 on my account which is NOT what I was quoted.
Now my account is overdrawn, and I'm currently on the phone again going through multiple agents trying to fix this issue.
As I've told many of the reps I've spoken to, including the corporate reps, this has been causing me undue stress and anxiety. This trip to NYC is important because my grandma is not well and I'm taking myself and my son to see her for the last time. I've had to cancel work meetings and appointments yesterday because I had to stay glued to the phone to fix this issue.
I'm tired and furthermore, the people that have been the rudest and most dismissive have been corporate. They gave me no words of empathy or apologies for all the hoops I'm still jumping through due to a mistake that has nothing to do with me.
The company doesn't have extensions to direct lines so no one can be followed up with. I tried calling their corporate, but they only send me back to customer service.
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 Ms. *** Revdex.com case number *** regarding a refund for $446.20.
Our records indicate on November 14, 2019, an Expedia representative booked a package reservation for two roundtrip flights departing on December 23, 2019 from Houston, TX to New York, NY and returning on December 28, 2019 along with a one night hotel reservation at the ***, Brooklyn via itinerary ***. A confirmation email was sent on the same date, it has been opened and reviewed 24 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on November 14, 2019, Ms. called in to complain about the person who booked the package reservation. The representative had advised her the flight reservation was in first class but after receiving the confirmation it shows a regular economy class. Our representative advised the reservation needs to be cancelled and rebooked. Ms. was not okay with the suggestion and asked for a supervisor. Our representative called and spoke with a supervisor. The supervisor advised the agent to educate Ms., if it is not agent error there would no longer be an option to void if not done within the void window. Advised that compensation could be offered if its confirmed an agent error, after the call recording investigation. Ms. understood and declined to void. On November 15, 2019, the call recording was submitted and it came back confirming the agent advised multiple times that they would be in first class. Our representative verified the flights were voidable and that the tickets were in basic economy. The new flights are now pricing at $1869.20 a difference of $976.00. Our representative advised that we can void the flights and Ms. would need to be charged $893.20. Expedia would cover the difference in the cost of the new fare. Ms. agreed and advised she will call back once the funds are back in her account. A hotel cancellation confirmation was sent on November 15, 2019, it has not been opened or reviewed.
After further review on November 20, 2019, Expedia was able to review the detailed notes and inquiries on the account. Expedia was also able to verify the airline tickets were voided on November 14, 2019. Each ticket was originally charged $446.60 but since the tickets were voided a total of $893.20 was released back to the card that was originally charged. On November 15, 2019 a refund of $196.81 for the hotel was processed back to the *** card ending ***. The refund should appear within three to seven business days.
Our records indicate on November 14, 2019, an Expedia representative booked a four night hotel reservation at the ***, Brooklyn, checking in on December 24, 2019 and checking out on December 28, 2019 via itinerary ***. A confirmation email was sent on the same date, it has been opened and reviewed 17 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on November 15, 2019, the customer request to cancel. There is no penalty the reservation is refundable. The cancellation was processed. A cancellation confirmation email was sent on November 15, 2019, it has not been opened or reviewed.
After further review on November 20, 2019, Expedia was able to review the documentation on the account. Expedia was also able to verify the hotel reservation was cancelled on November 15, 2019 and the refund was issued for $1547.05 on the same day. The refund will appear back on *** card ending *** within three to seven business days.
Our records indicate on November 15, 2019, an Expedia representative booked two roundtrip flights departing on December 23, 2019 from Houston, TX to New York, NY and returning on December 29, 2019 via itinerary ***. A confirmation email was sent on the same date, it has been opened and reviewed 16 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on November 15, 2019, Expedia advised Ms. that we can void the flights that were not booked in first class and cover the difference in cost for the new first class flights. Ms. was advised that she needs to be charged $893.20 and Expedia is paying the difference of $976.00. The new tickets in first class total $1869.20.
After further review on November 20, 2019, Expedia was able to verify that our corporate card was charged $1869.20 for the cost of the new tickets that were issued in first class, under itinerary ***. Ms. was charged $893.20 under itinerary *** to offset the cost.
Expedia has applied a $200.00 voucher to your Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until December 31, 2020. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
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: $200 credit is not enough compensation for the days and days of mess I had to endure with you all.
Exceptional and professional service, I had a very smooth flight and I had a problem at the hotel when I checked in and I called them, they resolved the issue on spot with the hotel and added 200 coupon for the inconvenience.
This has turned into a headache for the past 3 weeks , I paid for a flight on July 3rd for $656 itinerary #*** , then my bank opened a dispute due to the amount of the purchase, I explained I wanted that flight but since it was an investigation, I had to wait until it resolved, in the meantime Expedia asked me to rebill, so I didnt lose the flight, I did , on october 29th I paid another $659 , the bank closed the dispute and returned the initial $656 to expedia, now I paid $1315 for the flight, I have contacted expedia several times , they acknowledged the two charges, but are giving me a hard time providing the refund , I already sent them my bank statements with the charges, screenshots from my banking app, and a letter from my bank stating the money (the $656 ) was returned to them, expedia had English and Spanish customer support, since my bank is in Mexico they provide me with Spanish documentation, and Expedia is asking me for the letter from my bank in English or else they cant follow up , I dont understand , it had the transaction numbers stating the money was returned to them, they see both charged and they are not returning the money to me , im ok with a single charge , the one from october 29th $659, which is the charge for my flight package , I just dont want to pay double the ammount , thats not what I agreed to
Expedia.com Response
• Nov 19, 2019
November 19, 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 $656.49.
Our records indicate on July 3, 2019. Mr. or an authorized user of the Expedia account, booked a package reservation for himself with a roundtrip flight departing on January 13, 2019 from San Diego, CA, USA to Tokyo, Japan and returning on January 18, 2019; a four-night hotel stay at the *** via itinerary ***. A confirmation email was sent on the same date, it was opened and reviewed twice.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on July 21, 2019, the customer called in wanting to make sure there's no issue about the letter "*." with his name. Our representative advised there was not a problem. He also wanted to add a night to his hotel reservation or check and see if he could store his luggage at the hotel since the flight is departing at 6:00 pm. The hotel advised that they luggage could be stored until 4pm. On October 2, 2019, the customer contacted the Expedia CHAT and advised that *** canceled his flight. Upon checking the options, he left the CHAT. He contacted CHAT again later due to the airline schedule change. The representative advised of the changes and he accepted the changes. On October 9, 2019, the customer contacted CHAT again and advised that he received an email saying his credit card company has been trying to dispute a charge with Expedia, and that an Expedia Department is trying to get in touch with the customer. The representative referred him back to the email communication to contact the appropriate department. On October 31, 2019, the customer called to confirm the billing, no other notes regarding this communication on the account. On November 6, 2019, the customer contacted CHAT requesting to verify why he had been double charged. The representative documented as per previous documentation he disputed the charges on his credit card, and he was advised to contact the RMS Department. Our representative advised him to contact the RMS Department via the prior email he received. From November 12, 2019 through November 17, 2019, the customer contacted Expedia on numerous occasions for the double charge in an attempt to get a refund for $656.49. Our representatives reviewed the case notes and advised him accordingly. The representative who assisted him on November 16, 2019, issued a refund for $656.49 to the Mastercard ending 0995 on November 16, 2019. The customer contacted Expedia on November 17, 2019, and our representative emailed him a letter in Spanish advising the refund for $656.49 was issued on November 16, 2019.
After further review on November 19, 2019, Expedia was able to review the reservation and a full refund for $656.49 was issued on November 16, 2019. The refund will appear back on the card in three to seven business days from the date it was processed. A refund receipt has also been sent to the email address on file.
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 19, 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 have received emails confirming the refund on the double charge now , everything is OK , thank you for following up
On October 23 - October 24, 2019 I did a booking through my APP EXPEDIA for the hotel named *** The service we had at the hotel was horrible. It involved racism, bad customer service and just horrible room. After the stay, I did a review on the website and then reached out to Expedia. They explained they would reach out via email once final notice. They never kept me informed of what was going on. It was 2 weeks later, I decided to call back and the representative explained he would reopen the case, I was confused on why it was never still remained opened. A day later, I finally got an email about the situation and they stated the manager was not cooperating. I called today, November 15, 2019 Expedia after the email I got on November 13, 2019. When I spoke to them, they explained they would give me a coupon for $33 dollars and then $45 dollars and then after $50 dollars. I was and still am very upset. As a third party company should of did better when issues like this occur.
Expedia.com Response
• Nov 19, 2019
November 19, 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 nonrefundable hotel reservation. We understand that the Ms. is seeking a full refund, based on service and quality.
On October 23, 2019, Ms. or an authorized account user self-booked on Expedia’s website, under itinerary ***. The hotel accommodation was with ***, New Jersey for a check in on October 23, 2019 and check out on October 24, 2019, for a total of $171.84.
On November 4, 2019, Ms. contacted Expedia to request a full refund based on service at the front desk and quality within her assigned room. We attempted on multiple occasions to contact the *** for comments and to advocate for a refund as requested. Regrettably, we were unable to obtain authorization to submit a refund. As it was noted, the reservation was purchased under a non-Refundable hotel policy. Therefore, Expedia was unable to honor the request for a refund.
*** Cancellation and change policy:
Non-Refundable:
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.
Expedia typically experiences a form of verbal communication such as an inbound call into our customer service center to voice concerns during a customer’s stay giving Expedia the opportunity to assist the customer immediately. As per our research, Ms. did not contact Expedia during her stay for assistance. We have a department dedicated to relocating customers experiencing similar concerns as Ms. described after trip completion. If Expedia isn’t given the chance to assist a customer during their stay this limit’s our ability to rectify a concern as it occurs.
On November 18, 2019, Ms. contacted Expedia to again request a full refund. In consulting with Expedia, Ms. received a full refund in the amount of $171.84. The time it takes to receive these funds depends on how quickly Ms.’s bank 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 19, 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 did all the work.
This agency is unbelievably incompetent and unprofessional. They have tied up over $1000 of my available credit on my credit card ($700 was a pending charge that they have not settled from 10 days ago and $300 for a charge today that I did not authorize). The only reason I can see this information is because of my credit card’s app, which allows real time activity and access to funds. I spoke to 2 customer service reps (that I had a tough time communicating with because they were not American), 2 managers, and 2 corporate representatives. However the issue was not resolved neither were they sensitive to the fact that these issues prohibited me from using my card to purchase plane tickets to see my grandmother in ICU. I say stay away from this service and potentially any third party like them.
I took out travel protection when I booked a flight for my daughter to come home from college for Thanksgiving. I never took out protection before. But I felt I should take it out for my freshman just starting college. When you click on this button, it never goes into detail what is covered. It just says you would loose the total cost of your flight without the protection. Well I never thought I would want to put in a claim. My daughter found out a week ago, that she needs to be out of the dorm by a certain time and return to the dorm on a certain day. They were not allowed in the dorm otherwise. The tickets I bought would not work anymore. It has her leaving very late in the day and coming back a day early. She has know where to go. She can't be in the dorm. So I had to change the tickets. So I filed a claim. Now they are telling me this insurance is only for medical. This is so sneaky. None of this is state when you are purchasing the airline tickets.
Expedia.com Response
• Nov 18, 2019
November 18, 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 Mrs. *** Revdex.com case number *** regarding a refund for $236.59.
Our records indicate on May 9, 2019, Mr. *** or an authorized user of the Expedia account, booked a roundtrip flight on *** departing on November 23, 2019 from Buffalo, NY to Newark, NJ and returning on November 30, 2019 from Newark, NJ to Buffalo, NY along with the Cancellation Plan via itinerary ***. A confirmation email was sent on May 9, 2019 it was opened and reviewed six times.
Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on September 13, 2019, the customer called in and inquired on changing the reservation. Our representative advised the rate was a basic economy and changes were not permitted. On November 15, 2019, the customer called in on a couple occasions inquiring on changing the date of the flight. Our representatives checked the policy and advised of the policy. The customer asked how the protection worked. Our representative advised the fare was a basic economy and advised of the details to contact the protection provider. No changes were made to the reservation.
After further review on November 18, 2019, Expedia was able to review the details of the notes on the account and confirmation itinerary that was emailed to the email address on file. The confirmation itinerary advised the fare was a basic economy fare and that cancellations and changes are non-refundable 24 hours from booking. The information on the protection appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
The details of the Cancellation Protection were available at the time the reservation was created and were accessible by clicking on the hyperlink on the web page. In order to use the protection, the provider of the protection is ***, they can be reached at ***.
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor your 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 FCorporate Correspondence Team
Customer Response
• Nov 18, 2019
Complaint: ***
I am rejecting this response because: First of all the way they even responded it sounds like it is coming from a legal team. I am not a lawyer. I am just a consumer. Yes, I did purchase the basic economy from ***. I am well aware that it is a non refundable fare. As for the travel protection, yes I did click on the link a few times way after the purchase of the tickets. Did I know what I was reading, not really. Not does that matter. What matters is that it was deceptive way at the beginning when I was originally purchasing the airline tickets. This information should have been stated when I clicked submit. I paid the extra $19, so I would have the "protection". This whole thing was devious and it should not matter that I clicked on it months after I purchased the protection. It should have been detailed before I hit submit. Travel protection is protection for many different reasons. And my issue with my daughter, is a problem. And no offense, I can't believe a huge company like this is fighting a consumer like me over $236. This is not thousands of dollars. I still expect to be refunded my money.
I checked into an incorrect Hotel and verified with Expedia to confirm.
Expedia confirmed the proper place and I asked if I could just stay at the *** because I checked in. I stated that if I could not I would leave and go to the reserved resort. "***" San Diego.
The Expedia Representative told me that this would not be a problem. I expected a call back to find out. I received an email the following day stating they were still working on this. At this time I was concerned as I would not be paying for two resorts. I asked about this and was told it wasn't an issue.
It was not until forty eight hours later that they said that hey could not cancel so I stated I would go to the ***.
Expedia stated I could not because it was cancelled. This was not supposed to happen. I was to find out if I could cancel but what happened was Expedia caused me three days at another hotel then told me that my reservation was cancelled per my request which was not true. his caused me to have to stay at ***.
Expedia refuses to acknowledge this. I have asked for the Voice recordings that will prove the representatives mistakes and the will not produce them.
They even accused me of actually staying at the resort that was cancelled.
Expedia.com Response
• Nov 15, 2019
November 15, 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 a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records show on September 3, 2019, Mr. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was with ***, San Diego, CA for a check in on September 15, 2019 and a check out on September 21, 2019 for a total of $1218.20. We understand Mr. is seeking a refund based on purchasing two hotel reservations made in error.
On September 16, 2019, Mr. contacted Expedia and stated that he specifically booked for the ***l not the ***. In addition, he mentioned he did not see the (***) reservation under his account and he did not receive a confirmation. On September 17, 2019; we advocated on the customer’s behalf by contacting (***) to request a refund. Regrettably, the hotel declined our request by stating that Mr. did not check-in.
On September 17, 2019, by using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr. booking session which confirmed the selection of the *** hotel not a *** property. The exact hotel accommodation details were provided to Mr. after booking through his emailed itinerary, which was viewed on September 16, 2019.
Additionally, Expedia’s Terms of Use and the hotel’s restrictive policy which was agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Cancellation and change policy:
Cancellations or changes made after 4:00 PM local hotel time, Saturday, September 14, 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.
On September 18, 2019, Mr. called back to discuss the (***) hotels refund decision. He advised that Expedia offered to cancel his reservation without penalty. In order to validate Mr. claim, Expedia verified the call in question. According to our records the customer was advised that Expedia will contact (***) to request a full refund. As previously stated, the hotel declined that request.
Upon receipt of Mr. (“Revdex.com”) complaint, on November 15, 2019, Expedia reached back out to (***) for refund reconsideration. Considering, 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 unless approved by the hotel and must adhere to the hotel’s policy.
On November 15, 2019, Expedia obtained an approval to process a refund of $1031.29 minus the hotel penalty fee of one night plus taxes and fees. The time it takes for the refund to post to Mr. account depends on how quickly his 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.
I purchased a hotel room for an upcoming trip on Expedia in Fort Lauderdale Nov 16th-19th at ***. The purchase price was $524.09 I have been contacting them for a week because of their price drop and they refuse to refund my money under their price match guarantee even though I have provided all requested information. The new price on their site is $421.53 which is a difference of $102.56
Expedia.com Response
• Nov 18, 2019
November 18, 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 ***) regarding the Hotel Price Guarantee rewards program for a hotel.
We understand from Mrs.’s complaint she witnessed a lower rate being offered on a different website for the hotel reservation she purchased on Expedia. Mrs. requested a refund for the difference in price under the Expedia Hotel Price Guarantee Program and was denied. Mrs. is requesting that Expedia honor the lower rate and credit her account.
Our records show on November 5, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay is with ***, Fort Lauderdale, Florida for a check in on November 16, 2019 and a check out on November 19, 2019 for a total of $524.09.
On November 9, 2019 Mrs. went through her Expedia rewards account, and submitted a Hotel Price Guarantee claim, she attached an invalid screen shot to that form. As per the requirements of a Hotel Price Guarantee, the single screenshot submitted needs to include a cancellation policy and all other applicable requirements to be considered. Therefore, on November 11, 2019, Mrs.’s claim was not accepted, due to that invalid attachment.
On November 12, 2019, Mrs. submitted a second claim which was also denied for an invalid attachment. When comparing prices, Expedia looks at, “Apples-to-Apples”, comparison on one screen shot as dictated by the terms and conditions of the HPG form, in order to accept a claim. In reviewing the second claim that Mrs. submitted, the Hotel name was not displayed properly.
Upon review of the (“Revdex.com”) complaint Mrs. submitted a total of five Hotel Price Guarantee claims, each attachment was considered invalid. As per the requirements of a Hotel Price Guarantee, the screenshots did not include one of the following, a cancellation policy, hotel name, room type and payment type.
Furthermore, by selecting to complete this Hotel Price Guarantee form you acknowledge that you’ve read and accepted the below Expedia’s Terms of Use.
Must be "Apples to Apples" Comparison:
The Hotel Price Guarantee is available only for exact itinerary matches, including property, room type, rate plan, applicable refund policy, and the exact same dates of travel as booked through Expedia. The comparison must be to the same product purchased standalone through another website (i.e., not part of a hotel + air travel package).
Expedia reserves the right in its sole discretion to modify or discontinue the Hotel Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to you. The terms that are in effect at the time of your claim will determine your eligibility under the Hotel Price Guarantee. The failure by Expedia to enforce any provision of these terms and conditions shall not constitute a waiver of that provision.
As a courtesy, we ask that Mrs. kindly keep record of the Expedia case number (***) and contact us, 7-10 days after trip completion to collect a refund of $102.56 and one $50 hotel voucher. The Expedia service and support team is available 24/7 and our contact number is 1-800-397-1207.
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.
I was charged $88.00 for car rental insurance that the company *** in Carolina, PR. doesn't except from expedia.com. Expedia doesn't want to refund me my money they said due to some policies that I was never told about when I purchased insurance online. I spoke with the corporate office on 11-5-19. spoke with person name Danica and Manager Keith.
Expedia.com Response
• Nov 19, 2019
November 19, 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. We understand that the customer is seeking a refund of $88.00, for the, “Collision Damage Plan”, based on a third-party plan denial.
Our records show that on October 22, 2019, Mr., or an authorized Expedia account user, self-booked a car rental reservation using Expedia website, under itinerary ***. The reservation was with *** in Carolina, Puerto Rico scheduled for October 23, 2019, to October 30, 2019. The car reservation included a Collision Damage Plan, administered by Travel guard.
On November 6, 2019, Mr. contacted Expedia to discuss the, “Collision Damage Policy”, as *** declined the use of that plan. We contacted the rental agency to confirm that the Collision Damage plan wasn’t accepted. However, *** was unable to confirm that. Furthermore, Mr. advised that he opted to use his personal plan which prevented him from adding to his expenses. Thus, Expedia did not process a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia’s Terms of Use, which was 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 19, 2019, we advocated on Mr.’s behalf by reaching back out to *** for insurance verification. The car rental agency verified that Mr.’s third-party plan was declined and Mr. did use his personal plan.
As a courtesy, Expedia processed a refund of $88.00, back to the customer’s original form of payment. The time it takes for the refund to post depends on how quickly his bank 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.
The following itinerary was booked on Sept 13, through Expedia.com under Travel Locator No. *** for $427.70 USD (1W Flight SFO to MNL). I used my Debit Card to pay for the charge. I canceled the itinerary within 24 hours of booking.
Expedia Debited on Sept 16. For $427.70 instead of making a CREDIT Transaction.
Sept 16. ***
Over the course of 8 weeks, I have been calling customer service and told that the itinerary was already canceled and promised that I will receive my refund within 5 – 7 business days. I called my bank and they indicated that Expedia never transferred the funds back to my Debit Card. I need help to refund the $427.70 USD back from Expedia.
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 her flight reservation.
Our records indicate that on September 13, 2019, Ms., or an authorized user of the Expedia account, self-booked a stand-alone, one-way flight reservation for one traveler, under itinerary ***. Travel was aboard ***, departing on September 15, 2019, from San Francisco, CA, USA, to Manila, Philippines. We understand Ms. is requesting a full refund.
On September 14, 2019, ***, or an authorized user of the Expedia account, cancelled the flight reservation above, using the self-service cancellation feature on Expedia’s website. Expedia can verify the flights were voided and the charge was reversed from ***.
On November 20, 2019 and November 21, 2019, I reached out to Ms. and left a message for her to contact us back. On November 21, 2019, I sent an email requesting that Ms. provides a copy of her bank statement for further research. As of November 27, 2019, we have not received a response from Ms. by phone or email.
We respectfully request that Ms. provide us with a complete copy of her bank statement from September 13, 2019, until now, showing the charges from ***. The requested information will allow us to appropriately research her concerns.
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.
Booked reservation in wrong state on accident. Immediately reported it. Was informed for several days that they could not reach appropriate persons for approval at hotel due to time zone difference. Later told that I was denied because of *** cancelation policy. I spoke to *** who stated I was only charged for the first night due to no show because they were not notified of cancel and approval is up to Expedia. Expedia no longer responds to my emails to further dispute their decision based on wrong information. They has since sent me “rate your stay” emails and not responded to my responses to them however posted that I gave the hotel 1 rating based on a survey that was not completed to the end
Expedia.com Response
• Nov 25, 2019
November 25, 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. We understand Ms. booked an incorrect product by error and is requesting a full or partial refund of the unused reservation.
Our records indicate that on November 6, 2019 (Pacific Standard Time), the customer or an authorized user of the Expedia account, self-booked a hotel reservation with *** in Columbia, SC, on Expedia’s website, under itinerary ***. Check in was on November 6 and check out on November, 12, 2019. The total cost of the booking was $617.64. The hotel’s policy read as follows:
Cancellations or changes made after 2:00 PM local hotel time, Wednesday, October 30, 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 November 7, 2019 , Ms. contacted Expedia and advised she booked a wrong product by error and requested a refund. As the customer called after check in time, Expedia followed the hotel’s cancellation policy and advised a full penalty of 100% of the booking value will apply.
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. At the time of booking Ms. 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.”
Nonetheless, Expedia contacted the hotel for a waiver of their nonrefundable policy multiple times and each time was advised to call back as the manager of the hotel, ***, wasn’t available. On November 21, 2019, Expedia was able to reach ***, who advised they will charge the customer for one night plus taxes and fees due to a no show, however, approved a waiver for a refund of the remaining five nights.
On November 21, 2019, Expedia processed a refund of $569.70 back to the customer’s original form of payment. The customer was 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 25, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
***
Expedia is misstating the facts as I called within 15 mins of the booking error to report it, not the following day as stated
Becauae they neglected to take action after the first phone call, BW considered me a no show and charged me for the one night. I have accepted this result although Expedia’s negligence is why I am subject to accept BW cancelation policy.
This exchange with Expedia has been exhaustive and I would like for it to be over. I just wanted to correct their misstatement of when the initial call was placed to them.
I made a reservation at the *** in Frankfurt, Germany through Expedia.com in June of this year. On several pages during this process it said “free cancellation” highlighted in green, there was no asterisk or other indication of the hotel’s cancellation policy. This did not appear until the transaction was complete. Furthermore, I chose the option of paying at the hotel and in less than 24 hours my credit card was charged the entire amount of the four day reservation. I do not know if this was done by Expedia or the hotel, nevertheless, the transaction was through Expedia.com. I subsequently cancelled the reservation and was expecting a refund as it was done the day before -June 26th- I would incur a charge for the entire amount of the stay. It appears that the hotel did not process this until June 27th and did not refund my money. In multiple emails and phone calls with Expedia to resolve this, they never responded to my complaint that my credit card was charged almost immediately when it should not have. I strongly believe that if they did honor a request they offered, to pay at the hotel, I should not be subject to any of their other terms - such as this onerous and unfair cancellation policy. My bank, *** in Chicago Illinois is also complicit in this transaction as they upheld the charge after the vehement complaint that I filed with them. Expedia should have been more transparent about the hotel’s cancellation policy, and more importantly, they should not have charged my credit card when they did, and that this action should abrogate any other dubious penalties - “hidden” or otherwise.
Expedia.com Response
• Nov 14, 2019
November 14, 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 hotel. We understand *** is requesting a refund.
Our records indicate on June 26, 2019, ***, or a person authorized for the Expedia account, self-booked four nights with the ***, checking in on September 6, 2019, via itinerary ***.
The rate and reservation type selected was Skyline Deluxe Room King - Early Booking offer. The billing arrangement required the customer to pay $2461.78 to Expedia at the time of booking, and $18.19 in hotel collected fees on arrival to the hotel.
The terms and conditions of the reservation stated that if it would be canceled prior to the check time, the penalty would be 90%. After check in time, the penalty would be 100% for cancelation or no show.
On July 25, 2019 the customer contacted Expedia advising that they wanted to cancel the reservation; and, they asked if the penalty might be waived. Expedia is a third party intermediary for travel suppliers such as hotels. The terms and conditions for items purchased come from the travel suppliers. Expedia cannot override the travel suppliers terms and conditions. We contacted the hotel on behalf of the customer. A penalty waiver was not available.
On July 26, 2019 we emailed the customer to advise that a penalty waiver was not available. The customer canceled the reservation and received a refund of $246.18.
The terms and conditions of the reservation were provided and accepted at the time of booking. They were reviewable in the email purchase confirmation, which was sent and reviewed after the purchase was completed, as well as being on the customer’s online itinerary in their Expedia account. Compensation is not available for cancelation fees incurred.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Nov 15, 2019
Complaint: ***
I am rejecting this response because:They are not being truthful. I never chose to pay the full amount for this booking. I travel for a living and would never make this type of reservation.
I booked flight that advertised as $529 per person from Chicago to Portland, but then they charged me for $1200 per person.
Expedia.com Response
• Nov 14, 2019
November 14, 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 $1058.00 plus taxes.
Our records indicate on November 11, 2019, Ms. or an authorized user of the Expedia account purchased two one way flights departing on November 11, 2019 from Chicago, IL to Portland, OR via ***. The confirmation email was sent on November 11, 2019 and was first reviewed on November 12, 2019.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can on November 11, 2019, Ms. called and advised that when she booked the reservation the price was $500 per person but she was charge $1,299. On November 12, 2019, Ms. followed up the call regarding Expedia requesting a screenshot of the rate during the time the booking was created. Ms. advised that she was not able to get a screenshot and called when she got the receipt. Our representative consulted with a Supervisor and our back office system was checked for validation. Expedia emailed Ms. asking for a screenshot of the website showing she was booking flights for $500.00 per passenger. She responded advising she does not have a screenshot. Ms. was advised that there was no site error. Our representative advised that there is no refund for the price difference. Ms. insist it is our fault and demands a refund of the price difference. The call was escalated to a Supervisor. The Supervisor noted as per checking the case it was previously escalated and Ms. was advised that no refund would be given. The confirmation email was reviewed and it shows that the ticket was $1,299.00 per person. The flight has already been taken. The Supervisor double checked our back office system and it shows $1,299.00. Ms. checked the confirmation on November 12, 2019 and the price shows as $1,299.00, there was no site as she agreed to pay $2,598.00.
After further review on November 14, 2019, Expedia was again able to confirm our back office system shows the cost of the two one-way flights were $2598.00. The reservation creation appeared as follows: 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 FCorporate Correspondence Team
Customer Response
• Nov 14, 2019
Complaint: ***
I am rejecting this response because: they keep denying that the price was advertise as a $529. There were two options, first one around $400 and the second one was the $529 and I chose the $529 because it was faster. I am hundred percent sure about what I saw and what I agreed for. There was not any sign or place that show the price of $1299.
On Sunday, November 10, 2019, I contacted Expedia via the chat feature to make a change to a vehicle rental I had reserved. The agent was able to change the rental time frame from 6 days to 7 days. I asked the agent what the new price would be, since I was adding a day. He said it would be $253.13. I have proof of that in the form of a screen shot I took of the chat message. On Monday, the rental company told me the price would be $353.14. I contacted Expedia and was told that a supervisor would have to handle the matter. After waiting 45 minutes on hold a supervisor told me that after I paid for the rental and returned the car I would need to submit the receipt and they would send the information to the corporate office for review to see if a refund would be issued. Later on Monday evening, I received an email from Expedia that basically said they had determined no error had occurred and they would not be issuing a refund and that the price would be $353.14. I sent them the screen shots and they refused to acknowledge that I had been quoted $253.13 by an Expedia agent and replied again that the $353.14 price is what it is.
Expedia.com Response
• Nov 14, 2019
November 14, 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 $100.01 for the quoted rate change cost.
Our records indicate on November 10, 2019, Ms. or an authorized user of the Expedia account booked a rental car reservation for six days with ***, picking up on November 26, 2019 and returning on December 2, 2019 via ***. Ms. called in requesting to change the reservation. Our representative called the car rental company and they change the dates to November 25, 2019 through December 2, 2019 within their system and quoted $253.13.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can on November 11, 2019, Ms. called stating that a previous agent promised the price of $253.13. Ms. advised the vendor advised her that the rate was $353.13 for the changes but the changes were done directly by ***. The call was escalated and the representative advised Ms. that we need to check with the Corporate Department. Ms. was okay to wait until she has a receipt so that we could evaluate the case.
After further review on November 14, 2019, Expedia called *** and *** advised they were not able to verify any amount for the change they made. They change the original reservation from November 26, 2019 to December 2, 2019 to November 25, 2019 through December 2, 2019. Expedia was able to verify the screenshot that Ms. sent in, showing the agent advised her the rate was $235.13. Since Ms. chose a “Pay Later” reservation she must rent her vehicle and return it before we are able to verify if there needs to be a refund issued. In review of the notes on the account and the screenshot Ms. sent in, they confirm the lower rate was advised by our representative. Ms. needs to email in a copy of her receipt showing the amount she paid for the rental. If the receipt shows the rental cost (excluding any additional cost) is $353.13, Ms. will receive a refund for $100.01. Ms. can contact our Customer Service Department at 877-227-7481, reference case *-***. Ms. needs to advise the representative that she is calling for a refund and they should ask for an email of the rental receipt.
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 18, 2019
Complaint: ***
I am rejecting this response because:
I do not believe that Expedia will issue me a refund. And that belief is based on this email I received from them on November 12:
Dear ***, Thank you for contacting Expedia for following up your refund request on your car reservation. Let us provide you information. We know how important this for you and we apologize for the inconvenienced this caused you. We have confirmed that our team already handled your request however, due to the results of their investigation, we regret to inform you that we are unable to proceed with your refund request. Expedia provide the latest up to date availabilities that is why we want to inform you that the information and the details especially the prices and rates are a subject to change from time to time. Your patience and understanding is highly appreciated. Thank you for choosing Expedia as your travel partner. Marwin Expedia Customer Service Team
As you can see, they clearly state they are denying my refund and I haven't even submitted it yet. That is why I want the price adjusted before hand now.
Sincerely
I booked a trip to with Expedia, during this booking I was offered the chance to purchase insurance which would cover my cost in the event I had to cancel for any reason. I called to use my insurance and was told to first call the airline and go through their cancellation procedure then call expedia back to use the insurance, I did this and was charged a cancellation fee by the airline and was given a 60 day flight voucher for the remainder of the payment. I called Expedia back and gave them the cancellation information thinking I would be reimbursed, I was told I could only get a refund if I use the flight voucher first, which would not only defeat the purpose of me cancelling the trip but I would have to pay an additional $300 to have the full price of the airline ticket as the voucher is only a portion of the original ticket price. This is coming off as a scam to sell insurance that they have no intention of honoring.
November 23, 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 a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package.
Our records show that on October 19, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from Dallas, TX, to Las Vegas, NV departing on December 6, 2019 and returning on December 9, 2019. The package includes a hotel and package plan with stay at ***, ***r for a check in on December 6, 2019 and a check out on December 9, 2019.The total cost of the package is $827.11. We understand Mr. is requesting that Expedia compensate him by refunding the airfare based on a cancel for any reason assumption.
On November 18, 2019, Mr. contacted Expedia to cancel his hotel and obtain a full refund for his airfare credit by using his package plan. Regrettably, Expedia cannot override the package plans policies in processing a full refund. Therefore, we provided Mr. with the requirements he must follow in order to obtain a refund on future exchange fees only.
See the following terms of use disclosed to Mr. on October 19, 2019:
How do I get a refund for my flight?
First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.
We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.
Note: that the full price of the new ticket may be greater than the price of your original flight.
Additionally, 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. *** Airlines is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide an (airfare) refund unless approved by the airline and must adhere to the airline’s policy
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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 19, 2019, Mr. stated that he specifically saw that he could cancel his trip for any reason and obtain a full refund. On November 23, 2019, By using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr.’s booking session which confirmed our site advised the following; No fees for one-time flight change, cancel and use your airline (credit) later, receive 100% refund of hotels and activities. The detailed package plan, including redemption instructions, was provided to Mr. after booking through his itinerary.
Furthermore, Mr. may contact Expedia directly at the following number (877) 227-7481, after he’s completed an exchange to redeem his package plan. While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is not able to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I understand the company refunds the difference between your voucher from the airline and what you paid, the problem is I'm not using a voucher from the airline, I'm not taking a trip at all, so am I to expect of I have to cancel the trip and cant take another one then Expedia doesn't have to give the promised refund, that is at best a very underhanded and manipulative tactic if it illegal, I would still like my issue resolved by issuing my refund as it was promised.
Sincerely
Reserved hotel reservation for the *** for one night however the room wasn’t up to standards and not really cleaned . Due to me coming there for a wedding I was not able to fully view room until later that evening. The tub was dirty, Sheets on one of the beds had stains
November 19, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number (***) regarding a hotel reservation. We understand Mr. is requesting a refund of his hotel reservation in the amount of $85.00, as the room he received was poor quality.Our records indicate that on November 16, 2019, Mr., or an authorized user of her Expedia’s account, self-booked a hotel reservation using Expedia Mobile App, under itinerary ***, with stay at the *** by ***.
Upon further review, on November 18, 2019, we contacted the property to act on his behalf regarding the refund request, and the property denied the refund. Mr. agreed to the terms and conditions of the reservation which states: • 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.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by ***. 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.
We encourage our customers to contact our customer service team from the hotel, if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact. While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request. As customer satisfactory, we do show a $25.00 travel coupon was placed into your account for future bookings. The coupon is used towards an Expedia Rate Hotel or Vacation package reservation up to one year from the date of issue.We thank you for allowing us the opportunity to address the issue brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Booked a vacation package with Expedia. My flights (***) and hotel (***) were confirmed upon booking. After visiting the hotel's website, I found that the hotel property wasn't even going to be open yet during the dates of my scheduled stay 1/18/2020-1/25/2020. I called Expedia to report this information, spent several hours on the phone with them in which they continuously transferred me from one person to the next, all calling the property and confirming the same information - that the hotel would not yet be open during my scheduled stay. I asked to receive a refund but they said the plane tickets were non refundable. I informed them I had book the vacation as a package deal and part of that deal was no longer available. They said I could transfer to another property. I informed them that since this is a month and a half closer to the travel dates, the prices for hotels have gone up significantly and that I was not able to get a comparable rate at the same price. I have called countless times in the last several weeks but have never got a confirmation of a new booking, an option to receive a refund on the entire vacation package, or any true understanding on their part to resolve my issue. I am set to travel internationally with 2 small children and do not even know if I have a hotel, which one it is, and any of the details. There is a complete breakdown in communication between Expedia and the hotel property, each claiming the other is responsible for the rebooking and the issue of offering a comparable property and room at the same price. Loss of my personal and work time is already around 8 hours and I am only 2 months out from the expected travel dates.
I bought 2 tickets from Expedia for flights from LA to Barcelona and returning from Venice to LA. They were advertised as *** flights, but the Venice departure (connecting in Munich) was operated by ***. On our (intended) return from Venice on 8/10, the Venice-Munich flight was cancelled due to a mechanical problem. We were rerouted through Frankfurt but could not get back to LA until 8/11, so we spent a night in Frankfurt. *** representatives promised to reimburse us for our hotel and other expenses in Frankfurt. On 8/15 I submitted my hotel, taxi, and meal receipts to *** with a request for reimbursement and compensation. (Under *** rules, because we were delayed by more than 4 hours, we are due 600 euros per person as compensation for the delay.) I waited 5 weeks and was finally told by *** that *** was responsible and they had therefore forwarded my request to ***. *** would not provide a case number or any documentation of having forwarded my claim to ***, so on 10/1 I started over and submitted a new request for reimbursement/compensation to ***. I have sent inquiries to *** every 2 weeks since then (10/16, 10/30, and 11/11) and have heard nothing. Because I purchased the tickets from Expedia, I wrote to Expedia on 10/30 and asked for their help. We have exchanged several emails (I can provide copies of all correspondence) where Expedia has repeatedly refused to help and has added to the runaround I was already getting from *** and ***. Expedia's only suggestion was to call ***, and they gave me a phone number in Italy that turned out to be incorrect (it took 4 minutes for me to find that out, costing $1.99 per minute). Expedia has made clear that they will do nothing to help (and they've stopped responding), but I paid Expedia for services that were not delivered as promised, so irrespective of legal liability I feel that Expedia is obligated to help me.
Tell us why here...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 her flight reservation. We understand Ms. is requesting reimbursement in a total amount of $2,029.75 for a major delay of her returning flight, and related expenses.
Our records indicate that on April 1, 2019, the customer, or an authorized user of the Expedia account, self-booked a multi-destination flight for two passengers on Expedia's website, under itinerary ***: an outbound flight with *** from Los Angeles, CA, to Barcelona, Spain, with a connection in Frankfurt, Germany, departing on July 18, 2019, operated by ***; and a returning flight with *** from Venice, Italy, to Los Angeles, CA, with a connection in Munich, Germany, departing on August 10, 2019, operated by ***. The total cost of the booking was $8,348.26.
Upon review, on October 30, 2019, Ms. contacted Expedia and advised her returning flight with *** Airlines, operated by ***, was delayed for over four hours. The customer was advised by *** to book a hotel and wait for the next available flight. As advised, she later filed a claim with *** Airlines to be reimbursed for the delay-related expenses and to compensated in the amount of 600.00 Euros per passenger per EU Regulation 261/2004. However, after reviewing the claim for over three months, *** Airlines denied her compensation request, advising she should file a claim with ***. The customer filed a claim with *** as advised; however, the airline didn’t respond.
From time to time and for a variety of reasons, airlines issue schedule changes. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. At the time of booking Ms. 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.”
Based on the information provided above, Expedia is unable to honor Ms.’s refund request. However, the customer can file a claim with the European Commission or The UK's Civil Aviation Authority using *** and *** links respectively. We believe that the provided entities are the customer’s best option, although not a guarantee, to have her issue resolved.
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:
(1) I repeatedly asked Expedia for assistance in dealing with ***. Irrespective of the fine print absolving Expedia of responsibility to compensate me directly, I believe Expedia has an ethical obligation to at least advocate with *** on my behalf. I only requested that Expedia refund my money directly because Expedia inexplicably and repeatedly refused to even place a simple phone call or email to the airline to ask them to expedite my claim since I have now been waiting for almost 4 months to be compensated and reimbursed for the travel delay and associated expenses. Expedia's response to my Revdex.com complaint still does not explain why they will not lift a finger to help expedite my claim with their business partner, ***. I have already complained to the Italian National Enforcement Board; the other contacts that Expedia provided in their response to this complaint are incorrect and irrelevant (the UK has nothing to do with this situation as I am not a UK citizen, the airline is not located in the UK, and my travels did not take me to the UK). Unfortunately the National Enforcement Board does not really have any teeth, so it is possible that *** will never respond or compensate me, and I will have no recourse whatsoever.
(2) The fine print that Expedia's representative quoted in their response to my complaint does not absolve Expedia of responsibility for advising me to call the *** number that they erroneously provided to me. I am going to be billed $7.96 for the phone call that Expedia's representative advised me to make (there may be an additional charge for international dialing; my phone bill covering the date of my call is not yet available). I had already told Expedia in a previous email that *** did not appear to have a customer service phone number, and that the only phone number I was able to find was for ticket sales, when the Expedia representative sent me a number and advised me to call. The number Expedia provided turned out to be the same number I had seen online, which was for ticket sales only; therefore the person who answered the phone was unable to help me. Expedia's advice wasted my time and money -- it was a perfunctory gesture that was actually completely counterproductive and worse than if Expedia had refused to provide any advice at all.
Sincerely
I booked a return flight from expedia. Itinerary #*** the website till date states while return the baggage is free.
Baggage fees
Carry-on bag: No fee up to 7kg
1st checked bag: No fee up to 23kg
2nd checked bag: $100 up to 23kg
Estimated baggage fees charged by the airline. Please confirm with airline for fees, weight and size restrictions.
Visit *** to purchase baggage.
*** to Phoenix
Baggage fees
Carry-on bag: No fee up to 8kg
1st checked bag: No fee up to 23kg
2nd checked bag: No fee up to 23kg
but I received email from *** airlines and I also connected with expedia they say the information provided is not correct.
I booked the flight based on the information I saw. I am going to loose lot of money becuase of this mistake of theirs. I would have never booked a flight if this was the case
even the first bag checkin the *** arilines are going to charge me 25$ . why does their website state its free when its not.
November 21, 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 $500.00.
Our records indicate on October 19, 2019, Mr. or an authorized user of the Expedia account, booked a roundtrip flight departing on November 22, 2019 from Phoenix, AZ, USA to Mumbai, India and returning on December 1, 2019, from Mumbai, India to Phoenix, AZ, USA via itinerary ***. A confirmation email was sent on the same date, it was opened on October 20, 2019 and reviewed 34 times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm from October 21, 2019 through October 27, 2019, there were email communications between Mr. and Expedia. Mr. emailed Expedia advising that they clearly read that the baggage policy stated one checked bag on the departure flight and two bags per person on the return. Expedia replied with the following:
Carry-on bags:
*** accepts the following items, per customer to be carried on the aircraft at no charge:
– One carry-on bag no more than 45 linear inches or 114 linear centimeters (L+W+H) or 14 inches x 9 inches x 22 inches (22 x 35 x 56cm)
– One personal item (such as a shoulder or laptop bag)
Checked bags:
Checked bags service charges can be paid during check-in on ***.com or the *** app. You can also pay at the airport with a ticket agent, or during curbside check-in. The bag service charges below reflect bags that have a height, width and length less than or equal to 62 inches (157 centimeters).
These amounts represent an estimate of the first and second checked baggage service charges that may apply to your itinerary. If your itinerary contains multiple travelers, the service charges may vary by traveler, depending on status or memberships.
First and second baggage service charges per traveler:
Fri, Nov 22, 2019
Phoenix, AZ, US (PHX) to Mumbai, IN (BOM)
First Bag: $0 per person
Second Bag: $100 per person
Weight per bag: 50lbs (23kgs)
Sun, Dec 1, 2019
Mumbai, IN (BOM) to Phoenix, AZ, US (PHX)
First Bag: $0 per person
Second Bag: $100 per person
Weight per bag: 50lbs (23kgs
Mr. replied back advising that is not what he saw on Expedia. Expedia replied with the following: “Please be advised that since this is a round trip, normally, allowances and policies from the departure flight apply also to the return flight. You may follow the steps given by our previous agent to visit the airline website for your baggage information. For your reference, you may also review the frequently asked questions on ***’s baggage policy at "https://www.***.
After further review on November 21, 2019, of the reservation, the confirmation itinerary and *** Airlines Baggage charges, Expedia contacted *** Airlines. *** Airlines advised of their baggage charges. Expedia was able to verify the charges reflect the information that was listed on the Expedia reservation and confirmation email. Their charge are as follows:
Carry-on bag: No fee up to 7kg max 36Lin inches
1st checked bag: No fee up to 23kg 50pounds
2nd checked bag: $100 up to 23kg 50pounds
If any bags goes over 50 pounds from 51-70 pounds is $200 per bag per passenger
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing the booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier Rules
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.
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 Expedia is not able to honor the 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
November 22, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr.’s complaint regarding his refund request for baggage charges.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. On November 22, 2019, there are no other notes on the case other than the ones from the original Revdex.com complaint. As an advocate for Mr. Expedia was able to review our back-office system for the details of the creation of the reservation. Initially when the itinerary was being created for departure on November 23, 2019, the cost of the reservation showed at $1585.55 per ticket for a total of $3186.10. The airline baggage rule stated, bring a carry-on bag and bring a checked bag for free. During the creation of the reservation the flights and price changed but the baggage information remained the same. Based on the system error Mr. should have been able to take a carry-on for free and bring a checked bag for free. Mr. will need to contact our Customer Service Department at 877-227-7481 and email in the baggage receipt. He should reference case *** when he calls in. The baggage information appeared as follows when the reservation was being created:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
After further review on November 22, 2019, Expedia was able to verify the carry on should have been free and the first checked bag should have also been free. Expedia shall issue a refund for the baggage charges related to the first carry on and the first checked bag, upon receipt of a valid airline baggage receipt. Expedia has applied a $100.00 voucher to your Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until December 31, 2021. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.Please accept our apologies for any inconvenience this may have caused. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
On Sat, Jun 15, 2019 at 4:00 PM, I purchased a roundtrip ticket from Expedia Itinerary: *** for my mother, a US permanent resident traveling from Nairobi to Houston and ck. The airline was *** (). The flights were scheduled for July 3rd, 2019 returning November 14th, 2019. However, my elderly mother was turned away from boarding the flight at the airport. Expedia and *** have told me that the ticket was cancelled due to a "no show" which is untrue and have refused to refund the $940.43 paid for the airline ticket.
At first, in July and later August of 2019, I was bounced back and forth between customer service at Expedia and , and was finally advised to file a complaint with *** Customer relations. I patiently waited for a response which arrived today November 18th, 2019 in the form of an email from . It states.
"Thanks for getting in touch with us about the refund for Ms *** booking. I apologise for the delay in my response.
From looking at the details we hold, I can see Ms *** was denied boarding as she had overstayed outside of the UK. For any refunds of this as the reservation wasn't made via ***, we're not responsible for processing any refund. We didn't take the initial payment for this, so its' not possible for us to process your request. Please contact Expedia directly as they took the payment and are responsible for the refund. I'm sorry if you have been passed around, however, this isn't something we can help with"
I have made several attempts to bring this to the attention of reps at Expedia and I feel that I am not getting anywhere. I just want a refund especially now that I am unemployed, in college and struggling to get by on veterans benefits. Thank you
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 $940.43.
Our records indicate on June 15, 2019, Mr. or an authorized user of the Expedia account, booked a roundtrip flight departing on July 3, 2019 from Nairobi, Kenya to Houston, TX, USA and returning on November 14, 2019, from Houston, TX, USA to Nairobi, Kenya via itinerary ***. A confirmation email was sent on the same date, it was opened and reviewed three times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on July 3, 2019, the customer called in requesting a refund. Our representative advised that he needed to call ***. Mr. called back on behalf of his mother’s ticket. He had been referred to *** but *** referred him back to Expedia for processing. Our representative called *** and they advised the ticket is nonrefundable, non-changeable and a lost value. Customer can file a claim on airline website. Mr. was advised that he needed to file a claim on *** website. On July 17, 2019 and July 18, 2019 the customer called in to follow up on the refund request. Upon checking the ticket policy is nonrefundable. He advised he received an email from *** stating that Expedia was responsible for the refund. Our representative called the airline and they advised the email was advising the customer to call Expedia, Expedia is to follow the fare rule. The customer was marked as a no show which makes the ticket a lost value. On November 19, 2019, Expedia emailed Mr. advising that Expedia cannot process a refund for the ticket based on *** policies. Mr. replied asking how could it be marked as a no show when the passenger was turned away at the gate. He also included the email he received from ***.
After further review on November 20, 2019, Expedia contacted *** and they stated, even though our system shows the final segment is listed as refunded, it is not actually refunded because they marked the passenger as a no show. Their check in policy was applied. the ticket is non-refundable and changes not permitted since they marked the passenger as a no show.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition , at the time of completing the booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier Rules
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.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues 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
On 11/14/19, I spoke with an Expedia representative to purchase a vacation from Houston to NYC specifying that I needed a first class flight. She quoted me a trip including 2 first class seats and billed my card $1,090.01 for a hotel package. When the confirmation was emailed to me, I saw that my tickets were coach and not the first class seats I requested.
I called back and I was told that I needed to wait for them to listen to the call recording and if I was promised a first class flight that Expedia would pay the difference.
I was told to call back into Expedia as they listened to the recording. After several hours of holding and explaining myself to several people, I was finally told that if I wanted the first-class tickets, they would have to void my initial charge and recharge me $893. I did not have very much money in my account as I was still waiting for the initial funds to release, but I agreed to letting them charge me again anyway and not only did they charge me the $893, they also charged an additional $446 on my account which is NOT what I was quoted.
Now my account is overdrawn, and I'm currently on the phone again going through multiple agents trying to fix this issue.
As I've told many of the reps I've spoken to, including the corporate reps, this has been causing me undue stress and anxiety. This trip to NYC is important because my grandma is not well and I'm taking myself and my son to see her for the last time. I've had to cancel work meetings and appointments yesterday because I had to stay glued to the phone to fix this issue.
I'm tired and furthermore, the people that have been the rudest and most dismissive have been corporate. They gave me no words of empathy or apologies for all the hoops I'm still jumping through due to a mistake that has nothing to do with me.
The company doesn't have extensions to direct lines so no one can be followed up with. I tried calling their corporate, but they only send me back to customer service.
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 Ms. *** Revdex.com case number *** regarding a refund for $446.20.
Our records indicate on November 14, 2019, an Expedia representative booked a package reservation for two roundtrip flights departing on December 23, 2019 from Houston, TX to New York, NY and returning on December 28, 2019 along with a one night hotel reservation at the ***, Brooklyn via itinerary ***. A confirmation email was sent on the same date, it has been opened and reviewed 24 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on November 14, 2019, Ms. called in to complain about the person who booked the package reservation. The representative had advised her the flight reservation was in first class but after receiving the confirmation it shows a regular economy class. Our representative advised the reservation needs to be cancelled and rebooked. Ms. was not okay with the suggestion and asked for a supervisor. Our representative called and spoke with a supervisor. The supervisor advised the agent to educate Ms., if it is not agent error there would no longer be an option to void if not done within the void window. Advised that compensation could be offered if its confirmed an agent error, after the call recording investigation. Ms. understood and declined to void. On November 15, 2019, the call recording was submitted and it came back confirming the agent advised multiple times that they would be in first class. Our representative verified the flights were voidable and that the tickets were in basic economy. The new flights are now pricing at $1869.20 a difference of $976.00. Our representative advised that we can void the flights and Ms. would need to be charged $893.20. Expedia would cover the difference in the cost of the new fare. Ms. agreed and advised she will call back once the funds are back in her account. A hotel cancellation confirmation was sent on November 15, 2019, it has not been opened or reviewed.
After further review on November 20, 2019, Expedia was able to review the detailed notes and inquiries on the account. Expedia was also able to verify the airline tickets were voided on November 14, 2019. Each ticket was originally charged $446.60 but since the tickets were voided a total of $893.20 was released back to the card that was originally charged. On November 15, 2019 a refund of $196.81 for the hotel was processed back to the *** card ending ***. The refund should appear within three to seven business days.
Our records indicate on November 14, 2019, an Expedia representative booked a four night hotel reservation at the ***, Brooklyn, checking in on December 24, 2019 and checking out on December 28, 2019 via itinerary ***. A confirmation email was sent on the same date, it has been opened and reviewed 17 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on November 15, 2019, the customer request to cancel. There is no penalty the reservation is refundable. The cancellation was processed. A cancellation confirmation email was sent on November 15, 2019, it has not been opened or reviewed.
After further review on November 20, 2019, Expedia was able to review the documentation on the account. Expedia was also able to verify the hotel reservation was cancelled on November 15, 2019 and the refund was issued for $1547.05 on the same day. The refund will appear back on *** card ending *** within three to seven business days.
Our records indicate on November 15, 2019, an Expedia representative booked two roundtrip flights departing on December 23, 2019 from Houston, TX to New York, NY and returning on December 29, 2019 via itinerary ***. A confirmation email was sent on the same date, it has been opened and reviewed 16 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on November 15, 2019, Expedia advised Ms. that we can void the flights that were not booked in first class and cover the difference in cost for the new first class flights. Ms. was advised that she needs to be charged $893.20 and Expedia is paying the difference of $976.00. The new tickets in first class total $1869.20.
After further review on November 20, 2019, Expedia was able to verify that our corporate card was charged $1869.20 for the cost of the new tickets that were issued in first class, under itinerary ***. Ms. was charged $893.20 under itinerary *** to offset the cost.
Expedia has applied a $200.00 voucher to your Expedia account. The voucher is valid for a 'pay now" stand-alone hotel or hotel as part of a package reservation. The voucher is valid until December 31, 2020. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
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: $200 credit is not enough compensation for the days and days of mess I had to endure with you all.
Sincerely
Exceptional and professional service, I had a very smooth flight and I had a problem at the hotel when I checked in and I called them, they resolved the issue on spot with the hotel and added 200 coupon for the inconvenience.
This has turned into a headache for the past 3 weeks , I paid for a flight on July 3rd for $656 itinerary #*** , then my bank opened a dispute due to the amount of the purchase, I explained I wanted that flight but since it was an investigation, I had to wait until it resolved, in the meantime Expedia asked me to rebill, so I didnt lose the flight, I did , on october 29th I paid another $659 , the bank closed the dispute and returned the initial $656 to expedia, now I paid $1315 for the flight, I have contacted expedia several times , they acknowledged the two charges, but are giving me a hard time providing the refund , I already sent them my bank statements with the charges, screenshots from my banking app, and a letter from my bank stating the money (the $656 ) was returned to them, expedia had English and Spanish customer support, since my bank is in Mexico they provide me with Spanish documentation, and Expedia is asking me for the letter from my bank in English or else they cant follow up , I dont understand , it had the transaction numbers stating the money was returned to them, they see both charged and they are not returning the money to me , im ok with a single charge , the one from october 29th $659, which is the charge for my flight package , I just dont want to pay double the ammount , thats not what I agreed to
November 19, 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 $656.49.
Our records indicate on July 3, 2019. Mr. or an authorized user of the Expedia account, booked a package reservation for himself with a roundtrip flight departing on January 13, 2019 from San Diego, CA, USA to Tokyo, Japan and returning on January 18, 2019; a four-night hotel stay at the *** via itinerary ***. A confirmation email was sent on the same date, it was opened and reviewed twice.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on July 21, 2019, the customer called in wanting to make sure there's no issue about the letter "*." with his name. Our representative advised there was not a problem. He also wanted to add a night to his hotel reservation or check and see if he could store his luggage at the hotel since the flight is departing at 6:00 pm. The hotel advised that they luggage could be stored until 4pm. On October 2, 2019, the customer contacted the Expedia CHAT and advised that *** canceled his flight. Upon checking the options, he left the CHAT. He contacted CHAT again later due to the airline schedule change. The representative advised of the changes and he accepted the changes. On October 9, 2019, the customer contacted CHAT again and advised that he received an email saying his credit card company has been trying to dispute a charge with Expedia, and that an Expedia Department is trying to get in touch with the customer. The representative referred him back to the email communication to contact the appropriate department. On October 31, 2019, the customer called to confirm the billing, no other notes regarding this communication on the account. On November 6, 2019, the customer contacted CHAT requesting to verify why he had been double charged. The representative documented as per previous documentation he disputed the charges on his credit card, and he was advised to contact the RMS Department. Our representative advised him to contact the RMS Department via the prior email he received. From November 12, 2019 through November 17, 2019, the customer contacted Expedia on numerous occasions for the double charge in an attempt to get a refund for $656.49. Our representatives reviewed the case notes and advised him accordingly. The representative who assisted him on November 16, 2019, issued a refund for $656.49 to the Mastercard ending 0995 on November 16, 2019. The customer contacted Expedia on November 17, 2019, and our representative emailed him a letter in Spanish advising the refund for $656.49 was issued on November 16, 2019.
After further review on November 19, 2019, Expedia was able to review the reservation and a full refund for $656.49 was issued on November 16, 2019. The refund will appear back on the card in three to seven business days from the date it was processed. A refund receipt has also been sent to the email address on file.
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
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 have received emails confirming the refund on the double charge now , everything is OK , thank you for following up
Sincerely
On October 23 - October 24, 2019 I did a booking through my APP EXPEDIA for the hotel named *** The service we had at the hotel was horrible. It involved racism, bad customer service and just horrible room. After the stay, I did a review on the website and then reached out to Expedia. They explained they would reach out via email once final notice. They never kept me informed of what was going on. It was 2 weeks later, I decided to call back and the representative explained he would reopen the case, I was confused on why it was never still remained opened. A day later, I finally got an email about the situation and they stated the manager was not cooperating. I called today, November 15, 2019 Expedia after the email I got on November 13, 2019. When I spoke to them, they explained they would give me a coupon for $33 dollars and then $45 dollars and then after $50 dollars. I was and still am very upset. As a third party company should of did better when issues like this occur.
November 19, 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 nonrefundable hotel reservation. We understand that the Ms. is seeking a full refund, based on service and quality.
On October 23, 2019, Ms. or an authorized account user self-booked on Expedia’s website, under itinerary ***. The hotel accommodation was with ***, New Jersey for a check in on October 23, 2019 and check out on October 24, 2019, for a total of $171.84.
On November 4, 2019, Ms. contacted Expedia to request a full refund based on service at the front desk and quality within her assigned room. We attempted on multiple occasions to contact the *** for comments and to advocate for a refund as requested. Regrettably, we were unable to obtain authorization to submit a refund. As it was noted, the reservation was purchased under a non-Refundable hotel policy. Therefore, Expedia was unable to honor the request for a refund.
*** Cancellation and change policy:
Non-Refundable:
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.
Expedia typically experiences a form of verbal communication such as an inbound call into our customer service center to voice concerns during a customer’s stay giving Expedia the opportunity to assist the customer immediately. As per our research, Ms. did not contact Expedia during her stay for assistance. We have a department dedicated to relocating customers experiencing similar concerns as Ms. described after trip completion. If Expedia isn’t given the chance to assist a customer during their stay this limit’s our ability to rectify a concern as it occurs.
On November 18, 2019, Ms. contacted Expedia to again request a full refund. In consulting with Expedia, Ms. received a full refund in the amount of $171.84. The time it takes to receive these funds depends on how quickly Ms.’s bank 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. I did all the work.
Sincerely
This agency is unbelievably incompetent and unprofessional. They have tied up over $1000 of my available credit on my credit card ($700 was a pending charge that they have not settled from 10 days ago and $300 for a charge today that I did not authorize). The only reason I can see this information is because of my credit card’s app, which allows real time activity and access to funds. I spoke to 2 customer service reps (that I had a tough time communicating with because they were not American), 2 managers, and 2 corporate representatives. However the issue was not resolved neither were they sensitive to the fact that these issues prohibited me from using my card to purchase plane tickets to see my grandmother in ICU. I say stay away from this service and potentially any third party like them.
I took out travel protection when I booked a flight for my daughter to come home from college for Thanksgiving. I never took out protection before. But I felt I should take it out for my freshman just starting college. When you click on this button, it never goes into detail what is covered. It just says you would loose the total cost of your flight without the protection. Well I never thought I would want to put in a claim. My daughter found out a week ago, that she needs to be out of the dorm by a certain time and return to the dorm on a certain day. They were not allowed in the dorm otherwise. The tickets I bought would not work anymore. It has her leaving very late in the day and coming back a day early. She has know where to go. She can't be in the dorm. So I had to change the tickets. So I filed a claim. Now they are telling me this insurance is only for medical. This is so sneaky. None of this is state when you are purchasing the airline tickets.
November 18, 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 Mrs. *** Revdex.com case number *** regarding a refund for $236.59.
Our records indicate on May 9, 2019, Mr. *** or an authorized user of the Expedia account, booked a roundtrip flight on *** departing on November 23, 2019 from Buffalo, NY to Newark, NJ and returning on November 30, 2019 from Newark, NJ to Buffalo, NY along with the Cancellation Plan via itinerary ***. A confirmation email was sent on May 9, 2019 it was opened and reviewed six times.
Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on September 13, 2019, the customer called in and inquired on changing the reservation. Our representative advised the rate was a basic economy and changes were not permitted. On November 15, 2019, the customer called in on a couple occasions inquiring on changing the date of the flight. Our representatives checked the policy and advised of the policy. The customer asked how the protection worked. Our representative advised the fare was a basic economy and advised of the details to contact the protection provider. No changes were made to the reservation.
After further review on November 18, 2019, Expedia was able to review the details of the notes on the account and confirmation itinerary that was emailed to the email address on file. The confirmation itinerary advised the fare was a basic economy fare and that cancellations and changes are non-refundable 24 hours from booking. The information on the protection appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
The details of the Cancellation Protection were available at the time the reservation was created and were accessible by clicking on the hyperlink on the web page. In order to use the protection, the provider of the protection is ***, they can be reached at ***.
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor your 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 FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: First of all the way they even responded it sounds like it is coming from a legal team. I am not a lawyer. I am just a consumer. Yes, I did purchase the basic economy from ***. I am well aware that it is a non refundable fare. As for the travel protection, yes I did click on the link a few times way after the purchase of the tickets. Did I know what I was reading, not really. Not does that matter. What matters is that it was deceptive way at the beginning when I was originally purchasing the airline tickets. This information should have been stated when I clicked submit. I paid the extra $19, so I would have the "protection". This whole thing was devious and it should not matter that I clicked on it months after I purchased the protection. It should have been detailed before I hit submit. Travel protection is protection for many different reasons. And my issue with my daughter, is a problem. And no offense, I can't believe a huge company like this is fighting a consumer like me over $236. This is not thousands of dollars. I still expect to be refunded my money.
Sincerely
I checked into an incorrect Hotel and verified with Expedia to confirm.
Expedia confirmed the proper place and I asked if I could just stay at the *** because I checked in. I stated that if I could not I would leave and go to the reserved resort. "***" San Diego.
The Expedia Representative told me that this would not be a problem. I expected a call back to find out. I received an email the following day stating they were still working on this. At this time I was concerned as I would not be paying for two resorts. I asked about this and was told it wasn't an issue.
It was not until forty eight hours later that they said that hey could not cancel so I stated I would go to the ***.
Expedia stated I could not because it was cancelled. This was not supposed to happen. I was to find out if I could cancel but what happened was Expedia caused me three days at another hotel then told me that my reservation was cancelled per my request which was not true. his caused me to have to stay at ***.
Expedia refuses to acknowledge this. I have asked for the Voice recordings that will prove the representatives mistakes and the will not produce them.
They even accused me of actually staying at the resort that was cancelled.
November 15, 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 a consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records show on September 3, 2019, Mr. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was with ***, San Diego, CA for a check in on September 15, 2019 and a check out on September 21, 2019 for a total of $1218.20. We understand Mr. is seeking a refund based on purchasing two hotel reservations made in error.
On September 16, 2019, Mr. contacted Expedia and stated that he specifically booked for the ***l not the ***. In addition, he mentioned he did not see the (***) reservation under his account and he did not receive a confirmation. On September 17, 2019; we advocated on the customer’s behalf by contacting (***) to request a refund. Regrettably, the hotel declined our request by stating that Mr. did not check-in.
On September 17, 2019, by using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr. booking session which confirmed the selection of the *** hotel not a *** property. The exact hotel accommodation details were provided to Mr. after booking through his emailed itinerary, which was viewed on September 16, 2019.
Additionally, Expedia’s Terms of Use and the hotel’s restrictive policy which was agreed to by Mr. at the time of booking, expressly states:
Terms of Use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Cancellation and change policy:
Cancellations or changes made after 4:00 PM local hotel time, Saturday, September 14, 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.
On September 18, 2019, Mr. called back to discuss the (***) hotels refund decision. He advised that Expedia offered to cancel his reservation without penalty. In order to validate Mr. claim, Expedia verified the call in question. According to our records the customer was advised that Expedia will contact (***) to request a full refund. As previously stated, the hotel declined that request.
Upon receipt of Mr. (“Revdex.com”) complaint, on November 15, 2019, Expedia reached back out to (***) for refund reconsideration. Considering, 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 unless approved by the hotel and must adhere to the hotel’s policy.
On November 15, 2019, Expedia obtained an approval to process a refund of $1031.29 minus the hotel penalty fee of one night plus taxes and fees. The time it takes for the refund to post to Mr. account depends on how quickly his 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 Correspondence Team
I purchased a hotel room for an upcoming trip on Expedia in Fort Lauderdale Nov 16th-19th at ***. The purchase price was $524.09 I have been contacting them for a week because of their price drop and they refuse to refund my money under their price match guarantee even though I have provided all requested information. The new price on their site is $421.53 which is a difference of $102.56
November 18, 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 ***) regarding the Hotel Price Guarantee rewards program for a hotel.
We understand from Mrs.’s complaint she witnessed a lower rate being offered on a different website for the hotel reservation she purchased on Expedia. Mrs. requested a refund for the difference in price under the Expedia Hotel Price Guarantee Program and was denied. Mrs. is requesting that Expedia honor the lower rate and credit her account.
Our records show on November 5, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay is with ***, Fort Lauderdale, Florida for a check in on November 16, 2019 and a check out on November 19, 2019 for a total of $524.09.
On November 9, 2019 Mrs. went through her Expedia rewards account, and submitted a Hotel Price Guarantee claim, she attached an invalid screen shot to that form. As per the requirements of a Hotel Price Guarantee, the single screenshot submitted needs to include a cancellation policy and all other applicable requirements to be considered. Therefore, on November 11, 2019, Mrs.’s claim was not accepted, due to that invalid attachment.
On November 12, 2019, Mrs. submitted a second claim which was also denied for an invalid attachment. When comparing prices, Expedia looks at, “Apples-to-Apples”, comparison on one screen shot as dictated by the terms and conditions of the HPG form, in order to accept a claim. In reviewing the second claim that Mrs. submitted, the Hotel name was not displayed properly.
Upon review of the (“Revdex.com”) complaint Mrs. submitted a total of five Hotel Price Guarantee claims, each attachment was considered invalid. As per the requirements of a Hotel Price Guarantee, the screenshots did not include one of the following, a cancellation policy, hotel name, room type and payment type.
Furthermore, by selecting to complete this Hotel Price Guarantee form you acknowledge that you’ve read and accepted the below Expedia’s Terms of Use.
Must be "Apples to Apples" Comparison:
The Hotel Price Guarantee is available only for exact itinerary matches, including property, room type, rate plan, applicable refund policy, and the exact same dates of travel as booked through Expedia. The comparison must be to the same product purchased standalone through another website (i.e., not part of a hotel + air travel package).
Expedia reserves the right in its sole discretion to modify or discontinue the Hotel Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to you. The terms that are in effect at the time of your claim will determine your eligibility under the Hotel Price Guarantee. The failure by Expedia to enforce any provision of these terms and conditions shall not constitute a waiver of that provision.
As a courtesy, we ask that Mrs. kindly keep record of the Expedia case number (***) and contact us, 7-10 days after trip completion to collect a refund of $102.56 and one $50 hotel voucher. The Expedia service and support team is available 24/7 and our contact number is 1-800-397-1207.
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
I was charged $88.00 for car rental insurance that the company *** in Carolina, PR. doesn't except from expedia.com. Expedia doesn't want to refund me my money they said due to some policies that I was never told about when I purchased insurance online. I spoke with the corporate office on 11-5-19. spoke with person name Danica and Manager Keith.
November 19, 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. We understand that the customer is seeking a refund of $88.00, for the, “Collision Damage Plan”, based on a third-party plan denial.
Our records show that on October 22, 2019, Mr., or an authorized Expedia account user, self-booked a car rental reservation using Expedia website, under itinerary ***. The reservation was with *** in Carolina, Puerto Rico scheduled for October 23, 2019, to October 30, 2019. The car reservation included a Collision Damage Plan, administered by Travel guard.
On November 6, 2019, Mr. contacted Expedia to discuss the, “Collision Damage Policy”, as *** declined the use of that plan. We contacted the rental agency to confirm that the Collision Damage plan wasn’t accepted. However, *** was unable to confirm that. Furthermore, Mr. advised that he opted to use his personal plan which prevented him from adding to his expenses. Thus, Expedia did not process a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia’s Terms of Use, which was 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 19, 2019, we advocated on Mr.’s behalf by reaching back out to *** for insurance verification. The car rental agency verified that Mr.’s third-party plan was declined and Mr. did use his personal plan.
As a courtesy, Expedia processed a refund of $88.00, back to the customer’s original form of payment. The time it takes for the refund to post depends on how quickly his bank 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
The following itinerary was booked on Sept 13, through Expedia.com under Travel Locator No. *** for $427.70 USD (1W Flight SFO to MNL). I used my Debit Card to pay for the charge. I canceled the itinerary within 24 hours of booking.
Expedia Debited on Sept 16. For $427.70 instead of making a CREDIT Transaction.
Sept 16. ***
Over the course of 8 weeks, I have been calling customer service and told that the itinerary was already canceled and promised that I will receive my refund within 5 – 7 business days. I called my bank and they indicated that Expedia never transferred the funds back to my Debit Card. I need help to refund the $427.70 USD back from Expedia.
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 her flight reservation.
Our records indicate that on September 13, 2019, Ms., or an authorized user of the Expedia account, self-booked a stand-alone, one-way flight reservation for one traveler, under itinerary ***. Travel was aboard ***, departing on September 15, 2019, from San Francisco, CA, USA, to Manila, Philippines. We understand Ms. is requesting a full refund.
On September 14, 2019, ***, or an authorized user of the Expedia account, cancelled the flight reservation above, using the self-service cancellation feature on Expedia’s website. Expedia can verify the flights were voided and the charge was reversed from ***.
On November 20, 2019 and November 21, 2019, I reached out to Ms. and left a message for her to contact us back. On November 21, 2019, I sent an email requesting that Ms. provides a copy of her bank statement for further research. As of November 27, 2019, we have not received a response from Ms. by phone or email.
We respectfully request that Ms. provide us with a complete copy of her bank statement from September 13, 2019, until now, showing the charges from ***. The requested information will allow us to appropriately research her concerns.
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,
Michelle R
Corporate Correspondence Team
Booked reservation in wrong state on accident. Immediately reported it. Was informed for several days that they could not reach appropriate persons for approval at hotel due to time zone difference. Later told that I was denied because of *** cancelation policy. I spoke to *** who stated I was only charged for the first night due to no show because they were not notified of cancel and approval is up to Expedia. Expedia no longer responds to my emails to further dispute their decision based on wrong information. They has since sent me “rate your stay” emails and not responded to my responses to them however posted that I gave the hotel 1 rating based on a survey that was not completed to the end
November 25, 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. We understand Ms. booked an incorrect product by error and is requesting a full or partial refund of the unused reservation.
Our records indicate that on November 6, 2019 (Pacific Standard Time), the customer or an authorized user of the Expedia account, self-booked a hotel reservation with *** in Columbia, SC, on Expedia’s website, under itinerary ***. Check in was on November 6 and check out on November, 12, 2019. The total cost of the booking was $617.64. The hotel’s policy read as follows:
Cancellations or changes made after 2:00 PM local hotel time, Wednesday, October 30, 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 November 7, 2019 , Ms. contacted Expedia and advised she booked a wrong product by error and requested a refund. As the customer called after check in time, Expedia followed the hotel’s cancellation policy and advised a full penalty of 100% of the booking value will apply.
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. At the time of booking Ms. 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.”
Nonetheless, Expedia contacted the hotel for a waiver of their nonrefundable policy multiple times and each time was advised to call back as the manager of the hotel, ***, wasn’t available. On November 21, 2019, Expedia was able to reach ***, who advised they will charge the customer for one night plus taxes and fees due to a no show, however, approved a waiver for a refund of the remaining five nights.
On November 21, 2019, Expedia processed a refund of $569.70 back to the customer’s original form of payment. The customer was 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
Complaint: ***
I am rejecting this response because:
Sincerely,
***
Expedia is misstating the facts as I called within 15 mins of the booking error to report it, not the following day as stated
Becauae they neglected to take action after the first phone call, BW considered me a no show and charged me for the one night. I have accepted this result although Expedia’s negligence is why I am subject to accept BW cancelation policy.
This exchange with Expedia has been exhaustive and I would like for it to be over. I just wanted to correct their misstatement of when the initial call was placed to them.
thank you.
I made a reservation at the *** in Frankfurt, Germany through Expedia.com in June of this year. On several pages during this process it said “free cancellation” highlighted in green, there was no asterisk or other indication of the hotel’s cancellation policy. This did not appear until the transaction was complete. Furthermore, I chose the option of paying at the hotel and in less than 24 hours my credit card was charged the entire amount of the four day reservation. I do not know if this was done by Expedia or the hotel, nevertheless, the transaction was through Expedia.com. I subsequently cancelled the reservation and was expecting a refund as it was done the day before -June 26th- I would incur a charge for the entire amount of the stay. It appears that the hotel did not process this until June 27th and did not refund my money. In multiple emails and phone calls with Expedia to resolve this, they never responded to my complaint that my credit card was charged almost immediately when it should not have. I strongly believe that if they did honor a request they offered, to pay at the hotel, I should not be subject to any of their other terms - such as this onerous and unfair cancellation policy. My bank, *** in Chicago Illinois is also complicit in this transaction as they upheld the charge after the vehement complaint that I filed with them. Expedia should have been more transparent about the hotel’s cancellation policy, and more importantly, they should not have charged my credit card when they did, and that this action should abrogate any other dubious penalties - “hidden” or otherwise.
November 14, 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 hotel. We understand *** is requesting a refund.
Our records indicate on June 26, 2019, ***, or a person authorized for the Expedia account, self-booked four nights with the ***, checking in on September 6, 2019, via itinerary ***.
The rate and reservation type selected was Skyline Deluxe Room King - Early Booking offer. The billing arrangement required the customer to pay $2461.78 to Expedia at the time of booking, and $18.19 in hotel collected fees on arrival to the hotel.
The terms and conditions of the reservation stated that if it would be canceled prior to the check time, the penalty would be 90%. After check in time, the penalty would be 100% for cancelation or no show.
On July 25, 2019 the customer contacted Expedia advising that they wanted to cancel the reservation; and, they asked if the penalty might be waived. Expedia is a third party intermediary for travel suppliers such as hotels. The terms and conditions for items purchased come from the travel suppliers. Expedia cannot override the travel suppliers terms and conditions. We contacted the hotel on behalf of the customer. A penalty waiver was not available.
On July 26, 2019 we emailed the customer to advise that a penalty waiver was not available. The customer canceled the reservation and received a refund of $246.18.
The terms and conditions of the reservation were provided and accepted at the time of booking. They were reviewable in the email purchase confirmation, which was sent and reviewed after the purchase was completed, as well as being on the customer’s online itinerary in their Expedia account. Compensation is not available for cancelation fees incurred.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:They are not being truthful. I never chose to pay the full amount for this booking. I travel for a living and would never make this type of reservation.
Sincerely
I booked flight that advertised as $529 per person from Chicago to Portland, but then they charged me for $1200 per person.
November 14, 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 $1058.00 plus taxes.
Our records indicate on November 11, 2019, Ms. or an authorized user of the Expedia account purchased two one way flights departing on November 11, 2019 from Chicago, IL to Portland, OR via ***. The confirmation email was sent on November 11, 2019 and was first reviewed on November 12, 2019.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can on November 11, 2019, Ms. called and advised that when she booked the reservation the price was $500 per person but she was charge $1,299. On November 12, 2019, Ms. followed up the call regarding Expedia requesting a screenshot of the rate during the time the booking was created. Ms. advised that she was not able to get a screenshot and called when she got the receipt. Our representative consulted with a Supervisor and our back office system was checked for validation. Expedia emailed Ms. asking for a screenshot of the website showing she was booking flights for $500.00 per passenger. She responded advising she does not have a screenshot. Ms. was advised that there was no site error. Our representative advised that there is no refund for the price difference. Ms. insist it is our fault and demands a refund of the price difference. The call was escalated to a Supervisor. The Supervisor noted as per checking the case it was previously escalated and Ms. was advised that no refund would be given. The confirmation email was reviewed and it shows that the ticket was $1,299.00 per person. The flight has already been taken. The Supervisor double checked our back office system and it shows $1,299.00. Ms. checked the confirmation on November 12, 2019 and the price shows as $1,299.00, there was no site as she agreed to pay $2,598.00.
After further review on November 14, 2019, Expedia was again able to confirm our back office system shows the cost of the two one-way flights were $2598.00. The reservation creation appeared as follows: 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 FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: they keep denying that the price was advertise as a $529. There were two options, first one around $400 and the second one was the $529 and I chose the $529 because it was faster. I am hundred percent sure about what I saw and what I agreed for. There was not any sign or place that show the price of $1299.
Sincerely
On Sunday, November 10, 2019, I contacted Expedia via the chat feature to make a change to a vehicle rental I had reserved. The agent was able to change the rental time frame from 6 days to 7 days. I asked the agent what the new price would be, since I was adding a day. He said it would be $253.13. I have proof of that in the form of a screen shot I took of the chat message. On Monday, the rental company told me the price would be $353.14. I contacted Expedia and was told that a supervisor would have to handle the matter. After waiting 45 minutes on hold a supervisor told me that after I paid for the rental and returned the car I would need to submit the receipt and they would send the information to the corporate office for review to see if a refund would be issued. Later on Monday evening, I received an email from Expedia that basically said they had determined no error had occurred and they would not be issuing a refund and that the price would be $353.14. I sent them the screen shots and they refused to acknowledge that I had been quoted $253.13 by an Expedia agent and replied again that the $353.14 price is what it is.
November 14, 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 $100.01 for the quoted rate change cost.
Our records indicate on November 10, 2019, Ms. or an authorized user of the Expedia account booked a rental car reservation for six days with ***, picking up on November 26, 2019 and returning on December 2, 2019 via ***. Ms. called in requesting to change the reservation. Our representative called the car rental company and they change the dates to November 25, 2019 through December 2, 2019 within their system and quoted $253.13.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can on November 11, 2019, Ms. called stating that a previous agent promised the price of $253.13. Ms. advised the vendor advised her that the rate was $353.13 for the changes but the changes were done directly by ***. The call was escalated and the representative advised Ms. that we need to check with the Corporate Department. Ms. was okay to wait until she has a receipt so that we could evaluate the case.
After further review on November 14, 2019, Expedia called *** and *** advised they were not able to verify any amount for the change they made. They change the original reservation from November 26, 2019 to December 2, 2019 to November 25, 2019 through December 2, 2019. Expedia was able to verify the screenshot that Ms. sent in, showing the agent advised her the rate was $235.13. Since Ms. chose a “Pay Later” reservation she must rent her vehicle and return it before we are able to verify if there needs to be a refund issued. In review of the notes on the account and the screenshot Ms. sent in, they confirm the lower rate was advised by our representative. Ms. needs to email in a copy of her receipt showing the amount she paid for the rental. If the receipt shows the rental cost (excluding any additional cost) is $353.13, Ms. will receive a refund for $100.01. Ms. can contact our Customer Service Department at 877-227-7481, reference case *-***. Ms. needs to advise the representative that she is calling for a refund and they should ask for an email of the rental receipt.
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
Complaint: ***
I am rejecting this response because:
I do not believe that Expedia will issue me a refund. And that belief is based on this email I received from them on November 12:
Dear ***, Thank you for contacting Expedia for following up your refund request on your car reservation. Let us provide you information. We know how important this for you and we apologize for the inconvenienced this caused you. We have confirmed that our team already handled your request however, due to the results of their investigation, we regret to inform you that we are unable to proceed with your refund request. Expedia provide the latest up to date availabilities that is why we want to inform you that the information and the details especially the prices and rates are a subject to change from time to time. Your patience and understanding is highly appreciated. Thank you for choosing Expedia as your travel partner. Marwin Expedia Customer Service Team
As you can see, they clearly state they are denying my refund and I haven't even submitted it yet. That is why I want the price adjusted before hand now.
Sincerely