Unfortunate this has happened: Called to book a room in Nashville for the weekend and within hours of said reservation/booking, the world of legal nonsense took over. Called with a different hotel price and asked for them to match that price and was met with, after the fact explanations of what non-refundable and cancellation terms and conditions are. I then cancelled this reservation/booking and was abruptly met with a claim which stated I was responsible for the entire cost of the reservation/booking $500.00, customer service then claimed they were going to contact the hotel to straighten this out with no results, only to leave me twisting in the wind for the $500 dollars! I filed a non-payment dispute with the bank (ongoing). To be clear, some fee to cancel is acceptable, attempted armed robbery or outright attempted theft is not a feel good from this experience with Expedia.com. Lost me as a customer for good with this shady, unacceptable situation.
Absolutely the worst customer service. I was supposed to get a refund on 2 occasions and both times had ti deal with several time wasting calls to a call centre in Egypt. Never got the refund which was promised. In contrast, I found *** customer service absolutely fantastic. Never going to Expedia ot the many other agencies they own again. Big company little or no care for their customers.
***.
Why hasn't my review been posted on an hotel. They had no power the entire time we stay there. You sold us a hotel with no power and did not give us our full amount back. We ended up leaving early. We want our review post and OUR MONEY BACK NOW! Itinerary
Expedia.com Response
• Nov 10, 2019
November 10, 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 August 21, 2019, ***, or a person authorized for the Expedia account, booked a hotel reservation for one night with the *** with check in on August 22, 2019, for $245.19.
On August 24, 2019 the customer emailed stating that the hotel was losing power when they checked in, had power out during the night and requested a refund of the used reservation.
We contacted the hotel regarding the customer’s refund request but a refund was not approved.
When there are issues with an accommodation and a room cannot be used, Expedia provides 24 hour customer service to assist by advocating with the hotel or we can provide other services. When a reservation is used a refund may only be approved by the hotel.
Expedia is a third party intermediary for travel suppliers such as hotels. The terms and conditions, including policies on refunds or customer dissatisfaction complaints, are those of the hotel the customer elects to book with. Expedia is unable to override the hotels terms and conditions.
As a gesture of goodwill Expedia provided the customer with a coupon worth up to $100.00 off a future reservation booked with Expedia. The coupon was placed in the customer’s account and is used.
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
Expedia.com Response
• Nov 20, 2019
November 20, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
When an accommodation is booked and cannot be provided as required, Expedia has services available to assist customers in offering other accommodation comparable to what they booked. Refunds requests made after a stay is completed need to be approved by the property.
As previously advised, Expedia provided a goodwill future credit due to the dissatisfaction expressed post-stay.
Customers have an opportunity to provide a review of the hotel. There are multiple criteria that might prevent a review from being posted. If a review cannot be posted an email will be sent to the account email address to advise. There are many websites where reviews may be posted.
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 21, 2019
This does not make any sense what you said. I am a gold member and have been spending money with Expedia for years. I am a loyal customer. All I ask for a feedback to be posted, I did nothing wrong. The feedback was finally posted after I call 50 times, which makes no sense. I didn't get my full money back in compensated and I had to beg for credit. Hopefully you will improve in customer service or I will have to find another site to use for travel.
I have been using Expedia in all my travel plans, and the most recent booking through their site was to Istanbul, Turkey for flights, Hotel and ground transportation. They set up our ground transportation with a Turkey local company: ***. What a vacation scare we had from the driving mannerism to being taken into city inner streets at 5 am in the morning and in an old vehicle and to add insult to injury, the driver thinks he was on a racing track (average speed 130 KM). To top it all , the connecting flight from Zurich to Washington was so close to the landing timing that we missed it and we had to go to a different gate and plane. We arrived to Washington and no luggage to be found so we continued back home to Detroit and we had to pick up our damaged luggage 24 hours later. Expedia is passing the buck and saying that they are the booking agent and they wouldn't do anything about my situation or compensate me for my poorly planned trip. My last correspondence with them on the phone was today 11/9/2019 at 10 am Eastern Time.
Expedia.com Response
• Nov 11, 2019
November 10, 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 flights and ground transportation. We understand *** is requesting a refund.
Our records indicate on September 17, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including roundtrip flights, hotel, ground transportation and vacation waiver protection.
The flights selected were with *** Airlines and *** Airlines, traveling from Detroit, MI, USA to Istanbul, Turkey, departing on October 22, 2019 and returning on October 29, 2019.
The ground transportation selected was with *** – ***, for private standard car, roundtrip from the airport to the hotel.
The customer contacted Expedia on October 30, 2019, post travel, advising that the airline had lost their luggage the prior day. The customer said they already made claims with *** for the lost luggage and had claim numbers provided by the airline. We contacted *** on behalf of the customer and provided the claim numbers of the airline. The airline advised that the luggage had been located already and was being delivered that day.
Airline schedules are determined by the airline. Expedia does not operate flights and we do not have control over the scheduling of flights or handling of luggage. At times airlines have schedule changes. When last minute schedule changes occur, airlines provide other accommodation as needed to complete the travel needed. They may not make Expedia aware of the accommodation provided, when they are providing it while working directly with their passengers on location. Expedia did not receive a schedule change or other notification from the airline.
We are sorry to hear that the customer also experienced issues with the private car transportation. We have passed the feedback provided by the customer to the vendor so that they can address the complaint with their driver. The customer may also contact the vendor at *** with any further feedback.
Expedia is a third party intermediary for travel suppliers such as airlines and transfer companies. Refund policies for items come from the travel suppliers and Expedia cannot supersede the suppliers. While we regret to hear that the customer was dissatisfied with portions of the service provided by the vendors, monetary compensation is not available.
As a gesture of goodwill, Expedia added a coupon for up to $50.00 off a future prepaid hotel or hotel package, booked within the customer’s account, within the next year. Terms and conditions apply and may be reviewed in the customer’s account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I have successfully booked the hotel for 12 times and the flight for once on Expedia in the past five months. I enjoyed my experiences with Expedia until I booked a flight for my wife recently.
I bought a series of plane tickets through Expedia APP for my wife. This would bring her from Beijing, China to Oklahoma City, USA on Nov 28, 2019. Itinerary # ***. The first part of the flight is from Beijing to Dallas. And the second part of the flight is from Dallas to Oklahoma City.
When I was browsing the APP, the total duration of the two parts of the flight is 14 hours and 21 minutes. Therefore, I stored the screenshot and send it to my wife to make a confirmation. We thought it is the shortest flight and booked the flight at once.
However, when I recently browsed my order a few days later, the Expedia system showed that there is a one day stop in Dallas, that is to say, the total duration of flight is changed to 38 hours and 21 minutes. I am so confused about this result. I double-checked my screenshots of the APP, and I am sure that Expedia APP made a mistake and showed me the wrong information about the flight.
I communicated with the agent of Expedia and email the screenshot to the agent. However, I was told that they would not help us to change my wife’s flight to the shortest flight. And I was told that I will be charged $285.32 for cancellation and re-book the flight with now higher price.
I think it is unfair that customers booked the flight which is showed with wrong information. I ask for a new shortest duration time flight in Dallas, or a compensation fee for one day stay in the hotel of Dallas and delay of work.
Expedia.com Response
• Nov 13, 2019
November 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. is seeking compensation in form of an exchange or hotel accommodation caused by the flight duration.
On October 31, 2019, Mr. or an authorized user to the account self-booked on Expedia’s Mobile site, under itinerary ***. Travel is with ***, traveling from Beijing, China to Oklahoma City, OK USA departing on November 28, 2019, for a total of $479.65.
On November 6, 2019, Mr. contacted Expedia and stated that he specifically saw a duration time of 14 hours and 21 minutes rather than the duration time of 38 hours and 21 minutes, on the arrival flight. By using a tool which allows us to see the customer’s booking confirmation, Expedia reviewed Mr.’s emailed itinerary which confirmed our site provided the total duration of 38 hours and 21 minutes. In addition, Expedia established that Mr.’s confirmation was viewed under the (24-hour), courtesy cancellation window on October 31, 2019.
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. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a (exchange) to his flight at no cost unless approved by the airline and must adhere to the airline’s change policy.
Furthermore, by selecting to complete this booking Mr. acknowledges that he read and accepted *** Restrictions and Expedia’s Terms of Use.
*** Change and Cancellation Policy (24 hours after booking): Tickets are refundable minus a penalty fee of $285.29 per ticket or a fee of $142.65 per ticket is charged for itinerary changes.
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.
Upon receipt of Mr.’s Revdex.com complaint, on November 12, 2019, Expedia discovered that shortest (***) flight duration provided for travel from Beijing, China to Oklahoma City, OK USA departing on November 28, 2019, is 32 hours and 20 minutes listed on our website. In regards to a screenshot provided by Mr., it’s regrettably not legible in Chinese and cannot be translated.
As a courtesy, Expedia issued a $100.00 Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid on the booking (subtotal) for up to one year from the date of issue and is immediately accessible within his account.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Corporate Correspondence Team
Melanie A
Customer Response
• Nov 13, 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.
Warning about the insurance!! Only can be used one time per person, per ticket... I know it doesn’t say that anywhere but it does apply when it comes down to it. Then when you pay another $250 out of pocket to get to your destination, they cancelled the return flight because you missed the first one... even though you paid for it. Therefore you’ll be stuck there. Last time I do bundled deals, go direct!!
I WISH I COULD GIVE THEM NO STARS BUT LUCKY FOR THEM YOU HAVE TO CLICK ON AT LEAST 1 STAR. I HAVE BEEN A TRUE LOYAL CUSTOMER FOR YEARS WITH THEM AND KUST YESTERDAY THEY WOULDNT BOOK A FLIGHT FOR MY DAUGHTER CAUSE SHE WAS A MINOR AND I HAVE ALREADY BOOKED MY FLIGHT. THE AGENT ADVISED ME THAT I HAVE PURCHASED A CANCELLATION POLICY AND THAT I COULD CANCEL MY PREVIOUS FLIGHT, GET REIMBURSED FOR THAT FLIGHT AND BOOK A NEW ONE WITH HER AND I. I AGREED. *** MISTAKE. THEY WOULDNT REIMBURSEMENT MY MONEY AND TOLD ME I WAS AT A LOST FOR MY FLIGHT FROM *** AND MY OTHER FLIGHT FROM *** WOULD GET CREDITED WHICH ONLY COST ME $153.00 BUT I WOULD HAVE TO PAY *** $200 TO USE MY CREDIT OF $153.00 PLUS THE DIFFERENCE OF THE FLIGHT. WTF!! ITS COST MORE POLICY FOR *** POLICY OF CANCELLATION.
IN TOP OF THAT THE IT AGENT BOOKED THE WRONG FLIGHT AND ***URED ME THAT THE FLIGHT WAS THE SAME AS I BOOKED PREVIOUSLY. WHEN I RECEIVED MY EMAIL CONFIRMATION I CALLED THEM BACK AND THEY TOLD ME THEY COULDNT CANCELL THE FLIGHT. SO NOW IM STUCK WITH THIS *** FLIGHT I DIDNT WANT AND MONEY LOST OUT OF MY POCKET. FUNNY IM FLYING IN THE SAME FLIGHT FROM *** THAT WAS CANCELED AND I DID NOT GET MY MONEY REIMBURSED.
BUYERS BEWARE THIS COMPANY IS THE BIGGEST RIP OF EVER. THEY DONT CARE FOR LOYAL CUSTOMERS. THEY LIE AND DECEIVE PEOPLE. THEY CANT ISSUE NO REFUNDS OF THERE OWN. DONT GET THERE INSURANCE OR ANY OTHER *** THEY HAVE. HELL DONT EVEN USE THEM.
THEY HAD ME ON THE PHONE FOR NEARLY 2.5 HRS GOING THRU SUPERVISORS AND WHAT NOT. THEY DID AN INVESTIGATION AND AT THE END OF THE DAY THEY ARE GOING TO COVER THERE ***!!
IM NOT ONE TO BLOG NEGATIVE REVIEWS BUT THIS ONE HAS TO BE HEARD FOR THE CONSUMERS DONT GET TAKEN LIKE I GOT TAKEN!!!
RESPECTFULLY,
***.
I have had to make a change on my reservations with Expedia twice in the last 6 months. Both the times the CS rep made the change and confirmed verbally that there is no change in price of the itinerary. However, first time when I went to collect my rental car, they said that there was no change made to the reservation in their records and that the change would cost $350 more. The 2nd time I called back to confirm the changes and they said that the price of the hotel is different. Both time even though I confirmed with the rep multiple times about any price change and they assured that there is none, they were lying and I was expected to pay more. This seems to be a fraudulent behavior that Expedia is using with their Gold customers.
Expedia.com Response
• Nov 12, 2019
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 $450.00. $350.00 on the rental car and $100 back on the hotel reservation.Our records indicate on April 28, 2019, Ms. or an authorized user of the Expedia account, booked a six day rental car with ***, picking up on June 15, 2019 and returning on June 21, 2019 via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 3, 2019, Ms. called in and advised that *** charged her 1000.88CAD instead of 767.06CAD. Our representative called *** and they advised to have the customer call customer service the following day at 9 am central time. Our representative was calling to find out if *** charged her any extra. Ms. insisted the upgrade was for free.
Our records also indicate on August 23, 2019, that Ms. or an authorized user of the Expedia account, booked a package four night hotel reservation at the ***, checking in on December 31, 2019 and checking out on January 4, 2020 via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on November 7, 2019, Ms. called in wanting to change the check-in and check-out dates. Our representative called the hotel to see if the changes could be made. The hotel made the change in their system to the reservation for December 31, 2019 through January 4, 2020 and sent an email to the email address on file. The customer contacted Expedia again because he wanted to get an email with the changes and get receipt stating no change fee was applicable. Our representative advised there was no way to email the update since the changes were made directly with hotel. Our representative advised there was a $72.00 price difference and he asked for a manager. The manager took the call over and was advised they had not been advised of an increase of cost for the date change. The manager advised that Expedia would issue a refund for $104.38, the amount that had been charged. Ms. gave another card to refund after advising the original card was no longer open and the refund of $104.38 was issued to that card. An email was sent advising the refund was issued to *** card ending ***.
After further review on November 8, 2019, Expedia contacted ***. *** advised the rental location was one of their premium location and they charge 15.61% for renting from that location. *** advised they charged 877.05CAD plus the upgrade cost of 180.00CAD (30 a day), taxes and fee’s 47.66, 36.03 and 6.16CAD. Advised the original reservation was for a minivan it was upgraded to a Yukon SUV. They also mentioned a traffic violation of 278.52CAD was included with their bill. May we suggest, if Ms. has any further questions in regards to the *** billing that she contact *** at 888-534-8107.
In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide: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 above Expedia is not able to honor Ms. 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
I bought a traveling package with Collision Damage Plan at Expedia but when I arrived at Iceland the rental car "***" said the Collision Damage Plan I bought in The US at Expedia was not valid in Iceland. They sold me a plan totaling $139.52 with 24% VAT (total 173 Euro). They told me if I didn't buy this and if anything happened I am completely responsible and weather in Iceland is unpredictable. She also showed me an alert in her computer that there will be a sand storm within the next 2 days of our vacation. I had no choice but to buy their plan in Iceland. When I went back to The US I reported to Expedia and they said "we have contacted *** regarding your refund request for Collision Damage Plan, and we were advised that they have honored our insurance on this reservation. Due to this case, we are unable to process your request."
I can't believe that they do business like this if they honored my Collision Plan I wouldn't have had to buy another plan in Iceland. I have receipts that I bought a Collision Damage Plan with Expedia in The US and Collision Damage Plan with *** in Iceland.
Expedia.com Response
• Nov 13, 2019
November 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his car reservation. We understand Mr. is requesting a refund for the Collision
Damage Waiver as the car rental did not accept the protection upon picking up his rental car.
Our records indicate that on July 31, 2019, Mr., or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website, under itinerary ***. Travel
was with ***, with the flights were scheduled to depart from Newark, New Jersey USA, to Reykjavik, Iceland on October 24, 2019 and return on October 28, 2019. Staying at the Hotel
***.
Upon review of Mr.’s complaint, we researched the issues brought to our attention. And reviewed the rules and restrictions of *** rental car on your confirmation email which states:
·Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental.
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
do not own or operate any car rental agencies, nor do we set any policies related to refunds.
·The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are unable 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,
Dez M
Corporate Correspondence Team
Customer Response
• Nov 14, 2019
Complaint: ***
I am rejecting this response because: The car rental company "***" in Iceland did not honor my insurance, their representatives literally told me that my insurance that I purchased with Expedia was not valid in Iceland and I would therefore have to purchase additional insurance. I have receipts for both purchases and would just like to refunded on at least one of them because once again my insurance with Expedia was not honored.
The short version is Expedia charged my credit card, never placed a reservation and is now refusing to refund the money. I booked a rental car through Expedia.com. Upon booking they charged my credit card the $200 for the week long rental. When I arrived at *** in Los Angeles on 10/26 to pick up my car, they informed me that there was no reservation on file. *** showed me their computer screen when they tried searching for both my name and the confirmation number Expedia provided and nothing came up. They also informed me that this had happened to four other people that day who had booked through Expedia. I called Expedia and spent 2 hours on the phone trying to get them to either book a car or refund me my money so I could book directly through ***. They said they needed to speak to the manager at *** rental. When I offered to put her on the phone, Expedia said they needed to call them directly. I informed the Expedia agent that this *** location did not have any phones and the only way to speak to someone there would be to use my phone. Expedia said that went against their protocol and could not. The Expedia rep then tried to call “their number on file for ***” and said they could not get ahold of anyone. As *** was about to rent out the last car I was forced to book a car right then and there, essent. When I informed the Expedia agent of this they said to email them the receipt from the booking and they would refund me the original charge from weeks earlier. I have emails from them as evidence in addition to screen shots of our phone conversation(length and phone number used). I waited 11 days and never received a refund. When I called today they said they have no record of our phone conversation or emails from that day and as the rental period has come and gone they cannot refund the money. Essentially they stole my money having never performed the services(reserving a rental car) it was paying for.
Expedia.com Response
• Nov 07, 2019
November 7, 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 car. We understand *** is requesting a refund.
Our records indicate on October 12, 2019, ***, or a person authorized for the Expedia account, booked a prepaid car with *** for six nights with pick up on October 26, 2019.
October 26, 2019 the customer stating were unable to pick up the car at *** and the *** representative told her they couldn’t find the reservation. We contacted *** to advocate on behalf of the customer. Our call was routed to voicemail and were unable to speak to anyone at the location.
November 6, 2019 a full refund was provided for the reservation. We were unable to confirm with the vendor whether the reservation was available or not. The refund time frame varies based on the processing time of the credit card company
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.
my flight was cancelled at 6am, this was 30ish hours before my flight. Expedia refuses to acknowledge or rebook my flight. I have been talking to them for 7 hours. I missed work trying to resolve this. the rebooking flights are being taken by people who are actually getting help. I cant even leave my computer because of all these chats and my landline trying to resolve this
I cant go to the restroom or take my dog to the restroom or work
Expedia.com Response
• Nov 07, 2019
November 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting new flights and compensation.
Our records indicate on September 12, 2019, ***, or a person authorized for the Expedia account, booked roundtrip flights with *** traveling from Dallas, TX, USA to Tel Aviv, Israel, departing on November 7, 2019 and returning on November 20, 2019. The outbound flight was with *** Airlines and the return flight was with ***, on the *** ticket ***.
On November 6, 2019 the customer chatted with Expedia Customer Service advising that they worked with *** Airlines regarding an airline initiated schedule change for the November 7th flights. The customer said she received new flights from *** Airlines and wanted to confirm her flights with ***.
*** Airlines exchanged the portion of the *** ticket that was operated by them. *** Airlines provided the customer new flights with *** for November 7th and issued a new ticket, number ***. The *** flights were still confirmed on ticket ***.
Expedia contacted *** on the customers behalf with their confirmation request. They verified that their flights were still confirmed and no action was needed.
The customer called stating that she was looking at the *** Airlines website and the flights appeared to be canceled. The *** Airlines website only provided information on the flights provided by *** Airlines. Expedia checked the *** website and found that it contained flights with *** being pro9vided by *** Airlines on ticket ***.
The customer called again and the same information was reiterated. The first chat was documented at 1:22 PM PST. The calls were documented at 2:00 PM and 2:03 PM.
At the time the customer contacted Expedia she had already made the exchange with the airline directly. Expedia address the customers concerns regarding flight confirmation. Expedia will not be able to offer compensation due to a schedule change.
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 08, 2019
Complaint: ***
I am rejecting this response because: false information. My first contact was not at 1pm or after my flights were resolved. My first contact was around 7am and continued the entire day until around 5pm when someone rebooked me on a flight that caused me to miss an additional day of work. Plus the day of work I missed being on the phone and chat with Expedia.
I booked a flight and hotel to New Orleans, LA through Expedia.com. During my stay at the hotel there were several major issues and inconveniences which included cockroaches in the hotel room and issues with plumbing that caused toilet water to overflow and spread across the carpet in the room. Upon checking out of the hotel I was informed I needed to contact Expedia for a refund request since I booked through them. The week following I spent countless hours on the phone and on an online chat with Expedia to try to get a refund processed. They stated they could not reach the hotel and my refund was denied. I took it upon myself to contact the hotel and conversed, via email, with the front desk manager who stated a refund would be issued for two nights. The manager simply requested a contact at Expedia to ensure the refund was processed correctly. Expedia refused to give me a contact for the manager, they claimed no direct phone lines or emails exist at the company. Furthermore, Expedia refused to accept the forwarded email from the hotel manager and told me that I had to wait as they looked into the matter. To reiterate the issue and complaint, Expedia refuses to process a refund that I have proof of the willingness of the hotel to process it.
Expedia.com Response
• Nov 07, 2019
November 7, 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 $637.99.
Our records indicate on January 8, 2019, Ms. or an authorized user of the Expedia account, booked a package reservation for two with roundtrip flights departing on October 24, 2019 from Chicago, IL to New Orleans, LA and returning on October 28, 2019; a four night hotel stay at the ***, New Orleans; roundtrip airport transportation and the Vacation Waiver via itinerary ***. A confirmation email was sent on January 8, 2019 it was opened and reviewed four times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on October 28, 2019, Ms. called in advising displeasure about the hotel that they are staying in, but since it was a package booking our representative transferred to the non-lodging department and acknowledged the customers complaint. On October 30, 2019, Ms. advised that she was moved twice in the four days that she stayed at the hotel. The first move was due to cockroaches in room and the second was because the toilet was broken, and water was all over the floor of the room. Our representative emailed the hotel requesting compensation. From October 30, 2019 through November 5, 2019, there were numerous communications from Ms. advising of the problems she experienced at the hotel and inquiring on the refund status. Expedia responded to the communications advising we were waiting for the hotel response regarding the refund. Ms. emailed a copy of the hotel advising her they would authorize two nights to be refunded. On November 5, 2019, Ms. called in to speak with a supervisor. Her call was transferred, and the representative reviewed the details on the account and issued a refund for $508.96 based on the hotel authorization in the text they sent to Ms.. Ms. was sent an email advising she had been refunded.
After further review on November 7, 2019, Expedia was able to review the details of the notes on the account and calculated the amount of the refund. The hotel authorized a two-day refund which had been issued for $508.96. Expedia calculated the amount and the refund in total should have been $638. Since the first refund amount was incorrect, Expedia issued an additional refund for $129.04. The refund will appear on the original card that was charged in three to seven business days. In addition, a refund receipt has been emailed 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 FCorporate Correspondence Team
Customer Response
• Nov 07, 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. While this is now resolved it is awful that it took a complaint to Revdex.com and multiple attempts on my behalf in order to actually receive a response from Expedia.
Sincerely
Expedia.com Response
• Nov 18, 2019
November 18, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. had not received the refund as advised in our last response.
We are again responding to Ms. complaint regarding the hotel experience. On November 7, 2019, Expedia was able to review the details of the notes on the account and calculated the amount of the refund. The hotel authorized a two-day refund which had been issued for $508.96. Expedia calculated the amount and the refund in total should have been $638. Since the first refund amount was incorrect, Expedia advised that they issued an additional refund for $129.04. It has been reviewed and the refund was not applied to the account. Expedia has issued a refund for $129.04 to *** card ending ***. The refund will appear in three to seven business days. In addition, a refund receipt has been emailed to the email address on file.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
Customer Response
• Nov 21, 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.
My wife booked a hotel in New Orleans, LA for the night of Friday, November 8, 2019 through the Expedia.com website. The website stated that if the reservation was prepaid then it would be refundable If canceled. The event we were going to was canceled due to a building collapse so we no longer were able to go. Tried to cancel the reservation and was told that the email they sent to confirm stated that it was non-refundable and that they would not refund our money cause they were still having to pay the hotel. We did not receive this email until after we had already paid with the understanding that we would be able to cancel and not lose $150 for something we have no control over. The operator was very unhelpful although she did maintain her composure while I was trying to grasp the bait and switch that had just taken place.
Expedia.com Response
• Nov 13, 2019
November 13, 2019
Revdex.com
Expedia – DuPont, WA
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund.
We understand from *** complaint that Expedia’s website stated that his hotel reservation was prepaid and refundable.
Our records indicate that on October 3, 2019, Mr. or an authorized user of the account booked a non-refundable, hotel stay online via Expedia.com, at the ***, checking in on November 8, 2019, and checking out on November 9, 2019, under itinerary ***.
Upon receipt of *** complaint, we investigated the issues which were brought to our attention. We can confirm that the following Terms and Conditions were provided at the time of purchase.
· 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 makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details, including disclosures regarding the refundability / non-refundability of hotel bookings on several pages for review prior to booking completion, including the final payment screen.
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. In this case the ***. We do not own or operate any hotels.
In addition, at the time of completing his booking on our website, he agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 unable to honor *** refund request. Again, 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 1 Room King Suite (separated living space) for 1 night from Expedia at a rate of 345.00 at *** downtown Greenville, SC (East *** Street). Notes were even placed in my reservation noting that the room HAD to be separated due to another individual staying overnight in the suite. Upon arrival to the hotel, I was told that particular room was not available AND that Expedia often markets a room KNOWING it is not available. I ended up with a 1 bedroom suite open at the rate of a 1 Room King Suite. The hotel was not able to provide additional assistance and unfortunately my guest were left with no room! And had to relocate numerous miles from our event. The entire weekend was ruined due to false advertising! If a room is not available it should NOT be listed on the site PERIOD!
Expedia.com Response
• Nov 05, 2019
November 5, 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 full refund, since they did not receive the room that they reserved and paid for.Our records indicate on October 21, 2019, Ms. *** or an authorized user of the Expedia account booked a one-night reservation at the *** by ***, checking in on November 2, 2019 and checking out on November 3, 2019 via ***.
Upon receipt of Ms. ***’ complaint, we investigated the issues which were brought to our attention. We can confirm there have not been any calls or complaints into Expedia regarding the reservation. Expedia contacted the hotel and spoke with the Assistant General Manager, we advised that Ms. stated she was told by the hotel staff that “Expedia often markets a room knowing it is not available”. He was able to confirm the reservation for the one-bedroom suite and agreed to process a full refund less the restaurant charges to the original Mastercard that they charged. The refund should appear within three to seven business days.
Please accept our apologies for any inconvenience that was experienced and understand that Expedia books their reservation based on the hotel’s allocations. Expedia works from live inventory and is not able to create a reservation if it is not in the system.
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 05, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that the apology and refund minus restaurant fees to be satisfactory.
Expedia is correct no call were made to Expedia. Attempts were made to resolve the issue with *** customer service, who only advised that I shouldn’t have used a 3rd party.
Thanks to Expedia for the prompt reply and timely resolution.
DO NOT USE EXPEDIA. Their online booking has false information and their customer service system is either ineffective or the business itself lies to customers. Based on my experiences, I would say that they are operating fraudulently. I hope my post can prevent others from having money stolen by Expedia.
I booked a hotel online for a funeral. There was either no statement that I was paying ahead or it was so hidden I was not aware. I am a well seasoned traveler, even when booking for a stressful event, I would have read terms and conditions. I did not take a screenshot of the booking so I have no evidence, but I do not believe the website stated what exactly I was booking.
Because the funeral was for my sister, I was going there to help arrange things, I did not have specific dates. By booking ahead, I was prevented from changing the dates, but of course I wasn't even aware I had locked myself in.
I ended up leaving a day earlier than the booking and on checkout is when I realized I had an issue. The hotel let me know I had to work with Expedia to get a refund for the day I did not use. Over the course of months, I had phone calls and emails back and forth with Expedia. They continue to send canned response emails telling me it required a waiver from the hotel, they contacted the hotel but the manager wasn't available. Each email said they would respond in 24 hours, they would never respond again. After I contacted them again, they would close my case telling me the hotel refused the refund waiver. This has happened over and over and over again.
I have had phone calls and emails with the hotel, I know they approved my waiver. However, Expedia continues to claim they try to contact the manager and cannot get through and then they claim the manager refused my waiver. As I said, Expedia's customer service system is either completely useless or the company is behaving fraudulently. I will never use them again and would highly discourage all others from using their services.
I went on expedia to rent a room in belgium for 1 night. When I looked on Expedia sight, it said hotel was 6 miles from the airport and there was transportation from hotel to airport. We arrived in Belgium late and called them to find out, hotel was 20 miles away and they would not provide any transportation. This was false advertisement on Expedia's part. we could not stay in that hotel in a foreign country.
Expedia.com Response
• Nov 05, 2019
November 5, 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 $142.26.
Our records indicate on October 14, 2019, Ms. or an authorized user of the account booked a one-night hotel reservation at the ***, checking in on October 20, 2019 and checking out on October 21, 2019, via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm from October 25, 2019 through November 4, 2019, there were numerous email communications from Expedia to Ms., advising that we were trying to get an answer from the property regarding refunding the reservation. Expedia emailed the property advising the guest stated she would like a refund because the hotel is almost 20 miles away from the airport and there was no airport shuttle. The hotel replied advising they would not authorize refunding the reservation since they were not called, and the reservation was marked as a no show. On November 3, 2019, our representative noted the reservation was booked because the hotel was supposed to be six miles away from the airport and was supposed to have an airport shuttle. Upon confirming the details of the hotel, the airport is 19.5 miles away and there is no airport shuttle service. Ms. advised she didn't stay at the hotel.
After further review on November 5, 2109, Expedia called the hotel and confirmed that they do not have an airport shuttle, they advised they use a cab service. Reviewing the details of the hotel the airport is 19.5 miles away. Expedia was not able to verify in the hotel details where it listed the hotel was six miles from the airport. As a one-time courtesy Expedia issued a refund for $142.26. The refund will appear on the original card that was charged in three to seven business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I recently spoken with a Expedia manager by the name of Karen over the phone and she was supposed to cancel and refund me my trip how ever she was awful In doing so. She canceled my trip and instead of refunding anything she went and demanded my card number so that she could “refund” me and instead of her refunding she went ahead and charged the card an additional 50$ which caused my account to be negative and than refused to even refund anything and than after a while just hung up on my and than when I called back the rep I spoke to laughed and said I might be able to assist you with this matter
Expedia.com Response
• Nov 06, 2019
November 6, 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 Mr. *** Revdex.com case number *** regarding being refunded for $350.00.
Our records on August 4, 2019, Mr. an authorized user of the Expedia account purchased a 5-night Mexico Cruise from San Francisco (Roundtrip) Cruise, embarkation on March 23, 2020 and disembarkation on March 28, 2020 via itinerary ***. A confirmation itinerary was emailed to the email address on file on August 4, 2019, it was first opened on August 4, 2019and reviewed 4 times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 20, 2019, the passenger called to cancel the cruise due to a death. The cruise line was closed, and he advised he would call back when the cruise line is open to try to get the $300.00 penalty waived. On November 4, 2019, Mr. called numerous times to cancel. On of of the calls our representative was unable to hear and ended the call and when Mr. was called back there was no answer; the representative left a voicemail. On another call our representative advised the cruise line would not make any exception. Mr. advised his cruise was cancelled because of a death in his family in Egypt and he stated he could not get documentation since no one was in his house in Egypt. Our representative advised him when he gets the documentation to send it to ***. Our representative asked if a family member could send him the documentation or he could call his Embassy. Mr. was charged $50 per person cancellation fee and $200 Future Cruise Credit was issued along with a $50 one-time courtesy refund. Mr. was not happy with the explanation that the cruise line was charging the penalty and would not give him his money back. Mr. wanted his money back and doesn’t want the $200 future cruise credit. Mr. advised the refund of $50 caused his account to be overdrawn. Mr. requested that we pay for the overdraw in the amount of $340.00. Our representative declined to pay the overdraft. Mr. became upset and disconnected the call.
After further review on November 6, 2019, Expedia has been able to verify the initial deposit was $300, when the reservation was requested to be cancelled the cruise line charged $50 person. The $50 per person penalty was retained by the cruise line and the remaining $200 became a future cruise credit with the cruise line. On November 4, 2019, our representative as a one-time courtesy issued a refund for $50.00.
Based on the above Expedia is not able to honor Mr. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
My sister *** and I booked a trip to Miami, Florida from July 29 to August 1. We decided to cancel the trip due to reports of an infestation of seaweed/poor water quality. Being a registered nurse, I did not believe this would be conducive to our health. We both bought the travel insurance for 23 dollars. My sister *** received her refund but my claim was denied. How is it possible for my sister to receive a full refund and for me to be denied my refund?
Expedia.com Response
• Nov 06, 2019
November 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation. We understand that the customer is seeking a refund of $344.59, which includes the flight insurance plan.
On May 28, 2019, Ms. or an authorized user to the account self-booked on Expedia’s Mobile site, under itinerary ***. Travel was with ***, traveling from New York, NY, to Miami, FL, departing on July 29, 2019 and returning August 1, 2019. The flight reservation includes a Travel Protection Plan, administered by ***.
On July 12, 2019, Ms. contacted Expedia for cancellation assistance utilizing her insurance plan. Regrettably, Expedia cannot submit a claim on a customer’s behalf. Therefore, we provided Ms. with ***’s contact details listed (below) as part of the (disclosed) terms and conditions post cancellation.
See the following hyperlink and contact details for the Travel Protection Plan:
***
***
***
***
Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and *** and is subject to the rules and restrictions of those providers. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the Airline Restrictions and Expedia’s Terms of Use.
Basic Economy Fare Rules:
Airline assigns seats
Bring a carry-on bag
Pay to bring a checked bag
*No refund 24 hours after booking
*Changes not allowed
*Nonrefundable
*No Flexibility Policy
Bring a personal item
Upgrades not allowed
Board in the last group
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.
In respect of the customer's mention of her sister's booking with Expedia, while we cannot discuss another customer's itinerary information without their consent, we can confirm that the bookings were not the same in nature. The differences consist of: booking components, airline carriers and travel protection coverage's. As such, the provided resolution applies to the terms and conditions associated with Ms. reservation." She purchased a specific protection plan, which she may discuss, its restrictions directly with the provider, Travel Guard.
On November 5, 2019, Expedia contacted ***, to advocate on Ms. behalf by submitting a refund inquiry. Therefore, she may check the status of that (inquiry) within the next (14) days by using the following hyperlink below:
https://prefunds.aa.com/refunds/
While we regret Ms. experience was not as we would have hoped due to the information provided above Expedia is not able to honor her refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
We went through Expedia to rent a place for one night in Ft.Lauderdale Florida.We paid full price for this place called *** ,Close to everything House..We were told by Expedia to notify property manager 24hrs ahead but we were unable to get a hold of anyone using the number Expedia gave us n so We called Expedia who said they were unable to het a hold of them n the sent email no response..I called several time to Expedia each time we had to wait over an hour on the phone for them to tru to contact property owner.They asked where I got the phone number n we told them we got from them n also the Expedia App n we messaged the owner sevetal times n no response.We then asked to cancel since we were unable to get a hold of Property owner and no way to get into property the next day..They refused to give full refund due to less than 24hrs policy.We explained not our fault since no property owner response to give access to home we didn't want to not have a place to stay..So they said they would email them to waiver and then they got a response n the property owner denied.The property owner never responded to me nor Expedia except to refuse refund which was their fault in not contacting us to so we can have access to the property..We want our full refund n they need to not advertise n take people money for a place you can't stay.I do believe this is fraud..
Expedia.com Response
• Nov 07, 2019
November 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is seeking a refund of $204.71, which includes the protection plan for canceling while inside (penalty).
On October 16, 2019, Ms. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with *** Close to everything in FLL, Fort Lauderdale, FL for a check in on November 1, 2019 and check out on November 2, 2019, for a total of $393.42.
Our records indicate on October 31, 2019, Ms. contacted Expedia to reconfirm the check-in instructions. We contacted the hotel to advocate on Ms. behalf by requesting the (special instructions) confirmation. Regrettably, the property responded on November 1, 2019; post cancellation advising that instructions were sent on October 30, 2019. Therefore, a full refund was declined, and a partial penalty was applied see the following restrictions listed below:
Cancellations or changes: Made after 6:00 PM local hotel time, Friday, October 25, 2019 is subject to a hotel fee equal to 50% of the total amount paid for the reservation. 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
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. However, we rely on our hotel providers to supply up-to-date and accurate information, so we may post this information on our website. Nevertheless, taking into account Ms.’s experience as a gesture of goodwill we issued a refund in the amount of $204.71, back to her original form of payment, which was processed on November 7, 2019. The time it takes for the refund to post depends upon her bank generally taking three to seven days.
On November 7, 2019, Expedia reached out to *** Close to everything for documentation regarding emailed instructions. The property was unable to honor our specific request prompting Expedia to contact the liaison that oversees the property to share all of the information that Ms. mentioned within her (“Revdex.com”) complaint.
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 09, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked two identical plane trips to Vegas on their site less than 30 minutes apart and one was over $100 more in price.
Expedia.com Response
• Nov 05, 2019
November 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding two nonrefundable flight reservations. We understand that the customer is seeking compensation based on a price increase on the second itinerary.
On November 2, 2019, Ms., or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel is with *** from Chicago, IL to Las Vegas, NV, departing on January 16, 2020 and returning on January 20, 2020, for (basic) economy tickets at a total of $789.20.
On November 2, 2019, Ms., or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel is with *** from Chicago, IL to Las Vegas, NV, departing on January 16, 2020 and returning on January 20, 2020, for economy tickets at a total of $889.20.
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. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot prevent (price) increases as Expedia has no control over availability.
Expedia’s Terms of Use and *** Restrictions, which were agreed to by Ms. at the time of booking, expressly states:
Terms of use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Under Itinerary: ***
Basic Economy
Airline assigns seats
Bring a carry-on bag
Pay to bring a checked bag
*No refund 24 hours after booking
*Changes not allowed
Bring a personal item
Upgrades not allowed
Board in the last group
Non-refundable
*Changes not permitted.
Under Itinerary: ***
Main Economy
Changes Permitted:
Charge $200.00 for reissue.
*NOTE - Please read from each confirmation the complete penalty rules for changes
and cancellations applicable to these fares.
On November 2, 2019, Ms. contacted Expedia to request a refund under itinerary ***, for the increased value of $100.00. However, as explained above to Ms. (basic) economy tickets are typically priced lower than main economy. Therefore, we advised Ms. that prices and availability are subject to change and a refund is not warranted.
Nonetheless, On November 2, 2019, as a courtesy Expedia processed a refund $100.00, the time it takes for the refund to post depends upon Ms.’s bank. 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.
Unfortunate this has happened: Called to book a room in Nashville for the weekend and within hours of said reservation/booking, the world of legal nonsense took over. Called with a different hotel price and asked for them to match that price and was met with, after the fact explanations of what non-refundable and cancellation terms and conditions are. I then cancelled this reservation/booking and was abruptly met with a claim which stated I was responsible for the entire cost of the reservation/booking $500.00, customer service then claimed they were going to contact the hotel to straighten this out with no results, only to leave me twisting in the wind for the $500 dollars! I filed a non-payment dispute with the bank (ongoing). To be clear, some fee to cancel is acceptable, attempted armed robbery or outright attempted theft is not a feel good from this experience with Expedia.com. Lost me as a customer for good with this shady, unacceptable situation.
Absolutely the worst customer service. I was supposed to get a refund on 2 occasions and both times had ti deal with several time wasting calls to a call centre in Egypt. Never got the refund which was promised. In contrast, I found *** customer service absolutely fantastic. Never going to Expedia ot the many other agencies they own again. Big company little or no care for their customers.
***.
Why hasn't my review been posted on an hotel. They had no power the entire time we stay there. You sold us a hotel with no power and did not give us our full amount back. We ended up leaving early. We want our review post and OUR MONEY BACK NOW! Itinerary
November 10, 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 August 21, 2019, ***, or a person authorized for the Expedia account, booked a hotel reservation for one night with the *** with check in on August 22, 2019, for $245.19.
On August 24, 2019 the customer emailed stating that the hotel was losing power when they checked in, had power out during the night and requested a refund of the used reservation.
We contacted the hotel regarding the customer’s refund request but a refund was not approved.
When there are issues with an accommodation and a room cannot be used, Expedia provides 24 hour customer service to assist by advocating with the hotel or we can provide other services. When a reservation is used a refund may only be approved by the hotel.
Expedia is a third party intermediary for travel suppliers such as hotels. The terms and conditions, including policies on refunds or customer dissatisfaction complaints, are those of the hotel the customer elects to book with. Expedia is unable to override the hotels terms and conditions.
As a gesture of goodwill Expedia provided the customer with a coupon worth up to $100.00 off a future reservation booked with Expedia. The coupon was placed in the customer’s account and is used.
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
November 20, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
When an accommodation is booked and cannot be provided as required, Expedia has services available to assist customers in offering other accommodation comparable to what they booked. Refunds requests made after a stay is completed need to be approved by the property.
As previously advised, Expedia provided a goodwill future credit due to the dissatisfaction expressed post-stay.
Customers have an opportunity to provide a review of the hotel. There are multiple criteria that might prevent a review from being posted. If a review cannot be posted an email will be sent to the account email address to advise. There are many websites where reviews may be posted.
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
This does not make any sense what you said. I am a gold member and have been spending money with Expedia for years. I am a loyal customer. All I ask for a feedback to be posted, I did nothing wrong. The feedback was finally posted after I call 50 times, which makes no sense. I didn't get my full money back in compensated and I had to beg for credit. Hopefully you will improve in customer service or I will have to find another site to use for travel.
Complaint: ***
I am rejecting this response because:
Sincerely
I have been using Expedia in all my travel plans, and the most recent booking through their site was to Istanbul, Turkey for flights, Hotel and ground transportation. They set up our ground transportation with a Turkey local company: ***. What a vacation scare we had from the driving mannerism to being taken into city inner streets at 5 am in the morning and in an old vehicle and to add insult to injury, the driver thinks he was on a racing track (average speed 130 KM). To top it all , the connecting flight from Zurich to Washington was so close to the landing timing that we missed it and we had to go to a different gate and plane. We arrived to Washington and no luggage to be found so we continued back home to Detroit and we had to pick up our damaged luggage 24 hours later. Expedia is passing the buck and saying that they are the booking agent and they wouldn't do anything about my situation or compensate me for my poorly planned trip. My last correspondence with them on the phone was today 11/9/2019 at 10 am Eastern Time.
November 10, 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 flights and ground transportation. We understand *** is requesting a refund.
Our records indicate on September 17, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including roundtrip flights, hotel, ground transportation and vacation waiver protection.
The flights selected were with *** Airlines and *** Airlines, traveling from Detroit, MI, USA to Istanbul, Turkey, departing on October 22, 2019 and returning on October 29, 2019.
The ground transportation selected was with *** – ***, for private standard car, roundtrip from the airport to the hotel.
The customer contacted Expedia on October 30, 2019, post travel, advising that the airline had lost their luggage the prior day. The customer said they already made claims with *** for the lost luggage and had claim numbers provided by the airline. We contacted *** on behalf of the customer and provided the claim numbers of the airline. The airline advised that the luggage had been located already and was being delivered that day.
Airline schedules are determined by the airline. Expedia does not operate flights and we do not have control over the scheduling of flights or handling of luggage. At times airlines have schedule changes. When last minute schedule changes occur, airlines provide other accommodation as needed to complete the travel needed. They may not make Expedia aware of the accommodation provided, when they are providing it while working directly with their passengers on location. Expedia did not receive a schedule change or other notification from the airline.
We are sorry to hear that the customer also experienced issues with the private car transportation. We have passed the feedback provided by the customer to the vendor so that they can address the complaint with their driver. The customer may also contact the vendor at *** with any further feedback.
Expedia is a third party intermediary for travel suppliers such as airlines and transfer companies. Refund policies for items come from the travel suppliers and Expedia cannot supersede the suppliers. While we regret to hear that the customer was dissatisfied with portions of the service provided by the vendors, monetary compensation is not available.
As a gesture of goodwill, Expedia added a coupon for up to $50.00 off a future prepaid hotel or hotel package, booked within the customer’s account, within the next year. Terms and conditions apply and may be reviewed in the customer’s account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I have successfully booked the hotel for 12 times and the flight for once on Expedia in the past five months. I enjoyed my experiences with Expedia until I booked a flight for my wife recently.
I bought a series of plane tickets through Expedia APP for my wife. This would bring her from Beijing, China to Oklahoma City, USA on Nov 28, 2019. Itinerary # ***. The first part of the flight is from Beijing to Dallas. And the second part of the flight is from Dallas to Oklahoma City.
When I was browsing the APP, the total duration of the two parts of the flight is 14 hours and 21 minutes. Therefore, I stored the screenshot and send it to my wife to make a confirmation. We thought it is the shortest flight and booked the flight at once.
However, when I recently browsed my order a few days later, the Expedia system showed that there is a one day stop in Dallas, that is to say, the total duration of flight is changed to 38 hours and 21 minutes. I am so confused about this result. I double-checked my screenshots of the APP, and I am sure that Expedia APP made a mistake and showed me the wrong information about the flight.
I communicated with the agent of Expedia and email the screenshot to the agent. However, I was told that they would not help us to change my wife’s flight to the shortest flight. And I was told that I will be charged $285.32 for cancellation and re-book the flight with now higher price.
I think it is unfair that customers booked the flight which is showed with wrong information. I ask for a new shortest duration time flight in Dallas, or a compensation fee for one day stay in the hotel of Dallas and delay of work.
November 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. is seeking compensation in form of an exchange or hotel accommodation caused by the flight duration.
On October 31, 2019, Mr. or an authorized user to the account self-booked on Expedia’s Mobile site, under itinerary ***. Travel is with ***, traveling from Beijing, China to Oklahoma City, OK USA departing on November 28, 2019, for a total of $479.65.
On November 6, 2019, Mr. contacted Expedia and stated that he specifically saw a duration time of 14 hours and 21 minutes rather than the duration time of 38 hours and 21 minutes, on the arrival flight. By using a tool which allows us to see the customer’s booking confirmation, Expedia reviewed Mr.’s emailed itinerary which confirmed our site provided the total duration of 38 hours and 21 minutes. In addition, Expedia established that Mr.’s confirmation was viewed under the (24-hour), courtesy cancellation window on October 31, 2019.
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. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a (exchange) to his flight at no cost unless approved by the airline and must adhere to the airline’s change policy.
Furthermore, by selecting to complete this booking Mr. acknowledges that he read and accepted *** Restrictions and Expedia’s Terms of Use.
*** Change and Cancellation Policy (24 hours after booking): Tickets are refundable minus a penalty fee of $285.29 per ticket or a fee of $142.65 per ticket is charged for itinerary changes.
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.
Upon receipt of Mr.’s Revdex.com complaint, on November 12, 2019, Expedia discovered that shortest (***) flight duration provided for travel from Beijing, China to Oklahoma City, OK USA departing on November 28, 2019, is 32 hours and 20 minutes listed on our website. In regards to a screenshot provided by Mr., it’s regrettably not legible in Chinese and cannot be translated.
As a courtesy, Expedia issued a $100.00 Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid on the booking (subtotal) for up to one year from the date of issue and is immediately accessible within his account.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Corporate Correspondence Team
Melanie A
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Warning about the insurance!! Only can be used one time per person, per ticket... I know it doesn’t say that anywhere but it does apply when it comes down to it. Then when you pay another $250 out of pocket to get to your destination, they cancelled the return flight because you missed the first one... even though you paid for it. Therefore you’ll be stuck there. Last time I do bundled deals, go direct!!
I WISH I COULD GIVE THEM NO STARS BUT LUCKY FOR THEM YOU HAVE TO CLICK ON AT LEAST 1 STAR. I HAVE BEEN A TRUE LOYAL CUSTOMER FOR YEARS WITH THEM AND KUST YESTERDAY THEY WOULDNT BOOK A FLIGHT FOR MY DAUGHTER CAUSE SHE WAS A MINOR AND I HAVE ALREADY BOOKED MY FLIGHT. THE AGENT ADVISED ME THAT I HAVE PURCHASED A CANCELLATION POLICY AND THAT I COULD CANCEL MY PREVIOUS FLIGHT, GET REIMBURSED FOR THAT FLIGHT AND BOOK A NEW ONE WITH HER AND I. I AGREED. *** MISTAKE. THEY WOULDNT REIMBURSEMENT MY MONEY AND TOLD ME I WAS AT A LOST FOR MY FLIGHT FROM *** AND MY OTHER FLIGHT FROM *** WOULD GET CREDITED WHICH ONLY COST ME $153.00 BUT I WOULD HAVE TO PAY *** $200 TO USE MY CREDIT OF $153.00 PLUS THE DIFFERENCE OF THE FLIGHT. WTF!! ITS COST MORE POLICY FOR *** POLICY OF CANCELLATION.
T AGENT BOOKED THE WRONG FLIGHT AND ***URED ME THAT THE FLIGHT WAS THE SAME AS I BOOKED PREVIOUSLY. WHEN I RECEIVED MY EMAIL CONFIRMATION I CALLED THEM BACK AND THEY TOLD ME THEY COULDNT CANCELL THE FLIGHT. SO NOW IM STUCK WITH THIS *** FLIGHT I DIDNT WANT AND MONEY LOST OUT OF MY POCKET. FUNNY IM FLYING IN THE SAME FLIGHT FROM *** THAT WAS CANCELED AND I DID NOT GET MY MONEY REIMBURSED.
IN TOP OF THAT THE I
BUYERS BEWARE THIS COMPANY IS THE BIGGEST RIP OF EVER. THEY DONT CARE FOR LOYAL CUSTOMERS. THEY LIE AND DECEIVE PEOPLE. THEY CANT ISSUE NO REFUNDS OF THERE OWN. DONT GET THERE INSURANCE OR ANY OTHER *** THEY HAVE. HELL DONT EVEN USE THEM.
THEY HAD ME ON THE PHONE FOR NEARLY 2.5 HRS GOING THRU SUPERVISORS AND WHAT NOT. THEY DID AN INVESTIGATION AND AT THE END OF THE DAY THEY ARE GOING TO COVER THERE ***!!
IM NOT ONE TO BLOG NEGATIVE REVIEWS BUT THIS ONE HAS TO BE HEARD FOR THE CONSUMERS DONT GET TAKEN LIKE I GOT TAKEN!!!
RESPECTFULLY,
***.
I have had to make a change on my reservations with Expedia twice in the last 6 months. Both the times the CS rep made the change and confirmed verbally that there is no change in price of the itinerary. However, first time when I went to collect my rental car, they said that there was no change made to the reservation in their records and that the change would cost $350 more. The 2nd time I called back to confirm the changes and they said that the price of the hotel is different. Both time even though I confirmed with the rep multiple times about any price change and they assured that there is none, they were lying and I was expected to pay more. This seems to be a fraudulent behavior that Expedia is using with their Gold customers.
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 $450.00. $350.00 on the rental car and $100 back on the hotel reservation.Our records indicate on April 28, 2019, Ms. or an authorized user of the Expedia account, booked a six day rental car with ***, picking up on June 15, 2019 and returning on June 21, 2019 via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 3, 2019, Ms. called in and advised that *** charged her 1000.88CAD instead of 767.06CAD. Our representative called *** and they advised to have the customer call customer service the following day at 9 am central time. Our representative was calling to find out if *** charged her any extra. Ms. insisted the upgrade was for free.
Our records also indicate on August 23, 2019, that Ms. or an authorized user of the Expedia account, booked a package four night hotel reservation at the ***, checking in on December 31, 2019 and checking out on January 4, 2020 via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on November 7, 2019, Ms. called in wanting to change the check-in and check-out dates. Our representative called the hotel to see if the changes could be made. The hotel made the change in their system to the reservation for December 31, 2019 through January 4, 2020 and sent an email to the email address on file. The customer contacted Expedia again because he wanted to get an email with the changes and get receipt stating no change fee was applicable. Our representative advised there was no way to email the update since the changes were made directly with hotel. Our representative advised there was a $72.00 price difference and he asked for a manager. The manager took the call over and was advised they had not been advised of an increase of cost for the date change. The manager advised that Expedia would issue a refund for $104.38, the amount that had been charged. Ms. gave another card to refund after advising the original card was no longer open and the refund of $104.38 was issued to that card. An email was sent advising the refund was issued to *** card ending ***.
After further review on November 8, 2019, Expedia contacted ***. *** advised the rental location was one of their premium location and they charge 15.61% for renting from that location. *** advised they charged 877.05CAD plus the upgrade cost of 180.00CAD (30 a day), taxes and fee’s 47.66, 36.03 and 6.16CAD. Advised the original reservation was for a minivan it was upgraded to a Yukon SUV. They also mentioned a traffic violation of 278.52CAD was included with their bill. May we suggest, if Ms. has any further questions in regards to the *** billing that she contact *** at 888-534-8107.
In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide: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 above Expedia is not able to honor Ms. 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
I bought a traveling package with Collision Damage Plan at Expedia but when I arrived at Iceland the rental car "***" said the Collision Damage Plan I bought in The US at Expedia was not valid in Iceland. They sold me a plan totaling $139.52 with 24% VAT (total 173 Euro). They told me if I didn't buy this and if anything happened I am completely responsible and weather in Iceland is unpredictable. She also showed me an alert in her computer that there will be a sand storm within the next 2 days of our vacation. I had no choice but to buy their plan in Iceland. When I went back to The US I reported to Expedia and they said "we have contacted *** regarding your refund request for Collision Damage Plan, and we were advised that they have honored our insurance on this reservation. Due to this case, we are unable to process your request."
I can't believe that they do business like this if they honored my Collision Plan I wouldn't have had to buy another plan in Iceland. I have receipts that I bought a Collision Damage Plan with Expedia in The US and Collision Damage Plan with *** in Iceland.
November 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his car reservation. We understand Mr. is requesting a refund for the Collision
Damage Waiver as the car rental did not accept the protection upon picking up his rental car.
Our records indicate that on July 31, 2019, Mr., or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website, under itinerary ***. Travel
was with ***, with the flights were scheduled to depart from Newark, New Jersey USA, to Reykjavik, Iceland on October 24, 2019 and return on October 28, 2019. Staying at the Hotel
***.
Upon review of Mr.’s complaint, we researched the issues brought to our attention. And reviewed the rules and restrictions of *** rental car on your confirmation email which states:
·Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental.
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
do not own or operate any car rental agencies, nor do we set any policies related to refunds.
·The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are unable 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,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: The car rental company "***" in Iceland did not honor my insurance, their representatives literally told me that my insurance that I purchased with Expedia was not valid in Iceland and I would therefore have to purchase additional insurance. I have receipts for both purchases and would just like to refunded on at least one of them because once again my insurance with Expedia was not honored.
Sincerely
The short version is Expedia charged my credit card, never placed a reservation and is now refusing to refund the money. I booked a rental car through Expedia.com. Upon booking they charged my credit card the $200 for the week long rental. When I arrived at *** in Los Angeles on 10/26 to pick up my car, they informed me that there was no reservation on file. *** showed me their computer screen when they tried searching for both my name and the confirmation number Expedia provided and nothing came up. They also informed me that this had happened to four other people that day who had booked through Expedia. I called Expedia and spent 2 hours on the phone trying to get them to either book a car or refund me my money so I could book directly through ***. They said they needed to speak to the manager at *** rental. When I offered to put her on the phone, Expedia said they needed to call them directly. I informed the Expedia agent that this *** location did not have any phones and the only way to speak to someone there would be to use my phone. Expedia said that went against their protocol and could not. The Expedia rep then tried to call “their number on file for ***” and said they could not get ahold of anyone. As *** was about to rent out the last car I was forced to book a car right then and there, essent. When I informed the Expedia agent of this they said to email them the receipt from the booking and they would refund me the original charge from weeks earlier. I have emails from them as evidence in addition to screen shots of our phone conversation(length and phone number used). I waited 11 days and never received a refund. When I called today they said they have no record of our phone conversation or emails from that day and as the rental period has come and gone they cannot refund the money. Essentially they stole my money having never performed the services(reserving a rental car) it was paying for.
November 7, 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 car. We understand *** is requesting a refund.
Our records indicate on October 12, 2019, ***, or a person authorized for the Expedia account, booked a prepaid car with *** for six nights with pick up on October 26, 2019.
October 26, 2019 the customer stating were unable to pick up the car at *** and the *** representative told her they couldn’t find the reservation. We contacted *** to advocate on behalf of the customer. Our call was routed to voicemail and were unable to speak to anyone at the location.
November 6, 2019 a full refund was provided for the reservation. We were unable to confirm with the vendor whether the reservation was available or not. The refund time frame varies based on the processing time of the credit card company
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
my flight was cancelled at 6am, this was 30ish hours before my flight. Expedia refuses to acknowledge or rebook my flight. I have been talking to them for 7 hours. I missed work trying to resolve this. the rebooking flights are being taken by people who are actually getting help. I cant even leave my computer because of all these chats and my landline trying to resolve this
I cant go to the restroom or take my dog to the restroom or work
November 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting new flights and compensation.
Our records indicate on September 12, 2019, ***, or a person authorized for the Expedia account, booked roundtrip flights with *** traveling from Dallas, TX, USA to Tel Aviv, Israel, departing on November 7, 2019 and returning on November 20, 2019. The outbound flight was with *** Airlines and the return flight was with ***, on the *** ticket ***.
On November 6, 2019 the customer chatted with Expedia Customer Service advising that they worked with *** Airlines regarding an airline initiated schedule change for the November 7th flights. The customer said she received new flights from *** Airlines and wanted to confirm her flights with ***.
*** Airlines exchanged the portion of the *** ticket that was operated by them. *** Airlines provided the customer new flights with *** for November 7th and issued a new ticket, number ***. The *** flights were still confirmed on ticket ***.
Expedia contacted *** on the customers behalf with their confirmation request. They verified that their flights were still confirmed and no action was needed.
The customer called stating that she was looking at the *** Airlines website and the flights appeared to be canceled. The *** Airlines website only provided information on the flights provided by *** Airlines. Expedia checked the *** website and found that it contained flights with *** being pro9vided by *** Airlines on ticket ***.
The customer called again and the same information was reiterated. The first chat was documented at 1:22 PM PST. The calls were documented at 2:00 PM and 2:03 PM.
At the time the customer contacted Expedia she had already made the exchange with the airline directly. Expedia address the customers concerns regarding flight confirmation. Expedia will not be able to offer compensation due to a schedule change.
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: false information. My first contact was not at 1pm or after my flights were resolved. My first contact was around 7am and continued the entire day until around 5pm when someone rebooked me on a flight that caused me to miss an additional day of work. Plus the day of work I missed being on the phone and chat with Expedia.
Sincerely
I booked a flight and hotel to New Orleans, LA through Expedia.com. During my stay at the hotel there were several major issues and inconveniences which included cockroaches in the hotel room and issues with plumbing that caused toilet water to overflow and spread across the carpet in the room. Upon checking out of the hotel I was informed I needed to contact Expedia for a refund request since I booked through them. The week following I spent countless hours on the phone and on an online chat with Expedia to try to get a refund processed. They stated they could not reach the hotel and my refund was denied. I took it upon myself to contact the hotel and conversed, via email, with the front desk manager who stated a refund would be issued for two nights. The manager simply requested a contact at Expedia to ensure the refund was processed correctly. Expedia refused to give me a contact for the manager, they claimed no direct phone lines or emails exist at the company. Furthermore, Expedia refused to accept the forwarded email from the hotel manager and told me that I had to wait as they looked into the matter. To reiterate the issue and complaint, Expedia refuses to process a refund that I have proof of the willingness of the hotel to process it.
November 7, 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 $637.99.
Our records indicate on January 8, 2019, Ms. or an authorized user of the Expedia account, booked a package reservation for two with roundtrip flights departing on October 24, 2019 from Chicago, IL to New Orleans, LA and returning on October 28, 2019; a four night hotel stay at the ***, New Orleans; roundtrip airport transportation and the Vacation Waiver via itinerary ***. A confirmation email was sent on January 8, 2019 it was opened and reviewed four times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on October 28, 2019, Ms. called in advising displeasure about the hotel that they are staying in, but since it was a package booking our representative transferred to the non-lodging department and acknowledged the customers complaint. On October 30, 2019, Ms. advised that she was moved twice in the four days that she stayed at the hotel. The first move was due to cockroaches in room and the second was because the toilet was broken, and water was all over the floor of the room. Our representative emailed the hotel requesting compensation. From October 30, 2019 through November 5, 2019, there were numerous communications from Ms. advising of the problems she experienced at the hotel and inquiring on the refund status. Expedia responded to the communications advising we were waiting for the hotel response regarding the refund. Ms. emailed a copy of the hotel advising her they would authorize two nights to be refunded. On November 5, 2019, Ms. called in to speak with a supervisor. Her call was transferred, and the representative reviewed the details on the account and issued a refund for $508.96 based on the hotel authorization in the text they sent to Ms.. Ms. was sent an email advising she had been refunded.
After further review on November 7, 2019, Expedia was able to review the details of the notes on the account and calculated the amount of the refund. The hotel authorized a two-day refund which had been issued for $508.96. Expedia calculated the amount and the refund in total should have been $638. Since the first refund amount was incorrect, Expedia issued an additional refund for $129.04. The refund will appear on the original card that was charged in three to seven business days. In addition, a refund receipt has been emailed 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 FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. While this is now resolved it is awful that it took a complaint to Revdex.com and multiple attempts on my behalf in order to actually receive a response from Expedia.
Sincerely
November 18, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. had not received the refund as advised in our last response.
We are again responding to Ms. complaint regarding the hotel experience. On November 7, 2019, Expedia was able to review the details of the notes on the account and calculated the amount of the refund. The hotel authorized a two-day refund which had been issued for $508.96. Expedia calculated the amount and the refund in total should have been $638. Since the first refund amount was incorrect, Expedia advised that they issued an additional refund for $129.04. It has been reviewed and the refund was not applied to the account. Expedia has issued a refund for $129.04 to *** card ending ***. The refund will appear in three to seven business days. In addition, a refund receipt has been emailed to the email address on file.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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My wife booked a hotel in New Orleans, LA for the night of Friday, November 8, 2019 through the Expedia.com website. The website stated that if the reservation was prepaid then it would be refundable If canceled. The event we were going to was canceled due to a building collapse so we no longer were able to go. Tried to cancel the reservation and was told that the email they sent to confirm stated that it was non-refundable and that they would not refund our money cause they were still having to pay the hotel. We did not receive this email until after we had already paid with the understanding that we would be able to cancel and not lose $150 for something we have no control over. The operator was very unhelpful although she did maintain her composure while I was trying to grasp the bait and switch that had just taken place.
November 13, 2019
Revdex.com
Expedia – DuPont, WA
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund.
We understand from *** complaint that Expedia’s website stated that his hotel reservation was prepaid and refundable.
Our records indicate that on October 3, 2019, Mr. or an authorized user of the account booked a non-refundable, hotel stay online via Expedia.com, at the ***, checking in on November 8, 2019, and checking out on November 9, 2019, under itinerary ***.
Upon receipt of *** complaint, we investigated the issues which were brought to our attention. We can confirm that the following Terms and Conditions were provided at the time of purchase.
· 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 makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details, including disclosures regarding the refundability / non-refundability of hotel bookings on several pages for review prior to booking completion, including the final payment screen.
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. In this case the ***. We do not own or operate any hotels.
In addition, at the time of completing his booking on our website, he agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 unable to honor *** refund request. Again, 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,
LaToya J
Corporate Correspondence Team
I purchased a 1 Room King Suite (separated living space) for 1 night from Expedia at a rate of 345.00 at *** downtown Greenville, SC (East *** Street). Notes were even placed in my reservation noting that the room HAD to be separated due to another individual staying overnight in the suite. Upon arrival to the hotel, I was told that particular room was not available AND that Expedia often markets a room KNOWING it is not available. I ended up with a 1 bedroom suite open at the rate of a 1 Room King Suite. The hotel was not able to provide additional assistance and unfortunately my guest were left with no room! And had to relocate numerous miles from our event. The entire weekend was ruined due to false advertising! If a room is not available it should NOT be listed on the site PERIOD!
November 5, 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 full refund, since they did not receive the room that they reserved and paid for.Our records indicate on October 21, 2019, Ms. *** or an authorized user of the Expedia account booked a one-night reservation at the *** by ***, checking in on November 2, 2019 and checking out on November 3, 2019 via ***.
Upon receipt of Ms. ***’ complaint, we investigated the issues which were brought to our attention. We can confirm there have not been any calls or complaints into Expedia regarding the reservation. Expedia contacted the hotel and spoke with the Assistant General Manager, we advised that Ms. stated she was told by the hotel staff that “Expedia often markets a room knowing it is not available”. He was able to confirm the reservation for the one-bedroom suite and agreed to process a full refund less the restaurant charges to the original Mastercard that they charged. The refund should appear within three to seven business days.
Please accept our apologies for any inconvenience that was experienced and understand that Expedia books their reservation based on the hotel’s allocations. Expedia works from live inventory and is not able to create a reservation if it is not in the system.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that the apology and refund minus restaurant fees to be satisfactory.
Expedia is correct no call were made to Expedia. Attempts were made to resolve the issue with *** customer service, who only advised that I shouldn’t have used a 3rd party.
Thanks to Expedia for the prompt reply and timely resolution.
Sincerely
DO NOT USE EXPEDIA. Their online booking has false information and their customer service system is either ineffective or the business itself lies to customers. Based on my experiences, I would say that they are operating fraudulently. I hope my post can prevent others from having money stolen by Expedia.
I booked a hotel online for a funeral. There was either no statement that I was paying ahead or it was so hidden I was not aware. I am a well seasoned traveler, even when booking for a stressful event, I would have read terms and conditions. I did not take a screenshot of the booking so I have no evidence, but I do not believe the website stated what exactly I was booking.
Because the funeral was for my sister, I was going there to help arrange things, I did not have specific dates. By booking ahead, I was prevented from changing the dates, but of course I wasn't even aware I had locked myself in.
I ended up leaving a day earlier than the booking and on checkout is when I realized I had an issue. The hotel let me know I had to work with Expedia to get a refund for the day I did not use. Over the course of months, I had phone calls and emails back and forth with Expedia. They continue to send canned response emails telling me it required a waiver from the hotel, they contacted the hotel but the manager wasn't available. Each email said they would respond in 24 hours, they would never respond again. After I contacted them again, they would close my case telling me the hotel refused the refund waiver. This has happened over and over and over again.
I have had phone calls and emails with the hotel, I know they approved my waiver. However, Expedia continues to claim they try to contact the manager and cannot get through and then they claim the manager refused my waiver. As I said, Expedia's customer service system is either completely useless or the company is behaving fraudulently. I will never use them again and would highly discourage all others from using their services.
I went on expedia to rent a room in belgium for 1 night. When I looked on Expedia sight, it said hotel was 6 miles from the airport and there was transportation from hotel to airport. We arrived in Belgium late and called them to find out, hotel was 20 miles away and they would not provide any transportation. This was false advertisement on Expedia's part. we could not stay in that hotel in a foreign country.
November 5, 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 $142.26.
Our records indicate on October 14, 2019, Ms. or an authorized user of the account booked a one-night hotel reservation at the ***, checking in on October 20, 2019 and checking out on October 21, 2019, via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm from October 25, 2019 through November 4, 2019, there were numerous email communications from Expedia to Ms., advising that we were trying to get an answer from the property regarding refunding the reservation. Expedia emailed the property advising the guest stated she would like a refund because the hotel is almost 20 miles away from the airport and there was no airport shuttle. The hotel replied advising they would not authorize refunding the reservation since they were not called, and the reservation was marked as a no show. On November 3, 2019, our representative noted the reservation was booked because the hotel was supposed to be six miles away from the airport and was supposed to have an airport shuttle. Upon confirming the details of the hotel, the airport is 19.5 miles away and there is no airport shuttle service. Ms. advised she didn't stay at the hotel.
After further review on November 5, 2109, Expedia called the hotel and confirmed that they do not have an airport shuttle, they advised they use a cab service. Reviewing the details of the hotel the airport is 19.5 miles away. Expedia was not able to verify in the hotel details where it listed the hotel was six miles from the airport. As a one-time courtesy Expedia issued a refund for $142.26. The refund will appear on the original card that was charged in three to seven business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I recently spoken with a Expedia manager by the name of Karen over the phone and she was supposed to cancel and refund me my trip how ever she was awful In doing so. She canceled my trip and instead of refunding anything she went and demanded my card number so that she could “refund” me and instead of her refunding she went ahead and charged the card an additional 50$ which caused my account to be negative and than refused to even refund anything and than after a while just hung up on my and than when I called back the rep I spoke to laughed and said I might be able to assist you with this matter
November 6, 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 Mr. *** Revdex.com case number *** regarding being refunded for $350.00.
Our records on August 4, 2019, Mr. an authorized user of the Expedia account purchased a 5-night Mexico Cruise from San Francisco (Roundtrip) Cruise, embarkation on March 23, 2020 and disembarkation on March 28, 2020 via itinerary ***. A confirmation itinerary was emailed to the email address on file on August 4, 2019, it was first opened on August 4, 2019and reviewed 4 times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 20, 2019, the passenger called to cancel the cruise due to a death. The cruise line was closed, and he advised he would call back when the cruise line is open to try to get the $300.00 penalty waived. On November 4, 2019, Mr. called numerous times to cancel. On of of the calls our representative was unable to hear and ended the call and when Mr. was called back there was no answer; the representative left a voicemail. On another call our representative advised the cruise line would not make any exception. Mr. advised his cruise was cancelled because of a death in his family in Egypt and he stated he could not get documentation since no one was in his house in Egypt. Our representative advised him when he gets the documentation to send it to ***. Our representative asked if a family member could send him the documentation or he could call his Embassy. Mr. was charged $50 per person cancellation fee and $200 Future Cruise Credit was issued along with a $50 one-time courtesy refund. Mr. was not happy with the explanation that the cruise line was charging the penalty and would not give him his money back. Mr. wanted his money back and doesn’t want the $200 future cruise credit. Mr. advised the refund of $50 caused his account to be overdrawn. Mr. requested that we pay for the overdraw in the amount of $340.00. Our representative declined to pay the overdraft. Mr. became upset and disconnected the call.
After further review on November 6, 2019, Expedia has been able to verify the initial deposit was $300, when the reservation was requested to be cancelled the cruise line charged $50 person. The $50 per person penalty was retained by the cruise line and the remaining $200 became a future cruise credit with the cruise line. On November 4, 2019, our representative as a one-time courtesy issued a refund for $50.00.
Based on the above Expedia is not able to honor Mr. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
My sister *** and I booked a trip to Miami, Florida from July 29 to August 1. We decided to cancel the trip due to reports of an infestation of seaweed/poor water quality. Being a registered nurse, I did not believe this would be conducive to our health. We both bought the travel insurance for 23 dollars. My sister *** received her refund but my claim was denied. How is it possible for my sister to receive a full refund and for me to be denied my refund?
November 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation. We understand that the customer is seeking a refund of $344.59, which includes the flight insurance plan.
On May 28, 2019, Ms. or an authorized user to the account self-booked on Expedia’s Mobile site, under itinerary ***. Travel was with ***, traveling from New York, NY, to Miami, FL, departing on July 29, 2019 and returning August 1, 2019. The flight reservation includes a Travel Protection Plan, administered by ***.
On July 12, 2019, Ms. contacted Expedia for cancellation assistance utilizing her insurance plan. Regrettably, Expedia cannot submit a claim on a customer’s behalf. Therefore, we provided Ms. with ***’s contact details listed (below) as part of the (disclosed) terms and conditions post cancellation.
See the following hyperlink and contact details for the Travel Protection Plan:
***
***
***
***
Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and *** and is subject to the rules and restrictions of those providers. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the Airline Restrictions and Expedia’s Terms of Use.
Basic Economy Fare Rules:
Airline assigns seats
Bring a carry-on bag
Pay to bring a checked bag
*No refund 24 hours after booking
*Changes not allowed
*Nonrefundable
*No Flexibility Policy
Bring a personal item
Upgrades not allowed
Board in the last group
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.
In respect of the customer's mention of her sister's booking with Expedia, while we cannot discuss another customer's itinerary information without their consent, we can confirm that the bookings were not the same in nature. The differences consist of: booking components, airline carriers and travel protection coverage's. As such, the provided resolution applies to the terms and conditions associated with Ms. reservation." She purchased a specific protection plan, which she may discuss, its restrictions directly with the provider, Travel Guard.
On November 5, 2019, Expedia contacted ***, to advocate on Ms. behalf by submitting a refund inquiry. Therefore, she may check the status of that (inquiry) within the next (14) days by using the following hyperlink below:
https://prefunds.aa.com/refunds/
While we regret Ms. experience was not as we would have hoped due to the information provided above Expedia is not able to honor her refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Corporate Correspondence Team
Melanie A
We went through Expedia to rent a place for one night in Ft.Lauderdale Florida.We paid full price for this place called *** ,Close to everything House..We were told by Expedia to notify property manager 24hrs ahead but we were unable to get a hold of anyone using the number Expedia gave us n so We called Expedia who said they were unable to het a hold of them n the sent email no response..I called several time to Expedia each time we had to wait over an hour on the phone for them to tru to contact property owner.They asked where I got the phone number n we told them we got from them n also the Expedia App n we messaged the owner sevetal times n no response.We then asked to cancel since we were unable to get a hold of Property owner and no way to get into property the next day..They refused to give full refund due to less than 24hrs policy.We explained not our fault since no property owner response to give access to home we didn't want to not have a place to stay..So they said they would email them to waiver and then they got a response n the property owner denied.The property owner never responded to me nor Expedia except to refuse refund which was their fault in not contacting us to so we can have access to the property..We want our full refund n they need to not advertise n take people money for a place you can't stay.I do believe this is fraud..
November 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is seeking a refund of $204.71, which includes the protection plan for canceling while inside (penalty).
On October 16, 2019, Ms. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with *** Close to everything in FLL, Fort Lauderdale, FL for a check in on November 1, 2019 and check out on November 2, 2019, for a total of $393.42.
Our records indicate on October 31, 2019, Ms. contacted Expedia to reconfirm the check-in instructions. We contacted the hotel to advocate on Ms. behalf by requesting the (special instructions) confirmation. Regrettably, the property responded on November 1, 2019; post cancellation advising that instructions were sent on October 30, 2019. Therefore, a full refund was declined, and a partial penalty was applied see the following restrictions listed below:
Cancellations or changes: Made after 6:00 PM local hotel time, Friday, October 25, 2019 is subject to a hotel fee equal to 50% of the total amount paid for the reservation. 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
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. However, we rely on our hotel providers to supply up-to-date and accurate information, so we may post this information on our website. Nevertheless, taking into account Ms.’s experience as a gesture of goodwill we issued a refund in the amount of $204.71, back to her original form of payment, which was processed on November 7, 2019. The time it takes for the refund to post depends upon her bank generally taking three to seven days.
On November 7, 2019, Expedia reached out to *** Close to everything for documentation regarding emailed instructions. The property was unable to honor our specific request prompting Expedia to contact the liaison that oversees the property to share all of the information that Ms. mentioned within her (“Revdex.com”) complaint.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked two identical plane trips to Vegas on their site less than 30 minutes apart and one was over $100 more in price.
November 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding two nonrefundable flight reservations. We understand that the customer is seeking compensation based on a price increase on the second itinerary.
On November 2, 2019, Ms., or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel is with *** from Chicago, IL to Las Vegas, NV, departing on January 16, 2020 and returning on January 20, 2020, for (basic) economy tickets at a total of $789.20.
On November 2, 2019, Ms., or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel is with *** from Chicago, IL to Las Vegas, NV, departing on January 16, 2020 and returning on January 20, 2020, for economy tickets at a total of $889.20.
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. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot prevent (price) increases as Expedia has no control over availability.
Expedia’s Terms of Use and *** Restrictions, which were agreed to by Ms. at the time of booking, expressly states:
Terms of use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Under Itinerary: ***
Basic Economy
Airline assigns seats
Bring a carry-on bag
Pay to bring a checked bag
*No refund 24 hours after booking
*Changes not allowed
Bring a personal item
Upgrades not allowed
Board in the last group
Non-refundable
*Changes not permitted.
Under Itinerary: ***
Main Economy
Changes Permitted:
Charge $200.00 for reissue.
*NOTE - Please read from each confirmation the complete penalty rules for changes
and cancellations applicable to these fares.
On November 2, 2019, Ms. contacted Expedia to request a refund under itinerary ***, for the increased value of $100.00. However, as explained above to Ms. (basic) economy tickets are typically priced lower than main economy. Therefore, we advised Ms. that prices and availability are subject to change and a refund is not warranted.
Nonetheless, On November 2, 2019, as a courtesy Expedia processed a refund $100.00, the time it takes for the refund to post depends upon Ms.’s bank. 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,
Corporate Correspondence Team
Melanie A