I purchased 4 tickets for a family trip. Itinerary # *** via Expedia travel. Each ticket was priced online $589.45 in total, ($108.00 flight + 481.45 taxes and fees). Therefore, my credit card was charged total $2,357.80 for all four tickets and confirmed email from Expedia with all the flight details and broken-down costs (receipt).
By the end of the SAME day, I see ANOTHER credit card charge for total of $3,981.80. when I called *** Airline Customer Service and waiting for about an hour, they sent me back to Expedia online travel agency customer service, and I had to wait for another hour, and in result they told me that *** did not honor their online price they advertise and they changed the billing to the $3981.80 WITHOUT any authorization to do so. HOWEVER, Expedia actually, miscalculated the ticket price and gave me a false information. In result, and after staying on the phone and dealing with that issue for over 2 hours, I decided to cancel the flight due to Expedia Dishonesty, False Advertising, and Authorization action using my credit card. In top of all that, I missed other airline offering in result of their misleading information and fails advertising.
Not to mention all the emotional stress that I had to go through to get this matter fixed, and taking time off from my work and family just to get Expedia Online mistake, fixed.
Expedia.com Response
• Oct 24, 2019
October 24, 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 honoring $2357.80 for his flight itinerary.
Our records indicate October 17, 2019, Mr. or an authorized user of the Expedia account purchased four round trip tickets departing on August 8, 2020 from Washington, DC to Istanbul, Turkey and returning on August 22, 2020 along with the Flight Protection Plan via ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm Mr. called in wanting to cancel the reservation since *** has charged him extra. Mr. called in earlier that day and our representative contacted ***. *** advised they changed the price of the flight. Our representative voided the flight and sent Mr. an email advising he would receive his refund in seven business days from ***.
After further review on October 24, 2019, Expedia called *** and they confirmed the ticket were issued for a total of $3981.80. There was an immediate schedule change by *** right after the reservation was created and the additional amount was based on ***’s fare increase. Expedia has the option to offer to honor the increased fare or cancel the tickets. On October 17, 2019, Mr. elected to cancel his tickets and receive a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. 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 Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe 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.
Liability Disclaimer The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, the Expedia Companies and Expedia Partners do not guarantee the accuracy of and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Expedia, Inc. expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty. 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
• Oct 24, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
***
Greeting.
I really appreciate the Expedia reply.
However, as a consumer that using a online travel agency, I always prefer to use one stop shop, meaning, one agency that will handle all my travel and booking needs. In return, I expect that they do post and provide me with the accurate information as they should stand behind it. I really don’t appreciate that fact that I have to go through multiple loops after booking through Expedia to handle and fix their misleading information.
As a consumer, my time matter. Therefore, once I decided to use Expedia Agency to handle my booking for my family trip, I expect not to worry about anything else after I hit submission. Especially after receiving the confirmation email with the subject “Expedia flight purchase confirmation” from Expedia regarding my itinerary and broken-down charges confirming the flight fare $108.00 + Taxes and Fees $481.45= total $589.45 each ticket. (Please see attached Email Confirmation)
However, as a *** Airline respond in Revdex.com Case: ***. The charges were as follow: “The fare for the itinerary booked was $514.00 for the base and $481.45 for the taxes for a total of $995.45 per ticket.” This tells me that Expedia did NOT calculate the Airfare, Taxes, and Fees properly.
In conclusion, if Expedia does not handle my booking without hassle, why would I use it anymore? Especially, that it is not proving any special discount rates, since it is still sending the request to the airline. For me, it will make more sense to go straight to Airline directly.
1. I am a U.S citizen serving as an International Civil Servant overseas.
2. I have purchased a ticket from *** to Khartoum via *** on *** through Expedia.
3. I have arrived at the airport on time for check in to my flight and waited in line as normal.
4. After reaching the check in desk, the airline told me that there are no seats available for me.
5. I have complaint that I am already booked and have paid for my ticket and thus my seat should be available.
6. The airline avoided my complaint and started talking about rescheduling the fight, which is not true because that fight departed on time.
7. I went back home and contacted Expedia and told them what happened in detail and informed them that I would like to cancel this whole trip because I have lost confidence in this airlines. I have talked to a supervisor who assured me that this matter will be taken seriously with the airline and that they will cancel my booking and get me a full refund.
8. I kept following up with Expedia for more than a month and after so many communications they told me that I have to contact the airline on my own.
9. I have told them that I purchased this ticket through you and so the airline will most probably ask me to communicate through Expedia. And to prove my point I have called the airline and they told me exactly what I have expected - contact Expedia.
10. I have told Expedia again that they need to understand this situation and should contact the airline on my behalf and make it clear to them that I should get a full refund because there was no rescheduling of flight and that they have gave my seat to someone else.
11. Expedia kept asking me to contact the airlines directly.
12. I would like a full refund of my money back, including investigation of what happened that day and why they gave my seat to someone else despite the fact that I came one time to check in.
13. Thank you.
Expedia.com Response
• Oct 22, 2019
October 22, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint #***) regarding a refund request for an airline ticket. On July 22, 2019, Mr. self-booked an airline reservation on our site via itinerary ***. The reservation was booked and travel set to begin on August 3, 2019. Mr. paid $1324.43 for the ticket and $86.00 for a flight protection plan which covers the ticket in case the customer becomes sick or is injured and cannot travel. We understand from the complaint that on the date of travel August 3, 2019, Mr. was at the airport and was told there were no seats available on the plane. Mr *** was not allowed to check-in for his flight. Mr. was not able to use the reservation and is requesting a full refund for his multi-destination ticket in the amount of $1324.43. Upon receiving the customer’s complaint we reviewed the customer’s entire case. We understand Mr. has dealt with this issue since the date of travel August 3rd, 2019, and has contacted us by phone several times. We have spoken to the airline approximately eight times regarding the same issue. We can confirm that the airline took over Mr. ticket which means Expedia no longer has any access to the information. Expedia is then restricted from viewing or making any changes on the ticket. Since Expedia does not have access the airline has asked us to refer Mr. directly with their office in ***. Mr. needs to contact the airline at ***. In the past Expedia agents were told that Mr. agreed with a schedule change at the aiport. Since Mr. confirms this was not the case he needs to let the airline know this is not the truth and to begin a case with the airline. I remind Mr. that although the purchase was made on Expedia the charge on his statement is from the airline and upon purchase through our site the customer agrees to abide by the terms of the vendor. I have attached a copy of the Terms of Use which Mr. or an authorized user accepted when the booking was made. SUPPLIER RULES AND RESTRICTIONS 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. LIABILITY DISCLAIMER 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.
I have also attached a screenshot of our system when attempting to pull up Mr. tickets. As you will be able to see Expedia is unable to make any type of changes for the ticket numbers shown. We do regret any inconvenience Mr. encountered in resolving this matter. If Mr. has any additional questions they may contact Expedia Customer Support Sincerely, Daniel A Corporate Correspondence Team
Expedia.com Response
• Oct 29, 2019
October 29, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia.com Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer rebuttal from *** Suliman. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***) regarding a refund request for an airline ticket. We have again reviewed Mr. complaint regarding a refund request. Mr. is requesting a refund from Expedia for $1324.43 for a ticket he mentions he was not allowed to use when checking-in at the airport. We have been in contact with the airline which mentions the customer has not contacted their headquarters in Nigeria. Furthermore, the airline took over this ticket. When an airline takes over a ticket it restricts access to any agency from which the reservation was booked. While Expedia must contact the airline when a ticket is booked through our website, this is not the case when the airline has taken over complete control of a ticket. We are unclear why the airline did not allow Mr. to check-in. When a ticket is purchased the airline must provide transportation for the customer on the schedule flight he booked or reprotect the customer by placing them on another flight. If neither is provided then the airline must refund the passenger. If Mr. checks his statement he will be able to see that the charge comes directly from the airline. Although the booking is made through our website the airline is the one that charges the customer directly. As mentioned on my last response the customer must contact *** Nigerian Headquarters at *** or ***. I am again providing the Terms of Use accepted when booking on our site. Please review them and contact the phone number provided as we will not be able to provide further assistance for this case. SUPPLIER RULES AND RESTRICTIONS 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. LIABILITY DISCLAIMER 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. 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, Daniel A Corporate Correspondence Team
Customer Response
• Oct 31, 2019
Complaint: ***
I am rejecting this response because:
1/ Expedia does not want to take responsibility.
2/ Expedia can give me the name/s of people from the airline that have been in contact with.
3/ I will go to the airline physically and discuss this issue and ask for a full refund and an apology.
4/ If the airline asks me to go back to Expedia again, I will proceed with contacting the Office of Attorney General to file a complaint against Expedia.
5/ I will consider this issue resolved only after getting a full refund back.
I bought a series of plane tickets through Expedia. This would bring me from Nashville, TN to Manila Philippines. The first leg of the flight was from Nashville to San Francisco. The flight left early, and Then missed it. I contacted Expedia's customer service and after being put on hold for hours, and going to the supervisor, I was told the would not put me on another flight u less I would pay over $700 (which is more than the cost of a one way flight to the Philippines). I asked for even a partial refund status nce I had originally purchased a round trip which involved 6 different flights, and they flat out refused to do anything for me, despite the fact that the first flight had left early.
Expedia.com Response
• Oct 23, 2019
October 23, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on September 24, 2019, Mr., or an authorized user of his account, self-booked a flight reservation on Expedia.com, under itinerary ***. Travel was with ***, ***, and J ***, departing on October 16, 2019, returning on November 4, 2019, from Nashville, TN, United States to Manila, Philippines. We understand Mr. is requesting a roundtrip flight to the Philippines in lieu of his unused flight reservation, stating the flight was missed due to an early departure.
Upon receipt of the complaint, we researched the issues brought to our attention. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation. Furthermore, the following mandated flight cancellation and change policy was advised and accepted at the time of booking: (This was also provided on the confirmation email)
Tickets are nonrefundable, nontransferable and name changes are not allowed.
In an effort to resolve Mr.’s issue, Expedia reached out to *** (merchant of record) several times to advocate on his behalf, requesting approval to reissue the tickets without any additional cost. The airlines confirmed no airline schedule change occurred on the reservation and that the missed flight from Nashville, TN to San Francisco, CA departed two minutes prior to the scheduled departure time. Therefore, normal policy would apply.
Today, October 23, 2019, Expedia reached out to *** again to advocate on Mr.’s behalf, requesting a refund approval of the unused flight reservation. Regrettably, the airlines denied the refund request.
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. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, the following Expedia Terms of Use were accepted at the time of booking:
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.
Because we value Mr. as a customer, a $150.00 Expedia travel coupon was added to his account on October 16, 2019, as a gesture of good will, to lessen the overall cost towards his hotel accommodation for the night; which, was used towards a hotel booking under itinerary ***.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his 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,
Erika M
Corporate Correspondence Team
Customer Response
• Oct 23, 2019
Complaint: ***
I am rejecting this response because: Expedia keeps making this claim that the flight only left 2 minutes early, however I arrived at the terminal 20 minutes early and the plane was gone. Maybe it hadn't taken off yet, but it taxied away from the terminal much earlier. I explained this during my call to customer service. I do not expect a refund, but credit tward another flight is more than fair. Expedia tells everyone that they have no control over refunds, or voucher ect. but that is not true. They are more than capable left of fixing this situation.
I purchased a voucher for a bus transfer from London Gatwick to London Heathrow airport from expedia.com. when I arrived at the bus, the driver told me that the voucher was not valid. I had to purchase a second ticket. when I returned home I requested a refund from expedia, and requested that they take the bus voucher off their website for purchase to avoid defrauding any further consumers. I have still not received the refund of $30 from expedia after over a month.
Expedia.com Response
• Oct 24, 2019
October 24, 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 ***) regarding an activity reservation. We understand that Mr. has not received a refund and he is requesting that Expedia reprocess it.
On September 1, 2019, Mr. or an authorized account user self-booked a Bus Transfer: Gatwick Airport to Heathrow Airport using Expedia’s website, under Itinerary ***.
On September 17, 2019, that activity was refunded for a total of $30.00. Regrettably, that electronic refund failed to process. Therefore, Expedia performed a manual refund of $30.40. The refund will go back to the original form of payment. The time it takes for the refund to post depends upon his 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.
On or about October 9, 2019, I tried to get a hotel reservation from Expedia for a *** located near Allentown, PA. The computer “glitched” during the booking process. I did not receive an email confirmation of the reservation, so I booked another reservation with a different hotel. I did receive an email confirmation of that reservation and proceeded to spend the night there on October 11. On October 13, I checked my credit card statement and discovered a $120.50 charge for a hotel I did not stay at. I emailed customer service at Expedia and explained the situation. Their response was “we worked with *** to try to get a refund, but our efforts were not enough.” I was tagged as a no show, and was charged for a hotel reservation that I was not informed that I even had.
Expedia.com Response
• Oct 23, 2019
October 23, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding two hotel reservations. We understand Mrs. made a second hotel reservation in error. However, she is seeking compensation from Expedia.
Our records show on September 23, 2019, Mrs. self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel stay was with *** Johnson, Allentown, PA, for a check in on October 11, 2019, and a check out on October 12, 2019, for total of $120.50, collected at check in.
We verified on October 9, 2019, Mrs. self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel stay was with Allentown Park, Allentown, PA, for a check in on October 11, 2019, and a check out on October 12, 2019, for a total of $125.40, collected at check in.
On October 13, 2019 Mrs. contacted Expedia to request a refund under itinerary ***. We then contacted *** to advocate on Mrs. behalf by requesting a refund. Regrettably, the hotel declined our request citing their cancellation policy.
*** Cancellation and Change Policy: Cancellations or changes made after 4:00 PM local hotel time, Thursday, October 10, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
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 merchant of record (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 hotel and must adhere to the hotel’s policy
On October 23, 2019, Expedia used an internal tool allowing us to verify if Mrs. confirmation did fail to send. Our records indicate that Mrs. received her confirmation under itinerary ***; on September 23, 2019, which was viewed multiple times.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted Expedia’s 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.
While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is not able to honor her compensation 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.
An Expedia agent , booked an incorrect return date for us..After their review of the recorded tape , they acknowledged their error
my wife , and I were delayed by 2 days , by their error , and we incurred additional expenses .
While I asked *** to waive the change fee , which they did , because I am a frequent *** flier , and it was within 72 hours of the original booking ,thus saving them $ 500 in total , they used this result as their reason for not approving any additional refunds .Expedia as a curtesy issued a voucher for $ 200 in total , for our being inconvenienced .However our expenses for the additional two days that we were delayed ,were approximately $ 1200 total.We asked them for the additional $ 1000 , but they refused.Their refusal was abrupt and doesn't make sense.
Expedia.com Response
• Oct 23, 2019
October 23, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation. We understand Mr. is seeking compensation in the amount of $1,000.00, claiming an error on the booking agent as the return flight was booked for a different date. Our records indicate that on August 4, 2019, Mr., or an authorized user of his account, booked a flight reservation through an Expedia agent, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL to Boston, MA departing on August 7, 2019, returning on May 8, 2020. We verified that Expedia previously replied to Mr.’s complaint through a legal channel; the formal response is attached. On October 23, 2019; we located Mr.’s hotel accommodation booked through an Expedia agent, under itinerary ***, for a total of $310.58. Mr. used his $200.00 voucher leaving him with an excess of $110.58 to be paid. Therefore, Expedia processed a refund of $110.58, back to his original form of payment. The time it takes for this refund to post depends upon his bank. Generally within three to seven days. Furthermore, if Mr. incurred additional expenses caused by alternative flight arrangements we respectfully request receipts or a bank statement in (PDF) format for review purposes. Mr. may attach his documentation to the (“Revdex.com”) complaint. We regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his compensation request at this time. We thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely,
had quite the fiasco occur the night of my arrival to my vacation in Cancun. I changed my fiance and friends' plans entirely based on a "promotion" I saw online for Expedia that I thought was too good to be true and so declined our bus shuttle services etc. to rent a car. However, before continuing with our booking I contacted Expedia and spoke with one of their team members (Tom-ref*)) on the phone, and he assured me we would NOT be experiencing any trouble, the promotion was accurate, the cost online was accurate and that no trouble should occur when we arrived at the counter; additionally to decline any mentions of insurance coverage at the counter. Tom stated that no additional requirements were going to be requested.
In arriving at the counter I was informed that this was not true. That what Expedia was offering was not enough to cover the car. Again, the Expedia person specifically told us to NOT purchase any insurance because it was all covered, to which we changed all our travel plans based on this information. The car rental continued to dispute Expedia's claims and would not release our car at the rate stated on our Expedia agreement. My friends and I were then left stranded at the car rental location for over 2 hours trying to resolve this between Expedia and the car rental; only to ultimately have an Expedia Manager (Jairo) admit that it was their fault and I was informed that if we were to pay we would be compensated. Now, over 2 months later, I have filed complaints and have numerous email correspondences with Expedia regarding the refund, to which they now are denying to do so. This is very troubling, given I did my due diligence, called prior to going to the counter and listened to their employee about the insurance, and then to a manager about proceeding with the car rental, only to be left still unattended to.
Expedia.com Response
• Oct 25, 2019
October 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Dr. *** (Revdex.com case number ***) regarding a car rental reservation. We understand that the customer is seeking a full refund for rental coverage, based on our agencies advisement.
Our records show that on August 15, 2019, Dr. ***, or an authorized account user, self-booked a car rental reservation using Expedia’s Mobile site, under itinerary ***. The reservation was with *** in Cancun, Mexico scheduled for August 15, 2019, to August 21, 2019.
On August 15, 2019, Dr. *** contacted Expedia to discuss the, “Limited Liability Coverage”, per Enterprises rental conditions. We contacted *** for coverage determination if the “Limited Liability Coverage”, was included. As, we were advised by *** the (Limited Liability) is covered under the rental contract. However, *** stated that (Civil Liability) comes at an additional cost or the customer may provide a $2500 deposit if she declines the added (Liability).
After reviewing, the copy of the rental contract provided by Dr. ***, we were able to confirm that the, “Limited Liability”, was included at no extra cost. Regrettably, the (Civil Liability) came at an up charge for a total of MXN 2000.04, which is equivalent to USD 104.64.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the Travel Providers Restrictions and Expedia’s Terms of Use.
Enterprise:
Customers can obtain coverage for damages and injuries to third parties under the local rental car company’s Insurance by purchasing its Third Party liability protection and such a purchase is required unless the customer presents valid proof of current Liability Insurance specifying coverage in Mexico. Liability Insurance purchased on Third Party travel websites and Insurance that accompanies us credit or debit cards are not acceptable forms of coverage. If the customer provides acceptable proof of current Liability Insurance in Mexico and declines to purchase the TPL offered by the local rental car company, an additional authorization in the amount of USD $2500.00 will be held on his or her Credit Card.
*Note: The restrictions above are located on Dr. ***’s itinerary
Expedia’s 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.
As a courtesy, on October 21, 2019, Expedia called Dr. *** to collect her form of payment in order to process a refund of $104.64. However, Dr. *** was unavailable by phone; therefore we sent her an email. Since Dr. *** has contact restrictions based on her health conditions, Expedia is unable to procced forward.
While we regret Dr. ***’s experience was not as we would have hoped due to the information provided above Expedia is unable to honor her request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a round trip NYC-FCO flight on Expedia. They sent me an email saying the airline did not acknoweledge it and I should contact them. I contacted them and was transferred to corporate. The agent apologized and told me she would rebooked the flight directly with the airline. At this point, I was told I would have to pay again while I waited for the refund from the first booking.
Within 2 hours I had gotten a second email AGAIN indicating that the second booking was again, not acknowledged by the airline and that the airline would not honor the pricing advertise and they would as a result have to cancel the flight. The flight was cancelled and I received a refund.
Expedia has continued to advertise the exact same flight and exact same price since mine was cancelled. The flight as of today continues to appear at the same time, with the same airline for both the outbound and return flight for the exact same price they told me they couldn't honor.
Expedia.com Response
• Oct 23, 2019
October 23, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number***) regarding a flight reservation. We understand Mrs. flight could not be confirmed and she is requesting that Expedia provide her with an explanation.
Our records show that on October 12, 2019, Mrs., or an authorized user of the Expedia account; user self-booked a flight on Expedia’s Mobile site under itinerary ***. Travel was with ***, traveling from New York, NY USA to Rome, Italy, departing on April 12, 2020 and returning with *** on April 19, 2020, for a total of $986.12. On October 14, 2019, Mrs. contacted Expedia based on an unconfirmed flight reservation. In an attempt to correct the issue, Expedia rebooked the same flight under itinerary ***, matching her original booking.
Regrettably, (***) did not permit tickets to be issued by Expedia on either itinerary, resulting in no charges. (***) did submit an update affecting their available classes of service and cost. Any updates to an airlines inventory takes time to reflect on Expedia’s website. Furthermore, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to pricing adjustments based on our provider’s available inventory.
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. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Expedia’s 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.
On October 23, 2019, Expedia reviewed the *** flight, traveling from New York, NY USA to Rome, Italy, departing on April 12, 2020 and returning with *** on April 19, 2020, the current cost is $1093.28 with a different class of service. Therefore, (***’s) adjustment is officially reflecting on Expedia’s website.
We thank you for allowing us the opportunity to address Mrs.’s concerns. If you have any other questions, please do not hesitate to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Expedia.com Response
• Oct 24, 2019
October 24, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for your reply. We regret to hear that Mrs. *** wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. (Revdex.com case number***) regarding a flight reservation. We understand Mrs. flight was not confirmed and she is requesting that Expedia provide an explanation and issue her tickets.
Airlines and other travel suppliers may change their prices without notice; this can transpire multiple times until inventory is sold out. Airfare is only guaranteed once tickets are issued. Therefore, on October 24, 2019, Expedia assisted Mrs., in booking travel with ***, traveling from New York, NY USA to Rome, Italy departing on April 12, 2020 and returning on April 19, 2020, for a total of $986.12.
Furthermore, Mrs. received a confirmation via *** containing the non-refundable tickets, as discussed. If she has any service related questions, she may kindly refer to *** customer service department at the following number ***.
We thank you for allowing us the opportunity to address Mrs.’s concerns. If you have any other questions, please do not hesitate to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Oct 25, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have purchased a hotel stay in Athens, Greece for 9/30-10/2 thu expedia for ***. During the night of 10/1/2019 I was severely injured by the hotel. While trying to exit the shower door, the glass fell and shattered onto me causing a 6 inch laceration to my inner thigh and a large laceration onto my big toe. I have had to have stitches and have had medical test done on the wounds. I'm still nearly 3 weeks later still healing from this incident.
The construction of the shower was done illegally and the glass used was not tempered. There was also no track system installed for the glass to slide back and forth on. There was also no safety catch or stoppers installed. These are all violations of the international building code.
I had reached out to Expedia via email and filed a complaint. The last communications I had received was that they could not grant me a refund for the hotel stay.
This is not acceptable. I now have a very ruined vacation experience, thousands of dollars in emergency medical bills, missed days of work, and still suffering from loss of movement in my toe.
The hotel has not done anything and expedia has not done anything. Please make this right.
Expedia.com Response
• Nov 01, 2019
November 1, 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 a refund for $376.68.
Our records indicate on July 31, 2019 - Mr. *** or an authorized user of the Expedia account booked a two-night reservation at the ***, checking in on September 30, 2019 and checking out on October 2, 2019 via ***
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm from October 3, 2019 through October 11, 2019, there were numerous email communications about Mr. injury. Mr. emailed Expedia advising of the injury he received at the hotel. Expedia responded and advised we are attempting to contact the hotel regarding the complaint. Expedia emailed the hotel about Mr. concern. The hotel eventually responded advising they, “ offered to accompany them to the hospital but he did not want to go because the wound was not so serious. He advised that they could care for it since one of them was a nurse”. On October 22, 2019, Expedia called the hotel and sent an email as the hotel requested. They replied that we should receive a response by October 29, 2019.
After further review on October 29, 2019, I contacted the hotel and they emailed me declining to authorize a refund for Mr. incident. As a one-time courtesy Expedia has issued a full refund for the reservation to the original card that was charged. The refund will be received back on that card in three to seven business days. A refund receipt has been emailed to the email address on file. We have also communicated the indecent with our Market Manager in Athens, Greece, to hopefully avoid such issues in the future.
Please accept our apologies for any inconvenience that was experienced. 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
Hello,
I do accept this response, however, I have yet to receive a refund from Expedia and have not received the email confirmation of a refund as stated in their response.
Thanks
Customer Response
• Nov 13, 2019
Complaint: ***
Hello again,
I never received the refund from the business. Can we please look back into this as they agreed to it.
Thanks
Expedia.com Response
• Nov 14, 2019
November 14, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear that he has not received the refund as yet.We are again responding to Mr.’s complaint regarding the refund for $376.68 for the hotel reservation.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia has been able to verify the refund of $368.68 had not been issued and issued the refund. In addition, Expedia has emailed a refund receipt to the email address on file. The refund will be received within the next 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 had booked a trip for 6 passengers (bundle deal) via the Expedia bundle deal. I was initially very satisfied with the website, as always, Expedia was always my preferred travel booking website. I also purchased the Vacation Waiver for each passenger as it relates to this trip. I had one flight (going) that was cancelled, with ease, within the 24 hour period. The remaining on the itinerary was the hotel, flight, and vehicle. I called on October 14, 2019, and was on hold for a considerable amount of time in which I spoke with a Ms.. Ms. checked with several superiors and indicated that she contacted ***s. She told me she was aware of the policy, in which they would allot a credit and a change fee, however, she told me she was checking to see if I could get a full refund because I had purchased a Vacation Waiver. After her long search, she informed me that I would be entitled to a full refund for the flight that I had purchased. I asked her several times to clarify that this meant a refund, not a credit. She indicated that this was correct, and I would receive a full refund should I choose to cancel. She gave me a case reference number: *** in which she said she would also document such. I relied on this statement and told her I would call back to cancel at a later date, but I wanted to ensure she documented the file. She informed me that she documented the file to reflect that I would indeed receive a full refund. I detrimentally relied on this and made alternate arrangements, as I was told by *** that I would receive a full refund if I called back, I believe a few days before the trip.
I then called on October 17, 2019, and was informed that I could not get a refund, that I would only be given a "credit" for the money that was spent on the airline tickets. This is surely not what I was told, and I was mislead by one of your representatives. I have cancelled my hotel and my car, but the flight still remains not refunded.
Expedia.com Response
• Oct 21, 2019
October 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 vacation package. We understand Ms. is requesting that Expedia compensate her by refunding the return airfare.
Our records show that on October 4, 2019, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from New Orleans, LA, to Denver, CO departing on October 24, 2019 and returning with *** on October 27, 2019. The package includes a hotel, vacation waiver and car rental with a stay at *** for a check in on October 24, 2019 and a check out on October 27, 2019.The total cost of the package is $3387.90.
On October 14, 2019, Ms. contacted Expedia after voiding her *** flight to cancel the rest of her package. Therefore, a representative recorded all package restrictions were provided. Hence, Ms. called back on October 17, 2019 and continued by cancelling the package and accepting a refund of $1526.10 excluding the flight and waiver for six passengers.
Review the following (Vacation Waiver) terms and see Expedia’s terms of use:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon further review, on October 21, 2019, per Ms. verbal authorization Expedia cancelled/refunded the (***) flight for $1141.80. The time it takes to process a refund depends on how quickly her bank posts refunds which is generally between 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.
In end of july we got tickets from expedia travel agency and unfortunately because of millions of grass hoppers attacked to Vegas and my son has very bad phobia insects and it made us to cancelled our vacation
We asked for refund with all medical documents but they didn’t return the money for our fare and they emailed us and said we have to buy flight to kets from *** for our next trip
Now I called to buy tickets they changed their word and said no you have to buy from us ( expedia travel agency ) only to vegas and this was completely misleading now I really need your help
My mom is very ill and I dont have money to go all over world this is forcing and against human right
I talked to higher position who was corporation supervisor his name was Brandon and he was believed the email was wrong but he sent me to legal department rather to help us and he provide the expedia legal department adress to me and I asked for email or phone he said they dont have ??
Expedia.com Response
• Oct 18, 2019
October 18, 2019Revdex.comMid-Western and Central Ohio 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 a refund for $2474.52.
Our records indicate on July 16, 2019, Mr. or an authorized user of the Expedia account purchased four roundtrips on *** departing on July 30, 2019 from Toronto, ON, Canada to Las Vegas, NV, USA and returning on August 3, 2019 from Las Vegas, NV, USA to Toronto, ON, Canada; along with two hotel room reservations at the *** via ***. A confirmation email was emailed on July 16, 2019, it was first opened on July 16, 2019 and reviewed 21 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 29, 2019, Mr. want to cancel without paying any fees because natural disaster; asked to speak to a supervisor. The call was escalated, Mr. wanted to cancel or even exchange due to grasshopper outbreak in Las Vegas, NV. Our representative called the airline and they advised they did not have a flex policy in place. Our representative explained to Mr. and advised need to cancel flights two hour before departure to avoid be marked as a no show. Our representative explained that the hotel was inside penalty and no exceptions were guaranteed. On July 30, 2019, Ms. called to cancel the package and she asked to speak to the corporate office. Our representative contacted the hotel and the hotel advised to send them an email. The representative emailed the hotel and cancelled the flights with the normal cancellation policy. The *** replied advising they have cancelled the hotel rooms and waived the penalties. Ms. called back advising she wanted her flight refunds as she cancelled her flights because of extenuating circumstances. Our representative called the airline and they advised that there is no flex policy and no refund but there is a future travel credit. On October 16, 2019, Ms. called asking to speak to a supervisor.
Our representative was able to get the itinerary number and verify the account. Ms. did not want to speak with the representative. There are no other notes on the account.
After further review on October 18, 2019, Expedia was able to verify the flight and hotel reservations were cancelled on July 30, 2019. When the flights were booked, they were booked as a non-refundable flight. Expedia was able to review the *** fare rules and they advised the tickets are not refundable, unused tickets can be rebooked and travel commenced up to one year from the date of issue. The exchange fee is $100 per ticket plus any fare difference for the new itinerary. Expedia Customer Service Department can be reached at 877-227-7481 and our representative will assist with exchanging the tickets. The tickets are valid until July 15, 2020.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
In addition, at the time of completing his booking on our website, Mr. 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 Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe 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.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
• Oct 24, 2019
Please look at my file and my complaint with more professional eye
Expedia did two misleading actions in their file
I know as costomer we have to respect to policy
But please note three thing here:
1) nature disasters are out of our hand and nobody like to cancel the trip for their birthday and it was mu birthday gift from my family
2)
In their explanation they said we should inform two hours before flight for cancelation,we inform them more than two hours
3) in their email which I copy and pasted in below they did mention We should book for our future flight with same airline (***) they didnt say we have to book with expedia , this email our main concern as misleading
This is their email
Thank you for contacting Expedia.ca regarding the cancellation of your airline reservation. Although the original tickets purchased are non-refundable, the airline allows you the option to use the value of these tickets towards a future reservation. Your future itinerary must comply with the following conditions: The new itinerary must be booked with the same airline; the airline you are booked with is ***. The same passengers must be traveling; Name of passenger are: 1.*** 3.*** The new itinerary must be rebooked and ticketed 16 JUL 20 [within 1 Year of the original booking date) Your original date of booking is 16 JUL 19 You cannot change your departure country. Your Departure country is Canada. Other key details to note: Original Ticket Numbers: *** Total held in credit (per passenger):618.63CAD Change penalty (per passenger): 200CAD+ applicable GST (subject to change by airline) ***The penalty amount cannot be paid from any residual credit value*** Please refer to your online Expedia.ca Itinerary # *** , for the complete details of your original trip. To access your online itinerary, go to www.expedia.ca and click on “My Trips”. When rebooking your itinerary, there may be a difference in fare. Should the fare of the new itinerary be higher than the original purchase - the difference along with the change penalty quoted above will be collected at the time of rebooking. Please note this change fee is subject to change. However, should the fare of the new itinerary be lower, please note the residual credit amount is lost, and only the applicable change penalty will be collected. When you are ready to use your travel credit, we request that you save an itinerary within your Expedia.ca account. It is important that you only save the itinerary and do not purchase the new flight. Since prices are not guaranteed until purchased, it is in your best interest to call us as soon as you have saved your new trip. Please call us with your new itinerary number and the Expedia Booking ID as noted above for us to complete the reservation and issue the tickets. Please feel free to contact us if you have any further questions. Our Customer Support Representatives are available to assist you 24 hours a day, 7 days a week should you have any questions or need clarification on the rules and restrictions of your travel credit.
Please as third party be concern
I am working to use my money in stormy days I dont have extra money to go vacation when I need to go and visit my mom before she die
I hope as big help you can get my own money from this crooks travel agency
Any thing happen to my mother I write in media how they are bad agency
Regards
On October 9 we attempted to book a flight and hotel package on Expedia.ca but the site was down. On October 10 we tried to access the site again and we were redirected to the US site without our knowledge. We ended up booking a package that we later found out was in US dollars, not Canadian. Because of this we ended up paying about 36% more for the package.
We tried to contact Expedia and talked to a few people about this. They kept purposely misunderstanding our problem saying that even if we were on the US site, we would be quoted the same price, just in US dollars instead of Canadian. We kept explaining that we understand currency conversion. The point is that we would not have booked the trip if we knew it was $700 more expensive (because of the conversion). It was simply more than our budget would have allowed and we would have just not booked the trip. They then told us that we should have cancelled the trip when we received the confirmation email because we would have seen the USD. We have the email and nowhere on it does it state that we booked on Expedia.com or that the price is quoted in USD. Of course at any point if we had known we were redirected we would have immediately cancelled.
Expedia finally escalated the issue because we explained many times the redirection to the US site. The response we got from them did not address the redirection but again told us booked in USD: "We would like to notify you that we already contacted our Corporate Office to review your booking session and verify the currency that was quoted during booking. Based on results, we were able to verify that the amount quoted during the process was in USD. Therefore, based on policies and restrictions, Expedia regrets to inform you that refund request has been denied."
Expedia.com Response
• Oct 17, 2019
October 17, 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 $712.00.
Our records indicate on October 10, 2019, Ms. *** or an authorized user of the Expedia account purchased two combined one-way flights departing on October 11, 2019 from Toronto, ON, Canada to New York, NY, USA and returning on October 14, 2019 from New York, NY, USA to Toronto, ON Canada via ***. A confirmation email was emailed on October 10, 2019 to the email address on file, it was first opened on October 10, 2019 and reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm October 16, 2019, Ms. called in about charges to her credit card. Ms. states she usually books reservations on Expedia.ca but encountered an error and was redirected to Expedia.com. Ms. stated she booked and expected that the charges would be in CAD. Ms. advised her credit card charge is 2,657CAD and she expected to pay 1945.48CAD. On October 17, 2019, Ms. says she agreed to pay for the reservation in CAD but the site charged her USD. Ms. advised that the site re-routed her to the Expedia.com site. She assumed that they would be charged in CAD. Ms. claimed there was a site error and wanted a refund of $500.00. Our representative was able to review the reservation and verified it was booked on October 10, 2019 and there were no site errors. Our representative called and spoke with a supervisor. The supervisor advised that the Expedia.ca website would always show CAD or have a “C” next to the price and that $ is Universal for USD. The representative advised that there is no site error.
After further review on October 17, 2019, Expedia was able to view the reservation being created on Expedia.com. In order to book under *** Expedia’s account, Ms. had to log in and put in a password. The reservation was booked on Expedia.com and during the booking process the site advised the cost includes taxes and fees and are quoted in US dollars. The Expedia site showed a few details that would reference it being a U.S. site:***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***Expedia would appear as Expedia.ca. This is how Expedia appeared when the reservation was being created.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Expedia.com charges in USD as noted below, had this been Expedia.ca it would have listed CAD:
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. *** and *** were the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, 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 Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe 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.Based on the 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
Customer Response
• Oct 17, 2019
Complaint: ***
I am rejecting this response because:
Thank you to Expedia for taking the time to write a response. I have included a screenshots of the confirmation email I received. It does not state on it that it is in USD so at that point I had no way of knowing I had incorrectly purchased a flight and hotel package in USD. Yes, I opened the email many times because I was double checking the flight dates and hotel information were correct. Had I known at any point I made a mistake or had been rerouted I would have never booked this trip.
Expedia's reply states "Ms. says she agreed to pay for the reservation in CAD but the site charged her USD". This is not entirely accurate and I just want to make it clear that I agreed to pay the reservation in CAD because I had no reason to suspect it was in USD. I am not accusing the site of bait and switching me but charging me USD instead of the agreed upon CAD. I just really want to point out this subtle difference. I am saying that I was rerouted to the US site when I tried to book via the usual Expedia site we use.
Yes I did have to enter information to make the reservation but I used Expedia's SSO service to access the site so the account automatically signed me in and I had no way of knowing this wasn't the correct site. Beyond that, I entered my personal information and travel information just like I would to book any trip. The Expedia reply states "our representative was able to review the reservation and verified it was booked on October 10, 2019 and there were no site errors". I would like to verify this as there is no way she could have checked on the backend while on the phone with me. A service representative wouldn't have had access to this information without someone in IT and an actual investigation. I would really like logged evidence that I was not rerouted from Expedia's IT department. IT will be able to access this information and show us this.
I understand that this is a frustrating experience for everyone involved. I am very disappointed that we've just been so callously told to accept a $712 difference because we had trouble with their site. We have been loyal customers of Expedia's for many years and are very hurt by this experience. We have booked countless trips either on my account or my fiance's and all we wanted was a little help on this. $712 may not seem like a lot of money to you but it is to us, we would think that there would be some empathy for our situation. We would never willingly cheat your company or any company.
DO NOT USE this company, I had made a booking in September through there online app, I was unable to choose rooms so had to make a comment in their special request section, I was half way through typing when it submitted, so I contacted the hotel directly to tell them of my special request as we had a dog. The hotel confirmed that I would be charged a different price, + a dog fee and we would be staying in a different room. I asked them to email confirmation which they refused said contact expedia which I did immediately, expedia called the hotel and confirmed with them I would be charged the special price, I then asked them to send me a new email confirmation on the price change for some reason they couldn't update the price change werid but they said "dont worry the hotel has your request and will charge you the special price" called hotel again and confirmed they said yes they spoke with expedia and you will be charged the price they told me over the phone. Date comes to when we stay at the hotel upon check out we are charged the original price from the online booking PLUS the extra dog fee! Says nothing can be done you booked through expedia ( Yet we paid the hotel ) Doesn't add up. Long story short after dealing directly with the hotel, filing a complaint with Revdex.com to recover my money back neither will do anything, hotel claims they NEVER told me the special rate, and closed the complaint and to file the complaint with Expedia instead because that's who I booked it with yet I DIDN'T pay Expedia any money. Here's Expedia response:
Expedia is unable to process any refunds when we are not the merchant of record. Please contact the property directly if you are seeking a refund. The terms of use on our website specifically touch on this subject and are available for consumers to review. We are a third party booking agency and only provide the products online for our vendors. We do not own, operate or run any hotels.
There is other places to book online, I recently used a different booking company and when I had to make a change there was absolutely NO Problem on either them or the hotel and were able to change my pricing no problem. Do yourself a favor and avoid this company at all costs!
Never book online with Expedia. Bundle pricing is a rip off. I was charged 122.40 for an economy rental car for 1 day. They showed one price of 23 dollars per day but I was charged the 122.40. Imagine a Elantra Hyundai for 1 day.... I rejected the insurance and return the car earlier than expected. THe agent at Expedia was rude, nasty and unprofessional and spoke to me as though I was an it..
The 3 numbers posted on my check out Total 653.90 sub total 575.42 and taxes and fees 78.48 Where is the itemization I never knew they were charging me 122.40 per day for the economy car
Always go directly to the source-airlines go to that airline, car rental go directly...
Never again will I use or refer anyone to EXPEDIA.....
My family booked a cruise through expedia (itinerary number ***). The appropriate paperwork was filled out and sent to expedia. Part of the deal was $300 in on board credits that never showed up. We called Expedia from the cruise. Expedia customer service claimed they never got the paperwork (even though my wife was able to tell them what was on the form that she submitted online). They kept her on hold for a half hour and then told her there was nothing they could do. We were given a reference number for that call (***). On 9/30/19, I then emailed Expedia to explain the situation and ask how they would resolve the issue. I have not yet heard back. We have booked another cruise through *** who uses Expedia as the travel agent. In my email to Expedia I explained that either a refund of the $300 owed to us or transferring those credits to our future cruise would be acceptable options.
Expedia.com Response
• Oct 17, 2019
October 17, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a cruise reservation. We understand Ms. is requesting a refund for
an on board travel credit for $300.00 that was not provided during their travel.
Our records indicate that on June 1, 2019, Ms. ***, or an authorized user of her Expedia account, self-booked a cruise reservation using Expedia, under itinerary ***.
Upon review, we show that Ms. called in on September 23, 2019 stating she did not receive her onboard travel credit. We verified with the Promotion Department that they did not have a
record of her redemption form as it needed to be submitted 21 days prior to the sailing date. Therefore, she was not eligible to receive the onboard credit towards a her reservation. If Ms.
can provide proof she submitted the form to us we can reconsider her eligibility.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above we are unable to honor her 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
• Oct 18, 2019
Complaint: ***
I am rejecting this response because:
While I appreciate your taking the time to respond, the response is not acceptable. No, we do not have physical proof that the form that was sent to you malfunctioned on your end, as that's not how sending a form on a website works. My wife having known about the form after having filled it out and being able to explain that to your representative over the phone is the only proof one could have. Unfortunately, I will as promised be forced to leave a continuous stream of negative reviews to Expedia, as I would hate to see other people cheated out of the deals they have paid in full for, as well as having to be put on hold for 30 minutes while a customer service representative supposedly reads a form that they later claim does not exist. Otherwise, it is hard to imagine what they could have been doing for that length of time, other than perhaps hoping the person on the other end hung up.
reserved a room at *** Itinerary #*** on 10/12/2019 to 10/13/2019. The room was uninhabitable. There was bugs flying around and the room was filthy. The room was shown to the desk clerk and he saw the issues, but said no other rooms were available. We could not stay in the room and had to drive 3hrs home at 12:30am. I can provide picture's and I recorded the conversation with the desk clerk. What a horrible experience!!
Expedia.com Response
• Oct 21, 2019
October 21, 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.
We understand from the complaint of ***, that he has other documentation that he wishes us to consider with his complaint. We did not receive any documentation or attachments. Please provide all of the documentation that you would like us to consider so that we can provide a one time resolution.
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 reserved 2 cars for my trip to Romania through Expedia, one on 8/31, price claimed $180.34 and another one on 9/9 price claimed by Expedia of $78.89. I ended up paying 5 times more for each car and when I addressed the issue with Expedia they responded that the rental included estimated taxes and fees! I told them it was not mentioned anywhere that the fees are "estimated" and they apologized for the inconvenience! the itinerary numbers are *** and ***, The rental car company in Romania is called ***.
Expedia.com Response
• Oct 17, 2019
October 17, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 $808.83 for the first car rental and $563.16 for the second car.
Our records indicate on July 8, 2019, Ms. or an authorized user of the Expedia account booked a rental car for nine days with *** Car Rental picking up the car on August 31, 2019 and returning it on September 9, 2019 along with the Collision Damage Plan via ***. A confirmation email was emailed to the email address on file, it was first opened on July 8, 2019 and reviewed five times.
Our records also indicate on September 10, 2019, that Ms. or an authorized user of the Expedia account booked a rental car for nine days with *** Car Rental picking up the car on September 14, 2019 and returning it on September 20, 2019 along with the Collision Damage Plan via ***. A confirmation email was emailed on September 10, 2019 to the email address on file, it was first opened on September 11, 2019 and reviewed seven times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm from October 11, 2019 through October 16, 2019, Expedia emailed Ms. advising we are attempting to contact the vendor and will communicate with her once we receive a response. Ms. responded back thanking us. Expedia emailed Ms. advising the car rental company denied the refund request. Ms. replied with her dissatisfaction and Expedia replied advising Expedia must follow through with the decision of the vendor. On October 13, 2019, Ms. called in asking for a refund for charges made by the car rental company. Our representative called them and there was no answer. There is no other documentation on the account.
After further review on October 17, 2019, called *** Car Rental twice and there is no answer. Contacted *** Car Rental U.S. based Customer Service and they advised to send an email to the location. Sent email to the location as advised and received an email response from *** Car Rental with the two rental agreements. *** Car Rental advised that no refunds were due as all charges were agreed 100% by renters at checkout and are based on reservation terms agreed as well.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
In addition, at the time of completing her booking on our website, 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 Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe 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.
Based on the above Expedia is not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Oct 17, 2019
Complaint: ***
I am rejecting this response because:
Expedia didn’t explain that charges are approximate and there wasn’t
any disclaimer that the rental co can charge a different price than the one
I book a tour from Expedia. The description on the website was start on 08:00am, but when I send E-mail to(sellers:***)comfirm my hotel pick up time, they said the city tour is from 1:30 pm, there is no morning, will wait my confirmation. That was totally different with the description on the Expedia website, I ask to cancel tour and want get full refund, I called Expedia customer service and they told me need itinerary with the seller and call me back.
In fact, I didn't hear from them until the end of the trip.After the call, I emailed the seller about canceling the trip. (then I booked another tour from another travel agency)The seller didn't reply to my email until the day before the departure, saying that I needed to write to the Expedia.
Now I open that tour find all the above information has been changed(It used to write start at 8:00am, now change to 1:00pm ), and even the time on my voucher has been changed. I called the Expedia customer service staff and they told me that the schedule on my voucher was same as my tour and they can do nothing.
I think this is a very serious fraud. Every time the itinerary description on the website is inconsistent with the reality, as long as the seller changes the itinerary description on the page, make it be " reality” , anything will be ok
I still keep my old confirmation form(08:00am) and email communication record with the seller. If there is any need, I can send an email to attachment.
Expedia.com Response
• Oct 16, 2019
October 16, 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 tour. We understand *** is requesting a refund.
Our records indicate on October 8, 2019, ***, or a person authorized for the Expedia account, booked a city tour for two people with *** for 8 AM on October 15, 2019.
We contacted the vendor and found that the schedule changed. They were not requiring the customer to accept the new time and authorized a refund. The refund was processed on October 16, 2019. 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
Customer Response
• Oct 17, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have purchase a hotel stay in Punta Cana in Dominican Republic (***) from Expedia.com for my husband birthday. Expedia advertise the hotel as 4 star hotel, which is not even a 2 star hotel.
The hotel did NOT offer the following amenities: bottles of water, you had to drink from a pitcher the water that they gave you even if the hotel has reports of legionnaires, no hair conditioner, no cleanliness of any kind, found a cigarette butt upon check-in, next day the maid comes in and cleans the cigarette butt is still there. Bought a birthday package which included a champagne that was never given to us. No life guards are on property to make sure kids are safe one of our kids almost drown and the hotel did not do anything about it. And finally my daughter caught hand mouth and foot disease on this property since after further investigation the disease was in the hotel since January and management completely disregard it. This disease manifest itself with blisters all over the child's body and it is highly contagious to other kids by touch. When all these issues were reported to Expedia, they completely disregarded them, and claimed that I should've call them every time I had an issue in the hotel.
This was definitely not possible since we were on vacation and we were not trying to talk to Expedia every little thing it happened to us. Also Expedia is not willing to claim any responsibility to the fact that a child got sick and I missed work for two entire weeks because of the negligence of the hotel they advertised. Expedia advertised on their website all the services that the hotel offered and the none of the services offered were received by the three rooms we were staying in.
Expedia failed to properly respond to their client claiming that they have taken this decision after stalling me for about 3 weeks throwing the responsibility on the hotel, but since I paid Expedia I want Expedia to take the full responsibility as this point.
Expedia.com Response
• Oct 16, 2019
October 16, 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 September 7, 2019, ***, or a person authorized for the Expedia account, self-booked three rooms for seven adults and five children with the *** - All Inclusive for check in on September 19, 2019, for three nights.
The rate and reservation selected was nonrefundable with no changes allowed. The terms and conditions were provided at the time of booking and accepted when the purchase was completed.
The customer contacted Expedia post stay requesting a refund of the nights used for dissatisfaction. The complaint made included that the hotel didn’t provide water at their bar, the hotel staff are horrible, they didn’t see a life guard at the hotel pool, they considered being charged service fees was unprofessional, hair conditioner wasn’t included in the room, and they weren’t satisfied with the cleaning.
Issues with the room or hotel may be addressed directly with the hotel during the stay. If assistance is still needed Expedia provides 24/7 customer support; and, we can advocate on behalf of our customer with the hotel, or provide other assistance. Once the nights are used, refund requests are at the digression of the hotel.
We contacted the hotel and discussed the complaint. A refund was not approved. They advised that the details of the complaint could be forwarded to them and they will reply. We forwarded the details provided, and followed up, but a reply was not received by us.
Information posted by the hotel on the website that is available for review at the time of booking states that the hotel charges fees for in room, or public area Wi-Fi, extra person charges, and advises that the list of charges may not be comprehensive. The property offers services that are not included and notes that recreation is available off site or nearby, which may not be included.
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
• Oct 16, 2019
Complaint: ***
I am rejecting this response because:this information is not correct. No one is talking about the most important thing that my daughter got sick and had to stay home for 2 weeks for the poor cleanliness of the hotel. Th e non refundable reservation I would understand is I am trying to change my reservation or cancel it but not when there were major issues, like a kid almost drowning, and it’s incorrect saying that we did not see a life guard, there isn’t one in the pool area period. Also I have never complained about fees, I am not sure what are we talking about. I agreed to the price when I booked the hotel but the hotel is advertised on Expedia with amenities and services that the hotel did not provide, that is not our fault. The multiple supervisors I spoke to why did they ask me to send you pictures of the baby’s disease caught in the hotel along with the certificate of the doctor stating what she had contracted there? Can someone explain why you advertise a hotel of 2 stars as a 4 stars hotel? Can someone tell me why you request explanations and feedback when you don’t really care? Can someone tell me why other travel agency were relocating their guest for legionnaires without any type of cost? Can anyone tell me why Expedia is not able to provide me with a solution when I booked through them? Can anyone tell me why Expedia is telling me the hotel did not approve a refund, but the person I spoke with yesterday told me it was Expedia’s decision since it was non refundable? Non sense. What this hotel provided is far away from the hospitality business Requires to be a 3 stars hotel. Expedia is taking a commission and do not want to loose that commission but the kid could get sick and no one cares.
Sincerely
Expedia.com Response
• Oct 20, 2019
October 20, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional complaints from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
When Expedia is made aware of a problem by a customer we can advocate on the customer’s behalf with the hotel when the problem occurs, or provide other assistance. In this case, all of the nights of the reservation were used and we were called after the stay was completed, with a request to refund the used nights. The reservation is nonrefundable and we were not given an opportunity to provide assistance in retrying the situation.
Expedia is a third-party intermediary that offers items from travel suppliers. The terms and conditions, as well as all policies on how the items are to be handled come from the travel supplier. Expedia is not able to supersede the terms and conditions for items purchased.
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 had issues with Expedia not cancelling and refunding me my money for one of the bookings made in error. I called them today to follow up, they advised me that the requested reservation to be cancelled is not refundable and asked if I would like to cancel anyway. I said NO- unless you refund me-NO. We hung up the phone and in a minute I received an email stating that my reservation has been cancelled. I specifically asked for the reservation to NOT be cancelled unless they provide me a refund (which I am in the process of discussing with the reservations department of the hotel itself). They made a big mess for my vacation from the get go and I am having headaches dealing with them since last week. Moreover, I believe they lied when they stated they got in touch with the hotel and received a response that they cannot refund me because the hotel does not handle this- I`ve been told multiple times by the hotel itself and Expedia representatives.
Expedia.com Response
• Oct 16, 2019
October 16, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. We understand Mr. is requesting that Expedia compensate him by refunding the hotel portion or perform a reinstatement. Our records show on October 10, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included one hotel room and car rental with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $1889.33. In addition, on October 10, 2019, Mr. or an authorized account user self-booked a second package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included two hotel rooms and private shuttle service with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $2974.97. On October 10, 2019, Mr. contacted Expedia after his flight/private shuttle service were successful cancelled on our website. He needed assistance in cancelling the non-refundable hotel room booked under itinerary ***. Therefore, we advocated on his behalf by contacting the Grand Oasis to request authorization. Regrettably, we were unable to obtain authorization to proceed forward with Mr.’s request.
Additionally, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.
***, Cancun Cancellation Policy: The room type and rate selected are non-refundable.
Should you change or cancel this reservation for any reason, your payment will not be refunded.
*** cancellation and change policy: After 24 Hours _Tickets are non-refundable and changes are not permitted.
*** Advisory: Charges associated with the base rate are those which are applicable At the time of booking and could be subject to change. Only those charges listed as mandatory are included in the total rate For the displayed rental. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On October 15, 2019, Expedia contacted Mr. to discuss his credit card dispute of $1124.40 for itinerary ***. We attempted to inform him of our strict dispute procedures for any reservation that disputed as a fraudulent transaction, they are cancelled accordingly. However, Mr. stated that he will be making the necessary arrangements with his bank preventing Expedia from proceeding forward with his case. We respectfully recommend that Mr. contact his bank in regards to his formal dispute as that case is currently pending. While we regret his experience was not as we would have hoped due to the information provided above Expedia is unable to honor his 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
Customer Response
• Oct 16, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
This reservation was done in error and I called right away. I am in contact with the reservations department and they did not say they refuse to cancel. Therefore I think Expedia just falsely claimed they got in touch and were told that they do not want to cancel. The point is if you don't refund me, then dkn't cancel my existing reservation. I could have given it to someone. Expedia here are doing the opposite of what you ask of them. Not helping the customer at all. I am going forward with my credit card company in the request to not process payment to Expedia.
I purchased 4 tickets for a family trip. Itinerary # *** via Expedia travel. Each ticket was priced online $589.45 in total, ($108.00 flight + 481.45 taxes and fees). Therefore, my credit card was charged total $2,357.80 for all four tickets and confirmed email from Expedia with all the flight details and broken-down costs (receipt).
By the end of the SAME day, I see ANOTHER credit card charge for total of $3,981.80. when I called *** Airline Customer Service and waiting for about an hour, they sent me back to Expedia online travel agency customer service, and I had to wait for another hour, and in result they told me that *** did not honor their online price they advertise and they changed the billing to the $3981.80 WITHOUT any authorization to do so. HOWEVER, Expedia actually, miscalculated the ticket price and gave me a false information. In result, and after staying on the phone and dealing with that issue for over 2 hours, I decided to cancel the flight due to Expedia Dishonesty, False Advertising, and Authorization action using my credit card. In top of all that, I missed other airline offering in result of their misleading information and fails advertising.
Not to mention all the emotional stress that I had to go through to get this matter fixed, and taking time off from my work and family just to get Expedia Online mistake, fixed.
October 24, 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 honoring $2357.80 for his flight itinerary.
Our records indicate October 17, 2019, Mr. or an authorized user of the Expedia account purchased four round trip tickets departing on August 8, 2020 from Washington, DC to Istanbul, Turkey and returning on August 22, 2020 along with the Flight Protection Plan via ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm Mr. called in wanting to cancel the reservation since *** has charged him extra. Mr. called in earlier that day and our representative contacted ***. *** advised they changed the price of the flight. Our representative voided the flight and sent Mr. an email advising he would receive his refund in seven business days from ***.
After further review on October 24, 2019, Expedia called *** and they confirmed the ticket were issued for a total of $3981.80. There was an immediate schedule change by *** right after the reservation was created and the additional amount was based on ***’s fare increase. Expedia has the option to offer to honor the increased fare or cancel the tickets. On October 17, 2019, Mr. elected to cancel his tickets and receive a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airline was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. 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 Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe 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.
Liability Disclaimer The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, the Expedia Companies and Expedia Partners do not guarantee the accuracy of and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Expedia, Inc. expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
Greeting.
I really appreciate the Expedia reply.
However, as a consumer that using a online travel agency, I always prefer to use one stop shop, meaning, one agency that will handle all my travel and booking needs. In return, I expect that they do post and provide me with the accurate information as they should stand behind it. I really don’t appreciate that fact that I have to go through multiple loops after booking through Expedia to handle and fix their misleading information.
As a consumer, my time matter. Therefore, once I decided to use Expedia Agency to handle my booking for my family trip, I expect not to worry about anything else after I hit submission. Especially after receiving the confirmation email with the subject “Expedia flight purchase confirmation” from Expedia regarding my itinerary and broken-down charges confirming the flight fare $108.00 + Taxes and Fees $481.45= total $589.45 each ticket. (Please see attached Email Confirmation)
However, as a *** Airline respond in Revdex.com Case: ***. The charges were as follow: “The fare for the itinerary booked was $514.00 for the base and $481.45 for the taxes for a total of $995.45 per ticket.” This tells me that Expedia did NOT calculate the Airfare, Taxes, and Fees properly.
In conclusion, if Expedia does not handle my booking without hassle, why would I use it anymore? Especially, that it is not proving any special discount rates, since it is still sending the request to the airline. For me, it will make more sense to go straight to Airline directly.
1. I am a U.S citizen serving as an International Civil Servant overseas.
2. I have purchased a ticket from *** to Khartoum via *** on *** through Expedia.
3. I have arrived at the airport on time for check in to my flight and waited in line as normal.
4. After reaching the check in desk, the airline told me that there are no seats available for me.
5. I have complaint that I am already booked and have paid for my ticket and thus my seat should be available.
6. The airline avoided my complaint and started talking about rescheduling the fight, which is not true because that fight departed on time.
7. I went back home and contacted Expedia and told them what happened in detail and informed them that I would like to cancel this whole trip because I have lost confidence in this airlines. I have talked to a supervisor who assured me that this matter will be taken seriously with the airline and that they will cancel my booking and get me a full refund.
8. I kept following up with Expedia for more than a month and after so many communications they told me that I have to contact the airline on my own.
9. I have told them that I purchased this ticket through you and so the airline will most probably ask me to communicate through Expedia. And to prove my point I have called the airline and they told me exactly what I have expected - contact Expedia.
10. I have told Expedia again that they need to understand this situation and should contact the airline on my behalf and make it clear to them that I should get a full refund because there was no rescheduling of flight and that they have gave my seat to someone else.
11. Expedia kept asking me to contact the airlines directly.
12. I would like a full refund of my money back, including investigation of what happened that day and why they gave my seat to someone else despite the fact that I came one time to check in.
13. Thank you.
October 22, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint #***) regarding a refund request for an airline ticket. On July 22, 2019, Mr. self-booked an airline reservation on our site via itinerary ***. The reservation was booked and travel set to begin on August 3, 2019. Mr. paid $1324.43 for the ticket and $86.00 for a flight protection plan which covers the ticket in case the customer becomes sick or is injured and cannot travel. We understand from the complaint that on the date of travel August 3, 2019, Mr. was at the airport and was told there were no seats available on the plane. Mr *** was not allowed to check-in for his flight. Mr. was not able to use the reservation and is requesting a full refund for his multi-destination ticket in the amount of $1324.43. Upon receiving the customer’s complaint we reviewed the customer’s entire case. We understand Mr. has dealt with this issue since the date of travel August 3rd, 2019, and has contacted us by phone several times. We have spoken to the airline approximately eight times regarding the same issue. We can confirm that the airline took over Mr. ticket which means Expedia no longer has any access to the information. Expedia is then restricted from viewing or making any changes on the ticket. Since Expedia does not have access the airline has asked us to refer Mr. directly with their office in ***. Mr. needs to contact the airline at ***. In the past Expedia agents were told that Mr. agreed with a schedule change at the aiport. Since Mr. confirms this was not the case he needs to let the airline know this is not the truth and to begin a case with the airline. I remind Mr. that although the purchase was made on Expedia the charge on his statement is from the airline and upon purchase through our site the customer agrees to abide by the terms of the vendor. I have attached a copy of the Terms of Use which Mr. or an authorized user accepted when the booking was made. SUPPLIER RULES AND RESTRICTIONS 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. LIABILITY DISCLAIMER 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.
I have also attached a screenshot of our system when attempting to pull up Mr. tickets. As you will be able to see Expedia is unable to make any type of changes for the ticket numbers shown. We do regret any inconvenience Mr. encountered in resolving this matter. If Mr. has any additional questions they may contact Expedia Customer Support Sincerely, Daniel A Corporate Correspondence Team
October 29, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia.com Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer rebuttal from *** Suliman. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***) regarding a refund request for an airline ticket. We have again reviewed Mr. complaint regarding a refund request. Mr. is requesting a refund from Expedia for $1324.43 for a ticket he mentions he was not allowed to use when checking-in at the airport. We have been in contact with the airline which mentions the customer has not contacted their headquarters in Nigeria. Furthermore, the airline took over this ticket. When an airline takes over a ticket it restricts access to any agency from which the reservation was booked. While Expedia must contact the airline when a ticket is booked through our website, this is not the case when the airline has taken over complete control of a ticket. We are unclear why the airline did not allow Mr. to check-in. When a ticket is purchased the airline must provide transportation for the customer on the schedule flight he booked or reprotect the customer by placing them on another flight. If neither is provided then the airline must refund the passenger. If Mr. checks his statement he will be able to see that the charge comes directly from the airline. Although the booking is made through our website the airline is the one that charges the customer directly. As mentioned on my last response the customer must contact *** Nigerian Headquarters at *** or ***. I am again providing the Terms of Use accepted when booking on our site. Please review them and contact the phone number provided as we will not be able to provide further assistance for this case. SUPPLIER RULES AND RESTRICTIONS 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. LIABILITY DISCLAIMER 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. 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, Daniel A Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
1/ Expedia does not want to take responsibility.
2/ Expedia can give me the name/s of people from the airline that have been in contact with.
3/ I will go to the airline physically and discuss this issue and ask for a full refund and an apology.
4/ If the airline asks me to go back to Expedia again, I will proceed with contacting the Office of Attorney General to file a complaint against Expedia.
5/ I will consider this issue resolved only after getting a full refund back.
Sincerely
I bought a series of plane tickets through Expedia. This would bring me from Nashville, TN to Manila Philippines. The first leg of the flight was from Nashville to San Francisco. The flight left early, and Then missed it. I contacted Expedia's customer service and after being put on hold for hours, and going to the supervisor, I was told the would not put me on another flight u less I would pay over $700 (which is more than the cost of a one way flight to the Philippines). I asked for even a partial refund status nce I had originally purchased a round trip which involved 6 different flights, and they flat out refused to do anything for me, despite the fact that the first flight had left early.
October 23, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on September 24, 2019, Mr., or an authorized user of his account, self-booked a flight reservation on Expedia.com, under itinerary ***. Travel was with ***, ***, and J ***, departing on October 16, 2019, returning on November 4, 2019, from Nashville, TN, United States to Manila, Philippines. We understand Mr. is requesting a roundtrip flight to the Philippines in lieu of his unused flight reservation, stating the flight was missed due to an early departure.
Upon receipt of the complaint, we researched the issues brought to our attention. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation. Furthermore, the following mandated flight cancellation and change policy was advised and accepted at the time of booking: (This was also provided on the confirmation email)
Tickets are nonrefundable, nontransferable and name changes are not allowed.
In an effort to resolve Mr.’s issue, Expedia reached out to *** (merchant of record) several times to advocate on his behalf, requesting approval to reissue the tickets without any additional cost. The airlines confirmed no airline schedule change occurred on the reservation and that the missed flight from Nashville, TN to San Francisco, CA departed two minutes prior to the scheduled departure time. Therefore, normal policy would apply.
Today, October 23, 2019, Expedia reached out to *** again to advocate on Mr.’s behalf, requesting a refund approval of the unused flight reservation. Regrettably, the airlines denied the refund request.
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. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, the following Expedia Terms of Use were accepted at the time of booking:
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.
Because we value Mr. as a customer, a $150.00 Expedia travel coupon was added to his account on October 16, 2019, as a gesture of good will, to lessen the overall cost towards his hotel accommodation for the night; which, was used towards a hotel booking under itinerary ***.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his 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,
Erika M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia keeps making this claim that the flight only left 2 minutes early, however I arrived at the terminal 20 minutes early and the plane was gone. Maybe it hadn't taken off yet, but it taxied away from the terminal much earlier. I explained this during my call to customer service. I do not expect a refund, but credit tward another flight is more than fair. Expedia tells everyone that they have no control over refunds, or voucher ect. but that is not true. They are more than capable left of fixing this situation.
Sincerely
I purchased a voucher for a bus transfer from London Gatwick to London Heathrow airport from expedia.com. when I arrived at the bus, the driver told me that the voucher was not valid. I had to purchase a second ticket. when I returned home I requested a refund from expedia, and requested that they take the bus voucher off their website for purchase to avoid defrauding any further consumers. I have still not received the refund of $30 from expedia after over a month.
October 24, 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 ***) regarding an activity reservation. We understand that Mr. has not received a refund and he is requesting that Expedia reprocess it.
On September 1, 2019, Mr. or an authorized account user self-booked a Bus Transfer: Gatwick Airport to Heathrow Airport using Expedia’s website, under Itinerary ***.
On September 17, 2019, that activity was refunded for a total of $30.00. Regrettably, that electronic refund failed to process. Therefore, Expedia performed a manual refund of $30.40. The refund will go back to the original form of payment. The time it takes for the refund to post depends upon his 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,
Melanie A
Corporate Correspondence Team
On or about October 9, 2019, I tried to get a hotel reservation from Expedia for a *** located near Allentown, PA. The computer “glitched” during the booking process. I did not receive an email confirmation of the reservation, so I booked another reservation with a different hotel. I did receive an email confirmation of that reservation and proceeded to spend the night there on October 11. On October 13, I checked my credit card statement and discovered a $120.50 charge for a hotel I did not stay at. I emailed customer service at Expedia and explained the situation. Their response was “we worked with *** to try to get a refund, but our efforts were not enough.” I was tagged as a no show, and was charged for a hotel reservation that I was not informed that I even had.
October 23, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding two hotel reservations. We understand Mrs. made a second hotel reservation in error. However, she is seeking compensation from Expedia.
Our records show on September 23, 2019, Mrs. self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel stay was with *** Johnson, Allentown, PA, for a check in on October 11, 2019, and a check out on October 12, 2019, for total of $120.50, collected at check in.
We verified on October 9, 2019, Mrs. self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel stay was with Allentown Park, Allentown, PA, for a check in on October 11, 2019, and a check out on October 12, 2019, for a total of $125.40, collected at check in.
On October 13, 2019 Mrs. contacted Expedia to request a refund under itinerary ***. We then contacted *** to advocate on Mrs. behalf by requesting a refund. Regrettably, the hotel declined our request citing their cancellation policy.
*** Cancellation and Change Policy: Cancellations or changes made after 4:00 PM local hotel time, Thursday, October 10, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
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 merchant of record (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 hotel and must adhere to the hotel’s policy
On October 23, 2019, Expedia used an internal tool allowing us to verify if Mrs. confirmation did fail to send. Our records indicate that Mrs. received her confirmation under itinerary ***; on September 23, 2019, which was viewed multiple times.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted Expedia’s 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.
While we regret Mrs. experience was not as we would have hoped due to the information provided above Expedia is not able to honor her compensation request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
An Expedia agent , booked an incorrect return date for us..After their review of the recorded tape , they acknowledged their error
my wife , and I were delayed by 2 days , by their error , and we incurred additional expenses .
While I asked *** to waive the change fee , which they did , because I am a frequent *** flier , and it was within 72 hours of the original booking ,thus saving them $ 500 in total , they used this result as their reason for not approving any additional refunds .Expedia as a curtesy issued a voucher for $ 200 in total , for our being inconvenienced .However our expenses for the additional two days that we were delayed ,were approximately $ 1200 total.We asked them for the additional $ 1000 , but they refused.Their refusal was abrupt and doesn't make sense.
October 23, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation. We understand Mr. is seeking compensation in the amount of $1,000.00, claiming an error on the booking agent as the return flight was booked for a different date. Our records indicate that on August 4, 2019, Mr., or an authorized user of his account, booked a flight reservation through an Expedia agent, under itinerary ***. Travel was with *** Airlines, traveling from Chicago, IL to Boston, MA departing on August 7, 2019, returning on May 8, 2020. We verified that Expedia previously replied to Mr.’s complaint through a legal channel; the formal response is attached. On October 23, 2019; we located Mr.’s hotel accommodation booked through an Expedia agent, under itinerary ***, for a total of $310.58. Mr. used his $200.00 voucher leaving him with an excess of $110.58 to be paid. Therefore, Expedia processed a refund of $110.58, back to his original form of payment. The time it takes for this refund to post depends upon his bank. Generally within three to seven days. Furthermore, if Mr. incurred additional expenses caused by alternative flight arrangements we respectfully request receipts or a bank statement in (PDF) format for review purposes. Mr. may attach his documentation to the (“Revdex.com”) complaint. We regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his compensation request at this time. We thank you for allowing us the opportunity to address your concerns. If you have any other questions, please don’t hesitate to contact us. Sincerely,
Melanie A Corporate Correspondence Team
had quite the fiasco occur the night of my arrival to my vacation in Cancun. I changed my fiance and friends' plans entirely based on a "promotion" I saw online for Expedia that I thought was too good to be true and so declined our bus shuttle services etc. to rent a car. However, before continuing with our booking I contacted Expedia and spoke with one of their team members (Tom-ref
*)) on the phone, and he assured me we would NOT be experiencing any trouble, the promotion was accurate, the cost online was accurate and that no trouble should occur when we arrived at the counter; additionally to decline any mentions of insurance coverage at the counter. Tom stated that no additional requirements were going to be requested.
In arriving at the counter I was informed that this was not true. That what Expedia was offering was not enough to cover the car. Again, the Expedia person specifically told us to NOT purchase any insurance because it was all covered, to which we changed all our travel plans based on this information. The car rental continued to dispute Expedia's claims and would not release our car at the rate stated on our Expedia agreement. My friends and I were then left stranded at the car rental location for over 2 hours trying to resolve this between Expedia and the car rental; only to ultimately have an Expedia Manager (Jairo) admit that it was their fault and I was informed that if we were to pay we would be compensated. Now, over 2 months later, I have filed complaints and have numerous email correspondences with Expedia regarding the refund, to which they now are denying to do so. This is very troubling, given I did my due diligence, called prior to going to the counter and listened to their employee about the insurance, and then to a manager about proceeding with the car rental, only to be left still unattended to.
October 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Dr. *** (Revdex.com case number ***) regarding a car rental reservation. We understand that the customer is seeking a full refund for rental coverage, based on our agencies advisement.
Our records show that on August 15, 2019, Dr. ***, or an authorized account user, self-booked a car rental reservation using Expedia’s Mobile site, under itinerary ***. The reservation was with *** in Cancun, Mexico scheduled for August 15, 2019, to August 21, 2019.
On August 15, 2019, Dr. *** contacted Expedia to discuss the, “Limited Liability Coverage”, per Enterprises rental conditions. We contacted *** for coverage determination if the “Limited Liability Coverage”, was included. As, we were advised by *** the (Limited Liability) is covered under the rental contract. However, *** stated that (Civil Liability) comes at an additional cost or the customer may provide a $2500 deposit if she declines the added (Liability).
After reviewing, the copy of the rental contract provided by Dr. ***, we were able to confirm that the, “Limited Liability”, was included at no extra cost. Regrettably, the (Civil Liability) came at an up charge for a total of MXN 2000.04, which is equivalent to USD 104.64.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the Travel Providers Restrictions and Expedia’s Terms of Use.
Enterprise:
Customers can obtain coverage for damages and injuries to third parties under the local rental car company’s Insurance by purchasing its Third Party liability protection and such a purchase is required unless the customer presents valid proof of current Liability Insurance specifying coverage in Mexico. Liability Insurance purchased on Third Party travel websites and Insurance that accompanies us credit or debit cards are not acceptable forms of coverage. If the customer provides acceptable proof of current Liability Insurance in Mexico and declines to purchase the TPL offered by the local rental car company, an additional authorization in the amount of USD $2500.00 will be held on his or her Credit Card.
*Note: The restrictions above are located on Dr. ***’s itinerary
Expedia’s 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.
As a courtesy, on October 21, 2019, Expedia called Dr. *** to collect her form of payment in order to process a refund of $104.64. However, Dr. *** was unavailable by phone; therefore we sent her an email. Since Dr. *** has contact restrictions based on her health conditions, Expedia is unable to procced forward.
While we regret Dr. ***’s experience was not as we would have hoped due to the information provided above Expedia is unable to honor her request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I booked a round trip NYC-FCO flight on Expedia. They sent me an email saying the airline did not acknoweledge it and I should contact them. I contacted them and was transferred to corporate. The agent apologized and told me she would rebooked the flight directly with the airline. At this point, I was told I would have to pay again while I waited for the refund from the first booking.
Within 2 hours I had gotten a second email AGAIN indicating that the second booking was again, not acknowledged by the airline and that the airline would not honor the pricing advertise and they would as a result have to cancel the flight. The flight was cancelled and I received a refund.
Expedia has continued to advertise the exact same flight and exact same price since mine was cancelled. The flight as of today continues to appear at the same time, with the same airline for both the outbound and return flight for the exact same price they told me they couldn't honor.
October 23, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number***) regarding a flight reservation. We understand Mrs. flight could not be confirmed and she is requesting that Expedia provide her with an explanation.
Our records show that on October 12, 2019, Mrs., or an authorized user of the Expedia account; user self-booked a flight on Expedia’s Mobile site under itinerary ***. Travel was with ***, traveling from New York, NY USA to Rome, Italy, departing on April 12, 2020 and returning with *** on April 19, 2020, for a total of $986.12. On October 14, 2019, Mrs. contacted Expedia based on an unconfirmed flight reservation. In an attempt to correct the issue, Expedia rebooked the same flight under itinerary ***, matching her original booking.
Regrettably, (***) did not permit tickets to be issued by Expedia on either itinerary, resulting in no charges. (***) did submit an update affecting their available classes of service and cost. Any updates to an airlines inventory takes time to reflect on Expedia’s website. Furthermore, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to pricing adjustments based on our provider’s available inventory.
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. If you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
Expedia’s 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.
On October 23, 2019, Expedia reviewed the *** flight, traveling from New York, NY USA to Rome, Italy, departing on April 12, 2020 and returning with *** on April 19, 2020, the current cost is $1093.28 with a different class of service. Therefore, (***’s) adjustment is officially reflecting on Expedia’s website.
We thank you for allowing us the opportunity to address Mrs.’s concerns. If you have any other questions, please do not hesitate to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
October 24, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for your reply. We regret to hear that Mrs. *** wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. (Revdex.com case number***) regarding a flight reservation. We understand Mrs. flight was not confirmed and she is requesting that Expedia provide an explanation and issue her tickets.
Airlines and other travel suppliers may change their prices without notice; this can transpire multiple times until inventory is sold out. Airfare is only guaranteed once tickets are issued. Therefore, on October 24, 2019, Expedia assisted Mrs., in booking travel with ***, traveling from New York, NY USA to Rome, Italy departing on April 12, 2020 and returning on April 19, 2020, for a total of $986.12.
Furthermore, Mrs. received a confirmation via *** containing the non-refundable tickets, as discussed. If she has any service related questions, she may kindly refer to *** customer service department at the following number ***.
We thank you for allowing us the opportunity to address Mrs.’s concerns. If you have any other questions, please do not hesitate 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
Hi there,
I have purchased a hotel stay in Athens, Greece for 9/30-10/2 thu expedia for ***. During the night of 10/1/2019 I was severely injured by the hotel. While trying to exit the shower door, the glass fell and shattered onto me causing a 6 inch laceration to my inner thigh and a large laceration onto my big toe. I have had to have stitches and have had medical test done on the wounds. I'm still nearly 3 weeks later still healing from this incident.
The construction of the shower was done illegally and the glass used was not tempered. There was also no track system installed for the glass to slide back and forth on. There was also no safety catch or stoppers installed. These are all violations of the international building code.
I had reached out to Expedia via email and filed a complaint. The last communications I had received was that they could not grant me a refund for the hotel stay.
This is not acceptable. I now have a very ruined vacation experience, thousands of dollars in emergency medical bills, missed days of work, and still suffering from loss of movement in my toe.
The hotel has not done anything and expedia has not done anything. Please make this right.
November 1, 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 a refund for $376.68.
Our records indicate on July 31, 2019 - Mr. *** or an authorized user of the Expedia account booked a two-night reservation at the ***, checking in on September 30, 2019 and checking out on October 2, 2019 via ***
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm from October 3, 2019 through October 11, 2019, there were numerous email communications about Mr. injury. Mr. emailed Expedia advising of the injury he received at the hotel. Expedia responded and advised we are attempting to contact the hotel regarding the complaint. Expedia emailed the hotel about Mr. concern. The hotel eventually responded advising they, “ offered to accompany them to the hospital but he did not want to go because the wound was not so serious. He advised that they could care for it since one of them was a nurse”. On October 22, 2019, Expedia called the hotel and sent an email as the hotel requested. They replied that we should receive a response by October 29, 2019.
After further review on October 29, 2019, I contacted the hotel and they emailed me declining to authorize a refund for Mr. incident. As a one-time courtesy Expedia has issued a full refund for the reservation to the original card that was charged. The refund will be received back on that card in three to seven business days. A refund receipt has been emailed to the email address on file. We have also communicated the indecent with our Market Manager in Athens, Greece, to hopefully avoid such issues in the future.
Please accept our apologies for any inconvenience that was experienced. 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
Hello,
I do accept this response, however, I have yet to receive a refund from Expedia and have not received the email confirmation of a refund as stated in their response.
Thanks
Complaint: ***
Hello again,
I never received the refund from the business. Can we please look back into this as they agreed to it.
Thanks
November 14, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear that he has not received the refund as yet.We are again responding to Mr.’s complaint regarding the refund for $376.68 for the hotel reservation.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia has been able to verify the refund of $368.68 had not been issued and issued the refund. In addition, Expedia has emailed a refund receipt to the email address on file. The refund will be received within the next 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 had booked a trip for 6 passengers (bundle deal) via the Expedia bundle deal. I was initially very satisfied with the website, as always, Expedia was always my preferred travel booking website. I also purchased the Vacation Waiver for each passenger as it relates to this trip. I had one flight (going) that was cancelled, with ease, within the 24 hour period. The remaining on the itinerary was the hotel, flight, and vehicle. I called on October 14, 2019, and was on hold for a considerable amount of time in which I spoke with a Ms.. Ms. checked with several superiors and indicated that she contacted ***s. She told me she was aware of the policy, in which they would allot a credit and a change fee, however, she told me she was checking to see if I could get a full refund because I had purchased a Vacation Waiver. After her long search, she informed me that I would be entitled to a full refund for the flight that I had purchased. I asked her several times to clarify that this meant a refund, not a credit. She indicated that this was correct, and I would receive a full refund should I choose to cancel. She gave me a case reference number: *** in which she said she would also document such. I relied on this statement and told her I would call back to cancel at a later date, but I wanted to ensure she documented the file. She informed me that she documented the file to reflect that I would indeed receive a full refund. I detrimentally relied on this and made alternate arrangements, as I was told by *** that I would receive a full refund if I called back, I believe a few days before the trip.
I then called on October 17, 2019, and was informed that I could not get a refund, that I would only be given a "credit" for the money that was spent on the airline tickets. This is surely not what I was told, and I was mislead by one of your representatives. I have cancelled my hotel and my car, but the flight still remains not refunded.
October 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 vacation package. We understand Ms. is requesting that Expedia compensate her by refunding the return airfare.
Our records show that on October 4, 2019, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with *** Airlines, traveling from New Orleans, LA, to Denver, CO departing on October 24, 2019 and returning with *** on October 27, 2019. The package includes a hotel, vacation waiver and car rental with a stay at *** for a check in on October 24, 2019 and a check out on October 27, 2019.The total cost of the package is $3387.90.
On October 14, 2019, Ms. contacted Expedia after voiding her *** flight to cancel the rest of her package. Therefore, a representative recorded all package restrictions were provided. Hence, Ms. called back on October 17, 2019 and continued by cancelling the package and accepting a refund of $1526.10 excluding the flight and waiver for six passengers.
Review the following (Vacation Waiver) terms and see Expedia’s terms of use:
https://www.expedia.com/g/rf/vacation-waiver-terms
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.
Upon further review, on October 21, 2019, per Ms. verbal authorization Expedia cancelled/refunded the (***) flight for $1141.80. The time it takes to process a refund depends on how quickly her bank posts refunds which is generally between 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,
Melanie A
Corporate Correspondence Team
In end of july we got tickets from expedia travel agency and unfortunately because of millions of grass hoppers attacked to Vegas and my son has very bad phobia insects and it made us to cancelled our vacation
We asked for refund with all medical documents but they didn’t return the money for our fare and they emailed us and said we have to buy flight to kets from *** for our next trip
Now I called to buy tickets they changed their word and said no you have to buy from us ( expedia travel agency ) only to vegas and this was completely misleading now I really need your help
My mom is very ill and I dont have money to go all over world this is forcing and against human right
I talked to higher position who was corporation supervisor his name was Brandon and he was believed the email was wrong but he sent me to legal department rather to help us and he provide the expedia legal department adress to me and I asked for email or phone he said they dont have ??
October 18, 2019Revdex.comMid-Western and Central Ohio 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 a refund for $2474.52.
Our records indicate on July 16, 2019, Mr. or an authorized user of the Expedia account purchased four roundtrips on *** departing on July 30, 2019 from Toronto, ON, Canada to Las Vegas, NV, USA and returning on August 3, 2019 from Las Vegas, NV, USA to Toronto, ON, Canada; along with two hotel room reservations at the *** via ***. A confirmation email was emailed on July 16, 2019, it was first opened on July 16, 2019 and reviewed 21 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 29, 2019, Mr. want to cancel without paying any fees because natural disaster; asked to speak to a supervisor. The call was escalated, Mr. wanted to cancel or even exchange due to grasshopper outbreak in Las Vegas, NV. Our representative called the airline and they advised they did not have a flex policy in place. Our representative explained to Mr. and advised need to cancel flights two hour before departure to avoid be marked as a no show. Our representative explained that the hotel was inside penalty and no exceptions were guaranteed. On July 30, 2019, Ms. called to cancel the package and she asked to speak to the corporate office. Our representative contacted the hotel and the hotel advised to send them an email. The representative emailed the hotel and cancelled the flights with the normal cancellation policy. The *** replied advising they have cancelled the hotel rooms and waived the penalties. Ms. called back advising she wanted her flight refunds as she cancelled her flights because of extenuating circumstances. Our representative called the airline and they advised that there is no flex policy and no refund but there is a future travel credit. On October 16, 2019, Ms. called asking to speak to a supervisor.
Our representative was able to get the itinerary number and verify the account. Ms. did not want to speak with the representative. There are no other notes on the account.
After further review on October 18, 2019, Expedia was able to verify the flight and hotel reservations were cancelled on July 30, 2019. When the flights were booked, they were booked as a non-refundable flight. Expedia was able to review the *** fare rules and they advised the tickets are not refundable, unused tickets can be rebooked and travel commenced up to one year from the date of issue. The exchange fee is $100 per ticket plus any fare difference for the new itinerary. Expedia Customer Service Department can be reached at 877-227-7481 and our representative will assist with exchanging the tickets. The tickets are valid until July 15, 2020.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
In addition, at the time of completing his booking on our website, Mr. 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 Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe 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.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
Please look at my file and my complaint with more professional eye
Expedia did two misleading actions in their file
I know as costomer we have to respect to policy
But please note three thing here:
1) nature disasters are out of our hand and nobody like to cancel the trip for their birthday and it was mu birthday gift from my family
2)
In their explanation they said we should inform two hours before flight for cancelation,we inform them more than two hours
3) in their email which I copy and pasted in below they did mention We should book for our future flight with same airline (***) they didnt say we have to book with expedia , this email our main concern as misleading
This is their email
Thank you for contacting Expedia.ca regarding the cancellation of your airline reservation. Although the original tickets purchased are non-refundable, the airline allows you the option to use the value of these tickets towards a future reservation. Your future itinerary must comply with the following conditions: The new itinerary must be booked with the same airline; the airline you are booked with is ***. The same passengers must be traveling; Name of passenger are: 1.*** 3.*** The new itinerary must be rebooked and ticketed 16 JUL 20 [within 1 Year of the original booking date) Your original date of booking is 16 JUL 19 You cannot change your departure country. Your Departure country is Canada. Other key details to note: Original Ticket Numbers: *** Total held in credit (per passenger):618.63CAD Change penalty (per passenger): 200CAD+ applicable GST (subject to change by airline) ***The penalty amount cannot be paid from any residual credit value*** Please refer to your online Expedia.ca Itinerary # *** , for the complete details of your original trip. To access your online itinerary, go to www.expedia.ca and click on “My Trips”. When rebooking your itinerary, there may be a difference in fare. Should the fare of the new itinerary be higher than the original purchase - the difference along with the change penalty quoted above will be collected at the time of rebooking. Please note this change fee is subject to change. However, should the fare of the new itinerary be lower, please note the residual credit amount is lost, and only the applicable change penalty will be collected. When you are ready to use your travel credit, we request that you save an itinerary within your Expedia.ca account. It is important that you only save the itinerary and do not purchase the new flight. Since prices are not guaranteed until purchased, it is in your best interest to call us as soon as you have saved your new trip. Please call us with your new itinerary number and the Expedia Booking ID as noted above for us to complete the reservation and issue the tickets. Please feel free to contact us if you have any further questions. Our Customer Support Representatives are available to assist you 24 hours a day, 7 days a week should you have any questions or need clarification on the rules and restrictions of your travel credit.
Please as third party be concern
I am working to use my money in stormy days I dont have extra money to go vacation when I need to go and visit my mom before she die
I hope as big help you can get my own money from this crooks travel agency
Any thing happen to my mother I write in media how they are bad agency
Regards
On October 9 we attempted to book a flight and hotel package on Expedia.ca but the site was down. On October 10 we tried to access the site again and we were redirected to the US site without our knowledge. We ended up booking a package that we later found out was in US dollars, not Canadian. Because of this we ended up paying about 36% more for the package.
We tried to contact Expedia and talked to a few people about this. They kept purposely misunderstanding our problem saying that even if we were on the US site, we would be quoted the same price, just in US dollars instead of Canadian. We kept explaining that we understand currency conversion. The point is that we would not have booked the trip if we knew it was $700 more expensive (because of the conversion). It was simply more than our budget would have allowed and we would have just not booked the trip. They then told us that we should have cancelled the trip when we received the confirmation email because we would have seen the USD. We have the email and nowhere on it does it state that we booked on Expedia.com or that the price is quoted in USD. Of course at any point if we had known we were redirected we would have immediately cancelled.
Expedia finally escalated the issue because we explained many times the redirection to the US site. The response we got from them did not address the redirection but again told us booked in USD: "We would like to notify you that we already contacted our Corporate Office to review your booking session and verify the currency that was quoted during booking. Based on results, we were able to verify that the amount quoted during the process was in USD. Therefore, based on policies and restrictions, Expedia regrets to inform you that refund request has been denied."
October 17, 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 $712.00.
Our records indicate on October 10, 2019, Ms. *** or an authorized user of the Expedia account purchased two combined one-way flights departing on October 11, 2019 from Toronto, ON, Canada to New York, NY, USA and returning on October 14, 2019 from New York, NY, USA to Toronto, ON Canada via ***. A confirmation email was emailed on October 10, 2019 to the email address on file, it was first opened on October 10, 2019 and reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm October 16, 2019, Ms. called in about charges to her credit card. Ms. states she usually books reservations on Expedia.ca but encountered an error and was redirected to Expedia.com. Ms. stated she booked and expected that the charges would be in CAD. Ms. advised her credit card charge is 2,657CAD and she expected to pay 1945.48CAD. On October 17, 2019, Ms. says she agreed to pay for the reservation in CAD but the site charged her USD. Ms. advised that the site re-routed her to the Expedia.com site. She assumed that they would be charged in CAD. Ms. claimed there was a site error and wanted a refund of $500.00. Our representative was able to review the reservation and verified it was booked on October 10, 2019 and there were no site errors. Our representative called and spoke with a supervisor. The supervisor advised that the Expedia.ca website would always show CAD or have a “C” next to the price and that $ is Universal for USD. The representative advised that there is no site error.
After further review on October 17, 2019, Expedia was able to view the reservation being created on Expedia.com. In order to book under *** Expedia’s account, Ms. had to log in and put in a password. The reservation was booked on Expedia.com and during the booking process the site advised the cost includes taxes and fees and are quoted in US dollars. The Expedia site showed a few details that would reference it being a U.S. site:***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***Expedia would appear as Expedia.ca. This is how Expedia appeared when the reservation was being created.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Expedia.com charges in USD as noted below, had this been Expedia.ca it would have listed CAD:
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. *** and *** were the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, 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 Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe 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.Based on the 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
Complaint: ***
I am rejecting this response because:
Thank you to Expedia for taking the time to write a response. I have included a screenshots of the confirmation email I received. It does not state on it that it is in USD so at that point I had no way of knowing I had incorrectly purchased a flight and hotel package in USD. Yes, I opened the email many times because I was double checking the flight dates and hotel information were correct. Had I known at any point I made a mistake or had been rerouted I would have never booked this trip.
Expedia's reply states "Ms. says she agreed to pay for the reservation in CAD but the site charged her USD". This is not entirely accurate and I just want to make it clear that I agreed to pay the reservation in CAD because I had no reason to suspect it was in USD. I am not accusing the site of bait and switching me but charging me USD instead of the agreed upon CAD. I just really want to point out this subtle difference. I am saying that I was rerouted to the US site when I tried to book via the usual Expedia site we use.
Yes I did have to enter information to make the reservation but I used Expedia's SSO service to access the site so the account automatically signed me in and I had no way of knowing this wasn't the correct site. Beyond that, I entered my personal information and travel information just like I would to book any trip. The Expedia reply states "our representative was able to review the reservation and verified it was booked on October 10, 2019 and there were no site errors". I would like to verify this as there is no way she could have checked on the backend while on the phone with me. A service representative wouldn't have had access to this information without someone in IT and an actual investigation. I would really like logged evidence that I was not rerouted from Expedia's IT department. IT will be able to access this information and show us this.
I understand that this is a frustrating experience for everyone involved. I am very disappointed that we've just been so callously told to accept a $712 difference because we had trouble with their site. We have been loyal customers of Expedia's for many years and are very hurt by this experience. We have booked countless trips either on my account or my fiance's and all we wanted was a little help on this. $712 may not seem like a lot of money to you but it is to us, we would think that there would be some empathy for our situation. We would never willingly cheat your company or any company.
Sincerely
DO NOT USE this company, I had made a booking in September through there online app, I was unable to choose rooms so had to make a comment in their special request section, I was half way through typing when it submitted, so I contacted the hotel directly to tell them of my special request as we had a dog. The hotel confirmed that I would be charged a different price, + a dog fee and we would be staying in a different room. I asked them to email confirmation which they refused said contact expedia which I did immediately, expedia called the hotel and confirmed with them I would be charged the special price, I then asked them to send me a new email confirmation on the price change for some reason they couldn't update the price change werid but they said "dont worry the hotel has your request and will charge you the special price" called hotel again and confirmed they said yes they spoke with expedia and you will be charged the price they told me over the phone. Date comes to when we stay at the hotel upon check out we are charged the original price from the online booking PLUS the extra dog fee! Says nothing can be done you booked through expedia ( Yet we paid the hotel ) Doesn't add up. Long story short after dealing directly with the hotel, filing a complaint with Revdex.com to recover my money back neither will do anything, hotel claims they NEVER told me the special rate, and closed the complaint and to file the complaint with Expedia instead because that's who I booked it with yet I DIDN'T pay Expedia any money. Here's Expedia response:
Expedia is unable to process any refunds when we are not the merchant of record. Please contact the property directly if you are seeking a refund. The terms of use on our website specifically touch on this subject and are available for consumers to review. We are a third party booking agency and only provide the products online for our vendors. We do not own, operate or run any hotels.
There is other places to book online, I recently used a different booking company and when I had to make a change there was absolutely NO Problem on either them or the hotel and were able to change my pricing no problem. Do yourself a favor and avoid this company at all costs!
Never book online with Expedia. Bundle pricing is a rip off. I was charged 122.40 for an economy rental car for 1 day. They showed one price of 23 dollars per day but I was charged the 122.40. Imagine a Elantra Hyundai for 1 day.... I rejected the insurance and return the car earlier than expected. THe agent at Expedia was rude, nasty and unprofessional and spoke to me as though I was an i
t..
The 3 numbers posted on my check out Total 653.90 sub total 575.42 and taxes and fees 78.48 Where is the itemization I never knew they were charging me 122.40 per day for the economy car
Always go directly to the source-airlines go to that airline, car rental go directly...
Never again will I use or refer anyone to EXPEDIA.....
My family booked a cruise through expedia (itinerary number ***). The appropriate paperwork was filled out and sent to expedia. Part of the deal was $300 in on board credits that never showed up. We called Expedia from the cruise. Expedia customer service claimed they never got the paperwork (even though my wife was able to tell them what was on the form that she submitted online). They kept her on hold for a half hour and then told her there was nothing they could do. We were given a reference number for that call (***). On 9/30/19, I then emailed Expedia to explain the situation and ask how they would resolve the issue. I have not yet heard back. We have booked another cruise through *** who uses Expedia as the travel agent. In my email to Expedia I explained that either a refund of the $300 owed to us or transferring those credits to our future cruise would be acceptable options.
October 17, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a cruise reservation. We understand Ms. is requesting a refund for
an on board travel credit for $300.00 that was not provided during their travel.
Our records indicate that on June 1, 2019, Ms. ***, or an authorized user of her Expedia account, self-booked a cruise reservation using Expedia, under itinerary ***.
Upon review, we show that Ms. called in on September 23, 2019 stating she did not receive her onboard travel credit. We verified with the Promotion Department that they did not have a
record of her redemption form as it needed to be submitted 21 days prior to the sailing date. Therefore, she was not eligible to receive the onboard credit towards a her reservation. If Ms.
can provide proof she submitted the form to us we can reconsider her eligibility.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above we are unable to honor her 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:
While I appreciate your taking the time to respond, the response is not acceptable. No, we do not have physical proof that the form that was sent to you malfunctioned on your end, as that's not how sending a form on a website works. My wife having known about the form after having filled it out and being able to explain that to your representative over the phone is the only proof one could have. Unfortunately, I will as promised be forced to leave a continuous stream of negative reviews to Expedia, as I would hate to see other people cheated out of the deals they have paid in full for, as well as having to be put on hold for 30 minutes while a customer service representative supposedly reads a form that they later claim does not exist. Otherwise, it is hard to imagine what they could have been doing for that length of time, other than perhaps hoping the person on the other end hung up.
Sincerely
reserved a room at *** Itinerary #*** on 10/12/2019 to 10/13/2019. The room was uninhabitable. There was bugs flying around and the room was filthy. The room was shown to the desk clerk and he saw the issues, but said no other rooms were available. We could not stay in the room and had to drive 3hrs home at 12:30am. I can provide picture's and I recorded the conversation with the desk clerk. What a horrible experience!!
October 21, 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.
We understand from the complaint of ***, that he has other documentation that he wishes us to consider with his complaint. We did not receive any documentation or attachments. Please provide all of the documentation that you would like us to consider so that we can provide a one time resolution.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Good morning,
I have reserved 2 cars for my trip to Romania through Expedia, one on 8/31, price claimed $180.34 and another one on 9/9 price claimed by Expedia of $78.89. I ended up paying 5 times more for each car and when I addressed the issue with Expedia they responded that the rental included estimated taxes and fees! I told them it was not mentioned anywhere that the fees are "estimated" and they apologized for the inconvenience! the itinerary numbers are *** and ***, The rental car company in Romania is called ***.
October 17, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 $808.83 for the first car rental and $563.16 for the second car.
Our records indicate on July 8, 2019, Ms. or an authorized user of the Expedia account booked a rental car for nine days with *** Car Rental picking up the car on August 31, 2019 and returning it on September 9, 2019 along with the Collision Damage Plan via ***. A confirmation email was emailed to the email address on file, it was first opened on July 8, 2019 and reviewed five times.
Our records also indicate on September 10, 2019, that Ms. or an authorized user of the Expedia account booked a rental car for nine days with *** Car Rental picking up the car on September 14, 2019 and returning it on September 20, 2019 along with the Collision Damage Plan via ***. A confirmation email was emailed on September 10, 2019 to the email address on file, it was first opened on September 11, 2019 and reviewed seven times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm from October 11, 2019 through October 16, 2019, Expedia emailed Ms. advising we are attempting to contact the vendor and will communicate with her once we receive a response. Ms. responded back thanking us. Expedia emailed Ms. advising the car rental company denied the refund request. Ms. replied with her dissatisfaction and Expedia replied advising Expedia must follow through with the decision of the vendor. On October 13, 2019, Ms. called in asking for a refund for charges made by the car rental company. Our representative called them and there was no answer. There is no other documentation on the account.
After further review on October 17, 2019, called *** Car Rental twice and there is no answer. Contacted *** Car Rental U.S. based Customer Service and they advised to send an email to the location. Sent email to the location as advised and received an email response from *** Car Rental with the two rental agreements. *** Car Rental advised that no refunds were due as all charges were agreed 100% by renters at checkout and are based on reservation terms agreed as well.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
In addition, at the time of completing her booking on our website, 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 Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Terms of Use – Liability DisclaimerThe 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.
Based on the above Expedia is not able to honor your request for refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia didn’t explain that charges are approximate and there wasn’t
any disclaimer that the rental co can charge a different price than the one
mentioned by them
Sincerely
I book a tour from Expedia. The description on the website was start on 08:00am, but when I send E-mail to(sellers:***)comfirm my hotel pick up time, they said the city tour is from 1:30 pm, there is no morning, will wait my confirmation. That was totally different with the description on the Expedia website, I ask to cancel tour and want get full refund, I called Expedia customer service and they told me need itinerary with the seller and call me back.
In fact, I didn't hear from them until the end of the trip.After the call, I emailed the seller about canceling the trip. (then I booked another tour from another travel agency)The seller didn't reply to my email until the day before the departure, saying that I needed to write to the Expedia.
Now I open that tour find all the above information has been changed(It used to write start at 8:00am, now change to 1:00pm ), and even the time on my voucher has been changed. I called the Expedia customer service staff and they told me that the schedule on my voucher was same as my tour and they can do nothing.
I think this is a very serious fraud. Every time the itinerary description on the website is inconsistent with the reality, as long as the seller changes the itinerary description on the page, make it be " reality” , anything will be ok
I still keep my old confirmation form(08:00am) and email communication record with the seller. If there is any need, I can send an email to attachment.
October 16, 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 tour. We understand *** is requesting a refund.
Our records indicate on October 8, 2019, ***, or a person authorized for the Expedia account, booked a city tour for two people with *** for 8 AM on October 15, 2019.
We contacted the vendor and found that the schedule changed. They were not requiring the customer to accept the new time and authorized a refund. The refund was processed on October 16, 2019. 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
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 have purchase a hotel stay in Punta Cana in Dominican Republic (***) from Expedia.com for my husband birthday. Expedia advertise the hotel as 4 star hotel, which is not even a 2 star hotel.
The hotel did NOT offer the following amenities: bottles of water, you had to drink from a pitcher the water that they gave you even if the hotel has reports of legionnaires, no hair conditioner, no cleanliness of any kind, found a cigarette butt upon check-in, next day the maid comes in and cleans the cigarette butt is still there. Bought a birthday package which included a champagne that was never given to us. No life guards are on property to make sure kids are safe one of our kids almost drown and the hotel did not do anything about it. And finally my daughter caught hand mouth and foot disease on this property since after further investigation the disease was in the hotel since January and management completely disregard it. This disease manifest itself with blisters all over the child's body and it is highly contagious to other kids by touch. When all these issues were reported to Expedia, they completely disregarded them, and claimed that I should've call them every time I had an issue in the hotel.
This was definitely not possible since we were on vacation and we were not trying to talk to Expedia every little thing it happened to us. Also Expedia is not willing to claim any responsibility to the fact that a child got sick and I missed work for two entire weeks because of the negligence of the hotel they advertised. Expedia advertised on their website all the services that the hotel offered and the none of the services offered were received by the three rooms we were staying in.
Expedia failed to properly respond to their client claiming that they have taken this decision after stalling me for about 3 weeks throwing the responsibility on the hotel, but since I paid Expedia I want Expedia to take the full responsibility as this point.
October 16, 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 September 7, 2019, ***, or a person authorized for the Expedia account, self-booked three rooms for seven adults and five children with the *** - All Inclusive for check in on September 19, 2019, for three nights.
The rate and reservation selected was nonrefundable with no changes allowed. The terms and conditions were provided at the time of booking and accepted when the purchase was completed.
The customer contacted Expedia post stay requesting a refund of the nights used for dissatisfaction. The complaint made included that the hotel didn’t provide water at their bar, the hotel staff are horrible, they didn’t see a life guard at the hotel pool, they considered being charged service fees was unprofessional, hair conditioner wasn’t included in the room, and they weren’t satisfied with the cleaning.
Issues with the room or hotel may be addressed directly with the hotel during the stay. If assistance is still needed Expedia provides 24/7 customer support; and, we can advocate on behalf of our customer with the hotel, or provide other assistance. Once the nights are used, refund requests are at the digression of the hotel.
We contacted the hotel and discussed the complaint. A refund was not approved. They advised that the details of the complaint could be forwarded to them and they will reply. We forwarded the details provided, and followed up, but a reply was not received by us.
Information posted by the hotel on the website that is available for review at the time of booking states that the hotel charges fees for in room, or public area Wi-Fi, extra person charges, and advises that the list of charges may not be comprehensive. The property offers services that are not included and notes that recreation is available off site or nearby, which may not be included.
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:this information is not correct. No one is talking about the most important thing that my daughter got sick and had to stay home for 2 weeks for the poor cleanliness of the hotel. Th e non refundable reservation I would understand is I am trying to change my reservation or cancel it but not when there were major issues, like a kid almost drowning, and it’s incorrect saying that we did not see a life guard, there isn’t one in the pool area period. Also I have never complained about fees, I am not sure what are we talking about. I agreed to the price when I booked the hotel but the hotel is advertised on Expedia with amenities and services that the hotel did not provide, that is not our fault. The multiple supervisors I spoke to why did they ask me to send you pictures of the baby’s disease caught in the hotel along with the certificate of the doctor stating what she had contracted there? Can someone explain why you advertise a hotel of 2 stars as a 4 stars hotel? Can someone tell me why you request explanations and feedback when you don’t really care? Can someone tell me why other travel agency were relocating their guest for legionnaires without any type of cost? Can anyone tell me why Expedia is not able to provide me with a solution when I booked through them? Can anyone tell me why Expedia is telling me the hotel did not approve a refund, but the person I spoke with yesterday told me it was Expedia’s decision since it was non refundable? Non sense. What this hotel provided is far away from the hospitality business Requires to be a 3 stars hotel. Expedia is taking a commission and do not want to loose that commission but the kid could get sick and no one cares.
Sincerely
October 20, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional complaints from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
When Expedia is made aware of a problem by a customer we can advocate on the customer’s behalf with the hotel when the problem occurs, or provide other assistance. In this case, all of the nights of the reservation were used and we were called after the stay was completed, with a request to refund the used nights. The reservation is nonrefundable and we were not given an opportunity to provide assistance in retrying the situation.
Expedia is a third-party intermediary that offers items from travel suppliers. The terms and conditions, as well as all policies on how the items are to be handled come from the travel supplier. Expedia is not able to supersede the terms and conditions for items purchased.
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 had issues with Expedia not cancelling and refunding me my money for one of the bookings made in error. I called them today to follow up, they advised me that the requested reservation to be cancelled is not refundable and asked if I would like to cancel anyway. I said NO- unless you refund me-NO. We hung up the phone and in a minute I received an email stating that my reservation has been cancelled. I specifically asked for the reservation to NOT be cancelled unless they provide me a refund (which I am in the process of discussing with the reservations department of the hotel itself). They made a big mess for my vacation from the get go and I am having headaches dealing with them since last week. Moreover, I believe they lied when they stated they got in touch with the hotel and received a response that they cannot refund me because the hotel does not handle this- I`ve been told multiple times by the hotel itself and Expedia representatives.
October 16, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a vacation package. We understand Mr. is requesting that Expedia compensate him by refunding the hotel portion or perform a reinstatement. Our records show on October 10, 2019, Mr. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included one hotel room and car rental with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $1889.33. In addition, on October 10, 2019, Mr. or an authorized account user self-booked a second package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Chicago, IL, to Cancun, Mexico departing on November 16, 2019 and returning on November 23, 2019. The package included two hotel rooms and private shuttle service with a stay at ***, for a check in on November 16, 2019 and a check out on November 23, 2019.The total cost of the package is $2974.97. On October 10, 2019, Mr. contacted Expedia after his flight/private shuttle service were successful cancelled on our website. He needed assistance in cancelling the non-refundable hotel room booked under itinerary ***. Therefore, we advocated on his behalf by contacting the Grand Oasis to request authorization. Regrettably, we were unable to obtain authorization to proceed forward with Mr.’s request.
Additionally, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.
***, Cancun Cancellation Policy: The room type and rate selected are non-refundable.
Should you change or cancel this reservation for any reason, your payment will not be refunded.
*** cancellation and change policy: After 24 Hours _Tickets are non-refundable and changes are not permitted.
*** Advisory: Charges associated with the base rate are those which are applicable At the time of booking and could be subject to change. Only those charges listed as mandatory are included in the total rate For the displayed rental. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. On October 15, 2019, Expedia contacted Mr. to discuss his credit card dispute of $1124.40 for itinerary ***. We attempted to inform him of our strict dispute procedures for any reservation that disputed as a fraudulent transaction, they are cancelled accordingly. However, Mr. stated that he will be making the necessary arrangements with his bank preventing Expedia from proceeding forward with his case. We respectfully recommend that Mr. contact his bank in regards to his formal dispute as that case is currently pending. While we regret his experience was not as we would have hoped due to the information provided above Expedia is unable to honor his 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
Complaint: ***
I am rejecting this response because:
Sincerely,
This reservation was done in error and I called right away. I am in contact with the reservations department and they did not say they refuse to cancel. Therefore I think Expedia just falsely claimed they got in touch and were told that they do not want to cancel. The point is if you don't refund me, then dkn't cancel my existing reservation. I could have given it to someone. Expedia here are doing the opposite of what you ask of them. Not helping the customer at all. I am going forward with my credit card company in the request to not process payment to Expedia.