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 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 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.
I booked a package trip to Atlantic City for a week and included the car service and travel insurance with the cost of the package. My car service on my return home was an hour late and rude and when I tried resolving the problem with expedia they were not willing to refund the portion of the package of the trip that dealt with my car service. I paid a lot of money for car service to and from the airport and they did not provide adequate service being an hour late and rude on top of that. I feel if you recommend other services that you bundle with your packages and they don't meet the standards of the job expedia should be the ones to rectify the problem which they were less than willing to do. I feel they sell you these package deals and if they don't work out its the consumer's problem and not theres and for that reason they need to be reprimanded for that. We as consumers don't know the quality of care we will receive once paid for and that is why I purchased the insurance as well and I feel they are solely in business to make money and not provide good service.
Expedia.com Response
• Oct 16, 2019
October 16, 2019Revdex.comChicago & N. IllinoisComplaint 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 $411.76.
Our records indicate on March 27, 2019, Ms. or an authorized user of the Expedia account purchased a roundtrip on *** departing on October 7, 2019 from Charlotte, NC to Philadelphia, PA and returning on October 11, 2019 from Philadelphia, PA to Charlotte, NC; along with a four-night reservation at the ***; Vacation Waiver and Roundtrip airport transfers via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on October 14, 2019, Ms. called in regarding compensation for rude service that she received from the airport transfer company. Ms. advised the driver was late and very rude and caused her to almost missed her flight. Our representative called the vendor and they advised to send them an email. Our representative sent the email to the vendor.
After further review on October 15, 2019, Expedia called the vendor and was asked to email them. Expedia emailed asking if they were willing to refund/compensate Ms. based on the complaint on their driver. Ms. advised the arrival time was an hour late he was rude and that fact that she almost missed her flight. Expedia contacted *** and was advised to send them an email. *** replied back to the Expedia email, authorizing Expedia to issue a refund for 50%. Expedia issued a refund for 50% ($205.88). The refund will appear on the original card that was charge within three to seven business days. A refund receipt has been emailed to the email address on file
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.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 16, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My itinerary is *** My flight was cancelled and Expedia did little to nothing to help me get re-routed. Their communication was horrible. I am now stuck and don't have any way to get to my destination. Their English is poor. Not only that they won't even refund my original form of payment to my new credit card.
Please have Expedia help me get to my destination. I am deeply upset.
Expedia.com Response
• Oct 15, 2019
October 15, 2019Revdex.comChicago & N. IllinoisComplaint 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 $2963.33.
Our records indicate on March 27, 2019, Mr. or an authorized user of the Expedia account purchased a roundtrip on *** departing on November 20, 2019 from San Francisco, CA and returning on December 1, 2019 from Male, Maldives to San Francisco via itinerary ***.Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 18, 2019, Expedia emailed *** regarding the schedule change. We asked about other flights, cancelling and refunding. *** replied back advising the passenger could be refunded without penalty or same class, same routing, date change without penalty. If same class is not available, please book with the lowest available class then we will confirm the same class seat. On September 19, 2019, Expedia emailed Mr. advising *** had made an involuntary schedule change that affected his upcoming trip. On September 20, 2019, Mr. called in due to the airline schedule change. Mr. did not provided any flights and was asking for possible options. Our representative tried to check the availability but there were no flights available. Our representative called *** Airline to inquire on their availability. *** advised that we needed to send them an email for possible options. Our representative emailed ***.
After further review on October 15, 2019, Expedia was able to verify with *** that they ceased operations from the San Francisco Airport as of October 5, 2019. Expedia cancelled the itinerary and submitted the record for refund. *** will be issuing the refund of $2963.33 to the original card number used to book the reservation. The refund will appear back on the card in five to ten business days.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing 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
I booked a trip to Paris for May 2020 through Expedia and I received an email from Expedia stating that the airline I booked for had ceased operations and to “try to dispute the charges with my card issuer.” Well, I chose to pay monthly through ***, which Expedia advertises and offers on the checkout screen. So I am still paying that loan TO EXPEDIA and cannot just dispute the charges with my bank because they haven’t all happened yet. I talked on the phone for over an hour with Expedia’s customer service and they were no help and didn’t even understand what the situation was. I contacted *** and they were more helpful, but stated that they haven’t received information about a refund from Expedia. Since the loan is to Expedia, they would need to issue the refund. I even purchased their trip insurance so I don’t understand how I can’t get a refund for my airline closing? That is way beyond my control.
Expedia.com Response
• Oct 21, 2019
October 21, 2019
Revdex.com
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 package reservation. We understand that she is requesting that Expedia compensate her by providing a full refund due to an airline ceasing operation.
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 *** Airways, traveling from Newark, NJ, to Paris, France departing on May 17, 2020 and returning on May 23, 2020. The package includes a hotel and vacation waiver with a stay at Hotel Gavarni, Paris for a check in on May 17, 2020 and a check out on May 23, 2020.The total cost of the package is $1460.75.
On October 9, 2019, Ms. contacted Expedia for airline-initiated cancellation assistance, since *** Airways ceased operation. We attempted to coordinate with the airline to advocate on Ms. behalf in the pursuit of a refund. Regrettably, Expedia was unable to obtain refund authorization. *** Airways is the merchant of record (the entity that receives the funds and the company that charged the customer’s credit card). Expedia cannot provide a refund unless approved by the airline as we are not the direct merchant of record. Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we do not own or otherwise operate any airline.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Cancellation and Expedia’s Terms of Use.
*** Airways Cancellation Policy: Tickets are non-refundable
*** Airways (Report Your Claim) Form: For refund inquiry due to cease of operation
***
*Note: Use Google translate for English purposes
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.
In addition, Expedia made several attempts to reach Ms. in regards to the *** airways flight. However, she did not return our calls or respond to an email which prevented Expedia from continuing with our research.
While we regret Ms. 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
Customer Response
• Oct 21, 2019
Complaint: ***
I am rejecting this response because:
My *** loan is TO EXPEDIA. Not the airline. The airline never charged me personally for anything. *** confirmed that my loan is to Expedia and Expedia would need to contact *** to cancel or refund the loan. I wasn’t able to answer the phone calls from Expedia (Melanie), but I did respond to her email explaining that I was at work when she called and if we could talk after I got off work one day. I never received a response.
I booked the Expedia bargain fare yesterday night (12 Oct). . I have 2 complaints w.r.t this reservation
1) Expedia expected me to spend an entire night at an airport for this trip. So there is a layover of 9 hours at Sandiego and that too overnight. This is more like a punishment than a trip.
2) when I contacted the office, they told me that I saw the 8 hour overlay and still booked. I went back to the site to retrace my steps and saw that they never told me about the 8 hour overlay
The resolution was that I got penalized and also they gave me a hotel only coupon instead of returning what ever part of my money to my card. I think the whole thing is so unfair and not to mention this is my worst Expedia experience ever!
Expedia.com Response
• Oct 15, 2019
October 15, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. (Revdex.com case number***) regarding a nonrefundable flight reservation.
Our records show that on October 12, 2019, Mr., or an authorized user of the Expedia account, self-booked a nonrefundable flight reservation using Expedia’s website, under itinerary ***. Travel was with *** scheduled to depart from San Francisco, CA, on October 14, 2019 to Newark, NJ, arriving on October 15, 2019 for a total of $306.21. We understand the customer is requesting a full refund of his reservation, based on an extended layover.
On October 12, 2019, Mr. contacted Expedia stating the *** (eight hour) layover from 10:25pm to 6:25am wasn’t present during his transaction. Therefore, we used a tool allowing us to review Mr. booking session which confirmed the (eight hour) stop in San Diego was listed. The remaining flight details, including airline, was emailed to Mr. after booking confirmation.
On October 13, 2019, Furthermore, Mr. called Expedia back to cancel his flight he was then advised of the non-refundable restrictions prior to submitting/ accepting the cancellation.
Additionally, see the exact conditions of the Bargain Fare flight, provided to Mr. prior to him agreeing to book the reservation:
Important Flight Information:
San Francisco
Departs between 4:00pm- 11:59 pm
New Jersey
0-1 Stops
Arrives Next Day
< Change Flights
Exact flight details, including airline, will be available in your itinerary after booking.
Your trip may include a change of aircraft or airline.
Tickets are non-refundable,
non-transferable and can’t be canceled or changed.
Name changes are not allowed.
Additional fees for checked baggage or other services may apply.
Seats may not be available until after check-in.
Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once a purchase is completed the airline and exact flight details will be revealed in an itinerary.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
Nonetheless, Expedia issued a $200 voucher to Mr. Expedia account for the extended layover. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until September 30, 2020. Please note that this voucher is not intended to replace the value of his flight but rather, provide a hotel accommodation. We want to encourage Mr. to review the vouchers terms and conditions available on our site.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Oct 21, 2019
Complaint: ***
I am rejecting this response because:
The 8 hour overlay is never listed. I went back to the website and tried to retrace the steps, I wasn't able to find the 8 hour overlay. Chances are that they hide it at a place where it wasn't obvious for the user. If what expedia says is indeed true, why would I contact their office within minutes of booking (after the booking they share the details of the reservation). If I first contacted their office after even an hour, I would gladly say its my fault I didnt check the itenary immediately. But I contacted them the moment I realized they had me in a 8 hour overlay!
The 200$ coupon given back has severe restrictions, I can't even use it to book a flight ticket!! How is that a refund?
Several months after booking and paying for a flight I received an email from Expedia stating (without explanation) that I had been rebooked on a flight leaving from a different airport a significant distance away and including an illegal (too short) connection. I called Expedia and was keep on the phone for well over 4 hours, including being disconnected multiple times and placed on several extended holds, trying to get rebooked on a flight that was actually possible. Throughout I was consistently given the runaround and, while Expedia claims that I have been rebooked, they refuse to provide written confirmation. When I contacted the airline directly they said I was still booked on the flight out of the wrong airport with the impossible connection.
Expedia.com Response
• Oct 14, 2019
October 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting an exchange and compensation.
Our records indicate on March 5, 2019, ***, or a person authorized for the Expedia account, booked a roundtrip flight with ***, traveling from New York, NY to Hong Kong, SAR, departing on November 25, 2019 and returning on December 1, 2019.
At the time of booking, the terms and conditions were provided, as well as the website Terms of Use. They were accepted by the customer when the purchase was completed.
The outbound flight was affected by an airline initiated schedule change. The airline canceled the connecting flight. On October 12, 2019 we received the schedule change from the airline with an automated suggested flight. The flight suggestion was held and not confirmed, and was not required.
Our ticketing department located two flight options that were available. Both options were valid. They were emailed to the customer. He had the option of selecting the option preferred via email or calling.
The customer contacted us by phone. Our customer service department advised that the schedule change can take 24 to 48 hours to complete. The customer called back the same day and wanted the schedule change completed immediately. The assisting agent contacted the airline to address the change immediately. The customer called back a third time on October 12, 2019. At that time, the schedule change had been completed and the ticket was already reissued.
We regret to hear that *** is dissatisfied due to time spent on the phone. However, we will not be able to compensate for time spent. Schedule changes are common in the airline industry. The schedule change was being addressed and no errors were found.
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 14, 2019
Complaint: ***
I am rejecting this response because: while an interesting work of fiction it bears little resemblance to actual events. Going point by point:
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"We understand *** is requesting an exchange and compensation."This makes no sense. I am not requesting an exchange, nor do I even know what "an exchange" means in this context.
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"The flight suggestion was held and not confirmed, and was not required."The email I received from Expedia indicated that I had been rebooked on this impossible/illegal connection. Nothing indicated that it was 'a suggestion' or that Expedia was offering any other option.
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"Our ticketing department located two flight options that were available. Both options were valid. They were emailed to the customer. He had the option of selecting the option preferred via email or calling."This is entirely false. No other options were presented to me until after I had spent multiple hours on the phone with Expedia.
"Our customer service department advised that the schedule change can take 24 to 48 hours to complete."The claim that processing a rebooking takes 24 to 48 hours to complete is a complete fabrication. I have confirmed with the airline that such changes can be completed immediately
"The customer called back the same day and wanted the schedule change completed immediately. The assisting agent contacted the airline to address the change immediately."This too is entirely false. I had to call Expedia over 10 times and email them 4 times before the change was made. Additionally, the change was not made immediately, it was made over 10 hours after I first called Expedia.
"The customer called back a third time on October 12, 2019. At that time, the schedule change had been completed and the ticket was already reissued."Once again Expedia is grossly misrepresenting the facts. To reiterate, I called Expedia over 10 times before the change was even made and the ticket wasn't actually reissued until October 14
"However, we will not be able to compensate for time spent"This response is wholly unacceptable.
"Schedule changes are common in the airline industry. The schedule change was being addressed and no errors were found."I travel frequently and while schedule changes are common rebooking someone on a flight out of a different airport and including an illegal connection and transit between airports which would require the passenger to get a transit visa to even attempt is neither common nor acceptable. Additionally, the fact that Expedia has decided to grossly and repeatedly misstate easily verifiable facts in their response and considers 10+ phones calls totaling more than 5 hours, multiple disconnections and extended holds, reps providing false and contradictory information, etc as an issue "being addressed and no errors found" speaks volumes as to their dishonesty and disdain for their customers.
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from Jacob Grossman (Revdex.com case number ***).
The flights purchased by the customer on March 5, 2019 were as follows:
November 25, 2019
Flight *** / New York-Shanghai / Departing 12:45 AM
November 26, 2019
Flight *** / Shanghai-Hong Kong / Departing 8:35 AM
December 1, 2019
Flight *** / Hong Kong-Shanghai / Departing 8:20 PM
December 2, 2019
Flight *** / Shanghai-New York / Departing 8:00 PM
The airline had a schedule change on one flight segment and a minor time change on another. The airline needed to provide new flights, or a refund, but was not required to offer both. Refunds are not normally offered in cases where similar flights can be provided. The customer requested new flights. Flights were available with minor changes and provided. The new flights were:
November 25, 2019
Flight *** / New York-Shanghai / Departing 12:45 AM
November 26, 2019
Flight *** / Shanghai-Hong Kong / Departing 9:20 AM
December 1, 2019
Flight *** / Hong Kong-Shanghai / Departing 8:20 PM
December 2, 2019
Flight *** / Shanghai-New York / Departing 8:20 PM
The customer requested a refund after the ticket was reissued. At that time, the fare rules would apply for normal cancelation. The customer was advised that he could cancel and get a refund minus cancelation fees. The customer did not request the cancelation.
On November 5, 2019 the flights were canceled because the customer disputed the charges with the credit card company, for the purchase made with the airline. If the customer has any questions regarding their credit card dispute they would need to talk to their 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
• Nov 08, 2019
Complaint: ***
I am rejecting this response because: Per US Department of Transportation regulations when there is a material change to an itinerary (such as a flight being canceled or a schedule change) the airline is required to issue a full refund (even if the original ticket was nonrefundable) so Expedia's offer to refund my ticket minus a cancelation fee was a blatant attempt to defraud me. In addition, Expedia's claim that the ticket was canceled on November 5 is completely false (see attached Ticket Verification from China Eastern's website showing the ticket as "open for use" as of 11/8 or perform your own ticket verification at https://us.ceair.com/en/ticket-verification.html) and if, in fact, Expedia had canceled the ticket without issuing a refund it would be a further fraudulent act and violation of federal law. Additionally, as shown in the attached email chain, the airline has confirmed that I am entitled to a full refund and contacted Expedia directly to request they issue one on October 30 and again on November 7. Expedia has not issued a refund nor have they responded to the airline's request. Finally, according to my credit card issuer, they have reached out to Expedia regarding my dispute of this charge and Expedia has failed to respond to them. In total, Expedia has wasted numerous hours of my time, behaved in a highly unethical and likely illegal manner, made numerous false claims to both myself and the Revdex.com, continues to refuse to issue a refund despite being required to do so by law and instructed to do so by the airline on multiple occasions and still flatly refuses to provide any compensation for time and inconvenience or the added cost of having to make a new booking on relatively short notice as a result of their refusal to offer me a reasonable alternative after my flight was canceled.
I booked a flight + hotel bundle package. The site claims that I have a 24 hour cancellation policy but is not clear that it only applies to the flight but not the hotel. Expedia did not refund me for the hotel even though I called within 24 hours.
Expedia.com Response
• Oct 14, 2019
October 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand ***is requesting a refund.
Our records indicate on October 11, 2019, ***, or a person authorized for the Expedia account, self-booked items for two passengers including combined one way flights, traveling from San Francisco, CA to Honolulu, HI, departing on December 21, 2019 with Hawaiian Airlines, returning on December 26, 2019 with ***, and five nights with ***.
At the time of booking the terms and conditions were provided and accepted. They included:
Flights:
Free cancelation within 24 hours
No refund 24 hours after booking
Upgrades not allowed
Hotel:
Nonrefundable
Changes not allowed.
On October 12, 2019 our customer contacted us inquiring on cancelation. As per their request, the flights were canceled and voided. The charges for the flights will either be returned or they will not be charged. The processing of the authorization for the flights is determined by the credit card company.
The hotel is nonrefundable. We contacted the hotel and advocated on behalf of the customer. They advised a refund could not be provided. As per the request of the customer, no changes were made to the hotel and it is still active.
No further refunds are available. Compensation cannot be provided for cancelation penalties.
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 14, 2019
Complaint: ***
I am rejecting this response because:
It is not clear on the bundle and save product page which part of the bundle the cancellation policy applies to. There is no text indicating that the 24 hour policy *does notapply to the hotel.
I reserved a hotel room with Expedia for August 30-September 02. I fly standby or non-rev due to working for the airline. Looking at this specific rental, it showed no refunds for cancellation, so they had the option of buying insurance to cover cancellations in case something happened. Four days before our reservation the flights were full and we could not make it. I cancelled on 8/26/19. They informed me I need to contact the insurance company, which I did. They took all necessary information and said it would be a 10-12 day wait. After 2 weeks I heard nothing. I called the insurance company back and they said it was still pending review. I then called my credit card company to dispute. They refunded the money the next few days. On today 10/11/19 I receive a letter that they are disputing my charge credit. I still have heard nothing from the insurance company and the copy of the contract they sent clearly states 100% trip cancellation coverage. First and last time using these people.
Expedia.com Response
• Oct 14, 2019
October 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel and coverage. We understand *** is requesting a refund.
Our records indicate on August 16, 2019, ***, or a person authorized for the Expedia account, booked three nights with ***, checking in on August 30, 2019, and purchased hotel booking protection with Travel Guard.
The terms and conditions were provided at the time of booking and accepted. They included:
***: The rate and reservation selected is nonrefundable and no changes are allowed.
Travel Guard hotel booking protection: Section II - Benefits / TRIP CANCELLATION
The Company will pay a benefit to reimburse the Insured for covered expenses up to the Maximum Limit shown in the Schedule or Declarations Page, if an Insured cancels his/her Trip due to any of the following Unforeseen events:
· (a) Sickness, Injury, or death of an Insured, Family Member, Traveling Companion, or Business Partner. Sickness or Injury must be certified by a Physician;
· Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured, which results in medically imposed travel restrictions as certified by a Physician at the time of Loss;
· Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel the Trip to assume daily management of the business.
· (b) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed, required to serve on a jury, or required to appear as a witness in a legal action; provided the Insured or Traveling Companion is not a party to the legal action or appearing as a law enforcement officer;
· (c) the Insured or Traveling Companion is called to active military service or as a reservist, or military leave is revoked or reassigned. The military leave for the dates of travel must be approved prior to the effective date of coverage;
· (d) the Insured or Traveling Companion (or, if the Insured is a Child, the Insured’s parent or legal guardian), is involuntarily terminated or laid off from their employment. The termination notice must occur at least 30 days after the Insured’s effective date of coverage. The employee must have been an active employee with the same employer for at least 1 year. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;
· (e) the Insured or Traveling Companion (or, if the Insured is a Child, the Insured’s parent or legal guardian), has an involuntary employer-initiated transfer of 100 or more miles which requires the Insured's Primary Residence to be relocated; provided that he or she has been an active employee with the same employer for at least 5 continuous years. Notification of the transfer by the employer to the Insured must occur after the effective date of coverage;
· (f) the Insured’s or Traveling Companion’s Primary Residence is made Uninhabitable, or the Destination is made Uninhabitable or Inaccessible, by Natural Disaster (other than a hurricane), fire, vandalism, or burglary;
· (g) a named hurricane making the Insured’s Primary Residence Uninhabitable, or making the Destination Inaccessible or Uninhabitable. Coverage for a hurricane applies only if insurance was purchased prior to the tropical storm first being upgraded to a hurricane. The Company will only pay the benefits for Losses occurring within 30 days after the named hurricane makes the Insured’s Destination Uninhabitable or Inaccessible;
· (h) the Insured or Traveling Companion is delayed due to a traffic accident while en route to the Insured’s Destination. The traffic accident must be substantiated by a police report;
· a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival.
Trip Cancellation Benefits: The Company will pay a benefit to reimburse the Insured for any of the following applicable expenses, up to the maximum limit shown in the Schedule or Declarations Page, for Trips that are canceled prior to the scheduled Departure Date due to any of the Unforeseen events listed above.
Expedia is a third party intermediary that offers items for sale from suppliers. The terms and conditions for the items come from the supplier and we are unable to override them. Expedia does not reimburse or approve claims in place of the coverage supplier, and has no control over what they approve or deny. As the terms and conditions were provided at the time of booking, compensation is not available.
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 booked my flight with Expedia in April, but had to cancel the flight in May due to a death in the family. Not only did they not respond to our bereavement application, with death certificate and other supporting documents for four months, but they won't allow me to use my credit from the flight. After two separate one hour and a half calls, they still keep pushing it off to the airline (***), saying I need to rebook with the airline. After speaking to ***, they had clarified that technically Expedia needs to book it still since they are our travel agent so the credit I have from the flight is with Expedia. In addition, *** can also see our bereavement application and that it was viewed but they don't know why I haven't received a response from Expedia.
Expedia.com Response
• Oct 11, 2019
October 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package. We understand Ms. is requesting that Expedia compensate her by refunding the airfare.
Our records show on April 6, 2019, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Los Angeles, CA, USA to Bora Bora, French Polynesia departing on June 11, 2019 and returning on June 16, 2019. The package included a hotel, package insurance with a stay at four seasons Resort, Bora Bora, for a check in on June 12, 2019 and a check out on June 14, 2019.The total cost of the package was $8531.08.
On May 13, 2019, Ms. or an authorized Expedia account user cancelled the four seasons resort stay on our website. A refund was processed for a total of $4733.44 excluding the airfare and insurance plan.
Furthermore, on May 19, 2019, Ms. contacted Expedia to request a refund of her airfare based on an extenuating circumstance. We informed Ms. that her airfare is non-refundable with specific credit restrictions. However, Ms. was seeking a refund which was outside of the *** airlines cancellation policy.
See the following *** Cancellation Policy:
Ticket is non-refundable in case of cancel
Therefore, as an inquiry we advocated on the Ms. behalf on several occasions by reaching out to *** for refund authorization. Regrettably, *** delayed their possible denial or approval letter for investigative purposes. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Additionally, by selecting to complete this booking Ms. acknowledged that she 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.
On June 4, 2019, Ms. contacted Expedia to officially cancel her flight Expedia informed/ honored her request by following the airlines restrictive cancellation policy provided above.
Nonetheless, on October 10, 2019, Ms. called back for airfare credit confirmation see the following detailed instructions sent via email to address: ***@gmail.com
Please contact 1-800-397-3342 to redeem your credit.
Please note the following concerning your Expedia credit -
· Your Expedia credit expires 10Oct2020 and it is a one-time use only
· The amount of your Expedia credit is 3,481.64USD
· Any residual value remaining will be forfeited at the time of rebooking
· This offer cannot be combined with any other credit, promotion or discount code
· You may only use the credit once, on one reservation (cannot be combined with multiple itineraries)
· The new reservation must be outside of any 24 hour cancellation period when requesting a refund
· The Expedia credit is non-transferable
If you have questions regarding this credit voucher, please call 1-800-397-3342 to speak to an Expedia Customer Service representative. Thank you for your continued business.
While we regret Ms. experience was not as we would have hoped due to the information provided above Expedia is not able to honor her request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I rent a vehicle on Expedia.com from 9/06/2019 to 9/12/2019 during a trip to Florida,and I was quoted for $54.16 ,make all the arrangements including a rental car insurance from my personal insurance policy.On the day of arrival at the Fort Lauderdale Airport I went to pick up my rental car at *** a partner from Expedia.I was asked to purchase a rental car insurance even that I showed a coverage from my personal car insurance.I cancelled the rental car and was informed to contact Expedia's customer service ,after my call I was promise That I was not going to charge but I still had on my credit card bill.I contacted for the 2nd time with Customer's service Supervisor Miss G on 10/06/19 promise that they were going to care off ,with not results.
I was promised to receive a phone call the next day wait the whole day and nothing.The day of my arrival I ended to rent another vehicle 2 1/2 hours later with another company and paid $127.18 .I never had this experience in the past,they are very quick to take your money but when I comes to repair their mistakes forget it.I will never use them again for any services.
Expedia.com Response
• Oct 11, 2019
October 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservations. We understand that the customer is seeking a refund of $127.18, for the second booking, based upon rental coverage.
On August 29, 2019, Mr. or an authorized user to the Expedia account self-booked on Expedia’s website, under itinerary *** for a total of $54.16. The car reservation was with *** for pick-up in Ft Lauderdale, from September 6, 2019 to September 12, 2019.
On September 6, 2019, Mr. contacted Expedia as *** declined the use of his personal insurance plan. Therefore, we advocated on Mr. behalf by contacting *** to request a refund. Regrettably, *** advised that Mr. personal insurance was acceptable had he agreed to sign their rental responsibility waiver. In addition, Mr. chose to reserve a second car rental booked under itinerary *** for a total of $127.18. The car reservation was with *** for a pick-up in Ft Lauderdale, from September 6, 2019 to September 12, 2019.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own nor operate any car rental agency.
Furthermore, by selecting to complete this booking Mr. acknowledged that he 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.
The following hyperlink contains *** rental restrictions available through Mr. emailed itinerary:
***
Nonetheless, On September 6, 2019, Expedia issued a $50 voucher to Mr. Expedia account based on the customer experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. This voucher is valid until September 30, 2020. Please note the voucher has additional terms and conditions listed through our site.
Moreover, On October 11, 2019, Expedia processed a refund of $54.16, for the original *** itinerary. The time it takes for the refund to post to the customers bank account depends upon how quickly his bank processes refunds. Generally within three to seven days.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his full refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a flight with Expedia with a return flight I upgraded to economy from basic however whem I recieved an email from the airline I realized there was a problem. I spent over an hour on the phone with expedia only forthwm to say that I could cancel and rebook my flight that after three different people who said that they saw what I was talking about on the scree that the service wasnt available that I was wrong and this could not be corrected. I would NEVER book a flight where I could not choose ky seat and that is why I upgraded to economy so I can pick my seat. I am only asking they corrwct this problem and thwre solution was to cancel my flight and rebook where is not an option to have my funds held from 3 to 7 days I will be flying on the 19th so I would not have time to rebook without it being a last minute flight I do not have the funds available tonsit and wait for 3 to 7 day or rebook immediately had they suggested. I explained in detailed how I booked this flight only to be told by 3 different people that I was wrong and there was nothing that could be done other than me canceling the flight and rebooking I selectedbthe upgraded flight it was not done and I fill that Exepedia should take care of this problem . I am filing a formal complaint with Expedia. Corporate office also.
Expedia.com Response
• Oct 10, 2019
October 10, 2019Revdex.comChicago & N. IllinoisComplaint 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 $35.32.Our records indicate on September 10, 2019, Ms. or an authorized user of the Expedia account purchased a combined one-way flight on *** departing on October 18, 2019 from Phoenix, AZ to Dallas, TX and returning on *** on October 22, 2019 from Dallas, TX to Phoenix, AZ via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on October 8, 2019, Ms. called to advise that the system didn't reserve the class of service she wanted. She stated she purchased a regular economy but the system shows a basic economy ticket. Our representative offered to void and rebook but she stated she doesn't have enough money to rebook. The call was escalated and our next representative was able to review our back-office system and advised Ms. that there was no site error. She was offered the opportunity to void flight as Expedia was no able to upgrade and she declined.
After further review on October 10, 2019, Expedia was able to see in the back-office system when Ms. selected to upgrade her class of service to Economy for $35.32, both check boxes were checked and the price remained at $199.42 when she elected to continue with booking. $199.42 was the price without the upgrade. Our previous representative offered Ms. the opportunity to cancel and rebook and she choose not to. As a one-time courtesy Expedia has issued a refund for $35.32 to the card that was originally charged. The refund will appear in three to seven business days and a refund receipt has been emailed to the email address on file. Since the 24-hour period has expired since the ticket was booked, the ticket cannot be cancelled or changed since it is a Basic Economy ticket.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** and United 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.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 11, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I made a reservation to check into a hotel on 9/3. Hurricane Dorian caused rodes to flood so I was not able to reach the hotel on 9/3 I called Expedia and they contacted the hotel who agreed to change the check in to 9/4, but Expedia failed to fax the change form so that the hotel could change the check in so when I arrived on the morning of 9/4 there was an issue at the hotel with the check in because of Expedia. I wasn't able to put my things in the room until the evening of 9/4 after work because they took so long trying to figure out how to fix the reservation that I had to go right to work. That evening I noticed ants in the room so I called the front and was given a different room and the very next morning I went to the desk to check out and they refuse to refund me the unusued days despite all of the issues that aren't in any way my fault.
Expedia.com Response
• Oct 09, 2019
October 9, 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 hotel reservations. We understand *** is requesting a refund.
Our records indicate on September 3, 2019, ***, or a person authorized for the Expedia account, booked three nights with the ***, for check in on September 3, 2019, for $294.27, via itinerary ***. On September 4, 2019, a hotel reservation for seven nights was booked in the same account, with the ***, for $502.53, via itinerary ***.
The terms and conditions were provided and accepted. The advised:
***: Cancelation is subject to a fee of one nights rate plus taxes and fees. After check in time the penalty is 100% of the cost of the booking.
***: After check in time the penalty is 100% of the cost of the booking.
The customer contacted us late on September 4, 2019, requesting to change the reservation with the ***, to check in on September 5, 2019 for seven nights. At the time of the call the reservation was already in progress and past check in time.
We contacted the *** to advocate on behalf of the customer. They agreed to provide a room for arrival on September 5, 2019. The reservation was to remain seven nights, and no additional billing was requested.
On September 10, 2019 the customer contacted us again regarding the ***, requesting a partial refund. We reached out to the hotel and they advised they billed for all seven nights per the terms and conditions of the booking, and we could contact them during the day to speak with the manager.
On follow up the hotel advised, check out was made early and they didn’t receive a complaint about the room until days after check out was completed. Any issues with the room would have been addressed, or a new room could have been provided, so that the customer could complete the stay. Cancelation and a penalty waiver would not have been available if requested on the date of check out.
On September 5, 2019 the customer called regarding their reservation with the *** requesting a refund. We verified that the hotel was allowing a refund for two nights. A refund of $196.18 was processed to the original form of payment on the booking.
We did not locate any other hotel reservations in which Expedia was billing the for the reservations. On the reservations noted above no further refunds are available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Expedia.com Response
• Oct 13, 2019
October 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
As previously mentioned, on September 4, 2019, a hotel reservation for seven nights was booked in the same account, with the ***, for $502.53, via itinerary ***. On this reservation the customer paid Expedia, and Expedia paid the hotel. This reservation was not canceled.
The terms and stated: After check in time the penalty is 100% of the cost of the booking.
The hotel was contacted regarding the customer’s refund request of itinerary *** and they did not approve any nights to be refunded.
A second reservation with the *** was booked in the customers Expedia account, on September 4, 2019, for seven nights, with check in on September 6, 2019, via itinerary ***. This room and reservation selection had a billing arrangement where any charges would be completed by the hotel directly. Expedia was not billing any charges for it.
The hotel’s cancelation policy for the reservation stated: Cancellations or changes made after 1:00pm (Eastern Standard Time (US & Canada)) on Sep 4, 2019 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees.
Our records show that cancelation of itinerary *** was completed at 10:17 AM Eastern Time on September 4, 2019.
Any deposits for the reservation that may need to be refunded may be requested directly from the hotel, as they were entity charging.
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 15, 2019
Complaint: ***
I am rejecting this response because:
You're failing to mention that the second reservation was made because you screwed up the first one by not faxing over the change which caused me to be late for a meeting because I spent time that morning on the phone with Exp edia trying to figure out why the hotel had no record of what Expedia had advised me of the night before. Regardless, the cancellation policy doesn't apply when the conditions are dirty and there are ants in the room as it is reasonsble for anyone to not stay there in these conditions and to request a. refund.
Sincerely
On the evening of October 5th ( and also very early morning of October 6) I went in to check in at a hotel in downtown Chicago (*** downtown) I was told by the front desk there was no reservation under my name. I call Expedia and they say they are unable to honor the booking because they are sold out. They tell me they will make a reservation somewhere else (*** Chicago downtown ) I get to the other hotel and the agent on the phone tells me they are unable to make the reservation AGAIN!!!!!!!! I spent TWO HOURS on the phone with EXPEDIA and they offered to “refund my money” while I’m 4 hours away with no hotel room to stay in at 1 AM ... not only did this happen but I missed a work function because I was unable to properly get ready for the event via shower etc. my whole trip was RUINED with horrible customer service and a lack of care because of an error that was made by your company.
Expedia.com Response
• Oct 10, 2019
October 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund of the booking, in addition to compensation associated with our re-accommodation.
On October 5, 2019, Mr. or an authorized Expedia account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with *** Downtown, Chicago, IL for a check in on October 5, 2019 and check out on October 6, 2019, for a total of $131.26.
On October 6, 2019 Mr. contacted Expedia due to an inactive itinerary for the *** Downtown. After confirming, with the hotel that Mr. was denied (check in) we transferred him over to our, “Relocations Department”, for lodging assistance.
Therefore, on October 6, 2019, Expedia relocations booked an itinerary under ***. The hotel re-accommodation was with ***, Chicago, IL for a check in on October 5, 2019 and check out on October 6, 2019, for a total of $193.20, paid for by Expedia. We then processed a full refund of $156.26; under itinerary ***. The time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds, generally within three to seven business days.
Furthermore, on October 6, 2019, Mr. called Expedia back to discuss his experiences post check-out at the ***. He stated that he was unsatisfied with the ***’s accommodations offered at that property. Expedia then issued a $200.00 Travel voucher which is valid until September 30, 2020, for a future (pay now) hotel on our website.
Additionally, On October 8, 2019, Expedia contacted the *** for check-in verification. The hotel manager advised that Mr. checked in using his itinerary ***, he then checked out of the hotel on October 6, 2019, at 8:27AM. Separately, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we do not own nor operate any hotel.
See the following:
Expedia’s Terms of Use, which was agreed to by Mr. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is unable to issue additional compensation.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
The e-mail confirmation/itinerary stated that my departure time was at 6:30 PM PST. For this reason, we arrive at 5:30PM PST. When we arrived at 5:30 PM PST, we were informed by the staff that the ship had already departed. We contact Ex[edia immediately and she stated customers are required to “Select” their “Boarding Time” for the cruise as it is different from the cruise “Departure time”. The Cruise Checklist DOES NOT state that this is MANDATORY.
In the Cruise Checklist, a bullet point which states “ Complete the advanced registration on the cruise line’s website to REDUCE the CHECK-IN time at the pier. Be prepared to provide your reservation number, passport information, and the details to complete the registration. We advise the representative that the checklist in NO WAY advises client’s that it is MANDATORY to register your boarding time. Based on the bullet-point, it suggest customers to register early in order to REDUCE the check-in time ONLY. Acknowledging that I generally arrive early to important events, I did not take this action. Secondly, if this is a mandatory step to board the cruise, customers need to be made aware of it in a CLEAR & TRANSPARENT format. This is completely UNETHICAL and UNACCEPTABLE.
Expedia.com Response
• Oct 08, 2019
October 8, 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 cruise reservation. We understand that the customer is seeking a refund of $655.04, based upon a minimum arrival time.
Our records show that on August 20, 2019, Mr. or an authorized Expedia account user self-booked a cruise reservation on Expedia’s website, under itinerary ***. Travel was with *** from Long Beach, CA to Mexico departing on September 22, 2019, and returning on September 26, 2019, for a total of $655.04.
We verified on September 22, 2019, Mr. contacted Expedia to report that he missed the ship based on his port arrival time. He then requested a full refund of $655.04, for a lack of travel preparation details supplied by Expedia. We respectfully informed him of the four emails sent by Expedia containing, “Pre-Trip”, information provided after his online purchase.
On August 20, 2019, Expedia sent Mr. the following pre-trip reminder via email (twice) see below:
Don’t Delay, Check In Early!
Congratulations, your cruise is booked. Cruise lines are required to submit their final departure manifests at least 60 minutes prior to sailing.
To make sure you don't miss your dream vacation, you must do one of the following:
1. Check in online no later than 3 days before your cruise.
Or
2. Check in at the pier at least 2 hours before the published sail time.
It's Mandatory
*You must check in and be onboard the ship 90 minutes before the published sailing time, or you will not be permitted to sail.
Additionally, on August 21, 2019, Expedia sent Mr. a travel guide via email containing the following instructions:
See the complete Cruising Guide:
The Top 5 Must- Dos before a Cruise
1. Make sure that you have a valid passport and any necessary visas
2. Book any needed flights and pre/post-cruise hotel stays
3. Check in on the cruise lines website
4. Purchase airport/hotel transfers in advance
5. Pack everything you’ll need for your first day onboard in your carry-on
Expedia’s Terms of Use, and the ***s rules and restrictions which were agreed to by Mr. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
*** Cancellation Policies:
Days before departure: Charges per person
Up to 61 days none (except Pack & Go, Early Saver*, and Super Saver fares)
60-46 days Deposit
45-30 days Deposit or 50% of total fare, whichever is greater
29-15 days Deposit or 75% of total fare, whichever is greater
14 days or less 100% of total fare
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his request for a refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Dear Team, I am totally disappointed and frustrated as Expedia ruined my all travel plans. My Family missed their flight due to lack of cooperation from Expedia customer service. I have booked their flight from Delhi-Dallas in *** through Expedia. Departure was on 9/21 and due to lack of cooperation from Expedia and airlines, they ended up missing my flight and of-course, the connecting flight from Dubai too.
I got the tickets and confirmation from *** Airlines and Expedia, they arrived airport well before the departure time. As per *** Airlines this is purely Expedia's fault and they are supposed to refund.
*** comments on ***
Comment # 1
"Hi ***, Thanks for sharing your details. I’m sorry to learn about what happened. I’ve checked your booking.
Based on the remarks, your issuing agency didn’t correctly update the infant details in it.
This is why you couldn’t board the flight. I can see that Expedia has contacted our Reservations team about the same.
We’ve guided them on how to insert the information. I understand that it’s not your fault. I suggest to take it up with them.
Also, you’ll need to contact them to check the options available for this booking. They will handle all the flight changes before you begin your trip. Hope this clarifies.
Regards, ***, *** Social Media Team"
Comment # 2
"Hi ***, You'll need to follow up with Expedia directly about your refund.
I'm afraid we can't process the refund on their behalf. Best regards, ***, *** Social Media"
Now, Expedia has admitted their mistake and ready refund partial amount of $420, however the total amount was of $1335. I am very disappointed coz it was not my mistake, but still we are losing a big amount coz of lack of communication from Expedia.
seeking for help here
Expedia.com Response
• Oct 07, 2019
October 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show that September 10, 2019, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** from Delhi, India to Dallas, TX USA departing on September 21, 2019. We understand that Mr. is requesting a full refund of $1335.07, as *** denied use of the reservation.
We verified on September 21, 2019, Mr. contacted Expedia for rebooking assistance with three tickets. We advocated on the customers behalf by requesting authorization from *** to permit a change without penalty. However, *** as they were the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) Denied, our request based on the airlines restrictive (arrival) time policy. Mr. family arrived (52) minutes prior to their flights departure.
*** check-in restrictions available through the hyperlink listed below:
***
By selecting to complete this booking you acknowledge that you have read and accept the Rules & Restrictions and Expedia’s Terms of Use:
*** Rules and Restrictions:
*A NO-SHOW FOR A FLIGHT IS CONSIDERED WHEN A
PASSENGER FAILS TO REPORT TO THE AIRPORT AS
BOOKED ONE HOUR BEFORE DEPARTURE OF THE
SCHEDULED FLIGHT
After Departure:
Ticket is Non-refundable in case of a cancel
Cancellations:
Charge INR 18000 for No show/rebook
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.
Nonetheless, on October 7, 2019 Expedia processed a refund of $1335.07; the time it takes for the refund to post depends upon how quickly Mr. bank processes refunds. Generally within three to seven days.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Oct 10, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My wife had a medical emergency, and when I called to have Expedia help change our itinerary, I spent over 3 hours on the phone with 5 separate agents, I was dropped and called back multiple times, and throughout all of this, Expedia cost me $290 as the cost of airfare rose from $20 extra to $313 extra beyond my original booking. If I had just worked with *** instead - or Expedia had ironed out all of their service issues - I would not be paying out of pocket. Expedia has been the literal worst travel service experience of my very long, millions-of-air-miles travel career. Their lack of service has cost me real money I won't get back.
Expedia.com Response
• Oct 08, 2019
October 8, 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 non-refundable vacation package. We understand Mr. flight was affected by a price increase during his (exchange inquiry) as a result he is requesting compensation.
Our records show that on May 23, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s Mobile site under itinerary ***. Travel is with *** Airlines, traveling from Denver, CO, USA to Athens, Greece departing on October 8, 2019 and returning on October 21, 2019. The package includes a hotel stay at *** for a check in on October 12, 2019 and a check out on October 14, 2019.The total cost of the package was $1792.35.
On October 5, 2019, Mr. contacted Expedia to rearrange his package dates of travel. Therefore, we provided him with the total increase during his (inquiry) in order to finalize that transaction. However, Mr. advised that he had to consult with his wife before confirmation.
In addition, on October 5, 2019 Mr. called back to complete his pervious requests. Regrettably, Mr. total package increased to, “$913.26”, at which point, he accepted.
See the following itinerary changes:
Travel is with *** Airlines, traveling from Denver, CO, USA to Athens, Greece departing on December 5, 2019 and returning on December 15, 2019. The package includes a hotel stay at *** for a check in on December 6, 2019 and a check out on December 8, 2019.
Furthermore, our travel providers do regularly update their inventory on our site which can lead to pricing and availability changing at a moment’s notice. Therefore, an itinerary is not guaranteed until confirmed and ticketed.
Additionally, Mr. at the time of booking agreed to Expedia’s Terms of Use which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
Nonetheless, on October 8, 2019, Expedia processed a refund of $291.40, back to the customer’s original form of payment. The time it takes for that refund to post depends on how quickly Mr.’s bank processes refunds generally within 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
Customer Response
• Oct 08, 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.
Be careful using expedia to book hotels. I had booked a hotel in early July for a weekend in October and they messaged me saying that the hotel was doing remodeling so they could not accommodate the 5 rooms I needed and then when I asked for full refund, I was then told to disregard the message and the hotel would be ready for when we got there. So 3 months went by and we got to the hotel and it is nowhere near ready for guests, but I received no email or phone call saying this.
Definitely a situation that no one needs to worry about when on vacation and having driven 10 hours to get there.
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.
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 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.
I booked a package trip to Atlantic City for a week and included the car service and travel insurance with the cost of the package. My car service on my return home was an hour late and rude and when I tried resolving the problem with expedia they were not willing to refund the portion of the package of the trip that dealt with my car service. I paid a lot of money for car service to and from the airport and they did not provide adequate service being an hour late and rude on top of that. I feel if you recommend other services that you bundle with your packages and they don't meet the standards of the job expedia should be the ones to rectify the problem which they were less than willing to do. I feel they sell you these package deals and if they don't work out its the consumer's problem and not theres and for that reason they need to be reprimanded for that. We as consumers don't know the quality of care we will receive once paid for and that is why I purchased the insurance as well and I feel they are solely in business to make money and not provide good service.
October 16, 2019Revdex.comChicago & N. IllinoisComplaint 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 $411.76.
Our records indicate on March 27, 2019, Ms. or an authorized user of the Expedia account purchased a roundtrip on *** departing on October 7, 2019 from Charlotte, NC to Philadelphia, PA and returning on October 11, 2019 from Philadelphia, PA to Charlotte, NC; along with a four-night reservation at the ***; Vacation Waiver and Roundtrip airport transfers via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on October 14, 2019, Ms. called in regarding compensation for rude service that she received from the airport transfer company. Ms. advised the driver was late and very rude and caused her to almost missed her flight. Our representative called the vendor and they advised to send them an email. Our representative sent the email to the vendor.
After further review on October 15, 2019, Expedia called the vendor and was asked to email them. Expedia emailed asking if they were willing to refund/compensate Ms. based on the complaint on their driver. Ms. advised the arrival time was an hour late he was rude and that fact that she almost missed her flight. Expedia contacted *** and was advised to send them an email. *** replied back to the Expedia email, authorizing Expedia to issue a refund for 50%. Expedia issued a refund for 50% ($205.88). The refund will appear on the original card that was charge within three to seven business days. A refund receipt has been emailed to the email address on file
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.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My itinerary is *** My flight was cancelled and Expedia did little to nothing to help me get re-routed. Their communication was horrible. I am now stuck and don't have any way to get to my destination. Their English is poor. Not only that they won't even refund my original form of payment to my new credit card.
Please have Expedia help me get to my destination. I am deeply upset.
October 15, 2019Revdex.comChicago & N. IllinoisComplaint 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 $2963.33.
Our records indicate on March 27, 2019, Mr. or an authorized user of the Expedia account purchased a roundtrip on *** departing on November 20, 2019 from San Francisco, CA and returning on December 1, 2019 from Male, Maldives to San Francisco via itinerary ***.Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 18, 2019, Expedia emailed *** regarding the schedule change. We asked about other flights, cancelling and refunding. *** replied back advising the passenger could be refunded without penalty or same class, same routing, date change without penalty. If same class is not available, please book with the lowest available class then we will confirm the same class seat. On September 19, 2019, Expedia emailed Mr. advising *** had made an involuntary schedule change that affected his upcoming trip. On September 20, 2019, Mr. called in due to the airline schedule change. Mr. did not provided any flights and was asking for possible options. Our representative tried to check the availability but there were no flights available. Our representative called *** Airline to inquire on their availability. *** advised that we needed to send them an email for possible options. Our representative emailed ***.
After further review on October 15, 2019, Expedia was able to verify with *** that they ceased operations from the San Francisco Airport as of October 5, 2019. Expedia cancelled the itinerary and submitted the record for refund. *** will be issuing the refund of $2963.33 to the original card number used to book the reservation. The refund will appear back on the card in five to ten business days.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing 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
I booked a trip to Paris for May 2020 through Expedia and I received an email from Expedia stating that the airline I booked for had ceased operations and to “try to dispute the charges with my card issuer.” Well, I chose to pay monthly through ***, which Expedia advertises and offers on the checkout screen. So I am still paying that loan TO EXPEDIA and cannot just dispute the charges with my bank because they haven’t all happened yet. I talked on the phone for over an hour with Expedia’s customer service and they were no help and didn’t even understand what the situation was. I contacted *** and they were more helpful, but stated that they haven’t received information about a refund from Expedia. Since the loan is to Expedia, they would need to issue the refund. I even purchased their trip insurance so I don’t understand how I can’t get a refund for my airline closing? That is way beyond my control.
October 21, 2019
Revdex.com
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 package reservation. We understand that she is requesting that Expedia compensate her by providing a full refund due to an airline ceasing operation.
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 *** Airways, traveling from Newark, NJ, to Paris, France departing on May 17, 2020 and returning on May 23, 2020. The package includes a hotel and vacation waiver with a stay at Hotel Gavarni, Paris for a check in on May 17, 2020 and a check out on May 23, 2020.The total cost of the package is $1460.75.
On October 9, 2019, Ms. contacted Expedia for airline-initiated cancellation assistance, since *** Airways ceased operation. We attempted to coordinate with the airline to advocate on Ms. behalf in the pursuit of a refund. Regrettably, Expedia was unable to obtain refund authorization. *** Airways is the merchant of record (the entity that receives the funds and the company that charged the customer’s credit card). Expedia cannot provide a refund unless approved by the airline as we are not the direct merchant of record. Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we do not own or otherwise operate any airline.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Cancellation and Expedia’s Terms of Use.
*** Airways Cancellation Policy: Tickets are non-refundable
*** Airways (Report Your Claim) Form: For refund inquiry due to cease of operation
***
*Note: Use Google translate for English purposes
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.
In addition, Expedia made several attempts to reach Ms. in regards to the *** airways flight. However, she did not return our calls or respond to an email which prevented Expedia from continuing with our research.
While we regret Ms. 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
Complaint: ***
I am rejecting this response because:
My *** loan is TO EXPEDIA. Not the airline. The airline never charged me personally for anything. *** confirmed that my loan is to Expedia and Expedia would need to contact *** to cancel or refund the loan. I wasn’t able to answer the phone calls from Expedia (Melanie), but I did respond to her email explaining that I was at work when she called and if we could talk after I got off work one day. I never received a response.
Sincerely
I booked the Expedia bargain fare yesterday night (12 Oct). . I have 2 complaints w.r.t this reservation
1) Expedia expected me to spend an entire night at an airport for this trip. So there is a layover of 9 hours at Sandiego and that too overnight. This is more like a punishment than a trip.
2) when I contacted the office, they told me that I saw the 8 hour overlay and still booked. I went back to the site to retrace my steps and saw that they never told me about the 8 hour overlay
The resolution was that I got penalized and also they gave me a hotel only coupon instead of returning what ever part of my money to my card. I think the whole thing is so unfair and not to mention this is my worst Expedia experience ever!
October 15, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. (Revdex.com case number***) regarding a nonrefundable flight reservation.
Our records show that on October 12, 2019, Mr., or an authorized user of the Expedia account, self-booked a nonrefundable flight reservation using Expedia’s website, under itinerary ***. Travel was with *** scheduled to depart from San Francisco, CA, on October 14, 2019 to Newark, NJ, arriving on October 15, 2019 for a total of $306.21. We understand the customer is requesting a full refund of his reservation, based on an extended layover.
On October 12, 2019, Mr. contacted Expedia stating the *** (eight hour) layover from 10:25pm to 6:25am wasn’t present during his transaction. Therefore, we used a tool allowing us to review Mr. booking session which confirmed the (eight hour) stop in San Diego was listed. The remaining flight details, including airline, was emailed to Mr. after booking confirmation.
On October 13, 2019, Furthermore, Mr. called Expedia back to cancel his flight he was then advised of the non-refundable restrictions prior to submitting/ accepting the cancellation.
Additionally, see the exact conditions of the Bargain Fare flight, provided to Mr. prior to him agreeing to book the reservation:
Important Flight Information:
San Francisco
Departs between 4:00pm- 11:59 pm
New Jersey
0-1 Stops
Arrives Next Day
< Change Flights
Exact flight details, including airline, will be available in your itinerary after booking.
Your trip may include a change of aircraft or airline.
Tickets are non-refundable,
non-transferable and can’t be canceled or changed.
Name changes are not allowed.
Additional fees for checked baggage or other services may apply.
Seats may not be available until after check-in.
Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once a purchase is completed the airline and exact flight details will be revealed in an itinerary.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
Nonetheless, Expedia issued a $200 voucher to Mr. Expedia account for the extended layover. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until September 30, 2020. Please note that this voucher is not intended to replace the value of his flight but rather, provide a hotel accommodation. We want to encourage Mr. to review the vouchers terms and conditions available on our site.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
The 8 hour overlay is never listed. I went back to the website and tried to retrace the steps, I wasn't able to find the 8 hour overlay. Chances are that they hide it at a place where it wasn't obvious for the user. If what expedia says is indeed true, why would I contact their office within minutes of booking (after the booking they share the details of the reservation). If I first contacted their office after even an hour, I would gladly say its my fault I didnt check the itenary immediately. But I contacted them the moment I realized they had me in a 8 hour overlay!
The 200$ coupon given back has severe restrictions, I can't even use it to book a flight ticket!! How is that a refund?
Sincerely
Several months after booking and paying for a flight I received an email from Expedia stating (without explanation) that I had been rebooked on a flight leaving from a different airport a significant distance away and including an illegal (too short) connection. I called Expedia and was keep on the phone for well over 4 hours, including being disconnected multiple times and placed on several extended holds, trying to get rebooked on a flight that was actually possible. Throughout I was consistently given the runaround and, while Expedia claims that I have been rebooked, they refuse to provide written confirmation. When I contacted the airline directly they said I was still booked on the flight out of the wrong airport with the impossible connection.
October 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting an exchange and compensation.
Our records indicate on March 5, 2019, ***, or a person authorized for the Expedia account, booked a roundtrip flight with ***, traveling from New York, NY to Hong Kong, SAR, departing on November 25, 2019 and returning on December 1, 2019.
At the time of booking, the terms and conditions were provided, as well as the website Terms of Use. They were accepted by the customer when the purchase was completed.
The outbound flight was affected by an airline initiated schedule change. The airline canceled the connecting flight. On October 12, 2019 we received the schedule change from the airline with an automated suggested flight. The flight suggestion was held and not confirmed, and was not required.
Our ticketing department located two flight options that were available. Both options were valid. They were emailed to the customer. He had the option of selecting the option preferred via email or calling.
The customer contacted us by phone. Our customer service department advised that the schedule change can take 24 to 48 hours to complete. The customer called back the same day and wanted the schedule change completed immediately. The assisting agent contacted the airline to address the change immediately. The customer called back a third time on October 12, 2019. At that time, the schedule change had been completed and the ticket was already reissued.
We regret to hear that *** is dissatisfied due to time spent on the phone. However, we will not be able to compensate for time spent. Schedule changes are common in the airline industry. The schedule change was being addressed and no errors were found.
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: while an interesting work of fiction it bears little resemblance to actual events. Going point by point:
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"We understand *** is requesting an exchange and compensation."This makes no sense. I am not requesting an exchange, nor do I even know what "an exchange" means in this context.
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"The flight suggestion was held and not confirmed, and was not required."The email I received from Expedia indicated that I had been rebooked on this impossible/illegal connection. Nothing indicated that it was 'a suggestion' or that Expedia was offering any other option.
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"Our ticketing department located two flight options that were available. Both options were valid. They were emailed to the customer. He had the option of selecting the option preferred via email or calling."This is entirely false. No other options were presented to me until after I had spent multiple hours on the phone with Expedia.
"Our customer service department advised that the schedule change can take 24 to 48 hours to complete."The claim that processing a rebooking takes 24 to 48 hours to complete is a complete fabrication. I have confirmed with the airline that such changes can be completed immediately
"The customer called back the same day and wanted the schedule change completed immediately. The assisting agent contacted the airline to address the change immediately."This too is entirely false. I had to call Expedia over 10 times and email them 4 times before the change was made. Additionally, the change was not made immediately, it was made over 10 hours after I first called Expedia.
"The customer called back a third time on October 12, 2019. At that time, the schedule change had been completed and the ticket was already reissued."Once again Expedia is grossly misrepresenting the facts. To reiterate, I called Expedia over 10 times before the change was even made and the ticket wasn't actually reissued until October 14
"However, we will not be able to compensate for time spent"This response is wholly unacceptable.
"Schedule changes are common in the airline industry. The schedule change was being addressed and no errors were found."I travel frequently and while schedule changes are common rebooking someone on a flight out of a different airport and including an illegal connection and transit between airports which would require the passenger to get a transit visa to even attempt is neither common nor acceptable. Additionally, the fact that Expedia has decided to grossly and repeatedly misstate easily verifiable facts in their response and considers 10+ phones calls totaling more than 5 hours, multiple disconnections and extended holds, reps providing false and contradictory information, etc as an issue "being addressed and no errors found" speaks volumes as to their dishonesty and disdain for their customers.
Sincerely,
***
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November 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from Jacob Grossman (Revdex.com case number ***).
The flights purchased by the customer on March 5, 2019 were as follows:
November 25, 2019
Flight *** / New York-Shanghai / Departing 12:45 AM
November 26, 2019
Flight *** / Shanghai-Hong Kong / Departing 8:35 AM
December 1, 2019
Flight *** / Hong Kong-Shanghai / Departing 8:20 PM
December 2, 2019
Flight *** / Shanghai-New York / Departing 8:00 PM
The airline had a schedule change on one flight segment and a minor time change on another. The airline needed to provide new flights, or a refund, but was not required to offer both. Refunds are not normally offered in cases where similar flights can be provided. The customer requested new flights. Flights were available with minor changes and provided. The new flights were:
November 25, 2019
Flight *** / New York-Shanghai / Departing 12:45 AM
November 26, 2019
Flight *** / Shanghai-Hong Kong / Departing 9:20 AM
December 1, 2019
Flight *** / Hong Kong-Shanghai / Departing 8:20 PM
December 2, 2019
Flight *** / Shanghai-New York / Departing 8:20 PM
The customer requested a refund after the ticket was reissued. At that time, the fare rules would apply for normal cancelation. The customer was advised that he could cancel and get a refund minus cancelation fees. The customer did not request the cancelation.
On November 5, 2019 the flights were canceled because the customer disputed the charges with the credit card company, for the purchase made with the airline. If the customer has any questions regarding their credit card dispute they would need to talk to their 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
Complaint: ***
I am rejecting this response because: Per US Department of Transportation regulations when there is a material change to an itinerary (such as a flight being canceled or a schedule change) the airline is required to issue a full refund (even if the original ticket was nonrefundable) so Expedia's offer to refund my ticket minus a cancelation fee was a blatant attempt to defraud me. In addition, Expedia's claim that the ticket was canceled on November 5 is completely false (see attached Ticket Verification from China Eastern's website showing the ticket as "open for use" as of 11/8 or perform your own ticket verification at https://us.ceair.com/en/ticket-verification.html) and if, in fact, Expedia had canceled the ticket without issuing a refund it would be a further fraudulent act and violation of federal law. Additionally, as shown in the attached email chain, the airline has confirmed that I am entitled to a full refund and contacted Expedia directly to request they issue one on October 30 and again on November 7. Expedia has not issued a refund nor have they responded to the airline's request. Finally, according to my credit card issuer, they have reached out to Expedia regarding my dispute of this charge and Expedia has failed to respond to them. In total, Expedia has wasted numerous hours of my time, behaved in a highly unethical and likely illegal manner, made numerous false claims to both myself and the Revdex.com, continues to refuse to issue a refund despite being required to do so by law and instructed to do so by the airline on multiple occasions and still flatly refuses to provide any compensation for time and inconvenience or the added cost of having to make a new booking on relatively short notice as a result of their refusal to offer me a reasonable alternative after my flight was canceled.
Sincerely
I booked a flight + hotel bundle package. The site claims that I have a 24 hour cancellation policy but is not clear that it only applies to the flight but not the hotel. Expedia did not refund me for the hotel even though I called within 24 hours.
October 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand ***is requesting a refund.
Our records indicate on October 11, 2019, ***, or a person authorized for the Expedia account, self-booked items for two passengers including combined one way flights, traveling from San Francisco, CA to Honolulu, HI, departing on December 21, 2019 with Hawaiian Airlines, returning on December 26, 2019 with ***, and five nights with ***.
At the time of booking the terms and conditions were provided and accepted. They included:
Flights:
Free cancelation within 24 hours
No refund 24 hours after booking
Upgrades not allowed
Hotel:
Nonrefundable
Changes not allowed.
On October 12, 2019 our customer contacted us inquiring on cancelation. As per their request, the flights were canceled and voided. The charges for the flights will either be returned or they will not be charged. The processing of the authorization for the flights is determined by the credit card company.
The hotel is nonrefundable. We contacted the hotel and advocated on behalf of the customer. They advised a refund could not be provided. As per the request of the customer, no changes were made to the hotel and it is still active.
No further refunds are available. Compensation cannot be provided for cancelation penalties.
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:
It is not clear on the bundle and save product page which part of the bundle the cancellation policy applies to. There is no text indicating that the 24 hour policy *does notapply to the hotel.
Sincerely
I reserved a hotel room with Expedia for August 30-September 02. I fly standby or non-rev due to working for the airline. Looking at this specific rental, it showed no refunds for cancellation, so they had the option of buying insurance to cover cancellations in case something happened. Four days before our reservation the flights were full and we could not make it. I cancelled on 8/26/19. They informed me I need to contact the insurance company, which I did. They took all necessary information and said it would be a 10-12 day wait. After 2 weeks I heard nothing. I called the insurance company back and they said it was still pending review. I then called my credit card company to dispute. They refunded the money the next few days. On today 10/11/19 I receive a letter that they are disputing my charge credit. I still have heard nothing from the insurance company and the copy of the contract they sent clearly states 100% trip cancellation coverage. First and last time using these people.
October 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel and coverage. We understand *** is requesting a refund.
Our records indicate on August 16, 2019, ***, or a person authorized for the Expedia account, booked three nights with ***, checking in on August 30, 2019, and purchased hotel booking protection with Travel Guard.
The terms and conditions were provided at the time of booking and accepted. They included:
***: The rate and reservation selected is nonrefundable and no changes are allowed.
Travel Guard hotel booking protection: Section II - Benefits / TRIP CANCELLATION
The Company will pay a benefit to reimburse the Insured for covered expenses up to the Maximum Limit shown in the Schedule or Declarations Page, if an Insured cancels his/her Trip due to any of the following Unforeseen events:
· (a) Sickness, Injury, or death of an Insured, Family Member, Traveling Companion, or Business Partner. Sickness or Injury must be certified by a Physician;
· Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured, which results in medically imposed travel restrictions as certified by a Physician at the time of Loss;
· Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to cancel the Trip to assume daily management of the business.
· (b) the Insured or Traveling Companion is hijacked, quarantined, subpoenaed, required to serve on a jury, or required to appear as a witness in a legal action; provided the Insured or Traveling Companion is not a party to the legal action or appearing as a law enforcement officer;
· (c) the Insured or Traveling Companion is called to active military service or as a reservist, or military leave is revoked or reassigned. The military leave for the dates of travel must be approved prior to the effective date of coverage;
· (d) the Insured or Traveling Companion (or, if the Insured is a Child, the Insured’s parent or legal guardian), is involuntarily terminated or laid off from their employment. The termination notice must occur at least 30 days after the Insured’s effective date of coverage. The employee must have been an active employee with the same employer for at least 1 year. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;
· (e) the Insured or Traveling Companion (or, if the Insured is a Child, the Insured’s parent or legal guardian), has an involuntary employer-initiated transfer of 100 or more miles which requires the Insured's Primary Residence to be relocated; provided that he or she has been an active employee with the same employer for at least 5 continuous years. Notification of the transfer by the employer to the Insured must occur after the effective date of coverage;
· (f) the Insured’s or Traveling Companion’s Primary Residence is made Uninhabitable, or the Destination is made Uninhabitable or Inaccessible, by Natural Disaster (other than a hurricane), fire, vandalism, or burglary;
· (g) a named hurricane making the Insured’s Primary Residence Uninhabitable, or making the Destination Inaccessible or Uninhabitable. Coverage for a hurricane applies only if insurance was purchased prior to the tropical storm first being upgraded to a hurricane. The Company will only pay the benefits for Losses occurring within 30 days after the named hurricane makes the Insured’s Destination Uninhabitable or Inaccessible;
· (h) the Insured or Traveling Companion is delayed due to a traffic accident while en route to the Insured’s Destination. The traffic accident must be substantiated by a police report;
· a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival.
Trip Cancellation Benefits: The Company will pay a benefit to reimburse the Insured for any of the following applicable expenses, up to the maximum limit shown in the Schedule or Declarations Page, for Trips that are canceled prior to the scheduled Departure Date due to any of the Unforeseen events listed above.
Expedia is a third party intermediary that offers items for sale from suppliers. The terms and conditions for the items come from the supplier and we are unable to override them. Expedia does not reimburse or approve claims in place of the coverage supplier, and has no control over what they approve or deny. As the terms and conditions were provided at the time of booking, compensation is not available.
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:
Sincerely
I booked my flight with Expedia in April, but had to cancel the flight in May due to a death in the family. Not only did they not respond to our bereavement application, with death certificate and other supporting documents for four months, but they won't allow me to use my credit from the flight. After two separate one hour and a half calls, they still keep pushing it off to the airline (***), saying I need to rebook with the airline. After speaking to ***, they had clarified that technically Expedia needs to book it still since they are our travel agent so the credit I have from the flight is with Expedia. In addition, *** can also see our bereavement application and that it was viewed but they don't know why I haven't received a response from Expedia.
October 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a vacation package. We understand Ms. is requesting that Expedia compensate her by refunding the airfare.
Our records show on April 6, 2019, Ms. or an authorized account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Los Angeles, CA, USA to Bora Bora, French Polynesia departing on June 11, 2019 and returning on June 16, 2019. The package included a hotel, package insurance with a stay at four seasons Resort, Bora Bora, for a check in on June 12, 2019 and a check out on June 14, 2019.The total cost of the package was $8531.08.
On May 13, 2019, Ms. or an authorized Expedia account user cancelled the four seasons resort stay on our website. A refund was processed for a total of $4733.44 excluding the airfare and insurance plan.
Furthermore, on May 19, 2019, Ms. contacted Expedia to request a refund of her airfare based on an extenuating circumstance. We informed Ms. that her airfare is non-refundable with specific credit restrictions. However, Ms. was seeking a refund which was outside of the *** airlines cancellation policy.
See the following *** Cancellation Policy:
Ticket is non-refundable in case of cancel
Therefore, as an inquiry we advocated on the Ms. behalf on several occasions by reaching out to *** for refund authorization. Regrettably, *** delayed their possible denial or approval letter for investigative purposes. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** is (the entity that received the funds and is the company that charged the customer’s credit card). We cannot provide a refund unless approved by the airline and must adhere to the airline’s policy.
Additionally, by selecting to complete this booking Ms. acknowledged that she 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.
On June 4, 2019, Ms. contacted Expedia to officially cancel her flight Expedia informed/ honored her request by following the airlines restrictive cancellation policy provided above.
Nonetheless, on October 10, 2019, Ms. called back for airfare credit confirmation see the following detailed instructions sent via email to address: ***@gmail.com
Please contact 1-800-397-3342 to redeem your credit.
Please note the following concerning your Expedia credit -
· Your Expedia credit expires 10Oct2020 and it is a one-time use only
· The amount of your Expedia credit is 3,481.64USD
· Any residual value remaining will be forfeited at the time of rebooking
· This offer cannot be combined with any other credit, promotion or discount code
· You may only use the credit once, on one reservation (cannot be combined with multiple itineraries)
· The new reservation must be outside of any 24 hour cancellation period when requesting a refund
· The Expedia credit is non-transferable
If you have questions regarding this credit voucher, please call 1-800-397-3342 to speak to an Expedia Customer Service representative. Thank you for your continued business.
While we regret Ms. experience was not as we would have hoped due to the information provided above Expedia is not able to honor her request.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I rent a vehicle on Expedia.com from 9/06/2019 to 9/12/2019 during a trip to Florida,and I was quoted for $54.16 ,make all the arrangements including a rental car insurance from my personal insurance policy.On the day of arrival at the Fort Lauderdale Airport I went to pick up my rental car at *** a partner from Expedia.I was asked to purchase a rental car insurance even that I showed a coverage from my personal car insurance.I cancelled the rental car and was informed to contact Expedia's customer service ,after my call I was promise That I was not going to charge but I still had on my credit card bill.I contacted for the 2nd time with Customer's service Supervisor Miss G on 10/06/19 promise that they were going to care off ,with not results.
I was promised to receive a phone call the next day wait the whole day and nothing.The day of my arrival I ended to rent another vehicle 2 1/2 hours later with another company and paid $127.18 .I never had this experience in the past,they are very quick to take your money but when I comes to repair their mistakes forget it.I will never use them again for any services.
October 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservations. We understand that the customer is seeking a refund of $127.18, for the second booking, based upon rental coverage.
On August 29, 2019, Mr. or an authorized user to the Expedia account self-booked on Expedia’s website, under itinerary *** for a total of $54.16. The car reservation was with *** for pick-up in Ft Lauderdale, from September 6, 2019 to September 12, 2019.
On September 6, 2019, Mr. contacted Expedia as *** declined the use of his personal insurance plan. Therefore, we advocated on Mr. behalf by contacting *** to request a refund. Regrettably, *** advised that Mr. personal insurance was acceptable had he agreed to sign their rental responsibility waiver. In addition, Mr. chose to reserve a second car rental booked under itinerary *** for a total of $127.18. The car reservation was with *** for a pick-up in Ft Lauderdale, from September 6, 2019 to September 12, 2019.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own nor operate any car rental agency.
Furthermore, by selecting to complete this booking Mr. acknowledged that he 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.
The following hyperlink contains *** rental restrictions available through Mr. emailed itinerary:
***
Nonetheless, On September 6, 2019, Expedia issued a $50 voucher to Mr. Expedia account based on the customer experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. This voucher is valid until September 30, 2020. Please note the voucher has additional terms and conditions listed through our site.
Moreover, On October 11, 2019, Expedia processed a refund of $54.16, for the original *** itinerary. The time it takes for the refund to post to the customers bank account depends upon how quickly his bank processes refunds. Generally within three to seven days.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his full refund request.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I booked a flight with Expedia with a return flight I upgraded to economy from basic however whem I recieved an email from the airline I realized there was a problem. I spent over an hour on the phone with expedia only forthwm to say that I could cancel and rebook my flight that after three different people who said that they saw what I was talking about on the scree that the service wasnt available that I was wrong and this could not be corrected. I would NEVER book a flight where I could not choose ky seat and that is why I upgraded to economy so I can pick my seat. I am only asking they corrwct this problem and thwre solution was to cancel my flight and rebook where is not an option to have my funds held from 3 to 7 days I will be flying on the 19th so I would not have time to rebook without it being a last minute flight I do not have the funds available tonsit and wait for 3 to 7 day or rebook immediately had they suggested. I explained in detailed how I booked this flight only to be told by 3 different people that I was wrong and there was nothing that could be done other than me canceling the flight and rebooking I selectedbthe upgraded flight it was not done and I fill that Exepedia should take care of this problem . I am filing a formal complaint with Expedia. Corporate office also.
October 10, 2019Revdex.comChicago & N. IllinoisComplaint 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 $35.32.Our records indicate on September 10, 2019, Ms. or an authorized user of the Expedia account purchased a combined one-way flight on *** departing on October 18, 2019 from Phoenix, AZ to Dallas, TX and returning on *** on October 22, 2019 from Dallas, TX to Phoenix, AZ via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on October 8, 2019, Ms. called to advise that the system didn't reserve the class of service she wanted. She stated she purchased a regular economy but the system shows a basic economy ticket. Our representative offered to void and rebook but she stated she doesn't have enough money to rebook. The call was escalated and our next representative was able to review our back-office system and advised Ms. that there was no site error. She was offered the opportunity to void flight as Expedia was no able to upgrade and she declined.
After further review on October 10, 2019, Expedia was able to see in the back-office system when Ms. selected to upgrade her class of service to Economy for $35.32, both check boxes were checked and the price remained at $199.42 when she elected to continue with booking. $199.42 was the price without the upgrade. Our previous representative offered Ms. the opportunity to cancel and rebook and she choose not to. As a one-time courtesy Expedia has issued a refund for $35.32 to the card that was originally charged. The refund will appear in three to seven business days and a refund receipt has been emailed to the email address on file. Since the 24-hour period has expired since the ticket was booked, the ticket cannot be cancelled or changed since it is a Basic Economy ticket.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** and United 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.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I made a reservation to check into a hotel on 9/3. Hurricane Dorian caused rodes to flood so I was not able to reach the hotel on 9/3 I called Expedia and they contacted the hotel who agreed to change the check in to 9/4, but Expedia failed to fax the change form so that the hotel could change the check in so when I arrived on the morning of 9/4 there was an issue at the hotel with the check in because of Expedia. I wasn't able to put my things in the room until the evening of 9/4 after work because they took so long trying to figure out how to fix the reservation that I had to go right to work. That evening I noticed ants in the room so I called the front and was given a different room and the very next morning I went to the desk to check out and they refuse to refund me the unusued days despite all of the issues that aren't in any way my fault.
October 9, 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 hotel reservations. We understand *** is requesting a refund.
Our records indicate on September 3, 2019, ***, or a person authorized for the Expedia account, booked three nights with the ***, for check in on September 3, 2019, for $294.27, via itinerary ***. On September 4, 2019, a hotel reservation for seven nights was booked in the same account, with the ***, for $502.53, via itinerary ***.
The terms and conditions were provided and accepted. The advised:
***: Cancelation is subject to a fee of one nights rate plus taxes and fees. After check in time the penalty is 100% of the cost of the booking.
***: After check in time the penalty is 100% of the cost of the booking.
The customer contacted us late on September 4, 2019, requesting to change the reservation with the ***, to check in on September 5, 2019 for seven nights. At the time of the call the reservation was already in progress and past check in time.
We contacted the *** to advocate on behalf of the customer. They agreed to provide a room for arrival on September 5, 2019. The reservation was to remain seven nights, and no additional billing was requested.
On September 10, 2019 the customer contacted us again regarding the ***, requesting a partial refund. We reached out to the hotel and they advised they billed for all seven nights per the terms and conditions of the booking, and we could contact them during the day to speak with the manager.
On follow up the hotel advised, check out was made early and they didn’t receive a complaint about the room until days after check out was completed. Any issues with the room would have been addressed, or a new room could have been provided, so that the customer could complete the stay. Cancelation and a penalty waiver would not have been available if requested on the date of check out.
On September 5, 2019 the customer called regarding their reservation with the *** requesting a refund. We verified that the hotel was allowing a refund for two nights. A refund of $196.18 was processed to the original form of payment on the booking.
We did not locate any other hotel reservations in which Expedia was billing the for the reservations. On the reservations noted above no further refunds are available.
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
October 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
As previously mentioned, on September 4, 2019, a hotel reservation for seven nights was booked in the same account, with the ***, for $502.53, via itinerary ***. On this reservation the customer paid Expedia, and Expedia paid the hotel. This reservation was not canceled.
The terms and stated: After check in time the penalty is 100% of the cost of the booking.
The hotel was contacted regarding the customer’s refund request of itinerary *** and they did not approve any nights to be refunded.
A second reservation with the *** was booked in the customers Expedia account, on September 4, 2019, for seven nights, with check in on September 6, 2019, via itinerary ***. This room and reservation selection had a billing arrangement where any charges would be completed by the hotel directly. Expedia was not billing any charges for it.
The hotel’s cancelation policy for the reservation stated: Cancellations or changes made after 1:00pm (Eastern Standard Time (US & Canada)) on Sep 4, 2019 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees.
Our records show that cancelation of itinerary *** was completed at 10:17 AM Eastern Time on September 4, 2019.
Any deposits for the reservation that may need to be refunded may be requested directly from the hotel, as they were entity charging.
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:
You're failing to mention that the second reservation was made because you screwed up the first one by not faxing over the change which caused me to be late for a meeting because I spent time that morning on the phone with Exp edia trying to figure out why the hotel had no record of what Expedia had advised me of the night before. Regardless, the cancellation policy doesn't apply when the conditions are dirty and there are ants in the room as it is reasonsble for anyone to not stay there in these conditions and to request a. refund.
Sincerely
On the evening of October 5th ( and also very early morning of October 6) I went in to check in at a hotel in downtown Chicago (*** downtown) I was told by the front desk there was no reservation under my name. I call Expedia and they say they are unable to honor the booking because they are sold out. They tell me they will make a reservation somewhere else (*** Chicago downtown ) I get to the other hotel and the agent on the phone tells me they are unable to make the reservation AGAIN!!!!!!!! I spent TWO HOURS on the phone with EXPEDIA and they offered to “refund my money” while I’m 4 hours away with no hotel room to stay in at 1 AM ... not only did this happen but I missed a work function because I was unable to properly get ready for the event via shower etc. my whole trip was RUINED with horrible customer service and a lack of care because of an error that was made by your company.
October 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund of the booking, in addition to compensation associated with our re-accommodation.
On October 5, 2019, Mr. or an authorized Expedia account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with *** Downtown, Chicago, IL for a check in on October 5, 2019 and check out on October 6, 2019, for a total of $131.26.
On October 6, 2019 Mr. contacted Expedia due to an inactive itinerary for the *** Downtown. After confirming, with the hotel that Mr. was denied (check in) we transferred him over to our, “Relocations Department”, for lodging assistance.
Therefore, on October 6, 2019, Expedia relocations booked an itinerary under ***. The hotel re-accommodation was with ***, Chicago, IL for a check in on October 5, 2019 and check out on October 6, 2019, for a total of $193.20, paid for by Expedia. We then processed a full refund of $156.26; under itinerary ***. The time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds, generally within three to seven business days.
Furthermore, on October 6, 2019, Mr. called Expedia back to discuss his experiences post check-out at the ***. He stated that he was unsatisfied with the ***’s accommodations offered at that property. Expedia then issued a $200.00 Travel voucher which is valid until September 30, 2020, for a future (pay now) hotel on our website.
Additionally, On October 8, 2019, Expedia contacted the *** for check-in verification. The hotel manager advised that Mr. checked in using his itinerary ***, he then checked out of the hotel on October 6, 2019, at 8:27AM. Separately, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and we do not own nor operate any hotel.
See the following:
Expedia’s Terms of Use, which was agreed to by Mr. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is unable to issue additional compensation.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
The e-mail confirmation/itinerary stated that my departure time was at 6:30 PM PST. For this reason, we arrive at 5:30PM PST. When we arrived at 5:30 PM PST, we were informed by the staff that the ship had already departed. We contact Ex[edia immediately and she stated customers are required to “Select” their “Boarding Time” for the cruise as it is different from the cruise “Departure time”. The Cruise Checklist DOES NOT state that this is MANDATORY.
In the Cruise Checklist, a bullet point which states “ Complete the advanced registration on the cruise line’s website to REDUCE the CHECK-IN time at the pier. Be prepared to provide your reservation number, passport information, and the details to complete the registration. We advise the representative that the checklist in NO WAY advises client’s that it is MANDATORY to register your boarding time. Based on the bullet-point, it suggest customers to register early in order to REDUCE the check-in time ONLY. Acknowledging that I generally arrive early to important events, I did not take this action. Secondly, if this is a mandatory step to board the cruise, customers need to be made aware of it in a CLEAR & TRANSPARENT format. This is completely UNETHICAL and UNACCEPTABLE.
October 8, 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 cruise reservation. We understand that the customer is seeking a refund of $655.04, based upon a minimum arrival time.
Our records show that on August 20, 2019, Mr. or an authorized Expedia account user self-booked a cruise reservation on Expedia’s website, under itinerary ***. Travel was with *** from Long Beach, CA to Mexico departing on September 22, 2019, and returning on September 26, 2019, for a total of $655.04.
We verified on September 22, 2019, Mr. contacted Expedia to report that he missed the ship based on his port arrival time. He then requested a full refund of $655.04, for a lack of travel preparation details supplied by Expedia. We respectfully informed him of the four emails sent by Expedia containing, “Pre-Trip”, information provided after his online purchase.
On August 20, 2019, Expedia sent Mr. the following pre-trip reminder via email (twice) see below:
Don’t Delay, Check In Early!
Congratulations, your cruise is booked. Cruise lines are required to submit their final departure manifests at least 60 minutes prior to sailing.
To make sure you don't miss your dream vacation, you must do one of the following:
1. Check in online no later than 3 days before your cruise.
Or
2. Check in at the pier at least 2 hours before the published sail time.
It's Mandatory
*You must check in and be onboard the ship 90 minutes before the published sailing time, or you will not be permitted to sail.
Additionally, on August 21, 2019, Expedia sent Mr. a travel guide via email containing the following instructions:
See the complete Cruising Guide:
The Top 5 Must- Dos before a Cruise
1. Make sure that you have a valid passport and any necessary visas
2. Book any needed flights and pre/post-cruise hotel stays
3. Check in on the cruise lines website
4. Purchase airport/hotel transfers in advance
5. Pack everything you’ll need for your first day onboard in your carry-on
Expedia’s Terms of Use, and the ***s rules and restrictions which were agreed to by Mr. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
*** Cancellation Policies:
Days before departure: Charges per person
Up to 61 days none (except Pack & Go, Early Saver*, and Super Saver fares)
60-46 days Deposit
45-30 days Deposit or 50% of total fare, whichever is greater
29-15 days Deposit or 75% of total fare, whichever is greater
14 days or less 100% of total fare
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his request for a refund.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Dear Team, I am totally disappointed and frustrated as Expedia ruined my all travel plans. My Family missed their flight due to lack of cooperation from Expedia customer service. I have booked their flight from Delhi-Dallas in *** through Expedia. Departure was on 9/21 and due to lack of cooperation from Expedia and airlines, they ended up missing my flight and of-course, the connecting flight from Dubai too.
I got the tickets and confirmation from *** Airlines and Expedia, they arrived airport well before the departure time. As per *** Airlines this is purely Expedia's fault and they are supposed to refund.
*** comments on ***
Comment # 1
"Hi ***, Thanks for sharing your details. I’m sorry to learn about what happened. I’ve checked your booking.
Based on the remarks, your issuing agency didn’t correctly update the infant details in it.
This is why you couldn’t board the flight. I can see that Expedia has contacted our Reservations team about the same.
We’ve guided them on how to insert the information. I understand that it’s not your fault. I suggest to take it up with them.
Also, you’ll need to contact them to check the options available for this booking. They will handle all the flight changes before you begin your trip. Hope this clarifies.
Regards, ***, *** Social Media Team"
Comment # 2
"Hi ***, You'll need to follow up with Expedia directly about your refund.
I'm afraid we can't process the refund on their behalf. Best regards, ***, *** Social Media"
Now, Expedia has admitted their mistake and ready refund partial amount of $420, however the total amount was of $1335. I am very disappointed coz it was not my mistake, but still we are losing a big amount coz of lack of communication from Expedia.
seeking for help here
October 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show that September 10, 2019, Mr. or an authorized Expedia account user self-booked a flight reservation on Expedia’s website, under itinerary ***. Travel was with *** from Delhi, India to Dallas, TX USA departing on September 21, 2019. We understand that Mr. is requesting a full refund of $1335.07, as *** denied use of the reservation.
We verified on September 21, 2019, Mr. contacted Expedia for rebooking assistance with three tickets. We advocated on the customers behalf by requesting authorization from *** to permit a change without penalty. However, *** as they were the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) Denied, our request based on the airlines restrictive (arrival) time policy. Mr. family arrived (52) minutes prior to their flights departure.
*** check-in restrictions available through the hyperlink listed below:
***
By selecting to complete this booking you acknowledge that you have read and accept the Rules & Restrictions and Expedia’s Terms of Use:
*** Rules and Restrictions:
*A NO-SHOW FOR A FLIGHT IS CONSIDERED WHEN A
PASSENGER FAILS TO REPORT TO THE AIRPORT AS
BOOKED ONE HOUR BEFORE DEPARTURE OF THE
SCHEDULED FLIGHT
After Departure:
Ticket is Non-refundable in case of a cancel
Cancellations:
Charge INR 18000 for No show/rebook
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.
Nonetheless, on October 7, 2019 Expedia processed a refund of $1335.07; the time it takes for the refund to post depends upon how quickly Mr. bank processes refunds. Generally within three to seven days.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My wife had a medical emergency, and when I called to have Expedia help change our itinerary, I spent over 3 hours on the phone with 5 separate agents, I was dropped and called back multiple times, and throughout all of this, Expedia cost me $290 as the cost of airfare rose from $20 extra to $313 extra beyond my original booking. If I had just worked with *** instead - or Expedia had ironed out all of their service issues - I would not be paying out of pocket. Expedia has been the literal worst travel service experience of my very long, millions-of-air-miles travel career. Their lack of service has cost me real money I won't get back.
October 8, 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 non-refundable vacation package. We understand Mr. flight was affected by a price increase during his (exchange inquiry) as a result he is requesting compensation.
Our records show that on May 23, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s Mobile site under itinerary ***. Travel is with *** Airlines, traveling from Denver, CO, USA to Athens, Greece departing on October 8, 2019 and returning on October 21, 2019. The package includes a hotel stay at *** for a check in on October 12, 2019 and a check out on October 14, 2019.The total cost of the package was $1792.35.
On October 5, 2019, Mr. contacted Expedia to rearrange his package dates of travel. Therefore, we provided him with the total increase during his (inquiry) in order to finalize that transaction. However, Mr. advised that he had to consult with his wife before confirmation.
In addition, on October 5, 2019 Mr. called back to complete his pervious requests. Regrettably, Mr. total package increased to, “$913.26”, at which point, he accepted.
See the following itinerary changes:
Travel is with *** Airlines, traveling from Denver, CO, USA to Athens, Greece departing on December 5, 2019 and returning on December 15, 2019. The package includes a hotel stay at *** for a check in on December 6, 2019 and a check out on December 8, 2019.
Furthermore, our travel providers do regularly update their inventory on our site which can lead to pricing and availability changing at a moment’s notice. Therefore, an itinerary is not guaranteed until confirmed and ticketed.
Additionally, Mr. at the time of booking agreed to Expedia’s Terms of Use which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.
Nonetheless, on October 8, 2019, Expedia processed a refund of $291.40, back to the customer’s original form of payment. The time it takes for that refund to post depends on how quickly Mr.’s bank processes refunds generally within 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
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
They were totally unreasonable and uncooperative when it came to making a mistake in a booking with them. I will never use them again.
Be careful using expedia to book hotels. I had booked a hotel in early July for a weekend in October and they messaged me saying that the hotel was doing remodeling so they could not accommodate the 5 rooms I needed and then when I asked for full refund, I was then told to disregard the message and the hotel would be ready for when we got there. So 3 months went by and we got to the hotel and it is nowhere near ready for guests, but I received no email or phone call saying this.
Definitely a situation that no one needs to worry about when on vacation and having driven 10 hours to get there.