I was given a credit after canceling a flight in early August. When I tried to make a new reservation using that credit I was handed off to 3 different customer service reps, who all took over 30 minutes each just to confirm my new flight, charge me an extra 240 dollars, then told me it was sent to my email, which I confirmed with each of them, but never received an updated itinerary at that email. I want my extra 240 back and to be able to use that credit another time. This flight was to go to my father’s funeral and I’ve never been on hold for so long to confirm a reservation that they didn’t even send to the right email. Needless to say, I will never use Expedia ever again and just want my money refunded. No one ever apologized for their many errors.
Expedia.com Response
• Oct 06, 2019
October 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on July 13, 2019, ***-***, or a person authorized for the Expedia account, booked a roundtrip flight for one passenger, with ***, traveling from Los Angeles, CA to Houston, TX, departing on August 2, 2019, returning on August 5, 2019 and flight cancellation coverage with Travel Guard.
The terms and conditions for the items were provided and accepted at the time of booking. The terms and conditions for the flights stated that they were nonrefundable, but changes could be made with payment of a change fee and any fare difference.
On July 31, 2019 the customer canceled the flight. The flight value of $428.60 was available for use by the same passenger, with name changes not allowed, to rebook on ***, for flights departing within the United States, by one year of the original date of issue. Other restrictions apply. The airlines change fee of $200.00 plus any difference in air fare will be due at the time of exchange.
On October 3, 2019 the customer inquired on making an exchange. The terms and conditions were reiterated. The call disconnected before the exchange was completed and the exchange did not take place. The customer called back that night. The notes reflect that the customer verified that the credit was still available for use.
We regret to hear of any inconvenience experienced. The credit is still available for use to rebook within one year of the original issue date as advised. The $244.00 that was due for the exchange was not collected. If the customer provided a credit card that was authorized for the $244.00 the authorization will fall off within a time frame designated by the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a cruise in february on a *** cruise. on their site it stated I could upgrade to the fantastica experience which included 12 drink vouchers per person which was 60 dollars per person more. when I got on board they told me that program had been discontinued a year prior.*** told me I would have to take up this issue with expedia. when I called expedia a woman named *** told me that this had happened before. after three hours on the phone I was told corporate would get back to me. their decision was that I could not prove that was on their site in february. so how did I know about a program that was discontinued?
Expedia.com Response
• Oct 08, 2019
October 8, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding being refunded for $300.00.
Our records February 10, 2019, Ms. *. *** or an authorized user of the Expedia account purchased three 7-night Mediterranean Cruise from Venice (Roundtrip), embarkation on September 15, 2019 and disembarkation on September 22, 2019; along with Cruise travel protection via itinerary ***. A confirmation itinerary was emailed to the email address on file on February 10, 2019, it was first opened on February 11, 2019 and reviewed 4 times. In addition on February 10, 2019, Ms. or an authorized user of the Expedia account purchased two 7-night Mediterranean Cruise from Venice (Roundtrip), embarkation on September 15, 2019 and disembarkation on September 22, 2019; along with Cruise travel protection via itinerary ***. A confirmation itinerary was emailed to the email address on file on February 10, 2019, it was first opened on February 12, 2019 and reviewed twice. On February 10, 2019, Ms. J. *** or an authorized user of the Expedia account also purchased one 7-night Mediterranean Cruise from Venice (Roundtrip), embarkation on September 15, 2019 and disembarkation on September 22, 2019; along with Cruise travel protection via itinerary ***. A confirmation itinerary was emailed to the email address on file on February 10, 2019, it was first opened on February 10, 2019 and reviewed 13 times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 27, 2019, an Expedia Cruise Representative called for Mr. *** and left a voicemail advising the promotion will be researched and that a follow up call would be done. On October 1, 2019, the Expedia Cruise Representative called Mr. back and advised that the 12 drink voucher program ended in 2018 and advised that the promotional terms on the website advised the promotion does not qualify for sailings after March 2019, therefore Expedia cannot compensate.
After further review on October 8, 2019, Expedia was able to review the reservations that were booked on Expedia.com and Mr. advised that ***’s website advised he could upgrade to the Fantastica Experience which included the 12 drink vouchers per person. The promotional offer was not advertise on the Expedia.com website and was not applicable to the cruise that Mr. booked on Expedia.com.
In addition, at the time of completing her 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 travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Mr. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Oct 08, 2019
Complaint: ***
I am rejecting this response because: expedia claims that this promotion was not listed on their website when in fact it was. I was even told by their cruise representative *** that this had occured before.Furthermore they advised that they are not liable for errors of their suppliers. Yet *** says it's not their responsibility and that expedia is responsible.where is the accountability of misrepresentation of their website? consumers should be compensated for bait and switch tactics. expedia needs to review the 3 hour call I made to *** where she states that this has happened before.
I purchased insurance on a flight through Expedia and paid Expedia. They have warranted the tickets on prior trips, but now they take the money and pay an insurance company. I spent 45 minutes on the phone and now have to provide written information. The whole process is a scam and should be investigate. I now have to wait 15-30 business days for a response.
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 nonrefundable flight reservation. We understand that the customer is seeking a refund of $461.03, which excludes the flight insurance plan.
On August 2, 2019, Mr. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. The tickets were issued by ***, traveling from Miami, FL, USA to Cali, Colombia departing on October 30, 2019 and returning November 4, 2019. The flight reservation includes a Travel Protection Plan, administered by Travel guard.
On October 4, 2019, Mr. contacted Expedia for cancellation assistance utilizing his insurance plan. Regrettably, Expedia cannot submit a claim on a customer’s behalf. Therefore, we provided Mr. with Travel Guard’s contact details listed (below) as part of the (disclosed) terms and conditions.
See the following hyperlink and contact details for the Travel Protection Plan:
Additionally, Travel Guard’s hyperlink is located within the customer’s booking path available for a pre-purchase elevation. 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.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.
Review and book your trip (See) Airline rules + restrictions:
Tickets are nonrefundable and nontransferable
A fee of $300 per ticket is charged for itinerary changes. Name changes are not allowed
Please read the complete penalty rules for changes and cancellations or charter contract (Opens in a new window.)
Please read important information regarding airline liability limitations (Opens in a new window.)
*View insurance details and disclosures (Opens in a new window.)
Tickets are non-refundable 24 hours after booking and non-transferable.
A fee of $300.00 per ticket is charged for itinerary changes.
Name changes are not allowed.
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. experience was not as we would have hoped due to the information provided above Expedia is not able to honor his refund request.
We thank you for allowing us the opportunity to address the 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 have received at least 50 phone calls from a company that identifies as *** which must be connected to Expedia when I typed in *** in this site.
I continually get phone calls asking for an old friend I explain that I haven't spoken to that person in over 10 years and to please remove my number from their computer system and stop calling me.
Every callers tells me they will make sure to completely remove me but that seems to create MORE phone calls to both my cell phone and office phone (he must have used me as a reference somewhere in life).
I don't know how to make these harassing phone calls stop.
I have submitted a negative review after going to a hotel in Japan (***). It has 4 star review on Expedia, I have a very negative experience, and Expedia has not released the review after 30 days despite multiple followup. I suspect that Expedia is censoring reviews in order to boost online review scores for their featured properties. When I look through past reviews of ***, there are no 1 or 2 stars.
Expedia.com Response
• Oct 04, 2019
October 4, 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 review. We understand Mr. is concerned with publishing his review surrounding his hotel experience and he is requesting its release.
Our records show on June 6, 2019, Mr. *** or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was with ***, *** for a check in on August 20, 2019 and a check out on August 22, 2019.
We value our customers’ opinions and so do other travelers. We invite customers to share their subjective opinions regarding their travel experience and also offer hotel managers the opportunity to respond with their own subjective opinions. This forum gives both our customers and our hotel partners a place to express their views. Expedia, Inc. does not intervene in this forum and has a limited review dispute policy.
However, Mr. agreed to Expedia’s Terms of Use, which expressly states:
We take no responsibility and assume no liability for any Submissions posted or submitted by you. We have no obligation to post your comments; we reserve the right in our absolute discretion to determine which comments are published on the Website. If you do not agree to these Terms of Use, please do not provide us with any Submissions.
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 04, 2019
Complaint: ***
I am rejecting this response because this is unreasonable censorship. I understand why this is needed to avoid ranting by random customers, but against a long-time customer. There is not much I can do, but this seriously impacts my confidence in Expedia service. I will share on social media about this policy.
My wife and I looked online to book a room through Expedia because they gave us a great deal on a hotel room for a week in December in Orlando. So we booked the room at the time because we had the money. Then my Dad and Mom wanted to come with us and they wanted to get a bigger room so that we could all stay at the same place. So again we booked through Expedia for their room but their room was a pay at the hotel room so they did not get charged that day. So I called Expedia and politely asked if they wouldn't mind refunding the first room since we were booking a bigger room with them. They told me one moment as they called the hotel to see if they would refund the money. They came back on the line after 3 minutes of "being on the phone" with the hotel and told me that no the hotel would not refund my money. So then I called the hotel myself and explained that I am in the national guard and that we requested a bigger room so that my family could come. The Hotel was happy to issue a refund but only once we got there and we did not check into the room. So now we feel as if we are getting screwed out of $444.39 because Expedia doesn't want to release those funds back to us even though the hotel told us they would.
Expedia.com Response
• Oct 04, 2019
October 4, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding hotel reservations. We understand Mr. is requesting a refund, under itinerary ***, for a total of $444.39, excluding the Protection Plan.
Our records show on July 26, 2019, Mr. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was with ***, Orlando, Florida for a check in on December 16, 2019 and a check out on December 20, 2019 for a total of $463.39. The hotel reservation includes a Protection Plan, administered by Travel guard.
On July 26, 2019, Mr. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was with ***, Orlando, Florida for a check in on December 16, 2019 and a check out on December 20, 2019 for a total of $1044.88.
On July 26, 2019, Mr. contacted Expedia for cancellation/refund assistance with itinerary *** we advocated on his behalf by contacting the hotel for authorization. Regrettably, the property manager denied our refund request regardless of the booking being cancelled.
See the following *** 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).
Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Furthermore, On October 4, 2019, we reached back out to the hotel for (refund) reconsideration. The hotel manager approved our second request. Therefore, on October 4, 2019, Expedia processed a refund of $444.39, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly his bank processes refunds generally within three to seven days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Oct 05, 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 purchased a flight package with hotel in May of 2019. There were two flight changes. The first which I was aware of and adjusted in my personal calendar. However, a second change was made which I was not aware of in July. On Sept 27th, 2019 I was making my way to the airport when I checked my email to look for the gate number and realized my flight was changed from 8:00pm to 4pm. So, when my partner and I had arrived to airport we had already missed our flight.
We contacted *** (the ariline) and they blamed expeidia and expedia blamed them. There were no flights available for that day. I purchased the next flight which was at 10:30 that night via a different airline for an additional $900+
I contacted expedia after our trip and they informed me that they could not refund me money because we missed our flight and we were no shows. They said they communicated the change via email.
I requested a refund but they stated I would not get one and essentially blamed me for them not being able to reach me.
I am outraged and would like my money back.
These companies have tons of money and we lose our money cause of their crap policies.
Expedia.com Response
• Oct 06, 2019
October 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on February 2, 2019, *** Pichardo, or a person authorized for the Expedia account, self-booked a package for two passengers, including combined one way flights traveling from New York, NY to Las Vegas, NV, departing with *** on September 27, 2019, returning with Delta Airlines on October 2, 2019, and four nights with the ***.
The terms and conditions for the flights selected were provided and accepted at the time of booking. They advised that the flights were nonrefundable with no changes allowed.
When booking the customer is required to provide a phone number and email address where they may be reached if contact is needed.
On July 14, 2019 the outbound flight with *** were affected by an airline initiated schedule change of five hours. The airline changed the schedule from flight *** departing at 8:59 PM, to flight *** departing at 3:59 PM. The tickets were updated by the airline reflecting the new flights. The customers itinerary in their Expedia account was updated automatically showing the new flight.
We reviewed for other options and found that *** had no other flight options available. We contacted the customer and left a voicemail on July 17, 2019. We sent the customer an email advising that a major change was made to their flights, that we were unable to reach them and needed them to contact us. On July 19, 2019 we followed up and left another voicemail. Another email was sent out as well.
On October 3, 2019 the customer contacted Expedia advising that they missed their flight on September 27, 2019. We reviewed the records and found that the original flight was marked as no show by ***, the tickets were updated to no value and another flight was provided for travel on September 28, 2019. We contacted the airline to advocate on behalf of our customer. The airline was able to advise per their notes that the original flights had been missed and there was no value available to refund.
While we understand our customer is requesting a refund, the tickets are nonrefundable. Compensation is not available as we updated the customers itinerary for their review and contacted them multiple times at the phone number and email address they provided for contact.
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 an all inclusive in Dominican Republic One day before stay, I accidentally summitted for one person and immediately call Expedia to cancel reservation. I was told since it’s less than 24 hours they have to wait for the hotel to approve the cancellation in order to wave the fee for the first night charge. After several calls I was told the reservation department left for the day go ahead and make another reservation while Expedia email the hotel and I should hear from them with 24-48 hours. I have been calling/emailing since 9/19 I’ve been told that they are unable to reach the hotel still no refund for any nights.
Expedia.com Response
• Oct 04, 2019
October 4, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $249.00.
Our records indicate on September 19, 2019, Ms. or an authorized user of the Expedia account booked a four-night hotel stay at the *** via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 19, 2019, Ms. called in advising she will be arriving at the hotel around 8:00pm. Our representative place a note on the reservation advising the hotel of the late arrival and that a second guest names *** would be accompanying Ms.. Ms. called back advising she booked for one person and the reservation needs to be for two people. Our representative advised Ms. that she can pay at the counter for second person or cancel and rebook. Our representative submitted a refund request to the hotel via email. From September 19, 2019 through October 3, 2019, there were numerous emails between Ms. and Expedia, Expedia and the hotel inquiring on a possible refund for the reservation that was created for one person. The hotel never responded to the emails Expedia sent. On September 20, 2019, Ms. called in stating she wants to cancel the reservation and that she will book a new reservation with two adults. Our representative called the hotel and there was no answer. Ms. called in advising she will be checking in late. Our representative called the hotel and was advised they allowed late check in as they have 24-hour service. Our representative advised Ms. that updates will be sent to her via email. On September 24, 2019, Ms. called in regarding with the reservation. She advised she has two reservation and she has been trying to get one of them cancelled and refunded. The call was disconnected and there were no other notes. On September 25, 2019, Ms. called in regarding with the reservation. She advised she has two reservations and she has been trying to get one of them cancelled and refunded. The call was disconnected and there were no other notes on the account.
After further review on October 3, 2019, Expedia was able to verify the creation of the reservation was within the penalty and the reservation was not refundable. Expedia has not had any response from the property regarding our refund request. Expedia issued a one-time courtesy refund for $249.38, we will not refund the Expedia Reward points, the refund will appear back on the card that was originally charged with three to seven business days. We have also emailed a refund receipt to the email address on file
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Oct 04, 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.
On September 30th 2019 I made a reservation through Expedia for *** using my *** card last for *** only to find out when I had arrived Expedia had canceled my reservation although due to no fault of my own my reservation was canceled I continue to explain to them the entire to 3 hour long conversation I have recorded) all the money I had now my money is in limbo for x amount of days until it reaches my bank account which means I'm stuck in this parking lot until they fix it I was on the phone with people for over 3 hours I waited since 1 p.m. it is now 7:24 p.m. in the parking lot with nowhere to go I spoke with the floor supervisor in Las Vegas corporate office by the name of Cameron and was told that there was nothing that they could do that I would just have to wait I emailed and I've emailed and I've emailed the department that they say they cannot contact via phone and I've yet to get a response the transaction processing department is said to be solely the only people that can handle the situation because my account was flagged on my reservation was flagged however I made the reservation the money was taken from my account I should have at the hotel
Product_Or_Service: Hotel
Order_Number:
Expedia.com Response
• Oct 05, 2019
October 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is 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 reservation.
Our records indicate that on September 30, 2019, the customer or an authorized user of the account, self-booked a same-day hotel reservation at *** - ***m, Irvine, CA, for September 30-October 1, 2019, under itinerary ***. The total cost of the booking was $ 113.99. On the same day, Ms.’ account was flagged by an internal Expedia team, subsequently, the hotel reservation was cancelled and the customer was refunded in full.
The customer's account was reviewed by our internal team and details were communicated to the customer directly by them. We regret Ms.’ experience was not as we would have hoped, If the customer desires compensation or requires more information about the incident, we recommend they reach back out to the specialized department at *** as we don’t have access to the details of the investigation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Gayana WCorporate Correspondence Team
Customer Response
• Oct 05, 2019
Complaint: ***
I am rejecting this response becaus: I have had several conversations and every one has been recorded for proof Upton request if necessary. Anyhow I was contacted the following morning 5 am by someone at the processing department who told me he had fixed my account and it was available to use at that time and he would contact me with any updates left no contact information called from a private phone number I proceeded to make a reservation with the 100$ credit I was issued at which time I had to explain my situation to 4 people as they all attempted to make the reservation 2 and half plus hrs later I was then told they dont know what is going on that no they could n would not send the credit to my other email despite knowing I was again sitting at the property I was supposed to be checking in . I was told I'd be issued a second credit for 100$ for my troubles and informed I would be contacted soon that the issue was again being escalated. That was on 10/3/2019 it is now 10/05/2019 and I have in no way been contacted and I attempted to make another reservation at which time I was told the second credit that I was told would be issued was not on fact there I do have the conversation with the SUPERVISOR I spoke with who promised the 100$ credit fully recorded to prove it. Btw. I am disgusted the lack of professionalism and lack of customer care Expedia and the code of ethics per *** whom I have also contacted and I wpnt stop there expidia has an extensive history come to find out of very poor and in mine and many other people flat out criminal conduct and needs to be held accountable. I have missed work lost money and almost lost my job for being able to fulfill my obligations at work due to these issues and all I'm being told is sorry about the trouble were escalating the issue and I will be called back yet never contacted thsy are obviously hoping I will give up which I wi not until this has been properly addressed and Expedia has taken responsibility for their mistake as well as their disgustingly horrible horrid customer servos and lack of resolutions
On September 13, 2019, my guest and I checked into ***. The owner/manager was rude and the room was less than acceptable related to cleanliness. Pillows were shifted on the bed, there were bugs and hair was all over the comforter. We could NOT stay at this resort.
Within 30 minutes, we checked out and booked another hotel. Upon checking out, the rude staff member stated he would not give us any information stating we were leaving. I immediately contacted Expedia since the hotel was booked through their website. Expedia stated they could not provide a refund because there is a no refund policy.
My issue is that this is a sanitary issue, not a personal issue. Had the resort been acceptable, we would've stayed. Expedia reached out to the company and they refused to offer a refund (even though we did not stay there an hour). In turn, Expedia has stopped responding to me regarding the matter, which is unprofessional. I feel as though this should be an exception outside of policy because it is based on cleanliness.
Expedia.com Response
• Oct 04, 2019
October 4, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records show on August 14, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel stay was with Hotel ***, Mykonos, Greece for a check in on September 13, 2019 and a check out on September 16, 2019 for a total of $432.48. We understand Mrs. was not satisfied with the quality in her room and is seeking a full refund.
On September 13, 2019, Mrs. contacted Expedia for refund assistance we advocated on her behalf by contacting the hotel for authorization. Regrettably, the property manager denied our request citing there,” Non-refundable”, cancellation policy and a declined attempt to accommodate Mrs. into a different room. Furthermore, Expedia has a relocations department designed to assist customers in relocating to alternative properties which was offered to Mrs. but she preferred a refund.
See the following Hotel *** 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.
Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
Expedia’s Terms of Use, which were agreed to by Mrs. 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.
As a courtesy, on October 4, 2019, Expedia processed a refund of $432.48, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly her bank processes refunds generally within three to seven days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I am a Gold Status Expedia member and had booked a reservation at ***, I found a VIP Access Property, ***s, that was advertised as my " points were worth double and I get free WiFi at this VIP Access property because you have Gold status. Plus, enjoy preferential room upgrades and early check-in when available." It also advertised the Premium room including a "Special Deal" which was "*** Benefits
A *** Level room and receive access to the concierge lounge, with offering full breakfast, snacks throughout the day, nightly cocktails with hors d'oeuvres, and computer and printer access.".
I cancelled my ***k reservation and booked the VIP Access Property, *** due to the perks included. The hotel did not have any perks listed with my reservation and I called Expedia and was on the phone for over TWO AND A HALF HOURS with 4 different people. Finally ended up with Dustin from the corporate office on the phone who stated I could pay the additional $320 for the perks and Expedia would refund me. I asked them to change my room the the Signature room which was also advertised on Expedia's website and the hotel confirmed was a concierge level room and cost $320 more that the room I was booked in. Dustin stated that Expedia did not want to pay out of pocket for the *** room, that they want ME to pay it and then Expedia would refund me. Absolutely the worst customer service. When I asked Dustin to at least acknowledge the poor customer service, he refused to and insinuated the information I gave him was not accurate. I have screenshots of everything that was advertised on Expedia's website and it was in fact FALSE advertising.
I purchased a flight from Expedia, Reno, NV - Palm Springs, CA - Reno, NV (for Sep 12, returning Sep 18). On July 22 Expedia notified me that the Palm Springs - Reno flight needs to be changed from *** to *** ($202). Two days before my trip, on Sep 10, Expedia sent me a reminder e-mail. I had been on 14 flights since May 2019, and did not remember if *** was changed to Delta, or the other way around (it did not matter to me). So, I trusted the reminder e-mail, which was the only e-mail I got from Expedia since July. However, this Sep 10 e-mail mistakenly sent me to a non-existent Palm Springs - Reno *** flight on Sep 18, while the *** flight, for which I never got a reminder, had already left. I called Expedia from the Palm Springs airport and begged them to put me on another flight, explaining how I was misled. They did not own to sending a wrong e-mail and did nothing. To avoid being stranded, I bought an *** ticket, one hour before departure. That ticket cost $339. So, due to Expedia's mistake, the return to Reno wound up costing me $541 = $202 (paid to Expedia) + $339 (paid to ). This was 2.5-3.5 times more than the cost of a regular ticket. Upon returning, I filed a request with Expedia for a refund of the *** ticket ($339). They continued not owning to their mistake and did not refund even the *** flight ($202) which I missed due to their e-mail. I sent a letter with a detailed explanation of the situation, and three other supporting documents: the misleading Sep 10 e-mail; the *** boarding passes and proof of the $339 payment; and a list of 59! reminder e-mails about the *** flight sent 1.5 hour after that flight had taken off. Expedia still did not agree to refund me. They did say, however, that they would make sure to avoid such mistakes in the future (obviously with others). So, I wound up "helping" them to correct how they run their business, but was not compensated in any way for the problem they caused me.
Expedia.com Response
• Oct 03, 2019
October 3, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $541.00.
Our records indicate on June 23, 2019, Ms. or an authorized user of the Expedia account purchased one combined one-way flight on *** Airlines departing on September 12, 2019 from Reno, NV to Palm Springs, CA and returning September 18, 2019 from Palm Springs, CA to Reno, NV via itinerary ***. A confirmation email was emailed on June 23, 2019, it was opened on June 23, 2019 and reviewed five times.Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm On July 22, 2019 – Expedia Schedule Change Department emailed Ms. advising there has been a schedule change to her flight. She was given two flight options or a refund option and asked to email us back and advise her choice or to call Expedia and discuss. Ms. contacted Expedia and advised that she did not agree with the schedule change options. Our representative offered the day before and the day after and a different airport but Ms. wants to a free car reservation and decided to cancel. Our representative cancelled the reservation. Our representative cancelled the flight and submitted for a $142.00 refund due to the schedule change. Our representative booked Ms. a one way flight on *** Airlines departing on September 18, 2019 from to Palm Springs, CA to Reno, NV via itinerary ***. Confirmation email was emailed on July 22, 2019, it was opened on July 22, 2019 and reviewed six times. On September 18, 2019, Ms. called in to get a new flight since her flight with *** has been cancelled and refunded. Ms. was transferred to our Customer Care Department. Ms. called in asking why her reservation was cancelled. Our representative checked the previous documentation and Ms. had requested to cancel due to the airline schedule change. The ticket was refunded and our agent assisted Ms. with booking a new *** flight. Ms. insist that her original flight is with *** and the rebooked flight was with United. Our representative advised the original flight was with *** and the new return flight was with Delta. Ms. is not okay with the flights, our representative advised Expedia cannot refund the flight as it is non-refundable. Ms. disconnected the call, she stated she needed to go. On September 26, 2019, Ms. sent in an email with four attachments. The first was a partial list of the 50 emails that she received for itinerary ***; the second attachment was dated September 10, 2019 for itinerary ***; the third was her letter of explanation and the fourth attachment was the boarding passes from the flight she purchased directly for departure on September 18, 2019 from Palms Springs, CA to Reno, NV on ***. On September 29, 2019, Expedia emailed Ms. and ask that she call in us. After further review on October 3, 2019, Expedia was able to verify that there was an airline schedule change on July 22, 2019 to the return flight for September 18, 2019, from Palms Springs, CA to Reno, on the original itinerary ***. Ms. did not agree with the flights that were offered for the schedule change and elected to cancel the return flight. Our representative cancelled the return flight, submitted for a refund and booked a new return flight under itinerary ***. As a one-time courtesy Expedia has issued a refund for $339.00 and emailed a refund receipt to the email address on file. The refund will be received within three to seven business days. Ms.’s original flight was refunded for $142.00, the new return flight that was booked on July 22, 2019, cost $202.00 and could not be refunded.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Oct 04, 2019
Revdex.com:
I have reviewed the response made by Expedia Inc. in reference to complaint ID, and find that this resolution is satisfactory to me. They have notified me that they have issued a refund of $339, as I initially requested. The refund has not appeared yet on my credit card, but I know this takes time and I will wait for it. In addition, Expedia needs to fix its automatic e-mail system, because in my experience, it acts in a misleading and erratic way.
I paid expedia for transportation via their sub-contractor from heathrow airport to my hotel. My flight was delayed and my arrival was delayed 7 hours. I called the sub=contractor to announce I'd finally arrived and they told me they expected me earlier that day and they wouldn't come back. They advised me to call a taxi. I did and the taxi cost me 106.00 USD. It was not my fault the flight was delayed.
Expedia.com Response
• Oct 03, 2019
October 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case ***) regarding a package reservation.
Our records show that on June 29, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Houston, TX, to Kef London, England UK departing on August 28, 2019 and returning on September 2, 2019. The package includes a hotel, and shuttle activity with a stay at ***, London England for a check in on August 29, 2019 and a check out on September 2, 2019. We understand that Mr. is requesting a partial refund for (shuttle) service and compensation for added expenses.
Our records show that on September 4, 2019, Mr. contacted Expedia due to a delayed flight causing him to miss the shuttle service. Therefore, we advocated on his behalf by reaching out to, “City Transfers ***”, to request a refund. The shuttle provider denied our request stating that Mr.’s flight arrived at (10:54AM) rather than (11:10AM) as they were awaiting his arrival. Furthermore, the shuttle provider made one unsuccessful attempt to reach Mr., which resulted in a cancellation.
From time to time and for variety of reasons, airlines delay their prescheduled flights. We understand that these delays can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated delay occurs. We cannot provide compensation unless approved by a travel provider and must adhere to their policies.
Additionally, Expedia’s Terms of Use, “City Transfers ***”, which was agreed to by you 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 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.
City Transfers ***:
You can cancel free of charge until 49 hours before your reservation starts
After that time, no cancellations, changes or refunds will be made
Vouchers are non-transferable
Rate is per person and is valid for shared transfers between London
Heathrow Airport (LHR) and your hotel only
*Partial cancellation is not available for roundtrip transfers
Nonetheless, On October 3, 2019, Expedia processed a refund of $44.00, Mr. for the inconvenience of the experience. The refund will go back to the original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refunds, generally within three to five days.
While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is unable to fully honor his 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 Ad***
Corporate Correspondence Team
Customer Response
• Oct 03, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a room through Expedia and when I received the confirmation, I noticed it was set for the wrong day of the week, the wrong month, and the wrong date. I contacted Expedia in less than 24 hours and explained what had happened. The customer service rep immediately began to make false claims about how it was my fault and that they would not change the date nor reimburse me. Imagine if I had booked a $10,000 trip and their system messed up the date? At least I was only robbed of $150. My advice is to book directly with hotels. Expedia only cares about the money, regardless of the bugs in their web application that can book the wrong date. As soon as you hit send...you are on the hook!
I purchased round trip tickets and a rental car from Expedia. On September 13, 2019 our first flight was delayed causing us to miss our next flight. We needed to be in SLC early the next day.The airlines only had a flight that would get us there later the next day with a 30 minute layover which would probably put us in the same situation again. I contacted Expedia and explained the situation and was told she had 2 flights leaving at 6:00 am the next morning. I purchased those tickets and asked if I should contact the rental car kiosk and let them know we still needed the car but would be coming in later than scheduled to pick it up. When we went to the airport 9 days later for our return flight we were not in the system. I was told we were considered a no show since we bought more tickets and our return tickets were canceled. I had to purchase yet 2 more tickets to get home. I contacted Expedia and asked how they could cancel something I didn’t request to be canceled since I explained to the Expedia agent that night what was going on . She never told me they would be canceled just offered to find me a hotel for the night. I spoke to a supervisor who told me I asked about the rental car but not my return flights . It was not their agents responsibility to tell me that.I never thought tickets I had already paid for a couple of months in advance and wouldn’t need for 9 days would be an issue.Any help you can give me with this issue would be greatly appreciated.
Expedia.com Response
• Oct 03, 2019
October 3, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $856.00.
Our records indicate July 25, 2019, Ms. or an authorized user of the Expedia account purchased two round trip flight on *** departing on September 13, 2019 from Greenville, SC to Salt Lake City, UT and returning September 22, 2019 from Salt Lake City, UT to Greenville, SC along with a nine-day *** rental car via itinerary ***. A confirmation email was emailed on July 25, 2019, it was opened on July 25, 2019 and reviewed twice.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 13, 2019, Ms. called in to change the pick-up time and date to September 14, 2019 at 10am. She advised their flight had been delayed but she booked a new flight. Our representative contacted *** and they advised that they could not change the reservation but they could keep the reservation for 24 hours after the original pick up time. Ms. was okay with our representative’s response and the call ended. On September 24, 2019, Ms. called in asking for a refund. Ms. advised that she called Expedia on September 13, 2019 and spoke with someone from Expedia. Ms. was not able to take outbound flight, she stated that they were informed to book a new outbound flight which they did, but Expedia never told her that her no showed flight would be cancelled. On September 25, 2019, Ms. wrote an email advising that someone told her if an agent did not tell her the returning flight would be cancelled that she should get a refund. Expedia ask that she call into our Customer Service Department for assistance. On September 26, 2019, Ms. called in to speak with a supervisor to be reconsidered for a refund. She wanted to go over what happened on the reservation and wanted to have the issue reinvestigated. Ms. stated she received an email last night about her refund request, which was denied.
After further review on October 3, 2019, Expedia was able listen to the call recording from September 13, 2019 call ID. Ms. called in and the agent had her verify the account. Ms. advised her first flight was delayed but she booked another flight on *** flight *** arriving Salt Lake City September 14, 2019 at 10:17am. She wanted to change the time of the rental car pick up. Our representative called *** and advised the customers flight has been delayed and wants to know if the time could be change. *** agent advised they can hold reservation up to 24 hours, Expedia representative advised that Ms. would be arriving on *** flight *** arriving at 10:17 am on September 14, 2019 and that Ms. would be using a debit card. Expedia contacted *** and *** advised they would not be able to consider a refund since Ms. purchased alternate flights and did not speak with *** about the delay. *** suggested that Ms. write them at ***.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Ms. refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
`My son and I drove 6 hours to attend the UT v LSU football game. We had reservations for Saturday, September 7, 2019, Itinerary # ***, for my son and myself to spend the night after the football game. When we checked into our room, there were live ants crawling all over both beds. My son is allergic to ants and we have to carry an Epi-Pen with us. I have photographs on my cell phone for proof of the ants. I also have video on my phone to show they were live ants. We called down to the front desk and informed the receptionist. The receptionist tried to find another room but told us due to the UT v LSU game, they were all booked and did not have another room. The receptionist told us she informed the manager on duty and he was coming to look at the beds because he did not believe us. Then the receptionist called us back and said the manager decided not to come look at the beds. The receptionist was going to refund us for the room and gave me a receipt, but since we booked through Expedia, we were told we had to cancel through Expedia. My son and I left at 1:00am to drive home 6 hours back home because of this incident. My wife contacted Expedia through email regarding our refund. Expedia stated they contacted *** and *** refused to give us a refund therefore, Expedia refused to refund our money. We were charged a full nights stay for a hotel that was unfit to sleep in. We checked into the hotel with all intentions of fulfilling our obligation to sleep in the hotel. The hotel was unfit to sleep in. Therefore, we should be refunded our money
Expedia.com Response
• Oct 01, 2019
October 1, 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 2, 2019, ***-***, or a person authorized for the Expedia account, self-booked one night with the ***, for check in on September 7, 2019.
The rate and reservation booked was a Pay Later reservation, which had a billing arrangement where the hotel would bill any charges directly to the customer, not Expedia. As Expedia has not charged anything to the customer we are unable to provide a refund. The customer may contact the hotel directly via the phone number that was provided on their email purchase confirmation and online itinerary.
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 02, 2019
October 2, 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 ***).
The *** charged the customer’s credit card for the stay. Any refund they provide would go to the customer’s credit card, not to Expedia. The hotel does not need Expedia’s permission to process a refund of their own reservation and is not required to update Expedia regarding billing that is between them and the customer.
The customer contacted Expedia post stay stating they would like a refund from the hotel. We contacted the hotel and passed the customers complaint and refund request to them. Any refund provided by the hotel will be communicated by them directly to the customer.
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 03, 2019
Complaint: ***
I am rejecting this response because:
This is not what the Customer Service representative told me from Expedia. They told me because we booked through Expedia, *** would be required to reimburse Expedia, who in turn would process the refund. When I talk to ***, they tell me the same thing. *** cannot issue a refund because we booked through Expedia and we have to request our refund through Expedia. Someone is lying and is not wanting to give us our money back for a room we did not stay in. Not because we did not fulfill our obligation and did not arrive at the hotel to stay in our room. But because the hotel room was unfit to stay in because it had live ants crawling around in the bed.
I made a reservation for hotel and paid a higher price so that my reservation was cancellable AND changeable. When I contacted Expedia to make an adjustment to my reservation, they told me I could not make a change because they didn't have any rooms available. I was reducing my stay by one day, so my room was in fact available. After over an hour on the phone, they told me they could not shorten my stay with that hotel and that the only option I had was to pay for the day I wasn't going to be there or change hotels altogether. They said they could only cancel and rebook my reservation (if my room was still available after it was cancelled). They did not compensate me for either my lost day, nor the additional fees that paid so that I could change my reservation.
Expedia.com Response
• Oct 03, 2019
October 3, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $182.50.
Our September 5, 2019, Ms. or an authorized user of the Expedia account booked a four-night hotel stay at the *** via itinerary ***. A confirmation email was emailed on September 5, 2019, it was first opened on September 30, 2019 and reviewed once.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 30, 2019, Ms. called in to change the dates of the reservation from October 10-14, 2019 to October 11-14, 2019. Our representative checked availability and there were no rooms available for the selected dates. Our representative called the hotel and they advised they cannot make the changes; advised the customer would have to have a late check in after or later than midnight.
After further review on October 3, 2019, Expedia was able to verify the creation of the reservation in our back-office system and the cancellation policy appeared as follows: “Cancellations or changes made after 11:59 PM local hotel time, Tuesday, October 8, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees”. Expedia reviewed the availability of the hotel and there is no availability for October 11-14, 2019. Ms. can cancel her reservation prior to the penalty date and time and receive a full refund but she cannot change the reservation since there is no availability for the new dates she would like to change to.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above Expedia is not able to honor Ms. refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I will never use Expedia again for any flights, hotels, etc and would encourage others no to either. Expedia had a "Deal" for the *** which I ended up booking. Received confirmation of the trip. Got to Cancun with my girlfriend, checked in, and inquired about the details of the food and beverage included. Suffice to say I was shocked when I was told the hotel in not All Inclusive. I argued with the manger, who let it slip that he'd had similar complaints from other guests who had booked their trip on Expedia, to no avail. I had to pay for everything during our stay, which was quite expensive. Returned to the states and called Expedia. Emailed them a screenshot of the "All Inclusive Details" at the resort and was told by a supervisor that they would look into the matter and determine what they could do. I didn't hear back from them, so I called back after 4 days only to be told that there's nothing they can do. Corporate had the nerve to tell me that I should have confirmed the details even though my itinerary clearly showed All Inclusive. Best way to get back at these liars who engage in deceptive business practice is to not give them any business.
Called Expedia to book a round trip non-stop, direct flight for a sight impaired and wheelchair bound passenger. Was told which flights were non-stop direct flights. Booked the tickets on the call with Expedia and was told we would receive the itinerary via email. Two hours later the flight itinerary showed up with a stop and plane change on both the outbound flights and return flights. Called Expedia immediately and was advised the tickets were non refundable and could not be changed. The only thing they said we could do was to cancel the reservations and we would not get a refund. After escalating the request to upper management at Expedia the answer has been the same. Cancel with no refund. We were also told they would resell the cancelled seating so they will get twice the money for the same seats on the flights. DO NOT TRUST OR USE EXPEDIA.COM. They RIP people off and lie to do it. I spent hours and hours on the phone with them trying to either get the money back so we could book on another flight or to have them rebook on a different non-stop direct flight. They refused to help or do anything about it when the fault was with their agent who gave the wrong information and booked flights that we could not use.
I purchased a package of hotel, flight, and protection plan for my trip to Canada. I was delayed by the customs and missed my return flight. I was told by the customer service that the protection plan doesn't work once I started the trip. What does it cover then?
I was given a credit after canceling a flight in early August. When I tried to make a new reservation using that credit I was handed off to 3 different customer service reps, who all took over 30 minutes each just to confirm my new flight, charge me an extra 240 dollars, then told me it was sent to my email, which I confirmed with each of them, but never received an updated itinerary at that email. I want my extra 240 back and to be able to use that credit another time. This flight was to go to my father’s funeral and I’ve never been on hold for so long to confirm a reservation that they didn’t even send to the right email. Needless to say, I will never use Expedia ever again and just want my money refunded. No one ever apologized for their many errors.
October 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on July 13, 2019, ***-***, or a person authorized for the Expedia account, booked a roundtrip flight for one passenger, with ***, traveling from Los Angeles, CA to Houston, TX, departing on August 2, 2019, returning on August 5, 2019 and flight cancellation coverage with Travel Guard.
The terms and conditions for the items were provided and accepted at the time of booking. The terms and conditions for the flights stated that they were nonrefundable, but changes could be made with payment of a change fee and any fare difference.
On July 31, 2019 the customer canceled the flight. The flight value of $428.60 was available for use by the same passenger, with name changes not allowed, to rebook on ***, for flights departing within the United States, by one year of the original date of issue. Other restrictions apply. The airlines change fee of $200.00 plus any difference in air fare will be due at the time of exchange.
On October 3, 2019 the customer inquired on making an exchange. The terms and conditions were reiterated. The call disconnected before the exchange was completed and the exchange did not take place. The customer called back that night. The notes reflect that the customer verified that the credit was still available for use.
We regret to hear of any inconvenience experienced. The credit is still available for use to rebook within one year of the original issue date as advised. The $244.00 that was due for the exchange was not collected. If the customer provided a credit card that was authorized for the $244.00 the authorization will fall off within a time frame designated by the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I booked a cruise in february on a *** cruise. on their site it stated I could upgrade to the fantastica experience which included 12 drink vouchers per person which was 60 dollars per person more. when I got on board they told me that program had been discontinued a year prior.*** told me I would have to take up this issue with expedia. when I called expedia a woman named *** told me that this had happened before. after three hours on the phone I was told corporate would get back to me. their decision was that I could not prove that was on their site in february. so how did I know about a program that was discontinued?
October 8, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding being refunded for $300.00.
Our records February 10, 2019, Ms. *. *** or an authorized user of the Expedia account purchased three 7-night Mediterranean Cruise from Venice (Roundtrip), embarkation on September 15, 2019 and disembarkation on September 22, 2019; along with Cruise travel protection via itinerary ***. A confirmation itinerary was emailed to the email address on file on February 10, 2019, it was first opened on February 11, 2019 and reviewed 4 times. In addition on February 10, 2019, Ms. or an authorized user of the Expedia account purchased two 7-night Mediterranean Cruise from Venice (Roundtrip), embarkation on September 15, 2019 and disembarkation on September 22, 2019; along with Cruise travel protection via itinerary ***. A confirmation itinerary was emailed to the email address on file on February 10, 2019, it was first opened on February 12, 2019 and reviewed twice. On February 10, 2019, Ms. J. *** or an authorized user of the Expedia account also purchased one 7-night Mediterranean Cruise from Venice (Roundtrip), embarkation on September 15, 2019 and disembarkation on September 22, 2019; along with Cruise travel protection via itinerary ***. A confirmation itinerary was emailed to the email address on file on February 10, 2019, it was first opened on February 10, 2019 and reviewed 13 times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 27, 2019, an Expedia Cruise Representative called for Mr. *** and left a voicemail advising the promotion will be researched and that a follow up call would be done. On October 1, 2019, the Expedia Cruise Representative called Mr. back and advised that the 12 drink voucher program ended in 2018 and advised that the promotional terms on the website advised the promotion does not qualify for sailings after March 2019, therefore Expedia cannot compensate.
After further review on October 8, 2019, Expedia was able to review the reservations that were booked on Expedia.com and Mr. advised that ***’s website advised he could upgrade to the Fantastica Experience which included the 12 drink vouchers per person. The promotional offer was not advertise on the Expedia.com website and was not applicable to the cruise that Mr. booked on Expedia.com.
In addition, at the time of completing her 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 travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Mr. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: expedia claims that this promotion was not listed on their website when in fact it was. I was even told by their cruise representative *** that this had occured before.Furthermore they advised that they are not liable for errors of their suppliers. Yet *** says it's not their responsibility and that expedia is responsible.where is the accountability of misrepresentation of their website? consumers should be compensated for bait and switch tactics. expedia needs to review the 3 hour call I made to *** where she states that this has happened before.
Sincerely
I purchased insurance on a flight through Expedia and paid Expedia. They have warranted the tickets on prior trips, but now they take the money and pay an insurance company. I spent 45 minutes on the phone and now have to provide written information. The whole process is a scam and should be investigate. I now have to wait 15-30 business days for a response.
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 nonrefundable flight reservation. We understand that the customer is seeking a refund of $461.03, which excludes the flight insurance plan.
On August 2, 2019, Mr. or an authorized user to the account self-booked on Expedia’s website, under itinerary ***. The tickets were issued by ***, traveling from Miami, FL, USA to Cali, Colombia departing on October 30, 2019 and returning November 4, 2019. The flight reservation includes a Travel Protection Plan, administered by Travel guard.
On October 4, 2019, Mr. contacted Expedia for cancellation assistance utilizing his insurance plan. Regrettably, Expedia cannot submit a claim on a customer’s behalf. Therefore, we provided Mr. with Travel Guard’s contact details listed (below) as part of the (disclosed) terms and conditions.
See the following hyperlink and contact details for the Travel Protection Plan:
https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=US&StateCode=NW&ProductCode=009167&PlanCode=P1&FileType=PROD_PLAN_GM
USA 1.855.266.4974
International: 1.516.342.4503
Email Address [email protected]
Additionally, Travel Guard’s hyperlink is located within the customer’s booking path available for a pre-purchase elevation. 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.
Furthermore, by selecting to complete this booking you acknowledge that you’ve read and accepted the below Rules & Restrictions and Expedia’s Terms of Use.
Review and book your trip (See) Airline rules + restrictions:
Tickets are nonrefundable and nontransferable
A fee of $300 per ticket is charged for itinerary changes. Name changes are not allowed
Please read the complete penalty rules for changes and cancellations or charter contract (Opens in a new window.)
Please read important information regarding airline liability limitations (Opens in a new window.)
*View insurance details and disclosures (Opens in a new window.)
*https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=US&StateCode=NW&ProductCode=009167&PlanCode=P1&FileType=PROD_PLAN_GM
*** change and cancellation policy:
Tickets are non-refundable 24 hours after booking and non-transferable.
A fee of $300.00 per ticket is charged for itinerary changes.
Name changes are not allowed.
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. experience was not as we would have hoped due to the information provided above Expedia is not able to honor his refund request.
We thank you for allowing us the opportunity to address the 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 have received at least 50 phone calls from a company that identifies as *** which must be connected to Expedia when I typed in *** in this site.
I continually get phone calls asking for an old friend I explain that I haven't spoken to that person in over 10 years and to please remove my number from their computer system and stop calling me.
Every callers tells me they will make sure to completely remove me but that seems to create MORE phone calls to both my cell phone and office phone (he must have used me as a reference somewhere in life).
I don't know how to make these harassing phone calls stop.
I have submitted a negative review after going to a hotel in Japan (***). It has 4 star review on Expedia, I have a very negative experience, and Expedia has not released the review after 30 days despite multiple followup. I suspect that Expedia is censoring reviews in order to boost online review scores for their featured properties. When I look through past reviews of ***, there are no 1 or 2 stars.
October 4, 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 review. We understand Mr. is concerned with publishing his review surrounding his hotel experience and he is requesting its release.
Our records show on June 6, 2019, Mr. *** or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was with ***, *** for a check in on August 20, 2019 and a check out on August 22, 2019.
We value our customers’ opinions and so do other travelers. We invite customers to share their subjective opinions regarding their travel experience and also offer hotel managers the opportunity to respond with their own subjective opinions. This forum gives both our customers and our hotel partners a place to express their views. Expedia, Inc. does not intervene in this forum and has a limited review dispute policy.
However, Mr. agreed to Expedia’s Terms of Use, which expressly states:
We take no responsibility and assume no liability for any Submissions posted or submitted by you. We have no obligation to post your comments; we reserve the right in our absolute discretion to determine which comments are published on the Website. If you do not agree to these Terms of Use, please do not provide us with any Submissions.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because this is unreasonable censorship. I understand why this is needed to avoid ranting by random customers, but against a long-time customer. There is not much I can do, but this seriously impacts my confidence in Expedia service. I will share on social media about this policy.
Sincerely
My wife and I looked online to book a room through Expedia because they gave us a great deal on a hotel room for a week in December in Orlando. So we booked the room at the time because we had the money. Then my Dad and Mom wanted to come with us and they wanted to get a bigger room so that we could all stay at the same place. So again we booked through Expedia for their room but their room was a pay at the hotel room so they did not get charged that day. So I called Expedia and politely asked if they wouldn't mind refunding the first room since we were booking a bigger room with them. They told me one moment as they called the hotel to see if they would refund the money. They came back on the line after 3 minutes of "being on the phone" with the hotel and told me that no the hotel would not refund my money. So then I called the hotel myself and explained that I am in the national guard and that we requested a bigger room so that my family could come. The Hotel was happy to issue a refund but only once we got there and we did not check into the room. So now we feel as if we are getting screwed out of $444.39 because Expedia doesn't want to release those funds back to us even though the hotel told us they would.
October 4, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to a consumer complaint from Mr. *** (Revdex.com case number ***) regarding hotel reservations. We understand Mr. is requesting a refund, under itinerary ***, for a total of $444.39, excluding the Protection Plan.
Our records show on July 26, 2019, Mr. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was with ***, Orlando, Florida for a check in on December 16, 2019 and a check out on December 20, 2019 for a total of $463.39. The hotel reservation includes a Protection Plan, administered by Travel guard.
On July 26, 2019, Mr. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was with ***, Orlando, Florida for a check in on December 16, 2019 and a check out on December 20, 2019 for a total of $1044.88.
On July 26, 2019, Mr. contacted Expedia for cancellation/refund assistance with itinerary *** we advocated on his behalf by contacting the hotel for authorization. Regrettably, the property manager denied our refund request regardless of the booking being cancelled.
See the following *** 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).
Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Furthermore, On October 4, 2019, we reached back out to the hotel for (refund) reconsideration. The hotel manager approved our second request. Therefore, on October 4, 2019, Expedia processed a refund of $444.39, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly his bank processes refunds generally within three to seven days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
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 purchased a flight package with hotel in May of 2019. There were two flight changes. The first which I was aware of and adjusted in my personal calendar. However, a second change was made which I was not aware of in July. On Sept 27th, 2019 I was making my way to the airport when I checked my email to look for the gate number and realized my flight was changed from 8:00pm to 4pm. So, when my partner and I had arrived to airport we had already missed our flight.
We contacted *** (the ariline) and they blamed expeidia and expedia blamed them. There were no flights available for that day. I purchased the next flight which was at 10:30 that night via a different airline for an additional $900+
I contacted expedia after our trip and they informed me that they could not refund me money because we missed our flight and we were no shows. They said they communicated the change via email.
I requested a refund but they stated I would not get one and essentially blamed me for them not being able to reach me.
I am outraged and would like my money back.
These companies have tons of money and we lose our money cause of their crap policies.
October 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on February 2, 2019, *** Pichardo, or a person authorized for the Expedia account, self-booked a package for two passengers, including combined one way flights traveling from New York, NY to Las Vegas, NV, departing with *** on September 27, 2019, returning with Delta Airlines on October 2, 2019, and four nights with the ***.
The terms and conditions for the flights selected were provided and accepted at the time of booking. They advised that the flights were nonrefundable with no changes allowed.
When booking the customer is required to provide a phone number and email address where they may be reached if contact is needed.
On July 14, 2019 the outbound flight with *** were affected by an airline initiated schedule change of five hours. The airline changed the schedule from flight *** departing at 8:59 PM, to flight *** departing at 3:59 PM. The tickets were updated by the airline reflecting the new flights. The customers itinerary in their Expedia account was updated automatically showing the new flight.
We reviewed for other options and found that *** had no other flight options available. We contacted the customer and left a voicemail on July 17, 2019. We sent the customer an email advising that a major change was made to their flights, that we were unable to reach them and needed them to contact us. On July 19, 2019 we followed up and left another voicemail. Another email was sent out as well.
On October 3, 2019 the customer contacted Expedia advising that they missed their flight on September 27, 2019. We reviewed the records and found that the original flight was marked as no show by ***, the tickets were updated to no value and another flight was provided for travel on September 28, 2019. We contacted the airline to advocate on behalf of our customer. The airline was able to advise per their notes that the original flights had been missed and there was no value available to refund.
While we understand our customer is requesting a refund, the tickets are nonrefundable. Compensation is not available as we updated the customers itinerary for their review and contacted them multiple times at the phone number and email address they provided for contact.
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 booked an all inclusive in Dominican Republic One day before stay, I accidentally summitted for one person and immediately call Expedia to cancel reservation. I was told since it’s less than 24 hours they have to wait for the hotel to approve the cancellation in order to wave the fee for the first night charge. After several calls I was told the reservation department left for the day go ahead and make another reservation while Expedia email the hotel and I should hear from them with 24-48 hours. I have been calling/emailing since 9/19 I’ve been told that they are unable to reach the hotel still no refund for any nights.
October 4, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $249.00.
Our records indicate on September 19, 2019, Ms. or an authorized user of the Expedia account booked a four-night hotel stay at the *** via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 19, 2019, Ms. called in advising she will be arriving at the hotel around 8:00pm. Our representative place a note on the reservation advising the hotel of the late arrival and that a second guest names *** would be accompanying Ms.. Ms. called back advising she booked for one person and the reservation needs to be for two people. Our representative advised Ms. that she can pay at the counter for second person or cancel and rebook. Our representative submitted a refund request to the hotel via email. From September 19, 2019 through October 3, 2019, there were numerous emails between Ms. and Expedia, Expedia and the hotel inquiring on a possible refund for the reservation that was created for one person. The hotel never responded to the emails Expedia sent. On September 20, 2019, Ms. called in stating she wants to cancel the reservation and that she will book a new reservation with two adults. Our representative called the hotel and there was no answer. Ms. called in advising she will be checking in late. Our representative called the hotel and was advised they allowed late check in as they have 24-hour service. Our representative advised Ms. that updates will be sent to her via email. On September 24, 2019, Ms. called in regarding with the reservation. She advised she has two reservation and she has been trying to get one of them cancelled and refunded. The call was disconnected and there were no other notes. On September 25, 2019, Ms. called in regarding with the reservation. She advised she has two reservations and she has been trying to get one of them cancelled and refunded. The call was disconnected and there were no other notes on the account.
After further review on October 3, 2019, Expedia was able to verify the creation of the reservation was within the penalty and the reservation was not refundable. Expedia has not had any response from the property regarding our refund request. Expedia issued a one-time courtesy refund for $249.38, we will not refund the Expedia Reward points, the refund will appear back on the card that was originally charged with three to seven business days. We have also emailed a refund receipt to the email address on file
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di 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
On September 30th 2019 I made a reservation through Expedia for *** using my *** card last for *** only to find out when I had arrived Expedia had canceled my reservation although due to no fault of my own my reservation was canceled I continue to explain to them the entire to 3 hour long conversation I have recorded) all the money I had now my money is in limbo for x amount of days until it reaches my bank account which means I'm stuck in this parking lot until they fix it I was on the phone with people for over 3 hours I waited since 1 p.m. it is now 7:24 p.m. in the parking lot with nowhere to go I spoke with the floor supervisor in Las Vegas corporate office by the name of Cameron and was told that there was nothing that they could do that I would just have to wait I emailed and I've emailed and I've emailed the department that they say they cannot contact via phone and I've yet to get a response the transaction processing department is said to be solely the only people that can handle the situation because my account was flagged on my reservation was flagged however I made the reservation the money was taken from my account I should have at the hotel
Product_Or_Service: Hotel
Order_Number:
October 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is 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 reservation.
Our records indicate that on September 30, 2019, the customer or an authorized user of the account, self-booked a same-day hotel reservation at *** - ***m, Irvine, CA, for September 30-October 1, 2019, under itinerary ***. The total cost of the booking was $ 113.99. On the same day, Ms.’ account was flagged by an internal Expedia team, subsequently, the hotel reservation was cancelled and the customer was refunded in full.
The customer's account was reviewed by our internal team and details were communicated to the customer directly by them. We regret Ms.’ experience was not as we would have hoped, If the customer desires compensation or requires more information about the incident, we recommend they reach back out to the specialized department at *** as we don’t have access to the details of the investigation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Gayana WCorporate Correspondence Team
Complaint: ***
I am rejecting this response becaus: I have had several conversations and every one has been recorded for proof Upton request if necessary. Anyhow I was contacted the following morning 5 am by someone at the processing department who told me he had fixed my account and it was available to use at that time and he would contact me with any updates left no contact information called from a private phone number I proceeded to make a reservation with the 100$ credit I was issued at which time I had to explain my situation to 4 people as they all attempted to make the reservation 2 and half plus hrs later I was then told they dont know what is going on that no they could n would not send the credit to my other email despite knowing I was again sitting at the property I was supposed to be checking in . I was told I'd be issued a second credit for 100$ for my troubles and informed I would be contacted soon that the issue was again being escalated. That was on 10/3/2019 it is now 10/05/2019 and I have in no way been contacted and I attempted to make another reservation at which time I was told the second credit that I was told would be issued was not on fact there I do have the conversation with the SUPERVISOR I spoke with who promised the 100$ credit fully recorded to prove it. Btw. I am disgusted the lack of professionalism and lack of customer care Expedia and the code of ethics per *** whom I have also contacted and I wpnt stop there expidia has an extensive history come to find out of very poor and in mine and many other people flat out criminal conduct and needs to be held accountable. I have missed work lost money and almost lost my job for being able to fulfill my obligations at work due to these issues and all I'm being told is sorry about the trouble were escalating the issue and I will be called back yet never contacted thsy are obviously hoping I will give up which I wi not until this has been properly addressed and Expedia has taken responsibility for their mistake as well as their disgustingly horrible horrid customer servos and lack of resolutions
Sincerely
On September 13, 2019, my guest and I checked into ***. The owner/manager was rude and the room was less than acceptable related to cleanliness. Pillows were shifted on the bed, there were bugs and hair was all over the comforter. We could NOT stay at this resort.
Within 30 minutes, we checked out and booked another hotel. Upon checking out, the rude staff member stated he would not give us any information stating we were leaving. I immediately contacted Expedia since the hotel was booked through their website. Expedia stated they could not provide a refund because there is a no refund policy.
My issue is that this is a sanitary issue, not a personal issue. Had the resort been acceptable, we would've stayed. Expedia reached out to the company and they refused to offer a refund (even though we did not stay there an hour). In turn, Expedia has stopped responding to me regarding the matter, which is unprofessional. I feel as though this should be an exception outside of policy because it is based on cleanliness.
October 4, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Expedia is responding to a consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records show on August 14, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel stay was with Hotel ***, Mykonos, Greece for a check in on September 13, 2019 and a check out on September 16, 2019 for a total of $432.48. We understand Mrs. was not satisfied with the quality in her room and is seeking a full refund.
On September 13, 2019, Mrs. contacted Expedia for refund assistance we advocated on her behalf by contacting the hotel for authorization. Regrettably, the property manager denied our request citing there,” Non-refundable”, cancellation policy and a declined attempt to accommodate Mrs. into a different room. Furthermore, Expedia has a relocations department designed to assist customers in relocating to alternative properties which was offered to Mrs. but she preferred a refund.
See the following Hotel *** 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.
Additionally, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
Expedia’s Terms of Use, which were agreed to by Mrs. 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.
As a courtesy, on October 4, 2019, Expedia processed a refund of $432.48, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly her bank processes refunds generally within three to seven days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I am a Gold Status Expedia member and had booked a reservation at ***, I found a VIP Access Property, ***s, that was advertised as my " points were worth double and I get free WiFi at this VIP Access property because you have Gold status. Plus, enjoy preferential room upgrades and early check-in when available." It also advertised the Premium room including a "Special Deal" which was "*** Benefits
A *** Level room and receive access to the concierge lounge, with offering full breakfast, snacks throughout the day, nightly cocktails with hors d'oeuvres, and computer and printer access.".
I cancelled my ***k reservation and booked the VIP Access Property, *** due to the perks included. The hotel did not have any perks listed with my reservation and I called Expedia and was on the phone for over TWO AND A HALF HOURS with 4 different people. Finally ended up with Dustin from the corporate office on the phone who stated I could pay the additional $320 for the perks and Expedia would refund me. I asked them to change my room the the Signature room which was also advertised on Expedia's website and the hotel confirmed was a concierge level room and cost $320 more that the room I was booked in. Dustin stated that Expedia did not want to pay out of pocket for the *** room, that they want ME to pay it and then Expedia would refund me. Absolutely the worst customer service. When I asked Dustin to at least acknowledge the poor customer service, he refused to and insinuated the information I gave him was not accurate. I have screenshots of everything that was advertised on Expedia's website and it was in fact FALSE advertising.
I purchased a flight from Expedia, Reno, NV - Palm Springs, CA - Reno, NV (for Sep 12, returning Sep 18). On July 22 Expedia notified me that the Palm Springs - Reno flight needs to be changed from *** to *** ($202). Two days before my trip, on Sep 10, Expedia sent me a reminder e-mail. I had been on 14 flights since May 2019, and did not remember if *** was changed to Delta, or the other way around (it did not matter to me). So, I trusted the reminder e-mail, which was the only e-mail I got from Expedia since July. However, this Sep 10 e-mail mistakenly sent me to a non-existent Palm Springs - Reno *** flight on Sep 18, while the *** flight, for which I never got a reminder, had already left. I called Expedia from the Palm Springs airport and begged them to put me on another flight, explaining how I was misled. They did not own to sending a wrong e-mail and did nothing. To avoid being stranded, I bought an *** ticket, one hour before departure. That ticket cost $339. So, due to Expedia's mistake, the return to Reno wound up costing me $541 = $202 (paid to Expedia) + $339 (paid to ). This was 2.5-3.5 times more than the cost of a regular ticket. Upon returning, I filed a request with Expedia for a refund of the *** ticket ($339). They continued not owning to their mistake and did not refund even the *** flight ($202) which I missed due to their e-mail. I sent a letter with a detailed explanation of the situation, and three other supporting documents: the misleading Sep 10 e-mail; the *** boarding passes and proof of the $339 payment; and a list of 59! reminder e-mails about the *** flight sent 1.5 hour after that flight had taken off. Expedia still did not agree to refund me. They did say, however, that they would make sure to avoid such mistakes in the future (obviously with others). So, I wound up "helping" them to correct how they run their business, but was not compensated in any way for the problem they caused me.
October 3, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $541.00.
Our records indicate on June 23, 2019, Ms. or an authorized user of the Expedia account purchased one combined one-way flight on *** Airlines departing on September 12, 2019 from Reno, NV to Palm Springs, CA and returning September 18, 2019 from Palm Springs, CA to Reno, NV via itinerary ***. A confirmation email was emailed on June 23, 2019, it was opened on June 23, 2019 and reviewed five times.Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm On July 22, 2019 – Expedia Schedule Change Department emailed Ms. advising there has been a schedule change to her flight. She was given two flight options or a refund option and asked to email us back and advise her choice or to call Expedia and discuss. Ms. contacted Expedia and advised that she did not agree with the schedule change options. Our representative offered the day before and the day after and a different airport but Ms. wants to a free car reservation and decided to cancel. Our representative cancelled the reservation. Our representative cancelled the flight and submitted for a $142.00 refund due to the schedule change. Our representative booked Ms. a one way flight on *** Airlines departing on September 18, 2019 from to Palm Springs, CA to Reno, NV via itinerary ***. Confirmation email was emailed on July 22, 2019, it was opened on July 22, 2019 and reviewed six times. On September 18, 2019, Ms. called in to get a new flight since her flight with *** has been cancelled and refunded. Ms. was transferred to our Customer Care Department. Ms. called in asking why her reservation was cancelled. Our representative checked the previous documentation and Ms. had requested to cancel due to the airline schedule change. The ticket was refunded and our agent assisted Ms. with booking a new *** flight. Ms. insist that her original flight is with *** and the rebooked flight was with United. Our representative advised the original flight was with *** and the new return flight was with Delta. Ms. is not okay with the flights, our representative advised Expedia cannot refund the flight as it is non-refundable. Ms. disconnected the call, she stated she needed to go. On September 26, 2019, Ms. sent in an email with four attachments. The first was a partial list of the 50 emails that she received for itinerary ***; the second attachment was dated September 10, 2019 for itinerary ***; the third was her letter of explanation and the fourth attachment was the boarding passes from the flight she purchased directly for departure on September 18, 2019 from Palms Springs, CA to Reno, NV on ***. On September 29, 2019, Expedia emailed Ms. and ask that she call in us. After further review on October 3, 2019, Expedia was able to verify that there was an airline schedule change on July 22, 2019 to the return flight for September 18, 2019, from Palms Springs, CA to Reno, on the original itinerary ***. Ms. did not agree with the flights that were offered for the schedule change and elected to cancel the return flight. Our representative cancelled the return flight, submitted for a refund and booked a new return flight under itinerary ***. As a one-time courtesy Expedia has issued a refund for $339.00 and emailed a refund receipt to the email address on file. The refund will be received within three to seven business days. Ms.’s original flight was refunded for $142.00, the new return flight that was booked on July 22, 2019, cost $202.00 and could not be refunded.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by Expedia Inc. in reference to complaint ID, and find that this resolution is satisfactory to me. They have notified me that they have issued a refund of $339, as I initially requested. The refund has not appeared yet on my credit card, but I know this takes time and I will wait for it. In addition, Expedia needs to fix its automatic e-mail system, because in my experience, it acts in a misleading and erratic way.
Sincerely
I paid expedia for transportation via their sub-contractor from heathrow airport to my hotel. My flight was delayed and my arrival was delayed 7 hours. I called the sub=contractor to announce I'd finally arrived and they told me they expected me earlier that day and they wouldn't come back. They advised me to call a taxi. I did and the taxi cost me 106.00 USD. It was not my fault the flight was delayed.
October 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case ***) regarding a package reservation.
Our records show that on June 29, 2019, Mr. or an authorized Expedia account user self-booked a package on Expedia’s website under itinerary ***. Travel was with ***, traveling from Houston, TX, to Kef London, England UK departing on August 28, 2019 and returning on September 2, 2019. The package includes a hotel, and shuttle activity with a stay at ***, London England for a check in on August 29, 2019 and a check out on September 2, 2019. We understand that Mr. is requesting a partial refund for (shuttle) service and compensation for added expenses.
Our records show that on September 4, 2019, Mr. contacted Expedia due to a delayed flight causing him to miss the shuttle service. Therefore, we advocated on his behalf by reaching out to, “City Transfers ***”, to request a refund. The shuttle provider denied our request stating that Mr.’s flight arrived at (10:54AM) rather than (11:10AM) as they were awaiting his arrival. Furthermore, the shuttle provider made one unsuccessful attempt to reach Mr., which resulted in a cancellation.
From time to time and for variety of reasons, airlines delay their prescheduled flights. We understand that these delays can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated delay occurs. We cannot provide compensation unless approved by a travel provider and must adhere to their policies.
Additionally, Expedia’s Terms of Use, “City Transfers ***”, which was agreed to by you 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 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.
City Transfers ***:
You can cancel free of charge until 49 hours before your reservation starts
After that time, no cancellations, changes or refunds will be made
Vouchers are non-transferable
Rate is per person and is valid for shared transfers between London
Heathrow Airport (LHR) and your hotel only
*Partial cancellation is not available for roundtrip transfers
Nonetheless, On October 3, 2019, Expedia processed a refund of $44.00, Mr. for the inconvenience of the experience. The refund will go back to the original form of payment. The time it takes to post the refund to the customer’s account depends on how quickly his credit card company processes refunds, generally within three to five days.
While we regret Mr.’s experience was not as we would have hoped due to the information provided above Expedia is unable to fully honor his 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 Ad***
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a room through Expedia and when I received the confirmation, I noticed it was set for the wrong day of the week, the wrong month, and the wrong date. I contacted Expedia in less than 24 hours and explained what had happened. The customer service rep immediately began to make false claims about how it was my fault and that they would not change the date nor reimburse me. Imagine if I had booked a $10,000 trip and their system messed up the date? At least I was only robbed of $150. My advice is to book directly with hotels. Expedia only cares about the money, regardless of the bugs in their web application that can book the wrong date. As soon as you hit send...you are on the hook!
I purchased round trip tickets and a rental car from Expedia. On September 13, 2019 our first flight was delayed causing us to miss our next flight. We needed to be in SLC early the next day.The airlines only had a flight that would get us there later the next day with a 30 minute layover which would probably put us in the same situation again. I contacted Expedia and explained the situation and was told she had 2 flights leaving at 6:00 am the next morning. I purchased those tickets and asked if I should contact the rental car kiosk and let them know we still needed the car but would be coming in later than scheduled to pick it up. When we went to the airport 9 days later for our return flight we were not in the system. I was told we were considered a no show since we bought more tickets and our return tickets were canceled. I had to purchase yet 2 more tickets to get home. I contacted Expedia and asked how they could cancel something I didn’t request to be canceled since I explained to the Expedia agent that night what was going on . She never told me they would be canceled just offered to find me a hotel for the night. I spoke to a supervisor who told me I asked about the rental car but not my return flights . It was not their agents responsibility to tell me that.I never thought tickets I had already paid for a couple of months in advance and wouldn’t need for 9 days would be an issue.Any help you can give me with this issue would be greatly appreciated.
October 3, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $856.00.
Our records indicate July 25, 2019, Ms. or an authorized user of the Expedia account purchased two round trip flight on *** departing on September 13, 2019 from Greenville, SC to Salt Lake City, UT and returning September 22, 2019 from Salt Lake City, UT to Greenville, SC along with a nine-day *** rental car via itinerary ***. A confirmation email was emailed on July 25, 2019, it was opened on July 25, 2019 and reviewed twice.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 13, 2019, Ms. called in to change the pick-up time and date to September 14, 2019 at 10am. She advised their flight had been delayed but she booked a new flight. Our representative contacted *** and they advised that they could not change the reservation but they could keep the reservation for 24 hours after the original pick up time. Ms. was okay with our representative’s response and the call ended. On September 24, 2019, Ms. called in asking for a refund. Ms. advised that she called Expedia on September 13, 2019 and spoke with someone from Expedia. Ms. was not able to take outbound flight, she stated that they were informed to book a new outbound flight which they did, but Expedia never told her that her no showed flight would be cancelled. On September 25, 2019, Ms. wrote an email advising that someone told her if an agent did not tell her the returning flight would be cancelled that she should get a refund. Expedia ask that she call into our Customer Service Department for assistance. On September 26, 2019, Ms. called in to speak with a supervisor to be reconsidered for a refund. She wanted to go over what happened on the reservation and wanted to have the issue reinvestigated. Ms. stated she received an email last night about her refund request, which was denied.
After further review on October 3, 2019, Expedia was able listen to the call recording from September 13, 2019 call ID. Ms. called in and the agent had her verify the account. Ms. advised her first flight was delayed but she booked another flight on *** flight *** arriving Salt Lake City September 14, 2019 at 10:17am. She wanted to change the time of the rental car pick up. Our representative called *** and advised the customers flight has been delayed and wants to know if the time could be change. *** agent advised they can hold reservation up to 24 hours, Expedia representative advised that Ms. would be arriving on *** flight *** arriving at 10:17 am on September 14, 2019 and that Ms. would be using a debit card. Expedia contacted *** and *** advised they would not be able to consider a refund since Ms. purchased alternate flights and did not speak with *** about the delay. *** suggested that Ms. write them at ***.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Ms. refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
`My son and I drove 6 hours to attend the UT v LSU football game. We had reservations for Saturday, September 7, 2019, Itinerary # ***, for my son and myself to spend the night after the football game. When we checked into our room, there were live ants crawling all over both beds. My son is allergic to ants and we have to carry an Epi-Pen with us. I have photographs on my cell phone for proof of the ants. I also have video on my phone to show they were live ants. We called down to the front desk and informed the receptionist. The receptionist tried to find another room but told us due to the UT v LSU game, they were all booked and did not have another room. The receptionist told us she informed the manager on duty and he was coming to look at the beds because he did not believe us. Then the receptionist called us back and said the manager decided not to come look at the beds. The receptionist was going to refund us for the room and gave me a receipt, but since we booked through Expedia, we were told we had to cancel through Expedia. My son and I left at 1:00am to drive home 6 hours back home because of this incident. My wife contacted Expedia through email regarding our refund. Expedia stated they contacted *** and *** refused to give us a refund therefore, Expedia refused to refund our money. We were charged a full nights stay for a hotel that was unfit to sleep in. We checked into the hotel with all intentions of fulfilling our obligation to sleep in the hotel. The hotel was unfit to sleep in. Therefore, we should be refunded our money
October 1, 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 2, 2019, ***-***, or a person authorized for the Expedia account, self-booked one night with the ***, for check in on September 7, 2019.
The rate and reservation booked was a Pay Later reservation, which had a billing arrangement where the hotel would bill any charges directly to the customer, not Expedia. As Expedia has not charged anything to the customer we are unable to provide a refund. The customer may contact the hotel directly via the phone number that was provided on their email purchase confirmation and online itinerary.
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 2, 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 ***).
The *** charged the customer’s credit card for the stay. Any refund they provide would go to the customer’s credit card, not to Expedia. The hotel does not need Expedia’s permission to process a refund of their own reservation and is not required to update Expedia regarding billing that is between them and the customer.
The customer contacted Expedia post stay stating they would like a refund from the hotel. We contacted the hotel and passed the customers complaint and refund request to them. Any refund provided by the hotel will be communicated by them directly to the customer.
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 is not what the Customer Service representative told me from Expedia. They told me because we booked through Expedia, *** would be required to reimburse Expedia, who in turn would process the refund. When I talk to ***, they tell me the same thing. *** cannot issue a refund because we booked through Expedia and we have to request our refund through Expedia. Someone is lying and is not wanting to give us our money back for a room we did not stay in. Not because we did not fulfill our obligation and did not arrive at the hotel to stay in our room. But because the hotel room was unfit to stay in because it had live ants crawling around in the bed.
Sincerely
I made a reservation for hotel and paid a higher price so that my reservation was cancellable AND changeable. When I contacted Expedia to make an adjustment to my reservation, they told me I could not make a change because they didn't have any rooms available. I was reducing my stay by one day, so my room was in fact available. After over an hour on the phone, they told me they could not shorten my stay with that hotel and that the only option I had was to pay for the day I wasn't going to be there or change hotels altogether. They said they could only cancel and rebook my reservation (if my room was still available after it was cancelled). They did not compensate me for either my lost day, nor the additional fees that paid so that I could change my reservation.
October 3, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $182.50.
Our September 5, 2019, Ms. or an authorized user of the Expedia account booked a four-night hotel stay at the *** via itinerary ***. A confirmation email was emailed on September 5, 2019, it was first opened on September 30, 2019 and reviewed once.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 30, 2019, Ms. called in to change the dates of the reservation from October 10-14, 2019 to October 11-14, 2019. Our representative checked availability and there were no rooms available for the selected dates. Our representative called the hotel and they advised they cannot make the changes; advised the customer would have to have a late check in after or later than midnight.
After further review on October 3, 2019, Expedia was able to verify the creation of the reservation in our back-office system and the cancellation policy appeared as follows: “Cancellations or changes made after 11:59 PM local hotel time, Tuesday, October 8, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees”. Expedia reviewed the availability of the hotel and there is no availability for October 11-14, 2019. Ms. can cancel her reservation prior to the penalty date and time and receive a full refund but she cannot change the reservation since there is no availability for the new dates she would like to change to.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above Expedia is not able to honor Ms. refund request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I will never use Expedia again for any flights, hotels, etc and would encourage others no to either. Expedia had a "Deal" for the *** which I ended up booking. Received confirmation of the trip. Got to Cancun with my girlfriend, checked in, and inquired about the details of the food and beverage included. Suffice to say I was shocked when I was told the hotel in not All Inclusive. I argued with the manger, who let it slip that he'd had similar complaints from other guests who had booked their trip on Expedia, to no avail. I had to pay for everything during our stay, which was quite expensive. Returned to the states and called Expedia. Emailed them a screenshot of the "All Inclusive Details" at the resort and was told by a supervisor that they would look into the matter and determine what they could do. I didn't hear back from them, so I called back after 4 days only to be told that there's nothing they can do. Corporate had the nerve to tell me that I should have confirmed the details even though my itinerary clearly showed All Inclusive. Best way to get back at these liars who engage in deceptive business practice is to not give them any business.
Called Expedia to book a round trip non-stop, direct flight for a sight impaired and wheelchair bound passenger. Was told which flights were non-stop direct flights. Booked the tickets on the call with Expedia and was told we would receive the itinerary via email. Two hours later the flight itinerary showed up with a stop and plane change on both the outbound flights and return flights. Called Expedia immediately and was advised the tickets were non refundable and could not be changed. The only thing they said we could do was to cancel the reservations and we would not get a refund. After escalating the request to upper management at Expedia the answer has been the same. Cancel with no refund. We were also told they would resell the cancelled seating so they will get twice the money for the same seats on the flights. DO NOT TRUST OR USE EXPEDIA.COM. They RIP people off and lie to do it. I spent hours and hours on the phone with them trying to either get the money back so we could book on another flight or to have them rebook on a different non-stop direct flight. They refused to help or do anything about it when the fault was with their agent who gave the wrong information and booked flights that we could not use.
I purchased a package of hotel, flight, and protection plan for my trip to Canada. I was delayed by the customs and missed my return flight. I was told by the customer service that the protection plan doesn't work once I started the trip. What does it cover then?