Horrible customer service. Had a mix up with the reservation at a Las Vegas Hotel and got charged for the first night but it was the wrong check in date, they would not fix the situation, or cover the dates we were supposed to stay at the hotel, we booked for 9-28 - 9-20 2019 and they booked the hotel for 9-27 - 9-29 2019 we checked in on the 28th, so now we are staying one night and getting charged for 2. It’s costing us $538 at ***. Expedia sent the confirmation to a wrong email address, they were saying it was are fault, at the end of the day we’re is the customer service and the dignity to help the one who is helping to pay your salary, in the end no one helped us in giving us any money back or covering the 2nd night, I will be filing a claim with my bank to recover my money, and will never again use Expedia again.
Dear Expedia Customer Service Supervisor/Retention:
I am writing to you advise you of a pending chargeback I am processing against a ticket you are attempting to charge me for fraudulently.
Itinerary # ***
This ticket was purchased on Thursday September 26 with a very clear 24 hour penalty free cancellation policy appearing twice before purchase and a red bold text after purchase starting that the cancellation free of charge was available until Friday, September 27th at 11:5pm PDT.
I contacted nonetheless Expedia and I advised you that I needed to change my return date. I was told that the best way to do this was to create a new ticket and cancel the old one since I was within the 24 hour free cancellation policy.
I followed this advice and created a new booking. When I went to cancel the original, I was taken to a page saying there was a glitch and to call in. Shortly after that time, I had to drive to the airport. I advised the staff at *** of the issue and they told me there would be no issue and they had noted the duplicate booking in their system.
I called Expedia and spoke with two representatives who had frankly very poor manners who told me that there was no way I would get a refund on the duplicate booking as I was calling to close to departure time. I advised them the clear text stated at time of purchase guaranteeing a refund and was told that ''regardless of anything wrote, we will not honor the 24 hour cancellation policy for you because it is to close to the flight departure.'' I was put on hold after insisting with them that a refund was due and told that *** had been contacted and denied the ''request.''
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 flights. We understand *** is requesting a refund.
Our records indicate on September 26, 2019, ***, or a person authorized for the Expedia account, booked a roundtrip flight with ***, traveling from Baltimore, MD, USA to Bucharest, Romania, departing on September 26, 2019 and returning on October 7, 2019.
Cancelation was available until the flight was checked in by the airline or up to 24 hours after booking, whichever was earliest. Once the flight was checked in by the airline and no showed, the flight reservation and ticket were used. Cancelation cannot be provided on an item that is used.
Our records show that we received a call to cancel the flights on September 27, 2019. At that time we advised our customer that the flight requested for cancelation had already departed. Compensation is not available for airline tickets that are purchased and used.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I was charged twice for a flight I booked through Expedia.
I was unaware of this until I checked my credit card statement a few weeks later, after I'd taken the flight. When I contacted Expedia to request a refund they informed me that because I had taken one connecting flight from each of the two itineraries, they were unable to refund me. Because I was unaware that I was double booked, I had no idea that I was using half of two separate tickets--it was the airline that booked me twice and then cancelled the first leg of one ticket and the second leg of the other.
Expedia.com Response
• Oct 02, 2019
October 2, 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 $235.03.
Our records indicate on August 12, 2019, Ms. or an authorized user of the Expedia account purchased a one-way flight on *** departing on August 22, 2019 from Vancouver, BC to New Orleans, LA via itinerary ***. A confirmation email was emailed on August 12, 2019 and reviewed once. Ms. or an authorized user of the Expedia account purchased a second one-way flight on *** departing on August 22, 2019 from Vancouver, BC to New Orleans, LA via itinerary ***. A confirmation email was emailed on August 12, 2019 but was not reviewed.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 17, 2019, Ms. called in requesting a refund for a duplicate booking. Our representative reviewed the record in the airline system and verified one record was used for the outbound flight and the other was used for return. Our representative called *** and they advised to send them an email. Our representative emailed *** since the Ms. booked duplicate tickets to verify if one could be refunded. On September 22, 2019, Expedia emailed Ms. advising,’ We checked the status of your reservation with confirmation number "***" and "***" and verified that you have used the first leg of the flight under "***" and you have used the second leg of "***". Moreover, we have contacted the airline and they advised us that since you used segments on the two tickets, the unused segment will be considered as a lost value. Due to this, they have denied your refund request.” Ms. stated that since Expedia cancelled a portion of each flight and since Expedia booked the same flight twice, Expedia is responsible for issuing her a refund. Expedia replied that we do not have the ability to override our vendors decisions.
After further review October 2, 2019, Expedia was able to verify Ms. created two identical itineraries on August 12, 2019 under itinerary *** and *** for one-way travel from Vancouver, BC to New Orleans, LA (with a connection in Los Angeles, CA). Expedia was able to verify that both itineraries had been traveled on. Expedia contacted *** and was advised they do not offer refunds on duplicate tickets, they offer credits. But this does not qualify for a refund or credit and qualifies as a loss of value. *** advised that Ms. took the flight from Vancouver, BC to Los Angeles, CA, USA under itinerary number ***; she then took the flight from Los Angeles, CA, to New Orleans, LA under itinerary number ***. *** advised they will not authorize a refund of the unused segments, it will be considered as a lost value.
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
I have had to contact Expedia over 20 times, yes 20 TIMES about a refund they owe me. I have spoken to over 20 agents at Expedia who have all lied to me . they all tell me that a "specialty transaction team" will call or email me about my refund. well its been over 25 days and NOONE from expeida has called me , emailed me or refunded me!!!!!!!!!!! they owe me $672.20 for this booking below that THEY Cancalled on me!!!!!!!!!!!!!!!!!!!!!!!!!!! they owe me my money back!
Receipt for ***, Santa Monica
Sep 8, 2019 - Sep 9, 2019 Itinerary # ***
Booked Items
Hotel: ***
Check-in: 9/8/2019 | Check-out: 9/9/2019, 1 room| 1 night
Traveler Information
***
Room 1: Room, 1 King Bed, Partial Ocean View
Cost Summary
Booked Date: Aug 25, 2019
Room Price
$672.70
1 night
$575.94
Taxes & Fees
What are Taxes & Service Fees?
The taxes are tax recovery charges Expedia pays to its vendors (e.g. hotels); for details, please see our Terms of Use.
We retain our service fees and compensation in servicing your travel reservation.
×
$96.76
Total $672.70
Collected by Expedia
Paid: $672.70
All prices quoted in USD.
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 complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on August 25, 2019, ***, or a person authorized for the Expedia account, self-booked a prepaid reservation for one night with the ***, for check on September 8, 2019.
The terms and conditions were provided and accepted. The hotel’s cancellation policy for the rate and reservation purchased stated it was refundable if cancelled by 4:00 PM Pacific Daylight Time, on September 5, 2019.
The reservation was not canceled prior to the date of the stay. We contacted the hotel to advocate on behalf of our customer and we were advised that a waiver is not available.
Reservations are nonrefundable after use or no show. Compensation is not available for the hotel charges that were agreed to.
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.
End of February I booked an expensive vacation in Mexico through Expedia, which included both hotel and a roundtrip flight with ***. End of July I received an email from Expedia that *** cancelled the return flight and offered me two options: an alternative flight 2 days later with 17 hours layover or a refund. As the alternative flight was totally unacceptable I asked Expedia to try to rebook the return flight with ***, which was also non-stop as the *** one departing approximately the same time.
It took one week and many hours of phone calls with Expedia to get informed that *** refused to rebook the return the flight through ***. Therefore on August 5th, I chose the second option and requested a refund. I was assured Expedia would contact *** to request the refund, which would be processed and transferred back to my credit card.
Two days later I received a confusing email from Expedia, where they were still offering the two mentioned options not knowing that I already requested the refund. I responded back and was assured second time a refund request had been sent to ***.
On September 18, 6 weeks later, I realized nothing has been refunded yet. I called Expedia, spent over an hour on the phone with a representative, who told me *** never responded to the Expedia requests. He gave me a reference number to track the progress of the refund and I was told to receive a confirmation email within 48 hours. Immediately thereafter I called *** and talked to Marcela, who told me Expedia never requested any refund. I asked her to repeat that statement and I recorded the entire conversation.
3 days later, without receiving any confirmation email, I called Expedia again and despite the fact I provided the tracking number, nobody knew what I was talking about, it took another hour to get answers. Our phone call was interrupted, when I was finally getting the details but the representative never called me back.
Expedia.com Response
• Oct 01, 2019
October 1, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding being refunded for $301.52.
Our records indicate on February 27, 2019, Mr. or an authorized user of the Expedia account booked three one way flights from San Francisco, CA, USA to Cancun, Quintana Roo, Mexico departing on September 24, 2019 and returning from Cancun, Quintana Roo, Mexico to San Francisco, CA, USA on October 5, 2019 on *** along with a 10 night hotel stay at *** via ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on July 29, 2019, Expedia schedule change department emailed Mr. and advised *** made a schedule change to your upcoming trip, and your original flight option is no longer available. Mr. called for the schedule change, our representative verified the schedule change was not available and called the airline. On July 30, 2019 – Expedia schedule change department emailed Mr. an email advising *** has made an involuntary schedule change that affects your upcoming trip (Itinerary Number: ***) on October 5, 2019 Cancun to San Francisco, and your original flight is no longer operating. Mr. replied back that he does not accept the schedule change. On July 31, 2019, Mr. called in due to the airline schedule change on the return flight that was provided for him. Mr. did not accept the offered flight and request to book a new flight under ***.
Our representative tried to call *** to ask for a waiver but the office was closed. On August 5, 2019, Mr. called in again to make changes on the reservation due to airline schedule change. Mr. is not ok with any of the flights that have been offered because of the lengthy layover. Mr. decided to make a new booking for the return with a different airline. On August 8, 2019, Mr. called to cancel his return flight, our representative cancelled the flight and transferred him to refunds. On September 2, 2019, Mr. called about his return flight and wants to get a refund. On September 22, 2019, Mr. called because he was wondering why he has not gotten his money for his return flight. He stated he had already had the refund processed for the partial refund but the money has not reflected on his account yet. Our representative noted that Mr. was eligible for a refund for the return flight since it was cancelled. Expedia emailed Mr. and advised we were still trying to coordinate the refund with *** and would get back with him as soon as we have a response.
After further review on October 1, 2019, Expedia contacted *** and they verified they issued a refund back to Expedia for $301.52 for the cancellation of the return flight. Expedia issued a refund of $301.52 to the card number that was originally charged. A refund receipt was emailed to the email address on file with Expedia. The refund will appear within three to seven business days. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines.
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.
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 07, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and found multiple inaccurate statements posted by Expedia. As mentioned in my original complaint, Expedia handled the entire case in a very careless and disorganized way and only the complaint at Revdex.com finally moved them to an action. It remains questionable, whether they ever contacted *** regarding the alternative flight through ***, which at the end cost me additional $1,100!
However, looks like the refund for the cancelled return flight has been posted on my account a few days ago, so the case can be closed.
I purchased two round trip flight on Expedia. I had to cancel our flights due to my husband getting g a new job. I was on the phone for 3 hours, they only gave me a credit for half my ticket. I spent three hours on the phone with Expedia to resolve this issue, which was not. I spoke to a customer service representative, his manager and supposedly a corporate supervisor, whom I cannot find anywhere on the website. All of which were and dismissive.
I purchased a ticket with travel insurance so I could change or cancel my flight only to discover that I couldn't do either. It was in writing when I purchased the ticket that it was refundable or changeable. Now, I'm told that I cannot get a refund on the ticket itself OR the insurance that I purchased so I could change or cancel the flight.
Expedia.com Response
• Oct 01, 2019
October 1, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $158.00.
Our records indicate on June 14, 2019, Ms. or an authorized user of the Expedia account booked two one way flights from Dallas, TX to Denver, CO departing on October 3, 2019 on *** and returning from Denver, CO to Dallas, TX on October 8, 2019 on ***; along with the Cancellation Plan via ***.
Upon receipt of Mr. *** complaint, we investigated the issues which were brought to our attention. We can confirm on September 24, 2019, Ms. called in to cancel her flight. She decided to drive rather than fly. Our representative was able to verify the tickets for the return flight are non-refundable. Ms. stated she has insurance. Our representative advised that the protection covers accidents and sickness. Our representative gave Ms. the number to Travelguard so that Ms. could call and speak with them. Later that day Ms. called back. Ms. does not want to file a claim with Travelguard. She request to cancel the insurance and get a full refund. Our representative verified the insurance was added last June 14, 2019 and advised Ms. that the protection is no longer refundable. Ms. asked for a supervisor. A supervisor took over the call and verified the travel protection was past the grace period for cancelling. Our representative advised Ms. of the benefit of the protection and Ms. insisted on a refund but disconnected the call. Our representative called back and the call went to voice mail.
After further review on October 1, 2019, Expedia was able to verify the reservation had two one-way flights booked with protection. Since Ms. took the protection she needs to contact Travel Guard and file a claim. Expedia is not able to issue a refund because Ms. decided to cancel. The outbound flight was changeable, but non-refundable but the return flight did not allow changes and was non-refundable. Based n the restriction on the flights Ms. would need to file a claim with Travelguard.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by 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
Tell us why here...
Booked car rental and added insurance through Expedia. Due to an emergency, I had to return car one day early. Car rental company (***) provided a refund for the one day. However, Expedia refused to provide a credit for one day. Car was returned one day early therefore no car insured. Rep stated the info is listed in contract however I found no supporting info in contract.
Expedia.com Response
• Oct 02, 2019
October 2, 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 $10.00.
Our records indicate on August 10, 2019, Ms. or an authorized user of the Expedia account booked a car rental with *** for 27 days, picking up on August 18, 2019 and retiring on September 14, 2019; along with the Collision Damage Plan via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 24, 2019, Ms. called in wanting to know the if there is an adjustment on the reservation due the change she made on the date from August 18, 2019 through September 13, 2019. Our representative called the vendor to confirm. The vendor agreed to adjust one day and advised it will take seven business days for the refund to be applied back on the card. Ms. wanted Expedia to adjust their protection due to her family emergency. Our representative advised that we cannot make an adjust and Ms. asked for a supervisor. A Supervisor took over the call and noted that Ms. did not use the whole reservation and returned the car one day early. Ms. was advised the protection was not refundable but offered a $25 coupon. Ms. was not happy with that and disconnected the call.
After further review on October 2, 2019, Expedia was able to verify the creation of the reservation and at the time the collision protection was added to the reservation it advised the protection was cancellable with 100% refund up until the pickup date. There is no refund for the collision protection even though the vehicle was turned in early.
Collision Protection Coverage advised:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by 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
Customer Response
• Oct 07, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I visited expedia.com and made the reservations and provided Expedia with my credit card information. I am expecting Expedia to resolve my issue.
I booked a hotel stay for a week with Expedia on July 22,2019 and paid Expedia $415. The itinerary #*** for Sept1st-8th. The reservation rules state that first night fees will be forfeited in case of a no show. I wasn’t able to make it to the hotel due to work schedule change and the hotel didn’t pick up the phone when I tried to give them the heads up. I emailed the hotel about a refund and no reply. I contacted Expedia via phone and was given the round around stating they can’t refund me until they contact the hotel themselves and confirm I didn’t stay there. They stated they called and emailed the hotel and didn’t hear back. The hotel did send me automatic email stating I didn’t show up for my reservation. I then asked Expedia to communicate to me via email about this issue. After 2 or 3 responses from them (all written by different representatives) that were trying to tell me they can’t get in touch with the hotel, they stopped responding to my emails where I requested a refund. It is not my fault they are advertising on their website fradulent businesses , but I paid Expedia and I should have been refunded . I have been a client for almost 15 years and I cannot believe they think it’s ok to keep funds for a reservation I didn’t use . It is unacceptable, deceitful and I would like a refund ASAP and an apology! I pay interest for my credit card!
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 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 her hotel reservation.
Our records indicate that on July 22, 2019, the customer or an authorized user of the account, self-booked a hotel reservation at ***, Great Falls, MT, for September 1-8, 2019, under itinerary ***. The total cost of the booking was $415.56. We understand Ms. is requesting a refund of the hotel reservation in adherence to the hotel’s cancellation policy, in the amount of $357.58.
Upon review, on September 9, 2019, Ms. contacted Expedia, advising she wasn’t able to use her reservation, and requesting a refund of six out of seven nights, per the booking’s cancellation policy. A refund was not issued at this time as our representatives were unable to reach the vendor. On September 28, 2019, we reported the hotel to our specialized department to ensure they are still operating and verify if their contact information has changed.
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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
“The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.”
Nonetheless, we regret Ms. experience was not as we would have hoped, and any subsequent inconvenience caused. On September 28, 2019, Expedia issued a full refund of $415.56 back to the customer’s original form of payment. The time it takes a refund to post to the customer’s account depends on how quickly their credit card company processes refunds, generally within three to five business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a Hotel unknowing that Expedia was a third party on the deal. On the day of my event I arrived to the hotel only to be told my reservation was not made I called around and was told Expedia had accept some of but not all of my payment amd would not explain why they would not accept payment. And I was stuck trying to find another hotel ans paid 511$ for a falsely advertised Hotel
Expedia.com Response
• Sep 25, 2019
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer has stated their reservation was not honored due to complications regarding payment for the booking. As a result they have stated they were required to secure an alternate booking at a higher rate.The customer is requesting compensation for the alternate reservation they secured after being informed their original reservation. This reservation, held under itinerary ***, was cancelled.Findings:Our records indicate this booking was secured through our partner, ***. This partner is set up to handle their own customer care for reservations created on their booking platform.Resolution:As this was secured through our partner, ***, we ask for the customer's complaint to be reassigned to *** for handling.…Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Jamie *** RCustomer Relations Specialist
Customer Response
• Sep 25, 2019
Complaint: ***
I am rejecting this response because:
*** and Expedia aee working together and Expedia is the one responsible for booking my hotel also as I have already spoken with *** on the matter they directed me to Expedia or the hotel itself and now everyone is playing blame tag. I would be more satisfied if Expdia reached out to *** on the matter. That way an offical agent of their company could gwt a resolution because for the past week I have been getting the run around.
Sincerely
I have trying to get a refund for service I did not get to use because of hurricane Dorian. I have to cancel service due to weather conditions and was told due to hotel I am only allowed to get 164.09 back and 233.94 they will keep . I feel since they obviously see it was a weather condition it should be refunded or atleats I should have been charged a fee from the total 399.03 I should have gotten maybe charged 100.00 what would cover taxes and fees for 1 night that I did not get back. I was told no and nothing can be done. how could a company allow a hotel to keep that much of a customer money because it was a storm threating florida.
Expedia.com Response
• Sep 30, 2019
September 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on August 19, 2019, ***, or a person authorized for the Expedia account, self-booked two nights with ***, for check in on august 31, 2019.
The terms and conditions were provided at the time of booking and accepted. They stated that the booking was nonrefundable with no changes allowed.
On August 25, 2019 the customer contacted us requesting cancelation and a waiver. We contacted the property on their behalf and was advised that a partial waiver could be provided for the second night, but the first night would be held as a penalty. Cancelation was not requested by the customer.
On August 28, 2019 the customer inquired on cancelation and a waiver again. We contacted the property and spoke to the manager who advised that they would still allow a refund of the second night, with the first night held as penalty. The customer accepted the offer, canceled the reservation and the second night was refunded.
The first night of the reservation with taxes and fees was $233.94 and that amount was held as the cancelation penalty. The second night of the reservation with taxes and fees was $165.09 and was refunded as a goodwill gesture from the hotel due to the impending weather.
As a gesture of goodwill from Expedia, the customer was provided a future travel voucher worth up to $200.00 off of a prepaid hotel or hotel package, booked in the customers account, by September 30, 2020. As the reservation is nonrefundable and the terms and conditions were provided, no further refund or compensation is available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Oct 01, 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.
Booked a rental car with Expedia and was quoted $105 dollars and was charged $158 by *** and can not receive any response from *** or Expedia on as to why other than a generic response stating that charges quoted are not final and can change BUT I FEEL THAT I SHOULD BE TOLD AS TO WHY. DISPUTING $55!!
Expedia.com Response
• Sep 30, 2019
September 30, 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 $53.00.
Our records indicate on May 4, 2019, Mr. or an authorized user of the account booked a one-day car rental with Enterprise picking up on May 6, 2019 and returning on May 2019 via itinerary ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm from September 8, 2019 – September 22, 2019, Expedia received numerous emails from Mr. advising he had been charged $53.00 more by *** for a car rental compared to the Enterprise reservation he booked with Expedia for $105.85. Expedia responded to each of Mr. emails referencing the rules and regulations of the car rental. Mr. expressed his dissatisfaction of paying more money to *** for the rental than the reservation he booked with Expedia for Enterprise.
After further review on September 30, 2019, Expedia contacted Enterprise and they confirmed they did not charge for the reservation. Enterprise advised their partners are Alamo and National and stated they do not refer their customer to non-partner company’s. They did state it was possible *** was suggested since they did not have vehicles. Enterprise advised they would not be able to offer any refund or compensation for a rental agreement taken with ***.
Nonetheless, Expedia has issued a $25 voucher to Mr. Expedia account for the inconvenience of the experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until September 30, 2020. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
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 a 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 TeamTell us why here...
Customer Response
• Sep 30, 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.
We have a group of 7 people that wanted to book for a trip to Costa Rica and when we had called Expedia, the travel agent told us one price which we were ready to book with. He then proceeded to transfer us to a higher authority representative for the booking, that representative then told us that the price the previous agent provided cannot be honored because there was no written documentation as evidence that the price was offered. We had now spent 2 hours 32 minutes and 14 seconds waiting on the phone for an outcome and all they could tell us is that they cannot track the agent who provided this price and they cannot honor the price given to us because there is no evidence. This is absolutely ridiculous considering Expedia is a large company but you are telling us that you have no record of the agent whom we had spoke to. It is so frustrating as a consumer that we spent so much time on the phone with the representative but got transferred out from person to person only to be told the amount we had agreed to book the trip for can no longer be offered. This is absolutely unprofessional not honoring the information that is being provided to consumers over the phone for travel bundles.
Expedia.com Response
• Sep 30, 2019
September 30, 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 $684.00.
Upon further research, we were unable to locate an Expedia reservation related to Ms. complaint. Expedia books from the live inventory of the airlines and quotes prices based on the airline pricing. Prices can increase at any time depending on when the airline changes their rates. If an airline increases their rate while Expedia is pricing an itinerary the price will increase during the booking process and Expedia has to advise its customer of the new price. Expedia’s pricing is not guaranteed until our records are charged and ticketed.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
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.
Based on the above Expedia is not able to honor Ms. 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 TeamTell us why here...
Expedia for TD Sold me a reservation June 19, 2019 in Mecca, Saudi Arabia (***) which was a non-refundable reservation. Saudi Arabia changed their foreign policy in which individuals can not book hotel reservations independently and can only do so through a travel agent who is licensed by ministry of travel (Saudi Arabia). Essentially to obtain a visa into the country you must book your hotel through a licensed visa Tavel agent. This reservation that was sold to me is non-usable. *** corporate office acknowledged the problem and told me to have Expedia contact the franchise hotel directly as *** corporate can't speak to Expedia customers directly. *** corporate office agreed that a refund should be processed however Expedia and *** in Mecca have decided that they can sell a non-deliverable service to a customer and that's ok. This is a complete scam. They bluntly told me that they can sell me a service as non refundable and if they can't deliver the service that its my problem.
Expedia.com Response
• Oct 01, 2019
October 1, 2019 Revdex.com Expedia For TD– Alaska, Oregon & Western Washington Complaint Department Re: Expedia For TD Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia For TD regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia For TD is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia For TD is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a hotel reservation refund request. Our records show on June 19, 2019, Mr. self-booked a hotel reservation via itinerary ***. The customer paid a total amount of $1121.22CAD. We understand from Mr. account, he is unable to stay at the hotel due to a policy implemented by the country. Mr. is requesting a full refund of $1121.22CAD. Upon researching the customer’s complaint, we can see that on September 24, 2019, Mr. reached our customer support department and was fully refunded $1121.22CAD. The refund may have already appeared on her account. The refund typically will take 3-7 business days to appear on the customers account. We do regret any inconvenience Mr. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Customer Correspondence Team
Itinerary # ***
Expedia always advertises 24 hrs Cancellation and Refund policy on their web site. But, yesterday I book the ticket on Expedia Web site as usual (since I bought from their website several time) and within a few minutes, I called Expedia Customer service to cancel the ticket and give the Refund back. Since I was told by my friend that I need visa/traveling documents to travel UK and I won't be allowed without the visa. I tried to explain Customer Service, they said to call *** and ask for a refund since they are the ones who own the ticket. I asked to connect me with the Supervisor and Manager but the corporate managers were so rude and doesn't want to understand my situation. They agreed to cancel the ticket after I insisting them but warn me that I will NOT GET REFUND. I tried to explain to them, I would have availed the ticket if I have proper traveling documents. I have to apply for it and that might take 3 to 4 months and there is NO GUARANTEE as per the UK Visa website.
Anyways, I called *** and spoke with the Customer Service, they said they are not holding any money for this ticket and the book is cancelled without any charges and direct me back to Expedia for the Refund.
The Expedia Corporate Manager gave me a contact number for the Expedia Legal Dept and ask to deal with them legally.
I need my Refund back as per their 24 hours policy, for this particular ticket they are saying there will not be any Refund since they mentioned in the Terms.
Your help in this matter is greatly appreciated.
Expedia.com Response
• Sep 30, 2019
September 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation.
Our records show that on September 21, 2019, Mr., or an authorized user of the Expedia account, self-booked a nonrefundable flight reservation using Expedia’s website, under itinerary ***. Travel was with *** scheduled to depart from Dallas, TX, on October 8, 2019 to London, England, UK returning October 20, 2019. We understand the customer is seeking a full refund based upon a, “24 Hour Cancellation Policy”.
On September 21, 2019, Mr. contacted Expedia to cancel and request a refund on a non-refundable flight, as he was quoting a limited cancellation window. Expedia offers as a courtesy with specific flight reservations a, “24 Hour Cancellation” option. However, as explained to Mr.’s his particular purchase doesn’t qualify since it’s the most restrictive fare available.
The following restrictions were provided to Mr. at the time of booking:
Important Flight Information:
Departure flight departs sometime between 8:00am and 3:59pm.
Return flight departs sometime between 8:00am and 3:59pm.
Exact flight details, including airline, will be available in your itinerary after booking.
Your trip may include a change of aircraft or airline.
*Tickets are non-refundable, non-transferable and can’t be canceled or changed.
Name changes are not allowed.
Additional fees for checked baggage or other services may apply.
Seats may not be available until after check-in.
Read all rules and restrictions
*** Flight Restrictions
Non-refundable
Non-changeable
Non- transferrable
Name Changes are not allowed
*Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once a purchase is completed the airline and exact flight details will be revealed in an itinerary.
At which point, Mr. completed his purchase and agreed to Expedia’s Terms of Use which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Furthermore, on September 30, 2019, Expedia pulled Mr.’s booking session that validated no mention of a, “24 Hour Cancellation Policy”, based on the Bargain fare restrictions.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Customer Response
• Sep 30, 2019
Complaint: ***
I am rejecting this response because:
I called the customer service within 5 mins after the booking, I was purchasing the ticket as usually from Expedite thinking they have 24 hours cancellation policy. Out of surprise they send this offer and expect me to read all the Term and Condition. Also, the reason for the cancellation is I need TRAVEL DOCUMENT to fly to UK and which I was not aware of. I thought I will get VISA/TRAVEL DOCUMENTS within a week time. But, UK embassy says it will take any where from 3 weeks to 4 months.
EXPEDIA IS NOT UNDERSTANDING THE REASON AND WANT TO CHARGE FOR THE TICKET EVEN AFTER CANCELLING THE TICKET. I CALLED *** AND THEY SAID I NEED TO REACH OUT TO EXPEDIA FOR THE REFUND SINCE THEY DIDN'T CHARGE ANY AMOUNT FOR THE TICKET. I KNOW I WILL BE BUYING THE TICKET LAST TIME FROM EXPEIDA. I AM ALSO GOING TO FILE LEGAL LAW SUIT AGAINST THEM FOR CHARGING FOR NO REASON.
My husband and I are longtime customers of Expedia. We have traveled the world with them, happy with their services.
We recently booked a trip to Bermuda, from 9/19 - 9/23, leaving from NYC, and purchased travel insurance. Due to circumstances outside of everyone's control, two tropical storms brewed, (Humberto, which turned into a hurricane & Jerry), and were forced to cancel our trip. We believed we would obtain a full refund, as this is the reason for travel insurance. However, we were refunded everything except our return flights. Only a credit is being offered. This is absolutely unfair. For personal reasons, we are not planning another trip within the next 365 days, and need our money back. Had I been ok with a credit, we would not have purchased the travel insurance in the first place. We need our money back.
Expedia.com Response
• Oct 01, 2019
October 1, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight refund request. On September 8, 2019, Mrs. or an authorized user self-booked two adult tickets with *** for the outbound flight, and two tickets with *** for the return portion. We understand from Mrs.’s complaint, she purchased the Expedia Vacation Waiver and believes she should be refunded for the return tickets with *** since they purchased insurance (vacation waiver). Mrs. is requesting a refund for the amount paid for the return tickets with *** in the amount of $394.40. Upon researching the customer’s complaint, we can confirm that the Vacation Waiver Mrs. purchased mentions it “Will refund any amount withheld by the travel provider as a change or cancel fee”. The Vacation waiver does not mention it will refund any amount of the purchased tickets back to the customer. On September 17, 2019, Mrs. contacted Expedia by phone and was informed that the outbound flight with *** Airlines would be fully refunded since it was a basic economy ticket which did not allow changes. The return flight with *** would not be refunded since *** allowed the customers to keep the flight credit. Mrs. brought Mr. *** on the line and the agent informed both of the same. On the call Mr. asked to speak to a supervisor at our corporate level. The corporate office agent offered Mr. a refund in the amount of $150.00 in lieu of keeping a flight credit with JetBlue. Mr. declined the offer and agreed to call back before the travel date of the return flight with *** which was to be on September 23, 2019. Neither Mr. nor Mrs. contacted Expedia again before September 23rd, 2019. Expedia will not provide a refund for the $394.40 since this is not what the Vacation Waiver covers. We do ask that in the future our customer review the Vacation Waiver link that is provided before purchase in order to be aware of what the waiver covers. I have attached a link below. https://www.expedia.com/vacation-waiver-terms#faq. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Customer Correspondence Team 1-800-397-3342
I made a hotel reservation at Expedia.com on Mar 08, 2019 and had to cancel due to traveler being sick. I was refunded half of the amount, which was $51.50 dollars. I then contacted Expedia numerous times to request for a full refund, and provided the diagnosis report of the traveler from the hospital. Expedia replied that they were trying to communicate with the hotel regarding this matter and they did not get a reply from the hotel in the past six months or so. I then contacted Expedia again this week and got the same answer, which is they are still trying to contact the hotel and cannot do anything whatsoever.
Itin: *** - Case ID : [REQ:***]
Expedia.com Response
• Sep 30, 2019
September 30, 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 $51.50.
Our records indicate on March 6, 2019, Mr. or an authorized user of the account booked a two-night hotel reservation at Jiang Yue, checking in on March 8, 2018 and checking out on March 10, 2019 via itinerary ***. We understand from Mr. complaint that he would like to receive a refund for $51.50.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on March 6, 2019, Mr. called in requesting to change the name from *** to ***. Our representative called the hotel and they changed the reservation on their end to reflect the name change. Later that day we received a call from Mr.; he wanted to confirm that the name change had been processed. Our representative called the hotel and they advised to call pre arrival between 10am to 4pm PST. On March 7, 2019, Mr. called in and requested to cancel the hotel for a full refund. From March 7, 2019 through September 22, 2019, Expedia submitted numerous request to the hotel requesting to cancel the reservation with a full refund and sent also sent Mr. updates of Expedia’s attempts to communicate with the hotel. The hotel never responded to any of our request during that time. The hotel was cancelled and a refund was issued for $51.49. A confirmation email of the cancellation was emailed to the email address on file. On September 23, 2019, Mr. communicated with Social Media and asked for a full refund. Social Media was able to verify that previous emails had been sent but no update had been received from the hotel and called the hotel. The hotel advised to resend the request to them and attach medical documentation. On September 24, 2019, Expedia emailed the hotel and they responded as follows, “Please be advised that unfortunately we will not be able to waive the fees for the cancellation. The reservation was charged with 50% of penalties since the moment it was cancelled as per our strict cancellation policy.”
After further review on September 30, 2019, Expedia has been able to verify when the reservation was booked on March 6, 2019 the reservation was already within the 50% cancellation policy window.The cancellation and change policy appeared as follows when the reservation was created: We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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. 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
Hello. I was told by expedia I couldn't receive my money back or they wouldn't re-book me another flight. I had the Travel agent from *** at the counter telling me expedia was suppose to book me another flight I had a plane delay on another flight that cause me to miss my flight I called expedia the agent said we can't re-book you another flight I was forced to spend a extra night in NY without a flight to get home because *** didn't have any more flights leaving to chi on sept 14 so I had to spend more money to get another flight the next day and all expedia had to do was just rebook me a flight for the following day I paid for it My expedia Int#
Expedia.com Response
• Sep 30, 2019
September 30, 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 $80.31.
Our records indicate on June 3, 2019, Expedia representative booked a one way flight departing September 14, 2019, from New York, NY to Chicago, IL via itinerary ***.
Upon receipt of Mr. .’s complaint, we investigated the issues which were brought to our attention. We can confirm on September 14, 2019, Mr. . called in advising he had missed his flight. He advised the airline arrived late and he got stuck in customs. Mr. ***. request a refund for the missed flight and advised a *** agent advised him that Expedia would process the refund for his ticket.
After further review on September 30, 2019, Expedia has been able to verify the flight had a four minute airline schedule change on September 14, 2019. Expedia was also able to verify the rules of the fare. The ticket is non-refundable after departure and there was no documentation on the airline record of any calls or communications about a flight problem or delay. Expedia would suggest Mr. . communicate with the airline that caused him to miss his flight and ask them for compensation.
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.
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. .'s 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 reserved a flight tickets through Expedia.com
*** changed their flight schedule which gave me only 25 minutes of layover time from international flight to domestic with different terminals. It's impossible to transfer from one to the other.
1. I didn't get the notification of the schedule change from expedia.com
- I accidentally found the fact from the airline website when it was 9 days before the departure date.
2. I called them and spent two hours to change the flight that gives enough time to transfer.
I had to spend 3 more hours of layover time at the airport but I accepted. Expedia.com sent me the confirmation of updated itinerary.
But new ticket wasn't valid one!! It wasn't issued at all. (I found it out when I called today to check the seating arrangement.)
Now they are actually issuing the new ticket. And I'm on hold for 2 hours again.
3. Thanks to no notification, I had to change the flight the last minutes and there are only seats with $46.00 extra charge available. So they said the only option is wait until 24 hour check in time, and pray for them to assign the seats together.
what kind of customer service is that?
Expedia.com Response
• Sep 27, 2019
September 27, 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 time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show that on April 23, 2019, Mrs., or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel was with ***r from Nashville, TN to Seoul, South Korea, departing on September 27, 2019 and returning with *** on October 12, 2019. We understand Mrs.’s ***s flight was affected by an airline-initiated schedule change, and she is requesting compensation for advance seat selection.On June 30, 2019, we received notification from *** which altered a portion of Mrs.’s return flight from Chicago, IL to Nashville, TN on October 12, 2019. Therefore, on July 4, 2019, Expedia sent her the ***s schedule change notification via email. Furthermore, on September 18, 2019, Mrs.s called for schedule change assistance with her *** flight. We then contacted both ***/*** for instructions due to limitations on class availability. As of September 20, 2019, Expedia was provided the required information to proceed forward with issuing new tickets. See the following (active) tickets below:***
***
***
***From time to time and for variety of reasons airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs.’s at the time of booking, expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.Moreover, each airline retains total control over seat selection and/or seat assignments for all flight reservations. Expedia makes every effort to assign (seat) preferences to all of our customers as we do recognize the importance of receiving preferred airline seating. However, Expedia presents, “Seat Selection”, as a special request detailed on our website prior to, “Selecting Seats”, to ensure customers are made aware. Regrettably, there are times that we are unable to honor the special request and assign seats due to restrictions placed on a reservation by an airline.In addition, Mrs.’s booked an Economy fare therefore she can only be assigned seats upon check-in; the airline schedule change did not directly affect her seating assignment.The following link below provides a clear understanding of the ***s policy. ***s (Seating) Terms and Conditions:https://www.aa.com/i18n/travel-info/experience/seats/main-cabin.jspMrs.s may contact ***s directly at the following *** at any time and occasionally, the airline will assign seats in advance; however a majority of the time, the airline will advise customers that they need to wait until the day of departure.While we regret Mrs.’s experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor her compensation request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie A Corporate Correspondence Team
I was charged twice for one trip. I never received e-mail confirmation on the first trip. I went online to my cart and the first booking was not there. When I called expedia I was told to book another trip. I did so and now they are charging me twice. When I received the bill from my credit card both trips were there. I then called expedia to find out what happened after an hour or so of telling them I never received email on the first trip the person said he could not find the charges. I went to the rental car company and the said I had one charge. Received a copy of it and sent it to my credit card company. that part is taken care of. The airlines company said since I went through expedia I had to deal with them. I had tried as I previously stated. Expedia has not removed the charges and my credit card is not allowing me credit on the trip I never received confirmation for. I have tried to resolve this with little luck.
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 Mrs. *** Revdex.com case number *** regarding being refunded for $512.20.Our records indicate on June 14, 2019 – Mr. *** or an authorized user of the Expedia account purchased two round trip flights on *** departing on June 24, 2019 from Redmond, OR to Charleston, WV and returning July 1, 2019; along with a *** rental car NV via itinerary ***. A confirmation email was emailed on June 14, 2019, it was opened on June 14, 2019 and reviewed twice.Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on June16, 2019, Mrs. called in to confirm the seats on the flight from Raleigh Durham, NC to Chicago, IL on June 24, 2019. Our representative advised that the seats have additional fees. The call was disconnected, our representative called Mrs. back but the line was busy. On June 19, 2019, Mrs. called in again and wanted to request seats. Our representative accessed *** website and their site advised there was no advance seats selection, seats would be distributed at the airport. Our representative advised Mrs. and assured her that she will have a flight. On July 2, 2019, Mrs. advised about duplicate charges $512.20 twice on June 5, 2019 and $273.49 on June 5, 2019 and $1496.76 on June 14, 2019. Our representative checked the itinerary and $1496.76 was a valid charge. Mrs. was able to use the flight. Mrs. advised she called in and spoke with an agent to confirm the charges and was assured that there is no other reservation. Our representative called United. United advised the traveler can file a claim at *** but there are no guarantees. On July 3, 2019, Expedia contacted United and they advised that the flight was too far passed and suggested that the traveler contact *** Customer Service Department in regards to a duplicate charge. From September 27, 2019 through October 4, 2019, there were numerous occasions that Expedia emailed Mrs. advising we require a copy of her bank statement showing the duplicate charges. Mrs. replied but never emailed a copy of her bank statement. Mrs. last email on October 4, 2019, advised she has filed a dispute with her credit card company.After further review on October 8, 2019, Expedia called Mrs. and advised based on the email she sent to Expedia on October 4, 2019; advising she has filed a dispute with her credit card company the Revdex.com complaint is being closed. Advised the credit card company has precedence over this matter. Suggested if she does not receive a refund from the credit card company she can then file another Revdex.com complaint.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
In addition, at the time of completing his booking on our website, Mr. *** agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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 we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Horrible customer service. Had a mix up with the reservation at a Las Vegas Hotel and got charged for the first night but it was the wrong check in date, they would not fix the situation, or cover the dates we were supposed to stay at the hotel, we booked for 9-28 - 9-20 2019 and they booked the hotel for 9-27 - 9-29 2019 we checked in on the 28th, so now we are staying one night and getting charged for 2. It’s costing us $538 at ***. Expedia sent the confirmation to a wrong email address, they were saying it was are fault, at the end of the day we’re is the customer service and the dignity to help the one who is helping to pay your salary, in the end no one helped us in giving us any money back or covering the 2nd night, I will be filing a claim with my bank to recover my money, and will never again use Expedia again.
Dear Expedia Customer Service Supervisor/Retention:
I am writing to you advise you of a pending chargeback I am processing against a ticket you are attempting to charge me for fraudulently.
Itinerary # ***
This ticket was purchased on Thursday September 26 with a very clear 24 hour penalty free cancellation policy appearing twice before purchase and a red bold text after purchase starting that the cancellation free of charge was available until Friday, September 27th at 11:5pm PDT.
I contacted nonetheless Expedia and I advised you that I needed to change my return date. I was told that the best way to do this was to create a new ticket and cancel the old one since I was within the 24 hour free cancellation policy.
I followed this advice and created a new booking. When I went to cancel the original, I was taken to a page saying there was a glitch and to call in. Shortly after that time, I had to drive to the airport. I advised the staff at *** of the issue and they told me there would be no issue and they had noted the duplicate booking in their system.
I called Expedia and spoke with two representatives who had frankly very poor manners who told me that there was no way I would get a refund on the duplicate booking as I was calling to close to departure time. I advised them the clear text stated at time of purchase guaranteeing a refund and was told that ''regardless of anything wrote, we will not honor the 24 hour cancellation policy for you because it is to close to the flight departure.'' I was put on hold after insisting with them that a refund was due and told that *** had been contacted and denied the ''request.''
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 flights. We understand *** is requesting a refund.
Our records indicate on September 26, 2019, ***, or a person authorized for the Expedia account, booked a roundtrip flight with ***, traveling from Baltimore, MD, USA to Bucharest, Romania, departing on September 26, 2019 and returning on October 7, 2019.
Cancelation was available until the flight was checked in by the airline or up to 24 hours after booking, whichever was earliest. Once the flight was checked in by the airline and no showed, the flight reservation and ticket were used. Cancelation cannot be provided on an item that is used.
Our records show that we received a call to cancel the flights on September 27, 2019. At that time we advised our customer that the flight requested for cancelation had already departed. Compensation is not available for airline tickets that are purchased and used.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I was charged twice for a flight I booked through Expedia.
I was unaware of this until I checked my credit card statement a few weeks later, after I'd taken the flight. When I contacted Expedia to request a refund they informed me that because I had taken one connecting flight from each of the two itineraries, they were unable to refund me. Because I was unaware that I was double booked, I had no idea that I was using half of two separate tickets--it was the airline that booked me twice and then cancelled the first leg of one ticket and the second leg of the other.
October 2, 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 $235.03.
Our records indicate on August 12, 2019, Ms. or an authorized user of the Expedia account purchased a one-way flight on *** departing on August 22, 2019 from Vancouver, BC to New Orleans, LA via itinerary ***. A confirmation email was emailed on August 12, 2019 and reviewed once. Ms. or an authorized user of the Expedia account purchased a second one-way flight on *** departing on August 22, 2019 from Vancouver, BC to New Orleans, LA via itinerary ***. A confirmation email was emailed on August 12, 2019 but was not reviewed.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 17, 2019, Ms. called in requesting a refund for a duplicate booking. Our representative reviewed the record in the airline system and verified one record was used for the outbound flight and the other was used for return. Our representative called *** and they advised to send them an email. Our representative emailed *** since the Ms. booked duplicate tickets to verify if one could be refunded. On September 22, 2019, Expedia emailed Ms. advising,’ We checked the status of your reservation with confirmation number "***" and "***" and verified that you have used the first leg of the flight under "***" and you have used the second leg of "***". Moreover, we have contacted the airline and they advised us that since you used segments on the two tickets, the unused segment will be considered as a lost value. Due to this, they have denied your refund request.” Ms. stated that since Expedia cancelled a portion of each flight and since Expedia booked the same flight twice, Expedia is responsible for issuing her a refund. Expedia replied that we do not have the ability to override our vendors decisions.
After further review October 2, 2019, Expedia was able to verify Ms. created two identical itineraries on August 12, 2019 under itinerary *** and *** for one-way travel from Vancouver, BC to New Orleans, LA (with a connection in Los Angeles, CA). Expedia was able to verify that both itineraries had been traveled on. Expedia contacted *** and was advised they do not offer refunds on duplicate tickets, they offer credits. But this does not qualify for a refund or credit and qualifies as a loss of value. *** advised that Ms. took the flight from Vancouver, BC to Los Angeles, CA, USA under itinerary number ***; she then took the flight from Los Angeles, CA, to New Orleans, LA under itinerary number ***. *** advised they will not authorize a refund of the unused segments, it will be considered as a lost value.
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
I have had to contact Expedia over 20 times, yes 20 TIMES about a refund they owe me. I have spoken to over 20 agents at Expedia who have all lied to me . they all tell me that a "specialty transaction team" will call or email me about my refund. well its been over 25 days and NOONE from expeida has called me , emailed me or refunded me!!!!!!!!!!! they owe me $672.20 for this booking below that THEY Cancalled on me!!!!!!!!!!!!!!!!!!!!!!!!!!! they owe me my money back!
Receipt for ***, Santa Monica
Sep 8, 2019 - Sep 9, 2019 Itinerary # ***
Booked Items
Hotel: ***
Check-in: 9/8/2019 | Check-out: 9/9/2019, 1 room| 1 night
Traveler Information
***
Room 1: Room, 1 King Bed, Partial Ocean View
Cost Summary
Booked Date: Aug 25, 2019
Room Price
$672.70
1 night
$575.94
Taxes & Fees
What are Taxes & Service Fees?
The taxes are tax recovery charges Expedia pays to its vendors (e.g. hotels); for details, please see our Terms of Use.
We retain our service fees and compensation in servicing your travel reservation.
×
$96.76
Total $672.70
Collected by Expedia
Paid: $672.70
All prices quoted in USD.
October 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on August 25, 2019, ***, or a person authorized for the Expedia account, self-booked a prepaid reservation for one night with the ***, for check on September 8, 2019.
The terms and conditions were provided and accepted. The hotel’s cancellation policy for the rate and reservation purchased stated it was refundable if cancelled by 4:00 PM Pacific Daylight Time, on September 5, 2019.
The reservation was not canceled prior to the date of the stay. We contacted the hotel to advocate on behalf of our customer and we were advised that a waiver is not available.
Reservations are nonrefundable after use or no show. Compensation is not available for the hotel charges that were agreed to.
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
End of February I booked an expensive vacation in Mexico through Expedia, which included both hotel and a roundtrip flight with ***. End of July I received an email from Expedia that *** cancelled the return flight and offered me two options: an alternative flight 2 days later with 17 hours layover or a refund. As the alternative flight was totally unacceptable I asked Expedia to try to rebook the return flight with ***, which was also non-stop as the *** one departing approximately the same time.
It took one week and many hours of phone calls with Expedia to get informed that *** refused to rebook the return the flight through ***. Therefore on August 5th, I chose the second option and requested a refund. I was assured Expedia would contact *** to request the refund, which would be processed and transferred back to my credit card.
Two days later I received a confusing email from Expedia, where they were still offering the two mentioned options not knowing that I already requested the refund. I responded back and was assured second time a refund request had been sent to ***.
On September 18, 6 weeks later, I realized nothing has been refunded yet. I called Expedia, spent over an hour on the phone with a representative, who told me *** never responded to the Expedia requests. He gave me a reference number to track the progress of the refund and I was told to receive a confirmation email within 48 hours. Immediately thereafter I called *** and talked to Marcela, who told me Expedia never requested any refund. I asked her to repeat that statement and I recorded the entire conversation.
3 days later, without receiving any confirmation email, I called Expedia again and despite the fact I provided the tracking number, nobody knew what I was talking about, it took another hour to get answers. Our phone call was interrupted, when I was finally getting the details but the representative never called me back.
October 1, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding being refunded for $301.52.
Our records indicate on February 27, 2019, Mr. or an authorized user of the Expedia account booked three one way flights from San Francisco, CA, USA to Cancun, Quintana Roo, Mexico departing on September 24, 2019 and returning from Cancun, Quintana Roo, Mexico to San Francisco, CA, USA on October 5, 2019 on *** along with a 10 night hotel stay at *** via ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on July 29, 2019, Expedia schedule change department emailed Mr. and advised *** made a schedule change to your upcoming trip, and your original flight option is no longer available. Mr. called for the schedule change, our representative verified the schedule change was not available and called the airline. On July 30, 2019 – Expedia schedule change department emailed Mr. an email advising *** has made an involuntary schedule change that affects your upcoming trip (Itinerary Number: ***) on October 5, 2019 Cancun to San Francisco, and your original flight is no longer operating. Mr. replied back that he does not accept the schedule change. On July 31, 2019, Mr. called in due to the airline schedule change on the return flight that was provided for him. Mr. did not accept the offered flight and request to book a new flight under ***.
Our representative tried to call *** to ask for a waiver but the office was closed. On August 5, 2019, Mr. called in again to make changes on the reservation due to airline schedule change. Mr. is not ok with any of the flights that have been offered because of the lengthy layover. Mr. decided to make a new booking for the return with a different airline. On August 8, 2019, Mr. called to cancel his return flight, our representative cancelled the flight and transferred him to refunds. On September 2, 2019, Mr. called about his return flight and wants to get a refund. On September 22, 2019, Mr. called because he was wondering why he has not gotten his money for his return flight. He stated he had already had the refund processed for the partial refund but the money has not reflected on his account yet. Our representative noted that Mr. was eligible for a refund for the return flight since it was cancelled. Expedia emailed Mr. and advised we were still trying to coordinate the refund with *** and would get back with him as soon as we have a response.
After further review on October 1, 2019, Expedia contacted *** and they verified they issued a refund back to Expedia for $301.52 for the cancellation of the return flight. Expedia issued a refund of $301.52 to the card number that was originally charged. A refund receipt was emailed to the email address on file with Expedia. The refund will appear within three to seven business days. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines.
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.
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 found multiple inaccurate statements posted by Expedia. As mentioned in my original complaint, Expedia handled the entire case in a very careless and disorganized way and only the complaint at Revdex.com finally moved them to an action. It remains questionable, whether they ever contacted *** regarding the alternative flight through ***, which at the end cost me additional $1,100!
However, looks like the refund for the cancelled return flight has been posted on my account a few days ago, so the case can be closed.
Sincerely
I purchased two round trip flight on Expedia. I had to cancel our flights due to my husband getting g a new job. I was on the phone for 3 hours, they only gave me a credit for half my ticket. I spent three hours on the phone with Expedia to resolve this issue, which was not. I spoke to a customer service representative, his manager and supposedly a corporate supervisor, whom I cannot find anywhere on the website. All of which were and dismissive.
I purchased a ticket with travel insurance so I could change or cancel my flight only to discover that I couldn't do either. It was in writing when I purchased the ticket that it was refundable or changeable. Now, I'm told that I cannot get a refund on the ticket itself OR the insurance that I purchased so I could change or cancel the flight.
October 1, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for $158.00.
Our records indicate on June 14, 2019, Ms. or an authorized user of the Expedia account booked two one way flights from Dallas, TX to Denver, CO departing on October 3, 2019 on *** and returning from Denver, CO to Dallas, TX on October 8, 2019 on ***; along with the Cancellation Plan via ***.
Upon receipt of Mr. *** complaint, we investigated the issues which were brought to our attention. We can confirm on September 24, 2019, Ms. called in to cancel her flight. She decided to drive rather than fly. Our representative was able to verify the tickets for the return flight are non-refundable. Ms. stated she has insurance. Our representative advised that the protection covers accidents and sickness. Our representative gave Ms. the number to Travelguard so that Ms. could call and speak with them. Later that day Ms. called back. Ms. does not want to file a claim with Travelguard. She request to cancel the insurance and get a full refund. Our representative verified the insurance was added last June 14, 2019 and advised Ms. that the protection is no longer refundable. Ms. asked for a supervisor. A supervisor took over the call and verified the travel protection was past the grace period for cancelling. Our representative advised Ms. of the benefit of the protection and Ms. insisted on a refund but disconnected the call. Our representative called back and the call went to voice mail.
After further review on October 1, 2019, Expedia was able to verify the reservation had two one-way flights booked with protection. Since Ms. took the protection she needs to contact Travel Guard and file a claim. Expedia is not able to issue a refund because Ms. decided to cancel. The outbound flight was changeable, but non-refundable but the return flight did not allow changes and was non-refundable. Based n the restriction on the flights Ms. would need to file a claim with Travelguard.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by 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
Tell us why here...
Booked car rental and added insurance through Expedia. Due to an emergency, I had to return car one day early. Car rental company (***) provided a refund for the one day. However, Expedia refused to provide a credit for one day. Car was returned one day early therefore no car insured. Rep stated the info is listed in contract however I found no supporting info in contract.
October 2, 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 $10.00.
Our records indicate on August 10, 2019, Ms. or an authorized user of the Expedia account booked a car rental with *** for 27 days, picking up on August 18, 2019 and retiring on September 14, 2019; along with the Collision Damage Plan via itinerary ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 24, 2019, Ms. called in wanting to know the if there is an adjustment on the reservation due the change she made on the date from August 18, 2019 through September 13, 2019. Our representative called the vendor to confirm. The vendor agreed to adjust one day and advised it will take seven business days for the refund to be applied back on the card. Ms. wanted Expedia to adjust their protection due to her family emergency. Our representative advised that we cannot make an adjust and Ms. asked for a supervisor. A Supervisor took over the call and noted that Ms. did not use the whole reservation and returned the car one day early. Ms. was advised the protection was not refundable but offered a $25 coupon. Ms. was not happy with that and disconnected the call.
After further review on October 2, 2019, Expedia was able to verify the creation of the reservation and at the time the collision protection was added to the reservation it advised the protection was cancellable with 100% refund up until the pickup date. There is no refund for the collision protection even though the vehicle was turned in early.
Collision Protection Coverage advised:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by 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
Complaint: ***
I am rejecting this response because:
Sincerely,
***
I visited expedia.com and made the reservations and provided Expedia with my credit card information. I am expecting Expedia to resolve my issue.
I booked a hotel stay for a week with Expedia on July 22,2019 and paid Expedia $415. The itinerary #*** for Sept1st-8th. The reservation rules state that first night fees will be forfeited in case of a no show. I wasn’t able to make it to the hotel due to work schedule change and the hotel didn’t pick up the phone when I tried to give them the heads up. I emailed the hotel about a refund and no reply. I contacted Expedia via phone and was given the round around stating they can’t refund me until they contact the hotel themselves and confirm I didn’t stay there. They stated they called and emailed the hotel and didn’t hear back. The hotel did send me automatic email stating I didn’t show up for my reservation. I then asked Expedia to communicate to me via email about this issue. After 2 or 3 responses from them (all written by different representatives) that were trying to tell me they can’t get in touch with the hotel, they stopped responding to my emails where I requested a refund. It is not my fault they are advertising on their website fradulent businesses , but I paid Expedia and I should have been refunded . I have been a client for almost 15 years and I cannot believe they think it’s ok to keep funds for a reservation I didn’t use . It is unacceptable, deceitful and I would like a refund ASAP and an apology! I pay interest for my credit card!
October 2, 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 her hotel reservation.
Our records indicate that on July 22, 2019, the customer or an authorized user of the account, self-booked a hotel reservation at ***, Great Falls, MT, for September 1-8, 2019, under itinerary ***. The total cost of the booking was $415.56. We understand Ms. is requesting a refund of the hotel reservation in adherence to the hotel’s cancellation policy, in the amount of $357.58.
Upon review, on September 9, 2019, Ms. contacted Expedia, advising she wasn’t able to use her reservation, and requesting a refund of six out of seven nights, per the booking’s cancellation policy. A refund was not issued at this time as our representatives were unable to reach the vendor. On September 28, 2019, we reported the hotel to our specialized department to ensure they are still operating and verify if their contact information has changed.
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. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
“The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.”
Nonetheless, we regret Ms. experience was not as we would have hoped, and any subsequent inconvenience caused. On September 28, 2019, Expedia issued a full refund of $415.56 back to the customer’s original form of payment. The time it takes a refund to post to the customer’s account depends on how quickly their credit card company processes refunds, generally within three to five business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Gayana W
Corporate Correspondence Team
I booked a Hotel unknowing that Expedia was a third party on the deal. On the day of my event I arrived to the hotel only to be told my reservation was not made I called around and was told Expedia had accept some of but not all of my payment amd would not explain why they would not accept payment. And I was stuck trying to find another hotel ans paid 511$ for a falsely advertised Hotel
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer has stated their reservation was not honored due to complications regarding payment for the booking. As a result they have stated they were required to secure an alternate booking at a higher rate.The customer is requesting compensation for the alternate reservation they secured after being informed their original reservation. This reservation, held under itinerary ***, was cancelled.Findings:Our records indicate this booking was secured through our partner, ***. This partner is set up to handle their own customer care for reservations created on their booking platform.Resolution:As this was secured through our partner, ***, we ask for the customer's complaint to be reassigned to *** for handling.…Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Jamie *** RCustomer Relations Specialist
Complaint: ***
I am rejecting this response because:
*** and Expedia aee working together and Expedia is the one responsible for booking my hotel also as I have already spoken with *** on the matter they directed me to Expedia or the hotel itself and now everyone is playing blame tag. I would be more satisfied if Expdia reached out to *** on the matter. That way an offical agent of their company could gwt a resolution because for the past week I have been getting the run around.
Sincerely
I have trying to get a refund for service I did not get to use because of hurricane Dorian. I have to cancel service due to weather conditions and was told due to hotel I am only allowed to get 164.09 back and 233.94 they will keep . I feel since they obviously see it was a weather condition it should be refunded or atleats I should have been charged a fee from the total 399.03 I should have gotten maybe charged 100.00 what would cover taxes and fees for 1 night that I did not get back. I was told no and nothing can be done. how could a company allow a hotel to keep that much of a customer money because it was a storm threating florida.
September 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on August 19, 2019, ***, or a person authorized for the Expedia account, self-booked two nights with ***, for check in on august 31, 2019.
The terms and conditions were provided at the time of booking and accepted. They stated that the booking was nonrefundable with no changes allowed.
On August 25, 2019 the customer contacted us requesting cancelation and a waiver. We contacted the property on their behalf and was advised that a partial waiver could be provided for the second night, but the first night would be held as a penalty. Cancelation was not requested by the customer.
On August 28, 2019 the customer inquired on cancelation and a waiver again. We contacted the property and spoke to the manager who advised that they would still allow a refund of the second night, with the first night held as penalty. The customer accepted the offer, canceled the reservation and the second night was refunded.
The first night of the reservation with taxes and fees was $233.94 and that amount was held as the cancelation penalty. The second night of the reservation with taxes and fees was $165.09 and was refunded as a goodwill gesture from the hotel due to the impending weather.
As a gesture of goodwill from Expedia, the customer was provided a future travel voucher worth up to $200.00 off of a prepaid hotel or hotel package, booked in the customers account, by September 30, 2020. As the reservation is nonrefundable and the terms and conditions were provided, no further refund or compensation is available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
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
Booked a rental car with Expedia and was quoted $105 dollars and was charged $158 by *** and can not receive any response from *** or Expedia on as to why other than a generic response stating that charges quoted are not final and can change BUT I FEEL THAT I SHOULD BE TOLD AS TO WHY. DISPUTING $55!!
September 30, 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 $53.00.
Our records indicate on May 4, 2019, Mr. or an authorized user of the account booked a one-day car rental with Enterprise picking up on May 6, 2019 and returning on May 2019 via itinerary ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm from September 8, 2019 – September 22, 2019, Expedia received numerous emails from Mr. advising he had been charged $53.00 more by *** for a car rental compared to the Enterprise reservation he booked with Expedia for $105.85. Expedia responded to each of Mr. emails referencing the rules and regulations of the car rental. Mr. expressed his dissatisfaction of paying more money to *** for the rental than the reservation he booked with Expedia for Enterprise.
After further review on September 30, 2019, Expedia contacted Enterprise and they confirmed they did not charge for the reservation. Enterprise advised their partners are Alamo and National and stated they do not refer their customer to non-partner company’s. They did state it was possible *** was suggested since they did not have vehicles. Enterprise advised they would not be able to offer any refund or compensation for a rental agreement taken with ***.
Nonetheless, Expedia has issued a $25 voucher to Mr. Expedia account for the inconvenience of the experience. The voucher is valid for a “pay now” stand-alone hotel or a hotel as part of a package reservation. The voucher is valid until September 30, 2020. Please know that this voucher is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Expedia for your future travel needs.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
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 a 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 TeamTell us why here...
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
We have a group of 7 people that wanted to book for a trip to Costa Rica and when we had called Expedia, the travel agent told us one price which we were ready to book with. He then proceeded to transfer us to a higher authority representative for the booking, that representative then told us that the price the previous agent provided cannot be honored because there was no written documentation as evidence that the price was offered. We had now spent 2 hours 32 minutes and 14 seconds waiting on the phone for an outcome and all they could tell us is that they cannot track the agent who provided this price and they cannot honor the price given to us because there is no evidence. This is absolutely ridiculous considering Expedia is a large company but you are telling us that you have no record of the agent whom we had spoke to. It is so frustrating as a consumer that we spent so much time on the phone with the representative but got transferred out from person to person only to be told the amount we had agreed to book the trip for can no longer be offered. This is absolutely unprofessional not honoring the information that is being provided to consumers over the phone for travel bundles.
September 30, 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 $684.00.
Upon further research, we were unable to locate an Expedia reservation related to Ms. complaint. Expedia books from the live inventory of the airlines and quotes prices based on the airline pricing. Prices can increase at any time depending on when the airline changes their rates. If an airline increases their rate while Expedia is pricing an itinerary the price will increase during the booking process and Expedia has to advise its customer of the new price. Expedia’s pricing is not guaranteed until our records are charged and ticketed.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
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.
Based on the above Expedia is not able to honor Ms. 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 TeamTell us why here...
Expedia for TD Sold me a reservation June 19, 2019 in Mecca, Saudi Arabia (***) which was a non-refundable reservation. Saudi Arabia changed their foreign policy in which individuals can not book hotel reservations independently and can only do so through a travel agent who is licensed by ministry of travel (Saudi Arabia). Essentially to obtain a visa into the country you must book your hotel through a licensed visa Tavel agent. This reservation that was sold to me is non-usable. *** corporate office acknowledged the problem and told me to have Expedia contact the franchise hotel directly as *** corporate can't speak to Expedia customers directly. *** corporate office agreed that a refund should be processed however Expedia and *** in Mecca have decided that they can sell a non-deliverable service to a customer and that's ok. This is a complete scam. They bluntly told me that they can sell me a service as non refundable and if they can't deliver the service that its my problem.
October 1, 2019 Revdex.com Expedia For TD– Alaska, Oregon & Western Washington Complaint Department Re: Expedia For TD Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia For TD regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia For TD is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia For TD is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a hotel reservation refund request. Our records show on June 19, 2019, Mr. self-booked a hotel reservation via itinerary ***. The customer paid a total amount of $1121.22CAD. We understand from Mr. account, he is unable to stay at the hotel due to a policy implemented by the country. Mr. is requesting a full refund of $1121.22CAD. Upon researching the customer’s complaint, we can see that on September 24, 2019, Mr. reached our customer support department and was fully refunded $1121.22CAD. The refund may have already appeared on her account. The refund typically will take 3-7 business days to appear on the customers account. We do regret any inconvenience Mr. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Customer Correspondence Team
Itinerary # ***
Expedia always advertises 24 hrs Cancellation and Refund policy on their web site. But, yesterday I book the ticket on Expedia Web site as usual (since I bought from their website several time) and within a few minutes, I called Expedia Customer service to cancel the ticket and give the Refund back. Since I was told by my friend that I need visa/traveling documents to travel UK and I won't be allowed without the visa. I tried to explain Customer Service, they said to call *** and ask for a refund since they are the ones who own the ticket. I asked to connect me with the Supervisor and Manager but the corporate managers were so rude and doesn't want to understand my situation. They agreed to cancel the ticket after I insisting them but warn me that I will NOT GET REFUND. I tried to explain to them, I would have availed the ticket if I have proper traveling documents. I have to apply for it and that might take 3 to 4 months and there is NO GUARANTEE as per the UK Visa website.
Anyways, I called *** and spoke with the Customer Service, they said they are not holding any money for this ticket and the book is cancelled without any charges and direct me back to Expedia for the Refund.
The Expedia Corporate Manager gave me a contact number for the Expedia Legal Dept and ask to deal with them legally.
I need my Refund back as per their 24 hours policy, for this particular ticket they are saying there will not be any Refund since they mentioned in the Terms.
Your help in this matter is greatly appreciated.
September 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation.
Our records show that on September 21, 2019, Mr., or an authorized user of the Expedia account, self-booked a nonrefundable flight reservation using Expedia’s website, under itinerary ***. Travel was with *** scheduled to depart from Dallas, TX, on October 8, 2019 to London, England, UK returning October 20, 2019. We understand the customer is seeking a full refund based upon a, “24 Hour Cancellation Policy”.
On September 21, 2019, Mr. contacted Expedia to cancel and request a refund on a non-refundable flight, as he was quoting a limited cancellation window. Expedia offers as a courtesy with specific flight reservations a, “24 Hour Cancellation” option. However, as explained to Mr.’s his particular purchase doesn’t qualify since it’s the most restrictive fare available.
The following restrictions were provided to Mr. at the time of booking:
Important Flight Information:
Departure flight departs sometime between 8:00am and 3:59pm.
Return flight departs sometime between 8:00am and 3:59pm.
Exact flight details, including airline, will be available in your itinerary after booking.
Your trip may include a change of aircraft or airline.
*Tickets are non-refundable, non-transferable and can’t be canceled or changed.
Name changes are not allowed.
Additional fees for checked baggage or other services may apply.
Seats may not be available until after check-in.
Read all rules and restrictions
*** Flight Restrictions
Non-refundable
Non-changeable
Non- transferrable
Name Changes are not allowed
*Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once a purchase is completed the airline and exact flight details will be revealed in an itinerary.
At which point, Mr. completed his purchase and agreed to Expedia’s Terms of Use which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Furthermore, on September 30, 2019, Expedia pulled Mr.’s booking session that validated no mention of a, “24 Hour Cancellation Policy”, based on the Bargain fare restrictions.
While we regret Mr. experience was not as we would have hoped due to the information provided above Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I called the customer service within 5 mins after the booking, I was purchasing the ticket as usually from Expedite thinking they have 24 hours cancellation policy. Out of surprise they send this offer and expect me to read all the Term and Condition. Also, the reason for the cancellation is I need TRAVEL DOCUMENT to fly to UK and which I was not aware of. I thought I will get VISA/TRAVEL DOCUMENTS within a week time. But, UK embassy says it will take any where from 3 weeks to 4 months.
EXPEDIA IS NOT UNDERSTANDING THE REASON AND WANT TO CHARGE FOR THE TICKET EVEN AFTER CANCELLING THE TICKET. I CALLED *** AND THEY SAID I NEED TO REACH OUT TO EXPEDIA FOR THE REFUND SINCE THEY DIDN'T CHARGE ANY AMOUNT FOR THE TICKET. I KNOW I WILL BE BUYING THE TICKET LAST TIME FROM EXPEIDA. I AM ALSO GOING TO FILE LEGAL LAW SUIT AGAINST THEM FOR CHARGING FOR NO REASON.
Sincerely
My husband and I are longtime customers of Expedia. We have traveled the world with them, happy with their services.
We recently booked a trip to Bermuda, from 9/19 - 9/23, leaving from NYC, and purchased travel insurance. Due to circumstances outside of everyone's control, two tropical storms brewed, (Humberto, which turned into a hurricane & Jerry), and were forced to cancel our trip. We believed we would obtain a full refund, as this is the reason for travel insurance. However, we were refunded everything except our return flights. Only a credit is being offered. This is absolutely unfair. For personal reasons, we are not planning another trip within the next 365 days, and need our money back. Had I been ok with a credit, we would not have purchased the travel insurance in the first place. We need our money back.
October 1, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight refund request. On September 8, 2019, Mrs. or an authorized user self-booked two adult tickets with *** for the outbound flight, and two tickets with *** for the return portion. We understand from Mrs.’s complaint, she purchased the Expedia Vacation Waiver and believes she should be refunded for the return tickets with *** since they purchased insurance (vacation waiver). Mrs. is requesting a refund for the amount paid for the return tickets with *** in the amount of $394.40. Upon researching the customer’s complaint, we can confirm that the Vacation Waiver Mrs. purchased mentions it “Will refund any amount withheld by the travel provider as a change or cancel fee”. The Vacation waiver does not mention it will refund any amount of the purchased tickets back to the customer. On September 17, 2019, Mrs. contacted Expedia by phone and was informed that the outbound flight with *** Airlines would be fully refunded since it was a basic economy ticket which did not allow changes. The return flight with *** would not be refunded since *** allowed the customers to keep the flight credit. Mrs. brought Mr. *** on the line and the agent informed both of the same. On the call Mr. asked to speak to a supervisor at our corporate level. The corporate office agent offered Mr. a refund in the amount of $150.00 in lieu of keeping a flight credit with JetBlue. Mr. declined the offer and agreed to call back before the travel date of the return flight with *** which was to be on September 23, 2019. Neither Mr. nor Mrs. contacted Expedia again before September 23rd, 2019. Expedia will not provide a refund for the $394.40 since this is not what the Vacation Waiver covers. We do ask that in the future our customer review the Vacation Waiver link that is provided before purchase in order to be aware of what the waiver covers. I have attached a link below. https://www.expedia.com/vacation-waiver-terms#faq. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Customer Correspondence Team 1-800-397-3342
I made a hotel reservation at Expedia.com on Mar 08, 2019 and had to cancel due to traveler being sick. I was refunded half of the amount, which was $51.50 dollars. I then contacted Expedia numerous times to request for a full refund, and provided the diagnosis report of the traveler from the hospital. Expedia replied that they were trying to communicate with the hotel regarding this matter and they did not get a reply from the hotel in the past six months or so. I then contacted Expedia again this week and got the same answer, which is they are still trying to contact the hotel and cannot do anything whatsoever.
Itin: *** - Case ID : [REQ:***]
September 30, 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 $51.50.
Our records indicate on March 6, 2019, Mr. or an authorized user of the account booked a two-night hotel reservation at Jiang Yue, checking in on March 8, 2018 and checking out on March 10, 2019 via itinerary ***. We understand from Mr. complaint that he would like to receive a refund for $51.50.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on March 6, 2019, Mr. called in requesting to change the name from *** to ***. Our representative called the hotel and they changed the reservation on their end to reflect the name change. Later that day we received a call from Mr.; he wanted to confirm that the name change had been processed. Our representative called the hotel and they advised to call pre arrival between 10am to 4pm PST. On March 7, 2019, Mr. called in and requested to cancel the hotel for a full refund. From March 7, 2019 through September 22, 2019, Expedia submitted numerous request to the hotel requesting to cancel the reservation with a full refund and sent also sent Mr. updates of Expedia’s attempts to communicate with the hotel. The hotel never responded to any of our request during that time. The hotel was cancelled and a refund was issued for $51.49. A confirmation email of the cancellation was emailed to the email address on file. On September 23, 2019, Mr. communicated with Social Media and asked for a full refund. Social Media was able to verify that previous emails had been sent but no update had been received from the hotel and called the hotel. The hotel advised to resend the request to them and attach medical documentation. On September 24, 2019, Expedia emailed the hotel and they responded as follows, “Please be advised that unfortunately we will not be able to waive the fees for the cancellation. The reservation was charged with 50% of penalties since the moment it was cancelled as per our strict cancellation policy.”
After further review on September 30, 2019, Expedia has been able to verify when the reservation was booked on March 6, 2019 the reservation was already within the 50% cancellation policy window.The cancellation and change policy appeared as follows when the reservation was created: We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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. 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
Hello. I was told by expedia I couldn't receive my money back or they wouldn't re-book me another flight. I had the Travel agent from *** at the counter telling me expedia was suppose to book me another flight I had a plane delay on another flight that cause me to miss my flight I called expedia the agent said we can't re-book you another flight I was forced to spend a extra night in NY without a flight to get home because *** didn't have any more flights leaving to chi on sept 14 so I had to spend more money to get another flight the next day and all expedia had to do was just rebook me a flight for the following day I paid for it My expedia Int#
September 30, 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 $80.31.
Our records indicate on June 3, 2019, Expedia representative booked a one way flight departing September 14, 2019, from New York, NY to Chicago, IL via itinerary ***.
Upon receipt of Mr. .’s complaint, we investigated the issues which were brought to our attention. We can confirm on September 14, 2019, Mr. . called in advising he had missed his flight. He advised the airline arrived late and he got stuck in customs. Mr. ***. request a refund for the missed flight and advised a *** agent advised him that Expedia would process the refund for his ticket.
After further review on September 30, 2019, Expedia has been able to verify the flight had a four minute airline schedule change on September 14, 2019. Expedia was also able to verify the rules of the fare. The ticket is non-refundable after departure and there was no documentation on the airline record of any calls or communications about a flight problem or delay. Expedia would suggest Mr. . communicate with the airline that caused him to miss his flight and ask them for compensation.
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.
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. .'s 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 reserved a flight tickets through Expedia.com
*** changed their flight schedule which gave me only 25 minutes of layover time from international flight to domestic with different terminals. It's impossible to transfer from one to the other.
1. I didn't get the notification of the schedule change from expedia.com
- I accidentally found the fact from the airline website when it was 9 days before the departure date.
2. I called them and spent two hours to change the flight that gives enough time to transfer.
I had to spend 3 more hours of layover time at the airport but I accepted. Expedia.com sent me the confirmation of updated itinerary.
But new ticket wasn't valid one!! It wasn't issued at all. (I found it out when I called today to check the seating arrangement.)
Now they are actually issuing the new ticket. And I'm on hold for 2 hours again.
3. Thanks to no notification, I had to change the flight the last minutes and there are only seats with $46.00 extra charge available. So they said the only option is wait until 24 hour check in time, and pray for them to assign the seats together.
what kind of customer service is that?
September 27, 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 time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a flight reservation. Our records show that on April 23, 2019, Mrs., or an authorized user of the Expedia account, self-booked a flight on Expedia’s website under itinerary ***. Travel was with ***r from Nashville, TN to Seoul, South Korea, departing on September 27, 2019 and returning with *** on October 12, 2019. We understand Mrs.’s ***s flight was affected by an airline-initiated schedule change, and she is requesting compensation for advance seat selection.On June 30, 2019, we received notification from *** which altered a portion of Mrs.’s return flight from Chicago, IL to Nashville, TN on October 12, 2019. Therefore, on July 4, 2019, Expedia sent her the ***s schedule change notification via email. Furthermore, on September 18, 2019, Mrs.s called for schedule change assistance with her *** flight. We then contacted both ***/*** for instructions due to limitations on class availability. As of September 20, 2019, Expedia was provided the required information to proceed forward with issuing new tickets. See the following (active) tickets below:***
***
***
***From time to time and for variety of reasons airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Additionally, Expedia’s Terms of Use, which were agreed to by Mrs.’s at the time of booking, expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of 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.Moreover, each airline retains total control over seat selection and/or seat assignments for all flight reservations. Expedia makes every effort to assign (seat) preferences to all of our customers as we do recognize the importance of receiving preferred airline seating. However, Expedia presents, “Seat Selection”, as a special request detailed on our website prior to, “Selecting Seats”, to ensure customers are made aware. Regrettably, there are times that we are unable to honor the special request and assign seats due to restrictions placed on a reservation by an airline.In addition, Mrs.’s booked an Economy fare therefore she can only be assigned seats upon check-in; the airline schedule change did not directly affect her seating assignment.The following link below provides a clear understanding of the ***s policy. ***s (Seating) Terms and Conditions:https://www.aa.com/i18n/travel-info/experience/seats/main-cabin.jspMrs.s may contact ***s directly at the following *** at any time and occasionally, the airline will assign seats in advance; however a majority of the time, the airline will advise customers that they need to wait until the day of departure.While we regret Mrs.’s experience was not as we would have hoped, and any subsequent inconvenience caused, due to the information provided above Expedia is unable to honor her compensation request. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, Melanie A Corporate Correspondence Team
I was charged twice for one trip. I never received e-mail confirmation on the first trip. I went online to my cart and the first booking was not there. When I called expedia I was told to book another trip. I did so and now they are charging me twice. When I received the bill from my credit card both trips were there. I then called expedia to find out what happened after an hour or so of telling them I never received email on the first trip the person said he could not find the charges. I went to the rental car company and the said I had one charge. Received a copy of it and sent it to my credit card company. that part is taken care of. The airlines company said since I went through expedia I had to deal with them. I had tried as I previously stated. Expedia has not removed the charges and my credit card is not allowing me credit on the trip I never received confirmation for. I have tried to resolve this with little luck.
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 Mrs. *** Revdex.com case number *** regarding being refunded for $512.20.Our records indicate on June 14, 2019 – Mr. *** or an authorized user of the Expedia account purchased two round trip flights on *** departing on June 24, 2019 from Redmond, OR to Charleston, WV and returning July 1, 2019; along with a *** rental car NV via itinerary ***. A confirmation email was emailed on June 14, 2019, it was opened on June 14, 2019 and reviewed twice.Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on June16, 2019, Mrs. called in to confirm the seats on the flight from Raleigh Durham, NC to Chicago, IL on June 24, 2019. Our representative advised that the seats have additional fees. The call was disconnected, our representative called Mrs. back but the line was busy. On June 19, 2019, Mrs. called in again and wanted to request seats. Our representative accessed *** website and their site advised there was no advance seats selection, seats would be distributed at the airport. Our representative advised Mrs. and assured her that she will have a flight. On July 2, 2019, Mrs. advised about duplicate charges $512.20 twice on June 5, 2019 and $273.49 on June 5, 2019 and $1496.76 on June 14, 2019. Our representative checked the itinerary and $1496.76 was a valid charge. Mrs. was able to use the flight. Mrs. advised she called in and spoke with an agent to confirm the charges and was assured that there is no other reservation. Our representative called United. United advised the traveler can file a claim at *** but there are no guarantees. On July 3, 2019, Expedia contacted United and they advised that the flight was too far passed and suggested that the traveler contact *** Customer Service Department in regards to a duplicate charge. From September 27, 2019 through October 4, 2019, there were numerous occasions that Expedia emailed Mrs. advising we require a copy of her bank statement showing the duplicate charges. Mrs. replied but never emailed a copy of her bank statement. Mrs. last email on October 4, 2019, advised she has filed a dispute with her credit card company.After further review on October 8, 2019, Expedia called Mrs. and advised based on the email she sent to Expedia on October 4, 2019; advising she has filed a dispute with her credit card company the Revdex.com complaint is being closed. Advised the credit card company has precedence over this matter. Suggested if she does not receive a refund from the credit card company she can then file another Revdex.com complaint.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
In addition, at the time of completing his booking on our website, Mr. *** agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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 we are not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team