On July 31, I booked a car through Expedia using my credit card ***, and reservations was created under *** ( my brother). I rented the car for the price of $490.50, see proof of credit card statement attached. On August 19 I picked up my rental and returned it on August 28. When I returned the car, I got a recepit that the car came out to be $170. I called expedia to get a refund of $320.50 they told me once the card is charged they cant refund me. So what happen to the $320? why are they keeping it when I have proof I should have only been charged $320. They are robbing the people blind and getting away with it
Expedia.com Response
• Sep 22, 2019
September 22, 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 vehicle. We understand *** is requesting a refund.
Our records indicate on July 30, 2019, ***, or a person authorized for the Expedia account, booked a package for four passengers, including combined one way flights traveling from the New York metropolitan area to Orlando, FL, departing with *** on August 19, 2019, returning with *** on August 28, 2019, a standard SUV with *** and flight cancelation coverage.
The Standard SUV reservation was prepaid and included in the price of the package for the standard base rate, plus tax, for pick up in Orlando, FL, at 6:45 PM on August 19, 2019 and drop off at 12:15 PM on August 28, 2019.
We contacted the car rental agency on behalf of the customer. They advised that there were additional charges billed directly by *** for an upgrade to the vehicle at pick up and optional fuel services. The car rental agency advised that they did not re-bill the base rate and taxes of the rental that had already been prepaid.
We are not able to compensate the customer for optional services or upgrades made at the time of rental.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Expedia.com Response
• Sep 25, 2019
September 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
The optional service charges that the customer paid for were for items and services provided by, and billed by ***, not Expedia. Expedia is not able to provide a refund for items and services purchased with a different company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Sep 26, 2019
I want the refund out of the 490, they over chargrd me. There should be an investigation on Expedia. I will take this hire up for them to be investigated for what they doing
I booked a room through Expedia.com and was charged by Expedia. The hotel then charged me for the same room. I paid two times for 1 hotel stay, 1 night.
Both Expedia.com and the hotel refused to refund 1 payment.
Expedia.com Response
• Sep 22, 2019
September 22, 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 31, 2019, ***, or a person authorized for the Expedia account, booked a one night stay with the *** Jeffersonville I-71, for check in on August 31, 2019.
The reservation was a prepaid booking. The terms and conditions advised that the rate and reservation was nonrefundable with no changes allowed.
Our customer contacted us post stay and advised that the hotel had also billed them for the reservation during the time of the stay. We contacted the hotel multiple times and were able to confirm that the hotel did bill directly for the hotel stay.
A refund was processed to the original form of payment for the reservation on September 19, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Sep 23, 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.
WISH I COULD LEAVE ZERO STARS! Reserved a room at hotel and only room available had two queen beds which isn't what we wanted. When we arrived at the hotel there was a room with one queen available that was ten dollars cheaper. The hotel staff said we would have to contact Expedia to receive our refund. When we contacted Expedia the man that answered the phone (difficult to understand due to accent) stated that they needed to contact the hotel to confirm changes to give us our refund. Within just a few minutes of being on hold, the Expedia rep said he tried to call the hotel five times and no one answered. He stated someone else would contact us by email after they spoke with the hotel. I received an email after about an hour, however Expedia stated that the hotel refused to give us a refund because we already used our reservation. I called the hotel (who answered immediately) and was told the manager spoke to them and would call me back. The hotel manager called us back within the hour. The hotel manager informed us that expedia only asked if we used our reservation, and did not ask anything about room refunds. The manager then stated they would reimburse Expedia (with money the hotel never received) so Expedia could reimburse us. l told the hotel manager I did not want her to do that as the hotel was never paid that money, we would most likely never receive it from Expedia, and this was an issue of integrity. WE WILL NEVER USE EXPEDIA AGAIN!! Revdex.com PLEASE REMOVE YOUR A+ RATING.....
On June 23, 2019 I purchased a set of tickets for my parents to attend my wedding in Nigeria. After purchasing the tickets using Expedia's dropdown menu that populated my parents name and required travel information, I realized that my mother's ticket had my father's first name; however, all other information was correct.
I contacted Expedia about the matter informing them that my mother's first name needed to be changed. I spent more tens hours on the phone trying to resolve this matter. I was told that while they are working on this matter I had the option on canceling the ticket and rebooking the flight. I explained to the agent that I had two problems with that option the ticket prices had increased and I could not find my credit card to repurchase the ticket in all the rush of wedding preparation. I filed a change of name request for the ticket and waited for follow-up.
I made several calls to Expedia and *** over the week many of which lasted for hours and engaged in pointless conversations that did not resolve the matter. Eventually, I had to rebook my mother's ticket with another company and requested refund Expedia. I was told my money would not be refund because the time had past for refund; however, I was informed by Expedia that they were researching the matter which I did not receive a final outcome.
This matter caused additional stress, pain, and expenses to my wedding.
Expedia.com Response
• Sep 20, 2019
September 20, 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 *** requesting a refund of $1912.00.
Our records indicate on June 23, 2019, Ms.-*** or an authorized user of the Expedia account purchased a round trip flight departing on July 2, 2019 from Atlanta, GA, USA to Abuja, Nigeria and returning on July 9, 2019 from Abuja, Nigeria to Atlanta, GA, USA; along with the Flight Protection Plan via ***. A confirmation email was sent to the email address on file, it was first opened on June 23, 2019 and reviewed four times. Ms.-*** called in to correct the name on the ticket to ***, date of birth ***. Our representative offered to cancel, void and rebook but Ms.-*** refused as the rate was higher. Our representative contacted the name change department and was advised the best option was to cancel, void and rebook (not guaranteed if a name change is permitted by airline). Ms.-*** asked for a supervisor; the call was escalated and Ms.-*** mentioned she was being transferred to the corporate office and the call got disconnected. She is trying to change the name on the ticket to ***. The call was taken over by a supervisor who noted, that Ms.-*** was claiming a site error since she booked a trip her mom and her dad separately. The ticket for her mom has her father’s name. Our representative checked and the date of birth is correct but the name is incorrect. There was no response on the call and our representative gave three warnings and disconnected the call. The representative called Ms.-*** back but call went to voice mail.
Upon receipt of Ms.-*** complaint, we investigated the issues which were brought to our attention. We can confirm on June 24, 2019, Ms.-*** call was escalated; she was calling to check if it was a web error or not and if it is followed up by our Customer Service representative. The correct name should be ***. Our system was down and our representative could not view the case history. Ms.-*** was advised that she would be called back within an hour. On June 26, 2019, Ms.-*** called in needing a name correction, she advised there was a site error as the site changed the name to ***. Our representative reviewed our back office system and was able to verify Ms.-*** selected the name from the drop down menu. Our representative advised Ms.-*** that the normal policy applies to the ticket. On June 30, 2019, Ms.-*** called to cancel the ticket and wants a refund. Our representative advised that ticket was non refundable. Ms.-*** contacted Expedia to correct the name and the representative who received the call offered to cancel and rebook but she refused. Ms.-*** proceeded with name change instead and expected a callback within 5 hours. But the call never happened. The call was escalated and the representative noted the airline is not honoring the name correction. Our back office system shows that the passenger name was selected from the drop down. Ms.-*** requested a full refund. Our representative contacted our Lead Line for a consult. The Lead line offered to void the tickets so Ms.-*** could get a full refund and she declined. On September 15, 2019, Ms.-*** called in wanting an email which stated that changing name was not permitted by the airline. The following was emailed to Ms.-***, “We are sending this email to inform you that the policy of your ticket with *** states that name change is not permitted. “
After further review on September 20, 2019, Expedia reviewed the confirmation itinerary, notes, cases and the airline system. The reservation was created with the name ***, we offered Ms.-*** to cancel and void the ticket and she denied because the rate had increased. All of our request with regard to changing the name were denied by the airline. Expedia was able to verify that it was not an error on Expedia’s behalf. Expedia reviewed the Expedia account and the associated travelers information list *** as a traveler.
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.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the 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
Tell us why here...
Customer Response
• Sep 25, 2019
Complaint: ***
I am rejecting this response because:
I requested a name change on my parent ticket to my wedding and never a written response until September 15, 2019.
Instead of working to resolve matters regarding the name change Expedia forced the issue of cancellation and acknowledged that they would not be able to refund the funds to my credit card to repurchase the ticket until 5-7 business days later.
Expedia's delays in returning the funds to repurchase the ticket created hardship and as such my only option was to request a name change.
Expedia offered a name correction option for my ticket; however, they did not make any real attempts to make this correction (see attachment). The *** outlined that Expedia had the option to make this correction.
Expedia was fully aware that my mother's and father's information in their system is different. My mother's date of birth, gender and last name is correct on her ticket. The dropdown which Expedia admitted that I used has her correct first name (see attachment).
At last minute to ensure that my mother attends my wedding, I had to cancel some events of my wedding and repurchase a ticket for my mother to attend.
I need my money back from Expedia who created emotional stress and changed my wedding events
Expedia owes me a full refund for a reservation that was cancelled. The hotel said they have called Expedia 9 times and approved the refund. I did not stay at this hotel. The hotel agreed to cancel it with no penalty
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
Expedia.com Response
• Sep 19, 2019
September 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. Our records indicate that on August 25, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel accommodation was with The ***, Santa Monica, CA, for a check in on September 8, 2019, and a check out on September 9, 2019. We understand that Mrs. is requesting a full refund since it was cancelled due to an invalid transaction. We verified that on September 19, 2019, Mrs. reservation is currently under review by our specialized department that verifies the validity of transactions. Regrettably, Mrs. transaction could not be verified Expedia was then forced to cancel her booking. We contacted our specialized department handling her case she will be contacted via email at the following address: ***@gmail.com to discuss her transaction and to provide a resolution. 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, Expedia’s Terms of Use, which were agreed to by Mrs. 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 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,Melanie ACorporate Correspondence Team
Expedia.com Response
• Sep 23, 2019
September 23, 2019Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *-*** Dear Revdex.com,Thank you for your reply. We regret to hear that Mrs. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand that Mrs. is requesting a full refund her booking was cancelled as an invalid transaction. As of September 23, 2019, Mrs. reservation is under review by our specialized department that verifies the validity of transactions. Furthermore, we again contacted our specialized department handling her case via email.We recommend that Mrs. access her personal inbox at the following address: ***@gmail.com to reply to our specialized departments email discussing her transaction in order for her to obtain a resolution.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 ACorporate Correspondence Team
Customer Response
• Sep 24, 2019
Complaint: ***
I am rejecting this response because: this issue has been going on for 30 days now!!! 30 days!!!! You have told me over 10 times that this “specialized team” will email me about a resolution. Well NOT ONE time have they attempted to email me at all in this past month . 30 days of dealing with this is to long enough. They need to refund me immediately !
Expedia added $20,00 of hotel Cancellation insurance to my booking *** for a same-day hotel booking. Obviously I did not want this. Their *** App added it without warning and did not indicate it would be added until I received the bill. I contacted Expedia within minutes and they refused to take it off. They basically took my $20 for unnecessary insurance (since I’m not going to cancel a booking when I am headed immediately to the hotel) and then refused to return it. That is not right.
Expedia.com Response
• Sep 19, 2019
September 19, 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 *** requesting a refund of $20.00. Our records indicate on September 13, 2019, Mr. or an authorized user of the Expedia account booked a two night hotel reservation at the ***, arriving on September 14, 2019 and checking out on September 16, 2019; along with Hotel Booking Protection Plus via ***. Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 14, 2019 Mr. called in and claims he did not choose the insurance option on his reservation. Our representative advised Mr. to directly coordinate with TravelGuard and gave him their terms and conditions and contact number. Mr. was unresponsive on the call and our agent ended the call without calling Mr. back. After further review on September 19, 2019, Expedia reviewed the reservation, the notes on the account and decided to issue a $20.00 refund as a one-time courtesy. The refund will appear on the card originally charged within three to seven business days. A refund receipt has also be emailed to the email address on file. Please know that this refund 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. 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 19, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I paid Expedia $830 to rent an elite premium car through *** for our vacation to San Francisco for Labor Day weekend. It was supposed to be a *** or similar car. I paid online with my *** debit card. I also paid an additional $60 for insurance on the vehicle. After the transaction went through I got my confirmation from Expedia and it said I needed to present a driver's license and credit card upon picking up car. I do not have a credit card. I have rented cars previously with debit card giving a deposit. I called *** customer service line and asked whether it would be a problem and they said no. When I got to *** they refused to give me the elite car without the credit card. I offered a deposit but they said no. I offered to have my husband call his credit card over the phone but they refused unless he came in person. My husband was at work and wasnt able to leave and drive 2 hours to their location. The manager said they would only rent me a standard car like a *** with my debit card. I told them we didn't pay $830 for a standard car. They told me to contact Expedia to get my money back. I filed a complaint with Expedia to get my money back. They gave me the run around for 2 weeks. Told me *** was keeping $611 as a "no show" fee. I showed proof that I had shown up but *** refused to give me the car I had paid for. They said it was *** policy to require credit card for elite cars and they couldn't give me my money back. So it's ok for Expedia to take my money with a debit card an then not honor my purchase unless I have a credit card just because their vendor requires it.
Expedia.com Response
• Sep 20, 2019
September 20, 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 *** requesting a refund of $611.00.
Our records indicate on August 22, 2019, Mrs. or an authorized user of the Expedia account booked a five day rental car with *** picking up on August 29, 2019 and returning on September 3, 2019, along with the Collision Damage Plan via ***.
Upon receipt of Mrs.’s complaint, we investigated the issues which were brought to our attention. We can confirm from August 30, 2019 through September 8, 2019, multiple email were communicated between Expedia and Mrs.. Expedia emailed Mrs. advising we were trying to communicate with *** regarding the cancellation of the reservation and a refund. Expedia emailed Mrs. on September 4, 2019 advising Expedia issued a refund of $219.96 and that *** was charging a no show penalty of $611.00. Mrs. emailed her disapproval and expressed that she feels she is entitled to a full refund. Expedia emailed Mrs. the following response from Enterprise, “We are sending this email to inform you that we have advocated your concern to the provider. We are sorry to inform you that due to their policy regarding your request, refund has been denied. Expedia are subject to their policy and we cannot refund the amount without their authorization. We were advised that they have allowed you 12 hours to pick up the car but you never showed up so you were tagged as no show and they have charged a no show fee amount of $611.00 and $219.96 has been refunded to you. However, the remaining amount was collected by the car company and for that, we are not able to process it back to you without their authorization.” Mrs. expressed her disapproval and emailed a parking receipt showing she was the time frame she was at the airport, she stated *** never gave her 12 hours to pick up the car. Expedia sent an email advising a refund had been issued for the Collision Damage Plan in the amount of $60.00. On September 1, 2019, Mrs. communicated with our Social Media Team and advised that she wanted to cancel her reservation because she was told by *** Customer Service that no credit card was needed for the deposit. Upon arrival she was unable to get the car because they required a credit card that she did not have one. Our representative tried to call *** but they were closed.
After further review on September 20, 2019, Expedia contacted *** and they authorized a refund of the remaining $611.00 for the reservation. Expedia issued the refund to the original card that was charged and the refund should appear in three to seven business days. A refund receipt has been emailed to the email address on file.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers.
In addition, at the time of completing her booking on our website, Mrs. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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...
Customer Response
• Sep 20, 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.
A flight cancellation forced me to buy 4 one way tickets back home. The airline then proceeded to change my initial tickets to the same flight number as the new tickets I had bought. When I contacted Expedia (08/27/19) about a refund I spent 2.5 hours on the phone for the customer service representative to tell me it will take 72 hours to figure out whom is at fault the airline or Expedia... Since then I have not received an email or phone call regarding the situation. When I called today (09/13/19) The same representative was clueless as to what was going on, nothing noted or on file about the refund. I was told about a refund that I received months prior and then issued an email.
Expedia.com Response
• Sep 19, 2019
September 19, 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 Mr. *** (Revdex.com case number ***) regarding a flight reservation. On February 6, 2019, Mr., or an authorized user of the Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel was with *** scheduled to depart from Seattle, WA, on March 19, 2019 to Chiang Mai, Thailand, and returning on June 26, 2019, for a total of $2226.49. The flight reservation includes a Travel Protection Plan, administered by Travel guard for, $144.00.Our records show on June 22, 2019, Expedia sent an email to the following address: Danial.***@gmail.com in order to provide Mr. with *** Airlines adjustmentsto his returning flight, scheduled for June 26, 2019.Expedia sent the detailed email as written below:OPTION 1:RefundIf you’d prefer to discuss these options further, please call us at 1-877-787-7145 Toll Free or 1-404-728-8787 call Collect - we are available 24 hours 7 days a week.Kindly note that any further changes will be considered a voluntary change and will be subject to the airline change penalty as outlined in their fare rules.Thank you for your immediate attention to this matter.Yours sincerely,The Expedia Travel TeamTherefore, on June 22, 2019, Mr., or an authorized user of the Expedia account, self-booked a flight reservation using Expedia’s mobile site, under itinerary ***. Travel was with *** scheduled to depart from Chiang Mai, Thailand, on June 26, 2019 to Seattle, WA, for a total of $3100.40. The flight reservation includes a Travel Protection Plan, administered by Travel guard for, $200.00. We understand that Mr. is requesting a full refund on this particular reservation, as he was able to fully use his original flight, booked on February 6, 2019.On June 28, 2019, Mr. contacted Expedia to request a refund of the *** flight scheduled to depart from Chiang Mai, Thailand, on June 26, 2019 to Seattle, WA. Furthermore, we contacted *** to advocate on the customers behalf by requesting a full refund, without penalties’. *** being the merchant of record (the entity that receives the funds and the company that charged Mr.’s credit card) processed a refund of, $2296.14 declining Expedia’s full refund request of $3100.40, citing their rules and restrictions.
*** restrictions and Expedia’s Terms of Use which was agreed to by Mr. at the time of booking, expressly states:*** Flight Terms:CHARGE THB 7000 FOR REFUND.NOTE -1- CHILD/INFANT DISCOUNT MAY APPLY-PLZ REF TO CAT.19 CHILD/INFANT DISCOUNTThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Nonetheless, On September 16, 2019, Mr. contacted Expedia stating that we confirmed on June 28, 2019, a full refund of $3100.40, without penalties. In reviewing verifiable call recordings Expedia has firmly established that Mr. was informed by Expedia that penalty fees will be applied. The time it takes for the $2296.14, to post to the customer’s account depends upon how quickly his bank processes refunds generally within eight weeks.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 ACorporate Correspondence Team
Customer Response
• Sep 20, 2019
I’ve attached screenshots of the emails from the Expedia representatives after they said they investigated a call from August 27 when I was told about the refund amount being $3300.00 the representative on the phone September 16 told me they’ll investigate and notify me in 24 to 48 hours. Less than an hour later I receive the email stating the listen to the call (2.5 hours) and said the representative told me about the fees so they wouldn’t honor the waiving the refund fees.
Expedia.com Response
• Sep 26, 2019
September 26, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for your reply. We regret to hear that Mr. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
On September 26, 2019, Expedia verified that under itinerary ***, Mr. flight reflected (used) since it wasn’t cancelled prior to its departure. Hence, on August 27, 2019, Expedia contacted, “***”, to advocate on the customers behalf considering the flight remained active. *** the merchant of record (the entity that received the funds and the company that charged Mr.’s credit card) agreed to refund minus their penalty fees per passenger.
Furthermore, the (Revdex.com) attachment provided by Mr. supports our call verification as call details were sent to him via email. As for the $200.00, it was charged for the non-refundable protection plan, administered by, “Travel Guard”. Moreover, the time it takes for the $2296.14, to post to the customer’s account depends upon how quickly his bank processes refunds generally within eight weeks.
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.
We booked a 7-day Caribbean cruise trip with Expedia. It's to sail on *** on November 27. I paid $700 deposit for the two cabins ($350 each) and was told that both Expedia and ***n line would honor any price drop before the final payment due date. Of course, the price dropped from $2768 to $1952 each cabin before the final payment due date. That's a 816*2=$1632 price drop. I called Expedia and they were surprised about the price drop and reached out to *** on my behalf. The cruise line wasn't willing to honor the new price. They offered to upgrade me but even the upgraded room was only selling at 2072 per cabin. I ended up cancelling the cabins because I read the recent reviews about veendam and they are horrendous, which probably explained the price drop. Some complain about how dirty and outdated the ship is and some complain about finding hair and dust bunnies in the restaurants. We feel that we shouldn't be responsible for any of the cancellation fees due to the deceiving selling practice of Expedia. The customer representative didn't mention at all this is non-refundable deposit and I didn't see that information in any steps of our booking either. We seek a full refund from Expedia/***.
Expedia.com Response
• Sep 18, 2019
September 18, 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 *** requesting a refund for $700.00.
Our records indicate on July 7, 2019, two cruises were booked departing on November 27, 2019 through December 4, 2019, from Fort Lauderdale, Florida - At Sea, At Sea - Amber Cove, Dominican Republic - San Juan, Puerto Rico - St. Thomas, US Virgin Islands - At Sea, At Sea - Half Moon Cay, Bahamas - Fort Lauderdale, Florida via *** and ***.Ms. called in and advised that the cruise line did not honor the price drop. Instead they offered an upgrade to a different room.
After researching the ship Ms. decided to cancel the cruise. When the cruise was cancelled she was charged the $350.00 per itinerary penalty. Ms. states she was not advised of the non-refundable deposit by the booking agent. Ms. would like to receive her cancellation penalty back as a refund due to the misrepresentation of Expedia’s selling practice.
Based on our review of the notations on the reservation, multiple agents attempted to contact the cruise line to inquire on a price drop. The cruise line offered a cabin upgrade to a subcategory Vista Suite BC; along with additional perks such as beverage card $50 per person and specialty dinning (per person). Ms. refused the upgrade as the cabin cost was $2074.00 online. The cruise line advised with the additional perks it makes up the difference that Ms. was viewing online. Ms. then cancelled the cruise and received penalty of $350 per booking. Ms. states agent did not advise of non-refundable deposit. Per the invoice confirmation with the promotions attached it shows under the description that the deposit is nonrefundable.
The following Promotion appeared on the confirmation itinerary:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above Expedia is 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 TeamTell us why here...
Customer Response
• Sep 18, 2019
Complaint: ***
I am rejecting this response because: The expedia agent should have informed us that the deposit is non-refundable instead of misleading us into believing that we could use the deposit towards any cabins later on. Also, the agent misled us into believing that cruise line would honor a price adjustment. The perks *** offered were no way near the $700 drop in price.
I booked a flight through Expedia yesterday which was September 12 th. Within a couple hours I had to cancel that it was a special deal but I bought insurance to cover it just in case something happened and it did I had to cancel for personal and health problems and that was in the 24 hour window which is what they say on their voicemail and they refused. I’ve talk to him four times and the amount of money came out of my account already today but the last person that I talk to said it was Be put back into my account in four days that I don’t think will happen because three people have told me no and it’s because of the special deal but why would they give me the option of insurance if it wasn’t possible to get my money back. So I’m filing anyway because I’ve been through hell and back the last 24 hours trying to get my money back into my account and my account says that they already took it out so that’s where I’m at so I hope you can help
Expedia.com Response
• Sep 26, 2019
Hello, this customer is not a customer of my travel agency. She may have booked through Expedia.com. I own the ***.
Customer Response
• Oct 02, 2019
: I don’t know who this is but it’s been resolved it was resolved last week I sent an agreement because I did get my money back and I had the wrong company anyway it was Expedia but it was not that particular one so it’s been resolved so don’t send me an...
On March 1, 2019 I paid for a car rental in Sicily thru a package deal by Expedia. Of the $2200, about $850 covered a car rental for 35 days and collision coverage. When I arrived at the car rental company counter (***) they had my reservation, but did not have a car. They apologized but could not offer me anything. No car at all. They said I would get a refund. I had to find another car agency and wound up renting from *** at a cost of $1800. I texted Expedia the next day and explained what happened and that when I returned to the USA on 9/6 I would have telephone access and ask for the refund. On 9/6 I did just that and Expedia said it was ***'s policy not to issue refunds. No explanation. End of story.
Expedia.com Response
• Sep 18, 2019
September 18, 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 his request for a refund of $828.40.
Our records indicate March 1, 2019, Mr. or an authorized user of the Expedia account booked a package reservation that had a roundtrip flight on Alitalia, departing July 31, 2019 from Los Angeles, CA, USA to Palermo, Italy returning September 5, 2019 from Palermo, Italy to Los Angeles, CA, USA; along with a 35 day car rental with ***; Flight Protection Plan and the Collision Damage Plan, via itinerary ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on August 2, 2019, Mr. communicated with our Social Media Team advising the car rental company did not honored the car reservation. Mr. says he will call back in September when he returns. On September 10, 2019, Mr. called in to advise about the car rental he advised that *** didn't provide him with a car. Our representative called the office and they were closed. The representative assigned the case offline and advised customer that he would be contacted back. On September 12, 2019, Mr. called in regarding the refund. He advised that he’d received an email from Expedia advising the refund had been denied. Our representative called *** and the office was closed
After further review on Expedia reviewed the details of the itinerary, the notes on the account and the confirmation itinerary. Called *** and they advised the reservation was refunded in full on September 5, 2019. They were not able to advised the last four digits of the card due to the security policy. Mr. should receive the refund within the next billing cycle on the credit/debit card he originally used when making the reservation. Expedia has issued a refund for the Collision Damage Plane in the amount of $396.00. The refund was issued to card ending 5436 and a refund receipt was emailed the email address on filed. Nonetheless, Expedia also issued a $100 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.
In addition , at the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 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...
Customer Response
• Nov 21, 2019
It was my understanding that EXPEDIA resolved this matter and agreed to reimburse me $828.00 + approx. $396.00
I did receive the $396.00 credit but not the $828.00
My credit card, which held $850 on dispute was reissued on November 18th.
I have not received a credit from EXPEDIA for the $828.
PLEASE REOPEN THIS COMPLAIN.
Expedia.com Response
• Nov 22, 2019
November 22, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr.’s complaint regarding his refund request of $828.00.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. On November 22, 2019, Mr. called in requesting a refund. Our representative reviewed the previous documentation on the account and determined that he was supposed to get a refund for the reservation. He did not get the refund because the credit card had expired. He advised the card is now valid, our representative updated the card and processed the refund for $828.40.
After further review on November 22, 2019, Expedia was able to verify the refund was issued for $828.40 on November 22, 2019 to MasterCard ending ***. A refund receipt was emailed to the email address pm file. The refund will be received within three to seven business days.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
About 3 months ago I booked an all inclusive trip to Cancun Mexico for Feb. 12 to the 18th 2020 flying from out of San Francisco. I booked two rooms for five nights with a total of eight passengers flying. The flights I booked were direct 6 to 7 hour flights both ways. I received an E-mail yesterday informing me that there has been a change to our flights. I then called expedia customer service and was informed that our flights were now going to be over twenty hours long both ways with multiple stops and a seven hour layover both ways. This will not work for our schedule as we do not wish to spend two whole days of a five day vacation in the airports. I was on the phone with the customer service rep. for a little over an hour the first time and was ultimately hung up on with no resolve. The second call was almost exactly the same, an hour of being on hold and listening to the rep. tell me there was nothing they can do except maybe get me a refund for the flights but I cannot get a refund for the resort so I would have to lose five thousand dollars. I asked every possible question I could trying to remedy this to no avail. Then hung up on again. Day two on the phone again for another hour. Was informed I could get my refund for the flights and rebook new flights at a cost of a little over two thousand more dollars. I asked them how they could sell me something and then change what I purchased. No response. I opted for the refund for the flights. After the rep. processed the refund she informed me that it will be eight weeks before I get my money back. So here I am out about ten thousand dollars total and no flight to our planned, booked and paid for vacation. I was also informed during this headache that I would probably end up having to call and try and negotiate my own refund directly as that is company policy.
Expedia.com Response
• Sep 18, 2019
September 18, 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 his request for a refund of $9000.00.
Our records indicate March 1, 2019 – An Expedia representative booked two package reservations for four people that consisted of a roundtrip flight on *** departing February 12, 2020, from San Francisco, CA, USA to Cancun, Quintana Roo, Mexico returning February 18, 2020 from Cancun, Quintana Roo, Mexico Cancun, Quintana Roo, Mexico to San Francisco, CA, USA; along with a five night hotel stay at *** - *** and the *** Mexico for one traveler via itinerary *** and ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on September 11, 2019, Expedia emailed Mr. advising a schedule has taken place and asked that he contact Expedia. Mr. called in wanting to cancel the hotel. Our representative contacted the hotel and they advised the dates can be changed but the we must keep the number of nights, same travelers with same names and the same policy will apply. On September 12, 2019, Mr. called to cancel his flights because of the airline schedule change. Our representative documented the schedule change was initiated by *** and transferred Mr. to the schedule change department. The refund was processed for $424.60 per ticket on itinerary *** and ***, for a total of $3396.80. The representative also processed a refund for the transfers in the amount of $44.00 each for a total of $88.00. The total refund amount is $3484.80.
After further review on September 17, 2019, Expedia reviewed the details of the itinerary, the notes on the account and the confirmation itinerary. The flights were all cancelled on September 12, 2019 and *** has the tickets in a refund status. The hotel is willing to change the dates for the same number of nights and same traveler’s but will not authorize a refund since the hotel reservation was originally non-refundableThe *** - All Inclusive cancellation and change policy appeared on the confirmation itinerary as follows:
*SUPPORTING DOCUMENTS REDACTED BY Revdex.com*
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above Expedia is not able to honor Mr. request for a full refund. Mr. hotel cannot be cancelled, it can only be changed per the ***. Mr. should contact our Customer Service Department at *** if he is interested in changing the dates. 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
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Customer Response
• Sep 18, 2019
Complaint: ***
I am rejecting this response because: I still have no flight plan for our trip and have not been offered any compensation or alternative. I was sold direct flights as part of the package and that is all I am asking for.
I had a possible fraudulent charge on my work's travel credit card. All my bank statement said was that the charge was from expedia.com. I called twice last week and just kept getting that I had to have an itinerary number or email associated with my expedia account. I explained over and over again that I don't have an expedia account, since I didn't book the travel I would not have an itinerary number. They told me to look into my account and I would be able to tell where the charge is from... It got to the point I just had to hangup. I tried their email service for contact us. I did this twice and it was a HUGE waste of time and took over 24 hours for them to respond to one email with non useful responses. They also asked at least twice for itinerary numbers and account info. I kept saying that I needed more useful responses and better response times since this is possibly a $987 fraudulent charge on my Credit card! I did not want to cancel my card since the entire company uses it for travel and I would be without one for 2 days. I finally thought that I was getting somewhere when the last email I received said that they saw the charge came from "Travel reservation agency" and recommended I called them and gave me a number. I called this number and it was to *** and they had no idea why we would have been given that number... I called expedia again furious. The gentleman on the phone, who stated his name was John, got an earful about everything I had been through in the past week. He tried his best not to ask any of the repetitive questions that I had been asked over and over. He took it upon himself to run my phone number that I had called in with. He stated that I don't have anything affiliated with expedia but my number came up for ***. I told him that I didn't know what that was either but he was very polite and helpful and transferred me directly to them. Once on the phone with someone at ***, they explained to me that they are a service used for conferences and events when booking lodging. This took us to looking into anything we may have sent my people to and then onto where the charge was from.
All in all, I will never have an expedia account. That was the worst experience I have ever had with a travel site. Customer Service rep John who took at call from a 319 area code number between 3:30-4pm central time, deserves a raise!
We booked a vacation package on the phone with Kylie for $2,067.15. As a part of the process, I spelled mine and my husband's names letter by letter and she read them back to me letter by letter using the military phonetic alphabet chart. As soon as I hung up, I checked our email & noticed my husband's name was incorrect. I immediately called back & Pom transferred me to her supervisor Dominik. He put me on hold while he was going to get the airlines to correct my husband's name. He then advised me the airlines would not authorize the change & said they could cancel our reservation & rebook it but would only refund us $855.53. We advised him that was unacceptable & we weren't going to pay for their mistake. We also advised Dominik that we weren't interested in a refund but that we wanted my husband's name corrected so there would be no problems with Customs. He transferred us to Janie, his supervisor. She told us the reason they could not refund the full amount was that the airlines had raised their prices between the time our package was booked and when I called to advise them of the problem. I called them two minutes after I hung up with Kylie. My phone lot confirms this. Janie advised us she would request a copy of my conversation with Kylie and if she were responsible for the mistake, we would be refunded the entire amount. We were told this could take up to 72 hours & were given an case number. Upon hanging up, we went on the Expedia site & searched our exact package and the price had not changed. I took a snapshot of the page that showed the exact package & the total amount. At the top of the snapshot is the time of my search and my phone log confirms I had hung up with Janie 7 minutes earlier. It appears her assertion that the airlines had raised their prices was incorrect. Everyone makes mistakes (& it is easy to see how this could happen-the B is to the right of the V on keyboards) & I will be happy if they simply correct my husband's name.
Expedia.com Response
• Sep 16, 2019
September 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her package reservation. We understand
Ms. is requesting a name correction of her husband’s name of passenger ***. should be ***.
Our records indicate that on September 10, 2019, Ms. or an authorized user of her Expedia account self-booked a package using Expedia’s website, under itinerary *** with ***
Airways and *** a return on *** on October 16, 2019 and returning on October 22, 2019, with stay at the ***. The total cost was $2,067.15.
Upon review, on September 13, 2019, we located the call and verified that the agent repeated the name phonetically back to the customer as the letter B as in bravo and the customer agreed. When the
customer called back to request a name correction, we offered a courtesy cancellation, as per policy, we could not correct the name due to the multiple airline carriers on her reservation. We provided an
option for the customer to cancel with a full refund and rebook however, the customer declined and preferred to place an investigation to locate the call recording with 72-hours.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we will honor a full refund so that the customer can rebook. If the customer
approves to cancel, a refund typically takes between 7-10 business days to process back to their financial institution. As far as a name correction, we must adhere to the policy of the airlines.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Sep 16, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
However this could have been resolved the night I initially booked the reservation but they did not actually offer us a FULL refund. They offered us only $855.53. If they had offered us a full refund that might, we would have rebooked immediately and would not have incurred any additional cost.
Sincerely
The voucher said "you will receive an email from *** with the attached tickets. THE PRESENT DOCUMENT WILL NOT ALLOW YOU ACCESS TO THE PISA TOWER.".
However I never received my tickets from ***. On the day of the event, i.e. 08/25/2019, I called the service provider and told them that I had not received my ticket. They reissued the tickets but by the time I received the tickets from them, the time had passed and the security at the tower at PISA did not let us use the tickets as the tickets had expired.
On the day of the event when I tried to search for my tickets using the ***, I didn't find my tickets in my inbox. The tickets we received from the vendor were from *** and not *** as mentioned in the voucher.
Hence due to the incorrect information on the voucher and the time it took to call the vendor and get the tickets reissued, the time had passed and the tickets expired.
My family had to wait for another 2.5 hours to get the next available slot booked.
Expedia.com Response
• Sep 16, 2019
September 16, 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 *** requesting a refund and expenses for two and a half hours of waiting for the next available time slot.
Our records indicate on July 27, 2019, Ms. or an authorized user of the Expedia account booked three tickets to the *** for August 25, 2019 via itinerary number ***. A confirmation email was emailed to the email address on file on July 27, 2019, it was opened or reviewed on August 25, 2019.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 4, 2019, Ms. called in requesting a refund. Ms. advised that Expedia sent an e mail with the wrong instructions and when they arrived at the towers, they had to purchase new tickets. Expedia emailed the vendor trying to verify if the vouchers had been used; there has not been a response to that email as of September 16, 2019.
After further review on September 16, 2019, Expedia reviewed the reservation, the notes on the account, the email and the confirmation itinerary. The confirmation email states the customer should expect an email from ***. Reviewing the emails sent to the customer we were not able to verify an email was sent after the reservation was created. Expedia has issued a refund for $73.74 for the cost of the tickets, the refund will appear within three to seven business days. In addition, we have also applied a $100 voucher to her Expedia account. 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 Ms. as a customer. We want to encourage her to continue using Expedia for her future travel needs.
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
• Sep 18, 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 booked the *** by *** via Expedia in early June. When we arrived for our reservation after a 10 hour flight from Europe on August 24, we attempted to call the hotel to organize our airport shuttle. The hotel did not answer so I went to their website to find an alternative number to call. This is when I discovered that the hotel was still under construction and not opening until September. We were never informed of this and we made full payment of $226.86 at the time of booking. The fact that we had nowhere to stay after a long flight with 2 children was extremely stressful. Instead of trying to find an alternative hotel, we opted to change our flight for the next morning to that evening from a different airport. This whole thing cost us $100 taxi fee to San Francisco airport, $100 in change fees and 50,000 airmiles. We have attempted to resolve this with both Expedia customer service and Marriott customer service, but both have said they are contacting the hotel management and it's now been several weeks and we neither have our refund nor any other compensation for the fact that they booked us into a hotel that didn't exist!
Expedia.com Response
• Sep 16, 2019
September 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 3, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel accommodation was with *** by ***, Oakland, CA, for a check in on August 24, 2019, and a check out on August 24, 2019. We understand Mrs. is seeking a refund for her reservation and compensation for added expenses.
On August 24, 2019, Mrs. contacted Expedia to request a refund since the hotel was found under construction and not available for check in. We advocated on the customer’s behalf by obtaining verification and requesting authorization to process a refund. However, the manager was unavailable to approve our request via email on several occasions.
Therefore, on September 16, 2019, the hotel’s manager confirmed by phone that the initial, “Grand Opening”, date was scheduled for July 19, 2019; regrettably that date was postponed by delays in construction to September 5, 2019. Furthermore, on June 17, 2019 the manager contacted each customer directly affected by the construction for accommodation purposes.
Additionally, Expedia’s Terms of Use which was agreed to by Mrs. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On September 16, 2019, Expedia processed a full refund of $226.86; the time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds, generally within three to seven business days.
Moreover, Expedia requests that Mrs. send in a copy of her bank statement through the (“Revdex.com”) site, showing charges for a taxi and airfare exchange fees. The requested statement will allow us to properly investigate her added charges mentioned within the (“Revdex.com”) complaint and help us to complete our case.
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.
Please help... I booked two rooms using Expedia.com specifically because they guarantee the lowest rate. They claim to block rooms so Expedia can offer the lowest rooms rates available, even lower than the hotel itself, and many times its worked. However, this trip we learned the hotel was offering better rates, purely by accident (The hotel charged us at check-in, so we were charge twice, but the hotel found their mistake and removed their charge, but not until I learned their rate was lower than Expedia), but Expedia would not honor the lower rates and not refund the difference (we called them, at check-in)? Isn't that what a "guarantee" means? I'm disputing this charge in the hopes you can get a better reply from Expedia than I did... There nothing "we - Expedia" can do to match the room rates and "we - Expedia" will not reimburse the difference between the local room rate and Expedia rate. So, I'm writing to dispute the difference in rate, and asking for your help to make Expedia honor there "lowest rate guarantee". I have attached my *** charges to show that what the hotel charged was less than Expedia charged. Its a difference of $91.55 for the two rooms (one room for two nights and one room for three nights)
Expedia.com Response
• Sep 16, 2019
September 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***. *** (Revdex.com case number ***) regarding a reservation. We understand *** is requesting a refund.
We were unable to locate an itinerary with the number ***, or with the information provided. If the customer can provide the itinerary number for the reservation we will be able to review their complaint further.
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
• Sep 26, 2019
Attached are the email confirmations we received from Expedia as requeusted
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 additional documentation from our customer. We are responding to the consumer complaint from *** A. *** (Revdex.com case number ***).
Our records indicate on September 1, 2019, ***, or a person authorized for the account, self-booked a room for three nights with the ***, for check in on September 1, 2019, and hotel booking coverage, via itinerary ***. A second room was self-booked in the same account, for the same hotel, for two nights, with check in on September 1, 2019, and hotel booking coverage, via itinerary ***. Both room reservations were prepaid reservations that were purchased with Expedia.
Our customer contacted us on September 2, 2019 and advised that the hotel authorized the credit card they provided the hotel for incidental charges, for room and board charges. We contacted the hotel to advocate for the customer. The hotel stated any unnecessary authorizations or charges they made would be reversed by check out.
The hotel bills Expedia for any amounts due for the room and board charges, or other items, and they deduct any commissions or fees that are owed. As such, the amounts the hotel bills Expedia are different than the room rates the hotel offers their rooms for, via Expedia or their own website.
Expedia does offer a promotion called Hotel Price Guarantee for Expedia Reward Members. If members find a lower rate for a standalone hotel booked on www.expedia.com and make a claim by 11:59 PM hotel local time on the day prior to check in, they may be able to have the price difference refunded. The price comparison must be apples to apples, a rate available to the general public to book, be verifiable, and meet other terms and conditions.
The rate comparison requested by the customer is not valid under the Hotel Price Guarantee promotion, because the rate they are requesting to match is the amount billed by the hotel to Expedia for the reservations booked. It was not a room rate the hotel was offering to the general public.
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.
Was booking a reservation for same day travel. Expedia must not have had any rooms so their software change the dates to the following weekend, It was so subtle I did recognize the change in dates and booked it. When I read the confirmation the dates are wrong, I cancelled the reservation immediately. Expedia claims it is the Hotel that won't issue a refund. The Hotel says they have never been asked and would refund the hotel room immediately upon being asked.
Also how does the Revdex.com give an A+ when 375 Customers have all given them a one star review ?
I bought a ticket on Expedia.com on August 30, 2019. I bought the *** ticket because my mother was waiting to replenish her medication so there was a possibility that I could move her flight to an earlier date. She is going out of the country to be a caregiver to her sick sister for a few months so needed to sure she has enough medication to take with her.
The ticket was for Sept 21 and I paid $292.70. On Sept 8, we received all my mom's medication so I decided to move the date on the ticket. I called Expedia and initially spoke to Mary after about 2 hours of being passed around from agent to agent, Anna, a "supervisor", advised me that although there was no charge to change a *** ticket there was a $90 difference in the price of the fare that I would have to cover. I said no because I couldn't afford the extra money. On Sept 9, my other aunt said she would cover the $90 so I called Expedia back and this time spoke to William time after being placed on hold several times for almost an hour the agent told me the change would cost $185.I told hi him no way because the fare is showing on their website for $383 making the difference $90. He then said his supervisor was willing to give me a refund if I paid the $185 today at which point I told him goodbye. He called me back a minute or two later and transferred me to "supervisor" Jamila who tried to tell me that Jet Blue's rule is that I have to pay the price of the original ticket at the time of exchange not the price that was showing on Expedia's website at the moment. When I asked her to explain the Math to me since the original price of the ticket I bought was $292.70 she couldn't but insisted that she was following policy. I told her goodbye as well.
I went on their *** page and it is filled with similar experiences. It all boils down to Expedia is scamming people!
We paid for an all inclusive vacation and our air conditioning stopped working the last 2 days of the trip. We had family members sleeping on the tile floor and on the balcony because the temperature was extremely hot and unsafe. We stayed at the *** in Jamaica. The hotel indicated we would need to contact the travel agent we booked the vacation with for any refund because of this issue. After contacting Expedia several time they indicated the hotel would not provide any refund. I wanted to express my dissatisfaction on a review about our experience but Expedia would not provide a way to enter a review. I believe it's important for consumer to know what happen so they can make informed decisions.
Expedia.com Response
• Sep 19, 2019
September 19, 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 their Hotel reservation. We understand Mr. is requesting compensation in the amount of $1,000.00 due to unsatisfactory stay at the hotel.
Our records indicate that on July 10, 2019, the customer or an authorized user of the account, booked a package for August 11-16, 2019, under itinerary ***. The package included a roundtrip flight for five passengers from Cincinnati, OH, USA, to Kingston, Jamaica; two Junior Suites with Sea View at ***, Saint Ann, Jamaica; and a Travel Protection Vacation Waiver with Expedia Inc.
Upon review, on August 21, 2019, Mr. contacted Expedia, requesting compensation due to the hotel not honoring the bed types requested by the customer and the air conditioner not working the last two days of the stay, which caused great inconvenience and distress to the customer and his guests. Between August 21-24, 2019, Expedia attempted to contact the hotel by phone to request a refund/compensation but we couldn’t get a hold of a manager. On August 24, 2019, per the hotel’s instructions, we sent them an email on behalf of the customer, describing the issues and requesting compensation. On August 31, 2019, we received a response from the hotel’s manager, where they confirmed the air conditioner issue and extended apologies to Mr. for the inconvenience, and advised that bed type requests are not guaranteed and are subject to availability at check-in. The manager didn’t provide authorization for compensation. We informed Mr. of the resolution the same day via email. Expedia continued to advocate on the customer’s behalf with the hotel, but was unsuccessful.
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’s Terms of Use 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.”
Expedia values Mr.’ business and issued a refund in the amount of $1,000.00 back to the customer’s original form of payment. The refund should be seen in the customer’s account within seven days.
Again, 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,
Gayana W
Corporate Customer Service
Customer Response
• Sep 19, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On July 31, I booked a car through Expedia using my credit card ***, and reservations was created under *** ( my brother). I rented the car for the price of $490.50, see proof of credit card statement attached. On August 19 I picked up my rental and returned it on August 28. When I returned the car, I got a recepit that the car came out to be $170. I called expedia to get a refund of $320.50 they told me once the card is charged they cant refund me. So what happen to the $320? why are they keeping it when I have proof I should have only been charged $320. They are robbing the people blind and getting away with it
September 22, 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 vehicle. We understand *** is requesting a refund.
Our records indicate on July 30, 2019, ***, or a person authorized for the Expedia account, booked a package for four passengers, including combined one way flights traveling from the New York metropolitan area to Orlando, FL, departing with *** on August 19, 2019, returning with *** on August 28, 2019, a standard SUV with *** and flight cancelation coverage.
The Standard SUV reservation was prepaid and included in the price of the package for the standard base rate, plus tax, for pick up in Orlando, FL, at 6:45 PM on August 19, 2019 and drop off at 12:15 PM on August 28, 2019.
We contacted the car rental agency on behalf of the customer. They advised that there were additional charges billed directly by *** for an upgrade to the vehicle at pick up and optional fuel services. The car rental agency advised that they did not re-bill the base rate and taxes of the rental that had already been prepaid.
We are not able to compensate the customer for optional services or upgrades made at the time of rental.
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
September 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
The optional service charges that the customer paid for were for items and services provided by, and billed by ***, not Expedia. Expedia is not able to provide a refund for items and services purchased with a different company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I want the refund out of the 490, they over chargrd me. There should be an investigation on Expedia. I will take this hire up for them to be investigated for what they doing
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Complaint: ***
I am rejecting this response because:
Sincerely
I booked a room through Expedia.com and was charged by Expedia. The hotel then charged me for the same room. I paid two times for 1 hotel stay, 1 night.
Both Expedia.com and the hotel refused to refund 1 payment.
September 22, 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 31, 2019, ***, or a person authorized for the Expedia account, booked a one night stay with the *** Jeffersonville I-71, for check in on August 31, 2019.
The reservation was a prepaid booking. The terms and conditions advised that the rate and reservation was nonrefundable with no changes allowed.
Our customer contacted us post stay and advised that the hotel had also billed them for the reservation during the time of the stay. We contacted the hotel multiple times and were able to confirm that the hotel did bill directly for the hotel stay.
A refund was processed to the original form of payment for the reservation on September 19, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
WISH I COULD LEAVE ZERO STARS! Reserved a room at hotel and only room available had two queen beds which isn't what we wanted. When we arrived at the hotel there was a room with one queen available that was ten dollars cheaper. The hotel staff said we would have to contact Expedia to receive our refund. When we contacted Expedia the man that answered the phone (difficult to understand due to accent) stated that they needed to contact the hotel to confirm changes to give us our refund. Within just a few minutes of being on hold, the Expedia rep said he tried to call the hotel five times and no one answered. He stated someone else would contact us by email after they spoke with the hotel. I received an email after about an hour, however Expedia stated that the hotel refused to give us a refund because we already used our reservation. I called the hotel (who answered immediately) and was told the manager spoke to them and would call me back. The hotel manager called us back within the hour. The hotel manager informed us that expedia only asked if we used our reservation, and did not ask anything about room refunds. The manager then stated they would reimburse Expedia (with money the hotel never received) so Expedia could reimburse us. l told the hotel manager I did not want her to do that as the hotel was never paid that money, we would most likely never receive it from Expedia, and this was an issue of integrity. WE WILL NEVER USE EXPEDIA AGAIN!! Revdex.com PLEASE REMOVE YOUR A+ RATING.....
On June 23, 2019 I purchased a set of tickets for my parents to attend my wedding in Nigeria. After purchasing the tickets using Expedia's dropdown menu that populated my parents name and required travel information, I realized that my mother's ticket had my father's first name; however, all other information was correct.
I contacted Expedia about the matter informing them that my mother's first name needed to be changed. I spent more tens hours on the phone trying to resolve this matter. I was told that while they are working on this matter I had the option on canceling the ticket and rebooking the flight. I explained to the agent that I had two problems with that option the ticket prices had increased and I could not find my credit card to repurchase the ticket in all the rush of wedding preparation. I filed a change of name request for the ticket and waited for follow-up.
I made several calls to Expedia and *** over the week many of which lasted for hours and engaged in pointless conversations that did not resolve the matter. Eventually, I had to rebook my mother's ticket with another company and requested refund Expedia. I was told my money would not be refund because the time had past for refund; however, I was informed by Expedia that they were researching the matter which I did not receive a final outcome.
This matter caused additional stress, pain, and expenses to my wedding.
September 20, 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 *** requesting a refund of $1912.00.
Our records indicate on June 23, 2019, Ms.-*** or an authorized user of the Expedia account purchased a round trip flight departing on July 2, 2019 from Atlanta, GA, USA to Abuja, Nigeria and returning on July 9, 2019 from Abuja, Nigeria to Atlanta, GA, USA; along with the Flight Protection Plan via ***. A confirmation email was sent to the email address on file, it was first opened on June 23, 2019 and reviewed four times. Ms.-*** called in to correct the name on the ticket to ***, date of birth ***. Our representative offered to cancel, void and rebook but Ms.-*** refused as the rate was higher. Our representative contacted the name change department and was advised the best option was to cancel, void and rebook (not guaranteed if a name change is permitted by airline). Ms.-*** asked for a supervisor; the call was escalated and Ms.-*** mentioned she was being transferred to the corporate office and the call got disconnected. She is trying to change the name on the ticket to ***. The call was taken over by a supervisor who noted, that Ms.-*** was claiming a site error since she booked a trip her mom and her dad separately. The ticket for her mom has her father’s name. Our representative checked and the date of birth is correct but the name is incorrect. There was no response on the call and our representative gave three warnings and disconnected the call. The representative called Ms.-*** back but call went to voice mail.
Upon receipt of Ms.-*** complaint, we investigated the issues which were brought to our attention. We can confirm on June 24, 2019, Ms.-*** call was escalated; she was calling to check if it was a web error or not and if it is followed up by our Customer Service representative. The correct name should be ***. Our system was down and our representative could not view the case history. Ms.-*** was advised that she would be called back within an hour. On June 26, 2019, Ms.-*** called in needing a name correction, she advised there was a site error as the site changed the name to ***. Our representative reviewed our back office system and was able to verify Ms.-*** selected the name from the drop down menu. Our representative advised Ms.-*** that the normal policy applies to the ticket. On June 30, 2019, Ms.-*** called to cancel the ticket and wants a refund. Our representative advised that ticket was non refundable. Ms.-*** contacted Expedia to correct the name and the representative who received the call offered to cancel and rebook but she refused. Ms.-*** proceeded with name change instead and expected a callback within 5 hours. But the call never happened. The call was escalated and the representative noted the airline is not honoring the name correction. Our back office system shows that the passenger name was selected from the drop down. Ms.-*** requested a full refund. Our representative contacted our Lead Line for a consult. The Lead line offered to void the tickets so Ms.-*** could get a full refund and she declined. On September 15, 2019, Ms.-*** called in wanting an email which stated that changing name was not permitted by the airline. The following was emailed to Ms.-***, “We are sending this email to inform you that the policy of your ticket with *** states that name change is not permitted. “
After further review on September 20, 2019, Expedia reviewed the confirmation itinerary, notes, cases and the airline system. The reservation was created with the name ***, we offered Ms.-*** to cancel and void the ticket and she denied because the rate had increased. All of our request with regard to changing the name were denied by the airline. Expedia was able to verify that it was not an error on Expedia’s behalf. Expedia reviewed the Expedia account and the associated travelers information list *** as a traveler.
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.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor the 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
Tell us why here...
Complaint: ***
I am rejecting this response because:
I requested a name change on my parent ticket to my wedding and never a written response until September 15, 2019.
Instead of working to resolve matters regarding the name change Expedia forced the issue of cancellation and acknowledged that they would not be able to refund the funds to my credit card to repurchase the ticket until 5-7 business days later.
Expedia's delays in returning the funds to repurchase the ticket created hardship and as such my only option was to request a name change.
Expedia offered a name correction option for my ticket; however, they did not make any real attempts to make this correction (see attachment). The *** outlined that Expedia had the option to make this correction.
Expedia was fully aware that my mother's and father's information in their system is different. My mother's date of birth, gender and last name is correct on her ticket. The dropdown which Expedia admitted that I used has her correct first name (see attachment).
At last minute to ensure that my mother attends my wedding, I had to cancel some events of my wedding and repurchase a ticket for my mother to attend.
I need my money back from Expedia who created emotional stress and changed my wedding events
Sincerely,
***-
Expedia owes me a full refund for a reservation that was cancelled. The hotel said they have called Expedia 9 times and approved the refund. I did not stay at this hotel. The hotel agreed to cancel it with no penalty
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
September 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: ***Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. Our records indicate that on August 25, 2019, Mrs. or an authorized account user self-booked a hotel accommodation using Expedia’s website, under itinerary ***. The hotel accommodation was with The ***, Santa Monica, CA, for a check in on September 8, 2019, and a check out on September 9, 2019. We understand that Mrs. is requesting a full refund since it was cancelled due to an invalid transaction. We verified that on September 19, 2019, Mrs. reservation is currently under review by our specialized department that verifies the validity of transactions. Regrettably, Mrs. transaction could not be verified Expedia was then forced to cancel her booking. We contacted our specialized department handling her case she will be contacted via email at the following address: ***@gmail.com to discuss her transaction and to provide a resolution. 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, Expedia’s Terms of Use, which were agreed to by Mrs. 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 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,Melanie ACorporate Correspondence Team
September 23, 2019Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *-*** Dear Revdex.com,Thank you for your reply. We regret to hear that Mrs. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation. We understand that Mrs. is requesting a full refund her booking was cancelled as an invalid transaction. As of September 23, 2019, Mrs. reservation is under review by our specialized department that verifies the validity of transactions. Furthermore, we again contacted our specialized department handling her case via email.We recommend that Mrs. access her personal inbox at the following address: ***@gmail.com to reply to our specialized departments email discussing her transaction in order for her to obtain a resolution.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 ACorporate Correspondence Team
Complaint: ***
I am rejecting this response because: this issue has been going on for 30 days now!!! 30 days!!!! You have told me over 10 times that this “specialized team” will email me about a resolution. Well NOT ONE time have they attempted to email me at all in this past month . 30 days of dealing with this is to long enough. They need to refund me immediately !
Sincerely
Expedia added $20,00 of hotel Cancellation insurance to my booking *** for a same-day hotel booking. Obviously I did not want this. Their *** App added it without warning and did not indicate it would be added until I received the bill. I contacted Expedia within minutes and they refused to take it off. They basically took my $20 for unnecessary insurance (since I’m not going to cancel a booking when I am headed immediately to the hotel) and then refused to return it. That is not right.
September 19, 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 *** requesting a refund of $20.00. Our records indicate on September 13, 2019, Mr. or an authorized user of the Expedia account booked a two night hotel reservation at the ***, arriving on September 14, 2019 and checking out on September 16, 2019; along with Hotel Booking Protection Plus via ***. Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on September 14, 2019 Mr. called in and claims he did not choose the insurance option on his reservation. Our representative advised Mr. to directly coordinate with TravelGuard and gave him their terms and conditions and contact number. Mr. was unresponsive on the call and our agent ended the call without calling Mr. back. After further review on September 19, 2019, Expedia reviewed the reservation, the notes on the account and decided to issue a $20.00 refund as a one-time courtesy. The refund will appear on the card originally charged within three to seven business days. A refund receipt has also be emailed to the email address on file. Please know that this refund 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. 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.
thank you to the Revdex.com for your assistance.
Sincerely
I paid Expedia $830 to rent an elite premium car through *** for our vacation to San Francisco for Labor Day weekend. It was supposed to be a *** or similar car. I paid online with my *** debit card. I also paid an additional $60 for insurance on the vehicle. After the transaction went through I got my confirmation from Expedia and it said I needed to present a driver's license and credit card upon picking up car. I do not have a credit card. I have rented cars previously with debit card giving a deposit. I called *** customer service line and asked whether it would be a problem and they said no. When I got to *** they refused to give me the elite car without the credit card. I offered a deposit but they said no. I offered to have my husband call his credit card over the phone but they refused unless he came in person. My husband was at work and wasnt able to leave and drive 2 hours to their location. The manager said they would only rent me a standard car like a *** with my debit card. I told them we didn't pay $830 for a standard car. They told me to contact Expedia to get my money back. I filed a complaint with Expedia to get my money back. They gave me the run around for 2 weeks. Told me *** was keeping $611 as a "no show" fee. I showed proof that I had shown up but *** refused to give me the car I had paid for. They said it was *** policy to require credit card for elite cars and they couldn't give me my money back. So it's ok for Expedia to take my money with a debit card an then not honor my purchase unless I have a credit card just because their vendor requires it.
September 20, 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 *** requesting a refund of $611.00.
Our records indicate on August 22, 2019, Mrs. or an authorized user of the Expedia account booked a five day rental car with *** picking up on August 29, 2019 and returning on September 3, 2019, along with the Collision Damage Plan via ***.
Upon receipt of Mrs.’s complaint, we investigated the issues which were brought to our attention. We can confirm from August 30, 2019 through September 8, 2019, multiple email were communicated between Expedia and Mrs.. Expedia emailed Mrs. advising we were trying to communicate with *** regarding the cancellation of the reservation and a refund. Expedia emailed Mrs. on September 4, 2019 advising Expedia issued a refund of $219.96 and that *** was charging a no show penalty of $611.00. Mrs. emailed her disapproval and expressed that she feels she is entitled to a full refund. Expedia emailed Mrs. the following response from Enterprise, “We are sending this email to inform you that we have advocated your concern to the provider. We are sorry to inform you that due to their policy regarding your request, refund has been denied. Expedia are subject to their policy and we cannot refund the amount without their authorization. We were advised that they have allowed you 12 hours to pick up the car but you never showed up so you were tagged as no show and they have charged a no show fee amount of $611.00 and $219.96 has been refunded to you. However, the remaining amount was collected by the car company and for that, we are not able to process it back to you without their authorization.” Mrs. expressed her disapproval and emailed a parking receipt showing she was the time frame she was at the airport, she stated *** never gave her 12 hours to pick up the car. Expedia sent an email advising a refund had been issued for the Collision Damage Plan in the amount of $60.00. On September 1, 2019, Mrs. communicated with our Social Media Team and advised that she wanted to cancel her reservation because she was told by *** Customer Service that no credit card was needed for the deposit. Upon arrival she was unable to get the car because they required a credit card that she did not have one. Our representative tried to call *** but they were closed.
After further review on September 20, 2019, Expedia contacted *** and they authorized a refund of the remaining $611.00 for the reservation. Expedia issued the refund to the original card that was charged and the refund should appear in three to seven business days. A refund receipt has been emailed to the email address on file.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers.
In addition, at the time of completing her booking on our website, Mrs. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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...
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
A flight cancellation forced me to buy 4 one way tickets back home. The airline then proceeded to change my initial tickets to the same flight number as the new tickets I had bought. When I contacted Expedia (08/27/19) about a refund I spent 2.5 hours on the phone for the customer service representative to tell me it will take 72 hours to figure out whom is at fault the airline or Expedia... Since then I have not received an email or phone call regarding the situation. When I called today (09/13/19) The same representative was clueless as to what was going on, nothing noted or on file about the refund. I was told about a refund that I received months prior and then issued an email.
September 19, 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 Mr. *** (Revdex.com case number ***) regarding a flight reservation. On February 6, 2019, Mr., or an authorized user of the Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel was with *** scheduled to depart from Seattle, WA, on March 19, 2019 to Chiang Mai, Thailand, and returning on June 26, 2019, for a total of $2226.49. The flight reservation includes a Travel Protection Plan, administered by Travel guard for, $144.00.Our records show on June 22, 2019, Expedia sent an email to the following address: Danial.***@gmail.com in order to provide Mr. with *** Airlines adjustmentsto his returning flight, scheduled for June 26, 2019.Expedia sent the detailed email as written below:OPTION 1:RefundIf you’d prefer to discuss these options further, please call us at 1-877-787-7145 Toll Free or 1-404-728-8787 call Collect - we are available 24 hours 7 days a week.Kindly note that any further changes will be considered a voluntary change and will be subject to the airline change penalty as outlined in their fare rules.Thank you for your immediate attention to this matter.Yours sincerely,The Expedia Travel TeamTherefore, on June 22, 2019, Mr., or an authorized user of the Expedia account, self-booked a flight reservation using Expedia’s mobile site, under itinerary ***. Travel was with *** scheduled to depart from Chiang Mai, Thailand, on June 26, 2019 to Seattle, WA, for a total of $3100.40. The flight reservation includes a Travel Protection Plan, administered by Travel guard for, $200.00. We understand that Mr. is requesting a full refund on this particular reservation, as he was able to fully use his original flight, booked on February 6, 2019.On June 28, 2019, Mr. contacted Expedia to request a refund of the *** flight scheduled to depart from Chiang Mai, Thailand, on June 26, 2019 to Seattle, WA. Furthermore, we contacted *** to advocate on the customers behalf by requesting a full refund, without penalties’. *** being the merchant of record (the entity that receives the funds and the company that charged Mr.’s credit card) processed a refund of, $2296.14 declining Expedia’s full refund request of $3100.40, citing their rules and restrictions.
*** restrictions and Expedia’s Terms of Use which was agreed to by Mr. at the time of booking, expressly states:*** Flight Terms:CHARGE THB 7000 FOR REFUND.NOTE -1- CHILD/INFANT DISCOUNT MAY APPLY-PLZ REF TO CAT.19 CHILD/INFANT DISCOUNTThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Nonetheless, On September 16, 2019, Mr. contacted Expedia stating that we confirmed on June 28, 2019, a full refund of $3100.40, without penalties. In reviewing verifiable call recordings Expedia has firmly established that Mr. was informed by Expedia that penalty fees will be applied. The time it takes for the $2296.14, to post to the customer’s account depends upon how quickly his bank processes refunds generally within eight weeks.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 ACorporate Correspondence Team
I’ve attached screenshots of the emails from the Expedia representatives after they said they investigated a call from August 27 when I was told about the refund amount being $3300.00 the representative on the phone September 16 told me they’ll investigate and notify me in 24 to 48 hours. Less than an hour later I receive the email stating the listen to the call (2.5 hours) and said the representative told me about the fees so they wouldn’t honor the waiving the refund fees.
September 26, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for your reply. We regret to hear that Mr. wasn’t satisfied with our response and/or resolution offered. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
On September 26, 2019, Expedia verified that under itinerary ***, Mr. flight reflected (used) since it wasn’t cancelled prior to its departure. Hence, on August 27, 2019, Expedia contacted, “***”, to advocate on the customers behalf considering the flight remained active. *** the merchant of record (the entity that received the funds and the company that charged Mr.’s credit card) agreed to refund minus their penalty fees per passenger.
Furthermore, the (Revdex.com) attachment provided by Mr. supports our call verification as call details were sent to him via email. As for the $200.00, it was charged for the non-refundable protection plan, administered by, “Travel Guard”. Moreover, the time it takes for the $2296.14, to post to the customer’s account depends upon how quickly his bank processes refunds generally within eight weeks.
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
We booked a 7-day Caribbean cruise trip with Expedia. It's to sail on *** on November 27. I paid $700 deposit for the two cabins ($350 each) and was told that both Expedia and ***n line would honor any price drop before the final payment due date. Of course, the price dropped from $2768 to $1952 each cabin before the final payment due date. That's a 816*2=$1632 price drop. I called Expedia and they were surprised about the price drop and reached out to *** on my behalf. The cruise line wasn't willing to honor the new price. They offered to upgrade me but even the upgraded room was only selling at 2072 per cabin. I ended up cancelling the cabins because I read the recent reviews about veendam and they are horrendous, which probably explained the price drop. Some complain about how dirty and outdated the ship is and some complain about finding hair and dust bunnies in the restaurants. We feel that we shouldn't be responsible for any of the cancellation fees due to the deceiving selling practice of Expedia. The customer representative didn't mention at all this is non-refundable deposit and I didn't see that information in any steps of our booking either. We seek a full refund from Expedia/***.
September 18, 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 *** requesting a refund for $700.00.
Our records indicate on July 7, 2019, two cruises were booked departing on November 27, 2019 through December 4, 2019, from Fort Lauderdale, Florida - At Sea, At Sea - Amber Cove, Dominican Republic - San Juan, Puerto Rico - St. Thomas, US Virgin Islands - At Sea, At Sea - Half Moon Cay, Bahamas - Fort Lauderdale, Florida via *** and ***.Ms. called in and advised that the cruise line did not honor the price drop. Instead they offered an upgrade to a different room.
After researching the ship Ms. decided to cancel the cruise. When the cruise was cancelled she was charged the $350.00 per itinerary penalty. Ms. states she was not advised of the non-refundable deposit by the booking agent. Ms. would like to receive her cancellation penalty back as a refund due to the misrepresentation of Expedia’s selling practice.
Based on our review of the notations on the reservation, multiple agents attempted to contact the cruise line to inquire on a price drop. The cruise line offered a cabin upgrade to a subcategory Vista Suite BC; along with additional perks such as beverage card $50 per person and specialty dinning (per person). Ms. refused the upgrade as the cabin cost was $2074.00 online. The cruise line advised with the additional perks it makes up the difference that Ms. was viewing online. Ms. then cancelled the cruise and received penalty of $350 per booking. Ms. states agent did not advise of non-refundable deposit. Per the invoice confirmation with the promotions attached it shows under the description that the deposit is nonrefundable.
The following Promotion appeared on the confirmation itinerary:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above Expedia is 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 TeamTell us why here...
Complaint: ***
I am rejecting this response because: The expedia agent should have informed us that the deposit is non-refundable instead of misleading us into believing that we could use the deposit towards any cabins later on. Also, the agent misled us into believing that cruise line would honor a price adjustment. The perks *** offered were no way near the $700 drop in price.
Sincerely
I booked a flight through Expedia yesterday which was September 12 th. Within a couple hours I had to cancel that it was a special deal but I bought insurance to cover it just in case something happened and it did I had to cancel for personal and health problems and that was in the 24 hour window which is what they say on their voicemail and they refused. I’ve talk to him four times and the amount of money came out of my account already today but the last person that I talk to said it was Be put back into my account in four days that I don’t think will happen because three people have told me no and it’s because of the special deal but why would they give me the option of insurance if it wasn’t possible to get my money back. So I’m filing anyway because I’ve been through hell and back the last 24 hours trying to get my money back into my account and my account says that they already took it out so that’s where I’m at so I hope you can help
Hello, this customer is not a customer of my travel agency. She may have booked through Expedia.com. I own the ***.
: I don’t know who this is but it’s been resolved it was resolved last week I sent an agreement because I did get my money back and I had the wrong company anyway it was Expedia but it was not that particular one so it’s been resolved so don’t send me an...
On March 1, 2019 I paid for a car rental in Sicily thru a package deal by Expedia. Of the $2200, about $850 covered a car rental for 35 days and collision coverage. When I arrived at the car rental company counter (***) they had my reservation, but did not have a car. They apologized but could not offer me anything. No car at all. They said I would get a refund. I had to find another car agency and wound up renting from *** at a cost of $1800. I texted Expedia the next day and explained what happened and that when I returned to the USA on 9/6 I would have telephone access and ask for the refund. On 9/6 I did just that and Expedia said it was ***'s policy not to issue refunds. No explanation. End of story.
September 18, 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 his request for a refund of $828.40.
Our records indicate March 1, 2019, Mr. or an authorized user of the Expedia account booked a package reservation that had a roundtrip flight on Alitalia, departing July 31, 2019 from Los Angeles, CA, USA to Palermo, Italy returning September 5, 2019 from Palermo, Italy to Los Angeles, CA, USA; along with a 35 day car rental with ***; Flight Protection Plan and the Collision Damage Plan, via itinerary ***.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on August 2, 2019, Mr. communicated with our Social Media Team advising the car rental company did not honored the car reservation. Mr. says he will call back in September when he returns. On September 10, 2019, Mr. called in to advise about the car rental he advised that *** didn't provide him with a car. Our representative called the office and they were closed. The representative assigned the case offline and advised customer that he would be contacted back. On September 12, 2019, Mr. called in regarding the refund. He advised that he’d received an email from Expedia advising the refund had been denied. Our representative called *** and the office was closed
After further review on Expedia reviewed the details of the itinerary, the notes on the account and the confirmation itinerary. Called *** and they advised the reservation was refunded in full on September 5, 2019. They were not able to advised the last four digits of the card due to the security policy. Mr. should receive the refund within the next billing cycle on the credit/debit card he originally used when making the reservation. Expedia has issued a refund for the Collision Damage Plane in the amount of $396.00. The refund was issued to card ending 5436 and a refund receipt was emailed the email address on filed. Nonetheless, Expedia also issued a $100 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.
In addition , at the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide:SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 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...
It was my understanding that EXPEDIA resolved this matter and agreed to reimburse me $828.00 + approx. $396.00
I did receive the $396.00 credit but not the $828.00
My credit card, which held $850 on dispute was reissued on November 18th.
I have not received a credit from EXPEDIA for the $828.
PLEASE REOPEN THIS COMPLAIN.
November 22, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr.’s complaint regarding his refund request of $828.00.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. On November 22, 2019, Mr. called in requesting a refund. Our representative reviewed the previous documentation on the account and determined that he was supposed to get a refund for the reservation. He did not get the refund because the credit card had expired. He advised the card is now valid, our representative updated the card and processed the refund for $828.40.
After further review on November 22, 2019, Expedia was able to verify the refund was issued for $828.40 on November 22, 2019 to MasterCard ending ***. A refund receipt was emailed to the email address pm file. The refund will be received within three to seven business days.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di F
Corporate Correspondence Team
About 3 months ago I booked an all inclusive trip to Cancun Mexico for Feb. 12 to the 18th 2020 flying from out of San Francisco. I booked two rooms for five nights with a total of eight passengers flying. The flights I booked were direct 6 to 7 hour flights both ways. I received an E-mail yesterday informing me that there has been a change to our flights. I then called expedia customer service and was informed that our flights were now going to be over twenty hours long both ways with multiple stops and a seven hour layover both ways. This will not work for our schedule as we do not wish to spend two whole days of a five day vacation in the airports. I was on the phone with the customer service rep. for a little over an hour the first time and was ultimately hung up on with no resolve. The second call was almost exactly the same, an hour of being on hold and listening to the rep. tell me there was nothing they can do except maybe get me a refund for the flights but I cannot get a refund for the resort so I would have to lose five thousand dollars. I asked every possible question I could trying to remedy this to no avail. Then hung up on again. Day two on the phone again for another hour. Was informed I could get my refund for the flights and rebook new flights at a cost of a little over two thousand more dollars. I asked them how they could sell me something and then change what I purchased. No response. I opted for the refund for the flights. After the rep. processed the refund she informed me that it will be eight weeks before I get my money back. So here I am out about ten thousand dollars total and no flight to our planned, booked and paid for vacation. I was also informed during this headache that I would probably end up having to call and try and negotiate my own refund directly as that is company policy.
September 18, 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 his request for a refund of $9000.00.
Our records indicate March 1, 2019 – An Expedia representative booked two package reservations for four people that consisted of a roundtrip flight on *** departing February 12, 2020, from San Francisco, CA, USA to Cancun, Quintana Roo, Mexico returning February 18, 2020 from Cancun, Quintana Roo, Mexico Cancun, Quintana Roo, Mexico to San Francisco, CA, USA; along with a five night hotel stay at *** - *** and the *** Mexico for one traveler via itinerary *** and ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on September 11, 2019, Expedia emailed Mr. advising a schedule has taken place and asked that he contact Expedia. Mr. called in wanting to cancel the hotel. Our representative contacted the hotel and they advised the dates can be changed but the we must keep the number of nights, same travelers with same names and the same policy will apply. On September 12, 2019, Mr. called to cancel his flights because of the airline schedule change. Our representative documented the schedule change was initiated by *** and transferred Mr. to the schedule change department. The refund was processed for $424.60 per ticket on itinerary *** and ***, for a total of $3396.80. The representative also processed a refund for the transfers in the amount of $44.00 each for a total of $88.00. The total refund amount is $3484.80.
After further review on September 17, 2019, Expedia reviewed the details of the itinerary, the notes on the account and the confirmation itinerary. The flights were all cancelled on September 12, 2019 and *** has the tickets in a refund status. The hotel is willing to change the dates for the same number of nights and same traveler’s but will not authorize a refund since the hotel reservation was originally non-refundableThe *** - All Inclusive cancellation and change policy appeared on the confirmation itinerary as follows:
*SUPPORTING DOCUMENTS REDACTED BY Revdex.com*
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above Expedia is not able to honor Mr. request for a full refund. Mr. hotel cannot be cancelled, it can only be changed per the ***. Mr. should contact our Customer Service Department at *** if he is interested in changing the dates. 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...
Complaint: ***
I am rejecting this response because: I still have no flight plan for our trip and have not been offered any compensation or alternative. I was sold direct flights as part of the package and that is all I am asking for.
Sincerely
I had a possible fraudulent charge on my work's travel credit card. All my bank statement said was that the charge was from expedia.com. I called twice last week and just kept getting that I had to have an itinerary number or email associated with my expedia account. I explained over and over again that I don't have an expedia account, since I didn't book the travel I would not have an itinerary number. They told me to look into my account and I would be able to tell where the charge is from... It got to the point I just had to hangup. I tried their email service for contact us. I did this twice and it was a HUGE waste of time and took over 24 hours for them to respond to one email with non useful responses. They also asked at least twice for itinerary numbers and account info. I kept saying that I needed more useful responses and better response times since this is possibly a $987 fraudulent charge on my Credit card! I did not want to cancel my card since the entire company uses it for travel and I would be without one for 2 days. I finally thought that I was getting somewhere when the last email I received said that they saw the charge came from "Travel reservation agency" and recommended I called them and gave me a number. I called this number and it was to *** and they had no idea why we would have been given that number... I called expedia again furious. The gentleman on the phone, who stated his name was John, got an earful about everything I had been through in the past week. He tried his best not to ask any of the repetitive questions that I had been asked over and over. He took it upon himself to run my phone number that I had called in with. He stated that I don't have anything affiliated with expedia but my number came up for ***. I told him that I didn't know what that was either but he was very polite and helpful and transferred me directly to them. Once on the phone with someone at ***, they explained to me that they are a service used for conferences and events when booking lodging. This took us to looking into anything we may have sent my people to and then onto where the charge was from.
All in all, I will never have an expedia account. That was the worst experience I have ever had with a travel site. Customer Service rep John who took at call from a 319 area code number between 3:30-4pm central time, deserves a raise!
We booked a vacation package on the phone with Kylie for $2,067.15. As a part of the process, I spelled mine and my husband's names letter by letter and she read them back to me letter by letter using the military phonetic alphabet chart. As soon as I hung up, I checked our email & noticed my husband's name was incorrect. I immediately called back & Pom transferred me to her supervisor Dominik. He put me on hold while he was going to get the airlines to correct my husband's name. He then advised me the airlines would not authorize the change & said they could cancel our reservation & rebook it but would only refund us $855.53. We advised him that was unacceptable & we weren't going to pay for their mistake. We also advised Dominik that we weren't interested in a refund but that we wanted my husband's name corrected so there would be no problems with Customs. He transferred us to Janie, his supervisor. She told us the reason they could not refund the full amount was that the airlines had raised their prices between the time our package was booked and when I called to advise them of the problem. I called them two minutes after I hung up with Kylie. My phone lot confirms this. Janie advised us she would request a copy of my conversation with Kylie and if she were responsible for the mistake, we would be refunded the entire amount. We were told this could take up to 72 hours & were given an case number. Upon hanging up, we went on the Expedia site & searched our exact package and the price had not changed. I took a snapshot of the page that showed the exact package & the total amount. At the top of the snapshot is the time of my search and my phone log confirms I had hung up with Janie 7 minutes earlier. It appears her assertion that the airlines had raised their prices was incorrect. Everyone makes mistakes (& it is easy to see how this could happen-the B is to the right of the V on keyboards) & I will be happy if they simply correct my husband's name.
September 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her package reservation. We understand
Ms. is requesting a name correction of her husband’s name of passenger ***. should be ***.
Our records indicate that on September 10, 2019, Ms. or an authorized user of her Expedia account self-booked a package using Expedia’s website, under itinerary *** with ***
Airways and *** a return on *** on October 16, 2019 and returning on October 22, 2019, with stay at the ***. The total cost was $2,067.15.
Upon review, on September 13, 2019, we located the call and verified that the agent repeated the name phonetically back to the customer as the letter B as in bravo and the customer agreed. When the
customer called back to request a name correction, we offered a courtesy cancellation, as per policy, we could not correct the name due to the multiple airline carriers on her reservation. We provided an
option for the customer to cancel with a full refund and rebook however, the customer declined and preferred to place an investigation to locate the call recording with 72-hours.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we will honor a full refund so that the customer can rebook. If the customer
approves to cancel, a refund typically takes between 7-10 business days to process back to their financial institution. As far as a name correction, we must adhere to the policy of the airlines.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
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.
However this could have been resolved the night I initially booked the reservation but they did not actually offer us a FULL refund. They offered us only $855.53. If they had offered us a full refund that might, we would have rebooked immediately and would not have incurred any additional cost.
Sincerely
Below are the tickets had I bought
*** Tickets: 2:00 PM, Admission
by Weekend in Italy
Supplier Reference #: *** Expedia Itinerary #: *** Booking Date: 7/27/2019
The voucher said "you will receive an email from *** with the attached tickets. THE PRESENT DOCUMENT WILL NOT ALLOW YOU ACCESS TO THE PISA TOWER.".
However I never received my tickets from ***. On the day of the event, i.e. 08/25/2019, I called the service provider and told them that I had not received my ticket. They reissued the tickets but by the time I received the tickets from them, the time had passed and the security at the tower at PISA did not let us use the tickets as the tickets had expired.
On the day of the event when I tried to search for my tickets using the ***, I didn't find my tickets in my inbox. The tickets we received from the vendor were from *** and not *** as mentioned in the voucher.
Hence due to the incorrect information on the voucher and the time it took to call the vendor and get the tickets reissued, the time had passed and the tickets expired.
My family had to wait for another 2.5 hours to get the next available slot booked.
September 16, 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 *** requesting a refund and expenses for two and a half hours of waiting for the next available time slot.
Our records indicate on July 27, 2019, Ms. or an authorized user of the Expedia account booked three tickets to the *** for August 25, 2019 via itinerary number ***. A confirmation email was emailed to the email address on file on July 27, 2019, it was opened or reviewed on August 25, 2019.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on September 4, 2019, Ms. called in requesting a refund. Ms. advised that Expedia sent an e mail with the wrong instructions and when they arrived at the towers, they had to purchase new tickets. Expedia emailed the vendor trying to verify if the vouchers had been used; there has not been a response to that email as of September 16, 2019.
After further review on September 16, 2019, Expedia reviewed the reservation, the notes on the account, the email and the confirmation itinerary. The confirmation email states the customer should expect an email from ***. Reviewing the emails sent to the customer we were not able to verify an email was sent after the reservation was created. Expedia has issued a refund for $73.74 for the cost of the tickets, the refund will appear within three to seven business days. In addition, we have also applied a $100 voucher to her Expedia account. 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 Ms. as a customer. We want to encourage her to continue using Expedia for her future travel needs.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
We booked the *** by *** via Expedia in early June. When we arrived for our reservation after a 10 hour flight from Europe on August 24, we attempted to call the hotel to organize our airport shuttle. The hotel did not answer so I went to their website to find an alternative number to call. This is when I discovered that the hotel was still under construction and not opening until September. We were never informed of this and we made full payment of $226.86 at the time of booking. The fact that we had nowhere to stay after a long flight with 2 children was extremely stressful. Instead of trying to find an alternative hotel, we opted to change our flight for the next morning to that evening from a different airport. This whole thing cost us $100 taxi fee to San Francisco airport, $100 in change fees and 50,000 airmiles. We have attempted to resolve this with both Expedia customer service and Marriott customer service, but both have said they are contacting the hotel management and it's now been several weeks and we neither have our refund nor any other compensation for the fact that they booked us into a hotel that didn't exist!
September 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 3, 2019, Mrs. or an authorized Expedia account user self-booked a hotel reservation using Expedia’s Mobile website, under itinerary ***. The hotel accommodation was with *** by ***, Oakland, CA, for a check in on August 24, 2019, and a check out on August 24, 2019. We understand Mrs. is seeking a refund for her reservation and compensation for added expenses.
On August 24, 2019, Mrs. contacted Expedia to request a refund since the hotel was found under construction and not available for check in. We advocated on the customer’s behalf by obtaining verification and requesting authorization to process a refund. However, the manager was unavailable to approve our request via email on several occasions.
Therefore, on September 16, 2019, the hotel’s manager confirmed by phone that the initial, “Grand Opening”, date was scheduled for July 19, 2019; regrettably that date was postponed by delays in construction to September 5, 2019. Furthermore, on June 17, 2019 the manager contacted each customer directly affected by the construction for accommodation purposes.
Additionally, Expedia’s Terms of Use which was agreed to by Mrs. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
On September 16, 2019, Expedia processed a full refund of $226.86; the time it takes to post the refund to the customer’s account depends on how quickly her credit card company processes refunds, generally within three to seven business days.
Moreover, Expedia requests that Mrs. send in a copy of her bank statement through the (“Revdex.com”) site, showing charges for a taxi and airfare exchange fees. The requested statement will allow us to properly investigate her added charges mentioned within the (“Revdex.com”) complaint and help us to complete our case.
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
Please help... I booked two rooms using Expedia.com specifically because they guarantee the lowest rate. They claim to block rooms so Expedia can offer the lowest rooms rates available, even lower than the hotel itself, and many times its worked. However, this trip we learned the hotel was offering better rates, purely by accident (The hotel charged us at check-in, so we were charge twice, but the hotel found their mistake and removed their charge, but not until I learned their rate was lower than Expedia), but Expedia would not honor the lower rates and not refund the difference (we called them, at check-in)? Isn't that what a "guarantee" means? I'm disputing this charge in the hopes you can get a better reply from Expedia than I did... There nothing "we - Expedia" can do to match the room rates and "we - Expedia" will not reimburse the difference between the local room rate and Expedia rate. So, I'm writing to dispute the difference in rate, and asking for your help to make Expedia honor there "lowest rate guarantee". I have attached my *** charges to show that what the hotel charged was less than Expedia charged. Its a difference of $91.55 for the two rooms (one room for two nights and one room for three nights)
September 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***. *** (Revdex.com case number ***) regarding a reservation. We understand *** is requesting a refund.
We were unable to locate an itinerary with the number ***, or with the information provided. If the customer can provide the itinerary number for the reservation we will be able to review their complaint further.
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
Attached are the email confirmations we received from Expedia as requeusted
September 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional documentation from our customer. We are responding to the consumer complaint from *** A. *** (Revdex.com case number ***).
Our records indicate on September 1, 2019, ***, or a person authorized for the account, self-booked a room for three nights with the ***, for check in on September 1, 2019, and hotel booking coverage, via itinerary ***. A second room was self-booked in the same account, for the same hotel, for two nights, with check in on September 1, 2019, and hotel booking coverage, via itinerary ***. Both room reservations were prepaid reservations that were purchased with Expedia.
Our customer contacted us on September 2, 2019 and advised that the hotel authorized the credit card they provided the hotel for incidental charges, for room and board charges. We contacted the hotel to advocate for the customer. The hotel stated any unnecessary authorizations or charges they made would be reversed by check out.
The hotel bills Expedia for any amounts due for the room and board charges, or other items, and they deduct any commissions or fees that are owed. As such, the amounts the hotel bills Expedia are different than the room rates the hotel offers their rooms for, via Expedia or their own website.
Expedia does offer a promotion called Hotel Price Guarantee for Expedia Reward Members. If members find a lower rate for a standalone hotel booked on www.expedia.com and make a claim by 11:59 PM hotel local time on the day prior to check in, they may be able to have the price difference refunded. The price comparison must be apples to apples, a rate available to the general public to book, be verifiable, and meet other terms and conditions.
The rate comparison requested by the customer is not valid under the Hotel Price Guarantee promotion, because the rate they are requesting to match is the amount billed by the hotel to Expedia for the reservations booked. It was not a room rate the hotel was offering to the general public.
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
Was booking a reservation for same day travel. Expedia must not have had any rooms so their software change the dates to the following weekend, It was so subtle I did recognize the change in dates and booked it. When I read the confirmation the dates are wrong, I cancelled the reservation immediately. Expedia claims it is the Hotel that won't issue a refund. The Hotel says they have never been asked and would refund the hotel room immediately upon being asked.
Also how does the Revdex.com give an A+ when 375 Customers have all given them a one star review ?
I bought a ticket on Expedia.com on August 30, 2019. I bought the *** ticket because my mother was waiting to replenish her medication so there was a possibility that I could move her flight to an earlier date. She is going out of the country to be a caregiver to her sick sister for a few months so needed to sure she has enough medication to take with her.
The ticket was for Sept 21 and I paid $292.70. On Sept 8, we received all my mom's medication so I decided to move the date on the ticket. I called Expedia and initially spoke to Mary after about 2 hours of being passed around from agent to agent, Anna, a "supervisor", advised me that although there was no charge to change a *** ticket there was a $90 difference in the price of the fare that I would have to cover. I said no because I couldn't afford the extra money. On Sept 9, my other aunt said she would cover the $90 so I called Expedia back and this time spoke to William time after being placed on hold several times for almost an hour the agent told me the change would cost $185.I told hi him no way because the fare is showing on their website for $383 making the difference $90. He then said his supervisor was willing to give me a refund if I paid the $185 today at which point I told him goodbye. He called me back a minute or two later and transferred me to "supervisor" Jamila who tried to tell me that Jet Blue's rule is that I have to pay the price of the original ticket at the time of exchange not the price that was showing on Expedia's website at the moment. When I asked her to explain the Math to me since the original price of the ticket I bought was $292.70 she couldn't but insisted that she was following policy. I told her goodbye as well.
I went on their *** page and it is filled with similar experiences. It all boils down to Expedia is scamming people!
We paid for an all inclusive vacation and our air conditioning stopped working the last 2 days of the trip. We had family members sleeping on the tile floor and on the balcony because the temperature was extremely hot and unsafe. We stayed at the *** in Jamaica. The hotel indicated we would need to contact the travel agent we booked the vacation with for any refund because of this issue. After contacting Expedia several time they indicated the hotel would not provide any refund. I wanted to express my dissatisfaction on a review about our experience but Expedia would not provide a way to enter a review. I believe it's important for consumer to know what happen so they can make informed decisions.
September 19, 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 their Hotel reservation. We understand Mr. is requesting compensation in the amount of $1,000.00 due to unsatisfactory stay at the hotel.
Our records indicate that on July 10, 2019, the customer or an authorized user of the account, booked a package for August 11-16, 2019, under itinerary ***. The package included a roundtrip flight for five passengers from Cincinnati, OH, USA, to Kingston, Jamaica; two Junior Suites with Sea View at ***, Saint Ann, Jamaica; and a Travel Protection Vacation Waiver with Expedia Inc.
Upon review, on August 21, 2019, Mr. contacted Expedia, requesting compensation due to the hotel not honoring the bed types requested by the customer and the air conditioner not working the last two days of the stay, which caused great inconvenience and distress to the customer and his guests. Between August 21-24, 2019, Expedia attempted to contact the hotel by phone to request a refund/compensation but we couldn’t get a hold of a manager. On August 24, 2019, per the hotel’s instructions, we sent them an email on behalf of the customer, describing the issues and requesting compensation. On August 31, 2019, we received a response from the hotel’s manager, where they confirmed the air conditioner issue and extended apologies to Mr. for the inconvenience, and advised that bed type requests are not guaranteed and are subject to availability at check-in. The manager didn’t provide authorization for compensation. We informed Mr. of the resolution the same day via email. Expedia continued to advocate on the customer’s behalf with the hotel, but was unsuccessful.
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’s Terms of Use 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.”
Expedia values Mr.’ business and issued a refund in the amount of $1,000.00 back to the customer’s original form of payment. The refund should be seen in the customer’s account within seven days.
Again, 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,
Gayana W
Corporate Customer Service
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