On July 15th, I booked a round trip flight from SFO to Bos through *** (*** confirmation code: ***). The flight was cancelled the same day and I reached out to both Expedia and *** numerous times to get a response as to why the flight was cancelled. I could not get a response and wasted lots of time on customer service. Although the flight was nonrefundable, expedia still has to either offer me a replacement flight or give me a refund which neither have happened yet. This is very irresponsible as me and my family primarily through Expedia, but will have to reconsider if this situation cannot get resolved as I cannot deal with cancelled flights and poor customer service. The itinerary number is #
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 Mr. *** Revdex.com case number *** requesting a check for $470.16 or a gift voucher.
Our records indicate on July 15, 2019, Mr. or an authorized user of the Expedia account purchased one round trip flight on *** departing on July 16, 2019 from San Francisco, CA to Boston, MA and returning July 23, 2019 via itinerary number ***. A confirmation email was emailed on July 15, 2019, it has not been opened or reviewed; and email to add travel protection was emailed on July 15, 2019 but the protection was not added to the reservation.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on Mr. called in numerous times trying to cancel his reservation. Mr. stated he did not book the ticket himself, says his brother booked it without his permission. Our representatives advised that the ticket was a basic economy fare and that it could not be cancelled even within 24 hours after creating the booking. Mr. stated the website did not say there was no 24-hour free cancellation period during the booking process. Our representatives re-advised the ticket could not be cancelled; the reservation was left as it was no changes were made.
After further review on September 16, 2019, Expedia reviewed the reservation, the notes on the account, the email and the confirmation itinerary. The reservation booked for a basic economy fare that was non-refundable and non-changeable. There is no refund or voucher available for cancelling the flight as the flight was non-refundable, non-changeable and non-transferrable.
The confirmation itinerary shows the following rules for the *** Basic Economy Fare:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier Rules
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 or a voucher. 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 17, 2019
here is the proof that my flight was cancelled by Expedia, attached is the cancellation e-mail. Thanks.
Expedia.com Response
• Sep 18, 2019
September 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com 138207027 consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding the flight reservation being cancelled and request a replacement flight or a refund. 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. When the reservation was created on Expedia.com the website advised the ticket that was being created was nonrefundable, nonexchangeable and nontransferable. No flight or route changes were permitted and the no-show penalty was 100% on nonrefundable tickets. On July 15, 2019, Mr. contacted Expedia about the ticket being cancelled.
Expedia contacted ***, *** advised that the “customer” called them and requested to cancel the reservation. Our representative advised Mr. that *** was willing to reinstate the cancelled reservation. It is documented that Mr. did not want the ticketreinstated and understood it was a lost value. Expedia contacted *** on September 18, 2019 and they advised that they have it noted their record that the ticket cannot be refunded. They were unable to see any other information because the record was passed dated.
Based on the above, Expedia is not able to offer Mr. a reinstated ticket or a refund. 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 FCorporate Correspondence Team
Tell us why here...
I booked a packaged deal through the Expedia website on 9/3/19, on 9/4/19 an email was sent to me stating that the flight portion of my reservation was cancelled, I received the email on 9/5/19 and immediately called Expedia to see what happened and was notified that the airline cancelled the flight and it wasn’t there issue so to contact the airline. I contacted the airline and they said the flight was not cancelled and there are still available seats. When I called Expedia back and explained to them what American Airlines told me they then said they can rebook the same flight but the price went up by $200. I asked the representative why I would be paying an addition $200 when they are the ones that made a mistake and the rep told me they do not have authority to change pricing but will transfer me to a manager, I was transferred to a manager and told the same thing, they did not know why this happened but said they will issue me a $200 hotel credit for my next booking. I let the manager know I did not want a credit I just want my flight at the original price I paid (which still has not been refunded) he said there was nothing he could do and transferred me to corporate, the First Lady I spoke to at corporate was extremely rude and said I am the one who cancelled the flight and I need to pay the additional $200 I advised her I did not cancel anything and she said she can see it was done one the website, I let her know again that I did not cancel the flight and asked her what sense would it make for me to have a hotel in a city that I won’t even be in since there is no flight, she then basically called me a liar and said that there is nothing they can do for me and I must pay the additional charge, when asked to speak to her manager she place me on hold for 30minutes and hung up on me, I called back and spoke to Evette at the corporate office and she placed me on hold for about 15min to review the notes and hung up on me as well. Please help!
Expedia.com Response
• Sep 15, 2019
September 15, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on June 29, 2018, ***, or a person authorized for the Expedia account, booked combined one way flights traveling from Los Angeles, CA to Las Vegas, NV, departing on July 6, 2018 with *** and returning on July 9, 2018 with ***.
The terms and conditions of the flights included that they were nonrefundable. The terms and conditions were provided at the time of booking and accepted.
We received no contact from our customer advising of any issues with the flights. No refund requests were made during the time when the ticket was valid. At this time, neither refunds or changes may be made to the ticket because the records were purged one year from the date of issue.
As the terms and conditions were provided no compensation is available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Customer Response
• Sep 15, 2019
Complaint: ***
I am rejecting this response because:
This just goes to show how unorganized this company is, I never booked a flight to Vegas on June 29 2018 my complaint is not for a refund either so they clearly do not read their customers concerns, they must have an auto reply bot responding to complaints so they can say they address all complaints. I am not re typing my entire complaint so please resend my original complaint and hopefully they actually take the time to read, understand and respond correctly.
Sincerely
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 contacting Expedia regarding the complaint from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
We previously responding for the only itinerary that was located with the information provided. If *** has another itinerary that is the subject of the complaint we need him to provide the itinerary number so that we may review the 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.
I bought tickets for *** & received confirmation my tickets had been purchased & I'd receive the tickets within 24 hrs, I then booked flights & accommodation costing approx £4000. I waited for my tickets to arrive, after 3 days I received nothing, I made numerous phone calls over the next days to chase the tickets & was told there were no issues & I would receive the tickets with 24 hrs, the money had left my bank account with no issues. After another 24 hours passed I rang again, this was 1 week after the original booking, I was informed that the transaction was fraudulent & my bank had rejected the transaction, I knew this was a lie as I actually work in the fraud department of the bank I used to pay with, I checked the transaction & it had gone through fine with no issues flagged by my bank. I was asked to send an email to the dept who deals with this to resolve I emailed them & no response came so I chased them up, still no response I've sent 7 emails which have been ignored. I've made 100+ phone calls with people saying someone will get back in touch with me, clearly nobody is ever going to respond or ring me. The issue in my opinion is clear Expedia issued a discount code which gave 25% off the cost which resulted in my getting £323 off the price of my tickets, the discount code went viral &lots of people used the code for *** tickets. Expedia realised this & cancelled the code. They set about cancelling the bookings of people who hadn’t had their tickets issued by *** with the excuse that the transaction were fraudulent, this is a complete & utter lie. I now flights & accommodation booked & children who think they are off to *** & I can not afford to book the full price tickets my flights & accommodation are now useless to me, all because Expedia value a small amount of money to them & lie to save that money. They are happy for me to rebook using the same card but they want the full price which I cannot afford.
Expedia.com Response
• Sep 19, 2019
Dear
Revdex.com,
Thank
you for taking the time to contact Expedia.co.uk regarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the
comments and concerns that have been brought to our attention. Expedia.co.uk is
disheartened that the customer felt their concerns were not resolved adequately
by our company prior to seeking further actions from you. Expedia.co.uk
is responding to the consumer complaint from Mr *** (Revdex.com case number ***)
regarding a cancelled reservation.
I
understand that Mr *** is not happy about the experience and wish to know the
reason, as why the booking was cancelled? I regret to hear that his experience for this booking was disappointing this
time.
We
have investigated this case and Upon review, we found that Mr *** reservation
was cancelled with a full refund by our fraud team due to a suspected fraud.
The team further investigated the issue and removed the suspected fraud tag from
his account. Mr *** was informed that his reservation will be reinstated
along with a full refund. However, the reservation was already cancelled. Mr
*** has already rebooked the reservation and we have refunded the booking
cost due to the inconvenience caused. We
have raised a feedback for the agent handling the customer’s booking for
further geedback and training. Please
share our investigation details with (customer name) and let us know in case of
any concerns.
We do
hope that in light of Mr *** most recent experience, he will decide to
continue to use Expedia.co.uk for his future travel needs.
I booked a flight with Expedia from Miami to Paris on 9/2-9/18/19 (Itinerary # ***), from Paris to Warsaw on 9/5 (***) returning from Warsaw to Paris on 9/17/19 (***). Due to hurricane Dorian we had an emergency in state of Florida. I begin calling Expedia on 8/30 to figure out what is my situation. From 8/30 to 9/3 I spend close to 9 h on the phone with them. Every time after 30min-1h waiting I was connected to foreign country. The representatives had no idea what is going on, how to deal with the clients. I spoke to John, David, James (the only one who try to help),Hary, Roge?, Kevin, Nicki, Peter. Some of them hung up on me when they could not find anybody speaking English at the airlines they booked the flight for me with (***). Some of them kept me on hold up to 20min at the time. When I fund on *** web (nobody from Expedia informed me of anything) thet the flight is canceled I tried to check my options with Expedia, they had no clue what is going on. I contacted airlines directly they sad they can re-book my beginning flight (Miami-Paris) but the closest available seats are on flight on 9/7 and I have to return back on 9/18 like it was planned (5 days shorter then planed). I did not want to do this. I was told I have to contact Expedia if I want refund. Expedia. Peter from Expedia open case for me on 9/3. I suppose to hear from them in 48 h.
Because I did not fly from Miami to Paris I could not continue my trip to Poland too.
I lost the money for a hotel I paid in advance, car rental, some attraction I purchase in advance.
I simple can not afford do go to Paris anymore.
My trip was booked trough Expedia, I did not fly when I suppose to so I should be able to recover the money. Expedia should be refunding money and try to collect it from the airlines after all we were in emergency situation and instead of helping they make my life a nightmare by incompetent customer service.
Expedia.com Response
• Sep 13, 2019
September 13, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline ticket refund request. Our records show on July 9, 2019, Mrs. self-booked two one way tickets via itinerary *** from Miami, Florida to Paris, France. The total amount paid for the booking was $1097.80. We understand from Mrs. complaint, she also booked two other flight reservations on another two different itineraries. Mrs. is now requesting a refund for all three itineraries claiming she could not use the tickets due to hurricane Dorian. After reviewing this case we were able to confirm that Mrs. called Expedia on September 4, 2019, and spoke to a supervisor who explained we called the airline several times and the airline did not have anyone that spoke English. The supervisor checked with a manager who suggested the customer should file a claim for the transaction with her bank. Previously the same day the customer had called and was being assisted by an agent. However, Mrs. told the agent she was already speaking to an airline agent who was assisting her and no longer wanted Expedia to remain on the line with her. At no time were the other itineraries mentioned or the fact that the customer wanted to be refunded due to hurricane Dorian. Mrs. booked two other itineraries which did not include any flights from Florida. These itineraries are non-refundable and are considered lost if not used. Itinerary *** does not start until September 17, 2019. We highly suggest Mrs. contacts customer support before September 17, 2019, if she wishes to make any changes before the booking is considered as lost value. We thank you for allowing us the opportunity to address the issues that were brought to our attention. We again must inform you Mrs. that no refund will be provided. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Corporate Correspondence Team 1-800-397-3342
I arrived to the Miami Airport at 4:15 pm on 8/25/19. We arrived to the *** desk by 4:40 pm and were told the name on the reservation (*** Hotic, my partner) needed a credit card in his name to continue with the reservation, not his DEBIT card that he used to pay for the reservation in advance. Since his credit card was stolen a week prior to our trip, we didn't think anything of this problem since we haven't ever had issues before. We have always used his name on our car rentals and used my credit card (better kick back) for incidentals and what-haves. Since we never had an issue we didn't think we would have a problem and honestly it didn't even occur to us until we got there. However, since this car rental was for a Mercedes vehicle, a premium rental, the card on file (which was a DEBIT card, paid for in advance through Expedia) could not be used; it had to be a credit card. OK, no big deal, we will just put it on my credit card (we do not have the same last name). However, *** policy is that the name on the credit card has to match the name on the car reservation; again we have never encountered this either. The *** agent also told us that they could not change anything on the reservation because we booked it through a 3rd party, Expedia.com. So we called Expeida to get the name of the reservation change to mine, to match my credit card. We were told that was no big deal and to hold. We held for 1 hour and 46 min TOTAL. Within the first hour we were transferred to a supervisor to help the situation; so we thought, ok great! At no point during that first hour did anyone from Expedia tell us we could NOT change the name on the reservation. If they had told us that we could not change the name or that it would be a lengthy, multiple day process would we wouldn't have stayed on the phone after an HOUR. After an hour, the supervisor said they just had to confirm with *** car rental that they received our name change request and we will be good to go. 30 min run by and we still have no resolution. I am 4 months pregnant and have been traveling for 6+ hours that day and the next day was my BIRTHDAY, in which we were taking this trip to celebrate. After being told that by Expedia that we agreed to the terms ("The driver must present a valid driver's license and credit card in their name upon pick-up.") and YES at the time he had his credit card no problem and we didn't foresee this issue when it was lost (and we have never had this problem before so again, we didn't realize that this was going to be a huge deal). So Expedia first said we had to wait 24 hours before the request would go through. I asked her how we were supposed to get to the Hotel in South Beach if we didn't have a car rental and she said a taxi. I said but we paid for a car rental and still didn't have a car, didn't we spend enough money? Isn't there anything you can do? And she said No. So by then, the *** car rental manager Danny said he would give us a mustang car rental for the same amount of time coverage and damage protection for roughly $235 IF they could refund our car rental through Expedia. Once I asked the Expedia agent that she said no, they don't offer refunds. But in the terms and agreement on the purchase from Expedia it states, "Cancellations can be made free of charge up to and including the day prior to your pickup date, and your card will be refunded in full.". I told her I interpreted that as same day, current day, too and she said No. No refunds would be allowed. So I was utterly lost on what to do. Expedia took close to $500 for a car rental and we were told to sit and wait for something to happen?! I was furious!! Then, by the end of the conversation she told us 3-5 business days for our car rental name change request to happen. I am not sure if she was just being vindictive at that point since I wasn't being very nice (I was nice this whole time and now they offered us NOTHING in return) after an hour and 46 min but regardless she was beyond unprofessional, didn't offer ANY alternatives and did not respect out time or money we had invested with the company. Luckily, to get us on our way, Danny a manager with *** offered to rent us a Mustang so we could at least get to our Hotel that night. He said if the name change request came through before we left Miami the next day (since we had a hotel booked in Key West Monday night), he said we could just swing by and exchange the Mustang for the Mercedes and be on our way. If it wasn't for that generous offer, I am not sure what we would have done. Sadly, our request never was processed. In fact, Expedia emailed me by Thursday 8/29/19 6:09 PM, saying our request was cancelled since we stating, "We have received an email from the car rental and we were advised that you were able to use your reservation." Which ironically isn't true; we were able to use a cheap Mustang rental since they NEVER followed up on our name change request.
Expedia.com Response
• Sep 11, 2019
September 11, 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 car. We understand *** is requesting a refund.
Our records indicate on June 16, ***, or a person authorized for the Expedia account, booked a package that included a prepaid rental for a Premium two or four door car, for seven days, with pick up on August 25, 2019.
The terms and conditions for the car rental stated that the Premium 2/4Door Car would be a Mercedes-Benz Cla or similar. The customer received the reservation as expected.
We contacted the car vendor to advocate on the customer’s behalf regarding their complaint. They advised that the rental that was booked for *** was provided and the only charges billed directly by the car vendor were for an Express Toll Unlimited plan.
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 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 additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
The car reserved was a Premium 2/4 Door car. It was described as Mercedes-Benz CLA Coupe, or similar. A CLA Coupe was not guaranteed.
Expedia is a third party offering items from travel suppliers such as airlines, hotels and rental car agencies. We do not have control over the travel suppliers inventory or the make of car provided. We advocated for our customer and did not receive a waiver from the travel supplier.
While we understand that the make of car was not preferred by the customer, we are unable to provide compensation, as the terms and conditions were provided at the time of reserving the item.
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 17, 2019
Complaint: ***
I am rejecting this response because: I should get a partial refund.
I booked a flight through expedia. I had to cancel, and was issued an 1,100 dollar refund to be used as airline credit. Expedia has continually booked flights for me, but not applied the credit, resulting in the flights being cancelled without my knowledge.
I have spent over 10 hours on the phone with expedia.
Expedia.com Response
• Sep 15, 2019
September 15, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. We understand
Mr. is requesting a full refund of $1,108.80, as he cancelled his flights with an *** credit however, we did not apply the credit towards
any flights.
Our records indicate that on November 28, 2018, Mr. or an authorized user of his Expedia account self-booked a flight reservation using Expedia’s
website, under itinerary *** with ***s departing Boston, MA to Rio de Janeiro, Brazil on May 18, 2019 and returning on May 25,
2019. The total cost was $1,108.80.
Upon review, on September 5, 2019, Mr. called in to use the travel credit towards new flight options. The customer agreed to exchange to the new
flights which was less in value which left a Travel Voucher totaled $322.00 toward the next future booking. We contacted ***s who verified the
customer was charged $1,108.80 and new flights and tickets was issued. We have sent the customer via email a copy of the new itinerary for review.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we are unable to honor his refund
request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Sep 16, 2019
Complaint: ***
I am rejecting this response because:
I did not ask for a full refund. I never have. I have documented in my emails, all I want is travel credit in the amount that I paid, minus cancellation fees. I was told over the phone on 9/5 that I would receive this credit, and then received another phone call saying I would not, and that a cancelled flight could only be exchanged for one flight, the rest of the money would be void. I ask for clarification, and was told I would receive a call back from corporate. I never did. Additionally I was asked to send bank records proving I actually paid for my flight.
I have spent 10s of hours trying to just spend the money I paid to expedia. I am not asking for anything other than the ability to spend the money I paid them.
Sincerely
Expedia.com Response
• Sep 18, 2019
September 18, 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 his flight reservation. We understand
Mr. is requesting a full refund of $1,108.80, as he cancelled his flights with an *** credit however, we did not apply the credit towards any flights.
Our records indicate that on November 28, 2018, Mr. or an authorized user of his Expedia account self-booked a flight reservation using Expedia’s website, under itinerary *** with
***s departing Boston, MA to Rio de Janeiro, Brazil on May 18, 2019 and returning on May 25, 2019. The total cost was $1,108.80.
Upon review, on September 5, 2019, Mr. called in to use the travel credit towards new flight options. The customer agreed to exchange to the new flights which was less in value which left a
Travel Voucher totaled $322.00 toward the next future booking. We contacted ***s who verified the customer was charged $1,108.80 and new flights and tickets was issued. We have sent
the customer via email a copy of the new itinerary for review. Therefore, no credits is owed as the customer has used the credits to exchange his flight. The Travel credit of $322.00 can be used towards
the next future exchange or booking, but this is not a cash value credit Mr. needs to contact Expedia or ***s to use this credit voucher towards his next flight.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we are unable to honor his refund request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I was charged twice for the same item.I was charged $461.26 twice for Itinerary # *** which included a flight and car rental. I contacted them several times to resolve the issue. I even sent them a copy of my credit card statement that proves I was charged twice by their company. They keep saying that I was only charged once and refused to credit my account for the double charge.
Expedia.com Response
• Sep 15, 2019
September 15, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #:***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our
attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package reservation. We understand *** is requesting a refund of $461.26 as
she was double charge for a cancelled reservation.
Our records indicate that on July 4, 2019, ***, or an authorized user of the Expedia account, self-booked a flight and car reservation using Expedia’s website, under itinerary ***
and *** with *** departing Atlanta, GA to Philadelphia, PA, on July 27, 2019 and returning on July 28, 2019, with added car rental for *** and Travel Protection
Collision Damage Plan and Travel Protection Cancellation Plan. The total cost was $461.26.
We verified that Ms. booked another itinerary *** in *** account for the same exact travel details.
Upon review, we can confirm that the customer never cancelled itineraries *** and ***. We show that itinerary *** tickets were used, however, itinerary
*** tickets were suspended as they were never used for ***. *** cancelled the flights and still charged the customer for $299.60 under *** ending in ***. Also, the
added components car rental and travel protection, of itinerary *** was never cancelled therefore, she was double charged for the full amount of $461.26.
While we regret to hear of Ms.’s experience, based on the above policy Expedia is not able to process a full refund as Ms. never called to cancel ***’s itinerary ***.
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,
Dez M
Corporate Correspondence Team
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 taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the
customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package reservation. We understand *** is requesting a refund of $461.26 as she was double charge for a
cancelled reservation.
Our records indicate that on July 4, 2019, ***, or an authorized user of the Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** and *** with ***
Airlines departing Atlanta, GA to Philadelphia, PA, on July 27, 2019 and returning on July 28, 2019, with added car rental for *** and Travel Protection Collision Damage Plan and Travel Protection Cancellation Plan. The
total cost was $461.26.
We verified that Ms. booked another itinerary *** in *** account for the same exact travel details totaled $461.26.
Upon review, we can confirm that Ms. only cancelled itinerary ***, flight tickets were "voided" and any amount should have released back onto her credit card within 3-5 business days. We also show on July 4, 2019,
we processed a refund for the total amount of $132.66 and $29.00 totaled $161.66. However, if the customer have not received these refunds they can contact their bank to verify the transactions. Here is the Transaction ID’s for the
refunds: ***.
While we regret to hear of Ms.’s experience, based on the above policy Expedia is not able to process a full refund as Ms. needs to verify with her financial institution. 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,
Dez M
Corporate Correspondence Team
Customer Response
• Sep 28, 2019
I have decided to let the credit card company deal with this problem. First, Expedia stated that I didn't cancel the reservation. I proved to them that I did cancel it based on the email they sent me. Second, they stated that they sent a refund back to my credit card. I sent a copy of my credit card statement showing no refund was sent to me and they still want to state they sent it. Thirdly, the amount they supposedly sent was less than what the email stated they would be sending to me. I am very upset and disappointment with the way they have treated this problem. People make mistakes and I proved to them that the mistake was totally on their part. My credit card company with deal with them from this point on.
booked airline tickets through expedia via *** on 10/29/2018 to fly to China in May 10 2019. Tour company (Tauck) cancelled trip in March.2019.Expedia sent us a credit voucher: CANCELED FLIGHT CREDIT VOUCHER
Important:
Please retain a copy of this email, as it serves as your flight credit voucher.
Dear ***,
Per your request, we canceled your flight reservation.
You have a credit voucher with *** for $7,692.76.
To use your credit voucher for a new Expedia travel itinerary, please do the following:
1. Search for alternative flights at Expedia.com/flights, with the following in mind:
a. At least one leg of your flight must be on ***.
b. Your airline credit expires 29-October-2019. To redeem your credit, you must book your travel by calling Expedia by 29-October-2019.
c. Credits are issued for each traveler and are non-transferable.
2. Call 1-800-237-1078 to book your new itinerary. Please provide the itinerary number (***) and airline confirmation code () to the representative.
*A note about airline rebooking fees:
The airline collects a rebooking fee when you redeem your credit voucher. This fee varies, typically ranging between $100 and $300 per person. Many airlines will not allow a credit to be applied towards the rebooking fee.
Your total rebooking fee applicable to this itinerary is $301.26.
If you have any questions about this credit voucher, or you are ready to book a new itinerary, please call 1-800-237-1078 to speak to an Expedia Customer Service representative.
Canceled Trip Details
Expedia Itinerary No.: ***
Airline confirmation code:
Traveler Information:
***
*** Total Airline Credit: $7,692.76
Tried to rebook trip 9/5/19 for flights in June 2020. Expedia now says *** won't honor tickets past May 2020. NOWHERE IN THE CREDIT VOUCHER IS THERE ANY MENTION OF A TIME LIMIT TO FLY Expedia now says we cannot use this voucher for the June trip.
Expedia.com Response
• Sep 12, 2019
September 12, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.Our records indicate on October 29, 2019, ***, or a person authorized for the Expedia account, booked flights for two passengers with ***, traveling from New York, NY, USA to Beijing, China, departing on May 10, 2019 and returning on May 27, 2019, as well as a Flight Protection Plan with Travel Guard.We see that the customer called on September 5, 2019 and was provided new flights paying the cost of the change fees. On September 6, 2019 the customer was contacted back and provided confirmation of the new flights.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 SCorporate Correspondence Team
Customer Response
• Sep 13, 2019
Complaint: ***
I am rejecting this response because: Yes eventually, after at least 6 hours on the telephone and speaking to 5 or 6 levels of supervisors we were able to get the flights. However, we had to separately pay a change fee of $600 which was not allowed to come off the credit of approximately $7600, and the difference between our original payment and the value of the tickets ($5500 approximately, if currently booked on Expedia) was "lost".
I do appreciate Expedia being able to get us the flights, but they must correct their policies as written in their credit voucher (I have supplied a copy in my complaint) such that any time limits on rebooking must be clearly stated.
Hello,
I contacted Expedia and spoke with 3 people .. a rep, a supervisor and a manager regarding Expedia's GOLd member benefits that is misleading me and other customers on their website. On a number of occasions, I book a hotel via Expedia as a Gold member and select their VIP hotels because as a GOLD member according to Expedia I get room upgrade and other great services and benefits...however on.my upcoming trip to Excellence Resorts in Mexico, Cancun on 9/7-9/11, I was informed by Expedia that I'm not eligible to get these benefits although I'm a Gold member and selected their VIP hotel which promotes these benefits on their website.
I sent Expedia 4 screenshots, there's nothing upon reserving this hotel that indicates that as a GOLD member, that it's up to the hotel to decide what benefits are granted to GOLD members at VIP selected hotels. As stated previously to Expedia, this is not the first time I've ran into this issue where VIP hotels like one I stayed in, in NY had no idea of Expedia VIP hotels nor their GOLD member status.. it's really disappointing that this resort in Mexico is offering a bottle of wine while it's an all inclusive resort where drinks are free.. and this offer is also offered everywhere else online ...so its nothing special being GOLD member nor selecting VIP hotels as promoted and encouraged by Expedia... I spend over 10k a year to be disappointed every time and its embarrassing. I want Expedia to honor my upgrade for this trip..
Expedia.com Response
• Sep 10, 2019
September 10, 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 free room upgrade.
Our records indicate on August 4, 2019, ***, or a person authorized for the Expedia account, booked four night with the *** - Adults Only - All Inclusive for check in on September 7, 2019.
Expedia Rewards Gold member benefits include:
· Free room upgrade when available and perks.
· 30% more points when you book a VIP Access hotel.
· 24/7 expedited customer service with our specialized Gold agents.
On September 3, 2019 our customer requested to have a free room upgrade with the hotel. We contacted the hotel on their behalf, and they advised the free room upgrade requested wasn’t available; and, they advised they would provide a free bottle of wine.
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 10, 2019
Complaint: ***
I am rejecting this response because: Expedia is misleading customers and advertising misleading hotels for benefits that doesnt apply or exist. I'm requested for Expedia to credit me $250 for the inconvenience.
Sincerely
Expedia allowed me to book a room at a hotel that had no available rooms and had been sold out for over an hour. I contacted Expedia the next morning to see about a refund as this is course of action hotel advised. Expedia has responded via email 4 days later saying hotel has denied refund. I had requested phone call and email which I was supposed to receive Monday and nothing. After seeing the charges post to my account today I have again contacted Expedia and am being told that the hotel has denied because they did have rooms available even though I was not able to check in.
Expedia.com Response
• Sep 11, 2019
September 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is seeking a refund of $96.05, since she wasn’t able to use her reservation.
On September 1, 2019, Ms. or an authorized user to the Expedia account self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with *** by ***, Forest City, NC for a check in on August 31, 2019 and check out on September 1, 2019.
We verified on September 1, 2019 Ms. contacted Expedia stating that her reservation was inactive. After contacting the hotel to confirm Ms. couldn’t check in, Expedia processed a full refund of $96.05 on September 4, 2019. 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.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I have a flight booked to Charleston SC this weekend and due to Hurricane Dorian the area was asked to evacuate. The event I was planning to attend has also been cancelled therefore I no longer am able to travel to my destination. I spent 45 minutes on the phone with a rep from Expedia today requesting a full refund for my flight and he would not honor my request. This is extremely horrible customer service and it seems like a no brainer that I should be able to get a full refund considering the circumstances. There is no way me and my child would travel in such dangerous weather conditions and the agency should be accommodating in these situations to avoid losing loyal customers.
Expedia.com Response
• Sep 10, 2019
September 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show that on March 3, 2019, Ms., or an authorized user of the Expedia account, self-booked a flight on Expedia’s Mobile site under itinerary ***. Travel was with *** from Louisville, KY to Atlanta, GA, departing on September 6, 2019 and returning on September 9, 2019. We understand Ms.’s flight was affected by a major airline-initiated cancellation, and she is requesting a full refund in the amount of $553.00.
On September 3, 2019, Ms., contacted Expedia to discuss the airline-initiated cancellation of the flight departing on September 6, 2019, we provided the “Delta Exception Policy”, to assist in rebooking her flight, however at that time she decided that option wasn’t acceptable.
Additionally, Expedia’s Terms of Use and Basic Economy Fare Restrictions, which were agreed to by Ms. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Delta Basic Economy Fare Rules
Restrictions include:
Airline assigns seats
Bring a carry-on bag
Pay to bring a checked bag
*No refund 24 hours after booking
*Changes not allowed
Bring a personal item
Upgrades not allowed
Board in the last group
On September 9, 2019, we advocated on the customer’s behalf by reaching out to the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to request a refund. *** denied our request per their “Exception Policy”, and the “Basic Economy Fare Restrictions”.
Moreover, for verification purposes Ms. may review the “Exception Policy”, through the following *** hyperlink:
***
The “Exception Policy”, indicates that Ms. may reschedule her flight before September 15, 2019; the change fee will be waived. However, a difference in fare may apply. Final travel must be completed by end of ticket validity, one year from date of original issue. However, if travel cannot be rescheduled within that guideline, Ms. may apply any unused value of her tickets toward the purchase of new tickets for a period of one year from the original ticket issuance. Applicable change fee and fare difference will apply for new travel dates. Final travel must be completed by end of ticket validity, March 26, 2019.
Nonetheless, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated cancellations occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies.
Furthermore, Ms. may contact Expedia directly at the following number (877) 227-7481, during the ticket validity period to utilize her airfare credit. 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.
Expedia is billing me for guests that never showed up to my hotel.
I removed all dates to stop this from happening because they are charging for no shows and demanding I reimburse the full cost of the hotel bill even though no guest(s) showed up/checked in.
I am being asked to pay 773.59 USD for guests that did not stay at my hotel.
I closed off the calender to avoid any issues and expedia reopened it without my permission or any notification.
Expedia.com Response
• Sep 11, 2019
September 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia. 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 an Expedia listing.
While Mr. did not provide a listing name or additional information, from his complaint details it seems he is the owner or operator of a property listed on Expedia’s website.
We respectfully ask Mr. to reach out to the Expedia representative assisting with his vendor account, as they will be best fit to assist him. He can also reach the appropriate team by calling 1-888-397-1786 (toll free).
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a flight with Expedia for *** going to Aruba. Expedia, on their own booked my flights as "one way" even though I asked for round trip. As a result, *** canceled my return flight and is refusing to give me a full refund. Instead, they are sending me to several cities on my return flight and I'm coming home much later. Expedia has refused to help me resolve this issue.
Expedia.com Response
• Sep 11, 2019
September 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***-*** (Revdex.com case number ***) regarding flights. We understand ***-*** is requesting a refund.
Our records indicate on February 13, 2019, ***-Sims, or a person authorized for the Expedia account, self-booked a package for two passengers including combined one-way flights with ***, traveling from Baltimore, MD, USA to Oranjestad, Aruba, departing on November 23, 2019, returning on November 30, 2019 and a car with ***.
We understand that the return flight was affected by an airline-initiated schedule change. The customer had the option to accept the new flights offered by the airline or to cancel the return flight for a refund in order to book flights more preferred. The customer opted to take the flights offered. As such, a refund is not available.
Expedia does not provide compensation for airline-initiated schedule changes.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked my flight to Cancun, Mexico on August 19, 2020 for a round trip, I received a confirmation email on August 19, 2020 for Itin# *** that one way tickets was purchased in the amount of $3677.77. I checked my credit card and I was billed $4,181.67. I call Expedia on 8/31/2020 and asked why the discrepancy. I was informed by Supervisor Megan on 9/3/2019 and someone from corporate that I agreed to a round trip charge of $4,181.67, however my confirmation states that one way tickets were purchased which led to a savings of $503.90. I am asking for the savings of $503.90 for the 2 one way tickets that were purchased.
Expedia.com Response
• Sep 11, 2019
September 11, 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 package. We understand *** is requesting a refund.
Our records indicate on august 20, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including combined one way flights traveling from Baltimore, MD, USA to Cancun, Mexico, departing with *** on November 28, 2019, returning on December 1, 2019 with ***, three nights with the *** and ground transportation.
We regret to hear that the customer was charged $4181.77 and was advised the charges would be $3677.77. A refund of $503.94 was provided on September 11, 2019 to the original form of payment used for the package purchase. The refund timer 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.
My husband and I stayed at *** - *** on 8/7/19 - 8/8/19. The normal price of the hotel is $84/night. Our flight was cancelled due to thunderstorms along with hundreds of other people. When I looked it up online the price was $199. However, when I called (booked through Expedia) the price had risen to $259/night plus taxes. When we got to the hotel, we found the floor of the room was dirty. The shower would not drain even after an hour, and the floor in the shower was moldy. The large wooden towel holder in the bathroom was falling out of the wall. The light above the bed was falling out too. There were cigarette burn holes in the blankets (this was supposedly a non-smoking room). The room was the most horrible hotel room my husband and I had ever stayed in, and we ended up paying $304.65 for it. We felt we were being taken advantage of because of the cancelled flights at the airport.
We have stayed in *** before. The rooms in the past have not been fancy, but they have at least been clean and in working condition. This was not the case with the room we had in Elizabeth, NJ. We felt totally ripped off and taken advantage of, both due to the price and the condition of the room. We feel we deserve to be reimbursed for the room, or at least credited with a free stay in another *** in the future.
We would like to feel like *** has some kind of standards when it comes to cleanliness and reliability. Otherwise, we will not trust this name in the future, and we and our friends will simply stop staying at ***.
Please help us make this situation right. Thank you for your understanding.
FYI - This room was booked through Expedia.
Price summary
Price breakdown
Room price: $304.65
1 night: $259.00
Taxes & fees: $45.65
Total: $304.65
Collected by Expedia
Expedia.com Response
• Aug 26, 2019
Revdex.com Case #: *** Hotel Site #: ?? Customer Care Case #: ??
Dear Contact:
Thank you for contacting ***.
*** is not a *** brand hotel.
Our brands include: ***® by ***, ***® by ***, ***® by ***, ***® by ***, *** and ***® by ***, ***® *** by ***, *** by ***®, ***® by ***, ***® by ***, *** by ***®, *** by ***, ***® by ***, *** 8® by ***, The Trademark Collection® by ***, ***® by ***, *** by ***®, *** by ***®, ***®, ***® and *** Hotels and ***®.
We hope you will consider *** for your future travel needs.
Cheryl Liaison, Customer Care ***, Inc.
Expedia.com Response
• Sep 10, 2019
September 10, 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 7, 2019, ***, or a person authorized for the Expedia account, booked a one night stay for check in on August 7, 2019 with the *** - ***.
We regret to hear that the hotel and room were not provided as expected. Issue with the room can be addressed directly with the hotel. If you still need assistance during your stay, we have agents available that can advocate on your behalf with the hotel or provide other assistance.
While we understand that the customer is requesting a refund, we are not able to provide a refund for a reservation that is completed. As a goodwill gesture, we provided an Expedia Travel Coupon worth up to $50.00 off a prepaid hotel stay, or hotel package, booked in the same account within the next year.
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 10, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Please issue the he $50 coupon for a future hotel business oking.
I booked *** for a stay May 17-18 in Pennslyvania. I purchased travel protection so I would be covered in the event of cancellation. I was not able to travel because my 3 month old infant was not well that day and we could not take her on the long drive from Rockland County to Philadelphia. Upon cancelling, I was told the procedure to submit a claim to be reimbursed. I was not aware that I would need a doctors note in order to get reimbursed. My infant was ill but I just called the doctor. I did not bring her in to be seen since she had a cold and there was nothing the doctor could do or prescribe for a cold.
Expedia.com Response
• Sep 11, 2019
September 11, 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 $620.00.
Our records indicate on April 24, 2019, Ms. or an authorized user of the Expedia account booked a one- night hotel stay at ***, in the *** arriving on May 17, 2019 and checking out on May 18, 2019; along with the Hotel Booking protection via itinerary ***. A confirmation itinerary was emailed on April 24, 2019, it has not been opened.
Upon receipt of Ms.’s complaint, we investigated the issues on September 11 , 2019, we were able to review the account, the confirmation itinerary and confirmation itinerary that appeared on Ms.’s Expedia account. There were are no calls or documentation about Ms. calling in to try to cancel the hotel and the reservation was not cancelled online. The reservation was booked as a nonrefundable hotel reservation. Ms. needs to contact the company about the hotel protection in regards to cancelling. As a courtesy we called the hotel and they denied refunding the reservation.
The hotel policy appeared as follows: on the reservation and confirmation:Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. In addition, at the time of completing his 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 Expedia is not able your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
My husband and I were preparing for our Honeymoon in Argentina when we utilized Expedia to book an excursion. We booked through Expedia to secure reservations for an excursion for a wine experience tour with the establishment entitled: ***. We received an email from the establishment "***" in *** on Christmas Eve to state that they would not be able to honor the reservation as they'd be closing their doors. I immediately contacted Expedia to advise that we would not be able to participate in the excursion due to the closing of the establishment. That was on Christmas Eve 2018. EVER SINCE THEN - I've been going back and forth with Expedia to retrieve my refund of $100 for the excursion that NEVER took place. I understand that there are rules and procedures in place and contracts that organizations must follow. However, given the current circumstance - this could have clearly been avoided. Not only have I been more than patient with the company of Expedia, I've supplied countless emails and the original copy of the email given to me by *** advising that they'd be closed. I just would like to receive my refund. I want to be sure that NO ONE goes through this experience like I did and will do whatever it takes to ensure that not only do I receive my refund, but that others understand that Expedia's customer service is non-existent, nor are they accommodating toward these unforeseen circumstances. Everyone I've spoken with through customer service has been less than helpful and continues to pass my concern around and avoid the conversation. I am baffled by the lack of concern any one has with this matter.
Expedia.com Response
• Sep 10, 2019
September 10, 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 *** (Revdex.com case number ***) regarding her activity reservation. We understand
Ms. is requesting a full refund of $99.48, as she is requesting a refund due to the vendor service she reserved was cancelled due to renovations.
Our records indicate that on July 22, 2018, Ms. or an authorized user of his Expedia account self-booked an activity using Expedia’s website, under itinerary *** for *** on December 25, 2019.
Upon review, on December 24, 2018, Ms. contacted Expedia requesting to cancel her reservation as she received an email from *** that they are under renovations until February. We were having difficulty in reaching the vendor which
delayed a resolution for the customer and it was not what the customer expected. However, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state: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.Please know that we will continue to do our best to improve our customer service procedures for a more timely resolution. While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we are able
to honor her refund request as customer satisfaction. The refund typically takes between 7-10 business days to process back to your financial institution. A refund receipt has been sent to the customer via email. 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 MCorporate Correspondence Team
Customer Response
• Sep 11, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I appreciate your thorough investigation and assistance with this request. Thank you.
We prepaid for a rental car through Expedia in January 2019. When we arrived to pick up the car in Zakynthos, Greece (August 2019), *** Rental Car would not provide the car because our international drivers license was going to expire during the trip. However, as we also had a valid roman drivers license they inappropriately declined us (per Expedia and *** that is all that is required). In fact, we walked down to *** and were able to get a car immediately with our valid drivers license. Furthermore, when they realized my wife was Greek, they offered to give us the car. However, as the car was stick shift, she could not drive it. They would not rent to me because I am American and not Greek. Upon declining to give us a car and telling us they never received our payment (from Expedia) and we would not be liable, we called Expedia and confirmed that since *** declined to give us the car, we would be fully refunded (by Expedia) However, two days later Expedia informed us that the *** had in fact received the money and would not refund, Expedia would not refund us. We spent a significant amount of time on the phone with *** and Expedia and were yelled at by *** agents. The *** agent was extremely rude and didn't want to listen to our side of the story. ***/Expedia kept our money and didn't provide a car. As such, we also had to rent another car at full rates. Even if we were in the wrong (in the case we were not), its hard to believe a Company would not refund a customer when they didn't provide a car. Expedia kept track of all of our calls and has confirmed to us that there is record of us calling on the day we arrived and that the Expedia agent told us we would receive a refund. This is important because had we not received this confirmation by Expedia, we would have fought with the *** agent to get the car. Expedia asserts that they don't need to refund us because *** won't refund them.
Expedia.com Response
• Sep 10, 2019
September 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) about a car rental reservation.
Our records show that on August 12, 2019, Mrs., or an authorized Expedia account user, self-booked a car rental reservation using Expedia’s website, under itinerary ***. The reservation was with *** Car Rentals in Zakynthos, Greece scheduled from August 12, 2019, to August 25, 2019. We understand Mrs. did not use her reservation. As a result, she is requesting a refund in the amount of $713.77.
On August 12, 2019, Mrs. contacted Expedia since her international driver’s license expired and she was denied use of the reserved vehicle. Furthermore, we advocated on Mrs.’s behalf by contacting the rental agency to request permission to cancel and process a full refund.
On September 10, 2019, *** completed their last review of our cancellation request. Therefore, Expedia processed a refund of $713.77, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly her bank processes refunds generally within three to seven days.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
My wife and I purchased a vacation package to Bahamas leaving Fort Lauderdale on 30 Aug to 1 Sep. Due to Prognosticated landfall of Hurricane Dorian we decided that it was not worth risking our lives to go to Bahamas when Dorian was expected to be in Bahamas the next day of arrival. We called and cancelled our reservation two days, one day, and day of and spoke with agents. *** announced waivers for change cancellation fees but the agency failed to call and cancel our reservation with ***. They kept telling us they emailed the hotel to cancel but did not get any confirmation before the Bahamas was hot by the hurricane. We have been told that we cannot get our money back for airfare even though *** said Xpedia did not cancel. We continue getting run around. I asked to speak to a supervisor but they made it difficult and have not been called to speak with one. We have been put on hold for at least an hour while they attempt to reach booking but they not once chimed in to tell us they were still trying. We called Xperia multiple times. We actually spoke to *** and the hotel over the phone and got verbal approvals that they could cancel as long as Xpedia called to do it. We are talking a package of $1421.59.
Expedia.com Response
• Sep 12, 2019
September 12, 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 *** (Revdex.com case number ***) regarding her package reservation. We understand
Ms. is requesting a full refund of $1,421.59, as due to Hurricane Dorian, she was unable to travel to her destination in Nassau Bahamas. Our records indicate that on July 23, 2019, Ms. or an authorized user of his Expedia account self-booked a package using Expedia’s website, under itinerary *** with *** Airways on August 30, 2019 and returning on September 1,
2019, at the ***. The total cost was $1,421.59.
Upon review, on August 29, 2019, Ms. contacted Expedia requesting to cancel her package reservation as she would not be able to travel due to the weather. We contacted *** who did not have any policies in place regarding Hurricane Dorian at
that time and was told to contact them back at a later time. We contacted the hotel and were required to an email to: *** and wait for a reply, we offered to cancel the package however, the customer left the
reservation as is.
On September 1, 2019, we received a call from Ms. to request to cancel her reservation. We contacted Jet Blue who stated the customer was tagged as a “no show” for the outbound flight. Therefore, no refund will be given. However, the customer
will have a future travel credit for $177.93 for their return with a waiver of the exchange fee. As for the hotel, we were having difficulty in reaching the vendor which delayed a resolution for the customer and it was not what the customer expected. Please
know that we will continue to do our best to improve our customer service procedures for a more timely resolution. However, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state: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.While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we are able to honor her refund request for the hotel as customer satisfaction totaled $742.33. The refund typically takes between 7-
10 business days to process back to your financial institution. A refund receipt has been sent to the customer via email. As far as Jet Blue, we must adhere to their policy with their future travel credit policy. 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 MCorporate Correspondence Team
I booked a Deluxe Room with a City View at the *** through Expedia. Upon arrival the gentleman at the front desk checked us in and gave us keys to our room. Once we go up to the room we see they gave us a standard room with a courtyard view. Now there is a HUGE difference between the Deluxe Room and the Standard Room. The Deluxe rooms are updated and clean and modern, the Standard rooms haven't been remodeled in who knows how long and they are extremely dirty and it was absolutely not how I wanted to spend my vacation in Israel. I called the front desk and told them this is not the room we booked and they said that they are sold out and this is the only room they have available. I asked for a refund at that point and they said that it is past the refund grace period. So let me get this straight, you put us in a disgusting room that we did not book and you won't refund us? Worst customer service. So he said they should have a deluxe room opening tomorrow and they will move us then.. so we checked back the next day and they said sorry there's nothing available. They played this game with us till the day we checked out. It was really a miserable experience. We did not have the city view, we did not have the modern room we booked and we were stuffed in a dungeon. To make matters worse there was mold all over the bathrooms in the rooms and both me and my cousin got extremely sick. I called Expedia and they are not willing to remedy this situation. We were scammed and bait and switched into an old outdated room that had mold everywhere that we would have never booked. It really was a miserable experience and I hope that Expedia will do what is right since they are who we paid and went through for this booking.
Expedia.com Response
• Sep 09, 2019
September 9, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel reservation. We understand *** is requesting a refund.
Our records indicate on August 13, 2019, ***, or a person authorized for the Expedia account, booked five nights with the ***, in a Deluxe Room, City View, for check in the same day.
On September 1, 2019 the customer contacted Expedia requesting a refund for reservation post-stay. We contacted the hotel regarding the customer’s request and a waiver was not provided.
Issues with a room should be addressed with the hotel directly. If assistance is needed we can contact the hotel to advocate during a hotel stay or provide other assistance. When a reservation has been used and a billing inquiry is made, waivers may only be approved by the hotel.
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 09, 2019
Complaint: ***
I am rejecting this response because:
I was bait and switched into a room I did not book.
On July 15th, I booked a round trip flight from SFO to Bos through *** (*** confirmation code: ***). The flight was cancelled the same day and I reached out to both Expedia and *** numerous times to get a response as to why the flight was cancelled. I could not get a response and wasted lots of time on customer service. Although the flight was nonrefundable, expedia still has to either offer me a replacement flight or give me a refund which neither have happened yet. This is very irresponsible as me and my family primarily through Expedia, but will have to reconsider if this situation cannot get resolved as I cannot deal with cancelled flights and poor customer service. The itinerary number is #
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 Mr. *** Revdex.com case number *** requesting a check for $470.16 or a gift voucher.
Our records indicate on July 15, 2019, Mr. or an authorized user of the Expedia account purchased one round trip flight on *** departing on July 16, 2019 from San Francisco, CA to Boston, MA and returning July 23, 2019 via itinerary number ***. A confirmation email was emailed on July 15, 2019, it has not been opened or reviewed; and email to add travel protection was emailed on July 15, 2019 but the protection was not added to the reservation.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on Mr. called in numerous times trying to cancel his reservation. Mr. stated he did not book the ticket himself, says his brother booked it without his permission. Our representatives advised that the ticket was a basic economy fare and that it could not be cancelled even within 24 hours after creating the booking. Mr. stated the website did not say there was no 24-hour free cancellation period during the booking process. Our representatives re-advised the ticket could not be cancelled; the reservation was left as it was no changes were made.
After further review on September 16, 2019, Expedia reviewed the reservation, the notes on the account, the email and the confirmation itinerary. The reservation booked for a basic economy fare that was non-refundable and non-changeable. There is no refund or voucher available for cancelling the flight as the flight was non-refundable, non-changeable and non-transferrable.
The confirmation itinerary shows the following rules for the *** Basic Economy Fare:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier Rules
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 or a voucher. 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...
here is the proof that my flight was cancelled by Expedia, attached is the cancellation e-mail. Thanks.
September 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com 138207027 consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding the flight reservation being cancelled and request a replacement flight or a refund. 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. When the reservation was created on Expedia.com the website advised the ticket that was being created was nonrefundable, nonexchangeable and nontransferable. No flight or route changes were permitted and the no-show penalty was 100% on nonrefundable tickets. On July 15, 2019, Mr. contacted Expedia about the ticket being cancelled.
Expedia contacted ***, *** advised that the “customer” called them and requested to cancel the reservation. Our representative advised Mr. that *** was willing to reinstate the cancelled reservation. It is documented that Mr. did not want the ticketreinstated and understood it was a lost value. Expedia contacted *** on September 18, 2019 and they advised that they have it noted their record that the ticket cannot be refunded. They were unable to see any other information because the record was passed dated.
Based on the above, Expedia is not able to offer Mr. a reinstated ticket or a refund. 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 FCorporate Correspondence Team
Tell us why here...
I booked a packaged deal through the Expedia website on 9/3/19, on 9/4/19 an email was sent to me stating that the flight portion of my reservation was cancelled, I received the email on 9/5/19 and immediately called Expedia to see what happened and was notified that the airline cancelled the flight and it wasn’t there issue so to contact the airline. I contacted the airline and they said the flight was not cancelled and there are still available seats. When I called Expedia back and explained to them what American Airlines told me they then said they can rebook the same flight but the price went up by $200. I asked the representative why I would be paying an addition $200 when they are the ones that made a mistake and the rep told me they do not have authority to change pricing but will transfer me to a manager, I was transferred to a manager and told the same thing, they did not know why this happened but said they will issue me a $200 hotel credit for my next booking. I let the manager know I did not want a credit I just want my flight at the original price I paid (which still has not been refunded) he said there was nothing he could do and transferred me to corporate, the First Lady I spoke to at corporate was extremely rude and said I am the one who cancelled the flight and I need to pay the additional $200 I advised her I did not cancel anything and she said she can see it was done one the website, I let her know again that I did not cancel the flight and asked her what sense would it make for me to have a hotel in a city that I won’t even be in since there is no flight, she then basically called me a liar and said that there is nothing they can do for me and I must pay the additional charge, when asked to speak to her manager she place me on hold for 30minutes and hung up on me, I called back and spoke to Evette at the corporate office and she placed me on hold for about 15min to review the notes and hung up on me as well. Please help!
September 15, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on June 29, 2018, ***, or a person authorized for the Expedia account, booked combined one way flights traveling from Los Angeles, CA to Las Vegas, NV, departing on July 6, 2018 with *** and returning on July 9, 2018 with ***.
The terms and conditions of the flights included that they were nonrefundable. The terms and conditions were provided at the time of booking and accepted.
We received no contact from our customer advising of any issues with the flights. No refund requests were made during the time when the ticket was valid. At this time, neither refunds or changes may be made to the ticket because the records were purged one year from the date of issue.
As the terms and conditions were provided no compensation is available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
This just goes to show how unorganized this company is, I never booked a flight to Vegas on June 29 2018 my complaint is not for a refund either so they clearly do not read their customers concerns, they must have an auto reply bot responding to complaints so they can say they address all complaints. I am not re typing my entire complaint so please resend my original complaint and hopefully they actually take the time to read, understand and respond correctly.
Sincerely
September 19, 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 are responding to the consumer complaint from *** (Revdex.com case number ***).
We previously responding for the only itinerary that was located with the information provided. If *** has another itinerary that is the subject of the complaint we need him to provide the itinerary number so that we may review the 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
I bought tickets for *** & received confirmation my tickets had been purchased & I'd receive the tickets within 24 hrs, I then booked flights & accommodation costing approx £4000. I waited for my tickets to arrive, after 3 days I received nothing, I made numerous phone calls over the next days to chase the tickets & was told there were no issues & I would receive the tickets with 24 hrs, the money had left my bank account with no issues. After another 24 hours passed I rang again, this was 1 week after the original booking, I was informed that the transaction was fraudulent & my bank had rejected the transaction, I knew this was a lie as I actually work in the fraud department of the bank I used to pay with, I checked the transaction & it had gone through fine with no issues flagged by my bank. I was asked to send an email to the dept who deals with this to resolve I emailed them & no response came so I chased them up, still no response I've sent 7 emails which have been ignored. I've made 100+ phone calls with people saying someone will get back in touch with me, clearly nobody is ever going to respond or ring me. The issue in my opinion is clear Expedia issued a discount code which gave 25% off the cost which resulted in my getting £323 off the price of my tickets, the discount code went viral &lots of people used the code for *** tickets. Expedia realised this & cancelled the code. They set about cancelling the bookings of people who hadn’t had their tickets issued by *** with the excuse that the transaction were fraudulent, this is a complete & utter lie. I now flights & accommodation booked & children who think they are off to *** & I can not afford to book the full price tickets my flights & accommodation are now useless to me, all because Expedia value a small amount of money to them & lie to save that money. They are happy for me to rebook using the same card but they want the full price which I cannot afford.
Dear
Revdex.com,
Thank
you for taking the time to contact Expedia.co.uk regarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the
comments and concerns that have been brought to our attention. Expedia.co.uk is
disheartened that the customer felt their concerns were not resolved adequately
by our company prior to seeking further actions from you. Expedia.co.uk
is responding to the consumer complaint from Mr *** (Revdex.com case number ***)
regarding a cancelled reservation.
I
understand that Mr *** is not happy about the experience and wish to know the
reason, as why the booking was cancelled? I regret to hear that his experience for this booking was disappointing this
time.
We
have investigated this case and Upon review, we found that Mr *** reservation
was cancelled with a full refund by our fraud team due to a suspected fraud.
The team further investigated the issue and removed the suspected fraud tag from
his account. Mr *** was informed that his reservation will be reinstated
along with a full refund. However, the reservation was already cancelled. Mr
*** has already rebooked the reservation and we have refunded the booking
cost due to the inconvenience caused. We
have raised a feedback for the agent handling the customer’s booking for
further geedback and training. Please
share our investigation details with (customer name) and let us know in case of
any concerns.
We do
hope that in light of Mr *** most recent experience, he will decide to
continue to use Expedia.co.uk for his future travel needs.
Regards,
Prabind
K***
Priority
Customer Escalations Agent
I booked a flight with Expedia from Miami to Paris on 9/2-9/18/19 (Itinerary # ***), from Paris to Warsaw on 9/5 (***) returning from Warsaw to Paris on 9/17/19 (***). Due to hurricane Dorian we had an emergency in state of Florida. I begin calling Expedia on 8/30 to figure out what is my situation. From 8/30 to 9/3 I spend close to 9 h on the phone with them. Every time after 30min-1h waiting I was connected to foreign country. The representatives had no idea what is going on, how to deal with the clients. I spoke to John, David, James (the only one who try to help),Hary, Roge?, Kevin, Nicki, Peter. Some of them hung up on me when they could not find anybody speaking English at the airlines they booked the flight for me with (***). Some of them kept me on hold up to 20min at the time. When I fund on *** web (nobody from Expedia informed me of anything) thet the flight is canceled I tried to check my options with Expedia, they had no clue what is going on. I contacted airlines directly they sad they can re-book my beginning flight (Miami-Paris) but the closest available seats are on flight on 9/7 and I have to return back on 9/18 like it was planned (5 days shorter then planed). I did not want to do this. I was told I have to contact Expedia if I want refund. Expedia. Peter from Expedia open case for me on 9/3. I suppose to hear from them in 48 h.
Because I did not fly from Miami to Paris I could not continue my trip to Poland too.
I lost the money for a hotel I paid in advance, car rental, some attraction I purchase in advance.
I simple can not afford do go to Paris anymore.
My trip was booked trough Expedia, I did not fly when I suppose to so I should be able to recover the money. Expedia should be refunding money and try to collect it from the airlines after all we were in emergency situation and instead of helping they make my life a nightmare by incompetent customer service.
September 13, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline ticket refund request. Our records show on July 9, 2019, Mrs. self-booked two one way tickets via itinerary *** from Miami, Florida to Paris, France. The total amount paid for the booking was $1097.80. We understand from Mrs. complaint, she also booked two other flight reservations on another two different itineraries. Mrs. is now requesting a refund for all three itineraries claiming she could not use the tickets due to hurricane Dorian. After reviewing this case we were able to confirm that Mrs. called Expedia on September 4, 2019, and spoke to a supervisor who explained we called the airline several times and the airline did not have anyone that spoke English. The supervisor checked with a manager who suggested the customer should file a claim for the transaction with her bank. Previously the same day the customer had called and was being assisted by an agent. However, Mrs. told the agent she was already speaking to an airline agent who was assisting her and no longer wanted Expedia to remain on the line with her. At no time were the other itineraries mentioned or the fact that the customer wanted to be refunded due to hurricane Dorian. Mrs. booked two other itineraries which did not include any flights from Florida. These itineraries are non-refundable and are considered lost if not used. Itinerary *** does not start until September 17, 2019. We highly suggest Mrs. contacts customer support before September 17, 2019, if she wishes to make any changes before the booking is considered as lost value. We thank you for allowing us the opportunity to address the issues that were brought to our attention. We again must inform you Mrs. that no refund will be provided. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Corporate Correspondence Team 1-800-397-3342
I arrived to the Miami Airport at 4:15 pm on 8/25/19. We arrived to the *** desk by 4:40 pm and were told the name on the reservation (*** Hotic, my partner) needed a credit card in his name to continue with the reservation, not his DEBIT card that he used to pay for the reservation in advance. Since his credit card was stolen a week prior to our trip, we didn't think anything of this problem since we haven't ever had issues before. We have always used his name on our car rentals and used my credit card (better kick back) for incidentals and what-haves. Since we never had an issue we didn't think we would have a problem and honestly it didn't even occur to us until we got there. However, since this car rental was for a Mercedes vehicle, a premium rental, the card on file (which was a DEBIT card, paid for in advance through Expedia) could not be used; it had to be a credit card. OK, no big deal, we will just put it on my credit card (we do not have the same last name). However, *** policy is that the name on the credit card has to match the name on the car reservation; again we have never encountered this either. The *** agent also told us that they could not change anything on the reservation because we booked it through a 3rd party, Expedia.com. So we called Expeida to get the name of the reservation change to mine, to match my credit card. We were told that was no big deal and to hold. We held for 1 hour and 46 min TOTAL. Within the first hour we were transferred to a supervisor to help the situation; so we thought, ok great! At no point during that first hour did anyone from Expedia tell us we could NOT change the name on the reservation. If they had told us that we could not change the name or that it would be a lengthy, multiple day process would we wouldn't have stayed on the phone after an HOUR. After an hour, the supervisor said they just had to confirm with *** car rental that they received our name change request and we will be good to go. 30 min run by and we still have no resolution. I am 4 months pregnant and have been traveling for 6+ hours that day and the next day was my BIRTHDAY, in which we were taking this trip to celebrate. After being told that by Expedia that we agreed to the terms ("The driver must present a valid driver's license and credit card in their name upon pick-up.") and YES at the time he had his credit card no problem and we didn't foresee this issue when it was lost (and we have never had this problem before so again, we didn't realize that this was going to be a huge deal). So Expedia first said we had to wait 24 hours before the request would go through. I asked her how we were supposed to get to the Hotel in South Beach if we didn't have a car rental and she said a taxi. I said but we paid for a car rental and still didn't have a car, didn't we spend enough money? Isn't there anything you can do? And she said No. So by then, the *** car rental manager Danny said he would give us a mustang car rental for the same amount of time coverage and damage protection for roughly $235 IF they could refund our car rental through Expedia. Once I asked the Expedia agent that she said no, they don't offer refunds. But in the terms and agreement on the purchase from Expedia it states, "Cancellations can be made free of charge up to and including the day prior to your pickup date, and your card will be refunded in full.". I told her I interpreted that as same day, current day, too and she said No. No refunds would be allowed. So I was utterly lost on what to do. Expedia took close to $500 for a car rental and we were told to sit and wait for something to happen?! I was furious!! Then, by the end of the conversation she told us 3-5 business days for our car rental name change request to happen. I am not sure if she was just being vindictive at that point since I wasn't being very nice (I was nice this whole time and now they offered us NOTHING in return) after an hour and 46 min but regardless she was beyond unprofessional, didn't offer ANY alternatives and did not respect out time or money we had invested with the company. Luckily, to get us on our way, Danny a manager with *** offered to rent us a Mustang so we could at least get to our Hotel that night. He said if the name change request came through before we left Miami the next day (since we had a hotel booked in Key West Monday night), he said we could just swing by and exchange the Mustang for the Mercedes and be on our way. If it wasn't for that generous offer, I am not sure what we would have done. Sadly, our request never was processed. In fact, Expedia emailed me by Thursday 8/29/19 6:09 PM, saying our request was cancelled since we stating, "We have received an email from the car rental and we were advised that you were able to use your reservation." Which ironically isn't true; we were able to use a cheap Mustang rental since they NEVER followed up on our name change request.
September 11, 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 car. We understand *** is requesting a refund.
Our records indicate on June 16, ***, or a person authorized for the Expedia account, booked a package that included a prepaid rental for a Premium two or four door car, for seven days, with pick up on August 25, 2019.
The terms and conditions for the car rental stated that the Premium 2/4Door Car would be a Mercedes-Benz Cla or similar. The customer received the reservation as expected.
We contacted the car vendor to advocate on the customer’s behalf regarding their complaint. They advised that the rental that was booked for *** was provided and the only charges billed directly by the car vendor were for an Express Toll Unlimited plan.
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 16, 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 car reserved was a Premium 2/4 Door car. It was described as Mercedes-Benz CLA Coupe, or similar. A CLA Coupe was not guaranteed.
Expedia is a third party offering items from travel suppliers such as airlines, hotels and rental car agencies. We do not have control over the travel suppliers inventory or the make of car provided. We advocated for our customer and did not receive a waiver from the travel supplier.
While we understand that the make of car was not preferred by the customer, we are unable to provide compensation, as the terms and conditions were provided at the time of reserving the item.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I should get a partial refund.
Sincerely
I booked a flight through expedia. I had to cancel, and was issued an 1,100 dollar refund to be used as airline credit. Expedia has continually booked flights for me, but not applied the credit, resulting in the flights being cancelled without my knowledge.
I have spent over 10 hours on the phone with expedia.
September 15, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time
to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. We understand
Mr. is requesting a full refund of $1,108.80, as he cancelled his flights with an *** credit however, we did not apply the credit towards
any flights.
Our records indicate that on November 28, 2018, Mr. or an authorized user of his Expedia account self-booked a flight reservation using Expedia’s
website, under itinerary *** with ***s departing Boston, MA to Rio de Janeiro, Brazil on May 18, 2019 and returning on May 25,
2019. The total cost was $1,108.80.
Upon review, on September 5, 2019, Mr. called in to use the travel credit towards new flight options. The customer agreed to exchange to the new
flights which was less in value which left a Travel Voucher totaled $322.00 toward the next future booking. We contacted ***s who verified the
customer was charged $1,108.80 and new flights and tickets was issued. We have sent the customer via email a copy of the new itinerary for review.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we are unable to honor his refund
request. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I did not ask for a full refund. I never have. I have documented in my emails, all I want is travel credit in the amount that I paid, minus cancellation fees. I was told over the phone on 9/5 that I would receive this credit, and then received another phone call saying I would not, and that a cancelled flight could only be exchanged for one flight, the rest of the money would be void. I ask for clarification, and was told I would receive a call back from corporate. I never did. Additionally I was asked to send bank records proving I actually paid for my flight.
I have spent 10s of hours trying to just spend the money I paid to expedia. I am not asking for anything other than the ability to spend the money I paid them.
Sincerely
September 18, 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 his flight reservation. We understand
Mr. is requesting a full refund of $1,108.80, as he cancelled his flights with an *** credit however, we did not apply the credit towards any flights.
Our records indicate that on November 28, 2018, Mr. or an authorized user of his Expedia account self-booked a flight reservation using Expedia’s website, under itinerary *** with
***s departing Boston, MA to Rio de Janeiro, Brazil on May 18, 2019 and returning on May 25, 2019. The total cost was $1,108.80.
Upon review, on September 5, 2019, Mr. called in to use the travel credit towards new flight options. The customer agreed to exchange to the new flights which was less in value which left a
Travel Voucher totaled $322.00 toward the next future booking. We contacted ***s who verified the customer was charged $1,108.80 and new flights and tickets was issued. We have sent
the customer via email a copy of the new itinerary for review. Therefore, no credits is owed as the customer has used the credits to exchange his flight. The Travel credit of $322.00 can be used towards
the next future exchange or booking, but this is not a cash value credit Mr. needs to contact Expedia or ***s to use this credit voucher towards his next flight.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we are unable to honor his refund request. We thank you for allowing us the
opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
I was charged twice for the same item.I was charged $461.26 twice for Itinerary # *** which included a flight and car rental. I contacted them several times to resolve the issue. I even sent them a copy of my credit card statement that proves I was charged twice by their company. They keep saying that I was only charged once and refused to credit my account for the double charge.
September 15, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #:***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our
attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package reservation. We understand *** is requesting a refund of $461.26 as
she was double charge for a cancelled reservation.
Our records indicate that on July 4, 2019, ***, or an authorized user of the Expedia account, self-booked a flight and car reservation using Expedia’s website, under itinerary ***
and *** with *** departing Atlanta, GA to Philadelphia, PA, on July 27, 2019 and returning on July 28, 2019, with added car rental for *** and Travel Protection
Collision Damage Plan and Travel Protection Cancellation Plan. The total cost was $461.26.
We verified that Ms. booked another itinerary *** in *** account for the same exact travel details.
Upon review, we can confirm that the customer never cancelled itineraries *** and ***. We show that itinerary *** tickets were used, however, itinerary
*** tickets were suspended as they were never used for ***. *** cancelled the flights and still charged the customer for $299.60 under *** ending in ***. Also, the
added components car rental and travel protection, of itinerary *** was never cancelled therefore, she was double charged for the full amount of $461.26.
While we regret to hear of Ms.’s experience, based on the above policy Expedia is not able to process a full refund as Ms. never called to cancel ***’s itinerary ***.
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,
Dez M
Corporate Correspondence Team
September 22, 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 allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the
customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package reservation. We understand *** is requesting a refund of $461.26 as she was double charge for a
cancelled reservation.
Our records indicate that on July 4, 2019, ***, or an authorized user of the Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** and *** with ***
Airlines departing Atlanta, GA to Philadelphia, PA, on July 27, 2019 and returning on July 28, 2019, with added car rental for *** and Travel Protection Collision Damage Plan and Travel Protection Cancellation Plan. The
total cost was $461.26.
We verified that Ms. booked another itinerary *** in *** account for the same exact travel details totaled $461.26.
Upon review, we can confirm that Ms. only cancelled itinerary ***, flight tickets were "voided" and any amount should have released back onto her credit card within 3-5 business days. We also show on July 4, 2019,
we processed a refund for the total amount of $132.66 and $29.00 totaled $161.66. However, if the customer have not received these refunds they can contact their bank to verify the transactions. Here is the Transaction ID’s for the
refunds: ***.
While we regret to hear of Ms.’s experience, based on the above policy Expedia is not able to process a full refund as Ms. needs to verify with her financial institution. 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,
Dez M
Corporate Correspondence Team
I have decided to let the credit card company deal with this problem. First, Expedia stated that I didn't cancel the reservation. I proved to them that I did cancel it based on the email they sent me. Second, they stated that they sent a refund back to my credit card. I sent a copy of my credit card statement showing no refund was sent to me and they still want to state they sent it. Thirdly, the amount they supposedly sent was less than what the email stated they would be sending to me. I am very upset and disappointment with the way they have treated this problem. People make mistakes and I proved to them that the mistake was totally on their part. My credit card company with deal with them from this point on.
booked airline tickets through expedia via *** on 10/29/2018 to fly to China in May 10 2019. Tour company (Tauck) cancelled trip in March.2019.Expedia sent us a credit voucher: CANCELED FLIGHT CREDIT VOUCHER
Important:
Please retain a copy of this email, as it serves as your flight credit voucher.
Dear ***,
Per your request, we canceled your flight reservation.
You have a credit voucher with *** for $7,692.76.
To use your credit voucher for a new Expedia travel itinerary, please do the following:
1. Search for alternative flights at Expedia.com/flights, with the following in mind:
a. At least one leg of your flight must be on ***.
b. Your airline credit expires 29-October-2019. To redeem your credit, you must book your travel by calling Expedia by 29-October-2019.
c. Credits are issued for each traveler and are non-transferable.
2. Call 1-800-237-1078 to book your new itinerary. Please provide the itinerary number (***) and airline confirmation code () to the representative.
*A note about airline rebooking fees:
The airline collects a rebooking fee when you redeem your credit voucher. This fee varies, typically ranging between $100 and $300 per person. Many airlines will not allow a credit to be applied towards the rebooking fee.
Your total rebooking fee applicable to this itinerary is $301.26.
If you have any questions about this credit voucher, or you are ready to book a new itinerary, please call 1-800-237-1078 to speak to an Expedia Customer Service representative.
Canceled Trip Details
Expedia Itinerary No.: ***
Airline confirmation code:
Traveler Information:
***
*** Total Airline Credit: $7,692.76
Tried to rebook trip 9/5/19 for flights in June 2020. Expedia now says *** won't honor tickets past May 2020. NOWHERE IN THE CREDIT VOUCHER IS THERE ANY MENTION OF A TIME LIMIT TO FLY Expedia now says we cannot use this voucher for the June trip.
September 12, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case ***Dear Revdex.com, Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.Our records indicate on October 29, 2019, ***, or a person authorized for the Expedia account, booked flights for two passengers with ***, traveling from New York, NY, USA to Beijing, China, departing on May 10, 2019 and returning on May 27, 2019, as well as a Flight Protection Plan with Travel Guard.We see that the customer called on September 5, 2019 and was provided new flights paying the cost of the change fees. On September 6, 2019 the customer was contacted back and provided confirmation of the new flights.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 SCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: Yes eventually, after at least 6 hours on the telephone and speaking to 5 or 6 levels of supervisors we were able to get the flights. However, we had to separately pay a change fee of $600 which was not allowed to come off the credit of approximately $7600, and the difference between our original payment and the value of the tickets ($5500 approximately, if currently booked on Expedia) was "lost".
I do appreciate Expedia being able to get us the flights, but they must correct their policies as written in their credit voucher (I have supplied a copy in my complaint) such that any time limits on rebooking must be clearly stated.
Sincerely
Hello,
I contacted Expedia and spoke with 3 people .. a rep, a supervisor and a manager regarding Expedia's GOLd member benefits that is misleading me and other customers on their website. On a number of occasions, I book a hotel via Expedia as a Gold member and select their VIP hotels because as a GOLD member according to Expedia I get room upgrade and other great services and benefits...however on.my upcoming trip to Excellence Resorts in Mexico, Cancun on 9/7-9/11, I was informed by Expedia that I'm not eligible to get these benefits although I'm a Gold member and selected their VIP hotel which promotes these benefits on their website.
I sent Expedia 4 screenshots, there's nothing upon reserving this hotel that indicates that as a GOLD member, that it's up to the hotel to decide what benefits are granted to GOLD members at VIP selected hotels. As stated previously to Expedia, this is not the first time I've ran into this issue where VIP hotels like one I stayed in, in NY had no idea of Expedia VIP hotels nor their GOLD member status.. it's really disappointing that this resort in Mexico is offering a bottle of wine while it's an all inclusive resort where drinks are free.. and this offer is also offered everywhere else online ...so its nothing special being GOLD member nor selecting VIP hotels as promoted and encouraged by Expedia... I spend over 10k a year to be disappointed every time and its embarrassing. I want Expedia to honor my upgrade for this trip..
September 10, 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 free room upgrade.
Our records indicate on August 4, 2019, ***, or a person authorized for the Expedia account, booked four night with the *** - Adults Only - All Inclusive for check in on September 7, 2019.
Expedia Rewards Gold member benefits include:
· Free room upgrade when available and perks.
· 30% more points when you book a VIP Access hotel.
· 24/7 expedited customer service with our specialized Gold agents.
On September 3, 2019 our customer requested to have a free room upgrade with the hotel. We contacted the hotel on their behalf, and they advised the free room upgrade requested wasn’t available; and, they advised they would provide a free bottle of wine.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia is misleading customers and advertising misleading hotels for benefits that doesnt apply or exist. I'm requested for Expedia to credit me $250 for the inconvenience.
Sincerely
Expedia allowed me to book a room at a hotel that had no available rooms and had been sold out for over an hour. I contacted Expedia the next morning to see about a refund as this is course of action hotel advised. Expedia has responded via email 4 days later saying hotel has denied refund. I had requested phone call and email which I was supposed to receive Monday and nothing. After seeing the charges post to my account today I have again contacted Expedia and am being told that the hotel has denied because they did have rooms available even though I was not able to check in.
September 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is seeking a refund of $96.05, since she wasn’t able to use her reservation.
On September 1, 2019, Ms. or an authorized user to the Expedia account self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with *** by ***, Forest City, NC for a check in on August 31, 2019 and check out on September 1, 2019.
We verified on September 1, 2019 Ms. contacted Expedia stating that her reservation was inactive. After contacting the hotel to confirm Ms. couldn’t check in, Expedia processed a full refund of $96.05 on September 4, 2019. 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.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I have a flight booked to Charleston SC this weekend and due to Hurricane Dorian the area was asked to evacuate. The event I was planning to attend has also been cancelled therefore I no longer am able to travel to my destination. I spent 45 minutes on the phone with a rep from Expedia today requesting a full refund for my flight and he would not honor my request. This is extremely horrible customer service and it seems like a no brainer that I should be able to get a full refund considering the circumstances. There is no way me and my child would travel in such dangerous weather conditions and the agency should be accommodating in these situations to avoid losing loyal customers.
September 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records show that on March 3, 2019, Ms., or an authorized user of the Expedia account, self-booked a flight on Expedia’s Mobile site under itinerary ***. Travel was with *** from Louisville, KY to Atlanta, GA, departing on September 6, 2019 and returning on September 9, 2019. We understand Ms.’s flight was affected by a major airline-initiated cancellation, and she is requesting a full refund in the amount of $553.00.
On September 3, 2019, Ms., contacted Expedia to discuss the airline-initiated cancellation of the flight departing on September 6, 2019, we provided the “Delta Exception Policy”, to assist in rebooking her flight, however at that time she decided that option wasn’t acceptable.
Additionally, Expedia’s Terms of Use and Basic Economy Fare Restrictions, which were agreed to by Ms. at the time of booking, expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Delta Basic Economy Fare Rules
Restrictions include:
Airline assigns seats
Bring a carry-on bag
Pay to bring a checked bag
*No refund 24 hours after booking
*Changes not allowed
Bring a personal item
Upgrades not allowed
Board in the last group
On September 9, 2019, we advocated on the customer’s behalf by reaching out to the merchant of record (the entity that received the funds and the company that charged the customer’s credit card) to request a refund. *** denied our request per their “Exception Policy”, and the “Basic Economy Fare Restrictions”.
Moreover, for verification purposes Ms. may review the “Exception Policy”, through the following *** hyperlink:
***
The “Exception Policy”, indicates that Ms. may reschedule her flight before September 15, 2019; the change fee will be waived. However, a difference in fare may apply. Final travel must be completed by end of ticket validity, one year from date of original issue. However, if travel cannot be rescheduled within that guideline, Ms. may apply any unused value of her tickets toward the purchase of new tickets for a period of one year from the original ticket issuance. Applicable change fee and fare difference will apply for new travel dates. Final travel must be completed by end of ticket validity, March 26, 2019.
Nonetheless, Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated cancellations occur. We cannot provide a refund unless approved by the airline and must adhere to the airline’s policies.
Furthermore, Ms. may contact Expedia directly at the following number (877) 227-7481, during the ticket validity period to utilize her airfare credit. 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
Expedia is billing me for guests that never showed up to my hotel.
I removed all dates to stop this from happening because they are charging for no shows and demanding I reimburse the full cost of the hotel bill even though no guest(s) showed up/checked in.
I am being asked to pay 773.59 USD for guests that did not stay at my hotel.
I closed off the calender to avoid any issues and expedia reopened it without my permission or any notification.
September 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia. 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 an Expedia listing.
While Mr. did not provide a listing name or additional information, from his complaint details it seems he is the owner or operator of a property listed on Expedia’s website.
We respectfully ask Mr. to reach out to the Expedia representative assisting with his vendor account, as they will be best fit to assist him. He can also reach the appropriate team by calling 1-888-397-1786 (toll free).
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,
Lidiya N
Corporate Correspondence Team
I booked a flight with Expedia for *** going to Aruba. Expedia, on their own booked my flights as "one way" even though I asked for round trip. As a result, *** canceled my return flight and is refusing to give me a full refund. Instead, they are sending me to several cities on my return flight and I'm coming home much later. Expedia has refused to help me resolve this issue.
September 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***-*** (Revdex.com case number ***) regarding flights. We understand ***-*** is requesting a refund.
Our records indicate on February 13, 2019, ***-Sims, or a person authorized for the Expedia account, self-booked a package for two passengers including combined one-way flights with ***, traveling from Baltimore, MD, USA to Oranjestad, Aruba, departing on November 23, 2019, returning on November 30, 2019 and a car with ***.
We understand that the return flight was affected by an airline-initiated schedule change. The customer had the option to accept the new flights offered by the airline or to cancel the return flight for a refund in order to book flights more preferred. The customer opted to take the flights offered. As such, a refund is not available.
Expedia does not provide compensation for airline-initiated schedule changes.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I booked my flight to Cancun, Mexico on August 19, 2020 for a round trip, I received a confirmation email on August 19, 2020 for Itin# *** that one way tickets was purchased in the amount of $3677.77. I checked my credit card and I was billed $4,181.67. I call Expedia on 8/31/2020 and asked why the discrepancy. I was informed by Supervisor Megan on 9/3/2019 and someone from corporate that I agreed to a round trip charge of $4,181.67, however my confirmation states that one way tickets were purchased which led to a savings of $503.90. I am asking for the savings of $503.90 for the 2 one way tickets that were purchased.
September 11, 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 package. We understand *** is requesting a refund.
Our records indicate on august 20, 2019, ***, or a person authorized for the Expedia account, booked a package for two passengers including combined one way flights traveling from Baltimore, MD, USA to Cancun, Mexico, departing with *** on November 28, 2019, returning on December 1, 2019 with ***, three nights with the *** and ground transportation.
We regret to hear that the customer was charged $4181.77 and was advised the charges would be $3677.77. A refund of $503.94 was provided on September 11, 2019 to the original form of payment used for the package purchase. The refund timer 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
My husband and I stayed at *** - *** on 8/7/19 - 8/8/19. The normal price of the hotel is $84/night. Our flight was cancelled due to thunderstorms along with hundreds of other people. When I looked it up online the price was $199. However, when I called (booked through Expedia) the price had risen to $259/night plus taxes. When we got to the hotel, we found the floor of the room was dirty. The shower would not drain even after an hour, and the floor in the shower was moldy. The large wooden towel holder in the bathroom was falling out of the wall. The light above the bed was falling out too. There were cigarette burn holes in the blankets (this was supposedly a non-smoking room). The room was the most horrible hotel room my husband and I had ever stayed in, and we ended up paying $304.65 for it. We felt we were being taken advantage of because of the cancelled flights at the airport.
We have stayed in *** before. The rooms in the past have not been fancy, but they have at least been clean and in working condition. This was not the case with the room we had in Elizabeth, NJ. We felt totally ripped off and taken advantage of, both due to the price and the condition of the room. We feel we deserve to be reimbursed for the room, or at least credited with a free stay in another *** in the future.
We would like to feel like *** has some kind of standards when it comes to cleanliness and reliability. Otherwise, we will not trust this name in the future, and we and our friends will simply stop staying at ***.
Please help us make this situation right. Thank you for your understanding.
FYI - This room was booked through Expedia.
Price summary
Price breakdown
Room price: $304.65
1 night: $259.00
Taxes & fees: $45.65
Total: $304.65
Collected by Expedia
Revdex.com Case #: *** Hotel Site #: ?? Customer Care Case #: ??
Dear Contact:
Thank you for contacting ***.
*** is not a *** brand hotel.
Our brands include: ***® by ***, ***® by ***, ***® by ***, ***® by ***, *** and ***® by ***, ***® *** by ***, *** by ***®, ***® by ***, ***® by ***, *** by ***®, *** by ***, ***® by ***, *** 8® by ***, The Trademark Collection® by ***, ***® by ***, *** by ***®, *** by ***®, ***®, ***® and *** Hotels and ***®.
We hope you will consider *** for your future travel needs.
Cheryl Liaison, Customer Care ***, Inc.
September 10, 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 7, 2019, ***, or a person authorized for the Expedia account, booked a one night stay for check in on August 7, 2019 with the *** - ***.
We regret to hear that the hotel and room were not provided as expected. Issue with the room can be addressed directly with the hotel. If you still need assistance during your stay, we have agents available that can advocate on your behalf with the hotel or provide other assistance.
While we understand that the customer is requesting a refund, we are not able to provide a refund for a reservation that is completed. As a goodwill gesture, we provided an Expedia Travel Coupon worth up to $50.00 off a prepaid hotel stay, or hotel package, booked in the same account within the next year.
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. Please issue the he $50 coupon for a future hotel business oking.
Sincerely
I booked *** for a stay May 17-18 in Pennslyvania. I purchased travel protection so I would be covered in the event of cancellation. I was not able to travel because my 3 month old infant was not well that day and we could not take her on the long drive from Rockland County to Philadelphia. Upon cancelling, I was told the procedure to submit a claim to be reimbursed. I was not aware that I would need a doctors note in order to get reimbursed. My infant was ill but I just called the doctor. I did not bring her in to be seen since she had a cold and there was nothing the doctor could do or prescribe for a cold.
September 11, 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 $620.00.
Our records indicate on April 24, 2019, Ms. or an authorized user of the Expedia account booked a one- night hotel stay at ***, in the *** arriving on May 17, 2019 and checking out on May 18, 2019; along with the Hotel Booking protection via itinerary ***. A confirmation itinerary was emailed on April 24, 2019, it has not been opened.
Upon receipt of Ms.’s complaint, we investigated the issues on September 11 , 2019, we were able to review the account, the confirmation itinerary and confirmation itinerary that appeared on Ms.’s Expedia account. There were are no calls or documentation about Ms. calling in to try to cancel the hotel and the reservation was not cancelled online. The reservation was booked as a nonrefundable hotel reservation. Ms. needs to contact the company about the hotel protection in regards to cancelling. As a courtesy we called the hotel and they denied refunding the reservation.
The hotel policy appeared as follows: on the reservation and confirmation:Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. In addition, at the time of completing his 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 Expedia is not able your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
My husband and I were preparing for our Honeymoon in Argentina when we utilized Expedia to book an excursion. We booked through Expedia to secure reservations for an excursion for a wine experience tour with the establishment entitled: ***. We received an email from the establishment "***" in *** on Christmas Eve to state that they would not be able to honor the reservation as they'd be closing their doors. I immediately contacted Expedia to advise that we would not be able to participate in the excursion due to the closing of the establishment. That was on Christmas Eve 2018. EVER SINCE THEN - I've been going back and forth with Expedia to retrieve my refund of $100 for the excursion that NEVER took place. I understand that there are rules and procedures in place and contracts that organizations must follow. However, given the current circumstance - this could have clearly been avoided. Not only have I been more than patient with the company of Expedia, I've supplied countless emails and the original copy of the email given to me by *** advising that they'd be closed. I just would like to receive my refund. I want to be sure that NO ONE goes through this experience like I did and will do whatever it takes to ensure that not only do I receive my refund, but that others understand that Expedia's customer service is non-existent, nor are they accommodating toward these unforeseen circumstances. Everyone I've spoken with through customer service has been less than helpful and continues to pass my concern around and avoid the conversation. I am baffled by the lack of concern any one has with this matter.
September 10, 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 *** (Revdex.com case number ***) regarding her activity reservation. We understand
Ms. is requesting a full refund of $99.48, as she is requesting a refund due to the vendor service she reserved was cancelled due to renovations.
Our records indicate that on July 22, 2018, Ms. or an authorized user of his Expedia account self-booked an activity using Expedia’s website, under itinerary *** for *** on December 25, 2019.
Upon review, on December 24, 2018, Ms. contacted Expedia requesting to cancel her reservation as she received an email from *** that they are under renovations until February. We were having difficulty in reaching the vendor which
delayed a resolution for the customer and it was not what the customer expected. However, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state: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.Please know that we will continue to do our best to improve our customer service procedures for a more timely resolution. While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we are able
to honor her refund request as customer satisfaction. The refund typically takes between 7-10 business days to process back to your financial institution. A refund receipt has been sent to the customer via email. 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 MCorporate 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. I appreciate your thorough investigation and assistance with this request. Thank you.
Sincerely
We prepaid for a rental car through Expedia in January 2019. When we arrived to pick up the car in Zakynthos, Greece (August 2019), *** Rental Car would not provide the car because our international drivers license was going to expire during the trip. However, as we also had a valid roman drivers license they inappropriately declined us (per Expedia and *** that is all that is required). In fact, we walked down to *** and were able to get a car immediately with our valid drivers license. Furthermore, when they realized my wife was Greek, they offered to give us the car. However, as the car was stick shift, she could not drive it. They would not rent to me because I am American and not Greek. Upon declining to give us a car and telling us they never received our payment (from Expedia) and we would not be liable, we called Expedia and confirmed that since *** declined to give us the car, we would be fully refunded (by Expedia) However, two days later Expedia informed us that the *** had in fact received the money and would not refund, Expedia would not refund us. We spent a significant amount of time on the phone with *** and Expedia and were yelled at by *** agents. The *** agent was extremely rude and didn't want to listen to our side of the story. ***/Expedia kept our money and didn't provide a car. As such, we also had to rent another car at full rates. Even if we were in the wrong (in the case we were not), its hard to believe a Company would not refund a customer when they didn't provide a car. Expedia kept track of all of our calls and has confirmed to us that there is record of us calling on the day we arrived and that the Expedia agent told us we would receive a refund. This is important because had we not received this confirmation by Expedia, we would have fought with the *** agent to get the car. Expedia asserts that they don't need to refund us because *** won't refund them.
September 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) about a car rental reservation.
Our records show that on August 12, 2019, Mrs., or an authorized Expedia account user, self-booked a car rental reservation using Expedia’s website, under itinerary ***. The reservation was with *** Car Rentals in Zakynthos, Greece scheduled from August 12, 2019, to August 25, 2019. We understand Mrs. did not use her reservation. As a result, she is requesting a refund in the amount of $713.77.
On August 12, 2019, Mrs. contacted Expedia since her international driver’s license expired and she was denied use of the reserved vehicle. Furthermore, we advocated on Mrs.’s behalf by contacting the rental agency to request permission to cancel and process a full refund.
On September 10, 2019, *** completed their last review of our cancellation request. Therefore, Expedia processed a refund of $713.77, back to the original form of payment. The time it takes for the refund to post to the customer’s account depends upon how quickly her bank processes refunds generally within three to seven days.
We thank you for allowing us the opportunity to address the issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
My wife and I purchased a vacation package to Bahamas leaving Fort Lauderdale on 30 Aug to 1 Sep. Due to Prognosticated landfall of Hurricane Dorian we decided that it was not worth risking our lives to go to Bahamas when Dorian was expected to be in Bahamas the next day of arrival. We called and cancelled our reservation two days, one day, and day of and spoke with agents. *** announced waivers for change cancellation fees but the agency failed to call and cancel our reservation with ***. They kept telling us they emailed the hotel to cancel but did not get any confirmation before the Bahamas was hot by the hurricane. We have been told that we cannot get our money back for airfare even though *** said Xpedia did not cancel. We continue getting run around. I asked to speak to a supervisor but they made it difficult and have not been called to speak with one. We have been put on hold for at least an hour while they attempt to reach booking but they not once chimed in to tell us they were still trying. We called Xperia multiple times. We actually spoke to *** and the hotel over the phone and got verbal approvals that they could cancel as long as Xpedia called to do it. We are talking a package of $1421.59.
September 12, 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 *** (Revdex.com case number ***) regarding her package reservation. We understand
Ms. is requesting a full refund of $1,421.59, as due to Hurricane Dorian, she was unable to travel to her destination in Nassau Bahamas. Our records indicate that on July 23, 2019, Ms. or an authorized user of his Expedia account self-booked a package using Expedia’s website, under itinerary *** with *** Airways on August 30, 2019 and returning on September 1,
2019, at the ***. The total cost was $1,421.59.
Upon review, on August 29, 2019, Ms. contacted Expedia requesting to cancel her package reservation as she would not be able to travel due to the weather. We contacted *** who did not have any policies in place regarding Hurricane Dorian at
that time and was told to contact them back at a later time. We contacted the hotel and were required to an email to: *** and wait for a reply, we offered to cancel the package however, the customer left the
reservation as is.
On September 1, 2019, we received a call from Ms. to request to cancel her reservation. We contacted Jet Blue who stated the customer was tagged as a “no show” for the outbound flight. Therefore, no refund will be given. However, the customer
will have a future travel credit for $177.93 for their return with a waiver of the exchange fee. As for the hotel, we were having difficulty in reaching the vendor which delayed a resolution for the customer and it was not what the customer expected. Please
know that we will continue to do our best to improve our customer service procedures for a more timely resolution. However, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state: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.While we regret the customer’s, experience was not as we would have hoped, based on the information provided above, we are able to honor her refund request for the hotel as customer satisfaction totaled $742.33. The refund typically takes between 7-
10 business days to process back to your financial institution. A refund receipt has been sent to the customer via email. As far as Jet Blue, we must adhere to their policy with their future travel credit policy. 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 MCorporate Correspondence Team
I booked a Deluxe Room with a City View at the *** through Expedia. Upon arrival the gentleman at the front desk checked us in and gave us keys to our room. Once we go up to the room we see they gave us a standard room with a courtyard view. Now there is a HUGE difference between the Deluxe Room and the Standard Room. The Deluxe rooms are updated and clean and modern, the Standard rooms haven't been remodeled in who knows how long and they are extremely dirty and it was absolutely not how I wanted to spend my vacation in Israel. I called the front desk and told them this is not the room we booked and they said that they are sold out and this is the only room they have available. I asked for a refund at that point and they said that it is past the refund grace period. So let me get this straight, you put us in a disgusting room that we did not book and you won't refund us? Worst customer service. So he said they should have a deluxe room opening tomorrow and they will move us then.. so we checked back the next day and they said sorry there's nothing available. They played this game with us till the day we checked out. It was really a miserable experience. We did not have the city view, we did not have the modern room we booked and we were stuffed in a dungeon. To make matters worse there was mold all over the bathrooms in the rooms and both me and my cousin got extremely sick. I called Expedia and they are not willing to remedy this situation. We were scammed and bait and switched into an old outdated room that had mold everywhere that we would have never booked. It really was a miserable experience and I hope that Expedia will do what is right since they are who we paid and went through for this booking.
September 9, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel reservation. We understand *** is requesting a refund.
Our records indicate on August 13, 2019, ***, or a person authorized for the Expedia account, booked five nights with the ***, in a Deluxe Room, City View, for check in the same day.
On September 1, 2019 the customer contacted Expedia requesting a refund for reservation post-stay. We contacted the hotel regarding the customer’s request and a waiver was not provided.
Issues with a room should be addressed with the hotel directly. If assistance is needed we can contact the hotel to advocate during a hotel stay or provide other assistance. When a reservation has been used and a billing inquiry is made, waivers may only be approved by the hotel.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I was bait and switched into a room I did not book.
Sincerely