I was told that I would receive my refund within 24 hour, however after three days, I still did not receive my refund. I verified with my bank that the refund was not even pending. When I called again to Expedia I was told that the refund was still processing and could take up to 7 business days. I informed the customer service rep that I received a email from Expedia stating my refund was paid. The rep stated that her colleague was mistaken and the refund will take 7 days to process. I still have not received my refund.
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 hotel reservations. We understand *** is requesting a refund.
Our records indicate on August 30, 2019, ***, or a person authorized for the Expedia account, booked three nights with the ***, for check in on March 26, 2020, via itinerary ***. A second itinerary was booked in the same customer’s account, for one night with the ***, for check in on August 31, 2019, via itinerary ***.
The customer canceled both itineraries for a full refund, on Friday, August 30, 2019. The refund timeframe varies based on the processing of the credit card company. If the customer doesn’t receive the refunds within 10 business days, they may contact the credit card company to inquire on their processing time.
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 originally purchased a flight on Expedia (through ***) and they offered a cancellation plan (travel insurance). I received notice from *** that they changed my flights & flight times significantly so I called to utilize my insurance and cancel my flight. They then said that it wouldn't apply due to the type of flight I bought. I purposely bought insurance just in case - its even called Cancellation Plan. That is a bait and switch if they offer me to buy this policy and then I cant even use it. Completely unethical business practice.
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 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 her flight reservation. We understand Ms. is requesting a refund of her flight
reservation as she purchased Travel Protection Cancellation Plan.
Our records indicate that on August 22, 2019, Ms., or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary *** with
*** departing on December 26, 2019 and returning on January 2, 2019 with Travel Protection Cancellation Plan. The total cost of the reservation $416.50.
Upon review, we contacted *** on Ms.’s behalf regarding her refund request and was advised that her flight had minor schedule changes and they revalidated her ticket
automatically. Therefore, the flights are still active and we are unable to provide a refund as we must follow the policy of her ticket which is Basic Economy Fare.
We have verified that the following flight mandated ticket policy was provided and accepted at the time of booking, and the terms of coverage for the Travel Protection through TRAVELGUARD were
provided prior to purchasing the plan. The following terms were displayed during the booking process:
*** BASIC ECONOMY FARE RULES:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
The coverage of the policy was made available to her before finalizing the purchase and after her purchase was completed. In your itinerary email confirmation, please refer to the below for the coverage
terms and click on “Cancellation Plan.” Please review the terms and conditions of your plan.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope
you understand we must adhere to the policies dictated by the ***.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I purchased two round trip flight on Expedia, which they billed as one way *** and one way ***. My *** flight was cancelled and refunded. However, they refused to refund my *** flight saying *** had to. However, *** said Expedia would have to. The charge was for *** . However, upon booking this was no where stated. I spent five and a half hours in the phone with Expedia to resolve this issue, which was not. I spoke to a customer service representative, his manager and supposedly a corporate supervisor, whom I cannot find anywhere on the website. All of which was rude and dismissive. The customer service rep laughed at me while I was explaining to him that not being refunded 420 dollars for a flight I cannot use is a big deal, despite him telling me it isn’t. Jessica from corporate, was thenrudest of them all despite her title. She also told me that there was no survey to take for Expedia, however there very clearly is.
Expedia.com Response
• Sep 09, 2019
September 9, 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 $428.60.
Our records indicate on August 9, 2019, Ms. or an authorized user of the Expedia account purchased two combined one way tickets on *** departing on August 31, 2019 from Philadelphia, PA, to Dallas, TX and returning on *** on September 2, 2019 via itinerary ***. A confirmation itinerary was emailed on August 9, 2019, it was opened and reviewed three times.
Upon receipt of Ms. complaint, we investigated the issues on September 9 , 2019, wed have been able to review Ms. account, the confirmation itinerary and the creation of the reservation in our back office system. There have not been any calls in on the account about the itinerary cancellation, there is no documentation. The confirmation itinerary and back office system confirms that the itinerary consisted of two one way flights and each one way had their own set of rules. The fare with *** was a basic economy ticket but it allowed changes. The fare on the *** flight was a basic economy restricted ticketed, it was non-refundable and no changes were permitted.The *** rules were as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
The *** rules were as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and ***, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the ***.
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. *** 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
Customer Response
• Sep 09, 2019
Complaint: ***
I am rejecting this response because: Expedia sold the flights as listed above and did not say they were sold as two one way tickets. Additionally, no where PREVIOUS to purchasing the tickets does it say that Expedia is a third party site that is giving out your credit Information to the ***. Furthermore, the blatant disrespect and lack of concern for their consumers time is downright deplorable. There is no reason to keep a consumer on the phone for 5 and a half hours after their flight is cancelled to not fix the issue. I am more concerned with the fact that Expedia hires people who are rude to their customers, I clouding Jessica from corporate who would not allow me to take a customer service survey, then the fact that I am at a loss for money. Sam h. , who refused to give his id number, was laughing st the matter and used the phrase “do not worry” numerous times, which is hilarious because I believe if he was out $428.60 he would be worried. I have been using Expedia for years and have never once had an issue like the one I am complaining about now.
I purchased an airline ticket through Expedia on ***. This airline ticket was a reduced fare ticket and only gave a general timeline of the departure times, but once you booked it, you would get an exact departure time. I booked the ticket off the assumption, based off the times they gave, that my return flight wouldn’t depart until after 4:00pm. Once I booked it, it gave me a departure time of 6:00am, which doesn’t work with my travels. I contacted Expedia and talked to the manager in Arizona, who stated there’s nothing they could do about it. This is unsatisfactory and $700 was paid for 2 tickets and they refuse to find me another flight or refund the money.
Expedia.com Response
• Sep 06, 2019
September 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation.
Our records show that on August 30, 2019, Mr., or an authorized user of the Expedia account, self-booked a nonrefundable flight reservation using Expedia’s mobile site, under itinerary ***. Travel was with *** scheduled to depart from Milwaukee, WI, on August 31, 2019 to Springfield, MO, returning September 2, 2019. We understand the customer is requesting a full refund of his reservation.
On August 30, 2019, Mr. contacted Expedia and stated that he specifically saw a departure time from 4:00pm to 11:59pm rather than the departure times between 12:00AM to 7:59AM, on the returning flight. By using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr.’s booking session which confirmed our site provided the returning flight will be departing between 12:00AM to 7:59AM. The
exact flight details, including airline, were provided to Mr. after booking through his itinerary.
Additionally, see the exact conditions of a the Bargain Fare flight, provided to Mr. prior to him agreeing to book the reservation:
Important Flight Information
• Departure flight departs sometime between 8:00am and 3:59pm.
• Return flight departs sometime between 12:00am and 7:59am.
•Exact flight details, including airline, will be available in your itinerary after booking.
•Your trip may include a change of aircraft or airline.
•Tickets are non-refundable, non-transferable and can’t be canceled or changed. Name changes are not allowed.
•Additional fees for checked baggage or other services may apply.
•Seats may not be available until after check-in.
*Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once a purchase is completed the airline and exact flight details will be revealed in an itinerary.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon receipt of Mr.’s Revdex.com complaint, on September 5, 2019, Expedia contacted *** to advocate on the customer’s behalf by requesting authorization to refund the restrictive flight. The airline advised us Mr.’s reservation was fully used therefore a refund will not be authorized.
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.
July 19th, I purchased airfare through expedia.com for a trip to Orlando FL from San Diego CA 9/4-7/2019. I also purchased cancellation insurance for an additional $38. Expedia’s travel confirmation is under itinerary #*** at a total cost of $518.47.
Hurricane Dorian is currently a category 4 hurricane with winds in excess of 140 mph. News is reporting heavy rains, a shortage of fuel and water, and long lines at hardware stores and supermarkets. Hurricane Dorian is scheduled to make landfall in southern and central Florida on Tuesday the 2nd of September. There is a travel advisory in effect for several cities including Orlando. The President has made an emergency declaration - FEMA activated.
I called Expedia and spent approx. 30 minutes waiting for representative who was reviewing policies and placing me on holds before forwarding me to his supervisor. His supervisor spent the next 20 minutes or so reading the cancellation policies and checking exceptions and placing me on brief holds. I was told I would need to contact each of the airlines directly.
Airlines want me to deal with Expedia. Expedia wants me to deal with airlines.
***s informed me that if I were flying between August 30th – September 3rd I might qualify for an exception but that my flight was currently on schedule for a normal departure on the 4th of September. The fees to cancel this flight were $69 more than I had paid for the flight to begin with.
*** flight is on schedule for the 7th of September – a date well beyond the travel warning – will not cancel flight reservation.
The insurance; issued through AIG under the name “Travel Guard” policy #***, has turned out to be anything but insurance. The policy states that 100% of the trip cost is covered for trip cancellation or trip interruption. The policy requires cancellation of travel. Filing under natural disaster requires Orlando be uninhabitable - without electricity, gas, sewer service or water.
Expedia.com Response
• Sep 09, 2019
September 9, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** requesting a refund of $518.47.
Our records indicate on July 19, 2019 – Mr. *** or an authorized user of the Expedia account purchased two combined one way tickets on *** departing on September 4, 2019 from San Diego, CA to Orlando, FL and returning on *** on September 7, 2019, along with the Cancellation Plan via ***.Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on August 30, 2019, Mr. called in to cancel his reservation due to hurricane. Our representative was unable to access the tickets, The call was transferred to another representative to assist. Our representative reviewed the reservation and was able to verify he had a combined one way fares the outbound flight was with ***s flight an ***, so Mr. was advised to contact ***s directly to cancel. Our representative reviewed the policy and per the policy the travel advisory does not affect the return flight on September 7, 2019 on ***. Mr. was advised that his return flight on September 7, 2019 is not covered by the exception policy of *** Airline he did not agree with the policy ended the call. Our representative did not make any changes to the reservation. On August 31, 2019, Mr. wanted to see options to cancel with the protection. Our representative called *** and they advised if the flight is cancelled or changed by them okay to process a refund, if not then the normal policy applies. Our representative advised Mr. to contact ***. On September 4, 2019, Mr. called in asking to cancel and get a refund. Our representative checked the details on the account and advised Mr. of the cancellation policies
After further review on September 9 , 2019, Expedia reviewed Mr. account and the airline policies. Since Mr. requested to cancel his reservation and his outbound flight was booked with *** he must contact ***s, since they are a low cost carrier. We were able to review ***s travel advisory:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
*** Airline does not have a travel advisory that affects the return flight and the rule of the fare is the ticket is non-refundable non changeable.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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
This must be the worst time I ever communicate with costumer Service
so this started at 8 am EST when I walked in into *** luggage and I was to told that I was way too early for my flight, I was like my flight is this morning there is no way I made a mistake but I did, and I had booked my flight the next day by mistake I tried to ask if it’s possible for me to get a flight earlier but I was told that my ticked was very distractive that I can’t do nothing not even pay a fee to fly on the 30th instead of the 31st but I checked and there was multiple flights That had empty sites and I was told to call Expedia so I did and talked to 4 different customer service representatives and a Superviser and none of them can do anything like literally nothing but say we’re very sorry and we’re going by the airline guid lines witch it did not make any sense that both Expedia and *** can’t do anything about there own customers and airplanes so now it’s 4:08 pm so I’ve been talking to you for 8 hours with nothing being done I understand that you have policies but for god sake you’ll not move an inch to help your customers and I’ll male sure *** hears from me as well all I have to say to Expedia is what a disgrace for customer service your.
I've booked a car rental in Anchorage from 08/23-08/27 through Expedia. Upon arriving in Anchorage on 8/23, we picked up our car around 5:40 am. We were originally planning a road Kenai but we found that the whole area was full of smoke from the fire and we couldn't continue our trip as planned. So we called Expedia at 10:38 am to see if we could return the car earlier, probably the next day afternoon. After 30 minutes of on hold, the Expedia representative informed me that he was trying to convince the *** to charge us only for one day but their policy is to charge for two days as we picked up in the morning and returning during afternoon. I agreed to pay for two days and he assured me that I would get refund once I return the car and call them back. I asked what will the exact refund amount be but he said I would get the information from *** when I return the car. The next day we returned our car and asked the desk that how much refund we would get. She said they have no information and I need to call Expedia to find it out. At the time she never mentioned that the reservation was non refundable. The next day, on Aug 25, at 4:19 pm, I called Expedia to inform them I returned my car and to get the refund. However, both the representative and the manager would say that the refund is up to *** and would get back to me after the 27th after they put me on hold for nearly one hour. The manager even told me that the refund is not guaranteed. I pointed out that I called two days ago and was assured to get refund for the rest and believe that he would honor it. I waited the email but unlike they gave me word I didn't get the final email until 29th. Also, the final email stated bluntly that my request has been denied as *** refused to refund. I called Expedia twice but both time I was on hold over 30 min and I just gave up talking. I'm deeply disappointed by the manner that the customer service handled this case and also it's totally unacceptable.
Expedia.com Response
• Sep 05, 2019
September 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her pre-paid car rental reservation. We understand Ms. is requesting a refund of the
unused days as she returned her rental car the next day.
Our records indicate that on August 22, 2019, Ms., or an authorized user of her Expedia account, self-booked a pre-paid car reservation using Expedia’s website, under itinerary ***
with pick-up at *** Rental Car on August 23, 2019 and drop-off August 27, 2019. The total cost of the reservation $537.20.
Upon review, we contacted *** on Ms.’s behalf regarding her refund request and we received approval to process a refund for the remaining days totaled $429.76.The time it takes to post to your
credit card usually within 7-10 business days.
While we regret the customer’s, experience was not as we would have hoped, 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.
booked a international flight and seats through expedia and purchased travel insurance because the trip was not until june of 2019 purchased the ticket an insurance in august 2018 and was suppose to travel in June 2019 due to an injury that happened in April 2019 I was not able to travel and provided Expedia and the insurance company all the documents required, doctors note and all travel itinerary , still denied as of today 8-30-19. Expedia and the insurance is telling me that per airline rules I am not able to get a refund have spoken and emailed the airlines and was told because I purchased the tickets and seats through Expedia that Expedia would have to give the refund, the same problem I am also having with cheap o air because I purchased my daughters ticket through them for the same days and flights I am out almost $1800 for this trip that I unfortunately wasn't able to travel for . help me resolve this I have kept all the emails
Expedia.com Response
• Sep 06, 2019
September 6, 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 *** disputing $1600.00.
Our records indicate on August 12, 2018 - Ms. *** or an authorized user of the Expedia account purchased two round trip flights on *** departing on June 4, 2019 from Boston, MA, USA to Ponta Delgada, Portugal and returning June 16, 2019, along with the Total Protection Plan via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on April 29, 2019, Ms. went online and cancelled her reservation and the Total Protection Plan. Expedia emailed a cancellation email of the reservation and the Total Protection Plan and each of the emails have been opened and reviewed. On May 5, 2019, Ms. called in advising that she canceled the flight and insurance online because of medical reasons. Ms. advised her father will be undergoing a medical procedure. Our representative advised the policy of the flight but Ms. wants a refund. From May 5, 2019 through August 13, 2019, there were numerous emails communications between Expedia and Ms. regarding the cancellation of her reservation. Expedia emailed Ms. directions on submitting a refund request based on the airline extenuating circumstance requirement. Ms. emailed Expedia a copy of the doctors note dated May 14, 2019. Ms. emailed Expedia asking us to refund the tickets and seats. Expedia responded to Ms. email advising the extenuating circumstance refund request has been submitted and can take up to 45 days for the airline to respond. Ms. responded to the Expedia email advising that *** does not have anything to do with her getting a refund, she stated that she spoke with *** and it is not up to them, it is up to Expedia to refund her. Expedia replied that as a travel company, we are unable to override the decision of airlines in regards of submitting the requested requirements. We asked for her patience and stated once the decision has been made, she would receive notification of such decision and processing details if the airline approves the refund. Ms. replied that she and her daughter are not able to travel in the upcoming weeks and needs to know that she is being reimbursed for the tickets. Ms. states *** advised her that the decision to refund the tickets were based on Expedia. Expedia again responded advising it could take up to 45 days for a response from the airline. Ms. emailed Expedia and included *** email address, advising she would be contacting the Revdex.com and the Attorney General. On July 2, 2019 Expedia emailed Ms. advising, “We regret to inform you that we cannot process your refund as requested. We have received a denial response from airline. We are sorry to inform you that this fare rules does not waive fees due to Medical Condition. According to ticket rules (***) is a nonrefundable fare and $200 penalty plus difference if changed before departure and $250 plus difference after departure. Please be aware that this ticket needs to be exchanged by August 11th of 2019.” Ms. replied that they airline has nothing to do with the refund. Expedia replied that Travel Guard would have to determine if her claim was valid and/or eligible for payment. There were multiple emails received from Ms. about having insurance and cancelling her flight and expecting to receive a refund. Expedia responded numerous times that “We regret to inform you that we cannot process your refund as requested. We have received a denial response from airline.”
After further review on September 6, 2019, of the reservation, confirmation itinerary, cancellation itinerary and the cancellation of the Total Protection Plan. I called Ms. to explain the ticket was non-refundable and having the protection would allow the exchange fee to be refunded. Explained that the ticket was non-refundable and explained the ticket was issued on August 12, 2018 and was valid for 12 months. Advised the ticket has expired and has no value, at which Ms. disconnected the line. I never had the opportunity to advise that she would need to contact *** in regards to cancelling a *** reservation.
The cancellation confirmation itinerary was emailed on April 29, 2019 after the flight reservation was cancelled and some of the information appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
In addition, Ms. cancelled the Total Protection Plan was cancelled on April 29, 2019. Having cancelled the Total Protection Plan had there been an exchange if the ticket the change fee would not have been refunded.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** International-Azores Airlines S.A. 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, 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 dispute for the Expedia ticket; the ticket has expired as of August 11, 2019 and has remaining value. The *** reservation that was booked with *** needs to be addressed with them, we are not able to assist with a *** reservation. 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...
I spent a whole Thursday trying to reach Expedia customer service rep while on vacation in Florida. Due to Hurricane Dorian alert I needed to change my family flight from August 31st at 6pm to any time on August 29th or 30th. First time I’ve been waiting 2,5 hours before I got answered, I’ve asked the rep - Christopher - to call me back in case the phone gets disconnected, and he promised he would. While flight specialist, whom I’ve been on the phone with, was looking into the flight options, the call dropped and they never called me back. Because I was on the hold for so long, we’ve missed the flight opportunity on Aug 29th at 6pm. I’ve called again and reached the specialist in another 2 hours, requested to speak to the supervisor, and the supervisor - Lin - wasn’t helpful, refused to give us a flight without verifying with *** about waivers, even though it clearly states on the website that Aug 30 - Sep 3 due to Hurricane is an emergency situation. And of course the call got disconnected and I was never called back to resolve my issue. Today is Friday, I’m on the call to Expedia since early morning trying to get my 5 y.o. son and husband out of the dangerous life threatening hurricane situation. All tickets are sold out by now and they were available yesterday when I was calling for help. They call us Gold members with special attention from customer service and it’s all ***! They ruined our vacation, we spent 2 days on the phone instead of relaxing, couldn’t sleep whole night, probably gonna end up with renting the car and drive back home for 20 hours!! Cause we have no where to go and hide in Florida, no extra money for the hotel, we are expected to be back at work and gonna loose money there if we won’t show up. Not saying that my family can die from hurricane if we stay here! Terrible experience with Expedia, lots of stress, and it’s still going.. I request a full refund for this vacation, including hotel and flights as well as the cost of rental car
Expedia.com Response
• Sep 09, 2019
September 9, 2019
Revdex.com
E.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 her customer service experience.
Our records indicate that on February 27, 2019, Ms., or an authorized user of her account, self-booked a combined one-way flight reservation on Expedia.com, under itinerary ***. Travel was with *** and *** Airways, departing on August 24, 2019, returning on August 31, 2019, from Newark, NJ to Tampa, FL. On the same day, Ms. also self-booked a hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, *** Island, with a check-in date of August 24, 2019 and a check-out date of August 31, 2019. We understand Ms. is requesting a refund of $3150.00 as compensation for her experience.
Upon receipt of the complaint, we researched the issues brought to our attention. Expedia experienced high call volumes due to Hurricane Dorian; to which, was advised to all our valued customers via our website and during the phone call queue.
On August 29, 2019, Ms. contacted Expedia’s service desk for assistance to request the change of her return flight reservation. At that time, *** Airways did not issue any travel advisory for Ms.’s return flight for August 31, 2019. Therefore, normal ticket policy would apply on the reservation; to which, Tickets are non-refundable, non-transferrable, and name changes are not allowed. When we reached out to *** Airways to advocate on Ms.’s behalf, requesting approval to exchange her flight reservation, Ms.’s line was disconnected. Expedia attempted to reach her back via phone; however, was not successful.
On August 30, 2019, Ms. again contacted Expedia’s service desk for assistance to exchange her return flight reservation and to request a refund of the last night’s rate of her hotel booking.
Expedia reached out to *** Airways to advocate on Ms.’s behalf, requesting approval to exchange her flight reservation. *** Airways advised there were no available flights on any nearby airports and that if Ms. decided to cancel the reservation, a future travel credit will be issued.
Expedia also reached out to the hotel to advocate on Ms.’s behalf, requesting approval to refund the unused last night of the hotel booking. Regrettably, the hotel denied the refund request; however, advised they will issue a refund of $28.25 for the resort fee.
Please note that 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. *** Airways 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 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 airlines and the hotel in this case.
Because we value Ms. as a customer and regret her experience, Expedia issued a refund of the last night’s rate of her hotel reservation in the amount of $190.06 and a $100.00 future travel coupon was added to her account on August 30, 2019.
We regret what transpired, but based on the information provided above, Expedia is unable to honor her refund request.
Again, 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,
Erika M
Corporate Correspondence Team
Customer Response
• Sep 09, 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 stayed at the Hotel *** on 8/8 -8/10 I was charged two different prices for each night plus my view was of the air conditioning unit on the roof
Expedia.com Response
• Sep 05, 2019
September 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which was 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 Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand that the customer is seeking a refund based upon a difference in the nightly rates and an amenity.
On August 1, 2019, Ms. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with Hotel ***, Beach Haven, New Jersey for a check in on August 8, 2019 and check out on August 11, 2019, for a total of $1622.63.
We contacted the hotel on August 1, 2019, to advocate on Ms. behalf by requesting a different check out date, August 10, 2019. Regrettably, the hotel declined our request by stating that the reservation could not be modified prior to check-in.
Furthermore, on September 3, 2019, we contacted the hotel to discuss Ms. charges; for two out of the three nights reserved, as she was charged a total of $1075.20. The hotel advised that rates can fluctuate daily. Typically hotel rates are higher on the weekend’s verses the weekday’s according to Hotel ***. Secondly, Hotel ***, selects rooms for customer’s based on current availability. Expedia cannot control specific room placement. Therefore, the hotel has denied our refund request.
Additionally, Expedia’s Terms of Use, and the Pay Later Definition which was 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 the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.
Pay Later is where the customer pays at the time of check-in directly to the hotel.
Pay at Property Definition:
As Hotel *** is the merchant of record (the entity that receives the funds and the company that charges the customer’s credit card), Expedia Recommends Ms. contact the hotel at the following number ***.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I reserved an hotel through Expedia on June 24 2019, 4 days later I cancelled that reservation ( I have emails to prove it), the reservation stated that I could cancel up to August 12th and I cancelled on June 28th.
the hotel charged me for 2 nights on August 19th as a no show.
Expedia is only giving me dum expalnations and not taking responsability, I did it with them not with the hotel so they should refund me
Expedia.com Response
• Sep 04, 2019
September 4, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation. We understand
Mr. is requesting a refund of $236.68, as the hotel charged him for 1-night penalty.
Our records indicate that on June 24, 2019, Mr., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with stay
at the *** for check-in August 15, 2019 and check-out August 18, 2019.
Upon review, we contacted the property on Mr.’s behalf regarding his refund request and they advised in their system it was tagged as a “no-show” and they denied the refund. Due to their
response we are going to honor his refund request, as the cancellation notification did not make it over to the property correctly causing a site error. We will process the refund to his original form of
payment and the bank can administer the funds to the proper account within 7-10 business days.
While we regret the customer’s, experience was not as we would have hoped, 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 used Expedia to book a hotel and but warranty for my trip. Expedia had my credit card information. They charged me 168 to reserve the hotel. When I arrived to the hotel, the hotel didn’t have the amenities shown on the Expedia website and I was refused service. Expedia doesn’t want to return my money.
Expedia.com Response
• Sep 04, 2019
September 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation. We understand
Mr. is requesting a refund of $168.00, as when he arrived at the hotel, they did not have the amenities that was offered online, and he refused service.
Our records indicate that on August 21, 2019, Mr., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with
stay at the *** for check-in August 24, 2019 and check-out August 29, 2019. The total reservation was $140.62.
Our records indicate that on August 22, 2019, Mr., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with
stay at the *** for check-in August 24, 2019 and check-out August 29, 2019.The total reservation was $160.89.
Upon review on August 24, 2019, we show that the customer called in to cancel itinerary *** and he received a $100.00 refund by Expedia for a self-service error. The customer requested
to cancel with a full refund on itinerary *** as they did not have Air Condition and a T.V in the room upon arrival. We contacted the property on Mr.’s behalf regarding his cancellation
and refund request and they stated to send an email to *** to get approval to cancel without penalties. Since the customer refused the services upon the same date of
check-in the reservation was tagged as a “no-show”.
The customer sent in a bank statement to verify the charges, it shows a charge of $100.00 from *** and a charge of $68.00 for *** and a credit adjustment of $100.00
from Expedia and a $16.00 added Hotel Booking Protection Plus. The $100.00 charge from the hotel on itinerary ***, is considered a wash with the credit that Expedia processed to the
customer on August 24, 2019. The only charge that we see the customer received was $68.00 from *** which was due to the “no-show” on itinerary *** on 8/22/2019. (see below)
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Due to this investigation, we are unable to honor his refund request, as the only charge we show that posted was $68.00 on 8/22/2019. If the customer has another bank statement to show he was
charged the full amount of $168.00, please have the customer respond with the correct documentation.
While we regret the customer’s, experience was not as we would have hoped, 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 05, 2019
Complaint: ***
I am rejecting this response because: They claim I refuse service and it was a no show. *** is the one who refused service, so Expedia still owes me 68.
On May 5th, 2019, I have purchase 2 air tickets from Expedia for the rout Washington DC (itinerary #. . .***). Before I made my payment, Expedia recommended travel insurance where the first benefit was “100% flight refund if you are sick and cannot travel”. I paid the insurance.
About a week before my flight, I was unable to travel because of health issue. I contacted Expedia and cancelled the tickets by phone. I was refunded the tickets to my credit card except for $500 cancellation fee. I contacted Expedia, but was asked to contact the insurance company.
I filed a claim in the company web site and received a reply asking for the following:
1. Proof of purchase of airline tickets.
2. Copy of refund/proof trip cost is non-refundable.
3. Proof for reason for the claim including:
- Physician certified form stating inability to travel.
- Release of health information form.
It was clear that these requirements are meant to make refund impossible. I wonder how can they ask me for a proof of purchase when I bought both the tickets and the insurance from Expedia? And how did they get the information of the tickets and insure them? Or did they insure something they did not know it existed? However, I sent them a copy of the tickets.
I also told them that refund was done by phone through Expedia and credited to my credit card and what is left is $500 cancellation fee, and if they were able to get the information from Expedia to issue the insurance policy, they should be able to get the information of the refund unless the whole goal behind this is to make refund impossible.
I denied the health certificate and authorization requested because I do not want to release that information and this was not stated when I purchased the insurance, and I think it is meant to make refund impossible.
They sent me the hidden fine print of the policy which states something about a statement from a physician, but this was not sent to me or provided before the purchase of the insurance. The only thing that was provided is the attached statement that the insurance covers 100% of cost in case of sickness.
I have bought this insurance from Expedia upon its recommendation as you can see in the attachment. I was not aware of any hidden conditions and I expected a FAIR and TRANSPARANT transaction. Expedia did not ask me to read and approve the hidden conditions and the refund requirements before making the purchase. THIS IS NOT A FAIR OR TRANSPARENT TRANSACTION. Therefore, I am asking for the refund of the $500.
I have sent my argument as explained in this complaint to the insurance company more than a week ago and have not received any reply.
Expedia.com Response
• Sep 03, 2019
September 3, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 concern from Mr. ***, Revdex.com case number *** requesting Expedia to refund the penalty of $250.00 per ticket.Our records indicate on May 5, 2019, Mr. or an authorized user of the Expedia account purchased two round trip flights departing on June 29, 2019 from Washington, DC, USA to Cairo, Egypt and returning on July 15, 2019 from Cairo, Egypt to Washington, DC, USA, along with the Flight Protection Plan via itinerary ***. A confirmation email was first review on June 1, 2019, it was opened and reviewed six times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on June 22, 2019, Mr. called to ask about the airlines policy for cancelling.
Our representative advised the airline refundable with a fee of $250 and $150 change fee. On June 26, 2019, Mr. called in wanting to cancel flights. Our representative noted that Mr. was aware of the cancellation charges. Our representative cancelled the flights with a cancellation fee. From July 23, 2019 through July 26, 2019, there were multiple emails from Mr. about cancelling flights and getting the penalty refunded. Expedia responded on a couple of occasions advising that Mr. needed to file a claim with www.aig.com.
After further investigation on September 3, 2019, Expedia was able to verify the flight reservation was refundable less $250.00 per ticket. Since the protection was chosen when Mr. made the reservation he would need to submit a claim via AIG for a possible refund of the penalty. The details of the protection was available at the time that Mr. accepted and agreed to the protection. The details of the protection were also available as a hyperlink in the confirmation itinerary.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Expedia is not able to honor you request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Sep 04, 2019
Complaint: ***
I am rejecting this response because:
Response did not respond to points I raised as bases for my request of refund, instead stated issues that are not relevant to my complaint.
I will comment briefly on these issues and state my bases for refund request again.
FIRST: comments on Expedia’s response:
1. Expedia’s response mentioned 2 telephone calls to ask about cancellation fee and to make the cancellation, and I don’t see how this is relevant to my request of refund. In addition, Expedia’s response was not precise about the call and mentioned that I was informed of $250/ticket cancellation fee in the first call. Actually, I was informed of $200/ticket in first call. In the second call I was informed that the cancellation fee has increased to $250/ticket and I can refund it from protection.
2. Expedia’s response mentioned doing an investigation and found out that I received partial refund from Egypt Air except for $500 cancellation fee. Well, this is precisely the same information I wrote in my complaint, and I requested a refund for the $500 cancellation fee.
3. Expedia’s response mentioned that Expedia is a third-party partner and have no control over rules of sellers. Well, I am not contesting Egypt Air rule of cancellation fee. I am requesting refund from Expedia’s protection plan.
SECOND: My request for refund was clearly based on the following points which Expedia ignored in its response:
1. No conditions or terms for the protection plan were presented before purchase except the statement which I mentioned in my original complaint which sates “100% refund in case you cannot travel because you are sick”.
2. Hidden terms were not presented for approval before purchase.
3. Unreasonable requirements were demanded, and which are not mentioned even in the hidden terms of the protection plan, starting with evidence of purchase, evidence of refund, to medical certification and health information release form.
4. I think that Expedia’s customers deserve an honest, fair, and transparent transaction, and I Think that the protection plan purchase and practices do not meet that.
Therefore, I am still requesting a refund of $500 cancellation fee, and urging Expedia to make its protection plan purchase and practices fair and transparent.
I made a reservation for a room at *** (located at ***) on May 24, 2019. The listing contained photos and descriptions that did not match reality and when we went there to check in, we saw a room that was at a much lower quality than the description on the website. So we had to check out after 10 minutes because that was no place for a human being to stay. After talking to Expedia customer service, I was told that there would be no refund for the charge amount of 399.45 dollars because the cancellation was not made prior to check in. The company completely ignored the fact that the lodge listed false information which deceived us into booking a room from them and the inconvenience that we had to experience in order to find another place to stay.
Expedia.com Response
• Sep 04, 2019
September 4, 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 May 21, 2019, ***, or a person authorized for the Expedia account, booked a two night reservation with *** for check in on May 24, 2019, via itinerary ***/
We regret to hear that our customer was unable to stay at the ***. The reservation was refunded in full on September 4, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I reserved a flight for myself & my wife with *** via Expedia.com. 4 weeks prior to my departure, I had a medical emergency which forced me to cancel my flights. Expedia advised me that in order to request a refund for airfare costs, I need to submit my medical documentation & other requested information for them to share with ***. I provided all requested documentation & a few days later I was notified that *** declined the request, & all further inquiries should be directed to ***.
I called *** to explain my situation & they told me they never received any refund requests or documentation from Expedia, & I forwarded to them the same documentation I gave Expedia. After a short review, *** stated they would grant a full refund, given my circumstances. They said to give about 5 days for the refund to process back through Expedia.
5 days pass & I have not yet received the refund. I called Expedia, they stated *** denied the refund & for me to call ***. I called *** back, gave them the email address for Expedia to which I initially submitted my refund request, & *** stated to me over the phone that they sent Expedia all of the information to process my refund. TThey also advised me to give Expedia 5 days.
After 5 days, I called Expedia & again, they didn’t have any information. They put me on hold to call ***. After 45 mins, Expedia confirmed they spoke to *** & that a refund was forthcoming. After 5 more days, I called Expedia back was told there was no record for a refund on my file. They put me on hold again for an hr, & this time, they confirmed that a refund was coming & would be processed within 72 hrs. I was given a case number & was assured the file was updated with the right information.
A week goes by & no refund. I call Expedia again, was placed on hold again for another hr so they could contact *** & was told that a refund was coming, but it could take 8 weeks... This has been ongoing since May 2019.
Expedia.com Response
• Sep 19, 2019
September 19, 2019
Revdex.com
E.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 a flight reservation.
Our records indicate that on February 13, 2019, Mr., or an authorized user of his account, self-booked a flight reservation on Expedia.com, under itinerary ***. Travel was with ***, departing on May 21, 2019, returning on May 26, 2019, from Washington, DC, United States to London, England, UK. We understand Mr. is requesting a full refund of flight reservation, stating he was unable to utilize the booking due to a medical issue.
Upon receipt of the complaint, we researched the issues brought to our attention. Expedia has consistently remained a liaison between Mr. and ***. We have advocated on his behalf to obtain the information of his refund request.
All information that were previously advised to Mr. were provided by ***.
Expedia reached out to *** several times to advocated on Mr.’s behalf, requesting a refund approval of the cancelled reservation. Regrettably, the airlines denied the refund request.
However, Mr. retained a future flight credit in the amount of $885.77 per passenger, valid for one year from the original purchase date of February 13, 2019. Upon using the flight credit, Mr. will be responsible for an airline imposed change fee in the amount of $300.00 per passenger as well as any difference in fare.
Please note that 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.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request, because the funds are not held by Expedia.
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,
Erika M
Corporate Correspondence Team
Customer Response
• Sep 20, 2019
I have added the information within a PPT document. The information includes the Case ID given to me by the expedia customer service rep, and an excerpt from the call whereby the customer service rep advises that a refund would be received within 72 hours.
Expedia.com Response
• Oct 10, 2019
October 8, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret that we are unable to offer Mr. with a more satisfactory response to his complaint.
After further review of Mr.’s complaint, we reached out to *** again to confirm the status of the unused flight reservation. The airlines advised they have issued a refund for Mr.’s flight reservation in the amount of $885.71 per person.
As stated in our previous Revdex.com response, *** 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. It is our highest recommendation that Mr. continue to pursue this matter directly with ***.
Again, we 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,
Erika M
Corporate Correspondence Team
Customer Response
• Oct 21, 2019
From: Customer Relations UK <***>Date: Fri, Oct 18, 2019 at 9:34 AMSubject: FW: Response from Customer Relations – Reference *** / Email:***To: *** <***>Dear Mr.Thank you *** for your call into me today. I have looked into the status of the refund for the flight you did not travel on 21st May 2019. After checking with *** Refunds department I can confirm that the payment was sent back to your travel agent Expedia Incorporated on 20th August 2019. Our refunds team have sent Expedia an email requesting that they reach out to you to resolve this case. Thank you for giving me the opportunity to assist you today it has been my pleasure.Kind regards,Martin D Customer Relations *** Airways Ltd The VHQ, Fleming WayCrawleyRH10 9DF, UKhttp://www.***.com If you wish to respond please just click “reply” to this email to ensure your individual Case *** is updated and we will get back to you as soon as we can.
Expedia.com Response
• Nov 01, 2019
November 1, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret that we are unable to offer Mr. with a more satisfactory response to his complaint.
After further review of the complaint, we can confirm that a full refund has been processed back to Mr.’s original form of payment used to book the reservation. Mr. was sent an email yesterday, October 31, 2019 by our Extenuating Circumstance Refunds Department to advise of the processed refund and timing.
Again, we 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.
Expedia has a current scam when booking hotels, I submitted a hotel reservation with the wrong date and with 3 minutes cancelled it , I have visual issues that require accommodations and they refused to give me credit because they are saying it was a. On refundable charge
Expedia.com Response
• Sep 03, 2019
September 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand
Ms. is requesting a full refund of $147.36, as she cancelled the reservation on same date after completing the booking.
Our records indicate that on August 21, 2019, Ms., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with
stay at the *** for check-in September 4, 2019 and check-out September 5, 2019.
Upon review, we show Ms. called in on August 28, 2019 to request for a refund since she cancelled on the same date of booking and rebooked a second itinerary ***. We
encourage our customers to contact our customer service team for any issues as soon as possible. This enables us to attempt to find a resolution at that time, rather than after the fact. Expedia
contacted the hotel on the customer’s behalf to request for a full refund and the hotel declined the refund request. Upon confirmation Ms. agreed to the rules and restrictions that follows:
· The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Due to the hotel’s response we are unable to honor her refund request. While we regret the customer’s, experience was not as we would have hoped, 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 made a hotel reservation for a hotel in Lockport, NY with Expedia.com and cancelled the reservation. I have been billed for the hotel room and paid for it, but bought insurance in case of cancellation so I am due my money back. For weeks they have put me off, telling me I there will be resolution withing 24 hours with each email. I want my money back. Enclosed is latest email from them: [email protected]
To:***@yahoo.com
Aug 19 at 6:20 PM
Dear ***,
One of our agent already communicated with *** regarding your cancellation request. We will give you an update as soon as we received a response from them.
Thank you for choosing Expedia.
Karen
Expedia Customer Service Team
-----Original Message-----
From: ***@yahoo.com
Sent: Aug 19, 2019 9:49:21 AM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel Cancel - Itin: *** - Case ID : [REQ:S-***]
I have been waiting for resolution for a week and have called the hotel twice. What is the holdup?
On Friday, August 16, 2019, 6:38:49 AM EDT, [email protected] wrote:
Dear ***,
We are still in the process of contacting *** for your cancellation request, please expect an email update from us within the next 24 hours.
Thank you for choosing Expedia.
Lorraine
Expedia Customer Service Team
Expedia.com Response
• Sep 03, 2019
September 3, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 concern from Mr. ***’s, Revdex.com case number *** requesting a refund $94.21.Our records indicate on July 5, 2019, Mr. or an authorized user of the Expedia account booked a one-night hotel stay at the ***, checking in on October 17, 2019 and checking out in October 18, 2019, along with the Hotel Booking Protection; via itinerary ***.Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 12, 2019, Mr. called in to cancel the reservation due to change of plans. On August 17, 2019, Mr. called in to follow up on a cancellation request. The representative tried contacting the hotel and the hotel was closed. From August 16, 2019 through September 2, 2019, multiple emails communications were sent from Expedia to Mr. advising we were trying to communicate with the hotel regarding the cancellation and refund. Expedia emailed the hotel on a couple occasions and never received a response back via email. On September 2, 2019, Expedia emailed Mr. advising a refund for $94.21 had been issued.After further investigation on September 3, 2019, Expedia was able to verify the reservation was refunded on September 2, 2019. The refund normally takes from three to seven business days to appear back on the card that was originally charged. A refund receipt was emailed to the email address on file when the refund was processed.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 her booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 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...
I cancelled a reservation within a given time frame and received an email cancellation verification. I was then charged for the reservation. I contacted expedia and they would not honor the cancellation. The charge was $75.48. I can provide a copy of the email."Confirmed: Expedia Hotel Cancellation - ***, Fri, Aug 9 - Sat, Aug 10 (Itinerary #***)
"
Expedia.com Response
• Sep 02, 2019
September 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand
Ms. is requesting a full refund of $75.48, as she cancelled the reservation on August 8, 2019 prior to check-in.
Our records indicate that on August 8, 2019, Ms., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with
stay at the *** for check-in August 9, 2019 and check-out August 10, 2019.
Upon review, by using a program which shows us what the customer sees during the booking process, we can confirm on the date of cancellation, Ms. agreed to the rules and restrictions
that follows:
· Cancellations or changes made after 6:00pm (Eastern Standard Time (US & Canada) on Thu, Aug. 8 or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
We contacted the property on Ms.’s behalf regarding her refund request and they have denied the refund. Due to the response we are unable to honor her refund request, however, a
$100.00 Expedia Travel Coupon was offered for the inconvenience associated with this issue. We reviewed her account and have confirmed that the coupon was deposited on August 2, 2019 and is
available for immediate use. The coupon can be redeemed toward the future purchase of an Expedia Rate Pay Now Hotel either as a standalone reservation or in a Vacation Package. The coupon is
valid for one year from the date of issue September 30, 2020.
While we regret the customer’s, experience was not as we would have hoped, 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.
While on vacation, en route between destinations, I used Expedia to search for a hotel room for the night on my mobile device. I found a place in our desired destination that was available for that date (Friday, July 19, 2019) and proceeded to book. We were traveling across Montana, and our service was in and out, but a little while later I finally received the confirmation email. As soon as I saw it, I could see that the date was wrong. My Expedia booking #*** was a reservation for August 7, 2019, which was not at all what we needed. I called the hotel first and explained what had happened. They were friendly, but explained that they could not change the reservation since it had been made through Expedia, but they did confirm that they still had rooms available, since we were still en route to stay there that evening. I called Expedia next and explained that the reservation was wrong, and was told they could not change the date. My only option was to request a cancellation through Expedia, and pay a walk in rate to the hotel in person. I asked how long it would take to process the refund, and was told that the money would be back in my account within 7 days. Although this was not a desirable option, it was the only one I was given, so I agreed to start the cancellation request, and we continued to the destination where we paid for the room again, at a higher rate. I gave it a few days before I inquired about the cancellation refund. I also contacted the hotel to make sure everyone was on the same page. I explained multiple times to multiple people via email that the reservation for Aug 7 was erroneous, and that we had already stayed in the hotel on the desired date, and that we are awaiting a refund for cancellation of the Aug 7 date. Many miscommunicative (dead end) emails later, I was told I would not receive a refund because the hotel did not know I had cancelled. I have all of the email history saved, if needed to verify.
Expedia.com Response
• Sep 02, 2019
September 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand
Ms. is requesting a full refund of $110.26, as she booked the incorrect date and called on the same date of booking to request to cancel.
Our records indicate that on July 20, 2019, Ms., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with stay at
the Heritage Inn for check-in August 7, 2019 and check-out August 8, 2019.
Upon review, we contacted the hotel on the customer’s behalf regarding the refund request via email and was denied the refund. Please note that Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Due to the response we are unable to honor her refund request, as the hotel agreed to withhold their policy:
· The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
While we regret the customer’s, experience was not as we would have hoped, 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 02, 2019
Complaint: ***
I am rejecting this response because: I have email correspondence with the hotel disputing the claim that Expedia attempted to process this cancellation request. I have received several carefully worded emails from Expedia claiming that there is nothing more they can do (case closed), yet the hotel correspondents claim that they would gladly cooperate and are awaiting contact from Expedia. Please advise me on which email address I may forward this correspondence to as proof.
Sincerely
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 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 her hotel reservation. We understand
Ms. is requesting a full refund of $110.26, as she booked the incorrect date and called on the same date of booking to request to cancel.
Our records indicate that on July 20, 2019, Ms., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with stay at
the Heritage Inn for check-in August 7, 2019 and check-out August 8, 2019.
Upon review, we contacted the hotel multiple times on Ms.’s behalf to speak with Derek as we have only received a voicemail message and no return calls. In order for us to process a refund we
need to speak directly with Derek to verify the authorization.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope
you understand we must adhere to the policies dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Due to the response we are unable to honor her refund request, as the hotel agreed to withhold their policy:
· The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
While we regret the customer’s, experience was not as we would have hoped, 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 using *** Saphire points and they use Expedia as the travel agency. The last name was left out of the reservation. I have called 5 times over the past 2 months asking for the name to be rectified and each time I was told the "name correcting team" would reach out to me within 24h, which never happened. I would call again every couple of weeks only to be told the same thing. On Friday 8/23 I spent 4h30m on the phone (granted the call would be "disconnected" and I had to call back repeatedly) trying to rectify the name. One of the agents told me they would need to make a new reservation and asked me for my card information to charge me 25$ for the change. The call again was disconnected and when I called back minutes later, I was told they could not resolve my problem because my flight was no longer available. I was told over the phone that the "name correcting team" could not reach me because my number was incorrect. This is a lie. I have called and even emailed every single time I had a missed call from Expedia. Only to be told they were still working on it and to expect a call within 24h.
Expedia.com Response
• Sep 05, 2019
September 5, 2019
Revdex.com
Revdex.com Northwest
Complaint Department
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. We are disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
We are responding to the consumer complaint from ***, Revdex.com case number *** regarding a Name Change request that has not been completed as of yet.
Upon additional review it was verified that Ms. booked the reservation in question, itinerary ***, with *** Ultimate Rewards and not via Expedia.com. We have worked with our *** team to provide the following details on this issue. Records have verified that Ms. booked this reservation via the Mobile App. At the time of booking the traveler’s name entered into our system for the flight reservation was ***. We understand the traveler’s name should be ***.
Unfortunately, the flights in this itinerary have been affected by an Airline Schedule Change, which is required to be worked and re-accommodated before we can move forward with any Name Changes as requested. Review of Ms. account shows that our team reached out to her on many occasions beginning July 16, 2019 in regards to this schedule change. While we have received a few calls from Ms., she has not agreed to any new flights to allow us to make the change needed.
Our attempts to contact her were at the email address on file for this booking, ***@hotmail.com, along with the phone number on file of ***. We have been in contact with *** who has also confirmed that the schedule change needs to corrected first before we can move forward with any Name Change needs. As previously advised to Ms., any penalties or fare difference involved in making the Name Change will be her responsibility, as this was booked by the card holder, online. Also as a reminder, Name Changes cannot be guaranteed and will be based on the rules/availability of the airline.
Based on the above, we ask that Ms. contact *** at her earliest convenience to be transferred to the proper team who can work with her on accommodating the schedule change first. Once that is worked, the team will continue on the Name Change request process as set forth by ***.
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,
Christina S
Ultimate Rewards Supervisor Desk
Customer Response
• Sep 18, 2019
"Upon additional review it was verified that Ms. booked the reservation in question, itinerary ***, with *** and not via Expedia.com. We have worked with our *** team to provide the following details on this issue. Records have verified that Ms. booked this reservation via the Mobile App. At the time of booking the traveler’s name entered into our system for the flight reservation was ***. We understand the traveler’s name should be ***."
I booked the flight using my *** card points. *** customer service directed me to Expedia since they handle the reservations. The last name was entered on the reservation even though Expedia says it wasn't. *** informed me the name is correct in their system however, Expedia's booking info on their own system is incorrect, and so is ***'.
"Unfortunately, the flights in this itinerary have been affected by an Airline Schedule Change, which is required to be worked and re-accommodated before we can move forward with any Name Changes as requested. Review of Ms. account shows that our team reached out to her on many occasions beginning July 16, 2019 in regards to this schedule change. While we have received a few calls from Ms., she has not agreed to any new flights to allow us to make the change needed. "
I've called Expedia 5 times to confirm the flight change. I even emailed them back. Despite my multiple calls and confirmation that the flight was in fact confirmed, Expedia kept calling and emailing me with "final notices". Every time I called I expressed my frustration, confirmed the flight, just to get a new call or email the following week. I have all my call logs on my cellphone to prove all the times I called their call center. They have also emailed me multiple itineraries confirming the new flight. I have attached the last 2 emails sent to me with this confirmation.
"Our attempts to contact her were at the email address on file for this booking, ***, along with the phone number on file of ***. We have been in contact with *** who has also confirmed that the schedule change needs to corrected first before we can move forward with any Name Change needs. As previously advised to Ms., any penalties or fare difference involved in making the Name Change will be her responsibility, as this was booked by the card holder, online. Also as a reminder, Name Changes cannot be guaranteed and will be based on the rules/availability of the airline."
My last call with Expedia lasted 4h30m. The agent took my debit card information to pay the 25$ fee to correct the name. Again, the flight was confirmed multiple times. I have attached the last 3 emails sent to me with this confirmation. I have also attached one of the emails where I informed them I had already confirmed the flight 3 times. Every time I would call, the agents would say the flight was confirmed. "Based on the above, we ask that Ms. contact *** at her earliest convenience to be transferred to the proper team who can work with her on accommodating the schedule change first. Once that is worked, the team will continue on the Name Change request process as set forth by American Airlines."
I have called *** multiple times and they have always transferred me directly to Expedia's customer service. On 9/6/2019 I received a call from *** from ***, following up on my complaint posted here on Revdex.com. She then called Expedia's customer service to help connect me with someone that would fix the issue. She called back a few hours later saying that she would personally follow up with them and she would not let me speak to Expedia again because she understood my frustration. She has not called me back since and the complaint is still open. Even *** can not resolve an issue with Expedia, it's that bad. Bus somehow, Expedia is trying to make this my fault.
As proven by the emails I received, I have called *** at least 5 times to confirm a flight and to try and correct a name that is missing on their side. The flight has been confirmed, multiple times. If necessary, I can share screenshots of my call history as well.
Thank you!
Expedia.com Response
• Sep 25, 2019
September 25, 2019
Revdex.com
Revdex.com Northwest
Complaint Department
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. We are disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
We are responding to the consumer complaint from ***, Revdex.com case number ***.
We wanted to thank Ms. for providing the additional information in her response. As the reservation was booked with ***, all matters of this concern will need to be handled directly with their team.
Please know that we have forwarded the information provided by Ms. to the Ultimate Rewards team who will be in contact with Ms. directly. This will be the best course of action to ensure the proper team with access to this reservation can assist her with any outlying concerns.
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.
I was told that I would receive my refund within 24 hour, however after three days, I still did not receive my refund. I verified with my bank that the refund was not even pending. When I called again to Expedia I was told that the refund was still processing and could take up to 7 business days. I informed the customer service rep that I received a email from Expedia stating my refund was paid. The rep stated that her colleague was mistaken and the refund will take 7 days to process. I still have not received my refund.
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 hotel reservations. We understand *** is requesting a refund.
Our records indicate on August 30, 2019, ***, or a person authorized for the Expedia account, booked three nights with the ***, for check in on March 26, 2020, via itinerary ***. A second itinerary was booked in the same customer’s account, for one night with the ***, for check in on August 31, 2019, via itinerary ***.
The customer canceled both itineraries for a full refund, on Friday, August 30, 2019. The refund timeframe varies based on the processing of the credit card company. If the customer doesn’t receive the refunds within 10 business days, they may contact the credit card company to inquire on their processing time.
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 originally purchased a flight on Expedia (through ***) and they offered a cancellation plan (travel insurance). I received notice from *** that they changed my flights & flight times significantly so I called to utilize my insurance and cancel my flight. They then said that it wouldn't apply due to the type of flight I bought. I purposely bought insurance just in case - its even called Cancellation Plan. That is a bait and switch if they offer me to buy this policy and then I cant even use it. Completely unethical business practice.
September 9, 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 her flight reservation. We understand Ms. is requesting a refund of her flight
reservation as she purchased Travel Protection Cancellation Plan.
Our records indicate that on August 22, 2019, Ms., or an authorized user of her Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary *** with
*** departing on December 26, 2019 and returning on January 2, 2019 with Travel Protection Cancellation Plan. The total cost of the reservation $416.50.
Upon review, we contacted *** on Ms.’s behalf regarding her refund request and was advised that her flight had minor schedule changes and they revalidated her ticket
automatically. Therefore, the flights are still active and we are unable to provide a refund as we must follow the policy of her ticket which is Basic Economy Fare.
We have verified that the following flight mandated ticket policy was provided and accepted at the time of booking, and the terms of coverage for the Travel Protection through TRAVELGUARD were
provided prior to purchasing the plan. The following terms were displayed during the booking process:
*** BASIC ECONOMY FARE RULES:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
The coverage of the policy was made available to her before finalizing the purchase and after her purchase was completed. In your itinerary email confirmation, please refer to the below for the coverage
terms and click on “Cancellation Plan.” Please review the terms and conditions of your plan.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope
you understand we must adhere to the policies dictated by the ***.
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 purchased two round trip flight on Expedia, which they billed as one way *** and one way ***. My *** flight was cancelled and refunded. However, they refused to refund my *** flight saying *** had to. However, *** said Expedia would have to. The charge was for *** . However, upon booking this was no where stated. I spent five and a half hours in the phone with Expedia to resolve this issue, which was not. I spoke to a customer service representative, his manager and supposedly a corporate supervisor, whom I cannot find anywhere on the website. All of which was rude and dismissive. The customer service rep laughed at me while I was explaining to him that not being refunded 420 dollars for a flight I cannot use is a big deal, despite him telling me it isn’t. Jessica from corporate, was thenrudest of them all despite her title. She also told me that there was no survey to take for Expedia, however there very clearly is.
September 9, 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 $428.60.
Our records indicate on August 9, 2019, Ms. or an authorized user of the Expedia account purchased two combined one way tickets on *** departing on August 31, 2019 from Philadelphia, PA, to Dallas, TX and returning on *** on September 2, 2019 via itinerary ***. A confirmation itinerary was emailed on August 9, 2019, it was opened and reviewed three times.
Upon receipt of Ms. complaint, we investigated the issues on September 9 , 2019, wed have been able to review Ms. account, the confirmation itinerary and the creation of the reservation in our back office system. There have not been any calls in on the account about the itinerary cancellation, there is no documentation. The confirmation itinerary and back office system confirms that the itinerary consisted of two one way flights and each one way had their own set of rules. The fare with *** was a basic economy ticket but it allowed changes. The fare on the *** flight was a basic economy restricted ticketed, it was non-refundable and no changes were permitted.The *** rules were as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
The *** rules were as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and ***, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the ***.
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. *** 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
Complaint: ***
I am rejecting this response because: Expedia sold the flights as listed above and did not say they were sold as two one way tickets. Additionally, no where PREVIOUS to purchasing the tickets does it say that Expedia is a third party site that is giving out your credit Information to the ***. Furthermore, the blatant disrespect and lack of concern for their consumers time is downright deplorable. There is no reason to keep a consumer on the phone for 5 and a half hours after their flight is cancelled to not fix the issue. I am more concerned with the fact that Expedia hires people who are rude to their customers, I clouding Jessica from corporate who would not allow me to take a customer service survey, then the fact that I am at a loss for money. Sam h. , who refused to give his id number, was laughing st the matter and used the phrase “do not worry” numerous times, which is hilarious because I believe if he was out $428.60 he would be worried. I have been using Expedia for years and have never once had an issue like the one I am complaining about now.
Sincerely
I purchased an airline ticket through Expedia on ***. This airline ticket was a reduced fare ticket and only gave a general timeline of the departure times, but once you booked it, you would get an exact departure time. I booked the ticket off the assumption, based off the times they gave, that my return flight wouldn’t depart until after 4:00pm. Once I booked it, it gave me a departure time of 6:00am, which doesn’t work with my travels. I contacted Expedia and talked to the manager in Arizona, who stated there’s nothing they could do about it. This is unsatisfactory and $700 was paid for 2 tickets and they refuse to find me another flight or refund the money.
September 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a nonrefundable flight reservation.
Our records show that on August 30, 2019, Mr., or an authorized user of the Expedia account, self-booked a nonrefundable flight reservation using Expedia’s mobile site, under itinerary ***. Travel was with *** scheduled to depart from Milwaukee, WI, on August 31, 2019 to Springfield, MO, returning September 2, 2019. We understand the customer is requesting a full refund of his reservation.
On August 30, 2019, Mr. contacted Expedia and stated that he specifically saw a departure time from 4:00pm to 11:59pm rather than the departure times between 12:00AM to 7:59AM, on the returning flight. By using a tool which allows us to see the customer’s booking process, Expedia reviewed Mr.’s booking session which confirmed our site provided the returning flight will be departing between 12:00AM to 7:59AM. The
exact flight details, including airline, were provided to Mr. after booking through his itinerary.
Additionally, see the exact conditions of a the Bargain Fare flight, provided to Mr. prior to him agreeing to book the reservation:
Important Flight Information
• Departure flight departs sometime between 8:00am and 3:59pm.
• Return flight departs sometime between 12:00am and 7:59am.
•Exact flight details, including airline, will be available in your itinerary after booking.
•Your trip may include a change of aircraft or airline.
•Tickets are non-refundable, non-transferable and can’t be canceled or changed. Name changes are not allowed.
•Additional fees for checked baggage or other services may apply.
•Seats may not be available until after check-in.
*Expedia Bargain Fare flights are negotiated directly with a name-brand airline to offer savings exclusively to Expedia customers. Once a purchase is completed the airline and exact flight details will be revealed in an itinerary.
Moreover, Mr. agreed to Expedia’s Terms of Use, which expressly states:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Upon receipt of Mr.’s Revdex.com complaint, on September 5, 2019, Expedia contacted *** to advocate on the customer’s behalf by requesting authorization to refund the restrictive flight. The airline advised us Mr.’s reservation was fully used therefore a refund will not be authorized.
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
July 19th, I purchased airfare through expedia.com for a trip to Orlando FL from San Diego CA 9/4-7/2019. I also purchased cancellation insurance for an additional $38. Expedia’s travel confirmation is under itinerary #*** at a total cost of $518.47.
Hurricane Dorian is currently a category 4 hurricane with winds in excess of 140 mph. News is reporting heavy rains, a shortage of fuel and water, and long lines at hardware stores and supermarkets. Hurricane Dorian is scheduled to make landfall in southern and central Florida on Tuesday the 2nd of September. There is a travel advisory in effect for several cities including Orlando. The President has made an emergency declaration - FEMA activated.
I called Expedia and spent approx. 30 minutes waiting for representative who was reviewing policies and placing me on holds before forwarding me to his supervisor. His supervisor spent the next 20 minutes or so reading the cancellation policies and checking exceptions and placing me on brief holds. I was told I would need to contact each of the airlines directly.
Airlines want me to deal with Expedia. Expedia wants me to deal with airlines.
***s informed me that if I were flying between August 30th – September 3rd I might qualify for an exception but that my flight was currently on schedule for a normal departure on the 4th of September. The fees to cancel this flight were $69 more than I had paid for the flight to begin with.
*** flight is on schedule for the 7th of September – a date well beyond the travel warning – will not cancel flight reservation.
The insurance; issued through AIG under the name “Travel Guard” policy #***, has turned out to be anything but insurance. The policy states that 100% of the trip cost is covered for trip cancellation or trip interruption. The policy requires cancellation of travel. Filing under natural disaster requires Orlando be uninhabitable - without electricity, gas, sewer service or water.
September 9, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** requesting a refund of $518.47.
Our records indicate on July 19, 2019 – Mr. *** or an authorized user of the Expedia account purchased two combined one way tickets on *** departing on September 4, 2019 from San Diego, CA to Orlando, FL and returning on *** on September 7, 2019, along with the Cancellation Plan via ***.Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on August 30, 2019, Mr. called in to cancel his reservation due to hurricane. Our representative was unable to access the tickets, The call was transferred to another representative to assist. Our representative reviewed the reservation and was able to verify he had a combined one way fares the outbound flight was with ***s flight an ***, so Mr. was advised to contact ***s directly to cancel. Our representative reviewed the policy and per the policy the travel advisory does not affect the return flight on September 7, 2019 on ***. Mr. was advised that his return flight on September 7, 2019 is not covered by the exception policy of *** Airline he did not agree with the policy ended the call. Our representative did not make any changes to the reservation. On August 31, 2019, Mr. wanted to see options to cancel with the protection. Our representative called *** and they advised if the flight is cancelled or changed by them okay to process a refund, if not then the normal policy applies. Our representative advised Mr. to contact ***. On September 4, 2019, Mr. called in asking to cancel and get a refund. Our representative checked the details on the account and advised Mr. of the cancellation policies
After further review on September 9 , 2019, Expedia reviewed Mr. account and the airline policies. Since Mr. requested to cancel his reservation and his outbound flight was booked with *** he must contact ***s, since they are a low cost carrier. We were able to review ***s travel advisory:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
*** Airline does not have a travel advisory that affects the return flight and the rule of the fare is the ticket is non-refundable non changeable.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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
This must be the worst time I ever communicate with costumer Service
so this started at 8 am EST when I walked in into *** luggage and I was to told that I was way too early for my flight, I was like my flight is this morning there is no way I made a mistake but I did, and I had booked my flight the next day by mistake I tried to ask if it’s possible for me to get a flight earlier but I was told that my ticked was very distractive that I can’t do nothing not even pay a fee to fly on the 30th instead of the 31st but I checked and there was multiple flights That had empty sites and I was told to call Expedia so I did and talked to 4 different customer service representatives and a Superviser and none of them can do anything like literally nothing but say we’re very sorry and we’re going by the airline guid lines witch it did not make any sense that both Expedia and *** can’t do anything about there own customers and airplanes so now it’s 4:08 pm so I’ve been talking to you for 8 hours with nothing being done I understand that you have policies but for god sake you’ll not move an inch to help your customers and I’ll male sure *** hears from me as well all I have to say to Expedia is what a disgrace for customer service your.
I've booked a car rental in Anchorage from 08/23-08/27 through Expedia. Upon arriving in Anchorage on 8/23, we picked up our car around 5:40 am. We were originally planning a road Kenai but we found that the whole area was full of smoke from the fire and we couldn't continue our trip as planned. So we called Expedia at 10:38 am to see if we could return the car earlier, probably the next day afternoon. After 30 minutes of on hold, the Expedia representative informed me that he was trying to convince the *** to charge us only for one day but their policy is to charge for two days as we picked up in the morning and returning during afternoon. I agreed to pay for two days and he assured me that I would get refund once I return the car and call them back. I asked what will the exact refund amount be but he said I would get the information from *** when I return the car. The next day we returned our car and asked the desk that how much refund we would get. She said they have no information and I need to call Expedia to find it out. At the time she never mentioned that the reservation was non refundable. The next day, on Aug 25, at 4:19 pm, I called Expedia to inform them I returned my car and to get the refund. However, both the representative and the manager would say that the refund is up to *** and would get back to me after the 27th after they put me on hold for nearly one hour. The manager even told me that the refund is not guaranteed. I pointed out that I called two days ago and was assured to get refund for the rest and believe that he would honor it. I waited the email but unlike they gave me word I didn't get the final email until 29th. Also, the final email stated bluntly that my request has been denied as *** refused to refund. I called Expedia twice but both time I was on hold over 30 min and I just gave up talking. I'm deeply disappointed by the manner that the customer service handled this case and also it's totally unacceptable.
September 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her pre-paid car rental reservation. We understand Ms. is requesting a refund of the
unused days as she returned her rental car the next day.
Our records indicate that on August 22, 2019, Ms., or an authorized user of her Expedia account, self-booked a pre-paid car reservation using Expedia’s website, under itinerary ***
with pick-up at *** Rental Car on August 23, 2019 and drop-off August 27, 2019. The total cost of the reservation $537.20.
Upon review, we contacted *** on Ms.’s behalf regarding her refund request and we received approval to process a refund for the remaining days totaled $429.76.The time it takes to post to your
credit card usually within 7-10 business days.
While we regret the customer’s, experience was not as we would have hoped, 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
booked a international flight and seats through expedia and purchased travel insurance because the trip was not until june of 2019 purchased the ticket an insurance in august 2018 and was suppose to travel in June 2019 due to an injury that happened in April 2019 I was not able to travel and provided Expedia and the insurance company all the documents required, doctors note and all travel itinerary , still denied as of today 8-30-19. Expedia and the insurance is telling me that per airline rules I am not able to get a refund have spoken and emailed the airlines and was told because I purchased the tickets and seats through Expedia that Expedia would have to give the refund, the same problem I am also having with cheap o air because I purchased my daughters ticket through them for the same days and flights I am out almost $1800 for this trip that I unfortunately wasn't able to travel for . help me resolve this I have kept all the emails
September 6, 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 *** disputing $1600.00.
Our records indicate on August 12, 2018 - Ms. *** or an authorized user of the Expedia account purchased two round trip flights on *** departing on June 4, 2019 from Boston, MA, USA to Ponta Delgada, Portugal and returning June 16, 2019, along with the Total Protection Plan via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on April 29, 2019, Ms. went online and cancelled her reservation and the Total Protection Plan. Expedia emailed a cancellation email of the reservation and the Total Protection Plan and each of the emails have been opened and reviewed. On May 5, 2019, Ms. called in advising that she canceled the flight and insurance online because of medical reasons. Ms. advised her father will be undergoing a medical procedure. Our representative advised the policy of the flight but Ms. wants a refund. From May 5, 2019 through August 13, 2019, there were numerous emails communications between Expedia and Ms. regarding the cancellation of her reservation. Expedia emailed Ms. directions on submitting a refund request based on the airline extenuating circumstance requirement. Ms. emailed Expedia a copy of the doctors note dated May 14, 2019. Ms. emailed Expedia asking us to refund the tickets and seats. Expedia responded to Ms. email advising the extenuating circumstance refund request has been submitted and can take up to 45 days for the airline to respond. Ms. responded to the Expedia email advising that *** does not have anything to do with her getting a refund, she stated that she spoke with *** and it is not up to them, it is up to Expedia to refund her. Expedia replied that as a travel company, we are unable to override the decision of airlines in regards of submitting the requested requirements. We asked for her patience and stated once the decision has been made, she would receive notification of such decision and processing details if the airline approves the refund. Ms. replied that she and her daughter are not able to travel in the upcoming weeks and needs to know that she is being reimbursed for the tickets. Ms. states *** advised her that the decision to refund the tickets were based on Expedia. Expedia again responded advising it could take up to 45 days for a response from the airline. Ms. emailed Expedia and included *** email address, advising she would be contacting the Revdex.com and the Attorney General. On July 2, 2019 Expedia emailed Ms. advising, “We regret to inform you that we cannot process your refund as requested. We have received a denial response from airline. We are sorry to inform you that this fare rules does not waive fees due to Medical Condition. According to ticket rules (***) is a nonrefundable fare and $200 penalty plus difference if changed before departure and $250 plus difference after departure. Please be aware that this ticket needs to be exchanged by August 11th of 2019.” Ms. replied that they airline has nothing to do with the refund. Expedia replied that Travel Guard would have to determine if her claim was valid and/or eligible for payment. There were multiple emails received from Ms. about having insurance and cancelling her flight and expecting to receive a refund. Expedia responded numerous times that “We regret to inform you that we cannot process your refund as requested. We have received a denial response from airline.”
After further review on September 6, 2019, of the reservation, confirmation itinerary, cancellation itinerary and the cancellation of the Total Protection Plan. I called Ms. to explain the ticket was non-refundable and having the protection would allow the exchange fee to be refunded. Explained that the ticket was non-refundable and explained the ticket was issued on August 12, 2018 and was valid for 12 months. Advised the ticket has expired and has no value, at which Ms. disconnected the line. I never had the opportunity to advise that she would need to contact *** in regards to cancelling a *** reservation.
The cancellation confirmation itinerary was emailed on April 29, 2019 after the flight reservation was cancelled and some of the information appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
In addition, Ms. cancelled the Total Protection Plan was cancelled on April 29, 2019. Having cancelled the Total Protection Plan had there been an exchange if the ticket the change fee would not have been refunded.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** International-Azores Airlines S.A. 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, 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 dispute for the Expedia ticket; the ticket has expired as of August 11, 2019 and has remaining value. The *** reservation that was booked with *** needs to be addressed with them, we are not able to assist with a *** reservation. 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...
I spent a whole Thursday trying to reach Expedia customer service rep while on vacation in Florida. Due to Hurricane Dorian alert I needed to change my family flight from August 31st at 6pm to any time on August 29th or 30th. First time I’ve been waiting 2,5 hours before I got answered, I’ve asked the rep - Christopher - to call me back in case the phone gets disconnected, and he promised he would. While flight specialist, whom I’ve been on the phone with, was looking into the flight options, the call dropped and they never called me back. Because I was on the hold for so long, we’ve missed the flight opportunity on Aug 29th at 6pm. I’ve called again and reached the specialist in another 2 hours, requested to speak to the supervisor, and the supervisor - Lin - wasn’t helpful, refused to give us a flight without verifying with *** about waivers, even though it clearly states on the website that Aug 30 - Sep 3 due to Hurricane is an emergency situation. And of course the call got disconnected and I was never called back to resolve my issue. Today is Friday, I’m on the call to Expedia since early morning trying to get my 5 y.o. son and husband out of the dangerous life threatening hurricane situation. All tickets are sold out by now and they were available yesterday when I was calling for help. They call us Gold members with special attention from customer service and it’s all ***! They ruined our vacation, we spent 2 days on the phone instead of relaxing, couldn’t sleep whole night, probably gonna end up with renting the car and drive back home for 20 hours!! Cause we have no where to go and hide in Florida, no extra money for the hotel, we are expected to be back at work and gonna loose money there if we won’t show up. Not saying that my family can die from hurricane if we stay here! Terrible experience with Expedia, lots of stress, and it’s still going.. I request a full refund for this vacation, including hotel and flights as well as the cost of rental car
September 9, 2019
Revdex.com
E.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 her customer service experience.
Our records indicate that on February 27, 2019, Ms., or an authorized user of her account, self-booked a combined one-way flight reservation on Expedia.com, under itinerary ***. Travel was with *** and *** Airways, departing on August 24, 2019, returning on August 31, 2019, from Newark, NJ to Tampa, FL. On the same day, Ms. also self-booked a hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, *** Island, with a check-in date of August 24, 2019 and a check-out date of August 31, 2019. We understand Ms. is requesting a refund of $3150.00 as compensation for her experience.
Upon receipt of the complaint, we researched the issues brought to our attention. Expedia experienced high call volumes due to Hurricane Dorian; to which, was advised to all our valued customers via our website and during the phone call queue.
On August 29, 2019, Ms. contacted Expedia’s service desk for assistance to request the change of her return flight reservation. At that time, *** Airways did not issue any travel advisory for Ms.’s return flight for August 31, 2019. Therefore, normal ticket policy would apply on the reservation; to which, Tickets are non-refundable, non-transferrable, and name changes are not allowed. When we reached out to *** Airways to advocate on Ms.’s behalf, requesting approval to exchange her flight reservation, Ms.’s line was disconnected. Expedia attempted to reach her back via phone; however, was not successful.
On August 30, 2019, Ms. again contacted Expedia’s service desk for assistance to exchange her return flight reservation and to request a refund of the last night’s rate of her hotel booking.
Expedia reached out to *** Airways to advocate on Ms.’s behalf, requesting approval to exchange her flight reservation. *** Airways advised there were no available flights on any nearby airports and that if Ms. decided to cancel the reservation, a future travel credit will be issued.
Expedia also reached out to the hotel to advocate on Ms.’s behalf, requesting approval to refund the unused last night of the hotel booking. Regrettably, the hotel denied the refund request; however, advised they will issue a refund of $28.25 for the resort fee.
Please note that 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. *** Airways 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 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 airlines and the hotel in this case.
Because we value Ms. as a customer and regret her experience, Expedia issued a refund of the last night’s rate of her hotel reservation in the amount of $190.06 and a $100.00 future travel coupon was added to her account on August 30, 2019.
We regret what transpired, but based on the information provided above, Expedia is unable to honor her refund request.
Again, 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,
Erika M
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I stayed at the Hotel *** on 8/8 -8/10 I was charged two different prices for each night plus my view was of the air conditioning unit on the roof
September 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which was 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 Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand that the customer is seeking a refund based upon a difference in the nightly rates and an amenity.
On August 1, 2019, Ms. or an authorized account user self-booked on Expedia’s Mobile site, under itinerary ***. The hotel accommodation was with Hotel ***, Beach Haven, New Jersey for a check in on August 8, 2019 and check out on August 11, 2019, for a total of $1622.63.
We contacted the hotel on August 1, 2019, to advocate on Ms. behalf by requesting a different check out date, August 10, 2019. Regrettably, the hotel declined our request by stating that the reservation could not be modified prior to check-in.
Furthermore, on September 3, 2019, we contacted the hotel to discuss Ms. charges; for two out of the three nights reserved, as she was charged a total of $1075.20. The hotel advised that rates can fluctuate daily. Typically hotel rates are higher on the weekend’s verses the weekday’s according to Hotel ***. Secondly, Hotel ***, selects rooms for customer’s based on current availability. Expedia cannot control specific room placement. Therefore, the hotel has denied our refund request.
Additionally, Expedia’s Terms of Use, and the Pay Later Definition which was 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 the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
A credit card is required on Pay Later reservations to secure the reservation and in case the customer is charged a penalty by the hotel.
Pay Later is where the customer pays at the time of check-in directly to the hotel.
Pay at Property Definition:
As Hotel *** is the merchant of record (the entity that receives the funds and the company that charges the customer’s credit card), Expedia Recommends Ms. contact the hotel at the following number ***.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Melanie A
Corporate Correspondence Team
I reserved an hotel through Expedia on June 24 2019, 4 days later I cancelled that reservation ( I have emails to prove it), the reservation stated that I could cancel up to August 12th and I cancelled on June 28th.
the hotel charged me for 2 nights on August 19th as a no show.
Expedia is only giving me dum expalnations and not taking responsability, I did it with them not with the hotel so they should refund me
September 4, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation. We understand
Mr. is requesting a refund of $236.68, as the hotel charged him for 1-night penalty.
Our records indicate that on June 24, 2019, Mr., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with stay
at the *** for check-in August 15, 2019 and check-out August 18, 2019.
Upon review, we contacted the property on Mr.’s behalf regarding his refund request and they advised in their system it was tagged as a “no-show” and they denied the refund. Due to their
response we are going to honor his refund request, as the cancellation notification did not make it over to the property correctly causing a site error. We will process the refund to his original form of
payment and the bank can administer the funds to the proper account within 7-10 business days.
While we regret the customer’s, experience was not as we would have hoped, 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 used Expedia to book a hotel and but warranty for my trip. Expedia had my credit card information. They charged me 168 to reserve the hotel. When I arrived to the hotel, the hotel didn’t have the amenities shown on the Expedia website and I was refused service. Expedia doesn’t want to return my money.
September 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding his hotel reservation. We understand
Mr. is requesting a refund of $168.00, as when he arrived at the hotel, they did not have the amenities that was offered online, and he refused service.
Our records indicate that on August 21, 2019, Mr., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with
stay at the *** for check-in August 24, 2019 and check-out August 29, 2019. The total reservation was $140.62.
Our records indicate that on August 22, 2019, Mr., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with
stay at the *** for check-in August 24, 2019 and check-out August 29, 2019.The total reservation was $160.89.
Upon review on August 24, 2019, we show that the customer called in to cancel itinerary *** and he received a $100.00 refund by Expedia for a self-service error. The customer requested
to cancel with a full refund on itinerary *** as they did not have Air Condition and a T.V in the room upon arrival. We contacted the property on Mr.’s behalf regarding his cancellation
and refund request and they stated to send an email to *** to get approval to cancel without penalties. Since the customer refused the services upon the same date of
check-in the reservation was tagged as a “no-show”.
The customer sent in a bank statement to verify the charges, it shows a charge of $100.00 from *** and a charge of $68.00 for *** and a credit adjustment of $100.00
from Expedia and a $16.00 added Hotel Booking Protection Plus. The $100.00 charge from the hotel on itinerary ***, is considered a wash with the credit that Expedia processed to the
customer on August 24, 2019. The only charge that we see the customer received was $68.00 from *** which was due to the “no-show” on itinerary *** on 8/22/2019. (see below)
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Due to this investigation, we are unable to honor his refund request, as the only charge we show that posted was $68.00 on 8/22/2019. If the customer has another bank statement to show he was
charged the full amount of $168.00, please have the customer respond with the correct documentation.
While we regret the customer’s, experience was not as we would have hoped, 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: They claim I refuse service and it was a no show. *** is the one who refused service, so Expedia still owes me 68.
Sincerely
On May 5th, 2019, I have purchase 2 air tickets from Expedia for the rout Washington DC (itinerary #. . .***). Before I made my payment, Expedia recommended travel insurance where the first benefit was “100% flight refund if you are sick and cannot travel”. I paid the insurance.
About a week before my flight, I was unable to travel because of health issue. I contacted Expedia and cancelled the tickets by phone. I was refunded the tickets to my credit card except for $500 cancellation fee. I contacted Expedia, but was asked to contact the insurance company.
I filed a claim in the company web site and received a reply asking for the following:
1. Proof of purchase of airline tickets.
2. Copy of refund/proof trip cost is non-refundable.
3. Proof for reason for the claim including:
- Physician certified form stating inability to travel.
- Release of health information form.
It was clear that these requirements are meant to make refund impossible. I wonder how can they ask me for a proof of purchase when I bought both the tickets and the insurance from Expedia? And how did they get the information of the tickets and insure them? Or did they insure something they did not know it existed? However, I sent them a copy of the tickets.
I also told them that refund was done by phone through Expedia and credited to my credit card and what is left is $500 cancellation fee, and if they were able to get the information from Expedia to issue the insurance policy, they should be able to get the information of the refund unless the whole goal behind this is to make refund impossible.
I denied the health certificate and authorization requested because I do not want to release that information and this was not stated when I purchased the insurance, and I think it is meant to make refund impossible.
They sent me the hidden fine print of the policy which states something about a statement from a physician, but this was not sent to me or provided before the purchase of the insurance. The only thing that was provided is the attached statement that the insurance covers 100% of cost in case of sickness.
I have bought this insurance from Expedia upon its recommendation as you can see in the attachment. I was not aware of any hidden conditions and I expected a FAIR and TRANSPARANT transaction. Expedia did not ask me to read and approve the hidden conditions and the refund requirements before making the purchase. THIS IS NOT A FAIR OR TRANSPARENT TRANSACTION. Therefore, I am asking for the refund of the $500.
I have sent my argument as explained in this complaint to the insurance company more than a week ago and have not received any reply.
September 3, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 concern from Mr. ***, Revdex.com case number *** requesting Expedia to refund the penalty of $250.00 per ticket.Our records indicate on May 5, 2019, Mr. or an authorized user of the Expedia account purchased two round trip flights departing on June 29, 2019 from Washington, DC, USA to Cairo, Egypt and returning on July 15, 2019 from Cairo, Egypt to Washington, DC, USA, along with the Flight Protection Plan via itinerary ***. A confirmation email was first review on June 1, 2019, it was opened and reviewed six times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on June 22, 2019, Mr. called to ask about the airlines policy for cancelling.
Our representative advised the airline refundable with a fee of $250 and $150 change fee. On June 26, 2019, Mr. called in wanting to cancel flights. Our representative noted that Mr. was aware of the cancellation charges. Our representative cancelled the flights with a cancellation fee. From July 23, 2019 through July 26, 2019, there were multiple emails from Mr. about cancelling flights and getting the penalty refunded. Expedia responded on a couple of occasions advising that Mr. needed to file a claim with www.aig.com.
After further investigation on September 3, 2019, Expedia was able to verify the flight reservation was refundable less $250.00 per ticket. Since the protection was chosen when Mr. made the reservation he would need to submit a claim via AIG for a possible refund of the penalty. The details of the protection was available at the time that Mr. accepted and agreed to the protection. The details of the protection were also available as a hyperlink in the confirmation itinerary.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Expedia is not able to honor you request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Response did not respond to points I raised as bases for my request of refund, instead stated issues that are not relevant to my complaint.
I will comment briefly on these issues and state my bases for refund request again.
FIRST: comments on Expedia’s response:
1. Expedia’s response mentioned 2 telephone calls to ask about cancellation fee and to make the cancellation, and I don’t see how this is relevant to my request of refund. In addition, Expedia’s response was not precise about the call and mentioned that I was informed of $250/ticket cancellation fee in the first call. Actually, I was informed of $200/ticket in first call. In the second call I was informed that the cancellation fee has increased to $250/ticket and I can refund it from protection.
2. Expedia’s response mentioned doing an investigation and found out that I received partial refund from Egypt Air except for $500 cancellation fee. Well, this is precisely the same information I wrote in my complaint, and I requested a refund for the $500 cancellation fee.
3. Expedia’s response mentioned that Expedia is a third-party partner and have no control over rules of sellers. Well, I am not contesting Egypt Air rule of cancellation fee. I am requesting refund from Expedia’s protection plan.
SECOND: My request for refund was clearly based on the following points which Expedia ignored in its response:
1. No conditions or terms for the protection plan were presented before purchase except the statement which I mentioned in my original complaint which sates “100% refund in case you cannot travel because you are sick”.
2. Hidden terms were not presented for approval before purchase.
3. Unreasonable requirements were demanded, and which are not mentioned even in the hidden terms of the protection plan, starting with evidence of purchase, evidence of refund, to medical certification and health information release form.
4. I think that Expedia’s customers deserve an honest, fair, and transparent transaction, and I Think that the protection plan purchase and practices do not meet that.
Therefore, I am still requesting a refund of $500 cancellation fee, and urging Expedia to make its protection plan purchase and practices fair and transparent.
Sincerely,
Bilguis A
I made a reservation for a room at *** (located at ***) on May 24, 2019. The listing contained photos and descriptions that did not match reality and when we went there to check in, we saw a room that was at a much lower quality than the description on the website. So we had to check out after 10 minutes because that was no place for a human being to stay. After talking to Expedia customer service, I was told that there would be no refund for the charge amount of 399.45 dollars because the cancellation was not made prior to check in. The company completely ignored the fact that the lodge listed false information which deceived us into booking a room from them and the inconvenience that we had to experience in order to find another place to stay.
September 4, 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 May 21, 2019, ***, or a person authorized for the Expedia account, booked a two night reservation with *** for check in on May 24, 2019, via itinerary ***/
We regret to hear that our customer was unable to stay at the ***. The reservation was refunded in full on September 4, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise S
Corporate Correspondence Team
I reserved a flight for myself & my wife with *** via Expedia.com. 4 weeks prior to my departure, I had a medical emergency which forced me to cancel my flights. Expedia advised me that in order to request a refund for airfare costs, I need to submit my medical documentation & other requested information for them to share with ***. I provided all requested documentation & a few days later I was notified that *** declined the request, & all further inquiries should be directed to ***.
I called *** to explain my situation & they told me they never received any refund requests or documentation from Expedia, & I forwarded to them the same documentation I gave Expedia. After a short review, *** stated they would grant a full refund, given my circumstances. They said to give about 5 days for the refund to process back through Expedia.
5 days pass & I have not yet received the refund. I called Expedia, they stated *** denied the refund & for me to call ***. I called *** back, gave them the email address for Expedia to which I initially submitted my refund request, & *** stated to me over the phone that they sent Expedia all of the information to process my refund. TThey also advised me to give Expedia 5 days.
After 5 days, I called Expedia & again, they didn’t have any information. They put me on hold to call ***. After 45 mins, Expedia confirmed they spoke to *** & that a refund was forthcoming. After 5 more days, I called Expedia back was told there was no record for a refund on my file. They put me on hold again for an hr, & this time, they confirmed that a refund was coming & would be processed within 72 hrs. I was given a case number & was assured the file was updated with the right information.
A week goes by & no refund. I call Expedia again, was placed on hold again for another hr so they could contact *** & was told that a refund was coming, but it could take 8 weeks... This has been ongoing since May 2019.
September 19, 2019
Revdex.com
E.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 a flight reservation.
Our records indicate that on February 13, 2019, Mr., or an authorized user of his account, self-booked a flight reservation on Expedia.com, under itinerary ***. Travel was with ***, departing on May 21, 2019, returning on May 26, 2019, from Washington, DC, United States to London, England, UK. We understand Mr. is requesting a full refund of flight reservation, stating he was unable to utilize the booking due to a medical issue.
Upon receipt of the complaint, we researched the issues brought to our attention. Expedia has consistently remained a liaison between Mr. and ***. We have advocated on his behalf to obtain the information of his refund request.
All information that were previously advised to Mr. were provided by ***.
Expedia reached out to *** several times to advocated on Mr.’s behalf, requesting a refund approval of the cancelled reservation. Regrettably, the airlines denied the refund request.
However, Mr. retained a future flight credit in the amount of $885.77 per passenger, valid for one year from the original purchase date of February 13, 2019. Upon using the flight credit, Mr. will be responsible for an airline imposed change fee in the amount of $300.00 per passenger as well as any difference in fare.
Please note that 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.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request, because the funds are not held by Expedia.
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,
Erika M
Corporate Correspondence Team
I have added the information within a PPT document. The information includes the Case ID given to me by the expedia customer service rep, and an excerpt from the call whereby the customer service rep advises that a refund would be received within 72 hours.
October 8, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret that we are unable to offer Mr. with a more satisfactory response to his complaint.
After further review of Mr.’s complaint, we reached out to *** again to confirm the status of the unused flight reservation. The airlines advised they have issued a refund for Mr.’s flight reservation in the amount of $885.71 per person.
As stated in our previous Revdex.com response, *** 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. It is our highest recommendation that Mr. continue to pursue this matter directly with ***.
Again, we 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,
Erika M
Corporate Correspondence Team
From: Customer Relations UK <***>Date: Fri, Oct 18, 2019 at 9:34 AMSubject: FW: Response from Customer Relations – Reference *** / Email:***To: *** <***>Dear Mr.Thank you *** for your call into me today. I have looked into the status of the refund for the flight you did not travel on 21st May 2019. After checking with *** Refunds department I can confirm that the payment was sent back to your travel agent Expedia Incorporated on 20th August 2019. Our refunds team have sent Expedia an email requesting that they reach out to you to resolve this case. Thank you for giving me the opportunity to assist you today it has been my pleasure.Kind regards,Martin D Customer Relations *** Airways Ltd The VHQ, Fleming WayCrawleyRH10 9DF, UKhttp://www.***.com If you wish to respond please just click “reply” to this email to ensure your individual Case *** is updated and we will get back to you as soon as we can.
November 1, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret that we are unable to offer Mr. with a more satisfactory response to his complaint.
After further review of the complaint, we can confirm that a full refund has been processed back to Mr.’s original form of payment used to book the reservation. Mr. was sent an email yesterday, October 31, 2019 by our Extenuating Circumstance Refunds Department to advise of the processed refund and timing.
Again, we 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,
Erika M
Corporate Correspondence Team
Expedia has a current scam when booking hotels, I submitted a hotel reservation with the wrong date and with 3 minutes cancelled it , I have visual issues that require accommodations and they refused to give me credit because they are saying it was a. On refundable charge
September 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand
Ms. is requesting a full refund of $147.36, as she cancelled the reservation on same date after completing the booking.
Our records indicate that on August 21, 2019, Ms., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with
stay at the *** for check-in September 4, 2019 and check-out September 5, 2019.
Upon review, we show Ms. called in on August 28, 2019 to request for a refund since she cancelled on the same date of booking and rebooked a second itinerary ***. We
encourage our customers to contact our customer service team for any issues as soon as possible. This enables us to attempt to find a resolution at that time, rather than after the fact. Expedia
contacted the hotel on the customer’s behalf to request for a full refund and the hotel declined the refund request. Upon confirmation Ms. agreed to the rules and restrictions that follows:
· The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Due to the hotel’s response we are unable to honor her refund request. While we regret the customer’s, experience was not as we would have hoped, 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
Tell us why here...
I made a hotel reservation for a hotel in Lockport, NY with Expedia.com and cancelled the reservation. I have been billed for the hotel room and paid for it, but bought insurance in case of cancellation so I am due my money back. For weeks they have put me off, telling me I there will be resolution withing 24 hours with each email. I want my money back. Enclosed is latest email from them:
[email protected]
To:***@yahoo.com
Aug 19 at 6:20 PM
Dear ***,
One of our agent already communicated with *** regarding your cancellation request. We will give you an update as soon as we received a response from them.
Thank you for choosing Expedia.
Karen
Expedia Customer Service Team
-----Original Message-----
From: ***@yahoo.com
Sent: Aug 19, 2019 9:49:21 AM
To: [email protected]
Additional Recipients:
Subject: Re: Requested Email: Hotel Cancel - Itin: *** - Case ID : [REQ:S-***]
I have been waiting for resolution for a week and have called the hotel twice. What is the holdup?
On Friday, August 16, 2019, 6:38:49 AM EDT, [email protected] wrote:
Dear ***,
We are still in the process of contacting *** for your cancellation request, please expect an email update from us within the next 24 hours.
Thank you for choosing Expedia.
Lorraine
Expedia Customer Service Team
September 3, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 concern from Mr. ***’s, Revdex.com case number *** requesting a refund $94.21.Our records indicate on July 5, 2019, Mr. or an authorized user of the Expedia account booked a one-night hotel stay at the ***, checking in on October 17, 2019 and checking out in October 18, 2019, along with the Hotel Booking Protection; via itinerary ***.Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 12, 2019, Mr. called in to cancel the reservation due to change of plans. On August 17, 2019, Mr. called in to follow up on a cancellation request. The representative tried contacting the hotel and the hotel was closed. From August 16, 2019 through September 2, 2019, multiple emails communications were sent from Expedia to Mr. advising we were trying to communicate with the hotel regarding the cancellation and refund. Expedia emailed the hotel on a couple occasions and never received a response back via email. On September 2, 2019, Expedia emailed Mr. advising a refund for $94.21 had been issued.After further investigation on September 3, 2019, Expedia was able to verify the reservation was refunded on September 2, 2019. The refund normally takes from three to seven business days to appear back on the card that was originally charged. A refund receipt was emailed to the email address on file when the refund was processed.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 her booking on our website, Mr. agreed to our Terms of Use, which expressly provide: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 Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
Tell us why here...
Revdex.com:
This has been satisfied. Thank you.
I cancelled a reservation within a given time frame and received an email cancellation verification. I was then charged for the reservation. I contacted expedia and they would not honor the cancellation. The charge was $75.48. I can provide a copy of the email."Confirmed: Expedia Hotel Cancellation - ***, Fri, Aug 9 - Sat, Aug 10 (Itinerary #***)
"
September 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand
Ms. is requesting a full refund of $75.48, as she cancelled the reservation on August 8, 2019 prior to check-in.
Our records indicate that on August 8, 2019, Ms., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with
stay at the *** for check-in August 9, 2019 and check-out August 10, 2019.
Upon review, by using a program which shows us what the customer sees during the booking process, we can confirm on the date of cancellation, Ms. agreed to the rules and restrictions
that follows:
· Cancellations or changes made after 6:00pm (Eastern Standard Time (US & Canada) on Thu, Aug. 8 or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservation.
We contacted the property on Ms.’s behalf regarding her refund request and they have denied the refund. Due to the response we are unable to honor her refund request, however, a
$100.00 Expedia Travel Coupon was offered for the inconvenience associated with this issue. We reviewed her account and have confirmed that the coupon was deposited on August 2, 2019 and is
available for immediate use. The coupon can be redeemed toward the future purchase of an Expedia Rate Pay Now Hotel either as a standalone reservation or in a Vacation Package. The coupon is
valid for one year from the date of issue September 30, 2020.
While we regret the customer’s, experience was not as we would have hoped, 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
While on vacation, en route between destinations, I used Expedia to search for a hotel room for the night on my mobile device. I found a place in our desired destination that was available for that date (Friday, July 19, 2019) and proceeded to book. We were traveling across Montana, and our service was in and out, but a little while later I finally received the confirmation email. As soon as I saw it, I could see that the date was wrong. My Expedia booking #*** was a reservation for August 7, 2019, which was not at all what we needed. I called the hotel first and explained what had happened. They were friendly, but explained that they could not change the reservation since it had been made through Expedia, but they did confirm that they still had rooms available, since we were still en route to stay there that evening. I called Expedia next and explained that the reservation was wrong, and was told they could not change the date. My only option was to request a cancellation through Expedia, and pay a walk in rate to the hotel in person. I asked how long it would take to process the refund, and was told that the money would be back in my account within 7 days. Although this was not a desirable option, it was the only one I was given, so I agreed to start the cancellation request, and we continued to the destination where we paid for the room again, at a higher rate. I gave it a few days before I inquired about the cancellation refund. I also contacted the hotel to make sure everyone was on the same page. I explained multiple times to multiple people via email that the reservation for Aug 7 was erroneous, and that we had already stayed in the hotel on the desired date, and that we are awaiting a refund for cancellation of the Aug 7 date. Many miscommunicative (dead end) emails later, I was told I would not receive a refund because the hotel did not know I had cancelled. I have all of the email history saved, if needed to verify.
September 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her hotel reservation. We understand
Ms. is requesting a full refund of $110.26, as she booked the incorrect date and called on the same date of booking to request to cancel.
Our records indicate that on July 20, 2019, Ms., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with stay at
the Heritage Inn for check-in August 7, 2019 and check-out August 8, 2019.
Upon review, we contacted the hotel on the customer’s behalf regarding the refund request via email and was denied the refund. Please note that Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Due to the response we are unable to honor her refund request, as the hotel agreed to withhold their policy:
· The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
While we regret the customer’s, experience was not as we would have hoped, 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 have email correspondence with the hotel disputing the claim that Expedia attempted to process this cancellation request. I have received several carefully worded emails from Expedia claiming that there is nothing more they can do (case closed), yet the hotel correspondents claim that they would gladly cooperate and are awaiting contact from Expedia. Please advise me on which email address I may forward this correspondence to as proof.
Sincerely
September 9, 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 her hotel reservation. We understand
Ms. is requesting a full refund of $110.26, as she booked the incorrect date and called on the same date of booking to request to cancel.
Our records indicate that on July 20, 2019, Ms., or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary *** with stay at
the Heritage Inn for check-in August 7, 2019 and check-out August 8, 2019.
Upon review, we contacted the hotel multiple times on Ms.’s behalf to speak with Derek as we have only received a voicemail message and no return calls. In order for us to process a refund we
need to speak directly with Derek to verify the authorization.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope
you understand we must adhere to the policies dictated by the vendors. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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.
Due to the response we are unable to honor her refund request, as the hotel agreed to withhold their policy:
· The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
While we regret the customer’s, experience was not as we would have hoped, 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
Tell us why here...
I booked a flight using *** Saphire points and they use Expedia as the travel agency. The last name was left out of the reservation. I have called 5 times over the past 2 months asking for the name to be rectified and each time I was told the "name correcting team" would reach out to me within 24h, which never happened. I would call again every couple of weeks only to be told the same thing. On Friday 8/23 I spent 4h30m on the phone (granted the call would be "disconnected" and I had to call back repeatedly) trying to rectify the name. One of the agents told me they would need to make a new reservation and asked me for my card information to charge me 25$ for the change. The call again was disconnected and when I called back minutes later, I was told they could not resolve my problem because my flight was no longer available. I was told over the phone that the "name correcting team" could not reach me because my number was incorrect. This is a lie. I have called and even emailed every single time I had a missed call from Expedia. Only to be told they were still working on it and to expect a call within 24h.
September 5, 2019
Revdex.com
Revdex.com Northwest
Complaint Department
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. We are disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
We are responding to the consumer complaint from ***, Revdex.com case number *** regarding a Name Change request that has not been completed as of yet.
Upon additional review it was verified that Ms. booked the reservation in question, itinerary ***, with *** Ultimate Rewards and not via Expedia.com. We have worked with our *** team to provide the following details on this issue. Records have verified that Ms. booked this reservation via the Mobile App. At the time of booking the traveler’s name entered into our system for the flight reservation was ***. We understand the traveler’s name should be ***.
Unfortunately, the flights in this itinerary have been affected by an Airline Schedule Change, which is required to be worked and re-accommodated before we can move forward with any Name Changes as requested. Review of Ms. account shows that our team reached out to her on many occasions beginning July 16, 2019 in regards to this schedule change. While we have received a few calls from Ms., she has not agreed to any new flights to allow us to make the change needed.
Our attempts to contact her were at the email address on file for this booking, ***@hotmail.com, along with the phone number on file of ***. We have been in contact with *** who has also confirmed that the schedule change needs to corrected first before we can move forward with any Name Change needs. As previously advised to Ms., any penalties or fare difference involved in making the Name Change will be her responsibility, as this was booked by the card holder, online. Also as a reminder, Name Changes cannot be guaranteed and will be based on the rules/availability of the airline.
Based on the above, we ask that Ms. contact *** at her earliest convenience to be transferred to the proper team who can work with her on accommodating the schedule change first. Once that is worked, the team will continue on the Name Change request process as set forth by ***.
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,
Christina S
Ultimate Rewards Supervisor Desk
"Upon additional review it was verified that Ms. booked the reservation in question, itinerary ***, with *** and not via Expedia.com. We have worked with our *** team to provide the following details on this issue. Records have verified that Ms. booked this reservation via the Mobile App. At the time of booking the traveler’s name entered into our system for the flight reservation was ***. We understand the traveler’s name should be ***."
I booked the flight using my *** card points. *** customer service directed me to Expedia since they handle the reservations. The last name was entered on the reservation even though Expedia says it wasn't. *** informed me the name is correct in their system however, Expedia's booking info on their own system is incorrect, and so is ***'.
"Unfortunately, the flights in this itinerary have been affected by an Airline Schedule Change, which is required to be worked and re-accommodated before we can move forward with any Name Changes as requested. Review of Ms. account shows that our team reached out to her on many occasions beginning July 16, 2019 in regards to this schedule change. While we have received a few calls from Ms., she has not agreed to any new flights to allow us to make the change needed. "
I've called Expedia 5 times to confirm the flight change. I even emailed them back. Despite my multiple calls and confirmation that the flight was in fact confirmed, Expedia kept calling and emailing me with "final notices". Every time I called I expressed my frustration, confirmed the flight, just to get a new call or email the following week. I have all my call logs on my cellphone to prove all the times I called their call center. They have also emailed me multiple itineraries confirming the new flight. I have attached the last 2 emails sent to me with this confirmation.
"Our attempts to contact her were at the email address on file for this booking, ***, along with the phone number on file of ***. We have been in contact with *** who has also confirmed that the schedule change needs to corrected first before we can move forward with any Name Change needs. As previously advised to Ms., any penalties or fare difference involved in making the Name Change will be her responsibility, as this was booked by the card holder, online. Also as a reminder, Name Changes cannot be guaranteed and will be based on the rules/availability of the airline."
My last call with Expedia lasted 4h30m. The agent took my debit card information to pay the 25$ fee to correct the name. Again, the flight was confirmed multiple times. I have attached the last 3 emails sent to me with this confirmation. I have also attached one of the emails where I informed them I had already confirmed the flight 3 times. Every time I would call, the agents would say the flight was confirmed. "Based on the above, we ask that Ms. contact *** at her earliest convenience to be transferred to the proper team who can work with her on accommodating the schedule change first. Once that is worked, the team will continue on the Name Change request process as set forth by American Airlines."
I have called *** multiple times and they have always transferred me directly to Expedia's customer service. On 9/6/2019 I received a call from *** from ***, following up on my complaint posted here on Revdex.com. She then called Expedia's customer service to help connect me with someone that would fix the issue. She called back a few hours later saying that she would personally follow up with them and she would not let me speak to Expedia again because she understood my frustration. She has not called me back since and the complaint is still open. Even *** can not resolve an issue with Expedia, it's that bad. Bus somehow, Expedia is trying to make this my fault.
As proven by the emails I received, I have called *** at least 5 times to confirm a flight and to try and correct a name that is missing on their side. The flight has been confirmed, multiple times. If necessary, I can share screenshots of my call history as well.
Thank you!
September 25, 2019
Revdex.com
Revdex.com Northwest
Complaint Department
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. We are disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
We are responding to the consumer complaint from ***, Revdex.com case number ***.
We wanted to thank Ms. for providing the additional information in her response. As the reservation was booked with ***, all matters of this concern will need to be handled directly with their team.
Please know that we have forwarded the information provided by Ms. to the Ultimate Rewards team who will be in contact with Ms. directly. This will be the best course of action to ensure the proper team with access to this reservation can assist her with any outlying concerns.
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,
Michelle L
Ultimate Rewards Supervisor Desk