I booked a family vacation (August 3-10) to an all-inclusive resort in the Dominican Republic (***) to celebrate my mother's 75th birthday. We booked this trip (by phone) in April for 3 rooms; the confirmation email clearly stated that 2 of the "roulette" rooms were to include 1 adult and 1 child. The instructions stated to contact the hotel one week prior to arrival to find out which rooms we would be in. Upon doing so, I was informed by the hotel that children were not permitted in the Roulette rooms, and I spent the better part of the next 5 days trying to rectify the problem with Expedia. I was met with a stunning lack of knowledge and problem solving ability by the customer service personnel who said they could not reach the hotel. One such manager "Mel" told me she was assigning the case to her team and I would hear back from her within 48 hours, which never happened! Not only that, but the subsequent Expedia personnel told me they could find no record/notes regarding my calls. I finally asked to speak with corporate customer service and thankfully was given terrific service by Jaime R and in particular by Blair T, both of Expedia Corporate Customer Service. My E case is ***. Blair worked diligently for 4 days to rectify the situation and it was the day before my travel that her supervisor confirmed that we did have rooms. When we arrived to the hotel in Punta Cana, we still had to deal with the front desk saying we did not have rooms-it tooks until 6pm (we arrived to the hotel at 2:30 p.m) until we finally got rooms. My primary complaint is with the initial salesman on the phone from Expedia who obviously did not know what he was doing and to the fact that it takes hours of being on the phone to resolve anything. I was told I could just call in and give my E case number and your service centers would patch the call through to corporate. That is far from reality, and I will be no longer use Expedia!
Expedia.com Response
• Aug 22, 2019
August 22, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on March 31, 2019, ***, or a person authorized for the Expedia account, booked a package for six people, including flights with ***, traveling from Newark, NJ, USA to Punta Cana, Dominican Republic, departing on August 3, 2019 and returning on August 10, 2019, and three rooms for seven nights with the ***.
No changes were made to the reservations and the rooms booked allowed children.
The reservation had a promotion sponsored by the resort. The content provided by the resort stated they were offering a voucher or coupon book with up to $600 in resort discounts to be used during they stay. The customer may contact the hotel directly regarding any billing questions for any purchases made directly at the resort.
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 had a family member pass away and needed to book a hotel to stay at that night. I booked a hotel, fiancé found reviews showing bed bugs and roaches, so within an hour of booking, I call to cancel the reservation and book a different hotel. Expedia got the new hotel booked and I had to speak with several agents, including a supervisor to get them to cancel. I made it very clear that I would not be staying there and if they wouldn’t cancel, I would be disputing the charges. They agreed to cancel and refund the charges. Now I check my statement and they are still there. When I call Expedia to find out why, they claim “we were never able to confirm that you wanted to cancel your stay”... I could not have been more clear when I said “My family will not be staying there, we won’t be checking in, to cancel the stay and refund it, if it isn’t I would be disputing it with ***”.
Expedia.com Response
• Aug 21, 2019
August 21, 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 July 10, 2019, ***, or a person authorized for the Expedia account, booked four nights with the ***, checking in on July 10, 2019.
The terms and conditions were provided and accepted at the time of booking and advised that if the reservation was not canceled prior to the start of travel, the penalty was 100% of the cost of the reservation.
The customer contacted Expedia regarding the reservation after check in time. The reservation could not be refunded. As the terms and conditions were provided at the time of booking compensation is not available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
Expedia.com Response
• Aug 25, 2019
August 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments and documentation from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
Our records indicate on July 10, 2019, ***, or a person authorized for the Expedia account, booked four nights with the ***, checking in on July 10, 2019.
While we understand that our customer is requesting a refund, we are unable to provide a refund as the customer did not request cancelation prior to the start of travel for the reservation.
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 H
Corporate Correspondence Team
Customer Response
• Aug 26, 2019
Complaint: ***
I am rejecting this response because:
Expedia is simply repeating their last response to Revdex.com. They are not attempting to resolve the issue and when the agent listened to the call, they even confirmed that I requested a cancellation and refund of the hotel right after it was booked, before we left the house to go to California. Expedia: Stop lying. Disclose the full truth. You know I clearly demanded the hotel be cancelled and refunded and the agent agreed to it, yet you’re failing to follow through with the refund because you never finished cancelling with the hotel. It is not my fault you failed to cancel with the hotel. I did everything I could to inform you of the cancellation. Why don’t you provide the recorded conversation that your agent listened to? You already confirmed to me that I requested it be cancelled after listening to the call.
On September 18th, 2018 I reserved trough Expedia a trip to Spain under the reservation code: ***. Everything was fine until April 20th, when I received a communication that my trip suffered an operation change due a change in a flight. I called Expedia and the agent was able to re-book me trough a new flight. I received confirmation for those changes + electronic air ticket. On July 20 (2 days before my flight), Expedia sent an reminder email for my trip. NO ISSUES! and I also decided to call them bac to check baggage allowance. NO ISSUES!. On the day trip, I presented on the *** and *** counter and they told me that my reservation had issue. That Expedia cancelled on April 20th, but I never got communicated, actually, all the emails that I received from Expedia pointed that my trip was ok. I called them, spent 5 hours over the pohone with them, the acknowledged that made a mistake on April 20th and that they will re-book immediately on a flight. The aget "Pedro" told me that he contacted Expedia corporate and "Tammy" will be able to make the new arrangement (note that I was in the airport waiting). After 5 hours wait, "Pedro" told me that he will pass the call to "Tammy" for my new flight AND suddenly the call went off and hanged out. I called back and a new Agent answered, I had to explain everything again, after 1 hour, the call went off again and my options to fly were reducing. I decided to pay my own money and get into the plane ($8K for the family of 5 --> 3 adults + 2 crying kids that were stressed on how Expedia was handling the situation). A couple of days later in Spain I decided to CHAT with Expedia (I saved the chats images... as an evidences for my case) and the agent told me to submit all the bills for the new flight that I paid for reimbursement. Then I called back, and the agent told me that they only will reimburse me the initial fee that I paid in 2018 ($2431.95). Expedia made a mistake and they have to pay me back!
Expedia.com Response
• Aug 20, 2019
August 20, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. We understand Mr. is requesting a full refund of $8,142.00, as he incurred an airline-initiated schedule change and his new tickets were not issued.Our records indicate that on September 18, 2018, Mr., or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel departing on *** (Validating Carrier) and *** (Operating Carrier) from New York, NY, USA to Bilbao, Spain, on July 22, 2019 and returning on August 9, 2019.The total cost of the reservation $2,430.55 with a total of five passengers.
Upon review, on April 20, 2018, Mr. contacted Expedia stating the airline could not open his tickets for his departure flight. Expedia reached out to *** and confirmed the new tickets were not issued. We verified there was a discrepancy in reissuing Mr.’s new tickets which caused them not to be reissued in time. Due to the departure time we advised Mr. to purchase new tickets directly at the airport and we processed a refund for the amount he was originally charged totaled $2,430.55.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we will honor his refund request. However, we have to adhere to his original agreement with Expedia for the amount of $2,430.55. The refund will be totaled $5,712.55. The Expedia refund takes between seven to ten business days to process back to Mr.’s financial institution. The refund was processed on August 20, 2019; we ask that the he allow processing time before contacting Expedia for a follow up.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Customer Response
• Aug 22, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is some satisfactory to me.
But I have to express my disappointment with Expedia and their T1, T2, T3 and Corporate customer service. They are a bunch of inepts! Also, the total time that I wasted calling Expedia was about 7 to 8 hours hours. It thus caused damages not only to my ears, my brain but also to my heart and mind, in a few words it generated me a anxiety disorder. I lost my nerves because of this; Expedia pushed me to the limits, I saw how my 2 kids cried at the airport thibking that their vacations was ruined, This was a huge damage to myself and also made my family worried a lot. I also spent about $200 dollars to fuel the car with gas to go to Bilbao and come back, not counting the time that I spent driving + the money spent to call Expedia from Spain. Expedia did not give any compensation to these problems caused by its poor service So although I would agree Expedia's resolution (as long as I received the refund), I would urge Revdex.com to revise Expedia qualification from A+ to C-
I will ensure that my family of friends never use Expedia again. I will tell my story to anybody that have the intention to book something trough Expedia.
Due to tornados in the Richmond area in September 2018 I had to cancel my roundtrip flight (*** and *** were used for each leg of the trip) to Atlanta for a *** business conference. There were special travel advisories and both *** and *** gave booked passengers a special inclement weather refund for flights departing from the Richmond Virginia airport. I was told on Sept 11 2018 by an Expedia agent that I would be issued a credit without any additional fees or penalties for my *** and *** airline tickets. I received email confirmations stating this. I spent 42 minutes on the phone with the agent to verify that I would receive a credit and I was assured that I could cancel my flight without penalty. In Dec 2018 I called to use my credit and I was told that they would not recognize the credit and I could not use it to rebook my flight. They told me that the their agent made a mistake. I spoke to several people including a manager and sent several emails showing the credit confirmations trying to get my full credit applied to my account but I have not received any response from their customer service center. I have several emails to back my claim.
Expedia.com Response
• Aug 19, 2019
August 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a full refund of $415.49, as she was advised by an Expedia agent that has a travel credit from *** and *** to use valid for one year of the ticketing issue date. However, when she called back she was advised that she booked a Basic Economy flight and never heard a response to follow up with her request.Our records indicate that on September 3, 2018, Ms., or an authorized user of her Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** with a Combined One-Way flight. Travel departing on *** Airlines from Richmond, VA, to Atlanta, GA, on September 12, 2018 and returning on *** Airlines September 14, 2018.The total cost of the reservation $415.49.Upon review, we show that on September 11, 2018 Ms. contacted Expedia requesting to cancel her flights due to Hurricane Florence. We reached out to *** and *** Airlines and requested a full refund however, the airlines confirmed that the only option is to cancel under the normal ticket policy and Ms. can have a future travel credit valid from one year from the original purchase date September 3, 2019. We show there was a discrepancy regarding what she was advised by our Expedia agent and what was stated under ***’s travel website policy for Hurricane Florence. While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are able to honor her request for a full refund. The Expedia refund typically takes between seven to ten business days to process. The refund has been sent for processing on August 19, 2019; please allow processing time before the refund goes back to her financial institution.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Customer Response
• Aug 26, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a hotel room on Expedia Travel to stay at *** in Oceans Shores WA for Aug 9 and Aug 10 for 2 adults. I received the confirmation from both Expedia and *** by phone to confirm my stay. On Aug 8 2019 I receined a phone call from Expedia shortly after geeing From work and doing last minute shopping for my trip to learn my room was not available on day it was confirmed and that a accomdatiion was found but I needed to check my email. I did check my email and the motel not hotel was in Hoquiam WA very far from my request and Alot of stress this situation caused me. I had already took time off from work and this was totally unacceptable.
Expedia.com Response
• Aug 21, 2019
August 21, 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 *** advising that she will not use online booking; too many problems.
Our records indicate on August 3, 2019, Ms. or an authorized user of the Expedia account booked a two night hotel reservation at ***, checking in on August 9, 2019 and checking out on August 11, 2019; along with the Hotel Booking protection via ***. A confirmation email was emailed to the email address on file on August 3, 2019; it was not opened.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 5, 2019, Ms. called in because she thought the room included a TV and that phone calls were included. Our representative advised Ms. that those amenities were not honored by the property. Our representative called the hotel to requested cancellation but there was no answer. The representative advised Ms. that we would contact them back and call her back and advise. The next Expedia representative contacted the hotel to see if they would authorize a waiver for cancelling the reservation and they authorized the waiver. The reservation was cancelled and the refund was issued back to the card that was originally charged. A cancellation email was emailed to the email address on file on August 5, 2019; it was opened and reviewed once on August 6, 2019.
After further on August 21, 2019, Expedia was able to reviewed the reservation, which shows it was cancelled and refunded in full on August 5, 2019 in the amount of $254.44 to the *** card that was originally charged.Expedia serves as a third-party intermediary we do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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
• Aug 21, 2019
Thank you for reviewing my complaint. I learned not to use online booking too many problems.
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.
This is a follow-up to a previously filed complain (Complain ID).
After filing the above complain with Revdex.com, I received another email from Expedia. The email states that "We already contacted *** which is your operating carrier and we were advised that there were no issue on your ticket. There was no involuntary schedule changes. Everything is confirmed and good to go. We also tried to look your case history, we are unable to see any documentations that you called us on July 30, 2019. Due to this, we are unable to process your refund request."
In response, I emailed Expedia my *** phone records showing that I made 3 phone calls to Expedia customer support on July 30. This is clear proof that the Expedia is lying.
I also emailed Expedia a parking ticket and a *** ticket confirmation. In the email, I established that we arrived at *** airport, made the calls to Expedia customer support, and purchased the *** tickets BEFORE the scheduled departure time of our *** flight.
If Expedia has not created a ticket error that prevented *** from checking us in at *** and if the representatives I called on had not refused to offer any help when I called repeatedly, can Expedia explain to me why would I purchase the 3 *** tickets while our *** flight was still on the ground?
Expedia.com Response
• Aug 21, 2019
August 21, 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 $714.90.
Our records indicate on May 25, 2019, Mr. or an authorized user of the Expedia account purchased three round trip flights departing on July 30, 2019 from Raleigh, NC, USA to Reykjavik, Iceland and returning on August 8, 2019 from Reykjavik, Iceland, to Raleigh, NC, USA; along with the Flight Protection Plan via ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 8, 2019, Mr. called in stating that Expedia never attached the tickets to the *** reservation and advised that *** would not let him check-in. Mr. bought three other tickets for a flight on July 30, 2019, since he could not use the tickets that Expedia ticketed. From August 8, 2019 through August 18, 2019, there were numerous emails from Mr. regarding *** not allowing him to check in for his outbound flight. Mr. also requesting that Expedia refund him for the three tickets he purchased since he needed to make an international connection. Expedia responded to the emails advising we communicated with *** and cannot validate his claim. We also responded that we would not be able to honor his request for a refund since *** could not validate the claim. On August 10, 2019, Mr. called in stating his departure flight on July 30, 2019, flight 7818 was with *** and as per his itinerary he was supposed to check-in with ***. He was denied check-in by ***, they informed him that his ticket was not attached to the reservation. Mr. called Expedia and was advised to call back four hours later as we were having a system outage. Mr. stated he was in a situation where he could not miss his second flight, so he ended up buying three tickets through *** and paid $238.30 per ticket. Mr. is looking to receive a refund since it was not his mistake. Our representative reviewed the reservation and as per the itinerary he had to check in with ***. Our representative called *** to check why his boarding had been denied, but there was a wait time of more than 90 minutes. The case was assigned for a follow up with *** and Mr. was advised he would be contacted after 72 hours.
After further investigation on August 19, 2019, we reviewed the reservation and contacted ***. *** advised that they did not have any documentation of their interaction with Mr. at the airport counter. I was able to listen to the calls and our first representative advised that we were having technical difficulties and suggested Mr. to call back in four hours. Mr. asked for a supervisor and the representative advised of the technical difficulties and again suggested for him to call back in four hours. On the next call the representative advised that we needed to investigate the issue and Mr. eventually gave him two minutes to resolve the issue, advised he would buy tickets from ***-*** and call back and get a refund and compensation and disconnected the call. Based on the communication with *** and the calls Expedia was able to review. Expedia has issued a refund for $714.90 as compensation. The refund will appear on the *** card ending *** in three to seven business days. A refund receipt has been emailed to the email address on file.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
I booked a *** reservation for my son who is in the *** and based in Katherine NT, he had a wedding to attend in *** NSW. He organised a flight with Qantas on the weekend of 9-11th of August but only got as far as Brisbane and due to weather conditions was unable to get a flight into Sydney. It was not our intention to not use the booking and was completly out of our control. I have spoken to both Expedia and the hotel and both say the other refuses to refund.
Expedia.com Response
• Aug 16, 2019
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer reserved a room at the *** on behalf of her son traveling to ***, NSW to attend a wedding. Due to unforeseen weather conditions, the customer’s son was unable to secure a flight into Sydney, and subsequently, was not able to utilize the room reservation as planned.The customer is asking to be refunded 133.00 AUD for the unsued reservation. Findings:According to our records, we were first contacted for help with this reservation by email on August 9, 2019. At that time, the booking was inside the cancellation policy and not eligible for a refund as per the booking terms:Cancellation and change policyCancellations or changes made after 12:30 PM local hotel time, Thursday, August 8, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.As the booking was inside the cancellation policy, we contacted the hotel to advocate on the guest's behalf and ask if the property would be willing to waive the penalty given the circumstances. During our initial contact with the ***, the property declined our request and imposed the cancellation policy. Since the hotel imposed the penalty, we advised the guest we were unable to process a refund. However, the hotel followed up with us later regarding this booking and reversed their decision. As the hotel approved the waiver, a full refund was issued on August 13, 2019, in the amount of 133.00 AUD. Resolution:The booking has been fully refunded as requested by the customer, and we consider this matter resolved. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Mathew L.Customer Relations Specialist
Customer Response
• Aug 17, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
We booked our itinerary #*** through Expedia on ***. We took the first leg of our flight *** Flight *** on August 2nd from Catania, Italy to Rome. We had a layover and then were ready to board our connection *** Flight *** on August 3rd but were told 30 minutes before departure that the flight was cancelled with no further explanation. We were told to go to the *** Customer Service Desk to inquire about a refund for 2 tickets from this cancelled flight. Since we paid through Expedia.com we were directed to Expedia.com. After sending emails and making several calls, Expedia.com is refusing to offer a credit or refund for the 2 tickets from the cancelled flight listed above. They are staying we need to deal with the airline but the airline keeps referring us to Expedia.com. Expedia.com was where the payment for $260.00 was made as per my credit card receipt. Please see information below:
CORRESPONDENCE FROM EXPEDIA/RECEIPT:
Your flight change is confirmed. No need to call to reconfirm. You'll find all the flight information you need below.
Updated flight itinerary: Catania
Travel dates
Aug 2, 2019 - Aug 3, 2019
Itinerary #
***
Total flight change cost
$260.60
Airline confirmation
*** (***)
Flight overview
Updated
Departure Fri, Aug 2
***
Catania (CTA)
5:10PM
flight to
Rome (FCO)
6:35PM
1h 25m duration
*** operated by *** - THIS WAS THE FLIGHT THAT WAS CANCELLED
Rome (FCO)
6:00PM
flight to
Naples (NAP)
6:50PM
0h 50m duration
Confirm or change your seats with the airline.
Traveler(s)
***
Price summary
New fare for traveler 1: Adult $145.90
Flight $106.00
Taxes & Fees $39.90
New fare for traveler 2: Adult $145.90
Flight $106.00
Taxes & Fees $39.90
Original fare applied -$165.20
Fare difference $126.60
Airline change fee $134.00
Total paid today: $260.60
All prices are quoted in USD.
Expedia.com Response
• Aug 20, 2019
August 20, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight refund request.
On January 6, 2019, Mr. self-booked an airline reservation on our site for two travelers. We understand from Mr. complaint, his last leg of the trip was canceled by the airline. Mr. mentioned he was told to contact Expedia since he paid through our site. Mr. is requesting a refund of $260.00 total.
Upon researching the customer’s complaint, we can confirm that on August 10, 2019, Mr. contacted Expedia by phone. I have listened to the call recordings regarding this case. Mr. mentioned he had been on the phone attempting to resolve the issue for many hours. The previous Expedia agents who had spoken with the airline confirmed that Mr. did not accept the airlines reprotection which was to travel by bus to the final destination. Mr. and the companion instead rented a car and drove themselves to the destination. Because of this the airline did not provide a refund to Mr.. The Expedia agent offered Mr. a $200.00 Expedia hotel coupon as a courtesy which he could use for his next hotel reservation. Mr. accepted the coupon as compensation.
Since Mr. was provided with a $200.00 Expedia hotel coupon and the original issue was caused by the airline, Expedia may not provide a refund for any amount. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. As the issue was verified, Expedia will not refund any amount.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
Customer Response
• Aug 20, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
When I purchase the ticket the ticket price is $1268.52 I have the receipt . However when I tried to return the ticket Expedia Said the ticket is $1011, and they changed the price receipt on their website. And when I call their customer service . The agent(id ***) told me Their system never made mistake their system showed the correct info and they just sent the wrong receipt.
Expedia.com Response
• Aug 16, 2019
August 16, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline ticket price. On May 22, 2019, Mr. self-booked two round-trip tickets from Las Vegas, NV to Harbin, China. One ticket was for an adult and the other for a child. The total amount paid for the tickets was $2279.56. While the complaint we have received is not very clear, we could understand that Mr. is looking for a refund of a ticket which he mentions he paid $1268.52. Mr. is requesting a refund of $257.48. Upon researching the customer’s complaint, we can confirm that Mr. contacted Expedia on August 9, 2019, and was transferred with a supervisor. Mr. told the supervisor that he paid $1200 for the child, and $1011 for the adult. The supervisor advised Mr. that he had incorrect information and that he could check the receipt on the airlines website. The call then dropped or Mr. hung up and the supervisor called him back. Mr *** said he had no further questions regarding the ticket. We do regret any inconvenience Mr. encountered in resolving this matter. Since Mr. agreed to the Terms of Use shown below, Expedia will not provide any refund. LIABILITY DISCLAIMER The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800-397-3342. Sincerely, Daniel A Customer Correspondence Team
Expedia.com Response
• Aug 26, 2019
August 26, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia.com Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***) regarding a refund request of an airline ticket. We have once again reviewed Mr.’s complaint regarding a refund request. Mr. is requesting a refund from Expedia for $257.48 for a child ticket. We have been in contact with the airline which confirms the price paid for the child ticket was the lower amount of $1011.04. The fact that the customer was shown a different price on the itinerary does not mean Expedia must refund him the difference between the two ticket amounts. Mr. must understand he still agreed to pay the total amount of the two tickets which was correct. As previously, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide credit or refund that is not authorized. The Terms of Use that Mr. accepted are provided below. LIABILITY DISCLAIMER 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, Daniel A Customer Correspondence Team
Customer Response
• Aug 29, 2019
Complaint: ***
I am rejecting this response because:
Thank you for forwarding the Expedia's reply. Once again. I am here to refund the unused amount of $257.48 for child ticket.I have not found any reason why Expedia refuses to refund the money I paid to Expedia by using The Terms of Use that I accepted. I attached receipts which send and download from Expedia.Expedia is responsible and has direct control of advertising the price ticket, Showing the correct ticket price, receiving the payment, and sending the receipt. That receipt which Expedia liable shows the child ticket I paid to Expedia for *** (Child) $1,268.52. As it Confirmed by Expedia, Airline only received $1,011.04 from Expedia. When we tried to refund the return ticket, the unused amount of $257.48 was denied by the airline. If there is any negligence happens in this process. Expedia is the party who is responsible for this negligence, and Expedia should take responsibility for it. Therefore I am here respectively to ask help from Revdex.com, and I want Expedia to return the unused amount of $257.48. which Expedia is responsible and has direct control
I was booking a trip through expedia and I attempted to book my trip, in which on the final confirmation where it should have confirmed my trip, I got the error saying my flight was sold out and I would not be charged. I attempted to book the same trip 2 more times, since I can see that the flight was still available. I got the same error those 2 times.
I realized that your system tries to cheat loyal customers like I have been, by pulling this stunt, or saying prices went up on the last screen before booking. So I ended up attempting to book THE SAME TRIP for the 4th time, with the same "sold out flight" that still showed as available, under a different email, and sure enough, I was able to book it.
When I checked my account I noticed I was billed for the first 3 attempts! I called Expedia and was told this is a temporary hold, and should reverse back in a few days. How do you call that customer service, when now Im out $1500+ and 3 overdrafts!
HORRIBLE CUSTOMER SERVICE! I want to make sure my overdrafts are covered! Expedia clearly said on the screen I would not be charged since the flights were sold out, and sure enough I was charged for all 3 attempts! I do not even have anything to reference these charges by since it never booked
Expedia.com Response
• Aug 19, 2019
August 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding three charges that should be reversed since nothing was booked until she was able to book on the fourth attempt under a different email address.
The charges posted on Ms.’ bank account for the failed transactions were only authorizations that will be released within a few days from the time of booking. Failed transactions on bookings are caused by pricing updates on the system as Expedia utilizes a live inventory directly from the airlines.Upon further research, we have verified and confirmed that all the attempted flight bookings under the Ms.’ account are non-existent and the authorized funds should have been released back to her account. Please accept our apologies for any inconvenience that was been caused. 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 contacted Expedia one day concerning a reservation I wanted to make with a hotel. I was attempting to book a hotel room for $135/night. Numerous error messages appeared (of which I have all of the screenshots). I attempted to contact Expedia regarding the issue that evening. The "Contact Us" form did not work and I needed to contact them directly. Upon contacting them, they did not respond. In less than one day, the rate was nearly double. However, I was attempting to secure this at the listed rate, with proof that I have the rate and was attempting to book for these dates. When reaching out to Expedia, the customer service e-mails were general, vague, and did not address the issue. Instead, they were explaining the Expedia process and not once addressed the fact that multiple facets of the website were broken and their inadequacy lead to this. The fact that I was unable to book the hotel room when it was at its cheapest price and did not receive a response until later makes it seem as though Expedia is predatory, utilizing broken service and websites to delay the reservation of a hotel room. This has happened in previous encounters with Expedia and feel that the treatment of consumers is unethical. Customer service does not address the individual personally nor the concerns presented.
Expedia.com Response
• Aug 19, 2019
August 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding an attempt to reserve a room with ***.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. We utilize a live inventory system that is updated regularly as purchases are made. As updates occur, every so often causes booking transactions to fail. The prices are dynamic in nature, we do not have a way to control or fix a certain amount as these fluctuations in price are controlled directly our providers.
Furthermore, we have verified and confirmed that all the attempted bookings under the Ms. account were not completed and any authorized funds should have been released back to her account.
Please accept our apologies for any inconvenience that was been caused. 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
• Aug 20, 2019
Complaint: ***
I am rejecting this response because:
I understand that Expedia is a third party business. However, the service I received from Expedia from their customer service was not prompt, did not address my concern, and Expedia takes no responsibility for their failing website. Even the response through the Revdex.com was too late in order to reserve the hotel room I needed.
On May 20th I requested a refund for three fights to England because we needed to flight earlier because my father in law passed away and we have to go to his funeral in England. I submitted the death certificate to Expedia and they were to email it to the airline. They sent it to the wrong email address after back and forth on email and 10 hours of calls I got confirmation that the refund was approved on June 2th. The confirmation stated that the three fights would be refunded in full and to wait 8 weeks for the refund.
8 weeks passed and I never received the refund. I emailed Expedia after 9 weeks and asked when I’d get my refund, they emailed asking me to call my bank. I asked for the date in which the refund was deposited they couldn’t give me one. I called up was transferred three times. No one knew where my refund was. I emailed again they asked to wait 24 hours then call back again.
I emailed for a update, they informed me today Aug 9 th that only one ticket had been refunded. And that they have send in another request to the airline to get the authorization on the other two tickets. Which on June 2nd they informed me they already had that. At this point, I’m wondering when or if I will get a refund.
email from Expedia on June 2nd
Thank you for contacting Expedia regarding your flight itinerary ***.
We would like to inform you that the flight reservation has been canceled successfully.
You would be refunded for the amount of 1824.59USD.
This refund will reflect within 8 weeks depending on how long the airline and your bank takes to process it.
Expedia.com Response
• Aug 19, 2019
August 19, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on February 2, 2019, ***, or a person authorized for the Expedia account, booked flights for three passengers with ***, traveling from New York, NY, USA to Manchester, England, UK, departing on June 22, 2019 and returning on June 30, 2019. The flights and airfare selected were nonrefundable with no changes allowed.
Our customer contacted Expedia requesting a change or refund of the flight due to extenuating circumstances. Only the airline may provide a waiver to change or cancel the flights. We contacted the airline to advocate for our customer and they allowed documentation of the extenuating circumstance to be provided to them for consideration.
We understand from the complaint that *** has documentation showing that a refund was promised. We ask that any documentation available be provided for consideration.
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 H
Corporate Correspondence Team
Expedia.com Response
• Aug 19, 2019
August 19, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on February 2, 2019, ***, or a person authorized for the Expedia account, booked flights for three passengers with ***, traveling from New York, NY, USA to Manchester, England, UK, departing on June 22, 2019 and returning on June 30, 2019. The flights and airfare selected were nonrefundable with no changes allowed.
Our customer contacted Expedia requesting a change or refund of the flight due to extenuating circumstances. Only the airline may provide a waiver to change or cancel the flights. We contacted the airline to advocate for our customer and they allowed documentation of the extenuating circumstance to be provided to them for consideration.
We understand from the complaint that *** has documentation showing that a refund was promised. We ask that any documentation available be provided for consideration.
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 H
Corporate Correspondence Team
Customer Response
• Aug 27, 2019
Complaint: ***
I am rejecting this response because: On June 2nd I was emailed by Expedia saying I'd get the refund in 8 weeks. Now its nearly 12 weeks and still no refund. What date will I get the refund?
Sincerely
Expedia.com Response
• Aug 28, 2019
August 28, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
The refund was processed on August 22, 2019. The refund time frame varies based on the processing time of the airline and 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.
At around 1:30-1:45 am I booked a hotel reservation through this third party. Prior to I spoke to an agent at the *** to assure that my son (who was traveling to Salt Lake City but was laid over because his initial flight was delayed from NYC) would be able to check in at the hour. I spoke to the agent at the *** hotel and she confirmed that there were rooms available and that she would accommodate my son at that hour, even though his check in was for 3PM, so I went ahead and booked the room. Upon his arrival he was turned away because as he was told there were no rooms available. This within minutes of the call. Airport is 5 mins away by car. He took an ***. I immediately contacted Expedia in regard so that they can cancel the reservation, cause he would have to seek shelter elsewhere. They told me they would have to speak to the manager during available hours to request a refund. Later, I spoke to two Expedia agents: Elaine and Daniel who both put me on hold and claimed to have spoken to the manager of the hotel and both requests were denied. I couldn't believe that. I called the hotel myself and spoke to the manager: Indica who explained that no one from Expedia contacted her and that she does not have the means nor tools to cancel the reservation being that it was done through Expedia. They would be the one to honor that request because the reservation was made and paid for through them. This was very upsetting to hear, but made perfect sense. I can not believe that Expedia would treat their customers this way.
Expedia.com Response
• Aug 18, 2019
August 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on August 8, 2019, ***, or a person authorized for the Expedia account, self-booked a hotel reservation for one night with the ***, for check in August 9, 2019.
The rate and reservation booked was nonrefundable with no changes allowed. The terms and conditions were provided at the time of booking and accepted when the purchase was completed on the website.
On August 8, 2019 the customer called and requested to cancel and receive a refund of the reservation. Although the reservation was not refundable, we contacted the hotel and advocated on the customers behalf as per their request. We continued to follow up with the hotel and were advised on August 9, 2019 that a waiver was not available. As such, a refund could not be made. As the terms and conditions were provided and accepted compensation will not be available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
Customer Response
• Aug 18, 2019
Thank you for following up with this complaint. Although it was not resolved to my satisfaction of a full refund, I will not like to follow up on this complaint or take any further action.
Thanks again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased an international round trip flight ticket on Expedia on Aug 5, which comes with a risk-free 24-hour full refund policy. Within 24 hours, I decided to cancel the trip and contacted Expedia by phone since the website said that there were technical issues to cancel this trip online.
I called the number shown on the website, and it directed me to the automatic bot, which told me that they would send an email with the link to cancel. The email came hours later and when I clicked on the cancellation link, it directed me to the Expedia website, which showed a message that they were experiencing technical issues at that time.
Then I called them again and tried to reach one of the customer service specialists, by when it passed the 24 hours free cancellation time limit. The specialist told me that the cancellation would result in a $500 penalty fee as I didn't cancel it in time. I explained the situation to her and told her that it was Expedia's technical issues that caused this past due. She said she needed to consult her supervisor to see if it's possible to waive the $500 cancellation fee and then put me on hold. I was on hold for almost 2 hours and the line got disconnected. I expected an immediate callback since she confirmed my call-back number before I was put on hold. Nothing came.
I was so frustrated and called them again, by then it already passed midnight. Another operator picked the line and told me they were experiencing firm-wide technical issues and did not have access to my trip information at that time. She asked me to call back at least 1 hour later.
I couldn't wait for another hour since it's already 1am so decided to go to sleep first. Called them the second day and was told the trip could be canceled but the $500 penalty fee would be applied no matter what. I feel like I got robbed. It's Expedia's ongoing technical issues prevented me from canceling in time and I have to pay for their fault, which is expensive.
Expedia.com Response
• Aug 15, 2019
August 15, 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 $500.00.
Our records indicate on August 4, 2019, Ms. or an authorized user of the Expedia account purchased a round trip flight departing on August 29, 2019 from New York, NY to Zhengzhou, *** and returning on September 20, 2019 from Zhengzhou, *** to New York, NY; via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 7, 2019, Ms. called in to cancel. Our representative advised the normal cancellation policy to apply towards her cancellation. Ms. advised she tried to cancel the reservation online within 24 hours for the free cancellation but she kept getting an error; says she tried to contact Expedia however she was directed to a spam message. On August 8, 2019, Ms. called back to cancel her flight. She advised that she tried to cancel the reservation online within the 24-hour free cancellation but received an error. Our representative advised the normal cancellation policy will apply to the cancelled reservation.
After further investigation on August 15, 2019, Expedia was able to review the reservation, which was booked on August 4, 2019, confirmed and ticketed. A cancellation email was emailed to the email address on the account on August 8, 2019. Expedia was able to verify in the back-office system that Ms. reviewed her reservation on August 7, 2019 and attempted to cancel it. The reservation would not cancel with a charge since it was past the 24-hour cancellation period.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
We booked a hotel reservation on Expedia for a *** close to DIA Airport. They overbooked and Expedia booked us at a *** at a higher rate and the property was in poor condition. I asked to be booked at a comparable hotel and at the least we should not have to pay more for an inferior hotel. I am asking that we be refunded for the entire hotel charge.
Expedia.com Response
• Aug 16, 2019
August 16, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel refund request. Our records show on August 8, 2019, Ms. self-booked a hotel reservation via itinerary ***. The reservation was booked for one night, checking in the same day August 8, 2019. The total amount paid for the room was $170.26. We understand from Ms. complaint she called Expedia and was relocated to a different hotel for an additional charge of $8.34 more. The original hotel claimed they were oversold and could not accommodate the guest. Ms. is requesting a full refund of $178.60. Upon researching the customer’s complaint, we can confirm that the hotel did not accept our customer’s reservation and they never contacted Expedia or the customer to let us know that the reservation was not accepted. Ms. arrived at the hotel and was told she could not be accommodated. Ms. contacted Expedia the same day and was relocated to a different hotel and was charged $8.34 more. Since the issue was with the hotel Ms. should have been refunded the additional amout she was charged for the relocation. Since the customer fully used the new room reservation we are unable to provide a full refund. I have taken the liberty of refunding the $8.34 that the customer was charged. I have also provided the customer with a $100.00 Expedia Hotel Coupon for future use. The coupon is valid for one year and is available when the customer books online or by contacting Expedia customer support by phone. Expedia’s goal is to provide an exceptional customer experience. We apologize for any inconvenience Ms. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Expedia Customer Support
I reserved the hotel with expedia and wanted to confirm the price, so I called them , inquiring about the price, but I did not like that price and wanted to book another hotel, this agent did not cancel my previous reservation and booked me for the another hotel, so I got charged for the two hotels. I told the agent clearly I dont want to book the first hotel, he did not look in to the previous resevaion, but booked for the next one, so I am asking for the refund now , they are not ready to help me with that . I got charged for two nights which is 858c dollars , but hotel is ready to refund for the second night, but I am asking for the first night refund. please I need a help over here.
Expedia.com Response
• Aug 15, 2019
August 15, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund of $432.49.
Our records indicate on July 16, 2019, Ms. or an authorized user of the Expedia account booked a two-night hotel stay at the ***, checking in on August 2, 2019 and checking out on August 4, 2019, via ***. Ms. called back in to book another reservation and during the telephone conversation asked our representative to cancel a reservation she had created. Our representative booked the new reservation and never cancelled the requested reservation.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 6-7, 2019, Ms. called requesting a refund of the room reservation she booked. She advised she called Expedia to cancel the reservation but was charged. Our representative checked the details and there was no documentation. Our representative called the hotel and they advised they would refund 432.49CAD, the second night plus taxes and fees. Ms. insisted she cancelled the reservation with Expedia and that she will get a refund for the total amount. On August 8-9, 2019, Ms. emailed Expedia asking about the remaining refund amount for the cancelled reservation. Expedia emailed Ms. advising the reservation was refunded by the property and no further refund was authorized by the hotel.
After further investigation Expedia was able to listen to the call where Ms. ask to have a new reservation booked and to have the reservation, she booked cancelled. The reservation was booked but the requested reservation was not cancelled. A refund has been issued for the first night that the hotel charge in the amount of 410.26CAD and shall appear on the original card charged within three to seven business days.
Please accept our apologies for any inconvenience that was been caused. 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
• Aug 15, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On 7/31/19 I booked a flight with Expedia to fly from DPS to HKT with a layover in Kuala Lumper for the date of 8/1/19. *** had a flight delay which caused me to miss my connecting flight on 8/1/19. They scheduled me for a new flight but for 8/2/19 around 9am BUT I had a flight from HKT to NYC scheduled for 8/2/19 at 12:20 am which means I would not make my flight back to America. When we arrived in Kuala Lumper the staff of *** stated that if we had to purchase a new flight with a different airline due to our flight being delayed because of them that they spoils give us a full refund for the inconvenience. We ended up booking last minute tickets with ***. The airlines gave us a piece of paper stating their apologies and how to proceed with the refund. Ultimately we reached out to *** and they stayed we have to go through the travel agent we booked through which would be Expedia. It’s been a week and all we keep hearing is that they are sending emails to *** but nothing. At this point we should be refunded by Expedia as Malaysia is saying that they are the ones who needs to credit us but they keep pushing it off to Malaysia in which we did not pay Malaysia directly we paid Expdedia.
Expedia.com Response
• Aug 14, 2019
August 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a full refund of her flight reservation due to an airline-initiated schedule change in the amount of $535.22.
Our records indicate that on March 22, 2019, Ms. Owens, or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary *** with travel on ***. Departing Denpasar, Indonesia, to Kuala Lumpur, Malaysia on August 1, 2019 and from Kuala Lumpur, to Phuket, Thailand on August 1, 2019. The total cost of the reservation $535.22.
Upon review, we show that on August 2, 2019 Ms. contacted Expedia stating the flight had an airline-initiated schedule change and she was told by ***, that she would get a full refund even if they used their departure flight. We reached out to *** and requested a full refund however, the airlines confirmed that only a partial refund was authorized for her affected return flight. Since the full refund was promised by ***, Expedia has no capability to verify the customer statement due to lack of information. Therefore, Expedia can only process a partial refund that was authorized by ***.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities, transportation and airlines and is subject to the rules and restrictions of those providers. In addition, at the time of booking Ms. agreed to our Expedia’s Terms of Use, which expressly state: provide as follows:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are able to honor her request for a partial refund. The airline refunds typically take between six to eight weeks to process. The refund has been sent for processing on August 9, 2019, please allow processing time before the refund goes back to her financial institution.
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’m trying to shorten my trip I bought on Expedia by 5 days. My original flight was 9/28/19 - 10/12/19. I would like to arrive home on 8/7/19. I’m 28 years old young woman who was diagnosed with Parkinson’s and had to spend tons of money on my medication and doctors bills because I had no insurance. I simple do not have the funds to go to Go that length of time. All I see is for someone to have a heart and help me change the date of my ticket.
Expedia.com Response
• Aug 15, 2019
August 15, 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 complaint from Ms. *** Revdex.com case number *** regarding changing the date on the return flights.
Our records indicate on April 17, 2019, Mr. *** or an authorized user of the Expedia account purchased two round trip flights on *** departing September 28, 2019 from Fort Lauderdale, FL, USA to London, England, UK and returning on October 12, 2019 from London, England, UK to Fort Lauderdale, FL, USA; along with the Flight Protection plan via ***.
Upon receipt of Ms. ***’s complaint, we investigated the issues which were brought to our attention. We can confirm on May 2, 2019, Ms. called in stating she wanted to upgrade her seats or to have confirmed seats as per her choice. Our representative reviewed the reservation and advised the reservation was a basic economy ticket and could not be upgraded. Our representative verified the operating carrier was *** and checked *** website and advised she could select seats online at check in or directly at the airport. Our representative advised the seats were currently blocked and suggested that Ms. contact the airline and confirm. On August 7, 2019, Ms. called in wanting to change the booking to the eighth or ninth of October, she advised she had previously been told it could be done using the protection coverage. Our representative reviewed a previous case and noted where Ms. called in regarding a class of service change and was advised per the fare rules that the tickets are nonrefundable and nontransferable. Our representative advised Ms. and she advised that she will contact Travel Guard to start a claim. On August 8, 2019, Ms. called in and asked for the Corporate Department at the onset of the call. She wanted to change the return flight to October 7, 2019 due to medical reasons. Ms. advised that she has Parkinson's disease. Our representative offered assistance and options to rebook and cancel, following the normal policy of the airline and then she would file a claim with Travelguard. The claim would be subject to review and approval and Ms. refused. She didn’t want to cancel the flight she just wanted to change the return date and wants Expedia to cover the fee. Her call was escalated, the call was taken over by a Supervisor and the cancellation policy was reiterated Ms. was advised the best option that we can offer is to rebook the entire reservation and she declined. No changes were made to the reservation. On August 12, 2019, Ms. called in wanting to know the phone number of Travelguard. Our representative reviewed the record; verified it was nonrefundable and non-changeable with no changes being permitted. Our representative advised Ms. that Travelguard is going to need the flights to be cancelled so she can file a claim but Ms. wanted to keep the reservation active and call Travelguard first. Our representative provided the telephone number for Travelguard and no changes were made to the reservation.
After further review of the Expedia account, Expedia was able to verify on August 12, 2019 that Mr. *** or an authorized user of the Expedia account purchased two round trip flights on *** departing September 28, 2019 from Miami, FL, USA to London, England, UK and returning on October 7, 2019 from London, England, UK to Miami, FL, USA; along with the Flight Protection plan via ***. Additionally on August 15, 2019, Expedia verified the cancellation policy of ***. The tickets were in Basic Economy and are non-refundable and non-changeable. Ms. new itinerary *** with ***s returning on October 7, 2019 has a cancellation/change policy of $600 per ticket.
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. Virgin and ***s are the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on the two itineraries *** and ***. We hope you understand we must adhere to the policies dictated by the airlines.
At the time Mr. completed the booking, he agreed to the following Expedia Terms of Use;Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor your request to change the date on your return flight. 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
• Aug 15, 2019
Hello -
We were left no choice but to borrow money and purchase new tickets with a different return date. Expedia and or the 3 party insurance option is false advertising on Expedia’s website. Which is why I believe this is both Expedia and Travel insurance issues. The reason we initially purchased the insurance for the tickets is because of my medical issues. It specifically said incase of medical, or death issue we are able to change dates of the tickets or cancel all together. So when we did further research and called the insurance company they said it’s not there issues it’s Expedia and Expedia said it’s also not there issue. So we are sitting here with both companies telling us it’s none of there problems.
This is is false advertising. You state on your website that if we purchased the insurance we can change the dates and we can’t. I spoke with the insurance company once more and they said I’m truly sorry but we only can refund the entire amount which could take up to 3 months and not change the actual date of the current trip as we needed.
Both Expedia and the 3rd party agency should be responsible for my entire refund. You guys lied and gave us no choice but to purchase a different ticket. I will not stop this compliant unless I get a refund.
This is first case I’m writing a review whole my life. Expedia was inept to solve my problem and I feel like I’ve been swindled. Their customer service team was not helpful at all and I felt as if they were trying to cheat me out of my money and time. I only chose Expedia because I thought it was a reputable company. Turns out I was very wrong about their character because they do not seem to value their customers’ experience. I did receive a $500 credit end of this headache but I will not use Expedia ever again and the $500 credit wasn’t not worth the hassle!
Allow me to explain what happened when I booked a reservation with Expedia,
I arrived at the hotel that I booked and the reception desk told me that Expedia made reservations without permission! I was floored by hearing this news and there were no rooms available. Thinking I was not going to have a hotel room to sleep in for the night I panicked. So, I reached out to Expedia and they said that they would relocate me to a different hotel. I asked “can you check me another reservation too? Because I have another two other reservation after this one. He said ok and he said everything is clear. But after 4 hour I asked him one more time he said he did not check. So, he checked another reservation after three hour.
Anyway, After 30 minutes of waiting they managed to find me another hotel. I thought, great, at least I have a place to rest my head after a long day of travel which was my biggest concern at the time, until I got to the next hotel. The one they found me was very cheap and seedy.
The original hotel booked through Expedia was $199 per night. This one was $98 and if I pulled off to the side of the road I could have booked it myself. The Expedia booking agent said that a breakfast buffet would be included but it was simply donut and coffee. I was mostly upset about the fact that I wasn’t able to stay at my originally booked hotel and I was pushed to a motel like property. I felt like I was taken advantage of from this experience. Expedia was going to charge me $160 for this new hotel stay that they found me and it was only $98 per night. When I told Expedia that the hotel price was $98. They went to find another property.
I was only in this predicament because of Expedia and they’re still going to charge me a “booking fee!” So I got back on the phone with customer service and when I explained to them the state of the new hotel they said they would look for more options and then hung up. I called with another phone to see if they could fix the problem but nothing was resolved. The original person called me back and promptly put me on hold for 20 minutes. By this time I’ve wasted 3 hours trying to resolve this issue. After being put on hold the customer service agent finally picked up only to tell me that there were no hotels available. At the same time my wife looked on Expedia and saw that there were 4 hotels available near us. At this point I feel like we were subject to some sort of scheme of robbing people of their money till they are in a point of desperation with no place to stay. I had my son call one of the hotels that the customer service agent said was not available and to our astonishment the hotel did in fact have vacancy! Now this was the third instance of them trying to cheat me out of my money or they are just completely incompetent. He said Let me reboot my system. And then, he said oh yes they may have had a customer late cancel it. There was a room available. Still on the phone with customer service I told him that there were some hotels available and they said they’d look into it. Another 40 minutes pass and he said that all the hotels were now booked with no vacancy. Was this a joke?! So, for all the trouble I went through, he said that he would refund my original hotel and give me a $250 dollar coupon. I told them that just wanted my full refund. I was hesitant to take any vouchers for the fear of them not actually being valid anywhere. I told expedia I don’t want to coupon. We have been in conversation for over 15 Min so decide to get the credit of $500. The coupon was separated into $100, $200 and $200. I asked if I could use all of them at once and he said yes. I asked him 5 more times and he stated yes. I asked why would they put the vouchers into separate denominations and their response was that the system would not allow it. So then I decided to book a hotel for the next night, because we had to change our schedule due to this incompetence. I called the hotel and asked to use the coupons all at once, but they said that they could not take all of them. The could only take the 100 dollar one out of all three. I was furious and called the manager of expedia for scamming me with lies.
I talked with manager and explained the whole situation. He said that he can make $250, $250. I told manager I would not use the $500 forever. You can get it. I will NEVER use Expedia again. I explain everything from beginning to end one more time. And then, I told manager that “you can check all record right? Before I put this review everywhere and tell everyone, I wanted to expeida check everything. If I did something wrong then please let me know. I will take responsibility and I will fix it before put review. but if I don't get a response by tomorrow I will upload my honest reviews and tell everyone about this horrible experience. Even if Expedia gave me $500,000 voucher I wouldn’t take it and let’s be real it probably wouldn’t even be valid anywhere. If your company doesn’t contact me by tomorrow I will put this story on all travel websites. Don't bother with another negotiation.”
Guys do not use Expedia. Use ***. ***. ***. ***. ***… etc All other company has almost same price. And, at least try to solve customers’ problems. At least they are not cheating people out of their money like Expedia.
Expedia does not want solve problem.
I think that it is their method.
First, They suggest a ridiculous suggestion(As cheap as possible)
Second, They just waste time. They try to make traveler tired. Even if another property is on their site. They keep say they are looking for it. And that it is booked. They just say sorry It was booked.
Third step: they give a 1 year limited coupon. They also decide to spread it our into small portions so that you can’t use what is offered all at once.
I'm writing this letter to complain about a situation that i'm currently having w/ Expedia.
My father passed away on Monday July 29, 2019.
I've sent all the requested documents to Expedia but their refusing to give me my full refund amount because I was unable to make the trip.
I've called Expedia on Tues July 30th, 2019 10:16p. Whereas they cnclld my flight & hotel reserv. And their has been ongoing interactions regarding my refunds.CASE ID [***] was created because they were unable to get in contact w/ hotel. They sent me an email requesting information corresponding w. my fathers death and I was able to send them proof of death and also Certificate of Death and answered all questions that were asked in order. They said that I would receive a call back within 24 hours. I returned phone call on Thursday August 1, 2019 at 1:20p. Because I noticed that only my flight was cancelled online and not the hotel reservations. They were able to see that I've called in but didn't know why hotel reservation was not cancelled. Provided the representative w/ case id number.Transferred me to another team because she was not able to look up the documents. That team member was able to successfully find documents provided. Stated their still unable to get in contact w/ anyone at hotel to call back later that day but I received email stating that it was in progress.Case ID: [***]. C/b later that day they were still unable to get in contact w/ the hotel. Stated they'll put in another ticket.
Called in August 5, 2019 8:08am for 2 hours 13 minutes. B/c they had to get on phone w/ Jet Blue and also the hotel. Rep mentioned to me that I would be receiving a full refund. & would get an email w/ in the next couple min which I did. I noticed that I was only refunded $780.88 ths morning.Purchase $3,075.56. Which brought it down to $2,294.68. Recieved an email stating that for flight refunding $1,513.84. Missing $780.84.Called today rep hung up on me
Expedia.com Response
• Aug 12, 2019
August 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package. We understand *** is requesting a refund.
Our records indicate on June 21, 2019, ***, or a person authorized for the Expedia account, booked a package for four people including flights with ***, traveling from Fort Lauderdale, FL, USA to Cancun, Mexico, departing on August 8, 2019, returning on August 12, 2019 and two rooms for four nights with the ***. The total cost of all the items was $3075.56.
At the time of booking the terms and conditions were provided and accepted. The flights were nonrefundable with no changes allowed. The hotel reservation had a penalty of two nights room rate, plus taxes and fees, for cancellations on or after July 25, 2019
On July 30, 2019 the customer contacted Expedia requesting a waiver due to extenuating circumstances and canceled the flights. The customer was able to provide documentation for consideration.
On August 4, 2019 the customer canceled the hotel reservations under the standard cancelation policy and received a refund of $780.88.
On August 6, 2019 the flights were refunded with a waiver in the amount of $1513.84.
While we’re sorry to hear of the reason for ***’s change of plans, compensation is not available for cancelation fees.
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 H
Corporate Correspondence Team
Customer Response
• Aug 12, 2019
Complaint: ***
I am rejecting this response because:
Sincerely,
***
Per my conversations and every single conversation that I have had with expedia. Which I am sure calls are being recorded. The only reason that I have not received anything back is because they have not received a response from the hotel as of yet Ove called multiple times regarding the issue at different time frames until I got a response on Saturday from a manager at expedia the only reason is because the hotel manager is out on vacation and should be back in today. And a ticket was put in so that it may get handled within 24 to 48 hours no later than Wednesday. My initial call to expedia on July 31st I was informed that the fee was after August 1st until I called back and was corrected on that I was also informed that the fee would have only been 260 which would have been refunded because of the circumstances not once during a phone call was it projected to be a possibility to get refunded.
You will need to get in contact with your team members in regards to proper wordings when it comes to handling calls and then the person I spoke to on Wednesday before I even complained hanged the phone up in my face and not once did I receive a return phone call. Like originally mentioned at the beginning of the call.
I booked a family vacation (August 3-10) to an all-inclusive resort in the Dominican Republic (***) to celebrate my mother's 75th birthday. We booked this trip (by phone) in April for 3 rooms; the confirmation email clearly stated that 2 of the "roulette" rooms were to include 1 adult and 1 child. The instructions stated to contact the hotel one week prior to arrival to find out which rooms we would be in. Upon doing so, I was informed by the hotel that children were not permitted in the Roulette rooms, and I spent the better part of the next 5 days trying to rectify the problem with Expedia. I was met with a stunning lack of knowledge and problem solving ability by the customer service personnel who said they could not reach the hotel. One such manager "Mel" told me she was assigning the case to her team and I would hear back from her within 48 hours, which never happened! Not only that, but the subsequent Expedia personnel told me they could find no record/notes regarding my calls. I finally asked to speak with corporate customer service and thankfully was given terrific service by Jaime R and in particular by Blair T, both of Expedia Corporate Customer Service. My E case is ***. Blair worked diligently for 4 days to rectify the situation and it was the day before my travel that her supervisor confirmed that we did have rooms. When we arrived to the hotel in Punta Cana, we still had to deal with the front desk saying we did not have rooms-it tooks until 6pm (we arrived to the hotel at 2:30 p.m) until we finally got rooms. My primary complaint is with the initial salesman on the phone from Expedia who obviously did not know what he was doing and to the fact that it takes hours of being on the phone to resolve anything. I was told I could just call in and give my E case number and your service centers would patch the call through to corporate. That is far from reality, and I will be no longer use Expedia!
August 22, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on March 31, 2019, ***, or a person authorized for the Expedia account, booked a package for six people, including flights with ***, traveling from Newark, NJ, USA to Punta Cana, Dominican Republic, departing on August 3, 2019 and returning on August 10, 2019, and three rooms for seven nights with the ***.
No changes were made to the reservations and the rooms booked allowed children.
The reservation had a promotion sponsored by the resort. The content provided by the resort stated they were offering a voucher or coupon book with up to $600 in resort discounts to be used during they stay. The customer may contact the hotel directly regarding any billing questions for any purchases made directly at the resort.
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 had a family member pass away and needed to book a hotel to stay at that night. I booked a hotel, fiancé found reviews showing bed bugs and roaches, so within an hour of booking, I call to cancel the reservation and book a different hotel. Expedia got the new hotel booked and I had to speak with several agents, including a supervisor to get them to cancel. I made it very clear that I would not be staying there and if they wouldn’t cancel, I would be disputing the charges. They agreed to cancel and refund the charges. Now I check my statement and they are still there. When I call Expedia to find out why, they claim “we were never able to confirm that you wanted to cancel your stay”... I could not have been more clear when I said “My family will not be staying there, we won’t be checking in, to cancel the stay and refund it, if it isn’t I would be disputing it with ***”.
August 21, 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 July 10, 2019, ***, or a person authorized for the Expedia account, booked four nights with the ***, checking in on July 10, 2019.
The terms and conditions were provided and accepted at the time of booking and advised that if the reservation was not canceled prior to the start of travel, the penalty was 100% of the cost of the reservation.
The customer contacted Expedia regarding the reservation after check in time. The reservation could not be refunded. As the terms and conditions were provided at the time of booking compensation is not available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
August 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments and documentation from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
Our records indicate on July 10, 2019, ***, or a person authorized for the Expedia account, booked four nights with the ***, checking in on July 10, 2019.
While we understand that our customer is requesting a refund, we are unable to provide a refund as the customer did not request cancelation prior to the start of travel for the reservation.
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 H
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is simply repeating their last response to Revdex.com. They are not attempting to resolve the issue and when the agent listened to the call, they even confirmed that I requested a cancellation and refund of the hotel right after it was booked, before we left the house to go to California. Expedia: Stop lying. Disclose the full truth. You know I clearly demanded the hotel be cancelled and refunded and the agent agreed to it, yet you’re failing to follow through with the refund because you never finished cancelling with the hotel. It is not my fault you failed to cancel with the hotel. I did everything I could to inform you of the cancellation. Why don’t you provide the recorded conversation that your agent listened to? You already confirmed to me that I requested it be cancelled after listening to the call.
Sincerely
On September 18th, 2018 I reserved trough Expedia a trip to Spain under the reservation code: ***. Everything was fine until April 20th, when I received a communication that my trip suffered an operation change due a change in a flight. I called Expedia and the agent was able to re-book me trough a new flight. I received confirmation for those changes + electronic air ticket. On July 20 (2 days before my flight), Expedia sent an reminder email for my trip. NO ISSUES! and I also decided to call them bac to check baggage allowance. NO ISSUES!. On the day trip, I presented on the *** and *** counter and they told me that my reservation had issue. That Expedia cancelled on April 20th, but I never got communicated, actually, all the emails that I received from Expedia pointed that my trip was ok. I called them, spent 5 hours over the pohone with them, the acknowledged that made a mistake on April 20th and that they will re-book immediately on a flight. The aget "Pedro" told me that he contacted Expedia corporate and "Tammy" will be able to make the new arrangement (note that I was in the airport waiting). After 5 hours wait, "Pedro" told me that he will pass the call to "Tammy" for my new flight AND suddenly the call went off and hanged out. I called back and a new Agent answered, I had to explain everything again, after 1 hour, the call went off again and my options to fly were reducing. I decided to pay my own money and get into the plane ($8K for the family of 5 --> 3 adults + 2 crying kids that were stressed on how Expedia was handling the situation). A couple of days later in Spain I decided to CHAT with Expedia (I saved the chats images... as an evidences for my case) and the agent told me to submit all the bills for the new flight that I paid for reimbursement. Then I called back, and the agent told me that they only will reimburse me the initial fee that I paid in 2018 ($2431.95). Expedia made a mistake and they have to pay me back!
August 20, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding his flight reservation. We understand Mr. is requesting a full refund of $8,142.00, as he incurred an airline-initiated schedule change and his new tickets were not issued.Our records indicate that on September 18, 2018, Mr., or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel departing on *** (Validating Carrier) and *** (Operating Carrier) from New York, NY, USA to Bilbao, Spain, on July 22, 2019 and returning on August 9, 2019.The total cost of the reservation $2,430.55 with a total of five passengers.
Upon review, on April 20, 2018, Mr. contacted Expedia stating the airline could not open his tickets for his departure flight. Expedia reached out to *** and confirmed the new tickets were not issued. We verified there was a discrepancy in reissuing Mr.’s new tickets which caused them not to be reissued in time. Due to the departure time we advised Mr. to purchase new tickets directly at the airport and we processed a refund for the amount he was originally charged totaled $2,430.55.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we will honor his refund request. However, we have to adhere to his original agreement with Expedia for the amount of $2,430.55. The refund will be totaled $5,712.55. The Expedia refund takes between seven to ten business days to process back to Mr.’s financial institution. The refund was processed on August 20, 2019; we ask that the he allow processing time before contacting Expedia for a follow up.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is some satisfactory to me.
But I have to express my disappointment with Expedia and their T1, T2, T3 and Corporate customer service. They are a bunch of inepts! Also, the total time that I wasted calling Expedia was about 7 to 8 hours hours. It thus caused damages not only to my ears, my brain but also to my heart and mind, in a few words it generated me a anxiety disorder. I lost my nerves because of this; Expedia pushed me to the limits, I saw how my 2 kids cried at the airport thibking that their vacations was ruined, This was a huge damage to myself and also made my family worried a lot. I also spent about $200 dollars to fuel the car with gas to go to Bilbao and come back, not counting the time that I spent driving + the money spent to call Expedia from Spain. Expedia did not give any compensation to these problems caused by its poor service So although I would agree Expedia's resolution (as long as I received the refund), I would urge Revdex.com to revise Expedia qualification from A+ to C-
I will ensure that my family of friends never use Expedia again. I will tell my story to anybody that have the intention to book something trough Expedia.
Due to tornados in the Richmond area in September 2018 I had to cancel my roundtrip flight (*** and *** were used for each leg of the trip) to Atlanta for a *** business conference. There were special travel advisories and both *** and *** gave booked passengers a special inclement weather refund for flights departing from the Richmond Virginia airport. I was told on Sept 11 2018 by an Expedia agent that I would be issued a credit without any additional fees or penalties for my *** and *** airline tickets. I received email confirmations stating this. I spent 42 minutes on the phone with the agent to verify that I would receive a credit and I was assured that I could cancel my flight without penalty. In Dec 2018 I called to use my credit and I was told that they would not recognize the credit and I could not use it to rebook my flight. They told me that the their agent made a mistake. I spoke to several people including a manager and sent several emails showing the credit confirmations trying to get my full credit applied to my account but I have not received any response from their customer service center. I have several emails to back my claim.
August 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a full refund of $415.49, as she was advised by an Expedia agent that has a travel credit from *** and *** to use valid for one year of the ticketing issue date. However, when she called back she was advised that she booked a Basic Economy flight and never heard a response to follow up with her request.Our records indicate that on September 3, 2018, Ms., or an authorized user of her Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** with a Combined One-Way flight. Travel departing on *** Airlines from Richmond, VA, to Atlanta, GA, on September 12, 2018 and returning on *** Airlines September 14, 2018.The total cost of the reservation $415.49.Upon review, we show that on September 11, 2018 Ms. contacted Expedia requesting to cancel her flights due to Hurricane Florence. We reached out to *** and *** Airlines and requested a full refund however, the airlines confirmed that the only option is to cancel under the normal ticket policy and Ms. can have a future travel credit valid from one year from the original purchase date September 3, 2019. We show there was a discrepancy regarding what she was advised by our Expedia agent and what was stated under ***’s travel website policy for Hurricane Florence. While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are able to honor her request for a full refund. The Expedia refund typically takes between seven to ten business days to process. The refund has been sent for processing on August 19, 2019; please allow processing time before the refund goes back to her financial institution.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a hotel room on Expedia Travel to stay at *** in Oceans Shores WA for Aug 9 and Aug 10 for 2 adults. I received the confirmation from both Expedia and *** by phone to confirm my stay. On Aug 8 2019 I receined a phone call from Expedia shortly after geeing From work and doing last minute shopping for my trip to learn my room was not available on day it was confirmed and that a accomdatiion was found but I needed to check my email. I did check my email and the motel not hotel was in Hoquiam WA very far from my request and Alot of stress this situation caused me. I had already took time off from work and this was totally unacceptable.
August 21, 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 *** advising that she will not use online booking; too many problems.
Our records indicate on August 3, 2019, Ms. or an authorized user of the Expedia account booked a two night hotel reservation at ***, checking in on August 9, 2019 and checking out on August 11, 2019; along with the Hotel Booking protection via ***. A confirmation email was emailed to the email address on file on August 3, 2019; it was not opened.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 5, 2019, Ms. called in because she thought the room included a TV and that phone calls were included. Our representative advised Ms. that those amenities were not honored by the property. Our representative called the hotel to requested cancellation but there was no answer. The representative advised Ms. that we would contact them back and call her back and advise. The next Expedia representative contacted the hotel to see if they would authorize a waiver for cancelling the reservation and they authorized the waiver. The reservation was cancelled and the refund was issued back to the card that was originally charged. A cancellation email was emailed to the email address on file on August 5, 2019; it was opened and reviewed once on August 6, 2019.
After further on August 21, 2019, Expedia was able to reviewed the reservation, which shows it was cancelled and refunded in full on August 5, 2019 in the amount of $254.44 to the *** card that was originally charged.Expedia serves as a third-party intermediary we do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition, at the time of completing his booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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
Thank you for reviewing my complaint. I learned not to use online booking too many problems.
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
This is a follow-up to a previously filed complain (Complain ID).
After filing the above complain with Revdex.com, I received another email from Expedia. The email states that "We already contacted *** which is your operating carrier and we were advised that there were no issue on your ticket. There was no involuntary schedule changes. Everything is confirmed and good to go. We also tried to look your case history, we are unable to see any documentations that you called us on July 30, 2019. Due to this, we are unable to process your refund request."
In response, I emailed Expedia my *** phone records showing that I made 3 phone calls to Expedia customer support on July 30. This is clear proof that the Expedia is lying.
I also emailed Expedia a parking ticket and a *** ticket confirmation. In the email, I established that we arrived at *** airport, made the calls to Expedia customer support, and purchased the *** tickets BEFORE the scheduled departure time of our *** flight.
If Expedia has not created a ticket error that prevented *** from checking us in at *** and if the representatives I called on had not refused to offer any help when I called repeatedly, can Expedia explain to me why would I purchase the 3 *** tickets while our *** flight was still on the ground?
August 21, 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 $714.90.
Our records indicate on May 25, 2019, Mr. or an authorized user of the Expedia account purchased three round trip flights departing on July 30, 2019 from Raleigh, NC, USA to Reykjavik, Iceland and returning on August 8, 2019 from Reykjavik, Iceland, to Raleigh, NC, USA; along with the Flight Protection Plan via ***.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 8, 2019, Mr. called in stating that Expedia never attached the tickets to the *** reservation and advised that *** would not let him check-in. Mr. bought three other tickets for a flight on July 30, 2019, since he could not use the tickets that Expedia ticketed. From August 8, 2019 through August 18, 2019, there were numerous emails from Mr. regarding *** not allowing him to check in for his outbound flight. Mr. also requesting that Expedia refund him for the three tickets he purchased since he needed to make an international connection. Expedia responded to the emails advising we communicated with *** and cannot validate his claim. We also responded that we would not be able to honor his request for a refund since *** could not validate the claim. On August 10, 2019, Mr. called in stating his departure flight on July 30, 2019, flight 7818 was with *** and as per his itinerary he was supposed to check-in with ***. He was denied check-in by ***, they informed him that his ticket was not attached to the reservation. Mr. called Expedia and was advised to call back four hours later as we were having a system outage. Mr. stated he was in a situation where he could not miss his second flight, so he ended up buying three tickets through *** and paid $238.30 per ticket. Mr. is looking to receive a refund since it was not his mistake. Our representative reviewed the reservation and as per the itinerary he had to check in with ***. Our representative called *** to check why his boarding had been denied, but there was a wait time of more than 90 minutes. The case was assigned for a follow up with *** and Mr. was advised he would be contacted after 72 hours.
After further investigation on August 19, 2019, we reviewed the reservation and contacted ***. *** advised that they did not have any documentation of their interaction with Mr. at the airport counter. I was able to listen to the calls and our first representative advised that we were having technical difficulties and suggested Mr. to call back in four hours. Mr. asked for a supervisor and the representative advised of the technical difficulties and again suggested for him to call back in four hours. On the next call the representative advised that we needed to investigate the issue and Mr. eventually gave him two minutes to resolve the issue, advised he would buy tickets from ***-*** and call back and get a refund and compensation and disconnected the call. Based on the communication with *** and the calls Expedia was able to review. Expedia has issued a refund for $714.90 as compensation. The refund will appear on the *** card ending *** in three to seven business days. A refund receipt has been emailed to the email address on file.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
I booked a *** reservation for my son who is in the *** and based in Katherine NT, he had a wedding to attend in *** NSW. He organised a flight with Qantas on the weekend of 9-11th of August but only got as far as Brisbane and due to weather conditions was unable to get a flight into Sydney. It was not our intention to not use the booking and was completly out of our control. I have spoken to both Expedia and the hotel and both say the other refuses to refund.
Hello Revdex.com,I am pleased to provide assistance with case #***. Below are the findings and resolution to the case:Customer Complaint:The customer reserved a room at the *** on behalf of her son traveling to ***, NSW to attend a wedding. Due to unforeseen weather conditions, the customer’s son was unable to secure a flight into Sydney, and subsequently, was not able to utilize the room reservation as planned.The customer is asking to be refunded 133.00 AUD for the unsued reservation. Findings:According to our records, we were first contacted for help with this reservation by email on August 9, 2019. At that time, the booking was inside the cancellation policy and not eligible for a refund as per the booking terms:Cancellation and change policyCancellations or changes made after 12:30 PM local hotel time, Thursday, August 8, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.As the booking was inside the cancellation policy, we contacted the hotel to advocate on the guest's behalf and ask if the property would be willing to waive the penalty given the circumstances. During our initial contact with the ***, the property declined our request and imposed the cancellation policy. Since the hotel imposed the penalty, we advised the guest we were unable to process a refund. However, the hotel followed up with us later regarding this booking and reversed their decision. As the hotel approved the waiver, a full refund was issued on August 13, 2019, in the amount of 133.00 AUD. Resolution:The booking has been fully refunded as requested by the customer, and we consider this matter resolved. Thank you for bringing this matter to our attention and allowing us a chance for resolution.Thank you,Mathew L.Customer Relations Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
We booked our itinerary #*** through Expedia on ***. We took the first leg of our flight *** Flight *** on August 2nd from Catania, Italy to Rome. We had a layover and then were ready to board our connection *** Flight *** on August 3rd but were told 30 minutes before departure that the flight was cancelled with no further explanation. We were told to go to the *** Customer Service Desk to inquire about a refund for 2 tickets from this cancelled flight. Since we paid through Expedia.com we were directed to Expedia.com. After sending emails and making several calls, Expedia.com is refusing to offer a credit or refund for the 2 tickets from the cancelled flight listed above. They are staying we need to deal with the airline but the airline keeps referring us to Expedia.com. Expedia.com was where the payment for $260.00 was made as per my credit card receipt. Please see information below:
CORRESPONDENCE FROM EXPEDIA/RECEIPT:
Your flight change is confirmed. No need to call to reconfirm. You'll find all the flight information you need below.
Updated flight itinerary: Catania
Travel dates
Aug 2, 2019 - Aug 3, 2019
Itinerary #
***
Total flight change cost
$260.60
Airline confirmation
*** (***)
Flight overview
Updated
Departure Fri, Aug 2
***
Catania (CTA)
5:10PM
flight to
Rome (FCO)
6:35PM
1h 25m duration
*** operated by *** - THIS WAS THE FLIGHT THAT WAS CANCELLED
Rome (FCO)
6:00PM
flight to
Naples (NAP)
6:50PM
0h 50m duration
Confirm or change your seats with the airline.
Traveler(s)
***
Price summary
New fare for traveler 1: Adult $145.90
Flight $106.00
Taxes & Fees $39.90
New fare for traveler 2: Adult $145.90
Flight $106.00
Taxes & Fees $39.90
Original fare applied -$165.20
Fare difference $126.60
Airline change fee $134.00
Total paid today: $260.60
All prices are quoted in USD.
August 20, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight refund request.
On January 6, 2019, Mr. self-booked an airline reservation on our site for two travelers. We understand from Mr. complaint, his last leg of the trip was canceled by the airline. Mr. mentioned he was told to contact Expedia since he paid through our site. Mr. is requesting a refund of $260.00 total.
Upon researching the customer’s complaint, we can confirm that on August 10, 2019, Mr. contacted Expedia by phone. I have listened to the call recordings regarding this case. Mr. mentioned he had been on the phone attempting to resolve the issue for many hours. The previous Expedia agents who had spoken with the airline confirmed that Mr. did not accept the airlines reprotection which was to travel by bus to the final destination. Mr. and the companion instead rented a car and drove themselves to the destination. Because of this the airline did not provide a refund to Mr.. The Expedia agent offered Mr. a $200.00 Expedia hotel coupon as a courtesy which he could use for his next hotel reservation. Mr. accepted the coupon as compensation.
Since Mr. was provided with a $200.00 Expedia hotel coupon and the original issue was caused by the airline, Expedia may not provide a refund for any amount. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. As the issue was verified, Expedia will not refund any amount.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
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
When I purchase the ticket the ticket price is $1268.52 I have the receipt . However when I tried to return the ticket Expedia Said the ticket is $1011, and they changed the price receipt on their website. And when I call their customer service . The agent(id ***) told me Their system never made mistake their system showed the correct info and they just sent the wrong receipt.
August 16, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding an airline ticket price. On May 22, 2019, Mr. self-booked two round-trip tickets from Las Vegas, NV to Harbin, China. One ticket was for an adult and the other for a child. The total amount paid for the tickets was $2279.56. While the complaint we have received is not very clear, we could understand that Mr. is looking for a refund of a ticket which he mentions he paid $1268.52. Mr. is requesting a refund of $257.48. Upon researching the customer’s complaint, we can confirm that Mr. contacted Expedia on August 9, 2019, and was transferred with a supervisor. Mr. told the supervisor that he paid $1200 for the child, and $1011 for the adult. The supervisor advised Mr. that he had incorrect information and that he could check the receipt on the airlines website. The call then dropped or Mr. hung up and the supervisor called him back. Mr *** said he had no further questions regarding the ticket. We do regret any inconvenience Mr. encountered in resolving this matter. Since Mr. agreed to the Terms of Use shown below, Expedia will not provide any refund. LIABILITY DISCLAIMER The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us at 1-800-397-3342. Sincerely, Daniel A Customer Correspondence Team
August 26, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia.com Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***) regarding a refund request of an airline ticket. We have once again reviewed Mr.’s complaint regarding a refund request. Mr. is requesting a refund from Expedia for $257.48 for a child ticket. We have been in contact with the airline which confirms the price paid for the child ticket was the lower amount of $1011.04. The fact that the customer was shown a different price on the itinerary does not mean Expedia must refund him the difference between the two ticket amounts. Mr. must understand he still agreed to pay the total amount of the two tickets which was correct. As previously, Expedia.com.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to provide credit or refund that is not authorized. The Terms of Use that Mr. accepted are provided below. LIABILITY DISCLAIMER 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, Daniel A Customer Correspondence Team
Complaint: ***
I am rejecting this response because:
Thank you for forwarding the Expedia's reply. Once again. I am here to refund the unused amount of $257.48 for child ticket.I have not found any reason why Expedia refuses to refund the money I paid to Expedia by using The Terms of Use that I accepted. I attached receipts which send and download from Expedia.Expedia is responsible and has direct control of advertising the price ticket, Showing the correct ticket price, receiving the payment, and sending the receipt. That receipt which Expedia liable shows the child ticket I paid to Expedia for *** (Child) $1,268.52. As it Confirmed by Expedia, Airline only received $1,011.04 from Expedia. When we tried to refund the return ticket, the unused amount of $257.48 was denied by the airline. If there is any negligence happens in this process. Expedia is the party who is responsible for this negligence, and Expedia should take responsibility for it. Therefore I am here respectively to ask help from Revdex.com, and I want Expedia to return the unused amount of $257.48. which Expedia is responsible and has direct control
Sincerely
I was booking a trip through expedia and I attempted to book my trip, in which on the final confirmation where it should have confirmed my trip, I got the error saying my flight was sold out and I would not be charged. I attempted to book the same trip 2 more times, since I can see that the flight was still available. I got the same error those 2 times.
I realized that your system tries to cheat loyal customers like I have been, by pulling this stunt, or saying prices went up on the last screen before booking. So I ended up attempting to book THE SAME TRIP for the 4th time, with the same "sold out flight" that still showed as available, under a different email, and sure enough, I was able to book it.
When I checked my account I noticed I was billed for the first 3 attempts! I called Expedia and was told this is a temporary hold, and should reverse back in a few days. How do you call that customer service, when now Im out $1500+ and 3 overdrafts!
HORRIBLE CUSTOMER SERVICE! I want to make sure my overdrafts are covered! Expedia clearly said on the screen I would not be charged since the flights were sold out, and sure enough I was charged for all 3 attempts! I do not even have anything to reference these charges by since it never booked
August 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding three charges that should be reversed since nothing was booked until she was able to book on the fourth attempt under a different email address.
The charges posted on Ms.’ bank account for the failed transactions were only authorizations that will be released within a few days from the time of booking. Failed transactions on bookings are caused by pricing updates on the system as Expedia utilizes a live inventory directly from the airlines.Upon further research, we have verified and confirmed that all the attempted flight bookings under the Ms.’ account are non-existent and the authorized funds should have been released back to her account. Please accept our apologies for any inconvenience that was been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di FCorporate Correspondence Team
I contacted Expedia one day concerning a reservation I wanted to make with a hotel. I was attempting to book a hotel room for $135/night. Numerous error messages appeared (of which I have all of the screenshots). I attempted to contact Expedia regarding the issue that evening. The "Contact Us" form did not work and I needed to contact them directly. Upon contacting them, they did not respond. In less than one day, the rate was nearly double. However, I was attempting to secure this at the listed rate, with proof that I have the rate and was attempting to book for these dates. When reaching out to Expedia, the customer service e-mails were general, vague, and did not address the issue. Instead, they were explaining the Expedia process and not once addressed the fact that multiple facets of the website were broken and their inadequacy lead to this. The fact that I was unable to book the hotel room when it was at its cheapest price and did not receive a response until later makes it seem as though Expedia is predatory, utilizing broken service and websites to delay the reservation of a hotel room. This has happened in previous encounters with Expedia and feel that the treatment of consumers is unethical. Customer service does not address the individual personally nor the concerns presented.
August 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding an attempt to reserve a room with ***.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. We utilize a live inventory system that is updated regularly as purchases are made. As updates occur, every so often causes booking transactions to fail. The prices are dynamic in nature, we do not have a way to control or fix a certain amount as these fluctuations in price are controlled directly our providers.
Furthermore, we have verified and confirmed that all the attempted bookings under the Ms. account were not completed and any authorized funds should have been released back to her account.
Please accept our apologies for any inconvenience that was been caused. 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:
I understand that Expedia is a third party business. However, the service I received from Expedia from their customer service was not prompt, did not address my concern, and Expedia takes no responsibility for their failing website. Even the response through the Revdex.com was too late in order to reserve the hotel room I needed.
Sincerely
On May 20th I requested a refund for three fights to England because we needed to flight earlier because my father in law passed away and we have to go to his funeral in England. I submitted the death certificate to Expedia and they were to email it to the airline. They sent it to the wrong email address after back and forth on email and 10 hours of calls I got confirmation that the refund was approved on June 2th. The confirmation stated that the three fights would be refunded in full and to wait 8 weeks for the refund.
8 weeks passed and I never received the refund. I emailed Expedia after 9 weeks and asked when I’d get my refund, they emailed asking me to call my bank. I asked for the date in which the refund was deposited they couldn’t give me one. I called up was transferred three times. No one knew where my refund was. I emailed again they asked to wait 24 hours then call back again.
I emailed for a update, they informed me today Aug 9 th that only one ticket had been refunded. And that they have send in another request to the airline to get the authorization on the other two tickets. Which on June 2nd they informed me they already had that. At this point, I’m wondering when or if I will get a refund.
email from Expedia on June 2nd
Thank you for contacting Expedia regarding your flight itinerary ***.
We would like to inform you that the flight reservation has been canceled successfully.
You would be refunded for the amount of 1824.59USD.
This refund will reflect within 8 weeks depending on how long the airline and your bank takes to process it.
August 19, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on February 2, 2019, ***, or a person authorized for the Expedia account, booked flights for three passengers with ***, traveling from New York, NY, USA to Manchester, England, UK, departing on June 22, 2019 and returning on June 30, 2019. The flights and airfare selected were nonrefundable with no changes allowed.
Our customer contacted Expedia requesting a change or refund of the flight due to extenuating circumstances. Only the airline may provide a waiver to change or cancel the flights. We contacted the airline to advocate for our customer and they allowed documentation of the extenuating circumstance to be provided to them for consideration.
We understand from the complaint that *** has documentation showing that a refund was promised. We ask that any documentation available be provided for consideration.
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 H
Corporate Correspondence Team
August 19, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on February 2, 2019, ***, or a person authorized for the Expedia account, booked flights for three passengers with ***, traveling from New York, NY, USA to Manchester, England, UK, departing on June 22, 2019 and returning on June 30, 2019. The flights and airfare selected were nonrefundable with no changes allowed.
Our customer contacted Expedia requesting a change or refund of the flight due to extenuating circumstances. Only the airline may provide a waiver to change or cancel the flights. We contacted the airline to advocate for our customer and they allowed documentation of the extenuating circumstance to be provided to them for consideration.
We understand from the complaint that *** has documentation showing that a refund was promised. We ask that any documentation available be provided for consideration.
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 H
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: On June 2nd I was emailed by Expedia saying I'd get the refund in 8 weeks. Now its nearly 12 weeks and still no refund. What date will I get the refund?
Sincerely
August 28, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
The refund was processed on August 22, 2019. The refund time frame varies based on the processing time of the airline and 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 H
Corporate Correspondence Team
At around 1:30-1:45 am I booked a hotel reservation through this third party. Prior to I spoke to an agent at the *** to assure that my son (who was traveling to Salt Lake City but was laid over because his initial flight was delayed from NYC) would be able to check in at the hour. I spoke to the agent at the *** hotel and she confirmed that there were rooms available and that she would accommodate my son at that hour, even though his check in was for 3PM, so I went ahead and booked the room. Upon his arrival he was turned away because as he was told there were no rooms available. This within minutes of the call. Airport is 5 mins away by car. He took an ***. I immediately contacted Expedia in regard so that they can cancel the reservation, cause he would have to seek shelter elsewhere. They told me they would have to speak to the manager during available hours to request a refund. Later, I spoke to two Expedia agents: Elaine and Daniel who both put me on hold and claimed to have spoken to the manager of the hotel and both requests were denied. I couldn't believe that. I called the hotel myself and spoke to the manager: Indica who explained that no one from Expedia contacted her and that she does not have the means nor tools to cancel the reservation being that it was done through Expedia. They would be the one to honor that request because the reservation was made and paid for through them. This was very upsetting to hear, but made perfect sense. I can not believe that Expedia would treat their customers this way.
August 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on August 8, 2019, ***, or a person authorized for the Expedia account, self-booked a hotel reservation for one night with the ***, for check in August 9, 2019.
The rate and reservation booked was nonrefundable with no changes allowed. The terms and conditions were provided at the time of booking and accepted when the purchase was completed on the website.
On August 8, 2019 the customer called and requested to cancel and receive a refund of the reservation. Although the reservation was not refundable, we contacted the hotel and advocated on the customers behalf as per their request. We continued to follow up with the hotel and were advised on August 9, 2019 that a waiver was not available. As such, a refund could not be made. As the terms and conditions were provided and accepted compensation will not be available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
Thank you for following up with this complaint. Although it was not resolved to my satisfaction of a full refund, I will not like to follow up on this complaint or take any further action.
Thanks again.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased an international round trip flight ticket on Expedia on Aug 5, which comes with a risk-free 24-hour full refund policy. Within 24 hours, I decided to cancel the trip and contacted Expedia by phone since the website said that there were technical issues to cancel this trip online.
I called the number shown on the website, and it directed me to the automatic bot, which told me that they would send an email with the link to cancel. The email came hours later and when I clicked on the cancellation link, it directed me to the Expedia website, which showed a message that they were experiencing technical issues at that time.
Then I called them again and tried to reach one of the customer service specialists, by when it passed the 24 hours free cancellation time limit. The specialist told me that the cancellation would result in a $500 penalty fee as I didn't cancel it in time. I explained the situation to her and told her that it was Expedia's technical issues that caused this past due. She said she needed to consult her supervisor to see if it's possible to waive the $500 cancellation fee and then put me on hold. I was on hold for almost 2 hours and the line got disconnected. I expected an immediate callback since she confirmed my call-back number before I was put on hold. Nothing came.
I was so frustrated and called them again, by then it already passed midnight. Another operator picked the line and told me they were experiencing firm-wide technical issues and did not have access to my trip information at that time. She asked me to call back at least 1 hour later.
I couldn't wait for another hour since it's already 1am so decided to go to sleep first. Called them the second day and was told the trip could be canceled but the $500 penalty fee would be applied no matter what. I feel like I got robbed. It's Expedia's ongoing technical issues prevented me from canceling in time and I have to pay for their fault, which is expensive.
August 15, 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 $500.00.
Our records indicate on August 4, 2019, Ms. or an authorized user of the Expedia account purchased a round trip flight departing on August 29, 2019 from New York, NY to Zhengzhou, *** and returning on September 20, 2019 from Zhengzhou, *** to New York, NY; via ***.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on August 7, 2019, Ms. called in to cancel. Our representative advised the normal cancellation policy to apply towards her cancellation. Ms. advised she tried to cancel the reservation online within 24 hours for the free cancellation but she kept getting an error; says she tried to contact Expedia however she was directed to a spam message. On August 8, 2019, Ms. called back to cancel her flight. She advised that she tried to cancel the reservation online within the 24-hour free cancellation but received an error. Our representative advised the normal cancellation policy will apply to the cancelled reservation.
After further investigation on August 15, 2019, Expedia was able to review the reservation, which was booked on August 4, 2019, confirmed and ticketed. A cancellation email was emailed to the email address on the account on August 8, 2019. Expedia was able to verify in the back-office system that Ms. reviewed her reservation on August 7, 2019 and attempted to cancel it. The reservation would not cancel with a charge since it was past the 24-hour cancellation period.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier RulesAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above Expedia is not able to honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
We booked a hotel reservation on Expedia for a *** close to DIA Airport. They overbooked and Expedia booked us at a *** at a higher rate and the property was in poor condition. I asked to be booked at a comparable hotel and at the least we should not have to pay more for an inferior hotel. I am asking that we be refunded for the entire hotel charge.
August 16, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel refund request. Our records show on August 8, 2019, Ms. self-booked a hotel reservation via itinerary ***. The reservation was booked for one night, checking in the same day August 8, 2019. The total amount paid for the room was $170.26. We understand from Ms. complaint she called Expedia and was relocated to a different hotel for an additional charge of $8.34 more. The original hotel claimed they were oversold and could not accommodate the guest. Ms. is requesting a full refund of $178.60. Upon researching the customer’s complaint, we can confirm that the hotel did not accept our customer’s reservation and they never contacted Expedia or the customer to let us know that the reservation was not accepted. Ms. arrived at the hotel and was told she could not be accommodated. Ms. contacted Expedia the same day and was relocated to a different hotel and was charged $8.34 more. Since the issue was with the hotel Ms. should have been refunded the additional amout she was charged for the relocation. Since the customer fully used the new room reservation we are unable to provide a full refund. I have taken the liberty of refunding the $8.34 that the customer was charged. I have also provided the customer with a $100.00 Expedia Hotel Coupon for future use. The coupon is valid for one year and is available when the customer books online or by contacting Expedia customer support by phone. Expedia’s goal is to provide an exceptional customer experience. We apologize for any inconvenience Ms. encountered in resolving this matter. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Daniel A Expedia Customer Support
I reserved the hotel with expedia and wanted to confirm the price, so I called them , inquiring about the price, but I did not like that price and wanted to book another hotel, this agent did not cancel my previous reservation and booked me for the another hotel, so I got charged for the two hotels. I told the agent clearly I dont want to book the first hotel, he did not look in to the previous resevaion, but booked for the next one, so I am asking for the refund now , they are not ready to help me with that . I got charged for two nights which is 858c dollars , but hotel is ready to refund for the second night, but I am asking for the first night refund. please I need a help over here.
August 15, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund of $432.49.
Our records indicate on July 16, 2019, Ms. or an authorized user of the Expedia account booked a two-night hotel stay at the ***, checking in on August 2, 2019 and checking out on August 4, 2019, via ***. Ms. called back in to book another reservation and during the telephone conversation asked our representative to cancel a reservation she had created. Our representative booked the new reservation and never cancelled the requested reservation.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 6-7, 2019, Ms. called requesting a refund of the room reservation she booked. She advised she called Expedia to cancel the reservation but was charged. Our representative checked the details and there was no documentation. Our representative called the hotel and they advised they would refund 432.49CAD, the second night plus taxes and fees. Ms. insisted she cancelled the reservation with Expedia and that she will get a refund for the total amount. On August 8-9, 2019, Ms. emailed Expedia asking about the remaining refund amount for the cancelled reservation. Expedia emailed Ms. advising the reservation was refunded by the property and no further refund was authorized by the hotel.
After further investigation Expedia was able to listen to the call where Ms. ask to have a new reservation booked and to have the reservation, she booked cancelled. The reservation was booked but the requested reservation was not cancelled. A refund has been issued for the first night that the hotel charge in the amount of 410.26CAD and shall appear on the original card charged within three to seven business days.
Please accept our apologies for any inconvenience that was been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On 7/31/19 I booked a flight with Expedia to fly from DPS to HKT with a layover in Kuala Lumper for the date of 8/1/19. *** had a flight delay which caused me to miss my connecting flight on 8/1/19. They scheduled me for a new flight but for 8/2/19 around 9am BUT I had a flight from HKT to NYC scheduled for 8/2/19 at 12:20 am which means I would not make my flight back to America. When we arrived in Kuala Lumper the staff of *** stated that if we had to purchase a new flight with a different airline due to our flight being delayed because of them that they spoils give us a full refund for the inconvenience. We ended up booking last minute tickets with ***. The airlines gave us a piece of paper stating their apologies and how to proceed with the refund. Ultimately we reached out to *** and they stayed we have to go through the travel agent we booked through which would be Expedia. It’s been a week and all we keep hearing is that they are sending emails to *** but nothing. At this point we should be refunded by Expedia as Malaysia is saying that they are the ones who needs to credit us but they keep pushing it off to Malaysia in which we did not pay Malaysia directly we paid Expdedia.
August 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a full refund of her flight reservation due to an airline-initiated schedule change in the amount of $535.22.
Our records indicate that on March 22, 2019, Ms. Owens, or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary *** with travel on ***. Departing Denpasar, Indonesia, to Kuala Lumpur, Malaysia on August 1, 2019 and from Kuala Lumpur, to Phuket, Thailand on August 1, 2019. The total cost of the reservation $535.22.
Upon review, we show that on August 2, 2019 Ms. contacted Expedia stating the flight had an airline-initiated schedule change and she was told by ***, that she would get a full refund even if they used their departure flight. We reached out to *** and requested a full refund however, the airlines confirmed that only a partial refund was authorized for her affected return flight. Since the full refund was promised by ***, Expedia has no capability to verify the customer statement due to lack of information. Therefore, Expedia can only process a partial refund that was authorized by ***.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities, transportation and airlines and is subject to the rules and restrictions of those providers. In addition, at the time of booking Ms. agreed to our Expedia’s Terms of Use, which expressly state: provide as follows:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret the customer’s, experience was not as we would have hoped, based on the information provided above we are able to honor her request for a partial refund. The airline refunds typically take between six to eight weeks to process. The refund has been sent for processing on August 9, 2019, please allow processing time before the refund goes back to her financial institution.
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’m trying to shorten my trip I bought on Expedia by 5 days. My original flight was 9/28/19 - 10/12/19. I would like to arrive home on 8/7/19. I’m 28 years old young woman who was diagnosed with Parkinson’s and had to spend tons of money on my medication and doctors bills because I had no insurance. I simple do not have the funds to go to Go that length of time. All I see is for someone to have a heart and help me change the date of my ticket.
August 15, 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 complaint from Ms. *** Revdex.com case number *** regarding changing the date on the return flights.
Our records indicate on April 17, 2019, Mr. *** or an authorized user of the Expedia account purchased two round trip flights on *** departing September 28, 2019 from Fort Lauderdale, FL, USA to London, England, UK and returning on October 12, 2019 from London, England, UK to Fort Lauderdale, FL, USA; along with the Flight Protection plan via ***.
Upon receipt of Ms. ***’s complaint, we investigated the issues which were brought to our attention. We can confirm on May 2, 2019, Ms. called in stating she wanted to upgrade her seats or to have confirmed seats as per her choice. Our representative reviewed the reservation and advised the reservation was a basic economy ticket and could not be upgraded. Our representative verified the operating carrier was *** and checked *** website and advised she could select seats online at check in or directly at the airport. Our representative advised the seats were currently blocked and suggested that Ms. contact the airline and confirm. On August 7, 2019, Ms. called in wanting to change the booking to the eighth or ninth of October, she advised she had previously been told it could be done using the protection coverage. Our representative reviewed a previous case and noted where Ms. called in regarding a class of service change and was advised per the fare rules that the tickets are nonrefundable and nontransferable. Our representative advised Ms. and she advised that she will contact Travel Guard to start a claim. On August 8, 2019, Ms. called in and asked for the Corporate Department at the onset of the call. She wanted to change the return flight to October 7, 2019 due to medical reasons. Ms. advised that she has Parkinson's disease. Our representative offered assistance and options to rebook and cancel, following the normal policy of the airline and then she would file a claim with Travelguard. The claim would be subject to review and approval and Ms. refused. She didn’t want to cancel the flight she just wanted to change the return date and wants Expedia to cover the fee. Her call was escalated, the call was taken over by a Supervisor and the cancellation policy was reiterated Ms. was advised the best option that we can offer is to rebook the entire reservation and she declined. No changes were made to the reservation. On August 12, 2019, Ms. called in wanting to know the phone number of Travelguard. Our representative reviewed the record; verified it was nonrefundable and non-changeable with no changes being permitted. Our representative advised Ms. that Travelguard is going to need the flights to be cancelled so she can file a claim but Ms. wanted to keep the reservation active and call Travelguard first. Our representative provided the telephone number for Travelguard and no changes were made to the reservation.
After further review of the Expedia account, Expedia was able to verify on August 12, 2019 that Mr. *** or an authorized user of the Expedia account purchased two round trip flights on *** departing September 28, 2019 from Miami, FL, USA to London, England, UK and returning on October 7, 2019 from London, England, UK to Miami, FL, USA; along with the Flight Protection plan via ***. Additionally on August 15, 2019, Expedia verified the cancellation policy of ***. The tickets were in Basic Economy and are non-refundable and non-changeable. Ms. new itinerary *** with ***s returning on October 7, 2019 has a cancellation/change policy of $600 per ticket.
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. Virgin and ***s are the operating carriers and merchants of record (the entity that received the funds and the company that charged the credit card) on the two itineraries *** and ***. We hope you understand we must adhere to the policies dictated by the airlines.
At the time Mr. completed the booking, he agreed to the following Expedia Terms of Use;Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
LIABILITY DISCLAIMERThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above we are not able to honor your request to change the date on your return flight. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Hello -
We were left no choice but to borrow money and purchase new tickets with a different return date. Expedia and or the 3 party insurance option is false advertising on Expedia’s website. Which is why I believe this is both Expedia and Travel insurance issues. The reason we initially purchased the insurance for the tickets is because of my medical issues. It specifically said incase of medical, or death issue we are able to change dates of the tickets or cancel all together. So when we did further research and called the insurance company they said it’s not there issues it’s Expedia and Expedia said it’s also not there issue. So we are sitting here with both companies telling us it’s none of there problems.
This is is false advertising. You state on your website that if we purchased the insurance we can change the dates and we can’t. I spoke with the insurance company once more and they said I’m truly sorry but we only can refund the entire amount which could take up to 3 months and not change the actual date of the current trip as we needed.
Both Expedia and the 3rd party agency should be responsible for my entire refund. You guys lied and gave us no choice but to purchase a different ticket. I will not stop this compliant unless I get a refund.
Complaint: ***
I am rejecting this response because:
Sincerely
This is first case I’m writing a review whole my life. Expedia was inept to solve my problem and I feel like I’ve been swindled. Their customer service team was not helpful at all and I felt as if they were trying to cheat me out of my money and time. I only chose Expedia because I thought it was a reputable company. Turns out I was very wrong about their character because they do not seem to value their customers’ experience. I did receive a $500 credit end of this headache but I will not use Expedia ever again and the $500 credit wasn’t not worth the hassle!
Allow me to explain what happened when I booked a reservation with Expedia,
I arrived at the hotel that I booked and the reception desk told me that Expedia made reservations without permission! I was floored by hearing this news and there were no rooms available. Thinking I was not going to have a hotel room to sleep in for the night I panicked. So, I reached out to Expedia and they said that they would relocate me to a different hotel. I asked “can you check me another reservation too? Because I have another two other reservation after this one. He said ok and he said everything is clear. But after 4 hour I asked him one more time he said he did not check. So, he checked another reservation after three hour.
Anyway, After 30 minutes of waiting they managed to find me another hotel. I thought, great, at least I have a place to rest my head after a long day of travel which was my biggest concern at the time, until I got to the next hotel. The one they found me was very cheap and seedy.
The original hotel booked through Expedia was $199 per night. This one was $98 and if I pulled off to the side of the road I could have booked it myself. The Expedia booking agent said that a breakfast buffet would be included but it was simply donut and coffee. I was mostly upset about the fact that I wasn’t able to stay at my originally booked hotel and I was pushed to a motel like property. I felt like I was taken advantage of from this experience. Expedia was going to charge me $160 for this new hotel stay that they found me and it was only $98 per night. When I told Expedia that the hotel price was $98. They went to find another property.
I was only in this predicament because of Expedia and they’re still going to charge me a “booking fee!” So I got back on the phone with customer service and when I explained to them the state of the new hotel they said they would look for more options and then hung up. I called with another phone to see if they could fix the problem but nothing was resolved. The original person called me back and promptly put me on hold for 20 minutes. By this time I’ve wasted 3 hours trying to resolve this issue. After being put on hold the customer service agent finally picked up only to tell me that there were no hotels available. At the same time my wife looked on Expedia and saw that there were 4 hotels available near us. At this point I feel like we were subject to some sort of scheme of robbing people of their money till they are in a point of desperation with no place to stay. I had my son call one of the hotels that the customer service agent said was not available and to our astonishment the hotel did in fact have vacancy! Now this was the third instance of them trying to cheat me out of my money or they are just completely incompetent. He said Let me reboot my system. And then, he said oh yes they may have had a customer late cancel it. There was a room available. Still on the phone with customer service I told him that there were some hotels available and they said they’d look into it. Another 40 minutes pass and he said that all the hotels were now booked with no vacancy. Was this a joke?! So, for all the trouble I went through, he said that he would refund my original hotel and give me a $250 dollar coupon. I told them that just wanted my full refund. I was hesitant to take any vouchers for the fear of them not actually being valid anywhere. I told expedia I don’t want to coupon. We have been in conversation for over 15 Min so decide to get the credit of $500. The coupon was separated into $100, $200 and $200. I asked if I could use all of them at once and he said yes. I asked him 5 more times and he stated yes. I asked why would they put the vouchers into separate denominations and their response was that the system would not allow it. So then I decided to book a hotel for the next night, because we had to change our schedule due to this incompetence. I called the hotel and asked to use the coupons all at once, but they said that they could not take all of them. The could only take the 100 dollar one out of all three. I was furious and called the manager of expedia for scamming me with lies.
I talked with manager and explained the whole situation. He said that he can make $250, $250. I told manager I would not use the $500 forever. You can get it. I will NEVER use Expedia again. I explain everything from beginning to end one more time. And then, I told manager that “you can check all record right? Before I put this review everywhere and tell everyone, I wanted to expeida check everything. If I did something wrong then please let me know. I will take responsibility and I will fix it before put review. but if I don't get a response by tomorrow I will upload my honest reviews and tell everyone about this horrible experience. Even if Expedia gave me $500,000 voucher I wouldn’t take it and let’s be real it probably wouldn’t even be valid anywhere. If your company doesn’t contact me by tomorrow I will put this story on all travel websites. Don't bother with another negotiation.”
Guys do not use Expedia. Use ***. ***. ***. ***. ***… etc All other company has almost same price. And, at least try to solve customers’ problems. At least they are not cheating people out of their money like Expedia.
Expedia does not want solve problem.
I think that it is their method.
First, They suggest a ridiculous suggestion(As cheap as possible)
Second, They just waste time. They try to make traveler tired. Even if another property is on their site. They keep say they are looking for it. And that it is booked. They just say sorry It was booked.
Third step: they give a 1 year limited coupon. They also decide to spread it our into small portions so that you can’t use what is offered all at once.
Good morning,
I'm writing this letter to complain about a situation that i'm currently having w/ Expedia.
My father passed away on Monday July 29, 2019.
I've sent all the requested documents to Expedia but their refusing to give me my full refund amount because I was unable to make the trip.
I've called Expedia on Tues July 30th, 2019 10:16p. Whereas they cnclld my flight & hotel reserv. And their has been ongoing interactions regarding my refunds.CASE ID [***] was created because they were unable to get in contact w/ hotel. They sent me an email requesting information corresponding w. my fathers death and I was able to send them proof of death and also Certificate of Death and answered all questions that were asked in order. They said that I would receive a call back within 24 hours. I returned phone call on Thursday August 1, 2019 at 1:20p. Because I noticed that only my flight was cancelled online and not the hotel reservations. They were able to see that I've called in but didn't know why hotel reservation was not cancelled. Provided the representative w/ case id number.Transferred me to another team because she was not able to look up the documents. That team member was able to successfully find documents provided. Stated their still unable to get in contact w/ anyone at hotel to call back later that day but I received email stating that it was in progress.Case ID: [***]. C/b later that day they were still unable to get in contact w/ the hotel. Stated they'll put in another ticket.
Called in August 5, 2019 8:08am for 2 hours 13 minutes. B/c they had to get on phone w/ Jet Blue and also the hotel. Rep mentioned to me that I would be receiving a full refund. & would get an email w/ in the next couple min which I did. I noticed that I was only refunded $780.88 ths morning.Purchase $3,075.56. Which brought it down to $2,294.68. Recieved an email stating that for flight refunding $1,513.84. Missing $780.84.Called today rep hung up on me
August 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package. We understand *** is requesting a refund.
Our records indicate on June 21, 2019, ***, or a person authorized for the Expedia account, booked a package for four people including flights with ***, traveling from Fort Lauderdale, FL, USA to Cancun, Mexico, departing on August 8, 2019, returning on August 12, 2019 and two rooms for four nights with the ***. The total cost of all the items was $3075.56.
At the time of booking the terms and conditions were provided and accepted. The flights were nonrefundable with no changes allowed. The hotel reservation had a penalty of two nights room rate, plus taxes and fees, for cancellations on or after July 25, 2019
On July 30, 2019 the customer contacted Expedia requesting a waiver due to extenuating circumstances and canceled the flights. The customer was able to provide documentation for consideration.
On August 4, 2019 the customer canceled the hotel reservations under the standard cancelation policy and received a refund of $780.88.
On August 6, 2019 the flights were refunded with a waiver in the amount of $1513.84.
While we’re sorry to hear of the reason for ***’s change of plans, compensation is not available for cancelation fees.
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 H
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely,
***
Per my conversations and every single conversation that I have had with expedia. Which I am sure calls are being recorded. The only reason that I have not received anything back is because they have not received a response from the hotel as of yet Ove called multiple times regarding the issue at different time frames until I got a response on Saturday from a manager at expedia the only reason is because the hotel manager is out on vacation and should be back in today. And a ticket was put in so that it may get handled within 24 to 48 hours no later than Wednesday. My initial call to expedia on July 31st I was informed that the fee was after August 1st until I called back and was corrected on that I was also informed that the fee would have only been 260 which would have been refunded because of the circumstances not once during a phone call was it projected to be a possibility to get refunded.
You will need to get in contact with your team members in regards to proper wordings when it comes to handling calls and then the person I spoke to on Wednesday before I even complained hanged the phone up in my face and not once did I receive a return phone call. Like originally mentioned at the beginning of the call.