1) Expedia charged me for the wrong room at a *** in Palo Alto, I was charged for 2 king beds when I got 1 king bed and they said they would give me $200 dollar voucher for the issue; even though that doesn't solve anything. Never got the voucher, per their recording
2) *** agreed to give me a refund but I can only get a full refund from Expedia and Expedia has made no attempt whatsoever to collect the refund so now I am still paying for a 2 king bed room when I got a 1 king bed. (my friends actually slept on the follow) Even the manager at the hotel thought that it was unfair.
3) I have spent countless hours talking to customer service who at least promised to resolve things with the hotel when they have made no attempt. Even to come back to me and say the hotel isn't willing to offer that even though I have documentation that says the hotel is willing to refund me. They never actually gave me my $200 voucher and they now have lowered to $50. They made a promise when the room was wrong the day of and they did not fulfill it. Absolutely the worst service for a marketplace that I have ever received. In fact, I'm actually a gold member and this is the first problem I have ever encountered with them and you can be sure that I never use their service every again.
Expedia.com Response
• Aug 13, 2019
August 13, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel refund request. On June 18, 2019, Mr. self-booked a hotel reservation on our website for one guest for one night and paid $331.53. The check-in date was set for Saturday, July 13, 2019. We understand from Mr.’s complaint, he selected a room with multiple beds and was only provided with a room which had one bed. Mr. is requesting a full refund of $331.53. Upon researching the customer’s complaint, we can confirm that Mr. actually had a total of six guests stay in the room and fully used the reservation for the night. Mr. contacted Expedia by phone and complained about the issue the same day. The Expedia agent asked if Mr. possibly preferred to be relocated to a different hotel. Mr. mentioned he did not want to be moved around and instead accepted a rollaway bed from the hotel. On August 3, 2019, Mr. was contacted by an agent from our corporate department who inquired about the stay. Mr. did not want to provide information regarding the case and used foul and vulgar language towards the agent. We would like to remind Mr. that our goal is to provide an exceptional customer experience and we ask for information from them in order to properly understand and review their case. We do regret any inconvenience Mr. has encountered in resolving this matter however since the reservation was fully used, Expedia is unable to provide a refund. Due to the issue of having been provided with a room with only one bed, I have provided Mr. with a $100 Expedia hotel coupon which he may use for a future booking. This coupon is only provided as a courtesy and is available immediately on the customer’s Expedia account. We do suggest that in the future Mr. adds the total guest staying in the room. 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 Corporate Correspondence Team
Customer Response
• Aug 13, 2019
Complaint: ***
I am rejecting this response because:
1) The Hotel has refunded the stay to Expedia and said that I am entitled to a full refund. If the hotel has refunded Expedia for the stay but Expedia won't refund me. That seems oddly unfair. Here is the email message from the hotel: ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
2) There is audio recording that states the $200 coupon was initially given instead of the $100. I have proof that it was stated as such and they never honored it. They never addressed that issue. Your group refuses to look into that and I have asked countless times.
3) I have spent countless hours on the phone and there are countless messages of back and forth and the above issues still hasn't been resolved.
4) I had 6 people staying, yes but just like this reservation, people change their mind and end up not going to stay at the hotel. This was booked a month in an advance and I didn't have a final headcount until later. If we got charged more for more people, I would have happily paid for it.
I refuse to pay for the stay from Expedia if the hotel is willing to refund the entire amount. It seems absolutely unfair that Expedia won't process my refund but the hotel will. I don't even want the $200 credit, I want my full refund and off your platform. I will never use Expedia again and this is after being a gold member. I may have used vulgar language but it is not justification for making me pay for a higher priced room and making my friends sleep on the ground. The extra bed did nothing to adjust for someone sleeping on the ground. I only chose to stay at this hotel because of how close it is to the venue I was attending. Changing locations would have been absolutely stupid because I only live 40 minutes away and it was close to the venue I was attending. The whole point of booking through Expedia was to see which hotels were close and to give them a nice service revenue.
All in all, I just want my full refund that even the hotel has given it back to Expedia that they should give to me. If they refuse to do that, I hope everyone knows Expedia as the company that won't process refunds from even the hotel that the customer stays at. This is a marketplace that serves the link between the customer and the hotel and if the hotel is willing to give a refund, the marketplace should facilitate that refund to the customer. If they don't,I just think that's unfair marketplace practice.
Sincerely
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 forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel reservation refund request. Before I sent my last response we had not received approval for a refund for Mr.. We once again contacted the hotel and they have since made a correction on the name they had and have approved a full refund for Mr.. I have now processed a full refund of $331.53 and Mr. should receive the funds in his account within 3 – 7 business days depending on his financial institution. I would like to remind Mr. this refund was approved by the hotel, in the future if the hotel does not approve a refund then no amount will be returned. Regarding a $200 hotel coupon Mr. mentioned. There is no captured call recording that I reviewed in which such a coupon was mentioned. The $100 coupon that I provided is still available under Mr.’s account and is valid for one year from the month it was issued. 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 so we may assist. Sincerely, Daniel A Corporate Correspondence Team
Bait & switch. Expedia offered a room at the *** for $158/night. I booked the room through their app using “Pay Now” to get the lower rate of $158/night as opposed to the option of paying later for $224/night. However, when I checked the bill, they charged me the $224/night rate plus taxes and fees.
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 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 29, 2019, ***, or a person authorized for the Expedia account, booked two nights with the *** by *** near Cedar Point, for check in on August 3, 2019 for $509.61.
We have provided the refund requested of $132.00. The refund timeframe varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I recently found that on a single booking on Expedia, the price would be different on the checkout page than the price on the page before. I am not talking about taxes or anything else, the base price would actually change. I confirmed the amount and on the next page the amount was higher (but in small print). So I ended up paying more than what I confirmed. I took screen shots of the issue and could reproduce the situation over and over again with this single booking location and no others. The issue did not happen on any other booking (I tried to experiment). I took multiple steps to confirm this. For example. It would say "pay now $165" then when you check out the price is $208 (in small print). This is not their standard process and does not happen on other bookings. All other bookings keep the same amount when you click the pay button. I took screen shots of the exact issue and noted the exact steps to produce this "bug" or "fake price". I submitted it to Expedia and they sent me a canned response that just said "prices change all the time". They did not address the deceptive nature of this specific complaint. They did not address the fact that this only occurs on a single booking. They did not address the fact that you could return to the previous page and refresh and it still showed the lower price (so the price clearly was not changing). I then contacted them again stating that they did not address my concern and they sent me back the exact same canned response. My first impression was that is was annoying, but after their unwillingness to acknowledge make it much worse. It seem like fraud to confirm one price and then charge another. They refused to address the issue. I would have been happy if they just said it was a mistake, but instead they simply ignored the issue and charged me the higher price.
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 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 24, 2019, ***, or a person authorized for the Expedia account, booked a hotel reservation with the *** for one night with check in on August 15, 2019.
Pricing and availability are subject to change and are not guaranteed until items are booked and confirmed. Pricing is provided by the vendor, Expedia may not override the pricing, and the pricing agreed to at the time a purchase is completed is final.
At the time of booking, the website Terms of Use were provided and accepted by the customer They include:
You authorize the Expedia Companies to book reservations for the total reservation price, which includes the room rate displayed on the Website, plus tax recovery charges, service fees, and where applicable, taxes on the Expedia Companies' services. You agree that your credit card will be charged by the Expedia Companies for the total reservation price. Upon submitting your reservation request you authorize the Expedia Companies, including Travelscape, LLC, to facilitate hotel reservations on your behalf, including making payment arrangements with hotel suppliers.
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, the Expedia Companies and Expedia Partners do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Expedia, Inc. expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty.
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.
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 28, 2019
Thank you for letting me respond. I apologize for missing first notification.
Here is my response.
On 8/6/2019 I complained that Expedia charged an amount different than the one that was advertised. I believe this is a bug in their website and I took screen shots to show exactly how to cause the problem. The end result is that the consumer (me) is charged a much higher amount after agreeing to a different amount. I sent full details of this including screen shots and directions to fully recreated the false charge. The responded to both of my inquiries with a canned response that in no way indicated that they looked at what I reported. I assume a computer auto responded. The response had nothing to do with what I was sending them. After two attempts directly to Expedia in which they sent me the exact same computer response that did not acknowledge my issue at all, I filled out the complaint at the Revdex.com. The Revdex.com form asked what my desired outcome was and I stated “I would like a real person to address my issue and look into the issue. They were unwilling to do this by contacting them directly, so I have submitted this complaint.” Expedia responded to the Revdex.com with a computerized response that stated I had requested a refund. Their exact wording “We understand *** Reinhard is requesting a refund.” No such request was made. And the Revdex.com can verify that. Please review both quotes above and see that they are clearly not responding to the complaints in the Revdex.com system or from consumers. This canned response and unwillingness to even address a compliant from either me or the Revdex.com is not acceptable. Please review the request from me through the Revdex.com system and then read their response. It is clear that Expedia is not willing to even acknowledge the complaint itself. This was my reason for complaining and they just did the same thing right back to the Revdex.com.
I find this action on their behalf to show zero respect for their customers or the Revdex.com process itself. If the Revdex.com is giving Expedia credit for responding to complaints when they are just sending a template that does not address the complaint itself, I think the Revdex.com should not count that as addressing the complaint. I do not think you should accept their response when it does not even acknowledge the complaint itself. There is no purpose of them responding if they are just going to send some thing that makes false claims about what the customer is asking.
On February 27th on Expedia.com we bought a two
way ticket from San Francisco to Bucharest and back from
Gdansk
to San Francisco.
Upon arrival to the Gdansk airport (and AFTER having the first suitcase sent down
the conveyor belt) we learned that our ticket does not have any luggage
allowance. As a result we had to pay $100 per each suitcase. In the end the total of $297.64
was charged on our credit card for three suitcases.
The Expedia itinerary
indicate that we have checked luggage allowance on both parts of the trip. When we asked Expedia to
refund the fees that were added to our ticket, we heard that:
We would like to inform you that we only assist customer in booking their flight itinerary. Additionally, the airline is the one who will collect any fees in your extra baggage.
The above statement contradicts the information provided on the Expedia webpage.
The documents provided by Expedia
clearly indicate that our ticket had the allowance for 23 kg luggage INCLUDED. Thus what we had
at the time of travel was not an
``extra baggage".
As it turns out SAS airlines has eight different categories of tickets. The itinerary issued by Expedia does not contain information about which category applies to the ticket booked
through them, thus obscuring the quality of the sold product. Most likely through negligence,
Expedia is responsible for misrepresenting the value of the sold ticket.
Please refund fully $297.64
that we were charged for the suitcases.
Expedia.com Response
• Aug 14, 2019
August 14, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $297.34. Our records indicate on February 27, 2019, Ms. *** or an authorized user of the Expedia account booked a multiple destination flight departing June 29, 2019 from San Francisco, CA, USA to Bucharest, Romania and returning on August 2, 2019 from Gdansk, Poland to San Francisco, CA, USA via ***. Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 3, 2019, Mr. called in and asked about the charges for his luggage at the airport. Our representative checked our brand site and verified the first checked baggage was free up to 23kgs and was also able to verify in the airline system that it showed $120 for first checked baggage. Our representative asked Mr. to call airlines since he was requesting a refund. Between August 3rd and 4th 2019, numerous emails were communicated between Mr. and Expedia about the baggage charges. Mr. emailed a copy of the charge receipt showing the cost of the baggage charges 1146.42PLN. Expedia responded that we contacted *** and they verified the fare booked did not included baggage allowance. Expedia also emailed Mr. advising we do not collect extra baggage fees. After further investigation on August 14, 2019, Expedia reviewed the confirmation itinerary and it stated that the first bag would be free up to 23kg. We contacted *** and they advised they charged for baggage on the return flight and charged for 3 bags. Expedia issued a refund for $297.64 to the original card that was charged for the reservation. The refund should appear on the card in three to seven business days. A refund receipt was sent to the email address on file. Please accept our apology for any inconvenience this may have caused, *** did not show that the first bag was from on the return flight as our confirmation showed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Customer Response
• 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.
DO NOT EVER use EXPEDIA!!!!!!! Booked 8/10/19-8/11/19 *** for a Concert. Booked for dates above...2 people....I have traveled the world...know to double check itinerary and all fees and waivers!!! When my confirmation came 2 mins later it stated stay dates 1/26/20-1/27/20 2 BEDS FOR 1 PERSON!!!!!! Immediately called Hotel who stated we CANT HELP YOU SINCE YOU BOOKED THROUGH EXPEDIA also stated they have endless complaints and scams concerning Expedia. Called Expedia...automated system only which allowed me to cancel but losing All of the money I paid. They emailed me "It's Not too late...I have 24 hours from booking to pay $9.00 additional to cancel reservation" I printed out the 7 pages of fine print which still would NOT have allowed me to cancel with a refund....more fraud!!! There are over 3000 complaints of the same complaint!!!!!! Why are they Not shut down???? Social Media is a beautiful thing!!! I will post Buyer Beware of this search engine and have everyone I know to repost.....and their friends repost etc........
We booked a flight on Expedia (Bermuda to Miami, return, 2 persons, 450$ each) and realized a few days later that there were two bookings in our account. After checking, it turned out that two confirmation emails had been sent for the same booking, within 3 minutes of each other, on the day of the booking. We are 100% sure that we did not initiate the same booking twice; we only booked once and the booking went through without any issues. We must assume that this was due to a system error (in particular, as the time between the two confirmation emails was so short). (We saw later that we had also received two confirmation emails for another flight that we booked the same evening, but upon contacting customer service, it turned out that Expedia had automatically cancelled one as it was identified as a duplicate booking - we hadn't double book that one either!!!).
Upon contacting Expedia, it was confirmed that there are indeed two identical bookings for the same flight. However, we were told that we must have mistakenly made the booking ourselves. Expedia mentioned the times at which the bookings were registered in their system (one in the morning and one in the evening of a particular day) and concluded that this could not have been due to a system error, but must have been our own fault. However, the times stated by them were one week after we had received the confirmation emails, which means that they cannot have been correct/truthful.
After pointing this out and requesting a resolution (meaning a refund), we never heard back from customer service and any further emails were just ignored.
Expedia.com Response
• Aug 13, 2019
August 13, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $911.68.
Our records indicate on July 3, 2019, Mr. or an authorized user of the Expedia account booked two combined one-way tickets departing on October 25, 2019 departing from St. George's, Bermuda to Miami, FL and returning on November 4, 2019 from Miami, FL to St. George's, Bermuda via ***. A confirmation email was sent to the email address on file on July 3, 2019; it was first opened on July 8, 2019 and reviewed 13 times. In addition, on July 3, 2019, Mr. or an authorized user of the Expedia account also booked two combined one-way tickets departing on October 25, 2019 departing from St. George's, Bermuda to Miami, FL and returning on November 4, 2019 from Miami, FL to St. George's, Bermuda via ***. A confirmation email was sent to the email address on file on July 3, 2019; it was first opened on July 8, 2019 and reviewed 15 times.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 6, 2019, Mr. contacted Expedia to make sure he only had one booking. Expedia replied as follows: “Looking on your Expedia account using these itinerary ***, ***, we checked and verified that this two are confirmed flight reservation with *** going to Miami this coming October 25, 2019. Please be advised that you booked a Basic Economy fare on both flights. The benefit is that Basic Economy is a very low fare. With that comes some limitations such as no advanced seat assignment, and some baggage limitations or charges. This low fare does not allow for changes or cancellations outside of the 24 hours cancel timeframe”. From July 8, 2019 through July 23, 2019, there were numerous email communications. Mr. trying to make sure he only had only one reservation booked with Expedia. Expedia emailed Mr. on numerous occasions advising duplicate reservations were created under two itinerary numbers.
After further review of Mr. account and reservations on August 13, 2019, Expedia was able to verify in our back-office system that Mr. made two duplicate reservations on July 3, 2019. Expedia contacted *** and was advised that a $75.00 penalty per ticket was applicable to each ticket for refunding as a duplicate. Each of the itineraries were booked by Mr. within minutes of one another and confirmation itineraries were emailed to the email address on file. The October 25, 2019, departure tickets *** and *** were $272.32 less the $75.00 per ticket penalty, the refund is $197.32 per ticket. The November 4, 2019, return tickets *** and *** were $180.70 per ticket less the $75.00 penalty the refund is $105.70 per ticket. The total refund for all four tickets is $606.04. The refund has been refunded to the *** card ending *** and shall appear in seven to ten business days. The itinerary *** has been cancelled, Mr. active and valid itinerary is ***, there have not been any changes.
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.
At the time Mr. completed his 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. *** 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 per *** the refunds have been issued on the duplicate tickets less *** $75.00 penalty per ticket for a total of $606.04.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
Expedia.com Response
• Dec 09, 2019
December 2, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $211.40.Our records indicate on July 3, 2019, Mr. or an authorized user of the Expedia account booked two combined one-way tickets departing on October 25, 2019 departing from St. George's, Bermuda to Miami, FL and returning on November 4, 2019 from Miami, FL to St. George's, Bermuda via ***. A confirmation email was sent to the email address on file on July 3, 2019; it was first opened on July 8, 2019 and reviewed 13 times. In addition, on July 3, 2019, Mr. or an authorized user of the Expedia account also booked two combined one-way tickets departing on October 25, 2019 departing from St. George's, Bermuda to Miami, FL and returning on November 4, 2019 from Miami, FL to St. George's, Bermuda via ***. A confirmation email was sent to the email address on file on July 3, 2019; it was first opened on July 8, 2019 and reviewed 15 times.Upon receipt of Mr. Luber’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 6, 2019, Mr. contacted Expedia to make sure he only had one booking. Expedia replied as follows: “Looking on your Expedia account using these itinerary ***, ***, we checked and verified that this two are confirmed flight reservation with *** going to Miami this coming October 25, 2019. Please be advised that you booked a Basic Economy fare on both flights. The benefit is that Basic Economy is a very low fare. With that comes some limitations such as no advanced seat assignment, and some baggage limitations or charges. This low fare does not allow for changes or cancellations outside of the 24 hours cancel timeframe”. From July 8, 2019 through July 23, 2019, there were numerous email communications. Mr. trying to make sure he only had only one reservation booked with Expedia. Expedia emailed Mr. on numerous occasions advising duplicate reservations were created under two itinerary numbers. On August 13, 2019, Expedia was able to verify in our back-office system that Mr. made two duplicate reservations on July 3, 2019. Expedia contacted *** and was advised that a $75.00 penalty per ticket was applicable to each ticket for refunding as a duplicate. Each of the itineraries were booked by Mr. within minutes of one another and confirmation itineraries were emailed to the email address on file. The October 25, 2019, departure tickets *** and *** were $272.32 less the $75.00 per ticket penalty, the refund is $197.32 per ticket. The November 4, 2019, return tickets *** and *** were $180.70 per ticket less the $75.00 penalty the refund is $105.70 per ticket. The total refund for all four tickets is $606.04. The refund has been refunded to the *** card ending *** and shall appear in seven to ten business days. The itinerary *** has been cancelled, Mr. active and valid itinerary is ***, there have not been any changes.On September 25, 2019 and on November 20, 2019. Mr. emailed Expedia advising he has not received the refund for two ticket for $105.70 each. Expedia responded to the September email advising that the refund was previously processed and advised it would take up to eight weeks to reflect on his account. There was no response to the November 20, 2019 email.After further review of Mr. account and reservations Expedia contacted *** on December 2, 2019. *** advised that they issued a refund on August 12, 2019 but it was issued for the incorrect amount they voided it. *** authorized Expedia to resubmit the refund without any additional penalty as long as it was issued today. I called and had our Refund Department issue the refund for $105.70 for each ticket for a total of $211.40. The refund should appear on the customer next bill statement.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. At the time Mr. completed his 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. *** 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. 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
• Dec 09, 2019
Complaint: ***I am rejecting this response because: we still haven't received the payment of $211. Once we finally receive it, we are happy to let this go. Sincerely
I booked a hotel room through Expedia on 6/21/19 to stay at the ***. I was denied my stay at checkin because I am not 21, but my stay included someone that was 21. The room was paid for on my card so they denied me the ability to checkin. The hotel refuses to refund me my money because they state that Expedia is at fault for not disclosing the minimum age for checkin upon booking. Expedia has reached out to the hotel to request a refund as well and the hotel refuses. I received an email from Expedia upon booking that doesn't mention anything related to a minimum age for checkin under the hotel details. This is something that should be disclosed at booking.
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 forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a hotel refund request. On June 21, 2019, the customer self-booked a hotel reservation for one night via itinerary number ***. The total amount paid for the night was $140.33USD. We understand from Ms. complaint when she arrived at the hotel she was not allowed to check-in because the minimum check-in age set by the hotel is 21. Ms. mentioned she is 19. Ms. is requesting a full refund and mentions the hotel told her Expedia is at fault for not disclosing the minimum age for check-in. As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below. I have attached two screenshots. The first screenshot shows the minimum check-in age as shown on our site. The second screenshot shows that Ms. acknowledged that she had read and accepted Rules & Restrictions, the Terms of Use and Privacy Policy before completing the booking. I have posted a portion of the Terms of Use below. SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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. 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. Expedia has reviewed all of the customer’s concerns. We contacted the hotel multiple times inquiring on this case and advocated on Ms.’s behalf. The hotel has not authorized a refund. We have determined no refund will be provided since Ms. accepted the terms before completing the booking. 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 by phone. Sincerely, Daniel A Customer Correspondence Team
I booked a hotel room for Mesa, Arizona, through Expedia from Aug. 8-Aug 14 on the evening of Aug. 4. On the morning of August 5, I found out my employer would be putting me in a different hotel from Aug. 11-16 in downtown Phoenix. I called to cancel 3 nights of the booking. I was then informed the booking was non-refundable. Only time I have ever seen a booking not be allowed to be canceled in the first 24 hours. Expedia said they would call the hotel and it was up to the hotel to allow a cancellation and refund. I was told by the Expedia agent that the hotel denied the refund. I contacted the hotel directly, the hotel manager told me they are not responsible for the refund, but it is up to Expedia to cancel the booking and offer a refund. I contacted Expedia again, told them what the hotel said, and they told me again that the hotel approves refunds. I was being told two different, conflicting policies. This was my first time booking through Expedia. I was unaware it was non-refundable bookings. If it was listed during the booking, it was not made clearly visible. This is unscrupulous business practices.
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 hotel reservations. We understand *** is requesting a refund.
Our records indicate on August 4, 2019, ***, or a person authorized for the Expedia account, self-booked two rooms with the ***. One room was for check in on August 8, 2019 and check out on August 11, 2019. The other room was for check in on August 11, 2019 and check out on August 14, 2019.
At the time of booking the terms and conditions were provided and accepted. They stated that the rate and reservation selected are nonrefundable with no changes allowed.
We understand that our customer contacted Expedia requesting to cancel or change the reservation. We contacted the hotel to advocate on behalf of the customer, but a waiver was not available. Expedia is not able to provide a refund or compensation for cancellation fees incurred by our customer.
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:
Expedia is lying about their part. Yes, they contacted the hotel. They told me that only the hotel could offer the refund, not Expedia. They contacted the hotel and refused to put me in a conference call so I could hear what was discussed. They told me the hotel refused.
I then contacted the hotel directly. The hotel told me that since the money goes through Expedia, only Expedia can cancel/change the reservation and issue a refund. This is more believable since Expedia was paid the money.
Expedia refuses to provide an adequate resolution. They are dishonest, insincere, and unclear in their conditions. I do not expect any compensation from such a shady company, but I want their shady business practices to be known in order to warn other unsuspecting consumers.
Booked travel with Expedia. Purchased insurance that guarantees 100% refund for any reason. Had to cancel and Expedia advised they couldn't issue refund on the 4 return flights. If the policy is 100% for any reason why was I not refunded the full amount? Buyer beware I spent 1.5 hours on the phone. This is a scam if there ever was one. Consumers need to be aware. Signed livid consumer!
Expedia.com Response
• Aug 12, 2019
August 12, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 $1234.44.Our records indicate on April 15, 2019, Ms. or an authorized user of the Expedia account booked four combined one-way tickets departing on August 30, 2019 from Louisville, KY to Cancun, Quintana Roo, Mexico and returning on September 3, 2019 from Cancun, Quintana Roo, Mexico to Louisville, KY; along with a four night, two room hotel stay at *** and the Package Protection Plan via ***. A confirmation email was sent to the email address on file; it has not been opened or review. Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 4, 2019, Ms. called in to cancel reservation using protection. Our representative advised she booked a combined one way and that the cancellation policy was different for each. On August 5, 2019, Ms. called in to cancel her reservation using the protection but she booked combined one ways and each has a different cancellation policy. The outbound flight is in basic economy, the return flight is in economy, our representative advised the protection would cover one part, Ms. claims a site error and informed that while she was booking the reservation the protection advised it would cover 100% of the trip, not half. She also advised that a previous reservation was cancelled and a refund was issued under itinerary ***. Our representative advised Ms. on the cancellation policies and she disagreed, she was looking for a full refund and also asked for a manager. The call was escalated and Ms. advised her trip was cancelled trip due to medical emergency. Ms. stated that there was nothing stated in the T&C for the insurance that advised she was unable to cancel using the insurance. Our representative reviewed the policy, on the outbound flight no changes are permitted and the return flight permits changes with a $200 per person change fee. Advised Ms. that she would need to go through AIG for the outbound flight, the hotel was outside of penalty. Our representative processed a refund for $2946.12 and suggested Ms. to submit a claim for the return flight with AIG and provided her their contact number and sent Ms. an email with the details. A cancellation email was sent to the email address on file; it was opened on August 4, 2019 and reviewed once.
After further review Expedia reviewed the account and reservation details on August 12, 2019, the reservation was a combined one way and each segment had its own cancellation policy. The Outbound was basic economy and no changes were allowed, the return was economy and changes were allowed after a $200 per person fee was paid. On August 4, 2019 a refund of $2946.12 was issued the the *** ending *** for the *** - Room 1: $1003.68; Room 2: $1003.68 and *** Flight *** $938.76. based on the airline policy Expedia was unable to process the refund for the return flight as a combined one way fare and only the outbound flight is able to be cancelled and refunded.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. American Airlines 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.
At the time Ms. completed her booking, she 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 for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Customer Response
• Aug 13, 2019
Complaint: ***
I am rejecting this response because: First and foremost I booked a package as per usual. I have NEVER and would Never book a one way to a foreign Country. Then book a return flight. That makes absolutely no sense. I would hope that these calls are recorded and would invite the Revdex.com to listen. The representative couldn't provide me with the policy that they stated I wasn't entitled to the return flight refund. Her response was she wasn't allowed..... Again people need to be aware before they purchase an insurance policy that states 100% refund for cancellation for any reason...
I made a reservation through Expedia on February 13, 2019, for a hotel stay that was going to be from October 15, 2019-October 17, 2019, for two people in Amsterdam. As time went by, around the month of March I needed to do an upgrade to three people instead of two, but they did not want to do it for me, so in that case I asked for a refund and they do not want to do that either. There is nowhere that it says it is non-refundable. All they did of course, was take away the money from me as fast as they could for the amount of $261.56, all I want is a solution. Now they canceled the reservation and keep the money, so no solution for me, just taking my money away. I spoke with Expedia and they do not have a solution for me and neither does the hotel, that is absurd.
Expedia.com Response
• Sep 03, 2019
September 3, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer concern from Mr. ***, Revdex.com case number *** requesting Expedia to change the date of his reservation or issue a refund for the reservation.Our records indicate, February 13, 2019, Mr. or an authorized user of the Expedia account booked a two-night hotel stay at the ***, checking in on October 15, 2019 and checking out in October 17, 2019, along with the Hotel Booking Protection Plus; via itinerary ***. A confirmation email was emailed on February 13, 2019, it has been opened and reviewed 16 times.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 2, 2019, Expedia sent an email to Mr. advising the hotel policy did not allow changes or modifications but advised we were trying to contact the hotel to verify if they would allow a change or modification. On June 3, 2019, Expedia spoke with the hotel and they denied any change to the reservation. Expedia emailed Mr. advising the hotel would not allow the modification to the reservation. Mr. then called our Customer Service Department to add one adult to the reservation. Our representative called the hotel and they asked that they call the following morning. On June 21, 2019, a cancellation confirmation email was emailed to the email address on file which advised there was no refund for cancelling the hotel reservation.
After further investigation on September 3, 2019, of the reservation, the confirmation itinerary, the notes on the account and the cancellation confirmation itinerary. The reservation is non-refundable, non-changeable per the hotel policy. The hotel cancellation and change policy appeared as follows when the reservation was being created:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Expedia is not able to honor a request to change the date of the reservation or cancel and issue a refund for the reservation based on the above listed policy. 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 booked airline tickets in March to fly to Kansas City MO from Philadelphia on 8/3/19. My family and I (2 adults with 16 month old and 5 yr old) showed up at the airport at 830 am for our flight that was at 1030 am. When we went to check in I found out my flight was canceled and rescheduled for 820 am. I had no idea that it was changed. I looked at my email when I got home and saw that an email was sent on 8/3 420 am that the flight was flying out at 820 instead. I really don't understand why I didnt receive a phone call that it was changed. The next flight that had seats to get to MO was at 846 pm. Because we are flying in late it caused issues with the car rental. My husband called *** when we got home waiting to go back to the air port and they said that Expedia was supposed to reach out since flight was booked through them. I am very upset that I wasnt better informed of the flight change. It is very difficult to travel with little kids. Now my family and I are missing out on one day of vacation bc of this issue. If I would of know the flight was changed it would of been no issue for my family and I to be at the air port at 820.
Expedia.com Response
• Aug 10, 2019
August 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on March 14, 2019, ***, or a person authorized for the Expedia account, booked a package including flights with ***, traveling from Philadelphia, PA to Kansas City, MO, departing on August 3, 2019 and returning on August 11, 2019 and a car with ***.
On April 19, 2019 the flights were affected by an airline initiated schedule change. The outbound flight time was changed from 10:30 AM to 8:20 AM.
The customer accepted to be notified of any changes via email to the email address, and text to the phone number provided, at the time of booking. On April 19, 2019 an email and text were sent advising of the schedule change made by the airline. The new timing updated to the customer’s online itinerary in the customer’s account.
As the customer was notified of the airline initiated schedule change no compensation will 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.
When I booked the hotel, I specifically confirmed that the contract only writes non-refundable not write non-changeable. As a result, I called the *** at *** to ask if they could delay their stay by one day because the plane was late and could only check in the next day, and a female supervisor named Cathy claimed that because I have ordered the room from Expedia, they cannot handle the order directly, but if Expedia agrees to change the order, there's no problem with the hotel; However, Expedia claims that they are fully following the hotel policy, so Expedia asks the hotel side to agree first. So the two sides passes the buck with each other, and I looked at their play for more than an hour and thought it was really boring, so that I asked Expedia if he could communicate directly with their supervisor, Expedia said: “Then you have to speak fluent English.” If Expedia do not want to serve people who cannot speak English, why do they have Spanish, Chinses and any other languages’ websites? As an English student, I was so angry that I can't speak, not to mention those who don't really speak fluent English.
Expedia.com Response
• Aug 10, 2019
August 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on July 25, 2019, ***, or a person authorized for the Expedia account, booked a hotel reservation for one night with the ***, checking in on August 4, 2019. The rate and reservation type selected was nonrefundable with no changes allowed.
On August 4, 2019 the customer called and requested to change the reservation from a one night stay on August 4, 2019, to a one night stay on August 5, 2019. We contacted the hotel to advocate on behalf of the customer and a waiver was not available.
As the customer accepted the terms and conditions of the rate and reservation selected, a refund or compensation is not available.
We’re sorry to hear that the customer was unable to speak to a supervisor regarding their dissatisfaction with the terms and conditions for their reservation at the time they preferred. Expedia does have supervisors available who speak Chinese.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I was trying to book a hotel for Sept 15th in Anchorage Alaska, however once I received my confirmation it said I booked it for 7/31. I then tried to resolve this with Expedia and they refused to help. I advised that I had the correct dates entered but it defaulted back to the current date. I even provided that when I tried to make the correct reservation immediately after it changed the dates back to the current date again, however I caught it in time thanks to the previous error. It is unfair that a website mistake is being held against me, especially when I turned around and made the correct reservation right away. The total I feel is owed to me is $134.16. Reading other complaints filed this seems to be a common occurrence recently and they cannot hold consumers responsible for mistakes their website is having
Expedia.com Response
• Aug 08, 2019
August 8, 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 31, 2019, ***, or a person authorized for the Expedia account, self-booked a one night stay via the Expedia.com website, with the *** by ***, for check in on July 31, 2019, for $134.16 via itinerary ***. The room rate and reservation selected was nonrefundable with no changes allowed.
We contacted the hotel to advocate on behalf of the customer. They advised that the reservation was a no show and a waiver was not available.
No errors were found with the booking process. The reservation is nonrefundable. Based on our review, 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.
Expedia up-sold me an additional unnecessary shuttle service when my package already included a more premium shuttle service. By offering me the service through their automated online system, I was given the impression it was in lieu of having to make separate arrangements. Because their system is designed to automatically sell third party services without regard for the packages they're selling, the consumer cannot be held responsible for their system shortcomings. Due to a number of other issues that happened because their system doesn't communicate well with *** as well, I had to endure a number of other challenges within my vacation that created a miserable vacation experience. I've attempted to contact Expedia to rectify the situation but my correspondence is not being acknowledged. My next move is to have the charges for the vacation removed from my account.
Expedia.com Response
• Aug 08, 2019
August 8, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a shuttle reservation. We understand Mr. is requesting a full refund of the *** reservation in the amount of $144.00.
Our records indicate that on December 24, 2019, Ms., or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** with a Combined One-Way flight. Departing on *** from Seattle, WA, to Orlando, FL, on June 24, 2019 and returning on *** July 3, 2019 with stay at the ***. Activity at *** and *** with ***: Orlando International Airport. The total cost of the reservation $10,553.14. We understand Mr. is requesting a full refund of his *** reservation as he incurred poor service from the airport to the hotel.
Upon further review, we show that the customer sent an email on July 9, 2019 stating he was the last to be dropped off to the hotel and he was not aware that he had a shuttle through ***.
We do apologize for his inconvenience; however, on Expedia’s website under the *** Lodge amenities it states there is a 24-hour airport shuttle service that is available upon request and fees may apply. Guest who wish to utilize the shuttle must make a reservation in advance through ***’*** website.
The customer never contacted Expedia prior to the completion of the booking to request assistance regarding shuttle service.
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 Mr. 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 unable to honor his request for a full refund as he used the services during travel. We encourage our customers to contact our customer service team from the hotel, if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact.
We would like to offer a $200.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue September 30, 2020 and is immediately accessible within your account. You are welcome to view the associated Terms & Conditions in the link provided below the coupon. 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.
on May 15, 2019 I tried to book a hot*** (***,Canggu) from May 17 to May 24 using Expedia.com, but after I entered all my information and credit card number I was directed to an error page that said : your booking was not completed because there are no rooms available at this hotel.
Immediately after that, I went back to the main page and started searching for different hotels. I found a hotel in the same area that I wanted (*** and I booked it from May 17 to May 24 with no problems, and I received a confirmation email with my itinerary number ***.
Later that same day I checked my bank account and I noticed that I was charged for both hotels. I then called Expedia and I explained the situation and I was advised that I needed to pick a reservation to keep and cancel the other. Since the *** was my first choice, I told the customer service rep. that I would like to keep the *** hotel, that I initially got the error trying to book, and just cancel ***.
The next day I checked my bank account again and the charge was still there. so I called again and spoke to a supervisor who then told me that they are trying to contact the hotel for the refund, but they cant get a hold of anyone because of the time difference and that it should be taking care of in a couple of hours.
After I arrived in Bali I checked again, but no refund. So I called Expedia again and I was told that the hotel refused to issue a refund. I then spoke to numerous customer service reps and supervisors trying to explain that the issue is not with the *** hotel but it's with the Expedia website while I was trying to book The ***. But unfortunately my message was not getting thru and Expedia continued to explain to me that they couldn't get anyone from *** hotel to agree to issue me a refund.
After one week of endless phone calls I finally gave up and called my bank to dispute the charge.
My bank was not able to help me.
Expedia.com Response
• Aug 13, 2019
August 13, 2019
Revdex.com
Mid-Western and Central Ohio
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a full refund request for her hotel reservation.
Our records indicate that on May 15, 2019, the customer, or an authorized user of the Expedia account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***. The hotel stay is at the ***, for a check-in May 17, 2019 and a check-out on May 24, 2019. The total cost of the reservation is $764.74.The Cancellation and change policy provided to and accepted by Mr. *** at the time of booking stated:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
We can confirm that on May 17, 2019, Mr. contacted Expedia requesting to cancel with a full refund as he received an error message during the booking process and no confirmation was sent. We provided an investigation regarding the booking process and we show that the customer confirmed the booking and reviewed the confirmation that was sent via email. We contacted the hot*** on the customer’s behalf to request an approval to waive the penalty, however, the refund was denied.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. In addition, at the time of booking Mr. agreed to Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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 Mr.’s experience was not as we would have hoped, based on the information provided above we are unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Aug 15, 2019
Complaint: ***
I am rejecting this response because:
like I explained in my complaint, the error happened while I was trying to book the *** hotel and not the *** hotel. A customer service rep was the one that confused the issue from the beginning. I had no problems booking or confirming the cancellation policy after I booked the ***. It wasn’t until I realized that the booking for the *** did in fact go thru even tho I got an error and never got confirmation while booking. That’s when I called Expedia for help. I was advised to cancel one of the bookings and get a refund and that’s what I have been trying to do for 3 month now!
We booked our *** departing on August 17-24 from Miami. WE booked with Expedia back in July 2nd. We booked and paid the two different rooms with ocean view balcony. The agent assured us that this is guaranteed. We called back yesterday to check our rooms. We were told by Expedia that we dont have ocean view balcony room. Instead, we have Board walk balcony which can be quiet busy and noisy. After this shocking findings, we had to talk to many agents and supervisors who would not admit their faults but keeps saying that there is nothing THEY CAN DO. My husband spent so much time to talk to so many different agents and supervisors. The agents at customer service try to help but their supervisors come up with cheap compensation with no sincere apology. Every time we call to resolve the solution, they will transfer us to different supervisors and not returning our phone calls!!! We just feel like this Expedia is a big Scam. They took our money and screw us up. We want our rooms to be changed back to ocean balcony as originally booked and what we have paid for.
Expedia.com Response
• Aug 08, 2019
August 8, 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 cruise booking. Our records show on July 2, 2019, Ms. booked a cruise reservation over the phone with an agent. The cruise was booked via itinerary number ***, with a trip start date of August 17th and returning August 24th, 2019. We understand from Ms. complaint she requested two Oceanview balconies and instead was booked on Boardwalk balconies. Ms. is requesting that she be changed to Oceanview balconies. Upon researching the customer’s complaint, we can confirm that during the call Ms. indeed requested Oceanview balconies and was booked on Boardwalk balconies by the agent. We were previously made aware of this issue and Ms. was offered a $100 on board credit for which may be used during the cruise. Currently no Oceanview balconies are available and Expedia is following this issue to check if any Oceanview Balconies become available. Expedia will inform Ms. immediately if any Oceanview balconies become available. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. Expedia is following this case closely in order to provide Ms. an acceptable solution and will be in contact with her regarding this case. 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 09, 2019
Revdex.com:
Hi
I recently filed the complaint of Expedia and My husband has resolved the issue. So, there is no further need to pursue this complaint. Please, drop this complaint off. Thankyou!
I booked a non-refundable room for my birthday weekend of 07/21/2019 in New Orleans. A week before I was to arrive there was a natural disaster (Hurricane/tropical storm Barry). The city of flooded and the city was evacuating. I, immediately called Expedia to go over the options of cancelling if the hotel was not able to provide service due to the weather. After being on the phone for an extended amount of time I was informed an outside team will contact to receive approval from hotel. Later that night I received an email saying it was approved by the hotel and they would process my full refund. Based on this information my friends and I cancelled our flights and other trip plans. I waited a few days and noticed my funds were not refunded. I proceeded to call several times over the course of several days talking to different reps telling me different reasoning, leaving me on hold for 30 mins+, basically giving me the run around about my refund. It was not my own account to cancel, there was a natural disaster that I had no control over, if the hotel was not able to commit to their part. I was also mislead in writing that they were processing my refund and they never were. It is not fair for me to pay for a hotel I never stayed in and was advised was cancelled after calling way in advance to handle the situation. I gave a week before my booking to have this resolved. If the customer service was not placing me on extended holds and been more knowledgeable of their job this was have been handled day 1.
Expedia.com Response
• Aug 06, 2019
August 6, 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 compensation.
Our records indicate, ***, or a person authorized for the Expedia account, booked a reservation with the *** New Orleans, for two nights, checking in on July 19, 2019.
A refund was processed for the amount of the reservation on August 6, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
Customer Response
• Aug 06, 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 the international return flight for my sister through expedia for *** with cost of $966.Then due to some reason , I had to change the return date.I called *** to change the date and they informed me to contact expedia.So I called expedia and told them that about the new date .Expedia changed the date and sent updated ticket to me via email.
Now on the day of flight, I am with my sister at airport to help her to check in.When we went to the counter, the airline representative told us that the ticket has been suspended at their end so they will not be able to board my sister and asked us to call expedia.
I called expedia and they said that the ticket is showing confirmed at their end so I should contact airlines.So we tried to contact airlines and they said contact expedia because they changed the ticket.
As a consumer my point of transaction is expedia as they sent the updated ticket.It is been more than 12 hours and still no resolution from expedia on this.Why should I be suffering in this and getting stressed about it?My sister has her admission cut off and any delay in reaching back home might jeopardy her career.
Expedia should take accountability on this .I am trusting expedia with that updated ticket .This is so unethical and un professional.I am a gold member at Expedia but still such mental trauma and no resolution.
Expedia.com Response
• Aug 07, 2019
August 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting compensation.
We understand from the customer’s complaint that they were unable to take the return flight as expected and had to purchase a new flight. We ask that the customer provide all documentation they would like us to consider, including a receipt for the new flight purchased.
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 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 documentation from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
We have provided a refund of $677.30 to the original form of payment. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate 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.
My sister called me Friday July 26th to tell me they are taking my partial paralyzed mother to the ER whom suffers from Neuromyelitis Optica Spectrum Disorder (NMOSD). I called Expedia on the same day July 26th while on my way to ***. I explained to the customer service representative that I have to cancel my vacation due to my mother’s unexpected ER visit. She put me on hold and called *** who manages ***; they told her that I cannot receive a refund nor change my vacation date and suggested for me to call the resort myself. I wasn’t able to call *** till Sunday July 28th due to the stress triggering my Lupus which caused me to take heavy medication. The lady mentioned that if my reservation was made through Expedia they cannot help me and I should call Expedia back. Which I did; they again said that *** is the one that needs to approve refund. I’m tired of getting the run around from both business! The lack of compassion from both Expedia & *** for unexpected emergency health issues aggravates me! I will NEVER use Expedia nor stay with *** ever again!
Expedia.com Response
• Aug 08, 2019
August 8, 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 February 11, 2019, ***, or a person authorized for the Expedia account, booked four nights with the *** by *** for check in on July 27, 2019. The rate and reservation selected was nonrefundable with no changes allowed.
On July 26, 2019 the customer contacted Expedia to cancel the reservation and said there were extenuating circumstances. We contacted the resort and advocated on behalf of the customer. The resort advised that documentation could be provided to them for consideration.
On August 8, 2019 a full refund was processed. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
Customer Response
• Aug 09, 2019
Revdex.com:
I finally spoke to someone in Corporate level at Expedia on 8/08. She heard me out and excepted my proof of documents. Although *** @ *** refused to except my proof of health emergency, Expedia had compassion and emailed me a full refund on 8/08. No need to move forward with Expedia. *** however are money hungry terds!
I booked a first class trip from New York - San Francisco with travel insurance, on ***. When I needed to cancel the trip, I was advised by Expedia that I couldn’t get a refund for the airfare, but if I paid an additional $125.00 per ticket, I would then receive a travel voucher for future use, within a one year period.
I will never use Expedia again.
1) Expedia charged me for the wrong room at a *** in Palo Alto, I was charged for 2 king beds when I got 1 king bed and they said they would give me $200 dollar voucher for the issue; even though that doesn't solve anything. Never got the voucher, per their recording
2) *** agreed to give me a refund but I can only get a full refund from Expedia and Expedia has made no attempt whatsoever to collect the refund so now I am still paying for a 2 king bed room when I got a 1 king bed. (my friends actually slept on the follow) Even the manager at the hotel thought that it was unfair.
3) I have spent countless hours talking to customer service who at least promised to resolve things with the hotel when they have made no attempt. Even to come back to me and say the hotel isn't willing to offer that even though I have documentation that says the hotel is willing to refund me. They never actually gave me my $200 voucher and they now have lowered to $50. They made a promise when the room was wrong the day of and they did not fulfill it. Absolutely the worst service for a marketplace that I have ever received. In fact, I'm actually a gold member and this is the first problem I have ever encountered with them and you can be sure that I never use their service every again.
August 13, 2019 Revdex.com Expedia – Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *** Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you. Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel refund request. On June 18, 2019, Mr. self-booked a hotel reservation on our website for one guest for one night and paid $331.53. The check-in date was set for Saturday, July 13, 2019. We understand from Mr.’s complaint, he selected a room with multiple beds and was only provided with a room which had one bed. Mr. is requesting a full refund of $331.53. Upon researching the customer’s complaint, we can confirm that Mr. actually had a total of six guests stay in the room and fully used the reservation for the night. Mr. contacted Expedia by phone and complained about the issue the same day. The Expedia agent asked if Mr. possibly preferred to be relocated to a different hotel. Mr. mentioned he did not want to be moved around and instead accepted a rollaway bed from the hotel. On August 3, 2019, Mr. was contacted by an agent from our corporate department who inquired about the stay. Mr. did not want to provide information regarding the case and used foul and vulgar language towards the agent. We would like to remind Mr. that our goal is to provide an exceptional customer experience and we ask for information from them in order to properly understand and review their case. We do regret any inconvenience Mr. has encountered in resolving this matter however since the reservation was fully used, Expedia is unable to provide a refund. Due to the issue of having been provided with a room with only one bed, I have provided Mr. with a $100 Expedia hotel coupon which he may use for a future booking. This coupon is only provided as a courtesy and is available immediately on the customer’s Expedia account. We do suggest that in the future Mr. adds the total guest staying in the room. 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 Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
1) The Hotel has refunded the stay to Expedia and said that I am entitled to a full refund. If the hotel has refunded Expedia for the stay but Expedia won't refund me. That seems oddly unfair. Here is the email message from the hotel: ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
2) There is audio recording that states the $200 coupon was initially given instead of the $100. I have proof that it was stated as such and they never honored it. They never addressed that issue. Your group refuses to look into that and I have asked countless times.
3) I have spent countless hours on the phone and there are countless messages of back and forth and the above issues still hasn't been resolved.
4) I had 6 people staying, yes but just like this reservation, people change their mind and end up not going to stay at the hotel. This was booked a month in an advance and I didn't have a final headcount until later. If we got charged more for more people, I would have happily paid for it.
I refuse to pay for the stay from Expedia if the hotel is willing to refund the entire amount. It seems absolutely unfair that Expedia won't process my refund but the hotel will. I don't even want the $200 credit, I want my full refund and off your platform. I will never use Expedia again and this is after being a gold member. I may have used vulgar language but it is not justification for making me pay for a higher priced room and making my friends sleep on the ground. The extra bed did nothing to adjust for someone sleeping on the ground. I only chose to stay at this hotel because of how close it is to the venue I was attending. Changing locations would have been absolutely stupid because I only live 40 minutes away and it was close to the venue I was attending. The whole point of booking through Expedia was to see which hotels were close and to give them a nice service revenue.
All in all, I just want my full refund that even the hotel has given it back to Expedia that they should give to me. If they refuse to do that, I hope everyone knows Expedia as the company that won't process refunds from even the hotel that the customer stays at. This is a marketplace that serves the link between the customer and the hotel and if the hotel is willing to give a refund, the marketplace should facilitate that refund to the customer. If they don't,I just think that's unfair marketplace practice.
Sincerely
August 19, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from ***. Expedia, Inc. is once again responding to the consumer complaint from Mr. (Revdex.com complaint #***) regarding a hotel reservation refund request. Before I sent my last response we had not received approval for a refund for Mr.. We once again contacted the hotel and they have since made a correction on the name they had and have approved a full refund for Mr.. I have now processed a full refund of $331.53 and Mr. should receive the funds in his account within 3 – 7 business days depending on his financial institution. I would like to remind Mr. this refund was approved by the hotel, in the future if the hotel does not approve a refund then no amount will be returned. Regarding a $200 hotel coupon Mr. mentioned. There is no captured call recording that I reviewed in which such a coupon was mentioned. The $100 coupon that I provided is still available under Mr.’s account and is valid for one year from the month it was issued. 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 so we may assist. Sincerely, Daniel A Corporate Correspondence Team
Bait & switch. Expedia offered a room at the *** for $158/night. I booked the room through their app using “Pay Now” to get the lower rate of $158/night as opposed to the option of paying later for $224/night. However, when I checked the bill, they charged me the $224/night rate plus taxes and fees.
August 14, 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 29, 2019, ***, or a person authorized for the Expedia account, booked two nights with the *** by *** near Cedar Point, for check in on August 3, 2019 for $509.61.
We have provided the refund requested of $132.00. The refund timeframe varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
I recently found that on a single booking on Expedia, the price would be different on the checkout page than the price on the page before. I am not talking about taxes or anything else, the base price would actually change. I confirmed the amount and on the next page the amount was higher (but in small print). So I ended up paying more than what I confirmed. I took screen shots of the issue and could reproduce the situation over and over again with this single booking location and no others. The issue did not happen on any other booking (I tried to experiment). I took multiple steps to confirm this. For example. It would say "pay now $165" then when you check out the price is $208 (in small print). This is not their standard process and does not happen on other bookings. All other bookings keep the same amount when you click the pay button. I took screen shots of the exact issue and noted the exact steps to produce this "bug" or "fake price". I submitted it to Expedia and they sent me a canned response that just said "prices change all the time". They did not address the deceptive nature of this specific complaint. They did not address the fact that this only occurs on a single booking. They did not address the fact that you could return to the previous page and refresh and it still showed the lower price (so the price clearly was not changing). I then contacted them again stating that they did not address my concern and they sent me back the exact same canned response. My first impression was that is was annoying, but after their unwillingness to acknowledge make it much worse. It seem like fraud to confirm one price and then charge another. They refused to address the issue. I would have been happy if they just said it was a mistake, but instead they simply ignored the issue and charged me the higher price.
August 14, 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 24, 2019, ***, or a person authorized for the Expedia account, booked a hotel reservation with the *** for one night with check in on August 15, 2019.
Pricing and availability are subject to change and are not guaranteed until items are booked and confirmed. Pricing is provided by the vendor, Expedia may not override the pricing, and the pricing agreed to at the time a purchase is completed is final.
At the time of booking, the website Terms of Use were provided and accepted by the customer They include:
You authorize the Expedia Companies to book reservations for the total reservation price, which includes the room rate displayed on the Website, plus tax recovery charges, service fees, and where applicable, taxes on the Expedia Companies' services. You agree that your credit card will be charged by the Expedia Companies for the total reservation price. Upon submitting your reservation request you authorize the Expedia Companies, including Travelscape, LLC, to facilitate hotel reservations on your behalf, including making payment arrangements with hotel suppliers.
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, the Expedia Companies and Expedia Partners do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Expedia, Inc. expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty.
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.
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 letting me respond. I apologize for missing first notification.
Here is my response.
On 8/6/2019 I complained that Expedia charged an amount different than the one that was advertised. I believe this is a bug in their website and I took screen shots to show exactly how to cause the problem. The end result is that the consumer (me) is charged a much higher amount after agreeing to a different amount. I sent full details of this including screen shots and directions to fully recreated the false charge. The responded to both of my inquiries with a canned response that in no way indicated that they looked at what I reported. I assume a computer auto responded. The response had nothing to do with what I was sending them. After two attempts directly to Expedia in which they sent me the exact same computer response that did not acknowledge my issue at all, I filled out the complaint at the Revdex.com. The Revdex.com form asked what my desired outcome was and I stated “I would like a real person to address my issue and look into the issue. They were unwilling to do this by contacting them directly, so I have submitted this complaint.” Expedia responded to the Revdex.com with a computerized response that stated I had requested a refund. Their exact wording “We understand *** Reinhard is requesting a refund.” No such request was made. And the Revdex.com can verify that. Please review both quotes above and see that they are clearly not responding to the complaints in the Revdex.com system or from consumers. This canned response and unwillingness to even address a compliant from either me or the Revdex.com is not acceptable. Please review the request from me through the Revdex.com system and then read their response. It is clear that Expedia is not willing to even acknowledge the complaint itself. This was my reason for complaining and they just did the same thing right back to the Revdex.com.
I find this action on their behalf to show zero respect for their customers or the Revdex.com process itself. If the Revdex.com is giving Expedia credit for responding to complaints when they are just sending a template that does not address the complaint itself, I think the Revdex.com should not count that as addressing the complaint. I do not think you should accept their response when it does not even acknowledge the complaint itself. There is no purpose of them responding if they are just going to send some thing that makes false claims about what the customer is asking.
Thank you for helping…
Sincerely
On February 27th on Expedia.com we bought a two
way ticket from San Francisco to Bucharest and back from
Gdansk
to San Francisco.
Upon arrival to the Gdansk airport (and AFTER having the first suitcase sent down
the conveyor belt) we learned that our ticket does not have any luggage
allowance. As a result we had to pay $100 per each suitcase. In the end the total of $297.64
was charged on our credit card for three suitcases.
The Expedia itinerary
indicate that we have checked luggage allowance on both parts of the trip. When we asked Expedia to
refund the fees that were added to our ticket, we heard that:
We would like to inform you that we only assist customer in booking their flight itinerary. Additionally, the airline is the one who will collect any fees in your extra baggage.
The above statement contradicts the information provided on the Expedia webpage.
The documents provided by Expedia
clearly indicate that our ticket had the allowance for 23 kg luggage INCLUDED. Thus what we had
at the time of travel was not an
``extra baggage".
As it turns out SAS airlines has eight different categories of tickets. The itinerary issued by Expedia does not contain information about which category applies to the ticket booked
through them, thus obscuring the quality of the sold product. Most likely through negligence,
Expedia is responsible for misrepresenting the value of the sold ticket.
Please refund fully $297.64
that we were charged for the suitcases.
August 14, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $297.34. Our records indicate on February 27, 2019, Ms. *** or an authorized user of the Expedia account booked a multiple destination flight departing June 29, 2019 from San Francisco, CA, USA to Bucharest, Romania and returning on August 2, 2019 from Gdansk, Poland to San Francisco, CA, USA via ***. Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 3, 2019, Mr. called in and asked about the charges for his luggage at the airport. Our representative checked our brand site and verified the first checked baggage was free up to 23kgs and was also able to verify in the airline system that it showed $120 for first checked baggage. Our representative asked Mr. to call airlines since he was requesting a refund. Between August 3rd and 4th 2019, numerous emails were communicated between Mr. and Expedia about the baggage charges. Mr. emailed a copy of the charge receipt showing the cost of the baggage charges 1146.42PLN. Expedia responded that we contacted *** and they verified the fare booked did not included baggage allowance. Expedia also emailed Mr. advising we do not collect extra baggage fees. After further investigation on August 14, 2019, Expedia reviewed the confirmation itinerary and it stated that the first bag would be free up to 23kg. We contacted *** and they advised they charged for baggage on the return flight and charged for 3 bags. Expedia issued a refund for $297.64 to the original card that was charged for the reservation. The refund should appear on the card in three to seven business days. A refund receipt was sent to the email address on file. Please accept our apology for any inconvenience this may have caused, *** did not show that the first bag was from on the return flight as our confirmation showed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
DO NOT EVER use EXPEDIA!!!!!!! Booked 8/10/19-8/11/19 *** for a Concert. Booked for dates above...2 people....I have traveled the world...know to double check itinerary and all fees and waivers!!! When my confirmation came 2 mins later it stated stay dates 1/26/20-1/27/20 2 BEDS FOR 1 PERSON!!!!!! Immediately called Hotel who stated we CANT HELP YOU SINCE YOU BOOKED THROUGH EXPEDIA also stated they have endless complaints and scams concerning Expedia. Called Expedia...automated system only which allowed me to cancel but losing All of the money I paid. They emailed me "It's Not too late...I have 24 hours from booking to pay $9.00 additional to cancel reservation" I printed out the 7 pages of fine print which still would NOT have allowed me to cancel with a refund....more fraud!!! There are over 3000 complaints of the same complaint!!!!!! Why are they Not shut down???? Social Media is a beautiful thing!!! I will post Buyer Beware of this search engine and have everyone I know to repost.....and their friends repost etc........
We booked a flight on Expedia (Bermuda to Miami, return, 2 persons, 450$ each) and realized a few days later that there were two bookings in our account. After checking, it turned out that two confirmation emails had been sent for the same booking, within 3 minutes of each other, on the day of the booking. We are 100% sure that we did not initiate the same booking twice; we only booked once and the booking went through without any issues. We must assume that this was due to a system error (in particular, as the time between the two confirmation emails was so short). (We saw later that we had also received two confirmation emails for another flight that we booked the same evening, but upon contacting customer service, it turned out that Expedia had automatically cancelled one as it was identified as a duplicate booking - we hadn't double book that one either!!!).
Upon contacting Expedia, it was confirmed that there are indeed two identical bookings for the same flight. However, we were told that we must have mistakenly made the booking ourselves. Expedia mentioned the times at which the bookings were registered in their system (one in the morning and one in the evening of a particular day) and concluded that this could not have been due to a system error, but must have been our own fault. However, the times stated by them were one week after we had received the confirmation emails, which means that they cannot have been correct/truthful.
After pointing this out and requesting a resolution (meaning a refund), we never heard back from customer service and any further emails were just ignored.
August 13, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $911.68.
Our records indicate on July 3, 2019, Mr. or an authorized user of the Expedia account booked two combined one-way tickets departing on October 25, 2019 departing from St. George's, Bermuda to Miami, FL and returning on November 4, 2019 from Miami, FL to St. George's, Bermuda via ***. A confirmation email was sent to the email address on file on July 3, 2019; it was first opened on July 8, 2019 and reviewed 13 times. In addition, on July 3, 2019, Mr. or an authorized user of the Expedia account also booked two combined one-way tickets departing on October 25, 2019 departing from St. George's, Bermuda to Miami, FL and returning on November 4, 2019 from Miami, FL to St. George's, Bermuda via ***. A confirmation email was sent to the email address on file on July 3, 2019; it was first opened on July 8, 2019 and reviewed 15 times.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 6, 2019, Mr. contacted Expedia to make sure he only had one booking. Expedia replied as follows: “Looking on your Expedia account using these itinerary ***, ***, we checked and verified that this two are confirmed flight reservation with *** going to Miami this coming October 25, 2019. Please be advised that you booked a Basic Economy fare on both flights. The benefit is that Basic Economy is a very low fare. With that comes some limitations such as no advanced seat assignment, and some baggage limitations or charges. This low fare does not allow for changes or cancellations outside of the 24 hours cancel timeframe”. From July 8, 2019 through July 23, 2019, there were numerous email communications. Mr. trying to make sure he only had only one reservation booked with Expedia. Expedia emailed Mr. on numerous occasions advising duplicate reservations were created under two itinerary numbers.
After further review of Mr. account and reservations on August 13, 2019, Expedia was able to verify in our back-office system that Mr. made two duplicate reservations on July 3, 2019. Expedia contacted *** and was advised that a $75.00 penalty per ticket was applicable to each ticket for refunding as a duplicate. Each of the itineraries were booked by Mr. within minutes of one another and confirmation itineraries were emailed to the email address on file. The October 25, 2019, departure tickets *** and *** were $272.32 less the $75.00 per ticket penalty, the refund is $197.32 per ticket. The November 4, 2019, return tickets *** and *** were $180.70 per ticket less the $75.00 penalty the refund is $105.70 per ticket. The total refund for all four tickets is $606.04. The refund has been refunded to the *** card ending *** and shall appear in seven to ten business days. The itinerary *** has been cancelled, Mr. active and valid itinerary is ***, there have not been any changes.
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.
At the time Mr. completed his 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. *** 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 per *** the refunds have been issued on the duplicate tickets less *** $75.00 penalty per ticket for a total of $606.04.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
December 2, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $211.40.Our records indicate on July 3, 2019, Mr. or an authorized user of the Expedia account booked two combined one-way tickets departing on October 25, 2019 departing from St. George's, Bermuda to Miami, FL and returning on November 4, 2019 from Miami, FL to St. George's, Bermuda via ***. A confirmation email was sent to the email address on file on July 3, 2019; it was first opened on July 8, 2019 and reviewed 13 times. In addition, on July 3, 2019, Mr. or an authorized user of the Expedia account also booked two combined one-way tickets departing on October 25, 2019 departing from St. George's, Bermuda to Miami, FL and returning on November 4, 2019 from Miami, FL to St. George's, Bermuda via ***. A confirmation email was sent to the email address on file on July 3, 2019; it was first opened on July 8, 2019 and reviewed 15 times.Upon receipt of Mr. Luber’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 6, 2019, Mr. contacted Expedia to make sure he only had one booking. Expedia replied as follows: “Looking on your Expedia account using these itinerary ***, ***, we checked and verified that this two are confirmed flight reservation with *** going to Miami this coming October 25, 2019. Please be advised that you booked a Basic Economy fare on both flights. The benefit is that Basic Economy is a very low fare. With that comes some limitations such as no advanced seat assignment, and some baggage limitations or charges. This low fare does not allow for changes or cancellations outside of the 24 hours cancel timeframe”. From July 8, 2019 through July 23, 2019, there were numerous email communications. Mr. trying to make sure he only had only one reservation booked with Expedia. Expedia emailed Mr. on numerous occasions advising duplicate reservations were created under two itinerary numbers. On August 13, 2019, Expedia was able to verify in our back-office system that Mr. made two duplicate reservations on July 3, 2019. Expedia contacted *** and was advised that a $75.00 penalty per ticket was applicable to each ticket for refunding as a duplicate. Each of the itineraries were booked by Mr. within minutes of one another and confirmation itineraries were emailed to the email address on file. The October 25, 2019, departure tickets *** and *** were $272.32 less the $75.00 per ticket penalty, the refund is $197.32 per ticket. The November 4, 2019, return tickets *** and *** were $180.70 per ticket less the $75.00 penalty the refund is $105.70 per ticket. The total refund for all four tickets is $606.04. The refund has been refunded to the *** card ending *** and shall appear in seven to ten business days. The itinerary *** has been cancelled, Mr. active and valid itinerary is ***, there have not been any changes.On September 25, 2019 and on November 20, 2019. Mr. emailed Expedia advising he has not received the refund for two ticket for $105.70 each. Expedia responded to the September email advising that the refund was previously processed and advised it would take up to eight weeks to reflect on his account. There was no response to the November 20, 2019 email.After further review of Mr. account and reservations Expedia contacted *** on December 2, 2019. *** advised that they issued a refund on August 12, 2019 but it was issued for the incorrect amount they voided it. *** authorized Expedia to resubmit the refund without any additional penalty as long as it was issued today. I called and had our Refund Department issue the refund for $105.70 for each ticket for a total of $211.40. The refund should appear on the customer next bill statement.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. At the time Mr. completed his 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. *** 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. 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: we still haven't received the payment of $211. Once we finally receive it, we are happy to let this go. Sincerely
I booked a hotel room through Expedia on 6/21/19 to stay at the ***. I was denied my stay at checkin because I am not 21, but my stay included someone that was 21. The room was paid for on my card so they denied me the ability to checkin. The hotel refuses to refund me my money because they state that Expedia is at fault for not disclosing the minimum age for checkin upon booking. Expedia has reached out to the hotel to request a refund as well and the hotel refuses. I received an email from Expedia upon booking that doesn't mention anything related to a minimum age for checkin under the hotel details. This is something that should be disclosed at booking.
August 12, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer complaint from Ms. ***. Expedia, Inc. is responding to the consumer complaint from Ms. (***) regarding a hotel refund request. On June 21, 2019, the customer self-booked a hotel reservation for one night via itinerary number ***. The total amount paid for the night was $140.33USD. We understand from Ms. complaint when she arrived at the hotel she was not allowed to check-in because the minimum check-in age set by the hotel is 21. Ms. mentioned she is 19. Ms. is requesting a full refund and mentions the hotel told her Expedia is at fault for not disclosing the minimum age for check-in. As you may know, Expedia.com acts as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel. Furthermore, when using our website the customer accepts the Terms of Use which mentions the information below. I have attached two screenshots. The first screenshot shows the minimum check-in age as shown on our site. The second screenshot shows that Ms. acknowledged that she had read and accepted Rules & Restrictions, the Terms of Use and Privacy Policy before completing the booking. I have posted a portion of the Terms of Use below. SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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. 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. Expedia has reviewed all of the customer’s concerns. We contacted the hotel multiple times inquiring on this case and advocated on Ms.’s behalf. The hotel has not authorized a refund. We have determined no refund will be provided since Ms. accepted the terms before completing the booking. 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 by phone. Sincerely, Daniel A Customer Correspondence Team
I booked a hotel room for Mesa, Arizona, through Expedia from Aug. 8-Aug 14 on the evening of Aug. 4. On the morning of August 5, I found out my employer would be putting me in a different hotel from Aug. 11-16 in downtown Phoenix. I called to cancel 3 nights of the booking. I was then informed the booking was non-refundable. Only time I have ever seen a booking not be allowed to be canceled in the first 24 hours. Expedia said they would call the hotel and it was up to the hotel to allow a cancellation and refund. I was told by the Expedia agent that the hotel denied the refund. I contacted the hotel directly, the hotel manager told me they are not responsible for the refund, but it is up to Expedia to cancel the booking and offer a refund. I contacted Expedia again, told them what the hotel said, and they told me again that the hotel approves refunds. I was being told two different, conflicting policies. This was my first time booking through Expedia. I was unaware it was non-refundable bookings. If it was listed during the booking, it was not made clearly visible. This is unscrupulous business practices.
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 hotel reservations. We understand *** is requesting a refund.
Our records indicate on August 4, 2019, ***, or a person authorized for the Expedia account, self-booked two rooms with the ***. One room was for check in on August 8, 2019 and check out on August 11, 2019. The other room was for check in on August 11, 2019 and check out on August 14, 2019.
At the time of booking the terms and conditions were provided and accepted. They stated that the rate and reservation selected are nonrefundable with no changes allowed.
We understand that our customer contacted Expedia requesting to cancel or change the reservation. We contacted the hotel to advocate on behalf of the customer, but a waiver was not available. Expedia is not able to provide a refund or compensation for cancellation fees incurred by our customer.
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 lying about their part. Yes, they contacted the hotel. They told me that only the hotel could offer the refund, not Expedia. They contacted the hotel and refused to put me in a conference call so I could hear what was discussed. They told me the hotel refused.
I then contacted the hotel directly. The hotel told me that since the money goes through Expedia, only Expedia can cancel/change the reservation and issue a refund. This is more believable since Expedia was paid the money.
Expedia refuses to provide an adequate resolution. They are dishonest, insincere, and unclear in their conditions. I do not expect any compensation from such a shady company, but I want their shady business practices to be known in order to warn other unsuspecting consumers.
Sincerely
Booked travel with Expedia. Purchased insurance that guarantees 100% refund for any reason. Had to cancel and Expedia advised they couldn't issue refund on the 4 return flights. If the policy is 100% for any reason why was I not refunded the full amount? Buyer beware I spent 1.5 hours on the phone. This is a scam if there ever was one. Consumers need to be aware. Signed livid consumer!
August 12, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us 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 $1234.44.Our records indicate on April 15, 2019, Ms. or an authorized user of the Expedia account booked four combined one-way tickets departing on August 30, 2019 from Louisville, KY to Cancun, Quintana Roo, Mexico and returning on September 3, 2019 from Cancun, Quintana Roo, Mexico to Louisville, KY; along with a four night, two room hotel stay at *** and the Package Protection Plan via ***. A confirmation email was sent to the email address on file; it has not been opened or review. Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on August 4, 2019, Ms. called in to cancel reservation using protection. Our representative advised she booked a combined one way and that the cancellation policy was different for each. On August 5, 2019, Ms. called in to cancel her reservation using the protection but she booked combined one ways and each has a different cancellation policy. The outbound flight is in basic economy, the return flight is in economy, our representative advised the protection would cover one part, Ms. claims a site error and informed that while she was booking the reservation the protection advised it would cover 100% of the trip, not half. She also advised that a previous reservation was cancelled and a refund was issued under itinerary ***. Our representative advised Ms. on the cancellation policies and she disagreed, she was looking for a full refund and also asked for a manager. The call was escalated and Ms. advised her trip was cancelled trip due to medical emergency. Ms. stated that there was nothing stated in the T&C for the insurance that advised she was unable to cancel using the insurance. Our representative reviewed the policy, on the outbound flight no changes are permitted and the return flight permits changes with a $200 per person change fee. Advised Ms. that she would need to go through AIG for the outbound flight, the hotel was outside of penalty. Our representative processed a refund for $2946.12 and suggested Ms. to submit a claim for the return flight with AIG and provided her their contact number and sent Ms. an email with the details. A cancellation email was sent to the email address on file; it was opened on August 4, 2019 and reviewed once.
After further review Expedia reviewed the account and reservation details on August 12, 2019, the reservation was a combined one way and each segment had its own cancellation policy. The Outbound was basic economy and no changes were allowed, the return was economy and changes were allowed after a $200 per person fee was paid. On August 4, 2019 a refund of $2946.12 was issued the the *** ending *** for the *** - Room 1: $1003.68; Room 2: $1003.68 and *** Flight *** $938.76. based on the airline policy Expedia was unable to process the refund for the return flight as a combined one way fare and only the outbound flight is able to be cancelled and refunded.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. American Airlines 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.
At the time Ms. completed her booking, she 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 for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Complaint: ***
I am rejecting this response because: First and foremost I booked a package as per usual. I have NEVER and would Never book a one way to a foreign Country. Then book a return flight. That makes absolutely no sense. I would hope that these calls are recorded and would invite the Revdex.com to listen. The representative couldn't provide me with the policy that they stated I wasn't entitled to the return flight refund. Her response was she wasn't allowed..... Again people need to be aware before they purchase an insurance policy that states 100% refund for cancellation for any reason...
Sincerely
I made a reservation through Expedia on February 13, 2019, for a hotel stay that was going to be from October 15, 2019-October 17, 2019, for two people in Amsterdam. As time went by, around the month of March I needed to do an upgrade to three people instead of two, but they did not want to do it for me, so in that case I asked for a refund and they do not want to do that either. There is nowhere that it says it is non-refundable. All they did of course, was take away the money from me as fast as they could for the amount of $261.56, all I want is a solution. Now they canceled the reservation and keep the money, so no solution for me, just taking my money away. I spoke with Expedia and they do not have a solution for me and neither does the hotel, that is absurd.
September 3, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer concern from Mr. ***, Revdex.com case number *** requesting Expedia to change the date of his reservation or issue a refund for the reservation.Our records indicate, February 13, 2019, Mr. or an authorized user of the Expedia account booked a two-night hotel stay at the ***, checking in on October 15, 2019 and checking out in October 17, 2019, along with the Hotel Booking Protection Plus; via itinerary ***. A confirmation email was emailed on February 13, 2019, it has been opened and reviewed 16 times.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 2, 2019, Expedia sent an email to Mr. advising the hotel policy did not allow changes or modifications but advised we were trying to contact the hotel to verify if they would allow a change or modification. On June 3, 2019, Expedia spoke with the hotel and they denied any change to the reservation. Expedia emailed Mr. advising the hotel would not allow the modification to the reservation. Mr. then called our Customer Service Department to add one adult to the reservation. Our representative called the hotel and they asked that they call the following morning. On June 21, 2019, a cancellation confirmation email was emailed to the email address on file which advised there was no refund for cancelling the hotel reservation.
After further investigation on September 3, 2019, of the reservation, the confirmation itinerary, the notes on the account and the cancellation confirmation itinerary. The reservation is non-refundable, non-changeable per the hotel policy. The hotel cancellation and change policy appeared as follows when the reservation was being created:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Expedia is not able to honor a request to change the date of the reservation or cancel and issue a refund for the reservation based on the above listed policy. 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 booked airline tickets in March to fly to Kansas City MO from Philadelphia on 8/3/19. My family and I (2 adults with 16 month old and 5 yr old) showed up at the airport at 830 am for our flight that was at 1030 am. When we went to check in I found out my flight was canceled and rescheduled for 820 am. I had no idea that it was changed. I looked at my email when I got home and saw that an email was sent on 8/3 420 am that the flight was flying out at 820 instead. I really don't understand why I didnt receive a phone call that it was changed. The next flight that had seats to get to MO was at 846 pm. Because we are flying in late it caused issues with the car rental. My husband called *** when we got home waiting to go back to the air port and they said that Expedia was supposed to reach out since flight was booked through them. I am very upset that I wasnt better informed of the flight change. It is very difficult to travel with little kids. Now my family and I are missing out on one day of vacation bc of this issue. If I would of know the flight was changed it would of been no issue for my family and I to be at the air port at 820.
August 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on March 14, 2019, ***, or a person authorized for the Expedia account, booked a package including flights with ***, traveling from Philadelphia, PA to Kansas City, MO, departing on August 3, 2019 and returning on August 11, 2019 and a car with ***.
On April 19, 2019 the flights were affected by an airline initiated schedule change. The outbound flight time was changed from 10:30 AM to 8:20 AM.
The customer accepted to be notified of any changes via email to the email address, and text to the phone number provided, at the time of booking. On April 19, 2019 an email and text were sent advising of the schedule change made by the airline. The new timing updated to the customer’s online itinerary in the customer’s account.
As the customer was notified of the airline initiated schedule change no compensation will 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
When I booked the hotel, I specifically confirmed that the contract only writes non-refundable not write non-changeable. As a result, I called the *** at *** to ask if they could delay their stay by one day because the plane was late and could only check in the next day, and a female supervisor named Cathy claimed that because I have ordered the room from Expedia, they cannot handle the order directly, but if Expedia agrees to change the order, there's no problem with the hotel; However, Expedia claims that they are fully following the hotel policy, so Expedia asks the hotel side to agree first. So the two sides passes the buck with each other, and I looked at their play for more than an hour and thought it was really boring, so that I asked Expedia if he could communicate directly with their supervisor, Expedia said: “Then you have to speak fluent English.” If Expedia do not want to serve people who cannot speak English, why do they have Spanish, Chinses and any other languages’ websites? As an English student, I was so angry that I can't speak, not to mention those who don't really speak fluent English.
August 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on July 25, 2019, ***, or a person authorized for the Expedia account, booked a hotel reservation for one night with the ***, checking in on August 4, 2019. The rate and reservation type selected was nonrefundable with no changes allowed.
On August 4, 2019 the customer called and requested to change the reservation from a one night stay on August 4, 2019, to a one night stay on August 5, 2019. We contacted the hotel to advocate on behalf of the customer and a waiver was not available.
As the customer accepted the terms and conditions of the rate and reservation selected, a refund or compensation is not available.
We’re sorry to hear that the customer was unable to speak to a supervisor regarding their dissatisfaction with the terms and conditions for their reservation at the time they preferred. Expedia does have supervisors available who speak Chinese.
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
I was trying to book a hotel for Sept 15th in Anchorage Alaska, however once I received my confirmation it said I booked it for 7/31. I then tried to resolve this with Expedia and they refused to help. I advised that I had the correct dates entered but it defaulted back to the current date. I even provided that when I tried to make the correct reservation immediately after it changed the dates back to the current date again, however I caught it in time thanks to the previous error. It is unfair that a website mistake is being held against me, especially when I turned around and made the correct reservation right away. The total I feel is owed to me is $134.16. Reading other complaints filed this seems to be a common occurrence recently and they cannot hold consumers responsible for mistakes their website is having
August 8, 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 31, 2019, ***, or a person authorized for the Expedia account, self-booked a one night stay via the Expedia.com website, with the *** by ***, for check in on July 31, 2019, for $134.16 via itinerary ***. The room rate and reservation selected was nonrefundable with no changes allowed.
We contacted the hotel to advocate on behalf of the customer. They advised that the reservation was a no show and a waiver was not available.
No errors were found with the booking process. The reservation is nonrefundable. Based on our review, 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 up-sold me an additional unnecessary shuttle service when my package already included a more premium shuttle service. By offering me the service through their automated online system, I was given the impression it was in lieu of having to make separate arrangements. Because their system is designed to automatically sell third party services without regard for the packages they're selling, the consumer cannot be held responsible for their system shortcomings. Due to a number of other issues that happened because their system doesn't communicate well with *** as well, I had to endure a number of other challenges within my vacation that created a miserable vacation experience. I've attempted to contact Expedia to rectify the situation but my correspondence is not being acknowledged. My next move is to have the charges for the vacation removed from my account.
August 8, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a shuttle reservation. We understand Mr. is requesting a full refund of the *** reservation in the amount of $144.00.
Our records indicate that on December 24, 2019, Ms., or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website, under itinerary *** with a Combined One-Way flight. Departing on *** from Seattle, WA, to Orlando, FL, on June 24, 2019 and returning on *** July 3, 2019 with stay at the ***. Activity at *** and *** with ***: Orlando International Airport. The total cost of the reservation $10,553.14. We understand Mr. is requesting a full refund of his *** reservation as he incurred poor service from the airport to the hotel.
Upon further review, we show that the customer sent an email on July 9, 2019 stating he was the last to be dropped off to the hotel and he was not aware that he had a shuttle through ***.
We do apologize for his inconvenience; however, on Expedia’s website under the *** Lodge amenities it states there is a 24-hour airport shuttle service that is available upon request and fees may apply. Guest who wish to utilize the shuttle must make a reservation in advance through ***’*** website.
The customer never contacted Expedia prior to the completion of the booking to request assistance regarding shuttle service.
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 Mr. 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 unable to honor his request for a full refund as he used the services during travel. We encourage our customers to contact our customer service team from the hotel, if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact.
We would like to offer a $200.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue September 30, 2020 and is immediately accessible within your account. You are welcome to view the associated Terms & Conditions in the link provided below the coupon. 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
on May 15, 2019 I tried to book a hot*** (***,Canggu) from May 17 to May 24 using Expedia.com, but after I entered all my information and credit card number I was directed to an error page that said : your booking was not completed because there are no rooms available at this hotel.
Immediately after that, I went back to the main page and started searching for different hotels. I found a hotel in the same area that I wanted (*** and I booked it from May 17 to May 24 with no problems, and I received a confirmation email with my itinerary number ***.
Later that same day I checked my bank account and I noticed that I was charged for both hotels. I then called Expedia and I explained the situation and I was advised that I needed to pick a reservation to keep and cancel the other. Since the *** was my first choice, I told the customer service rep. that I would like to keep the *** hotel, that I initially got the error trying to book, and just cancel ***.
The next day I checked my bank account again and the charge was still there. so I called again and spoke to a supervisor who then told me that they are trying to contact the hotel for the refund, but they cant get a hold of anyone because of the time difference and that it should be taking care of in a couple of hours.
After I arrived in Bali I checked again, but no refund. So I called Expedia again and I was told that the hotel refused to issue a refund. I then spoke to numerous customer service reps and supervisors trying to explain that the issue is not with the *** hotel but it's with the Expedia website while I was trying to book The ***. But unfortunately my message was not getting thru and Expedia continued to explain to me that they couldn't get anyone from *** hotel to agree to issue me a refund.
After one week of endless phone calls I finally gave up and called my bank to dispute the charge.
My bank was not able to help me.
August 13, 2019
Revdex.com
Mid-Western and Central Ohio
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a full refund request for her hotel reservation.
Our records indicate that on May 15, 2019, the customer, or an authorized user of the Expedia account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***. The hotel stay is at the ***, for a check-in May 17, 2019 and a check-out on May 24, 2019. The total cost of the reservation is $764.74.The Cancellation and change policy provided to and accepted by Mr. *** at the time of booking stated:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
We can confirm that on May 17, 2019, Mr. contacted Expedia requesting to cancel with a full refund as he received an error message during the booking process and no confirmation was sent. We provided an investigation regarding the booking process and we show that the customer confirmed the booking and reviewed the confirmation that was sent via email. We contacted the hot*** on the customer’s behalf to request an approval to waive the penalty, however, the refund was denied.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. In addition, at the time of booking Mr. agreed to Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia 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 Mr.’s experience was not as we would have hoped, based on the information provided above we are unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
like I explained in my complaint, the error happened while I was trying to book the *** hotel and not the *** hotel. A customer service rep was the one that confused the issue from the beginning. I had no problems booking or confirming the cancellation policy after I booked the ***. It wasn’t until I realized that the booking for the *** did in fact go thru even tho I got an error and never got confirmation while booking. That’s when I called Expedia for help. I was advised to cancel one of the bookings and get a refund and that’s what I have been trying to do for 3 month now!
Sincerely,
***.
We booked our *** departing on August 17-24 from Miami. WE booked with Expedia back in July 2nd. We booked and paid the two different rooms with ocean view balcony. The agent assured us that this is guaranteed. We called back yesterday to check our rooms. We were told by Expedia that we dont have ocean view balcony room. Instead, we have Board walk balcony which can be quiet busy and noisy. After this shocking findings, we had to talk to many agents and supervisors who would not admit their faults but keeps saying that there is nothing THEY CAN DO. My husband spent so much time to talk to so many different agents and supervisors. The agents at customer service try to help but their supervisors come up with cheap compensation with no sincere apology. Every time we call to resolve the solution, they will transfer us to different supervisors and not returning our phone calls!!! We just feel like this Expedia is a big Scam. They took our money and screw us up. We want our rooms to be changed back to ocean balcony as originally booked and what we have paid for.
August 8, 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 cruise booking. Our records show on July 2, 2019, Ms. booked a cruise reservation over the phone with an agent. The cruise was booked via itinerary number ***, with a trip start date of August 17th and returning August 24th, 2019. We understand from Ms. complaint she requested two Oceanview balconies and instead was booked on Boardwalk balconies. Ms. is requesting that she be changed to Oceanview balconies. Upon researching the customer’s complaint, we can confirm that during the call Ms. indeed requested Oceanview balconies and was booked on Boardwalk balconies by the agent. We were previously made aware of this issue and Ms. was offered a $100 on board credit for which may be used during the cruise. Currently no Oceanview balconies are available and Expedia is following this issue to check if any Oceanview Balconies become available. Expedia will inform Ms. immediately if any Oceanview balconies become available. Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. Expedia is following this case closely in order to provide Ms. an acceptable solution and will be in contact with her regarding this case. 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:
Hi
I recently filed the complaint of Expedia and My husband has resolved the issue. So, there is no further need to pursue this complaint. Please, drop this complaint off. Thankyou!
I booked a non-refundable room for my birthday weekend of 07/21/2019 in New Orleans. A week before I was to arrive there was a natural disaster (Hurricane/tropical storm Barry). The city of flooded and the city was evacuating. I, immediately called Expedia to go over the options of cancelling if the hotel was not able to provide service due to the weather. After being on the phone for an extended amount of time I was informed an outside team will contact to receive approval from hotel. Later that night I received an email saying it was approved by the hotel and they would process my full refund. Based on this information my friends and I cancelled our flights and other trip plans. I waited a few days and noticed my funds were not refunded. I proceeded to call several times over the course of several days talking to different reps telling me different reasoning, leaving me on hold for 30 mins+, basically giving me the run around about my refund. It was not my own account to cancel, there was a natural disaster that I had no control over, if the hotel was not able to commit to their part. I was also mislead in writing that they were processing my refund and they never were. It is not fair for me to pay for a hotel I never stayed in and was advised was cancelled after calling way in advance to handle the situation. I gave a week before my booking to have this resolved. If the customer service was not placing me on extended holds and been more knowledgeable of their job this was have been handled day 1.
August 6, 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 compensation.
Our records indicate, ***, or a person authorized for the Expedia account, booked a reservation with the *** New Orleans, for two nights, checking in on July 19, 2019.
A refund was processed for the amount of the reservation on August 6, 2019. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked the international return flight for my sister through expedia for *** with cost of $966.Then due to some reason , I had to change the return date.I called *** to change the date and they informed me to contact expedia.So I called expedia and told them that about the new date .Expedia changed the date and sent updated ticket to me via email.
Now on the day of flight, I am with my sister at airport to help her to check in.When we went to the counter, the airline representative told us that the ticket has been suspended at their end so they will not be able to board my sister and asked us to call expedia.
I called expedia and they said that the ticket is showing confirmed at their end so I should contact airlines.So we tried to contact airlines and they said contact expedia because they changed the ticket.
As a consumer my point of transaction is expedia as they sent the updated ticket.It is been more than 12 hours and still no resolution from expedia on this.Why should I be suffering in this and getting stressed about it?My sister has her admission cut off and any delay in reaching back home might jeopardy her career.
Expedia should take accountability on this .I am trusting expedia with that updated ticket .This is so unethical and un professional.I am a gold member at Expedia but still such mental trauma and no resolution.
August 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting compensation.
We understand from the customer’s complaint that they were unable to take the return flight as expected and had to purchase a new flight. We ask that the customer provide all documentation they would like us to consider, including a receipt for the new flight purchased.
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 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the documentation from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
We have provided a refund of $677.30 to the original form of payment. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My sister called me Friday July 26th to tell me they are taking my partial paralyzed mother to the ER whom suffers from Neuromyelitis Optica Spectrum Disorder (NMOSD). I called Expedia on the same day July 26th while on my way to ***. I explained to the customer service representative that I have to cancel my vacation due to my mother’s unexpected ER visit. She put me on hold and called *** who manages ***; they told her that I cannot receive a refund nor change my vacation date and suggested for me to call the resort myself. I wasn’t able to call *** till Sunday July 28th due to the stress triggering my Lupus which caused me to take heavy medication. The lady mentioned that if my reservation was made through Expedia they cannot help me and I should call Expedia back. Which I did; they again said that *** is the one that needs to approve refund. I’m tired of getting the run around from both business! The lack of compassion from both Expedia & *** for unexpected emergency health issues aggravates me! I will NEVER use Expedia nor stay with *** ever again!
August 8, 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 February 11, 2019, ***, or a person authorized for the Expedia account, booked four nights with the *** by *** for check in on July 27, 2019. The rate and reservation selected was nonrefundable with no changes allowed.
On July 26, 2019 the customer contacted Expedia to cancel the reservation and said there were extenuating circumstances. We contacted the resort and advocated on behalf of the customer. The resort advised that documentation could be provided to them for consideration.
On August 8, 2019 a full refund was processed. The refund time frame varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
Revdex.com:
I finally spoke to someone in Corporate level at Expedia on 8/08. She heard me out and excepted my proof of documents. Although *** @ *** refused to except my proof of health emergency, Expedia had compassion and emailed me a full refund on 8/08. No need to move forward with Expedia. *** however are money hungry terds!
I booked a first class trip from New York - San Francisco with travel insurance, on ***. When I needed to cancel the trip, I was advised by Expedia that I couldn’t get a refund for the airfare, but if I paid an additional $125.00 per ticket, I would then receive a travel voucher for future use, within a one year period.
I will never use Expedia again.