I booked itinerary *** on www.expedia.com on Wed 12 June at 12:17, GMT+8, with the following flights:
*** Thu 16:10-16:35
*** Thu 18:30-19:00
The specification of the latter fligth, ***, is shown as below in the confirmation email:
***
Victoria (YYJ)
6:30pm
flight to
Vancouver (YVR)
7:00pm
Fare type: Basic Economy
Cabin: Economy / Coach (A)
Included
1 Free Bag
Seat Choice
Carry On Bag
115% Miles
Premium Seat
Fee applies
Changes
Meals
Not included
Cancellation
Priority Check In
However, when I check the itinerary on the Expedia website later on, as well as on the *** website, the "1 free bag" and "free choice" conditions are removed. I therefore made an enquiry with Expedia, and they opened a Case with ID [***]. The first representative, Dyn, asked for proof, upon which I produced a PDF copy of the confirmation page stipulating the above. A second representative, Mia, then provided the following information, thereby completely dodging the issue:
"For the one carry-on bag. All carry-on baggage rules are strictly enforced. All bags that do not respect maximum sizes will need to be checked, and additional checked baggage charges may apply. For the first bag is $ 31.50 CAD and second bag is $ 52.50 CAD including taxes and fees. For travel within Canada or between Canada and the United States, a Canadian tax of $3.00 CAD may apply to baggage fees.
For the seat choice, you will need to coordinate that on the airline site directly.
Mia"
I wrote back twice afterwards requesting expedia to rectify the issue to no avail.
Expedia.com Response
• Jul 30, 2019
July 30, 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 for baggage.
Our records indicate on June 11, 2019, Mr. or an authorized user of the Expedia account booked a combined one-way ticket departing on August 1, 2019 from Vancouver, BC, Canada to Victoria, BC, Canada and returning August 8, 2019 from Victoria, BC, Canada to Vancouver, BC, via ***. A confirmation email was emailed on June, 11, 2019; which has not been opened or reviewed.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm there were numerous emails from July 23, 2019 through July 26, 2019 about the baggage charges. Mr. emailed Expedia advising he made the flight purchase because the free baggage. Expedia emailed him as follows: “For the one carry-on bag. All carry-on baggage rules are strictly enforced. All bags that do not respect maximum sizes will need to be checked, and additional checked baggage charges may apply. For the first bag is $ 31.50 CAD and second bag is $ 52.50 CAD including taxes and fees. For travel within Canada or between Canada and the United States, a Canadian tax of $3.00 CAD may apply to baggage fees.” Advising the baggage charges were not included.
After further review on July 30, 2019, Expedia reviewed the creation of the reservation, the confirmation itinerary and *** website information. Upon our review the confirmation itinerary is noted as follows: “bring a carry on” and “pay to bring a checked bag”. The baggage detail on *** website is as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
The baggage detail on the Expedia confirmation appeared as:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies.
At the time Mr.’s 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. 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.
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
• Aug 05, 2019
August 5, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding the baggage charge.Expedia has been able to verify the confirmation email sent on June 11, 2019 reflected the following:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
After further investigation Expedia verified the baggage information was listed on a confirmation itinerary was incorrect but we are willing to honor what Mr. received. Expedia is willing to issue a refund for the baggage charge (estimate $55.50) and in order to do so we require a copy of the baggage charge. An email has been sent to Mr.’s email address asking for a copy of the baggage charge. Mr. needs to attached a copy of the airline baggage charge in pdf format to the email and reply. Upon our receipt we shall review and issue the refund the card that we originally charged.
In addition for the inconvenience experienced, Expedia has applied a $25.00 hotel voucher to your Expedia account. The voucher is valid for a ‘pay now hotel” or a “pay now hotel and a flight”. The voucher can be used by any one logged into Mr.’s account and is valid until August 31, 2020 for a one-time use. Mr. can view the voucher on his Expedia account along with the terms and conditions.
Please accept our apology for any inconvenience that may have been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Aug 14, 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.
Last month (June 2019) I went on my honeymoon and attempted to book the trip months in advance. Since I have been a gold member of expedia for quite a few years, I trusted that the details of my reservation would be intact, and that the service would be amazing as usual, however, that was not the case this time around.
I called expedia in order to book flights and accommodation for my husband and I, the representative was extra nice, however, she entered the information incorrectly from the very first call. As soon as I realized what had happened, I immediately called expedia and explained the situation, expecting for them to listen to the call and fix their mistake, but this was not the outcome. The representatives would always send me to their supervisors, then to corporate, and after a few hours of chatting to the corporate representative, the call would either drop, or they would not find a resolution and promise to call back— but never with an answer. The same situation happened about 7-8 times with calling and speaking to different people every single time.
After speaking to several representatives and not getting them to fix their own mistake, the time for our honeymoon came and we went on our honeymoon, however, because of Expedia’s mistake, the hotel charged us nearly another $2000 dollars upon arrival in order to fix our honeymoon vacation package. At this point we had already paid expedia over $5000 dollars, which left us with no money to spend in our own honeymoon.
I am very disappointed on the lack of resolution I got from this company, and even though everyone I spoke to was nice and had a great attitude, the monetary loss was too grave for me and my husband to let it go. Because of Expedia’s mistake, we were not able to start our life together on the right foot financially. Since expedia caused us to overpay gravely for our honeymoon, we would like to get our money back as soon as possible.
Expedia.com Response
• Aug 08, 2019
August 8, 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 for $2000.00.Our records indicate on May 20, 2019, an Expedia representative booked Mrs. *** a package booking for one traveler including a round trip flight and hotel accommodation via itinerary ***. Travel was on ***, departing June 24, 2019, and returning July 2, 2019, from Dallas, TX, USA to Male, Maldives. The hotel accommodation was with the *** by *** for one guest arriving on June 26, 2019 and checking out on July 1, 2019, via *** - $3152.82. A confirmation email was sent on May 20, 2019, to the email address on the Expedia account. It was first opened on May 20, 2019 and reviewed seven times.Our records indicate May 20, 2019, an Expedia representative booked Mr. *** a round trip flight via itinerary ***. Travel was on ***, departing June 24, 2019, and returning July 2, 2019, from Dallas, TX, USA to Male, Maldives - $1929.23. A confirmation email was sent on May 20, 2019, to the email address on the Expedia account. It was first opened on May 20, 2019 and reviewed two times.Upon receipt of your complaint, we investigated the issues that were brought to our attention. We have been able to verify on May 21, 2019, Ms. claimed an error, says she asked for the room to be an over the water bungalow, but the agent booked beachside. Our representative called the hotel and there was no answer. On May 22, 2109 through May 27, 2019, our representative emailed the hotel asking if the reservation could be changed. The hotel responded as follows. “The booking is on a nonrefundable policy you can proceed with amending the booking we will not charge any penalty for change however rate difference for the change in room type will be charged or upon arrival on availability our resort can assist with upgrade and upgrade supplement will be quoted direct from resort,”. Numerous emails were sent back and forth about the hotel room change. Expedia communicated with the hotel and emailed the hotel advising all-inclusive option was sold out in our system but asked if the over the water bungalow could be sold including breakfast since all-inclusive was sold out. We also ask if the guest could pay for the difference with the property to get all-inclusive. An email was received from the hotel which with the changed room to an over the water bungalow with breakfast was included and based on the email the hotel was supposed to charge the difference for all-inclusive when the guest arrived. An email from the hotel advised the, “clients can upgrade direct at the resort and all-inclusive supplement will be charged $90.00 per person per night. The booking is done for one person, hence extra person supplement will be charged $93.00 per night”. Expedia emailed the upgraded amounts on May 26, 2019 and Ms. replied asking to be booked on two flights with all-inclusive over water bungalow. If necessary, to cancel and rebook she would do. Expedia responded asking Ms. to call in and discuss. On May 23, 2019, Ms. called to follow up with previous escalated case. Ms. was claiming and error advising she requested an overwater bungalow and agent booked a beachside room. Our representative noted the hotel was not available but would be at 9 am local hotel time. Called the hotel again however we are unable to reach. Ms. did not want to wait for 48 hours, she wanted her issue to get resolved since this is for her honeymoon. The captured call recapped a beachfront all-inclusive room on May 20, 2019 for $4860.55 and the representative advised that Ms. would pay $580 at the hotel for a total of $5440.55. From May 30, 2019 through June 5, 2019, Expedia emailed Ms. advising we would be conducting verbal contact to the hotel to confirm the booking along with any extra fees that may be attached. On June 5, 2019, Ms. called to follow up on the room type. Previously verified via call recording. Emails between Ms. and the representative resolved the new room. Ms. is calling back to check if room issue has been resolved. Verified the hotel and dates, room selection change was made but still not entirely correct. Ms. was given breakfast option and should have been all-inclusive. The all-inclusive option is not available in our system. Ms. is aware her booking is only for one person and she was advised to pay to for additional person upon arrival at the hotel. Call placed to hotel, confirmed all-inclusive room type and inquired regarding charge to add additional guest to the room. Original agent who booked room quoted a total of $580.00 for the additional guest. Current room $1300.25; new room $3034.39 additional guest is included. Ms. booking is refundable in penalty subject to 100% up to the hotel. Hotel closed at this time will be open later tonight consult to lead in regard to possible options. Contact needed to be made with the hotel request to pay for upgrade. On June 9, 2019, Ms. called to follow-up on the pending case as per case history and she needs to reach corporate. Expedia emailed Ms. advising, “currently working on your case with the hotel in order to accommodate you in the best way possible”. On June 22, 2019, Ms. emailed Expedia asking for help and request to have her fiancé added to her reservation. Expedia responded and asked her to call in. On July 31, 2019, Expedia called Ms. and asked her to email in a copy of the hotel charges that shows she was charged the $2000.00 that she is disputing based on the Revdex.com complaint. Called the hotel and they wanted you to leave a message so they can call you back during their hours. On August 6, 2019, received copy of hotel charges that reflect $210 for the spa and $1378.50. Emailed Ms. advising the overage amount equals $1020.00. Quoted $4860.55 and advised that her responsibility was supposed to be $580 at the hotel for a total of $5440.55. Including $1378.50 paid at the hotel the total amount paid was $6460.55; less amount we charged $5440.55 due a refund of $1020 difference due to the error. The refund of $1020.00 per Ms. request has been issued to card ending *** and shall appear in three to seven business days. A refund receipt has been emailed to the email address on file.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies. 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.
Please accept our apologies for any inconvenience that may have been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Booked a hotel room for July 15, 2019 in Eau Claire, WI. Manually changed the date from June 27 (date booked) to date I needed. Received confirmation email saying my reservation for that night was complete. Tried to change the date and/or cancel & rebook to the proper date online to no avail. Called customer service, unable to change or cancel it due to Expedia's policy. Expedia called the hotel, they won't change reservations made through 3rd party. This all occurred within one hour of booking the room. Asked for a supervisor, none available. Called again later, was told long wait time for a supervisor. Was on hold for 45 mins, no supervisor so I hung up.Expedia called me, chastised me for hanging up, and put me on hold again. Hung up after 5 mins with no supervisor. Called the hotel directly, they would not change Expedia's mistake. All I wanted to happen was to move my reservation to the correct date, which I had initially selected, and I would have gladly paid for and used the hotel room coming up in July. This was Expedia's mistake. They refused to accommodate my request and have billed my credit card $71.39 for a room I did not choose nor have an opportunity to use. At this time I simply want my money refunded.Product_Or_Service: hotel reservation
Expedia.com Response
• Jul 30, 2019
July 30, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund
of $71.00
Our records indicate that on June 27, 2019, Mr., or
an authorized user of his Expedia account, self-booked a non-refundable hotel
reservation using Expedia’s Mobile app under itinerary *** for two
adults. The hotel accommodations were
with ***, WI for a check in on June 27, 2019 and a
check-out on June 28, 2019. The total cost was $71.39.
Upon review of the customer’s itinerary
and using a tool which shows us what the customer was seeing during their
booking process, we can confirm Mr., booked the hotel reservation on June
27, 2019 to June 28, 2019 and agreed to book a “Pay Now” (paid at the time of
booking), non-refundable reservation. Mr. was advised of the above terms before
completing the booking, and a free cancellation was not advertised.
Once
the booking was created, we sent an email confirmation providing the same
terms: “The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation
for any reason, your payment will not be refunded.”
Nonetheless, when Mr. contacted Expedia for
assistance, we reached out to the vendor to request a refund on his
behalf. Regrettably, the request 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 restriction of
those providers. We hope you understand we must adhere to the policies dictated
by the hotel. Additionally, 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 Expedia. Expedia
is not liable for the acts, errors, omissions, representations, warranties,
breaches or negligence of any such suppliers or for any personal injuries,
death, property damage, or other damages or expenses resulting there from. Expedia
has no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would
have hoped, based on the information provided above we are unable to fulfill 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,
Cindy
G
Customer Response
• Jul 30, 2019
Complaint: ***
I am rejecting this response because: I manually manipulated an arrow to change the date of my hotel reservation from June 27 to July 15. The date of departure indicated July 16. If Expedia’s software glitches and booked the room for Nune 27, that is their error. I am skeptical of this “tool” that allows them to see what I was seeing at the time of booking because I am 100% confident that I changed the date. I had read the terms Expedia mentions and knew that I was booking a non-refundable room. That is precisely why I double checked that all the information was correct before submitting my request. I appreciate their adherence to theirs policy, however I contacted them immediately about the mistake...their mistake. In me, they had a customer completely willing to have the reservation corrected, pay the price that was quoted, and patronize a business I had visited before. Expedia’s steadfast refusal to work with me, regardless of their policies, reflects on their priorities, and their priorities certainly do not include satisfied customers. It is all about money regardless of the fallout in getting that money. Shame on you, Expedia. What you did was steal my money, plain and simple. You will never again have my business.
My flight was canceled and they offered the option of a refund.
They sent an email on June 1, 2019 saying that they were working on the refund.
Since then, they haven't processed the refund. Every time I contact them they send the same response saying they will update me in a few days.
It's been almost two months and they again sent the same response on 07/25/2019 saying they will update me within twelve days.
Expedia.com Response
• Jul 30, 2019
July 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to
the consumer complaint from Mr. *** (Revdex.com case number ***)
regarding an airline schedule change. We understand Mr. is requesting a
refund on his cancelled flight.
Our records indicate that
on October 18, 2019, Mr., or an authorized user of his Expedia account,
self-booked a round trip, Published Fare flight using Expedia’s website, under
itinerary ***. Travel was with
*** departing on December 1, 2019 from Mumbai, India to New York,
NY, USA at 9:10 am, with a connecting city in London, England, UK, and returning
on May 26, 2019. Total cost was $1,674.46.
Upon further review, we can
confirm *** initiated schedule changes on Mr.’s itinerary. The outbound flights were cancelled due to *** suspended operations.
Nonetheless, we reached
out to the vendor, who advised that the customer may choose from the following
options:
The outbound was departing at 8:15 am with *** on May 26, 2019 from New York,
NY, USA to New Delhi, India with a connecting flight in London, England.
The flight was departing at 10:00pm from New
York, NY, USA to New Delhi, India with a connecting city in London, England.
A full refund may be requested depending on
the policy of the airline.
To accommodate these
reservations, or receive a refund, we advised Mr. would need to call
Expedia and speak with a representative to advise of their decision.
On May 16, 2019, Mr.
*** called Expedia requesting a partial refund, our agent assisted the
customer to process the refund request on the airline website.
Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on these bookings. We hope you understand we must adhere to the
policies dictated by the vendor.
For further information, the
full terms and condition of the “Vendor Rules and Restrictions” is available
for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
Nonetheless, Expedia
reached out to the vendor again and advocated on the customer’s behalf, fortunately,
on July 25, 2019, the refund was approved, and Expedia processed the refund of
$785.86, back to the original form of payment through the airline. The time it takes a refund appear in the
customer’s account, may take six to eight weeks.
We regret Mr.’s
experience was not as we would have hoped, and any subsequent inconvenience
caused. Expedia welcomes customer feedback in our ongoing effort to improve
upon the customer experience.
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,
Cindy G
Corporate Correspondence Team
Customer Response
• Jul 31, 2019
Complaint: ***
I am rejecting this response because: the refund amount I received was only $404.80 instead of $823
Sincerely
Expedia.com Response
• Aug 02, 2019
August 2, 2019
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding the refund for the cancelled flight.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. We have been able to verify that only one of the tickets was refunded. Please accept our apology for any inconvenience this may have caused. Expedia has issued the refund for the second ticket *** and Mr. should be receiving on the original card charged within the next billing cycle.
As a one-time courtesy, Expedia has added a $50.00 voucher to Mr. Expedia account. The voucher is valid for a “pay now hotel” or a “pay now hotel and flight”. The voucher is valid until August 31, 2020 and can be used by anyone who is logged into Mr. account. The terms and conditions are listed online with the voucher.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
I've cancelled a hotel reservation at *** in Gastonia, NC for 07-31-19, due to medical hardship reason. I cancelled through the hotel, and also through Expedia. On 07-21-19 I received an E-MAIL from Expedia stating that I will NOT getting my money back. I am complaining because this is unfair. I could NOT travel because my doctor said that I am unable to travel during that time. Why is it that I am penalized for something out of my control, and pay the whole amount $80.34 I am requesting my money back to my credit card. I thank you for the attention to this matter.
Expedia.com Response
• Aug 01, 2019
August 8, 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 Ms. *** (Revdex.com case number ***) is requesting a full refund of her hotel reservation as she cancelled due to medical reasons.
Our records indicate that on July 2, 2019, Ms. ***, or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was at the ***-*** for check-in on July 31, 2019 and check-out August 1, 2019.
We can confirm that on July 22, 2019, Ms. contacted Expedia and stated she was not aware that the hotel was non-refundable during the booking process. An investigation of her booking process was verified that the customer was aware prior to completing the booking. (see screenshot below)
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, activities, and is subject to the rules and restrictions of those providers. We hope she understand we must adhere to the policies dictated by our Vendor Services.
Additionally, *** accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above we are unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I reserved a room for two people in the Dominican Republic through Expedia. I called to add a third person and was told I would have to change rooms. They said it was an upgrade to a better room on the castle side of the hotel. I asked numerous times (in the over 1 hour that I had to deal with customer service) if that was still on the castle side. He said yes. I contacted to remove the third person and was told that it would be a $771.89 refund. Then I was told that they reviewed the case and the operator did nothing wrong. Not only did they call me at 11:45pm to tell me this, but they would not accept responsibility for making telling me the wrong information over the phone.
Customer Response
• Jul 25, 2019
Hello,
I just wanted to let you know that the situation was resolved. Not by the company the I filed the complaint against (Expedia) but the hotel this was in regards to (***). I called the hotel and spoke with a manager to whom I explained the situation and how much Expedia wanted to charge me to switch back to my original room ($1,900) and the manager just switched me back without an issue! I went online to see if I can submit this note through your portal but I could not find a place to do so which is why I am sending this email.
My recommendation? DO NOT ever use EXPEDIA.COM ever. I had a snafu with travel I had book through them and after a series of getting juggled around and calls dropped, On my third call I got a guy that seemed sincere in his wish to help me. He assured me the entire communications system was experiencing problems and if we got disconnected, he would call me back on a secure line. Of course I was dropped and five minutes later he called me from a CA number, (phony I’m sure) All three men had heavy accents that sounded from India. I requested a refund. I was told the only way was a credit would be put on an Expedia gift card and he requested my credit card number. I refused. He told me I was only making things difficult for myself and he threatened to cancel my entire flight. He then demanded I go purchase a gift card and he would load it from my credit card I said no. He berated me and said I was difficult to deal with. The website does not have an email or fraud line contact to call, making it ripe for fraud like this. I demanded an email to write to he gave me a *** account. I told him there is no way that was legitimate. He again threatened to delete all of my travel. I hung up. I got on the online chat window and worked with an agent that said that is not their standard practice and there were no logs of the prior calls I had made. Someone had accessed my Expedia account and altered my reservation on the mobile app. I had not done it and I had not given out my password. I changed my expedia password and put my credit card on immediate alerts when used. After my trip I will delete my Expedia account. I am so upset. I will never use them again or any website that does not have contact info on their website. I mistakenly thought it was a legitimate company. Site does not appear to have safety measures in place to prevent employee fraud. That MUST be rectified.
I reserved a room on expedia (***) at the *** for 6/15/19-6/16-19. When I arrived the hotel was already over crowded and there was no parking available. I was not able to stay at the hotel because I did not feel safe and was afraid if I parked somewhere else that my car would get towed. My referenced email address on the booking is ***.
Expedia.com Response
• Jul 27, 2019
July 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 10, 2019, Ms., or
an authorized user of his Expedia account, self-booked a refundable, Pay Later
hotel reservation using Expedia’s website, under itinerary ***. The accommodations were with the ***, South Carolina, for a check in June on 15, 2019
and a check out on June 16, 2019. The
total cost was $194.88. We understand
Ms. is requesting a refund in the amount of $194.88.
We can confirm that on July 21, 2019, Ms. initially
contacted Expedia through chat channel to request a refund. Expedia reached out to the vendor several
times who advised us that the customer was tagged as a no show. Regrettably, the refund request was declined.
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. *** by ***
*** is the merchant of record (the entity that received the funds and the
company that charged the credit card) on this booking. We hope you understand
we must adhere to the policies dictated by the vendor.
Additionally, we can confirm that Ms. received and
accepted the following hotel policy at the time of booking:
Cancellations or changes made after 6:00 pm Eastern Standard Time (US
& Canada) on
June 13, 2019 or no shows are subject to a property fee equal to 100%
of the total
amount paid for the reservation.
While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above Expedia is unable to
fulfill her 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,
Cindy G
Corporate Correspondence Team
Customer Response
• Jul 27, 2019
Complaint: ***
I am rejecting this response because: I was promised a refund by expedia and *** at the hotel.
I was looking for flights on Expedia. When I went to my account to transfer funds, I realized there was a $500 charge from expedia on my account. When I called they said it was a “Mistake” and a “Site error” and the funds would be returned in 3-5 business days. In addition to this being totally illegal and unprofessional, I got charged an over draft fee, and could not book the flight, as this depleted my funds for the flight. In the next 3-5 business days, flights will increase by hundreds of dollars. I already booked the hotel and will lose money if I do not attend. The hotel is scheduled for July 27- aug1. I spoke to a manager, Hector, at 11:33pm. Case number. Is s#***.
Expedia.com Response
• Jul 29, 2019
July 29, 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 purchase request. We understand *** is requesting compensation.
We’re sorry to hear that the customer was unable to book as they preferred and experienced any inconvenience. Compensation is not available for the purchase that was not completed.
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.
In Feb of 2019 I booked Air tickets for my family of 5 for $1273 to travel in Aug 2019. This was vacation travel from Newark to Sanfrancisco. Unfortunately, the family that we were visiting were not available and since I had an insurance on the trip I decided to cancel the ticket and claim insurance. When I called expedia the agent did mention these tickets were not refundable and I said that I have insurance and the process was I have to cancel the tickets to claim the insurance. At this point of time I was confident that the insurance that I purchased mentioned trip cancellation is covered so I asked the agent to cancel. After cancellation the agent said I have to contact the insurance company and file a claim which I did. after few days I received reply from AIG stating that the claim was not as per terms of policy and claim is rejected. This was not what I expected.
I then contacted Expedia and they said that they reviewed the case and they cannot help.
My issue is that I have been a member of Expedia for many years from Canada to USA so you build trust with an organization. when you book tickets the message you see on screen for insurance is trip interruption is covered. If I was warned by the agent to check if my reason will be eligible to claim I would have never cancelled the trip. Now, I cancelled the trip without recourse and have lost all the money and I am unable to take my family for a vacation. This money was saved with lot of hardship in difficult times and my trust in Expedia has created a nightmare for me.
I wish Expedia would have highlighted the claim recourse on the website on booking page then fine print as with their business trying to make a commission selling $95 insurance policy has costed my family their trip of $1273
Expedia.com Response
• Jul 30, 2019
July 30, 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 full refund.
Our records indicate on February 5, 2019, Mr. or an authorized user of the Expedia account booked five multiple destination tickets departing on August 13, 2019 from Newark, NJ to San Francisco, CA and then departing on August 28, 2019 from Las Vegas, to Newark, NJ; along with the Cancellation Plan via ***. A confirmation email was emailed on February 5, 2019; which was opened and reviewed once. On June 27, 2019, Mr. called in to cancel his tickets, our representative cancelled the itinerary in the airline system. On July 9, 2019, Mr. called wanting a refund for his flight. Our representative noted that Mr. knew the policy and had tried to file a claim it with the protection company and had been denied. He wants to escalate the call because of the denial. The escalation was taken over and he was advised the call needed to be listened so that Expedia could determine what he was advised during the call. On July 10, 2019, Expedia was able to listen to the call and confirmed there was no an error. An email was sent to Mr. advising that after we listened to the call. Expedia confirmed that the correct details and disclosures were provided for the insurance coverage. The refund was not guaranteed since it had to be subject to review by the plan depending on the reason of the cancellation.
After further review on July 30, 2019, Expedia was able to review the reservation that was created by Mr.. The protection was chosen when the reservation was created, the terms and condition were listed for the protection when it was chosen. Since having chosen the protection and deciding to cancel Mr. has to go through the insurance company and file a claim and they make the final decision regarding his claim.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies. At the time Mr.’s 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. 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. If we may suggest, should Mr. require any further assistance with his Cancellation Plan, he may contact Travel Guard at *** with policy number ***.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Jul 30, 2019
Complaint: ***
I am rejecting this response because:
I understand what you have written as a response but please understand from a consumer point of view. When the insurance was sold it highlighted how the insurance covers the cancellation of ticket. There was no additional wording of T&C to it. But last week I noticed that now you make a special mention of T&C right under the insurance coverage details which should have been done earlier. Why this change if you believe everything was perfect?
2 issues
Why would I call and cancel tickets of August in July knowing it is not refundable? Because I was convinced that I was eligible for refund due to cancellation. I could have just held on the tickets and let it expire on day of travel
Why should I be forced to cancel the ticket and then claim the refund. If I knew that I was no eligible for refund I would have never cancelled the tickets
I sincerely believe the way you advertised the insurance policy was false.
I truly hope you will review this with a human perspective and resolve the issue
I booked a family trip to the Dominican Republic and recently the US Government issued a travel advisory for traveler going to that region since over 15 Americans have suspciosly dies of unknown causes. I requested a refund on the trip that was over $850, the refunded only $470, explaining they cannot refund the excursion despite and the full trip despite it being under investigation for abnormal amount of deaths which they have yet to find a cause. If it was an all inclusive why not be able to refund the trip and only charge the airline fee's?!
Expedia.com Response
• Jul 29, 2019
July 29, 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 full refund; who was booked under Mr. *** account.
Our records indicate February 13, 2019, Mr. *** or an authorized user of the Expedia account booked six round trip flights departing on July 8, 2019 from New York, NY to Punta Cana, Dominican Republic and returning on August 2, 2019; with a five night hotel stay at *** and the Package Protection Plan via ***. A confirmation itinerary was emailed to the email address on file on February 12, 2019, it was opened once on February 12, 2019.
Upon receipt of Mr. Jr’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 18, 2019, Mr. *** called in and wanted to know if he could get a full refund once he cancelled the entire package? Our representative advised the flight would be an airline credit but the excursion and hotel portion would be a full refund since they were outside of the penalty period. Mr. *** decided to leave the reservation as it was, no changes were made. On July 11, 2019, Ms. called in requesting to cancel her trip from the reservation. Our representative reviewed the account and determined the normal cancellation process would be effective and advised her of a $476.63 refund, for the fight only. On July 13, 2019, Mr. *** called in to cancel one of the travelers from the ***. Expedia attempted to contact the vendor but had to send them an email. Upon receiving the notification from the vendor Expedia advised Mr. *** that the Caribbean Route vendor denied authorizing Expedia to issue a refund for the cancellation of the activity. Expedia also sent Mr. *** an email advising of their refund denial.
After further review on July 29, 2019, Expedia reviewed noted on the account and the reservation. The flight reservation for *** was divided from the original record and cancelled per her request on July 11, 2019. Ms. was advised that the refund was being issued for the flight only in the amount of $476.63. The refund was issued to VISA card ending ***. A refund receipt was emailed to Mr. *** email address on file.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.At the time Mr. ***’s 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. 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. 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
On Monday, July 15th, I was booking two flights on Expedia.com. Both flights were booked together, on one reservation.
Please note: Expedia has a "policy" stating that you can cancel/change your reservation within 24 hours without penalty.
I booked one reservation and cancelled it within minutes because I had selected the incorrect date. This cancellation went through normally, and the money was refunded. I then proceeded to book a second reservation, which I also cancelled within MINUTES of booking (found a better flight option with *** Airlines) - for this, I was only refunded for one of the tickets. The cost of the other ticket ($419) was never given back to me. I even called Expedia's customer service, while I was waiting for the cancellation to go through, to ensure that I had successfully cancelled second itinerary. I received an email stating the the ENTIRE reservation was successfully cancelled and no further follow-up was needed. In addition, BOTH passenger's names were listed on the cancellation email (not just one). However, only 1/2 of the money was returned. This means that Expedia decided to keep $419 dollars of my money, even though per their policy, I did everything correct and cancelled well within the allotted 24 hour cancellation period.
I have tried to receive help, have spoken to multiple of Expedia's representatives, have spent a ridiculous amount of time on hold, only to be told that there is nothing they could do. When I asked why Expedia has the right to simply keep half of my money, they provided no response. They said "sorry for the inconvenience" as if my time, money, and stress over this situation means absolutely nothing to them. I fully feel that this is customer abuse. Expedia is using a loophole to misconstrue information to customers in order to gain profit. I have tried everything I could to receive help from them, but have not spoken to a single person who could rectify the situation.
I am hoping Revdex.com can help me!
Expedia.com Response
• Jul 26, 2019
July 26,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number
***) regarding a flight reservation. We understand, Ms. is
requesting a refund of $419.90.
Our records
indicate that on July 15, 2019, Ms., or an authorized user of her
Expedia account, self-booked a roundtrip flight, using Expedia’s website, under
itinerary *** with *** departing from Chicago, IL on
August 30, 2019 and returning on September 2, 2019. Total cost was $839.20.
On the same
day, the customer self-booked a roundtrip flights for two passengers under
itinerary ***, with the same airline, departing from Chicago, IL on
August 29, 2019 and returning on September 2, 2019. Total cost was $839.20
Upon review
of the customer’s account, we can confirm that Ms. called Expedia on
July 15, 2019, requesting to cancel the flight reservation. At the time our agent was verifying and confirming
the cancellation of her flight, Ms. advised that she received an
email confirmation that her flight was cancelled. The cancellation of Ms.’s itinerary
***, was not processed by our agent.
While we
regret Mrs.’s experience was not as we would have hoped, based on the
information provided above, Expedia is unable to fulfill her 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,
Cindy G
Corporate
Correspondence Team
Expedia.com Response
• Aug 01, 2019
August 1, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund of $419.60.
We understand that the customer canceled the flights for two passengers that were booked via itinerary *** on July 15, 2019. The original charge for both passengers would have been $839.20.
We have reviewed the records for itinerary *** and see that there was a charge of $419.60 that was completed on July 15, 2019 and not refunded. We apologize for any inconvenience.
A refund of $419.60 was processed to the original form of payment on August 1, 2019. 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 Customer Service
Customer Response
• Aug 07, 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 online with Expedia. it said cancellable within 24 hrs. now they are telling me that the hotel has a different non refundable policy. I was on for over an hr with customer service. I sent screen shots showing that there was no notification that these cancellation policies only applied to my air and not the hotels. just so wrong. it was like a bait and switch
Expedia.com Response
• Jul 26, 2019
July 26, 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 $399.00.
Our records indicate on July 21, 2019, Ms. or an authorized user of the Expedia account booked a one-way trip departing July 25, 2019 from Chicago, IL to New York, NY, along with a one-night hotel stay at *** via ***. A confirmation email was emailed on July 21, 2019; it was opened and reviewed twice.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 21, 2019, Ms. called to cancel the hotel reservation.
Our representative advised the reservation was non-refundable. Ms. advised that on her online account showed the itinerary could be cancelled within 24 hours. Our representative advised the 24 hour cancellation was for flights. Ms. was not happy and was transferred due to the call being escalated. Our next representative took over the call understanding that Ms. wanted to cancel the hotel without paying anything. Ms. stated the confirmation that was sent to her says she can cancel the booking within 24 hours without a penalty. Our representative reviewed the reservation. The flight was voidable and the hotel is non-refundable, non-changeable and cancellation was not permitted. The representative asked for a copy of the confirmation. Ms. provided a screenshot which did not show that reservation could be cancelled free of charge. It only shows it can be cancelled online. Our representative tried to replicate the booking as Ms. stated and there were no details about the hotel. Our representative was able to verify the flight would be cancelled within 24 hours and the hotel was non-refundable non-changeable, Ms. did not agree and disconnected the call.
After further review on July 26, 2019, Expedia contacted the hotel and inquired if they would allow the reservation to be cancelled and refunded and they denied the request.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies. 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 Expedia is not able to honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I booked a vacation package through Expedia which included flight and hotel. I paid for 4 night stay at the resort. When the resort contacted me, they informed me that there was no transfer available from airport to resort the day of my arrival and I would need to get a hotel by the airport and wait for a transfer the next day. This would now only give me 3 nights at the resort which I paid for 4 nights. I contacted Expedia and they assured me they would book me a speedboat that would take me from airport upon my arrival to the resort as well as book me a transfer back to the airport the evening of my departure. When I arrived at the airport, there was no one there as promised to greet me and take me to my transfer. When I contacted the transfer company, they said they emailed Expedia and informed them they had no transfers in the evening, but Expedia never notified me. I then needed to find a hotel by the airport and wait until the next day. I contacted Expedia numerous times with no response. The next day I got the transfer and didn’t end up at the resort until 3pm so that day was wasted as well. I then was informed by the transfer company booked by Expedia that there was no transfer back to the airport at the time they booked. So I needed to pay for the seaplane from hotel to airport. In summary, Expedia is guilty of false advertising and as a well established travel agency they should be aware of packages and ensure they work with the flights they sell. Our trip was miserable and we were on the phone and email with Expedia trying to solve all the issues the entire trip and were not able to even enjoy our vacation. I want to be refunded for this horrible trip.
Expedia.com Response
• Jul 28, 2019
July 28, 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 and transfer. We understand ***. *** is requesting a refund.
Our records indicate on December 24, 2018, ***, or a person authorized for the account, self-booked a package via itinerary ***, selecting flights with ***, traveling from Los Angeles, CA, USA to Male, Maldives, departing on March 23, 2019 and returning on March 29, 2019. The outbound flight selected by the customer was scheduled to arrive into Male International Airport at 3:35 PM. The hotel reservation selected was four nights with the ***, checking in on March 24, 2019.
The terms and conditions for the package items were provided and accepted by the customer at the time of booking. The hotel terms and conditions included:
· There is no after-hours reception at this property. Guests arriving late won't be able to check in until the next morning.
· Airport shuttle service is available on request from 6 AM to 3:30 PM. Contact the property in advance to make arrangements.
· Guests must arrange transfers (surcharge) from Male International Airport to the property, which is 20 minutes away via seaplane. To guarantee transfers and receive additional check in information, guests must contact the property with their flight details at least 72 hours before their expected arrival. Please contact the hotel office using the information on the reservation confirmation received after booking.
· Daily transfer service is offered by *** between 9 AM and 3 PM. Guests arriving or departing outside of these hours are advised to book a local hotel room in Male or Hulhumale.
On December 30, 2019, itinerary *** was self-booked in the same customer account. The purchase on that itinerary was for Shared Speedboat: Roundtrip MLE Airport to *** for two people.
The terms and conditions for the speed boat transfers were also provided and accepted at the time of booking, and included:
· Transfers from MLE Airport to Veligandhu*** operate at 10:30am, 15:45pm
The information provided at the time of booking advised that transfers arranged with the hotel would not be available after 3:30 PM, that the speed boat transfer would not be available after 3:45 PM, that if flights are selected arriving after that time a hotel reservation for the night of arrival would be required near the airport, and the transfer to the island would be required for the next day.
The customer called on March 24, 2019 advising that they were not being transported to the island that night and would not check in on time for their hotel on the separate itinerary. Additional calls were received from the customer with requests for refunds.
The transfers were refunded in full. Additional refunds of $550.00 and $170.00 were provided. No additional refunds were offered or are due.
Compensation is not available, as the customer was provided the information necessary to understand when the transfers were available at the time the items were booked.
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 Customer Service
Expedia.com Response
• Aug 18, 2019
August 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the additional comments from *** M. *** (Revdex.com case number ***).
As previously advised, the customer self-booked the hotel and flights via the website on December 24, 2018, and also self-booked the speed boat transfer o December 30, 2018. When booking via the website customers act as their own agent.
Information from the hotel advises that shuttle service from the airport is not available after 3:30 PM, for Male airport the property is 20 minutes away by sea plane, there is no afterhours reception at the property and guests arriving late won’t be able to check in until the next morning. The property information also advises that if flights are arriving past the hours for transfer service, it is advised to book a hotel in Male or Hulhumale for the night of arrival.
The customer selected the hotel and the flights for the package, and selected flights that arrive in the Male airport at 3:30 PM. They were required to select flights that arrive in time to complete the transfer to the hotel, or to book a hotel in Male for the night of arrival and book the reservation at the resort starting on the following night.
The reservation for the speed boat transfer advised that it operates at 10:30 AM and 3:45 PM. The customer booked the speed boat transfer for the same date of arrival as the flight that was scheduled to arrive into Male at 3:30 PM. We contacted the vendor and found that the speed boat transfer was provided as purchased but was no showed.
The customer contacted Expedia for assistance with the reservations at the time of travel. At that time the items booked were nonrefundable. We advocated for the customer with the vendors and were able to provide a full refund for the speed boat transfer that was no showed. Additional refunds of $550.00 and $170.00 were provided.
While we understand the customer is requesting additional refunds or compensation, no additional information has been brought to light that changes the first resolution provided. Expedia will not be providing any additional refunds or compensation regarding this case.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Aug 20, 2019
Complaint: ***
I am rejecting this response because:
We did not self book any components of the vacation package. This package was offered by Expedia with specific resort and flights at the price offered. If we were to self book we would have either booked the hotel and flights separately and not as a package or booked directly with the resort and airline. We chose to trust Expedia and book as a package which they offered as 4 nights at resort with the flight options they provided. If the package did not work as advertised, they should not have sold it as such. Therefore, Expedia is at fault for false advertising. As for the speedboat transfer, I called Expedia and spoke with an agent directly who booked the transfers for us in order to make the package work as advertised. They booked the transfers at times that the speedboat did not even run and never notified us of this as obviously they had not researched any of this information before offering these transfers or the package.
Again, the reason for the refund for the speedboat transfer was because we ended up having to pay out of pocket for a seaplane transfer back to the airport from the hotel and the $550 refund had nothing to do with compensation for Expedia’s errors with the package, but rather for the $800 phone bill we incurred due to having to contact Expedia to resolve these travel issues as well as the $100 we paid out of pocket for the night at the hotel in Male on our arrival.
Expedia should not be selling vacation packages that do not work and are not as described. We paid a large sum of money for this vacation and did not get what we paid for and on top of that had to deal with the stress of all our travel issues which prevented us from enjoying our trip.
My company pre-paid Expedia for a 4 nights hotel stay in China ($651) from June 17th to June 21st. Due to a late arrival in China on June 18th, I was charged for 1 night and lost my reservation for the other 3 other nights (Hotel was fully booked on June 18th and I was unable to get another reservation - I stopped by the hotel on June 18th and discussed the matter with employee *** at the front desk). Expedia claim the hotel charged for 4 nights while I have a written email from hotel *** they only charged for only one night. Expedia claim they contacted the hotel to obtain reimbursement but are unable to obtain a refund for the 3 nights... I have documentation to support the claim that the hotel only charged one night.
Expedia.com Response
• Jul 29, 2019
July 29, 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 partial refund.
Our records indicate on May 29, 2019, ***, or a person authorized for the account, booked a package for one passenger including flights and hotel. The hotel reservation was for four nights, checking in on June 17, 2019, with the ***.
We’re sorry to hear that Mr. was unable to stay with the hotel as through the dates he booked as planned and that he experienced any inconvenience when attempting to receive his refund.
We confirmed with the hotel that they were only charging for the first night of the reservation. A refund was processed to the original form of payment on the reservation in the amount of $488.73 on July 29, 2019. 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 booked my vacation to Mexico through Expedia on line. The only purchase they got right was my flight. I booked my hotel stay for Acapulco , Mexico and my car rental in Mexico City where my flight landed. The advertisement for the car by Expedia was through a company named *** . I paid for a Collision insurance coverage with the booking advertised by Expedia for this car rental . They charged me $241 USD and when I got to the car company to find out the name of the Was different and there was no *** company they are operated by a company called *** . They had my info for the rental but advised me the insurance I was charged for through Expedia they didn’t expect and it was for their car rental on Expedia . I was unable to rent the car due to this. But Expedia charged me the money and has not issued me a refund stating that *** owes me the refund when in fact Expedia is the one who charged me not *** in the first place unlike advertised . Then secondly I booked my hotel stay in Acapulco, Mexico . I was charged $251.12 for that through Expedia hotel advertisement to get to Mexico and find out it was a scam. The hotel is called Apartment / Flat there is no such hotel in Mexico . I was charged in Euros not USD or PESO but Euros !!! The hotel listing was for Mexico , my vacation is in Mexico . They took my money , I have all the listings , advertisement , literary # provided by Expedia and they were all found to be not what was advertised when I got to Mexico . I’ve been in a foreign country with my 3 kids and my whole vacation booked through Expedia . Com and nothing they advertised and charged me was true. They have scammed me to the fullest . I’ve reached out to them several times for refunds . They are of no help. They have put my life and kids in danger . Expedia needs investigated to the fullest existent of the law . I want my money returned!!! The hotel doesn’t exist here .I want all my money returned !!!
Customer Response
• Jul 26, 2019
The rental for my hotel has been resolved through a company called *** . I ended up going through a second party which was *** who sold the booking through Expedia and they were able to get me in touch with the rental property and they were from France and everything worked out. But going through Expedia for the booking made me very un easy after what I have Experienced with the car rental through threw u them . I have had over 24 correspondence with Expedia regarding the car rental . I have the original listing of the advertisement for the rental and what I was suppose to pay once I got to the Car rental company through *** . When I rented the car through Expedia , Expedia prompted me through the check out to purchase Collision Coverage which was $242 , when I arrived in Mexico City and went to the company with my booking # I found out there is no Car rental named *** it’s called *** . They advised me the insurance policy I was sold through Expedia was not accepted and I was not able to rent the car. The price of the rental also was not what was advertised . When I asked for my money to be returned the car company told me Expedia has my money they do not. I have been back and forth with Expedia since the 18th the day the problem occurred and they have no solution. I am owed a refund for $242 as they took my money for something that was not accepted for the purchase they sold me in the booking of the rental. Expedia really needs investigated . My whole concern even with the hotel was the name of the hotel on the booking was not the actual name of the hotel when I finally got in touch with the actual Company *** my issue was resolved but nothing with my car rental has been solved . Details are attached . I’m owed a refund for $242
Expedia.com Response
• Jul 29, 2019
July 29, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs.
***. *** (Revdex.com case number ***) regarding a car and hotel
reservations. We understand Ms. is requesting a refund in the amount of
$492.12.
Our records indicate that on July 15, 2019, Mrs.,
or an authorized user of her Expedia account, self-booked a pay later car
reservation with Travel Protection Collision Damage Plan using Expedia’s Mobile
app under itinerary ***. The
reservation was with *** for July 18, 2019 to August 8,
2019. The customer booked a Compact 4/5
Door car. The total cost was $277.94
($35.94 for the car and $242.00 for the Collision Damage Plan. On July 16, 2019, Mrs., self-booked a Pay
Later hotel reservation using Expedia’s Mobile app, under itinerary ***. The accommodations were with
*** for a check in on July 22, 2019 and a check out on July
26, 2019. The total cost was $248.14
Upon review of the complaint, we can confirm, Mrs.
was advised and acknowledge the terms and condition of the hotel and car
reservations before completing the booking. The car reservation stated that “Your
rental may have mandatory, local requirements that result in additional charges
at the time of rental”.
Furthermore, an email confirmation was sent to the customer
advising the policies and restriction of the car rental company and the hotel.
Expedia serves as 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.
***-*** and *** are the merchants of
record (the entity that received the funds and the companies that charged the
credit card) on these bookings. We hope
you understand we must adhere to the policies dictated by our vendors. Additionally, Expedia’s Terms of Use, which
were agreed to by Mrs. at the time of booking, expressly stated:
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 advised Mrs. to liaise with the ***
directly as she received an email from the property manager about the vacation
rental details. Fortunately, an email
was received from Mrs. on July 23, 2019 informing Expedia that the issue
was resolved.
Nonetheless, we reached out to the car rental company who
advised that the customer’s Collision Damage Plan was not accepted by the vendor. On July 25, 2019, Expedia processed a refund
of $242.00, back to the original form of payment. The time it takes a refund to post to the
customer’s account depends on their banking institution, usually within three
to five business days.
While we regret Mrs.’s experience was not as we
would have hoped, based on the information provided above, Expedia is not able
to fulfill her full 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,
Cindy
G***
Corporate
Correspondence Team
Customer Response
• Aug 13, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On 7/3 I booked a room on expedia for an upcoming trip I had on 7/12 to 7/15 to Brooklyn, NY. In my reservation, I put that there were 4 adults and one of the room that came up seems to be reasonable to accommodate the 4 of us. The next day I received an email from the property owner going over the rules and such...one of the things that caught my attention were "I would be sharing her house with other guest, the room I had was upstairs, etc..." I replied that I wasn't comfortable sharing the house with strangers, it was my understanding that we would have her house for the weekend because that's how it was read on the internet. She told me that my assumption was false, she doesn't know how, why or who made her house available for $379 for 3 nights for 4 people, this isn't the case she would be only giving us one room, if we want a 2nd room then we needed to pay her for it accordingly. I then told her never mind, just cancel the reservation and we would look elsewhere. She confirmed I would be receiving a full refund. Here's the problem, I did not received a full refund I only received partial. I got $337 back.
Expedia.com Response
• Jul 26, 2019
July 26, 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 request for $42.00. Our records indicate on July 23, 2019, Ms. or an authorized user of the Expedia account booked for people for a three night hotel stay at *** IN Canarsie Brooklyn, NEW York; via ***. A confirmation email was emailed on July 3, 2019; it was opened and reviewed once.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 26, 2019, there are no notes or documentation on the Expedia account regarding cancelling the reservation. Expedia called Ms. and she advised that she was refunded $237 and not $279 and wants a refund of $42.00. Expedia offered as a one-time courtesy a $100 voucher to the Expedia account that would be valid for a one time use until August of 2020 and she accepted. Advised the voucher is valid for a ‘pay now” hotel or a “pay now hotel and flight”, and Ms. accepted the voucher .
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.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. 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
• Jul 30, 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 understand the hotel or room was non refundable but they didn't hold their end of the bargain. I specifically requested a space for 4, hotel said they could accommodate us 4 for a specific price then turn around and demanded more money. How is that fair? In order for the "no refund" policy to be effective, the business needs to be held accountable for "no fraud, no ripoffs, no not holding your end of the bargain once you agreed to a specific price"
1. I booked a guaranteed car reservation on expedia based on positive reviews of the rental agency (***)
2. After a 3 hour flight arrival delay, I called the car rental agency to find that my guaranteed rental was given away and thus cancelled by the vendor. No more cars were available.
3. Expedia had no knowledge of this cancellation. Hence I went to recheck the vendors reviews on expedia to see if I could leave a bad review about this car rental agency.
4. I went to look at Expedias car rental search results page but could not figure out how to read the reviews or write a review. I called Expedia to find out how to leave a review. After 1.5 hours of wasted time and an escalation to a supervisor, Expedia verified there is NO WAY to leave a car rental review on their website. I then asked how is it possible that they have customer recommendations and reviews? Expedia supervisor confirmed that the recommendations/reviews for car rentals are based on self reporting from the car rental agencies.
5. I then googled the reviews of this car rental vendor and found out 300+ negative reviews dating back a few years.
6. Expedia presented false and misleading information on their website resulting in a high amount of stress for myself (mother) and my son. Because of their false and misleading reviews, we were stranded in the middle of the night in a city we dont live in during a heat wave. I had to at the last minute book a new car at a different agency for $200 higher than we originally budgeted.
7. Expedia gave us a $100 coupon towards a future booking, but there is no good enough price for breaking our trust in their website, creating horrible memories for my family, and putting us in danger when it could have totally been prevented.
I opt out of Expedia listing and they will not remove the listing from the site . My listing shows sold out, so I may be losing costumers. If I opt out that means to me they do not have the right to show my listing. I just want them to remove the listing.
Expedia.com Response
• Jul 23, 2019
July 23, 2019
Revdex.com
Alaska, Oregon & Western Wington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *. *** (Revdex.com case number ***) regarding an Expedia listing.
While Mr. did not provide a listing name or additional information, from his complaint details it seems he is the owner or operator of a property listed on Expedia’s website.
We respectfully ask Mr. to reach out to the Expedia representative assisting with his vendor account, as they will be best fit to assist him. He can also reach the appropriate team by calling 1-888-397-1786 (toll free).
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N
Corporate Correspondence Team
Customer Response
• Jul 23, 2019
Complaint: ***
I am rejecting this response because:
This always ends...with me hanging up... never able to get through and have had minimum of 45 minute hold time before talking to me. Then I am told to call someone else or am transferred to another person and put on hold again. I need to know when they will call me and from what number ID.
I tried to call when Expedia double booked me and the call was dropped each time after a hold time. The last one in April resulted in the guest blaming us and making unkind remarks in a review. She claimed we would not refund her money. This was Expedia’s fault not ours and we did not have her money. I need someone to talk to her and own the problem there.
The buisness name is in the Revdex.com report. ***.
Sincerely
Expedia.com Response
• Aug 01, 2019
August 1, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *. *** (Revdex.com case number ***). We regret to hear he did not accept our response and/or resolution offered.
Upon receipt of Mr.’s response, we reached out to Expedia’s market management team to ensure proper assistance is provided. Since then, the appropriate team has communicated with Mr., and will continue to assist until his ask for his property to be removed from Expedia’s website can be granted.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I once booked a hotel named *** through Expeida. And this order is fully refundable which is showed on the Expedia's website. The itinerary number is ***. I cancelled this trip on June 05, 2019. And I requested the full refund throuth Expedia. Because the transaction was post on my bank account 3 days after I booked this hotel, however, this was a pay later order. And Expedia emiled me this request would be processed within 48 hours. After two weeks, however, I still not got my refund. And then I called the customer service, and complained about that. Then over the next few weeks, I received the junk mails from Expedia every day, said 'we are still in the process and please expect an update within next 72 hours'. Then, I called Expedia again, they said they would contact ***, and submit the request of refund. Then I reveived the confirmation email, 'this refund will be released within 48 hours and need up to 10 days to post on my account'. After 10 days, I still not got my refund. I called Expedia again, and they told me this was not a confirmation letter, this only means submitting the request, and they would contact hotel immediately, and they would give me feedback within 48 hours. However, untill now, I still not get the feedback. I want to know why it need so much time to process this reasonable redund. Actually, I have wasted too many hours on this, and I still not got the refund which is guaranted in the contract. Expedia is always cheating me. I'm very angry.
Expedia.com Response
• Jul 29, 2019
July 29, 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 full refund and 20% compensation.
Our records indicate on April 1, 2019, Ms. or an authorized user of the Expedia account purchased a four night hotel stay at the ***, checking in on July 1, 2019 and checking out on August 1, 2019 via ***. A confirmation email was emailed on April 1, 2019; which has not been opened or reviewed.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 5, 2019, Ms. logged into Expedia online and cancelled her hotel reservation online. The reservation shows cancelled and the refund shows in our system. A refund receipt was emailed along with a cancellation email. From June 23, 2019 through July 2, 2019, Expedia emailed Ms. on numerous occasions advising we were in the process of contacting the *** to verify the refund process. Ms. responded back on many occasions advising she was still looking for the refund. During that time our representative emailed the hotel, inquiry if they charged Ms. for the reservation and if they would be issuing a refund. On July 17, 2019, Ms. called in to complain regarding all of the previous promises in which Expedia gave 10 days to receive the refund. On July 5, 2019 she received an email from Expedia that advised the refund has been processed and after the 10 day wait she replied advising she had not received her refund as yet.
After further review, on July 29, 2019, Expedia has been able to review the reservation. The reservation was cancelled on June 5, 2019 and the refund was issued to the *** card ending ***. Expedia emailed the cancellation itinerary and a refund receipt to the customer on June 5, 2019. The hotel reservation was a “Pay Later”, which means the hotel charged for the reservation and refunds when necessary. The actual time frame for the refund is dependent upon the financial institution applying the funds back to the account.
The refund shows processed in our system:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies.
At the time Ms.’s 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 Expedia has applied a $50 hotel voucher to your Expedia account for your inconvenience. The voucher terms and conditions are listed on the voucher and available to you online. The voucher is valid for anyone who books a “pay now hotel” or a “pay now hotel and flight” reservation while being logged into Ms.’s account. 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
• Aug 09, 2019
August 9, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint regarding cancelling the hotel reservation and receiving a full refund and 20% compensation.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. On August 2, 2019, Ms. called in doing a follow up. Our representative was able to review the notes on the account and determine that the hotel’s cancellation policy was different than the policy that was written with the reservation. Our representative was able to process a refund for $1591.44 to the original card that was charged. The refund should appear on that card within three to seven business days from the processing date.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies. At the time Ms.’s 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. Please accept our apologies for any inconvenience this may have caused. The $50.00 hotel voucher remains on your Expedia account for the inconvenience of the experience. Expedia has communicated the hotel’s cancellation policy with our market for a correction on our site to avoid any future problems for our consumers. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Aug 09, 2019
Complaint: ***
I have reviewed the response made by the business in reference to complaint ID, and I have already received the original payment $1591.44 in my bank account, but I still require Expedia to pay me 20% compensation of the price,which should be $318.29. Because I have been wasting so much time and energy in this simple issue, which should be solved quickly. I have e-mailed different teams for about 10 times, I have called Expedia's customer service for about 5 times, and each time I waited on line for about 1 hour on average. I also called *** twice since they are the party who charged me. I complained to Revdex.com, disputed resolution at ***, which both wasted me lots of time. Since I disputed the transaction in my bank account, I cannot close the account before I leave the USA because I cannot close the account if I have disputed transaction in my account. This also cost me extra money since I need to make international phone call to close the account. Though Expedia promised to give me $50 voucher, this is useless to me since I will not use Expedia to make hotel reservation in the future.
I booked itinerary *** on www.expedia.com on Wed 12 June at 12:17, GMT+8, with the following flights:
*** Thu 16:10-16:35
*** Thu 18:30-19:00
The specification of the latter fligth, ***, is shown as below in the confirmation email:
***
Victoria (YYJ)
6:30pm
flight to
Vancouver (YVR)
7:00pm
Fare type: Basic Economy
Cabin: Economy / Coach (A)
Included
1 Free Bag
Seat Choice
Carry On Bag
115% Miles
Premium Seat
Fee applies
Changes
Meals
Not included
Cancellation
Priority Check In
However, when I check the itinerary on the Expedia website later on, as well as on the *** website, the "1 free bag" and "free choice" conditions are removed. I therefore made an enquiry with Expedia, and they opened a Case with ID [***]. The first representative, Dyn, asked for proof, upon which I produced a PDF copy of the confirmation page stipulating the above. A second representative, Mia, then provided the following information, thereby completely dodging the issue:
"For the one carry-on bag. All carry-on baggage rules are strictly enforced. All bags that do not respect maximum sizes will need to be checked, and additional checked baggage charges may apply. For the first bag is $ 31.50 CAD and second bag is $ 52.50 CAD including taxes and fees. For travel within Canada or between Canada and the United States, a Canadian tax of $3.00 CAD may apply to baggage fees.
For the seat choice, you will need to coordinate that on the airline site directly.
Mia"
I wrote back twice afterwards requesting expedia to rectify the issue to no avail.
July 30, 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 for baggage.
Our records indicate on June 11, 2019, Mr. or an authorized user of the Expedia account booked a combined one-way ticket departing on August 1, 2019 from Vancouver, BC, Canada to Victoria, BC, Canada and returning August 8, 2019 from Victoria, BC, Canada to Vancouver, BC, via ***. A confirmation email was emailed on June, 11, 2019; which has not been opened or reviewed.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm there were numerous emails from July 23, 2019 through July 26, 2019 about the baggage charges. Mr. emailed Expedia advising he made the flight purchase because the free baggage. Expedia emailed him as follows: “For the one carry-on bag. All carry-on baggage rules are strictly enforced. All bags that do not respect maximum sizes will need to be checked, and additional checked baggage charges may apply. For the first bag is $ 31.50 CAD and second bag is $ 52.50 CAD including taxes and fees. For travel within Canada or between Canada and the United States, a Canadian tax of $3.00 CAD may apply to baggage fees.” Advising the baggage charges were not included.
After further review on July 30, 2019, Expedia reviewed the creation of the reservation, the confirmation itinerary and *** website information. Upon our review the confirmation itinerary is noted as follows: “bring a carry on” and “pay to bring a checked bag”. The baggage detail on *** website is as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
The baggage detail on the Expedia confirmation appeared as:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies.
At the time Mr.’s 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. 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.
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
August 5, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding the baggage charge.Expedia has been able to verify the confirmation email sent on June 11, 2019 reflected the following:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
After further investigation Expedia verified the baggage information was listed on a confirmation itinerary was incorrect but we are willing to honor what Mr. received. Expedia is willing to issue a refund for the baggage charge (estimate $55.50) and in order to do so we require a copy of the baggage charge. An email has been sent to Mr.’s email address asking for a copy of the baggage charge. Mr. needs to attached a copy of the airline baggage charge in pdf format to the email and reply. Upon our receipt we shall review and issue the refund the card that we originally charged.
In addition for the inconvenience experienced, Expedia has applied a $25.00 hotel voucher to your Expedia account. The voucher is valid for a ‘pay now hotel” or a “pay now hotel and a flight”. The voucher can be used by any one logged into Mr.’s account and is valid until August 31, 2020 for a one-time use. Mr. can view the voucher on his Expedia account along with the terms and conditions.
Please accept our apology for any inconvenience that may have been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***.
To whom it may concern,
Last month (June 2019) I went on my honeymoon and attempted to book the trip months in advance. Since I have been a gold member of expedia for quite a few years, I trusted that the details of my reservation would be intact, and that the service would be amazing as usual, however, that was not the case this time around.
I called expedia in order to book flights and accommodation for my husband and I, the representative was extra nice, however, she entered the information incorrectly from the very first call. As soon as I realized what had happened, I immediately called expedia and explained the situation, expecting for them to listen to the call and fix their mistake, but this was not the outcome. The representatives would always send me to their supervisors, then to corporate, and after a few hours of chatting to the corporate representative, the call would either drop, or they would not find a resolution and promise to call back— but never with an answer. The same situation happened about 7-8 times with calling and speaking to different people every single time.
After speaking to several representatives and not getting them to fix their own mistake, the time for our honeymoon came and we went on our honeymoon, however, because of Expedia’s mistake, the hotel charged us nearly another $2000 dollars upon arrival in order to fix our honeymoon vacation package. At this point we had already paid expedia over $5000 dollars, which left us with no money to spend in our own honeymoon.
I am very disappointed on the lack of resolution I got from this company, and even though everyone I spoke to was nice and had a great attitude, the monetary loss was too grave for me and my husband to let it go. Because of Expedia’s mistake, we were not able to start our life together on the right foot financially. Since expedia caused us to overpay gravely for our honeymoon, we would like to get our money back as soon as possible.
August 8, 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 for $2000.00.Our records indicate on May 20, 2019, an Expedia representative booked Mrs. *** a package booking for one traveler including a round trip flight and hotel accommodation via itinerary ***. Travel was on ***, departing June 24, 2019, and returning July 2, 2019, from Dallas, TX, USA to Male, Maldives. The hotel accommodation was with the *** by *** for one guest arriving on June 26, 2019 and checking out on July 1, 2019, via *** - $3152.82. A confirmation email was sent on May 20, 2019, to the email address on the Expedia account. It was first opened on May 20, 2019 and reviewed seven times.Our records indicate May 20, 2019, an Expedia representative booked Mr. *** a round trip flight via itinerary ***. Travel was on ***, departing June 24, 2019, and returning July 2, 2019, from Dallas, TX, USA to Male, Maldives - $1929.23. A confirmation email was sent on May 20, 2019, to the email address on the Expedia account. It was first opened on May 20, 2019 and reviewed two times.Upon receipt of your complaint, we investigated the issues that were brought to our attention. We have been able to verify on May 21, 2019, Ms. claimed an error, says she asked for the room to be an over the water bungalow, but the agent booked beachside. Our representative called the hotel and there was no answer. On May 22, 2109 through May 27, 2019, our representative emailed the hotel asking if the reservation could be changed. The hotel responded as follows. “The booking is on a nonrefundable policy you can proceed with amending the booking we will not charge any penalty for change however rate difference for the change in room type will be charged or upon arrival on availability our resort can assist with upgrade and upgrade supplement will be quoted direct from resort,”. Numerous emails were sent back and forth about the hotel room change. Expedia communicated with the hotel and emailed the hotel advising all-inclusive option was sold out in our system but asked if the over the water bungalow could be sold including breakfast since all-inclusive was sold out. We also ask if the guest could pay for the difference with the property to get all-inclusive. An email was received from the hotel which with the changed room to an over the water bungalow with breakfast was included and based on the email the hotel was supposed to charge the difference for all-inclusive when the guest arrived. An email from the hotel advised the, “clients can upgrade direct at the resort and all-inclusive supplement will be charged $90.00 per person per night. The booking is done for one person, hence extra person supplement will be charged $93.00 per night”. Expedia emailed the upgraded amounts on May 26, 2019 and Ms. replied asking to be booked on two flights with all-inclusive over water bungalow. If necessary, to cancel and rebook she would do. Expedia responded asking Ms. to call in and discuss. On May 23, 2019, Ms. called to follow up with previous escalated case. Ms. was claiming and error advising she requested an overwater bungalow and agent booked a beachside room. Our representative noted the hotel was not available but would be at 9 am local hotel time. Called the hotel again however we are unable to reach. Ms. did not want to wait for 48 hours, she wanted her issue to get resolved since this is for her honeymoon. The captured call recapped a beachfront all-inclusive room on May 20, 2019 for $4860.55 and the representative advised that Ms. would pay $580 at the hotel for a total of $5440.55. From May 30, 2019 through June 5, 2019, Expedia emailed Ms. advising we would be conducting verbal contact to the hotel to confirm the booking along with any extra fees that may be attached. On June 5, 2019, Ms. called to follow up on the room type. Previously verified via call recording. Emails between Ms. and the representative resolved the new room. Ms. is calling back to check if room issue has been resolved. Verified the hotel and dates, room selection change was made but still not entirely correct. Ms. was given breakfast option and should have been all-inclusive. The all-inclusive option is not available in our system. Ms. is aware her booking is only for one person and she was advised to pay to for additional person upon arrival at the hotel. Call placed to hotel, confirmed all-inclusive room type and inquired regarding charge to add additional guest to the room. Original agent who booked room quoted a total of $580.00 for the additional guest. Current room $1300.25; new room $3034.39 additional guest is included. Ms. booking is refundable in penalty subject to 100% up to the hotel. Hotel closed at this time will be open later tonight consult to lead in regard to possible options. Contact needed to be made with the hotel request to pay for upgrade. On June 9, 2019, Ms. called to follow-up on the pending case as per case history and she needs to reach corporate. Expedia emailed Ms. advising, “currently working on your case with the hotel in order to accommodate you in the best way possible”. On June 22, 2019, Ms. emailed Expedia asking for help and request to have her fiancé added to her reservation. Expedia responded and asked her to call in. On July 31, 2019, Expedia called Ms. and asked her to email in a copy of the hotel charges that shows she was charged the $2000.00 that she is disputing based on the Revdex.com complaint. Called the hotel and they wanted you to leave a message so they can call you back during their hours. On August 6, 2019, received copy of hotel charges that reflect $210 for the spa and $1378.50. Emailed Ms. advising the overage amount equals $1020.00. Quoted $4860.55 and advised that her responsibility was supposed to be $580 at the hotel for a total of $5440.55. Including $1378.50 paid at the hotel the total amount paid was $6460.55; less amount we charged $5440.55 due a refund of $1020 difference due to the error. The refund of $1020.00 per Ms. request has been issued to card ending *** and shall appear in three to seven business days. A refund receipt has been emailed to the email address on file.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies. 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.
Please accept our apologies for any inconvenience that may have been caused. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Booked a hotel room for July 15, 2019 in Eau Claire, WI. Manually changed the date from June 27 (date booked) to date I needed. Received confirmation email saying my reservation for that night was complete. Tried to change the date and/or cancel & rebook to the proper date online to no avail. Called customer service, unable to change or cancel it due to Expedia's policy. Expedia called the hotel, they won't change reservations made through 3rd party. This all occurred within one hour of booking the room. Asked for a supervisor, none available. Called again later, was told long wait time for a supervisor. Was on hold for 45 mins, no supervisor so I hung up.Expedia called me, chastised me for hanging up, and put me on hold again. Hung up after 5 mins with no supervisor. Called the hotel directly, they would not change Expedia's mistake. All I wanted to happen was to move my reservation to the correct date, which I had initially selected, and I would have gladly paid for and used the hotel room coming up in July. This was Expedia's mistake. They refused to accommodate my request and have billed my credit card $71.39 for a room I did not choose nor have an opportunity to use. At this time I simply want my money refunded.Product_Or_Service: hotel reservation
July 30, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund
of $71.00
Our records indicate that on June 27, 2019, Mr., or
an authorized user of his Expedia account, self-booked a non-refundable hotel
reservation using Expedia’s Mobile app under itinerary *** for two
adults. The hotel accommodations were
with ***, WI for a check in on June 27, 2019 and a
check-out on June 28, 2019. The total cost was $71.39.
Upon review of the customer’s itinerary
and using a tool which shows us what the customer was seeing during their
booking process, we can confirm Mr., booked the hotel reservation on June
27, 2019 to June 28, 2019 and agreed to book a “Pay Now” (paid at the time of
booking), non-refundable reservation. Mr. was advised of the above terms before
completing the booking, and a free cancellation was not advertised.
Once
the booking was created, we sent an email confirmation providing the same
terms: “The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation
for any reason, your payment will not be refunded.”
Nonetheless, when Mr. contacted Expedia for
assistance, we reached out to the vendor to request a refund on his
behalf. Regrettably, the request 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 restriction of
those providers. We hope you understand we must adhere to the policies dictated
by the hotel. Additionally, 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 Expedia. Expedia
is not liable for the acts, errors, omissions, representations, warranties,
breaches or negligence of any such suppliers or for any personal injuries,
death, property damage, or other damages or expenses resulting there from. Expedia
has no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would
have hoped, based on the information provided above we are unable to fulfill 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,
Cindy
G
Complaint: ***
I am rejecting this response because: I manually manipulated an arrow to change the date of my hotel reservation from June 27 to July 15. The date of departure indicated July 16. If Expedia’s software glitches and booked the room for Nune 27, that is their error. I am skeptical of this “tool” that allows them to see what I was seeing at the time of booking because I am 100% confident that I changed the date. I had read the terms Expedia mentions and knew that I was booking a non-refundable room. That is precisely why I double checked that all the information was correct before submitting my request. I appreciate their adherence to theirs policy, however I contacted them immediately about the mistake...their mistake. In me, they had a customer completely willing to have the reservation corrected, pay the price that was quoted, and patronize a business I had visited before. Expedia’s steadfast refusal to work with me, regardless of their policies, reflects on their priorities, and their priorities certainly do not include satisfied customers. It is all about money regardless of the fallout in getting that money. Shame on you, Expedia. What you did was steal my money, plain and simple. You will never again have my business.
Sincerely
My flight was canceled and they offered the option of a refund.
They sent an email on June 1, 2019 saying that they were working on the refund.
Since then, they haven't processed the refund. Every time I contact them they send the same response saying they will update me in a few days.
It's been almost two months and they again sent the same response on 07/25/2019 saying they will update me within twelve days.
July 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to
the consumer complaint from Mr. *** (Revdex.com case number ***)
regarding an airline schedule change. We understand Mr. is requesting a
refund on his cancelled flight.
Our records indicate that
on October 18, 2019, Mr., or an authorized user of his Expedia account,
self-booked a round trip, Published Fare flight using Expedia’s website, under
itinerary ***. Travel was with
*** departing on December 1, 2019 from Mumbai, India to New York,
NY, USA at 9:10 am, with a connecting city in London, England, UK, and returning
on May 26, 2019. Total cost was $1,674.46.
Upon further review, we can
confirm *** initiated schedule changes on Mr.’s itinerary. The outbound flights were cancelled due to *** suspended operations.
Nonetheless, we reached
out to the vendor, who advised that the customer may choose from the following
options:
The outbound was departing at 8:15 am with *** on May 26, 2019 from New York,
NY, USA to New Delhi, India with a connecting flight in London, England.
The flight was departing at 10:00pm from New
York, NY, USA to New Delhi, India with a connecting city in London, England.
A full refund may be requested depending on
the policy of the airline.
To accommodate these
reservations, or receive a refund, we advised Mr. would need to call
Expedia and speak with a representative to advise of their decision.
On May 16, 2019, Mr.
*** called Expedia requesting a partial refund, our agent assisted the
customer to process the refund request on the airline website.
Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on these bookings. We hope you understand we must adhere to the
policies dictated by the vendor.
For further information, the
full terms and condition of the “Vendor Rules and Restrictions” is available
for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
Nonetheless, Expedia
reached out to the vendor again and advocated on the customer’s behalf, fortunately,
on July 25, 2019, the refund was approved, and Expedia processed the refund of
$785.86, back to the original form of payment through the airline. The time it takes a refund appear in the
customer’s account, may take six to eight weeks.
We regret Mr.’s
experience was not as we would have hoped, and any subsequent inconvenience
caused. Expedia welcomes customer feedback in our ongoing effort to improve
upon the customer experience.
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,
Cindy G
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: the refund amount I received was only $404.80 instead of $823
Sincerely
August 2, 2019
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,
Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.
We are again responding to Mr. complaint regarding the refund for the cancelled flight.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. We have been able to verify that only one of the tickets was refunded. Please accept our apology for any inconvenience this may have caused. Expedia has issued the refund for the second ticket *** and Mr. should be receiving on the original card charged within the next billing cycle.
As a one-time courtesy, Expedia has added a $50.00 voucher to Mr. Expedia account. The voucher is valid for a “pay now hotel” or a “pay now hotel and flight”. The voucher is valid until August 31, 2020 and can be used by anyone who is logged into Mr. account. The terms and conditions are listed online with the voucher.
Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
I've cancelled a hotel reservation at *** in Gastonia, NC for 07-31-19, due to medical hardship reason. I cancelled through the hotel, and also through Expedia. On 07-21-19 I received an E-MAIL from Expedia stating that I will NOT getting my money back. I am complaining because this is unfair. I could NOT travel because my doctor said that I am unable to travel during that time. Why is it that I am penalized for something out of my control, and pay the whole amount $80.34 I am requesting my money back to my credit card. I thank you for the attention to this matter.
August 8, 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 Ms. *** (Revdex.com case number ***) is requesting a full refund of her hotel reservation as she cancelled due to medical reasons.
Our records indicate that on July 2, 2019, Ms. ***, or an authorized user of her Expedia account, self-booked a hotel reservation using Expedia’s website, under itinerary ***. The hotel stay was at the ***-*** for check-in on July 31, 2019 and check-out August 1, 2019.
We can confirm that on July 22, 2019, Ms. contacted Expedia and stated she was not aware that the hotel was non-refundable during the booking process. An investigation of her booking process was verified that the customer was aware prior to completing the booking. (see screenshot below)
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, activities, and is subject to the rules and restrictions of those providers. We hope she understand we must adhere to the policies dictated by our Vendor Services.
Additionally, *** accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above we are unable to honor her 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
Tell us why here...
I reserved a room for two people in the Dominican Republic through Expedia. I called to add a third person and was told I would have to change rooms. They said it was an upgrade to a better room on the castle side of the hotel. I asked numerous times (in the over 1 hour that I had to deal with customer service) if that was still on the castle side. He said yes. I contacted to remove the third person and was told that it would be a $771.89 refund. Then I was told that they reviewed the case and the operator did nothing wrong. Not only did they call me at 11:45pm to tell me this, but they would not accept responsibility for making telling me the wrong information over the phone.
Hello,
I just wanted to let you know that the situation was resolved. Not by the company the I filed the complaint against (Expedia) but the hotel this was in regards to (***). I called the hotel and spoke with a manager to whom I explained the situation and how much Expedia wanted to charge me to switch back to my original room ($1,900) and the manager just switched me back without an issue! I went online to see if I can submit this note through your portal but I could not find a place to do so which is why I am sending this email.
Sincerely
My recommendation? DO NOT ever use EXPEDIA.COM ever. I had a snafu with travel I had book through them and after a series of getting juggled around and calls dropped, On my third call I got a guy that seemed sincere in his wish to help me. He assured me the entire communications system was experiencing problems and if we got disconnected, he would call me back on a secure line. Of course I was dropped and five minutes later he called me from a CA number, (phony I’m sure) All three men had heavy accents that sounded from India. I requested a refund. I was told the only way was a credit would be put on an Expedia gift card and he requested my credit card number. I refused. He told me I was only making things difficult for myself and he threatened to cancel my entire flight. He then demanded I go purchase a gift card and he would load it from my credit card I said no. He berated me and said I was difficult to deal with. The website does not have an email or fraud line contact to call, making it ripe for fraud like this. I demanded an email to write to he gave me a *** account. I told him there is no way that was legitimate. He again threatened to delete all of my travel. I hung up. I got on the online chat window and worked with an agent that said that is not their standard practice and there were no logs of the prior calls I had made. Someone had accessed my Expedia account and altered my reservation on the mobile app. I had not done it and I had not given out my password. I changed my expedia password and put my credit card on immediate alerts when used. After my trip I will delete my Expedia account. I am so upset. I will never use them again or any website that does not have contact info on their website. I mistakenly thought it was a legitimate company. Site does not appear to have safety measures in place to prevent employee fraud. That MUST be rectified.
I reserved a room on expedia (***) at the *** for 6/15/19-6/16-19. When I arrived the hotel was already over crowded and there was no parking available. I was not able to stay at the hotel because I did not feel safe and was afraid if I parked somewhere else that my car would get towed. My referenced email address on the booking is ***.
July 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 10, 2019, Ms., or
an authorized user of his Expedia account, self-booked a refundable, Pay Later
hotel reservation using Expedia’s website, under itinerary ***. The accommodations were with the ***, South Carolina, for a check in June on 15, 2019
and a check out on June 16, 2019. The
total cost was $194.88. We understand
Ms. is requesting a refund in the amount of $194.88.
We can confirm that on July 21, 2019, Ms. initially
contacted Expedia through chat channel to request a refund. Expedia reached out to the vendor several
times who advised us that the customer was tagged as a no show. Regrettably, the refund request was declined.
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. *** by ***
*** is the merchant of record (the entity that received the funds and the
company that charged the credit card) on this booking. We hope you understand
we must adhere to the policies dictated by the vendor.
Additionally, we can confirm that Ms. received and
accepted the following hotel policy at the time of booking:
Cancellations or changes made after 6:00 pm Eastern Standard Time (US
& Canada) on
June 13, 2019 or no shows are subject to a property fee equal to 100%
of the total
amount paid for the reservation.
While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above Expedia is unable to
fulfill her 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,
Cindy G
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I was promised a refund by expedia and *** at the hotel.
Sincerely
I was looking for flights on Expedia. When I went to my account to transfer funds, I realized there was a $500 charge from expedia on my account. When I called they said it was a “Mistake” and a “Site error” and the funds would be returned in 3-5 business days. In addition to this being totally illegal and unprofessional, I got charged an over draft fee, and could not book the flight, as this depleted my funds for the flight. In the next 3-5 business days, flights will increase by hundreds of dollars. I already booked the hotel and will lose money if I do not attend. The hotel is scheduled for July 27- aug1. I spoke to a manager, Hector, at 11:33pm. Case number. Is s#***.
July 29, 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 purchase request. We understand *** is requesting compensation.
We’re sorry to hear that the customer was unable to book as they preferred and experienced any inconvenience. Compensation is not available for the purchase that was not completed.
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 Customer Service
Complaint: ***
I am rejecting this response because:
Sincerely
In Feb of 2019 I booked Air tickets for my family of 5 for $1273 to travel in Aug 2019. This was vacation travel from Newark to Sanfrancisco. Unfortunately, the family that we were visiting were not available and since I had an insurance on the trip I decided to cancel the ticket and claim insurance. When I called expedia the agent did mention these tickets were not refundable and I said that I have insurance and the process was I have to cancel the tickets to claim the insurance. At this point of time I was confident that the insurance that I purchased mentioned trip cancellation is covered so I asked the agent to cancel. After cancellation the agent said I have to contact the insurance company and file a claim which I did. after few days I received reply from AIG stating that the claim was not as per terms of policy and claim is rejected. This was not what I expected.
I then contacted Expedia and they said that they reviewed the case and they cannot help.
My issue is that I have been a member of Expedia for many years from Canada to USA so you build trust with an organization. when you book tickets the message you see on screen for insurance is trip interruption is covered. If I was warned by the agent to check if my reason will be eligible to claim I would have never cancelled the trip. Now, I cancelled the trip without recourse and have lost all the money and I am unable to take my family for a vacation. This money was saved with lot of hardship in difficult times and my trust in Expedia has created a nightmare for me.
I wish Expedia would have highlighted the claim recourse on the website on booking page then fine print as with their business trying to make a commission selling $95 insurance policy has costed my family their trip of $1273
July 30, 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 full refund.
Our records indicate on February 5, 2019, Mr. or an authorized user of the Expedia account booked five multiple destination tickets departing on August 13, 2019 from Newark, NJ to San Francisco, CA and then departing on August 28, 2019 from Las Vegas, to Newark, NJ; along with the Cancellation Plan via ***. A confirmation email was emailed on February 5, 2019; which was opened and reviewed once. On June 27, 2019, Mr. called in to cancel his tickets, our representative cancelled the itinerary in the airline system. On July 9, 2019, Mr. called wanting a refund for his flight. Our representative noted that Mr. knew the policy and had tried to file a claim it with the protection company and had been denied. He wants to escalate the call because of the denial. The escalation was taken over and he was advised the call needed to be listened so that Expedia could determine what he was advised during the call. On July 10, 2019, Expedia was able to listen to the call and confirmed there was no an error. An email was sent to Mr. advising that after we listened to the call. Expedia confirmed that the correct details and disclosures were provided for the insurance coverage. The refund was not guaranteed since it had to be subject to review by the plan depending on the reason of the cancellation.
After further review on July 30, 2019, Expedia was able to review the reservation that was created by Mr.. The protection was chosen when the reservation was created, the terms and condition were listed for the protection when it was chosen. Since having chosen the protection and deciding to cancel Mr. has to go through the insurance company and file a claim and they make the final decision regarding his claim.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies. At the time Mr.’s 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. 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. If we may suggest, should Mr. require any further assistance with his Cancellation Plan, he may contact Travel Guard at *** with policy number ***.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I understand what you have written as a response but please understand from a consumer point of view. When the insurance was sold it highlighted how the insurance covers the cancellation of ticket. There was no additional wording of T&C to it. But last week I noticed that now you make a special mention of T&C right under the insurance coverage details which should have been done earlier. Why this change if you believe everything was perfect?
2 issues
Why would I call and cancel tickets of August in July knowing it is not refundable? Because I was convinced that I was eligible for refund due to cancellation. I could have just held on the tickets and let it expire on day of travel
Why should I be forced to cancel the ticket and then claim the refund. If I knew that I was no eligible for refund I would have never cancelled the tickets
I sincerely believe the way you advertised the insurance policy was false.
I truly hope you will review this with a human perspective and resolve the issue
Sincerely
I booked a family trip to the Dominican Republic and recently the US Government issued a travel advisory for traveler going to that region since over 15 Americans have suspciosly dies of unknown causes. I requested a refund on the trip that was over $850, the refunded only $470, explaining they cannot refund the excursion despite and the full trip despite it being under investigation for abnormal amount of deaths which they have yet to find a cause. If it was an all inclusive why not be able to refund the trip and only charge the airline fee's?!
July 29, 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 full refund; who was booked under Mr. *** account.
Our records indicate February 13, 2019, Mr. *** or an authorized user of the Expedia account booked six round trip flights departing on July 8, 2019 from New York, NY to Punta Cana, Dominican Republic and returning on August 2, 2019; with a five night hotel stay at *** and the Package Protection Plan via ***. A confirmation itinerary was emailed to the email address on file on February 12, 2019, it was opened once on February 12, 2019.
Upon receipt of Mr. Jr’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 18, 2019, Mr. *** called in and wanted to know if he could get a full refund once he cancelled the entire package? Our representative advised the flight would be an airline credit but the excursion and hotel portion would be a full refund since they were outside of the penalty period. Mr. *** decided to leave the reservation as it was, no changes were made. On July 11, 2019, Ms. called in requesting to cancel her trip from the reservation. Our representative reviewed the account and determined the normal cancellation process would be effective and advised her of a $476.63 refund, for the fight only. On July 13, 2019, Mr. *** called in to cancel one of the travelers from the ***. Expedia attempted to contact the vendor but had to send them an email. Upon receiving the notification from the vendor Expedia advised Mr. *** that the Caribbean Route vendor denied authorizing Expedia to issue a refund for the cancellation of the activity. Expedia also sent Mr. *** an email advising of their refund denial.
After further review on July 29, 2019, Expedia reviewed noted on the account and the reservation. The flight reservation for *** was divided from the original record and cancelled per her request on July 11, 2019. Ms. was advised that the refund was being issued for the flight only in the amount of $476.63. The refund was issued to VISA card ending ***. A refund receipt was emailed to Mr. *** email address on file.Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, activities and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors.At the time Mr. ***’s 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. 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. 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
On Monday, July 15th, I was booking two flights on Expedia.com. Both flights were booked together, on one reservation.
Please note: Expedia has a "policy" stating that you can cancel/change your reservation within 24 hours without penalty.
I booked one reservation and cancelled it within minutes because I had selected the incorrect date. This cancellation went through normally, and the money was refunded. I then proceeded to book a second reservation, which I also cancelled within MINUTES of booking (found a better flight option with *** Airlines) - for this, I was only refunded for one of the tickets. The cost of the other ticket ($419) was never given back to me. I even called Expedia's customer service, while I was waiting for the cancellation to go through, to ensure that I had successfully cancelled second itinerary. I received an email stating the the ENTIRE reservation was successfully cancelled and no further follow-up was needed. In addition, BOTH passenger's names were listed on the cancellation email (not just one). However, only 1/2 of the money was returned. This means that Expedia decided to keep $419 dollars of my money, even though per their policy, I did everything correct and cancelled well within the allotted 24 hour cancellation period.
I have tried to receive help, have spoken to multiple of Expedia's representatives, have spent a ridiculous amount of time on hold, only to be told that there is nothing they could do. When I asked why Expedia has the right to simply keep half of my money, they provided no response. They said "sorry for the inconvenience" as if my time, money, and stress over this situation means absolutely nothing to them. I fully feel that this is customer abuse. Expedia is using a loophole to misconstrue information to customers in order to gain profit. I have tried everything I could to receive help from them, but have not spoken to a single person who could rectify the situation.
I am hoping Revdex.com can help me!
July 26,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number
***) regarding a flight reservation. We understand, Ms. is
requesting a refund of $419.90.
Our records
indicate that on July 15, 2019, Ms., or an authorized user of her
Expedia account, self-booked a roundtrip flight, using Expedia’s website, under
itinerary *** with *** departing from Chicago, IL on
August 30, 2019 and returning on September 2, 2019. Total cost was $839.20.
On the same
day, the customer self-booked a roundtrip flights for two passengers under
itinerary ***, with the same airline, departing from Chicago, IL on
August 29, 2019 and returning on September 2, 2019. Total cost was $839.20
Upon review
of the customer’s account, we can confirm that Ms. called Expedia on
July 15, 2019, requesting to cancel the flight reservation. At the time our agent was verifying and confirming
the cancellation of her flight, Ms. advised that she received an
email confirmation that her flight was cancelled. The cancellation of Ms.’s itinerary
***, was not processed by our agent.
While we
regret Mrs.’s experience was not as we would have hoped, based on the
information provided above, Expedia is unable to fulfill her 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,
Cindy G
Corporate
Correspondence Team
August 1, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund of $419.60.
We understand that the customer canceled the flights for two passengers that were booked via itinerary *** on July 15, 2019. The original charge for both passengers would have been $839.20.
We have reviewed the records for itinerary *** and see that there was a charge of $419.60 that was completed on July 15, 2019 and not refunded. We apologize for any inconvenience.
A refund of $419.60 was processed to the original form of payment on August 1, 2019. 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 Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked online with Expedia. it said cancellable within 24 hrs. now they are telling me that the hotel has a different non refundable policy. I was on for over an hr with customer service. I sent screen shots showing that there was no notification that these cancellation policies only applied to my air and not the hotels. just so wrong. it was like a bait and switch
July 26, 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 $399.00.
Our records indicate on July 21, 2019, Ms. or an authorized user of the Expedia account booked a one-way trip departing July 25, 2019 from Chicago, IL to New York, NY, along with a one-night hotel stay at *** via ***. A confirmation email was emailed on July 21, 2019; it was opened and reviewed twice.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 21, 2019, Ms. called to cancel the hotel reservation.
Our representative advised the reservation was non-refundable. Ms. advised that on her online account showed the itinerary could be cancelled within 24 hours. Our representative advised the 24 hour cancellation was for flights. Ms. was not happy and was transferred due to the call being escalated. Our next representative took over the call understanding that Ms. wanted to cancel the hotel without paying anything. Ms. stated the confirmation that was sent to her says she can cancel the booking within 24 hours without a penalty. Our representative reviewed the reservation. The flight was voidable and the hotel is non-refundable, non-changeable and cancellation was not permitted. The representative asked for a copy of the confirmation. Ms. provided a screenshot which did not show that reservation could be cancelled free of charge. It only shows it can be cancelled online. Our representative tried to replicate the booking as Ms. stated and there were no details about the hotel. Our representative was able to verify the flight would be cancelled within 24 hours and the hotel was non-refundable non-changeable, Ms. did not agree and disconnected the call.
After further review on July 26, 2019, Expedia contacted the hotel and inquired if they would allow the reservation to be cancelled and refunded and they denied the request.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies. 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 Expedia is not able to honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I booked a vacation package through Expedia which included flight and hotel. I paid for 4 night stay at the resort. When the resort contacted me, they informed me that there was no transfer available from airport to resort the day of my arrival and I would need to get a hotel by the airport and wait for a transfer the next day. This would now only give me 3 nights at the resort which I paid for 4 nights. I contacted Expedia and they assured me they would book me a speedboat that would take me from airport upon my arrival to the resort as well as book me a transfer back to the airport the evening of my departure. When I arrived at the airport, there was no one there as promised to greet me and take me to my transfer. When I contacted the transfer company, they said they emailed Expedia and informed them they had no transfers in the evening, but Expedia never notified me. I then needed to find a hotel by the airport and wait until the next day. I contacted Expedia numerous times with no response. The next day I got the transfer and didn’t end up at the resort until 3pm so that day was wasted as well. I then was informed by the transfer company booked by Expedia that there was no transfer back to the airport at the time they booked. So I needed to pay for the seaplane from hotel to airport. In summary, Expedia is guilty of false advertising and as a well established travel agency they should be aware of packages and ensure they work with the flights they sell. Our trip was miserable and we were on the phone and email with Expedia trying to solve all the issues the entire trip and were not able to even enjoy our vacation. I want to be refunded for this horrible trip.
July 28, 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 and transfer. We understand ***. *** is requesting a refund.
Our records indicate on December 24, 2018, ***, or a person authorized for the account, self-booked a package via itinerary ***, selecting flights with ***, traveling from Los Angeles, CA, USA to Male, Maldives, departing on March 23, 2019 and returning on March 29, 2019. The outbound flight selected by the customer was scheduled to arrive into Male International Airport at 3:35 PM. The hotel reservation selected was four nights with the ***, checking in on March 24, 2019.
The terms and conditions for the package items were provided and accepted by the customer at the time of booking. The hotel terms and conditions included:
· There is no after-hours reception at this property. Guests arriving late won't be able to check in until the next morning.
· Airport shuttle service is available on request from 6 AM to 3:30 PM. Contact the property in advance to make arrangements.
· Guests must arrange transfers (surcharge) from Male International Airport to the property, which is 20 minutes away via seaplane. To guarantee transfers and receive additional check in information, guests must contact the property with their flight details at least 72 hours before their expected arrival. Please contact the hotel office using the information on the reservation confirmation received after booking.
· Daily transfer service is offered by *** between 9 AM and 3 PM. Guests arriving or departing outside of these hours are advised to book a local hotel room in Male or Hulhumale.
On December 30, 2019, itinerary *** was self-booked in the same customer account. The purchase on that itinerary was for Shared Speedboat: Roundtrip MLE Airport to *** for two people.
The terms and conditions for the speed boat transfers were also provided and accepted at the time of booking, and included:
· Transfers from MLE Airport to Veligandhu*** operate at 10:30am, 15:45pm
The information provided at the time of booking advised that transfers arranged with the hotel would not be available after 3:30 PM, that the speed boat transfer would not be available after 3:45 PM, that if flights are selected arriving after that time a hotel reservation for the night of arrival would be required near the airport, and the transfer to the island would be required for the next day.
The customer called on March 24, 2019 advising that they were not being transported to the island that night and would not check in on time for their hotel on the separate itinerary. Additional calls were received from the customer with requests for refunds.
The transfers were refunded in full. Additional refunds of $550.00 and $170.00 were provided. No additional refunds were offered or are due.
Compensation is not available, as the customer was provided the information necessary to understand when the transfers were available at the time the items were booked.
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 Customer Service
August 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the additional comments from *** M. *** (Revdex.com case number ***).
As previously advised, the customer self-booked the hotel and flights via the website on December 24, 2018, and also self-booked the speed boat transfer o December 30, 2018. When booking via the website customers act as their own agent.
Information from the hotel advises that shuttle service from the airport is not available after 3:30 PM, for Male airport the property is 20 minutes away by sea plane, there is no afterhours reception at the property and guests arriving late won’t be able to check in until the next morning. The property information also advises that if flights are arriving past the hours for transfer service, it is advised to book a hotel in Male or Hulhumale for the night of arrival.
The customer selected the hotel and the flights for the package, and selected flights that arrive in the Male airport at 3:30 PM. They were required to select flights that arrive in time to complete the transfer to the hotel, or to book a hotel in Male for the night of arrival and book the reservation at the resort starting on the following night.
The reservation for the speed boat transfer advised that it operates at 10:30 AM and 3:45 PM. The customer booked the speed boat transfer for the same date of arrival as the flight that was scheduled to arrive into Male at 3:30 PM. We contacted the vendor and found that the speed boat transfer was provided as purchased but was no showed.
The customer contacted Expedia for assistance with the reservations at the time of travel. At that time the items booked were nonrefundable. We advocated for the customer with the vendors and were able to provide a full refund for the speed boat transfer that was no showed. Additional refunds of $550.00 and $170.00 were provided.
While we understand the customer is requesting additional refunds or compensation, no additional information has been brought to light that changes the first resolution provided. Expedia will not be providing any additional refunds or compensation regarding this case.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
We did not self book any components of the vacation package. This package was offered by Expedia with specific resort and flights at the price offered. If we were to self book we would have either booked the hotel and flights separately and not as a package or booked directly with the resort and airline. We chose to trust Expedia and book as a package which they offered as 4 nights at resort with the flight options they provided. If the package did not work as advertised, they should not have sold it as such. Therefore, Expedia is at fault for false advertising. As for the speedboat transfer, I called Expedia and spoke with an agent directly who booked the transfers for us in order to make the package work as advertised. They booked the transfers at times that the speedboat did not even run and never notified us of this as obviously they had not researched any of this information before offering these transfers or the package.
Again, the reason for the refund for the speedboat transfer was because we ended up having to pay out of pocket for a seaplane transfer back to the airport from the hotel and the $550 refund had nothing to do with compensation for Expedia’s errors with the package, but rather for the $800 phone bill we incurred due to having to contact Expedia to resolve these travel issues as well as the $100 we paid out of pocket for the night at the hotel in Male on our arrival.
Expedia should not be selling vacation packages that do not work and are not as described. We paid a large sum of money for this vacation and did not get what we paid for and on top of that had to deal with the stress of all our travel issues which prevented us from enjoying our trip.
Sincerely
My company pre-paid Expedia for a 4 nights hotel stay in China ($651) from June 17th to June 21st. Due to a late arrival in China on June 18th, I was charged for 1 night and lost my reservation for the other 3 other nights (Hotel was fully booked on June 18th and I was unable to get another reservation - I stopped by the hotel on June 18th and discussed the matter with employee *** at the front desk). Expedia claim the hotel charged for 4 nights while I have a written email from hotel *** they only charged for only one night. Expedia claim they contacted the hotel to obtain reimbursement but are unable to obtain a refund for the 3 nights... I have documentation to support the claim that the hotel only charged one night.
July 29, 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 partial refund.
Our records indicate on May 29, 2019, ***, or a person authorized for the account, booked a package for one passenger including flights and hotel. The hotel reservation was for four nights, checking in on June 17, 2019, with the ***.
We’re sorry to hear that Mr. was unable to stay with the hotel as through the dates he booked as planned and that he experienced any inconvenience when attempting to receive his refund.
We confirmed with the hotel that they were only charging for the first night of the reservation. A refund was processed to the original form of payment on the reservation in the amount of $488.73 on July 29, 2019. 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 Customer Service
I booked my vacation to Mexico through Expedia on line. The only purchase they got right was my flight. I booked my hotel stay for Acapulco , Mexico and my car rental in Mexico City where my flight landed. The advertisement for the car by Expedia was through a company named *** . I paid for a Collision insurance coverage with the booking advertised by Expedia for this car rental . They charged me $241 USD and when I got to the car company to find out the name of the Was different and there was no *** company they are operated by a company called *** . They had my info for the rental but advised me the insurance I was charged for through Expedia they didn’t expect and it was for their car rental on Expedia . I was unable to rent the car due to this. But Expedia charged me the money and has not issued me a refund stating that *** owes me the refund when in fact Expedia is the one who charged me not *** in the first place unlike advertised . Then secondly I booked my hotel stay in Acapulco, Mexico . I was charged $251.12 for that through Expedia hotel advertisement to get to Mexico and find out it was a scam. The hotel is called Apartment / Flat there is no such hotel in Mexico . I was charged in Euros not USD or PESO but Euros !!! The hotel listing was for Mexico , my vacation is in Mexico . They took my money , I have all the listings , advertisement , literary # provided by Expedia and they were all found to be not what was advertised when I got to Mexico . I’ve been in a foreign country with my 3 kids and my whole vacation booked through Expedia . Com and nothing they advertised and charged me was true. They have scammed me to the fullest . I’ve reached out to them several times for refunds . They are of no help. They have put my life and kids in danger . Expedia needs investigated to the fullest existent of the law . I want my money returned!!! The hotel doesn’t exist here .I want all my money returned !!!
The rental for my hotel has been resolved through a company called *** . I ended up going through a second party which was *** who sold the booking through Expedia and they were able to get me in touch with the rental property and they were from France and everything worked out. But going through Expedia for the booking made me very un easy after what I have Experienced with the car rental through threw u them . I have had over 24 correspondence with Expedia regarding the car rental . I have the original listing of the advertisement for the rental and what I was suppose to pay once I got to the Car rental company through *** . When I rented the car through Expedia , Expedia prompted me through the check out to purchase Collision Coverage which was $242 , when I arrived in Mexico City and went to the company with my booking # I found out there is no Car rental named *** it’s called *** . They advised me the insurance policy I was sold through Expedia was not accepted and I was not able to rent the car. The price of the rental also was not what was advertised . When I asked for my money to be returned the car company told me Expedia has my money they do not. I have been back and forth with Expedia since the 18th the day the problem occurred and they have no solution. I am owed a refund for $242 as they took my money for something that was not accepted for the purchase they sold me in the booking of the rental. Expedia really needs investigated . My whole concern even with the hotel was the name of the hotel on the booking was not the actual name of the hotel when I finally got in touch with the actual Company *** my issue was resolved but nothing with my car rental has been solved . Details are attached . I’m owed a refund for $242
July 29, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs.
***. *** (Revdex.com case number ***) regarding a car and hotel
reservations. We understand Ms. is requesting a refund in the amount of
$492.12.
Our records indicate that on July 15, 2019, Mrs.,
or an authorized user of her Expedia account, self-booked a pay later car
reservation with Travel Protection Collision Damage Plan using Expedia’s Mobile
app under itinerary ***. The
reservation was with *** for July 18, 2019 to August 8,
2019. The customer booked a Compact 4/5
Door car. The total cost was $277.94
($35.94 for the car and $242.00 for the Collision Damage Plan. On July 16, 2019, Mrs., self-booked a Pay
Later hotel reservation using Expedia’s Mobile app, under itinerary ***. The accommodations were with
*** for a check in on July 22, 2019 and a check out on July
26, 2019. The total cost was $248.14
Upon review of the complaint, we can confirm, Mrs.
was advised and acknowledge the terms and condition of the hotel and car
reservations before completing the booking. The car reservation stated that “Your
rental may have mandatory, local requirements that result in additional charges
at the time of rental”.
Furthermore, an email confirmation was sent to the customer
advising the policies and restriction of the car rental company and the hotel.
Expedia serves as 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.
***-*** and *** are the merchants of
record (the entity that received the funds and the companies that charged the
credit card) on these bookings. We hope
you understand we must adhere to the policies dictated by our vendors. Additionally, Expedia’s Terms of Use, which
were agreed to by Mrs. at the time of booking, expressly stated:
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 advised Mrs. to liaise with the ***
directly as she received an email from the property manager about the vacation
rental details. Fortunately, an email
was received from Mrs. on July 23, 2019 informing Expedia that the issue
was resolved.
Nonetheless, we reached out to the car rental company who
advised that the customer’s Collision Damage Plan was not accepted by the vendor. On July 25, 2019, Expedia processed a refund
of $242.00, back to the original form of payment. The time it takes a refund to post to the
customer’s account depends on their banking institution, usually within three
to five business days.
While we regret Mrs.’s experience was not as we
would have hoped, based on the information provided above, Expedia is not able
to fulfill her full 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,
Cindy
G***
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
On 7/3 I booked a room on expedia for an upcoming trip I had on 7/12 to 7/15 to Brooklyn, NY. In my reservation, I put that there were 4 adults and one of the room that came up seems to be reasonable to accommodate the 4 of us. The next day I received an email from the property owner going over the rules and such...one of the things that caught my attention were "I would be sharing her house with other guest, the room I had was upstairs, etc..." I replied that I wasn't comfortable sharing the house with strangers, it was my understanding that we would have her house for the weekend because that's how it was read on the internet. She told me that my assumption was false, she doesn't know how, why or who made her house available for $379 for 3 nights for 4 people, this isn't the case she would be only giving us one room, if we want a 2nd room then we needed to pay her for it accordingly. I then told her never mind, just cancel the reservation and we would look elsewhere. She confirmed I would be receiving a full refund. Here's the problem, I did not received a full refund I only received partial. I got $337 back.
July 26, 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 request for $42.00. Our records indicate on July 23, 2019, Ms. or an authorized user of the Expedia account booked for people for a three night hotel stay at *** IN Canarsie Brooklyn, NEW York; via ***. A confirmation email was emailed on July 3, 2019; it was opened and reviewed once.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 26, 2019, there are no notes or documentation on the Expedia account regarding cancelling the reservation. Expedia called Ms. and she advised that she was refunded $237 and not $279 and wants a refund of $42.00. Expedia offered as a one-time courtesy a $100 voucher to the Expedia account that would be valid for a one time use until August of 2020 and she accepted. Advised the voucher is valid for a ‘pay now” hotel or a “pay now hotel and flight”, and Ms. accepted the voucher .
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.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. 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.
I understand the hotel or room was non refundable but they didn't hold their end of the bargain. I specifically requested a space for 4, hotel said they could accommodate us 4 for a specific price then turn around and demanded more money. How is that fair? In order for the "no refund" policy to be effective, the business needs to be held accountable for "no fraud, no ripoffs, no not holding your end of the bargain once you agreed to a specific price"
Sincerely
1. I booked a guaranteed car reservation on expedia based on positive reviews of the rental agency (***)
2. After a 3 hour flight arrival delay, I called the car rental agency to find that my guaranteed rental was given away and thus cancelled by the vendor. No more cars were available.
3. Expedia had no knowledge of this cancellation. Hence I went to recheck the vendors reviews on expedia to see if I could leave a bad review about this car rental agency.
4. I went to look at Expedias car rental search results page but could not figure out how to read the reviews or write a review. I called Expedia to find out how to leave a review. After 1.5 hours of wasted time and an escalation to a supervisor, Expedia verified there is NO WAY to leave a car rental review on their website. I then asked how is it possible that they have customer recommendations and reviews? Expedia supervisor confirmed that the recommendations/reviews for car rentals are based on self reporting from the car rental agencies.
5. I then googled the reviews of this car rental vendor and found out 300+ negative reviews dating back a few years.
6. Expedia presented false and misleading information on their website resulting in a high amount of stress for myself (mother) and my son. Because of their false and misleading reviews, we were stranded in the middle of the night in a city we dont live in during a heat wave. I had to at the last minute book a new car at a different agency for $200 higher than we originally budgeted.
7. Expedia gave us a $100 coupon towards a future booking, but there is no good enough price for breaking our trust in their website, creating horrible memories for my family, and putting us in danger when it could have totally been prevented.
I opt out of Expedia listing and they will not remove the listing from the site . My listing shows sold out, so I may be losing costumers. If I opt out that means to me they do not have the right to show my listing. I just want them to remove the listing.
July 23, 2019
Revdex.com
Alaska, Oregon & Western Wington
Complaint Department
Dear Revdex.com,
Thank you for taking the time to contact Expedia. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *. *** (Revdex.com case number ***) regarding an Expedia listing.
While Mr. did not provide a listing name or additional information, from his complaint details it seems he is the owner or operator of a property listed on Expedia’s website.
We respectfully ask Mr. to reach out to the Expedia representative assisting with his vendor account, as they will be best fit to assist him. He can also reach the appropriate team by calling 1-888-397-1786 (toll free).
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
This always ends...with me hanging up... never able to get through and have had minimum of 45 minute hold time before talking to me. Then I am told to call someone else or am transferred to another person and put on hold again. I need to know when they will call me and from what number ID.
I tried to call when Expedia double booked me and the call was dropped each time after a hold time. The last one in April resulted in the guest blaming us and making unkind remarks in a review. She claimed we would not refund her money. This was Expedia’s fault not ours and we did not have her money. I need someone to talk to her and own the problem there.
The buisness name is in the Revdex.com report. ***.
Sincerely
August 1, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mr. *. *** (Revdex.com case number ***). We regret to hear he did not accept our response and/or resolution offered.
Upon receipt of Mr.’s response, we reached out to Expedia’s market management team to ensure proper assistance is provided. Since then, the appropriate team has communicated with Mr., and will continue to assist until his ask for his property to be removed from Expedia’s website can be granted.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N
Corporate Correspondence Team
I once booked a hotel named *** through Expeida. And this order is fully refundable which is showed on the Expedia's website. The itinerary number is ***. I cancelled this trip on June 05, 2019. And I requested the full refund throuth Expedia. Because the transaction was post on my bank account 3 days after I booked this hotel, however, this was a pay later order. And Expedia emiled me this request would be processed within 48 hours. After two weeks, however, I still not got my refund. And then I called the customer service, and complained about that. Then over the next few weeks, I received the junk mails from Expedia every day, said 'we are still in the process and please expect an update within next 72 hours'. Then, I called Expedia again, they said they would contact ***, and submit the request of refund. Then I reveived the confirmation email, 'this refund will be released within 48 hours and need up to 10 days to post on my account'. After 10 days, I still not got my refund. I called Expedia again, and they told me this was not a confirmation letter, this only means submitting the request, and they would contact hotel immediately, and they would give me feedback within 48 hours. However, untill now, I still not get the feedback. I want to know why it need so much time to process this reasonable redund. Actually, I have wasted too many hours on this, and I still not got the refund which is guaranted in the contract. Expedia is always cheating me. I'm very angry.
July 29, 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 full refund and 20% compensation.
Our records indicate on April 1, 2019, Ms. or an authorized user of the Expedia account purchased a four night hotel stay at the ***, checking in on July 1, 2019 and checking out on August 1, 2019 via ***. A confirmation email was emailed on April 1, 2019; which has not been opened or reviewed.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 5, 2019, Ms. logged into Expedia online and cancelled her hotel reservation online. The reservation shows cancelled and the refund shows in our system. A refund receipt was emailed along with a cancellation email. From June 23, 2019 through July 2, 2019, Expedia emailed Ms. on numerous occasions advising we were in the process of contacting the *** to verify the refund process. Ms. responded back on many occasions advising she was still looking for the refund. During that time our representative emailed the hotel, inquiry if they charged Ms. for the reservation and if they would be issuing a refund. On July 17, 2019, Ms. called in to complain regarding all of the previous promises in which Expedia gave 10 days to receive the refund. On July 5, 2019 she received an email from Expedia that advised the refund has been processed and after the 10 day wait she replied advising she had not received her refund as yet.
After further review, on July 29, 2019, Expedia has been able to review the reservation. The reservation was cancelled on June 5, 2019 and the refund was issued to the *** card ending ***. Expedia emailed the cancellation itinerary and a refund receipt to the customer on June 5, 2019. The hotel reservation was a “Pay Later”, which means the hotel charged for the reservation and refunds when necessary. The actual time frame for the refund is dependent upon the financial institution applying the funds back to the account.
The refund shows processed in our system:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies.
At the time Ms.’s 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 Expedia has applied a $50 hotel voucher to your Expedia account for your inconvenience. The voucher terms and conditions are listed on the voucher and available to you online. The voucher is valid for anyone who books a “pay now hotel” or a “pay now hotel and flight” reservation while being logged into Ms.’s account. 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
August 9, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.
We are again responding to Ms. complaint regarding cancelling the hotel reservation and receiving a full refund and 20% compensation.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. On August 2, 2019, Ms. called in doing a follow up. Our representative was able to review the notes on the account and determine that the hotel’s cancellation policy was different than the policy that was written with the reservation. Our representative was able to process a refund for $1591.44 to the original card that was charged. The refund should appear on that card within three to seven business days from the processing date.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, airlines and car rental agencies. At the time Ms.’s 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. Please accept our apologies for any inconvenience this may have caused. The $50.00 hotel voucher remains on your Expedia account for the inconvenience of the experience. Expedia has communicated the hotel’s cancellation policy with our market for a correction on our site to avoid any future problems for our consumers. 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 have reviewed the response made by the business in reference to complaint ID, and I have already received the original payment $1591.44 in my bank account, but I still require Expedia to pay me 20% compensation of the price,which should be $318.29. Because I have been wasting so much time and energy in this simple issue, which should be solved quickly. I have e-mailed different teams for about 10 times, I have called Expedia's customer service for about 5 times, and each time I waited on line for about 1 hour on average. I also called *** twice since they are the party who charged me. I complained to Revdex.com, disputed resolution at ***, which both wasted me lots of time. Since I disputed the transaction in my bank account, I cannot close the account before I leave the USA because I cannot close the account if I have disputed transaction in my account. This also cost me extra money since I need to make international phone call to close the account. Though Expedia promised to give me $50 voucher, this is useless to me since I will not use Expedia to make hotel reservation in the future.
Sincerely