If I could give 0 stars, I would. My husband rented a car thru expedia to be picked up at our local airport thru Dollar rentals. When he got there, the company did not have his reservation details. Upon calling Expedia, he spent FOUR hours at the airport trying to get a rental. He went on his lunch break for a 15 min pick up, he lost so many customers and money at his business. We are currently STILL sitting at the airport. After all of this, he is being told he will have to pay more than the agreed upon amount at the initial reservation. Extremely disgusted
I made a reservation through Expedia for a car rental in Manchester, England. They said the rental was with *** and gave an address. When I arrived, there was no Advantage. After talking with Enterprise, they took me to ***. *** said they do *** rentals and had my reservation. I confirmed with them, showed proof of CDW and Loss coverage through my credit card, confirmed I wanted no extras, etc. They said I would be charged the reserved rate. After 1.5 hours and a lot of hassles, I left with the car.
*** Summary
Due at pick-up: $181.59
Base ***: $107.11
Taxes and Fees: $74.48
You will pay GBP 143.22 at pick-up
I arrived early to return confirmed the rate with the guy I had checked in (name of ***). He said they couldn't check in the car then so I had to leave the car and would get the receipt by e-mail. It took 48 hours, but I got the receipt and was charged 262.04 pounds ($325).
I immediately called Expedia and asked for a refund to the agreed upon rate. It has been 9 days, and I have gotten excuse after excuse. The main excuse is that they can't reach *** (their partner). I even confirmed with Diego (manager) that they knew the office hours for their partner, and he promised they'd actually call during office hours.
Here is a list of communications. Calls were always 30+ minutes
7-10: Andrew from Expedia took the original details and assigned it case #*** told have an answer in 48 hours
7-15 spoke with Karen and supervisor Diego. Diego said hadn't called during *** office hours, but they knew when they were (6 - 1) and would now call during office hours
7-16: Hannah and supervisor Michael. Michael said I should take a hotel voucher instead.
Received e-mails from Expedia 7-14, 7-16, and 7-17. Final response today (7-19) they can't reach *** so no remuneration. I should call instead.
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 contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a car. We understand *** is requesting a refund.
Our records indicate on June 13, 2019, ***, or a person authorized for the account, booked an economy car with ***, for 10 days, picking up on June 29, 2019 at 9 AM and returning on July 9, 2019 at 9 AM.
We’re sorry to hear that Ms. had any difficulty in locating the rental location with *** on arrival. The rental agreement terms and conditions advised:
SPECIALRATES
Serviced by *** - upon arrival, please proceed directly to the *** counter.
OTHER
*** has partnered with *** to provide service to our customers traveling abroad. Proceed to the *** counter for your vehicle.
Expedia is a third-party intermediary for travel suppliers, such a airlines, hotels and rental car agencies. With the rate and reservation selected by Ms., *** is charging her directly for the service they are providing. Expedia did not bill Ms. for the rental. As such, we are unable to process any refunds.
Ms. contacted Expedia advising that the total charges processed by *** were higher than the amount quoted on the rental reservation and requested that we contact them on her behalf. We contacted them and were advised that Ms. should contact them directly regarding the billing.
Ms. requested the we attempt contact again. *** advised that they would only be able to locate the rental with the customer’s email address, phone number or the rental agreement number that was provided directly to the customer at the time of pick up.
The rate quoted for the reservation was for the base rate and rental period selected and estimated taxes for the base rate. The travel supplier can charge additional costs for services added to the reservation, such as coverages or fuel plans, changes, early or late drop off or pick up, or changes in taxes. Ms. may contact *** directly with any questions at ***.
The website Terms of Use were agreed to at the time the reservation was completed and advise:
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.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues 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
• Jul 30, 2019
Complaint: ***
I am rejecting this response because:
>>>Our records indicate on June 13, 2019, ***, or a person authorized for the account, booked an economy car with ***, for 10 days, picking up on June 29, 2019 at 9 AM and returning on July 9, 2019 at 9 AM.
So as you say, I booked the car through Expedia with ***. The various employees and managers I spoke with plus all e-mails state Expedia was contacting *** and I should contact *** for resolution. (I have attached a composite of the 5 emails stating contact must be made with Advantage.)
1. Why the switch now to ***? Was the above all just to waste my time and try to tire me out?
2. Does Expedia not guarantee the reservation rate? Is it just a suggestion to the provider?
>>>Ms. contacted Expedia advising that the total charges processed by *** were higher than the amount quoted on the rental reservation and requested that we contact them on her behalf. We contacted them and were advised that Ms. should contact them directly regarding the billing.
The man lied repeatedly to my face. I gave him my copy of the contract to return the car. He took it and refused to return it when I gave him the keys. I don't have a copy of it. He refused to check my car in when I gave him the keys and said I'd just miss my flight if I waited. Thus I was forced to leave the car without getting anything in return or have more trouble when I missed my flight. Clearly *** could care less about Expedia customers.
I have never had a car rental company refuse to give me back my paperwork or charge different than the reservation rate, and I've hired dozens of cars over the years. I just didn't expect this kind of treatment, but I did expect Expedia to address the problem.
3 Is it the Expedia way to dump the customer and tell them to fix it themselves?
I have looked in the Revdex.com database, and there is no ***.
I looked and there are various ***. They scroll off the page so I can't read them all.
4. Please provide me with which *** my rental was with so I can file a complaint with them if Expedia won't provide any help. I don't know which one you booked me with before they sold my contract to ***.
I booked Itinerary# *** to get a car and when reached the car rental desk, found that rent-a-*** cancelled my booking without informing me. I reached out to Expedia thrice with no resolution and they disconnect my call each time. After waiting for 2 hours at the airport, I had no choice other than book another car in double price (Itinerary# ***).
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 car reservation. We understand Ms. is requesting a refund
of $95.00.
Our records indicate that on June 22, 2019, Ms., or an
authorized user of her Expedia account, self-booked a Pay Later car reservation
using Expedia’s Mobile App under the itinerary ***, with ***, Chicago, IL for June 23, 2019, for a pick up at 6:30 am and drop off at
8:30 pm. The customer booked the Mini
Van. The total cost was $56.59. On
June 23, 2019, Ms. self-booked another Pay Later car reservation using
Expedia’s Mobile App under itinerary ***, with *** Rent A Car,
Chicago IL for the same day pick-up at 10:30 am and drop off at 7:45 pm. The total cost was $94.24.
Upon review of the customer’s itinerary, on July 27, 2019, Expedia reached out to the vendor, *** Rent A
car who advised that Ms. did not show up to pick up the car, no
cancellation fee was charged to the customer.
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. *** and *** Rent A
Car are the merchants 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
While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is not able 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:
First, Expedia referred me as Ms. through out the message instead of Mr. focus on customer details and Customer’s problem instead of blaming th customer directly to prove your point..
Secondly, *** has not provided me car when I showed up. I called Expedia 3 times without resolution. ultimately, I am worried because of the response received by the Expedia and have to book another car to not waste time on that day. Expedia declined to help me and provide me another car immediately and made me wait for many hours at airport with my 80 years of grand-mom. I had a return flight on the same day and couldn’t afford to spend time on that day with Expedia on call.
if you cannot keep the car provider honest or clearly set expectation with customer then please don't book cars.
*** refund my money because of the failure to deliver on the reservation and making wait on the airport.
I booked a Hotel for 2 nights with Expedia via *** for a trip to Israel, Itinerary #
***. On the day of arrival I tried several times contacting the Hotel and was only able to get to an answering service, once I got to the Hotel address listed all lights were off and building was locked and dark. I tried calling several more times Hotel and only answering service picked up, and no return calls for my messages. I tried calling Expedia, however stayed on hold for 30 minutes with no answer. I went online with my phone and found a different available Hotel in the area Itinerary #
*** and took a taxi there for the night. I went to bed, at 2am the 1st hotel called me back (woke me up) and said they tried contacting me during the day to tell me correct address as address on confirmation is just a mailing address. In the morning someone else from the 1st Hotel called me and asked me to come move to 1st hotel for the 2nd night. At that point I was so turned off from them and comfortably settled in the 2nd Hotel. I extended 2nd hotel for another night Itinerary #
***.
When I returned I contacted Expedia explained the situation requesting a refund for 1st hotel, here is the response I received.
"After review of your file, we have determined that we cannot provide the requested compensation. We have tried to reach out to the hotel to get a wavier in order to process the refund to you but we can not get in touch with the hotel so that they may approve a refund"
I replied back asking them how I am supposed to stay in a hotel that cannot be contacted, they just replied they are sorry however cannot refund me.
Expedia.com Response
• Aug 01, 2019
Subject: Re: Case ***/Expedia Revdex.com ***
Good Afternoon, We would like to apologize for the unfortunate travel experience which Mr. encountered. We certainly strive to have the information provided by our vendors to be clear, and the hotel arrival information is extremely important information and should be made easy to interpret.
Based on our research Mr. initially arrived at the hotel and assumed it was the correct address being that it was in the reservation details but the building was closed and inaccessible. The customer was forced to book another hotel in order to have a place to stay for the night and took a taxi to the new location. The customer then received a call from the previous hotel and was informed that the address on the itinerary is the mailing address and not the actual location. At that point the customer was already settled and decided to just spend the two nights at the new hotel. This developed into a case and the agent handling it made several attempts to contact the first property but no reply was given and according to our policy we must follow the hotels policies when we receive no answer from them thus resulting in a compensation denied email though it states "Cancellations or changes made after 6:00 PM local hotel time, Tuesday, June 25, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. The hotel policy stated that if you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value. The hotel was not willing to refund the charges.
*** powered by Expedia certainly strives to provide the best customer experience. A refund for the full stay has been processed back to the customer to help to mitigate the travel interruption that Mr. experienced. We sincerely apologize for this experience, and we will work with the vendor to ensure the confirmation information is clear, so that other customers do not experience a similar situation.
Thank you for bringing this to our attention.
Respectfully,
Ultimate Rewards Supervisor Desk *** Travel Powered by Expedia
Customer Response
• Aug 06, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. However I still do not see the refund, they say they processed, please advise.
I booked a hotel room with my *** rewards points and apparently *** uses Expedia as their booking agent. I requested a wheelchair accessible room and bathroom, I showed up to the hotel and the room or bathroom wasn’t wheelchair accessible, so the hotel had to move me to one of their sister hotels to accommodate me. I called Expedia when I got back to see if they would compensate me somehow, they said they couldn’t and that I would have to call chase, so I called *** and they said I’d have to call Expedia. I just want some kind of compensation since Expedia didn’t book the correct room
On June 2, my significant other booked our ideal trip to Greece (itinerary # ***) we were supposed to land in London to connect to another flight that will have us in santorini on July 18, 2019 where my family awaited for our arrival. On July 17 2019, *** delayed our flight twice...we sat inside the plane for two hours, we were arranged to depart from NY at 730pm but with delays we left at 1030pm. When we arrived to London, our connect flight was no longer available causing us not to arrived to Santorini on the 18th but to get there the following day. We called Expedia to explain the ordeal and informed them that *** treated us unfairly and had no compassion for the ordeal they caused us. I had an anxiety attack due to the fact that I was stuck in London, only had euro money and not pound, my family was at santorini, my partner and I was not familiar with the location and lost a lot of money on a hotel I did not stayed in which was reserved with another vendor. Expedia did not help with this matter, all they offer was 200 dollars for our trouble and anxiety. I asked them to compensate for another day at an existing hotel and to schedule my flight for the day after my original departure( leaving from mykonos) which was scheduled through Expedia. I stood with expedia customer service for 2hrs and accrued long distance fees. My time with my family is valuable and the funds I spend at a hotel that I could not stay due to the mishap from expedia and British airline was not considered. British airline vouchers for food and booked us in a hotel which was not the same equilavent of the funds we wasted in not staying at the suite we booked as oppose to a hotel with no amenities.
Expedia.com Response
• Jul 26, 2019
July 26, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
On June 1, 2019, Ms. or an authorized user self-booked a flight reservation on our site. We understand from Ms.’s complaint, she mentioned that due to an airline schedule change, she arrived at her destination a day late. The airline reaccommodated Ms. on another flight. However, Ms. was unable to use a hotel reservation she made on another site. Ms. is requesting an unknown amount for her hotel reservation and a refund of the flight reservation in the amount of $1794.27 she booked on Expedia.
Upon researching the customer’s complaint, we remind Ms. that when booking on Expedia, she agrees to the Terms of Use of the booking. The Terms of Use found on our site mention the following.
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.
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.
As mentioned on the Terms of Use above Expedia is not liable for any delays, therefore we will not provide a refund for airfare.
Ms. also requested that Expedia provide a refund for the hotel booking she booked elsewhere on another site. We may not provide any refund for a booking she did not reserve on Expedia which she could not use due to the airline delay.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Customer Correspondence Team
Customer Response
• Jul 30, 2019
Complaint: ***I am rejecting this response because: When I contact Expedia they did mentioned that *** were responsible for the incident that occurred but I stated that it was booked on their company website and they should be liable as well; Expedia offered a 200 credit which I kindly rejected. During the conversation with Expedia not once they mentioned anything about their terms and terms were not told to us when booking. According to Expedia mission and guiding principles "they will be customer centric and they put themselves in the shoes of their customers and partners. What about those terms? They ruined my partner and I vacation with our family and they expect us to be silent. The same way they are the world's travel platform...I also have a platform. I am going to the social media, media and to my colleagues and inform them how Expedia does not have the best interest for their customers and family. I will advise everyone not to use Expedia. I work for a fortune 500 company who constantly utilize Expedia for travel usages which I will also advise them that they will no longer need to use Expedia. I will find another travel company who can assure my family and company that they have their customer's best interest. I will be filing a legal claim against Expedia as well. Thank you.
They refuse to take responsibility for a hotel reservation that I cancelled with them back in Aug 2018 for a hotel booking. I cancelled my itinerary #*** with them for a reservation holding 2 rooms. They cancelled the 1st room, but neglected to cancel the 2nd room under the same itinerary#. I just got charged by the hotel on my credit card on 6/24/19 for the no show. They keep throwing it back on the hotel, but the reservation & cancellation was made with Expedia.
Expedia.com Response
• Jul 25, 2019
July 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on August 6, 2018, ***, or a person authorized for the account, self-booked two rooms with the ***, for four nights, checking in on June 22, 2019. The rate and reservation selected had a billing arrangement where the billing of the room charges would be made by the hotel.
At the time of booking, the terms and conditions were provided and accepted. They advised that any change or cancellation made after 6 PM hotel local time on June 19, 2019, or no show would incur a penalty of one night’s rate plus taxes and fees.
The itinerary was accessed on the Expedia website in the customer’s Expedia account on August 30, 2018, and one room was canceled. The second room remained active on the itinerary through the check in date.
On July 15, 2019 the customer contacted Expedia and requested a refund of a penalty fee. As the charges are made by the hotel, Expedia cannot process a refund. We contacted the hotel to advocate on behalf of the customer. We were advised that the reservation that was canceled had no charges, and the reservation that was not canceled had a no show fee of $284.00.
While we understand that the customer is requesting a refund, Expedia will be unable to provide compensation for penalties incurred as per the terms and conditions. If the customer has any billing questions, they may contact the hotel directly at the phone number provided in the email confirmation.
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
• Jul 26, 2019
Complaint: ***
I am rejecting this response because: It was the fault of Expedia because they did not cancel the full reservation made under that itinerary number as requested. Therefore it is their responsibility to refund me the money charged to my credit card because they did not do what I asked them to do back in Aug. 2018.
My family and I had used Expedia for years on all our trip, this year I was diagnosed with cancer and had to interrupt some trips I had booked myself but booked a flight for my son, sister in law and nephew to fly from Chicago to Puerto Vallarta on July 1st thru Expedia with ***. we ran into some issues with a different airline not being able to complete their flight from Mexico to Chicago loosing the flights, hotel and car reservation for that weekend. I called Expedia on June 26 to let them know what had happened and asked for a credit instead as they had assisted us in the previous years. I explained to them the situation and asked for help as I did not have the money to buy extra tickets, their answer was "there was nothing they could do for me and to let them know if we were not going to complete the flights on July 1st so they could sell the tickets to other travelers" of course with no credit/refund to me. these were $700.00 lost and no sympathy at all. very disappointed with the costumer service provided after years of using this company :(
Expedia.com Response
• Jul 26, 2019
July 25, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a travel credit for $700.62.Our records indicate that on May 29, 2019, Ms. ***, or an authorized user of her Expedia account, self-booked a flight reservation using Expedia, under itinerary ***. Travel with ***, from Chicago, IL, to Puerto Vallarta, Jalisco, departing on July 1, 2019 for three travelers.
Upon further review, we show that Ms. *** called in on June 29, 2019 to cancel the flight reservation; however, the refund and travel credit was denied. Ms. travelers did not use the reservation on the date of departure; therefore *** suspended the ticket and it is considered “lost value”. We have verified that the Basic Economy mandated ticket policy of non-refundable and non-changeable after 24-hours, was provided and accepted at time of booking. Hence, we must follow the normal procedure of the airline’s policy.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by ***. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret Ms.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor her travel credit 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 MCorporate Correspondence Team
Customer Response
• Jul 30, 2019
Complaint: ***
I am rejecting this response because:
I am not requesting a refund back but a credit, I had done business with Expedia for 15 years, I had problems in the past where the car rental was not available at terminal and ended up booking with someone else, or the company just canceling the reservation 2 days before my arrival, had Expedia cancel flights in the past for part of my reservation and never took it to a higher place to complaint. things happened, and just like now something unexpected came up and when is my turn for Expedia to step up they treat their long costumers like this when I know those tickets did not go to waste. I will not use Expedia services anymore.
I purchased round trip tickets back in January for my parents to fly to Portugal. They are suppose to return the 20th but Expedia never confirmed their flight so tap cancelled. Expedia rep wit not fix or refund without an Expedia card? Now we have to go to the airport and repurchase new tickets to return..this additional cost needs to be refunded
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 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 new tickets she purchased at the airport totaled $4000.00.Our records indicate that on July 8, 2019, Ms., or an authorized user of his Expedia account, self-booked a combined one-way flight reservation using Expedia, under itinerary ***. Travel was with J *** operated by ***s, from Raleigh, NC, to Porto, Portugal, departing on July 11, 2019, and returning on *** operated by ***s for July 20, 2019 with added Travel Protection Flight Protection Plan. The total cost of the flight $2,477.32. Upon further review, we show that Ms. incurred an airline-initiated schedule change on her return flight. Ms. was notified via email and agree to the options that were provided. We researched Ms.’s account on July 22, 2019 and she agreed to get reimbursed for her exchange fees since travel was within 24-hours totaling $1121.00. Therefore we resolved the issue directly with the customer.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the ***s. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I booked a Junior Suite for myself and two children - 3 people total - on Expedia for my stay at the ***. The room was advertised on Expedia as accepting three people and I listed all three on the reservation.
The hotel charged me 12,000 Yen (about US$120) more than Expedia advertised for the third person. This fee was not disclosed in advance by Expedia in any way.
Expedia itinerary
Expedia.com Response
• Jul 21, 2019
July 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-157635
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on April 15, 2019, ***, or a person authorized for the account, reserved a two night stay with the ***, for check in on June 22, 2019, in a Junior Suite, 1 King Bed.
The rate and reservation selected was to be billed directly by the hotel. The website states that charges are provided to us by the property, may vary and are subject to change. The rules and restriction for the reservation advised that the base rate was for two guests.
We contacted the property regarding the billing. They advised an extra bed was provided and the total extra charges were 12,000 Japanese Yen. Additional fees may be charged by the hotel for additional services provided. Billing questions should be addressed directly with the hotel.
Expedia did not bill any of the charges associated with the. As the terms and conditions were provided compensation for the extra fees is not available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Jul 21, 2019
Complaint: ***
I am rejecting this response because:
I have tried to get resolution from the hotel but they blame Expedia for not telling me about the fee. Expedia blames the hotel. 12,000 yen was a very substantial charge, about $120.
Expedia has the business power to negotiate a solution with the hotel or to at least fix how they represent fees. Had the 12,000 yen fee been disclosed to me on Expedia we would not be having this discussion.
I called to cancel my bundled reservation within the 24 hrs period as advertised on the website. When I called to cancel, I was told that I have to petition for the refund on the hotel portion of the bundle. Expedia told me that it will take 48 hrs and it may not be a full refund. I stated that I am cancelling within the 24 hrs, but expedia refused to cancel without penalty. The 24 hrs policy showed up repeatedly on every screens when I was doing the booking. I told expedia that I will dispute the charge with my credit card company and contact Revdex.com. I spent almost 1 hr already dealing with this issue in total. This should be a simple cancellation, clearly within 24 hrs (less than 12 hrs from booking). I called to dispute the charge and now reporting this with Revdex.com.
Expedia.com Response
• Jul 25, 2019
July 25, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $536.51.
Our records indicate on July 16, 2019, Mr. or an authorized user of the Expedia account booked a round trip departing August 8, 2019 from Frankfurt, Germany to Kiev, Ukraine and returning on August 16, 2019; along with an eight-night hotel reservation at the *** via ***. A confirmation email was emailed on July 16, 2019; it was opened and reviewed four times.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 17, 2019, Mr. called in to cancel the reservation. Our representative called the hotel and they advised use to send them an email requesting to cancel. Our representative emailed. On July 21, 2019, Mr. called in wanting to change the date on the hotel to August 8-15, 2018 or get a full refund. Our representative was not able to locate any availability in our system with the same type of room. Our representative called the hotel and the hotel was able to change the dates directly in their system and allowed refund of one night. Expedia received an email from the hotel authorizing that Expedia issue a refund for one night per the refund request.
After further review on July 25, 2019, Expedia was able to verify a refund of $67.02 for one night at the hotel was applied to the customer VISA account on July 21, 2019, per the documentation. The flight was voided on July 17, 2019 and those funds are being returned to the card ending ***.
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. Lufthansa was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary.We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONSAdditional 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 Mr. 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 am not a customer and do not have an Expedia account. However, Expedia has sent me approx. 13 emails pertaining to the travel plans made by 4 different people who I do not know and am not involved with these travel plans. I have repeatedly reported this suspicious activity and have requested Expedia to stop emailing me to no avail.
1.
Passenger(s): ***
Expedia Itinerary Number: ***
Lufthansa Confirmation Code: ***
*** Confirmation Code: ***
2.
Passenger(s): ***/***
Expedia Itinerary Number: ***
Lufthansa Confirmation Code: ***
*** Confirmation Code: ***
3.
Passenger(s): ***/***
Expedia Itinerary Number: ***
Lufthansa Confirmation Code: ***
*** Confirmation Code: ***
4.
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from ***. *** (Revdex.com complaint #***) regarding receiving someone else’s itineraries at her email address.
Upon researching the customer’s complaint we were able to confirm Ms. contacted Expedia by phone and informed us that she was receiving these itineraries. While we appreciate the fact that Mr. contacted us, the actual customer has already been made aware and we have updated the correct email. If Mr. receives any other email itineraries which do not correspond he may wish to block the email address from which these are sent.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Customer Correspondence Team
Customer Response
• Jul 31, 2019
Complaint: ***
I am rejecting this response because:
a) I have never been a customer of Expedia and do not know any of the people who are using my email address and/or variations of my names as their emails. All these itineraries are even in my outlook calendar. Expedia as cause this situation by not making certain that they know who they are doing business with.
I booked a round trip ticket (SJC - KBP, KBP - SJC) through Expedia and received a confirmation email which stated the following: "Your flight is a combination of two one-way fares, each subject to its own rules and restrictions. If one of your flights is changed or cancelled, it will not automatically alter the other flight. Changes to the other flight may incur a charge." This statement led me to believe that skipping the last leg of my flight from SJC to KBP will not void or affect in any other way my return flight from KBP to SJC. With that in mind, I skipped the last leg of flight SJC - KBP; however, when I came to the airport for the return flight, I was only allowed to check in upon paying a 300 euro penalty to ***. I brought this issue up with both Expedia and ***. Expedia responded in writing that "a roundtrip ticket was booked but [...] the going flight was no show therefore the complete flight was canceled. It is normal that the airline charged to reschedule the return flight. Sorry but we didn't find any site error". ***, on the other hand, over the phone agreed that Expedia's booking confirmation email (quoted in the first sentence of this text) was indeed misleading in such a way that could easily lead the customer to believe that skipping a leg on the going flight would not adversely affect the return trip.
Expedia.com Response
• Jul 25, 2019
July 25, 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 x. We understand *** is requesting xxx
Our records indicate on June 19, 2019, ***, or a person authorized for the account, self-booked a roundtrip flight for one passenger with ***, traveling from San Jose, CA, USA to Kiev, Ukraine, departing on June 26, 2019 and returning on July 16, 2019.
At the time of booking, the flights were provided as roundtrip, with a single confirmation and ticket number, and the terms and conditions advised the flights selected had a Basic Economy fare, that was nonrefundable with no changes allowed. The flight itinerary and terms and conditions were displayed for future review via the customer’s online itinerary and an email purchase confirmation.
Expedia reviewed data from the original booking, as well as other dates of access to the online itinerary, and found that the flight were advised to be roundtrip, nonrefundable and with no changes allowed. No errors were found.
As the flight information and terms and conditions were provided accurately and accepted, and no errors were found, a refund or compensation will not be available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Expedia.com Response
• Jul 31, 2019
July 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
We have reviewed the additional comments and documentation provided from the customer and a refund or compensation will not be available.
The airfare purchased by the customer was for travel roundtrip from San Jose, CA, USA to Kiev, Ukraine. The airline might offer various combinations of flights or routes to provide that travel. The customer flew from San Jose, CA, USA to Paris, France and expected to continue travel from Kiev, Ukraine, back to San Jose, CA, USA. That constitutes a change to the travel purchased.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Aug 01, 2019
Complaint: ***
I am rejecting this response because:
Expedia in its latest response stated the following: "The customer flew from San Jose, CA, USA to Paris, France and expected to continue travel from Kiev, Ukraine, back to San Jose, CA, USA. That constitutes a change to the travel purchased."
Yes, that does constitute a change to the travel. My argument is that the change was made to my outgoing trip to Kiev and should not have penalized my return trip to San Jose. In my previously submitted comments I explained in detail why such change should not have been penalized.
Prior to my trip, Expedia sent me a booking confirmation with a misleading statement, which led me to believe that skipping a leg on my outgoing trip to Kiev would not penalize my return trip to San Jose. Had Expedia not issued such a statement, I would not have skipped the leg on my outgoing trip and would not have been penalized by ***.
The penalty resulted from Expedia's misleading statement and, therefore, should be reimbursed by Expedia.
I just had the worst experience with my booking. I booked a flight with the agent. My card was charged immediately and money were taken out from my account. Expedia agent told me that transaction is declined and tickets are cancelled and my bank is confirming that transaction was approved. So I have no money, no ticket and I have no other funds to buy the ticket. I need to leave in 3 days and I needed to open a respite with my bank. Money will be put back on my card in 10 business days. My trip is cancelled.
When making an online car reservation for a trip to Scotland, Expedia offered rentals from ***. I purchased a Collison Damage plan for $66.00 (Itin # ***
Policy # ***). When we picked up the car in Edinburgh, Scotland at ***, they told us that the Collision Damage plan I'd purchased was invalid and that another plan was mandatory to purchase. The agent also said that many other customers renting through Advantage had this same issue. I am trying to have Expedia refund the $66.00, since the purchase could not be used and was invalid for the rental. I have called Expedia on 7/6/2019. The agent was unable to assist me and texted me to say that another agent would contact me within 48 hours. That did not happen. I am now on hold again (This time for 34 minutes, at this time), and there is no agent to assist me. Expedia does not seem to offer a call-back to avoid long customer waits. The wait on 7/6/2019 was over 30 minutes as well.
Expedia.com Response
• Jul 25, 2019
July 25, 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 Travel Protection Collision Damage coverage. We understand *** is requesting a refund.
Our records indicate on April 9, 2019, ***, or a person authorized for the account, reserved a compact car for five days, with ***, for pick up in Edinburgh, Scotland on June 29, 2019. A Travel Protection Collision Damage coverage was purchased with Travel Guard for $66.00 for the car rental.
At the time of booking, the rules and regulations of the rental agreement were provided and accepted. They included:
COLLISION DAMAGE WAIVER-REDUCES YOUR LIABILITY FROM THE TOTAL COST OF THE DAMAGE UP TO THE VALUE OF THE VEHICLE AND INCLUDEING OFF THE ROAD AND RECOVERY COSTS TO THE EXCESS AMOUNT.IS NOT INCLUDED IN THE RATE. IT MUST BE PURCHASED AT THE POINT OF COLLECTION UNLESS YOU ARE A USA OR CANDAIAN RESIDENT WITH A CREDIT CARD ISSUED IN YOUR COUNTRY OF RESIDENCE THAT PROVIDES COLLISION DAMAGE WAIVER COVER (A ?STAND LIABLE CUSTOMER?).
PLEASE NOTE THAT WE DO NOT ACCEPT EITHER PERSONAL CAR INSURANCE POLICIES OR THIRD PARTY WAIVER PRODUCTS.
A full refund was provided for the Travel Protection Collision Damage coverage on July 25, 2019. The refund time frame varies based on the credit card companies processing time.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I had ordered a roundtrip ticket for traveller from newark ewr to niagra falls buffalo ny via expedia. However even though on the user interface it showed me 5 45 pm departure time for returning flight, the travel agency booked a 5 45 am flight and charged me for it. This is a user interface or system failure and I had to pay 228 dollars extra to book new ticket. I have to dispute their error.
Expedia.com Response
• Jul 21, 2019
July 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on May 21, 2019, ***, or a person authorized for the account, booked roundtrip flights with ***, traveling from Newark, NJ to Buffalo, NY, departing on July 12, 2019 and returning on July 13, 2019 via itinerary ***.
We understand that our customer contacted Expedia on July 13, 2019 advising of a problem with the timing of the return flight and purchased a new return flight in the amount of $228.30 via itinerary ***.
On July 21, 2019 a refund was processed back to the original form of payment for itinerary *** in the amount of $228.30. the refund time frame may vary 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.
On June 07 I purchased a TRAVEL PACKAGE from Expedia to go to Puerto Vallarta (hotel/flight for June 14 through June19).
On June 13 , 1 day before the trip, I received a message that I could go ahead and make the check in.
When I tried to do online, I got a message saying that I couldn't check in because there was 2 tickets under my fiancé's name and that they could not resolve because it needed to be with Expedia. I called them, but everytime we called, customer service would take at least 1 hour. I called many times, because everytime they were to transfer to the supervisor, because *** said that they could not change the name, but they would refund only one ticket, the call got disconnected.
Around 9:00 PM I still had not resolved with them and we decided to purchase another flight ticket in the amount of $1577,00 since we had dinners, events, shore scurs ions booked. After all, they said that AA as a courtesy will refund the flight amount minus their $75,00 fee.
We were very stressed as this was the night before the flight. I've booked many many travels with expedia, and of course I would not book 2 tickets on my fiancej's name, as the first information that opens it is mine. But even I did, how can a TRAVEL WEBSITE, book 2 tickets to the same person on the same flight? I hope this gets resolved as nobody deserves to go through this the day before your vacation. I hope to get the refund for the whole amount expend on the second purchase. $1577.00 minus the $488.00 for the one ticket that they refunded already.
Expedia.com Response
• Jul 21, 2019
July 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***. *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on June 7, 2019, ***, or a person authorized for the account, self-booked a package including flights with ***, traveling from Fort Lauderdale, FL, USA to Puerta Vallarta, Mexico, departing on June 14, 2019 and returning on June 19, 2019. The package also included five nights with the ***.
The website advises that traveler names must match the government-issued photo ID exactly. The passenger names that are provided during booking, are displayed for review and accepted when the booking is completed. The passenger names are further displayed on the online itinerary and via an email purchase confirmation.
At the time of booking, the terms and conditions were provided and accepted. They advise that the flights are nonrefundable, no changes are allowed, and name changes are not allowed.
On June 13, 2019 our customer made us aware that they needed assistance with duplicate names. We contacted the airline and advocated on their behalf. A waiver was provided to refund one of the duplicate tickets with a fee of $75.00. A refund of $488.39 was provided to the original form of payment.
While we understand that our customer is requesting a refund for the full value of the flights, further refunds are not available per the terms and conditions. Expedia will not be able to provide compensation as the booking data showed no errors, and the terms and conditions and disclaimers noted were provided.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On the recommendation of Expedia in an area where we were not familiar with Hotels the Expedia representative recommended the *** at ***. Upon arrival at check-in the counter was behind a bullet proof glass. License and credit card information was submitted under a plastic shield. A warning was posted on the check-in counter which stated “Per New Your State Law, vagrants may not exceed a 28 day stay”. We found out that the rooms could be rented by the hour. We were unable to view the room before check in. Room was filthy, floors were sticky where no reasonable person would take shoes off, odor of cigarette smoke and stale liquor filled the air, door lock did not work, flies were dead on the floor, towel rack was broken and property was unsafe. Needless to say due to safety reasons, no one stayed at the hotel.
Expedia was aware of the Hotel condition and safety concerns as cited by their own site reviews (link below). Expedia knowing the foreseeable danger ignored the warnings of the reviews, never verified the condition of the property, and proceeded endangering their clientele. To date Expedia refuses to address the problem and stopped corresponding with us. We are filing this complaint to make others aware of the Expedia practices and treatment of Clients.
https://www.expedia.com/***.Hotel-Information
Expedia.com Response
• Jul 22, 2019
July 22, 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 Mrs. *** Revdex.com case number *** regarding a refund of $159.92.Our records indicate on May 3, 2019, an Expedia representative booked Mrs. *** a one night hotel reservation at the ***, checking in on May 25, 2019 and checking out on May 26, 2019, via ***. A confirmation email was emailed on May 3, 2019; it was opened and reviewed seven times.Upon receipt of Mrs.’s complaint, we investigated the issues which were brought to our attention. We can confirm as on May 27, 2019, Mrs. called to get a refund for their reservation because the room was filthy, she felt it was unsafe because of drugs and prostitutes, and the door did not work properly. Our representative called the hotel and spoke with the hotel General Manager who advised the customer did not cancel in time and the hotel previously denied authorizing Expedia to issue a refund. An email was sent to Mrs. advising the hotel denied a refund for the reservation. On May 29, 2019, Mrs. called again to get the refund for her reservation since she didn't stay at the hotel because the property was unsafe. Our representative called the hotel to request a waiver. Our representative explained to customer that the hotel previously denied the request but customer wanted to try again. Our representative called the hotel and was advised that he would need to call back and talk with the General Manager.
After further review on July 22, 2019, Expedia called the hotel and they requested that we call back when the General Manager was there, who previously denied the refund on May 29, 2019.
As a one-time courtesy Expedia issued a refund for $159.92 to the original card that was charge. The refund will appear on the card in three to seven business days. A refund receipt has been emailed to the email address on file.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 caseSUPPLIER RULES AND RESTRICTIONSAdditional 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
Tell us why here...
Customer Response
• Jul 22, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory. On July 19, 2019 we were notified by *** that Expedia did refund the original fee.
Of concern is still Expedia's professionalism in handling reservations as it was obvious that numerous clientele on the Expedia comment and review website complained about the conditions of this hotel. Even so, Expedia still recommended this lodging to other tourists, placing them in danger. Therefore it appears that Expedia does not read the reviews, check on their recommended hotels, or care where they book clients. Very unfortunate.
We thank Revdex.com for their professionalism in handling this situation on our behalf.
We booked an excursion in the Bahamas on our honeymoon through Expedia for 7/5 and it got canceled due to weather. Well we were told by Exuma Escapes who is the vendor of the excursion that we will get a refund of $498 in 3-5 days. Well I spent $580 on this excursion so I emailed Expedia asking what is going on and hey said they would look into it and I received a email last night saying hat it’s is non-refundable. $580 NON-REFUNDABLE due to a cancellation that wasn’t even our fault. So I called them and they are looking into it AGAIN. They just keep pushing me around and pushing me around. I had a refund receipt sent to me front Exuma Escapes saying the refund was sent, BUT they sent it back to expedia since I went with them. So I’m pretty sure Expedia has at least $498 of my refund but aren’t giving it back to me. I’ve been waiting on them for 5-6 days and they haven’t even ISSUED my refund from them which will ALSO take 5-6 business days to process if they even decide to give it back to me.
Expedia.com Response
• Jul 20, 2019
July 20, 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 an activity reservation.
Our records indicate that on January 23, 2019, Ms.
***, or an authorized user of her Expedia account, self-booked a
non-refundable activity reservation using Expedia’s Mobile app, under itinerary
***. The booking was for Pink
Sands Escape, Bahamas with a start date of July 5, 2019. The total cost was $580. We understand that Mrs. is requesting
a full refund of the total cost of the reservation.
We can confirm Mrs. sent an email to Expedia on
July 8, 2019, stating that the Pink Sands Escapes activity was cancelled due to
the weather and was promised by the vendor that she will receive a refund of $498,
however, she advised that the total cost of the reservation was $580. Expedia contacted the vendor to advocate on
customer’s behalf. On July 15, 2019, the
vendor replied to the email, fortunately, the refund was approved for $498 and
advised that a refund receipt was sent to the customer.
Expedia serves as third-party intermediary with travel
providers such as activities, 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 vendor.
Nonetheless, as a courtesy exception, on July 20, 2019, Expedia
processed a refund of $82.00 back to the customer’s original form of payment.
The time it takes a refund to appear in the customer’s account depends on their
banking institution, usually within three to five business days.
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 20, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. About ten minutes after I submitted to Revdex.com I got an email from Expedia with the $498 and then I received the other $82 today. All has been resolved.
We were scheduled to travel to New Orleans July 13th-July 17th. We were confirmed to stay at ***. We booked our stay using Expedia.com. Due to the recent Tropical Storm Barry, New Orleans was under a State of Emergency. Our flights were rescheduled which means we had to reschedule our stay. We were able to change our vacation dates to July 22-July 26. I contacted Expedia Wednesday July 10th & July 11th trying to reschedule/cancel our reservations. I was told they would contact the Hotel Manager to see if we could cancel or reschedule. Expedia response after hours on the phone both days that the manager stated he would not cancel our reservations nor would he be able to reschedule our stay because they were booked for July 22-26. They also stated since they could not accommodate us for those dates we would not get a refund. I asked them to please find us another place to stay for the dates we would be able to travel. Mother nature is completely beyond any humans control. The State was under an emergency and there was nothing we could do. I emailed the manager of *** to make sure they were aware that we could not be there due to our flights being rescheduled. He was very hostile towards me in the email. Refunding our money is all we're asking. If a State is under an emergency, this is beyond any humans control.
Expedia.com Response
• Jul 19, 2019
July 19, 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 hotel reservation.
Our records indicate that on December 1, 2018, Mrs.
***, or an authorized user of her Expedia account, self-booked a refundable
hotel reservation using Expedia’s website under *** with ***, New Orleans, LA for a check in on July 13, 2019 and a
check-out on July 17, 2019. The total
cost was $385.43. We understand Mrs. is requesting a full refund of her
booking as she was not able to utilize it.
On July 11, 2019, Mrs. called Expedia requesting
to cancel the hotel reservation due to the hurricane storm in New Orleans, LA. Expedia contacted the vendor and advocated on
customer’s behalf. Regrettably, the
refund 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 restrictions of those providers. Expedia does not own, operate or otherwise
run any hotels. We hope you understand
we must adhere to the policies dictated by the vendors. Additionally, at the
time of booking Mrs. 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.
Nonetheless, in respect and consideration to Mrs.’s claim
that she did not utilize the hotel reservation due to her flight rescheduling, on
July 19, 2019, Expedia processed a refund of $385.43, back to the original form
of payment. The time it takes a refund to appear on the customer’s account
depends on their banking institution, usually within three to five business
days.
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.
If I could give 0 stars, I would. My husband rented a car thru expedia to be picked up at our local airport thru Dollar rentals. When he got there, the company did not have his reservation details. Upon calling Expedia, he spent FOUR hours at the airport trying to get a rental. He went on his lunch break for a 15 min pick up, he lost so many customers and money at his business. We are currently STILL sitting at the airport. After all of this, he is being told he will have to pay more than the agreed upon amount at the initial reservation. Extremely disgusted
I made a reservation through Expedia for a car rental in Manchester, England. They said the rental was with *** and gave an address. When I arrived, there was no Advantage. After talking with Enterprise, they took me to ***. *** said they do *** rentals and had my reservation. I confirmed with them, showed proof of CDW and Loss coverage through my credit card, confirmed I wanted no extras, etc. They said I would be charged the reserved rate. After 1.5 hours and a lot of hassles, I left with the car.
Reservation dates: Jun 29, 2019 - Jul 9, 2019
Itinerary # ***
Confirmation ***
*** Summary
Due at pick-up: $181.59
Base ***: $107.11
Taxes and Fees: $74.48
You will pay GBP 143.22 at pick-up
I arrived early to return confirmed the rate with the guy I had checked in (name of ***). He said they couldn't check in the car then so I had to leave the car and would get the receipt by e-mail. It took 48 hours, but I got the receipt and was charged 262.04 pounds ($325).
I immediately called Expedia and asked for a refund to the agreed upon rate. It has been 9 days, and I have gotten excuse after excuse. The main excuse is that they can't reach *** (their partner). I even confirmed with Diego (manager) that they knew the office hours for their partner, and he promised they'd actually call during office hours.
Here is a list of communications. Calls were always 30+ minutes
7-10: Andrew from Expedia took the original details and assigned it case #*** told have an answer in 48 hours
7-15 spoke with Karen and supervisor Diego. Diego said hadn't called during *** office hours, but they knew when they were (6 - 1) and would now call during office hours
7-16: Hannah and supervisor Michael. Michael said I should take a hotel voucher instead.
Received e-mails from Expedia 7-14, 7-16, and 7-17. Final response today (7-19) they can't reach *** so no remuneration. I should call instead.
July 26, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a car. We understand *** is requesting a refund.
Our records indicate on June 13, 2019, ***, or a person authorized for the account, booked an economy car with ***, for 10 days, picking up on June 29, 2019 at 9 AM and returning on July 9, 2019 at 9 AM.
We’re sorry to hear that Ms. had any difficulty in locating the rental location with *** on arrival. The rental agreement terms and conditions advised:
SPECIALRATES
Serviced by *** - upon arrival, please proceed directly to the *** counter.
OTHER
*** has partnered with *** to provide service to our customers traveling abroad. Proceed to the *** counter for your vehicle.
Expedia is a third-party intermediary for travel suppliers, such a airlines, hotels and rental car agencies. With the rate and reservation selected by Ms., *** is charging her directly for the service they are providing. Expedia did not bill Ms. for the rental. As such, we are unable to process any refunds.
Ms. contacted Expedia advising that the total charges processed by *** were higher than the amount quoted on the rental reservation and requested that we contact them on her behalf. We contacted them and were advised that Ms. should contact them directly regarding the billing.
Ms. requested the we attempt contact again. *** advised that they would only be able to locate the rental with the customer’s email address, phone number or the rental agreement number that was provided directly to the customer at the time of pick up.
The rate quoted for the reservation was for the base rate and rental period selected and estimated taxes for the base rate. The travel supplier can charge additional costs for services added to the reservation, such as coverages or fuel plans, changes, early or late drop off or pick up, or changes in taxes. Ms. may contact *** directly with any questions at ***.
The website Terms of Use were agreed to at the time the reservation was completed and advise:
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.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues 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:
>>>Our records indicate on June 13, 2019, ***, or a person authorized for the account, booked an economy car with ***, for 10 days, picking up on June 29, 2019 at 9 AM and returning on July 9, 2019 at 9 AM.
So as you say, I booked the car through Expedia with ***. The various employees and managers I spoke with plus all e-mails state Expedia was contacting *** and I should contact *** for resolution. (I have attached a composite of the 5 emails stating contact must be made with Advantage.)
1. Why the switch now to ***? Was the above all just to waste my time and try to tire me out?
2. Does Expedia not guarantee the reservation rate? Is it just a suggestion to the provider?
>>>Ms. contacted Expedia advising that the total charges processed by *** were higher than the amount quoted on the rental reservation and requested that we contact them on her behalf. We contacted them and were advised that Ms. should contact them directly regarding the billing.
The man lied repeatedly to my face. I gave him my copy of the contract to return the car. He took it and refused to return it when I gave him the keys. I don't have a copy of it. He refused to check my car in when I gave him the keys and said I'd just miss my flight if I waited. Thus I was forced to leave the car without getting anything in return or have more trouble when I missed my flight. Clearly *** could care less about Expedia customers.
I have never had a car rental company refuse to give me back my paperwork or charge different than the reservation rate, and I've hired dozens of cars over the years. I just didn't expect this kind of treatment, but I did expect Expedia to address the problem.
3 Is it the Expedia way to dump the customer and tell them to fix it themselves?
I have looked in the Revdex.com database, and there is no ***.
I looked and there are various ***. They scroll off the page so I can't read them all.
4. Please provide me with which *** my rental was with so I can file a complaint with them if Expedia won't provide any help. I don't know which one you booked me with before they sold my contract to ***.
Sincerely
I booked Itinerary# *** to get a car and when reached the car rental desk, found that rent-a-*** cancelled my booking without informing me. I reached out to Expedia thrice with no resolution and they disconnect my call each time. After waiting for 2 hours at the airport, I had no choice other than book another car in double price (Itinerary# ***).
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 car reservation. We understand Ms. is requesting a refund
of $95.00.
Our records indicate that on June 22, 2019, Ms., or an
authorized user of her Expedia account, self-booked a Pay Later car reservation
using Expedia’s Mobile App under the itinerary ***, with ***, Chicago, IL for June 23, 2019, for a pick up at 6:30 am and drop off at
8:30 pm. The customer booked the Mini
Van. The total cost was $56.59. On
June 23, 2019, Ms. self-booked another Pay Later car reservation using
Expedia’s Mobile App under itinerary ***, with *** Rent A Car,
Chicago IL for the same day pick-up at 10:30 am and drop off at 7:45 pm. The total cost was $94.24.
Upon review of the customer’s itinerary, on July 27, 2019, Expedia reached out to the vendor, *** Rent A
car who advised that Ms. did not show up to pick up the car, no
cancellation fee was charged to the customer.
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. *** and *** Rent A
Car are the merchants 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
While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is not able 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:
First, Expedia referred me as Ms. through out the message instead of Mr. focus on customer details and Customer’s problem instead of blaming th customer directly to prove your point..
Secondly, *** has not provided me car when I showed up. I called Expedia 3 times without resolution. ultimately, I am worried because of the response received by the Expedia and have to book another car to not waste time on that day. Expedia declined to help me and provide me another car immediately and made me wait for many hours at airport with my 80 years of grand-mom. I had a return flight on the same day and couldn’t afford to spend time on that day with Expedia on call.
if you cannot keep the car provider honest or clearly set expectation with customer then please don't book cars.
*** refund my money because of the failure to deliver on the reservation and making wait on the airport.
Regards,
***
Sincerely,***t
I booked a Hotel for 2 nights with Expedia via *** for a trip to Israel, Itinerary #
***. On the day of arrival I tried several times contacting the Hotel and was only able to get to an answering service, once I got to the Hotel address listed all lights were off and building was locked and dark. I tried calling several more times Hotel and only answering service picked up, and no return calls for my messages. I tried calling Expedia, however stayed on hold for 30 minutes with no answer. I went online with my phone and found a different available Hotel in the area Itinerary #
*** and took a taxi there for the night. I went to bed, at 2am the 1st hotel called me back (woke me up) and said they tried contacting me during the day to tell me correct address as address on confirmation is just a mailing address. In the morning someone else from the 1st Hotel called me and asked me to come move to 1st hotel for the 2nd night. At that point I was so turned off from them and comfortably settled in the 2nd Hotel. I extended 2nd hotel for another night Itinerary #
***.
When I returned I contacted Expedia explained the situation requesting a refund for 1st hotel, here is the response I received.
"After review of your file, we have determined that we cannot provide the requested compensation. We have tried to reach out to the hotel to get a wavier in order to process the refund to you but we can not get in touch with the hotel so that they may approve a refund"
I replied back asking them how I am supposed to stay in a hotel that cannot be contacted, they just replied they are sorry however cannot refund me.
Subject: Re: Case ***/Expedia Revdex.com ***
Good Afternoon, We would like to apologize for the unfortunate travel experience which Mr. encountered. We certainly strive to have the information provided by our vendors to be clear, and the hotel arrival information is extremely important information and should be made easy to interpret.
Based on our research Mr. initially arrived at the hotel and assumed it was the correct address being that it was in the reservation details but the building was closed and inaccessible. The customer was forced to book another hotel in order to have a place to stay for the night and took a taxi to the new location. The customer then received a call from the previous hotel and was informed that the address on the itinerary is the mailing address and not the actual location. At that point the customer was already settled and decided to just spend the two nights at the new hotel. This developed into a case and the agent handling it made several attempts to contact the first property but no reply was given and according to our policy we must follow the hotels policies when we receive no answer from them thus resulting in a compensation denied email though it states "Cancellations or changes made after 6:00 PM local hotel time, Tuesday, June 25, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. The hotel policy stated that if you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value. The hotel was not willing to refund the charges.
*** powered by Expedia certainly strives to provide the best customer experience. A refund for the full stay has been processed back to the customer to help to mitigate the travel interruption that Mr. experienced. We sincerely apologize for this experience, and we will work with the vendor to ensure the confirmation information is clear, so that other customers do not experience a similar situation.
Thank you for bringing this to our attention.
Respectfully,
Ultimate Rewards Supervisor Desk *** Travel Powered by Expedia
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. However I still do not see the refund, they say they processed, please advise.
Sincerely
I booked a hotel room with my *** rewards points and apparently *** uses Expedia as their booking agent. I requested a wheelchair accessible room and bathroom, I showed up to the hotel and the room or bathroom wasn’t wheelchair accessible, so the hotel had to move me to one of their sister hotels to accommodate me. I called Expedia when I got back to see if they would compensate me somehow, they said they couldn’t and that I would have to call chase, so I called *** and they said I’d have to call Expedia. I just want some kind of compensation since Expedia didn’t book the correct room
On June 2, my significant other booked our ideal trip to Greece (itinerary # ***) we were supposed to land in London to connect to another flight that will have us in santorini on July 18, 2019 where my family awaited for our arrival. On July 17 2019, *** delayed our flight twice...we sat inside the plane for two hours, we were arranged to depart from NY at 730pm but with delays we left at 1030pm. When we arrived to London, our connect flight was no longer available causing us not to arrived to Santorini on the 18th but to get there the following day. We called Expedia to explain the ordeal and informed them that *** treated us unfairly and had no compassion for the ordeal they caused us. I had an anxiety attack due to the fact that I was stuck in London, only had euro money and not pound, my family was at santorini, my partner and I was not familiar with the location and lost a lot of money on a hotel I did not stayed in which was reserved with another vendor. Expedia did not help with this matter, all they offer was 200 dollars for our trouble and anxiety. I asked them to compensate for another day at an existing hotel and to schedule my flight for the day after my original departure( leaving from mykonos) which was scheduled through Expedia. I stood with expedia customer service for 2hrs and accrued long distance fees. My time with my family is valuable and the funds I spend at a hotel that I could not stay due to the mishap from expedia and British airline was not considered. British airline vouchers for food and booked us in a hotel which was not the same equilavent of the funds we wasted in not staying at the suite we booked as oppose to a hotel with no amenities.
July 26, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation refund request.
On June 1, 2019, Ms. or an authorized user self-booked a flight reservation on our site. We understand from Ms.’s complaint, she mentioned that due to an airline schedule change, she arrived at her destination a day late. The airline reaccommodated Ms. on another flight. However, Ms. was unable to use a hotel reservation she made on another site. Ms. is requesting an unknown amount for her hotel reservation and a refund of the flight reservation in the amount of $1794.27 she booked on Expedia.
Upon researching the customer’s complaint, we remind Ms. that when booking on Expedia, she agrees to the Terms of Use of the booking. The Terms of Use found on our site mention the following.
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.
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.
As mentioned on the Terms of Use above Expedia is not liable for any delays, therefore we will not provide a refund for airfare.
Ms. also requested that Expedia provide a refund for the hotel booking she booked elsewhere on another site. We may not provide any refund for a booking she did not reserve on Expedia which she could not use due to the airline delay.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Customer Correspondence Team
Complaint: ***I am rejecting this response because: When I contact Expedia they did mentioned that *** were responsible for the incident that occurred but I stated that it was booked on their company website and they should be liable as well; Expedia offered a 200 credit which I kindly rejected. During the conversation with Expedia not once they mentioned anything about their terms and terms were not told to us when booking. According to Expedia mission and guiding principles "they will be customer centric and they put themselves in the shoes of their customers and partners. What about those terms? They ruined my partner and I vacation with our family and they expect us to be silent. The same way they are the world's travel platform...I also have a platform. I am going to the social media, media and to my colleagues and inform them how Expedia does not have the best interest for their customers and family. I will advise everyone not to use Expedia. I work for a fortune 500 company who constantly utilize Expedia for travel usages which I will also advise them that they will no longer need to use Expedia. I will find another travel company who can assure my family and company that they have their customer's best interest. I will be filing a legal claim against Expedia as well. Thank you.
*** .
They refuse to take responsibility for a hotel reservation that I cancelled with them back in Aug 2018 for a hotel booking. I cancelled my itinerary #*** with them for a reservation holding 2 rooms. They cancelled the 1st room, but neglected to cancel the 2nd room under the same itinerary#. I just got charged by the hotel on my credit card on 6/24/19 for the no show. They keep throwing it back on the hotel, but the reservation & cancellation was made with Expedia.
July 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on August 6, 2018, ***, or a person authorized for the account, self-booked two rooms with the ***, for four nights, checking in on June 22, 2019. The rate and reservation selected had a billing arrangement where the billing of the room charges would be made by the hotel.
At the time of booking, the terms and conditions were provided and accepted. They advised that any change or cancellation made after 6 PM hotel local time on June 19, 2019, or no show would incur a penalty of one night’s rate plus taxes and fees.
The itinerary was accessed on the Expedia website in the customer’s Expedia account on August 30, 2018, and one room was canceled. The second room remained active on the itinerary through the check in date.
On July 15, 2019 the customer contacted Expedia and requested a refund of a penalty fee. As the charges are made by the hotel, Expedia cannot process a refund. We contacted the hotel to advocate on behalf of the customer. We were advised that the reservation that was canceled had no charges, and the reservation that was not canceled had a no show fee of $284.00.
While we understand that the customer is requesting a refund, Expedia will be unable to provide compensation for penalties incurred as per the terms and conditions. If the customer has any billing questions, they may contact the hotel directly at the phone number provided in the email confirmation.
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: It was the fault of Expedia because they did not cancel the full reservation made under that itinerary number as requested. Therefore it is their responsibility to refund me the money charged to my credit card because they did not do what I asked them to do back in Aug. 2018.
Sincerely
My family and I had used Expedia for years on all our trip, this year I was diagnosed with cancer and had to interrupt some trips I had booked myself but booked a flight for my son, sister in law and nephew to fly from Chicago to Puerto Vallarta on July 1st thru Expedia with ***. we ran into some issues with a different airline not being able to complete their flight from Mexico to Chicago loosing the flights, hotel and car reservation for that weekend. I called Expedia on June 26 to let them know what had happened and asked for a credit instead as they had assisted us in the previous years. I explained to them the situation and asked for help as I did not have the money to buy extra tickets, their answer was "there was nothing they could do for me and to let them know if we were not going to complete the flights on July 1st so they could sell the tickets to other travelers" of course with no credit/refund to me. these were $700.00 lost and no sympathy at all. very disappointed with the costumer service provided after years of using this company :(
July 25, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a travel credit for $700.62.Our records indicate that on May 29, 2019, Ms. ***, or an authorized user of her Expedia account, self-booked a flight reservation using Expedia, under itinerary ***. Travel with ***, from Chicago, IL, to Puerto Vallarta, Jalisco, departing on July 1, 2019 for three travelers.
Upon further review, we show that Ms. *** called in on June 29, 2019 to cancel the flight reservation; however, the refund and travel credit was denied. Ms. travelers did not use the reservation on the date of departure; therefore *** suspended the ticket and it is considered “lost value”. We have verified that the Basic Economy mandated ticket policy of non-refundable and non-changeable after 24-hours, was provided and accepted at time of booking. Hence, we must follow the normal procedure of the airline’s policy.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by ***. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we regret Ms.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor her travel credit 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 MCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I am not requesting a refund back but a credit, I had done business with Expedia for 15 years, I had problems in the past where the car rental was not available at terminal and ended up booking with someone else, or the company just canceling the reservation 2 days before my arrival, had Expedia cancel flights in the past for part of my reservation and never took it to a higher place to complaint. things happened, and just like now something unexpected came up and when is my turn for Expedia to step up they treat their long costumers like this when I know those tickets did not go to waste. I will not use Expedia services anymore.
Sincerely
I purchased round trip tickets back in January for my parents to fly to Portugal. They are suppose to return the 20th but Expedia never confirmed their flight so tap cancelled. Expedia rep wit not fix or refund without an Expedia card? Now we have to go to the airport and repurchase new tickets to return..this additional cost needs to be refunded
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 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 new tickets she purchased at the airport totaled $4000.00.Our records indicate that on July 8, 2019, Ms., or an authorized user of his Expedia account, self-booked a combined one-way flight reservation using Expedia, under itinerary ***. Travel was with J *** operated by ***s, from Raleigh, NC, to Porto, Portugal, departing on July 11, 2019, and returning on *** operated by ***s for July 20, 2019 with added Travel Protection Flight Protection Plan. The total cost of the flight $2,477.32. Upon further review, we show that Ms. incurred an airline-initiated schedule change on her return flight. Ms. was notified via email and agree to the options that were provided. We researched Ms.’s account on July 22, 2019 and she agreed to get reimbursed for her exchange fees since travel was within 24-hours totaling $1121.00. Therefore we resolved the issue directly with the customer.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the ***s. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Dez MCorporate Correspondence Team
I booked a Junior Suite for myself and two children - 3 people total - on Expedia for my stay at the ***. The room was advertised on Expedia as accepting three people and I listed all three on the reservation.
The hotel charged me 12,000 Yen (about US$120) more than Expedia advertised for the third person. This fee was not disclosed in advance by Expedia in any way.
Expedia itinerary
July 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O-157635
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on April 15, 2019, ***, or a person authorized for the account, reserved a two night stay with the ***, for check in on June 22, 2019, in a Junior Suite, 1 King Bed.
The rate and reservation selected was to be billed directly by the hotel. The website states that charges are provided to us by the property, may vary and are subject to change. The rules and restriction for the reservation advised that the base rate was for two guests.
We contacted the property regarding the billing. They advised an extra bed was provided and the total extra charges were 12,000 Japanese Yen. Additional fees may be charged by the hotel for additional services provided. Billing questions should be addressed directly with the hotel.
Expedia did not bill any of the charges associated with the. As the terms and conditions were provided compensation for the extra fees is not available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
I have tried to get resolution from the hotel but they blame Expedia for not telling me about the fee. Expedia blames the hotel. 12,000 yen was a very substantial charge, about $120.
Expedia has the business power to negotiate a solution with the hotel or to at least fix how they represent fees. Had the 12,000 yen fee been disclosed to me on Expedia we would not be having this discussion.
Sincerely
I called to cancel my bundled reservation within the 24 hrs period as advertised on the website. When I called to cancel, I was told that I have to petition for the refund on the hotel portion of the bundle. Expedia told me that it will take 48 hrs and it may not be a full refund. I stated that I am cancelling within the 24 hrs, but expedia refused to cancel without penalty. The 24 hrs policy showed up repeatedly on every screens when I was doing the booking. I told expedia that I will dispute the charge with my credit card company and contact Revdex.com. I spent almost 1 hr already dealing with this issue in total. This should be a simple cancellation, clearly within 24 hrs (less than 12 hrs from booking). I called to dispute the charge and now reporting this with Revdex.com.
July 25, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mr. *** Revdex.com case number *** regarding a refund of $536.51.
Our records indicate on July 16, 2019, Mr. or an authorized user of the Expedia account booked a round trip departing August 8, 2019 from Frankfurt, Germany to Kiev, Ukraine and returning on August 16, 2019; along with an eight-night hotel reservation at the *** via ***. A confirmation email was emailed on July 16, 2019; it was opened and reviewed four times.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 17, 2019, Mr. called in to cancel the reservation. Our representative called the hotel and they advised use to send them an email requesting to cancel. Our representative emailed. On July 21, 2019, Mr. called in wanting to change the date on the hotel to August 8-15, 2018 or get a full refund. Our representative was not able to locate any availability in our system with the same type of room. Our representative called the hotel and the hotel was able to change the dates directly in their system and allowed refund of one night. Expedia received an email from the hotel authorizing that Expedia issue a refund for one night per the refund request.
After further review on July 25, 2019, Expedia was able to verify a refund of $67.02 for one night at the hotel was applied to the customer VISA account on July 21, 2019, per the documentation. The flight was voided on July 17, 2019 and those funds are being returned to the card ending ***.
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. Lufthansa was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary.We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONSAdditional 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 Mr. 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 am not a customer and do not have an Expedia account. However, Expedia has sent me approx. 13 emails pertaining to the travel plans made by 4 different people who I do not know and am not involved with these travel plans. I have repeatedly reported this suspicious activity and have requested Expedia to stop emailing me to no avail.
1.
Passenger(s): ***
Expedia Itinerary Number: ***
Lufthansa Confirmation Code: ***
*** Confirmation Code: ***
2.
Passenger(s): ***/***
Expedia Itinerary Number: ***
Lufthansa Confirmation Code: ***
*** Confirmation Code: ***
3.
Passenger(s): ***/***
Expedia Itinerary Number: ***
Lufthansa Confirmation Code: ***
*** Confirmation Code: ***
4.
Passenger(s): ***/***
Expedia Itinerary Number: ***
Lufthansa Confirmation Code: ***
*** Confirmation Code:
July 26, 2019
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from ***. *** (Revdex.com complaint #***) regarding receiving someone else’s itineraries at her email address.
Upon researching the customer’s complaint we were able to confirm Ms. contacted Expedia by phone and informed us that she was receiving these itineraries. While we appreciate the fact that Mr. contacted us, the actual customer has already been made aware and we have updated the correct email. If Mr. receives any other email itineraries which do not correspond he may wish to block the email address from which these are sent.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Customer Correspondence Team
Complaint: ***
I am rejecting this response because:
a) I have never been a customer of Expedia and do not know any of the people who are using my email address and/or variations of my names as their emails. All these itineraries are even in my outlook calendar. Expedia as cause this situation by not making certain that they know who they are doing business with.
Sincerely
I booked a round trip ticket (SJC - KBP, KBP - SJC) through Expedia and received a confirmation email which stated the following: "Your flight is a combination of two one-way fares, each subject to its own rules and restrictions. If one of your flights is changed or cancelled, it will not automatically alter the other flight. Changes to the other flight may incur a charge." This statement led me to believe that skipping the last leg of my flight from SJC to KBP will not void or affect in any other way my return flight from KBP to SJC. With that in mind, I skipped the last leg of flight SJC - KBP; however, when I came to the airport for the return flight, I was only allowed to check in upon paying a 300 euro penalty to ***. I brought this issue up with both Expedia and ***. Expedia responded in writing that "a roundtrip ticket was booked but [...] the going flight was no show therefore the complete flight was canceled. It is normal that the airline charged to reschedule the return flight. Sorry but we didn't find any site error". ***, on the other hand, over the phone agreed that Expedia's booking confirmation email (quoted in the first sentence of this text) was indeed misleading in such a way that could easily lead the customer to believe that skipping a leg on the going flight would not adversely affect the return trip.
July 25, 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 x. We understand *** is requesting xxx
Our records indicate on June 19, 2019, ***, or a person authorized for the account, self-booked a roundtrip flight for one passenger with ***, traveling from San Jose, CA, USA to Kiev, Ukraine, departing on June 26, 2019 and returning on July 16, 2019.
At the time of booking, the flights were provided as roundtrip, with a single confirmation and ticket number, and the terms and conditions advised the flights selected had a Basic Economy fare, that was nonrefundable with no changes allowed. The flight itinerary and terms and conditions were displayed for future review via the customer’s online itinerary and an email purchase confirmation.
Expedia reviewed data from the original booking, as well as other dates of access to the online itinerary, and found that the flight were advised to be roundtrip, nonrefundable and with no changes allowed. No errors were found.
As the flight information and terms and conditions were provided accurately and accepted, and no errors were found, a refund or compensation will not be available.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
July 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the additional comments from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
We have reviewed the additional comments and documentation provided from the customer and a refund or compensation will not be available.
The airfare purchased by the customer was for travel roundtrip from San Jose, CA, USA to Kiev, Ukraine. The airline might offer various combinations of flights or routes to provide that travel. The customer flew from San Jose, CA, USA to Paris, France and expected to continue travel from Kiev, Ukraine, back to San Jose, CA, USA. That constitutes a change to the travel purchased.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
Expedia in its latest response stated the following: "The customer flew from San Jose, CA, USA to Paris, France and expected to continue travel from Kiev, Ukraine, back to San Jose, CA, USA. That constitutes a change to the travel purchased."
Yes, that does constitute a change to the travel. My argument is that the change was made to my outgoing trip to Kiev and should not have penalized my return trip to San Jose. In my previously submitted comments I explained in detail why such change should not have been penalized.
Prior to my trip, Expedia sent me a booking confirmation with a misleading statement, which led me to believe that skipping a leg on my outgoing trip to Kiev would not penalize my return trip to San Jose. Had Expedia not issued such a statement, I would not have skipped the leg on my outgoing trip and would not have been penalized by ***.
The penalty resulted from Expedia's misleading statement and, therefore, should be reimbursed by Expedia.
Sincerely
I just had the worst experience with my booking. I booked a flight with the agent. My card was charged immediately and money were taken out from my account. Expedia agent told me that transaction is declined and tickets are cancelled and my bank is confirming that transaction was approved. So I have no money, no ticket and I have no other funds to buy the ticket. I need to leave in 3 days and I needed to open a respite with my bank. Money will be put back on my card in 10 business days. My trip is cancelled.
When making an online car reservation for a trip to Scotland, Expedia offered rentals from ***. I purchased a Collison Damage plan for $66.00 (Itin # ***
Policy # ***). When we picked up the car in Edinburgh, Scotland at ***, they told us that the Collision Damage plan I'd purchased was invalid and that another plan was mandatory to purchase. The agent also said that many other customers renting through Advantage had this same issue. I am trying to have Expedia refund the $66.00, since the purchase could not be used and was invalid for the rental. I have called Expedia on 7/6/2019. The agent was unable to assist me and texted me to say that another agent would contact me within 48 hours. That did not happen. I am now on hold again (This time for 34 minutes, at this time), and there is no agent to assist me. Expedia does not seem to offer a call-back to avoid long customer waits. The wait on 7/6/2019 was over 30 minutes as well.
July 25, 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 Travel Protection Collision Damage coverage. We understand *** is requesting a refund.
Our records indicate on April 9, 2019, ***, or a person authorized for the account, reserved a compact car for five days, with ***, for pick up in Edinburgh, Scotland on June 29, 2019. A Travel Protection Collision Damage coverage was purchased with Travel Guard for $66.00 for the car rental.
At the time of booking, the rules and regulations of the rental agreement were provided and accepted. They included:
COLLISION DAMAGE WAIVER-REDUCES YOUR LIABILITY FROM THE TOTAL COST OF THE DAMAGE UP TO THE VALUE OF THE VEHICLE AND INCLUDEING OFF THE ROAD AND RECOVERY COSTS TO THE EXCESS AMOUNT.IS NOT INCLUDED IN THE RATE. IT MUST BE PURCHASED AT THE POINT OF COLLECTION UNLESS YOU ARE A USA OR CANDAIAN RESIDENT WITH A CREDIT CARD ISSUED IN YOUR COUNTRY OF RESIDENCE THAT PROVIDES COLLISION DAMAGE WAIVER COVER (A ?STAND LIABLE CUSTOMER?).
PLEASE NOTE THAT WE DO NOT ACCEPT EITHER PERSONAL CAR INSURANCE POLICIES OR THIRD PARTY WAIVER PRODUCTS.
A full refund was provided for the Travel Protection Collision Damage coverage on July 25, 2019. The refund time frame varies based on the credit card companies processing time.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
I had ordered a roundtrip ticket for traveller from newark ewr to niagra falls buffalo ny via expedia. However even though on the user interface it showed me 5 45 pm departure time for returning flight, the travel agency booked a 5 45 am flight and charged me for it. This is a user interface or system failure and I had to pay 228 dollars extra to book new ticket. I have to dispute their error.
July 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on May 21, 2019, ***, or a person authorized for the account, booked roundtrip flights with ***, traveling from Newark, NJ to Buffalo, NY, departing on July 12, 2019 and returning on July 13, 2019 via itinerary ***.
We understand that our customer contacted Expedia on July 13, 2019 advising of a problem with the timing of the return flight and purchased a new return flight in the amount of $228.30 via itinerary ***.
On July 21, 2019 a refund was processed back to the original form of payment for itinerary *** in the amount of $228.30. the refund time frame may vary 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
On June 07 I purchased a TRAVEL PACKAGE from Expedia to go to Puerto Vallarta (hotel/flight for June 14 through June19).
On June 13 , 1 day before the trip, I received a message that I could go ahead and make the check in.
When I tried to do online, I got a message saying that I couldn't check in because there was 2 tickets under my fiancé's name and that they could not resolve because it needed to be with Expedia. I called them, but everytime we called, customer service would take at least 1 hour. I called many times, because everytime they were to transfer to the supervisor, because *** said that they could not change the name, but they would refund only one ticket, the call got disconnected.
Around 9:00 PM I still had not resolved with them and we decided to purchase another flight ticket in the amount of $1577,00 since we had dinners, events, shore scurs ions booked. After all, they said that AA as a courtesy will refund the flight amount minus their $75,00 fee.
We were very stressed as this was the night before the flight. I've booked many many travels with expedia, and of course I would not book 2 tickets on my fiancej's name, as the first information that opens it is mine. But even I did, how can a TRAVEL WEBSITE, book 2 tickets to the same person on the same flight? I hope this gets resolved as nobody deserves to go through this the day before your vacation. I hope to get the refund for the whole amount expend on the second purchase. $1577.00 minus the $488.00 for the one ticket that they refunded already.
July 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case O
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***. *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
Our records indicate on June 7, 2019, ***, or a person authorized for the account, self-booked a package including flights with ***, traveling from Fort Lauderdale, FL, USA to Puerta Vallarta, Mexico, departing on June 14, 2019 and returning on June 19, 2019. The package also included five nights with the ***.
The website advises that traveler names must match the government-issued photo ID exactly. The passenger names that are provided during booking, are displayed for review and accepted when the booking is completed. The passenger names are further displayed on the online itinerary and via an email purchase confirmation.
At the time of booking, the terms and conditions were provided and accepted. They advise that the flights are nonrefundable, no changes are allowed, and name changes are not allowed.
On June 13, 2019 our customer made us aware that they needed assistance with duplicate names. We contacted the airline and advocated on their behalf. A waiver was provided to refund one of the duplicate tickets with a fee of $75.00. A refund of $488.39 was provided to the original form of payment.
While we understand that our customer is requesting a refund for the full value of the flights, further refunds are not available per the terms and conditions. Expedia will not be able to provide compensation as the booking data showed no errors, and the terms and conditions and disclaimers noted were provided.
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
On the recommendation of Expedia in an area where we were not familiar with Hotels the Expedia representative recommended the *** at ***. Upon arrival at check-in the counter was behind a bullet proof glass. License and credit card information was submitted under a plastic shield. A warning was posted on the check-in counter which stated “Per New Your State Law, vagrants may not exceed a 28 day stay”. We found out that the rooms could be rented by the hour. We were unable to view the room before check in. Room was filthy, floors were sticky where no reasonable person would take shoes off, odor of cigarette smoke and stale liquor filled the air, door lock did not work, flies were dead on the floor, towel rack was broken and property was unsafe. Needless to say due to safety reasons, no one stayed at the hotel.
Expedia was aware of the Hotel condition and safety concerns as cited by their own site reviews (link below). Expedia knowing the foreseeable danger ignored the warnings of the reviews, never verified the condition of the property, and proceeded endangering their clientele. To date Expedia refuses to address the problem and stopped corresponding with us. We are filing this complaint to make others aware of the Expedia practices and treatment of Clients.
https://www.expedia.com/***.Hotel-Information
July 22, 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 Mrs. *** Revdex.com case number *** regarding a refund of $159.92.Our records indicate on May 3, 2019, an Expedia representative booked Mrs. *** a one night hotel reservation at the ***, checking in on May 25, 2019 and checking out on May 26, 2019, via ***. A confirmation email was emailed on May 3, 2019; it was opened and reviewed seven times.Upon receipt of Mrs.’s complaint, we investigated the issues which were brought to our attention. We can confirm as on May 27, 2019, Mrs. called to get a refund for their reservation because the room was filthy, she felt it was unsafe because of drugs and prostitutes, and the door did not work properly. Our representative called the hotel and spoke with the hotel General Manager who advised the customer did not cancel in time and the hotel previously denied authorizing Expedia to issue a refund. An email was sent to Mrs. advising the hotel denied a refund for the reservation. On May 29, 2019, Mrs. called again to get the refund for her reservation since she didn't stay at the hotel because the property was unsafe. Our representative called the hotel to request a waiver. Our representative explained to customer that the hotel previously denied the request but customer wanted to try again. Our representative called the hotel and was advised that he would need to call back and talk with the General Manager.
After further review on July 22, 2019, Expedia called the hotel and they requested that we call back when the General Manager was there, who previously denied the refund on May 29, 2019.
As a one-time courtesy Expedia issued a refund for $159.92 to the original card that was charge. The refund will appear on the card in three to seven business days. A refund receipt has been emailed to the email address on file.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 caseSUPPLIER RULES AND RESTRICTIONSAdditional 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
Tell 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. On July 19, 2019 we were notified by *** that Expedia did refund the original fee.
Of concern is still Expedia's professionalism in handling reservations as it was obvious that numerous clientele on the Expedia comment and review website complained about the conditions of this hotel. Even so, Expedia still recommended this lodging to other tourists, placing them in danger. Therefore it appears that Expedia does not read the reviews, check on their recommended hotels, or care where they book clients. Very unfortunate.
We thank Revdex.com for their professionalism in handling this situation on our behalf.
Sincerely,
*** And
We booked an excursion in the Bahamas on our honeymoon through Expedia for 7/5 and it got canceled due to weather. Well we were told by Exuma Escapes who is the vendor of the excursion that we will get a refund of $498 in 3-5 days. Well I spent $580 on this excursion so I emailed Expedia asking what is going on and hey said they would look into it and I received a email last night saying hat it’s is non-refundable. $580 NON-REFUNDABLE due to a cancellation that wasn’t even our fault. So I called them and they are looking into it AGAIN. They just keep pushing me around and pushing me around. I had a refund receipt sent to me front Exuma Escapes saying the refund was sent, BUT they sent it back to expedia since I went with them. So I’m pretty sure Expedia has at least $498 of my refund but aren’t giving it back to me. I’ve been waiting on them for 5-6 days and they haven’t even ISSUED my refund from them which will ALSO take 5-6 business days to process if they even decide to give it back to me.
July 20, 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 an activity reservation.
Our records indicate that on January 23, 2019, Ms.
***, or an authorized user of her Expedia account, self-booked a
non-refundable activity reservation using Expedia’s Mobile app, under itinerary
***. The booking was for Pink
Sands Escape, Bahamas with a start date of July 5, 2019. The total cost was $580. We understand that Mrs. is requesting
a full refund of the total cost of the reservation.
We can confirm Mrs. sent an email to Expedia on
July 8, 2019, stating that the Pink Sands Escapes activity was cancelled due to
the weather and was promised by the vendor that she will receive a refund of $498,
however, she advised that the total cost of the reservation was $580. Expedia contacted the vendor to advocate on
customer’s behalf. On July 15, 2019, the
vendor replied to the email, fortunately, the refund was approved for $498 and
advised that a refund receipt was sent to the customer.
Expedia serves as third-party intermediary with travel
providers such as activities, 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 vendor.
Nonetheless, as a courtesy exception, on July 20, 2019, Expedia
processed a refund of $82.00 back to the customer’s original form of payment.
The time it takes a refund to appear in the customer’s account depends on their
banking institution, usually within three to five business days.
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. About ten minutes after I submitted to Revdex.com I got an email from Expedia with the $498 and then I received the other $82 today. All has been resolved.
Sincerely
We were scheduled to travel to New Orleans July 13th-July 17th. We were confirmed to stay at ***. We booked our stay using Expedia.com. Due to the recent Tropical Storm Barry, New Orleans was under a State of Emergency. Our flights were rescheduled which means we had to reschedule our stay. We were able to change our vacation dates to July 22-July 26. I contacted Expedia Wednesday July 10th & July 11th trying to reschedule/cancel our reservations. I was told they would contact the Hotel Manager to see if we could cancel or reschedule. Expedia response after hours on the phone both days that the manager stated he would not cancel our reservations nor would he be able to reschedule our stay because they were booked for July 22-26. They also stated since they could not accommodate us for those dates we would not get a refund. I asked them to please find us another place to stay for the dates we would be able to travel. Mother nature is completely beyond any humans control. The State was under an emergency and there was nothing we could do. I emailed the manager of *** to make sure they were aware that we could not be there due to our flights being rescheduled. He was very hostile towards me in the email. Refunding our money is all we're asking. If a State is under an emergency, this is beyond any humans control.
July 19, 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 hotel reservation.
Our records indicate that on December 1, 2018, Mrs.
***, or an authorized user of her Expedia account, self-booked a refundable
hotel reservation using Expedia’s website under *** with ***, New Orleans, LA for a check in on July 13, 2019 and a
check-out on July 17, 2019. The total
cost was $385.43. We understand Mrs. is requesting a full refund of her
booking as she was not able to utilize it.
On July 11, 2019, Mrs. called Expedia requesting
to cancel the hotel reservation due to the hurricane storm in New Orleans, LA. Expedia contacted the vendor and advocated on
customer’s behalf. Regrettably, the
refund 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 restrictions of those providers. Expedia does not own, operate or otherwise
run any hotels. We hope you understand
we must adhere to the policies dictated by the vendors. Additionally, at the
time of booking Mrs. 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.
Nonetheless, in respect and consideration to Mrs.’s claim
that she did not utilize the hotel reservation due to her flight rescheduling, on
July 19, 2019, Expedia processed a refund of $385.43, back to the original form
of payment. The time it takes a refund to appear on the customer’s account
depends on their banking institution, usually within three to five business
days.
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