Itinerary # ***
this reservation was canceled by Expedia by mistake. As a consequence, I had to make another reservation and pay again. I am very dissatisfied with the Expedia service. From the first day, it has been a problem. My original reservation was for June 17 but I was diagnosed with cancer and had an emergency operation. As a consequence, I had to change my reservation for July 22. I bought the travel protection. I call to make the change more than 20 times. They always told me something different. On Thursday, June 13, 2019, they informed me that everything had to be done again and I had to pay $ 250.00 more. I thought everything was fine, yesterday we checked to see that everything was fine and to my surprise, my reservation was canceled by Expedia by mistake. I had to go back to make another reservation and pay again, this time the total was $ 317 more. I need to be reimbursed for everything spent as soon as possible. I am very dissatisfied with the Expedia service. I think that in the future I will not use it again. I would like my refund before my trip since this money was for the trip.
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 Mr. *** (Revdex.com case number ***) regarding
a package reservation. We understand Mr.
*** is requesting a refund of $1,518.06.
Our records indicate that
on April 17, 2019, Mr. or an authorized user of his Expedia account, self-booked
a package reservation for two passengers using Expedia’s website, under
itinerary ***. The package included a roundtrip flight, hotel
accommodations and a Protection Plan.
The flight bookings were with *** from New York, NY, USA to
Cartagena, Columbia departing on June 17, 2019 with a connecting city in Fort
Lauderdale, FL, USA and returning on June 27, 2019. The hotel accommodations were for two Pay
Now, non-refundable rooms with ***,
Cartagena, Columbia for a check in on June 17, 2019 and a check out on June 17,
2019 and a Travel Package Protection Plan.
The total cost was $2,878.26 ($997.06 for the flight, $1,693.20 for the
hotel and $188.00 for the Protection Plan)
Upon further review, we
can confirm Mr.’s flight itinerary’s airline policy was a
non-refundable and no changes are permitted.
The customer first called on June 12, 2019, advising Expedia to change
the dates of travel to July 22, 2019 to August 1, 2019 due to medical illness. Our agent changed dates of travel per Mr.
***’s request but due to the airline policy, the procedure was unsuccessful
and Expedia processed a refund of $2,690, the total cost of the flight and hotel
reservation using Mr.’s Protection Plan. Expedia is aware that Mr. was charged
in the amount of $574.00 and penalty fee of $300.00, total cost for the
exchange was $874.00.
Expedia serves 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 vendor.
Furthermore, On July 14,
2019, Mr. purchased a roundtrip flight reservation on Expedia’s website
under itinerary ***, with *** departing on July 22, 2019
and returning on August 1, 2019. The
total cost was $1,268.06, with a difference of $271 from the total price of the
original flight.
On July 19, 2019, Expedia
processed a refund of $1,145, back to the original form of payment. The time it takes a refund post to 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.
On June 22nd I contracted with Expedia shuttle service for round trip shuttle service from Charles de Gaulle airport in Paris France to *** and back. We waited at the airport for 2 1/2 hrs before finally paying a taxi service to take us to our hotel. My confirmation sheet says no need to confirm, we are booked. They did however show up to transport me back to the airport in 3 days as contracted. I have talked to Expedia on 3 occasions and with no explanation they refuse to give me a refund for the service they didn’t provide me.
Expedia.com Response
• Jul 19, 2019
July 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund of $60.00.
Our records indicate on June 22, 2019, Ms. or an authorized user of the Expedia account booked round trip hotel transportation beginning on June 26, 2019 through June 29, 2019, via ***. A confirmation email was emailed on June 22, 2019 and it was opened and reviewed four times.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 26, 2019, Ms. called in wanting a refund since she waited for two hours for her transportation and did not get picked up. Our representative called the vendor, there was no one available and they ask that we send them an email. Ms. called again to reconfirm her transportation and that she has a pick up scheduled for Saturday June 29, 2019. Our representative called the vendor and was advised they needed to send an email. On July 7, 2019, Ms. called in wanting to know the status of her refund for the shuttle. Our representative called the vendor and was asked again to send them an email. On July 13, 2019, the case was reviewed and noted Ms. wants partial refund and our representative offered $100 coupon and she denied. Our representative advised the case would be assigned to an offline line team and she would get an updated within 72 hours with the outcome but advised could not guarantee a refund. Ms. advised she will be contacting the Revdex.com.
After further review on July 19, 2019, Expedia reviewed the details of the reservation, the emails to the vendor and the notes on the account. The vendor has not responded to any of our emails. As a one-time courtesy issuing a refund of half the cost of the transportation $40.99, since Ms. could not provide proof of $60.00 charge for other transportation. The refund was issued to the *** card ending *** and a refund receipt has been emailed to the email address on file
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I booked a hotel stay through Expedia. I was in a bad accident was injured and per my doctor was unable to travel. Expedia only gave me a partial refund and kept $900. That is robbery and wrong in an emergency situation. I would have accepted credit or even charging a cancellation fee but to refund only 50% is not acceptable on a $1800 reservation.
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 hotel. We understand *** is requesting a refund.
Our records indicate on February 12, 2019, ***, or a person authorized for the account, booked a hotel reservation for seven nights with check in on June 27, 2019.
The rate and reservation type selected for purchase was nonrefundable with no changes allowed. At the time of booking the terms and conditions were provided, and they were accepted when the booking was completed.
We understand that on June 27, 2019 the customer contacted Expedia stating that they would not be able to use the reservation and requested a penalty waiver. Expedia contacted the hotel and advocated on the customer’s behalf. A 50% refund of the penalty was offered to the customer as a gesture of goodwill.
On July 7, 2019 the 50% refund was processed back to the original form of payment used to pay for the reservation. No further goodwill is available. As the terms and conditions were provided and accepted, Expedia will not be able to provide compensation for the portion of the penalty paid.
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
That's just robbery! To change a $900 cancelation fee basically is robbery! Never will I book with Expedia again!
I searched for hotels in Barcelona on the date 07/08/2019 (July 8, 2019). I made the reservation under the searched criteria selected. The system changed the date when received in Barcelona to 2019/08/07 which is the way the date is written in Spain. The hotel received my check in date as August 7, 2019. I arrived in Barcelona on the date stated on the Expedia booking number 07/08/2019. There was no reservation and no available hotel room. I call expedia immediately on that day for a resolution. I was told to call back the next day. I had to find and book a hotel elsewhere. Since then I have requested a refund which has been denied. I also discovered that Expedia charged me $408 for a hotel that they paid $287 for. I am disappointed with their service and I intend on sharing my experience on social media. I'm pretty sure I am not the first person this has happened to. Expedia is now deleted.
Expedia.com Response
• Jul 23, 2019
July 23, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 28, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***. Reservation was for the ***s, with a check-in date of August 7, 2019 and a check-out date of August 8, 2019. A Hotel Booking Protection Plus was purchased with the itinerary. We understand Ms. is requesting a full refund of her unused hotel reservation, claiming an error has occurred during the booking session, as the reservation was supposed to check-in on July 7, 2019, and check-out on July 8, 2019.
Upon receipt of the complaint, we verified Ms. completed the booking with a check-in date of August 7, 2019, checking-out on August 8, 2019. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation. This was also provided on the email confirmation. Furthermore, the following mandated hotel cancellation and change policy was advised and accepted at the time of booking:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Expedia reached out to the ***s to advocate on Ms.’s behalf, requesting approval to refund the unused reservation. Regrettably, the hotel has denied the refund request due to their strict non-refundable 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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, Expedia’s Terms of Use, which were agreed to by Ms. at the time of booking, 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 refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I had bought a order at www.expedia.com with a *** tikect at 12.06.2018, and pay USD 49.00 , the order number is *** , then the expedia cancle this order but do not notice me , and 01.04.2019,I have made a phone call the their cr , the customer service told me they will not get the 49USD Refund to me , so I had talk with his Supervisors , the Supervisors told me they will get the Refund to me ,and they a I had recived a email from expedia ,it said will get me We processed your refund on December 11, 2018.:
buy half a year have been gone , I still don't get my 49USD back , please help me ! thanks .
Expedia.com Response
• Jul 19, 2019
July 19, 2019Revdex.comAlaska, Oregon & Western Wash***ton Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for tak*** the time to contact Expedia regard*** an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allow*** us to address the comments and concerns brought to our attention. Expedia is respond*** to the consumer complaint from Mr. *** Revdex.com case number *** regard*** a request for a $49.00 refund.
Our records indicate on December 6, 2018, Mr. or an authorized user of the Expedia account booked one ticket for *** for December 13, 2018, via ***. A confirmation email was emailed on December 6, 2018; it was opened December 6, 2018 and reviewed five times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on January 4, 2019, Mr. called in to get a refund on the activity he booked, checked and informed the him that the refund did not go through since he used, "Thank You", coupons to make the reservation. On March 6, 2019, Expedia sent Mr. an email ask*** him to contact us about the refund we issued. The reservation was created us*** a *** credit card but our site noted it as a ***. Therefore previous refunds have failed or will not be processed correctly. Expedia requires the credit card information to process the refund and to change the type of credit card on file so refund goes through, if he has not received it.
After further review on July 19, 2019, Expedia need Mr. to call us back at 877-227-7481 and we will email him so he can respond and email a copy of his bank statement. Expedia need to verify if the refund from January 4, 2019 was received or not into his account. The refund is show*** as be*** processed in our system.
We thank you for allow*** us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regard*** this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Customer Response
• Jul 23, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
my case have been solved, expedia had take 49USD back to me , thanks a lot !
Under Itinerary #***, I reserved a small automatic car advertised as "Mini Elite 2 or 4-door" via Expedia for $317.19 on June 22-29, 2019, with pickup at ***, Venice, Italy. However, the car rental place (*** cars provided via *** at the same location) informed me that this car does not exist and, in fact, has not existed since January 2019 in their fleet. This information was witnessed by my travel companion as well. On June 22, the rental agent (***/***) stated in person they had no comparable car, namely no small car and no automatic car available, and advised me to rent a car from ***, which was located directly next to this business. My entire travel abroad in Italy depended on this car. *** fortunately had a mid-sized automatic car available, which I had to rent for EUR 662.63 to be able to continue my travel. This expense later posted on my credit card as USD 778.95, essentially damaging me for 778.95-317.19 = USD 461.76. However, Expedia denied my request for a compensation for USD 461.76, but offered to provide only USD 25, which I refused as it is ~USD 440 less than I should be compensated for. I have written proof of the car not existing (stamped confirmation from the rental car on no car available). I also have all documents of expenses as records. I am contacting the Revdex.com, because i) Expedia advertised a product that was not available and has not existed since January 2019 and ii) has not made acceptable compensation to me. Expedia offered a USD 25 check, which however is significantly different from the $461.76 damage that I suffered. The Expedia reference number to this case is ***, which was handled by Supervisor Mario N. (Expedia did not provide additional email). I am hoping the Revdex.com would be able to seek compensation to remedy this financial damage to me that was the result of a false advertisement via Expedia.
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 Mr.
*** (Revdex.com case number ***) regarding a car reservation. We understand Mr. is requesting a
refund of $ $461.76.
Our records indicate that on April 22, 2019, Mr.
***, or an authorized user of his Expedia account, self-booked a pay later
car reservation using Expedia’s Mobile App under itinerary *** with
*** Rent a car, Venice, Italy for June 22, 2019 to June 29, 2019. The
customer booked Mini Elite 2/4 Door Car, Automatic Transmission with
Travel Protection Collision Damage Plan.
The total cost was $405.19 ($317.19 for the car and $88.00 for the
Travel Protection).
Upon review of the complaint, we can confirm, Mr.
called Expedia on June 27, 2019, stating that the car rental has not had the
Automatic Transmission since January on the type of car booked and needed a new car reservation. Our agent
reached out to the vendor requesting a compensation on behalf of the customer,
but unfortunately, the car rental advised that the customer was not billed on
the reservation and there will be no compensation.
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. *** Rent A Car is the merchant
of record (the entity that received the funds and the company that charged the
credit card) on this booking. We hope you understand we must adhere to the
policies dictated by the vendor.
Furthermore, Expedia received the receipt from ***, the
new car reservation from Mr., the total cost was EUR662.63 (EUR441.12 for
the rental charges, EUR81.09 for fees and surcharges, EUR20.93 for optional
services and EUR119.49 for VAT). On July
7, 2019, Expedia processed a refund of $88.00 for the Travel Protection Collision
Damage Plan.
Nonetheless, on July 20, 2019, Expedia processed a refund
of $428.81 for the difference in price, back to the original form of
payment. The time it takes a refund post
to 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 29, 2019
Dear Revdex.com,
Thank you very much for taking on this case as well as the efforts the Revdex.com and the companies involved have made to this end.
With this note, I am confirming that Expedia has reimbursed $428.81 back to the original method of payment (my credit card). I am satisfied with this outcome, and so this case can now be updated to indicate resolution with satisfaction to the Customer online so as to promote the operations of the businesses involved in this case.
I would like to thank Revdex.com again for helping to find this resolution on this matter.
This morning I purchased a 9 night hotel stay with 2 business class round trip tickets from Boston to London. I took screenshots of the entire checkout process and confirmed all selections were correct, I was charged for my 2 business class tickets. Then my itinerary came in and I was booked in economy! I was charged the additional $7,000 more for business seats but got the economy seats. I double checked evererything and tried rebooking and it showed that for 2 business seats it was the same price I had paid. And then I priced out economy and it was $7,000 less then I was charged. So obviously this is an issue on their end. I have been on the phone for over 2 hrs with no resolution. They told me I can pay another )13000 to rebook the whole trip and see if that works and wait 3-5 days for my refund!!!
Expedia.com Response
• Jul 19, 2019
July 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *. *** Revdex.com case number *** regarding receiving economy class seats with her reservation, when she booked first class.
Our records indicate on July 14, 2019, Ms. *** or an authorized user of the Expedia account booked two round trip tickets departing in July 31, 2019 from Boston, MA to London, England and returning on August 9, 2019 along with a an eight night hotel stay at ***, via ***. A confirmation email was emailed on July 14, 2019; it was first opened on July 14, 2019 and has been reviewed five times.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 14, 2019 there were multiple calls regarding the class of service booked during the creation of her reservation. Ms. stated when she made the reservation she selected a first class service and has a screenshot but when the reservation was confirmed it confirmed in economy. Our representative called the *** and they advised that first class was available for the trip. The call was escalated and the next representative offered to cancel and rebook for package cost $12799.96 with a difference of $462.20. Ms. did not want to cancel and rebook since she does not have money. The call was escalated again, another representative tool over the call and recreated the booking for $12799.96 in business class. Our representative recreated an economy booking which showed for $8265.28. Ms. did not want to void the original tickets and wait for the refund.
Our representative located a fare of $5382.06 for the same flight as the original flight and Ms. agreed with booking it and accepted the charge; understanding the original flight was going to be voided and refunded. Ms. was emailed the new itinerary from the *** website.
After further review on July 19, 2019, Expedia has been able to verify the new flights booked in *** system under itinerary number *** are confirmed and cost $5382.06. The original flight were voided on July 14, 2019, the refund should be issued back to the original card with three to seven business days.
In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier Rules Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Terms of Use - Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Jul 19, 2019
Complaint: ***
I am rejecting this response because:the business MADE the error. They state that I agreed to the terms and conditions and I do. I selected and was charged for business class seats. The reps confirmed their was a site error that ticketed me wrong because economy flights for the SAME booking were $7,000 less than I was charged. Their “fix” for their mistake was for me to shell out over $5,000 more on top of the $12,000 I already paid. I had to because they offered no other solution for their error. But I can’t image every customer had the funds to just shell out an extra $5,000 to fix and error from the company not them. Thank you Expedia for having me on hold for almost 5 hours while you came up with this “solution”
I booked 4 day rental car through expedia.com
"Itinerary #
***
Confirmation
***
Due at pick-up: $247.56
Base Price: $123.41
Taxes & Fees: $124.14
You will pay AUD 348.83 at pick-up
Unless otherwise specified, rates are quoted in USD. The total price includes all mandatory taxes and fees.
Rental fees are due at pick-up."
However when I picked up the car, the price jump to almost $800 Australia dollars instead of $348 with all tax fee included . I talked with car rental office, they told me they had to charge me extra fee and taxes, and $200 security deposit. They said the security deposit will be refunded after the car is returned. In fact they never refund the security deposit . When I returned the car, they charge me another AUD$149, which make this car rental almost AUD$1000. 3 times more than Expedia.com quoted me on their website. The whole thing is very deceiving.
Expedia.com Response
• Jul 31, 2019
July 31, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for all extra charges and the security deposit.
Our records indicate on March 30, 2019, Ms. or an authorized user of the Expedia account booked a four day rental car with ***, picking up on April 10, 2019 and returning on April 14, 2019, via ***. A confirmation email was emailed on March 30, 2019; it was opened once.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 4, 2019, Ms. called in since she questioned being charged $425.05, $143.55 and $90.66 by ***. Our representative called *** and was advised to send an email. On July 6, 2019, Expedia received a response back from *** advising, “According to our records, I show no rental match or voucher billing for this reservation. Therefore, the reservation was not used and will not be billed”. On July 19, 2019, Expedia emailed *** copy of the charges and previous emails asking for an explanation of what the charges were for. On July 26, 2019, Ms. emailed Expedia a copy of the *** rental agreement and the charges. The rental agreement totaled $792.22. The rental was $161.12, fuel $63.03, drop fee $100.00, credit card fee $6.57, additional driver fee $25.00, Vehicle Registration Recovery Fee $32.50, Administration fee $13.36 and ultimate protection plus a $202.75, plus GST $60.43 for a total of 664.76AUD ($592.22). The charges were $592.22 for the car rental plus the $200.00 deposit for a total of $792.22. Since the vehicle was returned with less than full fuel *** deducted $69.33 for fuel and $2.43 administrative fee leaving a total of $71.76 deducted from the $200 deposit; a refund of $128.24 should have been issued by *** but *** listed they refunded $127.45. Difference of .79 cents.Based on the above charges and refund, there is no refund that Expedia is able to honor. Based on the *** rental agreement Ms. was charged correctly with the exception of under refunding her $.79 cents. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Jul 31, 2019
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Complaint: *** I am rejecting this response because:
1. I booked the car rental through Expedia.com. The girl who booked the car, find my booking. But she said the midsize car I booked has rent out, she would upgrade my booking to a SUV, which cause me more gas. They may create a new booking for me, which is not my fault. How can I control why they didn't use my old booking. I just did what Expedia told me to pick up the car and pay the fee. Expedia quoted me for Base Price: $123.41 Taxes & Fees: $124.14, the total price including all the mandatary fees and taxes according to Expedia. I attached the quote from Expedia in the email.
"Due at pick-up: $247.56 Base Price: $123.41 Taxes & Fees: $124.14
You will pay AUD 348.83 at pick-up
Unless otherwise specified, rates are quoted in USD. The total price includes all mandatory taxes and fees. Rental fees are due at pick-up.
Mileage: Unlimited mileage.
"
2. I also checked with my bank, *** didn't refund anything to my card, not $200 security deposit, and not even $127.45 like they said.
thank you for looking into it. I am silver member for hotels.com , a company Expedia owns. this is a huge disappointment for me about the company.
Sincerely
Expedia.com Response
• Aug 02, 2019
August 2, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.After further review of your complaint and as no new information has been provided. Expedia continues to stand by its original reply. As stated in our original response, Ms. forwarded a copy of the *** rental agreement and her bank charges from *** Rent A Car. The *** Rental Agreement shows a total of $792.22. The rental agreement shows the following charges was $161.12, fuel $63.03, drop fee $100.00, credit card fee $6.57, additional driver fee $25.00, Vehicle Registration Recovery Fee $32.50, Administration fee $13.36 and ultimate protection plus a $202.75, plus GST $60.43 for a total of 664.76AUD ($592.22). The charges were $592.22 for the car rental plus the $200.00 deposit for a total of $792.22. Since the vehicle was returned with less than full fuel *** deducted $69.33 for fuel and $2.43 administrative fee leaving a total of $71.76 deducted from the $200 deposit; a refund of $128.24 should have been issued by *** but *** listed they refunded $127.45. Difference of .79 cents.
Based on the screenshots of the bank charges/refunds received from Ms., *** issued a refund for $127.45 AU ($90.66).
Again we apologize for any inconvenience in this matter. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Aug 07, 2019
Complaint: ***
I am rejecting this response because: I can see the refund. But what bothers me the most experience I had with Expedia.com and hotels.com. I think there is still an issue about your false advertisement, I was quoted for one price, then when I go pickup the car its complete different prices, even you minus the insurance and extra driver AUD$250, it's still twice much I was quoted at expedia.com. It never happens when I booked on *** and ***. I have learned my lesson, what you see is NOT what you get. Quote customer for cheaper price to beat out competitions and charge them later with hidden fees, I know losing one customer is not big deal for expedia and $200 is a big deal for expeida. But at the end I am not happy with the solution.
I wrote two emails to the Customer Service Center at Expedia, the last email dated May 21, 2019. I have not received any communication from anyone to try and solve the issue stated below:
To whom it may concern,
I stayed at the *** on May 10 through May 13. Unfortunately, what you are selling on your website on behalf of the resort is not what is provided to guests. Attached to this email, you will see how the resort’s reef has not been well maintained and cannot be sold as an ultimate snorkel and swim destination. The water is murky caused by a massive seaweed problem and the reef has been destroyed. Talking with other guests and employees this issue is not new. Therefore, I would appreciate my $105 of the resort fee refunded in full, as this resort is not maintaining their resort, in which people pay that fee for. In addition, you need to edit the description of the rooms as every room has a shared balcony. It is very strange to walk outside and have strangers sitting on your balcony. I would not have booked this hotel, if I knew this was part of the room layout. My husband and I wanted a calm weekend getaway and this resort is being sold under false pretenses. Lastly, in addition to the $105 refund of the resort fees, I am requesting you refund an additional $100 off the total, as the rooms are being sold under false advertisement and the hotel’s pictures on your website are not valid anymore. Their pictures need to be updated, so more guests understand what they are purchasing.
I appreciate your time and look forward to hearing back soon.
Best Regards
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 Ms. *** Revdex.com case number *** regarding a refund of $205.00.
Our records indicate on May 6, 2019, Ms. or an authorized user of the Expedia account booked a three-night hotel stay at the *** checking in on May 10, 2019 and checking out on May 13, 2018, via ***. A confirmation email was emailed on May 6, 2019; it was opened and reviewed eight times.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm as of July 19, 2019, after reviewing the account there have been no calls in about the *** stay. Expedia called the *** and they advised the resort fee is not negotiable and they cannot provide a refund for the room cost nor the resort fee. Stated since the stay was over two months ago; the guest should have addressed the issue while they were at the property.
As a one-time courtesy a $100.00 voucher has been placed on your Expedia account. The voucher is valid for a ‘pay now hotel or a “pay now hotel and flight”. The voucher is valid for anyone making an applicable reservation while being logged into Ms.’s Expedia account and is valid for one time use until August 31, 2020.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
Customer Response
• Aug 01, 2019
Complaint: ***
I am rejecting this response because I did talk to the hotel upon check-out. The hotel’s response was to discuss options with Expedia, because payment was made to Expedia, not Wyndham. So I contacted Expedia via their customer service platform online upon my return, and then I sent an additional email on May 21, 2019. In response to Di-Di F’ statement " Stated since the stay was over two months ago; the guest should have addressed the issue while they were at the property"; I did address this issue at the time of the incident and when I returned to the United States. Di-Di F even states “Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention.” Yet, no contact was made me to via email nor call. This is unacceptable, especially now that I know you did receive the emails, and your team chose not to respond.If you will not refund my credit card in the amount of $205, then I will accept a voucher in the amount of $300.
Expedia is using classic bait and switch tactics regarding their "private" hotel listings - these are very similar to *** listings, but through Expedia.
They post a hotel rate that seems reasonable/affordable however, they are not clear with their additional fees. When you get to the payment screen, Expedia pops up and says "all fees are included" and so you are thinking tax, etc., but no - they charge almost triple what the original price of the room was. And then it is all non-refundable. Then, if you try and call the property manager, because Expedia won't talk to you about it, the phone is incorrect or busy all the time and you can't talk to anyone.
This is clearly a fraud/scam where once you realize the bottom line, you can't talk to anyone and you can't even cancel within 24 hours - let them get a different sucker on the hook.
My original hotel was supposed to be about $80 -I was thinking under $100 after taxes and fees - oh no! $340! Yes $340! Seriously - this should (and I think is) illegal!
Issues:
Not clear with pricing
Non-refundable so you can't correct your own error (I figured mine out in about 5 minutes)
No contact information - no business name, only a phone number and no one answers, it is always busy
Clearly, I was screwed.
Expedia.com Response
• Jul 17, 2019
July 17, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on July 13, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” HomeAway hotel reservation on Expedia.com, under itinerary ***, for a total cost of $190.80. Reservation is for the ***, with a check-in date of July 19, 2019 and a check-out date of July 20, 2019. We understand Mr. is requesting a refund of his unused hotel reservation.
Upon receipt of the complaint, we can confirm that during the booking path, Mr. was able to view the price summary of his booking. This was also provided on the email confirmation. Below are the details:
Hotel rate: $80.00 average/night
Taxes: $28.80
Property fee: $65.00
Service fee: $17.00
Refundable Damage Deposit: $150.00
On July 16, 2019, *** cancelled Mr.’ hotel reservation and issued a refund of $190.80 (amount charged for the reservation) back to the original form of payment.
While we regret Mr.’ experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request as *** has resolved the concern by issuing a refund for the unused reservation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Advertised a room with a 24 hour cancellation policy. Got hospitalized and tried to cancel. Did not honor the policy. Called to complain. Kept on hold for 40 minutes then hung up on. Sent multiple emails including a screenshot with proof of policy. No response. Complained on ***. Ignored.
Unbelievably fraudulent company.Itinerary #
Expedia.com Response
• Jul 18, 2019
July 18, 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 request for a $350.64 refund.
Our records indicate on July 1, 2019, Mr. or an authorized user of the Expedia account booked a two-night hotel stay at the ***, checking in on July11, 2019 and checking out on July 13, 2019, via ***. A confirmation email was emailed on July 1, 2019, 2019; it has not been opened or reviewed.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on July 8, 2019, that Mr. called in to cancel his reservation for a change of plans. Our representative reviewed the reservation and noted it was non-refundable, the property list do not contact for a waiver request. There were no other notes or documentation on the account.
After further review on July 17, 2019, Expedia reviewed the details of the itinerary, the hotel cancellation and change policy and retrieved our back office system. Our back office system shows the reservation being created. Under important information about this reservation, the hotel policy states, “This special discounted rate is non-refundable. If you choose to change or cancel this booking you will not be refunded any of the payment”.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above, Expedia is unable to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I purchased a two night stay at a hotel through Expedia, Itinerary # *** at the *** in Saratoga, NY for July 2-3, 2019. The hotel was horrible. I was given a room with a broken air conditioner. The room smelled horrible and the conditions of the hotel were very poor with old furniture, dirty bathrooms and unsafe locks on doors. We asked for assistance and one person came to room but could not get the air conditioner to work and said a manager would come. The manager did not come and I felt ill in the room due to the heat and smell. We asked to leave and were not provided with alternative options and were told to obtain a refund through Expedia.
I called Expedia after leaving the hotel and was on the phone for over 40 minutes during which time they contacted the hotel then told me they would not refund the cost as the hotel was declining the refund. I was disconnected during this call and did an online chat the next morning with Customer Service and was accused of calling 3 times for same problem and was told the hotel had offered me upgrades and alternative rooms (they had not). I requested my payment be refunded but was told I could only be given a $50 credit.
Expedia.com Response
• Jul 18, 2019
July 18, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for $695.49.
Our records indicate on January 12, 2019, Ms. or an authorized user of the Expedia account booked a two night hotel stay at the *** checking in on July 2, 2019 and checking out on July 4, 2019, via ***. A confirmation emails were emailed on January 12, 2019 it was first opened January 15, 2019 and reviewed once.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 2, 2019, Ms. called twice asking to cancel the reservation. She stated that the hotel is dirty and the air conditioner was malfunctioning. Our representatives called the hotel and they were advised that they can't cancel the reservation or approve a refund because they have already offered the guest a different room. On July 3, 2019, Ms. contacted Expedia advising the room’s air conditioner was broken and the room was dirty ad that she would refund. Our representative called the hotel and the hotel denied authorizing Expedia to issue a refund. Our representative offered a $50 coupon and applied it to Ms.’s Expedia account. The voucher is valid for a ‘pay now hotel” or a “pay now hotel and flight” reservation made on Expedia while being logged into Ms.s account. The voucher is good until August 31, 2020.
After further review on July 18, 2019, Expedia was able to verify the hotels cancellation and change policy on the itinerary. The hotel previous advised they denied authorize a refund since they move the guest to another room.
We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above, Expedia is unable to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Customer Response
• Jul 25, 2019
Complaint: ***
I am rejecting this response because:
I have stated that I was not offered another room or room upgrade by the Hotel I purchased through Expedia. I was given a room with a broken air conditioner and bad odor. Management did not respond to the broken air conditioner or speak to me. When I left the room because of feeling ill I was told to contact Expedia for a refund.
I booked a hotel reservation (Itinerary #***) for 1 room, 2 nights (June 7-9, 2019) at the *** in ***, MD with Expedia.com. My husband was competing in the *** 70.3 nearby. However, he broke his toe several weeks before the race, so I cancelled the trip on May 21. This was well within the hotel's cancellation policy. My Expedia account showed that the reservation was indeed cancelled.
When I received my credit card bill, I noticed that 2 charges (>$200 each) were applied for the room. I called Expedia to dispute; however, the customer service rep on the phone advised that a second and third room were reserved for June 8. Then, he changed the story to say that I checked in & out of those rooms, though that was not true. His final story was that I was a no-show for the additional rooms and was thus charged. However, I never booked additional rooms; my only reservation was canceled. I assume it was either a glitch within Expedia's system or the rep was lying. I demanded a refund. If an extra reservation was made by Expedia in error, I had no knowledge of it and thus no way to know to cancel when I cancelled my actual reservation. I have volleyed emails asking management to contact me. They continue to tell me via email that I didn't cancel within the ***'s deadline and will thus not refund. But again, I never made an additional reservation but cancelled the 2-night reservation within the valid deadline.
Ultimately, either Expedia made the extra reservation in error (likely due to software glitch) or they never cancelled my actual reservation and are not being honest. Either way, Expedia should be held accountable.
Expedia.com Response
• Jul 19, 2019
July 19, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on October 27, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, with a check-in date of June 7, 2019 and a check-out date of June 9, 2019. We understand Ms. is requesting a refund of $540.10 that was charged for an unknown reservation.
Upon researching the customer’s complaint, we contacted Ms. by phone on July 19, 2019, to acknowledge receipt of their Revdex.com complaint and resolved the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Jul 29, 2019
I was away with no internet access to be able to respond. I realize that issue is now closed, but I am satisfied since Expedia did credit me for the $540.10 per their response to you.
I'm not sure if that can be reflected. Thank you for your help & support in this matter.
I purchased the flight ticket on March 16, 2019. The itinerary number is ***. The flight was for July 7 (at 8:30 am) from Pittsburg to Newark airport in New York City.
On July 5th, 2019, I received a notification sent from Expedia reminding me of this “coming up” fight.
I didn’t receive any notification from either Expedia or *** that the fight was canceled.
On July 6, 2019 at 11:30 pm, I tried to check in for my flight on ***’s website. After I put in my flight number, the website showed my flight was canceled.
I called *** immediately but was not able to get ahold of anyone.
I then called Expedia but was told that this would be a matter for the “re-scheduling department” to handle. The custom representative transferred my call to the “scheduling department.” I waited for 30 minutes but no one picked up the transfer call.
I called Expedia again and was transferred to the "re-scheduling department." Again I waited 30 minutes without being able to talk to anyone. I had a dinner appointment in NYC that was scheduled for 6:00 pm. I then had to purchase a megabus ticket from Pittsburg to NYC (I spent 75 dollars).
On July 7th, I was told that the megabus broke down on the way. I booked replacement flight ticket from Pittsburg to Washington DC (cost me 133 dollars) and then Amtrak from Washington DC to New York City in order to arrive in New York City on time (the train ticket cost me 210 dollars). I did not choose to take a bus from Washington DC to NYC because I was told there would be heavy traffic and bus would not get me in NYC on time for my dinner appointment.
Throughout the time, Expedia did not offer any resolution or even refund. Again, neither Expedia nor *** notified me that my flight was cancelled. Had either of them notified me of hte cancellation, I would not need to incur such expensive last minute expenses for replacement flight ticket / train ticket.
Expedia.com Response
• Jul 17, 2019
July 17, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding not being able to choose seats together.
Our records indicate on March 16, 2019, Ms. or an authorized user of the Expedia account purchased one one-way ticket departing July 7, 2019 from Pittsburgh, PA to Newark, NJ, via ***. A confirmation email was emailed on March 16, 2019; it has not been opened or reviewed.
Upon receipt of Ms. Ouyang’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 5, 2019, a pre-trip confirmation email was sent on July 5, 2019 and reviewed twice. On July 6, 2019, Ms. called in and advised her flight was cancelled. Our representative noted the call was supposed to transferred to schedule changes but Ms. asked for a manager. The call was transferred and the next representative noted that they called the airline to check options. Unfortunately, there were no other notes or documentation.
After further review on July 17, 2019, Expedia reviewed the details of the itinerary and contacted ***s. *** advised they cancelled the flight on the day of departure due to irregular operations and air traffic control. *** authorized Expedia to submit the ticket to ***s for a refund of $188.30. ***s did not notify Expedia of the flight cancellation on the day of departure.
In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
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.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above, Expedia has submitted a refund request to *** for a full refund for $188.30. *** shall process the refund to the original card that was charged. Once the refund is processed to your card it will show as being processed by ***s not Expedia. Since *** made this change and did not notify Expedia of the cancellation; should you require any further assistance with compensation may we suggest you go onto the ***s site (***).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...
Bait & Switch. Expedia showed my rates on hotels in Las Vegas for 7/7/2019 at a certain rate. When I went to checkout the rate was $144.22 more. I attempted to contact Expedia several times and was re-routed for over an hour. After finally getting in contact with a representative, they agreed that this was improper and Bait & Switch. They worked for a couple hours to resolve the issue after which they said they could do nothing and offered no resolution.
I have screenshots from the Expedia App that will verify this complaint.
Expedia.com Response
• Jul 18, 2019
July 17, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on July 12, 2019, Mr., or an authorized user of his account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***, for a total cost of $144.22. Reservation was for the ***, with a check-in date of July 7, 2019 and a check-out date of July 8, 2019. We understand Mr. is requesting a refund of $144.22, stating he attempted to book a hotel reservation at a certain rate; however, upon check-out, the rate was $144.22 more.
As with all online travel companies, Expedia works from live inventory. This means that Expedia and the hotels themselves book from the same inventory pool. Occasionally, more than one customer may be searching for the same hotels on any number of websites. Once a hotel booking is purchased, the hotel updates its inventory, and as options sell out, the pricing and availability are subject to change. Expedia does not guarantee pricing until a purchase is booked and fully paid. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors’ availability.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the policies dictated by the hotel.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Jul 19, 2019
Complaint: ***
I am rejecting this response because:
Expedia is ignoring the issue here and only pointing to their automatic pricing system with hotels, which is not the complaint. The problem is their bait and switch tactics used for marketing prices and switching out with a different price at checkout. Their own customer representative admitted this and agreed with me on the phone.
Please see the attached pictures that show what I am talking about.
I am requesting a full refund immediately and an investigation into their illegal marketing tactics.
I booked a prepaid transfer with *** (***) through Expedia from CDG Airport to my hotel in Paris (Itinerary #: ***). Upon my arrival, a driver was not waiting at the arrivals hall. I contacted the vendor who advised me that no driver was available within 1 hour. The vendor told me to take a taxi to my hotel.
I contacted Expedia by telephone on June 26, 2019 in an effort to receive a refund of the cost of the transfer from the airport to my hotel which was prepaid by me. The Expedia representative advised me that he could not reach the vendor and assured me that he would revert to me either by phone or email (Case ID : REQ:***).
On June 29, I received two separate emails from two different Expedia+ Gold Specialists, each advising me that: "We are still in the process of contacting *** (***) for your request, please expect an email update from us within the next 24 hours." That was the last I heard from Expedia.
I sent eight emails to [email protected] between July 2 and July 11, but have not received a response to any of these. I have tried calling but relented after being on hold for an inordinate amount of time.
Expedia charged me for the transfer immediately upon booking, but has not been forthcoming in terms of refunding amount which was not earned nor providing me with responses to my inquiries.
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 ground transportation. We understand *** is requesting a refund.
Our records indicate on June 16, 2019, ***, or a person authorized for the account, booked roundtrip private car transfers with *** (***) for arrival on June 21, 2019, and return on June 25, 2019.
On June 26, 2019 our customer contacted us and stated that the transportation had not been provided. We contacted the vendor multiple times to address the complaint.
A refund of the activity was provided to the original form of payment on the reservation on July 21, 2019. The refund timeframe varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Expedia will not honor the prices advertised to me when attempting to book through the android application or through their site on the browser. I attempted to purchase a hotel stay in London through both avenues (web address & app) multiple times. Each time there would be a "pending" purchase on my credit card, but the booking page would come back with an error resulting in no room booked. I even tried using multiple credit cards, but the hotel booking never went through.
After contacting Expedia via email, I was informed to clear my cache and try again. This did not resolve the issue, but resulted in another pending charge on my card.
At this point I called Expedia's customer service. They kindly informed me the price I was seeing in the app, approximately $170 per night, was not accurate. The actual price was approximately $180 per night. They offered to book for the $180 per night over the phone. I declined because they would not honor the price I was being offered online. It appears they would rather take a complaint rather than comping $30 on a $500+ purchase for the price discrepancy. So here I am :).
Expedia explained the price difference was due to the app offering an "add on" discount since I had already purchased a flight to Europe and hotel stay in Paris for the first half of the trip. When they looked in their system the "add on" discount was not being applied.
Fast forward two weeks and I try booking the same hotel again this time with a slightly upgraded room. I am still seeing all rates advertised with the "add on" discount for London on April 20-23, but once again when trying to book there is the same issue. I believe Expedia has a duty to honor the rates they are advertising on in their online services.
Please note the issue is not due to a "pricing error" or a "price change". It is due to Expedia not honoring their "add on" discount advertised in their application.
Expedia.com Response
• Jul 17, 2019
July 17, 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 an attempt to book a hotel reservation. We understand *** is requesting information.
We understand from the complaint that *** attempted to book a hotel reservation and was not successful. We are sorry to hear that he was unable to complete his task. Pricing is subject to change without notice and prices are not guaranteed until items are booked and confirmed.
A review of the data found no errors and Expedia will not be able to offer compensation due to a price being viewed and not booked.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Expedia.com Response
• Jul 20, 2019
July 20, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The pricing and availability for those items come from the travel suppliers and Expedia doesn’t set or override it. A purchase not being completed does not indicate that there was an error with the website.
Each time a purchase is requested, the person booking is providing their authorization to hold the amount of the purchase they are requesting on the payment they are providing for the purchase. When a purchase cannot be completed the authorization is canceled.
While we understand that *** is requesting the pricing he viewed previously, the pricing that will be available if attempting to book will be the current price offered by the travel supplier and will not be guaranteed unless the item requested is booked and confirmed by the travel supplier.
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 23, 2019
Complaint: ***
I am rejecting this response because:
"Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The pricing and availability for those items come from the travel suppliers and Expedia doesn’t set or override it. A purchase not being completed does not indicate that there was an error with the website."
Yes, but Expedia does offer things such as bundle deals where the price is discounted. In this instance it is an "Add On" discount being advertised that is not being honored.
"Each time a purchase is requested, the person booking is providing their authorization to hold the amount of the purchase they are requesting on the payment they are providing for the purchase. When a purchase cannot be completed the authorization is canceled."
When making a purchase the customer is authorizing a hold with the expectancy of being provided an item or service. If the vendor does not follow through with providing the service or contract, they are then in essence in breach of contract. In other words I accepted all terms of the contract (service, price, etc.) but Expedia did not follow through with their end of the contract. This results in a hold on my money with no intent to fulfill the obligation of why the money is held. In this situation the "Add On" discount is not being honored so Expedia is not fulfilling their end of the agreement.
"While we understand that (the customer) is requesting the pricing he viewed previously, the pricing that will be available if attempting to book will be the current price offered by the travel supplier (...)"
This is a lie. ***I would consider the issue resolved if Expedia would honor the price I see in the app at this point in time.*** I am asking Expedia to honor the price it is currently offering me. The price is currently $191 for the Superior Room (***) with free cancellation. I'll even take the price offered a week from now. It has been a fairly static price ($1-$5 difference over the last month). However, if I tried to book it, I would see the same error and would once again have no hotel to stay in. I would be provided the gift of a $600+ hold on my credit card.
In my initial call to Expedia I was point blank told that Expedia would NOT honor the "Add On" discount being displayed in my app, but they would book the hotel for a price that did not include that minimal discount I am offered online.
"... and will not be guaranteed unless the item requested is booked and confirmed by the travel supplier."
All I have to say is overly encompassing statements such as this one resolving a company from any liability whatsoever rarely hold up in court. Expedia is running a bait and switch tactic in my application where the price offered over the course of the last month is not being honored. However, Expedia is more than willing to offer the hotel at a higher price than advertised. Keep in mind I am not referring to real-time price fluctuations in my complaint.
If I could post a Zero - I would. They are super quick to get you a booking, but if any problems their customer service is nonexistent. Sat on hold just to see...over 2 hours and still no one answered. Attempted chat online. Can't help you - call a service representative. Can call in for a booking and they respond within 2 minutes, but can not help and "are not allowed" to assist with other changes. Booked a hotel with a pool. Arrived - NO POOL. False advertising.
As a member of Expedia, I receive special membership package deal (air plus hotel) emails from them daily, especially after my on-line search at the site for my NY trip for 9/26-10/5 with 2-night stay in NYC (9/26-28). My search via the daily emails from them dovetailed my trip perfectly and I did not even need to enter the details.
After searching for several days, I noticed that they tend to have flash saIe for a short period of time periodically. I ended up booking the trip on 6/25/19 for $409.75 ( on the site, if you are willing to take the red eye flights, they will even refund you, and you could end up taking the trip for almost free) including airfare and hotel, I received the confirmation from them at 9:44 am on 6/25.To my surprise, I received an email from them on 7/8 at 8:50 pm Pacific time, claiming that there was a mistake on their part and wanted to either cancel my reservation or pay them an extra $934.59. I called Expedia customer service right away to try to understand what was going or if it was a spam. The customer service person confirmed my reservation and told me that they should honor the contract and this is the first time he had ever heard about wanting customers to pay for their own mistakes if it was indeed a mistake. However, the email came from the corporate, he wanted me to talk to his boss, Kevin, who said he will contact the corporate and will call me today, 7/9. Kevin sent me an email and followed up with a call with the corporate person (Eric? Didn’t quite get his name) who insisted Expedia would not honor the contract and wanted me to take the options they offered. After I told him that Expedia offered this kind of flash sale quite often, he said “Oh, could you hold a second, I have to redo everything”. After several minutes, he came back saying they cannot honor the original offer. I told him I will take my next steps, he asked “would you like the legal address?”, I said “ yes!”, he then disappeared for 5 min before giving me the address.Please contact me ASAP if you’d like to have more details about this unethical/illegal behavior,as they threatened to cancel my whole reservation. I have made plans (which will affect more than 80 people) after receiving the reservation confirmation. Thanks.
Expedia.com Response
• Jul 16, 2019
July 16, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 25, 2019, Ms., or an authorized user of the account, self-booked a combined one-way flight reservation using Expedia’s Mobile Site, under itinerary ***. Travel is with *** and ***, departing on September 26, 2019, from San Francisco, CA to New York, NY, returning on October 5, 2019, from Newark, NJ to San Francisco, CA. The hotel reservation is for the Warwick New York, with a check-in date of September 26, 2019 and a check-out date of September 28, 2019. We understand Ms. is requesting for Expedia to honor the original booking price for the hotel reservation.
Upon receipt of the complaint, we have verified that there was a technical error with the rates provided by the hotel group at the time Ms.’s booking was made. The hotel group is not honoring the rate originally booked. However, we are happy to assist Ms. with canceling the hotel booking with no fees and helping her find an alternative property, or amending her existing booking to the discounted rate that's available.
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. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, Expedia’s Terms of Use, which were agreed to by Ms. at the time of booking, expressly state:
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, the Expedia Companies and Expedia Partners do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Expedia, Inc. expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty.
While we regret Ms.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor the original price for the booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Expedia.com Response
• Jul 25, 2019
July 25, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Ms. *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response.
Upon further review of the complaint, we have verified that the booking Ms. made was at an incorrect price that was much lower than the correct rate. Under Expedia’s booking terms & conditions, where there is an obvious error in the rates for a hotel, we cannot honor the booking at that rate unless you pay for any difference.
On July 19, 2019, Ms. reached out to our Corporate office to address her concerns. Her hotel reservation was cancelled and a refund of $125.15 was processed back to the original form of payment used to book the reservation.
We regret what transpired, but since the hotel group is not honoring the original rate for the booking, Expedia is unable to honor her request.
We thank you for allowing us to address this matter further. As Ms.’s issue was addressed on July 19, 2019, we respectfully request the Revdex.com to close this case.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Aug 01, 2019
Complaint: ***
I am rejecting this response because:
None of the reasons/facts for my rejecting Expedia’s response were answered, in fact, they were ignored. In addition, what they cited in the last response was incorrect! I did not talk to Expedia on 7/19. Rain, customer service supervisor called me on 7/17 and left me a VM at 3:43 pm CA time, telling me that she had Robby from the corporate office on the other line, wanted to talk to me and wanted me to keep the line opened to wait for them to call back.
I returned her call right away, but was told that this is not a valid number. Since I did not receive a call back, I called Expedia Customer service at 6:07 pm, they refused to transfer me to Rain, but transferred me to their corporate office instead; I asked for Robby, it was refused as well. The person who took the call also refused to let me talk to her supervisor, only said that they will not honor my booking. Two days later, on 7/19/19 my hotel reservation was cancelled without my consent!
Dear Sir/Ma’am,
I am writing today regarding my credit I have from Expedia/*** a credit of $368.40. According to your policy I had until July 29th to use said credit. Today 7/10/2019. I tried to use such credit on a trip from ORD to CVG from Aug 1 to Aug 4 this trip was for a flight…
I called the number that was given to me to speak to an Expedia Customer Service representative when ready to use my credit. Once calling the first girl I spoke to put me on hold for 20 min while she didn’t know how to apply my credit. Then transferred me to said Manager I believe his name was Jill. Who then put me on hold for another hour hold while he said he was having trouble booking my trip. Then told me that he could not book this trip because it was a lower class than my previous ticket. The next best thing he could offer me is a ticket on the same plane (not first class) economy. For another additional $340.00 from my pocket after using my credit. That is simple math a ticket for $708.00 for economy class ticket that I can buy online for $158.61. REALLY!!! Is this how you treat loyal customers? I did not book this flight and I will no longer use your services or *** services since I was told that this is both Expedia and United policies to do this to your customers. I will also send proof of this to you and to Revdex.com. This is from a loyal customer that travel at least once a year.
Very Respectfully
Itinerary # ***
this reservation was canceled by Expedia by mistake. As a consequence, I had to make another reservation and pay again. I am very dissatisfied with the Expedia service. From the first day, it has been a problem. My original reservation was for June 17 but I was diagnosed with cancer and had an emergency operation. As a consequence, I had to change my reservation for July 22. I bought the travel protection. I call to make the change more than 20 times. They always told me something different. On Thursday, June 13, 2019, they informed me that everything had to be done again and I had to pay $ 250.00 more. I thought everything was fine, yesterday we checked to see that everything was fine and to my surprise, my reservation was canceled by Expedia by mistake. I had to go back to make another reservation and pay again, this time the total was $ 317 more. I need to be reimbursed for everything spent as soon as possible. I am very dissatisfied with the Expedia service. I think that in the future I will not use it again. I would like my refund before my trip since this money was for the trip.
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 Mr. *** (Revdex.com case number ***) regarding
a package reservation. We understand Mr.
*** is requesting a refund of $1,518.06.
Our records indicate that
on April 17, 2019, Mr. or an authorized user of his Expedia account, self-booked
a package reservation for two passengers using Expedia’s website, under
itinerary ***. The package included a roundtrip flight, hotel
accommodations and a Protection Plan.
The flight bookings were with *** from New York, NY, USA to
Cartagena, Columbia departing on June 17, 2019 with a connecting city in Fort
Lauderdale, FL, USA and returning on June 27, 2019. The hotel accommodations were for two Pay
Now, non-refundable rooms with ***,
Cartagena, Columbia for a check in on June 17, 2019 and a check out on June 17,
2019 and a Travel Package Protection Plan.
The total cost was $2,878.26 ($997.06 for the flight, $1,693.20 for the
hotel and $188.00 for the Protection Plan)
Upon further review, we
can confirm Mr.’s flight itinerary’s airline policy was a
non-refundable and no changes are permitted.
The customer first called on June 12, 2019, advising Expedia to change
the dates of travel to July 22, 2019 to August 1, 2019 due to medical illness. Our agent changed dates of travel per Mr.
***’s request but due to the airline policy, the procedure was unsuccessful
and Expedia processed a refund of $2,690, the total cost of the flight and hotel
reservation using Mr.’s Protection Plan. Expedia is aware that Mr. was charged
in the amount of $574.00 and penalty fee of $300.00, total cost for the
exchange was $874.00.
Expedia serves 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 vendor.
Furthermore, On July 14,
2019, Mr. purchased a roundtrip flight reservation on Expedia’s website
under itinerary ***, with *** departing on July 22, 2019
and returning on August 1, 2019. The
total cost was $1,268.06, with a difference of $271 from the total price of the
original flight.
On July 19, 2019, Expedia
processed a refund of $1,145, back to the original form of payment. The time it takes a refund post to 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
On June 22nd I contracted with Expedia shuttle service for round trip shuttle service from Charles de Gaulle airport in Paris France to *** and back. We waited at the airport for 2 1/2 hrs before finally paying a taxi service to take us to our hotel. My confirmation sheet says no need to confirm, we are booked. They did however show up to transport me back to the airport in 3 days as contracted. I have talked to Expedia on 3 occasions and with no explanation they refuse to give me a refund for the service they didn’t provide me.
July 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund of $60.00.
Our records indicate on June 22, 2019, Ms. or an authorized user of the Expedia account booked round trip hotel transportation beginning on June 26, 2019 through June 29, 2019, via ***. A confirmation email was emailed on June 22, 2019 and it was opened and reviewed four times.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 26, 2019, Ms. called in wanting a refund since she waited for two hours for her transportation and did not get picked up. Our representative called the vendor, there was no one available and they ask that we send them an email. Ms. called again to reconfirm her transportation and that she has a pick up scheduled for Saturday June 29, 2019. Our representative called the vendor and was advised they needed to send an email. On July 7, 2019, Ms. called in wanting to know the status of her refund for the shuttle. Our representative called the vendor and was asked again to send them an email. On July 13, 2019, the case was reviewed and noted Ms. wants partial refund and our representative offered $100 coupon and she denied. Our representative advised the case would be assigned to an offline line team and she would get an updated within 72 hours with the outcome but advised could not guarantee a refund. Ms. advised she will be contacting the Revdex.com.
After further review on July 19, 2019, Expedia reviewed the details of the reservation, the emails to the vendor and the notes on the account. The vendor has not responded to any of our emails. As a one-time courtesy issuing a refund of half the cost of the transportation $40.99, since Ms. could not provide proof of $60.00 charge for other transportation. The refund was issued to the *** card ending *** and a refund receipt has been emailed to the email address on file
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I booked a hotel stay through Expedia. I was in a bad accident was injured and per my doctor was unable to travel. Expedia only gave me a partial refund and kept $900. That is robbery and wrong in an emergency situation. I would have accepted credit or even charging a cancellation fee but to refund only 50% is not acceptable on a $1800 reservation.
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 hotel. We understand *** is requesting a refund.
Our records indicate on February 12, 2019, ***, or a person authorized for the account, booked a hotel reservation for seven nights with check in on June 27, 2019.
The rate and reservation type selected for purchase was nonrefundable with no changes allowed. At the time of booking the terms and conditions were provided, and they were accepted when the booking was completed.
We understand that on June 27, 2019 the customer contacted Expedia stating that they would not be able to use the reservation and requested a penalty waiver. Expedia contacted the hotel and advocated on the customer’s behalf. A 50% refund of the penalty was offered to the customer as a gesture of goodwill.
On July 7, 2019 the 50% refund was processed back to the original form of payment used to pay for the reservation. No further goodwill is available. As the terms and conditions were provided and accepted, Expedia will not be able to provide compensation for the portion of the penalty paid.
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
That's just robbery! To change a $900 cancelation fee basically is robbery! Never will I book with Expedia again!
Complaint: ***
I am rejecting this response because:
Sincerely
I searched for hotels in Barcelona on the date 07/08/2019 (July 8, 2019). I made the reservation under the searched criteria selected. The system changed the date when received in Barcelona to 2019/08/07 which is the way the date is written in Spain. The hotel received my check in date as August 7, 2019. I arrived in Barcelona on the date stated on the Expedia booking number 07/08/2019. There was no reservation and no available hotel room. I call expedia immediately on that day for a resolution. I was told to call back the next day. I had to find and book a hotel elsewhere. Since then I have requested a refund which has been denied. I also discovered that Expedia charged me $408 for a hotel that they paid $287 for. I am disappointed with their service and I intend on sharing my experience on social media. I'm pretty sure I am not the first person this has happened to. Expedia is now deleted.
July 23, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 28, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***. Reservation was for the ***s, with a check-in date of August 7, 2019 and a check-out date of August 8, 2019. A Hotel Booking Protection Plus was purchased with the itinerary. We understand Ms. is requesting a full refund of her unused hotel reservation, claiming an error has occurred during the booking session, as the reservation was supposed to check-in on July 7, 2019, and check-out on July 8, 2019.
Upon receipt of the complaint, we verified Ms. completed the booking with a check-in date of August 7, 2019, checking-out on August 8, 2019. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation. This was also provided on the email confirmation. Furthermore, the following mandated hotel cancellation and change policy was advised and accepted at the time of booking:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Expedia reached out to the ***s to advocate on Ms.’s behalf, requesting approval to refund the unused reservation. Regrettably, the hotel has denied the refund request due to their strict non-refundable 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 do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, Expedia’s Terms of Use, which were agreed to by Ms. at the time of booking, 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 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,
Erika M
Corporate Correspondence Team
I had bought a order at www.expedia.com with a *** tikect at 12.06.2018, and pay USD 49.00 , the order number is *** , then the expedia cancle this order but do not notice me , and 01.04.2019,I have made a phone call the their c
r , the customer service told me they will not get the 49USD Refund to me , so I had talk with his Supervisors , the Supervisors told me they will get the Refund to me ,and they a I had recived a email from expedia ,it said will get me We processed your refund on December 11, 2018.:
buy half a year have been gone , I still don't get my 49USD back , please help me ! thanks .
July 19, 2019Revdex.comAlaska, Oregon & Western Wash***ton Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for tak*** the time to contact Expedia regard*** an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allow*** us to address the comments and concerns brought to our attention. Expedia is respond*** to the consumer complaint from Mr. *** Revdex.com case number *** regard*** a request for a $49.00 refund.
Our records indicate on December 6, 2018, Mr. or an authorized user of the Expedia account booked one ticket for *** for December 13, 2018, via ***. A confirmation email was emailed on December 6, 2018; it was opened December 6, 2018 and reviewed five times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on January 4, 2019, Mr. called in to get a refund on the activity he booked, checked and informed the him that the refund did not go through since he used, "Thank You", coupons to make the reservation. On March 6, 2019, Expedia sent Mr. an email ask*** him to contact us about the refund we issued. The reservation was created us*** a *** credit card but our site noted it as a ***. Therefore previous refunds have failed or will not be processed correctly. Expedia requires the credit card information to process the refund and to change the type of credit card on file so refund goes through, if he has not received it.
After further review on July 19, 2019, Expedia need Mr. to call us back at 877-227-7481 and we will email him so he can respond and email a copy of his bank statement. Expedia need to verify if the refund from January 4, 2019 was received or not into his account. The refund is show*** as be*** processed in our system.
We thank you for allow*** us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regard*** 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 to me.
my case have been solved, expedia had take 49USD back to me , thanks a lot !
Sincerely
Under Itinerary #***, I reserved a small automatic car advertised as "Mini Elite 2 or 4-door" via Expedia for $317.19 on June 22-29, 2019, with pickup at ***, Venice, Italy. However, the car rental place (*** cars provided via *** at the same location) informed me that this car does not exist and, in fact, has not existed since January 2019 in their fleet. This information was witnessed by my travel companion as well. On June 22, the rental agent (***/***) stated in person they had no comparable car, namely no small car and no automatic car available, and advised me to rent a car from ***, which was located directly next to this business. My entire travel abroad in Italy depended on this car. *** fortunately had a mid-sized automatic car available, which I had to rent for EUR 662.63 to be able to continue my travel. This expense later posted on my credit card as USD 778.95, essentially damaging me for 778.95-317.19 = USD 461.76. However, Expedia denied my request for a compensation for USD 461.76, but offered to provide only USD 25, which I refused as it is ~USD 440 less than I should be compensated for. I have written proof of the car not existing (stamped confirmation from the rental car on no car available). I also have all documents of expenses as records. I am contacting the Revdex.com, because i) Expedia advertised a product that was not available and has not existed since January 2019 and ii) has not made acceptable compensation to me. Expedia offered a USD 25 check, which however is significantly different from the $461.76 damage that I suffered. The Expedia reference number to this case is ***, which was handled by Supervisor Mario N. (Expedia did not provide additional email). I am hoping the Revdex.com would be able to seek compensation to remedy this financial damage to me that was the result of a false advertisement via Expedia.
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 Mr.
*** (Revdex.com case number ***) regarding a car reservation. We understand Mr. is requesting a
refund of $ $461.76.
Our records indicate that on April 22, 2019, Mr.
***, or an authorized user of his Expedia account, self-booked a pay later
car reservation using Expedia’s Mobile App under itinerary *** with
*** Rent a car, Venice, Italy for June 22, 2019 to June 29, 2019. The
customer booked Mini Elite 2/4 Door Car, Automatic Transmission with
Travel Protection Collision Damage Plan.
The total cost was $405.19 ($317.19 for the car and $88.00 for the
Travel Protection).
Upon review of the complaint, we can confirm, Mr.
called Expedia on June 27, 2019, stating that the car rental has not had the
Automatic Transmission since January on the type of car booked and needed a new car reservation. Our agent
reached out to the vendor requesting a compensation on behalf of the customer,
but unfortunately, the car rental advised that the customer was not billed on
the reservation and there will be no compensation.
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. *** Rent A Car is the merchant
of record (the entity that received the funds and the company that charged the
credit card) on this booking. We hope you understand we must adhere to the
policies dictated by the vendor.
Furthermore, Expedia received the receipt from ***, the
new car reservation from Mr., the total cost was EUR662.63 (EUR441.12 for
the rental charges, EUR81.09 for fees and surcharges, EUR20.93 for optional
services and EUR119.49 for VAT). On July
7, 2019, Expedia processed a refund of $88.00 for the Travel Protection Collision
Damage Plan.
Nonetheless, on July 20, 2019, Expedia processed a refund
of $428.81 for the difference in price, back to the original form of
payment. The time it takes a refund post
to 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
Dear Revdex.com,
Thank you very much for taking on this case as well as the efforts the Revdex.com and the companies involved have made to this end.
With this note, I am confirming that Expedia has reimbursed $428.81 back to the original method of payment (my credit card). I am satisfied with this outcome, and so this case can now be updated to indicate resolution with satisfaction to the Customer online so as to promote the operations of the businesses involved in this case.
I would like to thank Revdex.com again for helping to find this resolution on this matter.
Sincerely yours
This morning I purchased a 9 night hotel stay with 2 business class round trip tickets from Boston to London. I took screenshots of the entire checkout process and confirmed all selections were correct, I was charged for my 2 business class tickets. Then my itinerary came in and I was booked in economy! I was charged the additional $7,000 more for business seats but got the economy seats. I double checked evererything and tried rebooking and it showed that for 2 business seats it was the same price I had paid. And then I priced out economy and it was $7,000 less then I was charged. So obviously this is an issue on their end. I have been on the phone for over 2 hrs with no resolution. They told me I can pay another )13000 to rebook the whole trip and see if that works and wait 3-5 days for my refund!!!
July 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *. *** Revdex.com case number *** regarding receiving economy class seats with her reservation, when she booked first class.
Our records indicate on July 14, 2019, Ms. *** or an authorized user of the Expedia account booked two round trip tickets departing in July 31, 2019 from Boston, MA to London, England and returning on August 9, 2019 along with a an eight night hotel stay at ***, via ***. A confirmation email was emailed on July 14, 2019; it was first opened on July 14, 2019 and has been reviewed five times.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 14, 2019 there were multiple calls regarding the class of service booked during the creation of her reservation. Ms. stated when she made the reservation she selected a first class service and has a screenshot but when the reservation was confirmed it confirmed in economy. Our representative called the *** and they advised that first class was available for the trip. The call was escalated and the next representative offered to cancel and rebook for package cost $12799.96 with a difference of $462.20. Ms. did not want to cancel and rebook since she does not have money. The call was escalated again, another representative tool over the call and recreated the booking for $12799.96 in business class. Our representative recreated an economy booking which showed for $8265.28. Ms. did not want to void the original tickets and wait for the refund.
Our representative located a fare of $5382.06 for the same flight as the original flight and Ms. agreed with booking it and accepted the charge; understanding the original flight was going to be voided and refunded. Ms. was emailed the new itinerary from the *** website.
After further review on July 19, 2019, Expedia has been able to verify the new flights booked in *** system under itinerary number *** are confirmed and cost $5382.06. The original flight were voided on July 14, 2019, the refund should be issued back to the original card with three to seven business days.
In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Terms of Use -Supplier Rules Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Terms of Use - Liability DisclaimerThe carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:the business MADE the error. They state that I agreed to the terms and conditions and I do. I selected and was charged for business class seats. The reps confirmed their was a site error that ticketed me wrong because economy flights for the SAME booking were $7,000 less than I was charged. Their “fix” for their mistake was for me to shell out over $5,000 more on top of the $12,000 I already paid. I had to because they offered no other solution for their error. But I can’t image every customer had the funds to just shell out an extra $5,000 to fix and error from the company not them. Thank you Expedia for having me on hold for almost 5 hours while you came up with this “solution”
Sincerely
I booked 4 day rental car through expedia.com
"Itinerary #
***
Confirmation
***
Due at pick-up: $247.56
Base Price: $123.41
Taxes & Fees: $124.14
You will pay AUD 348.83 at pick-up
Unless otherwise specified, rates are quoted in USD. The total price includes all mandatory taxes and fees.
Rental fees are due at pick-up."
However when I picked up the car, the price jump to almost $800 Australia dollars instead of $348 with all tax fee included . I talked with car rental office, they told me they had to charge me extra fee and taxes, and $200 security deposit. They said the security deposit will be refunded after the car is returned. In fact they never refund the security deposit . When I returned the car, they charge me another AUD$149, which make this car rental almost AUD$1000. 3 times more than Expedia.com quoted me on their website. The whole thing is very deceiving.
July 31, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding being refunded for all extra charges and the security deposit.
Our records indicate on March 30, 2019, Ms. or an authorized user of the Expedia account booked a four day rental car with ***, picking up on April 10, 2019 and returning on April 14, 2019, via ***. A confirmation email was emailed on March 30, 2019; it was opened once.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 4, 2019, Ms. called in since she questioned being charged $425.05, $143.55 and $90.66 by ***. Our representative called *** and was advised to send an email. On July 6, 2019, Expedia received a response back from *** advising, “According to our records, I show no rental match or voucher billing for this reservation. Therefore, the reservation was not used and will not be billed”. On July 19, 2019, Expedia emailed *** copy of the charges and previous emails asking for an explanation of what the charges were for. On July 26, 2019, Ms. emailed Expedia a copy of the *** rental agreement and the charges. The rental agreement totaled $792.22. The rental was $161.12, fuel $63.03, drop fee $100.00, credit card fee $6.57, additional driver fee $25.00, Vehicle Registration Recovery Fee $32.50, Administration fee $13.36 and ultimate protection plus a $202.75, plus GST $60.43 for a total of 664.76AUD ($592.22). The charges were $592.22 for the car rental plus the $200.00 deposit for a total of $792.22. Since the vehicle was returned with less than full fuel *** deducted $69.33 for fuel and $2.43 administrative fee leaving a total of $71.76 deducted from the $200 deposit; a refund of $128.24 should have been issued by *** but *** listed they refunded $127.45. Difference of .79 cents.Based on the above charges and refund, there is no refund that Expedia is able to honor. Based on the *** rental agreement Ms. was charged correctly with the exception of under refunding her $.79 cents. 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
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Complaint: *** I am rejecting this response because:
1. I booked the car rental through Expedia.com. The girl who booked the car, find my booking. But she said the midsize car I booked has rent out, she would upgrade my booking to a SUV, which cause me more gas. They may create a new booking for me, which is not my fault. How can I control why they didn't use my old booking. I just did what Expedia told me to pick up the car and pay the fee. Expedia quoted me for Base Price: $123.41 Taxes & Fees: $124.14, the total price including all the mandatary fees and taxes according to Expedia. I attached the quote from Expedia in the email.
"Due at pick-up: $247.56 Base Price: $123.41 Taxes & Fees: $124.14
You will pay AUD 348.83 at pick-up
Unless otherwise specified, rates are quoted in USD. The total price includes all mandatory taxes and fees. Rental fees are due at pick-up.
Mileage: Unlimited mileage.
"
2. I also checked with my bank, *** didn't refund anything to my card, not $200 security deposit, and not even $127.45 like they said.
thank you for looking into it. I am silver member for hotels.com , a company Expedia owns. this is a huge disappointment for me about the company.
Sincerely
August 2, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.After further review of your complaint and as no new information has been provided. Expedia continues to stand by its original reply. As stated in our original response, Ms. forwarded a copy of the *** rental agreement and her bank charges from *** Rent A Car. The *** Rental Agreement shows a total of $792.22. The rental agreement shows the following charges was $161.12, fuel $63.03, drop fee $100.00, credit card fee $6.57, additional driver fee $25.00, Vehicle Registration Recovery Fee $32.50, Administration fee $13.36 and ultimate protection plus a $202.75, plus GST $60.43 for a total of 664.76AUD ($592.22). The charges were $592.22 for the car rental plus the $200.00 deposit for a total of $792.22. Since the vehicle was returned with less than full fuel *** deducted $69.33 for fuel and $2.43 administrative fee leaving a total of $71.76 deducted from the $200 deposit; a refund of $128.24 should have been issued by *** but *** listed they refunded $127.45. Difference of .79 cents.
Based on the screenshots of the bank charges/refunds received from Ms., *** issued a refund for $127.45 AU ($90.66).
Again we apologize for any inconvenience in this matter. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: I can see the refund. But what bothers me the most experience I had with Expedia.com and hotels.com. I think there is still an issue about your false advertisement, I was quoted for one price, then when I go pickup the car its complete different prices, even you minus the insurance and extra driver AUD$250, it's still twice much I was quoted at expedia.com. It never happens when I booked on *** and ***. I have learned my lesson, what you see is NOT what you get. Quote customer for cheaper price to beat out competitions and charge them later with hidden fees, I know losing one customer is not big deal for expedia and $200 is a big deal for expeida. But at the end I am not happy with the solution.
Sincerely
I wrote two emails to the Customer Service Center at Expedia, the last email dated May 21, 2019. I have not received any communication from anyone to try and solve the issue stated below:
To whom it may concern,
I stayed at the *** on May 10 through May 13. Unfortunately, what you are selling on your website on behalf of the resort is not what is provided to guests. Attached to this email, you will see how the resort’s reef has not been well maintained and cannot be sold as an ultimate snorkel and swim destination. The water is murky caused by a massive seaweed problem and the reef has been destroyed. Talking with other guests and employees this issue is not new. Therefore, I would appreciate my $105 of the resort fee refunded in full, as this resort is not maintaining their resort, in which people pay that fee for. In addition, you need to edit the description of the rooms as every room has a shared balcony. It is very strange to walk outside and have strangers sitting on your balcony. I would not have booked this hotel, if I knew this was part of the room layout. My husband and I wanted a calm weekend getaway and this resort is being sold under false pretenses. Lastly, in addition to the $105 refund of the resort fees, I am requesting you refund an additional $100 off the total, as the rooms are being sold under false advertisement and the hotel’s pictures on your website are not valid anymore. Their pictures need to be updated, so more guests understand what they are purchasing.
I appreciate your time and look forward to hearing back soon.
Best Regards
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 Ms. *** Revdex.com case number *** regarding a refund of $205.00.
Our records indicate on May 6, 2019, Ms. or an authorized user of the Expedia account booked a three-night hotel stay at the *** checking in on May 10, 2019 and checking out on May 13, 2018, via ***. A confirmation email was emailed on May 6, 2019; it was opened and reviewed eight times.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm as of July 19, 2019, after reviewing the account there have been no calls in about the *** stay. Expedia called the *** and they advised the resort fee is not negotiable and they cannot provide a refund for the room cost nor the resort fee. Stated since the stay was over two months ago; the guest should have addressed the issue while they were at the property.
As a one-time courtesy a $100.00 voucher has been placed on your Expedia account. The voucher is valid for a ‘pay now hotel or a “pay now hotel and flight”. The voucher is valid for anyone making an applicable reservation while being logged into Ms.’s Expedia account and is valid for one time use until August 31, 2020.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
Complaint: ***
I am rejecting this response because I did talk to the hotel upon check-out. The hotel’s response was to discuss options with Expedia, because payment was made to Expedia, not Wyndham. So I contacted Expedia via their customer service platform online upon my return, and then I sent an additional email on May 21, 2019. In response to Di-Di F’ statement " Stated since the stay was over two months ago; the guest should have addressed the issue while they were at the property"; I did address this issue at the time of the incident and when I returned to the United States. Di-Di F even states “Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention.” Yet, no contact was made me to via email nor call. This is unacceptable, especially now that I know you did receive the emails, and your team chose not to respond.If you will not refund my credit card in the amount of $205, then I will accept a voucher in the amount of $300.
Sincerely
Expedia is using classic bait and switch tactics regarding their "private" hotel listings - these are very similar to *** listings, but through Expedia.
They post a hotel rate that seems reasonable/affordable however, they are not clear with their additional fees. When you get to the payment screen, Expedia pops up and says "all fees are included" and so you are thinking tax, etc., but no - they charge almost triple what the original price of the room was. And then it is all non-refundable. Then, if you try and call the property manager, because Expedia won't talk to you about it, the phone is incorrect or busy all the time and you can't talk to anyone.
This is clearly a fraud/scam where once you realize the bottom line, you can't talk to anyone and you can't even cancel within 24 hours - let them get a different sucker on the hook.
My original hotel was supposed to be about $80 -I was thinking under $100 after taxes and fees - oh no! $340! Yes $340! Seriously - this should (and I think is) illegal!
Issues:
Not clear with pricing
Non-refundable so you can't correct your own error (I figured mine out in about 5 minutes)
No contact information - no business name, only a phone number and no one answers, it is always busy
Clearly, I was screwed.
July 17, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on July 13, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” HomeAway hotel reservation on Expedia.com, under itinerary ***, for a total cost of $190.80. Reservation is for the ***, with a check-in date of July 19, 2019 and a check-out date of July 20, 2019. We understand Mr. is requesting a refund of his unused hotel reservation.
Upon receipt of the complaint, we can confirm that during the booking path, Mr. was able to view the price summary of his booking. This was also provided on the email confirmation. Below are the details:
Hotel rate: $80.00 average/night
Taxes: $28.80
Property fee: $65.00
Service fee: $17.00
Refundable Damage Deposit: $150.00
On July 16, 2019, *** cancelled Mr.’ hotel reservation and issued a refund of $190.80 (amount charged for the reservation) back to the original form of payment.
While we regret Mr.’ experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request as *** has resolved the concern by issuing a refund for the unused reservation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Advertised a room with a 24 hour cancellation policy. Got hospitalized and tried to cancel. Did not honor the policy. Called to complain. Kept on hold for 40 minutes then hung up on. Sent multiple emails including a screenshot with proof of policy. No response. Complained on ***. Ignored.
Unbelievably fraudulent company.Itinerary #
July 18, 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 request for a $350.64 refund.
Our records indicate on July 1, 2019, Mr. or an authorized user of the Expedia account booked a two-night hotel stay at the ***, checking in on July11, 2019 and checking out on July 13, 2019, via ***. A confirmation email was emailed on July 1, 2019, 2019; it has not been opened or reviewed.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on July 8, 2019, that Mr. called in to cancel his reservation for a change of plans. Our representative reviewed the reservation and noted it was non-refundable, the property list do not contact for a waiver request. There were no other notes or documentation on the account.
After further review on July 17, 2019, Expedia reviewed the details of the itinerary, the hotel cancellation and change policy and retrieved our back office system. Our back office system shows the reservation being created. Under important information about this reservation, the hotel policy states, “This special discounted rate is non-refundable. If you choose to change or cancel this booking you will not be refunded any of the payment”.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above, Expedia is unable to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I purchased a two night stay at a hotel through Expedia, Itinerary # *** at the *** in Saratoga, NY for July 2-3, 2019. The hotel was horrible. I was given a room with a broken air conditioner. The room smelled horrible and the conditions of the hotel were very poor with old furniture, dirty bathrooms and unsafe locks on doors. We asked for assistance and one person came to room but could not get the air conditioner to work and said a manager would come. The manager did not come and I felt ill in the room due to the heat and smell. We asked to leave and were not provided with alternative options and were told to obtain a refund through Expedia.
I called Expedia after leaving the hotel and was on the phone for over 40 minutes during which time they contacted the hotel then told me they would not refund the cost as the hotel was declining the refund. I was disconnected during this call and did an online chat the next morning with Customer Service and was accused of calling 3 times for same problem and was told the hotel had offered me upgrades and alternative rooms (they had not). I requested my payment be refunded but was told I could only be given a $50 credit.
July 18, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for $695.49.
Our records indicate on January 12, 2019, Ms. or an authorized user of the Expedia account booked a two night hotel stay at the *** checking in on July 2, 2019 and checking out on July 4, 2019, via ***. A confirmation emails were emailed on January 12, 2019 it was first opened January 15, 2019 and reviewed once.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 2, 2019, Ms. called twice asking to cancel the reservation. She stated that the hotel is dirty and the air conditioner was malfunctioning. Our representatives called the hotel and they were advised that they can't cancel the reservation or approve a refund because they have already offered the guest a different room. On July 3, 2019, Ms. contacted Expedia advising the room’s air conditioner was broken and the room was dirty ad that she would refund. Our representative called the hotel and the hotel denied authorizing Expedia to issue a refund. Our representative offered a $50 coupon and applied it to Ms.’s Expedia account. The voucher is valid for a ‘pay now hotel” or a “pay now hotel and flight” reservation made on Expedia while being logged into Ms.s account. The voucher is good until August 31, 2020.
After further review on July 18, 2019, Expedia was able to verify the hotels cancellation and change policy on the itinerary. The hotel previous advised they denied authorize a refund since they move the guest to another room.
We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above, Expedia is unable to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because:
I have stated that I was not offered another room or room upgrade by the Hotel I purchased through Expedia. I was given a room with a broken air conditioner and bad odor. Management did not respond to the broken air conditioner or speak to me. When I left the room because of feeling ill I was told to contact Expedia for a refund.
Sincerely
I booked a hotel reservation (Itinerary #***) for 1 room, 2 nights (June 7-9, 2019) at the *** in ***, MD with Expedia.com. My husband was competing in the *** 70.3 nearby. However, he broke his toe several weeks before the race, so I cancelled the trip on May 21. This was well within the hotel's cancellation policy. My Expedia account showed that the reservation was indeed cancelled.
When I received my credit card bill, I noticed that 2 charges (>$200 each) were applied for the room. I called Expedia to dispute; however, the customer service rep on the phone advised that a second and third room were reserved for June 8. Then, he changed the story to say that I checked in & out of those rooms, though that was not true. His final story was that I was a no-show for the additional rooms and was thus charged. However, I never booked additional rooms; my only reservation was canceled. I assume it was either a glitch within Expedia's system or the rep was lying. I demanded a refund. If an extra reservation was made by Expedia in error, I had no knowledge of it and thus no way to know to cancel when I cancelled my actual reservation. I have volleyed emails asking management to contact me. They continue to tell me via email that I didn't cancel within the ***'s deadline and will thus not refund. But again, I never made an additional reservation but cancelled the 2-night reservation within the valid deadline.
Ultimately, either Expedia made the extra reservation in error (likely due to software glitch) or they never cancelled my actual reservation and are not being honest. Either way, Expedia should be held accountable.
July 19, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on October 27, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, with a check-in date of June 7, 2019 and a check-out date of June 9, 2019. We understand Ms. is requesting a refund of $540.10 that was charged for an unknown reservation.
Upon researching the customer’s complaint, we contacted Ms. by phone on July 19, 2019, to acknowledge receipt of their Revdex.com complaint and resolved the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I was away with no internet access to be able to respond. I realize that issue is now closed, but I am satisfied since Expedia did credit me for the $540.10 per their response to you.
I'm not sure if that can be reflected. Thank you for your help & support in this matter.
I purchased the flight ticket on March 16, 2019. The itinerary number is ***. The flight was for July 7 (at 8:30 am) from Pittsburg to Newark airport in New York City.
On July 5th, 2019, I received a notification sent from Expedia reminding me of this “coming up” fight.
I didn’t receive any notification from either Expedia or *** that the fight was canceled.
On July 6, 2019 at 11:30 pm, I tried to check in for my flight on ***’s website. After I put in my flight number, the website showed my flight was canceled.
I called *** immediately but was not able to get ahold of anyone.
I then called Expedia but was told that this would be a matter for the “re-scheduling department” to handle. The custom representative transferred my call to the “scheduling department.” I waited for 30 minutes but no one picked up the transfer call.
I called Expedia again and was transferred to the "re-scheduling department." Again I waited 30 minutes without being able to talk to anyone. I had a dinner appointment in NYC that was scheduled for 6:00 pm. I then had to purchase a megabus ticket from Pittsburg to NYC (I spent 75 dollars).
On July 7th, I was told that the megabus broke down on the way. I booked replacement flight ticket from Pittsburg to Washington DC (cost me 133 dollars) and then Amtrak from Washington DC to New York City in order to arrive in New York City on time (the train ticket cost me 210 dollars). I did not choose to take a bus from Washington DC to NYC because I was told there would be heavy traffic and bus would not get me in NYC on time for my dinner appointment.
Throughout the time, Expedia did not offer any resolution or even refund. Again, neither Expedia nor *** notified me that my flight was cancelled. Had either of them notified me of hte cancellation, I would not need to incur such expensive last minute expenses for replacement flight ticket / train ticket.
July 17, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding not being able to choose seats together.
Our records indicate on March 16, 2019, Ms. or an authorized user of the Expedia account purchased one one-way ticket departing July 7, 2019 from Pittsburgh, PA to Newark, NJ, via ***. A confirmation email was emailed on March 16, 2019; it has not been opened or reviewed.
Upon receipt of Ms. Ouyang’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 5, 2019, a pre-trip confirmation email was sent on July 5, 2019 and reviewed twice. On July 6, 2019, Ms. called in and advised her flight was cancelled. Our representative noted the call was supposed to transferred to schedule changes but Ms. asked for a manager. The call was transferred and the next representative noted that they called the airline to check options. Unfortunately, there were no other notes or documentation.
After further review on July 17, 2019, Expedia reviewed the details of the itinerary and contacted ***s. *** advised they cancelled the flight on the day of departure due to irregular operations and air traffic control. *** authorized Expedia to submit the ticket to ***s for a refund of $188.30. ***s did not notify Expedia of the flight cancellation on the day of departure.
In addition , at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
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.Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. Based on the above, Expedia has submitted a refund request to *** for a full refund for $188.30. *** shall process the refund to the original card that was charged. Once the refund is processed to your card it will show as being processed by ***s not Expedia. Since *** made this change and did not notify Expedia of the cancellation; should you require any further assistance with compensation may we suggest you go onto the ***s site (***).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...
Bait & Switch. Expedia showed my rates on hotels in Las Vegas for 7/7/2019 at a certain rate. When I went to checkout the rate was $144.22 more. I attempted to contact Expedia several times and was re-routed for over an hour. After finally getting in contact with a representative, they agreed that this was improper and Bait & Switch. They worked for a couple hours to resolve the issue after which they said they could do nothing and offered no resolution.
I have screenshots from the Expedia App that will verify this complaint.
July 17, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on July 12, 2019, Mr., or an authorized user of his account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***, for a total cost of $144.22. Reservation was for the ***, with a check-in date of July 7, 2019 and a check-out date of July 8, 2019. We understand Mr. is requesting a refund of $144.22, stating he attempted to book a hotel reservation at a certain rate; however, upon check-out, the rate was $144.22 more.
As with all online travel companies, Expedia works from live inventory. This means that Expedia and the hotels themselves book from the same inventory pool. Occasionally, more than one customer may be searching for the same hotels on any number of websites. Once a hotel booking is purchased, the hotel updates its inventory, and as options sell out, the pricing and availability are subject to change. Expedia does not guarantee pricing until a purchase is booked and fully paid. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors’ availability.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the policies dictated by the hotel.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia is ignoring the issue here and only pointing to their automatic pricing system with hotels, which is not the complaint. The problem is their bait and switch tactics used for marketing prices and switching out with a different price at checkout. Their own customer representative admitted this and agreed with me on the phone.
Please see the attached pictures that show what I am talking about.
I am requesting a full refund immediately and an investigation into their illegal marketing tactics.
Sincerely
I booked a prepaid transfer with *** (***) through Expedia from CDG Airport to my hotel in Paris (Itinerary #: ***). Upon my arrival, a driver was not waiting at the arrivals hall. I contacted the vendor who advised me that no driver was available within 1 hour. The vendor told me to take a taxi to my hotel.
I contacted Expedia by telephone on June 26, 2019 in an effort to receive a refund of the cost of the transfer from the airport to my hotel which was prepaid by me. The Expedia representative advised me that he could not reach the vendor and assured me that he would revert to me either by phone or email (Case ID : REQ:***).
On June 29, I received two separate emails from two different Expedia+ Gold Specialists, each advising me that: "We are still in the process of contacting *** (***) for your request, please expect an email update from us within the next 24 hours." That was the last I heard from Expedia.
I sent eight emails to [email protected] between July 2 and July 11, but have not received a response to any of these. I have tried calling but relented after being on hold for an inordinate amount of time.
Expedia charged me for the transfer immediately upon booking, but has not been forthcoming in terms of refunding amount which was not earned nor providing me with responses to my inquiries.
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 ground transportation. We understand *** is requesting a refund.
Our records indicate on June 16, 2019, ***, or a person authorized for the account, booked roundtrip private car transfers with *** (***) for arrival on June 21, 2019, and return on June 25, 2019.
On June 26, 2019 our customer contacted us and stated that the transportation had not been provided. We contacted the vendor multiple times to address the complaint.
A refund of the activity was provided to the original form of payment on the reservation on July 21, 2019. The refund timeframe varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Expedia will not honor the prices advertised to me when attempting to book through the android application or through their site on the browser. I attempted to purchase a hotel stay in London through both avenues (web address & app) multiple times. Each time there would be a "pending" purchase on my credit card, but the booking page would come back with an error resulting in no room booked. I even tried using multiple credit cards, but the hotel booking never went through.
After contacting Expedia via email, I was informed to clear my cache and try again. This did not resolve the issue, but resulted in another pending charge on my card.
At this point I called Expedia's customer service. They kindly informed me the price I was seeing in the app, approximately $170 per night, was not accurate. The actual price was approximately $180 per night. They offered to book for the $180 per night over the phone. I declined because they would not honor the price I was being offered online. It appears they would rather take a complaint rather than comping $30 on a $500+ purchase for the price discrepancy. So here I am :).
Expedia explained the price difference was due to the app offering an "add on" discount since I had already purchased a flight to Europe and hotel stay in Paris for the first half of the trip. When they looked in their system the "add on" discount was not being applied.
Fast forward two weeks and I try booking the same hotel again this time with a slightly upgraded room. I am still seeing all rates advertised with the "add on" discount for London on April 20-23, but once again when trying to book there is the same issue. I believe Expedia has a duty to honor the rates they are advertising on in their online services.
Please note the issue is not due to a "pricing error" or a "price change". It is due to Expedia not honoring their "add on" discount advertised in their application.
July 17, 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 an attempt to book a hotel reservation. We understand *** is requesting information.
We understand from the complaint that *** attempted to book a hotel reservation and was not successful. We are sorry to hear that he was unable to complete his task. Pricing is subject to change without notice and prices are not guaranteed until items are booked and confirmed.
A review of the data found no errors and Expedia will not be able to offer compensation due to a price being viewed and not booked.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
July 20, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The pricing and availability for those items come from the travel suppliers and Expedia doesn’t set or override it. A purchase not being completed does not indicate that there was an error with the website.
Each time a purchase is requested, the person booking is providing their authorization to hold the amount of the purchase they are requesting on the payment they are providing for the purchase. When a purchase cannot be completed the authorization is canceled.
While we understand that *** is requesting the pricing he viewed previously, the pricing that will be available if attempting to book will be the current price offered by the travel supplier and will not be guaranteed unless the item requested is booked and confirmed by the travel supplier.
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 offers items from travel suppliers such as airlines, hotels and rental car agencies. The pricing and availability for those items come from the travel suppliers and Expedia doesn’t set or override it. A purchase not being completed does not indicate that there was an error with the website."
Yes, but Expedia does offer things such as bundle deals where the price is discounted. In this instance it is an "Add On" discount being advertised that is not being honored.
"Each time a purchase is requested, the person booking is providing their authorization to hold the amount of the purchase they are requesting on the payment they are providing for the purchase. When a purchase cannot be completed the authorization is canceled."
When making a purchase the customer is authorizing a hold with the expectancy of being provided an item or service. If the vendor does not follow through with providing the service or contract, they are then in essence in breach of contract. In other words I accepted all terms of the contract (service, price, etc.) but Expedia did not follow through with their end of the contract. This results in a hold on my money with no intent to fulfill the obligation of why the money is held. In this situation the "Add On" discount is not being honored so Expedia is not fulfilling their end of the agreement.
"While we understand that (the customer) is requesting the pricing he viewed previously, the pricing that will be available if attempting to book will be the current price offered by the travel supplier (...)"
This is a lie. ***I would consider the issue resolved if Expedia would honor the price I see in the app at this point in time.*** I am asking Expedia to honor the price it is currently offering me. The price is currently $191 for the Superior Room (***) with free cancellation. I'll even take the price offered a week from now. It has been a fairly static price ($1-$5 difference over the last month). However, if I tried to book it, I would see the same error and would once again have no hotel to stay in. I would be provided the gift of a $600+ hold on my credit card.
In my initial call to Expedia I was point blank told that Expedia would NOT honor the "Add On" discount being displayed in my app, but they would book the hotel for a price that did not include that minimal discount I am offered online.
"... and will not be guaranteed unless the item requested is booked and confirmed by the travel supplier."
All I have to say is overly encompassing statements such as this one resolving a company from any liability whatsoever rarely hold up in court. Expedia is running a bait and switch tactic in my application where the price offered over the course of the last month is not being honored. However, Expedia is more than willing to offer the hotel at a higher price than advertised. Keep in mind I am not referring to real-time price fluctuations in my complaint.
Sincerely
If I could post a Zero - I would. They are super quick to get you a booking, but if any problems their customer service is nonexistent. Sat on hold just to see...over 2 hours and still no one answered. Attempted chat online. Can't help you - call a service representative. Can call in for a booking and they respond within 2 minutes, but can not help and "are not allowed" to assist with other changes. Booked a hotel with a pool. Arrived - NO POOL. False advertising.
As a member of Expedia, I receive special membership package deal (air plus hotel) emails from them daily, especially after my on-line search at the site for my NY trip for 9/26-10/5 with 2-night stay in NYC (9/26-28). My search via the daily emails from them dovetailed my trip perfectly and I did not even need to enter the details.
After searching for several days, I noticed that they tend to have flash saIe for a short period of time periodically. I ended up booking the trip on 6/25/19 for $409.75 ( on the site, if you are willing to take the red eye flights, they will even refund you, and you could end up taking the trip for almost free) including airfare and hotel, I received the confirmation from them at 9:44 am on 6/25.To my surprise, I received an email from them on 7/8 at 8:50 pm Pacific time, claiming that there was a mistake on their part and wanted to either cancel my reservation or pay them an extra $934.59. I called Expedia customer service right away to try to understand what was going or if it was a spam. The customer service person confirmed my reservation and told me that they should honor the contract and this is the first time he had ever heard about wanting customers to pay for their own mistakes if it was indeed a mistake. However, the email came from the corporate, he wanted me to talk to his boss, Kevin, who said he will contact the corporate and will call me today, 7/9. Kevin sent me an email and followed up with a call with the corporate person (Eric? Didn’t quite get his name) who insisted Expedia would not honor the contract and wanted me to take the options they offered. After I told him that Expedia offered this kind of flash sale quite often, he said “Oh, could you hold a second, I have to redo everything”. After several minutes, he came back saying they cannot honor the original offer. I told him I will take my next steps, he asked “would you like the legal address?”, I said “ yes!”, he then disappeared for 5 min before giving me the address.Please contact me ASAP if you’d like to have more details about this unethical/illegal behavior,as they threatened to cancel my whole reservation. I have made plans (which will affect more than 80 people) after receiving the reservation confirmation. Thanks.
July 16, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 25, 2019, Ms., or an authorized user of the account, self-booked a combined one-way flight reservation using Expedia’s Mobile Site, under itinerary ***. Travel is with *** and ***, departing on September 26, 2019, from San Francisco, CA to New York, NY, returning on October 5, 2019, from Newark, NJ to San Francisco, CA. The hotel reservation is for the Warwick New York, with a check-in date of September 26, 2019 and a check-out date of September 28, 2019. We understand Ms. is requesting for Expedia to honor the original booking price for the hotel reservation.
Upon receipt of the complaint, we have verified that there was a technical error with the rates provided by the hotel group at the time Ms.’s booking was made. The hotel group is not honoring the rate originally booked. However, we are happy to assist Ms. with canceling the hotel booking with no fees and helping her find an alternative property, or amending her existing booking to the discounted rate that's available.
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. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, Expedia’s Terms of Use, which were agreed to by Ms. at the time of booking, expressly state:
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, the Expedia Companies and Expedia Partners do not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.). In addition, Expedia, Inc. expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty.
While we regret Ms.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor the original price for the booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
July 25, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Ms. *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response.
Upon further review of the complaint, we have verified that the booking Ms. made was at an incorrect price that was much lower than the correct rate. Under Expedia’s booking terms & conditions, where there is an obvious error in the rates for a hotel, we cannot honor the booking at that rate unless you pay for any difference.
On July 19, 2019, Ms. reached out to our Corporate office to address her concerns. Her hotel reservation was cancelled and a refund of $125.15 was processed back to the original form of payment used to book the reservation.
We regret what transpired, but since the hotel group is not honoring the original rate for the booking, Expedia is unable to honor her request.
We thank you for allowing us to address this matter further. As Ms.’s issue was addressed on July 19, 2019, we respectfully request the Revdex.com to close this case.
Sincerely,
Erika M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
None of the reasons/facts for my rejecting Expedia’s response were answered, in fact, they were ignored. In addition, what they cited in the last response was incorrect! I did not talk to Expedia on 7/19. Rain, customer service supervisor called me on 7/17 and left me a VM at 3:43 pm CA time, telling me that she had Robby from the corporate office on the other line, wanted to talk to me and wanted me to keep the line opened to wait for them to call back.
I returned her call right away, but was told that this is not a valid number. Since I did not receive a call back, I called Expedia Customer service at 6:07 pm, they refused to transfer me to Rain, but transferred me to their corporate office instead; I asked for Robby, it was refused as well. The person who took the call also refused to let me talk to her supervisor, only said that they will not honor my booking. Two days later, on 7/19/19 my hotel reservation was cancelled without my consent!
Sincerely
Dear Sir/Ma’am,
I am writing today regarding my credit I have from Expedia/*** a credit of $368.40. According to your policy I had until July 29th to use said credit. Today 7/10/2019. I tried to use such credit on a trip from ORD to CVG from Aug 1 to Aug 4 this trip was for a flight…
I called the number that was given to me to speak to an Expedia Customer Service representative when ready to use my credit. Once calling the first girl I spoke to put me on hold for 20 min while she didn’t know how to apply my credit. Then transferred me to said Manager I believe his name was Jill. Who then put me on hold for another hour hold while he said he was having trouble booking my trip. Then told me that he could not book this trip because it was a lower class than my previous ticket. The next best thing he could offer me is a ticket on the same plane (not first class) economy. For another additional $340.00 from my pocket after using my credit. That is simple math a ticket for $708.00 for economy class ticket that I can buy online for $158.61. REALLY!!! Is this how you treat loyal customers? I did not book this flight and I will no longer use your services or *** services since I was told that this is both Expedia and United policies to do this to your customers. I will also send proof of this to you and to Revdex.com. This is from a loyal customer that travel at least once a year.
Very Respectfully