I reserved a car rental for my trip to Las Vegas through Expedia. My flight leaving Las Vegas back to my home state, leaves at 6:55am in the morning. I will need to drop the car off around 4:45-5:00am. *** does not open until 6:00am and does not offer their shuttle service until 6:30am. Because I have to drop the car off prior to them opening and offering shuttles I want to cancel my reservation. I called Expedia to cancel and they informed me this was a non cancellation/non refundable reservation. Expedia told me this was an error on their part and should not have allowed me to book the reservation as the facility is not open at this time.
When speaking with Allen L. He told me the manager would not approve the refund because I can camp a Taxi and Expedia will refund me the amount of the taxi. This is extremely unethical and unacceptable. Expedia expects me torso my safety and wait for a taxi in the early morning in a place that I am not familiar with. I am not a resident of Nevada, nor do I know my way around the state or city. They expect me to wait and become vulnerable and figure out transportation. The shuttle service is part of the reservation, part of the service. I need to have this reservation refunded so I can book with another company that is open 24/7 and that will provide me a shuttle at the designated time.
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 her request $152.60 refund.
Our records indicate on June 5, 2019, Ms. or an authorized user of the Expedia account booked a three day rental car with ***, picking up on July 11, 2019 and returning on July 14, 2019, via ***. A confirmation email was emailed on June 5, 2019; it was opened or reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 5, 2019, Ms. called in wanting to cancel the car rental. The car rental opens at 6am, the drop off time was for 5am. Our representative called the car rental company to confirm. Ms. wants to cancel as she is concerned that they don’t have a shuttle service at the drop off hour. Ms. has already booked a new reservation and wants a refund. Our representative called *** and they advised to call back after 7am and speak with a supervisor to see if they will allow the reservation to be cancelled and refunded. Ms. advised our representative that she will file a claim with the Revdex.com. On July 10, 2019, Ms. called in to cancel and get a refund. Our representative called the vendor and was advised they would email Ms.. Ms. wants to escalate the call or she will report this to Revdex.com. Ms, *** is claiming a site issue she wants to drop the car at 5am but office opens at 6am and shuttle service.
After further review on July 17, 2019, Expedia reviewed the details of the itinerary. The itinerary was booked and states, “ no cancellation or changes are allowed for this rental”. Expedia tried calling *** and their voice mail continuously answered their telephone. Unable to speak with anyone located an email address online and emailed *** asking if they authorize Expedia to issue a refund to Ms.. *** replied to our email as follows, “This email is to confirm that a refund was process to the customer and a refund confirmation email was already sent to the customer”.
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, *** has issued a refund to Ms. for the cancelled car rental reservation. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
I booked a room at Treasure Island in Las Vegas, NV for 2 nights on 7/7 and 7/8. On Expedia, there is a promotion showing "Stay 2 nights and get the 2nd night free". I was charged for 2 nights instead of getting the second night free as advertised. I have the screenshot and will provide upon request. I would like a refund for the 2nd night from Expedia. Itinerary # ***.
Expedia.com Response
• Jul 18, 2019
July 18, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her hotel reservation.
Our records indicate that on July 4, 2019, Ms., or an
authorized user of her Expedia account, self-booked a refundable hotel
reservation using Expedia’s Mobile App under itinerary ***. The reservation was for two travelers with ***, Las Vegas, NV for a check in on July 6,
2019 and a check out on July 8, 2019. The
total cost was $289.28. The customer was
charged the amount of $249.59 and used 2,777 Expedia Rewards points equivalent
to $39.69.
Upon review of the customer’s concern, we can confirm Ms.
*** booked the hotel reservation with a promotion of “Stay 2 nights and get
the 2nd night free”.
On July 18, 2019, Expedia honored Ms.’s claim by issuing
a refund of $144.65, 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 regret Ms.
***’s experience was not as we would have hoped,
and any subsequent inconvenience caused. We appreciate the feedback as it helps
us improve upon the customer experience.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
I searched the Expedia site for specific dates ( 07/26 to 07/27)for a hotel stay at gainesville. Itinerary #
*** After the customer puts in the dates and hotel rooms are shown the expedia site fraudulently switches the dates on search results. I booked the hotel for night I thought I was searching for only to learn that I had been booked and charged for different night/ day with non refundable charge. Lost $ 109.88 just like that in few seconds. I have screen shot of the search date showing I searched for the proper date and that Expedia switched it.
When I called customer service it's another scam. The CSR calls you and tells you that gold member will be handled by gold member team. I was waiting on three different phones for the exact same issue for 50 minutes with no response, while the site claims that I would get response in less than 5 minutes. The response you get tells you they are not there to help but send you to another Customer representative line that'd never answer. They have no internet to listen to your concerns or resolve the issue
I think the way expedia search system works on the site is deliberately flawed to suck people in switch the dates ( after asking for the dates) and make them book non refundable rates. And then when you call the CSR there's deliberately no response or effort to address the issue but turf you off to eternal wait for the customer service response that is never meant to be .
Expedia is acting fraudulently with a deliberate design to defraud customers. I am writing to inform the Revdex.com how these businesses operate to scam unsuspecting customers without any internet of addressing their complaints.
Imagine how many people get defrauded by such practices even if it is a percentage of their customers. This is an experience of gold member status. What they do to silver or blue members is anybody's guess !
Please help !
Expedia.com Response
• Jul 18, 2019
July 18, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr.
***. *** (Revdex.com case number regarding a hotel reservation. We understand Mr. is requesting a refund
of $109.88.
Our records indicate that on July 10, 2019, Mr., or
an authorized user of her Expedia account, self-booked a non-refundable hotel
reservation using Expedia’s website under itinerary ***. The reservation was with the ***, Gainesville, FL for a check in on July 17, 2019
and a check out on July 18, 2019. The
total cost was $109.88
Upon review of the customer’s itinerary
and using a tool which shows us what the customer sees during their booking
process, we can confirm Mr., booked the hotel reservation for July 17,
2019 to July 18, 2019. Mr. agreed
to book a “Pay Now” (paid at the time of booking and a non-refundable
reservation.
Nonetheless,
on July 11, 2019, Mr. called Expedia to cancel this reservation due to a
site error. Expedia reached out to the
vendor and advocated on customer’s behalf, fortunately, the refund request was
approved.
Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers.
Expedia does not own, operate or otherwise run any hotels. We hope you understand we must adhere to the
policies dictated by the vendors.
Furthermore,
Expedia processed a refund of $109.88 on July 11, 2019, 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 10th, 2019, we were notified by the initial hotel we reserved that they were currently closed and we would have to re-locate elsewhere. That hotel was 'Secrets.' It should have been Expedia's job to notify us of this situation as if we were never in contact with that resort for the wedding, we would have never been made aware until we arrived. We contacted Expedia and made them aware of the situation and they handled it a couple days later though was not compensated as I should have been. The original booking date was from June 30th-July 7th but reflected July 6th as I was going to pay the extra day upon arrival at the ***. Expedia new this. After the entire debacle, we made new reservations for a new resort known as the 'Finest.' The experience with that resort was great. My issue was that Expedia clearly didn't update the information they provided a to a third party 'Mexico Travel Solutions.' So when I booked my transportation service from the airport in Cancun to the resort and back, they booked it incorrectly from June 30-July 6th which was the "original" resort dates booked at Secrets. I paid approximately $60 USD for that round trip transportation service and upon finding out that the dates were wrong in Cancun the day before we left I contacted Mexico Travel Solutions whom they work with as that is how they got my information and would not change the dates or honor the transaction. Therefore, I had to order another taxi one way from the resort to the airport in Cancun which costed me $40 USD. It was absurd how Expedia and Mexico Travel Solutions handled this situation entirely.
Expedia.com Response
• Jul 15, 2019
July 15, 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 Mrs. is requesting a refund of $100.00.
Our records indicate that on February 21, 2019, Mr., or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website under itinerary 7414140861032 for two passengers. The package included a round trip flight and hotel accommodations. The flight bookings were with *** from Houston, TX, USA to Cancun, Quintana Roo, MX, departing on June 30, 2019 and returning on July 6, 2019. The hotel accommodations were for two adults, refundable reservation with *** for a check in on June 30, 2019 and a check out on July 6, 2019. Total cost was $5,301.66 ($942.48 for the flight and $4,359.18 for the hotel).
Upon review of the customer’s account, we can confirm Mr. called Expedia on February 21, 2019 to change the date of the hotel check out to July 7, 2019 instead of July 6, 2019 but the original room type was not available. The customer called us again on February 22, 2019 for the same request, Expedia reached out to the vendor, who advised that the room was available. The room was booked by the hotel directly and a confirmation email was sent. His flight was also cancelled per Mr.’s request.
On July 15, 2019, we reached out to the vendor who advised that the reservation was booked for a check in on June 30, 2019 and a check out on July 7, 2019. The hotel also confirmed that Mr. departed the hotel on July 7, 2019.
Regardless of the above information, as we value Mr. as our customer, Expedia processed the refund of $100.00 for customer satisfaction to the original form of payment. The time it takes a refund to appear in the customer’s account depends on their banking institution, usually within three to five business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• Jul 15, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
After further reading the response from Expedia, they clearly do not understand the entire situation that unfolded. It was an extreme headache/nightmare for my wife to get the entire reservation situated due to the fact the original booking with *** had to be cancelled because of the litigation or closure they were involved with. If someone from Expedia wants to reach out and make things even more right it would be much appreciated.
I book a car rental with *** through Expedia. Pick up and drop off at LAS from 7/5-7/8 for $136.08. Upon arrival at 7PM, I went to the car rental shuttle as instructed on the reservation and waited at the taxi/off site pick-up between sign number 4-8. I waited for over an hour called 1-877-326-7368 to let them know I have arrived and have been waiting for 30 minutes shuttle to pick me up. The gentleman said look for a black van with *** logo. I waited for another 30 minutes and did not see the van so I had to make another reservation through another travel website. I was not able to cancel on the app and I also contacted Expedia and they said they won't be able to issue the refund because it's past the cancellation time frame for a refund.
Expedia.com Response
• Jul 16, 2019
July 16, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a car reservation. We understand Ms. is requesting a refund
of $136.08.
Our records indicate that on July 4, 2019, Ms. or an
authorized user of her Expedia account, self-booked a Pay Now car reservation
using Expedia’s Mobile App under the itinerary ***, with ***, Las Vegas, NV for July 5, 2019 to July 8, 2019. The customer booked the Compact 2/4 Door
Car. The total cost was $136.08
Upon review of the customer’s itinerary and using a tool
which shows us what the customer was seeing during their booking process, we
can confirm Ms. was advised and acknowledged the terms and condition of
the car reservation before completing the booking. It clearly stated that:
“No changes, cancellations or refunds are
allowed for this rental.”
Furthermore, an email confirmation was sent to the customer
advising the policies and restriction of the car rental company.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers.
We hope you understand we must adhere to the policies dictated by our vendor.
Nonetheless, on July 16, 2019, Expedia reached out to the
vendor to request a refund on the customer’s behalf, but unfortunately, the
refund was declined.
While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is not able to
fulfill her refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
Customer Response
• Jul 16, 2019
Complaint: ***
I am rejecting this response because:
I did not request to cancel my car reservation. Upon arrival in Las Vegas on 7/5/19 the pick up shuttle did not show up and I am requesting for a refund because I paid and did not receive the service/product I made reservation for through Expedia.
Today I purchased 3 flights thru Expedia for my family from Georgia to Michigan because Expedia provided the best rate of $337.18. An hour later my credit card was charged by *** Airlines for $505.74. The difference of $168.56 relates to my 2 year old grand-daughters ticket. Expedia's invoice to me displays the child's air fare as free (zero). But *** Airlines charged me for the child. *** claims the problem is with Expedia who created the transaction. Expedia will not reimburse me the $168.56 claiming their company did nothing wrong. Clearly this is fraud and theft! I can provide Revdex.com invoice proof from Expedia for all 3 passengers totaling $337.18. Expedia needs to do the right thing and reimburse me. The flights are needed to attend a memorial service and cannot be cancelled. Thank you for your kind assistance.
Expedia.com Response
• Jul 16, 2019
July 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a refund of the difference of the price she was charged $168.56.
Our records indicate that on July 8, 2019, Ms. ***, or an authorized user of his Expedia account, self-booked a flight reservation using Expedia, under itinerary ***. Travel with *** Airlines, from Atlanta, GA, to Detroit, MI, departing on August 16, 2019, and returning on August 18, 2019.
Upon further review, we show that Ms. called in on July 9, 2019 to request a refund of the difference in price as she agreed to $337.19 but was charged $505.77. We reviewed Ms. booking process in July and we can confirm that she agreed to the rate of $505.77. Therefore, we must follow the normal procedure of the airline’s policy.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the *** Airlines. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Per our documentation, a $100.00 Expedia Travel Coupon was offered for the inconvenience associated with this issue. We reviewed your account and have confirmed that the coupon was deposited on July 9, 2019 and is available for immediate use. The coupon can be redeemed toward the future purchase of an Expedia Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue August 31, 2020.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
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 forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***).
We have reviewed the new information Mrs. *** provided to further address her concerns.
We understand an incorrect confirmation email was sent to the customer, showing a price of $337.19, excluding the price of the child's ticket. However, by using a program which shows us what the customer sees during their booking process, we can confirm that Ms. saw and accepted the correct price of $505.77. As the customer was not charged more than the accepted price at the time of booking, Expedia is unable to honor her refund request.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Jul 18, 2019
Complaint: ***
I am rejecting this response because: I did not accept Expedia price of $505. Please refer to my account from Expedia to confirm this! This is fraud and theft! I want the credit due me!
Expedia provided me with the worst customer service. I ended up having to spend a total of almost 8 hours on the phone with them, haggle with them to get me the flight I had originally paid for and they mistakenly canceled, and at the end of the day all I got was empty apologies. Having to be on phone calls for an hour and a half at a time at least is absolutely ridiculous and on excusable.
On Feb 12, 2019, I booked my family trip from San Diego to Calgary for August 3, 2019, returning August 9, 2019.
Itinerary number ***
Booking ID and ***
*** number: ***
Passenger: 5 adults, 1 infant
My wife has been injured and hospitalized recently. Physician has recommended not to travel in the foreseeable future.
These are cancellation eligible ECONO tickets as stated in the email from Expedia 2/12/2019. *** has informed me that these are cancellation eligible ECONO tickets. *** has also instructed me that special consideration should be made given the medical nature of the request. *** has informed me that only Expedia can cancel them. Expedia will not cancel/refund tickets despite receiving documentation from *** and myself that the tickets can be cancelled. I am concerned that there is a fraudulent practice pattern. I am concerned regarding fraud regarding charging consumers without service. I was told from Expedia correspondence that living patients will not be eligible for cancellations/refund (email correspondence from Terrence, Expedia supervisor "Based on the airlines policy, *** will consider refund in the case of terminal illness. ")
I was offered airline credit with penalty fees as the only option. This is not an acceptable resolution to customers who are ill and cannot travel.
Expedia.com Response
• Jul 16, 2019
July 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting is a refund
Our records indicate that on February 12, 2019, ***, or a person authorized for the account, booked combined one way flights with *** for five passengers and one infant, traveling from San Diego, CA, USA to Calgary, AB, Canada, departing on August 3, 2019 and returning on August 9, 2019.
Our customer contacted us and requested a refund of the flights due to extenuating circumstances and provided documentation.
Expedia provides items from travel suppliers such as airlines, hotels and rental car agencies. The policies for the items purchased come from the travel supplier.
We contacted the airline, advocated on behalf of our customer and the airline provided waivers. The refunds were processed on July 16, 2019. The refund time frame varies based on the processing time of the airline and credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I was charged twice for my one reservation with Expedia. It's regarding a booking from Ho Chi Minh City to New York City. The total cost was $538.43. My intermarry number with Expedia is ***. I called my bank and they told me to contact Expedia. I contacted Expedia and a woman told me in a rush to call my bank (please keep in mind every minute of a phone call is costing me 25 cents). I had to explain this to several Expedia customer service agents several times. Finally, after being connected to someone else I told her again I already called my bank and she did some further investigating. I was on hold for a very long time and kept getting disconnected. She called back and said she would get back to me when ***'s customer service department was open. I received phone calls throughout the day from her saying she was on hold with ***, but to keep my line open. I got a call from a representative about a different issue I was having with the website (that issue was rectified) when I mentioned still not having an answer about my double charge she hung up. I am still sitting here with no answers and a double charge on my account. This seems like Expedia is a scam and I am extremely disappointed as I've trusted this company with my travel plans for so many years.
Expedia.com Response
• Jul 15, 2019
July 15, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund request for $538.43 for a duplicate charge.Our records indicate on June 26, 2019, Ms. or an authorized user of the Expedia account purchased a one-way flight departing August 7, 2019 from Ho Chi Minh City, Vietnam to New York, NY, via ***. A confirmation email was emailed on June 26, 2019; it was first opened June 26, 2019, and has been reviewed six times.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 30, 2019, Ms. called in advising she had been double charged per her bank. Our representative reviewed the record and verified she was only charged once. From July 8 – 15, 2019, Expedia investigated by communicating with *** and Ms. and was able to verify that two identical tickets *** and *** had been issued. The tickets were on the same airline record *** and *** but were charged $583.43 individually. Each ticket value shows at $538.43 and based on the documentation from previous representatives *** does not consider it a duplicate unless it’s on two separate itineraries.
After further review on July 15, 2019, Expedia reviewed the itinerary and confirmed the tickets are issued as duplicates. Expedia has issued a refund for $583.43 to the *** card ending ***. The refund shall appear within three to seven business days back to the card. A refund receipt has been emailed to the email address on record. For the inconvenience that was experienced, Expedia as issued a $100.00 voucher to the Expedia account. The voucher is valid for a ‘pay now hotel” or a “pay now hotel and a flight” and good for anyone who books while being logged into Ms.’s account and is valid until August 31, 2020.
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.
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 tickets with a protection plan through Expedia. I had to change or cancel my flight only to be told that the "read deal" (what the rep said when I called today) that my tickets are basic economy (the Expedia app doesn't say that, its listed as economy) and I cant cancel. That even though I bought the protection, only a ACT of God can get me a refund and that I would have to cancel the tickets before I even know if I can get a refund.
Expedia.com Response
• Jul 15, 2019
July 15,
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 flight reservation.
Our records
indicate that on July 4, 2019, Mr., or an authorized user of the Expedia
account, or an authorized user of the Expedia account, self-booked a two combined
one-way Basic Economy Fare flight reservations for one passenger using
Expedia’s mobile app, under itinerary ***. Travel was from Los Angeles, CA to Phoenix,
AZ departing on July 17, 2019 on Skywest, and returning with American Airlines
on July 23, 2019. The total cost was
$337.60 ($148.30 for the outbound flight and $167.30 for the inbound flight and
$22.00 for the Travel Protection Cancellation Plan). We understand Mr. is requesting a
refund of $1,089.30.
Restrictive
fares such as “Basic Economy” are different from “Main” Economy and other fares.
These fares are usually available at a significantly lower cost and have more
restrictions, such as being non-refundable, non-changeable, and being subject
to additional charges for checked bags and seating selections.
On
July 8, 2019, Mr. called Expedia to cancel his flight, our agent
advised the airlines-imposed rules and Cancellation Plan policy.
Upon
review of the customer’s account and using a tool which shows us what the
customer sees while on Expedia’s website, we can confirm Mr. agreed to
the airlines’ policy of his flight reservation and terms and condition of the
Cancellation Plan. Nevertheless, the
customer received a confirmation email stating that the flights booked were
Basic Economy Fares.
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. Skywest and American Airlines are the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking.
We hope you understand we must adhere to the policies dictated by the
vendor. Additionally, Expedia’s Terms of
Use, which were agreed to by Mr. 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.
For further
information, the full terms and condition of the Flight Protection Plan is
available for review using the link below:
While we
regret Mr.’s experience was not as we would have hoped, we are unable
to fulfill her refund request.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
SCAMMED! Bait and switch scheme.
Booked a hotel through Expedia 6mo ago; 24h prior to arrival, hotel tells us the room is no longer available and found us a subpar space for almost same price as original. We thought Expedia would help us find another hotel, but Expedia tells me they have to “wait to hear back” from original hotel before they can move forward with finding us a new hotel. Expedia expects us to wait till morning of arrival in a foreign city to find me a hotel, “because they haven’t heard back from original hotel”. They probably want to make sure the money is refunded to them before finding us a new hotel. Expedia is NOT on your side as a customer, you are at their mercy.
About a month ago, I was contacted by my bank that $414.30 was taken out of my account by a hotel that I booked through Expedia.com. I didn't get why I was charged so I contacted the hotel and was told that I hadn't cancelled the reservation in time. I did back in February of this year and the cut off date for cancellations was a month before the reservation date. So, I called Expedia to see what the problem was.
After having several dropped calls, most likely on their end, trying to get a copy of the original email of the cancellation, and rude customer service reps, I was told that I did cancel in February and that they didn't know why the hotel didn't get that information. So, they told me that I had to call the hotel and ask for a refund. I did, but was told that Expedia was supposed to refund me, as the error was on their end. So, I called them back again and a lot of back and forth happened, a lot of sent emails with the information that I could find about the reservation, and I couldn't get any real info about a refund. Instead, I received an email that said that the matter was settled and my bank gave me a credit for what had happened.
Due to this, I thought it was until I received a recent reversal credit transaction by my bank due to lack of info about the matter. So, I sent them what I could about it and they reopened the case against Expedia. They contacted the company and was told that I didn't cancel the reservation in time, despite being told the opposite a month ago. Currently, my bank is still trying to get the refund, but they suspect that shady practices are being done in that company. So, I decided to report them due to all the grief and frustration the company caused over something that I know I did on time, but they weren't on their game.
Expedia.com Response
• Jul 15, 2019
July 15, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund request for $414.31.
Our records indicate on August 17, 2018, Ms. or an authorized user of the Expedia account booked three, seven night hotel stays at *** by ***, via *** (one room) and *** (two rooms). Confirmation emails were emailed on August 17, 2018; itinerary *** was first opened August 17, 2019 it was opened and reviewed twice and itinerary *** was opened and reviewed once on August 17, 2018.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on January 15, 2019 the two itineraries were cancelled. On June 12, 2019, Ms. called complaining that the hotel tagged her as a no show. Our representative confirmed that Ms *** reservations was booked in August of 2018. The reservation were cancelled in January 2019. Ms. is not responding and the call disconnected. Our representative called Ms. back but there was no answer. On June 13, 2019, Ms. called asking why she was charged; she cancelled the reservation in January 2019 and should not have been charged. Our representative called the hotel and was asked to call back after 2pm for the manager and to send the *** an email.
After further review on July 15, 2019, Expedia was able to verify that both itineraries were to be cancelled on January 15, 2019 but itinerary number *** was not cancelled. Based on our back office system the reservation is showing in the hotel system as a “no show”. Expedia contacted the *** and emailed a copy of the cancellation itinerary. The *** confirmed receipt of the cancellation itinerary emailed and confirmed the charge for $414.31. The *** issued a reversal of $414.31 and advised it would take from three to seven business days before Ms. would see the reversal.
For the inconvenience that was experienced, Expedia as issued a $100.00 voucher to the Expedia account. The voucher is valid for a ‘pay now hotel” or a “pay now hotel and a flight” and good for anyone who books while being logged into Ms.’s account and is valid until August 31, 2020.
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 RESTRICTIONS
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.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Customer Response
• Jul 15, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a trip for FOUR family members to Dominican Republic in July using Expedia (booked back in JANUARY). It was a bundle deal, including hotel and flight. I am a Gold member of Expedia- I have spent tens of thousands using their website, in addition to recommending it to others. (This trip alone has +45 people going, all of which booked through Expedia, thanks to my recommendation). I have NEVER had an issue with seating arrangements on ANY airline before today. Our flight leaves for DR tomorrow, and as I just checked in I noticed that ALL 4 of us are split up on the plane. This is including a 9 year old and a 13 year old. Splitting up adults would not make me happy, but I would deal with it-splitting up kids is unacceptable.
After THREE hours "on hold", along with several supposedly dropped calls, and about 7 people later, I was able to reach a manager at Expedia. Customer service in that regards deserves a 0/10. Good luck trying to reach someone with any authority at Expedia in a reasonable time frame. I was basically told too bad, they simply "request" that families be kept together during seating assignments. So instead of Expedia paying $30/person to upgrade our seats and get us in a row together (since NO other seats are available at this time) to make the situation right, they would rather lose a loyal customer and thousands of dollars in the future. I am absolutely frustrated and enraged that my family with YOUNG kids is going to be split up on a flight and "there's nothing I can do about it" unless *I*** want to pay to upgrade my seats. As if I haven't spent enough-sounds like a scam to me.
I want other families to know NOT to book through Expedia, as this may happen to them in the future. Again, maybe not a huge deal for adults, but it's a HUGE deal if you're traveling with kids. Use any other competitor, or book directly through the airline. This trip was booked +6 months ago, there is no reason our YOUNG kids should be separated on a flight.
Expedia.com Response
• Jul 15, 2019
July 15, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding not being able to choose seats together.
Our records indicate on January 31, 2019, Ms. or an authorized user of the Expedia account purchased four round trip tickets departing July 8, 2019 from Fort Lauderdale, FL, USA to Domingo, Dominican Republic and returning on July 14, 2019 along with a six-night hotel reservation at ***, via ***. A confirmation email was emailed on January 31, 2019; it was first opened January 31, 2019 and was reviewed twice.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 15, 2019, Expedia reviewed the details of the itinerary and there were no notes or documentation on the account in regard to seats. As we are were unable to guarantee your seat selection, the following information was provided during your booking path, to “visit *** for additional information about seats, bags, and other restrictions”. Expedia reservations are created from the live inventory of the airline. If the seat allocations that appear during the creation of the reservation are unsatisfactory, you may always contact the airline directly for seats.
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.
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...
My husband and I booked our travel and paid $152 for travel insurance. Unfortunately, I experienced pregnancy complications resulting in pre-term labor and contractions. My doctor denied any travel to which I cancelled my travel plans June 3rd (tripped planned for July 3rd) the company requires you to cancel before you can submit a claim and you assume you will be approved based on their website advertising, hence the travel insurance purchased for emergency situations. The claim required us to fill out a medical form to which it requested hipaa related information, my doctor filled out the form and we submitted. Our claim and refund was denied. The website says 100% cancellation guarantee. False advertising and insurance scam has taken place. If this is not resolved, I will be contacting a lawyer. Thank you
Expedia.com Response
• Jul 11, 2019
July 11, 2019
Revdex.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 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 Ms. ***, Revdex.com case number *** is claiming false advertising and an insurance scam.Upon further research, we were unable to locate an Expedia.com account or reservation related Ms. ***’s complaint. We respectfully request that you provide us with the email address used to book the reservation and the itinerary numbers of the booking. The requested information will allow us to appropriately address Ms.’s concerns.
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 11, 2019
Complaint: ***
I am rejecting this response because:the booking was under my husband's account. ***. Itinerary #***. Email address: ***
Sincerely
Expedia.com Response
• Jul 12, 2019
July 12, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** Revdex.com case number *** regarding her claim and refund being denied.
Our records indicate on March 19, 2019, Mr. *** or an authorized user of the Expedia account booked four combined one-way flights departing on July 3, 2019 from Dallas, TX to Rochester, NY and returning with a six day rental car from ***, the Cancellation plan and Collision Damage Plan; via ***. The confirmation emails were sent on March 19, 2019, it has not been opened or reviewed.
Upon receipt of Mrs.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 3, 2019, Mr. called in and requested to cancel the whole trip. The flight itinerary was cancelled, the *** car rental was cancelled and refund $354.59 and the car collision protection was cancelled and refund $70.00.
After further review on July 12, 2019, Expedia listened to the call of Mr. .*** asking to cancel the whole reservation. (call ID). Mr. called in on June 3, 2019, requesting to cancel the whole trip. Our representative advised the details on the protection on flights, car and car protection. Our representative advised that *** and *** Airline were the two airlines on the itinerary. Our representative advised that both flights were booked in Basic Economy Fares and were non-refundable and changes were not permitted. Advised per the airlines the value of all tickets will be lost if cancelled; our representative advised the flights have been cancelled. Advised must submit a claim with the *** and *** will review their policy. Advised to contact *** at ***, between 8am and 10pm EST provided policy number ***. Advised the car rental and protection have been cancelled and refunded in full back to his card. Expedia contacted *** and they advised they received letters of ***’s complications but based on their policy the pregnancy was normal and the claim was denied based on their policy. *** advised they forwarded documentation to the policyholder advising of their policy.
After further review on July 12, 2019, Expedia reviewed the itinerary on the *** Airline website and contacted *** Airlines. They advised the flights on their website are confirmed flights under confirmation number ***. They advised should they make any changes to the itinerary they will contact the passengers via the traveler’s customer confirmed email.
In addition , at the time of completing her booking on our website, Mr. 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, *** received documentation from Mrs. and denied the claim based on the documentation they received. Expedia is unable to make any changes to *** decision since we are no the provider of the coverage. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
I booked a room and when I got there Expedia had booked three of this hotels rooms two times so I had nowhere to stay. I was four hours from my home hadn’t had dinner and couldn’t wash up after a long hike. The rumor is up in the mountains of Arizona do not book with Expedia. There are exact words were, “Oh my they are terrible”. My advice to you is that you call the hotel directly do not book through Expedia
I used Expedia to make a car rental with ***. The day before my trip I called *** to confirm my rental included a car seat. *** informed me my reservation was canceled. I then called Expedia who stated the same thing. I explained I did not cancel my reservation and the representative pretty much said too bad you will have to do it online again! I was the told I would be refunded my 156 dollars.
Still not having gotten my refund I called ***, who stated Expedia had my money and would need to refund me. I then called Expedia and spend 45 minutes on the phone with them. At the end of the call I was told I would be refunded my money.
I just got an email from Expedia stating I would need to call *** for my refund. I am so frustrated with the run around Expedia is giving me an just want my refund.
Expedia.com Response
• Jul 11, 2019
July 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a car. We understand *** is requesting a refund.
Our records indicate on June 17, 2019, ***, or a person authorized for the account, booked a compact car with *** for six days, for pick up on June 22, 2019. The rate and reservation selected included a billing arrangement where *** was charging the customer in advance for the reservation.
Expedia did not process a cancelation of the reservation. We understand that on June 20, 2019 our customer contacted Expedia stating that the reservation was canceled. We contacted the car vendor to discuss the reservation and we were advised that it had been canceled on the car vendors website.
Expedia did not bill *** for any charges. As such, we are unable to process a refund. The correct party to call with billing questions is the car vendor. They may be reached at 800-654-3131.
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 Sunday June 30, 2019, we made an online reservation through Expedia.com for a Deluxe Room with 1 King bed and room for 4 adults in the *** located at ***. Expedia immediately charged our account $76.63. When we arrived at the ***, they did not have a reservation in our name. Also, this particular hotel did not even have the type of room that was advertised and reserved on Expedia.com. We were advised by the manager of the *** to cancel our Expedia reservation since it was never received by the ***. We contacted Expedia and cancelled our reservation and asked for a refund. The customer service representative told us due to the late thour, they would contact us within 24 hours. The night manager of the *** gave us a room and charged us $62.42 and told us to talk to the day manager the next day. The next day we spoke with the manager and she confirmed the hotel STILL had not received any reservation or payment from Expedia. We emailed Expedia requesting a refund since Expedia did not transmit our reservation request or payment to the ***. Expedia responded stating they were not responsible for providing a refund, that would have to come from the ***, but the *** NEVER received the payment from Expedia. Expedia did not complete the transaction and Expedia took payment WITHOUT providing their stated service.
Expedia.com Response
• Jul 12, 2019
July 12, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund for $76.63.
Our records indicate on June 30, 2019, Ms. or an authorized user of the Expedia account booked a one-night hotel reservations at ***, via ***. The confirmation email was sent on June 30, 2019, it was first opened on June 30, 2019 and reviewed four times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm from July 1 – 5, 2019 there were multiple emails communications about Ms. request for a refund.
After further review of the details on the account, the notes and our back-office system. Expedia contacted the *** and discussed the reservation. The *** advised there were two reservations for *** and one of them was marked as a no show. During our conversation we were able to determine the reservation was created the same day as arrival and by the time the guest arrived the hotel system had not updated. The *** authorized Expedia to issue a refund for the Expedia reservation.
Expedia has issued a refund for $76.63 to *** card ending *** and emailed a refund receipt to the email address on file. The refund can be expected within three to seven business days.
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...
my original flight was on iceland air 21 July 2019 straight flight Dallas to Keflavik Iceland. *** canceled the flight because they no longer service out of Dallas. Expedia changed my flight to have a 50 minute layover in Chicago. I need the flight to Chicago changed so I can make my connecting flight to Keflavik. We are traveling with two young children. I stayed on the one with Expedia several times totaling at least 12 hours or more. They say they are trying to assist but called drop every 2 and half hours. When you call back you have to start the process all over again. They promise to call *** to get approval to change tickets but the past several times I have called they can never contact ***. I need help and no one wants to assist me. I need to be in Iceland on July 22 but I’m afraid I will be stuck in Chicago. Their team system is not working and you have to wait in line to get the bus to another terminal. How can I get them to help me???? I have tried and tried and tried to call them. I have been on the phone for hours while they ‘work the idsie’ Only for them to either drop the call and not call me back or tell me to call again when *** is opened. I have called on weekends weekdays weeknights. July 4th July 5th. What can I do???
Expedia.com Response
• Jul 12, 2019
July 12, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding changing her flight itinerary.
Our records indicate December 8, 2018, Mr. *** or an authorized user of the Expedia account purchased six round trip tickets departing July 21, 2019 from Dallas, TX, USA to Reykjavik, Iceland and returning on July 29, 2019, via ***. Confirmation email was emailed on December 8, 2018; it was first opened December 8, 2018 and has been reviewed 11 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on January 23, 2019, Ms. accepted a flight schedule change option that *** offered. Our representative called *** and they authorized our representative to reissue the tickets. Multiple change to the itinerary transpired and from January 24, 2019 through July 10, 2019; Expedia was communicating with *** and Mr. in an attempt to get the flight changed.
After further review on July 12, 2019, Expedia reviewed the itinerary on the *** website and contacted ***s. They advised the flights on their website are confirmed flights under confirmation number ***. They advised should they make any changes to the itinerary they will contact the passengers via Lind Shculer's confirmed email address.
In addition , at the time of completing the booking on our website, Mr. 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. ***s 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, Mr. may go to the *** website (https://www.***.com/) click on support, preflight and Manage Your Booking. Enter the last name of one of the travelers and booking reference (***). The detailed flight information will be retrieved; *** has confirmed they will email the confirmed email address if any changes are made to the itinerary.
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...
In May 2019, I bought a resort in Dominican Republic through my trip to Puerto Plata. I made the reservation for June 17, 2019- June 25, 2019 for *** and my wife *** and reservation number *** and itinerary no. *** and the other was from my son *** itinerary no. ***. for the All-Inclusive Jr. Suite With Resort. When I arrive at the resort June 17 to 25 that it was my stay at the resort they tell me that I have nothing included after they tell me when I buy that it was all included and I have the copy that says it all included. After arriving at the resort, they tell me that I only have the rooms and nothing included and that I have to pay for meals and drinks separately. I felt cheated by this agency that sells these hotels to those who live in the United States. I want them to help me and investigate my complaint because they scammed me and when I call him from the resort they tell me that they don't know about that and that I had to talk to someone else and that I couldn't cancel my reservation. I want them to open an investigation because they sold me all included because I saw it on their expedia page and they said it and when I went to the said resort I only had the rooms and had to pay 1,200 dollars for food and drink. I feel ripped off and upset about their grief. Then I talked to another agent and they confirmed that they were all included but the resort told me that I only had the rooms, I have everyone's evidence and I want my money back from the two reserves that I was scammed by them
Expedia.com Response
• Jul 12, 2019
July 12, 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 April 23, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” *** reservation using Expedia’s website, under itinerary ***. Reservation was for the ***, with a check-in date of June 17, 2019 and a check-out date of June 25, 2019.
On April 28, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” *** reservation using Expedia’s Mobile App, under itinerary ***. Reservation was for the ***, with a check-in date of June 25, 2019 and a check-out date of June 27, 2019. However, itinerary *** was cancelled on the same day and a refund of $110.00 was processed by the hotel property. We understand Mr. is requesting a refund of $580.00, stating that the hotel property did not accommodate his All-Inclusive reservation.
Upon investigationing the customer's complaint, we contacted Mr. by phone on today, July 12, 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.
I reserved a car rental for my trip to Las Vegas through Expedia. My flight leaving Las Vegas back to my home state, leaves at 6:55am in the morning. I will need to drop the car off around 4:45-5:00am. *** does not open until 6:00am and does not offer their shuttle service until 6:30am. Because I have to drop the car off prior to them opening and offering shuttles I want to cancel my reservation. I called Expedia to cancel and they informed me this was a non cancellation/non refundable reservation. Expedia told me this was an error on their part and should not have allowed me to book the reservation as the facility is not open at this time.
When speaking with Allen L. He told me the manager would not approve the refund because I can camp a Taxi and Expedia will refund me the amount of the taxi. This is extremely unethical and unacceptable. Expedia expects me torso my safety and wait for a taxi in the early morning in a place that I am not familiar with. I am not a resident of Nevada, nor do I know my way around the state or city. They expect me to wait and become vulnerable and figure out transportation. The shuttle service is part of the reservation, part of the service. I need to have this reservation refunded so I can book with another company that is open 24/7 and that will provide me a shuttle at the designated time.
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 her request $152.60 refund.
Our records indicate on June 5, 2019, Ms. or an authorized user of the Expedia account booked a three day rental car with ***, picking up on July 11, 2019 and returning on July 14, 2019, via ***. A confirmation email was emailed on June 5, 2019; it was opened or reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on July 5, 2019, Ms. called in wanting to cancel the car rental. The car rental opens at 6am, the drop off time was for 5am. Our representative called the car rental company to confirm. Ms. wants to cancel as she is concerned that they don’t have a shuttle service at the drop off hour. Ms. has already booked a new reservation and wants a refund. Our representative called *** and they advised to call back after 7am and speak with a supervisor to see if they will allow the reservation to be cancelled and refunded. Ms. advised our representative that she will file a claim with the Revdex.com. On July 10, 2019, Ms. called in to cancel and get a refund. Our representative called the vendor and was advised they would email Ms.. Ms. wants to escalate the call or she will report this to Revdex.com. Ms, *** is claiming a site issue she wants to drop the car at 5am but office opens at 6am and shuttle service.
After further review on July 17, 2019, Expedia reviewed the details of the itinerary. The itinerary was booked and states, “ no cancellation or changes are allowed for this rental”. Expedia tried calling *** and their voice mail continuously answered their telephone. Unable to speak with anyone located an email address online and emailed *** asking if they authorize Expedia to issue a refund to Ms.. *** replied to our email as follows, “This email is to confirm that a refund was process to the customer and a refund confirmation email was already sent to the customer”.
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, *** has issued a refund to Ms. for the cancelled car rental reservation. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
I booked a room at Treasure Island in Las Vegas, NV for 2 nights on 7/7 and 7/8. On Expedia, there is a promotion showing "Stay 2 nights and get the 2nd night free". I was charged for 2 nights instead of getting the second night free as advertised. I have the screenshot and will provide upon request. I would like a refund for the 2nd night from Expedia. Itinerary # ***.
July 18, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding her hotel reservation.
Our records indicate that on July 4, 2019, Ms., or an
authorized user of her Expedia account, self-booked a refundable hotel
reservation using Expedia’s Mobile App under itinerary ***. The reservation was for two travelers with ***, Las Vegas, NV for a check in on July 6,
2019 and a check out on July 8, 2019. The
total cost was $289.28. The customer was
charged the amount of $249.59 and used 2,777 Expedia Rewards points equivalent
to $39.69.
Upon review of the customer’s concern, we can confirm Ms.
*** booked the hotel reservation with a promotion of “Stay 2 nights and get
the 2nd night free”.
On July 18, 2019, Expedia honored Ms.’s claim by issuing
a refund of $144.65, 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 regret Ms.
***’s experience was not as we would have hoped,
and any subsequent inconvenience caused. We appreciate the feedback as it helps
us improve upon the customer experience.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
I searched the Expedia site for specific dates ( 07/26 to 07/27)for a hotel stay at gainesville. Itinerary #
*** After the customer puts in the dates and hotel rooms are shown the expedia site fraudulently switches the dates on search results. I booked the hotel for night I thought I was searching for only to learn that I had been booked and charged for different night/ day with non refundable charge. Lost $ 109.88 just like that in few seconds. I have screen shot of the search date showing I searched for the proper date and that Expedia switched it.
When I called customer service it's another scam. The CSR calls you and tells you that gold member will be handled by gold member team. I was waiting on three different phones for the exact same issue for 50 minutes with no response, while the site claims that I would get response in less than 5 minutes. The response you get tells you they are not there to help but send you to another Customer representative line that'd never answer. They have no internet to listen to your concerns or resolve the issue
I think the way expedia search system works on the site is deliberately flawed to suck people in switch the dates ( after asking for the dates) and make them book non refundable rates. And then when you call the CSR there's deliberately no response or effort to address the issue but turf you off to eternal wait for the customer service response that is never meant to be .
Expedia is acting fraudulently with a deliberate design to defraud customers. I am writing to inform the Revdex.com how these businesses operate to scam unsuspecting customers without any internet of addressing their complaints.
Imagine how many people get defrauded by such practices even if it is a percentage of their customers. This is an experience of gold member status. What they do to silver or blue members is anybody's guess !
Please help !
July 18, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr.
***. *** (Revdex.com case number regarding a hotel reservation. We understand Mr. is requesting a refund
of $109.88.
Our records indicate that on July 10, 2019, Mr., or
an authorized user of her Expedia account, self-booked a non-refundable hotel
reservation using Expedia’s website under itinerary ***. The reservation was with the ***, Gainesville, FL for a check in on July 17, 2019
and a check out on July 18, 2019. The
total cost was $109.88
Upon review of the customer’s itinerary
and using a tool which shows us what the customer sees during their booking
process, we can confirm Mr., booked the hotel reservation for July 17,
2019 to July 18, 2019. Mr. agreed
to book a “Pay Now” (paid at the time of booking and a non-refundable
reservation.
Nonetheless,
on July 11, 2019, Mr. called Expedia to cancel this reservation due to a
site error. Expedia reached out to the
vendor and advocated on customer’s behalf, fortunately, the refund request was
approved.
Expedia serves as a third-party
intermediary with travel providers such as hotels, car rental agencies and
airlines and is subject to the rules and restrictions of those providers.
Expedia does not own, operate or otherwise run any hotels. We hope you understand we must adhere to the
policies dictated by the vendors.
Furthermore,
Expedia processed a refund of $109.88 on July 11, 2019, 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 10th, 2019, we were notified by the initial hotel we reserved that they were currently closed and we would have to re-locate elsewhere. That hotel was 'Secrets.' It should have been Expedia's job to notify us of this situation as if we were never in contact with that resort for the wedding, we would have never been made aware until we arrived. We contacted Expedia and made them aware of the situation and they handled it a couple days later though was not compensated as I should have been. The original booking date was from June 30th-July 7th but reflected July 6th as I was going to pay the extra day upon arrival at the ***. Expedia new this. After the entire debacle, we made new reservations for a new resort known as the 'Finest.' The experience with that resort was great. My issue was that Expedia clearly didn't update the information they provided a to a third party 'Mexico Travel Solutions.' So when I booked my transportation service from the airport in Cancun to the resort and back, they booked it incorrectly from June 30-July 6th which was the "original" resort dates booked at Secrets. I paid approximately $60 USD for that round trip transportation service and upon finding out that the dates were wrong in Cancun the day before we left I contacted Mexico Travel Solutions whom they work with as that is how they got my information and would not change the dates or honor the transaction. Therefore, I had to order another taxi one way from the resort to the airport in Cancun which costed me $40 USD. It was absurd how Expedia and Mexico Travel Solutions handled this situation entirely.
July 15, 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 Mrs. is requesting a refund of $100.00.
Our records indicate that on February 21, 2019, Mr., or an authorized user of his Expedia account, self-booked a package reservation using Expedia’s website under itinerary 7414140861032 for two passengers. The package included a round trip flight and hotel accommodations. The flight bookings were with *** from Houston, TX, USA to Cancun, Quintana Roo, MX, departing on June 30, 2019 and returning on July 6, 2019. The hotel accommodations were for two adults, refundable reservation with *** for a check in on June 30, 2019 and a check out on July 6, 2019. Total cost was $5,301.66 ($942.48 for the flight and $4,359.18 for the hotel).
Upon review of the customer’s account, we can confirm Mr. called Expedia on February 21, 2019 to change the date of the hotel check out to July 7, 2019 instead of July 6, 2019 but the original room type was not available. The customer called us again on February 22, 2019 for the same request, Expedia reached out to the vendor, who advised that the room was available. The room was booked by the hotel directly and a confirmation email was sent. His flight was also cancelled per Mr.’s request.
On July 15, 2019, we reached out to the vendor who advised that the reservation was booked for a check in on June 30, 2019 and a check out on July 7, 2019. The hotel also confirmed that Mr. departed the hotel on July 7, 2019.
Regardless of the above information, as we value Mr. as our customer, Expedia processed the refund of $100.00 for customer satisfaction to the original form of payment. The time it takes a refund to appear in the customer’s account depends on their banking institution, usually within three to five business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
After further reading the response from Expedia, they clearly do not understand the entire situation that unfolded. It was an extreme headache/nightmare for my wife to get the entire reservation situated due to the fact the original booking with *** had to be cancelled because of the litigation or closure they were involved with. If someone from Expedia wants to reach out and make things even more right it would be much appreciated.
Sincerely
I book a car rental with *** through Expedia. Pick up and drop off at LAS from 7/5-7/8 for $136.08. Upon arrival at 7PM, I went to the car rental shuttle as instructed on the reservation and waited at the taxi/off site pick-up between sign number 4-8. I waited for over an hour called 1-877-326-7368 to let them know I have arrived and have been waiting for 30 minutes shuttle to pick me up. The gentleman said look for a black van with *** logo. I waited for another 30 minutes and did not see the van so I had to make another reservation through another travel website. I was not able to cancel on the app and I also contacted Expedia and they said they won't be able to issue the refund because it's past the cancellation time frame for a refund.
July 16, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a car reservation. We understand Ms. is requesting a refund
of $136.08.
Our records indicate that on July 4, 2019, Ms. or an
authorized user of her Expedia account, self-booked a Pay Now car reservation
using Expedia’s Mobile App under the itinerary ***, with ***, Las Vegas, NV for July 5, 2019 to July 8, 2019. The customer booked the Compact 2/4 Door
Car. The total cost was $136.08
Upon review of the customer’s itinerary and using a tool
which shows us what the customer was seeing during their booking process, we
can confirm Ms. was advised and acknowledged the terms and condition of
the car reservation before completing the booking. It clearly stated that:
“No changes, cancellations or refunds are
allowed for this rental.”
Furthermore, an email confirmation was sent to the customer
advising the policies and restriction of the car rental company.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers.
We hope you understand we must adhere to the policies dictated by our vendor.
Nonetheless, on July 16, 2019, Expedia reached out to the
vendor to request a refund on the customer’s behalf, but unfortunately, the
refund was declined.
While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is not able to
fulfill her refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because:
I did not request to cancel my car reservation. Upon arrival in Las Vegas on 7/5/19 the pick up shuttle did not show up and I am requesting for a refund because I paid and did not receive the service/product I made reservation for through Expedia.
Sincerely
Today I purchased 3 flights thru Expedia for my family from Georgia to Michigan because Expedia provided the best rate of $337.18. An hour later my credit card was charged by *** Airlines for $505.74. The difference of $168.56 relates to my 2 year old grand-daughters ticket. Expedia's invoice to me displays the child's air fare as free (zero). But *** Airlines charged me for the child. *** claims the problem is with Expedia who created the transaction. Expedia will not reimburse me the $168.56 claiming their company did nothing wrong. Clearly this is fraud and theft! I can provide Revdex.com invoice proof from Expedia for all 3 passengers totaling $337.18. Expedia needs to do the right thing and reimburse me. The flights are needed to attend a memorial service and cannot be cancelled. Thank you for your kind assistance.
July 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a refund of the difference of the price she was charged $168.56.
Our records indicate that on July 8, 2019, Ms. ***, or an authorized user of his Expedia account, self-booked a flight reservation using Expedia, under itinerary ***. Travel with *** Airlines, from Atlanta, GA, to Detroit, MI, departing on August 16, 2019, and returning on August 18, 2019.
Upon further review, we show that Ms. called in on July 9, 2019 to request a refund of the difference in price as she agreed to $337.19 but was charged $505.77. We reviewed Ms. booking process in July and we can confirm that she agreed to the rate of $505.77. Therefore, we must follow the normal procedure of the airline’s policy.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the *** Airlines. Additionally, at the time of booking Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Per our documentation, a $100.00 Expedia Travel Coupon was offered for the inconvenience associated with this issue. We reviewed your account and have confirmed that the coupon was deposited on July 9, 2019 and is available for immediate use. The coupon can be redeemed toward the future purchase of an Expedia Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue August 31, 2020.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
July 17, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Mrs. *** (Revdex.com case number ***).
We have reviewed the new information Mrs. *** provided to further address her concerns.
We understand an incorrect confirmation email was sent to the customer, showing a price of $337.19, excluding the price of the child's ticket. However, by using a program which shows us what the customer sees during their booking process, we can confirm that Ms. saw and accepted the correct price of $505.77. As the customer was not charged more than the accepted price at the time of booking, Expedia is unable to honor her refund request.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I did not accept Expedia price of $505. Please refer to my account from Expedia to confirm this! This is fraud and theft! I want the credit due me!
Sincerely
Expedia provided me with the worst customer service. I ended up having to spend a total of almost 8 hours on the phone with them, haggle with them to get me the flight I had originally paid for and they mistakenly canceled, and at the end of the day all I got was empty apologies. Having to be on phone calls for an hour and a half at a time at least is absolutely ridiculous and on excusable.
On Feb 12, 2019, I booked my family trip from San Diego to Calgary for August 3, 2019, returning August 9, 2019.
Itinerary number ***
Booking ID and ***
*** number: ***
Passenger: 5 adults, 1 infant
My wife has been injured and hospitalized recently. Physician has recommended not to travel in the foreseeable future.
These are cancellation eligible ECONO tickets as stated in the email from Expedia 2/12/2019. *** has informed me that these are cancellation eligible ECONO tickets. *** has also instructed me that special consideration should be made given the medical nature of the request. *** has informed me that only Expedia can cancel them. Expedia will not cancel/refund tickets despite receiving documentation from *** and myself that the tickets can be cancelled. I am concerned that there is a fraudulent practice pattern. I am concerned regarding fraud regarding charging consumers without service. I was told from Expedia correspondence that living patients will not be eligible for cancellations/refund (email correspondence from Terrence, Expedia supervisor "Based on the airlines policy, *** will consider refund in the case of terminal illness. ")
I was offered airline credit with penalty fees as the only option. This is not an acceptable resolution to customers who are ill and cannot travel.
July 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting is a refund
Our records indicate that on February 12, 2019, ***, or a person authorized for the account, booked combined one way flights with *** for five passengers and one infant, traveling from San Diego, CA, USA to Calgary, AB, Canada, departing on August 3, 2019 and returning on August 9, 2019.
Our customer contacted us and requested a refund of the flights due to extenuating circumstances and provided documentation.
Expedia provides items from travel suppliers such as airlines, hotels and rental car agencies. The policies for the items purchased come from the travel supplier.
We contacted the airline, advocated on behalf of our customer and the airline provided waivers. The refunds were processed on July 16, 2019. The refund time frame varies based on the processing time of the airline and credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
I was charged twice for my one reservation with Expedia. It's regarding a booking from Ho Chi Minh City to New York City. The total cost was $538.43. My intermarry number with Expedia is ***. I called my bank and they told me to contact Expedia. I contacted Expedia and a woman told me in a rush to call my bank (please keep in mind every minute of a phone call is costing me 25 cents). I had to explain this to several Expedia customer service agents several times. Finally, after being connected to someone else I told her again I already called my bank and she did some further investigating. I was on hold for a very long time and kept getting disconnected. She called back and said she would get back to me when ***'s customer service department was open. I received phone calls throughout the day from her saying she was on hold with ***, but to keep my line open. I got a call from a representative about a different issue I was having with the website (that issue was rectified) when I mentioned still not having an answer about my double charge she hung up. I am still sitting here with no answers and a double charge on my account. This seems like Expedia is a scam and I am extremely disappointed as I've trusted this company with my travel plans for so many years.
July 15, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund request for $538.43 for a duplicate charge.Our records indicate on June 26, 2019, Ms. or an authorized user of the Expedia account purchased a one-way flight departing August 7, 2019 from Ho Chi Minh City, Vietnam to New York, NY, via ***. A confirmation email was emailed on June 26, 2019; it was first opened June 26, 2019, and has been reviewed six times.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 30, 2019, Ms. called in advising she had been double charged per her bank. Our representative reviewed the record and verified she was only charged once. From July 8 – 15, 2019, Expedia investigated by communicating with *** and Ms. and was able to verify that two identical tickets *** and *** had been issued. The tickets were on the same airline record *** and *** but were charged $583.43 individually. Each ticket value shows at $538.43 and based on the documentation from previous representatives *** does not consider it a duplicate unless it’s on two separate itineraries.
After further review on July 15, 2019, Expedia reviewed the itinerary and confirmed the tickets are issued as duplicates. Expedia has issued a refund for $583.43 to the *** card ending ***. The refund shall appear within three to seven business days back to the card. A refund receipt has been emailed to the email address on record. For the inconvenience that was experienced, Expedia as issued a $100.00 voucher to the Expedia account. The voucher is valid for a ‘pay now hotel” or a “pay now hotel and a flight” and good for anyone who books while being logged into Ms.’s account and is valid until August 31, 2020.
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.
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 tickets with a protection plan through Expedia. I had to change or cancel my flight only to be told that the "read deal" (what the rep said when I called today) that my tickets are basic economy (the Expedia app doesn't say that, its listed as economy) and I cant cancel. That even though I bought the protection, only a ACT of God can get me a refund and that I would have to cancel the tickets before I even know if I can get a refund.
July 15,
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 flight reservation.
Our records
indicate that on July 4, 2019, Mr., or an authorized user of the Expedia
account, or an authorized user of the Expedia account, self-booked a two combined
one-way Basic Economy Fare flight reservations for one passenger using
Expedia’s mobile app, under itinerary ***. Travel was from Los Angeles, CA to Phoenix,
AZ departing on July 17, 2019 on Skywest, and returning with American Airlines
on July 23, 2019. The total cost was
$337.60 ($148.30 for the outbound flight and $167.30 for the inbound flight and
$22.00 for the Travel Protection Cancellation Plan). We understand Mr. is requesting a
refund of $1,089.30.
Restrictive
fares such as “Basic Economy” are different from “Main” Economy and other fares.
These fares are usually available at a significantly lower cost and have more
restrictions, such as being non-refundable, non-changeable, and being subject
to additional charges for checked bags and seating selections.
On
July 8, 2019, Mr. called Expedia to cancel his flight, our agent
advised the airlines-imposed rules and Cancellation Plan policy.
Upon
review of the customer’s account and using a tool which shows us what the
customer sees while on Expedia’s website, we can confirm Mr. agreed to
the airlines’ policy of his flight reservation and terms and condition of the
Cancellation Plan. Nevertheless, the
customer received a confirmation email stating that the flights booked were
Basic Economy Fares.
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. Skywest and American Airlines are the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking.
We hope you understand we must adhere to the policies dictated by the
vendor. Additionally, Expedia’s Terms of
Use, which were agreed to by Mr. 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.
For further
information, the full terms and condition of the Flight Protection Plan is
available for review using the link below:
https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=US&StateCode=NW&ProductCode=009165&PlanCode=P1&FileType=PROD_PLAN_GM&EMLCID=US.PT.EVENTTRIGGEREDMAILING.ENSPURCHASECONFIRMATION.FLIGHT&EMLDTL=DATE20190704-ISSUX.SIDX.KEY94207196949.PAIDX.LANGEN_US.MCIDX.TEST4.VERSX.MIDS1-25793_2-32235_3-32691_4-32366_5-31094_6-32247_7-30137.MOD966-10-1-0-EMAIL-BANNER-EN-US_S5-P18_POS0_LNK42
While we
regret Mr.’s experience was not as we would have hoped, we are unable
to fulfill her refund request.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate
Correspondence Team
SCAMMED! Bait and switch scheme.
Booked a hotel through Expedia 6mo ago; 24h prior to arrival, hotel tells us the room is no longer available and found us a subpar space for almost same price as original. We thought Expedia would help us find another hotel, but Expedia tells me they have to “wait to hear back” from original hotel before they can move forward with finding us a new hotel. Expedia expects us to wait till morning of arrival in a foreign city to find me a hotel, “because they haven’t heard back from original hotel”. They probably want to make sure the money is refunded to them before finding us a new hotel. Expedia is NOT on your side as a customer, you are at their mercy.
About a month ago, I was contacted by my bank that $414.30 was taken out of my account by a hotel that I booked through Expedia.com. I didn't get why I was charged so I contacted the hotel and was told that I hadn't cancelled the reservation in time. I did back in February of this year and the cut off date for cancellations was a month before the reservation date. So, I called Expedia to see what the problem was.
After having several dropped calls, most likely on their end, trying to get a copy of the original email of the cancellation, and rude customer service reps, I was told that I did cancel in February and that they didn't know why the hotel didn't get that information. So, they told me that I had to call the hotel and ask for a refund. I did, but was told that Expedia was supposed to refund me, as the error was on their end. So, I called them back again and a lot of back and forth happened, a lot of sent emails with the information that I could find about the reservation, and I couldn't get any real info about a refund. Instead, I received an email that said that the matter was settled and my bank gave me a credit for what had happened.
Due to this, I thought it was until I received a recent reversal credit transaction by my bank due to lack of info about the matter. So, I sent them what I could about it and they reopened the case against Expedia. They contacted the company and was told that I didn't cancel the reservation in time, despite being told the opposite a month ago. Currently, my bank is still trying to get the refund, but they suspect that shady practices are being done in that company. So, I decided to report them due to all the grief and frustration the company caused over something that I know I did on time, but they weren't on their game.
July 15, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund request for $414.31.
Our records indicate on August 17, 2018, Ms. or an authorized user of the Expedia account booked three, seven night hotel stays at *** by ***, via *** (one room) and *** (two rooms). Confirmation emails were emailed on August 17, 2018; itinerary *** was first opened August 17, 2019 it was opened and reviewed twice and itinerary *** was opened and reviewed once on August 17, 2018.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on January 15, 2019 the two itineraries were cancelled. On June 12, 2019, Ms. called complaining that the hotel tagged her as a no show. Our representative confirmed that Ms *** reservations was booked in August of 2018. The reservation were cancelled in January 2019. Ms. is not responding and the call disconnected. Our representative called Ms. back but there was no answer. On June 13, 2019, Ms. called asking why she was charged; she cancelled the reservation in January 2019 and should not have been charged. Our representative called the hotel and was asked to call back after 2pm for the manager and to send the *** an email.
After further review on July 15, 2019, Expedia was able to verify that both itineraries were to be cancelled on January 15, 2019 but itinerary number *** was not cancelled. Based on our back office system the reservation is showing in the hotel system as a “no show”. Expedia contacted the *** and emailed a copy of the cancellation itinerary. The *** confirmed receipt of the cancellation itinerary emailed and confirmed the charge for $414.31. The *** issued a reversal of $414.31 and advised it would take from three to seven business days before Ms. would see the reversal.
For the inconvenience that was experienced, Expedia as issued a $100.00 voucher to the Expedia account. The voucher is valid for a ‘pay now hotel” or a “pay now hotel and a flight” and good for anyone who books while being logged into Ms.’s account and is valid until August 31, 2020.
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 RESTRICTIONS
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.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a trip for FOUR family members to Dominican Republic in July using Expedia (booked back in JANUARY). It was a bundle deal, including hotel and flight. I am a Gold member of Expedia- I have spent tens of thousands using their website, in addition to recommending it to others. (This trip alone has +45 people going, all of which booked through Expedia, thanks to my recommendation). I have NEVER had an issue with seating arrangements on ANY airline before today. Our flight leaves for DR tomorrow, and as I just checked in I noticed that ALL 4 of us are split up on the plane. This is including a 9 year old and a 13 year old. Splitting up adults would not make me happy, but I would deal with it-splitting up kids is unacceptable.
After THREE hours "on hold", along with several supposedly dropped calls, and about 7 people later, I was able to reach a manager at Expedia. Customer service in that regards deserves a 0/10. Good luck trying to reach someone with any authority at Expedia in a reasonable time frame. I was basically told too bad, they simply "request" that families be kept together during seating assignments. So instead of Expedia paying $30/person to upgrade our seats and get us in a row together (since NO other seats are available at this time) to make the situation right, they would rather lose a loyal customer and thousands of dollars in the future. I am absolutely frustrated and enraged that my family with YOUNG kids is going to be split up on a flight and "there's nothing I can do about it" unless *I*** want to pay to upgrade my seats. As if I haven't spent enough-sounds like a scam to me.
I want other families to know NOT to book through Expedia, as this may happen to them in the future. Again, maybe not a huge deal for adults, but it's a HUGE deal if you're traveling with kids. Use any other competitor, or book directly through the airline. This trip was booked +6 months ago, there is no reason our YOUNG kids should be separated on a flight.
July 15, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding not being able to choose seats together.
Our records indicate on January 31, 2019, Ms. or an authorized user of the Expedia account purchased four round trip tickets departing July 8, 2019 from Fort Lauderdale, FL, USA to Domingo, Dominican Republic and returning on July 14, 2019 along with a six-night hotel reservation at ***, via ***. A confirmation email was emailed on January 31, 2019; it was first opened January 31, 2019 and was reviewed twice.
Upon receipt of Ms.’s complaint, we investigated the issues which were brought to our attention. We can confirm on July 15, 2019, Expedia reviewed the details of the itinerary and there were no notes or documentation on the account in regard to seats. As we are were unable to guarantee your seat selection, the following information was provided during your booking path, to “visit *** for additional information about seats, bags, and other restrictions”. Expedia reservations are created from the live inventory of the airline. If the seat allocations that appear during the creation of the reservation are unsatisfactory, you may always contact the airline directly for seats.
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.
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...
My husband and I booked our travel and paid $152 for travel insurance. Unfortunately, I experienced pregnancy complications resulting in pre-term labor and contractions. My doctor denied any travel to which I cancelled my travel plans June 3rd (tripped planned for July 3rd) the company requires you to cancel before you can submit a claim and you assume you will be approved based on their website advertising, hence the travel insurance purchased for emergency situations. The claim required us to fill out a medical form to which it requested hipaa related information, my doctor filled out the form and we submitted. Our claim and refund was denied. The website says 100% cancellation guarantee. False advertising and insurance scam has taken place. If this is not resolved, I will be contacting a lawyer. Thank you
July 11, 2019
Revdex.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 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 Ms. ***, Revdex.com case number *** is claiming false advertising and an insurance scam.Upon further research, we were unable to locate an Expedia.com account or reservation related Ms. ***’s complaint. We respectfully request that you provide us with the email address used to book the reservation and the itinerary numbers of the booking. The requested information will allow us to appropriately address Ms.’s concerns.
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:the booking was under my husband's account. ***. Itinerary #***. Email address: ***
Sincerely
July 12, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Mrs. *** Revdex.com case number *** regarding her claim and refund being denied.
Our records indicate on March 19, 2019, Mr. *** or an authorized user of the Expedia account booked four combined one-way flights departing on July 3, 2019 from Dallas, TX to Rochester, NY and returning with a six day rental car from ***, the Cancellation plan and Collision Damage Plan; via ***. The confirmation emails were sent on March 19, 2019, it has not been opened or reviewed.
Upon receipt of Mrs.’s complaint, we investigated the issues which were brought to our attention. We can confirm on June 3, 2019, Mr. called in and requested to cancel the whole trip. The flight itinerary was cancelled, the *** car rental was cancelled and refund $354.59 and the car collision protection was cancelled and refund $70.00.
After further review on July 12, 2019, Expedia listened to the call of Mr. .*** asking to cancel the whole reservation. (call ID). Mr. called in on June 3, 2019, requesting to cancel the whole trip. Our representative advised the details on the protection on flights, car and car protection. Our representative advised that *** and *** Airline were the two airlines on the itinerary. Our representative advised that both flights were booked in Basic Economy Fares and were non-refundable and changes were not permitted. Advised per the airlines the value of all tickets will be lost if cancelled; our representative advised the flights have been cancelled. Advised must submit a claim with the *** and *** will review their policy. Advised to contact *** at ***, between 8am and 10pm EST provided policy number ***. Advised the car rental and protection have been cancelled and refunded in full back to his card. Expedia contacted *** and they advised they received letters of ***’s complications but based on their policy the pregnancy was normal and the claim was denied based on their policy. *** advised they forwarded documentation to the policyholder advising of their policy.
After further review on July 12, 2019, Expedia reviewed the itinerary on the *** Airline website and contacted *** Airlines. They advised the flights on their website are confirmed flights under confirmation number ***. They advised should they make any changes to the itinerary they will contact the passengers via the traveler’s customer confirmed email.
In addition , at the time of completing her booking on our website, Mr. 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, *** received documentation from Mrs. and denied the claim based on the documentation they received. Expedia is unable to make any changes to *** decision since we are no the provider of the coverage. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
I booked a room and when I got there Expedia had booked three of this hotels rooms two times so I had nowhere to stay. I was four hours from my home hadn’t had dinner and couldn’t wash up after a long hike. The rumor is up in the mountains of Arizona do not book with Expedia. There are exact words were, “Oh my they are terrible”. My advice to you is that you call the hotel directly do not book through Expedia
I used Expedia to make a car rental with ***. The day before my trip I called *** to confirm my rental included a car seat. *** informed me my reservation was canceled. I then called Expedia who stated the same thing. I explained I did not cancel my reservation and the representative pretty much said too bad you will have to do it online again! I was the told I would be refunded my 156 dollars.
Still not having gotten my refund I called ***, who stated Expedia had my money and would need to refund me. I then called Expedia and spend 45 minutes on the phone with them. At the end of the call I was told I would be refunded my money.
I just got an email from Expedia stating I would need to call *** for my refund. I am so frustrated with the run around Expedia is giving me an just want my refund.
July 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a car. We understand *** is requesting a refund.
Our records indicate on June 17, 2019, ***, or a person authorized for the account, booked a compact car with *** for six days, for pick up on June 22, 2019. The rate and reservation selected included a billing arrangement where *** was charging the customer in advance for the reservation.
Expedia did not process a cancelation of the reservation. We understand that on June 20, 2019 our customer contacted Expedia stating that the reservation was canceled. We contacted the car vendor to discuss the reservation and we were advised that it had been canceled on the car vendors website.
Expedia did not bill *** for any charges. As such, we are unable to process a refund. The correct party to call with billing questions is the car vendor. They may be reached at 800-654-3131.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
On Sunday June 30, 2019, we made an online reservation through Expedia.com for a Deluxe Room with 1 King bed and room for 4 adults in the *** located at ***. Expedia immediately charged our account $76.63. When we arrived at the ***, they did not have a reservation in our name. Also, this particular hotel did not even have the type of room that was advertised and reserved on Expedia.com. We were advised by the manager of the *** to cancel our Expedia reservation since it was never received by the ***. We contacted Expedia and cancelled our reservation and asked for a refund. The customer service representative told us due to the late thour, they would contact us within 24 hours. The night manager of the *** gave us a room and charged us $62.42 and told us to talk to the day manager the next day. The next day we spoke with the manager and she confirmed the hotel STILL had not received any reservation or payment from Expedia. We emailed Expedia requesting a refund since Expedia did not transmit our reservation request or payment to the ***. Expedia responded stating they were not responsible for providing a refund, that would have to come from the ***, but the *** NEVER received the payment from Expedia. Expedia did not complete the transaction and Expedia took payment WITHOUT providing their stated service.
July 12, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding a refund for $76.63.
Our records indicate on June 30, 2019, Ms. or an authorized user of the Expedia account booked a one-night hotel reservations at ***, via ***. The confirmation email was sent on June 30, 2019, it was first opened on June 30, 2019 and reviewed four times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm from July 1 – 5, 2019 there were multiple emails communications about Ms. request for a refund.
After further review of the details on the account, the notes and our back-office system. Expedia contacted the *** and discussed the reservation. The *** advised there were two reservations for *** and one of them was marked as a no show. During our conversation we were able to determine the reservation was created the same day as arrival and by the time the guest arrived the hotel system had not updated. The *** authorized Expedia to issue a refund for the Expedia reservation.
Expedia has issued a refund for $76.63 to *** card ending *** and emailed a refund receipt to the email address on file. The refund can be expected within three to seven business days.
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...
my original flight was on iceland air 21 July 2019 straight flight Dallas to Keflavik Iceland. *** canceled the flight because they no longer service out of Dallas. Expedia changed my flight to have a 50 minute layover in Chicago. I need the flight to Chicago changed so I can make my connecting flight to Keflavik. We are traveling with two young children. I stayed on the one with Expedia several times totaling at least 12 hours or more. They say they are trying to assist but called drop every 2 and half hours. When you call back you have to start the process all over again. They promise to call *** to get approval to change tickets but the past several times I have called they can never contact ***. I need help and no one wants to assist me. I need to be in Iceland on July 22 but I’m afraid I will be stuck in Chicago. Their team system is not working and you have to wait in line to get the bus to another terminal. How can I get them to help me???? I have tried and tried and tried to call them. I have been on the phone for hours while they ‘work the idsie’ Only for them to either drop the call and not call me back or tell me to call again when *** is opened. I have called on weekends weekdays weeknights. July 4th July 5th. What can I do???
July 12, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. *** Revdex.com case number *** regarding changing her flight itinerary.
Our records indicate December 8, 2018, Mr. *** or an authorized user of the Expedia account purchased six round trip tickets departing July 21, 2019 from Dallas, TX, USA to Reykjavik, Iceland and returning on July 29, 2019, via ***. Confirmation email was emailed on December 8, 2018; it was first opened December 8, 2018 and has been reviewed 11 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on January 23, 2019, Ms. accepted a flight schedule change option that *** offered. Our representative called *** and they authorized our representative to reissue the tickets. Multiple change to the itinerary transpired and from January 24, 2019 through July 10, 2019; Expedia was communicating with *** and Mr. in an attempt to get the flight changed.
After further review on July 12, 2019, Expedia reviewed the itinerary on the *** website and contacted ***s. They advised the flights on their website are confirmed flights under confirmation number ***. They advised should they make any changes to the itinerary they will contact the passengers via Lind Shculer's confirmed email address.
In addition , at the time of completing the booking on our website, Mr. 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. ***s 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, Mr. may go to the *** website (https://www.***.com/) click on support, preflight and Manage Your Booking. Enter the last name of one of the travelers and booking reference (***). The detailed flight information will be retrieved; *** has confirmed they will email the confirmed email address if any changes are made to the itinerary.
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...
Had bad experience at first, when issue got escalated to corporate office, everything got resolved.
They are logical and caring people.
In May 2019, I bought a resort in Dominican Republic through my trip to Puerto Plata. I made the reservation for June 17, 2019- June 25, 2019 for *** and my wife *** and reservation number *** and itinerary no. *** and the other was from my son *** itinerary no. ***. for the All-Inclusive Jr. Suite With Resort. When I arrive at the resort June 17 to 25 that it was my stay at the resort they tell me that I have nothing included after they tell me when I buy that it was all included and I have the copy that says it all included. After arriving at the resort, they tell me that I only have the rooms and nothing included and that I have to pay for meals and drinks separately. I felt cheated by this agency that sells these hotels to those who live in the United States. I want them to help me and investigate my complaint because they scammed me and when I call him from the resort they tell me that they don't know about that and that I had to talk to someone else and that I couldn't cancel my reservation. I want them to open an investigation because they sold me all included because I saw it on their expedia page and they said it and when I went to the said resort I only had the rooms and had to pay 1,200 dollars for food and drink. I feel ripped off and upset about their grief. Then I talked to another agent and they confirmed that they were all included but the resort told me that I only had the rooms, I have everyone's evidence and I want my money back from the two reserves that I was scammed by them
July 12, 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 April 23, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” *** reservation using Expedia’s website, under itinerary ***. Reservation was for the ***, with a check-in date of June 17, 2019 and a check-out date of June 25, 2019.
On April 28, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” *** reservation using Expedia’s Mobile App, under itinerary ***. Reservation was for the ***, with a check-in date of June 25, 2019 and a check-out date of June 27, 2019. However, itinerary *** was cancelled on the same day and a refund of $110.00 was processed by the hotel property. We understand Mr. is requesting a refund of $580.00, stating that the hotel property did not accommodate his All-Inclusive reservation.
Upon investigationing the customer's complaint, we contacted Mr. by phone on today, July 12, 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