We booked a reservation through Expedia for the *** in Washington D.C. from June 20th- June 23rd. We requested a handicapped accessible bathroom because a member of our party cannot stand on her own and cannot bathe in a regular tub, or get in beds with a higher height. We had to help her in and out of the bed because of the height, and they didn't have a shower chair for her to use. I went to the management and they basically told me tough luck, and that they didn't have any shower chairs for the handicapped accessible bathrooms. They only offered us a dirty metal chair that was used in the main office to seat visitors as they are checking in. To my understanding, this is an ADA violation because there weren't any proper accommodations for us. Aside from this major complaint, there were others. We couldn't connect to the WiFi, and sheets were dirty and the floor was filthy behind and around the beds. The towels didn't smell clean, and to top this off, someone was nearly able to enter our room at 5:30 am the morning of our departure. The only thing that stopped them was the metal latch barely going over the door. It's very frustrating as I reached out to Expedia support on ***, Monday, June 24th and I'm told to keep waiting and that I'll hear a response within 72 hours. No email ever came. I keep getting told to wait and wait while they do nothing. I'm told the "offline team" is not able to contact their "vendor". I'm told we'll resend a request again. Why is this taking so long? Why does Expedia allow such a horrible hotel to remain available for customers to book? If this is not resolved, I'll never book through Expedia again, and I'll be sure to pass along this information to every source I have access to. This has been a terrible ongoing issue not with just the horrific hotel, but Expedia as well. They have done absolutely nothing to help the situation.
Expedia.com Response
• Jul 03, 2019
July 3, 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 Mr. ***, Revdex.com case number *** requesting a refund of $416.06.
Our records indicate on April 25, 2019, Mr. or an authorized user of the Expedia account booked a three night hotel reservation at the ***, checking in on June 20, 2019 and checking out on June 23, 2019, via ***. A confirmation email was sent on April 25, 2019, it was first opened on April 25, 2019 and reviewed once.Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on June 13, 2019, Mr. had a CHAT communication with one of our representatives. Mr. was requesting to change the credit card on file. Our representative contacted the hotel and they advised to change the card on our end. Mr. was advised with the change the rate would change and he decided to cancel. Our representative offered a new hotel and quoted a new rate of $348.23, Mr. declined and the CHAT became inactive. No change were made to the reservation. Mr. called back later to use a different credit card on the reservation. Mr. claims that he does not want to cancel and rebook at a higher rate. Mr. stated the hotel had already approved the card. Our representative contacted the hotel and they advised that Mr. should arrive early so they would be able to charge the new card, if not they will cancel the reservation. Advised Mr. of what the hotel advised and the conversation ended. On June 24, 2019, Mr. called in complaining that he requested a handicapped accessible room. He advised there was a metal chair for the shower, the sheets were dirty and had an odor. Says someone tried to access entry to their room but was stopped because of the metal latch. He also advised there was a burning smell from the air conditioning unit. Our representative called the hotel and was unable to speak with anyone. Our representative emailed the hotel asking for a refund based on Mr. complaint. On June 30, 2019, one of our representatives follow-up with the hotel front desk and they advised the reservation was used in full and they would not Expedia to issue a refund.After further review on July 3, 2019, Expedia was able to verify the reservation was booked for a deluxe room with two queen beds. Per *** the reservation was used and *** would not authorize Expedia to issue a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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 Mr. experience as a one-time courtesy Expedia has applied a $100.00 voucher to his Expedia account. The voucher is valid towards a “pay now hotel” or a “pay now hotel and flight”. The voucher is valid until August 31, 2020, for anyone who books while being logged into Mr. account. The terms and conditions are also listed on the voucher within the Expedia account.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Jul 03, 2019
Complaint: ***
I am rejecting this response because: This doesn’t help me at all. It would be fine if I was able to get even a partial reimbursement. This credit doesn’t even help me any.
I book a Alaskan Cruise via www.expedia.com in 13/May/2019 and paid $2508.00 online for me and my daughter. (***s, Ship name: ***, Itinerary#: ***, Travel dates: Jun 15,2019 - Jun 25,2019). For this trip, I travelled from China to the San Jose(I am living in China and my daughter is living in San Jose) and drived to the harbour in Jun 15 early morng. However, we were stop at the entrance and cruise staff told us we were not able to get on the ship because we did not have Canada Visa. We tried hours with expedia call center to solve this issue, but we could Not get on board and my daughter was sobbing uncontrollablely. After that We complained to Expedia, because they could tell us we need a Canada Visa because the ship is from San Francisco to Alaska, we have US Visa. and we want Expedia to discuss this issue with Cruise Line. However, the manager of Expedia said, the entire problem is with the customer because (1) they had emailed us all the information to me and (2) also I did not call them, and (3) I have to DO research via the 3rd parties, so they could NOT do anything to us and also No refund. the fact is Expedia email me a email when I paided completely, and wrote " thanks! your cruise is booked! no need to call to reconfirm." and I also went through all the web pages via the email even the Expedia.com because I knew I am not US citizen, I DID NOT find any information that we need Canada Visa ! My friend who lives in San Jose called Expedia customer line before we departure 2 weekd ago and they did not mention it. Furthermore, we have US VISA and at least we can be on boeard cruise and stay in the cruise when the ship arrived Canada, because the destination of cruise is Alaska, it is US land ! It is our first time to tour via Cruise and the Expedia offered us terriable information services which does not even work. shall I become scholarship after doing the research the manager asked?
Expedia.com Response
• Jul 10, 2019
July 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case *-***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a cruise. We understand *** is requesting a refund or to reschedule.
Our records indicate on May 17, 2019, ***, or a person authorized for the account self-booked a 10 night cruise aboard the ***, to sail to Alaska from San Francisco, with ***, via itinerary ***.
At the time of booking, the customer agreed to the website Terms of Use, which included:
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through.
The customer contacted Expedia after the cruise was missed, and requested a refund. After the cruise departed it was nonrefundable and could not be rescheduled. Based on the website Terms of Use that the customer agreed to Expedia will be unable to provide compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Jul 13, 2019
Complaint: ***
I am rejecting this response because:
1, we have gone through EVERY PART of www.expedia.com website, there is only ONE page about visa. we tried the portal many times and we can not see we need a Canada visa .Because we have legal USA VISA, and we trip from San Francisco to Alaska, both of them are US. The Expedia respond said they have urge us, however, the truth is NOBODY mention to us at all.
2, it is our first time to take Cruise. but, I have a lot of international travel experiences. if we take a flight from San Jose to London, we will travel through lots of countries. Do we need their VISA ? NO! Even the flight will stop at some country. even if I am in the airport , I still DON'T need that country's visa. the same as our understanding, the destination is Alaska, we just stay at Cruise when the ship pass the Canada. NOBODY tell us we can not board, if your guys do the research, you will find NO information.
3, As Expedia respond, we claimed after the Cruise departure, that is NO TRUE ! we called Expedia customer service lines when we at harbor before the Cruise departure to solve the issue.
4, we did our best to get all the information from Expedia but it is useless. and the Expedia can not say our website has declared the term and you have agreed. you have the term but it does not mean you DO NOT have service. if so, why your website just write" we only sale, no service, no legal Responsibility, no...." . that is much more simple for your customers.
I've purchase a Round-Trip to Brazil for my sister. But for personal reason she had to postpone her return to the USA. She tried to change flights with the airline, but the airline said the ticket are on hold by Expedia. I called Expedia 5 days before the flight to change it, instead they tried to sell a brand new ticket for $2,000.00. I said: I've spoke to the airline, and they told me you should charge me only US$150.00 for each flight, total should be $450.00. The Expedia attend (named: Jus P) told me he called the airline, and he can change my flight for US$ 1,550.00. Do he really believe that I have not noticed he was trying to sell the same $2K ticket minus the 450? I asked to cancel my reservation and refund the remain money of the ticket. He said all the money, paid for the ticket was used in one way, there is no money to be refund for the return. I said: Are you telling me the trip from Brasil to USA is free, right? You should give me a free ticket then from Brasil to the USA, I hung up the phone. In the bottom of my reservation says: "We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you", Based on this Expedia promise, I was expecting to pay only the 450.00 to change the flights.
Expedia.com Response
• Jul 03, 2019
July 3, 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 *** requesting a refund of $585.00.Our records indicate on April 10, 2019, Ms. *** or an authorized user of the Expedia account booked a multiple destination flight departing on June 3, 2019 from Houston, TX, USA to Brasilia, Brazil departing on June 6, 2019 to Curitiba, Brazil and returning on July 4, 2019; via ***. A confirmation email was sent on April 10, 2019, it was first opened on April 10, 2019 and reviewed 11 times.
Upon receipt of Ms. *** complaint, we investigated the issues which were brought to our attention. We can confirm on June 29, 2019, Ms. *** called in requesting to change the return flight to August 11, 2019. Our representative retrieved pricing but was not able to locate the price Ms. *** requested. Ms. *** then requested to cancel. Our representative advised if cancelled there was no remaining value left in the ticket and there would be no refund.
After further review on July 3, 2019, Expedia reviewed the reservation and the fare rules of ***. *** fare rules state the charge for changing a ticket is $300 plus any difference in the new fare. If cancelling *** charge is $450 (refund fee of $150 and the cancel fee of $300).Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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.
Our Customer Service Department may be contacted at 877-227-7481 to assist Ms. *** with exchanging the ticket.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 purchased a flight package with Expedia on 1/21/2019, Itinerary ***. The flight was a round trip from Sept 24-Oct 6,2019 visiting Germany and Paris. I purchased the Travel Guard Policy with the trip at the suggestion of the Expedia agent to "cover the cost of the trip in case of changes or cancellations." I spent a total of $2999.26. In light of the recent riots and such happening in Paris we no longer felt comfortable traveling to Paris. I called Expedia on 5/6/2019 to change my reservation traveling to Germany and Italy instead. I explained to the agent that I had the travel protection plan and I told him why I wanted to change. He advised me that he would have to cancel the existing reservation and make a new reservation because I could not make changes. He advised that I would need to call the Travel Protection Ins Co for the refund and they would process it. He led me to believe that it was that easy and my reason for the change was covered. SO he cancelled my existing reservation and I spent another $2843.86 on the spot to book my new trip FULLY EXPECTING to receive my refund as I had been advised. The Expedia agent gave me the phone number to call for the ins company along with all the info I needed to give them. When I called the ins company I was informed that my reason for cancellation was not covered and I would receive no refund. I called Expedia back to complain and they told me they would listen to the voice conversation to determine if Expedia was at fault. Several weeks passed while they "researched" the recordings. I called on numerous occasions and was on hold for hours each time. I was very patient because I knew when they heard the recording they would know that the agent led me to believe I would be refunded. After endless calls to Expedia I was finally told that the recording proved otherwise and they would not be refunding. I asked to listen to the recording but was told that I could not.
Expedia.com Response
• Jul 02, 2019
July 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund of their flight.
Our records indicate on January 21, 2019, ***, or a person authorized for the account, booked flights for two passengers with *** traveling from Greenville, SC, USA to Munich, Germany on September 24, 2019, returning from Paris, France on October 6, 2019, and a flight protection plan with Travel Guard via itinerary ***.
At the time of booking, the customer was provided the terms and conditions for the flight and the flight protection plan and accepted them. The flight selected for purchase was nonrefundable with no changes allowed. The flight protection plan terms and conditions advised the plan offered limited coverage for certain events and any refunds required approval of the company providing the coverage.
On May 6, 2019 the customer canceled their flights. On a later date, the customer contacted us back and requested that we review the call from the date of cancelation. We reviewed the call and found no errors had occurred.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Jul 08, 2019
Complaint: ***
I am rejecting this response because:
When Expedia sold me the trip insurance the agent led me to believe that the insurance covered cancellations/changes for any reason. When I called in May to change the reservation I was led to believe that my change reason would be covered. The Expedia agent cancelled my reservation for me and made a new reservation for me reflecting the changes. He then gave me the contact information for the travel protection company and told me they would process my refund. When I called the insurance company I was told that the change reason was not covered and there would be no refund. I would not have made the change if Expedia agent would have correctly told me the change reason would not be covered. I spent an additional $3000 to book my new trip with the expectation of receiving the refund for my original trip. I feel Expedia owes me the refund for the original flight because the agent did not properly advise me and gave me incorrect information.
Sincerely
My family of 8 purchased tickets to the DR. In light of the mysterious deaths (12) of Americans, we do not feel it is safe to travel there. Our family vacation to the DR was scheduled 10-17 August. We have been forced to change our destination to CA, where we can eat, drink and sleep in a safe environment, same dates.
Expedia.com Response
• Jul 04, 2019
July 4, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a refund and/or future flight credit of her flight reservation due to the safety concerns of the Dominican Republic.
Upon further research, we are unable to locate an Expedia account related to Ms. complaint. We respectfully request that Ms. provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Ms. concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
On June 5th, at 10:27pm, I bought a ticket for cousin, to fly from Serbia-Belgrade to Canada-Ottawa. The next day she told me she cannot travel and I had to cancel the ticket. The ticket (Itinerary # ***) was canceled on June 6th at 4:20pm. Expedia gave me Airline credit total: C$1,281.28, which was the cost of the ticket.
In the same cancelation email there is the link to Expedia policy that says: "Rules and restrictions as imposed by the airline(s) will be applicable to your fare should you need to change or cancel your flight".
Expedia (that was what ***, *** agent told me) charged my *** $1281.28 on June 5th as "***.
I called Expedia on June 15th to get the full refund. I was told that *** charged *** and that *** policy allows the refund only if in the same day and they cannot give the refund. They gave me the phone number to call . But , ***, said the *** charge was done by Expedia, that *** gives the 24h refund only if tickets are bought via their web site, and that I have to call Expedia back. I asked if I should get the refund and she said that I should get the refund from Expedia.
On June 27 I spoke to Sandy, Jeremiah, and Saima - manager. I was told the same story as the first time, even without listening to me. Jeremiah told me that the ticket cannot be refunded if not returned in the same day. He said that is airline policy. When I referred to *** policy and Expedia policy, he asked which Airline was used. How can he tell about the same day policy of the airline without even knowing which Airline issued the ticket?
What is even more strange, is that on June 5th, I bought the ticket (Itinerary #***) for the cousin at 4:13pm, then realized there was no seat booked from Montreal to Ottawa and canceled the ticket at 10:37pm. That cancellation was accepted without a charge. Since I had to cancel this ticket I bought the disputed ticket above (Itinerary # ***).
Expedia.com Response
• Jul 05, 2019
July 5, 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. We understand Mr. is requesting a full refund of his flight reservation in the amount of CAD1,281.28.
Our records indicate that on June 5, 2019, Mr., or an authorized user of his Expedia account, self-booked a roundtrip flight reservation for one traveler using Expedia.ca, under itinerary ***. The booking was with *** from Belgrade, Serbia, to Ottawa, ON, Canada, departing on July 5, 2019 and returning on August 6, 2019. The total cost of the booking was CAD1,281.28.
Upon further review, we show that Mr. cancelled this reservation on June 6, 2019, accepting an airline credit of CAD1,281.28, subject to an airline-imposed exchange fee of CAD221.94. We can confirm that during the booking process the customer was not advised of a free cancellation if processed within 24 hours of booking, as they are not available for all carriers when booking on Expedia.ca. However, his alternative itinerary, ***, was created on Expedia.com, and had a free cancellation available within 24 hours of booking.
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 Mr. 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 filiates. The Expedia Companies and the Expedia filiates 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 filiates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above Expedia is not able to honor his refund request. We do however show that he contacted Expedia on July 3, 2019 and utilized his airline credit towards a new booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Jul 09, 2019
Complaint: ***
I am rejecting this response because:
- The quoted Expedia policy in the response was not in the E-ticket.
- Expedia policy, attached to E-ticket, which says "Rules and restrictions as imposed by the airline(s) will be applicable to your fare should you need to change or cancel your flight"
- On June 27, at 10pm, I spoke to 4 Expedia customer service employees: I was told that *** has the same day, not 24h return policy
- Called *** and *** me that : "*** refunds tickets if bought via *** website and canceled within 24h"
- Called Expedia on June 28, 2:55pm: Chris, Expedia supervisor, interpreted that the first ticket return within 24h was Expedia US courtesy policy. This policy is not in the ticket but "internal" policy. He said that Expedia CA allows the same day returns. The fact is that the ticket was bought at 4:27am the traveler time (I only paid for the ticket) and canceled at 10:20pm.
- One of *** managers I spoke with told me Expedia charged for the ticket and can cancel the ticket and issue the refund. They can also change the traveler's name, but that might be a bit harder, because multiple carriers are involved. He though canceling the ticket is the easiest.
In conclusion, Expedia misled me as a customer, showed no respect providing inconsistent information, and did everything not to return my money. Based on numerous calls and conversations I am convinced Expedia customer support is anything but the "support" for customers.
I booked a seaworld trip in orlando florida and expedia processed tickets wromg. I was told if I rebooked immediately I would get credit for meal plan and my card would be refunded the original purchase amount but I couldn't wait for the refund had to immediately purchase the tickets. So I did, and guess what..I was told not on;y am I nt getting meal plan credit of $117.00 because although the rep that I spoke to has the recorded conversation, it wasn't in writing and didn't mean anything. But then was told that if I didn't have the ticket refund in an email I wouldn't have gotten that either. I'm not sure what kind of shady business expedia is running but This is ridiculous the games they play. I saved for 2 years to make this trip with my boys.
Expedia.com Response
• Jul 03, 2019
July 3, 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 *** (Revdex.com case number ***) regarding an activity reservation.
Our records indicate that on May 16, 2019, Ms., or an authorized user of the account, self-booked an activity reservation using Expedia’s website, under itinerary ***. The reservation is for *** Tickets, 1-Day, *** Admission with All-Day Dining includes Food and Drinks, for July 3, 2019. We understand Ms. is requesting a refund of $117.00 for the price difference of her original itinerary and the newly purchased tickets for ***.
Because we value Ms. as a customer and regret her experience, Expedia is happy to honor her refund request of $117.00. A refund of $117.00 was processed today, July 3, 2019 back to Ms.’s original form of payment. The time it takes to receive the said refund will depend on Ms.’s credit card company or banking institution. Typically, within 5 – 7 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,
Erika M
Corporate Correspondence Team
Customer Response
• Jul 03, 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 vacation package for flight and hotel for myself, my husband, and my baby from Honolulu to Vancouver. The flight from Honolulu to Vancouver is with ***, the flight back is with ***. When booking, the booking listed that that the flight between Honolulu and Vancouver with *** had a Comfort class upgrade included in the price. After booking however, the ticket was only for regular economy class. I called Expedia and the first couple of calls they first denied that Comfort class had ever been booked. The regular customer service representative eventually forwarded my case to the Corporate office and when they got back to me, stated that the flight had been booked as EconPlus, but that was the *** flight, not the *** flight. I then had to call back again and it took another 2-3 attempts to times to speak to a Corporate manager who looked into the booking again and stated that our ticket was indeed Comfort class and that we had been ticketed as such. However I called *** personally and they stated it is NOT. I have called Expedia back now several times and been told twice that one of their people will call *** directly to work out the issue and get back to me, but I have yet to hear back after several days. In total I have made about 8 calls to Expedia regarding this issue without resolution. As a separate problem with Expedia, I have also called twice about having our middle names added to our tickets so they correspond with our passports. As Expedia has never called back about the *** issue, they also have not called back regarding the name changes either. In the course of this I have generated several "case numbers" from Expedia, the most recent being ***.
Expedia.com Response
• Jul 03, 2019
July 2, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her package reservation.
Our records indicate that on June 10, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation using Expedia’s website, under itinerary ***. Travel is with *** and ***, departing on August 18, 2019, returning on August 24, 2019, from Honolulu, HI, United States to Vancouver, BC, Canada. The hotel reservation is for the ***, with a check-in date of August 19, 2019 and a check-out date of August 24, 2019. A Vacation Waiver was purchased with the itinerary. We understand Ms. is requesting assistance with upgrading her tickets to the Comfort Class and adding middle names on the tickets.
Upon receipt of the complaint, we contacted Ms. by phone today, July 2, 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.
On Fri, Jun 21, 2019, 7:30 PM My wife and son booked a reservation From Tuesday June 25, 2019 to Monday July 1, 2019 cost $1331.88 for a room with Expedia.com at *** the room number was *** and the address is *** Phone: ***
My wife and son checked in around 6pm.
And my wife and son had an extremely unpleasant experience with the receptionist name ***, she was very rude and loud from the beginning and hotel room. *** was very rude and mean from the beginning while checking my wife and on in by trying to hurry us along while being patient and nice to the other occupants. When they first entered the hotel room, my wife and son noticed so many things wrong with the area. The curtains were very dirty, and it looked somewhat like dried blood or dirt. Some of the silverware was missing and the couch seat cushion was visibly ripped open and flies were everywhere, and the bathroom was very dirty. My wife and son went down stair to the receptionist of course *** and they told her about the room and they wanted to change the room to better room but she said that there is no other room, so I called the same receptionist *** from my office around 8:19 pm at *** and she rudely replied that they didn’t have any more rooms and that there was nothing they could do. One of the things that bothered me the most was her behavior towards my Wife and son. Whenever my wife spoke to her or tried to explain anything to her, she completely ignored her presence, never even looked at her.
My wife and son had such a horrible time at this hotel and I’m making sure no one in my family will ever come back to this place. The hotel itself has gotten messier and unclean as time goes on because of the inherent neglect and the people they hire aren’t like the nice ones before. Then I called Expedia and talked with Margie for about 2 hours because their line keeps dropping off, and she said that she has to talk to the hotel manger the following day and I told her to find another hotel for my wife and son and they move to another hotel.
The following day Expedia.com sent the following email:
From:
Date: Wed, Jun 26, 2019, 10:03 AM
Subject: Requested Email: Hotel Cancel - Itin: *** - Case ID : [***8]
To: <***>
Dear ***,
We contacted *** for your cancellation request and despite of giving our best to explain why you want to cancel your booking however, due to their policy in relation to your reason for modifying your reservation, they have unfortunately denied your request.
We regret that we are unable to assist you further regarding your request, and we apologize for any inconvenience this may have caused.
Your understanding on this matter is highly appreciated. Thank you for choosing Expedia.
Realyn
Expedia Customer Service Team
All I would like is to get my money $1331.88 back for the room, which they spent basically no time in at all. They had checked in late around 6 pm, tired from the long trip here, and got no rest trying to clear this situation. It’s not fair to be charged for a messy and disappointing room when most of our time was going back and forth with the receptionist and Expedia.com.
The hotel and Expedia.com are responsible to give our money back.
Expedia.com Response
• Jul 03, 2019
July 3, 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 on June 21, 2019, Mr., or an authorized user of the account, booked a “Pay Later” hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, with a check-in date of June 25, 2019 and a check-out date of July 2, 2019. We understand Mr. is requesting a full refund of his hotel reservation in the amount of $1331.88 due to the alleged condition of the hotel unit.
Expedia reached out to the *** to advocate on Mr.’s behalf, requesting approval to issue a refund for the hotel reservation. Regrettably, the hotel denied the refund request as a contract was agreed to upon check-in, that no refunds will be issued for early departure.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. *** was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Any unforeseen circumstances that have occurred through their services offered, would need to be addressed directly by these providers. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, Expedia’s Terms of Use, which were agreed to by 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.
While we regret Mr.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor his refund request, because the funds are not held by Expedia. We recommend Mr. address the issue directly with the hotel property.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Jul 03, 2019
Complaint: ***
I'm
I am rejecting this response because: We paid Expedia.com and they are responsible for us getting our money back. We didn't pay *** directly so Expedia holds responsibility for us receiving our money back. We barely spent an hour at the hotel and refuse to pay money to a disrespectful and unclean hotel that we spent no time in.
Below are the 3 bookings I made for car rentals on Expedia to be picked up from *** in Edinburgh, UK.
***
***
***
I had a family reunion for Scotland road trip and I paid a premium to Expedia to get higher miles and automatic cars since none of the drivers had experience in driving manual cars in a right hand drive country. I also paid insurance for all 3 cars so I do not have any hassle in a new country. After arriving at the pick up location around 8 PM on June 2nd, *** showed us 3 cars that were all manual with a limited mileage and demanded 2500 pounds insurance on each car. They stated that what they got from Expedia were 3 manual cars, limited mileage and no insurance.
We called Expedia from their location and after being on wait for 1.5 hours were transferred to the corporate office. The corporate office associate took another hour to assess our situation and agreed to help us by letting Expedia pay the extra amount required to book automatic cars with insurance and higher mileage. He placed us on a brief hold but never came back until the call got disconnected automatically. It was midnight by that time and the car rental company had to close their shop so we left. Between midnight and 6 AM the next day I called Expedia twice again. Both times I was on hold for 2 hours, got transferred to the corporate office who agreed to help us but then disconnected the call. No call back from them even though they had my number. We had to start our drive at 8 AM so running out of options we booked the cars ourselves at a higher cost from Enterprise.
When I came back to the US, it again took me 3 calls (2 hours each) to reach to the corporate associates who reimbursed my booking since it wasn't fulfilled but did not refund me the money I had to pay to book rentals at a higher rate because of their fault. There were no notes/logs taken of our calls. It was a clear case of cheating and letting the customer down.
Expedia.com Response
• Jul 05, 2019
July 5, 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 three car reservations.
Our records indicate that on May 2, 2019, Mr., or an authorized user of his Expedia account, self-booked three car reservations using Expedia’s mobile app, under itineraries ***, *** and ***. The reservations were with ***l for pick-up on June 2, 2019 and drop-off on June 7, 2019, for “Automatic transmission, air conditioning, 475 miles, 0.25 GBP/1 miles” Fullsize SUVs. The cost of each booking was $241.89 for the rental plus $66.00 for a Collision Damage Plan, all paid at the time of booking. We understand Mr. is requesting a refund in the amount of $3080.00, incurred for renting alternative vehicles, due to the original vendor not offering vehicles with automatic transmission and unlimited mileage upon pick-up.
Upon further review, we can confirm that Mr. booked all three itineraries for automatic transmission and the booking details were forwarded to *** by Expedia.
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 vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Nonetheless, as the original bookings were not utilized by the customer, on June 18, 2019, Expedia issued a full refund in the amount of $307.89 per itinerary, back to the original form of payment.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is not able to honor his refund request for $3080.00.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Jul 05, 2019
Complaint: ***
I am rejecting this response because:
1. According to *** the vendor, details that were transferred from Expedia to them were 3 manual cars with limited mileage. Also, Expedia did not transfer any information on the insurance I obtained from them. It was not the fault of the provider but Expedia since they were ready to provide me with the cars with the terms and conditions that Expedia sent them.
2. All Expedia professionals I spoke to over the phone when I was in the middle of this situation acknowledged that there has been a fault from Expedia in sending the vendor the correct details. They were therefore willing to help me by paying the difference of cost or by booking new vehicles for me at Expedia's cost. I spoke to 3 corporate associates that night and all of them promised to help me but after they heard or saw the cost they dropped the line abruptly. They knew it was Expedia's fault. They all had my number but I never got a call back.
3. If refund was the only option an option they could have talked to me on that night, gave me my refund and told me to book the cars on my own expense. It never happened. Expedia never returned me the original payment till I was back in the US after 2 weeks and had to follow up with Expedia by calling them twice, wait for another 3 hours to talk to a corporate associate. If Expedia was honest and transparent, I should have got a call that night and got my money refunded. Everyone was just trying to ignore the situation
I made a lodging reservation and paid for it online with expedia.com. One week before my trip, I called to ask a question about my reservation and discovered that it had never been booked. I called Expedia and they acknowledged that they failed to book my reservation, so it was canceled. Then, they charged me a $1,600 cancellation fee! That was for a reservation that was never booked. After spending 4 hours on the phone for 2 days, I made no progress in clarifying because the operators are useless. They have yet to withdraw the cancellation charges, even though they acknowledge they failed to actually make the reservation and it was their fault.
Expedia.com Response
• Jul 07, 2019
July 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on April 7, 2019, ***, or a person authorized for the account, booked a hotel reservation with the *** by the *** – Islandside – 3 Br Condo for five nights, checking in on July 1, 2019.
The hotel advised on June 24, 2019 that they would be unable to provide the reservation. We spoke with our customer on June 27, 2019 and advised of the cancellation.
We understand that out customer is stating that they were charged by the hotel for the reservation. The booking included a billing arrangement that was directly with the hotel. The customer may contact the hotel directly with any billing questions.
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 bought a Flight Ticket through Expedia, and due to an Emergency I canceled the fight less than 24 hrs. I was notified that their would be a cancelation fee and I would not get a full refund just credit. Couple months after I Contacted Expedia three times to use my Credit for a new Ticket and they have been giving me a hard time saying they can not use the Credit and all calls have disconnected and they never call back, when they have my call back number.
Expedia.com Response
• Jul 05, 2019
July 5, 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.
Our records indicate that on December 24, 2018, Ms., or an authorized user of her Expedia account, self-booked a one-way flight reservation for one traveler using Expedia’s mobile app, under itinerary ***. The booking was with *** from Guadalajara, Jalisco, Mexico, to Tijuana, Baja California Norte, Mexico departing on December 29, 2018. Ms. cancelled her reservation on the same day, receiving an airline credit for future use for the value of her ticket ($122.98), subject to an airline-imposed penalty fee ($59.48), plus any price difference at the time of ticket reissue. We understand Ms. is requesting a full refund of her flight reservation in the amount of $122.98, as she attempted to use her airline credit but was unable to have her ticket reissued.
Upon further review, we show that Ms. called in on March 2, 2019, to use the airline credit of $122.98. The customer requested a flight from Guadalajara, Jalisco, Mexico, to Tijuana, Baja California Norte, Mexico for April 6, 2019. The agent who assisted the customer located the desired flight and attempted to quote the new rate. Regrettably, the call disconnected, and he was not able to reach the customer for further assistance.
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 as dictated by the airline. In addition, at the time of booking Ms. agreed to Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above we are unable to honor her refund request. However, her airline credit is still valid and can be used for travel before December 22, 2019.
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.
Fully false advertise trip insurance. Does not reimburse cancellations of rooms where we booked even if 6 days out on cancellation and you have purchased trip insurance.
NEVER USE EXPEDIA. there are so many other sites that I have found are much more reputable and provide outstanding customer service.
If I could have given zero stars I would have. Expedia cost me several hundred dollars with their false advertising
I contacted expedia about a refund and they told I could only get it done if I gave them a *** play card for a $150 dollars because that is the only way it work then when I gave them that information they told me it could not be done I would need to send them another$500 *** play card and then the
And yet would refund me the room charge I was disputing plus $100 .so they would keep $50 and refund me the cost of the room plus $100 .
Expedia.com Response
• Jul 01, 2019
July 1, 2019
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel reservation.
On June 25, 2019, Ms. self-booked a hotel reservation online for a total of $154.60. Upon researching the customer’s complaint there is no record of the customer speaking to any Expedia.com agents. It is very likely the customer did not dial the Expedia.com customer support phone number. Expedia will never ask a customer to purchase a gift card in order to cancel a reservation. We would suggest that the customer contact Expedia.com by phone for immediate assistance. The customer may also wish to contact her financial institution if she believes she may have been the victim of a fraud related case.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-397-3342.
I purchased an airline ticket through Expedia and their policy states the airline (***) allows the purchaser to cancel their flight without penalty fees for a full refund within 24hours. I booked my flight and canceled within the permites time Expedia sent a confirmation that the amount I paid would be 100% refunded within 3 weeks. It has now been over a month and I have called the airline and Expedia and there has been no refund and no contact from either. I have read the terms and conditions of the airline and of Expedia and I canceled Before the grace period therefore am entitled to a full refund. I have made numerous calls and have not been reimbursed. My calls have been from 1 to 6 hours with no help from the supervisors or staff
Expedia.com Response
• Jul 02, 2019
July 2, 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 Mr. ***, Revdex.com case number *** requesting a refund of $944.40.Our records indicate on May 24, 2019, Mr. *** or an authorized user of the Expedia account purchased a multiple destination flight departing May 25, 2019 from Tijuana, Baja California Norte, Mexico to Mexico City, Distrito Federal, Mexico and returning on May 27, 2019, via ***. A confirmation email was sent on May 24, 2019, it was opened once on May 25, 2019.
Upon receipt of Mr. *** complaint, we investigated the issues which were brought to our attention. We can confirm Mrs. called in to cancel the flight. Our representative advised since it’s a low cost carrier she must contact the airline directly to cancel. Mrs. stated she contact airline and was directed to Expedia. She requested to speak with a supervisor. Mrs. call was taken over by another representative. Mrs. would like to cancel the reservation, our representative advised that she needs to contact the airline since it’s a low cost carrier. Mrs. insisted and our representative contacted the airline on her behalf. The airline agent Marco advised the reservation has been cancelled and Mrs. will refunded within three weeks. On June 25, 2019, Mrs. called to do a follow up on the refund for the cancelled flight. Our representative advised she needs to contact the airline and follow up on cancelling. On June 26, 2019, Mr. called to do a follow up on the refund. He stated he received an email that stated the refund was already processed and then he received another email that stated he needed to call airline for the refund. He was advised he would receive the refund within three weeks but has not receive as yet; he asked for a supervisor. The call was escalated and taken over by another representative. Mrs. was calling to do a follow up on a refund. Mrs. advised the reservation was cancelled within 24 hours and was advised that the refund may take up to three weeks. But now it’s been more than a month and she's not got the refund. Previous notes reflect that the airline representative advised our agent of a full refund within three weeks. Low cost carrier flight, checked airline website and it reflects $0.00. The card information is the same that is in the billing history last four digits ***. Mrs. says she only has a charge and no refund on her statement. Our representative called the airline to try and confirm the date of refund and the status but the call kept disconnecting. Called twice and disconnected both calls. Mrs. stated she has waited longer than she had to and wants a resolution right now as she's been waiting for more than a month and if she is not refunded she might incur interest on the card. She request to speak with a higher level who can resolve this over the call. The call was taken over as Mrs. was asking for a person that could resolve the issue. Mrs. was advised since the airline on May 24, 2019 that it would be within three weeks for her refund and she has not received she can file a dispute directly with her bank. Advised Expedia is not the merchant of record and did not charge her card for the flight and cannot issue a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
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
1. I changed my hotel check-out date (5/19~24 ? 5/19~22), and then no refund.
a. In Expedia[E] app, 'no-show or change fee' equals to the first night’s rate.
b. The hotel and [E] said each other denied refunding, charging me two nights’ rate.
c. I asked [E] to provide me with the proof that the hotel denied refunding, but [E] had not, kept saying the hotel denied.
2. I changed my flight schedule too, and I had to waste $800.
a. After I changed, in [E] app, there were two flights from China to Korea, so I asked [E] three times before I took the flight, but [E] had not answered. I asked if the receiver was not in charge of it, forward my case to someone who could do it. But [E] ignored.
b. [E] emailed me before I took the flight, merely saying Call [E].
c. Next day, [E] told me that because I took changed flight instead of the bundled flight, I could not take or cancel the flight from Korea to the US that I booked before. If I knew that I would’ve not changed schedules.
d. I had to book another flight to the US, wasting money.
3. I booked two hotels in duplicate.(6/22~24) So, I requested [E] to check if I could cancel one of them without penalty. But [E] has not checked and not refunded yet.
a. I requested several times, but [E] always told me that [E] could not contact the hotel manager for more than 25 days.
b. So, I contacted the hotel manager directly and got free cancelation. It took only 90 mins.
c. I forwarded it to [E] but [E] keeps saying that it is still in the process of contacting the hotel, not refunding.
To resolve the above issues, I called and emailed several times.
1. If I call [E] spending 30~60 mins, [E] always wastes time, checking the case and then say it will email me later.
2. Then, [E] does not usually email me or sometimes email me merely saying that “Call [E]” or repeating(copying) same scripts.
3. If I email or leave feedback in [E]’s website, #2 happens again. So, I have around 40 email threads.
4. If I call, #1 happens again.
Expedia.com Response
• Jul 02, 2019
July 2, 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 Mr. ***, Revdex.com case number *** requesting a refund of $800.00.Our records indicate on April 3, 2019, Mr. *** or an authorized user of the Expedia account purchased a multiple destination flight departing May 3, 2019 from Columbus, OH, USA to Beijing, China and returning on May 24, 2019, via ***. A confirmation email was sent on April 3, 2019, it was opened once on April 3, 2019.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 22, 2019, Mr. called in and advised he changed his flight on his mobile application and it resulted in a new booking itinerary ***. Mr. wanted to change his departure flight May 24, 2019 to depart on May 22, 2019. Our representative verified it was a new booking that resulted in a new itinerary *** and Mr. had already used that flight. Mr. was wondering what will happen with this itinerary. Our representative consulted with the airline, asked the airline if we could remove the segment for May 24, 2019 and if Mr. would be able to use the flight on May 29, 2019. The airline advised that was not possible. Expedia must change the flight with normal change policies per airline rules. Our representative was able to verify if we try to change the return flight the cost will be $7686.59. Mr. was not okay with that since he is claiming a site error. Our representative retrieved our back-office system and was able to verify there was no site error. When the new itinerary was created the original itinerary was not accessed, Mr. created a new reservation. There was no access to the original itinerary to process an exchange and the best option would be to book a new ticket. The itinerary is a lost value in case of refund. Our representative sent Mr. the following email,
“Dear ***, This email is to inform you that as per the investigation performed by one of managers, we were able to confirm that there was not any error on our system (mobile app), so In this case the best and less expensive option is to book a new ticket for you to travel on may 29th, because if we tried to change your original itinerary the airline will collect a penalty plus difference in prices and at this moment that change will result in a charge of more than $7,000.00, that''s why we recommend you to better book a brand new ticket. To submit a formal complaint, you can access to your Expedia account and click on "Support" and then on "Feedback" and from there select the best option.”
Our records indicate on May 13, 2019, Mr. or an authorized user of the Expedia account booked a five night hotel reservation at ***, checking in on May 19, 2019 and checking out on May 24, 2019; via ***. A confirmation email was emailed to the email address on the Expedia account, it was first opened on May 13, 2019 and reviewed five times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 20, 2019, Mr. called in to change the checkout date to May 22, 2019 instead of May 24, 2019. Our representative called the hotel and they advised us to send them an email since there was a language barrier. Expedia emailed the hotel on May 20, 2019 asking for a waiver for the date change. On May 21, 2019 and May 24, 2019 Expedia emailed Mr. and advised the hotel property denied the refund request. From May 20 – 31, 2019, there were numerous emails communications between Mr. and Expedia, and Expedia and the hotel about the date change and waiver of the penalty for a refund. On May 21, 2019, on of our representatives contacted the hotel and Mr. from the hotel advised that the hotel will follow the hotel policy, as the reservation is in penalty, the hotel does not agree to authorize a refund or cancel the reservation. Mr. called in for a follow-up. Mr. contacted Expedia yesterday and was advised to contact us today. The call was escalated and one of or representatives took the call over and contacted the hotel. The hotel denied the waiver. Mr. asked for a callback after one hour. The representative called back and the line went unanswered, tried several times unsuccessfully.
After further review on July 2, 2019, Expedia was able to verify when the reservation was booked on May 13, 2019 it was within the hotel’s penalty. The *** cancellation and change policy appeared as follows: ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must also adhere to the policies dictated by the hotel in this case.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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 02, 2019
Complaint: ***
Dear Revdex.com and Expedia,
Thank you, Revdex.com. At least Expedia replied me this time and did not tell me “Call Expedia”. I rejected the response because Expedia had not answered my questions.
1. I requested Expedia refund at least one-night rate and also provide me with the proof that hotel denied the refund.
a. Expedia provides with the refund policy which is different with what I captured on May 21. I will attach my capture file. Why are they different?
b. I requested the proof, but Expedia didn’t.
2. I requested refund some of the flight cost because Expedia had not answered my questions and requested in a timely manner.
In China, it was not easy to check reservation status and call to change, so I asked Expedia to help before I took the flight on May 22.
That’s the reason why I use the travel agent and pay them. But Expedia ignored my requests. And in this email, Expedia has not mentioned about this part at all.
I already know what Expedia wrote.
WHAT I AM TALKING ABOUT IS WHY EXPEDIA HAD NOT ANSWERED BEFORE I TOOK THE FLIGHT, EVEN THOUGH I ASKED ABOUT IT THREE TIMES.
3. Actually, now I received the refund from ***. However, it took more than 20 days even though I spent only 90 min to cancel without penalty, without Expedia’s help.
To be honest, I do not trust Expedia anymore.
If I had not contacted *** directly, Expedia would keep talking to me that it has tried to contact the hotel but failed and I would have to waste another $320.
The one who canceled the reservation was me, not Expedia.
Even after I canceled the reservation without penalty, Expedia, the world biggest OTA, spent another 2 weeks to simply check the fact what I did.
I paid, because Expedia is an agent, but I solved it, because Expedia even had not been able to contact the hotel.
Because of these experiences, I am not sure that Expedia had worked for me as an agent when I asked about the flight issues BEFORE I TOOK THE FLIGHT.
I booked a rental through expedia a month ago or so. I called june 25th to confirm my rental only to find out that expedia sent my reservation to a private place where they only take private jet customer. Upon finding this out. The *** location told me to call back Expedia to have them switch my reservation. Upon doing that expedia could not find a location to accommodate me. They wanted me to then pay a $500 difference to get a similar car at a different location. This is where the problem came about because I did not have that kind of money to go from $409 to now $1109. I then told expedia I can not afford that and they should accommodate me because they messed my reservation up. Then refused. And said they can cancel my reservation and my money would be available to me 7 business day later. Which that does not work for me. Because that is the only money I had an the card to book the rental. Now my family is suck we have a trip to go to in north carolina june 29 to July 6th which my wife surprise birthday party will be. She does not know anything about this. So now I'm scared that all this will go to waste. We have been planning this trip for about 6 months the place has been paid for and everything. So now what how can we go now without transportation and my funds are being held because of expedia wrong doing. Please I would like to report them. Yesterday they had me on the phone from 320pm to 1230am. Then tonight for another 2hrs no one is helping they have me on hold. No one wants to help me from expedia. Please I'm asking you guys to help me. This trip is this Saturday. Thank you.
Expedia.com Response
• Jul 02, 2019
July 2, 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 Mr. ***, Revdex.com case number *** requesting a refund of $409.00.
Our records indicate on June 5, 2019, Mr. or an authorized user of the Expedia account booked a seven day rental car with ***, picking up on June 29, 2019 and returning on July 6, 2019; via ***. A confirmation email was sent on June 5, 2019, it was first opened on June 6, 2019 and reviewed six time.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on June 25, 2019, Mr. made multiple calls into our Customer Service Department, advising the *** location only rents to passengers that come off private jets. Our representative verified the reservation and contacted *** and they were not available. Our representative advised Mr. that this type of reservation cannot be changed nor cancelled and followed-up with an email. Multiple calls were made to ***, Expedia was advised the reservation could be changed to *** location and was also advised the pickup location closes at 5:00pm.
After further review on July 3, 2019, Expedia reviewed the back office system and was not able to verify the detailed *** information for rental location “***”, “ only for passengers off private flights”. Expedia contacted *** and they confirmed the location is only for passengers off of private jets. *** confirmed Mr. reservation had been cancelled and that he should receive the refund within seven to ten business days.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.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above, Expedia as a one-time courtesy has applied a $50.00 voucher to your Expedia account. The voucher is valid for a, “pay now hotel” or a “pay now hotel and flight”. The voucher is valid until August 31, 2020 and good for anyone making a booking while being logged into Mr.. Mr. can review the terms and conditions of the voucher on the Expedia site.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• Jul 02, 2019
Complaint: ***
I am rejecting this response because:
I will not accept this because of expedia error my vacation is ruin I could not use my card to go on our trip we paid thousands of dollars and find our self stuck because my card was on hold and I didnt have enough money to pay for my trip so I need expedia to give us back a $400 credit not $50. The manager at Expedia was offering $200 so why would I accept $50. If they wish not to accept my offer I want my camplaint to be publicly announced. Thank you for your patience.
Sincerely
On 6.22.2019 around 10pm my boyfriend booked flight #***. He
paid 21.00 for the cancellation insurance plus your email said I
had 24 hours to cancel for a refund. When I made the first call to
*** the guy was very rude and said I could not cancel. I told him
he was wrong and all he did was argue. When I hung up all of a sudden I got
and email saying the 21.00 insurance was cancelled.WE DID NOT CANCEL IT SO
THAT *** HAD TO. I called again several other times to the same number
and got the same runaround. I finally called *** twice and got a
supervisor that said they would connect me to the US and after waiting 35
minutes was AGAIN disconnected and they did not call back. So I made a call
again and the same crap.Your company is a bunch of crooks and
since I recorded all the phone calls I plan on filing a complaint
as your company hides and misleads people. I had booked another flight #
*** thinking I could cancel the first one and now I am stuck with
both flights. I want both flights canceled and all our money as We
tried to cancel online. And by phone and couldn't even do that. You are a
*** bunch of crooks that need to be closed down. I have decided to file
with the attorney general and go to the media if we don't get full refunds as your website is very deceptive, you hide or do not disclose your policies and by allowing us to buy cancellation insurance left us with a false sense of security.
Expedia.com Response
• Jul 02, 2019
July 2, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on June 22, 2019, Ms., or an authorized user of her account, self-booked a flight reservation using Expedia’s Website, under itinerary ***. Travel is with ***, departing on July 9, 2019, returning on July 16, 2019, from Norfolk, VA to Tri-Cities, TN. A Cancellation Plan was purchased with the itinerary.
On June 23, 2019, Ms., or an authorized user of her account, self-booked a flight reservation using Expedia’s Mobile App, under itinerary ***. Travel is with ***, departing on July 9, 2019, returning on July 16, 2019, from Norfolk, VA to Tri-Cities, TN. A Cancellation Plan was purchased with the itinerary. We understand Ms. is requesting to cancel both itineraries and be issued a full refund for the unused flight reservations.
Upon receipt of the complaint, we have verified that the booking details were displayed for review and confirmation during the booking process and right before the reservation was completed. This was also provided on the email confirmation. The following mandated flight cancellation and change policy was advised and accepted by Ms. at the time of booking:
*** Basic Economy Fare Rules
Restrictions include:
· Airline assigns seats
· Bring a carry-on bag
· Pay to bring a checked bag
· No refund 24 hours after booking
· Changes not allowed
· Bring a personal item
· Upgrades not allowed
· Board in the last group
Furthermore, a hyperlink was provided that allowed Ms. to view the coverage of the Cancellation Plan before finalizing the purchase and after the purchase was completed. This was also provided on the email confirmation.
On June 23, 2019, itinerary *** was voided; to which, the authorized amount was released due to the cancellation of the reservation. The purchased Cancellation Plan of the itinerary was also cancelled and a refund of $23.00 was issued back to the original form of payment used to book the reservation.
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. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, at the time of booking, Ms. agreed to Expedia’s following Terms of Use:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
While we regret Ms.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor her refund request on itinerary ***, because the funds are not held by Expedia.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Jul 02, 2019
This the 23.00 they said in their response. mpany wtites a long drawn out response to confuse me as a consumer but they are basically full of ***. They allowed us to buy the travel,protection for 21.00 NOT the 23.00 the quoted in their response. They gave us a false sense of security making us think we could cancel before 24 hours. But it doesn't matter as we will never use this piece of garbage company ever again
Complaint: ***
I have two issues. I have received 3 of my 4 refunds. I canceled a trip to Punta Cana (itinerary #***). I paid for the extra insurance for this trip which means the $200 per ticket flight "change fee" should be refunded. I am owed a total of $400 for this fee (new itinerary #***). I have been told that it is in process 2x, but have not received it back when I should have. When I call to check on the status, I have been placed on hold for over 2 hours one time, told I would receive a call back within 24-48 hours another time (never occurred) and then was told I would be connected with a supervisor and wasn't. I have asked for their corporate contact information and was told they do not have it and cannot transfer me.
The other issue is that I was told I would be on the same flights as the others that I am traveling with. There are 3 separate groups. When I called to inquire about the last leg of the trip that does not match the others, I was told I would be contacted within 24-48 hours. That never happened. It is impossible to speak to someone with Expedia when there is an issue. I'm not sure what else to do. They have told me that they can/will listen to the previous calls and will fix the issue, but that is clearly not happening.
Expedia.com Response
• Jul 05, 2019
July 5, 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 package reservation. We understand Ms.-*** is requesting
a refund of $400.00, and for her return flights to be changed.
Our records indicate that on April 9, 2019, Ms.-***,
or an authorized user of her Expedia account, self-booked a package reservation
for two passengers using Expedia’s website, under itinerary ***. The
package included combined one-way fare flights, hotel accommodations and a
travel protection plan. The outbound
trip was with *** from San Francisco, CA, USA to Punta Cana,
Dominican Republic, departing on July 8, 2019. The return trip was with ***
***, from Punta Cana, Dominican Republic to San Francisco, CA, USA, departing
on July 14, 2019. The hotel
accommodations were with the ***, Punta Cana, Dominican Republic
for a check in on July 9, 2019 and a check-out on July 14, 2019. The total cost of the package was $3,404.41
($2,450.26 for the flights - $678.00 for *** and $1,375.86 for
***, and $1,350.55 for the hotel and travel protection plan). The
itinerary was cancelled on June 14, 2019, and a full refund of the hotel
portion was issued on the same day. An airline credit for future use was issued
for the value of her *** tickets on the day of cancelation, and a
full refund of the *** tickets was processed on June 19, 2019.
Upon review of the customer’s complaint, we can confirm that on June
15, 2019, Ms.-***, called Expedia requesting assistance to book new flights
using her ***’ credit. The
new reservation is from San Francisco, CA, USA to Oranjestad, Aruba, departing
on July 8, 2019, and returning on July 14, 2019. We reviewed the recording of the call and can
confirm Expedia’s agent advised the customer of the airline policy, stating
that the flight reservation is non-refundable and if changed, there will be
reissuance fee of $200.00 per person, plus any difference in fare. Ms.-*** was asked to verify the booked
flights through the confirmation email sent at the time of booking, and she stated
the itinerary is in good order.
Expedia serves as third-party intermediary with travel providers
such as hotels, car rental agencies and *** and is subject to the rules
and restriction of those providers. We hope you understand we must adhere to
the policies dictated by the vendors. Additionally, at the time of booking the
customer accepted Expedia’s Terms of Use, which expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
While we regret Ms.-***’ experience was not as we would
have hoped, based on the information provided above, Expedia is unable to assist
her in changing her flight without following the airline’s policy.
In respect to Ms.-***’ refund request, Expedia processed
a refund of $400.00 on June 26, 2019, back 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.
I recently bought a flight through Expedia.com to fly from Boston to Jacksonville round trip June 21st-June 23rd. I purchased the travel insurance/protection just to be safe and unfortunately I ended up having to cancel my flight due to an unforeseen medical situation. The condition was previously undiagnosed and untreated albeit non life threatening it did make me unable to go on my trip. So after getting my medical situation under control and realizing I would not be able to take a three hour flight in my current condition I called Expedia to cancel the flight and utilize the the travel protection I wisely decided to purchase from them weeks earlier. But when I called to cancel and get a refund for the ticket price they told me that despite the fact I bought the protection on their website, they didnt sell it and cant guarantee the cost of the flight. They told me to contact a very sketchy sounding third party company so I could put in a claim with no guarantee there that it would be accepted. First, this is ridiculous, you offer something on your site you better back it up, especially with nothing anywhere stating you'll have to go through a suspicious sounding company you have never heard of. Second, what is the point of the travel protection/insurance if all I got for paying for it was the ability to call what very well could be a shell corporation and "place a claim" that most likely would not be approved. I didnt miss the flight because I was lazy or late, I was being administered test after test at a doctor's office to make sure my illness wasn't extremely serious. Did Expedia help or even care? Nope. They told me the basic customer service line of we technically don't sell that protection so we don't have to refund you. They never said otherwise and frankly, should be made to pay for misleading me as a consumer. I tried contacting them but again, they didnt even give me the time of day.
Expedia.com Response
• Jul 03, 2019
July
3, 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. We understand Mr. is
requesting a full refund of his flight reservation in the amount of $338.59.
Our records indicate that on June 7, 2019, Mr., or
an authorized user of his Expedia account, self-booked a roundtrip flight
reservation for one traveler using Expedia’s website, under itinerary
***. The booking is with *** from Boston, MA, to Jacksonville,
FL, departing on June 21, 2019 and returning on June 23, 2019. The total cost of the booking is $338.59 - $316.59
for the flight and $22.00 for the Cancellation Plan. The
details of Mr.’s Cancellation Plan coverage were provided during his
booking process, and by selecting to complete his booking he acknowledged that
he read and accepts the provided Rules & Restrictions.
At the time of booking, a confirmation email
was sent to Mr. with his booking details, including the following:
You have
purchased the travel protection plan (link: https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=US&StateCode=NW&ProductCode=009165&PlanCode=P1&FileType=PROD_PLAN_GM). Please refer to your itinerary number when
calling to ask or file a claim (link: https://claims.travelguard.com/myclaim).
Upon
further review, we show that Mr. sent us an email on June 21, 2019, requesting
a full refund as he cancelled the flight due to medical reasons. The customer
stated he purchased the Travel Protection Cancellation Plan and was advised to
file a claim through the provider. The customer then requested Expedia to
process the refund as he purchased the protection on our website.
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 vendors. Additionally, Mr. accepted
Expedia’s Terms of Use, which expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
While we regret Mr.’s experience was not
as we would have hoped, based on the information provided above Expedia is
unable to honor his refund request. We respectfully request that he follows the
instructions of his Cancellation Plan to file a claim directly with its
provider.
We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Customer Response
• Jul 05, 2019
Complaint: ***
I am rejecting this response because: it is unacceptable. I want a refund. I will continue rejecting this awful companies responses until I get one. I thought the Revdex.com stood up for consumers. It doesn't seem like it right now. Do something!!
Sincerely
We booked a reservation through Expedia for the *** in Washington D.C. from June 20th- June 23rd. We requested a handicapped accessible bathroom because a member of our party cannot stand on her own and cannot bathe in a regular tub, or get in beds with a higher height. We had to help her in and out of the bed because of the height, and they didn't have a shower chair for her to use. I went to the management and they basically told me tough luck, and that they didn't have any shower chairs for the handicapped accessible bathrooms. They only offered us a dirty metal chair that was used in the main office to seat visitors as they are checking in. To my understanding, this is an ADA violation because there weren't any proper accommodations for us. Aside from this major complaint, there were others. We couldn't connect to the WiFi, and sheets were dirty and the floor was filthy behind and around the beds. The towels didn't smell clean, and to top this off, someone was nearly able to enter our room at 5:30 am the morning of our departure. The only thing that stopped them was the metal latch barely going over the door. It's very frustrating as I reached out to Expedia support on ***, Monday, June 24th and I'm told to keep waiting and that I'll hear a response within 72 hours. No email ever came. I keep getting told to wait and wait while they do nothing. I'm told the "offline team" is not able to contact their "vendor". I'm told we'll resend a request again. Why is this taking so long? Why does Expedia allow such a horrible hotel to remain available for customers to book? If this is not resolved, I'll never book through Expedia again, and I'll be sure to pass along this information to every source I have access to. This has been a terrible ongoing issue not with just the horrific hotel, but Expedia as well. They have done absolutely nothing to help the situation.
July 3, 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 Mr. ***, Revdex.com case number *** requesting a refund of $416.06.
Our records indicate on April 25, 2019, Mr. or an authorized user of the Expedia account booked a three night hotel reservation at the ***, checking in on June 20, 2019 and checking out on June 23, 2019, via ***. A confirmation email was sent on April 25, 2019, it was first opened on April 25, 2019 and reviewed once.Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on June 13, 2019, Mr. had a CHAT communication with one of our representatives. Mr. was requesting to change the credit card on file. Our representative contacted the hotel and they advised to change the card on our end. Mr. was advised with the change the rate would change and he decided to cancel. Our representative offered a new hotel and quoted a new rate of $348.23, Mr. declined and the CHAT became inactive. No change were made to the reservation. Mr. called back later to use a different credit card on the reservation. Mr. claims that he does not want to cancel and rebook at a higher rate. Mr. stated the hotel had already approved the card. Our representative contacted the hotel and they advised that Mr. should arrive early so they would be able to charge the new card, if not they will cancel the reservation. Advised Mr. of what the hotel advised and the conversation ended. On June 24, 2019, Mr. called in complaining that he requested a handicapped accessible room. He advised there was a metal chair for the shower, the sheets were dirty and had an odor. Says someone tried to access entry to their room but was stopped because of the metal latch. He also advised there was a burning smell from the air conditioning unit. Our representative called the hotel and was unable to speak with anyone. Our representative emailed the hotel asking for a refund based on Mr. complaint. On June 30, 2019, one of our representatives follow-up with the hotel front desk and they advised the reservation was used in full and they would not Expedia to issue a refund.After further review on July 3, 2019, Expedia was able to verify the reservation was booked for a deluxe room with two queen beds. Per *** the reservation was used and *** would not authorize Expedia to issue a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.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 Mr. experience as a one-time courtesy Expedia has applied a $100.00 voucher to his Expedia account. The voucher is valid towards a “pay now hotel” or a “pay now hotel and flight”. The voucher is valid until August 31, 2020, for anyone who books while being logged into Mr. account. The terms and conditions are also listed on the voucher within the Expedia account.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: This doesn’t help me at all. It would be fine if I was able to get even a partial reimbursement. This credit doesn’t even help me any.
Sincerely
I book a Alaskan Cruise via www.expedia.com in 13/May/2019 and paid $2508.00 online for me and my daughter. (***s, Ship name: ***, Itinerary#: ***, Travel dates: Jun 15,2019 - Jun 25,2019). For this trip, I travelled from China to the San Jose(I am living in China and my daughter is living in San Jose) and drived to the harbour in Jun 15 early morng. However, we were stop at the entrance and cruise staff told us we were not able to get on the ship because we did not have Canada Visa. We tried hours with expedia call center to solve this issue, but we could Not get on board and my daughter was sobbing uncontrollablely. After that We complained to Expedia, because they could tell us we need a Canada Visa because the ship is from San Francisco to Alaska, we have US Visa. and we want Expedia to discuss this issue with Cruise Line. However, the manager of Expedia said, the entire problem is with the customer because (1) they had emailed us all the information to me and (2) also I did not call them, and (3) I have to DO research via the 3rd parties, so they could NOT do anything to us and also No refund. the fact is Expedia email me a email when I paided completely, and wrote " thanks! your cruise is booked! no need to call to reconfirm." and I also went through all the web pages via the email even the Expedia.com because I knew I am not US citizen, I DID NOT find any information that we need Canada Visa ! My friend who lives in San Jose called Expedia customer line before we departure 2 weekd ago and they did not mention it. Furthermore, we have US VISA and at least we can be on boeard cruise and stay in the cruise when the ship arrived Canada, because the destination of cruise is Alaska, it is US land ! It is our first time to tour via Cruise and the Expedia offered us terriable information services which does not even work. shall I become scholarship after doing the research the manager asked?
July 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case *-***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a cruise. We understand *** is requesting a refund or to reschedule.
Our records indicate on May 17, 2019, ***, or a person authorized for the account self-booked a 10 night cruise aboard the ***, to sail to Alaska from San Francisco, with ***, via itinerary ***.
At the time of booking, the customer agreed to the website Terms of Use, which included:
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through.
The customer contacted Expedia after the cruise was missed, and requested a refund. After the cruise departed it was nonrefundable and could not be rescheduled. Based on the website Terms of Use that the customer agreed to Expedia will be unable to provide compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
1, we have gone through EVERY PART of www.expedia.com website, there is only ONE page about visa. we tried the portal many times and we can not see we need a Canada visa .Because we have legal USA VISA, and we trip from San Francisco to Alaska, both of them are US. The Expedia respond said they have urge us, however, the truth is NOBODY mention to us at all.
2, it is our first time to take Cruise. but, I have a lot of international travel experiences. if we take a flight from San Jose to London, we will travel through lots of countries. Do we need their VISA ? NO! Even the flight will stop at some country. even if I am in the airport , I still DON'T need that country's visa. the same as our understanding, the destination is Alaska, we just stay at Cruise when the ship pass the Canada. NOBODY tell us we can not board, if your guys do the research, you will find NO information.
3, As Expedia respond, we claimed after the Cruise departure, that is NO TRUE ! we called Expedia customer service lines when we at harbor before the Cruise departure to solve the issue.
4, we did our best to get all the information from Expedia but it is useless. and the Expedia can not say our website has declared the term and you have agreed. you have the term but it does not mean you DO NOT have service. if so, why your website just write" we only sale, no service, no legal Responsibility, no...." . that is much more simple for your customers.
Sincerely
I've purchase a Round-Trip to Brazil for my sister. But for personal reason she had to postpone her return to the USA. She tried to change flights with the airline, but the airline said the ticket are on hold by Expedia. I called Expedia 5 days before the flight to change it, instead they tried to sell a brand new ticket for $2,000.00. I said: I've spoke to the airline, and they told me you should charge me only US$150.00 for each flight, total should be $450.00. The Expedia attend (named: Jus P) told me he called the airline, and he can change my flight for US$ 1,550.00. Do he really believe that I have not noticed he was trying to sell the same $2K ticket minus the 450? I asked to cancel my reservation and refund the remain money of the ticket. He said all the money, paid for the ticket was used in one way, there is no money to be refund for the return. I said: Are you telling me the trip from Brasil to USA is free, right? You should give me a free ticket then from Brasil to the USA, I hung up the phone. In the bottom of my reservation says: "We understand that sometimes plans change. We do not charge a cancel or change fee. When the airline charges such fees in accordance with its own policies, the cost will be passed on to you", Based on this Expedia promise, I was expecting to pay only the 450.00 to change the flights.
July 3, 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 *** requesting a refund of $585.00.Our records indicate on April 10, 2019, Ms. *** or an authorized user of the Expedia account booked a multiple destination flight departing on June 3, 2019 from Houston, TX, USA to Brasilia, Brazil departing on June 6, 2019 to Curitiba, Brazil and returning on July 4, 2019; via ***. A confirmation email was sent on April 10, 2019, it was first opened on April 10, 2019 and reviewed 11 times.
Upon receipt of Ms. *** complaint, we investigated the issues which were brought to our attention. We can confirm on June 29, 2019, Ms. *** called in requesting to change the return flight to August 11, 2019. Our representative retrieved pricing but was not able to locate the price Ms. *** requested. Ms. *** then requested to cancel. Our representative advised if cancelled there was no remaining value left in the ticket and there would be no refund.
After further review on July 3, 2019, Expedia reviewed the reservation and the fare rules of ***. *** fare rules state the charge for changing a ticket is $300 plus any difference in the new fare. If cancelling *** charge is $450 (refund fee of $150 and the cancel fee of $300).Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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.
Our Customer Service Department may be contacted at 877-227-7481 to assist Ms. *** with exchanging the ticket.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 purchased a flight package with Expedia on 1/21/2019, Itinerary ***. The flight was a round trip from Sept 24-Oct 6,2019 visiting Germany and Paris. I purchased the Travel Guard Policy with the trip at the suggestion of the Expedia agent to "cover the cost of the trip in case of changes or cancellations." I spent a total of $2999.26. In light of the recent riots and such happening in Paris we no longer felt comfortable traveling to Paris. I called Expedia on 5/6/2019 to change my reservation traveling to Germany and Italy instead. I explained to the agent that I had the travel protection plan and I told him why I wanted to change. He advised me that he would have to cancel the existing reservation and make a new reservation because I could not make changes. He advised that I would need to call the Travel Protection Ins Co for the refund and they would process it. He led me to believe that it was that easy and my reason for the change was covered. SO he cancelled my existing reservation and I spent another $2843.86 on the spot to book my new trip FULLY EXPECTING to receive my refund as I had been advised. The Expedia agent gave me the phone number to call for the ins company along with all the info I needed to give them. When I called the ins company I was informed that my reason for cancellation was not covered and I would receive no refund. I called Expedia back to complain and they told me they would listen to the voice conversation to determine if Expedia was at fault. Several weeks passed while they "researched" the recordings. I called on numerous occasions and was on hold for hours each time. I was very patient because I knew when they heard the recording they would know that the agent led me to believe I would be refunded. After endless calls to Expedia I was finally told that the recording proved otherwise and they would not be refunding. I asked to listen to the recording but was told that I could not.
July 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund of their flight.
Our records indicate on January 21, 2019, ***, or a person authorized for the account, booked flights for two passengers with *** traveling from Greenville, SC, USA to Munich, Germany on September 24, 2019, returning from Paris, France on October 6, 2019, and a flight protection plan with Travel Guard via itinerary ***.
At the time of booking, the customer was provided the terms and conditions for the flight and the flight protection plan and accepted them. The flight selected for purchase was nonrefundable with no changes allowed. The flight protection plan terms and conditions advised the plan offered limited coverage for certain events and any refunds required approval of the company providing the coverage.
On May 6, 2019 the customer canceled their flights. On a later date, the customer contacted us back and requested that we review the call from the date of cancelation. We reviewed the call and found no errors had occurred.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
When Expedia sold me the trip insurance the agent led me to believe that the insurance covered cancellations/changes for any reason. When I called in May to change the reservation I was led to believe that my change reason would be covered. The Expedia agent cancelled my reservation for me and made a new reservation for me reflecting the changes. He then gave me the contact information for the travel protection company and told me they would process my refund. When I called the insurance company I was told that the change reason was not covered and there would be no refund. I would not have made the change if Expedia agent would have correctly told me the change reason would not be covered. I spent an additional $3000 to book my new trip with the expectation of receiving the refund for my original trip. I feel Expedia owes me the refund for the original flight because the agent did not properly advise me and gave me incorrect information.
Sincerely
My family of 8 purchased tickets to the DR. In light of the mysterious deaths (12) of Americans, we do not feel it is safe to travel there. Our family vacation to the DR was scheduled 10-17 August. We have been forced to change our destination to CA, where we can eat, drink and sleep in a safe environment, same dates.
July 4, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting a refund and/or future flight credit of her flight reservation due to the safety concerns of the Dominican Republic.
Upon further research, we are unable to locate an Expedia account related to Ms. complaint. We respectfully request that Ms. provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Ms. concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
incerely,
Erika M
Corporate Correspondence Team
On June 5th, at 10:27pm, I bought a ticket for cousin, to fly from Serbia-Belgrade to Canada-Ottawa. The next day she told me she cannot travel and I had to cancel the ticket. The ticket (Itinerary # ***) was canceled on June 6th at 4:20pm. Expedia gave me Airline credit total: C$1,281.28, which was the cost of the ticket.
In the same cancelation email there is the link to Expedia policy that says: "Rules and restrictions as imposed by the airline(s) will be applicable to your fare should you need to change or cancel your flight".
Expedia (that was what ***, *** agent told me) charged my *** $1281.28 on June 5th as "***.
I called Expedia on June 15th to get the full refund. I was told that *** charged *** and that *** policy allows the refund only if in the same day and they cannot give the refund. They gave me the phone number to call . But , ***, said the *** charge was done by Expedia, that *** gives the 24h refund only if tickets are bought via their web site, and that I have to call Expedia back. I asked if I should get the refund and she said that I should get the refund from Expedia.
On June 27 I spoke to Sandy, Jeremiah, and Saima - manager. I was told the same story as the first time, even without listening to me. Jeremiah told me that the ticket cannot be refunded if not returned in the same day. He said that is airline policy. When I referred to *** policy and Expedia policy, he asked which Airline was used. How can he tell about the same day policy of the airline without even knowing which Airline issued the ticket?
What is even more strange, is that on June 5th, I bought the ticket (Itinerary #***) for the cousin at 4:13pm, then realized there was no seat booked from Montreal to Ottawa and canceled the ticket at 10:37pm. That cancellation was accepted without a charge. Since I had to cancel this ticket I bought the disputed ticket above (Itinerary # ***).
July 5, 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. We understand Mr. is requesting a full refund of his flight reservation in the amount of CAD1,281.28.
Our records indicate that on June 5, 2019, Mr., or an authorized user of his Expedia account, self-booked a roundtrip flight reservation for one traveler using Expedia.ca, under itinerary ***. The booking was with *** from Belgrade, Serbia, to Ottawa, ON, Canada, departing on July 5, 2019 and returning on August 6, 2019. The total cost of the booking was CAD1,281.28.
Upon further review, we show that Mr. cancelled this reservation on June 6, 2019, accepting an airline credit of CAD1,281.28, subject to an airline-imposed exchange fee of CAD221.94. We can confirm that during the booking process the customer was not advised of a free cancellation if processed within 24 hours of booking, as they are not available for all carriers when booking on Expedia.ca. However, his alternative itinerary, ***, was created on Expedia.com, and had a free cancellation available within 24 hours of booking.
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 Mr. 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 filiates. The Expedia Companies and the Expedia filiates 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 filiates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above Expedia is not able to honor his refund request. We do however show that he contacted Expedia on July 3, 2019 and utilized his airline credit towards a new booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
- The quoted Expedia policy in the response was not in the E-ticket.
- Expedia policy, attached to E-ticket, which says "Rules and restrictions as imposed by the airline(s) will be applicable to your fare should you need to change or cancel your flight"
- On June 27, at 10pm, I spoke to 4 Expedia customer service employees: I was told that *** has the same day, not 24h return policy
- Called *** and *** me that : "*** refunds tickets if bought via *** website and canceled within 24h"
- Called Expedia on June 28, 2:55pm: Chris, Expedia supervisor, interpreted that the first ticket return within 24h was Expedia US courtesy policy. This policy is not in the ticket but "internal" policy. He said that Expedia CA allows the same day returns. The fact is that the ticket was bought at 4:27am the traveler time (I only paid for the ticket) and canceled at 10:20pm.
- One of *** managers I spoke with told me Expedia charged for the ticket and can cancel the ticket and issue the refund. They can also change the traveler's name, but that might be a bit harder, because multiple carriers are involved. He though canceling the ticket is the easiest.
In conclusion, Expedia misled me as a customer, showed no respect providing inconsistent information, and did everything not to return my money. Based on numerous calls and conversations I am convinced Expedia customer support is anything but the "support" for customers.
Regards,
***.
Sincerely
I booked a seaworld trip in orlando florida and expedia processed tickets wromg. I was told if I rebooked immediately I would get credit for meal plan and my card would be refunded the original purchase amount but I couldn't wait for the refund had to immediately purchase the tickets. So I did, and guess what..I was told not on;y am I nt getting meal plan credit of $117.00 because although the rep that I spoke to has the recorded conversation, it wasn't in writing and didn't mean anything. But then was told that if I didn't have the ticket refund in an email I wouldn't have gotten that either. I'm not sure what kind of shady business expedia is running but This is ridiculous the games they play. I saved for 2 years to make this trip with my boys.
July 3, 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 *** (Revdex.com case number ***) regarding an activity reservation.
Our records indicate that on May 16, 2019, Ms., or an authorized user of the account, self-booked an activity reservation using Expedia’s website, under itinerary ***. The reservation is for *** Tickets, 1-Day, *** Admission with All-Day Dining includes Food and Drinks, for July 3, 2019. We understand Ms. is requesting a refund of $117.00 for the price difference of her original itinerary and the newly purchased tickets for ***.
Because we value Ms. as a customer and regret her experience, Expedia is happy to honor her refund request of $117.00. A refund of $117.00 was processed today, July 3, 2019 back to Ms.’s original form of payment. The time it takes to receive the said refund will depend on Ms.’s credit card company or banking institution. Typically, within 5 – 7 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,
Erika M
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a vacation package for flight and hotel for myself, my husband, and my baby from Honolulu to Vancouver. The flight from Honolulu to Vancouver is with ***, the flight back is with ***. When booking, the booking listed that that the flight between Honolulu and Vancouver with *** had a Comfort class upgrade included in the price. After booking however, the ticket was only for regular economy class. I called Expedia and the first couple of calls they first denied that Comfort class had ever been booked. The regular customer service representative eventually forwarded my case to the Corporate office and when they got back to me, stated that the flight had been booked as EconPlus, but that was the *** flight, not the *** flight. I then had to call back again and it took another 2-3 attempts to times to speak to a Corporate manager who looked into the booking again and stated that our ticket was indeed Comfort class and that we had been ticketed as such. However I called *** personally and they stated it is NOT. I have called Expedia back now several times and been told twice that one of their people will call *** directly to work out the issue and get back to me, but I have yet to hear back after several days. In total I have made about 8 calls to Expedia regarding this issue without resolution. As a separate problem with Expedia, I have also called twice about having our middle names added to our tickets so they correspond with our passports. As Expedia has never called back about the *** issue, they also have not called back regarding the name changes either. In the course of this I have generated several "case numbers" from Expedia, the most recent being ***.
July 2, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding her package reservation.
Our records indicate that on June 10, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation using Expedia’s website, under itinerary ***. Travel is with *** and ***, departing on August 18, 2019, returning on August 24, 2019, from Honolulu, HI, United States to Vancouver, BC, Canada. The hotel reservation is for the ***, with a check-in date of August 19, 2019 and a check-out date of August 24, 2019. A Vacation Waiver was purchased with the itinerary. We understand Ms. is requesting assistance with upgrading her tickets to the Comfort Class and adding middle names on the tickets.
Upon receipt of the complaint, we contacted Ms. by phone today, July 2, 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
On Fri, Jun 21, 2019, 7:30 PM My wife and son booked a reservation From Tuesday June 25, 2019 to Monday July 1, 2019 cost $1331.88 for a room with Expedia.com at *** the room number was *** and the address is *** Phone: ***
My wife and son checked in around 6pm.
And my wife and son had an extremely unpleasant experience with the receptionist name ***, she was very rude and loud from the beginning and hotel room. *** was very rude and mean from the beginning while checking my wife and on in by trying to hurry us along while being patient and nice to the other occupants. When they first entered the hotel room, my wife and son noticed so many things wrong with the area. The curtains were very dirty, and it looked somewhat like dried blood or dirt. Some of the silverware was missing and the couch seat cushion was visibly ripped open and flies were everywhere, and the bathroom was very dirty. My wife and son went down stair to the receptionist of course *** and they told her about the room and they wanted to change the room to better room but she said that there is no other room, so I called the same receptionist *** from my office around 8:19 pm at *** and she rudely replied that they didn’t have any more rooms and that there was nothing they could do. One of the things that bothered me the most was her behavior towards my Wife and son. Whenever my wife spoke to her or tried to explain anything to her, she completely ignored her presence, never even looked at her.
My wife and son had such a horrible time at this hotel and I’m making sure no one in my family will ever come back to this place. The hotel itself has gotten messier and unclean as time goes on because of the inherent neglect and the people they hire aren’t like the nice ones before. Then I called Expedia and talked with Margie for about 2 hours because their line keeps dropping off, and she said that she has to talk to the hotel manger the following day and I told her to find another hotel for my wife and son and they move to another hotel.
The following day Expedia.com sent the following email:
From:
Date: Wed, Jun 26, 2019, 10:03 AM
Subject: Requested Email: Hotel Cancel - Itin: *** - Case ID : [***8]
To: <***>
Dear ***,
We contacted *** for your cancellation request and despite of giving our best to explain why you want to cancel your booking however, due to their policy in relation to your reason for modifying your reservation, they have unfortunately denied your request.
We regret that we are unable to assist you further regarding your request, and we apologize for any inconvenience this may have caused.
Your understanding on this matter is highly appreciated. Thank you for choosing Expedia.
Realyn
Expedia Customer Service Team
All I would like is to get my money $1331.88 back for the room, which they spent basically no time in at all. They had checked in late around 6 pm, tired from the long trip here, and got no rest trying to clear this situation. It’s not fair to be charged for a messy and disappointing room when most of our time was going back and forth with the receptionist and Expedia.com.
The hotel and Expedia.com are responsible to give our money back.
July 3, 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 on June 21, 2019, Mr., or an authorized user of the account, booked a “Pay Later” hotel reservation on Expedia.com, under itinerary ***. Reservation was for the ***, with a check-in date of June 25, 2019 and a check-out date of July 2, 2019. We understand Mr. is requesting a full refund of his hotel reservation in the amount of $1331.88 due to the alleged condition of the hotel unit.
Expedia reached out to the *** to advocate on Mr.’s behalf, requesting approval to issue a refund for the hotel reservation. Regrettably, the hotel denied the refund request as a contract was agreed to upon check-in, that no refunds will be issued for early departure.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. *** was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Any unforeseen circumstances that have occurred through their services offered, would need to be addressed directly by these providers. We hope you understand that we must adhere to the policies dictated by the hotel in this case. Additionally, Expedia’s Terms of Use, which were agreed to by 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.
While we regret Mr.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor his refund request, because the funds are not held by Expedia. We recommend Mr. address the issue directly with the hotel property.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Complaint: ***
I'm
I am rejecting this response because: We paid Expedia.com and they are responsible for us getting our money back. We didn't pay *** directly so Expedia holds responsibility for us receiving our money back. We barely spent an hour at the hotel and refuse to pay money to a disrespectful and unclean hotel that we spent no time in.
Sincerely
Below are the 3 bookings I made for car rentals on Expedia to be picked up from *** in Edinburgh, UK.
***
***
***
I had a family reunion for Scotland road trip and I paid a premium to Expedia to get higher miles and automatic cars since none of the drivers had experience in driving manual cars in a right hand drive country. I also paid insurance for all 3 cars so I do not have any hassle in a new country. After arriving at the pick up location around 8 PM on June 2nd, *** showed us 3 cars that were all manual with a limited mileage and demanded 2500 pounds insurance on each car. They stated that what they got from Expedia were 3 manual cars, limited mileage and no insurance.
We called Expedia from their location and after being on wait for 1.5 hours were transferred to the corporate office. The corporate office associate took another hour to assess our situation and agreed to help us by letting Expedia pay the extra amount required to book automatic cars with insurance and higher mileage. He placed us on a brief hold but never came back until the call got disconnected automatically. It was midnight by that time and the car rental company had to close their shop so we left. Between midnight and 6 AM the next day I called Expedia twice again. Both times I was on hold for 2 hours, got transferred to the corporate office who agreed to help us but then disconnected the call. No call back from them even though they had my number. We had to start our drive at 8 AM so running out of options we booked the cars ourselves at a higher cost from Enterprise.
When I came back to the US, it again took me 3 calls (2 hours each) to reach to the corporate associates who reimbursed my booking since it wasn't fulfilled but did not refund me the money I had to pay to book rentals at a higher rate because of their fault. There were no notes/logs taken of our calls. It was a clear case of cheating and letting the customer down.
July 5, 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 three car reservations.
Our records indicate that on May 2, 2019, Mr., or an authorized user of his Expedia account, self-booked three car reservations using Expedia’s mobile app, under itineraries ***, *** and ***. The reservations were with ***l for pick-up on June 2, 2019 and drop-off on June 7, 2019, for “Automatic transmission, air conditioning, 475 miles, 0.25 GBP/1 miles” Fullsize SUVs. The cost of each booking was $241.89 for the rental plus $66.00 for a Collision Damage Plan, all paid at the time of booking. We understand Mr. is requesting a refund in the amount of $3080.00, incurred for renting alternative vehicles, due to the original vendor not offering vehicles with automatic transmission and unlimited mileage upon pick-up.
Upon further review, we can confirm that Mr. booked all three itineraries for automatic transmission and the booking details were forwarded to *** by Expedia.
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 vendors. Additionally, at the time of booking Mr. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Nonetheless, as the original bookings were not utilized by the customer, on June 18, 2019, Expedia issued a full refund in the amount of $307.89 per itinerary, back to the original form of payment.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is not able to honor his refund request for $3080.00.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
1. According to *** the vendor, details that were transferred from Expedia to them were 3 manual cars with limited mileage. Also, Expedia did not transfer any information on the insurance I obtained from them. It was not the fault of the provider but Expedia since they were ready to provide me with the cars with the terms and conditions that Expedia sent them.
2. All Expedia professionals I spoke to over the phone when I was in the middle of this situation acknowledged that there has been a fault from Expedia in sending the vendor the correct details. They were therefore willing to help me by paying the difference of cost or by booking new vehicles for me at Expedia's cost. I spoke to 3 corporate associates that night and all of them promised to help me but after they heard or saw the cost they dropped the line abruptly. They knew it was Expedia's fault. They all had my number but I never got a call back.
3. If refund was the only option an option they could have talked to me on that night, gave me my refund and told me to book the cars on my own expense. It never happened. Expedia never returned me the original payment till I was back in the US after 2 weeks and had to follow up with Expedia by calling them twice, wait for another 3 hours to talk to a corporate associate. If Expedia was honest and transparent, I should have got a call that night and got my money refunded. Everyone was just trying to ignore the situation
Sincerely
I made a lodging reservation and paid for it online with expedia.com. One week before my trip, I called to ask a question about my reservation and discovered that it had never been booked. I called Expedia and they acknowledged that they failed to book my reservation, so it was canceled. Then, they charged me a $1,600 cancellation fee! That was for a reservation that was never booked. After spending 4 hours on the phone for 2 days, I made no progress in clarifying because the operators are useless. They have yet to withdraw the cancellation charges, even though they acknowledge they failed to actually make the reservation and it was their fault.
July 7, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on April 7, 2019, ***, or a person authorized for the account, booked a hotel reservation with the *** by the *** – Islandside – 3 Br Condo for five nights, checking in on July 1, 2019.
The hotel advised on June 24, 2019 that they would be unable to provide the reservation. We spoke with our customer on June 27, 2019 and advised of the cancellation.
We understand that out customer is stating that they were charged by the hotel for the reservation. The booking included a billing arrangement that was directly with the hotel. The customer may contact the hotel directly with any billing questions.
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 bought a Flight Ticket through Expedia, and due to an Emergency I canceled the fight less than 24 hrs. I was notified that their would be a cancelation fee and I would not get a full refund just credit. Couple months after I Contacted Expedia three times to use my Credit for a new Ticket and they have been giving me a hard time saying they can not use the Credit and all calls have disconnected and they never call back, when they have my call back number.
July 5, 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.
Our records indicate that on December 24, 2018, Ms., or an authorized user of her Expedia account, self-booked a one-way flight reservation for one traveler using Expedia’s mobile app, under itinerary ***. The booking was with *** from Guadalajara, Jalisco, Mexico, to Tijuana, Baja California Norte, Mexico departing on December 29, 2018. Ms. cancelled her reservation on the same day, receiving an airline credit for future use for the value of her ticket ($122.98), subject to an airline-imposed penalty fee ($59.48), plus any price difference at the time of ticket reissue. We understand Ms. is requesting a full refund of her flight reservation in the amount of $122.98, as she attempted to use her airline credit but was unable to have her ticket reissued.
Upon further review, we show that Ms. called in on March 2, 2019, to use the airline credit of $122.98. The customer requested a flight from Guadalajara, Jalisco, Mexico, to Tijuana, Baja California Norte, Mexico for April 6, 2019. The agent who assisted the customer located the desired flight and attempted to quote the new rate. Regrettably, the call disconnected, and he was not able to reach the customer for further assistance.
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 as dictated by the airline. In addition, at the time of booking Ms. agreed to Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above we are unable to honor her refund request. However, her airline credit is still valid and can be used for travel before December 22, 2019.
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
Fully false advertise trip insurance. Does not reimburse cancellations of rooms where we booked even if 6 days out on cancellation and you have purchased trip insurance.
NEVER USE EXPEDIA. there are so many other sites that I have found are much more reputable and provide outstanding customer service.
If I could have given zero stars I would have. Expedia cost me several hundred dollars with their false advertising
I contacted expedia about a refund and they told I could only get it done if I gave them a *** play card for a $150 dollars because that is the only way it work then when I gave them that information they told me it could not be done I would need to send them another$500 *** play card and then the
And yet would refund me the room charge I was disputing plus $100 .so they would keep $50 and refund me the cost of the room plus $100 .
July 1, 2019
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a hotel reservation.
On June 25, 2019, Ms. self-booked a hotel reservation online for a total of $154.60. Upon researching the customer’s complaint there is no record of the customer speaking to any Expedia.com agents. It is very likely the customer did not dial the Expedia.com customer support phone number. Expedia will never ask a customer to purchase a gift card in order to cancel a reservation. We would suggest that the customer contact Expedia.com by phone for immediate assistance. The customer may also wish to contact her financial institution if she believes she may have been the victim of a fraud related case.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please contact Expedia at 1-800-397-3342.
Sincerely,
Daniel A Corporate Correspondence Team
I purchased an airline ticket through Expedia and their policy states the airline (***) allows the purchaser to cancel their flight without penalty fees for a full refund within 24hours. I booked my flight and canceled within the permites time Expedia sent a confirmation that the amount I paid would be 100% refunded within 3 weeks. It has now been over a month and I have called the airline and Expedia and there has been no refund and no contact from either. I have read the terms and conditions of the airline and of Expedia and I canceled Before the grace period therefore am entitled to a full refund. I have made numerous calls and have not been reimbursed. My calls have been from 1 to 6 hours with no help from the supervisors or staff
July 2, 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 Mr. ***, Revdex.com case number *** requesting a refund of $944.40.Our records indicate on May 24, 2019, Mr. *** or an authorized user of the Expedia account purchased a multiple destination flight departing May 25, 2019 from Tijuana, Baja California Norte, Mexico to Mexico City, Distrito Federal, Mexico and returning on May 27, 2019, via ***. A confirmation email was sent on May 24, 2019, it was opened once on May 25, 2019.
Upon receipt of Mr. *** complaint, we investigated the issues which were brought to our attention. We can confirm Mrs. called in to cancel the flight. Our representative advised since it’s a low cost carrier she must contact the airline directly to cancel. Mrs. stated she contact airline and was directed to Expedia. She requested to speak with a supervisor. Mrs. call was taken over by another representative. Mrs. would like to cancel the reservation, our representative advised that she needs to contact the airline since it’s a low cost carrier. Mrs. insisted and our representative contacted the airline on her behalf. The airline agent Marco advised the reservation has been cancelled and Mrs. will refunded within three weeks. On June 25, 2019, Mrs. called to do a follow up on the refund for the cancelled flight. Our representative advised she needs to contact the airline and follow up on cancelling. On June 26, 2019, Mr. called to do a follow up on the refund. He stated he received an email that stated the refund was already processed and then he received another email that stated he needed to call airline for the refund. He was advised he would receive the refund within three weeks but has not receive as yet; he asked for a supervisor. The call was escalated and taken over by another representative. Mrs. was calling to do a follow up on a refund. Mrs. advised the reservation was cancelled within 24 hours and was advised that the refund may take up to three weeks. But now it’s been more than a month and she's not got the refund. Previous notes reflect that the airline representative advised our agent of a full refund within three weeks. Low cost carrier flight, checked airline website and it reflects $0.00. The card information is the same that is in the billing history last four digits ***. Mrs. says she only has a charge and no refund on her statement. Our representative called the airline to try and confirm the date of refund and the status but the call kept disconnecting. Called twice and disconnected both calls. Mrs. stated she has waited longer than she had to and wants a resolution right now as she's been waiting for more than a month and if she is not refunded she might incur interest on the card. She request to speak with a higher level who can resolve this over the call. The call was taken over as Mrs. was asking for a person that could resolve the issue. Mrs. was advised since the airline on May 24, 2019 that it would be within three weeks for her refund and she has not received she can file a dispute directly with her bank. Advised Expedia is not the merchant of record and did not charge her card for the flight and cannot issue a refund.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
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
1. I changed my hotel check-out date (5/19~24 ? 5/19~22), and then no refund.
a. In Expedia[E] app, 'no-show or change fee' equals to the first night’s rate.
b. The hotel and [E] said each other denied refunding, charging me two nights’ rate.
c. I asked [E] to provide me with the proof that the hotel denied refunding, but [E] had not, kept saying the hotel denied.
2. I changed my flight schedule too, and I had to waste $800.
a. After I changed, in [E] app, there were two flights from China to Korea, so I asked [E] three times before I took the flight, but [E] had not answered. I asked if the receiver was not in charge of it, forward my case to someone who could do it. But [E] ignored.
b. [E] emailed me before I took the flight, merely saying Call [E].
c. Next day, [E] told me that because I took changed flight instead of the bundled flight, I could not take or cancel the flight from Korea to the US that I booked before. If I knew that I would’ve not changed schedules.
d. I had to book another flight to the US, wasting money.
3. I booked two hotels in duplicate.(6/22~24) So, I requested [E] to check if I could cancel one of them without penalty. But [E] has not checked and not refunded yet.
a. I requested several times, but [E] always told me that [E] could not contact the hotel manager for more than 25 days.
b. So, I contacted the hotel manager directly and got free cancelation. It took only 90 mins.
c. I forwarded it to [E] but [E] keeps saying that it is still in the process of contacting the hotel, not refunding.
To resolve the above issues, I called and emailed several times.
1. If I call [E] spending 30~60 mins, [E] always wastes time, checking the case and then say it will email me later.
2. Then, [E] does not usually email me or sometimes email me merely saying that “Call [E]” or repeating(copying) same scripts.
3. If I email or leave feedback in [E]’s website, #2 happens again. So, I have around 40 email threads.
4. If I call, #1 happens again.
July 2, 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 Mr. ***, Revdex.com case number *** requesting a refund of $800.00.Our records indicate on April 3, 2019, Mr. *** or an authorized user of the Expedia account purchased a multiple destination flight departing May 3, 2019 from Columbus, OH, USA to Beijing, China and returning on May 24, 2019, via ***. A confirmation email was sent on April 3, 2019, it was opened once on April 3, 2019.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 22, 2019, Mr. called in and advised he changed his flight on his mobile application and it resulted in a new booking itinerary ***. Mr. wanted to change his departure flight May 24, 2019 to depart on May 22, 2019. Our representative verified it was a new booking that resulted in a new itinerary *** and Mr. had already used that flight. Mr. was wondering what will happen with this itinerary. Our representative consulted with the airline, asked the airline if we could remove the segment for May 24, 2019 and if Mr. would be able to use the flight on May 29, 2019. The airline advised that was not possible. Expedia must change the flight with normal change policies per airline rules. Our representative was able to verify if we try to change the return flight the cost will be $7686.59. Mr. was not okay with that since he is claiming a site error. Our representative retrieved our back-office system and was able to verify there was no site error. When the new itinerary was created the original itinerary was not accessed, Mr. created a new reservation. There was no access to the original itinerary to process an exchange and the best option would be to book a new ticket. The itinerary is a lost value in case of refund. Our representative sent Mr. the following email,
“Dear ***, This email is to inform you that as per the investigation performed by one of managers, we were able to confirm that there was not any error on our system (mobile app), so In this case the best and less expensive option is to book a new ticket for you to travel on may 29th, because if we tried to change your original itinerary the airline will collect a penalty plus difference in prices and at this moment that change will result in a charge of more than $7,000.00, that''s why we recommend you to better book a brand new ticket. To submit a formal complaint, you can access to your Expedia account and click on "Support" and then on "Feedback" and from there select the best option.”
Our records indicate on May 13, 2019, Mr. or an authorized user of the Expedia account booked a five night hotel reservation at ***, checking in on May 19, 2019 and checking out on May 24, 2019; via ***. A confirmation email was emailed to the email address on the Expedia account, it was first opened on May 13, 2019 and reviewed five times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 20, 2019, Mr. called in to change the checkout date to May 22, 2019 instead of May 24, 2019. Our representative called the hotel and they advised us to send them an email since there was a language barrier. Expedia emailed the hotel on May 20, 2019 asking for a waiver for the date change. On May 21, 2019 and May 24, 2019 Expedia emailed Mr. and advised the hotel property denied the refund request. From May 20 – 31, 2019, there were numerous emails communications between Mr. and Expedia, and Expedia and the hotel about the date change and waiver of the penalty for a refund. On May 21, 2019, on of our representatives contacted the hotel and Mr. from the hotel advised that the hotel will follow the hotel policy, as the reservation is in penalty, the hotel does not agree to authorize a refund or cancel the reservation. Mr. called in for a follow-up. Mr. contacted Expedia yesterday and was advised to contact us today. The call was escalated and one of or representatives took the call over and contacted the hotel. The hotel denied the waiver. Mr. asked for a callback after one hour. The representative called back and the line went unanswered, tried several times unsuccessfully.
After further review on July 2, 2019, Expedia was able to verify when the reservation was booked on May 13, 2019 it was within the hotel’s penalty. The *** cancellation and change policy appeared as follows: ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must also adhere to the policies dictated by the hotel in this case.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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: ***
Dear Revdex.com and Expedia,
Thank you, Revdex.com. At least Expedia replied me this time and did not tell me “Call Expedia”. I rejected the response because Expedia had not answered my questions.
1. I requested Expedia refund at least one-night rate and also provide me with the proof that hotel denied the refund.
a. Expedia provides with the refund policy which is different with what I captured on May 21. I will attach my capture file. Why are they different?
b. I requested the proof, but Expedia didn’t.
2. I requested refund some of the flight cost because Expedia had not answered my questions and requested in a timely manner.
In China, it was not easy to check reservation status and call to change, so I asked Expedia to help before I took the flight on May 22.
That’s the reason why I use the travel agent and pay them. But Expedia ignored my requests. And in this email, Expedia has not mentioned about this part at all.
I already know what Expedia wrote.
WHAT I AM TALKING ABOUT IS WHY EXPEDIA HAD NOT ANSWERED BEFORE I TOOK THE FLIGHT, EVEN THOUGH I ASKED ABOUT IT THREE TIMES.
3. Actually, now I received the refund from ***. However, it took more than 20 days even though I spent only 90 min to cancel without penalty, without Expedia’s help.
To be honest, I do not trust Expedia anymore.
If I had not contacted *** directly, Expedia would keep talking to me that it has tried to contact the hotel but failed and I would have to waste another $320.
The one who canceled the reservation was me, not Expedia.
Even after I canceled the reservation without penalty, Expedia, the world biggest OTA, spent another 2 weeks to simply check the fact what I did.
I paid, because Expedia is an agent, but I solved it, because Expedia even had not been able to contact the hotel.
Because of these experiences, I am not sure that Expedia had worked for me as an agent when I asked about the flight issues BEFORE I TOOK THE FLIGHT.
Sincerely
I booked a rental through expedia a month ago or so. I called june 25th to confirm my rental only to find out that expedia sent my reservation to a private place where they only take private jet customer. Upon finding this out. The *** location told me to call back Expedia to have them switch my reservation. Upon doing that expedia could not find a location to accommodate me. They wanted me to then pay a $500 difference to get a similar car at a different location. This is where the problem came about because I did not have that kind of money to go from $409 to now $1109. I then told expedia I can not afford that and they should accommodate me because they messed my reservation up. Then refused. And said they can cancel my reservation and my money would be available to me 7 business day later. Which that does not work for me. Because that is the only money I had an the card to book the rental. Now my family is suck we have a trip to go to in north carolina june 29 to July 6th which my wife surprise birthday party will be. She does not know anything about this. So now I'm scared that all this will go to waste. We have been planning this trip for about 6 months the place has been paid for and everything. So now what how can we go now without transportation and my funds are being held because of expedia wrong doing. Please I would like to report them. Yesterday they had me on the phone from 320pm to 1230am. Then tonight for another 2hrs no one is helping they have me on hold. No one wants to help me from expedia. Please I'm asking you guys to help me. This trip is this Saturday. Thank you.
July 2, 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 Mr. ***, Revdex.com case number *** requesting a refund of $409.00.
Our records indicate on June 5, 2019, Mr. or an authorized user of the Expedia account booked a seven day rental car with ***, picking up on June 29, 2019 and returning on July 6, 2019; via ***. A confirmation email was sent on June 5, 2019, it was first opened on June 6, 2019 and reviewed six time.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on June 25, 2019, Mr. made multiple calls into our Customer Service Department, advising the *** location only rents to passengers that come off private jets. Our representative verified the reservation and contacted *** and they were not available. Our representative advised Mr. that this type of reservation cannot be changed nor cancelled and followed-up with an email. Multiple calls were made to ***, Expedia was advised the reservation could be changed to *** location and was also advised the pickup location closes at 5:00pm.
After further review on July 3, 2019, Expedia reviewed the back office system and was not able to verify the detailed *** information for rental location “***”, “ only for passengers off private flights”. Expedia contacted *** and they confirmed the location is only for passengers off of private jets. *** confirmed Mr. reservation had been cancelled and that he should receive the refund within seven to ten business days.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.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above, Expedia as a one-time courtesy has applied a $50.00 voucher to your Expedia account. The voucher is valid for a, “pay now hotel” or a “pay now hotel and flight”. The voucher is valid until August 31, 2020 and good for anyone making a booking while being logged into Mr.. Mr. can review the terms and conditions of the voucher on the Expedia site.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I will not accept this because of expedia error my vacation is ruin I could not use my card to go on our trip we paid thousands of dollars and find our self stuck because my card was on hold and I didnt have enough money to pay for my trip so I need expedia to give us back a $400 credit not $50. The manager at Expedia was offering $200 so why would I accept $50. If they wish not to accept my offer I want my camplaint to be publicly announced. Thank you for your patience.
Sincerely
On 6.22.2019 around 10pm my boyfriend booked flight #***. He
paid 21.00 for the cancellation insurance plus your email said I
had 24 hours to cancel for a refund. When I made the first call to
*** the guy was very rude and said I could not cancel. I told him
he was wrong and all he did was argue. When I hung up all of a sudden I got
and email saying the 21.00 insurance was cancelled.WE DID NOT CANCEL IT SO
THAT *** HAD TO. I called again several other times to the same number
and got the same runaround. I finally called *** twice and got a
supervisor that said they would connect me to the US and after waiting 35
minutes was AGAIN disconnected and they did not call back. So I made a call
again and the same crap.Your company is a bunch of crooks and
since I recorded all the phone calls I plan on filing a complaint
as your company hides and misleads people. I had booked another flight #
*** thinking I could cancel the first one and now I am stuck with
both flights. I want both flights canceled and all our money as We
tried to cancel online. And by phone and couldn't even do that. You are a
*** bunch of crooks that need to be closed down. I have decided to file
with the attorney general and go to the media if we don't get full refunds as your website is very deceptive, you hide or do not disclose your policies and by allowing us to buy cancellation insurance left us with a false sense of security.
July 2, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on June 22, 2019, Ms., or an authorized user of her account, self-booked a flight reservation using Expedia’s Website, under itinerary ***. Travel is with ***, departing on July 9, 2019, returning on July 16, 2019, from Norfolk, VA to Tri-Cities, TN. A Cancellation Plan was purchased with the itinerary.
On June 23, 2019, Ms., or an authorized user of her account, self-booked a flight reservation using Expedia’s Mobile App, under itinerary ***. Travel is with ***, departing on July 9, 2019, returning on July 16, 2019, from Norfolk, VA to Tri-Cities, TN. A Cancellation Plan was purchased with the itinerary. We understand Ms. is requesting to cancel both itineraries and be issued a full refund for the unused flight reservations.
Upon receipt of the complaint, we have verified that the booking details were displayed for review and confirmation during the booking process and right before the reservation was completed. This was also provided on the email confirmation. The following mandated flight cancellation and change policy was advised and accepted by Ms. at the time of booking:
*** Basic Economy Fare Rules
Restrictions include:
· Airline assigns seats
· Bring a carry-on bag
· Pay to bring a checked bag
· No refund 24 hours after booking
· Changes not allowed
· Bring a personal item
· Upgrades not allowed
· Board in the last group
Furthermore, a hyperlink was provided that allowed Ms. to view the coverage of the Cancellation Plan before finalizing the purchase and after the purchase was completed. This was also provided on the email confirmation.
On June 23, 2019, itinerary *** was voided; to which, the authorized amount was released due to the cancellation of the reservation. The purchased Cancellation Plan of the itinerary was also cancelled and a refund of $23.00 was issued back to the original form of payment used to book the reservation.
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. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. Additionally, at the time of booking, Ms. agreed to Expedia’s following Terms of Use:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the 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.
While we regret Ms.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor her refund request on itinerary ***, because the funds are not held by Expedia.
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
This the 23.00 they said in their response. mpany wtites a long drawn out response to confuse me as a consumer but they are basically full of ***. They allowed us to buy the travel,protection for 21.00 NOT the 23.00 the quoted in their response. They gave us a false sense of security making us think we could cancel before 24 hours. But it doesn't matter as we will never use this piece of garbage company ever again
Complaint: ***
I am rejecting this response because:
Sincerely
I have two issues. I have received 3 of my 4 refunds. I canceled a trip to Punta Cana (itinerary #***). I paid for the extra insurance for this trip which means the $200 per ticket flight "change fee" should be refunded. I am owed a total of $400 for this fee (new itinerary #***). I have been told that it is in process 2x, but have not received it back when I should have. When I call to check on the status, I have been placed on hold for over 2 hours one time, told I would receive a call back within 24-48 hours another time (never occurred) and then was told I would be connected with a supervisor and wasn't. I have asked for their corporate contact information and was told they do not have it and cannot transfer me.
The other issue is that I was told I would be on the same flights as the others that I am traveling with. There are 3 separate groups. When I called to inquire about the last leg of the trip that does not match the others, I was told I would be contacted within 24-48 hours. That never happened. It is impossible to speak to someone with Expedia when there is an issue. I'm not sure what else to do. They have told me that they can/will listen to the previous calls and will fix the issue, but that is clearly not happening.
July 5, 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 package reservation. We understand Ms.-*** is requesting
a refund of $400.00, and for her return flights to be changed.
Our records indicate that on April 9, 2019, Ms.-***,
or an authorized user of her Expedia account, self-booked a package reservation
for two passengers using Expedia’s website, under itinerary ***. The
package included combined one-way fare flights, hotel accommodations and a
travel protection plan. The outbound
trip was with *** from San Francisco, CA, USA to Punta Cana,
Dominican Republic, departing on July 8, 2019. The return trip was with ***
***, from Punta Cana, Dominican Republic to San Francisco, CA, USA, departing
on July 14, 2019. The hotel
accommodations were with the ***, Punta Cana, Dominican Republic
for a check in on July 9, 2019 and a check-out on July 14, 2019. The total cost of the package was $3,404.41
($2,450.26 for the flights - $678.00 for *** and $1,375.86 for
***, and $1,350.55 for the hotel and travel protection plan). The
itinerary was cancelled on June 14, 2019, and a full refund of the hotel
portion was issued on the same day. An airline credit for future use was issued
for the value of her *** tickets on the day of cancelation, and a
full refund of the *** tickets was processed on June 19, 2019.
Upon review of the customer’s complaint, we can confirm that on June
15, 2019, Ms.-***, called Expedia requesting assistance to book new flights
using her ***’ credit. The
new reservation is from San Francisco, CA, USA to Oranjestad, Aruba, departing
on July 8, 2019, and returning on July 14, 2019. We reviewed the recording of the call and can
confirm Expedia’s agent advised the customer of the airline policy, stating
that the flight reservation is non-refundable and if changed, there will be
reissuance fee of $200.00 per person, plus any difference in fare. Ms.-*** was asked to verify the booked
flights through the confirmation email sent at the time of booking, and she stated
the itinerary is in good order.
Expedia serves as third-party intermediary with travel providers
such as hotels, car rental agencies and *** and is subject to the rules
and restriction of those providers. We hope you understand we must adhere to
the policies dictated by the vendors. Additionally, at the time of booking the
customer accepted Expedia’s Terms of Use, which expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
While we regret Ms.-***’ experience was not as we would
have hoped, based on the information provided above, Expedia is unable to assist
her in changing her flight without following the airline’s policy.
In respect to Ms.-***’ refund request, Expedia processed
a refund of $400.00 on June 26, 2019, back 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
I recently bought a flight through Expedia.com to fly from Boston to Jacksonville round trip June 21st-June 23rd. I purchased the travel insurance/protection just to be safe and unfortunately I ended up having to cancel my flight due to an unforeseen medical situation. The condition was previously undiagnosed and untreated albeit non life threatening it did make me unable to go on my trip. So after getting my medical situation under control and realizing I would not be able to take a three hour flight in my current condition I called Expedia to cancel the flight and utilize the the travel protection I wisely decided to purchase from them weeks earlier. But when I called to cancel and get a refund for the ticket price they told me that despite the fact I bought the protection on their website, they didnt sell it and cant guarantee the cost of the flight. They told me to contact a very sketchy sounding third party company so I could put in a claim with no guarantee there that it would be accepted. First, this is ridiculous, you offer something on your site you better back it up, especially with nothing anywhere stating you'll have to go through a suspicious sounding company you have never heard of. Second, what is the point of the travel protection/insurance if all I got for paying for it was the ability to call what very well could be a shell corporation and "place a claim" that most likely would not be approved. I didnt miss the flight because I was lazy or late, I was being administered test after test at a doctor's office to make sure my illness wasn't extremely serious. Did Expedia help or even care? Nope. They told me the basic customer service line of we technically don't sell that protection so we don't have to refund you. They never said otherwise and frankly, should be made to pay for misleading me as a consumer. I tried contacting them but again, they didnt even give me the time of day.
July
3, 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. We understand Mr. is
requesting a full refund of his flight reservation in the amount of $338.59.
Our records indicate that on June 7, 2019, Mr., or
an authorized user of his Expedia account, self-booked a roundtrip flight
reservation for one traveler using Expedia’s website, under itinerary
***. The booking is with *** from Boston, MA, to Jacksonville,
FL, departing on June 21, 2019 and returning on June 23, 2019. The total cost of the booking is $338.59 - $316.59
for the flight and $22.00 for the Cancellation Plan. The
details of Mr.’s Cancellation Plan coverage were provided during his
booking process, and by selecting to complete his booking he acknowledged that
he read and accepts the provided Rules & Restrictions.
At the time of booking, a confirmation email
was sent to Mr. with his booking details, including the following:
You have
purchased the travel protection plan (link: https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=US&StateCode=NW&ProductCode=009165&PlanCode=P1&FileType=PROD_PLAN_GM). Please refer to your itinerary number when
calling to ask or file a claim (link: https://claims.travelguard.com/myclaim).
Upon
further review, we show that Mr. sent us an email on June 21, 2019, requesting
a full refund as he cancelled the flight due to medical reasons. The customer
stated he purchased the Travel Protection Cancellation Plan and was advised to
file a claim through the provider. The customer then requested Expedia to
process the refund as he purchased the protection on our website.
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 vendors. Additionally, Mr. accepted
Expedia’s Terms of Use, which expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
While we regret Mr.’s experience was not
as we would have hoped, based on the information provided above Expedia is
unable to honor his refund request. We respectfully request that he follows the
instructions of his Cancellation Plan to file a claim directly with its
provider.
We thank you for allowing us the opportunity to
address the issues brought to our attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: it is unacceptable. I want a refund. I will continue rejecting this awful companies responses until I get one. I thought the Revdex.com stood up for consumers. It doesn't seem like it right now. Do something!!
Sincerely