On May 18th 2019. Expedia was suppose to have a text ready to pick us up at the hotel back to the airport at 12:20pm, we were told by the Expedia man at the hotel. It came to 1:00pm and still no taxi cab. I walked down to the Expedia man and he had no idea. He tried to look us up but had NO IDEA how to use a cell phone. Didn't call one person about how cab. It came to 1:30pm and my flight was at 3pm. We got a regular taxi cab from *** for $100 cash to get us to the airport on time. Next week I called about how we almost missed our flight and had to pay out of pocket for a cab when I paid for an Expedia taxi. The guy said he will refund me the $140. Because the Expedia cab was $40 and I paid an extra $100 out of pocket for something Expedia can't even do. After that the guy said he will give me a call back and refund my money.
Expedia.com Response
• Jul 03, 2019
July 3, 2019
Revdex.com
Mid-Western
and Central Ohio
Complaint
Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding her shuttle reservation.
Our records
indicate that on March 3, 2019, Ms., or an authorized user of her Expedia
account, self-booked a package reservation
using Expedia’s website, under itinerary ***. The package included
flights, hotel accommodations, shuttle transportation and a Package Protection
Plan. Travel was with *** from Philadelphia, PA, USA to Punta
Cana, Dominican Republic, departing on May 14, 2019 and returning on May 18,
2019. The hotel stay was at the ***, for the same dates. The roundtrip transportation was with a
Shared Shuttle from Punta Cana Airport to the hotel, provided by ***. The total cost of the roundtrip shuttle transportation was
$40.00.
We can confirm that on May 31, 2019, Ms.
*** contacted Expedia and stated she was not picked up by the shuttle
service at the hotel. Our representatives called the vendor but were unable to reach
them. An email was sent to the vendor on the same day to inquire of the issues experienced
by the customer. Regrettably, a response was not received. Ms. stated
that in order to arrive on time for her flight, she used a taxi which charged
her $100.00.
On June 24, 2019, Ms. called us
requesting a refund due to the inconvenience with the shuttle. We advised Ms.
*** we cannot issue a refund of the taxi charges without receiving a
receipt of the expense. However, we processed a full refund of her shuttle
booking, in the amount of $40.00. Our records show that an Expedia travel
coupon in the amount of $200.00 was offered to Ms. but was declined. We
do appreciate Ms.’ business and hope she will continue to use Expedia
for her future travel needs.
Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, airlines, and transportation companies like ***, 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 Ms. accepted Expedia’s Terms of Use, which
expressly state:
The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Partners. The Expedia Companies and the Expedia Partners are not
liable for the acts, errors, omissions, representations, warranties, breaches
or negligence of any such suppliers or for any personal injuries, death,
property damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority.
While we regret Ms.’ experience was not as we would have hoped,
based on the information provided above we are unable to honor her request for
an additional refund.
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 03, 2019
Complaint: ***
I am rejecting this response because: I don’t want to use Expedia again and just want my money back that I paid out of pocket to get myself to the airport on time.
1.TRAVEL CONFIRMATION #*** PREPAID FOR *** 5/17-5/20/2019. UPON ARRIVAL, CONTACTED EXPEDIA, RECEIVED APPROVAL TO CANCEL HOTEL. $225.78, along with confirmed refund for the same amount, which is correct.
2. REQUESTED EXPEDIA REBOOK AT *** FOR 5/17-5/20. WE STAYED 5/17 AND 5/18. ON MORNING OF 5/19 WE SAW A BED BUG CRAWLING UP BED, TALKED TO MANAGER, EXPRESSED CONCERN. I spoke with *** at the hotel who agrees that we should receive our refund FROM EXPEDIA, because we paid EXPEDIA. They approve.CALLED EXPEDIA FOR NEW BOOKING AND CANCELLATION. WE WERE TOLD THEY WOULD PROCESS THE REFUND REQUEST (***)- ***. THE MANAGER APOLOGIZED TO US AND CLEANED OUR ROOM RIGHT AWAY.We were charged $213.89(***). We are due $72.00 back for checking out on the 19th, after the bed bug incident.
3. EXPEDIA BOOKED US IN *** FOR 5/19, checked out 5/20. We were correctly charged $87.64
4. ONCE WE RETURNED HOME, WE HAVE SPOKEN WITH ***. THEY SAY THEY CANNOT REFUND BC THEY HAVE NO EXCHANGE OF MONEY. WE PAID EXPEDIA. WE CALL EXPEDIA AND THEY SAY *** DOES NOT AGREE THAT A BED BUG WAS IN OUR ROOM AND THEY WILL NOT HONOR THE DISCHARGE. EXPEDIA WAS SLOW TO RESPOND, IGNORING MULTIPLE PHONE CALLS AND EMAILS. THEN, FINALLY Roselle responded to us as Dear *** on 5/31 2019 at 12:20PM THAT THEY WOULD NOT HONOR THE REFUND . I FOLLOWED UP . THEY REITERATED THAT *** WOULD NOT RECOGNIZE THE REFUND. WE ARE BEYOND FRUSTRATED WITH THE CIRCULAR GAMES *** AND EXPEDIA HAVE PLAYED. once we returned home, Expedia was unsupportive, kept us on hold, disconnected the phone after hours on hold, did not return many emails, messages. Finally it's resolved. They refuse to release the funds for the night of 5/19. A night we did NOT stay at ***.
Expedia.com Response
• Jul 01, 2019
July 1, 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 reservation. We understand *** & *** is requesting a refund of one night.
Our records indicate on May 17, 2019, ***, or a person authorized for the account, booked a three night hotel stay with the ***, for check in the same night via itinerary ***.
Our customer contacted us the evening of May 19, 2019 requesting a partial refund for the reservation. Contact was made with the hotel and we were advised that there was no one available who could authorize a refund. We continued to contact the hotel on behalf of our customer and were advised on May 22, 2019 that a refund waiver was not available.
While we understand that *** & *** are requesting a refund, Expedia will not be able to supersede the terms and conditions of the hotel reservation selected by 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,
Denise H
Corporate Customer Service
Customer Response
• Jul 01, 2019
Complaint: ***
I am rejecting this response because: Poor customer service and expectation that we pay for 2 separate hotels for the same night stay is ridiculous. One with bedbugs, the other a new one. If Expedia did not think our request to ck out was reasonable, they should NOT have booked us at ***. They did. In doing so they are recognizing the deficiency in the level of cleanliness at the ***/***-which was unacceptable. As a matter of good business practice and customer service, Expedia should not be able to act duplicitously. If the bed bugs were acceptable, then they should have rejected our request for another hotel accommodation. We asked Expedia to book us because we trusted them to honor their agreement to seek a refund for us due to our reasonable request to stay somewhere that was not INFESTED. Expedia booked us for 2 hotels on the same night and made money. As a customer, no I reject being exploited and would like my $72.00 refunded.
Expedia sold us 2 tickets on ***. At no point did they indicate the tickets would not include a carryon and we did not find out the were economy basic until after we’d received the email receipt. Even then the email receipt didn’t list the baggage policy so we weren’t aware we couldn’t bring a carry on until 24 hours before the flight after we were already away from home checking in for our return flight, *** extorted $30/checked bag unless we paid an additional $100/passenger for a carryon. We would like Expedia to refund in full the checked bag fees + any additional fees and taxes accrued as a result of their misleading sales practices
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 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 May 11, 2019, Ms.
***, or an authorized user of the Expedia account, self-booked a Basic
Economy Fare flight reservation for two passengers using Expedia’s mobile app,
under itinerary ***. Travel
was from Denver, Colorado to Seattle, Washington departing on June 21, 2019, on
Alaska Airlines, and returning with *** Airlines on June 23, 2019. The total cost was $670.86 ($278.60 for the
outbound and $386.60 for the inbound flights, and $5.66 for the booking fee). We understand Ms. is requesting a
refund of $60.00, stating that during the booking process she was not advised
checked bags are not included in her air fare.
Restrictive fares such as “Basic Economy” are
different from “Main” Economy and other fares. These fares are usually
available at a significantly lower cost and have more restrictions, such as being
non-refundable, non-changeable, and being subject to additional charges for checked
bags and seating selections.
We can confirm that during the booking process, customers are advised on
several pages that they are booking a Basic Economy fare, and what its
restrictions are: Carry-on bag is not allowed, while Checked bag and Seat
choice are available subject to a fee. Only a Personal item is allowed free of
charge for both *** and *** Airlines. Customers are also provided with a
comparison of the selected fare against other fares/cabin classes (Economy,
Economy Flexible, Saver, Main, First) with the option to upgrade their choice.
Furthermore, customers are advised to check directly with the airline for
baggage information.
After the booking is created, the customers’ email confirmation also
indicates their booking type and restrictions, and states the following:
The airline may charge
additional fees for checked baggage or other optional services.
Nonetheless, as a courtesy exception on July 2,
2019, Expedia processed a refund of $60.00 back to the customer’s original form of payment. The time it takes a
refund to appear in the customer’s account depends on their banking
institution, usually within three to five business days.
We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
On June 10 2019 I booked and paid for a hotel stay at the *** in *** Ohio. I paid for this online. When I got to the hotel on June 10 th after 9pm the clerk needed for me to call Expedia to get the credit card confirmation. I called Expedia - I was told that the computers are down and to call back in 4 hours - which would have been 2am. Therefore I was not able to check in under this itinerary number ***. I have called and emailed Expedia numerous times about this. They have put me hold for 40 minutes, then told me they would call me back within an hour - and never did. They have stalled to timely resolve this - their behavior is fraudulent. They advertise the service of booking for this hotel, after I paid for it online - and went to the hotel I was unable to check in due to Expedia and their behavior following this is evident of their fraudulent intentions.
Expedia.com Response
• Jul 01, 2019
July 1, 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 $52.07.
Our records indicate on June 10, 2019, Ms. or an authorized user of the Expedia account booked a one way hotel reservation at *** by ***, checking in on June 10, 2019 and checking out on June 11, 2019; via ***. A confirmation email was emailed to the email address on the Expedia account, it was first opened on June 10, 2019 and reviewed seven times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm from June 12, 2019 through June 28, 2019, Ms. called in numerous times advising she would like a refund for the reservation. She stated upon arrival, the property requested a credit confirmation of payment and suggested she contact Expedia. The hotel clerk advised that they were not able to confirm the payment and that Expedia needed to be contacted. Our representative tried calling the hotel but they were not available. Ms. wants a refund of $52.07 for hotel. Upon arrival at the hotel the hotel clerk advised they have no record of payment. Our representative tried to contact hotel but number was not in service. Per the notifications log the hotel was never sent a confirmation of reservation. Our representative advised Ms. to send in a copy of a receipt showing the hotel was paid directly. An email was sent to the hotel since the agent was unable to contact the hotel via telephone. Ms. emailed a copy of her receipt showing she was charged by Expedia, not by the hotel.
After further review on July 1, 2019 the reservation was booked correctly. The hotel appropriately supplied a confirmation number for the reservation. Expedia called the hotel back and they advised they charged Ms. $53.00 directly. Advised they charge her because they do not have their system up and running to see the actual reservations. They authorized me to issue a refund for the reservation booked on Expedia. Issued a refund for $52.07 to *** ending ***. Emailed a refund receipt to Ms. email address. The refund shall appear back on the original card in three to seven business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Booked a hotel room through Expedia. When I arrived at the destination, I was told by the hotel that I had no reservation and that they were booked. Waited 30 minutes on hold to talk to an Expedia agent. Was transferred to another department and had to wait 1.5 hours while this agent told me there were no hotels in the area. I was booked a hotel 20 minutes from the beach AND the rooms were not big enough so I had to get two rooms and separate my party. Expedia would not refund my money. They matched what I paid for my ocean front/balcony hotel room to a room in another city nowhere near the ocean. They offered to gove me a $250 Expedia credit for future use. I declined as I will never ise Expedia again as I do not trust them.
Expedia.com Response
• Jul 01, 2019
July 1, 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 $1671.96.
Our records indicate on June 3, 2019, Ms. or an authorized user of the Expedia account booked a one way hotel reservation at ***, checking in on June 23, 2019 and checking out on June 27, 2019; via ***. A confirmation email was emailed to the email address on the Expedia account, it was first opened on June 3, 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 23, 2019, Ms. contacted Expedia to advised that the hotel did not have a reservation/room available for her. Our representative called the hotel and they confirmed they did not have any rooms and advised they did not have a reservation for the guest.
After further review on July 1, 2019, Expedia was able to verify the reservation was confirmed on June 3, 2019. We contacted our Relocation Department and they advised on June 23, 2019 the hotel was overbooked. They stated in communicating with Ms. she mentioned the reservation should have had a pull-out couch. Our representative verified the reservation did not include a pull out couch amenity. Our Relocation Department relocated Ms. to a new hotel and issued a refund for the difference in price of $76.40. Ms. was offered a coupon of $250 but she declined and asked for a supervisor. There was no other documentation available about the communication with the supervisor.
As a gesture of goodwill for the inconvenience of the hotel being overbooked, we have applied a $50 and $200.00 coupon to Ms.’s account. The vouchers are valid until August 31, 2020 and good for anyone who books a “Pay Now Hotel” or a “Pay Now Hotel and a flight” while being logged into Ms. account. The vouchers cannot be used in conjunction with one another on the same itinerary. They are for the creation of two separate reservations. If Ms. does not use them before they expire, they will simply expire from the account.
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. 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 01, 2019
Complaint: ***
I am rejecting this response because:
Expedia clearly did not book my reservation which was confirmed on June 23, 2019 when they called the hotel and was told that there was no reservation for me. The issue has nothing to do with there being a pull out couch or not... it is about me making a reservation, paying in advance for the booking, and then no reservation actually being made. I went from a beach-front, balcony room for 6 to a hotel 20 minutes inland that required daily driving AND was not big enough for my family so we were placed in separate rooms. That is unacceptable and ruined the vacation.
Sincerely
Worst service ever!!!!
I made a reservation and bought the insurance online. However when I want to change my trip (shorten my rental time window), I was told my insurance cannot be cancelled because I picked my car up based on my reservation.
How ridiculous it is!!! I didn't rent a car any more but I still have a rental insurance!!
I booked travel with expedia in 2018. they double booked me on the last leg of my flight from Detroit to Toronto CA.
when I tried to board the flight the agent for the airline said you are booked twice for this flight as your name appears twice on the passenger list. I only booked obviously myself once and paid for it. I know this to be true because when you book with expedia you cant even book a flight UNLESS its paid for in full in advance. Expedia has now sent the amount of the double booked flight $177.60 to collections after I have attempted to explain this to then on numerous tries. they simply wont listen to reason that their own system wouldn't allow something like this to happen. now they are ruining my very good credit.
Expedia.com Response
• Jun 30, 2019
June 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting information regarding a duplicate charge and assistance in restoring credit.
Our records indicate on October 7, 2019 ***, or a person authorized for the account, booked flights for one passenger, departing with *** Airlines, traveling from San Antonio, TX, USA to Toronto, ON, Canada on October 16, 2018, and returning with United Airlines on October 18, 2018.
On October 8, 2019 similar flights were booked under a different account and email address. The flights booked departed with *** Airlines, traveling from San Antonio, TX, USA to Toronto, ON, Canada on October 16, 2018, but returned with *** Airlines on October 18, 2018.
In both cases the flights were confirmed via an online itinerary in the respective customer accounts they were booked in, and confirmation emails were sent to the email address provided for confirmation.
The billing for each of the flights was directly between the customer and the airline. As such, Expedia cannot provide a refund.
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 01, 2019
Complaint: ***
I am rejecting this response because:
I am not asking for a refund, Expedia is trying to collect form me the amount of the double booked ticket on that date. I bought a ticket through expedia however I didn't not buy two tickets to the same destination and expedia now has sent the amount of the double ticket to collections against me.
again there is no possable way for me to even book a ticket through expedia without paying for it before getting a confermation so this 100% the fault of expedia and they are ruining my credit by trying to collect the amount that I didn't buy or even use.
tere is no way that this trasaction is even possable and they are trying to collect money form me that I didn't " book" a ticket with them.
they need to immediately stop the collections ASAP .
I purchased a trip that was supposed to be for economy to Italy for August 13th stay in Rome and fly to Calabria on the 15th and come back to Florida on the 30th. I called up to see if I can stay an extra night and change to the 16th to go to Calabria and they said no changes can be made. Which is weird because I never had a problem before. So they said I could just phcrchase 2 new tickets for the 16th. So that’s what I did. I then found out that if I don’t take the 15th flight my entire return trip will be cancelled. This is absolutely unfair sales practices. I asked why and they said I have something called economy light which I never purchased everything said regular economy. They did un fair practices and baited and switched. This is against the law. I called up several times spoke to several managers and no one cares and said to bad. So now I wasted an extra 150 dollars and have been mislead by Expedia that it was economy but Is actually economy light.
Expedia.com Response
• Jul 01, 2019
July 1, 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 change of flights and a refund.
Our records indicate on March 1, 2019, ***, or a person authorized for the account, self-booked roundtrip flights for two passengers with *** traveling from Miami, FL, USA to Lamezia Terme, Italy, departing on August 13, 2019 and returning on August 30, 2019, via itinerary ***.
The terms and conditions from the airline were provided at the time of booking and accepted by the customer when the purchase was completed on itinerary ***. They advise that the flights are nonrefundable, and changes are not permitted.
On June 19, 2019, the customer also self-booked one way flights with *** for travel from Rome, Italy to Lamezia Terme, Italy, departing on August 16, 2019 via itinerary ***.
The terms and conditions accepted by the customer for itinerary *** at the time of purchase advised that the flight is nonrefundable. Changes may be made for these tickets with a fee of EUR 60.00 per ticket, and other restrictions apply.
While we understand that the customer is requesting a change to the flights on itinerary *** and a refund of the flights on ***, we will not be able to supersede the terms and conditions of the flights selected by 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,
Denise H
Corporate Customer Service
Customer Response
• Jul 03, 2019
Complaint: ***
I am rejecting this response
There was never anywhere when I purchased the tickets on the app that this was an economy light flight the pictures prove it that is false claims by Expedia not only that but I was lied to by the agent when I called and they persuaded me into buying another ticket for the 16th which I did and was never told that If I did not go on the flight on the 15th that my entire trip would be cancelled this is a very shady sales practice and unfair to a customer I spend a tremendous amount with you guys and this is the worst experience I have ever had Everything that they are claiming is incorrect and I have the pictures
Expedia stole my refund. Purchase a flight thru Expedia to travel to Brazil. The purchase was 1107.09. An emergency came up the week I was suppose to travel. A Death in the family. I contacted Expedia and they told me I need to contact *** because thru them they did the purchase. I contact them and inform the death of my family member and they refunded only 799.31. So they explain for me to get the rest of money I need to send them copy of death certificate and they will determined if they can refund my money. So I did send copy of the death certificate. They stated the rest of money they send it directly where I purchased my flight. I purchase flight thru Expedia.com. They stated they can not refund the 308 directly to my card. They send money to Expedia to refund my money. When I called they denied their assistance and had me call *** again. *** stayed I gave to contact Expedia money refunded to them. Expedia refused to help me. They stated the are not who refund money. *** clearly stated money 308.00 was refunded to where I purchase my flight ticket. I never received my refund.
Expedia.com Response
• Jun 29, 2019
June 29, 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 April 6, 2018, Ms., or an authorized user of her account, booked a flight reservation through an Expedia agent, under itinerary ***. Travel was with ***, departing on December 12, 2018, returning on December 18, 2019, from Regina, SK, Canada t Las Vegas, NV, United States to Florianopolis, Brazil. We understand Ms. is requesting a refund of the remaining value of her cancelled ticket in the amount of $308.00.
Upon receipt of the complaint, we can confirm that the refund of $799.31 was processed on November 28, 2018 (Per ticket policy: original fare minus the cancellation fee of $300.00). Since a refund was processed for the cancellation of your flight reservation, Expedia no longer has the control on the tickets. Hence, the reason we advised Ms. to submit a claim to request the refund of the penalty fee directly through ***’s 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. *** 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. Furthermore, Expedia’s Terms of Use were advised and accepted by Ms. at the time of booking:
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, but based on the information provided above, Expedia is unable to honor his refund request, 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 11, 2019
Complaint: ***
I am rejecting this response because:
Good morning, I did not realize they respond until now. Please reopen the case and investigate with ***. I follow all procedure with *** and they clearly stated that my 300 dollar refund was send to where I purchase the ticket in the first place which was Expedia. These people stole my refund. And they are cleaning themselves as if they do nothing. Stating they are 3rd party but really robbing people’s money. If you go online and look a lot of people has had the same situation with Expedia. Trip cancel they have stolen their money. They have rob many peoples money. After it happen, that when I realized they have a scam. So I ask, please, any effort that you can do to help me have them return the money will so be appreciated. I am at the point I ran out of options where to go for help. I am a single mom trying to survive and what they did is with no compassion. So please. If your have any question please contact me at ***. And please reopen case. Thank you in advance.
Enclosed please find the correspondance I've recently
had with Expedia Corp. in Bellevue, Washington.
The long letter explains what I attempted to do in
booking a bed and breakfast for one night. I abandoned
the effort without completing the transaction and called
the establishment where I wanted to stay instead. They
(or their computer system) did what I had not and simply
finished the transaction which I had not done. My frustration
and loss is spelled out in my letter. When I first tried
their "Customer Service" line I had to talk to someone
in the Philippine Islands who barely understood me and was
of no help at all. As you will see, they rejected my complaint
and have not reimbursed me for what I did not confirm
and did not want. Your attention to this matter would
be greatly appreciated.
Sometime in mid-March I attempted to book a bed and breakfast
in Chichester, UK on your site. At some point I became
frustrated with the process, logged out on the library
computer I was using and simply called the establishment
on the phone to book. On April 4 I went to my e-mail and
found a message saying I had booked and been charged for
a room for March 30 and 31 (two nights). I never completed
or confirmed my booking with you; I simply abandoned it and
logged out, but I clearly made the mistake of leaving my
name and credit card in your system. I was charged over $183
for something I didn't want and never intended to order. It
was my intention to stay in Chichester for one night, April
30th, not two nights in March. Having NOT confirmed the order
I made no attempt to look at my e-mail again until it was too
late to catch and (hopefully) cancel your error. I can only
assume your syst·em took an incomplete order and took it as
done. I would like you to expeditiously review this a~
reimburse my *** card for the full amount. I tried calliag
your customer service aumber aftd got someo~e I could hardly
uftderstand in the Philippine Islaftds! I tried callitg your
Bellevue ~umber aad could not get a" actual person Oft the line.
The "itinerary" number I fouttd in t~e e-mail was #***.
'Please correct your mistake and reimburse my money.
Expedia.com Response
• Jun 28, 2019
June 28, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel reservation refund request.
On March 27, 2019, Mr. self-booked a hotel reservation for March 30, 2019 to April 1, 2019 (2 nights). There was no return flight booked on the reservation. Mr. paid $176.74 for the hotel. Mr. claims he did not finalize the reservation while on our website and is requesting a full refund of $176.74.
We have reviewed Mr.’s complaint regarding his request for a full refund. Mr. mentioned he did not finalize the booking and days later noticed the reservation had been made. On April 15, 2019, Mr. contacted Expedia and our agent escalated the case to be reviewed by the Expedia corporate customer service department. The corporate agent was able to review Mr.’s session. Our agents are able to use a system which captures the customers session while booking on our site. There, our corporate department found Mr. clicked on “Complete Booking” after typing in his full credit card information. Since this is not considered a site error then no refund was to be provided and Mr. was informed by email as seen on the screenshot he has provided.
I thank Mr. for providing the details regarding his case and suggest that in the future he reviews the email confirmation that is automatically sent to him when booking. Our customers may contact us immediately if they have any questions regarding any activity on our site. If Mr. believes the reservation was cause fraudulently by another user, he may wish to file a fraud claim with his financial institution.
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.
On 3/4/19 we booked a flight thru Expedia for a trip (7/5/19 to 7/10/19) from Denver to Portland OR. We purchased the travel insurance, in case anything happened. On 4/25/19 we had to cancel that flight, as we would not be leaving from Denver. I re-booked and purchased a ticket from Wichita KS to Portland for the same dates. I sent a request to Expedia for a refund, and was told by 2 separate agents that they would not refund this because it does not constitute a valid reason. So, I contacted the credit card thru which I purchased the tickets, and they replied to me that there was not anything that they could do. They told *** that the original ticket. from Denver to Portland, is still active. (of course it is, because they never cancelled it on 4/25/19; and I paid for it AGAIN, when I booked the second set of tickets on 4/25/19!!) So, I have paid for the trip from Denver to Portland twice...and Expedia refuses to refund the $613.20 that I paid the first time. (Incidentally, they did refund me for the travel insurance??? I thought that was funny!!) I will NEVER use Expedia again!!
Expedia.com Response
• Jun 29, 2019
June 29, 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 flight reservation.
Our records indicate that on March 4, 2019, Mr., or an authorized user of his account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel is with ***, departing on July 5, 2019, returning on July 10, 2019, from Denver, Colorado to Portland, Oregon. A Cancellation Plan was purchased with the itinerary. We understand Mr. is requesting a full refund of his flight reservation, utilizing the purchased Cancellation Plan.
Upon review of Mr.’s booking, we have verified that the following flight mandated ticket policy was provided and accepted at time of booking, and the terms of coverage for the insurance through TRAVELGUARD were provided prior to purchasing the plan. The following terms were displayed during the booking process:
*** Basic Economy Fare Rules
Restrictions include:
· Pay to choose your seat
· Carry-on bag not allowed
· 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
The coverage of the policy was made available to you before finalizing the purchase and after your purchase was completed. This was also provided on the email confirmation.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** 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.
While we regret your experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor your refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Jul 01, 2019
Complaint: ***
I am rejecting this response because:
According to Expedia's website, per the attached, under personal reasons: in case of any personal reason you have to cancel your trip "we have your back". What a joke! This is the 2nd time that I have had issues with Expedia, and as the old saying goes "fool me once, shame on you; fool me twice, shame on me". Perhaps I am the only one this has happened to, and I realize I am just a number to Expedia and don't frequently use their service; but I will NEVER use them again!! (We had to cancel our trip last year because my wife had surgery. We had a doctors letter, explaining the situation, but they would not allow us to cancel the trip; so I lost $600.00+.)
And now this time, I paid for a trip from Denver to Portland TWICE (and lost another $600.00). I originally called *** to find out if I could change the original ticket and add on a flight from Wichita to Denver, as we could not fly out of Denver; they said they could not do that and that I would need to check with Expedia. And around and around we went. So, as shown on the attached I have paid for a flight from Denver to Portland and a ticket from Wichita to Denver to Portland. What a ripoff!!
I hope that you will publish some of this experience, as this might help some other unsuspecting customer that 'buyer beware' when using Expedia!
Terrible experience dealing with crooks and scammers. Had a round-trip booking from Orlando to Toronto. Had to cancel for unforeseen circumstances. Already had purchased a flight protection plan and paid extra for it. When I called Expedia the answer was no cancellation and no refunds available. And extra 100$ were asked to change the flight. Never again
On February 25, 2019 through Expedia I made reservation for a two night stay at a resort in Dominican Republic that I saw through Expedia's website which Expedia charged $439.44. The place: *** Tel. *** or ***. When upon arrival we were take to the main building which is not what I saw on the Expidias website. Our room was not overlooking the ocean. We were put on a as they said "a recently renovated building". The room was on the first floor by the buffet where workers were hanging with other guests. The A/C was not working. The door jamb was busted. The place was dirty so as not to call it filthy. Toilet had been used not flushed. The shower floor was slimey and the running water in both sink and shower was salty. I called front desk and I expressed my concerned and was told someone has to get that room. I called Expedia right away. I expressed my concens was told how sorry they were and refund would be made. We stayed the one night I was afraid to travel in the DR at night and left very early next morning no hygiene cause there was no clean water. As I complained I was ignored by front desk and glared at. Felt very uncomfortable. Sent a few email to expedia with itinerary # *** to no resolution. In lieu of everything that is happening in D R am sure to be correct on not feeling safe.
Expedia.com Response
• Jun 28, 2019
June 28, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a hotel reservation. We understand that Ms. is requesting a
full refund of $439.44.
Our records indicate that on February 24, 2019, Ms.
***, or an authorized user of her Expedia account, self-booked a
non-refundable hotel reservation using Expedia’s Mobile App, under itinerary ***. The accommodations were with the ***, with a check in on February
28, 2019 and a check out on March 2, 2019.
The total cost of the booking was $441.86 (the customer was charged
$439.44 and used 338 Expedia Rewards points equivalent to $2.42).
Upon further review, we can confirm that on February 28,
2019, Ms. called Expedia requesting an early check-out as the conditions
of the hotel were not acceptable. Ms. decided to stay the first night as
it was too late to seek re-accommodations.
Expedia received the screenshots of the state of the hotel and our
agents reached out to the vendor to request a refund on the customer’s behalf.
Regrettably, the refund request was declined.
Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers. Expedia does not own, operate or
otherwise run any hotels. We hope you
understand we must adhere to the policies dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of the Expedia Companies or the Expedia Partners. The Expedia
Companies and the Expedia Partners are not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Partners have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.
Nonetheless, in respect and consideration of Ms.’ experience,
Expedia issued a full refund of $439.44, and 338 Expedia Rewards
points, back to the original form of payment.
The time it takes a refund to appear on the customer’s account depends
on their banking institution, usually within three to five business days.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
I booked a rental car through expedia for the ***. I chooses the “POP” airport due to the good deal on a car with *** through expedia. When I got to the airport there were no cars left at *** and the only one was with ***. This car ended up costing $592.37 instead of only $133. The manager I spoke with at Expedia told me to book it with my personal credit card and that they would refund the difference. I did this however Expedia has only credited me for $77 which is not sufficient. I paid them to reserve a car and they literally left me stranded at the end of the day in a foreign country. The initial reservation code I used with Expedia for the *** rental was ***. I ended up using *** which was the only car left at the location.
Expedia.com Response
• Jun 28, 2019
June 28, 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 car rental reservation.
Our records indicate that on June 14, 2019, Mr., or an authorized user of his account, self-booked a car rental reservation using Expedia’s Mobile Site, under itinerary ***. Reservation was with ***, with a pick-up date of June 15, 2019, and drop-off date of June 21, 2019. A Collision Damage Plan was purchased with the itinerary. We understand Mr. is requesting a refund of $459.37, stating he had to purchase a new reservation *** did not have availability for 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. Expedia does not own or operate any travel related services or companies, nor do we have any control over the car rental agency’s availability. Any unforeseen circumstances that have occurred through their services offered, would need to be addressed directly by the vendor. Additionally, Mr. agreed to the following Expedia Terms of Use when completing the booking:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Because we value Mr. as a customer and regret his experience, Expedia is happy to honor his refund request. A refund of $459.37 was processed today, June 28, 2019 back to Mr.’s original form of payment. The time it takes to receive the said refund will depend on Mr.’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.
I have booked a travel plan due to a deposition planned to Washington DC area. However, due to the volatile nature of the trial, I have booked a travel protection, in case cancellation was to be needed. When I attempted to cancel my travel, I was unable to. After several attempts, I have contacted Expedia directly.
Upon communicating with the employee, because it is a basic economy ticket, this was not covered under the protection.
I found this to be fraudulent for two reasons. First, it was not made apparent or conspicuous when purchasing the travel protection that these restrictions apply (it was not part of the terms, or if it was, it may have been very short segment). Second, if these restrictions were to apply in the first place, it appears to be dishonest and fraudulent to offer such services in the first place. Had someone purchased a travel protection, then never had the need for travel protection, it means the company is fraudulently robbing people.
I believe that given the misleading advertisements and policies, it is reasonable for Expedia to provide full refund (both airline tickets AND travel protection) and cease to offer travel protection when it does not apply to the customers.
Expedia.com Response
• Jun 28, 2019
June 28, 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 flight reservation.
Our records indicate that on June 2, 2019, Mr., or an authorized user of his account, self-booked a combined one-way, Basic Economy Fare flight reservation using Expedia’s website, under itinerary ***. Travel was with *** and ***, departing on June 25, 2019, returning on June 28, 2019, from San Francisco, San Francisco, CA to Washington, DC. A Cancellation Plan was purchased with the itinerary. We understand Mr. is requesting a full refund of his cancelled reservation, utilizing the purchased Cancellation Plan.
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 Mr. 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 United Basic Economy Fare Rules
Restrictions include:
Pay to choose your seat Carry-on bag not allowed 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 Mr. 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.
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. *** and *** were the operating carriers and merchants 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, Mr. 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 Mr.’s experience was not as we would have hoped, based on the information provided above, unable to honor his refund request, because the funds are not held by Expedia. We recommend that he contact TravelGuard, the administrator of the purchased protection plan to file a claim. The email confirmation he received, also contains a link where he can file a claim.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On June 04th of 2019, I mistakenly booked a hotel in LA, Nevadas instead of booking it in LA, California through Expedia. The purchase was insured. I contacted them over the issue in order to refund me the money, which was a total of $388.19. Until now, Expedia is not willing to give me the money back. If I do not get the refund, I will greatly financially affected by the loss.
Expedia.com Response
• Jun 28, 2019
June 28, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***-*** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 4, 2019, Mr. ***, self-booked a non-refundable hotel reservation using Expedia’s Mobile Site, under itinerary ***. Reservation was for the Cancun Resort by Diamond Resorts, with a check-in date of June 4, 2019 and a check-out date of June 8, 2019. A Hotel Booking Protection Plan was purchased with the itinerary. We understand Mr.-*** is requesting a full refund of his unused hotel reservation.
Upon receipt of the complaint, we have verified that the booking details, including a hyperlink for the terms of the Hotel Booking Protection plan 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. Furthermore, the following mandated hotel cancellation and change policy was advised and accepted by Mr. *** at the time of booking:
Cancellations and changes
o The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
o No refunds will be issued for late check-in or early check-out.
o Stay extensions require a new reservation.
Expedia advocated on Mr. ***’ behalf and reached out to the hotel to see if they would approve the refund for the unused hotel reservation. Since the confirmed reservation was non-refundable, the hotel advised that they would not authorize a refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, airlines, and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which Mr. *** agreed to 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. ***’ experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request. We recommend that he contact TravelGuard, the administrator of the purchased protection plan to file a claim. The email confirmation he received, also contains a link where he can file a claim.
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 purchased a package deal for two to Waikiki. The one passenger was killed in an auto accident. I contacted to just change the name o. The ticket so my friend could help me spread my fiances ashes on what was supposed to be our honeymoon. Not only was I charged a $250 canceled ticket feels but had to pay $510 for literally the exact ticket I already had. Same seats and all. How a company can charge $250 and $510 to a woman who just lost the live of her life is beyond me. As if expenses aren't enough when someone passes away. Nope this company found a way to take almost another $1k. This needs to be resolved. Absolutely outlandish. Company already offered to refund the $250 which I have in a company message and they never did!
Expedia.com Response
• Jun 28, 2019
June 28, 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.
Expedia extends our deepest sympathies for Ms.’s loss.
Our records indicate that on April 16, 2019, Ms., or an authorized user of her account, self-booked a package reservation using Expedia’s mobile app, under itinerary ***. Travel is with United, departing on October 23, 2019, returning on October 23, 2019, from Everett, Washington to Honolulu, Hawaii. The hotel reservation is for the ***, with a check-in date October 23, 2019 and a check-out date of October 27, 2019. We understand Ms. is requesting a refund in the amount of $390.00 ($250.00 change fee and $140.00 for the fare difference of the newly purchased tickets) due to extenuating circumstances.
Upon receipt of the complaint, we can confirm that during the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation. Furthermore, the following mandated flight cancellation and change policy was advised and accepted by Ms. at the time of booking:
Tickets are nonrefundable, nontransferable and name changes are not allowed.
On June 9, 2019, Expedia sent an email to Ms., providing instructions on how to submit the refund request through the airlines; as United requires that all passengers contact them directly for refund considerations.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels,car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the policies dictated by the airlines.
Based on the information provided above, Expedia is unable to honor Ms.’s refund request. We kindly ask Ms. to contact the airlines directly for further assistance of the refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Jul 02, 2019
Complaint: ***
I am rejecting this response because: I contacted the airlines and was advised that this cannot be handled by them due to being purchased thru Expedia. I also have a conversation with an Expedia rep that advised me if I responded to the email Expedia sent me with a copy of the death certificate that the Expedia employee would hand the information and and that I did not have to do anything else. I had to pay to get another copy and since I don't have a scanner I had to pay to use a *** to have it scanned and emailed. Here I am yet again out more money!
So my understanding is you are passing me off to the airlines, who advised me before contacting you? That I have to handle it with airlines even though I have it writing from your company representative that Expedia would handle the refund for the $250 cancel fee? So now you, as a company, are not going to follow through with what I have in writing from your own employee? I cannot believe this is how Expedia handles customer issues. Promises a refund (in full with information provided which it was), promises to handle it all for the customer, does none of what they promised and the tries to pass them off to someone else. Cool, that sounds like the perfect way to run a business.
Please at least refund the $250 cancel fee. I can then have a solid leg to stand on going against the airlines for the ticket price difference.
I purchased airline tickets on 15 February 2019 for myself and my husband. When I received the confirmation email, my first name was misspelled. I immediately called customer service to correct my name. Instead of correcting my name, they issued another ticket, and I was charged for an additional ticket # ***. I then had to cancel the tickets due to schedule change, and I cancelled the tickets within the 24 hour window, and purchased 2 new tickets with the correct dates, directly through *** this time. I ended up being charged by Expedia or *** for the ticket that they issued due to my name correction. I contacted Expedia, and they said that the name correction counted as a ticket change, and that they would not refund the ticket. I contacted ***, and they said their policy is that a name change does not count as a ticket change, and I should not be charged for the name correction, and I should have received a full refund. I contacted Expedia, and spent 2 hours on the phone, and was told the charges would be refunded for all 3 tickets, and received an email confirming that I was entitled to a full refund. I received a refund for the original 2 tickets, but not the third one they issued due to my name correction. I contacted Expedia again, and after 2 more hours was told they did not charge me, that *** did. I contacted ***, and they said they did not charge me. I contacted Expedia again, and they said my bank made the charges to my account. I contacted my bank, ***, and they opened an investigation, and verified that they did not charge me. My bank is still investigating, and reversed the charges pending the investigation findings, but said if Expedia does not pay, I will be charged $288 for a ticket that I did not authorize to be charged to my account; I only authorized the first 2 tickets, that were refunded. I am requesting assistance with ensuring that Expedia is held accountable, and refunds my money.
Expedia.com Response
• Jun 28, 2019
June 28, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia ***
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 (insert product).
Our records indicate that on February 15, 2019, Ms., or an authorized user of her account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel was with ***, departing on March 5, 2019, returning on March 11, 2019, from Pensacola, Florida to Chicago, Illinois. We understand Ms. is requesting a refund of $288.00, stating her account was charged for a ticket issued due to a name correction.
Upon receipt of the complaint, we researched the issues brought to our attention. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation.
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.
Upon further research, our system shows that the three tickets booked under Ms.’s itinerary were all voided; to which, no charges were processed on the account. To verify our claim, Expedia reached out to *** to advocate on Ms.’s behalf, inquiring about the $288.00 charge on the account. *** verified no charges were made on the itinerary as flights were voided. Below are the details:
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a hotel via expedia.com. When the price dropped a little, their CS team refused to make a price match. Instead they answered: "As part of our Expedia Hotel Price Guarantee, we are pleased to inform you that you booked a refundable hotel reservation. To avail the cheapest rate available online via our website, we suggest that you rebook a new reservation with the lower rate on our website and cancel the original one. Please be reminded that rates and availabilities are always subject to change."
------------
Obviously, by the time they replied me, the price had changed again and there was no sense to rebook.
Disappointing experience.
Expedia.com Response
• Jun 28, 2019
June 28, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding her Hotel Price Guarantee claim.
Our records indicate that on May 14, 2019, Mrs.,
or an authorized user of her Expedia account, self-booked a refundable hotel reservation
using Expedia’s website, under the itinerary ***. The reservation was with the *** Tokyo, Japan for a check in on May 30, 2019 and a check
out on June 4, 2019. The total cost of
the booking was $515.38. The customer was charged the amount of $515.38 and
used 313 Expedia Rewards points equivalent to $2.24.
Upon review of the customer’s concerns we can confirm Mrs.
*** sent the Hotel Price Guarantee screenshot claim through email. The screenshot dated on May 20, 2019
showed the total hotel price of $496.41, with a price difference of $18.97.
As Mrs.’s reservation was refundable, our representative advised her
to cancel it and re-book a new reservation with the lower rate. We understand
Mrs. was not able to do this prior to the price increasing.
On June 28, 2019, Expedia
honored Mrs.’s Hotel Price Guarantee claim by issuing a refund of
$18.97, back to the original form of payment. The time it takes a refund to
post to the customer’s account depends on their banking institution, usually
within three to five business days.
We regret Mrs.’s experience was not as we would
have hoped, and any subsequent inconvenience caused. We appreciate the feedback
as it helps us improve upon the customer experience.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
Customer Response
• Jul 01, 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 wanted to book a car rental and wanted to compare across rental car companies, so I thought Expedia would be a good resources for that. Unfortunately, despite having asked for my flight arrival time, they offered me a booking with a car rental company that was closed upon my arrival. If it wasn't for the fact that all rental companies were under one roof and a different rental company was willing to honor my right (even though they had no obligation to do so), I would have had to wait 8 hours to get my rental car. Fortunately, I had selected the "pay later" option, so I wan't out any $, but there were customers behind me who had the exact same thing happen to them AND they had pre-paid.
When I asked behind the counter about whether it was the rental company's fault of Expedia, they told me that had I tried to book directly through the car rental site, it would have blocked me with a notice that they were closed during my arrival time. Clearly this was Expedia's fault because they get a commission on every sale, even if there is no one there to actual service the customer.
On May 18th 2019. Expedia was suppose to have a text ready to pick us up at the hotel back to the airport at 12:20pm, we were told by the Expedia man at the hotel. It came to 1:00pm and still no taxi cab. I walked down to the Expedia man and he had no idea. He tried to look us up but had NO IDEA how to use a cell phone. Didn't call one person about how cab. It came to 1:30pm and my flight was at 3pm. We got a regular taxi cab from *** for $100 cash to get us to the airport on time. Next week I called about how we almost missed our flight and had to pay out of pocket for a cab when I paid for an Expedia taxi. The guy said he will refund me the $140. Because the Expedia cab was $40 and I paid an extra $100 out of pocket for something Expedia can't even do. After that the guy said he will give me a call back and refund my money.
July 3, 2019
Revdex.com
Mid-Western
and Central Ohio
Complaint
Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding her shuttle reservation.
Our records
indicate that on March 3, 2019, Ms., or an authorized user of her Expedia
account, self-booked a package reservation
using Expedia’s website, under itinerary ***. The package included
flights, hotel accommodations, shuttle transportation and a Package Protection
Plan. Travel was with *** from Philadelphia, PA, USA to Punta
Cana, Dominican Republic, departing on May 14, 2019 and returning on May 18,
2019. The hotel stay was at the ***, for the same dates. The roundtrip transportation was with a
Shared Shuttle from Punta Cana Airport to the hotel, provided by ***. The total cost of the roundtrip shuttle transportation was
$40.00.
We can confirm that on May 31, 2019, Ms.
*** contacted Expedia and stated she was not picked up by the shuttle
service at the hotel. Our representatives called the vendor but were unable to reach
them. An email was sent to the vendor on the same day to inquire of the issues experienced
by the customer. Regrettably, a response was not received. Ms. stated
that in order to arrive on time for her flight, she used a taxi which charged
her $100.00.
On June 24, 2019, Ms. called us
requesting a refund due to the inconvenience with the shuttle. We advised Ms.
*** we cannot issue a refund of the taxi charges without receiving a
receipt of the expense. However, we processed a full refund of her shuttle
booking, in the amount of $40.00. Our records show that an Expedia travel
coupon in the amount of $200.00 was offered to Ms. but was declined. We
do appreciate Ms.’ business and hope she will continue to use Expedia
for her future travel needs.
Please note
that Expedia serves as a third-party intermediary with travel providers such as
hotels, airlines, and transportation companies like ***, 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 Ms. accepted Expedia’s Terms of Use, which
expressly state:
The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of the Expedia Companies or
the Expedia Partners. The Expedia Companies and the Expedia Partners are not
liable for the acts, errors, omissions, representations, warranties, breaches
or negligence of any such suppliers or for any personal injuries, death,
property damage, or other damages or expenses resulting there from. The Expedia
Companies and the Expedia Partners have no liability and will make no refund in
the event of any delay, cancellation, overbooking, strike, force majeure or
other causes beyond their direct control, and they have no responsibility for
any additional expenses, omissions, delays, re-routing or acts of any
government or authority.
While we regret Ms.’ experience was not as we would have hoped,
based on the information provided above we are unable to honor her request for
an additional refund.
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: I don’t want to use Expedia again and just want my money back that I paid out of pocket to get myself to the airport on time.
Sincerely
1.TRAVEL CONFIRMATION #*** PREPAID FOR *** 5/17-5/20/2019. UPON ARRIVAL, CONTACTED EXPEDIA, RECEIVED APPROVAL TO CANCEL HOTEL. $225.78, along with confirmed refund for the same amount, which is correct.
2. REQUESTED EXPEDIA REBOOK AT *** FOR 5/17-5/20. WE STAYED 5/17 AND 5/18. ON MORNING OF 5/19 WE SAW A BED BUG CRAWLING UP BED, TALKED TO MANAGER, EXPRESSED CONCERN. I spoke with *** at the hotel who agrees that we should receive our refund FROM EXPEDIA, because we paid EXPEDIA. They approve.CALLED EXPEDIA FOR NEW BOOKING AND CANCELLATION. WE WERE TOLD THEY WOULD PROCESS THE REFUND REQUEST (***)- ***. THE MANAGER APOLOGIZED TO US AND CLEANED OUR ROOM RIGHT AWAY.We were charged $213.89(***). We are due $72.00 back for checking out on the 19th, after the bed bug incident.
3. EXPEDIA BOOKED US IN *** FOR 5/19, checked out 5/20. We were correctly charged $87.64
4. ONCE WE RETURNED HOME, WE HAVE SPOKEN WITH ***. THEY SAY THEY CANNOT REFUND BC THEY HAVE NO EXCHANGE OF MONEY. WE PAID EXPEDIA. WE CALL EXPEDIA AND THEY SAY *** DOES NOT AGREE THAT A BED BUG WAS IN OUR ROOM AND THEY WILL NOT HONOR THE DISCHARGE. EXPEDIA WAS SLOW TO RESPOND, IGNORING MULTIPLE PHONE CALLS AND EMAILS. THEN, FINALLY Roselle responded to us as Dear *** on 5/31 2019 at 12:20PM THAT THEY WOULD NOT HONOR THE REFUND . I FOLLOWED UP . THEY REITERATED THAT *** WOULD NOT RECOGNIZE THE REFUND. WE ARE BEYOND FRUSTRATED WITH THE CIRCULAR GAMES *** AND EXPEDIA HAVE PLAYED. once we returned home, Expedia was unsupportive, kept us on hold, disconnected the phone after hours on hold, did not return many emails, messages. Finally it's resolved. They refuse to release the funds for the night of 5/19. A night we did NOT stay at ***.
July 1, 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 reservation. We understand *** & *** is requesting a refund of one night.
Our records indicate on May 17, 2019, ***, or a person authorized for the account, booked a three night hotel stay with the ***, for check in the same night via itinerary ***.
Our customer contacted us the evening of May 19, 2019 requesting a partial refund for the reservation. Contact was made with the hotel and we were advised that there was no one available who could authorize a refund. We continued to contact the hotel on behalf of our customer and were advised on May 22, 2019 that a refund waiver was not available.
While we understand that *** & *** are requesting a refund, Expedia will not be able to supersede the terms and conditions of the hotel reservation selected by 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,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because: Poor customer service and expectation that we pay for 2 separate hotels for the same night stay is ridiculous. One with bedbugs, the other a new one. If Expedia did not think our request to ck out was reasonable, they should NOT have booked us at ***. They did. In doing so they are recognizing the deficiency in the level of cleanliness at the ***/***-which was unacceptable. As a matter of good business practice and customer service, Expedia should not be able to act duplicitously. If the bed bugs were acceptable, then they should have rejected our request for another hotel accommodation. We asked Expedia to book us because we trusted them to honor their agreement to seek a refund for us due to our reasonable request to stay somewhere that was not INFESTED. Expedia booked us for 2 hotels on the same night and made money. As a customer, no I reject being exploited and would like my $72.00 refunded.
Sincerely,
*** &
Expedia sold us 2 tickets on ***. At no point did they indicate the tickets would not include a carryon and we did not find out the were economy basic until after we’d received the email receipt. Even then the email receipt didn’t list the baggage policy so we weren’t aware we couldn’t bring a carry on until 24 hours before the flight after we were already away from home checking in for our return flight, *** extorted $30/checked bag unless we paid an additional $100/passenger for a carryon. We would like Expedia to refund in full the checked bag fees + any additional fees and taxes accrued as a result of their misleading sales practices
July
2, 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 May 11, 2019, Ms.
***, or an authorized user of the Expedia account, self-booked a Basic
Economy Fare flight reservation for two passengers using Expedia’s mobile app,
under itinerary ***. Travel
was from Denver, Colorado to Seattle, Washington departing on June 21, 2019, on
Alaska Airlines, and returning with *** Airlines on June 23, 2019. The total cost was $670.86 ($278.60 for the
outbound and $386.60 for the inbound flights, and $5.66 for the booking fee). We understand Ms. is requesting a
refund of $60.00, stating that during the booking process she was not advised
checked bags are not included in her air fare.
Restrictive fares such as “Basic Economy” are
different from “Main” Economy and other fares. These fares are usually
available at a significantly lower cost and have more restrictions, such as being
non-refundable, non-changeable, and being subject to additional charges for checked
bags and seating selections.
We can confirm that during the booking process, customers are advised on
several pages that they are booking a Basic Economy fare, and what its
restrictions are: Carry-on bag is not allowed, while Checked bag and Seat
choice are available subject to a fee. Only a Personal item is allowed free of
charge for both *** and *** Airlines. Customers are also provided with a
comparison of the selected fare against other fares/cabin classes (Economy,
Economy Flexible, Saver, Main, First) with the option to upgrade their choice.
Furthermore, customers are advised to check directly with the airline for
baggage information.
After the booking is created, the customers’ email confirmation also
indicates their booking type and restrictions, and states the following:
The airline may charge
additional fees for checked baggage or other optional services.
Nonetheless, as a courtesy exception on July 2,
2019, Expedia processed a refund of $60.00 back to the customer’s original form of payment. The time it takes a
refund to appear in the customer’s account depends on their banking
institution, usually within three to five business days.
We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
On June 10 2019 I booked and paid for a hotel stay at the *** in *** Ohio. I paid for this online. When I got to the hotel on June 10 th after 9pm the clerk needed for me to call Expedia to get the credit card confirmation. I called Expedia - I was told that the computers are down and to call back in 4 hours - which would have been 2am. Therefore I was not able to check in under this itinerary number ***. I have called and emailed Expedia numerous times about this. They have put me hold for 40 minutes, then told me they would call me back within an hour - and never did. They have stalled to timely resolve this - their behavior is fraudulent. They advertise the service of booking for this hotel, after I paid for it online - and went to the hotel I was unable to check in due to Expedia and their behavior following this is evident of their fraudulent intentions.
July 1, 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 $52.07.
Our records indicate on June 10, 2019, Ms. or an authorized user of the Expedia account booked a one way hotel reservation at *** by ***, checking in on June 10, 2019 and checking out on June 11, 2019; via ***. A confirmation email was emailed to the email address on the Expedia account, it was first opened on June 10, 2019 and reviewed seven times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm from June 12, 2019 through June 28, 2019, Ms. called in numerous times advising she would like a refund for the reservation. She stated upon arrival, the property requested a credit confirmation of payment and suggested she contact Expedia. The hotel clerk advised that they were not able to confirm the payment and that Expedia needed to be contacted. Our representative tried calling the hotel but they were not available. Ms. wants a refund of $52.07 for hotel. Upon arrival at the hotel the hotel clerk advised they have no record of payment. Our representative tried to contact hotel but number was not in service. Per the notifications log the hotel was never sent a confirmation of reservation. Our representative advised Ms. to send in a copy of a receipt showing the hotel was paid directly. An email was sent to the hotel since the agent was unable to contact the hotel via telephone. Ms. emailed a copy of her receipt showing she was charged by Expedia, not by the hotel.
After further review on July 1, 2019 the reservation was booked correctly. The hotel appropriately supplied a confirmation number for the reservation. Expedia called the hotel back and they advised they charged Ms. $53.00 directly. Advised they charge her because they do not have their system up and running to see the actual reservations. They authorized me to issue a refund for the reservation booked on Expedia. Issued a refund for $52.07 to *** ending ***. Emailed a refund receipt to Ms. email address. The refund shall appear back on the original card in three to seven business days.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Booked a hotel room through Expedia. When I arrived at the destination, I was told by the hotel that I had no reservation and that they were booked. Waited 30 minutes on hold to talk to an Expedia agent. Was transferred to another department and had to wait 1.5 hours while this agent told me there were no hotels in the area. I was booked a hotel 20 minutes from the beach AND the rooms were not big enough so I had to get two rooms and separate my party. Expedia would not refund my money. They matched what I paid for my ocean front/balcony hotel room to a room in another city nowhere near the ocean. They offered to gove me a $250 Expedia credit for future use. I declined as I will never ise Expedia again as I do not trust them.
July 1, 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 $1671.96.
Our records indicate on June 3, 2019, Ms. or an authorized user of the Expedia account booked a one way hotel reservation at ***, checking in on June 23, 2019 and checking out on June 27, 2019; via ***. A confirmation email was emailed to the email address on the Expedia account, it was first opened on June 3, 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 23, 2019, Ms. contacted Expedia to advised that the hotel did not have a reservation/room available for her. Our representative called the hotel and they confirmed they did not have any rooms and advised they did not have a reservation for the guest.
After further review on July 1, 2019, Expedia was able to verify the reservation was confirmed on June 3, 2019. We contacted our Relocation Department and they advised on June 23, 2019 the hotel was overbooked. They stated in communicating with Ms. she mentioned the reservation should have had a pull-out couch. Our representative verified the reservation did not include a pull out couch amenity. Our Relocation Department relocated Ms. to a new hotel and issued a refund for the difference in price of $76.40. Ms. was offered a coupon of $250 but she declined and asked for a supervisor. There was no other documentation available about the communication with the supervisor.
As a gesture of goodwill for the inconvenience of the hotel being overbooked, we have applied a $50 and $200.00 coupon to Ms.’s account. The vouchers are valid until August 31, 2020 and good for anyone who books a “Pay Now Hotel” or a “Pay Now Hotel and a flight” while being logged into Ms. account. The vouchers cannot be used in conjunction with one another on the same itinerary. They are for the creation of two separate reservations. If Ms. does not use them before they expire, they will simply expire from the account.
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. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because:
Expedia clearly did not book my reservation which was confirmed on June 23, 2019 when they called the hotel and was told that there was no reservation for me. The issue has nothing to do with there being a pull out couch or not... it is about me making a reservation, paying in advance for the booking, and then no reservation actually being made. I went from a beach-front, balcony room for 6 to a hotel 20 minutes inland that required daily driving AND was not big enough for my family so we were placed in separate rooms. That is unacceptable and ruined the vacation.
Sincerely
Worst service ever!!!!
I made a reservation and bought the insurance online. However when I want to change my trip (shorten my rental time window), I was told my insurance cannot be cancelled because I picked my car up based on my reservation.
How ridiculous it is!!! I didn't rent a car any more but I still have a rental insurance!!
I booked travel with expedia in 2018. they double booked me on the last leg of my flight from Detroit to Toronto CA.
when I tried to board the flight the agent for the airline said you are booked twice for this flight as your name appears twice on the passenger list. I only booked obviously myself once and paid for it. I know this to be true because when you book with expedia you cant even book a flight UNLESS its paid for in full in advance. Expedia has now sent the amount of the double booked flight $177.60 to collections after I have attempted to explain this to then on numerous tries. they simply wont listen to reason that their own system wouldn't allow something like this to happen. now they are ruining my very good credit.
June 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting information regarding a duplicate charge and assistance in restoring credit.
Our records indicate on October 7, 2019 ***, or a person authorized for the account, booked flights for one passenger, departing with *** Airlines, traveling from San Antonio, TX, USA to Toronto, ON, Canada on October 16, 2018, and returning with United Airlines on October 18, 2018.
On October 8, 2019 similar flights were booked under a different account and email address. The flights booked departed with *** Airlines, traveling from San Antonio, TX, USA to Toronto, ON, Canada on October 16, 2018, but returned with *** Airlines on October 18, 2018.
In both cases the flights were confirmed via an online itinerary in the respective customer accounts they were booked in, and confirmation emails were sent to the email address provided for confirmation.
The billing for each of the flights was directly between the customer and the airline. As such, Expedia cannot provide a refund.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
I am not asking for a refund, Expedia is trying to collect form me the amount of the double booked ticket on that date. I bought a ticket through expedia however I didn't not buy two tickets to the same destination and expedia now has sent the amount of the double ticket to collections against me.
again there is no possable way for me to even book a ticket through expedia without paying for it before getting a confermation so this 100% the fault of expedia and they are ruining my credit by trying to collect the amount that I didn't buy or even use.
tere is no way that this trasaction is even possable and they are trying to collect money form me that I didn't " book" a ticket with them.
they need to immediately stop the collections ASAP .
Thank you
Sincerely
I purchased a trip that was supposed to be for economy to Italy for August 13th stay in Rome and fly to Calabria on the 15th and come back to Florida on the 30th. I called up to see if I can stay an extra night and change to the 16th to go to Calabria and they said no changes can be made. Which is weird because I never had a problem before. So they said I could just phcrchase 2 new tickets for the 16th. So that’s what I did. I then found out that if I don’t take the 15th flight my entire return trip will be cancelled. This is absolutely unfair sales practices. I asked why and they said I have something called economy light which I never purchased everything said regular economy. They did un fair practices and baited and switched. This is against the law. I called up several times spoke to several managers and no one cares and said to bad. So now I wasted an extra 150 dollars and have been mislead by Expedia that it was economy but Is actually economy light.
July 1, 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 change of flights and a refund.
Our records indicate on March 1, 2019, ***, or a person authorized for the account, self-booked roundtrip flights for two passengers with *** traveling from Miami, FL, USA to Lamezia Terme, Italy, departing on August 13, 2019 and returning on August 30, 2019, via itinerary ***.
The terms and conditions from the airline were provided at the time of booking and accepted by the customer when the purchase was completed on itinerary ***. They advise that the flights are nonrefundable, and changes are not permitted.
On June 19, 2019, the customer also self-booked one way flights with *** for travel from Rome, Italy to Lamezia Terme, Italy, departing on August 16, 2019 via itinerary ***.
The terms and conditions accepted by the customer for itinerary *** at the time of purchase advised that the flight is nonrefundable. Changes may be made for these tickets with a fee of EUR 60.00 per ticket, and other restrictions apply.
While we understand that the customer is requesting a change to the flights on itinerary *** and a refund of the flights on ***, we will not be able to supersede the terms and conditions of the flights selected by 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,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response
There was never anywhere when I purchased the tickets on the app that this was an economy light flight the pictures prove it that is false claims by Expedia not only that but I was lied to by the agent when I called and they persuaded me into buying another ticket for the 16th which I did and was never told that If I did not go on the flight on the 15th that my entire trip would be cancelled this is a very shady sales practice and unfair to a customer I spend a tremendous amount with you guys and this is the worst experience I have ever had Everything that they are claiming is incorrect and I have the pictures
sincerely
Expedia stole my refund. Purchase a flight thru Expedia to travel to Brazil. The purchase was 1107.09. An emergency came up the week I was suppose to travel. A Death in the family. I contacted Expedia and they told me I need to contact *** because thru them they did the purchase. I contact them and inform the death of my family member and they refunded only 799.31. So they explain for me to get the rest of money I need to send them copy of death certificate and they will determined if they can refund my money. So I did send copy of the death certificate. They stated the rest of money they send it directly where I purchased my flight. I purchase flight thru Expedia.com. They stated they can not refund the 308 directly to my card. They send money to Expedia to refund my money. When I called they denied their assistance and had me call *** again. *** stayed I gave to contact Expedia money refunded to them. Expedia refused to help me. They stated the are not who refund money. *** clearly stated money 308.00 was refunded to where I purchase my flight ticket. I never received my refund.
June 29, 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 April 6, 2018, Ms., or an authorized user of her account, booked a flight reservation through an Expedia agent, under itinerary ***. Travel was with ***, departing on December 12, 2018, returning on December 18, 2019, from Regina, SK, Canada t Las Vegas, NV, United States to Florianopolis, Brazil. We understand Ms. is requesting a refund of the remaining value of her cancelled ticket in the amount of $308.00.
Upon receipt of the complaint, we can confirm that the refund of $799.31 was processed on November 28, 2018 (Per ticket policy: original fare minus the cancellation fee of $300.00). Since a refund was processed for the cancellation of your flight reservation, Expedia no longer has the control on the tickets. Hence, the reason we advised Ms. to submit a claim to request the refund of the penalty fee directly through ***’s 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. *** 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. Furthermore, Expedia’s Terms of Use were advised and accepted by Ms. at the time of booking:
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, but based on the information provided above, Expedia is unable to honor his refund request, 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
Complaint: ***
I am rejecting this response because:
Good morning, I did not realize they respond until now. Please reopen the case and investigate with ***. I follow all procedure with *** and they clearly stated that my 300 dollar refund was send to where I purchase the ticket in the first place which was Expedia. These people stole my refund. And they are cleaning themselves as if they do nothing. Stating they are 3rd party but really robbing people’s money. If you go online and look a lot of people has had the same situation with Expedia. Trip cancel they have stolen their money. They have rob many peoples money. After it happen, that when I realized they have a scam. So I ask, please, any effort that you can do to help me have them return the money will so be appreciated. I am at the point I ran out of options where to go for help. I am a single mom trying to survive and what they did is with no compassion. So please. If your have any question please contact me at ***. And please reopen case. Thank you in advance.
Sincerely
Enclosed please find the correspondance I've recently
had with Expedia Corp. in Bellevue, Washington.
The long letter explains what I attempted to do in
booking a bed and breakfast for one night. I abandoned
the effort without completing the transaction and called
the establishment where I wanted to stay instead. They
(or their computer system) did what I had not and simply
finished the transaction which I had not done. My frustration
and loss is spelled out in my letter. When I first tried
their "Customer Service" line I had to talk to someone
in the Philippine Islands who barely understood me and was
of no help at all. As you will see, they rejected my complaint
and have not reimbursed me for what I did not confirm
and did not want. Your attention to this matter would
be greatly appreciated.
Sometime in mid-March I attempted to book a bed and breakfast
in Chichester, UK on your site. At some point I became
frustrated with the process, logged out on the library
computer I was using and simply called the establishment
on the phone to book. On April 4 I went to my e-mail and
found a message saying I had booked and been charged for
a room for March 30 and 31 (two nights). I never completed
or confirmed my booking with you; I simply abandoned it and
logged out, but I clearly made the mistake of leaving my
name and credit card in your system. I was charged over $183
for something I didn't want and never intended to order. It
was my intention to stay in Chichester for one night, April
30th, not two nights in March. Having NOT confirmed the order
I made no attempt to look at my e-mail again until it was too
late to catch and (hopefully) cancel your error. I can only
assume your syst·em took an incomplete order and took it as
done. I would like you to expeditiously review this a~
reimburse my *** card for the full amount. I tried calliag
your customer service aumber aftd got someo~e I could hardly
uftderstand in the Philippine Islaftds! I tried callitg your
Bellevue ~umber aad could not get a" actual person Oft the line.
The "itinerary" number I fouttd in t~e e-mail was #***.
'Please correct your mistake and reimburse my money.
June 28, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is responding to the consumer complaint from Mr. (***) regarding a hotel reservation refund request.
On March 27, 2019, Mr. self-booked a hotel reservation for March 30, 2019 to April 1, 2019 (2 nights). There was no return flight booked on the reservation. Mr. paid $176.74 for the hotel. Mr. claims he did not finalize the reservation while on our website and is requesting a full refund of $176.74.
We have reviewed Mr.’s complaint regarding his request for a full refund. Mr. mentioned he did not finalize the booking and days later noticed the reservation had been made. On April 15, 2019, Mr. contacted Expedia and our agent escalated the case to be reviewed by the Expedia corporate customer service department. The corporate agent was able to review Mr.’s session. Our agents are able to use a system which captures the customers session while booking on our site. There, our corporate department found Mr. clicked on “Complete Booking” after typing in his full credit card information. Since this is not considered a site error then no refund was to be provided and Mr. was informed by email as seen on the screenshot he has provided.
I thank Mr. for providing the details regarding his case and suggest that in the future he reviews the email confirmation that is automatically sent to him when booking. Our customers may contact us immediately if they have any questions regarding any activity on our site. If Mr. believes the reservation was cause fraudulently by another user, he may wish to file a fraud claim with his financial institution.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Customer Correspondence Team
On 3/4/19 we booked a flight thru Expedia for a trip (7/5/19 to 7/10/19) from Denver to Portland OR. We purchased the travel insurance, in case anything happened. On 4/25/19 we had to cancel that flight, as we would not be leaving from Denver. I re-booked and purchased a ticket from Wichita KS to Portland for the same dates. I sent a request to Expedia for a refund, and was told by 2 separate agents that they would not refund this because it does not constitute a valid reason. So, I contacted the credit card thru which I purchased the tickets, and they replied to me that there was not anything that they could do. They told *** that the original ticket. from Denver to Portland, is still active. (of course it is, because they never cancelled it on 4/25/19; and I paid for it AGAIN, when I booked the second set of tickets on 4/25/19!!) So, I have paid for the trip from Denver to Portland twice...and Expedia refuses to refund the $613.20 that I paid the first time. (Incidentally, they did refund me for the travel insurance??? I thought that was funny!!) I will NEVER use Expedia again!!
June 29, 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 flight reservation.
Our records indicate that on March 4, 2019, Mr., or an authorized user of his account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel is with ***, departing on July 5, 2019, returning on July 10, 2019, from Denver, Colorado to Portland, Oregon. A Cancellation Plan was purchased with the itinerary. We understand Mr. is requesting a full refund of his flight reservation, utilizing the purchased Cancellation Plan.
Upon review of Mr.’s booking, we have verified that the following flight mandated ticket policy was provided and accepted at time of booking, and the terms of coverage for the insurance through TRAVELGUARD were provided prior to purchasing the plan. The following terms were displayed during the booking process:
*** Basic Economy Fare Rules
Restrictions include:
· Pay to choose your seat
· Carry-on bag not allowed
· 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
The coverage of the policy was made available to you before finalizing the purchase and after your purchase was completed. This was also provided on the email confirmation.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. *** 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.
While we regret your experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor your refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
According to Expedia's website, per the attached, under personal reasons: in case of any personal reason you have to cancel your trip "we have your back". What a joke! This is the 2nd time that I have had issues with Expedia, and as the old saying goes "fool me once, shame on you; fool me twice, shame on me". Perhaps I am the only one this has happened to, and I realize I am just a number to Expedia and don't frequently use their service; but I will NEVER use them again!! (We had to cancel our trip last year because my wife had surgery. We had a doctors letter, explaining the situation, but they would not allow us to cancel the trip; so I lost $600.00+.)
And now this time, I paid for a trip from Denver to Portland TWICE (and lost another $600.00). I originally called *** to find out if I could change the original ticket and add on a flight from Wichita to Denver, as we could not fly out of Denver; they said they could not do that and that I would need to check with Expedia. And around and around we went. So, as shown on the attached I have paid for a flight from Denver to Portland and a ticket from Wichita to Denver to Portland. What a ripoff!!
I hope that you will publish some of this experience, as this might help some other unsuspecting customer that 'buyer beware' when using Expedia!
Sincerely
Terrible experience dealing with crooks and scammers. Had a round-trip booking from Orlando to Toronto. Had to cancel for unforeseen circumstances. Already had purchased a flight protection plan and paid extra for it. When I called Expedia the answer was no cancellation and no refunds available. And extra 100$ were asked to change the flight. Never again
On February 25, 2019 through Expedia I made reservation for a two night stay at a resort in Dominican Republic that I saw through Expedia's website which Expedia charged $439.44. The place: *** Tel. *** or ***. When upon arrival we were take to the main building which is not what I saw on the Expidias website. Our room was not overlooking the ocean. We were put on a as they said "a recently renovated building". The room was on the first floor by the buffet where workers were hanging with other guests. The A/C was not working. The door jamb was busted. The place was dirty so as not to call it filthy. Toilet had been used not flushed. The shower floor was slimey and the running water in both sink and shower was salty. I called front desk and I expressed my concerned and was told someone has to get that room. I called Expedia right away. I expressed my concens was told how sorry they were and refund would be made. We stayed the one night I was afraid to travel in the DR at night and left very early next morning no hygiene cause there was no clean water. As I complained I was ignored by front desk and glared at. Felt very uncomfortable. Sent a few email to expedia with itinerary # *** to no resolution. In lieu of everything that is happening in D R am sure to be correct on not feeling safe.
June 28, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a hotel reservation. We understand that Ms. is requesting a
full refund of $439.44.
Our records indicate that on February 24, 2019, Ms.
***, or an authorized user of her Expedia account, self-booked a
non-refundable hotel reservation using Expedia’s Mobile App, under itinerary ***. The accommodations were with the ***, with a check in on February
28, 2019 and a check out on March 2, 2019.
The total cost of the booking was $441.86 (the customer was charged
$439.44 and used 338 Expedia Rewards points equivalent to $2.42).
Upon further review, we can confirm that on February 28,
2019, Ms. called Expedia requesting an early check-out as the conditions
of the hotel were not acceptable. Ms. decided to stay the first night as
it was too late to seek re-accommodations.
Expedia received the screenshots of the state of the hotel and our
agents reached out to the vendor to request a refund on the customer’s behalf.
Regrettably, the refund request was declined.
Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers. Expedia does not own, operate or
otherwise run any hotels. We hope you
understand we must adhere to the policies dictated by the vendors.
Additionally, at the time of booking Ms. accepted Expedia’s Terms of
Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other
services on this Website are independent contractors and not agents or
employees of the Expedia Companies or the Expedia Partners. The Expedia
Companies and the Expedia Partners are not liable for the acts, errors,
omissions, representations, warranties, breaches or negligence of any such
suppliers or for any personal injuries, death, property damage, or other
damages or expenses resulting there from. The Expedia Companies and the Expedia
Partners have no liability and will make no refund in the event of any delay,
cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.
Nonetheless, in respect and consideration of Ms.’ experience,
Expedia issued a full refund of $439.44, and 338 Expedia Rewards
points, back to the original form of payment.
The time it takes a refund to appear on the customer’s account depends
on their banking institution, usually within three to five business days.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
I booked a rental car through expedia for the ***. I chooses the “POP” airport due to the good deal on a car with *** through expedia. When I got to the airport there were no cars left at *** and the only one was with ***. This car ended up costing $592.37 instead of only $133. The manager I spoke with at Expedia told me to book it with my personal credit card and that they would refund the difference. I did this however Expedia has only credited me for $77 which is not sufficient. I paid them to reserve a car and they literally left me stranded at the end of the day in a foreign country. The initial reservation code I used with Expedia for the *** rental was ***. I ended up using *** which was the only car left at the location.
June 28, 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 car rental reservation.
Our records indicate that on June 14, 2019, Mr., or an authorized user of his account, self-booked a car rental reservation using Expedia’s Mobile Site, under itinerary ***. Reservation was with ***, with a pick-up date of June 15, 2019, and drop-off date of June 21, 2019. A Collision Damage Plan was purchased with the itinerary. We understand Mr. is requesting a refund of $459.37, stating he had to purchase a new reservation *** did not have availability for 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. Expedia does not own or operate any travel related services or companies, nor do we have any control over the car rental agency’s availability. Any unforeseen circumstances that have occurred through their services offered, would need to be addressed directly by the vendor. Additionally, Mr. agreed to the following Expedia Terms of Use when completing the booking:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Because we value Mr. as a customer and regret his experience, Expedia is happy to honor his refund request. A refund of $459.37 was processed today, June 28, 2019 back to Mr.’s original form of payment. The time it takes to receive the said refund will depend on Mr.’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
I have booked a travel plan due to a deposition planned to Washington DC area. However, due to the volatile nature of the trial, I have booked a travel protection, in case cancellation was to be needed. When I attempted to cancel my travel, I was unable to. After several attempts, I have contacted Expedia directly.
Upon communicating with the employee, because it is a basic economy ticket, this was not covered under the protection.
I found this to be fraudulent for two reasons. First, it was not made apparent or conspicuous when purchasing the travel protection that these restrictions apply (it was not part of the terms, or if it was, it may have been very short segment). Second, if these restrictions were to apply in the first place, it appears to be dishonest and fraudulent to offer such services in the first place. Had someone purchased a travel protection, then never had the need for travel protection, it means the company is fraudulently robbing people.
I believe that given the misleading advertisements and policies, it is reasonable for Expedia to provide full refund (both airline tickets AND travel protection) and cease to offer travel protection when it does not apply to the customers.
June 28, 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 flight reservation.
Our records indicate that on June 2, 2019, Mr., or an authorized user of his account, self-booked a combined one-way, Basic Economy Fare flight reservation using Expedia’s website, under itinerary ***. Travel was with *** and ***, departing on June 25, 2019, returning on June 28, 2019, from San Francisco, San Francisco, CA to Washington, DC. A Cancellation Plan was purchased with the itinerary. We understand Mr. is requesting a full refund of his cancelled reservation, utilizing the purchased Cancellation Plan.
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 Mr. 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 United Basic Economy Fare Rules
Restrictions include:
Pay to choose your seat Carry-on bag not allowed 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 Mr. 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.
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. *** and *** were the operating carriers and merchants 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, Mr. 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 Mr.’s experience was not as we would have hoped, based on the information provided above, unable to honor his refund request, because the funds are not held by Expedia. We recommend that he contact TravelGuard, the administrator of the purchased protection plan to file a claim. The email confirmation he received, also contains a link where he can file a claim.
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 June 04th of 2019, I mistakenly booked a hotel in LA, Nevadas instead of booking it in LA, California through Expedia. The purchase was insured. I contacted them over the issue in order to refund me the money, which was a total of $388.19. Until now, Expedia is not willing to give me the money back. If I do not get the refund, I will greatly financially affected by the loss.
June 28, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. ***-*** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 4, 2019, Mr. ***, self-booked a non-refundable hotel reservation using Expedia’s Mobile Site, under itinerary ***. Reservation was for the Cancun Resort by Diamond Resorts, with a check-in date of June 4, 2019 and a check-out date of June 8, 2019. A Hotel Booking Protection Plan was purchased with the itinerary. We understand Mr.-*** is requesting a full refund of his unused hotel reservation.
Upon receipt of the complaint, we have verified that the booking details, including a hyperlink for the terms of the Hotel Booking Protection plan 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. Furthermore, the following mandated hotel cancellation and change policy was advised and accepted by Mr. *** at the time of booking:
Cancellations and changes
o The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
o No refunds will be issued for late check-in or early check-out.
o Stay extensions require a new reservation.
Expedia advocated on Mr. ***’ behalf and reached out to the hotel to see if they would approve the refund for the unused hotel reservation. Since the confirmed reservation was non-refundable, the hotel advised that they would not authorize a refund.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, airlines, and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which Mr. *** agreed to 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. ***’ experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request. We recommend that he contact TravelGuard, the administrator of the purchased protection plan to file a claim. The email confirmation he received, also contains a link where he can file a claim.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I purchased a package deal for two to Waikiki. The one passenger was killed in an auto accident. I contacted to just change the name o. The ticket so my friend could help me spread my fiances ashes on what was supposed to be our honeymoon. Not only was I charged a $250 canceled ticket feels but had to pay $510 for literally the exact ticket I already had. Same seats and all. How a company can charge $250 and $510 to a woman who just lost the live of her life is beyond me. As if expenses aren't enough when someone passes away. Nope this company found a way to take almost another $1k. This needs to be resolved. Absolutely outlandish. Company already offered to refund the $250 which I have in a company message and they never did!
June 28, 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.
Expedia extends our deepest sympathies for Ms.’s loss.
Our records indicate that on April 16, 2019, Ms., or an authorized user of her account, self-booked a package reservation using Expedia’s mobile app, under itinerary ***. Travel is with United, departing on October 23, 2019, returning on October 23, 2019, from Everett, Washington to Honolulu, Hawaii. The hotel reservation is for the ***, with a check-in date October 23, 2019 and a check-out date of October 27, 2019. We understand Ms. is requesting a refund in the amount of $390.00 ($250.00 change fee and $140.00 for the fare difference of the newly purchased tickets) due to extenuating circumstances.
Upon receipt of the complaint, we can confirm that during the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation. Furthermore, the following mandated flight cancellation and change policy was advised and accepted by Ms. at the time of booking:
Tickets are nonrefundable, nontransferable and name changes are not allowed.
On June 9, 2019, Expedia sent an email to Ms., providing instructions on how to submit the refund request through the airlines; as United requires that all passengers contact them directly for refund considerations.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels,car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any travel related services or companies and as such does not set pricing or vendor terms. We hope you understand we must adhere to the policies dictated by the airlines.
Based on the information provided above, Expedia is unable to honor Ms.’s refund request. We kindly ask Ms. to contact the airlines directly for further assistance of the refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: I contacted the airlines and was advised that this cannot be handled by them due to being purchased thru Expedia. I also have a conversation with an Expedia rep that advised me if I responded to the email Expedia sent me with a copy of the death certificate that the Expedia employee would hand the information and and that I did not have to do anything else. I had to pay to get another copy and since I don't have a scanner I had to pay to use a *** to have it scanned and emailed. Here I am yet again out more money!
So my understanding is you are passing me off to the airlines, who advised me before contacting you? That I have to handle it with airlines even though I have it writing from your company representative that Expedia would handle the refund for the $250 cancel fee? So now you, as a company, are not going to follow through with what I have in writing from your own employee? I cannot believe this is how Expedia handles customer issues. Promises a refund (in full with information provided which it was), promises to handle it all for the customer, does none of what they promised and the tries to pass them off to someone else. Cool, that sounds like the perfect way to run a business.
Please at least refund the $250 cancel fee. I can then have a solid leg to stand on going against the airlines for the ticket price difference.
Sincerely
I purchased airline tickets on 15 February 2019 for myself and my husband. When I received the confirmation email, my first name was misspelled. I immediately called customer service to correct my name. Instead of correcting my name, they issued another ticket, and I was charged for an additional ticket # ***. I then had to cancel the tickets due to schedule change, and I cancelled the tickets within the 24 hour window, and purchased 2 new tickets with the correct dates, directly through *** this time. I ended up being charged by Expedia or *** for the ticket that they issued due to my name correction. I contacted Expedia, and they said that the name correction counted as a ticket change, and that they would not refund the ticket. I contacted ***, and they said their policy is that a name change does not count as a ticket change, and I should not be charged for the name correction, and I should have received a full refund. I contacted Expedia, and spent 2 hours on the phone, and was told the charges would be refunded for all 3 tickets, and received an email confirming that I was entitled to a full refund. I received a refund for the original 2 tickets, but not the third one they issued due to my name correction. I contacted Expedia again, and after 2 more hours was told they did not charge me, that *** did. I contacted ***, and they said they did not charge me. I contacted Expedia again, and they said my bank made the charges to my account. I contacted my bank, ***, and they opened an investigation, and verified that they did not charge me. My bank is still investigating, and reversed the charges pending the investigation findings, but said if Expedia does not pay, I will be charged $288 for a ticket that I did not authorize to be charged to my account; I only authorized the first 2 tickets, that were refunded. I am requesting assistance with ensuring that Expedia is held accountable, and refunds my money.
June 28, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia ***
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 (insert product).
Our records indicate that on February 15, 2019, Ms., or an authorized user of her account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel was with ***, departing on March 5, 2019, returning on March 11, 2019, from Pensacola, Florida to Chicago, Illinois. We understand Ms. is requesting a refund of $288.00, stating her account was charged for a ticket issued due to a name correction.
Upon receipt of the complaint, we researched the issues brought to our attention. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was completed, the booking details were displayed for review and confirmation.
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.
Upon further research, our system shows that the three tickets booked under Ms.’s itinerary were all voided; to which, no charges were processed on the account. To verify our claim, Expedia reached out to *** to advocate on Ms.’s behalf, inquiring about the $288.00 charge on the account. *** verified no charges were made on the itinerary as flights were voided. Below are the details:
Ticket # Traveler: Status:
*** Voided
*** Voided
*** Voided
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I booked a hotel via expedia.com. When the price dropped a little, their CS team refused to make a price match. Instead they answered: "As part of our Expedia Hotel Price Guarantee, we are pleased to inform you that you booked a refundable hotel reservation. To avail the cheapest rate available online via our website, we suggest that you rebook a new reservation with the lower rate on our website and cancel the original one. Please be reminded that rates and availabilities are always subject to change."
------------
Obviously, by the time they replied me, the price had changed again and there was no sense to rebook.
Disappointing experience.
June 28, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs.
*** (Revdex.com case number ***) regarding her Hotel Price Guarantee claim.
Our records indicate that on May 14, 2019, Mrs.,
or an authorized user of her Expedia account, self-booked a refundable hotel reservation
using Expedia’s website, under the itinerary ***. The reservation was with the *** Tokyo, Japan for a check in on May 30, 2019 and a check
out on June 4, 2019. The total cost of
the booking was $515.38. The customer was charged the amount of $515.38 and
used 313 Expedia Rewards points equivalent to $2.24.
Upon review of the customer’s concerns we can confirm Mrs.
*** sent the Hotel Price Guarantee screenshot claim through email. The screenshot dated on May 20, 2019
showed the total hotel price of $496.41, with a price difference of $18.97.
As Mrs.’s reservation was refundable, our representative advised her
to cancel it and re-book a new reservation with the lower rate. We understand
Mrs. was not able to do this prior to the price increasing.
On June 28, 2019, Expedia
honored Mrs.’s Hotel Price Guarantee claim by issuing a refund of
$18.97, back to the original form of payment. The time it takes a refund to
post to the customer’s account depends on their banking institution, usually
within three to five business days.
We regret Mrs.’s experience was not as we would
have hoped, and any subsequent inconvenience caused. We appreciate the feedback
as it helps us improve upon the customer experience.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
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 wanted to book a car rental and wanted to compare across rental car companies, so I thought Expedia would be a good resources for that. Unfortunately, despite having asked for my flight arrival time, they offered me a booking with a car rental company that was closed upon my arrival. If it wasn't for the fact that all rental companies were under one roof and a different rental company was willing to honor my right (even though they had no obligation to do so), I would have had to wait 8 hours to get my rental car. Fortunately, I had selected the "pay later" option, so I wan't out any $, but there were customers behind me who had the exact same thing happen to them AND they had pre-paid.
When I asked behind the counter about whether it was the rental company's fault of Expedia, they told me that had I tried to book directly through the car rental site, it would have blocked me with a notice that they were closed during my arrival time. Clearly this was Expedia's fault because they get a commission on every sale, even if there is no one there to actual service the customer.