I reserved a room on 6/18/19. The price quoted did not match what my invoice or my credit card said. I called customer service and the agent told me to rebook it and he could cancel the first one. I took a screen shot of the price and placed the order again. It came in high again. He transferred me to a "supervisor" who had no idea what was going on. He kept me on the phone for over an hour. He had no idea how to do math and he kept having me send him pointless screen shots. He came up with some resolution that they were only charging me for one day of taxes which was CLEARLY false. He offered to credit me the difference after over an hour and basically said it was right but he would do it as a courtesy to me. I told him absolutely not let me talk to someone in the USA. I did not trust his credit working or anything of that nature. They transferred me to the USA and the agent took about 20 minutes and claimed that once the charge became permanent it would be the correct amount. . I won't know until the charge switches from pending to a regular charge. In total my call was 1 hour and 48 minutes. I told her this was unacceptable and if there was anything else she could do for me and she told me to fly a kite. The quality of the customer service was beyond terrible. One hour and 48 minutes of my life never coming back.
Expedia.com Response
• Jun 26, 2019
June 26, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund for $65.40.Our records indicate, on June 18, 2019, Mr. *** or an authorized user of the Expedia account booked a two-night hotel reservation at the ***, arriving on August 10, 2019 and checking out on August 13, 2019 via ***. A confirmation email was emailed on June 18, 2019; it was first opened June 18, 2019 and reviewed twice.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on June 18, 2019, Mr. *** called to ask why the price is different once the reservation was completed. Our representative reviewed the reservation and was able to verify the $245 each night but when the conformation appeared it showed $319. Our office system shows $319. Our representative asked the customer to book again and the same thing transpire with itinerary ***. Mr. called back doing a follow up on the price discrepancy that he received at booking time. Our representative reviewed records with the screenshots and was able to verify a discrepancy in the prices. Our representative offered to process a refund due to site error. Mr. escalated the call. Another representative took over the call, there was a discrepancy in price from when Mr. booked on our site to what he was quoted at check out. Mr. stated he should have been charged $753.04. Our representative verified the billing history and the charge shows $817.54. Advised Mr. that the price should be settled for the correct amount.
On June 19, 2019, Mr. called want to talk to US corporate office, he was transferred to our corporate office. Mr. wanted a refund of $64.50. Mr. says the price increased during the time he confirmed his booking. Our representative replicated the booking and received the same error. Our representative offered a $100.00 coupon, but Mr. declined, and the call ended. Mr. called back asking for refund because was charged more when he completed the booking. On the check-out page he saw $753.04 but was charged $817.54. He previously had been offered a $100 coupon, but he declined. Our representative offered the $100 voucher or the $64.50 refund. Mr. wanted additional compensation for his inconveniences. Our representative clarified the compensation offer was either the refund of $64.50 or the $100.00 voucher and he accepted the $100 voucher.
After further review on June 26, 2019, Expedia has verified the $100 voucher is on Mr. Expedia account and is valid until July 31, 2020. It is valid for anyone who logs into Mr.’s Expedia account and books a ‘pay now hotel” or a “pay now hotel and a flight”. The term and conditions are listed on the voucher.
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
• Jun 26, 2019
Complaint: ***
I am rejecting this response because:The "Supervisor" who already saw that I was furious assured me the charge would be correct. It turned out to be incorrect. I am not disputing they made it right. I am just mentioning the incompetence and inneficiency of this company. I spent over 3 hours on the phone trying to get my $65 back.
Sincerely
I booked a motel through expedia on 5/16/19 for a stay beginning 5/17/19. Expedia charged me $616.04. My hotel receipt was for $482.12. When I called Expedia requesting a refund, they said it was part of their policy and it was the best price. If it is less expensive for me to call motel directly and reserve, I believe that Expedia should be obligated to share that information. Expedia is misleading their customers. Expedia fraudulently leads you to believe it is a discount when the fact is, using them is the increase.
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 Ms. is requesting a
refund of $133.12.
Our records indicate that on May 14, 2019, Ms., or an authorized user of her Expedia
account, self-booked a refundable hotel reservation using Expedia’s website,
under itinerary ***. The reservation was with *** by
***, SC, for a check in on May 17, 2019, and a check out
on May 21, 2019. The total cost of the booking was $497.04. On May 16, 2019,
the customer self-cancelled itinerary *** using Expedia’s website,
and received a full refund.
Furthermore, on May 16, 2019, Ms., or an authorized user of
her Expedia account, self-booked another hotel reservation using Expedia’s
website, under itinerary ***. The reservation was with ***, North Charleston, SC for a check in on May 17,
2019 and a check out on May 21, 2019.
The total cost of this booking is $616.04.
On June 18, 2019, the customer called Expedia stating the hotel
reservation’s total cost was $462.22, according to the receipt she obtained
from Expedia. Unfortunately, the call got disconnected before further investigation
can be done.
Upon review of the customer’s account and using a tool which shows us
what the customer sees while on Expedia’s website, we can confirm that Ms.
*** agreed to pay the amount of $616.04 for itinerary ***.
While we regret Ms.’s experience was not as we would have
hoped, as the cost of her booking was displayed and accepted by her during the
booking process, we are unable to fulfill her refund request.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.
I booked my vacation for me and my friend on April 4th for June 28th. We both took off time from work and were very excited to go to Mexico it is both our first times out of the country.
I made a call to expedia on 6/16 to confirm I would be getting a king bed and the agent I was speaking to told me that I paid a lot of money for my trip and she can give me a discount. I repeatedly told her I do not want to make any changes to my trip because it was only 12 days away. She kept saying everything will be okay and to check my e-mail.
I got an e-mail that I my entire trip was cancelled without my consent. After speaking to the representative for 2 hours I was scammed into buying *** cards to rebook my trip. After realizing my account was hacked and that I was never speaking to expedia I ended the call and called tried calling expedia again.
I paid for insurance for my trip and have been an expedia member for years but expedia refused to take any accountability for their website being unsecured. They insisted that I cancelled my trip and only credit me for my 686.38 *** airlines flight.
This situation was poorly handled and was the worse customer serivce issue i've ever dealt with not to mention a horrible end to our planned birth day trip.
All we wanted was our trip to be re-booked the way we had it. We saved all our money for this trip and now we won't be able to go anywhere.
Expedia.com Response
• Jun 27, 2019
June 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation.
Our records indicate that on April 4, 2019, Ms., or an authorized user of her Expedia account, self-booked a package reservation for two passengers using Expedia’s website, under itinerary ***. The package included two combined one-way fare flights, hotel accommodations, and a Travel Protection Package Protection Plan. Travel on the outbound was with *** Airlines from New York, NY, USA to Cozumel, Quintana Roo, Mexico, departing on June 28, 2019 Travel on the return was with *** Airlines, a Basic Economy Fare, from Cozumel, Quintana Roo, Mexico to New York, NY, USA departing on July 4, 2019. The hotel accommodations were for a refundable reservation with ***, Cozumel, Guintana Roo, Mexico, for a check in on June 28, 2019 and a check out on July 4, 2019. The total cost of the package was $1,882.54 ($686.38 for the outbound and $369.16 for the return flights, $705.00 for the hotel, and $122.00 for the Travel Protection Plan). We understand that Ms.’ package was canceled and she is requesting to rebook it.
On April 5, 2019, Ms. called Expedia to confirm her seat assignments on *** Airlines. Our agent advised that the flight is booked as a Basic Economy Fare and seats will be assigned during check in. The customer also requested a king size bed and Expedia explained that request will be subject to availability.
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 or airlines. *** and *** Airlines are the operating carriers and merchants of record (the entities that received the funds and the companies that charged the credit card) on this booking. 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.
Upon further review of the customer’s itinerary and using a tool which shows us what the customer sees when using Expedia’s website, we can confirm Ms., or an authorized user of her account, cancelled the hotel reservation selecting a reason of "I want to change the reservation". A flight portion of the booking was also cancelled using the customer-facing site.
Additionally, on June 16, 2019, the customer contacted Expedia and authorized to cancel the rest of the package reservation. The *** Airlines flight was canceled and Expedia processed the refund of $369.16 using Ms.’ Package Protection Plan. *** Airlines has issued an airline credit, subject to a reissuance fee of $200.00 per person, plus any difference in fare at the time of rebooking. The hotel portion of the booking was refunded to Ms. in full, in the amount of $705.00. Our representatives offered to assist Ms. with rebooking her package reservation, subject to the vendor-imposed terms and conditions, but she declined.
While we regret Ms.’ experience was not as we would have hoped, based on the information provided above, Expedia is unable to fulfill her request to rebook her package without the vendor-imposed fees.
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
• Jun 27, 2019
Complaint: ***
I am rejecting this response because: Expedia refuses to acknowledge that their business is not secure and can be hacked which is exactly what happened to me and numerous other customers per Revdex.com reviews. My account was hacked and someone imposing as an Expedia represent told me I needed to spend more money to rebook my trip.
This has been a heartbreaking experience and I refuse to take the blame for something I did not do.
We booked a reservation to be billed the day of check in. Approximately 20 days before arriving, my credit card has been charged for half the amount. Expedia has acknowledged both in writing and on the phone by reps Benjamin and Jay, as well as supervisor Mary that we have a pay upon arrival agreement. Mary was to contact the lodging establishment to help resolve the situation, but there has been no return call. This property does business through Expedia using ‘home away’/vrbo. Mary acknowledges any policy changes/amendments,etc. was NOT disclosed to me.
Expedia.com Response
• Jun 27, 2019
June 27, 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 May 22, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” hotel reservation on Expedia.com, under itinerary ***. Reservation is with ***, with a check-in date of July 8, 2019, and a check-out date of July 10, 2019. We understand Mr. is requesting a refund for the reservation, stating that *** charged his credit card for the booking; when payment should have been collected upon arrival.
Expedia reached out to *** several times to advocate on Mr.’s behalf, inquiring about the payment collected for the “Pay Later” reservation. Regrettably, the hotel has not responded to our inquiries. We recommend Mr. to contact the hotel property directly at ***.
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, operate or otherwise run any hotels. In this case, *** was the merchant of record as this was a Pay Later booking. The hotel charged Mr. for this reservation, not Expedia.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, we are unable to honor his refund request, because the funds are not held by Expedia.
However, because we value Mr. as a customer, and regret what transpired, Expedia has applied a $100.00 Expedia Travel Coupon to Mr.’s account. The coupon will expire on July 31, 2020 and is valid toward the future purchase of a “Pay Now” hotel reservation, either as a stand-alone hotel or a vacation package. The coupon will appear in the booking path of Mr.’s next qualified reservation. For additional terms and conditions, please advise Mr. to use the link provided within the Expedia account.
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.
As a customer buying online, sometimes we made mistakes. What right we should have is when we made a mistake, we should have a way to reach out to customer service and seek a way to even: 1. exchange the item or 2. have the credit and reserve a different service. I know lots of online service business model trying to cut down phone service rep, so they made a business model to just sacrifice whoever made mistakes on their sites and keep on just gathering new online business. But is this legal? Just to ignore us who has money loss?
On April 23rd, I accidentally reserved the wrong date for the hotel--***- on expedia.com. But I emailed, called and even tried to see if I can file a health insurance claim (whcih I paid for.) I could not reach anyone to discuss if I can transfer dates. Where is the right of a consumer? All I want is just to transfer the money to book a night on Dec 10th 2019 now. Can someone help me? So I don't lose $255.18 just because I mistakenly booked the wrong nights on expedia.com???
Reservation dates
Aug 23, 2019 - Aug 24, 2019
Itinerary #
***
Subtotal: $263.54
1,170 Expedia Rewards points used: -$8.36
Total: $255.18
Collected by Expedia
Hotel Booking Protection $11.00
Unless specified otherwise, rates are quoted in US dollars.
I am sure I am not the only one. Lots of travel sites said so non-refundable. It is your own mistake if you book the wrong date.
I am not even asking for a refund, but just book the different night through the different date which is still 2 month ahead of my original booking.
I know my voice is little. I wish Revdex.com can correct this kind of online business behavior which puts consumers at the last of the line.
Expedia.com Response
• Jun 27, 2019
June 27,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a hotel reservation.
Our
records indicate that on April 23, 2019, Ms., or an authorized user of her
Expedia account, self-booked a “Pay Now”, non-refundable hotel reservation
using Expedia’s Mobile app, under itinerary ***. The reservation was with ***, Monterey, CA for a check in on August 23, 2019 and a check out on
August 24, 2019, with a Hotel Booking Protection plan. The total cost was $263.54 ($252.54
for the hotel and $11.00 for the Hotel Booking Protection). The customer paid
$255.18 and used 1170 rewards points. We understand Ms.
*** is requesting a refund for $255.18.
We can
confirm that on June 20, 2019, the customer called to change the reservation due
to selecting wrong dates. The assisting agent
reached out to the vendor to request a refund on her 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 the customer accepted Expedia’s Terms of
Use, which expressly state:
The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of 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.
Furthermore, on June 24, 2019, Expedia
received an email from Ms. ***, Assistant Manager of the ***
***, requesting that we call the hotel in regards to Ms.’s refund
request. We reached out to the vendor and
fortunately this time the refund request was approved.
On June 26, 2019, Expedia processed a
full refund in the amount of $252.54, back to the original form of
payment. The time it takes a refund to
appear in the customer’s account depends on their banking institution, usually
within three to five business days.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I 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.
I booked a flight through Expedia in error. Then I tried to cancel reservations with finding out that the terms of cancellation are not explicit as well as the customer service reps are not explicit as well. Expedia charged my credit card $1,661.43 and I am looking for them to credit the amount of $1,661.43 back to my card. I am looking for a full refund.
Expedia.com Response
• Jun 27, 2019
June 27,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mrs. *. *** (Revdex.com case
number ***) regarding a flight reservation.
Our records
indicate that on April 14, 2019, Mr. ***, or an authorized
user of her his Expedia account, self-booked two combined one-way fare
flights for two passengers using Expedia’s website, under itinerary
***. Travel was with *** Airlines and *** Airlines from
Newburgh, NY to Las Vegas, NV departing on October 24, 2019, and returning on
October 27, 2019.. The customer also purchased a Travel Protection Cancellation
Plan. The total cost of the booking is
$1,661.43 ($512.00 for the outbound and $1,024 for the return flights, $112.00
for the Travel Protection and $13.43 for a booking fee). We understand Ms. is requesting a full
refund of $1,661.43.
On April 16,
2019, Ms. called Expedia requesting to cancel the flight reservation. The customer was advised of and accepted the
airline-imposed cancelation rules: an airline credit will be issued for the
amount of each ticket, each subject to an airline-imposed penalty fee for reissue,
in the amount of $200.00, plus any applicable difference in fare on the date of
reissue. The flights were cancelled.
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 or
airlines. *** and *** Airlines
are the operating carriers and merchants of record (the entities that received
the funds and the companies that charged the credit card) on this booking. We
hope you understand we must adhere to the policies dictated by the vendors.
Additionally, at the time of booking the customers 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 Mrs.’s experience was not as we would have hoped, based on the
information provided above, Expedia is unable to fulfill her refund request.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate
Correspondence Team
Customer Response
• Jun 27, 2019
Complaint: ***
I am rejecting this response because: Since June of 2014, I have been suffering with breast cancer. After having a mastectomy, multiple plastic surgeries, having radiation, and chemo, I still have follow up medical appointments with my cancer oncologist, radiation oncologist, breast surgeon.
This matter with Expedia is not at all ending. I will fight this to the end. I have indicated to my co-workers not to use Expedia for their lack of explaining the terms and conditions of cancelling a reservation. Their website is not user friendly as well as their agents are not explicit with any information at all until the innocent customer needs to cancel the reservation and the agents are not at all accommodating. I stayed on the phone with Expedia when I cancelled the reservation for over 2 hours and after being transferred to multiple representatives as well as to an agent in the corporate office there was no satisfaction. The agents only indicate a credit of ie: $256 when only it is a credit of ie: $56 because $200 is the cancellation fee.
As I explained to Expedia, I am not traveling via plane before 4/14/2020 to utilize the credit. In a conversation I had with the Travel Protection Cancellation Plan that I purchased in the amount of $112.00, my husband or myself would have to be sick or pass away. Who can predict the future? Can you??
I await further information to Complaint# ***. I look forward to my full refund of $1,661.43. Expedia was quick to process my credit card information. I just hope they don't think they can charge my card after this complaint has been made.
I booked a cruise for June 12 to June 17th and I am supposed to get $200 on board spending, never received it, I Spent 3 hours on phone and all they did is put me on hold or transferring from rep to rep poor customer service..will never use EXPEDIA
Expedia.com Response
• Jun 25, 2019
June 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a cruise on board credit.
Our records reflect Mr. accessed Expedia.com and self-booked itinerary #*** for a cruise aboard *** to embark on June 13, 2019 in Miami, FL sailing to Mexico, returning June 17, 2019. The customer believed he would receive $200.00 in onboard credit, however the actual terms set by *** provided that the credit was calculated on the base fare of the first two passengers. In the case of this itinerary, the base fare was $1380.00, which provided an onboard credit of $100.00. The customer contacted Expedia to report that he did not receive any onboard credit, however our agents were able to review his portfolio from *** and, as is *** process, the onboard credit is placed into the shipboard account of the first passenger listed on the itinerary, which was “***”. It was noted by *** that the credit was awarded and used by Ms. during the cruise.
Expedia has provided this information to Mr., on behalf of ***, and since *** fulfilled the offer in full, no further compensation will be offered in this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I accidentally purchased tickets to *** instead of ***.
Expedia.com Response
• Jun 24, 2019
June 24, 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 an
activity reservation.
Our records indicate that Ms.
***, or an authorized user of her Expedia account, self-booked an
activity reservation, under itinerary ***. The booking was four ***
*** Admission ticket with start date of June 14, 2019. We understand Ms. is requesting a
refund of the reservation in the amount of $480.00.
We can confirm Ms. called
on June 14, 2019, requesting to cancel the reservation. Per *** rules and restrictions,
the activity is a non-refundable and do not have a cancel or change policies
which were agreed to by the customer at the time of booking. Additionally, Ms. needs to enter
the intended destination and dates of the travel plan to provide the broad
selections of what we offer on our website.
Expedia serves as third-party
intermediary with travel providers such as activities, hotels, car rental
agencies and airlines and is subject to the rules and restriction of those
providers. We hope you understand we must adhere to the policies dictated by
the vendor.
For further information, the full
terms and condition of the “Vendor Rules and Restrictions” is available for
review using the link below:
https://www.expedia.com/p/info-other/legal.htm
While we regret Ms.
experience was not as we would have hoped, based on the information provided
above, Expedia is not able to fulfill her refund request.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
We reserved a car through Expedia and purchased Expedia's Collision Protection. The agreed upon price for the rental plus insurance was $123.52 (we have an e-mail confirming this amount). When we arrived in Costa Rica to get the car, *** would not allow us to take the car unless we paid additional amounts, claiming that they did not accept Expedia's insurance. As a result we paid $364.68. We asked Expedia to work with *** to remedy the situation and they refused to do so. Even more concerning, when we called Expedia they acknowledged that not every company accepts the insurance that Expedia sells.
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 Mr. *** (Revdex.com case number
***) regarding a car rental reservation.
We understand Mr. is requesting a refund in the amount of
$241.16.
Our records
indicate that on February 24, 2019, Ms. ***, or an authorized user
of her Expedia account, self-booked a Pay Later (charges
collected directly by the vendor) car
rental reservation using Expedia’s website, under itinerary ***. The
reservation was with ***, ***, Costa Rica for pick up on June 3, 2019 and
drop off on June 10, 2019. The customer
booked a Midsize SUV. The total estimated cost for the
rental was $88.00, while the Collison Damage Plan by TravelGuard cost $88.00.
Upon review
of Mr.’s concerns, we can confirm the customer was advised of and
acknowledged the terms and condition of the car rental reservation before
completing the booking. Additionally, the following disclaimer was provided within
the confirmation email: “Your rental may have mandatory, local insurance
requirements that result in additional charges at the time of rental.”.
On June 28,
2019, Expedia reached out to the vendor who advised that the local insurance
was mandatory, and they charged Mr. the total amount of $354.77. This
amount included Collision Damage Waiver, Liability insurance, additional
optional coverage, government taxes and fees, and the base rental rate.
Expedia
serves as third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. We hope you understand we must adhere to the policies dictated
by the vendor.
In respect
and consideration of Mr.’s experience when TravelGuard’s Collision
Damage Plan was not honored by ***, Expedia refunded the amount of $88.00
back to the original form of payment. The time it takes a refund to appear in
the customer’s account depends on their banking institution, usually within
three to five business days.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate
Correspondence Team
Customer Response
• Jun 28, 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 will add that Ms. G was not accurate in her response, and to the extent these messages are public we want to make it clear that we tried to resolve this matter with Expedia directly. They REFUSED to give us a refund and said so in a written statement. Only after we contacted the Revdex.com did Expedia finally agree to refund us the money for the insurance they sold knowing that it was not honored in many places.
On May 29, 2019, I booked a vacation rental property with Expedia. The reservation was made in anticipation of a graduation ceremony at the *** on May 23, 2020. The owner/management company of the vacation rental property canceled my reservation on or about June 1, 2019. I contacted Expedia expecting them to refund the full amount of the reservation in the amount of $4785.44. To date, I have only received a refund of approximately 50% of the original reservation amount ~ $2325.22 . I have made at least 6 phone calls to Expedia and about a dozen email attempts to try to resolve this with Expedia. They owe me the balance of the reservation which would be a $2460.22 refund . For Expedia's reference, my original itinerary number was -- #
Expedia.com Response
• Jun 27, 2019
June 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Mrs.
***. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on May 30, 2019, Mrs.. ***
***, or an authorized user of her Expedia account, self-booked a hotel
reservation with a Hotel Booking
Protection plan using Expedia’s website, under itinerary
***. The accommodations were
with ***, NY for 14
adults with a check in on May 27, 2020 and a check out on May 31, 2020. The total cost was $4,785.44 ($4,650.44 for the hotel and $135.00
for the protection). The customer was charged the
amount of $4,762.57 and used 3202 Expedia Rewards points equivalent to
$22.87. On June 14, 2019, Mrs.
cancelled her reservation and received a refund equal to 50% of the booking
value, in the amount of $2325.22. We understand that Mrs. is
requesting a refund of the remaining balance of $2,460.22.
Upon further review we can confirm that on May 31, 2019, Mrs.
*** called Expedia requesting to cancel the reservation due to selecting the
wrong dates. Our agents tried to contact
the vendor but only received a message that the call cannot be answered due to an
emergency situation on the vendor’s side.
The issue was assigned to our offline team, who continued attempt to contact
the hotel. Regrettably, we did not receive a response from anyone via phone and
email, nor via the email address provided by the customer, and 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 Mrs. accepted Expedia’s Terms of Use,
which expressly state:
The ***, 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.
Furthermore, upon receipt of a refund authorization Mrs.
*** provided from the vendor’s Operations Manager, Spencer Andrews, on June
27, 2019, Expedia issued a refund of $2325.22 for the remaining 50% booking
value, in addition to $135.00 for the Hotel Booking Protection plan, 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
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.
While I find Expedia's resolution satisfactory, I do not believe the company would have come to that solution without the assistance of my credit card company and the Revdex.com.
Poor customer service and not user friendly. I booked a flight in April and had to cancel within 4 minutes and 2 months later they are still giving me the run around for my refund. I have contacted *** and expedia and both keep sending me to call the other.
They withdrew the funds but give customers a hard time to get their money back when the cancellation was within the appropriate time frame.
They deserve no stars truly frustrating and disappointing I booked everything through them but will never use them again.
My husband, my mother-in-law and I planned our vacation from US to Romania starting on May 8th and returning on June 3rd. We booked our flights through Expedia and we chose to fly ***. We paid a total of $2605.59 for 3 persons round trip Washington DC-Istanbul-Cluj and Cluj-Istanbul-Washington DC. We purchased even a flight protection plan from Expedia for this trip which cost us $159.
While we were in vacation in Romania, we got a text message from *** informing us that our returning flight Cluj-Istanbul on June 3rd has been rescheduled to June 6th without any explanation. I want to mention that Expedia never informed us in any way about this important change of our itinerary. Immediately, I contacted *** and spent 2 days on the phone to find a solution to be back on June 3rd (according to our itinerary) but without any success. I contacted Expedia and first they said that only *** can solve the situation even if I mentioned that we bought a flight protection. They said that *** is not cooperating with them to solve the situation. After 7 days of calling both *** and Expedia, we found a way to fly back on June 3rd on our own, but starting from Bucharest, not Cluj, as initially scheduled. Therefore, we had to pay for an additional 3 flight tickets from Cluj to Bucharest with *** for a total cost of $246.15. We asked Expedia if they will cover these costs under the insurance and they refused. In addition, our initial one stop flight became a 2 stops flight. The returning flight Cluj-Bucharest-Istanbul-Washington DC really pushed the limits of my 73 years old mother-in-law. Also, in order to catch this flight, we had to rent a car for $100 and we booked a hotel overnight in Cluj for $176.76.
Expedia did not honor their insurance and was not willing to help.As a result, we are seeking compensation for our additional expenses and a ruined vacation as a refund of the paid fare.
Expedia.com Response
• Jun 24, 2019
June 24, 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 a refund of the flights.
Our records indicate on February 20, 2019 ***, or a person authorized for the account, booked roundtrip flights for three passengers with ***, traveling from Washington, DC, USA to Cluj-Napoca, Romania, departing on May 8, 2019 and returning on June 3, 2019, and The Travel Protection Flight Cancellation Plan with Travel Guard.
We understand that on May 16, 2019 the customer’s return flight was affected by an airline-initiated schedule change, and the airline was offering a flight on June 6, 2019.
We contacted the airline for other options. The airline was able to provide the flight on June 6, 2019, or a flight on June 3, 2019 that would return from Bucharest, Romania to Washington, DC, USA.
Expedia is a third-party intermediary for travel suppliers such as airlines, hotels and rental car agencies. The terms and conditions of the items purchased come from the travel supplier, including the contract of carriage. We hope you understand that we are not able to supersede the terms and conditions of the flights.
The website Terms of Use were provided at the time of booking and accepted. They include:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
The Travel Protection Flight Cancellation Plan offers coverage for specific events with restrictions and limitations. The terms and conditions were provided at the time of booking and are viewable from the customer’s online itinerary, or the provider of coverage may be contacted at 1*** or ***.
We regret to hear that our customer did not receive the flight protection preferred and that their vacation was adversely affected by the schedule change. However, in this case Expedia is not able to provide a refund of the flight or compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Jul 15, 2019
Once again, Expedia did not send me any notice to inform me about the schedule change on my itinerary. There is no email or record of a phone call from Expedia as evidence of informing me about this schedule change. Expedia can prove me wrong using some evidence in this case. I can prove ( and definitely will post on all forms of social media) that I was on the phone with Expedia for five days in a row, one day even spending more than five hours on the phone, which totally ruined my vacation. It is also very disappointing to see that Expedia is claiming that I should see a “goodwill coupon “ on my account. I checked my account several times and there is no “goodwill coupon” accredited to me.
I used to love and use Expedia, but now it’s a dishonest company to deal with. Therefore, for all the inconvenience I went thru I’m still requesting $246.15 ( expenses that were not part of my initial itinerary).
Expedia.com Response
• Jul 17, 2019
July 17, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
From time to time, and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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 was not in control of the airline’s schedule or the options that the airline offered.
The initial offering from the airline was available for our customer to select when they contacted us with their first inquiry. Our customer requested additional options, which required additional time and multiple contacts to the airline that we completed in order to satisfy our customer’s request. No documentation or compensation is being provided.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a room with Expedia at *** (***). The room had bed bugs so we could not stay the night there. We had to vacate the room and rebook another room with Expedia. Expdia tried calling the inn but they said that the management has yet to call them back. Expedia is still refusing my refund for both hotel reservations and they continue to advertise this hotel.
Expedia.com Response
• Jun 19, 2019
June 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is 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 *** regarding a refund for $176.40.Our records indicate, on June 3, 2019, Ms. or an authorized user of the Expedia account booked a one night hotel reservation at ***, arriving on June 14, 2019 and checking out on June 15, 2019; via itinerary ***. A confirmation email was emailed on June 3, 2019, it was opened on June 6, 2019 and reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 3, 2019, Ms. called in to get her refund due to there were a lot of bedbugs at the hotel. Our representative called the hotel and they advised to send an email to *** regarding a waiver. An email was sent to the hotel asking for a refund for the reservation. On June 8, 2019, Expedia emailed the customer and advised Expedia is waiting on a response from the hotel in regard to the refund request.
After further review of the reservation June 19, 2019, called the hotel and they advised that their normally policy is to send a pest man into the room when they receive a complaint. The hotel advised they did not receive any complaint while the guest was checked in and the room is still being utilized without any restrictions. They would not authorize Expedia to issue a refund based on the customer never spoke with them to give them an opportunity to correct the matter, they just left no documentation of an early check out
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 Ms. 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.Based on the above Expedia is not able to refund Ms. for the reservation. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Customer Response
• Jun 19, 2019
Complaint: ***
I am rejecting this response because: On the evening of 6/3/19 I went to the front desk and told the gentleman employee that there were bedbugs in the room. He told me he could not do anything. When I asked him for documentation of my checkout, he said he had nothing like that to give me. I had to then give them my real key not a key card and find another hotel reservation which I booked with Expedia at the the *** nearby. This money came out of pocket again: $398.54. Expedia continues to advertise *** which has a serious bedbug problem.
Sincerely
Expedia.com Response
• Jun 20, 2019
June 20, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. *** did not accept our response.We are again responding to Ms. *** complaint regarding the bedbugs she experienced at ***.
Expedia has contacted *** and again they have denied the option to offer Ms. a refund. Mariani’s Inn advised they were told of bed bugs, they had their pest people check the room out and stated nothing came back. Mariani’s Inn will 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.
Based on the above Expedia is not able to honor a request for a refund for the reservation. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Customer Response
• Jun 21, 2019
Complaint: ***
I am rejecting this response because: I witnesed large full grown bedbugs on my clothing and skin. Yet, even though I had to book a second room on the same night Expedia still charged me for both rooms. Expedia continues to advertise this inn and has removed my reviews so that others may view them on their site. I have been a loyal customer of Expedia and since June 4th I have used another service to book my flights and hotel stays. I don't agree with their values when a customer's health is put at risk. My credit card company will be taking care of the matter.
On May 14th, 2019 I booked a flight for *** for June 18th (itinerary: ***), 2019. I canceled that flight which had trip insurance and made a new booking for June 15th. I was double booked for the June 18th flight by Expedia. When I called their system showed I canceled the June 18th flight yet also showed a new booking for the 18th as well as the 15th. I never booked this flight (18th) twice and received no confirmation email for a second flight. The error is on expedia and their system double booking a flight on the 18th. I spent an hour on the phone and expedia refused to acknowledge any error and wanted to say it my fault and that I booked a flight, canceled it and then book 2 more flights for the same person on 2 different days, that is insulting and just not possible. I was charged $153 and $19 for a total of $172 for a flight we never scheduled or used.
Expedia.com Response
• Jun 27, 2019
June 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Mr.
***. *** (Revdex.com case number ***) regarding a flight
reservation.
Our records indicate
that at 4:32am
GMT on May 14, 2019, Ms. ***, or an authorized user of
her Expedia account, self-booked
a one-way, Basic Economy Fare flight reservation with a Travel Protection
Cancellation Plan using Expedia’s Website, under itinerary ***. Travel was with *** Airlines from Austin,
TX to Minneapolis, MN on June 18, 2019 at 11:17 am. The total cost was $172.30 ($153.30 for the
flight and $19.00 for the Protection Plan).
The flight was voided on the same day.
On May 14, 2019, at
3:29pm GMT, another flight reservation was self-booked by the customer: a
one-way, Basic Economy Fare flight reservation with a Travel Protection Cancellation
Plan, using Expedia’s Website, under itinerary ***. The booking was
with the same airline, dates, routing and name of the passenger. This flight
departed at 6:05 am. The total cost is
$172.30 ($153.30 for the flight and $19.00 for the Protection Plan). We
understand Mr. is requesting a refund of itinerary ***.
On June 16, 2019, Mr. called Expedia requesting to
cancel the reservation and receive a refund, stating the flight was booked due
to a site error and he was not aware of its existence. Our agent advised the *** Airlines’ Basic
Economy Fare policy, stating the booking is nonrefundable.
Restrictive fares such a “Basic” are different from
“Main” Economy fares. These fares are usually available at a significantly
lower cost and have more restrictions and ancillary fees, such as being
non-refundable with changes not permitted, no free checked bags and no seating
selections.
Upon review of the customer’s account
and using a tool which shows us what the customer sees while on Expedia’s
website, we can confirm Mr. booked flight itinerary ***,
after itinerary *** already showed as booked within the Expedia
account. Nonetheless, we reached out to
the vendor to advocate on the customer’s behalf by requesting a refund. 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. *** Airlines is the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this booking. We hope you understand
we must adhere to the policies dictated by the vendor. Additionally, Expedia’s Terms of Use, which
were agreed to by the customer 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 above information, Expedia is unable to fulfill
his refund request.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• Jun 27, 2019
Complaint: ***
I am rejecting this response because:this is simply untrue. It is insulting to claim I booked an identical flight after just canceling when I also booked a separate flight for several times prior to the flight in question. Expedia claimed a confirmation email was sent to me but showed as “unopened” on their end which means I never got that email because....I never booked that flight!! If a refund is not granted I will pursue legal action against Expedia. This is fraud on their behalf.
I tend to travel alot and always am looking for the best deals online ,Iv been a member of hotels.com rewards team since 2009 and haven't had problem's with them till the past 3 months and finally had it and needed to report them . Iv asked to speak to supervisors many times and said I would be called back I never get any emails or calls from them . I call them back and they say the same thing . I spent many hours with representatives and they don't give me no resolutions to my issues ! I have been called a liar and was told what I was stating wasn't true ! I am surprised they get away with all they do !They cheat you of your gift cards if you don't remember the place date and how much was put on card and if you try to use *** or *** they take the money and then put it back on your card 3 to 10 business days ! I feel like they don't care about costumers only about selling rooms !
On April 10, 2019, I booked a package trip including two plane tickets and hotel room. At the time, it was not advertised on Expedia's site that the hotel was undergoing heavy construction and that half the hotel's amenities would be closed. Those amenities are the primary reason this hotel was chosen.
I called Expedia to try and get the hotel changed on 6/14 and was hung up on after 45 minutes. I called back and after being on hold for 30 minutes was told that the "hotel line was just ringing and ringing". The Expedia rep said he would have to "open a customer support case".
I received an email the morning of 6/15 stating that they had denied my request for a cancellation (which I never asked for, I simply wanted to change hotels.) Since that email had no contact information to follow up on the case, I called back in to Expedia on 6/15 and asked to speak to someone who could help me. I was told that she would have to call the property to confirm. When she came back on, she again denied by request to change hotels. I was then told that if I still wasn't happy when we got to the hotel upon check-in, I could call Expedia and ask to be relocated. When I asked for that in writing, I was told I couldn't have it.
To date, Expedia's website still does not indicate that there is heavy construction. The reviews of the hotel over the last several months, both on Expedia's website and on the Hotel's website, are resoundingly negative because of the construction. I would never have booked this hotel had I known that its primary attractions (the pools and restaurants) would be closed.
Expedia.com Response
• Jun 23, 2019
June 23, 2019
Revdex.com
***, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a hotel change or partial refund.
Our records indicate on April 10, 2019 ***, or a person authorized for the account, booked a package for two travelers that included roundtrip flights with ***, traveling from Oakland, CA to Kahului, HI, departing on June 24, 2019 and returning on June 30, 2019. The package also included six nights with the ***, checking in on June 24, 2019.
At the time of booking, the hotel’s cancellation policy for the reservation selected was provided and accepted. It advised that the reservation was nonrefundable with no changes allowed.
Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The travel supplier provides their own details, as well as the terms and conditions for the items purchased. The content provided on the website from the hotel includes:
Renovations & Closures
The property will be renovating from 01 March 2019 to 15 December 2019 (completion date subject to change). The following areas are affected:
•Exterior
•Lobby
•Swimming pool
•One of the swimming pools
•Select guestrooms
Our customer contacted us after booking requesting to change the hotel reservation to a different property. We contacted the *** to advocate on the customer’s behalf, however a waiver was not available.
Based on our review, we will not be able to change the reservation or provide compensation in this case.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Expedia cancelled my flight booking to Frankfurt Germany without informing me. I found out when trying to check in to my flight yesterday. After five hours on the phone and repeated hangups for which I was blamed, Expedia was unable to give me a reason except that I was responsible because I selected a flight using a budget carrier. I was elevated several times to the "corporate level".
I note the exact flight itinerary using *** and *** was available at the time I was calling, just at 2.5x the cost of my original booking. I suspect I received too good of a deal and my flight was not booked, hence my itinerary cancelled.
Expedia.com Response
• Jun 24, 2019
June 24, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: -***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint # ***) regarding a refund request for an airline ticket.
On May 4, 2019, Mr. self-booked an airline reservation with via itinerary ***. We understand from the complaint that on May 14, 2019, Mr. found that his reservation was cancelled when attempting to check-in. Mr. is requesting that Expedia refund him the amount he paid for the ticket of $859.98.
Upon receiving the customer’s complaint we reviewed the customer’s session when he completed the reservation online. I have attached screenshots of what Mr. was actually shown regarding the low cost carrier. Since no ticket number was created then the customer’s transaction should have fallen off his account and the funds returned to Mr.. Expedia does not have access to low cost carrier reservations and is unable to change or cancel any reservations from low cost carriers. If the airline has not provided a refund, please contact the airline directly since this is a low cost carrier booking.
I have attached a copy of the Terms of Use which Mr. or an authorized user accepted when the booking was made.
SUPPLIER RULES AND RESTRICTIONS
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.
LIABILITY DISCLAIMER
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 do regret any inconvenience Mr. encountered in resolving this matter. If Mr. has any additional questions they may contact Expedia Customer Support
Sincerely,
Daniel A
Corporate Correspondence Team
1-800-397-3342
Expedia.com Response
• Jul 03, 2019
July 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***).
We have again reviewed Mr.’s complaint in which he asked for a refund. Mr. wrote “I also wish myself and/or the *** to be reimbursed for the reservation”. As previously mentioned, there will be no refund. If Mr. booked a hotel on a different itinerary he may contact Expedia if he has any questions. Mr. goes on to ask that Expedia change a portion on our site which mentions “Ticketing in progress. No need to call to confirm” after someone books a flight. While we thank the customer for the feedback, Expedia commonly reviews the information and will make changes as it sees necessary. On my last response I attached a screenshot showing what the customer was actually shown. See attachment. I previously provided the liability disclaimer which mentions Expedia’s policy.
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
Corporate Correspondence Team
Customer Response
• Jul 08, 2019
Complaint: ***
I am rejecting this response because others on the Revdex.com site have also been confused by the "ticketing in progress. No need to call". Unfortunately that only works if Expedia books a ticket that the airline will honor. Please see Revdex.com messages. The message is misleading if the airline refuses to book the travel, or if as others have noted on the website, partially booked the travel. It is easy for Expedia to modify that first sentence and send a follow-up reminder message to have customers verify that they have received booking or include a calendar entry to verify the flight information. Based on my experience and oithers on the Revdex.com site, this is an issue.Also, five hours on the phone with promises to be connected with a specialist is poor phone service. There also appears to be a policy, noted by myself and others, to disconnect customers to make them go away.
We booked a hotel advertised on Expedia. When we arrived the hotel looked nothing like the pictures. The hotel was not clean, had a dank smell and had stains and dings all over the room as well as a hole in the bathroom door. When we told the hotel staff that the room looked nothing like advertised they told us they had select upgraded rooms and they had no more of those available. We told them this was false advertising and requested a refund. They denied the request and told us we had to book a deluxe room for which there was no option. We told them that they falsely advertised and again requested a refund. They denied once again. We left the hotel to drive home for 4 hours, inconvenienced, and called expedia to request a refund. Expedia told us that all they could do was request a refund from the hotel. We told them of the false advertising which they were not at all concerned for. Expedia told us we only had 1 option and that was if the hotel would refund the money due to their cancellation policy. We told them it wasn't concerning cancellation and it was in regards to service failure and an unacceptable room option with false advertising. Expedia contacted the hotel and the hotel denied the return. Expedia then notified us and after multiple calls nothing has been addressed by expedia and nothing has been refunded. On top of all of our inconveniences, expedia has had a terrible customer service experience, they have representatives that are rude and uncooperative. Their representatives have to follow obscure procedures and can't address the actual issues. Expedia has supported this terrible hotel in its false advertising policies. Another complaint is expedia's terrible telephone system. They have a customer callback option that puts you on a second extended delay hold. Why do I want a customer callback to be on another 10+ minute hold when I could have just held for the expected 30 minutes in the first place. What a terrible experience!
Expedia.com Response
• Jun 19, 2019
June 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is 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 *** regarding a refund for $167.64 and an apology.Our records indicate, on June 14, 2019, Ms. or an authorized user of the Expedia account booked two one night hotel rooms at the *** Cedar City, arriving on June 14, 2019 and checking out on June 15, 2019; via itinerary ***. A confirmation email was emailed on June 14, 2019, it was opened on June 14, 2019 and reviewed seven times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 14, 2019, Ms. called in to cancel the reservation because of the poor quality of the hotel. She advised the room description was not the same as it was on Expedia website. Our representative tried to call the hotel but the front desk was unreachable. Ms. request to speak to a supervisor for further assistance. After serval attempts the hotel was reached and they advised they could not authorize a refund for the reservation due to the reservation being inside of 24 hours. They advised that they advised Ms. of the same when they spoke with her. On June 15, 2019, Ms. called asking for a refund. Our representative reviewed the account and it is noted that the hotel manager previously denied the request. Our representative advised Ms. that Expedia cannot provide any refund without the approval of the hotel and explained the policy and Ms. was not happy.
After further review of the reservation Expedia concludes that itinerary *** was booked as a non-refundable reservation and the *** Cedar City will not authorize a refund for the reservation based on their policy.
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 Ms. 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.Based on the above Expedia is not able to refund Ms. for the reservation. As a gesture of goodwill based on Ms. experience Expedia has applied a $200.00 hotel voucher to her Expedia account. The voucher can be used for a ‘pay now hotel” or a “pay now hotel and flight” booking. The voucher is valid for anyone who books while being logged into Ms. account, the voucher expires on July 31, 2020.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I reserved a room on 6/18/19. The price quoted did not match what my invoice or my credit card said. I called customer service and the agent told me to rebook it and he could cancel the first one. I took a screen shot of the price and placed the order again. It came in high again. He transferred me to a "supervisor" who had no idea what was going on. He kept me on the phone for over an hour. He had no idea how to do math and he kept having me send him pointless screen shots. He came up with some resolution that they were only charging me for one day of taxes which was CLEARLY false. He offered to credit me the difference after over an hour and basically said it was right but he would do it as a courtesy to me. I told him absolutely not let me talk to someone in the USA. I did not trust his credit working or anything of that nature. They transferred me to the USA and the agent took about 20 minutes and claimed that once the charge became permanent it would be the correct amount. . I won't know until the charge switches from pending to a regular charge. In total my call was 1 hour and 48 minutes. I told her this was unacceptable and if there was anything else she could do for me and she told me to fly a kite. The quality of the customer service was beyond terrible. One hour and 48 minutes of my life never coming back.
June 26, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund for $65.40.Our records indicate, on June 18, 2019, Mr. *** or an authorized user of the Expedia account booked a two-night hotel reservation at the ***, arriving on August 10, 2019 and checking out on August 13, 2019 via ***. A confirmation email was emailed on June 18, 2019; it was first opened June 18, 2019 and reviewed twice.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on June 18, 2019, Mr. *** called to ask why the price is different once the reservation was completed. Our representative reviewed the reservation and was able to verify the $245 each night but when the conformation appeared it showed $319. Our office system shows $319. Our representative asked the customer to book again and the same thing transpire with itinerary ***. Mr. called back doing a follow up on the price discrepancy that he received at booking time. Our representative reviewed records with the screenshots and was able to verify a discrepancy in the prices. Our representative offered to process a refund due to site error. Mr. escalated the call. Another representative took over the call, there was a discrepancy in price from when Mr. booked on our site to what he was quoted at check out. Mr. stated he should have been charged $753.04. Our representative verified the billing history and the charge shows $817.54. Advised Mr. that the price should be settled for the correct amount.
On June 19, 2019, Mr. called want to talk to US corporate office, he was transferred to our corporate office. Mr. wanted a refund of $64.50. Mr. says the price increased during the time he confirmed his booking. Our representative replicated the booking and received the same error. Our representative offered a $100.00 coupon, but Mr. declined, and the call ended. Mr. called back asking for refund because was charged more when he completed the booking. On the check-out page he saw $753.04 but was charged $817.54. He previously had been offered a $100 coupon, but he declined. Our representative offered the $100 voucher or the $64.50 refund. Mr. wanted additional compensation for his inconveniences. Our representative clarified the compensation offer was either the refund of $64.50 or the $100.00 voucher and he accepted the $100 voucher.
After further review on June 26, 2019, Expedia has verified the $100 voucher is on Mr. Expedia account and is valid until July 31, 2020. It is valid for anyone who logs into Mr.’s Expedia account and books a ‘pay now hotel” or a “pay now hotel and a flight”. The term and conditions are listed on the voucher.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because:The "Supervisor" who already saw that I was furious assured me the charge would be correct. It turned out to be incorrect. I am not disputing they made it right. I am just mentioning the incompetence and inneficiency of this company. I spent over 3 hours on the phone trying to get my $65 back.
Sincerely
I booked a motel through expedia on 5/16/19 for a stay beginning 5/17/19. Expedia charged me $616.04. My hotel receipt was for $482.12. When I called Expedia requesting a refund, they said it was part of their policy and it was the best price. If it is less expensive for me to call motel directly and reserve, I believe that Expedia should be obligated to share that information. Expedia is misleading their customers. Expedia fraudulently leads you to believe it is a discount when the fact is, using them is the increase.
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 Ms. is requesting a
refund of $133.12.
Our records indicate that on May 14, 2019, Ms., or an authorized user of her Expedia
account, self-booked a refundable hotel reservation using Expedia’s website,
under itinerary ***. The reservation was with *** by
***, SC, for a check in on May 17, 2019, and a check out
on May 21, 2019. The total cost of the booking was $497.04. On May 16, 2019,
the customer self-cancelled itinerary *** using Expedia’s website,
and received a full refund.
Furthermore, on May 16, 2019, Ms., or an authorized user of
her Expedia account, self-booked another hotel reservation using Expedia’s
website, under itinerary ***. The reservation was with ***, North Charleston, SC for a check in on May 17,
2019 and a check out on May 21, 2019.
The total cost of this booking is $616.04.
On June 18, 2019, the customer called Expedia stating the hotel
reservation’s total cost was $462.22, according to the receipt she obtained
from Expedia. Unfortunately, the call got disconnected before further investigation
can be done.
Upon review of the customer’s account and using a tool which shows us
what the customer sees while on Expedia’s website, we can confirm that Ms.
*** agreed to pay the amount of $616.04 for itinerary ***.
While we regret Ms.’s experience was not as we would have
hoped, as the cost of her booking was displayed and accepted by her during the
booking process, we are unable to fulfill her refund request.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
I booked my vacation for me and my friend on April 4th for June 28th. We both took off time from work and were very excited to go to Mexico it is both our first times out of the country.
I made a call to expedia on 6/16 to confirm I would be getting a king bed and the agent I was speaking to told me that I paid a lot of money for my trip and she can give me a discount. I repeatedly told her I do not want to make any changes to my trip because it was only 12 days away. She kept saying everything will be okay and to check my e-mail.
I got an e-mail that I my entire trip was cancelled without my consent. After speaking to the representative for 2 hours I was scammed into buying *** cards to rebook my trip. After realizing my account was hacked and that I was never speaking to expedia I ended the call and called tried calling expedia again.
I paid for insurance for my trip and have been an expedia member for years but expedia refused to take any accountability for their website being unsecured. They insisted that I cancelled my trip and only credit me for my 686.38 *** airlines flight.
This situation was poorly handled and was the worse customer serivce issue i've ever dealt with not to mention a horrible end to our planned birth day trip.
All we wanted was our trip to be re-booked the way we had it. We saved all our money for this trip and now we won't be able to go anywhere.
June 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation.
Our records indicate that on April 4, 2019, Ms., or an authorized user of her Expedia account, self-booked a package reservation for two passengers using Expedia’s website, under itinerary ***. The package included two combined one-way fare flights, hotel accommodations, and a Travel Protection Package Protection Plan. Travel on the outbound was with *** Airlines from New York, NY, USA to Cozumel, Quintana Roo, Mexico, departing on June 28, 2019 Travel on the return was with *** Airlines, a Basic Economy Fare, from Cozumel, Quintana Roo, Mexico to New York, NY, USA departing on July 4, 2019. The hotel accommodations were for a refundable reservation with ***, Cozumel, Guintana Roo, Mexico, for a check in on June 28, 2019 and a check out on July 4, 2019. The total cost of the package was $1,882.54 ($686.38 for the outbound and $369.16 for the return flights, $705.00 for the hotel, and $122.00 for the Travel Protection Plan). We understand that Ms.’ package was canceled and she is requesting to rebook it.
On April 5, 2019, Ms. called Expedia to confirm her seat assignments on *** Airlines. Our agent advised that the flight is booked as a Basic Economy Fare and seats will be assigned during check in. The customer also requested a king size bed and Expedia explained that request will be subject to availability.
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 or airlines. *** and *** Airlines are the operating carriers and merchants of record (the entities that received the funds and the companies that charged the credit card) on this booking. 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.
Upon further review of the customer’s itinerary and using a tool which shows us what the customer sees when using Expedia’s website, we can confirm Ms., or an authorized user of her account, cancelled the hotel reservation selecting a reason of "I want to change the reservation". A flight portion of the booking was also cancelled using the customer-facing site.
Additionally, on June 16, 2019, the customer contacted Expedia and authorized to cancel the rest of the package reservation. The *** Airlines flight was canceled and Expedia processed the refund of $369.16 using Ms.’ Package Protection Plan. *** Airlines has issued an airline credit, subject to a reissuance fee of $200.00 per person, plus any difference in fare at the time of rebooking. The hotel portion of the booking was refunded to Ms. in full, in the amount of $705.00. Our representatives offered to assist Ms. with rebooking her package reservation, subject to the vendor-imposed terms and conditions, but she declined.
While we regret Ms.’ experience was not as we would have hoped, based on the information provided above, Expedia is unable to fulfill her request to rebook her package without the vendor-imposed fees.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: Expedia refuses to acknowledge that their business is not secure and can be hacked which is exactly what happened to me and numerous other customers per Revdex.com reviews. My account was hacked and someone imposing as an Expedia represent told me I needed to spend more money to rebook my trip.
This has been a heartbreaking experience and I refuse to take the blame for something I did not do.
Sincerely
We booked a reservation to be billed the day of check in. Approximately 20 days before arriving, my credit card has been charged for half the amount. Expedia has acknowledged both in writing and on the phone by reps Benjamin and Jay, as well as supervisor Mary that we have a pay upon arrival agreement. Mary was to contact the lodging establishment to help resolve the situation, but there has been no return call. This property does business through Expedia using ‘home away’/vrbo. Mary acknowledges any policy changes/amendments,etc. was NOT disclosed to me.
June 27, 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 May 22, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” hotel reservation on Expedia.com, under itinerary ***. Reservation is with ***, with a check-in date of July 8, 2019, and a check-out date of July 10, 2019. We understand Mr. is requesting a refund for the reservation, stating that *** charged his credit card for the booking; when payment should have been collected upon arrival.
Expedia reached out to *** several times to advocate on Mr.’s behalf, inquiring about the payment collected for the “Pay Later” reservation. Regrettably, the hotel has not responded to our inquiries. We recommend Mr. to contact the hotel property directly at ***.
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, operate or otherwise run any hotels. In this case, *** was the merchant of record as this was a Pay Later booking. The hotel charged Mr. for this reservation, not Expedia.
While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, we are unable to honor his refund request, because the funds are not held by Expedia.
However, because we value Mr. as a customer, and regret what transpired, Expedia has applied a $100.00 Expedia Travel Coupon to Mr.’s account. The coupon will expire on July 31, 2020 and is valid toward the future purchase of a “Pay Now” hotel reservation, either as a stand-alone hotel or a vacation package. The coupon will appear in the booking path of Mr.’s next qualified reservation. For additional terms and conditions, please advise Mr. to use the link provided within the Expedia account.
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
As a customer buying online, sometimes we made mistakes. What right we should have is when we made a mistake, we should have a way to reach out to customer service and seek a way to even: 1. exchange the item or 2. have the credit and reserve a different service. I know lots of online service business model trying to cut down phone service rep, so they made a business model to just sacrifice whoever made mistakes on their sites and keep on just gathering new online business. But is this legal? Just to ignore us who has money loss?
On April 23rd, I accidentally reserved the wrong date for the hotel--***- on expedia.com. But I emailed, called and even tried to see if I can file a health insurance claim (whcih I paid for.) I could not reach anyone to discuss if I can transfer dates. Where is the right of a consumer? All I want is just to transfer the money to book a night on Dec 10th 2019 now. Can someone help me? So I don't lose $255.18 just because I mistakenly booked the wrong nights on expedia.com???
Reservation dates
Aug 23, 2019 - Aug 24, 2019
Itinerary #
***
Price summary
Price breakdown
Room price: $252.54
1 night: $224.10
Taxes & fees: $28.44
Subtotal: $263.54
1,170 Expedia Rewards points used: -$8.36
Total: $255.18
Collected by Expedia
Hotel Booking Protection $11.00
Unless specified otherwise, rates are quoted in US dollars.
I am sure I am not the only one. Lots of travel sites said so non-refundable. It is your own mistake if you book the wrong date.
I am not even asking for a refund, but just book the different night through the different date which is still 2 month ahead of my original booking.
I know my voice is little. I wish Revdex.com can correct this kind of online business behavior which puts consumers at the last of the line.
June 27,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a hotel reservation.
Our
records indicate that on April 23, 2019, Ms., or an authorized user of her
Expedia account, self-booked a “Pay Now”, non-refundable hotel reservation
using Expedia’s Mobile app, under itinerary ***. The reservation was with ***, Monterey, CA for a check in on August 23, 2019 and a check out on
August 24, 2019, with a Hotel Booking Protection plan. The total cost was $263.54 ($252.54
for the hotel and $11.00 for the Hotel Booking Protection). The customer paid
$255.18 and used 1170 rewards points. We understand Ms.
*** is requesting a refund for $255.18.
We can
confirm that on June 20, 2019, the customer called to change the reservation due
to selecting wrong dates. The assisting agent
reached out to the vendor to request a refund on her 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 the customer accepted Expedia’s Terms of
Use, which expressly state:
The carriers, hotels and
other suppliers providing travel or other services on this Website are
independent contractors and not agents or employees of 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.
Furthermore, on June 24, 2019, Expedia
received an email from Ms. ***, Assistant Manager of the ***
***, requesting that we call the hotel in regards to Ms.’s refund
request. We reached out to the vendor and
fortunately this time the refund request was approved.
On June 26, 2019, Expedia processed a
full refund in the amount of $252.54, back to the original form of
payment. The time it takes a refund to
appear in the customer’s account depends on their banking institution, usually
within three to five business days.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate
Correspondence Team
I 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.
I booked a flight through Expedia in error. Then I tried to cancel reservations with finding out that the terms of cancellation are not explicit as well as the customer service reps are not explicit as well. Expedia charged my credit card $1,661.43 and I am looking for them to credit the amount of $1,661.43 back to my card. I am looking for a full refund.
June 27,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mrs. *. *** (Revdex.com case
number ***) regarding a flight reservation.
Our records
indicate that on April 14, 2019, Mr. ***, or an authorized
user of her his Expedia account, self-booked two combined one-way fare
flights for two passengers using Expedia’s website, under itinerary
***. Travel was with *** Airlines and *** Airlines from
Newburgh, NY to Las Vegas, NV departing on October 24, 2019, and returning on
October 27, 2019.. The customer also purchased a Travel Protection Cancellation
Plan. The total cost of the booking is
$1,661.43 ($512.00 for the outbound and $1,024 for the return flights, $112.00
for the Travel Protection and $13.43 for a booking fee). We understand Ms. is requesting a full
refund of $1,661.43.
On April 16,
2019, Ms. called Expedia requesting to cancel the flight reservation. The customer was advised of and accepted the
airline-imposed cancelation rules: an airline credit will be issued for the
amount of each ticket, each subject to an airline-imposed penalty fee for reissue,
in the amount of $200.00, plus any applicable difference in fare on the date of
reissue. The flights were cancelled.
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 or
airlines. *** and *** Airlines
are the operating carriers and merchants of record (the entities that received
the funds and the companies that charged the credit card) on this booking. We
hope you understand we must adhere to the policies dictated by the vendors.
Additionally, at the time of booking the customers 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 Mrs.’s experience was not as we would have hoped, based on the
information provided above, Expedia is unable to fulfill her refund request.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: Since June of 2014, I have been suffering with breast cancer. After having a mastectomy, multiple plastic surgeries, having radiation, and chemo, I still have follow up medical appointments with my cancer oncologist, radiation oncologist, breast surgeon.
This matter with Expedia is not at all ending. I will fight this to the end. I have indicated to my co-workers not to use Expedia for their lack of explaining the terms and conditions of cancelling a reservation. Their website is not user friendly as well as their agents are not explicit with any information at all until the innocent customer needs to cancel the reservation and the agents are not at all accommodating. I stayed on the phone with Expedia when I cancelled the reservation for over 2 hours and after being transferred to multiple representatives as well as to an agent in the corporate office there was no satisfaction. The agents only indicate a credit of ie: $256 when only it is a credit of ie: $56 because $200 is the cancellation fee.
As I explained to Expedia, I am not traveling via plane before 4/14/2020 to utilize the credit. In a conversation I had with the Travel Protection Cancellation Plan that I purchased in the amount of $112.00, my husband or myself would have to be sick or pass away. Who can predict the future? Can you??
I await further information to Complaint# ***. I look forward to my full refund of $1,661.43. Expedia was quick to process my credit card information. I just hope they don't think they can charge my card after this complaint has been made.
Sincerely
I booked a cruise for June 12 to June 17th and I am supposed to get $200 on board spending, never received it, I Spent 3 hours on phone and all they did is put me on hold or transferring from rep to rep poor customer service..will never use EXPEDIA
June 25, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a cruise on board credit.
Our records reflect Mr. accessed Expedia.com and self-booked itinerary #*** for a cruise aboard *** to embark on June 13, 2019 in Miami, FL sailing to Mexico, returning June 17, 2019. The customer believed he would receive $200.00 in onboard credit, however the actual terms set by *** provided that the credit was calculated on the base fare of the first two passengers. In the case of this itinerary, the base fare was $1380.00, which provided an onboard credit of $100.00. The customer contacted Expedia to report that he did not receive any onboard credit, however our agents were able to review his portfolio from *** and, as is *** process, the onboard credit is placed into the shipboard account of the first passenger listed on the itinerary, which was “***”. It was noted by *** that the credit was awarded and used by Ms. during the cruise.
Expedia has provided this information to Mr., on behalf of ***, and since *** fulfilled the offer in full, no further compensation will be offered in this matter.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
Complaint: ***
I am rejecting this response because:
Sincerely
I accidentally purchased tickets to *** instead of ***.
June 24, 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 an
activity reservation.
Our records indicate that Ms.
***, or an authorized user of her Expedia account, self-booked an
activity reservation, under itinerary ***. The booking was four ***
*** Admission ticket with start date of June 14, 2019. We understand Ms. is requesting a
refund of the reservation in the amount of $480.00.
We can confirm Ms. called
on June 14, 2019, requesting to cancel the reservation. Per *** rules and restrictions,
the activity is a non-refundable and do not have a cancel or change policies
which were agreed to by the customer at the time of booking. Additionally, Ms. needs to enter
the intended destination and dates of the travel plan to provide the broad
selections of what we offer on our website.
Expedia serves as third-party
intermediary with travel providers such as activities, hotels, car rental
agencies and airlines and is subject to the rules and restriction of those
providers. We hope you understand we must adhere to the policies dictated by
the vendor.
For further information, the full
terms and condition of the “Vendor Rules and Restrictions” is available for
review using the link below:
https://www.expedia.com/p/info-other/legal.htm
While we regret Ms.
experience was not as we would have hoped, based on the information provided
above, Expedia is not able to fulfill her refund request.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
We reserved a car through Expedia and purchased Expedia's Collision Protection. The agreed upon price for the rental plus insurance was $123.52 (we have an e-mail confirming this amount). When we arrived in Costa Rica to get the car, *** would not allow us to take the car unless we paid additional amounts, claiming that they did not accept Expedia's insurance. As a result we paid $364.68. We asked Expedia to work with *** to remedy the situation and they refused to do so. Even more concerning, when we called Expedia they acknowledged that not every company accepts the insurance that Expedia sells.
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 Mr. *** (Revdex.com case number
***) regarding a car rental reservation.
We understand Mr. is requesting a refund in the amount of
$241.16.
Our records
indicate that on February 24, 2019, Ms. ***, or an authorized user
of her Expedia account, self-booked a Pay Later (charges
collected directly by the vendor) car
rental reservation using Expedia’s website, under itinerary ***. The
reservation was with ***, ***, Costa Rica for pick up on June 3, 2019 and
drop off on June 10, 2019. The customer
booked a Midsize SUV. The total estimated cost for the
rental was $88.00, while the Collison Damage Plan by TravelGuard cost $88.00.
Upon review
of Mr.’s concerns, we can confirm the customer was advised of and
acknowledged the terms and condition of the car rental reservation before
completing the booking. Additionally, the following disclaimer was provided within
the confirmation email: “Your rental may have mandatory, local insurance
requirements that result in additional charges at the time of rental.”.
On June 28,
2019, Expedia reached out to the vendor who advised that the local insurance
was mandatory, and they charged Mr. the total amount of $354.77. This
amount included Collision Damage Waiver, Liability insurance, additional
optional coverage, government taxes and fees, and the base rental rate.
Expedia
serves as third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. We hope you understand we must adhere to the policies dictated
by the vendor.
In respect
and consideration of Mr.’s experience when TravelGuard’s Collision
Damage Plan was not honored by ***, Expedia refunded the amount of $88.00
back to the original form of payment. The time it takes a refund to appear in
the customer’s account depends on their banking institution, usually within
three to five business days.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate
Correspondence Team
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 will add that Ms. G was not accurate in her response, and to the extent these messages are public we want to make it clear that we tried to resolve this matter with Expedia directly. They REFUSED to give us a refund and said so in a written statement. Only after we contacted the Revdex.com did Expedia finally agree to refund us the money for the insurance they sold knowing that it was not honored in many places.
Sincerely
On May 29, 2019, I booked a vacation rental property with Expedia. The reservation was made in anticipation of a graduation ceremony at the *** on May 23, 2020. The owner/management company of the vacation rental property canceled my reservation on or about June 1, 2019. I contacted Expedia expecting them to refund the full amount of the reservation in the amount of $4785.44. To date, I have only received a refund of approximately 50% of the original reservation amount ~ $2325.22 . I have made at least 6 phone calls to Expedia and about a dozen email attempts to try to resolve this with Expedia. They owe me the balance of the reservation which would be a $2460.22 refund . For Expedia's reference, my original itinerary number was -- #
June 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Mrs.
***. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on May 30, 2019, Mrs.. ***
***, or an authorized user of her Expedia account, self-booked a hotel
reservation with a Hotel Booking
Protection plan using Expedia’s website, under itinerary
***. The accommodations were
with ***, NY for 14
adults with a check in on May 27, 2020 and a check out on May 31, 2020. The total cost was $4,785.44 ($4,650.44 for the hotel and $135.00
for the protection). The customer was charged the
amount of $4,762.57 and used 3202 Expedia Rewards points equivalent to
$22.87. On June 14, 2019, Mrs.
cancelled her reservation and received a refund equal to 50% of the booking
value, in the amount of $2325.22. We understand that Mrs. is
requesting a refund of the remaining balance of $2,460.22.
Upon further review we can confirm that on May 31, 2019, Mrs.
*** called Expedia requesting to cancel the reservation due to selecting the
wrong dates. Our agents tried to contact
the vendor but only received a message that the call cannot be answered due to an
emergency situation on the vendor’s side.
The issue was assigned to our offline team, who continued attempt to contact
the hotel. Regrettably, we did not receive a response from anyone via phone and
email, nor via the email address provided by the customer, and 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 Mrs. accepted Expedia’s Terms of Use,
which expressly state:
The ***, 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.
Furthermore, upon receipt of a refund authorization Mrs.
*** provided from the vendor’s Operations Manager, Spencer Andrews, on June
27, 2019, Expedia issued a refund of $2325.22 for the remaining 50% booking
value, in addition to $135.00 for the Hotel Booking Protection plan, 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
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.
While I find Expedia's resolution satisfactory, I do not believe the company would have come to that solution without the assistance of my credit card company and the Revdex.com.
Thank you for your help.
Sincerely
Poor customer service and not user friendly. I booked a flight in April and had to cancel within 4 minutes and 2 months later they are still giving me the run around for my refund. I have contacted *** and expedia and both keep sending me to call the other.
They withdrew the funds but give customers a hard time to get their money back when the cancellation was within the appropriate time frame.
They deserve no stars truly frustrating and disappointing I booked everything through them but will never use them again.
My husband, my mother-in-law and I planned our vacation from US to Romania starting on May 8th and returning on June 3rd. We booked our flights through Expedia and we chose to fly ***. We paid a total of $2605.59 for 3 persons round trip Washington DC-Istanbul-Cluj and Cluj-Istanbul-Washington DC. We purchased even a flight protection plan from Expedia for this trip which cost us $159.
While we were in vacation in Romania, we got a text message from *** informing us that our returning flight Cluj-Istanbul on June 3rd has been rescheduled to June 6th without any explanation. I want to mention that Expedia never informed us in any way about this important change of our itinerary. Immediately, I contacted *** and spent 2 days on the phone to find a solution to be back on June 3rd (according to our itinerary) but without any success. I contacted Expedia and first they said that only *** can solve the situation even if I mentioned that we bought a flight protection. They said that *** is not cooperating with them to solve the situation. After 7 days of calling both *** and Expedia, we found a way to fly back on June 3rd on our own, but starting from Bucharest, not Cluj, as initially scheduled. Therefore, we had to pay for an additional 3 flight tickets from Cluj to Bucharest with *** for a total cost of $246.15. We asked Expedia if they will cover these costs under the insurance and they refused. In addition, our initial one stop flight became a 2 stops flight. The returning flight Cluj-Bucharest-Istanbul-Washington DC really pushed the limits of my 73 years old mother-in-law. Also, in order to catch this flight, we had to rent a car for $100 and we booked a hotel overnight in Cluj for $176.76.
Expedia did not honor their insurance and was not willing to help.As a result, we are seeking compensation for our additional expenses and a ruined vacation as a refund of the paid fare.
June 24, 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 a refund of the flights.
Our records indicate on February 20, 2019 ***, or a person authorized for the account, booked roundtrip flights for three passengers with ***, traveling from Washington, DC, USA to Cluj-Napoca, Romania, departing on May 8, 2019 and returning on June 3, 2019, and The Travel Protection Flight Cancellation Plan with Travel Guard.
We understand that on May 16, 2019 the customer’s return flight was affected by an airline-initiated schedule change, and the airline was offering a flight on June 6, 2019.
We contacted the airline for other options. The airline was able to provide the flight on June 6, 2019, or a flight on June 3, 2019 that would return from Bucharest, Romania to Washington, DC, USA.
Expedia is a third-party intermediary for travel suppliers such as airlines, hotels and rental car agencies. The terms and conditions of the items purchased come from the travel supplier, including the contract of carriage. We hope you understand that we are not able to supersede the terms and conditions of the flights.
The website Terms of Use were provided at the time of booking and accepted. They include:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
The Travel Protection Flight Cancellation Plan offers coverage for specific events with restrictions and limitations. The terms and conditions were provided at the time of booking and are viewable from the customer’s online itinerary, or the provider of coverage may be contacted at 1*** or ***.
We regret to hear that our customer did not receive the flight protection preferred and that their vacation was adversely affected by the schedule change. However, in this case Expedia is not able to provide a refund of the flight or compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Once again, Expedia did not send me any notice to inform me about the schedule change on my itinerary. There is no email or record of a phone call from Expedia as evidence of informing me about this schedule change. Expedia can prove me wrong using some evidence in this case. I can prove ( and definitely will post on all forms of social media) that I was on the phone with Expedia for five days in a row, one day even spending more than five hours on the phone, which totally ruined my vacation. It is also very disappointing to see that Expedia is claiming that I should see a “goodwill coupon “ on my account. I checked my account several times and there is no “goodwill coupon” accredited to me.
I used to love and use Expedia, but now it’s a dishonest company to deal with. Therefore, for all the inconvenience I went thru I’m still requesting $246.15 ( expenses that were not part of my initial itinerary).
July 17, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
From time to time, and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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 was not in control of the airline’s schedule or the options that the airline offered.
The initial offering from the airline was available for our customer to select when they contacted us with their first inquiry. Our customer requested additional options, which required additional time and multiple contacts to the airline that we completed in order to satisfy our customer’s request. No documentation or compensation is being provided.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
I booked a room with Expedia at *** (***). The room had bed bugs so we could not stay the night there. We had to vacate the room and rebook another room with Expedia. Expdia tried calling the inn but they said that the management has yet to call them back. Expedia is still refusing my refund for both hotel reservations and they continue to advertise this hotel.
June 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is 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 *** regarding a refund for $176.40.Our records indicate, on June 3, 2019, Ms. or an authorized user of the Expedia account booked a one night hotel reservation at ***, arriving on June 14, 2019 and checking out on June 15, 2019; via itinerary ***. A confirmation email was emailed on June 3, 2019, it was opened on June 6, 2019 and reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 3, 2019, Ms. called in to get her refund due to there were a lot of bedbugs at the hotel. Our representative called the hotel and they advised to send an email to *** regarding a waiver. An email was sent to the hotel asking for a refund for the reservation. On June 8, 2019, Expedia emailed the customer and advised Expedia is waiting on a response from the hotel in regard to the refund request.
After further review of the reservation June 19, 2019, called the hotel and they advised that their normally policy is to send a pest man into the room when they receive a complaint. The hotel advised they did not receive any complaint while the guest was checked in and the room is still being utilized without any restrictions. They would not authorize Expedia to issue a refund based on the customer never spoke with them to give them an opportunity to correct the matter, they just left no documentation of an early check out
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 Ms. 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.Based on the above Expedia is not able to refund Ms. for the reservation. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because: On the evening of 6/3/19 I went to the front desk and told the gentleman employee that there were bedbugs in the room. He told me he could not do anything. When I asked him for documentation of my checkout, he said he had nothing like that to give me. I had to then give them my real key not a key card and find another hotel reservation which I booked with Expedia at the the *** nearby. This money came out of pocket again: $398.54. Expedia continues to advertise *** which has a serious bedbug problem.
Sincerely
June 20, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. *** did not accept our response.We are again responding to Ms. *** complaint regarding the bedbugs she experienced at ***.
Expedia has contacted *** and again they have denied the option to offer Ms. a refund. Mariani’s Inn advised they were told of bed bugs, they had their pest people check the room out and stated nothing came back. Mariani’s Inn will 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.
Based on the above Expedia is not able to honor a request for a refund for the reservation. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because: I witnesed large full grown bedbugs on my clothing and skin. Yet, even though I had to book a second room on the same night Expedia still charged me for both rooms. Expedia continues to advertise this inn and has removed my reviews so that others may view them on their site. I have been a loyal customer of Expedia and since June 4th I have used another service to book my flights and hotel stays. I don't agree with their values when a customer's health is put at risk. My credit card company will be taking care of the matter.
Sincerely
On May 14th, 2019 I booked a flight for *** for June 18th (itinerary: ***), 2019. I canceled that flight which had trip insurance and made a new booking for June 15th. I was double booked for the June 18th flight by Expedia. When I called their system showed I canceled the June 18th flight yet also showed a new booking for the 18th as well as the 15th. I never booked this flight (18th) twice and received no confirmation email for a second flight. The error is on expedia and their system double booking a flight on the 18th. I spent an hour on the phone and expedia refused to acknowledge any error and wanted to say it my fault and that I booked a flight, canceled it and then book 2 more flights for the same person on 2 different days, that is insulting and just not possible. I was charged $153 and $19 for a total of $172 for a flight we never scheduled or used.
June 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Mr.
***. *** (Revdex.com case number ***) regarding a flight
reservation.
Our records indicate
that at 4:32am
GMT on May 14, 2019, Ms. ***, or an authorized user of
her Expedia account, self-booked
a one-way, Basic Economy Fare flight reservation with a Travel Protection
Cancellation Plan using Expedia’s Website, under itinerary ***. Travel was with *** Airlines from Austin,
TX to Minneapolis, MN on June 18, 2019 at 11:17 am. The total cost was $172.30 ($153.30 for the
flight and $19.00 for the Protection Plan).
The flight was voided on the same day.
On May 14, 2019, at
3:29pm GMT, another flight reservation was self-booked by the customer: a
one-way, Basic Economy Fare flight reservation with a Travel Protection Cancellation
Plan, using Expedia’s Website, under itinerary ***. The booking was
with the same airline, dates, routing and name of the passenger. This flight
departed at 6:05 am. The total cost is
$172.30 ($153.30 for the flight and $19.00 for the Protection Plan). We
understand Mr. is requesting a refund of itinerary ***.
On June 16, 2019, Mr. called Expedia requesting to
cancel the reservation and receive a refund, stating the flight was booked due
to a site error and he was not aware of its existence. Our agent advised the *** Airlines’ Basic
Economy Fare policy, stating the booking is nonrefundable.
Restrictive fares such a “Basic” are different from
“Main” Economy fares. These fares are usually available at a significantly
lower cost and have more restrictions and ancillary fees, such as being
non-refundable with changes not permitted, no free checked bags and no seating
selections.
Upon review of the customer’s account
and using a tool which shows us what the customer sees while on Expedia’s
website, we can confirm Mr. booked flight itinerary ***,
after itinerary *** already showed as booked within the Expedia
account. Nonetheless, we reached out to
the vendor to advocate on the customer’s behalf by requesting a refund. 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. *** Airlines is the operating
carrier and merchant of record (the entity that received the funds and the
company that charged the credit card) on this booking. We hope you understand
we must adhere to the policies dictated by the vendor. Additionally, Expedia’s Terms of Use, which
were agreed to by the customer 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 above information, Expedia is unable to fulfill
his refund request.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:this is simply untrue. It is insulting to claim I booked an identical flight after just canceling when I also booked a separate flight for several times prior to the flight in question. Expedia claimed a confirmation email was sent to me but showed as “unopened” on their end which means I never got that email because....I never booked that flight!! If a refund is not granted I will pursue legal action against Expedia. This is fraud on their behalf.
Sincerely
I tend to travel alot and always am looking for the best deals online ,Iv been a member of hotels.com rewards team since 2009 and haven't had problem's with them till the past 3 months and finally had it and needed to report them . Iv asked to speak to supervisors many times and said I would be called back I never get any emails or calls from them . I call them back and they say the same thing . I spent many hours with representatives and they don't give me no resolutions to my issues ! I have been called a liar and was told what I was stating wasn't true ! I am surprised they get away with all they do !They cheat you of your gift cards if you don't remember the place date and how much was put on card and if you try to use *** or *** they take the money and then put it back on your card 3 to 10 business days ! I feel like they don't care about costumers only about selling rooms !
On April 10, 2019, I booked a package trip including two plane tickets and hotel room. At the time, it was not advertised on Expedia's site that the hotel was undergoing heavy construction and that half the hotel's amenities would be closed. Those amenities are the primary reason this hotel was chosen.
I called Expedia to try and get the hotel changed on 6/14 and was hung up on after 45 minutes. I called back and after being on hold for 30 minutes was told that the "hotel line was just ringing and ringing". The Expedia rep said he would have to "open a customer support case".
I received an email the morning of 6/15 stating that they had denied my request for a cancellation (which I never asked for, I simply wanted to change hotels.) Since that email had no contact information to follow up on the case, I called back in to Expedia on 6/15 and asked to speak to someone who could help me. I was told that she would have to call the property to confirm. When she came back on, she again denied by request to change hotels. I was then told that if I still wasn't happy when we got to the hotel upon check-in, I could call Expedia and ask to be relocated. When I asked for that in writing, I was told I couldn't have it.
To date, Expedia's website still does not indicate that there is heavy construction. The reviews of the hotel over the last several months, both on Expedia's website and on the Hotel's website, are resoundingly negative because of the construction. I would never have booked this hotel had I known that its primary attractions (the pools and restaurants) would be closed.
June 23, 2019
Revdex.com
***, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a hotel change or partial refund.
Our records indicate on April 10, 2019 ***, or a person authorized for the account, booked a package for two travelers that included roundtrip flights with ***, traveling from Oakland, CA to Kahului, HI, departing on June 24, 2019 and returning on June 30, 2019. The package also included six nights with the ***, checking in on June 24, 2019.
At the time of booking, the hotel’s cancellation policy for the reservation selected was provided and accepted. It advised that the reservation was nonrefundable with no changes allowed.
Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The travel supplier provides their own details, as well as the terms and conditions for the items purchased. The content provided on the website from the hotel includes:
Renovations & Closures
The property will be renovating from 01 March 2019 to 15 December 2019 (completion date subject to change). The following areas are affected:
•Exterior
•Lobby
•Swimming pool
•One of the swimming pools
•Select guestrooms
Our customer contacted us after booking requesting to change the hotel reservation to a different property. We contacted the *** to advocate on the customer’s behalf, however a waiver was not available.
Based on our review, we will not be able to change the reservation or provide compensation in this case.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Expedia cancelled my flight booking to Frankfurt Germany without informing me. I found out when trying to check in to my flight yesterday. After five hours on the phone and repeated hangups for which I was blamed, Expedia was unable to give me a reason except that I was responsible because I selected a flight using a budget carrier. I was elevated several times to the "corporate level".
I note the exact flight itinerary using *** and *** was available at the time I was calling, just at 2.5x the cost of my original booking. I suspect I received too good of a deal and my flight was not booked, hence my itinerary cancelled.
June 24, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: -***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint # ***) regarding a refund request for an airline ticket.
On May 4, 2019, Mr. self-booked an airline reservation with via itinerary ***. We understand from the complaint that on May 14, 2019, Mr. found that his reservation was cancelled when attempting to check-in. Mr. is requesting that Expedia refund him the amount he paid for the ticket of $859.98.
Upon receiving the customer’s complaint we reviewed the customer’s session when he completed the reservation online. I have attached screenshots of what Mr. was actually shown regarding the low cost carrier. Since no ticket number was created then the customer’s transaction should have fallen off his account and the funds returned to Mr.. Expedia does not have access to low cost carrier reservations and is unable to change or cancel any reservations from low cost carriers. If the airline has not provided a refund, please contact the airline directly since this is a low cost carrier booking.
I have attached a copy of the Terms of Use which Mr. or an authorized user accepted when the booking was made.
SUPPLIER RULES AND RESTRICTIONS
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.
LIABILITY DISCLAIMER
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 do regret any inconvenience Mr. encountered in resolving this matter. If Mr. has any additional questions they may contact Expedia Customer Support
Sincerely,
Daniel A
Corporate Correspondence Team
1-800-397-3342
July 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***).
We have again reviewed Mr.’s complaint in which he asked for a refund. Mr. wrote “I also wish myself and/or the *** to be reimbursed for the reservation”. As previously mentioned, there will be no refund. If Mr. booked a hotel on a different itinerary he may contact Expedia if he has any questions. Mr. goes on to ask that Expedia change a portion on our site which mentions “Ticketing in progress. No need to call to confirm” after someone books a flight. While we thank the customer for the feedback, Expedia commonly reviews the information and will make changes as it sees necessary. On my last response I attached a screenshot showing what the customer was actually shown. See attachment. I previously provided the liability disclaimer which mentions Expedia’s policy.
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
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because others on the Revdex.com site have also been confused by the "ticketing in progress. No need to call". Unfortunately that only works if Expedia books a ticket that the airline will honor. Please see Revdex.com messages. The message is misleading if the airline refuses to book the travel, or if as others have noted on the website, partially booked the travel. It is easy for Expedia to modify that first sentence and send a follow-up reminder message to have customers verify that they have received booking or include a calendar entry to verify the flight information. Based on my experience and oithers on the Revdex.com site, this is an issue.Also, five hours on the phone with promises to be connected with a specialist is poor phone service. There also appears to be a policy, noted by myself and others, to disconnect customers to make them go away.
Sincerely
We booked a hotel advertised on Expedia. When we arrived the hotel looked nothing like the pictures. The hotel was not clean, had a dank smell and had stains and dings all over the room as well as a hole in the bathroom door. When we told the hotel staff that the room looked nothing like advertised they told us they had select upgraded rooms and they had no more of those available. We told them this was false advertising and requested a refund. They denied the request and told us we had to book a deluxe room for which there was no option. We told them that they falsely advertised and again requested a refund. They denied once again. We left the hotel to drive home for 4 hours, inconvenienced, and called expedia to request a refund. Expedia told us that all they could do was request a refund from the hotel. We told them of the false advertising which they were not at all concerned for. Expedia told us we only had 1 option and that was if the hotel would refund the money due to their cancellation policy. We told them it wasn't concerning cancellation and it was in regards to service failure and an unacceptable room option with false advertising. Expedia contacted the hotel and the hotel denied the return. Expedia then notified us and after multiple calls nothing has been addressed by expedia and nothing has been refunded. On top of all of our inconveniences, expedia has had a terrible customer service experience, they have representatives that are rude and uncooperative. Their representatives have to follow obscure procedures and can't address the actual issues. Expedia has supported this terrible hotel in its false advertising policies. Another complaint is expedia's terrible telephone system. They have a customer callback option that puts you on a second extended delay hold. Why do I want a customer callback to be on another 10+ minute hold when I could have just held for the expected 30 minutes in the first place. What a terrible experience!
June 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is 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 *** regarding a refund for $167.64 and an apology.Our records indicate, on June 14, 2019, Ms. or an authorized user of the Expedia account booked two one night hotel rooms at the *** Cedar City, arriving on June 14, 2019 and checking out on June 15, 2019; via itinerary ***. A confirmation email was emailed on June 14, 2019, it was opened on June 14, 2019 and reviewed seven times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 14, 2019, Ms. called in to cancel the reservation because of the poor quality of the hotel. She advised the room description was not the same as it was on Expedia website. Our representative tried to call the hotel but the front desk was unreachable. Ms. request to speak to a supervisor for further assistance. After serval attempts the hotel was reached and they advised they could not authorize a refund for the reservation due to the reservation being inside of 24 hours. They advised that they advised Ms. of the same when they spoke with her. On June 15, 2019, Ms. called asking for a refund. Our representative reviewed the account and it is noted that the hotel manager previously denied the request. Our representative advised Ms. that Expedia cannot provide any refund without the approval of the hotel and explained the policy and Ms. was not happy.
After further review of the reservation Expedia concludes that itinerary *** was booked as a non-refundable reservation and the *** Cedar City will not authorize a refund for the reservation based on their policy.
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 Ms. 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.Based on the above Expedia is not able to refund Ms. for the reservation. As a gesture of goodwill based on Ms. experience Expedia has applied a $200.00 hotel voucher to her Expedia account. The voucher can be used for a ‘pay now hotel” or a “pay now hotel and flight” booking. The voucher is valid for anyone who books while being logged into Ms. account, the voucher expires on July 31, 2020.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