I book a flight and rental through Expedia. After returning from trip the rental total was $61.21 but I paid Expedia $74.52 for the rental. After the final charge from *** which was $61.21 they charge my credit card $7.21 because they said Expedia only paid them $54.00. I have tried reaching out to Expedia concerning this issue but keep getting the run round about the extra money I paid and my refund from them. in total I have paid $74.52 plus $7.21totaling 81.73 for a rental that only cost 61.21. I have tried to be patience but if you offer a service to a customer they are entitled to better service.
Expedia.com Response
• Jun 21, 2019
June 21, 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 $20.56.Our records indicate, on May 29, 2019, Ms. *** or an authorized user of the Expedia account purchased a round trip fight on *** Airlines, departing on June 7, 2019 from Atlanta, GA to Houston, TX and returning on June 9, 2019, along with a two-day *** rental car via ***. A confirmation email was emailed on May 29, 2019; it was first opened May 29, 2019 and reviewed nine times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 11, 2019, Ms. called stating she was charged $61.67 by *** and she wants to get the refund because she prepaid the booking she asked for supervisor. Our representative called *** and *** advised that they only charged her for fuel, but it was refunded on June 9, 2019 and she should receive a refund within seven to ten business days. On June 15, 2019, Ms. called and wanted to know why she was charged additional $7.21 by ***. Our representative called *** and they were not available. Ms. claims the charge is not for fuel. Our representative offered to assign a case, but she refused and stated she would file a report to Revdex.com.After further review of the reservation Expedia contacted *** on June 21, 2019, *** advised they issued to credits to Ms. account that total $67.71 and advised the amount of $7.21 would have been for toll charges that were billed against her b another company. They advised the $67.71 should show up on her card in up to 10 business days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors. Additionally, 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 honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
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Customer Response
• Jun 21, 2019
Complaint: ***
I am rejecting this response because: The fuel charge was refunded because they were not suppose to charge me for fuel due to the vehicle not having a full tank of gas, that’s what was told to us upon exiting the rental station.The total rental was 61.21 and I paid Expedia 74.52 for the rental so where is the refund from the rental. Also I never refuse a resolution they are not being truthful about this situation and their customer service is terrible. And as far as the toll fee it has nothing to do with the over payment of the rental. This whole experience with Expedia and *** has been a total disaster and I will never use their services again. From this point on I will continue to book my own reservation without the headache of their services. I don’t have a problem with paying what I owe but I do have a problem with companies trying to take advantage of me.
The agent from Expedia was unable to assist us. Very poor customer service. Did not know anything. Also, poor use of the English language making it difficult to understand. Disgraceful service.
Expedia.com Response
• Jun 21, 2019
June 21, 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 terrible customer service with Expedia and the agent knew nothing and was unable to satisfy her request regarding the reserved hotel.Our records indicate, on May 31, 2019, Ms. or an authorized user of the Expedia account booked a seven night hotel reservation at ***, checking in on September 10, 2019 and checking out on September 17, 2019, via ***. A confirmation email was emailed on June 1, 2019; it was first opened June 1, 2019 and has been opened and reviewed 44 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 5, 2019, Ms. called and inquired on breakfast cost at the hotel. Our representative advised that breakfast is optional a buffet breakfast: EUR 17.50 per person. On June 15, 2019, Ms. called in and wanted to use points in the booking. Our representative advised Ms. that there were no points available. Ms. wanted to know other charges that the hotel may charge like breakfast and if they can have a discount. Our representative called the hotel and was advised breakfast for two adults was 210EURO for seven days and for a discount Ms. would need to contact their reservation department Monday through Friday from 9 am - 6pm.
After further review of the reservation there are no other notes or documentation about any calls or inquiries. Ms. can contact our Customer Service Department at 877-227-7481 or *** Hotel directly ***.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. We hope you understand we must adhere to the policies dictated by the vendors.
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.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
We have offered in numerous occasions, while on the telephone with Expedia, to email the pictures showing the disgusting, unsanitary and even health-risk conditions of the room given to us. Expedia’s respond to that request was that if needed, the customer service team would ask. After numerous calls and 50 minutes-plus waiting periods, hang-ups/disconnection with Expedia and the *** in ***, NJ, the only answer we got back was the email we received today, which we are responding to at this time. (See attached email from Expedia). It is a shame that having pictures as proof showing unhealthy conditions, the situation has caused unnecessary stress to a -year-old *** on route from Florida to a family member’s funeral. The sad part was that they never gave us a clean room, or a refund, forcing us to spend unnecessary monies for another *** on a disable veteran’s budget.
Expedia.com Response
• Jun 21, 2019
June 21, 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 $170.223.Our records indicate, on June 5, 2019, Mr. or an authorized user of the Expedia account booked a two-night *** reservation at the *** by ***, arriving on June 6, 2019 and checking out on June 8, 2019 via ***. A Confirmation email was emailed on June 5, 2019; it was first opened June 5, 2019 and reviewed 10 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 5, 2019, Mr. called to change the dates of the reservation to June 8-10, 2019 due to an extenuating circumstance. Our representative verified we did not have availability on our end, but the *** did it on their end. *** changed the reservation without a penalty. On June 12, 2019, Mr. called because he did try to check in at the *** but complained that he felt unsafe. Our representative contacted *** and was advised to call back. A second call was made to the *** and they denied the refund. An email was received from Mr. regarding his request for a refund for the *** reservation. Expedia responded back advising the *** denied the refund request. On June 15,2019, Expedia emailed Mr. advising “***@yahoo.com from which your message was sent is different from the address in your account. To ensure the security of your account, our policy is to not to disclose any information regarding your itinerary unless this information matches.” On June 16, 2019,Mr. responded, asking Expedia to use ***@hotmail.com and ***@yahoo.com.
After further review of the reservation Expedia contacted the *** and spoke with the owner, he stated Mr. stayed one night (June 8, 2019) and advised he would issue a refund for the second night. Advised the refund would be around $88.00 and should appear on Mr. card in three to five business days.
Please note that Expedia serves as a third-party intermediary with travel providers such as ***s, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any ***s. We hope you understand we must adhere to the policies dictated by the vendors.
Additionally, Expedia’s Terms of Use, which Mr. agreed to at the time of booking, expressly state:The carriers, ***s 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 honor Mr. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
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Customer Response
• Jul 09, 2019
To whom it may concern,This is in response to your letter on 6/21/2019 relating to case ID. We did not respond to your letter as matter resolved because as per Expedia’s response, we were directed to also wait for 3 to 5 business days to receive from the *** a partial refund back into my account. As of today, (which we are responding to your 7 business days before the closure of case) we have yet to receive the $88.00 promised by the ***. This continues to show how irresponsible are Expedia and The ***, ***., NJ. The *** has lied stating that I stayed in the *** at least one night. I ask that they get their securities cameras showing that I did in fact stayed. I can be more than sure that they do not have that proof. Meanwhile, I can submit at any time, a copy of a second *** receipt, where I did stay on June 8-10th. I did NOT stay at the *** as they have indicated withOUT proof. Meanwhile, I DO have proof to show that I did not. I am entitled to my full refund of $170.23. Understand that we are more than ready to show the many pictures we do have as proof of the unsanitary and dirty conditions that the rooms were in which contradicts completely to the rooms that they display in their website. We are sending a copy of this letter and copies of pictures to validate our complaint to • *** Consumer Affairs• ***, NJ Health Department.• Today Show• ABC News• NBC News• All media/social media outlets available, including FacebookAnd pictures will show mold and dirt on the ceiling, bathroom, and bathtub. Lampshade and walls have water stains, dust on furniture. We have these and more pictures to submit with all reports. Room was not cleaned at all. A copy of this email was sent to:• ***@theRevdex.com.org Attn: Dusty ***, Engagement Consultant• [email protected]• [email protected] will go ahead and reach out to the *** as we have numerous times, requested an email and we have yet to receive it. And just like Expedia has tried calling the *** many times with no response, we have also not been able to reach out to them directly.Thank you for your attention to this matter. ***Medically retired Sgt. U.S. ArmyCc***@hotmail.com ***@yahoo.com
Expedia.com Response
• Jul 11, 2019
July 11, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *-***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding refund for $170.23Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. On July 11, 2019, we contacted the *** By Magnuson Worldwide again and they confirmed they processed a refund of $88.00 as of July 11, 2019 for one night to card ending 5071. They advised the refund should appear back on the card within seven business days.
Based on the above and Mr.’s experience, as a one-time courtesy Expedia issued a refund for the remaining amount of $82.23. The refund will appear on the card ending 5071 in three to seven business days. Expedia has emailed a refund receipt to Mr. for his records for the refund that we issued.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
I reserved a prepaid rental vehicle through Expedia on 06/13/2019, the vendor had called and said since my card was a debit and not a credit I would have to have a 750 dollar authorization which I didn’t have. So I called the customer support line & they kept putting me on hold and connecting to the vendor, every time my call would be “dropped.” They attempted to call back but every time it would ring once and stop ringing. I just want my 137 dollars back plus the 40 for insurance. I never picked up the vehicle due to the authorization
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 a car reservation. We understand Ms. is requesting a
refund in the amount of $177.81
Our records indicate that on June 13, 2019, Ms. or
an authorized user of her Expedia account, self-booked a Pay Now,
non-refundable car reservation using Expedia’s website under itinerary ***. The reservation was with the ***, Watertown, NY for a pick up on June 13, 2019 and a drop off on June 16,
2019. The Collision Damage Protection
Plan was self-booked separately under itinerary *** for the same
dates. The total cost is $177.81
($137.81 for the car and $40.00 for the protection plan).
Upon review of the customer’s itinerary and using a tool
which shows us what the customer was seeing during their booking process, we
can confirm Ms. was advised and acknowledged the terms and condition of
the car reservation before completing the booking. It clearly stated that:
“The
driver must present a valid driver’s license and credit card in their name upon
pick-up. The credit card is required as
a deposit when renting any vehicle. The
deposit amount is held by the car rental company. Please ensure sufficient funds are available
on the card.”
“No
changes, cancellations or refunds are allowed for this rental.”
Furthermore, an email confirmation was sent to the customer
advising the policies and restriction of the car rental company.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers.
We hope you understand we must adhere to the policies dictated by our
vendor.
Nonetheless, Expedia reached out to the vendor to request a
refund on the customer’s behalf, but unfortunately, the refund was declined.
While we regret Ms. experience was not as we
would have hoped, based on the information provided above, Expedia is not able
to fulfill her refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
On April 11, 2019 I book a round trip to Santiago Chile (May 12, 2019 - May 31, 2019) with Expedia itinerary #***. At the time of the reservation the Expedia page said the cost for the round trip plus the insurance I bought in case I wanted to change or cancel the flight will be $1,817.35 after reviewing the information and click submit the page said that the cost at the moment will be $918.70 for the trip from JFK to SCL plus $59.00 for the insurance. Since I do not fly and this is the first time I used Expedia I thought I will be charged the remaining balance upon the returning flight. Since the Expedia page I printed out said there was not need to call for further action I move on and plan my trip. While in Chile a personal matter came up and I needed to use the insurance I bought a month before and change the flight for May 30,2019. After a call I learned that there was no return flight booked for me. My wife was in the US and started calling to see what happened. She was informed they could not locate the return flight and currently could only offer a return flight for May 30, 2019 with a cost of $2,717.00. As she indicated this was not acceptable Expedia advised the only way they could honor the initial round trip price was if we give them access to our personal computer so they could see what went wrong. This was not acceptable as it is our private computer and therefore she was told a supervisor would contact her. No one called. On May 30, 2019 she called to see the status as I needed to leave and this time she was told the flight for May 30th was over $6,000.00. She wanted to know if Expedia could at least honor the price for $2,717.00 she was given the day before and they said there was nothing they could do at the time. Unfortunately I could not be present for my personal emergency on May 31 and also had to incur in an extra expense to book another flight arriving Saturday June,1 2019 with a cost of $1,735.03 IT. #***.
Expedia.com Response
• Jun 20, 2019
June 20, 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. A ***s, Revdex.com case number *** regarding a refund for $977.70.Our records indicate, on April 11, 2019, Mr. *** or an authorized user of the Expedia account purchased a one-way flight on *** Airlines Group, departing on May 12, 2019 from New York, NY, USA to Santiago, Chile, along with the Flight Protection Plan: via ***. A confirmation email was emailed to the email address on the Expedia account, it was first opened on April 11, 2019 and reviewed once.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 29, 2019, Mrs. called in stating her husband booked a roundtrip ticket but on the itinerary is showing a one way and the return flight is tomorrow. The call was escalated, and Mrs. advised they booked a round trip. Our representative reviewed the reservation and the reservation was created for a one-way flight. The charge reflects the one-way cost of the one-way flight. Our representative offered to assist with the purchase of a new one-way ticket for the return. The call was disconnected the representative called Mrs. back and she declined because of the price of a new flight. Mrs. advised she will call back once she confirms with her husband that he booked roundtrip. Mr. called back and claims a site error, stating they booked a round trip ticket but got a one way. Mr. is wanting to return on May 30 flight #*** at 10:55pm - 9:30am +1. Mr. advised he only received an email for the departure flight and thought they would get an email later for the return flight. On May 30, 2019, Mrs. called and is claiming that there was a site error, she already spoke to the supervisor, she is asking for the supervisor. The representative copied the identical notes from the call on May 29, 2019 and stated the call dropped.After further review of the reservation Expedia concludes that the reservation was booked for a one-way flight, not a round trip. Expedia emailed a confirmation email on April 11, 2019, which was opened and reviewed on April 11, 2019. The confirmation email confirms a one-way flight was booked and paid for. The flight can be exchanged with a $200 change fee and any fare difference based on the new pricing but cannot be refunded. The ticket that was purchased was non-refundable per the airline policy of *** Airlines Group.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines Group was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
Additionally, Expedia’s Terms of Use, which Mr. agreed to at the time of booking, expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above Expedia is not able to refund Mr. for one-way flight reservation. Mr. may contact our Customer Service Department at 877-227-7481 for assistance with exchanging the ticket.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
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Customer Response
• Jun 23, 2019
Complaint: ***
I am rejecting this response because:There was a site error and Expedia only booked a one way trip after I booked a round trip. It's clear to me that Expedia does not want to acknowledge there was a glitch on their site on April 11, 2019 and keeps repeating that nothing was found on their end. I am not sure if Expedia wanted to sell extra tickets but they clearly are not keeping their site up to date. I've been trying to resolve this matter but Expedia was extremely uncooperative and unprofessional since the first day I called. They also went ahead and had one of their representatives insult me on a previous complaint insinuating in plain words that "I should learn how to read" before I book next time. I do understand that Expedia is a "third party" vendor but unfortunately I booked the flight with Expedia not the airline and it is really unprofessional that now Expedia wants to delegate it's responsibilities to the airline when this was their mistake. Therefore Expedia should be held accountable not the airline. I used all the proper channels to explain Expedia that what they offered me was not delivered, calling to their customer service, waiting extended period of time on hold for a supervisor that never called and even using a respectable site as a mediator. However, since they are being unresponsive and they only rendered half of the services promised in both occasions I will dispute the charges with the bank. I will submit to the bank screen shots and records that clearly showed that I booked a round trip that Expedia did not honor it. Further when confronted they delegate responsibilities to the airline claiming they are a "third party" vendor and their agreements differ from their vendors. I find extremely unfair paying for something that I did not need in the first place due to Expedia's error.
Sincerely
Expedia.com Response
• Jun 26, 2019
June 26, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding the one-way flight booked on Expedia.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. When creating a flight reservation on Expedia.com our site advises, the details of the flights that are reserved and once your credit/debit card is entered, our system again advises of the details of the trip prior to completing the booking reservation. We have reviewed the confirmation itinerary that was emailed on April 11, 2019 and reviewed on April 11, 2019. The confirmation itinerary appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
The confirmation email is sent to our customer to confirm the reservation. If the itinerary was incorrect Expedia needed to be notified immediately. Expedia could have voided the ticket within a 24-hour period of it being booked, had we been notified. Expedia can verify the confirmation email was reviewed on April 11, 2019 and we presume the confirmation was correct.
Based on the above Expedia is not able to honor Mr. request for refund. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
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Customer Response
• Jun 27, 2019
Complaint: ***
I am rejecting this response because: That is not the same screen shoot that I have from April 11, 2019. EXPEDIA DOES NOT HAVE MY AUTHORIZATION TO REALIZE PERSONAL AND SENSITIVE INFORMATION ON A PUBLIC SITE. I would appreciated if you take down the attached screen shots with my personal information on it since you have no authorization. As I previously stated Expedia does not want to acknowledge the glitch on their site and I as clearly said I will work directly with the bank since they rendered half of the services offered.
I booked a flight for the 6/26/201626 and when I looked at my ticket it said 6/16/2016it’s exactly the same date same time same everything and they would not exchange my ticket or it let me pay the difference or anything and I lost $300 because of them and had to re-bought another ticket they are terrible I hope *** Airlines knows that they are blasting bad things on their name because I bought it through them and now they won’t let me use it..
Expedia.com Response
• Jun 20, 2019
June 20, 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 exchanging her ticket.Our records indicate, June 5, 2019, Ms. *** or an authorized user of the Expedia account purchased a round trip fight on *** Airlines, departing on June 12, 2019 from Omaha, NE to Dallas, TX and returning on June 16, 2019, via ***. A confirmation email was emailed on June 5, 2019; it was first opened and reviewed nine times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 12, 2019, Ms. called stating she selected June 26, 2019 as the return date when she booked her reservation, but the site booked June 16, 2019. Our representative checked the system for a departure on June 26, 2019 and found out the same flight number and time was there. On June 13, 2019, Ms. case was escalated, and our representative reviewed the details of the reservation. Ms. claims that when she booked the flight, she chose to have a return on June 26, 2019. However, during her travel her husband found out that her return was on June 16, 2019. She claims a site error. Our representative advised her to book a flight directly on *** Airlines since there is no availability of the flight she wants in our inventory. Our back-office system was able to verify the days booked and the days were booked as requested, there is no site error, no payout. The representative called Ms. and sent email with denial.
After further review of the reservation Expedia concludes that the reservation was booked for a round trip flight departing on June 12, 2019 and returning on June 16, 2019. Expedia emailed a confirmation email on June 5, 2019. The confirmation email was first opened and reviewed on June 5, 2019 and reviewed nine times. The confirmation email confirms the dates of the round-trip flight as they were booked. The flight was nonrefundable and non-changeable. Expedia suggest that the confirmation emails be reviewed for correctness and if it is incorrect to contact us immediately. The ticket could have been voided within 24 hours, but since it was non-refundable and non-changeable Expedia was not able to offer Ms. any option to change her ticket.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
Additionally, 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.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
On 2/19/19 I received an email (see attached document) stating that my upcoming flight to Brazil with *** Airlines was discontinued and that I could request a full refund or wait for alternative options. I immediately called and was told by a Rep they had no such information. I called back and spoke to another Rep and their supervisor who both stated they had no notification on their end of such information and thus could not refund my flights. They said to call back the next day.
2/20/19 I called and spoke to someone and I was literally on the phone call for over 3hrs. My flights were cancelled to Sao Paulo and refund issued AND they cancelled my in between flights from Sao Paulo to Rio and issued me a credit in the full amount of the price I paid (see documents attached). The manager whom I spoke to at this point called the Hotel he said he could not get in touch with them so he would document in their system for the afterhours team to reach out and get the money refunded.
2/21/19 I received an email stating they cannot refund my hotel even though I booked it through them, I used their website to purchase and my flights were cancelled due to no fault of my own. I explained that I would be willing to go on the trip if they would get me on a direct flight to Sao Paulo for the same amount of money I spent on my original flights. I was told by corporate they could not do so and that to rebook flights would cost me an upwards of $1k when I originally spent $560. I then told them I would be disputing with my credit card company at which point they said ok (see documents attached).
Thereafter disputing, Expedia emailed 2xs stating they heard I disputed the charge and to contact them. I responded no! Between all the calls I made to resolve the situation I spent over 6 hours on the phone and spoke to over 4 different reps-that doesn’t include the amount of emails I sent as well.
Expedia unilaterally cancelled the booking of the hotel. (SEE ATTACHED DOCUMENT)
Expedia.com Response
• Jun 21, 2019
June 21, 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 January 26, 2019, Ms.
***, or an authorized user of her Expedia account, self-booked a non-refundable
hotel reservation using Expedia’s Mobile app, under itinerary ***.
The hotel accommodations were with *** Rio de Janeiro, Brazil for a check
in on June 5, 2019 and a check out on June 10, 2019. The total cost collected for the booking was
$627.60. We understand Ms. is
requesting a full refund of her booking as she was not able to utilize it.
On February 20, 2019, Ms. called Expedia
requesting to cancel the hotel reservation due to flight cancellation on her
outbound flight by the airline. Expedia contacted
the vendor on the customer’s behalf and requested a refund. Regrettably, the refund request was denied.
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. We hope you
understand we must adhere to the policies dictated by the vendors. Additionally,
at the time of booking Ms. accepted Expedia’s Terms of Use, which
expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Nonetheless, in respect and consideration to Ms.’s
claim that she did not utilize the hotel reservation due to the airline
cancellation on her outbound flight, on June 21, 2019, Expedia processed a
refund of $627.60, 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
• Jun 21, 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.
“Confirmed” car rentals cancelled even after numerous oral and written confirmations.
Expedia.com Response
• Jun 21, 2019
June 21, 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 car reservation.
Our records indicate that on June 4, 2019, Mrs., or an authorized user of the Expedia account, self-booked a “Pay Later” (payment collected directly by the vendor) car rental reservation using Expedia’s Mobile Site, under itinerary ***. The booking was for traveler ***, with *** in San Luis Obispo, Berkeley, CA, for pick up on June 12, 2019, and drop off on June 13, 2019.
On June 12, 2019, Mrs. contacted Expedia stating that upon arrival at *** location, they were advised the reservation did not exist. Expedia’s representative contacted *** corporate office, who advised they see the reservation, although the specific location advised otherwise. Expedia added a $25.00 Expedia Travel Coupon to the customer’s Expedia account, for the inconvenience with the vendor, and assisted Mrs. by booking a new reservation. The new booking was for the same traveler, dates and location, but with ***. Regrettably, after communicating with Enterprise we found out that due to the booking being made at 12:41pm PST, with a pick-up time of 2:30pm PST, they did not have the opportunity to locate a car for the customer.
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 vendors. 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.
We regret Ms.’s experience was not as we would have hoped, and any subsequent inconvenience caused.
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 21, 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 DIDNT ASK FOR EXPEDIA TO CANCEL MY RESERVATION. I ONLY ASKED TO HAVE MY BED TYPE CHANGED. YOUR AGENT DID THE CANCELLING ALL ON HER OWN. I BOOKED 06/06/19-06/07/19 ATHE THE *** IN KNOXVILLE(BECAUSE I FLEW IN TO KNOXVILLE) AND I BOOKED 06/07/19-06/09/19 AT THE *** IN ATHENS (BECAUSE THATS WHERE MY TOURNAMENT WAS) I THEN BOOKED 06/09/19-06/10/19 BACK AT THE SAME HOTEL IN KNOXVILLE (***) WHEN I BOOKED ALL OF THESE THEY ALL HAD KING SIZE BEDS. I CALLED AND HAD ALL OF THEM CHANGED TO 2 QUEEN SIZE BEDS. SHE CALLED THE HOTELS AND I STAYED ON HOLD AND WAITED. WHEN SHE RETURNED SHE TOLD ME EVERYTHING WAS CHANGED AND NEVER ONCE DID SHE TELL ME I WAS GOING TO LOSE ANY $$$ BECAUSE SHE HAD TO CANCEL A ROOM.IF THAT WAS THE CASE I NEVER WOULD HAVE CHANGED MY BED TYPE. ARE YOU SAYING THAT I TOLD YOUR AGENT THAT IT WAS OK FOR ME TO FORFIT MY $250.00 AND CANCEL THE ROOM? BECAUSE IF YOU ARE I WOULD LIKE TO HEAR THAT ON YOUR RECORDED MESSAGE. IM GOING TO CONTACT THE Revdex.com AND LET THEM KNOW ALL ABOUT THIS BECAUSE EXPEDIA AND THE *** ARE AFRAID TO ADMITT THAT THIS WAS YOUR FAULT.
Expedia.com Response
• Jun 19, 2019
June 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***. *** (Revdex.com case number ***) regarding a hotel. We understand ***. *** is requesting a refund.
Our records indicate ***, or a person authorized for the account, booked a reservation with the *** Athens for check in on June 7, 2019, for two nights, for $250.00.
The reservation is now refunded in full, in the amount of $250.00. We apologize for any inconvenience.
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
• Jun 20, 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 did say that I would not ever do business with Expedia again but I am willing to take back that comment after this and will use Expedia again in the near future. thank you Expedia for being thoughtful of the little people.
I have been on the phone with Expedia support for an excess of 4 hours...I am an at home travel agent who booked clients to Dominican Republic and they needed to cancel. Expedia has made it near impossible to do business...They outsource their customer service so first I was talking to people in India, now the Phillipines. No one speaks good English and no one knows what to do. I must always ask to speak to a supervisor. This is terrible and no one has time to deal with a company for over 4 hours! I will Never use them again and make aure my company also knows how poorly they practice business.
Expedia.com Response
• Jun 14, 2019
June 14, 2019
Revdex.com
Alaska, Oregon & Western Wington
Complaint Department
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 ***).
Upon further research, we are unable to locate an Expedia account related to Ms.’ complaint. We respectfully request that she provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address her concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N
Corporate Correspondence Team
Customer Response
• Jun 14, 2019
Complaint: ***
I am rejecting this response because: my email is ***@gmail.com
Sincerely
Expedia.com Response
• Jun 19, 2019
June 19, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a customer service issue.
Our records indicate that on June 12, 2019, Ms., booked a flight reservation through an Expedia agent, under itinerary ***. Travel is with ***, departing on November 8, 2019, returning on November 11, 2019, from New York, NY, USA to Oranjestad. We understand Ms. is requesting to be contacted by Expedia regarding a customer service issue.
Upon receipt of the complaint, we contacted Ms. by phone today, June 19, 2019, to acknowledge receipt of their Revdex.com complaint and resolved the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I reserved 6 rooms through Expedia on May 29th for ***. I cancelled and received an email from Expedia confirming my cancellation. When I was not refunded the total amount, Expedia claims that just one room was cancelled, not all 6. Yet in looking at my refunds, I received one room refund of $253.90 and resort fees for all rooms of $27.13 per room, thus why would resort fees for all rooms be refunded for a cancellation of one room? When cancelling, my confirmation email states that the itinerary was cancelled and provided the itinerary #***. It did not state that just one room was cancelled, it stated the entire intinerary was cancelled. When contacting Expedia they stated just one room was cancelled, yet this was not the case the confirmation received was for the full itinerary. Expedia has stated they will not refund unless the hotel refunds, which is very concerning as this is an Expedia system error and improper notification of cancellation - thus resulting in $1133.85 in charges for rooms never used and cancelled prior to their cancellation date and policy. In total, I booked rooms at *** Hotel in Lake Geneva, IL for June 6th for one night. I booked 6 total rooms. On May 29th, I cancelled the rooms online and prior to the June 3rd cancellation date for a full refund. To date, I was charged $253.90 per room for 6 rooms, $1523.40 total when booked. Upon cancellation, I have received $253.90 refund plus $27.13 for an additional 5 rooms, not the $253.90. Thus the difference is $1133.85 not refunded and Expedia will not assist in handing the refund, yet I have full documentation of the cancellation of the itinerary.
Expedia.com Response
• Jun 20, 2019
June 20, 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 ***. *** (Revdex.com complaint #***) regarding a hotel reservation refund request.
Our records show on May 22, 2019, Mr. booked a Pay Later hotel reservation on our website for six rooms. A Pay Later reservation is a reservation the customer agrees to pay at the hotel. The hotel will typically hold a full or partial deposit before the customer arrives depending on their terms. Expedia does not keep any amount and any refund would be from the hotel directly to the customer. We understand from Mr. complaint he contacted Expedia and an agent reached out to the hotel. Mr. mentioned he received a refund for one room in the amount of $253.90. Mr. is requesting a refund of $1133.85.
Upon researching the customer’s complaint we can confirm that Expedia reached out to the hotel on June 12, 2019, and they approved a refund for the remaining rooms. The hotel would then process a refund directly to the customer. The refund from the hotel should appear on Mr. account typically within 3-7 business days. Since the funds are received by the hotel there is no amount Expedia would refund. I have attached the Terms of Use regarding a Pay Later hotel reservation.
TERMS AND CONDITIONS
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.
If you select “Pay Later at the Hotel”, the hotel will charge your credit card in the local currency at the time of your stay. Please note that taxes and fees vary between the two payment options. Tax rates and foreign exchange rates could change in the time between booking and stay.
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.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving 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.
On Sept 16th 2018 I had completed a reservation on Expedia US site and made complete payment for hotel reservations in Mumbai, India (Dec 10 - Dec 14 2018) at *** ( a *** groups hotel) - Itinerary # ***
Cost = $1523.46
On Dec 9th 2018, one day before the trip, without any advanced notice - *** group of hotels switched my reservation to a different hotel in the area which was of lower standard and price. In the process they had to refund me the difference amounting to around $900 (INR 60000). When I contacted *** group of hotels for the refund, they said and I quote "the booking and payment was done via Expedia USA website, so we will refund them the money and they will refund you the amount"
Once I got back to USA after the trip , I initiated contact with Expedia and now it has been more than 5 months I have not received any money nor any confirmation. I have contacted them multiple times via phone/email/***/***. They keep making me repeat the problem without any solution. Here is the latest case number : ***
I really am frustrated at this time and do not have the patience or energy to call them again and find out what happened. I really need a resolution.
Expedia.com Response
• Jun 19, 2019
June 18, 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 hotel reservation. We understand *** is requesting a partial refund.
***, or a person authorized for the account, booked three rooms with the *** for four nights with check in on December 10, 2018.
Our customer contacted us after completing the stay, stated that on arrival he accepted accommodation at a different hotel and was requesting a refund of 60,000 INR based on the accommodation accepted.
We contacted the *** multiple times and advocated on behalf of our customer, but the refund requested wasn’t authorized by the hotel.
Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The terms and conditions for the items, including refund policies, come from the travel supplier. Expedia is unable to supersede the refund policy.
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
• Jun 20, 2019
Complaint: ***
I am rejecting this response because:
Expedia is supposed to (and has been advised constantly) to take action A as follows:
Action A : contact *** group of hotels in India and not ***. I am displeased to see that Expedia has no understanding of their business tie up with *** group. Expedia has been advised by me constantly to contact *** group and that is what *** group has also advocated. I was contacted by *** Online Guest Relation Manager regarding the same.
The route Expedia takes is trying to contact the hotel directly. Just because they have taken an action does not mean they have put in effort in the right direction. If the problem is with ***, they are trying to contact *** and saying *** is not resolving the issue. That is the best analogy I could come up for this issue
What I would like Expedia to explain is the money trail of the transaction. According to what I am aware, I paid Expedia the entire amount. Now I did not receive the service which I was supposed to have gotten based on the amount paid. Expedia paid some other agency money to provide me that service and that service states that they refunded Expedia the money. In this case looks like Expedia is swindling/stealing money from an innocent customer.
If this is not resolved, I have lined up a legal firm and will be forced to take legal action for the same.
My name is *** and I have been experiencing a lot of troubles rectifying an issue I have with an Expedia trip purchase. I booked a trip scheduled from April 7th- April 14th to South Africa for myself and my partner to enjoy a much needed vacation. The reservation for this trip via Expedia is #***. On the day my flight was expected to depart on April 7th though ***, I was denied access on my flight and to this day, I have not received any resolution to this matter. I arrived at the airport on April 7th at 4:00 pm which is 2.5 hours ahead of his scheduled flight time of 6:50 pm but was told I was late. After going back and forth with the airport personnel about why I was being denied access, I was told to call Expedia. As I sat on very long wait time calls in the airport waiting to rectify this absurd issue, I was informed the status of flight changed to departed and that my trip was automatically marked as cancelled/ No Show and no refund would be given, even though I was at the airport in time. I verified all the communications sent to me from Expedia and there were no communications sent to me about being at the airport at a certain time outside of 2.5 hours ahead of time. We did not receive an email or call or any sort of notice of this matter. I also called *** and was told to refer back to Expedia. As a consumer, I should not be the one to take the fall financially for a trip I did not attend but was prepared for. I paid a total of $2,310.03 for this trip and did not take it and have not been refunded even though I was on time and ready to go. I understand if I did not show up or was late but I was there, ahead of time and was denied access to my flight for whatever reason. For whatever reason if I needed to be there 5 hours in advance, we should have been notified. I have provided statement letters from witnesses and other applicable proof that reflects that I am being truthful about this matter.
Expedia.com Response
• Jun 21, 2019
June 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a package reservation.
Our records indicate that on February 26, 2019, Mr., or an
authorized user of the Expedia account,
self-booked a package reservation for two passengers using Expedia’s website,
under itinerary ***. The
package included flights and hotel accommodations. Travel was with ***
Airways from Chicago, IL, USA to Cape Town, South Africa departing on April 7,
2019 at 6:50 pm, and returning on April 14, 2019. We understand Mr. is requesting a full
refund of his package in the amount of $2,310.03.
Upon review of the customer’s complaint, we can confirm that on
April 7, 2019, Mr. called Expedia, requesting to make a change on the
flight reservation. Per our agents’ notes, the customer stated times of arrival
were one hour, one hour and 45 minutes, 2-3 hours before scheduled departure. The
customer stated that the airline counter was already closed upon his arrival. Our agents advised Mr. that the airline
requires international travelers to be at the airport at least two to three
hours before the scheduled flight. Expedia offered to exchange the customers’
tickets per the airline’s fare rules of a no-show change fee of $455.00 per
person, plus any difference in fare, but the customer declined. Our agents also reached out to the hotel
vendor to request a refund on the customer’s behalf, however, the refund request
was declined.
Furthermore, we can confirm the following information related to
airport arrival and Check-In times is available for consumers on Expedia’s
website:
Online
flight check-in opens 24-48 hours before your flight departure. You'll need
your airline confirmation code (example: ***) from your itinerary to check
in.
Airport
check-in usually opens 2-3 hours before flight departure.
You will
need your boarding pass to go through airport security. Check with your airline
for any other required documents.
Plan to
arrive at least 1-2 hours before your domestic flight, and at least 2-3 hours
before your international flight.
Additionally, the airline liability limitations, provided during
the customer’s booking process, and within his confirmation email, specify:
CHECK-IN
TIMES. The time shown on the itinerary/receipt is the departure time of the
aircraft. Flight departure time is not the same as the time you must check-in
or the time you must be available for boarding. Your carrier may refuse you
carriage if you are late. Check-in times, as advised by your carrier, are the
latest times at which passenger can be accepted for travel; boarding times, as
advised by your carrier, are the latest times at which passengers must present
themselves for boarding.
Expedia serves as
third-party intermediary with travel providers such as 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 vendors. Additionally, at the time of booking the customer accepted
Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have
hoped, based on the information provided above, 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.
I purchased a 3 day *** park hopper pass for myself and my 2 children in April of 2019. Expedia.com website said I just needed to take a government issued ID along with a printed voucher to the ticket kiosk window at any *** park location to have my passes issued. When I tried to print the voucher at the hotel in Orlando the morning of our first visit, June 2, 2019 by clicking on the redeem button on my Expedia.com account, I received an error msg that stated the tickets were still in process and have not been issued. I printed my itinerary confirmation number and took this to *** Hollywood Studios as this was our first place we chose to visit. I was informed by a ticketing manager that I must have a printed voucher to get my tickets. I showed the manger, ***, my cell phone with the error msg and the receipt I paid Expedia.com $1,570.56 for the 3 day passes for myself and my 2 kids. *** informed me that Expedia is doing this a lot to travelers and I would have to buy tickets from them to be able to enter. I called Expedia and they sent me 3 ticket numbers. I was told they were not valid and would not work. Over the next 3 days, I spent an additional $1,582 on tickets at *** as a result. In speaking further with Expedia, they stated they would not refund what I paid at Expedia.com as *** tickets are non-refundable. What I found out is that Expedia buys tickets from *** and then sells them to consumers. So, the refund would have to come from Expedia as they owned the tickets I purchased from them. I have been calling Expedia since the trip and for over 4 days now, they tell me their system is down and cannot access case information or ID numbers to help me. I am a gold member with Expedia and they have dropped the ball on this issue. Also, I could not use the fast passes due to this issue so I was forced to wait in line to ride rides for hours. Expedia has lied to me, and has used false advertising to their benefit.
Expedia.com Response
• Jun 18, 2019
June 18, 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 park tickets. We understand *** is requesting a refund.
***, or a person authorized for the account, booked park tickets for three people via itinerary ***.
We understand that the customer contacted Expedia for assistance with the park tickets and was not able to use them. We apologize for any inconvenience. The tickets have been refunded in full to the original form of payment.
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
• Jun 18, 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.
We purchased a third party event from Expedia.com that was scheduled for Saturday, June 8th at 1 pm down in Philadelphia, PA. It was $70. When we finally got a hold of the vendor for the event, they stated there was no event scheduled for that time at all. This is false advertisement and the location that was hosting these tours, said we needed to get our refund from Expedia.com..Expedia stated to give them 72 hours to resolve. It has been past 72 hours with no word back. We would like our refund back for $70 please.
Expedia.com Response
• Jun 18, 2019
June 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a tour. We understand *** is requesting a refund.
Our records indicate ***, or a person authorized for the account, booked two tickets for a sightseeing tour with ***.
The customer contacted Expedia and advised that the tour was not provided on the night reserved. We contacted the vendor and received authorization for the refund, which was 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
Customer Response
• Jun 18, 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 saw a link for Expedia.com when I searched tickets from LAX to Yerevan, Armenia. One of the links was to Expedia.com, which adverted prices “starting from $206.” My dates are flexible so I must’ve tried. 100+ different date combinations and nothing came up even close to that price. When I called customer support they said that without a specific date range they are unable to look up flight prices.
As a customer, how can I go about having them honor a price, or even come close to what they are advertising when the customer service rep, and her supervisor were unable to tell me any given date when that price of the ticket would even come close to the advertised price.
I have a screen shot of what I am describing above. Please help.
Expedia.com Response
• Jun 19, 2019
June 19, 2019
Revdex.com
Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding a
flight booking.
Our records
indicate that Ms. email address and phone number are not associated
with an account with Expedia. On June 18, 2019, we reached out to Ms.
via phone to inquire of additional information, but were unable to reach her.
We
regret Ms. experience was not as we would have hoped and would like
to assist her further by reviewing flight availability on Expedia’s website
with her. Regrettably, as Expedia is a third-party intermediary and does not
own or operate any airlines, we are unable to guarantee ticket prices until a
reservation is confirmed. The prices listed on our website at the time of
booking are the lowest available for the selected route and dates.
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
Customer Response
• Jun 19, 2019
I was at work when they called and the voice mail said that they will reach out to me again.
I understand that the prices change but the price that was being advertised is so off from what their website is offering. I asked them to show me ANY route any airline on any given day when the price is even closed to what it is being advertised.
I am just curious as to what explanation they have as far as offering such a low price that's not at all close to what they actually offer.
I purchased a surprised airline ticket for wife to visit her mother in Wichita Falls, TX after a successful year in school. Knowing that issues will arise I purchased the cancellation insurance for $28. My wife is also retired army and has worked hard in college so I really wanted to make her wish come true. I found out that her college courses did not end until after the 6th of June 2019 so I cancelled the flight with Expedia the next day after booking expecting to be fully refunded by Expedia and not by a second or third party company with intent of stealing consumers hard earned money. I submitted my request for refund to travel guard but was denied. In America there was a time when consumers could return goods and services and receive a fully refund, but now companies just take from consumer.by
Expedia.com Response
• Jun 18, 2019
June 18, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 full refund.
Our records indicate that on May 15, 2019, Ms., or an authorized user of the Expedia account, booked a round trip flight departing June6, 2019 from Greenville, SC to Wichita Falls, TX and returning on June 16, 2019 from Wichita Falls, TX to Greenville, SC; via ***. A confirmation email was sent to the email address on the Expedia account on was opened on May 16, 2019 and reviewed once.
Upon receipt of Ms.’s complaint, we researched the issues brought to our attention. On May 16, 2019, Ms. called to cancel the reservation. Our representative advised the fare was a basic economy fare and was not refundable. Ms. was given the insurance details and Ms. asked for a supervisor. The call was taken over by a supervisor. Our supervisor explained the policies and the insurance process. Ms. was not ok with submitting the claim with ***. Our representative advised Ms. of the terms and conditions of the insurance and advised she would need to file a claim with ***.
After further review on June 18, 2019, Expedia has been able to verify *** Airlines fare rules for the ticket that was purchased. The *** Airlines rules state the ticket is non-refundable and cannot be changed. Since the Cancellation Plan was purchased with the airline ticket a claim would need to be filed with ***.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 honor the request for a refund. If we may suggest a claim should be filed with *** and they will determine the validity of the claim and advise. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I booked a flight for two people(me and my brother)round trip from Knoxville Tenn. to Fresno California. I think it was @ Feb 6, after learning about the weather conditions, I canceled the flights and car rental at the same time, Feb. 14, the flights were from March 6 - March 13 the itinerary #*** shows canceled but they are telling me the car was but the flights were not, they were no shows. I spent $2,467.50 for both tickets total. the person I talked with told me I would lose 200 per seat and would have a credit for the remaining money which I had one year to claim, all I am asking for is what I was told I would have, $2,067.50 in flight credits. I am a disabled vet. my money is tight and it took awhile to save this so I could take my bother to yosimity to see the trees. I really hope the B.B.B. can help. have a great day
Expedia.com Response
• Jun 20, 2019
June 20, 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 ***. *** (Revdex.com complaint # ***) regarding a flight reservation.
Our records show on February 10, 2019, Mr. self-booked a package reservation on our website. The reservation was booked via booking number ***, and included a flight and a rental car. The total amount paid for the flight was $2467.50. We understand from Mr. complaint he canceled both the flight and the rental car component on February 14, 2019, and only received a refund for the car component. Mr. believed he had properly cancelled the flight reservation and kept flight credit less a $200 fee for each ticket. Mr. is requesting a credit for the difference in the amount of $2067.50.
Upon researching the customer’s complaint, we were only able to confirm Mr. cancelled the car rental and was fully refunded for the car. We were unable to confirm if the flight was cancelled on our system. As a courtesy to Mr. we have now issued a refund in the amount of $2067.50. It may take 3-7 business days from today’s date for the credit to appear on his account depending on the customer’s financial institution
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving 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 booked a hotel through Expedia and I was overcharged and the hotel was not as described. The hotel was the *** in Rome, Italy from June 4 - Jun 07. The room was supposed to be a NON-SMOKING family size room with two queen beds. The price was supposed to be $1,111.39. I was overcharged by approximately $100 USD. Instead of being given a family room with two queen beds, we were given two very small rooms with two twin size beds in them. The rooms both had ash trays and my allergy to smoke caused me to be very sick the entire stay. In addition, the rooms were extremely hot and we did not have the ability to adjust the temperature. Finally, we were overcharged for the rooms as we found out they would have been much cheaper if we booked directly with the hotel.
Expedia.com Response
• Jun 18, 2019
June 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, 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 refund request.
Our records reflect on May 29, 2019 the customer accessed Expedia.com and self-booked Itinerary #*** for a hotel stay at ***, Rome, Italy, to check in June 4, 2019 and checking out June 7, 2019. The customer chose the “pay later” option, meaning they would be charged directly by the vendor.
A review of Ms. reservation shows she booked a Family Room which, on the hotel’s description says will be two queen beds or four twin beds, meaning the hotel can provide either accommodation depending on availability when the guests arrive. The room choice does show it was to be a non-smoking room.
Our case notes show the customer contacted Expedia on June 11, 2019 to report issues with their reservation stay.
We are sorry to learn about the customer’s experience with ***. As you may know, Expedia.com acts only as a third-party intermediary for hotel providers. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage them to contact us from the hotel if the accommodations are not satisfactory, upon arrival. This enables us to attempt to find a resolution at that time.
As Expedia was not contacted during travel, we were unable to assist Ms. when her family encountered issues. Expedia was not contacted until the stay was over and the customer had left the hotel. We spoke with the hotel and they advised the customer had fully utilized the stay. They stated that as they had accommodated the customer, providing the four beds that were their option in the family room description, and also advised the rooms were non-smoking, the *** would not agree to any refund. As the hotel was the merchant of record, the party that collected the customer’s funds, although we regret to hear that the hotel did not meet their expectations, we are unable to offer any refunds or compensation for this reservation.
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. Additionally, Expedia’s Terms of Use, which were agreed to by Ms. at the time of booking, expressly states:
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 Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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.
With regard to the pricing of the itinerary, prices on Expedia’s site are determined by the vendors who use our sites to offer their products. Expedia always advises that customers check all available avenues for pricing, as they may find vendors have other pricing available. The price a customer agrees to pay by completing an itinerary on our website cannot be changed once completed, as the vendor collects the amount of the itinerary.
As a courtesy, we have provided the customer’s online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within their account. We hope you will allow us the opportunity to improve upon your experience in the future.
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
Corporate Correspondence
Customer Response
• Jun 19, 2019
Complaint: ***
I am rejecting this response because: I was overcharged on the quoted rate on Expedia by approximately $100 because the hotel did their own currency conversion. Also, I was sick the entire time I was in the hotel because I was placed in a smoking room instead of the promised non-smoking room; I have pictures to support this claim (ashtray in room). The room was clearly described on the Expedia site as two queen beds in a family size room; not two extremely small rooms with two twin beds. I did complain to the hotel when I was there; they said there was nothing else available. Expedia claims to have the lowest rate; my rate was far more than other hotel guest were paying for comparable rooms at this hotel. Since I was out of the country it was impossible to reach Expedia while on travel to have them intervene; this is an unrealistic expectation.
Sunday afternoon, there was a city wide blackout in Dallas, TX. Myself and my daughter had to get a room at 2AM. My mother (***) allowed me to use her debit card to get a room. I attempted getting a room at *** at *** via Expedia. The representative at Expedia took my payment over the phone for $68 which was the only money I had left to my name. I then got a confirmation number (***) from the agent. I went home (with a candle, in the dark) to try to get clothes because I had a surgery at 6:15AM the next day. I drove with no lights on the streets to *** just to be told that there were no rooms available. At this time it was 2AM in the morning and I had NO MONEY LEFT to go anywhere else. My daughter and myself had to go back home, with candles and stay at 2:15AM and only got about 3 hours of sleep before I had to go have surgery, however, Expedia took my $68 for payment. When I contacted Expedia they blamed *** for the confusion. When I contacted *** they blamed Expedia for the confusion and sent me on a 2 hour long wild goose chase to attempt to get my money back ASAP because after paying for a surgery I now have $2 thanks to Expedia. This service is ABSOLUTELY UNACCEPTABLE, not to mention that I could barely understand the agent to begin with.
Expedia.com Response
• Jun 18, 2019
June 18, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 9, 2019, Ms., or an authorized user of the account, booked a hotel reservation through an Expedia agent, under itinerary ***. Reservation was for the *** America – Dallas – Vantage Point Dr., with a check-in date of June 9, 2019 and a check-out date of June 10, 2019. We understand Ms. is requesting a full refund in the amount of $68.97, stating she was unable to utilize her reservation as the hotel did not have any availability.
Upon receipt of the complaint, we can confirm that Ms.’ issue was resolved on June 11, 2019. A refund of $68.97 was processed back to the original form of payment used to book the reservation. The time it takes for the said refund to reflect on the account will depend on Ms.’ credit card company or banking institution. Typically, within 5 – 7 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I book a flight and rental through Expedia. After returning from trip the rental total was $61.21 but I paid Expedia $74.52 for the rental. After the final charge from *** which was $61.21 they charge my credit card $7.21 because they said Expedia only paid them $54.00. I have tried reaching out to Expedia concerning this issue but keep getting the run round about the extra money I paid and my refund from them. in total I have paid $74.52 plus $7.21totaling 81.73 for a rental that only cost 61.21. I have tried to be patience but if you offer a service to a customer they are entitled to better service.
June 21, 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 $20.56.Our records indicate, on May 29, 2019, Ms. *** or an authorized user of the Expedia account purchased a round trip fight on *** Airlines, departing on June 7, 2019 from Atlanta, GA to Houston, TX and returning on June 9, 2019, along with a two-day *** rental car via ***. A confirmation email was emailed on May 29, 2019; it was first opened May 29, 2019 and reviewed nine times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 11, 2019, Ms. called stating she was charged $61.67 by *** and she wants to get the refund because she prepaid the booking she asked for supervisor. Our representative called *** and *** advised that they only charged her for fuel, but it was refunded on June 9, 2019 and she should receive a refund within seven to ten business days. On June 15, 2019, Ms. called and wanted to know why she was charged additional $7.21 by ***. Our representative called *** and they were not available. Ms. claims the charge is not for fuel. Our representative offered to assign a case, but she refused and stated she would file a report to Revdex.com.After further review of the reservation Expedia contacted *** on June 21, 2019, *** advised they issued to credits to Ms. account that total $67.71 and advised the amount of $7.21 would have been for toll charges that were billed against her b another company. They advised the $67.71 should show up on her card in up to 10 business days.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the vendors. Additionally, 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 honor Ms. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because: The fuel charge was refunded because they were not suppose to charge me for fuel due to the vehicle not having a full tank of gas, that’s what was told to us upon exiting the rental station.The total rental was 61.21 and I paid Expedia 74.52 for the rental so where is the refund from the rental. Also I never refuse a resolution they are not being truthful about this situation and their customer service is terrible. And as far as the toll fee it has nothing to do with the over payment of the rental. This whole experience with Expedia and *** has been a total disaster and I will never use their services again. From this point on I will continue to book my own reservation without the headache of their services. I don’t have a problem with paying what I owe but I do have a problem with companies trying to take advantage of me.
Sincerely
The agent from Expedia was unable to assist us. Very poor customer service. Did not know anything. Also, poor use of the English language making it difficult to understand. Disgraceful service.
June 21, 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 terrible customer service with Expedia and the agent knew nothing and was unable to satisfy her request regarding the reserved hotel.Our records indicate, on May 31, 2019, Ms. or an authorized user of the Expedia account booked a seven night hotel reservation at ***, checking in on September 10, 2019 and checking out on September 17, 2019, via ***. A confirmation email was emailed on June 1, 2019; it was first opened June 1, 2019 and has been opened and reviewed 44 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 5, 2019, Ms. called and inquired on breakfast cost at the hotel. Our representative advised that breakfast is optional a buffet breakfast: EUR 17.50 per person. On June 15, 2019, Ms. called in and wanted to use points in the booking. Our representative advised Ms. that there were no points available. Ms. wanted to know other charges that the hotel may charge like breakfast and if they can have a discount. Our representative called the hotel and was advised breakfast for two adults was 210EURO for seven days and for a discount Ms. would need to contact their reservation department Monday through Friday from 9 am - 6pm.
After further review of the reservation there are no other notes or documentation about any calls or inquiries. Ms. can contact our Customer Service Department at 877-227-7481 or *** Hotel directly ***.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any hotels. We hope you understand we must adhere to the policies dictated by the vendors.
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.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
We have offered in numerous occasions, while on the telephone with Expedia, to email the pictures showing the disgusting, unsanitary and even health-risk conditions of the room given to us. Expedia’s respond to that request was that if needed, the customer service team would ask. After numerous calls and 50 minutes-plus waiting periods, hang-ups/disconnection with Expedia and the *** in ***, NJ, the only answer we got back was the email we received today, which we are responding to at this time. (See attached email from Expedia). It is a shame that having pictures as proof showing unhealthy conditions, the situation has caused unnecessary stress to a -year-old *** on route from Florida to a family member’s funeral. The sad part was that they never gave us a clean room, or a refund, forcing us to spend unnecessary monies for another *** on a disable veteran’s budget.
June 21, 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 $170.223.Our records indicate, on June 5, 2019, Mr. or an authorized user of the Expedia account booked a two-night *** reservation at the *** by ***, arriving on June 6, 2019 and checking out on June 8, 2019 via ***. A Confirmation email was emailed on June 5, 2019; it was first opened June 5, 2019 and reviewed 10 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 5, 2019, Mr. called to change the dates of the reservation to June 8-10, 2019 due to an extenuating circumstance. Our representative verified we did not have availability on our end, but the *** did it on their end. *** changed the reservation without a penalty. On June 12, 2019, Mr. called because he did try to check in at the *** but complained that he felt unsafe. Our representative contacted *** and was advised to call back. A second call was made to the *** and they denied the refund. An email was received from Mr. regarding his request for a refund for the *** reservation. Expedia responded back advising the *** denied the refund request. On June 15,2019, Expedia emailed Mr. advising “***@yahoo.com from which your message was sent is different from the address in your account. To ensure the security of your account, our policy is to not to disclose any information regarding your itinerary unless this information matches.” On June 16, 2019,Mr. responded, asking Expedia to use ***@hotmail.com and ***@yahoo.com.
After further review of the reservation Expedia contacted the *** and spoke with the owner, he stated Mr. stayed one night (June 8, 2019) and advised he would issue a refund for the second night. Advised the refund would be around $88.00 and should appear on Mr. card in three to five business days.
Please note that Expedia serves as a third-party intermediary with travel providers such as ***s, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. Expedia does not own or operate any ***s. We hope you understand we must adhere to the policies dictated by the vendors.
Additionally, Expedia’s Terms of Use, which Mr. agreed to at the time of booking, expressly state:The carriers, ***s 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 honor Mr. request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
To whom it may concern,This is in response to your letter on 6/21/2019 relating to case ID. We did not respond to your letter as matter resolved because as per Expedia’s response, we were directed to also wait for 3 to 5 business days to receive from the *** a partial refund back into my account. As of today, (which we are responding to your 7 business days before the closure of case) we have yet to receive the $88.00 promised by the ***. This continues to show how irresponsible are Expedia and The ***, ***., NJ. The *** has lied stating that I stayed in the *** at least one night. I ask that they get their securities cameras showing that I did in fact stayed. I can be more than sure that they do not have that proof. Meanwhile, I can submit at any time, a copy of a second *** receipt, where I did stay on June 8-10th. I did NOT stay at the *** as they have indicated withOUT proof. Meanwhile, I DO have proof to show that I did not. I am entitled to my full refund of $170.23. Understand that we are more than ready to show the many pictures we do have as proof of the unsanitary and dirty conditions that the rooms were in which contradicts completely to the rooms that they display in their website. We are sending a copy of this letter and copies of pictures to validate our complaint to • *** Consumer Affairs• ***, NJ Health Department.• Today Show• ABC News• NBC News• All media/social media outlets available, including FacebookAnd pictures will show mold and dirt on the ceiling, bathroom, and bathtub. Lampshade and walls have water stains, dust on furniture. We have these and more pictures to submit with all reports. Room was not cleaned at all. A copy of this email was sent to:• ***@theRevdex.com.org Attn: Dusty ***, Engagement Consultant• [email protected]• [email protected] will go ahead and reach out to the *** as we have numerous times, requested an email and we have yet to receive it. And just like Expedia has tried calling the *** many times with no response, we have also not been able to reach out to them directly.Thank you for your attention to this matter. ***Medically retired Sgt. U.S. ArmyCc***@hotmail.com ***@yahoo.com
July 11, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: *-***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding refund for $170.23Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. On July 11, 2019, we contacted the *** By Magnuson Worldwide again and they confirmed they processed a refund of $88.00 as of July 11, 2019 for one night to card ending 5071. They advised the refund should appear back on the card within seven business days.
Based on the above and Mr.’s experience, as a one-time courtesy Expedia issued a refund for the remaining amount of $82.23. The refund will appear on the card ending 5071 in three to seven business days. Expedia has emailed a refund receipt to Mr. for his records for the refund that we issued.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
I reserved a prepaid rental vehicle through Expedia on 06/13/2019, the vendor had called and said since my card was a debit and not a credit I would have to have a 750 dollar authorization which I didn’t have. So I called the customer support line & they kept putting me on hold and connecting to the vendor, every time my call would be “dropped.” They attempted to call back but every time it would ring once and stop ringing. I just want my 137 dollars back plus the 40 for insurance. I never picked up the vehicle due to the authorization
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 a car reservation. We understand Ms. is requesting a
refund in the amount of $177.81
Our records indicate that on June 13, 2019, Ms. or
an authorized user of her Expedia account, self-booked a Pay Now,
non-refundable car reservation using Expedia’s website under itinerary ***. The reservation was with the ***, Watertown, NY for a pick up on June 13, 2019 and a drop off on June 16,
2019. The Collision Damage Protection
Plan was self-booked separately under itinerary *** for the same
dates. The total cost is $177.81
($137.81 for the car and $40.00 for the protection plan).
Upon review of the customer’s itinerary and using a tool
which shows us what the customer was seeing during their booking process, we
can confirm Ms. was advised and acknowledged the terms and condition of
the car reservation before completing the booking. It clearly stated that:
“The
driver must present a valid driver’s license and credit card in their name upon
pick-up. The credit card is required as
a deposit when renting any vehicle. The
deposit amount is held by the car rental company. Please ensure sufficient funds are available
on the card.”
“No
changes, cancellations or refunds are allowed for this rental.”
Furthermore, an email confirmation was sent to the customer
advising the policies and restriction of the car rental company.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers.
We hope you understand we must adhere to the policies dictated by our
vendor.
Nonetheless, Expedia reached out to the vendor to request a
refund on the customer’s behalf, but unfortunately, the refund was declined.
While we regret Ms. experience was not as we
would have hoped, based on the information provided above, Expedia is not able
to fulfill her refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
On April 11, 2019 I book a round trip to Santiago Chile (May 12, 2019 - May 31, 2019) with Expedia itinerary #***. At the time of the reservation the Expedia page said the cost for the round trip plus the insurance I bought in case I wanted to change or cancel the flight will be $1,817.35 after reviewing the information and click submit the page said that the cost at the moment will be $918.70 for the trip from JFK to SCL plus $59.00 for the insurance. Since I do not fly and this is the first time I used Expedia I thought I will be charged the remaining balance upon the returning flight. Since the Expedia page I printed out said there was not need to call for further action I move on and plan my trip. While in Chile a personal matter came up and I needed to use the insurance I bought a month before and change the flight for May 30,2019. After a call I learned that there was no return flight booked for me. My wife was in the US and started calling to see what happened. She was informed they could not locate the return flight and currently could only offer a return flight for May 30, 2019 with a cost of $2,717.00. As she indicated this was not acceptable Expedia advised the only way they could honor the initial round trip price was if we give them access to our personal computer so they could see what went wrong. This was not acceptable as it is our private computer and therefore she was told a supervisor would contact her. No one called. On May 30, 2019 she called to see the status as I needed to leave and this time she was told the flight for May 30th was over $6,000.00. She wanted to know if Expedia could at least honor the price for $2,717.00 she was given the day before and they said there was nothing they could do at the time. Unfortunately I could not be present for my personal emergency on May 31 and also had to incur in an extra expense to book another flight arriving Saturday June,1 2019 with a cost of $1,735.03 IT. #***.
June 20, 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. A ***s, Revdex.com case number *** regarding a refund for $977.70.Our records indicate, on April 11, 2019, Mr. *** or an authorized user of the Expedia account purchased a one-way flight on *** Airlines Group, departing on May 12, 2019 from New York, NY, USA to Santiago, Chile, along with the Flight Protection Plan: via ***. A confirmation email was emailed to the email address on the Expedia account, it was first opened on April 11, 2019 and reviewed once.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 29, 2019, Mrs. called in stating her husband booked a roundtrip ticket but on the itinerary is showing a one way and the return flight is tomorrow. The call was escalated, and Mrs. advised they booked a round trip. Our representative reviewed the reservation and the reservation was created for a one-way flight. The charge reflects the one-way cost of the one-way flight. Our representative offered to assist with the purchase of a new one-way ticket for the return. The call was disconnected the representative called Mrs. back and she declined because of the price of a new flight. Mrs. advised she will call back once she confirms with her husband that he booked roundtrip. Mr. called back and claims a site error, stating they booked a round trip ticket but got a one way. Mr. is wanting to return on May 30 flight #*** at 10:55pm - 9:30am +1. Mr. advised he only received an email for the departure flight and thought they would get an email later for the return flight. On May 30, 2019, Mrs. called and is claiming that there was a site error, she already spoke to the supervisor, she is asking for the supervisor. The representative copied the identical notes from the call on May 29, 2019 and stated the call dropped.After further review of the reservation Expedia concludes that the reservation was booked for a one-way flight, not a round trip. Expedia emailed a confirmation email on April 11, 2019, which was opened and reviewed on April 11, 2019. The confirmation email confirms a one-way flight was booked and paid for. The flight can be exchanged with a $200 change fee and any fare difference based on the new pricing but cannot be refunded. The ticket that was purchased was non-refundable per the airline policy of *** Airlines Group.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines Group was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
Additionally, Expedia’s Terms of Use, which Mr. agreed to at the time of booking, expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above Expedia is not able to refund Mr. for one-way flight reservation. Mr. may contact our Customer Service Department at 877-227-7481 for assistance with exchanging the ticket.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because:There was a site error and Expedia only booked a one way trip after I booked a round trip. It's clear to me that Expedia does not want to acknowledge there was a glitch on their site on April 11, 2019 and keeps repeating that nothing was found on their end. I am not sure if Expedia wanted to sell extra tickets but they clearly are not keeping their site up to date. I've been trying to resolve this matter but Expedia was extremely uncooperative and unprofessional since the first day I called. They also went ahead and had one of their representatives insult me on a previous complaint insinuating in plain words that "I should learn how to read" before I book next time. I do understand that Expedia is a "third party" vendor but unfortunately I booked the flight with Expedia not the airline and it is really unprofessional that now Expedia wants to delegate it's responsibilities to the airline when this was their mistake. Therefore Expedia should be held accountable not the airline. I used all the proper channels to explain Expedia that what they offered me was not delivered, calling to their customer service, waiting extended period of time on hold for a supervisor that never called and even using a respectable site as a mediator. However, since they are being unresponsive and they only rendered half of the services promised in both occasions I will dispute the charges with the bank. I will submit to the bank screen shots and records that clearly showed that I booked a round trip that Expedia did not honor it. Further when confronted they delegate responsibilities to the airline claiming they are a "third party" vendor and their agreements differ from their vendors. I find extremely unfair paying for something that I did not need in the first place due to Expedia's error.
Sincerely
June 26, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding the one-way flight booked on Expedia.
Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. When creating a flight reservation on Expedia.com our site advises, the details of the flights that are reserved and once your credit/debit card is entered, our system again advises of the details of the trip prior to completing the booking reservation. We have reviewed the confirmation itinerary that was emailed on April 11, 2019 and reviewed on April 11, 2019. The confirmation itinerary appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
The confirmation email is sent to our customer to confirm the reservation. If the itinerary was incorrect Expedia needed to be notified immediately. Expedia could have voided the ticket within a 24-hour period of it being booked, had we been notified. Expedia can verify the confirmation email was reviewed on April 11, 2019 and we presume the confirmation was correct.
Based on the above Expedia is not able to honor Mr. request for refund. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because: That is not the same screen shoot that I have from April 11, 2019. EXPEDIA DOES NOT HAVE MY AUTHORIZATION TO REALIZE PERSONAL AND SENSITIVE INFORMATION ON A PUBLIC SITE. I would appreciated if you take down the attached screen shots with my personal information on it since you have no authorization. As I previously stated Expedia does not want to acknowledge the glitch on their site and I as clearly said I will work directly with the bank since they rendered half of the services offered.
Sincerely
I booked a flight for the 6/26/201626 and when I looked at my ticket it said 6/16/2016it’s exactly the same date same time same everything and they would not exchange my ticket or it let me pay the difference or anything and I lost $300 because of them and had to re-bought another ticket they are terrible I hope *** Airlines knows that they are blasting bad things on their name because I bought it through them and now they won’t let me use it..
June 20, 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 exchanging her ticket.Our records indicate, June 5, 2019, Ms. *** or an authorized user of the Expedia account purchased a round trip fight on *** Airlines, departing on June 12, 2019 from Omaha, NE to Dallas, TX and returning on June 16, 2019, via ***. A confirmation email was emailed on June 5, 2019; it was first opened and reviewed nine times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 12, 2019, Ms. called stating she selected June 26, 2019 as the return date when she booked her reservation, but the site booked June 16, 2019. Our representative checked the system for a departure on June 26, 2019 and found out the same flight number and time was there. On June 13, 2019, Ms. case was escalated, and our representative reviewed the details of the reservation. Ms. claims that when she booked the flight, she chose to have a return on June 26, 2019. However, during her travel her husband found out that her return was on June 16, 2019. She claims a site error. Our representative advised her to book a flight directly on *** Airlines since there is no availability of the flight she wants in our inventory. Our back-office system was able to verify the days booked and the days were booked as requested, there is no site error, no payout. The representative called Ms. and sent email with denial.
After further review of the reservation Expedia concludes that the reservation was booked for a round trip flight departing on June 12, 2019 and returning on June 16, 2019. Expedia emailed a confirmation email on June 5, 2019. The confirmation email was first opened and reviewed on June 5, 2019 and reviewed nine times. The confirmation email confirms the dates of the round-trip flight as they were booked. The flight was nonrefundable and non-changeable. Expedia suggest that the confirmation emails be reviewed for correctness and if it is incorrect to contact us immediately. The ticket could have been voided within 24 hours, but since it was non-refundable and non-changeable Expedia was not able to offer Ms. any option to change her ticket.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
Additionally, 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.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
On 2/19/19 I received an email (see attached document) stating that my upcoming flight to Brazil with *** Airlines was discontinued and that I could request a full refund or wait for alternative options. I immediately called and was told by a Rep they had no such information. I called back and spoke to another Rep and their supervisor who both stated they had no notification on their end of such information and thus could not refund my flights. They said to call back the next day.
2/20/19 I called and spoke to someone and I was literally on the phone call for over 3hrs. My flights were cancelled to Sao Paulo and refund issued AND they cancelled my in between flights from Sao Paulo to Rio and issued me a credit in the full amount of the price I paid (see documents attached). The manager whom I spoke to at this point called the Hotel he said he could not get in touch with them so he would document in their system for the afterhours team to reach out and get the money refunded.
2/21/19 I received an email stating they cannot refund my hotel even though I booked it through them, I used their website to purchase and my flights were cancelled due to no fault of my own. I explained that I would be willing to go on the trip if they would get me on a direct flight to Sao Paulo for the same amount of money I spent on my original flights. I was told by corporate they could not do so and that to rebook flights would cost me an upwards of $1k when I originally spent $560. I then told them I would be disputing with my credit card company at which point they said ok (see documents attached).
Thereafter disputing, Expedia emailed 2xs stating they heard I disputed the charge and to contact them. I responded no! Between all the calls I made to resolve the situation I spent over 6 hours on the phone and spoke to over 4 different reps-that doesn’t include the amount of emails I sent as well.
Expedia unilaterally cancelled the booking of the hotel. (SEE ATTACHED DOCUMENT)
June 21, 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 January 26, 2019, Ms.
***, or an authorized user of her Expedia account, self-booked a non-refundable
hotel reservation using Expedia’s Mobile app, under itinerary ***.
The hotel accommodations were with *** Rio de Janeiro, Brazil for a check
in on June 5, 2019 and a check out on June 10, 2019. The total cost collected for the booking was
$627.60. We understand Ms. is
requesting a full refund of her booking as she was not able to utilize it.
On February 20, 2019, Ms. called Expedia
requesting to cancel the hotel reservation due to flight cancellation on her
outbound flight by the airline. Expedia contacted
the vendor on the customer’s behalf and requested a refund. Regrettably, the refund request was denied.
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. We hope you
understand we must adhere to the policies dictated by the vendors. Additionally,
at the time of booking Ms. accepted Expedia’s Terms of Use, which
expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Nonetheless, in respect and consideration to Ms.’s
claim that she did not utilize the hotel reservation due to the airline
cancellation on her outbound flight, on June 21, 2019, Expedia processed a
refund of $627.60, 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.
Sincerely
“Confirmed” car rentals cancelled even after numerous oral and written confirmations.
June 21, 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 car reservation.
Our records indicate that on June 4, 2019, Mrs., or an authorized user of the Expedia account, self-booked a “Pay Later” (payment collected directly by the vendor) car rental reservation using Expedia’s Mobile Site, under itinerary ***. The booking was for traveler ***, with *** in San Luis Obispo, Berkeley, CA, for pick up on June 12, 2019, and drop off on June 13, 2019.
On June 12, 2019, Mrs. contacted Expedia stating that upon arrival at *** location, they were advised the reservation did not exist. Expedia’s representative contacted *** corporate office, who advised they see the reservation, although the specific location advised otherwise. Expedia added a $25.00 Expedia Travel Coupon to the customer’s Expedia account, for the inconvenience with the vendor, and assisted Mrs. by booking a new reservation. The new booking was for the same traveler, dates and location, but with ***. Regrettably, after communicating with Enterprise we found out that due to the booking being made at 12:41pm PST, with a pick-up time of 2:30pm PST, they did not have the opportunity to locate a car for the customer.
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 vendors. 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.
We regret Ms.’s experience was not as we would have hoped, and any subsequent inconvenience caused.
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 DIDNT ASK FOR EXPEDIA TO CANCEL MY RESERVATION. I ONLY ASKED TO HAVE MY BED TYPE CHANGED. YOUR AGENT DID THE CANCELLING ALL ON HER OWN. I BOOKED 06/06/19-06/07/19 ATHE THE *** IN KNOXVILLE(BECAUSE I FLEW IN TO KNOXVILLE) AND I BOOKED 06/07/19-06/09/19 AT THE *** IN ATHENS (BECAUSE THATS WHERE MY TOURNAMENT WAS) I THEN BOOKED 06/09/19-06/10/19 BACK AT THE SAME HOTEL IN KNOXVILLE (***) WHEN I BOOKED ALL OF THESE THEY ALL HAD KING SIZE BEDS. I CALLED AND HAD ALL OF THEM CHANGED TO 2 QUEEN SIZE BEDS. SHE CALLED THE HOTELS AND I STAYED ON HOLD AND WAITED. WHEN SHE RETURNED SHE TOLD ME EVERYTHING WAS CHANGED AND NEVER ONCE DID SHE TELL ME I WAS GOING TO LOSE ANY $$$ BECAUSE SHE HAD TO CANCEL A ROOM.IF THAT WAS THE CASE I NEVER WOULD HAVE CHANGED MY BED TYPE. ARE YOU SAYING THAT I TOLD YOUR AGENT THAT IT WAS OK FOR ME TO FORFIT MY $250.00 AND CANCEL THE ROOM? BECAUSE IF YOU ARE I WOULD LIKE TO HEAR THAT ON YOUR RECORDED MESSAGE. IM GOING TO CONTACT THE Revdex.com AND LET THEM KNOW ALL ABOUT THIS BECAUSE EXPEDIA AND THE *** ARE AFRAID TO ADMITT THAT THIS WAS YOUR FAULT.
June 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from ***. *** (Revdex.com case number ***) regarding a hotel. We understand ***. *** is requesting a refund.
Our records indicate ***, or a person authorized for the account, booked a reservation with the *** Athens for check in on June 7, 2019, for two nights, for $250.00.
The reservation is now refunded in full, in the amount of $250.00. We apologize for any inconvenience.
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
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 did say that I would not ever do business with Expedia again but I am willing to take back that comment after this and will use Expedia again in the near future. thank you Expedia for being thoughtful of the little people.
Sincerely
I have been on the phone with Expedia support for an excess of 4 hours...I am an at home travel agent who booked clients to Dominican Republic and they needed to cancel. Expedia has made it near impossible to do business...They outsource their customer service so first I was talking to people in India, now the Phillipines. No one speaks good English and no one knows what to do. I must always ask to speak to a supervisor. This is terrible and no one has time to deal with a company for over 4 hours! I will Never use them again and make aure my company also knows how poorly they practice business.
June 14, 2019
Revdex.com
Alaska, Oregon & Western Wington
Complaint Department
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 ***).
Upon further research, we are unable to locate an Expedia account related to Ms.’ complaint. We respectfully request that she provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address her concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Lidiya N
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: my email is ***@gmail.com
Sincerely
June 19, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a customer service issue.
Our records indicate that on June 12, 2019, Ms., booked a flight reservation through an Expedia agent, under itinerary ***. Travel is with ***, departing on November 8, 2019, returning on November 11, 2019, from New York, NY, USA to Oranjestad. We understand Ms. is requesting to be contacted by Expedia regarding a customer service issue.
Upon receipt of the complaint, we contacted Ms. by phone today, June 19, 2019, to acknowledge receipt of their Revdex.com complaint and resolved the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I reserved 6 rooms through Expedia on May 29th for ***. I cancelled and received an email from Expedia confirming my cancellation. When I was not refunded the total amount, Expedia claims that just one room was cancelled, not all 6. Yet in looking at my refunds, I received one room refund of $253.90 and resort fees for all rooms of $27.13 per room, thus why would resort fees for all rooms be refunded for a cancellation of one room? When cancelling, my confirmation email states that the itinerary was cancelled and provided the itinerary #***. It did not state that just one room was cancelled, it stated the entire intinerary was cancelled. When contacting Expedia they stated just one room was cancelled, yet this was not the case the confirmation received was for the full itinerary. Expedia has stated they will not refund unless the hotel refunds, which is very concerning as this is an Expedia system error and improper notification of cancellation - thus resulting in $1133.85 in charges for rooms never used and cancelled prior to their cancellation date and policy. In total, I booked rooms at *** Hotel in Lake Geneva, IL for June 6th for one night. I booked 6 total rooms. On May 29th, I cancelled the rooms online and prior to the June 3rd cancellation date for a full refund. To date, I was charged $253.90 per room for 6 rooms, $1523.40 total when booked. Upon cancellation, I have received $253.90 refund plus $27.13 for an additional 5 rooms, not the $253.90. Thus the difference is $1133.85 not refunded and Expedia will not assist in handing the refund, yet I have full documentation of the cancellation of the itinerary.
June 20, 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 ***. *** (Revdex.com complaint #***) regarding a hotel reservation refund request.
Our records show on May 22, 2019, Mr. booked a Pay Later hotel reservation on our website for six rooms. A Pay Later reservation is a reservation the customer agrees to pay at the hotel. The hotel will typically hold a full or partial deposit before the customer arrives depending on their terms. Expedia does not keep any amount and any refund would be from the hotel directly to the customer. We understand from Mr. complaint he contacted Expedia and an agent reached out to the hotel. Mr. mentioned he received a refund for one room in the amount of $253.90. Mr. is requesting a refund of $1133.85.
Upon researching the customer’s complaint we can confirm that Expedia reached out to the hotel on June 12, 2019, and they approved a refund for the remaining rooms. The hotel would then process a refund directly to the customer. The refund from the hotel should appear on Mr. account typically within 3-7 business days. Since the funds are received by the hotel there is no amount Expedia would refund. I have attached the Terms of Use regarding a Pay Later hotel reservation.
TERMS AND CONDITIONS
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.
If you select “Pay Later at the Hotel”, the hotel will charge your credit card in the local currency at the time of your stay. Please note that taxes and fees vary between the two payment options. Tax rates and foreign exchange rates could change in the time between booking and stay.
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.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving 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,
Daniel A
Corporate Correspondence Team
On Sept 16th 2018 I had completed a reservation on Expedia US site and made complete payment for hotel reservations in Mumbai, India (Dec 10 - Dec 14 2018) at *** ( a *** groups hotel) - Itinerary # ***
Cost = $1523.46
On Dec 9th 2018, one day before the trip, without any advanced notice - *** group of hotels switched my reservation to a different hotel in the area which was of lower standard and price. In the process they had to refund me the difference amounting to around $900 (INR 60000). When I contacted *** group of hotels for the refund, they said and I quote "the booking and payment was done via Expedia USA website, so we will refund them the money and they will refund you the amount"
Once I got back to USA after the trip , I initiated contact with Expedia and now it has been more than 5 months I have not received any money nor any confirmation. I have contacted them multiple times via phone/email/***/***. They keep making me repeat the problem without any solution. Here is the latest case number : ***
I really am frustrated at this time and do not have the patience or energy to call them again and find out what happened. I really need a resolution.
June 18, 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 hotel reservation. We understand *** is requesting a partial refund.
***, or a person authorized for the account, booked three rooms with the *** for four nights with check in on December 10, 2018.
Our customer contacted us after completing the stay, stated that on arrival he accepted accommodation at a different hotel and was requesting a refund of 60,000 INR based on the accommodation accepted.
We contacted the *** multiple times and advocated on behalf of our customer, but the refund requested wasn’t authorized by the hotel.
Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The terms and conditions for the items, including refund policies, come from the travel supplier. Expedia is unable to supersede the refund policy.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
Expedia is supposed to (and has been advised constantly) to take action A as follows:
Action A : contact *** group of hotels in India and not ***. I am displeased to see that Expedia has no understanding of their business tie up with *** group. Expedia has been advised by me constantly to contact *** group and that is what *** group has also advocated. I was contacted by *** Online Guest Relation Manager regarding the same.
The route Expedia takes is trying to contact the hotel directly. Just because they have taken an action does not mean they have put in effort in the right direction. If the problem is with ***, they are trying to contact *** and saying *** is not resolving the issue. That is the best analogy I could come up for this issue
What I would like Expedia to explain is the money trail of the transaction. According to what I am aware, I paid Expedia the entire amount. Now I did not receive the service which I was supposed to have gotten based on the amount paid. Expedia paid some other agency money to provide me that service and that service states that they refunded Expedia the money. In this case looks like Expedia is swindling/stealing money from an innocent customer.
If this is not resolved, I have lined up a legal firm and will be forced to take legal action for the same.
Sincerely
My name is *** and I have been experiencing a lot of troubles rectifying an issue I have with an Expedia trip purchase. I booked a trip scheduled from April 7th- April 14th to South Africa for myself and my partner to enjoy a much needed vacation. The reservation for this trip via Expedia is #***. On the day my flight was expected to depart on April 7th though ***, I was denied access on my flight and to this day, I have not received any resolution to this matter. I arrived at the airport on April 7th at 4:00 pm which is 2.5 hours ahead of his scheduled flight time of 6:50 pm but was told I was late. After going back and forth with the airport personnel about why I was being denied access, I was told to call Expedia. As I sat on very long wait time calls in the airport waiting to rectify this absurd issue, I was informed the status of flight changed to departed and that my trip was automatically marked as cancelled/ No Show and no refund would be given, even though I was at the airport in time. I verified all the communications sent to me from Expedia and there were no communications sent to me about being at the airport at a certain time outside of 2.5 hours ahead of time. We did not receive an email or call or any sort of notice of this matter. I also called *** and was told to refer back to Expedia. As a consumer, I should not be the one to take the fall financially for a trip I did not attend but was prepared for. I paid a total of $2,310.03 for this trip and did not take it and have not been refunded even though I was on time and ready to go. I understand if I did not show up or was late but I was there, ahead of time and was denied access to my flight for whatever reason. For whatever reason if I needed to be there 5 hours in advance, we should have been notified. I have provided statement letters from witnesses and other applicable proof that reflects that I am being truthful about this matter.
June 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an
issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a package reservation.
Our records indicate that on February 26, 2019, Mr., or an
authorized user of the Expedia account,
self-booked a package reservation for two passengers using Expedia’s website,
under itinerary ***. The
package included flights and hotel accommodations. Travel was with ***
Airways from Chicago, IL, USA to Cape Town, South Africa departing on April 7,
2019 at 6:50 pm, and returning on April 14, 2019. We understand Mr. is requesting a full
refund of his package in the amount of $2,310.03.
Upon review of the customer’s complaint, we can confirm that on
April 7, 2019, Mr. called Expedia, requesting to make a change on the
flight reservation. Per our agents’ notes, the customer stated times of arrival
were one hour, one hour and 45 minutes, 2-3 hours before scheduled departure. The
customer stated that the airline counter was already closed upon his arrival. Our agents advised Mr. that the airline
requires international travelers to be at the airport at least two to three
hours before the scheduled flight. Expedia offered to exchange the customers’
tickets per the airline’s fare rules of a no-show change fee of $455.00 per
person, plus any difference in fare, but the customer declined. Our agents also reached out to the hotel
vendor to request a refund on the customer’s behalf, however, the refund request
was declined.
Furthermore, we can confirm the following information related to
airport arrival and Check-In times is available for consumers on Expedia’s
website:
Online
flight check-in opens 24-48 hours before your flight departure. You'll need
your airline confirmation code (example: ***) from your itinerary to check
in.
Airport
check-in usually opens 2-3 hours before flight departure.
You will
need your boarding pass to go through airport security. Check with your airline
for any other required documents.
Plan to
arrive at least 1-2 hours before your domestic flight, and at least 2-3 hours
before your international flight.
Additionally, the airline liability limitations, provided during
the customer’s booking process, and within his confirmation email, specify:
CHECK-IN
TIMES. The time shown on the itinerary/receipt is the departure time of the
aircraft. Flight departure time is not the same as the time you must check-in
or the time you must be available for boarding. Your carrier may refuse you
carriage if you are late. Check-in times, as advised by your carrier, are the
latest times at which passenger can be accepted for travel; boarding times, as
advised by your carrier, are the latest times at which passengers must present
themselves for boarding.
Expedia serves as
third-party intermediary with travel providers such as 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 vendors. Additionally, at the time of booking the customer accepted
Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other
suppliers providing travel or other services on this Website are independent
contractors and not agents or employees of the Expedia Companies or the Expedia
Partners. The Expedia Companies and the Expedia Partners are not liable for the
acts, errors, omissions, representations, warranties, breaches or negligence of
any such suppliers or for any personal injuries, death, property damage, or
other damages or expenses resulting there from. The Expedia Companies and the
Expedia Partners have no liability and will make no refund in the event of any
delay, cancellation, overbooking, strike, force majeure or other causes beyond their
direct control, and they have no responsibility for any additional expenses,
omissions, delays, re-routing or acts of any government or authority.
While we regret Mr.’s experience was not as we would have
hoped, based on the information provided above, 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
I purchased a 3 day *** park hopper pass for myself and my 2 children in April of 2019. Expedia.com website said I just needed to take a government issued ID along with a printed voucher to the ticket kiosk window at any *** park location to have my passes issued. When I tried to print the voucher at the hotel in Orlando the morning of our first visit, June 2, 2019 by clicking on the redeem button on my Expedia.com account, I received an error msg that stated the tickets were still in process and have not been issued. I printed my itinerary confirmation number and took this to *** Hollywood Studios as this was our first place we chose to visit. I was informed by a ticketing manager that I must have a printed voucher to get my tickets. I showed the manger, ***, my cell phone with the error msg and the receipt I paid Expedia.com $1,570.56 for the 3 day passes for myself and my 2 kids. *** informed me that Expedia is doing this a lot to travelers and I would have to buy tickets from them to be able to enter. I called Expedia and they sent me 3 ticket numbers. I was told they were not valid and would not work. Over the next 3 days, I spent an additional $1,582 on tickets at *** as a result. In speaking further with Expedia, they stated they would not refund what I paid at Expedia.com as *** tickets are non-refundable. What I found out is that Expedia buys tickets from *** and then sells them to consumers. So, the refund would have to come from Expedia as they owned the tickets I purchased from them. I have been calling Expedia since the trip and for over 4 days now, they tell me their system is down and cannot access case information or ID numbers to help me. I am a gold member with Expedia and they have dropped the ball on this issue. Also, I could not use the fast passes due to this issue so I was forced to wait in line to ride rides for hours. Expedia has lied to me, and has used false advertising to their benefit.
June 18, 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 park tickets. We understand *** is requesting a refund.
***, or a person authorized for the account, booked park tickets for three people via itinerary ***.
We understand that the customer contacted Expedia for assistance with the park tickets and was not able to use them. We apologize for any inconvenience. The tickets have been refunded in full to the original form of payment.
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
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
We purchased a third party event from Expedia.com that was scheduled for Saturday, June 8th at 1 pm down in Philadelphia, PA. It was $70. When we finally got a hold of the vendor for the event, they stated there was no event scheduled for that time at all. This is false advertisement and the location that was hosting these tours, said we needed to get our refund from Expedia.com..Expedia stated to give them 72 hours to resolve. It has been past 72 hours with no word back. We would like our refund back for $70 please.
June 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a tour. We understand *** is requesting a refund.
Our records indicate ***, or a person authorized for the account, booked two tickets for a sightseeing tour with ***.
The customer contacted Expedia and advised that the tour was not provided on the night reserved. We contacted the vendor and received authorization for the refund, which was 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
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 saw a link for Expedia.com when I searched tickets from LAX to Yerevan, Armenia. One of the links was to Expedia.com, which adverted prices “starting from $206.” My dates are flexible so I must’ve tried. 100+ different date combinations and nothing came up even close to that price. When I called customer support they said that without a specific date range they are unable to look up flight prices.
As a customer, how can I go about having them honor a price, or even come close to what they are advertising when the customer service rep, and her supervisor were unable to tell me any given date when that price of the ticket would even come close to the advertised price.
I have a screen shot of what I am describing above. Please help.
June 19, 2019
Revdex.com
Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding a
flight booking.
Our records
indicate that Ms. email address and phone number are not associated
with an account with Expedia. On June 18, 2019, we reached out to Ms.
via phone to inquire of additional information, but were unable to reach her.
We
regret Ms. experience was not as we would have hoped and would like
to assist her further by reviewing flight availability on Expedia’s website
with her. Regrettably, as Expedia is a third-party intermediary and does not
own or operate any airlines, we are unable to guarantee ticket prices until a
reservation is confirmed. The prices listed on our website at the time of
booking are the lowest available for the selected route and dates.
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
I was at work when they called and the voice mail said that they will reach out to me again.
I understand that the prices change but the price that was being advertised is so off from what their website is offering. I asked them to show me ANY route any airline on any given day when the price is even closed to what it is being advertised.
I am just curious as to what explanation they have as far as offering such a low price that's not at all close to what they actually offer.
This is false advertising.
Complaint: ***
I am rejecting this response because:
Sincerely
I purchased a surprised airline ticket for wife to visit her mother in Wichita Falls, TX after a successful year in school. Knowing that issues will arise I purchased the cancellation insurance for $28. My wife is also retired army and has worked hard in college so I really wanted to make her wish come true. I found out that her college courses did not end until after the 6th of June 2019 so I cancelled the flight with Expedia the next day after booking expecting to be fully refunded by Expedia and not by a second or third party company with intent of stealing consumers hard earned money. I submitted my request for refund to travel guard but was denied. In America there was a time when consumers could return goods and services and receive a fully refund, but now companies just take from consumer.by
June 18, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint 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 full refund.
Our records indicate that on May 15, 2019, Ms., or an authorized user of the Expedia account, booked a round trip flight departing June6, 2019 from Greenville, SC to Wichita Falls, TX and returning on June 16, 2019 from Wichita Falls, TX to Greenville, SC; via ***. A confirmation email was sent to the email address on the Expedia account on was opened on May 16, 2019 and reviewed once.
Upon receipt of Ms.’s complaint, we researched the issues brought to our attention. On May 16, 2019, Ms. called to cancel the reservation. Our representative advised the fare was a basic economy fare and was not refundable. Ms. was given the insurance details and Ms. asked for a supervisor. The call was taken over by a supervisor. Our supervisor explained the policies and the insurance process. Ms. was not ok with submitting the claim with ***. Our representative advised Ms. of the terms and conditions of the insurance and advised she would need to file a claim with ***.
After further review on June 18, 2019, Expedia has been able to verify *** Airlines fare rules for the ticket that was purchased. The *** Airlines rules state the ticket is non-refundable and cannot be changed. Since the Cancellation Plan was purchased with the airline ticket a claim would need to be filed with ***.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 honor the request for a refund. If we may suggest a claim should be filed with *** and they will determine the validity of the claim and advise. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
I booked a flight for two people(me and my brother)round trip from Knoxville Tenn. to Fresno California. I think it was @ Feb 6, after learning about the weather conditions, I canceled the flights and car rental at the same time, Feb. 14, the flights were from March 6 - March 13 the itinerary #*** shows canceled but they are telling me the car was but the flights were not, they were no shows. I spent $2,467.50 for both tickets total. the person I talked with told me I would lose 200 per seat and would have a credit for the remaining money which I had one year to claim, all I am asking for is what I was told I would have, $2,067.50 in flight credits. I am a disabled vet. my money is tight and it took awhile to save this so I could take my bother to yosimity to see the trees. I really hope the B.B.B. can help. have a great day
June 20, 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 ***. *** (Revdex.com complaint # ***) regarding a flight reservation.
Our records show on February 10, 2019, Mr. self-booked a package reservation on our website. The reservation was booked via booking number ***, and included a flight and a rental car. The total amount paid for the flight was $2467.50. We understand from Mr. complaint he canceled both the flight and the rental car component on February 14, 2019, and only received a refund for the car component. Mr. believed he had properly cancelled the flight reservation and kept flight credit less a $200 fee for each ticket. Mr. is requesting a credit for the difference in the amount of $2067.50.
Upon researching the customer’s complaint, we were only able to confirm Mr. cancelled the car rental and was fully refunded for the car. We were unable to confirm if the flight was cancelled on our system. As a courtesy to Mr. we have now issued a refund in the amount of $2067.50. It may take 3-7 business days from today’s date for the credit to appear on his account depending on the customer’s financial institution
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving 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,
Daniel A Corporate Correspondence Team
I booked a hotel through Expedia and I was overcharged and the hotel was not as described. The hotel was the *** in Rome, Italy from June 4 - Jun 07. The room was supposed to be a NON-SMOKING family size room with two queen beds. The price was supposed to be $1,111.39. I was overcharged by approximately $100 USD. Instead of being given a family room with two queen beds, we were given two very small rooms with two twin size beds in them. The rooms both had ash trays and my allergy to smoke caused me to be very sick the entire stay. In addition, the rooms were extremely hot and we did not have the ability to adjust the temperature. Finally, we were overcharged for the rooms as we found out they would have been much cheaper if we booked directly with the hotel.
June 18, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, 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 refund request.
Our records reflect on May 29, 2019 the customer accessed Expedia.com and self-booked Itinerary #*** for a hotel stay at ***, Rome, Italy, to check in June 4, 2019 and checking out June 7, 2019. The customer chose the “pay later” option, meaning they would be charged directly by the vendor.
A review of Ms. reservation shows she booked a Family Room which, on the hotel’s description says will be two queen beds or four twin beds, meaning the hotel can provide either accommodation depending on availability when the guests arrive. The room choice does show it was to be a non-smoking room.
Our case notes show the customer contacted Expedia on June 11, 2019 to report issues with their reservation stay.
We are sorry to learn about the customer’s experience with ***. As you may know, Expedia.com acts only as a third-party intermediary for hotel providers. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage them to contact us from the hotel if the accommodations are not satisfactory, upon arrival. This enables us to attempt to find a resolution at that time.
As Expedia was not contacted during travel, we were unable to assist Ms. when her family encountered issues. Expedia was not contacted until the stay was over and the customer had left the hotel. We spoke with the hotel and they advised the customer had fully utilized the stay. They stated that as they had accommodated the customer, providing the four beds that were their option in the family room description, and also advised the rooms were non-smoking, the *** would not agree to any refund. As the hotel was the merchant of record, the party that collected the customer’s funds, although we regret to hear that the hotel did not meet their expectations, we are unable to offer any refunds or compensation for this reservation.
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. Additionally, Expedia’s Terms of Use, which were agreed to by Ms. at the time of booking, expressly states:
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 Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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.
With regard to the pricing of the itinerary, prices on Expedia’s site are determined by the vendors who use our sites to offer their products. Expedia always advises that customers check all available avenues for pricing, as they may find vendors have other pricing available. The price a customer agrees to pay by completing an itinerary on our website cannot be changed once completed, as the vendor collects the amount of the itinerary.
As a courtesy, we have provided the customer’s online Expedia account with a $50.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within their account. We hope you will allow us the opportunity to improve upon your experience in the future.
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
Corporate Correspondence
Complaint: ***
I am rejecting this response because: I was overcharged on the quoted rate on Expedia by approximately $100 because the hotel did their own currency conversion. Also, I was sick the entire time I was in the hotel because I was placed in a smoking room instead of the promised non-smoking room; I have pictures to support this claim (ashtray in room). The room was clearly described on the Expedia site as two queen beds in a family size room; not two extremely small rooms with two twin beds. I did complain to the hotel when I was there; they said there was nothing else available. Expedia claims to have the lowest rate; my rate was far more than other hotel guest were paying for comparable rooms at this hotel. Since I was out of the country it was impossible to reach Expedia while on travel to have them intervene; this is an unrealistic expectation.
Sincerely
Sunday afternoon, there was a city wide blackout in Dallas, TX. Myself and my daughter had to get a room at 2AM. My mother (***) allowed me to use her debit card to get a room. I attempted getting a room at *** at *** via Expedia. The representative at Expedia took my payment over the phone for $68 which was the only money I had left to my name. I then got a confirmation number (***) from the agent. I went home (with a candle, in the dark) to try to get clothes because I had a surgery at 6:15AM the next day. I drove with no lights on the streets to *** just to be told that there were no rooms available. At this time it was 2AM in the morning and I had NO MONEY LEFT to go anywhere else. My daughter and myself had to go back home, with candles and stay at 2:15AM and only got about 3 hours of sleep before I had to go have surgery, however, Expedia took my $68 for payment. When I contacted Expedia they blamed *** for the confusion. When I contacted *** they blamed Expedia for the confusion and sent me on a 2 hour long wild goose chase to attempt to get my money back ASAP because after paying for a surgery I now have $2 thanks to Expedia. This service is ABSOLUTELY UNACCEPTABLE, not to mention that I could barely understand the agent to begin with.
June 18, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on June 9, 2019, Ms., or an authorized user of the account, booked a hotel reservation through an Expedia agent, under itinerary ***. Reservation was for the *** America – Dallas – Vantage Point Dr., with a check-in date of June 9, 2019 and a check-out date of June 10, 2019. We understand Ms. is requesting a full refund in the amount of $68.97, stating she was unable to utilize her reservation as the hotel did not have any availability.
Upon receipt of the complaint, we can confirm that Ms.’ issue was resolved on June 11, 2019. A refund of $68.97 was processed back to the original form of payment used to book the reservation. The time it takes for the said refund to reflect on the account will depend on Ms.’ credit card company or banking institution. Typically, within 5 – 7 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team