We booked a hotel advertised on Expedia. When we arrived the hotel looked nothing like the pictures. The hotel was not clean, had a dank smell and had stains and dings all over the room as well as a hole in the bathroom door. When we told the hotel staff that the room looked nothing like advertised they told us they had select upgraded rooms and they had no more of those available. We told them this was false advertising and requested a refund. They denied the request and told us we had to book a deluxe room for which there was no option. We told them that they falsely advertised and again requested a refund. They denied once again. We left the hotel to drive home for 4 hours, inconvenienced, and called expedia to request a refund. Expedia told us that all they could do was request a refund from the hotel. We told them of the false advertising which they were not at all concerned for. Expedia told us we only had 1 option and that was if the hotel would refund the money due to their cancellation policy. We told them it wasn't concerning cancellation and it was in regards to service failure and an unacceptable room option with false advertising. Expedia contacted the hotel and the hotel denied the return. Expedia then notified us and after multiple calls nothing has been addressed by expedia and nothing has been refunded. On top of all of our inconveniences, expedia has had a terrible customer service experience, they have representatives that are rude and uncooperative. Their representatives have to follow obscure procedures and can't address the actual issues. Expedia has supported this terrible hotel in its false advertising policies. Another complaint is expedia's terrible telephone system. They have a customer callback option that puts you on a second extended delay hold. Why do I want a customer callback to be on another 10+ minute hold when I could have just held for the expected 30 minutes in the first place. What a terrible experience!
Expedia.com Response
• Jun 19, 2019
June 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for $167.64 and an apology.Our records indicate, on June 14, 2019, Ms. or an authorized user of the Expedia account booked two one night hotel rooms at the *** Cedar City, arriving on June 14, 2019 and checking out on June 15, 2019; via itinerary ***. A confirmation email was emailed on June 14, 2019, it was opened on June 14, 2019 and reviewed seven times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 14, 2019, Ms. called in to cancel the reservation because of the poor quality of the hotel. She advised the room description was not the same as it was on Expedia website. Our representative tried to call the hotel but the front desk was unreachable. Ms. request to speak to a supervisor for further assistance. After serval attempts the hotel was reached and they advised they could not authorize a refund for the reservation due to the reservation being inside of 24 hours. They advised that they advised Ms. of the same when they spoke with her. On June 15, 2019, Ms. called asking for a refund. Our representative reviewed the account and it is noted that the hotel manager previously denied the request. Our representative advised Ms. that Expedia cannot provide any refund without the approval of the hotel and explained the policy and Ms. was not happy.
After further review of the reservation Expedia concludes that itinerary *** was booked as a non-refundable reservation and the *** Cedar City will not authorize a refund for the reservation based on their policy.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, airlines, and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
Additionally, Expedia’s Terms of Use, which Ms. agreed to at the time of booking, expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above Expedia is not able to refund Ms. for the reservation. As a gesture of goodwill based on Ms. experience Expedia has applied a $200.00 hotel voucher to her Expedia account. The voucher can be used for a ‘pay now hotel” or a “pay now hotel and flight” booking. The voucher is valid for anyone who books while being logged into Ms. account, the voucher expires on July 31, 2020.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Expedia cancelled my flight booking to Frankfurt Germany without informing me. I found out when trying to check in to my flight yesterday. After five hours on the phone and repeated hangups for which I was blamed, Expedia was unable to give me a reason except that I was responsible because I selected a flight using a budget carrier. I was elevated several times to the "corporate level".
I note the exact flight itinerary using *** and *** was available at the time I was calling, just at 2.5x the cost of my original booking. I suspect I received too good of a deal and my flight was not booked, hence my itinerary cancelled.
Expedia.com Response
• Jun 24, 2019
June 24, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: -***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint # ***) regarding a refund request for an airline ticket.
On May 4, 2019, Mr. self-booked an airline reservation with via itinerary ***. We understand from the complaint that on May 14, 2019, Mr. found that his reservation was cancelled when attempting to check-in. Mr. is requesting that Expedia refund him the amount he paid for the ticket of $859.98.
Upon receiving the customer’s complaint we reviewed the customer’s session when he completed the reservation online. I have attached screenshots of what Mr. was actually shown regarding the low cost carrier. Since no ticket number was created then the customer’s transaction should have fallen off his account and the funds returned to Mr.. Expedia does not have access to low cost carrier reservations and is unable to change or cancel any reservations from low cost carriers. If the airline has not provided a refund, please contact the airline directly since this is a low cost carrier booking.
I have attached a copy of the Terms of Use which Mr. or an authorized user accepted when the booking was made.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Mr. encountered in resolving this matter. If Mr. has any additional questions they may contact Expedia Customer Support
Sincerely,
Daniel A
Corporate Correspondence Team
1-800-397-3342
Expedia.com Response
• Jul 03, 2019
July 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***).
We have again reviewed Mr.’s complaint in which he asked for a refund. Mr. wrote “I also wish myself and/or the *** to be reimbursed for the reservation”. As previously mentioned, there will be no refund. If Mr. booked a hotel on a different itinerary he may contact Expedia if he has any questions. Mr. goes on to ask that Expedia change a portion on our site which mentions “Ticketing in progress. No need to call to confirm” after someone books a flight. While we thank the customer for the feedback, Expedia commonly reviews the information and will make changes as it sees necessary. On my last response I attached a screenshot showing what the customer was actually shown. See attachment. I previously provided the liability disclaimer which mentions Expedia’s policy.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Corporate Correspondence Team
Customer Response
• Jul 08, 2019
Complaint: ***
I am rejecting this response because others on the Revdex.com site have also been confused by the "ticketing in progress. No need to call". Unfortunately that only works if Expedia books a ticket that the airline will honor. Please see Revdex.com messages. The message is misleading if the airline refuses to book the travel, or if as others have noted on the website, partially booked the travel. It is easy for Expedia to modify that first sentence and send a follow-up reminder message to have customers verify that they have received booking or include a calendar entry to verify the flight information. Based on my experience and oithers on the Revdex.com site, this is an issue.Also, five hours on the phone with promises to be connected with a specialist is poor phone service. There also appears to be a policy, noted by myself and others, to disconnect customers to make them go away.
On April 10, 2019, I booked a package trip including two plane tickets and hotel room. At the time, it was not advertised on Expedia's site that the hotel was undergoing heavy construction and that half the hotel's amenities would be closed. Those amenities are the primary reason this hotel was chosen.
I called Expedia to try and get the hotel changed on 6/14 and was hung up on after 45 minutes. I called back and after being on hold for 30 minutes was told that the "hotel line was just ringing and ringing". The Expedia rep said he would have to "open a customer support case".
I received an email the morning of 6/15 stating that they had denied my request for a cancellation (which I never asked for, I simply wanted to change hotels.) Since that email had no contact information to follow up on the case, I called back in to Expedia on 6/15 and asked to speak to someone who could help me. I was told that she would have to call the property to confirm. When she came back on, she again denied by request to change hotels. I was then told that if I still wasn't happy when we got to the hotel upon check-in, I could call Expedia and ask to be relocated. When I asked for that in writing, I was told I couldn't have it.
To date, Expedia's website still does not indicate that there is heavy construction. The reviews of the hotel over the last several months, both on Expedia's website and on the Hotel's website, are resoundingly negative because of the construction. I would never have booked this hotel had I known that its primary attractions (the pools and restaurants) would be closed.
Expedia.com Response
• Jun 23, 2019
June 23, 2019
Revdex.com
***, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a hotel change or partial refund.
Our records indicate on April 10, 2019 ***, or a person authorized for the account, booked a package for two travelers that included roundtrip flights with ***, traveling from Oakland, CA to Kahului, HI, departing on June 24, 2019 and returning on June 30, 2019. The package also included six nights with the ***, checking in on June 24, 2019.
At the time of booking, the hotel’s cancellation policy for the reservation selected was provided and accepted. It advised that the reservation was nonrefundable with no changes allowed.
Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The travel supplier provides their own details, as well as the terms and conditions for the items purchased. The content provided on the website from the hotel includes:
Renovations & Closures
The property will be renovating from 01 March 2019 to 15 December 2019 (completion date subject to change). The following areas are affected:
•Exterior
•Lobby
•Swimming pool
•One of the swimming pools
•Select guestrooms
Our customer contacted us after booking requesting to change the hotel reservation to a different property. We contacted the *** to advocate on the customer’s behalf, however a waiver was not available.
Based on our review, we will not be able to change the reservation or provide compensation in this case.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
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
Tell us why here...
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
Tell us why here...
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 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.
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.
“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.
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.
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
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 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.
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.
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.
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.
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.
On May 27, 2019 a flight I booked through Expedia from Portland, OR to Pendleton, OR was canceled 2 hours before scheduled takeoff. There was no flight until the following night. The airline said I had to request my refund from Expedia. I called Expedia several days later and was told to call back because "the system" was being upgraded. I called three days later. Again, "the system" was being upgraded and I was told to call again after a few hours. I called again today, approximately 24 hours later -- plenty of time to upgrade the system! -- but yet again, "the system" was being upgraded. Each call required approximately 6 minutes of going through the menu and waiting on hold just to reach some poor agent who was responsible for telling me why I couldn't get my refund just now. Then several minutes of trying to get the agent to explain the preposterous situation. Funny how Expedia's system is never being upgraded when it's time to take my money. It has taken a lot of my money -- tens of thousands of dollars -- over the years. I am going to call again in a few hours for my refund. I am fully convinced at this point that the company is hoping consumers just give up. They make refunding money difficult in order to effectively rob ordinary consumers of their cash by wearing them out.
Expedia.com Response
• Jun 17, 2019
June 17, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
***, or a person authorized for the account, booked a one way flight with Boutique Air for travel from Portland, OR to Pendleton, OR, on May 27, 2019.
Our records show that the refund was processed on June 12, 2019. The refund will be received from the airline. The refund timeframe varies based on the processing time of the airline and credit card company.
We apologize for any inconvenience experienced. Expedia takes customer requests seriously and are disheartened to hear in this case the customer did not receive the standard of service we strive to provide.
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 17, 2019
Complaint: ***
I am rejecting this response because: The airline did not refund the ticket. The refund had to come from Expedia. I made my fourth phone call to Expedia last week on June 13 or June 14. This time the system was up and running. I was on the phone for 53 minutes as the agent kindly worked on getting me the $67 refund for the flight that had been canceled by the airline. At the end of the phone call the agent said my refund had been processed and would appear as a credit in my credit card account in . . . SIX OR SEVEN WEEKS. Let me repeat -- four phone calls, almost an hour on the phone, a credit for a canceled flight in SIX OR SEVEN WEEKS? If Expedia happily takes my money in six or seven seconds, why does it need SIX OR SEVEN WEEKS to return it?
There is no reason for this and there is no excuse for it. The apology offered by the company was incorrect, insincere, and totally inadequate. Yes, the refund has now been processed but it will not be in my hands for almost two more months. Stunningly bad business practice.
I paid Expedia for a hotel booking....my clothes were ruined and my room had a water leak as well as multiple issues.
I have contacted both Expedia and *** a total of 23 times via email...*** is telling me that they are sorry...but Expedia charged my credit card so I need to contact Expedia....
Expedia is telling me that I need to contact ***...
Expedia is the company that charged my credit card... and my credit card shows their info as the billing party
I have a full link to to the photos and videos documenting my complaint
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 Mr. ***, Revdex.com case number *** regarding a full refund and compensation for a pair of pants.
Our records indicate that on May 25, 2019, Mr., or an authorized user of the Expedia account, booked a two night hotel stay at *** by *** Baltimore Downtown, Maryland; via itinerary ***. A confirmation email was emailed on May 25, 2019, it was first opened on June 12, 2019 and reviewed once. Upon receipt of Mr.’s complaint, we researched the issues brought to our attention. From May 27, 2019 through June 14, 2019 there were multiple email communications between Mr. and Expedia in regards to the refund for the hotel reservation. On June 1, 2019, Mr. called in saying that he will dispute the charge for the hotel and advised he wants a full refund. He claims his clothes were damaged by the ice machine. Our representative called the hotel and the call was on hold too long, the call went to voice mail and there was no manager available. On June 12, 2019, Mr. called in to check on the refund status. Mr. he has been following up with this reservation for very long time and no proper details have been given. Our representative checked and found this is a past date reservation and as per the previous agent the hotel has already been called. The hotel manager was not available and asked Expedia to call back tomorrow at 8am in following morning. After review of the previous email case there was no approval of a refund from the ***. Our representative advised Mr. that Expedia will need to get in touch with the hotel manager for a refund authorization. Upon calling the hotel the manager would not be available until 8am tomorrow. Mr. states he has numerous emails from Expedia and from *** with contradictions regarding the refund. He stated the *** approved the refund and Expedia is not accepting responsibility of issuing the refund. Our representative advised Mr. that due to system issues the refund could not be processed at the current time.
After further review on June 18, 2019, Expedia has been able to verify that on June 13, 2019 a refund was issued for $293.06 to *** ending ***; 5220 Expedia Reward points was returned to the customer account. The refund will appear on the account within three to seven business days from the date it was processed, a refund receipt was emailed on June 13, 2019 for Mr. record.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this
In addition, at the time of completing her booking on our website, Mr.’s 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.
May we suggest if Mr. has any questions and or concerns regarding to compensation for his clothing articles that he speak directly with the ***.
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
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 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.
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.
We booked a hotel advertised on Expedia. When we arrived the hotel looked nothing like the pictures. The hotel was not clean, had a dank smell and had stains and dings all over the room as well as a hole in the bathroom door. When we told the hotel staff that the room looked nothing like advertised they told us they had select upgraded rooms and they had no more of those available. We told them this was false advertising and requested a refund. They denied the request and told us we had to book a deluxe room for which there was no option. We told them that they falsely advertised and again requested a refund. They denied once again. We left the hotel to drive home for 4 hours, inconvenienced, and called expedia to request a refund. Expedia told us that all they could do was request a refund from the hotel. We told them of the false advertising which they were not at all concerned for. Expedia told us we only had 1 option and that was if the hotel would refund the money due to their cancellation policy. We told them it wasn't concerning cancellation and it was in regards to service failure and an unacceptable room option with false advertising. Expedia contacted the hotel and the hotel denied the return. Expedia then notified us and after multiple calls nothing has been addressed by expedia and nothing has been refunded. On top of all of our inconveniences, expedia has had a terrible customer service experience, they have representatives that are rude and uncooperative. Their representatives have to follow obscure procedures and can't address the actual issues. Expedia has supported this terrible hotel in its false advertising policies. Another complaint is expedia's terrible telephone system. They have a customer callback option that puts you on a second extended delay hold. Why do I want a customer callback to be on another 10+ minute hold when I could have just held for the expected 30 minutes in the first place. What a terrible experience!
June 19, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for $167.64 and an apology.Our records indicate, on June 14, 2019, Ms. or an authorized user of the Expedia account booked two one night hotel rooms at the *** Cedar City, arriving on June 14, 2019 and checking out on June 15, 2019; via itinerary ***. A confirmation email was emailed on June 14, 2019, it was opened on June 14, 2019 and reviewed seven times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 14, 2019, Ms. called in to cancel the reservation because of the poor quality of the hotel. She advised the room description was not the same as it was on Expedia website. Our representative tried to call the hotel but the front desk was unreachable. Ms. request to speak to a supervisor for further assistance. After serval attempts the hotel was reached and they advised they could not authorize a refund for the reservation due to the reservation being inside of 24 hours. They advised that they advised Ms. of the same when they spoke with her. On June 15, 2019, Ms. called asking for a refund. Our representative reviewed the account and it is noted that the hotel manager previously denied the request. Our representative advised Ms. that Expedia cannot provide any refund without the approval of the hotel and explained the policy and Ms. was not happy.
After further review of the reservation Expedia concludes that itinerary *** was booked as a non-refundable reservation and the *** Cedar City will not authorize a refund for the reservation based on their policy.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, airlines, and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
Additionally, Expedia’s Terms of Use, which Ms. agreed to at the time of booking, expressly state:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above Expedia is not able to refund Ms. for the reservation. As a gesture of goodwill based on Ms. experience Expedia has applied a $200.00 hotel voucher to her Expedia account. The voucher can be used for a ‘pay now hotel” or a “pay now hotel and flight” booking. The voucher is valid for anyone who books while being logged into Ms. account, the voucher expires on July 31, 2020.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Expedia cancelled my flight booking to Frankfurt Germany without informing me. I found out when trying to check in to my flight yesterday. After five hours on the phone and repeated hangups for which I was blamed, Expedia was unable to give me a reason except that I was responsible because I selected a flight using a budget carrier. I was elevated several times to the "corporate level".
I note the exact flight itinerary using *** and *** was available at the time I was calling, just at 2.5x the cost of my original booking. I suspect I received too good of a deal and my flight was not booked, hence my itinerary cancelled.
June 24, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: -***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com complaint # ***) regarding a refund request for an airline ticket.
On May 4, 2019, Mr. self-booked an airline reservation with via itinerary ***. We understand from the complaint that on May 14, 2019, Mr. found that his reservation was cancelled when attempting to check-in. Mr. is requesting that Expedia refund him the amount he paid for the ticket of $859.98.
Upon receiving the customer’s complaint we reviewed the customer’s session when he completed the reservation online. I have attached screenshots of what Mr. was actually shown regarding the low cost carrier. Since no ticket number was created then the customer’s transaction should have fallen off his account and the funds returned to Mr.. Expedia does not have access to low cost carrier reservations and is unable to change or cancel any reservations from low cost carriers. If the airline has not provided a refund, please contact the airline directly since this is a low cost carrier booking.
I have attached a copy of the Terms of Use which Mr. or an authorized user accepted when the booking was made.
SUPPLIER RULES AND RESTRICTIONS
You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Mr. encountered in resolving this matter. If Mr. has any additional questions they may contact Expedia Customer Support
Sincerely,
Daniel A
Corporate Correspondence Team
1-800-397-3342
July 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer rebuttal from ***. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***).
We have again reviewed Mr.’s complaint in which he asked for a refund. Mr. wrote “I also wish myself and/or the *** to be reimbursed for the reservation”. As previously mentioned, there will be no refund. If Mr. booked a hotel on a different itinerary he may contact Expedia if he has any questions. Mr. goes on to ask that Expedia change a portion on our site which mentions “Ticketing in progress. No need to call to confirm” after someone books a flight. While we thank the customer for the feedback, Expedia commonly reviews the information and will make changes as it sees necessary. On my last response I attached a screenshot showing what the customer was actually shown. See attachment. I previously provided the liability disclaimer which mentions Expedia’s policy.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because others on the Revdex.com site have also been confused by the "ticketing in progress. No need to call". Unfortunately that only works if Expedia books a ticket that the airline will honor. Please see Revdex.com messages. The message is misleading if the airline refuses to book the travel, or if as others have noted on the website, partially booked the travel. It is easy for Expedia to modify that first sentence and send a follow-up reminder message to have customers verify that they have received booking or include a calendar entry to verify the flight information. Based on my experience and oithers on the Revdex.com site, this is an issue.Also, five hours on the phone with promises to be connected with a specialist is poor phone service. There also appears to be a policy, noted by myself and others, to disconnect customers to make them go away.
Sincerely
On April 10, 2019, I booked a package trip including two plane tickets and hotel room. At the time, it was not advertised on Expedia's site that the hotel was undergoing heavy construction and that half the hotel's amenities would be closed. Those amenities are the primary reason this hotel was chosen.
I called Expedia to try and get the hotel changed on 6/14 and was hung up on after 45 minutes. I called back and after being on hold for 30 minutes was told that the "hotel line was just ringing and ringing". The Expedia rep said he would have to "open a customer support case".
I received an email the morning of 6/15 stating that they had denied my request for a cancellation (which I never asked for, I simply wanted to change hotels.) Since that email had no contact information to follow up on the case, I called back in to Expedia on 6/15 and asked to speak to someone who could help me. I was told that she would have to call the property to confirm. When she came back on, she again denied by request to change hotels. I was then told that if I still wasn't happy when we got to the hotel upon check-in, I could call Expedia and ask to be relocated. When I asked for that in writing, I was told I couldn't have it.
To date, Expedia's website still does not indicate that there is heavy construction. The reviews of the hotel over the last several months, both on Expedia's website and on the Hotel's website, are resoundingly negative because of the construction. I would never have booked this hotel had I known that its primary attractions (the pools and restaurants) would be closed.
June 23, 2019
Revdex.com
***, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a hotel change or partial refund.
Our records indicate on April 10, 2019 ***, or a person authorized for the account, booked a package for two travelers that included roundtrip flights with ***, traveling from Oakland, CA to Kahului, HI, departing on June 24, 2019 and returning on June 30, 2019. The package also included six nights with the ***, checking in on June 24, 2019.
At the time of booking, the hotel’s cancellation policy for the reservation selected was provided and accepted. It advised that the reservation was nonrefundable with no changes allowed.
Expedia offers items from travel suppliers such as airlines, hotels and rental car agencies. The travel supplier provides their own details, as well as the terms and conditions for the items purchased. The content provided on the website from the hotel includes:
Renovations & Closures
The property will be renovating from 01 March 2019 to 15 December 2019 (completion date subject to change). The following areas are affected:
•Exterior
•Lobby
•Swimming pool
•One of the swimming pools
•Select guestrooms
Our customer contacted us after booking requesting to change the hotel reservation to a different property. We contacted the *** to advocate on the customer’s behalf, however a waiver was not available.
Based on our review, we will not be able to change the reservation or provide compensation in this case.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
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 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
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
“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
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
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
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 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
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
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
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
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
On May 27, 2019 a flight I booked through Expedia from Portland, OR to Pendleton, OR was canceled 2 hours before scheduled takeoff. There was no flight until the following night. The airline said I had to request my refund from Expedia. I called Expedia several days later and was told to call back because "the system" was being upgraded. I called three days later. Again, "the system" was being upgraded and I was told to call again after a few hours. I called again today, approximately 24 hours later -- plenty of time to upgrade the system! -- but yet again, "the system" was being upgraded. Each call required approximately 6 minutes of going through the menu and waiting on hold just to reach some poor agent who was responsible for telling me why I couldn't get my refund just now. Then several minutes of trying to get the agent to explain the preposterous situation. Funny how Expedia's system is never being upgraded when it's time to take my money. It has taken a lot of my money -- tens of thousands of dollars -- over the years. I am going to call again in a few hours for my refund. I am fully convinced at this point that the company is hoping consumers just give up. They make refunding money difficult in order to effectively rob ordinary consumers of their cash by wearing them out.
June 17, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight. We understand *** is requesting a refund.
***, or a person authorized for the account, booked a one way flight with Boutique Air for travel from Portland, OR to Pendleton, OR, on May 27, 2019.
Our records show that the refund was processed on June 12, 2019. The refund will be received from the airline. The refund timeframe varies based on the processing time of the airline and credit card company.
We apologize for any inconvenience experienced. Expedia takes customer requests seriously and are disheartened to hear in this case the customer did not receive the standard of service we strive to provide.
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: The airline did not refund the ticket. The refund had to come from Expedia. I made my fourth phone call to Expedia last week on June 13 or June 14. This time the system was up and running. I was on the phone for 53 minutes as the agent kindly worked on getting me the $67 refund for the flight that had been canceled by the airline. At the end of the phone call the agent said my refund had been processed and would appear as a credit in my credit card account in . . . SIX OR SEVEN WEEKS. Let me repeat -- four phone calls, almost an hour on the phone, a credit for a canceled flight in SIX OR SEVEN WEEKS? If Expedia happily takes my money in six or seven seconds, why does it need SIX OR SEVEN WEEKS to return it?
There is no reason for this and there is no excuse for it. The apology offered by the company was incorrect, insincere, and totally inadequate. Yes, the refund has now been processed but it will not be in my hands for almost two more months. Stunningly bad business practice.
Sincerely
I paid Expedia for a hotel booking....my clothes were ruined and my room had a water leak as well as multiple issues.
I have contacted both Expedia and *** a total of 23 times via email...*** is telling me that they are sorry...but Expedia charged my credit card so I need to contact Expedia....
Expedia is telling me that I need to contact ***...
Expedia is the company that charged my credit card... and my credit card shows their info as the billing party
I have a full link to to the photos and videos documenting my complaint
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 Mr. ***, Revdex.com case number *** regarding a full refund and compensation for a pair of pants.
Our records indicate that on May 25, 2019, Mr., or an authorized user of the Expedia account, booked a two night hotel stay at *** by *** Baltimore Downtown, Maryland; via itinerary ***. A confirmation email was emailed on May 25, 2019, it was first opened on June 12, 2019 and reviewed once. Upon receipt of Mr.’s complaint, we researched the issues brought to our attention. From May 27, 2019 through June 14, 2019 there were multiple email communications between Mr. and Expedia in regards to the refund for the hotel reservation. On June 1, 2019, Mr. called in saying that he will dispute the charge for the hotel and advised he wants a full refund. He claims his clothes were damaged by the ice machine. Our representative called the hotel and the call was on hold too long, the call went to voice mail and there was no manager available. On June 12, 2019, Mr. called in to check on the refund status. Mr. he has been following up with this reservation for very long time and no proper details have been given. Our representative checked and found this is a past date reservation and as per the previous agent the hotel has already been called. The hotel manager was not available and asked Expedia to call back tomorrow at 8am in following morning. After review of the previous email case there was no approval of a refund from the ***. Our representative advised Mr. that Expedia will need to get in touch with the hotel manager for a refund authorization. Upon calling the hotel the manager would not be available until 8am tomorrow. Mr. states he has numerous emails from Expedia and from *** with contradictions regarding the refund. He stated the *** approved the refund and Expedia is not accepting responsibility of issuing the refund. Our representative advised Mr. that due to system issues the refund could not be processed at the current time.
After further review on June 18, 2019, Expedia has been able to verify that on June 13, 2019 a refund was issued for $293.06 to *** ending ***; 5220 Expedia Reward points was returned to the customer account. The refund will appear on the account within three to seven business days from the date it was processed, a refund receipt was emailed on June 13, 2019 for Mr. record.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this
In addition, at the time of completing her booking on our website, Mr.’s 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.
May we suggest if Mr. has any questions and or concerns regarding to compensation for his clothing articles that he speak directly with the ***.
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
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
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
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