I purchased a surprised airline ticket for wife to visit her mother in Wichita Falls, TX after a successful year in school. Knowing that issues will arise I purchased the cancellation insurance for $28. My wife is also retired army and has worked hard in college so I really wanted to make her wish come true. I found out that her college courses did not end until after the 6th of June 2019 so I cancelled the flight with Expedia the next day after booking expecting to be fully refunded by Expedia and not by a second or third party company with intent of stealing consumers hard earned money. I submitted my request for refund to travel guard but was denied. In America there was a time when consumers could return goods and services and receive a fully refund, but now companies just take from consumer.by
Expedia.com Response
• Jun 18, 2019
June 18, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a full refund.
Our records indicate that on May 15, 2019, Ms., or an authorized user of the Expedia account, booked a round trip flight departing June6, 2019 from Greenville, SC to Wichita Falls, TX and returning on June 16, 2019 from Wichita Falls, TX to Greenville, SC; via ***. A confirmation email was sent to the email address on the Expedia account on was opened on May 16, 2019 and reviewed once.
Upon receipt of Ms.’s complaint, we researched the issues brought to our attention. On May 16, 2019, Ms. called to cancel the reservation. Our representative advised the fare was a basic economy fare and was not refundable. Ms. was given the insurance details and Ms. asked for a supervisor. The call was taken over by a supervisor. Our supervisor explained the policies and the insurance process. Ms. was not ok with submitting the claim with ***. Our representative advised Ms. of the terms and conditions of the insurance and advised she would need to file a claim with ***.
After further review on June 18, 2019, Expedia has been able to verify *** Airlines fare rules for the ticket that was purchased. The *** Airlines rules state the ticket is non-refundable and cannot be changed. Since the Cancellation Plan was purchased with the airline ticket a claim would need to be filed with ***.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above, Expedia is not able to honor the request for a refund. If we may suggest a claim should be filed with *** and they will determine the validity of the claim and advise. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
I saw a link for Expedia.com when I searched tickets from LAX to Yerevan, Armenia. One of the links was to Expedia.com, which adverted prices “starting from $206.” My dates are flexible so I must’ve tried. 100+ different date combinations and nothing came up even close to that price. When I called customer support they said that without a specific date range they are unable to look up flight prices.
As a customer, how can I go about having them honor a price, or even come close to what they are advertising when the customer service rep, and her supervisor were unable to tell me any given date when that price of the ticket would even come close to the advertised price.
I have a screen shot of what I am describing above. Please help.
Expedia.com Response
• Jun 19, 2019
June 19, 2019
Revdex.com
Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding a
flight booking.
Our records
indicate that Ms. email address and phone number are not associated
with an account with Expedia. On June 18, 2019, we reached out to Ms.
via phone to inquire of additional information, but were unable to reach her.
We
regret Ms. experience was not as we would have hoped and would like
to assist her further by reviewing flight availability on Expedia’s website
with her. Regrettably, as Expedia is a third-party intermediary and does not
own or operate any airlines, we are unable to guarantee ticket prices until a
reservation is confirmed. The prices listed on our website at the time of
booking are the lowest available for the selected route and dates.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• Jun 19, 2019
I was at work when they called and the voice mail said that they will reach out to me again.
I understand that the prices change but the price that was being advertised is so off from what their website is offering. I asked them to show me ANY route any airline on any given day when the price is even closed to what it is being advertised.
I am just curious as to what explanation they have as far as offering such a low price that's not at all close to what they actually offer.
During a recent online booking using my cell phone, I accidentally selected an incorrect return flight on a roundtrip ticket.
The ticket was an "expedia deal" but as always, I was prompted to purchase the "trip insurance" for peace of mind and in the event of any changes.
I noticed the mistake almost immediately after receiving confirmation that payment had been taken from my account. I waited on hold for 13 minutes to speak with a rep only to be told that the "best options" was to take my inbound ticket and lose the return flight..and to purchase a new one as a complete different purchase. So I paid $419 for a roundtrip...with his suggestion of the "best option" I was to pay an additional $400+ for a one-way return flight..for a total of $800+...I don't normally use sites like Expedia...only giving them a one star because less is not an option. I had to cancel my entire flight...then to find out that I may submit a claim for a "possible" refund. This will be the last time they get any $ from me. Total scam...I have submitted a claim for a "possible" refund..the expected time of response is 10-15 working days...
My sister did not have the funds to attend a ceremony in my honor of 20 years of military service..she is till not attending..and now I am also out of $430...I "possibly" donated $30 for a fraud insurance from Expedia...and $419 to whomever.
DONT purchase the insurance!!! You are only guaranteed a "possible" refund anyways
I bought Expedia's refund policy in case I needed to cancel or change my flight. My experience cancelling my flight and receiving a refund was terrible. I was on hold for around 30 minutes initially trying to change my flight, when the agent told me I was only able to cancel my flight and purchase a brand new trip on my own. I proceeded to cancel with my current flight and was given the number to the insurance company to receive a refund. Called the insurance company and was given a website to submit my claim which required me to submit 6 different forms. Total waste of time and effort. The point of buying a refund is to cancel it easily with no problems/hassle. Why do I need to submit a claim explaining why I'm cancelling, on top of uploading and taking picture of proof of itinerary, policy numbers, and etc if I bought flight insurance already? Doesn't make sense at all. Just submitted my claim after 2 hours of nonsense and won't be expecting a refund for 10 to 15 business days. Please fix your infrastructure Expedia. Will never use your site or buy from you ever again.
Have a nice day
Absolutely terrible...I will NEVER use Expedia again. I made hotel reservations for a stay and needed to cancel due to a death in the family. I did not notice the “non-refundable” policy and made numerous attempts to contact both Expedia and the hotels for which my stay was to be at. Was denied and told that it was my fault and next time I should read the fine print more carefully. They could’ve even make an exception for a family emergency. NEVER, NEVER using Expedia again. Super upset and disappointed. I am out over $400 and they and the hotel are going to double up on monies from myself and whomever comes in a books a room that I gave up!
I have booked multiple “bundle packages” with Expedia & never had an issue until now.... I booked a trip to Cancun Mexico and there was a glitch in the Expedia website where it booked TWO of the same ONE way plane tickets. How is that even possible? I called right away wanted to cancel it. I was able to cancel the flight and the shuttle but not the hotel. I spoke with Expedia and told them situation and how there was a GLITCH in their system. On the “Bundle packages” page there isn’t even an option to book a one way ticket let alone TWO of the same one way tickets with a “Bundle & Save package”, once again, how is that even possible? Expedia even agreed with me on that. Ive called multiple times to Expedia all within 24 hours and 5 different people told me that they can’t even get in contact with the hotel! So because of that Expedia doesn’t want to refund me my hotel cost and I needed to wait 3 days for them to “look” into further. I’ve been a LONG time customer with Expedia and their loyalty has let me down.. Please help me get my Hotel refund.
Expedia.com Response
• Jun 20, 2019
June 20, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a package reservation.
Our records indicate that on June 7,
2019, Ms., or an authorized user of her Expedia account,
self-booked a package reservation for five
passengers using Expedia’s website, under itinerary ***. The package
included two duplicate one-way fare flights, hotel accommodations, and
roundtrip transportation between the airport and hotel. The flight bookings
were with *** Air Lines from Cancun, Quintana Roo, Mexico to Chicago, IL,
USA, departing on August 23, 2019. The hotel accommodations were for three
non-refundable rooms with the *** – All Inclusive –
Adults Only, Playa del Carmen, Quintana Roo, Mexico for a check in on August
18, 2019, and a check out on August 23, 2019.
The transportation reservation was with ***: Cancun Airport,
Mexico for all 5 passengers. The total cost of the reservation was $4723.59
($2347.40 for the flights, $2222.19 for the hotel and $154.00 for the shuttle).
We understand Ms. is requesting a full refund of this
reservation.
We can confirm Ms.
contacted Expedia regarding the issues with her booking, and on June 8, 2019, a
full refund of the flight and transportation portions of the package were
issued, in the total amount of $2501.40. Additionally, on June 19, 2019,
Expedia issued a full refund of the hotel portion, in the amount of $2222.19.
We can verify all charges for this itinerary have been refunded back to the
customer’s original form of payment. The time it takes a refund to reflect in
the customer’s account depends on their banking institution, usually within
three to five business days.
We regret Ms.’s experience was not as we would
have hoped, and any subsequent inconvenience caused. Expedia welcomes customer
feedback in our ongoing effort to improve upon the customer experience.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• 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’m blown away with this company. I booked a trip and purchase the insurance. However on the itinerary to days after booking I noticed it had me leaving the definition that I was supposed to arrive at so everything was swapped around basically I’ve called to try to fix it and they will not refund any of my money. Remember I have the insurance no they don’t care. I have to have a death or I’ll. So I guess I’ll have to call in 60 days right before we leave and say I’m sick. I’ve been on the phone for hours and hours trying to explain that there must’ve been a glitch in the system and to please change it. They don’t give a ***. They were just transfer me to the next person I didn’t give a ***.
I had booked a flight and car rental from Louisville, KY to Newark, NJ for my family. The flight was on 6/10/19 to arrive in Newark that evening and to collect my car rental the same day. I received a text message in the afternoon to say my flight had been canceled due to an incident at Newark. I canceled my flight and booked a new flight for the following day through another airline. I then tried to change my pick up time for my car rental. I spoke with Sherrie and gave her my confirmation number. After being put on hold several times (over 35 minutes!) she told me she couldn't help me because their system was down! All I wanted to do was change my pick up time because we were now arriving a day later (through no fault of our own). She finally told me that I should just cancel everything. This was not a solution and I am now having to pay over the top for a last minute booking. Extremely disappointed that such a company could not fix this kind of issue. I will not recommend using Expedia again as they showed no interest in customer satisfaction.
On May 6, 2019, I booked a round trip ticket through Expedia.com for travel from Phoenix, AZ to Memphis, TN. The ticket was booked for a my brother-in-law who was to travel between the two locations to occur May 9 to May 11, 2019. My brother-in-law was going to see his father who was in ICU with a grave prognosis. After booking the ticket, my brother-in-law informed he wanted to arrive sooner than May 9th as he did not think his father would survive that long. After checking ticket prices through Expedia online, I noted the price of tickets departing a day earlier (May 8th) were the same price I paid for the existing ticket. I subsequently reached out to Expedia via telephone on May 7th to explain the matter and ask if the day of travel could be modified to depart on May 8th given the ticket prices were identical and the nature of the travel. Expedia informed I would need to contact *** airlines, the airline company through which travel would occur, and request the ticket modification as Expedia has a no refund policy for the ticket, but *** would be able to modify. I reached out to *** and explained the matter to them, however, since the payment was made to Expedia for a "bulk rate ticket" (per ***), there was nothing *** could do. I again reached out to Expedia and was informed I could book another ticket for the same price to depart on May 8, 2019, as desired, and submit a letter in writing to *** citing extenuating circumstances. *** would review the information and provide a credit to my account if the information was valid (per Expedia). This sounded fishy, but I consented to receive the information and review it. My ticket was subsequently cancelled through Expedia after calling back to inform we would leave the reservation as is for departure on May 9, 2019. Fortunately, I was able to secure a flight directly through *** who worked to make this experience right. My father-in-law subsequently succumbed to his illness and died.
Expedia.com Response
• Jun 19, 2019
June
19, 2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re:
Expedia Case #: ***
Dear
Revdex.com,
Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mrs. *** (Revdex.com case
number ***) regarding a refund request of $427.25.
Our records indicate that on May 6, 2019, Mrs.
***, or an authorized user of her Expedia account, self-booked a nonrefundable
flight reservation using Expedia’s website, under itinerary ***. The reservation was for traveler ***.
*** with *** Air Lines from Phoenix, AZ to Memphis, TN, departing on May
9, 2019, for the total cost of $427.25. The ticket was for an Expedia Bargain
Fare.
Restrictive fares such a “Bargain” are different
from “Main” Economy fares. These fares are usually available at a significantly
lower cost and have more restrictions, such as being non-refundable, non-changeable,
and being subject to additional charges for checked bags and seating
selections.
Upon further review, we can confirm Mrs.
called Expedia on May 7, 2019, requesting to cancel the reservation due to extenuating
circumstances. The customer was advised of
and accepted the airline-imposed cancelation rules. After the flight cancelation
was processed, Expedia sent an email advising the customer to send the related
documentation to *** Airlines by fax or email to request a refund. We also advised the refund request is subject
to the airline’s approval.
Expedia
serves a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. We hope you understand we must adhere to the policies dictated
by the vendor.
On June 17, 2019, Expedia reached out to *** Air
Lines to request a refund on the customer’s behalf, and the request was
approved. On June 19, 2019, Expedia processed a full refund in the amount of $427.25, back to the
original form of payment. The time it takes a refund to appear in the
customer’s account depends on their banking institution, usually within three
to five business days.
We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
Customer Response
• Jun 19, 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.
In April, I booked a flight with Expedia. One leg of my trip was a round-trip flight from Amsterdam to Rome. Instead of issuing 3 separate tickets for each of us, 2 tickets were issued for my husband and daughter while I was omitted. I contacted the carrier. They said they could not change it and had to contact Expedia. Expedia said I could repurchase a ticket an fly solo on a different flight instead of with my family trip or book 3 new tickets but they would not reimburse me for all three tickets - even though it was Expedia's error due to a computer glitch. Expedia has only issued a credit for one ticket and the total insurance. And I had to purchase 3 new tickets at an increase in price AND they booked us on a business flight going to Rome, which I did not request. Again, another computer glitch. I have used Expedia for numerous travel matters and this time, I am extremely unhappy with the lack of service for this trip. In addition, it was indicated by your customer service representative that I would also receive a $150 credit, which is nowhere to be found on my Expedia account.
Expedia.com Response
• Jun 17, 2019
June 17, 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 Mrs. ***, Revdex.com case number *** regarding a refund for $1873.95.
Our records indicate that on April 5, 2019, Mrs., or an authorized user of the Expedia account, booked a round trip flight departing on July 6, 2019, from Amsterdam, Netherlands to Rome and returning on July 9, 2019, Italy along with an Avis rental car for three days and the Flight Protection Plan; via itinerary ***. A confirmation email was emailed on April 5, 2019, it was first opened on April 7, 2019 and reviewed six times.
We understand from Mrs.’s complaint that she would like a refund for the cost of her original tickets.Upon receipt of Mrs.’s complaint, we researched the issues brought to our attention. On June 7, 2019, Mrs. called in to change the traveler’s information. Our representative advised per the airline policy the ticket is nontransferable and changes are not permitted. Mrs. *** request to speak with a supervisor. Mrs. needed to change the name of *** to match the passport name ***. Our representative advised we can do changes but when a copy of her passport was requested, she got angry and became abusive and wanted to speak with manager. Mrs. is not comfortable providing the details of her passport information. Mrs. is requesting to fix tickets, says tickets should be for *** 10/09/2004 FEMALE, *** 05/07/72 MALE and *** 08/04/71 FEMALE. Our representative was able to determine the only incorrect ticket is *** that was created for ***. It should have been issued for ***. Per the airline policy name changes are allowed but not complete name changes. Our representative offered to refund $255.01 for the one ticket plus $105.00 for the Travel guard Insurance. Mrs. is unable to decide currently since she doesn't want to refund and then book a new ticket on a different flight. Mrs. will call us back and when she does please honor the $255.01 plus $105.00 refund offer if she accepts. On June 8, 2019, Mrs. called for on-site escalation about the name change. Our representative was able to verify that we were unable to change the name due to airline policies. Mrs. was offered the option to get a refund for the ticket for one traveler and the insurance if she books a new flight for one passenger. Mrs. has booked a new flight for all three travelers since the same flights were not available for rebooking under *** and wants the refund for all the three passengers. Mrs. wants to cancel all three travelers and she wants a refund for all three. Our representative advised we are issuing a refund for one passenger in the amount of $255.01 and the insurance of $105.00. Our representative sent email and Mrs. is unhappy, she stated she will call her bank as she mentioned she is not okay to wait. Our representative cancelled the flights in gds as a loss of value but didn't cancel the car rental. On June 9, 2019, Mrs. is asking for a refund for the flight as the ticket was rebooked and cancelled. Mrs. is asking for update for the itemized receipt she threatened to contact Revdex.com. On June 10, 2019, Expedia emailed customer and itemized receipt. Mrs. reach out to our social media team because she was wanting a full refund due to a name change and claiming a site error at the time of booking. Mrs. is not able to change name due to the airline policy and requested a refund for the incorrect name of one traveler and insurance. Mrs. has booked the new flight for all three passengers, but the same flights are not available for all three passengers under ***. Mrs. wants a refund for all the three passengers as she claims a site error at the time of booking. Mrs. wanted to cancel for all three travelers and told agent to mention that she wants full refund for all three passengers. Our representative has only processed a refund for one passenger $255.01 and cancelled the insurance and refunded $105.00. Our representative advised Mrs. that she has been issued a refund for the insurance $105.00 and a refund of $255.01 for one of the tickets by previous agent along with being issued $50 coupon and $150 coupon.
After further review on June 17, 2019, Expedia has been able to verify on June 8, 2019 two refunds were issued, one in the amount of $105.00 and the other $255.01 to a card ending ***. There was $150.00 vouchers issued to the Expedia which expires July 31, 2020.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 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 TeamTell us why here...
Expedia.com Response
• Jun 17, 2019
June 17, 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 Mrs. ***, Revdex.com case number *** regarding a refund for $1873.95.
Our records indicate that on April 5, 2019, Mrs., or an authorized user of the Expedia account, booked a round trip flight departing on July 6, 2019, from Amsterdam, Netherlands to Rome and returning on July 9, 2019, Italy along with an *** rental car for three days and the Flight Protection Plan; via itinerary ***. A confirmation email was emailed on April 5, 2019, it was first opened on April 7, 2019 and reviewed six times.
We understand from Mrs.’s complaint that she would like a refund for the cost of her original tickets.Upon receipt of Mrs.’s complaint, we researched the issues brought to our attention. On June 7, 2019, Mrs. called in to change the traveler’s information. Our representative advised per the airline policy the ticket is nontransferable and changes are not permitted. Mrs. *** request to speak with a supervisor. Mrs. needed to change the name of *** to match the passport name ***. Our representative advised we can do changes but when a copy of her passport was requested, she got angry and became abusive and wanted to speak with manager. Mrs. is not comfortable providing the details of her passport information. Mrs. is requesting to fix tickets, says tickets should be for *** 10/09/2004 FEMALE, *** 05/07/72 MALE and *** 08/04/71 FEMALE. Our representative was able to determine the only incorrect ticket is 0557315218464 that was created for Steven ***. It should have been issued for ***. Per the airline policy name changes are allowed but not complete name changes. Our representative offered to refund $255.01 for the one ticket plus $105.00 for the *** Insurance. Mrs. is unable to decide currently since she doesn't want to refund and then book a new ticket on a different flight. Mrs. will call us back and when she does please honor the $255.01 plus $105.00 refund offer if she accepts. On June 8, 2019, Mrs. called for on-site escalation about the name change. Our representative was able to verify that we were unable to change the name due to airline policies. Mrs. was offered the option to get a refund for the ticket for one traveler and the insurance if she books a new flight for one passenger. Mrs. has booked a new flight for all three travelers since the same flights were not available for rebooking under *** and wants the refund for all the three passengers. Mrs. wants to cancel all three travelers and she wants a refund for all three. Our representative advised we are issuing a refund for one passenger in the amount of $255.01 and the insurance of $105.00. Our representative sent email and Mrs. is unhappy, she stated she will call her bank as she mentioned she is not okay to wait. Our representative cancelled the flights in gds as a loss of value but didn't cancel the car rental. On June 9, 2019, Mrs. is asking for a refund for the flight as the ticket was rebooked and cancelled. Mrs. is asking for update for the itemized receipt she threatened to contact Revdex.com. On June 10, 2019, Expedia emailed customer and itemized receipt. Mrs. reach out to our social media team because she was wanting a full refund due to a name change and claiming a site error at the time of booking. Mrs. is not able to change name due to the airline policy and requested a refund for the incorrect name of one traveler and insurance. Mrs. has booked the new flight for all three passengers, but the same flights are not available for all three passengers under ***. Mrs. wants a refund for all the three passengers as she claims a site error at the time of booking. Mrs. wanted to cancel for all three travelers and told agent to mention that she wants full refund for all three passengers. Our representative has only processed a refund for one passenger $255.01 and cancelled the insurance and refunded $105.00. Our representative advised Mrs. that she has been issued a refund for the insurance $105.00 and a refund of $255.01 for one of the tickets by previous agent along with being issued $50 coupon and $150 coupon.
After further review on June 17, 2019, Expedia has been able to verify on June 8, 2019 two refunds were issued, one in the amount of $105.00 and the other $255.01 to a card ending ***. There was $150.00 vouchers issued to the Expedia which expires July 31, 2020.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 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 TeamTell us why here...
Purchased 2 tickets from Expedia for a tour at *** stadium at Madrid, Spain on May 29. Tickets did not work when tried scanning at the tour entrance. After further research it was discovered that I need to go to a different location about 6-7km away first to pick up tickets then return again. Nowhere in the description it was listed that one must go to a different location in a foreign country to pick up tickets in the Expedia listing of which I have a screenshot. I ended up paying 50 euros for 2 tickets at the stadium to be able to get in.
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
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 an activity reservation.
Our records indicate that on May 29, 2019, Mr.,
or an authorized user of his Expedia account, self-booked an activity
reservation for two people, under itinerary ***. The booking was for
*** Tour - Open Date Ticket, with a start date of May 29, 2019.
We understand Mr. is requesting a full refund of the reservation in the
amount of $40.21.
We can confirm Mr. sent an email to Expedia on
May 29, 2019, stating that the tickets purchased could not be used at the
location of the event. Mr.
*** asked to cancel the itinerary and receive a refund. Expedia called the vendor to request the
cancellation and refund of the purchased tickets. Unfortunately, the refund request was denied.
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 vendor.
Furthermore, we can confirm Mr. received an email
confirmation of his booking, showing the following vendor instructions:
Redemption instructions:
It is MANDATORY to collect the tickets at Julia Travel office located
at San Nicolás 15. Please, bring your printed voucher for *** Tour and
once we had checked your reservation, we will provide you with a direct access
ticket for *** Tour. IMPORTANT
INFORMATION: If the customers goes directly to *** without first picking
up the tickets from the office, they will not be allowed to attend the tour.
While we regret Mr.’s experience was not as we
would have hoped, based on the information provided above, Expedia is not able
to fulfill his refund request.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• Jun 19, 2019
Complaint: ***
I am rejecting this response because:
Listing in Expedia did not and still does NOT mention anything about third party nor it did disclose the fact that the purchaser needs to go a different location far away for actual event location in a foreign country to obtain the tickets. If there was an appropriate disclosures informing the consumer about the ticket pickup location being different from actual event location at the time of the purchase I would personally not purchased the tickets. Informing the purchaser after they buy the tickets that they have to go a different location is very deceiving and a false advertisement, its no different than bait and switch.
In addition, I will be reporting your advertising practices to Federal Trade Commission and California State Attorney Generals Office.
I booked a trip on the telephone with an agent at Expedia to go overseas. The agent arranged the booking under 2 separate itineraries stating that this was the best deal they could provide. She also booked travel protection for the trip at my request. The trip was going fine until our trip home. We were to fly from Dublin, to London, to Lisbon, to JFK and then to Buffalo. When we checked in at the Dublin airport however, we realized/were informed that our next plane from London to Lisbon only provided us approximately 1 hour layover and because the agent booked it under 2 separate itineraries we had to get our luggage in London, then check-in to get our next boarding passes, re-check our luggage and go through Customs. When we realized we would not make our connecting flight in London we immediately contacted Expedia on *** messenger and asked that they reach out to the airline on our behalf as we had no phone service overseas. They did not do this and instead told us to go ahead and fly to London. The airline (BA) instructed us to contact our next airline (TAP) when we arrived to London. When we got to London *** informed us that since we booked through Expedia, arrangements needed to be handled by them. I called Expedia from the airport information desk and spent 3 hours being transferred until a manager finally informed me our travel protection was only good prior to the trip starting and we had to buy new tickets home (leaving the next day) because the tickets were booked under 2 itineraries. I pointed out that their agent booked it that way but she insisted it was ultimately our fault. So we spent an additional $2,321.06 for new flights home plus booking fee. When we got home I called Expedia and spent 6 hours on the phone and finally spoke to a Lead Supervisor at Corporate. She agreed 1 hour was not enough time for us to get on the plane from London to Lisbon but insisted we should have caught it. She agreed to pay us only $1,000.
Expedia.com Response
• Jun 14, 2019
June 14, 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 Mrs. ***, Revdex.com case number *** regarding a refund for $1321.06.
Our records indicate, on October 30, 2018, an Expedia representative booked Mrs., two separate itineraries, one departing on May 21, 2019 from Buffalo, NY to London, England and returning on May 29, 2019 London, England to Buffalo, NY, via ***. A confirmation email was emailed on October 30, 2018, it was opened and reviewed four times.
The second itinerary *** was also created on October 31, 2018, an Expedia representative booked a combined one-way fare departing on May 26, 2019 from London, England to Dublin, Ireland and returning on May 29, 2019 Dublin, Ireland to London, England to Buffalo, NY; along with a three-car rental with Europcar and the collision Damage Plan. A confirmation email was emailed on October 30, 2018, it was opened and reviewed four times.
Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on May 31, 2019, - Ms. called in to complain about their booking due missing the flight from London to Lisbon. Mrs. was calling for a refund of $2321.06 for a booking they made with an agent due to previous flight that was booked that had a misconnection causing them to be tagged as a no show. Our representative checked the documents and advised the passengers flight was delayed and the connection was missed, and they were labeled as “no shows” by the airline. Our representative called the airline and they advised they can exchange the ticket and waive change fee and no-show fee, total will be $2973.94. Our representative was able to book a new flight in the system for $2321.06 and Ms. agreed to the new itinerary and provided a $100 coupon. The original reservation was booked in October under itinerary *** and *** as a split when it should have been booked as a multiple destination. Advised agent since it was booked in October, we cannot view the call and Ms. agreed to the new booking and was offered a refund of $1000 which she agreed to.
After further investigation Expedia has issued a refund for $1321.06 to card ending ***. A refund receipt has been emailed to the email address on the account. The refund should appear back on the card in three to ten business days. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airways and *** Portugal were the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONS
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.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Jun 14, 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.
Expedia charged me $350.63 for a rental car on 4/14/19 and $90.00 car insurance for that same vehicle on 4/8/19.
When I went to pick up the vehicle on 4/21/19 they did not have the vehicle I wanted. So their sister company *** rented me a vehicle for $331.40.
I called Expedia on 4/21/19 and told them I needed to cancel the car because the vehicle I wanted was not available, they told me they only charge for the vehicle when you bring it back and since I had not picked up the vehicle I would not be charged. That is clearly not true since I was charged on 4/14/19 and I had not even picked up the car. They did refund my $90.00 car rental insurance on 4/29/19 that was associated with the car rental charge that I am complaining about. I currently have a dispute through *** Bank *** concerning this charge.
Customer Response
• Jun 12, 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.
December 5, 2017: I booked a flight (itinerery# *** ) from Seattle to Budapest for January 31st 2018. I even purchased the Total Protection Plan for my flight, though this shouldn't be necessary to receive a refund in this situation.
December 12, 2017: I was notified, by Expedia, that my flight had been cancelled by *** because there was an issue with the ***ecting flight that existed when I booked the flight. This ***ecting flight was no longer available as of December 12th and therefore my flight was cancelled by them.
December 12, 2017 - January 31, 2018: Expedia customer service did not offer a replacement flight and did not return my money. I have called customer service dozens of times and they have always ensured me that I would receive a refund as soon as *** refunded Expedia. Now, as of May 31st 2019, they are refusing to refund me.
Expedia.com Response
• Jun 17, 2019
June 17, 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 refund for $557.74.Our records indicate that on December 5, 2017, Mr. ***, or an authorized user of the Expedia account, booked a one-way flight departing on January 31, 2018 from Seattle, WA, USA to Budapest, Hungary, along with the Total Protection Plan; via itinerary ***. We understand from Mr.’s complaint that he would like a refund for cancelled flight.Upon receipt of Mr.’s complaint, we researched the issues brought to our attention. On December 15, 2018, Expedia received information that the flight from Seattle to Newark was no longer operating and *** did not provide any alternatives. Mr.’s account consisted of numerous communications where he was trying to get his flight changed, and when it could not be changed he was trying to obtain a refund. Because Expedia had no control over the tickets at that time due to the cancellation, Expedia emailed *** on numerous occasions asking to get the flight changed. When the flight could not be changed, we asked for a refund. *** replied to an email in May of 2019 advising they had responded in August of 2018 with a waiver code.Previously, an Attorney General complaint had been received and on June 7, 2019, Expedia reviewed the account in detail and issued a refund for $557.74 for the flight as a goodwill gesture. The refund has been issued to the original form of payment (card ending ***) and the refund should appear with three to seven business days. A refund receipt has also been emailed to the email address on the Expedia account.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
Very bad customer service, they cheated me out of full refund for my trip. Claimed that I only cancel part of the trip and not the whole thing. Refuse to refund my money. I bought plan ticket along with car rental on same transaction then minutes later decided to cancle because the dates do not work for me. It allowed me to cancle and said I canceled successfully. I though it will refund my to my credit card. It only gave me back part of it not all of it. I did not found this until weeks later when I get notifications to check in for flight then when I looked it only refunded me for car rental but not planw ticket. Called in to their customers service was put on hold for 2 hours. Escalated to 3rd tier they say my fault and have follow policy.(pretty much the equivalent of "just following orders" they can see the history/log of me booking trip and canceling it. Why would I only cancel one part of trip something essential like car rental. I would not. Wasted my time and money and defrauded me. I hope they go bakrupt and or get karma and what they deserved.
In February 2019 I purchased plane tickets through Expedia with travel insurance for my husband and I to fly into Texas to see our son, a soldier stationed in Texas for his birthday. May 20th, 2019, he let us know he had been given leave to come home, thereby allowing him to see his entire family vs just the two of us.
I called Expedia to cancel our flight, to be told we had to call the insurance company. I filed the requested documentation to *** and was sent an email June 4th that said our reason for cancelling our flight was not sufficient to be refunded our money or credit our account. They are stealing money!
Expedia.com Response
• Jun 14, 2019
June 14, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on February 1, 2019, Ms., or an authorized user of her account, self-booked an “*** Airlines Basic Economy” flight reservation on Expedia.com, under itinerary ***. Travel is with *** Airlines, departing on July 3, 2019, returning on July 8, 2019, from Tallahassee, Florida to Killeen, Texas. A travel protection plan was purchased with the itinerary. We understand Ms. is requesting a refund of her flight reservation using the purchased travel protection plan.
Upon receipt of the complaint, we can confirm that during the booking path, Ms. was able to view the airline’s policy for the Basic Economy Fare before finalizing the purchase and after the purchase was completed. Furthermore, the following information was provided during your booking and can also be located on your confirmation email:
*** Airlines Basic Economy Fare Rules
o Airline assigns your seats (groups and families may not sit together)
o Bring a carry-on bag
o Pay to check your bags
o Cancellations are not permitted
o Cancellations are permitted within 24 hours of booking. After 24 hours, tickets are nonrefundable.
o Changes are not permitted
o Bring a personal item
o Not eligible for upgrades
o Board in last group
A hyperlink was also provided that allowed Ms. to view the coverage of the purchased travel protection before finalizing the purchase and after the purchase was completed. As *** is the administrator for the travel protection plan that Ms. purchased, Expedia is not in a position to determine coverage or why Ms.s’ claim was denied.
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 were available for review and were agreed to at the time of booking. They state the following:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above, we are unable to honor her refund request, because the funds are not held by Expedia.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Expedia uses deceptive practices to advertise/promote/push hotels on their website, to make the hotels look appealing, when in reality the hotel may be in a bad part of town, in disrepair, etc. This, combined with their strict "no refunds upon booking" policy, leads consumers to be caught in a bait and switch type scenario with no recourse. I booked a hotel using their website on 4/28/19, "The ***" in Vancouver, BC. Expedia made it seem like a "great deal/bargain" and displayed what appeared to be positive reviews. After booking, within under an hour, I happened upon other reviews on non-Expedia sites (e.g. Trip Advisor) and discovered that the hotel is in a bad neighborhood in Vancouver (crime, drugs, etc) and that the hotel had been found to be in disrepair, a bad value, etc. Upon trying to cancel the booking, Expedia ALLOWED me to cancel the insurance policy I had purchased, but did NOT allow me to cancel the booking. I had to call. The phone rep said they would have to look into it. After back and forth with Expedia and the hotel, it was determined the "hotel policy" would not allow cancellation. So which is it? Very confusing. I disputed the charge with Chase/Visa but Expedia came back with THEIR (expedia) policy is non-refundable. Again, which is it? Be warned consumers: Expedia uses deceptive advertising and ratings practices and will trick you into booking a "bargain" which you will not be able to get a refund on, EVEN IF YOU DON'T STAY IN THE HOTEL. I never set foot in the poorly reviewed hotel in a bad neighborhood, but I still paid $111+ to Expedia and the hotel. I will NEVER use Expedia again.
Expedia.com Response
• Jun 14, 2019
June 14, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. Scott *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on April 28, 2019, Mr., or an authorized user of the account, self-booked a hotel reservation on Expedia.com, under itinerary ***. Reservation was for the Hotel at the ***, with a check-in date of May 9, 2019 and a check-out date of May 10, 2019. A travel protection plan was purchased with the itinerary. We understand Mr. is requesting a refund of $111.03 for his unused hotel reservation.
Upon receipt of the complaint, we can confirm that during the booking path, Mr. was able to view the mandated hotel cancellation and change policy before finalizing the purchase and after the purchase was completed. They state the following:
The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
A hyperlink was also provided that allowed Mr. to view the coverage of the purchased travel protection plan prior to confirming the purchase.
Expedia reached out to the Hotel at the *** to advocate on Mr.’s behalf, requesting the approval to refund the unused hotel reservation. Regrettably, the hotel denied the refund request due to their strict non-refundable policy.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
While we regret Mr.’s experience was not as we would have hoped, based on the information above, Expedia is unable to honor 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,
Erika M
Corporate Correspondence Team
Customer Response
• Jun 15, 2019
Complaint: ***
I am rejecting this response because it is ridiculous and unacceptable. You have lost a high value customer for life Expedia, over $111. Congrats!
I am very disappointed with the website. I was trying to book a family trip, I chose the destination date and number of passengers, after putting in all the info I saw the airlines and prices. I selected the price and the airline that was comfortable for me, after the selection, on the next page I was show a different price and a message saying the airline price has changed to higher price. I was disappointed at myself because I probably took to long to book and now the price has changed. but, just a bit later realized same problem keep accruing for any of the other flights I was selecting. When I would go back the the first page same low price would show, it would only go up if I try to book. I called customer service and I was put on hold by an agent for 45min and then spoke to an agent and a supervisor but no hep, I was on the prone for more than an 1hr and 45mins but no solution. They couldn't explain why its only going up when I am trying to complete my my booking
Last week, I booked a flight from Tokyo to LAX for me, my wife, and my three daughters, since we are moving back to America to start a new job. Yesterday, my wife noticed that our credit card statement looked higher than anticipated. When we checked the transactions list, we say that two of our daughters' tickets were charged twice.
For the next 5 HOURS, we talked with our bank, *** Airlines, and Expedia, all of whom refused to take responsibility. If this had happened while we were calling on a toll-free number from the U.S. that would have been an inconvenience, but we were calling from Japan, so we are now expecting an outrageously expensive phone bill because of this wild goose chase to get our money back. We were transferred dozens of times and had to talk with customer service agents with broken English on bad phone connections. We hung up at about midnight after the corporate Expedia office refused to apologize or offer any upgrades. The best they could do was reimburse our credit card in two months.
In summary, we have spent over five hours of frustration having to use international phone rates to solve a problem that we didn't create and Expedia got to keep nearly $2k of our money for two months.
I've used Expedia for almost a decade to book my flights. In this, my greatest expense and most desperate time of need, they have failed me. I'm pretty much done with Expedia and will be booking my flights directly with airlines from now on, so that if there's ever a mistake, there's no passing the buck on to the consumer (me). For your own sanity, I hope that you do the same.
I purchased a surprised airline ticket for wife to visit her mother in Wichita Falls, TX after a successful year in school. Knowing that issues will arise I purchased the cancellation insurance for $28. My wife is also retired army and has worked hard in college so I really wanted to make her wish come true. I found out that her college courses did not end until after the 6th of June 2019 so I cancelled the flight with Expedia the next day after booking expecting to be fully refunded by Expedia and not by a second or third party company with intent of stealing consumers hard earned money. I submitted my request for refund to travel guard but was denied. In America there was a time when consumers could return goods and services and receive a fully refund, but now companies just take from consumer.by
June 18, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a full refund.
Our records indicate that on May 15, 2019, Ms., or an authorized user of the Expedia account, booked a round trip flight departing June6, 2019 from Greenville, SC to Wichita Falls, TX and returning on June 16, 2019 from Wichita Falls, TX to Greenville, SC; via ***. A confirmation email was sent to the email address on the Expedia account on was opened on May 16, 2019 and reviewed once.
Upon receipt of Ms.’s complaint, we researched the issues brought to our attention. On May 16, 2019, Ms. called to cancel the reservation. Our representative advised the fare was a basic economy fare and was not refundable. Ms. was given the insurance details and Ms. asked for a supervisor. The call was taken over by a supervisor. Our supervisor explained the policies and the insurance process. Ms. was not ok with submitting the claim with ***. Our representative advised Ms. of the terms and conditions of the insurance and advised she would need to file a claim with ***.
After further review on June 18, 2019, Expedia has been able to verify *** Airlines fare rules for the ticket that was purchased. The *** Airlines rules state the ticket is non-refundable and cannot be changed. Since the Cancellation Plan was purchased with the airline ticket a claim would need to be filed with ***.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines. In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the above, Expedia is not able to honor the request for a refund. If we may suggest a claim should be filed with *** and they will determine the validity of the claim and advise. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Sincerely
I saw a link for Expedia.com when I searched tickets from LAX to Yerevan, Armenia. One of the links was to Expedia.com, which adverted prices “starting from $206.” My dates are flexible so I must’ve tried. 100+ different date combinations and nothing came up even close to that price. When I called customer support they said that without a specific date range they are unable to look up flight prices.
As a customer, how can I go about having them honor a price, or even come close to what they are advertising when the customer service rep, and her supervisor were unable to tell me any given date when that price of the ticket would even come close to the advertised price.
I have a screen shot of what I am describing above. Please help.
June 19, 2019
Revdex.com
Alaska, Oregon & Western
Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to
contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to the consumer
complaint from Ms. *** (Revdex.com case number ***) regarding a
flight booking.
Our records
indicate that Ms. email address and phone number are not associated
with an account with Expedia. On June 18, 2019, we reached out to Ms.
via phone to inquire of additional information, but were unable to reach her.
We
regret Ms. experience was not as we would have hoped and would like
to assist her further by reviewing flight availability on Expedia’s website
with her. Regrettably, as Expedia is a third-party intermediary and does not
own or operate any airlines, we are unable to guarantee ticket prices until a
reservation is confirmed. The prices listed on our website at the time of
booking are the lowest available for the selected route and dates.
We thank you for allowing us to address this matter further. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
I was at work when they called and the voice mail said that they will reach out to me again.
I understand that the prices change but the price that was being advertised is so off from what their website is offering. I asked them to show me ANY route any airline on any given day when the price is even closed to what it is being advertised.
I am just curious as to what explanation they have as far as offering such a low price that's not at all close to what they actually offer.
This is false advertising.
Complaint: ***
I am rejecting this response because:
Sincerely
During a recent online booking using my cell phone, I accidentally selected an incorrect return flight on a roundtrip ticket.
The ticket was an "expedia deal" but as always, I was prompted to purchase the "trip insurance" for peace of mind and in the event of any changes.
I noticed the mistake almost immediately after receiving confirmation that payment had been taken from my account. I waited on hold for 13 minutes to speak with a rep only to be told that the "best options" was to take my inbound ticket and lose the return flight..and to purchase a new one as a complete different purchase. So I paid $419 for a roundtrip...with his suggestion of the "best option" I was to pay an additional $400+ for a one-way return flight..for a total of $800+...I don't normally use sites like Expedia...only giving them a one star because less is not an option. I had to cancel my entire flight...then to find out that I may submit a claim for a "possible" refund. This will be the last time they get any $ from me. Total scam...I have submitted a claim for a "possible" refund..the expected time of response is 10-15 working days...
My sister did not have the funds to attend a ceremony in my honor of 20 years of military service..she is till not attending..and now I am also out of $430...I "possibly" donated $30 for a fraud insurance from Expedia...and $419 to whomever.
DONT purchase the insurance!!! You are only guaranteed a "possible" refund anyways
I bought Expedia's refund policy in case I needed to cancel or change my flight. My experience cancelling my flight and receiving a refund was terrible. I was on hold for around 30 minutes initially trying to change my flight, when the agent told me I was only able to cancel my flight and purchase a brand new trip on my own. I proceeded to cancel with my current flight and was given the number to the insurance company to receive a refund. Called the insurance company and was given a website to submit my claim which required me to submit 6 different forms. Total waste of time and effort. The point of buying a refund is to cancel it easily with no problems/hassle. Why do I need to submit a claim explaining why I'm cancelling, on top of uploading and taking picture of proof of itinerary, policy numbers, and etc if I bought flight insurance already? Doesn't make sense at all. Just submitted my claim after 2 hours of nonsense and won't be expecting a refund for 10 to 15 business days. Please fix your infrastructure Expedia. Will never use your site or buy from you ever again.
Have a nice day
Absolutely terrible...I will NEVER use Expedia again. I made hotel reservations for a stay and needed to cancel due to a death in the family. I did not notice the “non-refundable” policy and made numerous attempts to contact both Expedia and the hotels for which my stay was to be at. Was denied and told that it was my fault and next time I should read the fine print more carefully. They could’ve even make an exception for a family emergency. NEVER, NEVER using Expedia again. Super upset and disappointed. I am out over $400 and they and the hotel are going to double up on monies from myself and whomever comes in a books a room that I gave up!
I have booked multiple “bundle packages” with Expedia & never had an issue until now.... I booked a trip to Cancun Mexico and there was a glitch in the Expedia website where it booked TWO of the same ONE way plane tickets. How is that even possible? I called right away wanted to cancel it. I was able to cancel the flight and the shuttle but not the hotel. I spoke with Expedia and told them situation and how there was a GLITCH in their system. On the “Bundle packages” page there isn’t even an option to book a one way ticket let alone TWO of the same one way tickets with a “Bundle & Save package”, once again, how is that even possible? Expedia even agreed with me on that. Ive called multiple times to Expedia all within 24 hours and 5 different people told me that they can’t even get in contact with the hotel! So because of that Expedia doesn’t want to refund me my hotel cost and I needed to wait 3 days for them to “look” into further. I’ve been a LONG time customer with Expedia and their loyalty has let me down.. Please help me get my Hotel refund.
June 20, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a package reservation.
Our records indicate that on June 7,
2019, Ms., or an authorized user of her Expedia account,
self-booked a package reservation for five
passengers using Expedia’s website, under itinerary ***. The package
included two duplicate one-way fare flights, hotel accommodations, and
roundtrip transportation between the airport and hotel. The flight bookings
were with *** Air Lines from Cancun, Quintana Roo, Mexico to Chicago, IL,
USA, departing on August 23, 2019. The hotel accommodations were for three
non-refundable rooms with the *** – All Inclusive –
Adults Only, Playa del Carmen, Quintana Roo, Mexico for a check in on August
18, 2019, and a check out on August 23, 2019.
The transportation reservation was with ***: Cancun Airport,
Mexico for all 5 passengers. The total cost of the reservation was $4723.59
($2347.40 for the flights, $2222.19 for the hotel and $154.00 for the shuttle).
We understand Ms. is requesting a full refund of this
reservation.
We can confirm Ms.
contacted Expedia regarding the issues with her booking, and on June 8, 2019, a
full refund of the flight and transportation portions of the package were
issued, in the total amount of $2501.40. Additionally, on June 19, 2019,
Expedia issued a full refund of the hotel portion, in the amount of $2222.19.
We can verify all charges for this itinerary have been refunded back to the
customer’s original form of payment. The time it takes a refund to reflect in
the customer’s account depends on their banking institution, usually within
three to five business days.
We regret Ms.’s experience was not as we would
have hoped, and any subsequent inconvenience caused. Expedia welcomes customer
feedback in our ongoing effort to improve upon the customer experience.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I’m blown away with this company. I booked a trip and purchase the insurance. However on the itinerary to days after booking I noticed it had me leaving the definition that I was supposed to arrive at so everything was swapped around basically I’ve called to try to fix it and they will not refund any of my money. Remember I have the insurance no they don’t care. I have to have a death or I’ll. So I guess I’ll have to call in 60 days right before we leave and say I’m sick. I’ve been on the phone for hours and hours trying to explain that there must’ve been a glitch in the system and to please change it. They don’t give a ***. They were just transfer me to the next person I didn’t give a ***.
I had booked a flight and car rental from Louisville, KY to Newark, NJ for my family. The flight was on 6/10/19 to arrive in Newark that evening and to collect my car rental the same day. I received a text message in the afternoon to say my flight had been canceled due to an incident at Newark. I canceled my flight and booked a new flight for the following day through another airline. I then tried to change my pick up time for my car rental. I spoke with Sherrie and gave her my confirmation number. After being put on hold several times (over 35 minutes!) she told me she couldn't help me because their system was down! All I wanted to do was change my pick up time because we were now arriving a day later (through no fault of our own). She finally told me that I should just cancel everything. This was not a solution and I am now having to pay over the top for a last minute booking. Extremely disappointed that such a company could not fix this kind of issue. I will not recommend using Expedia again as they showed no interest in customer satisfaction.
This agency has gone down hill and I am so dissatisfied. I will never book with them again! I will tell every person I know to not trust them!
On May 6, 2019, I booked a round trip ticket through Expedia.com for travel from Phoenix, AZ to Memphis, TN. The ticket was booked for a my brother-in-law who was to travel between the two locations to occur May 9 to May 11, 2019. My brother-in-law was going to see his father who was in ICU with a grave prognosis. After booking the ticket, my brother-in-law informed he wanted to arrive sooner than May 9th as he did not think his father would survive that long. After checking ticket prices through Expedia online, I noted the price of tickets departing a day earlier (May 8th) were the same price I paid for the existing ticket. I subsequently reached out to Expedia via telephone on May 7th to explain the matter and ask if the day of travel could be modified to depart on May 8th given the ticket prices were identical and the nature of the travel. Expedia informed I would need to contact *** airlines, the airline company through which travel would occur, and request the ticket modification as Expedia has a no refund policy for the ticket, but *** would be able to modify. I reached out to *** and explained the matter to them, however, since the payment was made to Expedia for a "bulk rate ticket" (per ***), there was nothing *** could do. I again reached out to Expedia and was informed I could book another ticket for the same price to depart on May 8, 2019, as desired, and submit a letter in writing to *** citing extenuating circumstances. *** would review the information and provide a credit to my account if the information was valid (per Expedia). This sounded fishy, but I consented to receive the information and review it. My ticket was subsequently cancelled through Expedia after calling back to inform we would leave the reservation as is for departure on May 9, 2019. Fortunately, I was able to secure a flight directly through *** who worked to make this experience right. My father-in-law subsequently succumbed to his illness and died.
June
19, 2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re:
Expedia Case #: ***
Dear
Revdex.com,
Thank
you for taking the time to contact Expedia regarding an issue from our
customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to
address the comments and concerns brought to our attention.
Expedia
is responding to the consumer complaint from Mrs. *** (Revdex.com case
number ***) regarding a refund request of $427.25.
Our records indicate that on May 6, 2019, Mrs.
***, or an authorized user of her Expedia account, self-booked a nonrefundable
flight reservation using Expedia’s website, under itinerary ***. The reservation was for traveler ***.
*** with *** Air Lines from Phoenix, AZ to Memphis, TN, departing on May
9, 2019, for the total cost of $427.25. The ticket was for an Expedia Bargain
Fare.
Restrictive fares such a “Bargain” are different
from “Main” Economy fares. These fares are usually available at a significantly
lower cost and have more restrictions, such as being non-refundable, non-changeable,
and being subject to additional charges for checked bags and seating
selections.
Upon further review, we can confirm Mrs.
called Expedia on May 7, 2019, requesting to cancel the reservation due to extenuating
circumstances. The customer was advised of
and accepted the airline-imposed cancelation rules. After the flight cancelation
was processed, Expedia sent an email advising the customer to send the related
documentation to *** Airlines by fax or email to request a refund. We also advised the refund request is subject
to the airline’s approval.
Expedia
serves a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. We hope you understand we must adhere to the policies dictated
by the vendor.
On June 17, 2019, Expedia reached out to *** Air
Lines to request a refund on the customer’s behalf, and the request was
approved. On June 19, 2019, Expedia processed a full refund in the amount of $427.25, back to the
original form of payment. The time it takes a refund to appear in the
customer’s account depends on their banking institution, usually within three
to five business days.
We
thank you for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
In April, I booked a flight with Expedia. One leg of my trip was a round-trip flight from Amsterdam to Rome. Instead of issuing 3 separate tickets for each of us, 2 tickets were issued for my husband and daughter while I was omitted. I contacted the carrier. They said they could not change it and had to contact Expedia. Expedia said I could repurchase a ticket an fly solo on a different flight instead of with my family trip or book 3 new tickets but they would not reimburse me for all three tickets - even though it was Expedia's error due to a computer glitch. Expedia has only issued a credit for one ticket and the total insurance. And I had to purchase 3 new tickets at an increase in price AND they booked us on a business flight going to Rome, which I did not request. Again, another computer glitch. I have used Expedia for numerous travel matters and this time, I am extremely unhappy with the lack of service for this trip. In addition, it was indicated by your customer service representative that I would also receive a $150 credit, which is nowhere to be found on my Expedia account.
June 17, 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 Mrs. ***, Revdex.com case number *** regarding a refund for $1873.95.
Our records indicate that on April 5, 2019, Mrs., or an authorized user of the Expedia account, booked a round trip flight departing on July 6, 2019, from Amsterdam, Netherlands to Rome and returning on July 9, 2019, Italy along with an Avis rental car for three days and the Flight Protection Plan; via itinerary ***. A confirmation email was emailed on April 5, 2019, it was first opened on April 7, 2019 and reviewed six times.
We understand from Mrs.’s complaint that she would like a refund for the cost of her original tickets.Upon receipt of Mrs.’s complaint, we researched the issues brought to our attention. On June 7, 2019, Mrs. called in to change the traveler’s information. Our representative advised per the airline policy the ticket is nontransferable and changes are not permitted. Mrs. *** request to speak with a supervisor. Mrs. needed to change the name of *** to match the passport name ***. Our representative advised we can do changes but when a copy of her passport was requested, she got angry and became abusive and wanted to speak with manager. Mrs. is not comfortable providing the details of her passport information. Mrs. is requesting to fix tickets, says tickets should be for *** 10/09/2004 FEMALE, *** 05/07/72 MALE and *** 08/04/71 FEMALE. Our representative was able to determine the only incorrect ticket is *** that was created for ***. It should have been issued for ***. Per the airline policy name changes are allowed but not complete name changes. Our representative offered to refund $255.01 for the one ticket plus $105.00 for the Travel guard Insurance. Mrs. is unable to decide currently since she doesn't want to refund and then book a new ticket on a different flight. Mrs. will call us back and when she does please honor the $255.01 plus $105.00 refund offer if she accepts. On June 8, 2019, Mrs. called for on-site escalation about the name change. Our representative was able to verify that we were unable to change the name due to airline policies. Mrs. was offered the option to get a refund for the ticket for one traveler and the insurance if she books a new flight for one passenger. Mrs. has booked a new flight for all three travelers since the same flights were not available for rebooking under *** and wants the refund for all the three passengers. Mrs. wants to cancel all three travelers and she wants a refund for all three. Our representative advised we are issuing a refund for one passenger in the amount of $255.01 and the insurance of $105.00. Our representative sent email and Mrs. is unhappy, she stated she will call her bank as she mentioned she is not okay to wait. Our representative cancelled the flights in gds as a loss of value but didn't cancel the car rental. On June 9, 2019, Mrs. is asking for a refund for the flight as the ticket was rebooked and cancelled. Mrs. is asking for update for the itemized receipt she threatened to contact Revdex.com. On June 10, 2019, Expedia emailed customer and itemized receipt. Mrs. reach out to our social media team because she was wanting a full refund due to a name change and claiming a site error at the time of booking. Mrs. is not able to change name due to the airline policy and requested a refund for the incorrect name of one traveler and insurance. Mrs. has booked the new flight for all three passengers, but the same flights are not available for all three passengers under ***. Mrs. wants a refund for all the three passengers as she claims a site error at the time of booking. Mrs. wanted to cancel for all three travelers and told agent to mention that she wants full refund for all three passengers. Our representative has only processed a refund for one passenger $255.01 and cancelled the insurance and refunded $105.00. Our representative advised Mrs. that she has been issued a refund for the insurance $105.00 and a refund of $255.01 for one of the tickets by previous agent along with being issued $50 coupon and $150 coupon.
After further review on June 17, 2019, Expedia has been able to verify on June 8, 2019 two refunds were issued, one in the amount of $105.00 and the other $255.01 to a card ending ***. There was $150.00 vouchers issued to the Expedia which expires July 31, 2020.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 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 TeamTell us why here...
June 17, 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 Mrs. ***, Revdex.com case number *** regarding a refund for $1873.95.
Our records indicate that on April 5, 2019, Mrs., or an authorized user of the Expedia account, booked a round trip flight departing on July 6, 2019, from Amsterdam, Netherlands to Rome and returning on July 9, 2019, Italy along with an *** rental car for three days and the Flight Protection Plan; via itinerary ***. A confirmation email was emailed on April 5, 2019, it was first opened on April 7, 2019 and reviewed six times.
We understand from Mrs.’s complaint that she would like a refund for the cost of her original tickets.Upon receipt of Mrs.’s complaint, we researched the issues brought to our attention. On June 7, 2019, Mrs. called in to change the traveler’s information. Our representative advised per the airline policy the ticket is nontransferable and changes are not permitted. Mrs. *** request to speak with a supervisor. Mrs. needed to change the name of *** to match the passport name ***. Our representative advised we can do changes but when a copy of her passport was requested, she got angry and became abusive and wanted to speak with manager. Mrs. is not comfortable providing the details of her passport information. Mrs. is requesting to fix tickets, says tickets should be for *** 10/09/2004 FEMALE, *** 05/07/72 MALE and *** 08/04/71 FEMALE. Our representative was able to determine the only incorrect ticket is 0557315218464 that was created for Steven ***. It should have been issued for ***. Per the airline policy name changes are allowed but not complete name changes. Our representative offered to refund $255.01 for the one ticket plus $105.00 for the *** Insurance. Mrs. is unable to decide currently since she doesn't want to refund and then book a new ticket on a different flight. Mrs. will call us back and when she does please honor the $255.01 plus $105.00 refund offer if she accepts. On June 8, 2019, Mrs. called for on-site escalation about the name change. Our representative was able to verify that we were unable to change the name due to airline policies. Mrs. was offered the option to get a refund for the ticket for one traveler and the insurance if she books a new flight for one passenger. Mrs. has booked a new flight for all three travelers since the same flights were not available for rebooking under *** and wants the refund for all the three passengers. Mrs. wants to cancel all three travelers and she wants a refund for all three. Our representative advised we are issuing a refund for one passenger in the amount of $255.01 and the insurance of $105.00. Our representative sent email and Mrs. is unhappy, she stated she will call her bank as she mentioned she is not okay to wait. Our representative cancelled the flights in gds as a loss of value but didn't cancel the car rental. On June 9, 2019, Mrs. is asking for a refund for the flight as the ticket was rebooked and cancelled. Mrs. is asking for update for the itemized receipt she threatened to contact Revdex.com. On June 10, 2019, Expedia emailed customer and itemized receipt. Mrs. reach out to our social media team because she was wanting a full refund due to a name change and claiming a site error at the time of booking. Mrs. is not able to change name due to the airline policy and requested a refund for the incorrect name of one traveler and insurance. Mrs. has booked the new flight for all three passengers, but the same flights are not available for all three passengers under ***. Mrs. wants a refund for all the three passengers as she claims a site error at the time of booking. Mrs. wanted to cancel for all three travelers and told agent to mention that she wants full refund for all three passengers. Our representative has only processed a refund for one passenger $255.01 and cancelled the insurance and refunded $105.00. Our representative advised Mrs. that she has been issued a refund for the insurance $105.00 and a refund of $255.01 for one of the tickets by previous agent along with being issued $50 coupon and $150 coupon.
After further review on June 17, 2019, Expedia has been able to verify on June 8, 2019 two refunds were issued, one in the amount of $105.00 and the other $255.01 to a card ending ***. There was $150.00 vouchers issued to the Expedia which expires July 31, 2020.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
In addition, at the time of completing her booking on our website, Ms. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 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 TeamTell us why here...
Purchased 2 tickets from Expedia for a tour at *** stadium at Madrid, Spain on May 29. Tickets did not work when tried scanning at the tour entrance. After further research it was discovered that I need to go to a different location about 6-7km away first to pick up tickets then return again. Nowhere in the description it was listed that one must go to a different location in a foreign country to pick up tickets in the Expedia listing of which I have a screenshot. I ended up paying 50 euros for 2 tickets at the stadium to be able to get in.
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
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 an activity reservation.
Our records indicate that on May 29, 2019, Mr.,
or an authorized user of his Expedia account, self-booked an activity
reservation for two people, under itinerary ***. The booking was for
*** Tour - Open Date Ticket, with a start date of May 29, 2019.
We understand Mr. is requesting a full refund of the reservation in the
amount of $40.21.
We can confirm Mr. sent an email to Expedia on
May 29, 2019, stating that the tickets purchased could not be used at the
location of the event. Mr.
*** asked to cancel the itinerary and receive a refund. Expedia called the vendor to request the
cancellation and refund of the purchased tickets. Unfortunately, the refund request was denied.
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 vendor.
Furthermore, we can confirm Mr. received an email
confirmation of his booking, showing the following vendor instructions:
Redemption instructions:
It is MANDATORY to collect the tickets at Julia Travel office located
at San Nicolás 15. Please, bring your printed voucher for *** Tour and
once we had checked your reservation, we will provide you with a direct access
ticket for *** Tour. IMPORTANT
INFORMATION: If the customers goes directly to *** without first picking
up the tickets from the office, they will not be allowed to attend the tour.
While we regret Mr.’s experience was not as we
would have hoped, based on the information provided above, Expedia is not able
to fulfill his refund request.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Listing in Expedia did not and still does NOT mention anything about third party nor it did disclose the fact that the purchaser needs to go a different location far away for actual event location in a foreign country to obtain the tickets. If there was an appropriate disclosures informing the consumer about the ticket pickup location being different from actual event location at the time of the purchase I would personally not purchased the tickets. Informing the purchaser after they buy the tickets that they have to go a different location is very deceiving and a false advertisement, its no different than bait and switch.
In addition, I will be reporting your advertising practices to Federal Trade Commission and California State Attorney Generals Office.
Sincerely
I booked a trip on the telephone with an agent at Expedia to go overseas. The agent arranged the booking under 2 separate itineraries stating that this was the best deal they could provide. She also booked travel protection for the trip at my request. The trip was going fine until our trip home. We were to fly from Dublin, to London, to Lisbon, to JFK and then to Buffalo. When we checked in at the Dublin airport however, we realized/were informed that our next plane from London to Lisbon only provided us approximately 1 hour layover and because the agent booked it under 2 separate itineraries we had to get our luggage in London, then check-in to get our next boarding passes, re-check our luggage and go through Customs. When we realized we would not make our connecting flight in London we immediately contacted Expedia on *** messenger and asked that they reach out to the airline on our behalf as we had no phone service overseas. They did not do this and instead told us to go ahead and fly to London. The airline (BA) instructed us to contact our next airline (TAP) when we arrived to London. When we got to London *** informed us that since we booked through Expedia, arrangements needed to be handled by them. I called Expedia from the airport information desk and spent 3 hours being transferred until a manager finally informed me our travel protection was only good prior to the trip starting and we had to buy new tickets home (leaving the next day) because the tickets were booked under 2 itineraries. I pointed out that their agent booked it that way but she insisted it was ultimately our fault. So we spent an additional $2,321.06 for new flights home plus booking fee. When we got home I called Expedia and spent 6 hours on the phone and finally spoke to a Lead Supervisor at Corporate. She agreed 1 hour was not enough time for us to get on the plane from London to Lisbon but insisted we should have caught it. She agreed to pay us only $1,000.
June 14, 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 Mrs. ***, Revdex.com case number *** regarding a refund for $1321.06.
Our records indicate, on October 30, 2018, an Expedia representative booked Mrs., two separate itineraries, one departing on May 21, 2019 from Buffalo, NY to London, England and returning on May 29, 2019 London, England to Buffalo, NY, via ***. A confirmation email was emailed on October 30, 2018, it was opened and reviewed four times.
The second itinerary *** was also created on October 31, 2018, an Expedia representative booked a combined one-way fare departing on May 26, 2019 from London, England to Dublin, Ireland and returning on May 29, 2019 Dublin, Ireland to London, England to Buffalo, NY; along with a three-car rental with Europcar and the collision Damage Plan. A confirmation email was emailed on October 30, 2018, it was opened and reviewed four times.
Upon receipt of Mrs. complaint, we investigated the issues which were brought to our attention. We can confirm on May 31, 2019, - Ms. called in to complain about their booking due missing the flight from London to Lisbon. Mrs. was calling for a refund of $2321.06 for a booking they made with an agent due to previous flight that was booked that had a misconnection causing them to be tagged as a no show. Our representative checked the documents and advised the passengers flight was delayed and the connection was missed, and they were labeled as “no shows” by the airline. Our representative called the airline and they advised they can exchange the ticket and waive change fee and no-show fee, total will be $2973.94. Our representative was able to book a new flight in the system for $2321.06 and Ms. agreed to the new itinerary and provided a $100 coupon. The original reservation was booked in October under itinerary *** and *** as a split when it should have been booked as a multiple destination. Advised agent since it was booked in October, we cannot view the call and Ms. agreed to the new booking and was offered a refund of $1000 which she agreed to.
After further investigation Expedia has issued a refund for $1321.06 to card ending ***. A refund receipt has been emailed to the email address on the account. The refund should appear back on the card in three to ten business days. Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airways and *** Portugal were the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONS
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.
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
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
Expedia charged me $350.63 for a rental car on 4/14/19 and $90.00 car insurance for that same vehicle on 4/8/19.
When I went to pick up the vehicle on 4/21/19 they did not have the vehicle I wanted. So their sister company *** rented me a vehicle for $331.40.
I called Expedia on 4/21/19 and told them I needed to cancel the car because the vehicle I wanted was not available, they told me they only charge for the vehicle when you bring it back and since I had not picked up the vehicle I would not be charged. That is clearly not true since I was charged on 4/14/19 and I had not even picked up the car. They did refund my $90.00 car rental insurance on 4/29/19 that was associated with the car rental charge that I am complaining about. I currently have a dispute through *** Bank *** concerning this charge.
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
December 5, 2017: I booked a flight (itinerery# *** ) from Seattle to Budapest for January 31st 2018. I even purchased the Total Protection Plan for my flight, though this shouldn't be necessary to receive a refund in this situation.
December 12, 2017: I was notified, by Expedia, that my flight had been cancelled by *** because there was an issue with the ***ecting flight that existed when I booked the flight. This ***ecting flight was no longer available as of December 12th and therefore my flight was cancelled by them.
December 12, 2017 - January 31, 2018: Expedia customer service did not offer a replacement flight and did not return my money. I have called customer service dozens of times and they have always ensured me that I would receive a refund as soon as *** refunded Expedia. Now, as of May 31st 2019, they are refusing to refund me.
June 17, 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 refund for $557.74.Our records indicate that on December 5, 2017, Mr. ***, or an authorized user of the Expedia account, booked a one-way flight departing on January 31, 2018 from Seattle, WA, USA to Budapest, Hungary, along with the Total Protection Plan; via itinerary ***. We understand from Mr.’s complaint that he would like a refund for cancelled flight.Upon receipt of Mr.’s complaint, we researched the issues brought to our attention. On December 15, 2018, Expedia received information that the flight from Seattle to Newark was no longer operating and *** did not provide any alternatives. Mr.’s account consisted of numerous communications where he was trying to get his flight changed, and when it could not be changed he was trying to obtain a refund. Because Expedia had no control over the tickets at that time due to the cancellation, Expedia emailed *** on numerous occasions asking to get the flight changed. When the flight could not be changed, we asked for a refund. *** replied to an email in May of 2019 advising they had responded in August of 2018 with a waiver code.Previously, an Attorney General complaint had been received and on June 7, 2019, Expedia reviewed the account in detail and issued a refund for $557.74 for the flight as a goodwill gesture. The refund has been issued to the original form of payment (card ending ***) and the refund should appear with three to seven business days. A refund receipt has also been emailed to the email address on the Expedia account.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
Very bad customer service, they cheated me out of full refund for my trip. Claimed that I only cancel part of the trip and not the whole thing. Refuse to refund my money. I bought plan ticket along with car rental on same transaction then minutes later decided to cancle because the dates do not work for me. It allowed me to cancle and said I canceled successfully. I though it will refund my to my credit card. It only gave me back part of it not all of it. I did not found this until weeks later when I get notifications to check in for flight then when I looked it only refunded me for car rental but not planw ticket. Called in to their customers service was put on hold for 2 hours. Escalated to 3rd tier they say my fault and have follow policy.(pretty much the equivalent of "just following orders" they can see the history/log of me booking trip and canceling it. Why would I only cancel one part of trip something essential like car rental. I would not. Wasted my time and money and defrauded me. I hope they go bakrupt and or get karma and what they deserved.
In February 2019 I purchased plane tickets through Expedia with travel insurance for my husband and I to fly into Texas to see our son, a soldier stationed in Texas for his birthday. May 20th, 2019, he let us know he had been given leave to come home, thereby allowing him to see his entire family vs just the two of us.
I called Expedia to cancel our flight, to be told we had to call the insurance company. I filed the requested documentation to *** and was sent an email June 4th that said our reason for cancelling our flight was not sufficient to be refunded our money or credit our account. They are stealing money!
June 14, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on February 1, 2019, Ms., or an authorized user of her account, self-booked an “*** Airlines Basic Economy” flight reservation on Expedia.com, under itinerary ***. Travel is with *** Airlines, departing on July 3, 2019, returning on July 8, 2019, from Tallahassee, Florida to Killeen, Texas. A travel protection plan was purchased with the itinerary. We understand Ms. is requesting a refund of her flight reservation using the purchased travel protection plan.
Upon receipt of the complaint, we can confirm that during the booking path, Ms. was able to view the airline’s policy for the Basic Economy Fare before finalizing the purchase and after the purchase was completed. Furthermore, the following information was provided during your booking and can also be located on your confirmation email:
*** Airlines Basic Economy Fare Rules
o Airline assigns your seats (groups and families may not sit together)
o Bring a carry-on bag
o Pay to check your bags
o Cancellations are not permitted
o Cancellations are permitted within 24 hours of booking. After 24 hours, tickets are nonrefundable.
o Changes are not permitted
o Bring a personal item
o Not eligible for upgrades
o Board in last group
A hyperlink was also provided that allowed Ms. to view the coverage of the purchased travel protection before finalizing the purchase and after the purchase was completed. As *** is the administrator for the travel protection plan that Ms. purchased, Expedia is not in a position to determine coverage or why Ms.s’ claim was denied.
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 were available for review and were agreed to at the time of booking. They state the following:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above, we are unable to honor her refund request, because the funds are not held by Expedia.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Expedia uses deceptive practices to advertise/promote/push hotels on their website, to make the hotels look appealing, when in reality the hotel may be in a bad part of town, in disrepair, etc. This, combined with their strict "no refunds upon booking" policy, leads consumers to be caught in a bait and switch type scenario with no recourse. I booked a hotel using their website on 4/28/19, "The ***" in Vancouver, BC. Expedia made it seem like a "great deal/bargain" and displayed what appeared to be positive reviews. After booking, within under an hour, I happened upon other reviews on non-Expedia sites (e.g. Trip Advisor) and discovered that the hotel is in a bad neighborhood in Vancouver (crime, drugs, etc) and that the hotel had been found to be in disrepair, a bad value, etc. Upon trying to cancel the booking, Expedia ALLOWED me to cancel the insurance policy I had purchased, but did NOT allow me to cancel the booking. I had to call. The phone rep said they would have to look into it. After back and forth with Expedia and the hotel, it was determined the "hotel policy" would not allow cancellation. So which is it? Very confusing. I disputed the charge with Chase/Visa but Expedia came back with THEIR (expedia) policy is non-refundable. Again, which is it? Be warned consumers: Expedia uses deceptive advertising and ratings practices and will trick you into booking a "bargain" which you will not be able to get a refund on, EVEN IF YOU DON'T STAY IN THE HOTEL. I never set foot in the poorly reviewed hotel in a bad neighborhood, but I still paid $111+ to Expedia and the hotel. I will NEVER use Expedia again.
June 14, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. Scott *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on April 28, 2019, Mr., or an authorized user of the account, self-booked a hotel reservation on Expedia.com, under itinerary ***. Reservation was for the Hotel at the ***, with a check-in date of May 9, 2019 and a check-out date of May 10, 2019. A travel protection plan was purchased with the itinerary. We understand Mr. is requesting a refund of $111.03 for his unused hotel reservation.
Upon receipt of the complaint, we can confirm that during the booking path, Mr. was able to view the mandated hotel cancellation and change policy before finalizing the purchase and after the purchase was completed. They state the following:
The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
A hyperlink was also provided that allowed Mr. to view the coverage of the purchased travel protection plan prior to confirming the purchase.
Expedia reached out to the Hotel at the *** to advocate on Mr.’s behalf, requesting the approval to refund the unused hotel reservation. Regrettably, the hotel denied the refund request due to their strict non-refundable policy.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
While we regret Mr.’s experience was not as we would have hoped, based on the information above, Expedia is unable to honor 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,
Erika M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because it is ridiculous and unacceptable. You have lost a high value customer for life Expedia, over $111. Congrats!
Sincerely
I am very disappointed with the website. I was trying to book a family trip, I chose the destination date and number of passengers, after putting in all the info I saw the airlines and prices. I selected the price and the airline that was comfortable for me, after the selection, on the next page I was show a different price and a message saying the airline price has changed to higher price. I was disappointed at myself because I probably took to long to book and now the price has changed. but, just a bit later realized same problem keep accruing for any of the other flights I was selecting. When I would go back the the first page same low price would show, it would only go up if I try to book. I called customer service and I was put on hold by an agent for 45min and then spoke to an agent and a supervisor but no hep, I was on the prone for more than an 1hr and 45mins but no solution. They couldn't explain why its only going up when I am trying to complete my my booking
Last week, I booked a flight from Tokyo to LAX for me, my wife, and my three daughters, since we are moving back to America to start a new job. Yesterday, my wife noticed that our credit card statement looked higher than anticipated. When we checked the transactions list, we say that two of our daughters' tickets were charged twice.
For the next 5 HOURS, we talked with our bank, *** Airlines, and Expedia, all of whom refused to take responsibility. If this had happened while we were calling on a toll-free number from the U.S. that would have been an inconvenience, but we were calling from Japan, so we are now expecting an outrageously expensive phone bill because of this wild goose chase to get our money back. We were transferred dozens of times and had to talk with customer service agents with broken English on bad phone connections. We hung up at about midnight after the corporate Expedia office refused to apologize or offer any upgrades. The best they could do was reimburse our credit card in two months.
In summary, we have spent over five hours of frustration having to use international phone rates to solve a problem that we didn't create and Expedia got to keep nearly $2k of our money for two months.
I've used Expedia for almost a decade to book my flights. In this, my greatest expense and most desperate time of need, they have failed me. I'm pretty much done with Expedia and will be booking my flights directly with airlines from now on, so that if there's ever a mistake, there's no passing the buck on to the consumer (me). For your own sanity, I hope that you do the same.