Tried to change a hotel reservation from 5 night stay to 4 night stay. Room booked allowed 48 hour change feature which I paid extra for. Expedia refused to change the dates even with 72 hour notification. Tried repeatedly to contact to resolve issue but the firm continued to keep me on hold on the phone for well over 30 minutes. No way to find anyone to talk to about this issue.
One of the dumbest customer service team for a travel company. I booked a bundle reservation and asked for a receipt for a hotel. They sent me a receipt that is no use, does not mention the hotel name dates, etc. My company denied it. I have asked again and they sent the same after their back office team spent 3 days on it.
The problem is Expedia only wants people to book and not care anything after. Their online system is the worst. The customer service agents cannot even speak English and understand what you say on the phone. They transfer to different agents, ask to repeat phone numbers and ask for itinerary numbers and waster customer time on phone. Terrible company. I am not going to book again.
11 mos ago we made reservations for a hotel room through Expedia.com. We recvd an itinerary number for our stay and paid by credit card. Did not get any other emails regarding this. At the time that we arrive d (early) we called to find the hotel and they told us at the ***, Ft Walton, Fl., this is when we were informed that we had no reservations. Now neither of them will return our $228. That they charged us and refused to give back. I cannot see how this is our fault. We thought we had a room since we paid for it, all because Expedia told us we were set, BEFORE, confirming it!! Thats just bad business and we feel we are owed our money back! I am also on disability and dont have money to give to Expedia or a hotel that we didnt even stay at. Now the hotel is saying we were "no show" , which iS NOT TRUE!! Please help us resolve this. This is a very bad way to treat ppl, specially on disability!
Expedia.com Response
• Jun 12, 2019
June 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a request for a refund of a hotel reservation.
Our records reflect on June 27, 2019 the customer self-booked a stay at ***, Fort Walton Beach, FL to check in June 29, 2018 and checking out July 1, 2018. The customer is reporting that the hotel did not honor the reservation. The hotel, when contacted, advised Expedia that they had received the reservation and the customer was a “no show” and did not arrive to check in.
We are sorry to learn about the customer’s experience with ***. Expedia.com acts only as a third-party intermediary for hotel providers. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage them to contact us from the hotel if the accommodations or service is not satisfactory, upon arrival. This enables us to attempt to find a resolution at that time.
We do not show that the customer contacted us from the hotel, when their itinerary was not honored. The first contact we note receiving was July 7, 2018. As Expedia was not contacted during travel, we were unable to assist with the vendor, or finding alternate accommodations, when the customer encountered issues. As such, the hotel imposed the full penalty and offers no refund for the unused reservation.
Expedia serves as a third-party intermediary and does not own or operate any hotels, and must adhere to the policies dictated by the hotel. While Expedia was not given the opportunity to resolve this situation, when the customer was denied a room, and the *** has refused to cancel the reservation and return the customer’s funds, as a one-time courtesy on June 12, 2019 Expedia had refunded the itinerary in the amount of $ 219.78 back to the customer’s original form of payment. The time it takes for the funds to be available in their account depends upon how quickly their bank processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
Customer Response
• Jun 17, 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 book a reservation with a cancellation policy that reads: Cancellations or chances made before 7pm on May 14 or no shows are subject to a fee equal to the first night rate plus taxes and fees. This made me believes that reservations cancelled before May 14 would be refundable. Turns out that the reservation upon booking was subject to a one night fee - not those cancelled on 5/14 before 7pm. Due to the ambiguous nature of this cancellation policy, I have lost 290 for a reservation cancelled on 4/27.
Expedia.com Response
• Jun 11, 2019
June 11,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re:
Expedia Case #: ***
Dear
Revdex.com,
Thank you
for taking the time to contact Expedia, Inc. regarding an issue from our
customer. We appreciate the Revdex.com allowing
us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer
felt their concerns were not resolved adequately by our company prior to
seeking further actions from you.
Expedia,
Inc. is responding to the consumer complaint from (Customer Name) (Revdex.com case
number ***) regarding a refund request.
Our
records reflect on April 27, 2019 the customer accessed Expedia.com and self-booked
Itinerary #*** for a stay at *** , New York,
NY to check in May 15, 2019 and check out May 18, 2019. The hotel’s stated terms for this booking,
agreed to by the customer when they completed their reservation were:
Cancellation
and change policy
Cancellations or changes
made before 7:00 PM local hotel time, Tuesday, May 14, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after 7:00 PM local hotel time, Tuesday,
May 14, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and
fees.
The
customer contacted Expedia.com on April 29, 2019 requesting to cancel and were
advised that, per the terms of the booking, the hotel would retain the first
night of the booking as a cancellation fee.
The customer was unhappy with this and our agent did contact the hotel
to advocate for the customer, requesting the hotel to waive the cancellation
penalty. The reservation manager refused
to agree to the waiver and advised they would be keeping the first night of the
reservation fees in the amount of $290.60.
The customer was advised of this decision prior to their deciding to
cancel the reservation. While Expedia
regrets that the customer feels they did not understand the terms of the vendor,
Expedia
serves as a third party booking intermediary and is required to support the
terms provided by the vendor and agreed to by the customer. As such, Expedia cannot provide the requested
refund.
We thank
you for allowing us the opportunity to address the issues that were brought to
our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I booked a room through Expedia at a *** for the dates of 5/31-6/3, the pictures Expedia is using depict items that are not in the rooms. Expedia then says well you have to read the description or the amenities however the list of amenities isn't available until after you book the room. And the description provided is the same generic description for all the rooms for this particular hotel. I first contacted Expedia on 6/1 at which point I was told yo allow the support team 2 hours to contact me back VIA email, which did not come through until 3 and half hours later. The email from the support team offered no help they in turn requested an additional 24 hours. 24 hours later I reached back to that support team and still as of 6/5 had not heard a response from the individual/team that initially was handling my dispute. Instead I have had to call into Expedia everyday since to get any help, which is were their shady business practice are coming into light. I would call Expedia several times a day and the the phone would be utter silent when it is transferring you to a representative after holding for an extended period of the time the call would then be disconnected. The hold times would be upwards of 50 minuets then get disconnected. The company mor the Hotel want to take any responsibility for their utter disregard for the consumer. I have filed complaints with all the right people in all the right order and will continue to do so if a proper resolution is not made.
Expedia.com Response
• Jun 12, 2019
June 12, 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 refund of $290.00.
Our records indicate, May 30, 2019, Ms. or an authorized user of the Expedia account booked a three night hotel say at *** San Bernadino, arriving May 31, 2019 and checking out on June 3, 2019, via itinerary ***. A confirmation email was sent on May 30, 2019, to the email address on the Expedia account. It was first opened on May 30, 2019 and reviewed three times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 3, 2019, Ms. called in to reconfirm why she had not received an email about a refund. Ms. is complaining about the rooms amenities. Says pictures on website show a refrigerator and microwave in the room but her room does not have. She also stated the phone and air conditioner were not working properly. Or representative checked the pictures and it does show amenities however under "Room description" it doesn't list a refrigerator or microwave. Our representative tried to call hotel to confirm, but they did not answer. Our representative advised Ms. that pictures are example of how the rooms may appear. Offered as a one-time courtesy a $50 coupon but Ms. wants a full refund for room $225.28 plus $50 coupon. CHAT was escalated. Ms. contacted CHAT The call was escalated but when our representative tried to call Ms. *** back at *** the call didn't connect, several attempts were made but not possible to get her on the line. On June 4, 2019, Ms. claims room did not have the amenities that werer showing on pctures on the website. Based on previous notes she escalated but refused to be on hold to get a supervisor. Our representative offered $100 due to the inconvenience, she refused and asked to speak with a supervisor to get full refund. Ms. wants a refund due to the room not having a refrigerator and microwave in room. Ms. states if it is in the photo online it should be in the room. Ms. was offered a $50 coupon and she refused stating she wanted a full refund plus the coupon. On June 6, 2019, Ms. called in to asked for a refund due to some errors in our website. Ms. advised the pictures shown in our website are not what you get in the room. There is no refrigerator or microwave. Our representative noted unable to contact hotel.
After further review on June 12, 2019, Expedia has been able to verify that a couple of the photographs that *** San Bernadine have listed on Expedia website show a refrigerator and microwave, but they are not listed in the amenities and are not a part of the room
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 honor or operate any of the hotels. We hope you understand we must adhere to their policies.Based on the above Expedia is not able to honor a refund as you have requested. 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...
On April 11, 2019 I book a round trip to Santiago Chile (May 12, 2019 - May 31, 2019) with Expedia itinerary #***. At the time of the reservation the Expedia page said the cost for the round trip plus the insurance I bought in case I wanted to change or cancel the flight will be $1,817.35 after reviewing the information and click submit the page said that the cost at the moment will be $918.70 for the trip from JFK to SCL plus $59.00 for the insurance. Since I do not fly and this is the first time I used Expedia I thought I will be charged the remaining balance upon the returning flight. Since the Expedia page I printed out said there was not need to call for further action I move on and plan my trip. While in Chile a personal matter came up and I needed to use the insurance I bought a month before and change the flight for May 30,2019. After a call I learned that there was no return flight booked for me. My wife was in the US and started calling to see what happened. She was informed they could not locate the return flight and currently could only offer a return flight for May 30, 2019 with a cost of $2,717.00. As she indicated this was not acceptable Expedia advised the only way they could honor the initial round trip price was if we give them access to our personal computer so they could see what went wrong. This was not acceptable as it is our private computer and therefore she was told a supervisor would contact her. No one called. On May 30, 2019 she called to see the status as I needed to leave and this time she was told the flight for May 30th was over $6,000.00. She wanted to know if Expedia could at least honor the price for $2,717.00 she was given the day before and they said there was nothing they could do at the time. Unfortunately I could not be present for my personal emergency on May 31 and also had to incur in an extra expense to book another flight arriving Saturday June,1 2019 with a cost of $1,735.03 IT. #***.
Expedia.com Response
• Jun 12, 2019
June 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***) regarding a flight reservation refund request.
On April 11, 2019, Mr. self-booked a one way flight reservation for May 12, 2019, from New York, NY, Unites States to Santigo, Chile. There was no return flight booked on the reservation. Mr. paid $918.70 for the flight and purchased a Flight Protection Plan which can assist with changes due to injury, sickness or death of an immediate family member. Mr. is requesting a full refund of $977.70.
We have now reviewed Mr.’s complaint regarding requesting a full refund. Mr. mentioned he was told we could review the booking if he provided Expedia access to his personal computer. That is incorrect, Expedia uses a system which captures the customers online session on our site. Since there was no site error on this session then no refund can be provided. I thank Mr. for providing the correct itinerary and suggest that in the future he reviews the email confirmation from the site he chooses to book.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
Customer Response
• Jun 13, 2019
Complaint: ***
I am rejecting this response because: Since day one they have not accepted any responsibility for their error on their site and now blame me entirely. Further this response was not only rude but insulting. Expedia went ahead and is insulting me on a public mediation site insinuating that I am a liar and unable to read and for my next booking I should be careful. Is this how you treat all your customers or is this because of my name or the destination of the flight? Because since the beginning I have been treated unprofessionally and waited long periods on hold while no one seem to care or able to assist me. I would like to know what is Expedia's policy towards certain group of customers as I am clearly not being treated with respect since day one. Unfortunately there was a clear error on your site and I can not take your word especially with the tone of your answer. This response is completely unacceptable and I would like someone to answer and treat me courteously, respectfully and professionally. I am requesting a refund for the amount previously indicated since I had to book two round trips for their error when I only needed one.
Itinerary Number ***
I spoke with Maria on 5/5/19 and was told this itinerary had been cancelled as I had requested. I stayed elsewhere. This hotel then deducted $255.79 out of my account on 5/22/19 for a no-show fee. I sent emails to customer service on 5/24/19 and 5/26/19 to get my money back as I had cancelled and should not have been charged $255.79. They said to call. I called last week and spent over 40 minutes on the phone with customer service. He said he left a message for the hotel staff to refund me. As of today, 6/5/19, I have not received confirmation or a refund. I called Expedia back today and sat on hold for 20 minutes before a lady came on the line and said I needed to call back in 2 hours! This is unacceptable! What’s more, I received an email 5/26/19 from Nick that said I needed to call to make my change request. Change request?! I’m not trying to change anything, if someone, anyone from there would actually READ the system notes they’d see this was a cancel I was erroneously charged for. I’m sick of calling in. I’m left on hold & no one speaks understandable English.
Expedia.com Response
• Jun 14, 2019
June 14,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number
***) regarding a hotel reservation.
Our records
indicate that on February 6, 2019, Ms., or an authorized user of her
Expedia account, self-booked a “Pay Later” hotel reservation, using Expedia’s
website, under itinerary ***.
The reservation was with *** Quincy, MA for a check in on
May 19, 2019, and a check out on May 21, 2019.
The total estimated cost of the booking was $511.58. On *** 2, 2019, Ms. changed the
dates of her reservation to check in on May 12, 2019, and check out on May 14,
2019. We understand Ms. states she cancelled this reservation and is
requesting a refund of $255.79 for the amount charged by the vendor.
We can
confirm that on May 5, 2019, Ms. called Expedia stating that she tried
to cancel the hotel reservation on our website but failed. Our agent called the vendor who advised that
the booking was not in their system and the customer will not be charged.
On
May 24, 2019, the customer sent an email requesting a refund of $255.79, with a
screenshot of the bank statement showing the hotel charge. We contacted the vendor again on June 10,
2019, to advocate on Ms. behalf and request a refund. Regrettably, the refund request was denied.
The *** Hotel is the merchant of record (the entity that
received the funds and the company that charged the credit card) on this
booking.
Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. Expedia does not own, operate or otherwise run any hotels.
Nevertheless,
as the customer attempted to cancel the booking on May 5, 2019, on June 14,
2019, Expedia processed a refund of $255.79, back to the original form of payment.
The time it takes a refund to appear in the customer’s account depends on their
banking institution, usually within three to five business days.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I have an open case with Expedia that I have tried to solve with e-mails and phone calls with Expedia support since more than a month, but haven't been able to.
I bought 1 ticket for my wife Edna on Expedia.com on April 28 and paid the amount of $1,693.13 by credit card (Expedia itinerary # : ***, on *** Airlines (***) (Ticket # ***) I received the usual e-mail confirmation from Expedia for itinerary ***.
A few days later I noticed on my credit card account that the amount of $1,693.13 had been charged 2x. Once with the reference *** AIR ***3, and a 2nd charge with the same amount: *** AIR ***.
I sent an e-mail to Expedia customer service on 05/04 and asked for a refund of the 2nd credit card charge. Expedia took 9 days to respond (Case ID. I have since exchanged a dozen e-mails and have been 2 hours+ on the phone with Expedia(mostly on hold while agents read case notes, as apparently nobody followed up on the problem). A solution finally proposed on 06/02 was to cancel the 2nd booking, which would however result in a penalty of $250.00, then refund those $250.00 to a hotel booking of mine and then have me wait for reimbursement of the remaining over $1400 from *** for up to several weeks.
I refused this scheme, as:
I have nothing to do with the second booking I was charged for, therefore any cancellation fee is not my problem and
I have in this booking transaction no business relationship with *** Airlines.
Instead of actively solving a company mistake (mistakes can happen) by dealing with *** and making sure I get a refund either direct from *** or through Expedia, Expedia leaves it up to the customer to advance the issue and in the end proposes a solution that would close the case for Expedia, but would leave it again up to me to make sure I receive more than $1400.00 from ***, that were taken from me by an Expedia mistake.
Expedia.com Response
• Jun 14, 2019
June 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on April 28, 2019, Mr., or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***. The total cost of the booking was $1693.13. We understand Mr. is requesting a refund for the additional charge on his credit card in the amount of $1,693.13, as he was charged a total of $3386.26.
Upon review of Mr.’s complaint, we can confirm he sent an email to Expedia showing the duplicate charges on his credit card. Expedia reached out to *** Airlines, the merchant of record (the entity that received the funds and the company that charged the credit card) on this booking to investigate the charges. The airline directed us to the accounting team handling the payments between them and customers and on June 13, 2019, a full refund of the duplicate charge, in the amount of $1693.13 was issued back to the original form of payment. The time it takes a refund to post to Mr.’s account depends on how quickly his credit card company processes refunds, generally within two billing cycles.
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.
In 2018 I purchased a *** ticket from Expedia to travel to Haiti. On July 11th 2018 because of unsafe conditions in Haiti, I cancelled the ticket. At the time (July 2018) I called Expedia to confirm the terms of the cancellation, and the agent confirmed that I would be able to use the ticket within 12 months of the cancellation date minus a $150.00 cancellation fee.
On June 5th 2019 I called Exp to arrange using the available funds to purchase another ticket from *** however I was informed by a supervisor Dan/BCddelapena that I would not be able to use the remaining credit of the ticket because the ticket expired on May 4th ( the date the tkt was purchased). The supervisor alleges that he called *** and *** refused to extend the term of my agreement. The call was then escalated to a manager LuAnn who said that the terms of the cancellation are directed by *** and that Expedia could not decide to refund the money because they did not have this capability.
I then called *** to confirm that I could not use the funds for the ticket, however the agent on the phone informed me that contrary to what Expedia alleged, the ticket was in Open status and the decision to use the funds from the ticket were solely with Expedia. Furthermore, the agent said that the ticket was in Open status and had I not used a third party I would still be able to use the credit because the credit for the ticket would expire only a year after the date I cancelled the ticket (not the purchased date).
Dan pointed to the cancellation policy on the Expedia site as "proof" that I agreed to those terms however the cancellation policy linked to the itinerary is an *** Airlines and not a ***. LuAnn said that the email I received when I purchased the ticket at the time had this agreement but was unable to reproduce the email.
I called Expedia after speaking to *** to resolve this matter another supervisor Nicole also was unable to issue a refund or help in any way.
Expedia.com Response
• Jun 11, 2019
June 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: *-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from (Customer Name) (Revdex.com case number ***) regarding a refund request.
Our records reflect on May 4, 2018 the customer accessed Expedia.com and self-booked itinerary # *** for a round trip flight aboard *** Airlines departing July 14, 2018 from New York, NY to Port-au-Prince, Haiti, returning July 22, 2018. The terms of the ticket, provided by the airline during the booking and accepted by the customer by finalizing the ticket and also available on the itinerary link to the ticket stated :
FOR RESERVATIONS MADE BY AN AGENCY THROUGH THE GDS THAT ARE CANCELLED PRIOR TO SCHEDULED DEPARTURE THE TICKET SHOULD REMAIN IN OPEN STATUS FOR USE ON FUTURE TRAVEL. THE TICKET IS GOOD FOR ONE YEAR FROM THE DATE OF ORIGINAL ISSUANCE. The customer, per her letter, did not contact Expedia to re-book and use her credit until June 5, 2019, more than a year after the issuance date of May 4, 2018. This unfortunately means she forfeited her entire ticket amount to the airline. ***, as the validating carrier, does control the funds the customer paid for her tickets. Expedia contacted the airline to advocate on behalf of the customer and *** advised they will not waive their penalty and would no longer allow use of any portion of the funds to be applied to a new ticket.
Expedia serves only as a third party booking intermediary for vendors who utilize our website to offer their services. Expedia must uphold and enforce the terms of the vendor. Ultimately, while Expedia regrets the customer was not able to utilize her credit, it is the customer’s responsibility to ensure they carefully review the vendors written terms of the travel they purchase and follow them closely.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
Customer Response
• Jun 11, 2019
Complaint: ***
I am rejecting this response because: Although I may have agreed to the terms by purchasing the ticket. I called to cancel in July 2018 and the representative I spoke to at the time said I had until the date of cancellation to rebook. I also called a *** agent after calling Expedia and they confirmed what the agent said at cancelation. I believe that Expedia is using deceptive practices to use my ticket for other passengers. My ticket was still “open” at the time I called to rebook not cancelled.
I bought a plane ticket with Expedia for a flight leaving Monday, May 13th from Phoenix, AZ to Prague. My first flight on the 13th left Phoenix and arrived to Frankfurt with *** airlines. I arrived to Frankfurt with no problems. When I went to board my second flight with *** airlines, they told me that I couldn't board because my ticket was for the following day. When I showed them my Expedia reservation was for, in fact, that day, they told me that someone had booked me incorrectly, and I would have to fly the following day. I booked a hotel in Frankfurt for the evening and spent the entire night on the phone with Expedia asking them to cover the cost of my hotel as the reservation I booked with them was incorrect in the airline's system. They told me that it was not their fault because once I book with them, they cannot access the system of other airlines. I told them that because I booked with them, I expected the service they offered me (correct reservations) to be done correctly. Since then, I have spent over 6 hours on the phone with Expedia over three days. They then told me that they couldn't reimburse me because I used the hotel reservation and they can only reimburse unused reservations. Then they told me they couldn't reimburse me because I didn't call them the night of the issue, but instead called two weeks later. (Also, not true because I called that night in the hotel). They finally offered me a coupon for future hotels once I was scaled up to corporate. I told them I needed a refund because I needed to pay my credit card. They said they technologically can't do that. When they were having trouble loading the coupon, they offered to refund my card, but only $100 because the max coupons I can have are $300. When I asked why they just couldn't refund the full amount if, they can do refunds to cards, they said it was not in their policy to do so. When they spoke with the airline, the airline confirmed my reservation was incorrect in their system.
Expedia.com Response
• Jun 14, 2019
June 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on April 12, 2019, Ms.,
or an authorized user of her Expedia account, self-booked a round trip flight
reservation using Expedia’s website, under itinerary ***. Travel was validated by Low-Cost
Carrier *** Airlines, departing on May 13, 2019, and returning on May 29,
2019, from Phoenix, AZ, USA to Prague, *** Republic, with connecting flights
in Frankfurt, Germany on May 14, 2019 with *** Airlines and May 29, 2019 with
***. We understand Ms. is requesting a refund in the amount paid
for hotel accommodations, needed due to airline-initiated schedule changes
associated with the above flight booking. We see the customer paid a total of
$384.14 for a reservation with the *** Hotel Frankfurt/Main Airport,
Frankfurt Germany for the night of May 14, 2019, under itinerary ***.
Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers. Expedia does not own, operate or
otherwise run any airlines.
Additionally, Expedia’s Terms of Use, which were agreed to by Ms.
at the time of booking, expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Furthermore, we can confirm that the following Low-Cost Carrier policy
was provided to Ms. within her reservation:
Your
flight booking is with a low cost airline and can only be changed or cancelled
by contacting the airline directly. For convenience, you can select the airline
from our online check-in page. Please note that Expedia may not be advised if
you change or cancel your flight with your airline directly, or if the airline
makes any changes to your flight schedule. These changes may not be reflected
in your Expedia Itinerary, so please ensure that you also print out any
subsequent itinerary change emails you receive directly from the airline.
Regardless of the above information, as we value Ms.
*** as our customer, Expedia issued a future travel coupon in the amount of
$100.00, in addition to a $100.00 refund, for customer satisfaction. While we
regret Ms.’s experience was not as we would have hoped, we are unable to
fulfill her refund request for $386.39, as noted in her Revdex.com complaint.
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 14, 2019
Complaint: ***
I am rejecting this response because: of the gross incompetence of Expedia in dealing with this situation as well as their response in the message above. When I spoke with Expedia on Tuesday, May 14th, I was told they could not do anything as they could not identify what the problem was. When I spoke with them again Sunday, May 26th, they told me they couldn't reimburse me because I didn't call them the night I had the problem. When I showed them that I did, in fact, call them on the 14th, they told me later that I couldn't be reimbursed because I had used the reservation. When they finally offered me a coupon to make up for the "inconvenience," I told them I didn't need a coupon. I don't want to book with them again. I needed money to pay off my credit card. They said this wasn't possible as their systems don't allow for that. Then they realized that their IT team wouldn't allow them to put the coupon on my account and only then did they refund the money. Interacting with them has been nothing but lies and excuses in order to avoid paying back money that resulted in THEIR error. I may have booked through a discount airline, but the error was in THEIR booking. My layover in ***'s system was for 7:50PM on Tuesday, May 14th and in *** Airline's system for Wednesday, May 15th at 7:50PM. This is the responsibility of Expedia to ensure that the reservation I booked with them was booked for the correct day. My reservation with Expedia was correct. Yet, for some reason, the reservation in the airline's system was wrong. They say they are not liable for errors done by the airline. However, as the airlines also won't take responsibility as they are saying I made this booking through Expedia, I can only assume that the entity with whom I purchased my ticket should be the one to ensure my ticket was booked with the airline for the correct day. If not Expedia, what service are they even providing?
I would accept this response IF this wasn't different from everything I was told on the phone by multiple Expedia representatives and I request the Revdex.com go back and listen to my recorded phone calls with Expedia for further information. You will see that many representatives even agreed with me on the phone prior to scaling me up to a supervisor.
I booked round trip international tickets for my parents. The ticket was double booked by Expedia. I was charged twice. I have called them at least half a dozen times to deal with the issue. They have admitted that this was a double booking (same flight same origin and destination and same passengers). They said that this was an *** ticket and that they have sent them a request. Each time I called they said the same thing. On the last call the lady followed through and sent me an email saying that Airline will issue refund. But the amount was incorrect and the credit card number was incorrect. This was a mistake and nothing was done to remedy the situation. I bought the tickets last June and expedia still owes me over 3K! Each time I call they create a new req number and give the pretext that they are working on the problem. But nothing happens after a month of waiting. Each time it takes hours to talk to them. I feel they know that they take so much time that we just won't bother to call back. Well, they need to fix this problem!
Expedia.com Response
• Jun 13, 2019
June 13, 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 *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on June 6, 2019, ***, or an authorized user of the account, self-booked a multi-destination flight reservation at 9:56 pm on Expedia.com, under itinerary ***, for travelers, *** and ***. Travel was with *** and ***, departing on July 9, 2018, from Bengaluru, India to Portland, OR, United States, returning on August 30, 2019, from Boston, MA, United States to Bengaluru, India. On the same day, at 10:01 pm, ***, or an authorized user of the account, self-booked a multi-destination flight reservation on Expedia.com, under itinerary ***, for travelers, *** and ***. Travel was with *** and ***, departing on July 9, 2018, from Bengaluru, India to Portland, OR, United States, returning on August 30, 2019, from Boston, MA, United States to Bengaluru, India. We understand *** is requesting a refund of $3300.00 for the duplicate booking made on Expedia’s website.
Upon receipt of the complaint, we verified that *** completed the two bookings for itineraries *** and ***. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was accepted and completed, the booking details were displayed for review and confirmation. This was also provided on the confirmation email; to which, confirmations for both itineraries were reviewed on June 6, 2018.
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. *** is 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.
Expedia reached out to *** to advocate on ***’s behalf, requesting a refund approval for the duplicate reservation. *** advised that on August 26, 2018, they have processed a refund for itinerary ***, with ticket numbers *** and ***, back to the *** card ending in ***. However, we are unable to confirm the exact amount as the airlines took control over the tickets. We strongly recommend for *** to contact the airlines and/or the banking institution directly to verify the refund amount.
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 13, 2019
Complaint: ***
I am rejecting this response because:
After AUGUST 2018, I have contact Expedia on no less than 5 occasions. Each time, they have admitted that there was an error and that they would be sending a note to *** on ***'s website to request the refund. My last conversation with expedia corporate representative was less than two weeks ago, where again the rep made another request with ***. I had contacted them because on April 14th , 2019 I received an email from an Expedia Rep telling me that *** was processing my request and 2066$ would be refunded. However, the amount and the credit card in Expedia's email was incorrect. I called Expedia to ask about the inconsistencies.
This time again, the REP apologized and asked me to be patient while they contact ***. I have not heard anything from the Airline or Expedia.
This is in complete contradiction to the rubbish email provided to Revdex.com from Expedia. The Expedia reps unable to find a way to get the refund issued from *** and are also NOT in communication with the people who respond to Revdex.com. One party is trying to work toward ( unsuccessfully) getting me $3200 refund, while the other party simply is clueless about what is going on and writing responses with information from a year ago!
Yes *** did credit me but they also charged me again for the same flights months later!! I have all credit card details to prove that I have NOT yet been issued the refund I am owed.
I have contacted Expedia due to an emergency due to which my doctors strictly forbade me from flying this month. Expedia agent charged me a large fee for changing the date and assured me that my premium seating will not change. I found out later that he downgraded me to the economy and kept $500 difference to benefit Expedia. After calling Expedia and being transferred from person to person and being hanged up on many many times, they have canceled the change and kept the original ticket knowingly that I do not have medical permission to travel. Which means that they would keep all the money for the tickets. I have been on the phone with them for hours and they keep asking me for more money to fix their mistakes.
Expedia.com Response
• Jun 12, 2019
June 12, 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 the exchange process.
Our records indicate, April 17, 2019, Ms. or an authorized user of the Expedia account booked a round trip flight, departing July 9, 2019, from Portland, OR, USA arriving in Kaliningrad, Russia and returning on September 18, 2019, via itinerary ***. Confirmation email was sent on April 17, 2019, to the email address on the Expedia account. It was first opened on January 17, 2019 and was opened twice.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 4, 2019, Ms. called instating she was not able to take the flight due her doctor's advise - not to fly. Ms. wanted to change the flight to depart in July and return in September. Our representative advised an exchange fee of $200 and Ms. was okay with that. Later that day Ms. called again, and complained that the previous agent downgraded her from premium economy to economy class. Our representative confirmed the downgrade and provided the option to void the exchange and rebook the segments in premium. Ms. wanted to be booked in first class. The representative voided the exchange, Ms. asked to speak with a supervisor. The escalated call was taken over. Ms. wants Expedia to upgrade to her to first class. Our representative advised we will not be upgrading to first class and the call was disconnected. Our representative advised a $400 refund for the downgrade would be refunded since it was incorrect. Our representative advised the refund would take from three to five business days or up to two billing cycles. On June 8, 2019, Ms. talked to a manager and multiple agents and was promised that she would get premium economy seats but still getting basic economy since the package was downgraded, asked for a follow up escalation. A repreeentative took over the call and was able to detemine an exchange was performed and the class of service was downgraded from premium economy to economy. The ticket was issued and then voided. The ticket was then exchanged into economy again and reinstated and reprice with the same flight with the same class of service of the original. The new fare is $1870.03, original ticket is $1915.63. The ticket was exchanged; total add collect $730.20. Expedia took care of the $730.20 charge for the correct class of service since the exchange was not handle properly.
After further review on June 12, 2019, Expedia has been able to verify the tickets were issued for the correct class of service at no additional cost to Ms. and there has been a refund issued for the $400.00 charge from June 4, 2019. The refund will appear back on Ms. card in three to five 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. Aeroflot-Russian 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.
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.Based on the above there is no additional refunds that Expedia is able to honor nor changes to the class of service that need to be made. 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-***
Corporate Correspondence Team
Customer Response
• Jun 12, 2019
Complaint: ***
I am rejecting this response because:I would like a full investigation into the issue, this is borderline libel law violation by the business. The $400 Expedia refunded was $400 they charged for a change without my permission, second time I called because they failed to change the tickets and downgraded me without compensation in price. I spend two full days on solving the issue that they had to solve manually in the end. I paid for comfort class, and without me calling and making sure that they will do their job, I would have ended up flying in economy. This is an excellent example of a business spending more money on lawyers to put information out of context than customer support, and their rating should reflect that! I also did not demand first class, I said I will not accept economy seats for $1900+, and after they stated that they no longer have comfort class, I stated that they can upgrade me to business class, but I will not fly economy when I paid for comfort class. Please also ask the business how many agents I had to speak with to resolve this issue, how many hours I had to spend on hold, and how many times we were "disconnected" on their end during this horrific customer experience.
I went on expedia.com and was searching to book for a vacation from Detroit to cancun for two passengers. After I made my selection I entered all of the required information along with my
credit card after I clicked submit the website gave me an error message starting a error have incurred please try again after one minute. I made three other attempts to submit my vacation payment and I still received the same error. Moreover, I did not receive any email confirmation for my trip details whether if was booked or not. Shortly after I received text message from my Credit card provider stating my card was charge twice in the amount of $839.41 which totals $1940.
I called Expedia customer service and explained the situation and I was informed they're having technical issues and someone will contact me in the next three hours. Four hours later I called inquiring of the status and why I haven't received my itinerary and I was informed that the website is not taking credit card payments at this time which explains why my reservation did not go thru. I Asked to give my refund back and I'll book somewhere else OR, provide me with my confirmation, and I was informed by this rep named john that I have to go to a local store and buy a gift card so they charge on it $800, ONLY THEN they will refund my $1900 charge!!!! I asked to speak to a supervisor and john hung up in my face. I called again and Karen answered the phone who had heavy accent and sounded asian, I explained the situation and she verified the information I provided then stated I the same story as the other rep that I have to pay $800 on gift card to verify my identity before they can refund me, when I refused they stated the following to me: WE WILL NOT REFUND YOU ANYTHING, DON'T EVER CALL BACK HERE AGAIN, YOU *** AND HUNG UP IN MY FACE. 1 min later I received a phone call from washington DC area code I answered, and it's KAREN AGAIN THE SECOND SHE HEARD MY VOICE SHE SAID " *** YOU *** which's shockin
Expedia.com Response
• Jun 06, 2019
June 6, 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 package reservation.
Our records indicate that on June 4, 2019, Ms., or an authorized user of her account, attempted to book a package reservation; however, the booking was not completed. We understand that Ms. is requesting a refund of $1945.00 for the attempted booking and to have a manager contact her directly to apologize for the poor customer service she experienced.
Upon receipt of the complaint, we contacted Ms. by phone today, June 6, 2019, and addressed the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Having read most of the 373 Revdex.com reviews I am not surprised that Expedia Travel has treated their customers so poorly and in such a shameful manner. I too am out $883. because of Expedia's representative booking us at the wrong resort in Cabo . Upon arrival at the resort we were told that we had no reservations there, that the reservations were at another resort. We immediately called Expedia and they assured us that they would correct the error and that they would call us back within 24 hours. We made repeated calls the following week and our calls were never returned.
We disputed the charges with *** Bank credit card but Expedia claimed that we should have cancelled our reservations at the resort we were booked at and that the date to cancel was prior to our check in date. This made no sense, neither were their other reasons for refusing a refund.
I wrote our Attorney General of California and they referred me to *** (***) to file a claim. *** was formed in 1995, by our state legislature for the benefit of California consumers who have suffered losses. I would encourage all of you to file claims from this corporation. All sellers of travel, in California, are required to participate to this restitution fund. I'm giving it a try because some one, *** or the attorney general should bring these travel issues, involving Expedia and any other travel agents, to the attention of state legislators. If you look up the Expedia Headquarter's web site you will see another 250 plus reviews on this fraudulent company.
I booked a hotel stay at *** in Jamaica, New York through *** Expedia. The telephone number associated with my *** account is ***. My reservation was for 5/21/19-5/25/19 checking out on 5/26/19. Because the hotel was unable to accommodate the needs of family members who were coming to town, I decided to leave on 5/23/19. I informed a young female customer service representative at the front desk that I would be checking out of the hotel the following morning which was 5/23/19. On the following morning I informed a young gentleman that I was checking out, and I gave him the two keys that I had to the room. He told me that he was already aware that I was leaving that morning. He then so kindly told me how to take public transportation to New Jersey and offered to help me with my bag. Yesterday I checked my bank account and discovered that I had been billed for $598.54 and $116.07 on 5/22/19. This amount exceeded the time that I actually stayed at the hotel by several days. I telephoned *** to seek a remedy to the problem. They informed me that they had telephoned the hotel and were told that I had in fact checked out on the 26th which is untrue. I would like to be reimbursed for the time that I did not stay at the hotel. I informed the hotel representatives that I was leaving on the evening of the 22nd and the morning of the 23rd long before the 11:00am check out time. I submitted my keys. I acted ethically and responsibly.
Expedia.com Response
• Jun 11, 2019
June 11, 2019Revdex.com*** Complaint DepartmentRe: *** Case #: ***Dear Revdex.com,Thank you for taking the time to contact *** 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. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.*** is responding to the consumer complaint from Ms. *** , Revdex.com case number *** regarding a refund.Our records indicate March 16, 2019, Ms. or an authorized user of the Orbitz account booked a five night hotel reservation for the ***, checking in on May 21, 2019 and checking out on May 26, 2019 via itinerary ***. A confirmation email was sent on March 16, 2019, it was opened and reviewed once.Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. On May 31, 2109, Ms. called in stating that she stayed two nights and the hotel had charged her the whole amount and that she would like to be refunded. After further review on June 11, 2019, *** reviewed of the reservation, and the hotel charges and refunds were as follows: March 17, 2019 charged $696.36; May 14, 2019 a refund for $74.75 and on May 16, 2019 a charge of $92.95; total charge of $714.56. *** contacted the *** and they advised they issued a refund of $359.40 on June 1, 2019 to the card they originally charged. The *** Cancellation and Change Policy:
*** 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 honor or operate any hotels. We hope you understand we must adhere to the policies dictated by the airlines.
Based on the above, *** is not able to honor your request for a refund. If we may kindly suggest, you may want to contact the *** (***) in regard to the any further refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence TeamTell us why here...
I made a rental car reservation through Expedia around 10:30 pm on June 3, 2019 and 45 minutes later I called to cancel my reservation # Itinerary # *** The lady who was helping could never get in contact with the car rental agency I stayed on the phone for a long time. To make a long story short she told me I was unable to refund me my $109.97. I feel I have been robed and scammed. How is it possible that just for making a reservation the rental car charges me full amount. I will take this case to Social Media and Local news if I have to. I also drove all away to the rental location in Fort Lauderdale and they told me that they would not refund me that I need to contact expedia.
Expedia.com Response
• Jun 12, 2019
June 12, 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 car rental reservation.
Our records indicate that on June 3, 2019, Ms., or an authorized user of her account, self-booked a “Pay Now” car rental reservation on Expedia.com, under itinerary ***. Reservation was with ***, with a pick-up date of June 3, 2019, and drop-off date of June 10, 2019, in Ft. Lauderdale, Florida. We understand Ms. is requesting a refund of her unused car rental reservation in the amount of $109.97.
Upon receipt of the complaint, we have verified that the booking details were displayed for review and confirmation during the booking process and right before the reservation was completed. Furthermore, the following mandated car rental cancellation and change policy was advised and accepted by Ms. at the time of booking:
No cancellation or changes are allowed for this rental.
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. Additionally, Expedia’s Terms of Use were available for review and were agreed to at the time of booking. They state the following:
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.
Expedia reached out to *** to advocate on the customer’s behalf, requesting approval to refund the unused car rental reservation. Regrettably, the car rental agency denied the refund request due to their strict non-refundable policy.
However, because we value Ms. as a customer, and regret her experience was not as we would have hoped, Expedia is happy to honor her refund request. A refund of $109.97 was processed today, June 12, 2019 back to Ms.’s original form of payment. The time it takes to receive the said refund will depend on Ms.’s credit card company or banking institution. Typically, within 5 – 7 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I was using the Expedia App to rent a vehicle. I was charged approximately $157. The instructions or information said that I could purchase insurance for the vehicle at the Rent a Car location named ***. But when I arrived at the front desk of *** they denied me because I was a Florida Resident and I must provide my own insurance. However the instructions did not say that and therefore I did not know. Both *** and Expedia did not provide the accurate information and they refused my refund. Revdex.com was able to communicate with *** and they denied taking my money saying it was Expedia.
Expedia.com Response
• Jun 13, 2019
June 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund request.
Our records reflect on February 17, 2019 the customer accessed Expedia.com self-booking Itinerary #*** for a prepaid car rental reservation through *** Car Rentals to pick up February 17, 2019 in Miami, FL and returning on February 20, 2019. The customer has stated *** refused to provide the vehicle, citing a requirement that Florida residents are not able to purchase insurance coverage through the car vendor and must provide documentation of their own private insurance policy covering the rental.
On March 6, 2019 the customer contacted Expedia.com requesting a refund of the itinerary as they were not provided a vehicle.
Expedia serves only as a third party intermediary for vendors, including car rental companies, who utilize our website to offer their services. In a review of the information provided by *** we do not see a mention of Florida specific insurance rules. We did find the following instruction to the customer under the insurance section in their terms:
PLEASE CONTACT THE BRANCH DIRECTLY OR THE HEAD OFFICE ON *** OR BY EMAIL ON *** FOR FURTHER INFORMATION.
Customer’s should always contact car rental locations to verify what they will need to provide or can expect in regard to insurance options. They can also call Expedia.com at any time prior to their pick up date and request our agent speak with the vendor to verify the insurance rules for them.
On March 6, 2019 Expedia contacted *** Rentals to advocate on behalf of the customer, requesting the vendor’s permission to refund the customer and their agreement not to bill Expedia for this itinerary. *** refused the request, stating they would be collecting in full for this reservation. Expedia, serving as an intermediary, must abide by the terms of the vendor and the customer was advised the customer that *** would not approve a refund.
Although *** has collected the customer’s funds, as a on-time courtesy Expedia has processed a refund to the customer in the amount of $157.31 back to the customer’s original form of payment. The time it takes for the funds to be available in the customer’s account depends upon how quickly tier bank processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
Customer Response
• Jun 17, 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.
Tried to make online reservation. When I entered my payment information on Expedia website I was told that the price for that itenary had changed. A 325.00 debit had been made to my account. I was told that I would have to wait 1-3 business days for my bank to release fund on hold initiated by there payment processing and I would need to make reservation.. I told them I had. limited amount of money in account ,the money on hold was needed to make another reservation. I told them if I had to wait for my bank to release funds the price might go up. They gave me a 150.00 credit to cover any increase in ticket price. My bank does not release funds for 10 days. I was to use credit no later then 10 days. Today I tried to rebook but I called agent instead of Online. Agent quoted me the price, took my payment information. but upon processing she told me the price had increased. A 275.00 debit was made to my account. She gave me alternative price and tried to run transaction again. Another 271.00 was debited from my account and transaction was declined because money had already been debited from my account which reduced my balance.. I was told I would have to wait until my bank releases funds and try to rebook. I am scheduled to leave in 9 days but cannot rebook flight until funds are released from bank in 10 days?? They have told me that airline was the one that made debit. I did not deal with Airline I dealt with Expedia. My bank will not change release time for hold without merchant release letter. Merchant (*** Airlines) says my transaction was with Expedia. Please help.
Expedia.com Response
• Jun 11, 2019
June 11, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on June 4, 2019, Mr., or an authorized user of his account, attempted to book a flight reservation on Expedia.com. Regrettably, the transaction did not through as there was a price hike on the reservation. We understand Mr. is requesting for Expedia to resolve the issue with price changes and to issue a refund on the authorizations held on his account.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations that is updated regularly as purchases are made. As updates occur, every so often causes booking transactions to fail. The prices are dynamic in nature, we do not have a way to control or fix a certain amount as these fluctuations in price are controlled directly by our airline partners. Additionally, when using our website the customer accepts the Terms of Use which mentions the information below.
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 credit card authorizations on Mr.’s credit card account were temporary charges by the vendor to check the validity of the card. These authorizations will automatically be released within 3 – 5 business days, depending on Mr.’s credit card company.
We regret Mr.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor the refund request, because the funds are not held by Expedia.
Hello, I hope you can assist. I booked a trip to Italy through Expedia and the next day I received an email from Expedia with email content from the hotel. In the email, the hotel stated the reservation was not valid because they did not have type of room requested. I contacted Expedia about this issue and they stated they corrected the matter. I am not able to see the paid on the Expedia account information as it should be expected. Instead, Expedia has sent me emails confirming the reservation. As I will be very far from home, it should be expected for the customer to see the correct reservation in the customers profile. This is part of the customer receipt process for services rendered by Expedia. Please assist in correcting the matter.
Expedia.com Response
• Jun 06, 2019
June 6, 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 *** requesting proper receipt.
Our records indicate, on May 24, 2019, Mr. or an authorized user of the Expedia account booked a round trip flight departing on August 10, 2019 from Dallas, TX, USA to Rome, Italy and returning on August 17, 2019 from Rome, Italy to Dallas, TX, USA, along with a six night hotel stay at *** the Vacation Waiver; via ***. A confirmation email was emailed on May 23,2019, it has been opened and reviewed six times.
Upon receipt of Mr. concerns, we investigated the issues which were brought to our attention. We can confirm on May 24, 2019, Mr. called in advising he had received two emails from us saying that the request for twin bed was denied and that the departure flight had decreased by $158.58. Our representative called the hotel and they advised the room that was reserved has a single bed and cannot be changed. The representative looked for a flight with the lower price but was only able to locate $1,490.73 for a roundtrip. Mr. did not care for the outcome and the call was escalated. Our next representative took over the call and Mr. complained that he doesn’t have a twin bed and the site says it does. Our representative called the hotel and they advised that the classic room does not include a twin bed, it includes a child’s bed. Our representative covered the cost of the room $648.22 based on the advertisement error on the type of bed. Mr. stated he had received an email from us saying his flight had reduced by $158.58. Our Representative reviewed Mr. account and he did not choose the price match guarantee for flight at the time of the reservation creation. Our representative was able to verify Mr. didn't purchase the Price Match Protection, offered a coupon but Mr. is not okay with the resolution, the call was escalated. Our new representative took over the call and Mr. claimed he purchased Price Match Protection through Expedia and wanted to cancel due to no price match. Mr. was informed the Travel Protection Vacation Waiver is not the Price Match Protection. Mr. was offered a $200 coupon by a previous agent. After notifying Mr. of our decision not to honor price match he was offered a $200 coupon again, and he accepted.
After further review of Mr. account, the change to the hotel did not change/alter the price of the original reservation since Expedia paid for the change to the room with the correct bedding. Your pricing is as follows and was all charged on May 24, 2019:ImageExpedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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 06, 2019
Complaint: ***
I am rejecting this response because:Expedia’s response member did not address the question and concerns of the Revdex.com communication. The concern is that the notes that were just replied by Expedia are not in my view to the assigned account I have with Expedia. All the changes are internal to the company and not available for me to view on my account. This is the receipt process of the transaction and they are not providing the proper accountability of events that have surfaced. As I don’t have this information for me to view on my account, pursuing the services on the date of the travel can be rejected by the participating companies. Expedia assumes the third parties will honor changes made to the transaction on good faith without my access to the changes to reflect on the account. This can be used to show authorities that indeed travel was booked and paid. At this time, there is no proper proof these changes have unfolded; therefore, the third parties have the right to refuse me when asking for services and force me out of their premises. I am asking for proper transparency to the changes that have occurred and display these changes for me to proof to others that it has occurred in my account to the telephone application and internet profile.
On March 20, 2019, I booked 2 hotel rooms through Expedia at the *** Jacksonville/St. John's Town Center for one night - April 15, 2019. Expedia sent me a text confirming the reservation (#***) with a link to check my booking, which included available cancellation options. I ended up staying elsewhere and forgot all about canceling this booking. Needless to say, the hotel charged me for the 2 rooms at the rate of $224.87 per room (total $449.74). I understood that I needed to cancel in advance to avoid paying the charge, but my complaint is that Expedia failed to send me a reminder email or text a few days before or even one week before my scheduled stay. A reminder is customary practice and if Expedia usually sends such a reminder, but failed to do so with me, theyare in the wrong and owe me a full refund. If Expedia does not send email/text reminders, shame on them. The only reason Expedia would fail to send a reminder is to "trap" a forgetful customer like me. This too is unacceptable and in this case, I'm asking for a full refund as well.
By the way, I called Expedia about this issue on or around May 1, 2019, and was told to contact the hotel. I did so and was told by the hotel to contact Expedia. I email Expedia on May 2, 2019 and was told that my email on file was different from my existing email. I told them my email hasn't changed, they had sent me email reminders for prior reservations, and they had my phone number for this reservation but still not only did they not send an email, but they never sent a reminder text either.
In response, on May 4th, Expedia told me they were in the process of coordinating my refund with the hotel. I emailed on May 15, 2019, and on May27th, received an email directing me to call the hotel. I'm tired of the run around and see this as Expedia's problem where I booked through them, and they failed to send me a reminder email or text as is industry standard.
Expedia.com Response
• Jun 07, 2019
June 7, 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 *** for a refund of $449.40.
Our records indicate, on May 20, 2019, Ms. *** or an authorized user of the Expedia account booked two rooms at *** Jacksonville, arriving on April 15, 2019 and checking out on April 16, 2019; via ***. A confirmation email was emailed on May 20,2019, it has not been opened or reviewed.
Upon receipt of Ms. concerns, we investigated the issued which were brought to our attention. We can confirm from May 1, 2019 through May 27, 2019, there were numerous emails from Ms. to Expedia about her forgetting to cancel the hotel reservation, receiving a charge for it and wanting to get a refund. Expedia emailed the hotel and never received a response and emailed Ms. referring her back to the hotel for assistance with her request.
After further review on June 7, 2019, Expedia contacted the *** Jacksonville and spoke with a hotel representative who advised the hotel would not authorize Expedia to issue a refund for the reservations. Expedia also reviewed the confirmation itinerary which contained the following cancellation and change policy for the *** Jacksonville: 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 honor or operate any hotels but must follow their cancellation and change policies/
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.
Based on the above, Expedia is not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Tried to change a hotel reservation from 5 night stay to 4 night stay. Room booked allowed 48 hour change feature which I paid extra for. Expedia refused to change the dates even with 72 hour notification. Tried repeatedly to contact to resolve issue but the firm continued to keep me on hold on the phone for well over 30 minutes. No way to find anyone to talk to about this issue.
One of the dumbest customer service team for a travel company. I booked a bundle reservation and asked for a receipt for a hotel. They sent me a receipt that is no use, does not mention the hotel name dates, etc. My company denied it. I have asked again and they sent the same after their back office team spent 3 days on it.
The problem is Expedia only wants people to book and not care anything after. Their online system is the worst. The customer service agents cannot even speak English and understand what you say on the phone. They transfer to different agents, ask to repeat phone numbers and ask for itinerary numbers and waster customer time on phone. Terrible company. I am not going to book again.
11 mos ago we made reservations for a hotel room through Expedia.com. We recvd an itinerary number for our stay and paid by credit card. Did not get any other emails regarding this. At the time that we arrive d (early) we called to find the hotel and they told us at the ***, Ft Walton, Fl., this is when we were informed that we had no reservations. Now neither of them will return our $228. That they charged us and refused to give back. I cannot see how this is our fault. We thought we had a room since we paid for it, all because Expedia told us we were set, BEFORE, confirming it!! Thats just bad business and we feel we are owed our money back! I am also on disability and dont have money to give to Expedia or a hotel that we didnt even stay at. Now the hotel is saying we were "no show" , which iS NOT TRUE!! Please help us resolve this. This is a very bad way to treat ppl, specially on disability!
June 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a request for a refund of a hotel reservation.
Our records reflect on June 27, 2019 the customer self-booked a stay at ***, Fort Walton Beach, FL to check in June 29, 2018 and checking out July 1, 2018. The customer is reporting that the hotel did not honor the reservation. The hotel, when contacted, advised Expedia that they had received the reservation and the customer was a “no show” and did not arrive to check in.
We are sorry to learn about the customer’s experience with ***. Expedia.com acts only as a third-party intermediary for hotel providers. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage them to contact us from the hotel if the accommodations or service is not satisfactory, upon arrival. This enables us to attempt to find a resolution at that time.
We do not show that the customer contacted us from the hotel, when their itinerary was not honored. The first contact we note receiving was July 7, 2018. As Expedia was not contacted during travel, we were unable to assist with the vendor, or finding alternate accommodations, when the customer encountered issues. As such, the hotel imposed the full penalty and offers no refund for the unused reservation.
Expedia serves as a third-party intermediary and does not own or operate any hotels, and must adhere to the policies dictated by the hotel. While Expedia was not given the opportunity to resolve this situation, when the customer was denied a room, and the *** has refused to cancel the reservation and return the customer’s funds, as a one-time courtesy on June 12, 2019 Expedia had refunded the itinerary in the amount of $ 219.78 back to the customer’s original form of payment. The time it takes for the funds to be available in their account depends upon how quickly their bank processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
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 book a reservation with a cancellation policy that reads: Cancellations or chances made before 7pm on May 14 or no shows are subject to a fee equal to the first night rate plus taxes and fees. This made me believes that reservations cancelled before May 14 would be refundable. Turns out that the reservation upon booking was subject to a one night fee - not those cancelled on 5/14 before 7pm. Due to the ambiguous nature of this cancellation policy, I have lost 290 for a reservation cancelled on 4/27.
June 11,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re:
Expedia Case #: ***
Dear
Revdex.com,
Thank you
for taking the time to contact Expedia, Inc. regarding an issue from our
customer. We appreciate the Revdex.com allowing
us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer
felt their concerns were not resolved adequately by our company prior to
seeking further actions from you.
Expedia,
Inc. is responding to the consumer complaint from (Customer Name) (Revdex.com case
number ***) regarding a refund request.
Our
records reflect on April 27, 2019 the customer accessed Expedia.com and self-booked
Itinerary #*** for a stay at *** , New York,
NY to check in May 15, 2019 and check out May 18, 2019. The hotel’s stated terms for this booking,
agreed to by the customer when they completed their reservation were:
Cancellation
and change policy
Cancellations or changes
made before 7:00 PM local hotel time, Tuesday, May 14, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.
Cancellations or changes made after 7:00 PM local hotel time, Tuesday,
May 14, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and
fees.
The
customer contacted Expedia.com on April 29, 2019 requesting to cancel and were
advised that, per the terms of the booking, the hotel would retain the first
night of the booking as a cancellation fee.
The customer was unhappy with this and our agent did contact the hotel
to advocate for the customer, requesting the hotel to waive the cancellation
penalty. The reservation manager refused
to agree to the waiver and advised they would be keeping the first night of the
reservation fees in the amount of $290.60.
The customer was advised of this decision prior to their deciding to
cancel the reservation. While Expedia
regrets that the customer feels they did not understand the terms of the vendor,
Expedia
serves as a third party booking intermediary and is required to support the
terms provided by the vendor and agreed to by the customer. As such, Expedia cannot provide the requested
refund.
We thank
you for allowing us the opportunity to address the issues that were brought to
our attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne
G***
Tier 3 Corporate
Correspondence
I booked a room through Expedia at a *** for the dates of 5/31-6/3, the pictures Expedia is using depict items that are not in the rooms. Expedia then says well you have to read the description or the amenities however the list of amenities isn't available until after you book the room. And the description provided is the same generic description for all the rooms for this particular hotel. I first contacted Expedia on 6/1 at which point I was told yo allow the support team 2 hours to contact me back VIA email, which did not come through until 3 and half hours later. The email from the support team offered no help they in turn requested an additional 24 hours. 24 hours later I reached back to that support team and still as of 6/5 had not heard a response from the individual/team that initially was handling my dispute. Instead I have had to call into Expedia everyday since to get any help, which is were their shady business practice are coming into light. I would call Expedia several times a day and the the phone would be utter silent when it is transferring you to a representative after holding for an extended period of the time the call would then be disconnected. The hold times would be upwards of 50 minuets then get disconnected. The company mor the Hotel want to take any responsibility for their utter disregard for the consumer. I have filed complaints with all the right people in all the right order and will continue to do so if a proper resolution is not made.
June 12, 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 refund of $290.00.
Our records indicate, May 30, 2019, Ms. or an authorized user of the Expedia account booked a three night hotel say at *** San Bernadino, arriving May 31, 2019 and checking out on June 3, 2019, via itinerary ***. A confirmation email was sent on May 30, 2019, to the email address on the Expedia account. It was first opened on May 30, 2019 and reviewed three times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 3, 2019, Ms. called in to reconfirm why she had not received an email about a refund. Ms. is complaining about the rooms amenities. Says pictures on website show a refrigerator and microwave in the room but her room does not have. She also stated the phone and air conditioner were not working properly. Or representative checked the pictures and it does show amenities however under "Room description" it doesn't list a refrigerator or microwave. Our representative tried to call hotel to confirm, but they did not answer. Our representative advised Ms. that pictures are example of how the rooms may appear. Offered as a one-time courtesy a $50 coupon but Ms. wants a full refund for room $225.28 plus $50 coupon. CHAT was escalated. Ms. contacted CHAT The call was escalated but when our representative tried to call Ms. *** back at *** the call didn't connect, several attempts were made but not possible to get her on the line. On June 4, 2019, Ms. claims room did not have the amenities that werer showing on pctures on the website. Based on previous notes she escalated but refused to be on hold to get a supervisor. Our representative offered $100 due to the inconvenience, she refused and asked to speak with a supervisor to get full refund. Ms. wants a refund due to the room not having a refrigerator and microwave in room. Ms. states if it is in the photo online it should be in the room. Ms. was offered a $50 coupon and she refused stating she wanted a full refund plus the coupon. On June 6, 2019, Ms. called in to asked for a refund due to some errors in our website. Ms. advised the pictures shown in our website are not what you get in the room. There is no refrigerator or microwave. Our representative noted unable to contact hotel.
After further review on June 12, 2019, Expedia has been able to verify that a couple of the photographs that *** San Bernadine have listed on Expedia website show a refrigerator and microwave, but they are not listed in the amenities and are not a part of the room
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 honor or operate any of the hotels. We hope you understand we must adhere to their policies.Based on the above Expedia is not able to honor a refund as you have requested. 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...
On April 11, 2019 I book a round trip to Santiago Chile (May 12, 2019 - May 31, 2019) with Expedia itinerary #***. At the time of the reservation the Expedia page said the cost for the round trip plus the insurance I bought in case I wanted to change or cancel the flight will be $1,817.35 after reviewing the information and click submit the page said that the cost at the moment will be $918.70 for the trip from JFK to SCL plus $59.00 for the insurance. Since I do not fly and this is the first time I used Expedia I thought I will be charged the remaining balance upon the returning flight. Since the Expedia page I printed out said there was not need to call for further action I move on and plan my trip. While in Chile a personal matter came up and I needed to use the insurance I bought a month before and change the flight for May 30,2019. After a call I learned that there was no return flight booked for me. My wife was in the US and started calling to see what happened. She was informed they could not locate the return flight and currently could only offer a return flight for May 30, 2019 with a cost of $2,717.00. As she indicated this was not acceptable Expedia advised the only way they could honor the initial round trip price was if we give them access to our personal computer so they could see what went wrong. This was not acceptable as it is our private computer and therefore she was told a supervisor would contact her. No one called. On May 30, 2019 she called to see the status as I needed to leave and this time she was told the flight for May 30th was over $6,000.00. She wanted to know if Expedia could at least honor the price for $2,717.00 she was given the day before and they said there was nothing they could do at the time. Unfortunately I could not be present for my personal emergency on May 31 and also had to incur in an extra expense to book another flight arriving Saturday June,1 2019 with a cost of $1,735.03 IT. #***.
June 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia.com Case ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from ***. Expedia.com, Inc. is once again responding to the consumer complaint from Mr. (***) regarding a flight reservation refund request.
On April 11, 2019, Mr. self-booked a one way flight reservation for May 12, 2019, from New York, NY, Unites States to Santigo, Chile. There was no return flight booked on the reservation. Mr. paid $918.70 for the flight and purchased a Flight Protection Plan which can assist with changes due to injury, sickness or death of an immediate family member. Mr. is requesting a full refund of $977.70.
We have now reviewed Mr.’s complaint regarding requesting a full refund. Mr. mentioned he was told we could review the booking if he provided Expedia access to his personal computer. That is incorrect, Expedia uses a system which captures the customers online session on our site. Since there was no site error on this session then no refund can be provided. I thank Mr. for providing the correct itinerary and suggest that in the future he reviews the email confirmation from the site he chooses to book.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
Complaint: ***
I am rejecting this response because: Since day one they have not accepted any responsibility for their error on their site and now blame me entirely. Further this response was not only rude but insulting. Expedia went ahead and is insulting me on a public mediation site insinuating that I am a liar and unable to read and for my next booking I should be careful. Is this how you treat all your customers or is this because of my name or the destination of the flight? Because since the beginning I have been treated unprofessionally and waited long periods on hold while no one seem to care or able to assist me. I would like to know what is Expedia's policy towards certain group of customers as I am clearly not being treated with respect since day one. Unfortunately there was a clear error on your site and I can not take your word especially with the tone of your answer. This response is completely unacceptable and I would like someone to answer and treat me courteously, respectfully and professionally. I am requesting a refund for the amount previously indicated since I had to book two round trips for their error when I only needed one.
Sincerely
Itinerary Number ***
I spoke with Maria on 5/5/19 and was told this itinerary had been cancelled as I had requested. I stayed elsewhere. This hotel then deducted $255.79 out of my account on 5/22/19 for a no-show fee. I sent emails to customer service on 5/24/19 and 5/26/19 to get my money back as I had cancelled and should not have been charged $255.79. They said to call. I called last week and spent over 40 minutes on the phone with customer service. He said he left a message for the hotel staff to refund me. As of today, 6/5/19, I have not received confirmation or a refund. I called Expedia back today and sat on hold for 20 minutes before a lady came on the line and said I needed to call back in 2 hours! This is unacceptable! What’s more, I received an email 5/26/19 from Nick that said I needed to call to make my change request. Change request?! I’m not trying to change anything, if someone, anyone from there would actually READ the system notes they’d see this was a cancel I was erroneously charged for. I’m sick of calling in. I’m left on hold & no one speaks understandable English.
June 14,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia
is responding to the consumer complaint from Ms. *** (Revdex.com case number
***) regarding a hotel reservation.
Our records
indicate that on February 6, 2019, Ms., or an authorized user of her
Expedia account, self-booked a “Pay Later” hotel reservation, using Expedia’s
website, under itinerary ***.
The reservation was with *** Quincy, MA for a check in on
May 19, 2019, and a check out on May 21, 2019.
The total estimated cost of the booking was $511.58. On *** 2, 2019, Ms. changed the
dates of her reservation to check in on May 12, 2019, and check out on May 14,
2019. We understand Ms. states she cancelled this reservation and is
requesting a refund of $255.79 for the amount charged by the vendor.
We can
confirm that on May 5, 2019, Ms. called Expedia stating that she tried
to cancel the hotel reservation on our website but failed. Our agent called the vendor who advised that
the booking was not in their system and the customer will not be charged.
On
May 24, 2019, the customer sent an email requesting a refund of $255.79, with a
screenshot of the bank statement showing the hotel charge. We contacted the vendor again on June 10,
2019, to advocate on Ms. behalf and request a refund. Regrettably, the refund request was denied.
The *** Hotel is the merchant of record (the entity that
received the funds and the company that charged the credit card) on this
booking.
Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. Expedia does not own, operate or otherwise run any hotels.
Nevertheless,
as the customer attempted to cancel the booking on May 5, 2019, on June 14,
2019, Expedia processed a refund of $255.79, back to the original form of payment.
The time it takes a refund to appear in the customer’s account depends on their
banking institution, usually within three to five business days.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate
Correspondence Team
I have an open case with Expedia that I have tried to solve with e-mails and phone calls with Expedia support since more than a month, but haven't been able to.
I bought 1 ticket for my wife Edna on Expedia.com on April 28 and paid the amount of $1,693.13 by credit card (Expedia itinerary # : ***, on *** Airlines (***) (Ticket # ***) I received the usual e-mail confirmation from Expedia for itinerary ***.
A few days later I noticed on my credit card account that the amount of $1,693.13 had been charged 2x. Once with the reference *** AIR ***3, and a 2nd charge with the same amount: *** AIR ***.
I sent an e-mail to Expedia customer service on 05/04 and asked for a refund of the 2nd credit card charge. Expedia took 9 days to respond (Case ID. I have since exchanged a dozen e-mails and have been 2 hours+ on the phone with Expedia(mostly on hold while agents read case notes, as apparently nobody followed up on the problem). A solution finally proposed on 06/02 was to cancel the 2nd booking, which would however result in a penalty of $250.00, then refund those $250.00 to a hotel booking of mine and then have me wait for reimbursement of the remaining over $1400 from *** for up to several weeks.
I refused this scheme, as:
I have nothing to do with the second booking I was charged for, therefore any cancellation fee is not my problem and
I have in this booking transaction no business relationship with *** Airlines.
Instead of actively solving a company mistake (mistakes can happen) by dealing with *** and making sure I get a refund either direct from *** or through Expedia, Expedia leaves it up to the customer to advance the issue and in the end proposes a solution that would close the case for Expedia, but would leave it again up to me to make sure I receive more than $1400.00 from ***, that were taken from me by an Expedia mistake.
June 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on April 28, 2019, Mr., or an authorized user of his Expedia account, self-booked a flight reservation using Expedia’s website, under itinerary ***. The total cost of the booking was $1693.13. We understand Mr. is requesting a refund for the additional charge on his credit card in the amount of $1,693.13, as he was charged a total of $3386.26.
Upon review of Mr.’s complaint, we can confirm he sent an email to Expedia showing the duplicate charges on his credit card. Expedia reached out to *** Airlines, the merchant of record (the entity that received the funds and the company that charged the credit card) on this booking to investigate the charges. The airline directed us to the accounting team handling the payments between them and customers and on June 13, 2019, a full refund of the duplicate charge, in the amount of $1693.13 was issued back to the original form of payment. The time it takes a refund to post to Mr.’s account depends on how quickly his credit card company processes refunds, generally within two billing cycles.
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
In 2018 I purchased a *** ticket from Expedia to travel to Haiti. On July 11th 2018 because of unsafe conditions in Haiti, I cancelled the ticket. At the time (July 2018) I called Expedia to confirm the terms of the cancellation, and the agent confirmed that I would be able to use the ticket within 12 months of the cancellation date minus a $150.00 cancellation fee.
On June 5th 2019 I called Exp to arrange using the available funds to purchase another ticket from *** however I was informed by a supervisor Dan/BCddelapena that I would not be able to use the remaining credit of the ticket because the ticket expired on May 4th ( the date the tkt was purchased). The supervisor alleges that he called *** and *** refused to extend the term of my agreement. The call was then escalated to a manager LuAnn who said that the terms of the cancellation are directed by *** and that Expedia could not decide to refund the money because they did not have this capability.
I then called *** to confirm that I could not use the funds for the ticket, however the agent on the phone informed me that contrary to what Expedia alleged, the ticket was in Open status and the decision to use the funds from the ticket were solely with Expedia. Furthermore, the agent said that the ticket was in Open status and had I not used a third party I would still be able to use the credit because the credit for the ticket would expire only a year after the date I cancelled the ticket (not the purchased date).
Dan pointed to the cancellation policy on the Expedia site as "proof" that I agreed to those terms however the cancellation policy linked to the itinerary is an *** Airlines and not a ***. LuAnn said that the email I received when I purchased the ticket at the time had this agreement but was unable to reproduce the email.
I called Expedia after speaking to *** to resolve this matter another supervisor Nicole also was unable to issue a refund or help in any way.
June 11, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: *-***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from (Customer Name) (Revdex.com case number ***) regarding a refund request.
Our records reflect on May 4, 2018 the customer accessed Expedia.com and self-booked itinerary # *** for a round trip flight aboard *** Airlines departing July 14, 2018 from New York, NY to Port-au-Prince, Haiti, returning July 22, 2018. The terms of the ticket, provided by the airline during the booking and accepted by the customer by finalizing the ticket and also available on the itinerary link to the ticket stated :
FOR RESERVATIONS MADE BY AN AGENCY THROUGH THE GDS THAT ARE CANCELLED PRIOR TO SCHEDULED DEPARTURE THE TICKET SHOULD REMAIN IN OPEN STATUS FOR USE ON FUTURE TRAVEL. THE TICKET IS GOOD FOR ONE YEAR FROM THE DATE OF ORIGINAL ISSUANCE. The customer, per her letter, did not contact Expedia to re-book and use her credit until June 5, 2019, more than a year after the issuance date of May 4, 2018. This unfortunately means she forfeited her entire ticket amount to the airline. ***, as the validating carrier, does control the funds the customer paid for her tickets. Expedia contacted the airline to advocate on behalf of the customer and *** advised they will not waive their penalty and would no longer allow use of any portion of the funds to be applied to a new ticket.
Expedia serves only as a third party booking intermediary for vendors who utilize our website to offer their services. Expedia must uphold and enforce the terms of the vendor. Ultimately, while Expedia regrets the customer was not able to utilize her credit, it is the customer’s responsibility to ensure they carefully review the vendors written terms of the travel they purchase and follow them closely.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
Complaint: ***
I am rejecting this response because: Although I may have agreed to the terms by purchasing the ticket. I called to cancel in July 2018 and the representative I spoke to at the time said I had until the date of cancellation to rebook. I also called a *** agent after calling Expedia and they confirmed what the agent said at cancelation. I believe that Expedia is using deceptive practices to use my ticket for other passengers. My ticket was still “open” at the time I called to rebook not cancelled.
Sincerely
I bought a plane ticket with Expedia for a flight leaving Monday, May 13th from Phoenix, AZ to Prague. My first flight on the 13th left Phoenix and arrived to Frankfurt with *** airlines. I arrived to Frankfurt with no problems. When I went to board my second flight with *** airlines, they told me that I couldn't board because my ticket was for the following day. When I showed them my Expedia reservation was for, in fact, that day, they told me that someone had booked me incorrectly, and I would have to fly the following day. I booked a hotel in Frankfurt for the evening and spent the entire night on the phone with Expedia asking them to cover the cost of my hotel as the reservation I booked with them was incorrect in the airline's system. They told me that it was not their fault because once I book with them, they cannot access the system of other airlines. I told them that because I booked with them, I expected the service they offered me (correct reservations) to be done correctly. Since then, I have spent over 6 hours on the phone with Expedia over three days. They then told me that they couldn't reimburse me because I used the hotel reservation and they can only reimburse unused reservations. Then they told me they couldn't reimburse me because I didn't call them the night of the issue, but instead called two weeks later. (Also, not true because I called that night in the hotel). They finally offered me a coupon for future hotels once I was scaled up to corporate. I told them I needed a refund because I needed to pay my credit card. They said they technologically can't do that. When they were having trouble loading the coupon, they offered to refund my card, but only $100 because the max coupons I can have are $300. When I asked why they just couldn't refund the full amount if, they can do refunds to cards, they said it was not in their policy to do so. When they spoke with the airline, the airline confirmed my reservation was incorrect in their system.
June 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia
regarding an issue from our customer. We appreciate the Revdex.com
(“Revdex.com”) allowing us time to address the comments and concerns brought to our
attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on April 12, 2019, Ms.,
or an authorized user of her Expedia account, self-booked a round trip flight
reservation using Expedia’s website, under itinerary ***. Travel was validated by Low-Cost
Carrier *** Airlines, departing on May 13, 2019, and returning on May 29,
2019, from Phoenix, AZ, USA to Prague, *** Republic, with connecting flights
in Frankfurt, Germany on May 14, 2019 with *** Airlines and May 29, 2019 with
***. We understand Ms. is requesting a refund in the amount paid
for hotel accommodations, needed due to airline-initiated schedule changes
associated with the above flight booking. We see the customer paid a total of
$384.14 for a reservation with the *** Hotel Frankfurt/Main Airport,
Frankfurt Germany for the night of May 14, 2019, under itinerary ***.
Expedia serves as a third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers. Expedia does not own, operate or
otherwise run any airlines.
Additionally, Expedia’s Terms of Use, which were agreed to by Ms.
at the time of booking, expressly state:
The
carriers, hotels and other suppliers providing travel or other services on this
Website are independent contractors and not agents or employees of the Expedia
Companies or the Expedia Partners. The Expedia Companies and the Expedia
Partners are not liable for the acts, errors, omissions, representations,
warranties, breaches or negligence of any such suppliers or for any personal
injuries, death, property damage, or other damages or expenses resulting there
from. The Expedia Companies and the Expedia Partners have no liability and will
make no refund in the event of any delay, cancellation, overbooking, strike,
force majeure or other causes beyond their direct control, and they have no
responsibility for any additional expenses, omissions, delays, re-routing or
acts of any government or authority.
Furthermore, we can confirm that the following Low-Cost Carrier policy
was provided to Ms. within her reservation:
Your
flight booking is with a low cost airline and can only be changed or cancelled
by contacting the airline directly. For convenience, you can select the airline
from our online check-in page. Please note that Expedia may not be advised if
you change or cancel your flight with your airline directly, or if the airline
makes any changes to your flight schedule. These changes may not be reflected
in your Expedia Itinerary, so please ensure that you also print out any
subsequent itinerary change emails you receive directly from the airline.
Regardless of the above information, as we value Ms.
*** as our customer, Expedia issued a future travel coupon in the amount of
$100.00, in addition to a $100.00 refund, for customer satisfaction. While we
regret Ms.’s experience was not as we would have hoped, we are unable to
fulfill her refund request for $386.39, as noted in her Revdex.com complaint.
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: of the gross incompetence of Expedia in dealing with this situation as well as their response in the message above. When I spoke with Expedia on Tuesday, May 14th, I was told they could not do anything as they could not identify what the problem was. When I spoke with them again Sunday, May 26th, they told me they couldn't reimburse me because I didn't call them the night I had the problem. When I showed them that I did, in fact, call them on the 14th, they told me later that I couldn't be reimbursed because I had used the reservation. When they finally offered me a coupon to make up for the "inconvenience," I told them I didn't need a coupon. I don't want to book with them again. I needed money to pay off my credit card. They said this wasn't possible as their systems don't allow for that. Then they realized that their IT team wouldn't allow them to put the coupon on my account and only then did they refund the money. Interacting with them has been nothing but lies and excuses in order to avoid paying back money that resulted in THEIR error. I may have booked through a discount airline, but the error was in THEIR booking. My layover in ***'s system was for 7:50PM on Tuesday, May 14th and in *** Airline's system for Wednesday, May 15th at 7:50PM. This is the responsibility of Expedia to ensure that the reservation I booked with them was booked for the correct day. My reservation with Expedia was correct. Yet, for some reason, the reservation in the airline's system was wrong. They say they are not liable for errors done by the airline. However, as the airlines also won't take responsibility as they are saying I made this booking through Expedia, I can only assume that the entity with whom I purchased my ticket should be the one to ensure my ticket was booked with the airline for the correct day. If not Expedia, what service are they even providing?
I would accept this response IF this wasn't different from everything I was told on the phone by multiple Expedia representatives and I request the Revdex.com go back and listen to my recorded phone calls with Expedia for further information. You will see that many representatives even agreed with me on the phone prior to scaling me up to a supervisor.
Sincerely
I booked round trip international tickets for my parents. The ticket was double booked by Expedia. I was charged twice. I have called them at least half a dozen times to deal with the issue. They have admitted that this was a double booking (same flight same origin and destination and same passengers). They said that this was an *** ticket and that they have sent them a request. Each time I called they said the same thing. On the last call the lady followed through and sent me an email saying that Airline will issue refund. But the amount was incorrect and the credit card number was incorrect. This was a mistake and nothing was done to remedy the situation. I bought the tickets last June and expedia still owes me over 3K! Each time I call they create a new req number and give the pretext that they are working on the problem. But nothing happens after a month of waiting. Each time it takes hours to talk to them. I feel they know that they take so much time that we just won't bother to call back. Well, they need to fix this problem!
June 13, 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 *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on June 6, 2019, ***, or an authorized user of the account, self-booked a multi-destination flight reservation at 9:56 pm on Expedia.com, under itinerary ***, for travelers, *** and ***. Travel was with *** and ***, departing on July 9, 2018, from Bengaluru, India to Portland, OR, United States, returning on August 30, 2019, from Boston, MA, United States to Bengaluru, India. On the same day, at 10:01 pm, ***, or an authorized user of the account, self-booked a multi-destination flight reservation on Expedia.com, under itinerary ***, for travelers, *** and ***. Travel was with *** and ***, departing on July 9, 2018, from Bengaluru, India to Portland, OR, United States, returning on August 30, 2019, from Boston, MA, United States to Bengaluru, India. We understand *** is requesting a refund of $3300.00 for the duplicate booking made on Expedia’s website.
Upon receipt of the complaint, we verified that *** completed the two bookings for itineraries *** and ***. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation was accepted and completed, the booking details were displayed for review and confirmation. This was also provided on the confirmation email; to which, confirmations for both itineraries were reviewed on June 6, 2018.
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. *** is 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.
Expedia reached out to *** to advocate on ***’s behalf, requesting a refund approval for the duplicate reservation. *** advised that on August 26, 2018, they have processed a refund for itinerary ***, with ticket numbers *** and ***, back to the *** card ending in ***. However, we are unable to confirm the exact amount as the airlines took control over the tickets. We strongly recommend for *** to contact the airlines and/or the banking institution directly to verify the refund amount.
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:
After AUGUST 2018, I have contact Expedia on no less than 5 occasions. Each time, they have admitted that there was an error and that they would be sending a note to *** on ***'s website to request the refund. My last conversation with expedia corporate representative was less than two weeks ago, where again the rep made another request with ***. I had contacted them because on April 14th , 2019 I received an email from an Expedia Rep telling me that *** was processing my request and 2066$ would be refunded. However, the amount and the credit card in Expedia's email was incorrect. I called Expedia to ask about the inconsistencies.
This time again, the REP apologized and asked me to be patient while they contact ***. I have not heard anything from the Airline or Expedia.
This is in complete contradiction to the rubbish email provided to Revdex.com from Expedia. The Expedia reps unable to find a way to get the refund issued from *** and are also NOT in communication with the people who respond to Revdex.com. One party is trying to work toward ( unsuccessfully) getting me $3200 refund, while the other party simply is clueless about what is going on and writing responses with information from a year ago!
Yes *** did credit me but they also charged me again for the same flights months later!! I have all credit card details to prove that I have NOT yet been issued the refund I am owed.
Sincerely
I have contacted Expedia due to an emergency due to which my doctors strictly forbade me from flying this month. Expedia agent charged me a large fee for changing the date and assured me that my premium seating will not change. I found out later that he downgraded me to the economy and kept $500 difference to benefit Expedia. After calling Expedia and being transferred from person to person and being hanged up on many many times, they have canceled the change and kept the original ticket knowingly that I do not have medical permission to travel. Which means that they would keep all the money for the tickets. I have been on the phone with them for hours and they keep asking me for more money to fix their mistakes.
June 12, 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 the exchange process.
Our records indicate, April 17, 2019, Ms. or an authorized user of the Expedia account booked a round trip flight, departing July 9, 2019, from Portland, OR, USA arriving in Kaliningrad, Russia and returning on September 18, 2019, via itinerary ***. Confirmation email was sent on April 17, 2019, to the email address on the Expedia account. It was first opened on January 17, 2019 and was opened twice.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on June 4, 2019, Ms. called instating she was not able to take the flight due her doctor's advise - not to fly. Ms. wanted to change the flight to depart in July and return in September. Our representative advised an exchange fee of $200 and Ms. was okay with that. Later that day Ms. called again, and complained that the previous agent downgraded her from premium economy to economy class. Our representative confirmed the downgrade and provided the option to void the exchange and rebook the segments in premium. Ms. wanted to be booked in first class. The representative voided the exchange, Ms. asked to speak with a supervisor. The escalated call was taken over. Ms. wants Expedia to upgrade to her to first class. Our representative advised we will not be upgrading to first class and the call was disconnected. Our representative advised a $400 refund for the downgrade would be refunded since it was incorrect. Our representative advised the refund would take from three to five business days or up to two billing cycles. On June 8, 2019, Ms. talked to a manager and multiple agents and was promised that she would get premium economy seats but still getting basic economy since the package was downgraded, asked for a follow up escalation. A repreeentative took over the call and was able to detemine an exchange was performed and the class of service was downgraded from premium economy to economy. The ticket was issued and then voided. The ticket was then exchanged into economy again and reinstated and reprice with the same flight with the same class of service of the original. The new fare is $1870.03, original ticket is $1915.63. The ticket was exchanged; total add collect $730.20. Expedia took care of the $730.20 charge for the correct class of service since the exchange was not handle properly.
After further review on June 12, 2019, Expedia has been able to verify the tickets were issued for the correct class of service at no additional cost to Ms. and there has been a refund issued for the $400.00 charge from June 4, 2019. The refund will appear back on Ms. card in three to five 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. Aeroflot-Russian 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.
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.Based on the above there is no additional refunds that Expedia is able to honor nor changes to the class of service that need to be made. 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-***
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:I would like a full investigation into the issue, this is borderline libel law violation by the business. The $400 Expedia refunded was $400 they charged for a change without my permission, second time I called because they failed to change the tickets and downgraded me without compensation in price. I spend two full days on solving the issue that they had to solve manually in the end. I paid for comfort class, and without me calling and making sure that they will do their job, I would have ended up flying in economy. This is an excellent example of a business spending more money on lawyers to put information out of context than customer support, and their rating should reflect that! I also did not demand first class, I said I will not accept economy seats for $1900+, and after they stated that they no longer have comfort class, I stated that they can upgrade me to business class, but I will not fly economy when I paid for comfort class. Please also ask the business how many agents I had to speak with to resolve this issue, how many hours I had to spend on hold, and how many times we were "disconnected" on their end during this horrific customer experience.
Sincerely
I went on expedia.com and was searching to book for a vacation from Detroit to cancun for two passengers. After I made my selection I entered all of the required information along with my
credit card after I clicked submit the website gave me an error message starting a error have incurred please try again after one minute. I made three other attempts to submit my vacation payment and I still received the same error. Moreover, I did not receive any email confirmation for my trip details whether if was booked or not. Shortly after I received text message from my Credit card provider stating my card was charge twice in the amount of $839.41 which totals $1940.
I called Expedia customer service and explained the situation and I was informed they're having technical issues and someone will contact me in the next three hours. Four hours later I called inquiring of the status and why I haven't received my itinerary and I was informed that the website is not taking credit card payments at this time which explains why my reservation did not go thru. I Asked to give my refund back and I'll book somewhere else OR, provide me with my confirmation, and I was informed by this rep named john that I have to go to a local store and buy a gift card so they charge on it $800, ONLY THEN they will refund my $1900 charge!!!! I asked to speak to a supervisor and john hung up in my face. I called again and Karen answered the phone who had heavy accent and sounded asian, I explained the situation and she verified the information I provided then stated I the same story as the other rep that I have to pay $800 on gift card to verify my identity before they can refund me, when I refused they stated the following to me: WE WILL NOT REFUND YOU ANYTHING, DON'T EVER CALL BACK HERE AGAIN, YOU *** AND HUNG UP IN MY FACE. 1 min later I received a phone call from washington DC area code I answered, and it's KAREN AGAIN THE SECOND SHE HEARD MY VOICE SHE SAID " *** YOU *** which's shockin
June 6, 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 package reservation.
Our records indicate that on June 4, 2019, Ms., or an authorized user of her account, attempted to book a package reservation; however, the booking was not completed. We understand that Ms. is requesting a refund of $1945.00 for the attempted booking and to have a manager contact her directly to apologize for the poor customer service she experienced.
Upon receipt of the complaint, we contacted Ms. by phone today, June 6, 2019, and addressed the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Having read most of the 373 Revdex.com reviews I am not surprised that Expedia Travel has treated their customers so poorly and in such a shameful manner. I too am out $883. because of Expedia's representative booking us at the wrong resort in Cabo . Upon arrival at the resort we were told that we had no reservations there, that the reservations were at another resort. We immediately called Expedia and they assured us that they would correct the error and that they would call us back within 24 hours. We made repeated calls the following week and our calls were never returned.
We disputed the charges with *** Bank credit card but Expedia claimed that we should have cancelled our reservations at the resort we were booked at and that the date to cancel was prior to our check in date. This made no sense, neither were their other reasons for refusing a refund.
I wrote our Attorney General of California and they referred me to *** (***) to file a claim. *** was formed in 1995, by our state legislature for the benefit of California consumers who have suffered losses. I would encourage all of you to file claims from this corporation. All sellers of travel, in California, are required to participate to this restitution fund. I'm giving it a try because some one, *** or the attorney general should bring these travel issues, involving Expedia and any other travel agents, to the attention of state legislators. If you look up the Expedia Headquarter's web site you will see another 250 plus reviews on this fraudulent company.
I booked a hotel stay at *** in Jamaica, New York through *** Expedia. The telephone number associated with my *** account is ***. My reservation was for 5/21/19-5/25/19 checking out on 5/26/19. Because the hotel was unable to accommodate the needs of family members who were coming to town, I decided to leave on 5/23/19. I informed a young female customer service representative at the front desk that I would be checking out of the hotel the following morning which was 5/23/19. On the following morning I informed a young gentleman that I was checking out, and I gave him the two keys that I had to the room. He told me that he was already aware that I was leaving that morning. He then so kindly told me how to take public transportation to New Jersey and offered to help me with my bag. Yesterday I checked my bank account and discovered that I had been billed for $598.54 and $116.07 on 5/22/19. This amount exceeded the time that I actually stayed at the hotel by several days. I telephoned *** to seek a remedy to the problem. They informed me that they had telephoned the hotel and were told that I had in fact checked out on the 26th which is untrue. I would like to be reimbursed for the time that I did not stay at the hotel. I informed the hotel representatives that I was leaving on the evening of the 22nd and the morning of the 23rd long before the 11:00am check out time. I submitted my keys. I acted ethically and responsibly.
June 11, 2019Revdex.com*** Complaint DepartmentRe: *** Case #: ***Dear Revdex.com,Thank you for taking the time to contact *** 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. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.*** is responding to the consumer complaint from Ms. *** , Revdex.com case number *** regarding a refund.Our records indicate March 16, 2019, Ms. or an authorized user of the Orbitz account booked a five night hotel reservation for the ***, checking in on May 21, 2019 and checking out on May 26, 2019 via itinerary ***. A confirmation email was sent on March 16, 2019, it was opened and reviewed once.Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. On May 31, 2109, Ms. called in stating that she stayed two nights and the hotel had charged her the whole amount and that she would like to be refunded. After further review on June 11, 2019, *** reviewed of the reservation, and the hotel charges and refunds were as follows: March 17, 2019 charged $696.36; May 14, 2019 a refund for $74.75 and on May 16, 2019 a charge of $92.95; total charge of $714.56. *** contacted the *** and they advised they issued a refund of $359.40 on June 1, 2019 to the card they originally charged. The *** Cancellation and Change Policy:
*** 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 honor or operate any hotels. We hope you understand we must adhere to the policies dictated by the airlines.
Based on the above, *** is not able to honor your request for a refund. If we may kindly suggest, you may want to contact the *** (***) in regard to the any further refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence TeamTell us why here...
Hello,
I made a rental car reservation through Expedia around 10:30 pm on June 3, 2019 and 45 minutes later I called to cancel my reservation # Itinerary # *** The lady who was helping could never get in contact with the car rental agency I stayed on the phone for a long time. To make a long story short she told me I was unable to refund me my $109.97. I feel I have been robed and scammed. How is it possible that just for making a reservation the rental car charges me full amount. I will take this case to Social Media and Local news if I have to. I also drove all away to the rental location in Fort Lauderdale and they told me that they would not refund me that I need to contact expedia.
June 12, 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 car rental reservation.
Our records indicate that on June 3, 2019, Ms., or an authorized user of her account, self-booked a “Pay Now” car rental reservation on Expedia.com, under itinerary ***. Reservation was with ***, with a pick-up date of June 3, 2019, and drop-off date of June 10, 2019, in Ft. Lauderdale, Florida. We understand Ms. is requesting a refund of her unused car rental reservation in the amount of $109.97.
Upon receipt of the complaint, we have verified that the booking details were displayed for review and confirmation during the booking process and right before the reservation was completed. Furthermore, the following mandated car rental cancellation and change policy was advised and accepted by Ms. at the time of booking:
No cancellation or changes are allowed for this rental.
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. Additionally, Expedia’s Terms of Use were available for review and were agreed to at the time of booking. They state the following:
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.
Expedia reached out to *** to advocate on the customer’s behalf, requesting approval to refund the unused car rental reservation. Regrettably, the car rental agency denied the refund request due to their strict non-refundable policy.
However, because we value Ms. as a customer, and regret her experience was not as we would have hoped, Expedia is happy to honor her refund request. A refund of $109.97 was processed today, June 12, 2019 back to Ms.’s original form of payment. The time it takes to receive the said refund will depend on Ms.’s credit card company or banking institution. Typically, within 5 – 7 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I was using the Expedia App to rent a vehicle. I was charged approximately $157. The instructions or information said that I could purchase insurance for the vehicle at the Rent a Car location named ***. But when I arrived at the front desk of *** they denied me because I was a Florida Resident and I must provide my own insurance. However the instructions did not say that and therefore I did not know. Both *** and Expedia did not provide the accurate information and they refused my refund. Revdex.com was able to communicate with *** and they denied taking my money saying it was Expedia.
June 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund request.
Our records reflect on February 17, 2019 the customer accessed Expedia.com self-booking Itinerary #*** for a prepaid car rental reservation through *** Car Rentals to pick up February 17, 2019 in Miami, FL and returning on February 20, 2019. The customer has stated *** refused to provide the vehicle, citing a requirement that Florida residents are not able to purchase insurance coverage through the car vendor and must provide documentation of their own private insurance policy covering the rental.
On March 6, 2019 the customer contacted Expedia.com requesting a refund of the itinerary as they were not provided a vehicle.
Expedia serves only as a third party intermediary for vendors, including car rental companies, who utilize our website to offer their services. In a review of the information provided by *** we do not see a mention of Florida specific insurance rules. We did find the following instruction to the customer under the insurance section in their terms:
PLEASE CONTACT THE BRANCH DIRECTLY OR THE HEAD OFFICE ON *** OR BY EMAIL ON *** FOR FURTHER INFORMATION.
Customer’s should always contact car rental locations to verify what they will need to provide or can expect in regard to insurance options. They can also call Expedia.com at any time prior to their pick up date and request our agent speak with the vendor to verify the insurance rules for them.
On March 6, 2019 Expedia contacted *** Rentals to advocate on behalf of the customer, requesting the vendor’s permission to refund the customer and their agreement not to bill Expedia for this itinerary. *** refused the request, stating they would be collecting in full for this reservation. Expedia, serving as an intermediary, must abide by the terms of the vendor and the customer was advised the customer that *** would not approve a refund.
Although *** has collected the customer’s funds, as a on-time courtesy Expedia has processed a refund to the customer in the amount of $157.31 back to the customer’s original form of payment. The time it takes for the funds to be available in the customer’s account depends upon how quickly tier bank processes refunds.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
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
Tried to make online reservation. When I entered my payment information on Expedia website I was told that the price for that itenary had changed. A 325.00 debit had been made to my account. I was told that I would have to wait 1-3 business days for my bank to release fund on hold initiated by there payment processing and I would need to make reservation.. I told them I had. limited amount of money in account ,the money on hold was needed to make another reservation. I told them if I had to wait for my bank to release funds the price might go up. They gave me a 150.00 credit to cover any increase in ticket price. My bank does not release funds for 10 days. I was to use credit no later then 10 days. Today I tried to rebook but I called agent instead of Online. Agent quoted me the price, took my payment information. but upon processing she told me the price had increased. A 275.00 debit was made to my account. She gave me alternative price and tried to run transaction again. Another 271.00 was debited from my account and transaction was declined because money had already been debited from my account which reduced my balance.. I was told I would have to wait until my bank releases funds and try to rebook. I am scheduled to leave in 9 days but cannot rebook flight until funds are released from bank in 10 days?? They have told me that airline was the one that made debit. I did not deal with Airline I dealt with Expedia. My bank will not change release time for hold without merchant release letter. Merchant (*** Airlines) says my transaction was with Expedia. Please help.
June 11, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on June 4, 2019, Mr., or an authorized user of his account, attempted to book a flight reservation on Expedia.com. Regrettably, the transaction did not through as there was a price hike on the reservation. We understand Mr. is requesting for Expedia to resolve the issue with price changes and to issue a refund on the authorizations held on his account.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and the airlines, and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations that is updated regularly as purchases are made. As updates occur, every so often causes booking transactions to fail. The prices are dynamic in nature, we do not have a way to control or fix a certain amount as these fluctuations in price are controlled directly by our airline partners. Additionally, when using our website the customer accepts the Terms of Use which mentions the information below.
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 credit card authorizations on Mr.’s credit card account were temporary charges by the vendor to check the validity of the card. These authorizations will automatically be released within 3 – 5 business days, depending on Mr.’s credit card company.
We regret Mr.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor the refund request, because the funds are not held by Expedia.
Sincerely,
Erika M
Corporate Correspondence Team
Hello, I hope you can assist. I booked a trip to Italy through Expedia and the next day I received an email from Expedia with email content from the hotel. In the email, the hotel stated the reservation was not valid because they did not have type of room requested. I contacted Expedia about this issue and they stated they corrected the matter. I am not able to see the paid on the Expedia account information as it should be expected. Instead, Expedia has sent me emails confirming the reservation. As I will be very far from home, it should be expected for the customer to see the correct reservation in the customers profile. This is part of the customer receipt process for services rendered by Expedia. Please assist in correcting the matter.
June 6, 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 *** requesting proper receipt.
Our records indicate, on May 24, 2019, Mr. or an authorized user of the Expedia account booked a round trip flight departing on August 10, 2019 from Dallas, TX, USA to Rome, Italy and returning on August 17, 2019 from Rome, Italy to Dallas, TX, USA, along with a six night hotel stay at *** the Vacation Waiver; via ***. A confirmation email was emailed on May 23,2019, it has been opened and reviewed six times.
Upon receipt of Mr. concerns, we investigated the issues which were brought to our attention. We can confirm on May 24, 2019, Mr. called in advising he had received two emails from us saying that the request for twin bed was denied and that the departure flight had decreased by $158.58. Our representative called the hotel and they advised the room that was reserved has a single bed and cannot be changed. The representative looked for a flight with the lower price but was only able to locate $1,490.73 for a roundtrip. Mr. did not care for the outcome and the call was escalated. Our next representative took over the call and Mr. complained that he doesn’t have a twin bed and the site says it does. Our representative called the hotel and they advised that the classic room does not include a twin bed, it includes a child’s bed. Our representative covered the cost of the room $648.22 based on the advertisement error on the type of bed. Mr. stated he had received an email from us saying his flight had reduced by $158.58. Our Representative reviewed Mr. account and he did not choose the price match guarantee for flight at the time of the reservation creation. Our representative was able to verify Mr. didn't purchase the Price Match Protection, offered a coupon but Mr. is not okay with the resolution, the call was escalated. Our new representative took over the call and Mr. claimed he purchased Price Match Protection through Expedia and wanted to cancel due to no price match. Mr. was informed the Travel Protection Vacation Waiver is not the Price Match Protection. Mr. was offered a $200 coupon by a previous agent. After notifying Mr. of our decision not to honor price match he was offered a $200 coupon again, and he accepted.
After further review of Mr. account, the change to the hotel did not change/alter the price of the original reservation since Expedia paid for the change to the room with the correct bedding. Your pricing is as follows and was all charged on May 24, 2019:ImageExpedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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
Complaint: ***
I am rejecting this response because:Expedia’s response member did not address the question and concerns of the Revdex.com communication. The concern is that the notes that were just replied by Expedia are not in my view to the assigned account I have with Expedia. All the changes are internal to the company and not available for me to view on my account. This is the receipt process of the transaction and they are not providing the proper accountability of events that have surfaced. As I don’t have this information for me to view on my account, pursuing the services on the date of the travel can be rejected by the participating companies. Expedia assumes the third parties will honor changes made to the transaction on good faith without my access to the changes to reflect on the account. This can be used to show authorities that indeed travel was booked and paid. At this time, there is no proper proof these changes have unfolded; therefore, the third parties have the right to refuse me when asking for services and force me out of their premises. I am asking for proper transparency to the changes that have occurred and display these changes for me to proof to others that it has occurred in my account to the telephone application and internet profile.
Sincerely
On March 20, 2019, I booked 2 hotel rooms through Expedia at the *** Jacksonville/St. John's Town Center for one night - April 15, 2019. Expedia sent me a text confirming the reservation (#***) with a link to check my booking, which included available cancellation options. I ended up staying elsewhere and forgot all about canceling this booking. Needless to say, the hotel charged me for the 2 rooms at the rate of $224.87 per room (total $449.74). I understood that I needed to cancel in advance to avoid paying the charge, but my complaint is that Expedia failed to send me a reminder email or text a few days before or even one week before my scheduled stay. A reminder is customary practice and if Expedia usually sends such a reminder, but failed to do so with me, theyare in the wrong and owe me a full refund. If Expedia does not send email/text reminders, shame on them. The only reason Expedia would fail to send a reminder is to "trap" a forgetful customer like me. This too is unacceptable and in this case, I'm asking for a full refund as well.
By the way, I called Expedia about this issue on or around May 1, 2019, and was told to contact the hotel. I did so and was told by the hotel to contact Expedia. I email Expedia on May 2, 2019 and was told that my email on file was different from my existing email. I told them my email hasn't changed, they had sent me email reminders for prior reservations, and they had my phone number for this reservation but still not only did they not send an email, but they never sent a reminder text either.
In response, on May 4th, Expedia told me they were in the process of coordinating my refund with the hotel. I emailed on May 15, 2019, and on May27th, received an email directing me to call the hotel. I'm tired of the run around and see this as Expedia's problem where I booked through them, and they failed to send me a reminder email or text as is industry standard.
June 7, 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 *** for a refund of $449.40.
Our records indicate, on May 20, 2019, Ms. *** or an authorized user of the Expedia account booked two rooms at *** Jacksonville, arriving on April 15, 2019 and checking out on April 16, 2019; via ***. A confirmation email was emailed on May 20,2019, it has not been opened or reviewed.
Upon receipt of Ms. concerns, we investigated the issued which were brought to our attention. We can confirm from May 1, 2019 through May 27, 2019, there were numerous emails from Ms. to Expedia about her forgetting to cancel the hotel reservation, receiving a charge for it and wanting to get a refund. Expedia emailed the hotel and never received a response and emailed Ms. referring her back to the hotel for assistance with her request.
After further review on June 7, 2019, Expedia contacted the *** Jacksonville and spoke with a hotel representative who advised the hotel would not authorize Expedia to issue a refund for the reservations. Expedia also reviewed the confirmation itinerary which contained the following cancellation and change policy for the *** Jacksonville: 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 honor or operate any hotels but must follow their cancellation and change policies/
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.
Based on the above, Expedia is not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team