I originally reserved two rooms at the *** in Sedona AZ for May 25th. We decided to go in a day early and I called Expedia. They said they could not book us two days at the ***, but could move us to another hotel to accommodate us. We drove in and stayed the 24th at the other hotel. The hotel called our room the next day to ask us when we would be checking out. I realized *** that Expedia had booked us only one day in the new hotel. I called Expedia and they told us we had no room reserved for May 25th in ***. They offered to book us 90 miles away. If we didn't want that room, they advised us to go hotel to hotel, to the desk, to see if they had a room available. We found another room and paid a very high price for the two rooms. When we were on the way to the airport on Sunday the 26, I received an email asking me to rate the ***. I called Expedia, they evidently did not cancel the room at the ***. I have now been charged for the two rooms for the 25th. I have made several calls to Expedia, they said they were sorry but we would have to pay for the room not cancelled. I have heard they record all calls. I asked them to pull the recording on the 25th were they told us we had no reservations. All they say is sorry, we can do nothing.
I reached out to Expedia in May about a flight credit and I got sent in circles about getting the money back or rebooking another flight with my credit. I spoke to someone at *** who said that my ticket is valid and that Expedia needs to let me book another ticket, they also said that Expedia can release my funds in order for them ( ***) to issue a flight voucher to me. Expedia will not release the funds and no one will give me my 417.60 for my flight! This is highway robbery and I will not let someone steal my money! I am a single mother and I work hard for my money and I did everything correct to collect my flight credit on time.
Expedia.com Response
• Jun 10, 2019
June 10,
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 her flight reservation.
We understand Ms. is requesting to use her airline credit with
*** Airways.
Our
records indicate that on May 29, 2018, Ms., or an authorized user of her
Expedia account, self-booked two combined one-way fare flights for one
passenger, under itinerary ***.
Outbound travel was with *** Airlines from Argyle, St. Vincent and
the Grenadines to New York, NY, USA departing on August 11, 2018. Inbound travel was with *** Airways from
New York, NY, USA to Argyle, St. Vincent and the Grenadines departing on
September 1, 2018. The total cost of the
booking was $916.71 ($499.11 for the outbound and $417.60 for the inbound).
Upon
further review, we can confirm that on July 19, 2018, Ms. called Expedia
requesting to cancel the flight reservation due to medical reasons. Our agent reached out to *** Airways who
advised that the outbound flight is non-refundable and if cancelled, it will be
a lost value; However, a refund may be issued with a cancellation fee of $50.00, if a medical certificate
is submitted. On the same day, the
inbound flight with *** Airways was cancelled. Ms. was provided with
the *** Airways ticket validity: Rebook by May 29, 2019.
On
June 1, 2019, Ms. called Expedia requesting to use the *** Airways airline
credit. Our agent reached out to the
vendor who advised that the credit has expired and Ms.’ ticket has no
value.
Expedia serves
as a third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** Airlines and *** Airways are
the operating carriers and merchants of record (the entities that received the
funds and the companies that charged the credit card) on this booking. We hope you understand we must adhere to
the policies dictated by the vendors.
Nonetheless, on
June 7, 2019, Expedia reached out to *** Airways to advocate on Ms.’
behalf. *** Airways informed us that they have made an exception and
granted the customer an airline credit of $217.60 on June 4, 2019. The ticket validity was extended with a
policy of: “Travel must be completed on or before June 3, 2020.”. The customer
must use *** Airways’ website to rebook the flight by using the “travel
bank” link, log in with their email address and ticket number. The airline confirmed that there will be no
reissuance fee, but if the new ticket is cancelled, a cancellation fee of
$200.00 will be charged by them. The
customer may also call *** Airways at 1-800-*** to reissue the ticket via
phone with a processing fee of $25.00. The airline stated they granted the
airline credit of $217.60 with an extended ticket expiration of one year for
customer retention purposes.
Based
on the information provided above we recommend Ms. communicates directly
with *** Airways going forward as Expedia can no longer assist with the
utilization of this credit.
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 10, 2019
This never happened but I can’t fight anymore with these people .
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Expedia offers a Rewards program and Gold status is the premier status level for Rewards Memebers. Gold status is achieved by staying a certain amount of hotel nights in a calendar year or spending a certain amount of money on travel during that same year. I purchased through Expedia and have already traveled a vacation in which i'm entitled to 7 nights towards my 2020 gold status. Numerous Customer Service representatives have agreed with me in writing and I was promised these nights would be credited to my account. Its been months and they still haven't been credited.
Expedia.com Response
• Jun 28, 2019
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 the Expedia Rewards Program. We understand Mr. is requesting for a credit of 7 earned nights towards his Expedia account. At this time, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Erika M Corporate Correspondence Team
Expedia.com Response
• Jul 10, 2019
July 10, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response.
Our records indicate that on January 2, 2019, Mr., or an authorized user of the account, self-booked a package reservation using Expedia’s website, under itinerary ***. Travel was with *** Airlines , departing on April 20, 2019, returning on April 27, 2019, from Tucson, AZ, United States to San Jose del Cabo, Baja California Sur, Mexico. The hotel reservation was for the Pueblo Bonito Los Cabos Blanco, with a check-in date of April 20, 2019 and a check-out date of April 27, 2019. A Shuttle service was purchased with the itinerary. We understand Mr. is requesting for a credit of 7 earned nights towards his Expedia account.
Upon further research on the complaint, we can confirm that Mr.’s issue has been resolved. On May 1, 2019, 3836 points were added on the account for the itineraryy. And on July 5, 2019, the 7 earned nights were applied to reflect the accurate rewards on the account.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Jul 10, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
My son was flying home from alaska for his leave from the airforce and he couldn't pay with his student account so I had to pay for the tickets. It auto filled my name into everything including the flight tickets. When I contacted expedia they said they can't do anything and when I asked for a manager they left me on hold
I am writing regarding my dispute with Expedia itinerary ***.
I booked the above reservation on May 16, 2019 on the expedia website thinking it was an all-inclusive resort. While reviewing the hotel information a bit more in detail, it was unclear to me if it was in fact an all-inclusive resort so I contacted expedia customer service to confirm. The representative I spoke to confirmed that its was NOT an all-inclusive so I asked him if we can switch the hotel. He informed me that I had to cancel the entire itinerary and rebook, which I did myself. He also informed me that I was within the 24-hour cancellation window.
On May 17 I received a partial refund of $1,060.59 which I called to inquire about, when I called the representative said that airfair is refunded right away but hotels take 3 days. I waited and didn’t receive a refunded and assumed it was because of the US holiday. On 05/30/2019 I called and was on the phone over an hour with a representative regarding this topic and the call dropped, no one ever called me back. Today I called again spoke to multiple representatives over the course for 2.5 hours and ended my call with a representative by the name of Shannon who gave me reference number ***. She said that the hotel was non-refundable, even though her representative told me to cancel. I was assured that they would be reviewing their phone records to confirm my story and would get back to me by Tuesday with their findings.
I am beyond upset and have tried my best to resolve this with expedia’s sub-par customer service.
Your assistance in this dispute is greatly appreciated.
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 Ms. *** (Revdex.com case number ***) regarding a package reservation.
Our records indicate that on May 16, 2019, Ms., or an authorized user of her account, self-booked a package reservation on Expedia.com, under itinerary ***. Travel is with *** Airways, departing on July 9, 2019, returning on July 16, 2019, from Fort Lauderdale, FL, USA to Oranjestad, Aruba. The hotel reservation is for the ***, with a check-in date of July 9, 2019 and a check-out date of July 16, 2019. We understand Ms. is requesting a full refund of her unused hotel reservation in the amount of $1984.69.
Upon receipt of the complaint, we can confirm that Ms.’s concern has been resolved. On June 4, 2019, Ms. was issued a refund of $1984.69 back to the original form of payment used to book the reservation. Ms. was also issued a credit of 6,541 Expedia Rewards Points on the account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I BOOKED A RESERVATION WITH EXPEDIA FOR THE *** (BOOKING NUMBER ***) BUT WHEN I ARRIVED AT THE HOTEL I WAS ADVISED THAT I DID NOT HAVE A RESERVATION. I HAVE TRIED WORKING WITH EXPEDIA BUT THEY ARE UNWILLING TO HELP.
I WORKED WITH JOSE AT THE FRONT DESK WHEN I TRIED TO CHECK IN AND FILED THE REPORT WITH EXPEDIA FROM THERE
Expedia.com Response
• Jun 10, 2019
June 10, 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 hotel
reservation.
Our records indicate that on October 30, 2018, Mr.
***, or an authorized user of his Expedia account, self-booked a non-refundable
hotel reservation using Expedia’s website, under itinerary ***. The
accommodations were with the ***, Lisbon, Portugal, for a
check in on February 28, 2019, and a check out on March 3, 2019. The total cost of the booking was
$445.81. We understand Mr. is requesting a refund in the amount
of $445.81, or a credit for future use from either Expedia or the hotel
We can confirm that on April 17, 2019, Mr.
called Expedia to request a refund, stating that he tried to check-in, but the
hotel could not locate his reservation.
Expedia reached out to the vendor who advised us that the customer was
tagged as a no show after they held the reservation for him until March 3,
2019. Regrettably, the refund request
was declined.
Additionally, we can confirm that Mr. received and
accepted the following hotel policy at the time of booking:
The room type and rate selected are non-refundable. Should you change or cancel this reservation
for any reason, the payment will not be refunded.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restriction of those providers. We hope you understand we must
adhere to the policies dictated by the hotel.
While we regret Mr.’ experience was not as we
would have hoped, based on the information provided above Expedia is unable to
fulfill his refund request.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
In 2018 I purchased tickets from *** Airlines through Expedia. E- ticket numbers as follows:
***
Unfortunately, I had to cancel my tickets due to health reasons. I received a credit to use before midnight PST 18 May 2019.
I contacted Expedia to rebook my ticket at 20:30 PST, 18 May 2019 (23:30 in NY where I reside). I instructed the agent as to which flight I wanted booked. The airfare was less than the available credit so the agent was going to contact *** airlines to determine if the remaining credit could be used towards the re-issuing fee. The agent was instructed that if it was not possible, the fee should be covered with the credit card on file. The agent confirmed my contact telephone number and stated that I would be contacted in the event of us being disconnected if there were any issues.
After being on hold for more than an hour, the call was disconnected (c. 22:00 PST, and 01:00 in NY).
I waited for the agent to call back - when he did not, I assumed that the booking was completed successfully in line with our agreement.
The next morning (19 May 2019) I checked for email confirmation of the booking - it had not been sent, but I have experienced delayed confirmation in the past, and so decided to allow 24 hours for the confirmation to arrive. By 20 May 2019, the confirmation email had still not arrived, and I contacted Expedia. I was informed that the instructed booking had not been finalised, and furthermore, that the credit had expired. I explained my interaction with the prior agent on the 18th of May. It was agreed that the fault lay with Expedia and that an extension would be granted to the credit. The amount, however, exceeded the agent's approval threshold, and so I was put on hold while this was escalated to the next level of management. Eventually I was put in touch with Monica W, Expedia Corporate Customer Care representative (I had already spent several hours speaking to various agents and being placed on hold). Monica W stated that Expedia would not honour the credit since they considered it expired. I countered to say that it was due to a fault on Expedia's side that the booking was not complete. Ms W stated that all the same, they would not extend the credit, and that it was *** airlines that was enforcing this decision. I asked how Expedia could justify keeping my money when they had been at fault, to which she replied in her own words that it was not Expedia, but *** airlines that was
keeping my money. I continued to argue the point and she stated that she would contact *** airlines to ask if they would allow an extension. She later sent me the following email:
“We have received an email reply from *** Airlines and they have informed us that the tickets validity has expired as they were issued more than a year ago. They have denied to extend the validity of the ticket."
I then reached out to *** Airlines directly on 25 May 2019. I was informed of two things:
1. *** Airlines is happy to extend the validity of the credit, however, given that the local connecting flights in the e-ticket are with other airlines, the decision does not lie with *** Airlines, but with Expedia.
2. *** Airlines does not have the credit for the flight - the credit remains with expedia.
So I have been given two conflicting pieces of information, but I am inclined to believe the *** Airlines agent. The issue is that Expedia refuses to help and they are clinging to a supposed response from *** Airlines, as well as the statement that *** Airlines has "taken my money", as the reason why they will not help.
Expedia.com Response
• Jun 07, 2019
June 7, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on May 18, 2018, Ms., or an authorized user of her account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel was with *** Airlines, *** Airlines, and *** Airways, departing on August 27, 2018, returning on September 6, 2018, from New York, NY, USA to Seoul, South Korea. We understand Ms. is requesting to extend the flight credit issued by *** Airlines for her cancelled reservation.
Upon receipt of the complaint, we researched the issues brought to our attention. We can confirm that prior to cancelling the reservation and after the cancellation was completed, the following mandated flight credit policy was advised and accepted by Ms.:
· At least one leg of your flight must be on *** Airlines.
· Your airline credit expires 18-May-2019. To redeem your credit, you must book your travel by calling Expedia by 18-May-2019.
· Credits are issued for each traveler and are non-transferable.
· Your total rebooking fee applicable to this itinerary is $600.00.
On May 18, 2019, Ms. contacted Expedia at around 9:00 PM (PST) to use her flight credit towards a new booking. As Expedia reached out to the *** Airlines to inquire if the exchange fees can be applied towards the flight credit, Ms. disconnected the line; hence, no actions were taken. On May 20, 2019, Ms. contacted Expedia and was advised that the issued flight credit was expired.
Expedia reached out to *** Airlines to advocate on Ms.’s behalf, requesting to extend the issued flight credit. Regrettably, the airlines denied the request, stating tickets are only valid until May 18, 2019.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
While we regret Ms.’s experience was not as we would have hoped, but due to the information provided above, Expedia is unable to honor the flight credit extension request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a round trip ticket from Newark to Phoenix. Unfortunately, I had two screens up with 2 different dates and booked the incorrect date. I realize the booking indicated no cancellations or transferable dates, however, when I realized the error, I called Expedia to book the correct dates. The agent indicated the only way they could rectify the error was to purchase prepaid gift cards from stores that carried their recommended gift cards, (ex. ***, ***, etc.) in the amount of the new reservation (correct dates) of $1,500. I went to several stores (4) to find *** prepaid gift cards as they recommended. I finally found *** and purchased the cards in the amount they indicated, $1,500. After doing so I had to stay in the parking lot of the store and read the card and pin number for the agent to proceed with the transaction. After I got home the agent called and indicated the airline would not accept the prepaid cards as the amount the agent gave me was incorrect (it was supposed to be $2,000). After MANY phone calls they advised I should purchase prepaid gift cards from an *** in the correct amount of $2,000. Travelling another 35 minutes I purchased the prepaid cards and again, I had to read the numbers off to him in the parking lot. I was off by one letter. The agent tried 3 times to submit the code and the airline declined after the 3rd time (security issues). After I got home the agent told me I had to go out again and purchase other suggested prepaid cards, ex, *** or ***. I went back to *** and attempted to purchase *** in the amount of $2,000, however, they refused as I earlier purchased $1,500 so I purchased $500 (as the agent suggested) as *** limit is $2,000 per day. The agent then advised me to go to another *** (a half hour away) to purchase the balance of $1,500 but the second *** refused because of their policy. (My ID was in the system) Now the agent advised me to purchase *** prepaid cards in the amount of $1,500 in a store that was a half hour away. I finally purchase the suggested prepaid cards. A half hour later the agent calls and tells me the transaction went through and he quoted me the amount Expedia was reimbursing me. The caveat now is Expedia needs to reimburse me in the amount of $6250 and the only amount corporate (Expedia) could issue a credit was in increments of $5,000 (too little) or increments of $9,000 (too much). At that point Expedia wanted me to go out at 7pm on a rainy evening (after running around all day purchasing prepaid gift cards from various locations) to purchase a prepaid gift card from *** for the difference of $2,500. In the interim, I have not been reimbursed a penny. So the transaction could not be completed until the next day. Now the agent is expecting me to drive another half hour away to purchase a prepaid card to satisfy the difference. How does Expedia get away with this???? Why can't Expedia reimburse me (or any customer) in the proper amount without prepaid gift cards?????
I have been in the hospitality industry for many years and an associate would never be permitted to abuse a guest (customer) in the manner in which I was treated. I am a senior (75) and wasted 2 days of my life driving around my town looking for available prepaid cards.
The agent that handled this has been WONDERFUL, PATIENT and I have nothing but praises to say about him but the policy of this company leaves a lot to be desired.
I will NEVER book with Expedia again and I will tell everyone my story.......one person times seven.
I am not able to post this review without leaving a star, so I am forced to put one in. RIDICULOUS
On May 25 I tried to purchase ticket for a flight on May 29 and my debit card was DECLINED. Ok no big deal but the issue is the took/place a hold on the money in the account over drafting it and caused a 40 dollar fee from my bank. I never received tickets or any service from them and my card was DECLINED. So the money was taken/ put a hold on and over drafted my bank account. I contacted Expedia May 28,29 and 30th about returning the money or taking the hold off I was told on May 28th a day or two, May 29th I was told a day or two because of the holiday and today May 30th 7-10 days after today. I feel I am getting the run around. My bank told me the way it is I must deposit 391 dollar to bring account out of the negative till I can use it and they cannot do anything about it that Expedia must. I tried 3 times asking to fix this and kept getting different longer and longer times so I am here looking for help. I am a single dad and can’t be having this happening. They had no issues billing a DECLINED card instantly so I would think they could remove the hold/charge the same. I just would like to know why and how they Can do that to a DECLINED card and not give tickets or anything. Also I could understand possibly holding money till the day of the selected flight but that day is passed.
Expedia.com Response
• Jun 07, 2019
June 7, 2019
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com 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.com is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding an authorization hold.
Upon researching the customer’s complaint, we were not provided with a valid Expedia itinerary number. While the email address was provided, it is not linked to an Expedia account. We ask that Ms. reviews the full itinerary number or line of business he booked under and reach out to the correct business line so that the case can be properly researched.
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.
Booked a Hotel Reservation with Expedia.com for the *** in Brentwood TN with the understanding that our credit card was just being used to hold the reservation and would not be charged until we arrived at the hotel. Due to circumstances beyond our control bad weather and several accidents on the highway in route to the hotel we were not able to make it. Called hotel to cancel at 5:41pm on 5/8 was told since I booked through Expedia I had to contact them to cancel it was a third party booking. So on the road I called spoke to Armel at 5:43 pm she informed me that the policy of the hotel was they needed an email so she sent them and email but also told be it would be open till 12 midnight and I told her we are exhausted and unable to travel any further and would not be there and not to charge my credit card. I also called my credit card company and told them it would be an unauthorized charge. Needless to say my card was charged for the room we was never there. I was told after going back and forth that I would be charged just a cancellation fee but the fee is the full amount of the room plus taxes. I feel this is fraud and reporting it to my credit card to dispute the charge. But more importantly I should not have to go through all this trouble and should not be charged for a room I never stayed in. This has been an on going issue and was not held in a timely matter by no means.
Expedia.com Response
• Jun 07, 2019
June 7, 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 25, 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 ***, Brentwood, TN for a check in on May 8,
2019 and a check out on May 9, 2019. The total cost of the booking was $157.39.
We understand Ms. is requesting a full refund of her booking as she was
not able to utilize it.
We can confirm that on May 8, 2019, Ms. called Expedia stating that due to
the bad weather, she was not able to arrive at the hotel. Our agent called the hotel to request the
cancellation of the hotel booking but was advised to send an email request. Unfortunately,
the hotel declined the refund request through email on May 13, 2019.
Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. Expedia does not own, operate or otherwise
run any hotels. Additionally, Expedia’s
Terms of Use, which were agreed to by Ms. at the time of booking,
expressly 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 Ms. reviewed and accepted the
following hotel cancellation policy prior to completing her booking:
Cancellations
or changes made after 11:59 PM local hotel time, Tuesday, May 7, 2019 are
subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to
check-in for this reservation, or if you cancel or change this reservation
after check-in, you may incur penalty charges at the discretion of the hotel of
up to 100% of the booking value.
Nonetheless, between May 13 – 30, 2019, Expedia contacted the
vendor again to advocate on Ms.’s behalf. Regrettably, the refund request
was denied. The *** is the merchant of record (the entity that
received the funds and the company that charged the credit card) on this
booking. We hope you understand we must adhere to the policies dictated
by the hotel.
While we regret Ms.’s experience was not as we
would have hoped, based on the information above, we are unable to fulfill her
refund request.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
I booked a *** Champagne Brunch Cruise through Expedia website. It was scheduled on Sunday 5/26 at 11AM. I received a phone call from *** Cruises that morning at 8:44AM from phone number *** stating they have sold out their tickets and they are not honoring Expedia vouchers. I contacted Expedia customer service immediately and they said I will be receiving an update regarding the refund with 72 hours. The amount is $119.11 Itinerary #***. As of now, I still have not heard from Expedia.
Expedia.com Response
• Jun 06, 2019
June 6, 2019Revdex.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.Our records indicate, on May 25, 2019, Ms. *** or an authorized user of the Expedia account booked a Champagne Sunday Brunch Cruise for two for May 26, 2019; via ***. A confirmation email was emailed on May 25,2019, it was opened on May 26, 2019 and reviewed four times.Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on March 26, 2019, Ms. is calling in regards to a refund for the cruise, implying that she has gotten an email which stated that it was sold out and is no longer sailing. Ms. called and says she received a call from vendor stating that all tickets were sold out hence they do not any reservation. Our representative called the vendor and they advised the tickets have been sold out and authorized to refund with no penalty. On May 25, 2019, an email was sent to Ms. advising Expedia is waiting for *** to respond and advise on the refund. After further review, Expedia was able to verify that *** Cruises & Events, authorized refunding Ms. for the cruise and issued a refund for $119.11 to card ending 9696. The refund shall appear back on the card in three to ten business days. A refund receipt has been emailed to Ms. email address. 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...
Sometime around the end of April/early May I booked a two room, one night stay at the *** in Portsmith New Hampshire. This was booked using Expedia. The dates for this was supposed to be May 18, checking out on the 19th. On May 10th, I canceled the reservation using the Expedia app because we were not able to go. Please see the attached images for the proof of the cancellation that I received via email. Yesterday on May 29, my husband noticed that there was a charge from the *** in Portsmith in the amount of $375.66 which they charged to my credit card on May 20. I called Expedia on May 29 and they said they would call the hotel and look into the issue. The phone wrap acknowledged that I had canceled this trip. The phone rep got back to me after speaking to the *** and told me that I didn’t cancel both rooms that I only canceled one. This was untrue. She told me that she would not credit my account because it was my fault. After realizing she would not address the issue I called the hotel directly and they said they would also not help me because it was Expedia’s problem and I needed to deal with them. I tried a second time with Expedia and got the same response - no help. Therefore I am putting this into dispute because I have proof that I canceled the reservation. The phone associate even acknowledged that I had canceled it and that she had to call the hotel to look into it. Neither party will rectify the situation. The Expedia app shows no prior trips. Their own app is not showing the trip that I canceled because the trip never happened.
Expedia.com Response
• Jun 05, 2019
June 5, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on March 12, 2019, Ms., or an authorized user of her account, self-booked two “Pay Later” hotel reservations using Expedia’s mobile site, under itinerary ***. Reservation was for the *** Portsmouth Downtown, with a check-in date of May 18, 2019 and a check-out date of May 19, 2019. We understand Ms. is requesting a refund of $375.66, stating that the hotel charged her account after cancelling the reservation on May 10, 2019.
Upon receipt of the complaint, we can confirm that Ms.’ concern has been resolved. On June 1, 2019, Ms. was issued a refund of $375.66 for the unused hotel reservation.
Again, 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 06, 2019
I accept Expedia’s response. But I must say it was only until I threatened them that they took action. And the two subsequent communications with them in the hotel they refused to help. I will never use Expedia ever again nor will I encourage anyone to use them
GET YOUR ACT TOGETHER
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.
0 stars! They canceled my reservation one hour before check in stating that the hotel was overbooked! But yet they took my money! Spent hours on the phone with them. Had to call back multiple times because they kept “disconnecting” and stating they couldn’t help me because their system was “updating”. BUT YET THEY CAN TAKE MY MONEY AND SEND EMAILS STATING I AM CONFIRMED AND NO NEED TO RECONFIRM! That was a bunch of crap. Don’t use this company!!!
I made reversations on Jan 27th 2019 for my mother and father for Las Vegas. A week before the trip my grandfather passed away . We had to cancel the trip to make funeral arrangements. I contacted Expedia and they canceled the hotel no problem but never credited my flight. Now there giving me the run around sending me back and fourth with Expedia and jet blue and will not issue me a refund even after sending proof of the deceased three times
Expedia.com Response
• Jun 04, 2019
June 4, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight refund request.
On January 10, 2019, Ms. self-booked a package reservation which included a hotel and two round-trip flight tickets via itinerary ***. Ms. paid $485.60 for the airline tickets. The airline tickets purchased were Basic Economy which is the most restrictive type of fare since they are use or lose tickets. We understand from Ms. complaint, a family member passed away and the passengers would not be able to travel. Ms. is requesting Expedia to provide a full refund of the tickets in the amount of $485.60
Upon researching the customer’s complaint, we can confirm that Ms. contacted Expedia on January 22, 2019, and Expedia was able to cancel and refund the hotel reservation. Expedia contacted the airline to request a refund and was advised to submit a refund request and the airline would determine if they would allow a refund on the tickets. No refund was guaranteed.
On March 7, 2019, we received the documentation the airline required in order to consider a refund. On April 13, 2019, the airline responded to Expedia and declined to approve a refund. The email was forwarded to Ms.. I have attached the email on this response. Ms. replied to Expedia by email and mentioned to reconsider about refunding or she would go “public”. I have also attached Ms. email on this Revdex.com response. Expedia has advocated on the behalf of the customer multiple times and the airline will not provide a refund. The airline has only offered the customer the option to make a change to the tickets. As you may know, Expedia is a third party intermediary and must follow the vendor’s rules. Because the airline did not authorize a refund and the customer accepted the Terms of Use, Expedia will not provide a refund or credit of any amount.
A portion of the Terms of Use which Ms. accepted is posted below.
13. LIMITATION OF LIABILITY
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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 immediately at 1-844-803-5576.
Sincerely,
Daniel A Corporate Correspondence Team
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
Customer Response
• Jun 06, 2019
Complaint: ***
I am rejecting this response because:
Expedia clearly stated that death in the family will be review, do you know how hard it is to ask family for a death certificate in the time of mourning.
I booked two tickets and a hotel stay through Expedia itinerary #***. At the time of booking the hotel it didn't indicate that you had to be over 21 years of age. I'm only 20 and my girlfriend is 18. After booking both airline and hotel I printed the confirmation and it indicated that you had to be over 21 years old to check in to the *** Hotel. I immediately called Expedia and it was super hard to understand the customer service rep. I explained the situation and he said that he would have to contact the hotel and see what they can do. Hotel manager was not available and so nothing got resolved. I ended up contacting my bank and they refunded me the money back however; the hotel and Expedia are fighting it and the bank wants to deduct it from my account. The total amount is for $1335.53. I feel that this is completely unfair and unethical for one Expedia should have better details on the hotel before booking. Secondly, we try to cancel immediately after the booking.
I don't want to loose out on this much money. It's ridiculous!
Expedia.com Response
• Jun 05, 2019
June 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. *** (Revdex.com case number
***) regarding a package reservation.
We understand Mr. is requesting a full refund of $1,335.53.
Our records
indicate that on March 19, 2019, Ms. ***, or an authorized user of
her Expedia account, self-booked a package reservation using Expedia website, under
itinerary *** for two passengers.
The package included the following:
Two
combined one-way flight bookings with
*** Airlines.
The
inbound flight is from Milwaukee, WI to Miami, FL, departing on April 13, 2019
at 6:15 am with a connecting flight in Minneapolis, MN. The cost is $540.00
The
outbound flight is from Miami, FL to Milwaukee, WI, departing on April 18, 2019
at 6:20 pm with a connecting flight in Minneapolis, MN. The flight is a Basic
Economy Fare. The cost is $274.00
A non-refundable,
pay now hotel reservation with the *** Hotel, Miami Beach, FL for a check
in on April 13, 2019, and a check out on April 18, 2019. The cost is $521.53.
The
total cost is $1,335.53
Upon review of the customer’s complaint, we can confirm that
on March 21, 2019, Mr. called Expedia stating that the email confirmation
received advised that the minimum hotel check-in age is 21 years old. The customer requested to cancel the hotel reservation as the traveler’s ages did not pass the required
minimum age for the hotel. Our agent
reached out to the vendor on the same day, however, the approval to refund the
customer was declined.
Furthermore, we can confirm that Expedia advised the
customer the minimum check-in age under the “Hotel Details” which is presented
at the time of booking and the account holder agreed to the terms and condition
of the hotel upon completion of their booking.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restriction of those providers. We hope you understand we must
adhere to the policies dictated by the hotel.
Nonetheless, Expedia contacted *** Airlines and confirmed
that the customers did not check in on the outbound and the inbound flight. Per *** Airlines policy:
The passengers were tagged as a no
show on the outbound flight. *** Airline issued a credit in the amount of
$270.00 per person with a reissuance fee of $200.00 and a processing fee of
$50.00. The total balance of $20.00 airline credit expires, and the travel must
be completed on or before March 19, 2020.
The inbound flight is a Basic
Economy Fare, tickets are non-refundable and there will be no airline credits.
Restrictive fares such a “Basic” are different from “Main”
Economy fares. These fares are usually available at a significant lower cost
and have more restrictions and ancillary fees, such as non-refundable, no free
checked bags and no seating selections.
For further information, the full terms and condition of the
“Vendor Rules and Restrictions” is available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
Additionally, we reached out to the hotel again to advocate
on the customer’s behalf, but unfortunately, the refund request was declined.
While we regret
Mr.’s experience was not as we would have hoped, based on the
information above, Expedia is unable to fulfill his refund request. Expedia
welcomes customer feedback in our ongoing effort to improve upon the customer
experience
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I booked 3 round trip flight tickets on 4/30/2019 from Seattle to Paris on Expedia.com.
Then I noticed Expedia charged to my bank account for 5 tickets.
I contacted their customers service 5 times in one month for this issue.
They told me they double booked 2 tickets, and they will refund me in 3-5 business days.
However, it has been a month, I haven't got my money back.
Expedia.com Response
• Jun 04, 2019
June 4, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on April 30, 2019, Mrs. self-booked a flight reservation on our website. We understand from Mrs.’s complaint, there was a charge of five tickets and Mrs. had only purchased three tickets. Mrs. quested for the two extra tickets charged to be refunded.
Upon researching the customer’s complaint, we can confirm that on May 29, 2019, Mrs. contacted Expedia and spoke to a supervisor. The supervisor spoke to a corporate customer support agent and advised the supervisor that two of the tickets would be refunded. Typically the refund can take 3 to 7 business days, but depending on the customers financial institution may take up to two billing cycles for the amount to show on the customer’s account.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. encountered in resolving this matter. The tickets were submitted for refund and the issue has been resolved to Mrs.’s desired outcome.
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 used Expedia online to schedule a room for travel. The confirmation I received is not for the dates that I selected. I need immediately contacted Expedia who states they could not reach to hotel who I called immediately and received an answer from. The following day Expedia advises they reached the hotel and could not change the reservation. I contacted the hotel and they advised they had rooms availabile but I should contact Expedia to get better rates. Upon calling Expedia they once again told me they could not reach the hotel. I again found this kit to be the case by calling the hotel. Upon calling Expedia and asking for a supervisor I was placed on a 30 minute hold without results. I am currently out $141 that I am being told is non refundable for a date I did not select. Upon calling the hotel and Expedia on a 3 way call they argued about the ability to change the hotel said they could and Expedia argued the fact. I do not understand this whole situation in Expedia’s end.
Expedia.com Response
• Jun 05, 2019
June 5, 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 hotel reservation. We understand Mr. is requesting a
refund of $141.00.
Our records indicate that on May 28, 2019, Mr., or an
authorized user of his Expedia account, self-booked a hotel reservation using
Expedia’s website under itinerary *** with following details:
A pay now, non-refundable reservation with
*** for a check in on June 20,
2019 and a check out on June 21, 2019. The total cost is $140.61
Upon review of the customer’s complaint we can confirm on the same
day of booking, Mr. placed the dates of June 20, 2019 for a check in and
June 21, 2019 for a check out in his search. The customer is aware that he selected a
non-refundable hotel reservation.
Furthermore, the customer sent an email requesting Expedia to change
the dates of the reservation. Expedia
reached out to the vendor advising the change can only be made if the new hotel
reservation is non-refundable. Our agent
cannot process the change due to the availability of the hotel reservation on
our website is refundable.
Nonetheless, we reached out to the vendor again advocating on the
customer’s behalf, fortunately, the request
was granted but Mr. needs to pay any penalty and difference in price. Expedia processed Mr.’ request and the
dates were changed to May 30, 2019 to May 31, 2019 for an additional cost of
$23.03.
Expedia serves as third-party intermediary with travel providers such
as hotels, car rental agencies and airlines and is subject to the rules and
restriction of those providers. We hope you understand we must adhere to the
policies dictated by the hotel.
While we regret Mr.’ experience was not as we would have hoped,
based on the above information, Expedia is unable to fulfill his refund request.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
Customer Response
• Jun 05, 2019
While after some period of time and not on Expedia’s doing the situation was resolved. I didn’t select the dates as they claim, it was selected for May 30. The hotel made the reservation change occur after being placed on hold for over an hour and without help from Expedia. I will be sure to never use Expedia for further business but I am not asking for any further refund at this point and will accept this matter closed. I will be sure to review my experience with Expedia elsewhere. Thank you.
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 cancelled a flight with Expedia and I have a $877 credit and I was booking a new flight with customer service which costs $580, they want me to pay a $300 fee in addition to my credit and are refusing to book my flight for $580 unless I pay the $300 fee.
Expedia.com Response
• Jun 05, 2019
June 5, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding the requirement to pay the $300.00 exchange fee.
Our records indicate, on February 26, 2019, Mr. or an authorized user of the Expedia account booked two round trip flight departing on July 9, 2019 from Boston, MA to Odessa, Ukraine and returning on July 24, 2019 from Odessa, Ukraine to Boston, MA; via ***. A confirmation email was emailed on February 26,2019, it has been opened and reviewed three times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on March 28, 2019, Mr. called in stating he wanted to cancel, due to a medical reason. Our representative explained the airline policies for cancelation as well explain how to proceed with a refund request with the airline. Mr. stated he wanted to use the credit for a new flight for June 27, 2019, flight number *** and return on June 30, 2019 flight number ***. Our representative advised the new fare and exchange fee and Mr. did not want to pay. He just wanted to pay the exchange fee of $300.00 and asked for a supervisor. The call was disconnected and when the call was made back to the Mr. our representative was unable to reach him but left a voice mail.
After further research of this matter, on June 5, 2019, Expedia reviewed *** Airlines fare rules and they advise the ticket could be exchange, it must have been cancelled prior to the departure flight. The ticket is valid for transportation for one year from the date of issuance of the original ticket and will be subject to any and all applicable change fees. If the new fare is more expensive the fare difference would have to be paid and there is an exchange fee of $300.00 that has to be charged to complete the exchange. Mr. can contact our Customer Service Department at 800-397-3342 to complete the exchange process.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• Jun 05, 2019
Complaint: ***
I am rejecting this response because:
Expedia explanation is inaccurate. I did not want to just pay the $300 exchange fee. I cancelled my original flight well within the time frame for a credit and when trying to book a flight and use my credit, expedia expects me to pay $300 additional, over and above my $877 credit. The new airline tickets cost was $567 leaving $310 credit for the exchange fee. The call was NOT disconnected, after sitting on hold for 33 minutes I hung up. The representative did NOT call back, I was left on hold until I "went away."
Expedia took my money, but didn't provide the service. I booked a hotel room, but when I arrived at the property, the hotel wasn't anything close to what it showed on the website. When I canceled I was charged for my entire stay 2 rooms X 4 nights each. When I contacted customer service, a supervisor told me the cancellation deadline was May 1st, I didn't even book the room until May 2nd.
Expedia.com Response
• Jun 05, 2019
June 5, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund request.
Our records indicate, May 2, 2019, Mr. or an authorized user of the Expedia account booked a three night hotel reservation at the *** Kansas City, checking in on May 3, 2019 and checking out on May 5, 2019; via ***. A confirmation email was emailed on May 2, 2019, it has been opened and reviewed once. On May 3, 2019, Mr. or an authorized user of the Expedia account booked a four night hotel reservation at the *** Kansas City, checking in on May 3, 2019 and checking out on May 6, 2019; via ***. A confirmation email was emailed on May 3, 2019, it has been opened and reviewed three times.
On May 4, 2019, Mr. called in stating he wanted to cancel the reservation, due to no pool and the hotel is under construction. Our representative called the hotel and was advised must speak with a manager and asked to all back on May 5, 2019. On May 17, 2019, Mr. called in asking for a supervisor at the onset of the call. Our representative asked for some details and Mr. declined. Mr. was doing a follow-up on the refund request. Mr. stated that they did not stay at the hotel at all, they were there for less than a minute, they have not checked-in, they left right away when they found out that the property was under construction. Stated it's dirty, disgusting, no swimming pool and they approached the front desk to cancel but was told to call Expedia. Our representative called the hotel and the front desk manager asked us to call back on Monday at 6:30pm. On May 19, 2019, an email was sent to Mr. which advised the following: “Our records show that one of our customer support representatives has advocated your case with *** Kansas City, but due to their policy regarding cancellations made less than 72 hours before check-in, they have denied your refund request”.
After further review on June 5, 2019, Expedia reviewed the details of the two reservations. The hotel cancellation policy was as follows:
Cancellation and change policyCancellations or changes made after 4:00 PM local hotel time, Wednesday, May 1, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
At the time the two reservations were booked, the hotel cancellation policy was in effect. Expedia called the property and spoke with the front desk, Expedia was advised that they do not authorize refunding for the reservations.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, airlines, and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
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.
Please accept our apologies for the inconveniences that have been experienced. 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 reserved a hotel stay with this company. The company advised me that my card would not be charged it was only needed for reservation purposes. It also advised that my card information will not be given out to anyone. My card was charged and it was charged by a hotel that I didn't authorize to charge my card. A hotel that I didn't stay at. This customer also doesn't provide the fine print information until after you reserve.
Expedia.com Response
• Jun 05, 2019
June 5, 2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue
from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us
time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***
(Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a refund
in the amount of $279.99.
Our records indicate that on May 26, 2019, Ms., or an authorized
user of her Expedia account, self-booked a hotel reservation using Expedia’s
website under itinerary *** with the following details:
A pay later, refundable hotel booking with
the *** Plus Myrtle Beach @ Intracoastal, Myrtle Beach, SC for a check
in on May 25, 2019, and a check out on May 27, 2019
The total cost is $447.98
Upon review of the customer’s itinerary and using a tool which shows
us to see what the customer was seeing during the booking process, we can
confirm Ms. agreed to the policy of the booking that says; “Cancellation
or changes made after 1:00 pm local hotel time, Wednesday, May 22, 2019 are
subject to a hotel fee equal to one night plus taxes and fees.” Ms. did
not cancel the reservation on our website.
Furthermore, Ms. called Expedia on May 28, 2019, requesting for
a refund. She stated that the hotel reservation was cancelled within 20 minutes
after the booking. We reached out to the vendor to request for the refund but
unfortunately, the request was denied.
Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. The *** Plus Myrtle Beach @
Intracoastal, Myrtle Beach, SC is the merchant of record (the entity that
received the funds and the company that charged the credit card) on this
booking. We hope you understand we must adhere to the policies dictated by the
vendor.
For further information, the full terms and condition of the “Vendor
Rules and Restrictions” is available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
Nonetheless, we reached out to the vendor once more, Ms. spoke
to the hotel representative advising the same denial for the refund request. The customer was charged by the hotel the
amount of $279.99 per the vendor’s hotel policy on this reservation. Expedia issued a $100.00 travel coupon into
her account upon the customer’s acceptance.
While we regret Mrs.’s experience was not as we would have
hoped, based on the information provided above, we are unable to fulfill her
refund request.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.
I originally reserved two rooms at the *** in Sedona AZ for May 25th. We decided to go in a day early and I called Expedia. They said they could not book us two days at the ***, but could move us to another hotel to accommodate us. We drove in and stayed the 24th at the other hotel. The hotel called our room the next day to ask us when we would be checking out. I realized *** that Expedia had booked us only one day in the new hotel. I called Expedia and they told us we had no room reserved for May 25th in ***. They offered to book us 90 miles away. If we didn't want that room, they advised us to go hotel to hotel, to the desk, to see if they had a room available. We found another room and paid a very high price for the two rooms. When we were on the way to the airport on Sunday the 26, I received an email asking me to rate the ***. I called Expedia, they evidently did not cancel the room at the ***. I have now been charged for the two rooms for the 25th. I have made several calls to Expedia, they said they were sorry but we would have to pay for the room not cancelled. I have heard they record all calls. I asked them to pull the recording on the 25th were they told us we had no reservations. All they say is sorry, we can do nothing.
I reached out to Expedia in May about a flight credit and I got sent in circles about getting the money back or rebooking another flight with my credit. I spoke to someone at *** who said that my ticket is valid and that Expedia needs to let me book another ticket, they also said that Expedia can release my funds in order for them ( ***) to issue a flight voucher to me. Expedia will not release the funds and no one will give me my 417.60 for my flight! This is highway robbery and I will not let someone steal my money! I am a single mother and I work hard for my money and I did everything correct to collect my flight credit on time.
June 10,
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 her flight reservation.
We understand Ms. is requesting to use her airline credit with
*** Airways.
Our
records indicate that on May 29, 2018, Ms., or an authorized user of her
Expedia account, self-booked two combined one-way fare flights for one
passenger, under itinerary ***.
Outbound travel was with *** Airlines from Argyle, St. Vincent and
the Grenadines to New York, NY, USA departing on August 11, 2018. Inbound travel was with *** Airways from
New York, NY, USA to Argyle, St. Vincent and the Grenadines departing on
September 1, 2018. The total cost of the
booking was $916.71 ($499.11 for the outbound and $417.60 for the inbound).
Upon
further review, we can confirm that on July 19, 2018, Ms. called Expedia
requesting to cancel the flight reservation due to medical reasons. Our agent reached out to *** Airways who
advised that the outbound flight is non-refundable and if cancelled, it will be
a lost value; However, a refund may be issued with a cancellation fee of $50.00, if a medical certificate
is submitted. On the same day, the
inbound flight with *** Airways was cancelled. Ms. was provided with
the *** Airways ticket validity: Rebook by May 29, 2019.
On
June 1, 2019, Ms. called Expedia requesting to use the *** Airways airline
credit. Our agent reached out to the
vendor who advised that the credit has expired and Ms.’ ticket has no
value.
Expedia serves
as a third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** Airlines and *** Airways are
the operating carriers and merchants of record (the entities that received the
funds and the companies that charged the credit card) on this booking. We hope you understand we must adhere to
the policies dictated by the vendors.
Nonetheless, on
June 7, 2019, Expedia reached out to *** Airways to advocate on Ms.’
behalf. *** Airways informed us that they have made an exception and
granted the customer an airline credit of $217.60 on June 4, 2019. The ticket validity was extended with a
policy of: “Travel must be completed on or before June 3, 2020.”. The customer
must use *** Airways’ website to rebook the flight by using the “travel
bank” link, log in with their email address and ticket number. The airline confirmed that there will be no
reissuance fee, but if the new ticket is cancelled, a cancellation fee of
$200.00 will be charged by them. The
customer may also call *** Airways at 1-800-*** to reissue the ticket via
phone with a processing fee of $25.00. The airline stated they granted the
airline credit of $217.60 with an extended ticket expiration of one year for
customer retention purposes.
Based
on the information provided above we recommend Ms. communicates directly
with *** Airways going forward as Expedia can no longer assist with the
utilization of this credit.
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
This never happened but I can’t fight anymore with these people .
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Expedia offers a Rewards program and Gold status is the premier status level for Rewards Memebers. Gold status is achieved by staying a certain amount of hotel nights in a calendar year or spending a certain amount of money on travel during that same year. I purchased through Expedia and have already traveled a vacation in which i'm entitled to 7 nights towards my 2020 gold status. Numerous Customer Service representatives have agreed with me in writing and I was promised these nights would be credited to my account. Its been months and they still haven't been credited.
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 the Expedia Rewards Program. We understand Mr. is requesting for a credit of 7 earned nights towards his Expedia account. At this time, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the Revdex.com as further research is needed for this case. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Erika M Corporate Correspondence Team
July 10, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response.
Our records indicate that on January 2, 2019, Mr., or an authorized user of the account, self-booked a package reservation using Expedia’s website, under itinerary ***. Travel was with *** Airlines , departing on April 20, 2019, returning on April 27, 2019, from Tucson, AZ, United States to San Jose del Cabo, Baja California Sur, Mexico. The hotel reservation was for the Pueblo Bonito Los Cabos Blanco, with a check-in date of April 20, 2019 and a check-out date of April 27, 2019. A Shuttle service was purchased with the itinerary. We understand Mr. is requesting for a credit of 7 earned nights towards his Expedia account.
Upon further research on the complaint, we can confirm that Mr.’s issue has been resolved. On May 1, 2019, 3836 points were added on the account for the itineraryy. And on July 5, 2019, the 7 earned nights were applied to reflect the accurate rewards on the account.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My son was flying home from alaska for his leave from the airforce and he couldn't pay with his student account so I had to pay for the tickets. It auto filled my name into everything including the flight tickets. When I contacted expedia they said they can't do anything and when I asked for a manager they left me on hold
To whom it may concern:
I am writing regarding my dispute with Expedia itinerary ***.
I booked the above reservation on May 16, 2019 on the expedia website thinking it was an all-inclusive resort. While reviewing the hotel information a bit more in detail, it was unclear to me if it was in fact an all-inclusive resort so I contacted expedia customer service to confirm. The representative I spoke to confirmed that its was NOT an all-inclusive so I asked him if we can switch the hotel. He informed me that I had to cancel the entire itinerary and rebook, which I did myself. He also informed me that I was within the 24-hour cancellation window.
On May 17 I received a partial refund of $1,060.59 which I called to inquire about, when I called the representative said that airfair is refunded right away but hotels take 3 days. I waited and didn’t receive a refunded and assumed it was because of the US holiday. On 05/30/2019 I called and was on the phone over an hour with a representative regarding this topic and the call dropped, no one ever called me back. Today I called again spoke to multiple representatives over the course for 2.5 hours and ended my call with a representative by the name of Shannon who gave me reference number ***. She said that the hotel was non-refundable, even though her representative told me to cancel. I was assured that they would be reviewing their phone records to confirm my story and would get back to me by Tuesday with their findings.
I am beyond upset and have tried my best to resolve this with expedia’s sub-par customer service.
Your assistance in this dispute is greatly appreciated.
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 Ms. *** (Revdex.com case number ***) regarding a package reservation.
Our records indicate that on May 16, 2019, Ms., or an authorized user of her account, self-booked a package reservation on Expedia.com, under itinerary ***. Travel is with *** Airways, departing on July 9, 2019, returning on July 16, 2019, from Fort Lauderdale, FL, USA to Oranjestad, Aruba. The hotel reservation is for the ***, with a check-in date of July 9, 2019 and a check-out date of July 16, 2019. We understand Ms. is requesting a full refund of her unused hotel reservation in the amount of $1984.69.
Upon receipt of the complaint, we can confirm that Ms.’s concern has been resolved. On June 4, 2019, Ms. was issued a refund of $1984.69 back to the original form of payment used to book the reservation. Ms. was also issued a credit of 6,541 Expedia Rewards Points on the account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I BOOKED A RESERVATION WITH EXPEDIA FOR THE *** (BOOKING NUMBER ***) BUT WHEN I ARRIVED AT THE HOTEL I WAS ADVISED THAT I DID NOT HAVE A RESERVATION. I HAVE TRIED WORKING WITH EXPEDIA BUT THEY ARE UNWILLING TO HELP.
I WORKED WITH JOSE AT THE FRONT DESK WHEN I TRIED TO CHECK IN AND FILED THE REPORT WITH EXPEDIA FROM THERE
June 10, 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 hotel
reservation.
Our records indicate that on October 30, 2018, Mr.
***, or an authorized user of his Expedia account, self-booked a non-refundable
hotel reservation using Expedia’s website, under itinerary ***. The
accommodations were with the ***, Lisbon, Portugal, for a
check in on February 28, 2019, and a check out on March 3, 2019. The total cost of the booking was
$445.81. We understand Mr. is requesting a refund in the amount
of $445.81, or a credit for future use from either Expedia or the hotel
We can confirm that on April 17, 2019, Mr.
called Expedia to request a refund, stating that he tried to check-in, but the
hotel could not locate his reservation.
Expedia reached out to the vendor who advised us that the customer was
tagged as a no show after they held the reservation for him until March 3,
2019. Regrettably, the refund request
was declined.
Additionally, we can confirm that Mr. received and
accepted the following hotel policy at the time of booking:
The room type and rate selected are non-refundable. Should you change or cancel this reservation
for any reason, the payment will not be refunded.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restriction of those providers. We hope you understand we must
adhere to the policies dictated by the hotel.
While we regret Mr.’ experience was not as we
would have hoped, based on the information provided above Expedia is unable to
fulfill his refund request.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
In 2018 I purchased tickets from *** Airlines through Expedia. E- ticket numbers as follows:
***
Unfortunately, I had to cancel my tickets due to health reasons. I received a credit to use before midnight PST 18 May 2019.
I contacted Expedia to rebook my ticket at 20:30 PST, 18 May 2019 (23:30 in NY where I reside). I instructed the agent as to which flight I wanted booked. The airfare was less than the available credit so the agent was going to contact *** airlines to determine if the remaining credit could be used towards the re-issuing fee. The agent was instructed that if it was not possible, the fee should be covered with the credit card on file. The agent confirmed my contact telephone number and stated that I would be contacted in the event of us being disconnected if there were any issues.
After being on hold for more than an hour, the call was disconnected (c. 22:00 PST, and 01:00 in NY).
I waited for the agent to call back - when he did not, I assumed that the booking was completed successfully in line with our agreement.
The next morning (19 May 2019) I checked for email confirmation of the booking - it had not been sent, but I have experienced delayed confirmation in the past, and so decided to allow 24 hours for the confirmation to arrive. By 20 May 2019, the confirmation email had still not arrived, and I contacted Expedia. I was informed that the instructed booking had not been finalised, and furthermore, that the credit had expired. I explained my interaction with the prior agent on the 18th of May. It was agreed that the fault lay with Expedia and that an extension would be granted to the credit. The amount, however, exceeded the agent's approval threshold, and so I was put on hold while this was escalated to the next level of management. Eventually I was put in touch with Monica W, Expedia Corporate Customer Care representative (I had already spent several hours speaking to various agents and being placed on hold). Monica W stated that Expedia would not honour the credit since they considered it expired. I countered to say that it was due to a fault on Expedia's side that the booking was not complete. Ms W stated that all the same, they would not extend the credit, and that it was *** airlines that was enforcing this decision. I asked how Expedia could justify keeping my money when they had been at fault, to which she replied in her own words that it was not Expedia, but *** airlines that was
keeping my money. I continued to argue the point and she stated that she would contact *** airlines to ask if they would allow an extension. She later sent me the following email:
“We have received an email reply from *** Airlines and they have informed us that the tickets validity has expired as they were issued more than a year ago. They have denied to extend the validity of the ticket."
I then reached out to *** Airlines directly on 25 May 2019. I was informed of two things:
1. *** Airlines is happy to extend the validity of the credit, however, given that the local connecting flights in the e-ticket are with other airlines, the decision does not lie with *** Airlines, but with Expedia.
2. *** Airlines does not have the credit for the flight - the credit remains with expedia.
So I have been given two conflicting pieces of information, but I am inclined to believe the *** Airlines agent. The issue is that Expedia refuses to help and they are clinging to a supposed response from *** Airlines, as well as the statement that *** Airlines has "taken my money", as the reason why they will not help.
June 7, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation.
Our records indicate that on May 18, 2018, Ms., or an authorized user of her account, self-booked a flight reservation using Expedia’s website, under itinerary ***. Travel was with *** Airlines, *** Airlines, and *** Airways, departing on August 27, 2018, returning on September 6, 2018, from New York, NY, USA to Seoul, South Korea. We understand Ms. is requesting to extend the flight credit issued by *** Airlines for her cancelled reservation.
Upon receipt of the complaint, we researched the issues brought to our attention. We can confirm that prior to cancelling the reservation and after the cancellation was completed, the following mandated flight credit policy was advised and accepted by Ms.:
· At least one leg of your flight must be on *** Airlines.
· Your airline credit expires 18-May-2019. To redeem your credit, you must book your travel by calling Expedia by 18-May-2019.
· Credits are issued for each traveler and are non-transferable.
· Your total rebooking fee applicable to this itinerary is $600.00.
On May 18, 2019, Ms. contacted Expedia at around 9:00 PM (PST) to use her flight credit towards a new booking. As Expedia reached out to the *** Airlines to inquire if the exchange fees can be applied towards the flight credit, Ms. disconnected the line; hence, no actions were taken. On May 20, 2019, Ms. contacted Expedia and was advised that the issued flight credit was expired.
Expedia reached out to *** Airlines to advocate on Ms.’s behalf, requesting to extend the issued flight credit. Regrettably, the airlines denied the request, stating tickets are only valid until May 18, 2019.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
While we regret Ms.’s experience was not as we would have hoped, but due to the information provided above, Expedia is unable to honor the flight credit extension request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I booked a round trip ticket from Newark to Phoenix. Unfortunately, I had two screens up with 2 different dates and booked the incorrect date. I realize the booking indicated no cancellations or transferable dates, however, when I realized the error, I called Expedia to book the correct dates. The agent indicated the only way they could rectify the error was to purchase prepaid gift cards from stores that carried their recommended gift cards, (ex. ***, ***, etc.) in the amount of the new reservation (correct dates) of $1,500. I went to several stores (4) to find *** prepaid gift cards as they recommended. I finally found *** and purchased the cards in the amount they indicated, $1,500. After doing so I had to stay in the parking lot of the store and read the card and pin number for the agent to proceed with the transaction. After I got home the agent called and indicated the airline would not accept the prepaid cards as the amount the agent gave me was incorrect (it was supposed to be $2,000). After MANY phone calls they advised I should purchase prepaid gift cards from an *** in the correct amount of $2,000. Travelling another 35 minutes I purchased the prepaid cards and again, I had to read the numbers off to him in the parking lot. I was off by one letter. The agent tried 3 times to submit the code and the airline declined after the 3rd time (security issues). After I got home the agent told me I had to go out again and purchase other suggested prepaid cards, ex, *** or ***. I went back to *** and attempted to purchase *** in the amount of $2,000, however, they refused as I earlier purchased $1,500 so I purchased $500 (as the agent suggested) as *** limit is $2,000 per day. The agent then advised me to go to another *** (a half hour away) to purchase the balance of $1,500 but the second *** refused because of their policy. (My ID was in the system) Now the agent advised me to purchase *** prepaid cards in the amount of $1,500 in a store that was a half hour away. I finally purchase the suggested prepaid cards. A half hour later the agent calls and tells me the transaction went through and he quoted me the amount Expedia was reimbursing me. The caveat now is Expedia needs to reimburse me in the amount of $6250 and the only amount corporate (Expedia) could issue a credit was in increments of $5,000 (too little) or increments of $9,000 (too much). At that point Expedia wanted me to go out at 7pm on a rainy evening (after running around all day purchasing prepaid gift cards from various locations) to purchase a prepaid gift card from *** for the difference of $2,500. In the interim, I have not been reimbursed a penny. So the transaction could not be completed until the next day. Now the agent is expecting me to drive another half hour away to purchase a prepaid card to satisfy the difference. How does Expedia get away with this???? Why can't Expedia reimburse me (or any customer) in the proper amount without prepaid gift cards?????
I have been in the hospitality industry for many years and an associate would never be permitted to abuse a guest (customer) in the manner in which I was treated. I am a senior (75) and wasted 2 days of my life driving around my town looking for available prepaid cards.
The agent that handled this has been WONDERFUL, PATIENT and I have nothing but praises to say about him but the policy of this company leaves a lot to be desired.
I will NEVER book with Expedia again and I will tell everyone my story.......one person times seven.
I am not able to post this review without leaving a star, so I am forced to put one in. RIDICULOUS
On May 25 I tried to purchase ticket for a flight on May 29 and my debit card was DECLINED. Ok no big deal but the issue is the took/place a hold on the money in the account over drafting it and caused a 40 dollar fee from my bank. I never received tickets or any service from them and my card was DECLINED. So the money was taken/ put a hold on and over drafted my bank account. I contacted Expedia May 28,29 and 30th about returning the money or taking the hold off I was told on May 28th a day or two, May 29th I was told a day or two because of the holiday and today May 30th 7-10 days after today. I feel I am getting the run around. My bank told me the way it is I must deposit 391 dollar to bring account out of the negative till I can use it and they cannot do anything about it that Expedia must. I tried 3 times asking to fix this and kept getting different longer and longer times so I am here looking for help. I am a single dad and can’t be having this happening. They had no issues billing a DECLINED card instantly so I would think they could remove the hold/charge the same. I just would like to know why and how they Can do that to a DECLINED card and not give tickets or anything. Also I could understand possibly holding money till the day of the selected flight but that day is passed.
June 7, 2019
Revdex.com
Central Ontario
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com 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.com is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding an authorization hold.
Upon researching the customer’s complaint, we were not provided with a valid Expedia itinerary number. While the email address was provided, it is not linked to an Expedia account. We ask that Ms. reviews the full itinerary number or line of business he booked under and reach out to the correct business line so that the case can be properly researched.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Corporate Correspondence Team
Booked a Hotel Reservation with Expedia.com for the *** in Brentwood TN with the understanding that our credit card was just being used to hold the reservation and would not be charged until we arrived at the hotel. Due to circumstances beyond our control bad weather and several accidents on the highway in route to the hotel we were not able to make it. Called hotel to cancel at 5:41pm on 5/8 was told since I booked through Expedia I had to contact them to cancel it was a third party booking. So on the road I called spoke to Armel at 5:43 pm she informed me that the policy of the hotel was they needed an email so she sent them and email but also told be it would be open till 12 midnight and I told her we are exhausted and unable to travel any further and would not be there and not to charge my credit card. I also called my credit card company and told them it would be an unauthorized charge. Needless to say my card was charged for the room we was never there. I was told after going back and forth that I would be charged just a cancellation fee but the fee is the full amount of the room plus taxes. I feel this is fraud and reporting it to my credit card to dispute the charge. But more importantly I should not have to go through all this trouble and should not be charged for a room I never stayed in. This has been an on going issue and was not held in a timely matter by no means.
June 7, 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 25, 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 ***, Brentwood, TN for a check in on May 8,
2019 and a check out on May 9, 2019. The total cost of the booking was $157.39.
We understand Ms. is requesting a full refund of her booking as she was
not able to utilize it.
We can confirm that on May 8, 2019, Ms. called Expedia stating that due to
the bad weather, she was not able to arrive at the hotel. Our agent called the hotel to request the
cancellation of the hotel booking but was advised to send an email request. Unfortunately,
the hotel declined the refund request through email on May 13, 2019.
Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. Expedia does not own, operate or otherwise
run any hotels. Additionally, Expedia’s
Terms of Use, which were agreed to by Ms. at the time of booking,
expressly 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 Ms. reviewed and accepted the
following hotel cancellation policy prior to completing her booking:
Cancellations
or changes made after 11:59 PM local hotel time, Tuesday, May 7, 2019 are
subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to
check-in for this reservation, or if you cancel or change this reservation
after check-in, you may incur penalty charges at the discretion of the hotel of
up to 100% of the booking value.
Nonetheless, between May 13 – 30, 2019, Expedia contacted the
vendor again to advocate on Ms.’s behalf. Regrettably, the refund request
was denied. The *** is the merchant of record (the entity that
received the funds and the company that charged the credit card) on this
booking. We hope you understand we must adhere to the policies dictated
by the hotel.
While we regret Ms.’s experience was not as we
would have hoped, based on the information above, we are unable to fulfill her
refund request.
We thank you for allowing us the opportunity to address
the issues brought to our attention. If
you have any further questions or concerns regarding this matter, please feel
free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
I booked a *** Champagne Brunch Cruise through Expedia website. It was scheduled on Sunday 5/26 at 11AM. I received a phone call from *** Cruises that morning at 8:44AM from phone number *** stating they have sold out their tickets and they are not honoring Expedia vouchers. I contacted Expedia customer service immediately and they said I will be receiving an update regarding the refund with 72 hours. The amount is $119.11 Itinerary #***. As of now, I still have not heard from Expedia.
June 6, 2019Revdex.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.Our records indicate, on May 25, 2019, Ms. *** or an authorized user of the Expedia account booked a Champagne Sunday Brunch Cruise for two for May 26, 2019; via ***. A confirmation email was emailed on May 25,2019, it was opened on May 26, 2019 and reviewed four times.Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on March 26, 2019, Ms. is calling in regards to a refund for the cruise, implying that she has gotten an email which stated that it was sold out and is no longer sailing. Ms. called and says she received a call from vendor stating that all tickets were sold out hence they do not any reservation. Our representative called the vendor and they advised the tickets have been sold out and authorized to refund with no penalty. On May 25, 2019, an email was sent to Ms. advising Expedia is waiting for *** to respond and advise on the refund. After further review, Expedia was able to verify that *** Cruises & Events, authorized refunding Ms. for the cruise and issued a refund for $119.11 to card ending 9696. The refund shall appear back on the card in three to ten business days. A refund receipt has been emailed to Ms. email address. 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...
Sometime around the end of April/early May I booked a two room, one night stay at the *** in Portsmith New Hampshire. This was booked using Expedia. The dates for this was supposed to be May 18, checking out on the 19th. On May 10th, I canceled the reservation using the Expedia app because we were not able to go. Please see the attached images for the proof of the cancellation that I received via email. Yesterday on May 29, my husband noticed that there was a charge from the *** in Portsmith in the amount of $375.66 which they charged to my credit card on May 20. I called Expedia on May 29 and they said they would call the hotel and look into the issue. The phone wrap acknowledged that I had canceled this trip. The phone rep got back to me after speaking to the *** and told me that I didn’t cancel both rooms that I only canceled one. This was untrue. She told me that she would not credit my account because it was my fault. After realizing she would not address the issue I called the hotel directly and they said they would also not help me because it was Expedia’s problem and I needed to deal with them. I tried a second time with Expedia and got the same response - no help. Therefore I am putting this into dispute because I have proof that I canceled the reservation. The phone associate even acknowledged that I had canceled it and that she had to call the hotel to look into it. Neither party will rectify the situation. The Expedia app shows no prior trips. Their own app is not showing the trip that I canceled because the trip never happened.
June 5, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on March 12, 2019, Ms., or an authorized user of her account, self-booked two “Pay Later” hotel reservations using Expedia’s mobile site, under itinerary ***. Reservation was for the *** Portsmouth Downtown, with a check-in date of May 18, 2019 and a check-out date of May 19, 2019. We understand Ms. is requesting a refund of $375.66, stating that the hotel charged her account after cancelling the reservation on May 10, 2019.
Upon receipt of the complaint, we can confirm that Ms.’ concern has been resolved. On June 1, 2019, Ms. was issued a refund of $375.66 for the unused hotel reservation.
Again, 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 accept Expedia’s response. But I must say it was only until I threatened them that they took action. And the two subsequent communications with them in the hotel they refused to help. I will never use Expedia ever again nor will I encourage anyone to use them
GET YOUR ACT TOGETHER
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
0 stars! They canceled my reservation one hour before check in stating that the hotel was overbooked! But yet they took my money! Spent hours on the phone with them. Had to call back multiple times because they kept “disconnecting” and stating they couldn’t help me because their system was “updating”. BUT YET THEY CAN TAKE MY MONEY AND SEND EMAILS STATING I AM CONFIRMED AND NO NEED TO RECONFIRM! That was a bunch of crap. Don’t use this company!!!
I made reversations on Jan 27th 2019 for my mother and father for Las Vegas. A week before the trip my grandfather passed away . We had to cancel the trip to make funeral arrangements. I contacted Expedia and they canceled the hotel no problem but never credited my flight. Now there giving me the run around sending me back and fourth with Expedia and jet blue and will not issue me a refund even after sending proof of the deceased three times
June 4, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight refund request.
On January 10, 2019, Ms. self-booked a package reservation which included a hotel and two round-trip flight tickets via itinerary ***. Ms. paid $485.60 for the airline tickets. The airline tickets purchased were Basic Economy which is the most restrictive type of fare since they are use or lose tickets. We understand from Ms. complaint, a family member passed away and the passengers would not be able to travel. Ms. is requesting Expedia to provide a full refund of the tickets in the amount of $485.60
Upon researching the customer’s complaint, we can confirm that Ms. contacted Expedia on January 22, 2019, and Expedia was able to cancel and refund the hotel reservation. Expedia contacted the airline to request a refund and was advised to submit a refund request and the airline would determine if they would allow a refund on the tickets. No refund was guaranteed.
On March 7, 2019, we received the documentation the airline required in order to consider a refund. On April 13, 2019, the airline responded to Expedia and declined to approve a refund. The email was forwarded to Ms.. I have attached the email on this response. Ms. replied to Expedia by email and mentioned to reconsider about refunding or she would go “public”. I have also attached Ms. email on this Revdex.com response. Expedia has advocated on the behalf of the customer multiple times and the airline will not provide a refund. The airline has only offered the customer the option to make a change to the tickets. As you may know, Expedia is a third party intermediary and must follow the vendor’s rules. Because the airline did not authorize a refund and the customer accepted the Terms of Use, Expedia will not provide a refund or credit of any amount.
A portion of the Terms of Use which Ms. accepted is posted below.
13. LIMITATION OF LIABILITY
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Expedia. Expedia is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Expedia has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
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 immediately at 1-844-803-5576.
Sincerely,
Daniel A Corporate Correspondence Team
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com
Complaint: ***
I am rejecting this response because:
Expedia clearly stated that death in the family will be review, do you know how hard it is to ask family for a death certificate in the time of mourning.
Sincerely
Dear Revdex.com,
I booked two tickets and a hotel stay through Expedia itinerary #***. At the time of booking the hotel it didn't indicate that you had to be over 21 years of age. I'm only 20 and my girlfriend is 18. After booking both airline and hotel I printed the confirmation and it indicated that you had to be over 21 years old to check in to the *** Hotel. I immediately called Expedia and it was super hard to understand the customer service rep. I explained the situation and he said that he would have to contact the hotel and see what they can do. Hotel manager was not available and so nothing got resolved. I ended up contacting my bank and they refunded me the money back however; the hotel and Expedia are fighting it and the bank wants to deduct it from my account. The total amount is for $1335.53. I feel that this is completely unfair and unethical for one Expedia should have better details on the hotel before booking. Secondly, we try to cancel immediately after the booking.
I don't want to loose out on this much money. It's ridiculous!
June 5, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. *** (Revdex.com case number
***) regarding a package reservation.
We understand Mr. is requesting a full refund of $1,335.53.
Our records
indicate that on March 19, 2019, Ms. ***, or an authorized user of
her Expedia account, self-booked a package reservation using Expedia website, under
itinerary *** for two passengers.
The package included the following:
Two
combined one-way flight bookings with
*** Airlines.
The
inbound flight is from Milwaukee, WI to Miami, FL, departing on April 13, 2019
at 6:15 am with a connecting flight in Minneapolis, MN. The cost is $540.00
The
outbound flight is from Miami, FL to Milwaukee, WI, departing on April 18, 2019
at 6:20 pm with a connecting flight in Minneapolis, MN. The flight is a Basic
Economy Fare. The cost is $274.00
A non-refundable,
pay now hotel reservation with the *** Hotel, Miami Beach, FL for a check
in on April 13, 2019, and a check out on April 18, 2019. The cost is $521.53.
The
total cost is $1,335.53
Upon review of the customer’s complaint, we can confirm that
on March 21, 2019, Mr. called Expedia stating that the email confirmation
received advised that the minimum hotel check-in age is 21 years old. The customer requested to cancel the hotel reservation as the traveler’s ages did not pass the required
minimum age for the hotel. Our agent
reached out to the vendor on the same day, however, the approval to refund the
customer was declined.
Furthermore, we can confirm that Expedia advised the
customer the minimum check-in age under the “Hotel Details” which is presented
at the time of booking and the account holder agreed to the terms and condition
of the hotel upon completion of their booking.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restriction of those providers. We hope you understand we must
adhere to the policies dictated by the hotel.
Nonetheless, Expedia contacted *** Airlines and confirmed
that the customers did not check in on the outbound and the inbound flight. Per *** Airlines policy:
The passengers were tagged as a no
show on the outbound flight. *** Airline issued a credit in the amount of
$270.00 per person with a reissuance fee of $200.00 and a processing fee of
$50.00. The total balance of $20.00 airline credit expires, and the travel must
be completed on or before March 19, 2020.
The inbound flight is a Basic
Economy Fare, tickets are non-refundable and there will be no airline credits.
Restrictive fares such a “Basic” are different from “Main”
Economy fares. These fares are usually available at a significant lower cost
and have more restrictions and ancillary fees, such as non-refundable, no free
checked bags and no seating selections.
For further information, the full terms and condition of the
“Vendor Rules and Restrictions” is available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
Additionally, we reached out to the hotel again to advocate
on the customer’s behalf, but unfortunately, the refund request was declined.
While we regret
Mr.’s experience was not as we would have hoped, based on the
information above, Expedia is unable to fulfill his refund request. Expedia
welcomes customer feedback in our ongoing effort to improve upon the customer
experience
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence
Team
I booked 3 round trip flight tickets on 4/30/2019 from Seattle to Paris on Expedia.com.
Then I noticed Expedia charged to my bank account for 5 tickets.
I contacted their customers service 5 times in one month for this issue.
They told me they double booked 2 tickets, and they will refund me in 3-5 business days.
However, it has been a month, I haven't got my money back.
June 4, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on April 30, 2019, Mrs. self-booked a flight reservation on our website. We understand from Mrs.’s complaint, there was a charge of five tickets and Mrs. had only purchased three tickets. Mrs. quested for the two extra tickets charged to be refunded.
Upon researching the customer’s complaint, we can confirm that on May 29, 2019, Mrs. contacted Expedia and spoke to a supervisor. The supervisor spoke to a corporate customer support agent and advised the supervisor that two of the tickets would be refunded. Typically the refund can take 3 to 7 business days, but depending on the customers financial institution may take up to two billing cycles for the amount to show on the customer’s account.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. encountered in resolving this matter. The tickets were submitted for refund and the issue has been resolved to Mrs.’s desired outcome.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Corporate Correspondence Team
I used Expedia online to schedule a room for travel. The confirmation I received is not for the dates that I selected. I need immediately contacted Expedia who states they could not reach to hotel who I called immediately and received an answer from. The following day Expedia advises they reached the hotel and could not change the reservation. I contacted the hotel and they advised they had rooms availabile but I should contact Expedia to get better rates. Upon calling Expedia they once again told me they could not reach the hotel. I again found this kit to be the case by calling the hotel. Upon calling Expedia and asking for a supervisor I was placed on a 30 minute hold without results. I am currently out $141 that I am being told is non refundable for a date I did not select. Upon calling the hotel and Expedia on a 3 way call they argued about the ability to change the hotel said they could and Expedia argued the fact. I do not understand this whole situation in Expedia’s end.
June 5, 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 hotel reservation. We understand Mr. is requesting a
refund of $141.00.
Our records indicate that on May 28, 2019, Mr., or an
authorized user of his Expedia account, self-booked a hotel reservation using
Expedia’s website under itinerary *** with following details:
A pay now, non-refundable reservation with
*** for a check in on June 20,
2019 and a check out on June 21, 2019. The total cost is $140.61
Upon review of the customer’s complaint we can confirm on the same
day of booking, Mr. placed the dates of June 20, 2019 for a check in and
June 21, 2019 for a check out in his search. The customer is aware that he selected a
non-refundable hotel reservation.
Furthermore, the customer sent an email requesting Expedia to change
the dates of the reservation. Expedia
reached out to the vendor advising the change can only be made if the new hotel
reservation is non-refundable. Our agent
cannot process the change due to the availability of the hotel reservation on
our website is refundable.
Nonetheless, we reached out to the vendor again advocating on the
customer’s behalf, fortunately, the request
was granted but Mr. needs to pay any penalty and difference in price. Expedia processed Mr.’ request and the
dates were changed to May 30, 2019 to May 31, 2019 for an additional cost of
$23.03.
Expedia serves as third-party intermediary with travel providers such
as hotels, car rental agencies and airlines and is subject to the rules and
restriction of those providers. We hope you understand we must adhere to the
policies dictated by the hotel.
While we regret Mr.’ experience was not as we would have hoped,
based on the above information, Expedia is unable to fulfill his refund request.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
While after some period of time and not on Expedia’s doing the situation was resolved. I didn’t select the dates as they claim, it was selected for May 30. The hotel made the reservation change occur after being placed on hold for over an hour and without help from Expedia. I will be sure to never use Expedia for further business but I am not asking for any further refund at this point and will accept this matter closed. I will be sure to review my experience with Expedia elsewhere. Thank you.
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 cancelled a flight with Expedia and I have a $877 credit and I was booking a new flight with customer service which costs $580, they want me to pay a $300 fee in addition to my credit and are refusing to book my flight for $580 unless I pay the $300 fee.
June 5, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding the requirement to pay the $300.00 exchange fee.
Our records indicate, on February 26, 2019, Mr. or an authorized user of the Expedia account booked two round trip flight departing on July 9, 2019 from Boston, MA to Odessa, Ukraine and returning on July 24, 2019 from Odessa, Ukraine to Boston, MA; via ***. A confirmation email was emailed on February 26,2019, it has been opened and reviewed three times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on March 28, 2019, Mr. called in stating he wanted to cancel, due to a medical reason. Our representative explained the airline policies for cancelation as well explain how to proceed with a refund request with the airline. Mr. stated he wanted to use the credit for a new flight for June 27, 2019, flight number *** and return on June 30, 2019 flight number ***. Our representative advised the new fare and exchange fee and Mr. did not want to pay. He just wanted to pay the exchange fee of $300.00 and asked for a supervisor. The call was disconnected and when the call was made back to the Mr. our representative was unable to reach him but left a voice mail.
After further research of this matter, on June 5, 2019, Expedia reviewed *** Airlines fare rules and they advise the ticket could be exchange, it must have been cancelled prior to the departure flight. The ticket is valid for transportation for one year from the date of issuance of the original ticket and will be subject to any and all applicable change fees. If the new fare is more expensive the fare difference would have to be paid and there is an exchange fee of $300.00 that has to be charged to complete the exchange. Mr. can contact our Customer Service Department at 800-397-3342 to complete the exchange process.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Expedia explanation is inaccurate. I did not want to just pay the $300 exchange fee. I cancelled my original flight well within the time frame for a credit and when trying to book a flight and use my credit, expedia expects me to pay $300 additional, over and above my $877 credit. The new airline tickets cost was $567 leaving $310 credit for the exchange fee. The call was NOT disconnected, after sitting on hold for 33 minutes I hung up. The representative did NOT call back, I was left on hold until I "went away."
Sincerely
Expedia took my money, but didn't provide the service. I booked a hotel room, but when I arrived at the property, the hotel wasn't anything close to what it showed on the website. When I canceled I was charged for my entire stay 2 rooms X 4 nights each. When I contacted customer service, a supervisor told me the cancellation deadline was May 1st, I didn't even book the room until May 2nd.
June 5, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund request.
Our records indicate, May 2, 2019, Mr. or an authorized user of the Expedia account booked a three night hotel reservation at the *** Kansas City, checking in on May 3, 2019 and checking out on May 5, 2019; via ***. A confirmation email was emailed on May 2, 2019, it has been opened and reviewed once. On May 3, 2019, Mr. or an authorized user of the Expedia account booked a four night hotel reservation at the *** Kansas City, checking in on May 3, 2019 and checking out on May 6, 2019; via ***. A confirmation email was emailed on May 3, 2019, it has been opened and reviewed three times.
On May 4, 2019, Mr. called in stating he wanted to cancel the reservation, due to no pool and the hotel is under construction. Our representative called the hotel and was advised must speak with a manager and asked to all back on May 5, 2019. On May 17, 2019, Mr. called in asking for a supervisor at the onset of the call. Our representative asked for some details and Mr. declined. Mr. was doing a follow-up on the refund request. Mr. stated that they did not stay at the hotel at all, they were there for less than a minute, they have not checked-in, they left right away when they found out that the property was under construction. Stated it's dirty, disgusting, no swimming pool and they approached the front desk to cancel but was told to call Expedia. Our representative called the hotel and the front desk manager asked us to call back on Monday at 6:30pm. On May 19, 2019, an email was sent to Mr. which advised the following: “Our records show that one of our customer support representatives has advocated your case with *** Kansas City, but due to their policy regarding cancellations made less than 72 hours before check-in, they have denied your refund request”.
After further review on June 5, 2019, Expedia reviewed the details of the two reservations. The hotel cancellation policy was as follows:
Cancellation and change policyCancellations or changes made after 4:00 PM local hotel time, Wednesday, May 1, 2019 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value.
At the time the two reservations were booked, the hotel cancellation policy was in effect. Expedia called the property and spoke with the front desk, Expedia was advised that they do not authorize refunding for the reservations.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, airlines, and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels.
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.
Please accept our apologies for the inconveniences that have been experienced. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
I reserved a hotel stay with this company. The company advised me that my card would not be charged it was only needed for reservation purposes. It also advised that my card information will not be given out to anyone. My card was charged and it was charged by a hotel that I didn't authorize to charge my card. A hotel that I didn't stay at. This customer also doesn't provide the fine print information until after you reserve.
June 5, 2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue
from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us
time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***
(Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a refund
in the amount of $279.99.
Our records indicate that on May 26, 2019, Ms., or an authorized
user of her Expedia account, self-booked a hotel reservation using Expedia’s
website under itinerary *** with the following details:
A pay later, refundable hotel booking with
the *** Plus Myrtle Beach @ Intracoastal, Myrtle Beach, SC for a check
in on May 25, 2019, and a check out on May 27, 2019
The total cost is $447.98
Upon review of the customer’s itinerary and using a tool which shows
us to see what the customer was seeing during the booking process, we can
confirm Ms. agreed to the policy of the booking that says; “Cancellation
or changes made after 1:00 pm local hotel time, Wednesday, May 22, 2019 are
subject to a hotel fee equal to one night plus taxes and fees.” Ms. did
not cancel the reservation on our website.
Furthermore, Ms. called Expedia on May 28, 2019, requesting for
a refund. She stated that the hotel reservation was cancelled within 20 minutes
after the booking. We reached out to the vendor to request for the refund but
unfortunately, the request was denied.
Expedia serves as a third-party intermediary with travel providers
such as hotels, car rental agencies and airlines and is subject to the rules
and restrictions of those providers. The *** Plus Myrtle Beach @
Intracoastal, Myrtle Beach, SC is the merchant of record (the entity that
received the funds and the company that charged the credit card) on this
booking. We hope you understand we must adhere to the policies dictated by the
vendor.
For further information, the full terms and condition of the “Vendor
Rules and Restrictions” is available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
Nonetheless, we reached out to the vendor once more, Ms. spoke
to the hotel representative advising the same denial for the refund request. The customer was charged by the hotel the
amount of $279.99 per the vendor’s hotel policy on this reservation. Expedia issued a $100.00 travel coupon into
her account upon the customer’s acceptance.
While we regret Mrs.’s experience was not as we would have
hoped, based on the information provided above, we are unable to fulfill her
refund request.
We thank you for allowing us the opportunity to address the issues
brought to our attention. If you have
any further questions or concerns regarding this matter, please feel free to
contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team