We called to request a cancellation for both flight and hotel and were promised a full refund for the cost of the trip. I’ve spent three days on the phone to resolve this matter and it was not resolved as promised. So many customer service reps that have not had the proper training - because of this and broken English the resolution is never communicated properly leaving much grey area. Days and many hours later, spoke with someone named Corey who spoke English and gave me legal contact information.
Expedia.com Response
• Jun 06, 2019
June 6, 2019
Revdex.com
E.com - ***, 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 April 30, 2019, Ms., or an authorized user of her account, self-booked a package reservation using Expedia’s website, under itinerary ***. Travel is with *** Airlines and *** Airlines, departing on August 5, 2019, returning on August 10, 2019, San Diego, CA to Kahului, HI. The hotel reservation is for the ***, with a check-in date of August 5, 2019 and a check-out date of August 10, 2019. A travel protection plan was purchased with the itinerary. We understand that Ms. is requesting a refund of her flight and hotel reservation, stating that an Expedia agent promised a full refund for her cancelled reservation.
Upon receipt of the complaint, we can confirm that Ms.’s concern has been resolved. On May 27, 2019, Ms. was issued a refund of $2,534.70 for the hotel reservation. On May 28, 2019, Ms. was issued a refund of $1,616.40 for the flight reservation.
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 am not being credited my points from my expenditures on Expedia's *** credit card.
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 her Expedia Rewards points.
Our records indicate that on November 30, 2018, Ms., or an authorized user of her Expedia account, self-booked a nonrefundable one-way flight reservation using her Expedia’s loyalty rewards points, under itinerary ***. The booking was with *** Airlines from Houston, TX to St. Louis, MO, departing on December 24, 2018. While Ms. did not specify her request in her complaint, based on the case notes available in our system, we understand she is requesting the points used to book this reservation be credited back to her Expedia Rewards account due to her flight cancellation.
We contacted *** Airlines who advised that Ms. cancelled her flight on December 24, 2018, and prior to cancelling she was told that her reservation was for a nonrefundable, non-changeable, Basic Economy ticket. At the time of booking Ms. accepted the airline’s terms, stating the ticket cannot be changed and a refund will not be issued in case of a cancelation. Additionally, Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above we are unable to honor her 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,
Dez M
Corporate Correspondence Team
Customer Response
• Jun 07, 2019
Complaint: ***
I am rejecting this response because: My complaint has nothing to do with a cancelled flight. I filed a complaint because I have not received my 5252 points from my April purchases on my *** Expedia Rewards *** card and the credit card company says this is an issue with Expedia.com. Credits are supposed to be received on the 9th of every month and the last credit I got was on 4/9/2019. Furthermore, I should be getting points for my May purchases on 6/9/2019.
Sincerely
Expedia.com Response
• Jun 14, 2019
June 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response or resolution offered.
While Ms. did not specify itinerary numbers associated with her request in the Revdex.com complaint, based on the information available in our system, we show the latest reservation booked in her Expedia account was made on November 30, 2018. Customers earn points on their Expedia Rewards account if they are logged in when making their booking. This also means they will need to be logged in the same account to spend the points, when they are ready to do so.
At this time, we are requesting for additional information regarding Ms.’s reservations as she mentions a booking for May which we have been unable to locate. We ask that she provides all related itineraries and additional email addresses used as this information will help us address each itinerary accordingly.
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,
Dez M
Corporate Correspondence Team
Customer Response
• Jun 27, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and although they continue to talk about a flight cancellation which my complaint had nothing to do with, they finally credited my points to my account after much badgering.
I booked a hotel through Expedia only to witness drug activity inside the hotel. I reported it to the hotel management and they did nothing. My wife and I felt unsafe and left. We tried to get a refund from the hotel and they told us we would have to go through Expedia.com because we booked the hotel through them. Expedia.com took two-weeks to finally get back to me and tell me the hotel will not refund my money and that was that. I have now found out that the hotel is a known Trap hotel where drugs are bought and sold. I feel Expedia needs to refund my money and drop that hotel from their website.
Expedia.com Response
• Jun 03, 2019
June 3, 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.
Our records indicate, April 7, 2019, Mr. or an authorized user of the account booked a five-night hotel reservation at *** Hollywood Downtown, checking in on May 5, 2019 and checking out on May 10, 2019 via itinerary ***. A confirmation email was emailed on April 7, 2019, it has not been opened. From May 12, 2019 through June 3, 2019, numerous emails communications between Mr. and Expedia. Mr. complained about the property and Expedia advised we had to communicate with the property, the property would advise/authorize a possible refund. On May 26, 2019, Mr. called in to do a follow up on his refund.
After further review on June 3, 2019, Expedia received authorization from the hotel approving Expedia to issue a refund for $471.48, which was less one night penalty. The refund was issue to card ending *** and should appear on the card thin three to ten business days. A refund receipt has also been emailed to the email address on the account, for Mr. record.
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
Customer Response
• Jun 04, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I've used Expedia for I dont k ow how many years. I'm a gold member I have their credit card and really never had a problem until my last trip to *** Fl. I bought tickets to the parks. They were a 4day park to park tickets. But the real reason I went through them was because on their page it said 4 day pass PLUS 2 FREE DAYS! I was going for 6 days so I figured I was getting 6 days. The 4 days cost about the same as if I went through the park so I bought them. When I got to *** the said I only had a 4 day pass. They said that Expedia miss represented themselfs so I asked the hotel I was at and they said the same thing. I believe I was duped into buying these tickets and didnt get what was on the invoice. Not happy
This is the worst travel comapny known to man. They in conjunction with an Airline changed all of my flights to have extremely unreasonable layovers causing an insane inconvenience. Customer service was rude and all of my money was taken and never returned. What theybare doing on a daily basis to tons of customers should/is illegal. Just look at their ***. Thousands of dissatisfied customers. Never again will I use them.
Me and my wife booked a round trip with Expedia from Seattle to Las Vegas (5.17.2019 -5.20.2019). For the inbound flight, we missed the flight due to personal reason, so on that day I booked another late flight from Seattle to Las Vegas. However, on 5.20.2019 when we were coming back to Seattle, when we arrived at the airport we are informed by *** airline that our outbound flight was also cancelled due to "not taking the inbound" flight. In addition, the flight tickets are void (no value) so the only way for us to leave Vegas is to book another flight which was impossible due to no other flights available. My wife and I had to book a hotel and the next day flight to Seattle.
During this incident:
1.Expedia refused to offer any help due to "it should not be handled by *** not us"
2.Expedia claimed it is a "general rule" if you don't take the inbound your outbound is cancelled. But when I asked is there any place you guys showing this information during my booking experiences, they said "sorry no but we will collect this feedback and improve our service"
3.Either Expedia or *** sent me any information about the cancellation of the outbound flight, if I knew this I would book flights early than arriving at the airport with no flight to take.
I have been a loyal customer to Expedia for many years. For the past 5 years I have spent more than 40k with Expedia and never had an issue or complaining about anything. Thix is the very first issue I have with them but their customer service is not willing to offer any help.
I have attached two customer support calls recordings. I hope they can help.
Expedia.com Response
• Jun 03, 2019
June 3, 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.
Our records indicate, on March 26, 2019, Mr. or an authorized user of the Expedia account booked two round trip flights departing on May 17, 2019 from Seattle, WA to Las Vegas, NV and returning on May 20, 2019 from Las Vegas, NV to Seattle, WA, along with a three night hotel stay ***, Las Vegas; via ***. A confirmation email was emailed on March 25,2019, it has been opened and reviewed once on March 26, 2019.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on March 20, 2019, Mr. called in asking for the *** Airlines confirmation code. *** tagged customer as a no show ad our representative referred Mr. to *** Airlines. Mr. was upset and refused to contact *** Airlines. As a one-time courtesy our representative called *** Airlines and consulted with their representative. *** Airlines representative advised the passenger was tagged as a no show and as per their terms and conditions the whole reservation had been automatically cancelled. *** Airlines could not reinstate the tickets and the whole reservation is forfeited and has no value, only option is to book a new reservation. Mr. was upset and mentioned he will file a case and disconnected the call. On May 23, 2019, Mr. called in complaining he does not have a return flight. Our representative reviewed the record and Mr. was tagged no show on the outbound flight by *** Airlines. Mr. says he'll file case with Revdex.com. On March 24, 2019, Mr. called in complaining that Expedia never advertised that if he missed the departure flight that the return ticket would be automatically cancelled; the call disconnected. Mr. was called back due to the disconnected call earlier. Mr. wanted to get refund on the return flight but *** Airline marked them as a “no show” on the outbound flight on May 17, 2019. Mr. blames Expedia stating that he was not told that if he did not take the outbound flight the return automatically cancels. Our representative advised Mr. of the general rule for all airlines and reiterated the policy.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 RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
Tell us why here...
Customer Response
• Jun 03, 2019
Complaint: ***
I am rejecting this response because:
So basically Expedia is saying because of the following statement, they are free from any responsibilities:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
What this says is basically not address any of my complains about "No notification or information about my auto-cancelled outbound flight from Expedia". As the travel agent, it is clearly Expedia's responsibilities to inform their customers. Expedia's Mobile App shows my outbound tickets all the time until 2 hours before the departure (I only received a *** Flight cancel email on 5.20.2019 indicating my 5.17.2019 flight is cancelled which was sent after I asked Expedia to contact *** flight to figure out what happened to my outbound flight). So during my visit in Las Vegas, I was not aware of a cancelled flight at all. If the App or any other Expedia contact could tell the correct information early, I will be able to handle the situation instead of having no flights (On May.20.2019 afternoon, there wasn't a single flight available for me to purchase on the spot to flight back to Seattle. I have to booked a very expensive flight on May.21.2019 to go back to Seattle plus I had to book a hotel for that unexpected one night).
I have been a loyal customer of Expedia for over 5 years (and probably never) and every year I reached their Gold member bucket every year(spent more than $10,000 a year). This is the very first time I had a issue with Expedia and their response is very disappointing (I have attached a screenshot showing my records with Expedia). I can not believe how reluctant for them to help and how badly they treat their customer (During my called to Expedia, the calls got disconnected and they didn't try to call me back so I have to call again ending up with some new customer agent to repeat my complains for THREE times).
This complain is not about the Money. The only thing I asked Expedia for is a refund for my outbound flight which is only about $350 bucks. The money I spent on purchasing a new flight plus hotel is about $1500 and the time I have spent on dealing with Expedia worth much more than this. This is about how a company should respect their customer instead of some very broad and vague statement saying "You should read from their website" to free Expedia from any responsibilities.
Sincerely
Expedia.com Response
• Jun 05, 2019
June 5, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding *** airline cancelling his return flight since the outbound flight was missed and *** marked as a “no show”.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia was able to review the *** Airline fare rules for the itinerary that was booked. The fare rules state, “cancellation any time, ticket is non-refundable. Waived for death of passenger. Note - waiver also applies to traveling companion a service charge of $110.00 will be assessed in order to process refund. Cancellations must be made 24 hours prior to original departure or ticket becomes unchangeable and entire value of ticket is lost.” In addition, Expedia was able to review *** Airlines contract of carriage on their website. It states as follows: The guest fails to travel on any flight segment of a booked itinerary and fails to modify/cancel their reservation prior to the time limit outlined in section 3.3. In such instances, all subsequent flight segments on the itinerary will be cancelled. 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 RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
In April 2019, I booked 19 itineraries for hotels and thing to do. I paid off 100% for all of the itineraries by my DEBIT card. All of 19 purchases went though my banking account last month.
On May 20, 2019 between time 10:39 AM.-10:55 AM., Expedia by Oliver S, Transaction Processing Expedia, Inc. sent 19 emails to me. Here is the sample one of email that I received:
From: [email protected]
Sent: Monday, May 20, 2019 10:38 AM
To: ***
Subject: URGENT! Your Expedia.com Purchase: ***
Dear Expedia.com Customer,
Your Expedia.com® Purchase: *** has been cancelled due to one or more of the following reasons:
• We were unable to authenticate the credit card.
• We were unable to authenticate the card holder.
• The purchase was declined by the credit card company.
• Account History.
Please reply to this e-mail if you think there may be a mistake. We are happy to work with you to rectify any discrepancy. Since we have been unable to contact you via the telephone numbers listed in your account, please reply to this e-mail with the telephone number we can reach you at and the best time to call. An Expedia® Transaction Processing Representative will contact you at the time you specify.
Please do not call Expedia Customer Service for assistance with this matter. They will instruct you to e-mail [email protected].
Sincerely,
Oliver S
Transaction Processing
Expedia, Inc.
E-mail: [email protected]
All of emails said the same reason of the cancelling all of my 19 itineraries are my credit card problem. Then the next 4-5 hours I checked at my banking, I saw 19 refund transfer pending. I called and sent many emails to the [email protected] to stop cancel this cancelling and refund process but NO ONE reply my email and NO ONE can do anythings. They said my Expedia account is lock. The process department is doing the investigation and did not know when it will done.
Expedia.com Response
• May 29, 2019
May 29, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her cancelled reservations.
After communicating with Expedia’s Transaction Processing department, we can confirm that as of May 21, 2019, Mrs. has been advised that we are no longer able to process future reservations for her.
Per Expedia’s Terms of Use:
We retain the right at our sole discretion to deny access to anyone to this Website and the services we offer, at any time and for any reason, including, but not limited to, for violation of these Terms of Use.
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,
Lidiya N
Corporate Correspondence Team
Customer Response
• May 29, 2019
Complaint: ***
I am rejecting this response because:
I NEVER request to cancel my bookings!!
I NEVER advised Expedia to NOT process my reservations. Opposite, I told Expedia to STOP/CANCEL the canceling all my bookings and refunds process the 1st. day that I got canceled email (see sent emails screen shot attached). So “After communicating with Expedia’s Transaction Processing department, we can confirm that as of May 21, 2019, Mrs. has been advised that we are no longer able to process future reservations for her” is NOT TURE!
Here is my request:
1. I want Expedia to make reservation all of hotels and thing to do to be the same as before Expedia cancel them: Dated of booking, price, coupon that used (See bookings report attached).
2. It has been almost TWO MONTHS since I booked so 2 hotels it sold out. the first one is *** by ***, they do not have 4 rooms and 5 beds anymore, so Expedia have to find the new condominium that match 4 rooms and 5 beds at the same location and pay the extra price for me. The other hotel is ***, Expedia have to cover all my lost: price will be different if I have to book direct from the hotel.
3. Make sure that I will get my coupons back or get credit/refund back to my bank checking account the same value of my coupons that I used.
4. Below are my itineraries that Expedia canceled: *** (See bookings report attached)
This has been a nightmare for me. On or about May 22, I was on the phone with Expedia for almost three hours. I was on the phone earlier in the day for over an hour.
I bought a vacation package to Rome with the one-time "free" cancellation waiver offered to me in a purchased Travel Protection Package. On or about April 29, I purchased a Travel Protection Package for my trip to Rome as well. On or about May 21, I decided to use my one time "free cancellation" voucher per Expedia's policy. I decided I wanted to cancel and the employee told me he would cancel it and that all I would need to do is find an airfare of less or equal value to my original airfare on the same airline. They also said I would have to pay a $300.00 change fee but the insurance would cover it.
On or about May 22, I found an airfare for Amsterdam in March on Expedia's website. It took the Expedia agents over an hour to try and help me book the airfare. When I called back, several agents hung up on me. When I finally was able to get a quote for the Amsterdam ticket it was a thousand dollars higher than what I saw on the website. I also asked for a Berlin ticket and that airfare was significantly higher. While I the protection package and fare rules spell out that I will need to be reimbursed for a $300.00 change fee and any fare difference, it does not say (a). I am not eligible to see the cost of flights or get a quote without waiting for hours with Expedia and that the flights I'm seeing I'm not eligible for because this is a rebooking not an original ticket and (b). Reconcile that *** cancelled my ticket due to inconsistent policies between the Travel Protection Package and *** Airlines. So every ticket was hundreds if not thousands of dollars more expensive. What is the point of insurance if the airline then locks you out of those cheaper tickets? I asked to finally speak to corporate supervisor and I was on the phone for almost three hours. The woman I spoke to was unhelpful and dismissive
Expedia.com Response
• May 31, 2019
May 31, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight credit. We understand *** is requesting a refund.
Our records indicate on April 29, 2019, ***, or a person authorized for the account, self-booked a package including flights with *** Airlines traveling from Chicago, IL, USA to Rome, Italy, departing on August 5, 2019, returning on August 1, 2019, four nights with the *** checking in on August 6, 2019 and a travel protection Package Protection Plan with Travel Guard via itinerary ***.
At the time of booking, the terms and conditions were provided and accepted. They are available for viewing via the online itinerary and email confirmation. They included:
Flights:
Tickets are nonrefundable, nontransferable and name changes are not allowed.
Package protection:
Cancellation Fee Waiver
Change or Cancel for Any Reason: The Vacation Waiver helps protect you against life’s unexpected occurrences. Your group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start timeof your trip without being charged any change or cancellation fees. If canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel.
For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and you will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip.
On May 21, 2019 the customer canceled the hotel and flight. A refund was provided for the hotel under the package protection plan. The flight was available for credit with the airline for future travel, with restrictions and with a validity period.
On May 22, 2019 the customer inquired on rebooking for future flights. Availability and pricing were provided for the *** Airlines flights requested and the customer elected not to complete the exchange.
Flight availability and pricing comes from the airline and Expedia is unable to set or override it. Pricing changes without notice and is not guaranteed until flights are ticketed and confirmed. We hope you understand that many things can affect airline pricing besides availability, including travel season and destination, and that the prices provided by the travel supplier are not within our control.
We apologize for any inconvenience experienced when calling our customer service department to inquire on making an exchange. However, based on the fare rules the flight purchased is nonrefundable. As the terms and conditions were provided and accepted, we will not be able to provide compensation for the tickets or any fare difference due.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• May 31, 2019
Complaint: ***
I am rejecting this response because:
Expedia is not telling you the truth about what happened. They simply say prices on airfares change, but they are not mentioning how once you choose the one time 'free' cancellation that you no longer are eligible for airfares on their website that are published and have to wait several hours for them to tell you to pay hundreds to a thousands of dollars more for a hidden fare. It is a blatant bait and switch scam the company does. The credit I have with *** is useless thus rendering their one time free cancellation product they sell a scam.
I would not have accepted the terms of sale nor canceled the vacation if I knew the consequence would be paying Expedia hundreds to thousands of dollars. Expedia continues to further this scam on customers and it is unconscionable that they continue to do this.
Sincerely
Expedia.com Response
• Jun 03, 2019
June 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
As previously advised, flight availability and pricing comes from the airline and Expedia is unable to set or override it.
The package protection plan provides coverage and has no effect on the pricing provided by the airline.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Jun 03, 2019
Complaint: ***
I am rejecting this response because:
Ms. H's reply is non responsive and dismissive. She keeps trying to place blame on the airline but never answers the essential question: Why does Expedia not specify in their terms that when you submit for a 'free cancelation' that you are no longer eligible for airfares published on their website? If the airline is selling non refundable tickets then Expedia needs to be explicit in their terms and not do the bait and switch like they did to me. It is not fair. I would not have canceled if I knew the airfare I found with the same airline on a later date I was not eligible for. Expedia also does not address why I have to be transferred and put on hold for several hours only to be told the airfare I see on the website is not available to me.
Finally, Ms. H does not recognize my customer status with Expedia. I have spent thousands of dollars with the company over fiffee years or so. I will no longer purchase anything from Expedia if they do not help me. So instead of refunding me $900 she is willing to sacrafice thousands of future revenue for the company by being curt and stubborn in her reply. Pretty disappointing.
I will not budge on this. If it is not revolved in my favor, I will never book with Expedia again.
I rented a car through Expedia from Economy Car rental. I paid for vehicle and insurance online. When I arrived at Economy they did not have a vehicle. I rented from another vendor in area. They are refusing to refund my insurance on the vehicle they did not provide. Below is the information regarding this refund.
Re: Requested Email: Travel Insurance - Itin: *** - Case ID : [REQ:***]
Expedia.com Response
• May 31, 2019
May 31, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservation.
Our records indicate that on May 10, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” car rental reservation using Expedia’s website, under itinerary ***. Reservation was for ***, with a pick-up date of May 10, 2019, and drop-off date of May 11, 2019. A travel protection plan was purchased with the itinerary. We understand Mr. is requesting a refund of $22.00 for the purchase travel protection plan, stating he was unable to utilize the reservation as the car rental did not have any vehicles available.
We regret Mr.’s Experience with *** was not as we would have hoped, and any subsequent inconvenience caused. Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. We encourage our customers to contact us immediately which enable us to attempt to find a resolution at that time.
Because we value Mr. as a customer and regret his experience, Expedia is happy to honor his refund request. A refund in the amount of $22.00 was processed today, May 31, 2019, back to the original form of payment used to book the reservation. The time it takes to receive the said refund will depend on Mr.’s credit card company or banking institution. Typically, within 3 – 5 business days.
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.
I had tried booking my tickets Couple of months back for a trip that I was planning with my family. I made an itinerary for four people for myself my mom and my two kids and then two separate itineraries For my aunt and my sister as their return date was different than ours. While booking the other ticket for my sister the system was having a lot of glitch but some how I was able to purchase her tickets. Few days back whej I went back to pull up the tuckets I notuced that there were twotickets under my name and my sister’s tickets were missing. I called expedia they said The passengers name is “xyz” which was actually my name I was lile no it was supposed to be under “abc” name and they didnt see that name anywhere. So basically bcuz of that glitch expedia’s website put my name and deleted the actual pessanger’s name from the ticket. Upon investigating the session they verified that I went back twice to correct the name and I did put the correct name of the passenger but somehow it still took the name from the expedia account holder’s name which was my name. It was rediculous!!!! So even after verifying that I did write the correct passenger’s name expedia did not take the responsibility of the error and did not agree to issue a refund or even helped me with changing the name on the itinerary... instead they ate all my money and just offered me a 50% refund and I had to pay $692 which was half price of the ticket and on top of that I had to purchase another ticket that had gone up to $2092 :( because of expedia’s system error. Expedia was very inconsiderate and was deliberately making me responsible for it even after investigating the session and knowing that the passenger’s correct name was typed on the itinerary.
Expedia.com Response
• May 31, 2019
May 31, 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 reservation refund request.
On March 25, 2019, Ms. self-booked three airline reservations on our site. We understand from Ms.’s complaint, she mentioned that due to a site error two itineraries included the same passenger’s name. Ms. also mentioned she purchased a new ticket and is requesting the refund for the original ticket and also the difference for what she paid for a new ticket which is total of approximately $1403.00 from her claim.
Upon researching the customer’s complaint, we can confirm that on May 21, 2019, Ms *** contacted Expedia by phone. I have listened to the full call recording. Ms. was advised by a corporate office agent that it was determined that no site error had occurred. Ms. was told there were notes offering her a refund for one ticket in the amount of $692.07 which Ms. had previously declined. The Expedia corporate agent again offered the same refund $692.07 and Ms. accepted. After accepting the refund Ms. mentioned she had already booked a new itinerary for a cost of $2092.93 on her own since she did not want to lose the price. Ms. asked for more compensation in the form of a coupon which she could use for a hotel. The Expedia corporate agent told Ms. the refund was only provided as a courtesy and no further coupon or refund would be provided. Ms. moved on to ask about making a change to her itineraries before her call disconnected. On multiple calls Ms.’s phone disconnected from calls with Expedia. When we attempted to reach her back we were unsuccessful.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. As the issue was verified and no site error was found, Expedia will not refund any amount.
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.
Expedia has ruined many of my vacations. They website offers a lot of information volunteered from the hotels all over the world without guarantee or vetted the description. They also don't moderate the comments of these horrible no way should be 4 stars hotel. I have copies of other guest complaint about the particular resort, ***. The complaints ranges from lack of staffs, leaky pipes, dirty pool, to children in adult alcohol consumption areas. Expedia refuses refund after 30 minutes of booking citing they need to crawl on their knees until 9 AM the next day to beg for mercy from some 3rd world's country hotel manger, yet their charges said Expedia and pending. I would like the Revdex.com to step up and reign in this out of control content publisher, whom claimed no third party liability and have zero business ethics or guts to protect their customer. I even went as far as breaking down the cheating All inclusive so call 4 stars resorts claim that they have 5 restaurant 2 which required reservation, and reservation cannot be made because they like to play games: oh you need to check in with a room number, and when I check in, it is often full, or I am too late to meet the cut off for the day. Expedia chose to do nothing about it rather than wasting my time with transferring me around and told I need to wait 48 hours for their useless begging customer service department to ask for mercy from the hotels. It's like us american waiting for ford to ask if the parts maker, of an defective auto, to see if they willing to fix the defects or not. What sense does this make? I am dealing with a bully and an ignorant profiting pig = Expedia. As a veteran, I believe this sort of business is against our american's way of life. Greedy Expedia.
Expedia.com Response
• May 30, 2019
May 30, 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 changing her ticket from a basic economy ticket to an economy ticket.
Our records indicate, on May 21, 2019, Mr. or an authorized user of the Expedia account booked three one-way tickets departing July 23, 2019 from Bangor, ME to Dallas, TX; via Itinerary number ***. A confirmation email was emailed to the email address on the Expedia account on May 21, 2019, it has not been opened or reviewed.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 23, 2019 Mr. requested to have a note put on the reservation advising that he wants to have a dinner reservation for the ***. Our representative added the special instruction to the reservation and called the hotel, they advised in order to secure the reservation the customer needed to contact the hotel concierge directly the following morning at 9am. Our representative advised Mr. and he did not like the information that was being advised to him and decided to cancel the reservation. Mr. asked for a manager. A manager took over the call and Mr. wanted assurance that he will be able to eat at the *** Restaurant on his date of arrival. Our representative checked the hotel information and a reservation is required to get inside the restaurant. Mr. got upset because he claimed it was a hassle for him so he decided to cancel. Our representative advised we needed to contact the hotel tomorrow morning so we can ask for refund. Mr. became irate and he claimed that Expedia is holding the money and stealing from him. Mr. advised he will hire a lawyer to punish Expedia. Mr. wanted a guarantee of a cancellation without penalty and was advised we could not assure that since we have not spoken with a manager. Mr. insisted he was concerned about his security and that the hotel had too many excuses when the quality was not equal to the amount he paid. Our representative applied a $200 travel voucher to his Expedia account based on the inconveniences. The voucher is valid for anyone who books a “pay now hotel” or a “pay now hotel and flight” reservation while being logged into Mr.’s account. The voucher is valid for a one-time use and good until June 30, 2020.
After further review, Expedia was able to verify on May 30, 2019, since the reservation was cancelled and the penalty at the time it was reserved stated, “Cancellations or changes made after 6:00 PM local hotel time, Tuesday, May 21, 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.” On May 24, 2019 a refund of $200.53 has been issued to card ending *** and should appear back on the card three to seven business days after it was processed.
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.
Terms of Use – Supplier Rules and RestrictionsAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia is not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
We booked a room at the ***-***, in Gainesville, Virginia through Expedia, then when we found out about the train that passes by randomly and the noise, we decided to cancel. We were told about this after we checked in and that is when we decided to leave.Tried to get a refund through Expedia but they never came through. This was 3 months ago and we have been trying to deal with Expedia, Credit card company and the *** customer service and have been unsuccessful. The room was $179.66 that we paid and never stayed there. We were not aware of the issue when we booked the room.
Expedia.com Response
• May 31, 2019
May 31, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on February 19, 2019, ***, or a person authorized for the account, booked a one night reservation with the *** by ***, in Gainesville, VA, checking in on February 20, 2019.
A refund of the reservation was provided on May 31, 2019. The refund timeframe varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Jul 08, 2019
Complaint: ***
I am rejecting this response because: I still have not received the refund and it has been 4 and a half months since the incident. Unacceptable.
Sincerely
Expedia.com Response
• Jul 10, 2019
July 10, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the Revdex.com regarding the consumer complaint from *** (Revdex.com case number ***). As previously advised, a refund of $179.66 was provided to the customer’s original form of payment used to purchase the reservation. If the customer has not received the refund, they may contact the credit card company providing the refund to verify the refund timing or discuss other possibilities. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Denise H Corporate Customer Service
Customer Response
• Jul 11, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I booked a room on expedia.com for a delux villa the website said it includes a kitchen even shows this on the website however when I got to the property and checked in none of the things that was shown on the website was in the room no kitchen nor did the room even come close to reflecting the pictures of how nice the rooms are instead everything in my room was low budget and looked nothing like the picture I would have never booked the room if I knew I would be getting what I got. they are tricking people by putting pictures on there website but when checking in you dont get what you paid for. I told the property manager they told me to take it up with expedia in which I did however expedia told me to reach out to the property manager. No one is helping they took my money for a product I did not receive.
Order_Number:
Expedia.com Response
• May 31, 2019
May 31, 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 April 2, 2019, Ms., or an authorized user of her account, self-booked a “Pay Later” hotel reservation using Expedia’s website, under itinerary ***. Reservation was with the ***, with a check-in date of April 19, 2019, and a check-out date of April 21, 2019. We understand Ms. is requesting a refund of her hotel reservation, stating her unit did not have kitchen.
Upon receipt of the complaint, Expedia reviewed the issues that were brought to our attention. We can confirm that the type of unit Ms. booked was for the Deluxe Studio (Villa); to which, the unit offered the amenities of a kitchenette with a refrigerator, microwave, dishwasher, and cookware/dishware. Whereas, the Deluxe Villa offered the amenities of a kitchen with a refrigerator, stovetop, microwave, and dishwasher.
Expedia reached out to the *** to advocate on Ms.’s behalf, requesting the approval to issue a refund for the reservation. Regrettably, the hotel denied the refund request as the reservation was utilized for the whole stay and that their system shows no records of the customer contacting them regarding this matter.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
While we regret your experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor your refund request, because the funds are not held by Expedia.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Booked DOD travel on Expedia in order to allocate expenses. The National Guard Bureau asked for an itemized receipt of the car expenses including taxes and fees. I spent weeks trying to acquire a receipt. I was advised on 5/14/2019 that I would have said receipt in 24- 48 hours. On 5/22/2019, I was advised by first line and second line supervisors that Expedia is not able to provide said receipt . Informed that Expedia is not required by law to provide itemized receipts. Expedia is not user friendly for DOD employees or anyone who works for the federal government needing itemized receipts. Unknown what fees are actually being charged to the consumer.
Expedia.com Response
• May 30, 2019
May 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a car reservation. We
understand Ms. is requesting an itemized receipt of her booking.
Our records
indicate that on April 18, 2019, Ms., or an authorized user of her Expedia
account, self-booked a package reservation using Expedia’s website, under
itinerary ***. The package
included the following:
A
roundtrip flight booking with *** Airlines from Phoenix, AZ to Salt Lake
City, UT departing on April 28, 2019, and returning on May 3, 2019.
A
car reservation with *** Car Rental Salt Lake City, UT for a pick up on April
28, 2019 and drop off on May 3, 2019.
The total cost of the car rental portion of the booking is $215.28.
Upon review of
the customer’s concerns, we have verified that the price of the car rental is a
pre-negotiated total rate, and a
breakdown cannot be provided as one is not available. Expedia reached out to
*** and we were advised that due to this reservation being part of a package,
the total price showing in their system is the total cost of the car reservation,
and there is no breakdown of base fare and taxes and fees, like there usually would
be in a stand-alone car reservation
Consumers can
book travel on Expedia’s website at significantly lower costs as a package,
compared to combined costs of individually booked travel components like
flights, hotels, car rentals, shuttle transportations, activities. The
pre-negotiated package rates allow us to offer the bundled savings. The email
confirmation sent to Ms. serves as the itinerary’s receipt and shows the
combined total cost of the reservation.
While we regret
Ms.’s experience was not as we would have hoped, and any subsequent
inconvenience caused, based on the information provided above we cannot
accommodate her request for an itemized receipt.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I purchased 7 nonstop flights in March through Expedia.com for my daughter's 15th birthday from NY to Cancun flying with ***.com. At the end of April *** decided to change the time and flights from nonstop to 1 stop to Mexico City. I called Expedia to reject the change as I refused to accept 1 stop flights and to my surprise they were UNABLE to do ANYTHING for me. They stated I was in the mercy of the airline and that I had to basically FIGHT to get either another flight thru the airline or my refund (not to mention *** no longer has nonstop flights). As per Expedia and *** I should be traveling in their terms. Expedia wiped their hands and put the blame on the airline instead of helping resolve the issue. I've been a loyal customer of Expedia for years and for them to just do nothing is UNEXCEPTABLE to me. Now I'm out of the money (since it takes 2 months to get a refund from ***) but also out of flights. This means that by the time I get my reimbursement the flights will be much more expensive, forcing me to cancel because as a single mom and working class citizen I cannot afford to pay more for airline tickets, which is why I booked way in advance. I am forced to cancel my transportation from the airport to the hotel and back, as well as the penalties incurred for the hotel cancellation. So, there goes my daughter’s 15th Birthday down the drain. She waited so long for this trip and nor Expedia or *** could help resolve the issue. I have spent countless hours trying to talk to Customer Service, Supervisors and Corporate office with no solution. This is a lose lose situation for me, I am Angry and don’t see a way out of this one.
Expedia.com Response
• May 29, 2019
May 29, 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 an airline reservation.
Our records show on March 7, 2019, Ms. booked two flight reservations via itineraries *** and *** by phone with an agent. We understand from Ms.’s complaint, she has been informed a refund is in process since the airline made a schedule change to her flight and she did not accept. Ms. is requesting for the refund from the airline to be expedited and for Expedia to pay the difference for a new flight.
Upon researching the customer’s complaint, we can see that Ms. contacted Expedia on May 26, 2019. Ms. was advised by email to send some financial information directly to the airline so they may proceed with the refund.
As you may know, Expedia is a third party intermediary and must follow the airlines set guidelines. We are unable to provide or expedite a refund directly to the customer. In this case the refund will come directly from the airline.
When a customer books through Expedia whether online or by telephone, they are deemed to have read, understood and accepted the Terms and Conditions and Privacy Policy. I have attached a portion of the Terms of Use which are found on our website. Please see below.
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 have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Ms. encountered in resolving this matter. As you can see Expedia will not cover any additional expense such as a difference in price for a new flight. If Ms. has any additional questions regarding this matter she may contact Expedia. This information will be documented on her Expedia account.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
On May 18, 2019, I booked a flight (no.***, *** Airline) from Boston to Beijing on Expedia and received a confirmation email with Itinerary number #***. The flight departures at 5:10 pm on May 19, 2019. On May 19, I arrived at the airport at 2:10 pm and wanted to check in. However, I was told by the Airline that they could not found me on their system. They finally figured out my booking was on June 19, not May 19. But my confirmation email said clearly it was May 19. So I called Expedia at 2:41 pm and a guy answered and listened to my situation. I waited for 30 mins and he told me that he was sorry that Expedia had some system errors when booking my flight and he would solve my problem as soon as possible. I waited for another 30 mins until he transferred me to his supervisor. It was already 4:00. I was so nervous that I will miss the flight, but then the flight was delayed to 6:30. A lady answered the phone and said she was sorry about the system error and she will solve it. In the next hour, the lady kept saying she was almost done. The airline staff also talked to Expedia and told them the latest check-in time was 5:30. The lady said it was "perfect" and asked me to keep waiting. However, at 5:00, she told me she could not solve the issue any more and transferred me to her manager. The gate was about to close. I was shocked when the next lady who answered the phone told me she can not correct my flight because it was so close to the departure time and the only solution was to fly on the next day. It was so unreasonable! Expedia had plenty of time when I first called them, but then they kept me waiting for 2.5 hours. During the call, they said they were "almost done" with the process, but finally told me they could not solve it. I had an important meeting in Beijing the next day, and I had no time to further consult with Expedia. Finally, I paid $1,370.70 to get a new ticket and run to the gate to get on the flight. The problem remained unsolved.
Expedia.com Response
• May 31, 2019
May 31, 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.
Our records indicate, May 18, 2019, Ms. *** or an authorized user of the Expedia account booked a one way flight from Boston, MA, USA, May 19, 2019, traveling to Beijing, China, via itinerary ***. A confirmation email was emailed on May 18, 2019, it has been opened and reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on May 19, 2019, Ms. called due to date error. Ms. booked the reservation for May 19, 2019 departure and the system changed it to June 19, 2019. Our representative called Tier 3 for assistance with Expedia charge card. The card did not work when or representative try to process the change and had to transfer Ms. to a supervisor. The supervisor took over the call and confirmed the error based on the incorrect date being ticketed. An exchange was made using the Expedia charge card, however the card that was created was for the wrong amount. The add collect was $450.00, and the card had been created for $332.70. Our representative created new card for the correct amount and attempted to get it authorized. However, received a credit card error message. Our representative contacted our ticketing department and they advised that the system would not accept the card because the flight had already departed. Our representative advised Ms. that the flight had departed and asked if she would be okay departing the following day. Ms. was not okay with the date change; our representative called the airline to see if they could issue the ticket on their end. The airline advised they could not and insisted on Ms. depart on the following day. Ms. declined and advised that she was recording the conversation. Our representative advised that the permission to record the call was denied and Ms. stopped recording and asked if we could call back in 10 minutes. On May 30, 2019, Ms. called in asking for a refund. Ms. stated she was advised that she would get a refund since she paid for two sets of tickets, $820.70 and $1370.00. Ms. was advised to book another ticket for $1370.00 and she is asking for the refund for new ticket since it was not her fault. The case was verified and approved by lead, the refund was processed for $1370.70 to the customer card.
After further review on May 31, 2019, Expedia has been able to verify a refund of $1370.70 was processed on May 30, 2019, to card ending *** and should appear on the card within three to ten business days. A $100.00 travel coupon was also applied to Ms. account as compensation for the inconvenience. The coupon is valid for a “pay now hotel’ or a ‘pay now hotel and a flight, its valid for a one time use for anyone who books through Ms. Expedia account.
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
Tell us why here...
Customer Response
• Jun 04, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID.
I find the solution okay, but I haven't received the refund from the business yet. So I hope Revdex.com not to close my case until I receive the refund.
Also, the total time of calling Expedia was about six to seven hours. It thus caused a lot of damages not only to my ears but also to my heart and mind. I also went through a long time of anxiety, sadness, and nerve, which was a huge damage to myself and also made my family worried a lot. I also spent about 20 dollars to make international calls to Expedia. Expedia did not give any compensation to these problems caused by its service. So although I would agree Expedia's resolution (as long as I received the refund), I would urge Expedia and Revdex.com to supervise the business to put much more efforts to improve its service in the future. Thank you.
I haven't had a problem with Expedia in the last six or so years we've used them for our family trips, until this year. Our problem, which was related to not getting an airline ticket refund they their agent assured me that I'd receive, was escalated three times to their highest tier of support (to their Corporate Office). Ironically, it's at the highest levels of Expedia where we found a culture that sorely lacked accountability, empathy and interest in the customer experience.
This nightmare began when *** suddenly canceled our flight to Mexico and offered to book us on another flight the next day. Understanding our interest in leaving on the day we originally planned to leave, Desiree, a representative in Expedia's Corporate Office, recommended that we let her cancel the *** tickets we purchased through expedia.com, and then purchase tickets separately on a different airline. Although there was an added cost to purchasing the tickets last minute, we moved forward with Desiree's suggestion after she confirmed that she successfully processed the *** refund on our behalf and that we should receive reimbursement within 6 weeks.
Fast forward two to three weeks later to when we receive an email from *** stating that our refund would not be issued, given that the tickets were "non-refundable." I called Expedia again to ask for help, highlighting the conversation I had with Desiree, and I was put in touch with Mark in their Customer Support team / Corporate Office. Mark immediately went on the defensive, noting how they have no control over the situation and cannot provide me with any help or compensation. When I referred to Desiree's previous guidance that I'd get a refund from *** and to simply purchase another flight, Mark stated that "You didn't have to take [her advice]" and that she should not have assured me that a refund was coming. Wow. No compensation (or coupon), no apology, no sympathy whatsoever. The agent was combative and defensive, and guaranteed me that "no compensation will be provided for you today."
Of course, I understand that ultimately *** is the entity that charged me for the tickets (and I intend to file a dispute with my credit card company), but this is just shameful customer service from Expedia's top tier of "Support." While they admit their agent mistakenly led me to believe that I'd receive a refund and highlighted no risks, they refuse to provide any assistance in resolving the matter with *** or even offer a "make good" coupon / credit for their bad advice and our subsequent troubles.
This was an extremely disappointing experience and costly lesson that had a negative impact on us financially and required hours and hours of escalations and remaining on hold. It showed just how poorly Expedia responds when things get bad. After many years of being a customer, this is one service we will not be returning to.
Absolutely deplorable service, I have booked for some years with company. Booked trip to Jamaica (never been), went over itinerary with customer service rep b4 trip. When we arrived we were sent 3.5 hours away from hotel to wrong airport. Customer service rep REFUSED to make changes to return flight BECAUSE changes were made with airline due to weather the day we were flying out. They washed their hands w this excuse. All incurred extra costs were at OUR expense. GO TO ANOTHER AGENCY who cares. Cost to customer over$1500
I booked a flight from Belo Horizonte, Brazil to San Jose Del Cabo, Mexico for my 2 aunts with a layover in Dallas, Texas for my 2 aunts. I was advised by Expedia representatives during two different phone calls that they would not need a USA visa because they only had a layover in Dallas, they were only staying there for 3 hours and the airport is considered international property, therefore- a visa would not be required. Both my aunts were not allowed to leave São Paulo because the airport staff stated they need a visa to have a layover in Dallas, I had to purchase another flight ticket from São Paulo to Belo Horizonte, and Expedia did absolutely NOTHING to help me with this. I was on the phone with two different representatives (Omni and Amar) for a total of 6 hours and nothing was resolved. I am an Expedia Gold member and have booked several trips through the company. However, they will not assist you if you have an issue with your booking! I unfortunately will no longer choose Expedia on my next travel plans and recommend that customers book with caution.
Expedia.com Response
• Jun 03, 2019
June 3, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund.
Our records indicate, on December 16, 2019, Ms. *** or an authorized user of the Expedia account booked two round trip flights departing on May 21, 2019 from Belo Horizonte, Brazil to San Jose del Cabo and returning on May 29, 2019 from San Jose del Cabo to Belo Horizonte, Brazil along with a seven night hotel stay at *** San Lucas All Inclusive, Cabo San Lucas; via ***. A confirmation email was emailed on December 16, 2018, it has been opened and reviewed 48 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm from January 21, 2019 through February 4, 2019, Expedia emailed Ms. several schedule change options and she replied with her choices to each. On May 21, 2019, Ms. called in advising the travelers do not have visas. Our representative advised the tickets are considered as use or lose since they are not refundable or changeable. The representative advised the travelers cannot skip the US part of the *** Airline flight. The call ended and our representative contacted *** Airlines and they advised there is no option to go through any other country except the US for this routing. Our representative then emailed Ms. the following: “I am calling back in order to check on the situation you have for San Jose del Cabo trip today. I managed to call *** Airline to check if the passengers can be rerouted from Sao Paulo, Brazil to San Jose del Cabo, Baja without going through the US as it requires a visa even if you are connecting, they answered unfortunately that is not possible as all of the flights for that routing has to connected through USA for all *** airlines tickets.” Later that same day, Ms. called stating she was advised by one of our representatives that a visa was not required when connecting in Dallas. The travelers were denied boarding due to missing travel documents and she wants to change the connection to be anywhere in Mexico. The call was taken over by another representative who had the call pulled from May 7, 2019. In review of the call recording Ms. discusses the departure times and asked what the cost would be for a shuttle. There was no discussion regarding visas.After further review of the reservation Expedia contacted *** Airlines on May 28, 2019. *** Airlines advised they could have waived the change fee if they were presented proper documentation within a week from the original date of travel. *** Airlines advised if the travelers want to use the remaining value of the tickets there would be $300 change fee per ticket plus any fare difference and travel must have the same routing. In order to complete an exchange Ms. would need to contact Expedia Customer Service Department at 800-397-3342.
In addition, Expedia was able to speak with the hotel and they advised a one night penalty ($291.49) would be applicable to the reservation since it was “no showed”. A refund for the remaining amount has been issued as a refund to the card that was originally charged in the amount of $1748.94. The refund shall appear on the original card that was charged in three to ten business days. A refund receipt has also been emailed to the email address on the account.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, airlines, and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which Ms. agreed to at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
Tell us why here...
Customer Response
• Jul 08, 2019
Complaint: ***I am rejecting this response because: The remaining refund amount of $1,967.49 was associated with *** airfare fee’s. As you can *ee from my letter below, I have also been given incorrect information for *** themselves. On May 21, 2019, my two aunts were allowed to travel to *ao Paulo and were advised to check-in again at the *** terminal to obtain flight tickets. Upon arrival in *ao Paulo, the *** check-in *taff refused to provide flight tickets to Dallas because my aunts did not hold a Transit Visa, which is required for anyone having a layover in the United *tates. I contacted Expedia immediately to inquire about this *ince I was advised otherwise by both Expedia and ***. After explaining the *ituation to Amar at Expedia on May 21, he agreed that a Visa would not be required for a layover in the United *tates but he placed me on hold to confirm the information. While on hold, I contacted *** and *poke with *** (May 21, 2019 at 4:32pm). *** advised me that a Visa was not required as the TimeMatrix *ystem *tates “A Visa is required EXCEPT for nationals of Brazil with a normal passport for a maximum *tay of 180 days”. *** also put a note in the *ystem to notify *** representatives in Dallas that my aunts did not *peak English, needed wheelchair assistance and advised them to contact my cellphone number *hould they need any information. While I was *till on hold with the Expedia representative, I also contacted the Dallas airport (DFW) to inquire about Visa requirements and was advised by *** and *** that one would not be required *ince they were not *taying in the United *tates and an airport is considered international territory. While at the airport, my aunts asked the *** check-in representative to *peak with me *o that I can advise her of my findings. After explaining to the representative that I confirmed the information with various agencies, my aunts were *till not allowed to board the airplane heading to Dallas. On May 21, 2019, I *pent a total of 8 hours on the phone with Expedia representatives (Amar and his *upervisor Alex) and was told that the information I was given was incorrect and that a Visa was in fact required for a layover in Dallas. I was required to pay another $373.00 on a flight back to Belo Horizonte and Alex from Expedia used 60 of my Expedia points to book a hotel *tay to accommodate them overnight *ince the flight back did not departure until the next day. date to make the necessary arrangements and was advised again that an Visa would not be required for a layover in the United *tates. On May 21, 2019, my two aunts were allowed to travel to *ao Paulo and were advised to check-in again at the *** terminal to obtain flight tickets. Upon arrival in *ao Paulo, the *** check-in *taff refused to provide flight tickets to Dallas because my aunts did not hold a Transit Visa, which is required for anyone having a layover in the United *tates. I contacted Expedia immediately to inquire about this *ince I was advised otherwise by both Expedia and ***. After explaining the *ituation to Amar at Expedia on May 21, he agreed that a Visa would not be required for a layover in the United *tates but he placed me on hold to confirm the information. While on hold, I contacted *** and *poke with *** (May 21, 2019 at 4:32pm). *** advised me that a Visa was not required as the TimeMatrix *ystem *tates “A Visa is required EXCEPT for nationals of Brazil with a normal passport for a maximum *tay of 180 days”. *** also put a note in the *ystem to notify *** representatives in Dallas that my aunts did not *peak English, needed wheelchair assistance and advised them to contact my cellphone number *hould they need any information. While I was *till on hold with the Expedia representative, I also contacted the Dallas airport (DFW) to inquire about Visa requirements and was advised by *** and *** that one would not be required *ince they were not *taying in the United *tates and an airport is considered international territory. While at the airport, my aunts asked the *** check-in representative to *peak with me *o that I can advise her of my findings. After explaining to the representative that I confirmed the information with various agencies, my aunts were *till not allowed to board the airplane heading to Dallas. On May 21, 2019, I *pent a total of 8 hours on the phone with Expedia representatives (Amar and his *upervisor Alex) and was told that the information I was given was incorrect and that a Visa was in fact required for a layover in Dallas. I was required to pay another $373.00 on a flight back to Belo Horizonte and Alex from Expedia used 60 of my Expedia points to book a hotel *tay to accommodate them overnight *ince the flight back did not departure until the next day. As previously mentioned, I have been a loyal customer of Expedia *ince 2012. I have purchased *everal packages through Expedia and have always advocated for the company thanks to the exceptional customer *ervice experience I have always had. For this reason, guests whom were invited to my *ister’s wedding at Riu Palace on May 25, 2019 were advised to purchase tickets through Expedia. Of the 38 guests who attended, 19 were purchased through Expedia, bringing Expedia a revenue of approximately $21,185.68 (see additional information below). After a complaint filed with Revdex.com, Expedia processed a refund on June 3, 2019 in the amount of $1,748.94. During a recent travel to Costa Rica on July 14, 2017, an alert was displayed on the confirmation email *tating “All passengers traveling to the US must provide valid travel documents and details of their full US destination address for US Immigration. Proof of citizenship is required for international travel. Be *ure to bring all necessary documentation (e.g. passport, visa, transit permit). To learn more, visit our Visa and Passport page.” As you can *ee from the attached itinerary, this information/notice was not displayed alerting customers about visa requirements for layovers in the United *tates. Itinerary NumberTravelersTotal***$3,893.31 ***$2,234.74 ***$3,194.89 ***$1,419.77***$3,040.40 ***$2,132.01 ***$2,250.56 ***$3,020.00 ***$2,796.20 *** TOTAL:$23,981.88 Sincerely, ***. *** Sincerely,***
Sincerely
Expedia.com Response
• Jul 08, 2019
July 3, 2019 Revdex.com Expedia– Alaska, Oregon & Western Washington Complaint Department Re: ExpediaCase #: *** 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 Ms. *. *** (Revdex.com complaint #***) regarding request for a refund on December 16, 2019, Ms. *** or an authorized user of the Expedia account booked two round trip flights departing on May 21, 2019 from Belo Horizonte, Brazil to San Jose del Cabo and returning on May 29, 2019 from San Jose del Cabo to Belo Horizonte, Brazil along with a seven night hotel stay at ***; via ***. A confirmation email was emailed to the customer on December 16, 2018 and the customer viewed it 48 times. Upon researching the customer’s complaint, we can confirm that Ms. previously filed a Revdex.com complaint on regarding the same itinerary. The Revdex.com complaint # was ***. On that complaint Ms. was told the call recording was reviewed and Expedia did not discuss any travel documents with her. The refund that was provided to her was for six of the seven nights booked. The hotel charged one night as penalty since the customer was a no-show. We would like to inform Ms. that no refund will be provided since it was confirmed on a call recording that our agent did not advise on necessary travel documents. Also when booking online, the customers accept the Terms of Use which mention the following. INTERNATIONAL TRAVEL 1. INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations. Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport. 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. Expedia’s goal is to provide an exceptional customer experience. As you may know, Expedia.com acts only as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the airline such as provide a refund for the value of a ticket that was not used. Expedia will not provide a refund of any amount since the ticket is now considered as lost value. We do regret any inconvenience Ms. has encountered in resolving this matter. Based on the information provided above, Expedia considers this matter closed.
I purchased a ticket for a flight on April 9, through Expedia for *** Air Japan to Korea. On April 9th I arrived at the airport and discovered *** Air is operated through *** Airlines. I showed them the original confirmation that had been sent to me through Expedia and was told to wait in line. When I spoke to a representative he was unable to find my ticket using the reservation number. Upon further research It turned out my ticket had never been transferred from *** Air to *** and my ticket was "invalid" I immediately contacted Expedia at the instruction of the *** Air desk, and was told that there was nothing they could do as the flight had not yet left, and the only way to contact *** air was via email. Since they could not rebook me on a flight until 10 hours or the following day, I was instructed to purchase a ticket that would be reimbursed in 24/48 hours. After addressing this issue with Expedia and explaining that I was in fact at the airport trying to use my ticket but was unable to, they informed me that *** Air marked me as late (I was never able to check in) and thus my ticket would not be reimbursed. As they can attest to, my first call to Expedia I stated that I was in the airport and there was an issue with my ticket, my time to check in had not yet elapsed and I was unable to check in at all until my ticket had transferred over, and the rep was unable to do so. While I appreciate that *** air marked me as a No Show, I was in-fact there and willing to use a ticket if it had worked. As I purchased that ticket through Expedia and not *** Air directly it is for them to reimburse me. I have reached out to their team via email and phone multiple times and their deflection of the issue has made it so we are unable to reach a resolution, as the only resolution I see as being adequate is the refund of the original tickets I purchased that did not work.
Expedia.com Response
• May 31, 2019
May 31, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) regarding a flight reservation. We understand Ms. is requesting a
refund of $283.72 associated with the itinerary ***.
Our records
indicate that on January 22, 2019, Ms., or an authorized user of her
Expedia account, self-booked a package reservation using Expedia’s website
under itinerary *** with the following details:
Travel
on the outbound is departing from Los Angeles, CA, USA to Tokyo, Japan on March
29, 2019 at 11:45 am with a connecting flight in Hong Kong, SAR China
Travel
on the inbound is departing from Tokyo, Japan to Los Angeles, CA, USA on April
14, 2019 with a connecting flight in Hong Kong, SAR, China
The
cost for the flight is $1,332.42
Travel
Flight Protection plan was purchased for $86.00
The
total cost is $1,418.42
The
itinerary was used and completed
Upon review of
the customer’s complaint, we can confirm that on February 19, 2019, Ms.
called Expedia requesting to be assisted to book a one-way flight reservation
for two passengers under the itinerary *** with the following
details:
Travel
is with *** Airlines departing from Seoul, South Korea to Tokyo, Japan on
April 15, 2019 at 8:30 am.
There
is no travel protection purchased for this itinerary
The
total cost is $283.72
On the same
day, the customer called, requesting to
void the itinerary and book a different flight that is leaving on April 14,
2019. The itinerary *** was voided within 24 hours after booking and
Ms. was assisted by our agent to book a one-way flight for two
passengers under the itinerary *** with the following details:
Travel
is with *** Airlines departing from Seoul, South Korea to Tokyo, Japan on
April 14, 2019 at 8:30 am.
No
Travel Protection Plan was purchased
Total
cost is $301.72
Travel
is completed
Furthermore,
the customer self-booked a two combined one-way published fare flight
reservation on February 19, 2019 under itinerary *** with the
following details:
Travel
on the outbound is with *** Airlines departing from Tokyo, Japan to Seoul,
South Korea on April 9, 2019 at 11:50 am.
No
Travel Protection Plan was purchased
Total
cost is $264.02
Travel
on the inbound is with the same airlines departing from Seoul, South Korea to
Tokyo, Japan on April 14, 2019 at 8:30 am.
Total cost is $301.72
There
was no Flight Protection Plan purchased on this itinerary
Total
Flight cost is $569.28
The customer
called on February 20, 2019 to void the inbound flight and the request was
processed.
Furthermore, the
customer called on April 9, 2019, using the itinerary ***, informing
Expedia that they are at the airport to check in and the airline advised that
tickets are invalid. Our agent advised
our customer to purchase a new ticket and save the receipt. Expedia immediately
reached out to the airline to request a
refund; we received the response from the airline on May 9, 2019 advising
Expedia that the customer was tagged as a no show and unfortunately, a refund
request was denied as they follow the normal policy of the ticket.
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. *** Airlines is the operating carrier and 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.
Additionally,
the travel protection was only purchased by Ms. under itinerary
***. The travel flight
protection only serves one itinerary per booking, based on the information
above, the customer did not purchase the protection plan for itineraries
***, *** and ***.
In respect to
Ms.’s claim that Expedia promised her a refund if the airlines denied
the request. We are processing a refund
of $264.02 on the itinerary *** that the customer tried to use on
April 9, 2019.
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 06, 2019
Complaint: ***
I am rejecting this response because:
Cindy stated that on April 9th Expedia was processing of a refund of $264.02 to me for that flight. The attached email will show that as late as May 29th I was still being told that a refund was not possible. I was not able to use any refund on April 9th as I purchased a ticked on my own solely because Expedia was unable to do so. Furthermore, on May 31st days after I contacted Revdex.com Expedia finally extended to me the refund that was promised, indicating that they were aware that none had been processed. This receipt has also been attached. Additionally While I appreciate that no travel protection was added to the adjusted ticket with the return flight of South Korea to Japan, the ticket in question was in-fact Japan to South Korea, which should not have been changed at any point during the trip, as Cindy herself indicated on the breakdown of travel updates in her previous email.
While this situation was eventually been corrected, it took over a month with several phone calls and emails that led to nothing, and the contacting of the Revdex.com to rectify the situation.
Thank you both for allowing me to address the previous email, and for helping me to rectify the situation.
We called to request a cancellation for both flight and hotel and were promised a full refund for the cost of the trip. I’ve spent three days on the phone to resolve this matter and it was not resolved as promised. So many customer service reps that have not had the proper training - because of this and broken English the resolution is never communicated properly leaving much grey area. Days and many hours later, spoke with someone named Corey who spoke English and gave me legal contact information.
June 6, 2019
Revdex.com
E.com - ***, 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 April 30, 2019, Ms., or an authorized user of her account, self-booked a package reservation using Expedia’s website, under itinerary ***. Travel is with *** Airlines and *** Airlines, departing on August 5, 2019, returning on August 10, 2019, San Diego, CA to Kahului, HI. The hotel reservation is for the ***, with a check-in date of August 5, 2019 and a check-out date of August 10, 2019. A travel protection plan was purchased with the itinerary. We understand that Ms. is requesting a refund of her flight and hotel reservation, stating that an Expedia agent promised a full refund for her cancelled reservation.
Upon receipt of the complaint, we can confirm that Ms.’s concern has been resolved. On May 27, 2019, Ms. was issued a refund of $2,534.70 for the hotel reservation. On May 28, 2019, Ms. was issued a refund of $1,616.40 for the flight reservation.
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 am not being credited my points from my expenditures on Expedia's *** credit card.
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 her Expedia Rewards points.
Our records indicate that on November 30, 2018, Ms., or an authorized user of her Expedia account, self-booked a nonrefundable one-way flight reservation using her Expedia’s loyalty rewards points, under itinerary ***. The booking was with *** Airlines from Houston, TX to St. Louis, MO, departing on December 24, 2018. While Ms. did not specify her request in her complaint, based on the case notes available in our system, we understand she is requesting the points used to book this reservation be credited back to her Expedia Rewards account due to her flight cancellation.
We contacted *** Airlines who advised that Ms. cancelled her flight on December 24, 2018, and prior to cancelling she was told that her reservation was for a nonrefundable, non-changeable, Basic Economy ticket. At the time of booking Ms. accepted the airline’s terms, stating the ticket cannot be changed and a refund will not be issued in case of a cancelation. Additionally, Ms. accepted Expedia’s Terms of Use, which expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Ms.’s experience was not as we would have hoped, based on the information provided above we are unable to honor her 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,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because: My complaint has nothing to do with a cancelled flight. I filed a complaint because I have not received my 5252 points from my April purchases on my *** Expedia Rewards *** card and the credit card company says this is an issue with Expedia.com. Credits are supposed to be received on the 9th of every month and the last credit I got was on 4/9/2019. Furthermore, I should be getting points for my May purchases on 6/9/2019.
Sincerely
June 14, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the consumer rebuttal from Ms. *** (Revdex.com case number ***). We regret to hear Ms. did not accept our response or resolution offered.
While Ms. did not specify itinerary numbers associated with her request in the Revdex.com complaint, based on the information available in our system, we show the latest reservation booked in her Expedia account was made on November 30, 2018. Customers earn points on their Expedia Rewards account if they are logged in when making their booking. This also means they will need to be logged in the same account to spend the points, when they are ready to do so.
At this time, we are requesting for additional information regarding Ms.’s reservations as she mentions a booking for May which we have been unable to locate. We ask that she provides all related itineraries and additional email addresses used as this information will help us address each itinerary accordingly.
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,
Dez M
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and although they continue to talk about a flight cancellation which my complaint had nothing to do with, they finally credited my points to my account after much badgering.
Sincerely
I booked a hotel through Expedia only to witness drug activity inside the hotel. I reported it to the hotel management and they did nothing. My wife and I felt unsafe and left. We tried to get a refund from the hotel and they told us we would have to go through Expedia.com because we booked the hotel through them. Expedia.com took two-weeks to finally get back to me and tell me the hotel will not refund my money and that was that. I have now found out that the hotel is a known Trap hotel where drugs are bought and sold. I feel Expedia needs to refund my money and drop that hotel from their website.
June 3, 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.
Our records indicate, April 7, 2019, Mr. or an authorized user of the account booked a five-night hotel reservation at *** Hollywood Downtown, checking in on May 5, 2019 and checking out on May 10, 2019 via itinerary ***. A confirmation email was emailed on April 7, 2019, it has not been opened. From May 12, 2019 through June 3, 2019, numerous emails communications between Mr. and Expedia. Mr. complained about the property and Expedia advised we had to communicate with the property, the property would advise/authorize a possible refund. On May 26, 2019, Mr. called in to do a follow up on his refund.
After further review on June 3, 2019, Expedia received authorization from the hotel approving Expedia to issue a refund for $471.48, which was less one night penalty. The refund was issue to card ending *** and should appear on the card thin three to ten business days. A refund receipt has also been emailed to the email address on the account, for Mr. record.
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
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've used Expedia for I dont k ow how many years. I'm a gold member I have their credit card and really never had a problem until my last trip to *** Fl. I bought tickets to the parks. They were a 4day park to park tickets. But the real reason I went through them was because on their page it said 4 day pass PLUS 2 FREE DAYS! I was going for 6 days so I figured I was getting 6 days. The 4 days cost about the same as if I went through the park so I bought them. When I got to *** the said I only had a 4 day pass. They said that Expedia miss represented themselfs so I asked the hotel I was at and they said the same thing. I believe I was duped into buying these tickets and didnt get what was on the invoice. Not happy
This is the worst travel comapny known to man. They in conjunction with an Airline changed all of my flights to have extremely unreasonable layovers causing an insane inconvenience. Customer service was rude and all of my money was taken and never returned. What theybare doing on a daily basis to tons of customers should/is illegal. Just look at their ***. Thousands of dissatisfied customers. Never again will I use them.
Me and my wife booked a round trip with Expedia from Seattle to Las Vegas (5.17.2019 -5.20.2019). For the inbound flight, we missed the flight due to personal reason, so on that day I booked another late flight from Seattle to Las Vegas. However, on 5.20.2019 when we were coming back to Seattle, when we arrived at the airport we are informed by *** airline that our outbound flight was also cancelled due to "not taking the inbound" flight. In addition, the flight tickets are void (no value) so the only way for us to leave Vegas is to book another flight which was impossible due to no other flights available. My wife and I had to book a hotel and the next day flight to Seattle.
During this incident:
1.Expedia refused to offer any help due to "it should not be handled by *** not us"
2.Expedia claimed it is a "general rule" if you don't take the inbound your outbound is cancelled. But when I asked is there any place you guys showing this information during my booking experiences, they said "sorry no but we will collect this feedback and improve our service"
3.Either Expedia or *** sent me any information about the cancellation of the outbound flight, if I knew this I would book flights early than arriving at the airport with no flight to take.
I have been a loyal customer to Expedia for many years. For the past 5 years I have spent more than 40k with Expedia and never had an issue or complaining about anything. Thix is the very first issue I have with them but their customer service is not willing to offer any help.
I have attached two customer support calls recordings. I hope they can help.
June 3, 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.
Our records indicate, on March 26, 2019, Mr. or an authorized user of the Expedia account booked two round trip flights departing on May 17, 2019 from Seattle, WA to Las Vegas, NV and returning on May 20, 2019 from Las Vegas, NV to Seattle, WA, along with a three night hotel stay ***, Las Vegas; via ***. A confirmation email was emailed on March 25,2019, it has been opened and reviewed once on March 26, 2019.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on March 20, 2019, Mr. called in asking for the *** Airlines confirmation code. *** tagged customer as a no show ad our representative referred Mr. to *** Airlines. Mr. was upset and refused to contact *** Airlines. As a one-time courtesy our representative called *** Airlines and consulted with their representative. *** Airlines representative advised the passenger was tagged as a no show and as per their terms and conditions the whole reservation had been automatically cancelled. *** Airlines could not reinstate the tickets and the whole reservation is forfeited and has no value, only option is to book a new reservation. Mr. was upset and mentioned he will file a case and disconnected the call. On May 23, 2019, Mr. called in complaining he does not have a return flight. Our representative reviewed the record and Mr. was tagged no show on the outbound flight by *** Airlines. Mr. says he'll file case with Revdex.com. On March 24, 2019, Mr. called in complaining that Expedia never advertised that if he missed the departure flight that the return ticket would be automatically cancelled; the call disconnected. Mr. was called back due to the disconnected call earlier. Mr. wanted to get refund on the return flight but *** Airline marked them as a “no show” on the outbound flight on May 17, 2019. Mr. blames Expedia stating that he was not told that if he did not take the outbound flight the return automatically cancels. Our representative advised Mr. of the general rule for all airlines and reiterated the policy.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 RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***
I am rejecting this response because:
So basically Expedia is saying because of the following statement, they are free from any responsibilities:
SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
What this says is basically not address any of my complains about "No notification or information about my auto-cancelled outbound flight from Expedia". As the travel agent, it is clearly Expedia's responsibilities to inform their customers. Expedia's Mobile App shows my outbound tickets all the time until 2 hours before the departure (I only received a *** Flight cancel email on 5.20.2019 indicating my 5.17.2019 flight is cancelled which was sent after I asked Expedia to contact *** flight to figure out what happened to my outbound flight). So during my visit in Las Vegas, I was not aware of a cancelled flight at all. If the App or any other Expedia contact could tell the correct information early, I will be able to handle the situation instead of having no flights (On May.20.2019 afternoon, there wasn't a single flight available for me to purchase on the spot to flight back to Seattle. I have to booked a very expensive flight on May.21.2019 to go back to Seattle plus I had to book a hotel for that unexpected one night).
I have been a loyal customer of Expedia for over 5 years (and probably never) and every year I reached their Gold member bucket every year(spent more than $10,000 a year). This is the very first time I had a issue with Expedia and their response is very disappointing (I have attached a screenshot showing my records with Expedia). I can not believe how reluctant for them to help and how badly they treat their customer (During my called to Expedia, the calls got disconnected and they didn't try to call me back so I have to call again ending up with some new customer agent to repeat my complains for THREE times).
This complain is not about the Money. The only thing I asked Expedia for is a refund for my outbound flight which is only about $350 bucks. The money I spent on purchasing a new flight plus hotel is about $1500 and the time I have spent on dealing with Expedia worth much more than this. This is about how a company should respect their customer instead of some very broad and vague statement saying "You should read from their website" to free Expedia from any responsibilities.
Sincerely
June 5, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We regret to hear Mr. did not accept our response.We are again responding to Mr. complaint regarding *** airline cancelling his return flight since the outbound flight was missed and *** marked as a “no show”.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. Expedia was able to review the *** Airline fare rules for the itinerary that was booked. The fare rules state, “cancellation any time, ticket is non-refundable. Waived for death of passenger. Note - waiver also applies to traveling companion a service charge of $110.00 will be assessed in order to process refund. Cancellations must be made 24 hours prior to original departure or ticket becomes unchangeable and entire value of ticket is lost.” In addition, Expedia was able to review *** Airlines contract of carriage on their website. It states as follows: The guest fails to travel on any flight segment of a booked itinerary and fails to modify/cancel their reservation prior to the time limit outlined in section 3.3. In such instances, all subsequent flight segments on the itinerary will be cancelled. 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 RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
In April 2019, I booked 19 itineraries for hotels and thing to do. I paid off 100% for all of the itineraries by my DEBIT card. All of 19 purchases went though my banking account last month.
On May 20, 2019 between time 10:39 AM.-10:55 AM., Expedia by Oliver S, Transaction Processing Expedia, Inc. sent 19 emails to me. Here is the sample one of email that I received:
From: [email protected]
Sent: Monday, May 20, 2019 10:38 AM
To: ***
Subject: URGENT! Your Expedia.com Purchase: ***
Dear Expedia.com Customer,
Your Expedia.com® Purchase: *** has been cancelled due to one or more of the following reasons:
• We were unable to authenticate the credit card.
• We were unable to authenticate the card holder.
• The purchase was declined by the credit card company.
• Account History.
Please reply to this e-mail if you think there may be a mistake. We are happy to work with you to rectify any discrepancy. Since we have been unable to contact you via the telephone numbers listed in your account, please reply to this e-mail with the telephone number we can reach you at and the best time to call. An Expedia® Transaction Processing Representative will contact you at the time you specify.
Please do not call Expedia Customer Service for assistance with this matter. They will instruct you to e-mail [email protected].
Sincerely,
Oliver S
Transaction Processing
Expedia, Inc.
E-mail: [email protected]
All of emails said the same reason of the cancelling all of my 19 itineraries are my credit card problem. Then the next 4-5 hours I checked at my banking, I saw 19 refund transfer pending. I called and sent many emails to the [email protected] to stop cancel this cancelling and refund process but NO ONE reply my email and NO ONE can do anythings. They said my Expedia account is lock. The process department is doing the investigation and did not know when it will done.
May 29, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mrs. *** (Revdex.com case number ***) regarding her cancelled reservations.
After communicating with Expedia’s Transaction Processing department, we can confirm that as of May 21, 2019, Mrs. has been advised that we are no longer able to process future reservations for her.
Per Expedia’s Terms of Use:
We retain the right at our sole discretion to deny access to anyone to this Website and the services we offer, at any time and for any reason, including, but not limited to, for violation of these Terms of Use.
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,
Lidiya N
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
I NEVER request to cancel my bookings!!
I NEVER advised Expedia to NOT process my reservations. Opposite, I told Expedia to STOP/CANCEL the canceling all my bookings and refunds process the 1st. day that I got canceled email (see sent emails screen shot attached). So “After communicating with Expedia’s Transaction Processing department, we can confirm that as of May 21, 2019, Mrs. has been advised that we are no longer able to process future reservations for her” is NOT TURE!
Here is my request:
1. I want Expedia to make reservation all of hotels and thing to do to be the same as before Expedia cancel them: Dated of booking, price, coupon that used (See bookings report attached).
2. It has been almost TWO MONTHS since I booked so 2 hotels it sold out. the first one is *** by ***, they do not have 4 rooms and 5 beds anymore, so Expedia have to find the new condominium that match 4 rooms and 5 beds at the same location and pay the extra price for me. The other hotel is ***, Expedia have to cover all my lost: price will be different if I have to book direct from the hotel.
3. Make sure that I will get my coupons back or get credit/refund back to my bank checking account the same value of my coupons that I used.
4. Below are my itineraries that Expedia canceled: *** (See bookings report attached)
Sincerely
This has been a nightmare for me. On or about May 22, I was on the phone with Expedia for almost three hours. I was on the phone earlier in the day for over an hour.
I bought a vacation package to Rome with the one-time "free" cancellation waiver offered to me in a purchased Travel Protection Package. On or about April 29, I purchased a Travel Protection Package for my trip to Rome as well. On or about May 21, I decided to use my one time "free cancellation" voucher per Expedia's policy. I decided I wanted to cancel and the employee told me he would cancel it and that all I would need to do is find an airfare of less or equal value to my original airfare on the same airline. They also said I would have to pay a $300.00 change fee but the insurance would cover it.
On or about May 22, I found an airfare for Amsterdam in March on Expedia's website. It took the Expedia agents over an hour to try and help me book the airfare. When I called back, several agents hung up on me. When I finally was able to get a quote for the Amsterdam ticket it was a thousand dollars higher than what I saw on the website. I also asked for a Berlin ticket and that airfare was significantly higher. While I the protection package and fare rules spell out that I will need to be reimbursed for a $300.00 change fee and any fare difference, it does not say (a). I am not eligible to see the cost of flights or get a quote without waiting for hours with Expedia and that the flights I'm seeing I'm not eligible for because this is a rebooking not an original ticket and (b). Reconcile that *** cancelled my ticket due to inconsistent policies between the Travel Protection Package and *** Airlines. So every ticket was hundreds if not thousands of dollars more expensive. What is the point of insurance if the airline then locks you out of those cheaper tickets? I asked to finally speak to corporate supervisor and I was on the phone for almost three hours. The woman I spoke to was unhelpful and dismissive
May 31, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a flight credit. We understand *** is requesting a refund.
Our records indicate on April 29, 2019, ***, or a person authorized for the account, self-booked a package including flights with *** Airlines traveling from Chicago, IL, USA to Rome, Italy, departing on August 5, 2019, returning on August 1, 2019, four nights with the *** checking in on August 6, 2019 and a travel protection Package Protection Plan with Travel Guard via itinerary ***.
At the time of booking, the terms and conditions were provided and accepted. They are available for viewing via the online itinerary and email confirmation. They included:
Flights:
Tickets are nonrefundable, nontransferable and name changes are not allowed.
Package protection:
Cancellation Fee Waiver
Change or Cancel for Any Reason: The Vacation Waiver helps protect you against life’s unexpected occurrences. Your group is allowed to change or cancel your trip for any reason one (1) time prior to the scheduled start timeof your trip without being charged any change or cancellation fees. If canceling, any monies paid will be returned to the customer who booked the travel except the cost of published airfare, which may be made available as a credit for future travel.
For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and you will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip.
On May 21, 2019 the customer canceled the hotel and flight. A refund was provided for the hotel under the package protection plan. The flight was available for credit with the airline for future travel, with restrictions and with a validity period.
On May 22, 2019 the customer inquired on rebooking for future flights. Availability and pricing were provided for the *** Airlines flights requested and the customer elected not to complete the exchange.
Flight availability and pricing comes from the airline and Expedia is unable to set or override it. Pricing changes without notice and is not guaranteed until flights are ticketed and confirmed. We hope you understand that many things can affect airline pricing besides availability, including travel season and destination, and that the prices provided by the travel supplier are not within our control.
We apologize for any inconvenience experienced when calling our customer service department to inquire on making an exchange. However, based on the fare rules the flight purchased is nonrefundable. As the terms and conditions were provided and accepted, we will not be able to provide compensation for the tickets or any fare difference due.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
Expedia is not telling you the truth about what happened. They simply say prices on airfares change, but they are not mentioning how once you choose the one time 'free' cancellation that you no longer are eligible for airfares on their website that are published and have to wait several hours for them to tell you to pay hundreds to a thousands of dollars more for a hidden fare. It is a blatant bait and switch scam the company does. The credit I have with *** is useless thus rendering their one time free cancellation product they sell a scam.
I would not have accepted the terms of sale nor canceled the vacation if I knew the consequence would be paying Expedia hundreds to thousands of dollars. Expedia continues to further this scam on customers and it is unconscionable that they continue to do this.
Sincerely
June 3, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the consumer complaint from *** (Revdex.com case number ***).
As previously advised, flight availability and pricing comes from the airline and Expedia is unable to set or override it.
The package protection plan provides coverage and has no effect on the pricing provided by the airline.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
Ms. H's reply is non responsive and dismissive. She keeps trying to place blame on the airline but never answers the essential question: Why does Expedia not specify in their terms that when you submit for a 'free cancelation' that you are no longer eligible for airfares published on their website? If the airline is selling non refundable tickets then Expedia needs to be explicit in their terms and not do the bait and switch like they did to me. It is not fair. I would not have canceled if I knew the airfare I found with the same airline on a later date I was not eligible for. Expedia also does not address why I have to be transferred and put on hold for several hours only to be told the airfare I see on the website is not available to me.
Finally, Ms. H does not recognize my customer status with Expedia. I have spent thousands of dollars with the company over fiffee years or so. I will no longer purchase anything from Expedia if they do not help me. So instead of refunding me $900 she is willing to sacrafice thousands of future revenue for the company by being curt and stubborn in her reply. Pretty disappointing.
I will not budge on this. If it is not revolved in my favor, I will never book with Expedia again.
Sincerely
I rented a car through Expedia from Economy Car rental. I paid for vehicle and insurance online. When I arrived at Economy they did not have a vehicle. I rented from another vendor in area. They are refusing to refund my insurance on the vehicle they did not provide. Below is the information regarding this refund.
Re: Requested Email: Travel Insurance - Itin: *** - Case ID : [REQ:***]
May 31, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservation.
Our records indicate that on May 10, 2019, Mr., or an authorized user of his account, self-booked a “Pay Later” car rental reservation using Expedia’s website, under itinerary ***. Reservation was for ***, with a pick-up date of May 10, 2019, and drop-off date of May 11, 2019. A travel protection plan was purchased with the itinerary. We understand Mr. is requesting a refund of $22.00 for the purchase travel protection plan, stating he was unable to utilize the reservation as the car rental did not have any vehicles available.
We regret Mr.’s Experience with *** was not as we would have hoped, and any subsequent inconvenience caused. Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. We encourage our customers to contact us immediately which enable us to attempt to find a resolution at that time.
Because we value Mr. as a customer and regret his experience, Expedia is happy to honor his refund request. A refund in the amount of $22.00 was processed today, May 31, 2019, back to the original form of payment used to book the reservation. The time it takes to receive the said refund will depend on Mr.’s credit card company or banking institution. Typically, within 3 – 5 business days.
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 had tried booking my tickets Couple of months back for a trip that I was planning with my family. I made an itinerary for four people for myself my mom and my two kids and then two separate itineraries For my aunt and my sister as their return date was different than ours. While booking the other ticket for my sister the system was having a lot of glitch but some how I was able to purchase her tickets. Few days back whej I went back to pull up the tuckets I notuced that there were twotickets under my name and my sister’s tickets were missing. I called expedia they said The passengers name is “xyz” which was actually my name I was lile no it was supposed to be under “abc” name and they didnt see that name anywhere. So basically bcuz of that glitch expedia’s website put my name and deleted the actual pessanger’s name from the ticket. Upon investigating the session they verified that I went back twice to correct the name and I did put the correct name of the passenger but somehow it still took the name from the expedia account holder’s name which was my name. It was rediculous!!!! So even after verifying that I did write the correct passenger’s name expedia did not take the responsibility of the error and did not agree to issue a refund or even helped me with changing the name on the itinerary... instead they ate all my money and just offered me a 50% refund and I had to pay $692 which was half price of the ticket and on top of that I had to purchase another ticket that had gone up to $2092 :( because of expedia’s system error. Expedia was very inconsiderate and was deliberately making me responsible for it even after investigating the session and knowing that the passenger’s correct name was typed on the itinerary.
May 31, 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 reservation refund request.
On March 25, 2019, Ms. self-booked three airline reservations on our site. We understand from Ms.’s complaint, she mentioned that due to a site error two itineraries included the same passenger’s name. Ms. also mentioned she purchased a new ticket and is requesting the refund for the original ticket and also the difference for what she paid for a new ticket which is total of approximately $1403.00 from her claim.
Upon researching the customer’s complaint, we can confirm that on May 21, 2019, Ms *** contacted Expedia by phone. I have listened to the full call recording. Ms. was advised by a corporate office agent that it was determined that no site error had occurred. Ms. was told there were notes offering her a refund for one ticket in the amount of $692.07 which Ms. had previously declined. The Expedia corporate agent again offered the same refund $692.07 and Ms. accepted. After accepting the refund Ms. mentioned she had already booked a new itinerary for a cost of $2092.93 on her own since she did not want to lose the price. Ms. asked for more compensation in the form of a coupon which she could use for a hotel. The Expedia corporate agent told Ms. the refund was only provided as a courtesy and no further coupon or refund would be provided. Ms. moved on to ask about making a change to her itineraries before her call disconnected. On multiple calls Ms.’s phone disconnected from calls with Expedia. When we attempted to reach her back we were unsuccessful.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. encountered in resolving this matter. As the issue was verified and no site error was found, Expedia will not refund any amount.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
Expedia has ruined many of my vacations. They website offers a lot of information volunteered from the hotels all over the world without guarantee or vetted the description. They also don't moderate the comments of these horrible no way should be 4 stars hotel. I have copies of other guest complaint about the particular resort, ***. The complaints ranges from lack of staffs, leaky pipes, dirty pool, to children in adult alcohol consumption areas. Expedia refuses refund after 30 minutes of booking citing they need to crawl on their knees until 9 AM the next day to beg for mercy from some 3rd world's country hotel manger, yet their charges said Expedia and pending. I would like the Revdex.com to step up and reign in this out of control content publisher, whom claimed no third party liability and have zero business ethics or guts to protect their customer. I even went as far as breaking down the cheating All inclusive so call 4 stars resorts claim that they have 5 restaurant 2 which required reservation, and reservation cannot be made because they like to play games: oh you need to check in with a room number, and when I check in, it is often full, or I am too late to meet the cut off for the day. Expedia chose to do nothing about it rather than wasting my time with transferring me around and told I need to wait 48 hours for their useless begging customer service department to ask for mercy from the hotels. It's like us american waiting for ford to ask if the parts maker, of an defective auto, to see if they willing to fix the defects or not. What sense does this make? I am dealing with a bully and an ignorant profiting pig = Expedia. As a veteran, I believe this sort of business is against our american's way of life. Greedy Expedia.
May 30, 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 changing her ticket from a basic economy ticket to an economy ticket.
Our records indicate, on May 21, 2019, Mr. or an authorized user of the Expedia account booked three one-way tickets departing July 23, 2019 from Bangor, ME to Dallas, TX; via Itinerary number ***. A confirmation email was emailed to the email address on the Expedia account on May 21, 2019, it has not been opened or reviewed.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 23, 2019 Mr. requested to have a note put on the reservation advising that he wants to have a dinner reservation for the ***. Our representative added the special instruction to the reservation and called the hotel, they advised in order to secure the reservation the customer needed to contact the hotel concierge directly the following morning at 9am. Our representative advised Mr. and he did not like the information that was being advised to him and decided to cancel the reservation. Mr. asked for a manager. A manager took over the call and Mr. wanted assurance that he will be able to eat at the *** Restaurant on his date of arrival. Our representative checked the hotel information and a reservation is required to get inside the restaurant. Mr. got upset because he claimed it was a hassle for him so he decided to cancel. Our representative advised we needed to contact the hotel tomorrow morning so we can ask for refund. Mr. became irate and he claimed that Expedia is holding the money and stealing from him. Mr. advised he will hire a lawyer to punish Expedia. Mr. wanted a guarantee of a cancellation without penalty and was advised we could not assure that since we have not spoken with a manager. Mr. insisted he was concerned about his security and that the hotel had too many excuses when the quality was not equal to the amount he paid. Our representative applied a $200 travel voucher to his Expedia account based on the inconveniences. The voucher is valid for anyone who books a “pay now hotel” or a “pay now hotel and flight” reservation while being logged into Mr.’s account. The voucher is valid for a one-time use and good until June 30, 2020.
After further review, Expedia was able to verify on May 30, 2019, since the reservation was cancelled and the penalty at the time it was reserved stated, “Cancellations or changes made after 6:00 PM local hotel time, Tuesday, May 21, 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.” On May 24, 2019 a refund of $200.53 has been issued to card ending *** and should appear back on the card three to seven business days after it was processed.
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.
Terms of Use – Supplier Rules and RestrictionsAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Expedia is not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
We booked a room at the ***-***, in Gainesville, Virginia through Expedia, then when we found out about the train that passes by randomly and the noise, we decided to cancel. We were told about this after we checked in and that is when we decided to leave.Tried to get a refund through Expedia but they never came through. This was 3 months ago and we have been trying to deal with Expedia, Credit card company and the *** customer service and have been unsuccessful. The room was $179.66 that we paid and never stayed there. We were not aware of the issue when we booked the room.
May 31, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on February 19, 2019, ***, or a person authorized for the account, booked a one night reservation with the *** by ***, in Gainesville, VA, checking in on February 20, 2019.
A refund of the reservation was provided on May 31, 2019. The refund timeframe varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because: I still have not received the refund and it has been 4 and a half months since the incident. Unacceptable.
Sincerely
July 10, 2019 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case *** Dear Revdex.com, Thank you for contacting Expedia regarding the complaint from our customer. We are responding to the Revdex.com regarding the consumer complaint from *** (Revdex.com case number ***). As previously advised, a refund of $179.66 was provided to the customer’s original form of payment used to purchase the reservation. If the customer has not received the refund, they may contact the credit card company providing the refund to verify the refund timing or discuss other possibilities. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Denise H Corporate Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I booked a room on expedia.com for a delux villa the website said it includes a kitchen even shows this on the website however when I got to the property and checked in none of the things that was shown on the website was in the room no kitchen nor did the room even come close to reflecting the pictures of how nice the rooms are instead everything in my room was low budget and looked nothing like the picture I would have never booked the room if I knew I would be getting what I got. they are tricking people by putting pictures on there website but when checking in you dont get what you paid for. I told the property manager they told me to take it up with expedia in which I did however expedia told me to reach out to the property manager. No one is helping they took my money for a product I did not receive.
Order_Number:
May 31, 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 April 2, 2019, Ms., or an authorized user of her account, self-booked a “Pay Later” hotel reservation using Expedia’s website, under itinerary ***. Reservation was with the ***, with a check-in date of April 19, 2019, and a check-out date of April 21, 2019. We understand Ms. is requesting a refund of her hotel reservation, stating her unit did not have kitchen.
Upon receipt of the complaint, Expedia reviewed the issues that were brought to our attention. We can confirm that the type of unit Ms. booked was for the Deluxe Studio (Villa); to which, the unit offered the amenities of a kitchenette with a refrigerator, microwave, dishwasher, and cookware/dishware. Whereas, the Deluxe Villa offered the amenities of a kitchen with a refrigerator, stovetop, microwave, and dishwasher.
Expedia reached out to the *** to advocate on Ms.’s behalf, requesting the approval to issue a refund for the reservation. Regrettably, the hotel denied the refund request as the reservation was utilized for the whole stay and that their system shows no records of the customer contacting them regarding this matter.
Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.
While we regret your experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor your refund request, because the funds are not held by Expedia.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Booked DOD travel on Expedia in order to allocate expenses. The National Guard Bureau asked for an itemized receipt of the car expenses including taxes and fees. I spent weeks trying to acquire a receipt. I was advised on 5/14/2019 that I would have said receipt in 24- 48 hours. On 5/22/2019, I was advised by first line and second line supervisors that Expedia is not able to provide said receipt . Informed that Expedia is not required by law to provide itemized receipts. Expedia is not user friendly for DOD employees or anyone who works for the federal government needing itemized receipts. Unknown what fees are actually being charged to the consumer.
May 30, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a car reservation. We
understand Ms. is requesting an itemized receipt of her booking.
Our records
indicate that on April 18, 2019, Ms., or an authorized user of her Expedia
account, self-booked a package reservation using Expedia’s website, under
itinerary ***. The package
included the following:
A
roundtrip flight booking with *** Airlines from Phoenix, AZ to Salt Lake
City, UT departing on April 28, 2019, and returning on May 3, 2019.
A
car reservation with *** Car Rental Salt Lake City, UT for a pick up on April
28, 2019 and drop off on May 3, 2019.
The total cost of the car rental portion of the booking is $215.28.
Upon review of
the customer’s concerns, we have verified that the price of the car rental is a
pre-negotiated total rate, and a
breakdown cannot be provided as one is not available. Expedia reached out to
*** and we were advised that due to this reservation being part of a package,
the total price showing in their system is the total cost of the car reservation,
and there is no breakdown of base fare and taxes and fees, like there usually would
be in a stand-alone car reservation
Consumers can
book travel on Expedia’s website at significantly lower costs as a package,
compared to combined costs of individually booked travel components like
flights, hotels, car rentals, shuttle transportations, activities. The
pre-negotiated package rates allow us to offer the bundled savings. The email
confirmation sent to Ms. serves as the itinerary’s receipt and shows the
combined total cost of the reservation.
While we regret
Ms.’s experience was not as we would have hoped, and any subsequent
inconvenience caused, based on the information provided above we cannot
accommodate her request for an itemized receipt.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence
Team
I purchased 7 nonstop flights in March through Expedia.com for my daughter's 15th birthday from NY to Cancun flying with ***.com. At the end of April *** decided to change the time and flights from nonstop to 1 stop to Mexico City. I called Expedia to reject the change as I refused to accept 1 stop flights and to my surprise they were UNABLE to do ANYTHING for me. They stated I was in the mercy of the airline and that I had to basically FIGHT to get either another flight thru the airline or my refund (not to mention *** no longer has nonstop flights). As per Expedia and *** I should be traveling in their terms. Expedia wiped their hands and put the blame on the airline instead of helping resolve the issue. I've been a loyal customer of Expedia for years and for them to just do nothing is UNEXCEPTABLE to me. Now I'm out of the money (since it takes 2 months to get a refund from ***) but also out of flights. This means that by the time I get my reimbursement the flights will be much more expensive, forcing me to cancel because as a single mom and working class citizen I cannot afford to pay more for airline tickets, which is why I booked way in advance. I am forced to cancel my transportation from the airport to the hotel and back, as well as the penalties incurred for the hotel cancellation. So, there goes my daughter’s 15th Birthday down the drain. She waited so long for this trip and nor Expedia or *** could help resolve the issue. I have spent countless hours trying to talk to Customer Service, Supervisors and Corporate office with no solution. This is a lose lose situation for me, I am Angry and don’t see a way out of this one.
May 29, 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 an airline reservation.
Our records show on March 7, 2019, Ms. booked two flight reservations via itineraries *** and *** by phone with an agent. We understand from Ms.’s complaint, she has been informed a refund is in process since the airline made a schedule change to her flight and she did not accept. Ms. is requesting for the refund from the airline to be expedited and for Expedia to pay the difference for a new flight.
Upon researching the customer’s complaint, we can see that Ms. contacted Expedia on May 26, 2019. Ms. was advised by email to send some financial information directly to the airline so they may proceed with the refund.
As you may know, Expedia is a third party intermediary and must follow the airlines set guidelines. We are unable to provide or expedite a refund directly to the customer. In this case the refund will come directly from the airline.
When a customer books through Expedia whether online or by telephone, they are deemed to have read, understood and accepted the Terms and Conditions and Privacy Policy. I have attached a portion of the Terms of Use which are found on our website. Please see below.
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 have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We do regret any inconvenience Ms. encountered in resolving this matter. As you can see Expedia will not cover any additional expense such as a difference in price for a new flight. If Ms. has any additional questions regarding this matter she may contact Expedia. This information will be documented on her Expedia account.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
On May 18, 2019, I booked a flight (no.***, *** Airline) from Boston to Beijing on Expedia and received a confirmation email with Itinerary number #***. The flight departures at 5:10 pm on May 19, 2019. On May 19, I arrived at the airport at 2:10 pm and wanted to check in. However, I was told by the Airline that they could not found me on their system. They finally figured out my booking was on June 19, not May 19. But my confirmation email said clearly it was May 19. So I called Expedia at 2:41 pm and a guy answered and listened to my situation. I waited for 30 mins and he told me that he was sorry that Expedia had some system errors when booking my flight and he would solve my problem as soon as possible. I waited for another 30 mins until he transferred me to his supervisor. It was already 4:00. I was so nervous that I will miss the flight, but then the flight was delayed to 6:30. A lady answered the phone and said she was sorry about the system error and she will solve it. In the next hour, the lady kept saying she was almost done. The airline staff also talked to Expedia and told them the latest check-in time was 5:30. The lady said it was "perfect" and asked me to keep waiting. However, at 5:00, she told me she could not solve the issue any more and transferred me to her manager. The gate was about to close. I was shocked when the next lady who answered the phone told me she can not correct my flight because it was so close to the departure time and the only solution was to fly on the next day. It was so unreasonable! Expedia had plenty of time when I first called them, but then they kept me waiting for 2.5 hours. During the call, they said they were "almost done" with the process, but finally told me they could not solve it. I had an important meeting in Beijing the next day, and I had no time to further consult with Expedia. Finally, I paid $1,370.70 to get a new ticket and run to the gate to get on the flight. The problem remained unsolved.
May 31, 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.
Our records indicate, May 18, 2019, Ms. *** or an authorized user of the Expedia account booked a one way flight from Boston, MA, USA, May 19, 2019, traveling to Beijing, China, via itinerary ***. A confirmation email was emailed on May 18, 2019, it has been opened and reviewed six times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm on May 19, 2019, Ms. called due to date error. Ms. booked the reservation for May 19, 2019 departure and the system changed it to June 19, 2019. Our representative called Tier 3 for assistance with Expedia charge card. The card did not work when or representative try to process the change and had to transfer Ms. to a supervisor. The supervisor took over the call and confirmed the error based on the incorrect date being ticketed. An exchange was made using the Expedia charge card, however the card that was created was for the wrong amount. The add collect was $450.00, and the card had been created for $332.70. Our representative created new card for the correct amount and attempted to get it authorized. However, received a credit card error message. Our representative contacted our ticketing department and they advised that the system would not accept the card because the flight had already departed. Our representative advised Ms. that the flight had departed and asked if she would be okay departing the following day. Ms. was not okay with the date change; our representative called the airline to see if they could issue the ticket on their end. The airline advised they could not and insisted on Ms. depart on the following day. Ms. declined and advised that she was recording the conversation. Our representative advised that the permission to record the call was denied and Ms. stopped recording and asked if we could call back in 10 minutes. On May 30, 2019, Ms. called in asking for a refund. Ms. stated she was advised that she would get a refund since she paid for two sets of tickets, $820.70 and $1370.00. Ms. was advised to book another ticket for $1370.00 and she is asking for the refund for new ticket since it was not her fault. The case was verified and approved by lead, the refund was processed for $1370.70 to the customer card.
After further review on May 31, 2019, Expedia has been able to verify a refund of $1370.70 was processed on May 30, 2019, to card ending *** and should appear on the card within three to ten business days. A $100.00 travel coupon was also applied to Ms. account as compensation for the inconvenience. The coupon is valid for a “pay now hotel’ or a ‘pay now hotel and a flight, its valid for a one time use for anyone who books through Ms. Expedia account.
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
Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID.
I find the solution okay, but I haven't received the refund from the business yet. So I hope Revdex.com not to close my case until I receive the refund.
Also, the total time of calling Expedia was about six to seven hours. It thus caused a lot of damages not only to my ears but also to my heart and mind. I also went through a long time of anxiety, sadness, and nerve, which was a huge damage to myself and also made my family worried a lot. I also spent about 20 dollars to make international calls to Expedia. Expedia did not give any compensation to these problems caused by its service. So although I would agree Expedia's resolution (as long as I received the refund), I would urge Expedia and Revdex.com to supervise the business to put much more efforts to improve its service in the future. Thank you.
Sincerely
I haven't had a problem with Expedia in the last six or so years we've used them for our family trips, until this year. Our problem, which was related to not getting an airline ticket refund they their agent assured me that I'd receive, was escalated three times to their highest tier of support (to their Corporate Office). Ironically, it's at the highest levels of Expedia where we found a culture that sorely lacked accountability, empathy and interest in the customer experience.
This nightmare began when *** suddenly canceled our flight to Mexico and offered to book us on another flight the next day. Understanding our interest in leaving on the day we originally planned to leave, Desiree, a representative in Expedia's Corporate Office, recommended that we let her cancel the *** tickets we purchased through expedia.com, and then purchase tickets separately on a different airline. Although there was an added cost to purchasing the tickets last minute, we moved forward with Desiree's suggestion after she confirmed that she successfully processed the *** refund on our behalf and that we should receive reimbursement within 6 weeks.
Fast forward two to three weeks later to when we receive an email from *** stating that our refund would not be issued, given that the tickets were "non-refundable." I called Expedia again to ask for help, highlighting the conversation I had with Desiree, and I was put in touch with Mark in their Customer Support team / Corporate Office. Mark immediately went on the defensive, noting how they have no control over the situation and cannot provide me with any help or compensation. When I referred to Desiree's previous guidance that I'd get a refund from *** and to simply purchase another flight, Mark stated that "You didn't have to take [her advice]" and that she should not have assured me that a refund was coming. Wow. No compensation (or coupon), no apology, no sympathy whatsoever. The agent was combative and defensive, and guaranteed me that "no compensation will be provided for you today."
Of course, I understand that ultimately *** is the entity that charged me for the tickets (and I intend to file a dispute with my credit card company), but this is just shameful customer service from Expedia's top tier of "Support." While they admit their agent mistakenly led me to believe that I'd receive a refund and highlighted no risks, they refuse to provide any assistance in resolving the matter with *** or even offer a "make good" coupon / credit for their bad advice and our subsequent troubles.
This was an extremely disappointing experience and costly lesson that had a negative impact on us financially and required hours and hours of escalations and remaining on hold. It showed just how poorly Expedia responds when things get bad. After many years of being a customer, this is one service we will not be returning to.
Absolutely deplorable service, I have booked for some years with company. Booked trip to Jamaica (never been), went over itinerary with customer service rep b4 trip. When we arrived we were sent 3.5 hours away from hotel to wrong airport. Customer service rep REFUSED to make changes to return flight BECAUSE changes were made with airline due to weather the day we were flying out. They washed their hands w this excuse. All incurred extra costs were at OUR expense. GO TO ANOTHER AGENCY who cares. Cost to customer over$1500
I booked a flight from Belo Horizonte, Brazil to San Jose Del Cabo, Mexico for my 2 aunts with a layover in Dallas, Texas for my 2 aunts. I was advised by Expedia representatives during two different phone calls that they would not need a USA visa because they only had a layover in Dallas, they were only staying there for 3 hours and the airport is considered international property, therefore- a visa would not be required. Both my aunts were not allowed to leave São Paulo because the airport staff stated they need a visa to have a layover in Dallas, I had to purchase another flight ticket from São Paulo to Belo Horizonte, and Expedia did absolutely NOTHING to help me with this. I was on the phone with two different representatives (Omni and Amar) for a total of 6 hours and nothing was resolved. I am an Expedia Gold member and have booked several trips through the company. However, they will not assist you if you have an issue with your booking! I unfortunately will no longer choose Expedia on my next travel plans and recommend that customers book with caution.
June 3, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund.
Our records indicate, on December 16, 2019, Ms. *** or an authorized user of the Expedia account booked two round trip flights departing on May 21, 2019 from Belo Horizonte, Brazil to San Jose del Cabo and returning on May 29, 2019 from San Jose del Cabo to Belo Horizonte, Brazil along with a seven night hotel stay at *** San Lucas All Inclusive, Cabo San Lucas; via ***. A confirmation email was emailed on December 16, 2018, it has been opened and reviewed 48 times.
Upon receipt of Ms. complaint, we investigated the issues which were brought to our attention. We can confirm from January 21, 2019 through February 4, 2019, Expedia emailed Ms. several schedule change options and she replied with her choices to each. On May 21, 2019, Ms. called in advising the travelers do not have visas. Our representative advised the tickets are considered as use or lose since they are not refundable or changeable. The representative advised the travelers cannot skip the US part of the *** Airline flight. The call ended and our representative contacted *** Airlines and they advised there is no option to go through any other country except the US for this routing. Our representative then emailed Ms. the following: “I am calling back in order to check on the situation you have for San Jose del Cabo trip today. I managed to call *** Airline to check if the passengers can be rerouted from Sao Paulo, Brazil to San Jose del Cabo, Baja without going through the US as it requires a visa even if you are connecting, they answered unfortunately that is not possible as all of the flights for that routing has to connected through USA for all *** airlines tickets.” Later that same day, Ms. called stating she was advised by one of our representatives that a visa was not required when connecting in Dallas. The travelers were denied boarding due to missing travel documents and she wants to change the connection to be anywhere in Mexico. The call was taken over by another representative who had the call pulled from May 7, 2019. In review of the call recording Ms. discusses the departure times and asked what the cost would be for a shuttle. There was no discussion regarding visas.After further review of the reservation Expedia contacted *** Airlines on May 28, 2019. *** Airlines advised they could have waived the change fee if they were presented proper documentation within a week from the original date of travel. *** Airlines advised if the travelers want to use the remaining value of the tickets there would be $300 change fee per ticket plus any fare difference and travel must have the same routing. In order to complete an exchange Ms. would need to contact Expedia Customer Service Department at 800-397-3342.
In addition, Expedia was able to speak with the hotel and they advised a one night penalty ($291.49) would be applicable to the reservation since it was “no showed”. A refund for the remaining amount has been issued as a refund to the card that was originally charged in the amount of $1748.94. The refund shall appear on the original card that was charged in three to ten business days. A refund receipt has also been emailed to the email address on the account.Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, airlines, and is subject to the rules and restrictions of those providers. Expedia does not own, operate or otherwise run any hotels. Additionally, Expedia’s Terms of Use, which Ms. agreed to at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
Tell us why here...
Complaint: ***I am rejecting this response because: The remaining refund amount of $1,967.49 was associated with *** airfare fee’s. As you can *ee from my letter below, I have also been given incorrect information for *** themselves. On May 21, 2019, my two aunts were allowed to travel to *ao Paulo and were advised to check-in again at the *** terminal to obtain flight tickets. Upon arrival in *ao Paulo, the *** check-in *taff refused to provide flight tickets to Dallas because my aunts did not hold a Transit Visa, which is required for anyone having a layover in the United *tates. I contacted Expedia immediately to inquire about this *ince I was advised otherwise by both Expedia and ***. After explaining the *ituation to Amar at Expedia on May 21, he agreed that a Visa would not be required for a layover in the United *tates but he placed me on hold to confirm the information. While on hold, I contacted *** and *poke with *** (May 21, 2019 at 4:32pm). *** advised me that a Visa was not required as the TimeMatrix *ystem *tates “A Visa is required EXCEPT for nationals of Brazil with a normal passport for a maximum *tay of 180 days”. *** also put a note in the *ystem to notify *** representatives in Dallas that my aunts did not *peak English, needed wheelchair assistance and advised them to contact my cellphone number *hould they need any information. While I was *till on hold with the Expedia representative, I also contacted the Dallas airport (DFW) to inquire about Visa requirements and was advised by *** and *** that one would not be required *ince they were not *taying in the United *tates and an airport is considered international territory. While at the airport, my aunts asked the *** check-in representative to *peak with me *o that I can advise her of my findings. After explaining to the representative that I confirmed the information with various agencies, my aunts were *till not allowed to board the airplane heading to Dallas. On May 21, 2019, I *pent a total of 8 hours on the phone with Expedia representatives (Amar and his *upervisor Alex) and was told that the information I was given was incorrect and that a Visa was in fact required for a layover in Dallas. I was required to pay another $373.00 on a flight back to Belo Horizonte and Alex from Expedia used 60 of my Expedia points to book a hotel *tay to accommodate them overnight *ince the flight back did not departure until the next day. date to make the necessary arrangements and was advised again that an Visa would not be required for a layover in the United *tates. On May 21, 2019, my two aunts were allowed to travel to *ao Paulo and were advised to check-in again at the *** terminal to obtain flight tickets. Upon arrival in *ao Paulo, the *** check-in *taff refused to provide flight tickets to Dallas because my aunts did not hold a Transit Visa, which is required for anyone having a layover in the United *tates. I contacted Expedia immediately to inquire about this *ince I was advised otherwise by both Expedia and ***. After explaining the *ituation to Amar at Expedia on May 21, he agreed that a Visa would not be required for a layover in the United *tates but he placed me on hold to confirm the information. While on hold, I contacted *** and *poke with *** (May 21, 2019 at 4:32pm). *** advised me that a Visa was not required as the TimeMatrix *ystem *tates “A Visa is required EXCEPT for nationals of Brazil with a normal passport for a maximum *tay of 180 days”. *** also put a note in the *ystem to notify *** representatives in Dallas that my aunts did not *peak English, needed wheelchair assistance and advised them to contact my cellphone number *hould they need any information. While I was *till on hold with the Expedia representative, I also contacted the Dallas airport (DFW) to inquire about Visa requirements and was advised by *** and *** that one would not be required *ince they were not *taying in the United *tates and an airport is considered international territory. While at the airport, my aunts asked the *** check-in representative to *peak with me *o that I can advise her of my findings. After explaining to the representative that I confirmed the information with various agencies, my aunts were *till not allowed to board the airplane heading to Dallas. On May 21, 2019, I *pent a total of 8 hours on the phone with Expedia representatives (Amar and his *upervisor Alex) and was told that the information I was given was incorrect and that a Visa was in fact required for a layover in Dallas. I was required to pay another $373.00 on a flight back to Belo Horizonte and Alex from Expedia used 60 of my Expedia points to book a hotel *tay to accommodate them overnight *ince the flight back did not departure until the next day. As previously mentioned, I have been a loyal customer of Expedia *ince 2012. I have purchased *everal packages through Expedia and have always advocated for the company thanks to the exceptional customer *ervice experience I have always had. For this reason, guests whom were invited to my *ister’s wedding at Riu Palace on May 25, 2019 were advised to purchase tickets through Expedia. Of the 38 guests who attended, 19 were purchased through Expedia, bringing Expedia a revenue of approximately $21,185.68 (see additional information below). After a complaint filed with Revdex.com, Expedia processed a refund on June 3, 2019 in the amount of $1,748.94. During a recent travel to Costa Rica on July 14, 2017, an alert was displayed on the confirmation email *tating “All passengers traveling to the US must provide valid travel documents and details of their full US destination address for US Immigration. Proof of citizenship is required for international travel. Be *ure to bring all necessary documentation (e.g. passport, visa, transit permit). To learn more, visit our Visa and Passport page.” As you can *ee from the attached itinerary, this information/notice was not displayed alerting customers about visa requirements for layovers in the United *tates. Itinerary NumberTravelersTotal***$3,893.31 ***$2,234.74 ***$3,194.89 ***$1,419.77***$3,040.40 ***$2,132.01 ***$2,250.56 ***$3,020.00 ***$2,796.20 *** TOTAL:$23,981.88 Sincerely, ***. *** Sincerely,***
Sincerely
July 3, 2019 Revdex.com Expedia– Alaska, Oregon & Western Washington Complaint Department Re: ExpediaCase #: *** 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 Ms. *. *** (Revdex.com complaint #***) regarding request for a refund on December 16, 2019, Ms. *** or an authorized user of the Expedia account booked two round trip flights departing on May 21, 2019 from Belo Horizonte, Brazil to San Jose del Cabo and returning on May 29, 2019 from San Jose del Cabo to Belo Horizonte, Brazil along with a seven night hotel stay at ***; via ***. A confirmation email was emailed to the customer on December 16, 2018 and the customer viewed it 48 times. Upon researching the customer’s complaint, we can confirm that Ms. previously filed a Revdex.com complaint on regarding the same itinerary. The Revdex.com complaint # was ***. On that complaint Ms. was told the call recording was reviewed and Expedia did not discuss any travel documents with her. The refund that was provided to her was for six of the seven nights booked. The hotel charged one night as penalty since the customer was a no-show. We would like to inform Ms. that no refund will be provided since it was confirmed on a call recording that our agent did not advise on necessary travel documents. Also when booking online, the customers accept the Terms of Use which mention the following. INTERNATIONAL TRAVEL 1. INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Expedia has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations. Passport and Visa: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport. 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. Expedia’s goal is to provide an exceptional customer experience. As you may know, Expedia.com acts only as a third party intermediary for airlines, car rental companies, and hotels. We are unable to change rules imposed by the airline such as provide a refund for the value of a ticket that was not used. Expedia will not provide a refund of any amount since the ticket is now considered as lost value. We do regret any inconvenience Ms. has encountered in resolving this matter. Based on the information provided above, Expedia considers this matter closed.
Sincerely, Daniel A
I purchased a ticket for a flight on April 9, through Expedia for *** Air Japan to Korea. On April 9th I arrived at the airport and discovered *** Air is operated through *** Airlines. I showed them the original confirmation that had been sent to me through Expedia and was told to wait in line. When I spoke to a representative he was unable to find my ticket using the reservation number. Upon further research It turned out my ticket had never been transferred from *** Air to *** and my ticket was "invalid" I immediately contacted Expedia at the instruction of the *** Air desk, and was told that there was nothing they could do as the flight had not yet left, and the only way to contact *** air was via email. Since they could not rebook me on a flight until 10 hours or the following day, I was instructed to purchase a ticket that would be reimbursed in 24/48 hours. After addressing this issue with Expedia and explaining that I was in fact at the airport trying to use my ticket but was unable to, they informed me that *** Air marked me as late (I was never able to check in) and thus my ticket would not be reimbursed. As they can attest to, my first call to Expedia I stated that I was in the airport and there was an issue with my ticket, my time to check in had not yet elapsed and I was unable to check in at all until my ticket had transferred over, and the rep was unable to do so. While I appreciate that *** air marked me as a No Show, I was in-fact there and willing to use a ticket if it had worked. As I purchased that ticket through Expedia and not *** Air directly it is for them to reimburse me. I have reached out to their team via email and phone multiple times and their deflection of the issue has made it so we are unable to reach a resolution, as the only resolution I see as being adequate is the refund of the original tickets I purchased that did not work.
May 31, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case
number ***) regarding a flight reservation. We understand Ms. is requesting a
refund of $283.72 associated with the itinerary ***.
Our records
indicate that on January 22, 2019, Ms., or an authorized user of her
Expedia account, self-booked a package reservation using Expedia’s website
under itinerary *** with the following details:
Travel
on the outbound is departing from Los Angeles, CA, USA to Tokyo, Japan on March
29, 2019 at 11:45 am with a connecting flight in Hong Kong, SAR China
Travel
on the inbound is departing from Tokyo, Japan to Los Angeles, CA, USA on April
14, 2019 with a connecting flight in Hong Kong, SAR, China
The
cost for the flight is $1,332.42
Travel
Flight Protection plan was purchased for $86.00
The
total cost is $1,418.42
The
itinerary was used and completed
Upon review of
the customer’s complaint, we can confirm that on February 19, 2019, Ms.
called Expedia requesting to be assisted to book a one-way flight reservation
for two passengers under the itinerary *** with the following
details:
Travel
is with *** Airlines departing from Seoul, South Korea to Tokyo, Japan on
April 15, 2019 at 8:30 am.
There
is no travel protection purchased for this itinerary
The
total cost is $283.72
On the same
day, the customer called, requesting to
void the itinerary and book a different flight that is leaving on April 14,
2019. The itinerary *** was voided within 24 hours after booking and
Ms. was assisted by our agent to book a one-way flight for two
passengers under the itinerary *** with the following details:
Travel
is with *** Airlines departing from Seoul, South Korea to Tokyo, Japan on
April 14, 2019 at 8:30 am.
No
Travel Protection Plan was purchased
Total
cost is $301.72
Travel
is completed
Furthermore,
the customer self-booked a two combined one-way published fare flight
reservation on February 19, 2019 under itinerary *** with the
following details:
Travel
on the outbound is with *** Airlines departing from Tokyo, Japan to Seoul,
South Korea on April 9, 2019 at 11:50 am.
No
Travel Protection Plan was purchased
Total
cost is $264.02
Travel
on the inbound is with the same airlines departing from Seoul, South Korea to
Tokyo, Japan on April 14, 2019 at 8:30 am.
Total cost is $301.72
There
was no Flight Protection Plan purchased on this itinerary
Total
Flight cost is $569.28
The customer
called on February 20, 2019 to void the inbound flight and the request was
processed.
Furthermore, the
customer called on April 9, 2019, using the itinerary ***, informing
Expedia that they are at the airport to check in and the airline advised that
tickets are invalid. Our agent advised
our customer to purchase a new ticket and save the receipt. Expedia immediately
reached out to the airline to request a
refund; we received the response from the airline on May 9, 2019 advising
Expedia that the customer was tagged as a no show and unfortunately, a refund
request was denied as they follow the normal policy of the ticket.
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. *** Airlines is the operating carrier and 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.
Additionally,
the travel protection was only purchased by Ms. under itinerary
***. The travel flight
protection only serves one itinerary per booking, based on the information
above, the customer did not purchase the protection plan for itineraries
***, *** and ***.
In respect to
Ms.’s claim that Expedia promised her a refund if the airlines denied
the request. We are processing a refund
of $264.02 on the itinerary *** that the customer tried to use on
April 9, 2019.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence
Team
Complaint: ***
I am rejecting this response because:
Cindy stated that on April 9th Expedia was processing of a refund of $264.02 to me for that flight. The attached email will show that as late as May 29th I was still being told that a refund was not possible. I was not able to use any refund on April 9th as I purchased a ticked on my own solely because Expedia was unable to do so. Furthermore, on May 31st days after I contacted Revdex.com Expedia finally extended to me the refund that was promised, indicating that they were aware that none had been processed. This receipt has also been attached. Additionally While I appreciate that no travel protection was added to the adjusted ticket with the return flight of South Korea to Japan, the ticket in question was in-fact Japan to South Korea, which should not have been changed at any point during the trip, as Cindy herself indicated on the breakdown of travel updates in her previous email.
While this situation was eventually been corrected, it took over a month with several phone calls and emails that led to nothing, and the contacting of the Revdex.com to rectify the situation.
Thank you both for allowing me to address the previous email, and for helping me to rectify the situation.
Sincerely,
***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com