I booked a trip to Peru and opted to spend the extra $50 to get the "worry free" travel protection. I needed to cancel my reservation soon after I booked it, and this "worry free" experience turned into me being on the phone with Expedia for over 2 hours. Ultimately, I was told that I would be refunded the full amount minus the travel protection in 3-5 days. Great.
Fast forward almost 2 weeks...I still have not been refunded. I received just the hotel credit but nothing from the airline. So I again, had to call expedia and they continued insisting it was a hold. It was clearly a charge and that is apparent on my bank statement. The agent had the nerve to tell me to call my bank to dispute it. Let me get this straight...Expedia messed up, and now you're telling me to call my bank with Expedia's problem. NO! You took the money, so you fix it. They then went on to tell me the airline is the one that charged me, which again, is not true since my bank statement shows the charge from Expedia. I honestly don't think the people working in customer service at Expedia have a clue what's going on. They just don't get it. Here's the best part...the final resolution was that I will have to wait 2 months to get my refund...I was just dumbfounded after hearing that. To hear that they would legitimately consider that as an acceptable resolution just blows my mind. What customer would be okay with waiting 2 months to have Expedia hold on to their money, for EXPEDIA'S MISTAKE? This call took place with "May" Employee ID. She was supposedly a manager. After insisting several time I speak to HER manager, and letting her know I was filing this complaint, she started to contact the corporate office. Been on the phone now another 2 hours, making it a grand total of 4 "worry free" hours, and I'm still on hold so I'm sure it will be significantly longer. This is ridiculous and makes me never want to use this company again. How do you consider that an acceptable resolution?
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 Mr. *** (Revdex.com case number ***).
Our records indicate that
on May 10, 2019, Mr. or an authorized user of his Expedia account,
self-booked a package reservation using Expedia’s website under *** with the following details:
A roundtrip
flight booking with ***. The
outbound flight is departing from Dallas, TX, USA to Lima, Peru on July 10,
2019 at 7:50 pm with a connecting flight in Mexico City, Mexico, arriving Lima,
Peru at 5:50 am on July 11, 2019
The inbound
flight is departing from Lima, Peru to Dallas, TX, USA with a connecting flight
in Mexico City, Mexico, arriving Dallas, TX, USA at 6:30 pm.
Total cost for
the flight is $578.26
A pay now,
non-refundable hotel reservation with *** for a
check in on July 11, 2019 and a check out on July 14, 2019.
A Travel
Protection Vacation Waiver for the total cost of $46.00
We understand Mr.
wants to expedite the refund in the amount of $578.26 to his original form of payment.
Upon further review, we
can confirm that Mr. was refunded on the following dates:
May 13, 2019 Hotel
Refund $299.84
May 21, 2019 Flight
Refund $578.26
May 21, 2019 Travel
Protection $ 46.00
Furthermore, the refund
timeline was advised to the customer at the time the refund was processed and
the customer agreed. The refund is released by Expedia to the original form of
payment within 24 hours and it may take at least seven days to appear on the
customer’s credit card statement. Mr. can check his bank statements
for the refund and contact the bank or his financial institution to follow up
the status of the refund.
Additionally, Mr.
was advised through the email confirmation on May 10, 2019 the terms and
condition of the Travel Protection-Vacation Waiver Plan that offers “change for
any reason” before the trip starts, with no fee for one-time flight change, cancel
the flight and use the airline credits later which the customer agreed before
the booking.
For further information,
the full terms and condition of the Travel Protection Plan is available for
review using the link below:
https://www.expedia.com/vacation-waiver-terms
We regret Mr.’s
experience was not as we would have hoped, and any subsequent inconvenience
caused. Expedia welcomes customer feedback in our ongoing effort to improve
upon the customer experience.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
I have been booking rental cars with expedia for years. In the past, you could always cancel a reservation and never had to pay upfront. Now, they deceptively hide a tiny 'Pay Now' button near the 'Reserve' button. It turns out, I can no longer cancel my car reservations. It was not made clear to me when I booked. They are being sneaky, if not outright cheats.
Expedia.com Response
• May 29, 2019
May 29, 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 April 29, 2019, Mr. or an authorized user of the Expedia account booked a three day car reservation with ***, picking up on June 4, 2019 and returning on June 7, 2019; via ***. A confirmation email was emailed on April 29, 2019, it has been opened and reviewed six times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 21, 2019, Mr. called in requesting to cancel the reservation. Our representative contacted *** and they advised there was a cancellation fee of $50. Mr. was not happy about the cancellation fee and requested to speak with a supervisor. The call was disconnected, our representative called Mr. back but there was no answer, the reservation was left unchanged.
After further review of the reservation Expedia has been able to verify the car rental reservation was booked as non-refundable and non-changeable. Expedia contacted *** and they advised if the reservation is cancelled more than 25 hours from pick up there will be a $50 charge and *** will charge card ending ***; if less than 24 hours from pick up the charge will be $100.00. *** will refund any remaining amount to card ending ***.
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 Mr. agreed to at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr. experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request. 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
• May 29, 2019
Complaint: ***
I am rejecting this response because:
It was not clear on the website that I was booking a non-refundable car rental. That is false advertising. That has not been addressed.
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.
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 booked travel to Paris for my family in April, 2018 through Expedia Itinerary # ***, with travel date from Jul2 - Jul9, 2018 paying them $3732.88. On the day of travel, the airline refused boarding to my 12 year daughter indicating that even though her passport was valid, the validity was <6 months and consequently we had to cancel travel plans. Upon my discussion with the airline they agreed that they should have informed me of this restriction when I provided all passport data for all passengers in April 2018 and issued a travel credit ONLY through expedia. Expedia processed this refund and informed me via email that I MUST book the tickets by April 29, 2019 for any future travel.
This email serves as your confirmation that *** has granted our request to have the tickets as future credit valid until 29 April 2019. Typically, tickets would be of no value since tickets are booked in the Basic Economy/Economy Light inventories in which changes are not allowed.
Our partner airline has made an exception and allowed tickets to be reissued no later than the date mentioned above. The new ticket must be of equal/greater value. No change fee will apply; only applicable fare difference.
Once you've decided to use the tickets, please contact Expedia and quote reference number E-*** to be assisted in booking your flights using the airline credit.
When I called Expedia on April28th, 5:29PM to book travel, Case # ***, they kept me on the phone for almost 3 hours and then told me that *** is the UK where it is 4 am in the am and the airline is refusing to book. I called the Airline on my own and they told me even if had booked on the 26th it would not have matter since the credit could only be used if the TRAVEL was to be completed by April29th, 2019 and not just the ticket issue. The clearly is not what EXPEDIA communicated in their email else I would have attempted travel completion by 4/29. The airline also agreed with this.
Expedia.com Response
• May 24, 2019
May 24, 2019
Revdex.com
Orbitz – Alaska, Oregon & Western Washington
Complaint Department
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz 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. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Orbitz is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight refund request.
On April 29, 2018, Mr. self-booked a round-trip flight reservation from San Franciso, Ca, U.S.A., to, Paris, France for four passengers. Mr. paid a total of $3732.88 for the flights. The departure date was scheduled for July 2, 2018. The return was scheduled for July 9, 2018. We understand from Mr.’s complaint, a member in his party was not allowed to check-in the flight because their passport expired within 6 months of the return date. Mr. is requesting Orbitz to provide a full refund of the tickets in the amount of $3732.88.
Upon researching the customer’s complaint, we can confirm that Mr. contacted Orbitz on June 2, 2018, Orbitzcontacted the airline and was emailed the next day. I have attached the response from the airline on this case. We would like to inform Mr. that Orbitzprovided him with the correct information as shown on the email and Mr. may provide this to the airline if he wishes but ultimately will be up to them to provide any credit. Orbitz has advocated on the behalf of the customer multiple times and the airline will not provide a refund or extend their previous airline credit as they mention the credit was only provided to the customer as a courtesy. As you may know, Orbitz is a third party intermediary and and must follow the vendor’s rules
Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. Furthermore, Mr. accepts the Terms of Use on our site which mention the terms below. Because of these terms Orbitz will not provide a refund or credit of any amount.
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. Orbitz 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.
13. LIMITATION OF LIABILITY
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Orbitz. Orbitz 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. Orbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us immediately at 1-844-803-5576.
Sincerely,
Daniel A
Orbitz Customer Correspondence Team
Customer Response
• May 28, 2019
Complaint: ***
I am rejecting this response because Expedia has still not explained why they were not able to book the tickets when I called in on April 28, 2019 at 6:49 PM PST (well before April 29, 2019) and stayed on the phone with them for 1.5 hours and then again for 1 hour at 2:09AM for ~ 50 mins. The normal booking time for *anyinternational tickets in less than 30 mins max on-line. In this case, Expedia was not able to contact *** only to get a fee waiver (everything else was already approved RE: *** Email) and when they did they were told that it is already April 29th and that credit has expired. If that was the case then what is the point of providing a end date OR a disclaimer MUST be provided that the booking of credit related travel may take > 24 hours so consumer should give at least 48 hours notice prior to expiration date.
At this point Expedia is washing their hands off of this case by saying that the Airline is responsible for this approval and since they were not available when I called in to book on April 28th (and only available the next day) that there is nothing they can do about this. It would have been much much easier for me to call the Airline directly w/o expedia in the middle and I believe it would have been better since the tickets/credits were issued by ***. For the record I also want to clarify that the Airline issued credit only after I spoke to them and explained in detailed where their system did not create an alert in time even though I uploaded all the passport data in their DB and that is why they issued the credit in the first place. I also want to point out that the Airline I contacted was *** and not *** since I was supposed to travel on *** and not *** to Paris. It is *** who helped me navigate who issued the tickets and then finally on to Expedia.
My case in point is that Expedia in this case has to either resolve this with the Airline or help me understand why I should loose $ 3732 even though I was well within my right to call and book travel on April 28th for a credit that was supposed to expire on April 29th. IT is the nature of Expedia's business and it is their responsibility to inform the consumer of short coming and any gotchas of working with airline across the globe. It is their responsibility to inform the consumer if there are any time related restrictions associated with any travel credits.
I can already see that if contact *** again, they will simply say that why did I not contact them on April 28 instead of Expedia? Expedia is saying that even though your call with made well within your rights, but the airline was not available when I called to issue waiver of fees so there is nothing more they can do. It is not a matter of why I called in on April 28 vs April 26th or earlier, the point is I made the call in line with what I was told and Expedia should honor this and discuss with the airlines OR issue a travel credit themselves.
A simple answer from Expedia in what they have stated in not satisfactory and not acceptable to me as a resolution.
Case Number: E-***
Date Opened: April 28, 2019, 6:49 PM PST
Outgoing Call Lasted: 1 hour 25 mins
Spoke to George and then Eric R (supervisor)
Follow up call made by Expedia:
April 29, 2:09 AM
Lasted 50:58 Mins.
May 3rd– Spoke to Francesa from Expedia at 5:29 PM PST
Lasted: 42:18
Was told that *** says Credit is Expired on April 29th. As a consumer I had the right to purchase tickets all the way up to April 28, 11:59 PM PST.
I purchased 4 one-way tickets, 2 adult and 2 children. On the Expedia site and in my receipt it was stated that the children's tickets fell under "Kids fly free". When I looked at my bank statement I was charged 2x what my receipt had listed on it. I have spent over 2.5 hours on the phone with Expedia trying to have the issue resolved. They have refused to give me a refund despite what the receipt I have and the bank statement says I was charged. One manager, after reviewing my claim and finding I was correct in what I said, eventually told me that I needed to contact the airline because the discrepancy was on their end. When I did contact the airline (another 30 min on the phone) they said that they only charge what Expedia sends them to charge based off of what Expedia quotes as the price. That Expedia has the credit card information and the pricing information and they then send it to them.
It seems that Expedia made a mistake and quoted the incorrect price and is now refusing to give a refund for what they stated they would charge. I clearly have written receipts for the purchase and the charged amounts.
Expedia.com Response
• May 27, 2019
May 27, 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 flights. We understand *** is requesting a partial refund for the flights purchased.
Our records indicate on May 15, 2019, ***, or a person authorized for the account, booked one way flights for four passengers with *** Airlines traveling from Austin, TX to Tampa, FL, departing on June 27, 2019.
We understand that the customer contacted us and requested a refund of $136.00 stating that the entire amount of the charges for the flights should have been a total of $136.00.
On May 24, 2019 a refund of $136.00 was provided to the original form of payment used to purchase the flights. 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.
I had purchased a hotel on the website for September.. purchased the travel insurance it suggested and now that extenuating circumstances have occurred, I need to cancel trip. They have done nothing and pretty much leftme to deal with insurance. So their hassle free booking is a disaster, and canceling is a nightmare without any gir anger of refund even though the trip is 6 months out.
Expedia.com Response
• May 27, 2019
May 27, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on March 3, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation using Expedia’s Mobile Site, under itinerary ***. Reservation was for the *** Hotel, with a check-in date of September 26, 2019, and a check-out date of September 29, 2019. A travel protection plan was purchased with the itinerary. We understand Ms. is requesting a refund of her unused hotel reservation, utilizing the purchased Hotel Booking Protection Plus.
Upon review of Ms.’s booking, we have verified that the following hotel mandated cancellation and change policy was provided and accepted at time of booking, and the terms of coverage for the travel protection plan through *** were provided prior to purchasing the plan. The following terms were displayed during the booking process:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Expedia attempted to reach the *** Hotel to advocate on Ms.’s behalf, requesting approval to refund the unused hotel reservation. Regrettably, we were unable to obtain the hotel’s refund approval.
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 Ms.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor her refund request. We recommend that she contact ***, the administrator of the travel protection policy to file a claim.
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 made a round trip booking from SEA - CLE with Hotel stay in Cleveland.
The total charges when I completed the booking were $578 total($289/person).
However, when I looked at Expedia booking page my return flights did not show up. I initially thought my return flight wasn't booked. But upon looking at my credit card, I realized the entire trip was booked but for an excess amount($839.5 total, $261.5 extra than originally shown) of what was shown during booking. In order to check what was happening, I contacted Expedia support and they told the return flight transaction did not go through and asked me to cancel my booking. Skeptical, I contacted Spirit Airlines who operate the return flight and they confirmed the return flight booking went through. With the updated details when I contacted Expedia support again, they created a case for a refund (Itin: *** - Case ID : [***]). But they haven't been responding to my emails after case creation.
They showed me one price ($578 total) for the booking which I authorized and charged me extra instead($839.5) without authorization. They gave the wrong advice to cancel my onward reservation which would have put me in additional hassle. Now after taking my refund request as a case, they aren't responding anymore. I'm left in limbo with no updates and no refund.
Expedia.com Response
• May 27, 2019
May 27, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a refund request for a package booking.
After researching Mr.’s case we were able to see that Mr. was in contact with Expedia agents through email. The Expedia agents contacted the customer and asked for a receipt. Mr. provided a receipt and after reviewing the information refunded $268.00 on May 21, 2019. Mr. was advised that the refund was made to his card and could take up to seven business days before the refund would show on his account. I have attached the email sent to Mr..
Expedia’s goal is to provide an exceptional customer experience. I have now documented the information regarding this case on Mr.’s Expedia account. Since the refund was already provided on May 21, 2019, as Mr. requested Expedia considers this matter closed.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any additional questions please contact Expedia.
Sincerely,
Daniel A
Customer Correspondence Team
Customer Response
• May 29, 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 had rented a car from *** Edinburgh branch, through Expedia.
1. At the time of receiving the car, I was informed me that the rental I had paid was for 95 miles per day and they made me pay for unlimited miles, while the letter of Expedia mentioned that the mileage was 475 miles per day.
2. I had paid the full insurance coverage through Expedia (the Insurance company is AIG Claims Inc).
3. At the time of returning the car, *** charged me, for minimum damages a huge sum of 895 GBP.
After returning home, I filed a claim with the Insurance partner of Expedia, AIG, for the full refund of my money, but they fail to answer my mails. Moreover both *** and Expedia deny to refund the extra sum of money concerning the mileage (which was unlawfully paid).
Since Expedia was the mediator for both *** and AIG, it is liable to take action for the money to be refunded to me.
In case it is needed, here are the relevant numbers:
*** Case ID : [***]
and
AIG Travel Claim #
Expedia.com Response
• May 28, 2019
May 28, 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 and is requesting a refund of
$1273.00.
Our records indicate that
on April 11, 2019, Ms. or an authorized user of her Expedia
account, self-booked a pay now car reservation using Expedia’s website under
itinerary ***.
The
reservation was with the ***, Edinburgh, Great
Britain for May 2, 2019 to May 7, 2019.
The customer booked the Economy 4/5 Door car. The cost of the car reservation is $92.87
The customer booked the Travel Protection Collision Damage
Plan. The total cost is $66.00
Total cost of
the reservation is $158.87
Upon review of the
complaint, we can confirm Ms. called Expedia, stating that ***
car rental company is charging the customer the amount of GBP32.50 for extra
miles. The customer claims her reservation is for 475 miles per day, Expedia
reached out to the vendor to request a refund, but unfortunately, the refund
request was denied. Expedia processed a refund of $41.41 equivalent to GBP32.50
on May 21, 2019.
Furthermore, Ms. was charged
by *** car rental the amount of GBP895 due to the minimum damages to
the car when it was returned. The
customer is requesting Expedia to refund the amount of GBP895.00 as she sent
emails to the travel protection company with no reply. Expedia advised the
customer to call AIG travel protection company directly, instead of sending emails.
For more information, kindly find the link below:
Expedia serves as
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. We hope you understand we
must adhere to the policies dictated by our vendor. Additionally, Expedia’s Terms of Use, which
were agreed to by Ms. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing
travel or other services on this Website are independent contractors and not
agents or employees of 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.
While we regret Ms.
***’s experience was not as we would have hoped, based on the
information provided above, Expedia is not able to fulfill her refund request.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• May 31, 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.
Functionally, Expedia's rewards program has status tiers. Here is what the site specifically states as per its own policy:
Expedia Rewards members has 3 membership tiers:
Upon joining Expedia Rewards, you'll automatically earn Blue tier status.
Earn Silver status by spending USD 5,000 on eligible bookings or staying 7 room nights in a calendar year.
Earn Gold status by spending USD 10,000 on eligible bookings or staying 15 room nights in a calendar year.
Your status is valid from the day it is earned, for the following full calendar year, and expires on the next February 28. For example, 2019 status is earned through room nights or spending activity from 2018. 2019 status is valid from the day you earn it until February 28, 2020.
The website states that status is valid from the day that it is earned... and I have earned gold status. But now they are telling me that I will not receive gold status until next year.
Customer Response
• May 23, 2019
Revdex.com:
Hello!
Complaint #*** has been resolved. Thank you for your help.
I used EXPEDIA to rent a room at *** HOTEL in late January 2019. I paid with ***. Amount charged was $158.74 on January 25, 2019. I canceled the reservation. The HOTEL informed me that the reservation had been canceled and never billed me or EXPEDIA or ***. I called EXPEDIA who told me they have no record of any information about the room rental. I filed a case with *** Dispute ID: ***. *** denied my case on May 14th because they "received shipment tracking from the merchant confirming that the merchandise was delivered." I asked for the evidence EXPEDIA provided *** and was told I could not see that information because it was private. *** informed me that my only option is to appeal the case within 10 days. I made the appeal with *** May 16th by phone and will follow up with this Revdex.com Complaint today May 20, 2019.
Expedia.com Response
• May 27, 2019
May 27, 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 hotel reservation. We understand Mr. is requesting a refund of $158.74, stating he was unable to utilize the reservation.
Upon further research, we are unable to locate an Expedia account related to Mr.’s complaint. We respectfully request that Mr. provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Mr.’s concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• May 28, 2019
Complaint: ***
I am rejecting this response because:
In reply to Expedia's response the e-mail associated with my account at Expedia is ***. The itinerary number MIGHT BE ***. I had several reservations around that time and this may not be the correct itinery number.
Sincerely
Expedia.com Response
• May 28, 2019
May 28, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response.
We have reviewed the new information Mr. provided to further address his concerns.
Our records indicate that on January 24, 2019, Mr., or an authorized user of his account, self-booked a hotel reservation using Expedia’s website, under itinerary ***. Reservation was for the ***, with a check-in date of January 27, 2019, and a check-out date of January 28, 2019. We understand Mr. is requesting a refund of $158.74, stating he was unable to utilize the reservation.
Upon further review of Mr.’s complaint, we can confirm that a refund of $158.74 was processed on January 25, 2019 back to the original form of payment used to book the reservation. In this case, the original form of payment used for the booking was Mr.’s *** account.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Expedia.com Response
• Jun 03, 2019
June 3, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response.
We have reviewed the new information Mr. provided to further address his concerns.
Upon receipt of the complaint, we contacted Mr. by phone today, June 3, 2019, and resolved the issue directly with the customer.
Again, we thank you for allowing us to address this matter further. As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.
Sincerely,
Erika M
Corporate 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 am an active duty member stationed in Japan. I took leave bringing my family to the Philippines for a vacation. I made reservation through Expedia booking *** but shortened the dates since we wanted to travel to another location in the Philippines which was also booked through Expedia. I called *** to cancel some of the dates but they informed me to call Expedia. I called Expedia and Expedia emailed me stating that they called *** and because I cancelled early enough there was no penalty and I will get my full refund back. I checked in at *** and informed them about my refund and they informed me that it was between me and Expedia. I called Expedia after my vacation and the individual I talked to on the phone stated he is seeing the email stating that there is no penalty, but because my refund is more than $1000 he needs to discuss with his supervisor. He continues to inform me that I should be seeing my refund in 2 weeks. I gave them a month and still no refund. I emailed Expedia and I was informed that they are calling *** and my request was not approved. I informed them that I received an email from them stating that this was already approved but all I keep getting is that they apologize for the inconvenience but it was not approved. I feel like I’m going in circles with Expedia and being stationed overseas it is hard for me to call due to the time difference and as well as the cost of long distance rate. I have all the email stating it was approved and my case number with Expedia is ***. Any help in this matter is greatly appreciated since Expedia displayed no integrity resolving the issue.
Expedia.com Response
• May 27, 2019
May 27, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund request.Our records reflect on 10/6/19 the customer accessed Expedia.com and self-booked itinerary #*** for ***, Mng PHL to check in December 7, 2018 and checking out December 15, 2018. The terms of the booking were as follows: Refundable Cancellation and change policy Cancellations or changes made before 12:01 AM local *** time, Friday, November 30, 2018 are subject to a *** fee equal to 50% of the total amount paid for the reservation.The customer contacted Expedia, requesting to change her booking to a check out date of December 11, 2018. On November 12, 2018 the *** was contacted and the customer was advised the change could be made without penalty from the ***. The *** Sanctuary later advised they would not agree to the refund of the customer for December 11, 2018 through December 15, 2018, and they billed Expedia for the entire amount of the original itinerary.Expedia regrets the inconvenience the decision of the *** has caused our customer. As a courtesy, on May 27, 2019 Expedia has provided the customer a refund $1260.63 processed back to their original form or payment as follows: Tuesday, December 11, 2018 $ 310.24 Wednesday, December 12, 201 310.24 Thursday, December 13, 2018 310.24 Friday, December 14, 2018 329.91
TOTAL REFUND $1260.63
The time it takes for the credit to be available in the customer’s account depends upon how quickly her bank processes refunds.In addition, Expedia has provided Ms.’s online Expedia account with a $200.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account. We hope she will allow us the opportunity to improve upon her experience in the future.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne GTier 3 Corporate Correspondence
Tell us why here...
Customer Response
• May 27, 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 trip to Jamaica on the Expedia mobile app. The hotel I chose is the *** in Ocho Rios. Under the hotel amenities, it states ‘free airport transportation’. About 10 days before my trip, the hotel concierge called and told me that it will cost $300 for a round trip airport transportation. I called Expedia and they asked me to go to a full website instead to find a detail under a section called “Promotions” and click on it to see where it states that the free transportation only includes the other airport and not the airport I booked via Expedia when I booked this trip as a bundle. Because there is a information discrepancy between the app and the full website, the rep I spoke with created a case where they can take a look at it. They called me back the next day and told me, well you should had read your confirmation email where it says airport transportation is offered for a fee. WHAT ABOUT YOU GET YOUR APP RIGHT IN THE FIRST PLACE!!! The supervisor asked me to email the screenshots of the app where it DOESN’T say only 1 airport is included. I sent them all of the screenshots and they also verified that on the app, it indeed doesn’t say only 1 airport is included. Yet they still say we can only issue a $100 coupon. THE AIRPORT TRANSPORTATION COSTS $280!!! The only thing it says on the app is that “free airport transportation” At this point I’m already extremely frustrated. But they have the AUDACITY to still tell me, oh yeah it only says free airport transportation, but we can only issue a $100 coupon. I asked to speak to a manager, then the manager says ok $200 coupon. At this point I literally feel like Expedia is INSULTING me. I am a returning Expedia customer, but after this, definitely not returning nor recommending Expedia to any of the people I know.
Expedia.com Response
• May 25, 2019
May 25, 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 package. We understand *** is requesting a refund for airport transportation.
Our records indicate on April 2, 2019 ***, or a person authorized for the account purchased a package including roundtrip flights and a four night reservation with the *** via itinerary ***.
We understand that the customer was having difficulty setting up airport transportation. We corrected the flights to arrive into Montego Bay and provided a new itinerary, number ***.
We contacted the property to discuss the airport transportation and were advised that complimentary transfers have already been set up. As the airport transportation is without cost, reimbursement will not be necessary.
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 25, 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 hotel room at *** Marina CA through expedia.com and then called in to change the date of the booking. expedia got the authorization from the hotel to issue a full refund for original booking and do a new booking. Expedia charged me again for the new booking and didnt refund the original booking. I called customer care and they refunded the amount. But when I reached the hotel, the expedia charge card on the booking didn't work. It was 10pm in the night and my family was stranded at the lobby for an hour and a half. So hotel asked me to pay and requested expedia to cancel and refund the booking amount. I paid the hotel directly. Expedia went ahead and cancelled the booking, but didn't refund me the money yet. I have spoken to three supervisors in their customer care for the past 2 months and every time I was promised the refund, but the refund never arrived.
Expedia Case ID:
Expedia.com Response
• May 23, 2019
May 23, 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 March 25, 2019, Mr. *** or an authorized user of the Expedia account booked a one-night hotel reservation at the ***, checking in on April 18, 2019 and checking out on April 19, 2019; via itinerary ***. A confirmation email was sent on March 25, 2019, was first opened on March 27, 2019 and reviewed three times.
Upon receipt of your complaint, we investigated the issues which were brought to our attention. We can confirm on March 26, 2019, Mr. needed to change the date of the reservation. Our representative called the hotel and they agreed to change the date with no penalty. Our representative emailed the customer the hotels policies. On March 27, 2019, Mr. called in and wanted to change the date of the reservation to April 18, 2019. Our representative called the hotel and the change was approved. On April 18, 2019, Mr. was trying to check in at the hotel, the hotel was not able to check him in. On April 22, 2019, Mr. called to check on the cancellation refund of $130.00. From May 7, 2019 through May 17, 2019, there were numerous email communications between Mr. and Expedia about the charge amounts and refunds. On May 17, 2019, Mr. called in to follow up on a refund request. Our representative checked previous cases. Mr. first called to make a change. The change was approved without any penalty. Mr. called the next day to process the change but the agent who processed the change forgot to select “done” when selecting the waiver and it caused a charge of $130.55. Mr. then called us because of the charge and the agent refunded $110.57, later when the customer went to the hotel and they would not let him check in because the EVC was not working. Mr. advised the hotel charged him $103.70 directly and allowed him to check in. Our representative advised of the refund timeline and applied a voucher to compensate for the inconvenience and also for the points lost.
After further review, on March 27, 2019 there was a $110.57 refund issued to card ending ***. On May 17, 2019 two refunds were issued one for $19.98 and the other for $99.03. The account has been fully refunded and the refund should appear on your account in three to ten business days from the date they were processed.
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,
When I first did the booking with Expedia I had reach out to them regarding the reservation to cancel it within hours from booking it because I noticed it was for the wrong hotel location. They told me that the changes to the reservation could’ve been mean they had to stick to that reservation. When I called The hotel A week prior to me leaving to let them know I need a late checking and I also was making sure that they had a crib available for me to have in the room the location t A week prior to me leaving to let them know I need a late checking and I also was making sure that they had a crib available for me to have in the room the location tell me that unfortunately that’s not something that the location provides. My daughter was part of my reservation and it is listed as she is an infant. The online service should not allow me to book travel if they couldn’t accommodate my travelers. In the same aspect that it doesn’t Allow to book more than 6 travelers at a time. I contacted Expedia to let them know what the hotel just told me. They said that the only thing that they could do was cancel my reservation issue me a refund and give me a $50 credit for the inconvenience they cost me. They have never followed up with a cancellation email they said I am supposed to wait seven days for a refund when my trip is takIng place in 7 says. I asked them if they can just book the reservation to the hotel I need it and pay for the difference in the price had changed and they said they couldn’t do it. They’re saying they said there’s nothing no one else could do. Hopefully you guys can help me address this with upper management.
Expedia.com Response
• May 27, 2019
May 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mrs. *** (Revdex.com case number ***)
regarding a hotel reservation. We understand Mrs. is requesting a refund
for the difference in price between her original and new hotel bookings
associated with itinerary ***.
Our records
indicate that on February 27, 2019, Mrs., 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 Philadelphia, PA to Orlando, FL, departing on May 25,
2019, and returning on June 1, 2019.
A nonrefundable hotel reservation
with the Extended Stay *** Center, Orlando, FL for a check
in on May 25, 2019, and a check out on June 1, 2019. The total cost of the
hotel portion was $428.14.
A car reservation with ***, Orlando, FL for pick-up on May 25, 2019, and drop off on June 1,
2019.
Upon review of
the customer’s complaint, we can confirm that on February 28, 2019, she called
Expedia stating the incorrect hotel was booked due to a site error on Expedia’s
part. Mrs. requested to cancel
the hotel portion of her package and receive a refund. By utilizing a program showing what the
customers see during their booking process, Expedia verified the *** Center was the hotel selected and booked by Mrs.. Nonetheless, we reached out to the vendor to
request a refund on Mrs.’s behalf. Unfortunately, the refund request was
denied.
On May 17,
2019, Mrs. called Expedia as she spoke to the hotel vendor who stated
they cannot offer a crib for her stay. We reached out to the vendor who advised
us that they will make an exception to their nonrefundable policy by cancelling
the hotel reservation and issuing a full refund in the amount of $428.14.
Expedia serves
as third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restriction of those
providers. We hope you understand we must adhere to the policies dictated by
the hotel.
Mrs.
contacted Expedia on March 19, 2019, inquiring of the $428.14 refund and a
$50.00 Expedia Travel Coupon. Expedia’s
representative issued a refund of $428.14 and deposited a $50.00 Expedia Travel
Coupon to Mrs.’s account. The customer self-booked a new hotel
reservation using the $50.00 Expedia Travel Coupon, under itinerary ***.
The hotel reservation was with ***, FL, for a check in on
May 26, 2019 and a check out on June 1, 2019. After applying the $50.00 coupon,
the customer paid $650.96 total.
In respect to
Mrs.’s concerns with crib availability at the *** Center, we can confirm that the following disclaimer was
provided in the hotel’s description, and accepted by the customer during the
booking process:
Children
and extra beds
Children
are welcome.
Rollaway/extra
beds are not available.
Cribs
(infant beds) are not available.
While we regret
Mrs.’s experience was not as we would have hoped, as the additional
expenses were not a result of any action or error on Expedia’s part, we are
unable to fulfill her refund request.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
For the past 2 days at a total of 5 hrs, I have attempted to book a trip through expedia. Each time I tried to book, I got through the booking process, was directed to my payment, selected the payment but when I hit complete booking, my trip just went away. I attempted this booking 6 times to no avail. Each time I called Expedia, only to be put on hold for 30 min at a time and each time was told they could not help me rectify the problem. At one point after I told them I would just take my business elsewhere, they told me that would probably be the best thing to do because they were unable to help me. I have used expedia before and had no problems but this has been a very aggravating experience.
Expedia.com Response
• May 23, 2019
May 23, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a package refund request.
Our records show on May 17th, 2019, Ms. attempted to book a package which included a flight on Expedia.com. Ms. encountered an issue when attempting to complete the booking using a company called “***” which is a company that provides a loan in order for the customer to be able to pay the package. Ms. contacted Expedia by phone and the agent was also unable to complete the booking. Ms. is requesting Expedia to honor a price she mentions she was previously quoted.
We have researched Ms.’s complaint, and are unable to honor Ms. request per Expedia’s Terms of Use on our website. Expedia will only guarantee airfare once a purchase has been completed. Please see a portion of the Terms of Use provided below.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I bought Airline tickets through Expedia to travel to Brasil with my family in Dec 2019. I bought these tickets in February 2019.
I was notified of a change in itinerary in the email below on May 16 2019.
The schedule change offered to me is outrageous.
Expedia has declared that they are exchanging inconvenient flights for flights that still exist but are being sold for a much higher price.
I have gone to both the *** and *** website and the flights that I purchased are still available.
The changes Expedia propose are detrimental to my family and I for the following:
1. My itinerary on Jan 3 2010 starts in Rio. In my original itinerary, My flight *** left at 10:50pm. I have tickets from Rio to Sao Paolo to fly on the afternoon of Jan 3. The proposed flight changes oblige me to fly from Sao Paolo at 9:30am on the morning of Jan 3, so I must now fly to Sao Paolo the night before,.
2. For your proposed change, I must pay an extra night’s accommodation in Sao Paolo the night before this return flight, as the accommodation I had in Rio is not reimbursable.
3. My stay in Rio is being cut short by whole day.
4. The original itinerary was a direct flight *** from Sao Paolo to Dallas. The proposed itinerary stops in Miami.
5. The original itinerary had me arriving in Dallas at 5:10am, in time to make a connecting flight to Houston at 7am. The proposed itinerary has a flight from Miami to Dallas which arrives at 9:18pm, and the connecting flight to Houston is at 7am the following Day. This obliges me to book another night’s accomodation in Dallas for my family and myself.
6. The original travel time from Sao Paolo to Houston was 13h18min. Your proposed itinerary will take almost 25!
I paid for tickets that were confirmed by Expedia.
The flights that Expedia sold me are still available. They have not in any way been changed by either *** or ***.
I have spoken with both *** and *** and they do not know of any changes
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 Mrs. *** (Revdex.com case number
***) regarding an airline schedule change.
We understand Mrs. *** is requesting to reinstate the
itinerary to the original schedule.
Our records indicate that
on February 16, 2019, Mrs. *** or an authorized user of her Expedia
account, self-booked flight reservations for four passengers under itinerary
***.
The outbound
was on December 21, 2019, on *** leaving Houston, TX, USA at 2:55pm
and arriving in Dallas, TX, USA at 4:10pm, continuing on *** from
Dallas, TX, USA, leaving at 7:20pm and arriving in Sao Paulo, Brazil at 9:35am
on December 22, 2019.
The inbound
was on January 3, 2020, on *** leaving Sao Paulo, Brazil at 10:50pm
and arriving in Dallas, TX, USA at 5:10am on January 4, 2020, continuing on
*** from Dallas, TX, USA departing at 7:00am, and arriving in
Houston, TX, USA at 8:08am.
The total
flight cost is $3549.32.
The validating
carrier is ***
Upon further review we can
confirm, *** initiated schedule changes on Mrs. ***’s
inbound flight due to the minimum connection time of 50 minutes in Dallas, TX,
USA is not sufficient enough. The
airline provided the three options to the customer through email sent by
Expedia on May 16, 2019:
Departing with
*** on January 3, 2020, from Sao Paolo, Brazil at 9:30am, connecting
in Orlando, FL, USA and Dallas, TX, USA, with the last segment leaving from
Dallas, TX, USA at 7:00am on ***, and arriving Houston, TX, USA
at 8:08am on January 4, 2020. This trip starts 13 hours and 20 minutes earlier
and ends at the same time as the original.
Departing with
*** on January 3, 2020, from Sao Paolo, Brazil to at 10:45 am,
connecting in Miami, FL, USA and Dallas,
TX, USA with the last segment departing from Dallas, TX, USA at 7:00 am with
***, arriving Houston, TX, USA at 8:08 am on January 4, 2020.
This trip starts 12 hours and 5 minutes earlier and ends at the same as the
original.
Request a full
refund from the airline.
Furthermore, Mrs. ***
called Expedia on May 17, 2019 to decline these flight options. Expedia offered the customer a full refund
but she stated that she will need to consult her husband. As of this time, no call was made by the
customer.
Nonetheless, we reached
out to the vendor to request approval on the new flights found on our website
that is almost similar to the customer’s itinerary:
The inbound
flight is on January 3, 2020 departing at 10:50 pm from Sao Paulo, Brazil and
arriving in Dallas, TX, USA at 6:10 am on January 4, 2020 , with a connecting
time of two hours and thirty-five minutes in Dallas, TX, USA. The flight will leave from Dallas, TX, USA to
Houston, TX, USA on January 4, 2020 at 8:45 am arriving Houston, TX, USA at
9:54 am.
Expedia tried to call the
customer for the last two days, unfortunately, our calls were routed to
voicemail. This flight option is still available. The customer may also request
for a refund but will have to book for the new flights on their own at current
cost.
To accommodate these
reservations, or receive a refund, Mrs. *** will need to call Expedia
and speak with a representative to advise of her decision.
Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and *** and is subject to the rules and restrictions of those
providers. *** is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on these bookings. We hope you understand we must adhere to the
policies dictated by the vendor.
For further information,
the full terms and condition of the “Vendor Rules and Restrictions” is
available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
We regret Mrs. ***’s
experience was not as we would have hoped, and any subsequent inconvenience
caused. Expedia welcomes customer feedback in our ongoing effort to improve
upon the customer experience.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• Jun 03, 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 greatly appreciate your assistance. Without your involvement, Expedia would not have taken further action to find this very satisfactory resolution.
We purchased the insurance for out flight and could not afford to go out of the country because a venue canceled out ceremony 2 weeks before out wedding because we black (***) nashville tn. I left them a review too. But we purchased the insurance thinking it would cover something like this cause its expensive to go Jamaica. Nope it dont cover nothing but death and some other .
I booked a hotel at the ***, Luray, VA, 22835 United States of America on 4/6/2019. Itinerary # ***. Hotel's front desk claims that Expedia did not send the booking request to them. I called *** at Tel: 1 (877) 247-9261 who also stated Expedia did not send the request to them. I called Expedia on the same day and the issue cannot be resolved. I was not able to stay at the room that I booked and it ruined my vacation. I have made multiple phone calls for refund but Expedia cannot help me on the phone. Every time it takes 30 minutes of waiting time and a customer representative, Karen, just hung up on me. I tried to submit an online claim directly to Expedia but it says "Please note we cannot provide the following services over email:Refund requests."
Expedia.com Response
• May 24, 2019
May 24, 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 of the reservation.
Our records indicate on April 6, 2019 ***, or a person authorized for the account, booked one night with the *** for check in on May 13, 2019 for $217.79.
We coordinated with the travel supplier and a refund of the reservation was provided on May 24, 2019 in the amount of $217.79. The refund timeframe varies based on the processing time of the credit card company.
As a gesture of goodwill, we have added a coupon to the customer’s account that may be used towards a prepaid hotel or hotel package reservation made over the next year within the account. The coupon and its terms and conditions may be viewed in the account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I have been using Expedia for few years in spite of the poor feedback from friends without issues until I decided to book an international flight for my parents . The booking was made back in March and was paid in full . We got the confirmation and assigned the seats . 3 weeks ago I received an email from Expedia stating the time on the flight from Raleigh to New York was changed . that would give my parents less 1.5 hours between the 2 flight which is not a sufficient time . When I called the Expedia agent 3 weeks ago the plan was to change the ticket from Raleigh to Chicago and then to Amman . The agent mentioned there was a price difference with the new itinerary and may process refund with the new ticket . My emphasis was on having a return flight as this trip has been planned for few months .
I have contacted Expedia multiple times to get updates , It has been a big challenge to get in touch with them . Each time I get different answer , obviously their agents have no clue and have poor documentation . I would stay on hold for more than 45 minutes each time and the answer would be "we need to wait for 24 hours" . I called them last night , waited to talk to the agent for 30 minutes , spoke with him for 1 minute and he deferred me to another agent , unfortunately I was on hold for 62 minutes when I decided to hang up .
I called them again this morning , spoke with agent ? Valeri and I was told that I had no flight which is exactly one week before their departure on 5/23 , she didn't know why and gave me an option to book another flight at a later date . Unfortunately I have another family member who already has booked the same flight on 5/23 and can't travel by her self for some issues .
Basically Expedia has ruined the whole trip , I have no clue what happened , where is my money , I wasted many hours talking to them , the whole family is upset and has emotional breakdown . They absolutely have no wok ethics or respect to their customers .
Expedia.com Response
• May 24, 2019
May 24, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to
the consumer complaint from Mr. *** (Revdex.com case number ***)
regarding an airline schedule change. We
understand Mr. is requesting an explanation on what happened to his
flight itinerary and advising Expedia to be held responsible for the new
purchased tickets.
Our records indicate that
on March 25, 2019, Mr. or an authorized user of his Expedia account,
self-booked, a roundtrip flight reservation on *** airlines for two
passengers under itinerary *** with the following details:
The travel on
the outbound flight is from Amman, Jordan to Raleigh, NC, USA, departing on May
23, 2019 at 11:30 am with a connecting flight in New York, NY, USA
The travel on
the inbound flight is from Raleigh, NC, USA to Amman, Jordan, departing on July
15, 2019 at 2:40 pm with a connecting flight in New York, New York, USA
The total cost
of the flight is $2,859.26
Another itinerary was also
self-booked on March 25, 2019 for a round trip flight reservation on *** airlines for one passenger under
itinerary *** with the following details:
The outbound
flight is from Amman, Jordan to Raleigh, NC, USA, departing on May 23, 2019 at
11:30 am with a connecting flight in New York, NY, USA
The inbound
flight is from Raleigh, NC, US to Amman, Jordan departing on July 19, 2019 at
2:50 pm with a connecting flight in Chicago, IL, USA
The total cost
is $1,491.63
Upon further review, we
can confirm, on April 7, 2019, *** airlines initiated a schedule change
on Mr.’s itinerary number ***
. The inbound flight will leave on July
15, 2019 at 6:44 pm and arrive in New York, NY, USA at 8:29 pm. The transit time in New York, NY, USA will be
one hour and 11 minutes. Expedia sent an
email to the customer on April 28, 2019, giving Mr. the two options.
The first
option was the schedule change made by the airline.
The second
option was; the customer may request a full refund, depending on the airline
policy. If the refund is chosen, the
customer was advised to make a new reservation at the prices currently
available.
The customer
was requested to call Expedia to make the choice on the options presented.
The customer replied and advised
Expedia that Mr. is not accepting the schedule change but responded
with his preferred flight: The travel is departing on flight number *** from
Raleigh, NC, USA to Amman, Jordan, departing at 2:50 pm with a connecting
flight in Chicago, IL, USA arriving Amman, Jordan at 3:45 pm.
We reached out to the
vendor and the customer’s request for the preferred flight was approved by the
airline. Expedia contacted the customer to notify the approval of the airline. Mr. explained the preferred flight
he wants with a connecting flight in Chicago is cheaper than his original
flight and asked for a refund for the fare difference. Due to this request,
Expedia is unable to process the Schedule Change as we need to seek another
approval from the airline in regards with the customer’s request.
Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this booking. We hope you understand we must adhere to the
policies dictated by the vendor.
Expedia contacted the
airline to advocate on the customer’s request for the refund, unfortunately,
the airline declined the request and gave this flight options:
Travel on the
inbound is on July 15, 2019 from Raleigh, NC, USA to Amman, Jordan with a scheduled
flight at 2:50 pm with a connecting flight in Chicago, IL, USA; arriving in
Amman, Jordan at 3:45 pm on July 16, 2019
Furthermore, the customer
was advised that the refund was declined by the airline and the flight option
was given to the customer. Due to this,
Expedia was unable to process the change of the flight as we were coordinating
with the airline on the customer’s request.
Per our flight system, the
customer used the outbound flight on May 23, 2019 and we can confirm that the
inbound flight is not cancelled. On May 21, 2019, Mr. contacted
Expedia requesting a refund on the itinerary. As of today, May 24, 2019, our
Customer Care representative is liaising with the airline advocating on the
customer’s request for the refund.
While we regret Mr.
***’s experience was not as we would have hoped, and any subsequent
inconvenience caused. Expedia is now issuing
a $200.00 Expedia Travel Coupon that can be used for any future hotel reservation
on a pay now booking with an expiration of one year.
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
• May 29, 2019
Complaint: ***
I am rejecting this response because:
Thanks for your response but I totally disagree with this explanation , When I called Expedia on 5/21 I was told by Expedia agent that the flight on 5/23 was cancelled and she recommended either full refund or schedule another flight on 5/24 which didn't work for me especially I have another passenger who booked the same flight separately few month ago as stated above . At any rate I had to call *** Airlines my self to solve this issue and my family flew - after all this stress - on 5/23 as planned . I hope my return flight on 7/15 is confirmed ! I NEED CONFIRMATION from Expedia . Plus I never asked for full refund or cancellation of the flight that was planed months ago !!
What bothered me with Expedia was the lack of knowledge of their employees , poor communication skills , not enough documentation and lack of honesty . There is no excuse for a customer to stay on the phone holding for 60 minutes . I have been using Expedia for 10 years and really hate to have a bad experience in the future . I don't think $200 gift would change my opinion or compensate for the time wasted or the stress the whole family had to go through over the last few weeks .
I booked a trip to Peru and opted to spend the extra $50 to get the "worry free" travel protection. I needed to cancel my reservation soon after I booked it, and this "worry free" experience turned into me being on the phone with Expedia for over 2 hours. Ultimately, I was told that I would be refunded the full amount minus the travel protection in 3-5 days. Great.
Fast forward almost 2 weeks...I still have not been refunded. I received just the hotel credit but nothing from the airline. So I again, had to call expedia and they continued insisting it was a hold. It was clearly a charge and that is apparent on my bank statement. The agent had the nerve to tell me to call my bank to dispute it. Let me get this straight...Expedia messed up, and now you're telling me to call my bank with Expedia's problem. NO! You took the money, so you fix it. They then went on to tell me the airline is the one that charged me, which again, is not true since my bank statement shows the charge from Expedia. I honestly don't think the people working in customer service at Expedia have a clue what's going on. They just don't get it. Here's the best part...the final resolution was that I will have to wait 2 months to get my refund...I was just dumbfounded after hearing that. To hear that they would legitimately consider that as an acceptable resolution just blows my mind. What customer would be okay with waiting 2 months to have Expedia hold on to their money, for EXPEDIA'S MISTAKE? This call took place with "May" Employee ID. She was supposedly a manager. After insisting several time I speak to HER manager, and letting her know I was filing this complaint, she started to contact the corporate office. Been on the phone now another 2 hours, making it a grand total of 4 "worry free" hours, and I'm still on hold so I'm sure it will be significantly longer. This is ridiculous and makes me never want to use this company again. How do you consider that an acceptable resolution?
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 Mr. *** (Revdex.com case number ***).
Our records indicate that
on May 10, 2019, Mr. or an authorized user of his Expedia account,
self-booked a package reservation using Expedia’s website under *** with the following details:
A roundtrip
flight booking with ***. The
outbound flight is departing from Dallas, TX, USA to Lima, Peru on July 10,
2019 at 7:50 pm with a connecting flight in Mexico City, Mexico, arriving Lima,
Peru at 5:50 am on July 11, 2019
The inbound
flight is departing from Lima, Peru to Dallas, TX, USA with a connecting flight
in Mexico City, Mexico, arriving Dallas, TX, USA at 6:30 pm.
Total cost for
the flight is $578.26
A pay now,
non-refundable hotel reservation with *** for a
check in on July 11, 2019 and a check out on July 14, 2019.
A Travel
Protection Vacation Waiver for the total cost of $46.00
We understand Mr.
wants to expedite the refund in the amount of $578.26 to his original form of payment.
Upon further review, we
can confirm that Mr. was refunded on the following dates:
May 13, 2019 Hotel
Refund $299.84
May 21, 2019 Flight
Refund $578.26
May 21, 2019 Travel
Protection $ 46.00
Furthermore, the refund
timeline was advised to the customer at the time the refund was processed and
the customer agreed. The refund is released by Expedia to the original form of
payment within 24 hours and it may take at least seven days to appear on the
customer’s credit card statement. Mr. can check his bank statements
for the refund and contact the bank or his financial institution to follow up
the status of the refund.
Additionally, Mr.
was advised through the email confirmation on May 10, 2019 the terms and
condition of the Travel Protection-Vacation Waiver Plan that offers “change for
any reason” before the trip starts, with no fee for one-time flight change, cancel
the flight and use the airline credits later which the customer agreed before
the booking.
For further information,
the full terms and condition of the Travel Protection Plan is available for
review using the link below:
https://www.expedia.com/vacation-waiver-terms
We regret Mr.’s
experience was not as we would have hoped, and any subsequent inconvenience
caused. Expedia welcomes customer feedback in our ongoing effort to improve
upon the customer experience.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
I have been booking rental cars with expedia for years. In the past, you could always cancel a reservation and never had to pay upfront. Now, they deceptively hide a tiny 'Pay Now' button near the 'Reserve' button. It turns out, I can no longer cancel my car reservations. It was not made clear to me when I booked. They are being sneaky, if not outright cheats.
May 29, 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 April 29, 2019, Mr. or an authorized user of the Expedia account booked a three day car reservation with ***, picking up on June 4, 2019 and returning on June 7, 2019; via ***. A confirmation email was emailed on April 29, 2019, it has been opened and reviewed six times.
Upon receipt of Mr. complaint, we investigated the issues which were brought to our attention. We can confirm on May 21, 2019, Mr. called in requesting to cancel the reservation. Our representative contacted *** and they advised there was a cancellation fee of $50. Mr. was not happy about the cancellation fee and requested to speak with a supervisor. The call was disconnected, our representative called Mr. back but there was no answer, the reservation was left unchanged.
After further review of the reservation Expedia has been able to verify the car rental reservation was booked as non-refundable and non-changeable. Expedia contacted *** and they advised if the reservation is cancelled more than 25 hours from pick up there will be a $50 charge and *** will charge card ending ***; if less than 24 hours from pick up the charge will be $100.00. *** will refund any remaining amount to card ending ***.
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 Mr. agreed to at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
While we regret Mr. experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor his refund request. 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:
It was not clear on the website that I was booking a non-refundable car rental. That is false advertising. That has not been addressed.
Sincerely
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
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 booked travel to Paris for my family in April, 2018 through Expedia Itinerary # ***, with travel date from Jul2 - Jul9, 2018 paying them $3732.88. On the day of travel, the airline refused boarding to my 12 year daughter indicating that even though her passport was valid, the validity was <6 months and consequently we had to cancel travel plans. Upon my discussion with the airline they agreed that they should have informed me of this restriction when I provided all passport data for all passengers in April 2018 and issued a travel credit ONLY through expedia. Expedia processed this refund and informed me via email that I MUST book the tickets by April 29, 2019 for any future travel.
This email serves as your confirmation that *** has granted our request to have the tickets as future credit valid until 29 April 2019. Typically, tickets would be of no value since tickets are booked in the Basic Economy/Economy Light inventories in which changes are not allowed.
Our partner airline has made an exception and allowed tickets to be reissued no later than the date mentioned above. The new ticket must be of equal/greater value. No change fee will apply; only applicable fare difference.
Once you've decided to use the tickets, please contact Expedia and quote reference number E-*** to be assisted in booking your flights using the airline credit.
When I called Expedia on April28th, 5:29PM to book travel, Case # ***, they kept me on the phone for almost 3 hours and then told me that *** is the UK where it is 4 am in the am and the airline is refusing to book. I called the Airline on my own and they told me even if had booked on the 26th it would not have matter since the credit could only be used if the TRAVEL was to be completed by April29th, 2019 and not just the ticket issue. The clearly is not what EXPEDIA communicated in their email else I would have attempted travel completion by 4/29. The airline also agreed with this.
May 24, 2019
Revdex.com
Orbitz – Alaska, Oregon & Western Washington
Complaint Department
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz 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. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Orbitz is responding to the consumer complaint from *** (Revdex.com complaint # ***) regarding a flight refund request.
On April 29, 2018, Mr. self-booked a round-trip flight reservation from San Franciso, Ca, U.S.A., to, Paris, France for four passengers. Mr. paid a total of $3732.88 for the flights. The departure date was scheduled for July 2, 2018. The return was scheduled for July 9, 2018. We understand from Mr.’s complaint, a member in his party was not allowed to check-in the flight because their passport expired within 6 months of the return date. Mr. is requesting Orbitz to provide a full refund of the tickets in the amount of $3732.88.
Upon researching the customer’s complaint, we can confirm that Mr. contacted Orbitz on June 2, 2018, Orbitzcontacted the airline and was emailed the next day. I have attached the response from the airline on this case. We would like to inform Mr. that Orbitzprovided him with the correct information as shown on the email and Mr. may provide this to the airline if he wishes but ultimately will be up to them to provide any credit. Orbitz has advocated on the behalf of the customer multiple times and the airline will not provide a refund or extend their previous airline credit as they mention the credit was only provided to the customer as a courtesy. As you may know, Orbitz is a third party intermediary and and must follow the vendor’s rules
Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. Furthermore, Mr. accepts the Terms of Use on our site which mention the terms below. Because of these terms Orbitz will not provide a refund or credit of any amount.
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. Orbitz 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.
13. LIMITATION OF LIABILITY
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Orbitz. Orbitz 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. Orbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us immediately at 1-844-803-5576.
Sincerely,
Daniel A
Orbitz Customer Correspondence Team
Complaint: ***
I am rejecting this response because Expedia has still not explained why they were not able to book the tickets when I called in on April 28, 2019 at 6:49 PM PST (well before April 29, 2019) and stayed on the phone with them for 1.5 hours and then again for 1 hour at 2:09AM for ~ 50 mins. The normal booking time for *anyinternational tickets in less than 30 mins max on-line. In this case, Expedia was not able to contact *** only to get a fee waiver (everything else was already approved RE: *** Email) and when they did they were told that it is already April 29th and that credit has expired. If that was the case then what is the point of providing a end date OR a disclaimer MUST be provided that the booking of credit related travel may take > 24 hours so consumer should give at least 48 hours notice prior to expiration date.
At this point Expedia is washing their hands off of this case by saying that the Airline is responsible for this approval and since they were not available when I called in to book on April 28th (and only available the next day) that there is nothing they can do about this. It would have been much much easier for me to call the Airline directly w/o expedia in the middle and I believe it would have been better since the tickets/credits were issued by ***. For the record I also want to clarify that the Airline issued credit only after I spoke to them and explained in detailed where their system did not create an alert in time even though I uploaded all the passport data in their DB and that is why they issued the credit in the first place. I also want to point out that the Airline I contacted was *** and not *** since I was supposed to travel on *** and not *** to Paris. It is *** who helped me navigate who issued the tickets and then finally on to Expedia.
My case in point is that Expedia in this case has to either resolve this with the Airline or help me understand why I should loose $ 3732 even though I was well within my right to call and book travel on April 28th for a credit that was supposed to expire on April 29th. IT is the nature of Expedia's business and it is their responsibility to inform the consumer of short coming and any gotchas of working with airline across the globe. It is their responsibility to inform the consumer if there are any time related restrictions associated with any travel credits.
I can already see that if contact *** again, they will simply say that why did I not contact them on April 28 instead of Expedia? Expedia is saying that even though your call with made well within your rights, but the airline was not available when I called to issue waiver of fees so there is nothing more they can do. It is not a matter of why I called in on April 28 vs April 26th or earlier, the point is I made the call in line with what I was told and Expedia should honor this and discuss with the airlines OR issue a travel credit themselves.
A simple answer from Expedia in what they have stated in not satisfactory and not acceptable to me as a resolution.
Case Number: E-***
Date Opened: April 28, 2019, 6:49 PM PST
Outgoing Call Lasted: 1 hour 25 mins
Spoke to George and then Eric R (supervisor)
Follow up call made by Expedia:
April 29, 2:09 AM
Lasted 50:58 Mins.
May 3rd– Spoke to Francesa from Expedia at 5:29 PM PST
Lasted: 42:18
Was told that *** says Credit is Expired on April 29th. As a consumer I had the right to purchase tickets all the way up to April 28, 11:59 PM PST.
Sincerely
I purchased 4 one-way tickets, 2 adult and 2 children. On the Expedia site and in my receipt it was stated that the children's tickets fell under "Kids fly free". When I looked at my bank statement I was charged 2x what my receipt had listed on it. I have spent over 2.5 hours on the phone with Expedia trying to have the issue resolved. They have refused to give me a refund despite what the receipt I have and the bank statement says I was charged. One manager, after reviewing my claim and finding I was correct in what I said, eventually told me that I needed to contact the airline because the discrepancy was on their end. When I did contact the airline (another 30 min on the phone) they said that they only charge what Expedia sends them to charge based off of what Expedia quotes as the price. That Expedia has the credit card information and the pricing information and they then send it to them.
It seems that Expedia made a mistake and quoted the incorrect price and is now refusing to give a refund for what they stated they would charge. I clearly have written receipts for the purchase and the charged amounts.
May 27, 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 flights. We understand *** is requesting a partial refund for the flights purchased.
Our records indicate on May 15, 2019, ***, or a person authorized for the account, booked one way flights for four passengers with *** Airlines traveling from Austin, TX to Tampa, FL, departing on June 27, 2019.
We understand that the customer contacted us and requested a refund of $136.00 stating that the entire amount of the charges for the flights should have been a total of $136.00.
On May 24, 2019 a refund of $136.00 was provided to the original form of payment used to purchase the flights. 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
I had purchased a hotel on the website for September.. purchased the travel insurance it suggested and now that extenuating circumstances have occurred, I need to cancel trip. They have done nothing and pretty much leftme to deal with insurance. So their hassle free booking is a disaster, and canceling is a nightmare without any gir anger of refund even though the trip is 6 months out.
May 27, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on March 3, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation using Expedia’s Mobile Site, under itinerary ***. Reservation was for the *** Hotel, with a check-in date of September 26, 2019, and a check-out date of September 29, 2019. A travel protection plan was purchased with the itinerary. We understand Ms. is requesting a refund of her unused hotel reservation, utilizing the purchased Hotel Booking Protection Plus.
Upon review of Ms.’s booking, we have verified that the following hotel mandated cancellation and change policy was provided and accepted at time of booking, and the terms of coverage for the travel protection plan through *** were provided prior to purchasing the plan. The following terms were displayed during the booking process:
The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.
Expedia attempted to reach the *** Hotel to advocate on Ms.’s behalf, requesting approval to refund the unused hotel reservation. Regrettably, we were unable to obtain the hotel’s refund approval.
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 Ms.’s experience was not as we would have hoped, based on the information provided above, Expedia is unable to honor her refund request. We recommend that she contact ***, the administrator of the travel protection policy to file a claim.
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 made a round trip booking from SEA - CLE with Hotel stay in Cleveland.
The total charges when I completed the booking were $578 total($289/person).
However, when I looked at Expedia booking page my return flights did not show up. I initially thought my return flight wasn't booked. But upon looking at my credit card, I realized the entire trip was booked but for an excess amount($839.5 total, $261.5 extra than originally shown) of what was shown during booking. In order to check what was happening, I contacted Expedia support and they told the return flight transaction did not go through and asked me to cancel my booking. Skeptical, I contacted Spirit Airlines who operate the return flight and they confirmed the return flight booking went through. With the updated details when I contacted Expedia support again, they created a case for a refund (Itin: *** - Case ID : [***]). But they haven't been responding to my emails after case creation.
They showed me one price ($578 total) for the booking which I authorized and charged me extra instead($839.5) without authorization. They gave the wrong advice to cancel my onward reservation which would have put me in additional hassle. Now after taking my refund request as a case, they aren't responding anymore. I'm left in limbo with no updates and no refund.
May 27, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer complaint from Mr. ***. Expedia, Inc. is responding to the consumer complaint from Mr. (***) regarding a refund request for a package booking.
After researching Mr.’s case we were able to see that Mr. was in contact with Expedia agents through email. The Expedia agents contacted the customer and asked for a receipt. Mr. provided a receipt and after reviewing the information refunded $268.00 on May 21, 2019. Mr. was advised that the refund was made to his card and could take up to seven business days before the refund would show on his account. I have attached the email sent to Mr..
Expedia’s goal is to provide an exceptional customer experience. I have now documented the information regarding this case on Mr.’s Expedia account. Since the refund was already provided on May 21, 2019, as Mr. requested Expedia considers this matter closed.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any additional questions please contact Expedia.
Sincerely,
Daniel A
Customer 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 had rented a car from *** Edinburgh branch, through Expedia.
1. At the time of receiving the car, I was informed me that the rental I had paid was for 95 miles per day and they made me pay for unlimited miles, while the letter of Expedia mentioned that the mileage was 475 miles per day.
2. I had paid the full insurance coverage through Expedia (the Insurance company is AIG Claims Inc).
3. At the time of returning the car, *** charged me, for minimum damages a huge sum of 895 GBP.
After returning home, I filed a claim with the Insurance partner of Expedia, AIG, for the full refund of my money, but they fail to answer my mails. Moreover both *** and Expedia deny to refund the extra sum of money concerning the mileage (which was unlawfully paid).
Since Expedia was the mediator for both *** and AIG, it is liable to take action for the money to be refunded to me.
In case it is needed, here are the relevant numbers:
*** Case ID : [***]
and
AIG Travel Claim #
May 28, 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 and is requesting a refund of
$1273.00.
Our records indicate that
on April 11, 2019, Ms. or an authorized user of her Expedia
account, self-booked a pay now car reservation using Expedia’s website under
itinerary ***.
The
reservation was with the ***, Edinburgh, Great
Britain for May 2, 2019 to May 7, 2019.
The customer booked the Economy 4/5 Door car. The cost of the car reservation is $92.87
The customer booked the Travel Protection Collision Damage
Plan. The total cost is $66.00
Total cost of
the reservation is $158.87
Upon review of the
complaint, we can confirm Ms. called Expedia, stating that ***
car rental company is charging the customer the amount of GBP32.50 for extra
miles. The customer claims her reservation is for 475 miles per day, Expedia
reached out to the vendor to request a refund, but unfortunately, the refund
request was denied. Expedia processed a refund of $41.41 equivalent to GBP32.50
on May 21, 2019.
Furthermore, Ms. was charged
by *** car rental the amount of GBP895 due to the minimum damages to
the car when it was returned. The
customer is requesting Expedia to refund the amount of GBP895.00 as she sent
emails to the travel protection company with no reply. Expedia advised the
customer to call AIG travel protection company directly, instead of sending emails.
For more information, kindly find the link below:
https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=US&StateCode=NW&ProductCode=009172&PlanCode=P1&FileType=PROD_PLAN_DOC
Expedia serves as
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. We hope you understand we
must adhere to the policies dictated by our vendor. Additionally, Expedia’s Terms of Use, which
were agreed to by Ms. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing
travel or other services on this Website are independent contractors and not
agents or employees of 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.
While we regret Ms.
***’s experience was not as we would have hoped, based on the
information provided above, Expedia is not able to fulfill her refund request.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
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
Functionally, Expedia's rewards program has status tiers. Here is what the site specifically states as per its own policy:
Expedia Rewards members has 3 membership tiers:
Upon joining Expedia Rewards, you'll automatically earn Blue tier status.
Earn Silver status by spending USD 5,000 on eligible bookings or staying 7 room nights in a calendar year.
Earn Gold status by spending USD 10,000 on eligible bookings or staying 15 room nights in a calendar year.
Your status is valid from the day it is earned, for the following full calendar year, and expires on the next February 28. For example, 2019 status is earned through room nights or spending activity from 2018. 2019 status is valid from the day you earn it until February 28, 2020.
The website states that status is valid from the day that it is earned... and I have earned gold status. But now they are telling me that I will not receive gold status until next year.
Revdex.com:
Hello!
Complaint #*** has been resolved. Thank you for your help.
Sincerely
I used EXPEDIA to rent a room at *** HOTEL in late January 2019. I paid with ***. Amount charged was $158.74 on January 25, 2019. I canceled the reservation. The HOTEL informed me that the reservation had been canceled and never billed me or EXPEDIA or ***. I called EXPEDIA who told me they have no record of any information about the room rental. I filed a case with *** Dispute ID: ***. *** denied my case on May 14th because they "received shipment tracking from the merchant confirming that the merchandise was delivered." I asked for the evidence EXPEDIA provided *** and was told I could not see that information because it was private. *** informed me that my only option is to appeal the case within 10 days. I made the appeal with *** May 16th by phone and will follow up with this Revdex.com Complaint today May 20, 2019.
May 27, 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 hotel reservation. We understand Mr. is requesting a refund of $158.74, stating he was unable to utilize the reservation.
Upon further research, we are unable to locate an Expedia account related to Mr.’s complaint. We respectfully request that Mr. provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Mr.’s concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
In reply to Expedia's response the e-mail associated with my account at Expedia is ***. The itinerary number MIGHT BE ***. I had several reservations around that time and this may not be the correct itinery number.
Sincerely
May 28, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response.
We have reviewed the new information Mr. provided to further address his concerns.
Our records indicate that on January 24, 2019, Mr., or an authorized user of his account, self-booked a hotel reservation using Expedia’s website, under itinerary ***. Reservation was for the ***, with a check-in date of January 27, 2019, and a check-out date of January 28, 2019. We understand Mr. is requesting a refund of $158.74, stating he was unable to utilize the reservation.
Upon further review of Mr.’s complaint, we can confirm that a refund of $158.74 was processed on January 25, 2019 back to the original form of payment used to book the reservation. In this case, the original form of payment used for the booking was Mr.’s *** account.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
June 3, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case # ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from Mr. *** (Revdex.com case number ***). We regret to hear Mr. did not accept our response.
We have reviewed the new information Mr. provided to further address his concerns.
Upon receipt of the complaint, we contacted Mr. by phone today, June 3, 2019, and resolved the issue directly with the customer.
Again, we thank you for allowing us to address this matter further. As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.
Sincerely,
Erika M
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I am an active duty member stationed in Japan. I took leave bringing my family to the Philippines for a vacation. I made reservation through Expedia booking *** but shortened the dates since we wanted to travel to another location in the Philippines which was also booked through Expedia. I called *** to cancel some of the dates but they informed me to call Expedia. I called Expedia and Expedia emailed me stating that they called *** and because I cancelled early enough there was no penalty and I will get my full refund back. I checked in at *** and informed them about my refund and they informed me that it was between me and Expedia. I called Expedia after my vacation and the individual I talked to on the phone stated he is seeing the email stating that there is no penalty, but because my refund is more than $1000 he needs to discuss with his supervisor. He continues to inform me that I should be seeing my refund in 2 weeks. I gave them a month and still no refund. I emailed Expedia and I was informed that they are calling *** and my request was not approved. I informed them that I received an email from them stating that this was already approved but all I keep getting is that they apologize for the inconvenience but it was not approved. I feel like I’m going in circles with Expedia and being stationed overseas it is hard for me to call due to the time difference and as well as the cost of long distance rate. I have all the email stating it was approved and my case number with Expedia is ***. Any help in this matter is greatly appreciated since Expedia displayed no integrity resolving the issue.
May 27, 2019Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
ng PHL to check in December 7, 2018 and checking out December 15, 2018. The terms of the booking were as follows: Refundable Cancellation and change policy Cancellations or changes made before 12:01 AM local *** time, Friday, November 30, 2018 are subject to a *** fee equal to 50% of the total amount paid for the reservation.The customer contacted Expedia, requesting to change her booking to a check out date of December 11, 2018. On November 12, 2018 the *** was contacted and the customer was advised the change could be made without penalty from the ***. The *** Sanctuary later advised they would not agree to the refund of the customer for December 11, 2018 through December 15, 2018, and they billed Expedia for the entire amount of the original itinerary.Expedia regrets the inconvenience the decision of the *** has caused our customer. As a courtesy, on May 27, 2019 Expedia has provided the customer a refund $1260.63 processed back to their original form or payment as follows: Tuesday, December 11, 2018 $ 310.24 Wednesday, December 12, 201 310.24 Thursday, December 13, 2018 310.24 Friday, December 14, 2018 329.91
Dear Revdex.com,Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund request.Our records reflect on 10/6/19 the customer accessed Expedia.com and self-booked itinerary #*** for ***, M
TOTAL REFUND $1260.63
The time it takes for the credit to be available in the customer’s account depends upon how quickly her bank processes refunds.In addition, Expedia has provided Ms.’s online Expedia account with a $200.00 Expedia Travel Coupon that can be redeemed toward the future purchase of an Expedia Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within her account. We hope she will allow us the opportunity to improve upon her experience in the future.We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne GTier 3 Corporate Correspondence
Tell us why here...
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 trip to Jamaica on the Expedia mobile app. The hotel I chose is the *** in Ocho Rios. Under the hotel amenities, it states ‘free airport transportation’. About 10 days before my trip, the hotel concierge called and told me that it will cost $300 for a round trip airport transportation. I called Expedia and they asked me to go to a full website instead to find a detail under a section called “Promotions” and click on it to see where it states that the free transportation only includes the other airport and not the airport I booked via Expedia when I booked this trip as a bundle. Because there is a information discrepancy between the app and the full website, the rep I spoke with created a case where they can take a look at it. They called me back the next day and told me, well you should had read your confirmation email where it says airport transportation is offered for a fee. WHAT ABOUT YOU GET YOUR APP RIGHT IN THE FIRST PLACE!!! The supervisor asked me to email the screenshots of the app where it DOESN’T say only 1 airport is included. I sent them all of the screenshots and they also verified that on the app, it indeed doesn’t say only 1 airport is included. Yet they still say we can only issue a $100 coupon. THE AIRPORT TRANSPORTATION COSTS $280!!! The only thing it says on the app is that “free airport transportation” At this point I’m already extremely frustrated. But they have the AUDACITY to still tell me, oh yeah it only says free airport transportation, but we can only issue a $100 coupon. I asked to speak to a manager, then the manager says ok $200 coupon. At this point I literally feel like Expedia is INSULTING me. I am a returning Expedia customer, but after this, definitely not returning nor recommending Expedia to any of the people I know.
May 25, 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 package. We understand *** is requesting a refund for airport transportation.
Our records indicate on April 2, 2019 ***, or a person authorized for the account purchased a package including roundtrip flights and a four night reservation with the *** via itinerary ***.
We understand that the customer was having difficulty setting up airport transportation. We corrected the flights to arrive into Montego Bay and provided a new itinerary, number ***.
We contacted the property to discuss the airport transportation and were advised that complimentary transfers have already been set up. As the airport transportation is without cost, reimbursement will not be necessary.
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 hotel room at *** Marina CA through expedia.com and then called in to change the date of the booking. expedia got the authorization from the hotel to issue a full refund for original booking and do a new booking. Expedia charged me again for the new booking and didnt refund the original booking. I called customer care and they refunded the amount. But when I reached the hotel, the expedia charge card on the booking didn't work. It was 10pm in the night and my family was stranded at the lobby for an hour and a half. So hotel asked me to pay and requested expedia to cancel and refund the booking amount. I paid the hotel directly. Expedia went ahead and cancelled the booking, but didn't refund me the money yet. I have spoken to three supervisors in their customer care for the past 2 months and every time I was promised the refund, but the refund never arrived.
Expedia Case ID:
May 23, 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 March 25, 2019, Mr. *** or an authorized user of the Expedia account booked a one-night hotel reservation at the ***, checking in on April 18, 2019 and checking out on April 19, 2019; via itinerary ***. A confirmation email was sent on March 25, 2019, was first opened on March 27, 2019 and reviewed three times.
Upon receipt of your complaint, we investigated the issues which were brought to our attention. We can confirm on March 26, 2019, Mr. needed to change the date of the reservation. Our representative called the hotel and they agreed to change the date with no penalty. Our representative emailed the customer the hotels policies. On March 27, 2019, Mr. called in and wanted to change the date of the reservation to April 18, 2019. Our representative called the hotel and the change was approved. On April 18, 2019, Mr. was trying to check in at the hotel, the hotel was not able to check him in. On April 22, 2019, Mr. called to check on the cancellation refund of $130.00. From May 7, 2019 through May 17, 2019, there were numerous email communications between Mr. and Expedia about the charge amounts and refunds. On May 17, 2019, Mr. called in to follow up on a refund request. Our representative checked previous cases. Mr. first called to make a change. The change was approved without any penalty. Mr. called the next day to process the change but the agent who processed the change forgot to select “done” when selecting the waiver and it caused a charge of $130.55. Mr. then called us because of the charge and the agent refunded $110.57, later when the customer went to the hotel and they would not let him check in because the EVC was not working. Mr. advised the hotel charged him $103.70 directly and allowed him to check in. Our representative advised of the refund timeline and applied a voucher to compensate for the inconvenience and also for the points lost.
After further review, on March 27, 2019 there was a $110.57 refund issued to card ending ***. On May 17, 2019 two refunds were issued one for $19.98 and the other for $99.03. The account has been fully refunded and the refund should appear on your account in three to ten business days from the date they were processed.
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
When I first did the booking with Expedia I had reach out to them regarding the reservation to cancel it within hours from booking it because I noticed it was for the wrong hotel location. They told me that the changes to the reservation could’ve been mean they had to stick to that reservation. When I called The hotel A week prior to me leaving to let them know I need a late checking and I also was making sure that they had a crib available for me to have in the room the location t A week prior to me leaving to let them know I need a late checking and I also was making sure that they had a crib available for me to have in the room the location tell me that unfortunately that’s not something that the location provides. My daughter was part of my reservation and it is listed as she is an infant. The online service should not allow me to book travel if they couldn’t accommodate my travelers. In the same aspect that it doesn’t Allow to book more than 6 travelers at a time. I contacted Expedia to let them know what the hotel just told me. They said that the only thing that they could do was cancel my reservation issue me a refund and give me a $50 credit for the inconvenience they cost me. They have never followed up with a cancellation email they said I am supposed to wait seven days for a refund when my trip is takIng place in 7 says. I asked them if they can just book the reservation to the hotel I need it and pay for the difference in the price had changed and they said they couldn’t do it. They’re saying they said there’s nothing no one else could do. Hopefully you guys can help me address this with upper management.
May 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you for
taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mrs. *** (Revdex.com case number ***)
regarding a hotel reservation. We understand Mrs. is requesting a refund
for the difference in price between her original and new hotel bookings
associated with itinerary ***.
Our records
indicate that on February 27, 2019, Mrs., 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 Philadelphia, PA to Orlando, FL, departing on May 25,
2019, and returning on June 1, 2019.
A nonrefundable hotel reservation
with the Extended Stay *** Center, Orlando, FL for a check
in on May 25, 2019, and a check out on June 1, 2019. The total cost of the
hotel portion was $428.14.
A car reservation with ***, Orlando, FL for pick-up on May 25, 2019, and drop off on June 1,
2019.
Upon review of
the customer’s complaint, we can confirm that on February 28, 2019, she called
Expedia stating the incorrect hotel was booked due to a site error on Expedia’s
part. Mrs. requested to cancel
the hotel portion of her package and receive a refund. By utilizing a program showing what the
customers see during their booking process, Expedia verified the *** Center was the hotel selected and booked by Mrs.. Nonetheless, we reached out to the vendor to
request a refund on Mrs.’s behalf. Unfortunately, the refund request was
denied.
On May 17,
2019, Mrs. called Expedia as she spoke to the hotel vendor who stated
they cannot offer a crib for her stay. We reached out to the vendor who advised
us that they will make an exception to their nonrefundable policy by cancelling
the hotel reservation and issuing a full refund in the amount of $428.14.
Expedia serves
as third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restriction of those
providers. We hope you understand we must adhere to the policies dictated by
the hotel.
Mrs.
contacted Expedia on March 19, 2019, inquiring of the $428.14 refund and a
$50.00 Expedia Travel Coupon. Expedia’s
representative issued a refund of $428.14 and deposited a $50.00 Expedia Travel
Coupon to Mrs.’s account. The customer self-booked a new hotel
reservation using the $50.00 Expedia Travel Coupon, under itinerary ***.
The hotel reservation was with ***, FL, for a check in on
May 26, 2019 and a check out on June 1, 2019. After applying the $50.00 coupon,
the customer paid $650.96 total.
In respect to
Mrs.’s concerns with crib availability at the *** Center, we can confirm that the following disclaimer was
provided in the hotel’s description, and accepted by the customer during the
booking process:
Children
and extra beds
Children
are welcome.
Rollaway/extra
beds are not available.
Cribs
(infant beds) are not available.
While we regret
Mrs.’s experience was not as we would have hoped, as the additional
expenses were not a result of any action or error on Expedia’s part, we are
unable to fulfill her refund request.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further questions
or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence
Team
For the past 2 days at a total of 5 hrs, I have attempted to book a trip through expedia. Each time I tried to book, I got through the booking process, was directed to my payment, selected the payment but when I hit complete booking, my trip just went away. I attempted this booking 6 times to no avail. Each time I called Expedia, only to be put on hold for 30 min at a time and each time was told they could not help me rectify the problem. At one point after I told them I would just take my business elsewhere, they told me that would probably be the best thing to do because they were unable to help me. I have used expedia before and had no problems but this has been a very aggravating experience.
May 23, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a package refund request.
Our records show on May 17th, 2019, Ms. attempted to book a package which included a flight on Expedia.com. Ms. encountered an issue when attempting to complete the booking using a company called “***” which is a company that provides a loan in order for the customer to be able to pay the package. Ms. contacted Expedia by phone and the agent was also unable to complete the booking. Ms. is requesting Expedia to honor a price she mentions she was previously quoted.
We have researched Ms.’s complaint, and are unable to honor Ms. request per Expedia’s Terms of Use on our website. Expedia will only guarantee airfare once a purchase has been completed. Please see a portion of the Terms of Use provided below.
LIABILITY DISCLAIMER
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Expedia Companies, the Expedia Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protection statutes, or otherwise, and even if the Expedia Companies, the Expedia Partners and/or their respective suppliers have been advised of the possibility of such damages.
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.
Daniel A
Customer Correspondence Team
I bought Airline tickets through Expedia to travel to Brasil with my family in Dec 2019. I bought these tickets in February 2019.
I was notified of a change in itinerary in the email below on May 16 2019.
The schedule change offered to me is outrageous.
Expedia has declared that they are exchanging inconvenient flights for flights that still exist but are being sold for a much higher price.
I have gone to both the *** and *** website and the flights that I purchased are still available.
The changes Expedia propose are detrimental to my family and I for the following:
1. My itinerary on Jan 3 2010 starts in Rio. In my original itinerary, My flight *** left at 10:50pm. I have tickets from Rio to Sao Paolo to fly on the afternoon of Jan 3. The proposed flight changes oblige me to fly from Sao Paolo at 9:30am on the morning of Jan 3, so I must now fly to Sao Paolo the night before,.
2. For your proposed change, I must pay an extra night’s accommodation in Sao Paolo the night before this return flight, as the accommodation I had in Rio is not reimbursable.
3. My stay in Rio is being cut short by whole day.
4. The original itinerary was a direct flight *** from Sao Paolo to Dallas. The proposed itinerary stops in Miami.
5. The original itinerary had me arriving in Dallas at 5:10am, in time to make a connecting flight to Houston at 7am. The proposed itinerary has a flight from Miami to Dallas which arrives at 9:18pm, and the connecting flight to Houston is at 7am the following Day. This obliges me to book another night’s accomodation in Dallas for my family and myself.
6. The original travel time from Sao Paolo to Houston was 13h18min. Your proposed itinerary will take almost 25!
I paid for tickets that were confirmed by Expedia.
The flights that Expedia sold me are still available. They have not in any way been changed by either *** or ***.
I have spoken with both *** and *** and they do not know of any changes
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 Mrs. *** (Revdex.com case number
***) regarding an airline schedule change.
We understand Mrs. *** is requesting to reinstate the
itinerary to the original schedule.
Our records indicate that
on February 16, 2019, Mrs. *** or an authorized user of her Expedia
account, self-booked flight reservations for four passengers under itinerary
***.
The outbound
was on December 21, 2019, on *** leaving Houston, TX, USA at 2:55pm
and arriving in Dallas, TX, USA at 4:10pm, continuing on *** from
Dallas, TX, USA, leaving at 7:20pm and arriving in Sao Paulo, Brazil at 9:35am
on December 22, 2019.
The inbound
was on January 3, 2020, on *** leaving Sao Paulo, Brazil at 10:50pm
and arriving in Dallas, TX, USA at 5:10am on January 4, 2020, continuing on
*** from Dallas, TX, USA departing at 7:00am, and arriving in
Houston, TX, USA at 8:08am.
The total
flight cost is $3549.32.
The validating
carrier is ***
Upon further review we can
confirm, *** initiated schedule changes on Mrs. ***’s
inbound flight due to the minimum connection time of 50 minutes in Dallas, TX,
USA is not sufficient enough. The
airline provided the three options to the customer through email sent by
Expedia on May 16, 2019:
Departing with
*** on January 3, 2020, from Sao Paolo, Brazil at 9:30am, connecting
in Orlando, FL, USA and Dallas, TX, USA, with the last segment leaving from
Dallas, TX, USA at 7:00am on ***, and arriving Houston, TX, USA
at 8:08am on January 4, 2020. This trip starts 13 hours and 20 minutes earlier
and ends at the same time as the original.
Departing with
*** on January 3, 2020, from Sao Paolo, Brazil to at 10:45 am,
connecting in Miami, FL, USA and Dallas,
TX, USA with the last segment departing from Dallas, TX, USA at 7:00 am with
***, arriving Houston, TX, USA at 8:08 am on January 4, 2020.
This trip starts 12 hours and 5 minutes earlier and ends at the same as the
original.
Request a full
refund from the airline.
Furthermore, Mrs. ***
called Expedia on May 17, 2019 to decline these flight options. Expedia offered the customer a full refund
but she stated that she will need to consult her husband. As of this time, no call was made by the
customer.
Nonetheless, we reached
out to the vendor to request approval on the new flights found on our website
that is almost similar to the customer’s itinerary:
The inbound
flight is on January 3, 2020 departing at 10:50 pm from Sao Paulo, Brazil and
arriving in Dallas, TX, USA at 6:10 am on January 4, 2020 , with a connecting
time of two hours and thirty-five minutes in Dallas, TX, USA. The flight will leave from Dallas, TX, USA to
Houston, TX, USA on January 4, 2020 at 8:45 am arriving Houston, TX, USA at
9:54 am.
Expedia tried to call the
customer for the last two days, unfortunately, our calls were routed to
voicemail. This flight option is still available. The customer may also request
for a refund but will have to book for the new flights on their own at current
cost.
To accommodate these
reservations, or receive a refund, Mrs. *** will need to call Expedia
and speak with a representative to advise of her decision.
Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and *** and is subject to the rules and restrictions of those
providers. *** is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on these bookings. We hope you understand we must adhere to the
policies dictated by the vendor.
For further information,
the full terms and condition of the “Vendor Rules and Restrictions” is
available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
We regret Mrs. ***’s
experience was not as we would have hoped, and any subsequent inconvenience
caused. Expedia welcomes customer feedback in our ongoing effort to improve
upon the customer experience.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I greatly appreciate your assistance. Without your involvement, Expedia would not have taken further action to find this very satisfactory resolution.
Thank you.
Sincerely
We purchased the insurance for out flight and could not afford to go out of the country because a venue canceled out ceremony 2 weeks before out wedding because we black (***) nashville tn. I left them a review too. But we purchased the insurance thinking it would cover something like this cause its expensive to go Jamaica. Nope it dont cover nothing but death and some other .
I booked a hotel at the ***, Luray, VA, 22835 United States of America on 4/6/2019. Itinerary # ***. Hotel's front desk claims that Expedia did not send the booking request to them. I called *** at Tel: 1 (877) 247-9261 who also stated Expedia did not send the request to them. I called Expedia on the same day and the issue cannot be resolved. I was not able to stay at the room that I booked and it ruined my vacation. I have made multiple phone calls for refund but Expedia cannot help me on the phone. Every time it takes 30 minutes of waiting time and a customer representative, Karen, just hung up on me. I tried to submit an online claim directly to Expedia but it says "Please note we cannot provide the following services over email:Refund requests."
May 24, 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 of the reservation.
Our records indicate on April 6, 2019 ***, or a person authorized for the account, booked one night with the *** for check in on May 13, 2019 for $217.79.
We coordinated with the travel supplier and a refund of the reservation was provided on May 24, 2019 in the amount of $217.79. The refund timeframe varies based on the processing time of the credit card company.
As a gesture of goodwill, we have added a coupon to the customer’s account that may be used towards a prepaid hotel or hotel package reservation made over the next year within the account. The coupon and its terms and conditions may be viewed in the account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
I have been using Expedia for few years in spite of the poor feedback from friends without issues until I decided to book an international flight for my parents . The booking was made back in March and was paid in full . We got the confirmation and assigned the seats . 3 weeks ago I received an email from Expedia stating the time on the flight from Raleigh to New York was changed . that would give my parents less 1.5 hours between the 2 flight which is not a sufficient time . When I called the Expedia agent 3 weeks ago the plan was to change the ticket from Raleigh to Chicago and then to Amman . The agent mentioned there was a price difference with the new itinerary and may process refund with the new ticket . My emphasis was on having a return flight as this trip has been planned for few months .
I have contacted Expedia multiple times to get updates , It has been a big challenge to get in touch with them . Each time I get different answer , obviously their agents have no clue and have poor documentation . I would stay on hold for more than 45 minutes each time and the answer would be "we need to wait for 24 hours" . I called them last night , waited to talk to the agent for 30 minutes , spoke with him for 1 minute and he deferred me to another agent , unfortunately I was on hold for 62 minutes when I decided to hang up .
I called them again this morning , spoke with agent ? Valeri and I was told that I had no flight which is exactly one week before their departure on 5/23 , she didn't know why and gave me an option to book another flight at a later date . Unfortunately I have another family member who already has booked the same flight on 5/23 and can't travel by her self for some issues .
Basically Expedia has ruined the whole trip , I have no clue what happened , where is my money , I wasted many hours talking to them , the whole family is upset and has emotional breakdown . They absolutely have no wok ethics or respect to their customers .
May 24, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to
the consumer complaint from Mr. *** (Revdex.com case number ***)
regarding an airline schedule change. We
understand Mr. is requesting an explanation on what happened to his
flight itinerary and advising Expedia to be held responsible for the new
purchased tickets.
Our records indicate that
on March 25, 2019, Mr. or an authorized user of his Expedia account,
self-booked, a roundtrip flight reservation on *** airlines for two
passengers under itinerary *** with the following details:
The travel on
the outbound flight is from Amman, Jordan to Raleigh, NC, USA, departing on May
23, 2019 at 11:30 am with a connecting flight in New York, NY, USA
The travel on
the inbound flight is from Raleigh, NC, USA to Amman, Jordan, departing on July
15, 2019 at 2:40 pm with a connecting flight in New York, New York, USA
The total cost
of the flight is $2,859.26
Another itinerary was also
self-booked on March 25, 2019 for a round trip flight reservation on *** airlines for one passenger under
itinerary *** with the following details:
The outbound
flight is from Amman, Jordan to Raleigh, NC, USA, departing on May 23, 2019 at
11:30 am with a connecting flight in New York, NY, USA
The inbound
flight is from Raleigh, NC, US to Amman, Jordan departing on July 19, 2019 at
2:50 pm with a connecting flight in Chicago, IL, USA
The total cost
is $1,491.63
Upon further review, we
can confirm, on April 7, 2019, *** airlines initiated a schedule change
on Mr.’s itinerary number ***
. The inbound flight will leave on July
15, 2019 at 6:44 pm and arrive in New York, NY, USA at 8:29 pm. The transit time in New York, NY, USA will be
one hour and 11 minutes. Expedia sent an
email to the customer on April 28, 2019, giving Mr. the two options.
The first
option was the schedule change made by the airline.
The second
option was; the customer may request a full refund, depending on the airline
policy. If the refund is chosen, the
customer was advised to make a new reservation at the prices currently
available.
The customer
was requested to call Expedia to make the choice on the options presented.
The customer replied and advised
Expedia that Mr. is not accepting the schedule change but responded
with his preferred flight: The travel is departing on flight number *** from
Raleigh, NC, USA to Amman, Jordan, departing at 2:50 pm with a connecting
flight in Chicago, IL, USA arriving Amman, Jordan at 3:45 pm.
We reached out to the
vendor and the customer’s request for the preferred flight was approved by the
airline. Expedia contacted the customer to notify the approval of the airline. Mr. explained the preferred flight
he wants with a connecting flight in Chicago is cheaper than his original
flight and asked for a refund for the fare difference. Due to this request,
Expedia is unable to process the Schedule Change as we need to seek another
approval from the airline in regards with the customer’s request.
Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this booking. We hope you understand we must adhere to the
policies dictated by the vendor.
Expedia contacted the
airline to advocate on the customer’s request for the refund, unfortunately,
the airline declined the request and gave this flight options:
Travel on the
inbound is on July 15, 2019 from Raleigh, NC, USA to Amman, Jordan with a scheduled
flight at 2:50 pm with a connecting flight in Chicago, IL, USA; arriving in
Amman, Jordan at 3:45 pm on July 16, 2019
Furthermore, the customer
was advised that the refund was declined by the airline and the flight option
was given to the customer. Due to this,
Expedia was unable to process the change of the flight as we were coordinating
with the airline on the customer’s request.
Per our flight system, the
customer used the outbound flight on May 23, 2019 and we can confirm that the
inbound flight is not cancelled. On May 21, 2019, Mr. contacted
Expedia requesting a refund on the itinerary. As of today, May 24, 2019, our
Customer Care representative is liaising with the airline advocating on the
customer’s request for the refund.
While we regret Mr.
***’s experience was not as we would have hoped, and any subsequent
inconvenience caused. Expedia is now issuing
a $200.00 Expedia Travel Coupon that can be used for any future hotel reservation
on a pay now booking with an expiration of one year.
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:
Thanks for your response but I totally disagree with this explanation , When I called Expedia on 5/21 I was told by Expedia agent that the flight on 5/23 was cancelled and she recommended either full refund or schedule another flight on 5/24 which didn't work for me especially I have another passenger who booked the same flight separately few month ago as stated above . At any rate I had to call *** Airlines my self to solve this issue and my family flew - after all this stress - on 5/23 as planned . I hope my return flight on 7/15 is confirmed ! I NEED CONFIRMATION from Expedia . Plus I never asked for full refund or cancellation of the flight that was planed months ago !!
What bothered me with Expedia was the lack of knowledge of their employees , poor communication skills , not enough documentation and lack of honesty . There is no excuse for a customer to stay on the phone holding for 60 minutes . I have been using Expedia for 10 years and really hate to have a bad experience in the future . I don't think $200 gift would change my opinion or compensate for the time wasted or the stress the whole family had to go through over the last few weeks .
Sincerely