I purchase a airline ticket for 31 May 2019, traveling in the morning (9:15 am) and returning home in the afternoon (2:30 pm) and a rental car from Expedia. After putting in my credit card information and hitting submit, a message came back saying the rental car was n o longer. available. I went back to pick another rental car, however, the price have double. The webpage would not let me remove the rental car, without hitting the back arrow. I hit the back arrow and then hit submit on the airline ticket that I original requested. I decline the extra coverage, and extra service. It read, the ticket could not be cancel without a fee after 24 hours. Once the submit button went through the itinerary printed, however, it was for the wrong flight ( it was showing for a Bargain flight, which I did not select. I called immediately and was place on hold the first time for 15-20 minutes, then it hung up on me. I recalled and was then diect4ed to the manager, who then counted me to corporate level service (Marlein. I explain want happen and she put me on hold to look what happen, she could see where the ticket with rental was became an issue and I had to go back. But from there she said I puck the bargain ticket and no changes could be made. After discussing some more, she informed me she would refund me half the ticket, however, I needed to purchase the new ticket which would end up cost $761.50, various $541.00 out of pocket to get to my destinations -vr- $541.00. I informed her I wanted to talk to her supervisor, where she keep saying she is the highest level you can go. (I asked her are you the supervisor of the department She said No) I had to ask 6 time over here saying they would be nothing, it would be the same outcome. Finally she said she would connect me, however, it would be a long wait. She can on the line 2 time to say the supervisor will be with me, but it 3rd she finally said it was approved, however, I could never get this done again.
Expedia.com Response
• May 20, 2019
May 20, 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 *** requesting an apology.
Our records indicate, on May 14, 2019, Ms. *** or an authorized user of the Expedia account booked one round trip flight on ***, departing May 31, 2019, from Washington, DC arriving in Mobile, AL and returning on June 2, 2019; via itinerary ***. A confirmation email was emailed on May 14, 2019, which has not been opened or reviewed. Later on Ms. called in stating she originally tried to book a package and stated she received a message advising that the price dropped. She then received an error at the checkout page saying that car was sold out. She says she went back and started her selection over and saw same flight as the original that she selected. Ms *** says she checked the price for a bargain price and she booked a flight with *** departure at 9.15 am and returning at 2 pm. But eventually the reservation changed to the Expedia Bargain Fare. Ms. wants the same flights claiming a site error. Our representative called for an escalation. Our next representative took over the call and verified Ms. booked Expedia Basic Economy fare online MAY 14, 2019 but Ms. is not okay with the schedule. Ms *** claims she selected a different schedule when she first started looking for flights including the car portion. Our representative was able to review our back office system and Ms, *** was informed the car was no longer available and she selected a different flight with Basic Economy Fare restrictions and completed the booking. Ms. wants to change, and cancel without any fees. Our representative reiterated the fare rules and Ms. was not okay with what she was advised and asked for supervisor. Our representative was able to get a Superviosr. The supervisor reviewed the account and the details of our back office system and authorization a refund as a onetime exception.
Upon further review Expedia was able to review the back office booking system and the reservation was being booked on an *** Basic Economy Fare but the rental car became unavailable. After Ms. went back and changed information on the reservation the following is what was appeared:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
After clicking on “Continue Booking”, the reservation was created and confirmed. The rules of fare were listed by *** Airline prior to clicking on “Continue Booking”.
The rules of the fare were as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
The rules of the fare were ticket are non-refundable, non-transferable and can’t be canceled or change. Name changes are not allowed. After our representative escalated the call to a Supervisor, the Supervisor reviewed the details of the reservation and Ms. account and decided to make a onetime exception to refund.
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 airline, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by *** Airline. LIABILITY DISCLAIMERThe 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. SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions of third party suppliers will apply to your reservation and purchase of travel-related products and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier which can be found on the Supplier's website. Airlines may, with or without notice, cancel or reschedule your flight. It is your responsibility to check on the scheduled departure time ahead of travel. Expedia shall not be responsible for, or the failure to inform you of, any cancellation of your flights, or changes in your flight schedule. To minimize the impact to your travel plans, you are advised to purchase travel insurance to cover travel disruption. You agree to abide by the terms and conditions of purchase imposed by any third party supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the third party supplier's rules and restrictions regarding availability and use of fares, products, or services. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Please accept our apologies for the inconveniences that have been experienced our Supervisory Staff authorized the refund of $441.25 as a onetime exception on May 15, 2019 to the *** ending ***.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence TeamTell us why here...
Booked a car rental though Expedia. Nowhere in my reservation does it mention anything about me being charged extra fees per mile, the total amount for the car rental with child seat and taxes/fees is $273.43 (per reservation). When I fly in to pickup the car, I’m informed that I’m going to be charged .75 per mile. I informed the *** agent that nothing about that was mentioned in my reservation. She looked through my reservation on my phone and agrees. She tells me that she made notes in her system and I’d need to call *** customer service and they will adjust my price. I then call the number that the *** agent gave me, the man tells me that he can’t make any adjustments until I return the car. He said once I return the car to call back and they’ll adjust it. I return the car yesterday evening. I call the *** customer service (once again) to finally have my price adjusted. They inform me that they can’t adjust anything, that they’re sorry, and that I’d need to contact the booking company Expedia. I call Expedia customer service and tell them the scenario. Put on hold a number of times. After being sent over to a manager (an hour and a half later) they tell me that they’re sorry and can’t do anything. They said *** overcharged me on something and I’d get a $34 refund to my card. Expedia said that the absolute most they can do is give me a $200 credit towards my next vacation. The problem with all of this is that I’m being charged $709.47 for my car rental that Expedia said would cost a total of $273.43. My car rental costed almost three times of what they advertised. I’ve taken screenshots of each page of my reservation and nowhere does it mention I’ll be charged my mile. Also, if the *** agent would have told upfront that it couldn’t get fixed and I’d get charged, I never would have booked this rental and would have gone elsewhere. I’ve been absolutely ripped off and it seems that there’s nothing I can do about it.
Expedia.com Response
• May 22, 2019
May 22, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservation.
Our records indicate that on March 31, 2019, Mr., or an authorized user of his account, self-booked a car rental reservation using Expedia’s Mobile Site, under itinerary ***. The reservation was with ***, with a pick-up date of May 9, 2019, and a drop-off date of May 14, 2019. We understand Mr. is requesting a refund of $236.04 for the difference in price of his confirmed car rental reservation with Expedia and to what was directly charged by ***.
Upon receipt of the complaint, we attempted to reach Mr. via phone at *** several times; however we were not successful.
Expedia reached out to *** to advocate on Mr. behalf, requesting approval to issue a refund for the reservation. Regrettably, *** denied the refund request. However, because we value Mr. as a customer, and regret his experience was not as we would have hoped, Expedia is happy to honor his refund request of $236.04.
Since the reservation was a “Pay Later” booking, Expedia does not have any payment information on the account. We kindly ask Mr. to contact our service desk for assistance of the refund process and refer to case ***.
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 booked airline tickets for *** thru Expedia. There was nothing noted in the policy that if the flight was cancelled it had to be initiated thru Expedia. I ended up cancelling the flight within the stated 24 hour cancellation policy and received email confirmation from both Expedia and ***. HOWEVER, United still charged my credit card and refuses to give my credit back. Expedia refuses to help resolve this issue and I am now out 713.20. UNBELIEVABLE. DO NOT EXPECT EXPEDIA TO HAVE YOUR BACK IF SOMETHING GOES WRONG WITH YOUR BOOKING. WOW.
I booked a car rental online for the MCO airport through Expedia. I read all of the fine print and rules; everything looked in order. My reservation was for one midsize car for 7 days for $97.38. When I arrived at the car rental company, Economy, I was blind sided by their insurance policy. I have car insurance, but their policy had more of a minimum coverage than what I have on my policy, so I had to purchase part of their coverage, so my total went to $342.70. I called Expedia when I returned home to explain I would like a refund because their website, including the fine print/ rules, did not included that information. I spoke to a female, and she spoke to her supervisor while I was on hold. Both said they don't issue refunds, I have to contact the travel company they use, Travel Guard, or the rental company, Economy. The female said they use Travel Guard to receive information about the rental car companies to put on their website. If they failed to inform Expedia then Expedia should contact them to fix their own business partner. In addition, *** was going off of their rules, and Expedia failed to inform the customer. I attempted to contact headquarters, but their automated phone system doesn't transfer the call when you select an option. I tried on different days, times, phones, and each of the different phone selection options, but nothing would transfer/work.
Expedia.com Response
• May 23, 2019
May 23, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
***. *** (Revdex.com case number ***) regarding a car reservation. We understand Ms. is requesting a refund
in the amount of $245.32.
Our records indicate that on April 8, 2019, Ms. or an
authorized user of her Expedia account, self-booked a pay later car reservation
using Expedia’s website under itinerary ***. The reservation was with the ***, situated at *** for a pick up on May 1, 2019 and a drop off on May
7, 2019. The collision protection was offered but was not purchased by the
customer.
Upon review of complaint, we can confirm Ms. was
advised and acknowledged the terms and condition of the car reservation before
completing the booking. This car
reservation stated that “the rental may have mandatory local insurance
requirements that result in additional charges at the time of rental.”
Furthermore, an email confirmation was sent to the customer
advising the policies and restriction of the car rental company.
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 such as hotels, car rental,
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking.
We hope you understand we must adhere to the policies dictated by our
vendor.
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
• Jun 03, 2019
Complaint: ***
I am rejecting this response because:My rebuttal is incorrect information. Yes, Expedia was correct, they sent an e-mail confirming the reservation, and details. At the bottom of the e-mail it stated "Rules to remember" then "see the full list of rules and restrictions that apply..." which was a link that took you to the internet. Within that link was "collision damage waiver". It stated "MINIMUM COVERAGE THAT WE WILL ACCEPT FOR SELF-INSURANCE IS 20000USD / 50000USD / 20000USD". Economy's rule (I found out when I got there) is "MINIMUM OF $50 000.00 $100 000.00 $50 000.00".
Purchased a travel package that was 100% refundable within 24 hours. I cancelled within 24 hours and received a charge of $2665.86 that was not refunded. I was initially told that it was only a pre-authorization that would not go through and then on 5/6 that it would be removed within 2-3 business days. Neither of those things were true and I continue to be charged without resolution. The itinerary # is ***. I would be happy to send documentation of the booking, cancellation, subsequent emails from customer service verifying the cancellation and refund along with credit card statements upon request. Thank you!
Expedia.com Response
• May 22, 2019
May 22, 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 for cancelled flights.
Our records indicate, on April 28, 2019, Mr. *** or an authorized user of the Expedia account booked two round trip flights, departing June 10, 2019, from Oklahoma City, OK arriving in Dublin, Ireland and returning on June 16, 2019. The reservation also included an five-night hotel stay at *** along with the Travel Protection Plan; via itinerary ***.
Upon receipt of your complaint, we investigated the issues which were brought to our attention. We can confirm on April 29, 2109, Mr. called in to cancel the reservation. Our representative cancelled the hotel, insurance and voided the flights and issue refunds for the hotel and insurance. On May 10, 2019 through May 21, 2019, there were numerous email communications between Mr. and Expedia about the refund. On May 22, 2019, Mr. called in because he has not received the refund for the flights that were cancelled during the void window. Our representative informed Mr. the charge was cancelled at the time the tickets were voided and that the funds should reappear onto his account.
After further review, on May 22, 2019 Expedia contacted *** and *** was able to verify the tickets were voided and advised they did not show a charge was processed. They also advised they would send an agency memo and authorized Expedia to issue a refund. The refund has been issued to the *** ending ***, a refund receipt has been emailed. The refund will appear in three increments on the card $999.99, $999.99 and $665.88. the refund should appear on your account in three to ten business days.
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,
I booked a bundled package on expedia.com and paid for it on March 22nd 2018. My emailed receipt states the total was $1770.21. My credit card was charged $2131.64. I was overcharged for this package and would like to be refunded the difference for a total of $361.43. I have a copy of my emailed receipt I can provide to the company. I would of contacted the business earlier but I didn't notice the discrepancy until I reviewed my credit card statement.
Expedia.com Response
• May 23, 2019
May 23, 2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a package reservation. We
understand Ms. is requesting a refund in the amount of $361.43.
Our records indicate
that on March 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:
The travel is a round trip flights with
***
The outbound flight is from Reno, NV to
Lihue, HI departing on May 8, 2019 at 6:00 am, arriving Lihue, HI at 11:58 am
with a connecting flight in Los Angeles, CA.
The inbound flight is from Lihue, HI
departing on May 13, 2019 arriving in Reno, NV on May 14, 2019 at 7:51
am with a connecting flight in San Francisco, CA
The flight reservations were made for
two adults and one child for a total of three passengers.
Total cost for the flight is $1,084.29
The hotel reservation is a pay now,
refundable booking with ***, Kapaa, HI, for a check in on May 8,
2019 and a check out on May 13, 2019. Total cost is $849.41
The car reservation is with the *** for Economy 2/4 door car with a total cost of $197.94
Total cost of the package reservation is
$2,131.64
Upon further
review, we can confirm that during the purchase of the package itinerary, Ms.
***, agreed to the price of the total package that is due at the time of
booking is in the amount of $2,131.64.
Furthermore,
we can confirm that Ms., was on our website at least eight minutes, after the
itinerary was processed and confirmed. The customer rechecked the price of the
package by simulating to rebook the same flights, a hotel and a car. The price
was the same, the total cost is $2,131.64.
Although the customer received an email confirming the amount for the
package itinerary booked was $1,770.21, Ms. is aware that the price agreed
before completing the booking was $2,131.64.
We regret
Ms.’s experience was not as we would have hoped, based on the information
provided above, Expedia is 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
Customer Response
• May 29, 2019
Complaint: ***
I am rejecting this response because: MY RECEIPT SHOWS I WAS TO PAY $1770.21 FOR THIS TRIP. I WAS OVERCHARGED AND I WANT TO BE REFUNDED THE DIFFERENCE IN PRICE. THIS IS THE CONFIRMED RECEIPT EMAILED TO MY BY EXPEDIA.
Please tell my why I placed a cancel free and change free order and I couldn’t change it? I looked several nights in a row including last night. They had 6 at $131 last night available, but for some reason I couldn’t change my reservation. I called today, big mistake. I was on hold for 28 minutes after being told, phones calls would be answered in the order I placed and I had an estimated hold time of 2 minutes. After 28 mins, I called from a different phone and was told 3 to 5 mins or be called back (an option I was not given the first phone call. First phone call is still on hold btw). I selected call back option, within 3 minutes I had them on the phone... first phone call on hold. Asked why I I couldn’t change it and was said they were sold out. Lies obviously! Asked to speak with and high up manager, was basically told to screw off.
Expedia.com Response
• May 22, 2019
May 22, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding wanting to be updated about a phone issue he encountered when calling Expedia.
On May 2, 2019, Mr. self-booked a Pay Later hotel reservation on our website for two nights. We understand from Mr.’s complaint, he called Expedia to change the stay from two nights to one night since he was unable to change the stay on our site. Mr. mentioned that he called from one phone and was on hold for 28 minutes, and then called from a different phone and was offered a call back. Mr. claims he received a call back within three minutes.
Upon researching the customer’s complaint, we can confirm that Mr.’s original request to change the stay was successfully made by an agent. The agent had to contact the hotel since this was a Pay Later reservation which means the hotel charges the customer directly. The change was made on a call Mr. made on May 15, 2019
I have now reviewed the call Mr. made on May 15, 2019. Upon answering the call Mr. immediately starts screaming at the first agent and asking why he has “wasted” time on the phone. The Expedia agent asks Mr. for information so she may access his account and Mr. declines to provide any information and instead uses foul language and asks to be transferred to a supervisor. The supervisor who speaks to Mr. initially asks who she is speaking with and Mr. declines to provide his name. After a few minutes the supervisor is able to confirm information regarding Mr.’s account and is able to change the reservation by calling the hotel directly. After the supervisor resolves the change of stay with the hotel the customer asks to be escalated to Expedia corporate support. Mr. complains about being on hold 28 minutes and asks the corporate agent why this happened, the agent correctly informs the customer she does not have that information but will file the issue. Mr. uses foul language and is warned about using profanity by the agent. Mr. acknowledges and then demands to be updated once the issue has been looked at. The corporate agent mentions this is not something that we can do and Mr. threatens to go to the media and file a Revdex.com complaint. The corporate agent mentions Mr. is free to do if he wishes but we may not provide him with an update for a company issue. Mr. become upset and swears at the agent before hanging up the call.
We remind Mr. once again that Expedia may not provide a customer with an update for a phone issue he may have encountered as this would be handled internally. Mr.’s main issue which was to change his booking was successfully made and Mr. acknowledged this on the call. There is nothing further Expedia will provide. The information provided on this response will be saved to Mr.’s account for any further inquiries.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
I purchased and book two nights at *** in Las Vegas May 11-May 13, 2019.
On May 11, 2019 I checked into the hotel at 9:10 pm. I entered the counter where two employees were working. As I approached the counter, Don said, " you need to go back there and stand until I call you up and I'm ready, it'll be at least 5 minutes." I told Don that I didn't appreciate his attitude, rudeness, and don't speak that way to me again. He snapped back and said, "do you want me to end this now and get security over here and escort you out?" I asked to speak with the supervisor and he said he is the supervisor and I can speak to him. There was also another girl at the desk doing nothing and no one else in line. Finally, a third woman came out to help me. Don was still mumbling things to himself at this point.
I was given a room that smelled like cigarettes, even though it was suppose to be non-smoking. They also gave me a room at the very end of the hall from the elevator. I believe I was given this room because of Don's attitude. As I walked in there were bugs and roaches in the room, see photos. I called down to the desk and of course it was Don who answered and told me they were booked up and can not do anything about it, in a sarcastic tone.
Expedia.com Response
• May 20, 2019
May 20, 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 to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on May 11, 2019, Mr., or an authorized user of his account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***. Reservation was for the ***, with a check-in date of May 11, 2019, and a check-out date of May 13, 2019. We understand Mr. is requesting a refund for his reservation due to the poor service received from the hotel.
Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that Mr. contacted Expedia regarding this matter.
Expedia reached out to the *** to advocate on Mr. behalf, requesting a refund approval for the reservation. Regrettably, the hotel denied the request as Mr. utilized the entire reservation.
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. Expedia does not own, operate or otherwise run any hotels. Any unforeseen circumstances that have occurred through their services offered, would need to be addressed directly by these providers.
We regret Mr.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor his refund request.
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 book the international travel ticket for my sister, named *** from expedia.com. The Itinerary #*** with *** Confirmation # *** . The flight details are New Delhi to Chicago 23rd May,2019 and return from Chicago to New Delhi on 23rd June, 2019. Now after I booked the ticket and few days after I got my credit card statement the amount for the ticket(USD1233.53) was charged twice on my card on which I called the bank to revert back the duplicate amount. I also have travel protection through expedia on the same itinerary for which I spend USD80.00. Now few days back I saw the ticket has been cancelled, so I first paid twice the amount and then they refund me one amount and took the actual amount which I have already paid to the expedia or *** as I don't know the internal business, but the ticket is cancelled. I have been trying to connect with both expedia and *** for past 3 days to resolve my issue and there is no response. Expedia is still responding saying they will resolve the issue in 24hrs for which I got an email but that is over yesterday and then when I called yesterday they said it usually take 48hrs or 72hrs. Everytime, I call I hear something new and no resolution. Talking about ***, they are not even responding, the helpline goes on IVR which is always busy without responding. So I want to file this complaint so that I can get the confirmed ticket for which I have already paid to expedia.com or ***.com.
Expedia.com Response
• May 20, 2019
May 20, 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 Mr. *** (Revdex.com case number ***) regarding a flight. We understand Mr. *** is requesting a reconfirmation of a flight and compensation.
Our records indicate on March 20, 2019 Mr. ***, or a person authorized for the account booked flights with Air India for one passenger travel from Delhi, India to Chicago, IL, USA, departing on May 23, 2019 and returning on June 24, 2019 via itinerary number ***. A Travel Protection Flight Protection Plan was purchase with the flights.
Air India is the merchant of record for the flights (the entity that charged the credit card). Expedia was first contacted for assistance with the flights after the customer disputed the charges and the airline canceled the flights.
We reinstated the flights on May 16, 2019 at no cost to the customer. The flights can be reviewed on itinerary ***. We’ve re-sent a confirmation email to the customer for the itinerary on May 20, 2019.
As a gesture of goodwill, we provided a coupon worth up to $100.00 off a prepaid hotel or hotel package, booked in the customer’s account within the next year. The coupon and its terms and conditions may be reviewed in the customer’s Expedia account.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a hotel with expedia.com but when I got the confirmation I realized that I got a nonrefundable room for the wrong date. The date that I booked it for was for a celebration party that we were supposed to have for my grandfather but he just passed away on Mother's Day. So when I booked the date it was supposed to be for this weekend May 17-18th for his funeral. I have been on the phone with expedia.com for 3 hours now and they have not tried to help me in changing the date to this weekend. Instead they are trying to charge me for the room twice. I had a hard time paying for this room the first time if they don't change the date I won't be able to go to my Grandfather funeral.
Expedia.com Response
• May 21, 2019
May 21, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 May 15, 2019, Ms., or an authorized user of her account, self-booked a non-refundable hotel reservation using Expedia’s Mobile Site, under itinerary ***. Reservation was for the ***, with a check-in date of June 14, 2019, and a check-out date of June 15, 2019. We understand Ms. is requesting to modify the travel dates for her reservation.
Upon receipt of the complaint, we can confirm that Ms.’s request to modify her reservation was addressed and resolved on May 15, 2019. The hotel reservation dates were changed upon her request to check-in on May 17, 2019, and to check-out on May 18, 2019.
Again, we thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• May 22, 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.
We had purchased airline tickets with Expedia.com itinerary *** & their travel insurance on their website case *** with *** 4-10-19. Due to destination wedding changes, we requested cancellation & refund claim on or around 4-18-19. Aug denied our refund claim due to limited restrictions on their policy, Expedia purchased non-refundable tickets preventing any credit with ***. Expedia customer services contends they must follow conditions of the airlines & can not assist with any claim credits or assistance. My credit card company will not assist in this matter, referring back to Expedia & their policy. My issue is I’m out $406.20 for deceptive & unreasonable policies by Expedia & *** for purchasing non-refundable tickets, providing useless insurances that have unknown limitation until you file a claim, yet refer these issues back to other agencies & policies & not their own. Requesting to halt these practices, provide optional refundable tickets & provide us a credit of $406.20 for trusting their business to handle our travel needs.
Expedia.com Response
• May 17, 2019
May 17, 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 refund.
Our records indicate on March 25, 2019 ***, or a person authorized for the account, booked a roundtrip flight for one passenger with ***, traveling from Honolulu, HI to San Jose, CA, departing on May 23, 2019 and returning May 30, 2019 via itinerary ***. The customer also purchased the Travel Protection Flight Protection Plan with Travel Guard.
We reviewed the booking data. At the time of booking the terms and conditions were provided and accepted by the customer. They were also provided via an email confirmation and the items could be canceled within 24 hours of booking. They included:
Airfare:
· Tickets are nonrefundable and nontransferable.
The terms and conditions for the Travel Protection Flight Protection Plan include:
Section II – Benefits
TRIP CANCELLATION AND INTERRUPTION
The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner;(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; (2) Sickness or Injury of a Family Member not traveling with the Insured;(3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to canceler interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.(b) the Insured’s Primary Residence or Destination being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary; (c) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed, required to serve on a jury or required to appear as a witness in a legal action, provided the Insured or a Traveling Companion is not: 1) a party to the legal action; or 2) appearing as a law enforcement officer; (d) the Insured or Traveling Companion is called to active military service or military leave is revoked or reassigned; (e) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;(f) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;(g) the Insured and/or Traveling Companion is directly involved in a traffic accident, substantiated by a police report, while en route to the Insured’s Destination.
Expedia is a third party intermediary for vendors such as airlines, hotels and rental car agencies. The terms and conditions for the items come from the vendors and Expedia is not able to override them.
While we understand that *** is not planning on utilizing the flight purchase we will not be able to provide a refund. The flight and fare selected was nonrefundable and Expedia provided the terms and conditions, which were accepted prior to booking.
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 17, 2019
Complaint: ***
I am rejecting this response because: We were unaware of the non-refundable tickets purchased through Expedia, the travel insurance promoted by Expedia did not provide the specifics mentioned until after the claim was submitted. Will no longer do any business with them & will let family & friends know of their unfavorable practices. If I would have known, I would have booked directly the airline. Expedia services are useless.
A flight was advertised on *** flights from Bucharest to Bangkok for 695 Euros through several providers. I chose Expedia as they have been reliable in the past. I bought the ticket and received an email saying my reservation had been "booked and confirmed" on ***. I went to *** website to confirm the flight and choose seats.
The following day I received an email from Expedia stating (all English mistakes are theirs) "We have attempted to contact you, on phone number listed in your user profile." and "we are unable to issue ticket due to some airline error. So in this case you need to create new booking from the airline website." and "Please do not reply to this e-mail as this mailbox is not monitored."
As I was traveling I could not receive the call or contact them. However, my first question to Expedia was, why call me when you confirmed the ticket with an email, along with sending me this new email? I could have easily replied. I checked my booking on ***. It was still valid.
The next day I received another email: "We were unable to issue ticket and asked you to book directly with the airline but now we have found the same flights with the same timings." and " Please call us back so that we can issue your tickets by today itself." Strangely, it also mentioned "As of now the fare has changed; and the availability might do so too." Again, I checked my booking on Austrian. It was still valid.
At this point I emailed Expedia customer service and explained the situation. Before they could reply to that email, I received another email which stated the ticket had been cancelled. I began a string of correspondence with customer service. The admitted no fault. They did say:
"The nature of your query can not be resolve via email." (why?)
"Your flights were cancelled by the airline." (not true)
"We tried reaching you multiple times however, call did not went through and we were not having any alternate option." (email?)
Thank you.
Expedia.com Response
• May 17, 2019
Dear Revdex.com, Thank you for taking the time to contact Expedia.ie regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.ie is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia.ie is responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the itinerary ***.We understand that Mr *** booked a flight reservation on our website at a cost of EUR 694.11, however, ticket wasn’t issued. In review, we found that two of the flight segments (Munich to Bangkok on 14th Dec'19 & Bangkok to Munich on 3rd Jan'20) were unconfirmed by the airline prior to ticket issuance, therefore, the ticket couldn’t be issued. As the ticket wasn't issued, the booking amount wasn't charged for this reservation.We contacted Mr *** directly and he has now booked a new flight reservation under itinerary ***, with different airline (***) at a cost of EUR 920.39. The ticket has also been issued successfully for the new reservation (ticket number: ***).Basis on the concerns raised by Mr ***, we’ve initiated the refund of price difference i.e. EUR 226.28 (EUR 920.39 – EUR 694.11) as a one time exception. The refund should be credited to the original form of payment within next 5-7 working days. Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Kind Regards, Arun K Priority Customer Escalations AgentExpedia.ie
There were two travel coupons on my account, one has expired as of 5/2, the other is set to expire on 5/31, later this month. I requested the live chat rep with Expedia reissue both, one was issued due to issues with a past stay at ***, the other was redeemed as part of travel points which I accumulated, I do not know which is which. The remaining coupon, which is also in the amount of 50.00, will expire on 5/31 and I am not able to make my booking by this date, as the other party traveling with me is not able to confirm time off from work. I request both coupons reissued if possible, Expedia should be able to remove the one set to expire, reissue it with a future expiration date, as is the case with the expired coupon.
Expedia.com Response
• May 20, 2019
May 20, 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 concern from Mr. ***, Revdex.com case number *** requesting an extension on the expiration date of our coupons.
Upon further of Mr.’s Expedia there is one $50.00 active coupon. Expedia coupons had a 12 month validity period and expires on May 31, 2019. There are no other coupons that are active on Mr.’s account at this time.
The coupons appear as follows:***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Coupons are placed on Expedia customer accounts for various reasons, could have been an earned promotion or compensation; but based on when the coupon was applied to the Expedia account the validity period of 12 months does no fluctuate.
Based on the above Expedia is not able to extend the expiration date of the coupon and nor are we able to void and add a new coupon. The existing coupon is valid until the expiration date of May 31, 2019, if it’s not applied to a reservation prior to the expiration date it would be lost.
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 20, 2019
Complaint: ***
I am rejecting this response because: I believe they are able to in fact reissue the coupon(s) as they have done so in the past. It appears their rep is unwilling to do so, will not make an exception in this case..
Expedia's web application displayed a total car rental of $387.87 for a *** from 5/10 to 5/17. The amount displayed indicated it included all service charges and fees.
When arriving at ***, they charged me $472.16 and indicated this was the amount that they quoted *** including the child seat. When I called to speak with Expedia about the issue, they indicated the charges are always subject to change, however, *** indicated their API quoted the $472 amount to Expedia when I made my reservation.
After over 90 minutes on the phone, Expedia became confrontational when I have booked $40-$50k in business with them within the last four years. The conclusion of "the charges are subject to change" are unacceptable when you are booking a multi-layered trip including airfare, cars and hotels. Their service was unacceptable and the treatment of a customer that has been loyal for years is not something any kind of business should be able to conduct.
Expedia.com Response
• May 18, 2019
May 18, 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 car rental. We understand *** is requesting a refund.
Our records indicate on April 23, 201 ***, or a person authorized for the account, reserved for a standard car with *** for seven days, with pick up in Boston, MA on May 10, 2019 via itinerary ***. The reservation showed the base and estimated taxes for the reserved time to be $387.87.
On May 12, 2019 the customer contacted us stating they were over charged for the rental reservation. We contacted *** to advocate on behalf of our customer and were advised that the additional charges over the base rate and taxes were for an optional child seat that was rented with the car.
Infant and toddler seats are optional items that are not included in the base rate of the rental reservation. When booking online some accessories such as an infant or toddler seat may be added to the rental as a special request. The website advises for the accessories:
· Requests cannot be guaranteed as they are subject to availability. Payment due at pick-up.
Based on the information above Expedia will not be able to refund the cost of optional items and services taken with the rental car or provide compensation.
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 20, 2019
Complaint: ***
I am rejecting this response because: *** specifically quoted me at their counter in Boston Logan their API sent the quote of $472 to Expedia.
I booked a hotel through booking.com that wasnt supposedto be. harges until arrival. Somehow expedia got it and charged me for iit the day I booked it. I chatted live with a representative that said she could not help me and she was the highest up supervisor. Then she finally sent me a link to email the proof I had which led to a blank screen and she disconnected the conversation. Very rude and unacceptable.
Expedia lists our rooms as sold out and no matter what dates are entered. They redirect guests to other hotels in the area if you try to book a room. This has been happening since January of 2019 and possibly earlier. Expedia said because we had an old account and it was not disabled by them was the cause. Other booking engines get their booking information from Expedia so they also have listed us with sold out.
The only way to end the sold out is to resign up with Expedia. We did resign and they continue to say we are sold out. Other hotels and Bed and breakfast's in the area are also stated as sold out but are not.
When I called to correct the situation I was told there was something wrong on my end with my booking system. I looked up problems with Expedia online and they have the same issue and complaint.
I booked a ticket from US to Mumbai on *** and the airline cancelled its flights. The airline e mailed me to contact my travel agent to process my refund. Since Expedia was my travel agent I contacted them and they refused to process my refund despite the airline cancelling all their flights.I had travel insurance too through Expedia and even they denied the claim. On the other hand my wife who had also purchased a similar ticket from a local travel agent got her refund back in 1 week despite not having travel insurance. All I would say that Expedia sucks and their travel insurance is a scam . Don’t waste your money!
Booked tickets from JFK to India through Expedia. Airline (***) changed schedule. 1st time contacted Expedia on 30th of April 2019. From that day on-wards every time new case number is getting open without resolving issue or re-issuing tickets on different flights. After 13 days still waiting for my tickets to be re-issued.
Contacted *** directly and discussed situation with their manager. *** send information about how to change flights for schedule change to all travel agents and requested Expedia to follow those rules. As of 14th of May still this issue is not resolved.
We need help with this reservation as soon as possible to get my tickets.
Expedia.com Response
• May 20, 2019
May 20, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on January 6, 2019, Mr. self-booked a flight reservation on our website. We understand from Mr.’s complaint, there was an airline schedule change and the tickets were not reissued correctly. Mr. quested for the tickets to be reissued.
Upon researching the customer’s complaint, we can confirm that on May 14, 2019, a corporate customer support agent contacted Mr. and advised him the new tickets had been issued. Mr. verified the tickets online.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. The tickets were reissued and the issue has been resolved to Mr.’s desired outcome.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
Customer Response
• May 20, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is okay,
But it took more than 120 hours my valuable time and frustration to fix this problem from 30th April to 14th May.
End result is okay with me to get my tickets re-issued but not satisfied with their customer support system at all.
Expedia informed me that I would be receiving a $100 cabin credit per cabin that I booked. I only received $50 per cabin. They will not inform me of the person that I made the reservation with so that I can speak to a supervisor. They will not stand behind their promotion.
Expedia.com Response
• May 21, 2019
May 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a cruise promotion which was not received. We understand Ms. is stating that the Expedia booking agent advised she would receive a $100.00 on board credit
Our records reflect on March 21, 2019 the customer contacted Expedia.com cruise for assistance in booking two cabins with *** lines to sail May 6, 2019 from Tampa, Florida to the Caribbean, returning May 11, 2019. Regrettably, our agent was found to have incorrectly interpreted a *** promotion offer and quoted Ms. $100.00 per cabin in onboard credit, rather than $100.00 total for the two cabins. *** provided only the $50.00 per cabin, according to their offer.
On May 15, 2019, an Expedia agent researched and verified the error and advised Ms. to contact Expedia and provide a credit card that we could issue a refund to. Ms. called Expedia on May 15, 2019 and a refund of $100.00 was provided to her. Expedia considers this matter to have been resolved for the customer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
Customer Response
• May 21, 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 rented a car on Expedia on the "Deal of the Day" which included a $100 collision insurance option. I thought I was renting from *** but when I arrived I found out I was renting from ***. I was told they are also *** but all the documentation reads ***. It was alleged that I damaged the bumper after I pointed out damage to the car prior to me taking it off the lot. I was told all damages were in the video tape they took prior to me picking up the car. Upon return home I had a voicemail from *** saying they would be keeping my deposit and I would have to pay for the damage. I explained to the manager the damage was there prior to my departure and once he looked up my account he said just file the claim and you will get your $200 dollars back. With in 24 hours I received an email from *** indicating that there was over $800 in damage and I would need to remit payment or file the claim. It also stated the car was out of use for 2 days which I do not understand as the damage in question is a small scratch on the bumper. I contacted the *** Insurance Agent and was told by him to file the claim as well. I attempted to file with the links the *** Agent provided and his links were wrong. I finally found the correct link and filed the claim *** who the collision damage was through as offered by Expedia. I was told from the *** Agent representing the car company to tell my insurance provider to allow him to speak to them regarding the claim and make all payments made directly to them. Two weeks later I was told by the *** Agent (the car companies insurance) that *** the insurance carrier the collision damage was through on Expedia would only cover $754.11 of the $869.05 they are claiming I owe. I was told by the *** Agent that some insurances do not cover the administration fee and the appraisal fee. I believe and have told Expedia several times this is a bait and switch scheme.
Expedia.com Response
• May 17, 2019
May 17, 2019
Revdex.comChicago & N. IllinoisComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund request.
Our records indicate, on February 4, 2018, Mr. or an authorized user of the Expedia account booked a nine day car rental with ***, picking up on April 12, 2019 and returning on April 21, 2019, along with the Collision Damage Plan; via itinerary ***. A confirmation itinerary was emailed on February 4, 2019 to the email address on the Expedia account and has not been opened or reviewed.
Upon further review Expedia has not been able to verify that there have been any calls, complaints or notifications in regard to the Mr. concerns. On May 17, 2019, Expedia called ***. The message on their phone states, “ thanks for calling *** and ***, represented by ***”. *** was able to confirm there was an insurance claim against the rental car and that there was a collision damage plan with the reservation.
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. In addition, Expedia’s Terms of Use are available for review and were agreed to at the time of booking. They state the following: Additional terms of use will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms of use carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms of use of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.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. As *** is the administrator for the insurance plan that was purchased. If there are any questions or concerns in regard to *** coverage and claims Mr. would need to contact them. Expedia is not able to advise on any claims. The car rental reservation nor the collision damage plane were a bait and switch. The terms and conditions of both are available to Expedia consumers prior to making a reservation and afterward. While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is not in a position to determine coverage or why a claim may have been paid out for a particular amount or denied as the policy is administered by ***. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Customer Response
• May 17, 2019
Complaint: ***
I am rejecting this response because: See attachments for explanation of rejection. Expedia misrepresented *** as ***.
I purchase a airline ticket for 31 May 2019, traveling in the morning (9:15 am) and returning home in the afternoon (2:30 pm) and a rental car from Expedia. After putting in my credit card information and hitting submit, a message came back saying the rental car was n o longer. available. I went back to pick another rental car, however, the price have double. The webpage would not let me remove the rental car, without hitting the back arrow. I hit the back arrow and then hit submit on the airline ticket that I original requested. I decline the extra coverage, and extra service. It read, the ticket could not be cancel without a fee after 24 hours. Once the submit button went through the itinerary printed, however, it was for the wrong flight ( it was showing for a Bargain flight, which I did not select. I called immediately and was place on hold the first time for 15-20 minutes, then it hung up on me. I recalled and was then diect4ed to the manager, who then counted me to corporate level service (Marlein. I explain want happen and she put me on hold to look what happen, she could see where the ticket with rental was became an issue and I had to go back. But from there she said I puck the bargain ticket and no changes could be made. After discussing some more, she informed me she would refund me half the ticket, however, I needed to purchase the new ticket which would end up cost $761.50, various $541.00 out of pocket to get to my destinations -vr- $541.00. I informed her I wanted to talk to her supervisor, where she keep saying she is the highest level you can go. (I asked her are you the supervisor of the department She said No) I had to ask 6 time over here saying they would be nothing, it would be the same outcome. Finally she said she would connect me, however, it would be a long wait. She can on the line 2 time to say the supervisor will be with me, but it 3rd she finally said it was approved, however, I could never get this done again.
May 20, 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 *** requesting an apology.
Our records indicate, on May 14, 2019, Ms. *** or an authorized user of the Expedia account booked one round trip flight on ***, departing May 31, 2019, from Washington, DC arriving in Mobile, AL and returning on June 2, 2019; via itinerary ***. A confirmation email was emailed on May 14, 2019, which has not been opened or reviewed. Later on Ms. called in stating she originally tried to book a package and stated she received a message advising that the price dropped. She then received an error at the checkout page saying that car was sold out. She says she went back and started her selection over and saw same flight as the original that she selected. Ms *** says she checked the price for a bargain price and she booked a flight with *** departure at 9.15 am and returning at 2 pm. But eventually the reservation changed to the Expedia Bargain Fare. Ms. wants the same flights claiming a site error. Our representative called for an escalation. Our next representative took over the call and verified Ms. booked Expedia Basic Economy fare online MAY 14, 2019 but Ms. is not okay with the schedule. Ms *** claims she selected a different schedule when she first started looking for flights including the car portion. Our representative was able to review our back office system and Ms, *** was informed the car was no longer available and she selected a different flight with Basic Economy Fare restrictions and completed the booking. Ms. wants to change, and cancel without any fees. Our representative reiterated the fare rules and Ms. was not okay with what she was advised and asked for supervisor. Our representative was able to get a Superviosr. The supervisor reviewed the account and the details of our back office system and authorization a refund as a onetime exception.
Upon further review Expedia was able to review the back office booking system and the reservation was being booked on an *** Basic Economy Fare but the rental car became unavailable. After Ms. went back and changed information on the reservation the following is what was appeared:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
After clicking on “Continue Booking”, the reservation was created and confirmed. The rules of fare were listed by *** Airline prior to clicking on “Continue Booking”.
The rules of the fare were as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
The rules of the fare were ticket are non-refundable, non-transferable and can’t be canceled or change. Name changes are not allowed. After our representative escalated the call to a Supervisor, the Supervisor reviewed the details of the reservation and Ms. account and decided to make a onetime exception to refund.
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 airline, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by *** Airline. LIABILITY DISCLAIMERThe 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. SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions of third party suppliers will apply to your reservation and purchase of travel-related products and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier which can be found on the Supplier's website. Airlines may, with or without notice, cancel or reschedule your flight. It is your responsibility to check on the scheduled departure time ahead of travel. Expedia shall not be responsible for, or the failure to inform you of, any cancellation of your flights, or changes in your flight schedule. To minimize the impact to your travel plans, you are advised to purchase travel insurance to cover travel disruption. You agree to abide by the terms and conditions of purchase imposed by any third party supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the third party supplier's rules and restrictions regarding availability and use of fares, products, or services. We reserve the right to cancel your booking if full payment is not received in a timely fashion.Please accept our apologies for the inconveniences that have been experienced our Supervisory Staff authorized the refund of $441.25 as a onetime exception on May 15, 2019 to the *** ending ***.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence TeamTell us why here...
Booked a car rental though Expedia. Nowhere in my reservation does it mention anything about me being charged extra fees per mile, the total amount for the car rental with child seat and taxes/fees is $273.43 (per reservation). When I fly in to pickup the car, I’m informed that I’m going to be charged .75 per mile. I informed the *** agent that nothing about that was mentioned in my reservation. She looked through my reservation on my phone and agrees. She tells me that she made notes in her system and I’d need to call *** customer service and they will adjust my price. I then call the number that the *** agent gave me, the man tells me that he can’t make any adjustments until I return the car. He said once I return the car to call back and they’ll adjust it. I return the car yesterday evening. I call the *** customer service (once again) to finally have my price adjusted. They inform me that they can’t adjust anything, that they’re sorry, and that I’d need to contact the booking company Expedia. I call Expedia customer service and tell them the scenario. Put on hold a number of times. After being sent over to a manager (an hour and a half later) they tell me that they’re sorry and can’t do anything. They said *** overcharged me on something and I’d get a $34 refund to my card. Expedia said that the absolute most they can do is give me a $200 credit towards my next vacation. The problem with all of this is that I’m being charged $709.47 for my car rental that Expedia said would cost a total of $273.43. My car rental costed almost three times of what they advertised. I’ve taken screenshots of each page of my reservation and nowhere does it mention I’ll be charged my mile. Also, if the *** agent would have told upfront that it couldn’t get fixed and I’d get charged, I never would have booked this rental and would have gone elsewhere. I’ve been absolutely ripped off and it seems that there’s nothing I can do about it.
May 22, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a car rental reservation.
Our records indicate that on March 31, 2019, Mr., or an authorized user of his account, self-booked a car rental reservation using Expedia’s Mobile Site, under itinerary ***. The reservation was with ***, with a pick-up date of May 9, 2019, and a drop-off date of May 14, 2019. We understand Mr. is requesting a refund of $236.04 for the difference in price of his confirmed car rental reservation with Expedia and to what was directly charged by ***.
Upon receipt of the complaint, we attempted to reach Mr. via phone at *** several times; however we were not successful.
Expedia reached out to *** to advocate on Mr. behalf, requesting approval to issue a refund for the reservation. Regrettably, *** denied the refund request. However, because we value Mr. as a customer, and regret his experience was not as we would have hoped, Expedia is happy to honor his refund request of $236.04.
Since the reservation was a “Pay Later” booking, Expedia does not have any payment information on the account. We kindly ask Mr. to contact our service desk for assistance of the refund process and refer to case ***.
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 booked airline tickets for *** thru Expedia. There was nothing noted in the policy that if the flight was cancelled it had to be initiated thru Expedia. I ended up cancelling the flight within the stated 24 hour cancellation policy and received email confirmation from both Expedia and ***. HOWEVER, United still charged my credit card and refuses to give my credit back. Expedia refuses to help resolve this issue and I am now out 713.20. UNBELIEVABLE. DO NOT EXPECT EXPEDIA TO HAVE YOUR BACK IF SOMETHING GOES WRONG WITH YOUR BOOKING. WOW.
I booked a car rental online for the MCO airport through Expedia. I read all of the fine print and rules; everything looked in order. My reservation was for one midsize car for 7 days for $97.38. When I arrived at the car rental company, Economy, I was blind sided by their insurance policy. I have car insurance, but their policy had more of a minimum coverage than what I have on my policy, so I had to purchase part of their coverage, so my total went to $342.70. I called Expedia when I returned home to explain I would like a refund because their website, including the fine print/ rules, did not included that information. I spoke to a female, and she spoke to her supervisor while I was on hold. Both said they don't issue refunds, I have to contact the travel company they use, Travel Guard, or the rental company, Economy. The female said they use Travel Guard to receive information about the rental car companies to put on their website. If they failed to inform Expedia then Expedia should contact them to fix their own business partner. In addition, *** was going off of their rules, and Expedia failed to inform the customer. I attempted to contact headquarters, but their automated phone system doesn't transfer the call when you select an option. I tried on different days, times, phones, and each of the different phone selection options, but nothing would transfer/work.
May 23, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
***. *** (Revdex.com case number ***) regarding a car reservation. We understand Ms. is requesting a refund
in the amount of $245.32.
Our records indicate that on April 8, 2019, Ms. or an
authorized user of her Expedia account, self-booked a pay later car reservation
using Expedia’s website under itinerary ***. The reservation was with the ***, situated at *** for a pick up on May 1, 2019 and a drop off on May
7, 2019. The collision protection was offered but was not purchased by the
customer.
Upon review of complaint, we can confirm Ms. was
advised and acknowledged the terms and condition of the car reservation before
completing the booking. This car
reservation stated that “the rental may have mandatory local insurance
requirements that result in additional charges at the time of rental.”
Furthermore, an email confirmation was sent to the customer
advising the policies and restriction of the car rental company.
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 such as hotels, car rental,
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking.
We hope you understand we must adhere to the policies dictated by our
vendor.
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
Complaint: ***
I am rejecting this response because:My rebuttal is incorrect information. Yes, Expedia was correct, they sent an e-mail confirming the reservation, and details. At the bottom of the e-mail it stated "Rules to remember" then "see the full list of rules and restrictions that apply..." which was a link that took you to the internet. Within that link was "collision damage waiver". It stated "MINIMUM COVERAGE THAT WE WILL ACCEPT FOR SELF-INSURANCE IS 20000USD / 50000USD / 20000USD". Economy's rule (I found out when I got there) is "MINIMUM OF $50 000.00 $100 000.00 $50 000.00".
Thank you
Purchased a travel package that was 100% refundable within 24 hours. I cancelled within 24 hours and received a charge of $2665.86 that was not refunded. I was initially told that it was only a pre-authorization that would not go through and then on 5/6 that it would be removed within 2-3 business days. Neither of those things were true and I continue to be charged without resolution. The itinerary # is ***. I would be happy to send documentation of the booking, cancellation, subsequent emails from customer service verifying the cancellation and refund along with credit card statements upon request. Thank you!
May 22, 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 for cancelled flights.
Our records indicate, on April 28, 2019, Mr. *** or an authorized user of the Expedia account booked two round trip flights, departing June 10, 2019, from Oklahoma City, OK arriving in Dublin, Ireland and returning on June 16, 2019. The reservation also included an five-night hotel stay at *** along with the Travel Protection Plan; via itinerary ***.
Upon receipt of your complaint, we investigated the issues which were brought to our attention. We can confirm on April 29, 2109, Mr. called in to cancel the reservation. Our representative cancelled the hotel, insurance and voided the flights and issue refunds for the hotel and insurance. On May 10, 2019 through May 21, 2019, there were numerous email communications between Mr. and Expedia about the refund. On May 22, 2019, Mr. called in because he has not received the refund for the flights that were cancelled during the void window. Our representative informed Mr. the charge was cancelled at the time the tickets were voided and that the funds should reappear onto his account.
After further review, on May 22, 2019 Expedia contacted *** and *** was able to verify the tickets were voided and advised they did not show a charge was processed. They also advised they would send an agency memo and authorized Expedia to issue a refund. The refund has been issued to the *** ending ***, a refund receipt has been emailed. The refund will appear in three increments on the card $999.99, $999.99 and $665.88. the refund should appear on your account in three to ten business days.
Please accept our apologies for the inconveniences that have been experienced. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence Team
I booked a bundled package on expedia.com and paid for it on March 22nd 2018. My emailed receipt states the total was $1770.21. My credit card was charged $2131.64. I was overcharged for this package and would like to be refunded the difference for a total of $361.43. I have a copy of my emailed receipt I can provide to the company. I would of contacted the business earlier but I didn't notice the discrepancy until I reviewed my credit card statement.
May 23, 2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a package reservation. We
understand Ms. is requesting a refund in the amount of $361.43.
Our records indicate
that on March 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:
The travel is a round trip flights with
***
The outbound flight is from Reno, NV to
Lihue, HI departing on May 8, 2019 at 6:00 am, arriving Lihue, HI at 11:58 am
with a connecting flight in Los Angeles, CA.
The inbound flight is from Lihue, HI
departing on May 13, 2019 arriving in Reno, NV on May 14, 2019 at 7:51
am with a connecting flight in San Francisco, CA
The flight reservations were made for
two adults and one child for a total of three passengers.
Total cost for the flight is $1,084.29
The hotel reservation is a pay now,
refundable booking with ***, Kapaa, HI, for a check in on May 8,
2019 and a check out on May 13, 2019. Total cost is $849.41
The car reservation is with the *** for Economy 2/4 door car with a total cost of $197.94
Total cost of the package reservation is
$2,131.64
Upon further
review, we can confirm that during the purchase of the package itinerary, Ms.
***, agreed to the price of the total package that is due at the time of
booking is in the amount of $2,131.64.
Furthermore,
we can confirm that Ms., was on our website at least eight minutes, after the
itinerary was processed and confirmed. The customer rechecked the price of the
package by simulating to rebook the same flights, a hotel and a car. The price
was the same, the total cost is $2,131.64.
Although the customer received an email confirming the amount for the
package itinerary booked was $1,770.21, Ms. is aware that the price agreed
before completing the booking was $2,131.64.
We regret
Ms.’s experience was not as we would have hoped, based on the information
provided above, Expedia is 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
Complaint: ***
I am rejecting this response because: MY RECEIPT SHOWS I WAS TO PAY $1770.21 FOR THIS TRIP. I WAS OVERCHARGED AND I WANT TO BE REFUNDED THE DIFFERENCE IN PRICE. THIS IS THE CONFIRMED RECEIPT EMAILED TO MY BY EXPEDIA.
Sincerely
Please tell my why I placed a cancel free and change free order and I couldn’t change it? I looked several nights in a row including last night. They had 6 at $131 last night available, but for some reason I couldn’t change my reservation. I called today, big mistake. I was on hold for 28 minutes after being told, phones calls would be answered in the order I placed and I had an estimated hold time of 2 minutes. After 28 mins, I called from a different phone and was told 3 to 5 mins or be called back (an option I was not given the first phone call. First phone call is still on hold btw). I selected call back option, within 3 minutes I had them on the phone... first phone call on hold. Asked why I I couldn’t change it and was said they were sold out. Lies obviously! Asked to speak with and high up manager, was basically told to screw off.
May 22, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding wanting to be updated about a phone issue he encountered when calling Expedia.
On May 2, 2019, Mr. self-booked a Pay Later hotel reservation on our website for two nights. We understand from Mr.’s complaint, he called Expedia to change the stay from two nights to one night since he was unable to change the stay on our site. Mr. mentioned that he called from one phone and was on hold for 28 minutes, and then called from a different phone and was offered a call back. Mr. claims he received a call back within three minutes.
Upon researching the customer’s complaint, we can confirm that Mr.’s original request to change the stay was successfully made by an agent. The agent had to contact the hotel since this was a Pay Later reservation which means the hotel charges the customer directly. The change was made on a call Mr. made on May 15, 2019
I have now reviewed the call Mr. made on May 15, 2019. Upon answering the call Mr. immediately starts screaming at the first agent and asking why he has “wasted” time on the phone. The Expedia agent asks Mr. for information so she may access his account and Mr. declines to provide any information and instead uses foul language and asks to be transferred to a supervisor. The supervisor who speaks to Mr. initially asks who she is speaking with and Mr. declines to provide his name. After a few minutes the supervisor is able to confirm information regarding Mr.’s account and is able to change the reservation by calling the hotel directly. After the supervisor resolves the change of stay with the hotel the customer asks to be escalated to Expedia corporate support. Mr. complains about being on hold 28 minutes and asks the corporate agent why this happened, the agent correctly informs the customer she does not have that information but will file the issue. Mr. uses foul language and is warned about using profanity by the agent. Mr. acknowledges and then demands to be updated once the issue has been looked at. The corporate agent mentions this is not something that we can do and Mr. threatens to go to the media and file a Revdex.com complaint. The corporate agent mentions Mr. is free to do if he wishes but we may not provide him with an update for a company issue. Mr. become upset and swears at the agent before hanging up the call.
We remind Mr. once again that Expedia may not provide a customer with an update for a phone issue he may have encountered as this would be handled internally. Mr.’s main issue which was to change his booking was successfully made and Mr. acknowledged this on the call. There is nothing further Expedia will provide. The information provided on this response will be saved to Mr.’s account for any further inquiries.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A Customer Correspondence Team
I purchased and book two nights at *** in Las Vegas May 11-May 13, 2019.
On May 11, 2019 I checked into the hotel at 9:10 pm. I entered the counter where two employees were working. As I approached the counter, Don said, " you need to go back there and stand until I call you up and I'm ready, it'll be at least 5 minutes." I told Don that I didn't appreciate his attitude, rudeness, and don't speak that way to me again. He snapped back and said, "do you want me to end this now and get security over here and escort you out?" I asked to speak with the supervisor and he said he is the supervisor and I can speak to him. There was also another girl at the desk doing nothing and no one else in line. Finally, a third woman came out to help me. Don was still mumbling things to himself at this point.
I was given a room that smelled like cigarettes, even though it was suppose to be non-smoking. They also gave me a room at the very end of the hall from the elevator. I believe I was given this room because of Don's attitude. As I walked in there were bugs and roaches in the room, see photos. I called down to the desk and of course it was Don who answered and told me they were booked up and can not do anything about it, in a sarcastic tone.
May 20, 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 to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a hotel reservation.
Our records indicate that on May 11, 2019, Mr., or an authorized user of his account, self-booked a hotel reservation using Expedia’s Mobile App, under itinerary ***. Reservation was for the ***, with a check-in date of May 11, 2019, and a check-out date of May 13, 2019. We understand Mr. is requesting a refund for his reservation due to the poor service received from the hotel.
Expedia welcomes customer feedback in our ongoing effort to improve upon the customer experience. We encourage our customers to contact us immediately which enables us to attempt to find a resolution at that time. However, we do not show that Mr. contacted Expedia regarding this matter.
Expedia reached out to the *** to advocate on Mr. behalf, requesting a refund approval for the reservation. Regrettably, the hotel denied the request as Mr. utilized the entire reservation.
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. Expedia does not own, operate or otherwise run any hotels. Any unforeseen circumstances that have occurred through their services offered, would need to be addressed directly by these providers.
We regret Mr.’s experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor his refund request.
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 book the international travel ticket for my sister, named *** from expedia.com. The Itinerary #*** with *** Confirmation # *** . The flight details are New Delhi to Chicago 23rd May,2019 and return from Chicago to New Delhi on 23rd June, 2019. Now after I booked the ticket and few days after I got my credit card statement the amount for the ticket(USD1233.53) was charged twice on my card on which I called the bank to revert back the duplicate amount. I also have travel protection through expedia on the same itinerary for which I spend USD80.00. Now few days back I saw the ticket has been cancelled, so I first paid twice the amount and then they refund me one amount and took the actual amount which I have already paid to the expedia or *** as I don't know the internal business, but the ticket is cancelled. I have been trying to connect with both expedia and *** for past 3 days to resolve my issue and there is no response. Expedia is still responding saying they will resolve the issue in 24hrs for which I got an email but that is over yesterday and then when I called yesterday they said it usually take 48hrs or 72hrs. Everytime, I call I hear something new and no resolution. Talking about ***, they are not even responding, the helpline goes on IVR which is always busy without responding. So I want to file this complaint so that I can get the confirmed ticket for which I have already paid to expedia.com or ***.com.
May 20, 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 Mr. *** (Revdex.com case number ***) regarding a flight. We understand Mr. *** is requesting a reconfirmation of a flight and compensation.
Our records indicate on March 20, 2019 Mr. ***, or a person authorized for the account booked flights with Air India for one passenger travel from Delhi, India to Chicago, IL, USA, departing on May 23, 2019 and returning on June 24, 2019 via itinerary number ***. A Travel Protection Flight Protection Plan was purchase with the flights.
Air India is the merchant of record for the flights (the entity that charged the credit card). Expedia was first contacted for assistance with the flights after the customer disputed the charges and the airline canceled the flights.
We reinstated the flights on May 16, 2019 at no cost to the customer. The flights can be reviewed on itinerary ***. We’ve re-sent a confirmation email to the customer for the itinerary on May 20, 2019.
As a gesture of goodwill, we provided a coupon worth up to $100.00 off a prepaid hotel or hotel package, booked in the customer’s account within the next year. The coupon and its terms and conditions may be reviewed in the customer’s Expedia 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 booked a hotel with expedia.com but when I got the confirmation I realized that I got a nonrefundable room for the wrong date. The date that I booked it for was for a celebration party that we were supposed to have for my grandfather but he just passed away on Mother's Day. So when I booked the date it was supposed to be for this weekend May 17-18th for his funeral. I have been on the phone with expedia.com for 3 hours now and they have not tried to help me in changing the date to this weekend. Instead they are trying to charge me for the room twice. I had a hard time paying for this room the first time if they don't change the date I won't be able to go to my Grandfather funeral.
May 21, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
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 May 15, 2019, Ms., or an authorized user of her account, self-booked a non-refundable hotel reservation using Expedia’s Mobile Site, under itinerary ***. Reservation was for the ***, with a check-in date of June 14, 2019, and a check-out date of June 15, 2019. We understand Ms. is requesting to modify the travel dates for her reservation.
Upon receipt of the complaint, we can confirm that Ms.’s request to modify her reservation was addressed and resolved on May 15, 2019. The hotel reservation dates were changed upon her request to check-in on May 17, 2019, and to check-out on May 18, 2019.
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
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
We had purchased airline tickets with Expedia.com itinerary *** & their travel insurance on their website case *** with *** 4-10-19. Due to destination wedding changes, we requested cancellation & refund claim on or around 4-18-19. Aug denied our refund claim due to limited restrictions on their policy, Expedia purchased non-refundable tickets preventing any credit with ***. Expedia customer services contends they must follow conditions of the airlines & can not assist with any claim credits or assistance. My credit card company will not assist in this matter, referring back to Expedia & their policy. My issue is I’m out $406.20 for deceptive & unreasonable policies by Expedia & *** for purchasing non-refundable tickets, providing useless insurances that have unknown limitation until you file a claim, yet refer these issues back to other agencies & policies & not their own. Requesting to halt these practices, provide optional refundable tickets & provide us a credit of $406.20 for trusting their business to handle our travel needs.
May 17, 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 refund.
Our records indicate on March 25, 2019 ***, or a person authorized for the account, booked a roundtrip flight for one passenger with ***, traveling from Honolulu, HI to San Jose, CA, departing on May 23, 2019 and returning May 30, 2019 via itinerary ***. The customer also purchased the Travel Protection Flight Protection Plan with Travel Guard.
We reviewed the booking data. At the time of booking the terms and conditions were provided and accepted by the customer. They were also provided via an email confirmation and the items could be canceled within 24 hours of booking. They included:
Airfare:
· Tickets are nonrefundable and nontransferable.
The terms and conditions for the Travel Protection Flight Protection Plan include:
Section II – Benefits
TRIP CANCELLATION AND INTERRUPTION
The Company will reimburse the Insured a benefit, up to the Maximum Limit shown in the Schedule or Declarations Page if an Insured cancels his/her Trip or is unable to continue on his/her Trip due to any of the following Unforeseen events:(a) Sickness, Injury or death of an Insured, Family Member, Traveling Companion or Business Partner;(1) Sickness or Injury of an Insured, Traveling Companion or Family Member traveling with the Insured must be so disabling as to reasonably cause a Trip to be canceled or interrupted or which results in medically imposed restrictions as certified by a Physician at the time of Loss preventing your continued participation in the Trip; (2) Sickness or Injury of a Family Member not traveling with the Insured;(3) Sickness or Injury of the Business Partner must be so disabling as to reasonably cause the Insured to canceler interrupt the Trip to assume daily management of the business. Such disability must be certified by a Physician.(b) the Insured’s Primary Residence or Destination being made Uninhabitable or Inaccessible by Natural Disaster, vandalism or burglary; (c) the Insured, or Traveling Companion is hijacked, quarantined, subpoenaed, required to serve on a jury or required to appear as a witness in a legal action, provided the Insured or a Traveling Companion is not: 1) a party to the legal action; or 2) appearing as a law enforcement officer; (d) the Insured or Traveling Companion is called to active military service or military leave is revoked or reassigned; (e) a Terrorist Incident in a City listed on the Insured’s itinerary within 30 days of the Insured’s scheduled arrival;(f) the Insured or Traveling Companion is involuntarily terminated or laid off through no fault of his or her own provided that he or she has been an active employee for the same employer for at least 1 year. Termination must occur following the effective date of coverage. This provision is not applicable to temporary employment, seasonal employment, independent contractors or self-employed persons;(g) the Insured and/or Traveling Companion is directly involved in a traffic accident, substantiated by a police report, while en route to the Insured’s Destination.
Expedia is a third party intermediary for vendors such as airlines, hotels and rental car agencies. The terms and conditions for the items come from the vendors and Expedia is not able to override them.
While we understand that *** is not planning on utilizing the flight purchase we will not be able to provide a refund. The flight and fare selected was nonrefundable and Expedia provided the terms and conditions, which were accepted prior to booking.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because: We were unaware of the non-refundable tickets purchased through Expedia, the travel insurance promoted by Expedia did not provide the specifics mentioned until after the claim was submitted. Will no longer do any business with them & will let family & friends know of their unfavorable practices. If I would have known, I would have booked directly the airline. Expedia services are useless.
Sincerely
A flight was advertised on *** flights from Bucharest to Bangkok for 695 Euros through several providers. I chose Expedia as they have been reliable in the past. I bought the ticket and received an email saying my reservation had been "booked and confirmed" on ***. I went to *** website to confirm the flight and choose seats.
The following day I received an email from Expedia stating (all English mistakes are theirs) "We have attempted to contact you, on phone number listed in your user profile." and "we are unable to issue ticket due to some airline error. So in this case you need to create new booking from the airline website." and "Please do not reply to this e-mail as this mailbox is not monitored."
As I was traveling I could not receive the call or contact them. However, my first question to Expedia was, why call me when you confirmed the ticket with an email, along with sending me this new email? I could have easily replied. I checked my booking on ***. It was still valid.
The next day I received another email: "We were unable to issue ticket and asked you to book directly with the airline but now we have found the same flights with the same timings." and " Please call us back so that we can issue your tickets by today itself." Strangely, it also mentioned "As of now the fare has changed; and the availability might do so too." Again, I checked my booking on Austrian. It was still valid.
At this point I emailed Expedia customer service and explained the situation. Before they could reply to that email, I received another email which stated the ticket had been cancelled. I began a string of correspondence with customer service. The admitted no fault. They did say:
"The nature of your query can not be resolve via email." (why?)
"Your flights were cancelled by the airline." (not true)
"We tried reaching you multiple times however, call did not went through and we were not having any alternate option." (email?)
Thank you.
Dear Revdex.com, Thank you for taking the time to contact Expedia.ie regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns that have been brought to our attention. Expedia.ie is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia.ie is responding to the consumer complaint from Mr *** (Revdex.com case number ***) regarding the itinerary ***.We understand that Mr *** booked a flight reservation on our website at a cost of EUR 694.11, however, ticket wasn’t issued. In review, we found that two of the flight segments (Munich to Bangkok on 14th Dec'19 & Bangkok to Munich on 3rd Jan'20) were unconfirmed by the airline prior to ticket issuance, therefore, the ticket couldn’t be issued. As the ticket wasn't issued, the booking amount wasn't charged for this reservation.We contacted Mr *** directly and he has now booked a new flight reservation under itinerary ***, with different airline (***) at a cost of EUR 920.39. The ticket has also been issued successfully for the new reservation (ticket number: ***).Basis on the concerns raised by Mr ***, we’ve initiated the refund of price difference i.e. EUR 226.28 (EUR 920.39 – EUR 694.11) as a one time exception. The refund should be credited to the original form of payment within next 5-7 working days. Again, we thank you for allowing us the opportunity to address this issue that was brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Kind Regards, Arun K Priority Customer Escalations AgentExpedia.ie
There were two travel coupons on my account, one has expired as of 5/2, the other is set to expire on 5/31, later this month. I requested the live chat rep with Expedia reissue both, one was issued due to issues with a past stay at ***, the other was redeemed as part of travel points which I accumulated, I do not know which is which. The remaining coupon, which is also in the amount of 50.00, will expire on 5/31 and I am not able to make my booking by this date, as the other party traveling with me is not able to confirm time off from work. I request both coupons reissued if possible, Expedia should be able to remove the one set to expire, reissue it with a future expiration date, as is the case with the expired coupon.
May 20, 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 concern from Mr. ***, Revdex.com case number *** requesting an extension on the expiration date of our coupons.
Upon further of Mr.’s Expedia there is one $50.00 active coupon. Expedia coupons had a 12 month validity period and expires on May 31, 2019. There are no other coupons that are active on Mr.’s account at this time.
The coupons appear as follows:***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Coupons are placed on Expedia customer accounts for various reasons, could have been an earned promotion or compensation; but based on when the coupon was applied to the Expedia account the validity period of 12 months does no fluctuate.
Based on the above Expedia is not able to extend the expiration date of the coupon and nor are we able to void and add a new coupon. The existing coupon is valid until the expiration date of May 31, 2019, if it’s not applied to a reservation prior to the expiration date it would be lost.
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: I believe they are able to in fact reissue the coupon(s) as they have done so in the past. It appears their rep is unwilling to do so, will not make an exception in this case..
Sincerely
Expedia's web application displayed a total car rental of $387.87 for a *** from 5/10 to 5/17. The amount displayed indicated it included all service charges and fees.
When arriving at ***, they charged me $472.16 and indicated this was the amount that they quoted *** including the child seat. When I called to speak with Expedia about the issue, they indicated the charges are always subject to change, however, *** indicated their API quoted the $472 amount to Expedia when I made my reservation.
After over 90 minutes on the phone, Expedia became confrontational when I have booked $40-$50k in business with them within the last four years. The conclusion of "the charges are subject to change" are unacceptable when you are booking a multi-layered trip including airfare, cars and hotels. Their service was unacceptable and the treatment of a customer that has been loyal for years is not something any kind of business should be able to conduct.
May 18, 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 car rental. We understand *** is requesting a refund.
Our records indicate on April 23, 201 ***, or a person authorized for the account, reserved for a standard car with *** for seven days, with pick up in Boston, MA on May 10, 2019 via itinerary ***. The reservation showed the base and estimated taxes for the reserved time to be $387.87.
On May 12, 2019 the customer contacted us stating they were over charged for the rental reservation. We contacted *** to advocate on behalf of our customer and were advised that the additional charges over the base rate and taxes were for an optional child seat that was rented with the car.
Infant and toddler seats are optional items that are not included in the base rate of the rental reservation. When booking online some accessories such as an infant or toddler seat may be added to the rental as a special request. The website advises for the accessories:
· Requests cannot be guaranteed as they are subject to availability. Payment due at pick-up.
Based on the information above Expedia will not be able to refund the cost of optional items and services taken with the rental car or provide compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because: *** specifically quoted me at their counter in Boston Logan their API sent the quote of $472 to Expedia.
Sincerely
I booked a hotel through booking.com that wasnt supposedto be. harges until arrival. Somehow expedia got it and charged me for iit the day I booked it. I chatted live with a representative that said she could not help me and she was the highest up supervisor. Then she finally sent me a link to email the proof I had which led to a blank screen and she disconnected the conversation. Very rude and unacceptable.
Expedia lists our rooms as sold out and no matter what dates are entered. They redirect guests to other hotels in the area if you try to book a room. This has been happening since January of 2019 and possibly earlier. Expedia said because we had an old account and it was not disabled by them was the cause. Other booking engines get their booking information from Expedia so they also have listed us with sold out.
The only way to end the sold out is to resign up with Expedia. We did resign and they continue to say we are sold out. Other hotels and Bed and breakfast's in the area are also stated as sold out but are not.
When I called to correct the situation I was told there was something wrong on my end with my booking system. I looked up problems with Expedia online and they have the same issue and complaint.
I booked a ticket from US to Mumbai on *** and the airline cancelled its flights. The airline e mailed me to contact my travel agent to process my refund. Since Expedia was my travel agent I contacted them and they refused to process my refund despite the airline cancelling all their flights.I had travel insurance too through Expedia and even they denied the claim. On the other hand my wife who had also purchased a similar ticket from a local travel agent got her refund back in 1 week despite not having travel insurance. All I would say that Expedia sucks and their travel insurance is a scam . Don’t waste your money!
Booked tickets from JFK to India through Expedia. Airline (***) changed schedule. 1st time contacted Expedia on 30th of April 2019. From that day on-wards every time new case number is getting open without resolving issue or re-issuing tickets on different flights. After 13 days still waiting for my tickets to be re-issued.
Contacted *** directly and discussed situation with their manager. *** send information about how to change flights for schedule change to all travel agents and requested Expedia to follow those rules. As of 14th of May still this issue is not resolved.
We need help with this reservation as soon as possible to get my tickets.
May 20, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a flight reservation.
Our records show on January 6, 2019, Mr. self-booked a flight reservation on our website. We understand from Mr.’s complaint, there was an airline schedule change and the tickets were not reissued correctly. Mr. quested for the tickets to be reissued.
Upon researching the customer’s complaint, we can confirm that on May 14, 2019, a corporate customer support agent contacted Mr. and advised him the new tickets had been issued. Mr. verified the tickets online.
Expedia’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. encountered in resolving this matter. The tickets were reissued and the issue has been resolved to Mr.’s desired outcome.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A 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 okay,
But it took more than 120 hours my valuable time and frustration to fix this problem from 30th April to 14th May.
End result is okay with me to get my tickets re-issued but not satisfied with their customer support system at all.
Sincerely
Expedia informed me that I would be receiving a $100 cabin credit per cabin that I booked. I only received $50 per cabin. They will not inform me of the person that I made the reservation with so that I can speak to a supervisor. They will not stand behind their promotion.
May 21, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a cruise promotion which was not received. We understand Ms. is stating that the Expedia booking agent advised she would receive a $100.00 on board credit
Our records reflect on March 21, 2019 the customer contacted Expedia.com cruise for assistance in booking two cabins with *** lines to sail May 6, 2019 from Tampa, Florida to the Caribbean, returning May 11, 2019. Regrettably, our agent was found to have incorrectly interpreted a *** promotion offer and quoted Ms. $100.00 per cabin in onboard credit, rather than $100.00 total for the two cabins. *** provided only the $50.00 per cabin, according to their offer.
On May 15, 2019, an Expedia agent researched and verified the error and advised Ms. to contact Expedia and provide a credit card that we could issue a refund to. Ms. called Expedia on May 15, 2019 and a refund of $100.00 was provided to her. Expedia considers this matter to have been resolved for the customer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Roseanne G
Tier 3 Corporate Correspondence
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I rented a car on Expedia on the "Deal of the Day" which included a $100 collision insurance option. I thought I was renting from *** but when I arrived I found out I was renting from ***. I was told they are also *** but all the documentation reads ***. It was alleged that I damaged the bumper after I pointed out damage to the car prior to me taking it off the lot. I was told all damages were in the video tape they took prior to me picking up the car. Upon return home I had a voicemail from *** saying they would be keeping my deposit and I would have to pay for the damage. I explained to the manager the damage was there prior to my departure and once he looked up my account he said just file the claim and you will get your $200 dollars back. With in 24 hours I received an email from *** indicating that there was over $800 in damage and I would need to remit payment or file the claim. It also stated the car was out of use for 2 days which I do not understand as the damage in question is a small scratch on the bumper. I contacted the *** Insurance Agent and was told by him to file the claim as well. I attempted to file with the links the *** Agent provided and his links were wrong. I finally found the correct link and filed the claim *** who the collision damage was through as offered by Expedia. I was told from the *** Agent representing the car company to tell my insurance provider to allow him to speak to them regarding the claim and make all payments made directly to them. Two weeks later I was told by the *** Agent (the car companies insurance) that *** the insurance carrier the collision damage was through on Expedia would only cover $754.11 of the $869.05 they are claiming I owe. I was told by the *** Agent that some insurances do not cover the administration fee and the appraisal fee. I believe and have told Expedia several times this is a bait and switch scheme.
May 17, 2019
Revdex.comChicago & N. IllinoisComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a refund request.
Our records indicate, on February 4, 2018, Mr. or an authorized user of the Expedia account booked a nine day car rental with ***, picking up on April 12, 2019 and returning on April 21, 2019, along with the Collision Damage Plan; via itinerary ***. A confirmation itinerary was emailed on February 4, 2019 to the email address on the Expedia account and has not been opened or reviewed.
Upon further review Expedia has not been able to verify that there have been any calls, complaints or notifications in regard to the Mr. concerns. On May 17, 2019, Expedia called ***. The message on their phone states, “ thanks for calling *** and ***, represented by ***”. *** was able to confirm there was an insurance claim against the rental car and that there was a collision damage plan with the reservation.
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. In addition, Expedia’s Terms of Use are available for review and were agreed to at the time of booking. They state the following: Additional terms of use will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms of use carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms of use of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.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. As *** is the administrator for the insurance plan that was purchased. If there are any questions or concerns in regard to *** coverage and claims Mr. would need to contact them. Expedia is not able to advise on any claims. The car rental reservation nor the collision damage plane were a bait and switch. The terms and conditions of both are available to Expedia consumers prior to making a reservation and afterward. While we regret Mr.’s experience was not as we would have hoped, based on the information provided above, Expedia is not in a position to determine coverage or why a claim may have been paid out for a particular amount or denied as the policy is administered by ***. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Di-Di FCorporate Correspondence Team
Complaint: ***
I am rejecting this response because: See attachments for explanation of rejection. Expedia misrepresented *** as ***.
Sincerely