Offered flight home and lead corporate supervisor Cameron rebuked offer. Now homeless. flight to Grand Rapids Michigan from LAX.
Expedia.com Response
• May 17, 2019
May 17, 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 a replacement flight.
On May 2, 2019, Mr. self-booked a package reservation on our website which included a roundtrip flight from Grand Rapids, MI to Los Angeles, CA. Mr. also booked a hotel reservation in Los Angeles, and a Travel Protection Package which covers the change fee for the flight in case the passenger in case of sickness or injury. We understand from Mr.’s complaint, he mentions a supervisor he spoke with denied an offer previously given by another Expedia agent. Mr. requests that Expedia provide him with a flight booking at no cost to him.
Upon researching the customer’s complaint, we can confirm that Mr. missed his return flight from Los Angeles, Ca (LAX) to Grand Rapids, Michigan on May 13, 2019. Mr. contacted Expedia and mentioned he had not used the hotel reservation since he did not have the required deposit amount on his account. Mr. mentioned he sleept in the street and had to walk to the airport from his location as he had no funds to hire a taxi or *** to be taken to the airport. I personally reviewed the call which Mr. mentioned he was offered a flight, however at no point did Expedia mention we were covering the cost. When a customer misses a flight it is up to them to cover the cost of a new flight. Mr. spoke to a lead supervisor at the corporate office and after being advised we would not cover the amount for a new flight claimed he would go to the media and file a Revdex.com complaint.
At this time the holds should now be released and no longer appear on the customers account.
Expedia’s goal is to provide an exceptional customer experience. After reviewing the case Expedia will not cover the cost of a new flight since Mr. missed his original return flight. Our customer’s may always contact Expedia before a flight departure if a flight change is required. The information provided on this response will be saved to Mr.’s account.
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 17, 2019
Complaint: ***
I am rejecting this response because:
In regards to a vacation that I took with Expedia.com. I booked a flight with Expedia.com where the inboard flight from Denver, Colorado to Los Angeles, California was delayed by approximately 1 hour because of an arrest on the plane, on the tarmac. Because of this I missed all connections via ***. I was unable to take the *** because I did have insufficient funds to make the deposit and the ***, so I was going to take the ***. The *** at this point was closed, which made me lose my first Hotel Night. Upon arriving at my Hotel, and in making the first night on the streets of Los Angeles, I made it to my Hotel, where I was unable to use the facilities, having to wait until 2 p.m. At this time I had $85. I was then unable to make the payment to my second hotel night, which went unused. I did ask for a reduced Deposit because it was one night, but it was not accepted. So I spent the second night on the street.
Of course at this point I was at fault for subsequently spending the next several days on the street. I felt that I could make it back to the Los Angeles Airport on time for my return trip, but I was unable to make it, because I did not properly understand the ***, and I ran out of money. I did end up walking several miles, and staying a short stay in a Hospital.
Now to the main basis of my complaint. Said statement of the conversation is untrue. I called 1-800-EXPEDIA where I talked to several customer service representatives. I subsequently talked to a manager, not of Corporate, where I was offered a flight back to Grand Rapids, Michigan, via Orlando, Florida. I was suffering from issues with my feet, so I asked to speak with Expedia Corporate, where I was treated in a very unbecoming manner. It is plainly stated on the tapes that are said to have been heard, that Expedia repeatly claimed that it was not their problem. I was then told that any offers that the subordinates had ordered were no longer valid.
On December 26th, 2018 I and multiple family members purchased a vacation package with Expedia. Destination towards ***, in hopes to celebrate my college graduation, my father birthday, and other family member’s birthday. Unfortunately on April 30th, 2019 those plans were ruined when we received an email from expedia stating our flight is no longer available or time slot is no longer available for which we paid extra to obtain that time slot, For a nonstop flight. Shortly after receiving their email we all called and requested a full refund in which we were told we could only be refunded $1587 out of the $2,414.20 we paid. Me and my family members have been misinformed so many times, and bounced around between the airline *** and expedia, In regards to remaining balance owe to us, Expedia is refusing to refund us our money for a package they are unable to satisfy and the airline as well. We feel that expedia and *** is lying to its customers selling packages it cannot satisfy and then refusing to refund the full amount. My itinerary is #***. Upon request I have about 15 family member’s itinerary and receipt of purchase, email from expedia of flight changes.
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 Mr. *** (Revdex.com case number ***) regarding a refund request.
Our records reflect on December 26, 2019 the customer accessed Expedia.com and self-booked package itinerary # *** for two people with flights aboard *** Airlines and a stay at ***, Mexico. Regrettably, *** Airlines advised they were issuing an airline schedule change and the customer was offered several options for alternate flights or they could choose to cancel their reservation and receive a full refund.
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves only 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 has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
Expedia does not own, operate or otherwise run any airlines. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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.
On April 30, 2019 the customer contacted Expedia and advised they did not what to accept the alternate flights offered by *** airlines and wished to cancel their package reservation. Expedia was able to refund the resort portion of the reservation and on May 1, 2019 a refund of $1587.20 was made back to the customer’s original form of payment. Further, Expedia contacted *** Airlines on the customer’s behalf, as *** was the merchant or record for the flight portion of the reservation, and the party that charged the customer’s credit card for the additional $827.00. *** required that they speak directly with the customer and would need verification from the customer regarding the credit card the funds would be credited back to. Expedia provided this information to the customer noting that they can call *** or email them at ***. The customer has continually refused to contact ***, asking that Expedia process their refund. Expedia does not have the ability to comply with this request as Expedia did not charge the customer for the flights. *** holds their funds and the only option to get the refund they are requesting for the remaining $827.00 is to work with *** Airlines in the manner required. If the customer does not contact *** and provide the credit card verification, they will not receive the refund.
As to the other travelers the customer is noting, the same scenario applies to their refund for the flights and they will individually have to meet the refund requirements of *** airlines.
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.
0 out if 5 stars!!! The insurance is a scam at best and not 100% refundable within 24 hours as advertised. I booked a flight and had to cancel in less than 24 hours. Expedia "could not process" the cancellation for me and I had to go through the airlines who would not charged fees which were more than the initial flight cost. Expedia pushed me off to a third party insurance company saying they couldn't do a claim for reimbursement. The whole process takes 7 to 10 days for the paperwork to be processed. So much for the advertising of full refunds. The whole thing was time consuming and I was bounced around all day from person to person only to find out I still had to go online and fill out an application/ complaint form. Expedia's cancellation and refund advertisements are a hoax. And customer's service... everyone I dealt with was faster to put me on hold for 30 mins or more then transfer me to another representative. I'm deleting my expedia account. They will not get another penny from my pocket.
If I could give less than one star I would!
My fiancé called Expedia regarding a condo we saw displayed on there website he wanted to know if room service was included and gave the room number we were inquiring about. He was very pushy and insisted we book and he would give us a discount my fiancé asked if he could see what was getting booked and that we wanted this specific room due to how nice it looked on line the guy then spat off some random numbers and asked if we wanted to book the room we had been discussing so we agreed $2000 later we get an email of this horribly ugly room that was booked for us. We immediatly called to dispute spent hours each night fighting this just for them to say they need to pull phone recordings and to give them 72 hours we have them 6 days!!! Once we called back after not hearing from them we were informed they were in no means wrong on their behalf and we agreed to this horrible room that we had never even seen photos of and was never informed that is was in fact not the room we were inquiring about. They told us there was nothing they could do since it was non refundable except for call the condo which NOONE has been able to get ahold of in 6 days! Then she claims the room we want is not on their site even after I tell her I am looking right at it now and I’m on your web page and Mobil app!! She rudely informs us that can’t be possible..So basically we spent our $2000 for our honey moon and are stuck in a room that is not even displayed on their site and the room we requested is still available even though they claim it is not on Expedia. Horrible company and I will be posting this review on every outlet.
I booked a vacation package through Expedia on 3/27/19 for travel on 4/15/19 through 4/20/19 and also bought their travel insurance. The night before (4/19) there was weather in the area that caused the airline to delay our outbound flight. After 1.5 hours on the phone with Expedia, they told me I had to call the airline, they could not rebook us or offer anything. I then call ***, 2.5 hours later, the only choice we had was to drive to meet our connecting flight. *** said I would be refunded the first leg, round trip. I would need to call when I returned and get that process started. As soon as I returned from vacation, I called *** for the refund. Within a week, on 4/26/19 to be exact, *** issued the refund to Expedia but wouldn't tell me how much. I have spent countless hours on the phone trying to get my refund to no avail. I finally got a supervisor to tell me the refund is $107 each ticket, they just have not sent it yet. There is NO WAY that is right! These were $650 tickets!! I feel sure they are NOT refunding me what *** refunded THEM. I am furious! I am on hold again, for over an hour, as I type this. I have called them more than 6 times and spent more than 2.5 hours each call!! This is call #7. This is outrageous and needs to stop. I want my money that *** sent them 3 weeks ago. This is unacceptable for any company to act this way.
I tried to book a SUV in Windhoek , Namibia through Expedia in February for their advertised price of $658.00 for 18 days. I was told that the car was not available at that price anymore because they had not adjusted the prices yet. The suv was shown in March at that price and April and May at that price. This is an obvious case of bait and switch. How long does it take to adjust the prices on 5 rental car companies that Expedia deals with in Windhoek? I insist that they are compelled to provide the product at their advertised price. This type of corporate behavior is completely unacceptable.
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 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 reservation. We understand Mr. is requesting Expedia
to honor the initial price of the car reservation for $658.00.
Our records indicate that on March 2, 2019, Mr. or
an authorized user of his Expedia account, self-booked a pay later car
reservation using Expedia’s Website under itinerary ***. The reservation was with the ***, situated at Aviation Road, Windhoek, Namibia for a pick up on
September 6, 2019 and a drop off on September 24, 2019. The total cost is
$1,066.91. Mr. cancelled this
itinerary on May 12, 2019 and received the email confirmation of the cancelled
car booking.
Upon review of the complaint, we can confirm Mr.
reached out to Expedia on March 1, 2019 through the chat channel requesting for
assistance to book the car reservation. Unfortunately, the reservation was not
successful and the customer was advised to wait for at least 24 hours to retry.
Furthermore, the customer contacted Expedia through email
on March 2, 2019 with an attached screenshot of the Midsize SUV, *** in the amount of $767.00 with ***. Expedia reiterated to Mr. how our website
works. Expedia offers a live inventory from the travel providers such as hotels,
*** agencies and airlines and is subject to the availabilities, changes,
and the prices are not guaranteed until the product is booked.
For further information, the full terms and condition of
Expedia is available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
While we regret Mr.’s experience was not as we would
have hoped, based on the information provided above, Expedia is not able to
fulfill his request to honor the initial price of the car 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.
I purchased 4 round trip tickets from Raleigh NC to Kona Hawaii for my daughters. I noticed severals days later that my bank had an overdraft fee. Looking at my bank statement, I had been charged for 8 tickets instead of 4 (an additional $3000). I contacted Expedia and after a long time on the phone, they said nothing looked wrong from their end and I should contact the airlines. I called *** and they confirmed that they say 8 purcharses from Expedia, basically booking 2 seats for each of my daughters on the same flight. They said that since Expedia had made the purchase, Expedia would have to initiate the refund. Note that the trip had 2 different airlines - *** there and *** back. BOTH airlines were double booked. I contacted Expedia again and spent 2 hours on the phone. The customer support rep was able to see the duplicate purchases and admitted the mistake and called the airlines to get the refund.
A few days later, I received an email from Expedia stating that it was the airlines fault. I am a software developer. The likelihood of TWO different airlines double booking the flights at the same time is about as likely as getting struck by lightning. It is much more likely, as *** confirmed, that Expedia double booked the tickets (either an computer glitch or whatever).
I did receive my refund from ***, but have not yet received any refund from ***, nor any communication to that effect.
Expedia.com Response
• May 16, 2019
May 16, 2019
Revdex.com***, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a request for a refund of the duplicate tickets.
Our records indicate, on April 30, 2019, Mr. or an authorized user of the Expedia account booked four combined one-way flights, departing July 23, 2019, from Seattle, WA arriving in Kailua-Kona, HI and returning on August 1, 2019 via itinerary ***. A confirmation email was sent on April 30, 2019 and was first opened on May 1, 2019 and reviewed once. On May 4, 2016, Mr. called stating he has been double charged for each ticket. Our representative called each airline to confirm the information. *** and *** Airlines were both showing duplicate tickets. *** advised they would refund and *** provided a waiver code and would issue a refund.
Upon further review Expedia on May 16, 2019, Expedia contacted *** Airlines and they confirmed ticket numbers ***/***/***/*** are duplicates and issued a refund for each ticket in the amount of $393.30. Per *** tickets ***, *** are valid tickets for travel and can be confirmed on ***.com. Expedia also contacted *** Airline and they advised they issued a refund for $334.30 for each ticket on May 4, 2019, normally seven to ten business days.
After review of the Expedia system and speaking with both airlines, it appears after the Expedia records were sent to the airlines for ticketing the airline system issued two tickets for each of their records. Each airline corrected their error by issuing a refund for the duplicate tickets. As a courtesy, Expedia placed a $25.00 voucher onto Mr. Expedia account. The voucher is valid until June 30, 2020 and can be used to book a pay now hotel or a pay now hotel and a flight. The terms and conditions are listed on the voucher. The voucher can be used for anyone who books through Mr. account.
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 *** and *** Airlines. 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. 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
Expedia.com Response
• May 20, 2019
May 20, 2019Revdex.com***, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com ***. We regret to hear Mr. did not accept our response.We are again responding to Mr.’s complaint regarding a refund for the duplicate tickets and a $35.00 overdraft fee from the duplicate charge.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. When the reservation was created on Expedia.com, Expedia created an itinerary number and the ticket numbers were issued against the itinerary number. On May 16, 2019, Expedia contacted *** Airlines and they confirmed ticket numbers ***/***/***/*** were duplicates and were issued under their system and airline identifier. *** Airline advised they issued a refund for each ticket in the amount of $393.30. This refund shall appear on your card in up to ten business days from the date *** Airline issued the refund. On May 4, 2019 Expedia spoke with *** and *** Airlines in regard to the duplicate tickets and the refund. *** Airline processed the refund at that time. *** Airline did not, they processed the refund as of May 16, 2019 after Expedia spoke with them the second time.In review Expedia shows one reservation and itinerary number that was created when the reservation was created. As previously state each airline corrected the duplication on their end by issuing a refund. The voucher that has been placed on your Expedia is a courtesy on our behalf. Regrettably, Expedia does not cover overdraft fee’s.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Customer Response
• May 20, 2019
Complaint: ***
I am rejecting this response because the company that I dealt with (Expedia) sold me a defective product which resulted in a net loss for me of $35. it is indisputable that this was not my issue, but rather an issue with the product I purchased, and yet "Expedia does not cover overdraft fees". They are expecting me to swallow that cost as a matter of doing business with them apparently. In addition, as I have stated before, *** has not yet refunded my money. Why I have to be the one to continue to ask for it, and required a Revdex.com complaint to get Expedia to look into again is beyond me (note that I sent another email reply to my open customer support case with them on 5/12 stating that I still had not received my refund - and received no response). And so here it has now been 20 days and they are saying that it may be another 7-10 days for the refund means that they have been holding my money for a month. The service has been appalling.
MAY 11TH I ATTEMPTED TO PAY FOR 3 FLIGHT TICKETS THROUGH EXPEDIA FOR 1327.88 AT NO POINT DURING MY BOOKING PROCESS WAS THERE A WARNING THAT THE FLIGHTS WERE NOT AVAILABLE. WHEN I TRIED TO COMPLETE BOOKING IT GAVE ME A ERROR MESSAGE I CHECKED MY CARD HALF THE PAY WAS TAKEN FOR *** AND PENDING ON MY CARD BUT THE TICKETS WERE NOT BOOED. I'VE SPOKE WITH MULTIPLE REPS FROM EXPEDIA WHO ONLY TOLD ME ITS *** ISSUE SO I CONTACTED *** AND FROM *** THEY ALLOWED THE FIRST FLIGHT TO GO THROUGH SO ITS NOT ON *** THEY AUTHORIZE THE TRANSACTION TO GO THROUGH AND TOLD ME EXPEDIA WOULD HAVE TO SEND THEM FORMS TO HAVE THE PENDING TRANSACTION REMOVED. EXPEDIA THEN SAID I WOULD HAVE TO GET IN CONTACT WITH *** WHICH WE DID THIS TIME I'VE SPOKEN TO AT LEAST 4 EXPEDIA REPS AND ONE *** REP . *** TOD EXPEDIA THERE'S NOT EVEN A AUTHORIZATION NUMBER IN HERE SYSTEM FOR THE PENDING TRANSACTION ON MY ACC NOTHING THEY CAN DO..SO WHEN SPEAKING TO A REP AFTER 4 HOURS SHE FINALLY GAVE ME A 100 OFF COUPON WHICH THEN I WAS SATISFIED WITH AND WAS GOING TO REBOOK TICKETS AGAIN. MOVING FORWARD TO TRYING TO BOOK AGAIN THIS TIME WITH THE COUPON THE COUPON IS ONLY FOR HOTELS -__- I NEVER ONCE TOLD THEM I NEEDED ANYTHING DEALING WITH A HOTEL SO WHY GIVE ME A HOTEL COUPON . THEY KEEP TELLING ME HAVE TO WAIT BETWEEN 3-15 BUSINESS DAYS TO GET MY MONEY BY THEN TICKETS WILL COST MORE AND MORE AND THEY SEEMED VERY UNCARING ABOUT THE SITUATION.
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 taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to
the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a flight reservation. We
understand Ms. is requesting a refund in the amount of $681.00 due to
the pending authorization on the customer’s credit card.
Our records indicate that
on May 11, 2019, Ms. or an authorized user of her Expedia account
self-booked a flight reservation using Expedia, under itinerary
***. The reservation is for
two combined one-way Basic Economy Fare for both outbound and inbound
flights. The outbound flight is
travelling with *** and the inbound is with ***. This itinerary is a cancelled
reservation. Per the customer’s account
history, there is a pending authorization on this itinerary and confirmed the
transaction has been cancelled.
Upon further review, we
can confirm that Ms. contacted Expedia. The customer was advised that the pending
authorization will fall off within three to five business days. Kindly note the
itinerary *** was booked on a Saturday, and the process will only
start either on Monday, May 13, 2019 or Tuesday, May 14, 2019. The charge you
see on your account for this itinerary is a pre-authorization; it has not
actually been processed or debited. The funds are usually released and the hold
removed from your online statement within three to five business days. If the timeframe has past, you can call the
*** credit card company to request a release or removal of the hold. Per your account history, the *** credit
card company was on the conversation on May 12, 2019, advising Expedia and your
good self, that there was no pending authorization from ***.
Nonetheless, we reached
out to *** and advised the airline was not able to locate the
charge, confirming the reversal of the flight cannot be processed.
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. *** and *** are the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking. We hope you understand we must adhere
to the policies dictated by the vendor.
Furthermore,
the record shows that on May 12, 2019, Ms. self-booked a two combined
one way, published basic economy fare for one passenger under itinerary ***
for *** as follows:
Travel is
with *** on the outbound flight from Richmond, VA to Los Angeles,
CA, departing on July 11, 2019 at 7:00 am, with a connecting flight in Chicago,
IL.
Travel is
with *** on the inbound flight from Los Angeles, CA to Richmond,
VA, departing on July 15, 2019 at 11:40 pm, with a connecting flight in
Washington, DC.
The
flight total cost is $454
The
flight Protection Cancellation Plan was purchased with the itinerary for $33.00
The total
cost $490.00 including the booking fee of $3.80
On May 14, 2019, Ms. self-booked a two combined one way, published
basic economy fare for one passenger under itinerary *** for *** with the following details:
Travel is with
*** on the outbound flight from Richmond, VA to Los Angeles, CA,
departing on July 11, 2019 at 7:00 am, with a connecting flight in Chicago, IL.
Travel is with
*** on the inbound flight from Los Angeles, CA to Richmond, VA,
departing on July 15, 2019 at 11:40 pm, with a connecting flight in Washington,
DC.
The total cost is $457.80 including the
booking fee of $3.80
We regret Ms.
experience was not as we would have hoped, and any subsequent inconvenience
caused, based on the information above, Expedia is not able to fulfill the
refund request.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
In Feb,2018 I booked 3 rooms online at the *** Hotel in St Lucia through Expedia. All 3 rooms were in my name and I was given an itinerary number for the reservation. I decided to go to a different country and couldn't cancel on the website, it required contacting Expedia. I called them to cancel a week after making the reservation, gave them the itinerary number and my name. They cancelled only one of the 3 rooms and when my original booking date came up, the hotel charged me $6516.00 for the remaining 2 rooms.I called Expedia and was told they had only cancelled one of the rooms and they would investigate why.. I continually called them for 2 months and they never did anything to resolve this issue. Every time I was told it hadn't been investigated yet and was assured I'd receive a phone call in 72 hours. That never happened. I went up the ladder to Corporate 3 times and each time was promised at this level they were able to resolve this. After the first Corporate call promising me resolution, I never received a follow up call. After the second call to Corporate (different person, )I received an email saying they are still investigating and would contact me again in 5 days. That never happened and I emailed him back, but I received an anonymous email asking for my itinerary number so they could investigate. I provided that and received 6 emails stating they couldn't give me any information because that was not the email they had on file for me even though I assured them it was. I then called Expedia again and was told yes, in fact that was the email they had on file for me. I was again transferred to Corporate and assured once again it would be resolved, I received one call saying they are still investigating, then never heard from him again. I tried calling the numbers that these people call from, but they go to a busy signal. The hotel will not cancel the charge because they say Expedia is responsible, which they are.. They need to cover the charge.
Expedia.com Response
• Jun 06, 2019
June
6, 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 cancelled hotel reservation. We understand Ms. is requesting a
refund in the amount of $ 6,516.00.
Our
records indicate that on February 16, 2018, Ms., or an authorized
user of her Expedia account, self-booked a refundable hotel reservation for
three rooms using Expedia’s website, under itinerary ***. The booking
was with *** St. Lucia Resort – All-Inclusive, ***,
St. Lucia for a check in on February 18, 2019 and a check out on February 27,
2019. The cost for each room was $3,258.00, for a total cost of $9,774.00.
The
hotel’s cancellation and change policy applicable to this booking are:
Free
cancellation. Deposits are fully
refundable if canceled before 6:00 pm local hotel time, February 4, 2019. Room cancellations made after 6:00 pm local
time, February 4, 2019 will not be refunded the deposit amount.
Upon
review of the complaint, we can confirm Ms. called Expedia on
February 22, 2018, to cancel the hotel reservation and one of the three room
reservations was cancelled. The customer received an email on the same date
confirming the one room cancelation. Ms. called Expedia again on February
7, 2019, requesting a refund for the other two rooms, as she was charged by the
hotel. Expedia reached out to the vendor
on her behalf, but unfortunately, they declined the cancellation and refund
requests, as the booking was already within penalty.
Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. The *** St. Lucia Resort – All-Inclusive is the merchant
of record (the entity that received the funds and the company that charged the
credit card) on this booking. We hope you understand we must adhere to the
policies dictated by the vendor.
Nonetheless,
Expedia is currently communicating with the hotel further to see if an
exception to their policy can be made. Once the vendor’s response is received,
Expedia will communicate directly with the customer to reach a final
resolution.
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 07, 2019
Complaint: ***
I am rejecting this response because:Expedia is correct that I booked 3 rooms online at the Stardust hotel in St Lucia. Each room was under the name "***" only, one credit card was used and one itinerary # was assigned.The site will not allow you cancel online, so I trusted that when I called Expedia to cancel "the reservation," that the whole reservation would be cancelled, not just one room. If all 3 rooms were under my name, how did he know which room to cancel, as all 3 had a different number of occupants.Obviously that question was not asked.I was told numerous times for 2 months that they would listen to the recording and make a decision as to who was at fault, For 2 months, every time I called I was told no one had listened to the recording. Expedia needs to do that.Again,I canceled "the reservation" as I decided to go to Belize. *** booked that trip at a lower price than *** and I had no problems . They repeatedly sent me emails about that booking, asking if there was anything I needed and offered help with booking tours. Had Expedia done that, I would have been aware that they had not cancelled the whole reservation. Expedia said they emailed me the same day I called.I have sent a month's worth of emails to Revdex.com and there is nothing from Expedia.At one point, I received 6 emails (after attempting to reach the Corporate Office) stating my email was not associated with my account.I sent copies of those emails to Revdex.com Because perhaps they sent it to the wrong email. However, when I called Expedia, she confirmed my current email is associated with my account.
I could have told Expedia not to bother contacting the hotel, as I already had. Their Miami office is regulated by their main office in London.They said this was definitely Expedia's error, and they were not willing to compromise because Expedia already Charges them 20% of the reservation Just to post the hotel on their site. I was told numerous times that Expedia "was attempting to contact the hotel." All messages are recorded-Expedia, listen to that message. The hotel said Expedia not only never contacted them, but never attempted to as there were no messages ever from Expedia on their answering machine. Now, 4 months after my attempts to get some kind of followup from Expedia, they have told the Revdex.com that they are communicating with the hotel. It has taken the Revdex.com to initiate any action from Expedia.Why, for 4 months, have they failed to followup in any way with me.
Even after my numerous calls to Expedia, starting with the notification from the Stardust Hotel, Expedia still never cancelled the reservation. Stan in the Corporate Office discovered this mistake on 2/2219 and finally cancelled it. It didn't matter though, because the first I knew that I had a reservation was 2/7/19, well past the refund cancellation policy.
Expedia was negligent in not cancelling the reservation and negligent in the follow up with me.Because Expedia is a federally regulated company, I have contacted my US Senator *** office. and was contacted by ***, his Constituent Service Representative. He sent me an email stating that part of Senator *** job is to "help identify and communicate with federal agencies to resolve issues." They sent me a form to outline my complaint against Expedia and a HIPPA form to release information to his staff and the agency who will handle this complaint.
To me, there is no alternative. Expedia needs to pay the $6516 because they failed to cancel all3 rooms when I "cancelled the reservation.
I started booking a package flight and hotel on Expedia.com. The quoted price was about $1,200. All the way through the reservation flight and hotel selections this price was showing. On the last step, right before purchase, the price went up to $3,000. I called on the phone and representative told me that she is experiencing the same issue, that probably the price will fall down when we make the reservation and that the reservation has a 24-hour cancellation-free policy. She recommended me buying it despite the high price. Later on it tuned out the reservation does NOT have a 24-hour cancellation-free policy. The flight could be cancelled, but the hotel was non-refundable, which basically made me stuck into the whole reservation.
I contacted Expedia numerous times, most of the responses were that they work in a live environment. On the other hand the same reservation on *** was around $1,200, so I would guess that would be the “live” and reasonable price.
Expedia also refused to match the price because they said they do not have such a policy any more, since they guarantee the lowest price. Despite that their price of $3,000 is outrageously higher than the ***’s $1,200.
I attached not only screen shots of the website of Expedia with a SUDDEN almost THREE times increase of price, but also screenshots of *** for the same reservation. Despite that all Expedia responses seem to be copying the same standard reply about the “live environment”.
Very disappointing experience with Expedia! Very misleading phone representative and an extremely inadequate customer service!
I made a hotel reservation through Expedia and they booked the wrong room. I had to cancel and re-book a different room. They were supposed to refund the full amount for the first mess up, and I was charged for the second reservation. When I arrived at the hotel, there was no record of my reservation and had to pay for a room for the third time. I contacted Expedia and they only did a partial refund and then told me my room amount was less than they actually charged me. I sent them billing statements to show the amounts charged and they have refused to refund the full amount for both reservations that they messed up, even though I never received a room. I also purchased travel protection just in case something like this happened. I have been working with Antonio, Kim, and Ariel in the customer service department but none of the people will truly help me. They send me automated messages and then pass me off to another representative.
Expedia.com Response
• May 15, 2019
May 15, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund request.
Our records indicate, on February 7, 2019, Ms. *** or an authorized user of the Expedia account booked three combined one-way flights, departing April 19, 2109, from Spokane, WA arriving in Las Vegas, NV and returning on April 2, 2019. The reservation also included an two-night hotel stay at the ***; along with the Vacation Waiver via itinerary ***. A confirmation email was sent on February 7, 2019, it was first opened on February 7, 2019 and reviewed once. The *** cancelled the hotel reservations under itinerary number ***. A cancellation confirmation email was emailed to the email address on the Expedia account on April 9, 2019, it was first opened on April 9, 2019 and reviewed once.
Additionally on April 9, 2019, Ms. *** or an authorized user of the Expedia account purchased a two-night hotel reservations at the ***, checking in on April 19, 2019 and checking out on April 21, 2019 via itinerary ***. A confirmation email was sent on April 9, 2019, it was first opened on April 9, 2019 and reviewed twice. The *** cancelled the hotel reservations under itinerary number ***. A cancellation confirmation email was emailed to the email address on April 16, 2019, it was first opened on April 16, 2019 and reviewed three times.
Upon further review Expedia has been able to verify on May 6, 2019, Ms. called in complaining the hotel could not find her reservation. She stated she had to cancel and book another one directly with hotel. Our representative called hotel to verify and the hotel advised to send them an email. From May 6, 2019 through May 9, 2019, there were numerous email communications between Expedia and Ms. and The *** regarding Ms.’ reservation.
After further review on May 14, 2019, Expedia has reviewed of the details of Ms. account. The reservation were cancelled by Ms. on April 9, 2019 and on April 16, 2019. When the reservation was cancelled online on April 16, 2019, the hotel penalty of one day applied and the refund amount $192.29. On April 10, 2019 to *** card ending *** for $239.94 was issued as a refund for itinerary number ***. There are two refunds under itinerary number ***, $192.29 that were processed on April 16, 2019, one of our representative issued a refund as a courtesy for $169.61 and process it on May 8, 2019, both to *** card ending ***.
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. 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
Customer Response
• May 15, 2019
Complaint: ***
I am rejecting this response because I did not cancel the second the reservation. There is no other authorized used for my Expedia account. Expedia cancelled my second reservation without notifying my and I should not be charged a penalty for their screw up. I have not been refunded the full amount Expedia charged me for reservations they messed up. I will not stop until they refund every cent they charged me. I will not allow Expedia to steal my money.
I booked my week long vacation using Expedia. I booked specifically a Junior King Suite with OCEANFRONT/Terrace. I paid over $4400 and by the way this is the week I plan on proposing to my girlfriend and on limited funds. Upon payment the confirmation was sent to my email which stated Junior King Suite with Terrace. Nothing was mentioned about OCEANFRONT. SO I decided to call hotel and they did confirm that Expedia did make a mistake and sold me a regular room with NO OCEANFRONT or even OCEAN VIEW. So I called Expedia who told me to screw off and they will not help me even after admitting on a recorded line that the room said "oceanfront". Expedia is a bait and switch organization and ruined my trip because now I have to pay another $1200 just to get a view of the ocean. I want to share my story to prevent others from going through the same experience.
Expedia.com Response
• May 16, 2019
May 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on May 1, 2019 ***, or a person authorized for the account, booked a package with roundtrip flights for two passengers with *** traveling from Los Angeles, CA to Honolulu, HI, departing on June 27, 2019 and returning on July 7, 2019. The package included nine nights with ***, Honolulu in a “Studio Suite, 1 King Bed, Terrace”, and the Travel Protection Package Protection Plan.
The hotel’s cancellation policy for the room and rate selected at the time of booking stated it is nonrefundable with no changes allowed.
The customer contacted us stating that a different room type had been booked on May 8, 2019. We reviewed the booking data and found that the room type booked and paid for was the one that was received in the package, a “Studio Suite, 1 King Bed, Terrace”.
The description of the “Studio Suite, 1 King Bed, Terrace” states it has ocean views, which the hotel verified it does have from the terrace. The “Studio Suite, 1 King Bed, Terrace” is not an oceanfront room. The hotel has a “Suite, 1 Bedroom, Oceanfront” that is Oceanfront and would be a substantial upgrade.
On May 8, 2019 the hotel offered a waiver that would have allowed the customer to upgrade the room type paying only the difference. That waiver was declined by the customer and is not available. Any further waiver requests must be approved by the hotel and would also be based on availability.
Based on our review Expedia will not be able to provide a refund or compensation in this case.
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 16, 2019
Complaint: ***
I am rejecting this response because:
The room specifically said "OceanView" NOT "PARTIAL OCEAN VIEW" When someone purchases a room that says "Ocean View" that means full ocean view, otherwise they should have stated "Partial Ocean View" This was not accurately described during the confirmation process. Also, when I called Expedia the first representative who answered confirmed on the line, Yes I see here your "Junior King Suite Ocean View w terrace" and then once she called hotel changed her wording around. This was 100% accurate because we have a recorded line with her saying so. Expedia Corporate is clearly trying to avoid the bad review or consequences for misleading consumers.
I booked 2 rooms for an upcoming trip. According to their best price match guarantee I can price match up until the day before travel. I've been trying to price match since may 1st with no response from them. Their current price of these rooms are $68.17 per night for all three nights with a fee/tax of $9.54 which is a total of $466.28 and due at property $251.70. On March 12th when I booked the two rooms and price matched I paid May 11th $179.28, May 12th $71.28, May 13th $71.28 with a tax/fee of $43.07 per room for a grand total paid $672.72, $440.02 was paid in points and $232.70 was charged to my Expedia card with a fee due at property of $251.70. This equals a difference of $206.44 in the two prices. They have yet to respond or refund my money and their forum says they will contact you within 48hrs. I've spent 3hrs of my time on the phone with no resolution to this problem.
Expedia.com Response
• May 16, 2019
May 16, 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 the claim for the Hotel
price guarantee. We understand Ms.
is requesting a refund of $206.44.
Our records indicated that on March 12, 2019, Ms.
or an authorized user of her Expedia account, self-booked a refundable hotel
reservation using Expedia website under itinerary ***. The
reservation was with the ***, Las Vegas, NV for a
check in on May 11, 2019 and a check out on May 14, 2019. The hotel reservation was completed. Total cost is $792.82.
Upon review of the complaint, we can confirm Ms.
sent the Hotel Price Guarantee claims through email after an error attempting
to submit the screenshots of the claims on our website. There were three claims:
The Hotel Price Guarantee screenshot dated on
March 12, 2019, the total hotel price is $672.72, was taken from Vegas.com
website. The customer called on the same
day and the refund was processed for $57.10.
The Hotel Price Guarantee screenshot dated on
May 1, 2019, the total hotel price is $617.35, was taken from Booking.com
website. The difference in price is $55.37.
Total due to the customer is $55.37.
The Hotel Price Guarantee screenshot dated on
May 8, 2019, the total hotel price is $466.28, was taken from Expedia.com
website. The difference in price is
$151.07. Total due to the customer is $151.07
Total refund due to the customer is $206.44
The refund in the amount of $206.44 will be processed on
the customer’s credit card on file on the customer’s Expedia account.
Our calculation is based on the claims submitted, the
adjustment is made on the most current price the customer paid and not on the
original price.
For
further information, the full terms and condition of the Hotel Price Guarantee
is available for review using the link below:
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 in France through ***, which is actually Expedia. I made this booking booking 5 weeks before my trip. I thought that since I was traveling internationally it would be easier to use a trusted third party service than booking directly with the hotel. Boy was I wrong! 60 hours before my flight I receive an email directly from the hotel indicating that there was plumbing problem and they couldn't accommodate me but they'd be happy to cover any costs to switch hotels. I called Expedia and informed them of this. The *** tried to get in contact with the hotel, couldn't, then elevated me to a supervisor who tried to contact the hotel, couldn't, then informed me I would be contacted by a travel specialist within 24-48 hours to relocate me. I waited 24 hours, called back, rinse repeat, except this time I'm told by the supervisor I'll be contacted by the end of the day. 5pm rolls around and no call back. I'm now 15 hours from departure. I call back, rinse repeat, except this time the supervisor tells me I need to wait to be contacted by a travel specialist within 24- 72 hours. I asked what happened to the original time frame of 24-48 hours when I called the previous day? No good answer. I ask, what I'm supposed to do now that I don't have a hotel accommodation? No good answer. So, Expedia was willing to let me be stranded in a foreign country. I decide to book another hotel myself, and deal with getting refunded after returning. I called Expedia today (May 9) after returning to the United States asking for a refund. Same process, 50 minutes later, I get a confirmation email saying my refund is in process. I also ask for recompense for having to call these people several times and for Expedia's willingness to let me be stranded in a foreign country. Allegedly, they'll be able to make that happen.
I will never use Expedia again, and moving forward will just book directly with the hotel. The incompetence and tardiness demonstrated by both the *** and Supervisors was mind blowing.
I purchased international plane tickets from Expedia.com 10 months in advance of our 1/2/2019 travel date. Upon arrival at the airport, we found out that one of the tickets was issued incorrectly by Expedia and that the airline could not let us board the plane. After three hours on the phone at the terminal gate with Expedia and the airline representatives, Expedia told us to buy a WHOLE NEW SET of tickets directly from the airline since they could not fix the e-ticket numbers without a two-day investigation. I was told by tier two customer service that the price I paid for the original ticket and the price difference to buy same-day international plane tickets would be refunded within two days. After a number of follow up emails, I have not received the promised "two-day" refund months later.
I did contact *** (credit card used to buy the original tickets) and received a chargeback for the $2,160.51 paid for the original ticket. The remaining $1,192.66 that was promised to make up the difference between what I paid Expedia and what I had to pay directly to the airline ($3,353.17 ) is what I am still waiting to be refunded. I have all written documentation to proivde to the Revdex.com to support this case.
Expedia.com Response
• May 15, 2019
May 15, 2019
Revdex.com
Expedia.com – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia.com Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint id#***) regarding a flight reservation she had to book directly with the airline.
On March 14, 2018, Ms. self-booked a flight reservation via itinerary ***. Ms. was charged $4321.02 for two airline tickets. We understand from Ms.’s complaint after an involuntary schedule change both tickets were reissued with the same name of one of the passengers. Ms. contacted Expedia by phone the date of the scheduled flight departure and was told to purchase new airline tickets and Expedia would investigate. Ms. is requesting a refund of the difference between the original amount she paid for one ticket and the price she paid for a new ticket.
After researching the complaint and reviewing the information from the call Ms. made to Expedia on January 2, 2019, we were able to determine that Expedia waited for a response from the airline. No response was received from the airline and an Expedia agent did not contact the customer for a follow up. Although it should have not been necessary, Mr. didn’t contact Expedia by phone again. We are providing a refund of the difference in the amount of $1192.66. The refund has now been processed and will typically be made available to the customer’s account by their financial institution within 3 – 7 business days.
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 16, 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 suggest that Expedia proof their written responses to correctly name their customers as I have no idea who Ms. and Mr. are.
On 04/14/2019 I proceeded to book a short getaway for my family and the family of my fiancée. We were to travel with our kids to the Nation’s capitol so I searched for a hotel on the Expedia site that would accommodate all of us and would also include breakfast. After looking around a few sites I booked the *** on Expedia. There were seven guest and the reservation were for two rooms for two night at a total of 724.80. This room was to include free WiFi, breakfast buffet/free breakfast, and $10 food and beverage credit per person/per day. Upon checking in after a long drive we were told by hotel staff that those were not the terms of our stay. They told us that breakfast was not included and also that the $10 credit was just for one person per stay, so not only was breakfast not free but other perk of stay was not available as well. We called and were told to provide receipt for breakfast at hotel. After calling Expedia, representative told us to keep hotel receipt for reimbursement and it was ok until the morning when we tried getting the $10 dollar credit and that was again a problem so we left hotel and had breakfast elsewhere for both days of our stay. After writing to Expedia about yet again another bad experience I called to find out what was going on with the case. After speaking to two customer service representatives I was told I would get two coupons a $200 and $100 valid for a year at first I was hesitant because I honestly don’t see myself using Expedia but the representative assured me no black out dates and that coupon would be valid for a year, that was not the case. One of the coupons would expire in about a month and the other for a lower amount had a year. They tricked me again by trying to give me a fake resolution. I feel like Expedia is trying to get their customers with bad business practices and does not put correct information on the hotel they advertise and sell through their site.
Expedia.com Response
• May 13, 2019
May 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on April 14, 2019, ***, or a person authorized for the account, reserved two rooms with the ***, for two nights, with check in on April 26, 2019.
The reservation included a Bed and Breakfast promotion from the hotel, which was a $10.00 credit per day, per room, that may be used towards breakfast buffet.
The customer contacted us on arrival and said the promotion viewed included free breakfast. We offered that a receipt could be submitted from the hotel showing the charges paid for the buffet breakfast.
After the stay was completed, the customer sent an email advising they had elected not to eat at the buffet breakfast, and later followed up by phone. We reiterated that the reimbursement offered was for charges paid for the buffet breakfast. As no receipt could be provided no reimbursement was due.
As a gesture of goodwill, the customer was provided an Expedia Travel Coupon that is active and valid in the customer’s account for up to $200.00 off a future prepaid hotel or hotel package that is booked in the account by June 30, 2019. Terms and conditions apply and can be viewed with the coupon in the customer’s account.
The hotel reservation was fully used and is nonrefundable. Based on the above Expedia will not be able to refund the reservation 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 13, 2019
Complaint: ***
I am rejecting this response because:
What Expedia seems to not understand is that not only was the breakfast not included but neither was the credit of ten dollars per day per guest false advertisement and also an embarrassing situation. What was I to do not stay at the hotel after six hours of driving, they make it sound so easy like I could have left and gone to another hotel when that was not an option given and I still would have been charge for booked hotel. If I knew prior to reservation all that would happen I would have booked with another travel site and not used Expedia’s services which include horrible customer service as the last person I spoke to was a bit threatening and rude I had to hang up. This is the way this company operates. The last representative offered me a deal that was supposed to be valid for a year then when I checked it was for a month when I said I would report the bad customer service he got a bit rude and that is unacceptable. I included a picture of said reservation and the two things that should have been included since the company like to point out it was one or the other. Also the treatment we got at the hotel for trying to get the credits is what made us leave and get breakfast elsewhere and I offered to show credit card statement which they don’t seem to recall in place of a receipt.
I am stationed in Anchorage AK with the military. I booked a trip with Expedia to see my brother get married. Expedia took the money from my account (800+) and the website took me back to the main page. I did not get any confirmation or reservation. I called Expedia to attempt to fix the issue. I was redirected to 3 different people who failed to fix the issue. I was told by Carl (customer service rep) that the tickets I bought on Expedia website were sold out even though the website said they were available and that was the issue. I told him I needed the money back ASAP so I can book a different flight so I can make the wedding. He told me to call my bank. My bank (***) told me there was nothing I could do but wait for my money. Because of Expedias failure to keep their website updated, terrible customer service, and inability to reserve me another flight, I am at a loss for 800 dollars, and can not book another flight until I get my money. This will result in higher travel prices and loss of flight options. Afterwards, I tried to call Expedia back and I was connected with a female who did not speak English. I could not understand her, and I gave up trying to figure this out. I don't know what else to do to be heard.
Expedia.com Response
• May 13, 2019
May 13, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding his request to receive his money back immediately.Our records indicate, Mr. or an authorized user of the account made four attempts to book a roundtrip flight departing May 23, 2019 on *** from Anchorage, AK to San Francisco and return on May 28, 2019 on Alaska Airlines from San Francisco to Anchorage, AK. The reservation was not confirmed, as the airline prices either increased or the space was no longer available.
Upon further review Expedia has been able to verify that the four attempts were placed on to your Expedia account. The notifications on your Expedia account stated, “the flight is not booked”.
After further review, Expedia has been able to verify our system advised that prices are not guaranteed until booked and during you booking process your reservation came back numerous times advising, “the price of your flight has changed from $689.26 to $674.05. You can continue booking or look for another flight”. In Mr. Expedia account the itineraries show that they were not confirmed. When creating a reservation on our website, our website will validate your card for the amount of the reservation, if the reservation does not go through the hold that was taken against your account is released. The timeframe is based on your financial institution.
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 airlines, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by ***, the company that would have charged you for the flights.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.
LIABILITY DISCLAIMERThe airlines, hotels and other suppliers providing travel-related products and services 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 are not liable for any costs, expenses, claims or damages arising out of any services to recover any of the foregoing, including without limitation relocation costs. Without limiting the foregoing, the Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Please accept our apologies for any inconvenience you have experienced. Based on the above, Expedia is unable to offer any compensation. 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 double room at the *** in St. Paul, MN for one night, May 4th-5th through Expedia. I found the hotel for a cheaper price, and tried to fill out their Hotel Price Guarantee form, which was not working. After spending hours on chat and exchanging emails, I was told that the proof of my lower price was not sufficient. I later booked a second room, with one King bed, at the same hotel for the same price. I later found that a double room for the lower price again, and made sure to get proper documentation and once again tried to fill out the Hotel Price Guarantee form. The form once again would not work- the page would load, then the form itself would disappear and be replaced by a link to a new form. Upon clicking that link, I was brought to the home page. I once again spent multiple days trying to get things resolved, and was told that I could not price match either room, because the better price was only for a double room. At no point did Expedia offer to do a price match, as is promised in their policy, for the double room that I found at a cheaper price. Furthermore, their site makes it as difficult as possible to ask for a price match, and they failed to fix a form allowing their customers to ask for that price match after receiving my complaint months ago. Their customer service is completely unhelpful, and I would like my price match and the accompanying $50 coupon processed, as per the company's own policy.
Expedia.com Response
• May 14, 2019
May 14, 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her hotel reservation. We understand *** is requesting a refund of her price match request and the $50.00 coupon to be processed.
Our records indicate on March 29, 2019, ***, or a person authorized for the account, self-booked a hotel for a stay at the *** for check-in May 4, 2019 and check-out May 5, 2019.
Based on our review, the terms and conditions of the Hotel Price Guarantee were provided and accepted at the time of booking. The customer’s Hotel Price Guarantee claim was denied due to the invalid the websites that was submitted. (see below our policy)
Comparison Rates Must Be Available to the General Public Online:
The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based website. For example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general public. The lower rate may not come from a website where you call to get the rate or from an e-mail that you received. The rate must be quoted and booked in U.S. dollars (and without reference to currency converters).
We reviewed our records and the customer screenshot was provided for *** which is consolidator website and *** website which is not a U.S-based website.
We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Expedia we try as much as possible to provide not only excellent customer service, but we also try to exceed what is expected of us. However, we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers.
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 bought a vacation package from Expedia that included flight and hotel. Paid the extra money to secure a non-stop flight to and from my vacation destination. Booked my vacation far in advance to secure affordable pricing. It now appears that as my trip is closer I get an email from Expedia letting me know that my flight has been cancelled and are giving me options that do not work for me as I have already booked hotel and tour packages. In order for myself and my family to arrive at our destination at the times we selected I will need to get a refund from the airline carrier and re-purchase tickets that are now doubled the price and cost just as much as the whole vacation package I initially purchased. This not the first time that Expedia has done this to me. Now it looks like I will have to cancel the trip and my vacation plans have now been ruined.
Expedia.com Response
• May 16, 2019
May 16, 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 request for full refund due to the unacceptable schedule change.
Our records indicate, on October 18, 2018, Ms. *** or an authorized user of the Expedia account booked four round trip flights, departing June 15, 2019, from Los Angeles, CA arriving in Puerto Vallarta, Jalisco, Mexico and returning on June 23, 2019. The reservation also included an seven-night hotel stay at ***; via itinerary ***. A confirmation email was sent to the email address on the Expedia account on October 18, 2018 and has not been opened or reviewed.
Upon receipt of your complaint, we investigated the issues which were brought to our attention. We can confirm on May 4, 2019, Expedia sent two emails to *** advising the schedule change was not acceptable and Ms *** did not want the day before the original flight or the day after. A request was made for a full refund. *** responded with two emails as follows: “In this case, we can make the change without charges for the schedule change with any options that you showed us, but if you are looking for a refund it is necessary to validate it with our customer service department”. On May 14, 2019, Expedia contacted *** in regard to the unacceptable schedule change and the refund request. *** created case *** and asked Expedia to call back May 15, 2019 and check the status. On May 15, 2019, Expedia contacted *** three different times via the telephone and each time was asking to call back. Expedia sent two emails to *** advising the schedule change is unacceptable and a full refund needs to be issued. Also advised their telephone communication is not working and agents continuously ask Expedia to call back.
After further review Expedia is not able to issue the refund until we are advise by ***. Once Expedia receives the required *** authorization in regard to the refund, the refund will be issued to *** and they will issue a refund to the card of Ms..
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 ***. 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 with ***’s schedule changes. 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
Expedia.com Response
• May 17, 2019
May 17, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. *** complaint regarding a refund. Expedia previously investigated the matter and responded that we have submitted a request for refund to *** and are waiting on their response. Expedia telephoned Ms. and was able to comprehend her request. Expedia advised the only option available per *** is to fully refund the itinerary or to accept the changed itinerary. She confirmed that she accepted the changed itinerary but was under the assumption that she could get a refund for the difference in a direct flight and a connection flight. Suggested Ms. go onto ***s site and make a comment of the change. In review of the matter, Expedia advised we are not able to refund based *** change and Ms. acceptance.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
Customer Response
• May 17, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On May 3, 2019, I paid for a hotel stay through Expedia at ***, Williamsburg Va. I paid 182.43 for 1 night stay. I asked 2 customer service representative if I can check-in-early on May 4, 2019 after 12:01 midnight. The 2 customer Service Representative confirmed that I can check-in early. I got to *** at 3:06 a.m. and after giving them my itinerary number, they refused me to check-in early and said I had to speak to Expedia because I was misinformed. I spoke to a customer service representative and a night audit manager and she confirmed that I should have been able to check-in early. Expedia customer service and night manager spoke to the clerk at *** and I was still refused to check-in. I was misinformed and I had to find another hotel that did not accommodate the hotel stay that I paid for. I tried to speak to a supervisor or manager at Expedia and was told that there is no supervisor available. I asked for the Expedia corporate number and when I tried to call the number given and on the website, you cannot get in touch with anyone. Also, I had to pay an additional $20.60 for taxes and fee at the hotel that we had to stay in because we were stranded and had to find another hotel. I am requesting my refund of $182.43 and $20.60 due to our inconvenience and being misinformed. As customers, our satisfaction was not guaranteed and we were not notified correct information prior to our travel.
Expedia.com Response
• May 13, 2019
May 14, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a
refund in the amount of $203.03.
Our records indicate that on May 2, 2019, Ms. or an
authorized user of her Expedia account was assisted by our agent to book a
non-refundable, hotel reservation using Expedia website under itinerary ***. The reservation was with the ***, situated at *** for a check in on
May 4, 2019 and a check out on May 5, 2019.
The cost is $182.43.
Upon review of the complaint, we can confirm Ms. was
advised by Expedia that the customer can check-in after 12:00 am on May 4,
2019. When Ms. reached the hotel
at 5:00 am, the hotel declined the customer to check in and was advised the
check-in time is at 4:00 pm.
Ms. called Expedia claiming an error from our end,
advising the customer the wrong information.
Expedia took responsibility to correct the error, by assisting Ms.
to book a new hotel reservation of her choice Ms. chose, the ***, Williamsburg, VA under
itinerary ***, with the same check in and check out dates using the
Expedia Travel Coupon for $200.00. The
cost of the new hotel base price is $154.95 but Ms. needed to pay the
taxes and fees of $20.60. The total cost
is $175.55.
Expedia reached out to the vendor to request for the
refund. The first call made to the hotel
on May 8, 2019, was not favorable as the vendor denied the refund request. As
per Ms.’s email on May 9, 2019, the customer spoke to the management at
the ***, advising the refund will be credited to the
customer’s form of payment. Expedia
reached out to the vendor again and confirmed the full amount of $182.43 was
refunded to Ms.’s account.
While we regret Ms.’s experience was not as we would
have hoped, based on the information provided above, Expedia is not able to
fulfill her refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
Customer Response
• May 14, 2019
On May 13, 2019. I did receive a refund of $182.40 from Expedia and applied back to my account. Thank you.
Complaint: ***
Offered flight home and lead corporate supervisor Cameron rebuked offer. Now homeless. flight to Grand Rapids Michigan from LAX.
May 17, 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 a replacement flight.
On May 2, 2019, Mr. self-booked a package reservation on our website which included a roundtrip flight from Grand Rapids, MI to Los Angeles, CA. Mr. also booked a hotel reservation in Los Angeles, and a Travel Protection Package which covers the change fee for the flight in case the passenger in case of sickness or injury. We understand from Mr.’s complaint, he mentions a supervisor he spoke with denied an offer previously given by another Expedia agent. Mr. requests that Expedia provide him with a flight booking at no cost to him.
Upon researching the customer’s complaint, we can confirm that Mr. missed his return flight from Los Angeles, Ca (LAX) to Grand Rapids, Michigan on May 13, 2019. Mr. contacted Expedia and mentioned he had not used the hotel reservation since he did not have the required deposit amount on his account. Mr. mentioned he sleept in the street and had to walk to the airport from his location as he had no funds to hire a taxi or *** to be taken to the airport. I personally reviewed the call which Mr. mentioned he was offered a flight, however at no point did Expedia mention we were covering the cost. When a customer misses a flight it is up to them to cover the cost of a new flight. Mr. spoke to a lead supervisor at the corporate office and after being advised we would not cover the amount for a new flight claimed he would go to the media and file a Revdex.com complaint.
At this time the holds should now be released and no longer appear on the customers account.
Expedia’s goal is to provide an exceptional customer experience. After reviewing the case Expedia will not cover the cost of a new flight since Mr. missed his original return flight. Our customer’s may always contact Expedia before a flight departure if a flight change is required. The information provided on this response will be saved to Mr.’s account.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Customer Correspondence Team
Complaint: ***
I am rejecting this response because:
In regards to a vacation that I took with Expedia.com. I booked a flight with Expedia.com where the inboard flight from Denver, Colorado to Los Angeles, California was delayed by approximately 1 hour because of an arrest on the plane, on the tarmac. Because of this I missed all connections via ***. I was unable to take the *** because I did have insufficient funds to make the deposit and the ***, so I was going to take the ***. The *** at this point was closed, which made me lose my first Hotel Night. Upon arriving at my Hotel, and in making the first night on the streets of Los Angeles, I made it to my Hotel, where I was unable to use the facilities, having to wait until 2 p.m. At this time I had $85. I was then unable to make the payment to my second hotel night, which went unused. I did ask for a reduced Deposit because it was one night, but it was not accepted. So I spent the second night on the street.
Of course at this point I was at fault for subsequently spending the next several days on the street. I felt that I could make it back to the Los Angeles Airport on time for my return trip, but I was unable to make it, because I did not properly understand the ***, and I ran out of money. I did end up walking several miles, and staying a short stay in a Hospital.
Now to the main basis of my complaint. Said statement of the conversation is untrue. I called 1-800-EXPEDIA where I talked to several customer service representatives. I subsequently talked to a manager, not of Corporate, where I was offered a flight back to Grand Rapids, Michigan, via Orlando, Florida. I was suffering from issues with my feet, so I asked to speak with Expedia Corporate, where I was treated in a very unbecoming manner. It is plainly stated on the tapes that are said to have been heard, that Expedia repeatly claimed that it was not their problem. I was then told that any offers that the subordinates had ordered were no longer valid.
I have travel insurance.
I appreciate your kind consideration.
Sincerely yours,
Mr. ***
Sincerely
On December 26th, 2018 I and multiple family members purchased a vacation package with Expedia. Destination towards ***, in hopes to celebrate my college graduation, my father birthday, and other family member’s birthday. Unfortunately on April 30th, 2019 those plans were ruined when we received an email from expedia stating our flight is no longer available or time slot is no longer available for which we paid extra to obtain that time slot, For a nonstop flight. Shortly after receiving their email we all called and requested a full refund in which we were told we could only be refunded $1587 out of the $2,414.20 we paid. Me and my family members have been misinformed so many times, and bounced around between the airline *** and expedia, In regards to remaining balance owe to us, Expedia is refusing to refund us our money for a package they are unable to satisfy and the airline as well. We feel that expedia and *** is lying to its customers selling packages it cannot satisfy and then refusing to refund the full amount. My itinerary is #***. Upon request I have about 15 family member’s itinerary and receipt of purchase, email from expedia of flight changes.
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 Mr. *** (Revdex.com case number ***) regarding a refund request.
Our records reflect on December 26, 2019 the customer accessed Expedia.com and self-booked package itinerary # *** for two people with flights aboard *** Airlines and a stay at ***, Mexico. Regrettably, *** Airlines advised they were issuing an airline schedule change and the customer was offered several options for alternate flights or they could choose to cancel their reservation and receive a full refund.
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves only 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 has no control over when, or how often, airline initiated schedule changes occur. We cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
Expedia does not own, operate or otherwise run any airlines. Additionally, Expedia’s Terms of Use, which were agreed to by Mr. at the time of booking, expressly state:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Affiliates. The Expedia Companies and the Expedia Affiliates 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 Affiliates 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.
On April 30, 2019 the customer contacted Expedia and advised they did not what to accept the alternate flights offered by *** airlines and wished to cancel their package reservation. Expedia was able to refund the resort portion of the reservation and on May 1, 2019 a refund of $1587.20 was made back to the customer’s original form of payment. Further, Expedia contacted *** Airlines on the customer’s behalf, as *** was the merchant or record for the flight portion of the reservation, and the party that charged the customer’s credit card for the additional $827.00. *** required that they speak directly with the customer and would need verification from the customer regarding the credit card the funds would be credited back to. Expedia provided this information to the customer noting that they can call *** or email them at ***. The customer has continually refused to contact ***, asking that Expedia process their refund. Expedia does not have the ability to comply with this request as Expedia did not charge the customer for the flights. *** holds their funds and the only option to get the refund they are requesting for the remaining $827.00 is to work with *** Airlines in the manner required. If the customer does not contact *** and provide the credit card verification, they will not receive the refund.
As to the other travelers the customer is noting, the same scenario applies to their refund for the flights and they will individually have to meet the refund requirements of *** airlines.
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
0 out if 5 stars!!! The insurance is a scam at best and not 100% refundable within 24 hours as advertised. I booked a flight and had to cancel in less than 24 hours. Expedia "could not process" the cancellation for me and I had to go through the airlines who would not charged fees which were more than the initial flight cost. Expedia pushed me off to a third party insurance company saying they couldn't do a claim for reimbursement. The whole process takes 7 to 10 days for the paperwork to be processed. So much for the advertising of full refunds. The whole thing was time consuming and I was bounced around all day from person to person only to find out I still had to go online and fill out an application/ complaint form. Expedia's cancellation and refund advertisements are a hoax. And customer's service... everyone I dealt with was faster to put me on hold for 30 mins or more then transfer me to another representative. I'm deleting my expedia account. They will not get another penny from my pocket.
If I could give less than one star I would!
My fiancé called Expedia regarding a condo we saw displayed on there website he wanted to know if room service was included and gave the room number we were inquiring about. He was very pushy and insisted we book and he would give us a discount my fiancé asked if he could see what was getting booked and that we wanted this specific room due to how nice it looked on line the guy then spat off some random numbers and asked if we wanted to book the room we had been discussing so we agreed $2000 later we get an email of this horribly ugly room that was booked for us. We immediatly called to dispute spent hours each night fighting this just for them to say they need to pull phone recordings and to give them 72 hours we have them 6 days!!! Once we called back after not hearing from them we were informed they were in no means wrong on their behalf and we agreed to this horrible room that we had never even seen photos of and was never informed that is was in fact not the room we were inquiring about. They told us there was nothing they could do since it was non refundable except for call the condo which NOONE has been able to get ahold of in 6 days! Then she claims the room we want is not on their site even after I tell her I am looking right at it now and I’m on your web page and Mobil app!! She rudely informs us that can’t be possible..So basically we spent our $2000 for our honey moon and are stuck in a room that is not even displayed on their site and the room we requested is still available even though they claim it is not on Expedia. Horrible company and I will be posting this review on every outlet.
I booked a vacation package through Expedia on 3/27/19 for travel on 4/15/19 through 4/20/19 and also bought their travel insurance. The night before (4/19) there was weather in the area that caused the airline to delay our outbound flight. After 1.5 hours on the phone with Expedia, they told me I had to call the airline, they could not rebook us or offer anything. I then call ***, 2.5 hours later, the only choice we had was to drive to meet our connecting flight. *** said I would be refunded the first leg, round trip. I would need to call when I returned and get that process started. As soon as I returned from vacation, I called *** for the refund. Within a week, on 4/26/19 to be exact, *** issued the refund to Expedia but wouldn't tell me how much. I have spent countless hours on the phone trying to get my refund to no avail. I finally got a supervisor to tell me the refund is $107 each ticket, they just have not sent it yet. There is NO WAY that is right! These were $650 tickets!! I feel sure they are NOT refunding me what *** refunded THEM. I am furious! I am on hold again, for over an hour, as I type this. I have called them more than 6 times and spent more than 2.5 hours each call!! This is call #7. This is outrageous and needs to stop. I want my money that *** sent them 3 weeks ago. This is unacceptable for any company to act this way.
I tried to book a SUV in Windhoek , Namibia through Expedia in February for their advertised price of $658.00 for 18 days. I was told that the car was not available at that price anymore because they had not adjusted the prices yet. The suv was shown in March at that price and April and May at that price. This is an obvious case of bait and switch. How long does it take to adjust the prices on 5 rental car companies that Expedia deals with in Windhoek? I insist that they are compelled to provide the product at their advertised price. This type of corporate behavior is completely unacceptable.
May 17, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a car reservation. We understand Mr. is requesting Expedia
to honor the initial price of the car reservation for $658.00.
Our records indicate that on March 2, 2019, Mr. or
an authorized user of his Expedia account, self-booked a pay later car
reservation using Expedia’s Website under itinerary ***. The reservation was with the ***, situated at Aviation Road, Windhoek, Namibia for a pick up on
September 6, 2019 and a drop off on September 24, 2019. The total cost is
$1,066.91. Mr. cancelled this
itinerary on May 12, 2019 and received the email confirmation of the cancelled
car booking.
Upon review of the complaint, we can confirm Mr.
reached out to Expedia on March 1, 2019 through the chat channel requesting for
assistance to book the car reservation. Unfortunately, the reservation was not
successful and the customer was advised to wait for at least 24 hours to retry.
Furthermore, the customer contacted Expedia through email
on March 2, 2019 with an attached screenshot of the Midsize SUV, *** in the amount of $767.00 with ***. Expedia reiterated to Mr. how our website
works. Expedia offers a live inventory from the travel providers such as hotels,
*** agencies and airlines and is subject to the availabilities, changes,
and the prices are not guaranteed until the product is booked.
For further information, the full terms and condition of
Expedia is available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
While we regret Mr.’s experience was not as we would
have hoped, based on the information provided above, Expedia is not able to
fulfill his request to honor the initial price of the car 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,
Cindy
G***
Corporate
Correspondence Team
I purchased 4 round trip tickets from Raleigh NC to Kona Hawaii for my daughters. I noticed severals days later that my bank had an overdraft fee. Looking at my bank statement, I had been charged for 8 tickets instead of 4 (an additional $3000). I contacted Expedia and after a long time on the phone, they said nothing looked wrong from their end and I should contact the airlines. I called *** and they confirmed that they say 8 purcharses from Expedia, basically booking 2 seats for each of my daughters on the same flight. They said that since Expedia had made the purchase, Expedia would have to initiate the refund. Note that the trip had 2 different airlines - *** there and *** back. BOTH airlines were double booked. I contacted Expedia again and spent 2 hours on the phone. The customer support rep was able to see the duplicate purchases and admitted the mistake and called the airlines to get the refund.
A few days later, I received an email from Expedia stating that it was the airlines fault. I am a software developer. The likelihood of TWO different airlines double booking the flights at the same time is about as likely as getting struck by lightning. It is much more likely, as *** confirmed, that Expedia double booked the tickets (either an computer glitch or whatever).
I did receive my refund from ***, but have not yet received any refund from ***, nor any communication to that effect.
May 16, 2019
Revdex.com***, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a request for a refund of the duplicate tickets.
Our records indicate, on April 30, 2019, Mr. or an authorized user of the Expedia account booked four combined one-way flights, departing July 23, 2019, from Seattle, WA arriving in Kailua-Kona, HI and returning on August 1, 2019 via itinerary ***. A confirmation email was sent on April 30, 2019 and was first opened on May 1, 2019 and reviewed once. On May 4, 2016, Mr. called stating he has been double charged for each ticket. Our representative called each airline to confirm the information. *** and *** Airlines were both showing duplicate tickets. *** advised they would refund and *** provided a waiver code and would issue a refund.
Upon further review Expedia on May 16, 2019, Expedia contacted *** Airlines and they confirmed ticket numbers ***/***/***/*** are duplicates and issued a refund for each ticket in the amount of $393.30. Per *** tickets ***, *** are valid tickets for travel and can be confirmed on ***.com. Expedia also contacted *** Airline and they advised they issued a refund for $334.30 for each ticket on May 4, 2019, normally seven to ten business days.
After review of the Expedia system and speaking with both airlines, it appears after the Expedia records were sent to the airlines for ticketing the airline system issued two tickets for each of their records. Each airline corrected their error by issuing a refund for the duplicate tickets. As a courtesy, Expedia placed a $25.00 voucher onto Mr. Expedia account. The voucher is valid until June 30, 2020 and can be used to book a pay now hotel or a pay now hotel and a flight. The terms and conditions are listed on the voucher. The voucher can be used for anyone who books through Mr. account.
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 *** and *** Airlines. 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. 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
May 20, 2019Revdex.com***, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com ***. We regret to hear Mr. did not accept our response.We are again responding to Mr.’s complaint regarding a refund for the duplicate tickets and a $35.00 overdraft fee from the duplicate charge.Expedia has reviewed the details of the previous cases, we want to make your travel experience as smooth as possible from start to finish during the reservation booking process. When the reservation was created on Expedia.com, Expedia created an itinerary number and the ticket numbers were issued against the itinerary number. On May 16, 2019, Expedia contacted *** Airlines and they confirmed ticket numbers ***/***/***/*** were duplicates and were issued under their system and airline identifier. *** Airline advised they issued a refund for each ticket in the amount of $393.30. This refund shall appear on your card in up to ten business days from the date *** Airline issued the refund. On May 4, 2019 Expedia spoke with *** and *** Airlines in regard to the duplicate tickets and the refund. *** Airline processed the refund at that time. *** Airline did not, they processed the refund as of May 16, 2019 after Expedia spoke with them the second time.In review Expedia shows one reservation and itinerary number that was created when the reservation was created. As previously state each airline corrected the duplication on their end by issuing a refund. The voucher that has been placed on your Expedia is a courtesy on our behalf. Regrettably, Expedia does not cover overdraft fee’s.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Complaint: ***
I am rejecting this response because the company that I dealt with (Expedia) sold me a defective product which resulted in a net loss for me of $35. it is indisputable that this was not my issue, but rather an issue with the product I purchased, and yet "Expedia does not cover overdraft fees". They are expecting me to swallow that cost as a matter of doing business with them apparently. In addition, as I have stated before, *** has not yet refunded my money. Why I have to be the one to continue to ask for it, and required a Revdex.com complaint to get Expedia to look into again is beyond me (note that I sent another email reply to my open customer support case with them on 5/12 stating that I still had not received my refund - and received no response). And so here it has now been 20 days and they are saying that it may be another 7-10 days for the refund means that they have been holding my money for a month. The service has been appalling.
Sincerely
MAY 11TH I ATTEMPTED TO PAY FOR 3 FLIGHT TICKETS THROUGH EXPEDIA FOR 1327.88 AT NO POINT DURING MY BOOKING PROCESS WAS THERE A WARNING THAT THE FLIGHTS WERE NOT AVAILABLE. WHEN I TRIED TO COMPLETE BOOKING IT GAVE ME A ERROR MESSAGE I CHECKED MY CARD HALF THE PAY WAS TAKEN FOR *** AND PENDING ON MY CARD BUT THE TICKETS WERE NOT BOOED. I'VE SPOKE WITH MULTIPLE REPS FROM EXPEDIA WHO ONLY TOLD ME ITS *** ISSUE SO I CONTACTED *** AND FROM *** THEY ALLOWED THE FIRST FLIGHT TO GO THROUGH SO ITS NOT ON *** THEY AUTHORIZE THE TRANSACTION TO GO THROUGH AND TOLD ME EXPEDIA WOULD HAVE TO SEND THEM FORMS TO HAVE THE PENDING TRANSACTION REMOVED. EXPEDIA THEN SAID I WOULD HAVE TO GET IN CONTACT WITH *** WHICH WE DID THIS TIME I'VE SPOKEN TO AT LEAST 4 EXPEDIA REPS AND ONE *** REP . *** TOD EXPEDIA THERE'S NOT EVEN A AUTHORIZATION NUMBER IN HERE SYSTEM FOR THE PENDING TRANSACTION ON MY ACC NOTHING THEY CAN DO..SO WHEN SPEAKING TO A REP AFTER 4 HOURS SHE FINALLY GAVE ME A 100 OFF COUPON WHICH THEN I WAS SATISFIED WITH AND WAS GOING TO REBOOK TICKETS AGAIN. MOVING FORWARD TO TRYING TO BOOK AGAIN THIS TIME WITH THE COUPON THE COUPON IS ONLY FOR HOTELS -__- I NEVER ONCE TOLD THEM I NEEDED ANYTHING DEALING WITH A HOTEL SO WHY GIVE ME A HOTEL COUPON . THEY KEEP TELLING ME HAVE TO WAIT BETWEEN 3-15 BUSINESS DAYS TO GET MY MONEY BY THEN TICKETS WILL COST MORE AND MORE AND THEY SEEMED VERY UNCARING ABOUT THE SITUATION.
May 17, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and
concerns brought to our attention.
Expedia is responding to
the consumer complaint from Ms. *** (Revdex.com case number ***)
regarding a flight reservation. We
understand Ms. is requesting a refund in the amount of $681.00 due to
the pending authorization on the customer’s credit card.
Our records indicate that
on May 11, 2019, Ms. or an authorized user of her Expedia account
self-booked a flight reservation using Expedia, under itinerary
***. The reservation is for
two combined one-way Basic Economy Fare for both outbound and inbound
flights. The outbound flight is
travelling with *** and the inbound is with ***. This itinerary is a cancelled
reservation. Per the customer’s account
history, there is a pending authorization on this itinerary and confirmed the
transaction has been cancelled.
Upon further review, we
can confirm that Ms. contacted Expedia. The customer was advised that the pending
authorization will fall off within three to five business days. Kindly note the
itinerary *** was booked on a Saturday, and the process will only
start either on Monday, May 13, 2019 or Tuesday, May 14, 2019. The charge you
see on your account for this itinerary is a pre-authorization; it has not
actually been processed or debited. The funds are usually released and the hold
removed from your online statement within three to five business days. If the timeframe has past, you can call the
*** credit card company to request a release or removal of the hold. Per your account history, the *** credit
card company was on the conversation on May 12, 2019, advising Expedia and your
good self, that there was no pending authorization from ***.
Nonetheless, we reached
out to *** and advised the airline was not able to locate the
charge, confirming the reversal of the flight cannot be processed.
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. *** and *** are the operating carrier and
merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking. We hope you understand we must adhere
to the policies dictated by the vendor.
Furthermore,
the record shows that on May 12, 2019, Ms. self-booked a two combined
one way, published basic economy fare for one passenger under itinerary ***
for *** as follows:
Travel is
with *** on the outbound flight from Richmond, VA to Los Angeles,
CA, departing on July 11, 2019 at 7:00 am, with a connecting flight in Chicago,
IL.
Travel is
with *** on the inbound flight from Los Angeles, CA to Richmond,
VA, departing on July 15, 2019 at 11:40 pm, with a connecting flight in
Washington, DC.
The
flight total cost is $454
The
flight Protection Cancellation Plan was purchased with the itinerary for $33.00
The total
cost $490.00 including the booking fee of $3.80
On May 14, 2019, Ms. self-booked a two combined one way, published
basic economy fare for one passenger under itinerary *** for *** with the following details:
Travel is with
*** on the outbound flight from Richmond, VA to Los Angeles, CA,
departing on July 11, 2019 at 7:00 am, with a connecting flight in Chicago, IL.
Travel is with
*** on the inbound flight from Los Angeles, CA to Richmond, VA,
departing on July 15, 2019 at 11:40 pm, with a connecting flight in Washington,
DC.
The total cost is $457.80 including the
booking fee of $3.80
We regret Ms.
experience was not as we would have hoped, and any subsequent inconvenience
caused, based on the information above, Expedia is not able to fulfill the
refund request.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
In Feb,2018 I booked 3 rooms online at the *** Hotel in St Lucia through Expedia. All 3 rooms were in my name and I was given an itinerary number for the reservation. I decided to go to a different country and couldn't cancel on the website, it required contacting Expedia. I called them to cancel a week after making the reservation, gave them the itinerary number and my name. They cancelled only one of the 3 rooms and when my original booking date came up, the hotel charged me $6516.00 for the remaining 2 rooms.I called Expedia and was told they had only cancelled one of the rooms and they would investigate why.. I continually called them for 2 months and they never did anything to resolve this issue. Every time I was told it hadn't been investigated yet and was assured I'd receive a phone call in 72 hours. That never happened. I went up the ladder to Corporate 3 times and each time was promised at this level they were able to resolve this. After the first Corporate call promising me resolution, I never received a follow up call. After the second call to Corporate (different person, )I received an email saying they are still investigating and would contact me again in 5 days. That never happened and I emailed him back, but I received an anonymous email asking for my itinerary number so they could investigate. I provided that and received 6 emails stating they couldn't give me any information because that was not the email they had on file for me even though I assured them it was. I then called Expedia again and was told yes, in fact that was the email they had on file for me. I was again transferred to Corporate and assured once again it would be resolved, I received one call saying they are still investigating, then never heard from him again. I tried calling the numbers that these people call from, but they go to a busy signal. The hotel will not cancel the charge because they say Expedia is responsible, which they are.. They need to cover the charge.
June
6, 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 cancelled hotel reservation. We understand Ms. is requesting a
refund in the amount of $ 6,516.00.
Our
records indicate that on February 16, 2018, Ms., or an authorized
user of her Expedia account, self-booked a refundable hotel reservation for
three rooms using Expedia’s website, under itinerary ***. The booking
was with *** St. Lucia Resort – All-Inclusive, ***,
St. Lucia for a check in on February 18, 2019 and a check out on February 27,
2019. The cost for each room was $3,258.00, for a total cost of $9,774.00.
The
hotel’s cancellation and change policy applicable to this booking are:
Free
cancellation. Deposits are fully
refundable if canceled before 6:00 pm local hotel time, February 4, 2019. Room cancellations made after 6:00 pm local
time, February 4, 2019 will not be refunded the deposit amount.
Upon
review of the complaint, we can confirm Ms. called Expedia on
February 22, 2018, to cancel the hotel reservation and one of the three room
reservations was cancelled. The customer received an email on the same date
confirming the one room cancelation. Ms. called Expedia again on February
7, 2019, requesting a refund for the other two rooms, as she was charged by the
hotel. Expedia reached out to the vendor
on her behalf, but unfortunately, they declined the cancellation and refund
requests, as the booking was already within penalty.
Expedia
serves as a third-party intermediary with travel providers such as hotels, car
rental agencies and airlines and is subject to the rules and restrictions of
those providers. The *** St. Lucia Resort – All-Inclusive is the merchant
of record (the entity that received the funds and the company that charged the
credit card) on this booking. We hope you understand we must adhere to the
policies dictated by the vendor.
Nonetheless,
Expedia is currently communicating with the hotel further to see if an
exception to their policy can be made. Once the vendor’s response is received,
Expedia will communicate directly with the customer to reach a final
resolution.
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:Expedia is correct that I booked 3 rooms online at the Stardust hotel in St Lucia. Each room was under the name "***" only, one credit card was used and one itinerary # was assigned.The site will not allow you cancel online, so I trusted that when I called Expedia to cancel "the reservation," that the whole reservation would be cancelled, not just one room. If all 3 rooms were under my name, how did he know which room to cancel, as all 3 had a different number of occupants.Obviously that question was not asked.I was told numerous times for 2 months that they would listen to the recording and make a decision as to who was at fault, For 2 months, every time I called I was told no one had listened to the recording. Expedia needs to do that.Again,I canceled "the reservation" as I decided to go to Belize. *** booked that trip at a lower price than *** and I had no problems . They repeatedly sent me emails about that booking, asking if there was anything I needed and offered help with booking tours. Had Expedia done that, I would have been aware that they had not cancelled the whole reservation. Expedia said they emailed me the same day I called.I have sent a month's worth of emails to Revdex.com and there is nothing from Expedia.At one point, I received 6 emails (after attempting to reach the Corporate Office) stating my email was not associated with my account.I sent copies of those emails to Revdex.com Because perhaps they sent it to the wrong email. However, when I called Expedia, she confirmed my current email is associated with my account.
I could have told Expedia not to bother contacting the hotel, as I already had. Their Miami office is regulated by their main office in London.They said this was definitely Expedia's error, and they were not willing to compromise because Expedia already Charges them 20% of the reservation Just to post the hotel on their site. I was told numerous times that Expedia "was attempting to contact the hotel." All messages are recorded-Expedia, listen to that message. The hotel said Expedia not only never contacted them, but never attempted to as there were no messages ever from Expedia on their answering machine. Now, 4 months after my attempts to get some kind of followup from Expedia, they have told the Revdex.com that they are communicating with the hotel. It has taken the Revdex.com to initiate any action from Expedia.Why, for 4 months, have they failed to followup in any way with me.
Even after my numerous calls to Expedia, starting with the notification from the Stardust Hotel, Expedia still never cancelled the reservation. Stan in the Corporate Office discovered this mistake on 2/2219 and finally cancelled it. It didn't matter though, because the first I knew that I had a reservation was 2/7/19, well past the refund cancellation policy.
Expedia was negligent in not cancelling the reservation and negligent in the follow up with me.Because Expedia is a federally regulated company, I have contacted my US Senator *** office. and was contacted by ***, his Constituent Service Representative. He sent me an email stating that part of Senator *** job is to "help identify and communicate with federal agencies to resolve issues." They sent me a form to outline my complaint against Expedia and a HIPPA form to release information to his staff and the agency who will handle this complaint.
To me, there is no alternative. Expedia needs to pay the $6516 because they failed to cancel all3 rooms when I "cancelled the reservation.
Sincerely
I started booking a package flight and hotel on Expedia.com. The quoted price was about $1,200. All the way through the reservation flight and hotel selections this price was showing. On the last step, right before purchase, the price went up to $3,000. I called on the phone and representative told me that she is experiencing the same issue, that probably the price will fall down when we make the reservation and that the reservation has a 24-hour cancellation-free policy. She recommended me buying it despite the high price. Later on it tuned out the reservation does NOT have a 24-hour cancellation-free policy. The flight could be cancelled, but the hotel was non-refundable, which basically made me stuck into the whole reservation.
I contacted Expedia numerous times, most of the responses were that they work in a live environment. On the other hand the same reservation on *** was around $1,200, so I would guess that would be the “live” and reasonable price.
Expedia also refused to match the price because they said they do not have such a policy any more, since they guarantee the lowest price. Despite that their price of $3,000 is outrageously higher than the ***’s $1,200.
I attached not only screen shots of the website of Expedia with a SUDDEN almost THREE times increase of price, but also screenshots of *** for the same reservation. Despite that all Expedia responses seem to be copying the same standard reply about the “live environment”.
Very disappointing experience with Expedia! Very misleading phone representative and an extremely inadequate customer service!
I made a hotel reservation through Expedia and they booked the wrong room. I had to cancel and re-book a different room. They were supposed to refund the full amount for the first mess up, and I was charged for the second reservation. When I arrived at the hotel, there was no record of my reservation and had to pay for a room for the third time. I contacted Expedia and they only did a partial refund and then told me my room amount was less than they actually charged me. I sent them billing statements to show the amounts charged and they have refused to refund the full amount for both reservations that they messed up, even though I never received a room. I also purchased travel protection just in case something like this happened. I have been working with Antonio, Kim, and Ariel in the customer service department but none of the people will truly help me. They send me automated messages and then pass me off to another representative.
May 15, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund request.
Our records indicate, on February 7, 2019, Ms. *** or an authorized user of the Expedia account booked three combined one-way flights, departing April 19, 2109, from Spokane, WA arriving in Las Vegas, NV and returning on April 2, 2019. The reservation also included an two-night hotel stay at the ***; along with the Vacation Waiver via itinerary ***. A confirmation email was sent on February 7, 2019, it was first opened on February 7, 2019 and reviewed once. The *** cancelled the hotel reservations under itinerary number ***. A cancellation confirmation email was emailed to the email address on the Expedia account on April 9, 2019, it was first opened on April 9, 2019 and reviewed once.
Additionally on April 9, 2019, Ms. *** or an authorized user of the Expedia account purchased a two-night hotel reservations at the ***, checking in on April 19, 2019 and checking out on April 21, 2019 via itinerary ***. A confirmation email was sent on April 9, 2019, it was first opened on April 9, 2019 and reviewed twice. The *** cancelled the hotel reservations under itinerary number ***. A cancellation confirmation email was emailed to the email address on April 16, 2019, it was first opened on April 16, 2019 and reviewed three times.
Upon further review Expedia has been able to verify on May 6, 2019, Ms. called in complaining the hotel could not find her reservation. She stated she had to cancel and book another one directly with hotel. Our representative called hotel to verify and the hotel advised to send them an email. From May 6, 2019 through May 9, 2019, there were numerous email communications between Expedia and Ms. and The *** regarding Ms.’ reservation.
After further review on May 14, 2019, Expedia has reviewed of the details of Ms. account. The reservation were cancelled by Ms. on April 9, 2019 and on April 16, 2019. When the reservation was cancelled online on April 16, 2019, the hotel penalty of one day applied and the refund amount $192.29. On April 10, 2019 to *** card ending *** for $239.94 was issued as a refund for itinerary number ***. There are two refunds under itinerary number ***, $192.29 that were processed on April 16, 2019, one of our representative issued a refund as a courtesy for $169.61 and process it on May 8, 2019, both to *** card ending ***.
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. 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
Complaint: ***
I am rejecting this response because I did not cancel the second the reservation. There is no other authorized used for my Expedia account. Expedia cancelled my second reservation without notifying my and I should not be charged a penalty for their screw up. I have not been refunded the full amount Expedia charged me for reservations they messed up. I will not stop until they refund every cent they charged me. I will not allow Expedia to steal my money.
Sincerely
I booked my week long vacation using Expedia. I booked specifically a Junior King Suite with OCEANFRONT/Terrace. I paid over $4400 and by the way this is the week I plan on proposing to my girlfriend and on limited funds. Upon payment the confirmation was sent to my email which stated Junior King Suite with Terrace. Nothing was mentioned about OCEANFRONT. SO I decided to call hotel and they did confirm that Expedia did make a mistake and sold me a regular room with NO OCEANFRONT or even OCEAN VIEW. So I called Expedia who told me to screw off and they will not help me even after admitting on a recorded line that the room said "oceanfront". Expedia is a bait and switch organization and ruined my trip because now I have to pay another $1200 just to get a view of the ocean. I want to share my story to prevent others from going through the same experience.
May 16, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on May 1, 2019 ***, or a person authorized for the account, booked a package with roundtrip flights for two passengers with *** traveling from Los Angeles, CA to Honolulu, HI, departing on June 27, 2019 and returning on July 7, 2019. The package included nine nights with ***, Honolulu in a “Studio Suite, 1 King Bed, Terrace”, and the Travel Protection Package Protection Plan.
The hotel’s cancellation policy for the room and rate selected at the time of booking stated it is nonrefundable with no changes allowed.
The customer contacted us stating that a different room type had been booked on May 8, 2019. We reviewed the booking data and found that the room type booked and paid for was the one that was received in the package, a “Studio Suite, 1 King Bed, Terrace”.
The description of the “Studio Suite, 1 King Bed, Terrace” states it has ocean views, which the hotel verified it does have from the terrace. The “Studio Suite, 1 King Bed, Terrace” is not an oceanfront room. The hotel has a “Suite, 1 Bedroom, Oceanfront” that is Oceanfront and would be a substantial upgrade.
On May 8, 2019 the hotel offered a waiver that would have allowed the customer to upgrade the room type paying only the difference. That waiver was declined by the customer and is not available. Any further waiver requests must be approved by the hotel and would also be based on availability.
Based on our review Expedia will not be able to provide a refund or compensation in this case.
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:
The room specifically said "OceanView" NOT "PARTIAL OCEAN VIEW" When someone purchases a room that says "Ocean View" that means full ocean view, otherwise they should have stated "Partial Ocean View" This was not accurately described during the confirmation process. Also, when I called Expedia the first representative who answered confirmed on the line, Yes I see here your "Junior King Suite Ocean View w terrace" and then once she called hotel changed her wording around. This was 100% accurate because we have a recorded line with her saying so. Expedia Corporate is clearly trying to avoid the bad review or consequences for misleading consumers.
Sincerely
I booked 2 rooms for an upcoming trip. According to their best price match guarantee I can price match up until the day before travel. I've been trying to price match since may 1st with no response from them. Their current price of these rooms are $68.17 per night for all three nights with a fee/tax of $9.54 which is a total of $466.28 and due at property $251.70. On March 12th when I booked the two rooms and price matched I paid May 11th $179.28, May 12th $71.28, May 13th $71.28 with a tax/fee of $43.07 per room for a grand total paid $672.72, $440.02 was paid in points and $232.70 was charged to my Expedia card with a fee due at property of $251.70. This equals a difference of $206.44 in the two prices. They have yet to respond or refund my money and their forum says they will contact you within 48hrs. I've spent 3hrs of my time on the phone with no resolution to this problem.
May 16, 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 the claim for the Hotel
price guarantee. We understand Ms.
is requesting a refund of $206.44.
Our records indicated that on March 12, 2019, Ms.
or an authorized user of her Expedia account, self-booked a refundable hotel
reservation using Expedia website under itinerary ***. The
reservation was with the ***, Las Vegas, NV for a
check in on May 11, 2019 and a check out on May 14, 2019. The hotel reservation was completed. Total cost is $792.82.
Upon review of the complaint, we can confirm Ms.
sent the Hotel Price Guarantee claims through email after an error attempting
to submit the screenshots of the claims on our website. There were three claims:
The Hotel Price Guarantee screenshot dated on
March 12, 2019, the total hotel price is $672.72, was taken from Vegas.com
website. The customer called on the same
day and the refund was processed for $57.10.
The Hotel Price Guarantee screenshot dated on
May 1, 2019, the total hotel price is $617.35, was taken from Booking.com
website. The difference in price is $55.37.
Total due to the customer is $55.37.
The Hotel Price Guarantee screenshot dated on
May 8, 2019, the total hotel price is $466.28, was taken from Expedia.com
website. The difference in price is
$151.07. Total due to the customer is $151.07
Total refund due to the customer is $206.44
The refund in the amount of $206.44 will be processed on
the customer’s credit card on file on the customer’s Expedia account.
Our calculation is based on the claims submitted, the
adjustment is made on the most current price the customer paid and not on the
original price.
For
further information, the full terms and condition of the Hotel Price Guarantee
is available for review using the link below:
https://www.expedia.com/loyaltyrewards/pages/inforewards/expediarewards/terms.htm?pageName=page.Rewards.Terms
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
I booked a hotel in France through ***, which is actually Expedia. I made this booking booking 5 weeks before my trip. I thought that since I was traveling internationally it would be easier to use a trusted third party service than booking directly with the hotel. Boy was I wrong! 60 hours before my flight I receive an email directly from the hotel indicating that there was plumbing problem and they couldn't accommodate me but they'd be happy to cover any costs to switch hotels. I called Expedia and informed them of this. The *** tried to get in contact with the hotel, couldn't, then elevated me to a supervisor who tried to contact the hotel, couldn't, then informed me I would be contacted by a travel specialist within 24-48 hours to relocate me. I waited 24 hours, called back, rinse repeat, except this time I'm told by the supervisor I'll be contacted by the end of the day. 5pm rolls around and no call back. I'm now 15 hours from departure. I call back, rinse repeat, except this time the supervisor tells me I need to wait to be contacted by a travel specialist within 24- 72 hours. I asked what happened to the original time frame of 24-48 hours when I called the previous day? No good answer. I ask, what I'm supposed to do now that I don't have a hotel accommodation? No good answer. So, Expedia was willing to let me be stranded in a foreign country. I decide to book another hotel myself, and deal with getting refunded after returning. I called Expedia today (May 9) after returning to the United States asking for a refund. Same process, 50 minutes later, I get a confirmation email saying my refund is in process. I also ask for recompense for having to call these people several times and for Expedia's willingness to let me be stranded in a foreign country. Allegedly, they'll be able to make that happen.
I will never use Expedia again, and moving forward will just book directly with the hotel. The incompetence and tardiness demonstrated by both the *** and Supervisors was mind blowing.
I purchased international plane tickets from Expedia.com 10 months in advance of our 1/2/2019 travel date. Upon arrival at the airport, we found out that one of the tickets was issued incorrectly by Expedia and that the airline could not let us board the plane. After three hours on the phone at the terminal gate with Expedia and the airline representatives, Expedia told us to buy a WHOLE NEW SET of tickets directly from the airline since they could not fix the e-ticket numbers without a two-day investigation. I was told by tier two customer service that the price I paid for the original ticket and the price difference to buy same-day international plane tickets would be refunded within two days. After a number of follow up emails, I have not received the promised "two-day" refund months later.
I did contact *** (credit card used to buy the original tickets) and received a chargeback for the $2,160.51 paid for the original ticket. The remaining $1,192.66 that was promised to make up the difference between what I paid Expedia and what I had to pay directly to the airline ($3,353.17 ) is what I am still waiting to be refunded. I have all written documentation to proivde to the Revdex.com to support this case.
May 15, 2019
Revdex.com
Expedia.com – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia.com Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint id#***) regarding a flight reservation she had to book directly with the airline.
On March 14, 2018, Ms. self-booked a flight reservation via itinerary ***. Ms. was charged $4321.02 for two airline tickets. We understand from Ms.’s complaint after an involuntary schedule change both tickets were reissued with the same name of one of the passengers. Ms. contacted Expedia by phone the date of the scheduled flight departure and was told to purchase new airline tickets and Expedia would investigate. Ms. is requesting a refund of the difference between the original amount she paid for one ticket and the price she paid for a new ticket.
After researching the complaint and reviewing the information from the call Ms. made to Expedia on January 2, 2019, we were able to determine that Expedia waited for a response from the airline. No response was received from the airline and an Expedia agent did not contact the customer for a follow up. Although it should have not been necessary, Mr. didn’t contact Expedia by phone again. We are providing a refund of the difference in the amount of $1192.66. The refund has now been processed and will typically be made available to the customer’s account by their financial institution within 3 – 7 business days.
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 satisfactory to me. I suggest that Expedia proof their written responses to correctly name their customers as I have no idea who Ms. and Mr. are.
Sincerely
On 04/14/2019 I proceeded to book a short getaway for my family and the family of my fiancée. We were to travel with our kids to the Nation’s capitol so I searched for a hotel on the Expedia site that would accommodate all of us and would also include breakfast. After looking around a few sites I booked the *** on Expedia. There were seven guest and the reservation were for two rooms for two night at a total of 724.80. This room was to include free WiFi, breakfast buffet/free breakfast, and $10 food and beverage credit per person/per day. Upon checking in after a long drive we were told by hotel staff that those were not the terms of our stay. They told us that breakfast was not included and also that the $10 credit was just for one person per stay, so not only was breakfast not free but other perk of stay was not available as well. We called and were told to provide receipt for breakfast at hotel. After calling Expedia, representative told us to keep hotel receipt for reimbursement and it was ok until the morning when we tried getting the $10 dollar credit and that was again a problem so we left hotel and had breakfast elsewhere for both days of our stay. After writing to Expedia about yet again another bad experience I called to find out what was going on with the case. After speaking to two customer service representatives I was told I would get two coupons a $200 and $100 valid for a year at first I was hesitant because I honestly don’t see myself using Expedia but the representative assured me no black out dates and that coupon would be valid for a year, that was not the case. One of the coupons would expire in about a month and the other for a lower amount had a year. They tricked me again by trying to give me a fake resolution. I feel like Expedia is trying to get their customers with bad business practices and does not put correct information on the hotel they advertise and sell through their site.
May 13, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on April 14, 2019, ***, or a person authorized for the account, reserved two rooms with the ***, for two nights, with check in on April 26, 2019.
The reservation included a Bed and Breakfast promotion from the hotel, which was a $10.00 credit per day, per room, that may be used towards breakfast buffet.
The customer contacted us on arrival and said the promotion viewed included free breakfast. We offered that a receipt could be submitted from the hotel showing the charges paid for the buffet breakfast.
After the stay was completed, the customer sent an email advising they had elected not to eat at the buffet breakfast, and later followed up by phone. We reiterated that the reimbursement offered was for charges paid for the buffet breakfast. As no receipt could be provided no reimbursement was due.
As a gesture of goodwill, the customer was provided an Expedia Travel Coupon that is active and valid in the customer’s account for up to $200.00 off a future prepaid hotel or hotel package that is booked in the account by June 30, 2019. Terms and conditions apply and can be viewed with the coupon in the customer’s account.
The hotel reservation was fully used and is nonrefundable. Based on the above Expedia will not be able to refund the reservation 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:
What Expedia seems to not understand is that not only was the breakfast not included but neither was the credit of ten dollars per day per guest false advertisement and also an embarrassing situation. What was I to do not stay at the hotel after six hours of driving, they make it sound so easy like I could have left and gone to another hotel when that was not an option given and I still would have been charge for booked hotel. If I knew prior to reservation all that would happen I would have booked with another travel site and not used Expedia’s services which include horrible customer service as the last person I spoke to was a bit threatening and rude I had to hang up. This is the way this company operates. The last representative offered me a deal that was supposed to be valid for a year then when I checked it was for a month when I said I would report the bad customer service he got a bit rude and that is unacceptable. I included a picture of said reservation and the two things that should have been included since the company like to point out it was one or the other. Also the treatment we got at the hotel for trying to get the credits is what made us leave and get breakfast elsewhere and I offered to show credit card statement which they don’t seem to recall in place of a receipt.
Sincerely
I am stationed in Anchorage AK with the military. I booked a trip with Expedia to see my brother get married. Expedia took the money from my account (800+) and the website took me back to the main page. I did not get any confirmation or reservation. I called Expedia to attempt to fix the issue. I was redirected to 3 different people who failed to fix the issue. I was told by Carl (customer service rep) that the tickets I bought on Expedia website were sold out even though the website said they were available and that was the issue. I told him I needed the money back ASAP so I can book a different flight so I can make the wedding. He told me to call my bank. My bank (***) told me there was nothing I could do but wait for my money. Because of Expedias failure to keep their website updated, terrible customer service, and inability to reserve me another flight, I am at a loss for 800 dollars, and can not book another flight until I get my money. This will result in higher travel prices and loss of flight options. Afterwards, I tried to call Expedia back and I was connected with a female who did not speak English. I could not understand her, and I gave up trying to figure this out. I don't know what else to do to be heard.
May 13, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding his request to receive his money back immediately.Our records indicate, Mr. or an authorized user of the account made four attempts to book a roundtrip flight departing May 23, 2019 on *** from Anchorage, AK to San Francisco and return on May 28, 2019 on Alaska Airlines from San Francisco to Anchorage, AK. The reservation was not confirmed, as the airline prices either increased or the space was no longer available.
Upon further review Expedia has been able to verify that the four attempts were placed on to your Expedia account. The notifications on your Expedia account stated, “the flight is not booked”.
After further review, Expedia has been able to verify our system advised that prices are not guaranteed until booked and during you booking process your reservation came back numerous times advising, “the price of your flight has changed from $689.26 to $674.05. You can continue booking or look for another flight”. In Mr. Expedia account the itineraries show that they were not confirmed. When creating a reservation on our website, our website will validate your card for the amount of the reservation, if the reservation does not go through the hold that was taken against your account is released. The timeframe is based on your financial institution.
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 airlines, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by ***, the company that would have charged you for the flights.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.
LIABILITY DISCLAIMERThe airlines, hotels and other suppliers providing travel-related products and services 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 are not liable for any costs, expenses, claims or damages arising out of any services to recover any of the foregoing, including without limitation relocation costs. Without limiting the foregoing, the Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Please accept our apologies for any inconvenience you have experienced. Based on the above, Expedia is unable to offer any compensation. 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
Complaint: ***
I am rejecting this response because:
Sincerely
I booked a double room at the *** in St. Paul, MN for one night, May 4th-5th through Expedia. I found the hotel for a cheaper price, and tried to fill out their Hotel Price Guarantee form, which was not working. After spending hours on chat and exchanging emails, I was told that the proof of my lower price was not sufficient. I later booked a second room, with one King bed, at the same hotel for the same price. I later found that a double room for the lower price again, and made sure to get proper documentation and once again tried to fill out the Hotel Price Guarantee form. The form once again would not work- the page would load, then the form itself would disappear and be replaced by a link to a new form. Upon clicking that link, I was brought to the home page. I once again spent multiple days trying to get things resolved, and was told that I could not price match either room, because the better price was only for a double room. At no point did Expedia offer to do a price match, as is promised in their policy, for the double room that I found at a cheaper price. Furthermore, their site makes it as difficult as possible to ask for a price match, and they failed to fix a form allowing their customers to ask for that price match after receiving my complaint months ago. Their customer service is completely unhelpful, and I would like my price match and the accompanying $50 coupon processed, as per the company's own policy.
May 14, 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 (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her hotel reservation. We understand *** is requesting a refund of her price match request and the $50.00 coupon to be processed.
Our records indicate on March 29, 2019, ***, or a person authorized for the account, self-booked a hotel for a stay at the *** for check-in May 4, 2019 and check-out May 5, 2019.
Based on our review, the terms and conditions of the Hotel Price Guarantee were provided and accepted at the time of booking. The customer’s Hotel Price Guarantee claim was denied due to the invalid the websites that was submitted. (see below our policy)
Comparison Rates Must Be Available to the General Public Online:
The Hotel Price Guarantee applies only to prices both advertised and available to the general public on a U.S.-based website. For example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general public. The lower rate may not come from a website where you call to get the rate or from an e-mail that you received. The rate must be quoted and booked in U.S. dollars (and without reference to currency converters).
We reviewed our records and the customer screenshot was provided for *** which is consolidator website and *** website which is not a U.S-based website.
We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Expedia we try as much as possible to provide not only excellent customer service, but we also try to exceed what is expected of us. However, we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Dez M
Corporate Correspondence Team
I bought a vacation package from Expedia that included flight and hotel. Paid the extra money to secure a non-stop flight to and from my vacation destination. Booked my vacation far in advance to secure affordable pricing. It now appears that as my trip is closer I get an email from Expedia letting me know that my flight has been cancelled and are giving me options that do not work for me as I have already booked hotel and tour packages. In order for myself and my family to arrive at our destination at the times we selected I will need to get a refund from the airline carrier and re-purchase tickets that are now doubled the price and cost just as much as the whole vacation package I initially purchased. This not the first time that Expedia has done this to me. Now it looks like I will have to cancel the trip and my vacation plans have now been ruined.
May 16, 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 request for full refund due to the unacceptable schedule change.
Our records indicate, on October 18, 2018, Ms. *** or an authorized user of the Expedia account booked four round trip flights, departing June 15, 2019, from Los Angeles, CA arriving in Puerto Vallarta, Jalisco, Mexico and returning on June 23, 2019. The reservation also included an seven-night hotel stay at ***; via itinerary ***. A confirmation email was sent to the email address on the Expedia account on October 18, 2018 and has not been opened or reviewed.
Upon receipt of your complaint, we investigated the issues which were brought to our attention. We can confirm on May 4, 2019, Expedia sent two emails to *** advising the schedule change was not acceptable and Ms *** did not want the day before the original flight or the day after. A request was made for a full refund. *** responded with two emails as follows: “In this case, we can make the change without charges for the schedule change with any options that you showed us, but if you are looking for a refund it is necessary to validate it with our customer service department”. On May 14, 2019, Expedia contacted *** in regard to the unacceptable schedule change and the refund request. *** created case *** and asked Expedia to call back May 15, 2019 and check the status. On May 15, 2019, Expedia contacted *** three different times via the telephone and each time was asking to call back. Expedia sent two emails to *** advising the schedule change is unacceptable and a full refund needs to be issued. Also advised their telephone communication is not working and agents continuously ask Expedia to call back.
After further review Expedia is not able to issue the refund until we are advise by ***. Once Expedia receives the required *** authorization in regard to the refund, the refund will be issued to *** and they will issue a refund to the card of Ms..
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 ***. 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 with ***’s schedule changes. 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
May 17, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Ms. ***. We regret to hear Ms. did not accept our response.We are again responding to Ms. *** complaint regarding a refund. Expedia previously investigated the matter and responded that we have submitted a request for refund to *** and are waiting on their response. Expedia telephoned Ms. and was able to comprehend her request. Expedia advised the only option available per *** is to fully refund the itinerary or to accept the changed itinerary. She confirmed that she accepted the changed itinerary but was under the assumption that she could get a refund for the difference in a direct flight and a connection flight. Suggested Ms. go onto ***s site and make a comment of the change. In review of the matter, Expedia advised we are not able to refund based *** change and Ms. acceptance.Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence 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
On May 3, 2019, I paid for a hotel stay through Expedia at ***, Williamsburg Va. I paid 182.43 for 1 night stay. I asked 2 customer service representative if I can check-in-early on May 4, 2019 after 12:01 midnight. The 2 customer Service Representative confirmed that I can check-in early. I got to *** at 3:06 a.m. and after giving them my itinerary number, they refused me to check-in early and said I had to speak to Expedia because I was misinformed. I spoke to a customer service representative and a night audit manager and she confirmed that I should have been able to check-in early. Expedia customer service and night manager spoke to the clerk at *** and I was still refused to check-in. I was misinformed and I had to find another hotel that did not accommodate the hotel stay that I paid for. I tried to speak to a supervisor or manager at Expedia and was told that there is no supervisor available. I asked for the Expedia corporate number and when I tried to call the number given and on the website, you cannot get in touch with anyone. Also, I had to pay an additional $20.60 for taxes and fee at the hotel that we had to stay in because we were stranded and had to find another hotel. I am requesting my refund of $182.43 and $20.60 due to our inconvenience and being misinformed. As customers, our satisfaction was not guaranteed and we were not notified correct information prior to our travel.
May 14, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a
refund in the amount of $203.03.
Our records indicate that on May 2, 2019, Ms. or an
authorized user of her Expedia account was assisted by our agent to book a
non-refundable, hotel reservation using Expedia website under itinerary ***. The reservation was with the ***, situated at *** for a check in on
May 4, 2019 and a check out on May 5, 2019.
The cost is $182.43.
Upon review of the complaint, we can confirm Ms. was
advised by Expedia that the customer can check-in after 12:00 am on May 4,
2019. When Ms. reached the hotel
at 5:00 am, the hotel declined the customer to check in and was advised the
check-in time is at 4:00 pm.
Ms. called Expedia claiming an error from our end,
advising the customer the wrong information.
Expedia took responsibility to correct the error, by assisting Ms.
to book a new hotel reservation of her choice Ms. chose, the ***, Williamsburg, VA under
itinerary ***, with the same check in and check out dates using the
Expedia Travel Coupon for $200.00. The
cost of the new hotel base price is $154.95 but Ms. needed to pay the
taxes and fees of $20.60. The total cost
is $175.55.
Expedia reached out to the vendor to request for the
refund. The first call made to the hotel
on May 8, 2019, was not favorable as the vendor denied the refund request. As
per Ms.’s email on May 9, 2019, the customer spoke to the management at
the ***, advising the refund will be credited to the
customer’s form of payment. Expedia
reached out to the vendor again and confirmed the full amount of $182.43 was
refunded to Ms.’s account.
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
On May 13, 2019. I did receive a refund of $182.40 from Expedia and applied back to my account. Thank you.
Complaint: ***
I am rejecting this response because:
Sincerely