I booked two nights hotel on Expedia about one month ago, now I found the hotel price dropped about $100 per night, Expedia has price warranty policy, so I contacted them by phone and by email, they found all kinds of excuses not to make the price adjustment form, I sent them 6-7 emails, with screenshots of the current price, first they miscalculated the price and tax, then they said the screenshot didn't include cancellation policy, then they said they don't accept two screenshots, everything has to be on the same page., when I sent screenshot on one page, they still say they couldn't see the cancellation policy, while all these can be resolved if they just go to their website and pull the information out. I am really disappointed and never use Expedia again. My case number is
Expedia.com Response
• May 12, 2019
May 12, 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 promotional refund.
Our records indicate on March 8, 2019 ***, or a person authorized for the account, booked a two night stay with the Lake Louise Inn for check in on Jaune 9, 2019.
We received multiple requests from the customer for a refund under the Hotel Price Guarantee. The initial screenshots did not meet the requirements for the promotion we requested a valid screenshot. We received another screenshot with the required information and processed a refund of the difference on May 7, 2019 in the amount of $192.88 to the original form of payment. The refund timeframe varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I booked a hotel through Expedia.com on August 6, 2018 and paid a deposit of $55.55. According to Expedia's policy, if I cancel my booking within 24 hours, I'll get full of my deposit back. I canceled with 24 hours and Expedia agreed to return $55.55 to me. However, after half a year, I still have not received the payment. I contacted Expedia many times. They said they have refunded to my credit card. However, I have not received any payment from them
Expedia.com Response
• May 14, 2019
May 14, 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 of $55.55.
Our records indicate, on August 6, 2019, Ms. or an authorized user of the account booked a three-night hotel reservation at the ***, checking in on December 23, 2018 and checking out on December 26, 2018 via itinerary ***. Expedia emailed a confirmation email on August 6, 2019, it has not been opened or reviewed. The reservation was cancelled in the system on August 6, 2019.
Upon further review Expedia has been able to verify on December 6, 2018, Ms. called in to inform that hotel had charges her card for a deposit. The reservation was cancelled last August 6, 2018 and outside of hotels policy. Our representative called the hotel and was advised to send an email confirmation showing the reservation was cancelled. Once they receive the email they will process the refund. On December 17, 2018, Ms. called in asking for the refund for the cancelled reservation. Our representative called the hotel and the hotel advised the refund was process on December 5, 2018. Our representative suggested Ms. contact her bank to verify. On February 20, 2019, Ms. called since she hasn't received the refund. Our representative called the hotel and they advised that Ms. started a dispute with her bank so the bank will process the money back. On May 5, 2019, Ms. called stating that she has not received her refund. Our representative advised her to dispute it with her bank. After further review, Expedia has been able to verify on May 14, 2019, after speaking with *** they advised they received a dispute and the dispute has been resolved as of December 23, 2018, the bank issued the $55.55 refund back to 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 hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the vendor, the company that would have charged you for the reservation.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.Based on the above, Expedia is unable to honor a refund request. WE thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di FCorporate CorrespondenceTell us why here...
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 $55.55 deposit. The Revdex.com *** complaint was referencing a deposit of $55.55. Expedia previously investigated the matter and responded after speaking with ***. *** advised that they accepted a credit card dispute they receive from Ms.’s bank. *** advised the disputed was accepted and the bank should have issued the funds back to Ms.’s account.In review of the matter, Expedia is unable to verify if Ms.’s financial institution filed a credit card dispute with *** or if they issued a refund/credit to Ms.’s account. Expedia does not have any information about the financial institutions dispute or its resolution, accept that *** advised when they received the dispute from the financial institution they accepted it. Normal policy with a corporation accepts a dispute the bank refunds the funds and closes the dispute as being resolved. Expedia would like to suggest that Ms. contact her financial institution about the dispute that she filed. Her financial institution would be able to give her the details of how the dispute was resolved from their end.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
Complaint: ***
I am rejecting this response because:
Expedia claims that they refunded the deposit of $55.55 to my credit card on December 23, 2018. It also required me to submit documents to prove that the deposit was not refunded. I submitted my *** card monthly statement transaction list from December 6, 2018 to May 13, 2019. It shows that there was no refund from the hotel or Expedia. However, Expedia now claims that it accepts the claim from the hotel that the deposit was refunded.
I want to ask Expedia. Why do you ignore the proof from me that the deposit was not refunded? Do you have any evidence that the deposit was refunded? I have submitted the document to support my claim. Now it is your turn to submit documents to prove that you have refunded the deposit to my credit card.
Here I require Expedia to provide the document to prove that they refunded the deposit of $55.55 on December 23, 2018.
I recently booked a hotel reservation via the Expedia application for the *** operating system. Within 24 hours of booking, my plans changed causing me to formally cancel the trip. Shortly after I cancelled the reservation, I was advised that I agreed to a product or service that isn't refundable. Since receiving notification of this, I've made numerous attempts to contact Expedia with no resolution. They're essentially refusing to refund me the $225.46. I am seeking the assistance of the Revdex.com due to the deceptive advertising of products and services. The application does not disclose that the prices are non-refundable, and I am questioning the legality of such deceptive advertising.
Expedia.com Response
• May 13, 2019
May 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package. We understand *** is requesting a refund of the hotel reservation.
Our records indicate on April 29, 2019, ***, or a person authorized for the account, booked a package including four nights with the ***, checking in on May 9, 2019, a compact car with *** for pick up on May 9, 2019 and Travel Protection Hotel Booking Protection coverage.
We reviewed the booking data. The review showed the customer was advised prior to completing the booking that the reservation is nonrefundable and if it is changed or canceled for any reason the payment will not be refunded.
Based on our findings we will not be able to provide a refund or compensation for the itinerary.
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 the information is inaccurate in every way possible. I am demanding a refund or I will pursue litigation.
Full Itinerary: *** in Fri, May 3- 3:00 pm Check out Sat,- May 4 11:00am
Room details Room 1 Deluxe Room, I King Bed Free Internet Reserved for *** 1 Adult special request 1KINGNONSMOKING
I check in the place is beginning to look bad but Philly's Hotels are booked with events. I get the key and go to the 4th floor walking through the smell of smoke. Went into the room and it was suffocating stuffy with the stench of cat urine. I tried to turn air on there was only hear. I put on slippers and peaked in the shower and I notice foot prints following me, I went back in the room and stooped to touch the floor and it was soaked! I grabbed my luggage and went straight to the front desk and ask a new room after telling her the room was wet,hot and smelly. The clerk told me they were booked. I asked for a refund and she told me I would have to contact Expedia. I was in Philly because a close friend died and had no where to stay. I dreaded being bound there but thought I would have no problem with a refund. Expedia booked me or a DELUXE ROOM it was worst that the shock of my friend dying almost. To have to stay until morning. I can't believe this place is OPEN! I went turn the light on and there was a big roach. I sprayed the bug with my Mace not realizing it would choke me all night. I caught the first thing out to Wilkes Barre after the night of Hell. I called Expedia and they said I stayed there and it would be up to the Hotel . I said I booked with you and the Hotel said to take that up with Expedia. Expedia showed no mercy. I'm 62 years old and I can't fully put it in words how bad that place was. and I'm out of $103.68 and pain and suffering if there was such a thing. I overstayed the time with my friends keeping them from turning in just dreading having no on where to stay. This was not a hotel!The blinds were missing.
Expedia.com Response
• May 10, 2019
May 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We 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 3, 2019 ***, or a person authorized for the account, booked a one-night hotel stay with the *** for check in on May 3, 2019. The rate and reservation type selected was nonrefundable with no changes allowed.
We have agents available to assist when an issue arises. We can advocate with the hotel or provide other assistance. However, refund requests must be approved by the hotel.
The customer contacted us post-stay on May 4, 2019 requesting a refund due to dissatisfaction. We contacted the hotel but did not receive a waiver.
Expedia is a third-party intermediary for travel suppliers such as airlines, hotels and car rental agencies. The terms and conditions for the items purchased come from the travel suppliers and we are not able to supersede them.
Based on the terms and conditions we would not be able to refund the reservation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• May 11, 2019
Complaint: ***
I am rejecting this response because: I went and reported to the front desk and I asked for a refund and the clerk told me there was nothing she could do . She told me that they had nothing to do with booking and refunds I wound have to take that up with EXPEDIA and now it's cat and mouse, Expedia says the hotel has to do the refunding. I can't understand why there's problem with refunding. My allegations are true and so much so that the hotel clerk never sent for anyone to check the room because that the norm. What I don't understand is the connection of Expedia and places like this. It's scamming people out of funds and putting them in harms way. I have video of the dumpy wet floors and none working smoke detectors.
I purchased an airline ticket through Expedia last June, 2018. The airline was *** The purpose of my trip was to go visit my sister who was very Ill in Dominican Republic. I added the insurance on the ticked because I suffer from an anxiety disorder which makes it very difficult for me to travel. Unfortunately my sister passed away July 2018. Due to her death and the major anxiety I suffered, I had to cancel my trip (8/7/18).
I have tried for months to get a refund for my purchase ($546.00). Expedia has given me every excuse “policy” in the book possible to avoid refunding me. I sent a letter provided by my doctor indicating my disability, this wasn’t enough. On March 20th, 2019, Expedia sent me an email indicating that they require a death certificate, if it’s a family member in order to provide a refund. I provided them my sister’s death certificate and they are still denying my refund. They would only provide a refund if the cancelation was due to the death of the passenger… Now how is that even possible? As the passenger, I would not request a refund if I were dead…Sounds ridiculous. The second reason was that the death must be within a week of scheduled travel, I can say anything to this… my sister didn’t choose when to die.
I think it is a scam that they encourage passengers to pay the extra fee for insurance when this does not protect us at all. I think their email form 3/20/19 indicated what they needed and I provided it.
Flight Itin: ***; Req:
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 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 refund request. We understand Ms. is requesting a refund
for the full amount of $546.51.
Our records indicate that
on June 27, 2018, *** or an authorized user of her Expedia account,
self-booked a non-refundable flight using Expedia’s website under itinerary ***
with the following details:
Travel is with
*** Airways on outbound flight from New York, NY, USA to Santo Domingo,
Dominican Republic, a direct flight departing on August 14, 2018 at 10:35 am
Travel is with
*** Airways on inbound flight from Santo Domingo, Dominican Republic to
Newark, NJ, USA, a direct flight, departing on September 6, 2018 at 11:19 am
Total cost of
the roundtrip flight is $546.51
The customer
purchased the Travel Protection Total Protection Plan. Total cost is $35.00
Total cost of
this itinerary is $581.51
Upon further review, we
can confirm Ms.’s flight itinerary is a non-refundable and
non-transferrable. The customer sent an
email to Expedia on April 9, 2019 with an attached doctor’s certificate
indicating that due to Anxiety Disorder, the customer will not be able to
travel and wants to cancel the flight and get a full refund. Expedia advised
the customer the refund request may be processed or approved by the airline if
the reason is due to death in the family.
*** airways required a copy of the death certificate.
Furthermore, the customer
called on May 4, 2019, advising the sister’s passing before the scheduled
flight. The customer attached a death
certificate through email. Nonetheless,
we reached out to the vendor, advising that the airline will only process the
refund in the event of the passenger’s death.
In case of the death in the family, the airline will issue a future
airline credit if the death occurs within one week before the departure date. Ms.’s sister’s passing occurred one
month before the departure date. Expedia advised the customer the airline is
unable to process the refund, in lieu, the airline will issue the airline
credit.
Expedia serves a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** airlines is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on these bookings. We hope you understand we must adhere to the
policies dictated by the vendor.
For further information,
the full terms and condition of the “Vendor Rules and Restrictions” is
available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
Additionally, Ms.
*** was advised through email confirmation on June 27, 2018, the terms
and condition of the Travel Protection Flight Protection Plan which the
customer agreed before the booking.
For
more information, the full terms and condition of the Flight Protection Plan is
available for review using the link below.
We regret Ms.’s
experience was not as we would have hoped, and any subsequent inconvenience
caused. Expedia welcomes customer feedback in our ongoing effort to improve
upon the customer experience.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
I was overcharged 400 and some odd dollars and they will do nothing about it I have emailed them fax them talk to them about the problem they said that there is no problem very very upset
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 taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr.
*** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund
in the amount of $400.00.
Our records indicated that on March 31, 2019, Mr.
or an authorized user of her Expedia account, self-booked a refundable hotel
reservation using Expedia website under itinerary ***. The reservation was with the Noelle,
Nashville, a ***, Nashville, TN for a check in on April 6,
2019 and a check out on April 8, 2019.
The hotel reservation was completed.
Total cost is GBP1,145.08.
Upon review of the complaint, we can confirm Mr.
was advised the cost of the itinerary in USD is $1,435.16 and in GBP1,145.08. The customer opted to use the Great Britain
Pounds (GBP) currency to purchase the itinerary. Furthermore, we received the disputed notice
from the customer’s credit card company. The email stated the disputed amount
is GBP1,145.08.
Nonetheless, Expedia reached out to the vendor, advising and
confirming with us that the reservation was charged in US dollars and not in Great
Britain Pounds’ currency.
While we regret Mr.’s experience was not as we
would have hoped, based on the information above, Expedia is not able to fulfill
his refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
I booked flight for my honeymoon through Expeidia. ((Itinerary # ***). I recently found out that the airline I booked with went bankrupt and I have just lost nearly $1000. Expedia did nothing to remedy this situation. and I am essential without recourse. It appears that Expedia does little of vet the companies that it worked with and does nothing to support its customers with expediting complaints. I am sure Expedia collected its fare for my travel.
I am devastated. I would like a refund for my airfare.
Expedia.com Response
• May 12, 2019
May 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a partial refund.
Our records indicate on December 25, 2018 ***, or a person authorized for the account, booked a one-way flight with *** Airlines for two passengers, traveling from Dublin, Ireland to Baltimore, MD, USA on June 11, 2019.
At the time of booking, the Terms of Use were provided and agreed to. They include:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
While Ms.’s experience is not what we hoped, based on the above we will not be able to 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.
I booked our Vacation through Expedia between the dates of 4/25/19-4/30/19. The advertised *** I booked initially, was advertised as Total Price, THERE WAS NOTHING STATING that there will be an extra charge. Note: I paid for the total on Expedia as per advertised pictures on Expedia showing it as Oceanfront. When I arrived there, I received the keys for the ***, which was far from the advertised Pictures. In other words, it was far from the beach, that you have to take a shuttle, then when we went to speak with them, they said if you want to move closer to the beach, you have to upgrade. AND WE ENDED UP PAYING ANOTHER $576, WHICH ALSO INCLUDED FEES, THAT WERE NOT PRESENT ON THE ADVERTISED ***. Now, after I walked into the Room in Tower , ROOM#***, I was shocked to find no space next to the bed, No bed skits (mattress exposed), Extremely old/outdated room, dirty bathroom, disgusting and rusty Tub. The only good thing I enjoyed in the place is the room view. NOTE: I have pictures of everything. I spoke to customer service, advising that I will take this matter to Revdex.com, and was told that this is not their fault, and Expedia is the one to blame. I paid around $600 for my hotel booking through Expedia, then ended up paying another $575 Just to get the room that was described in the advertised listing. Had I known the trick, I would have definitely gone through another hotel.
Expedia.com Response
• May 12, 2019
May 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund of charges paid at the hotel.
Our records indicate on March 26, 2019 ***, or a person authorized for the account, booked a package including roundtrip flights for travel to Fort Walton Beach, FL, departing on April 25, 2019, returning on April 30, 2019, and a five-night stay with the ***, Panama City Beach. The room type purchased was a “***, 1 Bedroom (***)”.
We regret to hear that Ms. was not satisfied with the room and decor provided. The hotel content on our website is provided directly from the hotel and may not be representative of the room provided.
The hotel provides their fees that may be charged on location as well. The website advises that the fees provided by the hotel may not be comprehensive. As this information was provided at the time of booking, we will not be able to provide compensation for charges collected by the hotel.
Room service issues should be addressed with the hotel directly. If assistance was needed, we have agents who would have assisted by advocating on behalf of the customer with the hotel if we had been contacted during the stay.
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.
We booked a trip with Expedia (including round trip airline tickets and a hotel for 4 nights). We received our confirmation email and read through the entire thing including all of the fine print. 2 months later our plans changed and we needed to go to the Bahamas a day early but still return home the same day as our original flight home. We booked the basic airline tickets so our trip to the Bahamas could not be changed. We instead bought a one way ticket to the Bahamas (with Expedia again) a day earlier then our first reservation and were just going to use our original tickets yo return home. We left on Wednesday and got an email on Thursday night (the original day we were supposed to leave) stating that since we did not show up for our flight to the Bahamas on Thursday our flight home Monday had been cancelled. I spent 3.5 hours on the phone with Expedia and they stated that that is the airline policy is if you do not show up for a flight the rest of the reservation is cancelled. No where on any of Expedia’s communication to us (including all of the fine print) stayed that a no show means cancellation. Expedia said that they would look into it further but in the mean time we needed to book return tickets home. The Expedia agent statutes that the tickets had to be purchased through Expedia (in case they ruled in our favor and we’re going to refund us). So we paid $2000 for 4 return tickets even though the tickets were cheaper on another website. Well they did not rule in our favor and said that since it is an airline policy they had to cancel the return flight. No where in any of the communication with Expedia was this policy present. Also making us purchase our return flight home at a more expensive price then another website when they knew all along that they were not going to refund us the price of the tickets was unfair.
Expedia.com Response
• May 12, 2019
May 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on November 27, 2019 ***, or a person authorized for the account, self-booked a package for four passengers that included nonrefundable and non-changeable roundtrip flights with ***, traveling from Baltimore, MD, USA to Nassau, Bahamas, departing April 25, 2019 and returning on April 29, 2019 via itinerary ***.
At the time of purchase the terms and conditions and the website Terms of Use were provided and accepted. They included:
*** Basic Economy Fare Rules
Restrictions include:
· Cancellations are not permitted
· Changes are not permitted
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
To use the roundtrip tickets as one-way fares departing from another point of origin would have required a change, which we were not able to provide under the terms and conditions. The customer contacted us multiple times prior to travel and we reiterated the policy that changes were not allowed to the tickets. We advised a new ticket purchase would be necessary.
Based on our review we will not be able to offer a refund or compensation to the customer.
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 12, 2019
Complaint: ***
I am rejecting this response because: Never in any communication with Expedia did they tell us that a no show would result in a cancellation of the return tickets. In November we booked round trip airline tickets from Baltimore to Nassau and back. We understood that the airfare that we purchased (basic economy) was non-transferable with no cancellations and no changes which is why we purchased separate one way tickets from Baltimore to Nassau a day earlier. In the email confirmation (attached) there is nothing in it that states that a no show means forfeiting the remainder of your flights. If we knew this policy we would have never spent the money to purchase a one way ticket there a day earlier. We did not speak with the Expedia agent several times prior to our trip as stated in the response from Expedia, we spoke with them minutes before boarding the flight on Wednesday, April 24th when the *** agent told me that I could not make changes through her since our reservation was through Expedia and not *** directly. When I called Expedia they never stated that a no show would mean a cancellation of our return airfare (they also refused to let me listen to the call recording when I called days later to complain—they stated I need a subpoena to listen to my voice on a recording with their agent). They only stated that since we purchased a basic economy ticket we could not cancel, transfer, or get a refund for our tickets for the following day Thursday, April 25th. To clarify, we are not seeking a refund for the round trip airline tickets for Thursday, April 25th with a return flight on Monday, April 29th, we are seeking a refund for the tickets we needed to purchase to get home on April 29th after our original return home tickets were cancelled. Also we did read through all email communications with the airline as well as read ***’s policies and no where is it stated that a no show means a cancellation of the remainder of your trip. In speaking with a *** agent as long as they were notified of our no show they wouldn’t have cancelled the return tickets, but I wasn’t allowed to do that through *** since our tickets were through Expedia not *** directly. I spoke with the *** agent on Wednesday, April 24thWe are not looking for a refund of our original tickets as
On 5/5 we tried to book a flight for 2 people on Expedia leaving from Houston going to Calgary on 06/02 coming back on 06/08. It was $834. I clicked book flight and it came back and said it could not book because the price had dropped to $825 and if I wanted to continue to click continue. I clicked continue and it came back and said that there was a issue with the payment. When I went in to look at the account, they had charged my card for the $834 and was again trying to hit for $825. After hours on the phone with Expedia and ***, we have to wait 5 - 7 days for the money to be released before we can rebook. Then the price will have gone up significantly.
I rented a car through this service and my car rental was not completed accurately. I arrived at the car rental place and had no reservation due to booking error. I tried to ask for a refund and was denied by the rental company and no effort to resolve this was initiated I recieces an email saying thy they couldn’t do anything because of the rental company. I was charged $192 without receiving service and this error was not my fault.
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 his car reservation. We understand *** is requesting a full refund as *** oversold the vehicle and did not have his reservation upon arrival.
Our records indicate on April 26, 2019, ***, or a person authorized for the account, self-booked a car reservation for pick-up on May 4, 2019 and drop-off May 11, 2019 with Collison Damage Protection Plan.
Based on our review, we show that the refund was processed on May 6, 2019 for the total amount of $272.03. We have processed the car rental and the Collison Damage Protection Plan back to the original credit card. The time it takes to post the refund to his account depends on how quickly his credit card company processes refunds.
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
Tell us why here...
Customer Response
• May 14, 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.
You know, I had a long conversation with your customer service rep. Very nice and understanding gentleman.
I wanted to book a car from May 7 thru 15th. That’s what I punched in..those were the dates I stated.
You (whoever you are..) confirmed May 6-8. Which is NOT what I had originally placed the booking as.
I tried to modify the dates at once but there seemed no way to do that. I immediately contacted customer service and as stated,
explained this to the gentleman. He agreed with my frustration and sought to alter the booking as I had desired.
Now I receive this email of denial from you. WoW! Unbelievable!
Personally, I can’t believe you have denied me the refund of $40. (approx) given the poor structure of your website which
apparently is inadequate to corrections even minutes after the initial knowledge of the error. If this is the way you at Expedia and
*** operate in order to make a buck off people who wander on to your site, I believe you both to be completely
irresponsible, incompetent and disreputable outfits. I travel worldwide all the time as an international tour manager for music artists
and have done so for 45 years. This trip was a personal one to see my brother, therefore I chose an economical approach. My needs were few.
You have decided to fleece money from me for no other reason than to line your pockets. You have no respect for the customer. ME.
in this case. Perhaps that’s how you think, how you feel about the public at large…how you have chosen to operate using a dishonest
business model. I will of course, no longer utilize Expedia (as I have many times in the past) or *** and further, I
will (for what it’s worth…) submit a complaint and judgement to the Revdex.com, airing my grievance and experience.
You, Expedia, AND ***, are shameful representations of once highly revered organizations, used worldwide by many.
I would hope, given my appeal here, you would reconsider your position. If not so be it. Given your stance, I am doubtful of your compliance.
I am only one man, one voice, out of many but it is a voice speaking truth to power and it will be heard even if falling on your deaf ears.
Greatly disappointed,
***
On May 4, 2019, at 9:24 AM, ***@expedia.com wrote:
Dear ***,
We have received your refund request on your car reservation with ***.
We are sending this email to inform you that we have advocated your concern with ***. We are sorry to inform you that due to their policy regarding your request, they have denied refund. For this, we are unable to process refund.
Your understanding regarding this matter would highly be appreciated.
We apologize for the late response and for the inconvenience it caused you.
Thank you for choosing Expedia!
Best,
Jenielyn
Supervisor, Expedia US Customer Service Team
Expedia.com Response
• May 09, 2019
May 9, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a car
reservation. We understand Ms.
*** is requesting a refund in the amount of $48.36.
Our records indicate that on May 3, 2019, Ms. or
an authorized user of her Expedia account, self-booked a non-refundable, car
reservation using Expedia’s website under itinerary ***. The reservation was with the *** a ***, situated at *** for a pick up on May 6, 2019 and a drop off on May 9,
2019.
Upon review of the complaint, we can confirm Ms.
booked the car reservation for May 6, 2019 to May 9, 2019. The customer was advised and acknowledged the
terms and condition of the car reservation before completing the booking. This car reservation has a “no changes,
cancellations or refunds are allowed for this rental.” policy.
Nonetheless, Expedia reached out to the vendor to advocate
on behalf of the customer for refund request, regrettably, the *** denied the refund.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers such as hotels, car rental,
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking.
We hope you understand we must adhere to the policies dictated by our
vendor.
While we regret Ms.’s experience was not as we
would have hoped, based on the information provided above, Expedia is not able
to fulfill her refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Tickets booked thru Expedia to fly round trip Business class from EWR->HYD for my wife ***.
Aug 24 EWR-BOM Operated by *** Aug 26 BOM-HYD Operated by ***
May 4 HYD-DEL Operated by ***
May 5 DEL-LHR Operated by ***
May 4 LHR-EWR Operated by *** On Apr 14 received a note that *** ceased to operate, they are willing to refund. I sent reply asking to make sure rest of the itinerary remains the same and will book another flight for that leg. Since then, 3 communications back and forth but they never mentioned any issue with rest of the trip.
Booked another flight thru *** (105$).
On Apr 25 received email from Expedia that rest of the trip is fine.
On return flight during checkin, person at the counter says the ticket is not valid since it's issued by ***. No where in the mails or multiple calls I made to Expedia mentioned this.
I talked to different Expedia operators on dates 4/10, 4/13, 5/4 for a total of 6hr 03 mins.
My wife has to head back home and rebook from *** for following day to make it in time for taking care of patients on Monday. It cost us $3737.12 for *** ticket.
A total of 3737.12 + 105.95 = 3843.07 excess expense for us due to *** and lack of communication from expedia to us. Now Expedia is saying they are not responsible for the loss and I should followup with what ever the mode of payment I made. Had we known that rest of the tickets were issues by ***, we would have cancelled the whole trip.
Expedia.com Response
• May 09, 2019
May 9, 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 of $3843.07.
Our records indicate that on March 13, 2019, Ms. *** or an authorized user of the account booked a round trip flight from Newark, NJ, USA April 24, 2019, traveling to Mumbai, India and returning on May 4, 2019, Hyderabad, India to Delhi, India , via itinerary ***. Expedia emailed a confirmation on March 13, 2019 it was first opened on March 13, 2019 and reviewed eight times.
Upon further review Expedia has been able to verify that on April 14, 2019, Expedia sent Ms. an email advising due to the cancellation of *** flight number *** for April 26, 2019 and the lack of connecting alternatives the only option available is a refund. Ms. response was to leave the remaining flights and they will make other arrangements for the cancelled segments. On April 18, 2019, Ms. decided to get a refund for the cancelled flight from Mumbai, India to Hyderabad, India and leave the remaining segments since it is more expensive to book a brand new roundtrip flight. Ms *** stated she would book new flight from Mumbai, India to Hyderabad, India. From April 18, 2019 through April 23, 2019, there were numerous emails communication between Ms. and Expedia regarding *** cease in service. Ms *** wanted Expedia to confirm that the return trip would not be changed. Expedia emailed the following: “We would like to inform you that starting last April 17, 2019, *** suspended operations. All flights are canceled effective immediately. The airline will not refund the flight and the value cannot be used for a new ticket however customer must contact their credit card company to dispute the charge.” Another email was sent and read as follows: “We cannot guarantee that your return flight and other flights will stay the same as your reservation was ticketed and owned by ***. As we previously mentioned, *** ceases operations and all flights are canceled effective immediately starting April 17, 2019. We recommend that you contact your credit card company to dispute any charges.”
After further review, Expedia has been able to verify that *** ceased operation on April 17, 2019 and did not retro protect nor offer refunds for flights they cancelled. Expedia We recommends contacting your credit card company to dispute any charges related to *** cease of operation.
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 charged you for the flights.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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
Based on the above, Expedia is unable to honor a request for refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence
Tell us why here...
Expedia.com Response
• May 10, 2019
May 9, 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 $3843.07 she paid out on another flight.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. Upon further investigation because of *** cease in operation, Expedia recommends that Ms. contact her financial institution to dispute any charges associated with the cease in operation. *** has advised they will not retro protect any flights or offer a refund. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any 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 charged you for the flights.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. LIABILITY DISCLAIMER The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above, Expedia is unable to honor a request for refund. 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 10, 2019
Complaint: ***
I am rejecting this response because: As per ***:
https://www.***
Incase of tickets booked with a travel agent/portal, you can connect with them directly regarding your refund
Since we booked thru Expedia, I expect Expedia to pay us back.
Due to expedia selling tickets to *** I am trapped in Bahia Salvador, Brazil and have to pay triple the airfare with another airline to get out of here. After a 2 hour long conversation they acknowledged they knew the airline filed bankruptcy and there is nothing they can do to help. Also all of the reservations that I booked for hotel accomodations are going unfixed. This is a safety issue and Expedia needs to be held accountable for this in some way shape or form. They admitted to knowing the airline filed for bankruptcy yet still sold tickets. Both flights in the round trip tickets were cancelled. The flight into Salvador was changed and I had to take a cab to an airport across the city of Rio De Janeiro to find out it would take 3x longer to get to my destination.
Expedia.com Response
• May 10, 2019
Tell us why here...May 9, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on April 9, 2019 ***, or a person authorized for the account, booked roundtrip flights with *** traveling from Rio De Janeiro, Brazil to Salvador, Brazil, departing on April 28, 2019 and returning on May 4, 2019.
The terms and conditions were provided and accepted at the time of booking and advised that the flight is nonrefundable.
We’ve contacted the airline and a waiver has not been provided. Expedia is a third-party intermediary for travel suppliers such as airlines, hotels and rental car agencies. The terms and conditions for the items purchased come from the travel supplier. We hope you understand that we cannot supersede the terms of the travel supplier.
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 paid Expediat o book a room and I read all rules and it once never stated that I would need to have my card run again for the *** to charge me any damages or watever if I would have know that up front I would gave the motel instead of the teavel sitei have my id and itinerary number ready when I get to the room and they refused service because I wouldn't let the room have my card that Expediahad on file I paid f or the room and then was refused because they were not doing there job and sent money before I bookedthe room and niw heither will refund the money that was stolen from me and no telling
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 (“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 his hotel reservation. We understand *** is requesting a full refund as the website did not state that he needed a credit card upon arrival at the hotel.
Our records indicate on April 23, 2019, ***, or a person authorized for the account, self-booked a hotel for a stay at the *** by *** for check-in April 23, 2019 and check-out April 24, 2019.
Based on our review, the terms and conditions of the hotel were provided and accepted at the time of booking. The customer was advised that a credit card, debit card or cash deposit are required at the time of check-in. (see below)
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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. *** by *** was the supplying carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand that we have been unable to force the hotel to approve the refund requested for the reservation.
We reviewed our records and the customer was advised of the policy of the hotel which is nonrefundable which he agreed at the time of booking.
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 booked a trip to Miami on Feb 15th, 2019. The quoted price the hotel and plane ticket for 2 my daughter and I were $2037. 20. I received a confirmation email with the same price, however, when I checked my credit card charges I was charged an additional $357.00 which was the same price of one of the plane tickets. When I contacted Expedia about the additional charge no one was able to explain why. I disputed the additional with my credit card company Expedia informed me that the trip would be canceled if I pursued the dispute. Because the cost of the trip increased I canceled the dispute. While on the trip I noticed my return flight disappeared. When I called and was on the phone for over 2 hours with Expedia I was informed that the airline canceled the flight however instead of rebooking me on another flight the ticket had been canceled altogether. Had I not checked and confirmed my 3-year-old and I would have been stranded in Miami without notice from either the airline or Expedia. On no occasion was I offered to be compensation for the incontinence.
Expedia.com Response
• May 09, 2019
May 9, 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 refund request.
On February 15, 2019, Ms. self-booked a package reservation via itinerary ***. The total cost the customer paid was $2393.80 and the trip was set to start April 21, 2019. We understand from Ms.’s Expedia account she contacted Expedia by email but never got an answer regarding her inquiry. Ms. is requesting a refund of $356.60.
After researching the complaint and reviewing the calls made to Expedia we found that there were actually two different issues. Ms. inquired by email from February 21 to the 24, 2019, regarding what she believed to be overcharge on her package. The agents did not fully look into the matter. Expedia uses a system which captures the customer’s session and our agent did not verify and inform the customer that the full amount is actually shown to her during the purchase. As a courtesy to Ms. I have provided a refund of the difference in the amount of $356.60. The refund is made immediately and will typically show as a credit on Ms.’s account within 3-7 business days depending on her financial institution. In the future we suggest that the customer immediately contact Expedia by phone so she can be provided a solution. This information will be saved on Ms.’s Expedia account.
The second issue stems from an airline schedule change that *** initiated. Expedia has no control of the airlines schedule changes and therefore only provided the options as provided by the airline. I have listened to Ms.’s call which she made to Expedia on April 23, 2019. The airline agent confirms that they have automatically made the change since the original flight was canceled. The airline provided two flights as options, one with a connection and one without a connection. Ms. chose to take the flight without a connection. Expedia did not cancel or automatically book the customer on a different flight and is unable to provide any compensation for 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,
Daniel A
Customer Correspondence Team
Customer Response
• May 17, 2019
Complaint: ***
I am rejecting this response because:
I would like to add that the complaint is resolved but I am not satisfied with the response as it is inaccurate. My return flight was cancelled first by *** Airlines, Expedia was responsible for rescheduling a flight which when I called to inquire and spoke with an Antonio, I was informed that an Expedia employee cancelled the return flight as oppose to rebooking. Had I not called to inquire about the flight I would have been left stranded. It was only after I placed the call that I was offered the direct flight or connecting flight option. That is absolutely recorded in the call and it was recommended that I ask for compensation by Antonio because it was an error on Expedia’s part for not rebooking the return flight automatically but instead cancelling the return flight.
Been using Expedia for years. This time I was planning a trip for my family abroad. I picked our tickets and paid for them. Later on the same day I received an email that my tickets had been cancelled. I called customer service and they informed me that someone called and cancelled my tickets. I re-booked my flight but the return was no longer available and cost me an additional 100 dollars. The supervisor assured me that someone would investigate and possibly issue me a refund. Another supervisor called me back the next day and told me that some random person called and cancelled my reservation. Because of that they would not issue me a refund. How is it that a random stranger that isn't listed on my account is able to cancel my reservation? I will not be using Expedia again
My boyfriend and I recently booked a trip through Expedia to Germany. We requested to be booked in seats next to each other and we booked a one night hotel room with two twin beds. When we got the confirmation it stated we had only booked a room with one twin bed. Then when we went to check in for our flight we were informed that we would not be sitting next to each other. This is the second trip we’ve booked through Expedia and the second time they’ve screwed up. We will not be using Expedia again.
I purchased a round-trip ticket from Pittsburgh to Chicago for $239 including a 19$ insurance that claims to protect my flight. The first flight was delayed 2 hours and I missed the free ride share that I scheduled and had to pay for uber to pick which was 40$. The flight was full of turbulence which made the pilot to ask the Flight Attendants to take a seat and fasten their seatbelt. So, I got no complimentary snacks and beverages on my first flight. Due to this huge amount of turbulence, I got anxiety and I could not imagine getting back on the plane. So, I called Expedia to cancel my flight and get the refund since I purchased the protection for my flight. I called them 27 hours before the scheduled return flight to cancel my ticket. Meanwhile, I paid 90$ for a bus ticket to return to Pittsburgh. Although I purchased the protection, they told me you need to file a claim to get the refund. I did that and they asked for 10 days for review. After 10 days, they got back to me saying that they cannot refund my flight. Both flights were an American airline, If I purchased them directly, American airline would pay me credits for future flights although it was a non-refundable ticket. However, since I bought it from Expedia, I cannot get any credit from the American airline. Totally this trip cost me 369$ instead of 200$. It gave me anxiety and wasted a huge amount of my time.
Expedia.com Response
• May 09, 2019
May 9, 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 his package reservation. We understand *** is requesting a full refund as he purchased the Travel Protection Cancellation Plan to cover his reservation and cancelled 27 hours prior to departure time.
Our records indicate on March 29, 2019, Mr. ***, or a person authorized for the account, self-booked a package for a roundtrip flight with *** traveling from Pittsburgh, PA to Chicago, IL, departing on April 18, 2019 and returning on April 22, 2019. The flight included an additional Travel Protection Cancellation Plan.
The terms and conditions of the Cancellation Plan were provided and accepted at the time of booking and an email confirmation was sent to their email address. The customer was advised to file a claim and it is upon approval of covered reasons by Travel Guard to provide a refund.
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. *** was the supplying carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand that we have been unable to force the airlines to complete the refund requested for the reservation.
We reviewed our records and the customer was advised of the policy of their ticket which is nonrefundable and changes are not permitted which he agreed and confirmed the cancellation.
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 booked a vacation with Expedia for a total of $3876.50. I received a booking confirmation/receipt with this total. I later looked at my credit card statement, and Expedia overcharged me $754.12 (total charged was $4630.62). I was not notified at all by Expedia, and my credit card was simply charged more than what I had been quoted on at time of booking. Expedia's customer service has been less than helpful, claiming that my total must have changed in the time that it took to confirm my vacation. A customer's credit card should never be charged more than what the initial transaction was for, especially without any notification.
Expedia.com Response
• May 08, 2019
May 8, 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 youExpedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund of $754.12 for excessive charges.Our records indicate that on February 26, 2019, Ms. *** or an authorized user of the account booked five round trip flights departing June 4, 2019 from San Francisco, CA, to Kahului, HI and returning on June 7, 2019 from Kahului, HI to San Francisco, CA along with a five night hotel reservation at *** and an *** for five days via ***. Expedia email a confirmation email on February 26, 2019, it was first opened on February 26, 2019 and reviewed five times. From April 26, 2019 through May 3, 2019, there have been numerous email communications between Ms *** and Expedia in regard to her receipt showing $3876.50 but being charged $4630.62. Expedia advised, “ Prices quoted on the first email confirmation reflects a partial total since some tickets were still in the ticketing process but the total available in the confirmation now reflects the total charged to your card, $4,630.62. On May 8, 2019, Expedia was able to verify the itinerary showed $3876.50. $3876.50 is not inclusive of the two children’s tickets. The difference of $754.12 is the cost of the two children’s ticket.After further review, Expedia was able to determine when the reservation was created on our website the total cost of the reservation showed at $4630.62 at the time the credit/debit card was entered. The confirmation itinerary shows $3876.50 and ticketing is in progress. Once the reservation was completed the total amount $4630.62 agreed to on Expedia.com was charged against the card. Based on the above, Expedia is not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
I booked two nights hotel on Expedia about one month ago, now I found the hotel price dropped about $100 per night, Expedia has price warranty policy, so I contacted them by phone and by email, they found all kinds of excuses not to make the price adjustment form, I sent them 6-7 emails, with screenshots of the current price, first they miscalculated the price and tax, then they said the screenshot didn't include cancellation policy, then they said they don't accept two screenshots, everything has to be on the same page., when I sent screenshot on one page, they still say they couldn't see the cancellation policy, while all these can be resolved if they just go to their website and pull the information out. I am really disappointed and never use Expedia again. My case number is
May 12, 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 promotional refund.
Our records indicate on March 8, 2019 ***, or a person authorized for the account, booked a two night stay with the Lake Louise Inn for check in on Jaune 9, 2019.
We received multiple requests from the customer for a refund under the Hotel Price Guarantee. The initial screenshots did not meet the requirements for the promotion we requested a valid screenshot. We received another screenshot with the required information and processed a refund of the difference on May 7, 2019 in the amount of $192.88 to the original form of payment. The refund timeframe varies based on the processing time of the credit card company.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
I booked a hotel through Expedia.com on August 6, 2018 and paid a deposit of $55.55. According to Expedia's policy, if I cancel my booking within 24 hours, I'll get full of my deposit back. I canceled with 24 hours and Expedia agreed to return $55.55 to me. However, after half a year, I still have not received the payment. I contacted Expedia many times. They said they have refunded to my credit card. However, I have not received any payment from them
May 14, 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 of $55.55.
Our records indicate, on August 6, 2019, Ms. or an authorized user of the account booked a three-night hotel reservation at the ***, checking in on December 23, 2018 and checking out on December 26, 2018 via itinerary ***. Expedia emailed a confirmation email on August 6, 2019, it has not been opened or reviewed. The reservation was cancelled in the system on August 6, 2019.
Upon further review Expedia has been able to verify on December 6, 2018, Ms. called in to inform that hotel had charges her card for a deposit. The reservation was cancelled last August 6, 2018 and outside of hotels policy. Our representative called the hotel and was advised to send an email confirmation showing the reservation was cancelled. Once they receive the email they will process the refund. On December 17, 2018, Ms. called in asking for the refund for the cancelled reservation. Our representative called the hotel and the hotel advised the refund was process on December 5, 2018. Our representative suggested Ms. contact her bank to verify. On February 20, 2019, Ms. called since she hasn't received the refund. Our representative called the hotel and they advised that Ms. started a dispute with her bank so the bank will process the money back. On May 5, 2019, Ms. called stating that she has not received her refund. Our representative advised her to dispute it with her bank. After further review, Expedia has been able to verify on May 14, 2019, after speaking with *** they advised they received a dispute and the dispute has been resolved as of December 23, 2018, the bank issued the $55.55 refund back to 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 hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the vendor, the company that would have charged you for the reservation.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.Based on the above, Expedia is unable to honor a refund request. WE thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, Di-Di FCorporate CorrespondenceTell us why here...
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 $55.55 deposit. The Revdex.com *** complaint was referencing a deposit of $55.55. Expedia previously investigated the matter and responded after speaking with ***. *** advised that they accepted a credit card dispute they receive from Ms.’s bank. *** advised the disputed was accepted and the bank should have issued the funds back to Ms.’s account.In review of the matter, Expedia is unable to verify if Ms.’s financial institution filed a credit card dispute with *** or if they issued a refund/credit to Ms.’s account. Expedia does not have any information about the financial institutions dispute or its resolution, accept that *** advised when they received the dispute from the financial institution they accepted it. Normal policy with a corporation accepts a dispute the bank refunds the funds and closes the dispute as being resolved. Expedia would like to suggest that Ms. contact her financial institution about the dispute that she filed. Her financial institution would be able to give her the details of how the dispute was resolved from their end.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
Complaint: ***
I am rejecting this response because:
Expedia claims that they refunded the deposit of $55.55 to my credit card on December 23, 2018. It also required me to submit documents to prove that the deposit was not refunded. I submitted my *** card monthly statement transaction list from December 6, 2018 to May 13, 2019. It shows that there was no refund from the hotel or Expedia. However, Expedia now claims that it accepts the claim from the hotel that the deposit was refunded.
I want to ask Expedia. Why do you ignore the proof from me that the deposit was not refunded? Do you have any evidence that the deposit was refunded? I have submitted the document to support my claim. Now it is your turn to submit documents to prove that you have refunded the deposit to my credit card.
Here I require Expedia to provide the document to prove that they refunded the deposit of $55.55 on December 23, 2018.
Sincerely
Good Evening,
I recently booked a hotel reservation via the Expedia application for the *** operating system. Within 24 hours of booking, my plans changed causing me to formally cancel the trip. Shortly after I cancelled the reservation, I was advised that I agreed to a product or service that isn't refundable. Since receiving notification of this, I've made numerous attempts to contact Expedia with no resolution. They're essentially refusing to refund me the $225.46. I am seeking the assistance of the Revdex.com due to the deceptive advertising of products and services. The application does not disclose that the prices are non-refundable, and I am questioning the legality of such deceptive advertising.
May 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a package. We understand *** is requesting a refund of the hotel reservation.
Our records indicate on April 29, 2019, ***, or a person authorized for the account, booked a package including four nights with the ***, checking in on May 9, 2019, a compact car with *** for pick up on May 9, 2019 and Travel Protection Hotel Booking Protection coverage.
We reviewed the booking data. The review showed the customer was advised prior to completing the booking that the reservation is nonrefundable and if it is changed or canceled for any reason the payment will not be refunded.
Based on our findings we will not be able to provide a refund or compensation for the itinerary.
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 information is inaccurate in every way possible. I am demanding a refund or I will pursue litigation.
Sincerely
Full Itinerary: *** in Fri, May 3- 3:00 pm Check out Sat,- May 4 11:00am
Room details Room 1 Deluxe Room, I King Bed Free Internet Reserved for *** 1 Adult special request 1KINGNONSMOKING
I check in the place is beginning to look bad but Philly's Hotels are booked with events. I get the key and go to the 4th floor walking through the smell of smoke. Went into the room and it was suffocating stuffy with the stench of cat urine. I tried to turn air on there was only hear. I put on slippers and peaked in the shower and I notice foot prints following me, I went back in the room and stooped to touch the floor and it was soaked! I grabbed my luggage and went straight to the front desk and ask a new room after telling her the room was wet,hot and smelly. The clerk told me they were booked. I asked for a refund and she told me I would have to contact Expedia. I was in Philly because a close friend died and had no where to stay. I dreaded being bound there but thought I would have no problem with a refund. Expedia booked me or a DELUXE ROOM it was worst that the shock of my friend dying almost. To have to stay until morning. I can't believe this place is OPEN! I went turn the light on and there was a big roach. I sprayed the bug with my Mace not realizing it would choke me all night. I caught the first thing out to Wilkes Barre after the night of Hell. I called Expedia and they said I stayed there and it would be up to the Hotel . I said I booked with you and the Hotel said to take that up with Expedia. Expedia showed no mercy. I'm 62 years old and I can't fully put it in words how bad that place was. and I'm out of $103.68 and pain and suffering if there was such a thing. I overstayed the time with my friends keeping them from turning in just dreading having no on where to stay. This was not a hotel!The blinds were missing.
May 10, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We 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 3, 2019 ***, or a person authorized for the account, booked a one-night hotel stay with the *** for check in on May 3, 2019. The rate and reservation type selected was nonrefundable with no changes allowed.
We have agents available to assist when an issue arises. We can advocate with the hotel or provide other assistance. However, refund requests must be approved by the hotel.
The customer contacted us post-stay on May 4, 2019 requesting a refund due to dissatisfaction. We contacted the hotel but did not receive a waiver.
Expedia is a third-party intermediary for travel suppliers such as airlines, hotels and car rental agencies. The terms and conditions for the items purchased come from the travel suppliers and we are not able to supersede them.
Based on the terms and conditions we would not be able to refund the reservation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because: I went and reported to the front desk and I asked for a refund and the clerk told me there was nothing she could do . She told me that they had nothing to do with booking and refunds I wound have to take that up with EXPEDIA and now it's cat and mouse, Expedia says the hotel has to do the refunding. I can't understand why there's problem with refunding. My allegations are true and so much so that the hotel clerk never sent for anyone to check the room because that the norm. What I don't understand is the connection of Expedia and places like this. It's scamming people out of funds and putting them in harms way. I have video of the dumpy wet floors and none working smoke detectors.
Sincerely
I purchased an airline ticket through Expedia last June, 2018. The airline was *** The purpose of my trip was to go visit my sister who was very Ill in Dominican Republic. I added the insurance on the ticked because I suffer from an anxiety disorder which makes it very difficult for me to travel. Unfortunately my sister passed away July 2018. Due to her death and the major anxiety I suffered, I had to cancel my trip (8/7/18).
I have tried for months to get a refund for my purchase ($546.00). Expedia has given me every excuse “policy” in the book possible to avoid refunding me. I sent a letter provided by my doctor indicating my disability, this wasn’t enough. On March 20th, 2019, Expedia sent me an email indicating that they require a death certificate, if it’s a family member in order to provide a refund. I provided them my sister’s death certificate and they are still denying my refund. They would only provide a refund if the cancelation was due to the death of the passenger… Now how is that even possible? As the passenger, I would not request a refund if I were dead…Sounds ridiculous. The second reason was that the death must be within a week of scheduled travel, I can say anything to this… my sister didn’t choose when to die.
I think it is a scam that they encourage passengers to pay the extra fee for insurance when this does not protect us at all. I think their email form 3/20/19 indicated what they needed and I provided it.
Flight Itin: ***; Req:
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 refund request. We understand Ms. is requesting a refund
for the full amount of $546.51.
Our records indicate that
on June 27, 2018, *** or an authorized user of her Expedia account,
self-booked a non-refundable flight using Expedia’s website under itinerary ***
with the following details:
Travel is with
*** Airways on outbound flight from New York, NY, USA to Santo Domingo,
Dominican Republic, a direct flight departing on August 14, 2018 at 10:35 am
Travel is with
*** Airways on inbound flight from Santo Domingo, Dominican Republic to
Newark, NJ, USA, a direct flight, departing on September 6, 2018 at 11:19 am
Total cost of
the roundtrip flight is $546.51
The customer
purchased the Travel Protection Total Protection Plan. Total cost is $35.00
Total cost of
this itinerary is $581.51
Upon further review, we
can confirm Ms.’s flight itinerary is a non-refundable and
non-transferrable. The customer sent an
email to Expedia on April 9, 2019 with an attached doctor’s certificate
indicating that due to Anxiety Disorder, the customer will not be able to
travel and wants to cancel the flight and get a full refund. Expedia advised
the customer the refund request may be processed or approved by the airline if
the reason is due to death in the family.
*** airways required a copy of the death certificate.
Furthermore, the customer
called on May 4, 2019, advising the sister’s passing before the scheduled
flight. The customer attached a death
certificate through email. Nonetheless,
we reached out to the vendor, advising that the airline will only process the
refund in the event of the passenger’s death.
In case of the death in the family, the airline will issue a future
airline credit if the death occurs within one week before the departure date. Ms.’s sister’s passing occurred one
month before the departure date. Expedia advised the customer the airline is
unable to process the refund, in lieu, the airline will issue the airline
credit.
Expedia serves a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** airlines is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on these bookings. We hope you understand we must adhere to the
policies dictated by the vendor.
For further information,
the full terms and condition of the “Vendor Rules and Restrictions” is
available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
Additionally, Ms.
*** was advised through email confirmation on June 27, 2018, the terms
and condition of the Travel Protection Flight Protection Plan which the
customer agreed before the booking.
For
more information, the full terms and condition of the Flight Protection Plan is
available for review using the link below.
https://webservices.travelguard.com/Product/FileRetrieval.aspx?CountryCode=U S&StateCode=NW&ProductCode=009167&PlanCode=P1&FileType=PROD_PLAN_GM
We regret Ms.’s
experience was not as we would have hoped, and any subsequent inconvenience
caused. Expedia welcomes customer feedback in our ongoing effort to improve
upon the customer experience.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
I was overcharged 400 and some odd dollars and they will do nothing about it I have emailed them fax them talk to them about the problem they said that there is no problem very very upset
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 Mr.
*** (Revdex.com case number ***) regarding a hotel reservation. We understand Mr. is requesting a refund
in the amount of $400.00.
Our records indicated that on March 31, 2019, Mr.
or an authorized user of her Expedia account, self-booked a refundable hotel
reservation using Expedia website under itinerary ***. The reservation was with the Noelle,
Nashville, a ***, Nashville, TN for a check in on April 6,
2019 and a check out on April 8, 2019.
The hotel reservation was completed.
Total cost is GBP1,145.08.
Upon review of the complaint, we can confirm Mr.
was advised the cost of the itinerary in USD is $1,435.16 and in GBP1,145.08. The customer opted to use the Great Britain
Pounds (GBP) currency to purchase the itinerary. Furthermore, we received the disputed notice
from the customer’s credit card company. The email stated the disputed amount
is GBP1,145.08.
Nonetheless, Expedia reached out to the vendor, advising and
confirming with us that the reservation was charged in US dollars and not in Great
Britain Pounds’ currency.
While we regret Mr.’s experience was not as we
would have hoped, based on the information above, Expedia is not able to fulfill
his refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
I booked flight for my honeymoon through Expeidia. ((Itinerary # ***). I recently found out that the airline I booked with went bankrupt and I have just lost nearly $1000. Expedia did nothing to remedy this situation. and I am essential without recourse. It appears that Expedia does little of vet the companies that it worked with and does nothing to support its customers with expediting complaints. I am sure Expedia collected its fare for my travel.
I am devastated. I would like a refund for my airfare.
May 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a partial refund.
Our records indicate on December 25, 2018 ***, or a person authorized for the account, booked a one-way flight with *** Airlines for two passengers, traveling from Dublin, Ireland to Baltimore, MD, USA on June 11, 2019.
At the time of booking, the Terms of Use were provided and agreed to. They include:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
While Ms.’s experience is not what we hoped, based on the above we will not be able to 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
I booked our Vacation through Expedia between the dates of 4/25/19-4/30/19. The advertised *** I booked initially, was advertised as Total Price, THERE WAS NOTHING STATING that there will be an extra charge. Note: I paid for the total on Expedia as per advertised pictures on Expedia showing it as Oceanfront. When I arrived there, I received the keys for the ***, which was far from the advertised Pictures. In other words, it was far from the beach, that you have to take a shuttle, then when we went to speak with them, they said if you want to move closer to the beach, you have to upgrade. AND WE ENDED UP PAYING ANOTHER $576, WHICH ALSO INCLUDED FEES, THAT WERE NOT PRESENT ON THE ADVERTISED ***. Now, after I walked into the Room in Tower , ROOM#***, I was shocked to find no space next to the bed, No bed skits (mattress exposed), Extremely old/outdated room, dirty bathroom, disgusting and rusty Tub. The only good thing I enjoyed in the place is the room view. NOTE: I have pictures of everything. I spoke to customer service, advising that I will take this matter to Revdex.com, and was told that this is not their fault, and Expedia is the one to blame. I paid around $600 for my hotel booking through Expedia, then ended up paying another $575 Just to get the room that was described in the advertised listing. Had I known the trick, I would have definitely gone through another hotel.
May 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund of charges paid at the hotel.
Our records indicate on March 26, 2019 ***, or a person authorized for the account, booked a package including roundtrip flights for travel to Fort Walton Beach, FL, departing on April 25, 2019, returning on April 30, 2019, and a five-night stay with the ***, Panama City Beach. The room type purchased was a “***, 1 Bedroom (***)”.
We regret to hear that Ms. was not satisfied with the room and decor provided. The hotel content on our website is provided directly from the hotel and may not be representative of the room provided.
The hotel provides their fees that may be charged on location as well. The website advises that the fees provided by the hotel may not be comprehensive. As this information was provided at the time of booking, we will not be able to provide compensation for charges collected by the hotel.
Room service issues should be addressed with the hotel directly. If assistance was needed, we have agents who would have assisted by advocating on behalf of the customer with the hotel if we had been contacted during the stay.
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
We booked a trip with Expedia (including round trip airline tickets and a hotel for 4 nights). We received our confirmation email and read through the entire thing including all of the fine print. 2 months later our plans changed and we needed to go to the Bahamas a day early but still return home the same day as our original flight home. We booked the basic airline tickets so our trip to the Bahamas could not be changed. We instead bought a one way ticket to the Bahamas (with Expedia again) a day earlier then our first reservation and were just going to use our original tickets yo return home. We left on Wednesday and got an email on Thursday night (the original day we were supposed to leave) stating that since we did not show up for our flight to the Bahamas on Thursday our flight home Monday had been cancelled. I spent 3.5 hours on the phone with Expedia and they stated that that is the airline policy is if you do not show up for a flight the rest of the reservation is cancelled. No where on any of Expedia’s communication to us (including all of the fine print) stayed that a no show means cancellation. Expedia said that they would look into it further but in the mean time we needed to book return tickets home. The Expedia agent statutes that the tickets had to be purchased through Expedia (in case they ruled in our favor and we’re going to refund us). So we paid $2000 for 4 return tickets even though the tickets were cheaper on another website. Well they did not rule in our favor and said that since it is an airline policy they had to cancel the return flight. No where in any of the communication with Expedia was this policy present. Also making us purchase our return flight home at a more expensive price then another website when they knew all along that they were not going to refund us the price of the tickets was unfair.
May 12, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on November 27, 2019 ***, or a person authorized for the account, self-booked a package for four passengers that included nonrefundable and non-changeable roundtrip flights with ***, traveling from Baltimore, MD, USA to Nassau, Bahamas, departing April 25, 2019 and returning on April 29, 2019 via itinerary ***.
At the time of purchase the terms and conditions and the website Terms of Use were provided and accepted. They included:
*** Basic Economy Fare Rules
Restrictions include:
· Cancellations are not permitted
· Changes are not permitted
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.
To use the roundtrip tickets as one-way fares departing from another point of origin would have required a change, which we were not able to provide under the terms and conditions. The customer contacted us multiple times prior to travel and we reiterated the policy that changes were not allowed to the tickets. We advised a new ticket purchase would be necessary.
Based on our review we will not be able to offer a refund or compensation to the customer.
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: Never in any communication with Expedia did they tell us that a no show would result in a cancellation of the return tickets. In November we booked round trip airline tickets from Baltimore to Nassau and back. We understood that the airfare that we purchased (basic economy) was non-transferable with no cancellations and no changes which is why we purchased separate one way tickets from Baltimore to Nassau a day earlier. In the email confirmation (attached) there is nothing in it that states that a no show means forfeiting the remainder of your flights. If we knew this policy we would have never spent the money to purchase a one way ticket there a day earlier. We did not speak with the Expedia agent several times prior to our trip as stated in the response from Expedia, we spoke with them minutes before boarding the flight on Wednesday, April 24th when the *** agent told me that I could not make changes through her since our reservation was through Expedia and not *** directly. When I called Expedia they never stated that a no show would mean a cancellation of our return airfare (they also refused to let me listen to the call recording when I called days later to complain—they stated I need a subpoena to listen to my voice on a recording with their agent). They only stated that since we purchased a basic economy ticket we could not cancel, transfer, or get a refund for our tickets for the following day Thursday, April 25th. To clarify, we are not seeking a refund for the round trip airline tickets for Thursday, April 25th with a return flight on Monday, April 29th, we are seeking a refund for the tickets we needed to purchase to get home on April 29th after our original return home tickets were cancelled. Also we did read through all email communications with the airline as well as read ***’s policies and no where is it stated that a no show means a cancellation of the remainder of your trip. In speaking with a *** agent as long as they were notified of our no show they wouldn’t have cancelled the return tickets, but I wasn’t allowed to do that through *** since our tickets were through Expedia not *** directly. I spoke with the *** agent on Wednesday, April 24thWe are not looking for a refund of our original tickets as
Sincerely
On 5/5 we tried to book a flight for 2 people on Expedia leaving from Houston going to Calgary on 06/02 coming back on 06/08. It was $834. I clicked book flight and it came back and said it could not book because the price had dropped to $825 and if I wanted to continue to click continue. I clicked continue and it came back and said that there was a issue with the payment. When I went in to look at the account, they had charged my card for the $834 and was again trying to hit for $825. After hours on the phone with Expedia and ***, we have to wait 5 - 7 days for the money to be released before we can rebook. Then the price will have gone up significantly.
I rented a car through this service and my car rental was not completed accurately. I arrived at the car rental place and had no reservation due to booking error. I tried to ask for a refund and was denied by the rental company and no effort to resolve this was initiated I recieces an email saying thy they couldn’t do anything because of the rental company. I was charged $192 without receiving service and this error was not my fault.
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 his car reservation. We understand *** is requesting a full refund as *** oversold the vehicle and did not have his reservation upon arrival.
Our records indicate on April 26, 2019, ***, or a person authorized for the account, self-booked a car reservation for pick-up on May 4, 2019 and drop-off May 11, 2019 with Collison Damage Protection Plan.
Based on our review, we show that the refund was processed on May 6, 2019 for the total amount of $272.03. We have processed the car rental and the Collison Damage Protection Plan back to the original credit card. The time it takes to post the refund to his account depends on how quickly his credit card company processes refunds.
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
Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
You know, I had a long conversation with your customer service rep. Very nice and understanding gentleman.
I wanted to book a car from May 7 thru 15th. That’s what I punched in..those were the dates I stated.
You (whoever you are..) confirmed May 6-8. Which is NOT what I had originally placed the booking as.
I tried to modify the dates at once but there seemed no way to do that. I immediately contacted customer service and as stated,
explained this to the gentleman. He agreed with my frustration and sought to alter the booking as I had desired.
Now I receive this email of denial from you. WoW! Unbelievable!
Personally, I can’t believe you have denied me the refund of $40. (approx) given the poor structure of your website which
apparently is inadequate to corrections even minutes after the initial knowledge of the error. If this is the way you at Expedia and
*** operate in order to make a buck off people who wander on to your site, I believe you both to be completely
irresponsible, incompetent and disreputable outfits. I travel worldwide all the time as an international tour manager for music artists
and have done so for 45 years. This trip was a personal one to see my brother, therefore I chose an economical approach. My needs were few.
You have decided to fleece money from me for no other reason than to line your pockets. You have no respect for the customer. ME.
in this case. Perhaps that’s how you think, how you feel about the public at large…how you have chosen to operate using a dishonest
business model. I will of course, no longer utilize Expedia (as I have many times in the past) or *** and further, I
will (for what it’s worth…) submit a complaint and judgement to the Revdex.com, airing my grievance and experience.
You, Expedia, AND ***, are shameful representations of once highly revered organizations, used worldwide by many.
I would hope, given my appeal here, you would reconsider your position. If not so be it. Given your stance, I am doubtful of your compliance.
I am only one man, one voice, out of many but it is a voice speaking truth to power and it will be heard even if falling on your deaf ears.
Greatly disappointed,
***
On May 4, 2019, at 9:24 AM, ***@expedia.com wrote:
Dear ***,
We have received your refund request on your car reservation with ***.
We are sending this email to inform you that we have advocated your concern with ***. We are sorry to inform you that due to their policy regarding your request, they have denied refund. For this, we are unable to process refund.
Your understanding regarding this matter would highly be appreciated.
We apologize for the late response and for the inconvenience it caused you.
Thank you for choosing Expedia!
Best,
Jenielyn
Supervisor, Expedia US Customer Service Team
May 9, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding
an issue from our customer. We appreciate the Revdex.com (“Revdex.com”)
allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms.
*** (Revdex.com case number ***) regarding a car
reservation. We understand Ms.
*** is requesting a refund in the amount of $48.36.
Our records indicate that on May 3, 2019, Ms. or
an authorized user of her Expedia account, self-booked a non-refundable, car
reservation using Expedia’s website under itinerary ***. The reservation was with the *** a ***, situated at *** for a pick up on May 6, 2019 and a drop off on May 9,
2019.
Upon review of the complaint, we can confirm Ms.
booked the car reservation for May 6, 2019 to May 9, 2019. The customer was advised and acknowledged the
terms and condition of the car reservation before completing the booking. This car reservation has a “no changes,
cancellations or refunds are allowed for this rental.” policy.
Nonetheless, Expedia reached out to the vendor to advocate
on behalf of the customer for refund request, regrettably, the *** denied the refund.
Expedia serves as third-party intermediary with travel
providers such as hotels, car rental agencies and airlines and is subject to
the rules and restrictions of those providers such as hotels, car rental,
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking.
We hope you understand we must adhere to the policies dictated by our
vendor.
While we regret Ms.’s experience was not as we
would have hoped, based on the information provided above, Expedia is not able
to fulfill her refund request.
We thank you for allowing us the opportunity to address the
issues brought to our attention. If you
have any further questions or concerns regarding this matter, please feel free
to contact us.
Sincerely,
Cindy
G***
Corporate
Correspondence Team
Tickets booked thru Expedia to fly round trip Business class from EWR->HYD for my wife ***.
Aug 24 EWR-BOM Operated by *** Aug 26 BOM-HYD Operated by ***
May 4 HYD-DEL Operated by ***
May 5 DEL-LHR Operated by ***
May 4 LHR-EWR Operated by *** On Apr 14 received a note that *** ceased to operate, they are willing to refund. I sent reply asking to make sure rest of the itinerary remains the same and will book another flight for that leg. Since then, 3 communications back and forth but they never mentioned any issue with rest of the trip.
Booked another flight thru *** (105$).
On Apr 25 received email from Expedia that rest of the trip is fine.
On return flight during checkin, person at the counter says the ticket is not valid since it's issued by ***. No where in the mails or multiple calls I made to Expedia mentioned this.
I talked to different Expedia operators on dates 4/10, 4/13, 5/4 for a total of 6hr 03 mins.
My wife has to head back home and rebook from *** for following day to make it in time for taking care of patients on Monday. It cost us $3737.12 for *** ticket.
A total of 3737.12 + 105.95 = 3843.07 excess expense for us due to *** and lack of communication from expedia to us. Now Expedia is saying they are not responsible for the loss and I should followup with what ever the mode of payment I made. Had we known that rest of the tickets were issues by ***, we would have cancelled the whole trip.
May 9, 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 of $3843.07.
Our records indicate that on March 13, 2019, Ms. *** or an authorized user of the account booked a round trip flight from Newark, NJ, USA April 24, 2019, traveling to Mumbai, India and returning on May 4, 2019, Hyderabad, India to Delhi, India , via itinerary ***. Expedia emailed a confirmation on March 13, 2019 it was first opened on March 13, 2019 and reviewed eight times.
Upon further review Expedia has been able to verify that on April 14, 2019, Expedia sent Ms. an email advising due to the cancellation of *** flight number *** for April 26, 2019 and the lack of connecting alternatives the only option available is a refund. Ms. response was to leave the remaining flights and they will make other arrangements for the cancelled segments. On April 18, 2019, Ms. decided to get a refund for the cancelled flight from Mumbai, India to Hyderabad, India and leave the remaining segments since it is more expensive to book a brand new roundtrip flight. Ms *** stated she would book new flight from Mumbai, India to Hyderabad, India. From April 18, 2019 through April 23, 2019, there were numerous emails communication between Ms. and Expedia regarding *** cease in service. Ms *** wanted Expedia to confirm that the return trip would not be changed. Expedia emailed the following: “We would like to inform you that starting last April 17, 2019, *** suspended operations. All flights are canceled effective immediately. The airline will not refund the flight and the value cannot be used for a new ticket however customer must contact their credit card company to dispute the charge.” Another email was sent and read as follows: “We cannot guarantee that your return flight and other flights will stay the same as your reservation was ticketed and owned by ***. As we previously mentioned, *** ceases operations and all flights are canceled effective immediately starting April 17, 2019. We recommend that you contact your credit card company to dispute any charges.”
After further review, Expedia has been able to verify that *** ceased operation on April 17, 2019 and did not retro protect nor offer refunds for flights they cancelled. Expedia We recommends contacting your credit card company to dispute any charges related to *** cease of operation.
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 charged you for the flights.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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
Based on the above, Expedia is unable to honor a request for refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,
Di-Di FCorporate Correspondence
Tell us why here...
May 9, 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 $3843.07 she paid out on another flight.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. Upon further investigation because of *** cease in operation, Expedia recommends that Ms. contact her financial institution to dispute any charges associated with the cease in operation. *** has advised they will not retro protect any flights or offer a refund. Please note that Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers. We do not own or operate any 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 charged you for the flights.SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. LIABILITY DISCLAIMER The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the Expedia Partners. The Expedia Companies and the Expedia Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the Expedia Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Based on the above, Expedia is unable to honor a request for refund. 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
Complaint: ***
I am rejecting this response because: As per ***:
https://www.***
Incase of tickets booked with a travel agent/portal, you can connect with them directly regarding your refund
Since we booked thru Expedia, I expect Expedia to pay us back.
Sincerely
Due to expedia selling tickets to *** I am trapped in Bahia Salvador, Brazil and have to pay triple the airfare with another airline to get out of here. After a 2 hour long conversation they acknowledged they knew the airline filed bankruptcy and there is nothing they can do to help. Also all of the reservations that I booked for hotel accomodations are going unfixed. This is a safety issue and Expedia needs to be held accountable for this in some way shape or form. They admitted to knowing the airline filed for bankruptcy yet still sold tickets. Both flights in the round trip tickets were cancelled. The flight into Salvador was changed and I had to take a cab to an airport across the city of Rio De Janeiro to find out it would take 3x longer to get to my destination.
Tell us why here...May 9, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding flights. We understand *** is requesting a refund.
Our records indicate on April 9, 2019 ***, or a person authorized for the account, booked roundtrip flights with *** traveling from Rio De Janeiro, Brazil to Salvador, Brazil, departing on April 28, 2019 and returning on May 4, 2019.
The terms and conditions were provided and accepted at the time of booking and advised that the flight is nonrefundable.
We’ve contacted the airline and a waiver has not been provided. Expedia is a third-party intermediary for travel suppliers such as airlines, hotels and rental car agencies. The terms and conditions for the items purchased come from the travel supplier. We hope you understand that we cannot supersede the terms of the travel supplier.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
I paid Expediat o book a room and I read all rules and it once never stated that I would need to have my card run again for the *** to charge me any damages or watever if I would have know that up front I would gave the motel instead of the teavel sitei have my id and itinerary number ready when I get to the room and they refused service because I wouldn't let the room have my card that Expediahad on file I paid f or the room and then was refused because they were not doing there job and sent money before I bookedthe room and niw heither will refund the money that was stolen from me and no telling
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 (“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 his hotel reservation. We understand *** is requesting a full refund as the website did not state that he needed a credit card upon arrival at the hotel.
Our records indicate on April 23, 2019, ***, or a person authorized for the account, self-booked a hotel for a stay at the *** by *** for check-in April 23, 2019 and check-out April 24, 2019.
Based on our review, the terms and conditions of the hotel were provided and accepted at the time of booking. The customer was advised that a credit card, debit card or cash deposit are required at the time of check-in. (see below)
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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. *** by *** was the supplying carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand that we have been unable to force the hotel to approve the refund requested for the reservation.
We reviewed our records and the customer was advised of the policy of the hotel which is nonrefundable which he agreed at the time of booking.
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 booked a trip to Miami on Feb 15th, 2019. The quoted price the hotel and plane ticket for 2 my daughter and I were $2037. 20. I received a confirmation email with the same price, however, when I checked my credit card charges I was charged an additional $357.00 which was the same price of one of the plane tickets. When I contacted Expedia about the additional charge no one was able to explain why. I disputed the additional with my credit card company Expedia informed me that the trip would be canceled if I pursued the dispute. Because the cost of the trip increased I canceled the dispute. While on the trip I noticed my return flight disappeared. When I called and was on the phone for over 2 hours with Expedia I was informed that the airline canceled the flight however instead of rebooking me on another flight the ticket had been canceled altogether. Had I not checked and confirmed my 3-year-old and I would have been stranded in Miami without notice from either the airline or Expedia. On no occasion was I offered to be compensation for the incontinence.
May 9, 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 refund request.
On February 15, 2019, Ms. self-booked a package reservation via itinerary ***. The total cost the customer paid was $2393.80 and the trip was set to start April 21, 2019. We understand from Ms.’s Expedia account she contacted Expedia by email but never got an answer regarding her inquiry. Ms. is requesting a refund of $356.60.
After researching the complaint and reviewing the calls made to Expedia we found that there were actually two different issues. Ms. inquired by email from February 21 to the 24, 2019, regarding what she believed to be overcharge on her package. The agents did not fully look into the matter. Expedia uses a system which captures the customer’s session and our agent did not verify and inform the customer that the full amount is actually shown to her during the purchase. As a courtesy to Ms. I have provided a refund of the difference in the amount of $356.60. The refund is made immediately and will typically show as a credit on Ms.’s account within 3-7 business days depending on her financial institution. In the future we suggest that the customer immediately contact Expedia by phone so she can be provided a solution. This information will be saved on Ms.’s Expedia account.
The second issue stems from an airline schedule change that *** initiated. Expedia has no control of the airlines schedule changes and therefore only provided the options as provided by the airline. I have listened to Ms.’s call which she made to Expedia on April 23, 2019. The airline agent confirms that they have automatically made the change since the original flight was canceled. The airline provided two flights as options, one with a connection and one without a connection. Ms. chose to take the flight without a connection. Expedia did not cancel or automatically book the customer on a different flight and is unable to provide any compensation for 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,
Daniel A
Customer Correspondence Team
Complaint: ***
I am rejecting this response because:
I would like to add that the complaint is resolved but I am not satisfied with the response as it is inaccurate. My return flight was cancelled first by *** Airlines, Expedia was responsible for rescheduling a flight which when I called to inquire and spoke with an Antonio, I was informed that an Expedia employee cancelled the return flight as oppose to rebooking. Had I not called to inquire about the flight I would have been left stranded. It was only after I placed the call that I was offered the direct flight or connecting flight option. That is absolutely recorded in the call and it was recommended that I ask for compensation by Antonio because it was an error on Expedia’s part for not rebooking the return flight automatically but instead cancelling the return flight.
Sincerely
Been using Expedia for years. This time I was planning a trip for my family abroad. I picked our tickets and paid for them. Later on the same day I received an email that my tickets had been cancelled. I called customer service and they informed me that someone called and cancelled my tickets. I re-booked my flight but the return was no longer available and cost me an additional 100 dollars. The supervisor assured me that someone would investigate and possibly issue me a refund. Another supervisor called me back the next day and told me that some random person called and cancelled my reservation. Because of that they would not issue me a refund. How is it that a random stranger that isn't listed on my account is able to cancel my reservation? I will not be using Expedia again
My boyfriend and I recently booked a trip through Expedia to Germany. We requested to be booked in seats next to each other and we booked a one night hotel room with two twin beds. When we got the confirmation it stated we had only booked a room with one twin bed. Then when we went to check in for our flight we were informed that we would not be sitting next to each other. This is the second trip we’ve booked through Expedia and the second time they’ve screwed up. We will not be using Expedia again.
I purchased a round-trip ticket from Pittsburgh to Chicago for $239 including a 19$ insurance that claims to protect my flight. The first flight was delayed 2 hours and I missed the free ride share that I scheduled and had to pay for uber to pick which was 40$. The flight was full of turbulence which made the pilot to ask the Flight Attendants to take a seat and fasten their seatbelt. So, I got no complimentary snacks and beverages on my first flight. Due to this huge amount of turbulence, I got anxiety and I could not imagine getting back on the plane. So, I called Expedia to cancel my flight and get the refund since I purchased the protection for my flight. I called them 27 hours before the scheduled return flight to cancel my ticket. Meanwhile, I paid 90$ for a bus ticket to return to Pittsburgh. Although I purchased the protection, they told me you need to file a claim to get the refund. I did that and they asked for 10 days for review. After 10 days, they got back to me saying that they cannot refund my flight. Both flights were an American airline, If I purchased them directly, American airline would pay me credits for future flights although it was a non-refundable ticket. However, since I bought it from Expedia, I cannot get any credit from the American airline. Totally this trip cost me 369$ instead of 200$. It gave me anxiety and wasted a huge amount of my time.
May 9, 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 his package reservation. We understand *** is requesting a full refund as he purchased the Travel Protection Cancellation Plan to cover his reservation and cancelled 27 hours prior to departure time.
Our records indicate on March 29, 2019, Mr. ***, or a person authorized for the account, self-booked a package for a roundtrip flight with *** traveling from Pittsburgh, PA to Chicago, IL, departing on April 18, 2019 and returning on April 22, 2019. The flight included an additional Travel Protection Cancellation Plan.
The terms and conditions of the Cancellation Plan were provided and accepted at the time of booking and an email confirmation was sent to their email address. The customer was advised to file a claim and it is upon approval of covered reasons by Travel Guard to provide a refund.
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. *** was the supplying carrier and merchant of record (the entity that received the funds and the company that charged the credit card). We hope you understand that we have been unable to force the airlines to complete the refund requested for the reservation.
We reviewed our records and the customer was advised of the policy of their ticket which is nonrefundable and changes are not permitted which he agreed and confirmed the cancellation.
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 booked a vacation with Expedia for a total of $3876.50. I received a booking confirmation/receipt with this total. I later looked at my credit card statement, and Expedia overcharged me $754.12 (total charged was $4630.62). I was not notified at all by Expedia, and my credit card was simply charged more than what I had been quoted on at time of booking. Expedia's customer service has been less than helpful, claiming that my total must have changed in the time that it took to confirm my vacation. A customer's credit card should never be charged more than what the initial transaction was for, especially without any notification.
May 8, 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 youExpedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund of $754.12 for excessive charges.Our records indicate that on February 26, 2019, Ms. *** or an authorized user of the account booked five round trip flights departing June 4, 2019 from San Francisco, CA, to Kahului, HI and returning on June 7, 2019 from Kahului, HI to San Francisco, CA along with a five night hotel reservation at *** and an *** for five days via ***. Expedia email a confirmation email on February 26, 2019, it was first opened on February 26, 2019 and reviewed five times. From April 26, 2019 through May 3, 2019, there have been numerous email communications between Ms *** and Expedia in regard to her receipt showing $3876.50 but being charged $4630.62. Expedia advised, “ Prices quoted on the first email confirmation reflects a partial total since some tickets were still in the ticketing process but the total available in the confirmation now reflects the total charged to your card, $4,630.62. On May 8, 2019, Expedia was able to verify the itinerary showed $3876.50. $3876.50 is not inclusive of the two children’s tickets. The difference of $754.12 is the cost of the two children’s ticket.After further review, Expedia was able to determine when the reservation was created on our website the total cost of the reservation showed at $4630.62 at the time the credit/debit card was entered. The confirmation itinerary shows $3876.50 and ticketing is in progress. Once the reservation was completed the total amount $4630.62 agreed to on Expedia.com was charged against the card. Based on the above, Expedia is not able to honor your request for a refund. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team