The up the price over a 1000.00 right in the middle of me buying the ticket plus they upped the price on the ticket coverage. I call them 3 times and asked them why and they disconnected the call 3 time and never called me back after I verified that they had my number and name..
So I call booking. *** and I had no problem getting 8 tickets and room and car.... for rome.. sad but true it took 2 hours of my time. It's a good thing I recorded big bang theory.
On March 22, I booked a room for a hotel, but I was so excited about how cheap the room was at $88 that I booked for the incorrect date (March 25 instead of March 30). As soon as I realized it, I called and the automated voice prompted to cancel. I cancelled, but the funds were still debited from my account. I called to see if I could have the funds transferred to the date I needed or a refund. The rep from Expedia told me it was up to the facility. She placed me on hold, then came back to say I could only get a refund if I reserved for the weekend I needed, which was an extra $190. I would then have to wait 7 business days for a refund. They would not transfer the balance debited. I could not afford almost $300 dollars debited at one time. Expedia kept saying it was up to the hotel and the hotel stated to me if they could make the changes for me they could, but it was up to Expedia. When I filed a complaint against the hotel, I then found out that it was all Expedia. I never used the room and feel like they didn't not attempt to be logical about the situation and they lied to me on top of it all to say it was all the hotel that would not provide the refund.
Expedia.com Response
• May 08, 2019
May 8, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a refund in the amount of $83.11.
Our records indicate that on March 22, 2019, Ms. or an authorized user of her Expedia account, self-booked a non-refundable, a "Pay Now" type (payment was collected by Expedia) hotel reservation using Expedia website under itinerary ***. The reservation was with the *** in Shreveport, LA for a check in on March 25, 2019 and a check out on March 26, 2019 for a total cost of $83.11.
Upon review of the complaint, we can confirm that on March 22, 2019 Ms. cancelled the reservation via the automated voice response system. Ms. then called Expedia, requesting to reinstate the cancelled reservation with the correct dates of March 30, 2019 to March 31, 2019. Expedia reached out to the hotel who advised us that if Ms. booked a new reservation with the correct dates, the hotel would approve a refund. Ms. did not make the new booking but requested for a full 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 restriction of those providers. We hope you understand we must adhere to the policies dictated by the vendor.
While we regret Ms. 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.
On 3/28/19, I purchased a round trip airline ticket to Columbus, SC with travel dates 5/25/19 - 5/27/19. I was traveling to visit my daughter in the ***. Knowing the military could at any time give orders to relocate my daughter, I purchased the cancellation policy to protect my flight. Approximately 2 weeks after I paid for my airfare, my daughter was given orders to report to Las Vegas for May 20, 2019. Expedia informed me they could not refund or exchange the flight. They proceeded to tell me to file a claim with the cancellation insurance policy AIG claims dept. On April 16, 2019, I filed the claim, #***, with the requested supporting documentation (itinerary, flight cancellation, credit card statement with Expedia charges, a statement with reason for refund, and transaction value $518). On April 30, 2019, AIG Travel Insurance informed me they would not honor my refund request. Expedia's offer to purchase the cancellation policy is misleading. The cancellation policy was purchased to protect my flight in the event of change in travel plans. Travel plans had to be cancelled, and now I expect Expedia to refund my airfare. I would greatly appreciate your help in this matter.
Expedia.com Response
• May 08, 2019
May 8, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her package reservation. We understand *** is requesting a full refund as she purchased the Travel Protection Cancellation Plan to cover her reservation.
Our records indicate on March 29, 2019, ***, or a person authorized for the account, self-booked a package for two passengers including roundtrip flight with *** traveling from Houston, TX to Columbia, SC, departing on May 25, 2019 and returning on May 27, 2019. The package including a car rental at *** with 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 found the customer cancelled her entire package as she had a change of plans with their daughter due to her military orders. However, that reason was not covered under the Travel Cancellation Plan per the terms and conditions that was provided to you before and after the 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
Tell us why here...
Customer Response
• May 09, 2019
Complaint: ***
I am rejecting this response because: EXPEDIA did nothing to help recover my money for the paid travel package. I had to call *** myself to resolve. Within 30 minutes of hassle free customer service, I was credited my money for a future flight. As many complaints as Expedia has, one would think they would recommend contacting the airlines directly.
I booked a car for April 29th to May 3rd, instead the system somehow booked it for April 30th to May 3rd in Orlando Florida. I contacted Expedia. They said they will investigate it and rebooked with the correct dates but a much higher price. They promised they would refund the difference. I am a gold member with Expedia so I thought I would be treated better. Instead They sent me an email stating that they will not correct it and my claim is denied.
Expedia.com Response
• May 07, 2019
May 7, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a car rental reservation refund request.
On April 12, 2019, Mr. self-booked a car reservation on our website. We understand from Mr.’s complaint, he believes he booked the car from April 29, to May 3, 2019. The itinerary actually was booked from April 30, to May 3, 2019. Mr. is requesting a refund of $83.73 which is the difference from the amount he had to pay at the rental car location of $163.02 and the original amount agreed to for a rental from April 30 to May 3, 2019 which was $79.29.
Upon researching the customer’s complaint, we can confirm that the dates booked were in fact from April 30, 2019, to May 3, 2019. Mr.’s was emailed a copy of the itinerary which included the dates. Mr. did not contact Expedia until the date he believed to be the pickup date of April 29, 2019 when he was at the car rental agency.
Our goal is to provide an exceptional customer experience and we ask that customers are extremely careful when selecting the dates and review the dates shown on the email confirmation that is automatically sent to them. In this case the car rental company did not charge Mr. a penalty for making the change. They did however ask that he pay the rate available on that date which was $163.02. Because this was not an error caused by Expedia, no refund will be provided. This will be saved on Mr.’s Expedia account.
We do regret any inconvenience Mr. has encountered in resolving this matter. If the customers have any additional questions they may contact Expedia Customer Support.
Sincerely,
Daniel A Customer Correspondence Team
Customer Response
• May 12, 2019
Complaint: ***
I am rejecting this response because:I am pretty sure I picked April 29th for the reservation. I have never made a mistake with dates and I am positive that this was something with the system at expedia. The only resolution I request is that the difference be refunded. I booked the plane tickets and the vehicle at the ***e time so I am very sure I put in the right dates.
I set up a reservation through for an hotel in Atlanta Ga for April 19th; however special circumstance occurred and I needed to change the date to April 20th. I called the hotel; the front desk directed me to call Expedia. I spoke to a customer service rep and I explained the situation; now I told he that if we couldn't change the date it would be fine I would just have to stay another night. The Rep explain that he could call the hotel and get a waiver and I wouldn't have to pay the penalty. The Rep place me on hold for about 20 minutes; once he appeared back on the line he told me he had great news the hotel had agree to waive any cancellation charges. I was happy he cancel the 19th day and reserved a room for me at the same hotel for the 20th. My stay was nice when I returned home and checked my checking account I notice the hotel had charged my twice. I called Expedia and rep assured me that the charge of $154.25 would drop off within 72 hours that my account was noted about the waiver. After a week I called and was informed they would look into this and email me the results. I received an email stating the hotel stated they never agree to waive any fees so no refund will be given back to me. I'm upset because a rep was not honest with me and no one is willing to research the matter the last rep who looked into it said the hotel stated no one by the name listed by the first rep worked at the front desk; but I was previously informed by another rep that the person was from sales. Hotel Billing and Refunds - Itin: *** - Case ID : [REQ:S-
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 Mr. ***, Revdex.com case number *** regarding his cancellation refund request.Our records indicate that on April 6, 2019, Mr. or an authorized user of the account booked a one-night reservation at T *** via itinerary ***.We understand Mr. contacted Expedia on April 18, 2019, Mr. called to change the date of reservation due the job conference date being moved from April 19-20, 2019 to April 20-21, 2019. Our representative contacted the hotel for a waiver authorization. Per the front desk agent at the hotel, they approved one night April 19, 2019. On April 23, 2018, our representative did a refund follow-up (cancellation fee $154.25) with the hotel and was advised Irene was not around. Left voice mail requesting them to call the customer back. On April 26, 2019, Mr. called to follow up on the refund. Our representative reviewed the account and noticed per notes a previous agent was advised the hotel would waive April 19, 2019 but the customer has not received the refund. On April 27, 2019, Mr. called in inquiring on his refund. Mr. advised that the previous agent was able to get an approval from the hotel but he was still charged for $154.25. Our representative called the hotel and they asked Expedia to email them the request with the customer's specific request. The hotel replied to Expedia’s email and advised they will not honor a refund and stand by their cancellation policy. The *** cancellation policy was as follows:
***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. 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 ***, the company that charged you for the hotel.Our Terms of Use further provide: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 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 TeamTell us why here...
Expedia.com Response
• May 10, 2019
May 10, 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. concern of receiving a refund for $154.25 for a canceled hotel reservation.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, one of our representative contacted *** on April 18, 2019 and was advised they would issue a refund. Our representative advised the refund would be processed. On April 27, 2019, Expedia received an email from *** which advised the hotel is standing by their cancellation policy and will not be waiving any penalty fee’s. *** is the merchant of record on the ‘pay later” reservation that was booked. Since Expedia serves as a third party, we do not make the decisions, we can only advise what *** advises us of. 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 hotel, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the ***. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Customer Response
• May 13, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I accept your explanation, but not happy. I will make sure everyone I know and will advise them to let there friends know never to book through expedia they are dishonest.
I originally booked a 3 flights from Charleston, WV to Columbus, GA with Expedia and had to cancel. At the time I cancelled I was not informed I would not be refunded and would only receive a voucher. I attempted to reschedule the flights but their website was not working properly and I ended up with one incorrect booking and one extra booking. Per their own protocol I called within 24 hours to try to correct the issue. At that time I had was told I was receiving a refund on one booking and nothing was said about using the voucher for that booking. I should have had both reservations cancelled and been allowed to use the voucher that I wasn't aware I even had. I was then charged a second time for the 3 flights. Now because my son's military graduation has changed again I need to change reservation and they are telling me I can not change the reservation and it is completely non-refundable. This information was not given to me either on website or by their representative at the time. I purchased insurance and flight protection and should not be charged twice to begin with as I was within the time frame to use voucher never mind have to loose second payment entirely because they are dishonest and don't inform you properly.
Expedia.com Response
• May 03, 2019
May 3, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for $1447.80.
Our records indicate that on April 11, 2019, Ms. or an authorized user of the account booked three combined one-way flights, departing June 4, 2019, from Charleston, WV arriving in Atlanta, GA and returning on June 6, 2019; along with a two-day car rental with ***; Collision Plan and the Cancellation Plan; via itinerary ***. A confirmation email was emailed to the email address on the Expedia account on April 11, 2019, which has not been opened.
We understand on April 17, 2019, Ms. called stating she booked two flights and canceled one with airline. Our representative informed her she would have to use the travel credit for a future reservation, advised the travel credit could not be used for already existing reservation. Ms. disconnected the call. On April 29, 2019, Ms. called in to make the changes to her reservation. Our representative advised that the ticket was a basic economy fare and is non-refundable, non-changeable. Ms. was not okay with the explanation of the rules of the fare. Ms. also has a flight which she cancelled that has a credit under itinerary ***, she wants to make changes without any penalty. Our representative contacted *** () and they advised they would make the changes for a $50.00 per person change as a courtesy. Our representative advised the cancelled itinerary *** had a future travel credit that is valid until March 6, 2020. Ms. was transferred to *** to make the changes.
After further research, Expedia was able to review the details of the account on May 3, 2019, itinerary *** has been changed from June 5, 2019 to June 4, 2019 departing from Charleston, WV to Atlanta, GA and the return flight was also changed from June 7, 2019 to June 6, 2019 returning from Atlanta, GA, to Charleston, WV. The cancelled itinerary *** has a future travel credit that can be used towards and exchange by March 6, 2020. The exchange has a change fee per person of $200.00 plus any fare difference.
Ms. will need to contact our Customer Service Department when she decides she wants to complete the exchange on itinerary ***. In order to use the future travel credit, per *** the exchange process and travel needs to be completed within one year from the original date of issue. The tickets were issued on March 7, 2019.
Based on the above, Expedia is not able to honor Ms. request for refund. 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,
Di-Di FCorporate Correspondence Team
Tell us why here...
2 hours on hold and they did not resolve my issue in fact they hung up on me when I requested the manager. the first person said they would call the manager and instead of them putting me on a proper hold I heard him goof off on the phone for 30 to 40 minutes unprofessional the second and third person hung up. I ended up calling the airline directly and they cleared up some of my concerns in 12 minutes. I recommend booking directly with the airlines because Expedia is unprofessional. luckily for me I recorded their staff being unprofessional to show people how they truly operate.
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 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 an apology and for us to address the class of service.
Our records indicate on April 29, 2019, ***, or a person authorized for the account booked a package for two passengers including combined one-way flights for travel from Fort Lauderdale, FL to Las Vegas, NV, departing with *** on August 1, 2019, and returning with *** on August 5, 2019.
We regret to hear that *** did not receive the customer service expected and found it to be unprofessional. We strive to provide excellent customer service and thank *** for her feedback in this matter.
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 flight and hotel with Expedia. We purchased the insurance at the original time of purchase. The event we were traveling for in June was cancelled so I cancelled my trip with Expedia. During the cancellation process there were a series of things to cancel, one of those being the insurance. I cancelled the insurance because I was no longer taking the trip. When I reviewed my refund of the trip it was noted that there was not able to be a refund on my hotel and flight. I immediately contacted Expedia via phone and was on the phone with them for almost 2 hours, a majority of that time was on hold awaiting the next in line to speak to me.
There was never a warning stating that if I cancelled my insurance I would not be able to receive a refund, I was able to cancel it with one click. Again, I was cancelling insurance for a trip I was no longer taking. They refused to do anything about this issue, would not issue me a refund or allow me to repurchase the insurance. The trip was over $1000.00. They did not at any time acknowledge the issue or see it as an error. I had offered to repurchase the insurance and even understood if there was a cancellation fee. They were unwilling to assist me in any way. I refuse to lose this $1000.00. I cancelled the insurance for a trip I was no longer taking. They were unclear about this on the phone and on the site.
Thank you
Expedia.com Response
• May 06, 2019
May 6, 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 her package. We understand ***. *** is requesting a full refund as she purchased the Vacation Waiver Insurance.
Our records indicate on April 14, 2019, ***. ***, or a person authorized for the account, self-booked a package for two passengers including roundtrip flight with *** traveling from Chicago, IL to White Plains, NY, departing on June 7, 2019 and returning on June 9, 2019. The package also included a stay at the ***, as well as Travel Protection Waiver with Expedia.
The terms and conditions were provided and accepted at the time of booking and an email confirmation was sent to the email address provided. The terms and conditions for the flight advised that it was nonrefundable with an airline credit of $350.10 less the $200.00 per person exchange fee. Travel must be completed by April 13, 2020. The hotel is nonrefundable, and Expedia advocated on your behalf by attempting to contact them for approval and they have denied waiving the penalty.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** and *** 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 complete the refund requested for the reservation.
We reviewed our records and found the customer cancelled her entire package online without notifying Expedia regarding the insurance before cancelling. In order to process a refund, Ms.’s needed to contact Expedia to use the insurance to waive the penalties of the package. Once the customer cancelled the insurance that cancelled all terms and conditions that covered the components on 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,
Dez M
Corporate Correspondence Team
Customer Response
• May 06, 2019
Complaint: ***
I am rejecting this response because:
There was at no time an alert or anything regarding canceling my insurance. I cancelled that after I had cancelled my trip. I thought it was ok to cancel my insurance as I was no longer taking the trip, at no time was I advised to contact Expedia about a refund or insurance policy.
When choosing airplane flights on Expedia, the customer will have to pay more for more convenient flights. For example, non-stop flights
cost more than flights with one or more stops and flights after 10 AM cost more than red-eye flights or flights 7 AM or earlier. I bought a round trip non-stop flight between Seattle and JFK, outbound on March 21 2019 and return on March 24, 2019 and paid more. The airline made it a night-before red-eye flight from Seattle to Miami and Miami to JFK. The return flight went from JFK to LA and from LA to Seattle. I had to leave Sunday March 24 2019 early, thereby missing the entire Sunday morning & lunch programs of the conference we organized at the ***.
Expedia does not have any mechanism to return the difference between what the non-stop flights cost and the red-eye flight with stops. This
is an unfair business practice. If the customer is paying more to buy non-stop flights and flights at more convenient times, then Expedia must return the difference when non-stop flights and flights at more convenient times are changed. It does not matter who changed the flight, airline or Expedia. This is a fundamental flaw in the business model and Expedia should not stay in the business if this unfair practice is not rectified.
Expedia.com Response
• May 06, 2019
May 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to
the consumer complaint from Mr. *** (Revdex.com case number ***) regarding
an airline schedule change. We
understand Mr. is requesting a refund for the difference in fare due to an Airline
Schedule Change.
Our records indicate that on
November 27, 2019, Mr. or an authorized user of his Expedia account, called
in to be assisted by our agent in booking a round trip ticket flight
reservation using Expedia’s website, under itinerary *** with the
following details:
Travel is with
*** on the outbound flight from Seattle, WA to New York, NY, a
direct flight, departing on March 21, 2019 at 7:45 am arriving New York, NY at
4:14 pm.
Travel is with
*** on the inbound flight from New York, NY to Seattle, WA, a
direct flight, departing on March 24, 2019 at 7:20 pm arriving Seattle WA at
10:52 pm.
Total cost of the booking was $411.40.
Upon further review we can
confirm *** initiated schedule changes on Mr.’s itineraries.
The outbound
and inbound flights on itinerary *** were changed as follows:
Travel on the
outbound flight is departing a day earlier on March 20, 2019 at 9:05 pm from
Seattle, WA with a connection in Miami, FL for 1 hour and 7 minutes. Departing at 6:57 am from Miami, FL to New
York, NY with estimated arrival time at 9:57 am the next day, March 21, 2019.
The inbound
flight is departing March 24, 2019 at 3:15 pm from New York, NY with a connection
in Los Angeles, CA for 1 hour and 9 minutes. Departing at 8:00 pm from Los
Angeles, CA to Seattle, WA with estimated arrival time at 11:06 pm on the same
day.
Furthermore, the tickets
were reissued to conform to the changes made by the airline with approval of
Mr..
Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this booking. We hope you understand we must adhere to the
policies dictated by the vendor.
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
While we regret Mr.’s
experience was not as we would have hoped, and any subsequent inconvenience
caused, Expedia will not be offering a refund for the accepted schedule changes.
Expedia welcomes customer feedback in our ongoing effort to improve upon the
customer experience.
We thank you for allowing
us the opportunity to address the issues brought to our attention. If you have any further questions or concerns
regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• May 07, 2019
Complaint: ***
I am rejecting this response because:
Written Rebuttal of Expedia’s Response Regarding Revdex.com Case Number ***
Expedia says this complaint is a about particular travel itinerary number *** involving flights between Seattle WA and JFK New York on March 21 2019 (outbound) and March 24 2019 (inbound). But my complaint is not about a particular itinerary or flight nor is it regarding a refund. It is about Expedia’s fundamentally unfair mode of business. Expedia charges more (1) for non-stop flights over flights with stops or (2) flights at convenient times over flights at odd or worse times. These flights are between the same two airports and in the same seating class.
Expedia already cited the example for the first kind: “non-stop flights over flights with stops” from my itinerary number *** involving flights between Seattle WA and JFK New York on March 21 2019 (outbound) and March 24 2019 (inbound). The example for the second kind “flights at convenient times over flights at odd or worse times” can be found in my upcoming Expedia itinerary number *** with flights from Seattle to Rome on July 2 2019 (outbound) and Rome to Seattle July 13 2019 (inbound). The time of departure for this upcoming trip to Italy from Seattle was 10 AM July 2 2019 when I bought the ticket from Expedia. It means we could get up from sleep around 6 AM to get to the airport at 7:00 AM. The time changed from 10 AM to 7:40 AM and so we will have to get up around 3:40 AM in the morning. Expedia charges more for the 10:00 AM flight compared to 7:40 AM flight when buying the ticket. I paid more to choose the flight at 10 AM and it makes sense. But what does not make sense is that Expedia is silent when these time changes are made and tries to pass the problem on to its vendors.
Whoever sets the different prices for these two kinds of flights, Expedia or airlines, must be responsible to find a close enough equivalent flight arrangement and its price difference after the change and refund the price difference to the customers. This could go either way: Customers will get refund for the worse flight arrangement and will pay more for a better flight arrangement. Expedia says, “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 must adhere to the policies dictated by the vendor.”
So, do the airlines set the different prices for these two kinds of flights: (1) for non-stop flights over flights with stops or (2) flights at convenient times over flights at odd times (between the same two airports and in the same seating class). In that case, Expedia must hold the airlines responsible to acknowledge the difference in pricing on both ends: before change and after change. There would not have been any question or dispute if there were no difference in pricing for these two kinds of flights: (1) for non-stop flights over flights with stops or (2) flights at convenient times over flights at odd times (between the same two airports and in the same seating class). But prices are being set differently for these two kinds of flight arrangements and so provision must be made to acknowledge the price difference, not just when the flights are sold but also when these flights are changed. If the airlines are setting the price difference and are not acknowledging the price difference after changes are made, then the airlines must be made accountable and Expedia should stop doing business with the airlines.
I booked two separate reservations for my brothers wedding to Boston. One for me and my friend *** on 9-26-19 until 9-29-19 and the other for my three kids ***, *** and *** from 9-27-19 until 9-29-19 (same return flight with me and ***). Two out of my three kids are driving in from college and needed the later flight leaving chicago. The flights changed having my kids leave two and a half hours earlier (which doesn't work because the wont be back from ***) and connecting through Detroit. I specifically made sure my children were on non stop flights. The return also changed on Expedia website to return a day later on 9-30-19 . Expedia claims the return did not change even tho it is shown on the Expedia website and checking *** website that flight is no longer available for 9-29-19. They later told me it was return Sunday but now later. Expedia offered to ONLY refund my kids reservation. If I have to rebook my kids flight I need flexibility to return with them on the cheapest flight. I was on the phone with Expedia for over three hours with Charlie #*** and Chris S from Corporate and was told the total would be 1,600 when I originally pain 556.80.
Expedia.com Response
• May 06, 2019
May 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding an airline schedule change. We understand Ms. is requesting a refund on itineraries *** and *** to rebook for new flights without costing the customer an enormous amount in the difference on the new flights.
Our records indicate that on February 3, 2019, *** or an authorized user of his Expedia account, self-booked 2 flight reservations using Expedia’s website, under itinerary ***. The reservation is a combined one-way Basic Economy Fare flights with the following details:
Travel is with *** on the outbound flight from Chicago, IL to Boston, MA departing on September 26, 2019 at 6:00 am. Total cost of the booking was $152.60 - $76.30 per person
Travel is with *** on the inbound flight from Boston, MA to Chicago IL departing on September 29, 2019 at 4:55 pm. The total cost of the booking was $228.60 – $114.30 per person
Another itinerary was also self-booked on the same day, February 3, 2019, under itinerary ***. The reservation is a round trip *** Basic Economy Fare flight with the following details:
The outbound flight departing from Chicago, IL to Boston, MA on September 27, 2019 at 7:20 pm.
The inbound flight departing from Boston, MA to Chicago, IL on September 29, 2019 at 4:55 pm.
The total cost of the booking was $556.80 - $185.60 per person.
Restrictive fares such a "Basic" are different from "Main" Economy fares. These fares are usually available at a significant lower cost and have more restrictions and ancillary fees, such as no free checked bags and no seating selections.
Upon further review we can confirm, *** initiated schedule changes on ***’s itineraries.
As per ***’ website, the inbound departure on September 29, 2019 for Itinerary *** was changed to depart at 7:55 pm, arriving Chicago, IL at 9:44 pm.
The outbound and inbound flights on itinerary *** were changed as follows:
The outbound departure on September 27, 2019 was changed to depart at 4:57 pm. The flight segment was changed, with a connection in Detroit, MI instead of a direct flight.
The inbound departure time on September 29, 2019 was changed to depart at 7:55 pm arriving Chicago at 9:44 pm.
Nonetheless, we called the vendor and advised the following options for the customer to choose from:
The airline offered to refund the tickets for both itineraries *** and ***, the customer will have to book for the new flights on their own at current cost
The airlines will give an option to book the customer either a day before or a day after the scheduled flights subject to availability. There is no available option for direct flights.
To accommodate these reservations, or receive a refund, Ms. will need to call Expedia and speak with a representative to advise of their decision.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on these bookings. We hope you understand we must adhere to the policies dictated by the vendor.
For further information, the full terms and condition of the "Vendor Rules and Restrictions" is available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
We regret 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
Customer Response
• May 06, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I contacted Expedia and was still told I was not able to get a refund. I asked to speak to a supervisor and was connected to "Alex". He continued to refuse a refund and told me that Expedia does not deal with the Revdex.com. I gave him my reference number and he continued to insist that Expedia has nothing to do with the Revdex.com. I was then transferred to Corporate and put on hold for over 15 minutes. Please advise me exactly how to get the full refund on both itineraries for ***, *** and ***, *** and *** and our car rental. The longer this takes the higher the fares are becoming. This is very frustrating!
I went onto expedia.com to book a reservation to the *** and I put all my info and they charged me for the reservation. I received the confirmation for the *** so I head to the resort and when I arrive the hotel informs me that I was not booked there but at another hotel which was next door umder construction and not what I wanted! I call expedia and was on the phone for over an hour with many transfers and excuses. Now I have to call again tomorrow to fight for a refund because they made a mistake on a non refundable room!!!
Please help. Low income mom who tried to do something nice for my son and dis not even get to enjoy the hotel went home!
Expedia.com Response
• May 01, 2019
May 1, 2019
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for $121.95.
Our records indicate that on April 27, 2019, Ms. *** or an authorized user of the Expedia account booked a one-night hotel stay at *** Orlando, checking in on April 27, 2019 and checking out on April 28, 2019 via itinerary ***.
Upon review of your complaint, Expedia has been able to verify on April 29, 2019, a refund of $121.94 has been issued your *** card ending ***. The refund should appear on Ms. card within three to seven business days. We have emailed Ms. another refund receipt for her records.
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 room last week April 18th or the 19th on Expedia.com for the *** in North Little Rock, Arkansas. When I got to the room I found out that I had booked the room for the wrong day instead of booking it on that day I booked it for April 25th-27th which came out to be $98.30.When I found that I booked it for the wrong day they told me I would have to basically pay what I paid for the room to cancel it so I was just like, no I'll just come get the room for the day I booked it for... Yesterday the 25th came and I went to go get my room that I had paid for the week before. I go to the *** and they tell me I need to pay for the room ($98.30) which I had already paid for, so at this point I'm wondering where my money went if they don't have it. They said I would have to call Expedia and see what's going on. So I called and spoke to a woman who said they did take the money off my card and the hotel room has it. *** didn't agree and they showed me where they only have a reservation for me and no payment. Then I asked to be transferred to the Supervisor, and I started to speak to a man named Hector. Hector told us that my payment was received and send to the hotel so we asked could he fax us the receipt. He told us he would and faxed it "4 times" We didn't get neither one of them so he insisted that all their systems were messed up but that was definitely not the case. We think Expedia is holding my money and doesn't want to give it back so they told me to contact Revdex.com. All I want is the $98.30 back that Expedia has. Thank you
Expedia.com Response
• May 03, 2019
April 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on April 18, 2019 ***, or a person authorized for the account booked a two night hotel reservation with the *** North Little Rock - JFK/ City Center for check in on April 25, 2019.
The room rates and reservation type selected including a billing arrangement where the hotel was billing the customer directly for the room.
No charges have been made by Expedia to the customer for this reservation and we are unable to provide a refund.
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 03, 2019
Complaint: ***
I am rejecting this response because: Soomeone by the name of Hector told the manager at *** and I and told us both that they (Expedia) had took $98.30 off my card and sent it to *** and he said than he had proof of that. Seems like no one can help me get my money back.
EXPEDIA Advertised a flight Hotel package to Vieques. When I received the confirmation after paying. The flight is to another Island.
paid $721
purchased April 23, 2019
confirmation number *** May 28-June 2nd.
I've spend hours online and on the phone.
At one point a supervisor offered a full refund.
Now they reneging on that offer
Expedia.com Response
• Apr 29, 2019
April 29, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. We understand Ms. is compensation for the package booked, claiming error on Expedia’s mobile site.
Our records indicate that on April 23, 2019, Ms., or an authorized user of her account, self-booked a package reservation using Expedia’s Mobile Site, under itinerary ***. Travel was with ***, departing on May 28, 2019, returning on June 2, 2019, from New York, NY, USA to San Juan, Puerto Rico. The hotel reservation was for the ***, with a check-in date of May 28, 2019, and a check-out date of June 2, 2019. A travel protection plan (Vacation Waiver) was purchased with the itinerary.
Upon receipt of the complaint, we can confirm no error has occurred on Expedia’s Mobile Site. We have verified that Ms. was able to review and accept the trip details of the reservation prior to completing the purchase.
Furthermore, the following mandated flight and hotel cancellation and change policy was advised and accepted at the time of booking:
Flight:
· Tickets are nonrefundable, nontransferable and name changes are not allowed
· No refund 24 hours after booking
Hotel:
· Cancellations or changes made before 1:00pm (Atlantic Standard Time) on May 23, 2019 or no-shows are subject to a $20.00 property fee.
· Cancellations or changes made after 1:00pm (Atlantic Standard Time) on May 23, 2019 or no-shows are subject to a property fee equal to 100% of the total amount paid for the reservation.
On April 23, 2019, Ms.’ flight reservation was voided and the authorization of $275.40 was released back to the original form of payment. The hotel reservation was cancelled and refunded in the amount of $388.68 ($408.68 minus a $20.00 penalty fee). The purchased travel protection plan was cancelled and refunded in the amount of $37.00.
While we regret Ms.’ experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor her compensation request.
Again, 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,
Erika M
Corporate Correspondence Team
Customer Response
• Apr 29, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have resolved this matter with the company. My review of the advertising should stand. I received a full refund today
In January 2019 I rented a car from *** through Expedia. When I initially rented the car, I purchased a collision damage plan through Expedia which cost me $297. When I went to Lisbon, Portugal and picked up the car, I was told that *** did not accept the insurance from Expedia and that I would need to purchase a policy through *** in order to have coverage. I therefore expended 508 Euros on a collision damage policy through Europe. In March 2019, I contacted Expedia to request a refund of the $297 for the collision damage plan as it was not acceptable by ***. It has now been over a month since my initial contact to Expedia to request a refund but yet no refund has been issues. Expedia continues to tell me that they require confirmation from *** that they will not accept Expedia insurance before they will issue the refund. In this last month they have not receive any response from *** and yet they still refuse to refund me the money. I have contacted Expedia several times over the last month and yet no resolution appears to be in sight.
Expedia.com Response
• Apr 30, 2019
April 30, 2019
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for the Expedia rental car insurance cost of $297.00.56, since *** would not accept and required their insurance to be paid for.
Our records indicate that on January 15, 2019, Ms. or an authorized user of the Expedia account booked a 26-day car rental with ***, picking up on January 25, 2019 and returning on February 20, 2019; via itinerary ***.
After further review of this complaint we can confirm from March 29, 2019 through April 12, 2019, multiple email communications between Ms. and Expedia transpired regarding the rental company not taking the insurance that was a part of the rental and Ms. *** requesting a refund of $297.00 for the insurance.
On April 30, 2019, Expedia was able to speak with ***. *** confirmed they do not accept Expedia’s insurance and require renters to take their insurance. Based on this, Expedia has issued a refund for $297.00 to the card that was used for the reservation. The refund will appear back on your card within three to seven business days. A refund receipt has been emailed to your email address. Please accept our apologies for the length of time it has taken to get this matter resolved.
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,
Di-Di FCorporate Correspondence Team
Customer Response
• May 02, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
On 3/29/2019, I made a reservation through Expedia.com for the *** in Lamoni, IA to stay on 4/3/2019 and the reservation was confirmed as paid via email by Expedia. When I arrived at the property on 4/3/2019, I was told by the proprietors that they had never received my reservation from Expedia and had no room for me, forcing me to seek lodging elsewhere, even though I had already paid Expedia for the room. When I contacted Expedia that same evening, I was told they had to confirm that I had been turned away by the establishment before they could issue a refund, because they had already paid the inn for my reservation. Via emails, which I can provide, Expedia representatives claimed to have made numerous attempts to contact the *** but had received no answer and therefore could not offer a refund or credit of any kind.
Expedia.com Response
• Apr 29, 2019
April 29, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a full refund of $95.21, stating she was unable to utilize her hotel reservation as the hotel did not have her reservation upon arrival.
Our records indicate on March 29, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation using Expedia’s Mobile Site, under itinerary ***. The reservation was for the ***, with a check-in date of April 3, 2019, and a check-out date of April 4, 2019
Upon researching the customer’s complaint, we contacted Ms. by phone on April 29, 2019, to acknowledge receipt of their Revdex.com complaint and resolved the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Customer Response
• Apr 29, 2019
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have 13,073 points on my account that I would like to use to book a hotel. For some reason, the online Expedia system will not let me book a hotel through my account (through any means, including credit card or points). I therefore cannot book a hotel using my points. I tried calling Expedia four times (stayed on the phone with Gabby from Central American on 4/24/2019 for 1.5 hours). She told me that she elevated the issue to a case worker who would contact me in 24 hours. I waited 24 hours, and still no response. So I called customer service again. I talked to Ed in Manila this time, who was also unable to help me after 40 minutes and simply told me to send my message to an email address ([email protected]). I tried emailing this email address, and all they did in response was say that I should call the same number again. This is ridiculous. I have spent at least 5 hours trying to book a simple hotel room with my points, and due to technical issues with my account that I don't understand, I cannot make sure a booking. Worse yet, I am getting the run-around with Expedia and no one is willing to help me. It should not waste this much of their customer's time with booking and is an abuse of the customer. Please help, Revdex.com, Expedia is violating the consumer's rights!
Expedia.com Response
• May 01, 2019
May 1, 2019
Revdex.comAlaska, Oregon & Western Washington Complaint 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 the attempt to make a reservation for May 26, 2019, one night at ***.
Upon receipt of this complaint we can confirm from April 25, 2019 through April 27, 2019, there were numerous email communications between Ms. and Expedia in regard to Ms. not being able to make a reservation online and use his points.
After speaking with our Transaction Processing Department, it has come to our attention that Ms. needs to respond to the emails that he has received from the Transaction Processing Department. Ms. can also book directly with any hotel property. Regrettably, we cannot assist Ms. any further.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
booked 1st class flight: SRQ-to-MKE-to-SRQ
connection each way = four planes
Expedia sold me a flight and provided verifying information that I was a 1st class flyer throughout, I.e. all four legs of the journey
In reality only 75% of the $800 flight was 1st class … issue is, I have a heart condition, I'm a bigger man, and I do not do well with closed in areas; due to this I pay more to fly
Attempted to resolve w/Expedia... they truly didn't seem to care, but offered a $25 coupon. A 25% failure rate on $800 would represent $200; therefore they were not even close; however the greater issue is they simply don't care.
Ultimately Expedia first
Expedia.com Response
• Apr 29, 2019
April 29, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. is requesting compensation for his flight reservation, stating that one portion of his return flight was not in the First Class of Service.
Our records indicate that on April 1, 2019, Mr., or an authorized user of his account, booked a flight reservation through an Expedia Agent, under itinerary ***. Travel was with ***, departing on April 9, 2019, returning on April 21, 2019, from Sarasota, Florida to Milwaukee, Wisconsin.
Upon researching the customer’s complaint, we contacted Mr. by phone on April 29, 2019, to acknowledge receipt of their Revdex.com complaint and resolved the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I made a hotel reservation with Expedia at the *** in Laramie, WY for 2 nights lodging. Expedia called me and stated that the *** did not have TV, internet, telephone, and pool services available and asked if I would like for them to book another hotel to replace the ***. I agreed to allow Expedia to book replacement hotel. Now I am being charged for both reservations. I have called and sent emails to Expedia several times with no results. Expedia should have never offered to book another hotel if they could not cancel the original reservation. Expedia and I cannot contact the hotel by phone as their number does not work.
Expedia.com Response
• May 08, 2019
May 8, 2019
Revdex.com
Expedia – DuPont, WA
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund.
Our records indicate that on March 19, 2019, Mr. or an authorized user of the account, booked a two-night stay online via Expedia.com, checking in on March 21, 2019, and checking out on March 23, 2019, under itinerary ***. The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the property. Expedia did not collect any funds on this reservation.
We understand from Mr.’s complaint that he received a call from Expedia informing him that the hotel’s TV, internet, telephone and swimming pool services were not operable and needed to be relocated. Mr. is now seeking a refund as he was charged for the original reservation.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm that on April 27, 2019, our representative reached out to the hotel and advocated on Mr.’s behalf to see if they would allow a refund. Our representative was advised by the hotel owner that she will not allow a refund.
After further review of this issue, our representative reached out to the *** corporate office on May 7, 2019, and filed a complaint against the hotel owner as she will not provide a full refund. Our representative was provided with the following case number *** and advised that Mr. can contact their office for further assistance. In addition, our representative was advised to have Mr. fax a copy of his credit card / bank statement showing the charge from the hotel. The documentation can be faxed to 1-888-565-7707 and should reference the above case number.
Our representative has made several phone calls to Mr. in hopes of providing the above information and has been unsuccessful after leaving multiple voice mails. We ask that Mr. please respond to our voice mails in an effort of resolving this matter.
Based on the above, Expedia is unable to honor Mr.’s refund request. Again, 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.
My flight was canceled due to *** Airlines going Bankruptcy. Both Expedia and *** Airlines promised refunds and then when I called to collect my refund- Expedia said *** Airlines had to refund me, but when I called *** Airlines- *** Airlines said it was Expedia that had to refund the money. I am now in contact with my bank for about $3000.00 word fraudulent charges.
I reported a fraudulent claim against my account. I reserved a car from u save with insurance in Miami Florida! *** did not have any more cars. I contacted expedia regarding my refund. Expedia told me they could not refund me for the insurance because they couldn’t get in contact with u save rental company. I have called u save multiple times and they continue to tell me it’s an expedia issue. Expedia STOLE money from me and now I have to cancel my credit card due to fraudulent charges! All they have to do is refund my $30 now I have to report them and get a lawyer involved for 30 bucks which will become more!
The up the price over a 1000.00 right in the middle of me buying the ticket plus they upped the price on the ticket coverage. I call them 3 times and asked them why and they disconnected the call 3 time and never called me back after I verified that they had my number and name..
So I call booking. *** and I had no problem getting 8 tickets and room and car.... for rome.. sad but true it took 2 hours of my time. It's a good thing I recorded big bang theory.
On March 22, I booked a room for a hotel, but I was so excited about how cheap the room was at $88 that I booked for the incorrect date (March 25 instead of March 30). As soon as I realized it, I called and the automated voice prompted to cancel. I cancelled, but the funds were still debited from my account. I called to see if I could have the funds transferred to the date I needed or a refund. The rep from Expedia told me it was up to the facility. She placed me on hold, then came back to say I could only get a refund if I reserved for the weekend I needed, which was an extra $190. I would then have to wait 7 business days for a refund. They would not transfer the balance debited. I could not afford almost $300 dollars debited at one time. Expedia kept saying it was up to the hotel and the hotel stated to me if they could make the changes for me they could, but it was up to Expedia. When I filed a complaint against the hotel, I then found out that it was all Expedia. I never used the room and feel like they didn't not attempt to be logical about the situation and they lied to me on top of it all to say it was all the hotel that would not provide the refund.
May 8, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a refund in the amount of $83.11.
Our records indicate that on March 22, 2019, Ms. or an authorized user of her Expedia account, self-booked a non-refundable, a "Pay Now" type (payment was collected by Expedia) hotel reservation using Expedia website under itinerary ***. The reservation was with the *** in Shreveport, LA for a check in on March 25, 2019 and a check out on March 26, 2019 for a total cost of $83.11.
Upon review of the complaint, we can confirm that on March 22, 2019 Ms. cancelled the reservation via the automated voice response system. Ms. then called Expedia, requesting to reinstate the cancelled reservation with the correct dates of March 30, 2019 to March 31, 2019. Expedia reached out to the hotel who advised us that if Ms. booked a new reservation with the correct dates, the hotel would approve a refund. Ms. did not make the new booking but requested for a full 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 restriction of those providers. We hope you understand we must adhere to the policies dictated by the vendor.
While we regret Ms. experience was not as we would have hoped, based on the information provided above, Expedia is not able to fulfill her refund request.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
On 3/28/19, I purchased a round trip airline ticket to Columbus, SC with travel dates 5/25/19 - 5/27/19. I was traveling to visit my daughter in the ***. Knowing the military could at any time give orders to relocate my daughter, I purchased the cancellation policy to protect my flight. Approximately 2 weeks after I paid for my airfare, my daughter was given orders to report to Las Vegas for May 20, 2019. Expedia informed me they could not refund or exchange the flight. They proceeded to tell me to file a claim with the cancellation insurance policy AIG claims dept. On April 16, 2019, I filed the claim, #***, with the requested supporting documentation (itinerary, flight cancellation, credit card statement with Expedia charges, a statement with reason for refund, and transaction value $518). On April 30, 2019, AIG Travel Insurance informed me they would not honor my refund request. Expedia's offer to purchase the cancellation policy is misleading. The cancellation policy was purchased to protect my flight in the event of change in travel plans. Travel plans had to be cancelled, and now I expect Expedia to refund my airfare. I would greatly appreciate your help in this matter.
May 8, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding her package reservation. We understand *** is requesting a full refund as she purchased the Travel Protection Cancellation Plan to cover her reservation.
Our records indicate on March 29, 2019, ***, or a person authorized for the account, self-booked a package for two passengers including roundtrip flight with *** traveling from Houston, TX to Columbia, SC, departing on May 25, 2019 and returning on May 27, 2019. The package including a car rental at *** with 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 found the customer cancelled her entire package as she had a change of plans with their daughter due to her military orders. However, that reason was not covered under the Travel Cancellation Plan per the terms and conditions that was provided to you before and after the 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
Tell us why here...
Complaint: ***
I am rejecting this response because: EXPEDIA did nothing to help recover my money for the paid travel package. I had to call *** myself to resolve. Within 30 minutes of hassle free customer service, I was credited my money for a future flight. As many complaints as Expedia has, one would think they would recommend contacting the airlines directly.
Thank you for your help. You may close this case.
Sincerely
I booked a car for April 29th to May 3rd, instead the system somehow booked it for April 30th to May 3rd in Orlando Florida. I contacted Expedia. They said they will investigate it and rebooked with the correct dates but a much higher price. They promised they would refund the difference. I am a gold member with Expedia so I thought I would be treated better. Instead They sent me an email stating that they will not correct it and my claim is denied.
May 7, 2019
Revdex.com
Expedia – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further action from you.
Expedia is responding to the consumer complaint from *** (Revdex.com complaint #***) regarding a car rental reservation refund request.
On April 12, 2019, Mr. self-booked a car reservation on our website. We understand from Mr.’s complaint, he believes he booked the car from April 29, to May 3, 2019. The itinerary actually was booked from April 30, to May 3, 2019. Mr. is requesting a refund of $83.73 which is the difference from the amount he had to pay at the rental car location of $163.02 and the original amount agreed to for a rental from April 30 to May 3, 2019 which was $79.29.
Upon researching the customer’s complaint, we can confirm that the dates booked were in fact from April 30, 2019, to May 3, 2019. Mr.’s was emailed a copy of the itinerary which included the dates. Mr. did not contact Expedia until the date he believed to be the pickup date of April 29, 2019 when he was at the car rental agency.
Our goal is to provide an exceptional customer experience and we ask that customers are extremely careful when selecting the dates and review the dates shown on the email confirmation that is automatically sent to them. In this case the car rental company did not charge Mr. a penalty for making the change. They did however ask that he pay the rate available on that date which was $163.02. Because this was not an error caused by Expedia, no refund will be provided. This will be saved on Mr.’s Expedia account.
We do regret any inconvenience Mr. has encountered in resolving this matter. If the customers have any additional questions they may contact Expedia Customer Support.
Sincerely,
Daniel A Customer Correspondence Team
Complaint: ***
I am rejecting this response because:I am pretty sure I picked April 29th for the reservation. I have never made a mistake with dates and I am positive that this was something with the system at expedia. The only resolution I request is that the difference be refunded. I booked the plane tickets and the vehicle at the ***e time so I am very sure I put in the right dates.
Sincerely
I set up a reservation through for an hotel in Atlanta Ga for April 19th; however special circumstance occurred and I needed to change the date to April 20th. I called the hotel; the front desk directed me to call Expedia. I spoke to a customer service rep and I explained the situation; now I told he that if we couldn't change the date it would be fine I would just have to stay another night. The Rep explain that he could call the hotel and get a waiver and I wouldn't have to pay the penalty. The Rep place me on hold for about 20 minutes; once he appeared back on the line he told me he had great news the hotel had agree to waive any cancellation charges. I was happy he cancel the 19th day and reserved a room for me at the same hotel for the 20th. My stay was nice when I returned home and checked my checking account I notice the hotel had charged my twice. I called Expedia and rep assured me that the charge of $154.25 would drop off within 72 hours that my account was noted about the waiver. After a week I called and was informed they would look into this and email me the results. I received an email stating the hotel stated they never agree to waive any fees so no refund will be given back to me. I'm upset because a rep was not honest with me and no one is willing to research the matter the last rep who looked into it said the hotel stated no one by the name listed by the first rep worked at the front desk; but I was previously informed by another rep that the person was from sales. Hotel Billing and Refunds - Itin: *** - Case ID : [REQ:S-
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 Mr. ***, Revdex.com case number *** regarding his cancellation refund request.Our records indicate that on April 6, 2019, Mr. or an authorized user of the account booked a one-night reservation at T *** via itinerary ***.We understand Mr. contacted Expedia on April 18, 2019, Mr. called to change the date of reservation due the job conference date being moved from April 19-20, 2019 to April 20-21, 2019. Our representative contacted the hotel for a waiver authorization. Per the front desk agent at the hotel, they approved one night April 19, 2019. On April 23, 2018, our representative did a refund follow-up (cancellation fee $154.25) with the hotel and was advised Irene was not around. Left voice mail requesting them to call the customer back. On April 26, 2019, Mr. called to follow up on the refund. Our representative reviewed the account and noticed per notes a previous agent was advised the hotel would waive April 19, 2019 but the customer has not received the refund. On April 27, 2019, Mr. called in inquiring on his refund. Mr. advised that the previous agent was able to get an approval from the hotel but he was still charged for $154.25. Our representative called the hotel and they asked Expedia to email them the request with the customer's specific request. The hotel replied to Expedia’s email and advised they will not honor a refund and stand by their cancellation policy. The *** cancellation policy was as follows:
***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. 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 ***, the company that charged you for the hotel.Our Terms of Use further provide: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 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 TeamTell us why here...
May 10, 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. concern of receiving a refund for $154.25 for a canceled hotel reservation.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, one of our representative contacted *** on April 18, 2019 and was advised they would issue a refund. Our representative advised the refund would be processed. On April 27, 2019, Expedia received an email from *** which advised the hotel is standing by their cancellation policy and will not be waiving any penalty fee’s. *** is the merchant of record on the ‘pay later” reservation that was booked. Since Expedia serves as a third party, we do not make the decisions, we can only advise what *** advises us of. 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 hotel, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the ***. Thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence TeamTell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I accept your explanation, but not happy. I will make sure everyone I know and will advise them to let there friends know never to book through expedia they are dishonest.
Sincerely
I originally booked a 3 flights from Charleston, WV to Columbus, GA with Expedia and had to cancel. At the time I cancelled I was not informed I would not be refunded and would only receive a voucher. I attempted to reschedule the flights but their website was not working properly and I ended up with one incorrect booking and one extra booking. Per their own protocol I called within 24 hours to try to correct the issue. At that time I had was told I was receiving a refund on one booking and nothing was said about using the voucher for that booking. I should have had both reservations cancelled and been allowed to use the voucher that I wasn't aware I even had. I was then charged a second time for the 3 flights. Now because my son's military graduation has changed again I need to change reservation and they are telling me I can not change the reservation and it is completely non-refundable. This information was not given to me either on website or by their representative at the time. I purchased insurance and flight protection and should not be charged twice to begin with as I was within the time frame to use voucher never mind have to loose second payment entirely because they are dishonest and don't inform you properly.
May 3, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for $1447.80.
Our records indicate that on April 11, 2019, Ms. or an authorized user of the account booked three combined one-way flights, departing June 4, 2019, from Charleston, WV arriving in Atlanta, GA and returning on June 6, 2019; along with a two-day car rental with ***; Collision Plan and the Cancellation Plan; via itinerary ***. A confirmation email was emailed to the email address on the Expedia account on April 11, 2019, which has not been opened.
We understand on April 17, 2019, Ms. called stating she booked two flights and canceled one with airline. Our representative informed her she would have to use the travel credit for a future reservation, advised the travel credit could not be used for already existing reservation. Ms. disconnected the call. On April 29, 2019, Ms. called in to make the changes to her reservation. Our representative advised that the ticket was a basic economy fare and is non-refundable, non-changeable. Ms. was not okay with the explanation of the rules of the fare. Ms. also has a flight which she cancelled that has a credit under itinerary ***, she wants to make changes without any penalty. Our representative contacted *** () and they advised they would make the changes for a $50.00 per person change as a courtesy. Our representative advised the cancelled itinerary *** had a future travel credit that is valid until March 6, 2020. Ms. was transferred to *** to make the changes.
After further research, Expedia was able to review the details of the account on May 3, 2019, itinerary *** has been changed from June 5, 2019 to June 4, 2019 departing from Charleston, WV to Atlanta, GA and the return flight was also changed from June 7, 2019 to June 6, 2019 returning from Atlanta, GA, to Charleston, WV. The cancelled itinerary *** has a future travel credit that can be used towards and exchange by March 6, 2020. The exchange has a change fee per person of $200.00 plus any fare difference.
Ms. will need to contact our Customer Service Department when she decides she wants to complete the exchange on itinerary ***. In order to use the future travel credit, per *** the exchange process and travel needs to be completed within one year from the original date of issue. The tickets were issued on March 7, 2019.
Based on the above, Expedia is not able to honor Ms. request for refund. 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,
Di-Di FCorporate Correspondence Team
Tell us why here...
2 hours on hold and they did not resolve my issue in fact they hung up on me when I requested the manager. the first person said they would call the manager and instead of them putting me on a proper hold I heard him goof off on the phone for 30 to 40 minutes unprofessional the second and third person hung up. I ended up calling the airline directly and they cleared up some of my concerns in 12 minutes. I recommend booking directly with the airlines because Expedia is unprofessional. luckily for me I recorded their staff being unprofessional to show people how they truly operate.
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 an apology and for us to address the class of service.
Our records indicate on April 29, 2019, ***, or a person authorized for the account booked a package for two passengers including combined one-way flights for travel from Fort Lauderdale, FL to Las Vegas, NV, departing with *** on August 1, 2019, and returning with *** on August 5, 2019.
We regret to hear that *** did not receive the customer service expected and found it to be unprofessional. We strive to provide excellent customer service and thank *** for her feedback in this matter.
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 flight and hotel with Expedia. We purchased the insurance at the original time of purchase. The event we were traveling for in June was cancelled so I cancelled my trip with Expedia. During the cancellation process there were a series of things to cancel, one of those being the insurance. I cancelled the insurance because I was no longer taking the trip. When I reviewed my refund of the trip it was noted that there was not able to be a refund on my hotel and flight. I immediately contacted Expedia via phone and was on the phone with them for almost 2 hours, a majority of that time was on hold awaiting the next in line to speak to me.
There was never a warning stating that if I cancelled my insurance I would not be able to receive a refund, I was able to cancel it with one click. Again, I was cancelling insurance for a trip I was no longer taking. They refused to do anything about this issue, would not issue me a refund or allow me to repurchase the insurance. The trip was over $1000.00. They did not at any time acknowledge the issue or see it as an error. I had offered to repurchase the insurance and even understood if there was a cancellation fee. They were unwilling to assist me in any way. I refuse to lose this $1000.00. I cancelled the insurance for a trip I was no longer taking. They were unclear about this on the phone and on the site.
Thank you
May 6, 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 her package. We understand ***. *** is requesting a full refund as she purchased the Vacation Waiver Insurance.
Our records indicate on April 14, 2019, ***. ***, or a person authorized for the account, self-booked a package for two passengers including roundtrip flight with *** traveling from Chicago, IL to White Plains, NY, departing on June 7, 2019 and returning on June 9, 2019. The package also included a stay at the ***, as well as Travel Protection Waiver with Expedia.
The terms and conditions were provided and accepted at the time of booking and an email confirmation was sent to the email address provided. The terms and conditions for the flight advised that it was nonrefundable with an airline credit of $350.10 less the $200.00 per person exchange fee. Travel must be completed by April 13, 2020. The hotel is nonrefundable, and Expedia advocated on your behalf by attempting to contact them for approval and they have denied waiving the penalty.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** and *** 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 complete the refund requested for the reservation.
We reviewed our records and found the customer cancelled her entire package online without notifying Expedia regarding the insurance before cancelling. In order to process a refund, Ms.’s needed to contact Expedia to use the insurance to waive the penalties of the package. Once the customer cancelled the insurance that cancelled all terms and conditions that covered the components on 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,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
There was at no time an alert or anything regarding canceling my insurance. I cancelled that after I had cancelled my trip. I thought it was ok to cancel my insurance as I was no longer taking the trip, at no time was I advised to contact Expedia about a refund or insurance policy.
Sincerely
When choosing airplane flights on Expedia, the customer will have to pay more for more convenient flights. For example, non-stop flights
cost more than flights with one or more stops and flights after 10 AM cost more than red-eye flights or flights 7 AM or earlier. I bought a round trip non-stop flight between Seattle and JFK, outbound on March 21 2019 and return on March 24, 2019 and paid more. The airline made it a night-before red-eye flight from Seattle to Miami and Miami to JFK. The return flight went from JFK to LA and from LA to Seattle. I had to leave Sunday March 24 2019 early, thereby missing the entire Sunday morning & lunch programs of the conference we organized at the ***.
Expedia does not have any mechanism to return the difference between what the non-stop flights cost and the red-eye flight with stops. This
is an unfair business practice. If the customer is paying more to buy non-stop flights and flights at more convenient times, then Expedia must return the difference when non-stop flights and flights at more convenient times are changed. It does not matter who changed the flight, airline or Expedia. This is a fundamental flaw in the business model and Expedia should not stay in the business if this unfair practice is not rectified.
May 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the
time to contact Expedia regarding an issue from our customer. We appreciate the
Revdex.com (“Revdex.com”) allowing us time to address the comments and concerns
brought to our attention.
Expedia is responding to
the consumer complaint from Mr. *** (Revdex.com case number ***) regarding
an airline schedule change. We
understand Mr. is requesting a refund for the difference in fare due to an Airline
Schedule Change.
Our records indicate that on
November 27, 2019, Mr. or an authorized user of his Expedia account, called
in to be assisted by our agent in booking a round trip ticket flight
reservation using Expedia’s website, under itinerary *** with the
following details:
Travel is with
*** on the outbound flight from Seattle, WA to New York, NY, a
direct flight, departing on March 21, 2019 at 7:45 am arriving New York, NY at
4:14 pm.
Travel is with
*** on the inbound flight from New York, NY to Seattle, WA, a
direct flight, departing on March 24, 2019 at 7:20 pm arriving Seattle WA at
10:52 pm.
Total cost of the booking was $411.40.
Upon further review we can
confirm *** initiated schedule changes on Mr.’s itineraries.
The outbound
and inbound flights on itinerary *** were changed as follows:
Travel on the
outbound flight is departing a day earlier on March 20, 2019 at 9:05 pm from
Seattle, WA with a connection in Miami, FL for 1 hour and 7 minutes. Departing at 6:57 am from Miami, FL to New
York, NY with estimated arrival time at 9:57 am the next day, March 21, 2019.
The inbound
flight is departing March 24, 2019 at 3:15 pm from New York, NY with a connection
in Los Angeles, CA for 1 hour and 9 minutes. Departing at 8:00 pm from Los
Angeles, CA to Seattle, WA with estimated arrival time at 11:06 pm on the same
day.
Furthermore, the tickets
were reissued to conform to the changes made by the airline with approval of
Mr..
Expedia serves as a
third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the
operating carrier and merchant of record (the entity that received the funds
and the company that charged the credit card) on this booking. We hope you understand we must adhere to the
policies dictated by the vendor.
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
While we regret Mr.’s
experience was not as we would have hoped, and any subsequent inconvenience
caused, Expedia will not be offering a refund for the accepted schedule changes.
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
Complaint: ***
I am rejecting this response because:
Written Rebuttal of Expedia’s Response Regarding Revdex.com Case Number ***
Expedia says this complaint is a about particular travel itinerary number *** involving flights between Seattle WA and JFK New York on March 21 2019 (outbound) and March 24 2019 (inbound). But my complaint is not about a particular itinerary or flight nor is it regarding a refund. It is about Expedia’s fundamentally unfair mode of business. Expedia charges more (1) for non-stop flights over flights with stops or (2) flights at convenient times over flights at odd or worse times. These flights are between the same two airports and in the same seating class.
Expedia already cited the example for the first kind: “non-stop flights over flights with stops” from my itinerary number *** involving flights between Seattle WA and JFK New York on March 21 2019 (outbound) and March 24 2019 (inbound). The example for the second kind “flights at convenient times over flights at odd or worse times” can be found in my upcoming Expedia itinerary number *** with flights from Seattle to Rome on July 2 2019 (outbound) and Rome to Seattle July 13 2019 (inbound). The time of departure for this upcoming trip to Italy from Seattle was 10 AM July 2 2019 when I bought the ticket from Expedia. It means we could get up from sleep around 6 AM to get to the airport at 7:00 AM. The time changed from 10 AM to 7:40 AM and so we will have to get up around 3:40 AM in the morning. Expedia charges more for the 10:00 AM flight compared to 7:40 AM flight when buying the ticket. I paid more to choose the flight at 10 AM and it makes sense. But what does not make sense is that Expedia is silent when these time changes are made and tries to pass the problem on to its vendors.
Whoever sets the different prices for these two kinds of flights, Expedia or airlines, must be responsible to find a close enough equivalent flight arrangement and its price difference after the change and refund the price difference to the customers. This could go either way: Customers will get refund for the worse flight arrangement and will pay more for a better flight arrangement. Expedia says, “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 must adhere to the policies dictated by the vendor.”
So, do the airlines set the different prices for these two kinds of flights: (1) for non-stop flights over flights with stops or (2) flights at convenient times over flights at odd times (between the same two airports and in the same seating class). In that case, Expedia must hold the airlines responsible to acknowledge the difference in pricing on both ends: before change and after change. There would not have been any question or dispute if there were no difference in pricing for these two kinds of flights: (1) for non-stop flights over flights with stops or (2) flights at convenient times over flights at odd times (between the same two airports and in the same seating class). But prices are being set differently for these two kinds of flight arrangements and so provision must be made to acknowledge the price difference, not just when the flights are sold but also when these flights are changed. If the airlines are setting the price difference and are not acknowledging the price difference after changes are made, then the airlines must be made accountable and Expedia should stop doing business with the airlines.
Sincerely
I booked two separate reservations for my brothers wedding to Boston. One for me and my friend *** on 9-26-19 until 9-29-19 and the other for my three kids ***, *** and *** from 9-27-19 until 9-29-19 (same return flight with me and ***). Two out of my three kids are driving in from college and needed the later flight leaving chicago. The flights changed having my kids leave two and a half hours earlier (which doesn't work because the wont be back from ***) and connecting through Detroit. I specifically made sure my children were on non stop flights. The return also changed on Expedia website to return a day later on 9-30-19 . Expedia claims the return did not change even tho it is shown on the Expedia website and checking *** website that flight is no longer available for 9-29-19. They later told me it was return Sunday but now later. Expedia offered to ONLY refund my kids reservation. If I have to rebook my kids flight I need flexibility to return with them on the cheapest flight. I was on the phone with Expedia for over three hours with Charlie #*** and Chris S from Corporate and was told the total would be 1,600 when I originally pain 556.80.
May 6, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com ("Revdex.com") allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding an airline schedule change. We understand Ms. is requesting a refund on itineraries *** and *** to rebook for new flights without costing the customer an enormous amount in the difference on the new flights.
Our records indicate that on February 3, 2019, *** or an authorized user of his Expedia account, self-booked 2 flight reservations using Expedia’s website, under itinerary ***. The reservation is a combined one-way Basic Economy Fare flights with the following details:
Travel is with *** on the outbound flight from Chicago, IL to Boston, MA departing on September 26, 2019 at 6:00 am. Total cost of the booking was $152.60 - $76.30 per person
Travel is with *** on the inbound flight from Boston, MA to Chicago IL departing on September 29, 2019 at 4:55 pm. The total cost of the booking was $228.60 – $114.30 per person
Another itinerary was also self-booked on the same day, February 3, 2019, under itinerary ***. The reservation is a round trip *** Basic Economy Fare flight with the following details:
The outbound flight departing from Chicago, IL to Boston, MA on September 27, 2019 at 7:20 pm.
The inbound flight departing from Boston, MA to Chicago, IL on September 29, 2019 at 4:55 pm.
The total cost of the booking was $556.80 - $185.60 per person.
Restrictive fares such a "Basic" are different from "Main" Economy fares. These fares are usually available at a significant lower cost and have more restrictions and ancillary fees, such as no free checked bags and no seating selections.
Upon further review we can confirm, *** initiated schedule changes on ***’s itineraries.
As per ***’ website, the inbound departure on September 29, 2019 for Itinerary *** was changed to depart at 7:55 pm, arriving Chicago, IL at 9:44 pm.
The outbound and inbound flights on itinerary *** were changed as follows:
The outbound departure on September 27, 2019 was changed to depart at 4:57 pm. The flight segment was changed, with a connection in Detroit, MI instead of a direct flight.
The inbound departure time on September 29, 2019 was changed to depart at 7:55 pm arriving Chicago at 9:44 pm.
Nonetheless, we called the vendor and advised the following options for the customer to choose from:
The airline offered to refund the tickets for both itineraries *** and ***, the customer will have to book for the new flights on their own at current cost
The airlines will give an option to book the customer either a day before or a day after the scheduled flights subject to availability. There is no available option for direct flights.
To accommodate these reservations, or receive a refund, Ms. will need to call Expedia and speak with a representative to advise of their decision.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** is the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on these bookings. We hope you understand we must adhere to the policies dictated by the vendor.
For further information, the full terms and condition of the "Vendor Rules and Restrictions" is available for review using the link below:
https://www.expedia.com/p/info-other/legal.htm
We regret 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I contacted Expedia and was still told I was not able to get a refund. I asked to speak to a supervisor and was connected to "Alex". He continued to refuse a refund and told me that Expedia does not deal with the Revdex.com. I gave him my reference number and he continued to insist that Expedia has nothing to do with the Revdex.com. I was then transferred to Corporate and put on hold for over 15 minutes. Please advise me exactly how to get the full refund on both itineraries for ***, *** and ***, *** and *** and our car rental. The longer this takes the higher the fares are becoming. This is very frustrating!
Sincerely
I went onto expedia.com to book a reservation to the *** and I put all my info and they charged me for the reservation. I received the confirmation for the *** so I head to the resort and when I arrive the hotel informs me that I was not booked there but at another hotel which was next door umder construction and not what I wanted! I call expedia and was on the phone for over an hour with many transfers and excuses. Now I have to call again tomorrow to fight for a refund because they made a mistake on a non refundable room!!!
Please help. Low income mom who tried to do something nice for my son and dis not even get to enjoy the hotel went home!
May 1, 2019
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for $121.95.
Our records indicate that on April 27, 2019, Ms. *** or an authorized user of the Expedia account booked a one-night hotel stay at *** Orlando, checking in on April 27, 2019 and checking out on April 28, 2019 via itinerary ***.
Upon review of your complaint, Expedia has been able to verify on April 29, 2019, a refund of $121.94 has been issued your *** card ending ***. The refund should appear on Ms. card within three to seven business days. We have emailed Ms. another refund receipt for her records.
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,
Di-Di FCorporate Correspondence Team
I booked a hotel room last week April 18th or the 19th on Expedia.com for the *** in North Little Rock, Arkansas. When I got to the room I found out that I had booked the room for the wrong day instead of booking it on that day I booked it for April 25th-27th which came out to be $98.30.When I found that I booked it for the wrong day they told me I would have to basically pay what I paid for the room to cancel it so I was just like, no I'll just come get the room for the day I booked it for... Yesterday the 25th came and I went to go get my room that I had paid for the week before. I go to the *** and they tell me I need to pay for the room ($98.30) which I had already paid for, so at this point I'm wondering where my money went if they don't have it. They said I would have to call Expedia and see what's going on. So I called and spoke to a woman who said they did take the money off my card and the hotel room has it. *** didn't agree and they showed me where they only have a reservation for me and no payment. Then I asked to be transferred to the Supervisor, and I started to speak to a man named Hector. Hector told us that my payment was received and send to the hotel so we asked could he fax us the receipt. He told us he would and faxed it "4 times" We didn't get neither one of them so he insisted that all their systems were messed up but that was definitely not the case. We think Expedia is holding my money and doesn't want to give it back so they told me to contact Revdex.com. All I want is the $98.30 back that Expedia has. Thank you
April 27, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
RE: Expedia Case ***
Dear Revdex.com,
Thank you for contacting Expedia regarding the complaint from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a hotel. We understand *** is requesting a refund.
Our records indicate on April 18, 2019 ***, or a person authorized for the account booked a two night hotel reservation with the *** North Little Rock - JFK/ City Center for check in on April 25, 2019.
The room rates and reservation type selected including a billing arrangement where the hotel was billing the customer directly for the room.
No charges have been made by Expedia to the customer for this reservation and we are unable to provide a refund.
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: Soomeone by the name of Hector told the manager at *** and I and told us both that they (Expedia) had took $98.30 off my card and sent it to *** and he said than he had proof of that. Seems like no one can help me get my money back.
Sincerely
EXPEDIA Advertised a flight Hotel package to Vieques. When I received the confirmation after paying. The flight is to another Island.
paid $721
purchased April 23, 2019
confirmation number *** May 28-June 2nd.
I've spend hours online and on the phone.
At one point a supervisor offered a full refund.
Now they reneging on that offer
April 29, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a package reservation. We understand Ms. is compensation for the package booked, claiming error on Expedia’s mobile site.
Our records indicate that on April 23, 2019, Ms., or an authorized user of her account, self-booked a package reservation using Expedia’s Mobile Site, under itinerary ***. Travel was with ***, departing on May 28, 2019, returning on June 2, 2019, from New York, NY, USA to San Juan, Puerto Rico. The hotel reservation was for the ***, with a check-in date of May 28, 2019, and a check-out date of June 2, 2019. A travel protection plan (Vacation Waiver) was purchased with the itinerary.
Upon receipt of the complaint, we can confirm no error has occurred on Expedia’s Mobile Site. We have verified that Ms. was able to review and accept the trip details of the reservation prior to completing the purchase.
Furthermore, the following mandated flight and hotel cancellation and change policy was advised and accepted at the time of booking:
Flight:
· Tickets are nonrefundable, nontransferable and name changes are not allowed
· No refund 24 hours after booking
Hotel:
· Cancellations or changes made before 1:00pm (Atlantic Standard Time) on May 23, 2019 or no-shows are subject to a $20.00 property fee.
· Cancellations or changes made after 1:00pm (Atlantic Standard Time) on May 23, 2019 or no-shows are subject to a property fee equal to 100% of the total amount paid for the reservation.
On April 23, 2019, Ms.’ flight reservation was voided and the authorization of $275.40 was released back to the original form of payment. The hotel reservation was cancelled and refunded in the amount of $388.68 ($408.68 minus a $20.00 penalty fee). The purchased travel protection plan was cancelled and refunded in the amount of $37.00.
While we regret Ms.’ experience was not as we would have hoped, but based on the information provided above, Expedia is unable to honor her compensation request.
Again, 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,
Erika M
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have resolved this matter with the company. My review of the advertising should stand. I received a full refund today
Sincerely
In January 2019 I rented a car from *** through Expedia. When I initially rented the car, I purchased a collision damage plan through Expedia which cost me $297. When I went to Lisbon, Portugal and picked up the car, I was told that *** did not accept the insurance from Expedia and that I would need to purchase a policy through *** in order to have coverage. I therefore expended 508 Euros on a collision damage policy through Europe. In March 2019, I contacted Expedia to request a refund of the $297 for the collision damage plan as it was not acceptable by ***. It has now been over a month since my initial contact to Expedia to request a refund but yet no refund has been issues. Expedia continues to tell me that they require confirmation from *** that they will not accept Expedia insurance before they will issue the refund. In this last month they have not receive any response from *** and yet they still refuse to refund me the money. I have contacted Expedia several times over the last month and yet no resolution appears to be in sight.
April 30, 2019
Revdex.comAlaska, Oregon & Western Washington Complaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Ms. ***, Revdex.com case number *** regarding a refund for the Expedia rental car insurance cost of $297.00.56, since *** would not accept and required their insurance to be paid for.
Our records indicate that on January 15, 2019, Ms. or an authorized user of the Expedia account booked a 26-day car rental with ***, picking up on January 25, 2019 and returning on February 20, 2019; via itinerary ***.
After further review of this complaint we can confirm from March 29, 2019 through April 12, 2019, multiple email communications between Ms. and Expedia transpired regarding the rental company not taking the insurance that was a part of the rental and Ms. *** requesting a refund of $297.00 for the insurance.
On April 30, 2019, Expedia was able to speak with ***. *** confirmed they do not accept Expedia’s insurance and require renters to take their insurance. Based on this, Expedia has issued a refund for $297.00 to the card that was used for the reservation. The refund will appear back on your card within three to seven business days. A refund receipt has been emailed to your email address. Please accept our apologies for the length of time it has taken to get this matter resolved.
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,
Di-Di FCorporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
On 3/29/2019, I made a reservation through Expedia.com for the *** in Lamoni, IA to stay on 4/3/2019 and the reservation was confirmed as paid via email by Expedia. When I arrived at the property on 4/3/2019, I was told by the proprietors that they had never received my reservation from Expedia and had no room for me, forcing me to seek lodging elsewhere, even though I had already paid Expedia for the room. When I contacted Expedia that same evening, I was told they had to confirm that I had been turned away by the establishment before they could issue a refund, because they had already paid the inn for my reservation. Via emails, which I can provide, Expedia representatives claimed to have made numerous attempts to contact the *** but had received no answer and therefore could not offer a refund or credit of any kind.
April 29, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a hotel reservation. We understand Ms. is requesting a full refund of $95.21, stating she was unable to utilize her hotel reservation as the hotel did not have her reservation upon arrival.
Our records indicate on March 29, 2019, Ms., or an authorized user of her account, self-booked a hotel reservation using Expedia’s Mobile Site, under itinerary ***. The reservation was for the ***, with a check-in date of April 3, 2019, and a check-out date of April 4, 2019
Upon researching the customer’s complaint, we contacted Ms. by phone on April 29, 2019, to acknowledge receipt of their Revdex.com complaint and resolved the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have 13,073 points on my account that I would like to use to book a hotel. For some reason, the online Expedia system will not let me book a hotel through my account (through any means, including credit card or points). I therefore cannot book a hotel using my points. I tried calling Expedia four times (stayed on the phone with Gabby from Central American on 4/24/2019 for 1.5 hours). She told me that she elevated the issue to a case worker who would contact me in 24 hours. I waited 24 hours, and still no response. So I called customer service again. I talked to Ed in Manila this time, who was also unable to help me after 40 minutes and simply told me to send my message to an email address ([email protected]). I tried emailing this email address, and all they did in response was say that I should call the same number again. This is ridiculous. I have spent at least 5 hours trying to book a simple hotel room with my points, and due to technical issues with my account that I don't understand, I cannot make sure a booking. Worse yet, I am getting the run-around with Expedia and no one is willing to help me. It should not waste this much of their customer's time with booking and is an abuse of the customer. Please help, Revdex.com, Expedia is violating the consumer's rights!
May 1, 2019
Revdex.comAlaska, Oregon & Western Washington Complaint 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 the attempt to make a reservation for May 26, 2019, one night at ***.
Upon receipt of this complaint we can confirm from April 25, 2019 through April 27, 2019, there were numerous email communications between Ms. and Expedia in regard to Ms. not being able to make a reservation online and use his points.
After speaking with our Transaction Processing Department, it has come to our attention that Ms. needs to respond to the emails that he has received from the Transaction Processing Department. Ms. can also book directly with any hotel property. Regrettably, we cannot assist Ms. any further.
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,
Di-Di FCorporate Correspondence Team
booked 1st class flight: SRQ-to-MKE-to-SRQ
connection each way = four planes
Expedia sold me a flight and provided verifying information that I was a 1st class flyer throughout, I.e. all four legs of the journey
In reality only 75% of the $800 flight was 1st class … issue is, I have a heart condition, I'm a bigger man, and I do not do well with closed in areas; due to this I pay more to fly
Attempted to resolve w/Expedia... they truly didn't seem to care, but offered a $25 coupon. A 25% failure rate on $800 would represent $200; therefore they were not even close; however the greater issue is they simply don't care.
Ultimately Expedia first
April 29, 2019
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from Mr. *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr. is requesting compensation for his flight reservation, stating that one portion of his return flight was not in the First Class of Service.
Our records indicate that on April 1, 2019, Mr., or an authorized user of his account, booked a flight reservation through an Expedia Agent, under itinerary ***. Travel was with ***, departing on April 9, 2019, returning on April 21, 2019, from Sarasota, Florida to Milwaukee, Wisconsin.
Upon researching the customer’s complaint, we contacted Mr. by phone on April 29, 2019, to acknowledge receipt of their Revdex.com complaint and resolved the issue directly with the customer.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Erika M
Corporate Correspondence Team
I made a hotel reservation with Expedia at the *** in Laramie, WY for 2 nights lodging. Expedia called me and stated that the *** did not have TV, internet, telephone, and pool services available and asked if I would like for them to book another hotel to replace the ***. I agreed to allow Expedia to book replacement hotel. Now I am being charged for both reservations. I have called and sent emails to Expedia several times with no results. Expedia should have never offered to book another hotel if they could not cancel the original reservation. Expedia and I cannot contact the hotel by phone as their number does not work.
May 8, 2019
Revdex.com
Expedia – DuPont, WA
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attention. Expedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you.
Expedia is responding to the consumer complaint from *** (Revdex.com case number ***) regarding a refund.
Our records indicate that on March 19, 2019, Mr. or an authorized user of the account, booked a two-night stay online via Expedia.com, checking in on March 21, 2019, and checking out on March 23, 2019, under itinerary ***. The reservation was a “hotel collect” reservation, meaning any funds would be collected directly by the property. Expedia did not collect any funds on this reservation.
We understand from Mr.’s complaint that he received a call from Expedia informing him that the hotel’s TV, internet, telephone and swimming pool services were not operable and needed to be relocated. Mr. is now seeking a refund as he was charged for the original reservation.
Upon receipt of Mr.’s complaint, we investigated the issues which were brought to our attention. We can confirm that on April 27, 2019, our representative reached out to the hotel and advocated on Mr.’s behalf to see if they would allow a refund. Our representative was advised by the hotel owner that she will not allow a refund.
After further review of this issue, our representative reached out to the *** corporate office on May 7, 2019, and filed a complaint against the hotel owner as she will not provide a full refund. Our representative was provided with the following case number *** and advised that Mr. can contact their office for further assistance. In addition, our representative was advised to have Mr. fax a copy of his credit card / bank statement showing the charge from the hotel. The documentation can be faxed to 1-888-565-7707 and should reference the above case number.
Our representative has made several phone calls to Mr. in hopes of providing the above information and has been unsuccessful after leaving multiple voice mails. We ask that Mr. please respond to our voice mails in an effort of resolving this matter.
Based on the above, Expedia is unable to honor Mr.’s refund request. Again, 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,
LaToya J
Corporate Correspondence Team
My flight was canceled due to *** Airlines going Bankruptcy. Both Expedia and *** Airlines promised refunds and then when I called to collect my refund- Expedia said *** Airlines had to refund me, but when I called *** Airlines- *** Airlines said it was Expedia that had to refund the money. I am now in contact with my bank for about $3000.00 word fraudulent charges.
I reported a fraudulent claim against my account. I reserved a car from u save with insurance in Miami Florida! *** did not have any more cars. I contacted expedia regarding my refund. Expedia told me they could not refund me for the insurance because they couldn’t get in contact with u save rental company. I have called u save multiple times and they continue to tell me it’s an expedia issue. Expedia STOLE money from me and now I have to cancel my credit card due to fraudulent charges! All they have to do is refund my $30 now I have to report them and get a lawyer involved for 30 bucks which will become more!