I booked and paid for the reservation through Expedia. The *** behond the desk decided to also charge my debit card; when I pointed this out to him he claimed to have issued the refund (he did not). Today I went in to ask again and the guy there said I needed to make an appointment to speak to management and threw me out.
Expedia.com Response
• Apr 30, 2019
April 30,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. *** (Revdex.com case number
***) regarding a hotel reservation.
We understand Mr. is requesting a refund in the amount of $127.20.
Our records
indicate that Mr. has several past-dated hotel bookings made using
Expedia.com. Regrettably, his complaint does not provide a specific itinerary
number, and the information provided does not match the bookings we were able
to locate. On April 26, 2019 and April 29, 2019, we reached out to Mr.
via phone to inquire of additional information regarding his booking but were
unable to reach him.
We regret
Mr.’s experience was not as we would have hoped and would like to assist
him further. We kindly request that he responds
to this complaint providing the itinerary number in question, and the e-mail
address used for the booking. This will allow us to conduct research and
address his concerns accordingly.
Sincerely,
Cindy G
Corporate
Correspondence Team
Customer Response
• Apr 30, 2019
Complaint: ***
I am rejecting this response because: don't believe them when they say they cannot find the visit. I deleted the confirmation email from Expedia but their record should show a visit for me on the 13th of April. My bank account certainly shows it
I believe I was a victim of a Bait and Switch scheme by Expedia.
4/17/19 9:30-Using Expedia's online travel platform at Expedia.com, I booked 1-way flight for 2 pasgrs *** from Seattle to Phoenix travel date 5/10/19. Fare $79.00 During booking, I upgraded for $49/seat so that I could choose seats together. New price per ticket $131 plus taxes & fees=$155/ Free cancel w/in 24 hrs. During booking I was unable to add traveling companion's frequent flyer # to reservation because per Expedia his name did not match the *** mileage program-middle name spelled out on passport and was an "H" with ***. Within 24 hrs of booking my companion added his full middle name to his mileage account however still unable to connect frequent flyer # to reservation made with Expedia
On 4/21 Rec'd email from Expedia "Please select a new seat for your upcoming flight" because the seat assignment may require preferred status with the airline. What? I paid $98 to upgrade to these seats. Now the only seats available are ctr seats, not together, tried again to add number
4/21 (Easter Sunday) after speaking to at least 9 different individuals (located in India) over a 2-hour period an escalation Supervisor told me I would receive a refund of $150 to refund the upgrade & compensate me for having to sit in a center seat between two strangers. Not happy but OK. Incidentally Expedia able to add frequent flyer number
4/22-Rec'd call from new escalation supervisor who after a very long explanation advised that he had decided I would would not receive the refund "I requested" 4/21 or any refund at all. I told him I didn't request it, it was offered to me! He did offer that I could pay another $49 to upgrade the seats.
4/22-Contacted *** and was advised that Expedia did not send *** the additional $98 that I paid to upgrade the reservation
Called Expedia 4/22 and was engaged in a shouting match with an individual who was not helpful
Expedia.com Response
• Apr 30, 2019
April 30,
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 her flight’s seating assignments.
Our records
indicate that on April 18, 2019, Ms., or an authorized user of her
Expedia account, self-booked a flight reservation using Expedia’s website,
under itinerary ***. The reservation is for a one-way flight from
Seattle, WA to Phoenix, AZ on ***, departing on May 10, 2019. The
total cost of the booking is $310.60 - $131.16 base fare and $24.14 total tax
per person, for a total of $155.30 per person.
Upon further
review we can confirm that during the booking process Ms. selected a “Saver”
fare for a total of $270.00 but later changed her selection to “Main” fare, for
the final price of $310.60. Restrictive fares such a “Saver” are different from
“Main” Economy fares. These fares are usually available at a significantly
lower cost and have more restrictions and ancillary fees, such as no free
checked bags and no seating selections.
Expedia serves
as a third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking. We
hope you understand we must adhere to the policies dictated by the vendor.
Expedia does not have a record of
additional charges associated with seat assignments made on our website;
however, using the airline’s website we confirmed the customer paid $49.00 per
person for Premium Class seats 9A and 9B. Our website allows customers to make
a seat request, but advises that seat choice is
not guaranteed, and urges customers to check with the airline directly to
confirm their seat selection. Based on the information provided above, we
recommend the customer contacts *** directly to confirm her seating
assignment.
We regret Ms.
***’s experience was not as we would have hoped, and
any subsequent inconvenience caused. Expedia welcomes customer feedback in our
ongoing effort to improve upon the customer experience.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
I filed a complaint on Revdex.com regarding to Expedia agent's incorrect advice to dispute with credit company for cancelled tickets. The advice resulted in a loss of $277 due to rebooking of air tickets. I was contacted by an Expedia representative who said that Expedia would refund $277 if the recording showed the advice from the agent. The representative listened and agreed that the agent had advised dispute with the credit company. However, no refund was given.
Expedia.com Response
• Apr 24, 2019
Tell us why here...
April 24, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com 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 flight reservation. We understand *** is requesting a refund of the difference between his departure flight that was cancelled from San Francisco, CA to Los Angeles, CA and the new flight he had to rebook totaling $277.00.
Our records indicate that on March 6, 2019, ***, or an authorized user of his account, self-booked a Combined One-Way flight reservation on Expedia’s website, under itinerary *** and a second itinerary ***. Both itineraries were departing San Francisco, CA to Los Angeles, CA on April 3, 2019 and returning on April 6, 2019.
Upon review of the booking process, we can confirm that the customer never cancelled his itinerary ***. *** booked and reviewed the itinerary but there was no attempt to cancel the flight. *** cancelled the flights due to the dispute with his credit card company, so the customer had to rebook a new one-way flight.
While we regret to hear of Mr.’s experience, based on the above policy Expedia is not able to process a refund of the flight. The agent only provided Mr.’s with advice to contact his bank if the charges was not onto his credit card within three to five business days. Mr.’s went and disputed his charges when he had a second itinerary *** still active with ***. Per the airlines, they can cancel any flights of the customer when disputing with their credit card company. Expedia has no authority over what the airlines will do when the customer dispute charges on their credit card.
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,
Dez M
Corporate Correspondence Team
Customer Response
• Apr 24, 2019
Complaint: ***
I am rejecting this response because:
Per discussion with the Expedia representative regarding to this issue, she agreed that the ROOT CAUSE of the problem was the Expedia booking agent's advice to dispute the credit card charge with the bank. The Expedia representative SAID that Expedia would REFUND $277 if the phone conversation recording showed the advice from the Expedia booking agent. The Expedia representative did not believe the Expedia booking agent would advise disputing with the bank, because the correct advice should be to wait for the transactions to settle. The phone conversation recording was listened and it was confirmed that the booking agent did advise disputing with the bank. But now Expedia has rescinded its promise of the refund. This action betrays my trust on Expedia's integrity. And if this continues, I will file another complaint on a more serious issue --- corporate integrity.
I am a booking on the evening of 4/20/2019 at 10:40 pm. The booking was successful but was not allowed to check in. Check in was only until 10 pm. I called expedia and was informed that they could not refund me although I was not allowed to check in. I didn't receive confirmation from the hotel and I am held responsible for a policy that allows you to make reservations although you can not actually check in. I even purchased the protection plan but that was of no use also. I spoke with two manager (Marcela G and Daniel A) at expedia that continue to recite a policy that takes your money without protecting the customers. I was kept on hold for more than 15 minutes and their only resolutions was that I must wait until morning to try to reach the hotel. So I was left stranded.
Expedia.com Response
• Apr 29, 2019
April 29, 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 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 hotel reservation. We understand *** is requesting a refund of her hotel reservation due to no check-in service upon arrival.
Our records indicate that on April 20, 2019, ***, or an authorized user of her account, self-booked at *** for check-in on April 20, 2019 and check-out April 22, 2019 on itinerary ***.
Mrs. arrived to find the hotel not available at the front desk and contacted Expedia with the request to cancel the reservation without penalties. Expedia contacted the hotel and they agreed to the cancellation with a full refund. The refund in the amount of $1,929.80 was processed on April 21, 2019, to the original form of payment.
While we regret Mrs. experience was not as we would have hoped, but based on the information provided above, Expedia was able to honor the refund request, due to the hotel’s approval.
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.
I paid an additional $120 to choose my seats on both flight segments.
There are four total travellers, including a 3 year old who sits in a car seat and, per FAA regulations, the child must be accompanied and the child must sit in a window seat.
I went to *** and there were only two seats that we could select from in our cabin class. These two seats available were not next to one another. Further, we are being prompted by *** to pay extra to upgrade to select our seats - either in preferred economy, economy plus, or business.
We should not have been charged this fee if we could not select seats in our cabin class.
Expedia.com Response
• Apr 26, 2019
April 26, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a $120.00 refund for seats he had to purchase in a higher class.Our records indicate that on April 20, 2019, Mr. or an authorized user of the Expedia account booked four combined one way flights, departing May 15, 2019, from Newark, NJ, USA arriving in Providenciales, Turks and Caicos and returning on May 20, 2019. The reservation also included a five-night hotel stay at ***; via itinerary ***.
After further review of this complaint we can confirm via UA you purchase the following seats: 34F, 24C, 23D and 24b departing on May 5, 2019 and returning on May 20, 2019, the following seats were purchased 25C, 25B, 23C and 23B.
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. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details, including disclosures regarding the non-refundability of hotel bookings on several pages, for review prior to booking completion, including the final payment screen.
In addition, at the time of booking, you agreed to our Terms of Use, which expressly provide as follows:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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.
Expedia is not able to honor your request for refund. This charge was charged against you by *** for your seats. If we may suggest, you may go to the UA website ***) and complete their contact customer care section.
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
• Apr 26, 2019
Complaint: ***
I am rejecting this response because:
Expedia advertised an upcharge to select seats.
Expedia knew that the airline was booked full in this class and they refused to advise that seats could not be selected together in the class that we purchased until after make the purchase.
Expedia's assertion that this is the Airlines responsiblity is a vapid response. Expedia facilitates seat selection all the time on their website, because they share direct data exchange with the airlines. Instead of advising that the plane was full in this class and seats could not be selected together they took the sale and assert a ridiculous lack of responsibility pointing to fine print on the airlines website. It's extremely misleading.
On or about February 22, 2019 I made a rental car reservation with *** through the Expedia app. I was quoted a price of $217.11 for this rental. When the final bill was tallied *** had charged my credit card a total of $697.80. *** claimed that there was limited mileage on the rental and that the additional charges were fees associated with such. They quoted a price of 67 cents per mile over limit. No where in the Expedia confirmation email and reservation does it make any mention of such a fee. Expedia failed to fully disclose all terms of the rental contract this causing me significant additional expense. *** has offered a refund of $267.05, leaving a remaining balance of $213.64 I was overcharged due to Expedia's failure.
Expedia.com Response
• Apr 25, 2019
April 25, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number regarding a $223.89 refund for the remaining mileage charge.
Our records indicate that on February 22, 2019, Mr. booked a five day rental car reservation with *** via itinerary ***. Expedia has been able to verify the confirmation email was first opened on February 22, 2019, and reviewed twice.
After further review of the account, Expedia has been able to verify on April 25, 2018, there are no calls or documentation on Mr. account. Expedia contacted *** and they advised they refunded $267.50 to Mr. as a courtesy.
After further research, Expedia was able to review the confirmation itinerary. Upon review of the confirmation email the mileage information appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Based on the above, Expedia is not able to issue a refund for mileage. The original confirmation itinerary was reviewed on February 22, 2019 and it appeared as follows: Mileage: Mileage information is currently unavailable.
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
• Apr 29, 2019
The response is not acceptable. Neither Expedia nor *** made any effort to reveal important rental terms. Each blames the other and *** acts like they're doing me some sort of favor for refunding half of my money. It seems unlikely that I will recover the other half. Lesson learned, I guess and both businesses have lost any further patronage from me.
Today I showed up for my flight that I booked on expedia.com. I didn't even look at which airline it was with because I trusted Expedia to take care of that for me. I was told that my flight was cancelled. Alaska wouldn't even talk to me because I booked through Expedia. I called them. They told me only thing they could do was fly me out on Saturday! I had to be there by NOON on Friday at the absolute latest or there was literally NO point in going. I paid for the trip of a lifetime and they cancelled my flight and would NOT help me find something else. I finally got to a corporate manager that said they would get me to LAX by 9pm on Friday but I had to get there by Noon. I ended up on the phone with these people for almost 4 hours and NO solution NO help! I talked to a Blanca L. Only thing she would do was issue a refund from the flight that would take 6-8 wks and I had to book a flight on my own that ended up costing me $800 MORE. Even though I booked the first flight 2 months ago. Then I tried to make sure that my rental car would be there and she ended up pawning me off on enterprise which enterprise would NOT deal with me because again it was done through Expedia. We couldn't get our rental car because it was over the 24hrs hold. Ended up having to cancel it and refund would be 6-8wks and rent another car from another company costing me $300 out of pocket again. I am so very angry and upset that Expedia RUINED my entire once in a lifetime trip. If it wasn't for my best friend's mother loaning me the money we wouldn't have been able to do and would have lost almost $5000 total for the entire trip.
Expedia.com Response
• Apr 26, 2019
April 26, 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 flight reservation. We understand Ms. is requesting a refund compensation as the airlines cancelled her outbound flight reservation due to weather.
Our records indicate that on February 25, 2019, Ms., or an authorized user of her account, self-booked a package reservation using Expedia’s website, under itinerary ***. Travel was with ***, departing on April 18, 2019, returning on April 22, 2019, from Dallas, Texas to Los Angeles, California. The car rental reservation was with Enterprise, with a pick-up date of April 18, 2019, and a return date of April 22, 2019.
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves 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 operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airlines’ policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
We hope and expect that Ms.’s travel will be a flawless event, but should any unforeseen circumstances arise, we anticipate that the companies with which we do business with, will step in to fix whatever difficulties occur. We regret what transpired, but due to the information provided above, we are unable to honor Ms.’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.
I set out to use Expedia to book a reservation for a hotel. I found the rate and put in my credit card information to hold the rate but my bank declined the transaction and the reservation did not go through. After I spoke with my bank I went back to Expedia but their rates had gone up in price so I decided to shop around for the same motel which was the *** at *** and I found a better rate than what Expedia was currently offering so I booked with them. Expedia kept trying to authorize my credit card after my card was declined and have taken 84.95 for "Store Purchase EXPEDIA ***". I have spoken with their customer service department and they are clueless as to what to do. They have not called me back, emailed or responded to my refund request.
Expedia.com Response
• Apr 26, 2019
April 26, 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 for a refund in the
amount of US$84.98.
Our records indicate that
on March 20, 2019, Ms., or an authorized user of the Expedia account
self-booked a nonrefundable hotel reservation using Expedia’s website, under
itinerary ***. As the e-mail address, phone number, and name on the
Expedia account do not match the information provided by Ms. in this
complaint, we are unable to provide additional information about the booking.
We ask that Ms. please provide us with the e-mail address or phone number
associated with the Expedia account. This will enable us to appropriately
address her concerns.
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
• Apr 26, 2019
Complaint: ***
I am rejecting this response because:
The email address was ***@gmail.com and the phone number was *** but this not to relevant to case as I have different emails to keep my personal and business ventures organized. I never received an email or itinerary because Expedia explicitly stated my card was declined. After I spoke with my bank and went back to try another card later that night the same offer was no longer available on Expedia so I did not opt to use their service. Expedia declined my card then continued to try and authorized my card with no reservation information EVER given on screen, via email, text or phone.
Sincerely
Expedia.com Response
• May 02, 2019
May 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding
the Revdex.com consumer rebuttal from Ms. *** (Revdex.com case number ***).
We regret to hear Ms. did not accept our response.
Our records indicate that
Ms. has an account with Expedia under the name of ***, with the email
address, ***.***@gmail.com. We
can confirm that Ms.’s account did not have any activities nor an active
billing history. Under ***’
account, we verified Ms. used her *** credit card to purchase
the itinerary number *** in the amount of US$84.98.
Nonetheless, we called the
vendor and confirmed the following:
The hotel
reservation under the name of *** was booked through Expedia Website
There was no
reservation under the name of ***
The payment
was processed by Expedia
Based on the above, Expedia is unable to honor the refund
request. Again, we thank you for allowing us the opportunity to address Ms. concerns. If you have any
other questions, please do not hesitate to contact us.
I used Expedia to book a flight from Atlanta to Amsterdam on April 5th 2019. A return flight was booked on April 13th 2019. The return home flight was cancelled or never actually purchased (Fraudulent) and I was not contacted nor notified. I was told by a Expedia Supervisor (Cherry) that the return tickets were not gong to be valid for a reschedule or a refund. I would need to purchase new tickets in order to get home. Since I needed to return to Atlanta the next day I purchased two one way tickets that cost me more than the original round trip tickets just to finally get home as we were stranded in another country. Expedia denies any responsibility and even though I purchased the trip cancellation and trip interruption insurance the company denies coverage based on general terms in the contact that are debatable.
Expedia.com Response
• Apr 27, 2019
Tell us why here...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 flight. We understand *** is requesting a refund.
Our records show on January 21, 2019, ***, or a person authorized for the account booked flights with *** for two passengers traveling from Atlanta, GA, USA, to Amsterdam, Netherlands, departing on April 5, 2019 and returning on April 13, 2019 via Expedia itinerary ***. The Travel Protection Flight Protection Plan was added as well for both passengers with Travel Guard.
On April 12, 2019 the customer contacted Expedia, after using the outbound flight, stated that *** canceled their return flight, and that they purchased new tickets to return with. We contacted the airline multiple times to advocate on behalf of the customers to request a refund, which has not been processed.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** 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 airline to complete the refund requested for the return flights.
In this case we would refer the customer to contact the insurance company or their credit card company regarding their benefits.
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 car rental through Expedia for 4/13 - 4/16 at a rate of $51.16. I was ultimately billed by *** for $383.46. I contacted Expedia to remedy the situation. I explained that *** was not honoring their $51.16 rate (I was billed nearly $150 for the base price). Additionally, I requested GPS when booking through Expedia but they failed to tell me that cost was excluded from the $51.16 rate. Expedia said there was nothing they could do about it. They simply pushed the issue onto *** and refused to assist me in getting a refund.
Expedia.com Response
• Apr 26, 2019
April 26, 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 car rental reservation. We understand Mr. is requesting a refund of $332.30 for the difference in cost from Expedia’s reservation and the actual cost paid upon the car rental pick-up.
Our records indicate that on April 10, 2019, Mr., or an authorized *** of his account, self-booked a “Pay Later” car rental reservation using Expedia’s website, under itinerary ***. The reservation was with ***, with a pick-up date of April 13, 2019, and a return date of April 16, 2019
Upon receipt of Mr.’s complaint, we researched the issues brought to our attention. Expedia reached out to *** to advocate on Mr.’s behalf, to verify the claimed charges on his credit card. *** stated that the total charge of the booking was $131.72 to which, included a requested field service option for pre-paid gas.
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. *** was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Any unforeseen circumstances that have occurred through the vendor services offered, would need to be addressed directly through these providers.
While we regret Mr.’s experience was not as we would have hoped, but based on the information above, Expedia is unable to honor his refund request, because the funds are not held by Expedia. However, since we value Mr. as a customer, we have applied a $100.00 Expedia Travel Coupon to Mr.’s account. The coupon will expire on May 31, 2020 and is valid toward the future purchase of a “Pay Now” hotel reservation, either as a stand-alone hotel or a vacation package. The coupon will appear in the booking path of Mr.’s next qualified reservation. For additional terms and conditions, please advise Mr. to use the link provided within the Expedia account.
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.
Expedia travel did not provide the service they were hired for, for my vacation. Therefore I am requesting a full refund for my airfare.
In the month of February I planned and scheduled a trip with Expedia travel. I booked 2 ticket round trip for my wife and I for the day of April 3, 2019 to fly out of Miami International Airport at 5:30 am flight. And to return from Hartfield Atlanta airport April 8, 2019 back to Miami . Upon arrival to the airport as we went in to check our luggage we were notified that the tickets said from Atlanta to Miami for April 3,2019 and Miami to Atlanta April 8 2019. we called Expedia and spoke to a rep that said he will call us back when Expedia opens at 8 to assist us. I asked the rep can you please fix the flights correctly, if you don't then we will miss our flight from Miami to Atlanta at 5:30 am. The rep said there was nothing he could do except refund my money for the rental car service. So we were left stranded and no one to help my situation. I kept asking instead of the refund can you just fix the flight the rep said he could not and had to wait until Expedia open. He said he had to check the date the flight was booked to see if it was my mistake in the booking and not Expedia. Unfortunately I never got a phone call back just a voicemail about 9:30 am stating that they looked at the booking and it was not their fault so there would not be a refund. I realized Expedia never sent me a confirmation email when I booked the flight and the put the responsibility on me. They never called back to apologize or try to fix the mistake that was done by them.
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 flights. We understand *** is requesting a refund.
Our records indicate on March 12, 2019, ***, or a person authorized for the account, self-booked a package for two passengers including roundtrip flights with *** traveling from Atlanta, GA to Miami, FL, departing on April 3, 2019 and returning on April 8, 2019. The package also included a standard SUV with T *** for five days, for pick up on April 3, 2019, as well as Travel Protection plans with Travel Guard.
The terms and conditions were provided and accepted at the time of booking and an email confirmation was sent to the email address provided for confirmation. The terms and conditions for the flight advised that it was nonrefundable with no changes allowed.
We reviewed our records and found there were no errors in the booking process. As such, we will not be able to provide any compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
I paid for 5 days/nights vacation through Expedia Travel Service beginning April 10 thru April 15th. This reservation was made in early February 2019, however later in February, I contacted Expedia to inform them I needed to change the dates to April 12th thru April 17th. Expedia messaged me informing me that they contacted the Hotel and the change was made and everything was set.
Upon my arrival at the hotel on April 12th, I was informed that they listed me as a"no show" on April 10th and was also charged for the night of April 11th. My check-out date was still shown as April 15th and I would have to leave on that date. Clearly, the Hotel never received the date change that I requested and to which Expedia told me the hotel OK'd the change and everything was set.
Not only did I pay for two days that I never stayed at the Hotel, but I now had to change my flight arrangements to reflect my new flight date. Of course, the airlines charged me "change fees" because of this hotel mishap. Both Expedia and the hotel (***, Boracay Philippines) are pointing fingers blaming the other for the problem mixup. Unfortunately, I am the *** on the outside looking in and having a 5-day vacation turn into a 3-day vacation even though I paid for 5 days. The added expense of the airfare change fees was an additional unanticipated expense.
Expedia.com Response
• Apr 26, 2019
April 26, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a $168.00 refund for the additional hotel stay and his airline exchange cost for $186.10, for a total refund of $354.10
Our records indicate that on February 7, 2019, Mr. booked a five-night reservation at The *** via itinerary ***.
We understand Mr. contacted Expedia on February 20, 2019, wanting to change the hotel check-in date to April 12, 2019 and checkout on April 17, 2019. Our representative called the hotel and they advised the dates were not available. Per the hotel’s request, our representative sent the hotel an email and asked to change the dates to April 12-17, 2019. The hotel responded back to send and amended booking of the reservation. On February 23, 2019, Expedia sent Mr. an email advising the hotel accepted the date changes of April 12-17, 2019. From April 10, 2019 through April 14, 2019, numerous emails were sent between Mr. and Expedia regarding the reservation date change. Expedia sent an email advising the reservation was not honored by the hotel due to availability. Mr. responded back advising he had received an email advising the hotel accepted the change back on February 19, 2019. *** emailed
Expedia advising they could not amend the travel dates and could no longer allow free a amendment to the reservation. On April 11, 2019, Mr. called in and wanted to make sure that the changes were processed and reflect April 12-17, 2019. Our representative advised per previous documentation the hotel approved the change. On April 17, 2019, Mr. called in to reconfirm check in and check out date. Mr. also request proof of the email stating the hotel approved the dates to be changed. Our representative reviewed the details and emailed a copy to the customer. On April 22, 2018, called Mr. and left a message that we were sending an email and that we require a copy of the hotel receipt showing their charge.April 6, 2019, advising when he arrived at the hotel, the hotel did not provide the room that he reserved. The hotel provided him a smaller room than his reservation and did not want to refund any difference in price. Our representative called the hotel and was advised to send the hotel an email.
After further research, Expedia was able to review the cancellation and change policy of the *** which is non-refundable. Upon review of the confirmation email the room detail shows the room information has to be passed onto the hotel and are subject to availability. The email that was sent to the hotel has not been responded to and multiple calls to the property have gone unanswered.
Expedia is unable to make a determination in this case until Mr. responds to the email that was sent to him asking for the hotel bill. Expedia needs to review the billing before we can make a decision on any outcome. The airline charges Mr. is requesting would also requires a bill statement since his Expedia account does not have a flight booked.
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...
Expedia.com Response
• May 01, 2019
May 1, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We have received the rebuttal along with the requested documentation.We are again responding to Mr. complaint regarding the hotel date change and the his personal flight change.Expedia has contacted C *** and they have confirmed there was a rebooking charge for 3382.72 PHP equal to $65.41, the original ticket was 7683.80PHP for a total of 11066.52PHP. The hotel cost was $831.05, per day $166.21. Based on the above, we have issued a refund for Mr. flight rebooking cost (3382.72PHP = $65.41) and one-night hotel $166.21 cost for a total of $231.62. The refund has been added to the original card that was charged for the Expedia reservation. Expedia has emailed Mr. a refund receipt and the refund can be expected to be seen on the card in three to seven business days.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 01, 2019
Revdex.com:
Although one flight change was attached in my last message to the Revdex.com, it did not appear when I submitted those last documents. However, because I wish to put this entire episode behind me I will accept the settlement provided by Expedia. This entire episode could have been avoided if Expedia, at the time, simply paid the Hotel the one-day cost they are refunding to me.
As a result, I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I made a reservation with ***, using Expedia Booking Agency as third party, Expedia claimed the cost of the room was going to be $577.32. Expedia billed me for $577.32 and emailed me a receipt for over $700.00,with added Resort fee's, other fee's and taxes. I immediately called *** and Expedia and cancelled the reservation. Expedia would not cancel the reservation, so I called my Credit Card Company to dispute the charge. Expedia finally cancelled the reservation after more than a month, but would not refund my money, stating I waited to late. I gave the the customer service representative proof of when I cancelled on 3/11/2019 at approximately 4.20pm, approximately five minutes after I made the reservation. Expedia offered to settle with me for $412.00 and a $100 coupon, then $417.00 and a $200.coupon, I chose not to do it, I feel entitled to a full refund because I did not get what I was told. Expedia has this written on their Webpage (NO EXPEDIA CANCELLATION FEE TO CHANGE OR CANCEL ALMOST ANY HOTEL RESERVATION) EXPEDIA does not provide their rules, until you're emailed a receipt, then you see their rules and regulations.
Expedia.com Response
• Apr 22, 2019
April 22, 2019Revdex.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 Mr. ***, Revdex.com case number *** regarding his request for a full refund.Our records indicate on March 10, 2019, an Expedia representative booked Mr. *** a four-night reservation at *** via itinerary ***. Expedia immediately emailed a confirmation itinerary to the email address on the Expedia account. Mr. called back in to cancel the reservation because he stated it was too expensive, he says he told the booking agent to choose a hotel with the cheaper price. Our representative reviewed the details of the hotel and it is noted “do not contact property”. Our representative had to escalate the call to have the call pulled. The call was pulled, and it was determined that our representative advised Mr. the total charge by Expedia was $577.32. An email was sent to Mr. advising the all had been listened to and he was advised his charge amount was $577.32. Mr. replied he would see us in court. On April 16, 2019, Expedia received a dispute and accepted the charge-back. On April 17, 2019, Expedia received a complaint from Mr. advising that he will be reporting Expedia to Revdex.com and will file a law suit. Our representative reviewed prior cases and its was noted that Expedia had already investigated the concerns and Mr. agreed with the price when the representative created he reservation. The refund requested was denied.
After further review on April 22, 2018, Expedia reviewed the details, call recording and the specific documentation of April 16, 2019. The record is documented that Expedia accepted the charge-back from the financial institution. The financial institutions dispute was accepted, and they should have issued Mr. a refund of the charge.
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 hope you understand we must adhere to the policies dictated by the airlines. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition , at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Travelscape Companies. The Travelscape Companies 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 Travelscape Companies 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.
Mr. should review the dispute he filed with his financial institution, since as of April 16, 2019 Expedia accepted the charge-back. His financial institution should have issued the refund amount back to his account.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
I am complaining about travel booking and services rendered by Expedia on 4th March 2019. I booked a hotel and flight to San Francisco using Expedia booking services. At the time of booking, Expedia failed to inform me that the hotel was under heavy construction. At the time of arrival, I noticed my room was full of dust and workers were cutting and installing panels precisely out of my room. There was a scaffolding out of the window making it extremely unsafe. The hallway was full of dust, and I couldn't breathe. At 3 pm I called Expedia and explained the situation; they told me to go to reception and cancel the booking. Expedia failed to find a comparable hotel. I had to stand outside for 2 hours making phone calls to find a hotel that had a vacancy; this was during an *** seminar in San Francisco making it impossible to find a room. Since I was making a booking right on the same day, the prices were 3x the regular price which caused me to have to pick a much lower quality hotel. Moreover, I also had to pay for transportation to get to the new location. Therefore, I am asking for compensation covering the loss of time and money; this is a loss of $400 for each night of the booking plus $200 for the inconvenience and cost of transportation.
Expedia.com Response
• Apr 19, 2019
April 19, 2019Revdex.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 Mr. ***, Revdex.com case number *** regarding his request for $1000 compensation to cover for extreme inconvenience and loss of money.Our records indicate on February 28, 2019, Mr. *** or an authorized user of the account purchased a round trip flight departing March 4, 2019 from Burbank, CA arriving San Jose, CA and returning on March 6, 2019, from San Jose, CA to Burbank, CA; along with a two-night hotel reservation at ***, via itinerary ***.Upon receipt of your complaint, we investigated the issues that were brought to our attention. We have been able to confirm March 4, 2019, Mr. called in stating he checked in at the hotel and the hotel is under construction and he’s not happy. Our representative called the hotel to confirm. The hotel authorized the reservation to be cancelled without any penalties and fully refunded. Our representative advised Mr. and he stated he is not ready to pay for a new hotel and wants to speak to a supervisor. Our Supervisor took over the call, reviewed the details, and offered the option to change the reservation to a nearby property. Offered *** hotel paying only $0.90 price difference. Mr. stated that Booking.com price per night was around $160 and Expedia also. Our Supervisor advised that the other option is to cancel and receive a full refund, if he is seeing better deals he can take advantage of it. Mr. was not ok with the offer. Our Supervisor offered to check on our website and the prices were $580.42 more expensive than originally. Our Supervisor restated the option to change but Mr. stated he wanted to cancel and get refund and he will sue Expedia later.
After further review Expedia was able to review the detailed notes on what transpired on the reservation. Since the hotel authorized a full refund without a penalty, we were able to process that since Mr. was not interested in any offer our Supervisor made.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 hope you understand we must adhere to the policies dictated by the airlines. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition , at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Travelscape Companies. The Travelscape Companies 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 Travelscape Companies 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.
Expedia is not able to honor Mr. request for compensation or a refund of loss of money. As a courtesy we have applied a $50.00 hotel voucher to your Expedia account. The voucher is valid for a ‘pay now’ hotel and valid for anyone that is booked through your account. The voucher expires on May 31, 2020. The terms and conditions are listed on the voucher.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...
Customer Response
• Apr 19, 2019
Complaint: ***
I am rejecting this response because:
Probably the worst response a business can provide, let me share with you some photo of the hotel you booked for me. the replacement was a motel, I could have booked a decent hotel with the money I paid but your so called customer relationship manager kept offering me a motel in replacement. I truly consider this a fraud. although you might have yourself covered with legal jargons I assure you I will share this story for who ever I know to learn what level of service expedia is offering. Revdex.com please take a note.
My issue is similar to what other people have posted about Expedia recently. Expedia has a rewards system that customers use to accumulate nights stayed/money spent on their website. I had accumulated 14 nights, (01/18, 01/25, 02/03, 02/21-02/25, 02/25 - 03/02, 03/23. As of 03/14/2019 I had accumulated 14 nights stayed and I had spent $6,000 on their website. It showed that on their app and on the website. On 03/15, I called expedia to use an american airlines credit I had received when I purchased and cancelled a flight (This cost me $200 in a loss to change my ticket). On March 15th, after expedia used my american american to purchase a new flight for my, my existing points for money spent as well as days stayed dissipated. They were deleted and vanished into thin air. I called expedia an voice my concern with this on March 15th. I was told on March 15th that they would get my my points back. and I should hear back from Expedia in 5 business days on the outcome. A week went by, I heard nothing. I then reached out again to see the status (***) and I was told it would be an additional week an a half. Keep in mind I am trying to use these points and book a vacation for my family. I called again on 04/16/2018 and spent 220 minutes on the phone getting bounced around after finally getting transferred to the corporate dept who said they didn't have any records of me ever filing a report. I aim filing this report because I have exhausted all resources I can to try and get my points back. As you can see from other complaints this has happened to other people recently and Expedia has taken zero accountability for their service and they don't give you a way to speak to someone directly about this. Everytime I try and get a status update I had to start over from scratch. Please help me.
Expedia.com Response
• Apr 25, 2019
April 25, 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 his Expedia Loyalty Rewards balance. We understand Mr. is stating points are missing from his account.
Upon receipt of the complaint, we can confirm Mr. has a total of 17 bookings in his Expedia account. The following seven bookings were either cancelled or refunded in full: ***, ***, ***, ***, ***, ***, ***. As such, they do not qualify towards rewards status nor do they provide loyalty points. We have verified Mr. currently has an available balance of 5,246 points and 9,615 pending points.
Please note the following applicable Expedia Rewards program details:
The customer does not earn points for a cancelled reservation or for the portion of the booking paid with a coupon or with Expedia Rewards points.
Only hotel bookings of USD 50 or more count toward Silver and Gold qualification, before points or discounts are applied.
Qualifying spend amounts include Expedia fees but not third-party taxes and fees.
The points earned through booking reflect as Pending in the customer’s rewards account and post to the account as Available 30 days after travel is completed with some exceptions:
Points for pay later hotel bookings (or Hotel Collect bookings) post 35 days after travel is completed.
Points for car-only bookings post up to 90 days after travel is completed and confirmation is received from the vendor.
Furthermore, the full terms and conditions of the Expedia Rewards Program is available for review using the link below:
While we regret Mr. experience was not as we would have hoped, based on the information provided above no points are missing from his account. We kindly request that Mr. log in to his Expedia account to verify his itineraries for the accuracy of his points.
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
Expedia.com Response
• May 23, 2019
May 23, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint
Department
RE: Expedia
Case # ***
Dear Revdex.com,
Thank you for
forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We have
reviewed the information Mr. provided to further address his concerns.
Upon detailed investigation of all itineraries in the customer’s Expedia account,
we’d like to provide the following breakdown, confirming all points, nights,
and amounts spent showing on the account are correct:
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not
eligible for points, hotel nights, or amount spent
*** – paid fully using a coupon; not
eligible for points, or amount spent; 1 hotel night earned
*** – $3158.66 amount spent, 6317 points
and 4 hotel nights earned:
Flight
cost: $1034.00 base price + $384.34 taxes and fees = $1418.34 total
Hotel
cost: $1990.56 base price + $49.76 taxes and fees = $2040.32 total
$200.00
coupon used + $100.00 refund issued = $3158.66 total amount paid.
Hotel
booked on the Mobile App: $297.00 base price + $38.58 taxes and fees = $335.58
total cost
$200.00
coupon used, $135.58 total paid
*** – 355 points earned, 1 hotel night
earned, $50.51 amount spent:
Hotel
booked on the Mobile App = $150.00 coupon used, $50.51 total paid
10%
Silver member bonus + VIP Access bonus
*** – 133 points earned, not eligible for
hotel nights, $99.01 amount spent:
Car
rental booked on the Website, 5379 points redeemed towards the payment, $60.58
total paid = $99.01 total cost of the booking
10%
Silver member bonus
A manual point
adjustment was made on May 22, 2019, adding 440 points - additional/not included
in the above calculation.
Total points
earned: 17178
Total points
used: 5854
Total nights
earned: 16
Total amount
spent: $5554.66
Please see
below for terms of the Expedia Rewards program applicable to the customer’s
bookings:
Mobile
App bookings earn x2 points
Standalone
hotel bookings do not earn points on taxes and fees, only on base price
Earn
points:
Flights
= 1 points per $5
Hotels
= 2 points per $1
Packages
= 2 points per $1
Standalone
Car = 2 points per $1
Tier
qualification:
7 to 14 nights, or $5000
total spending needed = Silver
15 or more nights, or $10000
total spending needed = Gold
Minimum
hotel booking value (per night) must be $50.00
The
customer does not earn points for the portion of bookings paid with a coupon or
with Expedia Rewards points
The
customer cannot earn room nights or qualifying spend for cancelled bookings
Protection
Plans do not earn points.
We can confirm
the customer’s account currently shows 2213 available and 9551 pending points,
13 confirmed and 3 pending hotel nights, and $5320.07 spent and $234.59 pending
spent amounts, which matches the above breakdown.
All pending
points, hotel nights and amounts spent should appear in the customer’s account
within 35 days after travel is completed. For Car-only bookings points will
post up to 90 days after travel is completed and confirmation is received from
the vendor.
We thank you
for allowing us to address this matter further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Customer Response
• May 29, 2019
Complaint: ***
I am rejecting this response because:
when I spoke with Expedia to use my credit for an american airline flight, I had already accumulated the points. When I booked a new trip the points then went into a pending status and I wasn’t able to use my points which I’ve paid over $5000.00 for. The representative never told me my points would go away or go into “limbo” and I was adversely affected by not being able to use them.
I did use Expedia to book hotel on date 04/05/2019 in evening for same date for ***. I was traveling on same day at night for business meeting next morning. My plan was to reach Sacramento next morning 04/06/2019 get ready and refreshed in Days inn hotel and go for meeting. I reached there in morning and they told me that they gave my room to someone else as no show up. I asked for refund and they told me to contact Expedia and I am Expedia customer and not their customer. I contacted Expedia and they also refuse to give refund and told me that I should have contacted them. I have Expedia itinerary where it is clearly stated that room is confirmed and no need to contact them, in my itinerary, it is clearly mentioned that late check in is totally fine and that was reason I didn't contact anyone about the same.
Expedia.com Response
• Apr 22, 2019
April 22, 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 and compensation.
Our records indicate on April 5, 2019 ***, or a person authorized for the account, self-booked a one-night hotel reservation with the ***, for check in on April 5, 2019 for $91.99, via itinerary ***.
A refund of the hotel reservation was provided on April 22, 2019 in the amount of $91.99 to the original form of payment on the reservation. The refund timing varies based on the processing time of the credit card company.
Expedia provides items from travel suppliers such as airlines, hotels and car rental agencies. The terms and conditions come from the travel providers, as do inventory. We hope you understand that we cannot supersede the travel supplier.
The Terms of Use were agreed to at the time of booking. They include:
· Expedia is not liable for any costs incurred due to hotel relocation.
While we regret to hear of any inconvenience experienced, based on the information provided we will not be able to provide compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Customer Response
• Apr 22, 2019
Complaint: ***
I am rejecting this response because:
I think business is not honest and treating customer fairly. Compensation I asked for is not because of hotel relocation but is was for my damages because of false promises in itinerary. They are also saying that they can not supersede amount, but they already offered me $200 coupon when I called them the day this happened, so that is also false statement. I would like to know from business if they are ready to resolve this or should I go further and take more steps related to this.
I CAN NOT get hold of EXPEDIA customer service by any phone number. I am on hold for 60 minutes every time I dial them and nobody even pick up the phone. Expedia CANCELLED and rebook one of the flights (one leg) without even thinking that it's not enough time for layover. This change of my ticket is unacceptable and I request a business call me back and change the flight so my mom has enough time to go through the customs in Seattle from Amsterdam and then board the plain to LA!
Expedia.com Response
• Apr 17, 2019
April 17, 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, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting to be contacted by Expedia regarding an Airline Schedule Change that has occurred on her reservation.
Our records indicate that on January 24, 2019, Ms., or an authorized user of her account, self-booked a flight reservation for Ms. ***, using Expedia’s website, under itinerary ***. Travel was with KLM and ***, departing on September 24, 2019, returning on October 29, 2019, from Kiev, Ukraine to Los Angeles, CA, USA.
Upon receipt of the complaint, we can confirm that on April 15, 2019, Ms.’s concern has been resolved. Ms. contacted Expedia, seeking alternate flights for the reservation. Ms. accepted to exchange her outbound flights with a stop-over in Paris, France instead of Amsterdam, Netherlands on April 15, 2019.
Thank you for allowing us to address this matter further. As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.
Process an online car rental through Expedia from April 4
Through April 14 2019 itenirary #*** - car rental
Was to be used in Dominican Republic. When arrived for pick up
I was informed that $450 wa suppose to be paid for car insurance
At which time I refuse to rent a car. Contacted Expedia to teceive my
$194.92 and refund was decline. That’s the reason for my complaint never
Used car and Expedia is refusing to refund me my money for an unused
Car rental.
Expedia.com Response
• Apr 19, 2019
April 19, 2019
Revdex.com
Expedia.com – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia.com Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint id #***) regarding a car rental refund request.
On April 04, 2019, Ms. self-booked a car rental reservation via itinerary ***. The total cost was $194.92 and the trip was set to start April 4, 2019. We understand from Ms.’s complaint she did not wish to pay for the car rental insurance which *** provided so she rented elsewhere. Ms. is requesting a refund of $194.92.
After researching the complaint and reviewing the calls made to the car rental company we were able to determine that the car rental company did not allow a refund. While the car rental company may have allowed a refund had the customer informed them she wished to cancel without penalty, they were never advised. As a courtesy Expedia will provide a full refund of $194.92 since the car rental was not used. The refund is made immediately and will typically show as a credit on Ms.’s account within 3-7 business days depending on her financial institution. In the future we suggest that the customer confirm with the rental car agency that she will not be charged in case she decides not to use the reservation.
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.
They suck, customer service reps are terrible. Booked fights and hotel to World Cup France and noticed immediately the returning airport was wrong. Called and rep said she could cancel or it would be quicker if I did it. Great I did cancel flight and hotel, re booked correct flight and same hotel, ***, and Expedia refunded flight and not original hotel booking. Although I stated to rep why don't I just change flight, she stated it would be best to just cancel everything and start over. Well Expedia and *** have sent me through over 3 hours of phone calls 4 levels of managers and told to wait for a call back on a reservation I still have for the same dates, the second time around. Are there brains in this world or have the millennials checked out.....
I booked and paid for the reservation through Expedia. The *** behond the desk decided to also charge my debit card; when I pointed this out to him he claimed to have issued the refund (he did not). Today I went in to ask again and the guy there said I needed to make an appointment to speak to management and threw me out.
April 30,
2019
Revdex.com
Alaska,
Oregon & Western Washington
Complaint
Department
Re: Expedia
Case #: ***
Dear Revdex.com,
Thank you
for taking the time to contact Expedia regarding an issue from our customer. We
appreciate the Revdex.com (“Revdex.com”) allowing us time to address the
comments and concerns brought to our attention.
Expedia is
responding to the consumer complaint from Mr. *** (Revdex.com case number
***) regarding a hotel reservation.
We understand Mr. is requesting a refund in the amount of $127.20.
Our records
indicate that Mr. has several past-dated hotel bookings made using
Expedia.com. Regrettably, his complaint does not provide a specific itinerary
number, and the information provided does not match the bookings we were able
to locate. On April 26, 2019 and April 29, 2019, we reached out to Mr.
via phone to inquire of additional information regarding his booking but were
unable to reach him.
We regret
Mr.’s experience was not as we would have hoped and would like to assist
him further. We kindly request that he responds
to this complaint providing the itinerary number in question, and the e-mail
address used for the booking. This will allow us to conduct research and
address his concerns accordingly.
Sincerely,
Cindy G
Corporate
Correspondence Team
Complaint: ***
I am rejecting this response because: don't believe them when they say they cannot find the visit. I deleted the confirmation email from Expedia but their record should show a visit for me on the 13th of April. My bank account certainly shows it
Sincerely
I believe I was a victim of a Bait and Switch scheme by Expedia.
4/17/19 9:30-Using Expedia's online travel platform at Expedia.com, I booked 1-way flight for 2 pasgrs *** from Seattle to Phoenix travel date 5/10/19. Fare $79.00 During booking, I upgraded for $49/seat so that I could choose seats together. New price per ticket $131 plus taxes & fees=$155/ Free cancel w/in 24 hrs. During booking I was unable to add traveling companion's frequent flyer # to reservation because per Expedia his name did not match the *** mileage program-middle name spelled out on passport and was an "H" with ***. Within 24 hrs of booking my companion added his full middle name to his mileage account however still unable to connect frequent flyer # to reservation made with Expedia
On 4/21 Rec'd email from Expedia "Please select a new seat for your upcoming flight" because the seat assignment may require preferred status with the airline. What? I paid $98 to upgrade to these seats. Now the only seats available are ctr seats, not together, tried again to add number
4/21 (Easter Sunday) after speaking to at least 9 different individuals (located in India) over a 2-hour period an escalation Supervisor told me I would receive a refund of $150 to refund the upgrade & compensate me for having to sit in a center seat between two strangers. Not happy but OK. Incidentally Expedia able to add frequent flyer number
4/22-Rec'd call from new escalation supervisor who after a very long explanation advised that he had decided I would would not receive the refund "I requested" 4/21 or any refund at all. I told him I didn't request it, it was offered to me! He did offer that I could pay another $49 to upgrade the seats.
4/22-Contacted *** and was advised that Expedia did not send *** the additional $98 that I paid to upgrade the reservation
Called Expedia 4/22 and was engaged in a shouting match with an individual who was not helpful
April 30,
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 her flight’s seating assignments.
Our records
indicate that on April 18, 2019, Ms., or an authorized user of her
Expedia account, self-booked a flight reservation using Expedia’s website,
under itinerary ***. The reservation is for a one-way flight from
Seattle, WA to Phoenix, AZ on ***, departing on May 10, 2019. The
total cost of the booking is $310.60 - $131.16 base fare and $24.14 total tax
per person, for a total of $155.30 per person.
Upon further
review we can confirm that during the booking process Ms. selected a “Saver”
fare for a total of $270.00 but later changed her selection to “Main” fare, for
the final price of $310.60. Restrictive fares such a “Saver” are different from
“Main” Economy fares. These fares are usually available at a significantly
lower cost and have more restrictions and ancillary fees, such as no free
checked bags and no seating selections.
Expedia serves
as a third-party intermediary with travel providers such as hotels, car rental
agencies and airlines and is subject to the rules and restrictions of those
providers. *** is the operating carrier
and merchant of record (the entity that received the funds and the company that
charged the credit card) on this booking. We
hope you understand we must adhere to the policies dictated by the vendor.
Expedia does not have a record of
additional charges associated with seat assignments made on our website;
however, using the airline’s website we confirmed the customer paid $49.00 per
person for Premium Class seats 9A and 9B. Our website allows customers to make
a seat request, but advises that seat choice is
not guaranteed, and urges customers to check with the airline directly to
confirm their seat selection. Based on the information provided above, we
recommend the customer contacts *** directly to confirm her seating
assignment.
We regret Ms.
***’s experience was not as we would have hoped, and
any subsequent inconvenience caused. Expedia welcomes customer feedback in our
ongoing effort to improve upon the customer experience.
We thank you
for allowing us the opportunity to address the issues brought to our
attention. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate
Correspondence Team
I filed a complaint on Revdex.com regarding to Expedia agent's incorrect advice to dispute with credit company for cancelled tickets. The advice resulted in a loss of $277 due to rebooking of air tickets. I was contacted by an Expedia representative who said that Expedia would refund $277 if the recording showed the advice from the agent. The representative listened and agreed that the agent had advised dispute with the credit company. However, no refund was given.
Tell us why here...
April 24, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com 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 flight reservation. We understand *** is requesting a refund of the difference between his departure flight that was cancelled from San Francisco, CA to Los Angeles, CA and the new flight he had to rebook totaling $277.00.
Our records indicate that on March 6, 2019, ***, or an authorized user of his account, self-booked a Combined One-Way flight reservation on Expedia’s website, under itinerary *** and a second itinerary ***. Both itineraries were departing San Francisco, CA to Los Angeles, CA on April 3, 2019 and returning on April 6, 2019.
Upon review of the booking process, we can confirm that the customer never cancelled his itinerary ***. *** booked and reviewed the itinerary but there was no attempt to cancel the flight. *** cancelled the flights due to the dispute with his credit card company, so the customer had to rebook a new one-way flight.
While we regret to hear of Mr.’s experience, based on the above policy Expedia is not able to process a refund of the flight. The agent only provided Mr.’s with advice to contact his bank if the charges was not onto his credit card within three to five business days. Mr.’s went and disputed his charges when he had a second itinerary *** still active with ***. Per the airlines, they can cancel any flights of the customer when disputing with their credit card company. Expedia has no authority over what the airlines will do when the customer dispute charges on their credit card.
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,
Dez M
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
Per discussion with the Expedia representative regarding to this issue, she agreed that the ROOT CAUSE of the problem was the Expedia booking agent's advice to dispute the credit card charge with the bank. The Expedia representative SAID that Expedia would REFUND $277 if the phone conversation recording showed the advice from the Expedia booking agent. The Expedia representative did not believe the Expedia booking agent would advise disputing with the bank, because the correct advice should be to wait for the transactions to settle. The phone conversation recording was listened and it was confirmed that the booking agent did advise disputing with the bank. But now Expedia has rescinded its promise of the refund. This action betrays my trust on Expedia's integrity. And if this continues, I will file another complaint on a more serious issue --- corporate integrity.
Sincerely
I am a booking on the evening of 4/20/2019 at 10:40 pm. The booking was successful but was not allowed to check in. Check in was only until 10 pm. I called expedia and was informed that they could not refund me although I was not allowed to check in. I didn't receive confirmation from the hotel and I am held responsible for a policy that allows you to make reservations although you can not actually check in. I even purchased the protection plan but that was of no use also. I spoke with two manager (Marcela G and Daniel A) at expedia that continue to recite a policy that takes your money without protecting the customers. I was kept on hold for more than 15 minutes and their only resolutions was that I must wait until morning to try to reach the hotel. So I was left stranded.
April 29, 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 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 hotel reservation. We understand *** is requesting a refund of her hotel reservation due to no check-in service upon arrival.
Our records indicate that on April 20, 2019, ***, or an authorized user of her account, self-booked at *** for check-in on April 20, 2019 and check-out April 22, 2019 on itinerary ***.
Mrs. arrived to find the hotel not available at the front desk and contacted Expedia with the request to cancel the reservation without penalties. Expedia contacted the hotel and they agreed to the cancellation with a full refund. The refund in the amount of $1,929.80 was processed on April 21, 2019, to the original form of payment.
While we regret Mrs. experience was not as we would have hoped, but based on the information provided above, Expedia was able to honor the refund request, due to the hotel’s approval.
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,
Dez M
Corporate Correspondence Team
My itinerary number is ***
I paid an additional $120 to choose my seats on both flight segments.
There are four total travellers, including a 3 year old who sits in a car seat and, per FAA regulations, the child must be accompanied and the child must sit in a window seat.
I went to *** and there were only two seats that we could select from in our cabin class. These two seats available were not next to one another. Further, we are being prompted by *** to pay extra to upgrade to select our seats - either in preferred economy, economy plus, or business.
We should not have been charged this fee if we could not select seats in our cabin class.
April 26, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a $120.00 refund for seats he had to purchase in a higher class.Our records indicate that on April 20, 2019, Mr. or an authorized user of the Expedia account booked four combined one way flights, departing May 15, 2019, from Newark, NJ, USA arriving in Providenciales, Turks and Caicos and returning on May 20, 2019. The reservation also included a five-night hotel stay at ***; via itinerary ***.
After further review of this complaint we can confirm via UA you purchase the following seats: 34F, 24C, 23D and 24b departing on May 5, 2019 and returning on May 20, 2019, the following seats were purchased 25C, 25B, 23C and 23B.
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. *** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airlines.
Expedia makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide selection details, including disclosures regarding the non-refundability of hotel bookings on several pages, for review prior to booking completion, including the final payment screen.
In addition, at the time of booking, you agreed to our Terms of Use, which expressly provide as follows:
Additional terms and conditions will apply to your reservation and purchase of travel-related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the airline or other travel supplier, which can be found on the supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
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.
Expedia is not able to honor your request for refund. This charge was charged against you by *** for your seats. If we may suggest, you may go to the UA website ***) and complete their contact customer care section.
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
Complaint: ***
I am rejecting this response because:
Expedia advertised an upcharge to select seats.
Expedia knew that the airline was booked full in this class and they refused to advise that seats could not be selected together in the class that we purchased until after make the purchase.
Expedia's assertion that this is the Airlines responsiblity is a vapid response. Expedia facilitates seat selection all the time on their website, because they share direct data exchange with the airlines. Instead of advising that the plane was full in this class and seats could not be selected together they took the sale and assert a ridiculous lack of responsibility pointing to fine print on the airlines website. It's extremely misleading.
My mistake for using Expedia.
Sincerely
On or about February 22, 2019 I made a rental car reservation with *** through the Expedia app. I was quoted a price of $217.11 for this rental. When the final bill was tallied *** had charged my credit card a total of $697.80. *** claimed that there was limited mileage on the rental and that the additional charges were fees associated with such. They quoted a price of 67 cents per mile over limit. No where in the Expedia confirmation email and reservation does it make any mention of such a fee. Expedia failed to fully disclose all terms of the rental contract this causing me significant additional expense. *** has offered a refund of $267.05, leaving a remaining balance of $213.64 I was overcharged due to Expedia's failure.
April 25, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number regarding a $223.89 refund for the remaining mileage charge.
Our records indicate that on February 22, 2019, Mr. booked a five day rental car reservation with *** via itinerary ***. Expedia has been able to verify the confirmation email was first opened on February 22, 2019, and reviewed twice.
After further review of the account, Expedia has been able to verify on April 25, 2018, there are no calls or documentation on Mr. account. Expedia contacted *** and they advised they refunded $267.50 to Mr. as a courtesy.
After further research, Expedia was able to review the confirmation itinerary. Upon review of the confirmation email the mileage information appeared as follows:
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Based on the above, Expedia is not able to issue a refund for mileage. The original confirmation itinerary was reviewed on February 22, 2019 and it appeared as follows: Mileage: Mileage information is currently unavailable.
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
The response is not acceptable. Neither Expedia nor *** made any effort to reveal important rental terms. Each blames the other and *** acts like they're doing me some sort of favor for refunding half of my money. It seems unlikely that I will recover the other half. Lesson learned, I guess and both businesses have lost any further patronage from me.
Today I showed up for my flight that I booked on expedia.com. I didn't even look at which airline it was with because I trusted Expedia to take care of that for me. I was told that my flight was cancelled. Alaska wouldn't even talk to me because I booked through Expedia. I called them. They told me only thing they could do was fly me out on Saturday! I had to be there by NOON on Friday at the absolute latest or there was literally NO point in going. I paid for the trip of a lifetime and they cancelled my flight and would NOT help me find something else. I finally got to a corporate manager that said they would get me to LAX by 9pm on Friday but I had to get there by Noon. I ended up on the phone with these people for almost 4 hours and NO solution NO help! I talked to a Blanca L. Only thing she would do was issue a refund from the flight that would take 6-8 wks and I had to book a flight on my own that ended up costing me $800 MORE. Even though I booked the first flight 2 months ago. Then I tried to make sure that my rental car would be there and she ended up pawning me off on enterprise which enterprise would NOT deal with me because again it was done through Expedia. We couldn't get our rental car because it was over the 24hrs hold. Ended up having to cancel it and refund would be 6-8wks and rent another car from another company costing me $300 out of pocket again. I am so very angry and upset that Expedia RUINED my entire once in a lifetime trip. If it wasn't for my best friend's mother loaning me the money we wouldn't have been able to do and would have lost almost $5000 total for the entire trip.
April 26, 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 flight reservation. We understand Ms. is requesting a refund compensation as the airlines cancelled her outbound flight reservation due to weather.
Our records indicate that on February 25, 2019, Ms., or an authorized user of her account, self-booked a package reservation using Expedia’s website, under itinerary ***. Travel was with ***, departing on April 18, 2019, returning on April 22, 2019, from Dallas, Texas to Los Angeles, California. The car rental reservation was with Enterprise, with a pick-up date of April 18, 2019, and a return date of April 22, 2019.
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Expedia serves 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 operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Expedia has no control over when, or how often, airline-initiated schedule changes occur. Expedia cannot provide alternative flight options unless approved by the airline and must adhere to the airlines’ policies.
Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Expedia why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.
We hope and expect that Ms.’s travel will be a flawless event, but should any unforeseen circumstances arise, we anticipate that the companies with which we do business with, will step in to fix whatever difficulties occur. We regret what transpired, but due to the information provided above, we are unable to honor Ms.’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,
Erika M
Corporate Correspondence Team
I set out to use Expedia to book a reservation for a hotel. I found the rate and put in my credit card information to hold the rate but my bank declined the transaction and the reservation did not go through. After I spoke with my bank I went back to Expedia but their rates had gone up in price so I decided to shop around for the same motel which was the *** at *** and I found a better rate than what Expedia was currently offering so I booked with them. Expedia kept trying to authorize my credit card after my card was declined and have taken 84.95 for "Store Purchase EXPEDIA ***". I have spoken with their customer service department and they are clueless as to what to do. They have not called me back, emailed or responded to my refund request.
April 26, 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 for a refund in the
amount of US$84.98.
Our records indicate that
on March 20, 2019, Ms., or an authorized user of the Expedia account
self-booked a nonrefundable hotel reservation using Expedia’s website, under
itinerary ***. As the e-mail address, phone number, and name on the
Expedia account do not match the information provided by Ms. in this
complaint, we are unable to provide additional information about the booking.
We ask that Ms. please provide us with the e-mail address or phone number
associated with the Expedia account. This will enable us to appropriately
address her concerns.
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:
The email address was ***@gmail.com and the phone number was *** but this not to relevant to case as I have different emails to keep my personal and business ventures organized. I never received an email or itinerary because Expedia explicitly stated my card was declined. After I spoke with my bank and went back to try another card later that night the same offer was no longer available on Expedia so I did not opt to use their service. Expedia declined my card then continued to try and authorized my card with no reservation information EVER given on screen, via email, text or phone.
Sincerely
May 2, 2019
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia Case #: ***
Dear Revdex.com,
Thank you for forwarding
the Revdex.com consumer rebuttal from Ms. *** (Revdex.com case number ***).
We regret to hear Ms. did not accept our response.
Our records indicate that
Ms. has an account with Expedia under the name of ***, with the email
address, ***.***@gmail.com. We
can confirm that Ms.’s account did not have any activities nor an active
billing history. Under ***’
account, we verified Ms. used her *** credit card to purchase
the itinerary number *** in the amount of US$84.98.
Nonetheless, we called the
vendor and confirmed the following:
The hotel
reservation under the name of *** was booked through Expedia Website
There was no
reservation under the name of ***
The payment
was processed by Expedia
Based on the above, Expedia is unable to honor the refund
request. Again, we thank you for allowing us the opportunity to address Ms. concerns. If you have any
other questions, please do not hesitate to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
I used Expedia to book a flight from Atlanta to Amsterdam on April 5th 2019. A return flight was booked on April 13th 2019. The return home flight was cancelled or never actually purchased (Fraudulent) and I was not contacted nor notified. I was told by a Expedia Supervisor (Cherry) that the return tickets were not gong to be valid for a reschedule or a refund. I would need to purchase new tickets in order to get home. Since I needed to return to Atlanta the next day I purchased two one way tickets that cost me more than the original round trip tickets just to finally get home as we were stranded in another country. Expedia denies any responsibility and even though I purchased the trip cancellation and trip interruption insurance the company denies coverage based on general terms in the contact that are debatable.
Tell us why here...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 flight. We understand *** is requesting a refund.
Our records show on January 21, 2019, ***, or a person authorized for the account booked flights with *** for two passengers traveling from Atlanta, GA, USA, to Amsterdam, Netherlands, departing on April 5, 2019 and returning on April 13, 2019 via Expedia itinerary ***. The Travel Protection Flight Protection Plan was added as well for both passengers with Travel Guard.
On April 12, 2019 the customer contacted Expedia, after using the outbound flight, stated that *** canceled their return flight, and that they purchased new tickets to return with. We contacted the airline multiple times to advocate on behalf of the customers to request a refund, which has not been processed.
Expedia serves as a third-party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. *** 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 airline to complete the refund requested for the return flights.
In this case we would refer the customer to contact the insurance company or their credit card company regarding their benefits.
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 car rental through Expedia for 4/13 - 4/16 at a rate of $51.16. I was ultimately billed by *** for $383.46. I contacted Expedia to remedy the situation. I explained that *** was not honoring their $51.16 rate (I was billed nearly $150 for the base price). Additionally, I requested GPS when booking through Expedia but they failed to tell me that cost was excluded from the $51.16 rate. Expedia said there was nothing they could do about it. They simply pushed the issue onto *** and refused to assist me in getting a refund.
April 26, 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 car rental reservation. We understand Mr. is requesting a refund of $332.30 for the difference in cost from Expedia’s reservation and the actual cost paid upon the car rental pick-up.
Our records indicate that on April 10, 2019, Mr., or an authorized *** of his account, self-booked a “Pay Later” car rental reservation using Expedia’s website, under itinerary ***. The reservation was with ***, with a pick-up date of April 13, 2019, and a return date of April 16, 2019
Upon receipt of Mr.’s complaint, we researched the issues brought to our attention. Expedia reached out to *** to advocate on Mr.’s behalf, to verify the claimed charges on his credit card. *** stated that the total charge of the booking was $131.72 to which, included a requested field service option for pre-paid gas.
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. *** was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Any unforeseen circumstances that have occurred through the vendor services offered, would need to be addressed directly through these providers.
While we regret Mr.’s experience was not as we would have hoped, but based on the information above, Expedia is unable to honor his refund request, because the funds are not held by Expedia. However, since we value Mr. as a customer, we have applied a $100.00 Expedia Travel Coupon to Mr.’s account. The coupon will expire on May 31, 2020 and is valid toward the future purchase of a “Pay Now” hotel reservation, either as a stand-alone hotel or a vacation package. The coupon will appear in the booking path of Mr.’s next qualified reservation. For additional terms and conditions, please advise Mr. to use the link provided within the Expedia account.
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
Expedia travel did not provide the service they were hired for, for my vacation. Therefore I am requesting a full refund for my airfare.
In the month of February I planned and scheduled a trip with Expedia travel. I booked 2 ticket round trip for my wife and I for the day of April 3, 2019 to fly out of Miami International Airport at 5:30 am flight. And to return from Hartfield Atlanta airport April 8, 2019 back to Miami . Upon arrival to the airport as we went in to check our luggage we were notified that the tickets said from Atlanta to Miami for April 3,2019 and Miami to Atlanta April 8 2019. we called Expedia and spoke to a rep that said he will call us back when Expedia opens at 8 to assist us. I asked the rep can you please fix the flights correctly, if you don't then we will miss our flight from Miami to Atlanta at 5:30 am. The rep said there was nothing he could do except refund my money for the rental car service. So we were left stranded and no one to help my situation. I kept asking instead of the refund can you just fix the flight the rep said he could not and had to wait until Expedia open. He said he had to check the date the flight was booked to see if it was my mistake in the booking and not Expedia. Unfortunately I never got a phone call back just a voicemail about 9:30 am stating that they looked at the booking and it was not their fault so there would not be a refund. I realized Expedia never sent me a confirmation email when I booked the flight and the put the responsibility on me. They never called back to apologize or try to fix the mistake that was done by them.
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 flights. We understand *** is requesting a refund.
Our records indicate on March 12, 2019, ***, or a person authorized for the account, self-booked a package for two passengers including roundtrip flights with *** traveling from Atlanta, GA to Miami, FL, departing on April 3, 2019 and returning on April 8, 2019. The package also included a standard SUV with T *** for five days, for pick up on April 3, 2019, as well as Travel Protection plans with Travel Guard.
The terms and conditions were provided and accepted at the time of booking and an email confirmation was sent to the email address provided for confirmation. The terms and conditions for the flight advised that it was nonrefundable with no changes allowed.
We reviewed our records and found there were no errors in the booking process. As such, we will not be able to provide any compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Correspondence Team
I paid for 5 days/nights vacation through Expedia Travel Service beginning April 10 thru April 15th. This reservation was made in early February 2019, however later in February, I contacted Expedia to inform them I needed to change the dates to April 12th thru April 17th. Expedia messaged me informing me that they contacted the Hotel and the change was made and everything was set.
Upon my arrival at the hotel on April 12th, I was informed that they listed me as a"no show" on April 10th and was also charged for the night of April 11th. My check-out date was still shown as April 15th and I would have to leave on that date. Clearly, the Hotel never received the date change that I requested and to which Expedia told me the hotel OK'd the change and everything was set.
Not only did I pay for two days that I never stayed at the Hotel, but I now had to change my flight arrangements to reflect my new flight date. Of course, the airlines charged me "change fees" because of this hotel mishap. Both Expedia and the hotel (***, Boracay Philippines) are pointing fingers blaming the other for the problem mixup. Unfortunately, I am the *** on the outside looking in and having a 5-day vacation turn into a 3-day vacation even though I paid for 5 days. The added expense of the airfare change fees was an additional unanticipated expense.
April 26, 2019
Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the Revdex.com (“Revdex.com”) allowing us to address the comments and concerns brought to our attention. Expedia is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Expedia is responding to the consumer complaint from Mr. ***, Revdex.com case number *** regarding a $168.00 refund for the additional hotel stay and his airline exchange cost for $186.10, for a total refund of $354.10
Our records indicate that on February 7, 2019, Mr. booked a five-night reservation at The *** via itinerary ***.
We understand Mr. contacted Expedia on February 20, 2019, wanting to change the hotel check-in date to April 12, 2019 and checkout on April 17, 2019. Our representative called the hotel and they advised the dates were not available. Per the hotel’s request, our representative sent the hotel an email and asked to change the dates to April 12-17, 2019. The hotel responded back to send and amended booking of the reservation. On February 23, 2019, Expedia sent Mr. an email advising the hotel accepted the date changes of April 12-17, 2019. From April 10, 2019 through April 14, 2019, numerous emails were sent between Mr. and Expedia regarding the reservation date change. Expedia sent an email advising the reservation was not honored by the hotel due to availability. Mr. responded back advising he had received an email advising the hotel accepted the change back on February 19, 2019. *** emailed
Expedia advising they could not amend the travel dates and could no longer allow free a amendment to the reservation. On April 11, 2019, Mr. called in and wanted to make sure that the changes were processed and reflect April 12-17, 2019. Our representative advised per previous documentation the hotel approved the change. On April 17, 2019, Mr. called in to reconfirm check in and check out date. Mr. also request proof of the email stating the hotel approved the dates to be changed. Our representative reviewed the details and emailed a copy to the customer. On April 22, 2018, called Mr. and left a message that we were sending an email and that we require a copy of the hotel receipt showing their charge.April 6, 2019, advising when he arrived at the hotel, the hotel did not provide the room that he reserved. The hotel provided him a smaller room than his reservation and did not want to refund any difference in price. Our representative called the hotel and was advised to send the hotel an email.
After further research, Expedia was able to review the cancellation and change policy of the *** which is non-refundable. Upon review of the confirmation email the room detail shows the room information has to be passed onto the hotel and are subject to availability. The email that was sent to the hotel has not been responded to and multiple calls to the property have gone unanswered.
Expedia is unable to make a determination in this case until Mr. responds to the email that was sent to him asking for the hotel bill. Expedia needs to review the billing before we can make a decision on any outcome. The airline charges Mr. is requesting would also requires a bill statement since his Expedia account does not have a flight booked.
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...
May 1, 2019Revdex.comAlaska, Oregon & Western WashingtonComplaint DepartmentRe: Expedia Case #: ***Dear Revdex.com,Thank you for forwarding the Revdex.com *** consumer rebuttal from Mr. ***. We have received the rebuttal along with the requested documentation.We are again responding to Mr. complaint regarding the hotel date change and the his personal flight change.Expedia has contacted C *** and they have confirmed there was a rebooking charge for 3382.72 PHP equal to $65.41, the original ticket was 7683.80PHP for a total of 11066.52PHP. The hotel cost was $831.05, per day $166.21. Based on the above, we have issued a refund for Mr. flight rebooking cost (3382.72PHP = $65.41) and one-night hotel $166.21 cost for a total of $231.62. The refund has been added to the original card that was charged for the Expedia reservation. Expedia has emailed Mr. a refund receipt and the refund can be expected to be seen on the card in three to seven business days.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:
Although one flight change was attached in my last message to the Revdex.com, it did not appear when I submitted those last documents. However, because I wish to put this entire episode behind me I will accept the settlement provided by Expedia. This entire episode could have been avoided if Expedia, at the time, simply paid the Hotel the one-day cost they are refunding to me.
As a result, 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 made a reservation with ***, using Expedia Booking Agency as third party, Expedia claimed the cost of the room was going to be $577.32. Expedia billed me for $577.32 and emailed me a receipt for over $700.00,with added Resort fee's, other fee's and taxes. I immediately called *** and Expedia and cancelled the reservation. Expedia would not cancel the reservation, so I called my Credit Card Company to dispute the charge. Expedia finally cancelled the reservation after more than a month, but would not refund my money, stating I waited to late. I gave the the customer service representative proof of when I cancelled on 3/11/2019 at approximately 4.20pm, approximately five minutes after I made the reservation. Expedia offered to settle with me for $412.00 and a $100 coupon, then $417.00 and a $200.coupon, I chose not to do it, I feel entitled to a full refund because I did not get what I was told. Expedia has this written on their Webpage (NO EXPEDIA CANCELLATION FEE TO CHANGE OR CANCEL ALMOST ANY HOTEL RESERVATION) EXPEDIA does not provide their rules, until you're emailed a receipt, then you see their rules and regulations.
April 22, 2019Revdex.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 Mr. ***, Revdex.com case number *** regarding his request for a full refund.Our records indicate on March 10, 2019, an Expedia representative booked Mr. *** a four-night reservation at *** via itinerary ***. Expedia immediately emailed a confirmation itinerary to the email address on the Expedia account. Mr. called back in to cancel the reservation because he stated it was too expensive, he says he told the booking agent to choose a hotel with the cheaper price. Our representative reviewed the details of the hotel and it is noted “do not contact property”. Our representative had to escalate the call to have the call pulled. The call was pulled, and it was determined that our representative advised Mr. the total charge by Expedia was $577.32. An email was sent to Mr. advising the all had been listened to and he was advised his charge amount was $577.32. Mr. replied he would see us in court. On April 16, 2019, Expedia received a dispute and accepted the charge-back. On April 17, 2019, Expedia received a complaint from Mr. advising that he will be reporting Expedia to Revdex.com and will file a law suit. Our representative reviewed prior cases and its was noted that Expedia had already investigated the concerns and Mr. agreed with the price when the representative created he reservation. The refund requested was denied.
After further review on April 22, 2018, Expedia reviewed the details, call recording and the specific documentation of April 16, 2019. The record is documented that Expedia accepted the charge-back from the financial institution. The financial institutions dispute was accepted, and they should have issued Mr. a refund of the charge.
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 hope you understand we must adhere to the policies dictated by the airlines. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition , at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Travelscape Companies. The Travelscape Companies 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 Travelscape Companies 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.
Mr. should review the dispute he filed with his financial institution, since as of April 16, 2019 Expedia accepted the charge-back. His financial institution should have issued the refund amount back to his account.We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Di-Di FCorporate Correspondence Team
I am complaining about travel booking and services rendered by Expedia on 4th March 2019. I booked a hotel and flight to San Francisco using Expedia booking services. At the time of booking, Expedia failed to inform me that the hotel was under heavy construction. At the time of arrival, I noticed my room was full of dust and workers were cutting and installing panels precisely out of my room. There was a scaffolding out of the window making it extremely unsafe. The hallway was full of dust, and I couldn't breathe. At 3 pm I called Expedia and explained the situation; they told me to go to reception and cancel the booking. Expedia failed to find a comparable hotel. I had to stand outside for 2 hours making phone calls to find a hotel that had a vacancy; this was during an *** seminar in San Francisco making it impossible to find a room. Since I was making a booking right on the same day, the prices were 3x the regular price which caused me to have to pick a much lower quality hotel. Moreover, I also had to pay for transportation to get to the new location. Therefore, I am asking for compensation covering the loss of time and money; this is a loss of $400 for each night of the booking plus $200 for the inconvenience and cost of transportation.
April 19, 2019Revdex.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 Mr. ***, Revdex.com case number *** regarding his request for $1000 compensation to cover for extreme inconvenience and loss of money.Our records indicate on February 28, 2019, Mr. *** or an authorized user of the account purchased a round trip flight departing March 4, 2019 from Burbank, CA arriving San Jose, CA and returning on March 6, 2019, from San Jose, CA to Burbank, CA; along with a two-night hotel reservation at ***, via itinerary ***.Upon receipt of your complaint, we investigated the issues that were brought to our attention. We have been able to confirm March 4, 2019, Mr. called in stating he checked in at the hotel and the hotel is under construction and he’s not happy. Our representative called the hotel to confirm. The hotel authorized the reservation to be cancelled without any penalties and fully refunded. Our representative advised Mr. and he stated he is not ready to pay for a new hotel and wants to speak to a supervisor. Our Supervisor took over the call, reviewed the details, and offered the option to change the reservation to a nearby property. Offered *** hotel paying only $0.90 price difference. Mr. stated that Booking.com price per night was around $160 and Expedia also. Our Supervisor advised that the other option is to cancel and receive a full refund, if he is seeing better deals he can take advantage of it. Mr. was not ok with the offer. Our Supervisor offered to check on our website and the prices were $580.42 more expensive than originally. Our Supervisor restated the option to change but Mr. stated he wanted to cancel and get refund and he will sue Expedia later.
After further review Expedia was able to review the detailed notes on what transpired on the reservation. Since the hotel authorized a full refund without a penalty, we were able to process that since Mr. was not interested in any offer our Supervisor made.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 hope you understand we must adhere to the policies dictated by the airlines. We do not own or operate any hotels, nor do we set any cancellation or refund policies. We hope you understand that we must adhere to the policies dictated by the hotel in this case.In addition , at the time of completing his booking on our website, Mr. agreed to our Terms of Use, which expressly provide:
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
Our Terms of Use further provide:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Travelscape Companies. The Travelscape Companies 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 Travelscape Companies 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.
Expedia is not able to honor Mr. request for compensation or a refund of loss of money. As a courtesy we have applied a $50.00 hotel voucher to your Expedia account. The voucher is valid for a ‘pay now’ hotel and valid for anyone that is booked through your account. The voucher expires on May 31, 2020. The terms and conditions are listed on the voucher.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...
Complaint: ***
I am rejecting this response because:
Probably the worst response a business can provide, let me share with you some photo of the hotel you booked for me. the replacement was a motel, I could have booked a decent hotel with the money I paid but your so called customer relationship manager kept offering me a motel in replacement. I truly consider this a fraud. although you might have yourself covered with legal jargons I assure you I will share this story for who ever I know to learn what level of service expedia is offering. Revdex.com please take a note.
Sincerely
My issue is similar to what other people have posted about Expedia recently. Expedia has a rewards system that customers use to accumulate nights stayed/money spent on their website. I had accumulated 14 nights, (01/18, 01/25, 02/03, 02/21-02/25, 02/25 - 03/02, 03/23. As of 03/14/2019 I had accumulated 14 nights stayed and I had spent $6,000 on their website. It showed that on their app and on the website. On 03/15, I called expedia to use an american airlines credit I had received when I purchased and cancelled a flight (This cost me $200 in a loss to change my ticket). On March 15th, after expedia used my american american to purchase a new flight for my, my existing points for money spent as well as days stayed dissipated. They were deleted and vanished into thin air. I called expedia an voice my concern with this on March 15th. I was told on March 15th that they would get my my points back. and I should hear back from Expedia in 5 business days on the outcome. A week went by, I heard nothing. I then reached out again to see the status (***) and I was told it would be an additional week an a half. Keep in mind I am trying to use these points and book a vacation for my family. I called again on 04/16/2018 and spent 220 minutes on the phone getting bounced around after finally getting transferred to the corporate dept who said they didn't have any records of me ever filing a report. I aim filing this report because I have exhausted all resources I can to try and get my points back. As you can see from other complaints this has happened to other people recently and Expedia has taken zero accountability for their service and they don't give you a way to speak to someone directly about this. Everytime I try and get a status update I had to start over from scratch. Please help me.
April 25, 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 his Expedia Loyalty Rewards balance. We understand Mr. is stating points are missing from his account.
Upon receipt of the complaint, we can confirm Mr. has a total of 17 bookings in his Expedia account. The following seven bookings were either cancelled or refunded in full: ***, ***, ***, ***, ***, ***, ***. As such, they do not qualify towards rewards status nor do they provide loyalty points. We have verified Mr. currently has an available balance of 5,246 points and 9,615 pending points.
Please note the following applicable Expedia Rewards program details:
The customer does not earn points for a cancelled reservation or for the portion of the booking paid with a coupon or with Expedia Rewards points.
Only hotel bookings of USD 50 or more count toward Silver and Gold qualification, before points or discounts are applied.
Qualifying spend amounts include Expedia fees but not third-party taxes and fees.
The points earned through booking reflect as Pending in the customer’s rewards account and post to the account as Available 30 days after travel is completed with some exceptions:
Points for pay later hotel bookings (or Hotel Collect bookings) post 35 days after travel is completed.
Points for car-only bookings post up to 90 days after travel is completed and confirmation is received from the vendor.
Furthermore, the full terms and conditions of the Expedia Rewards Program is available for review using the link below:
https://www.expedia.com/service/#/articles/404/282/12555
While we regret Mr. experience was not as we would have hoped, based on the information provided above no points are missing from his account. We kindly request that Mr. log in to his Expedia account to verify his itineraries for the accuracy of his points.
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
May 23, 2019
Revdex.com
Alaska, Oregon &
Western Washington
Complaint
Department
RE: Expedia
Case # ***
Dear Revdex.com,
Thank you for
forwarding the consumer rebuttal from Mr. (Revdex.com case number ***). We have
reviewed the information Mr. provided to further address his concerns.
Upon detailed investigation of all itineraries in the customer’s Expedia account,
we’d like to provide the following breakdown, confirming all points, nights,
and amounts spent showing on the account are correct:
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not eligible for points,
hotel nights, or amount spent
*** – cancelled – not
eligible for points, hotel nights, or amount spent
*** – paid fully using a coupon; not
eligible for points, or amount spent; 1 hotel night earned
*** – $3158.66 amount spent, 6317 points
and 4 hotel nights earned:
Flight
cost: $1034.00 base price + $384.34 taxes and fees = $1418.34 total
Hotel
cost: $1990.56 base price + $49.76 taxes and fees = $2040.32 total
$200.00
coupon used + $100.00 refund issued = $3158.66 total amount paid.
*** - $1656.72 amount spent, 9030 points
(3313 earned + 5717 manually awarded), 4 hotel nights earned:
Flight:
$341.39 base price + $71.60 taxes and fees = $412.99 total
(One
airline ticket = original cost $412.99 - exchanged on March 12, 2019 for $72.01
= new ticket cost $285.00 = total spent $485.00)
Hotel:
$700.48 base price + $101.40 taxes and fees = $801.88 total
Car:
$369.84 base price = total
*** – 476 points, 1 hotel night, $129.71
amount spent:
Hotel
booked on Mobile App: $119.00 base price + $10.71 taxes and fees = $129.71
total cost
*** – not eligible for points, 1 hotel
night earned, $19.77 amount spent:
Hotel
booking, base price paid in full with a coupon, $19.77 taxes and fees paid by
the customer
*** – 282 points, 1 hotel night, $80.07
amount spent:
Hotel
booking, $70.54 base price + $9.53 taxes and fees = $80.07 total price
475
points used towards the payment, $76.67 paid by the customer
*** – 133 points earned, not eligible for
hotel nights, $66.33 amount spent:
Car
rental booked on Mobile Site = $66.33 total cost
*** – 64 points earned, not eligible for
hotel nights, $158.30 amount spent:
Flight
reservation booked on the Mobile App = $158.30 total paid
*** – 388 points earned, 3 hotel nights
earned, $135.58 amount spent:
Hotel
booked on the Mobile App: $297.00 base price + $38.58 taxes and fees = $335.58
total cost
$200.00
coupon used, $135.58 total paid
*** – 355 points earned, 1 hotel night
earned, $50.51 amount spent:
Hotel
booked on the Mobile App = $150.00 coupon used, $50.51 total paid
10%
Silver member bonus + VIP Access bonus
*** – 133 points earned, not eligible for
hotel nights, $99.01 amount spent:
Car
rental booked on the Website, 5379 points redeemed towards the payment, $60.58
total paid = $99.01 total cost of the booking
10%
Silver member bonus
A manual point
adjustment was made on May 22, 2019, adding 440 points - additional/not included
in the above calculation.
Total points
earned: 17178
Total points
used: 5854
Total nights
earned: 16
Total amount
spent: $5554.66
Please see
below for terms of the Expedia Rewards program applicable to the customer’s
bookings:
Mobile
App bookings earn x2 points
Standalone
hotel bookings do not earn points on taxes and fees, only on base price
Earn
points:
Flights
= 1 points per $5
Hotels
= 2 points per $1
Packages
= 2 points per $1
Standalone
Car = 2 points per $1
Tier
qualification:
7 to 14 nights, or $5000
total spending needed = Silver
15 or more nights, or $10000
total spending needed = Gold
Minimum
hotel booking value (per night) must be $50.00
The
customer does not earn points for the portion of bookings paid with a coupon or
with Expedia Rewards points
The
customer cannot earn room nights or qualifying spend for cancelled bookings
Protection
Plans do not earn points.
We can confirm
the customer’s account currently shows 2213 available and 9551 pending points,
13 confirmed and 3 pending hotel nights, and $5320.07 spent and $234.59 pending
spent amounts, which matches the above breakdown.
All pending
points, hotel nights and amounts spent should appear in the customer’s account
within 35 days after travel is completed. For Car-only bookings points will
post up to 90 days after travel is completed and confirmation is received from
the vendor.
We thank you
for allowing us to address this matter further. If you have any further
questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Cindy G
Corporate Correspondence Team
Complaint: ***
I am rejecting this response because:
when I spoke with Expedia to use my credit for an american airline flight, I had already accumulated the points. When I booked a new trip the points then went into a pending status and I wasn’t able to use my points which I’ve paid over $5000.00 for. The representative never told me my points would go away or go into “limbo” and I was adversely affected by not being able to use them.
Sincerely
I did use Expedia to book hotel on date 04/05/2019 in evening for same date for ***. I was traveling on same day at night for business meeting next morning. My plan was to reach Sacramento next morning 04/06/2019 get ready and refreshed in Days inn hotel and go for meeting. I reached there in morning and they told me that they gave my room to someone else as no show up. I asked for refund and they told me to contact Expedia and I am Expedia customer and not their customer. I contacted Expedia and they also refuse to give refund and told me that I should have contacted them. I have Expedia itinerary where it is clearly stated that room is confirmed and no need to contact them, in my itinerary, it is clearly mentioned that late check in is totally fine and that was reason I didn't contact anyone about the same.
April 22, 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 and compensation.
Our records indicate on April 5, 2019 ***, or a person authorized for the account, self-booked a one-night hotel reservation with the ***, for check in on April 5, 2019 for $91.99, via itinerary ***.
A refund of the hotel reservation was provided on April 22, 2019 in the amount of $91.99 to the original form of payment on the reservation. The refund timing varies based on the processing time of the credit card company.
Expedia provides items from travel suppliers such as airlines, hotels and car rental agencies. The terms and conditions come from the travel providers, as do inventory. We hope you understand that we cannot supersede the travel supplier.
The Terms of Use were agreed to at the time of booking. They include:
· Expedia is not liable for any costs incurred due to hotel relocation.
While we regret to hear of any inconvenience experienced, based on the information provided we will not be able to provide compensation.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Denise H
Corporate Customer Service
Complaint: ***
I am rejecting this response because:
I think business is not honest and treating customer fairly. Compensation I asked for is not because of hotel relocation but is was for my damages because of false promises in itinerary. They are also saying that they can not supersede amount, but they already offered me $200 coupon when I called them the day this happened, so that is also false statement. I would like to know from business if they are ready to resolve this or should I go further and take more steps related to this.
Sincerely
Itinerary# ***
travel dates Sept 24, 2019-October 30, 2019.
I CAN NOT get hold of EXPEDIA customer service by any phone number. I am on hold for 60 minutes every time I dial them and nobody even pick up the phone. Expedia CANCELLED and rebook one of the flights (one leg) without even thinking that it's not enough time for layover. This change of my ticket is unacceptable and I request a business call me back and change the flight so my mom has enough time to go through the customs in Seattle from Amsterdam and then board the plain to LA!
April 17, 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, Inc. regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia, Inc. is responding to the consumer complaint from Ms. *** (Revdex.com case number ***) regarding a flight reservation. We understand Ms. is requesting to be contacted by Expedia regarding an Airline Schedule Change that has occurred on her reservation.
Our records indicate that on January 24, 2019, Ms., or an authorized user of her account, self-booked a flight reservation for Ms. ***, using Expedia’s website, under itinerary ***. Travel was with KLM and ***, departing on September 24, 2019, returning on October 29, 2019, from Kiev, Ukraine to Los Angeles, CA, USA.
Upon receipt of the complaint, we can confirm that on April 15, 2019, Ms.’s concern has been resolved. Ms. contacted Expedia, seeking alternate flights for the reservation. Ms. accepted to exchange her outbound flights with a stop-over in Paris, France instead of Amsterdam, Netherlands on April 15, 2019.
Thank you for allowing us to address this matter further. As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.
Sincerely,
Erika M
Corporate Correspondence Team
Process an online car rental through Expedia from April 4
Through April 14 2019 itenirary #*** - car rental
Was to be used in Dominican Republic. When arrived for pick up
I was informed that $450 wa suppose to be paid for car insurance
At which time I refuse to rent a car. Contacted Expedia to teceive my
$194.92 and refund was decline. That’s the reason for my complaint never
Used car and Expedia is refusing to refund me my money for an unused
Car rental.
April 19, 2019
Revdex.com
Expedia.com – Alaska, Oregon & Western Washington
Complaint Department
Re: Expedia.com Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Expedia.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Expedia.com is responding to the consumer complaint from *** (Revdex.com complaint id #***) regarding a car rental refund request.
On April 04, 2019, Ms. self-booked a car rental reservation via itinerary ***. The total cost was $194.92 and the trip was set to start April 4, 2019. We understand from Ms.’s complaint she did not wish to pay for the car rental insurance which *** provided so she rented elsewhere. Ms. is requesting a refund of $194.92.
After researching the complaint and reviewing the calls made to the car rental company we were able to determine that the car rental company did not allow a refund. While the car rental company may have allowed a refund had the customer informed them she wished to cancel without penalty, they were never advised. As a courtesy Expedia will provide a full refund of $194.92 since the car rental was not used. The refund is made immediately and will typically show as a credit on Ms.’s account within 3-7 business days depending on her financial institution. In the future we suggest that the customer confirm with the rental car agency that she will not be charged in case she decides not to use the reservation.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
Daniel A
Customer Correspondence Team
They suck, customer service reps are terrible. Booked fights and hotel to World Cup France and noticed immediately the returning airport was wrong. Called and rep said she could cancel or it would be quicker if I did it. Great I did cancel flight and hotel, re booked correct flight and same hotel, ***, and Expedia refunded flight and not original hotel booking. Although I stated to rep why don't I just change flight, she stated it would be best to just cancel everything and start over. Well Expedia and *** have sent me through over 3 hours of phone calls 4 levels of managers and told to wait for a call back on a reservation I still have for the same dates, the second time around. Are there brains in this world or have the millennials checked out.....
Horrible company. They will take your money out of your account without your permission.